IT Support Technician

JOB DESCRIPTION

IT Support Technician

Department

Information Technology (IT)

Reporting To

IT Coordinator / IT Lead

Role Purpose

To provide first-level IT support by ensuring all computer hardware, user devices, printers, networking equipment, and basic software remain operational across the organization.

The role focuses on day-to-day execution, installation, maintenance, asset management, and user support while escalating technical, infrastructure, cybersecurity, and strategic matters to the IT Lead.

Key Responsibilities

1. End User Support

• Provide first-level technical support to employees..

• Troubleshoot basic computer and software issues..

• Assist users with login, printer, email, and application-related problems..

• Escalate complex issues to the IT Lead..

2. Hardware Installation & Maintenance

• Install and configure desktops, laptops, monitors, printers, scanners, and peripheral devices..

• Replace faulty hardware components..

• Coordinate warranty repairs where applicable..

• Maintain computer workstations in proper working condition..

3. Computer Deployment

• Prepare new laptops and desktops for employees..

• Install approved software applications..

• Configure user accounts and standard settings..

• Support employee onboarding and workstation setup..

• Collect equipment during employee separation..

4. IT Asset Management

• Maintain records of:.

◦ Laptops.

◦ Desktops.

◦ Printers.

◦ Monitors.

◦ Network devices.

◦ Accessories.

◦ Software licenses.

• Track allocation, movement, repairs, and disposal of IT assets..

• Conduct periodic physical verification of IT assets..

5. Network & Connectivity Support

• Perform basic troubleshooting of LAN, Wi-Fi, internet connectivity, and printers..

• Assist with installation of networking devices under supervision..

• Coordinate with Internet Service Providers and external vendors when instructed..

6. Software Support

• Install approved software applications..

• Perform software updates..

• Install antivirus and security software..

• Assist users with licensed business applications..

• Ensure only authorized software is installed..

7. Basic Data Support

• Assist with approved data transfers between devices..

• Perform basic backups under instruction..

• Support migration of employee systems..

• Handle company data responsibly while maintaining confidentiality..

8. Vendor Coordination

• Coordinate with computer vendors, printer service providers, and hardware suppliers..

• Follow up on repairs and replacements..

• Maintain service records..

9. Preventive Maintenance

• Perform periodic health checks of IT equipment..

• Clean and organize workstation setups..

• Monitor equipment condition and report replacement requirements..

• Ensure proper cable management and equipment organization..

10. Documentation

• Maintain IT inventory registers..

• Update installation records..

• Record service requests and resolutions..

• Maintain hardware movement logs..

Key Performance Indicators (KPIs)

• IT support requests closed within defined timelines..

• Computer and printer uptime..

• Accuracy of IT asset records..

• Timely workstation setup for new employees..

• Preventive maintenance completion rate..

• User satisfaction with IT support..

• Compliance with IT policies and procedures..

Technical Competencies

• Desktop and Laptop Installation.

• Windows Operating Systems.

• Printer Configuration.

• Basic Networking.

• Hardware Troubleshooting.

• Software Installation.

• Antivirus Management.

• IT Asset Management.

• Basic Data Backup.

• Microsoft Office Support.

Behavioural Competencies

• Service-Oriented Attitude.

• Accountability.

• Integrity and Confidentiality.

• Attention to Detail.

• Problem-Solving Ability.

• Discipline.

• Willingness to Learn.

• Teamwork.

• Good Communication Skills.

Scope of Authority

The IT Support Technician is responsible for executing routine IT support activities, maintaining company IT assets, and providing first-level technical assistance. The role shall not independently modify network infrastructure, server configurations, cybersecurity settings, software licensing policies, or access rights without authorization from the IT Lead.

Requirements

Qualification Requirements

Essential

• Diploma or Bachelor's Degree in Computer Hardware, Information Technology, Computer Applications, Electronics, or a related discipline..

Preferred

• Microsoft Certified Fundamentals (preferred, not mandatory).

Experience Requirements

• 1–4 years of experience in desktop support or IT support..

• Experience in installation and troubleshooting of computer hardware..

• Exposure to manufacturing or office environments preferred..