Community Media/Roles/IT Support

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IT Support Technician - Sample Job Description

Job Level: Senior Technical


To assist the Information Technology Department in providing quality technical support to the Organisation and/or Community by installing, modifying and making minor repairs to personal computer hardware and software systems, and by providing technical assistance and training to users of those technologies.


  1. Install or assist personnel in installation of hardware, software and peripherals.
  2. Enter commands and observe system functions to verify correct system operation.
  3. Respond to inquiries concerning systems operation and diagnose system hardware, software and operator problems.
  4. Instruct users in use of equipment, software and manuals.
  5. Recommend or perform minor remedial actions to correct problems.
  6. Provide updates, status and completion information for internal tracking and user communication purposes.
  7. Replace defective or inadequate software packages.
  8. Refer major hardware problems to the Associate Support Specialist for correction.
  9. Interview users to collect information about problems and lead users through diagnostic procedures to determine source of error.
  10. Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to the Technical Support Manager.
  11. Call software and hardware vendors to request service and support regarding defective products.
  12. May perform other job-related responsibilities as assigned.

Minimum Requirements:

High school diploma plus three (3) years’ job related experience.

Preferred Requirements:

  • Two (2) years of experience in computer hardware, software, and peripheral installation. Proficient experience in Windows XP and Outlook 2003 is essential.
  • Possession of a valid driver’s license and immediate access to reliable transportation.

Most Critical Proficiencies:

  • Knowledge of analysis, problem resolution and diagnostic processes for information technologies and systems.
  • Knowledge of software packages, including Microsoft Windows, Office and Exchange-based electronic mail and calendaring, as well as standard Internet browsers.
  • Knowledge of setting up, configuring computers and making minor repairs to personal computers and peripherals.
  • Knowledge of configuring computers for network and Internet access.
  • Ability to determine the source of problems/errors, devise corrective actions and review results.

Essential Job Functions and Physical Demands:

  • Ability to understand relevant detail from oral information and explain technical terms and information both orally and in writing.
  • Ability to interact with diverse individuals and groups tactfully and assertively with the ability to listen attentively and creatively.
  • Constant standing, walking, bending and lifting.
  • Ability to lift and carry equipment of up to 50 pounds.
  • Ability to maintain composure and a positive appearance in stressful situations.
  • Must keep a very flexible work schedule to accommodate events and unscheduled technical problems.
  • Professionally represent organisation while providing technical support.
  • Ability to maintain confidentiality.