Job Description

Job Title: Junior IT Support Technician

Job Summary:

The Junior IT Support Technician provides first-line technical support to end users, resolving hardware, software, and basic network issues. This role is ideal for an early-career IT professional looking to develop hands-on experience in enterprise environments, with a strong focus on troubleshooting, customer service, and continuous learning.

Key Responsibilities:

• Provide technical assistance to users via phone, email, chat, remote tools, or in person
• Troubleshoot and resolve hardware and software issues (desktops, laptops, printers, mobile devices)
• Install, configure, and maintain operating systems and software applications
• Manage user accounts, password resets, and access permissions (e.g., Active Directory, Microsoft 365)
• Log, track, and document incidents and resolutions in the service desk system (e.g., ServiceNow)
• Escalate complex issues to senior IT staff or vendors as needed
• Perform routine system updates, patching, and hardware maintenance
• Support basic network troubleshooting (Wi-Fi, VPN, connectivity issues)
• Assist with employee onboarding/offboarding, including device setup, provisioning, and asset tracking/shipping

Required Skills & Qualifications:

• Basic understanding of computer hardware, software, and operating systems (Windows/macOS)
• Familiarity with Microsoft 365 or similar productivity tools
• Strong problem-solving and communication skills
• Ability to work independently and as part of a team

Preferred Qualifications:

• Degree in IT, Computer Science, or equivalent hands-on experience
• Certifications (e.g., CompTIA A+, Network+)
• Internship or prior exposure to ticketing systems or IT support environments

Working Conditions:

• Onsite in office environment
• May require occasional after-hours or weekend support
• Sitting for extended periods and occasional lifting of equipment
• May require up to 10% travel to other offices

Career Path:

This role can lead to positions such as IT Support/Operations Specialist, System Administrator, Network Administrator, or other specialized IT roles.

Key Performance Indicators (KPIs):

• Average ticket resolution time (SLA adherence)
• Customer satisfaction (CSAT) scores
• First-call resolution rate
• Quality and completeness of ticket documentation

Soft Skills:

• Patience and empathy when dealing with non-technical users
• Time management and organizational skills
• Willingness to learn and adapt to new technologies

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