Ict Technician

Description:

The ICT Technician I provides frontline technical support for end users and serves as the primary point of contact for routine information technology requests and incidents. This position is responsible for workstation deployment, hardware support, software installation, user assistance, asset management, and basic account administration.
The successful candidate will possess strong customer service skills, foundational technical knowledge, and the ability to troubleshoot common technology issues in a professional and efficient manner. This role focuses on end-user computing and operational support while gaining experience across the organization's broader technology environment.
The ICT Technician I works under the guidance of senior technical staff and develops the skills necessary for advancement into more specialized infrastructure and systems administration roles.
 
 Responsibilities
End User Support

Serve as the first point of contact for technical support requests.
Provide support for desktop computers, laptops, mobile devices, printers, and peripherals.
Troubleshoot common hardware, software, connectivity, and application issues.
Assist users with Microsoft 365 applications and business software.
Resolve incidents within established service levels and escalate issues when appropriate.
Maintain a high level of customer service and professionalism.
Document support activities and resolutions within the ticketing system.
Communicate effectively with users regarding ticket status and resolution progress.
Workstation Deployment & Hardware Support

Prepare, configure, and deploy desktop and laptop computers.
Assist with operating system installation, imaging, and workstation provisioning.
Install approved software applications and system updates.
Replace and upgrade hardware components as directed.
Troubleshoot workstation performance and hardware failures.
Configure monitors, docking stations, printers, and other peripherals.
Maintain workstation standards and deployment procedures.
Perform workstation refresh and replacement activities.
User Account Support

Assist with user account setup and basic access requests.
Support password resets and account lockout resolutions.
Verify user identity before performing account-related actions.
Assist with onboarding and offboarding activities.
Support user access to approved business systems and resources.
Escalate access-related issues requiring administrative approval or advanced troubleshooting.
Asset & Inventory Management

Track assigned hardware and technology assets.
Maintain accurate inventory records and asset information.
Assist with equipment receiving, deployment, and recovery activities.
Document hardware assignments and device locations.
Support annual inventory audits and verification activities.
Ensure returned equipment is properly processed for redeployment or disposal.
Basic Infrastructure Support

Assist with routine operational checks and monitoring activities.
Perform basic network and connectivity troubleshooting.
Assist with conference room technology support.
Support printer, wireless, and remote access troubleshooting.
Escalate infrastructure issues requiring advanced technical support.
Assist senior staff during maintenance, equipment installations, and project activities.
User Onboarding & Offboarding

Prepare workstations and equipment for new employees.
Install required software and configure user workstations.
Assist in onboarding activities and first-day technology setup.
Recover equipment from departing employees.
Prepare returned equipment for redeployment.
Maintain onboarding and offboarding documentation and checklists.
Documentation & Knowledge Management

Document recurring issues and approved solutions.
Update knowledge base articles and support documentation.
Maintain accurate ticket notes and activity records.
Follow documented operational procedures.
Assist with development of user guides and support instructions.
Project Participation

Assist with workstation deployment and refresh projects.
Support office technology upgrades and equipment installations.
Participate in technology improvement initiatives as assigned.
Assist with testing and deployment activities during project implementations.
Support data collection and documentation activities for IT projects.
 

Technical Skills

Candidates are not expected to possess experience with every technology used by the organization. Training and mentorship will be provided.
 

End User Computing

Windows operating systems
Microsoft Office and Microsoft 365 applications
Desktop and laptop support
Mobile device support
Printer and peripheral support
Basic software troubleshooting
Basic Networking

TCP/IP fundamentals
Wireless connectivity
VPN fundamentals
Basic network troubleshooting
Hardware Support

PC deployment and setup
Hardware upgrades and replacement
Peripheral installation and configuration
Asset tracking and inventory management
Business Skills

Customer service
Ticket management
Written and verbal communication
Documentation
Time management
Qualifications
Education

High school diploma or equivalent required.
2-5 years of progressive Information Technology experience
Experience supporting users in a business environment
Experience troubleshooting desktop, laptop, software, and connectivity issues
Experience deploying and supporting workstation hardware and software