IT Operations Technician
Core
Provide day-to-day technical assistance, handle IT service requests and incident tickets, and support hardware/software troubleshooting for users.
Role type
IT Operations Technician (Help Desk)
Builds
IT service delivery and user support
Domain
Enterprise IT Operations
Deliverable
client delivery
Required skills
ticketing systems, hardware troubleshooting, software troubleshooting, Windows/macOS support, Microsoft 365, Active Directory/Entra ID, VPN, printer support, endpoint management, MDM basics, network connectivity troubleshooting, asset management, documentation
Preferred skills
Jira Service Management, SLA management, Microsoft Intune, Jamf, CompTIA A+, ITIL Foundation, Microsoft Certified
Technologies
Jira Service Management, Microsoft 365, Active Directory, Entra ID, Microsoft Intune, Jamf
Responsibilities
Review, update, prioritize, and follow up on assigned tickets; Respond to and resolve incident tickets; Handle service request tickets; Ensure tickets are properly documented; Follow agreed SLA requirements and escalate tickets; Install, configure, and troubleshoot devices and applications; Support onboarding and offboarding activities; Perform basic troubleshooting for network connectivity issues; Maintain accurate records of IT assets; Prepare simple user guides and knowledge base articles; Follow company IT security and access control procedures.
Seniority
Mid-level, hands-on IC