IT Support Technician job description and duties

Updated 15 September 2026 · 2 min read

An IT support technician keeps the people in an organisation productive by making sure their computers, devices and accounts work. The role combines responding to problems as they arise with planned work such as preparing equipment for new staff. It is often the most visible ICT role, because technicians deal directly with users every day.

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Purpose of the role

The role exists to take technology problems out of other people's working day. Staff should be able to get help quickly, understand what happened and return to their work with confidence. A good technician also prevents future problems by fixing root causes, keeping equipment maintained and helping users avoid common mistakes.

Daily tasks

Respond to support tickets, phone calls and walk-up requests.
Diagnose and fix hardware, software and connectivity problems.
Reset passwords and unlock accounts following security procedures.
Help users with email, printing, shared files and business applications.
Escalate problems that need network, systems or vendor support.
Record each request, the actions taken and the outcome in the ticketing system.

Setup and maintenance work

When new staff join, technicians prepare their computers, accounts and access. When equipment is replaced, they transfer data, wipe old devices securely and update asset records. Planned maintenance includes installing updates, checking antivirus status, replacing worn components, cleaning equipment, and keeping a stock of common spare parts and consumables.

Who the role serves and works with

Technicians support everyone in the organisation, from junior staff to senior managers, and adapt how they explain things to each audience. They work closely with helpdesk colleagues, with network and systems administrators who take escalated problems, and with suppliers who repair equipment under warranty. The post usually reports to an ICT officer, a support team leader or the head of ICT.

A typical day

The day often starts with a queue of overnight tickets and a few urgent calls from people who cannot log in. Mid-morning might bring a projector to set up for a meeting and a laptop that refuses to join the Wi-Fi. The afternoon could include preparing two computers for new staff and bringing ticket notes up to date before the end of the day.

How performance is measured

Organisations commonly measure how quickly tickets are answered and resolved, how many problems are fixed at the first contact, and how satisfied users are with the help they receive. Accurate ticket records, current asset registers and consistent use of security procedures also count toward how a technician's work is judged.

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Common questions

Is IT support a good first job in technology?

Yes. It exposes you to a wide range of systems and problems, and it builds the communication skills every later ICT role needs. Many network, systems and security professionals started in support.

Does the role involve lifting or travel?

Some lifting of computers, printers and monitors is common. Travel depends on the organisation: technicians in multi-site organisations may visit branches, schools or health centres regularly.