What an IT support technician does
An IT support technician keeps the day-to-day technology in your workplace working. That includes setting up new computers and phones, installing software, managing user accounts, fixing hardware faults, connecting printers and resolving network or email problems. In smaller organizations the technician may be the only IT person on site, while in larger ones they handle desk-side support and escalate complex issues to administrators or vendors.
When a technician is slow or unclear, every employee waiting on a fix loses time. A strong technician solves problems properly the first time, keeps records of what they did and treats staff with patience. Finch screens candidates for practical troubleshooting, the operating systems and tools in your environment and their manner with non-technical users, so the people you interview are ready to support your team.
Typical responsibilities
- Set up and configure laptops, desktops, mobile devices and peripherals
- Troubleshoot hardware, software, printer and connectivity problems
- Create and manage user accounts, passwords and access
- Install updates and security patches on workstations
- Track equipment and record support work in a ticketing system
- Escalate complex issues to administrators or vendors with clear notes
Qualifications and credentials
- A college diploma in computer systems, networking or a related program is common
- Experience supporting Windows and often macOS, along with Microsoft 365 or Google Workspace
- Basic networking knowledge, including Wi-Fi, DNS and DHCP
- Certifications such as CompTIA A+ are often listed as assets
- A valid driver's licence may be required for roles that travel between sites
Who hires an IT support technician
- Professional offices such as law, accounting and engineering firms
- Medical clinics and health care organizations
- Schools, colleges and non-profit organizations
- Managed service providers
- Manufacturers and distribution centres
Where we recruit IT support technician candidates
We fill IT support technician roles for employers across Toronto and the GTA, including North York, Scarborough, Etobicoke, Vaughan, Markham, Richmond Hill, Mississauga, Brampton, Oakville, Burlington, Oshawa and Pickering, and for employers across Canada. GTA employers can meet us at our North York office by appointment.
What Finch checks before you meet a candidate
- Hands-on troubleshooting, tested with realistic support scenarios
- Experience with your operating systems, devices and business applications
- Patience and clarity when explaining fixes to non-technical staff
- Good documentation habits in a ticketing system
- Reliability, punctuality and availability for your hours or sites
Interview questions to ask
- A user says the internet is down, but only for them. What steps do you take?
- How do you set up a new employee's computer and accounts before their first day?
- Tell me about a time you supported someone who was frustrated. How did you handle it?