A Day in the Life of an IT Support Technician

According to Edmond Business, citing TechTarget data, small businesses allocate about 6.9% of their revenue to IT. Midsize companies spend around 4.1%, while large companies dedicate 3.2%.

These funds often go toward hiring IT staff or managed services. For most businesses, the return on investment in IT is worth every penny.

If your business is considering hiring an IT support technician, you might question if there’s enough work for them. The reality? IT professionals are essential for businesses of all sizes.

They keep operations running, resolve technical issues, and safeguard systems. This blog dives into the daily responsibilities of IT support technicians and their crucial role in business success.

Responding to Help Desk Tickets

Employees and customers often report IT problems through help desk tickets. An IT support technician starts their day by reviewing these tickets. Each ticket contains details about technical issues like:

• Network connectivity problems
• Software glitches or errors
• Printer malfunctions
• Hardware failures, such as unresponsive keyboards or monitors
• Email or communication tool disruptions

The technician prioritizes tasks based on urgency and impact. For example, a system-wide issue takes precedence over a single user’s problem. They work methodically, resolving issues to keep systems running smoothly.

This step in the IT support work routine ensures minimal disruption to business operations. Addressing tickets promptly boosts employee satisfaction and productivity.

Customers also benefit from faster resolutions to their concerns. By tackling these requests, technicians prevent small issues from escalating into bigger problems.

Monitoring System Performance

Most businesses manage IT issues reactively. They only address problems after they arise. This approach often leads to IT downtime, employee idle time, and lower productivity.

One of the key IT technician duties is monitoring system performance. This includes checking things like:

• System performance metrics
• Server resource usage
• Error logs for issues
• Network traffic patterns
• Disk space availability
• Backup statuses
• Security alerts
• Server loads
• Error logs

Regular monitoring allows technicians to detect issues early. A proactive approach prevents small problems from becoming major disruptions. For example, noticing a server running at high capacity allows technicians to act before it crashes.

Technicians review IT systems daily to maintain stability and reliability. They fix issues during low-usage periods to avoid disrupting work.

By identifying potential problems early, technicians save time and reduce costly downtime. This proactive system management helps businesses stay productive and efficient. It ensures employees have the tools they need to perform their tasks without interruptions.

Installing Software Updates

Most businesses rely on many software solutions for daily operations. These tools need regular updates.

Updates fix security flaws, add features, and improve performance. Without updates, systems can become vulnerable to cyberattacks or glitches.

Employees often delay updates because they interrupt work. Some worry updates may cause new issues. This is where IT support steps in.

An IT technician handles updates as part of their duties. They identify which software needs updating and test updates on a few devices first. This ensures compatibility and prevents widespread issues.

To avoid disruptions, technicians schedule updates outside of working hours. They often update systems overnight or on weekends. By doing so, they keep tools secure and functional while minimizing downtime.

Troubleshooting Hardware Issues

Hardware problems are a regular part of the life of IT professionals. Devices wear out over time. Common issues include:

• Failing hard drives
• Unresponsive keyboards
• Broken monitors

An IT technician starts by identifying the root cause. They run tests to confirm the issue. Once diagnosed, they decide whether to repair or replace the hardware.

Quick decisions are essential to minimize disruption. For example, replacing a faulty hard drive ensures employees can continue working.

Technicians also keep spare parts on hand for emergencies. This allows them to fix problems faster. Preventative checks help spot hardware issues early.

Fixing them before they fail reduces downtime. By managing hardware problems efficiently, IT technicians keep systems running smoothly.

Configuring User Accounts

Employees often need user accounts to use company software. Letting employees create accounts themselves can cause issues. Incorrect settings may lead to security risks or limited access.

Setting up user accounts is one of the key IT support daily tasks. They ensure accounts are properly configured and secure. When setting up accounts, the technician will:

• Create user profiles with the necessary details
• Assign permissions based on job roles
• Set secure passwords for initial login
• Enable access to required software and tools
• Ensure compliance with security protocols

These steps ensure employees can work efficiently without compromising security. It guarantees that employees have the tools they need to perform their jobs while maintaining system integrity and security.

Providing Password Assistance

Forgetting passwords is one of the most common problems employees face. When this happens, they can’t access their accounts and cannot work.

An IT support technician needs to act quickly to resolve the issue. They help employees reset their credentials and regain access to important systems.

This process involves verifying the employee’s identity to ensure security. Afterward, the technician guides them through creating a stronger, more secure password.

By handling password resets promptly, technicians prevent downtime. Employees can get back to work without delay. Additionally, stronger passwords help protect company data from security breaches.

Training Employees

Many employees rely on company tools to access resources and share information. However, not everyone is tech-savvy. Mistakes can happen, leading to lost productivity or security risks.

Training is an important part of the IT support career. IT technicians teach employees how to use software effectively. Training sessions cover topics such as:

• Navigating company tools and software
• Recognizing phishing emails and scams
• Using secure file-sharing platforms
• Following IT policies for safe device use
• Reporting suspicious activities to the IT team
• Understanding the importance of regular software updates

These sessions reduce errors and strengthen security awareness. Employees gain confidence using technology, while the business avoids costly mistakes. Through effective training, IT technicians ensure that employees can work efficiently and protect company data from potential threats.

Running Data Backups

Businesses store valuable data like customer records, financial details, and employee information. Losing this data could cause major disruptions, financial losses, and even legal issues.

Backing up data is a key part of IT support daily tasks. IT technicians ensure data is safely stored and easy to recover. They schedule regular backups to avoid accidental loss or damage.

Technicians offer different backup options, including:

• Cloud backup for secure online storage
• External hard drives for local copies
• Network-attached storage (NAS) for shared access backups
• Automated systems for consistent data protection

Backups ensure that data can be quickly restored in case of a system failure or cyberattack. This helps minimize downtime, keeping the business running smoothly. Data backups are essential for protecting a company’s operations and maintaining trust with clients and employees.

Performing Preventative Maintenance

Your business likely depends on various computer hardware for daily operations. Over time, hardware can develop minor issues that go unnoticed by employees.

These small problems, if ignored, can lead to significant malfunctions. IT technicians play a key role in preventing such issues through regular maintenance. They perform tasks like:

• Inspecting hardware for signs of wear or damage
• Cleaning internal and external components of devices
• Updating firmware to improve device performance
• Optimizing network connections for speed and reliability
• Testing power supplies and backup systems
• Checking system temperatures to prevent overheating
• Replacing worn-out components before they fail

By addressing potential issues early, IT technicians keep systems running smoothly. Preventative maintenance helps reduce the likelihood of unexpected breakdowns. This extends the lifespan of equipment and minimizes disruptions.

Maintaining Security Protocols

According to TechJurya, ransomware attacks target a business every 14 seconds. Hackers use these attacks to encrypt company data and demand payment to unlock it. These attacks can:

• Halt operations
• Lead to financial losses
• Harm a business’s reputation

Businesses also face threats like phishing scams, malware, and data theft. This makes cybersecurity a major concern for every company today.

An IT support technician plays a key role in preventing these threats. They install and update firewalls to block unauthorized access.

The technicians also run antivirus checks to detect malicious software. Additionally, they create secure access policies to limit exposure to potential breaches.

When a data breach occurs, technicians act fast. They act by:

• Identifying the breach
• Securing the systems
• Recovering lost data from backups

These actions help:

• Safeguard sensitive information
• Protect company assets
• Ensure smooth operations

Proactive security measures by IT support help businesses stay one step ahead of cybercriminals.

Testing New Technologies

Adopting new technologies quickly can give your business a significant competitive edge. Advanced technological tools help:

• Improve communication
• Streamline processes
• Reduce operational costs

However, not all new technologies are suitable for your business needs. Some may introduce compatibility issues or fail to deliver expected benefits. Testing is essential before adopting new solutions.

An IT support technician assesses new technologies to ensure they align with your business goals. Some key factors they test include:

• Compatibility with existing systems and software
• Performance under different workloads or conditions
• Ease of integration into daily operations
• Security features to protect sensitive data
• Scalability to support business growth
• Customization options to meet specific business requirements

By thoroughly testing these aspects, IT technicians help prevent costly mistakes. Their work ensures that your business adopts reliable and efficient solutions.

This proactive approach helps maximize benefits and minimize disruptions. It can keep your business ahead in a rapidly changing technological landscape.

Supporting Remote Workers

Many businesses now have remote workers or use a hybrid work system. This flexible arrangement boosts employee satisfaction and productivity. However, it also creates unique IT challenges that need careful management.

Remote employees often use unsecured internet connections, exposing company systems to potential cyber risks. They may also use personal devices to access company tools, increasing the chance of compatibility issues or security breaches. These challenges can disrupt workflow and compromise sensitive information.

An IT technician plays a vital role in supporting remote teams. They ensure employees have secure access to company tools and troubleshoot connectivity problems. Technicians also set up virtual private networks (VPNs) to secure remote connections and protect company data.

Additionally, they address hardware or software issues affecting remote workers. IT technicians resolve these problems, ensuring remote teams remain productive and efficient. Their expertise helps businesses embrace remote work without compromising security or performance.

Collaborating with Vendors

Your business likely works with various computer solutions vendors. Sometimes, you need help from IT technicians when working with these vendors.

For example, when buying new computer hardware, an IT technician can recommend specifications based on your needs. They can also work with the vendor to test the hardware, ensuring you get quality products.

In addition, IT technicians collaborate with software solution providers to address issues like user-friendliness or system integration. This will ensure that your software works well with your existing systems.

IT technicians work with vendors to ensure you receive the best products and services. This collaboration can benefit your business by improving efficiency and enhancing overall performance. With the right solutions, your business can stay ahead in a competitive environment and run with minimal disruptions.

Documenting Resolutions

Some IT problems tend to happen repeatedly. IT technicians understand this and document solutions.

They also record unique issues they face and how they creatively solve them. This helps them keep track of past challenges and their fixes.

These records are important because they save time in the future. When the same issue arises, a technician can quickly find the solution. This reduces the need to troubleshoot and speeds up the response time.

Documentation also helps others in the team. If one technician is unavailable, others can refer to the notes. This makes it easier for them to fix issues without starting from scratch.

In the long run, keeping a clear record of solutions improves efficiency. It ensures the team can address problems faster and more consistently, creating a more effective IT support system for the business.

IT support technician: Ensuring Smooth Operations

An IT support technician plays a vital role in keeping businesses running smoothly. Their work helps solve problems, secure systems, and improve productivity.

If you’re looking for expert IT support, Terminal B is here to help. We offer reliable managed IT services in Austin, TX.

Established in 2004, we have two decades of experience providing top-tier support. Contact us today for a consultation!