Troubleshooting and Problem Solving: Diagnosing and resolving technical issues related to hardware, software, network, and applications for end-users. This includes identifying the root cause of problems and implementing effective solutions.
Technical Assistance: Providing first-level technical support to end-users via phone, email, chat, or in person. This involves answering questions, providing guidance, and resolving issues promptly and professionally.
Hardware and Software Support: Installing, configuring, and maintaining computer hardware, software, and peripherals. This may include setting up new workstations, troubleshooting hardware failures, and installing software updates.
Network Support: Basic network troubleshooting, including resolving connectivity issues, configuring network devices, and monitoring network performance. This may involve working with routers, switches, and firewalls.
Documentation: Maintaining accurate records of support requests, troubleshooting steps, and resolutions in a help desk system or knowledge base. This also includes creating user guides and documentation for common issues.
System Monitoring: Monitoring systems and infrastructure for potential issues and proactively addressing them to minimize downtime.
Escalation: Escalating complex or unresolved issues to higher-level support teams or vendors.
User Training: Providing basic training to end-users on the use of hardware, software, and other IT resources.
Asset Management: Tracking and managing IT assets, including computers, peripherals, and software licenses.
Collaboration: Working closely with other IT team members and departments to ensure seamless IT service delivery.
Security: Adhering to security policies and procedures to protect sensitive data and systems.
