- Ensure maximum uptime and functionality of all computer systems, software, and hardware across the organization
- Provide timely and effective technical support to employees, minimizing disruptions to productivity
- Maintain secure and compliant IT infrastructure through proper configuration management and security protocols
- Enable smooth onboarding of new employees by setting up systems, accounts, and required technology
- Optimize technology investments by ensuring employees fully utilize available systems and applications
- Identify and resolve potential technical issues before they escalate into major problems
- Document solutions and maintain knowledge bases to improve future problem resolution efficiency
- Support organizational growth through scalable IT infrastructure and proactive system maintenance
Objectives
Responsibilities
- Respond to and resolve IT support requests from employees via help desk tickets, phone, email, or in-person
- Troubleshoot hardware, software, and network issues across desktops, laptops, printers, and mobile devices
- Install, configure, and maintain computer hardware, software applications, and operating systems
- Set up workstations and user accounts for new employees during onboarding
- Perform regular maintenance tasks to ensure optimal system performance and security
- Install software updates, patches, and security fixes as needed
- Manage user permissions, passwords, and access rights in Active Directory and other systems
- Document all support requests, troubleshooting steps, and resolutions in ticketing system
- Provide training and guidance to employees on software applications and hardware usage
- Monitor and maintain local area networks (LANs), wide area networks (WANs), and Internet systems
- Conduct preventive maintenance and testing on network systems and equipment
- Assist with installation of network cabling, security cameras, phone systems, and access control systems
- Maintain inventory of IT equipment, software licenses, and technical documentation
- Escalate complex technical issues to senior IT staff or external vendors when necessary
- Ensure compliance with data security policies, HIPAA regulations, and other applicable standards
Required Skills & Qualifications
- High school diploma or equivalent; associate's degree or technical certification in information technology, computer science, or related field preferred
- 2-3 years of experience in IT support, help desk, or desktop support role
- Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office Suite
- Experience with Microsoft Office 365, Exchange, SharePoint, and cloud-based applications
- Proficiency in Active Directory, DHCP, DNS, and server management
- Understanding of computer hardware, including desktops, laptops, printers, and peripherals
- Basic networking knowledge including LAN/WAN configuration and troubleshooting
- Ability to diagnose and resolve hardware, software, and network problems effectively
- Excellent verbal and written communication skills to explain technical concepts to non-technical users
- Strong customer service orientation with patience and professionalism
- Ability to work independently and prioritize multiple tasks in a fast-paced environment
- Physical ability to lift up to 50 lbs and work on ladders when required
- Valid driver's license and willingness to travel between locations as needed
Preferred Skills & Qualifications
- Bachelor's degree in computer science, information technology, or related field
- CompTIA A+ certification or equivalent industry certification
- Additional certifications such as CompTIA Network+, Microsoft 365 Certified, or ITIL Foundation
- Experience with Windows Server administration and virtualization platforms (VMWare, Hyper-V)
- Knowledge of Azure Active Directory, Intune, and endpoint management
- Familiarity with remote support tools such as TeamViewer, AnyDesk, or remote desktop protocols
- Experience supporting Mac OS X and iOS/iPadOS devices in an enterprise environment
- Understanding of VoIP phone systems, SIP trunks, and telecommunications technology
- Knowledge of IP security camera systems and access control systems
- Experience with structured cabling, network switches, and wireless access points
- Scripting knowledge in PowerShell, VBScript, or similar languages
- Familiarity with cybersecurity best practices, antivirus software, and threat detection
- Experience with backup solutions, disaster recovery procedures, and data protection
- Knowledge of HIPAA, CJIS, or other compliance frameworks
- Experience working with managed service providers (MSPs) or IT service providers
- Project management experience with IT deployments and infrastructure upgrades
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What Does an IT Support Do?
An IT Support professional installs, configures, troubleshoots, and maintains computer systems, hardware, software, and networks to ensure employees can effectively use technology to complete their work. They respond to support requests, diagnose technical problems, and resolve issues to minimize disruptions and maximize productivity across the organization.
Organizations need IT Support to keep their technology infrastructure running smoothly and ensure employees have immediate access to technical assistance when problems arise. IT Support professionals prevent costly downtime, protect data through proper security measures, and enable employees to fully utilize technology investments that drive business success.
IT Support professionals need strong technical knowledge of operating systems, hardware, software applications, and networking, combined with excellent problem-solving abilities and customer service skills. They must communicate complex technical concepts clearly to non-technical users while working efficiently under pressure to resolve multiple issues simultaneously.
What Are the Responsibilities of an IT Support?
The responsibilities of an IT Support are to maintain computer systems, respond to technical issues, and provide comprehensive technology assistance across the organization.
IT Support duties include troubleshooting hardware and software problems, installing and configuring workstations, managing user accounts and permissions, performing system maintenance and updates, and documenting all support activities. They also train employees on technology usage and ensure network systems function properly.
These responsibilities directly connect to hiring success because asking relevant interview questions about troubleshooting methodology, customer service scenarios, and technical problem-solving helps identify candidates who can effectively support users while maintaining system reliability and security.
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