1. Technical Support:

• Assist with hardware and software issues.
• Troubleshoot and resolve user problems via phone, email, or chat.

2. User Account Management :

• Create, modify, and disable user accounts.
• Manage password resets and account permissions.

3. Incident Management

• Record and track incidents using a ticketing system.
• Prioritize and escalate issues as needed.

4. Hardware Maintenance

• Assist with the installation and configuration of hardware components.
• Maintain inventory of IT equipment.

5. Software Installation and Updates

• Install and update software applications.
• Ensure compliance with licensing agreements.

6. Network Support

• Help users connect to the network, including Wi-Fi and VPN.
• Assist with basic network troubleshooting.

7. Documentation and Reporting

• Maintain documentation of procedures and solutions.
• Generate reports on help desk performance and common issues.

8. User Training

• Provide training and guidance to users on software and systems.
• Create user manuals and training materials.

9. Communication

• Keep users informed about the status of their issues.
• Communicate updates regarding system changes or maintenance.

10. Collaboration

• Work with other IT teams to ensure comprehensive support.
• Collaborate on projects and improvements for IT services.

Skills

Educational Background

High School Diploma: Minimum requirement for entry-level positions.

Associate's Degree: Preferred in fields like Information Technology, Computer Science, or a related area.

Bachelor's Degree: Beneficial for more advanced positions or career advancement.

Technical Skills

• Operating Systems: Proficiency in Windows, macOS, and Linux.
• Hardware Knowledge: Understanding of computer components and peripherals.
• Networking Basics: Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Software Proficiency: Experience with common applications (Microsoft Office, ticketing systems).
• Troubleshooting Skills: Ability to diagnose and resolve technical issues effectively.
• Remote Support Tools: Knowledge of software used for remote assistance (e.g., TeamViewer, Remote Desktop).

Certifications (Optional but Beneficial)

CompTIA A+: Validates foundational IT skills.

CompTIA Network+: Demonstrates networking knowledge.

Microsoft Certified Solutions Associate (MCSA): Focuses on Windows Server and related technologies.

Soft Skills

• Communication: Ability to explain technical concepts to non-technical users clearly.
• Problem-Solving: Strong analytical thinking to address issues efficiently.
• Customer Service: A focus on user satisfaction and support.
• Patience and Empathy: Understanding user frustrations and providing reassurance.
• Teamwork: Ability to collaborate with other IT professionals and departments.

Experience

Prior IT Experience: Internships or previous roles in customer service or technical support can be advantageous.

• Hands-On Experience: Familiarity with troubleshooting through practical knowledge gained from labs or personal projects.