Main Responsibilities and Required Skills for IT Support

The IT Support updates and maintains IT equipment. They provide technical support and proceed with incidents resolutions. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for IT Supports.

Get market insights and compare skills for other jobs here.

Main Responsibilities of IT Support

The following list describes the typical responsibilities of an IT Support:

Adhere to

Adhere to service level agreements.
Adhere to service level agreements with customers to continually increase customer satisfaction.

Adjust

Adjust Windows IE security and Windows registry settings to function with support software.

Administer

Administer and resolve issues with end-user workstations and devices.
Administer security patches and upgrades to maintain compliance.

Administrate

Administrate and help manage the ITSM system.

Analyze

Analyze data discrepancies and facilitate corrections based on results.

Answer

Answer customer telephone calls for various levels of IT support, open incidents on their behalf.
Answer incoming support calls by telephone, and manage first response to the ticketing queue.
Answer technical support requests and proceeds with incidents resolutions.
Answer user emails and phone requests for technical assistance.

Apply

Apply diagnostic utilities to aid in troubleshooting.
Apply industry best practices to put release management model and processes into practice.

Assess

Assess returned equipment from leavers, archiving data then reimaging ready to be returned to stock.
Assess sales literature used by the team and take a view as to whether it can be improved.
Assess team capabilities, proactivity in identifying ways to provide and enhance value delivered.

Assist in / Assist with

Assist end users with software support such as installation, removal, and configuration.
Assist in analysis of metrics to evaluate IT system performance and recommend improvements.
Assist in BCP planning and testing by ensuring IT hardware and facilities are DR ready.
Assist in emergencies where immediate action is required.
Assist in procurement and inventory controls for hardware and software.
Assist management in crafting training materials pertaining to computer troubleshooting.
Assist other departments with identifying technology needs.
Assist Senior Support Technician in solution analysis and design activities.
Assist team with delivery and support of current and future IT projects.
Assist users with remote access systems issues.
Assist with data at rest, or workstation and removable storage encryption technologies.
Assist with day to day purchasing activities.
Assist with department administration and projects.
Assist with deployments and migrations of hardware and software.
Assist with general office duties and help upkeep the workplace.
Assist with onboarding of new users and setup and configure new accounts.
Assist with other IT Support requirements as needed, including first line support.
Assist with the management of Active Directory and Group Policies.
Assist with the production and despatch of Archive data to customers.
Assist with troubleshooting software, hardware and network issues.

Attend

Attend and / or conduct training sessions for end-.

Carry out

Carry out agreed system software maintenance tasks.

Coach

Coach and mentor other members of the IT team.

Communicate

Communicate and present data effectively.
Communicate and share knowledge, including User's Training.
Communicate assumptions and gets clarification on tasks up front to minimize the need for rework.
Communicate with prospects, leads, and users through email, phone, chat and web conference.
Communicate with technical service providers (like internet and telephone providers).

Complete

Complete IT projects individually or on teams as directed by management.
Complete maintenance checklists to upkeep and maintain Windows servers.
Complete market research and sales analysis as required.

Configure

Configure and maintain physical and virtual workstations (including Macs).
Configure and maintain printers.
Configure and Repair Apple devices.
Configure and ship equipment / accessories.
Configure and troubleshoot operating system, application and related PC software.

Confirm

Confirm issues reported to the IT Service Centre through technical triage and troubleshooting.

Connect

Connect with each member of the company to setup users on the new platform.

Contribute to

Contribute to polices, processes and procedures.
Contribute to the service desk growth strategy.

Coordinate

Coordinate and executes office / desk moves, adds, and changes.
Coordinate continuous improvement initiatives.
Coordinate customer communications with other teams as required.
Coordinate daily inspections of users equipment and processes repair tickets accordingly.
Coordinate, diagnoses and troubleshoots incoming employee calls.
Coordinate escalation and resolution of technical issues with IT teams.
Coordinate or facilitate the delivery of internal IT initiatives.
Coordinate setup and IT orientation for new employees.
Coordinate the onboarding and offboarding process for Enerkem employees and contractors.
Coordinate with IT team on issues requiring escalation.

Create

Create and distribute project status reports.
Create and maintain documentations.
Create and maintains support documentation.
Create and maintain user guides.
Create a security plan to management approval.
Create, implement, and manage procedures to support the day to day running of the business.
Create training for new compliance changes impacting our process.
Create, update, and maintain knowledge articles in our knowledge management system.

Deliver

Deliver patient, friendly, efficient user-centric IT support.
Deliver technical support services in a courteous and responsive manner.

Deploy

Deploy, maintain and troubleshoot hardware, software, and networking.

Develop

Develop our current AV offering to the business.
Develop solutions to a variety of problems of moderate scope and complexity.

Diagnose

Diagnose and resolve technical issues.

Direct

Direct and support implementation of software and hardware upgrades.
Direct unresolved issues to the next level of support personnel.

Document

Document all actions by completing tickets, forms, reports, logs and records.
Document internal processes and procedures related to duties and responsibilities.
Document knowledge in the form of knowledge base tech notes and articles.
Document resolution process.
Document resolutions to desktop issues and propose solutions to root cause problems.
Document technical procedures and user guides.
Document the current situation and apply relevant techniques to structure information.
Document, track, and monitor the incident in the ticketing system to ensure a timely resolution.
Document, track, monitor, and follow-up with internal clients.

Engage with

Engage and work with third-party support and PC equipment vendors as needed.
Engage with and reassure customers to deliver outstanding customer service.

Ensure

Ensure all IT related documentation is maintained, and filing is properly managed.
Ensure all logs for equipment and users are maintained.
Ensure completeness of loan package and forward to WLS partner.
Ensure compliance with system patching & AV requirements.
Ensure desk / meeting room / new workspace or office setups.
Ensure escalated Service Desk incidents / request are resolved effectively and within the agreed SLA.
Ensure IT goals are met and procedures are followed.
Ensure operations training documentation is current and readily available.
Ensure policy adherence and provide support for both internal and external security controls.
Ensure proper recording and closure of all issues using web based ticketing system.
Ensure security of stored information and gives access to appropriate personnel.
Ensure successful backup jobs and rotates back-up media.
Ensure that there is proper documentation of steps taken.
Ensure that we meet or exceed the needs of our internal customers.
Ensure timely and accurate service levels are maintained at all times.

Escalate

Escalate any field IT issues to company IM&T department.
Escalate complex software, hardware, or network / workstation calls to the appropriate staff.
Escalate & dispatch to senior level support.
Escalate IT and IT related helpdesk issues to senior IT associates as required.
Escalate IT issues where necessary.
Escalate unresolved calls to the infrastructure support team.

Establish

Establish relationships with technology and component vendors.
Establish the quality of solutions through validation against the requirements.
Establish weekly one-on one meetings with our IT Manager.

Evaluate

Evaluate, diagnose, research, analyze and provide solutions to problems encountered.
Evaluate documented resolutions and analyse trends for ways to prevent future problems.
Evaluate existing systems and assist with planning long-term strategies.

Execute

Execute different maintenance activities when needed.

Facilitate

Facilitate communication amongst customers, and team members.

Focus on

Focus on ensuring a high level of support is maintained for users.

Give

Give and welcome feedback.

Handle

Handle documentation and asset inventory.

Help

Help Desk - Network Support.
Help establish and maintain helpdesk related SOPs.
Help establish and maintain IT related standard operation procedures (SOP's).
Help maintain our IVR phone system.

Host

Host and conduct product demos.

Identify

Identify gaps and create Knowledge Base articles as needed to fill them.
Identify, research, and resolve technical problems.
Identify and help resolve any license non-compliance issues.
Identify and propose technical improvements to leadership.
Identify opportunities and put forward ideas to support cost effectiveness.
Identify opportunities for innovations or improvements to the way ApplyBoard IT helps our customers.
Identify, research, and resolve issues and escalate when required.
Identify, research, and resolve technical problems.
Identify risks and opportunities and proactively manage them as required.
Identify technological issue trends to proactively prevent problems and develop processes to resolve.
Identify training needs or requirements for yourself individually and for the team.

Implement

Implement and improve IT processes.
Implement security updates to IT hardware, software and communication systems as requested.
Implement support tools and automation required to deliver on SLAs.

Install

Install and configure computer systems, printers, telephone, etc..
Install and configure operating systems and applications.
Install and maintain equipment mounted on towers and masts.
Install antivirus to all desktops and laptops (Mac and PC).
Install, configure, and maintain common Peripheral Devices in an Office and Shop Floor Environment.
Install, configure and maintain software applications on user computers.
Install, configure, and optimize workstations and laptops.
Install, configure, customize and administer a variety of applications.
Install, test and configure new workstations, peripheral equipment and software.
Install / troubleshoot computer peripherals for users.
Install upgrades to hardware, software and the operating system.

Instruct

Instruct and assist users with the use of computer equipment and software.

Interact

Interact and negotiate with vendors and contractors to quote and / or secure products and services.

Investigate

Investigate and resolve reoccurring issues, determining root cause, toward a permanent solution.
Investigate, diagnose and resolve software problems.

Issue

Issue and monitor security badges.

Keep

Keep a complete daily time log.
Keep all systems up-to-date.
Keep asset inventory management system up to date.
Keep current and up to date on the latest developments within IT.
Keep our knowledge base and documentation up-to-date.

Lead

Lead and manage all servers and server applications at all sites.
Lead continuous improvement efforts.
Lead effort to test, debug, performance analyze and document environment components.
Lead QA testing with the creation of test cases and scenarios.
Lead to fill a full-time role with experience supporting local and remote end users.

Learn

Learn our internal tools and systems, contributing and helping build new ones.

Liaise with

Liaise with other departments, partners and vendors.
Liaise with Vendors for onsite work as needed.

Log

Log all calls in the appropriate call logging tool.
Log all service desk calls and tickets into the system for use by other technical support analysts.

Maintain

Maintain 100% compliance with Software licensing at supported location / locations.
Maintain a high degree of professionalism in actions, demeanor and dress.
Maintain all company conference facilities, cleanup and repair as needed.
Maintain all IT end-user equipment, hardware, software, and supplies.
Maintain all User accounts, permissions and licensing management.
Maintain an accurate inventory of all IT equipment and assets.
Maintain and develop IT ticketing system and standards.
Maintain and monitor daily performance of CCDI computer systems, software, and hardware.
Maintain and organize inventories.
Maintain antivirus systems to minimize potential threats.
Maintain backup files for company computers, phones, servers, and other technical devices.
Maintain contact with users on operational and production problems.
Maintain desktop backup and recovery software for client workstations.
Maintain end user workstations, mobile devices, printers, and peripherals.
Maintain high standards to promote company values, mission, and culture.
Maintain passwords, data integrity and file system security for the desktop environments.
Maintain printers and other peripherals.
Maintain records for computer hardware and software inventory.
Maintain required documentation.
Maintain system configurations to ensure the integrity of individual systems and the overall network.
Maintain systems delegated to them as a 2nd level of support.
Maintain the company's Cyber Essentials Certification.
Maintain the highest level of customer service to ensure customer delight.

Make

Make credit decisions / recommendations in accordance with credit-granting principles.
Make sure our SLAs are met.

Manage

Manage, analyze, optimize and scale current campaigns to increase user acquisition and drive revenue.
Manage and upgrade Firmware.
Manage APIs & Integrations (e.g. MFA, SSO, etc.) and IT-automation.
Manage Apple, Android, and other mobile devices.
Manage asset tracking databases for equipment by deploying a secondary package.
Manage a ticket queue and ensure that tickets are completed based upon their assigned priorities.
Manage complex deployment in load-balanced, service-oriented environment.
Manage daily backup with different backup software.
Manage in a "follow the sun” environment, ensuring staff schedules are aligned with business needs.
Manage internal IT projects and be an expert in workflow automation.
Manage internal website technology and other online technology at the same time.
Manage local technical projects.
Manage our cyber security program.
Manage our IT infrastructure, networks, and computer systems.
Manage PC / Mac set-up and deployment for all new employees.
Manage SDC's Azure AD accounts and ensure proper synchronization.
Manage revenue forecasting and tracking for assigned projects.
Manage the company Mobile Phone network, including procuring and configuring handsets.
Manage the flow of tickets through the Ticketing system.
Manage third party companies (maintenance and support).
Manage ticketing and email queue and allocate requests accordingly.
Manage user accounts through Azure AD and MSO365 administration portal.
Manage vendors and assess quotes.

Measure

Measure the activities of Multi-Unit Support team and ensure tasks are completed on time.

Meet

Meet and exceed weekly and monthly production goals.

Mentor

Mentor and guide junior members of the team.

Modify

Modify users and telephones to system as needed.

Monitor

Monitor and maintain site backups.
Monitor backup, application, network, and system issues and be proactive in resolving the issues.
Monitor Backups, system events to ensure health, maximum system availability and service quality.
Monitor central ticketing system to ensure timely resolution of issues.
Monitor critical applications, such as Mail services, Backups and AntiVirus.
Monitor IT systems for availability, performance and security as requested.
Monitor performance and ensure system availability and reliability.
Monitor performance and maintain systems.
Monitor physical security of assigned department assets.
Monitor service levels, set targets, take action.
Monitor support incidents and work with support staff to prioritize and resolve them.
Monitor the Heritage environment and proactively report potential problem areas.

Offer

Offer timely technical support and teach users how to utilize computers correctly.

Oversee

Oversee the daily performance of computer systems and applications.

Own

Own and manage day to day IT Service Desk operations.
Own and manage small projects under specific customer guidelines and meet hard deadlines.
Own, maintain and monitor core servers and services.

Participate in

Participate in implementing system security patches and software / firmware / system upgrades.
Participate in on-call rotation.
Participate in project work as assigned.
Participate in the onboarding and offboarding process for employees and contractors.

Perform

Perform and execute organization's safety programs and policies, and compliance knowledge.
Perform daily help desk ticket maintenance and management.
Perform data analysis on many sources to determine accuracy of production records.
Perform diagnosis and resolution of end-user IT related issues.
Perform Information Assurance Officer (IAO) duties.
Perform intake and triage of requests, performing assignments of tickets to technicians.
Perform miscellaneous job-related duties, as assigned.
Perform occasional on-site service desk calls.
Perform onboarding and off boarding for employee technology needs.
Perform periodic health checks of various components.
Perform regular recovery tests to ensure that information is recoverable.
Perform remote troubleshooting through diagnostic techniques.
Perform responsibilities within established SOX and Security compliance criteria.
Perform scheduled maintenance on computer systems to ensure efficient operations.
Perform user setup procedures in Active Directory, Windows, Mac OS, O365, and other applications.

Plan

Plan and conduct assigned quality assurance audits of Lincoln Operations.
Plan and manage the required software updates / installations within Production environments.

Prepare

Prepare process equipment specifications and data sheets.

Prioritize

Prioritize and manage many open cases simultaneously.

Process

Process automation and improvement.
Process invoices for stock and supplies.
Process off-boarding requests, asset recovery, and machine reimaging.

Proffer

Proffer recommendations to clients looking to purchase new equipment or replace existing ones.

Provide

Provide 1st level support for on premises & remotely connected staff.
Provide accurate information on IT products or services.
Provide advanced level 2 support for office and field-based employees.
Provide advice, guidance and assistance to colleagues regarding incidents and problems.
Provide assistance in person, over the phone, by remote control, walk-ins, and desk side.
Provide backup to support the IT Administrator as required.
Provide basic Active Directory Users & Computers Support.
Provide basic IT infrastructure training to new users.
Provide consistent and timely follow-through and documentation.
Provide courteous and expedient end user support to our employees.
Provide discrete on-site support without compromising guest experience.
Provide end-user support and problem resolutions.
Provide executive support for senior / C-Level leadership.
Provide exemplary end-user support and service in all situations.
Provide global remote support for to all remote users.
Provide guidance and assistance to less experienced administrative assistants as required.
Provide help to Quality Support team on Production floor.
Provide identification of business requirements.
Provide individual support on request.
Provide Infosec and security auditing assistance.
Provide IT support to all Shearwater employees as well as maintaining IT related infrastructure.
Provide IT training when required.
Provide low level training when necessary.
Provide mentor & supervisory leadership to junior & senior technicians.
Provide over the phone, remote client support.
Provide problem diagnosis and resolution for a variety of hardware and software related issues.
Provide strategic thought leadership in support of the MOE IPT.
Provide support, including procedural documentation and relevant reports.
Provide support of mobile and wireless devices to include smartphones, tablets and hotspots.
Provide support outside normal hours if necessary.
Provide support to remote workers and vendors.
Provide support to users on site and remotely.
Provide support USU faculty, staff and students in resolving complex or escalated technology issues.
Provide training for end users on software, hardware and services.
Provide troubleshooting and technical support services for all employees.
Provide valuable input in regards to office moves, remote working and international expansion.

Reach

Reach out regularly to all support staff to determine current workload.

Read

Read technical manuals and confers with users, to diagnose / investigate technology issues.

Receive

Receive and respond to calls and e-mails regarding computer related problems.
Receive communication from SAM's and AM's on support request.
Receive shipments of materials destine for Mary and Milne.

Recognize

Recognize and escalate deeper and more complex issues to IT support technicians.

Reduce

Reduce change execution times by planning implementations with parallel work streams.

Refer

Refer to external IT consultant or software providers for more complex issues.

Remain

Remain current on trends in the IT industry regarding end-user systems and support techniques.

Report

Report all software licenses for the company to help ensure complete compliance at all times.
Report technical problems which need to be addressed by improved policies or procedures.

Research

Research and evaluate emerging technologies, hardware, and software.
Research and identify solutions to software and hardware issues.
Research, evaluate, and provide technical solutions to address defined business requirements.
Research, identify and implement new systems to replace the current systems.

Resolve

Resolve escalated Office 365 related incidents.
Resolve issues with OneLogin, GSuite, Atlassian, Slack, etc..
Resolve technical problems with LAN, WAN, VPN, WiFi, Print Servers and other back office systems.

Respond to

Respond to all help desk requests, applying advanced diagnostic techniques to identify problems.
Respond to end user requests.

Review

Review and be accountable for meeting deadlines.
Review and contribute to projects throughout their life cycle where necessary.
Review and monitor content to ensure consistency with County policies and procedures.
Review and resolve tickets on CCDI' s ticketing system with employees and vendors.
Review, define, enforce and influence standards and quality metrics.
Review monthly bills and code as instructed.

Revise

Revise the work of previous designers to create a unified aesthetic for our brand materials.

Schedule

Schedule repairs with vendors as needed.

Select

Select and implement practical IT fleet management software and processes (MDMs etc.).

Serve

Serve as the liaison between the infrastructure and general operations of the facility.

Set

Set specific customer service standards.
Set targets and objectives for the team, and deliver results.

Setup

Setup and configure VPN's, as well as troubleshoot connectivity issues.
Set up a predominantly remote workforce with computers and software.
Set up equipment for employee, or assist relocation of equipment.
Setup for training sessions with conference phone as needed.
Setup new user accounts and configure required hardware.
Set up new user mail accounts.
Setup new users with an account, and configure required hardware.

Share our commitment to productivity, effectiveness and operational efficiency.
Share resulting updates to Geo IT, and lead applicable changes.

Ship

Ship damaged materials off site when necessary.

Simplify

Simplify the identity verification experience for users.

Strive

Strive to gain and grow knowledge of MS Walker's products and culture.

Support

Support access provisioning efforts in a dynamic IT environment.
Support add / move / change requests - including desktops / laptops, printers, and other peripherals.
Support and manage Linux / VMware servers, network storage and commuting clusters.
Support and manage new starter onboarding requests.
Support both Standard and Virtual desktops.
Support client voice issues, to include VoIP and SIP services.
Support end users at their desktops and via phone and email.
Support Executive capable of managing sites at JLL Global Center of Expertise office at Bangalore.
Support IT onboarding session for new employees and manage offboarding.
Support local & remote users via support tickets and documentation.
Support major projects, software upgrades, and organizational system deployment and changes.
Support network products from operational and maintenance perspectives.
Support other quality systems and projects as needed.
Support our clients IT technology business plan . &#.
Support role will help support our customers and senior consultants.
Support senior engineers on projects.
Support the implementation and operation of virtual classrooms.
Support the IT Technician in their duties for all aspects of IT desktop infrastructure.
Support Zoom rooms, Zoom application, Slack, MS Teams.

Take

Take personal responsibility for fostering a green workplace through sustainable work practices.
Take pride in their work and strives for excellence in the mundane.

Test

Test and evaluate new technologies.
Test issue remediation to ensure problem has been adequately resolved.
Test preparation, build management, mobile devices preparation.

Treat

Treat every issue as an opportunity to educate the end-user.

Triage

Triage issues and service requests via phone, e-mail or service desk ticketing system.
Triage, prioritize and respond to IT support requests via ticketing software.
Triage service desk incident queues to ensure quick incident assignment.

Troubleshoot

Troubleshoot and escalate issues where appropriate.
Troubleshoot and maintain network, Wi-Fi and telephony connectivity.
Troubleshoot and resolve computer and network related problems.
Troubleshoot and resolve routine issues received from end-users.
Troubleshoot and resolve software application errors, printer issues, active directory management.
Troubleshoot and resolve user technical issues (remote and onsite).
Troubleshoot business-critical applications.
Troubleshoot remote access issues, both software and hardware.
Troubleshoot simple support issues and provides timely resolution.
Troubleshoot system hardware and software specific issues.

Understand

Understand and comply with relevant Standard Operating Procedures.
Understand the target audience and knows how to cater to those audiences.
Understand the logging system so that you can monitor for security breaches.

Undertake

Undertake application support in a particular region / regions.

Update

Update and drive towards resolution 35 or more incidents per day.
Update Knowledge base, users and assets on service desk.
Update the status of unresolved incident tickets with most current information.

Upgrade

Upgrade different types of hardware and software with minimal impact to users.

Use

Use of Remedy or ServiceNow to create and track tickets through to problem resolution.
Use our service desk to timely respond to and resolve user issues as per SLA's.
Use working knowledge of Exchange migration (from legacy versions) and integration.

Utilize

Utilize remote and phone support channels for optimal interaction with customers.

Walk through

Walk end users through a variety of problem-solving processes.

Work with

Work closely with the Human Resources team to ensure new employees have all IT needs satisfied.
Work independently but recognise escalation paths where appropriate.
Work independently to deliver project results on time and within budget.
Work in trouble ticket queue using to resolve end user issues opened via Remote IT Support.
Work with and collaborates with external vendor support teams to resolve issues.
Work with end users through resolution as necessary.
Work with responsible AD and market accountant to maintain inventory levels.
Work with stakeholders to ensure their requirements are being met.
Work with suppliers during a software or hardware issues.
Work with vendors to install, configure, maintain and support various applications / systems.

Write

Write audit reports with findings and action items and identify their significance.
Write clean, maintainable code and love working on interesting problems.
Write and maintain documentation of issues that arise and resolution.
Write, submit, and track bug tickets via tracking software Jira.
Write training how-to guides and manuals to document all internal procedures.

Most In-demand Hard Skills

The following list describes the most required technical skills of an IT Support:

Active Directory
Customer Service
Troubleshooting
Windows
Linux
Office 365
DNS
Networking
Microsoft Office
A+
DHCP
Windows 10
IT
Servers
NS Excel
CCNA
MCSE
Hardware
Software
Jira
Operating Systems
PC
Macos
TCP / IP
MCITP
MS Sharepoint
MS Word
Installing
VPN
IOS
Apple
Itil
MAC
Network Infrastructure
SQL
Android
Powershell
AWS
CNE
Diagnose And Fix Hardware

Most In-demand Soft Skills

The following list describes the most required soft skills of an IT Support:

Written and oral communication skills
Problem-solving attitude
Interpersonal skills
Analytical ability
Organizational capacity
Attention to detail
Flexible
Self-motivated
Work independently with little direction
Team player
Time-management
Multi-task
Troubleshooting skills
Self-starter
Adaptable to changes
Leadership
Strong
Initiative
Priority management
Bilingualism
Critical thinker
Positive attitude
Planning
Proactive
Listening
Creative
Detail-oriented
Organized
Presentation
Enthusiastic
Problem management
Work under pressure
Energetic
Customer-oriented technical consultative
Resourceful