In IT Support and Resources, the job scope typically encompasses a range of responsibilities related to the maintenance, management, and troubleshooting of technology within an organization. Here’s a breakdown of key tasks that may fall under this role:

1. Technical Support

  • Troubleshooting: Diagnosing and resolving hardware, software, and network issues.
  • Help Desk Support: Providing assistance to users via phone, email, or ticketing systems.
  • Remote Support: Assisting users who work remotely through various software tools.
  • User Onboarding/Offboarding: Setting up accounts, email, permissions, and access for new hires, and removing access for departing employees.
  • Password Resets and Account Lockout Assistance.

2. Hardware Maintenance

  • Installation and Setup: Installing computers, printers, routers, and other hardware.
  • Repairs and Upgrades: Diagnosing hardware failures, replacing faulty components, or upgrading systems.
  • Inventory Management: Keeping track of hardware inventory, including laptops, desktops, and peripherals.

3. Software Support

  • Software Installation: Installing and configuring software applications.
  • Patch Management: Applying updates and patches to software and operating systems to ensure security and functionality.
  • License Management: Managing software licenses, ensuring compliance, and renewing subscriptions.

4. Network Management

  • Monitoring: Keeping an eye on network performance to ensure smooth operation.
  • Basic Networking: Troubleshooting Wi-Fi, LAN, and VPN issues.
  • Firewalls and Security: Ensuring network security by managing firewalls, antivirus programs, and other security measures.

5. Data Backup and Recovery

  • Backup Solutions: Implementing and managing data backup solutions to protect against data loss.
  • Disaster Recovery: Assisting in the recovery of data following system failures, accidents, or attacks.

6. IT Documentation

  • Maintaining Records: Keeping detailed documentation of configurations, installations, network diagrams, and problem resolutions.
  • Knowledge Base: Creating and maintaining a knowledge base for common issues to improve troubleshooting efficiency.

7. Training and User Education

  • End-User Training: Educating users on how to use software and hardware.
  • Security Awareness: Training staff on best practices for cybersecurity.

8. System Administration (Optional, Depending on Scope)

  • User Account Management: Administering Active Directory, handling permissions, and ensuring users have appropriate access levels.
  • Email Management: Managing email servers or platforms such as Microsoft Exchange or Google Workspace.

9. Vendor Management

  • Third-Party Coordination: Working with external vendors for software and hardware purchases, repairs, and services.
  • Warranty and Service Agreements: Managing warranty claims and service contracts.