IT Help Desk

1. Technical Support:

• User Assistance: Provide support for Microsoft operating systems (e.g., Windows 10/11) and Office 365 applications. Troubleshoot and resolve software, hardware, and peripheral issues.
• Network Troubleshooting: Diagnose and resolve network-related issues, including LAN/WAN connectivity problems and VPN configuration issues.

2. User Account Management:

• Active Directory: Create, modify, and manage user accounts and groups, controlling permissions and access rights.
• Password Management: Assist users with password resets, account lockouts, and multifactor authentication issues.

3. Network Configuration and Maintenance:

• Switch and Router Configuration: Assist in the setup and configuration of switches (VLANs) and routers, supporting basic routing protocols and under the guidance of senior staff.
• Network Monitoring: Utilize network monitoring tools to observe performance, detect anomalies, and proactively address potential network issues.

4. Documentation and Reporting:

• Ticket Management: Efficiently log, track, and resolve IT support requests using a ticketing system, maintaining thorough and accurate documentation.
• Network Documentation: Update and maintain documentation of network configurations, policies, and troubleshooting steps to ensure consistency and knowledge sharing.

5. Installation and Configuration:

• Software Installation: Install, configure, and update Microsoft applications, ensuring systems are secure and functioning optimally.
• Network Equipment Setup: Assist with the installation and configuration of network hardware, including switches, routers, and access points.

6. User Training and Support:

• Training Sessions: Conduct end-user training on the effective use of Microsoft applications, basic troubleshooting, and common network tasks.
• Guidance: Provide clear instructions to users on resolving routine IT issues, empowering them with basic knowledge of systems and networks.

7. Collaboration and Escalation:

• Team Collaboration: Work closely with network engineers and senior IT staff to solve complex technical issues, sharing insights and knowledge.
• Issue Escalation: Recognize when a problem requires higher-level expertise and escalate to the appropriate team members or departments as needed.

8. Customer Service:

• User Interaction: Maintain professionalism while interacting with users, ensuring clear communication and empathy towards their needs.
• Follow-Up: Perform follow-up actions to ensure that resolved issues have been fully addressed and users are satisfied with the support provided.