Installing and configuring computer hardware, software, systems, networks, printers, and scannersMonitoring and maintaining computer systems and networksResponding in a timely manner to service issues and requestsProviding technical support across the company (this may be in person or over the phone)Setting up accounts for new usersRepairing and replacing equipment as necessaryTesting new technologyPossibly training more junior staff membersMonitor and respond quickly and effectively to requests received through the IT helpdeskRespond to customer queries by phone and emailCreate step-by-step training material with screenshots for clientsProvide technical assistance and support for incoming concerns and issues related to systems, software, and hardwareDocument internal proceduresMaintain daily performance of computer systemsAsk educated questions and listen to customers to determine the root cause of issuesWork through the problem-solving process with customers, empowering them to do the same in the futureRun diagnostic problems to resolve problemsClean up computersTrain incoming staffReport significant and recurring issues to the tier-2 support teamResolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systemsCollect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to the customer to ease in troubleshooting.Direct unresolved issues to the next level of support personnel.Provide accurate information on IT products or services.Record events and problems and their resolution in logs.Follow-up and update customer status and information.Pass on any feedback or suggestions by customers to the appropriate internal team.Identify and suggest possible improvements in procedures.

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