Definition, Tasks, Responsibilities, and Skills for IT Support

It cannot be doubted any longer that information technology (IT) has become an integrated and essential part of every business. In the modern era, it is hard to imagine how businesses can operate without the use of IT and IT support. For this reason, it is near impossible to not involve the use of IT to have a successful business.

Even though it is a profession that revolves around IT, IT support cannot be equated with other IT-related jobs such as web developers, UI/UX designers, and even cybersecurity specialists. How can that be? The reason lies in the fact that IT support has a crucial role in ensuring the sustainability of a company’s computer system.

So, what is an IT support job like? What are their duties and responsibilities? Check out the explanation in this article!

Definition

IT support is an integral part of the IT team that a company owns, in which this job is responsible for the maintenance, repair, and technical support of the computers’ hardware and software. People who work as IT support will be the first ones a company will contact when a problem takes place with the computers, network, or applications that are essential for the company’s daily work.

As an expert in IT, IT support must have comprehensive and extensive knowledge about multiple technological aspects, such as operating systems, networks, and software that a company uses. Good communication skills are also important for this job because people who work as IT support must be able to deal with people with different comprehension levels of technology.

Read also: 11 Most Searched IT Jobs in 2023, Here They Are

Tasks and Responsibilities

Let us look at the list below to understand several tasks and responsibilities of IT support.

1. Ensure All Computer Runs Smoothly

The first task and responsibility are to ensure that all computers within a company can function normally. IT support must be able to do operating system installation, configure hardware, and confirm that all drivers and software have been properly installed.

2. Ensure All Computers are Connected to the Network

IT support is also responsible for ensuring that all computers in a company are connected properly to the company’s network. IT support sets and monitors the network infrastructure such as switches and routers to ensure stable connectivity.

3. Ensure all Applications Run Smoothly

Other than maintaining hardware and network, IT support must also ensure that all software such as apps that the employees use can work just fine. IT support regularly handle problems with software, update apps, and ensure the validity of the apps’ licenses and safety during use.

4. Check and Update the Operating System

Operating systems are the foundation of every computer. IT support is responsible for ensuring that all operating systems that a company use in its computers are always up to date and equipped with the latest security measures.

5. Understand the Working Principles of Switches, Routers, and Others

In maintaining network stability, IT support must understand all the work principles of network devices such as switches and routers. With sufficient comprehension, these experts can identify problems and perform repairs quickly so that the employees can have more convenience in doing their jobs.

6. Make Settings on the Computer and Browser

IT support can help in setting preferences and settings in computers and browsers that employees use so that they can work efficiently without any problems. This task is also useful in preventing employees to do non-work-related things during office hours.

7. Perform Data Backup and Restore

Securing the company’s data is the main priority of IT support. IT support will do a regular data backup to ensure that all important data are protected and can be readily restored should a system failure takes place.

8. Participate in Maintaining System Security

Network and system security is very crucial for a company. IT support must be able to monitor potential security threats and take preventive steps in protecting the system from cyberattacks and malware.

Read also: AWhat is Cyber Security and Its Types of Threats?

9. Checking and Repairing a Computer When it is Broken

When a computer or other hardware suffers from damage, IT support can immediately provide quick preparation to fix the problem or decrease unwanted downtime. Work and business processes will not be put on hold because IT support will always be ready in handling problems a computer may have.

Necessary Skills and Abilities

In doing the tasks and responsibilities above, IT support must have several necessary skills and abilities.

1. Basic Computer Technology Skills

Basic computer technology skills are the foundation of IT support. They must have an extensive and comprehensive understanding of software installation and configuration that includes building computers, installing, and configuring components. Furthermore, they must be able to do operating system installations such as Windows, macOS, or Linux.

2. Cybersecurity Knowledge

Cybersecurity issue is a kind of issue that everyone must be aware of today because of the potential damage that it may cause. IT support must have a basic understanding of good security practices to protect the system and company data from potential security threats. They must understand antivirus, firewall, data encryption, and methods to protect the network from cyberattacks such as DDoS or phishing extensively.

3. Network Knowledge

IT support must understand network principles such as network topology, communication protocol, and the working processes of certain devices such as switches, routers, and firewalls. With this comprehension, they can identify and solve network connection problems as well as ensure the stability and safety of the network’s performance.

4. Communication

IT support must be able to communicate clearly and effectively with employees with different levels of technology comprehension. When facing non-technical employees, they must be able to explain technical problems with easily understandable language free from complicated technical terms. Active listening skills are also important so that they can understand problems that users face and provide suitable solutions.

5. Problem Solving

Good problem-solving skills can help them in identifying the cause of problems and finding suitable solutions quickly. IT support must also have strong analytical skills and creativity in finding alternative solutions when dealing with complex problems.

Do you understand what IT support is and the responsibilities they carry? In essence, IT support is an employee or department responsible for providing technical support and maintenance of your company’s computer network.

The decision to recruit IT support employees can require many considerations, starting from the time needed to recruit and select prospective employees to give suitable compensation for their competence.

To solve this, you can rely on the Virtual IT Department from AdIns which can provide IT support and other IT management services. We provide 24/7 online support and private helpdesk IT support so that your company can receive the best IT services for your business operations. Contact us through WhatsApp and start consulting with us about the need for an IT team in your company!