Job Description for IT technical support

Job description

IT technical support officers monitor and maintain the computer systems and networks of an organisation. They install and configure computer systems, diagnose hardware/software faults and solve technical problems, either over the phone or face-to-face.

Organisations rely on accessing information via computers. Problems may arise through systems failure, operator error or user misunderstanding. Businesses cannot afford to be without the whole system, or individual workstations, for more than the minimum time taken to repair or replace them.

Technical support officers are sometimes known as help desk operators, technicians or maintenance engineers. The work is as much about understanding how packages are used as applying detailed technical knowledge.

Typical work activities

In essence, technical support officers are responsible for ensuring the smooth running of computer systems. Tasks vary depending on the size and structure of the organisation, but will typically include:

• installing and configuring computer systems;
• monitoring and maintaining computer systems and networks;
• talking staff/clients through a series of actions, either face to face or over the telephone;
• troubleshooting system and network problems and diagnosing and solving hardware/software faults;
• finding solutions to problems, be it through creating a desktop shortcut or fixing a major fault on the operating system;
• replacing parts as required;
• providing support, including procedural, documentation;
• following diagrams and written instructions to repair a fault or set up a system;
• running network applications to support systems and users;
• supporting new applications;
• setting up new users;
• responding within agreed time limits to call-outs;
• working continuously on a task until completion (or referral to third parties, if appropriate);
• prioritising and managing several open cases at one time;
• rapidly establishing a good working relationship with other professionals (e.g., contract businesses) in order to make necessary repairs;
• testing and evaluating new technology;
• conducting electrical safety checks on computer equipment