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IT Support

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IT support keeps users and systems running — provisioning, troubleshooting, recovery, and documenting fixes so they don’t recur. Good support combines technical skill with calm communication under time pressure.

Overview

ITIL is the canonical framework. Daily work centers on incident, problem, change, request, and knowledge management — each backed by a ticketing system and an SLA.

Support Tiers

  • Tier 1 — front line; password resets, account unlocks, basic triage.
  • Tier 2 — desktop/server admins; deeper troubleshooting.
  • Tier 3 — engineers, vendor specialists, escalations.
  • Tier 4 — vendor / OEM support.

Ticket Workflow

  1. Receive (portal, email, phone, chat).
  2. Classify, prioritize (impact × urgency).
  3. Assign to queue / technician.
  4. Reproduce, diagnose, resolve.
  5. Document the fix in the knowledge base.
  6. Confirm resolution with the user; close.
  7. If recurring → open a problem ticket for root cause.

Common Issues

  • Authentication — locked accounts, expired passwords, MFA reset.
  • Connectivity — Wi-Fi, VPN, DNS, proxy, firewall, certificate.
  • Printing — driver, queue, network share, color management.
  • Email — quota, spam quarantine, Outlook profile, mailbox migration.
  • Hardware — disk full, RAM, battery, power supply, peripherals.
  • Application — install/repair, license, group membership.
  • Performance — startup items, malware, fragmentation, telemetry.

Tools

  • ITSM: ServiceNow, Jira Service Management, Freshservice, Zendesk.
  • RMM: ConnectWise Automate, NinjaOne, Datto, N-able.
  • Remote control: ScreenConnect, TeamViewer, AnyDesk, Quick Assist.
  • Endpoint management: Intune, SCCM, Jamf, Workspace ONE.
  • Imaging: MDT, Autopilot, Clonezilla, FOG.

Certifications

  • CompTIA A+, Network+, Security+.
  • Microsoft MD-102, AZ-104.
  • ITIL 4 Foundation.
  • Cisco CCNA.
  • HDI Customer Service Representative.
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