What Do IT Support Personnel Really Do?


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As an IT support personnel, let me tell you, our job is often misunderstood. Sure, we may be seen as the go-to people for computer glitches and software updates, but our role goes much deeper than that. We are the protectors of your company’s data and systems, the guardians of its secrets and sensitive information. We are the ones who are constantly on the lookout for vulnerabilities and potential attacks that could cost your company thousands, if not millions, of dollars in damages and lost revenue. So, what do IT support personnel really do? Let’s take a dive into our world and explore the countless tasks we undertake to safeguard your company’s technological infrastructure.

What do people in IT support do?

People in IT support play an essential role in ensuring the efficient operation of technology within a company. They are responsible for investigating, troubleshooting, and evaluating issues that arise with different types of technology. In general, here are some of the tasks that the IT support specialists do:

  • Assist internal customers
  • IT support specialists help employees within a company with any technology-related issues they might have. They are responsible for providing excellent customer service and ensuring that employees are productive.

  • Help external customers
  • In addition to assisting internal customers, IT support specialists also help external customers by phone or via web chat. They are responsible for providing technical support, answering queries, and resolving any issues that customers might be experiencing.

  • Investigate and Troubleshoot
  • IT support specialists must be able to investigate and troubleshoot any technological issues that arise, including software and hardware failures and network connectivity issues. They must have an in-depth understanding of how different technologies work, and be able to apply this knowledge to resolve any problems that arise.

  • Maintain Technology Systems
  • IT support specialists also play a crucial role in maintaining various technology systems within a company. They are responsible for ensuring that all systems are up-to-date and running smoothly, installing new software and hardware, and identifying potential security risks and vulnerabilities.

    Overall, IT support specialists are an essential part of any company’s technology team. They must be knowledgeable, resourceful, and able to provide excellent customer service to both internal and external customers.

    ???? Pro Tips:

    1. Troubleshooting: A major role of people in IT support involves handling technical support tickets and troubleshooting issues that arise in the office or for external clients.

    2. System and Network Administration: IT support personnel must be able to maintain and support company systems and networks including server maintenance, backups and data recovery.

    3. Communication Skills: Effective communication skills are a key asset to any IT support professional. They must be able to communicate with clients or team members of all levels of technical expertise and explain technical jargon in a clear manner.

    4. Continuous Learning: With technology constantly changing, IT support staff must stay up-to-date on the latest trends and updates in the industry to be effective at their job.

    5. Customer Service: Providing excellent customer service is a core principle for IT support personnel. This includes displaying patience and empathy, and ensuring that the customer’s issues are resolved in an efficient and professional manner.

    Understanding the Role of IT Support Specialists

    IT Support Specialists play a crucial role in numerous organizations regardless of their size or industry. They are accountable for investigating, troubleshooting, and evaluating issues with technology such as hardware, software, and networking. The job may involve assisting internal customers, helping ensure that employees are productive as well as external customers of the company, assisting them by phone or via web chat. These support specialists are highly skilled individuals that possess deep knowledge of information technology and can offer support to computer users or can work as part of the organization’s IT team.

    In this article, we will take a closer look at the duties and responsibilities of IT Support Specialists, revealing their prowess in providing technical support, fixing problems, and ensuring that technological systems and applications within organizations, are up and running.

    Investigating and Troubleshooting Technology Issues

    IT Support Specialists are required to investigate and resolve technical issues that can affect the smooth running of technological systems in organizations. They are tasked with troubleshooting hardware, software, and network-related issues with the use of their extensive technical knowledge and experience. In the course of their work, they use different tools to identify and isolate issues, including remote access tools, diagnostic software, and help desk ticketing systems.

    When called upon, IT Support Specialists take charge of the situation to ensure that downtime is kept to a minimum or eliminated altogether to minimize disruptions to the organization. They respond proactively to ensure that employees are connected to the company’s system, that the technology is reliable and efficient, and that any snags or issues are resolved immediately and efficiently.

    Some of the important tasks undertaken by IT Support Specialists are:

    • Identifying issues by communicating with users to determine the issue and document complaints
    • Resolving network, software and hardware issues and responding to the queries of internal and external clients of the organization
    • Escalating issues that cannot be resolved to the appropriate IT department or vendor
    • Performing software installations and upgrades including pre
    • and post-installation testing and troubleshooting
    • Monitoring the performance of computer systems and network devices to identify problems and security incidents

    Assisting Internal Customers for Increased Productivity

    Employee productivity is the ultimate goal of any organization, and technology is a crucial aspect of this productivity. IT Support Specialists are at the forefront of ensuring that technology-related issues do not negatively impact employee productivity and thus the overall success of the organization. One way in which IT Support Specialists achieve this is through providing technical support to internal customers via different support channels such as phone and email.

    In many instances, IT Support Specialists offer onsite support to ensure that issues are resolved in real-time and that employees can get back to work quickly. These experts also train employees on the use of different software and hardware programs to avoid potential challenges with technology and to ensure that each employee is working at their highest levels of productivity. This assistance is critical, and it ensures that internal customers remain satisfied with the support provided and ensures that the organization is more productive as a whole.

    Supporting External Customers through Phone and Web Chat

    IT Support Specialists are not just responsible for assisting internal customers within the organization. They are also accountable for helping external customers. In many organizations, IT Support Specialists offer technical support to external customers via communication channels such as phone and web chat. This support is critical in providing a seamless experience to customers who purchase and use products from the organization.

    Through technical assistance offered, organizations build trust with their customers and, ultimately, gain customer loyalty. IT Support Specialists play a significant role in ensuring that this technical assistance is timely, efficient, and effective.

    Managing Technology-Based Solutions

    IT Support Specialists are known for their technical prowess, and this expertise is critical in assisting organizations to manage the different technology-based solutions in use. They are tasked with managing technologies such as servers, networks, email systems, and other related software and hardware. Additionally, IT Support Specialists also offer system administration duties, including user account management, system backups, and patching.

    Proper management of these technology solutions is beneficial to organizations in several ways, including realizing high efficiency, reliability, and service delivery of the technology solutions.

    Testing and Implementing Technological Advancements

    Technology is advancing at a fast pace, and it’s becoming increasingly important to keep up with some of these advancements to remain competitive. IT Support Specialists work closely with the IT department to test and implement technology-based solutions to upgrade or even replace the outdated ones. Before implementation, IT Support Specialists must ensure that the proposed technological advancements are not only feasible but also provide the desired benefits to the organization.

    Through testing and implementation, IT Support Specialists ensure that organizations are up-to-date with technological advancements and ensure that the organization remains competitive in its respective industry.

    Maintaining Security Protocols for Company Data and Information

    One of the most critical aspects of an IT Support Specialist’s job is to ensure the security and integrity of company data and information. In a world where cyber-attacks are on the rise, IT Support Specialists must remain vigilant and keep up to date on the latest security protocols and standards. These professionals ensure that company data is encrypted, backed up, and secured from unauthorized access.

    Additionally, IT Support Specialists provide cybersecurity awareness training to employees, helping them understand the importance of data security and threat awareness. They regularly assess the organization’s security posture to ensure compliance with emerging industry standards and proactively implement security controls to mitigate emerging threats.


    In summary, IT Support Specialists play a critical role in many organizations, and their contributions are immeasurable. From troubleshooting and resolving technical issues to managing technology-based solutions and maintaining security protocols, these professionals ensure that organizations remain operational and competitive in their respective industries. Their work is essential in providing technical support to internal and external customers, thereby enhancing employee productivity and building customer loyalty.