Computer Support Specialist Foundational Tasks

1. Answer user inquiries regarding computer software or hardware operation to resolve problems
2. Oversee the daily performance of computer systems

Computer Support Specialist Foundational Tasks

1. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
2. Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
3. Refer major hardware or software problems or defective products to vendors or technicians for service
4. Prioritizes "tickets" or requests for help based on business need, staff hierarchy or urgency of problems
5. Enter commands and observe system functioning to verify correct operations and detect errors
6. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
7. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications

Sets up and removes employee or client workstations or devices, including setting up access controls

1. Sets up desktop, laptop and other. devices for employees
2. Installs software on network or individual users computers, laptops or devices and sets appropriate access controls or authorities
3. Sets up user identifications and passwords and implements policies regarding passwords and user/administrator permissions
4. Establishes secure external connections to network or desktops using secure remote access technology
5. Installs printers on networks or individual devices
6. Sets up network drives, employee folders and centralized data repositories
7. Sets up email account for users and establishes storage limits and backup parameters
8. Maintains and manages software licenses
9. Removes users from network, archives data and files, removes workstations and disables devices for users exiting the organization or prohibited from using IT resources

Installs, provides user support for, or troubleshoots hardware and commercial software

1. Uses knowledge base articles or other guidance provided by Clients to troubleshoot user issues
2. Uses logic to discover source of faults and recommends appropriate solutions
3. Demonstrates ability to use basic software, including set-up of preferred default settings, instructs other users on the basic features of standard software packages, and identifies and remedies typical faults in relevant software packages
4. Identifies situations in which the fault must be escalated to a higher-level technology support individual, including an outside vendor
5. Contacts outside vendors or vendor supported help desk to solve difficult problems or procure software patches
6. Prioritizes "tickets" or requests for help based on business need, staff hierarchy or urgency of problems

Installs, maintains and troubleshoots networks

1. Connects devices to networks using remote access technologies
2. Installs network security software and devices and monitors system for signs of hacking, intrusion, or viruses
3. Tests resiliency of security devices or software and monitors bandwidth utilization
4. Establishes and sets access levels and permissions based on employees' job roles and company policies
5. Assists in setting up, configuring, and managing servers including data storage
6. Sets up user identification parameters on servers
7. Assists in monitoring server use, efficacy of data back-up and storage systems and integrity of redundant systems or technologies

Monitors and helps maintain network security by adhering to security policies

1. Monitors adherence to password policies, including enforcement of password update intervals
2. Sets user access levels and permissions based on organizational policies
3. Monitors antiviral software to understand potential threats and updates as needed
4. Reads, attends conferences or interacts with other IT professionals to know and understand current threat levels and mechanisms
5. Ensures that encryption technology and access controls are utilized to protect sensitive data
6. Ensures that off-site staff are using secure connections to access network
7. Assists in or monitors use of back-up technologies and network redundancies to minimize risk

Supports internal or external clients in the use of videoconferencing technology

1. Installs, launches, operates, and troubleshoots software designed to facilitate presentations, web-based conferencing, and audioconferencing (Zoom, Go to Meeting, Cisco WebEx, Microsoft Teams)
2. Sets up, schedules, and manages web-based or video conferences
3. Provides support to users during meetings, conferences, or webinars
4. Sets up user accounts on voice technologies or systems, including voicemail

Makes minor software modifications to improve performance or customize to user needs

1. Surveys user needs to understand what modifications are needed
2. Inserts or loads organizational templates or standards into software, such as presentation templates in PowerPoint or equivalent software
3. Monitors computer performance and recommends upgrades or modifications as necessary to improve speed or other performance parameters
4. Uses software to set up needed business functions, such as workflows, tracking, archiving or other functions

Assists in maintaining or updating content and manages user access profiles and authorities for Microsoft SharePoint

1. Sets user / author access permissions based on organization's policies
2. Uploads new content to organization's SharePoint site or removes old content as instructed
3. Tests functionality of links embedded in the SharePoint site
4. Notifies appropriate person if incorrect, outdated or otherwise problematic content is identified
5. Notifies appropriate person if SharePoint site is not functioning properly