IT Support / Help Desk
Help people get unstuck without guessing or creating a bigger problem.
IT support combines technical troubleshooting with process and communication. Good technicians narrow problems with evidence, follow security policy and make the next person’s job easier when they escalate.
Career path
13 tasks that grow with you
PHASE 1
Network Diagnosis
Read symptoms, test connectivity and narrow common network causes.
Understand the support ticket
Troubleshooting · DNS · Ticket reading
LockedBriefing requiredTest name resolution
DNS · Diagnostics · Command line
LockedBriefing requiredVerify basic reachability
Networking · Ping · Troubleshooting
LockedBriefing requiredInspect the network configuration
Windows · Networking · Diagnostics
LockedBriefing requiredRecognize an automatic private address
DHCP · Networking · Diagnosis
LockedBriefing requiredPHASE 2
Safe Support Operations
Handle identity, phishing, prioritization and onboarding without unsafe shortcuts.
Handle an urgent password-reset caller safely
Security · Policy · Customer handling
LockedBriefing requiredRespond to a clicked phishing link
Security · Incident response · Support process
LockedBriefing requiredPrioritize by SLA and business impact
Prioritization · SLA · Customer impact
LockedBriefing requiredPrepare a new starter without sharing shortcuts
Account administration · Access · Process
LockedBriefing requiredPHASE 3
Communication & Escalation
Communicate clearly, escalate useful evidence and manage access changes safely.
Build a clear customer update
Communication · Troubleshooting · Customer care
LockedBriefing requiredEscalate with useful evidence
Escalation · Networking · Communication
LockedBriefing requiredDiagnose a VPN-only name-resolution failure
VPN · DNS · Remote support
LockedBriefing requiredOffboard a departing employee safely
Account administration · Security · Process
LockedBriefing required