IT Contractor Duties and Responsibilities
The following document outlines the duties and responsibilities for an IT Contractor at our site location. The contracting company is expected to provide a qualified individual who can fulfill the following roles and responsibilities:
Technical Support
- Provide direct, hands-on technical support to end users at their desks for all types of desktop, laptop, and peripheral device issues.
- Diagnose and resolve hardware, software, operating system, and peripheral device problems.
- Assist with the installation, configuration, and maintenance of desktop and laptop systems, ensuring they are set up to meet user requirements. Systems media and licenses to be provided by the customer.
- Assist with physical inventory, tracking of IT assets, and ensure accurate documentation of the hardware and software on each user's machine.
- Provide support for faulty hardware, including the replacement of defective components (e.g., hard drives, RAM) or devices (e.g., keyboards, monitors) as necessary, using customer supplied replacement components.
- If an issue cannot be resolved, ensures it is escalated to the appropriate technical support team, keeping the Help Desk informed of the status.
End-User Assistance
- Serve as the first point of contact for end-users seeking technical assistance via phone, email, chat, and in-person.
- Log, categorize, and prioritize all support requests and incidents in the service desk ticketing system.
- Provide first-level troubleshooting and resolution for a wide range of hardware, software, and network-related issues, including:
- Desktop and laptop support (Windows, macOS)
- Software application support (e.g., Microsoft Office 365, other business applications)
- Printer and peripheral device support
- Basic network connectivity issues (LAN, Wi-Fi, VPN)
- User account management (password resets, access permissions)
- Guide end-users through step-by-step solutions, providing clear and concise instructions.
- Perform remote troubleshooting using remote access tools.
- Escalate complex issues to second or third-level support teams according to established procedures.
- Follow up with end-users to ensure their issues have been resolved to their satisfaction.
- Maintain accurate and up-to-date records of all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Contribute to the development and maintenance of knowledge base articles and FAQs for common issues.
- Assist with the onboarding and offboarding of users, including account creation/termination and hardware setup/retrieval.
- Participate in IT projects and initiatives as required.
- Adhere to company IT policies and procedures.
- Identify recurring issues and contribute to problem management efforts to prevent future occurrences.
- Provide basic training and guidance to end-users on the use of IT systems and applications.
- Monitor the status of escalated tickets and follow up with relevant teams to ensure timely resolution.
