Valencia College

IT Support

• Provide first-level technical support to users via phone, email, or in person.
• Diagnose and troubleshoot basic hardware, software, and network issues.
• Assist with password resets, account unlocks, and basic system administration tasks.
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Escalate unresolved issues to IT Support L2 or appropriate teams.
• Maintain and update ticketing system with details of issues and resolutions.
• Ensure adherence to service level agreements (SLAs) and response times.
• Provide support for software applications commonly used within the organization.
• Assist in setting up and supporting workstations for new employees.
• Document procedures and provide end-user training on basic technical issues.
• Maintain IT inventory records and ensure hardware availability.

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