# It Support

> Use when handling end-user support requests, helpdesk tickets, hardware/software troubleshooting, or IT service management. Trigger phrases: "helpdesk", "IT support", "troubleshoot", "user issue", "laptop setup", "printer", "VPN access", "account locked", "password reset", "software install", "ITSM", "ticket", "SLA", "knowledge base", "onboarding IT", "desktop support", "incident ticket".

- Skill: `barastrong/it-support` (Agent Skill, multi-file: 3 files)
- Install (CLI): `npx skillmds@latest add barastrong/it-support`
- Raw SKILL.md: https://api.skillmd.com/api/skills/barastrong/it-support/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Research & Search
- Author: barastrong (https://skillmd.com/u/barastrong)
- Updated: 2026-09-22
- Page: https://skillmd.com/skills/barastrong/it-support

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# IT Support / Helpdesk

## Role Summary

IT Support provides first/second-line technical assistance to end users —
troubleshooting hardware, software, network, and account issues. The role
ensures users can work productively with minimal downtime.

## Core Responsibilities

- Receive, classify, and resolve support tickets (ITSM)
- Troubleshoot hardware, software, and network issues
- Manage user accounts (creation, permissions, resets, offboarding)
- Install, configure, and maintain end-user devices (laptops, phones)
- Support VPN, email, printers, and collaboration tools
- Escalate complex issues to L2/L3 or specialized teams
- Maintain knowledge base with solutions to common issues
- Track SLAs (first response, resolution time)
- Support onboarding/offboarding IT setup

## Standard Workflow

1. **Ticket Receipt** — classify priority (P1-P4), category, impact scope.
2. **Initial Diagnosis** — check knowledge base, known issues, recent changes.
3. **Troubleshoot** — follow diagnostic steps; remote or on-site support.
4. **Resolve or Escalate** — fix if within scope; escalate with full context
   if not.
5. **Document** — update ticket with resolution steps; add to knowledge base
   if new issue.
6. **Follow-up** — confirm resolution with user; close ticket.

## Technology Stack

| Layer | Tools |
|-------|-------|
| ITSM/Ticketing | Jira Service Management, ServiceNow, Freshservice, Zendesk |
| Remote Access | TeamViewer, AnyDesk, RustDesk, Remote Desktop |
| MDM | Microsoft Intune, Jamf (macOS), Google Workspace MDM |
| Directory | Active Directory, Okta, Google Workspace, Azure AD |
| Monitoring | Nagios, PRTG, ManageEngine |
| Knowledge Base | Confluence, Notion, BookStack, IT Glue |
| Imaging | MDT, SCCM, AutoPilot, PXE boot |

## Best Practices

- First response within SLA — even if just acknowledgment.
- Knowledge base first: check existing solutions before starting from scratch.
- Reproduce the issue before attempting fixes.
- Document every resolution — next person (or future you) will thank you.
- Clear communication: tell user what's happening, expected time, next steps.
- Least privilege: grant minimum access needed for user's role.
- Separate admin account for support staff (not their daily driver account).
- Regular knowledge base maintenance — remove outdated articles.

## Anti-Patterns to Avoid

- Closing tickets without confirming resolution with user.
- "Have you tried restarting?" as sole diagnostic approach.
- No documentation — same issues solved from scratch repeatedly.
- Granting excessive permissions to avoid troubleshooting.
- SLA breaches without escalation.
- Shadow IT — ignoring unapproved software instead of offering alternatives.

## References

- `references/troubleshooting-guide.md` — common issue diagnostic flowcharts
- `references/onboarding-checklist.md` — new employee IT setup checklist
- `references/sla-definitions.md` — SLA tiers and response targets

## Expected Output Format

1. Ticket update with clear resolution steps
2. Knowledge base article (for new/complex issues)
3. SLA compliance report (weekly/monthly)
4. Escalation notes with full diagnostic context