What is IT Support?

In the modern world, most businesses have a certain level of reliance on computers.  Unfortunately, computers still have unforeseen issues that arise from time to time.  Having an IT professional at your service is important for any business concerned with having its records secure and accessible as well as with having its computers and network consistently working appropriately.  So, what is IT support?

Information Technology (IT) is concerned with all aspects of managing and processing information.  As such, it is a very broad subject which includes everything from computers to applications, data storage, and servers.  These technologies are designed to assist businesses in running efficiently.  Support is the service provided by a technician or company who manage the software and devices.

The responsibilities of an IT Provider are widely varied.  For the purposes of this article, we will provide a general breakdown of the two main categories of IT: help desk support and network administration.

Top view of business man hands working on laptop or tablet pc on wooden desk.

Help Desk Support

The help desk is your first point of contact when attempting to correct a problem with your computer.  When a help desk is contacted, the technician will be able to diagnose the issue and take the appropriate steps to remedy the situation.

Generally, your technician will be able to assist you immediately.  They will ‘remote in’ to your computer to fix your problem.  This means that instead of coming to your desk, they will ask for permission to access your computer and help you from another location.  In some situations, you will be able to watch them take over control of your device on your screen.

Your help desk provider will likely use a ticketing system.  These systems rank the current issues that need assistance by how urgent they are.  Problems that completely halt work will be bounced to the top of the system while minor issues may be postponed if something more urgent comes up.  However, these systems will keep technicians aware of the minor problems so that every issue gets resolved instead of getting stuck at the bottom of the list.

Network Administration

Network Administration is concerned with how computers interact to exchange information. Your Network Administrator will help you with setting up the processes and policies to keep your computers communicating with each other, your external devices, and the Internet.

Initially, the Network Administrator will set up the computers, printers, routers, modems, and servers for you.  They will run the ethernet cables and set up the Wi-Fi, so all the system devices can communicate effectively.

After the infrastructure is up and running, the Network Administrator will maintain the system by installing the necessary updates and monitoring programs to stay ahead of any changes or issues that may happen.

In conclusion, IT support covers a wide range of tasks for the hardware and software in a computer network.  The help desk offers troubleshooting assistance and resolves software problems for individual computers.  The Network Administrator takes care of the hardware on site and make sure it has the right corresponding, updated software.  Although these have some overlap, this is the basic breakdown of IT support.

If you have any question, please feel free to leave a comment below or contact us at support@priorityitworks.com.

Read more:

Jason Mandresh

Jason Mandresh


Jason does the Marketing and Sales for Priority IT Works.  In addition to the Blog he assists with customer satisfaction and website design.