# Tasks & work activities — ICT help desk agent

Source: O*NET 30.3, occupation 15-1232.00 (Computer User Support Specialists).

## Task statements

- **[Core]** Answer user inquiries regarding computer software or hardware operation to resolve problems.
- **[Core]** Enter commands and observe system functioning to verify correct operations and detect errors.
- **[Core]** Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- **[Core]** Oversee the daily performance of computer systems.
- **[Core]** Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- **[Core]** Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
- **[Core]** Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- **[Core]** Confer with staff, users, and management to establish requirements for new systems or modifications.
- **[Core]** Develop training materials and procedures, or train users in the proper use of hardware or software.
- **[Core]** Refer major hardware or software problems or defective products to vendors or technicians for service.
- **[Core]** Prepare evaluations of software or hardware, and recommend improvements or upgrades.
- **[Core]** Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
- **[Core]** Inspect equipment and read order sheets to prepare for delivery to users.
- **[Supplemental]** Modify and customize commercial programs for internal needs.
- **[Supplemental]** Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
- **[Supplemental]** Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software.

## Detailed work activities

- Collaborate with others to determine design specifications or details.
- Collaborate with others to resolve information technology issues.
- Conduct research to gain information about products or processes.
- Document operational activities.
- Evaluate utility of software or hardware technologies.
- Install computer hardware.
- Install computer software.
- Maintain computer hardware.
- Modify software programs to improve performance.
- Monitor computer system performance to ensure proper operation.
- Participate in staffing decisions.
- Provide recommendations to others about computer hardware.
- Provide technical support for software maintenance or use.
- Read documents to gather technical information.
- Recommend changes to improve computer or information systems.
- Resolve computer software problems.
- Supervise information technology personnel.
- Teach others to use computer equipment or hardware.
- Test computer hardware performance.
- Test software performance.
- Train others in computer interface or software use.
- Update knowledge about emerging industry or technology trends.
