Day-to-Day Support |
"It doesn't work" |
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"How do I ..." |
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Help desk level 1 |
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Help desk advanced |
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SOC help desk |
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User Management |
IT-related onboarding steps |
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IT-related offboarding steps |
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Add and remove network users |
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Active Directory maintenance |
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Group Policy management |
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Hardware Management & Support |
Define, implement, manage user-owned devices |
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Define, implement, manage company-owned devices |
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Define, implement, manage remote work policies |
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Define, implement, manage equipment acquisition policies |
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Research, recommend equipment |
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Setup new desktops, laptops |
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Setup new internal servers |
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Configure for Windows updates |
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Configure based on company policies |
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Monitor for company policy compliance |
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Support company-approved user-owned devices |
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Troubleshoot, repair desktops, laptops, printers, servers |
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Maintain fiewall firmware updates |
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Install routers, switches |
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Monitor disk usage alerts |
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Software/Application Management & Support |
Participate in software/application review, approval |
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Define, implement, manage software acquisition policies |
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Review, approve vendor solutions |
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Setup new user email accocunt |
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Setup new user hosted applications account |
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User support for approved applications, software |
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Monitor for non-approved software installs, downloads |
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Support internal development team |
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Monitor third party application updates, vulnerabilities |
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Backup Management |
Review, approve vendor solutions |
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Define company backup, recovery, retention policies |
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Configure internal network backups |
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Monitor daily backup activity |
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Resolve backup issues |
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Configure hosted application backups |
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Monitor hosted application backups |
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Resolve hosted application backup issues |
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Security Management |
Define, oversee company security policies, processes, procedures with C-suite |
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Understand cyber insurance terms, conditions, exclusions |
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Regularly communicate, educate company security policies to all employees |
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Conduct network discoveries |
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Conduct vulnerability discoveries |
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Conduct pen testing/td>
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Conduct compliance assessments |
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Conduct security awareness training |
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Security policy management |
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Access control management |
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WAN security configuration and management |
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Advanced firewall configuration and management |
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Network traffic monitoring |
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Password policy management |
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Risk management |
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Risk analysis calculations |
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Data Management and Governance |
Define, implement, monitor data security policies and procedures |
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Create, maintain company data mapping |
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Define data access roles, rights |
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Implement data access roles, rights |
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Monitor data access activity |
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Perform regular PII/PCI scans if applicable |
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Monitor data collection, storage, disposal |
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Asset Management |
Create hardware inventory |
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Create software inventory |
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Maintain hardware inventory |
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Maintain software inventory |
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Manage equipment disposal according to company policy |
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Risk Management Policies and Procedures |
Create company security policies |
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Get legal approval for company security policies |
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Monitor security policies for compliance |
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Deliver regular compliance reports to C-team |
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