need some general help...quick plz!
help me! im doing a report for my business communication class on IT. heres what i have so far.
I.T. as defined by the Information Technology Association of America (ITAA), is "the study, design, development, implementation, support or management of computer-based information systems, particularly software applications and computer hardware." We will be talking about the implementation, support and management aspects of I.T, particularly the aspects of being a help desk technician and network administrator. There is a lot to cover so lets get started.
A help desk technician is the entry level position in I.T. A help desk technician’s job is to mainly troubleshoot computer problems for a company’s employees or customers. Some help desk positions require workers to take phone calls and emails, and are part of a hierarchy. For example, if the first level help desk technicians are unable to solve a customer problem, it is passed on to the level two technicians and so on; most of the time there are only two to three levels.
In larger help desks they have a person or team that keeps track of tickets usually called the queue mangers or queue supervisors. Tickets are the various problems that are sent to the help desk, usually they are entered into a software application. This person will issue tickets to different teams based on a ticket’s level of importance. In these larger help desks there are different teams that have different specialties in dealing with a particular subject. For example, there might be a team that specializes in Microsoft Office, and another whose specialty is hardware related problems.
The other type of help desk job is desktop support. These are in-house I.T. workers that work on a company’s employee’s computers. Sometimes this is also the second level team. If the first level, in-help desk support is unable to fix a problem from a telephone, a desktop support member will go to that employee’s location to fix the problem firsthand. Desktop support members are responsible for laptops, computers, printers, PDA’s, and peripherals. They set up computers, do any of the physical labor involved like moving computers from one place to another, help run network cables, install or replace new hardware, just to name a few things.
The most common requirements for help desk jobs are:
Strong written and verbal communication skills
Ability to work in a team
Ability to troubleshoot and resolve end user issues
Configuring, installing and deploying computer equipment
Experience with Microsoft XP, Microsoft Outlook and Microsoft Office
Provide training and support for portable equipment including laptops, hand held devices and PDAs.
Working knowledge of Active Directory and Microsoft Server 2003
Strong experience with networking and troubleshooting networking issues including wireless networks.
Network administrators are kind of the next step up from a help desk job. Network administrators (also sometimes called a network specialist or analyst) maintain the hardware and software that comprises the network. This includes the deployment, configuration, and maintenance of network gear such as routers, switches and firewalls. They must assign network addresses, routing protocols, routing table configurations, settings on personal computers, printers and more. Almost all network administrators will have to configure directory services such as Active Directory. Directory services are applications that allow administrators to manage user access to resources among other things. They also have to backup everything that needs backing up such as file servers. There are very many different technologies they have to learn and must implement everything so it will work together.
Some of the responsibilities of Network Administrators can include:
Plans, defines designs, develops, coordinates, and implements voice and/or data communication systems
Knowledge of troubleshooting or problem solving, must be able to correctly diagnose problems and know how best to fix it and communicate the solution to either co-workers or end-users effectively
Understand the behavior of software, hardware and systems in relation to their use of communications technology in order to deploy solutions and to troubleshoot problems
Understanding of IP Telephony and Voice Over IP solutions
Knowledge of methods for detecting and preventing intrusion of the network
Applies hardware and software release upgrades; recommends improved and most efficient hardware and software
Creates and maintains logical, physical and protocol maps, and backups all equipment configurations
Creates, maintains and updates network documentation standards and procedures
Server maintenance and troubleshooting. Including software security patches, operating system updates, performance tuning, log analysis, maintaining application updates and bug fixes
Assists in short and long term planning; includes developing strategic plans to leverage emerging technology to support future enterprise needs
The ? is a bullet in word, i was just wondering what else can i put in this? should i go into like some of the details of networking and server 2003 etc? ive never had an IT job before so this is lil bit difficult.
So far thats like 2 pages, i need 3 more, any suggestions are welcome. This also suppose to turn into a powerpoint presentation later, not that that really matters right now.
