Lead technical support representative vs desk support technician

Differences between lead technical support representative and desk support technician duties and responsibilities

Lead technical support representative example responsibilities.

• Serve as a SME and the main point of contact when agents and other leads have questions.
• Contact appropriate agencies for patients who present with potential domestic issues, while upholding company privacy policies and patient confidentiality.
• Create, deploy and administer SharePoint site for each team including document management, web parts, and event receivers.
• Utilize security methodology for DNS servers, firewall and configuration.

Desk support technician example responsibilities.

• Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
• Use multiple monitor setup display and remote desktop applications via VPN to access associate computers.
• Utilize desktop deployment tools in order to deploy and maintain inventory for PCs, monitors, and printers.
• Assist with network connectivity with PCs, laptops, and mobile phones including TCP/IP settings and internet connections.
• Provide administrative support and troubleshooting for VPN users.
• Maintain company networks security systems and infrastructure hardware including firewalls and switches and install software security and firmware patches or upgrades.
Show more