IT Local Super User

• Troubleshoot basic IT issues before escalating to the central helpdesk
• Assist colleagues with common problems like login issues, password resets (if allowed), software usage, and printer or device setup
• Identify whether a problem is user error, system error, or requires IT intervention

Deep understanding of the specific applications used in their department (e.g., CRM systems, HR systems, case management tools)

• Provide guidance on best practices and proper workflows
• Participate in user acceptance testing (UAT) for new system features

• Communicate department needs or recurring issues to IT
• Share updates from IT with the local team
• Help translate technical information into business-friendly language

• Train new employees on how to use department systems
• Create or help maintain job aids, user guides, and training materials
• Offer refresher training when systems are updated

• Request and sometimes manage access levels for team members
• Ensure users have proper roles based on job responsibilities
• Report inappropriate or outdated access to IT or security team

• Ensure colleagues follow IT policies (e.g., data handling, security protocols, password rules)
• Report security concerns or suspicious behavior
• Assist with audits or compliance checks by providing local information