What does the IT department actually do?

Ask ten people what the IT department does, and you’ll probably hear: “They fix our computers.” Or “They set up our accounts.” Or “They help me when Zoom breaks.”

And yes — those things are true. But they’re just the surface.

The truth is, modern IT teams do far more than reset passwords or plug in cables. They’re managing critical infrastructure, securing company data, supporting remote work, and enabling everything from onboarding to software adoption.

Here’s a closer look at what IT teams actually do — and how Fixify helps them scale that work without burning out.

What does an IT department do: Core responsibilities

Every IT team looks a little different depending on company size and industry. But most share the same core responsibilities — foundational tasks that keep the business running day in and day out.

Infrastructure management

Your company’s systems need to stay online. That includes local networks, Wi-Fi, VPNs, servers, cloud platforms, and every endpoint connected to them. Managing all of this isn’t just technical — it’s strategic.

IT teams are responsible for:

• Monitoring uptime
• Managing backups and recovery plans
• Keeping internal and external services fast and reliable
• Scaling systems to support growth

Whether it’s in a data center or the cloud, infrastructure is the foundation of every business operation.

Help desk and end-user support

IT is also the front line for user issues. 

That means:

• Answering tickets
• Troubleshooting software and hardware problems
• Managing access requests
• Resetting passwords (again and again)

It’s a lot of reactive work — but it’s also a big part of how users experience IT. When done well, support builds trust and keeps teams productive.

Employee onboarding and offboarding

One of the most visible (and time-sensitive) jobs in IT is getting people set up — or shut down.

New hire? IT sets up their laptop, accounts, apps, and permissions.

Employee leaving? IT ensures all access is revoked, devices are collected, and data is secured.

Without tight onboarding and offboarding workflows, things slip through the cracks. That’s bad for security and even worse for first impressions.

Want to dive deeper? Check out our guide to employee onboarding.

Security and compliance

Security isn’t its own department in many companies — it’s IT.

That means managing:

• Firewalls, antivirus, and encryption
• User access controls and MFA
• Security patching
• Compliance frameworks like SOC 2, ISO 27001, or HIPAA

Whether you’re fending off phishing attacks or preparing for an audit, IT’s job is to reduce risk and keep data safe.

Application management

Most companies run on dozens (if not hundreds) of software tools. 

IT teams manage:

• User provisioning
• License tracking
• Integrations and SSO
• Updates and vendor issues

When a team wants a new tool, IT’s involved. When it breaks? IT fixes it. When the CFO asks why it’s still being paid for? IT provides the data.

For more context on how this ties into service delivery, take a look at our post on IT services and support.

IT departments are stretched thin

IT does a lot. But here’s the problem: most teams are doing it all with limited resources.

Complexity keeps growing

Workforces are hybrid. Tools are cloud-based. Departments spin up their own SaaS apps without telling IT. And every one of those adds more systems, more passwords, and more risk.

The more complex the environment, the harder it is to keep track of everything — especially when IT isn’t involved from the start.

Expectations are higher than ever

IT isn’t just a support function anymore. 

It’s expected to:

• Respond fast
• Keep costs down
• Drive digital transformation
• Enable strategic change

That’s a lot of pressure. Especially when...

Headcount doesn’t scale with responsibility

Most mid-sized companies have 1 IT person for every 100–150 employees. That’s not a lot of coverage when you factor in onboarding, support tickets, infrastructure upkeep, audits, and security alerts.

These teams don’t have the luxury of hiring more headcount every time something changes. They need tools that help them do more — with less.

How Fixify supports IT teams

Fixify was built for teams like these — lean, fast-moving, and constantly juggling tasks. We help IT teams get some space so they can breathe.

Here’s how.

Handling the repetitive tickets

Fixify works on 80% of Tier 1 and Tier 2 help desk tickets. 

That includes:

• Password resets
• Software installs
• Basic access issues
• Device troubleshooting
• Onboarding workflows

You don’t have to build custom workflows or retrain your team. Fixify plugs into your existing tools and starts helping right away.

When repetitive tickets are off your plate, your team can shift focus to higher-impact work.

Want to see how it works? Here’s a closer look at our AI for service desk approach.

Real-time visibility

You can’t improve what you can’t see. 

Fixify gives IT teams insights into:

• Where time is going
• Which tickets take the longest
• What issues show up the most
• How end users feel about their support experience

No spreadsheets. No guessing. Just usable data to guide your next decision.

Human + AI = fewer disruptions

Fixify blends automation with real analysts. 

That means:

• Bots handle what they’re good at
• People step in where judgment is needed
• Every user gets fast, thoughtful support

We don’t believe in automating everything. We believe in automating the right things — and keeping humans in the loop where it counts.

Why this matters for IT strategy

Modern IT teams aren’t just fixing problems. They’re building the systems that power the business. But they can’t do that if they’re buried in tickets.

More time for project-based work

With Fixify handling day-to-day support, your team can:

• Upgrade core systems
• Launch new tools
• Improve security posture
• Train users and document workflows

That’s how IT moves from reactive to proactive — and starts driving real change.

Improved user experience

When support is fast and consistent, teams stay productive. They don’t wait days for access. They don’t get bounced between support queues. They get help, get back to work, and actually enjoy working with IT.

That leads to:

• Fewer repeat tickets
• Better CSAT scores
• More confidence in your tech

A stronger partnership with the business

When IT has time and data, they can bring ideas to the table — not just react to requests. That’s the difference between being seen as “tech support” and being seen as a strategic partner.

IT does more than fix problems — it builds the foundation

IT teams are evolving into critical business enablers — often the unsung heroes of the org. They make onboarding smooth, keep data safe, solve weird Zoom issues, and push the company forward — all at once.

Fixify helps them do that work with less stress, more clarity, and fewer distractions. We’re here to work the queue, share insights, and give your team the headspace to lead — not just keep up.

Ready to offload the repetitive stuff? 

See how Fixify works.