Title: Computer Support Specialist II
Description: Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called technical support specialists, support information technology (IT) employees within their organization. Others, called help-desk technicians, assist non-IT users who are having computer problems.
Skilled computer support specialists are valued by a variety of employers to provide technical assistance to computer users. They troubleshoot problems and answer questions to prevent downtime, while enhancing the use of hardware, software, peripheral equipment and operating systems. Preparing for a computer support specialist position can begin by enrolling in a Bachelor’s degree in Business Administration program with a specialization in Computer Information Systems.
Computer Support Specialist Job Duties
Whether working for an organization that develops, sells or uses computer systems, computer support specialists provide much-needed technical assistance, support and advice to individuals and organizations. Some may be referred to as technical support specialists, while others are known as help desk technicians.
Technical support specialists typically answer inquiries from computer users. They may run diagnostic programs to determine the causes of and help resolve problems. Additional job duties may include writing training manuals, training users, and overseeing computer information systems. Resolving issues with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems is a frequent activity of technical support specialists.
Help desk technicians respond to inquiries by telephone, email, live chat or other means. Typically, they are required to listen to the customer’s problem, diagnose the nature of the issue and walk the caller through the steps required to solve it. They may assist with installing software, maintaining computer systems, and repairing computer hardware.
Customer support specialists are typically called upon to provide feedback on computer hardware and software, guide improvements for future upgrades and consult on new software development.
While flexible schedules are typical for computer support specialists, most put in 40 hours per week. They may work at a customer’s location, so travel may be required. Weekend and evening hours may also be required. Some computer support specialists work from home.
Computer support specialists also can work in a company's information technology department, where they oversee the company's computer systems and help employees with computer issues. They might be responsible for ensuring computer software is installed correctly and keeping up with upgrades in software as well. In addition, computer specialists can change computer software to serve a company's specific needs. Computer specialists additionally install operating systems and software in computers and inspect equipment before delivering them to customers. They might supervise or train other employees as well.
Skills
Computer specialists must have strong communication skills. These professionals also must have strong interpersonal skills and be able to speak in terms that both experienced and novice computer-users can understand. They must be able to solve problems, think analytically and have good time management skills. They also should have strong written communication and technical writing skills, as they often must create technical reports regarding the computer issues they find. These professionals additionally should have strong active listening and instructing skills.
