Computer Support Information

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In the last ten years, computers have become an integral part of everyday life, used for a variety of reasons at home, in the workplace, and in schools. Of course, almost every computer user encounters a problem occasionally, whether it is lost data because of a hard drive failure or the annoyance of a forgotten password. The widespread use of computers has created a high demand for computer support specialists to provide advice to users, as well as for day-to-day administration, maintenance, and computer and network support.

Computer support specialists provide technical support assistance, support, and advice to customers and other users. This vocational group includes technical support specialists and help-desk support technicians. These computer technicians solve computer problems and provide technical support for hardware, software, and systems. They answer telephone calls, troubleshoot problems with diagnostic programs, and resolve recurring difficulties. Computer Support specialists may work either within a company that uses computer networks or directly for a computer hardware or software vendor. Increasingly, these technical support specialists work for help-desk or computer support services firms, for which they provide computer support to clients on a contract basis.
Computer support services include running diagnostic programs to resolve computer hardware problems, troubleshooting computer monitors, keyboards, printers, and mice, install, modify, clean, and repair computer hardware and software. Computer support specialists may also write computer support training manuals and train computer users in how to use new computer hardware and software. In addition, computer support specialists oversee the daily performance of their company’s computer systems and evaluate software programs, and technical support specialists answer telephone calls from their organizations’ computer users.
Helpdesk technicians assist computer users with hardware and software questions that are not addressed in a product’s instruction manual. Help-desk technicians field telephone calls and e-mail messages from customers who are seeking guidance and require computer technical support. In responding to these computer support requests, helpdesk technicians must listen carefully to the customer, ask questions to diagnose the nature of the technical support problem, and then patiently walk the customer through the problem-solving steps.
Helpdesk technicians deal directly with customer issues, and companies value them as a source of feedback on their products. These technicians are consulted for information about what gives customers the most trouble, as well as other customer concerns. Most computer support specialists start out at the helpdesk.
Network administrators and computer systems administrators design, install, and provide technical support on an organization’s local-area network (LAN), wide-area network (WAN), network segment, Internet, or intranet system. They provide day-to-day onsite computer network support for software users in a variety of work environments, including professional offices, small businesses, government, and large corporations. They maintain network hardware and software, analyze network issues, and monitor the network to ensure its availability to system users. These network administrators gather data to identify customer needs, and then use the information to identify, interpret, and evaluate system and network requirements. Network administrators also may plan, coordinate, and implement network security measures.
Systems administrators are the business computer support professionals responsible for the efficient use of computer networks by organizations. They ensure that the design of an organization’s infrastructure allows all of the components, including computers, the network, and software, to fit together and work properly. Furthermore, Systems Administrators monitor and adjust the performance of existing computer networks and continually survey the current computer infrastructure to determine future network needs. Systems Administrators also troubleshoot computer problems reported by users and by automated network monitoring systems and make recommendations for enhancements in the implementation of future servers and networks.
In some organizations, computer security specialists may plan, coordinate, and implement the organization’s information security. These workers may be called upon to educate users about computer security, install security software, monitor the network for security breaches, respond to cyber attacks, and, in some cases, gather data and evidence to be used in prosecuting cyber crime. The responsibilities of computer security specialists has increased in recent years as there has been a large increase in the number of cyber attacks on data and networks. This and other growing specialty occupations reflect an increasing emphasis on client-server applications, the expansion of Internet and intranet applications, and the demand for more end-user support.
Working Conditions
Computer support specialists and systems administrators normally work in well-lighted, comfortable offices or computer laboratories. They usually work about 40 hours a week, but that may include being “on call” via pager or telephone for rotating evening or weekend work if the employer requires computer support over extended hours. Overtime may be necessary when unexpected computer technical supportl problems arise. Like other workers who type on a keyboard for long periods, computer support specialists and systems administrators are susceptible to eyestrain, back discomfort, and hand and wrist problems such as carpal tunnel syndrome.
Due to the heavy emphasis on supporting all types of computer users, computer support specialists and systems administrators constantly interact with customers and fellow employees as they answer questions and give valuable advice. Those who work as business computer support consultants are away from their offices much of the time, sometimes spending months working in a client’s office.
As computer networks expanded, more computer support specialists and systems administrators connect to a customer’s computer remotely, using high speed Internet to provide technical support to computer users. This capability reduces travel to the customer’s workplace. Systems administrators also can administer and configure computer networks and servers remotely, although this practice is not as common as it is among computer support specialists.
Training, Other Qualifications, and Advancement
Due to the wide range of skills required, there are many paths of entry to a job as a computer support specialist or systems administrator. While there is no universally accepted way to prepare for a job as a computer support specialist, many employers prefer to hire persons with some formal college education. A bachelor’s degree in computer science or information systems is a prerequisite for some jobs; however, other jobs may require only a computer-related associate’s degree. For systems administrators, many employers seek applicants with bachelor’s degrees, although not necessarily in a computer-related field.
A number of companies are becoming more flexible about requiring a college degree for computer support positions. However, certification and practical experience demonstrating these computer support skills will be essential for applicants without a degree. The completion of a certification training program, offered by a variety of vendors and product makers, may help some people to qualify for entry-level positions. Relevant computer experience may substitute for formal education.
Beginning computer support specialists usually work for organizations that deal directly with customers or in-house users. Then they may advance into more responsible positions in which they use what they have learned from customers to improve the design and efficiency of future products. Job promotions usually depend more on performance than on formal education. Eventually, some computer support specialists become applications developers, designing products rather than assisting users. Computer support specialists at hardware and software companies often enjoy great upward mobility; advancement sometimes comes within months of one’s initial employment.
Entry-level network administrators and computer systems administrators are involved in routine maintenance and monitoring of computer networks, typically working behind the scenes in an organization. After gaining experience and expertise, they often are able to advance into more senior-level positions, in which they take on more responsibilities. For example, senior network and computer systems administrators may present recommendations to management on matters related to a company’s network. They also may translate the needs of an organization into a set of technical requirements based on the available computer technology. As with computer support specialists, network administrators may become software engineers, actually involved in the designing of the system or network and not just its day-to-day administration.
Persons interested in becoming a computer support specialist or systems administrator must have strong problem-solving, analytical, and communication skills, because troubleshooting and helping others are vital parts of the computer support job. The constant interaction with other computer personnel, customers, and employees requires computer support specialists and systems administrators to communicate effectively on paper, via e-mail, or in person. Strong writing skills are useful in preparing manuals for employees and customers.
As technology continues to improve, computer support specialists and systems administrators must keep their skills current and acquire new ones. Many continuing education programs are provided by employers, hardware and software vendors, colleges and universities, and private training institutions. Professional development seminars offered by computing services firms also can enhance one’s skills and advancement opportunities.