JOB DESCRIPTION

Respond to computer users’ inquiries, complaints, and requests for technical assistance, maintain records of repairs and technical assistance rendered, and conduct follow-up to ensure satisfaction with service.

SKILLS AND APTITUDES NEEDED

Aptitude for electronics Competent with business systems and computers Ability to identify and analyze problems Good communication and customer service skills Basic knowledge of mechanical technology Good vision

Computer support specialists/technicians provide technical assistance and training to computer system users. They investigate and resolve computer software and hardware problems for the users. Technicians use automated diagnostic programs and may answer clients’ inquiries via the telephone or electronic mail concerning the use of printing, word processing, programming languages, electronic mail, and operating systems. Some technicians may go to the user’s location to assist in person.

Technicians may work for a particular vendor, assisting only customers that have purchased that vendor’s products, or they may work for a company in which they provide on-site support to other employees. Some technicians may specialize in performing research and development activities involving computer technical assistance, training, and client relationships. Increasingly, technicians work for help-desk or support services firms, where they provide customer support on a contract basis to clients as more of this type of work is outsourced. This is an evolving occupation.