Computer user support specialists, also known as technical support specialists and help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits to solve a problem in person.
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.
While flexible schedules are typical for computer user support specialists, most put in 40 hours per week. They may work at a customer’s location, so that travel may be required, including weekend and evening hours may also be required. Some computer user support specialists work from home.
A successful path to a computer support specialist career may begin with earning a bachelor’s degree in Business Administration with a specialization in Computer Information Systems.