Computer network support specialists, also called technical support specialists, generally work in your organization's IT department. They help IT staff analyze, troubleshoot, and evaluate problems on the computer network. They play an important role in the routine maintenance of the organization's networks, such as backing up files to the network. Maintenance can be performed daily, weekly or monthly and is important for an organization's disaster recovery activities. Resolving an IT problem promptly is important because organizations depend on their network systems. Network support specialists can help your organization's computer users by phone, email, or in-person visits. They often work with network and IT systems administrators, who manage more complex tasks.
Computer user support specialists typically do the following:
Pay attention to customer descriptions of their computer problems.
Ask customers questions to correctly diagnose the problem.
Guide customers through best troubleshooting practices
Install or repair IT equipment and related devices.
Instruct users to work with new hardware or software, such as printers, word processing software and email.
Provide other team members and organization leaders with information on what gives customers the most problems and other concerns.
Computer user support specialists, also called help desk technicians, generally provide technical assistance to users of non-IT computers. They respond to requests for help by phone and email. They can usually help users remotely, but they can also visit the site so they can solve a problem in person.
Help desk technicians can solve a variety of problems that vary by industry and specific company. Some technicians work for large software companies or support services companies and must educate corporate customers on how to use company-specific programs, such as an electronic medical records program used in hospitals or medical offices. Sometimes they work with other technicians to solve problems.
Other helpdesk technicians work in call centers, answering simpler questions from non-commercial customers. They can guide customers through the basic steps to reestablish an Internet connection or solve problems with home computing products such as a Wi-Fi router.
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