Computer User Support Specialist

Working Schedule

Computer User Support Specialists typically work when their clients are at work. For average organizations, this involves a standard Monday through Friday workweek schedule. However, some technicians may deal more with remote customers in different time zones. In such cases, this involves early or late shifts. 

Typical Duties

• Fielding phone calls, emails, and online help requests
• Using web-based tools to manage help desk workflow by logging incoming issues into tickets, assigning them to technicians, and tracking their status to completion 
• Paying attention to user descriptions of issues to determine the problem and fix
• Asking diagnostic questions to home in on the potential issue
• Exercising patience and empathy while working with frustrated clients who may have a limited understanding of IT-related matters
• Explaining corrective steps users can take on their end
• Requesting permissions to remotely log into a user’s computer to troubleshoot
• Taking note of common issues; drafting training procedures to address them
• Sharing information with peers; keeping a knowledge base of solutions
• Responding to external customers to assist with purchased hardware or software

Additional Responsibilities

• Potentially working with customers in other time zones or other countries
• Helping end-users prepare IT assets they intend to travel with 
• Training users on new or existing hardware and software, to minimize help desk calls
• Physically hooking up IT equipment or performing manual repair actions

Soft Skills

• Ability to work independently
• Desire and aptitude to help frustrated users
• Strong communication skills, including:
• Active listening
• Articulate speaking
• Clear, concise writing
• Resourcefulness 
• Telephone and email etiquette
• Patience and composure 
• Integrity and confidentiality
• Strong interpersonal skills
• Analytical thinking, sometimes under pressure

Technical Skills

• In-depth familiarity with common IT hardware and software
• Familiarity with common associated problems and solutions
• Knowledge of printers, scanners, and photocopy equipment
• The ability to troubleshoot a range of issues without actually seeing them sometimes
• Ability to work with small tools 
• Understanding how web-based help desk ticket systems work 
• Understanding information assurance and security best practices
• Ability to qualify for a security clearance for sensitive positions

• Computer equipment manufacturers
• Software producers
• Large companies and other organizations
• Federal, state, and local agencies
• Educational institutions

As our world becomes increasingly connected with technology, demands for skilled Computer User Support Specialists will continue to rise. With a job outlook better than average, this field is expected to have ample opportunities for incoming workers. That said, technology is evolving at an ever-accelerating pace, so it is important to keep up with relevant education and training. 
 
According to Moore’s Law, as explained by Investopedia, “we can expect the speed and capability of our computers to increase every couple of years.” If true, workers in this sector will need to stay vigilant for changes and willing to take extra classes or certifications. 
 
Meanwhile, as cybercriminals continue to pose threats to organizational systems, Computer User Support Specialists should keep up with information assurance and information security best practices. They will often need to ensure end-users understand and comply, as well, in order to avoid account or network compromise. For certain agencies, workers may be required to obtain a security clearance in order to assist users who deal with sensitive data. 

Organizations that employ Computer Use Support Specialists totally rely on these workers to keep end-users up-and-running. It is the specialists’ job to ensure others can do their job, in particular those who work on computers. In the modern era, this may include the bulk of any given organization’s employees. 
 
A work stoppage for one person can have a ripple effect, causing delays that have costly ramifications. Thus there can be pressure on the technician to respond and apply appropriate corrective actions rapidly. This demands that Computer User Support Specialists maintain a high degree of technical competence. 
 
They must keep up with current trends, such as potential new software threats, software upgrades, and how those upgrades affect end-users. For instance, a software security patch, designed to protect against viruses, may unintentionally disrupt several users simultaneously. This can cause a sudden temporary crisis, creating the potential for overtime to return affected users back to work.  
 
The average employee may have little understanding of IT problems and might vent frustrations to the person trying to help them. This can lead to help desk technicians experiencing undue stress, which they must work through to accomplish their tasks. Depending on the job, many employees work remotely and may have unusual shift hours because their customers are in other time zones or countries. 

Computer User Support Specialists may have grown up with what True Colors calls a “Green” personality. Traits such as “analytical” and “intuitive” help define this type, which is often good at working with inanimate objects in order to troubleshoot problems. They may have been introverts in school, perfectly content to engage in lone activities. Obviously these could include spending a considerable amount of time working with computers, exploring online tools, or perhaps even working with code. 
 
However, since these workers will ultimately serve as intermediaries between computers and people, they would also have likely been comfortable helping others. In fact, customer service skills rank high on the list of essential criteria to become a successful Computer User Support Specialist. Still, having a highly analytical mind is crucial, and the training for this type of thinking often comes from significant practice done on one’s own.