Computer User Support Specialists
Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, via telephone, or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Sample of reported job titles:
Computer Specialist, Computer Support Specialist, Computer Technician, Desktop Support Technician, Help Desk Analyst, Help Desk Technician, Information Technology Specialist (IT Specialist), Support Specialist, Technical Support Specialist
Occupation-Specific Information
Tasks
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Oversee the daily performance of computer systems.
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
Technology Skills
- Access software:Citrix cloud computing software,Mac HelpMate
- Accounting software:Fund accounting software,Sage 50 Accounting,Tax software
- Administration software:Element management software
- Analytical or scientific software:SAS statistical software,StataCorp Stata,The MathWorks MATLAB
- Application server software:Docker,GitHub,Oracle WebLogic Server,Red Hat WildFly,Spring Boot
Occupational Requirements
Work Activities
- Working with Computers:Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Getting Information:Observing, receiving, and otherwise obtaining information from all relevant sources.
- Communicating with Supervisors, Peers, or Subordinates:Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Updating and Using Relevant Knowledge:Keeping up-to-date technically and applying new knowledge to your job.
- Making Decisions and Solving Problems:Analyzing information and evaluating results to choose the best solution and solve problems.
Detailed Work Activities
- Collaborate with others to determine design specifications or details.
- Collaborate with others to resolve information technology issues.
- Conduct research to gain information about products or processes.
- Document operational activities.
- Evaluate utility of software or hardware technologies.
Work Context
- Electronic Mail:100% responded"Every day"
- Contact With Others:86% responded"Constant contact with others"
- Face-to-Face Discussions:85% responded"Every day"
- Importance of Being Exact or Accurate:75% responded"Extremely important"
- Telephone:73% responded"Every day"
Worker Requirements
Skills
- Active Listening:Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Reading Comprehension:Understanding written sentences and paragraphs in work-related documents.
- Speaking:Talking to others to convey information effectively.
- Complex Problem Solving:Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Critical Thinking:Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Knowledge
- Computers and Electronics:Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
- Customer and Personal Service:Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- English Language:Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Telecommunications:Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
- Engineering and Technology:Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
Education
How much education does a new hire need to perform a job in this occupation? Respondents said:
- 22%High School Diploma - or the equivalent (for example, GED)
- 19%Some College Courses
- 14%Associate's Degree (or other 2-year degree)
- 12%Post-Secondary Certificate - awarded for training completed after high school (for example, in agriculture or natural resources, computer services, personal or culinary services, engineering technologies, healthcare, construction trades, mechanic and repair technologies, or precision production)
Worker Characteristics
Abilities
- Oral Comprehension:The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Oral Expression:The ability to communicate information and ideas in speaking so others will understand.
- Written Comprehension:The ability to read and understand information and ideas presented in writing.
- Near Vision:The ability to see details at close range (within a few feet of the observer).
- Information Ordering:The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Interests
- Realistic:Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
- Conventional:Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
- Investigative:Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.
Work Values
- Relationships:Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
- Working Conditions:Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
- Achievement:Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Work Styles
- Attention to Detail:Job requires being careful about detail and thorough in completing work tasks.
- Dependability:Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Cooperation:Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
- Analytical Thinking:Job requires analyzing information and using logic to address work-related issues and problems.
- Stress Tolerance:Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
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