In the last decade, computers have become an integral part of everyday life at home, work, school, and nearly everywhere else. Of course, almost every computer user encounters a problem occasionally, whether it is the annoyance of a forgotten password or the disaster of a crashing hard drive. The explosive use of computers has created demand for specialists who provide advice to users, as well as for the day-to-day administration, maintenance, and support of computer systems and networks.
Computer support specialists provide technical assistance, support, and advice to customers and other users. This occupational group includes technical support specialists and help-desk technicians. These troubleshooters interpret problems and provide technical support for hardware, software, and systems. They answer telephone calls, analyze problems by using automated diagnostic programs, and resolve recurring difficulties. Support specialists work either within a company that uses computer systems or directly for a computer hardware or software vendor. Increasingly, these specialists work for help-desk or support services firms, for which they provide computer support to clients on a contract basis.
Technical support specialists respond to inquiries from their organizations' computer users and may run automatic diagnostics programs to resolve problems. They also install, modify, clean, and repair computer hardware and software. In addition, they may write training manuals and train computer users in how to use new computer hardware and software. These workers also oversee the daily performance of their company's computer systems and evaluate how useful software programs are.
Help-desk technicians respond to telephone calls and e-mail messages from customers looking for help with computer problems. In responding to these inquiries, help-desk technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.
Help-desk technicians deal directly with customer issues and companies value them as a source of feedback on their products. They are consulted for information about what gives customers the most trouble, as well as other customer concerns. Most computer support specialists start out at the help desk.
Network and computer systems administrators design, install, and support an organization's computer systems. They are responsible for local-area networks (LAN), wide-area networks (WAN), network segments, and Internet and intranet systems. They work in a variety of environments, including professional offices, small businesses, government organizations, and large corporations. They maintain network hardware and software, analyze problems, and monitor networks to ensure their availability to system users. These workers gather data to identify customer needs and then use the information to identify, interpret, and evaluate system and network requirements. Administrators also may plan, coordinate, and implement network security measures.
Systems administrators are responsible for maintaining network efficiency. They ensure that the design of an organization's computer system allows all of the components, including computers, the network, and software, to work properly together. Furthermore, they monitor and adjust the performance of existing networks and continually survey the current computer site to determine future network needs. Administrators also troubleshoot problems reported by users and by automated network monitoring systems and make recommendations for future system upgrades.
In some organizations, computer security specialists may plan, coordinate, and implement the organization's information security. These workers educate users about computer security, install security software, monitor networks for security breaches, respond to cyber attacks, and, in some cases, gather data and evidence to be used in prosecuting cyber crime. The responsibilities of computer security specialists have increased in recent years as cyber attacks have become more common. This and other growing specialty occupations reflect an increasing emphasis on client-server applications, the expansion of Internet and intranet applications, and the demand for more end-user support.
Work environment. Computer support specialists and systems administrators normally work in well-lighted, comfortable offices or computer laboratories. They usually work about 40 hours a week, but if their employer requires computer support over extended hours, they may be "on call" for rotating evening or weekend work. Overtime may be necessary when unexpected technical problems arise. Like other workers who type on a keyboard for long periods, computer support specialists and systems administrators are susceptible to eyestrain, back discomfort, and hand and wrist problems such as carpal tunnel syndrome.
Computer support specialists and systems administrators constantly interact with customers and fellow employees as they answer questions and give advice. Those who work as consultants are away from their offices much of the time, sometimes spending months working in a client's office.
As computer networks expand, more computer support specialists and systems administrators may be able to provide technical support from remote locations. This capability would reduce or eliminate travel to the customer's workplace. Systems administrators also can administer and configure networks and servers remotely, although this practice is not as common as it is among computer support specialists.
| 1. | Diagnose hardware and software problems, and replace defective components. |
| 2. | Perform data backups and disaster recovery operations. |
| 3. | Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations. |
| 4. | Plan, coordinate, and implement network security measures to protect data, software, and hardware. |
| 5. | Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use. |
| 6. | Perform routine network startup and shutdown procedures, and maintain control records. |
| 7. | Design, configure, and test computer hardware, networking software and operating system software. |
| 8. | Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes. |
| 9. | Confer with network users about how to solve existing system problems. |
| 10. | Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future. |
| 11. | Train people in computer system use. |
| 12. | Load computer tapes and disks, and install software and printer paper or forms. |
| 13. | Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements. |
| 14. | Analyze equipment performance records to determine the need for repair or replacement. |
| 15. | Maintain logs related to network functions, as well as maintenance and repair records. |
| 16. | Research new technology, and implement it or recommend its implementation. |
| 17. | Maintain an inventory of parts for emergency repairs. |
| 18. | Coordinate with vendors and with company personnel to facilitate purchases. |
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