Computer User Support Specialists

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About the Job

Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or 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.

It is also Called

  • Automatic Data Processing Customer Liaison (ADP Customer Liaison)
  • Call Center Manager
  • Call Center Supervisor
  • Call Center Support Representative
  • Computer Customer Support Specialist
  • Computer Hardware Technician
  • Computer Help Desk Representative
  • Computer Help Desk Specialist
  • Computer Instructor
  • Computer Lab Assistant

What They Do

  • Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
  • Modify and customize commercial programs for internal needs.
  • Inspect equipment and read order sheets to prepare for delivery to users.
  • Hire, supervise, and direct workers engaged in special project work, problem solving, monitoring, and installing data communication equipment and software.
  • Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades.
  • Confer with staff, users, and management to establish requirements for new systems or modifications.
  • Develop training materials and procedures, or train users in the proper use of hardware or software.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Interests

People who work in this occupation generally have the interest code: RIC.

This means people who work in this occupation generally have Realistic interests, but also prefer Investigative and Conventional environments.

Work Values

People who work in this occupation generally prize Relationships, but also value Working Conditions and Achievement in their jobs.

Things They Need to Know

  • 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.
  • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Things They Need to Be Able to Do

  • Speaking - Talking to others to convey information effectively.
  • 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.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Time Management - Managing one's own time and the time of others.

Education Required

Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.

LMI Region

Wages

In 2012, the average annual wage in United States was $50,130 with most people making between $27,620 and $77,430

Outlook

United States projection information is not available

Industries that Employ this Occupation

Industry breakdown is not available for this occupation