Computer network support specialists, also known as technical support specialists, typically work in your company's IT department. They help IT staff analyze, troubleshoot and evaluate problems in the computer network. They play an important role in the routine maintenance of your company's networks, e.g. B. when backing up files on the network. Maintenance can be done daily, weekly, or monthly and is important for a company's disaster recovery efforts. The quick solution to an IT problem is important because companies depend on their network systems. Network support specialists can assist company computer users by phone, email, or in person. You often work with network and computer system administrators who perform more complex tasks.
Computer user support specialists typically do the following:
Pay attention to customer descriptions of their computer problems.
Ask customers questions to properly diagnose the problem.
Guide customers through recommended troubleshooting steps.
Set up or repair computer devices and related devices.
Train users to work with new hardware or software such as printers, word processors, and email.
Provide other team members and organization managers with information about what causes customers and other problems the most.
Computer user support specialists, also known as help desk technicians, generally provide technical help for non-IT computer users. They respond to requests for help by phone and email. You can usually help users remotely, but they can also make on-site visits to personally solve a problem.
Help desk technicians can solve a variety of problems that vary by industry and company. Some technicians work for large software companies or support service companies and have to instruct business customers in the use of certain business programs, e.g. B. an electronic patient record program that is used in hospitals or doctor's offices. Sometimes they work with other technicians to solve problems.
Other help desk technicians work in call centers and answer simpler questions from non-commercial customers. You can guide customers through the basic steps to reconnect to the Internet or troubleshoot household computer products such as a wireless router.
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