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
View All

What They Do

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Oversee the daily performance of computer systems.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • 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.
  • Modify and customize commercial programs for internal needs.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Inspect equipment and read order sheets to prepare for delivery to users.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

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.
  • 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.

Things They Need to Be Able to Do

  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  • 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.
  • Speaking - Talking to others to convey information effectively.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
  • Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Education Required

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

Wages

In 2017, the average annual wage in Ohio was $48,100 with most people making between $28,470 and $71,330

Outlook

1.24%
avg. annual growth

During 2014, this occupation employed approximately 18,150 people in Ohio. It is projected that there will be 20,400 employed in 2024.

This occupation will have about 225 openings due to growth and about 235 replacement openings for approximately 460 total annual openings.

Work Keys

This occupation requires a Gold certificate

Skill Level
Applied Mathematics5
Applied Technology5
Reading for Information5
Observation5
Locating Information4
Writing4
Listening4
Teamwork4
Writing3