Technical support specialists investigate and resolve problems in computer functioning. They listen to customer complaints, walk customers through possible solutions, and write technical reports based on their work. Technical support specialists have different duties depending on whom they assist and what they fix. Regardless of specialty, all technical support specialists must be very knowledgeable about the products with which they work and be able to communicate effectively with users from different technical backgrounds. They must be patient and professional with frustrated users and be able to perform well under stress. Technical support is similar to solving mysteries, so support specialists should enjoy the challenge of problem solving and have strong analytical thinking skills. There are approximately 500,000 computer support specialists employed in the United States.
History of Technical Support Specialist Career
The first major advances in modern computer technology were made during World War II. After the war, it was thought that the enormous size of computers, which easily took up the space of entire warehouses, would limit their use to huge government projects. The 1950 census, for example, was computer-processed.
The introduction of semiconductors to computer technology made possible smaller and less expensive computers. Businesses began adapting computers to their operations as early as 1954. Within 30 years, computers had revolutionized the way people work, play, and shop. Today, computers are everywhere, from businesses of all kinds to government agencies, charitable organizations, and private homes. Over the years, technology has continued to shrink computer size and increase speed at an unprecedented rate.
Technical support has been around since the development of the first computers for the simple reason that, like all machines, computers always experience problems at one time or another. Several market phenomena explain the increase in demand for competent technical support specialists. First of all, as more and more companies enter the computer hardware, software, and peripheral market, the intense competition to win customers has resulted in many companies offering free or reasonably priced technical support as part of the purchase package. A company uses its reputation and the availability of a technical support department to differentiate its products from those of other companies, even though the tangible products like a hard drive, for example, may actually be physically identical. Second, personal computers have entered private homes in large numbers, and the sheer quantity of users has risen so dramatically that more technical support specialists are needed to field their complaints. Third, technological advances hit the marketplace in the form of a new processor or software application so quickly that quality assurance departments cannot possibly identify all the glitches in programming beforehand. Finally, given the great variety of computer equipment and software on the market, it is often difficult for users to reach a high proficiency level with each individual program. When they experience problems, often due to their own errors, users call on technical support to help them. The goal of many computer companies is to release a product for sale that requires no technical support, so that the technical support department has nothing to do. Given the speed of development, however, this is not likely to occur anytime soon. Until it does, there will be a strong demand for technical support specialists. A growing tendency among companies to outsource technical support jobs overseas will dampen job growth in the United States.
The Job of Technical Support Specialists
It is relatively rare today to find a business that does not rely on computers for at least something. Some use them heavily and in many areas: daily operations, such as employee time clocks; monthly projects, such as payroll and sales accounting; and major reengineering of fundamental business procedures, such as form automation in government agencies, insurance companies, and banks. As more companies become increasingly reliant on computers, it becomes increasingly critical that they function properly all the time. Any computer downtime can be extremely expensive, in terms of work left undone and sales not made, for example. When employees experience problems with their computer system, they call technical support for help. Technical support specialists investigate and resolve problems in computer functioning.
Technical support can generally be broken up into at least three distinct areas, although these distinctions vary greatly with the nature, size, and scope of the company. The three most prevalent areas are user support, technical support, and microcomputer support. Most technical support specialists perform some combination of the tasks explained below.
The jobs of technical support specialists vary according to whom they assist and what they fix. Some specialists help private users exclusively; others are on call to a major corporate buyer. Some work with computer hardware and software, while others help with printer, modem, and fax problems. User support specialists, also known as help desk specialists, work directly with users themselves, who call when they experience problems. The support specialist listens carefully to the user’s explanation of the precise nature of the problem and the commands entered that seem to have caused it. Some companies have developed complex software that allows the support specialist to enter a description of the problem and wait for the computer to provide suggestions about what the user should do.
The initial goal is to isolate the source of the problem. If user error is the culprit, the technical support specialist explains procedures related to the program in question, whether it is a graphics, database, word processing, or printing program. If the problem seems to lie in the hardware or software, the specialist asks the user to enter certain commands in order to see if the computer makes the appropriate response. If it does not, the support specialist is closer to isolating the cause. The support specialist consults supervisors, programmers, and others in order to outline the cause and possible solutions.
Some technical support specialists who work for computer companies are mainly involved with solving problems whose cause has been determined to lie in the computer system’s operating system, hardware, or software. They make exhaustive use of resources, such as colleagues or books, and try to solve the problem through a variety of methods, including program modifications and the replacement of certain hardware or software.
Technical support specialists employed in the information systems departments of large corporations do this kind of troubleshooting as well. They also oversee the daily operations of the various computer systems in the company. Sometimes they compare the system’s work capacity to the actual daily workload in order to determine if upgrades are needed. In addition, they might help out other computer professionals in the company with modifying commercial software for their company’s particular needs.
Microcomputer support specialists are responsible for preparing computers for delivery to a client, including installing the operating system and desired software. After the unit is installed at the customer’s location, the support specialists might help train users on appropriate procedures and answer any questions they have. They help diagnose problems that occur, transferring major concerns to other technical support specialists.
All technical support work must be well documented. Support specialists write detailed technical reports on every problem they work on. They try to tie together different problems on the same software, so programmers can make adjustments that address all of the issues. Record keeping is crucial because designers, programmers, and engineers use technical support reports to revise current products and improve future ones. Some support specialists help write training manuals. They are often required to read trade magazines and company newsletters in order to keep up to date on their products and the field in general.
Technical Support Specialist Career Requirements
A high school diploma is a minimum requirement for technical support specialists. Any technical courses you can take, such as computer science, schematic drawing, or electronics, can help you develop the logical and analytical thinking skills necessary to be successful in this field. Courses in math and science are also valuable for this reason. Since technical support specialists have to deal with both computer programmers on the one hand and computer users who may not know anything about computers on the other, you should take English and speech classes to improve your verbal and written communications skills.
Technical support is a field as old as computer technology itself, so it might seem odd that postsecondary programs in this field are not more common or standardized. The reason behind this situation is relatively simple: Formal education curricula cannot keep up with the changes, nor can they provide specific training on individual products. Some large corporations might consider educational background, both as a way to weed out applicants and to insure a certain level of proficiency. Most major computer companies, however, look for energetic individuals who demonstrate a willingness and ability to learn new things quickly and who have general computer knowledge. These employers count on training new support specialists themselves.
Individuals interested in pursuing a job in this field should first determine what area of technical support appeals to them the most and then honestly assess their level of experience and knowledge. Large corporations often prefer to hire people with an associate’s degree and some experience. They may also be impressed with commercial certification in a computer field, such as networking. However, if they are hiring from within the company, they will probably weigh experience more heavily than education when making a final decision.
Employed individuals looking for a career change may want to commit themselves to a program of self-study in order to be qualified for technical support positions. Many computer professionals learn a lot of what they know by playing around on computers, reading trade magazines, and talking with colleagues. Self-taught individuals should learn how to effectively demonstrate their knowledge and proficiency on the job or during an interview. Besides self-training, employed individuals should investigate tuition reimbursement programs offered by their company.
High school students with no experience should seriously consider earning an associate’s degree in a computer-related technology. The degree shows the prospective employer that the applicant has attained a certain level of proficiency with computers and has the intellectual ability to learn technical processes, a promising sign for success on the job.
There are many computer technology programs that lead to an associate’s degree. A specialization in personal computer support and administration is certainly applicable to technical support. Most computer professionals eventually need to go back to school to earn a bachelor’s degree in order to keep themselves competitive in the job market and prepare themselves for promotion to other computer fields.
Certification or Licensing
Though certification is not an industry requirement, it is highly recommended. According to the Help Desk Institute, most individuals wishing to qualify to work in a support/help desk environment will need to obtain certification within a month of being on the job. A number of organizations offer several different types of certification. The Computing Technology Industry Association, for example, offers the “A+” certification for entry-level computer service technicians. Help Desk Institute has training courses and offers a number of certifications for those working in support and help desk positions.
To become certified, you will need to pass a written test and in some cases may need a certain amount of work experience. Although going through the certification process is voluntary, becoming certified will most likely be to your advantage. It will show your commitment to the profession as well as demonstrate your level of expertise. In addition, certification may qualify you for certain jobs and lead to new employment opportunities.
To be a successful technical support specialist, you should be patient, enjoy challenges of problem solving, and think logically. You should work well under stress and demonstrate effective communication skills. Working in a field that changes rapidly, you should be naturally curious and enthusiastic about learning new technologies as they are developed.
Exploring Technical Support Specialist Career
If you are interested in becoming a technical support specialist, you should try to organize a career day with an employed technical support specialist. Local computer repair shops that offer technical support service might be a good place to contact. Otherwise, you should contact major corporations, computer companies, and even the central office of your school system.
If you are interested in any computer field, you should start working and playing on computers as much as possible; many working computer professionals became computer hobbyists at a very young age. You can surf the Internet, read computer magazines, and join school or community computer clubs.
You might also attend a computer technology course at a local technical/vocational school. This would give you hands-on exposure to typical technical support training. In addition, if you experience problems with your own hardware or software, you should call technical support, paying careful attention to how the support specialist handles the call and asking as many questions as the specialist has time to answer.
Technical support specialists work for computer hardware and software companies, as well as in the information systems departments of large corporations and government agencies. There are approximately 500,000 technical support specialists employed in the United States.
Most technical support positions are considered entry-level. They are found mainly in computer companies and large corporations. Individuals interested in obtaining a job in this field should scan the classified ads for openings in local businesses and may want to work with an employment agency for help finding out about opportunities. Since many job openings are publicized by word of mouth, it is also very important to speak with as many working computer professionals as possible. They tend to be aware of job openings before anyone else and may be able to offer a recommendation to the hiring committee.
If students of computer technology are seeking a position in technical support, they should work closely with their school’s placement office. Many employers inform placement offices at nearby schools of openings before ads are run in the newspaper. In addition, placement office staffs are generally very helpful with resume writing assistance and interviewing techniques.
If an employee wants to make a career change into technical support, he or she should contact the human resources department of the company or speak directly with appropriate management. In companies that are expanding their computing systems, it is often helpful for management to know that current employees would be interested in growing in a computer-related direction. They may even be willing to finance additional education.
Technical support specialists who demonstrate leadership skills and a strong aptitude for the work may be promoted to supervisory positions within technical support departments. Supervisors are responsible for the more complicated problems that arise, as well as for some administrative duties such as scheduling, interviewing, and job assignments.
Further promotion requires additional education. Some technical support specialists may become commercially certified in computer networking so that they can install, maintain, and repair computer networks. Others may prefer to pursue a bachelor’s degree in computer science, either full time or part time. The range of careers available to college graduates varies widely. Software engineers analyze industrial, business, and scientific problems and develop software programs to handle them effectively (See “Software Engineers”). Quality assurance engineers design automated quality assurance tests for new software applications (See “Quality Control Engineers and Technicians”). Internet quality assurance specialists work specifically with testing and developing companies’ Web sites. Computer systems/programmer analysts study the broad computing picture for a company or a group of companies in order to determine the best way to organize the computer systems (See “Computer Systems Programmer/Analysts”).
There are limited opportunities for technical support specialists to be promoted into managerial positions. Doing so would require additional education in business but would probably also depend on the individual’s advanced computer knowledge.
Technical support specialist jobs are plentiful in areas where clusters of computer companies are located, such as northern California and Seattle, Washington. Median annual earnings for technical support specialists were $40,610 in 2005, according to the U.S. Department of Labor. The highest-paid 10 percent earned more than $67,640, while the lowest-paid 10 percent earned less than $24,230. Those who have more education, responsibility, and expertise have the potential to earn much more.
Technical support specialists earned the following median annual salaries by industry in 2005 (according to the U.S. Department of Labor): software publishers, $50,610; management of companies and enterprises, $45,350; computer systems design services, $44,990; colleges and universities, $39,760; and elementary and secondary schools, $38,820.
Most technical support specialists work for companies that offer a full range of benefits, including health insurance, paid vacation, and sick leave. Smaller service or start-up companies may hire support specialists on a contractual basis.
Technical support specialists work in comfortable business environments. They generally work regular, 40-hour weeks. For certain products, however, they may be asked to work evenings or weekends or at least be on call during those times in case of emergencies. If they work for service companies, they may be required to travel to clients’ sites and log overtime hours.
Technical support work can be stressful, since specialists often deal with frustrated users who may be difficult to work with. Communication problems with people who are less technically qualified may also be a source of frustration. Patience and understanding are essential for handling these problems.
Technical support specialists are expected to work quickly and efficiently and be able to perform under pressure. The ability to do this requires thorough technical expertise and keen analytical ability.
Technical Support Specialist Career Outlook
The U.S. Department of Labor predicts that the technical support specialist position will grow faster than the average for all occupations through 2014. Each time a new computer product is released on the market or another system is installed, there will be problems, whether from user error or technical difficulty. Therefore, there will always be a need for technical support specialists to solve the problems. Since technology changes so rapidly, it is very important for these professionals to keep up to date on advances. They should read trade magazines, surf the Internet, and talk with colleagues in order to know what is happening in the field. Job growth will be weaker than growth during the previous decade as many technical support jobs are being outsourced overseas.
Since some companies stop offering technical support on old products or applications after a designated time, the key is to be flexible with your understanding of technology. This is important for another reason as well. While the industry as a whole will require more technical support specialists in the future, it may be the case that certain computer companies go out of business. It can be a volatile industry for start-ups or young companies dedicated to the development of one product. Technical support specialists interested in working for computer companies should therefore consider living in areas in which many such companies are clustered. In this way, it will be easier to find another job if necessary.
For More Information:
- Computer Science Careers
- Association for Computing Machinery
- Computing Technology Industry Association
- Help Desk Institute
- IEEE Computer Society