computer support specialists provide help and advice to people and organizations using computer software or equipment. computer network support specialists, also called technical support specialists, usually work in their organization’s it department. network support specialists may assist the organization’s computer users through phone, email, or in-person visits. computer user support specialists, also called help-desk technicians, usually provide technical help to non-it computer users. some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. they may walk customers through basic steps in re-establishing an internet connection or troubleshooting household it products such as a wi-fi router. a bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.
for computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree. to keep up with changes in technology, many computer support specialists continue their education throughout their careers. companies may require their computer support specialists to hold certifications in the products the companies use. many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. computer support specialists must be patient and sympathetic. support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation. support workers must identify both simple and complex computer problems, analyze them, and solve them. support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.
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