A computer support specialist provides network, application and desktop computer troubleshooting assistance for assigned users. They may specialize in Apple or Windows environments. Computer support specialists must have excellent technical, interpersonal, organizational and customer service skills for this position.
Desktop Support
Computer support specialists help analyze, identify and resolve various computer hardware and software problems. This includes the installation, configuration, upgrading and troubleshooting of new software, hardware and systems. They must respond to incoming IT requests through email, phone and walk-ups. Then, they track requests through resolution or escalation. Sometimes, they must prioritize and schedule IT requests based on the levels of need and urgency. One of their most common duties is system administration for designated applications. This includes account provisioning, end-user training, operating system updates and equipment repair coordination. Virus scanning and malware remediation are constant concerns for computer support specialists.
Recommended Abilities
Computer support specialists must have the analytical abilities to quickly and accurately troubleshoot and resolve network, hardware, software and mobile device problems. They must be able to install and maintain product lines, such as Microsoft Windows seven and eight, as well as open-source programs, such as Linux and Open Office. Computer support specialists should have proven knowledge of Exchange mailbox creation, mobile device management, user directory administration and disk partitioning solutions. These IT professionals must have solid experience with business antivirus solutions, system center configuration, hardware inventory management and multimedia equipment for conferences. Most employers expect computer support specialists to also handle mobile device app and hardware configuration and maintenance.
Required Education
An associate’s degree in computer science is the minimum education for computer support specialists. These multidisciplinary degrees provide students with an introduction to software development and object-oriented approaches. Students learn about the design, test, problem analysis and implementation stages. Class projects may require them to code, test and debug programs using popular programming languages. Classes in database management teach students the fundamental concepts of design and administration techniques. Students must learn about database modeling, languages and security. Classes in human computer interaction will teach students how to create intuitive and interactive systems. Computer networking topics include models, protocols, infrastructure and architecture.
Professional Certification
Like most IT professionals, computer support specialists must obtain and maintain professional certifications. For example, the CompTIA A+ certification is the standard for entry-level computer service technicians. This certification exam verifies the competency and knowledge needed for installing, maintaining, customizing and operating PCs. This certification is offered through the advocacy group called the Computing Technology Industry Association (CompTIA). This IT certificate must be renewed every three years by retaking the test or taking college-level Continuing Education Units (CEU). The exam contains traditional, situational and identification type multiple choice questions. Although it’s open for anybody to take, it’s best to have at least six months of job experience.
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Alternatively, computer support specialists may earn the Microsoft Certified Solutions Associate (MCSA), the HDI Technical Support Professional (HDI-TSP) or the Apple Certified Support Professional (ACSP) certifications.
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