Computer support specialists and systems administratorsIn the last decade, computers have become an integral part of everyday life, used for a variety of reasons at home, in the workplace, and at schools. And almost every computer user encounters a problem occasionally, whether it is the disaster of a crashing hard drive or the annoyance of a forgotten password. The explosion of computer use has created a high demand for specialists to provide advice to users, as well as day-to-day administration, maintenance, and support of computer systems and networks. Computer support specialists provide technical assistance, support, and advice to customers and other users. This occupational group includes technical support specialists and help-desk technicians. These troubleshooters interpret problems and provide technical support for hardware, software, and systems. They answer telephone calls, analyze problems using automated diagnostic programs, and resolve recurrent difficulties. Support specialists may work either within a company that uses computer systems or directly for a computer hardware or software vendor. Increasingly, these specialists work for help-desk or support services firms, where they provide computer support to clients on a contract basis. Technical support specialists are troubleshooters, providing valuable assistance to their organization�s computer users. Because many nontechnical employees are not computer experts, they often run into computer problems that they cannot resolve on their own. Technical support specialists install, modify, clean, and repair computer hardware and software. They also may work on monitors, keyboards, printers, and mice. Technical support specialists answer telephone calls from their organizations� computer users and may run automatic diagnostics programs to resolve problems. They also may write training manuals and train computer users how to properly use new computer hardware and software. In addition, technical support specialists oversee the daily performance of their company�s computer systems and evaluate software programs for usefulness. Help-desk technicians assist computer users with the inevitable hardware and software questions not addressed in a product�s instruction manual. Help-desk technicians field telephone calls and e-mail messages from customers seeking guidance on technical problems. In responding to these requests for guidance, help-desk technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps. Help-desk technicians deal directly with customer issues, and companies value them as a source of feedback on their products. These technicians are consulted for information about what gives customers the most trouble, as well as other customer concerns. Most computer support specialists start out at the help desk. Network or computer systems administrators design, install, and support an organization�s LAN (local-area network), WAN (wide-area network), network segment, Internet, or intranet system. They provide day-to-day onsite administrative support for software users in a variety of work environments, including professional offices, small businesses, government, and large corporations. They maintain network hardware and software, analyze problems, and monitor the network to ensure its availability to system users. These workers gather data to identify customer needs and then use that information to identify, interpret, and evaluate system and network requirements. Administrators also may plan, coordinate, and implement network security measures. Systems administrators are the information technology employees responsible for the efficient use of networks by organizations. They ensure that the design of an organization�s computer site allows all of the components, including computers, the network, and software, to fit together and work properly. Furthermore, they monitor and adjust performance of existing networks and continually survey the current computer site to determine future network needs. Administrators also troubleshoot problems as reported by users and automated network monitoring systems and make recommendations for enhancements in the implementation of future servers and networks. In some organizations, computer security specialists may plan, coordinate, and implement the organization�s information security. These workers may be called upon to educate users on computer security, install security software, monitor the network for security breaches, respond to cyber attacks, and in some cases, gather data and evidence to be used in prosecuting cyber crime. This and other growing specialty occupations reflect the increasing emphasis on client-server applications, the expansion of Internet and intranet applications, and the demand for more end-user support. Related news articles IT worker shortage linked to tech enrollment drop - Oct 11, 2006 WTN News,...fell from 1,048 in 2001 to 241 in 2005. During the same period, IT computer support specialist registrants fell from 936 to 202. It's Not Just Blue- or White-Collar Anymore - Oct 1, 2006 Kitsap Sun (Subscription),...necessarily a bachelor’s degree. Examples include a computer-support specialist or an architectural drafter. However, the term also ... One more milestone for CNA-Q - Sep 21, 2006 Gulf Times,After a two-year process, the Computer Support Specialist and Programmer Analyst programmes were the first CNA-Q programmes to receive accreditation. ... 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More information on Computer support specialists and systems administrators from The U.S. Department of Labor Bureau of Labor Statistics Occupational Outlook Handbook Overview of Computer support specialists and systems administrators occupation Number of Computer support specialists and systems administrators in the U.S. Salary and earnings for Computer support specialists and systems administrators Working conditions for Computer support specialists and systems administrators Significant points for Computer support specialists and systems administrators Training requirements for Computer support specialists and systems administrators Labor Information Home | Occupational data by city | Search Rainforests | Madagascar | What's new |