032132010 User Support Analyst Supervisor 031132010 Supervisor, Network Control Operators 033162018 Technical Support Specialist 032262010 User Support Analyst 039264010 Microcomputer Support Specialist: AIM97 (Apprenticeship Information Management): No crosswalks : CEN90 (1990 Census Occupations): 235 Technicians, N.E.C. Addressing all things technology in an organizational setting, the IT support specialist collaborates in most aspects of computer, software and network systems development. A successful IT Support Specialist is technologically savvy and enjoys assisting others. This role may support internal clients, helping to keep employees productive, or external customers of a company, helping them via the telephone or webchat. Top Software Support Specialist Skills. The hardest part of being a computer support specialist is not necessarily figuring out what is going on with a computer -- it is explaining it to the person on the other line. They have excellent communication skills and keep up to date on the latest developments and trends in the industry. Not everyone will come to you with an easily solved problem. Connect with friends faster than ever with the new Facebook app. That’s why we want to make it easier for you to make the big choices that affect the efficiency and productivity of your business through the countless how-to guides, software reviews, and comparison articles we offer. IT ticketing systems are used in many industries, from IT work to project management. The core skills that employees should possess are: Extensive knowledge of information technologies and systems. As a computer support specialist, you will need to work your way through what your customer has done, how those actions affect the network and computer, and where things might have gone wrong. The Top 10 Help Desk Skills Every Support Specialist Needs. What you'd do: Desktop support technicians are first in line when a … Fixing computer problems over the phone requires you to have a vast wealth of technical knowledge. Writing ability to communicate effectively via e-mail, as well as to prepare user guides, manuals and other computer documentation, also is helpful if you want to become a computer support specialist. Documentation skills are a must in this industry. While you aren’t always dealing with highly complex issues, you’ll routinely encounter situations where attention to detail and critical thinking are crucial for coming up with innovative solutions to unique problems. Any career path that revolves around problem-solving requires empathy. However, before we get into that, let’s dive into what help desk support is and how it differs from other types of support. Additional program details: The hands-on activities use state-of-the-art technologies. Join us for our Career Insider Series workshops and panels. Everything required of an IT help desk professional, from installing new systems to documenting error solutions, requires a more precise attention to detail than many other other fields. Certified technical support specialist seeking position with internal network management team. This includes managing, installing, maintaining, troubleshooting and configuring office and computing equipment. Flexibility is essential to tech support engineer jobs. Imagine working in a career where everyone wants to speak to the manager, but the problems are far more technical in nature. IT Support Specialist. Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. (More on this in the next section.). Additionally, you may be expected to write up simple reports of each case you handle, or follow up with a customer via email. These skills are non-negotiable since you never know what kinds of problems might be sent your way while working in this career field. Many platforms use them to help their clients track and solve problems. Specialist Skills Darril R. Gibson 800 East 96th Street Indianapolis, Indiana 46240 USA. We ranked the top skills based on the percentage of Client Support Specialist resumes they appeared on. For example, 13.4% of Software Support Specialist resumes contained Software Support as a skill. These collaborative skills include good communication, goal setting, persuasion skills, coordination, active listening, and leadership. Microsoft may earn an Affiliate Commission if you purchase something through recommended links in this article. Many support specialists work via email, and even those who work on the phone will spend a lot of time browsing instruction manuals and surfing the web for potential solutions to new problems. They also need good critical thinking and problem solving skills. You can earn the IT Computer Support Technician, IT Help Desk Support Specialist and IT User Support Technician technical diplomas on the way to completing this associate degree. If you are interested in becoming a computer support specialist, you will need to possess certain qualities to ensure success. Employers start preparing for the coronavirus vaccine with a question: Can we require it? If you want a career as an IT help desk worker, you need to get familiar with ticketing systems. Working as a computer support specialist can be a challenging job that requires a mastery of both technical and social skills. One of the basic skill sets an employer will look for in an IT professional is the ability to write code. IT Specialist skills and qualifications An effective IT Specialist uses a variety of soft skills, technical skills and industry knowledge to provide the most effienct and comprehensive support they can. Help Desk Support, Windows Server, and Switches are still quite common, and a respectable share of skills found on resumes for IT Support Specialist with 23.92% of the total. Although these terms are used interchangeably, they are different once you get down to brass tacks. Problem solving – Resolve problems while maximizing efficient use of computing resources. These skills can be acquired through certification courses, boot camps, and comprehensive IT network engineering courses from organizations like NexGenT and Infosec. As an IT help desk professional, you’ll need ample computer systems and installation knowledge, both software and hardware. Because there are thousands of different laptops, routers, modems and software suites, there are millions of potential combinations that could cause any number of problems. For example, 12.2% of Client Support Specialist resumes contained Client Support as a skill. Every career path requires adaptability, but few paths require it as much as working IT support. An IT support specialist must be abreast with the latest developments and trends in the industry. Employer job listings seldom list Substance Abuse, Mental Disorder, Human Resources Experience, Psychiatry, Rehabilitation, Human Services, Clinic, Developmental Disability, Interventional, Treatment Planning or Social Services as important skills or qualifications in … While smaller companies can rely on outside contractors to deal with their technical support issues, this strategy becomes less viable as your business grows. IT Support Skills. While it is possible to get by on your own in most situations, why not make your life easier by working with others to find better solutions for your end users? Desktop support technician. Adapting to the issues at hand is very useful because you never know how technical or confusing an issue might be. This list is also helpful if you’re looking to start your career in the IT help desk field and want a head start on the skills you need to know. Technical support (or IT support) professionals help resolve customers’ technical problems via email, phone, social media and in person. As an IT help desk professional, it’s important to empathize with those who come to you with their issues and make sure they understand you care about those problems. Works well in team environments and displays strong work ethic. They provide essential help and advice to users of computer software and related equipment in virtually every type of organization in … I learned very quickly as a technical specialist for Apple how little the average person understands about their devices and the software running them. As a result, many support specialists must work nights or weekends. Support specialists are depended upon to walk customers through problems with their computers, networks and peripherals, while at the same time speaking in … Senior IT Support Specialist Contractor Resume Examples & Samples B.S. The average salary for an Information Technology (IT) Support Specialist is $50,157. As part of the day to day work IT Support professionals require following skills and experiences: Install, configure and support desktop and server operating systems You need to be able to take apart a laptop in your mind, or imagine a customer’s network setup without actually seeing it. Due to the volume and technical nature of enterprise business needs, in-house IT help desk support (aka IT tech support) is the way to go. Good speaking skills allow a computer support specialist to convey information to those he or she is trying to help. While many of their functions are the same, such as managing support tickets and handling requests, help desks and service desks address different needs. Typically, people in these roles have … Top Client Support Specialist Skills. Otherwise, you’ll spend a lot of time fixing the same problems for end users over, and over, and over again because your documentation wasn’t able to guide them to the solution. Below we've compiled a list of the most important skills for a Client Support Specialist. As such, the specialist might analyze and assess new digital systems and their value to a particular organization. A bachelor’s degree is required for some applicants applying to computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others. A Technical Support Specialist will also support computer software integration by diagnosing and troubleshooting common problems. Highly adept in systems analysis diagnostics and troubleshooting and conflict resolution. IT Support Specialist Certificate Program Begin a career in the lucrative, fast growing and high demand IT field and prepare for the industry standard CompTIA A+ certification. Support specialists are depended upon to walk customers through problems with their computers, networks and peripherals, while at the same time speaking in a way that is easy to understand. Due to the wide variety of issues that can be encountered at any given time, it’s necessary for an IT specialist to quickly examine multiple scenarios to determine the specifics of a problem. Consequently, they must be familiar with major operating systems and stay abreast of recent updates. Copyright 2020 Leaf Group Ltd. / Leaf Group Media, All Rights Reserved. Work the help desk. Their skills are an asset to the company, as they aid in resolving technical issues concerning customer's accounts or company software infrastructure. IT Support Specialists are responsible for analyzing, troubleshooting and evaluating technology issues. Exhibits excellent organizational and problem-solving skills. Everyone, from the CIO to the senior architect, should be able to sit down at the … If you know how to manage these systems, you’ll know how to deal with most issues that are brought to your attention, since most help desk requests deal with simple administrative issues. The ability to document and explain issues easily is extremely important and valuable because you’re not just solving issues for one person, you’re solving them for everybody who runs into those problems. Now, learners can earn a recommendation of 12 college credits for completing the program--the equivalent of four college courses at the associate degree-level. Dedicated, organized, and self-directed team player with strong written, communication, and relationship-building skills. Below we've compiled a list of the most important skills for a Software Support Specialist. Computer Support Specialist Career Video Transcript. Maintained 15% above average customer satisfaction in post-call surveys. Because computer support is important for businesses, support services may need to be available 24 hours a day. IT help desk professionals understand the importance of collaboration. But in general, an IT support specialist makes sure that an organization's technological equipment is running smoothly. The master list of tech support skills that every help desk professional ought to know is extensive. In addition to these traits, employers look for applicants with the following skills. Show full articles without "Continue Reading" button for {0} hours. Good in-person and telephone communication skills will help you when you become a computer support specialist. Detail-focused and result-oriented IT professional with extensive knowledge in troubleshooting IT-related issues and effective training skills. Without this attention to detail, you’ll find yourself putting out more self-made fires than necessary. Help desk support is another way to say in-house technical support, which deals with all kinds of maintenance and support tasks such as software installation and network maintenance. Adapt and thrive. Teamwork – Work well in a team-oriented environment. Conflict resolution and de-escalation skills are valuable when dealing with frustrated or outright angry end users. They should be technology-savvy and be able to resolve all the technical difficulties. However, I’ve boiled down many of those basic help desk skills into 10 of the most important hard and soft skills of IT problem management. Effective Help Desk Specialist Skills ... CHAPTER 1 Introduction to Help Desk Support Roles 6 CHAPTER 2 Communication Skills 42 CHAPTER 3 Personal Skills 80 CHAPTER 4 Technical Skills 114 Provided Help Desk-based IT phone support to end-users for a fast-paced web hosting firm, including troubleshooting, server support, and customer service. Zero Web, Newark, NJ Dec 2015–Dec 2017. Most service-related careers require some degree of conflict resolution skills, especially tech support. Many of these administrative skills can be learned on the job or through the certification classes I mentioned above. In the world of computers, problems are rarely simple. Like us on Facebook to see similar stories, As U.S. races toward COVID-19 vaccine, Britain takes the lead. Skills Needed to Be a Good Desktop Support Analyst Knowledge – Know your way around desktop hardware, software applications, operating systems and network connectivity. Adaptability is a core skill that every help desk professional should have. You should have a thorough understanding of how to install, maintain, and troubleshoot different issues with VPNs so your end users can always count on a secure network connection no matter where they are. An IT help desk provides immediate technical support for infrequent issues and problems, whereas a service desk focuses on the service requests of end users, such as onboarding, managing assets, providing laptops to employees, etc. This program is designed to prepare you for an entry level role in IT help desk support. Flexibility. By the end of your interaction, you’ll hopefully have changed their mood entirely, which makes your job much easier in the long run. This includes (but is not limited to) operating systems, network switches and routers, IP routers, and much more. The master list of tech support skills that every help desk professional ought to know is extensive. I’ve called help desk support over things like misshapen buttons on a website I was working with, and my issues were fixed because the professionals understood the need to adapt to different situations and problems. Many computer issues are simple user error but a few will challenge your ability to think creatively. They would rather solve their own problems, but the issue is so out of reach that they felt the need to come to you instead. These issues are insurmountable to them, and they see you as their only avenue for resolution. Have worked for the last three years as a technician for an IT support services provider fielding calls from clients and performing on-site assessments and repairs. Technical support specialists are an important addition to an overall IT team. The primary role of the computer support specialist is troubleshooting. It Support Specialist Resume Examples IT Support Specialists provide assistance to clients with the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Career Zone: Computer Support Specialists. Corporations deal with sensitive and valuable information that must be protected from the wild west of the public internet, so it’s up to you to know how to work within the confines of virtual private networks between offices. Working as a computer support specialist can be a challenging job that requires a mastery of both technical and social skills. Customer service focused Technical Support Specialist with 9 years career experience in help desk environments. If the job is programming or software/web development, an employer may seek a candidate who can code in several different languages, as … Being able to ask the right questions and give instructions that a layman can follow are critical skills for a support specialist. How to Become a Computer Support Specialist. To accomplish this, it requires an extensive knowledge of information technology and enough experience to come up with the right solution. Every interaction you have with an end user begins with a problem that's probably frustrating them. Coding Skills. No one can possibly know everything, and knowing how to effectively work with others will help you excel in this field. While an interview should assess technical skills, candidates must also demonstrate the ability to stay calm, and they should have a knack for explaining technical issues to non-technical people. It is important that you can read technical documents and information in addition to writing clear steps for solving problems and detailed accounts of previous troubleshooting steps. Wit… While you may know everything there is to know about computers and the problem may be obvious to you, the person you will be talking to might have zero experience with computers. Earlier I mentioned the importance of network engineering skills, but if you plan to work in the enterprise and corporate world, you’ll need to take a deep dive into virtual private networks (VPNs). A combination of technical know-how, persistence, and customer service skills are needed to be a computer support specialist. Jira Service Desk and Spiceworks are two examples. Make sure you sign up for our free newsletter so you can stay up to date with all of our new resources as they roll out each week. We at The Blueprint understand the busy schedules of professionals in all kinds of industries and lines of work. Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. Troubleshooting administrative problems is a highly sought-after skill in help desk professionals, including dealing with account maintenance issues, password management, user access permissions, and network security. You don’t need to weave words of gold like Hemingway, just enough to explain a problem and solution so others can understand your solution. You can learn these skills in college or technical skill, but may also start as a low-level support rep and increase your knowledge as you go. The IT Support Professional Certificate recently secured a credit recommendation from the American Council on Education’s (ACE) ACE CREDIT®, which is the industry standard for translating workplace learning to college credit. What’s even better: All of our resources are completely free, so what do you have to lose? in computer science or related field is highly preferred 5 years+ experience supporting Macintosh and Apple devices (integration, troubleshooting, support, repair, security) in a corporate Windows Active Directory environment with integration to Windows domain a plus I’ve put together a list of the top 10 IT skills to look for when hiring new help desk employees. Several IT management software options even offer free versions of their products so you can familiarize yourself without spending a dime. At 26.01%, Imaging, Deployment, Database, and VPN appear far less frequently, but are still a significant portion of the 10 top IT Support Specialist skills and qualifications found on resumes. Technical support responsibilities typically stay within the technical realm and don’t drift into other administrative support tasks unless absolutely necessary. We ranked the top skills based on the percentage of Software Support Specialist resumes they appeared on. We can’t all be technology geeks, so remember that as you receive help requests.