Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
This career is part of the Information Technology cluster Information Support and Services pathway.
A person in this career:
- Answers user inquiries regarding computer software or hardware operation to resolve problems.
- Oversees the daily performance of computer systems.
- Reads technical manuals, confers with users, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Develops training materials and procedures, or trains users in the proper use of hardware or software.
- Refers major hardware or software problems or defective products to vendors or technicians for service.
- Enters commands and observes system functioning to verify correct operations and detect errors.
- Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities.
- Installs and performs minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Prepares evaluations of software or hardware, and recommends improvements or upgrades.