Help desk Technician

Analyzes and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users.

Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.

Ascertains from computer user the nature of problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps.

Organizations usually prefer two years of postsecondary training in field of specialty; however, some companies may accept equivalent education and experience combined.

Talks with co-workers to research problem and find solution.

Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

Writes software and hardware evaluation and recommendation for management review.

Writes or revises user-training manuals and procedures. Develops training materials, such as exercises and visual displays.

Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.