Computer User Support Specialist

Also called: Applications Analyst, Automatic Data Processing Customer Liaison (ADP Customer Liaison), Call Center Support Representative, Computer Customer Support Specialist, Computer Hardware Technician

Computer User Support Specialist

Varies

estimated salary

A computer user support specialist provides technical assistance to computer users. Answer questions or resolve computer problems for clients in person, 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.

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Oversee the daily performance of computer systems.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Develop training materials and procedures, or train users in the proper use of hardware or software.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades.
  • Confer with staff, users, and management to establish requirements for new systems or modifications.
  • Modify and customize commercial programs for internal needs.
  • Inspect equipment and read order sheets to prepare for delivery to users.
  • Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
  • Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
  • Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software.
Work Context
  • Electronic Mail — 100% responded "Every day".
  • Contact With Others — 87% responded "Constant contact with others".
  • Face-to-Face Discussions — 85% responded "Every day".
  • Telephone — 73% responded "Every day".
  • Importance of Being Exact or Accurate — 75% responded "Extremely important".
  • Structured versus Unstructured Work — 52% responded "A lot of freedom".
  • Freedom to Make Decisions — 56% responded "A lot of freedom".
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Work Activities
  • Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
  • Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
  • Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
  • Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
  • Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
  • Repairing and Maintaining Electronic Equipment — Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.
  • Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
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Detailed Work Activities
  • Provide technical support for software maintenance or use.
  • Test software performance.
  • Install computer software.
  • Install computer hardware.
  • Maintain computer hardware.
  • Monitor computer system performance to ensure proper operation.
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Knowledge

Computers and Electronics
  • Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Customer and Personal Service
  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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Skills

Reading Comprehension
  • Understanding written sentences and paragraphs in work related documents.
Active Listening
  • Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking
  • Talking to others to convey information effectively.
Critical Thinking
  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
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Abilities

Oral Comprehension
  • The ability to listen to and understand information and ideas presented through spoken words and sentences.
Written Comprehension
  • The ability to read and understand information and ideas presented in writing.
Oral Expression
  • The ability to communicate information and ideas in speaking so others will understand.
Near Vision
  • The ability to see details at close range (within a few feet of the observer).
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Personality

People interested in this work like activities that include ideas, thinking, and figuring things out.
They do well at jobs that need:
  • Achievement/Effort
  • Persistence
  • Initiative
  • Leadership
  • Cooperation
  • Concern for Others
  • Social Orientation
  • Self Control
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Technology

You might use software like this on the job:

Enterprise resource planning ERP software
  • Microsoft Dynamics Hot Technology
  • SAP Business Objects Hot Technology
  • SAP Hot Technology
  • Oracle PeopleSoft Hot Technology
  • Oracle JD Edwards EnterpriseOne Hot Technology
  • NetSuite ERP Hot Technology
  • Oracle Fusion Applications Hot Technology
  • Oracle Hyperion Hot Technology
  • Microsoft Dynamics GP Hot Technology
  • Enterprise resource planning ERP software Hot Technology
Object oriented data base management software
  • PostgreSQL Hot Technology
  • Hibernate ORM
Object or component oriented development software
  • Practical extraction and reporting language Perl Hot Technology
  • jQuery Hot Technology
  • Python Hot Technology
  • Oracle Java Hot Technology
  • Objective C Hot Technology
  • C++ Hot Technology
  • C# Hot Technology
  • Apache Groovy Hot Technology
  • Swift Hot Technology
  • Advanced business application programming ABAP Hot Technology
  • Microsoft ActiveX
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