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OVERVIEW Computer support specialists investigate and resolve technical problems for customers in the telecommunications industry. They help customers trouble shoot a variety of products including wired and wireless phones, personal dig ital assistants, cable and high-definition receivers, computer software, and other equipment. They listen to customer complaints, walk customers through possible solutions, and write technical reports based on their work. Computer support specialists must be very knowledgeable about the products with which they work and be able to communicate effectively with users from different technical backgrounds. They must be patient and professional with frustrated users and be able to perform well under stress. Computer support is similar to solving mysteries, so support specialists should enjoy the challenge of problem solving and have strong analytical skills. There are approximately 13,000 computer support specialists employed in the telecommunications industry in the United States. HISTORY Computer support has been around since the development of the first telecommunications technology for the simple reason that, like all machines, phones and other technology experience problems at one time or another. As more and more companies offer telecommunications products, smart executives have realized that strong computer support departments are one of the keys to success in the field. Customers need to have confidence that their problems will be addressed competently and efficiently. A company uses its reputation and the availability of its computer support department to differentiate its products and services from those of other companies, even though the tangible products like basic cable service, for example, may actually be nearly identical. The goal of any company is to offer a product or service that requires no computer support, so that the computer support department has minimal work to complete. Given the speed of development, however, computer support departments will still have to provide, at least, a moderate level of support for their respective company’s products and services. Until the time arrives when users of computers are able to resolve all questions and problems without the assistance of a human computer support specialist, there will be a strong demand for these critical telecommunication professionals. THE JOB In the telecommunications industry, computer support can generally be broken up into two distinct areas, although these distinctions vary greatly with the nature, size, and scope of the company. The two most prevalent areas are user support and technical support. Most computer support specialists perform some combination of the tasks explained below. The jobs of computer support specialists vary according to whom they assist and what they fix. Some specialists help private users exclusively; others are on call to a major corporate buyer. Some specialists work with telecommunications software, and others work with hardware. User support specialists, also known as help desk specialists, work directly with customers, or users, who call, email, or communicate in real-time online when they experience problems. The support specialist listens carefully to the user’s explanation of the precise nature of the problem (i.e., cell phone won’t turn on, no cable signal, heavy static on a telephone line, the software the customer installed to set up an Internet connection will not work, etc.), and tries to suggest solutions. Some companies have developed complex software that allows the support specialist to enter a description of the problem and wait for the computer to provide suggestions about what the user should do to resolve the problem. The initial goal is to isolate the source of the problem. If user error is the culprit, the user support specialist explains procedures related to the program in question. If the problem seems to lie in the hardware or software, the specialist asks the user to enter certain commands in order to see if the device makes the appropriate response. If it does not, the support specialist is closer to isolating the cause of the problem. The support specialist consults supervisors, programmers, and others in order to outline the cause of the service interruption and suggest possible solutions. Technical support specialists employed in the information systems departments of telecommunications companies are mainly involved with solving in-house computer problems whose cause has been determined to lie in the computer system’s operating system, hard ware, or software. They make exhaustive use of resources, such as colleagues or books, and try to solve the problem through a variety of methods, including program modifications and the replacement of certain hardware or software. Technical support specialists also oversee the daily operations of the various computer systems in the company. Sometimes they compare the system’s work capacity to the actual daily workload in order to determine if upgrades are needed. In addition, they might help out other computer professionals in the company with modifying commercial software for their company’s particular needs. All computer support work must be well-documented. Support specialists write detailed technical reports on every problem they work on. They try to tie together different problems on the same software or hardware, so programmers or engineers can make adjustments that address all of the issues. Record keeping is crucial because designers, programmers, and engineers use technical sup port reports to revise current products and improve future ones. Some support specialists help write training manuals. They are often required to read trade magazines and company newsletters in order to keep up to date on their products and the field in general. REQUIREMENTS High School A high school diploma is a minimum requirement for computer sup port specialists. Any technical courses you can take, such as computer science and electronics, can help you develop the logical and analytical thinking skills necessary to be successful in this field. Courses in math and science are also valuable for this reason. Since computer support specialists have to deal with both computer professionals on the one hand and customers who may not know anything about technology, on the other, you should take English and speech classes to improve your verbal and written communications skills. Postsecondary Training Individuals interested in pursuing a job in this field should first determine what area of computer support appeals to them the most and then honestly assess their level of experience and knowledge. Large corporations often prefer to hire people with an associate’s degree and some experience. They may also be impressed with commercial certification in a computer field, such as networking. How ever, if they are hiring from within the company, they will probably weigh experience more heavily than education when making a final decision. Employed individuals looking for a career change may want to commit themselves to a program of self-study in order to be qualified for computer support positions. Many computer professionals learn a lot of what they know by playing around with technology, reading trade magazines, and talking with colleagues. Self-taught individuals should learn how to effectively demonstrate their knowledge and proficiency on the job or during an interview. Besides self-training, employed individuals should investigate tuition reimbursement pro grams offered by their company. There are many computer technology programs that lead to an associate’s degree. A specialization in personal computer support and administration is certainly applicable to work in computer sup port. Most computer professionals eventually need to go back to school to earn a bachelor’s degree in order to keep themselves competitive in the job market and prepare themselves for promotion to other computer fields. Certification or Licensing Computer associations, such as HDI and CompTIA: The Computing Technology Industry Association, offer certification for support specialists who primarily are employed in the computer industry. These certifications would be useful to technical support specialists who are employed in the information systems departments of their companies and solve in-house issues. However, they are not that useful to user support specialists employed in the telecommunications industry. To become certified, you will need to pass a written test and in some cases may need a certain amount of work experience. Although going through the certification process is voluntary, becoming certified will most likely be to your advantage. It will show your commitment to the profession as well as demonstrate your level of expertise. In addition, certification may qualify you for certain jobs and lead to new employment opportunities. Other Requirements To be a successful computer support specialist, you should be patient, enjoy challenges of problem solving, and think logically. You should work well under stress and demonstrate effective communication skills. Since you will be working in a field that changes rapidly, you should be naturally curious and enthusiastic about learning new technologies as they are developed. EXPLORING If you are interested in becoming a computer support specialist, you should try to organize a career day with a computer support specialist who is employed in the telecommunications industry. If you are interested in working in telecommunications, ask to help your parents with software installations or other set-ups for new phones, cable boxes, or Internet service. Visit the computer support sections at telecommunication company Web sites to get an idea of how computer support is handled. In addition, if you experience problems with your own phone or cable service, you should call computer support, paying careful attention to how the support specialist handles the call and ask as many questions as the specialist has time to answer. EMPLOYERS Computer support specialists work for telecommunications companies including Qualcomm, AT&T, Motorola, Verizon, Nokia, Sony, Comcast Cable Communications, Time Warner Cable, Cox Communications, DirecTV, and Dish Network Services. Approximately 13,000 computer support specialists are employed in the telecommunications industry in the United States. Computer support specialists also work for computer hardware and software companies, as well as in the information systems departments of large corporations and government agencies. STARTING OUT Most computer support positions are considered entry-level. Individuals interested in obtaining a job in this field should scan the classified ads for openings at local companies and may want to work with an employment agency for help finding out about opportunities. One of the best ways to learn about employment opportunities in the telecommunications industry is to visit the Web sites of major companies in the field. Most feature an extensive overview of career opportunities in the field. Some even allow you to post your resume. If students of computer technology are seeking a position in computer support, they should work closely with their school’s career services office. Many employers inform career services offices at nearby schools of openings before ads are run in the newspaper. In addition, career services office staffs are generally very helpful with resume writing assistance and interviewing techniques. If an employee wants to make a career change into computer sup port, he or she should contact the human resources department of the company or speak directly with appropriate management. ADVANCEMENT Computer support specialists who demonstrate leadership skills and a strong aptitude for the work may be promoted to supervisory positions within computer support departments. Supervisors are responsible for the more complicated problems that arise, as well as for some administrative duties such as scheduling, interviewing, and job assignments. There are limited opportunities for computer support specialists to be promoted into managerial positions. Job advancement into managerial positions requires additional education in business but would probably also depend on the individual’s advanced computer knowledge. EARNINGS Median annual earnings for computer support specialists employed in the telecommunications industry were $46,090 in 2006, according to the U.S. Department of Labor. Salaries for computer support specialists employed in all industries ranged from less than $25,290 to $68,540 or more annually. Those who have more education, responsibility, and expertise have the potential to earn much more. Most computer support specialists work for companies that offer a full range of benefits, including health insurance, paid vacation, and sick leave. Smaller service or start-up companies may hire sup port specialists on a contractual basis. WORK ENVIRONMENT Computer support specialists work in comfortable business environments. They generally work regular, 40-hour weeks. For certain products, however, they may be asked to work evenings or weekends or at least be on call during those times in case of emergencies. Computer support work can be stressful, since specialists often deal with frustrated users who may be difficult to work with. Communication problems with people who are less technically qualified may also be a source of frustration. Patience and understanding are essential for handling these problems. Computer support specialists are expected to work quickly and efficiently and be able to perform under pressure. The ability to do this requires thorough technical expertise and keen analytical ability. OUTLOOK The U.S. Department of Labor predicts that employment for computer support specialists (including those employed in the telecommunications industry) will grow about as fast as the average for all occupations through 2016. Each time a new product is released on the market or another system is installed, there will be problems, whether from user error or technical difficulty. Therefore, there will always be a heed for computer support specialists to solve the problems. Since technology changes so rapidly, it is very important for these professionals to keep up to date on advances. They should read trade magazines, surf the Internet, and talk with colleagues in order to know what is happening in the field. FOR MORE INFORMATION To learn more about membership and career training seminars, contact Association of Computer Support Specialists 333 Mamaroneck Avenue, #129 White Plains, NY 10605-1440 For salary surveys and other information, contact Association of Support Professionals 122 Barnard Avenue Watertown, MA 02472-3414 Tel: 617-924-3944 For information on certification, contact CompTIA: The Computing Technology Industry Association 1815 South Meyers Road, Suite 300 Oakbrook Terrace, IL 60181-5228 Tel: 630-678-8300 For job postings, links to wireless industry recruiters, industry news, and training information, visit the CTIA Web site: CTIA-The Wireless Association 1400 16th Street, NW, Suite 600 Washington, DC 20036-2225 Tel: 202-785-0081 For more information on this organization’s training courses and certification, contact HDI 102 South Tejon, Suite 1200 Colorado Springs, CO 80903-2231 Tel: 800-248-5667 Email: support@thinkhdi.com For information on careers and the cable industry, contact National Cable and Telecommunications Association 25 Massachusetts Avenue, NW, Suite 100 Washington, DC 20001-1434 For information on educational programs and job opportunities in wireless technology (cellular, PCS, and satellite), contact Personal Communications Industry Association 901 North Washington Street, Suite 600 Alexandria VA 22314-1535 Tel: 800-759-0300 For information about telecommunications, contact Telecommunications Industry Association 2500 Wilson Boulevard, Suite 300 Arlington, VA 22201-3834 Tel: 703-907-7700 Tel: 202-222-2300 http://www.ncta.comPREV: Computer Engineers Also see: Manufacturing Cost Estimators |