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

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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".

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.

Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.

Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.

Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.

Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

Handling and Moving Objects — Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.

Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.

Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

Inspecting Equipment, Structures, or Material — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.

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.

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.

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.

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).

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

You might use software like this on the job:

Enterprise resource planning ERP software

Microsoft Dynamics
SAP Business Objects
SAP
Oracle PeopleSoft
Oracle JD Edwards EnterpriseOne
NetSuite ERP
Oracle Fusion Applications
Oracle Hyperion
Microsoft Dynamics GP
Enterprise resource planning ERP software

Object oriented data base management software

PostgreSQL
Hibernate ORM

Object or component oriented development software

Practical extraction and reporting language Perl
jQuery
Python
Oracle Java
Objective C
C++
C#
Apache Groovy
Swift
Advanced business application programming ABAP
Microsoft ActiveX

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