The Computer Support Specialist is responsible for providing much needed technical assistance, support and advice to people and organizations using computer software or equipment. This position may sometimes be referred to as a technical support specialist or even help desk technician. They will help to answer questions or resolve computer problem for clients either in person, via telephone or from a remote location online. These issues can involve computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Computer Support Specialists are very detail oriented to ensure accuracy on all trouble fixes, which means they pay very close attention to a customer when they describe their computer problems. They will also ask as many questions as needed to ensure a timely issue fix and to properly diagnose the problem. The better at communicating with the customer, the quickly the problem is resolved and it avoids wrong diagnoses that require more time to fix. Since many issues can be fixed by the user themselves, the support specialist must be able to easily describe the steps necessary to walkthrough the customer to problem-solve the issue. They will also assist users with installing software properly on their computer. Once they help with installation, many support specialist will then help train the users to work with the new software or hardware.
Another important responsibility is documenting every issue and highlighting the ones that give customers the most trouble. They then take this information and report it to their managers who can then work together to suggest a new upgrade or new software install that may help with recurring issues. Maintaining a daily record of all data communication transactions, problems and remedial actions, and installation activates is necessary to ensure that correct actions are always being taken and that management knows everything happening on the users end. Computer Support Specialists also help with internal employees for installs, set up, problem-solving, monitoring, and troubleshooting.
If applying to a Computer Support Specialist position, your resume should include the amount of daily inquires on average you assist with. This can be from external users to internal users. You should describe the requests you receive such as, over the phone support, installation and set-up, problem-solving, as well as did you resolve the issue, did it need more time than expected etc. If you have a record of excellent support completion and resolve, be sure to include your successes. Installation can range in hardware and software, so add what you were responsible for setting up and installing whether it be a printer, email, or operating system. Lastly, if you helped by gathering important information to provide a new upgrade to the computer software or hardware, add your ability to work with upper manager to find a better solution to a persistent user problem.
Computer Support Specialist Resume Builder Power Words: support, help desk, installation, set-up, software, hardware, network, troubleshoot, and desktop.