An end user support professional, also called a computer support specialist, supports customers and computer users to ensure that all computers, software and peripherals are functioning properly. An end user support person could work inside an organization or support customers who have purchased a particular software or hardware product.
Training, Get Your Training
Most end user support professionals are required to have some training in computer hardware and software repair and installation. Depending on the scope of responsibilities of the end user support professional, he may be required to have certifications in specific computer networks, software or applications. Because this position can include a very broad range of responsibilities, many organizations may hire a new college or technical school graduate and allow her to learn on the job.
Other Important Skills
Because end user support professionals work directly with technology users, they must have good customer service skills, the ability to prioritize and handle multiple priorities simultaneously. As technology plays a key role in the overall operation of any organization, end user support professionals may be required to work beyond normal business hours, or be on call on a rotating basis.
Support, Support, Support
Responsibilities include providing end users assistance with technical issues over the phone and in person. This includes maintenance, administration, and resolving issues related to the technology their customers use. End user support professionals may be required to purchase computers and related technologies within budget guidelines if technical issues can't be resolved otherwise. End user support may also include tasks such as required maintenance, backing up files and performing installations on a routine basis.
End user support responsibilities can include training users,and administration of best practices for the technology they support. They might also be responsible for maintaining hardware and software within an organization or for instructing users in the installation of new software on their computers. Most organizations have policies and procedures for their technology that end user support professionals enforce.
The average annual salary for end user support professionals was $50,450 in 2013, according to the U.S. Bureau of Labor Statistics. Employment is projected to increase 17 percent from 2012 to 2022, according to the BLS. As technology continues to develop and become more sophisticated, the need for end user support professionals will continue to grow.
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