Help Desk Representative

What You Do

Similar to the customer support representative, users call you when they are having problems with their computer hardware and software. The difference between the two jobs is that as a technical support representative you have direct personal contact with the user.

As a technical support representative, you are a trouble-shooter and a jack of all trades. You are the person who makes a user’s hardware and software systems do what they are supposed to do.

At times, you will be resolving problems dealing with software and hardware operating or network difficulties. At other times, the problems could deal with a user’s setup, installation, configuration, etc. and can involve training users on the system.

Job title: User/Technical Support

The title of User/Technical Support may be referred as any one of the following positions:

• Technical Support Representative
• Help Desk
• Client Support Rep
• End User Support
• Technician
• Computer Technician

What You Do

Similar to the customer support representative, users call you when they are having problems with their computer hardware and software. The difference between the two jobs is that as a technical support representative you have direct personal contact with the user.

As a technical support representative, you are a trouble-shooter and a jack of all trades. You are the person who makes a user’s hardware and software systems do what they are supposed to do.

At times, you will be resolving problems dealing with software and hardware operating or network difficulties. At other times, the problems could deal with a user’s setup, installation, configuration, etc. and can involve training users on the system.

Who You Do It For

As a technical support, you will work either within an organization in a troubleshooting unit, or in a small to medium size business which specializes in helping people with their:

• computer systems,
• software applications, and
• services.

How You Do It

A day in the life of a technical support is never routine. It all begins with a user having technical problems with their computer software, networks or equipment. The problems can be simple or complex and can involve:

• re-configuring a hard-drive,
• planning the installation of operating or network systems,
• repairing equipment,
• training users, and
• testing equipment, software and procedures for optimum efficiency.

Although you will spend a lot of your time working on computers, conditions can be stressful. Especially when you are required to crawl under desks, work in ceilings and other tight spaces to resolve equipment and technical problems.

Challenges

Some of the greatest challenges you will have as a technical support representative will not deal with the technology, but with the users not knowing how to use information technology (IT). To assist your users effectively, you will need to have excellent communication skills and be able to explain solutions in plain English.

Although most of your encounters with users will be pleasant, there is the potential for user frustration and rage. Keep in mind that many users will only seek your assistance after having tried unsuccessfully to solve their problems themselves. So, expect to encounter some frustration on their part.

You will also be expected to keep pace with the changing technology and thoroughly understand how systems operate.

Skills

• gather and interpret relevant data and information,
• use computer technology to solve a variety of complex problems
• interview and relate to people,
• communicate clear and consistent information,
• think analytically and problem solve,
• make effective decisions under pressure,
• explain complex information simply and accurately,
• pay attention to detail and work effectively under pressure,
• maintain flexibility in your thinking,
• exhibit patience and avoid making frustration levels any worse, and
• empathy: the ability to put yourself in the position of a user having problems.

Working Conditions

Technical support representatives usually work in comfortable offices and computer rooms. However, much of their work is completed at their clients’ work places or work stations. Technical support representatives work a regular 40-hour week, and they may need to work overtime or be on-call when there are deadlines.

Like other workers who spend their time in front of a computer terminal, technical support representatives are susceptible to eyestrain, back discomfort and hand and wrist problems.

What the Future Holds

Growth in the number of technical support representatives is likely to remain unchanged in the next five years.

Skill Levels

Entry Level Technical Support

Working under supervision and providing support to more senior informatics staff, your job as junior technical support representative could require you to do any of the following:

• provide routine technical advice and support to user and customers,
• assist users experiencing difficulties in using systems, products and services,
• provide technical support including problem diagnosis, repairs, setup, etc.,
• demonstrate, install and commission the products, services and upgrades of hardware and software systems, and
• interpret technical or procedure manuals for non-technical users.

Full Working Technical Support

At this level, you will be performing the job of technical support without supervision and you may be responsible for the supervision of other staff on a project.

In addition you may be responsible for small projects or portions of medium-large projects and be required to:

• resolve technical software and hardware operating or network difficulties,
• provide technical support including diagnosis, repairs, setup, configuration, etc.,
• provide, with minimal supervision, detailed advice and guidance,
• implement non-standard solutions and work-arounds,
• demonstrate, plan requirements, install and commission operating or network systems,
• interpret technical manuals and documentation and provide training,
• assist users in defining needs and assist in selecting criteria,
• apply all relevant technical standards, procedures and tools,
• ensure all agreed upon service levels are achieved,
• provide costing estimates for input to systems requirements,
• validate receipt of systems services by outside suppliers and contractors, and
• set priorities for resolving problems, monitoring progress and applying escalation procedures.

Intermediate Technical Support

As the intermediate technical support, you will be expected to supervise staff. You may also be required to:

• provide detailed technical advice and guidance to user, clients and staff,
• demonstrate innovation in applying knowledge to nonstandard situations,
• assist users experiencing difficulties,
• propose, discuss and evaluate potential technical solutions,
• demonstrate all features and plan requirements and install systems,
• interpret technical manuals and documentation and provide manuals and training,
• assist users or systems administrators in defining their needs
• apply all relevant standards and guide less experienced staff,
• administer systems budgets and prepare annual maintenance,
• supervise, train and guide technical support staff, and
• communicate technical and non-technical problems and solutions.

Senior Technical Support

As the senior technical support you will most likely be involved in planning, conducting and supervising complex informatics assignments. You will also be involved in designing and applying new methods and procedures and supervising staff.

Your job could also require you to do some of the following:

• plan, coordinate and guide technical support services in an organization,
• solve business problems by providing detailed technical advice,
• apply knowledge to complex technical situations in innovative ways,
• assist users experiencing difficulties using software and hardware,
• coordinate, lead and monitor technical systems inquiries,
• liaise with vendors and service suppliers,
• coordinate, propose, discuss and evaluate technical services, designs, operations and upgrades,
• support and lead solutions with service providers,
• demonstrate all features and plan requirements,
• assist users in defining needs and assess those needs,
• certify satisfactory contract performance for systems development,
• administer systems related budgets,
• supervise, train and guide the work of technical support staff, and
• communicate non-technical problems, solutions and processes.

Average Salary

$31,250 - $61,750

Education and Training

Junior Technical Support

Education requirements vary depending on an employer’s needs. In general, a university degree or college diploma with 0-2 years experience in the IT industry and specific job experience in this stream.

Full Working Technical Support

This level requires 3-5 years experience in the IT industry and specific job experience in addition to a university degree or college diploma.

Intermediate Technical Support

This level requires 6-8 years experience in the IT industry and specific job experience in addition to a university degree or college diploma.

Senior Technical Support

This level requires 9 years or more experience in the IT industry and specific job experience as well as a university degree or college diploma.