WEBVTT

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A combination of technical know-how,

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persistence, and customer service skills

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are needed to be

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a computer support specialist.

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They provide essential help and advice

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to users of computer software

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and related equipment…

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in virtually every type of organization

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in the country.

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There are two types of specialists.

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Network Support Specialists

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keep computer networks running efficiently

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for their organization.

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They work within the IT department

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to test systems, perform maintenance,

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and troubleshoot local and wide area networks

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and Internet systems.

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Typically,

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their customers are other IT professionals.

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Computer User Support Specialists

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—or Help Desk Technicians—

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help individual employees

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work through computer problems.

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Talking with workers who

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do not have an IT background,

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specialists avoid jargon as they

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ask questions to diagnose

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a computer problem,

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and then walk users through steps

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to resolve the issue.

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They also set up and repair

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computer equipment and train users

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on new hardware and software.

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Computer support specialists

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are employed in a variety of industries,

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including IT, education, finance,

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healthcare, and telecommunication.

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Many help desk technicians

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work for call centers and firms

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that contract with businesses,

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some work from home-based offices.

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Most computer support specialists

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work full time,

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and many work nights and weekends.

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There are many paths into this field;

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a bachelor’s degree is required

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for some positions,

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but an associate’s degree

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or related computer classes

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may be enough for other jobs.