IT support refers to specialized services that entities offer to end-users of computers or technology products. In a broader sense, IT support also offers help regarding particular issues with a particular product or service, and not offering training, provision, or customization of the product itself. The support offered is aimed at improving the functionality of an IT product or support solution, and not with its physical design. Support services are provided by companies or individual consultants who are hired by a company or an organization on behalf of that firm or organization to provide IT support to customers or clients.
Many computer systems and components undergo revision from time to time.
As a result, the IT support specialist must be updated on these revisions. Therefore, specialists need to be proficient in the latest trends in information technology, or knowledge of the most recent innovations in hardware and software used in computer systems. Specialists in the field should also possess good communication skills.
It is not enough to know the basics of IT. The knowledge and ability to carry out specified tasks also play a crucial role. IT tech support specialists are required to be very versatile in performing their tasks. For instance, some of the tasks that an IT specialist may have to do include repairing of hardware, software errors, installation and removal of new softwares, installation and removal of drivers, configuring devices to work according to IT standards, troubleshooting, upgrades of systems and utilities, training users in using new software and hardware, and more. In some cases, a technician may also have to undertake operations such as training IT staff, updating systems, and conducting training programs for specific computer systems.
A tech support specialist has to have the capability of handling different hardware situations. For instance, in case one particular hardware component fails, it is not advisable to opt for another similar component. Instead, the person should consider troubleshooting which may require a deeper knowledge of that particular component.
For information technology, IT professionals need to be well versed with the Microsoft Windows operating systems. This is because Windows operating systems are designed to run on a number of hardware components, including computers, printers, scanners, modems, USB drives, and other devices. As such, when operating systems fail, it is important to first determine the exact reason for the malfunction. As soon as this is determined, a technician can easily pinpoint the cause of the malfunction and carry out maintenance procedures to fix it.
On the other hand, IT support staff must also be skilled with computer software.
It is not sufficient to understand how a program works. You also need to know how to use it properly in order to fix its glitches. Since many technical problems arise due to hardware issues, specialists also have to be knowledgeable with the computer software, such as Word, Excel, PowerPoint, and other office applications. To ensure that no hardware or software issues interfere with the IT support process, the technician must carry out upgrades whenever necessary.
- In addition to computer software applications, IT support specialists must also be familiar with Windows desktop products.
- For example, when using Windows operating systems, the customer has the option to customize the desktop, including the desktop wallpaper, icons, and even the color scheme.
- A technician also needs to be able to help the customer setup the desktop as well as remove any unwanted icons.
Finally, IT support specialist must be able to troubleshoot hardware issues. Sometimes, this task requires the assistance of third-party vendors. The support specialist interacts with the company’s hardware suppliers in order to obtain specific authorization or guidelines for computer system setup. The support specialist then communicates directly with the company’s customers in order to resolve hardware issues that require advanced knowledge. In some instances, the IT support specialist will provide support for both hardware and software applications. In either case, IT support specialists work with an extensive network of professionals and consultants in order to efficiently resolve complicated IT issues.