System Support Specialist
System support specialists provide help desk assistance and technical support for all types of issues affecting end users, such as software problems, network breakdowns, and hardware failures. They create and maintain user accounts.
After users report issues to the help desk through phone or email or a ticketing system, technicians track issues and begin to identify the glitches using conventional procedures and their insights. After isolating the problem, they find ways of fixing it. They need to replace the faulty hardware or resolve the software problem, depending on whether it is a software or a hardware issue.
If specialists cannot fix the problem, they escalate it to the relevant department. They also fix other devices, such as printers, scanners, copiers, and fax machines, among others. They should have excellent customer service skills.
Specialists should have solid analytical and problem-solving skills. They should be able to work calmly under pressure and be able to handle multiple tasks.
It is imperative for specialists to keep themselves up-to-date on current development in information technology. They need to be prepared to do manual work, such as the lifting of up to 50 pounds of equipment, bending, stooping, crawling, standing, pulling, and reaching.
Job Description
Specialists monitor systems and install automated alerts. They design, develop, and upgrade existing systems.
Technicians guide end users on usage, security, access, and tweaking of applications and software. They monitor, assess, fix and upgrade system and application issues so that systems function uninterruptedly.
Specialists support operating systems, email clients, software as a service (SaaS) applications, and other crucial software of the organization/clients. They aid in software and hardware implementation, inventory, documentation, etc.
Technicians provide hardware and software upgrades that are considered to be essential as per strategic initiatives of their organization’s IT department. They regularly interact with vendors to order and maintain crucial equipment.
Technicians move, add, change user equipment, such as cabling, as required. They plan, document, deploy and take part in other support activities. Specialists comply with information security measures as dictated by management and policy. They secure systems using backups and access controls.
Technicians upgrade computer systems with new releases and drivers and firmware. They monitor and assess network traffic. Freelance System Support Specialists acquire expertise for training users in the best practices. They provide support and patches for software of all operating systems.
Specialists provide support for servers and the requirements of the infrastructure. They should be capable of resolving and enhancing hardware and software of PCs/laptops/mobile devices. Specialists must be able to double up as system administrators.
Specialists create and maintain computer systems’ images. Besides hardware, they install peripherals, including hard drives, monitors, keyboards, printers, scanners, copiers, etc. Technicians provide administration and support for video conferencing. They follow cyber security guidelines to ensure the security of the systems.
Prospects
Job opportunities for computer Support Specialists are predicted to increase 11 percent during the period 2016-2026, according to the US Bureau of Labor Statistics (BLS). The requirement for them will continue to be high, as enterprises upgrade their hardware and software, it is averred.
Educational Qualifications and Other Requirements
System Support Specialists require an associate or bachelor’s degree in computer science, engineering or related discipline. They also need to possess A+ certification from CompTIA. It would be beneficial if they have experience with PowerShell and Active Directory. They should be conversant with ITIL principles and be able to work with different operating systems, such as Windows, Unix, Linux or macOS.
Salary
The average wage of an IT Systems Support Specialist is $57,500 per year in the United States, according to Payscale.
How Field Engineer Can Help
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