Computer User Support Specialists
15-1232.00
Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, via telephone, or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Sample of reported job titles: Applications Analyst, Computer Specialist, Computer Support Specialist, Computer Tech (Computer Technician), Desktop Support Analyst, Desktop Support Engineer, Desktop Support Specialist, Desktop Support Technician (Desktop Support Tech), Help Desk Analyst, Help Desk Coordinator, Help Desk Tech (Help Desk Technician), IS Tech (Information Systems Technician), IT Analyst (Information Technology Analyst), IT Generalist (Information Technology Generalist), IT Specialist (Information Technology Specialist), IT Support Analyst (Information Technology Support Analyst), IT Support Specialist (Information Technology Support Specialist), IT Tech (Information Technology Technician), PC Consultant (Personal Computer Consultant), PC Specialist (Personal Computer Specialist), PC Support Tech (Personal Computer Support Technician), PC Tech (Personal Computer Technician), Support Specialist, Technical Support Representative (Technical Support Rep), Technical Support Specialist, User Support Specialist
Occupation-Specific Information
Tasks
- Oversee the daily performance of computer systems.
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
- Refer major hardware or software problems or defective products to vendors or technicians for service.
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
- Develop training materials and procedures, or train users in the proper use of hardware or software.
- Inspect equipment and read order sheets to prepare for delivery to users.
- Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
- Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
- Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software.
- Modify and customize commercial programs for internal needs.
Technology Skills
- Access software - Citrix cloud computing software; Mac HelpMate
- Accounting software - Fund accounting software; Sage 50 Accounting; Tax software
- Administration software - Element management software
- Analytical or scientific software - SAS π₯; StataCorp Stata; The MathWorks MATLAB π₯
- Application server software - Docker π₯; GitHub π₯; Oracle WebLogic Server; Red Hat WildFly; Spring Boot π₯
- Authentication server software - Password management software
- Backup or archival software - Disaster recovery software; Microsoft Volume Shadow Copy Service; Symantec LiveState; Veritas NetBackup
- Business intelligence and data analysis software - IBM Cognos Impromptu; MicroStrategy; Oracle Business Intelligence Enterprise Edition; Qlik Tech QlikView; Tableau π₯
- Calendar and scheduling software - Calendar and scheduling software
- Cloud-based data access and sharing software - Dropbox; Google Drive; Microsoft SharePoint π₯; Slack π₯
- Cloud-based management software - IBM WebSphere; Splunk Enterprise π₯
- Cloud-based protection or security software - SolarWinds
- Clustering software - VMware
- Communications server software - IBM Domino
- Computer aided design CAD software - Autodesk AutoCAD π₯; Autodesk Revit π₯; Bentley MicroStation π₯; Dassault Systemes CATIA; Dassault Systemes SolidWorks π₯
- Computer based training software - Moodle; Schoology
- Configuration management software - Automated installation software; Chef π₯; Configuration management software; Deployment software; Patch management software; Perforce Helix software; Puppet π₯
- Content workflow software - Atlassian JIRA π₯
- Customer relationship management CRM software - Salesforce software π₯
- Data base management system software - Apache Cassandra π₯; Apache Hadoop π₯; Apache Hive π₯; Apache Pig; Apache Solr; Elasticsearch π₯; MongoDB π₯; NoSQL π₯; Oracle PL/SQL π₯; Relational database management software; Teradata Database π₯
- Data base reporting software - Microsoft SQL Server Reporting Services SSRS π₯; SAP Crystal Reports
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Data base user interface and query software -
Amazon Redshift π₯; Amazon Web Services AWS software π₯; Blackboard software; Data entry software; Database software; FileMaker Pro; iPro; Lucid IQ CMP; Microsoft Access π₯; Microsoft SQL Server π₯; MySQL π₯; Oracle Database π₯; Oracle JDBC; ServiceNow
; Software asset management SAM software; Structured query language SQL π₯; Transact-SQL π₯; Yardi software π₯
- Desktop communications software - CrossTec NetOp Remote Control; ParentSquare; Remote control software; Skype; Stac Software ReachOut; Symantec pcAnywhere
- Desktop publishing software - Adobe Distiller; Adobe InDesign π₯; Microsoft Publisher
- Development environment software - Adobe ActionScript; Apache Ant; Apache Kafka π₯; Apache Maven π₯; C π₯; Common business oriented language COBOL; Eclipse IDE π₯; Integrated development environment IDE software; Microsoft .NET Framework π₯; Microsoft Azure software π₯; Microsoft PowerShell π₯; Microsoft Visual Basic π₯; Microsoft Visual Basic for Applications VBA π₯; Microsoft Visual Basic Scripting Edition VBScript; Microsoft Visual Studio π₯; National Instruments LabVIEW; Ruby π₯
- Document management software - Adobe Acrobat π₯
-
Electronic mail software -
IBM Notes; Microsoft Exchange; Microsoft Outlook
- Enterprise application integration software - Atlassian Bamboo π₯; Extensible markup language XML π₯; IBM InfoSphere DataStage; Microsoft SQL Server Integration Services SSIS π₯; Oracle Fusion Middleware
- Enterprise resource planning ERP software - Enterprise resource planning ERP software; Microsoft Dynamics π₯; Microsoft Dynamics GP; NetSuite ERP; Oracle Fusion Applications; Oracle Hyperion; Oracle JD Edwards EnterpriseOne; Oracle PeopleSoft π₯; SAP Business Objects; SAP software π₯
- Enterprise system management software - IBM Power Systems software
- Expert system software - Ansible software π₯
- Filesystem software - Desktop partitioning software; Symantec Norton Utilities
- File versioning software - Apache Subversion SVN π₯; Git π₯
- Financial analysis software - Delphi Technology; Oracle E-Business Suite Financials
- Geographic information system - ESRI ArcGIS software π₯; Geographic information system GIS software
- Graphical user interface development software - Salesforce Visualforce
- Graphics or photo imaging software - Adobe Creative Cloud software π₯; Adobe Illustrator π₯; Adobe Photoshop π₯; SmugMug Flickr; Trimble SketchUp Pro π₯
- Helpdesk or call center software - Call center software; Help desk software
- Human resources software - Human resource management software HRMS; Oracle Taleo
- Industrial control software - Supervisory control and data acquisition SCADA software
- Information retrieval or search software - Information systems integration software; LexisNexis
- Instant messaging software - Blink
- Internet browser software - Internet browser software
-
Internet directory services software -
Active directory software; Domain name system DNS; Microsoft Active Directory ; Network directory services software
- Internet protocol IP multimedia subsystem software - Voice over internet protocol VoIP system software
- License management software - License management software
- Medical software - Epic Systems π₯; MEDITECH software π₯
- Metadata management software - Quest Erwin Data Modeler
- Multi-media educational software - Nearpod; Seesaw
- Network conferencing software - LogMeIn GoToWebinar
- Network monitoring software - Dartware InterMapper; Nagios; Wireshark
- Network operation system software - Remote install server software
- Network security or virtual private network VPN management software - Virtual private networking VPN software
- Object or component oriented development software - Advanced business application programming ABAP; Apache Groovy; C# π₯; C++ π₯; jQuery π₯; Microsoft ActiveX; Objective C π₯; Oracle Java π₯; Perl π₯; Python π₯; Swift π₯
- Object oriented data base management software - Hibernate ORM π₯; PostgreSQL π₯
-
Office suite software -
Microsoft Office software
-
Operating system software -
Apple iOS π₯; Apple macOS π₯; Bash π₯; Cisco IOS; Event log monitor software; Google Android π₯; Hewlett Packard HP-UX; Job control language JCL; KornShell; Linux π₯; Microsoft Windows ; Microsoft Windows Pre-installation Environment; Microsoft Windows Server π₯; Operating system monitoring software; Operating system software; Oracle Solaris; Red Hat Enterprise Linux; Shell script π₯; Ubuntu; UNIX π₯; UNIX Shell π₯
- Platform interconnectivity software - Migration software
- Portal server software - Apache HTTP Server
- Presentation software - Microsoft PowerPoint π₯; Poll Everywhere
- Process mapping and design software - Microsoft Visio π₯
- Program testing software - Defect tracking software; Hewlett Packard LoadRunner; JUnit π₯; Personal computer diagnostic software
- Project management software - Atlassian Confluence π₯; Google Classroom; Microsoft Project π₯; Microsoft Teams π₯; Oracle Primavera Enterprise Project Portfolio Management π₯
- Requirements analysis and system architecture software - Unified modeling language UML
- Sales and marketing software - Marketo Marketing Automation π₯
-
Spreadsheet software -
Microsoft Excel
- Storage networking software - Media storage management software
- Transaction security and virus protection software - Encryption software; McAfee; NortonLifeLock cybersecurity software; Virus scanning software
- Transaction server software - Customer information control system CICS
- Video conferencing software - Cisco Webex π₯; Google Meet; LogMeIn GoToMeeting; Zoom π₯
- Video creation and editing software - Apple Final Cut Pro; Flipgrid; YouTube
- Web page creation and editing software - Adobe Dreamweaver; Facebook π₯; Google Sites
- Web platform development software - AJAX π₯; Apache Struts; Apache Tomcat π₯; Cascading style sheets CSS π₯; Django π₯; Drupal π₯; Dynamic hypertext markup language DHTML; Enterprise JavaBeans; Ext JS; Extensible hypertext markup language XHTML; Google Angular π₯; Hypertext markup language HTML π₯; JavaScript π₯; JavaScript Object Notation JSON π₯; LAMP Stack; Microsoft Active Server Pages ASP π₯; Microsoft ASP.NET π₯; Microsoft ASP.NET Core MVC; Node.js π₯; Oracle JavaServer Pages JSP π₯; PHP π₯; Ruby on Rails π₯; Spring Framework π₯
- Word processing software - 3M Post-it App; Google Docs π₯; Microsoft OneNote; Microsoft Word π₯
Occupational Requirements
Work Activities
- Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
- Monitoring Processes, Materials, or Surroundings - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
- Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
- Inspecting Equipment, Structures, or Materials - Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
- Estimating the Quantifiable Characteristics of Products, Events, or Information - Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.
- Judging the Qualities of Objects, Services, or People - Assessing the value, importance, or quality of things or people.
- Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Evaluating Information to Determine Compliance with Standards - Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
- Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
- Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
- Thinking Creatively - Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
- Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
- Developing Objectives and Strategies - Establishing long-range objectives and specifying the strategies and actions to achieve them.
- Scheduling Work and Activities - Scheduling events, programs, and activities, as well as the work of others.
- Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Performing General Physical Activities - Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling materials.
- Handling and Moving Objects - Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.
- Controlling Machines and Processes - Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles).
- Operating Vehicles, Mechanized Devices, or Equipment - Running, maneuvering, navigating, or driving vehicles or mechanized equipment, such as forklifts, passenger vehicles, aircraft, or watercraft.
- Working with Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Drafting, Laying Out, and Specifying Technical Devices, Parts, and Equipment - Providing documentation, detailed instructions, drawings, or specifications to tell others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.
- Repairing and Maintaining Mechanical Equipment - Servicing, repairing, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical (not electronic) principles.
- Repairing and Maintaining Electronic Equipment - Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.
- Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Interpreting the Meaning of Information for Others - Translating or explaining what information means and how it can be used.
- Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Communicating with People Outside the Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Assisting and Caring for Others - Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
- Selling or Influencing Others - Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
- Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Performing for or Working Directly with the Public - Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
- Coordinating the Work and Activities of Others - Getting members of a group to work together to accomplish tasks.
- Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.
- Training and Teaching Others - Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
- Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Providing Consultation and Advice to Others - Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.
- Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
- Staffing Organizational Units - Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
- Monitoring and Controlling Resources - Monitoring and controlling resources and overseeing the spending of money.
Detailed Work Activities
- Monitor computer system performance to ensure proper operation.
- Install computer hardware.
- Read documents to gather technical information.
- Resolve computer software problems.
- Collaborate with others to resolve information technology issues.
- Provide technical support for software maintenance or use.
- Install computer software.
- Maintain computer hardware.
- Collaborate with others to determine design specifications or details.
- Test software performance.
- Document operational activities.
- Evaluate utility of software or hardware technologies.
- Provide recommendations to others about computer hardware.
- Recommend changes to improve computer or information systems.
- Teach others to use computer equipment or hardware.
- Train others in computer interface or software use.
- Test computer hardware performance.
- Update knowledge about emerging industry or technology trends.
- Conduct research to gain information about products or processes.
- Supervise information technology personnel.
- Participate in staffing decisions.
- Modify software programs to improve performance.