Responsible for the upkeep of desktop operating systems, laptops, tablets such as ipads and smart phones such as iphone and blackberry in an organization. This includes operating system patches, settings and common applications.
- Troubleshoot and support Desktops and Laptops
- Provide operational support for all desktop and desktop application related issues.
- Maintain desktop and application security including virus definitions and operating system patches
- Call logging and tracking to resolution
- Assist clients to customize desktops to suit requirements
- Imaging, configuring and shipping new devices
- Remote install support
- Provide end user training on common applications and SOE updates
- Liaise with vendors to resolve issues and bugs
- Troubleshoot and support printer problems
- Situational Analysis
- Customer Consideration
- Problem Solving
- Managing Tasks
- Specific Technical Knowledge
- Service Level Agreements
|80%||Excellent computer hardware and software troubleshooting skills|
|62%||Installation, configuration and troubleshooting of personal computer hardware, software and peripherals in a networked environment|
|25%||Wireless networking knowledge, skills and experience|
|25%||TCP/IP Networking Skills|
|20%||Remote access VPN knowledge|
|20%||Experience supporting Blackberry and similar mobile devices|
|17%||Experience supporting tablets|
The following salary indicators were found for this role;
Server Admin and Engineer Roles
|Salary||Insufficient Data||Insufficient Data|
|Contract Rates||Insufficient Data||N/A|
Many clients are flustered by the time that they call PC support. An excellent PC support officer has the ability to instill confidence without over committing the resolution time. He or she also has the knowledge and experience to understand when it is appropriate to escalate problems.
Many required skills can be developed on home computer systems therefore facilitating entry to the position.
Staff are exposed to many IT disciplines so there are many career pathways stemming from this role. Although this is a career in itself, many highly specialized professionals start in this type of role.
There is generally a steady demand in the job market for this type of position. (note: this is subject to economic factors)
There is a good balance of interpersonal communication and technical tasks.
Employers may increase retention rates in this role by addressing two factors:
1. Many end users are frustrated or annoyed by the time PC support officers attend. PC support officers may lose enthusiasm for the role if they are constantly treated disrespectully. End user education and strong management direction may help to reduce these instances.
2. Problems can tend to repeat themselves consistently making the job boring. Ensure that there is variation in the role and allow officers to take ownership of processes that they are passionate about in order to increase job satisfaction.
There a few certification or qualification demands placed by employers meaning that this role may suit newcomers who may not have training budgets but are willing to spend time reading and doing work experience.