COMPUTER SUPPORT TECHNICIAN

A large number of computer support technicians deal with the public. Customer service/tech support specialists usually work for computer hardware and/or software manufacturers. They provide first-line technical support to end-users, providing operating instructions and troubleshooting advice, usually through a manufacturer's retail outlet, or 800#, faxback and e-mail support channels.

More experienced computer repair technicians install, upgrade and repair equipment, do preventive maintenance, and correct problems. They may work on computers (mainframes, minis, and micros), peripheral equipment, and word processing systems, and run diagnostic programs to locate malfunctions. Although some of the most modern and sophisticated computers have a self-diagnosing capacity that identifies problems, computer support technicians must know enough about systems software to determine if the malfunction is in the hardware or in the software (see also Electronics/Microcomputer Technology).

Some computer support technicians work shifts, including weekends and holidays, to service equipment or assist customers at companies operating around the clock. Shifts are generally assigned on the basis of seniority. Repair technicians may also be on call at any time to handle equipment failure. Many support technicians also work in the field, visiting clients' facilities to perform repairs, upgrades, maintenance and/or instruction.

Computer support technicians generally work in clean, well-lighted, air-conditioned surroundings—an electronic repair shop or service center, hospital, military installation, or a telephone company's central office. The work of most repairers involves lifting, reaching, stooping, crouching, and crawling. Adherence to safety precautions is essential to guard against work hazards such as minor burns and electrical shock.

Technicians who deal with customers should have a pleasant personality, neat appearance, and excellent interpersonal skills, including active listening, patience, the ability to speak clearly and instruct effectively, and a genuine desire to help. In addition, some technicians may need to develop sales and marketing skills.

Computer technicians should possess mechanical ability and manual dexterity. Good eyesight and color vision are necessary to inspect and work on small, delicate parts as well as good hearing to detect malfunctions revealed by sound. Because field repairers usually handle jobs alone, they must be able to work without close supervision. Repairers must also be trustworthy, because they may be exposed to money and other valuables in places such as banks and securities offices, and some employers require that they be bonded. A security clearance may be required for technicians who repair equipment or service machines in areas in which people are engaged in activities related to national security.

Most employers look for support technicians with a high school diploma and experience with computers and electronics. Although many entry-level computer technicians are self-taught, high school Career and Technology Education programs in electronics and computer applications can also help prepare students for these technician jobs.

Applicants for entry-level jobs may have to pass tests measuring mechanical aptitude, knowledge of electricity or electronics, manual dexterity, and general intelligence. Newly hired repairers, even those with formal training, usually receive some training from their employer. They may study electronics and circuit theory and math. They also get hands-on experience with equipment, doing basic maintenance and using diagnostic programs to locate malfunctions. Training may be in a classroom or it may be self-instruction, consisting of videotapes, programmed computer software, or workbooks that allow trainees to learn at their own pace.

When hiring support or repair technicians. most employers prefer to hire persons who have completed 1- or 2-year formal training programs in electronics. Electronic training is offered by high school Career and Technology Education programs and post-secondary schools, including public or private technical schools and community colleges. Programs usually last 1 to 2 years. The military services also offer formal training and work experience. Training includes general courses in mathematics, physics, electricity, electronics, schematic reading, and troubleshooting.

Experienced technicians attend training sessions and read manuals to keep up with design changes and revised service procedures. Many technicians also take advanced training in a particular system or type of repair. Experienced repairers with advanced training may become specialists or troubleshooters who help other repairers diagnose difficult problems, or work with engineers in designing equipment and developing maintenance procedures.

Because of their familiarity with equipment, repairers are particularly well qualified to become manufacturers' sales workers. Workers with leadership ability also may become maintenance supervisors or service managers. Some experienced workers open their own repair services or shops, or become wholesalers or retailers of computer equipment.

In 1996, median weekly earnings of full-time computer repairers were $573. Median weekly earnings varied widely by occupation and the type of equipment repaired.

According to a 1995 ASP/Softletter Tech Support Survey, the national median weekly wage for customer service specialists was $519.

Computer support technicians held about 80,000 jobs in 1996. About 3 of every 5 were employed by wholesalers of computers, including the wholesaling divisions of equipment manufacturers, and by firms that provide maintenance services for a fee. Others worked for retail establishments and some with organizations that serviced their own equipment.

Computer support technicians work throughout the country, even in relatively small communities. Most repairers, however, work in large cities, where computer equipment is concentrated.

Employment of those who repair computers is expected to grow 37%, much faster than the national average for all occupations. Demand for computer support technicians will increase as the amount of computer equipment increases—organizations throughout the economy should continue to automate in search of greater productivity and improved service. The development of new computer applications and lower computer prices will also spur demand. More technicians will be needed to install new equipment coming on the market and upgrade existing systems.