All companies, agencies, and even home users that use computers will at some point need to crack open the case on a PC, whether to install a new component, replace an old one, or to troubleshoot a hardware error. Nowadays, a growing number of people are taking matters into their own hands and attempting their own upgrades and fixes. Upgrading your own PC is comparable to changing the oil in your car instead of taking it to a garage. Changing the oil is easy, and many people choose to do it themselves. If the transmission goes, however, you probably take it to a mechanic. Many people are highly successful at doing their own PC upgrades and minor repairs, but the major work and troubleshooting is always left to those who have the training.
It is not just individuals. Companies of all sizes need PC support in one form or another, and as the number of PCs keeps growing, the demand for people who are suitably qualified to work on them is likely to follow suit.
Personality Checkpoint: Those doing PC support need to keep apprised of current hardware, as they will most certainly be working and configuring it. They need to have a wide range of knowledge that includes not only extensive hardware knowledge but software knowledge as well. The rate of change within the PC environment does not make this an easy task. Keeping up with an ever increasing pace is something that you should be able to do well.
If there were ever an easy way to get into IT, then PC support would be it. Fundamentally a PC support role combines technical skills such as knowledge of PCs and common application programs with a high degree of communication skills and a passion for hard work. Easy to get into it may be, limited in potential it is not. PC support starts from the ground up and just keeps on going. Many highly capable technical individuals work and prefer to remain in a PC support role for the reason that it lends a degree of human interaction and an amazing range of variety to the work.
Unless a company is of a reasonable size, most do not retain PC technicians on staff solely for PC repair and maintenance. Many companies, when faced with a computer hardware problem, will call an outside PC support technician. A quick trip through the Yellow Pages reveals numerous computer sales and service companies that offer these facilities.
It is within these companies that many PC technicians can be found. These computer outlets typically require a certified PC support person to deal with customers' questions and problems with their systems. Many of these technicians are also required to go into the field to work as needed. They may be required to go to a customer's home or business for after sales service, or they may be contracted out to companies for onsite repair and maintenance.
In PC support, personality is everything. Whether you are talking to users, to company clients, customers, or doing telephone support, PC technicians spend a lot of time discussing computer problems with users. The proliferation of computer service organizations means that customers and clients have a degree of choice when selecting who maintains and upgrades their systems. They will choose to get their PC support from the company with technicians that are competent as well as personable.
Personality Checkpoint: PC repair, maintenance, and upgrading require a large amount of interaction with computer users. Support personnel must be able to relay technical information in an understandable, and often diplomatic, way. Keep in mind, people generally only call PC support when something is wrong. Typically, the callers may not be at their best, but the PC support person will need to be.
Stress Factors
PC support is not without its stresses, but by comparison to other areas of IT such as programming, is not too bad. The main source of stress from the job of PC support comes directly from the customers or clients. When a computer is purchased, it is assumed that it will work seamlessly, and this does not always happen. When hardware doesn't work as it should, frustrations can be high, and the PC technician often bears the brunt of the frustration. Further stress can be added as the repairs are often done onsite, under the watchful eyes of clients and customers.
Personality Checkpoint: PC repair is often done in front of the user. Hardware problems can be difficult to trouble-shoot at the best of times, and the pressure of having clients on hand when repairs are done can make the situation even more tense.
Character Sketch
PC support technicians need to have access to, and extensive knowledge of, current hardware. New hardware designs including everything from graphic cards to motherboards are introduced almost daily. It is essential that support technicians keep up-to-date with the new technology.
In addition to their hardware knowledge, PC support technicians must have a general knowledge of the common software used. They will need to be able to set up, configure, and in some cases, train clients in its use. Some software packages, whether games or applications, may have difficulties running with particular hardware configurations, and the PC support person's understanding of the relationship between the two entities will be a key factor in the resolution of the problem.
The cause of many PC problems is not always obvious, and the support technician needs to be an expert troubleshooter.The Internet and other PC professionals remain a valuable resource for technicians, and a thorough knowledge of where key information can be found is essential.
Personality Checkpoint: When presented with a particularly difficult hardware or software problem, PC support technicians may have to swallow some pride and ask a fellow technician for some pointers. Furthermore, there will be times when you may have to tell the customer or client that you are unable to locate a problem. Even PC support technicians are not invincible.
