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Become A Technical Solutions Representative

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Working As A Technical Solutions Representative

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $82,000

    Average Salary

What Does A Technical Solutions Representative Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Technical Solutions Representative

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Technical Solutions Representative Career Paths

Technical Solutions Representative
Technical Support Specialist Systems Administrator
Information Technology Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Technical Support Specialist Consultant Product Manager
Senior Product Manager
9 Yearsyrs
Help Desk Analyst Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Help Desk Analyst Network Administrator Project Manager
Service Delivery Manager
10 Yearsyrs
Help Desk Analyst Systems Analyst Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Information Systems Technician Network Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Information Systems Technician Consultant Lead Technician
Technical Manager
7 Yearsyrs
Information Systems Technician Network Administrator Systems Analyst
Systems Manager
6 Yearsyrs
Computer Technician Information Technology Consultant Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Computer Technician Desktop Support Technician
Senior Desktop Support Technician
6 Yearsyrs
Computer Technician Desktop Support Specialist
Level Senior Technician
6 Yearsyrs
Technical Support Technician Network Technician Field Service Technician
Technical Services Manager
7 Yearsyrs
Technical Support Technician Network Technician Systems Analyst
Information Systems Manager
6 Yearsyrs
Technical Support Technician Team Leader Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Help Desk Specialist Network Technician Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Help Desk Specialist Service Desk Analyst Service Desk Supervisor
Service Desk Manager
7 Yearsyrs
Help Desk Specialist Systems Engineer Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Technical Expert 3.1 years
Top Careers Before Technical Solutions Representative
Cashier 6.5%
Internship 5.8%
Manager 3.2%
Top Careers After Technical Solutions Representative
Supervisor 3.1%

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Top Skills for A Technical Solutions Representative

  1. Computer Hardware
  2. Technical Support
  3. Customer Service
You can check out examples of real life uses of top skills on resumes here:
  • Experience in providing on-site technical services to support end-users' computer hardware & software needs.
  • Provided telephone technical support for corporations utilizing high-end workstations as well as contract support for SupportOne customers and SBC notebook computers.
  • Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service.
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
  • Provided support for the Navy Marine Corps Intranet (NMCI) on Windows XP and 7 machines.

Technical Solutions Representative Demographics

Gender

Male

58.9%

Female

31.3%

Unknown

9.8%
Ethnicity

White

61.6%

Hispanic or Latino

14.1%

Black or African American

10.3%

Asian

9.6%

Unknown

4.3%
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Foreign Languages Spoken

French

50.0%

Portuguese

25.0%

Spanish

25.0%

Technical Solutions Representative Education

Schools

ECPI University

15.5%

University of Central Arkansas

10.6%

University of Phoenix

7.7%

Macomb Community College

7.0%

Oakland Community College

7.0%

Baker College

4.9%

Boise State University

4.2%

Troy University

4.2%

Oakland University

4.2%

ITT Technical Institute-Albuquerque

4.2%

Tulsa Community College

4.2%

ITT Technical Institute-Troy

3.5%

Arkansas Tech University

3.5%

University of Arkansas at Little Rock

3.5%

Strayer University

2.8%

Colorado Technical University

2.8%

Oklahoma State University

2.8%

University of New Mexico

2.8%

Western Governors University

2.1%

University of Arkansas Community College-Morrilton

2.1%
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Majors

Business

14.1%

Information Technology

13.8%

Computer Information Systems

11.6%

Computer Science

11.2%

Computer Networking

9.8%

Electrical Engineering

5.1%

Information Sciences

4.7%

Information Systems

4.0%

Psychology

3.3%

Human Resources Management

3.3%

Criminal Justice

3.3%

Computer Technical Support

2.9%

Health Care Administration

2.2%

Computer Systems Security

1.8%

General Studies

1.8%

Management Information Systems

1.4%

Liberal Arts

1.4%

Finance

1.4%

Automotive Technology

1.4%

Hospitality Management

1.4%
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Degrees

Bachelors

44.7%

Other

22.0%

Associate

19.3%

Masters

7.4%

Certificate

5.3%

Diploma

1.3%
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Technical Solutions Representative Videos

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