PC support technicians are the "fix-it" people of the IT world. Just as TV repairmen, auto mechanics, plumbers and electricians are needed to maintain the health of your home, PC support technicians are needed to maintain your PC in good working order.

Obviously, a good PC technician needs to be mechanically inclined. Nevertheless, more than that, they need to be proficient communicators. Diagnosing and repairing PC problems requires a thorough understanding of the situation, which often needs to be ascertained through conversations with end-users. Therefore, being able to converse effectively with end-users is a primary function of the job.

Think about what it is like when a PC support technician responds to a user's complaint about their PC. End-users have varying levels of experience. Some are self-styled computer experts while others are intimidated by technology and barely know how to switch the PC. Depending on the users level of knowledge, the response to the support technician's question of "What is wrong with your PC?" can vary widely. Experienced users may say, "the network card is intermittently disconnecting from the network". Less experienced users in the same situation may respond, "I can't get to Yahoo to check my stock portfolio". Novices may say, "my computer doesn't work." In the last case, the technician must use his interpersonal skills to elicit enough information from the user to give him a basis for formulating an opinion about what is wrong with the PC. The more information the technician can gather from the end user, the less time he will spend diagnosing the problem.

PC support technicians are often compared to auto mechanics. Both work on complex machines that are generally not well understood by their users.^viii Unfortunately, the big difference is that auto mechanics generally get to work on cars without the customers looking over their shoulders. PC technicians often have users standing by waiting to get back to work as soon as their PC is fixed. This can cause the technician a great deal of tension.

PC support personnel are like foot soldiers in the army. They are on the front lines every day fighting the battles that will ultimately win the war (keep the business functioning). Because of the importance of computer systems to most modern businesses, there is a lot of pressure to keep the systems operational. Therefore, PC technicians can be under a great deal of stress a majority of the time. Therefore, this profession is not for everyone. However, let us take a closer look and see if it is right for you.

Entry Level Job Profile - PC Support Technician

Equivalent Job Titles - PC Maintenance Technician, PC Network Technician, Desktop Technician^ix

Average Salary - $41,285^x

As more and more PCs penetrate the workplace, jobs for PC technicians should remain in high demand. PC technicians may be part of help desk personnel in some organizations. In others, they are part of the networking or infrastructure group. Regardless of whom they report to, the responsibilities and skill sets are the same.

Responsibilities - Although tasks can vary widely from day to day depending upon special projects in progress, the following provides a thumbnail sketch of typical daily activities for technicians:

• Diagnose and Repair PC's
  
  
• Correct Software Faults
  
  
• Deal with Peripheral Issues - Technicians do not just work on PCs. Peripherals, such as printers, scanners, routers and switches, break down also.
  
  
• Reviewing and Updating Problem Logs - Most organizations have databases for logging support problems. The technicians must constantly review these databases to determine new problems that must be addressed and to record the resolution of old problems.
  
  
• Set-up and install new equipment
  
  
• Perform preventative maintenance
  
  
• Provide informal or "ad hoc" training - Oft times technicians will educate users on the spot to increase user knowledge and help avoid additional service calls in the future. Showing perceptive users how to solve common problems saves the user and the technician time by avoiding down time while waiting for a technician to respond. In addition, sometimes problems are really faults in the hardware or software. They are just reflections of a lack of end user knowledge. Teaching the use how to use software or hardware properly will pay off in avoiding future service calls.
  
  
• Evaluate new products - The technicians are often the lucky ones who get to try out the latest and greatest products to determine if they should be used in an organization. Most technicians view this as the fun part of the job.
  

Skills - To successfully perform these duties, you would need to possess the following skills:

• Knowledge of PC Hardware - As well as understanding how PCs are designed and constructed, you should feel comfortable with replacing defective components, upgrading memory and installing expansion boards and other modules.
  
  
• Knowledge of PC Software - This includes understanding common operating systems (such as Windows, DOS, UNIX, Linux and Solaris) as well as being familiar with common application software (such as MS Office).
  
  
• Understanding of Internet Communications - You should understand how the PCs on the network you support connect with the Internet as well as being familiar with key sites on the Internet where you can obtain updated software and device drivers.
  
  
• Solid Grasp of Networking Theory - The majority of PCs you will support will be connected to networks. Possessing a working knowledge of networking concepts is therefore essential. This includes, but is not limited to familiarity with network operating systems (Windows, Novell, UNIX, etc.), cabling, network interface cards and network architecture.^xi
  
  
• Knowledge of PC Peripherals - Configuring and repairing peripherals (such as printers) goes hand in hand with PC support.
  

Career Changing Opportunities - So would you make a PC technician? If you mechanically inclined or have experience working with machinery or electronics components, you probably will be able to master the technical skills required easily. Mechanics, machinists, assembly line workers, electronics technicians, and repairmen (other than PC related repairs) usually make smooth transitions to PC support roles.

Education - A two-year college degree or equivalent training at a technical institute is extremely desirable. Professional certifications, while demonstrating professional competence, are generally not viewed as substitutes for technical degrees. Community Colleges (and other two-year schools) may provide degrees or certificates in PC repair and maintenance. Make sure that whatever training program you pursue contains hands on experience, not just book learning. It is critical to be able to practice on real equipment while you are learning the necessary skills for PC support.

Certifications - The following certifications would help demonstrate that you have mastered skill sets that are applicable to a PC support role:

1. 1. Microsoft Office Specialist (MOS) - The MOS certification is widely recognized as showing proficiency with MS Office applications. For help desk jobs, shoot for the Expert or Master levels of certification. (http://www.comptia.org/certification/a/default.asp).
   
   
2. A+ - A certification developed by CompTIA. This vendor neutral certification demonstrates proficiency in troubleshooting hardware problems with PCs. (http://www.comptia.org/certification/a/default.asp)
   
   
3. Server+ - Another CompTIA certification that is vendor neutral. This certification insures basic competency with server concepts and theory in a networking environment. (http://www.comptia.org/certification/server/default.asp)
   
   
4. Network+ - Yet another CompTIA certification that demonstrates competence with basic networking theory and concepts. (http://www.comptia.org/certification/network/default.asp)
   
   
5. Microsoft Certified Professional (MCP) - Each Microsoft exam that supports the MCSE certification can be taken as a stand-alone exam. Passing one of these exams earns you the MCP certification. Taking the Windows 2000 Professional exam or the Windows XP Professional exam would be useful for showing employers your command of the Windows operating system (the most widely installed operating system in the world). (http://www.microsoft.com/traincert/mcp/mcp/default.asp)

In addition to the certifications that are mentioned above, many vendors (such as IBM, Cisco, Compaq and Sun) offer a variety of device specific certifications. The necessity of obtaining these certifications will be determined by the specific equipment that is installed at your workplace. On the other hand, the CompTIA certifications are a popular entry point for new employees since they are not vendor specific (that is, they teach concepts applicable across a wide range of equipment).^xii