PC Support Specialist

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By Tony Woodall


Part II: A Typical Day

Each day begins by checking for e-mail or voice mail from end users having trouble with their computer systems. A rough schedule for the day is planned by balancing these new issues, any previously unfinished issues, and regular tasks which must be performed. Each item must be weighed for its severity and complexity. Problems affecting the most users or potentially causing the greatest loss in end user productivity must be resolved first. Simple or quick issues may be resolved immediately before taking the time to research a complex problem.

Once the current issues are prioritized, the problems of the day are tackled efficiently as possible. New issues always arise as the day progresses and must be factored into the overall service picture. The resolution to each problem is documented to provide a history of the work performed. This documentation should be simple to complete and easy to access at a later date. Additionally, each resolution will be evaluated to determine an effective way of preventing any future reoccurrence. This may be possible through end user education, configuration changes, system updates, or changing the procedures for a given task.

Sometimes there will be no clear way to prevent future occurrences, and the solution will simply be filed for future reference.

As time permits, follow-up calls will be made to users who have had reoccurring or serious problems. Issues not resolved in a single day may require multiple attempts at finding a resolution.

Some problems may not regularly occur every day. Being proactive in contacting users about these types of issues will help keep them from becoming frustrated and feeling abandoned.

Regular time each week, if possible each day, will be set aside for learning about new hardware or software to be supported. A thorough understanding of the end user's work environment is critical to assisting him or her in being productive. Planning for the end user's future needs is also important. Goals will be set for testing and implementing new solutions.

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About the Author

Tony Woodall is currently co-owner of Omega Computer Systems, Inc. located in Demorest, Georgia. Tony has a Bachelor of Science in Electrical Engineering Technology from Southern College of Technology in Marietta, Georgia. He is a Certified Novell Engineer and a Microsoft Certified Systems Engineer in addition to other industry certifications. Tony's twelve years of experience in the computer industry include: the design and installation of computer-based automation control systems; implementation of video capture and archival networks for the medical industry; and providing value-added network, Internet, and accounting solutions for a wide range of clients. He also co-founded and served as President of Cyberhighway of North Georgia, a regional Internet Service Provider.