| February 2006 |
| By Robin Smith |
I work in a county government, networked environment. My title is OSC
(Office Systems Coordinator), but basically, it’s PC tech support.
What does a computer ”Techie” do? We put computers in the offices, connect them to networks and network services, load up the programs (install applications), configure, install, and support hardware and software, and …when things go wrong, troubleshoot to a solution. Beyond being techs, we are frequently teaching, in a twist on the old saying, we have to know how, AND know how to teach. Staff, clients (“users”), will need our assistance, with the computer and peripheral equipment (printers, faxes, projectors), they rely on in their daily work. You have to be diplomatic, and have a team approach. You may have to tell a client gently, to “turn off the CAPS” to login, or turn on the power to the monitor to see the screen!
Our techs keep the agency computers and networks running, so they can address the social service needs of the community.
If you’re comfortable with your at home personal computer, like taking computer classes, and are willing to do the work to learn, this could be the career for you too! What skills are employers looking for in a computer tech support person? A good start would be an A+ hardware and software course and certification. Go for it, we could use the help!
Knowledge, skills and experience in the following areas:
Software:
Windows of course! Windows 95, 98, 2000, ME, NT, XP. Techs install, configure, tweak, troubleshoot, and instruct users in all the windows versions. Know where the device manager is? How to add/delete programs? Create a local windows account; Set an IP address; Change the IP from static to dynamic; Install, repair, and update Internet Explorer; Recover files; Backup data; All these skills are basic level one tasks required of a tech support person. Other OS systems are out there too, there’s Apple and the “open” Linux for instance, but MS Windows is prevalent in the workplace.
Help Desk:
Many times, you’ll start out on the “Help Desk.” Your day will be fending, by which I mean fixing, problems that arise for the clients you support. The mouse won’t work, they can’t login, they aren’t getting email, or they just need a software update installed.
MS Office and its cousins:
A good tech needs to be familiar with the MS Office Suite, including Word, Excel, PowerPoint and Access. Install ‘em, use ‘em, troubleshoot ‘em. There will also be software unique to your staff; County Air Unit wanted Aerial Maps from a website, financial folks use FMS; across the country CalWin is happening. You are always learning about new programs and technology. There are Palm Pilots, Treos, and other PDAs (Personal Digital Assistant).
Hardware: Putting it altogether!
Putting together a PC is important too. You have to be able to deal with installing hard drives and formatting them, imaging them, or installing windows OS cleanly. Other hardware? Floppy drives, CD-Roms, Burners CD and DVD, NIC cards, video cards, dual monitors, printers, the list goes on and on. Some of the older monitors are heavy, and the larger printers take two people and a cart, but most items are quite light, so we woman can handle ourselves just fine in this field!
Servers, File & print, data and applications.
The industry has room to grow and advance. From tech support, you can learn to work with servers, creating user accounts, delivering network solutions for data storage, and printing needs over a network. The line is blurring, and many techs already do many of the tasks formerly separated into network administrator roles. The IT field is an interesting, exciting field, where new technology is always around the corner, and advances happen weekly, monthly…. rather than years or decades. A strong grounding in the computer sciences will make you marketable in cities and offices around the country, and even around the world.
Robin Smith works as an OSCI with Ventura County Human Services Agency.
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