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PC Support Job Description

Job Description

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Responsible for the upkeep of computers, tablets, printers and smart phones in an organization. Diagnose and repair hardware faults, liaise with vendors, assist with configuration issues, diagnose performance problems and troubleshoot application faults on computers, tablets and smart phones.


Duties

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  • Troubleshoot and support PC, Laptop, Tablet and Smart Phones
  • Troubleshoot and support common software application knowledge such as email, office and anti-virus applications
  • Excellent telephone manner
  • Call logging and tracking to resolution
  • Assist clients to customize common applications to suit requirements
  • Troubleshoot and support printer problems
  • Coordinate the rollout of computers
  • Document standard computer settings
  • Create, maintain and update user self help decumentation

Key Competencies

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  • Situational Analysis
  • Customer Consideration
  • Problem Solving
  • Managing Tasks
  • Specific Technical Knowledge
  • Service Level Agreements

Skills, Knowledge and Experience


Employer Demand

Skill

80% Excellent computer hardware and software troubleshooting skills
62% Installation, configuration and troubleshooting of personal computer hardware, software and peripherals in a networked environment
25% Wireless networking knowledge, skills and experience
25% TCP/IP Networking Skills
20% Remote access VPN knowledge
20% Experience supporting Blackberry and similar mobile devices
17% Experience supporting tablets

Qualifications


Employer Demand

Qualification

40% Degree

Salary

The following salary indicators were found for this role;

Role

Rate

Top End

Salary Insufficient Data Insufficient Data
Contract Rates Insufficient Data N/A

Key Personal Attributes

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Many clients are flustered by the time that they call PC support. An excellent PC support officer has the ability to instill confidence without over committing the resolution time. He or she also has the knowledge and experience to understand when it is appropriate to escalate problems.

Attraction to the Position

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Many required skills can be developed on home computer systems therefore facilitating entry to the position.

Staff are exposed to many IT disciplines so there are many career pathways stemming from this role. Although this is a career in itself, many highly specialized professionals start in this type of role.

There is generally a steady demand in the job market for this type of position. (note: this is subject to economic factors)

There is a good balance of interpersonal communication and technical tasks.

Staff Retention Strategies for Employers

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Employers may increase retention rates in this role by addressing two factors:

1. Many end users are frustrated or annoyed by the time PC support officers attend. PC support officers may lose enthusiasm for the role if they are constantly treated disrespectully. End user education and strong management direction may help to reduce these instances.

2. Problems can tend to repeat themselves consistently making the job boring. Ensure that there is variation in the role and allow officers to take ownership of processes that they are passionate about in order to increase job satisfaction.

Advantage Alert

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There a few certification or qualification demands placed by employers meaning that this role may suit newcomers who may not have training budgets but are willing to spend time reading and doing work experience.