What Does an IT Support Specialist Do?

Posted by Jennie Avila on June 27th, 2024

IT is about developing, implementing, maintaining, and supporting computer information systems.  An IT support specialist is a trained professional who provides information technology support for organizations. The term applies to positions such as software developer, system administrator, network administrator, database administrator, technical assistance specialist, and programmer, all as part of IT Services Northern Virginia. A job in this field consists of automating business processes, developing strategies, and using tools that will increase the value of a business.

Specialists in this field are responsible for solving a company's technical problems and supporting customers through different channels. Specialists in analyzing information technology needs are the ones to call for software development and testing, performing IT tasks, and troubleshooting. Let's look into this job in detail, its functions, and the different levels of support. IT experts provide technical assistance to clients. They guide customers and teach them how to use or solve a computer problem. Also, they help solve specific issues related to IT products and services offered by their company.

When to Call an IT Support Specialist?

IT support is provided by specialists who offer help and support to clients in the IT industry. This support addresses hardware or software problems and uses different tools like ticketing systems, online chat, or call centers. In addition, to diagnose and solve technical issues by phone, e-mail, or online assistance chat. An IT support specialist must be prepared to receive customer complaints/questions. Therefore, to best help the customer, he must be highly knowledgeable and qualified with the products for which he provides technical support.

IT Services Northern Virginia often helps customers with configuration, maintenance, and troubleshooting activities. They can offer both in-person technical assistance and remote customer assistance, usually by phone, chat, or e-mail.  Some technicians may provide exclusive support services for specific technology products, such as software or hardware, or assist users with generic IT issues. Some possible technical problems could be the entry of a computer virus, data loss, faulty software and hardware programs, or Internet connection failures. Functions of a computer support team:

• Answer customer support questions;
• Software management and support;
• Diagnose and troubleshoot clients' IT problems.

What Levels of Technical Support Are There?

Technological support usually consists of different levels that help companies in Northern Virginia better support their customers. Most commonly, there are two levels of support, which work as a team to provide specialized solutions to IT problems. However, the exact number of levels within technical assistance depends on each company and its products or services. Level 1 computer technician, also called frontline support, front-end support, or help desk support it is the initial level of assistance when technical problems arise, and they are responsible for solving basic customer incidents.

When they receive an essential incident, first-level support specialists are responsible for gathering all the information and determining the root of the technical problem. Level one technicians are accountable for solving between 70% and 80% of issues before delegating the incident to a higher level. On the other hand, the level of knowledge that a first-level assistance technician has is essential and includes formatting computers, installing software programs, resetting passwords, helping with navigation, etc. They can usually provide an answer from a guide to frequently asked questions (FAQ).

Since the level of support and knowledge is quite generic, this can be found in all existing sectors and fields and is not necessarily limited to IT. The level 2 assistance technician provides support in specialized IT fields. Usually, this level requires at least one year of experience at level 1, and it usually comprises, among others, professionals specialized in software, communication networks, and databases. Thus, the IT consultant knows and is constantly concerned with an in-depth understanding of the organization's activities and how they can be supported and developed through appropriate IT services.

What Does a Specialized Consultant Do?

These solutions an IT support specialist offers are specially designed and adapted and will be based on the work requirements of the organization and the expected performances under the conditions of acceptable costs and in a determined time. What does he do?

• He will participate in the design/redesign of technical support for the most complex problems of the IT system;
• Transpose or join in the transposition of processes from the organization into IT&C requirements and specifications;
• it develops detailed recommendations for support of the IT system's critical or complex activities or key points.

Other responsibilities specialists have:

• Evaluate the degree to which the proposed new technologies satisfy the user's requirements;
• Evaluate the risks related to the security of data, programs, and equipment;
• Ability to study, know, understand, and analyze technological trends in the IT&C industry; expert in the field; and working in a team with other experts to select, adapt, design, and integrate the most convenient IT&C solutions.
• Apply the IT&C technical standards in force to solve the organization's specific requirements as they arise from the activities identified for it.

There Is More to the Job than in Theory

Experts from Northern Virginia can also design solutions for adapting programs/applications and, eventually, existing equipment (together with application developers and hardware specialists) so that the new IT&C solutions or the modified and adapted ones ensure the increase of the organization's performance (better products or services, work productivity higher, better specific working conditions, simplified operations and works, etc.). They can establish solutions, procedures, and techniques for the excellent functioning and correct use of computers, peripheral equipment, and communications, which support complex applications/components/systems. Their area of expertise is vast, which makes them a must for any company.

In IT services, experts collaborate with all functional departments of the organization, assisting in the use of information technologies in the current activity of components with a high degree of difficulty; they are aware of the actual hardware and software requests and needs of each department and their current degree of coverage and support. They are the ones to inform the users (employees, management) about the new facilities, configurations, technologies, and products that have appeared and whose use could improve the quality of the products and services that are the object of the organization's activity.

If needed, an IT support specialist can organize user training sessions corresponding to the new technological solutions implemented for components with a high degree of difficulty. He can prepare technical offers for any of the mentioned activities according to the requirements of the specifications or terms of reference. IT consulting offers a wide range of activities a person can perform, but the most crucial aspect you must consider is the passion with which you do this. If you are passionate about technology, the consultant job can be a great opportunity.