Computer User Support Specialists

IT Operations & Cybersecurity

Level 4401 of 1200 points

Job description

Computer User Support Specialists

Job purpose

To provide technical assistance to computer users in person, by telephone and electronically, and to oversee the daily performance of computer systems by installing, configuring, diagnosing and repairing hardware, software and peripheral equipment, so that users have reliable systems and faults are resolved or referred on promptly.

Skills

Detailed knowledge of computers and electronics — hardware, peripherals, operating systems, applications and their installation and repair — with telecommunications and data communication systems, mechanical and engineering understanding of the equipment handled, and the principles of customer service. Also draws on training design and clear written English, and requires continuous updating from technical manuals and trade press. A bachelor's degree is the most common qualification, with a substantial proportion holding a post-secondary certificate and others an associate's degree, together with one or two years of related training and on-the-job experience.
Answers user enquiries about hardware and software operation and confers with users to investigate faults, drawing out what has happened from people who are not technical. Confers with staff, users and management to establish requirements for new systems or modifications, develops training materials and procedures, and trains users in the proper use of hardware and software. Deals with vendors and technicians when work is referred out.
Diagnoses faults by reading technical manuals, running diagnostics, entering commands and observing system behaviour to verify correct operation and detect errors. Some problems are routine and covered by established procedure; others require the cause to be reasoned out from symptoms, with judgement needed on whether to resolve locally, recommend a change, or refer a major fault or defective product on.
Balances a flow of user requests against planned installation, configuration and monitoring work, largely determining own tasks and priorities. Inspects equipment and reads order sheets to prepare deliveries to users, and may conduct office automation feasibility studies covering workflow, space design and cost comparison.
Works with the hands throughout much of the day, handling and connecting computers, cables and peripheral equipment and carrying out minor repairs to installation specifications. Requires manual dexterity and care with small components.

Responsibilities

No routine line management, but may hire, supervise and direct workers engaged in special project work, monitoring and the installation of data communication equipment and software. Coordinates and leads others in shared work.
No budget responsibility. Prepares evaluations of software and hardware and recommends improvements or upgrades, and may prepare cost comparisons within feasibility studies, but does not commit expenditure.
Direct responsibility for user computing equipment: sets it up for employee use, ensuring proper installation of cables, operating systems and software; installs and repairs hardware and peripheral equipment; and oversees the daily performance of computer systems.
Maintains records of daily data communication transactions, faults and remedial action taken, and installation activity. Accuracy in that record matters, and error carries consequences for users and for organisational results.

Effort required

Continuous problem-solving attention alongside a high volume of contact by e-mail, telephone and face-to-face discussion. Decisions are made frequently and often from partial information, and exactness is required in configuration and command entry.
Responsible for restoring service to users under time pressure, and personally accountable for work that others depend on to do their jobs, including a share of responsibility for the health and safety of other workers.
Predominantly seated work at and around workstations, with frequent repetitive motions and sustained use of the hands to handle and control equipment, tools and controls.

Working conditions

Indoor office work in controlled conditions, without recorded exposure to hazardous conditions, noise, contaminants or weather, and involving a high volume of contact with users and colleagues by telephone, e-mail and in person.
All incumbents work a regular established schedule, and more than half work longer than a standard week. Considerable freedom to determine tasks, priorities and goals within technical standards and specifications, tempered by time pressure from user demand and by the consequences of error in live systems.

Skills

40% · 206 points▾

KnowledgeLevel 4 of 8
72 of 144 points
Factual and theoretical knowledge in broad contexts within a field of work. The job requires a range of thinking and practical knowledge to find solutions to specific problems in the job or study area.
Interpersonal and communication skillsLevel 2 of 5
38 of 96 points
Standard communication and interaction with others. The job holder is required to communicate with colleagues or customers in structured settings. Tact, empathy and basic relationship building are required.
Problem-solving skillsLevel 2 of 5
38 of 96 points
Standard problems. The job involves solving problems with defined alternatives. Some judgement is needed, but help is usually available.
Planning and organisational skillsLevel 2 of 5
29 of 72 points
Basic organisational skills required. The job involves planning and organising one's own work within set deadlines. Some input into scheduling and prioritisation of tasks.
Physical skillsLevel 2 of 5
29 of 72 points
Basic physical skills required. The job requires some physical skills that involve light to moderate physical effort. There is some requirement for dexterity beyond the everyday needs of life. Manipulation may be required, but precision is not necessary.

Responsibility

35% · 101 points▾

PeopleLevel 1 of 5
29 of 144 points
Very limited. Not required to supervise or perform a caregiving role. The job may involve providing basic guidance to or orientation for others, such as helping new colleagues settle in.
Goods and equipmentLevel 2 of 5
34 of 84 points
Some responsibility for goods or equipment. The job involves the use and maintenance of equipment or stock, and the job holder is responsible for ensuring resources are used appropriately and safely.
InformationLevel 2 of 5
38 of 96 points
Limited responsibility for information. The job requires the individual to gather, process or share information in a controlled way, following guidelines or predefined procedures.
Financial resourcesLevel 0 of 5
0 of 96 points
Not applicable. The job does not require any responsibility for financial resources.

Effort

15% · 63 points▾

Mental effortLevel 2 of 5
24 of 60 points
Moderate mental effort. The job involves tasks that require focus, such as analysing straightforward information or performing repetitive tasks that require attention to detail.
Psychosocial and emotional effortLevel 2 of 5
29 of 72 points
Occasional psychosocial and emotional effort. The job requires occasional involvement in emotionally demanding situations, such as handling minor conflicts or dealing with upset individuals.
Physical effortLevel 1 of 5
10 of 48 points
Minimal physical effort. The job involves light physical tasks, such as occasional lifting or moving light objects.

Working Conditions

10% · 31 points▾

Environment (physical, psychological or emotional)Level 1 of 5
17 of 84 points
Minimal exposure to hazards or stress. The job involves little or no exposure to physical hazards (e.g. chemicals, moving equipment, noise) and minimal emotional or psychological risks (e.g. occasional routine tasks with no emotional burden). There is minor exposure to dust, dirt, fumes, noise, waste, poor lighting, etc.
Organisational environmentLevel 2 of 5
14 of 36 points
Occasional organisational demands. The job may involve occasional irregular hours (e.g. the requirement to work weekends or holidays), minimal travel or limited digital connectivity outside normal working hours.