Careers in Technical Support/System Support Services

Society's increasingly large use of computers has created a high demand for specialists to advise users on technical issues. This includes the everyday administration, maintenance, and support of computer systems and networks. Computer support specialists, technical support specialists, and help-desk technicians provide the technical assistance and advice to users and to customers. They respond to phone calls and e-mail messages requesting help to troubleshoot hardware, software, and system problems. They can sometime use diagnostics programs to identify the source of the problem. In some cases, they recommend changes in software or hardware components to improve stability and performance.

Employment Outlook

The California Employment Development Department (EDD) collects data about the state’s workforce. These data include information about the number of people employed in the field, job outlook, and wage information. The California EDD predicts for the period 2008-2018 the number of openings for computer support specialists to increase by over 6%. For more detailed information about positions in computer technical support and related fields, check the California Occupational Guide for the occupations listed below: http://www.labormarketinfo.edd.ca.gov/occguides/Search.aspx.

• Computer Support Specialists (SOC 15-1150)
• Computer Network Support Specialists (SOC 15-1152)

Necessary Education and Skills for Career Success

Individuals working as computer support specialists and help-desk technicians must be trained in the most commonly used software applications, operating systems, and networking protocols. In responding to requests for guidance with computer issues, computer support specialists and help-desk technicians must listen carefully to the computer user. Their communication and analytical skills must be solid in order to diagnose a problem and instruct the user step-by-step on the solution and/or proper set up and usage of the system.

General Info About the Program

De Anza College's Computer Information Systems Department allows students to choose among two certificate programs and an associate degree to acquire the necessary skills and experience to succeed in this field. Students learn the Microsoft Windows environment, networking principles, desktop hardware, programming, and end-user security basics.

Technical Support/System Support Services Certificate and Degree Programs

The following links open in .pdf.

Certificate of Achievement:

• Help Desk

Certificate of Achievement-Advanced:

• System Support Services

Associate Degree (A.A.):

• System Support Services

For more information contact the Computer Information Systems Department
Business and Computer Systems Division
De Anza L14
(408) 864-8796,8797
www.deanza.edu/cis