Heather Hoffmann
Future Job Goals
For a few years now, I have known that I wanted to start a new career in the Information Technology field. My first instinct was to go to school to become a Computer Support Specialist. Even though I am not completely sure that is what I ultimately want my career to be, I think it would at least be a good start for me. I believe that I have many qualities which would make me especially good for the job. I have a background in customer service. I have experience helping out coworkers with their computer and office equipment problems. I am, by nature, an extremely patient person and am also able to teach people what I have learned. I have always enjoyed learning new things associated with technology.
The Computer Support Specialist is known as the "jack of all trades" in IT, as knowledge in many different areas of technology is required. Depending upon the employer, the job description could include staffing a help desk or performing technical support. There are many different job titles and services provided by support specialists. Some common user support services are listed below.
- Staff a help desk, hot-line, or chat session to provide information
- Provide technical troubleshooting assistance for hardware, software, and network problems
- Locate information to assist users
- Evaluate hardware, software, and network products
- Coordinate organization-wide support standards
- Perform needs assessment and provide purchase assistance for users
- Provide system installation assistance
- Provide training on computer systems and procedures
- Prepare documentation on computer use
- Perform computer facilities management tasks
- Assist users with software development projects
(A Guide to Computer User Support for Help Desk & Support Specialists p.45)
Employees usually require at least a 2 year degree or the equivalent on the job experience. Knowledge of computer hardware and software is necessary. The ability to communicate, both written and orally and comprehension is extremely important. Excellent customer service skills are needed as is the ability to work with others. A person in this job description needs to be dependable, pay attention to detail, be cooperative, ethical, persistent, flexible, and have initiative to get the job done.
(onetcenter.org, description of Computer Support Specialist)
The traits listed on the WCTC website description of Computer Support Specialist, listed below, describe me perfectly.
- Solves others computer problems
- Serves as personal help desk for the family
- Figures out new applications quickly
- Discovers how to perform application tasks
- Finds technology an enjoyable challenge
I also enjoy researching for solutions and trouble-shooting problems. I seem to generally have a more logical way of thinking when it comes to computers. I have had experience with many customer service related jobs both in person and on the phone. I have also trained many coworkers during my previous job.
I believe that the education I am getting from WCTC will be a great start to my career. I plan on completing the program in 2 1/2 years, taking a combination of daytime, evening and possibly summer classes at a minimum of 12 credits per semester. After school I hope to get a job with an employer that provides advanced learning opportunities, as I love the process of learning new things and becoming an expert in everything I research.
