| Job Title |
User Support Analyst |
| Job Description |
Investigates And Resolves Computer Software And Hardware
Problems Of Users: Receives Telephone Calls From Users Having
Problems Using Computer Software And Hardware Or Inquiring How
To Use Specific Software, Such As Statistical, Graphics, Data
Base, Printing, Word Processing, Programming Languages,
Electronic Mail, And Operating Systems. Talks To User To Learn
Procedures Followed And Source Of Error. Answers Questions,
Applying Knowledge Of Computer Software, Hardware, And
Procedures. Asks User With Problem To Use Telephone And
Participate In Diagnostic Procedures, Using Diagnostic
Software, Or By Listening To And Following Instructions.
Determines Whether Problem Is Caused By Hardware, Such As
Modem, Printer, Cables, Or Telephone. Talks With Coworkers To
Research Problem And Find Solution. Talks To Programmers To
Explain Software Errors Or To Recommend Changes To Programs.
Calls Software And Hardware Vendors To Request Service Regarding
Defective Products. Reads Trade Magazines And Attends Computer
Trade Shows To Obtain Current Information About Computers. May
Test Software And Hardware To Evaluate Ease Of Use And Whether
Product Will Aid User In Performing Work. May Write Software
And Hardware Evaluation And Recommendation For Management
Review. May Write Or Revise User Training Manuals And
Procedures. May Develop Training Materials, Such As Exercises
And Visual Displays. May Train Users On Software And Hardware
On-site Or In Classroom, Or Recommend Outside Contractors To
Provide Training. May Install Microcomputers, Software, And
Peripheral Equipment, Following Procedures And Using Handtools
[microcomputer Support Specialist (profess & Kin.)
039.264-010]. May Work As In-house Consultant And Research
Alternate Approaches To Existing Software And Hardware When
Standardized Approaches Cannot Be Applied. May Conduct Office
Automation Feasibility Studies, Including Work Flow Analysis,
Space Design, And Cost Comparison Analysis. May Specialize By
Type Of Software, Computer Language, Or Computer Operating
System.
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