Job Title: Computer Help Desk Manager
Type of Company: I work in the technology services division of a university in Boston.
Education: BA, English Literature, Franciscan University of Steubenville (Steubenville, OH)
Previous Experience: I started as an administrative assistant for an elementary school fundraising department and learned how to fix computer hardware and software problems by working with the computer technicians that we hired to fix our systems. From there I became a database administrator for another fundraising group and got to know the manager of the computing group. I started doing database work for them, moved into managing student employees and then computer technicians.
Job Tasks: I am responsible for the customer service provided to the faculty, staff, and students of a college. Six computer technicians report to me. Our group helps the users choose and order equipment. We will then configure computers and mobile devices, like the iPhone and the Blackberry, for the individual user depending on the tasks he'll be performing. We usually need to transfer information from people's old computers to their new ones as well.
People will call us with questions throughout the day. They may ask us to fix a computer, how to set up a web site, or where to get thirty laptop computers for a group of visitors to use while on campus.
In addition to these run-of-the-mill tasks, we handle various projects many of which are linked to the cycle of the school year. For example, we offer orientation sessions for new students to gain access to our computer network, connect to the printers in our labs, and configure their email accounts. We are currently in the process of moving everyone over to a new email system. This involves meeting with them beforehand to let them know what to expect, training them on the new mail system, copying their data from the old system to the new system, and configuring their computers and mobile devices to connect to the new system. The goal is not only to provide the service, but to make the process as easy as possible for the end-user.
Best and Worst Parts of the Job: The best part of the job is learning how to use different computers, phones and applications. Supporting so many people, we get to see a real variety of products. The worst part is the work load. There are always more people calling for help while you are trying to get a project completed.
1. Gain as much customer service experience as possible. It's critical to be able to listen to the entire issue before deciding what the problem is.
2. Play with computers. Go to libraries and schools to use as many different operating systems (ex. Windows, Macintosh, Linux) and applications as you can find. Many applications have online tutorials. Use a search engine like Google to ask questions.
3. Ask questions whenever you can. Look for opportunities to ask people what they are doing on computers and how they are doing it. What operating system are they using? What application? How do they like it? Did it take a long time to learn? Is it similar to anything else they've used?
Additional Thoughts: One strategy I wish I had taken early on, was to notice who I most wanted to be like professionally and have a candid conversation with them of how they got where they are. My current manager has a philosophy of being very deliberate in everything he does. This applies to his career choices, relationships and his speech. I am trying to develop this approach as well.
Click the Visit School Site buttons to go directly to a school's website and learn more about the school and programs it has to offer. School website will open in a new tab. .
Click the Request Info buttons to request more information from a representative at the school
Love solving problems with technology? Make it into a career with a degree from GCU!
San Joaquin Valley College - A Private Junior College.
Give your career a boost with an education from Mayfield College.
ABCO Technology is an accredited computer training academy that offers diploma programs for individual students, professionals and companies to learn different areas of Information technology and seek gainful employment.
Turn your talents into a career at nationally recognized and accredited Platt College.
With an education from an Art Institutes school, imagine what you could create.
The Accounting Academy was founded in 2005 and has been continuously approved to operate by the California Bureau for Private-Pstsecondary Education.
Since 1977, Keiser University has provided quality student-centered, career-focused education.
Learning at Full Sail University has always centered around interaction and the exchange of ideas. Our online curriculum fully embraces this philosophy.
Founded by the Society of Jesus in 1851, Saint Joseph's University (SJU) has been developing the minds and abilities of men and women in a challenging academic environment steeped in the enriching Jesuit tradition of cura personalis (care of the entire person).
The inside stories from people actually working in the field.
Click a story title to show the story, and click the title again to hide it.
Career Stories are concise, real-world career overviews written by people relating their personal career experiences and wisdom. They provide invaluable insights and mentoring advice to students and career changers.
Most stories include:
Please also see our detailed information about Computer Support Specialists, including: