Many may believe that an IT tech and technical support specialist are the same. But in reality, they are two different positions meeting different organizational needs.
An IT tech generally has a certificate, an associate’s degree, or a bachelor’s degree in a computer-related field. However, a technical support specialist does not need specialized education, although a background in IT is helpful.
The Role of a Technical Support Specialist
A technical support specialist is an individual responsible for troubleshooting of technical systems. They are extremely knowledgeable about computer systems, software applications, and all relevant electronic systems. A tech support specialist also interacts with non-technical employees to solve technology-related problems.
The challenges typically faced by a technical support specialist include problems with connections, slow performance of hardware, and not being able to access data or information as expected.
In order to resolve these issues, a tech support specialist must be able to educate their coworkers to minimize downtime.
A tech support specialist may serve the population within a business. This is often referred to as the “help desk.” Or they may be the people on the other end of the phone when a customer calls for help from another location.
They are the employees whom customers deal with when their Internet goes out, or when they are unable to install software. It is incredibly important for a technical support specialist to be well-versed in the latest technologies. They must also have exceptional communication and troubleshooting skills so that they can solve customer or employee problems efficiently and successfully.
The Role of an IT Technician
A tech support specialist interacts with clients requiring troubleshooting and other support. On the other hand, an IT tech is responsible for the actual technology that is deployed within an organization.
Some of an IT tech’s responsibilities include setting up workstations, connecting devices, and updating computer hardware. They are also in charge of installing/configuring IT and troubleshooting design flaws as needed.
It is also the job of an IT tech to develop and maintain local networks, optimize network performance, and ensure network security.
An IT tech is the employee or department responsible for making sure all software udpates are carried out. When there are system-wide maintenance needs, they are the ones who schedule such updates and upgrades throughout the organization.
It is the duty of an IT tech to minimize the amount of downtime and ensure that employees can perform their job functions with little or minimal interruption.
An IT tech needs to not only have communication abilities, they also must have problem-solving skills, organizational and time management skills, and the ability to troubleshoot problems.
There is also an extensive body of knowledge that must be learned. Get to know the IT professionals at Qsource to experience great support and customer service all around.