User support personnel

Job Name

User Support Personnel

Brief description

User support personnel have the main responsibility for solving both general and specific points regarding problems that occur within their field.

Help Desk Professionals: respond to calls from either external clients or internal customers who require help with problems or queries regarding particular products or services. Developing technical processes to aid performance and efficiency supporting company security policy, with particular emphasis on the protection of sensitive company information. A helpdesk supporter provides first and second level PC hardware and software support to internal users. The focus is often on quality customer support and not quantity of calls taken. These roles offer unrivalled career progression and structured training and development. A helpdesk support employee will have a great opportunity to kick start and develop their career. (Seek.com.au, 7/8/2007).

Network Administrator: Install, configure, and support an organisation's local area network (LAN), wide area network (WAN), and Internet system or a segment of a network system. They maintain the network hardware and software that comprises the network. This normally includes the deployment, configuration, maintenance and monitoring of active network gear: switches, routers, firewalls, etc. Network administration commonly includes activities such as network address assignment, assignment of routing protocols and routing table configuration as well as configuration of authentication and authorization - directory services. It often includes maintenance of network facilities in individual machines, such as drivers and settings of personal computers as well as printers and such. They may also supervise other network support and client server specialists and plan, coordinate, and implement network security measures. (acpeople.com.au, 7/8,2007).

It sometimes also includes maintenance of certain network servers: file servers, VPN gateways, intrusion detection systems, etc. Network specialists and analysts concentrate on the network design and security, particularly troubleshooting and/or debugging network-related problems. Their work can also include the maintenance of the network's authorization infrastructure, as well as network backup systems. They also perform network management functions including: provide support services ensure that the network is used efficiently, and ensure prescribed service-quality objectives are met. (Wikipedia, 7/8/2007).

Duties & responsibilities of this role

Confer with network users about how to solve existing system problems.
Design, configure, and test computer hardware, networking software and operating system software.
Diagnose hardware and software problems, and replace defective components.
Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
Monitor network performance in order to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
Operate master consoles in order to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
Perform data backups and disaster recovery operations.
Perform routine network startup and shutdown procedures, and maintain control records.
Plan, coordinate, and implement network security measures in order to protect data, software, and hardware.
Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.
Train people in computer system use.
Analyze equipment performance records in order to determine the need for repair or replacement.
Coordinate with vendors and with company personnel in order to facilitate purchases.
Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
Load computer tapes and disks, and install software and printer paper or forms.
Maintain an inventory of parts for emergency repairs.
Maintain logs related to network functions, as well as maintenance and repair records.
Research new technology, and implement it or recommend its implementation.
(acpeople.com.au,8/8/2007)

Reporting to the General Manager within an information technology sector, your key focus areas will be:

Installation, maintenance and support of the company information systems including networking infrastructure,
Windows servers and desktops.
End-user support for application software including MS Office, MS Windows XP and Baan ERP
(Careerone.com.au, 7 Jul, 2007)

Job requirements

Previous history and skills required/desired:

Have a polished and professional attitude and work ethic
Excellent skills in Microsoft Windows and its partner Applications
Have excellent communication skills and the ability to show initiative and be proactive in your daily activities
Be tertiary qualified
Formal certification/qualifications in information systems
Administration and support of LAN environments with knowledge of tools such as TRACERT, NSLOOKUP, NETSTAT etc.
Qualifications and/or experience in configuration of Cisco routers and switches
Experience in the configuration and administration of Windows2000/2003 Servers and Windows XP workstations
Experience in the configuration and administration of MS Exchange 2003
Ability to undertake research using support tools such as the Internet, Knowledge bases and other tools
Remuneration will be dependant on skills and experience (Careerone.com.au, 7 Jul, 2007). (Seek.com.au, 7 Jul, 2007)

Preferable experience in a manufacturing company with involvement in an ERP(Enterprise Resource Planning) system or a minimum of 3 years experience within a Financial or Professional services organisation in either a helpdesk or desktop support capacity. (Seek.com.au, 7 Jul, 2007)

Salary

Salary ranges can vary from different sectors of user support personnel (as its so broad).

The average IT and telecommunications salary: $90,404

The different sectors of salary categories that fall under user support personnel are as below:

Training: Min. $40,000, Max. $120,000, Average $73,535
Networks and Systems: Min. $40,000, Max. $158,080, Average $81,970
Helpdesk & Desktop Support: Min. $35,000, Max. $110,000, Average. $55,975

All information relates to the 2007 data results.
(Mycareer.com.au, 7 Jul, 2007)

Industry/Organisation

Private Sector:

1. Tatura Milk Industries Limited (Seek, 2007). Network Administrator/User Support. Accessed 8 August, 2007.
http://it.seek.com.au/users/apply/index.ascx?Sequence=107&PageNumber=1&JobID=10133886&\\

2. Digital (Digest) Data Design Pty Ltd - 4D (Canberra Times, 2007, Jobs Guide). System & Database Administrators, IT hardware refresh/rollout, ICT infrastructure audits, Destop suppot, IT Casuals - on call.

Job listings

Seek.com.au. (7 Aug, 2007). User Support Personnel. Retrieved 7 July, 2007 from http://it.seek.com.au/users/apply/index.ascx?Sequence=112&PageNumber=1&JobID=10104291&

Careerone.com.au. (7 Aug, 2007). User Support Personnel. Retrieved 7 July, 2007 from http://it.seek.com.au/users/apply/index.ascx?Sequence=108&PageNumber=1&JobID=10133886 &

Seek.com.au. (7 Aug, 2007). User Support Personnel. Retrieved 8 July, 2007 from http://it.seek.com.au/users/apply/index.ascx?Sequence=102&PageNumber=1&JobID=10133886&

Network Administrator/User Support. Seek, Job details, 2007 (Accessed 8 August 2007)
URL: http://it.seek.com.au/users/apply/index.ascx?Sequence=62&PageNumber=1&JobID=10133886

Seek, Jobdetails, 2007 (Accessed 8 August 2007). Network and Administration Support.
URL: http://it.seek.com.au/users/apply/index.ascx?Sequence=101&PageNumber=1&JobID=9992942&

Desktop Support - level 2. IT 2 (Accessed 17 August 2007).
URL: http://it2.com.au/jobs/sydney/it-telecommunications/helpdesk-desktop-support/

Helpdesk Support Analyst - Japanese speaking. IT 2 (Accessed 17 August 2007) URL:http://it2.com.au/jobs/sydney/it-telecommunications/helpdesk-desktop-support/

Network and Systems Administrator - UNIX, IT 2 (Accessed 17 August 2007)
URL: http://it2.com.au/jobs/melbourne-3004-vic/it-telecommunications/network-systems-administration/5346708 

Digital (Digest) Data Design Pty Ltd - 4D (Canberra Times, 2007, Jobs Guide). System & Database Administrators, IT hardware refresh/rollout, ICT infrastructure audits, Destop suppot, IT Casuals - on call.

Differences observed

The job of a User Support Personnel initially started out as being considered as a Helpdesk Support Professional. However, this type of job is quite a broad one and can apply to many fields. Moreover, the main fields are as a Network Administrator or Helpdesk Support in both Private and Public Sectors.

Other References used

Academic Books:

Stair M. Ralph., R.W. (2008). Principles of Information Systems - A Managerial Approach, Eigth Edition. Canada: Thomson Course Technology.

Newspaper Articles/Advertisements:

n.a. (2007, August 18). Attention IT Professionals. Canberra Times, Jobs Guide.

Web:

Active Career People. (7 Aug, 2007). Job descriptions. Retrieved 7 August, 2007, from
http://www.acpeople.com.au/job/

IT2.com.au. (17 Aug, 2007) Real jobs guaranteed. Retrieved 17 August, 2007 from
http://it2.com.au/

Mycareer.com.au. (7 Aug, 2007). Salary Centre. Retrieved 7 July, 2007 from
http://content.mycareer.com.au/salary-centre/it-telecommunications/

Network Administrator. (8 Aug, 2007). Wikipedia - the free encyclopedia. Retrieved 8 July, 2007 from
http://en.wikipedia.org/wiki/Network_administrator

Supporting the humanists, cont. (8 Aug, 2007). User Support Personnel. Retrieved 8 July, 2007 from
http://www3.iath.virginia.edu/lists_archive/Humanist/v03/0784.html