Introduction to Computer User
Support
Help Desk and Support Specialist
Training
Learning Objectives
• Historical changes in computer technology
• Types of end users
• Resources users need
• Major categories of software
• Common user problems
• Job market demand for support workers
• How organizations provide support services
• Knowledge, skills, and abilities
• Career paths in user support
Historical Changes in Computer
Use
• 1940s: CPUs and peripherals invented
• 1950s: Early use in large corporations
• 1960s: Widespread large-scale systems
• 1970s: Workgroup computers and early PCs
• 1980s: Home and business PCs, GUIs
• 1990s: Internet growth, networking
• 2000s: Wireless, e-business, low-cost PCs
• 2010s: Mobile devices, cloud computing
Decentralized Computing (1980s–
1990s)
• Applications backlog created demand
• Growth of knowledge workers
• Lower PC costs (Moore’s Law)
• Mass-market productivity software
• User-friendly GUIs
Distributed and Network
Computing (2000s)
• Desktop tools + enterprise servers
• Wired and wireless networking
• Rise of distributed systems
• Increased Internet reliance
Cloud Computing (2010s+)
• Centralized infrastructure via the cloud
• Apps and services delivered online
• Supports mobile and desktop devices
• Trend toward Internet of Things (IoT)
Classifying End Users
• Environment: Personal vs. Work
• Skill level: Novice, Semi-skilled, Expert
• Frequency of use: Occasional, Frequent, Extensive
• Software used: Word, Email, Accounting, etc.
• Features used: Basic to Advanced (power users)
• Relationship: Internal vs. External users
Resources End Users Need
• Basic hardware (CPU, memory, monitor, printer)
• Add-on peripherals (scanner, modem, storage)
• Maintenance and upgrades
• Software and updates
• Supplies (paper, ink, media)
• Data and Internet services
• Technical support and training
• Facilities, overhead, and administration
Total Cost of Ownership (TCO)
• Includes purchase, maintenance, upgrades, support
• Average: $23,000 over 4 years (Gartner)
• Hardware = ~20% of TCO
• Software, support, training = majority of costs
End-User Application Software
• Email & Messaging
• Web Browsers
• Word Processing
• Spreadsheets
• Databases
• Presentations
• Project Management
• Desktop Publishing
• Web Development
• Educational & Entertainment
• Social Media
• Enterprise Applications
• Industry-specific Applications
Problems Users Face
• Waste of resources
• User mistakes
• Computer crime
• Theft of resources
• Invasion of privacy
• Abusive use of technology
• Security threats (malware, phishing)
• Health problems (ergonomics, stress)
Demand for Support Workers
• Support jobs grew 17% (2010–2020)
• Network specialists grew 28%
• Increased demand: mobile tech, security
• Trends: outsourcing, temp-to-perm roles
• Budgets static, incidents rising (HDI)
How Organizations Provide
Support
• Peer support (informal)
• Part-time support roles
• Dedicated support staff or teams
• Help desk support
• User support centers
• Support as IT responsibility
• Outsourced support
User Support Services
• Help desk, hotline, or chat services
• Technical troubleshooting
• Information retrieval
• Product evaluation
• Support standards
• Needs analysis & purchase help
• Installation assistance
• Training & documentation
• Facilities management
Skills for Support Specialists
• Technical knowledge (hardware, software, networks)
• Problem-solving and troubleshooting
• Customer service and communication
• Patience and empathy
• Teamwork and adaptability
• Continuous learning
Career Paths in User Support
• Entry-level: Help Desk Technician, IT Support Assistant
• Mid-level: Technical Analyst, IT Specialist
• Advanced: Network Support, System Administrator
• Leadership: IT Manager, Support Director
Summary & Reflection
• Technology is constantly changing
• Users need hardware, software, training, support
• Support workers ensure productivity and security
• Career growth available in IT support
Discussion Questions
• Which user category do you fit in?
• What resources do you rely on most when using tech?
• Which problems have you faced: mistakes, security, health?
• Where do you see yourself in the IT support career path?
