Fred Beisse - A Guide to Computer User Support for Help Desk and Support Specialists

FIFTH EDITION

A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK & SUPPORT SPECIALISTS

FRED BEISSE

Lane Community College

Australia Brazil Japan Korea Mexico Singapore Spain United Kingdom United States

A Guide to Computer User Support
for Help Desk & Support Specialists,
Fifth Edition
Fred Beisse

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2013 Course Technology, Cengage Learning

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Library of Congress Control Number: 2012931582

ISBN-13: 978-1-133-18782-0

ISBN-10: 1-133-18782-X

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Photo credits: Figure 2-1(a) Paul Matthew Photography/ Shutterstock.com ; Figure 2-1(b) vgstudio/ Shutterstock.com ; Figure 2-4 20012010, Tech Support Forum; Figure 4-6 2011 Microsoft; Figure 4-7 Monkey Business Images / Shutterstock.com ; Figure 4-9 Christina Richards/ Shutterstock.com ; Figure 5-2 Chris Hellyar/ Shutterstock.com ; Figure 5-3 Courtesy of Fred Beisse; Figure 5-4 2011 Google; Figure 6-4 2010 Help Desk Technology International Corporation; Figure 6-5 2010 Help Desk Technology International Corporation; Figure 6-6 2010 Help Desk Technology International Corporation; Figure 6-7 2010 Help Desk Technology International Corporation; Figure 6-8 2010 Help Desk Technology International Corporation; Figure 6-10 C. Kurt Holter/ Shutterstock.com ; Figure 7-3 2010 Help Desk Technology International Corporation; Figure 8-2 Monkey Business Images/ Shutterstock.com ; Figure 8-4 Reprinted by permission of Honolulu Community College; Figure 8-5 Reprinted by permission of Honolulu Community College; Figure 8-6 Reprinted by permission of Honolulu Community College; Figure 10-5 Natalia Siverina/ Shutterstock.com ; Figure 12-11 2011 Comodo Security Solutions, Inc. All rights reserved; Figure B-2 2010 Help Desk Technology International Corporation; Figure B-3 2010 Help Desk Technology International Corporation; Figure B-4 2010 Help Desk Technology International Corporation; Figure B-5 2010 Help Desk Technology International Corporation; Figure B-6 2010 Help Desk Technology International Corporation; Figure B-7 2010 Help Desk Technology International Corporation; Figure B-8 2010 Help Desk Technology International Corporation; Figure B-9 2010 Help Desk Technology International Corporation; Figure B-10 2010 Help Desk Technology International Corporation

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Kindle textbooks are functionally equivalent to the print textbook. In some cases, individual items such as ancillary images or multimedia have been removed for digital delivery due to rights restrictions.

My goal for this fifth edition is to address the needs of readers who want to learn about the user support field and need resources to help them learn. This edition as introduction to the broad range of topics that an entry-level user support specialist is expected to know. The responsibilities of support positions vary widely; however, armed with the foundation of topics and activities covered in this book, workers entering the support industry will be better prepared to meet employers expectations.

Learning about user support requires access to trade books, vendor manuals, and Web sites, but these materials are often not designed for students or entry-level support staff. First-time learners need textbooks with features to guide their learning, such as key term definitions, chapter summaries, discussion questions, hands-on activities, and case projects to help them practice and apply their new knowledge. In the years since the first edition of this book, many aspects of user support have remained the same; however, a surprising number of changes have occurred. I am grateful that Course Technology gave me the opportunity to update this book again to reflect recent changes in the user support field.

This book is primarily intended for three kinds of readers:

Readers who are considering career opportunities in computer user support and who want an introduction to the field. This book describes the kinds of knowledge, skills, and abilities they need to find employment in the support industry.

Readers who work in a related field, but find themselves in a position with growing user support responsibilities. They can use this book to acquire additional breadth and depth in the support field. This audience includes programmers, computer operators, network administrators, customer support representatives, and computer applications specialists.

Readers who are taking a course in a user support or related degree program. They can use this book to tie together knowledge and skills introduced in other courses. These readers will especially benefit from the end-of-chapter activities and case projects that provide practice skills and experiences they will use on the job.