{"schemaVersion":"1.0","exportedAt":"2026-05-15T12:41:08.140Z","occupation":{"soc":"15-1232.00","title":"Computer User Support Specialists","group":"Computer & Mathematical","sector":"54","jobZone":3,"jobZoneInferred":false},"framework":{"version":"v.26.05","description":"","contextCovered":"This framework covers computer user support practice in corporate, government, and institutional office environments at Job Zone 3, spanning hands-on hardware and software troubleshooting, end-user assistance, documentation, and team leadership across four career stages.","levels":{"emerging":{"label":"Emerging","statements":["Basic hardware components and peripheral devices — identify and label under direct supervision during initial workstation setup at an office help desk.","Standard operating procedures and technical manuals — read and follow step-by-step to complete guided software installations on end-user machines.","User inquiries about common software errors — receive and log into a ticketing system under supervisor direction at an entry-level support desk.","Cable connections and basic network peripherals — install and route according to provided diagrams under close technician oversight in a corporate office environment.","System startup and shutdown commands — enter and observe outputs to verify correct operation under direct guidance on standard workstations.","Daily performance indicators for assigned computer systems — monitor and report anomalies to senior staff during structured shift routines.","Incident records including problem descriptions and actions taken — maintain accurately in a helpdesk tracking system following established templates.","Word processing and documentation software — use to draft basic support notes and user-facing instructions under editorial review.","Active listening techniques — apply when gathering initial problem details from end users reporting hardware or software issues at a support counter.","Pre-configured operating system images — deploy to replacement workstations by following a checklist under senior technician supervision."]},"developing":{"label":"Developing","statements":["Routine hardware faults and software configuration errors — diagnose and resolve independently using diagnostic tools and knowledge base articles in a mid-sized business environment.","Operating systems and standard productivity applications — install, configure, and perform minor repairs on end-user machines with minimal oversight following approved specifications.","User inquiries about software operation and network connectivity — answer clearly and accurately, adapting explanations to non-technical audiences at a corporate help desk.","Equipment for new employee onboarding — set up and test including cables, peripherals, and licensed software in accordance with IT provisioning standards.","Technical manuals and vendor documentation — read and interpret to troubleshoot unfamiliar hardware or software issues within a defined support scope.","Communication logs and daily data transaction records — maintain and update consistently to ensure accurate documentation of all support activities.","System functioning during and after repairs — verify by entering commands and reviewing outputs to confirm resolution before closing support tickets.","Recurring user-reported problems — identify patterns across tickets and escalate systemic issues with supporting evidence to senior IT staff.","Internet directory services and remote support tools — use to locate resources and deliver remote assistance to distributed end users efficiently.","Basic user training on standard applications — provide informally in one-on-one sessions, adapting delivery to individual learning needs."]},"proficient":{"label":"Proficient","statements":["Complex hardware, software, and network problems spanning multiple systems — investigate and resolve autonomously using diagnostic reasoning and advanced troubleshooting methodologies in enterprise environments.","New system requirements and proposed modifications — confer with staff, users, and management to elicit, document, and validate technical specifications.","Performance of computer systems across an assigned environment — oversee daily, proactively identifying degradation trends and initiating corrective actions before user impact occurs.","Non-routine software failures and peripheral conflicts — analyze root causes using deductive reasoning and systems analysis, implementing durable fixes without supervisor involvement.","Technical support documentation including procedures, FAQs, and runbooks — author and maintain using document management software to ensure accuracy and organizational accessibility.","End-user training sessions on new applications and system changes — design and deliver using appropriate instructional strategies tailored to varied skill levels within the organization.","Judgment calls on escalation, workarounds, and service priorities — exercise independently under ambiguous conditions, balancing user needs against IT policy constraints.","Telecommunications and network configuration settings — review and adjust to resolve connectivity issues affecting individual users or small workgroups in a corporate LAN environment.","Graphics, web, and desktop publishing software — support and troubleshoot for specialized business units requiring design or publishing capabilities beyond standard productivity tools.","Service quality metrics and support trends — monitor and analyze to identify training gaps, recurring failures, and opportunities to improve first-call resolution rates."]},"advanced":{"label":"Advanced","statements":["Organizational IT support strategy and service delivery standards — define and implement across departments, aligning help desk operations with business objectives and budget constraints.","Requirements for enterprise-wide system upgrades or new technology adoption — lead stakeholder consultation with staff, management, and vendors to establish scope, priorities, and success criteria.","Junior and mid-level support specialists — mentor and develop through structured coaching, knowledge-sharing sessions, and constructive performance feedback.","Support policies, escalation frameworks, and incident response protocols — author and institutionalize to govern consistent, high-quality technical assistance across the organization.","Systemic infrastructure vulnerabilities and recurring failure patterns — identify through data-driven analysis of support records and system monitoring outputs, driving proactive remediation initiatives.","Vendor relationships and technology procurement decisions — evaluate and influence by translating operational support data into evidence-based recommendations for leadership.","Cross-functional IT projects involving hardware refresh, software rollout, or office relocation — lead coordination among support teams, stakeholders, and external contractors to ensure seamless execution.","Organizational knowledge management systems — oversee curation and governance of, ensuring technical documentation remains current, searchable, and actionable for all support tiers.","Support team performance indicators and SLA compliance — review regularly and present findings to management, recommending staffing, tooling, or process adjustments as warranted.","Emerging technologies relevant to end-user computing — evaluate through active learning and pilot programs, advising senior leadership on adoption readiness and workforce training requirements."]}}},"sources":{"onet":"v30.2 (CC BY 4.0)","crosswalk":"https://skillscrosswalk.com","generator":"LER.me"},"attribution":"© EBSCOed"}