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Professional Communities
Systems Support

End User Technology

Definition of End User Technologies

The Systems Support Community is comprised primarily of individuals who enable the use of technology on campus. End user technologies is a term used to describe general technology that is used by the majority of employees at Brigham Young University. The most common forms of end user technology include computer hardware and peripherals, software, operating systems, email, printers, phones, etc. The End User Technologies competency is designed to ensure that community members have the knowledge, skills, and ability to support other employees in their use of these technologies.

Assistant: The Assistant has a basic knowledge of end user technologies that is one step above the knowledge of a standard user. The assistant should feel comfortable setting up new equipment and troubleshooting simple problems with both hardware and software. The assistant should have good people and communication skills.

Associate: The Associate has knowledge and experience in a broader range of End User Technologies than the Assistant. These technologies will typically include items like: phones, printers, scanners, projectors, monitors and basic networking. The Associate is expected to be able to install, configure, and troubleshoot these technologies for common problems.

Senior Associate: The Senior Associate should have in depth knowledge of the various end user technologies deployed across campus. They should also possess a level of experience that makes them comfortable troubleshooting most technical issues and know the proper escalation path for problems that they cannot solve.

Professional: The Professional should have knowledge equal to that of a 4-year degree in information technology, computer science, or information systems. In addition to knowledge the professional should have experience supporting various end user technologies in a professional setting. The Professional should install confidence in others with their ability to accurately resolve technical problems.

Senior Professional: The Senior Professional should be considered an expert in their filed. A Senior Professional should have the knowledge, skills, and abilities that equate to an advanced degree or comparable time in their field of expertise. The Senior Professional should be very adept at solving complex technical problems concerning end user technologies.

Principal: The Principal has in-depth knowledge of all aspects of End User Technologies. This knowledge is used to make departmental purchasing and management decisions. The Principal also uses their extensive knowledge to tutor, train and guide fellow community members is the use and support of End User Technologies.

How to Develop Skills in End User Technologies

University Courses:

  • Information Systems
  • Computer Science
  • Information Technology

Training / Other Courses:

  • LinkedIN Learning
  • PluralSight
  • CompTIA A+ Cert Prep
  • Computer Components and Peripherals for IT Technicians
  • Troubleshooting Common PC Issues for Users
  • Help Desk Handbook for End Users
  • Computer fundamentals: Hardware
  • Understanding Server Hardware

Professional Associations / Certifications:

  • CompTIA A+
  • ACMT: Apple Certified Macintosh Technician
  • Dell Certified Technician
  • ITIL / ITSM (Current version)
  • Microsoft Office Specialist (MOS)
  • Microsoft Technology Associate

Books / Publications:

  • Coming Soon

Experiences that can assist the employee in his/her development:

  • Job shadow in the OIT Operations Support Center
  • Job shadow another CSR support group on campus
  • Attend monthly Campus CSR meetings
  • Be active in the CSR community on campus
  • Build a computer from components, configure the BIOS, install and configure various operating systems
  • Set up and configure a USB, network, and Wi-Fi printer
  • Create knowledge base articles
  • Create training documentation for End User Technology
  • Train a student employee, or another CSR on End User Technology
  • Build a small personal network using a router and at least 3 computers.
  • Create a departmental technology inventory.
  • Attend technical conferences, trainings and certification courses.
  • Fix lots of broken things

How to Demonstrate Skill in End User Technologies

DO: Describe what you did in completing / achieving your development plan

ASSESS: Share, if applicable, any assessments that were taken / provided related to your activities

LEARN: Explain what you felt that you were able to learn during your journey / experiences

APPLY: Give specifics examples where you have / plan to make direct application to your work

REFLECT: Review / consider things you would have done differently had you had this experience earlier