Chicago Technical Support Services Manager Expects The Unexpected
Careers in technology continue to grow rapidly, there is a great need in the workforce for those who have skills and education in the technology field. The U.S. Bureau of Labor Statistics states the job outlook for the employment of computer and information systems managers is projected to grow 15 percent from 2012 to 2022, faster than the average for all occupations.
Rae Duncan holds a bachelor's degree in management of information technology systems from Judson University. She joined Elgin School District U-46 in 1997 as a support technician and then became a team leader for a group of technicians. In 2005, Duncan became the technical support services manager.
What are the responsibilities of your current role?
"My current role includes hiring, training and supervising the technical support staff. I also work on district-wide projects and have a project manager role each summer for our larger projects. I also take time to analyze what's happening in our support world by running various reports in our ticketing system. I can spot trends and identify where more training is needed, or if a specific piece of equipment has a poor fail rate."
What is your favorite part of your daily duties?
"The first is that I never know what each day will bring. Priorities change very quickly and crises occur, which need immediate attention. I thrive in that type of environment and get a lot of satisfaction from thinking on my feet and figuring out resolutions and work-a rounds to the various unexpected problems that arise in the world of technology. The second is that I totally enjoy helping people, so whether it's helping a technician or an end-user, I really enjoy that type of work."
Do you feel your education prepared you for your current role?
"Not always, a lot of my job involves fixing problems that are often dealing with logistics that took an unexpected turn or driving out to a school when half the network goes down, and there are hundreds of parents lining up to register students and a solution needs to be implemented immediately. My job involves technical knowledge but strong people skills are a necessity."
Do you have any advice for people who desire to pursue a similar career?
"Yes, asking questions so that you can identify how much time you really have to fix their problem is a worthwhile investment of a few minutes of your time. Also, giving people time to talk. I would say multi-tasking is a big part of my job and you have to think quickly and become adept at figuring things out quickly. I get to play with computers every day, I get to put out fires constantly, and I never know what each day is going to bring. All I know for sure is that my day will never be boring and, with any luck, I will have made someone's day better."
Michelle Guilbeau is a writer, reviewer, teacher and business owner living in Chicago, Illinois. She also has experience in school administration, literacy coaching and is proud founder of CraftKitsForKids.com and MichelleGuilbeau.com Michelle enjoys sharing her knowledge of Chicago, food, travel, education and parenting issues with her readers. Her work can be found on Examiner.com.
