Experience with the problems users face in daily operation is a valuable asset. When a problem occurs, you listen carefully, ask the appropriate questions to gather needed information and then take steps to solve it. Dealing directly with customer issues, you are one of the best sources of information on the product, and are consulted for information about what customers want and what gives them the most trouble.

You may start out on the help desk, walking users through the steps required to solve a problem over the telephone. As your experience and training increase, you may work with hardware and software installation and configuration.