The human factor in computer network support
“End user” is a useful term for network support
professionals, but we believe the most important thing to remember is that “end
users” are people. Most of us don’t understand the computers we use more than
we understand the cars we drive. Just as we trust our “car mechanic” to help us
with problems, we also need to trust our network support team.
computer
network support specialist education requirements
Trust is all the more important in a computer network
because of the great variety of things that can go wrong every day. Information
technology is a practice in many ways, just as medicine is a practice. (With
the exception that we humans are infinitely more valuable than computers!) We
know so much about the human body and science, but we don’t know that much.
Much is unpredictable. There are many organic systems and there is a large gap
in knowledge about how the systems interact. The same is true in the computer
world. In the information technology industry, we use the term: “In the Wild”.
Once a computer system or application is created, it is tested under a variety
of circumstances. However, it cannot be tested in all circumstances. When a
computer system or program is finally released to the public, it is supposed to
be “In The Wild”. We cannot predict everything that will happen when a computer
system or application comes in contact with other systems or applications with which
it has never been tested. This alone introduces a great deal of inaccuracy and
experimentation in problem solving. To be successful, a network support
specialist must be a good researcher and rely on basic logical rules.
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