Help! My computer isn’t working! What am I to do?

Do I have a virus? Trojan horse? Scary! I think I need a computer support specialist. What options do I have? How much does it cost?

This site offers an overview for those facing issues like this.

A computer support specialist’s service or technical support service is often subdivided into tiers, or levels, in order to better serve a business or customer base. The computer support service is generally classified as Level 1, 2, and 3. The number of levels a business uses to organize their technical support group is dependent on a business’ need, want, or desire as it revolves around their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. A common support structure revolves around a three-tiered technical support system.

Computer Support Specialist Level 1 - This is the initial support level responsible for basic customer issues. Also known as first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions. The first job of a Level 1computer support specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. Understanding the problem is sometimes half the battle. When analyzing the symptoms, it is important for the computer support technician to identify what the customer is trying to accomplish so that time is not wasted on “attempting to solve a symptom instead of a problem.” Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while “possibly using some kind of knowledge management tool.” This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues. Nevertheless, the goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.

Computer Support Specialist Level 2 - This is a more in-depth technical support level than Levl I containing experienced and more knowledgeable personnel on a particular product or service. Basically Level 2 computer support involves more advanced technical troubleshooting and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. This is a key element in meeting both the customer and business needs as it allows the technician to prioritize the troubleshooting process and properly manage his or her time. If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to the Tier III technical support group. In addition, many companies may specify that certain troubleshooting solutions be performed by this group to help ensure the intricacies of a challenging issue are solved by providing experienced and knowledgeable technicians. This may include, but is not limited to onsite installations or replacements of various hardware components, software repair, diagnostic testing, and the utilization of remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem.

Computer Support Specialist Level 3 - This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues. Note that Tier III technicians have the same responsibility as Tier II technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized. If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Tier I and/or Tier II technicians simply failed to discover the proper solution. Upon encountering new problems; however, Tier III personnel must first determine whether or not to solve the problem and may require the customer’s contact information so that the technician can have adequate time to troubleshoot the issue and find a solution. In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem. Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis.

Remote PC repair or Remote Computer Repair is a method for troubleshooting software related problems via remote desktop connections. Technicians use software that allows the technician to access the user's desktop via the Internet. With the user's permission, the technician can take control of the user's mouse and keyboard, transfer various diagnostic and repair applications to the user's desktop, run scans, install antivirus programs, etc. If the remote service permits it, the technician can even reboot the PC and reconnect remotely to continue his work without the user needing to assist.

Common repairs available with online computer support specialist providers are computer virus and spyware removal, computer optimization, registry repair, device driver issues, Web related issues, and Windows security updates. Generally, only software can be "repaired" remotely; a computer with a broken hardware component such as a motherboard or hard disk can in some cases be diagnosed, but must be repaired in person.