IT Job Roles

OBJECTIVE 1.1.1: Individual IT job roles

The following sections will identify the various job roles in the IT industry, including the responsibilities, tasks, and skills they encompass. As you will see, many of the responsibilities and skills overlap, so distinctions between job roles are not always precise.

Tech Note

Many of the job roles listed in this section are integral components of most organizations. However, many are outsourced to contractors in the United States or sent offshore to be performed by qualified personnel in developing countries. By incorporating business and project management skills into your skillset, you will make yourself more marketable for employment in the U.S. IT industry.

Adopting a holistic perspective

Competent professionals working in any job role understand how their work affects others. Therefore, an IT professional must have a working knowledge of various IT concepts and practices relevant to the company. A holistic perspective—the ability to place a particular technology or practice in context with the entire company—is vital.

A holistic perspective in relation to IT involves understanding the needs of the business, as well as the various technologies required to design and deliver specific products. These products may be software designed by the company, services provided by the company or marketing pieces such as HTML-based email and Websites.

As you learn about the IT profession, take the time to consider how all of the job roles discussed here must work closely with each other in order to create effective business solutions.

End users

Even if you do not plan to become an IT professional, you still need to know how to use the various technologies found in the workplace. Deep knowledge of these technologies will help you excel as an employee. Knowing how IT works will help you use tools and applications more securely, as well.

As you learn about various technologies and job roles, ask yourself how you can learn more about the technologies used in your company. Develop a sense of curiosity about them. As you confront a technology that is new to you, ask yourself a few questions:

Where can I learn more about this technology?

Who can help me learn more about this technology?

How can I use this technology in a new, creative way?

Companies and Websites such as Google, Facebook, and Twitter all began with employees who took existing technologies and found ways to use them creatively. As a result, these individuals were able to create solutions and billion-dollar companies that benefit people every day.

For example, the creators of Google took the already-existing practice of using search engines and applied methods to rank and qualify search results based on sophisticated criteria. Facebook's creators applied social networking concepts and group-based communications and added games, chat and other features to create a compelling Website. Twitter's creators simply combined social networking and short, text-based communications to create what has fast become a universal way to inform people about your latest activities. Many companies use social networking to communicate with their customers. Figure 1-1 shows an example of a company reaching out to customers through a variety of social media outlets. You will learn more about social networking in a later lesson.

The figure shows various options for CIWcertified customers to connect on social media such as Twitter, Facebook, LinkedIn, and YouTube.

Figure 1-1: Communicating with customers using social media

Website designers

OBJECTIVE 1.1.2: Website designer job role

Website designers create the "look and feel" that visitors will see when they access a site on the Internet. Website designers determine the most effective site layouts, color schemes, navigational links and fonts to maintain visitor interest in the site. Site designers primarily establish the organization, mood and tone of the site relative to its content, with input from various parties. These parties include members of the marketing, sales and IT departments. In short, Website designers are responsible for developing the user interface and aesthetics of a Website, given input from those who know the company's audience and the company's technological abilities.

Website designers must understand Web development technology and be proficient in Web languages such as Hypertext Markup Language (HTML), Java, Python, JavaScript and C++; graphics applications such as Adobe Flash, Inkscape, Krita, Blender and GNU Image Manipulation Program (GIMP); and Website development applications such as Adobe Dreamweaver, Adobe Muse and Webflow. They must also possess good communication, organizational and visual design skills. Website designers work closely with other departments within organizations and with potential site viewers to determine the information and format that the site will present online.

Web designers may be responsible for developing sites that work in mobile device browsers as well as in traditional PC browsers. Many large companies design two separate sites: one traditional and one mobile. The mobile sites are usually stripped-down versions of the traditional sites. Mobile sites typically have few or no images, less interactivity and less appeal. With the advent of newer mobile devices, however, developers can now create one site used by both traditional browsers and mobile devices. The reason is that newer devices such as smartphones and tablets are capable of handling rich content and interactivity due to their larger screens and powerful processors.

One example of a specific Website designer job role is user interface designer. User interface designers ensure that a Webpage meets the expectations of the end user, as well as the expectations of the business. User interface designers also help ensure that a Webpage meets cultural expectations; is accessible by people with disabilities; and works in various browsers, including those found on mobile devices.

Figures 1-2 and 1-3 show two different designs for the same Website banner. Figure 1-2 shows a Webpage banner with basic formatting applied. A Website designer may look at this page, determine that the page will not effectively grab the attention of potential viewers, and change the formatting and color scheme to make the page more interesting, thereby increasing viewer awareness of and participation in the Website.

The figure shows a website design. It displays a plain webpage. At the top, the company name is displayed as 'uCorp' and below it, six tabs are displayed from left to right as Home, Assignment, Class Note, Resources, Students Pages, and Project Management.

Figure 1-2: Website design — plain Webpage

Figure 1-3 shows the same Webpage banner with more elaborate formatting applied. Notice that this Webpage banner is more interesting and easier to read than the preceding one.

The figure shows a website design. It displays a more interesting webpage with an added background image. At the top left, the company name is displayed as 'uCorp' and five tabs are displayed next to it, from left to right as Home, About, Services, Partners, and Contacts. At the top right, a login button is displayed.

Figure 1-3: Website design — more interesting Webpage

In the following lab, you will review basic Website design concepts. Suppose you are the Website designer for your uCorp. Your project manager has asked you to prepare several prototypes of the About Page on the company's Website. What formatting attributes or images would you use to increase the page's visual appeal?

 Files for Lab 1-1: Exploring basic Website design concepts

Create a folder named "CIW" and keep the downloaded files in it.

Lab 1-1: Exploring basic Website design concepts

In this lab, you will modify an HTML page to make it more aesthetically pleasing and informative.

First, you will view the existing HTML page and consider ways to improve it. Open the File Explorer and C:\CIW\Internet\Lab Files\Lesson01 folder. Be sure to unzip the files if they are zipped.

Double-click the Lab_1-1 folder, then double click about.html. This step opens your default browser and displays the Webpage shown in Figure 1-4.

Note: If you want to display file name extensions in File Explorer, select Organize | Folder And Search Options, then click the View tab. Deselect Hide Extensions For Known File Types, click the Apply button, then click OK.

The figure shows a webpage in a browser window. At the top left, the company name is displayed as 'uCorp' and four tabs are displayed next to it, from left to right as Home, News, Contact, and About. The tabs are displayed on the right from top to bottom as Home, News, Contact, and About. The About tab is shown as selected. On the right, a heading is displayed as "What Makes Us Tick!" and below it the company description is shown.

Figure 1-4: Viewing Webpage for design qualities

Consider the following points about this Webpage:

The page provides a clear description of the uCorp company and their various methodologies.

The page contains some graphical content, such as the side bar. The World Wide Web lends itself to graphical content. If you add the right image, you will better convey the page's message. An image can also increase the attractiveness of the page.

What technologies are necessary to deliver this page? Consider the different parties that need to coordinate with each other in order for this to occur, including network engineers, server administrators, database administrators and designers.

Suppose that as a Website designer, you have decided to add an image. Working with a graphic artist, you have created an image and want to insert this image into the page.

Next, you will change the HTML file so that it is more aesthetically pleasing. Close your browser window.

In the img folder of the Lab 1-1 file folder, double-click logitech-speakers-microsite-banner-lg.jpg to display the image that you will add to enhance the existing Webpage.

Close the image file.

In File Explorer, right-click about.html, then click Properties. The Properties dialog box will display.

Verify that the Read-Only check box is deselected, then click OK. This step ensures that you will be able to edit the HTML file.

In File Explorer, right-click about.html, then click Open With | Notepad. This step opens the Notepad application. You will see the HTML code display in the Notepad window.

Scroll down approximately half of the file until you see the two gap spaces immediately after the following line of code:

</div>

In the white space below the </div> element, type the following code:

<div class="right-side">

        <img src="img/logitech-speakers-microsite-banner-lg.jpg" alt="logitech-speakers-microsite-banner-lg" class="banner">

Note: Ensure that the above code is typed exactly as written. You can also copy the code from the code_to_add_image.txt file in your lab folder.

The HTML code (including your newly inserted code) should match Figure 1-5.

The figure shows the inserted HTML code.

Figure 1-5: Inserting HTML code

Press CTRL+S to save the changes, then close the Notepad window.

Open about.html in your Web browser. The modified Webpage should appear as shown in Figure 1-6.

The figure shows an improved webpage in a browser window. At the top left, the company name is displayed as 'uCorp' and four tabs are displayed next to it, from left to right as Home, News, Contact, and About. The tabs are displayed on the right from top to bottom as Home, News, Contact, and About. The About tab is shown as selected. On the right, below the tabs, an image is shown and a heading "What Makes Us Tick!" is shown below the image. The company description is shown below the heading.

Figure 1-6: Improved Webpage

Consider ways that adding this new image helps convey the message contained in this page's text. You have just helped enhance the design of this page.

Close the browser window.

In this lab, you considered Website design issues and modified a page. You now have a better understanding of the Website designer job role.

Web application developers and Web architects

OBJECTIVE 1.1.3: Web architect vs. Web application developer

Web application developers use Web programming languages or products to develop Websites, generally for Web server applications. Web application developers design, build and test the Webpages and hyperlinks that form the site. Web application developers must be proficient in programming and scripting languages such as Java, JavaScript, C++, Perl, and others.

Web application developers may also lead project teams that design Web applications, so strong project management and analytical abilities are desirable skills for this job role.

Web architects are responsible for the overview plan of a Website's development. They consult with the management team and Website users to design and implement the plan for developing and maintaining the organization's Website. They often manage Website designers and Web application developers to design, develop, document, and maintain the organization's Web presence. Web architects must have solid project management, organizational and communication skills in order to provide technical leadership to an application development staff.

Mobile application developers

OBJECTIVE 1.1.13: Mobile Web application developer job role

Mobile application developers use many of the same skills and technologies as Web application developers to create applications for devices such as smartphones and tablets. These devices are capable of running powerful applications, graphics, and multimedia. There are two ways to serve Web information to mobile devices: mobile Websites and mobile apps.

Mobile Websites — Websites designed specifically for mobile device browsers. Mobile Websites are typically created with traditional Web development tools, but designed for smaller screens.

Mobile apps — Applications created specifically for mobile operating systems, such as Google Android or Apple iOS. The apps are downloaded from a specific site, such as Google Play or Apple iTunes, onto the mobile device. Some apps feature content that mirrors the information found on traditional Websites, such as Amazon or YouTube. Other apps include games, office applications, photo editing software, and social networking apps.

As technology progresses, Web application developers and mobile application developers will likely become the same job role. This is due to the convergence of traditional Websites, mobile Websites, and mobile apps. Web developers will be able to use their design skills in all three environments.

Website analysts

OBJECTIVE 1.1.4: Website analyst job role

Website analysts are responsible for analyzing Website effectiveness from the viewpoints of both the organization and the end-user. Analysts may design and conduct user surveys to obtain feedback about Website features, then provide recommendations to improve the site's effectiveness. Analysts may also develop and monitor Website tracking methods to determine the number of visitors, or "hits," a site receives.

Good analytical and communication skills are required for Website analysts. Analysts gather and analyze statistical data, and often work with IT and marketing departments to recommend ways to increase a Website's effectiveness. An analyst can also spend a considerable amount of time writing HTML, as well as creating graphics and writing client-side code such as JavaScript and C++.

Figure 1-7 shows an example of a Website usage summary report generated by a Website analyst. The report indicates that Web traffic remained relatively steady for several months, then declined dramatically in August. A Website analyst would use these statistics, along with other research, to provide information to marketing and sales departments about their efforts. For example, if data shows that traffic increases with concentrated marketing efforts, then the Website can be used to measure marketing success.

The figure shows a website usage report. It displays the Site Usage, Goals Overview, and Traffic Sources Overview. The Site Usage section shows the number of visits, pageviews, pages/visit, bounce rate, average time on site, and percentage of new visits. The Goals Overview section shows a graph of goal conversions. The Traffic Sources Overview section shows a pie chart with four colors such as red, green, yellow, and blue, which represents the Direct Traffic, Referring sites, Other, and Search Engines, respectively.

Figure 1-7: Website usage report

A Website analyst will probably be called to examine the data further to see whether decreased traffic has translated into decreased profitability for the company. Data analysis also has technical uses. For example, you can review usage statistics to help the IT department plan for increases in Web activity that accompany concentrated marketing efforts. It may become necessary to obtain a larger server or plan for more bandwidth if Web traffic is anticipated to increase dramatically.

Finally, an analyst may be asked to make technical changes to the site. Such changes may include modifying HTML, updating server-side scripts to eliminate errors, and fine-tuning database connectivity. One common activity of a Website analyst is to look for evidence of locations at which visitors become confused, or get sent to missing pages, called dead links. One possible indicator of a dead link is the "404 - Page Not Found" error, which you may see in a Web server log file. Regardless of the specific activities you undertake, if you are an effective Website analyst, your Website will operate more efficiently, from both a sales-and-marketing perspective and a technical perspective.

Website managers

OBJECTIVE 1.1.5: Website manager job role

A Website manager in a large organization generally manages the Web development team. A Website manager in a small company could perform all the Web development job roles discussed previously. In short, Website managers provide organizational leadership for Website content and all related initiatives.

Website managers are typically involved in standardizing the content, style, design and development procedures required to create and maintain an organization's Website. Site managers also assess the costs and benefits of implementing these standards. Site managers may also evaluate alternative Web technologies and standards, and train Web designers and application developers.

Website managers do not necessarily need to possess highly technical skills. However, they must demonstrate the ability to remain up-to-date in their knowledge and understanding of current Web technologies and processes. Site managers must also possess the ability to analyze, interpret and integrate a wide variety of data, evaluate Web resource utilization, forecast customer and organizational site needs, and anticipate and resolve ethical issues related to site content and design.

Database administrators and database specialists

 OBJECTIVE 1.1.6: Database administrator job role

Databases store and manage information. Databases are used in all areas of an organization to store information related to employees, vendors, customers, inventory, resources and so on. The power of databases lies in their ability to organize, sort and access information to meet specific user requirements.

Database administrators are responsible for the maintenance and security of an organization's database resources and data. They are also responsible for researching and analyzing the latest database technologies and developments, and for providing recommendations to senior management about database use and information management procedures and standards.

Database administrators develop and implement database maintenance plans to check the integrity of the data, manage the physical resources necessary to store and manipulate the data, administer and enforce data usage standards, and audit database systems to maintain system performance. Database administrators also manage backup and recovery procedures to prevent data loss and apply database software upgrades and repairs as needed.

Database administrators must be able to judge system effectiveness and efficiency, analyze information to propose solutions and solve problems, evaluate the impact of resource allocations, and communicate effectively with senior management when discussing the benefits and risks of proposed technology solutions.

Specializations

The database administrator is just one database-oriented job role. Other database specializations include:

Database designers — Individuals who plan the logical and physical database structure. This type of specialist is important because a poorly designed database will cause serious performance and data-retrieval problems. These problems have become very common in the IT industry. Database designers also analyze a company's business requirements to make sure that the database fulfills these requirements.

Database engineers — Specialists who build physical architecture to create scalable database solutions. Database engineers make sure that different database servers can communicate with each other properly. They also know how to "distribute" databases, which means that multiple databases can act as one. These individuals also make sure that data is copied from one database to another properly, a process called replication.

Database analysts — Individuals who study the data carefully. They also provide analytical data to enhance database performance and ensure that the company databases are fulfilling business goals.

Database security engineers — Individuals tasked with ensuring that databases are being accessed only by properly authenticated users. It also includes those who understand how to recover data in case of a man-made or natural disaster.

Business intelligence analysts — Individuals who are experts at mining databases for information, then creating functional specification documents based on this data to help a business create solutions for its customers. These individuals manage data miners.

Server administrators

OBJECTIVE 1.1.7: Server administrator job roles

Server administrators are responsible for designing, implementing, managing and maintaining network servers, and associated applications and peripheral devices. Server administrators may also implement policies and procedures for ensuring the security and integrity of the servers and network, and protect the network from viruses and other intrusion threats, such as hacking. Other responsibilities include providing technical assistance and training to IT staff and system users, troubleshooting server and network problems, implementing cost-effective solutions, suggesting and implementing system improvements, and providing data backup services. A server administrator is shown in Figure 1-8.

The figure shows a server administrator.

Figure 1-8: Server administrator

Server administrators should be proficient in a variety of network operating systems and applications, such as Windows, UNIX/Linux, Microsoft Internet Information Services (IIS), Microsoft SQL Server and Microsoft Exchange. They should also be familiar with Web technologies such as HTML, Extensible Markup Language (XML) and File Transfer Protocol (FTP), and applications such as Adobe Dreamweaver.

Server administrators must be familiar with cloud computing. Cloud computing are software services that are provided over the Internet, rather than at a company site. For instance, in the past, companies had to have a server room with Web, email, file and database servers. These servers can now be located in the "cloud" (i.e., a remote data center that is accessed over the Internet). For example, the company Website can be hosted by GoDaddy.com. Email can be provided by Google's Gmail service; file servers can be provided by Microsoft OneDrive; and database servers can be provided by Amazon Web Services (AWS). Each of these companies has a data center, or server farm, with hundreds or perhaps thousands of servers that share resources with one another. The ability to share resources keeps the costs relatively low for customers.

Server administrators are needed to configure and maintain these cloud servers. This can be done at the actual data center with rows of rack-mounted blade servers, or virtually at your company's headquarters. Even if a company moves its IT services to the cloud, someone has to configure, maintain and secure them.

In addition to possessing strong technical skills, server administrators must display strong communication skills so they can distill complex server and network issues into understandable concepts upon which senior management can make decisions and users can take action. Communication skills also include project management skills, as you will learn later in this lesson.

Server administrators can be classified into subcategories, such as Web server administrators or email/groupware administrators. Web server administrators are responsible for servers that act as gateways between the organization and the Internet. Email/groupware administrators are responsible for network servers upon which email clients and groupware (software that enables groups of people in a local area network [LAN] to organize their activities) are located. Email/groupware administrators install and maintain email clients, develop and maintain security procedures to protect the integrity of electronic data transfers, and analyze and recommend improvements for email utilization, capacity and performance.

Network engineers

OBJECTIVE 1.1.8: Network engineer job role

Network engineers focus on the design, implementation, delivery, and support of network components, policies, and procedures used by an organization. Network engineers are responsible for configuring and testing network devices, and setting up and maintaining the network infrastructure. Network engineers also analyze, design and implement networking technologies to better meet the needs of the organization and the network users. Network engineers support and maintain network devices such as Web servers, email servers, routers, connecting cables and so forth. Network engineers may also be responsible for system security, data backup, disaster recovery planning, and virus protection.

Network engineers must be able to implement LANs and wide area networks (WANs), and be proficient in a variety of networking skills, such as routing and switching, network traffic analysis, and device configuration and testing. Network engineers must also be knowledgeable in a variety of network technologies and protocols, such as network communication media, Virtual Private Networks (VPNs), firewalls, Internet Protocol version 4 (IPv4) and Internet Protocol version 6 (IPv6). Network engineers must also possess excellent communication skills to be able to present technical information in an understandable way to management, non-technical associates and customers.

Convergence Technologies and Information Technology

Traditionally, telephone networks have been limited to sending voice data (e.g., telephone calls). Since the mid-1990s, however, telephone networks have increasingly transported network-based data. Any equipment used to carry voice/data and run by telephone companies is called a telephony network. Similarly, data networks have traditionally been limited to sending standard network data (such as files from a Windows client to a Windows server via TCP/IP). Increasingly, however, voice and data networks have been combined, or converged, creating convergent networks.

Convergent networks can help reduce the cost to companies and organizations. Increasingly, Internet connections are used to carry voice communication. Network engineers are often asked to manage these networks.

Cloud Computing

As you have learned, the cloud provides software services over the Internet. Network engineers are required to set up and maintain cloud networks.

Cloud networks typically involve a data center or several data centers, that can behave as one network. File storage services, such as Google Drive or Microsoft OneDrive, may span hundreds or thousands of servers on the network. Software such as Apache Hadoop allows these servers to work together and behave as one server that can be centrally administered.

Security managers and security analysts/consultants

OBJECTIVE 1.1.9: Security manager vs. security analyst/consultant

Security managers are responsible for managing the security measures used to protect electronic data. They maintain the software and procedures necessary to protect the confidentiality and integrity of information and legitimate access to it. Security managers perform security risk assessments, prepare for disaster recovery, monitor security control systems to ensure that appropriate security clearances and information access levels are maintained, and work with other departments to maintain secure data and information flow. Security managers may also implement and document the organization's security policies and procedures, provide security training to management and employees, and monitor and recommend advancements in information security technologies.

Security managers have grown in importance as cloud computing has become more popular. Security is often the top concern of business leaders when moving to the cloud. For example, will proprietary information be safe in the cloud? Will the servers be safe from viruses, worms, and other vulnerabilities?

Businesses typically assign several security managers to work with the cloud service provider in order to maintain the security of the data, accounts, services and access permissions. Cloud activity must be monitored. For example, who has access to your company data? Network engineers and server administrators at the cloud service provider will typically have access to it, or at least have the ability to access it. Security managers must work with the provider to ensure the data remains safe.

Security analysts/consultants are responsible for examining an organization's security requirements and determining the hardware, communications and software capabilities needed to satisfy the requirements. Security analysts/consultants may lead project teams that perform risk assessment, information security program development and implementation, network security architecture review and design, product reviews, and security solution deployments.

In addition to the technical skills related to information security, security analysts/consultants should have strong project management, consulting, and communication skills. They will often manage security-related projects, write technical reports understandable to non-technical readers, and communicate recommendations to senior management.

Security managers and analysts/consultants should possess knowledge of server operating systems (Windows, UNIX/Linux, etc.) firewall technology, virus-scanning software, security management software, security assessment software, intrusion-detection systems, VPNs, and so forth.

SEO analysts

Search engine optimization (SEO) is the process of improving the volume and quality of traffic to a Website based on the relevance of the site to search terms entered into a search engine. Generally, the higher a site ranks (i.e., the earlier it appears in search engine results pages), the more searchers will visit that site, as shown in Figure 1-9.

The figure shows 1,29,000 search results for CIW certification on the Google search page. The estimated time for these search results is 0.55 seconds.

Figure 1-9: CIW certification search results

SEO analysts are responsible for performing keyword research to determine the visibility of Websites across multiple clients and search engines. SEO analysts will often work with the marketing team to develop interactive marketing strategies to increase Website visibility.

SEO analysts should have a basic knowledge of HTML, CSS3, C++, JavaScript, and other programming languages; experience in keyword research; and familiarity with search engine ranking, traffic, and analysis software. SEO analysts should also possess strong analytical and writing skills, as well as communication and teamwork skills. Analysts must be able to analyze and summarize data, and present analytical reports.

Web marketing managers

OBJECTIVE 1.1.12: Web marketing manager job role

Web marketing managers are responsible for developing and implementing plans to take advantage of the sales and marketing opportunities available through the Internet. They help define their companies' objectives for using electronic commerce (e-commerce) and decide which computer applications are needed to achieve them.

Internet marketing managers must possess knowledge of Internet-based applications and be able to analyze Website traffic in order to develop recommendations to improve their companies' search engine optimization capabilities. Internet marketing managers must also possess business management and project management skills in order to develop budgets for projects, monitor project costs, provide status reports to management, and incorporate feedback from management. They must also possess strong analytical and writing skills, as well as communication and teamwork skills.

Blog managers

Blogging has become increasingly important to marketing a company, product or service. A well-run blog will discuss relevant topics. A blog manager has the following responsibilities:

Publishing articles in a timely manner.

Ensuring that content is relevant.

Enforcing quality control, including proper tone, grammar, and spelling.

Maintaining the blogging site or account.

Coordinating writers to ensure that entries are made consistently.

Archiving and organizing blog, audio and video entries so that content can be searched and retrieved for later use.

Managing talent, because many bloggers feel a sense of celebrity and think they need not keep to a schedule. A blog manager should understand how to work with these types of personalities.

PC and mobile device repair technicians

OBJECTIVE 1.1.10: PC and mobile device repair technician job role

Personal computer (PC) repair technicians install, modify and repair personal computer hardware components, such as PCs, disk drives, CD/DVD drives, monitors, keyboards, data input devices, and other peripheral equipment. PC repair technicians also install software, such as PC operating systems and application programs. PC technicians should be familiar with the operating system and application program functionality in order to test and modify system functions to ensure proper performance.

PC technicians need to possess communication skills in order to provide technical assistance and training to end-users, answer user inquiries regarding PC operations, diagnose hardware problems, and provide solutions. In addition, PC technicians must be able to use standard shop tools, such as soldering equipment, power tools, and hand tools. PC technicians also need to be aware of standard safety procedures associated with the repair and maintenance of electronic equipment.

Mobile device repair technicians work with broken mobile devices such as smartphones and tablets. Most non-functional parts on a mobile device are simply replaced. The most common problem is a broken screen or digitizer. Digitizers usually must be pried off and a new one must be glued on. Many pitfalls exist with mobile device repair because the components are small, crammed together and delicate. For example, screen replacement often damages the wireless antenna or home button functionality.

Additional mobile device repairs include replacing the liquid crystal display (LCD) component, battery, power button, speakers and connectors. Water damage is also a common occurrence. Mobile devices may require data backups, restorations, and configuration setting changes.

Mobile device repair technicians require the same communication and troubleshooting skills as PC repair technicians. The tools are mostly the same, except mobile device technicians require tools for the smaller and glued-together components.

Help desk technicians

OBJECTIVE 1.1.11: Help desk technician job role

Help desk technicians diagnose and resolve users' technical hardware and software problems. Help desk technicians typically receive questions from users who are having problems using desktop, laptop, smartphone or tablet hardware or software, or who want to know how to use a specific software application. Technicians must use their knowledge of hardware, operating systems, applications, and any relevant procedures to determine the sources of problems and provide solutions. Technicians may need to research problems with co-workers, programmers, IT staff, hardware vendors or software vendors in order to provide solutions. Technicians may also be involved in testing hardware and software to evaluate their ease of use, and to determine their applicability to the current work environment.

Help desk technicians must possess knowledge specific to the hardware, operating systems, and software used by the organization. They must also possess strong communication skills to effectively discuss, troubleshoot and solve user problems, usually by telephone. Help desk technicians may also be responsible for documenting their troubleshooting and problem-solving activities, escalating problems they cannot solve that require immediate resolution and making recommendations to senior management to streamline or improve help desk functions.

Project management and IT responsibilities

The following additional skills are necessary to become a successful IT professional:

The ability to plan projects, which includes estimating costs for software, hardware and labor, as well as working with management to obtain project approval.

Writing skills, so that plans can be distributed to all relevant individuals.

The ability to work with vendors to obtain cost and time estimates for the proper software and equipment.

All IT workers must have some project management skills to excel at their positions and lead projects.

IT job skills in the future

In most organizations, the current IT career model approximates a pyramid with many entry-level positions at the bottom, and fewer positions available as you move up the hierarchy. Some IT managers believe that the future IT career model will be diamond-shaped: few entry-level jobs (because of offshore outsourcing of many IT positions), many mid-level positions, and few high-level positions.

In the diamond-shaped model, managers foresee a lack of experienced professionals to fill the mid-level positions. Smaller companies that do not outsource due to scale may be the source of mid-level IT jobs required in larger organizations. It is increasingly important that IT professionals possess general business knowledge, negotiating skills, intercultural skills and project management skills. Figure 1-10 shows IT professionals collaborating on a project.

The figure shows IT professionals collaborating on a project.

Figure 1-10: IT professionals require interpersonal skills as well as technical skills

As an IT professional, you must be able to make informed decisions and fulfill commitments. If your company has outsourced some of its positions and you are working with foreign personnel, you may be able to avoid typical cross-cultural problems by doing the following:

Learning common greetings or phrases in other languages.

Learning about common cultural misunderstandings so you can avoid them.

Developing good listening skills to better understand processes, issues and so forth that may be communicated to you in various ways.

Developing good communication skills to better disseminate information to those with whom you work.

Exercise 1-1: IT Job Roles