| Technology continues to change at a rapid pace and firms are challenged to ensure that technology workers, including computer support specialists, have the right set of skills to address new and emerging technologies as well as to maintain legacy systems. Furthermore, expectations for soft skills such as customer service, project management, and organizational expertise continue to be high. A concerted effort on behalf of the employer and the technology employee is important when determining which skills are most relevant and how to best develop skills that are not currently present. The purpose of the study is to identify and evaluate best practices for designing and delivering training programs for computer support specialists. An effective training program includes both technical and non-technical courses as well as formal and informal offerings. When firms invest in training for computer support specialists, they can realize a positive change in employee engagement and performance.;Keywords: computer support specialist, employee engagement, performance, skills, technology, training. |
