At one point or another, just about everyone has to call tech support for assistance. And since it seems as though our gadgets often turn on us at the worst possible moment, it’s important that the person you get on the phone or call up to your office is knowledgeable and patient.

Rain Laliberte is the Providence branch manager of Robert Half Technology, which provides companies with temporary and full-time IT employees through its more than 100 locations worldwide. She talked with Providence Business News recently about what makes for a good tech support staffer.

PBN: We hear a lot about help desk and tech support employees being outsourced, usually overseas. But is there still a demand for trained tech support people here in the U.S.? What about locally?

LALIBERTE: Yes, help desk and tech support professionals are in strong demand in the U.S. and locally. Some of our clients have found that they have more control over the quality of service that they provide to their customers by keeping the technical support function in house.

PBN: How much effort do most companies put into finding their tech support staff?

LALIBERTE: Companies are putting a lot of effort into the hiring process to ensure they’re extending an offer to the right candidate. Once these candidates are hired, companies are taking it a step further – really doing as much as they can to retain this valuable tech support staff. We’re seeing companies invest in the tools and training programs needed to help realize the maximum potential of their employees. Instituting a great training program is one way to develop a more skilled, productive team and employees are more likely to stay on board at an organization when they are being properly trained and challenged.

PBN: What skills should companies look for when hiring tech support personnel?

LALIBERTE: Companies should look for employees who have a variety of soft skills, including strong customer-service skills, trouble-shooting and problem-solving skills, time-management, communication and other personal-development skills.

Applicants who complete training programs or seek professional certifications are also very attractive to companies right now. IT skills are changing so rapidly that even seasoned IT professionals need constant skills evaluation and training. Companies want to see that their employees are keeping up to speed.

PBN: Do you see more demand for tech support in the next decade?

LALIBERTE: Our fourth-quarter IT Hiring Index showed help desk and technical support positions would experience the most growth this quarter and we expect that trend to continue. Demand for support staff will remain strong as commercial applications from vendors continue to become more complex. Highly-skilled professionals who can help implement and manage these systems will be highly sought. Also, as operations for multinational organizations become increasingly globalized, demand for multilingual help desk staffers will also rise.

PBN: What are some of the stranger help desk queries you have heard about over the years?

LALIBERTE: Help desk professionals play a critical role in IT, but there can be a more humorous side to their job. In a recent RHT survey, we found help desk staff received some unusual inquiries including, “Why isn’t my wireless mouse connected to my computer?” and “Can you rearrange the keyboard alphabetically?”

Aside from the odd requests they may occasionally receive, help desk professionals are in strong demand. •