CHAPTER 6 6 People Syllabus outcomes 5.5.3 Describes and compares key roles and responsibilities of people in the field of information and software technology. Overview This chapter examines the roles and responsibilities of people in the field of information and software technology. Careers are divided into three sections: system development; operations and maintenance; and end user support. Each section describes a range of career opportunities and career paths.
6.1 System development People in system development are involved in the planning, design and construction of a computer system. There are a number of career opportunities, such as project managers, systems analysts, programmers, software engineers, computer engineers, multimedia specialists and web designers. Project managers Project managers supervise all aspects of a project (see Figure 6.1). Project managers are required to determine the goals of the project, a costing of the project and ensure the project is delivered on time. Project managers are also responsible for resolving any conflicts and checking the work of each member of the team. A project manager only needs a broad understanding of the information technology industry. However, project management does require good interpersonal and Figure 6.1 Project managers supervise their teams leadership skills. Systems analysts Systems analysts solve computer problems and enable information technology to meet the needs of the user. They help an organisation realise the maximum benefit from its investment in equipment and personnel. Systems analysts are involved in the planning, implementation and maintenance of the computer system. They must have good management and personal skills to be able to interview users of the system, determine their hardware and software requirements and develop a plan of action. Most systems analysts have university degrees in either computer science or business. They must have a broad knowledge of computers and keep up-to-date with recent developments in information technology. They are often required to test new products. Systems analysts are given a variety of titles such as computer analyst, systems consultant, or systems officer. 128 HI Tech: Information and Software Technology
Programmers Programmers design and write software. A programmer depends on a systems analyst to provide a detailed description of the user s requirements. This description is called the design specifications. A programmer writes programs using a programming language such as Visual BASIC, PROLOG, Java or C++. It is common for several programmers to work together as a team under a senior programmer s supervision. Programmers usually have completed a degree at university. There are two types of programmers, the systems programmer and the application programmer. A systems programmer writes the systems software such as the operating system. For example, they could make changes to the way the CPU communicates with peripheral devices or the relationship between workstations on a network. An application programmer writes software to handle a specific job such as a program to track inventory. The software may be written by revising an existing software package. Application programmers are usually focused on business, engineering or science. Software engineers Software engineers design, create and modify software to solve a computer problem. They are focused on developing software products including the certification, maintenance and testing of the software. Most software is very large and complex. It is often built by a team of experts guided by a software engineer. The team includes programmers, engineers, designers and marketing people. Software engineers must have good programming skills and a detailed understanding of software technologies. They are more concerned with developing algorithms than writing the program code. Project management is an important feature of software engineering. Software engineers require a university degree in information technology and programming (see Figure 6.2). Figure 6.2 A job advertisement for a software engineer 6 People 129
IT skills in greatest demand at present are in the areas of client server applications, Internet, multimedia, database management and system software support. Multimedia specialists Multimedia specialists are involved in the integration of text, graphic, audio, animation and video. They could be involved in authoring commercial CD and DVD products, designing websites or creating promotional demonstrations. Multimedia specialists require a combination of skills and experience in different areas. The development of a multimedia product may require content providers and technical staff: Content providers are people who provide the material for the multimedia product. This may include text, drawings, video footage and audio tracks. Generally these people are skilled in their field without necessarily having any technical skills in the software or hardware areas. Technical staff modify the material developed by the content providers into the appropriate format for the final product. They include design staff who work to develop the overall theme and look of the product. Web designers Web designers are responsible for the creation and management of a website (see Figure 6.3). They must have a good knowledge of programming, excellent writing skills and a detailed understanding of design. Web designers must be able to sell a design idea to their client. They work closely with clients and must develop websites to meet their client s needs. Web designers are often required to work long and irregular hours to meet deadlines. They must be flexible and able to work under pressure. Web designers usually operate within a team and must enjoy working closely with people. Web Figure 6.3 A web designer works closely with others to develop products to meet a client s needs 130 HI Tech: Information and Software Technology
designers need to be competent in database development and have a high proficiency in HTML and Java. Computer engineers Computer engineers design and invent new hardware and software. They are involved in a range of projects such as the design, development, testing and supervision of new integrated circuits. Computer engineers are attracted to new developments such as robotics and machines with artificial intelligence. Computer engineers usually construct prototypes before building the new product. They work as part of a team. A career as a computer engineer requires a university degree in engineering or computer science. Exercise 6.1 1 What career am I? a Designs and invents new hardware and software. b Designs, creates and modifies software to solve a computer problem. c Supervises all aspects of a project. d Solves computer problems and enables information technology to meet the needs of the user. 2 True or false? a Systems analysts are often required to test new products. b Software engineers are concerned with writing program code. c Web designers usually operate within a team. d Computer engineers depend on systems analysts to provide a detailed description of the user s requirements. 3 Copy and complete the following by replacing the letter in brackets with a suitable term: A web designer is responsible for the creation and management of a (a). They must be able to sell their (b) to their client. Web designers must be flexible and able to work under (c). They need to be competent in (d) development. 4 a What is the role and responsibility of a project manager? b Describe the role of the systems analyst. c How does a programmer write programs? d Explain the difference between a systems programmer and an application programmer. e What is a multimedia specialist? f List a project that would involve a computer engineer. 6 People 131
Development 5 The most important qualification for employing people in the information technology industry is experience. Do you agree with this statement? Give reasons for your answer. 6 Research the newspaper or the Internet to find the employment opportunities and pathways for careers in system development. Write a brief report that summarises the result of your investigation. 7 Design an advertisement for a job opportunity for a programmer. 6.2 Operations and maintenance Operations and maintenance people keep the system working efficiently. They ensure the system is achieving its purpose. Career opportunities include managers, computer operators, technicians, data entry operators, network administrators and database administrators. Figure 6.4 An information systems manager oversees the computer operation in an organisation Managers Managers oversee the computer operation and ensure that personnel and machines are working efficiently. Managers must have leadership skills as well as technical knowledge about systems development, so a degree in business and information systems is generally required. They have a variety of titles, with slightly different roles, including information systems manager (see Figure 6.4). An information systems manager plans and oversees all the information resources in the organisation. 132 HI Tech: Information and Software Technology
Computer operators Computer operators look after computing resources in a large computer system such as a mainframe. Their tasks often include preparing, starting up, and running the computers and peripheral devices. A computer operator is responsible for the maintenance of hardware and software, security, virus scanning, regular backups and providing consumables. If the equipment breaks down they attempt to fix the problem and, if necessary, liaise with a technician to fix the problem. Many computer operators receive their training on-the-job, although university qualifications are becoming necessary. They need a logical mind and to be able to work under pressure. Technicians Technicians install, maintain and repair the hardware of a computer system. To prevent the computer from breaking down, they perform routine checks and service. This may involve checking for loose connections, cleaning any moving parts and running diagnostic programs to check that everything is working correctly. If a component such as a motherboard is not working they replace it and take it back to a workshop for repair. Technicians must have a thorough understanding of information technology and usually have a strong background in electronics. Computer service technician Fadia is a computer service technician who enjoys her work. She is dealing with cutting edge technology each day. Fadia gets to use equipment that other people dream about. It is exciting playing with the latest CPU and using the best quality graphic cards. Fadia travels to homes or offices each day to fix a client s problem. The hardest task for a technician is finding the cause of the problem. It often takes some detective work. You need a logical mind to identify the problem. Fadia not only fixes computers but also assembles them. She inserts components onto the motherboard and connects peripheral devices. Fadia s role involves setting up computers for people who have just purchased a new system. She spends most 6 People 133
ICT 6.1 TAFE courses provide specialist training and qualifications that are widely recognised in the information technology industry. There are a range of courses that cater for most careers. of her time dealing with hardware but also needs to install software and run tests on computers to make sure they are working correctly. Tasks 1 Fadia gets to use equipment that other people dream about. Describe the latest equipment that people dream about. 2 Does a career as a computer service technician interest you? Give reasons for your answer. Data entry operators Data entry operators are people who accurately and quickly enter, modify and delete data. Data entry operators work with large computer systems and are trained on-the-job, although good typing skills are required. Smaller companies may employ a secretary whose job would include data entry. Network administrators Network administrators are responsible for the security and administration of a network. They also design and implement systems to keep the network working in the event of a power failure or emergency. The duties of a network administrator include installing new hardware and software, maintaining peripherals on the network, training staff, changing passwords, enforcing licensing agreements, developing a storage system and providing routine backups. Network administrators need a good understanding of network hardware and a detailed knowledge of at least one major network operating system (see Figure 6.5). Network related problems are often very complex so a network administrator should enjoy solving challenging problems. A network administrator is also required to adapt to new technology and to have good communication skills. Figure 6.5 A job advertisement for a network administrator 134 HI Tech: Information and Software Technology
Database administrators Database administrators install, maintain and control databases. The Internet and the expansion of e-commerce have resulted in a rapid increase in job opportunities for database administrators. Determining the best structure of a database to meet a client s needs is an important role of the database administrator. However, they also need to maintain the security of the database and ensure the data is not accessed or altered by unauthorised users. Most database administrators work for a medium or large business and need to have completed a university degree. They require a broad knowledge of information technology and excellent communication skills. Exercise 6.2 1 Copy and complete the following by replacing the letter in brackets with a suitable term: A network administrator (a) new hardware and software, maintains (b) on the network, trains staff, changes (c), enforces licensing agreements and provides (d) backups. 2 Copy and complete the following sentences: a Computer operators may liaise with a to rectify a problem. b Technicians would a component if it is not working. c Network related problems are often very. d The has resulted in a rapid increase in job opportunities for database administrators. 3 What career am I? a Installs, maintains and repairs the hardware of a computer system. b Responsible for the security and administration of a network. c Oversees the computer operation and ensures personnel and machines are working efficiently. d Looks after the computer resources in a large computer system. 4 a Describe the qualifications required by a manager. b What are the tasks performed by a computer operator? c How does a technician perform routine checks and service? d What is the role of a data entry operator? e List the knowledge required to be a network administrator. f Describe an important role performed by a database administrator. 6 People 135
Development 5 Research the newspaper or the Internet to find the employment opportunities and pathways for careers in operations and maintenance. Write a brief report that summarises the result of your investigation. 6 Design a job advertisement for a job opportunity for a technician. 7 Investigate information technology courses at your local TAFE. Briefly outline the career paths for each course, the content taught and any requirements for admission. 6.3 End user support An end user or user is a person or a group of people who make use of the information technology. They operate the computer system to perform a particular task. Users have different levels of skills, from inexperienced beginners to information technology professionals. They require support in a range of tasks, such as using a piece of software, installing new equipment or simply understanding the basics of a computer system. Career opportunities involved in end user support include training specialists, support staff, consultants and sales staff. Training specialists Training specialists teach users how to operate their computer systems. Training is needed in the installation of a new computer system and to ensure users are efficiently using software applications. There are many opportunities for qualified instructors in schools, TAFEs, universities and private industry. Trainers present information to individuals, at meetings, workshops or conferences (see Figure 6.6). They may be asked to develop training documentation, multimedia presentations or create a tutorial for the computer. It is essential that trainers keep pace with the latest developments in information technology. Trainers usually require industry qualifications such as a Microsoft Certification. Future growth in demand for IT skilled people is expected to increase by over 24 per cent in the next three years. Support staff Support staff provide hardware and software support to a range of users. Their roles and responsibilities may include advice on backup and virus detection, undertaking preventative maintenance, installing hardware and software, documenting solutions and responding to problems. Support staff need a broad knowledge of 136 HI Tech: Information and Software Technology
Figure 6.6 Trainers at a workshop information technology and to be completely familiar with the specific products of their employer. People working on the help desk are support staff. Help desk staff receive notification of problems by phone or email. Help desk staff enter details of problems into help desk software, prioritise problems, solve problems and, if necessary, refer problems to more qualified staff. Most information technology organisations employ help desk support staff to answer a wide range of questions on their products. Help desk Alexis works on the help desk for a business called IT Results. His day involves answering a constant stream of phone calls from people who have forgotten their passwords to people whose computers do not work. Most problems can be dealt with immediately. However, if this is not possible, Alexis records the problem and passes it to a technician. Alexis enjoys his job but it can be quite stressful. When people have deadlines and their computer is not working they can get very angry. For this reason, help desk staff need excellent communication skills and the ability to solve problems quickly and effectively. 6 People 137
Help desk staff are most needed when there is a new or updated system being installed. Users will have questions and need help until they become familiar with the new software, or hardware s operation. Alexis has been able gain a huge variety of knowledge and skills working on the help desk. The experience gained has the potential to open career opportunities in the future. Alexis would like to move from help desk into help desk management where you actually visit the user or client to fix problems. Tasks 1 Would you be interested in working on a help desk? Give reasons for your answer. 2 Developments in information technology will make the help desk unnecessary. Do you agree with this statement? Give reasons for your answer. Consultants Consultants are experts who charge a fee for providing advice or service. They draw on their experience gained in one or more areas, such as education, finance or engineering. Consultants must have good technical skills and the ability to communicate their suggestions effectively to their clients (see Figure 6.7). Figure 6.7 Searching for a job on the Internet (screen capture taken 23 July 2004) Sales staff Sales staff are employed by an organisation to sell the company s products. Sales staff provide information to customers to enable them to choose a product that meets their needs. Sales staff in information technology may have customers who want to purchase a new computer, a piece of software or who are inquiring about a new computer game. They 138 HI Tech: Information and Software Technology
are required to provide basic technical support to their customers. For this reason they must have a broad understanding of information technology and a specific knowledge of the products they are selling. This requires sales staff to learn new technologies and keep pace with constant changes in hardware and software. Sales staff require good people skills and the ability to communicate effectively. There are many job opportunities for sales staff with developers of hardware and software as well as through retailers. Tutorial Exercise 6.3 1 Copy and complete the following sentences: a The is a person who makes use of information technology. b Trainers develop training, multimedia presentations or create computer tutorials. c staff receive incoming problems for service from the phone or email. d Sales staff need to keep pace with the constant in hardware and software. 2 What career am I? a Experts who charge a fee for providing advice or service. b Teach users how to operate their computer systems. c Provide hardware and software support to a range of users. d Employed by an organisation to sell their products. 3 Unjumble these words: a ephl keds b nde rues c raetinr 4 a Describe the type of support provided for end users. b Describe some of the opportunities for training specialists. c What are the roles and responsibilities of support staff? d Why do most information technology organisations employ help desk support staff? e List the skills needed to be a consultant. f Describe the knowledge required by sales staff in information technology. Development 5 Some software companies charge a fee to provide user support. Do you agree with a user-pays system? Give reasons for your answer. 6 Research the newspaper or the Internet to find the employment opportunities and pathways for careers in end user support. Write a brief report that summarises the result of your investigation. 7 Design a job advertisement for a job opportunity for a help desk staff member. 6 People 139
Part A: Multiple choice questions Select the alternative (a), (b), (c) or (d) that best answers each question. 1 What do you call a person who is involved in system development of a computer system? a Computer operator b Technician c Programmer d Support staff 2 What does the work of a programmer involve? a Designs and invents new hardware and software b Writes programs using programming language c Plans implements and maintains a computer system d Focuses on developing software products 3 What do you call a person who is concerned with developing software products? a Software engineer b Software analyst c Programmer d Computer engineer 4 What do you call a person who solves problems and enables information technology to meet the needs of the user? a Project manger b Software engineer c System analyst d User support staff 5 What do you call a person who is involved in the security and maintenance of a computer system? a System analyst b Software engineer c Consultant d Network administrator 6 What does the work of a computer operator involve? a Prepares, starts up and runs the computers and peripheral devices b Oversees the computer operation and ensures that personnel and machines are working efficiently c Responds to incoming problems from the phone or email d Needs a good knowledge of programming 7 What do you call a person who installs, maintains and repairs the hardware of a computer system? a Data entry operator b Technician c Hardware repairer d Computer operator 8 What do you call a person who is involved in end user support? a Training specialist b Information system manager c Network administrator d Computer engineer 9 What does the work of a consultant involve? a Installs, maintains and controls a database b Supervises all aspects of a project c Plans implements and maintains a computer system d Charges a fee for providing advice or service on which they are expert 10 What do you call a person who receives incoming problems for service from the phone or email? a End user b Sales staff c Help desk staff d Consultant 140 HI Tech: Information and Software Technology
Part B: Matching the term For each of the following statements (1 to 10), select from the list of terms (a to j) the one that most closely fits the statement. Statements 1 A person who solves computer problems and enables information technology to meet the needs of the user. 2 A person who determines the goals of the project, a costing of the project and ensuring the project is delivered on time. 3 A person who designs and writes software. 4 A person who designs, creates and modifies software to solve a computer problem. 5 A person who accurately and quickly enters, modifies and deletes data. 6 A person who looks after computing resources in a large computer system such as a mainframe. 7 A person who installs, maintains and repairs the hardware of a computer system. 8 A person who is an expert in one or more areas and charges a fee for providing advice or service. 9 A person who teaches users how to operate their computer system. 10 A person who provides hardware and software support to a range of users. Terms a Computer operator b Consultant c Data entry operator d Programmer e Project manager f g h i j Software engineer Support staff Systems analyst Technician Training specialist Part C: Extended response questions Write at least one paragraph for each of the following: 1 Describe three careers in system development. Which career would you prefer? Give reasons for your answer. 2 Explain the difference between the role of a software engineer and that of a programmer. 3 Describe three careers in operations and maintenance. Which career would you prefer? Give reasons for your answer. 4 There has been a rapid increase in job opportunities for database administrators. What are the roles and responsibilities of database administrators? What qualifications are required to be a database administrator? 5 Describe three career opportunities in end user support. Which career would you prefer? Give reasons for your answer. 6 Help desk staff have stressful jobs. Do you agree with this statement? Explain your answer by referring to the role of help desk staff. e Tester 6 People 141
Project: Careers Create an employment database of the career opportunities in the field of information technology. The careers described in this chapter will provide a basis for the database. However, students are expected to find recent information on each career and other careers not specified in this chapter. The employment sites on the Internet and newspapers have appropriate information. Each career will be a record in the database. Suitable fields for each record should be chosen, such as name, job description, qualifications, personal qualities and salary. Students are expected to create forms for data entry and to be able to search the data for specific information. ICT 6.1 142 HI Tech: Information and Software Technology