Chapter Summary

• As a DST, you will encounter users of all skill levels. Never assume that you know more than the user to whom you are talking.

• DSTs must have technical knowledge in many areas, including the operating system; components, such as Microsoft Outlook Express and Internet Explorer; and applications, including Microsoft Outlook, Excel, Access, and others.

• DSTs must be good at gathering information from people who might not be able to explain the problem clearly and must be good at explaining technical information to nontechnical users.

• DSTs must be prepared to work in various environments, including workgroups, domains, and multiple domains.

• A DST’s place in the corporate, ISP, or company hierarchy is generally the tier 1 position and is considered an entry-level position.

• The MCDST certification opens a doorway into tier 1 jobs, identifies the employee as qualified to hold the desired job, and identifies the business owner as qualified to determine and resolve home end-user problems.

• Noncorporate environments in which a DST might work include telephone call centers, repair shops, private businesses, and ISPs.

• Each of the noncorporate environments requires different skills, but in each instance, you must be friendly, helpful, capable, and competent.

• If you work for a telephone call center or an ISP, you will likely work in a tier structure much like the structures found in corporate environments.