Although I got a degree in journalism sometimes, I wish I had also gotten one in computer and informational science because I have had to become my own tech support over the years. This is partly due to my disability and using a screen reader on my computer. I have had to learn not only how it works but how it relates to the software and hardware that I use it on. I have had to learn how important it is to keep everything current and updated because that affects how smoothly things work. I have also had to learn how to troubleshoot because technology is not perfect and things happen. Initially there were few people I could reach out to for assistance. When I would call tech support and say I was blind and used a screen reader, I would get this sense of their eyes glazing over and there would be silence on the phone or sometimes it would go dead. People just didn’t know how to assist a blind person with computer problems. But today things have changed and I have a lot more tools available for me.
Staying Current with My Technology
The first thing I have learned about being my own tech support is keeping my hardware and software current and up-to-date. This can be challenging because of the cost. Yet I try and work into my budget and write it off my taxes as a work expense. When working from home it is essential for me to keep my computer, printer, smartphone and other devices running flawlessly. When they are not it impacts my earning potential. Recently I had to purchase anew headset and computer monitor with a webcam for Zoom videoconferencing. I am doing a lot more meetings, webinars and conferences this way and needed to upgrade my equipment. Also, I purchased a mechanical keyboard with spring-type keys. This particular keyboard is a better fit for writers and heavy keyboard users.
I am not a tech geek but I do try and keep up with industry news by accessing Technology blogs, newsletters and podcasts. This information is from a consumer angle and helps me learn about market and industry trends and available software training. For example, I have an iPhone and iOS 14 launched recently so I am downloading that and learning about all the new features through the AppleVIS podcast.
Before Calling Tech Support
Before calling tech support I do some troubleshooting. I check that all wires, cords and plugs are securely in place. If it is software, I will check for the latest update. Sometimes doing a quick update to the latest version can solve a glitch. Other things I do are to reboot my computer and/or shutdown the running program. If it is my smartphone, I have occasionally turned it off to refresh it.
Using an app called Be My Eyes is a key strategy when being my own tech support. Through this app I can call up a sighted volunteer for free who accesses my camera and mike. I have them look at my computer monitor when my screen reader is not speaking and I need to figure out what is happening on the screen. Or when I am working on a quirky website that might not be accessible. They have really come in handy when replacing ink and paper in my printer. My printer has several color cartridges and they have helped me to decipher the colors and place them in the proper location.
Calling Tech Support
Now, when I call tech support, I know the type of operating system, version of software and assistive technology I am using. These three pieces of info are critical when trying to troubleshoot a problem. I usually lead the conversation this way and then move into my problem or question. I let tech support know what troubleshooting techniques I have already tried and if they worked or not. I call tech support on my landline phone and put them on speaker. This way I am hands free and they can listen to my screen reader keeping both hands on the keyboard. Depending on the situation, I will give tech support remote access to my computer. We can work on the problem together and they can see more clearly the issue and solve it quickly. The companies I call have disability customer service departments or have become more familiar with interacting with disabled customers. So, when I call with challenges, I have a much better response in getting the help I want. No more eyes glazed over or dial tones!
If worse comes to worse and all my methods don’t cure my computer blues, I do have a professional tech support person available. I learned years ago to build relationships with people who work in the industry. So, I have a tech guy that makes home visits and will come and work on major issues. He has helped me install a whole new computer system, set up my printer and assisted when my computer crashed.
Combining all of these things have helped me to be successful at being my own tech support. As a person who works from home problem solving and troubleshooting are skills sets, I have had to acquire to move my career and life forward. So, if you are working from home how do you do tech support? What ways do you troubleshoot computer issues when they come up?