Technology is great, but all too often, it stops working—your iPhone cracks, your laptop freezes, and so on and so forth. Since so many jobs require a technology device, these malfunctions are frustrating: whether or not you get your work done in time is no longer in your control.

That’s where IT specialists come in. Let’s take a look at what exactly an IT specialist does, what areas of technology they might specialize in, and what you should look for as you choose one to revive your technology.

The job of an IT specialist is often long, hard, and without thanks. After all, technical support employees handle nothing but complaints all day long. They might spend their workday trying to diagnose a broken Mac, helping someone recover a forgotten password, or dealing with someone whose computer really works just fine—they simply don’t know how to use it. IT specialists are highly trained in their field. All IT specialists have a bachelor’s degree, and many might also have a master’s degree in computer science. They’re skilled in dealing with many types of software, such as project management software, server operating systems, and managed software solutions.

When it comes time to hire an IT specialist for your company, there are a few key traits to keep in mind. First, consider any specialized skills the specialist would need to have. Does your company use a particular customer management system? If so, make sure the specialist is familiar with that system or a similar system. Second, look for strong problem-solving skills, creative thinking, and analytical skills—all three are required for a job well done. Third, you’ll want to make sure your IT specialist of choice communicates well and understands the scope of the job that needs to be done at your company.

Finally, it’s not only up to the IT specialist to make sure the job goes smoothly—this is your responsibility, as well. Remember that IT specialists are people, too. They get tired of hearing complaints all day. A smile goes a long way… even in the technology world!