Computer support specialists provide technical assistance, support, and advice to individuals and organizations that depend on information technology. They work within organizations that use computer systems, for computer hardware or software vendors, or for third-party organizations that provide support services on a contract basis, such as help-desk service firms. Support specialists are usually differentiated between technical support specialists and help-desk technicians.
Technical support specialists respond to inquiries from their organizations' computer users and may run automatic diagnostics programs to resolve problems. In addition, they may write training manuals and train computer users in the use of new computer hardware and software. These workers also oversee the daily performance of their company's computer systems, resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Help-desk technicians respond to telephone calls and e-mail messages from customers looking for help with computer problems. In responding to these inquiries, help-desk technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps. They also install, modify, clean, and repair computer hardware and software. Many computer support specialists start out at the help desk.
Help-desk technicians deal directly with customer issues, and their employers value them as a source of feedback on their products and services. They are consulted for information about what gives customers the most trouble, as well as other customer concerns.
Work Environment
Computer network support specialists held about 189,800 jobs in 2020. The largest employers of computer network support specialists were as follows:
- Computer systems design and related services - 20%
- Telecommunications - 12%
- Finance and insurance - 8%
- Management of companies and enterprises - 6%
- Data processing, hosting, and related services - 3%
Computer user support specialists held about 654,800 jobs in 2020. The largest employers of computer user support specialists were as follows:
- Computer systems design and related services - 23%
- Educational services; state, local, and private - 12%
- Management of companies and enterprises - 5%
- Software publishers - 4%
- Temporary help services - 3%
Some computer support specialists are able to telework. Others must be onsite or may need to travel to clients’ locations.
Work Schedules
Most computer support specialists work full time. Because computer support services may need to be available 24 hours a day, some specialists work nights or weekends.
Education & Training Required
Due to the wide range of skills required, there are many paths of entry to a job as a computer support specialist. Training requirements for computer support specialist positions vary, but many employers prefer to hire applicants with some formal college education. A bachelor's degree in computer science, computer engineering, or information systems is a prerequisite for some jobs; other jobs, however, may require only a computer-related associate degree. Some employers will hire applicants with a college degree in any field, as long as the applicant has the necessary technical skills. For some jobs, relevant computer experience and certifications may substitute for formal education.
Most support specialists receive on-the-job training after being hired. This training can last anywhere from 1 week to 1 year, but a common length is about 3 months. Many computer support specialists, in order to keep up with changes in technology, continue to receive training throughout their careers by attending professional training programs offered by employers, hardware and software vendors, colleges and universities, and private training institutions.
Other Skills Required
For some jobs, professional certification may qualify an applicant for employment. Certification can demonstrate proficiency in a product or process, and help applicants obtain some entry-level positions. Some hardware and software vendors require their computer support specialists to be certified, and many of these will fund this training after an applicant is hired. Voluntary certification programs are offered by a wide variety of organizations, including product vendors and training institutions, and are available across the Nation.
People interested in becoming a computer support specialist must have strong problem-solving, analytical, and communication skills because troubleshooting and helping others are vital parts of the job. The constant interaction with other computer personnel, customers, and employees requires computer support specialists to communicate effectively via e-mail, over the phone, or in person. Strong writing skills are useful in writing e-mail responses and preparing manuals for employees and customers.
How to Advance
Entry-level computer support specialists generally work directly with customers or in-house users. They may advance into positions that handle products or problems with higher levels of technical complexity. Some may advance into management roles. Some computer support specialists may find opportunities in other occupations, such as computer programmers or software engineers, designing products rather than assisting users. Promotions depend heavily on job performance, but formal education and professional certification can improve advancement opportunities. Advancement opportunities in hardware and software companies can occur quickly, sometimes within months.
Job Outlook
Overall employment of computer support specialists is projected to grow 9 percent from 2020 to 2030, about as fast as the average for all occupations.
About 70,400 openings for computer support specialists are projected each year, on average, over the decade. Many of those openings are expected to result from the need to replace workers who transfer to different occupations or exit the labor force, such as to retire.
Employment
More support services will be needed as organizations upgrade their computer equipment and software. Computer support staff will be needed to respond to the installation and repair requirements of increasingly complex computer equipment and software. However, a rise in cloud computing could increase the productivity of computer support specialists, slowing their growth at many firms. Smaller businesses that do not have information technology (IT) departments will contract services from IT consulting firms and increase the demand for computer support specialists in those firms.
Employment growth also may come from demand for IT support services from healthcare industries. As this field continues to increase its use of IT, support services will be crucial to keep everything running properly.
Earnings
The median annual wage for computer network support specialists was $62,760 in May 2021. The median wage is the wage at which half the workers in an occupation earned more than that amount and half earned less. The lowest 10 percent earned less than $38,560, and the highest 10 percent earned more than $102,410.
The median annual wage for computer user support specialists was $49,770 in May 2021. The lowest 10 percent earned less than $34,220, and the highest 10 percent earned more than $91,060.
In May 2021, the median annual wages for computer network support specialists in the top industries in which they worked were as follows:
- Telecommunications - $76,910
- Finance and insurance - $74,920
- Management of companies and enterprises - $66,500
- Data processing, hosting, and related services - $62,460
- Computer systems design and related services - $61,390
In May 2021, the median annual wages for computer user support specialists in the top industries in which they worked were as follows:
- Software publishers - $59,830
- Management of companies and enterprises - $58,430
- Computer systems design and related services - $48,540
- Educational services; state, local, and private - $48,530
- Temporary help services - $46,680
Most computer support specialists work full time. Because computer support services may need to be available 24 hours a day, some specialists work nights or weekends.
