Computer Support Specialist

Computer support specialists assist computer users and organizations. These specialists either maintain computer networks or provide technical help directly to computer users.

Computer network support specialists typically do the following:

• Test and evaluate existing network systems
• Perform regular maintenance to ensure that networks operate correctly
• Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer user support specialists typically do the following:

• Analyze customers’ computer problem to diagnose it and determine the cause
• Document customers’ descriptions of their computer problems
• Guide customers through the recommended problem-solving steps
• Set up or repair computer equipment and related devices
• Install and train users on new hardware or software
• Inform team members and managers of major problems or of customers’ recurring concerns

Computer network support specialists held about 185,500 jobs in 2021. The largest employers of computer network support specialists were as follows:

Computer systems design and related services	19%
Telecommunications	13
Finance and insurance	6
Management of companies and enterprises	5
Data processing, hosting, and related services	3

Computer user support specialists held about 690,200 jobs in 2021. The largest employers of computer user support specialists were as follows:

Computer systems design and related services	22%
Educational services; state, local, and private	11
Temporary help services	5
Management of companies and enterprises	5
Software publishers	4

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.

Entry requirements vary for computer support specialists. Network support specialists typically need an associate’s degree, and user support specialists typically need to complete some college courses. However, candidates for either type of position may qualify with a high school diploma plus relevant information technology (IT) certifications.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge but not necessarily a college degree. Applicants who have taken courses in areas such as networking, server administration, and information security may qualify for these jobs. For computer network support specialists, employers may accept applicants who have an associate’s degree, although some prefer that applicants have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services may require applicants to have a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer and information technology or engineering. For others, the applicant’s field of degree is less important.

To keep up with changes in technology, computer support specialists may need to continue their education throughout their careers.

Licenses, Certifications, and Registrations

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use. Other types of certifications, such as CompTIA A+, may be a helpful starting point for workers seeking entry into the occupation.

Advancement

Many computer support specialists advance to other information technology positions, such as information security analysts, network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales.

Computer support specialists typically have an interest in the Building, Thinking and Organizing interest areas, according to the Holland Code framework. The Building interest area indicates a focus on working with tools and machines, and making or fixing practical things. The Thinking interest area indicates a focus on researching, investigating, and increasing the understanding of natural laws. The Organizing interest area indicates a focus on working with information and processes to keep things arranged in orderly systems.

If you are not sure whether you have a Building or Thinking or Organizing interest which might fit with a career as a computer support specialist, you can take a career test to measure your interests.

Computer support specialists should also possess the following specific qualities:

Customer service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problem that their customer is describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solution to a computer problem in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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.

Overall employment of computer support specialists is projected to grow 6 percent from 2021 to 2031, about as fast as the average for all occupations.

About 75,000 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

Computer support specialists will be needed to provide technical help and training to users with new hardware or software. However, this demand may be offset somewhat as organizations continue to implement automated tools, such as chatbots, for troubleshooting. Some businesses, especially smaller ones with minimal information technology (IT) requirements, may find it more cost effective to contract with outside firms for these services rather than to hire computer support specialists directly.

For more information about computer support specialists, visit

Association of Support Professionals

Help Desk Institute (HDI)

Technology Services Industry Association

For more information about computer careers, visit

Association for Computing Machinery

Computing Research Association

Computing Technology Industry Association (CompTIA)

IEEE Computer Society

For information about opportunities for women pursuing information technology careers, visit

National Center for Women & Information Technology

 

 

Where does this information come from?

The career information above is taken from the Bureau of Labor Statistics Occupational Outlook Handbook. This excellent resource for occupational data is published by the U.S. Department of Labor every two years. Truity periodically updates our site with information from the BLS database.

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There are many excellent tools available that will allow you to measure your interests, profile your personality, and match these traits with appropriate careers. On this site, you can take the Career Personality Profiler assessment, the Holland Code assessment, or the Photo Career Quiz.