Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some applicants applying to computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.
Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes may be qualified for these jobs. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.
Large software companies that provide support to business users who buy their products or services often 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 science, engineering, or information science, but for others, the applicant’s field of study is less important.
To keep up with changes in technology, many computer support specialists 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.
Many computer support specialists advance to other information technology positions, such as 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. For more information, see the profiles on network and computer systems administrators and software developers.
Customer-service skills. Computer support specialists must be patient and sympathetic. They 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 problems that their customers are 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 solutions to computer problems 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 for real-time web chat interactions.
What They Do
Computer support specialists provide help and advice to computer users and organizations. These specialists either support computer networks or they provide technical assistance 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 network support specialists, also called technical support specialists, analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks, such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an information technology (IT) problem promptly is important because organizations depend on their network systems. Network support specialists may assist computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.
Computer user support specialists typically do the following:
- Pay attention to customers’ descriptions of their computer problems
- Ask customers questions to properly diagnose the problem
- Walk customers through the recommended problem-solving steps
- Set up or repair computer equipment and related devices
- Train users to work with new computer hardware or software, such as printers, word-processing software, and email
- Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have
Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.
Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.
Other help-desk technicians work in call centers, answering simpler questions from nonbusiness customers. They may walk customers through basic steps in reestablishing an Internet connection or troubleshooting household IT products such as Wi-Fi routers.
The median annual wage for computer network support specialists was $63,460 in May 2019. 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 $38,990, and the highest 10 percent earned more than $106,420.
The median annual wage for computer user support specialists was $52,270 in May 2019. The lowest 10 percent earned less than $32,330, and the highest 10 percent earned more than $88,470.
In May 2019, the median annual wages for computer network support specialists in the top industries in which they worked were as follows:
|Data processing, hosting, and related services||65,680|
|Computer systems design and related services||64,930|
|Finance and insurance||64,450|
|Management of companies and enterprises||61,990|
In May 2019, the median annual wages for computer user support specialists in the top industries in which they worked were as follows:
|Management of companies and enterprises||52,980|
|Computer systems design and related services||52,100|
|Educational services; state, local, and private||48,870|
|Temporary help services||47,560|
Most computer support specialists have full-time work schedules; however, many do not work typical 9-to-5 jobs. Because computer support is important for businesses, support services may need to be available 24 hours a day. As a result, many support specialists must work nights or weekends.