Computer Support Specialists : Occupational Outlook Handbook : U.S. Bureau of Labor Statistics

Summary

Many computer support specialists help people with problems over the phone.

Quick Facts: Computer Support Specialists
2010 Median Pay	$46,260 per year $22.24 per hour
Entry-Level Education	Some college, no degree
Work Experience in a Related Occupation	None
On-the-job Training	Moderate-term on-the-job training
Number of Jobs, 2010	607,100
Job Outlook, 2010-20	18% (About as fast as average)
Employment Change, 2010-20	110,000

What Computer Support Specialists Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called technical support specialists, support information technology (IT) employees within their organization. Others, called help-desk technicians, assist non-IT users who are having computer problems.

Work Environment

Computer support specialists work in many different industries, including IT, education, finance, health care, and telecommunication.

How to Become a Computer Support Specialist

Because of the wide range of skills for different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others. After being hired, many workers enter a training program that lasts for several months.

Pay

The median annual wage of computer support specialists was $46,260 in May 2010.

Job Outlook

Employment of computer support specialists is expected to grow 18 percent from 2010 to 2020, about as fast as the average for all occupations. Job prospects should be favorable. Applicants with a bachelor’s degree and a strong technical background should have the best job opportunities.

Similar Occupations

Compare the job duties, education, job growth, and pay of computer support specialists with similar occupations.

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What Computer Support Specialists Do About this section

Help-desk technicians provide assistance to computer users.

Duties

Technical 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

Technical support specialists, also called computer network support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the daily upkeep of their organization’s networks by finding solutions to problems as they occur. Solving an IT problem in a timely manner is important because organizations depend on their computer systems. Technical support specialists may provide assistance to the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks. For more information, see the profile on network and computer systems administrators.

Help-desk technicians typically do the following:

Pay attention to customers when they describe their computer problems
Ask customers questions to properly diagnose the problem
Walk customers through the problem-solving steps
Set up or repair computer equipment and related devices
Train users to use new computer hardware or software, including printing, installation, word processing, and email
Give information to others in the organization about what gives customers the most trouble and other concerns customers have

Help-desk technicians, also called computer user support specialists, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. Sometimes they 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 and for support service firms and must give instructions to business customers on how to use complex programs. Others work in call centers answering simpler questions from consumers. Some technicians work for organizations and help non-IT workers with their computer problems.

Work Environment About this section

Computer support specialists work for a variety of industries.

Computer support specialists held about 607,100 jobs in 2010. They work in many different industries, including information technology (IT), education, finance, health care, and telecommunication. Many help-desk technicians work for outside support service firms on a contract basis and provide help to a range of businesses and consumers.

In 2010, the industries employing the most computer support specialist were as follows:

Computer systems design and related services	18%
Educational services; state, local, and private	13
Information	11
Finance and insurance	7
Wholesale trade	7

Faster computer networks are making it possible for some support specialists, particularly help-desk technicians, to work from a home office. However, specialized help-desk technicians may have to travel to a client’s location to solve a problem.

Work Schedules

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 specialists must be available 24 hours a day. As a result, many support specialists must work nights or weekends.

How to Become a Computer Support Specialist About this section

Speaking skills are important for computer support specialists.

Education

Training requirements for computer support specialists vary, but many employers prefer to hire applicants who have a bachelor’s degree. More technical positions 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. Some lower level help-desk jobs or call-center jobs require some computer knowledge, but not necessarily a postsecondary degree.

Training

Computer support specialists usually get on-the-job training after they are hired. For many workers, this training lasts for about 3 months. The training period may be longer for more complex jobs.

To keep up with changes in technology, many computer support specialists continue their training throughout their careers.

Advancement

Entry-level support specialists often work on simple problems. Over time, they may advance to positions that handle questions on complex software or equipment. Many of these workers advance to other IT positions, such as network and computer systems administrators or software developers. Some become managers in the computer support services department. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Interpersonal 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 provide a proper solution.

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.

Pay About this section

Computer Support Specialists

Median annual wages, May 2010

Computer Occupations: $73,710
Computer Support Specialists: $46,260
Total, All Occupations: $33,840

The median annual wage of computer support specialists was $46,260 in May 2010. The median wage is the wage at which half the workers in an occupation earned more than the amount and half earned less. The lowest 10 percent earned less than $28,300, and the top 10 percent earned more than $76,970.

Job Outlook About this section

Computer Support Specialists

Percent change in employment, projected 2010-20

Computer Occupations: 22%
Computer Support Specialists: 18%
Total, All Occupations: 14%

Employment of computer support specialists is expected to grow 18 percent from 2010 to 2020, about as fast as the average for all occupations. 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.

Employment growth should also be strong in healthcare industries. This field is expected to greatly increase its use of information technology (IT), and support services will be crucial to keep everything running properly.

Some lower level tech support jobs, commonly found in call centers, may be sent to countries that have lower wage rates. However, a recent trend to move jobs to lower cost regions of the United States may offset some loss of jobs to other countries.

Job Prospects

Job prospects should be favorable. There are usually clear advancement possibilities for this occupation, creating new job openings. Applicants with a bachelor’s degree and a strong technical background should have the best job opportunities.

Employment projections data for computer support specialists, 2010-20
Occupational Title	SOC Code	Employment, 2010	Projected Employment, 2020	Change, 2010-20		Employment by Industry
Occupational Title	SOC Code	Employment, 2010	Projected Employment, 2020	Percent	Numeric	Employment by Industry
SOURCE: U.S. Bureau of Labor Statistics, Employment Projections program
Computer Support Specialists	15-1150	607,100	717,100	18	110,000	[XLS]

Similar Occupations About this section

This table shows a list of occupations with job duties that are similar to those of computer support specialists.

Occupation	Job Duties	ENTRY-LEVEL EDUCATION	2010 MEDIAN PAY
Computer and Information Systems Managers	Computer and information systems managers, often called information technology managers (IT managers or IT project managers), plan, coordinate, and direct computer-related activities in an organization. They help determine the information technology goals of an organization and are responsible for implementing the appropriate computer systems to meet those goals.	Bachelor’s degree	$115,780
Customer Service Representatives	Customer service representatives interact with customers on behalf of an organization. They provide information about products and services and respond to customer complaints. Some also take orders and process returns.	High school diploma or equivalent	$30,460
Computer Programmers	Computer programmers write code to create software programs. They turn the program designs created by software developers and engineers into instructions that a computer can follow.	Bachelor’s degree	$71,380
Computer Systems Analysts	Computer systems analysts study an organization's current computer systems and procedures and make recommendations to management to help the organization operate more efficiently and effectively. They bring business and information technology (IT) together by understanding the needs and limitations of both.	Bachelor’s degree	$77,740
Database Administrators	Database administrators use software to store and organize data, such as financial information and customer shipping records. They make sure that data are available to users and are secure from unauthorized access.	Bachelor’s degree	$73,490
Information Security Analysts, Web Developers, and Computer Network Architects	Information security analysts, web developers, and computer network architects all use information technology (IT) to advance their organization’s goals. Security analysts ensure a firm’s information stays safe from cyberattacks. Web developers create websites to help firms have a public face. Computer network architects create the internal networks all workers within organizations use.	Bachelor’s degree	$75,660
Network and Computer Systems Administrators	Network and computer systems administrators are responsible for the day-to-day operation of an organization’s computer networks. They organize, install, and support an organization’s computer systems, including local area networks (LANs), wide area networks (WANs), network segments, intranets, and other data communication systems.	Bachelor’s degree	$69,160
Software Developers	Software developers are the creative minds behind computer programs. Some develop the applications that allow people to do specific tasks on a computer or other device. Others develop the underlying systems that run the devices or control networks.	Bachelor’s degree	$90,530