Computer support specialists maintain computer networks and provide technical help to computer users.

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

Duties

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 analyze and troubleshoot computer network problems. They have an important role in the daily, weekly, or monthly maintenance of their organization’s networks. This maintenance may be routine or part of the organization’s disaster recovery efforts. Network support specialists also may assist computer users through phone, email, or in-person visits. They often work under the direction of network and computer systems administrators, who handle more complex tasks.

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 user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to requests for help in a number of ways, such as in person or by phone, online chat, or email.

Help-desk technicians 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 instruct business customers in the use of business-specific programs, such as an electronic health records program used in hospitals or physicians’ offices.

Other help-desk technicians work in call centers and take customers through a problem step by step, such as to reestablish an Internet connection or to troubleshoot Wi-Fi routers or other household IT products.

Work Environment

Computer support specialists work for a variety of industries.

Computer network support specialists held about 166,700 jobs in 2023. The largest employers of computer network support specialists were as follows:

Computer user support specialists held about 725,300 jobs in 2023. The largest employers of computer user support specialists were as follows:

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.

How to Become a Computer Support Specialist

Communication skills are important for computer support specialists.

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.

Important Qualities

Communication skills. Computer support specialists must clearly convey information, both orally and in writing. They must describe solutions to computer problems in way that nontechnical users can understand.

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

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions for clarification.

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

Pay

The median annual wage for computer network support specialists was $71,530 in May 2023. 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 $45,660, and the highest 10 percent earned more than $121,920.

The median annual wage for computer user support specialists was $59,240 in May 2023. The lowest 10 percent earned less than $37,690, and the highest 10 percent earned more than $97,020.

In May 2023, the median annual wages for computer network support specialists in the top industries in which they worked were as follows:

In May 2023, the median annual wages for computer user support specialists in the top industries in which they worked were as follows:

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.

Job Outlook

Overall employment of computer support specialists is projected to grow 6 percent from 2023 to 2033, faster than the average for all occupations.

About 62,700 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. This use of automation may free up some computer support specialists to handle more complex cases and troubleshooting that require attention. 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.

Similar Occupations

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	2023 MEDIAN PAY
	Computer and Information Systems Managers	Computer and information systems managers plan, coordinate, and direct computer-related activities in an organization.	Bachelor's degree	$169,510
	Computer Network Architects	Computer network architects design and implement data communication networks, including local area networks (LANs), wide area networks (WANs), and intranets.	Bachelor's degree	$129,840
	Computer Programmers	Computer programmers write, modify, and test code and scripts that allow computer software and applications to function properly.	Bachelor's degree	$99,700
	Computer Systems Analysts	Computer systems analysts study an organization’s current computer systems and design ways to improve efficiency.	Bachelor's degree	$103,800
	Customer Service Representatives	Customer service representatives interact with customers to handle complaints, process orders, and answer questions.	High school diploma or equivalent	$39,680
	Database Administrators and Architects	Database administrators and architects create or organize systems to store and secure data.	Bachelor's degree	$117,450
	Information Security Analysts	Information security analysts plan and carry out security measures to protect an organization’s computer networks and systems.	Bachelor's degree	$120,360
	Network and Computer Systems Administrators	Network and computer systems administrators install, configure, and maintain organizations’ computer networks and systems.	Bachelor's degree	$95,360
	Web Developers and Digital Designers	Web developers create and maintain websites. Digital designers develop, create, and test website or interface layout, functions, and navigation for usability.	Bachelor's degree	$92,750

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