Computer network support specialists held about 191,300 jobs in 2018. The largest employers of computer network support specialists were as follows:
| Computer systems design and related services | 18% |
| Telecommunications | 13 |
| Finance and insurance | 8 |
| Management of companies and enterprises | 6 |
| Data processing, hosting, and related services | 4 |
Computer user support specialists held about 671,800 jobs in 2018. The largest employers of computer user support specialists were as follows:
| Computer systems design and related services | 22% |
| Educational services; state, local, and private | 13 |
| Management of companies and enterprises | 5 |
| Software publishers | 4 |
| Temporary help services | 4 |
Faster computer networks are making it possible for some support specialists, particularly help-desk technicians, to telework, or work from their home. However, a few 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 services may need to be available 24 hours a day. As a result, many support specialists must work nights or weekends.
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
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.
Advancement
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.
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 $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:
| Telecommunications | $72,160 |
| 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:
| Software publishers | $57,230 |
| 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.
Employment of computer support specialists is projected to grow 10 percent from 2018 to 2028, faster than 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. 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 of support specialists in computer systems design and related services firms is projected to grow 24 percent from 2018 to 2028.
Employment growth also may come from increasing demand for IT support services from healthcare industries. This field is expected to greatly increase its use of IT, and support services will be crucial to keep everything running properly.
Job Prospects
Job prospects should be favorable. There are usually clear advancement possibilities for computer support specialists, creating new job openings. Applicants with a bachelor’s degree and a strong technical background should have the best job opportunities.
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
For information about opportunities for women pursuing information technology careers, visit
National Center for Women & Information Technology