Provide technical assistance to computer system users. Answer questions or resolve computer problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
|$41,470.00||Median Annual Wage||24,000||Average Job Openings Per Year|
|3.8||Average Unemployment Percentage||13.4||Percentage That Completed High School|
|552,000||Employment Numbers in 2006||44.0||Percentage That Had Some College|
|624,000||Employment Numbers in 2016 (est.)||42.6||Percentage That Went Beyond College Degree|
Automatic Data Processing Customer Liaison (ADP Customer Liaison)
Call Center Manager
Call Center Supervisor
Computer Hardware Technician
Computer Lab Assistant
Computer Support Technician
Computer Technical Specialist
Computer Technology Instructor
Customer Service Representative
Customer Service Technician
Customer Support Analyst
Desktop Support Specialist
Desktop Support Technician
Electronic Data Processing Auditor (EDP Auditor)
Help Desk Analyst
Help Desk Manager
Help Desk Operator
Help Desk Representative
Help Desk Specialist
Help Desk Support Specialist
Help Desk Technician
Information Systems Technician
Information Technology Analyst (IT Analyst)
Information Technology Consultant (IT Consultant)
Information Technology Specialist (IT Specialist)
Information Technology Specialist, Customer Support
Information Technology Technician (IT Technician)
Micro Computer Specialist
Microcomputer Support Specialist
Microsoft Certified Systems Administrator (MCSA)
Microsoft Office Specialist
Network Control Operator
Network Support Analyst
Network Support Technician
Office Automation Technician
Office Systems Coordinator
PC Installation Engineer (Personal Computer Installation Engineer)
PC Support Specialist (Personal Computer Support Specialist)
PC Support Technician (Personal Computer Support Technician)
PC Tech (Personal Computer Technician)
Product Support Specialist
Sales Support Technician
Supervisor, Network Control Operators
Technical Support Analyst
Technical Support Manager
Technical Support Representative
Technical Support Specialist
User Support Analyst
User Support Analyst Supervisor
Work Station Support Specialist
A college degree is required for some computer support specialist positions, but certification and relevant experience may be sufficient for others. A bachelor’s degree is required for many network and computer systems administrator positions. For both occupations, strong analytical and communication skills are essential.
Education and training. Due to the wide range of skills required, there are many paths of entry to a job as a computer support specialist or systems administrator. Training requirements for computer support specialist positions vary, but many employers prefer to hire applicants with some formal college education. A bachelor’s degree in computer science or information systems is a prerequisite for some jobs; other jobs, however, may require only a computer-related associate degree. And for some jobs, relevant computer experience and certifications may substitute for formal education. For systems administrator jobs, many employers seek applicants with bachelor’s degrees, although not necessarily in a computer-related field.
A number of companies are becoming more flexible about requiring a college degree for support positions. In the absence of a degree, however, certification and practical experience are essential. Certification training programs, offered by a variety of vendors and product makers, may help some people to qualify for entry-level positions.
Other qualifications. People interested in becoming a computer support specialist or systems administrator must have strong problem-solving, analytical, and communication skills because troubleshooting and helping others are vital parts of the job. The constant interaction with other computer personnel, customers, and employees requires computer support specialists and systems administrators to communicate effectively on paper, via e-mail, over the phone, or in person. Strong writing skills are useful in preparing manuals for employees and customers.
Advancement. Beginning computer support specialists usually work for organizations that deal directly with customers or in-house users. Support specialists may advance into positions in which they use what they have learned from customers to improve the design and efficiency of future products. Job promotions usually depend more on performance than on formal education. Eventually, some computer support specialists become software engineers, designing products rather than assisting users. Computer support specialists in hardware and software companies often enjoy great upward mobility; advancement sometimes comes within months of becoming employed.
Entry-level network and computer systems administrators are involved in routine maintenance and monitoring of computer systems, typically working behind the scenes in an organization. After gaining experience and expertise, they often are able to advance to more senior-level positions. For example, senior network and computer systems administrators may make presentations to executives and managers on the security of the company computer network. They also may translate the needs of an organization into a set of technical requirements based on the available technology. As with support specialists, administrators may become software engineers involved in system and network design.
As technology continues to improve, computer support specialists and systems administrators must strive to acquire new skills. Many continuing education programs are provided by employers, hardware and software vendors, colleges and universities, and private training institutions. Professional development seminars offered by computing services firms also can enhance skills and advancement opportunities.
In the last decade, computers have become an integral part of everyday life at home, work, school, and nearly everywhere else. Of course, almost every computer user encounters a problem occasionally, whether it is the annoyance of a forgotten password or the disaster of a crashing hard drive. The explosive use of computers has created demand for specialists who provide advice to users, as well as for the day-to-day administration, maintenance, and support of computer systems and networks.
Computer support specialists provide technical assistance, support, and advice to customers and other users. This occupational group includes technical support specialists and help-desk technicians. These troubleshooters interpret problems and provide technical support for hardware, software, and systems. They answer telephone calls, analyze problems by using automated diagnostic programs, and resolve recurring difficulties. Support specialists work either within a company that uses computer systems or directly for a computer hardware or software vendor. Increasingly, these specialists work for help-desk or support services firms, for which they provide computer support to clients on a contract basis.
Technical support specialists respond to inquiries from their organizations’ computer users and may run automatic diagnostics programs to resolve problems. They also install, modify, clean, and repair computer hardware and software. In addition, they may write training manuals and train computer users in how to use new computer hardware and software. These workers also oversee the daily performance of their company’s computer systems and evaluate how useful software programs are.
Help-desk technicians respond to telephone calls and e-mail messages from customers looking for help with computer problems. In responding to these inquiries, help-desk technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.
Help-desk technicians deal directly with customer issues and companies value them as a source of feedback on their products. They are consulted for information about what gives customers the most trouble, as well as other customer concerns. Most computer support specialists start out at the help desk.
Network and computer systems administrators design, install, and support an organization’s computer systems. They are responsible for local-area networks (LAN), wide-area networks (WAN), network segments, and Internet and intranet systems. They work in a variety of environments, including professional offices, small businesses, government organizations, and large corporations. They maintain network hardware and software, analyze problems, and monitor networks to ensure their availability to system users. These workers gather data to identify customer needs and then use the information to identify, interpret, and evaluate system and network requirements. Administrators also may plan, coordinate, and implement network security measures.
Systems administrators are responsible for maintaining network efficiency. They ensure that the design of an organization’s computer system allows all of the components, including computers, the network, and software, to work properly together. Furthermore, they monitor and adjust the performance of existing networks and continually survey the current computer site to determine future network needs. Administrators also troubleshoot problems reported by users and by automated network monitoring systems and make recommendations for future system upgrades.
In some organizations, computer security specialists may plan, coordinate, and implement the organization’s information security. These workers educate users about computer security, install security software, monitor networks for security breaches, respond to cyber attacks, and, in some cases, gather data and evidence to be used in prosecuting cyber crime. The responsibilities of computer security specialists have increased in recent years as cyber attacks have become more common. This and other growing specialty occupations reflect an increasing emphasis on client-server applications, the expansion of Internet and intranet applications, and the demand for more end-user support.
Work environment. Computer support specialists and systems administrators normally work in well-lighted, comfortable offices or computer laboratories. They usually work about 40 hours a week, but if their employer requires computer support over extended hours, they may be on call for rotating evening or weekend work. Overtime may be necessary when unexpected technical problems arise. Like other workers who type on a keyboard for long periods, computer support specialists and systems administrators are susceptible to eyestrain, back discomfort, and hand and wrist problems such as carpal tunnel syndrome.
Computer support specialists and systems administrators constantly interact with customers and fellow employees as they answer questions and give advice. Those who work as consultants are away from their offices much of the time, sometimes spending months working in a client’s office.
As computer networks expand, more computer support specialists and systems administrators may be able to provide technical support from remote locations. This capability would reduce or eliminate travel to the customer’s workplace. Systems administrators also can administer and configure networks and servers remotely, although this practice is not as common as it is among computer support specialists.
Median annual earnings of wage-and-salary computer support specialists were
|Management of companies and enterprises||42,770|
|Computer systems design and related services||42,510|
|Colleges, universities, and professional schools||40,130|
|Elementary and secondary schools||37,880|
Median annual earnings of wage-and-salary network and computer systems administrators were
|Wired telecommunications carriers||$70,790|
|Computer systems design and related services||66,680|
|Management of companies and enterprises||66,020|
|Colleges, universities, and professional schools||54,590|
|Elementary and secondary schools||53,750|
According to Robert Half Technology, starting salaries in 2007 ranged from $27,500 to $37,000 for help-desk workers. Starting salaries for desktop support analysts ranged from $46,500 to $65,250. For systems administrators, starting salaries ranged from $50,000 to $75,750.
Employment of computer support specialists and systems administrators is expected to increase much faster than the average. Job prospects should be best for those with a college degree and relevant experience.
Employment change. Employment of computer support specialists and systems administrators is expected to increase by
Employment of computer support specialists is expected to increase by
Job growth among computer support specialists reflects the rapid evolution of technology. As computers and software become more complex, support specialists will be needed to provide technical assistance to customers and other users. The adoption of new mobile technologies, such as the wireless Internet, will continue to create a need for these workers to familiarize and educate computer users. Consulting jobs for computer support specialists also should continue to increase as businesses seek help managing, upgrading, and customizing ever more complex computer systems.
Employment of network and computer systems administrators is expected to increase by
Demand for computer security specialists will grow as businesses and government continue to invest heavily in cyber security, protecting vital computer networks and electronic infrastructures from attack. The information security field is expected to generate many new system administrator jobs over the next decade as firms across all industries place a high priority on safeguarding their data and systems.
Employment of network and computer systems administrators, however, may be tempered somewhat by offshore outsourcing, as firms transfer work to countries with lower-prevailing wages and highly skilled work forces. Systems administrators may increasingly be able to manage computer systems from remote locations as technology advances.
Job prospects. Job prospects should be best for college graduates who possess the latest technological skills, particularly graduates who have supplemented their formal education with relevant work experience. Employers will continue to seek computer specialists who possess strong fundamental computer skills combined with good interpersonal and communication skills. Due to the demand for computer support specialists and systems administrators over the next decade, those who have strong computer skills but do not have a college degree should continue to qualify for some entry-level positions.
Computer support specialists and systems administrators held about
Employers of computer support specialists and systems administrators range from startup companies to established industry leaders. As computer networks become an integral part of business, industries not typically associated with computerssuch as constructionincreasingly need computer support workers.