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Computer and Technical Support Specialist
Computer support specialists assist people with technical questions, and they consult companies with information technology needs. They are employed by companies with computer networks, software and hardware development companies, or firms that provide technical support. Support specialists do not have the same job responsibilities as help-desk technicians and technical support specialists.
Technical support specialists answer questions people using computer networks may have, and they initiate automatic diagnostics checks to recognize and fix problems. Likewise, they are often responsible for writing training or instruction handbooks, and they are usually required to train employees on the various functions of computer software and hardware utilized in the office. These specialists also supervise how computer networks perform on a daily basis, and they conduct troubleshooting and maintenance on Wide Area Networks (WAN), Local Area Networks (LAN), and other networks.
Help-desk technicians answer computer problem questions via e-mail and telephones. While answering questions, help-desk technicians have to be careful listeners, ask good questions to determine potential problems, and then clearly explain the steps that must be taken to correct problems. They also set-up, customize, enhance, and maintain computer software and hardware. Numerous computer support specialists begin their careers as help-desk technicians.
Help-desk technicians work one-on-one with customers, so managers frequently communicate with them to determine what customers like and dislike about their company's products. Most managers are curious to find out about what most customers are complaining about.
Work environment. Computer support specialists usually fulfill their responsibilities in brightly-lit and comfortable labs and office buildings. They normally work 40 hour weeks. Computer support specialists employed by computer support companies spend a lot of time assisting clients at their places of business. As more companies have networks installed, these specialists will be able to offer technical support from their homes or other locations. This will cut down on travel time and make it possible for specialists to assist more users who have questions and concerns.
Injuries are very rare in this field, but since computer support specialists spend most of the day in front of a computer, they must take precautions to avoid back pain, eyestrain, and problems associated carpal tunnel syndrome.
Education, Training and Qualifications
Many companies hiring support specialists recruit people with bachelor's degrees, but entry-level jobs are available for those with certificates or associate's degree. Computer support specialists should have excellent communication and problem-solving skills.
Education and training. Because computer support specialists must develop various skills to begin a career in this field, there are numerous routes one can take to find entry-level jobs. Computer support companies have varying job requirements, but most companies seek candidates with college degrees. Many companies will only hire job candidates holding bachelor's degrees in information systems, computer engineering, computer science, and related majors, but there are companies that will hire individuals with associate's degrees in subjects related to computer technology. Certain companies will hire people possessing college degrees in any subject, but job applicants must have prior work experience or the necessary computer skills. Some organizations will hire computer support specialists with extensive experience and the necessary knowledge to assist clients, even if they lack a college degree.
Support specialists usually receive training when they begin their new jobs. Training can take a week or year to complete, but most companies only require 3 months of training. Computer support specialists usually enroll in continuing education programs throughout their careers to remain current on technological changes and new methods being utilized to solve computer and network related problems.
Certification and other qualifications. Many computer support positions can be obtained with a professional certification. Certification demonstrates to employers that job applicants have the necessary knowledge and skills to resolve concerns. Certain hardware and software development companies require their support specialist employees to complete certification programs, and in most cases, these companies will pay for their employees to complete these programs. Elective certification programs are administered by various organizations, such as training companies and computer technology development firms.
Those wanting to begin careers as computer support specialists should possess excellent problem-solving, communication, and analytical skills since they spend a large portion of their days resolving users' concerns. Since they are also required to communicate frequently with clients, co-workers, and supervisors, they must be able to clearly communicate with others on the phone and via e-mail. Many computer support specialists are required to write technical manuals and send numerous e-mails daily, so it's useful for them to be able to write well and clearly.
Advancement. Computer support specialists employed in entry-level positions usually answer phones or assist network users within the organization. They can get promoted to jobs where they deal with more complex problems. Some computer support specialists get promoted to management positions. Many computer support specialists make career moves to work as programmers or software engineers, developing new technology rather than helping customers and users. Many companies make promotion decisions based on performance, but those with a college degree or professional certification enhance their chances of getting promoted. Computer support specialists employed by software and hardware development firms frequently receive promotions after just a few months.
Employment
During 2008, nearly 565,700 computer support specialists were employed throughout the United States. These professionals worked in various industries, with just under 20 percent working for companies specializing in computer systems design. Many computer support specialists worked for healthcare providers, telecommunications firms, software publishers, colleges and universities, government agencies, insurance companies, banks and brokerage firms, and support services organizations.
Job Outlook
Job growth is projected to increase quicker than average. There should be plenty of job opportunities for college educated computer support specialists with applicable job skills.
Employment change. Job growth for computer support specialists is estimated to expand by 14 percent through 2018, which is a quicker rate than average projected growth in other industries. Demand for these professionals will be spurred as more companies and individuals purchase computer technology. Since technology is becoming more complicated, larger quantities of support specialists will be required to answer questions and resolve concerns. More companies will rely on computer support specialists since their business operations are dependent upon information and computer technology.
More jobs will be created in industries where technology is heavily relied upon, such as technical consulting, software publishing, Internet hosting and administration, data processing, and other similar industries. More computer support specialists will be needed in these industries since companies within them rely on information technology. Likewise, because healthcare providers are utilizing computer technology and information systems to enhance treatment and efficiency, more computer support specialties will be hired by healthcare providers.
Foreign outsourcing will moderate expected growth in computer support service industries. Improvements in technology and the increased availability of the Internet are making it possible for more computer support specialists to work from home or remote locations. Many companies will seek to cut overhead by hiring specialists in regions where wages are lower.
Job prospects. Good job growth has been projected for computer support specialists, and those with applicable work experience and a bachelor's degree should have more job opportunities than individuals who've completed certification programs or earned associate's degrees.
Earnings
During 2008, median annual earnings for computer support specialists exceeded $40,000. Those in the 50th percentile made anywhere from $33,680-55,990 a year. Those in the bottom 10th percentile made under $26,580 a year, while those in the upper 10th percentile made over $70,750 a year. The following are the median yearly salaries in the fields where the majority of computer support specialists were employed during 2008:
Technical support specialists answer questions people using computer networks may have, and they initiate automatic diagnostics checks to recognize and fix problems. Likewise, they are often responsible for writing training or instruction handbooks, and they are usually required to train employees on the various functions of computer software and hardware utilized in the office. These specialists also supervise how computer networks perform on a daily basis, and they conduct troubleshooting and maintenance on Wide Area Networks (WAN), Local Area Networks (LAN), and other networks.
Help-desk technicians answer computer problem questions via e-mail and telephones. While answering questions, help-desk technicians have to be careful listeners, ask good questions to determine potential problems, and then clearly explain the steps that must be taken to correct problems. They also set-up, customize, enhance, and maintain computer software and hardware. Numerous computer support specialists begin their careers as help-desk technicians.
Help-desk technicians work one-on-one with customers, so managers frequently communicate with them to determine what customers like and dislike about their company's products. Most managers are curious to find out about what most customers are complaining about.
Work environment. Computer support specialists usually fulfill their responsibilities in brightly-lit and comfortable labs and office buildings. They normally work 40 hour weeks. Computer support specialists employed by computer support companies spend a lot of time assisting clients at their places of business. As more companies have networks installed, these specialists will be able to offer technical support from their homes or other locations. This will cut down on travel time and make it possible for specialists to assist more users who have questions and concerns.
Injuries are very rare in this field, but since computer support specialists spend most of the day in front of a computer, they must take precautions to avoid back pain, eyestrain, and problems associated carpal tunnel syndrome.
Education, Training and Qualifications
Many companies hiring support specialists recruit people with bachelor's degrees, but entry-level jobs are available for those with certificates or associate's degree. Computer support specialists should have excellent communication and problem-solving skills.
Education and training. Because computer support specialists must develop various skills to begin a career in this field, there are numerous routes one can take to find entry-level jobs. Computer support companies have varying job requirements, but most companies seek candidates with college degrees. Many companies will only hire job candidates holding bachelor's degrees in information systems, computer engineering, computer science, and related majors, but there are companies that will hire individuals with associate's degrees in subjects related to computer technology. Certain companies will hire people possessing college degrees in any subject, but job applicants must have prior work experience or the necessary computer skills. Some organizations will hire computer support specialists with extensive experience and the necessary knowledge to assist clients, even if they lack a college degree.
Support specialists usually receive training when they begin their new jobs. Training can take a week or year to complete, but most companies only require 3 months of training. Computer support specialists usually enroll in continuing education programs throughout their careers to remain current on technological changes and new methods being utilized to solve computer and network related problems.
Certification and other qualifications. Many computer support positions can be obtained with a professional certification. Certification demonstrates to employers that job applicants have the necessary knowledge and skills to resolve concerns. Certain hardware and software development companies require their support specialist employees to complete certification programs, and in most cases, these companies will pay for their employees to complete these programs. Elective certification programs are administered by various organizations, such as training companies and computer technology development firms.
Those wanting to begin careers as computer support specialists should possess excellent problem-solving, communication, and analytical skills since they spend a large portion of their days resolving users' concerns. Since they are also required to communicate frequently with clients, co-workers, and supervisors, they must be able to clearly communicate with others on the phone and via e-mail. Many computer support specialists are required to write technical manuals and send numerous e-mails daily, so it's useful for them to be able to write well and clearly.
Advancement. Computer support specialists employed in entry-level positions usually answer phones or assist network users within the organization. They can get promoted to jobs where they deal with more complex problems. Some computer support specialists get promoted to management positions. Many computer support specialists make career moves to work as programmers or software engineers, developing new technology rather than helping customers and users. Many companies make promotion decisions based on performance, but those with a college degree or professional certification enhance their chances of getting promoted. Computer support specialists employed by software and hardware development firms frequently receive promotions after just a few months.
Employment
During 2008, nearly 565,700 computer support specialists were employed throughout the United States. These professionals worked in various industries, with just under 20 percent working for companies specializing in computer systems design. Many computer support specialists worked for healthcare providers, telecommunications firms, software publishers, colleges and universities, government agencies, insurance companies, banks and brokerage firms, and support services organizations.
Job Outlook
Job growth is projected to increase quicker than average. There should be plenty of job opportunities for college educated computer support specialists with applicable job skills.
Employment change. Job growth for computer support specialists is estimated to expand by 14 percent through 2018, which is a quicker rate than average projected growth in other industries. Demand for these professionals will be spurred as more companies and individuals purchase computer technology. Since technology is becoming more complicated, larger quantities of support specialists will be required to answer questions and resolve concerns. More companies will rely on computer support specialists since their business operations are dependent upon information and computer technology.
More jobs will be created in industries where technology is heavily relied upon, such as technical consulting, software publishing, Internet hosting and administration, data processing, and other similar industries. More computer support specialists will be needed in these industries since companies within them rely on information technology. Likewise, because healthcare providers are utilizing computer technology and information systems to enhance treatment and efficiency, more computer support specialties will be hired by healthcare providers.
Foreign outsourcing will moderate expected growth in computer support service industries. Improvements in technology and the increased availability of the Internet are making it possible for more computer support specialists to work from home or remote locations. Many companies will seek to cut overhead by hiring specialists in regions where wages are lower.
Job prospects. Good job growth has been projected for computer support specialists, and those with applicable work experience and a bachelor's degree should have more job opportunities than individuals who've completed certification programs or earned associate's degrees.
Earnings
During 2008, median annual earnings for computer support specialists exceeded $40,000. Those in the 50th percentile made anywhere from $33,680-55,990 a year. Those in the bottom 10th percentile made under $26,580 a year, while those in the upper 10th percentile made over $70,750 a year. The following are the median yearly salaries in the fields where the majority of computer support specialists were employed during 2008:
- Professional and commercial equipment and supplies merchant wholesalers $48,580
- Management of companies and enterprises 45,200
- Colleges, universities, and professional schools 43,130
- Computer systems design and related services 43,080