Computer User Support Specialists

Career summary

Computer support specialists may also be called computer technicians, help desk specialists or analysts, technical or network support specialists, or computer specialists.

#review 3/21/19 lh

Computer user support specialists help coworkers or people who bought their companies' products. They start by talking to customers about problems they may be having. They either make the repairs themselves or tell customers what to change.

Computer user support specialists may have different tasks depending on if they are providing support to customers or coworkers.

Coworker support

Some computer user support specialists help coworkers test or monitor systems to locate the problem. They make repairs and test to make sure the problems are fixed. They may continue to monitor computers to see if more work needs to be done. Specialists document what repairs they made and what hardware or software they installed.

Computer user support specialists talk with managers and staff about the company's computer needs. They may help to locate computers or software that meet the company's needs. They install software following manufacturers' guidelines.

Specialists in large companies may develop training materials and teach staff how to use new software. They may also supervise other computer user support staff.

Customer support

Other computer user support specialists help customers who bought products from computer hardware and software vendors. They communicate with customers by telephone or e-mail. They usually do not have access to the computer.

Computer user support specialists talk customers through how to install software or replace hardware. They send out new parts if the hardware is not working. Specialists document the type of questions they answer each day.

Because computer hardware and software are constantly changing, support specialists must be aware of developments in the field. They may attend conferences and trainings or read magazines to learn about changes.

Related careers

This career is part of the Information Technology cluster of careers.

Related careers include:

• Audio-Visual Specialists
• Computer Engineers
• Computer Network Support Specialists
• Computer Operators
• Computer Programmers
• Computer Systems Analysts
• Computer, ATM, and Office Machine Repairers
• Database Administrators
• Engineering Technicians
• Library Technical Assistants
• Sound Engineering Technicians

Job duties

Task list

The following list of tasks is specific to computer user support specialists.

• Help computer users solve software and hardware problems, answering any questions.
• Install software or make minor repairs to computers following design or installation directions.
• Set up computer equipment for people. Make sure the system runs correctly.
• Maintain record of telephone calls and e-mails. Track what types of problems, what they did to help, and what software they installed.
• Read technical manuals, talk with users, and conduct computer tests. Learn what the problem is and find ways to solve it.
• Talk with staff and managers to learn what new equipment is needed or what changes need to be made to computers.
• Supervise other computer user support workers.
• Develop training materials and train staff on company procedures.
• Refer major hardware or software problems to the company who made it or to service technicians.
• Evaluate new software and hardware. Test commands and functions to detect errors and make sure everything is running correctly.
• Evaluate if customers are using the proper software and hardware for their needs.
• Test and monitor software, hardware, and connected equipment.
• Read trade magazines and attend conferences to build knowledge about hardware and software.

Common work activities

Computer user support specialists perform the following tasks. These tasks are common to many careers.

• Use computers
• Get information needed to do the job
• Communicate with supervisors, peers, or subordinates
• Update and use job-related knowledge
• Make decisions and solve problems
• Organize, plan, and prioritize work
• Repair and maintain electronic equipment
• Process information
• Document and record information
• Think creatively
• Establish and maintain relationships
• Explain the meaning of information to others
• Teach others
• Identify objects, actions, and events
• Monitor events, materials, and surroundings
• Analyze data or information
• Handle and move objects
• Perform administrative tasks
• Schedule work and activities
• Inspect equipment, structures, or materials

Work requirements

Working conditions

In a typical work setting, computer user support specialists:

Interpersonal relationships

• Have a high level of social interaction.
• Are somewhat responsible for the work done by others.
• Are often placed in conflict situations in which others may be rude or angry due to frustration with computers.
• Communicate with coworkers or users daily by telephone, e-mail, or in person.
• Work as part of a team.
• Sometimes write letters and memos.

Physical work conditions

• Always work indoors.
• Work near other people, but have a few feet of space separating self from others.

Work performance

• Must be sure that all details of a repair are done and completed accurately. This is to make sure they fix problems the first time and do not create new problems.
• Can make most decisions and set most tasks and goals without consulting a supervisor.
• Sometimes make decisions that affect others.
• Repeat the same physical and mental activities.
• Must meet daily and weekly deadlines.

Hours/travel

• Work a regular 40 hour work week.
• May be able to work at home. As technology advances, specialists will be able to identify problems from their own computers.

Physical demands

Computer user support specialists frequently:

• Sit for long periods of time.

It is important for computer user support specialists to be able to:

• See details of objects that are less than a few feet away.
• Speak clearly so listeners can understand.
• Understand the speech of another person.
• Use fingers to grasp, move, or assemble very small objects.

It is not as important, but still necessary, for computer user support specialists to be able to:

• Hold the arm and hand in one position or hold the hand steady while moving the arm.
• See details of objects that are more than a few feet away.
• See differences between colors, shades, and brightness.
• Use one or two hands to grasp, move, or assemble objects.
• Make quick, precise adjustments to machine controls.
• Use muscles to lift, push, pull, or carry heavy objects.
• Use stomach and lower back muscles to support the body for long periods without getting tired.
• Bend, stretch, twist, or reach out.
• Coordinate movement of several parts of the body, such as arms and legs, while the body is moving.
• Be physically active for long periods without getting tired or out of breath.
• Move two or more limbs together (for example, two arms, two legs, or one leg and one arm) while remaining in place.
• Make fast, repeated movements of fingers, hands, and wrists.
• Focus on one source of sound and ignore others.

Skills and abilities

Computer user support specialists need to:

Communicate

• Speak clearly so listeners can understand.
• Understand spoken information.
• Understand written information.
• Read and understand work-related materials.
• Listen to others and ask questions.
• Write clearly so other people can understand.

Reason and problem solve

• Follow guidelines to arrange objects or actions in a certain order.
• Recognize the nature of a problem.
• Analyze ideas and use logic to determine their strengths and weaknesses.
• Notice when something is wrong or is likely to go wrong.
• Use reasoning to discover answers to problems.
• Judge the costs and benefits of a possible action.
• Combine several pieces of information and draw conclusions.
• Recognize when important changes happen or are likely to happen in a system.
• Understand new information or materials by studying and working with them.
• Think of new ideas about a topic.
• Develop rules that group items in various ways.

Manage oneself, people, time, and things

• Manage the time of self and others.
• Check how well one is learning or doing something.

Work with people

• Teach others how to do something.
• Look for ways to help people.

Education and training

Educational programs

The programs of study listed below will help you prepare for the occupation or career cluster you are exploring.

Programs of study directly related to this occupation

• Computer Support Specialist
• Computer Systems Technology
• Medical Office Support

Other programs of study to consider

• Computer Installation and Repair
• Computer Programming
• Computer Systems Networking and Administration
• Data Entry and Processing
• Telecommunications Technology
• Webmaster and Web Management

Training

To work as a computer user support specialist, you typically need to:

• have a high school diploma or equivalent; and
• complete formal training.

Education after high school

Many computer user support specialists learn their skills through formal training programs. Some employers require at least an associate degree and a few prefer a bachelor's degree. Vocational schools, community colleges, and colleges offer training. Common areas of study are computer science or information technology.

Work experience

You can get experience through part-time or summer jobs in the computer industry. Another approach is to gain experience through your hobbies, such as building computer systems or learning software programs. A common way to demonstrate your level of experience to employers is to get certified in an area of computing. Many employers look for candidates with one to two years or related experience.

On-the-job training

New specialists start by dealing directly with customers or in-house users. They often receive on-the-job training. The length of training varies by employer. 

Because of rapid changes in technology, support specialists often attend training sessions to update their skills. Employers, software and hardware vendors, colleges and universities, and private training firms offer continuing education courses.

Helpful high school courses

In high school, take classes that prepare you for college. A college preparatory curriculum may be different from your state's graduation requirements.

You should also consider taking some advanced courses in high school. This includes Advanced Placement (AP) and International Baccalaureate (IB) courses if they are available in your school. If you do well in these courses, you may receive college credit for them. Advanced courses can also strengthen your college application.

Helpful electives to take in high school that prepare you for this career include:

• Computer Applications
• Computer Programming
• Computer Science

The courses listed above are meant to help you create your high school plan. If you have not already done so, talk to a school counselor or parent about the courses you are considering taking.

You should also check with a teacher or counselor to see if work-based learning opportunities are available in your school and community. These might include field trips, job shadowing, internships, and actual work experience. The goal of these activities is to help you connect your school experiences with real-life work.

Join some groups, try some hobbies, or volunteer with an organization that interests you. By participating in activities you can have fun, make new friends, and learn about yourself. Maybe one of them will help direct you to a future career. Here are examples of activities and groups that may be available in your high school or community.

Things to know

Some employers prefer specialists who have at least two years of training after high school. A growing number of employers prefer specialists who have a four-year degree. Experience and skills, however, can substitute for formal training.

Employers prefer applicants who know the hardware and software their company uses. When there is a big demand for computer user support specialists, employers may be more likely to hire someone who has the skills they need rather than someone who has a degree.

Employers look for people who have strong problem-solving and analytical skills. They also look for people who can communicate well with a variety of people.

The ability to remain calm and tactful when helping customers who are stressed due to a computer problem is important. For workers beyond entry level, experience with a variety of database, spreadsheet, word processing, and graphics programs is helpful.

Costs to workers

Some workers join a professional association, which may have annual dues. Workers may also pay for continuing education to keep up with changes in the field, but often this is paid for by the employer.

Job listings

Listed below are links to job categories from the National Labor Exchange that relate to this career. Once you get a list of jobs, you can view information about individual jobs and find out how to apply. If your job search finds too many openings, or if you wish to search for jobs outside of Washington, you will need to refine your search.

• Computer Support Specialists 

To get a listing of current jobs from the WorkSource system, go to the WorkSource website .

Wages

Pay varies with the worker's skills and level of education. Pay also varies with the employer's location and size.

Full-time computer user support specialists generally receive benefits. Common benefits include health insurance, paid vacation, and sick leave.

Employment and outlook

Washington outlook

The table below provides information about the number of workers in this career in various regions. It also provides information about the expected growth rate and future job openings.

National employment

Major employers:

• Computer systems design companies
• Colleges and universities
• Information services companies

National outlook

Demand for this occupation will continue to grow at a strong pace. Support specialists will be needed to install, upgrade, and repair computer equipment. Demand will be strongest in the health care industry. Increased use of cloud-computing may slightly reduce the need for support specialists.

Job prospects are good for entry-level workers because advancement opportunities are good. People with bachelor's degrees will have the best opportunities.

Other resources

Association for Women in Computing - Puget Sound Chapter 
3743 S. 170th Street
Sea-Tac, WA 98188

Computing Technology Industry Association 
3500 Lacey Road, Suite 100
Downers Grove, IL 60515
630.678.8300

IEEE Computer Society 
2001 L Street NW, Suite 700
Washington, DC 20036
202.371.0101

Institute for Certification of Computing Professionals (ICCP) 
244 S Randall Road #116
Elgin, IL 60123
847.299.4227

International Association for Computer Information Systems 
405.744.8632

Washington Technology Industry Association 
2200 Alaskan Way, Suite 390
Seattle, WA 98121
206.448.3033

References

Career cluster

• Information Technology

Career path

• Realistic (Technical)

O*Net  occupation

• Computer User Support Specialists (15-1151.00) 

O*Net job zone 

• Job Zone 3 - Medium preparation needed. Previous work-related skill, knowledge, or experience is required for these occupations.

DOT occupations

• Microcomputer Support Specialist (039.264-010) 
• Network Control Operator (031.262-014) 
• Supervisor, Network Control Operators (031.132-010) 
• Technical Support Specialist (033.162-018) 
• User Support Analyst (032.262-010) 
• User Support Analyst Supervisor (032.132-010) 

Strong Interest Inventory

• Technical Support Specialist

Holland occupational clusters

• Realistic/Conventional/Investigative
• Realistic/Investigative/Conventional

COPSystem

• Service Skilled