Computer Support Specialists

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.

Computer network support specialists held about 152,700 jobs in 2024. The largest employers of computer network support specialists were as follows:

Computer user support specialists held about 729,500 jobs in 2024. 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.

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 may qualify with a high school diploma plus relevant information technology (IT) certifications.

The median annual wage for computer network support specialists was $73,340 in May 2024.

The median annual wage for computer user support specialists was $60,340 in May 2024.

Overall employment of computer support specialists is projected to grow 3 percent from 2024 to 2034, decline.

About 50,500 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.