Computer Support Specialist
A Computer Support Specialist is a professional who provides technical assistance and support for computers and related devices. They may work internally within an organization, assisting employees, or externally as contractors for technical support companies. These specialists can either focus on specific systems or offer general support, and they must be adept at solving complex issues under pressure. The role typically requires strong problem-solving skills, excellent communication abilities, and a solid understanding of various software and hardware systems.
Employment for Computer Support Specialists is forecasted to grow faster than average, with entry-level positions generally requiring an associate's degree. The median annual earnings for this role are approximately $60,810. Specialists often work in office settings but may also need to provide on-site support, which could involve irregular hours. Daily responsibilities include troubleshooting issues, setting up and maintaining computer systems, and providing Help Desk services to users. Ongoing training is crucial, as these professionals must stay updated on technological advancements to effectively assist clients with a range of computer-related problems.
Computer Support Specialist
Snapshot
Career Cluster(s): Information Technology, Science, Technology, Engineering & Mathematics
Interests: Computer technology, solving problems, customer service, communicating with others
Earnings (Yearly Median): $60,810 per year $29.24 per hour
Employment & Outlook: 5% (Faster than average)
Entry-Level Education Associate's degree
Related Work Experience None
On-the-job-Training None
Overview
Sphere of Work. Computer support specialists provide technical support for computers and a variety of related devices and programs. They may work in an internal support capacity, provide assistance to their fellow employees, or support organizations or individuals as contractors or employees of dedicated technical support companies. Computer support specialists may specialize in one type of system or software or offer general support. They must be able to offer solutions to complex issues in a high-pressure environment.
Work Environment. Computer support specialists generally work in office facilities, although they may at times be required to provide on-site support in other locations. A specialist may work independently to meet the needs of a small organization or alongside other specialists performing similar tasks in a large help-desk facility. Computer support specialists may work more than forty hours per week and may be required to work nights, weekends, and on-call hours as needed.
Occupation Interest. Individuals drawn to the profession of computer support specialist are skilled in computer technology and customer service. They are capable problem solvers interested in understanding complex software and the interactions between various forms of technology. Specialists must be excellent communicators and able to work with customers who are often frustrated or under time constraints.
A Day in the Life—Duties and Responsibilities. The daily duties of a computer support specialist vary according to the organization for which he or she works and the type of support the specialist provides. In general, computer support specialists respond to inquiries or requests for help from clients or fellow employees. They may be responsible for the oversight of all computer systems, or they may specialize in troubleshooting and problem-solving for one type of software or computer function.
When responsible for organizational systems, computer support specialists spend their time setting up and programming new computers, repairing and replacing malfunctioning units, installing software, training employees to use the systems in place, and maintaining internal networks and servers. They may also provide Help Desk services, answering user queries and ensuring that systems function smoothly.
Help-desk specialists may receive requests for assistance in person or via phone or e-mail. They often access users’ computers remotely. They must be familiar with a variety of operating systems and computer types and be able to identify and understand physical, electronic, and software problems. If the cause of a problem is difficult to identify, a computer support specialist must be able to run diagnostic tests to pinpoint the issue. Specialists reinstall operating systems, remotely clean infected or malfunctioning systems, and work with customers to ensure that problems do not reoccur. They often provide support related to printers, scanners, email, networking and Internet access, and word-processing and spreadsheet software.
Computer support specialists must remain up to date regarding advances in computer technology and must be able to explain complex systems in a clear and understandable manner. Because of this, specialists typically undergo a significant amount of ongoing training and may occasionally attend workshops or industry conferences.
Help-Desk Technicians. Help-Desk Technicians answer telephone calls and email messages from customers needing help with computer problems.
Work Environment
Immediate Physical Environment. Computer support specialists typically work in office environments, but the nature of these facilities varies based on industry. A specialist may work in a small office in an individual company or be one of many support specialists housed in a large facility. Though most large support facilities are operated as call centers, some companies have begun to allow employees to work in flexible or shared office spaces or even from their own homes.
Human Environment. Computer support specialists spend their workdays in constant interaction with clients. They may also interact with managers, coworkers, and other support specialists throughout the day. In office support environments, specialists interact regularly with fellow employees.
Technological Environment. A computer support specialist must be familiar with all computer technology used by their employer and should also be able to recommend advances and upgrades to existing systems. A specialist generally must have a thorough knowledge of both hardware and software as well as network systems and other peripheral equipment and accessories.
Education, Training, and Advancement
High School/Secondary. Students interested in the field of computer support should take courses in computer programming and computer science, as well as algebra and calculus. Business or applied mathematics classes may be useful as well.
Postsecondary. Requirements for computer support specialists vary. While an associate degree from a technical or two-year college is the minimum educational requirement for computer support specialists in some companies, a four-year degree is preferred by larger employers. In many cases, the field of study is not necessarily important, although completion of computer-related courses is strongly recommended. More technical positions may require a bachelor's degree in computer science, information science, or engineering. A specialist seeking to advance to a specialized, higher-level position may benefit from pursuing a master’s degree or doctorate, but this level of expertise is generally not needed for a support position.
Related Occupations
− Computer & Information Systems Manager
− Computer-Control Tool Programmer
− Customer Service Representative
− Electronic Equipment Repairer
− Information Security Analyst
− Information Technology Project Manager
− Network & Computer Systems Administrator
Bibliography
"Computer Support Specialists." Occupational Outlook Handbook. US Bureau of Labor Statistics, 17 Apr. 2024, www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm. Accessed 28 Aug. 2024.