Career Exploration Series: How to become a Computer Specialist

What Computer Support Specialists Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Work Environment

Most computer support specialists have full-time work schedules; however, many do not work typical 9-to-5 jobs. Because computer support is important for businesses, many support specialists must be available 24 hours a day.

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. More technical positions are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Training

When they start out, computer user support specialists often work on simple problems. Over time, they learn more about the software or equipment they support and advance to positions that handle complex questions. Advancement can take anywhere from several months to a year, depending on how complicated a position is and how fast the specialist learns.

Advancement

Many of these workers advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales.

Pay

In May 2012, the median annual wage for computer network support specialists was $59,090. The median annual wage for computer user support specialists was $46,420 in May 2012.

Job Outlook

Employment of computer support specialists is projected to grow 17 percent from 2012 to 2022, faster than the average for all occupations. More support services will be needed as organizations upgrade their computer equipment and software.

Important Qualities

Customer service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problem that their customer is describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solution to a computer problem in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

See also:  Computer Operation Clerk or Computer Clerk