So, you’re interested in becoming a Technical Support Professional…
check out your future career!
Academy College can help you achieve your goals through our Technical Support Certificate program.
What’s the job all about?
Computer support specialists provide technical assistance, support, and advice to individuals and organizations that depend on information technology. They work within organizations that use computer systems, for computer hardware or software vendors, or for third-party organizations that provide support services on a contract basis, such as help-desk service firms. Support specialists are usually differentiated between technical support specialists and help-desk technicians.
Technical support specialists respond to inquiries from their organizations’ computer users and may run automatic diagnostics programs to resolve problems. In addition, they may write training manuals and train computer users in the use of new computer hardware and software. These workers also oversee the daily performance of their company’s computer systems, resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Help-desk technicians respond to telephone calls and e-mail messages from customers looking for help with computer problems. In responding to these inquiries, help-desk technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps. They also install, modify, clean, and repair computer hardware and software. Many computer support specialists start out at the help desk.
Help-desk technicians deal directly with customer issues, and their employers value them as a source of feedback on their products and services. They are consulted for information about what gives customers the most trouble, as well as other customer concerns.
A college degree is required for some computer support specialist positions, but an associate degree or certification may be sufficient for others. Strong problem-solving and communication skills are essential.
For some jobs, professional certification may qualify an applicant for employment. Certification can demonstrate proficiency in a product or process, and help applicants obtain some entry-level positions. Some hardware and software vendors require their computer support specialists to be certified, and many of these will fund this training after an applicant is hired. Academy College has linked a variety of certification exams to specific Computer Science courses. Thus, Academy College graduates are afforded the opportunity to graduate with both an academic credential as well as industry certifications!
Entry-level computer support specialists generally work directly with customers or in-house users. They may advance into positions that handle products or problems with higher levels of technical complexity. Some may advance into management roles. Some computer support specialists may find opportunities in other occupations, such as computer programmers or software engineers, designing products rather than assisting users. Promotions depend heavily on job performance, but formal education and professional certification can improve advancement opportunities. Advancement opportunities in hardware and software companies can occur quickly, sometimes within months.
What type of skills do I need to be successful in this career?
- Written and oral communication skills
- Problem solving skills
- Analytical skills
- Attention to detail
- Ability to work in teams
- Computer proficiency
- Keyboarding skills
- Research skills
- Customer service skills
- Adaptable to change
- Knowledge for learning
What’s the job market like?
Employment of computer support specialists is expected to increase by 14 percent from 2008 to 2018, which is faster than the average for all occupations. Demand for these workers will result as organizations and individuals continue to adopt the newest forms of technology. As technology becomes more complex and widespread, support specialists will be needed in greater numbers to resolve the technical problems that arise. Businesses, especially, will demand greater levels of support, as information technology has become essential in the business environment.
Job growth will be fastest in several industries that rely heavily on technology. These include the computer systems design and related services industry; the data processing, hosting and related services industry; the software publishing industry; and the management, scientific, and technical consulting industry. These industries will employ a growing number of support specialists as they utilize and provide an increasing array of IT services. Healthcare and related establishments, in addition, may see substantial growth as these organizations look to improve their efficiency and patient care through the use of information systems and other technology.
What type of earnings should I expect?
Median annual wages of wage-and-salary computer support specialists were $43,450 in May 2008. The middle 50 percent earned between $33,680 and $55,990. The lowest 10 percent earned less than $26,580, and the highest 10 percent earned more than $70,750. Median annual wages in the industries employing the largest numbers of computer support specialists in May 2008 were as follows:
| 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 |
| Elementary and secondary schools | $40,55 |
Source: Bureau of Labor Statistics, U.S. Department of Labor, Occupational Outlook Handbook, 2010-11 Edition, [accessed November 10, 2011] [http://www.bls.gov/oco/].
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