Computer Network Support Specialists

Analyze, test, troubleshoot, and evaluate existing network systems, such as local area networks (LAN), wide area networks (WAN), cloud networks, servers, and other data communications networks. Perform network maintenance to ensure networks operate correctly with minimal interruption.

On the job, you would:

Back up network data.
Configure security settings or access permissions for groups or individuals.
Analyze and report computer network security breaches or attempted breaches.

Important Qualities

Communication skills. Computer support specialists must clearly convey information, both orally and in writing. They must describe solutions to computer problems in way that nontechnical users can understand.

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

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions for clarification.

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

Personality

A3	Your Strengths	Importance	Characteristics of this Career
		89%	Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
		88%	Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
		87%	Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
		86%	Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
		84%	Integrity - Job requires being honest and ethical.
		83%	Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
		81%	Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
		81%	Initiative - Job requires a willingness to take on responsibilities and challenges.
		81%	Self-Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
		79%	Persistence - Job requires persistence in the face of obstacles.
		75%	Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
		72%	Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
		71%	Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.
		70%	Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
		66%	Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
		65%	Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.

A3	Your Strengths	Importance	Strengths
		83%	Realistic - Work involves designing, building, or repairing of equipment, materials, or structures, engaging in physical activity, or working outdoors. Realistic occupations are often associated with engineering, mechanics and electronics, construction, woodworking, transportation, machine operation, agriculture, animal services, physical or manual labor, athletics, or protective services.

A3	Your Strengths	Importance	Values of the Work Environment
		72%	Achievement - Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
		67%	Support - Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
		61%	Working Conditions - Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.

Aptitude

A3	Your Strengths	Importance	Abilities \| Cognitive, Physical, Personality
		72%	Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
		72%	Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
		72%	Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
		69%	Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
		69%	Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
		66%	Written Comprehension - The ability to read and understand information and ideas presented in writing.
		63%	Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
		60%	Speech Clarity - The ability to speak clearly so others can understand you.
		60%	Written Expression - The ability to communicate information and ideas in writing so others will understand.
		60%	Near Vision - The ability to see details at close range (within a few feet of the observer).
		60%	Speech Recognition - The ability to identify and understand the speech of another person.
		53%	Selective Attention - The ability to concentrate on a task over a period of time without being distracted.

A3	Your Strengths	Importance	Skills \| Cognitive, Physical, Personality
		55%	Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.
		54%	Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
		52%	Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
		52%	Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Job Details

Responsibilities

Monitor the performance of computer networks.

Analyze data to identify or resolve operational problems.

Develop specifications for computer network operation.

Configure computer networks.

Implement security measures for computer or information systems.

Configure computer networks.

Document network-related activities or tasks.

Test computer system operations to ensure proper functioning.

Resolve computer network problems.

Install computer hardware.

Install computer software.

Install computer hardware.

Resolve computer network problems.

Maintain computer hardware.

Test computer hardware performance.

Test software performance.

Resolve computer network problems.

Troubleshoot issues with computer applications or systems.

Analyze security of systems, network, or data.

Create electronic data backup to prevent loss of information.

Prepare instruction manuals.

Document network-related activities or tasks.

Document operational activities.

Document network-related activities or tasks.

Update knowledge about emerging industry or technology trends.

Provide technical support for computer network issues.

Conduct research to gain information about products or processes.

Document network-related activities or tasks.

Test computer system operations to ensure proper functioning.

Train others in computer interface or software use.

A3	Your Strengths	Importance	Attributes & Percentage of Time Spent
		98%	Telephone - How often do you have telephone conversations in this job?
		98%	Electronic Mail - How often do you use electronic mail in this job?
		96%	Indoors, Environmentally Controlled - How often does this job require working indoors in environmentally controlled conditions?
		95%	Face-to-Face Discussions - How often do you have to have face-to-face discussions with individuals or teams in this job?
		93%	Contact With Others - How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
		90%	Work With Work Group or Team - How important is it to work with others in a group or team in this job?
		86%	Importance of Being Exact or Accurate - How important is being very exact or highly accurate in performing this job?
		83%	Structured versus Unstructured Work - To what extent is this job structured for the worker, rather than allowing the worker to determine tasks, priorities, and goals?
		82%	Freedom to Make Decisions - How much decision making freedom, without supervision, does the job offer?
		73%	Time Pressure - How often does this job require the worker to meet strict deadlines?
		69%	Impact of Decisions on Co-workers or Company Results - What results do your decisions usually have on other people or the image or reputation or financial resources of your employer?
		68%	Spend Time Sitting - How much does this job require sitting?
		68%	Importance of Repeating Same Tasks - How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?
		67%	Letters and Memos - How often does the job require written letters and memos?
		63%	Frequency of Decision Making - How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?
		63%	Deal With External Customers - How important is it to work with external customers or the public in this job?
		62%	Coordinate or Lead Others - How important is it to coordinate or lead others in accomplishing work activities in this job?
		58%	Responsibility for Outcomes and Results - How responsible is the worker for work outcomes and results of other workers?
		58%	Spend Time Making Repetitive Motions - How much does this job require making repetitive motions?
		57%	Consequence of Error - How serious would the result usually be if the worker made a mistake that was not readily correctable?
		55%	Physical Proximity - To what extent does this job require the worker to perform job tasks in close physical proximity to other people?
		53%	Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls - How much does this job require using your hands to handle, control, or feel objects, tools or controls?
		70%	Duration of Typical Work Week - Number of hours typically worked in one week.

A3	Your Strengths	Importance	Tasks & Values
		99%	Working with Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
		86%	Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
		85%	Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
		79%	Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
		74%	Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
		73%	Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
		71%	Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
		70%	Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
		69%	Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
		64%	Evaluating Information to Determine Compliance with Standards - Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
		63%	Monitoring Processes, Materials, or Surroundings - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
		60%	Thinking Creatively - Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
		59%	Scheduling Work and Activities - Scheduling events, programs, and activities, as well as the work of others.
		59%	Interpreting the Meaning of Information for Others - Translating or explaining what information means and how it can be used.
		59%	Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
		57%	Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
		54%	Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
		53%	Providing Consultation and Advice to Others - Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.
		52%	Communicating with People Outside the Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
		52%	Judging the Qualities of Objects, Services, or People - Assessing the value, importance, or quality of things or people.

What Computer Support Specialists Do

Network support specialists analyze, troubleshoot, and maintain computer networks.

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.

Work Environment

Computer network support specialists held about 177,900 jobs in 2022. The largest employers of computer network support specialists were as follows:

Computer systems design and related services	19%
Educational services; state, local, and private	12
Telecommunications	10
Government	7
Finance and insurance	6

Computer user support specialists held about 736,200 jobs in 2022. The largest employers of computer user support specialists were as follows:

Computer systems design and related services	22%
Educational services; state, local, and private	11
Wholesale trade	6
Finance and insurance	6
Government	6

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.

Getting Started

Education:

47%

Bachelor's Degree

22%

Associate's Degree (or other 2-year degree)

How to Become a Computer Support Specialist

Communication skills are important for computer support specialists.

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 for either type of position may qualify with a high school diploma plus relevant information technology (IT) certifications.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge but not necessarily a college degree. Applicants who have taken courses in areas such as networking, server administration, and information security may qualify for these jobs. For computer network support specialists, employers may accept applicants who have an associate’s degree, although some prefer that applicants have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services may require applicants to have a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer and information technology or engineering. For others, the applicant’s field of degree is less important.

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

Licenses, Certifications, and Registrations

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use. Other types of certifications, such as CompTIA A+, may be a helpful starting point for workers seeking entry into the occupation.

Advancement

Many computer support specialists advance to other information technology positions, such as information security analysts, 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.

Job Outlook

Overall employment of computer support specialists is projected to grow 5 percent from 2022 to 2032, faster than the average for all occupations.

About 66,500 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.

Employment

Computer support specialists will be needed to provide technical help and training to users with new hardware or software. However, this demand may be offset somewhat as organizations continue to implement automated tools, such as chatbots, for troubleshooting. This use of automation may free up some computer support specialists to handle more complex cases and troubleshooting that require attention. Some businesses, especially smaller ones with minimal information technology (IT) requirements, may find it more cost effective to contract with outside firms for these services rather than to hire computer support specialists directly.

Contacts for More Information

For more information about computer support specialists, visit

Association of Support Professionals

Help Desk Institute (HDI)

Technology Services Industry Association

For more information about computer careers, visit

Association for Computing Machinery

Computing Research Association

Computing Technology Industry Association (CompTIA)

IEEE Computer Society

For information about opportunities for women pursuing information technology careers, visit

National Center for Women & Information Technology

Occupational Requirements Survey

For a profile highlighting selected BLS data on occupational requirements, see

Computer user support specialists (PDF)

Similar Occupations

This table shows a list of occupations with job duties that are similar to those of computer support specialists.

Occupation	Job Duties	Entry-Level Education	Median Annual Pay, May 2022
Computer and Information Systems Managers	Computer and information systems managers plan, coordinate, and direct computer-related activities in an organization.	Bachelor's degree	$164,070
Computer Network Architects	Computer network architects design and build data communication networks, including local area networks (LANs), wide area networks (WANs), and Intranets.	Bachelor's degree	$126,900
Computer Programmers	Computer programmers write, modify, and test code and scripts that allow computer software and applications to function properly.	Bachelor's degree	$97,800
Computer Systems Analysts	Computer systems analysts study an organization’s current computer systems and design ways to improve efficiency.	Bachelor's degree	$102,240
Customer Service Representatives	Customer service representatives interact with customers to handle complaints, process orders, and answer questions.	High school diploma or equivalent	$37,780
Database Administrators and Architects	Database administrators and architects create or organize systems to store and secure data.	Bachelor's degree	$112,120
Network and Computer Systems Administrators	Network and computer systems administrators install, configure, and maintain organizations’ computer networks and systems.	Bachelor's degree	$90,520
Information Security Analysts	Information security analysts plan and carry out security measures to protect an organization’s computer networks and systems.	Bachelor's degree	$112,000
Web Developers and Digital Designers	Web developers create and maintain websites. Digital designers develop, create, and test website or interface layout, functions, and navigation for usability.	Bachelor's degree	$80,730

Computer Network Support Specialists

Computer Support Specialist

What they do:

On the job, you would:

Important Qualities

Personality

Characteristics of this Career

Strengths

Values of the Work Environment

Aptitude

Abilities | Cognitive, Physical, Personality

Skills | Cognitive, Physical, Personality

Job Details

Attributes & Percentage of Time Spent

Tasks & Values

What Computer Support Specialists Do

Duties

Work Environment

Work Schedules

Getting Started

How to Become a Computer Support Specialist

Education

Licenses, Certifications, and Registrations

Advancement

Job Outlook

Employment

Contacts for More Information

Occupational Requirements Survey

Similar Occupations