Projections
data from the National Employment Matrix
Occupational Title
|
SOC Code
|
Employment,2008
|
Projected Employment,2018
|
Change,2008-2018
|
15-1041
|
565,700
|
643,700
|
Number 78,000
|
|
Percent 14
|
||||
( NOTE )
Data in this table are rounded. See the discussion of the employment
projections table in the Handbook introductory chapter on Occupational
Information Included in the Handbook.
|
Computer
Support Specialists
● Job growth is projected to be faster than the average
for all occupations.
● A bachelor's degree is required for some jobs, while
an associate degree or certification is adequate for others.
● Job prospects should be good, especially for college
graduates with relevant skills and experience.
Nature of
the Work
● 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 organization's' 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.
● Work environment. Computer support specialists
normally work in well-lighted, comfortable offices or computer laboratories.
Most work about 40 hours a week. Those who work for third-party support firms
often are away from their offices, spending considerable time working at a
client's location. As computer networks expand, more computer support
specialists may be able to provide technical support from remote locations.
This capability would reduce or eliminate travel to the customer's workplace,
and may allow some support specialists to work from home.
● Injuries in this occupation are uncommon, but like
other workers who type on a keyboard for long periods, computer support
specialists are susceptible to eyestrain, back discomfort, and hand and wrist
problems such as carpal tunnel syndrome.
Training,
Other Qualifications, and Advancement
● 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.
Education and training. Due to the wide range of skills required, there are
many paths of entry to a job as a computer support specialist. Training
requirements for computer support specialist positions vary, but many employers
prefer to hire applicants with some formal college education.
● A bachelor's degree in computer science, computer
engineering, or information systems is a prerequisite for some jobs; other
jobs, however, may require only a computer-related associate degree. Some
employers will hire applicants with a college degree in any field, as long as
the applicant has the necessary technical skills. For some jobs, relevant
computer experience and certifications may substitute for formal education.
● Most support specialists receive on-the-job training
after being hired. This training can last anywhere from 1 week to 1 year, but a
common length is about 3 months. Many computer support specialists, in order to
keep up with changes in technology, continue to receive training throughout
their careers by attending professional training programs offered by employers,
hardware and software vendors, colleges and universities, and private training
institution
Certification
and other qualifications.
● 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.
● Voluntary certification programs are offered by a wide
variety of organizations, including product vendors and training institutions,
and are available across the Nation.
● People interested in becoming a computer support
specialist must have strong problem-solving, analytical, and communication
skills because troubleshooting and helping others are vital parts of the job.
The constant interaction with other computer personnel, customers, and
employees requires computersupport specialists to communicate effectively via
e-mail, over the phone, or in person. Strong writing skills are useful in
writing e-mail responses and preparing manuals for employees and customers.
● Advancement. 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.
Employment
● Computer support specialists held about 565,700 jobs
in 2008. Although they worked in a wide range of industries, about 18 percent
were employed in the computer systems design and related services industry.
Substantial numbers of these workers were also employed in administrative and
support services companies, financial institutions, insurance companies,
government agencies, educational institutions, software publishers,
telecommunications organizations, and healthcare organizations.
● Employment is expected to increase faster than the
average. Job prospects should be good, especially for those with a college
degree and relevant skills. Employment change. 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.
● Overall growth may be dampened, to a certain extent,
as some jobs are outsourced to offshore locations. Advances in technology
increasingly allow computer support specialists to provide assistance remotely.
Some employers may seek to reduce expenses by hiring workers in areas that have
lower prevailing wages.
● Job prospects. Job prospects are expected to be good;
those who possess a bachelor's degree, relevant technical and communication
skills, and previous work experience should have even better opportunities than
applicants with an associate degree or professional certification.
Earnings
● 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...............................40,550
Related
Occupations
● Other occupations that deal with technology or respond
to customer inquiries include:
● Broadcast and sound engineering technicians and radio
operators
● Computer and information systems managers
● Computer network, systems, and database administrators
● Computer software engineers and computer programmers
● Customer service representatives
No comments:
Post a Comment