Computer User Support Specialist

What is a Computer User Support Specialist?

A computer user support specialist offers important advice, assistance, and diagnostic information to individuals and organizations who are having difficulties with their computer systems. These professionals work directly with the system user. This requires both an in-depth knowledge of technical systems and a knack for explaining these topics in layman’s terms. The average computer user isn’t always familiar with the precise terminology that applies to a computer problem, so it’s important for support specialists to know how to decode the information they’re getting and deduce the problem.

As a computer user support specialist, you’ll have to use insightful questions to get to the bottom of the user’s problem. You will typically walk the user through a series of problem solving steps and stay with them to determine whether these have adequately solved the issue. Computer user support specialists also provide helpful user education, equipping customers with the skills and knowledge they need to avoid future problems and solve similar issues on their own going forward.

Job Responsibilities

• Addressing customers’ problems over the phone, online, or in person
• Diagnosing technical issues
• Offering clear, concise steps for resolving computer problems
• Providing computer repair services
• Pinpointing common problem areas within a system or software solution
• Testing and evaluating software performance
• Documenting computer repairs
• Reviewing technical manuals
• Staying up-to-date with new systems
• Setting up new equipment
• Teaching individuals how to make better use of systems and software

Computer User Support Specialists: Career Outlook

Overall employment of computer support specialists is projected to grow 5 percent from 2022 to 2032, faster than the average for all occupations according to the Bureau of Labor Statistics (BLS).

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.

Training / Requirements

To become a computer user support specialist, the most important qualification is a solid understanding of computer systems and information technology. A diploma is adequate for some job opportunities in this area. The Information Technology Assistant diploma program from Bryant & Stratton College offers a solid background in computer systems and software to help you land a job in this field.

This diploma program includes 30 credit hours that cover topics such as software and operating systems, wireless networks, routing and switching, and more. It may also help to pursue certifications in specific computer systems or software solutions. Choose those most relevant to the jobs that you’re applying for. Keep up-to-date with the latest software releases to demonstrate your dedication to maintaining current in this ever-changing industry.

Employment Settings

Computer user support specialists can work in a variety of environments. Some provide support to employees in an office setting, working only with those within their company. Others assist remote customers via phone or an online chat interface, connecting with users across the country or even around the world. Some support specialists are even able to work from home. In some cases, computer user support specialists will assist customers in person in a retail location or at the customer’s home.

Computer support services are often needed 24/7. Work hours can vary greatly in this field, depending on the company you work for and the scope of their support services.