Computer User Support Specialists

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 & 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, 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.

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.