Computer User Support Specialists
SOC: 15-1151.00

Description:

Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.


National Salary Information:

Hourly Statistics:

Annual Statistics:

Source: Bureau of Labor Statistics 2015 wage data.


Employment Projections:

Employment (2014):
585,900 employed

Projected (2024):
661,000 employed

Projected growth (2014-2024)


Source: Bureau of Labor Statistics 2015 2014-2024 employment projections external site. "Projected growth" represents the estimated change in total employment over the projections period (2014-2024). "Projected job openings" represent openings due to growth and replacement.


Alternate Titles:

  • Applications Analyst
  • Automatic Data Processing Customer Liaison (ADP Customer Liaison)
  • Call Center Manager
  • Call Center Supervisor
  • Call Center Support Representative
  • Computer Customer Support Specialist
  • Computer Hardware Technician
  • Computer Help Desk Representative
  • Computer Help Desk Specialist
  • Computer Instructor
  • Computer Lab Assistant
  • Computer Specialist
  • Computer Support Specialist
  • Computer Support Technician
  • Computer System Technician
  • Computer Technical Specialist
  • Computer Technician
  • Computer Technologist
  • Computer Technology Instructor
  • Computer Trainer
  • Customer Liaison
  • Customer Service Representative
  • Customer Service Technician
  • Customer Support Analyst
  • Customer Support Information Technology Specialist
  • Customer Support Professional
  • Customer Support Representative
  • Desktop Analyst
  • Desktop Support Analyst
  • Desktop Support Specialist
  • Desktop Support Technician
  • Desktop Technician
  • Education Technician
  • Electronic Data Processing Auditor (EDP Auditor)
  • End-User Support Specialist
  • Help Desk Analyst
  • Help Desk Manager
  • Help Desk Operator
  • Help Desk Representative
  • Help Desk Specialist
  • Help Desk Support Specialist
  • Help Desk Technician
  • Helpdesk Analyst
  • Helpdesk Manager
  • Helpdesk Technician
  • Information Resource Consultant
  • Information Systems Analyst
  • Information Systems Specialist
  • Information Systems Technician
  • Information Technology Analyst (IT Analyst)
  • Information Technology Consultant (IT Consultant)
  • Information Technology Specialist (IT Specialist)
  • Information Technology Support Specialist (IT Support Specialist)
  • Information Technology Support Technicians (IT Support Technician)
  • Information Technology Technician (IT Technician)
  • Library Assistant
  • Maintenance Specialist
  • Maintenance Technician
  • Micro Computer Specialist
  • Microcomputer Support Specialist
  • Microcomputer Technician
  • Network Administrator
  • Network Control Operator
  • Network Control Operators Supervisor
  • Network Specialist
  • Network Support Analyst
  • Network Support Specialist
  • Network Support Technician
  • Network Technician
  • Networking Technician
  • Office Automation Technician
  • Office Systems Coordinator
  • Operating Systems Specialist
  • PC Installation Engineer (Personal Computer Installation Engineer)
  • PC Support Specialist (Personal Computer Support Specialist)
  • PC Support Technician (Personal Computer Support Technician)
  • PC Tech (Personal Computer Technician)
  • Printer Technician
  • Product Support Consultant
  • Product Support Engineer
  • Product Support Specialist
  • Sales Support Technician
  • Software Installer
  • Software Trainer
  • Support Specialist
  • Technical Account Manager
  • Technical Support Analyst
  • Technical Support Engineer
  • Technical Support Manager
  • Technical Support Representative
  • Technical Support Specialist
  • Technical Support Technician
  • User Support Analyst
  • User Support Analyst Supervisor
  • User Support Specialist
  • Work Station Support Specialist


  • Job Zone Three: Medium Preparation Needed

    Experience:

    Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.

    Education:

    Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.

    Job Training:

    Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.


    Required Skills:

  • Reading Comprehension
  • Active Listening
  • Writing
  • Speaking
  • Mathematics
  • Science
  • Critical Thinking
  • Active Learning
  • Learning Strategies
  • Monitoring
  • Social Perceptiveness
  • Coordination
  • Persuasion
  • Negotiation
  • Instructing
  • Service Orientation
  • Complex Problem Solving
  • Operations Analysis
  • Technology Design
  • Equipment Selection
  • Installation
  • Programming
  • Operation Monitoring
  • Operation and Control
  • Equipment Maintenance
  • Troubleshooting
  • Repairing
  • Quality Control Analysis
  • Judgment and Decision Making
  • Systems Analysis
  • Systems Evaluation
  • Time Management
  • Management of Financial Resources
  • Management of Material Resources
  • Management of Personnel Resources

  • Knowledge Used:

  • Administration and Management
  • Clerical
  • Economics and Accounting
  • Sales and Marketing
  • Customer and Personal Service
  • Personnel and Human Resources
  • Production and Processing
  • Computers and Electronics
  • Engineering and Technology
  • Design
  • Building and Construction
  • Mechanical
  • Mathematics
  • Physics
  • Chemistry
  • Psychology
  • Sociology and Anthropology
  • Geography
  • Education and Training
  • English Language
  • Public Safety and Security
  • Law and Government
  • Telecommunications
  • Communications and Media
  • Transportation


  • Tasks:

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Oversee the daily performance of computer systems.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Confer with staff, users, and management to establish requirements for new systems or modifications.
  • Develop training materials and procedures, or train users in the proper use of hardware or software.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades.
  • Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
  • Inspect equipment and read order sheets to prepare for delivery to users.
  • Modify and customize commercial programs for internal needs.
  • Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
  • Hire, supervise, and direct workers engaged in special project work, problem solving, monitoring, and installing data communication equipment and software.

  • Tools & Technology:

  • Computer tool kits
  • Desktop computers
  • Digital tapes
  • Mainframe computers
  • MS-DOS-bootable disks
  • Multi-line telephone systems
  • Network analyzers
  • Notebook computers
  • Power meters
  • Punchdown tools
  • Redundant array of independent disks RAID systems
  • Reflectometers
  • Screwdrivers
  • Wire crimpers
  • Active directory software
  • Adobe Systems Adobe Acrobat
  • Adobe Systems Adobe Distiller
  • Adobe Systems Adobe Dreamweaver
  • Adobe Systems Adobe Flash
  • Advanced business application programming ABAP
  • Apache HTTP Server
  • Apache Tomcat
  • Apple Final Cut Pro
  • Automated installation software
  • Blackboard software
  • C#
  • C++
  • Calendar and scheduling software
  • Call center software
  • Cisco Systems IOS software
  • Citrix Software
  • Common business oriented language COBOL
  • Configuration management software
  • CrossTec NetOp Remote Control
  • Customer information control system CICS
  • Dartware InterMapper
  • Data entry software
  • Defect tracking software
  • Deployment software
  • Desktop partitioning software
  • Disaster recovery software
  • Domain name system DNS software
  • Drupal
  • Dynamic hypertext markup language DHTML
  • Element management software
  • Encryption software
  • Enterprise JavaBeans
  • Enterprise resource planning ERP software
  • ESRI ArcGIS software
  • Event log monitor software
  • Extensible HyperText Markup Language XHTML
  • Extensible markup language XML
  • FileMaker Pro software
  • Help desk software
  • Hewlett Packard HP-UX
  • Human resource management software HRMS
  • Hypertext markup language HTML
  • IBM Cognos Impromptu
  • IBM Domino
  • IBM Notes
  • IBM Power Systems software
  • IBM WebSphere
  • Information systems integration software
  • Integrated development environment IDE software
  • Internet browser software
  • IPro software
  • JavaScript
  • Job control language JCL
  • KornShell
  • LAMP Stack
  • LexisNexis software
  • License management software
  • Linux
  • Lucid IQ
  • Mac HelpMate
  • McAfee software
  • Media storage management software
  • MEDITECH software
  • Microsoft .NET Framework
  • Microsoft Access
  • Microsoft ActiveX
  • Microsoft Dynamics GP
  • Microsoft Dynamics software
  • Microsoft Excel
  • Microsoft Exchange Server
  • Microsoft Office software
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Microsoft Project
  • Microsoft Publisher
  • Microsoft SharePoint software
  • Microsoft SQL Server Reporting Services
  • Microsoft SQL Server software
  • Microsoft Visio
  • Microsoft Visual Basic
  • Microsoft Visual Basic Scripting Edition VBScript
  • Microsoft Visual Studio
  • Microsoft Volume Shadow Copy Service
  • Microsoft Windows
  • Microsoft Windows Pre-installation Environment
  • Microsoft Word
  • MicroStrategy software
  • Migration software
  • MySQL software
  • Nagios
  • Network directory services software
  • Operating system monitoring software
  • Oracle Business Intelligence Enterprise Edition
  • Oracle E-Business Suite Financials
  • Oracle Java
  • Oracle JavaServer Pages JSP
  • Oracle JD Edwards EnterpriseOne
  • Oracle JDBC
  • Oracle PeopleSoft software
  • Oracle PL/SQL
  • Oracle Solaris
  • Oracle WebLogic Server
  • Password management software
  • Patch management software
  • Perforce Helix software
  • Personal computer diagnostic software
  • PHP: Hypertext Preprocessor
  • PostgreSQL software
  • Practical extraction and reporting language Perl
  • Puppet
  • Python
  • Qlik Tech QlikView
  • Red Hat Enterprise Linux
  • Red Hat WildFly
  • Relational database management software
  • Remote control software
  • Remote install server software
  • SAP Business Objects software
  • SAP Crystal Reports
  • SAP software
  • Software asset management SAM software
  • SolarWinds software
  • Splunk Enterprise
  • Stac Software ReachOut
  • Structured query language SQL
  • Sybase software
  • Symantec LiveState
  • Symantec Norton Utilities
  • Symantec pcAnywhere
  • Symantec security software
  • Tax software
  • Teradata Database
  • Transact-SQL
  • UNIX
  • Veritas NetBackup
  • Virtual private networking VPN software
  • Virus scanning software
  • Wireshark


  • computer and mathematical


    industry stats

    SOC: 15-0000

    Total Employed: 4,005,250

    Average Annual Salary: $86,170