Computer support specialists and systems administrators

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Computer support specialists, including technical support specialists and help-desk technicians, provide technical assistance, support and advice to customers and other users. They may work either within a company that uses computer systems or directly for a computer hardware or software vendor.

Technical support specialists install, modify, clean and repair computer hardware and software. They also may work on monitors, keyboards, printers and mice. They answer phone calls from their organizations' computer users and may run automatic diagnostics programs to resolve problems. They also write training manuals and train computer users. Technical support specialists oversee the daily performance of their company's computer systems and evaluate software programs for usefulness.

Help-desk technicians assist computer users with the inevitable hardware and software questions not addressed in a product's instruction manual. They field telephone calls and e-mail messages from customers seeking guidance on technical problems. They listen carefully to the customer, ask questions to diagnose the problem and then patiently walk the customer through the problem-solving steps. These technicians are consulted for information about what gives customers the most trouble, as well as their concerns. Most computer support specialists start out at the help desk.

Network or computer systems administrators design, install and support an organization's LAN, WAN, network segment, Internet or Intranet system. They provide day-to-day onsite administrative support to analyze problems and maintain network hardware and software. They gather data to identify customer needs and then use that information to identify, interpret, and evaluate system and network requirements. Administrators also may plan, coordinate and implement network security measures.

Systems administrators ensure that the design of an organization's computer site allows all the components to fit together and work efficiently. They continually survey the current computer site to determine future network needs. Administrators also troubleshoot problems reported by users and automated network monitoring systems and make recommendations for enhancements.

In some organizations, computer security specialists may plan, coordinate and implement the organization's information security. These and other growing specialty occupations reflect the increasing emphasis on client-server applications, the expansion of Internet and Intranet applications and the demand for more end-user support.

Computer support specialists and systems administrators usually work about 40 hours a week, but that may include evening or weekend work.

Training and qualifications

While there is no universally accepted way to prepare for a job as a computer support specialist, many employers prefer to hire persons with some formal college education. A bachelor's degree in computer science or information systems is a prerequisite for some jobs, but other jobs may require only a computer-related associate degree. Certification and practical experience demonstrating these skills will be essential for applicants without a degree.

For systems administrators, many employers seek applicants with bachelor's degrees, though not necessarily in a computer-related field.

Persons interested in becoming a computer support specialist or systems administrator must have strong problem-solving, analytical and communication skills.

Job outlook

Computer support specialists and systems administrators are projected to be among the fastest growing occupations over the 2000-10 period. Employment is expected to increase much faster than the average for all occupations as organizations continue to adopt and integrate increasingly sophisticated technology. Job growth will continue to be driven by rapid gains in computer and data processing services, which is projected to be the fastest growing industry in the U.S. economy.

Job prospects should be best for college graduates who are up to date with the latest skills and technologies, particularly if they have supplemented their formal education with some relevant work experience. Employers will continue to seek computer specialists who possess a strong background in fundamental computer skills combined with good interpersonal and communication skills.

Earnings

Computer support specialists and systems administrators held about 734,000 jobs in 2000. Of these, about 506,000 were computer support specialists and about 229,000 were network and computer systems administrators.

Median annual earnings of computer support specialists were $36,460 in 2000. Median annual earnings in the industries employing the largest numbers of computer support specialists in 2000 were:

Professional and commercial equipment $42,970
Computer and data processing services 37,860
Personnel supply services 34,080
Colleges and universities 32,830
Miscellaneous business services 21,070

Median annual earnings of network and computer systems administrators were $51,280 in 2000. Median annual earnings in the industries employing the largest number of network and computer systems administrators in 2000 were:

Professional and commercial equipment $42,970
Computer and data processing services 37,860
Personnel supply services 34,080
Colleges and universities 32,830
Miscellaneous business services 21,070