Computer Support Specialists and Systems Administrators

• Rapid job growth is projected over the 2004-14 period.
• There are many paths of entry to these occupations.
• Job prospects should be best for college graduates who are up to date with the latest skills and technologies; certifications and practical experience are essential for persons without degrees.

In the last decade, computers have become an integral part of everyday life, used for a variety of reasons at home, in the workplace, and at schools. Of course, almost every computer user encounters a problem occasionally, whether it is the disaster of a crashing hard drive or the annoyance of a forgotten password. The explosive use of computers has created a high demand for specialists to provide advice to users, as well as for day-to-day administration, maintenance, and support of computer systems and networks.

Computer support specialists provide technical assistance, support, and advice to customers and other users. This occupational group includes technical support specialists and help-desk technicians. These troubleshooters interpret problems and provide technical support for hardware, software, and systems. They answer telephone calls, analyze problems by using automated diagnostic programs, and resolve recurring difficulties. Support specialists may work either within a company that uses computer systems or directly for a computer hardware or software vendor. Increasingly, these specialists work for help-desk or support services firms, for which they provide computer support to clients on a contract basis.

Technical support specialists answer telephone calls from their organizations’ computer users and may run automatic diagnostics programs to resolve problems. Working on monitors, keyboards, printers, and mice, they install, modify, clean, and repair computer hardware and software. They also may write training manuals and train computer users in how to use new computer hardware and software. In addition, technical support specialists oversee the daily performance of their company’s computer systems and evaluate software programs with regard to their usefulness.

Help-desk technicians assist computer users with the inevitable hardware and software questions that are not addressed in a product’s instruction manual. Help-desk technicians field telephone calls and e-mail messages from customers who are seeking guidance on technical problems. In responding to these requests for guidance, 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.

Help-desk technicians deal directly with customer issues, and companies value them as a source of feedback on their products. These technicians are consulted for information about what gives customers the most trouble, as well as other customer concerns. Most computer support specialists start out at the help desk.

Network administrators and computer systems administrators design, install, and support an organization’s local-area network (LAN), wide-area network (WAN), network segment, Internet, or intranet system. They provide day-to-day onsite administrative support for software users in a variety of work environments, including professional offices, small businesses, government, and large corporations. They maintain network hardware and software, analyze problems, and monitor the network to ensure its availability to system users. These workers gather data to identify customer needs and then use the information to identify, interpret, and evaluate system and network requirements. Administrators also may plan, coordinate, and implement network security measures.

Systems administrators are the information technology employees responsible for the efficient use of networks by organizations. They ensure that the design of an organization’s computer site allows all of the components, including computers, the network, and software, to fit together and work properly. Furthermore, they monitor and adjust the performance of existing networks and continually survey the current computer site to determine future network needs. Administrators also troubleshoot problems reported by users and by automated network monitoring systems and make recommendations for enhancements in the implementation of future servers and networks.

In some organizations, computer security specialists may plan, coordinate, and implement the organization’s information security. These workers may be called upon to educate users about computer security, install security software, monitor the network for security breaches, respond to cyber attacks, and, in some cases, gather data and evidence to be used in prosecuting cyber crime. The responsibilities of computer security specialists has increased in recent years as there has been a large increase in the number of cyber attacks on data and networks. This and other growing specialty occupations reflect an 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 normally work in well-lighted, comfortable offices or computer laboratories. They usually work about 40 hours a week, but that may include being “on call” via pager or telephone for rotating evening or weekend work if the employer requires computer support over extended hours. Overtime may be necessary when unexpected technical problems arise. Like other workers who type on a keyboard for long periods, computer support specialists and systems administrators are susceptible to eyestrain, back discomfort, and hand and wrist problems such as carpal tunnel syndrome.

Due to the heavy emphasis on helping all types of computer users, computer support specialists and systems administrators constantly interact with customers and fellow employees as they answer questions and give valuable advice. Those who work as consultants are away from their offices much of the time, sometimes spending months working in a client’s office.

As computer networks expand, more computer support specialists and systems administrators may be able to connect to a customer’s computer remotely, using modems, laptops, e-mail, and the Internet, to provide technical support to computer users. This capability would reduce or eliminate travel to the customer’s workplace. Systems administrators also can administer and configure networks and servers remotely, although this practice is not as common as it is among computer support specialists.

Due to the wide range of skills required, there are many paths of entry to a job as a computer support specialist or systems administrator. 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; however, other jobs may require only a computer-related associate’s degree. For systems administrators, many employers seek applicants with bachelor’s degrees, although not necessarily in a computer-related field.

A number of companies are becoming more flexible about requiring a college degree for support positions. However, certification and practical experience demonstrating these skills will be essential for applicants without a degree. The completion of a certification training program, offered by a variety of vendors and product makers, may help some people to qualify for entry-level positions. Relevant computer experience may substitute for formal education.

Beginning computer support specialists usually work for organizations that deal directly with customers or in-house users. Then they may advance into more responsible positions in which they use what they have learned from customers to improve the design and efficiency of future products. Job promotions usually depend more on performance than on formal education. Eventually, some computer support specialists become applications developers, designing products rather than assisting users. Computer support specialists at hardware and software companies often enjoy great upward mobility; advancement sometimes comes within months of one’s initial employment.

Entry-level network and computer systems administrators are involved in routine maintenance and monitoring of computer systems, typically working behind the scenes in an organization. After gaining experience and expertise, they often are able to advance into more senior-level positions, in which they take on more responsibilities. For example, senior network and computer systems administrators may present recommendations to management on matters related to a company’s network. They also may translate the needs of an organization into a set of technical requirements based on the available technology. As with support specialists, administrators may become software engineers, actually involved in the designing of the system or network and not just its day-to-day administration.

Persons interested in becoming a computer support specialist or systems administrator 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 computer support specialists and systems administrators to communicate effectively on paper, via e-mail, or in person. Strong writing skills are useful in preparing manuals for employees and customers.

As technology continues to improve, computer support specialists and systems administrators must keep their skills current and acquire new ones. Many continuing education programs are provided by employers, hardware and software vendors, colleges and universities, and private training institutions. Professional development seminars offered by computing services firms also can enhance one’s skills and advancement opportunities.

Computer support specialists and systems administrators held about 797,000 jobs in 2004. Of these, approximately 518,000 were computer support specialists and around 278,000 were network and computer systems administrators. Although they worked in a wide range of industries, about 23 percent of all computer support specialists and systems administrators were employed in professional, scientific, and technical services industries, principally computer systems design and related services. Other organizations that employed substantial numbers of these workers include administrative and support services companies, banks, government agencies, insurance companies, educational institutions, and wholesale and retail vendors of computers, office equipment, appliances, and home electronic equipment. Many computer support specialists worked for manufacturers of computers, semiconductors, and other electronic components.

Employers of computer support specialists and systems administrators range from startup companies to established industry leaders. With the continued development of the Internet, telecommunications, and e-mail, industries not typically associated with computers—such as construction—increasingly need computer workers. Small and large firms across all industries are expanding or developing computer systems, creating an immediate need for computer support specialists and systems administrators.

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. Due to the demand for computer support specialists and systems administrators over the next decade, those who have strong computer skills, but do not have a bachelor’s degree, should continue to qualify for some entry-level positions. However, certifications and practical experience are essential for persons without degrees.

Employment of computer support specialists is expected to increase faster than the average for all occupations through 2014, as organizations continue to adopt increasingly sophisticated technology and integrate it into their systems. Job growth will continue to be driven by the ongoing expansion of the computer system design and related services industry, which is projected to remain one of the fastest-growing industries in the U.S. economy. Growth will not be as explosive as during the previous decade, however, as the information technology industry matures and some of these jobs are increasingly outsourced overseas.

Job growth among computer support specialists reflects the rapid pace of improved technology. As computers and software become more complex, support specialists will be needed to provide technical assistance to customers and other users. New mobile technologies, such as the wireless Internet, will continue to create a demand for these workers to familiarize and educate computer users. Consulting opportunities for computer support specialists also should continue to grow as businesses increasingly need help managing, upgrading, and customizing ever more complex computer systems. However, growth in employment of support specialists may be tempered somewhat as firms continue to cut costs by shifting more routine work abroad to countries where workers are highly skilled and labor costs are lower. Physical location is not as important for computer support specialists as it is for others, because these workers can provide assistance remotely and support services can be provided around the clock.

Employment of systems administrators is expected to increase much faster than the average for all occupations as firms continue to invest heavily in securing computer networks. Companies are looking for workers who are knowledgeable about the function and administration of networks. Such employees have become increasingly hard to find as systems administration has moved from being a separate function within corporations to one that forms a crucial element of business in an increasingly high-technology economy. Also, demand for computer security specialists will grow as businesses and government continue to invest heavily in “cyber security,” protecting vital computer networks and electronic infrastructures from attack. The information security field is expected to generate many opportunities over the next decade as firms across all industries place a high priority on safeguarding their data and systems.

The growth of electronic commerce means that more establishments use the Internet to conduct their business online. This growth translates into a need for information technology specialists who can help organizations use technology to communicate with employees, clients, and consumers. Growth in these areas also is expected to fuel demand for specialists who are knowledgeable about network, data, and communications security.

Median annual earnings of computer support specialists were $40,430 in May 2004. The middle 50 percent earned between $30,980 and $53,010. The lowest 10 percent earned less than $24,190, and the highest 10 percent earned more than $69,110 . Median annual earnings in the industries employing the largest numbers of computer support specialists in May 2004 were as follows:

Median annual earnings of network and computer systems administrators were $58,190 in May 2004. The middle 50 percent earned between $46,260 and $73,620. The lowest 10 percent earned less than $37,100, and the highest 10 percent earned more than $91,300. Median annual earnings in the industries employing the largest numbers of network and computer systems administrators in May 2004 were as follows:

According to Robert Half International, starting salaries in 2005 ranged from $26,250 to $53,750 for help-desk and technical support staff and from $44,500 to $63,250 for more senior technical support specialists. For systems administrators, starting salaries in 2005 ranged from $47,250 to $70,500.

Other computer specialists include computer programmers, computer software engineers, computer systems analysts, and computer scientists and database administrators.

For additional information about a career as a computer support specialist, contact the following organizations:

• Association of Computer Support Specialists., 333 Mamaroneck Ave., # 129, White Plains, NY 10605. Internet: http://www.acss.org/
• Association of Support Professionals, 122 Barnard Ave., Watertown, MA 02472.

For additional information about a career as a systems administrator, contact:

• System Administrators Guild, 2560 9th St., Suite 215, Berkeley, CA 94710. Internet: http://www.sage.org/

• Source: Bureau of Labor Statistics, U.S. Department of Labor, Occupational Outlook Handbook, 2006-07 Edition,