Occupation · SOC 15-1232
Computer User Support Specialists
Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, 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.
Median wage
$60,340
$38,780–$98,010
Projected growth
-3.7%
Declining
Annual openings
-2,700
per year
Employed (US)
697,210
Job Zone 3
Typical preparation
Medium preparation
Stackable credential programs
247 mapped
Core skills
SpeakingReading ComprehensionActive ListeningCritical ThinkingComplex Problem SolvingWritingJudgment and Decision MakingMonitoring
Knowledge areas
Computers and ElectronicsCustomer and Personal ServiceTelecommunicationsEnglish LanguageEducation and Training
Technology & tools
Word processing softwareInternet directory services softwareDocument management softwareDevelopment environment softwareGraphics or photo imaging software
Representative tasks
Oversee the daily performance of computer systems.Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.Answer user inquiries regarding computer software or hardware operation to resolve problems.Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.Confer with staff, users, and management to establish requirements for new systems or modifications.Enter commands and observe system functioning to verify correct operations and detect errors.Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.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.Develop training materials and procedures, or train users in the proper use of hardware or software.Inspect equipment and read order sheets to prepare for delivery to users.Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.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 installation of data communication equipment and software.Modify and customize commercial programs for internal needs.
Competency framework
Skill expectations by proficiency level.
emerging
Basic hardware components and peripheral devices — identify and label under direct supervision during initial workstation setup at an office help desk.Standard operating procedures and technical manuals — read and follow step-by-step to complete guided software installations on end-user machines.User inquiries about common software errors — receive and log into a ticketing system under supervisor direction at an entry-level support desk.Cable connections and basic network peripherals — install and route according to provided diagrams under close technician oversight in a corporate office environment.System startup and shutdown commands — enter and observe outputs to verify correct operation under direct guidance on standard workstations.Daily performance indicators for assigned computer systems — monitor and report anomalies to senior staff during structured shift routines.Incident records including problem descriptions and actions taken — maintain accurately in a helpdesk tracking system following established templates.Word processing and documentation software — use to draft basic support notes and user-facing instructions under editorial review.Active listening techniques — apply when gathering initial problem details from end users reporting hardware or software issues at a support counter.Pre-configured operating system images — deploy to replacement workstations by following a checklist under senior technician supervision.
developing
Routine hardware faults and software configuration errors — diagnose and resolve independently using diagnostic tools and knowledge base articles in a mid-sized business environment.Operating systems and standard productivity applications — install, configure, and perform minor repairs on end-user machines with minimal oversight following approved specifications.User inquiries about software operation and network connectivity — answer clearly and accurately, adapting explanations to non-technical audiences at a corporate help desk.Equipment for new employee onboarding — set up and test including cables, peripherals, and licensed software in accordance with IT provisioning standards.Technical manuals and vendor documentation — read and interpret to troubleshoot unfamiliar hardware or software issues within a defined support scope.Communication logs and daily data transaction records — maintain and update consistently to ensure accurate documentation of all support activities.System functioning during and after repairs — verify by entering commands and reviewing outputs to confirm resolution before closing support tickets.Recurring user-reported problems — identify patterns across tickets and escalate systemic issues with supporting evidence to senior IT staff.Internet directory services and remote support tools — use to locate resources and deliver remote assistance to distributed end users efficiently.Basic user training on standard applications — provide informally in one-on-one sessions, adapting delivery to individual learning needs.
proficient
Complex hardware, software, and network problems spanning multiple systems — investigate and resolve autonomously using diagnostic reasoning and advanced troubleshooting methodologies in enterprise environments.New system requirements and proposed modifications — confer with staff, users, and management to elicit, document, and validate technical specifications.Performance of computer systems across an assigned environment — oversee daily, proactively identifying degradation trends and initiating corrective actions before user impact occurs.Non-routine software failures and peripheral conflicts — analyze root causes using deductive reasoning and systems analysis, implementing durable fixes without supervisor involvement.Technical support documentation including procedures, FAQs, and runbooks — author and maintain using document management software to ensure accuracy and organizational accessibility.End-user training sessions on new applications and system changes — design and deliver using appropriate instructional strategies tailored to varied skill levels within the organization.Judgment calls on escalation, workarounds, and service priorities — exercise independently under ambiguous conditions, balancing user needs against IT policy constraints.Telecommunications and network configuration settings — review and adjust to resolve connectivity issues affecting individual users or small workgroups in a corporate LAN environment.Graphics, web, and desktop publishing software — support and troubleshoot for specialized business units requiring design or publishing capabilities beyond standard productivity tools.Service quality metrics and support trends — monitor and analyze to identify training gaps, recurring failures, and opportunities to improve first-call resolution rates.
advanced
Organizational IT support strategy and service delivery standards — define and implement across departments, aligning help desk operations with business objectives and budget constraints.Requirements for enterprise-wide system upgrades or new technology adoption — lead stakeholder consultation with staff, management, and vendors to establish scope, priorities, and success criteria.Junior and mid-level support specialists — mentor and develop through structured coaching, knowledge-sharing sessions, and constructive performance feedback.Support policies, escalation frameworks, and incident response protocols — author and institutionalize to govern consistent, high-quality technical assistance across the organization.Systemic infrastructure vulnerabilities and recurring failure patterns — identify through data-driven analysis of support records and system monitoring outputs, driving proactive remediation initiatives.Vendor relationships and technology procurement decisions — evaluate and influence by translating operational support data into evidence-based recommendations for leadership.Cross-functional IT projects involving hardware refresh, software rollout, or office relocation — lead coordination among support teams, stakeholders, and external contractors to ensure seamless execution.Organizational knowledge management systems — oversee curation and governance of, ensuring technical documentation remains current, searchable, and actionable for all support tiers.Support team performance indicators and SLA compliance — review regularly and present findings to management, recommending staffing, tooling, or process adjustments as warranted.Emerging technologies relevant to end-user computing — evaluate through active learning and pilot programs, advising senior leadership on adoption readiness and workforce training requirements.
Also known as
182 alternate job titles map to this occupation.
IT Support Tech (Information Technology Support Technician)IT Support Engineer (Information Technology Support Engineer)Customer Support AnalystComputer OperatorSurface Cryptologic Carry-On Program (CCOP) Installer (Navy C38B)PC Tech (Personal Computer Technician)IT Support Analyst (Information Technology Support Analyst)Applications AnalystNetwork Control OperatorHeavy Aircraft Integrated Avionics Craftsman, C4ISR Mission Systems (E-3, E-4, E-7, EC-130H, RC-135, VC-25) (Air Force 2A974A)Heavy Aircraft Integrated Avionics Helper, C4ISR Mission Systems (E-3, E-4, E-7, EC-130H, RC-135, VC-25) (Air Force 2A914A)Tactical Data Systems Technician (Marine Corps 5974)IT Analyst (Information Technology Analyst)Computer TechnologistDesktop Support AnalystSpace Systems Operations (Air Force 1C6X1)PC Support Specialist (Personal Computer Support Specialist)Micro Computer Support SpecialistTechnical Support Technician (Technical Support Tech)Submarine Carry-On Equipment (COE) Team Leader (Navy C27D)Surface Cryptologic Carry-On Program (CCOP) Director (Navy C38C)Network Administrator (Marine Corps 0631)Communications Technician (Navy 002790)Micro Computer SpecialistDesktop Support SpecialistIT Associate (Information Technology Associate)Call Center Support Representative (Call Center Support Rep)Aviation Communication Systems Technician (Marine Corps 5939)Tactical Air Operations/Air Defense Systems Technician (Marine Corps 5979)Heavy Aircraft Integrated Avionics Journeyman (Air Force 2A954)Customer Support Rep (Customer Support Representative)Cryptologic Infrastructure Maintenance Supervisor (Navy C37B)Technical Support EngineerDesktop Support ManagerCyber Defense Operations Apprentice, Systems Operations (Air Force 1D731B)Application Customer Service Representative (Application CSR)Intelligence Surveillance Reconnaissance (ISR) Systems Engineer (Marine Corps 2651)Cyber Defense Operations Helper, Mission Defense Activities (Air Force 1D711M)Cloud Operations SpecialistCyber Defense Operations Helper, Expeditionary Communications (Air Force 1D711W)