• Computer support specialists and systems administrators are projected to be among the fastest growing occupations over the 2000-10 period.
• Job prospects should 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.

Nature of the Work		Back to Top

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. And 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 explosion of computer use has created a high demand for specialists to provide advice to users, as well as 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 group includes technical support specialists and help-desk technicians. These troubleshooters interpret problems and provide technical support for hardware, software, and systems. They answer phone calls, analyze problems using automated diagnostic programs, and resolve recurrent 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, where they provide computer support on a contract basis to clients.

Technical support specialists are troubleshooters, providing valuable assistance to their organization's computer users. Because many nontechnical employees are not computer experts, they often run into computer problems they cannot resolve on their own. Technical support specialists install, modify, clean, and repair computer hardware and software. They also may work on monitors, keyboards, printers, and mice.

Technical support specialists answer phone calls from their organizations' computer users and may run automatic diagnostics programs to resolve problems. They also may write training manuals and train computer users how to properly use the new computer hardware and software. In addition, 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. Help-desk technicians field telephone calls and e-mail messages from customers 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 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 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 availability to system users. These workers 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 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 the components, including computers, the network, and software, to fit together and work properly. Furthermore, they monitor and adjust performance of existing networks and continually survey the current computer site to determine future network needs. Administrators also troubleshoot problems as reported by users and automated network monitoring systems and make recommendations for enhancements in the construction of future servers and networks.

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.

Working Conditions		Back to Top

Computer support specialists and systems administrators normally work in well lit, comfortable offices or computer laboratories. They usually work about 40 hours a week, but that may include 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, though it not as common as with computer support specialists.

Employment		Back to Top

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. Although they worked in a wide range of industries, about one-third of all computer support specialists and systems administrators were employed in business services industries, principally computer and data processing services. Other industries that employed substantial numbers of these workers include 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 also worked for manufacturers of computers and other office equipment and for firms making electronic components and other accessories.

Employers of computer support specialists and systems administrators range from start-up 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-related 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.

Training, Other Qualifications, and Advancement		Back to Top

Due to the wide range of skills required, there are a multitude of ways workers can become a computer support specialist or a 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 degree. For systems administrators, many employers seek applicants with bachelor's degrees, though not necessarily in a computer-related field.

Many companies are becoming more flexible about requiring a college degree for support positions because of the explosive demand for specialists. However, certification and practical experience demonstrating these skills will be essential for applicants without a degree. 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 specialist start out at an organization dealing directly with customers or in-house users. Then, they may advance into more responsible positions in which they use what they learn 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 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, not just the 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 a vital part of the job. The constant interaction with other computer personnel, customers, and employees require computer support specialists and systems administrators to communicate effectively on paper, via e-mail, or in person. Strong writing skills are useful when 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 offered 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.

Job Outlook		Back to Top

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.

The falling prices of computer hardware and software should help businesses expand their computing applications and integrate new technology into their operations. To maintain a competitive edge and operate more efficiently, firms will continue to demand computer specialists who are knowledgeable about the latest technologies and able to apply them to meet the needs of the organization.

Demand for computer support specialists is expected to increase because of 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. Consulting opportunities for computer support specialists also should continue to grow as businesses increasingly need help managing, upgrading, and customizing more complex computer systems.

Demand for systems administrators will grow as a result of the upsurge in electronic commerce and as computer applications continue to expand. Companies are looking for workers knowledgeable in 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 which forms a crucial element of business in an increasingly high-technology economy.

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

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 rapid growth in demand for computer support specialists and systems administrators, 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.

Earnings		Back to Top

Median annual earnings of computer support specialists were $36,460 in 2000. The middle 50 percent earned between $27,680 and $48,440. The lowest 10 percent earned less than $21,260, and the highest 10 percent earned more than $63,480. Median annual earnings in the industries employing the largest numbers of computer support specialists in 2000 were:

Median annual earnings of network and computer systems administrators were $51,280 in 2000. The middle 50 percent earned between $40,450 and $65,140. The lowest 10 percent earned less than $32,450, and the highest 10 percent earned more than $81,150. Median annual earnings in the industries employing the largest number of network and computer systems administrators in 2000 were:

According to Robert Half International, starting salaries in 2001 ranged from $30,500 to $56,000 for help-desk support staff, and from $48,000 to $61,000 for more senior technical support specialists. For systems administrators, starting salaries in 2001 ranged from $50,250 to $70,750.

Related Occupations		Back to Top

Other computer-related occupations include computer programmers; computer software engineers; systems analysts, computer scientists, and database administrators; and operations research analysts.