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Occupation Description

Provide technical assistance to computer system users. Answer questions or resolve computer problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Exclude "Network and Computer Systems Administrators".

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State and National Wages

Wage Table

Hourly Wage Chart

Yearly Wage Chart

Location	Pay Period	2009
		10%	25%	Median	75%	90%
United States	Hourly	$13.08	$16.50	$21.30	$27.54	$34.95
	Yearly	$27,200	$34,300	$44,300	$57,300	$72,700
Washington	Hourly	$14.69	$18.20	$22.63	$27.86	$34.62
	Yearly	$30,600	$37,900	$47,100	$57,900	$72,000

Wage Table

Hourly Wage Chart

Yearly Wage Chart

• High is the wage at which 90% of workers earn less and 10% earn more.
• Middle is the wage at which 50% of workers earn less and 50% earn more.
• Low is the wage at which 10% of workers earn less and 90% earn more.

Wage Table

Hourly Wage Chart

Yearly Wage Chart

• High is the wage at which 90% of workers earn less and 10% earn more.
• Middle is the wage at which 50% of workers earn less and 50% earn more.
• Low is the wage at which 10% of workers earn less and 90% earn more.

Occupation Wages FAQs

Median Wage by Occupation Across States
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National Data Source: Bureau of Labor Statistics, Occupational Employment Statistics Survey
State Data Source: Washington Occupational Wages

State and National Trends

Note: The data for the State Employment Trends and the National Employment Trends are not directly comparable. The projections period for state data is 2006-2016, while the projections period for national data is 2008-2018.

Occupation Trends FAQs

Employment Trends by Occupation Across States
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Employment Trends by Industry and Occupation

National Data Source: Bureau of Labor Statistics, Office of Occupational Statistics and Employment Projections
State Data Source: Washington State Employment Security Department, Labor Market and Economic Analysis Branch

Knowledge, Skills, and Abilities

The most important knowledge, skills, and abilities (KSAs) are listed for Computer Support Specialists.

Knowledge:

• Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Telecommunications - Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Skills:

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Abilities:

• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
• Written Comprehension - The ability to read and understand information and ideas presented in writing.
• Written Expression - The ability to communicate information and ideas in writing so others will understand.
• Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Near Vision - The ability to see details at close range (within a few feet of the observer).

Source: Occupational Information Network: Computer Support Specialists.

Tasks and Activities

Occupation specific tasks and the most important generalized work activities are listed for Computer Support Specialists.

Occupation Specific Tasks:

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

Generalized Work Activities:

• Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
• Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
• Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
• Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Detailed Work Activities:

• adjust computer operation system
• assist co-workers with software problems
• communicate technical information
• conduct computer diagnostics to determine nature of problems
• conduct training for personnel
• configure computers in industrial or manufacturing setting
• consult with staff or users to identify operating procedure problems
• evaluate computer system user requests or requirements
• evaluate prototype computer software systems
• follow data security procedures
• follow data storage procedures
• identify appropriate software for project
• install computer programs
• install hardware, software, or peripheral equipment
• maintain or repair computers or related equipment
• monitor computer operation
• monitor operating conditions
• perform minor repairs to hardware, software, or peripheral equipment
• program computers using existing software
• provide technical computer training
• provide technical support to computer users
• recommend purchase or repair of furnishings or equipment
• recommend software or hardware purchases
• select business applications for computers
• select software for clerical activities
• test computer programs or systems
• train workers in use of computer and related equipment
• train workers in use of equipment
• understand computer equipment operating manuals
• use computer networking technology
• use computers to enter, access or retrieve data
• use desktop publishing software
• use geographical information system (GIS) software
• use interpersonal communication techniques
• use knowledge of mainframe computers
• use relational database software
• use spreadsheet software
• use word processing or desktop publishing software
• write computer software, programs, or code

Source: Occupational Information Network: Computer Support Specialists.

Tools and Technology

Computer Support Specialists  View Detailed Report

Tools:

• Computer tool kits - Computer tool kits
• Desktop computers - Desktop computers
• Floppy disks - MS-DOS-bootable disks
• Hard disk arrays - Redundant array of independent disks RAID systems
• Mainframe computers - Mainframe computers

Technology:

• Backup or archival software - Backup and archival software, Disaster recovery software, Microsoft Volume Shadow Copy Service, Symantec LiveState
• Configuration management software - Automated installation software, Configuration management software, Deployment software, Patch management software
• Data base user interface and query software - Database software, IPro software, Lucid IQ, Software asset management SAM software
• Desktop communications software - CrossTec NetOp Remote Control, Remote control software, Stac Software ReachOut, Symantec pcAnywhere
• Operating system software - Event log monitor software, Microsoft Windows Pre-installation Environment, Operating system monitoring software

Source: Occupational Information Network: Computer Support Specialists.

Education and Training

Occupation: Computer Support Specialists
Most Common Educational/Training Level: Associate degree
Related Instructional Programs:

• Accounting and Computer Science
• Agricultural Business Technology
• Computer Hardware Technology/Technician
• Computer Software Technology/Technician
• Data Processing and Data Processing Technology/Technician
• Medical Office Computer Specialist/Assistant

WIA Eligible Training Provider List: http://www.careerbridge.wa.gov/

Source: Bureau of Labor Statistics, Office of Occupational Statistics and Employment Projections (Education/Training Level, Educational Attainment); National Center for Education Statistics (Typical Instructional Programs)

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• Network Systems and Data Communications Analysts
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Web Resources

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• Computer Network, Systems, and Database Administrators, Occupational Outlook Handbook
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• Computer Support Specialists, CareerZone
• Computer Systems Analysts, California Occupational Guide
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• Computer Systems Analysts, CareerZone
• Data Communications Analysts, Learn More Resource Center
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• Information Systems Analysts and Consultants, Job Futures
• Information Technology, WetFeet.com
• Network and Computer Systems Administrators, California Occupational Guide
• Numerical Control Tool Programmers, Learn More Resource Center
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• Actuaries, California Occupational Guide
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• Be An Actuary, Casualty Actuarial Society and Society of Actuaries
• Mathematical technicians, Occupational Outlook Handbook
• Mathematical Technicians, Learn More Resource Center
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• Operations Research/Management Scientist, Institute for Operations Research and the Management Sciences
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