Computer User Support Specialist
WHAT MAKES MY JOB HOT?
Training programs range in length
(short term or longer term) so you
can decide which is best for you to
start:
 Computer user support specialists
usually need to have at least a high
school diploma or HSE and IT
certification from a completed a training
program.
 Some lower level help-desk or callcenter jobs require some computer
knowledge, but not necessarily a
college degree.
Faster than average growth:
 In New York City, this job is expected to
grow 14% from 2010-2020.
Great pay & benefits
(New York City Region, 2013 figures):
 Typical entry pay: $37,580/yr.
 Median pay: $57,210/yr.
 Experienced pay: $71,410/yr.
 Common benefits for full-time work
include health insurance, paid vacation,
and sick leave.
WH AT I DO: I am an infor mation technology
(IT) professional who answers the questions
and/or resolves the problems of computer
users in person, by phone, or online.
My tasks include:
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Providing help and advice to people and organizations using
computer software or equipment, including assisting with
printing, installation, word processing, e-mail, and operating
systems
Overseeing the daily performance of computer systems
Answering users' questions about computer software or
hardware operation to resolve problems
Entering commands and observing system functioning to
make sure the system runs correctly and to detect errors
Setting up equipment for employee use and performing or
ensuring proper installation of cables, operating systems, or
appropriate software
Referring major hardware or software problems or defective
products to vendors or technicians for service
Responding to phone calls and emails from customers
My job is a good fit for you if you:
 are strongly interested in technology
 have strong people skills and are a
good listener and communicator
 are detail-oriented, enjoy solving
problems, and would enjoy teaching
someone how to do something (e.g.,
walking a computer user through the
steps to solve a problem)
For more information:
Go to www.careeronestop.org and search
for "Computer User Support Specialists”
Jobs for the Future (www.jff.org) developed this Best Bet Profile with generous funding from the Pinkerton Foundation. Sources: www.careeronestop.org; www.mynextmove.org; www.iseek.org; Bureau of Labor Statistics, U.S. Department of Labor,
Occupational Outlook Handbook, 2012-13 Edition, Computer Support Specialists, on the Internet at http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm (visited September 21, 2013); www.all-computerschools.com; www.campusexplorer.com • Photo Credits: Left photo: © apops / Fotolia; Middle top photo: © Ivonne Wierink / Fotolia; Middle bottom photo: © jlye / CrystalGraphics, Inc.; Right photo: © track5 / iStock.
Getting a Foot in the Door: What Employers are Looking For
Employers may also refer to me as a(n):
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Information Technology Specialist (IT Specialist)
Support Specialist
Computer (Service) Technician
Computer Support Specialist
Help Desk Analyst/Specialist
Technical Support Specialist
Employers in/near the NYC Region
include:
Typical work settings include: IT firms, insurance companies, administrative and
support services companies, government agencies, software publishers, non-profit
organizations, educational institutions, telecommunications organizations, call
centers, and healthcare organizations
Google
JP Morgan Chase
TekSystems
Facebook
Goldman Sachs
Manpower
Things to Consider When Applying for a Computer User Support Specialist Job
Academic/training &
other credentials:
 Because of the wide range of skills needed for different computer support jobs, there are many paths into the
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Other employer
requirements/
preferences may include:
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Tips to help you prepare
for, land, and succeed in
a computer user support
specialist career:
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occupation. Computer-related postsecondary training (such as Year Up's program on the next page) or an
associate’s degree may be enough for some computer support specialist positions in the New York City region,
but a bachelor’s degree in computer science or information systems is required for others.
It's important to have IT certification or be working towards it. There are many different kinds of IT certifications,
such as CompTIA A+ (www.comptia.org), which you earn by passing an exam. A+ certification is always highly
encouraged because it signals to potential employers that you have at least six months of hands-on experience.
Network+ certification is also recommended. IT certifications help to increase your marketability and salary.
Background check ─ However, if you have something on your record, it may not automatically disqualify you from
getting the job; it depends on what's on your record and it's up to the individual employer to decide.
Night, weekend, and/or holiday shifts
Previous experience working as a computer support specialist in any capacity is preferred. In some cases, if you
do not have an associate’s degree but you have experience working as a computer support specialist, an
employer may hire you. Some employers may require that you have knowledge of certain types of programs or
software (e.g., A+).
Remember that this type of work is available in different industries. You can look for jobs in and outside of IT firms
(e.g., at schools, hospitals, museums).
Though you can get an entry-level job without a college degree, you'll have the best job opportunities if you have
one and relevant work skills. Plus, the more IT education you get, the higher your pay will be.
Your professional skills are just as important as your technical skills in the IT industry and distinguish you from
others as you compete for jobs. Professional skills include communication skills, a positive attitude, dependability,
the ability to build relationships and to work well as part of a team, leadership, problem solving, self-motivation,
time management, integrity, creativity, flexibility, working well under pressure, and the ability to accept and learn
from criticism. These kinds of skills are motivating a lot of IT organizations to bring their outsourced help desks
back to the U.S. and to have virtual offices (employees working from home).
Most computer user support specialists have full-time work schedules; however, many do not work typical 9-to-5
jobs. Some must work nights or weekends. Faster computer networks are making it possible for some support
specialists, particularly help-desk technicians, to work from a home office. Some specialized help-desk
technicians travel to a client's location to solve the problem.
You'll usually get 3 to 12 months of on-the-job training after you're hired.
If you don't have a degree but you have expertise in your work and possess good customer service skills, a
positive attitude, and presence, promotion is highly likely. Promotions often depend more on performance than on
formal education, but continuing education is helpful to further your IT career. In some cases, you may advance
because of your on-the-job experience, but in others additional computer education is essential. For management
positions, it is generally recommended that you have a degree.
To keep up with changes in technology, many computer support specialists continue their training throughout their
careers. Most organizations have a great deal of in-house training, so if you work for an organization that likes to
update and keep up with technology trends, you will continue learning and enhancing your skills and résumé ─
one of the best learning experiences you can get in the industry.
Skills & Abilities that Employers Typically Seek:
 Reading, writing, and basic arithmetic skills; basic computer skills
 Strong communication and customer service skills, including the ability to communicate effectively with a nontechnical person about technical issues and patience to deal with frustrated customers
 Ability to follow detailed instructions and organizational skills
 Problem solving skills and willingness to learn all the time
 Ability to work independently and as part of a team in a fast-paced environment
Photo Credits: Top left photo: Llano, C. "Dr. Eduardo J. Padrón shown with Michael Valdez, IT Desktop Support." Printed with permission from Year Up; Top right photo: Joseph, L. "Kiara Santos, Year Up Boston, Class of July 2011." Printed with
permission from Year Up; Bottom photo printed with permission from NPower Technology Service Corps.
Getting a Credential that Can Help You Land a Job
YEAR UP NEW YORK'S INFORMATION TECHNOLOGY (IT) PROGRAM
55 Exchange Place, Suite 403, New York City, NY 10005  Phone: 212-785-3340  Mary Snowden, Director for Outreach & Admissions
Note: The program information below was collected in Sept. 2013; it is subject to change over time.
STEP 1: Learn about the program and make sure it's a good fit for your interests, goals, needs, and schedule.
 Year Up New York's IT program is a free, 47-week intensive training program for low-income young adults. Full time, it meets
Monday to Friday from 8:30 a.m. to 5 p.m. in Manhattan or Brooklyn. It consists of 5 months of rigorous classroom training (phase 1)
and a 6-month internship in the field in NY, NJ, or CT (phase 2). 270 students are admitted per year, half in March and half in Sept.
 Students earn stipends throughout the program ─ up to $144 per week during phase 1 and up to $270 per week during
phase 2.
 Coursework is accredited through SUNY Empire State College, therefore the college recognizes the work students do at Year Up in
the form of automatic transfer credits, which can greatly accelerate students' degree completion times.
 Students who successfully complete the program are prepared/tutored to take the CompTIA A+ Certification Exam.
Students entering the program with A+ certification have the opportunity to study for and attempt the Network+ exam (as
well as Security+ and/or Server+).
 Graduates typically work as computer user support specialists / helpdesk level 1 technicians and make $17 to $22/hour.
STEP 2: Find out the cost of the program and make sure it's a good fit for your wallet. The program is FREE!
STEP 3: Successfully complete the application process for admission.
 To apply, you must have a high school diploma or HSE, be 18-24 years old, of low to moderate income, and a U.S. Citizen,
permanent resident, or have an employment authorization card. Work authorization is required with a full-time program commitment
of one year. It's important that you are highly motivated to learn new technical and professional skills. A background check, credit
check, and drug test are also required.
 Complete an online interest form and contact admissionsnyc@yearup.org or call 347-296-0210 for next steps or with any questions.
 Must attend an open house and then complete a learning assessment, which you must pass to move on to the interview phase.
CONGRATULATIONS – YOU'VE BEEN ACCEPTED INTO THE PROGRAM!
STEP 4: Successfully complete all courses and other program requirements, and take advantage of support services.
 There are 2 program phases. Phase 1 is classroom training. Up to an hour of homework may be assigned every night for
each class; the norm for homework/study time is approximately 10-15 hours per week in addition to in-class contact hours.
You must pass each course with a 70+ to gain credit. Additionally, you must earn a cumulative score of 70+ in all courses
to earn an internship and graduate from the program. SUNY Empire State College grants institutional credit for any Year
Up course passed with a 70+. Phase 2 of the program consists of a 6-month paid internship, which students have to earn
based on grades, attendance, and meeting the expectations of Year Up's training contract. The program will place you into
an internship sponsored by one of its 30+ corporate partners. If you don't meet all of these requirements (including
completing the internship), you will be released and cannot graduate from the program.
 Year Up NY provides strong support services to help you enter and successfully complete the program, including a
Student Services team that can assist you with a range of hardship needs you may have (e.g., transportation costs,
enrollment/referrals to HRA, childcare, healthcare services, housing, and counseling). The program also offers educational
stipends and free tutoring to students. Each student is assigned an advisor (a Year Up staff member) and a mentor (a
professional in the field who provides extra supports and career guidance).
CONGRATULATIONS – YOU'VE EARNED A CERTIFICATE OF COMPLETION IN
INFORMATION TECHNOLOGY FROM YEAR UP!
STEP 5 (Strongly recommended): Take the CompTIA A+ certification exam. Many employers require/prefer certification so it is
recommended that you become certified (by passing the exam) before applying for a job.
STEP 6: Use your Year Up Certificate of Completion and your CompTIA A+ certification to start working and/or continue your
studies. Land a job as a computer user support specialist / helpdesk level 1 technician and/or pursue additional credentials such as an
Associate in Applied Science Degree in Computer Information Systems/Technology/Operations at New York City College of
Technology, Bronx Community College, Kingsborough Community College, Borough of Manhattan Community College, or LaGuardia
Community College, or pursue a computer-related bachelor's degree.
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Additional Programs in the NYC Region that can Train You to Become a Computer User Support Specialist:
 Per Scholas Institute for Technology offers free IT programs for people ages 18+ in the Bronx, Brooklyn (training lab only), and Manhattan ─ call
718-991-8400. All applicants must report to the Bronx location to be considered for admission.
 Continuing Education and Workforce Development Programs: CompTIA A+ Certification and/or CompTIA Network+ courses at Hostos Community
College, LaGuardia Community College, City Tech, Borough of Manhattan Community College, and Bronx Community College
Moving on Up!: Grow Your Career and Your Paycheck
The career ladder below shows different paths you can take to move up in the information technology industry. It
illustrates how you can advance from an entry-level position as a computer user support specialist to positions with
higher levels of pay, skill, and responsibility. Regardless of the path you take, it really pays to move up!
Note: The wage figures in the ladder are based on New York State DOL data for the New York City Region in 2013.
Sample Career Ladder for a Computer User Support Specialist
IT Manager /
Computer and Information Systems Manager
Entry pay: $101,110/year
Median pay: $150,340/year
Experienced pay: >$187,200/year
Computer Systems
Analyst / IT Consultant
Entry pay: $60,820/year
Median pay: $91,960/year
Experienced pay: $115,230/year
Network and Computer
Systems Administrator
Information Security
Analyst
Entry pay: $60,180/year
Median pay: $87,810/year
Experienced pay: $107,690/year
Entry pay: $79,200/year
Median pay: $119,690/year
Experienced pay: $147,560/year
Database Administrator
Entry pay: $54,400/year
Median pay: $87,810/year
Experienced pay: $108,190/year
Computer Network Support
Specialist
Entry pay: $48,310/year
Median pay: $73,400/year
Experienced pay: $91,670/year
START HERE
Computer User Support Specialist
Entry pay: $37,580/year
Median pay: $57,210/year
Experienced pay: $71,410/year
Sources: CareerOneStop (www.careeronestop.org) and O*NET OnLine (www.onetonline.org)
Occupations Requiring Similar Skills / Job Duties that You Also May Want to Explore:
 Customer Service Representative
 Broadcast Technician
 Electrical and Electronics Repairer, Commercial and Industrial Equipment
Computer Programmer
Entry pay: $59,820/year
Median pay: $85,370/year
Experienced pay: $106,090/year