Computer User Support Supervisor
Directly supervise and coordinate the activities of computer user support workers. Provides technical assistance to computer users. Answers questions or resolve computer problems for clients in person, or 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.
Annual openings
1,299
BLS median wage
$71,900
Typical education
Associate's degree, though some employers require only a high school diploma and some require Bachelor's degrees.
10-year growth
+5%
Career requirements
What does this career require?
The education, credentials, and on-the-job competencies Colorado employers expect for this role.
Typical education
Associate's degree, though some employers require only a high school diploma and some require Bachelor's degrees.
Credential requirement
Getting certified in computer user support can usually help you get a job – however, it’s important to understand which certifications employers want to see on your resume. You can do this by looking at current job postings to see what certifications employers are requiring. Some jobs do not require certification.
Credential detail
Certifications that are valued by some employers include: • Certified A+ Technician • Network + Certified • Cisco Certified Network Associate (CCNA) • Microsoft Certified Professional (MCP) • Security + • Microsoft Certified Systems Engineer (MCSE) • Information Technology Infrastructure Library (ITIL)
Work experience
Two to five years as a Computer User Support Specialist or significant experience in a related occupation.
Work-based learning
Computer User Support Specialists serve as an important first-line of defense against Cybersecurity attacks, such as phishing attempts. It is important to keep up with the latest threats and to be diligent in spotting potential attempts when working with users.
Remote work
Some companies (information technology companies for example) and jobs (such as call center support) offer the opportunity for staff to work remotely, including from rural locations. To see if a job offers this opportunity, please review job postings from job banks such as ZipRecruiter, Indeed or ConnectingColorado, and look for key words such as "location independent", "remote", "virtual", "telecommute", "flex" or for companies posting the same job in many locations.
Employer competency information
- Communication — Giving full attention to what other people are saying, taking time to understand the points being made, asking appropriate questions to identify root cause through iterative questions, making sure to understand the severity of a problem to the end-user, and the impact to the business (network issue vs. PC issue). Using written summary, process, and technical communications to clearly and effectively transmit relevant and actionable information while adjusting tone and content to the specific audience; adapting layout and prioritization of information for each support situation.
- Critical & Analytical Thinking — Using logic and reasoning to identify the risks and rewards of alternative solutions, conclusions, or approaches to problems to improve operational efficiency; seeing the big picture and identifying patterns like a large number of tickets for the same type of issue; identifying opportunities for improvement by regularly reevaluating the status-quo.
- Problem Solving & Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one; looking at the micro-macro effect of your decision and how it aligns with the overall mission of the business; utilizing technical common sense to reduce overall impact of decisions on the customer.
- Customer Focus — Actively looking for ways to help people and viewing role as the “IT Customer Service Department”; owning an issue through completion or transfer to another support specialist; using effective communication and empathy to best help resolve customer issues.
Is this work a fit?
What the work actually feels like
How people in this career tend to spend their time, the interests it draws on, and a look at a typical day.
Work style
- With kids/peopleOccasionally
- On a computerOccasionally
- Outdoors / on-siteOccasionally
- With your handsOccasionally
Interests it draws on
- Technology
Automation exposure
Low exposure
Tasks here lean on judgement and people skills that are hard to automate.
A typical day
- Oversee the daily performance of computer systems.
- 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.
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Refer major hardware or software problems or defective products to vendors or technicians for service.
- Inspect equipment and read order sheets to prepare for delivery to users.