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Become A Knowledge Management Specialist

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Working As A Knowledge Management Specialist

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does A Knowledge Management Specialist Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Knowledge Management Specialist

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Knowledge Management Specialist jobs

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Knowledge Management Specialist Career Paths

Knowledge Management Specialist
Senior Project Manager Senior Product Manager Senior Manager
Chief Information Officer
11 Yearsyrs
Human Resources Manager Regional Human Resources Manager
Director Of Human Resources
10 Yearsyrs
Human Resources Manager Program Manager Senior Manager
Director Of Information
10 Yearsyrs
Workforce Management Analyst Analyst Information Technology Manager
Director Of Information Technology Services
12 Yearsyrs
Operations Manager General Manager Account Executive
Director Of Sales
10 Yearsyrs
Finance Analyst Business Analyst Information Technology Manager
Information Technology Director
10 Yearsyrs
Accounts Receivable Specialist Accountant Business Analyst
Information Technology Manager
8 Yearsyrs
Operations Specialist Project Manager Program Manager
Marketing Manager
6 Yearsyrs
Operations Specialist Operations Manager
Operations Director
9 Yearsyrs
Analyst Finance Analyst Controller
Operations Manager
7 Yearsyrs
Operations Manager Operations Director
President Of Operations
11 Yearsyrs
Analyst Business Analyst
Product Manager
7 Yearsyrs
Project Manager Consultant Senior Consultant
Program Manager
8 Yearsyrs
Accounts Receivable Specialist Finance Analyst Operations Manager
Purchasing Manager
9 Yearsyrs
Finance Analyst Finance Manager Sales Manager
Senior Account Manager
7 Yearsyrs
Business Analyst Senior Consultant
Senior Manager
10 Yearsyrs
Business Analyst Product Manager
Senior Product Manager
9 Yearsyrs
Project Manager Program Manager
Senior Project Manager
12 Yearsyrs
Account Executive Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Senior Project Manager Principal Consultant Senior Manager
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Staff Specialist 3.7 years
Senior Specialist 3.6 years
Knowledge Engineer 3.4 years
Management Analyst 3.0 years
Data Specialist 2.5 years
Specialist 2.5 years
Project Specialist 2.5 years
Support Specialist 2.3 years
Top Employers Before
Internship 7.4%
Specialist 4.7%
Consultant 3.9%
Supervisor 3.5%
Manager 3.2%
Cashier 3.2%
Teller 2.9%
Top Employers After
Manager 6.9%
Consultant 5.9%
Specialist 5.8%
Supervisor 4.3%
Analyst 4.3%
Internship 3.0%
Director 3.0%

Knowledge Management Specialist Demographics

Gender

Female

54.5%

Male

43.3%

Unknown

2.2%
Ethnicity

White

79.0%

Hispanic or Latino

10.7%

Asian

8.0%

Unknown

1.7%

Black or African American

0.6%
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Languages Spoken

Spanish

46.3%

French

11.9%

Russian

6.0%

German

5.2%

Arabic

5.2%

Chinese

3.7%

Italian

3.0%

Polish

3.0%

Mandarin

2.2%

Carrier

2.2%

Portuguese

2.2%

Vietnamese

1.5%

Hindi

1.5%

Ukrainian

1.5%

Swahili

0.7%

Gujarati

0.7%

Korean

0.7%

Croatian

0.7%

Amharic

0.7%

Hebrew

0.7%
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Knowledge Management Specialist Education

Schools

University of Phoenix

22.0%

Community College of the Air Force

6.9%

Strayer University

6.6%

Webster University

4.9%

George Washington University

4.6%

University of Maryland - University College

4.6%

Ashford University

4.3%

Southern New Hampshire University

4.3%

University of North Carolina at Greensboro

3.9%

Georgia State University

3.9%

Walden University

3.9%

Kaplan University

3.9%

George Mason University

3.6%

North Carolina State University

3.3%

University of Missouri - Columbia

3.3%

American InterContinental University

3.3%

Northern Virginia Community College

3.3%

Grand Canyon University

3.3%

Michigan State University

3.0%

Auburn University

3.0%
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Majors

Business

33.8%

Accounting

6.3%

Finance

5.2%

Psychology

4.8%

Management

4.8%

Human Resources Management

4.5%

Nursing

4.4%

Communication

3.7%

Criminal Justice

3.7%

Marketing

3.7%

Computer Information Systems

3.5%

Information Technology

3.4%

Computer Science

3.1%

Health Care Administration

3.0%

Project Management

2.7%

Education

2.1%

General Studies

1.9%

Political Science

1.9%

Elementary Education

1.7%

English

1.7%
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Degrees

Bachelors

40.1%

Masters

23.7%

Other

19.9%

Associate

9.0%

Certificate

3.7%

Doctorate

2.1%

Diploma

1.3%

License

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Knowledge Management Specialist Salaries

Job Title Company Location Start Date Salary
Identity Management Specialist Indus Technology, Inc. Austin, TX Feb 01, 2015 $166,960
Identity Management Specialist Indus Technology, Inc. Austin, TX Jul 12, 2016 $160,699
Identity Management Specialist Indus Technology, Inc. Austin, TX Feb 06, 2016 $160,699
Identity Management Specialist Indus Technology Inc. Austin, TX Apr 19, 2016 $150,920
Enterprise Management Advisory Specialist Memorial Sloan-Kettering Cancer Center Middletown, NJ Jul 11, 2016 $145,000
Knowledge Specialist McKinsey & Company, Inc. United States Waltham, MA Aug 01, 2014 $131,878
Knowledge Specialist McKinsey & Company, Inc. United States Waltham, MA May 15, 2015 $131,878
Principal Recipient Management Specialist Training Resources Group Inc. Arlington, VA Oct 01, 2012 $128,000 -
$138,000
Identity & Access Management Specialist Universal Service Administrative Company Washington, DC Jan 06, 2016 $127,379
Knowledge Specialist McKinsey & Company, Inc. United States Waltham, MA Aug 01, 2014 $126,138
Energy & Power Management Specialist Nokia Inc. San Diego, CA Aug 27, 2014 $124,000
Knowledge Specialist McKinsey & Company, Inc. United States Washington, DC Jul 01, 2013 $122,903
Principal Recipient Management/Od Specialist Management Sciences for Health, Inc. Arlington, VA Oct 15, 2012 $121,000 -
$160,000
Principal Recipient Management Specialist Management Sciences for Health, Inc. Arlington, VA Feb 06, 2012 $121,000 -
$160,000
Identity Management Specialist Confluxsys LLC San Diego, CA Mar 09, 2016 $95,000
Identity Management Specialist Confluxsys, LLC San Diego, CA Sep 12, 2015 $95,000
Identity Management Specialist Confluxsys LLC Fremont, CA Sep 20, 2013 $90,000
Management Specialist Holloway Houston, Inc. Houston, TX Nov 01, 2013 $90,000
Category Management Specialist Accenture LLP King of Prussia, PA Sep 10, 2015 $89,325
Associate-Knowledge Management Specialist JP Morgan Chase & Co New York, NY Apr 10, 2016 $88,000
Knowledge Specialist McKinsey & Company, Inc. United States New York, NY Sep 13, 2011 $86,000
Submissions Management Specialist Alcon Research, Ltd. Fort Worth, TX Sep 21, 2015 $85,030
Energy & Power Management Specialist Evolvingapps, LLC. Burbank, CA Sep 19, 2015 $69,742
Identity Management Specialist Everest Computers Inc. Austin, TX Aug 24, 2015 $69,000
Management Specialist Jessie's Bake Shop San Diego, CA Apr 06, 2011 $68,871
Change Management Specialist PN Automation, Inc. Rockville, MD Oct 01, 2012 $68,000
Destination Management Specialist Visit America Inc. New York, NY Nov 28, 2011 $66,784
Destination Management Specialist Visit America Inc. New York, NY Oct 01, 2012 $66,784
Identity Management Specialist Everest Computers Inc. Saint Petersburg, FL Jun 02, 2015 $66,500
Energy & Power Management Specialist Transline Technology, Inc. Anaheim, CA Sep 24, 2015 $66,394

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Top Skills for A Knowledge Management Specialist

ProceduresMilitaryPersonnelKnowledgeManagementCustomerServiceFinancialDataEntryManagementSystemInterestRateChangesSharepointResourceLogisticsWebCargoAdditionalWorkforceAuditEmergencyTrafficManagementACHProjectManagement

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Top Knowledge Management Specialist Skills

  1. Procedures
  2. Military Personnel
  3. Knowledge Management
You can check out examples of real life uses of top skills on resumes here:
  • Support vendor management program strategies; utilize standards, procedures and guidelines to drive improved business decisions and results.
  • Contracted private moving companies to package and deliver household goods of military personnel changing duty stations.
  • Act as consultant on all internal marketing and communications activities and messages related to Knowledge Management for our internal business customers.
  • Provide customer service in all aspects of servicing of student loans.
  • Handled complex or escalated calls from customers and Financial Advisers through phone calls and email work.

Top Knowledge Management Specialist Employers

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