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Become A Production Support Specialist

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Working As A Production Support Specialist

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $131,096

    Average Salary

What Does A Production Support 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 Production Support 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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Production Support Specialist jobs

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Average Length of Employment
Systems Specialist 4.2 years
Staff Specialist 3.7 years
Senior Specialist 3.6 years
MIS Specialist 3.3 years
Systems Support 3.1 years
Production Support 2.7 years
Support Lead 2.7 years
Specialist 2.5 years
Support Specialist 2.3 years
Support Analyst 2.3 years
Support 2.0 years
Top Employers Before
Consultant 6.1%
Specialist 4.8%
Analyst 3.9%
Top Employers After
Analyst 4.5%
Supervisor 3.4%

Production Support Specialist Demographics

Gender

Male

61.3%

Female

35.9%

Unknown

2.8%
Ethnicity

White

75.0%

Asian

11.4%

Hispanic or Latino

10.9%

Unknown

2.0%

Black or African American

0.8%
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Languages Spoken

Spanish

36.4%

French

18.2%

Japanese

9.1%

Russian

9.1%

Hmong

9.1%

Arabic

9.1%

Italian

9.1%
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Production Support Specialist Education

Schools

University of Phoenix

24.2%

Southern New Hampshire University

7.6%

Texas A&M University

6.1%

George Mason University

6.1%

Sierra College

4.5%

Strayer University

4.5%

American InterContinental University

4.5%

DePaul University

4.5%

Greenville Technical College

4.5%

University of South Florida

3.0%

Universidad Central de Bayamon

3.0%

TESST College of Technology - Alexandria

3.0%

Ohio University -

3.0%

New Jersey Institute of Technology

3.0%

Texas State University

3.0%

Temple University

3.0%

University of Central Florida

3.0%

Saint Joseph's College, New York

3.0%

Johnson County Community College

3.0%

Northeastern University

3.0%
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Majors

Business

22.3%

Computer Science

17.4%

Information Technology

9.1%

Computer Information Systems

6.6%

Electrical Engineering

4.9%

Information Systems

4.2%

Management

3.5%

Management Information Systems

3.5%

Computer Networking

3.5%

Project Management

3.1%

Computer Programming

2.8%

Accounting

2.8%

Computer Technical Support

2.4%

Computer Systems Security

2.4%

Criminal Justice

2.1%

Psychology

2.1%

Health Care Administration

2.1%

Computer Applications

2.1%

General Studies

1.7%

Elementary Education

1.4%
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Degrees

Bachelors

39.9%

Other

25.0%

Masters

14.9%

Associate

12.5%

Certificate

5.5%

Diploma

1.4%

Doctorate

0.5%

License

0.2%
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Full Time
Part Time
Internship
Temporary

Real Production Support Specialist Salaries

Job Title Company Location Start Date Salary
Production Support Specialist HSBC Securities (USA) Inc. New York, NY May 02, 2016 $139,000
Senior Production Support Specialist HSBC Securities (USA) Inc. New York, NY Feb 15, 2016 $139,000
Senior Production Support Specialist HSBC Securities (USA) Inc. New York, NY Apr 14, 2014 $135,000
Production Support Specialist HSBC Securities (USA) Inc. Jersey City, NJ Dec 05, 2012 $134,000
Production Support Specialist HSBC Securities (USA) Inc. New York, NY Nov 22, 2012 $130,000
Production Support Specialist HSBC Securities (USA) Inc. New York, NY Mar 06, 2013 $130,000
Senior Production Support Specialist HSBC Securities (USA) Inc. New York, NY Jul 15, 2013 $125,000
Senior Production Support Specialist HSBC Securities (USA) Inc. New York, NY Jan 09, 2015 $125,000
Senior Production Support Specialist HSBC Securities (USA) Inc. Jersey City, NJ Jun 25, 2010 $125,000
Production Support Specialist Jpmorgan Chase & Co. Jersey City, NJ Jan 09, 2012 $125,000
Senior Production Support Specialist HSBC Securities (USA) Inc. New York, NY Jun 05, 2010 $125,000
Senior Production Support Specialist HSBC Securities (USA) Inc. New York, NY Jul 31, 2015 $123,323
Production Support Specialist HSBC Securities (USA) Inc. New York, NY Jul 29, 2015 $123,000
Senior Production Support Specialist HSBC Securities (USA) Inc. New York, NY Jul 07, 2016 $120,224
IT Production Support Specialist XL Global Services, Inc. Stamford, CT Nov 15, 2013 $106,891 -
$110,228
Production Support Specialist CGI Technologies and Solutions Inc. Sterling, VA Dec 15, 2015 $103,750 -
$127,200
Production Support Specialist CGI Technologies and Solutions Inc. Reston, VA Oct 02, 2016 $103,750 -
$139,900
IT Production Support Specialist XL Global Services, Inc. Stamford, CT Jul 05, 2011 $100,714 -
$105,000
ETL Production Support Specialist Companion Professional Services, LLC Charlotte, NC Aug 29, 2016 $94,245
Production Support Specialist RCG Global Services, Inc. Tampa, FL Oct 30, 2011 $93,915
Production Support Specialist Stefanini, Inc. Washington, DC May 09, 2014 $93,600
Production Support Specialist CGI Technologies and Solutions Inc. Reston, VA Dec 01, 2016 $83,782 -
$110,300
Production Support Specialist CGI Technologies and Solutions Inc. Reston, VA Jan 22, 2016 $83,782 -
$97,700
Production Support Specialist CGI Technologies and Solutions Inc. Sterling, VA Dec 18, 2015 $83,782 -
$89,000
Production Support Specialist CGI Technologies and Solutions Inc. Reston, VA Dec 29, 2015 $83,782 -
$97,700
Production Support Specialist CGI Technologies and Solutions Inc. Reston, VA Aug 11, 2016 $83,304 -
$123,700
Production Support Specialist CGI Technologies and Solutions Inc. Burlington, MA Sep 21, 2016 $78,603
Production Support Specialist CGI Technologies and Solutions Inc. Bloomfield, CT Jul 12, 2016 $78,478 -
$123,700
Production Support Specialist IBM India Private Limited Charlotte, NC May 20, 2016 $76,809

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Top Skills for A Production Support Specialist

ProceduresDataEntryHardwareWindowsXPUnixWebPl/SqlMainframeTechnicalSupportProductionControlTroubleshootDesktopSupportDisasterSetupCustomerServiceJCLProductionEnvironmentQAProductionIssuesActiveDirectory

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Top Production Support Specialist Skills

  1. Procedures
  2. Data Entry
  3. Hardware
You can check out examples of real life uses of top skills on resumes here:
  • Respond to alerts/alarms according to standard operating procedures.
  • Performed general office duties, including data entry, filing, faxing, and copying.
  • Involved in decommissioning servers project as per the company procedures and update the hardware inventory database.
  • Delivered production support of flood application, and provided tier 2 helpdesk support for internal application and Windows XP/Windows 2000 environment.
  • Coordinated UNIX and Windows environment upgrade and provided technical support.

Top Production Support Specialist Employers

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