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Become A Software Support Technician

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Working As A Software Support Technician

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $72,000

    Average Salary

What Does A Software Support Technician 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 Software Support Technician

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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Software Support Technician Jobs

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Software Support Technician Career Paths

Software Support Technician
Consultant Information Technology Manager
Information Technology Director
10 Yearsyrs
Consultant Information Technology Consultant
Information Technology Manager
7 Yearsyrs
Consultant Information Technology Consultant Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Systems Administrator Information Technology Manager Project Manager
Service Delivery Manager
10 Yearsyrs
Systems Administrator Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Systems Administrator Team Leader Lead Technician
Technical Manager
7 Yearsyrs
Information Systems Technician Technical Support Specialist Systems Analyst
Systems Manager
6 Yearsyrs
Information Systems Technician Technical Support Specialist Support Analyst
Senior Support Analyst
6 Yearsyrs
Information Systems Technician Information Technology Consultant Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Network Technician Specialist Support Specialist
Senior Support Specialist
5 Yearsyrs
Network Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Network Technician Field Service Technician
Technical Services Manager
7 Yearsyrs
Network Administrator Systems Analyst Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Network Administrator Systems Engineer Senior System Administrator
Information Technology Operations Manager
9 Yearsyrs
Systems Engineer Business Analyst Senior Business Analyst
Implementation Manager
8 Yearsyrs
Desktop Support Technician Field Service Technician Technical Support Engineer
Senior Support Engineer
7 Yearsyrs
Systems Engineer Senior System Administrator
Information Technology Systems Manager
8 Yearsyrs
Desktop Support Technician Service Desk Analyst Service Desk Supervisor
Service Desk Manager
7 Yearsyrs
Technical Support Engineer Systems Analyst Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Desktop Support Technician Service Desk Analyst
Incident Manager
9 Yearsyrs
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Do you work as a Software Support Technician?

Help others decide if this is a good career for them

Average Length of Employment
Systems Support 2.7 years
Top Careers Before Software Support Technician
Consultant 5.9%
Internship 4.4%
Cashier 3.7%
Manager 3.0%
Top Careers After Software Support Technician
Consultant 9.3%
Owner 3.4%
Manager 3.1%

Do you work as a Software Support Technician?

Software Support Technician Demographics

Gender

Male

67.0%

Female

25.1%

Unknown

7.9%
Ethnicity

White

59.3%

Hispanic or Latino

15.2%

Black or African American

10.8%

Asian

9.9%

Unknown

4.8%
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Foreign Languages Spoken

Spanish

48.6%

French

9.8%

Portuguese

6.0%

Chinese

4.4%

Carrier

3.8%

Japanese

3.8%

Arabic

3.3%

Mandarin

2.7%

Russian

2.7%

Italian

2.7%

German

2.7%

Hindi

1.6%

Swedish

1.1%

Vietnamese

1.1%

Cheyenne

1.1%

Korean

1.1%

Cantonese

1.1%

Greek

1.1%

Swahili

0.5%

Romanian

0.5%
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Software Support Technician Education

Schools

University of Phoenix

26.6%

Western Governors University

5.1%

Strayer University

5.1%

Kaplan University

4.6%

University of North Carolina at Greensboro

4.3%

Monroe Community College

4.3%

Southern New Hampshire University

4.3%

University of North Texas

4.0%

More Tech Institute

4.0%

Temple University

3.7%

Pennsylvania State University

3.7%

American InterContinental University

3.7%

Northeastern University

3.7%

University of Houston

3.4%

Northern Illinois University

3.4%

Drexel University

3.4%

New York University

3.1%

National University

3.1%

Columbus State Community College

3.1%

Ohio State University

3.1%
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Majors

Business

18.1%

Computer Science

17.0%

Computer Information Systems

10.4%

Information Technology

9.4%

Electrical Engineering

5.1%

Computer Networking

4.9%

Information Systems

4.0%

Accounting

3.6%

Computer Engineering

3.5%

Management

3.1%

Communication

2.5%

Management Information Systems

2.4%

Criminal Justice

2.3%

Finance

2.2%

Psychology

2.1%

Education

2.0%

Project Management

2.0%

Liberal Arts

1.9%

English

1.7%

Mathematics

1.7%
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Degrees

Bachelors

41.6%

Other

21.4%

Masters

15.4%

Associate

14.5%

Certificate

4.3%

Diploma

1.7%

Doctorate

1.0%

License

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$72,000
View Detailed Salary Report
$45,000
Min 10%
$72,000
Median 50%
$72,000
Median 50%
$72,000
Median 50%
$72,000
Median 50%
$72,000
Median 50%
$72,000
Median 50%
$72,000
Median 50%
$116,000
Max 90%
Best Paying Company
American International Group
Highest Paying City
Cupertino, CA
Highest Paying State
New Hampshire
Avg Experience Level
2.4 years
How much does a Software Support Technician make at top companies?
The national average salary for a Software Support Technician in the United States is $72,400 per year or $35 per hour. Those in the bottom 10 percent make under $45,000 a year, and the top 10 percent make over $116,000.

Real Software Support Technician Salaries

Job Title Company Location Start Date Salary
Support Consultant V Sap America, Inc. Newtown, PA Mar 01, 2015 $157,463
Production Services IT Support Consultant AIG Technologies, Inc. Charlotte, NC Mar 14, 2016 $125,000
Production Services Information Technology Support Consultan AIG Technologies, Inc. Charlotte, NC Feb 24, 2016 $125,000
Production Services IT Support Consultant II AIG Technologies, Inc. Charlotte, NC Feb 29, 2016 $125,000
Production Services Information Technology Support Consultan AIG PC Global Services, Inc. Charlotte, NC Nov 11, 2015 $125,000
Production Services IT Support Consultant Lead AIG PC Global Services, Inc. Charlotte, NC Sep 11, 2015 $125,000
Consultant Support Systems HSBC Bank USA, N.A. Depew, NY Mar 11, 2015 $123,739
Support Consultant Sap America, Inc. Newtown, PA Aug 26, 2014 $121,606
Support Consultant Sap America, Inc. Newtown, PA Jan 02, 2016 $117,225
Support Consultant Sap America, Inc. Plymouth, MI Jan 20, 2014 $116,150
Support Consultant Sap America, Inc. Newtown, PA Apr 15, 2013 $116,150
Software Applications Support Paradigm Geophysical Corporation Houston, TX Aug 18, 2016 $115,000
Software Applications Support III Paradigm Geophysical Corporation Houston, TX Sep 06, 2014 $115,000
Support Consultant V Sap America, Inc. Newtown, PA Mar 05, 2014 $113,958
Support Consultant Sap Labs, LLC Palo Alto, CA Jan 12, 2014 $93,324
Support Consultant Intergraph Corporation Madison, AL Sep 16, 2014 $93,184
Software Applications Support II-Formation Evaluation Paradigm Geophysical Corp. Houston, TX Nov 30, 2016 $92,534
Software Applications Support II-Formation Evaluation Paradigm Geophysical Corporation Houston, TX Sep 14, 2015 $92,534
Software Applications Support III-Formation Evaluation Paradigm Geophysical Corporation Houston, TX Sep 14, 2015 $92,534
Software Applications Support III Paradigm Geophysical Corporation Houston, TX Jun 03, 2013 $90,688 -
$100,000
Member Technical Support IV-Consultant-IT Quality Cellco Partnership Warren, NJ Feb 20, 2013 $90,459 -
$114,029
Senior Technical Support Consultant Aspen Technology, Inc. Houston, TX Apr 16, 2013 $77,171
Senior Technical Support Consultant Temenos USA, Inc. Malvern, PA May 18, 2016 $77,147
Senior Technical Support Consultant Aspen Technology, Inc. Houston, TX Sep 12, 2016 $76,991
Senior Technical Support Consultant Aspen Technology, Inc. Houston, TX Jul 09, 2016 $76,177
Global Markets Financial Technical Support Consult State Street Bank and Trust Company New York, NY Apr 04, 2013 $76,000 -
$125,000
Technical Support Consultant II Sap America, Inc. Lake Mary, FL Nov 01, 2013 $75,926
Field Technical Support Consultant Hewlett-Packard Company Alpharetta, GA Aug 23, 2015 $75,000 -
$98,375
Senior Technical Support Consultant Aspen Technology, Inc. Houston, TX Sep 04, 2015 $75,000

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How Would You Rate The Salary Of a Software Support Technician?

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Top Skills for A Software Support Technician

  1. Technical Support
  2. Computer Hardware
  3. Customer Service
You can check out examples of real life uses of top skills on resumes here:
  • Provided technical support for clients who had purchased an education computer system used for homeschooling children.
  • Performed service calls to troubleshoot client network connectivity and replaced malfunctioned leased computer hardware.
  • Deliver consistent, excellent and polite customer service in all communications with internal and external customers.
  • Provided world-class support (NPS consistently 8/9) via phone, e-mail and remote access for HomeAway's Property Management SaaS.
  • Fielded security related phone calls along with email and system-automated issues/requests for end-user resolution.

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Top 10 Best States for Software Support Technicians

  1. District of Columbia
  2. Colorado
  3. Connecticut
  4. Alaska
  5. New Jersey
  6. Pennsylvania
  7. Virginia
  8. North Dakota
  9. Maine
  10. Minnesota
  • (326 jobs)
  • (1,015 jobs)
  • (478 jobs)
  • (81 jobs)
  • (1,073 jobs)
  • (1,486 jobs)
  • (1,699 jobs)
  • (149 jobs)
  • (185 jobs)
  • (800 jobs)

Top Software Support Technician Employers

Jobs From Top Software Support Technician Employers

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