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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
  • $86,645

    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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Do you work as a Software Support Technician?

Software Support Technician Jobs

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Software Support Technician Career Paths

Software Support Technician
Information Technology Consultant Information Technology Manager Information Technology Director
Chief Information Officer
11 Yearsyrs
Help Desk Analyst Systems Analyst Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Project Manager President Data Analyst
Data Manager
6 Yearsyrs
Desktop Support Technician Help Desk Specialist Network Administrator
Information Systems Manager
6 Yearsyrs
Network Technician Field Engineer Technical Support Specialist
Information Technology Contractor
6 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Help Desk Analyst Systems Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Project Manager Technical Project Manager Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Information Technology Consultant Information Technology Project Manager
Senior Information Technology Manager
10 Yearsyrs
Desktop Support Technician Network Technician Support Specialist
Senior Support Specialist
5 Yearsyrs
Technical Support Representative Technical Support Technician
Senior Support Technician
5 Yearsyrs
Systems Engineer Senior Software Engineer Technical Analyst
Senior Technical Analyst
7 Yearsyrs
Systems Engineer Lead Technician Technical Support Specialist
Senior Technical Support Specialist
5 Yearsyrs
Network Technician Information Technology Consultant Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Information Technology Specialist Network Engineer Systems Engineer
Systems Manager
7 Yearsyrs
Technical Consultant Network Administrator Technical Support Engineer
Technical Account Manager
7 Yearsyrs
Information Technology Specialist Systems Engineer Lead Technician
Technical Manager
7 Yearsyrs
Technical Support Representative Field Service Technician
Technical Services Manager
7 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
Support Analyst 2.3 years
Top Employers Before
Consultant 6.2%
Internship 4.1%
Manager 2.8%
Top Employers After
Consultant 8.9%
Owner 3.3%

Do you work as a Software Support Technician?

Software Support Technician Demographics

Gender

Male

71.0%

Female

26.9%

Unknown

2.2%
Ethnicity

White

59.4%

Hispanic or Latino

15.0%

Black or African American

10.6%

Asian

10.3%

Unknown

4.7%
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Languages Spoken

Spanish

46.7%

French

10.7%

Portuguese

6.0%

Carrier

4.7%

Chinese

4.0%

Japanese

4.0%

Russian

3.3%

Arabic

3.3%

Mandarin

2.7%

Italian

2.7%

German

2.7%

Swedish

1.3%

Vietnamese

1.3%

Cheyenne

1.3%

Cantonese

1.3%

Hindi

1.3%

Swahili

0.7%

Romanian

0.7%

Korean

0.7%

Hawaiian

0.7%
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Software Support Technician Education

Schools

University of Phoenix

23.8%

Southern New Hampshire University

5.6%

Monroe Community College

5.2%

Western Governors University

4.8%

Strayer University

4.8%

Kaplan University

4.8%

Temple University

4.3%

More Tech Institute

4.3%

University of North Texas

3.9%

American InterContinental University

3.9%

Villanova University

3.5%

University of Maryland - University College

3.5%

Texas State University

3.5%

University of Iowa

3.5%

University of Houston

3.5%

University of Massachusetts Amherst

3.5%

Boston University

3.5%

Drexel University

3.5%

Colorado Technical University

3.5%

Capella University

3.5%
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Majors

Business

17.3%

Computer Science

17.3%

Computer Information Systems

11.1%

Information Technology

9.3%

Computer Networking

4.7%

Electrical Engineering

4.6%

Information Systems

4.4%

Computer Engineering

3.7%

Accounting

3.7%

Management

3.2%

Management Information Systems

2.6%

Education

2.4%

Project Management

2.3%

Liberal Arts

2.2%

Communication

2.1%

Criminal Justice

2.1%

Psychology

1.9%

Finance

1.9%

Computer Programming

1.7%

Computer Applications

1.7%
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Degrees

Bachelors

40.5%

Other

22.6%

Masters

15.8%

Associate

13.6%

Certificate

4.6%

Diploma

1.6%

Doctorate

1.1%

License

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary

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 Information Technology Support Consultan AIG Technologies, Inc. Charlotte, NC Feb 24, 2016 $125,000
Production Services IT Support Consultant Lead AIG PC Global Services, Inc. Charlotte, NC Sep 11, 2015 $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 II AIG Technologies, Inc. Charlotte, NC Feb 29, 2016 $125,000
Production Services IT Support Consultant AIG Technologies, Inc. Charlotte, NC Mar 14, 2016 $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 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 II-Formation Evaluation Paradigm Geophysical Corp. Houston, TX Nov 30, 2016 $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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Top Skills for A Software Support Technician

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  1. Technical Support
  2. Computer
  3. Remote Access
You can check out examples of real life uses of top skills on resumes here:
  • Provided bilingual technical support for asset-management software used worldwide.
  • Handled calls proficiently while utilizing several computer-based systems to initiate and complete service orders in handling customer requests.
  • Provided world-class support (NPS consistently 8/9) via phone, e-mail and remote access for HomeAway's Property Management SaaS.
  • Coordinate timely repair of PC computers covered by 3rd-party vendor maintenance agreements.
  • Resolved various database and network issues pertaining to company software by using various custom database utilities.

How Would You Rate Working As a Software Support Technician?

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Top Software Support Technician Employers

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Jobs From Top Software Support Technician Employers

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