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Become A Technical Expert

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Working As A Technical Expert

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $153,171

    Average Salary

What Does A Technical Expert 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 Technical Expert

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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Technical Expert Jobs

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Technical Expert Career Paths

Technical Expert
Project Manager Program Manager Business Developer
Business Development Manager
9 Yearsyrs
Operations Manager Senior Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Operations Manager Information Technology Project Manager Director Of Information
Chief Technology Officer
11 Yearsyrs
Technical Supervisor Network Engineer Senior System Administrator
Data Center Manager
9 Yearsyrs
Computer Technician Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Senior Project Manager Associate Director Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Information Technology Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Information Systems Technician Information Technology Manager Director Of Information
Director, Technical Operations
11 Yearsyrs
Information Systems Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Technical Support Specialist Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Senior Project Manager Principal Consultant Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Computer Technician Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Technical Supervisor Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Technical Support Specialist Systems Analyst Business Analyst
Product Manager
7 Yearsyrs
Project Manager Consultant Senior Consultant
Program Manager
8 Yearsyrs
Sales Manager General Manager Account Manager
Sales Account Manager
6 Yearsyrs
Lead Technician Service Manager Account Manager
Senior Account Manager
7 Yearsyrs
Lead Technician Technical Support Specialist Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Information Technology Manager Business Development Manager Solution Specialist
Solutions Manager
8 Yearsyrs
Sales Manager Senior Manager Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Do you work as a Technical Expert?

Help others decide if this is a good career for them

Average Length of Employment
Technical Expert 3.0 years
Expert 2.4 years
Top Employers Before
Cashier 6.0%
Consultant 4.6%
Internship 4.6%
Technician 4.4%
Teller 3.6%
Expert 3.6%
Manager 3.4%
Top Employers After
Consultant 9.7%
Expert 5.0%
Supervisor 4.4%
Technician 4.4%
Manager 3.9%
Director 3.6%

Do you work as a Technical Expert?

Technical Expert Demographics

Gender

Male

74.9%

Female

23.5%

Unknown

1.7%
Ethnicity

White

58.4%

Hispanic or Latino

15.2%

Black or African American

10.7%

Asian

10.1%

Unknown

5.6%
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Languages Spoken

Spanish

34.7%

Russian

8.0%

Arabic

8.0%

Japanese

5.3%

Persian

5.3%

Vietnamese

4.0%

Mandarin

4.0%

Cantonese

4.0%

Chinese

4.0%

Swedish

2.7%

Hindi

2.7%

Korean

2.7%

French

2.7%

Bengali

2.7%

German

2.7%

Telugu

1.3%

Danish

1.3%

Filipino

1.3%

Turkish

1.3%

Norwegian

1.3%
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Technical Expert Education

Schools

Strayer University

19.9%

University of Phoenix

15.2%

Northeastern University

5.3%

Wayne State University

4.0%

Pennsylvania State University

4.0%

George Mason University

4.0%

University of Florida

4.0%

Cape Fear Community College

4.0%

University of North Texas

4.0%

University of Arizona

4.0%

Wright State University

3.3%

Community College of the Air Force

3.3%

Monroe Community College

3.3%

Full Sail University

3.3%

University of Missouri - Columbia

3.3%

Purdue University

3.3%

American University

3.3%

University of North Carolina at Wilmington

3.3%

University of Alabama

2.6%

Universal Technical Institute

2.6%
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Majors

Business

21.9%

Computer Science

14.1%

Information Technology

9.3%

Computer Information Systems

6.4%

Electrical Engineering

6.2%

Computer Networking

5.5%

Mechanical Engineering

4.4%

Computer Engineering

4.3%

Communication

2.9%

Accounting

2.9%

Criminal Justice

2.8%

General Studies

2.5%

Automotive Technology

2.5%

Management

2.5%

Finance

2.2%

Psychology

2.1%

Marketing

2.1%

Engineering

1.9%

Management Information Systems

1.8%

Project Management

1.8%
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Degrees

Bachelors

36.6%

Other

21.9%

Masters

18.6%

Associate

12.0%

Certificate

4.5%

Doctorate

4.5%

Diploma

1.7%

License

0.2%
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Full Time
Part Time
Internship
Temporary

Real Technical Expert Salaries

Job Title Company Location Start Date Salary
Technical Expert Robert Bosch LLC Palo Alto, CA Nov 07, 2016 $205,000
Technical Expert Wal-Mart Associates, Inc. Sunnyvale, CA Jun 23, 2015 $165,000
Technical Expert Wal-Mart Associates, Inc. Sunnyvale, CA Mar 11, 2015 $165,000
Technical Expert Wal-Mart Associates, Inc. Sunnyvale, CA Aug 10, 2015 $164,065
Senior Technical Expert Capital Modeling-Property Casualty AIG PC Global Services, Inc. New York, NY Dec 09, 2016 $160,000
Senior Technical Expert Wal-Mart Associates, Inc. Reston, VA Apr 15, 2016 $152,000
Technical Lead-Java Expert Liveaction, Inc. Palo Alto, CA Jan 05, 2016 $150,000
Technical Expert Wal-Mart Associates, Inc. CA Sep 19, 2016 $145,000
Senior Technical Expert, Risk American General Life Insurance Company Los Angeles, CA Oct 19, 2015 $145,000
Senior Technical Expert AIG Employee Services, Inc. New York, NY Apr 04, 2016 $145,000
Technical Expert Wal-Mart Associates, Inc. Santa Clara, CA Aug 26, 2013 $141,709
SAP Technical Expert Waters Corporation Milford, MA May 05, 2016 $116,584
Technical Expert Wal-Mart Associates, Inc. Bentonville, AR Sep 29, 2015 $115,217
Technical Expert Wal-Mart Associates, Inc. Bentonville, AR Jun 27, 2016 $115,000
Senior Technical Expert Wal-Mart Associates, Inc. Bentonville, AR May 18, 2015 $115,000
Technical Expert Wal-Mart Associates, Inc. Bentonville, AR Aug 22, 2014 $115,000
Senior Oracle Application/Technical Expert Brunswick Corporation Fond du Lac, WI Oct 01, 2015 $114,662
Technical Expert Wal-Mart Associates, Inc. Bentonville, AR Dec 09, 2013 $106,243
Technical Expert-Heat Transfer Ecomotors, Inc. Allen Park, MI Sep 14, 2013 $105,000
Technical Expert ISD Wal-Mart Associates, Inc. Bentonville, AR Apr 01, 2013 $105,000
Data Conversion-Architecture Technical Expert Cassiopae Us Inc. Salem, NH Sep 21, 2013 $105,000 -
$115,000
Technical Expert-Heat Transfer Ecomotors, Inc. Allen Park, MI Sep 06, 2014 $105,000
Technical Expert-Heat Transfer Ecomotors, Inc. Allen Park, MI Sep 01, 2014 $105,000
Technical Expert Wal-Mart Associates, Inc. Bentonville, AR Feb 16, 2015 $105,000
Technical Expert Wal-Mart Associates, Inc. Bentonville, AR Dec 11, 2014 $105,000

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Top Skills for A Technical Expert

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  1. Technical Support
  2. Customer Service
  3. Computer
You can check out examples of real life uses of top skills on resumes here:
  • Served as Liaison between Fab organization and Automotive and Electronic Customers to provide Excellence of Technical Support.
  • Executed excellent customer service by selling cameras, computer and various other electronics.
  • Selected and managed installation of computer system for Bolivian National Statistical Institute (Census Bureau).
  • Sole PM shift Technician responsible for repairing PC's and replacing power supply, memory upgrades/downgrades, software installations.
  • Assist with troubleshooting and configuration of home office peripherals.

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