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Job outlook for technical support specialists in the United States
Technical support specialist job growth summary. After extensive research, interviews, and analysis, Zippia's data science team found that:
The projected technical support specialist job growth rate is 10% from 2018-2028.
About 83,100 new jobs for technical support specialists are projected over the next decade.
Technical support specialist salaries have increased 9% for technical support specialists in the last 5 years.
There are over 561,874 technical support specialists currently employed in the United States.
There are 157,425 active technical support specialist job openings in the US.
The average technical support specialist salary is $48,667.
Are technical support specialist jobs in demand?
Technical support specialist job and salary trends over time
Technical support specialist jobs over time
Technical support specialist job growth rate over time
| Year | # of jobs | % of population |
|---|---|---|
| 2021 | 561,874 | 0.17% |
| 2020 | 606,238 | 0.18% |
| 2019 | 570,074 | 0.17% |
| 2018 | 356,518 | 0.11% |
| 2017 | 345,525 | 0.10% |
Average technical support specialist salary over time
Technical support specialist salary by year
| Year | Avg. salary | Hourly rate | % Change |
|---|---|---|---|
| 2025 | $48,667 | $23.40 | +3.4% |
| 2024 | $47,063 | $22.63 | +2.3% |
| 2023 | $45,998 | $22.11 | +1.5% |
| 2022 | $45,303 | $21.78 | +1.7% |
| 2021 | $44,563 | $21.42 | +1.6% |
Technical support specialist jobs by state
Most common states for technical support specialists
| Rank | State | Population | # of jobs | Employment/ 1000ppl |
|---|---|---|---|---|
| 1 | District of Columbia | 693,972 | 543 | 78% |
| 2 | South Dakota | 869,666 | 317 | 36% |
| 3 | North Dakota | 755,393 | 255 | 34% |
| 4 | Alaska | 739,795 | 220 | 30% |
| 5 | Nebraska | 1,920,076 | 537 | 28% |
| 6 | Delaware | 961,939 | 268 | 28% |
| 7 | New Mexico | 2,088,070 | 574 | 27% |
| 8 | Minnesota | 5,576,606 | 1,454 | 26% |
| 9 | Missouri | 6,113,532 | 1,547 | 25% |
| 10 | Colorado | 5,607,154 | 1,381 | 25% |
| 11 | Arkansas | 3,004,279 | 710 | 24% |
| 12 | Maine | 1,335,907 | 322 | 24% |
| 13 | Vermont | 623,657 | 145 | 23% |
| 14 | Virginia | 8,470,020 | 1,846 | 22% |
| 15 | South Carolina | 5,024,369 | 1,108 | 22% |
| 16 | Wyoming | 579,315 | 126 | 22% |
| 17 | Michigan | 9,962,311 | 2,122 | 21% |
| 18 | Iowa | 3,145,711 | 666 | 21% |
| 19 | Nevada | 2,998,039 | 644 | 21% |
| 20 | Utah | 3,101,833 | 634 | 20% |
Most common cities for technical support specialists
| Rank | City | # of jobs | Employment/ 1000ppl | Avg. salary |
|---|---|---|---|---|
| 1 | Saint Charles | 28 | 86% | $52,656 |
| 2 | Buffalo Grove | 28 | 68% | $53,116 |
| 3 | DeKalb | 29 | 67% | $52,352 |
| 4 | Plainfield | 27 | 63% | $52,418 |
| 5 | Downers Grove | 28 | 57% | $52,769 |
| 6 | Tinley Park | 28 | 49% | $52,751 |
| 7 | Naperville | 29 | 20% | $52,665 |
| 8 | Joliet | 27 | 18% | $52,426 |
| 9 | Aurora | 27 | 13% | $52,541 |
| 10 | Atlanta | 28 | 6% | $45,717 |
| 11 | Boston | 25 | 4% | $61,724 |
| 12 | Washington | 24 | 4% | $61,816 |
| 13 | Austin | 15 | 2% | $48,355 |
| 14 | Chicago | 31 | 1% | $53,050 |
| 15 | San Diego | 15 | 1% | $59,200 |
| 16 | Philadelphia | 11 | 1% | $55,778 |
| 17 | Phoenix | 11 | 1% | $50,238 |
| 18 | New York | 18 | 0% | $64,143 |
| 19 | Los Angeles | 10 | 0% | $61,181 |
Technical Support Specialist job outlook: Expert opinions
Our panel of technical support specialist experts
Hampton University
Governors State University
Palm Beach State College
University of New Haven
Grambling State University
Western Illinois University
Quinnipiac University
Texas A&M University San Antonio
University of West Florida
University of Washington
Arizona State University
American University
SUNY Oswego
University of Wisconsin - Milwaukee
Gannon University
University of Oregon
Mount Saint Mary College
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Cleveland State University
University of North Carolina at Charlotte
What general advice would you give to a Technical Support Specialist?
Dr. Yohannes Bekele: By entering the computer engineering profession now, individuals can take advantage of the high skilled-power demand in the field, diverse career paths broadly classified under hardware and software sub-areas, lucrative salaries as compared to other fields, continuous learning opportunities, and the potential for entrepreneurship in changing ideas into startup businesses easily. It is a field that offers long-term growth prospects and the chance to contribute to the development of cutting-edge technologies.
What general advice would you give to a Technical Support Specialist?
Rich Manprisio MPM, PMP: Soft skills are necessary always but in regard to technical skills I see AI having a more prevalent role in IT. Graduates will need to look for ways both to leverage AI to help deal with cybersecurity related issues in addition on how AI can aid in complete infrastructure tasks
What Technical Support Specialist skills would you recommend for someone trying to advance their career?
Rich Manprisio MPM, PMP: Make sure you stay on top of the latest developments with technology. With the fluidity of technology, students today need to have the solid groundwork of a degree in IT but also understand things are continually changing and this need to always be continuing their learning and professional development.
What will help Technical Support Specialists increase their earning potential?
Rich Manprisio MPM, PMP: Certifications help set you apart from other graduates. When just starting out focus on vendor neutral certifications that can show potential employers that you are willing to get the necessary additional certifications that are prevalent in the IT field.
What will help Technical Support Specialists increase their earning potential?
Jason Nichols PhD: Build your experience base through internships and industry projects, and brag about these experiences when you interview. Collect professional certificates to compliment your degree. Security and cloud computing are excellent areas to pursue these in right now. AI and machine learning as well, of course. Build a structured skillset in problem solving and critical thinking, and demonstrate this skillset in your discussions with future employers. Map all of these efforts into a coherent story about yourself in your applications, and how they have shaped you to be a tech-savvy business problem solver, with a strong understanding of both the business and the technology. This foundation prepares you for so very many roles in our field, and businesses recognize and actively seek out this profile in their job candidates. Use the resources available to you. If you need additional time for more formal training, join a masters program. Join us for a masters program, actually. Our AI in Business masters program is launching this Fall, and is open for enrollment currently. Visit us here to learn more: https://wpcarey.asu.edu/masters-programs/ai-business
Dwight Elliot
Professor: Information Management, Cybersecurity & LawPalm Beach State College
Homeland Security
What will help Technical Support Specialists increase their earning potential?
Dwight Elliot: Combination of Theoretical and Practical Knowledge: Ensure that you have a strong
combination of theoretical knowledge and practical hands-on skill sets. You must be able
to articulate your knowledge and experience well in an interview and demonstrate what
you are able to do. Be prepared to show examples of precious work that you have
produced or created.
b) Job Research: Always engage in continuous job search Online and in-person. Read
carefully the job description and determine how your background, knowledge and
experience fits best with the job you are reviewing. Customize your resume to that job if
you feel you have the appropriate matching skill sets. If you do not have all the skills sets
at the time, be willing to set mini-goals to gain those skills and update your resume when
you do add additional skills, then reapply to the appropriate jobs available.
c) Online Job Database: Gradually build your profile on various IT and Cybersecurity jobs
such as: www.dice.com, www.monster.com, and www.cyberseek.org and also at the
organizational and company website. Once you setup an Online profile it will make it
easier to reapply in the future for other jobs that are related to your background.
d) Keywords: Make sure you list certain keywords on your resume that matches the jobs, if
you have those skills, so when a HR representative reviews resumes you have the
appropriate terms on your resume that match the job and the algorithms can identify your
skill set. Only do this if you have the actual knowledge and skill can explain yourself in
an interview. Do not do this if you do not have the actual knowledge and skill, since
being asked a question in an interview that you are unqualified to answer is not a good
look for your career and could be detrimental.
e) Continuous Learning: Be willing to engage in continuous learning, studying beyond
your degree accomplishments, since learning never stops and technology continues to
change. Maybe also pursue certifications.
f) Professional Online Business Portfolio and Brand: Continue to build a strong Online
IT, Networking and Cybersecurity Portfolio, through websites such as Linked in for
example, and also your own secure website that shows demonstrations of the creative
work that you have done in the past for clients and other jobs.
g) IT , Networking and Cybersecurity Events, Seminars and Conferences: Be willing to
always continue to attend events, seminars and conferences (in person and virtual) and
actually meet industry professionals. Do a search these events Online at all times.
What general advice would you give to a Technical Support Specialist?
Dwight Elliot: In addition to the following 10 best practices from the article below, I would like to share the
following approach to career and job success that leads to maximization of salary during a
career:
a) Employers' Vision and Mission: Focus on understanding the vision and mission of the
organization you work for and what is important to them. If the idea, concept, or project
is important to them then it is important to you. Understand the history and background
of the company, the current project, financial and financial growth goals of the company,
who their competitors are, and what competitive edge the company have or some that you
can suggest. Do not just concentrate on what you want from the job (such as a good
salary, everyone says this). Make sure you are providing the employer with value, what
they want and need from you and in return you are laying the foundation and a strong
case for what you want and need from the job. This is an essential component of making
yourself valuable and marketable for salary increases and promotions based on your
performance and your measurable growth contribution to the organization.
b) Environmental Awareness and Communication with Stakeholders: Be sure you take
the time to learn the different internal and external stakeholders within the organization.
Understanding and respecting organizational structures as well as hierarchies and
following processes and communication protocols matter in an organization. You must
know who to speak to about what, when , where and how. Know your job well and how it
is related to the job of other people on your team. Understand and respect the role of all
individuals within the organization, especially those who are above you. If you do not yet
know their role within the organization begin to ask questions nicely of someone who
does know the players well and the history behind certain key positions. Get to learn the
written and unwritten rules. Saying the wrong thing to the wrong person could cost you a
job or be detrimental to your career in the long term. In the alternative, making a good
impression by communicating properly with the right person could open doors for you
now and in the future. This is an essential component of making yourself valuable and
marketable for salary increases and promotions based on your performance and your
measurable growth contribution to the organization.
c) Employer's View: Are You An Asset or Liability? Try your best to understand the
employer's point of view versus your own. Engage in micro level vs. macro level
comparative analysis as best you can. This means you make a concerted effort to think
about what is important to your employers or clients and how you can be instrumental in
meeting their needs at the highest level of performance, then think of how you can benefit
based on your valuable contribution. Ask yourself each day whether you are an asset to
the company or liability?, and be truly honest with yourself. What unique value do you
bring to the team, such as advanced data analytics skills, advanced accounting skills,
advanced technological skills, etc. Is there anything that you are doing that detracts from
this value that can make this valuable asset that you bring non-useful or non-impactful?
This is an essential component of making yourself valuable and marketable for salary
increases and promotions based on your performance and your measurable growth
contribution to the organization.
d) Be Present Physically, Mentally and with Positive Energy: Please be sure that you are
showing up to work ahead of time or at least on time.
a. Physically Present: Many individuals lose job opportunities just based on their
inability to be present and accountable for work on time. High level employees
actually show up to work 30 minutes to an hour early on a consistent basis.
b. Mentally Present: While you are at work you need to be fully engaged in work
related activity. This means that you do not spend an inordinate amount of time on
your cellphone looking at non work related messages, such as social media and
non-work related text. This is not fair to the employer and you will not allow you
to maximize your contribution to the organization or put in the work necessary to
make yourself a valuable asset to the company. What you do with your time is
what you become.
c. Energy, Communication and Positive Presence: Be sure that your energy level
is monitored and you positive in your communications, since this ultimately
affects profits and losses if a customer does not return to do business with you or
an employer because of how they were treated. Your outlook and energy affect
your overall job performance, business and career growth and ultimately your
profits. All your roles within an organization require good communication and
customer service skills. Be sure that your energy level is uplifting, positive and
creates an atmosphere where customers and colleagues feel welcome to do
business with you. This is a "little" thing that can make a big difference.
e) E) Respectful: Ensure that you are respecting others in the same way and even more than
you want them to respect you. Give as much or more than you receive, and your career
will be even more fulfilling. Ultimately a person's attitude determines their altitude in
life.
These are essential components of making yourself valuable and marketable for salary
increases and promotions based on your performance and your measurable growth
contribution to the organization..
f) Documentation of Biography, Website, Linkedin Portfolio and GitHub: Please be
sure that your are consistently updating you BIO, resume, LinkedIn, website or any other
form of professional documentation that ensures your accomplishments, achievements
and status is current and up to date. As you engage in professional development trainings,
gain certifications or additional degrees, and add additional experiences be sure to update
your profile so that you are maximizing your value.
Implementing these best practices consistently will help position you for salary increases and
promotions based on your performance and measurable growth contribution to the organization.
What Technical Support Specialist skills would you recommend for someone trying to advance their career?
Dwight Elliot: Core Skills Areas: data security, networking, software development, cybersecurity, systems
engineering, AI, data analytics, financial and risk analysis, security intelligence, GDPR
Certifications (some important ones):
1) CompTIA A+, Network+, Security+
2) Microsoft Certified: Security, Compliance, and Identity Fundamentals
3) Certified Information Systems Security Professional (CISSP)
4) Certified Information Security Manager (CISM)
5) Certified Information Systems Auditor (CISA)
6) Cisco Certified Internetwork Expert (CCIE)
7) Cisco Certified Network Associate (CCNA)
Soft Skills: honesty, integrity and trust, compliance, communication (in-person and live) then
virtual, patience, accountability and dependability, transparency, trainable and coachable,
teamwork, discipline, commitment, dedication, humility, time management, project management
Adrian Rusu
Professor, Alice E. and Michael J. Fisher Teaching Chair in Computer ScienceUniversity of New Haven
Computer Science
What general advice would you give to a Technical Support Specialist?
Adrian Rusu: By getting involved in internships, co-ops, or other potential real-world experiences in their field of interest, so they can obtain real-world experience beyond classroom during their studies. Generally, employers value graduates who already have relevant real-world experience and who therefore can easier adapt to job requirements.
What Technical Support Specialist skills would you recommend for someone trying to advance their career?
Adrian Rusu: Soft skills will be important as graduates will have the opportunity to interact with a variety of professionals and customers. Relating to and understanding customers' point of view is critical to their ability to deliver technical solutions that meet customers' needs.
In addition to soft skills, technical skills in high demand and emerging areas of interest will be important. Whether graduates have interest in developing information technology infrastructure, providing information security services, or getting involved in business analysis, they would need to deepen their technical skills in those areas.
What will help Technical Support Specialists increase their earning potential?
Adrian Rusu: Since an Information Systems degree covers a variety of different types of jobs, a graduate beginning their career has a variety of opportunities. My advice is to follow their interests and pursue jobs in their area of interest.
Yenumula Reddy
IEEE Senior Member, ACM Senior Member, IARIA FellowGrambling State University
College of Arts and Sciences
What soft skills should all Technical Support Specialists possess?
Yenumula Reddy: Mini and large project implementation and work on group projects is very important. Presenting the results in the workshops, annual meetings will help to improve the students' confidence and meet other educators and share their experiences. Certification helps to get the good starting jobs.
Hoyet Hemphill Ph.D.
IDT Program Coordinator and Graduate Advisor, Instructional Design and TechnologyWestern Illinois University
School of Engineering and Technology
What skills stand out on Technical Support Specialist resumes?
Hoyet Hemphill Ph.D.: The next K12 job mostly advertised is Technology specialist, and the majority of the skills include knowledge of data visualization tools like google data studio, strong spreadsheet skills. (Google Sheets is preferred.), ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy, excellent communication and analytical skills, knowledge of data analytics, ability to troubleshoot data questions, excellent organizational skills including attention to detail and multi-tasking skills, excellent client-facing and internal communication skills. Duties most seen include interpreting, summarizing, and communicating data analyses to clients, ability to create forms and strategies to help schools efficiently and effectively collect data, download, review, and interpret school-related data from assessment providers, school spreadsheets, and other systems.
The skills required majorly for the curriculum designer position include understanding by design principles for curriculum design, excellent interpersonal and communication skills, excellent writing skills, ability to create effective and fair assessment methods. The duties include collaborating effectively and extensively with internal and external partners, including content and specialty teams to ensure the curriculum is developed in accordance with all articulated quality standards, overseeing the review/feedback process for all subject curriculum, including coordination of teacher review teams, consensus building, conflict resolution, planning, and decision-making, etc.
Guido Lang Ph.D.
Associate Professor of Computer Information SystemsQuinnipiac University
School of Business
What hard/technical skills are most important for Technical Support Specialists?
Guido Lang Ph.D.: - Python
- SQL
- Excel
Robert Vinaja Ph.D.
Assistant Professor of Computer Information SystemsTexas A&M University San Antonio
Computer Information Systems Department
What skills stand out on Technical Support Specialist resumes?
Robert Vinaja Ph.D.: The skills that stand out will depend on the job position you apply for. I do not think there is a set of universal skills that will stand out for any job. Instead, your resume skills must match the expected requirements for a specific job.
What soft skills should all Technical Support Specialists possess?
Robert Vinaja Ph.D.: -Ability to work as part of a team.
-Attention to detail.
-Problem-solving and analytical skills.
What hard/technical skills are most important for Technical Support Specialists?
Robert Vinaja Ph.D.: -Programming.
-Understand algorithms and data structures.
What skills will help Technical Support Specialists earn the most?
Robert Vinaja Ph.D.: My personal view is that instead of following the skills that command higher salaries, one should focus on a field that you like and feel at ease with. Instead of following the money, one should follow your heart, and money will eventually follow.
Dr. Thomas Gilbar Ph.D.
Chair and LecturerUniversity of West Florida
Electrical and Computer Engineering
What soft skills should all Technical Support Specialists possess?
Dr. Thomas Gilbar Ph.D.: Communication skills, as I mentioned before, are absolutely vital. Note this means not only written but also verbal skills. I have had some excellent students struggle to find a job because their interview and communication skills are lacking. If you are given an opportunity to do a mock interview with the career services department at your University, take it.
Besides that, the soft skills mentioned most often by employers are time and project management. Plan to enthusiastically discuss any projects you worked on from start to finish. If you have no experience, those capstone projects required in just about every engineering program become absolutely vital. Don't skimp just to get it done. Choose a project that you can be proud of and that showcases your abilities. Emphasize any leadership roles you have had and your experience with working on a team.
Don't forget to show that you are willing and able to learn. Computer Engineers work in a very large variety of companies. The chances of your BSCE program covering everything you need are slim to none. Be ready to discuss things that you picked up on your own and emphasize your openness and excitement to learn more.
What hard/technical skills are most important for Technical Support Specialists?
Dr. Thomas Gilbar Ph.D.: There are quite a few hard/technical skills that are important for Computer Engineers. We've found a lot of managers are looking for comfort in a variety of programming languages, including C++, C#, Java, Python, etc. Also, try to have a background in a variety of operating systems (certainly windows and mac, but also having experience on Apple iOS, Android, and even Linux will give you a leg up on the competition). Having at least some experience in data/cyber security is also important these days. On the hardware side, programming and applying microcontrollers and VHDL/Verilog programming are extremely important. VLSI design is also a nice addition to skill sets, though in most cases, not a deal-breaker. Circuit and electronic design are also very important skills to supplement your microcontroller skills.
Rania Hussein Ph.D.
Associate Teaching ProfessorUniversity of Washington
Department of Electrical and Computer Engineering
What soft skills should all Technical Support Specialists possess?
Rania Hussein Ph.D.: Being coachable, know how to learn and figure things out, effective communication skills, continuous self-development.
Robert Rucker
LecturerArizona State University
School of Computing, Informatics, and Decision Systems Engineering
What skills stand out on Technical Support Specialist resumes?
Robert Rucker: Being articulate/communicative is a real positive - being able to write up a coherent report is a big plus.
What soft skills should all Technical Support Specialists possess?
Robert Rucker: Being able to learn a new technology very quickly is critical since that is what my students encounter.
What hard/technical skills are most important for Technical Support Specialists?
Robert Rucker: From step 2, knowing a particular technology very well may not match the employer's needs, so there is a real need to articulate principles (the hard part of education). For example:
1. Need to know how to design and implement ( or contribute to) a 'principled' information base (this is a skill my students encounter routinely)
a. Designing an information system requires knowing multiple levels of analysis and synthesis
- I teach the undergrad and graduate levels of database
( I have been teaching' conceptual level modeling --- using Object role modeling ( this is a layer above ER and relational, and has been underappreciated IMO
b. relational level analysis using SQL
implementational level using T-SQL
c. NoSQL using Couchbase and SQL++ and hence the key-value mode of storage
implementation ( SQL + NoSQL seem essential in this world of federated databases !)
d. Of course, there is the underlying substrate of approaching an info task in the first place!
2. For what it's worth, I also teach big data. Again, finding (understanding) and exemplifying the principles underlying the algorithms and data development is crucial.
Anthony Baron
Teaching Assistant, Associate Software EngineerAmerican University
What skills stand out on Technical Support Specialist resumes?
Anthony Baron: For new graduates, the main skills that stand would definitely include which programming languages (Java, JavaScript, Python, etc.) have been used along with a depth of knowledge, which frameworks and libraries (React, Django, Flask, etc.) were used throughout projects and internships, and showing work experience. Most introductory and required courses will teach programming languages but do not always teach frameworks, which is why I would always recommend people to do personal projects and internships throughout college. Many positions at the entry-level are often very general. However, positions that are looking for specifics will look for certain skills and experience. For example, positions looking more towards web development would be more interested in whether a user used frameworks used to build websites. Showing leadership and trustworthiness is also a helpful skill to stand out via work experience and university clubs.
What soft skills should all Technical Support Specialists possess?
Anthony Baron: The main soft skills I would say are needed for Computer Science software engineering are patience, perseverance, creativity, respect, teamwork, and openness to learning and teaching. Programming involves a lot of trial and error, researching, and learning better techniques for solving a problem. Due to this, patience and perseverance to reach the final goal in mind are crucial. When it comes to the learning aspect, there are many languages, frameworks, and libraries, and working with them involves a steeper learning curve than others. On top of this, there are often more elegant ways to program a solution, and many new frameworks and libraries are released throughout the industry. This is where patience and perseverance is also a virtue. Lastly, programming and creating a product are often done in teams, where working together and learning from each other is important.
What hard/technical skills are most important for Technical Support Specialists?
Anthony Baron: The main technical/ hard skills, I would say, are mainly the same as in part 1. Another hard skill that will come through with experience in programming is learning how to Google, more specifically knowing exactly what to search to solve an issue in the code.
What skills will help Technical Support Specialists earn the most?
Anthony Baron: By earning, do you mean financially, career-wise, or most growth? Career-wise, it really depends on what the final goal is. For web developers, learning the programming languages and frameworks for web development would be the way to go. In general, any experience with programming and knowing a little about a lot will be helpful. Having top-level theory knowledge (some but not in-depth) is also very helpful. It will help you better understand what is happening under the hood and determine which methods are more efficient than others. Financially, it really depends on what skills are most in-demand today. Also, getting a Masters opens doors to more job opportunities, and in some companies, allows for a pay increase. However, this is not the case everywhere.
What type of skills will young Technical Support Specialists need?
Mario Bkassiny Ph.D.: In addition to their academic skills, young graduates should be able to effectively communicate across multiple platforms and be able to adapt to changing work environments. Given the various means of communications and collaborations that are available nowadays, young graduates should be able to clearly express their ideas either in a video conference or through the traditional email communications. Effective communication will be essential to succeed as a member of any engineering team.
How do you envision technology impacting Technical Support Specialists in the next 5 years?
Mario Bkassiny Ph.D.: There has been recently a great focus on certain engineering technologies that enable smart systems with fast communications abilities. This has led to a revolution in several technologies such as robotics, artificial intelligence, wireless communications and cloud computing. Innovation in these fields will be essential in the upcoming years in order to keep up with the social and economic needs of modern life. The benefits of these innovations will have a long-lasting effect on our society.
What general advice would you give to a Technical Support Specialist?
Mario Bkassiny Ph.D.: Young graduates should continuously seek every learning opportunity to enhance their professional skills. With the fast growth of engineering technology, it is important for engineers to remain up to date with the most recent innovations in their fields. The learning process does not stop at graduation, but instead, it extends beyond college to the workplace where engineers can gain expert knowledge in their fields.
Will there be an enduring impact of the coronavirus pandemic on Technical Support Specialists?
Derek Nazareth Ph.D.: The pandemic will have a lingering effect in several ways. The current holding pattern on hiring that characterizes many organizations will subside as organizations move towards normalcy. However, a number of practices that moved online will remain that way, due to convenience and cost, including recruitment and on-the-job training. Graduates will need to be more savvy in terms of working independently, as well as communicating and collaborating with others in remote fashion. Other practices that organizations were experimenting with pre-pandemic have become more prevalent in some cases. This includes reliance on consultants and external workers as embodied in the gig economy. That would mean more competition for graduates from outside the geographical area. On the flip side, it also offers graduates the opportunity to compete in remote markets.
What certifications/licenses/courses can have the biggest impact for Technical Support Specialists?
Derek Nazareth Ph.D.: General certifications are likely to be of little value in enhancing employability. Niche certifications, on the other hand, can be quite valuable, though they need to be well established and recognized. The TS-410 for example is will get you ahead if you are looking to work with SAP (a form of ERP software). There are a number of certifications popping up in the business analytics area, though none are well established, and it is unclear what impact they will have. One area that will experience sustained demand which has recognized certifications is information security. The (ISC)2 certifications are likely more valuable than others, but they are more advanced. CompTIA Security+ would represent an entry-level certification. In terms of coursework, business analytics is very much in demand, and provides the opportunity to work in a variety of industries.
What will help Technical Support Specialists increase their earning potential?
Derek Nazareth Ph.D.: Adaptability. We live in a world with constantly changing technology and evolving business practices. The traditional jobs of yore are no more. Being able to quickly acquire new skills, learn new technologies, and apply them to different contexts, will ensure sustained employability and the ability to move ahead.
Will there be an enduring impact of the coronavirus pandemic on Technical Support Specialists?
Dr. Stephen Frezza Ph.D.: YES. You will see more remote work for computing graduates. Consequently, the need for more remote teamwork experience with tools and projects will become more desirable.
What's a day at work look like for a Technical Support Specialist?
Dr. Stephen Frezza Ph.D.: This will be largely dependent on the company and industry. Many computing divisions are going to be slow to pulling people back to the office, but the balance of costs and benefits will get looked at more closely. Will the fully remote new employee model stick? I might be on the hopeful side here, but I hope not. The struggle being a new employee is that you need to absorb the culture of the new company; corporate and team culture matters, and is much harder to develop remotely.
What will help Technical Support Specialists increase their earning potential?
Dr. Stephen Frezza Ph.D.: In computing, this will still remain similar to what it has been: Competency development, e.g., both 'soft skills' of working well to make technology work well, and the 'hard skills' related to specific technology needs. The latter are always changing.
Hayden Harker
Senior Instructor, Head Undergraduate AdvisorUniversity of Oregon
Department of Mathematics
What soft skills should all Technical Support Specialists possess?
Hayden Harker: For math majors, there are many jobs that specifically use mathematical techniques learned in a specific course and you don't prove theorems in jobs. However, these students need to be flexible and willing to solve many different problems even if they don't necessarily feel like a math calculation. Solid problem solving skills and logical thought process are some of the greatest assets for math majors.
What are the biggest trends we'll see in the Technical Support Specialist job market given the pandemic?
Robin Rosenberg: Biggest Trends: Tele-health is here to stay. More mental health services have been provided electronically than ever before and that trend is likely to continue even after the return of in-person counseling. Many clients may find it far more convenient to obtain counseling from the comfort of their own home, or to eliminate the travel time. More providers are now comfortable with the technology. While tele-health is not likely to completely replace in person counseling sessions, just as in medical treatment it will create another option.
Sathish Kumar Ph.D.
Associate Professor of Computer ScienceCleveland State University
Department of Electrical Engineering and Computer Science
What will help Technical Support Specialists increase their earning potential?
Sathish Kumar Ph.D.: While hard technical skills are needed to carry out basic job functions, soft skills such as verbal and written communication, critical thinking, and openness to other culture) are important to increase the professional's earning potential. Also, the professional should think how their work contributes to the bottom line of the organization and be able to communicate that value of their work to their employer.
Will there be an enduring impact of the coronavirus pandemic on Technical Support Specialists?
Sathish Kumar Ph.D.: I think the coronavirus pandemic has only accelerated the technology trends such as digital payment, tele health, ecommerce, telework, elearning, AI/Robotics etc., All these accelerations of the technology trends only increase the demand for the graduates especially for the graduates majoring in computer science, and information systems/technology.
I believe the concept of remote work and remote meetings is going to stay and has changed how one would be working and the new graduated or the junior professional should try to adapt or build the skills to be successful in the new work environment.
Dr. Patrick Madsen
Executive DirectorUniversity of North Carolina at Charlotte
University Career Center
What's a good job out of college for Technical Support Specialists?
Dr. Patrick Madsen: A "good job" is defined in many different ways and is somewhat subjective. Most people begin that conversation with "does it pay enough", but we have really seen students start to drift from salary being at the top of their list to more things like: does it connect to my strengths, does the company value what I value, do I see a "future" with the company or opportunity for growth, and the importance of work/life balance. In our line of work, we call this "Purposeful Work".