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Working As a Tier

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $31,000

    Average Salary

What Does A Tier 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 Tier

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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Tier Career Paths

Tier
Technical Support Technician Technical Support Specialist Systems Administrator
Information Technology Manager
7 Yearsyrs
Technical Support Technician Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Technical Support Technician Network Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Technical Support Specialist Consultant Account Manager
Sales Account Manager
6 Yearsyrs
Technical Support Specialist Systems Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Help Desk Analyst Systems Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Help Desk Analyst Systems Analyst Lead Technician
Technical Manager
7 Yearsyrs
Help Desk Analyst Team Leader Vice President
Vice President Of Information Technology
12 Yearsyrs
Technician Support Tier Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technician Support Tier Team Leader Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Technician Support Tier Network Engineer Systems Engineer
Systems Manager
6 Yearsyrs
Information Systems Technician Desktop Support Technician
Senior Desktop Support Technician
6 Yearsyrs
Information Systems Technician Network Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Information Systems Technician Network Technician Field Service Technician
Technical Services Manager
7 Yearsyrs
Network Technician Network Administrator
Information Technology Systems Manager
8 Yearsyrs
Technician Consultant Senior Business Analyst
Implementation Manager
8 Yearsyrs
Technician Desktop Support Technician Service Desk Analyst
Service Desk Manager
7 Yearsyrs
Technician Systems Engineer Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Help Desk Specialist Desktop Support Specialist Level Senior Technician
Senior Technical Support Specialist
5 Yearsyrs
Help Desk Specialist Service Desk Analyst
Incident Manager
9 Yearsyrs
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Average Length of Employment
Tier 2.0 years
Help Desk Engineer 1.9 years
Junior Technician 1.7 years
Top Careers Before Tier
Cashier 10.4%
Manager 3.6%
Internship 3.2%
Server 2.9%
Technician 2.7%
Agent 2.5%
Top Careers After Tier
Cashier 6.6%
Specialist 3.1%
Server 3.1%
Analyst 3.1%

Do you work as a Tier?

Top Skills for A Tier

  1. Phone Calls
  2. Customer Service
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Answer incoming phone calls and resolve them in a timely manner.
  • Maintain high customer satisfaction through first-rate customer service skills and troubleshooting techniques.
  • Provided administrative support for technical support department.
  • Activated and maintained new circuits as well as ISP services including VOIP, Email, DNS, and Web Hosting.
  • Coordinate with colleagues to design trouble shooting steps/dialogue to streamline and increase first call resolution volume.

Tier Demographics

Gender

Male

55.8%

Female

33.2%

Unknown

11.0%
Ethnicity

White

57.8%

Hispanic or Latino

17.7%

Black or African American

12.1%

Asian

8.7%

Unknown

3.7%
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Foreign Languages Spoken

Spanish

61.1%

Portuguese

11.1%

Swedish

5.6%

Japanese

5.6%

Carrier

5.6%

Hindi

5.6%

Urdu

5.6%
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Tier Education

Schools

University of Phoenix

21.7%

University of Maryland - University College

6.0%

Strayer University

6.0%

Hillsborough Community College

6.0%

Remington College

4.8%

Georgia State University

4.8%

Ohio State University

4.8%

Ashford University

4.8%

San Antonio College

3.6%

Texas State University

3.6%

A-Technical College

3.6%

Everest Institute

3.6%

Austin Community College

3.6%

ITT Technical Institute-Albuquerque

3.6%

Henry Ford College

3.6%

Valencia College

3.6%

George Mason University

3.6%

The Academy

3.6%

Eastern Michigan University

2.4%

University of Northern Colorado

2.4%
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Majors

Computer Science

15.6%

Business

13.6%

Information Technology

10.5%

Computer Information Systems

7.5%

Criminal Justice

7.1%

Computer Networking

4.8%

Electrical Engineering

4.1%

General Studies

3.7%

Nursing

3.7%

Communication

3.7%

Education

3.4%

Finance

3.1%

Health Care Administration

3.1%

Medical Assisting Services

2.7%

Information Systems

2.7%

Accounting

2.7%

Liberal Arts

2.4%

Psychology

2.0%

Fine Arts

1.7%

Social Work

1.7%
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Degrees

Other

33.8%

Bachelors

32.9%

Associate

21.5%

Masters

5.5%

Certificate

3.7%

Diploma

2.4%

License

0.2%
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