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Computer User Support Specialists

Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.   (O'Net 15-1151.00)

 
Reported job titles:   Applications Analyst, Automatic Data Processing Customer Liaison (ADP Customer Liaison), Call Center Manager, Call Center Supervisor, Call Center Support Representative, Computer Customer Support Specialist   (view all job titles)
 
  • Career Video
  • Wages
  • Employment Trends
  • Industries of Employment
  • Tasks
  • Knowledge
  • Skills
  • Abilities
  • Work Activities
  • Interests
  • Work Styles
  • License Information
  • Education & Training Requirements
  • Schools
  • Other Resources
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    Wages
    for Computer User Support Specialists
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     Location Pay
    Period
    2016
    Percentile Wages Average
    Wage
    10% 25% 50%
    Median
    75% 90%
     Vermont Hourly $ 16.09   $ 19.52   $ 23.85   $ 30.15   $ 39.38   $ 26.00  
    Yearly $33,480   $40,590   $49,610   $62,720   $81,920   $54,070  
     
     Burlington-South Burlington, VT Metropolitan NECTA Hourly $ 16.82   $ 20.27   $ 24.36   $ 31.46   $ 43.53   $ 27.21  
    Yearly $34,980   $42,150   $50,670   $65,430   $90,550   $56,590  
     
     Southern Vermont Balance of State Hourly $ 14.95   $ 17.52   $ 22.06   $ 27.90   $ 34.57   $ 23.25  
    Yearly $31,090   $36,450   $45,880   $58,040   $71,910   $48,360  
     
     Northern Vermont Balance of State Hourly $ 14.30   $ 17.74   $ 22.73   $ 27.98   $ 32.39   $ 22.89  
    Yearly $29,750   $36,890   $47,280   $58,190   $67,380   $47,600  
     
    What are Percentile Wages?
    source: Occupational Employment Statistics, Vermont Labor Market Information, U.S. Bureau of Labor Statistics, released April 2017.
     


    Employment Trends
    for Computer User Support Specialists
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    Location Employment Annual % change
    (compounded)
    Annual job openings
    (due to growth and
    net replacements)
    2014 2024
    Vermont 1,287 1,446 1.2% 33
    source: Employment Projections, Vermont Economic & Labor Market Information, in cooperation with U.S. Bureau of Labor Statistics, statewide estimates released July 2016.
     


    Industries of Employment
    for Computer User Support Specialists
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    Industry Percent of Total
    2014
    Computer systems design and related services 20.3%
    Educational services; state, local, and private 13.4%
    Administrative and support services 8.8%
    Management of companies and enterprises 5.2%
    Merchant wholesalers, durable goods 4.8%
    source: Employment Projections, U.S. Bureau of Labor Statistics, National Employment Matrix, released July 2016.
     


    Tasks
    for Computer User Support Specialists
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  • Oversee the daily performance of computer systems.
     
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
     
  • Enter commands and observe system functioning to verify correct operations and detect errors.
     
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
     
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
     
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
     
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
     
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
     
  • Develop training materials and procedures, or train users in the proper use of hardware or software.
     
  • Confer with staff, users, and management to establish requirements for new systems or modifications.
     
    source: Occupational Information Network: Computer User Support Specialists  updated June 2008
     


    Knowledge
    for Computer User Support Specialists
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  • Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
     
  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
     
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
     
  • Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
     
  • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
     
  • Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
     
  • Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
     
  • Engineering and Technology - Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
     
  • Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
     
  • Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
     
    source: Occupational Information Network: Computer User Support Specialists  updated June 2008
     


    Skills
    for Computer User Support Specialists
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  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
     
  • Speaking - Talking to others to convey information effectively.
     
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
     
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
     
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
     
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
     
  • Time Management - Managing one's own time and the time of others.
     
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
     
  • Instructing - Teaching others how to do something.
     
  • Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
     
    source: Occupational Information Network: Computer User Support Specialists  updated June 2010
     


    Abilities
    for Computer User Support Specialists
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  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
     
  • Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
     
  • Written Comprehension - The ability to read and understand information and ideas presented in writing.
     
  • Written Expression - The ability to communicate information and ideas in writing so others will understand.
     
  • Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
     
  • Near Vision - The ability to see details at close range (within a few feet of the observer).
     
  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
     
  • Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
     
  • Speech Clarity - The ability to speak clearly so others can understand you.
     
  • Speech Recognition - The ability to identify and understand the speech of another person.
     
    source: Occupational Information Network: Computer User Support Specialists  updated June 2008
     


    Work Activities
    for Computer User Support Specialists
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  • Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
     
  • Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
     
  • Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
     
  • Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
     
  • Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
     
  • Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
     
  • Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
     
  • Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
     
  • Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
     
  • Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
     
    source: Occupational Information Network: Computer User Support Specialists  updated June 2008
     


    Interests
    for Computer User Support Specialists
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  • Realistic - Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
     
  • Conventional - Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
     
  • Investigative - Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.
     
    source: Occupational Information Network: Computer User Support Specialists  updated June 2008
     


    Work Styles
    for Computer User Support Specialists
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  • Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
     
  • Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
     
  • Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
     
  • Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
     
  • Integrity - Job requires being honest and ethical.
     
  • Initiative - Job requires a willingness to take on responsibilities and challenges.
     
  • Persistence - Job requires persistence in the face of obstacles.
     
  • Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
     
  • Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
     
  • Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
     
    source: Occupational Information Network: Computer User Support Specialists  updated June 2008
     


    State of Vermont License Information
    that may be required for Computer User Support Specialists
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    No state licenses listed for this occupation.
     


    Education and Training Requirements
    for Computer User Support Specialists
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  • Job Zone Three: Medium Preparation Needed
  •  
  • Education: Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
  •  
  • Training: Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
  •  
  • Experience: Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.
  •  
    source: Occupational Information Network: Computer User Support Specialists  updated June 2008
     


    Schools
    offering instructional programs related to Computer User Support Specialists
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      Related Instructional Programs
     
    • Agricultural Business Technology.
     
    • Computer Support Specialist. (NEW)
     
    • Medical Office Computer Specialist/Assistant.
     
     Search for schools offering these programs at
     
     
     
    source: National Center for Education Statistics 2000 Classification of Instructional Programs .
     


    Other Resources
    for Computer User Support Specialists
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  • Labor Exchange Information
  • A source for occupational characteristics, such as age, gender, race, and years of education and an alternative source for occupational wage rates. Limited to people looking for jobs and the jobs advertised through VDOL Vermont Job Link.
  • Look for statewide information over the latest 12 months for Computer User Support Specialists.
  •  
  • Occupational Outlook Handbook
  • The Occupational Outlook Handbook is a nationally recognized source of career information, designed to provide valuable assistance to individuals making decisions about their future work lives. Revised every two years, the Handbook describes what workers do on the job, working conditions, the training and education needed, earnings, and expected job prospects in a wide range of occupations.
    Go to Occupational Outlook Handbook
    Handbook occupations related to Computer User Support Specialists :
  • Computer Support Specialists
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    source: Occupational Information Network: Computer User Support Specialists 
     

     
     
     
    Vermont.gov State of Vermont Department of Labor