Computer support specialists help with log-in difficulties, operating system and software malfunctions and some even need to pull out a screwdriver to open up a laptop or PC. Considering the number of phone calls, face-to-face meetings, emails and, in some cases, chats they engage in on a daily basis, people in this line of work must exhibit excellent communication skills. They need to ask users the right questions to pinpoint the issue, find a solution and then guide them step-by-step through the fix.

Almost everyone has thrown up their hands in frustration after what feels like a million failed attempts to log onto their computer or more than an hour wrestling with a router to set up a home network. When you reach for the phone or keyboard to seek assistance and a little peace of mind, the person who answers on the other end is typically a computer support specialist.

These tech savants work in a variety of settings – from traditional offices to universities to call centers – but the primary goal of the men and women who field often frantic pleas for help from users with computer issues is always the same: to provide the assistance they need in a friendly and effective manner. "We need to make sure we know how to diagnose their issues and do it quickly," says Guido Diaz, a distributed computer systems analyst at the Florida Department of Education. "Customer relations and troubleshooting are very important."

Instead of responding to general requests for assistance, another segment of computer support specialists hone in on network matters. Referred to as computer network support specialists, these professionals receive their fair share of distressed phone calls and emails, but they often revolve around network problems and come from employees within their workplace rather than customers or the public. Aside from responding to and solving issues in a timely manner, network support specialists troubleshoot an organization’s network computer system to ferret out potential problems and provide regular maintenance to ensure all its components function properly.

As organizations upgrade outdated hardware, software and network equipment and require more experienced, knowledgeable professionals to respond to questions from users, computer support specialists will remain an in-demand job. The one blemish on this industry’s job outlook: The recent rise in cloud computing could increase computer support specialists’ productivity, therefore reducing the number of employees that organizations need to employ. The Bureau of Labor Statistics projects 5.0% employment growth for computer support specialists between 2022 and 2032. In that period, an estimated 36,800 jobs should open up.

While some employers may require a postsecondary degree or certification, Diaz says computer support specialists are typically assessed on their overall level of competency, technical acumen and customer service skills.

"Proving that you can do the job" is most important, says Diaz, who has a degree in network engineering but considers himself self-taught in the nuances of his current job. He recommends being well-versed in operating systems and hardware components, having Microsoft Office training and pursuing a CompTIA A+ certification, which is earned by taking two exams that determine your general competency as a computer technician. For computer network support specialists, the requirements may be more stringent, and employers are likely to hire only applicants who possess at least an associate degree.