Help-desk Technicians
Description OES Code: 25104h
Help-desk technicians troubleshooters interpret problems and provide technical support for hardware, software, and systems. They answer phone calls, analyze problems using automated diagnostic programs, and resolve recurrent difficulties.

Wages, California
Entry-Level Hourly Wage $14.23
25th Percentile $16.27
50th Percentile $21.02
75th Percentile $27.12

Wages, San Joaquin County
Entry-Level Hourly Wage $11.82
25th Percentile $13.73
50th Percentile $16.17
75th Percentile $18.64

Wages by California County
• OES Survey
• CCOIS Survey

Hours & Benefits
Help-desk technicians usually work about 40 hours a week, but that may include evening or weekend work if the employer requires computer support over extended hours. Overtime may be necessary when unexpected technical problems arise.

Employment Trends, California
Employment 1998 57,600
Projected Employment 2008 109,400
Percent Change 1998-2008 89.9%
Separations 1998-2008 5,200

Employment Trends, San Joaquin County
Employment 1999 230
Projected Employment 2006 330
Percent Change 1999-2006 43.5%
Separations 1999-2006 10

Employment Trends by California County

Working Conditions
Computer support specialists and systems administrators normally work in well lit, comfortable offices or computer laboratories. Like other workers who type on a keyboard for long periods, computer support specialists and systems administrators are susceptible to eyestrain, back discomfort, and hand and wrist problems such as carpal tunnel syndrome.

Advancement
Beginning computer support specialist start out at an organization dealing directly with customers or in-house users. Then, they may advance into more responsible positions in which they use what they learn from customers to improve the design and efficiency of future products. Job promotions usually depend more on performance than on formal education. Eventually, some computer support specialists become applications developers, designing products rather than assisting users. Computer support specialists at hardware and software companies often enjoy great upward mobility; advancement sometimes comes within months of initial employment.

For a list of current job listing, browse CalJOBS or America's Job Bank.

Education and Training
Due to the wide range of skills required, there are a multitude of ways workers can become a computer support specialist. While there is no universally accepted way to prepare for a job as a computer support specialist, many employers prefer to hire persons with some formal college education. A bachelor's degree in computer science or information systems is a prerequisite for some jobs; however, other jobs may require only a computer-related associate degree.

Many companies are becoming more flexible about requiring a college degree for support positions because of the explosive demand for specialists. However, certification and practical experience demonstrating these skills will be essential for applicants without a degree. Completion of a certification training program, offered by a variety of vendors and product makers, may help some people to qualify for entry-level positions. Relevant computer experience may substitute for formal education.

As technology continues to improve, computer support specialists and systems administrators must keep their skills current and acquire new ones. Many continuing education programs are offered by employers, hardware and software vendors, colleges and universities, and private training institutions. Professional development seminars offered by computing services firms also can enhance one's skills.

Skills & Other Requirements
Persons interested in becoming a computer support specialist or systems administrator must have strong problem-solving, analytical, and communication skills because troubleshooting and helping others are a vital part of the job. The constant interaction with other computer personnel, customers, and employees require computer support specialists and systems administrators to communicate effectively on paper, via e-mail, or in person. Strong writing skills are useful when preparing manuals for employees and customers.

References
US Bureau of Labor Statistics Occupational Outlook Handbook

Related Occupations: Computer Programmers, Computer Software Engineers

Training: California Training and Education Providers (CTEP)