Role profile
IT support specialist
Also called: Help desk technician · Desktop support technician · Service desk analyst · Network support specialist · Technical support engineer (overlaps)
IT support specialists help people with their computers, accounts, software and networks, either inside an organization or for a company's customers. They work in IT departments of every kind, at schools and hospitals, at managed service providers and at software and telecom companies.
- Median pay, 2025
- $61,860
- $40,980 to $100,540 (10th to 90th percentile)
- US jobs, 2025
- 750,600
- Computer user support specialists
- Outlook, 2025-35
- -3%
- Decline
- Typical entry
- Varies
- No prior experience required
What the work looks like
- Work a ticket queue: password resets, locked accounts, printer problems, VPN issues and software installs.
- Set up laptops and phones for new hires and collect and wipe devices when people leave.
- Troubleshoot by phone, chat or remote session with users who are frustrated and short on time.
- Escalate problems you cannot fix with clear notes so the next person does not start from zero.
- Write and update knowledge base articles for common issues.
- Help with network basics: switches, Wi-Fi access points, cabling and VPN clients.
- Script small fixes in PowerShell or Bash, which is also the fastest way to get noticed for promotion.
How people get in
This is one of the most accessible ways into tech. The BLS notes that user support jobs need some computer knowledge but not necessarily a degree, network support roles typically want an associate's degree, and candidates for either can qualify with a high school diploma plus relevant IT certifications. Moderate-term on-the-job training is typical.
CompTIA A+ is the standard first certification for help desk work, and many employers list it in postings. Network+ or a CCNA helps if you want the network support side.
Treat this job as a starting point and plan your next move early. Pick a direction (systems administration, networking, security or cloud), learn its basics on the side and volunteer for related tickets at work.
Skills employers ask for
- Windows and macOS troubleshooting
- Active Directory or Entra ID user management
- Microsoft 365 or Google Workspace administration
- Networking basics (DNS, DHCP, Wi-Fi)
- Ticketing systems (ServiceNow, Jira Service Management, Zendesk)
- Remote support tools
- PowerShell basics
- Device management (Intune, Jamf)
- Clear written and verbal communication
- Hardware setup and repair
Outlook to 2035
The BLS projects a 3% decline for computer support specialists from 2025 to 2035, with user support specialists down 3% and network support specialists up 1%. It is still a large occupation with about 48,700 openings a year from turnover alone. Self-service portals, cloud apps and automation are shrinking the simple ticket volume, so the long-term value of this job is as a stepping stone.
The BLS reports this role as computer user support specialists. It sits in a wider group, computer support specialists (903,100 jobs, $62,890 median), which also includes computer network support specialists ($76,220 median, projected +1%).
How the pay compares
IT support specialist highlighted against the other 13 roles we track.
Source: U.S. Bureau of Labor Statistics, Occupational Outlook Handbook, Computer user support specialists. Pay is 2025 median annual wage; outlook is projected employment change 2025-35.