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Technical Support Specialists

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This is a Demand OccupationA Demand Occupation is defined as follows.

The hierarchy for qualification is the Regional Demand
(the occupation had a entry wage equal to or greater
than 90% of the Economic Development Region (EDR) negotiated
wage as an average of all LWIA’s in the EDR AND at
least 25 annual average job openings in the EDR);
State Wide (the occupation qualified for at least
5 of the Regional Demands and thus was added to all
ten EDR lists); Career Cluster (the occupation is
listed on at least one of the six career clusters
Illinois has identified as priority [data is available
under the career clusters on the The National
Association of State Directors of Career Technical
Education Consortium website at ]), and Regional
Request (an LWIA received approval of a request to
add an occupation code to its EDR list based on substantiative
data and information supporting a need in the region).
NOTE: Only those occupations with a Source of Regional
Demand or State Wide will be eligible for incentive
bonus award under the Minimum Training Expenditure
policy requirements.

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Technical Support Specialists - Occupation Overview

  • Usually help either coworkers or general customers
  • Often solve problems over the phone and e-mail
  • May work evenings and weekends
  • Usually train through vocational and two-year schools
  • Update skills by attending training sessions
  • Earn $47,114 per year (Illinois median)
  • Earn $46,420 per year (national median)

Computer support specialists help people solve problems with their computer hardware and software.

Computer support specialists help coworkers or people who bought their companies' products. They start by talking to customers about problems they may be having. They either make the repairs themselves or tell customers what to change.

Computer support specialists may have different tasks depending on if they are providing support to customers or coworkers.

Coworker support
Computer support specialists who help coworkers test or monitor systems to locate the problem. They can make repairs and test to make sure the problems are fixed.
They may continue to monitor computers to see if more work needs to be done. Specialists document what repairs they made and what hardware or software they installed.

Computer support specialists talk with managers and staff about the company's computer needs. They may help to locate computers or software that meet the company's needs. They install software following manufacturers' guidelines.

Specialists in large companies may develop training materials and teach staff how to use new software. They may also supervise other computer support staff.

Customer support
Some computer support specialists help customers who bought products from computer hardware and software vendors. They communicate with customers by telephone or e-mail. They usually do not have access to the computer.

Computer support specialists talk customers through how to install software or replace hardware. They send out new parts if the hardware is not working. Specialists document the type of questions they answer each day.

Because computer hardware and software are constantly changing, support specialists must be aware of developments in the field. They may attend conferences and trainings or read magazines to learn about changes.


Company Profiles


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