Computer User Support Specialist Career Assessment
Help desk and IT support
Welcome
Computer user support specialists are the people you call when your computer, printer, or password stops working. They are often called "help desk" or "IT support" workers.
This is one of the most common first jobs in IT. You will explore what the work is really like and whether it fits you.
This takes about 15 minutes.
What is a Computer User Support Specialist?
A computer user support specialist helps people fix problems with computers, software, phones, and printers. They answer calls, chats, and emails, then walk people through a fix, or fix it themselves.
The Reality: Most people only call you when something is broken and they are stressed. Your job is to stay calm, be patient, and fix the problem, even when the person is frustrated with you.
Your Responsibilities:
- Answer help desk calls, emails, and chat messages
- Reset passwords and unlock accounts
- Set up new computers, phones, and printers
- Install and update software
- Walk people through fixes, step by step, in plain words
- Write down every problem and fix in a "ticket" system
- Pass hard problems to a higher-level tech
- Teach people how to use new programs
You are part problem-solver, part teacher, and part customer service.
A Day in the Life
8:00 AM — Log in. Check the ticket queue. Twelve new tickets came in overnight.
8:15 AM — Three password resets in a row. Everyone forgot their password after the weekend.
9:00 AM — A manager's laptop will not connect to Wi-Fi. You walk her through it on the phone. Fixed in 10 minutes.
10:00 AM — Set up a laptop for a new employee. Install programs. Test email. Label and deliver it.
11:30 AM — The printer on the 2nd floor jams again. You clear it and order a new part.
12:00 PM — Lunch.
1:00 PM — A frustrated caller has lost a file. You stay calm, find the backup, and restore it.
2:30 PM — A problem you cannot fix. You write clear notes and pass it to the network team.
3:30 PM — Update your tickets. Study for your next certification during a quiet moment.
4:30 PM — End of shift. Hand off open tickets to the next person.
Busy, people-heavy, and never quite the same two days in a row.
Training in North Dakota
No state license is needed. Many people get hired with a short certificate or a certification like CompTIA A+. A 1–2 year college program helps you move up faster.
Training Pathways:
- Certification only (2–6 months): Study for CompTIA A+ or the Google IT Support Certificate online. Low cost. Good for people who learn well on their own.
- College certificate (about 1 year): Hands-on labs with real equipment. Often includes help finding a job.
- Associate degree (2 years): Deeper training in networks, security, and servers. Opens the door to higher-paying IT jobs later.
Where to Train in North Dakota:
- Bismarck State College (Bismarck) — Cybersecurity and Computer Networks AAS; Computer Networking certificate
- Dakota College at Bottineau (Bottineau and Minot) — Information Technology AAS; classes in person or on Microsoft Teams
- Lake Region State College (Devils Lake) — Information Technology certificate (30 credits) or AAS (60 credits)
- Williston State College (Williston) — Information Technology AAS
- ND State College of Science (Wahpeton and Fargo) — Information Systems Administrator AAS
Before You Start: High school diploma or GED is usually expected. Basic typing and comfort using a computer. A clean background check is required by many employers (banks, hospitals, schools, state jobs).
Tip: Start with financial aid, scholarships, and any help an employer offers — that is where the money starts. After that, ask a career counselor or Job Service North Dakota whether WIOA or other programs can help with what is left over, like training, exam fees, or a laptop. What can be paid for depends on the program and on your own situation, so ask before you sign up rather than after. Many IT certifications are also sold as low-cost online courses you can do at home.
Certification & Licensing
No license. Certifications help a lot. Employers use certifications to see that you know the basics. For help desk jobs, CompTIA A+ is the one most job ads ask for.
Certifications Employers Look For:
- CompTIA A+ — the most common entry-level IT certification (hardware, software, troubleshooting)
- Google IT Support Professional Certificate — online course, beginner friendly
- Microsoft 365 Fundamentals — shows you know Office, Teams, and email systems
- ITIL 4 Foundation — later on; covers how IT help desks are run
The Exams: CompTIA A+ is two exams (Core 1 and Core 2). Each has up to 90 questions and takes 90 minutes. Some questions ask you to do a task, not just pick an answer.
Cost: About $250–$270 per A+ exam (two exams). The Google certificate is a monthly online fee (often about $49 a month). Prices change, so check before you buy.
Keeping It Current: CompTIA certifications last 3 years. You renew by taking classes or earning a higher certification.
Salary & Job Outlook
North Dakota Computer User Support Specialist Pay (May 2025):
- Starting out (bottom 10–25%): $21.79–$23.93/hour ($45,310–$49,780/year)
- Middle (median — half earn more, half earn less): $29.48/hour ($61,310/year)
- Experienced (top 25–10%): $37.20–$44.44/hour ($77,380–$92,430/year)
What that means: Pay in ND is close to the national average for this job. It is a solid starting wage for a job that does not require a 4-year degree.
Jobs in North Dakota: About 1,320 people do this work in ND today. By 2034, that should be about 1,340 (about 1% growth). Expect about 80 job openings every year in ND from growth and people retiring or changing jobs. Across the U.S., the change is about 4% fewer jobs.
Outlook: Steady in ND, but not growing fast. Across the U.S., some help desk work is being replaced by self-service tools and AI chatbots. People who keep learning (networking, security, cloud) have the best chances.
Who Hires in ND: State and local government, school districts, hospitals and clinics, banks and credit unions, energy and utility companies, manufacturers, and IT service companies that support many small businesses. Some remote jobs are open to ND residents.
Work Setting: Offices, schools, and hospitals. Some jobs are remote. Most are daytime hours, but some help desks cover nights, weekends, or holidays.
Physical Demands: Light. Mostly sitting at a computer and talking on the phone. Some lifting of computers and monitors (up to about 50 lbs). Some walking between offices or buildings.
Sources: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics, North Dakota, May 2025 (SOC 15-1232); North Dakota and U.S. long-term employment projections 2024–2034, via O*NET OnLine. Numbers are rounded.
Where This Leads
Path 1: Network Support Specialist — Learn how networks work (Network+) and move into keeping the whole network running.
Path 2: Systems Administrator — Manage servers, user accounts, and company-wide systems.
Path 3: Cybersecurity — Many security analysts started at the help desk. Security+ is the next step.
Path 4: Help Desk Lead or IT Manager — Lead a team and plan IT for a whole office.
Path 5: Cloud Support — Support Microsoft 365, Azure, or AWS systems. Growing field.
Path 6: Trainer — Teach staff how to use new software. Great fit if you enjoy explaining things.
The Real Talk
What's Great:
- Fast way into IT without a 4-year degree
- You get to help people every day
- Lots of employers in every ND town
- You learn something new every week
- Clear ladder to higher-paying IT jobs
- Some remote work options
What's Hard:
- People call you when they are upset
- The same questions over and over (password resets!)
- You are measured by how many tickets you close
- Lots of screen time and sitting
- You must keep learning on your own time
- Some jobs have night, weekend, or on-call shifts
- Entry-level pay is modest until you move up
- AI tools are taking over some simple tasks
Be Honest: Can you stay patient with frustrated people? Do you like figuring out why something broke? Will you keep studying after you get hired? Can you explain tech in plain words?