In 2016, the New York City Labor Market Information Service, Center for Urban Research (CUNY) released Career Map: Tech Support and Beyond,  with support from Kingsborough  Community College.

Technology is everywhere and so are tech jobs.  With virtually everyone using computers, smartphones, tablets and other devices, demand continues to rise for people who  can answer user questions and make sure that everything is operating smoothly.  Career Map: Tech Support  and Beyond explores actual  career progressions of people 5 to 10 years and 10 to 15 years after starting out as an IT Support Specialist/ Technician, Desktop Support Technician, Help Desk Analyst, or in any other general entry level tech support position.

Jobs in tech support  vary by the type of job and from employer to employer.  Usually , the Help Desk  function is tiered, with people at higher tiers handling more complicated problems.  With more experience, education, and certifications, tech support professionals can move from entry-level jobs such as HELP DESK TIER, DESKTOP SUPPORT or IT SPECIALIST to other jobs on this career map.

This career map is based on the real experience of actual people.  The information comes from real online work histories of people who have worked in tech support in the New York City Metroplolitan Area.  Payscale, Inc. and Monster Government Solutions supplied this data.

NETWORK AND COMPUTER SYSTEMS ADMINISTRATOR

Computer networks connect devices such as computers, smartphones, and printers. Network administrators manage the day-to-day operation of these networks. They make sure that email and data storage networks work properly. They help make decisions about buying new hardware and software for their organization’s network. People who work in these jobs are a critical part of almost every organization. Popular certifications include: Network+, CCNA, and MCSE. 

PROJECT MANAGER

There are many types of project managers. Some plan and manage IT projects like network design, while others may oversee software projects. They serve as a liaison between business and technical aspects of projects. They make sure that deadlines, standards, and cost targets are met. The most popular certification for this job is Project Management Professional (PMP).

COMPUTER AND INFORMATION  SYSTEM MANAGER 

People in these jobs plan, direct or coordinate activities in technology fields. They help determine the IT goals of an organization and are responsible for implementing computer systems to meet these goals. People in these jobs often work more than 40 hours per week and are “on call” in case of IT emergencies. 

COMPUTER  SYSTEM ANALYST   

People in this role bring business and technology together. They understand the needs of users and potential problems. They may adapt computer systems to serve new purposes or improve work flow. People in these jobs may have backgrounds in technology and business administration. Many people have experience working in a specific industry like advertising, health care, or finance. 

GENERAL AND OPERATIONS MANAGER

Some people move out of specializing only in IT. They oversee larger parts of an organization. People in these jobs plan, direct, or coordinate the operations of public or private sector organizations. They may be responsible for technology as well as other functions.

In addition to jobs in tech support, there are many other types of tech jobs.  Most of these jobs have to do with creating and managing software, which may also be known as computer programming.  Learn about major types of software jobs.