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Computer User Support Specialists

SOC 15-1232.00Job Zone 3 · Medium Preparationv.26.05

Context coveredThis framework covers computer user support practice in corporate, government, and institutional office environments at Job Zone 3, spanning hands-on hardware and software troubleshooting, end-user assistance, documentation, and team leadership across four career stages.

Sources:O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.SkillsCrosswalkSkillsCrosswalk — O*NET enrichment + adjacency index. Opens in new tab.
Emerging
Entry / Apprentice
  1. Basic hardware components and peripheral devices — identify and label under direct supervision during initial workstation setup at an office help desk.
  2. Standard operating procedures and technical manuals — read and follow step-by-step to complete guided software installations on end-user machines.
  3. User inquiries about common software errors — receive and log into a ticketing system under supervisor direction at an entry-level support desk.
  4. Cable connections and basic network peripherals — install and route according to provided diagrams under close technician oversight in a corporate office environment.
  5. System startup and shutdown commands — enter and observe outputs to verify correct operation under direct guidance on standard workstations.
  6. Daily performance indicators for assigned computer systems — monitor and report anomalies to senior staff during structured shift routines.
  7. Incident records including problem descriptions and actions taken — maintain accurately in a helpdesk tracking system following established templates.
  8. Word processing and documentation software — use to draft basic support notes and user-facing instructions under editorial review.
  9. Active listening techniques — apply when gathering initial problem details from end users reporting hardware or software issues at a support counter.
  10. Pre-configured operating system images — deploy to replacement workstations by following a checklist under senior technician supervision.
Developing
Mid-level / Established
  1. Routine hardware faults and software configuration errors — diagnose and resolve independently using diagnostic tools and knowledge base articles in a mid-sized business environment.
  2. Operating systems and standard productivity applications — install, configure, and perform minor repairs on end-user machines with minimal oversight following approved specifications.
  3. User inquiries about software operation and network connectivity — answer clearly and accurately, adapting explanations to non-technical audiences at a corporate help desk.
  4. Equipment for new employee onboarding — set up and test including cables, peripherals, and licensed software in accordance with IT provisioning standards.
  5. Technical manuals and vendor documentation — read and interpret to troubleshoot unfamiliar hardware or software issues within a defined support scope.
  6. Communication logs and daily data transaction records — maintain and update consistently to ensure accurate documentation of all support activities.
  7. System functioning during and after repairs — verify by entering commands and reviewing outputs to confirm resolution before closing support tickets.
  8. Recurring user-reported problems — identify patterns across tickets and escalate systemic issues with supporting evidence to senior IT staff.
  9. Internet directory services and remote support tools — use to locate resources and deliver remote assistance to distributed end users efficiently.
  10. Basic user training on standard applications — provide informally in one-on-one sessions, adapting delivery to individual learning needs.
Proficient
Senior / Expert IC
  1. Complex hardware, software, and network problems spanning multiple systems — investigate and resolve autonomously using diagnostic reasoning and advanced troubleshooting methodologies in enterprise environments.
  2. New system requirements and proposed modifications — confer with staff, users, and management to elicit, document, and validate technical specifications.
  3. Performance of computer systems across an assigned environment — oversee daily, proactively identifying degradation trends and initiating corrective actions before user impact occurs.
  4. Non-routine software failures and peripheral conflicts — analyze root causes using deductive reasoning and systems analysis, implementing durable fixes without supervisor involvement.
  5. Technical support documentation including procedures, FAQs, and runbooks — author and maintain using document management software to ensure accuracy and organizational accessibility.
  6. End-user training sessions on new applications and system changes — design and deliver using appropriate instructional strategies tailored to varied skill levels within the organization.
  7. Judgment calls on escalation, workarounds, and service priorities — exercise independently under ambiguous conditions, balancing user needs against IT policy constraints.
  8. Telecommunications and network configuration settings — review and adjust to resolve connectivity issues affecting individual users or small workgroups in a corporate LAN environment.
  9. Graphics, web, and desktop publishing software — support and troubleshoot for specialized business units requiring design or publishing capabilities beyond standard productivity tools.
  10. Service quality metrics and support trends — monitor and analyze to identify training gaps, recurring failures, and opportunities to improve first-call resolution rates.
Advanced
Lead / Principal / Executive
  1. Organizational IT support strategy and service delivery standards — define and implement across departments, aligning help desk operations with business objectives and budget constraints.
  2. Requirements for enterprise-wide system upgrades or new technology adoption — lead stakeholder consultation with staff, management, and vendors to establish scope, priorities, and success criteria.
  3. Junior and mid-level support specialists — mentor and develop through structured coaching, knowledge-sharing sessions, and constructive performance feedback.
  4. Support policies, escalation frameworks, and incident response protocols — author and institutionalize to govern consistent, high-quality technical assistance across the organization.
  5. Systemic infrastructure vulnerabilities and recurring failure patterns — identify through data-driven analysis of support records and system monitoring outputs, driving proactive remediation initiatives.
  6. Vendor relationships and technology procurement decisions — evaluate and influence by translating operational support data into evidence-based recommendations for leadership.
  7. Cross-functional IT projects involving hardware refresh, software rollout, or office relocation — lead coordination among support teams, stakeholders, and external contractors to ensure seamless execution.
  8. Organizational knowledge management systems — oversee curation and governance of, ensuring technical documentation remains current, searchable, and actionable for all support tiers.
  9. Support team performance indicators and SLA compliance — review regularly and present findings to management, recommending staffing, tooling, or process adjustments as warranted.
  10. Emerging technologies relevant to end-user computing — evaluate through active learning and pilot programs, advising senior leadership on adoption readiness and workforce training requirements.

AI-at-Work Competency Framework

Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.
Subscriber feature

Authoritative source data identified for 998 occupations

How a worker at each mastery level uses, directs, and evaluates AI tools in this occupation. Each statement cites its evidence inline; click a citation chip to verify the source.

Emerging
  1. AI-assisted ticket triage — uses an AI chatbot to surface likely causes for common hardware and software complaints, then confirms the suggested fix against documented procedures before applying it Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  2. Basic knowledge retrieval — queries an AI assistant to locate step-by-step instructions from technical manuals, reducing time spent searching support documentation Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Developing
  1. Diagnostic delegation — feeds error messages and system logs into an AI tool to generate ranked lists of probable root causes, then validates each hypothesis through direct testing on the affected machine Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  2. User communication drafting — directs an AI assistant to produce first-draft responses to user inquiries about software or hardware operation, editing for accuracy and tone before sending WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  3. Equipment setup guidance — uses AI-generated checklists to verify correct cable, OS, and software installation sequences, catching omissions before equipment is handed off to end users Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Proficient
  1. Complex problem decomposition — applies AI tools to break multi-symptom technical incidents into discrete sub-problems, coordinating the resolution sequence while retaining ownership of the diagnostic logic Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  2. Performance monitoring synthesis — feeds daily system performance data to an AI analysis tool to identify anomalies and trend patterns, then authors the incident summary and escalation recommendation Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  3. Repair specification retrieval — instructs an AI assistant to cross-reference minor hardware repair steps against manufacturer specifications, verifying compatibility before executing any physical intervention Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  4. User-facing knowledge base curation — directs an AI tool to draft and organize support articles from resolved tickets, then reviews each entry for technical accuracy and institutional relevance WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
Advanced
  1. AI workflow orchestration — designs and maintains an AI-assisted support pipeline that routes incoming tickets, proposes resolutions, and escalates edge cases to human review, continuously refining routing rules based on outcome data Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  2. Augmentation boundary governance — evaluates which support tasks are appropriate for AI autonomy versus mandatory human judgment, establishing team-wide protocols that align with the occupation's Q2 augmentation profile Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  3. Time-savings accountability — tracks AI-assisted resolution efficiency across the support team, benchmarks results against the measurable time savings observed in practice, and adjusts tooling choices to sustain performance gains Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  4. Cross-functional AI mentorship — coaches junior support specialists on critically evaluating AI-generated diagnostic suggestions, embedding verification habits that prevent over-reliance on automated outputs WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
Evidence pack
AEI usage
Task observations: 3240
Augment share: 95%
Time saved: 87.3%
AI autonomy: 3.00
SAFI positioning
Top skill: Speaking
Score: 48.5 / 100
Quadrant: Q2_ai_augmented
precision: exact
WEF cluster
Artificial Intelligence
artificial_intelligence
Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.

Pathsmith Durable Skills Framework

Sources:Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Subscriber feature

Ten durable-skill domains mapped to four proficiency/role levels for each occupation. Each statement is aligned to the Pathsmith taxonomy, derived from trusted grounding data and mapped to occupation-specific O*NET tasks and skills.

1Communication12 statements
Emerging
  1. Basic user intake — collects initial problem description from end users through guided questioning during helpdesk interactions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Technical jargon translation — rephrases hardware and software terminology into plain language when explaining issues to non-technical users Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Written ticket documentation — records basic problem descriptions and steps taken in helpdesk ticketing systems following standard templates O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Structured troubleshooting dialogue — guides users through diagnostic questions systematically to narrow down software or hardware faults during live support calls Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Multi-channel support communication — delivers clear instructions across phone, chat, and email channels adjusting tone and detail level to match user technical proficiency Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Incident report writing — composes accurate written summaries of system problems, remedial actions, and resolution outcomes for maintenance records O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Requirements elicitation communication — confers with staff, users, and management to articulate and document needs for new systems or system modifications with precision Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Cross-functional briefing — presents equipment installation plans and system change impacts clearly to both technical colleagues and non-technical stakeholders Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Technical manual interpretation — reads and synthesizes vendor documentation and release notes then translates relevant content into actionable user guidance O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Escalation communication leadership — authors escalation protocols and communication standards adopted department-wide to ensure consistent user-facing messaging during outages Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Knowledge base authorship — produces comprehensive, searchable support articles and user guides that reduce repeat helpdesk contacts across the organization Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Executive-level incident reporting — synthesizes complex system failure data into concise briefings for senior management, balancing technical accuracy with strategic clarity Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
2Leadership8 statements
Emerging
  1. Self-directed task initiation — takes ownership of assigned support tickets without waiting for supervisor prompting, following the daily performance oversight checklist Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Peer guidance participation — assists fellow support staff with routine hardware setup procedures during onboarding periods Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Equipment rollout coordination — leads small-scale device deployment projects, sequencing cable installation, OS setup, and software configuration tasks for multiple workstations Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Junior technician mentoring — demonstrates correct diagnostic procedures and ticketing practices to newer support staff during shadowing sessions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Daily operations oversight — monitors overall performance of networked computer systems, assigning remediation tasks to technicians and escalating critical failures appropriately Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Requirements-gathering facilitation — leads cross-departmental sessions to define specifications for system modifications, keeping discussions focused and decisions documented Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Support team development — designs and implements structured onboarding and skills-development programs that accelerate new technician competency across hardware and software support domains Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Strategic infrastructure advocacy — champions technology upgrade initiatives by building business cases, aligning stakeholders, and directing phased implementation plans Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
3Metacognition8 statements
Emerging
  1. Diagnostic self-check — pauses after an unsuccessful troubleshooting attempt to identify which assumption led to the incorrect resolution path before trying an alternative approach Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Learning gap recognition — identifies personal knowledge deficits in specific operating systems or hardware platforms and seeks targeted training resources Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Troubleshooting strategy review — reflects on recurring ticket types to determine whether current diagnostic sequences are efficient or need reordering Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Certification study planning — sets structured learning goals aligned to identified technical skill gaps and monitors progress against milestones Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Resolution pattern analysis — systematically reviews closed tickets to evaluate which problem-solving approaches produced fastest resolutions and adjusts personal workflow accordingly Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Cognitive load management — recognizes when simultaneous high-priority tickets are degrading diagnostic accuracy and applies triage strategies to restore effective performance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Support process meta-evaluation — leads periodic team retrospectives examining collective troubleshooting strategies, identifying systemic cognitive biases that produce recurring misdiagnoses Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Adaptive learning model — develops a personal and team-level framework for continuous technical skill calibration that integrates new technology releases with existing knowledge structures Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
4Critical Thinking8 statements
Emerging
  1. Symptom-versus-cause distinction — differentiates reported user symptoms from underlying hardware or software causes when logging initial support requests Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Error code evaluation — looks up and interprets system error messages to form a preliminary hypothesis about fault origin before beginning hands-on diagnostics O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Comparative diagnostic reasoning — evaluates multiple possible causes of a software or hardware malfunction by systematically eliminating variables through targeted tests Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Evidence-based escalation judgment — decides whether an issue exceeds local resolution capacity by assessing symptom complexity, recurrence data, and available tools Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Root-cause isolation — conducts structured computer diagnostics using command-line tools and system logs to identify the precise source of performance degradation or failure Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Change-impact assessment — evaluates the downstream effects of proposed system modifications on dependent applications and user workflows before recommending implementation Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Systems-level failure analysis — synthesizes data communication transaction logs, error patterns, and hardware diagnostics across multiple machines to identify infrastructure-wide failure modes Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Policy-informed decision framework — develops evidence-based support triage and escalation decision trees grounded in historical incident data and organizational risk tolerance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
5Collaboration8 statements
Emerging
  1. Shared ticket workflow participation — contributes accurate problem documentation to shared helpdesk queues so colleagues can continue resolution without rework Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Vendor communication support — participates in calls with hardware or software vendors alongside senior technicians to gather repair or configuration guidance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Cross-role requirements collaboration — works alongside staff and managers from non-IT departments to clarify system needs during requirements-gathering sessions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Installation teamwork — coordinates with facilities, network, and IT colleagues to sequence cabling, hardware placement, and software deployment during office buildouts O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Interdepartmental system rollout coordination — partners with project managers, network engineers, and department heads to execute large-scale equipment deployments within agreed timelines Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Collaborative knowledge management — contributes to and maintains a shared technical knowledge base, incorporating team members' resolved-case insights to reduce duplicated effort Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Cross-functional IT governance participation — represents user support perspectives in infrastructure planning committees, ensuring end-user impact is weighted in system design decisions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Vendor partnership management — leads collaborative relationships with hardware and software vendors to negotiate support agreements and coordinate complex multi-party incident resolutions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
6Character8 statements
Emerging
  1. User data confidentiality respect — handles sensitive user account credentials and personal data encountered during support sessions with discretion and adherence to access policies Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Accurate record integrity — enters complete and truthful information into daily data communication transaction logs without omitting errors or failed attempts Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Accountability for resolution outcomes — owns mistakes in initial diagnoses, communicates corrections transparently to users and supervisors, and implements fixes promptly Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Professional conduct under pressure — maintains respectful and patient interactions with frustrated users regardless of ticket volume or issue complexity Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Ethical software compliance — ensures all installed software is properly licensed and authorized before deployment, refusing to install unlicensed applications regardless of user pressure Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Consistent documentation ethics — maintains accurate and complete records of all remedial actions taken, including unsuccessful attempts, to support organizational transparency and audit readiness Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Integrity-centered team culture — models and reinforces ethical standards around data handling, software licensing, and honest incident reporting across the support team Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Organizational trust stewardship — demonstrates sustained accountability in managing privileged system access across years of service, earning recognized trustworthiness from leadership and peers Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
7Creativity8 statements
Emerging
  1. Workaround identification — generates interim solutions that restore partial user functionality while a full hardware or software fix is pending Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Novel diagnostic approach — applies an untested command sequence or configuration check when standard troubleshooting steps fail to reproduce a reported error Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Custom script development — writes basic automation scripts to accelerate repetitive configuration tasks such as software installations or system monitoring checks Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. User-centered solution design — tailors hardware and software configurations creatively to meet non-standard accessibility or workflow needs of individual users Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Process innovation — redesigns the equipment setup and imaging workflow to reduce deployment time by identifying redundant steps and introducing batch configuration tools Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Diagnostic tool adaptation — repurposes existing system utilities in unconventional combinations to isolate elusive intermittent hardware faults Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Support architecture redesign — conceives and pilots a restructured helpdesk model that integrates self-service portals, automated triage, and tiered specialist routing to reduce resolution time organization-wide Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Technology adoption innovation — identifies and proposes emerging tools or platforms that solve persistent support challenges, develops proof-of-concept implementations, and leads adoption rollout Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
8Growth Mindset8 statements
Emerging
  1. Unfamiliar technology engagement — attempts to resolve issues involving hardware or software platforms outside current expertise before escalating, using available documentation Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Feedback receptivity — accepts correction from senior technicians on diagnostic missteps and applies the guidance immediately on the next similar ticket Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Certification pursuit — enrolls in and completes technical training programs targeting identified skill gaps in operating systems, networking, or hardware support Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Post-incident learning — reviews unresolved or misdiagnosed tickets to extract lessons and revises personal troubleshooting checklists accordingly Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Emerging technology adoption — proactively studies new operating systems, peripheral technologies, or software releases before organizational deployment to minimize support disruption at launch Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Constructive challenge seeking — volunteers for complex or novel support projects that stretch current competence, viewing the difficulty as a development opportunity Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Team learning culture cultivation — establishes peer learning routines such as case-study reviews and lunch-and-learn sessions that normalize vulnerability and shared growth across the support team Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Industry trend integration — continuously incorporates evolving cybersecurity, cloud, and hardware developments into personal practice and team training, treating technological change as an ongoing growth driver Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
9Mindfulness8 statements
Emerging
  1. Active listening presence — maintains full attentional focus during user problem descriptions, resisting the urge to begin troubleshooting before the user finishes explaining Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Frustration awareness — recognizes personal emotional reactions during interactions with repeatedly confused or agitated users and pauses before responding Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Deliberate diagnostic pacing — slows the troubleshooting process intentionally when initial fixes fail, preventing reactive skipping of diagnostic steps under time pressure Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Ticket queue attention management — applies structured prioritization practices to maintain focused attention on the current high-priority issue without cognitive drift toward the backlog Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Sustained system monitoring attention — maintains consistent observational vigilance while overseeing daily computer system performance, detecting anomalies before they escalate into outages Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Emotionally regulated user de-escalation — approaches high-stress support interactions with calm intentionality, using measured tone and pacing to reduce user anxiety and improve information exchange Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Organizational stress-signal detection — maintains broadened situational awareness during high-incident periods, identifying team fatigue or systemic overload patterns and intervening before quality deteriorates Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Mindful change management facilitation — guides users and colleagues through disruptive system transitions with intentional communication, present-moment empathy, and attention to resistance signals Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
10Fortitude8 statements
Emerging
  1. Persistence through diagnostic dead ends — continues methodically testing alternative causes when the first several troubleshooting approaches fail to resolve a reported hardware fault Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Uncertainty tolerance — proceeds with available diagnostic tools when complete system documentation is unavailable, making reasoned progress despite incomplete information Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. High-volume workload endurance — sustains accurate and professional support quality across extended shifts during peak helpdesk demand periods without reduction in diagnostic rigor Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Repeated escalation resilience — returns to unresolved complex tickets after each failed attempt with renewed approach rather than abandoning or permanently deferring the issue Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Incident response stamina — sustains effective system diagnosis and user communication throughout prolonged outage events that span multiple hours or shifts Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Adversarial user interaction courage — maintains professional boundaries and continues providing accurate technical guidance when users express hostility or attempt to pressure unsanctioned workarounds Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Organizational crisis leadership — leads the technical support response during major infrastructure failures, sustaining clear decision-making and team coordination across extended high-pressure incidents Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Long-term transformation endurance — drives multi-month system modernization or migration projects through resistance, setbacks, and competing priorities without losing momentum or team cohesion Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Sources:Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
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O*NET enrichment · skillscrosswalk.com

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Source anchors that ground each statement

Related titles
Application Customer Service Representative (Application CSR) · Application Support Engineer · Applications Analyst · Automatic Data Processing Customer Liaison (ADP Customer Liaison) · Call Center Support Representative (Call Center Support Rep) · Cloud Operations Specialist · Computer Customer Support Specialist · Computer Hardware Technician (Computer Hardware Tech) · Computer Help Desk Representative (Computer Help Desk Rep) · Computer Help Desk Specialist · Computer Lab Assistant (Computer Laboratory Assistant) · Computer Operations Technician (Computer Operations Tech)
RAPIDS apprenticeships
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O*NET skills
SpeakingReading ComprehensionActive ListeningCritical ThinkingComplex Problem SolvingWritingJudgment and Decision MakingMonitoringSocial PerceptivenessService OrientationActive LearningLearning StrategiesInstructingOperations MonitoringTroubleshootingSystems AnalysisTime Management
Knowledge domains
Computers and ElectronicsCustomer and Personal ServiceTelecommunicationsEnglish LanguageEducation and TrainingMechanicalEngineering and TechnologyAdministration and ManagementAdministrativeCommunications and MediaDesign
Abilities
Written ComprehensionOral ComprehensionOral ExpressionNear VisionWritten ExpressionSpeech ClaritySpeech RecognitionInformation OrderingDeductive ReasoningProblem Sensitivity
Work styles
DependabilityAttention to DetailCooperationPerseveranceIntellectual CuriositySocial Orientation
Technology
Word processing softwareInternet directory services softwareDocument management softwareDevelopment environment softwareGraphics or photo imaging softwareDesktop publishing softwareWeb page creation and editing softwareObject or component oriented development softwareWeb platform development softwareData base user interface and query software
Tasks · seed anchors for statements
  1. Oversee the daily performance of computer systems.
  2. Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  3. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  4. Answer user inquiries regarding computer software or hardware operation to resolve problems.
  5. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  6. Confer with staff, users, and management to establish requirements for new systems or modifications.
  7. Enter commands and observe system functioning to verify correct operations and detect errors.
  8. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
CIP education codes
01.010611.100651.0709

Sources: O*NET v30.2 (CC BY 4.0), SkillsCrosswalk.com, LER.me, Anthropic Economic Index, SAFI (Jadhav & Danve, 2026), WEF Skills Taxonomy 2021, Pathsmith Durable Skills Framework. © 2026 EBSCOed.