Will AI replace computer user support specialists?

Some tasks are already being done by AI or machines; the rest still needs a person. About 4h 32m of a typical shift is made up of tasks that AI or robots have done on their own in real use somewhere. That doesn't mean those hours are automated in a typical workplace. The other 3h 28m (43%) stays with people. Separately, BLS expects about 3.5% fewer of these jobs by 2035 (all jobs: +3.5%).

AI shows up regularly in 6 of 16 tasks, about 4h 32m of a typical shift. The biggest ones:

• Answer user inquiries regarding computer software or hardware operation to resolve problems. (2h a shift, AI mostly does it alone)
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. (1h 35m a shift, AI mostly does it alone)
• Enter commands and observe system functioning to verify correct operations and detect errors. (19m a shift, AI mostly does it alone)
• Develop training materials and procedures, or train users in the proper use of hardware or software. (19m a shift, AI mostly does it alone)
• Prepare evaluations of software or hardware, and recommend improvements or upgrades. (13m a shift, AI mostly does it alone)

Not in workplaces like this one, based on a 2026 review of robot deployments. 3 more tasks have only been done in factory setups built around the machine, so they stay with people here.

3h 28m of a typical shift, or 43%, goes to tasks with no AI or robot evidence yet. No AI usage or robot deployment has shown up for these so far. The biggest:

• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. (44m a shift)
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. (38m a shift)
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. (38m a shift)
• Oversee the daily performance of computer systems. (25m a shift)
• Confer with staff, users, and management to establish requirements for new systems or modifications. (19m a shift)

Much of it comes down to where and how the work happens. In-person, hands-on and high-stakes work is where AI and robots have made the least headway so far. In the official O*NET survey of people in this job:

• 88% talk face to face with others every day

We track 1 sourced company move that affects this job. Most recent:

• Dec 1, 2024: Palo Alto Networks cuts IT support staff nearly in half with AI (Rolling out)

For the 5 tasks in this job where AI shows up and timing data exists, a typical request takes about 4h 11m for a person alone and about 31m with AI. These are Claude's own estimates from real conversations in April and May 2026 (Anthropic Economic Index). They describe single requests, not whole workdays, and time saved on a task doesn't mean jobs are cut. The biggest gaps:

• Prepare evaluations of software or hardware, and recommend improvements or upgrades (about 5h alone, 37m with AI)
• Enter commands and observe system functioning to verify correct operations and detect errors (about 4h 33m alone, 26m with AI)
• Modify and customize commercial programs for internal needs (about 4h 11m alone, 30m with AI)

On Indeed, job postings in the IT Infrastructure, Operations & Support sector are at 70% of their February 2020 level (all U.S. postings: 104%), up 7.5% from a year earlier, as of Oct 9, 2026. BLS separately expects about 40,000 openings a year in this job through 2035. Across all U.S. postings, 7.3% now mention AI skills. Sector postings cover more than this one job and move for many reasons besides AI.

The median pay is about $61,860 a year ($29.74 an hour), 21% above the median for all U.S. jobs ($50,980). Most people in this job earn between $40,980 and $100,540 a year; that range covers the middle 80%. Pay figures are from BLS, May 2025, and vary a lot by state and employer. Pick a state to compare:

BLS projects a decline of 3.5% from 2025 to 2035, compared with 3.5% growth for all jobs. That's about 724,000 jobs in 2035. Even so, it expects about 40,000 openings a year, mostly from people retiring or changing careers. These projections don't single out AI as a cause.

About 717,000 people in the U.S., roughly 0.46% of all workers (BLS, May 2025). That makes it the 55th largest of the 796 jobs on this site. BLS expects about 724,000 in 2035.

The most common requirement is a bachelor's degree: about 47% of people in the job said so in the official O*NET survey. O*NET rates the job at level 3 of 5 for preparation, which usually means: vocational school or associate's degree. Requirements vary by state and employer, especially for licensed work.

These come from the job's official skill ratings and from the tasks that AI and robots touch least today. Building them keeps you strong in the parts of the work that still need a person:

• Skills that matter more here than in most jobs: Troubleshooting, Speaking, Reading Comprehension, Active Listening
• Get strong at the parts of the job that stay with people (listed above), which take 3h 28m of a typical shift
• Tools employers list: Structured query language SQL, ServiceNow, Microsoft Windows, Microsoft Outlook, Microsoft Office software
• Learn to use AI well on the tasks where it already shows up in this job (listed above)

These use similar skills, with less of a typical shift touched by AI or robots. Matches come from 109 official ratings of skills, knowledge and work activities, and each needs the same or less preparation unless the official list relates the jobs directly:

• Computer Network Support Specialists (2h 40m touched, $76k median pay)
• Computer Systems Engineers/Architects (3h 7m touched, $117k median pay)
• Network and Computer Systems Administrators (2h 56m touched, $99k median pay)
• Computer Systems Analysts (3h 6m touched, $106k median pay)
• Database Administrators (3h 35m touched, $105k median pay)

Each task carries its own evidence label. For this job: 6 observed in real AI use, 10 with no AI or robot evidence found. The minutes per task are estimates, not measured hours, and "no evidence" doesn't prove a task is safe.