Is There Any Growth in Technical Support? Strong Growth Ahead for Chicagoland Businesses

Is there any growth in technical support? Absolutely. The technical support industry is experiencing substantial expansion across market revenue, employment growth, and career opportunities. 

According to Grand View Research, the global IT services market reached $1.50 trillion in 2024 and is projected to grow to $2.59 trillion by 2030, reflecting a compound annual growth rate of 9.4%. In addition, projected employment growth in IT jobs, including technical support roles, is expected to outpace the overall economy in the coming years due to increasing cybersecurity needs and advancements in artificial intelligence. 

This growth extends to small and medium-sized businesses across Chicagoland that recognize reliable IT infrastructure as essential for staying competitive. Here is what is driving this growth and what it means for Chicago businesses. 

Introduction to Technical Support 

Technical support forms the backbone of the computer industry, ensuring that computer systems, hardware, and software run smoothly for businesses of all sizes. Technical support specialists, including computer network support specialists and computer user support specialists, are essential for maintaining computer networks, troubleshooting issues, and keeping operations on track. 

According to recent labor statistics, while the demand for technical support specialists is projected to decline slightly by 3 percent from 2024 to 2034, the field remains robust, with an average of 50,500 job openings expected each year. This ongoing need is driven by a tech company landscape that is rapidly shifting toward cloud computing, artificial intelligence, and advanced software development. 

As the computer industry evolves, support specialists with expertise in data management, network security, and emerging technologies are more valuable than ever, helping businesses adapt to new challenges and opportunities in the digital age. 

Technical Support Demand and Projected Employment Growth 

The IT technical support market is expanding steadily. Industry analysis shows the market valued at $80.9 billion in 2024 is expected to reach $120 billion by 2035. 

This expansion creates opportunities for technical support specialists, computer network support specialists, and computer user support specialists. According to the Bureau of Labor Statistics, computer and information technology occupations show strong job outlook with 317,700 job openings projected annually through 2034, representing employment growth despite declining employment in other occupations. 

The median annual wage for computer network support specialists reached $73,340 in 2024, while computer user support specialists earned $60,340. Support specialists need technical skills including problem solving skills and soft skills for cross functional teams. 

Many jobs require relevant experience with computer systems, local area networks, wide area networks, and other IT infrastructure. Requirements vary, network architects typically need a bachelor’s degree in a related field, while some support roles accept a high school diploma plus IT certifications and college courses. Computer network architects are professionals responsible for designing, integrating, and managing network systems such as intranets, WANs, and LANs, playing a crucial role in the IT industry. 

Key growth drivers in the IT field: 

• Cybersecurity threats: Information security analysts and security measures become critical 

• Cloud computing: Managing cloud services across existing technologies requires specialized knowledge 

• Technology evolution: Artificial intelligence, machine learning, software development, and data processing create new support roles 

• Skills shortage: Computer industry shift toward skills needed makes finding tech support specialists with problem solving abilities challenging; in demand skills and roles such as tech support specialist, machine learning engineer, software engineer, and product manager are highly sought after by employers 

• Job growth: The IT sector is experiencing significant job growth, with increasing opportunities and a strong outlook for tech careers 

• Career advancement: IT jobs offer paths for software developers, software engineers, machine learning engineers, data scientists, web developers, computer programmers, and technical program managers 

• Business continuity: Cost effective support from outside firms helps smaller organizations maintain computer hardware and software applications 

As technology grows complex, businesses turn to managed IT services for infrastructure management, information security, and tech support without large internal teams, proving cost effective for organizations requiring minimal information technology staffing while accessing broader skillsets and design skills. 

The IT labor force is also affected by turnover, with many job openings resulting from the need to replace workers who retire or move to other careers. 

Technical Skills 

To excel as a technical support specialist, a diverse set of technical skills is essential. Proficiency in computer hardware and software applications forms the foundation, but today’s support specialists must also be adept at network security and information technology best practices. 

The rise of artificial intelligence and machine learning in the tech industry has increased the demand for specialists who can support and troubleshoot these advanced systems. Strong problem-solving skills and soft skills, such as clear communication and customer service, are crucial for resolving issues efficiently and working effectively with cross functional teams. 

Staying current with existing technologies is vital for success: 

• Cloud services and data processing capabilities 

• Network infrastructure including local area networks and wide area networks 

• Software applications and machine learning solutions 

• Other IT infrastructure essential for modern business operations 

As technology continues to advance, support specialists who can adapt to new software applications and integrate machine learning solutions will remain in high demand. 

Small and Medium Businesses Drive Cloud Computing Growth 

SMBs are leading IT investment. According to the GTIA SMB Technology and Buying Trends 2025 report, nearly two-thirds of SMBs plan to spend between $25,000 and $1 million on technology this year, with 9 out of 10 increasing budgets. 

Research reveals 61% of SMBs outsource IT services regularly or occasionally. Many jobs previously in-house are now managed by tech companies and outside firms providing: 

• Access to expertise: Specialists with technical skills, skill set diversity, and relevant experience across software development, information security, data management, and e commerce 

• 24/7 coverage: Professional IT support services with monitoring from computer user support specialists 

• Cost predictability: Fixed monthly fees versus variable costs to replace workers 

• Compliance support: Security measures and information technology standards from information security analysts 

For smaller organizations with 25 to 250 employees, outsourced support delivers enterprise capabilities at a fraction of internal costs. 

Education and Training 

A career in technical support typically begins with a solid educational foundation. Many technical support specialists start with a high school diploma, supplemented by relevant college courses or certifications in information technology or a related field. 

For those seeking career advancement or specialized roles, such as technical program managers, software developers, or information research scientists, a bachelor’s degree can be highly beneficial. Industry-recognized certifications, like CompTIA A+, are valuable for demonstrating expertise and improving job prospects. 

Online training programs, such as the Microsoft IT Support Specialist Professional Certificate, offer flexible pathways to gain the necessary skills. Whether entering the field or aiming for higher-level positions, ongoing education and training are key to staying competitive and advancing in the fast-paced world of technical support. 

Chicago Businesses Benefit from Market Expansion 

Chicagoland businesses benefit from this job market growth and computer industry shift. As the industry matures, local companies gain access to experienced providers with strong network capabilities and specialized services. 

Market expansion drives innovation. Modern support includes: 

• AI-powered monitoring tools for proactive system management 

• Machine learning algorithms for threat detection 

• Automated patch management ensuring security updates 

• Data management capabilities for information processing 

Many jobs in technical support now require broader skillsets combining computer hardware knowledge with software applications expertise, problem solving abilities, and soft skills. This skill set evolution reflects employment projections showing continued demand for workers managing both existing technologies and emerging solutions. 

Resources 

Aspiring technical support specialists have access to a wealth of resources to help them launch and grow their careers: 

• Bureau of Labor Statistics: Comprehensive data on employment projections, job outlook, and median annual wage for technical support roles 

• O*NET: Detailed information on job duties, required skills, and employment trends for support specialists 

• Tech companies and government agencies: Specialized training programs and certifications tailored to technical support careers 

• Educational institutions: Programs focusing on cloud computing, artificial intelligence, and data management 

With the rapid evolution of these technologies, it’s essential for support specialists to continually update their technical skills and stay informed about industry developments. By leveraging these resources and pursuing ongoing education, individuals can build a rewarding career in technical support and remain at the forefront of the information technology field. 

Position Your Business for Growth 

Growth in technical support services reflects a fundamental shift in information technology management. IT is now a competitive advantage when managed by qualified support specialists. 

At LeadingIT, we help Chicago businesses strengthen their technology infrastructure. Our team provides proactive support from experienced tech support specialists with the technical skills and problem-solving abilities to prevent problems before they impact operations. 

Contact us at our Chicagoland IT support team at 815-788-6041 to discuss how professional technical support can help your business stay competitive.