Help desk chatbots and automated troubleshooting are common, so people in IT support ask whether their jobs are next. The US outlook gives a direct answer: a small decline for computer support specialists, with chatbots named as one reason, and still tens of thousands of openings a year.
The short answer: automation is reducing some IT support work, but not replacing it. The ILO's 2025 index places ICT user support technicians in its second gradient at 0.47. The US Bureau of Labor Statistics projects a 3 percent decline for computer support specialists from 2025 to 2035, citing automated tools such as chatbots for troubleshooting, outsourcing and a shift toward broader skills, while still projecting about 48,700 openings a year. Projections can change.
How exposed IT support is
From the ILO's 2025 index, which scores tasks 0 to 1 for generative AI exposure:
| Occupation (ISCO-08) | ILO band | Mean task score |
|---|---|---|
| Systems Administrators (for comparison) | Gradient 3 | 0.57 |
| ICT User Support Technicians | Gradient 2 | 0.47 |
| ICT Operations Technicians | Gradient 2 | 0.43 |
What the BLS projects
| Occupation | Projected change 2025 to 2035 |
|---|---|
| Computer user support specialists | Decline 3% |
| Computer network support specialists | Grow 1% |
| All computer support specialists | Decline 3% |
The BLS says organizations continue to implement automated tools, such as chatbots, for troubleshooting; that smaller companies increasingly contract with outside firms rather than employ support staff; and that some positions are going to workers with broader skillsets, such as network architects. All projected openings come from replacing workers who change occupations or retire.
Support tasks AI is taking on
- Password resets and common how-to questions.
- Ticket sorting, routing and first replies.
- Knowledge base articles and step-by-step guides.
- Summarizing logs and ticket history.
- Suggesting fixes for known problems.
What stays with IT support
- Hands-on work: hardware, networks, devices and on-site problems.
- Unusual problems: the issue no script covers.
- People: calm, clear help for users under pressure.
- Security: spotting phishing and suspicious requests, including against AI tools. See AI agent security.
- Running the automation: configuring and checking the chatbot and its answers. See checking AI output.
How the job is changing
Routine tickets are moving to automation, and the BLS points to demand for broader skills. Support staff who build skills in networks, security and running automated tools are in the stronger position. See will AI replace cybersecurity jobs?, where the BLS projects much faster than average growth.
See also will AI replace software engineers?, will AI replace customer service? and will AI take my job?
Pay and how to get in
The US Bureau of Labor Statistics puts the median annual pay for computer support specialists at $62,890 in May 2025, against $50,980 for all workers. The BLS says the education needed to enter varies; its profile explains the routes in. See how this job compares in AI exposure by pay and AI exposure by education level.
Questions and answers
Will AI replace IT support jobs?
It is reducing some work, not replacing it. The BLS projects a 3 percent decline for computer support specialists from 2025 to 2035, with about 48,700 openings a year.
Why is IT support projected to decline?
The BLS cites automated troubleshooting tools such as chatbots, outsourcing by smaller companies and a shift toward workers with broader skills.
How exposed is IT support to AI?
In the ILO 2025 index, ICT user support technicians score 0.47, in gradient 2.
Will AI replace help desk jobs?
Routine help desk tickets are the most exposed. Hands-on, unusual and security-related work much less so.
How can IT support staff adapt?
By building skills in networks, security and running automated support tools, which fits the broader skillsets the BLS describes.