Will AI replace IT jobs?
Updated
IT support specialists score 59 of 100 for AI exposure. The largest share of their task time, 54%, is work AI speeds up while they stay in charge. AI can take over 14% outright, and 32% stays with people.
- 14% AI can do it
- 54% AI helps
- 32% Needs a person
High exposure
Higher than 89% of the 923 occupations we scored.
Task by task
We graded 16 tasks, listed here from most to least exposed. AI can do 2 of them today, speeds up 9 and leaves 5 to people.
| Task | AI exposure |
|---|---|
| Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. Logging transactions and remedial actions is largely templated and automatable. | 72% AI can do it |
| Answer user inquiries regarding computer software or hardware operation to resolve problems. LLM assistants answer most routine software and hardware questions. | 65% AI can do it |
| Modify and customize commercial programs for internal needs. Coding assistants speed customization; developers still test and take responsibility for results. | 60% AI helps |
| Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. AI speeds troubleshooting and manual lookup; live user contact remains. | 55% AI helps |
| Refer major hardware or software problems or defective products to vendors or technicians for service. AI drafts vendor escalations and tickets; staff choose and send. | 55% AI helps |
| Develop training materials and procedures, or train users in the proper use of hardware or software. AI drafts guides and manuals well; live training needs people. | 55% AI helps |
| Prepare evaluations of software or hardware, and recommend improvements or upgrades. AI synthesizes product comparisons; hands on testing still required. | 50% AI helps |
| Oversee the daily performance of computer systems. Monitoring tools and alerts automate much; humans take responsibility for final decisions. | 45% AI helps |
| Enter commands and observe system functioning to verify correct operations and detect errors. Scripts and AI can check system behavior and flag anomalies. | 45% AI helps |
| Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software. AI summarizes trade publications well; conferences need human attendance. | 45% AI helps |
Show the other 6 tasks
| Task | AI exposure |
|---|---|
| Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis. AI aids cost comparisons; space design needs on site judgment. | 35% AI helps |
| Confer with staff, users, and management to establish requirements for new systems or modifications. Requirements gathering relies on live conversation and stakeholder judgment. | 30% Needs a person |
| Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Hardware repairs need hands on work; software installs are easier. | 18% Needs a person |
| Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Physical cabling and hardware setup stay hands on. | 15% Needs a person |
| Inspect equipment and read order sheets to prepare for delivery to users. Physical equipment inspection dominates; order sheet reading is minor. | 15% Needs a person |
| Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software. Supervising and hiring people is interpersonal and accountable work. | 12% Needs a person |
How IT support specialists compare
All occupations (923)
Computer and mathematical (36)
Pay and outlook in the US
- Median pay
- $61,860 a year, May 2025
- People employed
- 717,190 in the US, May 2025
- Projected change in jobs
- -3.5% from 2024 to 2034
Skills to build
- Run hands-on cabling, hardware repairs and workstation setup
- Administer user accounts and permissions in Microsoft Active Directory
- Take responsibility for vendor escalations and ticket sign-off in ServiceNow
- Hold the CompTIA A+ certification for hardware and software support
- Write SQL queries to trace data faults behind user access problems
- Deliver live training on Microsoft Outlook and Microsoft Office software
Safer roles nearby
5 related occupations with lower scores.
Questions about IT support specialists and AI
Will IT jobs be replaced by AI?
Partly. About 4 in 10 working hours go to tasks AI can already do, mostly logging transactions and remedial actions and answering routine user questions about software and hardware. Hands-on repairs and equipment setup stay with the specialist.
Will AI take over IT?
AI can already do 14% of the task time in IT and speeds up another 54%. People still do 32% of it. The US has 717,190 IT support specialist jobs, with a projected change of -3.5% from 2024 to 2034.
Which IT support tasks is AI taking over?
Logging and routine answers come first. Maintaining records of transactions and remedial actions has an exposure score of 72, so AI can write entries from ticket details. Answering routine software and hardware questions scores 65, since LLM assistants already handle most of them. Vendor escalation drafts follow, with staff still choosing and sending them.
Which IT support tasks stay with people?
Hands-on setup and repairs stay with people. Setting up equipment means running cables, installing operating systems and checking the workstation, which requires physical presence. Inspecting equipment before delivery and making minor hardware repairs follow the same pattern. Supervising and hiring staff is interpersonal and accountable work, and requirements gathering relies on live conversation with users and management.
How can IT support specialists stay valuable?
Keep the hands-on and judgment-heavy work, and use AI for the templated parts. Run cabling, hardware repairs and workstation setup yourself. Review every AI-drafted vendor escalation and ServiceNow ticket before it goes out. Use Microsoft Active Directory to manage accounts, and lead live training on Outlook and Office, since AI drafts guides and people deliver the session.
Related jobs
Next steps for IT support specialists
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