Information and communications technology user support technicians
An AI agent can at least partly carry out 91.4% of the task time of information and communications technology user support technicians, and finish 8.0% alone. The barrier that holds most of the rest back is access to the systems the work runs on.
54th of 433 · interval 76.8–100.0
48th of 433 · interval 0.0–24.8
66th of 433 · interval 50.8–65.3
task statements rated by two models and weighted by importance and frequency. World employment: 3.5 million.
How the tasks rate
What stops the agent
Share of task weight flagged by each barrier; a task can carry several.
| Task statement (O*NET occupation) | Sonnet · Haiku | Barriers | ||||
|---|---|---|---|---|---|---|
| Answer user inquiries regarding computer software or hardware operation to resolve problems.Computer User Support Specialists | 9.4% | L2 | L2L2 | 68% | 22 min | Access to systems |
| Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.Computer User Support Specialists | 9.4% | L2 | L2L2 | 60% | 38 min | Access to systems |
| Oversee the daily performance of computer systems.Computer User Support Specialists | 9.3% | L2 | L2L2 | 62% | 2.4 h | Access to systems |
| Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.Computer User Support Specialists | 8.0% | L3 | L3L3 | 85% | 20 min | Access to systems |
| Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.Computer User Support Specialists | 8.0% | L2 | L2L2 | 40% | 1.5 h | Physical presence, Access to systems |
| Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.Computer User Support Specialists | 7.4% | L2 | L2L2 | 42% | 52 min | Physical presence, Access to systems |
| Confer with staff, users, and management to establish requirements for new systems or modifications.Computer User Support Specialists | 6.8% | L2 | L2L2 | 45% | 1.8 h | Trust and care, Access to systems |
| Enter commands and observe system functioning to verify correct operations and detect errors.Computer User Support Specialists | 6.5% | L2 | L2L3 | 75% | 20 min | Access to systems |
| Refer major hardware or software problems or defective products to vendors or technicians for service.Computer User Support Specialists | 5.5% | L2 | L2L2 | 70% | 30 min | Physical presence, Access to systems |
| Prepare evaluations of software or hardware, and recommend improvements or upgrades.Computer User Support Specialists | 5.2% | L2 | L2L2 | 62% | 2.5 h | Access to systems |
| Inspect equipment and read order sheets to prepare for delivery to users.Computer User Support Specialists | 5.1% | L1 | L1L2 | 32% | 30 min | Physical presence |
| Develop training materials and procedures, or train users in the proper use of hardware or software.Computer User Support Specialists | 4.9% | L2 | L2L2 | 60% | 3.5 h | Trust and care |
| Modify and customize commercial programs for internal needs.Computer User Support Specialists · supplemental task | 3.9% | L2 | L2L2 | 58% | 3.5 h | Access to systems |
| Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.Computer User Support Specialists | 3.6% | L2 | L2L2 | 65% | 1.5 h | – |
| Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software.Computer User Support Specialists · supplemental task | 3.5% | L1 | L1L2 | 28% | 3.0 h | Physical presence, Accountability, Trust and care, Access to systems |
Show the other 1 tasks
| Task statement (O*NET occupation) | Sonnet · Haiku | Barriers | ||||
|---|---|---|---|---|---|---|
| Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.Computer User Support Specialists · supplemental task | 3.4% | L2 | L2L2 | 58% | 8.0 h | Physical presence, Trust and care, Access to systems |
Level: consensus of the two models (the lower level when they disagree). Share: part of the task’s working time an agent could take over. Human time: minutes a competent person needs for one instance, as estimated by the models.
Exposure is not delegation
| Measure | Value | Percentile | Pct |
|---|---|---|---|
| ADI (this index) | 91.4% | 88 | |
| Eloundou et al. (2024), GPT exposure β | 0.59 | 89 | |
| Felten et al. (2021), AI occupational exposure | 0.299 | 60 | |
| Webb (2020), AI patent exposure | 83 | 78 | |
| Eisfeldt et al. (2026), generative AI exposure | 0.625 | 95 | |
| Anthropic Economic Index, observed use | 0.469 | 99 |
Earlier indices measure whether AI can touch a task; ADI measures how much of it an agent can carry out from a goal. – : the source does not cover this occupation.
Neighbouring occupations
| Occupation | ADI | % |
|---|---|---|
| Computer network and systems technicians 3513 | 97.4 | |
| Web technicians 3514 | 97.1 | |
| Information and communications technology operations technicians 3511 | 95.3 | |
| Telecommunications engineering technicians 3522 | 60.2 | |
| Broadcasting and audiovisual technicians 3521 | 45.0 |
Dashed line: information and communications technology user support technicians (91.4%).
Espinal Maya, Cristian, and Santiago Jiménez Londoño. 2026. ADI v2026.1: Agent Delegability Index data, code and MCP server. Zenodo. https://doi.org/10.5281/zenodo.23552918. Record: Information and communications technology user support technicians (ISCO-08 3512), https://balamlabs.org/adi/occupations/3512
@misc{espinal2026adidata,
title = {{ADI} v2026.1: Agent Delegability Index data, code and {MCP} server},
author = {Espinal Maya, Cristian and Jim{\'e}nez Londo{\~n}o, Santiago},
year = {2026},
publisher = {Zenodo},
version = {v2026.1},
doi = {10.5281/zenodo.23552918},
url = {https://doi.org/10.5281/zenodo.23552918},
note = {Record: Information and communications technology user support technicians (ISCO-08 3512)}
}The same record as static JSON, with its citation: /adi/v2026.1/isco/3512.json.