IT Support Technician Job Description
IT Support Technicians work to maintain their employer’s computer systems and networks. They also help the users of a network to use relevant devices and applications by answering any questions that may arise. It is part tech job and part customer service. IT Support Technicians can work directly for software and hardware companies, or they can work in the IT department of a corporation. The hours they work depend upon the place of employment. Those who work for a corporation typically have normal office hours, but those who work for software companies in call centers could work any shift in a 24-hour period.
The role of IT Support Technician is an entry-level position. They typically work under an IT Supervisor who is responsible for assigning them tasks on a day-to-day basis. IT Support Technicians can find employment in virtually any industry. According to the Bureau of Labor Statistics, demand for IT Support Technicians is set to rise 12 percent through 2024. This demand is due to the ever-increasing reliance on information technology in both the business and public sector.
IT Support Technician Duties and Responsibilities
There are a variety of tasks IT Support Technicians perform in their quest to both help users and maintain the optimal functionality for the systems on their network. We dissected several IT Support Technician job descriptions to determine the following core IT Support Technician duties and responsibilities.
Allocation and Maintenance of IT Equipment
IT Support Technicians are responsible for setting up all hardware and ensuring said hardware is connected to the network. In many corporations, employees are issued devices such as company laptops, tablets or mobile phones. It is the IT Support Technician’s responsibility to issue this equipment, as well as diagnose and repair any malfunctions.
Diagnose Hardware and Software Issues
When something goes wrong, it is the IT Support Technicians who are the first line of defense. They are responsible for performing an initial diagnosis of the issue and documenting their findings. Then, they formulate and execute a strategy to fix the issue.
Document and Maintain IT Inventory
Part of maintaining the health of a network involves keeping meticulous records on the age of each machine on the network. Older machines are more susceptible to hardware issues and may need more-frequent maintenance. IT Support Technicians keep track of these records and perform these maintenance routines.
Review and Resolve IT Helpdesk Requests
This is the customer service portion of the job. IT Support Technicians are the “face” of the helpdesk. If someone from another department needs IT, it is IT Support Technicians who answer the call. This duty takes patience and good communication skills.
Prioritize and Escalate Issues as Necessary
Some issues are more pressing than others. It is up to IT Support Technicians to prioritize issues based on severity and immediacy. Some problems they won’t have the expertise to solve and must escalate to the IT Supervisor. Each company has a slightly different protocol for this process.
IT Support Technician Skills
Half customer service role and half tech position, IT Support Technicians must have a unique blend of technical IT skills and service-based soft skills. Good IT Support Technicians are organized multi-taskers who can work in a fast-paced environment. They have inquisitive minds that help them ask the right questions necessary to diagnose and repair hardware and software issues. To succeed in their fast-paced environment, IT Support Technicians must have the time management skills necessary to prioritize tasks based on immediacy. The following are the skills employers find most desirable in IT Support Technician candidates.
- An advanced understanding of network wiring and TCP-IP and the ability to use such understanding to build and maintain a functional network.
- Ability to listen actively and extract the important information from user complaints
- Analyzing hardware and software malfunctions to diagnose the root cause of the issue
- Developing and implementing IT maintenance policies and procedures
- Communicating and collaborating with other IT Support Technicians to proactively solve problems too complex for one person
Tools of the Trade
The following are a couple of tools used by IT Support Technicians to perform their duties.
- Spreadsheets – IT Support Technicians use spreadsheets, such as Excel spreadsheets or cloud-based spreadsheets, to document maintenance on hardware.
- CRM Software – Client relationship management software is used by the IT department of some organizations to provide IT Support Technicians with an easy way to organize and prioritize issues.
IT Support Technician Education and Training
Since the role of IT Support Technician is an entry-level position, the education requirements are minimal. Most candidates have an Associate’s degree in Computer Science. Some companies may provide on-the-job training to those with a High School Diploma if they are the right candidate. Those looking to advance in the industry typically have a Bachelor’s degree in Information Technology, Computer Science or a related field.
IT Support Technician Salary
The national median salary for IT Support Technicians is $49,930. Those in the 90th percentile make $82,160, and those in the 10th percentile make $29,440. Pay typically depends upon IT acumen, experience in the industry and number of professional certifications.
IT Support Technician Resources
Are you interested in learning more about the field of Information Technology, or what it is like to be an IT Support Technician? If so, check out the list of resources below.
The Association for Information Technology Professionals – This organization has been around since the 1950’s, making it one of the oldest professional organizations in the IT industry. It has since grown to an international organization with chapters all over the globe.
NSIS – NSIS is an IT company based in the UK, and their blog is one of the highest ranking in the IT space. They update with an average of 2 posts per month and cover the hottest IT support issues.
A+ Guide to IT Support by Jean Andrews – Jean Andrews is a best-selling author in the IT space, and the 9th edition of this IT guide is a big reason why. It covers everything you need to know about IT support.
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