How to become a Information Technology Support Technician

Information technology (IT) support technicians provide technical advice and support to help people use computer software and hardware effectively.

Personal requirements of a Information Technology Support Technician

  • Strong client focus and genuine desire to assist
  • Analytical skills
  • Persistence
  • Good communication skills
  • Able to work as part of a team
  • Patient and tolerant
  • Aptitude for technical activities
  • Methodical and disciplined approach to problem-solving

Education & Training for a Information Technology Support Technician

To become an IT support technician you usually have to complete a VET qualification in information, digital media and technology; information technology; information technology support; or computer systems technology. As subjects and prerequisites can vary between institutions, you should contact your chosen institution for further information. You can also become an IT support technician through a traineeship in Information, Digital Media and Technology; Information Technology; Information Technology Support; or Computer Systems Technology. Entry requirements may vary, but employers generally require Year 10. For more details, see Section 2. Ask your career adviser about the possibility of starting some of this training in school.

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Duties & Tasks of a Information Technology Support Technician

IT support technicians may perform the following tasks:

  • identify the hardware and software needed to provide solutions to problems
  • assist with the customisation and adaptation of existing programs to meet users’ requirements
  • provide telephone, face-to-face and online support to customers
  • download and install appropriate software
  • connect users to networks and provide initial training in facilities and applications
  • talk with vendors and programmers
  • provide information relating to customers’ hardware and software purchasing decisions
  • ensure users can use the equipment by providing personal tuition and self-help instructions
  • undertake housekeeping and reporting functions for the area of responsibility.

Employment Opportunities for a Information Technology Support Technician

IT support technicians work in a range of occupational environments. They may work in IT-specific industries or in any industry requiring IT expertise. They may work as a member of a team or individually. With experience, and sometimes further training, there are opportunities for self-employment or promotion to supervisory positions.


Help Desk Operator

A help desk operator is usually involved in the provision of telephone or internet support to users of particular IT products.

Internet Services and Support Person

An internet services and support person provides assistance and technical support to users of the internet and associated computer hardware and software.

Network Support Person

A network support person assists users who are connected to in-house networks (such as local area networks), larger distributed mainframe systems and to the internet.

Personal Computer (PC) User Support Person

A personal computer (pc) user support person assists clients using personal computing technology.

Additional Information
Membership of the Australian Computer Society is available to those who hold, or are working towards, suitable qualifications. There is a range of membership types available, allowing progression through the various levels as a member’s career develops.
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