How to become an 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. 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. Entry requirements may vary, but employers generally require Year 10.

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.

Duties & Tasks of a Information Technology Support Technician

IT support technicians:

  • 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.

Avg. weekly wage:


Future growth:

Very strong

Employment by state:

ACT 4%

NSW 34.7%

NT 0.8%

QLD 16.9%

SA 6.5%

TAS 1.6%

VIC 26.8%

WA 8.6%

Hours worked:



Lower unemployment

Gender split:

Male 78%

Female 22%

Education level:

Not completed Year 12: 7.8%

Highest qualification is secondary school: 19%

Highest qualification is a Certificate 3 or 4: 13.8%

Highest qualification is a Diploma or Advanced Diploma: 18.6%

Highest qualification is a Bachelor degree: 30.8%

Highest qualification is a Postgraduate Diploma or Graduate Certificate: 12.2%

Age brackets:

15-19 - 0.1%

20-24 - 6.1%

25-34 - 26.8%

35-44 - 22.6%

45-54 - 19.5%

55-59 - 8.2%

60-64 - 7.1%

65 and Over - 9.5%

*The data above is sourced from the Department of Employment’s Job Outlook website.

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