How to become an Information Technology Support Technician

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 for an 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 an 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 an 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.

Tasks

  • Determining software and hardware requirements to provide solutions to problems.
  • Responding to inquiries about software and hardware problems.
  • Designing and maintaining web sites.
  • Repairing and replacing peripheral equipment such as terminals, printers and modems.
  • Ensuring efficient use of applications and equipment.
  • May work in a call centre.
  • Installing and downloading appropriate software.
  • Implementing computer networks.
  • Adapting existing programs to meet users' requirements.

Employment Opportunities for an 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.


Specializations

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.

Help Desk Operator

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

Information Technology Support Technician

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

  • Average age
    Average age
    36 years
  • Future Growth
    Future Growth
    Very strong
  • Gender Share
    Gender Share
    22% female
  • Average full-time
    Average full-time
    41 hours
  • Weekly Pay
    Weekly Pay
    $1,498
  • Skill level rating
    Skill level rating
    High skill
  • Unemployment
    Unemployment
    Lower unemployment
  • Full-Time Share
    Full-Time Share
    83% Full-Time
  • Employment Size
    Employment Size
    65,800 workers
  • Employment Size
    Employment by state
    ACT: 4.0%
    NSW: 34.7%
    NT: 0.8%
    QLD: 16.9%
    SA: 6.5%
    TAS: 1.6%
    VIC: 26.8%
    WA: 8.6%
  • Employment Size
    Age brackets
    15-19: 1.8%
    20-24: 9.9%
    25-34: 33.3%
    35-44: 27.4%
    45-54: 17.2%
    55-59: 5.6%
    60-64: 3.1%
    65 and Over: 1.6%
  • Employment Size
    Education level
    Advanced Diploma/Diploma: 18.6%
    Bachelor degree: 30.8%
    Below Year 10: 0%
    Certificate III/IV: 13.8%
    Post Graduate/Graduate Diploma or Graduate Certificate: 12.2%
    Year 10 and below: 3.3%
    Year 11: 2.3%
    Year 12: 19%
    Years 11 & 10: 7.8%
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