Who is an IT Support Technician? Skills, Responsibilities, Salary

Webmasters, software developers, engineers, and IT support technicians are just a few of the many professions in the wide field of information technology. IT support technicians are experts who assist in fixing technical issues for both individual and corporate clients. They usually serve as vital employees because most businesses depend on employees using technology to carry out their jobs well. In this article I will explain what is IT support technician, their duties, how to become one, their pay and employment prospects, and the frequently needed abilities for success.

Who is the IT Support Technician?

An IT support specialist, sometimes referred to as an IT support technician or help desk technician, is a specialist who offers technical support and assistance to end users in an organization. In order to guarantee the seamless and effective operation of technological systems, their main responsibility is to assist users in resolving problems with computer hardware, software, and networks.

IT support specialists are in charge of remote or in-person diagnosing and troubleshooting issues that users report. They offer advice on how to use different tech tools and applications and help with system configurations and software installations.

What Does an IT Support Technician Do?

The following are IT support technician job duties:

• Carrying out diagnostic tasks: Diagnosing equipment issues for customers is one of an IT support technician’s most crucial responsibilities.
• Applying analytical techniques: The support professional might attempt to resolve the issue and repair the equipment by using the proper instruments and methods after determining the problem.
• Carrying out monitoring and documenting: Recurring technical difficulties that either happen frequently across devices used by customers or on particular devices may be monitored by an IT support expert. When facing further issues down the road, this can save a ton of time.
• Installing equipment: Before clients can begin using newly acquired equipment, they might need a qualified technician to help them install it. Often, a support technician’s duties are straightforward and regular.
• Client education: Following the repair or resolution of a client’s device issue, the professional support specialist makes sure the customer receives enough knowledge and instruction to keep their device from presenting the same problems in the future. Customers are very appreciative of this, particularly if they lack sufficient technical understanding.
• Keeping records: To make it easier for their team to tackle similar difficulties in the future, IT support specialists who take their work seriously often keep thorough logs of the challenges they run across.

Hope you understand ‘what IT support technicians do’; now let us go on to the qualifications and skills required.

Qualifications and Required Skills

I am highlighting the IT support technician qualification and required skills for an IT Support Technician role:

• Education: A high school diploma or equivalent is typically required, though an associate’s or bachelor’s degree in Computer Science or Information Technology can be advantageous.
• Technical Proficiency: Strong understanding of computer hardware, software, and operating systems (e.g., Windows, macOS, Linux). Familiarity with troubleshooting tools and techniques is essential.
• Customer Service Skills: Excellent communication and interpersonal skills to provide friendly and effective support to end-users. Patience and empathy are crucial when assisting users with technical issues.
• Problem-Solving Abilities: Ability to diagnose and resolve hardware, software, and network issues efficiently. Critical thinking and analytical skills are important for troubleshooting complex problems.
• Attention to Detail: Meticulous attention to detail when documenting issues, resolutions, and user instructions. Accurate record-keeping is essential for tracking and resolving recurring issues.
• Time Management: Effective time management skills to prioritize tasks and manage workload efficiently in a fast-paced environment.
• Adaptability: Willingness to learn and adapt to new technologies, procedures, and support systems as technology evolves.
• Teamwork: Ability to collaborate with other IT staff members and departments to resolve issues and improve overall IT operations.
• Certifications: Optional certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation Certification can enhance qualifications and demonstrate proficiency in IT support. ITSM training can be helpful as well.
• Professionalism: Professional demeanor and discretion when handling sensitive information and interacting with users at all levels within the organization

Education, Training, and Certifications

Here’s a breakdown of education, training, and certifications for an IT Support Technician role:

1. Education

• High School Diploma: A high school diploma or equivalent is typically the minimum educational requirement for entry-level IT support positions.
• Associate’s Degree: While not always required, an associate’s degree in Computer Science, Information Technology, or a related field can provide a strong foundation and may be preferred by some employers.
• Bachelor’s Degree: Some employers may prefer candidates with a bachelor’s degree in Computer Science, Information Technology, or a related field for higher-level or specialized IT support roles.

2. Training

• On-the-Job Training: Many IT support technicians receive on-the-job training to familiarize themselves with the organization’s specific systems, software, and procedures.
• Vendor-Specific Training: Training programs offered by technology vendors such as Microsoft, Cisco, or Apple can provide specialized knowledge and skills related to specific products or platforms.
• Online Courses and Tutorials: There are numerous online courses and tutorials available covering a wide range of IT topics, including hardware troubleshooting, software installation, networking fundamentals, and more. These courses will also teach you ‘what an IT support technician does’ in detail

3. Certifications

• CompTIA A+: A foundational CompTIA A+ certification covering essential IT skills, including hardware, software, networking, and security.
• Microsoft Certified: Modern Desktop Administrator Associate: Demonstrates skills in deploying, configuring, securing, managing, and monitoring devices and client applications in an enterprise environment.
• Cisco Certified Entry Networking Technician (CCENT): Validates knowledge and skills required for entry-level network support positions.
• ITIL Certification: ITIL Certification Provides an understanding of IT service management best practices, processes, and terminology.
• Apple Certified Support Professional (ACSP): Demonstrates proficiency in supporting macOS and iOS devices in an enterprise environment.
• Google IT Support Professional Certificate: Offers training in IT support skills, including troubleshooting, customer service, networking, operating systems, and system administration.

IT Support Technician Careers

Now let me explain various IT Support job profiles and what an IT support technician does as per their role. These roles collectively contribute to effective technology integration and strategic alignment within the organization.

1. IT Support Specialist: Provides specialized support for IT systems, software, and hardware, offering expertise in troubleshooting and problem resolution.

Salary: $62,950 per year (Source: Glassdoor)

2. Help Desk Technician: Offers technical assistance and guidance to users experiencing IT-related issues, often via phone, email, or ticketing systems.

Salary: $53,268 per year

3. Desktop Support Technician: Focuses on providing support for desktop computers, including software installation, hardware troubleshooting, and system configuration.

Salary: $59,539 per year

4. Technical Support Analyst: Analyzes technical issues, identifies root causes, and implements solutions to ensure smooth operation of IT systems.

Salary: $65,377 per year

5. IT Service Desk Technician: Manages service requests and incidents, coordinates support activities, and ensures timely resolution of IT issues to minimize disruption to business operations.

Salary: $56,325 per year

6. Systems Support Technician: Provides support for various IT systems, servers, and infrastructure components, ensuring optimal performance and reliability.

Salary: $62,686 per year

7. End-User Support Technician: Assists end-users with IT-related problems, including software usage, account management, and connectivity issues.

Salary: $60,706 per year

8. IT Helpdesk Support Specialist: Specializes in providing support and guidance to users through the IT helpdesk, resolving technical issues, and escalating complex problems as needed.

Salary: $57,030 per year

9. Customer Support Technician: Offers technical assistance and support to customers or clients, addressing inquiries, troubleshooting issues, and providing solutions to enhance customer satisfaction.

Salary: $54,570 per year

10. Network Support Technician: Focuses on supporting and maintaining computer networks, diagnosing network problems, and implementing solutions to ensure network performance and reliability.

Salary: $74,462 per year

IT Support Technician Salary and Job Growth

A. IT Support Technician Salary

Country	Salary per annum
United States	$45,000 to $60,000
United Kingdom	£20,000 to £30,000
Canada	CAD 40,000 to CAD 55,000
Australia	AU$50,000 to AU$70,000
Germany	€35,000 to €50,000

Source: Glassdoor and Payscale

B. Job Growth

The Bureau of Labour Statistics projects that overall employment for IT support technicians will expand by 5% between 2022 and 2032, faster than the average for all occupations. Over the next ten years, an average of 66,500 positions per year are expected to become available for computer support specialists.

Top 10 Companies Hiring IT Support Technicians

Company Name	Average Salary (USD)
Amazon	$24 per hour
Tek Systems	$29 per hour
Los Angeles USD	$26 per hour
Kaiser Permanente	$34 per hour
CompuCom	$24 per hour
Robert Half	$27 per hour
Insight Global	$30 per hour
Lowe’s Home Improvement	$23 per hour
Ferguson Enterprises	$25 per hour
Clark Associates	$23 per hour

Source: Glassdoor

How to Become an IT Support Technician?

By combining education, experience, certifications, and continuous learning, individuals can pave a successful path toward becoming effective IT Support Technician.

• Education: Obtain a high school diploma or equivalent. While not always required, a solid foundation in math, computer science, and technology is beneficial.
• Gain Basic Computer Skills: Develop proficiency in using computers, operating systems (such as Windows or macOS), and common software applications.
• Pursue Formal Education: Consider obtaining an associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field to gain in-depth knowledge of IT concepts and principles.
• Gain Practical Experience to develop IT support technician skills: Seek opportunities for hands-on experience through internships, part-time jobs, or volunteering. This can help you develop technical skills and gain exposure to real-world IT environments.
• Learn Troubleshooting Skills: Develop problem-solving abilities and learn how to diagnose and resolve common technical issues encountered by end-users.
• Obtain Certifications: Consider earning industry-recognized certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation Certification to enhance your qualifications and validate your skills. Consider pursuing KnowledgeHut ITSM training to get the best knowledge.
• Build Communication Skills: Develop strong communication and interpersonal skills to effectively interact with end-users and provide excellent customer service.
• Stay Updated: Keep pace with advancements in technology and IT trends by regularly updating your skills and knowledge through self-study, online courses, and professional development opportunities.
• Network: Build a professional network by attending industry events, joining IT forums or groups, and connecting with professionals in the field. Networking can help you learn about job opportunities and gain valuable insights from experienced IT professionals.
• Apply for Entry-Level Positions: Start applying for entry-level IT Support Technician positions once you have gained the necessary skills and qualifications. Tailor your resume and cover letter to highlight your relevant experience and enthusiasm for the role.

Conclusion

For people who enjoy helping people and have an interest in technology, becoming an IT support technician can be a fulfilling career option. A thorough grasp of knowing what an IT support technician is, computer hardware and software, effective communication skills, and problem-solving talents are among the technical and interpersonal capabilities needed for the position. Credible certifications can help you prove your proficiency in a range of IT support areas, and they are highly appreciated by companies. You can have a prosperous career as an IT specialist by obtaining a certification and gaining real-world experience.

It’s also fantastic that there is lots of room for advancement and that IT support technician salaries are competitive, particularly for entry-level positions. A career in change management is often a safe bet for future job security and the flexibility to work with a variety of organizations, people, and procedures.