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Information Technology Support Technician

Also known as Computing Support Technician.

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

TASKS

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 programmes 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
make sure users can use the equipment by providing personal tuition and self-help instructions
undertake housekeeping and reporting functions for the area of responsibility

PERSONAL REQUIREMENTS

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

Good Outlook for this career!

Interest Area

SPECIALISATIONS

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 - provides assistance and technical support to users of the internet and associated computer hardware and software.

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 - assists clients using personal computing technology.

EDUCATION & TRAINING

To become an IT support technician you usually have to complete a VOC 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 may be able to study through distance education.

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.

Additional Information

Once you are employed, you may be able to develop, and have recognised, additional skills under the Information and Communications Technology Training Package that will expand your career opportunities within this industry.

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.

EMPLOYMENT OPPORTUNITIES

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.