Information Technology Support Technician

Alternative Titles: Computing Support Technician

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

The tasks within these support roles will vary with the IT facilities and the nature of the organisation, and might include:

  • identifying the hardware and software needed to provide solutions to problems
  • assisting in the customisation and adaptation of existing programs to meet users' requirements
  • providing telephone, face-to-face and online support to customers
  • installing and downloading appropriate software
  • connecting users to networks and providing initial training in facilities and applications
  • talking with vendors and programmers
  • providing information relating to customers' hardware and software purchasing decisions
  • making sure users can use the equipment, by providing personal tuition and self-help instructions
  • undertaking housekeeping and reporting functions for the area of responsibility.

An information technology support technician may specialise as a:

Help Desk Operator who is generally involved in the provision of telephone, system or Internet support to users of particular IT products.

Internet Services and Support Person who provides assistance and technical support to users of the Internet and associated computer hardware and software.

Network Support Person who assists users who are connected to in-house networks such as local area networks, to larger distributed mainframe systems and to the Internet.

Personal Computer (PC) User Support Person who assists staff using personal computing technology.

Required Skills - 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
  • technical aptitude
  • methodical and disciplined approach to problem solving

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