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 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
37
Future Growth
Positive
Gender Share
23% female
Average full-time
40 hours
Weekly Pay
$1,442
Skill level rating
Very high skill
Unemployment
Lower unemployment
Full-Time Share
89%
Employment Size
71,300
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%
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%
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%