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IT Support Technician

What is an IT Support Technician?

Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

IT Support Technicians can expect to make an average salary of $51,700 annually (or $52,800 in total compensation package). The highest earners for this role can expect to see around $58,300 annually (or $59,900 in total compensation).

IT Support Technician Salary Range

$ 0
25th Percentile
$ 0
50th Percentile
$ 0
75th Percentile

*Current as of December 2022.  

Foundational Skills

Integrity, Initiative, Dependability, Communication, Basic Computer Competencies, Logic, Critical & Analytical Thinking, Science & Technology, Problem Solving & Decision Making, Teamwork, Detail Orientation

Occupational Skills

Tech Support: Infrastructure

Uses components of commonly used computer hardware, software, applications, etc.; diagnoses customer problems; and provides troubleshooting and issue resolution support.

Novice Level
  • Provide technical assistance to computer users

  • Answer questions or resolve computer problems for clients in person, or via telephone or electronically

  • May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems

Emerging Level

Troubleshoot basic issues and identifies resolution tasks.  Track-specific examples include:

  • Server: The server is out of hard drive space

  • Network: A jack is giving erroneous information

  • Desktop: There are errors in end-user applications (e.g., Outlook is crashing)

Proficient Level
  • Troubleshoot and effectively resolve basic to moderate infrastructure issues with confirmation from the customer that the issue has been resolved

IT/Hardware

Assembles, configures, installs; maintains, and repairs computer and device hardware and IT systems.

Novice Level

Describe how to properly install and connect hardware. Track-specific examples include:

  • Server: Describe how to connect servers

  • Network: Describe how to connect and integrate hardware to network

  • Desktop: Connect and test work stations including computers cables, and docking stations

Emerging Level

Install, connect, and test hardware.  Track-specific examples include:

  • Server: Connect, configure, and test server hardware

  • Network: Connect, integrate, and test hardware to network

  • Desktop: Repair individual parts or components within a computer/device

Proficient Level

Track-specific examples include:

  • Server: Repair individual parts of an IT server and performs routine maintenance or standard repairs to hardware components or equipment

  • Network: Perform routine maintenance or standard repairs to network components or equipment

  • Desktop: Troubleshoot and repair failed hardware for end-user computers/ devices

Core Operating Systems

Demonstrates familiarity with the use of multiple operating systems (e.g., Apple, Microsoft, Android, Linux) for computer and mobile devices and installs, configures, and maintains at least one of those operating systems.

Novice Level

Navigate and use operating systems (e.g., Apple, Microsoft Windows, Android, Linux, iOS).  Track-specific examples include:

  • Server: Windows or Linux

  • Network: may navigate and use multiple OSs

  • Desktop: Microsoft, Android, and Apple, Chrome

Emerging Level

Install and configure operating systems, addressing individual user issues and assists with issues of larger scope.  Track-specific examples include:

  • Network: Configure OSs, does not install
Proficient Level
  • Configure, optimize, and maintain (e.g., patching or security updates), and troubleshoot operating systems for a larger scope of IT systems (e.g., a section or department of computers in a company)

Software Applications

Installs, configures, and maintains a wide variety of software applications.

Novice Level

Demonstrate the ability to use basic application menus and functions. Track-specific examples include:

  • Server: Active Directory (Windows), IIS (web server)

  • Network: IT support applications; Cloud and SaaS

  • Desktop: Business productivity such as MS Office Suite (end-user)

Emerging Level
  • Install, perform initial configuration, and test a wide variety of software applications specific to their track (server, network, or desktop)
Proficient Level
  • Perform advanced configurations
  • Maintain and enhance a wide variety of software applications

General Networking Tools and Concepts (Network Only)

Provides network support with commonly used tools/devices, including: routers, switches, wireless, ethernet cabling, and firewalls; manages IP addresses and runs cabling.

Novice Level
  • Provide basic network support using common diagnostic devices (e.g., WireShark, Cisco switches). Describes OSI layers, WAN, and LAN
Emerging Level
  • Repair and replace cabling and most networking hardware (e.g., routers, switches, wireless, and firewalls)
Proficient Level

Track-specific examples include:

  • Server: Repair individual parts of an IT server. Perform routine maintenance or standard repairs to hardware components or equipment

  • Network: Perform routine maintenance or standard repairs to network components or equipment

  • Desktop: Troubleshoot and repair failed hardware for end-user computers/devices

General Information Security

Installs, configures, troubleshoots, tests, and maintains in a secure manner the portion of the IT environment under their responsibility (networks, communication, hardware, software, and other devices) to ensure confidentiality, integrity, and availability.

Novice Level

Describes how to properly secure the portion of the IT infrastructure in their area of responsibility. Track-specific examples include:

  • Server: Describes how to protect and secure server, hardware, and operating systems

  • Network: Describes how to protect and secure network hardware

  • Desktop: Describes how to protect and secure end-user work stations including computers and devices

Emerging Level
  • Documents security measures and adheres to risk, compliance, and company policy
Proficient Level
  • Implement and document security measures

  • Aid in recovery when problems arise (e.g. eradicates a virus, solves for a hard drive crash)

  • Analyze security scans and implement remediation action steps (e.g., security patching)

Pathway

IT Support Technician

The pathway below represents an example career pathway in the ever-changing Digital Innovation Economy.

IT Support Technician

systems administrator

tech manager

network engineer

solutions architect / sales engineer

tech lead

resources

Experience + Training

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