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).
*Current as of December 2022.
Integrity, Initiative, Dependability, Communication, Basic Computer Competencies, Logic, Critical & Analytical Thinking, Science & Technology, Problem Solving & Decision Making, Teamwork, Detail Orientation
Uses components of commonly
used computer hardware, software, applications, etc.; diagnoses customer problems; and provides troubleshooting and issue resolution support.
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.
Troubleshoots basic issues and identifies resolution tasks.
Track-specific examples:
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).
Troubleshoots and effectively resolves basic to moderate infrastructure issues with confirmation from the customer that the issue has been resolved.
Assembles, configures, installs; maintains, and repairs computer and device hardware and IT systems.
Describes how to properly install and connect hardware.
Track-specific:
Server: Describes how to connect servers.
Network: Describes how to connect and integrate hardware to network.
Desktop: Connects and tests work stations including computers cables, and docking stations.
Installs, connects, and tests hardware.
Track-specific:
Server: Connects, configures, and tests server hardware.
Network: Connects, integrates, and tests hardware to network.
Desktop: Repairs individual parts or components within a computer/ device.
Track-specific:
Server: Repairs individual parts of an IT server. Performs routine maintenance or standard repairs to hardware components or equipment.
Network: Performs routine maintenance or standard repairs to network components or equipment.
Desktop: Troubleshoots and repairs failed hardware for end-user computers/ devices.
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.
Navigates and uses operating systems (e.g., Apple, Microsoft Windows, Android, Linux, iOS).
Track-specific:
Server: Windows or Linux
Network: may navigate and use multiple OSs
Desktop: Microsoft, Android, and Apple, Chrome
Installs and configures operating systems Addresses individual user issues and assists with issues of larger scope.
Track-specific:
• Network: Configures OSs, does not install.
Configures, optimizes, and maintains (e.g., patching or security updates), and troubleshoots operating systems for a larger scope of IT systems (e.g., a section or department of computers in a company).
Installs, configures, and maintains a wide variety of software applications.
Demonstrates ability to use basic application menus and functions.
Track-specific:
Server: Active Directory (Windows), IIS (web server)
Network: IT support applications; Cloud and SaaS
Desktop: Business productivity such as MS Office Suite (end-user)
Installs, performs initial configuration, and tests a wide variety of software applications specific to their track (server, network, or desktop).
Performs advanced configuration and maintains and enhances a wide variety of software applications.
Provides network support with commonly used tools/devices, including: routers, switches, wireless, ethernet cabling, and firewalls; manages IP addresses and runs cabling.
Provides basic network support using common diagnostic devices (e.g., WireShark, Cisco switches). Describes OSI layers, WAN, and LAN.
Repairs and replaces cabling and most networking hardware (e.g., routers, switches, wireless, and firewalls).
Track-specific:
Server: Repairs individual parts
of an IT server. Performs routine maintenance or standard repairs to hardware components or equipment.
Network: Performs routine maintenance or standard repairs to network components or equipment.
Desktop: Troubleshoots and repairs failed hardware for end-user computers/devices.
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.
Describes how to properly secure the portion of the IT infrastructure in their area of responsibility.
Track-specific:
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.
Documents security measures and adheres to risk, compliance, and company policy.
Implements and documents security measures.
Aids in recovery when problems arise (e.g. eradicates a virus, solves for a hard drive crash).
Analyzes security scans and implements remediation action steps (e.g., security patching).
To be an IT Support Technician, you need career and technical training. Some employers may require a certification or an associate degree in Information Technology or related field. Other preferred and/or required certifications for a IT Support Technician include: FCC License (useful, not required), Microsoft Technology Associate (MTA) CompTIA A+, Net +, Security +, CCNET, and Specific Product/Vendor Certifications.
Below is a list of TechPoint programs and our partner programs in Indiana that offer experiences to develop digital skills for an IT Support Technician. These include certificate and degree attainment, internship programs, and mentorship to help you prepare for a career in tech.
Want to try on IT Support? Explore our free virtual work simulation through Forage and gain hands on experience for this role directly from industry: Technology Work Simulation
Here are the TechPoint programs and partner organizations for K-12 students to get training and experience in this field.
Here are the TechPoint programs and partner organizations for college students to get training experience in this field.
Here are the TechPoint programs and partner organizations for career changers to get training and experience in this field.
