What does a computer support technician do?
A computer support technician is responsible for diagnosing and resolving computer and network issues, identifying the source of malfunctions, and improving infrastructure to avoid downtimes and operational delays. Computer support technicians manage the efficiency of all equipment and peripherals for the computers, assist in installing components, and keeping adequate resources or alternatives for defective items. They also recommend minimal costs technology materials and create troubleshooting manuals for reference, ensuring that the network processes adhere to internal guidelines and regulations.
Computer support technician responsibilities
Here are examples of responsibilities from real computer support technician resumes:
- Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
- Used and become familiar with LINUX network file system.
- Used Linux operating system to recover data from hard drives.
- Support & troubleshoot VPN, Internet connections, email, browser and OS errors.
- Network troubleshooting (proxy setting, TCP/IP configuration, DNS servers, etc . )
- Install and configure new office computers to connect to the office network and the Internet via TCP/IP.
- Provide remote assistance to clients (over the phone or computer) using software compatible with their machine and OS.
- Provide support for all computer relate hardware including cabling new offices and manufacturing facilities, and installing new terminals and PCs.
- Disconnect and reconnect PCs when relocate.
- Provide on boarding support configuring new workstations, interrelate hardware and software utilizing SCCM.
- Contact appropriate agencies for patients who present with potential domestic issues, while upholding company privacy policies and patient confidentiality.
- Prepare documentation and technical guides for end-user staff via Microsoft SharePoint.
- Develop and administer SharePoint web sites and relate security groups for FSDE and subordinate offices.
- Configure wireless routers and network connections, enable wireless encryption, and troubleshot connectivity issues.
Computer support technician skills and personality traits
We calculated that 11% of Computer Support Technicians are proficient in Customer Service, Technical Support, and Computer Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Computer Support Technicians that have these skills listed on their resume here:
- Customer Service, 11%
Provided excellent customer service to people of various technical abilities ranging from novices to highly advanced computer users.
- Technical Support, 8%
Functioned as a computer application designer/programmer, data analyst, and technical support specialist with comprehensive hardware and software expertise.
- Computer Support, 7%
Certified computer support technician with over 5 years experience providing technical assistance to consumers and business professionals.
- Desk Support, 4%
Provided computer help desk support via telephone/in-person communications with end-users.
- Mac, 4%
Performed PC and Mac hardware and software repair and support for a body of 10,000 students, faculty, and staff.
- Computer System, 4%
Tasked with repairing desktop computer systems and the installation of software in a Microsoft environment
Most computer support technicians use their skills in "customer service," "technical support," and "computer support" to do their jobs. You can find more detail on essential computer support technician responsibilities here:
Customer-service skills. To carry out their duties, the most important skill for a computer support technician to have is customer-service skills. Their role and responsibilities require that "computer support specialists must be patient and sympathetic." Computer support technicians often use customer-service skills in their day-to-day job, as shown by this real resume: "provided excellent customer support services geared towards small business owners and residential customers. "
Listening skills. Another soft skill that's essential for fulfilling computer support technician duties is listening skills. The role rewards competence in this skill because "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." According to a computer support technician resume, here's how computer support technicians can utilize listening skills in their job responsibilities: "communicated with customers to solve technical problems pertaining to their dell computer systems. "
Problem-solving skills. Another skill that relates to the job responsibilities of computer support technicians is problem-solving skills. This skill is critical to many everyday computer support technician duties, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." This example from a resume shows how this skill is used: "trained new employees in customer support and problem resolution. "
Speaking skills. For certain computer support technician responsibilities to be completed, the job requires competence in "speaking skills." The day-to-day duties of a computer support technician rely on this skill, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." For example, this snippet was taken directly from a resume about how this skill applies to what computer support technicians do: "provided onsite customer support with procedures, troubleshoot problems and determine cause of problem and presented hardware and software solutions when appropriate. "
Writing skills. Another common skill required for computer support technician responsibilities is "writing skills." This skill comes up in the duties of computer support technicians all the time, as "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." An excerpt from a real computer support technician resume shows how this skill is central to what a computer support technician does: "assisted teachers/students with hardware/software issues, writing and problem-solving suggestions. "
The three companies that hire the most computer support technicians are:
- Leidos9 computer support technicians jobs
- SAIC3 computer support technicians jobs
- My Florida Regional Mls3 computer support technicians jobs
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Compare different computer support technicians
Computer support technician vs. Administrative technical support
Administrative technical support maintains every technical set-up used in a company. Their primary responsibility is to inspect a company's systems, evaluate for issues, and repair any problems immediately. Administrative technical support is typically on call at the start of the day and, when they are not responding to calls, they conduct regular check-ups on all company systems. They are also responsible for creating technical reports and offering recommendations for improvements.
There are some key differences in the responsibilities of each position. For example, computer support technician responsibilities require skills like "computer support," "software installation," "laptop computers," and "os." Meanwhile a typical administrative technical support has skills in areas such as "troubleshoot," "phone calls," "data entry," and "sharepoint." This difference in skills reveals the differences in what each career does.
Administrative technical supports tend to reach similar levels of education than computer support technicians. In fact, administrative technical supports are 2.7% more likely to graduate with a Master's Degree and 0.0% less likely to have a Doctoral Degree.Computer support technician vs. Technical support engineer
A technical support engineer is responsible for responding to customer issues, providing immediate resolutions to their system issues through remote assistance. Technical support engineers must have strong knowledge of software and hardware applications to diagnose system defects and process troubleshooting. They also assist customers with the installation of programs and updates to improve system performance, escalating high-level concerns to appropriate internal technology teams. A technical support engineer must have strong command with technical systems, as well as excellent communication and time-management skills to understand clients' issues while documenting procedures.
In addition to the difference in salary, there are some other key differences worth noting. For example, computer support technician responsibilities are more likely to require skills like "computer support," "desk support," "network printers," and "remote desktop." Meanwhile, a technical support engineer has duties that require skills in areas such as "troubleshoot," "java," "customer issues," and "database." These differences highlight just how different the day-to-day in each role looks.
Technical support engineers may earn a higher salary than computer support technicians, but technical support engineers earn the most pay in the technology industry with an average salary of $82,316. On the other hand, computer support technicians receive higher pay in the manufacturing industry, where they earn an average salary of $46,827.Average education levels between the two professions vary. Technical support engineers tend to reach similar levels of education than computer support technicians. In fact, they're 4.6% more likely to graduate with a Master's Degree and 0.0% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for computer support technicians in the next 3-5 years?
Ming Chow
Associate Teaching Professor, Tufts University
References:
1. cybersecurity
2. cybersecurity
Computer support technician vs. Systems support
A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.
The required skills of the two careers differ considerably. For example, computer support technicians are more likely to have skills like "computer support," "desk support," "laptop computers," and "pcs." But a systems support is more likely to have skills like "troubleshoot," "pc," "provides technical support," and "desktop support."
Systems supports earn the best pay in the professional industry, where they command an average salary of $72,760. Computer support technicians earn the highest pay from the manufacturing industry, with an average salary of $46,827.Most systems supports achieve a similar degree level compared to computer support technicians. For example, they're 3.4% more likely to graduate with a Master's Degree, and 0.0% more likely to earn a Doctoral Degree.Computer support technician vs. Technician support tier
A technician support tier focuses on providing technical support to clients or employees within a company. Typically working in a team setting, a technician support tier addresses technical problems and troubleshoots to identify the root of the issues and perform necessary corrective measures or repairs. Their responsibilities also revolve around responding to inquiries, answering calls and correspondence, conducting regular maintenance of systems and networks, maintaining records of all transactions, and supporting software and networks. Furthermore, it is essential to coordinate with all team members while adhering to the company's policies and regulations.
Even though a few skill sets overlap between computer support technicians and technician support tiers, there are some differences that are important to note. For one, a computer support technician might have more use for skills like "computer support," "desk support," "mac," and "network printers." Meanwhile, some responsibilities of technician support tiers require skills like "lan wan," "phone calls," "cisco ios," and "tier ii. "
Technician support tiers enjoy the best pay in the technology industry, with an average salary of $62,098. For comparison, computer support technicians earn the highest salary in the manufacturing industry.technician support tiers reach similar levels of education compared to computer support technicians, in general. The difference is that they're 1.5% more likely to earn a Master's Degree, and 0.1% less likely to graduate with a Doctoral Degree.Types of computer support technician
Updated January 8, 2025
