An information technology (IT) support technician is a professional who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members. IT support technicians are involved in inspecting and resolving minor local area network and wireless network issues, which include TCP/IP, DHCP, and VPN. They are also required to obtain an associate's degree in computer science or related field.

Information Technology/Support Technician Responsibilities

Here are examples of responsibilities from real information technology/support technician resumes representing typical tasks they are likely to perform in their roles.

  • Manage DHCP entries, assign and reserve IP addresses for different sites and locations.
  • Manage companies ShoreTel VoIP telephone system.
  • Manage and maintain network peripherals including printers, workstations and network connections.
  • Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
  • Furnish technical assistance with VoIP system maintenance.
  • Use SCCM to remotely support and install software allowing for a reduction in troubleshooting times.
  • Used SCCM to push silent installations that update during night while users are off of work.
  • Provide TCP/IP admin of staff and client computers and admin of file and print servers for staff domain.
  • Perform TCP/IP diagnostics and connectivity issues
  • Help maintain Linux application and development servers.
  • Perform basic troubleshooting on PCs and internet connectivity.
  • Maintain and troubleshot Linux base camera surveillance systems.
  • Conduct remote access/diagnostics to troubleshoot and resolve desktop application issues.
  • Provide professional end-user support on issues with PC applications and telephony.
  • Interface with administrators and end-users to accurately troubleshoot and correct hardware/software issues.

Information Technology/Support Technician Skills and Personality Traits

We calculated that 12% of Information Technology/Support Technicians are proficient in Customer Service, Troubleshoot, and Computer System. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.

We break down the percentage of Information Technology/Support Technicians that have these skills listed on their resume here:

  • Customer Service, 12%

    Provide exceptional customer service to clients by performing all necessary electronic maintenance and refer any recommendations upon request or as needed.

  • Troubleshoot, 9%

    Provide server maintenance, troubleshoot technical problems and perform operating system administration with Windows-based computer systems.

  • Computer System, 6%

    Follow customer computer system hardware and software specifications based on the configuration services being performed and the instructions supplied.

  • Desk Support, 5%

    Help Desk Support and Mobile support/implementation.

  • Phone Calls, 4%

    Answer phone calls about any network or information technology-related question.

  • Remote Desktop, 3%

    Provided remote support to customers using remote desktop tools including TeamViewer and Remote Desktop Connection.

"customer service," "troubleshoot," and "computer system" aren't the only skills we found information technology/support technicians list on their resumes. In fact, there's a whole list of information technology/support technician responsibilities that we found, including:

  • The most important skills for an information technology/support technician to have in this position are customer-service skills. In this excerpt that we gathered from a information technology/support technician resume, you'll understand why: "computer support specialists must be patient and sympathetic" According to resumes we found, customer-service skills can be used by a information technology/support technician in order to "install new and or update software ensuring error free performance, fortify network security and provided customer support network administration"
  • Another trait important for fulfilling information technology/support technician duties is listening skills. According to a information technology/support technician resume, "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Here's an example of how information technology/support technicians are able to utilize listening skills: "communicated with lan and wan clients by phone, email, fax, regular mail, and in person visits. "
  • Information technology/support technicians are also known for problem-solving skills, which can be critical when it comes to performing their duties. An example of why this skill is important is shown by this snippet that we found in a information technology/support technician resume: "support workers must identify both simple and complex computer problems, analyze them, and solve them." We also found this resume example that details how this skill is put to the test: "maintain accurate documentation of all corporate hardware and software assets to facilitate customer support and problem resolution. "
  • An information technology/support technician responsibilities sometimes require "speaking skills." The responsibilities that rely on this skills are shown by this resume excerpt: "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." This resume example shows how this skill is used by information technology/support technicians: "addressed and rectified operating systems problems redhat linux and windows xp, worked with microsoft or other vendors as necessary. "
  • As part of the information technology/support technician description, you might find that one of the skills that might be helpful to the job is "writing skills." A information technology/support technician resume included this snippet: "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." This skill could be useful in this scenario: "repair virus protection software installations and updates responsible for writing university printer policy. "
  • See the full list of information technology/support technician skills.

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    What Technician Support Tiers Do

    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.

    In this section, we compare the average information technology/support technician annual salary with that of a technician support tier. Typically, technician support tiers earn a $9,298 higher salary than information technology/support technicians earn annually.

    While the salaries between these two careers can be different, they do share some of the same responsibilities. Employees in both information technology/support technicians and technician support tiers positions are skilled in customer service, computer system, and phone calls.

    As far as similarities go, this is where it ends because an information technology/support technician responsibility requires skills such as "troubleshoot," "desk support," "os," and "network printers." Whereas a technician support tier is skilled in "technical support," "cisco ios," "tier ii," and "lan." So if you're looking for what truly separates the two careers, you've found it.

    Technician support tiers really shine in the technology industry with an average salary of $62,098. Whereas information technology/support technicians tend to make the most money in the technology industry with an average salary of $53,210.

    On average, technician support tiers reach similar levels of education than information technology/support technicians. Technician support tiers are 2.0% less likely to earn a Master's Degree and 0.1% less likely to graduate with a Doctoral Degree.

    What Are The Duties Of a 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 next role we're going to look at is the systems support profession. Typically, this position earns a higher pay. In fact, they earn a $18,440 higher salary than information technology/support technicians per year.

    While the salary may be different for these job positions, there is one similarity and that's a few of the skills needed to perform certain duties. We used info from lots of resumes to find that both information technology/support technicians and systems supports are known to have skills such as "customer service," "troubleshoot," and "computer system. "

    While some skills are similar in these professions, other skills aren't so similar. For example, several resumes showed us that information technology/support technician responsibilities requires skills like "desk support," "phone calls," "user support," and "pcs." But a systems support might use skills, such as, "technical support," "pc," "provides technical support," and "desktop support."

    It's been discovered that systems supports earn higher salaries compared to information technology/support technicians, but we wanted to find out where systems supports earned the most pay. The answer? The professional industry. The average salary in the industry is $72,760. Additionally, information technology/support technicians earn the highest paychecks in the technology with an average salary of $53,210.

    In general, systems supports study at similar levels of education than information technology/support technicians. They're 2.9% more likely to obtain a Master's Degree while being 0.1% more likely to earn a Doctoral Degree.

    How an Administrative Technical Support Compares

    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.

    The administrative technical support profession generally makes a higher amount of money when compared to the average salary of information technology/support technicians. The difference in salaries is administrative technical supports making $1,162 higher than information technology/support technicians.

    While looking through the resumes of several information technology/support technicians and administrative technical supports we discovered that both professions have similar skills. These similarities include skills such as "customer service," "troubleshoot," and "computer system," but they differ when it comes to other required skills.

    As mentioned, these two careers differ between other skills that are required for performing the work exceedingly well. For example, gathering from information technology/support technicians resumes, they are more likely to have skills like "os," "database," "switches," and "tcp ip." But a administrative technical support might have skills like "technical support," "data entry," "email accounts," and "sql server."

    Administrative technical supports typically study at similar levels compared with information technology/support technicians. For example, they're 2.2% more likely to graduate with a Master's Degree, and 0.1% more likely to earn a Doctoral Degree.

    Description Of a Computer Technician

    Computer technicians are skilled information technology professionals who handle concerns related to computers. They are responsible for assisting clients in software installations, troubleshooting needs, and repair needs. Computer technicians handle the maintenance and repair of both software and hardware of computers. They should be able to quickly pinpoint the causes of computer problems that the client encounters. They should also be able to answer the clients' computer-related inquiries and provide advice on proper computer handling. Computer technicians should have good analytical skills and decision-making skills.

    Computer technicians tend to earn a lower pay than information technology/support technicians by about $5,824 per year.

    While their salaries may vary, information technology/support technicians and computer technicians both use similar skills to perform their jobs. Resumes from both professions include skills like "customer service," "computer system," and "desk support. "

    Each job requires different skills like "troubleshoot," "phone calls," "remote desktop," and "user support," which might show up on an information technology/support technician resume. Whereas computer technician might include skills like "technical support," "laptop computers," "lan," and "peripheral devices."

    Now, let's take a closer look at the financials in each career. The government industry tends to pay more for computer technicians with an average of $48,277. While the highest information technology/support technician annual salary comes from the technology industry.

    Computer technicians reach similar levels of education when compared to information technology/support technicians. The difference is that they're 1.4% more likely to earn a Master's Degree less, and 0.1% more likely to graduate with a Doctoral Degree.

    What an Information Technology/Support Technician Does FAQs

    What Does An It Support Technician Do?

    An IT support technician assists others with hardware or software challenges. This role may be an onsite internal staff position within a company, or it may be contracted or through a call center. IT support technicians use their understanding of computer systems to assist employees with any technical issues that may arise.

    What Education Is Needed To Become An It Technician?

    Typically an Information Technology (IT) Technician is required to have an associate's or bachelor's degree. These degrees are typically within the field of Information Technology, Computer Science, Computer Information Systems, or a related field.

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