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Become A Technical Support Technician

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Working As A Technical Support Technician

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $51,000

    Average Salary

What Does A Technical Support Technician Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Technical Support Technician

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Technical Support Technician Jobs

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Technical Support Technician Career Paths

Technical Support Technician
Technical Support Specialist Systems Administrator
Information Technology Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Information Technology Manager Information Technology Director
Chief Information Officer
11 Yearsyrs
Technical Support Specialist Network Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Network Administrator Systems Engineer Project Manager
Service Delivery Manager
10 Yearsyrs
Network Administrator Systems Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Network Technician Consultant Lead Technician
Technical Manager
7 Yearsyrs
Information Systems Technician Network Technician Systems Analyst
Systems Manager
6 Yearsyrs
Network Technician Consultant Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Help Desk Analyst Desktop Support Technician
Senior Desktop Support Technician
6 Yearsyrs
Help Desk Analyst Desktop Support Technician Field Service Technician
Technical Services Manager
7 Yearsyrs
Help Desk Analyst Systems Analyst
Information Systems Manager
6 Yearsyrs
Specialist Customer Service Supervisor
Supervisor, Technical Support
5 Yearsyrs
Team Leader Project Manager Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Field Service Technician Systems Engineer Information Technology Consultant
Information Technology Operations Manager
9 Yearsyrs
Consultant Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Desktop Support Technician Service Desk Analyst Service Desk Supervisor
Service Desk Manager
7 Yearsyrs
Information Systems Technician Information Technology Consultant Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Field Service Technician Technical Support Engineer Technical Support Manager
Technical Support Services Manager
6 Yearsyrs
Information Systems Technician Service Desk Analyst
Incident Manager
9 Yearsyrs
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Do you work as a Technical Support Technician?

Help others decide if this is a good career for them

Average Length of Employment
Systems Support 2.7 years
Junior Technician 1.7 years
Top Careers Before Technical Support Technician
Cashier 16.8%
Internship 3.6%
Technician 3.5%
Manager 3.1%
Server 3.0%
Top Careers After Technical Support Technician
Cashier 10.6%
Technician 4.3%
Manager 2.9%
Server 2.6%
Consultant 2.6%

Do you work as a Technical Support Technician?

Average Yearly Salary
$51,000
View Detailed Salary Report
$28,000
Min 10%
$51,000
Median 50%
$51,000
Median 50%
$51,000
Median 50%
$51,000
Median 50%
$51,000
Median 50%
$51,000
Median 50%
$51,000
Median 50%
$92,000
Max 90%
Best Paying Company
Tech Data
Highest Paying City
San Francisco, CA
Highest Paying State
Connecticut
Avg Experience Level
1.9 years
How much does a Technical Support Technician make at top companies?
The national average salary for a Technical Support Technician in the United States is $51,311 per year or $25 per hour. Those in the bottom 10 percent make under $28,000 a year, and the top 10 percent make over $93,000.

Real Technical Support Technician Salaries

Job Title Company Location Start Date Salary
EMV Technical Support CPI Card Group Colorado Inc. Littleton, CO Sep 16, 2014 $170,000
Technical Support Mitchell/Martin, Inc. Jersey City, NJ Mar 08, 2016 $104,936 -
$124,000
Director, Tech Support Trizetto Corporation, A Cognizant Company Phoenix, AZ Sep 10, 2015 $103,730 -
$123,003
Technical Support HSBC Bank USA, N.A. Jersey City, NJ Sep 12, 2013 $100,000
Technical Support Diversant LLC Charlotte, NC May 07, 2016 $95,000 -
$110,000
Technical Support Mitchell/Martin, Inc. Charlotte, NC Nov 07, 2016 $94,973 -
$110,000
National Technical Support Brainlab, Inc. Danvers, MA Jan 23, 2016 $94,848
National Technical Support Brainlab, Inc. Danvers, MA Oct 02, 2015 $94,848
Technical Support IV Baker Hughes Incorporated Houston, TX Jul 25, 2014 $94,559
Technical Support Technician 4 Siemens Medical Solutions USA, Inc. Cary, NC Oct 16, 2011 $93,087
Technical Support IV Baker Hughes Incorporated Houston, TX Aug 04, 2013 $90,487
Tech Support III Information Builders Inc. New York, NY Jul 25, 2013 $90,000
Technical Support IV Baker Hughes, Inc. Houston, TX Mar 06, 2015 $88,670
Technical Support (Computer Systems Analyst) Kana Software, Inc. Sunnyvale, CA Oct 01, 2014 $81,000
Technical Support (Computer Systems Analyst) Kana Software, Inc. Santa Clara, CA Sep 16, 2014 $81,000
Technical Support II Egnyte, Inc. Mountain View, CA Feb 20, 2014 $80,000
Websphere Technical Support Omsheel, LLC Wayne, PA Nov 01, 2010 $80,000
Websphere Technical Support Omsheel, LLC Wilmington, DE Apr 23, 2010 $80,000 -
$93,600
Websphere Technical Support Omsheel, LLC Wilmington, DE Apr 19, 2010 $80,000 -
$93,600
Technical Support (Automobile Engineer) Kyyba Inc. Auburn Hills, MI Nov 08, 2016 $80,000
Siebel Support Technologist (Engineer/Technologist Johnson Controls, Inc. Milwaukee, WI Oct 01, 2010 $65,645 -
$83,000
Technical Support III Skillstorm Commercial Services LLC Plano, TX Nov 16, 2015 $64,697
Technical & Developmental Support Enhanced Trading Consultants USA Inc. The Woodlands, TX Nov 01, 2010 $64,000 -
$84,000
Instructional Support Technician Suny Upstate Medical University Syracuse, NY Apr 02, 2014 $62,640
Technical Support Terarecon Inc. Foster City, CA Apr 09, 2016 $62,000
Technical & Developmental Support Enhanced Trading Consultants USA Inc. The Woodlands, TX Nov 01, 2010 $62,000 -
$84,000
Technical Support-Intermediate Kyyba Inc. Warren, MI Aug 05, 2015 $60,000

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Top Skills for A Technical Support Technician

  1. Technical Support
  2. Computer Hardware
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Provided various levels of technical support for top tier institutions and business applications.
  • Assist users to install, upgrade, and maintain desktop and portable computer hardware, software, printers, and peripherals.
  • Worked as a customer service representative handling phone calls regarding technical support.
  • Network and Internet connectivity trouble shooting including diagnosing Firewall and Anti-Virus configuration issues.
  • Provided internet support to several major Internet Service Providers.

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Average Salary:

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Top 10 Best States for Technical Support Technicians

  1. District of Columbia
  2. Alaska
  3. Colorado
  4. New Jersey
  5. Connecticut
  6. Massachusetts
  7. Virginia
  8. Texas
  9. Minnesota
  10. Delaware
  • (425 jobs)
  • (116 jobs)
  • (1,209 jobs)
  • (1,291 jobs)
  • (538 jobs)
  • (1,303 jobs)
  • (2,042 jobs)
  • (3,554 jobs)
  • (1,017 jobs)
  • (138 jobs)

Technical Support Technician Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 61,406 Technical Support Technician resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Technical Support Technician Resume

View Resume Examples

Technical Support Technician Demographics

Gender

Male

57.2%

Female

33.5%

Unknown

9.2%
Ethnicity

White

59.8%

Hispanic or Latino

17.2%

Black or African American

10.9%

Asian

8.0%

Unknown

4.1%
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Foreign Languages Spoken

Spanish

61.4%

French

9.2%

Portuguese

4.1%

Chinese

3.1%

Arabic

3.1%

German

2.9%

Japanese

2.6%

Mandarin

2.4%

Russian

2.2%

Italian

2.0%

Carrier

1.3%

Vietnamese

1.0%

Korean

1.0%

Cantonese

1.0%

Tagalog

0.7%

Hindi

0.6%

Croatian

0.4%

Swedish

0.4%

Dutch

0.4%

Hmong

0.3%
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Technical Support Technician Education

Schools

University of Phoenix

28.9%

Strayer University

6.8%

Kaplan University

5.7%

Utah Valley University

5.2%

The Academy

4.7%

Austin Community College

4.0%

Arizona State University

3.9%

Ashford University

3.8%

Salt Lake Community College

3.5%

Western Governors University

3.4%

American InterContinental University

3.3%

Grand Canyon University

3.2%

Broward College

3.1%

Full Sail University

3.1%

Colorado Technical University

3.0%

Valencia College

3.0%

University of Houston

2.9%

University of Maryland - University College

2.9%

University of North Carolina at Greensboro

2.7%

Southern New Hampshire University

2.7%
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Majors

Business

16.5%

Computer Science

14.3%

Information Technology

10.6%

Computer Information Systems

9.5%

Computer Networking

6.0%

Electrical Engineering

5.2%

Criminal Justice

4.3%

Psychology

3.4%

General Studies

3.0%

Nursing

3.0%

Medical Assisting Services

2.9%

Communication

2.9%

Health Care Administration

2.8%

Accounting

2.6%

Computer Engineering

2.5%

Electrical Engineering Technology

2.1%

Education

2.1%

Management

2.1%

Information Systems

2.1%

Graphic Design

2.0%
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Degrees

Bachelors

34.1%

Other

29.9%

Associate

19.9%

Masters

7.7%

Certificate

5.1%

Diploma

2.4%

Doctorate

0.6%

License

0.3%
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