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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
  • $58,920

    Average Salary

What Does A Technical Support Technician Do

A Technical Support Technician helps resolve the computer problems of an organization. They install selected software and hardware products, as well as repair hardware as necessary.

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
Systems Engineer Program Manager General Manager
Account Manager
5 Yearsyrs
Network Administrator Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Technical Support Specialist Network Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Network Technician Senior Network Engineer Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Information Technology Manager Operations Manager Account Executive
District Sales Manager
7 Yearsyrs
Technician Service Technician Service Manager
General Manager
7 Yearsyrs
Information Systems Technician Technical Support Specialist Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Help Desk Analyst Systems Administrator Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Help Desk Analyst Network Technician Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Technician Field Service Technician Service Manager
Operations Manager
7 Yearsyrs
Network Administrator Systems Analyst Business Analyst
Product Manager
7 Yearsyrs
Systems Administrator Project Manager
Program Manager
8 Yearsyrs
Systems Engineer Business Analyst Product Manager
Sales Manager
5 Yearsyrs
Project Manager General Manager Account Manager
Senior Account Manager
7 Yearsyrs
Network Technician Project Manager Senior Project Manager
Senior Product Manager
9 Yearsyrs
Delivery Driver Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Project Manager Program Manager General Manager
Territory Manager
7 Yearsyrs
Information Systems Technician Network Administrator Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Technical Support Technician Demographics

Gender

  • Male

    64.2%
  • Female

    33.4%
  • Unknown

    2.4%

Ethnicity

  • White

    76.0%
  • Hispanic or Latino

    12.6%
  • Asian

    8.3%
  • Unknown

    2.4%
  • Black or African American

    0.7%
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Languages Spoken

  • Spanish

    58.7%
  • French

    9.7%
  • Portuguese

    4.5%
  • Arabic

    4.0%
  • German

    3.3%
  • Chinese

    2.9%
  • Japanese

    2.5%
  • Russian

    2.4%
  • Mandarin

    2.2%
  • Italian

    1.9%
  • Carrier

    1.5%
  • Vietnamese

    1.0%
  • Korean

    1.0%
  • Cantonese

    0.9%
  • Hindi

    0.8%
  • Tagalog

    0.7%
  • Urdu

    0.5%
  • Croatian

    0.4%
  • Hmong

    0.4%
  • Dutch

    0.4%
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Technical Support Technician

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Technical Support Technician Education

Technical Support Technician

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Real Technical Support Technician Salaries

Job Title Company Location Start Date Salary
DIR., Japanese OE Technical Support Goodyear Dunlop Tires North America, Ltd. Akron, OH Sep 20, 2011 $180,000
EMV Technical Support CPI Card Group Colorado Inc. Littleton, CO Sep 16, 2014 $170,000
Director, Cinema Technical Support Dolby Laboratories, Inc. San Francisco, CA Sep 03, 2013 $161,491 -
$190,527
Director of Technical Support Rocket Fuel Inc. Redwood City, CA Sep 01, 2014 $160,000
Technical Support Lead, Fixed Income Technology RBC Capital Markets, LLC Jersey City, NJ Mar 10, 2016 $150,000 -
$175,000
Technical Support Developer Servicenow, Inc. Santa Clara, CA Nov 24, 2016 $118,830 -
$122,800
Director, Technical Support Riverbed Technology, Inc. Bethesda, MD Sep 30, 2013 $116,000
Technical Support Developer Servicenow, Inc. Santa Clara, CA Oct 21, 2015 $108,500
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
Director of Technical Support Sada Systems, Inc. CA Jun 26, 2016 $100,000
Technical Support HSBC Bank USA, N.A. Jersey City, NJ Sep 12, 2013 $100,000
Technical Support/IT Process Engineer Acxiom Corporation Foster City, CA Jun 14, 2011 $95,045
Technical Support Diversant LLC Charlotte, NC May 07, 2016 $95,000 -
$110,000
Internal Customer Tech Support-IT Oracle America, Inc. CA Feb 14, 2015 $83,451 -
$109,990
Technical Support Enigneer IBM Corporation Littleton, MA Aug 09, 2011 $82,245
Technical Support Software AG USA, Inc. Wayne, PA Jul 20, 2011 $82,220
Internal Customer Tech Support-IT Oracle America, Inc. Edison, NJ Nov 08, 2014 $81,421 -
$109,990
Technical Support (Computer Systems Analyst) Kana Software, Inc. Sunnyvale, CA Oct 01, 2014 $81,000
Technical Marketing Support Squadrone System, Inc. San Francisco, CA Aug 24, 2015 $70,000
Essbase Technical Support Arete Systems, Inc. Hoffman Estates, IL Feb 28, 2013 $69,000
Technical Anaylst-Support Oracle America, Inc. Morrisville, NC May 02, 2014 $67,392 -
$93,775
Technical Support Tata Consultancy Services Limited Concord, CA Oct 01, 2011 $66,500
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

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Top Skills for A Technical Support Technician

ComputerHardwareTroubleShootingInternetConnectivityPhoneCallsRemoteAccessEmailTechnicalSupportDeskSupportNetworkPrintersCustomerServiceSetupTechnicalIssuesDataEntryWebLaptopsSoftwareApplicationsActiveDirectoryWindowsXPMacOS

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Top Technical Support Technician Skills

  1. Computer Hardware
  2. Trouble Shooting
  3. Internet Connectivity
You can check out examples of real life uses of top skills on resumes here:
  • Worked on Computer Hardware and software inventory database, using MS Access 2007.
  • Craft bash scripts and Perl scripts for information collection, as well as automated trouble shooting.
  • Worked in call center troubleshooting internet connectivity problems.
  • Take incoming phone calls and assist customer with Apple technical support and resolve billing issues.
  • Utilized and determined and resolved necessary repairs with remote access.

Top Technical Support Technician Employers

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