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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
  • $62,000

    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
Network Technician Systems Analyst Senior Programmer Analyst
Application Manager
9 Yearsyrs
Systems Administrator Project Manager Program Manager
Business Development Manager
9 Yearsyrs
Field Service Technician Operations Manager General Manager
Business Owner
6 Yearsyrs
Delivery Driver Sales Consultant Call Center Representative
Call Center Manager
6 Yearsyrs
Technician Support Tier Help Desk Analyst Desktop Support Consultant
Desktop Support Contractor
7 Yearsyrs
Specialist Support Specialist Implementation Specialist
Implementation Manager
8 Yearsyrs
Help Desk Analyst Network Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Desktop Support Technician Systems Administrator Information Technology Consultant
Information Technology Project Lead
7 Yearsyrs
Network Technician Information Technology Specialist
Information Technology Supervisor, Information Technology
6 Yearsyrs
Desktop Support Technician Information Technology/Support Technician
Information Technology Support Manager
8 Yearsyrs
Technical Support Specialist Systems Engineer Senior Software Engineer
Lead Developer
5 Yearsyrs
Help Desk Analyst Technical Support Specialist Network Technician
Network Manager
6 Yearsyrs
Network Administrator Systems Analyst Lead Technician
Senior Leader
6 Yearsyrs
Information Systems Technician Technical Support Specialist Quality Assurance Analyst
Senior Quality Assurance Analyst
6 Yearsyrs
Technical Support Specialist Network Administrator Systems Engineer
Senior Software Engineer
6 Yearsyrs
Systems Engineer Senior Software Engineer Solutions Architect
Senior Solutions Architect
12 Yearsyrs
Systems Administrator Technical Consultant
Senior Technical Consultant
7 Yearsyrs
Network Administrator Systems Engineer Lead Technician
Service Manager
6 Yearsyrs
Field Service Technician Service Manager Operations Manager
Site Manager
7 Yearsyrs
Information Systems Technician Network Administrator Systems Analyst
Systems Manager
6 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
Junior Technician 1.6 years
Top Careers Before Technical Support Technician
Cashier 9.7%
Teller 6.5%
Technician 4.1%
Internship 3.6%
Manager 3.1%
Server 2.6%
Top Careers After Technical Support Technician
Technician 4.8%
Teller 4.8%
Cashier 4.3%
Consultant 3.0%
Manager 2.9%

Do you work as a Technical Support Technician?

Technical Support Technician Demographics

Gender

Male

63.6%

Female

34.0%

Unknown

2.4%
Ethnicity

White

59.2%

Hispanic or Latino

17.5%

Black or African American

10.5%

Asian

8.5%

Unknown

4.3%
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Foreign Languages Spoken

Spanish

59.3%

French

9.5%

Portuguese

4.4%

Arabic

4.1%

German

3.3%

Chinese

3.1%

Mandarin

2.4%

Japanese

2.3%

Russian

2.2%

Italian

1.9%

Carrier

1.3%

Vietnamese

1.1%

Cantonese

1.0%

Korean

0.9%

Hindi

0.8%

Tagalog

0.8%

Urdu

0.5%

Dutch

0.4%

Hmong

0.4%

Croatian

0.4%
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Technical Support Technician Education

Schools

University of Phoenix

29.1%

Strayer University

6.6%

Kaplan University

6.3%

Utah Valley University

5.9%

Ashford University

3.8%

Western Governors University

3.8%

Southern New Hampshire University

3.5%

Colorado Technical University

3.4%

The Academy

3.4%

Austin Community College

3.4%

American InterContinental University

3.4%

University of Maryland - University College

3.3%

Salt Lake Community College

3.3%

Middle Tennessee State University

3.3%

Arizona State University

3.2%

University of North Texas

3.0%

University of Houston

2.9%

Mesa Community College - Boswell

2.8%

Grand Canyon University

2.7%

Liberty University

2.7%
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Majors

Business

16.3%

Computer Science

14.5%

Information Technology

11.3%

Computer Information Systems

10.4%

Computer Networking

6.0%

Electrical Engineering

5.3%

Criminal Justice

4.2%

Psychology

3.4%

Communication

3.0%

General Studies

2.8%

Health Care Administration

2.5%

Accounting

2.4%

Computer Engineering

2.4%

Management

2.3%

Information Systems

2.3%

Nursing

2.3%

Education

2.3%

Medical Assisting Services

2.2%

Electrical Engineering Technology

2.2%

Computer Systems Security

1.9%
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Degrees

Bachelors

34.9%

Other

29.9%

Associate

19.1%

Masters

8.3%

Certificate

4.8%

Diploma

2.1%

Doctorate

0.6%

License

0.2%
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Job type you want
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Internship
Temporary

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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AVERAGE SALARY FOR A Technical Support Technician

Average Yearly Salary
$62,000
View Detailed Salary Report
$40,000
Min 10%
$62,000
Median 50%
$62,000
Median 50%
$62,000
Median 50%
$62,000
Median 50%
$62,000
Median 50%
$62,000
Median 50%
$62,000
Median 50%
$95,000
Max 90%
Best Paying Company
Sidley Austin
Highest Paying City
San Francisco, CA
Highest Paying State
Arkansas
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 $62,388 per year or $30 per hour. Those in the bottom 10 percent make under $40,000 a year, and the top 10 percent make over $95,000.

How Would You Rate The Salary Of a Technical Support Technician?

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Top Skills for A Technical Support Technician

  1. Technical Support
  2. Computer Hardware
  3. Customer Service
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.
  • Maintained consistent communications with manager and team members regarding high standards of public relations/customer service in all interactions.
  • Network and Internet connectivity trouble shooting including diagnosing Firewall and Anti-Virus configuration issues.
  • Worked as a customer service representative handling phone calls regarding technical support.

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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)

Top Technical Support Technician Employers

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