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Working As A Technician Support Tier

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $41,000

    Average Salary

What Does A Technician Support Tier 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 Technician Support Tier

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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Technician Support Tier Career Paths

Technician Support Tier
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
7 Yearsyrs
Systems Administrator Information Technology Consultant Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Assistant Manager Manager Project Manager
Service Delivery Manager
10 Yearsyrs
Assistant Manager Manager Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Assistant Manager Project Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Manager Production Manager
Technical Manager
7 Yearsyrs
Team Leader Project Manager Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Network Engineer Network Administrator Systems Analyst
Systems Manager
6 Yearsyrs
Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Technical Support Engineer Test Engineer Field Service Technician
Technical Services Manager
7 Yearsyrs
Technical Support Engineer Systems Engineer Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Team Leader Project Leader Senior Business Analyst
Implementation Manager
8 Yearsyrs
Administrator Buyer Customer Service Supervisor
Supervisor, Technical Support
5 Yearsyrs
Service Desk Analyst Service Desk Supervisor
Service Desk Manager
7 Yearsyrs
Information Technology Consultant Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Technical Support Engineer Technical Support Manager
Technical Support Services Manager
6 Yearsyrs
Systems Engineer Technical Analyst Desktop Support Analyst
Senior Support Analyst
6 Yearsyrs
Analyst Technical Analyst Desktop Support Analyst
Senior Desktop Support Technician
6 Yearsyrs
Information Technology Administrator Service Desk Analyst
Incident Manager
9 Yearsyrs
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Average Length of Employment
Junior Technician 1.7 years
Tier 1.7 years
Top Careers Before Technician Support Tier
Cashier 11.2%
Technician 3.8%
Internship 3.0%
Manager 2.4%
Server 2.3%
Top Careers After Technician Support Tier
Cashier 5.4%
Technician 3.6%
Manager 2.4%
Specialist 2.1%

Do you work as a Technician Support Tier?

Average Yearly Salary
$41,000
Show Salaries
$27,000
Min 10%
$41,000
Median 50%
$41,000
Median 50%
$41,000
Median 50%
$41,000
Median 50%
$41,000
Median 50%
$41,000
Median 50%
$41,000
Median 50%
$61,000
Max 90%
Best Paying Company
NTT Data International
Highest Paying City
Washington, DC
Highest Paying State
New Jersey
Avg Experience Level
1.6 years
How much does a Technician Support Tier make at top companies?
The national average salary for a Technician Support Tier in the United States is $41,276 per year or $20 per hour. Those in the bottom 10 percent make under $27,000 a year, and the top 10 percent make over $61,000.

The largest raises come from changing jobs.

See what's out there.

Top Skills for A Technician Support Tier

  1. Customer Service
  2. Hardware Issues
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Interfaced with technical and in-house customer service personnel to determine exact nature of a problem and implements remedial procedures for customer.
  • Provide basic technical support for several devices-Troubleshoot software and hardware issues-Escalate calls to different departments when necessary-Provide industry standard customer service
  • Answered incoming calls, accepted escalated technical support calls requiring in-depth research and problem solving, handled escalated customer satisfaction issues.
  • Configured phones for internet/international roaming usage
  • Trouble shooting wireless connection problem, driver installation, router configuration.

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Average Salary:

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Top 10 Best States for Technician Support Tiers

  1. District of Columbia
  2. Alaska
  3. Virginia
  4. New Jersey
  5. Connecticut
  6. Delaware
  7. Maryland
  8. North Dakota
  9. New York
  10. Massachusetts
  • (373 jobs)
  • (109 jobs)
  • (1,807 jobs)
  • (1,151 jobs)
  • (520 jobs)
  • (123 jobs)
  • (1,052 jobs)
  • (167 jobs)
  • (1,797 jobs)
  • (1,143 jobs)

Technician Support Tier 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 10,042 Technician Support Tier 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 Technician Support Tier Resume

View Resume Examples

Technician Support Tier Demographics

Gender

Male

67.4%

Female

29.1%

Unknown

3.5%
Ethnicity

White

59.9%

Hispanic or Latino

17.1%

Black or African American

11.8%

Asian

7.4%

Unknown

3.9%
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Foreign Languages Spoken

Spanish

69.0%

French

7.5%

Japanese

3.4%

Portuguese

2.9%

Carrier

2.3%

German

2.3%

Hindi

1.7%

Urdu

1.7%

Hmong

1.1%

Russian

1.1%

Italian

1.1%

Arabic

1.1%

Swedish

0.6%

Vietnamese

0.6%

Mandarin

0.6%

Korean

0.6%

Bulgarian

0.6%

Persian

0.6%

Bengali

0.6%

Kurdish

0.6%
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Technician Support Tier Education

Schools

Strayer University

8.6%

Colorado Technical University

7.0%

Austin Community College

6.4%

Valencia College

6.2%

Kaplan University

6.2%

Northern Virginia Community College

5.9%

San Antonio College

5.4%

Full Sail University

4.8%

ECPI University

4.8%

University of Texas at San Antonio

4.3%

Ashford University

4.3%

University of North Carolina at Greensboro

4.3%

American InterContinental University

4.3%

University of Central Florida

4.0%

Remington College

4.0%

Arizona State University

4.0%

Western Governors University

4.0%

Texas State University

4.0%

Seminole State College

4.0%

Sullivan University

3.5%
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Majors

Information Technology

15.9%

Business

13.9%

Computer Science

12.9%

Computer Networking

9.5%

Computer Information Systems

7.1%

Computer Systems Security

6.2%

Criminal Justice

4.5%

Management Information Systems

3.3%

General Studies

3.1%

Psychology

3.0%

Electrical Engineering

2.9%

Graphic Design

2.6%

Communication

2.3%

Health Care Administration

2.0%

Accounting

1.9%

Computer Engineering

1.8%

Computer Engineering Technology

1.8%

Liberal Arts

1.7%

Medical Assisting Services

1.7%

Nursing

1.7%
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Degrees

Bachelors

33.8%

Associate

28.8%

High School Diploma

21.7%

Certificate

7.0%

Diploma

4.5%

Masters

3.5%

License

0.4%

Doctorate

0.3%
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Updated May 18, 2020