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Become A Technician Support Tier

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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
  • $48,620

    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 jobs

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Technician Support Tier Career Paths

Technician Support Tier
Information Systems Technician Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Technical Support Specialist Network Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Information Technology/Support Technician Information Technology Consultant Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Project Manager Technical Project Manager Information Technology Manager
Director Of Technology And Services
11 Yearsyrs
Information Technology Specialist Business Analyst Product Manager
District Sales Manager
7 Yearsyrs
Desktop Support Technician Information Technology Specialist Project Manager
General Manager
7 Yearsyrs
Information Technology Specialist Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Network Engineer Senior Systems Engineer Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Information Technology/Support Technician Information Technology Technician Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Help Desk Analyst Systems Administrator Information Technology Manager
Operations Manager
7 Yearsyrs
Information Systems Technician Technical Support Specialist Business Analyst
Product Manager
7 Yearsyrs
Systems Administrator Project Manager
Program Manager
8 Yearsyrs
Network Technician Systems Engineer Sales Engineer
Sales Manager
5 Yearsyrs
Network Engineer Engineer Operations Manager
Senior Account Manager
7 Yearsyrs
Desktop Support Technician Systems Engineer Senior Project Manager
Senior Product Manager
9 Yearsyrs
Project Manager Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Network Technician Project Manager General Manager
Territory Manager
7 Yearsyrs
Help Desk Analyst Network Administrator Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Systems Support 3.1 years
Network Technician 3.1 years
PC Support Analyst 3.0 years
MIS Technician 2.7 years
Data Technician 2.7 years
Support Lead 2.7 years
LAN Technician 2.7 years
Technician 2.6 years
On-Site Technician 2.4 years
Support Analyst 2.3 years
Support Specialist 2.3 years
Server Technician 2.1 years
Help Desk Analyst 2.1 years
Support Associate 2.0 years
Support 2.0 years
Support Agent 1.9 years
Phone Technician 1.8 years
Service Desk Agent 1.7 years
Tier 1.6 years
Junior Technician 1.6 years
Student Technician 1.6 years
Help Desk Agent 1.5 years
Top Employers Before
Cashier 6.2%
Technician 4.4%
Internship 2.9%
Manager 2.6%
Top Employers After
Technician 3.9%
Cashier 2.4%

Technician Support Tier Demographics

Gender

Male

69.2%

Female

28.7%

Unknown

2.1%
Ethnicity

White

77.6%

Hispanic or Latino

12.6%

Asian

7.3%

Unknown

1.9%

Black or African American

0.6%
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Languages Spoken

Spanish

63.3%

French

7.3%

Japanese

4.7%

Carrier

4.0%

Hindi

2.7%

Urdu

2.7%

Russian

2.0%

German

2.0%

Hmong

1.3%

Korean

1.3%

Portuguese

1.3%

Polish

1.3%

Arabic

1.3%

Vietnamese

0.7%

Mandarin

0.7%

Bulgarian

0.7%

Persian

0.7%

Armenian

0.7%

Bengali

0.7%

Kurdish

0.7%
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Technician Support Tier Education

Schools

University of Phoenix

25.1%

Strayer University

7.8%

Northern Virginia Community College

6.9%

Colorado Technical University

5.3%

Kaplan University

5.1%

ECPI University

5.0%

Western Governors University

4.6%

Ashford University

4.2%

University of Maryland - University College

3.4%

American InterContinental University

3.4%

Full Sail University

3.4%

Austin Community College

3.4%

Arizona State University

3.2%

George Mason University

3.0%

Utah Valley University

2.9%

Valencia College

2.7%

Boise State University

2.7%

Columbus State Community College

2.7%

Capella University

2.7%

Florida State College at Jacksonville

2.5%
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Majors

Business

14.6%

Information Technology

14.6%

Computer Science

13.1%

Computer Information Systems

12.3%

Computer Networking

9.3%

Criminal Justice

4.1%

Electrical Engineering

3.7%

Communication

2.9%

Psychology

2.7%

Information Systems

2.7%

General Studies

2.4%

Computer Engineering

2.2%

Management

2.1%

Graphic Design

2.0%

Accounting

2.0%

Computer Technical Support

2.0%

Education

2.0%

Computer Systems Security

1.9%

Electrical Engineering Technology

1.8%

Management Information Systems

1.5%
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Degrees

Other

33.0%

Bachelors

32.7%

Associate

22.2%

Masters

5.5%

Certificate

4.5%

Diploma

1.6%

Doctorate

0.3%

License

0.2%
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Full Time
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Internship
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Top Skills for A Technician Support Tier

HardwareIssuesCustomerServiceInternetConnectivityTroubleShootingRemoteAccessEmailPhoneCallsSoftwareApplicationsTechnicalIssuesDesktopSupportTechnicalSupportActiveDirectoryMac OSSetupRoutersVoipWindowsXPIOSDevicesWebCustomerSatisfaction

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Top Technician Support Tier Skills

  1. Hardware Issues
  2. Customer Service
  3. Internet Connectivity
You can check out examples of real life uses of top skills on resumes here:
  • Track and reported network, software, and hardware issues to upper level support for investigation and resolution.
  • Maintained accountability to deliver high levels of customer service excellence to educate and resolve escalated customer inquiries.
  • Helped customers in troubleshooting Internet connectivity and email issues.
  • Perform remote support on customer computers to help resolve issues that went unresolved in initial trouble shooting.
  • Grant users Remote access to Secure Desktop, Terminal Server Access or Outlook Web Access.

Top Technician Support Tier Employers

Technician Support Tier Videos

Basic Skills for Entry Level Computer Jobs (what you should know)

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