INFORMATION TECHNOLOGY CERTIFICATE II & III
Information Technology (IT) Support Technicians provide technical advice and support to help people effectively use computer software and hardware.
The tasks within these support roles will vary with the IT facilities and the nature of the organisation, and might include:
- identifying the hardware and software needed to provide solutions to problems;
- assisting in the customisation and adaptation of existing programs to meet users’ requirements;
- providing telephone, face-to-face and online support to customers;
- installing and downloading appropriate software;
- connecting users to networks and providing initial training in facilities and applications;
- talking with Vendors and Programmers;
- providing information relating to customers’ hardware and software purchasing decisions;
- ensuring users can use the equipment, by providing personal tuition and self-help instructions; and
- undertaking housekeeping and reporting functions for the area of responsibility.
An IT Support Technician may specialise as one of the following:
- A Help Desk Operator – generally involved in the provision of telephone, system or Internet support to users of particular IT products;
- Internet Services and Support – involves providing assistance and technical support to users of the Internet and associated computer hardware and software;
- Network Support – involves assistance to users who are connected to in-house networks such as local area networks, to larger distributed mainframe systems and to the Internet; and/or
- Personal Computer (PC) User Support – assist staff using personal computing technology.
- strong client focus and genuine desire to assist
- analytical skills
- good communication skills
- able to work as part of a team
- patient and tolerant
- technical aptitude
- methodical and disciplined approach to problem solving