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What’s an IT Support Technician?

What’s an IT Support Technician?

Engineers, programmers, webmasters, and IT support staff are just a few of the many professionals whose expertise is required in the vast field of information technology.

Experts in information technology (IT) provide troubleshooting and other technical support to businesses and individuals.

Due to the widespread reliance on technology in the workplace, such workers are often viewed as indispensable.

In this post, we’ll discuss what an IT support technician and experts from Totality Services do, what skills are helpful in this field, how to become one, income expectations, and employment prospects.

Defining IT Support Technician

An IT support technician is a trained expert in information technology who can swiftly identify and fix any problems with electronic equipment.

They can do this face-to-face at the office, over the phone, or remotely via video software that grants them access to the client’s device.

Most IT support technicians’ days are spent doing the following:

Capable of making accurate diagnoses:

An IT support technician’s job is to determine what’s wrong with a customer’s device.

Applying the ability to solve problems:

Once the issue has been diagnosed, the support expert can employ the necessary tools and procedures to attempt a repair.

Maintaining records and submitting reports:

If you work in IT support, keep tabs on problems that crop up repeatedly on particular devices or across the board. This can be quite useful if you have similar problems in the future.

Sets up the equipment:

A knowledgeable technician may be needed to help a customer set up their newly purchased piece of machinery before they can begin utilizing it. For a support technician, this is a common and easy task.

Training clients:

After resolving an issue with a customer’s equipment, a skilled support specialist will ensure the client has all the resources they need to avoid future problems. When clients lack technical expertise, this is extremely helpful.

Keeping tabs on data:

Technicians that take their jobs seriously in IT support generally keep extensive documentation of the problems they encounter and the solutions they find.

Where Do They Work?

The working conditions of an IT support specialist will vary according to the organization they are employed by and the duties they are expected to perform. It’s conceivable that an IT support professional would work in one of the following places:

Help desk

Large tech corporations often have a service center or help desk set up close to their retail outlets so that customers can bring their broken gadgets to be fixed. Those places may also provide access to the phone, chat, and video calls with support technicians who can respond to questions and problems.

In-house aid

Companies with a large employee base and complicated IT may have in-house technical support departments or teams to assist workers with technical questions and concerns.

Online support

Some companies offer on-site IT help, meaning that tech will come to your home or office to fix your computer.

How To Become One?

These are the measures you should take if you want to work in IT support:

Finish your secondary schooling

Some companies hire you as an IT technician without a bachelor’s degree. A high school diploma or its equivalent may be required by some employers. At this point, it can help to have taken introductory computer science or code courses throughout your secondary education.

Think about getting a college degree

Several IT support specialists hold bachelor’s degrees. This demographic tends to major in computer science, IT, interdisciplinary studies, or a similar field. You can be in a better position to negotiate a high wage if you have a degree.

Obtain a credential

While a bachelor’s degree opens many doors, a certificate can be just as useful, especially if earned after high school or as a supplement to a degree. For those interested in working in IT support or helpdesk, there is a wealth of accredited courses available on popular MOOCs.


Once you’ve finished your training and earned your credentials, the next step is to look for employment opportunities on online job boards. Technical support specialists are in demand by both independent IT organizations and businesses with internal IT departments.

Never stop learning new things!

Thanks to your degree or certification, you might now be an IT support technician. Keep in mind that many technologies become obsolete as the IT sector advances, as new technologies are produced and used at a quick pace. Because of this, it can pay off to stay abreast of technological developments and always be willing to learn more.

Different Support Levels of IT Support

Typically, several categories of IT assistance allow businesses to serve their clients better.

Typically, three tiers of IT support operate in tandem to provide highly specialized answers to IT problems. In contrast, the precise number of tiers within tech support is based on the specific firm and its offerings.

There has been extensive discussion of the first, second, and third-level support roles; a summary is provided below.

Level 1 Support

Tier 1 support (sometimes written as L1 or T1) is the initial help desk an organization’s customers interact with and is responsible for handling routine difficulties. In addition, these problems call for assistance of a more broad technical nature, such as instructing clients on how to conduct a simple remedy.

Level 2 Support

Second-level support, on the other hand, offers more in-depth assistance with IT systems. IT professionals such as software architects, engineers, and others comprise this group. They also have to deal with things like significant troubleshooting and diagnosis of product difficulties.

After that, they get to work on ways to aid the client. They might also work on company-wide concerns, like developing strategies for internal IT requirements.

Level 3 Support

Manufacturers of hardware and software and independent professionals make up the third tier of support. They are called in when novel challenges necessitate specialists’ or interdisciplinary groups’ laborious, organized efforts.

Behind the scenes, third-level support is also hard at work creating innovative and cutting-edge IT solutions.


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