IT, or information technology, is a broad field. It includes a variety of jobs, such as engineers, software developers, webmasters, and IT support technicians. The first three examples we just gave could need the help of an IT support technician at some point. But what is IT support technician?
IT support specialists assist customers, both businesses and individuals, in resolving technical issues. Most businesses today need their workers to be able to use technology to do their jobs well. And IT support technicians are the ones who ensure that the technologies are always in the best possible state. Therefore, they usually serve as crucial staff members.
In this article, we will give a more clear definition of IT support technicians. We will also look into their responsibilities and the required skills. Keep reading to learn more.
What is IT Support Technician?
An IT support technician’s job is to help users who are having problems with their computers’ hardware or software, both on-site and remotely. They might have to fix problems with desktops, laptops, printers, and other electronics. They might also need to figure out what the technical or software issues are and fix them. Among other fields, support professionals can work in
- Education
- Healthcare
- Finance
- IT support services company
What is the Role of IT Support Technicians?
Honestly, this question is a bit tricky to answer. That’s because an IT support technician’s duties can change depending on
- The company
- The industry
- The level of seniority they have reached.
Nevertheless, as a technician, you should think about the following common tasks and duties:
Providing Technical Support
IT support technicians help customers and end users with technical issues. Some of the technical things you might do as an IT technician are:
- Fix technical problems, like helping a user who can’t connect to the internet. You could try to fix the problem by checking the router’s settings, making sure the right drivers are installed, or resetting it.
- Set up brand-new infrastructure, like a server, for a company. Selecting hardware, installing software, and adjusting settings are all steps in setting up a server.
- See issues with the hardware and software on a computer, like a slow PC. To fix a slow PC, a technician can do things like fix software issues, search for malware, or patch hardware. You could also change a part that is broken, like a hard drive that is not working right.
- Update the network with brand-new routers, switches, Ethernet cables, and firewalls.
- Teach people how to use new technology, like a new software tool. Additionally, you might need to make FAQs available so that people can learn at their own pace.
Installing and Configuring Hardware and Software
You might also have to set up, install, and take care of computer hardware and software. This could mean:
- Putting in new hardware
- Updating operating systems like Microsoft Windows
- Putting in software like Microsoft Office
Monitoring Systems and Networks
Another responsibility could be monitoring systems and networks for any signs of insecurity. You might use monitoring software and tools, like Wireshark, to find and fix problems before they lead to downtime or other problems.
Maintaining Documentation
You may also have to keep accurate records of all the technical support work you do. This can include the steps you take to fix problems, the solutions you use, and how the system is set up. An archive of this data, known as a “changelog,” is maintained for reference and consistency in service delivery.
Providing Training and Guidance
Additionally, you may be tasked with educating and directing customers or end users who have embraced new technology. This could mean
- Making user guides
- Training staff members who are not tech-savvy
- Giving one-on-one coaching
Collaborating with Other IT Staff
You might also work with other IT professionals to solve difficult technical problems and keep things running smoothly. Such professionals can be
- Network administrators
- Software developers
- Cybersecurity experts
Where do IT Support Technicians Work?
The spot where an IT support technician spends time for work can change based on what they must do and which business they’re part of. Most of these technology professionals spend their workdays in one of these areas, as you can see in this table right here:
| Job Environment | Job Description |
| Help desk | Some big businesses have a help desk or department in their sales area. Customers can bring their devices to get help in person there. In this setting, IT support staff may also help customers over the phone, through chat, or through video calls. |
| In-house support | Businesses that need a lot of IT help may have an in-house support technician or team of IT support technicians that can fix issues as they come up. |
| Remote support | A lot of the time, IT support techs work on customers’ computers at their homes or places of business. |
Required Skills of an IT Security Technician
Working as an IT support technician will require both technical and social abilities. The most important skills needed for the job are listed below:
Technical Skills
IT support technicians must know a lot about both the hardware and software of computers. They should know how to find and fix problems with
- Operating systems
- Software programs
- Hardware parts
Communication Skills
IT support technicians need to be able to talk to end users clearly, even if the end users do not know much about technology. If a user is upset, technicians should be able to explain complicated technical ideas with simple words. Technicians should also be patient with them.
Problem-Solving Skills
Rapid problem identification and solution generation are essential skills for IT support technicians. Their skills should include being able to work quickly and creatively to resolve tough issues. If you like helping your family with tech issues, this might come naturally to you.
Conclusion
An IT support technician needs to know a lot about solving technical issues. They might need to fix a malfunctioning internet connection or a slow PC. Besides, they might also need to configure various hardware and software based on company demands.
Appropriate communication and problem-solving abilities are essential for any IT support technician. They need to be fast problem-solvers. Besides, if a customer is unaware of any issue, a technician needs to explain it in a friendly manner.
Crown Computers knows all these responsibilities and skill sets very well. We have been providing managed IT services to businesses in San Diego for over 20 years. Among San Diego County’s IT support options, ours ranks high. Contact us today to get our IT support.