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ICT support technician

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Summary of occupation

ICT support technicians provide technical support and assistance for users of computer infrastructure and web technologies. They also undertake diagnosis and resolution of technical problems. They may work directly within the communication technology industry, in the public service, or for companies in a range of industries, located across the state, such as agriculture, mining or transport. These workers answer queries from users via telephone, email, chat room or instant message, identify technical problems and possible solutions, then compile reports about this, as well as enter information into databases and liaise with colleagues in the rectification of common problems.

ANZSCO description: ICT support technicians provide technical support and assistance for users of computer infrastructure and web technologies.
Alternative names: Help Desk Officer, IT Technician, PC Support, Technical Support
Specialisations: Help Desk Operator, Internet Services and Support Technician, Network Support Technician, Personal Computer (PC) User Support Technician
Job prospects: Good
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Knowledge, skills and attributes

An ICT support technician needs:

  • a strong client focus and a desire to assist others
  • the ability to analyse problems quickly and skilfully
  • a methodical and disciplined approach
  • excellent problem-solving skills
  • patience and perseverance
  • good communication skills
  • strong technical ability.
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Working conditions

ICT support technicians work mostly in offices or call centre environments. A large portion of their time is spent on the phone whilst working at computer terminals. Due to the nature of their work, they may be required to work late nights or weekends and shift work is not uncommon. Continuous training is often required to keep up-to-date with the latest changes and developments. ICT support technicians may be required to work independently or with others to rectify common problems.

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Salary details

On average, ICT (Information and Communication Technology) support technicians can expect to earn between $962 and $1 346 per week ($50 000 and $70 000 per year), depending on the organisation they work for, and their level of experience. As an ICT support technician develops their skills, their earning potential will generally increase.

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Tools and technologies

ICT support technicians are expected to have a solid understanding of the different computer programs, software and hardware packages for which they offer technical support.

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Education and training/entrance requirements

To become an ICT support technician you usually have to complete a qualification in information technology support, or a related area with an emphasis on technical support.

The Certificate IV in Information Technology Support, Certificate IV in Computer Systems Technology and Certificate III in Information, Digital Media and Technology are offered at TAFE Colleges and other registered training organisations throughout Western Australia.

You can also complete a traineeship in information technology (support) or information technology. These traineeships usually take 12 to 24 months to complete. ​

Related courses

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Apprenticeships and traineeships

As an apprentice or trainee, you enter into a formal training contract with an employer. You spend most of your time working and learning practical skills on the job and you spend some time undertaking structured training with a registered training provider of your choice. They will assess your skills and when you are competent in all areas, you will be awarded a nationally recognised qualification.

If you are still at school you can access an apprenticeship through your school. You generally start your school based apprenticeship by attending school three days a week, spending one day at a registered training organisation and one day at work. Talk to your school's VET Co-ordinator to start your training now through VET in Schools. If you get a full-time apprenticeship you can apply to leave school before reaching the school leaving age.

If you are no longer at school you can apply for an apprenticeship or traineeship and get paid while you learn and work.

Related apprenticeships

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Recognition of prior learning

If you think you already have some of the skills or competencies, obtained either through non-formal or informal learning, you may be able to gain credit through recognition of prior learning.

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