IT Support Technician careers guide & job profile

Getting into IT support careers

Also known as: Service desk analyst, IT user support technician, IT helpdesk technician, service desk technician, or IT service engineer.

Your job as an IT support technician is to figure out software and hardware problems for computer users. Then you can give them solutions to make them happy computer users again.

Organisations give you training and often also give you step by step guides to follow for common problems. This helps you give customers exactly the kind of IT support they need.

Working hours

As an IT support technician, you would typically work 30-40 hours a week. In many places, this is a standard 9 to 5 job. Some organisations might offer vacancies for shift work (for example, if they are offering their customers 24/7 IT support round the clock.

Where do IT support technicians work?

Often you will work in an office or call centre as part of an IT support team. It’s quite a social job, even when you’re busy. It’s becoming more common to do this job from home, as well – so long as you have a good internet connection and can be given the equipment you need. This is known as remote working.

Useful skills to put in your CV for IT support jobs:

• Diplomacy and communication skills to explain technical things in a way that’s easy to understand. Frustrated customers with computer issues may not always be able to explain their problem very clearly using technical language, so you have to help them through it.
• Ability to work independently and as part of a team
• Good telephone skills and customer service skills – customers will feel like you’re really there for them
• The ability to multitask and manage your time
• Problem solving skills to help computer users feel happy again. Your training will help you solve those problems!

How do you get these skills?

Vocational qualifications and work experience will help you build these skills over time.

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School, College And Training

IT support is a job where your skills and willingness to learn new things are more important than your qualifications. However, getting IT qualifications could help you start in a more senior role. Employers may ask you to be educated to GCSE or A Level standard (or the equivalent) and to have basic digital skills.

A college course in IT support or computer may help, as will previous work experience in customer service.

These IT qualifications are useful (but not essential):

• Advanced GCE in applied IT
• A-level or H grades in ICT
• Level 3-4 BTEC professional certificate in networking
• Edexcel entry level certificate in ICT
• HNC/HND course (you may need at least one A-level or two H grades to apply)

Traineeships and Apprenticeships

If you’re a school leaver with GCSEs or S grades (grades 9-4 / A*-C) including English and maths, you could apply for an IT traineeship or Apprenticeship and build your skills and knowledge over time. With IT support apprenticeships you will earn a salary, get hands-on training with your employer AND do part-time study towards an IT qualification that could take you far in your career.

University and graduates

Higher qualifications for IT support careers include:

• IT Foundation degree
• IT Degree (you may need at least two A-level or three H grades to apply)

You don’t need to specialise in maths, science or IT to get into IT careers as a graduate. You can often learn on the job, or apply for IT graduate schemes that train you. IT apprenticeships and IT degree apprenticeships would also be a good fit for your experience and skills.

Career Development

Once you are an experienced IT support technician you may start to think about taking your career to the next stage. With the knowledge you would have gained, you could progress to a more senior management role in the IT support team. You could also change careers to move into technical sales, or get extra IT qualifications to become a network engineer or web developer. IT support is a great way to find out more about different digital careers and which ones might interest you.

• work experience involving customer service (useful for dealing with all those customer queries)
• work experience involving basic digital skills
• attending free or paid IT courses (face to face or online) in coding or web skills

• Work shadowing (even if it’s just for a day)
• Work placements in a company
• Work placements on a college or university course

• Answering queries from computer users to help understand and fix their IT problems
• Keeping track of the work you’re doing, recording issues logged and solutions found
• Maintaining and fixing equipment – which could be computers but also things like projectors or printers, depending on the organisation

• Setting up new equipment and upgrading current systems to the latest version
• Training people in the organisation so that they know how to use any new or upgraded systems

You could work in a call centre, giving advice to the public by phone, email or online chat windows. You could also work ‘in-house’, which means you are working for just one organisation or company to help their staff, customers or students (if you are working in a school or college).

These employers all carry our Youth Friendly Employer Mark. We work with them to make sure that they are providing great support and opportunities to young people.

Click on an employer to find out more about them and the youth-friendly opportunities they offer, from work experience and apprenticeships through to graduate schemes.

These employers all carry our Youth Friendly Employer Mark. We work with them to make sure that they are providing great support and opportunities to young people.

Click on an employer to find out more about them and the youth-friendly opportunities they offer, from work experience and apprenticeships through to graduate schemes.