PC Repair and Support
IT Career Level 1
Following are some of the most popular IT job titles that companies are looking for, as well as their job description, salary and education/credential requirements. There are many more IT job titles than what you see below; we have only listed a few of the most popular in each sector.
Help Desk Support, Help Desk Analyst, Help Desk Technician,
Help Desk Representative, Customer Service Technician, Help Desk Support Representative
Job Description:
This group interprets problems and provides technical support for hardware, software, and systems. They answer telephone
calls, analyze problems by using automated diagnostic programs, and resolve recurring difficulties. Increasingly, these
specialists work for help desk or support services firms, for which they provide computer support to clients on a
contract basis.
They respond to telephone calls and email messages from customers looking for help with computer problems. In responding to these inquiries, they must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.
They also deal directly with customer issues and companies value them as a source of feedback on their products. They are consulted for information about what gives customers the most trouble, as well as other customer concerns. Most computer support specialists start out their IT career at the help desk.
They constantly interact with customers and fellow employees as they answer questions and give advice. They normally work about 40 hours a week, but if their employer requires computer support over extended hours, they may be “on call” for rotating evening or weekend work.
Individuals interested in a computer job as a Help Desk Support Representative must have good communication skills because troubleshooting and helping others are vital parts of the job. The constant interaction with other computer personnel, customers and employees requires you to communicate effectively on paper, via email, over the phone, and in person. Strong writing skills are useful in preparing communication for employees and customers.
Help Desk Support Representatives usually work for organizations that deal directly with customers or in-house users. You may advance into positions that allow you to use your experiences with customers to improve the design and efficiency of future products. Job promotions usually depend more on performance than on formal education.
Education/Credential Requirements:
(Note: The requirements listed below were assembled based on the most popular IT job titles and
company expectations. We have listed the most likely requirements. You may not need them all, but you will
certainly be required to have some of them. If you need help with this, please speak to one of our Training
Advisors at 877-872-4646 and they can guide you to the correct path.)
(Required): [High School Diploma or Equivalent];
[Soft Skills in Communications]
(Recommended): Working towards
[Microsoft Certified Desktop Support Technician (MCDST)];
[Basic Linux];
[CompTIA A+ Certification]
Also review the following page on Understanding Soft Skills
Salary information:
National Average Salary: $25,390.00
For more detailed Salary information see our Salary Statistics page.
PC Technician, PC Support Specialist, PC Maintenance Technician, Systems Support,
Software Applications Support, Hardware Installation Technician, Computer Technician
Job Description:
PC Technicians respond to inquiries from their organization’s computer users and may run automatic diagnostics
programs to resolve problems. They also install, modify, clean, and repair computer hardware and software. In
addition, they may write training manuals and train computer users in how to use new computer hardware and
software. These workers also oversee the daily performance of their company’s computer systems and evaluate
how useful software programs are.
The explosive use of computers has created demand for PC Technicians who provide advice to users, as well as for the day-to-day administration, maintenance, and support of computer systems and networks. These troubleshooters interpret problems and provide technical support for hardware, software, and systems.
IT career goal-setters interested in becoming a Computer Technician or PC Support Specialist must have strong problem-solving, analytical, and communication skills because troubleshooting and helping others are vital parts of the job. The constant interaction with other computer personnel, customers, and employees requires Computer Technicians to communicate effectively on paper, via email, over the phone, and in person. Strong writing skills are useful in preparing manuals for employees and customers.
They need to be able to document and communicate problems, solutions, and the implementation process, in a clear and concise manner. They will create contingency plans, following the organization's format and procedures.
Entry-level IT jobs as Computer Technicians are involved in routine maintenance and monitoring of computer systems, typically working behind the scenes in an organization. After gaining experience and expertise, they often are able to advance to more senior-level positions. For example, Senior Network and Computer Systems Administrators may make presentations to executives and managers on the security of the company computer network. They may also translate the needs of an organization into a set of technical requirements based on the available technology.
PC Technicians may advance into positions in which they use what they have learned from their experiences to improve the design and efficiency of the company's computer systems. As technology continues to improve, PC Technicians and Hardware Installation Technicians must strive to acquire new skills. IT Job promotions usually depend more on performance than on formal education. Eventually, some computer technicians become Network Administrators, designing and maintaining the network infrastructure rather than assisting users. PC Technicians in hardware and software companies often enjoy great upward mobility early in their IT career; advancement sometimes comes within months of becoming employed.
Education/Credential Requirements:
(Note: The requirements listed below were assembled based on the most popular IT job titles and
company expectations. We have listed the most likely requirements. You may not need them all, but you will
certainly be required to have some of them. If you need help with this, please speak to one of our Training
Advisors at 877-872-4646 and they can guide you to the correct path.)
(Required): [High School Diploma or Equivalent];
[IT Infrastructure Library];
[Basic Linux];
[Microsoft Certified Desktop Support Technician (MCDST)];
[CompTIA A+ Certification];
[EMC Proven Professional Storage Technologist Associate Certification];
[Soft Skills in Communications]
(Recommended): Working Towards
[CompTIA Server+ Certification];
[CompTIA Network+ Certification];
[CompTIA Linux+ Certification];
[Junior Level Linux Professional (LPIC-1)];
[Microsoft Certified Technology Specialist (MCTS): Windows Vista, Configuration];
[Microsoft Certified Technology Specialist (MCTS): Business Desktop Deployment];
[Novell SUSE Linux Fundamentals]
Also review the following page on Understanding Soft Skills
Salary information:
National Average Salary: $25,390.00
For more detailed Salary information see our Salary Statistics page.
Remote Service Technician, Field Support Technician, Field Service Engineer,
Field Service Technician
Job Description:
Field Service Technicians are normally working on outside customers’ systems or traveling to remote offices. Tasks
will include configuring and upgrading networks and network peripherals such as back office components, PC's
(Personal Computers), Printers, Fax Machines, and Monitors. In addition, they perform upgrades to existing
software or hardware systems.
Usually they are responsible for repair, installation and maintenance of personal computer hardware and peripherals at remote locations. This demands a strong emphasis on customer satisfaction and works primarily in teams with higher-level technicians, which then reports to a manager.
In this IT job, it may also be necessary to know how to troubleshoot your customer’s existing systems to re-establish email or other applications. The goal of these tasks is to provide service so you can enable customers to do their job. In addition, personal computer literacy/skills, computer certification, basic software skills, application knowledge and an understanding of integrated circuits are all a requirement.
Education/Credential Requirements:
(Note: The requirements listed below were assembled based on the most popular IT job titles and
company expectations. We have listed the most likely requirements. You may not need them all, but you will
certainly be required to have some of them. If you need help with this, please speak to one of our Training
Advisors at 877-872-4646 and they can guide you to the correct path.)
(Required): [High School Diploma or Equivalent];
[CompTIA A+ Certification for a Remote Service Technician];
[IT Infrastructure Library];
[Basic Linux];
[Microsoft Certified Desktop Support Technician (MCDST)];
[EMC Proven Professional Storage Technologist Associate Certification];
[Soft Skills in Communications]
(Recommended): Working Towards
[CompTIA Server+ Certification];
[CompTIA Network+ Certification];
[CompTIA Linux+ Certification];
[Junior Level Linux Professional (LPIC-1)];
[Microsoft Certified Technology Specialist (MCTS): Windows Vista, Configuration];
[Microsoft Certified Technology Specialist (MCTS): Business Desktop Deployment];
[Novell SUSE Linux Fundamentals]
Also review the following page on Understanding Soft Skills
Salary information:
National Average Salary: $25,390.00
For more detailed Salary information see our Salary Statistics page.
Service Center Technician, Depot Technician, Repair Center Technician
Job Description:
A Service Center Technician's duties are similar to a PC Technician's duties except they are usually installing,
modifying, cleaning, and repairing computer hardware and software on a service center's repair bench, not on-site
at the customer's location.
They may run automatic diagnostics programs to help resolve problems. They need to be able to thoroughly research and document steps to reproduce any problems and find alternatives that can be useful in evaluating future problems.
Education/Credential Requirements:
(Note: The requirements listed below were assembled based on the most popular IT job titles and
company expectations. We have listed the most likely requirements. You may not need them all, but you will
certainly be required to have some of them. If you need help with this, please speak to one of our Training
Advisors at 877-872-4646 and they can guide you to the correct path.)
(Required): [High School Diploma or Equivalent];
CompTIA A+ Certification for a Depot Technician];
[IT Infrastructure Library];
[Basic Linux];
[Microsoft Certified Desktop Support Technician (MCDST)];
[EMC Proven Professional Storage Technologist Associate Certification];
[Soft Skills in Communications]
(Recommended): Working Towards
[CompTIA Server+ Certification];
[CompTIA Network+ Certification];
[CompTIA Linux+ Certification];
[Junior Level Linux Professional (LPIC-1)];
[Microsoft Certified Technology Specialist (MCTS): Windows Vista, Configuration];
[Microsoft Certified Technology Specialist (MCTS): Business Desktop Deployment];
[Novell SUSE Linux Fundamentals]
Also review the following page on Understanding Soft Skills
Salary information:
National Average Salary: $31,059.00
For more detailed Salary information see our Salary Statistics page.