PC Repair and Support
IT Career Level 3
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 Tier-5, Customer Service Technician Level 5,
Senior Help Desk Support, Senior Help Desk Technician
Job Description:
You should have three or more years of IT job experience and the ability to handle any calls that come in. 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.
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.
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.
You must have good communication skills because 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.
You may advance into positions in your IT career that allow you to use your experiences with customers to improve the design and efficiency of future products. IT 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];
[CompTIA A+ Certification];
[Microsoft Certified Desktop Support Technician (MCDST)];
[Basic Linux];
[EMC Proven Professional Storage Technologist Associate 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];
[Soft Skills in Communications]
(Recommended): Working towards [Soft Skills in Management]
Also review the following page on Understanding Soft Skills
Salary information:
National Average Salary: $38,804.00
For more detailed Salary information see our Salary Statistics page.
PC Technician Level-5, Computer Technician Level-5, Senior Computer Technician
Job Description:
You should have three or more years of IT job experience and be able to handle any problems or calls that come in.
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.
You must have strong problem-solving, analytical, and communication skills because troubleshooting and helping others are vital parts of this computer 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.
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 also may 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];
[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];
[Intermediate Level Linux Professional (LPIC-2)];
[CompTIA Security+ Certification];
[Soft Skills in Communications]
(Recommended): Working Towards
[Microsoft Certified System Administrator (MCSA)];
[Cisco CCENT™ (Cisco Certified Entry Networking Technician) Certification];
[Soft Skills in Management]
Also review the following page on Understanding Soft Skills
Salary information:
National Average Salary: $38,804.00
For more detailed Salary information see our Salary Statistics page.
Senior Field Service Technician, Senior Field Service Engineer
Job Description:
You should have three or more years of IT job experience and be able to handle any problems or calls that come in.
Field Service Technicians are normally working on outside customers’ systems or travelling 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, you will be performing 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, who then report to an IT manager.
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 in this IT job.
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];
[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];
[Intermediate Level Linux Professional (LPIC-2)];
[CompTIA Security+ Certification];
[Soft Skills in Communications]
(Recommended): Working Towards
[Microsoft Certified System Administrator (MCSA)];
[Cisco CCENT™ (Cisco Certified Entry Networking Technician) Certification];
[Soft Skills in Management]
Also review the following page on Understanding Soft Skills
Salary information:
National Average Salary: $48,667.00
For more detailed Salary information see our Salary Statistics page.