Information Technology (IT) support officers provide help and advice for computer software and hardware problems. They might be setting up technology, installing software, troubleshooting issues, or updating, servicing, and maintaining IT equipment. By providing training and solutions to IT problems, they’re constantly working to make workplaces more competitive, helping them run more effectively and securely.
If you love IT and computers, enjoy customer service roles, and can work well in a team as well as self-directed, a career in IT support could be worth considering.
What skills do I need as an IT support officer?
- Strong client focus
- In-depth tech knowledge
- A genuine desire to help
- Analytical & methodical
- Great problem-solving skills
- Persistent & patient
- Excellent communication skills
- Can explain complex technical issues simply
What does the job involve?
- Guide users to solve IT problems
- Provide training & advice, face-to-face or online
- Find, assess & fix technical faults
- Perform network maintenance & monitoring
- Install both hardware & software
- Implement networks & security measures
- Ensure systems are kept up-to-date
- Carry out repairs or replacement of equipment
What industries do IT support officers typically work in?
- Professional, Scientific & Technical Services
- Education & Training
- Public Administration & Safety
What Career Cluster do IT support officers belong to?
Because IT support officers use their skills and knowledge to help connect and support others, it’s a great role for Linkers. This job also often attracts Innovators due to the strong technical design and problem-solving elements.
What kind of lifestyle can I expect?
It is far more common for IT support officers to work full-time than part-time, with an average of 40 hours per week workload. Some jobs will require after hours or on-call work, so it might not be a typical 9-to-5 role, and you might also need to work weekends or holidays.
Because of the technical nature of the job, it is fairly common to work from home or in a hybrid role if you have the right software. There are lots of opportunities to work remotely as an IT support officer, with many global opportunities available as well.
The job security in this role is quite strong – IT support officers are needed all over the world, and in almost every industry, and the future career growth is expanding. Not only that, but an entry level job as an IT support officer could open up other opportunities for you in the tech world.
How to become an IT support officer
Although you don’t need a formal qualification in information technology or software development to work as an IT support officer, having relevant training could create more job opportunities and allow you to progress faster.
Lots of employers may prefer a vocational qualification in IT, and if you’re applying for more technical positions, you’ll most likely need an undergraduate degree in computer science, engineering, or information technology.
If you don’t have any formal qualifications, you could still work as an IT support officer, but you’ll need to prove that you have extensive experience with a great resume or portfolio and plenty of professional recommendations.
If you’re in high school and you’d like to find out if a career as an IT support officer is right for you, here’s a few things you could do right now:
- Choose high school subjects such as IT, computer science, maths, business, and digital media.
- Work on your customer service and communication skills – a great way to do this is to find a casual job in tech or customer service.
- Look for relevant work experience in the IT industry or enter technology competitions, such as the Cisco Global Problem Solver Challenge.
- Complete courses to build your skills and knowledge, such as this Introduction to Technical Support course, or learn a programming language online.
Find out more here:
- CompTIA
- Australian Computer Society
- IT Professionals New Zealand
- BCS – The Chartered Institute for IT (UK)
- Technology Ireland
- Software & Information Industry Association (US)
- Canadian Information Processing Society
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- Network Engineer
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- UX Designer
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- Technician
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Find out more about alternative careers.