Information Technology Helpdesk/Support Technician Kaihangarau Āwhina Hangarau Pārongo
Information technology (IT) helpdesk/support technicians set up computer and other IT equipment and help prevent, identify and fix problems with IT hardware and software.
IT helpdesk/support technicians may choose to become certified through professional associations such as the Institute of IT Professionals.
IT helpdesk/support technicians may do some or all of the following:
- identify and solve computer software, hardware and website problems
- analyse user problems and suggest how to prevent future problems
- assemble, install and test computer software, networks and servers
- update and repair equipment
- keep records of software and equipment.
IT helpdesk/support technicians spend a lot of time using computers, so they need to know how to use computer equipment properly to avoid occupational overuse syndrome (OOS).
Useful experience for IT helpdesk/support technicians includes:
- fixing computer hardware or software problems
- computer programming
- customer service or resolving complaints
- designing and creating websites
- hands-on training through IT-related internships and volunteer work.
IT helpdesk/support technicians need to be:
- methodical, accurate and patient
- able to work well under pressure, and meet deadlines
- able to work well as part of a team, and with minimal supervision
- skilled at problem solving and decision making
- good communicators.
IT helpdesk/support technicians need to have knowledge of:
- computer hardware, software, networks and websites
- the latest developments in information technology.
IT helpdesk/support technicians:
- usually work regular business hours, although they may need to work overtime or be on call
- usually work in offices, call centres, computer rooms or at their clients' workplaces
- may work in stressful conditions because they have to work to short deadlines, and fix faults quickly.
A tertiary entrance qualification is required to enter further training. Useful subjects include digital technologies, maths, physics and English.
For Year 11 to 13 students, the Gateway programme is a good way to gain industry experience.
Years Of Training1-3 years of training usually required.
There are no specific requirements to become an information technology (IT) helpdesk/support technician. However, you usually need at least one of the following:
- a certificate, diploma or degree in IT support or other computing-related subjects such as information systems
- a strong interest in computers and familiarity with their technical aspects
- hands-on training through an internship.
You can also learn through online courses and tutorials, and work on your own projects.