IT support technician

What does an IT support technician do?

• Answer requests from users by phone, chat, email or in person.
• Diagnose and fix problems with computers, printers, software and user accounts.
• Set up new laptops, phones and other equipment for staff.
• Install software updates and security patches.
• Record requests in a ticket system and keep users informed.
• Pass complex problems to specialist teams and follow them up.
• Write simple guides that help users solve common problems themselves.

Where do they work?

IT support technicians work in schools, universities, hospitals, offices, factories, shops and government bodies, as well as for IT service companies that support many clients. Some work on a service desk handling calls and chats, while others visit desks and sites to fix equipment. Large service centres may support users in other countries and time zones, which can mean shift work. Remote support is common, but many jobs still include hands-on work with hardware.

What skills do you need?

• Computer hardware and operating systems
• Basic networking
• Troubleshooting and problem solving
• User account and device management
• Customer service and patience
• Clear explanations for non-technical users
• Organisation and time management
• Awareness of cybersecurity basics

Official skills profile (ESCO)

Essential skills listed for this occupation in ESCO, the European Commission's multilingual classification of skills and occupations.

• solve ICT system problems
• support ICT system users
• communicate with customers
• keep task records
• use ICT ticketing system
• provide ICT support
• provide customer follow-up services
• assist customers
• keep up to date on product knowledge
• create solutions to problems
• prioritise requests
• guarantee customer satisfaction

Essential knowledge: ICT system user requirements · product comprehension · characteristics of services · characteristics of products

How do you become an IT support technician?

You do not need a degree to start in IT support. Many technicians begin with a vocational qualification, an apprenticeship or entry-level IT certifications. Some are hired with no formal IT qualifications if they show good technical and people skills. Experience from fixing computers for family, volunteering or part-time jobs helps. Employers look for problem solving, patience and clear communication as much as technical knowledge. After a few years, many technicians specialise in networking, cybersecurity, cloud or systems administration, often with further certifications or part-time study.

1. Vocational training or apprenticeship. Vocational colleges in most countries offer IT support and computer technician courses, which often last one or two years. In countries with apprenticeship systems, such as Germany, Switzerland, Australia and the UK, you can train in IT support while working and earning, and gain a recognised qualification.
2. Certifications and entry-level jobs. Entry-level certifications cover hardware, operating systems, networking and security basics, and employers widely recognise them. Combined with a home lab or volunteer experience, they can lead to help desk jobs. Many people from retail, hospitality or customer service switch to IT support this way, because their customer skills are valued.
3. University degree. A degree in computer science, information technology or a related subject is not required, but some graduates start in IT support to gain experience. A degree can make later moves into networking, security or management easier, and it may help with work visas in some countries.

Degrees that lead to this career

• Computer science

  A computer science degree teaches how software, data and computer systems work, from programming and algorithms to networks and artificial intelligence.

  9 linked careers

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Do you need a licence to work as an IT support technician?

IT support is not a regulated occupation, and you do not need a licence to do the job. Employers often ask for recognised certifications or vocational qualifications, and many organisations follow IT service management frameworks such as ITIL. Jobs in schools, hospitals, banks or government may require background checks, and some defence roles need security clearance.

How much does an IT support technician earn?

Pay in the United States

• $61,860Median annual wage, May 2025
• $40,980–$100,540Range from the lowest-paid 10% to the highest-paid 10%
• 717.2KPeople employed in the US

US Bureau of Labor Statistics, Occupational Employment and Wage Statistics, SOC 15-1232, May 2025. National estimates across all industries; excludes the self-employed.

Earnings of Technicians and associate professionals around the world

Most countries do not publish pay for single job titles. The International Labour Organization collects median monthly earnings for broad occupation groups instead. This career belongs to ISCO-08 major group 3, "Technicians and associate professionals". The table covers the whole group, which includes IT support technician and many other occupations.

Source: ILOSTAT, median monthly earnings of employees, latest year available. PPP$ adjusts for price differences between countries so figures can be compared. "vs all employees" compares the group's median with the median for all occupations in the same country.

Career progression

1. Help desk or first-line support technician
2. Second-line or desktop support technician
3. Senior IT support technician or team lead
4. Systems administrator, network engineer or security analyst
5. IT manager

Job outlook

Organisations of all sizes need people to keep their technology running, so IT support jobs exist almost everywhere. However, self-service tools, remote management and AI chatbots are taking over some simple requests, such as password resets, and some service desk work is outsourced to other countries. Technicians who keep learning and move into more specialist areas, such as cloud, networking or security, usually have better long-term prospects.

Questions about becoming an IT support technician

Can I get an IT support job with no experience?

Yes, many help desk roles are open to beginners. Employers look for basic technical knowledge, good communication and a willingness to learn. An entry-level certification, a vocational course, a home lab or experience fixing computers for others can help you stand out. Apprenticeships are another good way in if you have no experience.

Do you need a degree for IT support?

No. IT support is one of the most accessible jobs in technology, and most employers do not require a degree. Vocational qualifications, apprenticeships and certifications are the common routes. A degree can still help later if you want to move into management or specialist roles, or to work in another country.

What do first-line and second-line support mean?

Support teams are often divided into levels, called lines or tiers. First-line support handles common requests and simple faults. Second-line support deals with more complex technical problems passed on by the first line. Third-line support is usually specialist engineers or suppliers who handle the hardest problems.

What can an IT support job lead to?

IT support is a common starting point for many technology careers. With experience and further training, technicians often move into systems administration, network engineering, cybersecurity, cloud support or IT management. Some move into related roles such as IT trainer, business analyst or project coordinator.

Related careers

• Network engineer

  Network engineers design, build and maintain the networks that connect computers, phones, servers and cloud services within and between organisations.

  Degree often expected

• Cybersecurity specialist

  Cybersecurity specialists protect computer systems, networks and data from attacks, theft and damage.

  Degree often expected

• Web developer

  Web developers build and maintain websites and web applications, from the pages people see to the servers and databases behind them.

  Degree often expected

Sources

1. US Bureau of Labor Statistics — Occupational Employment and Wage Statistics — SOC 15-1232, national estimates, May 2025
2. ILOSTAT — Median monthly earnings of employees by occupation — ISCO-08 major groups, latest year per country
3. European Commission — ESCO occupation profile — ESCO code 3512.1

How to cite this page: CourseToJob (2026). How to become an IT support technician: degrees, skills and salary. https://coursetojob.com/careers/it-support-technician/ (accessed September 26, 2026)

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