Page 307 - JobsPlus - Occupational Handbook

ICT User Support Technician
Occupation Code: 3512
Alternative titles: Computer Repairer, ICT Technician, ICT Assistant, Computer Technician, Computer Helpdesk Operator
Job description and duties
Information and Communications Technology (ICT) User Support Technicians identify and repair faults and errors with computer hardware and software. An Information and Communications Technology User Support Technician is typically expected to:
• Provide ongoing support on information and communications technology systems and faults
•Recommend computer maintenance best practices to staff members, such as software updates
• Install and upgrade hardware, software and networks
• Set up new computers, user accounts and permissions to allow to the network
• Log, prioritise and deal with faults and queries
• Test systems and diagnose faults
• Fix faulty hardware equipment
• Install back-up systems
• Maintain relevant reports about computer maintenance procedures and back-up plans
• Guide staff members on how to handle new computer hardware and software
applications
Additionally, Information and Communications Technology User Support Technicians who work in repair shops or for computer repair companies are usually expected to:
• Identify faults and subsequently repair personal computers, laptops, and other information and communications technology related equipment
• Estimate expenses and repair time
• Follow-up with clients to see that systems remain fully operational and that faults are
repaired
Work environment
Information and Communications Technology User Support Technicians may work in any industry in both the private and public sector which relies on 24/7 information and communications technology operations. Information and Communications Technology User Support Technicians may also work in an outlet’s repair centre, with a computer repair company serving organisations or individual clients or be self-employed.
Information and Communications Technology User Support Technicians typically work full- time from Monday to Friday. Working outside
Occupational Handbook 2018
307