What makes IT Technical Support Important?

IT technical support alleviates users from all worries related to the interrupted functioning of computers or other peripherals connected to computers. It enables users to focus on their primary work duties because they do not have to worry about the ways to understand complex aspects of IT technical solutions that power workstations. Users are simply required to contact their support agent who will open a new case with a problem description and try to find the best solution. Support is provided via different means of communications which include telephone or email support, remote access to workstations via the Internet, or physical support.  

Who needs IT Technical Support?

All businesses that do not have the capacity and knowledge to install, configure, monitor and resolve faults related to computer systems may benefit from IT technical support solutions. Hiring competent IT staff and employees may cost companies significant resources, especially in cases when their competencies are not required on everyday bases. Such businesses and organizations can use IT technical support services upon request and benefit from contemporarily information technologies without having to worry, because all support work will be provided by competent IT technical support professionals.

What do IT Technical Officers do?

IT technical officers (also known as help desk operators, application support specialists, technicians and application support specialists) are responsible for maintaining and monitoring the work of networks and computer systems. Their work consists of installing, configuring, and testing computer systems. They diagnose technical faults in software and hardware components and provide solutions for resolving application problems. IT technical support officers may also be assigned with some other responsibilities such as taking part in decision-making processes or technical support solutions development.

What are the responsibilities of IT Technical Officers?

IT technical support staff is responsible for the uninterrupted functioning of computer systems and communication networks within organizations and ensuring the provision of maximal benefits of the existing IT structure. Technicians may work in the first, second, or third line of support depending on their technical knowledge and skills. Each IT technical support officer is assigned to a specific set of responsibilities which may include, but are not limited to:

  • supporting the installation and configuration of software and hardware solutions
  • monitoring the work of communication networks
  • maintaining hardware and software components and replacing parts
  • working in IT technical support call centers and communicating with clients
  • troubleshooting different problems or technical faults that occur during the use of hardware and software solutions
  • writing case reports and other documents related to each case
  • setting protected and unprotected user accounts and profiles and resolving account access issues
  • following company instructions and guidelines about communication and deadlines when assisting clients
  • working on several different cases simultaneously
  • testing, evaluating, and reporting about new hardware components or technical solutions
  • conducting physical check-ups and testing compliance with regulations about the safety of computer systems

What Qualifications and Skills do IT Technical Support Officers need to have?

IT support officers usually have a degree from technical, IT, or other related university. There are many IT support specialists who simply take specialized courses which equip them with the knowledge needed to work in this business sector. These courses may include Microsoft-certified education, Cisco, Linux, Unix and other training. Taking college or university courses in computer science, internet, software or business system engineering, or information or business information technology may significantly increase the odds of being hired as an IT technical support specialist.

IT support officers should be able to work independently and think logically. It support specialists should have good team-working abilities and be able to follow specific sets of instructions related to the distribution of their solutions to clients. They need to have great communication skills and be patient, especially when working with clients. IT technical support specialists need to have excellent questioning and deduction skills because not all clients can articulate or define their problem exactly. IT support specialists should pay extreme attention to details and have excellent knowledge and understanding of all aspects related to the work of hardware and software components. They must also know how to prioritize their workload and meet the deadlines.


Brundu, F. G., Patti, E., Giudice, M. D., Osello, A., Ma ii, E., & Aquaviva, A. (2015). DIMCloud: A Distributed Framework for District Energy Simulation and Management. Internet Of Things. User-Centric Iot, 331. doi:10.1007/978-3-319-19656-5_45


Carbonell, J. G., Siekmann, J., Pazienza, M. T., Basili, R., De Cao, D., Giannone, C., & Marocco, P. (2007). Data-Driven Dialogue for Interactive Question Answering. In , AI*IA 2007: Artificial Intelligence & Human-Oriented Computing (p. 326). doi:10.1007/978-3-540-74782-6_29


Wooldridge, M., Castelfranchi, C., & Falcone, R. (2010). Trust and Technology. Trust Theory: A Socio-Cognitive & Computational Model, 343. doi:10.1002/9780470519851.ch12


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