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.  

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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.

Physical Requirements

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

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.

Personal Qualities

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.

Skills

IT helpdesk/support technicians need to have knowledge of:

  • computer hardware, software, networks and websites
  • the latest developments in information technology.

Conditions

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.

Information Technology Helpdesk/Support Technicians can earn around $55K-$71K per year.

Chances of getting a job as a Information Technology Helpdesk/Support Technician are good due to a shortage of people interested in this type of work.

Pay for information technology (IT) helpdesk/support technicians varies. IT helpdesk/support technicians in the:

  • lowest-paid group earn an average of $55,000 a year
  • middle pay range earn an average of $60,000
  • highest-paid group earn an average of $71,000.

IT helpdesk/support technicians working as contractors earn an average of $30 to $40 an hour.

Source: AbsoluteIT, 'Tech Remuneration Report', February 2021.

IT helpdesk/support technicians may progress to set up their own IT support business, or move into management roles. They may also become software developers or business analysts.

Years Of Training

1-3 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.

Information Technology Helpdesk/Support Technician

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