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Consumer Support Technician

Job Description

The consumer support technician is the role where many IT professionals start their careers. While this role is typically found in small to upper medium-sized organizations, it can also be found in larger enterprises serving as tier-1-level support. Consumer support technicians have experience with a wide range of desktop operating systems, applications, and mobile devices as well as experience with network, virus, malicious software, and hardware support issues. Experience implementing, administering, and troubleshooting desktop operating systems in stand-alone or small home-network environments is typically a prerequisite to this role.

Skills

• General
  Desktop operating system installation
  Hardware configuration and troubleshooting
  Desktop operating system configuration and troubleshooting
  Network configuration and troubleshooting
• Beginner
  Desktop applications configuration and troubleshooting
  Desktop applications security configuration
• Intermediate
  Desktop resource allocation
  Network infrastructure monitoring
• Expert
  Desktop operating system deployment
  Desktop security management
  Desktop applications support and maintenance

Typical required experience

Zero to five years

Responsibility scope

90 percent customer support and 10 percent projects

Possible role names

• First-level or second-level support
• Help desk
• Junior administrator
• Desktop and end-user support

Typical next positions

• Server Administrator
• Database Administrator
• Enterprise Support Technician
• Enterprise Messaging Administrator