ICT Support Technicians provide support for the deployment and maintenance of computer infrastructure and web technology and the diagnosis and resolution of technical problems.

An Associate Degree, Advanced Diploma or Diploma, or at least 3 years of relevant experience is usually needed. Around one third of workers have a university degree qualification. Sometimes particular vendor certifications are also required for this job. Even with a qualification, experience or on-the-job training is usually needed.

Tasks

  • determining software and hardware requirements to provide solutions to problems
  • responding to inquiries about software and hardware problems
  • adapting existing programs to meet users' requirements
  • installing and downloading appropriate software
  • ensuring efficient use of applications and equipment
  • implementing computer networks
  • designing and maintaining web sites
  • repairing and replacing peripheral equipment such as terminals, printers and modems
  • may work in a call centre

Job Titles

  • Hardware Technician
  • ICT Customer Support, or ICT Help Desk Officer
  • Web Administrator, or Web Master
  • Other ICT Support Technicians
  • Hardware Technician

    Supports and maintains computer systems and peripherals by installing, configuring, testing, troubleshooting, and repairing hardware.

  • ICT Customer Support, or ICT Help Desk Officer (also called ICT Help Desk Technician, or System Support Officer)

    Provides support, education and guidance in the deployment and maintenance of computer infrastructure and the diagnosis and resolution of technical problems and issues. May work in a call centre.

    Specialisations: Network Support Technician, Operator Command Support Systems (Army)

  • Web Administrator, or Web Master

    Designs, builds and maintains websites, and provides web technology solutions and services.

  • Other ICT Support Technicians

    Includes Applications Packager, Computer Systems Technician, Telecommunications Computer Systems Technician

Fast Facts

  • Avg. Weekly Pay

    $1,200 Before Tax
  • Future Growth

    strong
  • Skill Level

    Associate Degree or Diploma
  • Employment Size

    50,500
  • Unemployment

    average
  • Male Share

    78.6%
  • Female Share

    21.4%
  • Full-Time Share

    83.7%

Find Vacancies

This is a very large occupation employing 50,500 workers. Over the past 5 years the number of jobs has stayed about the same.
Strong growth is expected in the future. New jobs and turnover from workers leaving may create between 25,001 and 50,000 job openings over the 5 years to 2020.

  • ICT Support Technicians work in most parts of Australia.
  • They mainly work in: Professional, Scientific and Technical Services; Education and Training; and Public Administration and Safety.
  • Full-time work is very common. Full-time workers, on average, work 37.3 hours per week (compared to the all jobs average of 40 hours).
  • Average earnings for full-time workers are around $1,200 per week (similar to the all jobs average of $1,230). Earnings tend to be lower when starting out and higher as experience grows.
  • The average age is 36 years (compared to the all jobs average of 40 years).
  • Around 8 in 10 workers are male.
  • In 2016, the unemployment rate was similar to the average.

Employment Outlook

Number of Workers

Source: ABS Labour Force Survey, Department of Employment trend data to November 2015 and Department of Employment projections to 2020.
YearNumber of Workers
200539500
200645100
200749800
200849400
200945600
201049700
201153400
201254600
201354400
201452300
201550500
202056200

Weekly Earnings

Full-time Earnings

All Jobs Average

Weekly Earnings (before tax)

Source: Based on ABS Characteristics of Employment survey, August 2015, Cat. No. 6333.0, Customised Report. Median earnings are before tax and do not include superannuation. Earnings can vary greatly depending on the skills and experience of the worker and the demands of the role. These figures should be used as a guide only, not to determine a wage rate.
EarningsICT Support TechniciansAll Jobs Average
Full-Time Earnings12001230

Hours

Weekly Hours Worked

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Hours actually worked by people who usually work full-time, and share of employment by full-time and part-time status, for this job compared to the all jobs average.
CategoryICT Support TechniciansAll Jobs Average
Full-time83.768.4
Part-time16.331.6
Average Weekly Hours (full-time)37.340.0

Main Industries

Top Industries

Main Employing Industries (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Industries are based on the Australian and New Zealand Standard Industrial Classification (ANZSIC 06).
Main Employing IndustriesIndustry (% share)
Professional, Scientific and Technical Services35.6
Education and Training10.5
Public Administration and Safety9.9
Retail Trade7.5
Other Industries36.5

States and Territories

  • NSW

  • VIC

  • QLD

  • SA

  • TAS

  • NT

  • ACT

Employment by State and Territory (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Share of workers across Australian States and Territories, in this job compared to the all jobs average.
StateICT Support TechniciansAll Jobs Average
NSW37.831.8
VIC23.425.5
QLD15.219.8
SA6.86.8
WA9.711.2
TAS1.62.0
NT1.11.1
ACT4.31.8

Age Profile

Age Profile (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Age profile of workers in this job compared to the all jobs average.
Age BracketICT Support TechniciansAll Jobs AverageAll Jobs Average
15-192.3-5.45.4
20-2411.8-9.99.9
25-3431.3-23.423.4
35-4428.0-21.721.7
45-5420.1-21.121.1
55-594.3-8.78.7
60-642.0-5.95.9
65 and Over0.2-3.83.8

Gender

Male Share

Female Share

Gender (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Male and female share of employment in this job compared to the all jobs average.
CategoryICT Support TechniciansCategoryAll Jobs Average
Males78.6Males53.6
Females21.4Females46.4

Education Level

Top Education Levels

Highest Level of Education (% share)

Source: ABS, Education and Work (2016). Findings based on use of ABS TableBuilder data. Highest qualification completed by workers in this job (in any field of study). Skill level requirements can change over time, the qualifications needed by new workers might be different from the qualifications of workers already in the job.
Type of QualificationICT Support TechniciansAll Jobs AverageAll Jobs Average
Post Graduate/Graduate Diploma or Graduate Certificate7.6-8.68.6
Bachelor degree35.7-17.917.9
Advanced Diploma/Diploma15.8-10.110.1
Certificate III/IV14.0-18.918.9
Year 1219.2-18.718.7
Years 11 & 107.8-17.717.7
Below Year 100.0-8.18.1

An Associate Degree, Advanced Diploma or Diploma, or at least 3 years of relevant experience is usually needed.
Around one third of workers have a university degree qualification. Sometimes particular vendor certifications are also required for this job. Even with a qualification, experience or on-the-job training is usually needed.

If you are interested in this style of work, there are a wide range of training options available that could lead to this or a similar job.
The pathway that is right for you will depend on your skills and interests.

It is a good idea to speak to industry bodies, employers, and workers to learn more about the skills and qualifications you will need.

Employers look for ICT Support Technicians who are reliable, work well in a team and have a strong work ethic.

Knowledge

The topics, subjects, or knowledge areas workers rate as most important are shown below.

  1. Computers and Electronics

    96% Important

    Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

  2. Customer and Personal Service

    90% Important

    Customer and personal services. This includes understanding customer needs, providing good quality service, and measuring customer satisfaction.

  3. English Language

    75% Important

    English language including the meaning and spelling of words, rules of composition, and grammar.

  4. Telecommunications

    69% Important

    Transmission, broadcasting, switching, control, and operation of telecommunications systems.

  5. Clerical

    64% Important

    Word processing, managing files and records, stenography and transcription, designing forms, and other office work.

Occupational Information Network Computer and Information Systems Managers Opens in a new window
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration. The information on this site is derived from the US Department of Labor O*NET Database Version 21.2

Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.

Activities

The work activities workers rate as most important are shown below.

  1. Interacting With Computers

    99% Important

    Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.

  2. Getting Information

    89% Important

    Looking for, getting and understanding different kinds of information.

  3. Making Decisions and Solving Problems

    88% Important

    Using information to work out the best solution and solve problems.

  4. Updating and Using Relevant Knowledge

    87% Important

    Keeping up-to-date with technology and new ideas.

  5. Communicating with Supervisors, Peers, or Staff

    86% Important

    Giving information to supervisors, co-workers, and staff by telephone, in written form, e-mail, or in person.

Occupational Information Network Computer and Information Systems Managers Opens in a new window
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration. The information on this site is derived from the US Department of Labor O*NET Database Version 21.2

go to top