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

  • $1,200 Weekly Pay
  • 53,300 workers Employment Size
  • Strong Future Growth
  • High skill Skill level rating
  • Lower unemployment Unemployment
  • 87.7% Full-Time Full-Time Share
  • 38.2 hours Average full-time
  • 37 years Average age
  • 17.2% female Gender Share

The number of ICT Support Technicians stayed fairly stable over the past 5 years and is expected to grow strongly over the next 5 years:
from 53,300 in 2017 to 59,200 by 2022.
There are likely to be around 44,000 job openings over this time from workers leaving and new jobs being created.

  • Size: This is a very large occupation.
  • Unemployment: Unemployment was below average in 2017.
  • Location: ICT Support Technicians work in most regions of Australia.
  • Industries: Most work in Professional, Scientific and Technical Services; Education and Training; and Public Administration and Safety.
  • Earnings: Full-time workers earn 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.
  • Full-time: Most work full-time (87.7%, much higher than the all jobs average of 68.4%).
  • Hours: Full-time workers spend around 38.2 hours per week at work (compared to the all jobs average of 40.0 hours).
  • Age: The average age is 37 years (compared to the all jobs average of 40 years).
  • Gender: 17.2% of workers are female (compared to the all jobs average of 46.7%).

Employment Outlook

Number of Workers

Source: ABS Labour Force Survey, Department of Jobs and Small Business trend data to May 2017 and Department of Jobs and Small Business projections to 2022.
YearNumber of Workers
200748400
200849200
200946600
201049400
201151700
201254300
201351700
201455300
201554100
201651800
201753300
202259200

Weekly Earnings

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

Main Industries

Main Employing Industries (% Share)

Source: Based on ABS Labour Force Survey, annual average 2017, 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 Services40.9
Education and Training9.5
Public Administration and Safety9.0
Financial and Insurance Services6.7
Other Industries33.9

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 2017, 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
NSW35.631.6
VIC29.026.2
QLD14.119.7
SA5.36.7
WA10.710.8
TAS1.82.0
NT1.01.1
ACT2.41.8

Age Profile

Age Profile (% Share)

Source: Based on ABS Labour Force Survey, annual average 2017, 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
15-191.3-5.25.2
20-247.3-9.99.9
25-3435.8-23.623.6
35-4427.7-21.721.7
45-5420.4-20.820.8
55-596.0-8.88.8
60-641.5-6.06.0
65 and Over0.0-4.04.0

Education Level

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/IV14-18.918.9
Year 1219.2-18.718.7
Years 11 & 107.8-17.717.7
Below Year 100-8.18.1

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.

Before starting a course, check it will provide you with the skills and qualifications you need.

  • Compare undergraduate and postgraduate student experiences and outcomes on the QILT website.
  • Compare Vocational Education and Training (VET) courses, providers and student outcomes on the My Skills website.
  • You might be interested in Information and Communications Technology VET training pathways on the AAPathways website.

The course listings on this page are provided by Good Education Group.

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

Knowledge

These are important topics, subjects or knowledge areas.

  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
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 15-1151.00 - Computer User Support Specialists.

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

These are kinds of activities workers regularly do in this job.

  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
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 15-1151.00 - Computer User Support Specialists.

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