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Consumer Support Technician Training
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

Learning Plans: Classroom training

Comprehensive Learning Plan:

Primary Focus: Windows 7