Information & Communication Technology

IT Support Officer

IT support officers provide help and advice to people and organisations using computer software or equipment.

  • Entry-level education

    VET qualification

  • Job outlook

    1 2 3 4 5

What does an IT Support Officer do?

IT support officers provide help and advice to people and organisations using computer software or equipment. IT support officers may also be known as IT operations support analysts, IT support technicians or help desk officers.


Work activities

As an IT support officer, you would:

  • answer or respond to user inquiries regarding computer software or hardware
  • use your observations, or network support software, to identify the cause of the problem
  • rectify the problem using software, or recommend the appropriate hardware replacement
  • set up equipment, ensuring proper installation and performance of cables, operating systems, or appropriate software
  • maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

Key skills and interests

To become an IT support officer, you would need:

  • strong customer service skills
  • analytical and problem-solving skills
  • persistence and patience
  • the ability to work as part of a team
  • the ability to explain technical concepts in non-technical language
  • an aptitude for technical activities.

Working hours and conditions

Working Hours

Most IT support specialists work full-time. However, you may work a regular number of hours per week, but outside of a typical 9-to-5 schedule. Because computer support is important for businesses, many support specialists must be available at all hours, usually on a roster system.


You would usually work out of an office, using a phone and computer. In a large company, you might need to travel between company sites. In a smaller company, you might work with other staff at their workstations.


How to become an IT Support Officer?

Entry Level Education

To become an IT support technician you usually have to complete a VET qualification in information technology or information technology support.

Many employers now prefer a bachelor’s degree because of the increasingly complexity and wide ranging use of IT systems. More technical positions are likely to require a degree in a field such as computer science, engineering, or information science. To get into these courses you usually need to gain your senior secondary school certificate or equivalent. English and maths would be appropriate subjects to study prior to university.

To keep up with changes in technology, many IT support specialists continue their education throughout their careers.


Job outlook

  • 1 2 3 4 5

Employment of IT support specialists is projected to grow faster than the average for all occupations.

More support services will be needed as organisations upgrade their computer equipment and software. Computer support staff will be needed to respond to the installation and repair requirements of increasingly complex computer equipment and software.

Employment growth also should be strong in healthcare industries. This field is expected to greatly increase its use of IT, and support services will be crucial to keep everything running properly


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