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IT Support Officer

As an IT Support Officer, you will help people use technology effectively by setting up equipment, troubleshooting technical issues and maintaining IT systems. You'll provide advice and support to staff, helping keep computers, networks and digital services running smoothly so that organisations can work efficiently and securely. You may work on a help desk providing direct problem-solving for users, or over the phone, screening calls and triaging based on urgency of the problem. 

IT Support Officer is also known as IT Officer, IT Administrator, IT Support.

Role Characteristics

  • Keep computer systems running smoothly and ensure users get the maximum benefit from them
  • Install and configure computer hardware operating systems and applications
  • Monitor and maintain computer systems and networks
  • Provide support in a face-to-face capacity, over the phone or via remote desktop software, helping people set up systems or resolve issues
  • Troubleshoot system and network problems, diagnosing and solving hardware or software faults
  • Prioritise and manage many open cases at one time

Skills

  • Advice giving
  • Attention to detail
  • Customer service
  • Following instructions
  • Operating equipment
  • Problem-solving

Day in the life

Find out more about what IT Support Officers do day to day.

Routes into this role

Here are some example routes that can lead into this role.

  • GCSEs
  • BTEC, T-Level or A-Levels
  • An apprenticeship

How to become

To become an IT Support Officer, you will usually need to complete a qualification in Information Technology, Computing or a related subject. There are many ways to access this, and you can explore lots of current opportunities in the section below.

Useful qualifications include: 

  • GCSEs in English, Maths and IT 
  • A-Levels in Maths or Computing 
  • T Levels in Digital Support Services, Networking, Cyber Security & Emerging Technologies, or Software, Cyber Security & Network Engineering  
  • Level 3 Courses in Digital Skills, Information Technology, or Computing  
  • BTECs in Information Technology or Computing 
  • You could also complete an IT Apprenticeship, gaining paid work experience and developing your skills while you learn.

Practical experience is also very important for this role. You could develop your digital skills, and knowledge of hardware, software, IT systems, and data protection through volunteering to provide free IT support to local charities or community organisations, or completing work experience or paid work in office environments or more customer-focused junior IT support roles. You may also wish to learn by completing personal computing projects, or helping family and friends with technology. 

Alongside technical skills and knowledge, you might want to think about how you develop your skills in communication, organisation, teamwork, and problem-solving. 

Where can this role lead

From your role as an IT Support Officer, you could build on your technical knowledge and problem-solving skills to move into specialist digital roles such as Data Analyst, helping organisations use data to improve services, or Business Analyst, identifying opportunities to improve systems and processes. You could also use your communication and digital engagement skills in a Communications Officer role, supporting internal and external communications through digital platforms. 

Your customer service, troubleshooting and relationship-building skills would also transfer well into people-focused roles such as Call Handler or Administrative Assistant, where supporting users, solving problems and managing information are key parts of the job. 

If you enjoy helping people directly, your experience supporting technology users could provide a route into health and care roles that increasingly rely on digital systems. You might move into roles such as Care Navigator, helping people access the right services, or develop specialist knowledge in digital health and support the delivery of technology-enabled care. 

Progression might look like becoming a digital team leader or manager, leading technology projects as a Project Manager, or moving into strategic roles that help organisations use technology, data and digital services to improve outcomes for staff, patients and communities. 

Location

  • Offices
  • Community Settings
  • At Home

Working hours

  • Casual Hours
  • Flexible Hours
  • Full Time
  • Weekdays
  • Part Time
  • Overtime

Opportunities

Two people smiling whilst working Woman in facemask working
BTECs, T-levels or A-levels
Leeds City College Digital and IT courses
Find out more about the Digital and IT courses available at Leeds City College.
Organisation
Leeds City College
View opportunity
Volunteering
Volunteering in Health and Care
Find out more about volunteering opportunities in Health and Care
Organisation
Volunteering Opportunities
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BTECs, T-levels or A-levels
T Level Digital Support and Security
This Digital T Level study programme provides you with the practical and academic skills and knowledge to progress into a career in Digital Support Services.
Organisation
Wakefield College
View opportunity
Undergraduate Degree
Undergraduate BSc (Hons) Computer Science
Skilled computing professionals are in demand. Completing this degree in computer science equips you with the knowledge needed to work at the forefront of innovation.
Organisation
Leeds Beckett University
View opportunity
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