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IT Support Assistant Job Description

Job Title: IT Support Assistant

Overview/Summary of the role:
The IT Support Assistant will provide assistance and support to the IT department within an organization. The primary responsibility of the IT Support Assistant is to ensure that end-users can effectively use hardware and software tools. The assistant will also assist with troubleshooting problems, installing and configuring software, updating computer systems, and maintaining databases.

Responsibilities and Duties:
- Provide technical support to end-users and teams
- Respond to help desk requests and provide resolution for hardware, software, and network issues
- Install, configure, update and maintain computer software and hardware
- Troubleshoot and resolve problems with user accounts or access to systems
- Monitor system performance and identify issues
- Assist with data management and storage
- Provide basic assistance with web design and social media accounts
- Suggest improvements to the IT infrastructure to enhance efficiency
- Ensure the timely and proper resolution of assigned help desk requests
- Maintain proper documentation of technical activities

Qualifications and Skills:
Hard Skills
- Basic knowledge of computer hardware and software, internet protocols, and network architecture
- Experience with Microsoft Office Suite, particularly Word and Excel
- Familiarity with web design and social media platforms
- Experience with help desk software or ticketing systems
- Ability to troubleshoot and solve software and hardware problems
- Knowledge of basic database management

Soft Skills
- Strong interpersonal skills and ability to communicate with people of all technical levels
- Attention to detail and ability to maintain accurate records and documentation
- Ability to work independently or as part of a team
- High level of initiative and the ability to handle multiple tasks simultaneously
- Analytical, problem-solving, and critical thinking skills
- Excellent time-management, organizational and prioritization skills
- Continuous learning and improvement-oriented mindset

Education and Experience:
- Bachelor's degree in Computer Science, Information Technology or related field
- At least 1 year of related work experience

- Additional relevant computer certifications
- Experience with large enterprise IT infrastructures
- Experience working in a help desk or technical support role
- Knowledge of data center operations and network administration.

Licensing (if applicable):
In most cases, IT Support Assistant positions do not require any specific licensing. However, some specialized roles may require certifications such as CompTIA A+, Network+, or Security+.

Typical Employers:
IT Support Assistants can find employment opportunities in a wide range of industries such as healthcare, government agencies, finance, education, and technology. Some typical employers include IT consulting firms, software companies, and small and large enterprises.

Work Environment:
IT Support Assistants typically work in an office setting and provide remote support to end-users. However, they may also be required to visit on-site locations to resolve technical issues. The role may involve working flexible hours to provide 24/7 support to users.

Career Pathways (both leading to this position and next positions):
The most common entry-level positions to lead to IT Support Assistant positions include Helpdesk Support Technician, Technical Support Specialist, and Computer Support Specialist. IT Support Assistants can advance their careers by taking on roles such as IT Support Analyst, IT Support Lead, or Systems Administrator.

Job Growth Trend (USA and Global):
According to the US Bureau of Labor Statistics, employment of Computer Support Specialists (which includes IT Support Assistants) is projected to grow 8 percent from 2019 to 2029, which is faster than the average for all occupations. The global IT Support market is also expected to grow significantly in the coming years, driven by the increasing adoption of digital technologies and advancements in cloud computing and artificial intelligence.

Career Satisfaction:

As an entry-level position in IT, the role of IT support assistant can provide a good grounding in the industry, with a range of tasks and responsibilities that can vary from one day to the next. For people who are interested in IT, this can be a great way to start a career in the sector, and many IT support assistants go on to take on more senior positions in the field. Job satisfaction can come from providing assistance to colleagues and solving IT problems, as well as from learning new skills and gaining exposure to different areas of IT.

Related Job Positions:

IT support assistant positions are typically entry-level positions, but there are a range of related positions that might be available to someone with experience in this role. These include IT support specialist, helpdesk technician, network technician, and IT systems administrator. These positions involve more advanced technical knowledge and skills, as well as more specialized responsibilities.

Connected People:

IT support assistants will interact with a range of people, including colleagues in their own department as well as people from other areas of the business. They may also interact with external IT vendors and contractors. Some of the positions they are likely to interact with include IT managers, technical support specialists, system administrators, and business analysts.

Average Salary:

The average salary for an IT support assistant varies depending on the country, with the US typically offering the highest salaries. Here are the average salaries for IT support assistants in the US, UK, Germany, India, and Brazil:

- US: $38,000-$49,000
- UK: £18,000-£23,000
- Germany: €25,000-€35,000
- India: INR 180,000-INR 300,000
- Brazil: R$24,000-R$30,000

Benefits Package:

IT support assistant positions often come with a range of benefits, which can include health insurance, paid vacation, sick leave, retirement savings plans, and training and development opportunities. Some companies also offer employee discounts on products and services.

Schedule and Hours Required:

Most IT support assistant positions are full-time, although there may be part-time or flexible working options available. They typically work regular business hours, although some may be required to work outside of these hours if there are system problems or a major project that needs to be completed. Overtime may be required from time to time, depending on the needs of the company.

Level of Autonomy:
As an IT Support Assistant, you will typically work under the supervision of a manager or team leader. You will be required to follow specific protocols and procedures while providing support to end-users. However, once you gain experience and demonstrate your skills, you may be given more independence in solving IT issues and determining the best course of action.

Opportunities for Professional Development and Advancement:
There are many opportunities for professional development in the field of IT support. As an IT Support Assistant, you may have the chance to receive training and certification in specific software programs or IT concepts. With experience and additional training, you can advance to higher-level technical support roles or become a network or systems administrator.

Specialized Skills or Knowledge Required:
To excel as an IT Support Assistant, you will need basic knowledge of computer hardware and software, as well as troubleshooting skills. You should have excellent communication skills, both verbal and written, as you will need to explain technical concepts to non-technical end-users. Familiarity with help desk software and remote desktop tools is also important.

Physical Demands:
IT Support Assistants typically work in an office environment and spend much of their time sitting at a desk. You may need to lift and move computer equipment at times, but this is not typically a major part of the job.

Tools and Technologies Used:
IT Support Assistants use a variety of tools and technologies to provide technical support. These may include help desk software, remote desktop tools, antivirus and malware protection software, and hardware diagnostic tools. Familiarity with common office productivity software like Microsoft Office is also important.

Work Style:
As an IT Support Assistant, you should possess excellent problem-solving skills and be able to work independently as well as in a team. You should be patient, understanding, and able to remain calm under pressure while dealing with multiple technical issues. Your work style should be detail-oriented and you should be able to prioritize and manage your workload effectively. Additionally, you should be proactive in identifying and resolving problems before they affect end-users.

Working Conditions:
Working conditions will vary depending on the type of organization you work in. Typically, you will spend much of your day at a desk, using a computer and phone. You should be comfortable working with technology and have knowledge of standard office software and computer hardware. You may also be required to work outside of traditional office hours to support users during evenings and weekends.

Team Size and Structure:
The IT department may be structured in various ways depending on the size and complexity of the organization. You will likely be working alongside other IT professionals such as Network Administrators, IT Managers, and other IT Support personnel. You should be able to work well within a team environment and be willing to collaborate with others to achieve shared goals. Additionally, you may be asked to mentor and train new IT Support personnel.

Collaboration and Communication Requirements:
As an IT Support Assistant, you will regularly interact with other members of the IT team as well as employees from other departments within the organization. You should possess excellent communication skills, both in writing and verbally, and be able to communicate complex information in a way that is easily understood by non-technical end-users. You should also be able to work collaboratively with colleagues to troubleshoot and resolve technical issues promptly.

Cultural Fit and Company Values:
The culture and values of the company you work for are crucial to a successful and fulfilling employment experience. As an IT Support Assistant, you should align with the company's values and possess a strong work ethic. You should be respectful of all colleagues and adhere to ethical and professional standards. You should be open to learning new technologies and procedures and be committed to your own personal and professional development. You should also be flexible and adaptable to change while maintaining a positive attitude.