Maintains, repairs, and troubleshoots desktop hardware and software packages.
Also responsible for customer service and end-user training.
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Client Technologies Technician skill and competencie below to view definitions.
Skill definition-Identifying and fixing operational or technical problems within a hardware device or equipment to ensure efficient performance.
Level 1 Behaviors
(General Familiarity)
Explains basic computer hardware set-up, configuration, and troubleshooting.
Level 2 Behaviors
(Light Experience)
Conducts basic electronic principles troubleshooting to determine problems in hardware or equipment.
Level 3 Behaviors
(Moderate Experience)
Provides basic to advanced hardware troubleshooting support to improve business functionality and technical performance.
Level 4 Behaviors
(Extensive Experience)
Guides junior leadership in maintaining and troubleshooting intermediate to complex issues of computer hardware.
Level 5 Behaviors
(Mastery)
Establishes innovative network troubleshooting methods for both hardware and software issues.
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer support in meeting customer needs and expectations.
Level 2 Behaviors
(Light Experience)
Identifies customer needs and requirements to meet customer support expectations.
Level 3 Behaviors
(Moderate Experience)
Leverages tools and resources to provide prompt customer service troubleshooting.
Level 4 Behaviors
(Extensive Experience)
Recommends improvements to our customer support tools and methods to drive customer satisfaction.
Level 5 Behaviors
(Mastery)
Establishes best practices in customer support to enhance customer satisfaction and retention.
Skill definition-Creating and utilizing interactive guidance and learning methods to help users gain a full understanding of products and services.
Level 1 Behaviors
(General Familiarity)
Explains system processes and procedures used in delivering end-user training.
Level 2 Behaviors
(Light Experience)
Compiles online help files to aid the training needs of the end-users.
Level 3 Behaviors
(Moderate Experience)
Maintains detailed training materials and resources to assist end-users in daily system functions.
Level 4 Behaviors
(Extensive Experience)
Delivers complex technical training to end-users to improve product adoption and utilization.
Level 5 Behaviors
(Mastery)
Develops training strategies to achieve end-user goals and service requirements.
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Discusses the considerations and concerns on applying SOP for the first time.
Level 2 Behaviors
(Light Experience)
Documents the SOP drafts and outlines for final approval.
Level 3 Behaviors
(Moderate Experience)
Initiates SOP revisions to support continuous improvement of processes.
Level 4 Behaviors
(Extensive Experience)
Evaluates the benefits and drawbacks of a specific SOP; oversees the corresponding enhancements.
Level 5 Behaviors
(Mastery)
Establishes formal policies and procedures to guide the our SOP practices.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Identifies the procedures for making sure that results are mistake-free.
Level 2 Behaviors
(Light Experience)
Processes limited amounts of detailed information with reasonable accuracy.
Level 3 Behaviors
(Moderate Experience)
Reviews and analyzes the accuracy of data and details.
Level 4 Behaviors
(Extensive Experience)
Designs systems to help the team organize and track details and project progress.
Level 5 Behaviors
(Mastery)
Develops best practices for identifying and correcting errors, oversights, and omissions.
There are 1 hard skills for Client Technologies Technician, Hardware Troubleshooting.
6 general skills for Client Technologies Technician, Customer Support, End-User Training, Technical Support, etc.
6 soft skills for Client Technologies Technician, Standard Operating Procedures (SOP), Attention to Detail, Maintaining Focus, etc.
While the list totals 13 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Client Technologies Technician, he or she needs to be proficient in Standard Operating Procedures (SOP), be proficient in Attention to Detail, and be proficient in Maintaining Focus.
