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)
Names the processes used in troubleshooting hardware components including computers, printers, and other components.
Level 2 Behaviors
(Light Experience)
Supports users by answering questions and troubleshooting basic problems related to computer systems hardware.
Level 3 Behaviors
(Moderate Experience)
Works with end users to identify and deliver required PC service levels.
Level 4 Behaviors
(Extensive Experience)
Recommends improvement on the daily hardware troubleshooting procedures and methods.
Level 5 Behaviors
(Mastery)
Refines rules, policies, and protocols related to hardware troubleshooting to keep alignment with business requirements.
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)
Lists customer service tools used to track customer interactions and improve service delivery.
Level 2 Behaviors
(Light Experience)
Supports the planning and execution of customer service tactics to improve service quality.
Level 3 Behaviors
(Moderate Experience)
Uses metrics in analyzing areas of opportunities for customer service.
Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on effective techniques in customer service to retain customers and increase value.
Level 5 Behaviors
(Mastery)
Leads customer support operations to monitor and determine growth opportunities for customer satisfaction.
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)
Lists the support and learning tools used in providing end-user training.
Level 2 Behaviors
(Light Experience)
Gathers requirements to support system validation and end-user training.
Level 3 Behaviors
(Moderate Experience)
Updates and tests training curriculum to fulfill and improve knowledge and roles of end-users.
Level 4 Behaviors
(Extensive Experience)
Monitors KPIs to measure the effectiveness of delivered end-user training programs.
Level 5 Behaviors
(Mastery)
Leads training operations to optimize service availability and usability for end-users.
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)
Lists the typical processes of SOP development.
Level 2 Behaviors
(Light Experience)
Participates in the implementation of new SOPs and enhancement of existing ones.
Level 3 Behaviors
(Moderate Experience)
Modifies SOPs accordingly to reflect changes in our business practices and policies.
Level 4 Behaviors
(Extensive Experience)
Optimizes the current SOP development and implementation processes.
Level 5 Behaviors
(Mastery)
Leads cross-functional efforts to develop and implement SOPs across our organization.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists the traits of an employee showing great attention to detail.
Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
Level 3 Behaviors
(Moderate Experience)
Suggests solutions to issues that arise while executing the tasks.
Level 4 Behaviors
(Extensive Experience)
Manages training to improve staffs' concentration and attention to detail.
Level 5 Behaviors
(Mastery)
Learns from previous works' strengths and weaknesses to guide new projects.
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.
