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)
Identifies end-user training needs to support the development and planning of training programs.
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)
Sets the direction for a variety of training modalities to enable end-user competence.
Level 5 Behaviors
(Mastery)
Mentors periodic training sessions to ensure compliance with established procurement policies.
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)
Supports the analysis of our business and operations processes for SOP design and development.
Level 3 Behaviors
(Moderate Experience)
Researches new tools and techniques for SOP daily management.
Level 4 Behaviors
(Extensive Experience)
Resolves complex issues arising from SOP practices; develops preventative solutions accordingly.
Level 5 Behaviors
(Mastery)
Monitors industry for SOP trends and best practices; makes recommendations about those that benefit our business.
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)
Utilizes specific approaches and tools for checking and cross-checking outputs.
Level 3 Behaviors
(Moderate Experience)
Uses tools to organize and monitor work progress.
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.
