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 how to use appropriate hardware diagnostic tools for troubleshooting.
Level 2 Behaviors
(Light Experience)
Suggests resolution for common hardware issues to superiors.
Level 3 Behaviors
(Moderate Experience)
Works on hardware setups and installations, troubleshooting, and upgrades to enhance the system's performance.
Level 4 Behaviors
(Extensive Experience)
Manages the assembly and configuration of complex network components and related services.
Level 5 Behaviors
(Mastery)
Generates proactive processes to identify hardware troubleshooting steps before new product releases.
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 key metrics used in customer support delivery.
Level 2 Behaviors
(Light Experience)
Informs teams on new information related to products and services.
Level 3 Behaviors
(Moderate Experience)
Manages customer accounts to ensure timely support and resolution of customer issues and conflicts.
Level 4 Behaviors
(Extensive Experience)
Sets key performance indicators to monitor and optimize the delivery of customer support.
Level 5 Behaviors
(Mastery)
Improves policies in customer support to meet customer needs and minimize attrition.
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 the importance of using appropriate training methods for end-users.
Level 2 Behaviors
(Light Experience)
Gathers requirements to support system validation and end-user training.
Level 3 Behaviors
(Moderate Experience)
Participates in project meetings to proactively deliver new training content.
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)
Identifies our internal and external sources for the SOPs we need.
Level 2 Behaviors
(Light Experience)
Participates in the implementation of new SOPs and enhancement of existing ones.
Level 3 Behaviors
(Moderate Experience)
Maintains the accuracy of SOPs to provide consistent guidance in our workplace.
Level 4 Behaviors
(Extensive Experience)
Leverages the use of SOPs to solve business and operation problems.
Level 5 Behaviors
(Mastery)
Keeps abreast of industry regulation and its effect on our internal SOPs.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists best practices and tools to maintain high accuracy and thoroughness in the workplace.
Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
Level 3 Behaviors
(Moderate Experience)
Sets up processes to ensure delivery of high-quality work.
Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
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.
