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It User Support Technician Jobs (NOW HIRING)

Central Health

IT User Support Technician II

Austin, TX

$21.75 - $29.75/hr

Overview IT User Support Technician II provides advanced technical support to end users and serves as an escalation point for complex incidents and service requests. This role is responsible for ...

Riot Platforms

IT Support Technician II

Corsicana, TX · On-site

$19 - $26/hr

The IT Support Technician II supports all user populations, including executive and VIP users, and is expected to work across multiple facilities as needed. The role also serves as a technical ...

New Cibo Vita LLC

IT Support Specialist

Totowa, NJ · On-site

The IT Support Technician works closely with the Senior IT Technician to resolve more complex issues and support IT projects. Position Summary End User Support * Serve as the first point of contact ...

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It User Support Technician information

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How much do it user support technician jobs pay per hour?

As of Aug 24, 2026, the average hourly pay for it user support technician in the United States is $25.07, according to ZipRecruiter salary data. Most workers in this role earn between $20.67 and $28.37 per hour, depending on experience, location, and employer.

What is an IT user support technician?

IT User Support Technicians are professionals who provide technical assistance and support to computer users within an organization. They help troubleshoot hardware and software issues, resolve network problems, and assist users with installing or using applications. Their role often includes responding to help desk requests, maintaining system documentation, and educating users about best practices. These technicians play a key role in ensuring smooth day-to-day operations by minimizing IT disruptions and enhancing user productivity.

What are the key skills and qualifications needed to thrive as an IT user support technician?

To thrive as an IT User Support Technician, you need a solid understanding of computer hardware, software troubleshooting, networking basics, and typically an associate’s degree or relevant certifications like CompTIA A+. Familiarity with ticketing systems, remote desktop tools, and knowledge base platforms is often required. Excellent communication, patience, and problem-solving skills help technicians effectively assist users and resolve issues. These skills are crucial to minimize downtime, ensure smooth technology operations, and provide a positive user experience.

What are some common challenges IT user support technicians face when assisting users remotely, and how can these be addressed?

IT User Support Technicians often encounter challenges such as communication barriers, limited access to users’ devices, and varying levels of technical proficiency among users when providing remote assistance. To address these issues, technicians can use remote desktop tools, develop clear troubleshooting guides, and practice patience and active listening to understand users’ problems fully. Building strong communication skills and staying updated on the latest remote support technologies also help ensure efficient and effective support.

What is the difference between It User Support Technician vs Help Desk Technician?

AspectIt User Support TechnicianHelp Desk Technician
CertificationsCompTIA A+, Microsoft CertifiedCompTIA A+, HDI Support Center Analyst
Work EnvironmentCorporate, educational, or healthcare settingsHelp desk, call centers, remote support
Employer & IndustryIT departments across various industriesIT service providers, internal support teams
Search & Comparison IntentDifferences in roles, responsibilities, certificationsSimilar support roles, job requirements

The It User Support Technician and Help Desk Technician roles often overlap in certifications and work environments, but the It User Support Technician typically handles more complex technical issues and may work directly with end-users in various settings. Help Desk Technicians often focus on initial support and troubleshooting via phone or remote access. Understanding these differences helps job seekers find roles that match their skills and career goals.

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What cities are hiring for It User Support Technician jobs?

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It User Support Technician jobs near you
Infographic showing various It User Support Technician job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $52,143 per year, or $25.1 per hour.

IT User Support Technician II

Central Health

Austin, TX

$21.75 - $29.75/hr

Full-time

Re-posted 12 days ago

Job description

Overview

IT User Support Technician II provides advanced technical support to end users and serves as an escalation point for complex incidents and service requests. This role is responsible for troubleshooting hardware, software, network, and application issues while adhering to ITIL best practices for Incident, Problem, Change, and Service Request Management. The technician delivers exceptional customer service, ensures timely resolution of issues, and contributes to continuous service improvement initiatives.

As of August, 2026 all IT User Support Technician/s II will meet the following education, experience, and certification criteria. All IT User Support Technician/s II hired prior to August, 2026 may be excluded from these requirements.

***This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs

Responsibilities

Essential Duties:

  • Demonstrate strong and consistent customer service skills focused on patience and empathy.
  • Serve as second tier point of contact for users who are contacting User Support via ServiceNow, Microsoft Teams, phone, and email.
  • Identify, research, and resolve support Tier I and Tier II incidents and requests Prioritize, categorize, and document tickets accurately within the ServiceNow platform.
  • Escalate unresolved issues to appropriate technical teams while maintaining ownership through resolution.
  • Mentor, train, and support Tier 1 Technicians Serve as the point of escalation for complex incidents and requests Contribute to Knowledge Management by creating and maintaining support documentation and knowledge articles.
  • Perform account administration, including password resets, user provisioning, and access management.
  • Diagnose and resolve complex hardware, software, operating system, and network-related issues.
  • Represent the User Support Service Desk in Major Incident and security incident response war rooms Identify opportunities to improve support processes, documentation, and user experience.
  • Participate in regular onsite team events, after-hours support, and on-call rotations as required.
  • Act as point of contact with vendors to resolve technical problems with desktop computing equipment and software Perform intermediate tasks in Microsoft Active Directory, Microsoft 365, and Intune Use and enforce timely, strict, and thorough documentation/logging practices.
  • Participate in Problem Management activities by identifying recurring issues and root causes.
  • Support Change Management processes by implementing approved changes and documenting outcomes.
  • Support endpoint management, software deployment, and device lifecycle management.
  • Monitor service desk queues to ensure timely response and resolution and provide proactive updates regarding ticket status and resolution timelines.

Perform other duties as assigned.

Qualifications

MINIMUM EDUCATION:

  • High School Diploma (or equivalent) - Required
  • Associates Degree in Information Technology related field (higher degree accepted) - Preferred

MINIMUM EXPERIENCE:

  • 3 Years of desktop support experience - Required

REQUIRED CERTIFICATIONS/LICENSURE:

  • CompTIA A+ Certification - Required Upon Hire

  • ITIL 4 or 5 Foundation Certification - Required within 6 months

Employment Type: FULL_TIME

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