Entry

What this level means

New to role or field; performs basic tasks under supervision

Scope

Own tasks within a defined component

Autonomy

Close supervision; work reviewed frequently

Complexity

Routine problems with known solutions

Impact

Own deliverables

Decision rights

Few independent decisions; escalates the rest

Leadership

None — building the craft

Typical experience

0–2 yrs

What you'd do

• Respond to user requests and incidents
• Diagnose and resolve technical issues
• Install, configure and maintain end-user equipment
• Perform password resets and account provisioning
• Document solutions and update knowledge base
• Assist in maintaining IT inventory
• Provide basic software installation and troubleshooting
• Escalate unresolved issues to higher-level support
• Ensure timely resolution of support tickets
• Participate in team meetings and training sessions
• Perform password resets and account provisioning
• Install and configure end-user equipment
• Document solutions and update knowledge base

Skills, knowledge & tools

• Basic troubleshooting
• Customer interaction
• Software installation
• Technical documentation
• IT inventory management
• Password management
• Account provisioning
• Basic network configuration
• IT support processes
• Basic networking concepts
• Software installation procedures
• Customer service principles
• Technical documentation standards
• Hardware troubleshooting
• End-user equipment configuration
• Security protocols
• Customer service orientation
• Problem Solving
• Teamwork
• Learning Agility
• Attention to detail
• Technical proficiency
• Communication Skills
• Time management

What good looks like

• 0–2 years in IT or technical support
• CompTIA A+, ITF+
• Strong communication skills

What it pays

Market-pay benchmarks for this family × level are being recalibrated across all survey sources and will return shortly.

O*NET / SOC: 15-0000 — Computer & Mathematical Occupations (inferred)

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