P2P2 — Developing Professional
Intermediate
Independently resolves moderately complex problems. Installs hardware and software upgrades. May set up user equipment with minimal supervision.
What this level means
Early-career professional; developing skills, handles routine tasks with some independence
- Scope
- Defined deliverables / small features
- Autonomy
- General supervision; reviewed at milestones
- Complexity
- Some non-routine problems; applies established patterns
- Impact
- Own and immediate-team deliverables
- Decision rights
- Routine technical choices within guidance
- Leadership
- May guide interns
- Typical experience
- 1–3 yrs
What you'd do
- Independently resolve moderately complex problems
- Install hardware and software upgrades
- Contribute to maintaining documentation and knowledge base
- Assist in training junior support staff
- Monitor and maintain IT systems and networks
- Provide guidance on technical issues to end users
- Participate in IT projects as required
- Ensure compliance with IT policies and procedures
- Analyze and improve support processes
- Prepare reports on support activities
- Resolve moderately complex problems
- Install hardware and software upgrades
- Maintain documentation and knowledge base
Skills, knowledge & tools
- Problem analysis
- Hardware and software installation
- Documentation skills
- Process improvement
- Technical training
- Network maintenance
- Report preparation
- Policy compliance
- Advanced troubleshooting
- Hardware and software upgrade procedures
- IT policy and compliance
- Network maintenance
- Technical training methods
- Process improvement techniques
- Support documentation standards
- IT project participation
- Analytical thinking
- Communication
- Accountability
- Adaptability
- Initiative
- Technical expertise
- Process improvement
- Collaboration
What good looks like
- 2–4 years of support experience
- Strong analytical and problem-solving skills
- Ability to work independently
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)