ICT Customer Support Officers
Overview
Snapshot
Summary
ICT Customer Support Officers provide support, education and guidance in the deployment and maintenance of computer infrastructure and the diagnosis and resolution of technical problems and issues. They may work in call centres.
Also known as: ICT Help Desk Officer, ICT Help Desk Technician, or System Support Officer.
Specialisations: Network Support Technician, Operator Command Support Systems (Army).
Extensive experience or a formal qualification in information technology or digital media is needed to work as an ICT Customer Support Officer. Vocational Education and Training (VET) and university are both common study pathways.
Tasks
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Determines software and hardware requirements to provide solutions to problems.
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Responds to queries on software and hardware problems.
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Installs and downloads appropriate software.
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Adapts existing programs to meet users' requirements.
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Ensures efficient use of applications and equipment.
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Implements computer networks, designs and maintains websites.
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Repairs/replaces peripheral equipment such as terminals, printer and modems.
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May work in call centre.
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Computer systems technicians assemble, install, maintain and repair computer hardware, software and related equipment.
Characteristics
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University
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Vocational Education and Training (VET)
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Informal or on-the-job
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Practical
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Analytical
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Administrative
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Helping
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Light
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Medium
Outlook
JSA produces employment projections to show where likely future job opportunities may be. Employment projections data are only produced for occupations at the broad four digit Australian and New Zealand Standard Classification of Occupations (ANZSCO) level. While data are not available for this occupation, projections data are available for the parent occupation, ICT Support Technicians, under the outlook section.
Earnings and hours
Working arrangements
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Around 85% of people employed as ICT Customer Support Officers work full-time hours, in all their jobs combined. This is 19 percentage points above the all jobs average (66%).
Full-time workers work an average of 41 hours per week in their main job. This is similar to the all jobs average (44 hours per week).
Sources:Full-time share and full-time hours: ABS, 2016 Census, customised report. Compared to the all jobs average.
Industries
Main industries
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ICT Customer Support Officers work in industries like:
- Professional, scientific and technical services
- Education and training
- Public administration and safety
- Information media and telecommunications.
Source: Based on ABS Census 2016, Customised Report.
Regions
Employment across Australia
NSW
VIC
QLD
SA
WA
TAS
NT
ACT
Employment by State and Territory (% Share)
State | ICT Customer Support Officers | All Jobs Average |
---|---|---|
NSW | 34.5 | 31.6 |
VIC | 26.9 | 25.6 |
QLD | 16.8 | 20.0 |
SA | 6.6 | 7.0 |
WA | 8.7 | 10.8 |
TAS | 1.7 | 2.0 |
NT | 0.7 | 1.0 |
ACT | 4.0 | 1.9 |
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Around 78% of ICT Customer Support Officers live in capital cities, compared with the all jobs average of 62%.
The regions with the largest share of workers are:
- Melbourne - South East
- Melbourne - West
- Australian Capital Territory
- Sydney - Parramatta
- Sydney - Inner South West.
Source: Based on ABS Census 2016, Customised Report. Share of workers across Australian states, territories and regions, in this job compared to the all jobs average.
Worker profile
Age and gender
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The median age of ICT Customer Support Officers is 36 years. This is younger than the all jobs average of 40 years.
A large share of workers are aged 25 to 34 years.
Females make up 21% of the workforce. This is 27 percentage points below the all jobs average of 48%.
Source: Based on ABS Census 2016, Customised Report. Age profile and gender share compared to the all jobs average.
Age Profile (% Share)
Age Bracket | ICT Customer Support Officers | All Jobs Average |
---|---|---|
15-19 | 1.7 | 5.0 |
20-24 | 10.0 | 9.3 |
25-34 | 34.0 | 22.9 |
35-44 | 27.3 | 22.0 |
45-54 | 17.0 | 21.6 |
55-59 | 5.6 | 9.0 |
60-64 | 3.0 | 6.0 |
65 and Over | 1.5 | 4.2 |
Median Age | 36 | 40 |
Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
Employment Pathways
Education, training and experience
Extensive experience or a formal qualification in information technology or digital media is needed to work as an ICT Customer Support Officer. Vocational Education and Training (VET) and university are both common study pathways.
Visit
- Course Seeker to search and compare higher education courses.
- ComparED to compare undergraduate and postgraduate student experiences and outcomes.
- My Skills to compare Vocational Education and Training (VET) courses, providers and student outcomes.
- AAPathways website to explore Information and Communications Technology VET training pathways.
Highest Level of Education (% Share)
Type of Qualification | ICT Customer Support Officers | All Jobs Average |
---|---|---|
Post Graduate/Graduate Diploma or Graduate Certificate | 12.2 | 10.1 |
Bachelor degree | 31.0 | 21.8 |
Advanced Diploma/Diploma | 19.0 | 11.6 |
Certificate III/IV | 13.8 | 21.1 |
Year 12 | 18.9 | 18.1 |
Year 11 | 2.2 | 4.8 |
Year 10 and below | 3.0 | 12.5 |
Source: ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). Qualifications needed by new workers might be different from the qualifications of workers already in the job.
Skills and Knowledge
Employers look for ICT Support Technicians who are reliable, work well in a team and have a strong work ethic.
Skills
Skills can be improved through training or experience.
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57%
Reading comprehensionReading work related information.
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54%
Active listeningListening to others, not interrupting, and asking good questions.
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54%
Critical thinkingThinking about the pros and cons of different ways to solve a problem.
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54%
SpeakingTalking to others.
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52%
InstructingTeaching people how to do something.
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48%
MonitoringKeeping track of how well work is progressing so you can make changes or improvements.
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48%
WritingWriting things for co-workers or customers.
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46%
Active learningBeing able to use what you have learnt to solve problems now and again in the future.
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46%
Coordination with othersBeing adaptable and coordinating work with other people.
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46%
Serving othersLooking for ways to help people.
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45%
Complex problem solvingNoticing a problem and figuring out the best way to solve it.
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45%
Judgment and decision makingFiguring out the pros and cons of different options and choosing the best one.
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45%
Time managementManaging your own and other peoples' time to get work done.
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45%
Social perceptivenessUnderstanding why people react the way they do.
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43%
Learning strategiesFiguring out the best way to teach or learn something new.
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43%
Systems analysisFiguring out how a system should work and how changes in conditions, operations, and the environment will affect it.
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43%
TroubleshootingFiguring out why a machine or system went wrong and working out what to do about it.
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39%
Management of personnel resourcesMotivating, developing, and directing people as they work, and choosing the best people for the job.
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39%
NegotiationBringing people together and trying to sort out their differences.
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39%
Operation monitoringWatching gauges, dials, or other indicators to make sure a machine is working properly.
Knowledge
These are important topics, subjects or knowledge areas.
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85%
Computers and electronicsCircuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
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76%
Customer and personal serviceUnderstanding customer needs, providing good quality service, and measuring customer satisfaction.
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64%
ClericalWord processing, managing files and records, stenography and transcription, designing forms, and other office work.
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60%
English languageEnglish language including the meaning and spelling of words, rules of composition, and grammar.
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54%
TelecommunicationsTransmission, broadcasting, switching, control, and operation of telecommunications systems.
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53%
Engineering and technologyUse engineering, science and technology to design and produce goods and services.
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52%
Education and trainingCurriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
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44%
Administration and managementBusiness principles involved in strategic planning, leadership, and coordinating people and resources.
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44%
MathematicsArithmetic, algebra, geometry, calculus, or statistics.
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40%
Communications and mediaMedia production, communication, and dissemination. Includes written, spoken, and visual media.
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38%
Technical designDesign techniques, tools, and principles used to make detailed technical plans, blueprints, drawings, and models.
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34%
MechanicalMachines and tools, including their designs, uses, repair, and maintenance.
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33%
Public safety and securityUse of equipment, rules and ideas to protect people, data, property, and institutions.
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31%
PsychologyHuman behaviour; differences in ability, personality, and interests; learning and motivation; research methods; assessing and treating disorders.
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31%
Production and processingRaw materials, production processes, quality control, costs, and ways of making and distributing goods.
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26%
Law and governmentHow our laws and courts work. Government rules and regulations, and the political system.
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23%
Personnel and human resourcesRecruiting and training people, managing pay and other entitlements (like sick leave), and negotiating pay and conditions.
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22%
TransportationMoving people or goods by air, rail, sea, or road.
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20%
Economics and accountingEconomics and accounting, the financial markets, banking and checking and reporting of financial data.
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20%
Sociology and anthropologyGroup behaviour and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.
Abilities
Workers use these physical and mental abilities..
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59%
Oral comprehensionListen to and understand what people say.
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59%
Oral expressionCommunicate by speaking.
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55%
Written comprehensionRead and understand written information.
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52%
Inductive reasoningUse lots of detailed information to come up with answers or make general rules.
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52%
Near visionSee details that are up-close (within a few feet).
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50%
Written expressionWrite in a way that people can understand.
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50%
Problem spottingNotice when something is wrong or is likely to go wrong, even if you can't solve the problem.
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50%
Sorting or orderingOrder or arrange things in a pattern or sequence (e.g., numbers, letters, words, pictures, mathematical operations).
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48%
Deductive reasoningUse general rules to find answers or solve problems logically.
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46%
Speech claritySpeak clearly so others can understand you.
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45%
CategorisingCome up with different ways of grouping things.
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45%
Speech recognitionIdentify and understand the speech of another person.
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43%
Selective attentionPay attention to something without being distracted.
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41%
Flexibility of closureSee a pattern (a figure, object, word, or sound) hidden in other distracting material.
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39%
BrainstormingCome up with a number of ideas about a topic, even if the ideas aren't very good.
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39%
Finger dexterityPut together small parts with your fingers.
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39%
Perceptual speedUse your eyes to quickly compare groups of letters, numbers, pictures, or other things.
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37%
Arm-hand steadinessKeep your hand or arm steady.
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37%
Manual dexterityQuickly move your hand to grasp, manipulate, or assemble objects.
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36%
MultitaskingDo two or more things at the same time.
Activities
These are kinds of activities workers regularly do in this job.
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77%
Keeping your knowledge up-to-dateKeeping up-to-date with technology and new ideas.
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77%
Working with computersUsing computers to program, write software, set up functions, enter data, or process information.
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67%
Communicating within a teamGiving information to co-workers by telephone, in writing, or in person.
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66%
Planning and prioritising workDeciding on goals and putting together a detailed plan to get the work done.
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64%
Building good relationshipsBuilding good working relationships and keeping them over time.
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64%
Researching and investigatingLooking for, getting and understanding different kinds of information.
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62%
Looking for changes over timeComparing objects, actions, or events. Looking for differences between them or changes over time.
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62%
Thinking creativelyUsing your own ideas for developing, designing, or creating something new.
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62%
Making decisions and solving problemsUsing information to work out the best solution and solve problems.
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60%
Collecting and organising informationCompiling, coding, categorizing, calculating, tabulating, auditing, or checking information or data.
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59%
Giving expert adviceProviding guidance and expert advice to management or other groups.
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59%
Monitoring people, processes and thingsChecking objects, actions, or events, and keeping an eye out for problems.
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57%
Working with electronic equipmentServicing, repairing, calibrating, regulating, fine-tuning, or testing electronic devices and equipment.
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55%
Making sense of information and ideasLooking at, working with, and understanding data or information.
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53%
Checking compliance with standardsDeciding whether events or processes comply with laws, regulations, or standards.
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51%
Documenting or recording informationEntering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
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51%
Training and teaching othersUnderstanding the needs of others, developing training programs, and teaching or instructing.
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50%
Explaining things to peopleHelping people to understand and use information.
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43%
Checking for errors or defectsInspecting equipment, structures, or materials for errors, problems or defects.
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43%
Coming up with systems and processesDeciding on goals and figuring out what you need to do to achieve them.
Interests and demands
Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.
Interests
Interests are the style or type of work we prefer to do. All interest areas are shown below.
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81%
PracticalPractical, hands-on work. Often with plants and animals, or materials like wood, tools, and machinery.
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76%
AdministrativeFollowing set procedures and routines. Working with numbers and details more than with ideas, usually following rules.
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76%
AnalyticalIdeas and thinking. Searching for facts and figuring out problems in your head.
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62%
HelpingWorking with people. Helping or providing service to others.
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38%
EnterprisingStarting up and carrying out projects. Leading people and making many decisions. Sometimes require risk taking and often deal with business.
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24%
CreativeWorking with forms, designs and patterns. Often need self-expression and can be done without following rules.
Values
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76%
RelationshipsServe and work with others. Workers usually get along well with each other, do things to help other people, and are rarely pressured to do things that go against their sense of right and wrong.
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74%
Working conditionsJob security and good working conditions. There is usually a steady flow of interesting work, and the pay and conditions are generally good.
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71%
AchievementResults oriented. Workers are able to use their strongest abilities, giving them a feeling of accomplishment.
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71%
IndependenceWork alone and make decisions. Workers are able to try out their own ideas, make decisions on their own, and work with little or no supervision.
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71%
SupportSupportive management that stands behind employees. Workers are treated fairly by their company, they are supported by management, and have supervisors who train them well.
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62%
RecognitionAdvancement and the potential to lead. Workers are recognised for the work that they do, they may give directions and instructions to others, and they are looked up to in their company and their community.
Demands
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100%
Electronic mailUse electronic mail.
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100%
TelephoneTalk on the telephone.
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94%
Face-to-face discussionsTalk with people face-to-face.
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94%
Contact with peopleHave contact with people by telephone, face-to-face, or any other way.
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89%
Being exact or accurateBe very exact or highly accurate.
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89%
Unstructured workHave freedom to decide on tasks, priorities, and goals.
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88%
Freedom to make decisionsHave freedom to make decision on your own.
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85%
TeamworkWork with people in a group or team.
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81%
Indoors, heat controlledWork indoors with access to heating or cooling.
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80%
Frequent decision makingFrequently make decisions that impact other people.
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77%
Time pressureWork to strict deadlines.
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72%
Repeating same tasksRepeat the same tasks or activities (e.g., key entry) over and over, without stopping.
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72%
Impact of decisionsMake decisions that have a large impact on other people.
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71%
Letters and memosWrite letters and memos.
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70%
Using your hands to handle, control, or feelSpend time using your hands to handle, control, or feel objects, tools or controls.
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68%
Spend time sittingSpend time sitting at work.
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67%
Conflict situationsDeal with conflict or disagreements.
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66%
Physically close to peopleWork physically close to other people.
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64%
Contact with the publicWork with customers or the public.
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62%
Lead or coordinate a teamLead others to do work activities.
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 15-1151.00 - Computer User Support Specialists.
Links and downloads
Research and reports
The Skills Priority List provides a current labour market rating and a future demand rating for nearly 800 occupations nationally. Current labour market ratings are available for occupations at a state and territory level.
Downloads
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Occupation profiles data are available for download.
The Employment Projections are available for download.