Technical Support Essential Skills

Who is this designed for?

  • Entry-level technical support staff
  • Help desk staff, 
  • Staff providing frontline support, 
  • Media specialists 
  • Others assigned to address initial technology issues 
  • Those seeking a position in technical support.

It can also be used by technology leaders to increase the knowledge and skills of their technical support staff.  Technology leaders can access the Facilitator's Guide for suggestions and ideas on using the resources. 


Topics are listed to in the purple menu.  Each topic is broken down into main and sub sections, with each level providing an overview of essential information and skills.  Every page is broken down into the following sections:

  • Basics: a basic explanation of the topic
  • Terms to Know: important terms related to the topic
  • Information: learning materials and explanations that that include links to supporting videos, websites, or job aids
  • Additional Resources: supplemental materials for further or deeper learning on that topic
  • Task/Self-Assessment: a job embedded task or self-assessment about the topic

Each topic allows technical support staff to apply their learning on the job by addressing critical technical and personal skills that will help them be more successful in their technical support role.

Additional topics are still under design.

Why would i use this training?

As IT staff may enter the field with a variety of experiences, these materials are designed to fill gaps in the knowledge of IT technicians entering school districts.

Provide Feedback

Please use our Technical Support Essential Skills form if you have feedback about these resources.

About this professional learning  

These resources were developed under the guidance of experienced Chief Technology Officers (CTO’s) and IT Directors to help prepare new IT technicians. They provide an overview of essential technical skills that support an industry-standard service model along with the intrapersonal skills required to be successful in a customer-service-oriented field.

Contributing authors for this work were Advanced Learning Partnerships Consultants John D. Ross and Debra Roethke. The work was possible through a partnership between:


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REMC Association of Michigan Dell Technologies Advanced Learning Partnerships


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Technical Support Essential Skills Contact

Melinda Waffle
Professional Learning