Professional Learning | Empower Teachers

Technical Support Essential Skills

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 with the range of duties they may face on the job. These resources 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, like technical support.

Why would i use this training?

IT staff may enter the field from a variety of experiences, including educators changing careers as well as younger adults who receive technology training and experience during high school. However, technical support is more than just knowing how to maintain or repair a device. These materials are designed to support individual self-study or may be used synchronously with a group of technicians led by a technology leader.

Who is this designed for?

  • Technology leaders who want their technical support staff to increase their knowledge and skills in customer service or technical skills.
  • Entry-level technical support staff, help desk, frontline support, media specialists and others assigned to address initial technology issues or those seeking a position in technical support.


Each topic provides an overview of key topics and skills that include links to supporting videos, handouts, or job aids. Activities are often hands-on and allow 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.

Topics under design now:

  • Basic Networking
  • Basic AV Support
  • Professional Communication
  • Cybersecurity Essentials


Registration for training and links to materials will be posted soon. Please check back.

Technical Support Essential Skills

Sue Schwartz
Executive Director