INCAP ADULT CAREER PROGRAM
IT Support Technician
Build technical skills, and get paid while you learn.
The INCAP IT Support Technician Career Program prepares adults to provide frontline technical support for computer systems, hardware, software, networks, and cloud tools — as a full-time paid employee of a real Indiana employer. Small and mid-size employers especially need people who can work across support, systems, cloud, security, and vendors rather than one narrow function. This program builds exactly that breadth.
- Install, configure, and maintain computers, mobile devices, software, and peripherals
- Diagnose and resolve hardware, software, operating system, and network problems
- Help users access applications, virtual environments, and remote-work tools
- Use AI and automation tools responsibly to improve documentation and service delivery
2 years
LENGTH
40
HOURS PER WEEK
$17–25/hr
TRAINEE PAY
Business offices
SETTING
What You’ll Earn
- INCAP credential — recognized by TechIndiana and technology employers across Indiana as equivalent to an associate degree in an IT- or technology-related field
- Two years of paid, full-time experience with an Indiana employer
- Optional industry certifications: CompTIA A+, CompTIA Network+, CompTIA Security+ (supplemental — program completion is based on demonstrated competency)
- College credit toward a related degree program, where accepted
Is This Program Right for You?
This could be a great fit if you…
- Enjoy solving problems and figuring out how technology works
- Like helping people and explaining technical information in everyday language
- Are curious about computers, networks, cloud platforms, and AI
- Want a career that combines technology, customer service, and continuous learning
What You’ll Actually Do
The work is real from day one. Across two years, trainees build competency in these areas:
HARDWARE & OPERATING SYSTEMS
Install, configure, and support technology
- Support desktops, laptops, and devices across Windows, macOS, Linux, iOS, and Android
- Set up user accounts, groups, permissions, and access controls
- Manage updates, patches, drivers, backups, and recovery
NETWORKING & CLOUD SUPPORT
Help users stay connected
- Configure wired and wireless connections, IP settings, routers, and access points
- Set up and troubleshoot VPN connections
- Support cloud-based email, storage, collaboration, and productivity apps
SECURITY & DATA PROTECTION
Help protect systems, accounts, and information
- Configure multifactor authentication, password policies, and permissions
- Support encryption, antivirus, backup, and data-loss-prevention tools
- Document and escalate security concerns per procedure
TROUBLESHOOTING
Support users step by step
- Resolve common hardware, software, OS, and network issues
- Verify systems are fully functional
- Communicate clearly throughout the support process
APPLIED AI
Use modern tools to deliver support
- Use approved AI tools for ticket triage and issue analysis
- Validate AI-generated information and apply judgment
- Track recurring incidents and recommend improvements
SERVICE OPERATIONS
Work the way professional IT teams work
- Own tickets from first contact to resolution
- Keep accurate service and asset documentation
- Use automation to improve recurring work
Typical Program Timeline
Every week, all two years
About 30 hours at your employer doing real work, plus 10 paid hours of online Intercompany Training Center (ICC) instruction delivered by TechIndiana with Awesome People Leaders and Ivy Tech Community College.
Months 1–6
Orientation, foundations coursework, and supervised work on live tasks. Weekly cohort sessions with other INCAP trainees.
Months 7–18
Growing responsibility at your employer. Competencies are evaluated through work cases and supervisor rubrics.
Months 19–24
Independent ownership of real work and a final portfolio and project that demonstrates full program competency.
Trainees are full-time employees paid $17–25 per hour for all 40 hours. 4,160 program hours over two years: 3,120 on the job and 1,040 in ICC instruction.
At completion, you have three options
- Continue with your employer in a full professional role
- Go to college, potentially faster, with credit for your INCAP credential
- Continue with another INCAP Career Program
Real Jobs This Program Prepares You For
Common roles INCAP graduates are prepared for include:
- Network Administrator
- Systems Administrator
- Desktop / Endpoint Support Specialist
- Cloud Support Associate
- Security Support Analyst
- And many more
Program Documents
Official INCAP occupation materials, published by the Indiana Career Apprenticeship Pathway:
Full occupation page on IndianaCAP.org: IT Support Technician (Adult)
Common Questions
What can I expect to earn during the program?
Trainees typically earn $17 to $25 per hour, set by the employer, for all 40 hours a week — including the 10 hours of ICC instruction. Trainees are employees, so they fall under their employer’s policies for benefits, performance reviews, and raises.
When can I begin, and how long does it last?
Positions are two-year, full-time jobs with a participating employer. Openings are posted as employers create them — most often in January and summer — on the TechIndiana job board. Express interest and we’ll let you know when a position opens near you.
What does a typical week look like?
About 30 hours of real work at your employer plus 10 paid hours of online Intercompany Training Center (ICC) instruction, every week for two years. ICC coursework is delivered by TechIndiana with Awesome People Leaders and Ivy Tech Community College, one Ivy Tech course at a time, with a weekly cohort session alongside other INCAP trainees.
Do I need prior experience or classes?
No prior IT experience is required. Self-paced online courses in IT fundamentals are encouraged before or alongside the program to accelerate your readiness.
What will I earn when I finish?
An INCAP credential, recognized by TechIndiana and technology employers across Indiana as equivalent to an associate degree in the field. It may also count toward college credit in a related degree program. CompTIA A+, Network+, and Security+ are available as optional supplemental certifications.
What is the work environment like?
IT teams in business offices. Traditional support work is evolving as routine tasks automate and responsibilities expand into endpoint security, identity management, SaaS administration, cloud access, and AI-tool troubleshooting — the program is built around that broader role.
What skills will I learn?
Hardware: installing, configuring, maintaining, and troubleshooting devices. Operating systems: Windows, macOS, Linux, iOS, and Android. Networking: wired and wireless networks, VPNs, routers, and services. Cloud and virtualization: cloud apps, virtual desktops, remote access, and virtual machines. AI and automation: approved AI and low-code tools for support workflows. Professional: customer service, communication, documentation, and handling sensitive information.
What jobs can this lead to?
Network administrator, systems administrator, desktop or endpoint support specialist, cloud support associate, and security support analyst. Many trainees continue with their employer in a full professional role.
Can I keep my current job?
This is a full-time position with the participating employer, so it replaces rather than supplements a full-time job. If you already work for a participating employer, you can move into the program as an incumbent employee — INCAP serves new entrants, career changers, incumbent workers, and veterans alike.
Ready to Take the Next Step?
Adult positions are posted as employers open them — most often in January and summer. Tell us you’re interested and we’ll let you know when a position opens near you. Employers: this is also where you start.
TechIndiana leads the Tech/IT Industry Talent Association for INCAP, the Indiana Career Apprenticeship Pathway. Program questions: Jeni McIntosh-Elkins, jeni@techindiana.org · Dennis Trinkle, dennis@techindiana.org