How can an information technology (IT) technician improve skills? Two words: training and communication.
Training
An IT technician's job requires experience with both software tools and hardware. Become an expert in what the company you work for uses. Don't settle for just being competent: find out everything you can about how it works, and how to troubleshoot and solve problems.
Then, pursue training in other tools as well. There are certification programs for Microsoft, Cisco, Oracle, Apple, IBM, and networking, to name just a few. Cross-train yourself. You never know when a new skill will come in handy, either when your company adopts a new program or you move to a new company.
Look for classes and programs at local community colleges, state colleges, universities, and university extension programs. There are many courses being offered completely online, which can be more convenient if you have a heavy work schedule and family obligations. Taking one class at a time while working is doable, and helps you avoid the situation of unforeseen layoffs and not having up-to-date skills.
Find the best professional organizations and join. Often they have their own training programs or other educational resources. They also provide opportunities for networking, which could lead you to a mentor, or contacts useful for information-sharing or job opportunities. There are ones with a national orientation and others that have a more focused audience (e.g., women in computing). Find one or more that interest you, read their newsletters and attend conferences.
Check out job posting websites. The site dice.com is considered by many to be the place to go for technology jobs. But they also provide a wealth of other resources, such as discussion boards, market reports, newsletters, free tech magazines, and links to training programs.
Stay ahead. Hook into technology blogs to keep up with new developments. With this information you can propose the use of new tools that may help your company. And, if someone comes to you wanting to get information about something new, and you already know about it, they will see you as smart and competent.
I use bloglines.com to subscribe to, read, and manage blogs. There are dozen of technology blogs (check out slashdot, Wired, PC World, BBC News, Gizmodo for fun). With Bloglines I only have to go to one place to view all of them, and I can find new ones easily. It seems like a daunting amount of information, but if you read them every day you can stay current (and get ahead!) in just five minutes a day.
Communication
I worked as a web developer for a non-profit research organization. I communicated with computer scientists with PhDs and senior researchers who could barely do email. I had to understand what the computer scientists were talking about without wasting their time with tons of questions, and I needed to see from the point of view of novice users who often were not clear about what they wanted. IT technicians are in this same role.
It is imperative that an IT technician communicates well with all levels of users. Not everyone is going to understand even the simplest tech terms, something which can be easy to forget as you develop your knowledge. The technician needs to know how to approach a frustrated user with compassion and not sound condescending or rushed.
Consider taking classes in communication. Additionally, look into classes about teaching and education to learn how to create materials that will be helpful to novice users. As with just about any information, there are also numerous books available. Go to the public library and ask a librarian to help you find good books.
Improve your ability to listen and understand what the other person needs. Ask questions to clarify the situation. Keep your emotional responses under control, especially when faced with a frustrated or angry user.
It is up to the IT professional to go the extra mile to understand the coworkers who are your customers. Many, if not most, users will never have the technical knowledge you have, but if you can understand them, defuse their emotions, and resolve the situation it will keep things running well and strengthen your working relationships.
The IT technician should be the go-to person regarding technology for the company. Focusing on improving your technical knowledge and communication skills will make your job easier, and turn you into a valuable asset for coworkers and the company. Plus you will probably enjoy it!