Every business needs IT Support, whether it’s a bank, a hospital, a school, a nonprofit or a government agency.  Every business hires IT Support - sometimes full-time, and sometimes they contract with an IT service provider.  

IT Support specialists can work full-time, or part-time and sometimes they provide after-hours support (depending on the hours the business operates).  IT Support can be performed remotely or in person and sometimes a service provider will visit different clients each day. IT Support work is also performed as part-time or “gig work” where an individual performs these same services for a fixed price.   Some IT Support specialists have dedicated private clients, while others work on a Support Desk serving lots of end-users in all different roles within an organization.  The types of support required may also differ depending on the end-user’s role.  For instance, a physician may need different IT support from a lab technician and an airplane mechanic may need different IT support from a receptionist. Law practices also need IT support and working for a law firm can require sensitive areas of technical support.

The jobs an IT Support technician performs include setting up desktops, laptops, printers and phones in a work setting.  They also get users set up on their devices (such as mobile phones) - create user accounts and passwords, installing software needed.  When employees are frustrated with technology, IT support technicians troubleshoot and get them going again. 

Most organizations use a ticketing system for end users to make requests for fixes or assistance.  Think of this like taking a ticket at a deli counter in a supermarket.  After the ticket is submitted, an IT Support specialist is assigned to fix the problem.  The support technician might need to have a conversation with the end user, visit the worksite or troubleshoot the issue remotely. All of the interactions, steps taken and work completed is documented in the request ticket and the ticket is closed once the issue is resolved to the end user’s satisfaction and is able to work again. Ticketing systems are vital to the smooth operation of an IT Support team and ensures that issues are resolved in a timely manner.

IT Support is a common entry-level position in the technology field and is a place to get familiar with many of the activities performed within an IT department.  It’s on-the-job training that is a foundation for many other positions within the broader IT field. IT support specialists can become network engineers, cybersecurity specialists, data analysts and even managers within the IT support function.

“A typical day begins with setting up and logging in to all of my programs for the day. As an IT help desk specialist, I am responsible for the support of numerous systems. I always have at least 10 different applications open. Once I’m set up, I’m assigned to take either calls or chats. Both are set up in a way that I’m “on-call” for incoming calls or chats. The work I do daily is pretty broad and unpredictable. No two days are the same when you work in IT.  Some examples of things that might come include password resets, how-to’s, break/fix, uninstall/reinstalls or escalations for larger issues as needed.”

Some people begin their career in IT as a Computer Support specialist, also known as an IT technician or Help Desk specialist. Larger companies will offer levels of support, beginning with Tier 1, which is basic troubleshooting and problem solving.

Starting out in the Help Desk

• Customers will call to report a problem. This creates a ticket.
• The problem is described in as much detail as possible, with screenshots if necessary, and recorded in a service management system or ticketing system such as Remedy or ServiceNow 
• The IT technician will work to resolve the issue or refer it to a Level 2 specialist; a level 2 specialist might be more familiar with command line troubleshooting or would be more adept at disassembling a computer
• Level 3 might involve reaching out to the hardware or software provider such as Lenovo, Dell or Microsoft

Some people start out as gig workers, taking temporary jobs through a staffing agency. Staffing agencies act as intermediaries finding qualified professionals and connecting them to employers.  In the IT field, a company that provides outsourced IT services is called a Managed Service Provider (MSP).  Instead of a company creating its own IT department and hiring technicians, they will hire an outside company or an MSP to manage all IT issues and fixes for them. MSPs can manage the help-desk to provide in the moment support, manage projects like setting up office computers or provisioning hardware for employees, etc. As an IT support professional you might find a job with an MSP or be placed on a temporary assignment by a staffing agency.

An MSP will hire for IT Support roles.  One advantage is exposure to a variety of technologies and systems, which is a way to gain experience for the next level job.

Specializing in a role

The IT Technician role offers opportunities to specialize:

• Focus on Hardware & Software - deployment, installation, resets. This is the most hands-on physical aspect of the work.
• Focus on Networking - all organizations have computers that talk to one another internally and with the outside world.  Network specialists understand network cabling, routers and switches and other forms of equipment that connects devices.  This also includes remote connectivity such as Wi-Fi.  Increasingly, networking is concerned with monitoring intruders attempting to enter an environment to do damage to a company.  People who are interested in this area might consider moving towards cybersecurity.
• Executive Support - an option for more experienced IT Support professionals is to provide IT support for C-Suite Executives. The CEO of a large company or head of a government agency will require a special level of expertise and service.  Personalized IT support will mean adding layers of security, facilitating easy mobile access for the company executive, and managing conferences. IT support at this level takes customer service to the next level.
• Sector specialization - IT Support can be transferred into specialized support in areas of business. For example:
• Within hospitals and medical centers, specialized knowledge of medical software is needed to support medical billing systems, medical record systems or clinical trials systems.  IT Support in this sector requires specialized knowledge and training in support for surgical equipment or lab machines or the computers that  interface with these devices.  This training is often provided by the employer to IT Support technicians.
• Other locations could be providing support at the airport - most airlines hire full time IT support professionals to work at  airports. Retail stores, doctor or lawyer offices, churches and religious organizations, other non-profits, etc, all require IT support.
• Within the travel related industry specialized knowledge of reservation software or mobile payment systems is needed, and employers will provide training.