How to become an IT support specialist

Nothing’s worse than having to stop working because a laptop or other device isn't working the way it should. When this happens, it’s reassuring to know there’s an expert to call. Who are the professionals on the other end of the phone or chat who fix tech issues? What skills do they learn, how much do they make, and how does someone start a career in IT support?

The main responsibilities of IT support specialists can be divided into two categories according to the end users they serve. Computer network support specialists serve internal employees, while computer user support specialists serve external users/customers.

IT support specialists, also known as computer network support specialists, provide technical support to help to diagnose and resolve issues with a business’s computer systems or local area network. Meanwhile, computer user support specialists assist a company’s employees or outside customers who need help using a computer-based product such as an operating system.

• Internal support: Professionals provide support to employees having computer issues. They also help set up new computers, including creating necessary accounts and designating the account’s role in the overall network. 
• External support: IT support specialists who offer services for external customers typically help troubleshoot issues these clients have with computer hardware or software. Specialists need good customer service skills, since they may be dealing with frustrated people who may not be the best at describing their problems.

Tech support specialists need a mix of skills: hard skills that are specific to the field and soft skills that are desirable for a range of careers. Important hard skills include:

• Programming language knowledge: Being proficient in common programming languages can help troubleshoot issues with software and develop and apply solutions to existing problems.
• Technical knowledge: Understanding how computers and networks function is essential. A main duty of this role is troubleshooting problems and providing routine computer maintenance.
• Data analysis: Skills in data analysis can help a support specialist recognize problematic trends, potential security risks and networking data bottlenecks.

Because of their technical nature and valuable on-the-job training, IT support jobs are often viewed as entry level on the path toward other IT careers, such as system administration, cybersecurity or app development.

• Communication: Support specialists must be able to explain issues to a wide range of people at different levels of technical knowledge. This requires both oral and written communication skills.
• Problem-solving: Often, responsibilities involve dealing with an issue for which there’s not necessarily a prescribed solution. Innovative workers who think on their feet usually excel in these roles. 
• People skills: Whether in support of internal or external issues, IT professionals interact with people a lot. Since clients may lack the necessary vocabulary to explain their issues, interpersonal skills can help a support specialist ask the right questions to understand the problem and work to find the best solution.
• Patience: This goes hand-in-hand with people skills, but patience is a necessity for several reasons. People experiencing computer trouble can be frustrated and may take some patience and understanding to deal with. Additionally, diagnostic tools and other troubleshooting processes can be time-consuming and involved, making patience helpful in those instances as well.

The job of a support specialist involves technical knowledge. As such, roles often require some sort of specialized training. However, a college degree isn’t always necessary.

An associate or bachelor’s degree in computer science or an information technology field teaches helpful skills in this field. Some employers may prefer degrees from their applicants. Companies may also require employees to have earned certifications in the products a company uses, such as Cisco and Microsoft certifications. Other industry certifications, such as those offered by CompTIA and EC-Council, may also be preferred or even required. 

Since much of the job’s responsibilities involve helping clients with problems, employers may prefer candidates who have experience in customer service or technical support.

Candidates with previous experience in the same field or in related computer systems roles may also have an advantage in the hiring process. Some employers like to see that potential hires have practical knowledge and hands-on experience.

Candidates with related experience should be sure to highlight it in their resumé. For those who haven’t worked in any relevant positions in the field, try to highlight any duties or skills from past jobs that are relevant to the position. Including a cover letter will also contextualize skills and knowledge that would be helpful in the position. 

Keeping in touch with previous co-workers and supervisors can be helpful too, for references or recommendations. Remember that even though the goal of a resumé is to be concise, there will be more opportunities to explain skills and experiences during a job interview. 

Prepare to answer questions thoroughly, and have some questions about the tech support specialist role prepared to ask the interviewer.