IT Support Specialist: Responsibilities, Skills, and How to Get Started

Key takeaways

• IT support specialists are important in navigating hardware, software, and network issues.

• This role can work internally, supporting a company's computer infrastructure and employee needs, or externally, assisting clients in resolving technical issues.

• IT support can be a worthwhile career unto itself—or a chance to build key technical skills and advance to become a network administrator or systems engineer.

Learn more about what an IT support specialist does, the skills you'll need to be successful in this role, and what it takes to get started. Afterward, gain the skills required to succeed in an entry-level IT job with the Google IT Support Professional Certificate.

IT support specialist overview

An IT support specialist—sometimes called an IT technician or help desk technician—is a professional who provides technical assistance and support for computer systems, software, and hardware. They play a crucial role in maintaining an organization's IT infrastructure and helping users resolve technology-related issues.

IT support specialists can work internally or externally. Let's review the differences.

• Internally: Works within an organization to support employees and internal systems, assists colleagues with hardware, software, and network issues, manages internal IT infrastructure, and may provide training and guidance on company-specific IT tools and processes.

• Externally: Works for IT service providers, software companies, or hardware manufacturers, assists external customers or clients with technical issues, and provides support for products or services sold by the company.

This role is ideal for a good communicator who is passionate about computers and problem-solving.  

IT support specialist: earning potential

IT support specialists earn $70,000 annually, according to Glassdoor [1]. That figure also includes additional compensation, such as bonuses and stock. The salary you can earn as an IT support specialist will depend on different factors, such as where you live, how many years of experience you've acquired, and what type of education you have.

What does an IT support specialist do?

IT support specialists need a firm understanding of computer systems to help others—either employees or customers—navigate any potential issues that arise. Part of that work may entail performing routine maintenance on infrastructure, including hardware and software.  

Typical responsibilities include the following: 

• Troubleshoot common computer errors 

• Assist an organization's computer and network users with technology issues

• Complete repairs on a system, network, computer, or other technology

• Perform regular maintenance and upgrades on computers, networks, and other technology

• Install new hardware, software, and other technology

• Document support inquiries and their resolutions 

• Answer technology questions via phone, email, or chat

• Refer requests to relevant IT professionals when necessary

• Conduct regular tests  

How to become an IT support specialist 

There's no one way to become an IT support specialist. However, you must possess specific skills, and employers tend to value experience and education, which you can obtain through certifications. Consider the steps below to begin pursuing roles as an IT support specialist.  

1. Gain an education. 

IT support specialists typically need at least a high school diploma. Some jobs may require you to earn an associate or bachelor's degree in a related field, such as computer science, information science, information technology, or engineering. Some organizations may also prefer you to have certifications in more specialized areas of IT, but more on that below.  

Zippia reports that 22 percent of computer support specialists have an associate degree, while 52 percent have a bachelor's degree [2]. No matter your education level, you will benefit from building your abilities in math, computer systems, programming languages, and data structures. 

2. Hone your skills. 

As an IT support specialist, you must possess a combination of workplace and technical skills. Taking courses, gaining experience, and earning certifications can help you hone these skills, as can practicing and learning independently. 

Essential workplace skills in this field include:  

• Communication 

• Patience and empathy

• Customer service

• Problem-solving 

• Analytical thinking 

• Decision-making 

• Organization 

• Active listening 

Technical skills are also crucial to your career as an IT support specialist. Some basic ones you'll need might include:  

• Microsoft Office

• Microsoft Windows 

• Network printer know-how 

• End-user training and support 

• Network troubleshooting 

• Cybersecurity

• Programming languages

• Data analysis 

3. Gain experience. 

While it's possible to get started in an IT support specialist role with no experience, you'll often need a degree or certification to offset it. To gain experience and qualify for more positions, look for ways to gain experience and develop more practical knowledge. This can be through an internship, taking on projects in your current role, or seeking an entry-level job. Learn more about the types of entry-level IT roles worth exploring, and the IT support interview questions you may face as you go about applying for jobs.

4. Complete certifications. 

It's important to note that in the IT field, continuous learning is crucial due to rapidly evolving technologies. Many employers value employees or job candidates with IT certification, which shows a potential employer that you have a specialized skill set and have taken the steps to validate it.

There are numerous options, but some standard IT support specialist certifications include:   

• CompTIA A+

• CompTIA Network+ 

• Cisco Certified Network Associate (CCNA)

• Microsoft Technology Associate (MTA)

• Apple Certified Support Professional (ACSP)

• Apple Certified Technical Coordinator (ACTC)

IT support specialist: career advancement

Once you've gained experience as an IT support specialist, you have several options for advancing your career. That could be as simple as moving up to management or sales within the IT department, or gaining more education and experience and choosing a different job in tech, like a software developer or security specialist. For example, IT support specialists may go on to be:  

• Information technology managers 

• Network administrators

• IT administrators 

• Technical support engineers

• Systems administrators 

Expand your IT support knowledge on Coursera

Learn job-ready skills from industry leaders like Google, Microsoft, IBM, Amazon, Meta, and more with a Coursera Plus subscription. You’ll get a certificate for every program you finish, which you can add to further enhance your resume.

Build job-ready skills with Coursera Plus

Start 7-day free trial

• 
• 
• 
• 

Start 7-day free trial