Information technology (IT) is no longer a domain of tech-based companies. If data is the lifeblood of businesses, information technology is the heart that pumps and keeps the blood flowing. The always-on, always-connected businesses of today completely rely on IT.
Even a momentary network or server issue can bring a business to a grinding halt. So, the work of IT professionals has grown in importance as they are responsible for ensuring that the company’s operations and services are always running smoothly. It is no surprise that IT support professionals are in high demand nowadays.
In the following article, we talk about the high-growth field of IT, what it takes to work as an IT support professional, and the skills and qualifications required. We also share with you insights into the day-to-day life of IT professionals.
In the following sections, I answer the following questions related to a career in IT support:
1. What Does IT Support Mean?
IT support can be defined as technical help or assistance provided to individuals and organizations. The goal of IT support is to resolve technical issues related to devices, software, and applications faced by end users.
Although IT support is often seen as merely troubleshooting technical issues, it encompasses a wide range of activities including procurement, setup, installation, and configuration.
In the modern business context, IT support often includes advising organizations on the effective use of technology to meet business goals and objectives, application of technical expertise to enable the creation, management, and optimization of information systems and business processes, and of course, the day-to-day management of technology infrastructure.
The term IT support is often used interchangeably with IT services and IT consulting. We discussed their definitions and differences in an earlier article: IT Consulting, IT Services, IT Support: Definitions & Differences.
Now that we have an understanding of what IT support is, let’s see what the work of an IT support specialist includes…
2. What Does An IT Support Specialist Do?
IT support specialists mainly evaluate, analyze, and troubleshoot technical problems. They are also responsible for educating users on how to use business-specific applications and providing cybersecurity awareness training.
The primary task of an IT support specialist is to assist end users with their support requests, assuming complete responsibility for seeing the issue through to resolution, and coordinating the resources necessary to achieve that goal.
The work of IT support specialists usually involves diagnosing and resolving desktop, software, and network problems related to functionality, connectivity, performance, and management.
Here’s a list of tasks that is typically executed by IT support specialists:
Investigate, troubleshoot, and resolve common computer issues.
Be the go-to person for information related to computers, networks, security, and applications.
Handle device service, repairs, and maintenance.
Use a ticketing system to track and manage requests.
Coordinate with other departments, service providers, or vendors to resolve technical issues.
Recommend improvements in systems, processes, and devices.
Draft IT, data, and security policies.
Implement industry best practices.
Train staff on new software, policies, and cybersecurity best practices.
Maintain thorough documentation of issues resolved, systems implemented, and best practices adopted.
3. What’s The Day-To-Day Work Of Someone In IT Support Like?
The day-to-day work of IT support specialists varies depending on whether they work in person or remotely, at a small business or a large enterprise, work as in-house technical support, or as a consultant at a managed IT service provider. Many would argue that there is no day-to-day work as there are always new challenges and interesting projects to be completed.
In general, we can safely say that the day-to-day work of an IT support specialist revolves around ensuring that an organization's information technology infrastructure is running smoothly. On some occasions, the tasks will involve installing and configuring devices, on other occasions, they will include maintenance and troubleshooting.
The average day of an IT support specialist also varies depending on their experience. In an entry-level role in IT support, setting up desktops or workstations, and installing software and applications are common tasks. Later on, more time may be required for fixing common technical issues or troubleshooting when something goes wrong. This is followed by developing a deeper understanding of the technical aspects of troubleshooting and putting best practices in place to prevent similar problems from reoccurring.
Another aspect of IT support work that is repeated often is communication. An IT support specialist needs to communicate not just with users but also with colleagues, other teams, third-party service providers, vendors, etc. Clear communication is essential for solving problems efficiently and effectively.
Sometimes, a large part of the day is dedicated to researching. Information technology encompasses so much, is so vast, and technologies are so dynamic that it is not possible to know everything. Often, the problems that IT support specialists encounter are totally new to them. So they have to spend time searching for solutions in their company knowledge base, old tickets, the collective knowledge of their team, and on online forums and technical blogs.
The solutions found online for new problems cannot simply be applied because IT systems are complex and have many parts and interfaces. Any change to one part of the system can have unforeseen effects on other interfaces. So, before implementing solutions, the IT support technicians have to test them and identify potential effects the solutions may have on the overall system.
Some part of an IT support specialist’s day is also dedicated to documentation. Although it is an important part of an IT technician’s work, it is often neglected. If someone is ever in doubt about the importance of documentation, it is sufficient to remind them that the solutions to tech issues that are found online are there because someone took the time to document them. Thorough documentation helps avoid rework and saves time when the issues reoccur.
Insider Insights From The IT Services Industry
If you’d like to read about the first-hand experience of the IT-life, check out the following interviews that share a glimpse:
4. What Qualifications Are Needed To Become An IT Support Professional?
The barriers to entry into IT are really low nowadays. There are various ways of getting into IT support:
College degree in computer science or information technology
Apprenticeship
Self-learning using online resources
Short-term online or in-person certification courses.
If you're a problem solver adept at using computers, you can get an entry-level position in IT support. However, certifications do help in getting you ahead of the rest of the competition as they demonstrate your willingness to learn and apply yourself.
Here are a couple of popular IT support professional certifications for entry-level roles:
5. What Skills And Qualities Are Needed For IT Support Job?
Successful IT support professionals display the following skills and qualities:
Aptitude For Technology
A solid understanding of computers, software, networks, and applications is a prerequisite for working in IT support. Understanding how these things work enhances your ability to troubleshoot and solve problems.
Analytical Skills
Many of the technical issues encountered by IT support technicians require analysis of complex IT systems. So, the ability to quickly analyze a situation and figure out solutions as well as alternatives are important skills for an IT support technician.
Problem Solving Skills
As you may have inferred from this article so far, problem-solving is a major part of IT support. Having a good handle on a structured troubleshooting framework reduces the time taken to resolve technical issues.
Additionally, problem-solving tools used within a troubleshooting framework can be highly effective in tackling complex problems.
Communication Skills
Having strong communication skills is a must for IT professionals. As we mentioned earlier, IT professionals need to communicate with users, colleagues, third-party service providers, and vendors. The ability to understand written and verbal communication and to clearly express ideas and concepts is essential for anyone who wishes to be successful in IT services.
A much sought-after skill in IT support is the ability to clearly and simply communicate technical information in a non-technical and jargon-free language.
Organization
IT support specialists, more often than not, have to deal with many tasks at the same time. Multiple ticket requests, phone calls, and team or client meetings consume much of the day. The ability to stay organized ensures that no task slips through the cracks.
Patience
Users reach out to IT support when things aren’t working well or when technology breaks down and they are unable to perform their tasks. The users are often frustrated at not being able to perform their tasks normally, or they are nervous because of looming deadlines.
Such situations are often stressful and part of the job of an IT support specialist is that of a counselor. IT support professionals need to be empathetic, patient, and calm even during challenging encounters with users.
Therefore, sensitivity to clients' needs and the ability to develop warm relationships is critical for a successful career in IT support.
Teamwork
IT professionals rarely work in isolation. They regularly need to collaborate in a team environment. Even if you are the sole IT person in the organization, you will need to collaborate with other departments and teams to deliver projects such as software rollouts or network upgrades. The ability to work in teams is as important if not more than the ability to work independently.
If you feel you would enjoy problem-solving, helping people, and staying up-to-date with the latest in technology, check out our open positions. We are always looking to add new members to our growing team and would love to hear from you.
Conclusion
IT support is a very challenging but equally rewarding role. To be successful in this role, a love for technology needs to be complemented by a knack for problem-solving and a genuine desire to help people.
However, that’s not all a workplace needs. After all, you will spend one-third of your day in the office. So gelling with the people you work with is important. Equally if not more important is the culture of the company.
At Jones IT, we strive to build a culture of diversity, inclusion, and belonging. Our culture extends beyond the office, collaborating with nonprofits and the local community. Here’s another article that gives you insight into our culture and work with the community:
We put a lot of thought and care into creating an amazing culture and taking new additions to the team very seriously. Our team is our greatest asset and the key to how we make IT happen.
Are you looking for an IT support team that not just solves your tech issues but also delights you in the process? Reach out to us by clicking the button below to learn how our highest-rated IT support team can take your tech to the next level.
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About The Author
Hari SubediMarketing Manager at Jones IT
Hari is an online marketing professional with a focus on content marketing. He writes on topics related to IT, Security, Small Business, and Mindfulness. He is also the founder and managing director of Girivar Kft., a business services company located in Budapest, Hungary.