How to Become an IT Support Specialist: Your 2024 Guide

An IT support specialist, sometimes called a computer support specialist, keeps an organization's computers and networks running smoothly, usually through regular maintenance, tests, and troubleshooting. When a particular user within the organization has a computer problem, you may assist them and get the situation back on track. 

Several paths to a career in information technology (IT) support exist. However, many jobs require you to have at least an associate degree, while others may require more advanced education (like a bachelor’s degree). Adding certifications to your resume and gaining experience can also be beneficial when seeking a career in IT.  

The need for IT support specialists will likely rise through 2032, and the demand for IT professionals, in general, will also continue growing. You can expect a competitive salary and job opportunities in various settings. Keep reading to learn how you can become an IT support specialist.   

Read more: Entry-Level IT Support Jobs Overview: Skills, Education, Salaries

What does an IT support specialist do?

As an IT support specialist, you'll perform routine maintenance on hardware and software to ensure an entire system or network works properly. You'll also answer individual calls from computer users who encounter problems with their software or hardware. You'll engage in various daily tasks throughout your career. 

For example, you may make suggestions on how to improve a company's technology infrastructure or train employees to use new technology. The job is ideal for someone passionate about computers and problem-solving who is looking for a profession that combines the two. 

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  

Keep in mind that, as an entry-level IT support specialist, you might have the chance to select a niche or role that corresponds with your career aspirations. Possible options include help desk technicians and service desk analysts, among others. 

Read more: 7 IT Career Paths and How to Get Started

Salary and job outlook

According to the US Bureau of Labor Statistics (BLS), IT support specialists in the US make a median pay of $60,810 per year or $29.24 per hour [1]. The BLS also predicts that the need for professionals in this field will grow 5 percent by 2032, a rate faster than average compared to other professions [1]. Furthermore, the BLS predicts approximately 377,500 new openings for jobs in the computer and information technology industry during the decade spanning from 2022 to 2032 [2]. 

Read more: IT Support Specialist Salary: Your Guide

How to become an IT support specialist 

You can take a variety of paths to becoming an IT support specialist. However, you must possess specific human and technical skills that you can acquire through education, certifications, on-the-job training, experience, or a combination of all four. Consider these steps that will help you as you pursue a job as an IT support specialist: 

1. Gain an education. 

IT support specialists typically need a high school diploma at minimum. Some jobs may require you to earn an associate or bachelor's degree in computer science, information science, computer and information technology, or engineering. Some organizations may also prefer you to have certifications in more specialized areas of IT. 

Zippia reports that  22 percent of computer support specialists have an associate degree, while 52 percent have a bachelor's degree [3]. No matter your education level, you will benefit from taking related courses in math, computer science, 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 some experience. 

While some organizations will offer on-the-job training, many value an IT support specialist with some basic experience. Many companies feel having experience supports improved practical knowledge. One option for gaining experience is an internship, which allows you to develop your professional network. Another option is an entry-level job. 

4. Complete some certifications. 

In many fields, certifications may help make you a competitive job candidate, but they are usually deemed essential in IT. Some employers may even prefer a candidate with a certification to one with a college degree. They can show a potential employer that you have a specialized skill set that they need. You'll discover 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)

Read more: 10 Essential IT Certifications

IT support specialist career path

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

• Information technology managers 

• Network administrators

• IT administrators 

• Technical support engineers

• Systems administrators 

Get started with Coursera

A job as an IT support specialist combines a passion for computers with a passion for problem-solving and customer service, and the demand for these professionals is rising. Develop your skill set and make yourself a more competitive job candidate by learning as much about IT support as possible. On Coursera, you'll find opportunities to learn from some of the world's leaders in IT.

For example, you can earn an IBM IT Support Professional Certificate or a Google IT Support Professional Certificate. If you dream of working in a specific industry, like health care, you might choose a Specialization like the Health Care IT Support Specialization from Johns Hopkins University. Get started on your journey to an exciting career as an IT support specialist today.