What They Do
IT Support (Helpdesk) professionals troubleshoot user issues, resolve tickets, and keep day-to-day technology working. It’s one of the best ways to get started in IT because you learn broadly while helping others.
Day-to-Day Activities
- Answer support tickets, phone calls, and emails from users
- Troubleshoot computer problems, software issues, and printer malfunctions
- Reset passwords and manage user accounts (Active Directory or cloud)
- Install and configure software and hardware devices
- Provide remote support (TeamViewer, Remote Desktop, etc.)
- Document issues and solutions in ticketing systems (ServiceNow, Jira, Zendesk)
- Walk users through step-by-step solutions
- Escalate complex issues to higher-level technicians or specialized teams
Skills & Technologies
Technical: Windows 10/11, macOS, basic Linux; Microsoft Office and common business apps; basic networking (Wi‑Fi, VPN, printers); Active Directory; remote support tools; ticketing systems; basic mobile device management.
Soft Skills: Communication and patience, customer service mindset, explaining technical concepts simply, time management under pressure, staying calm in stressful situations.
Salary & Career Growth
| Level | Typical Salary |
|---|---|
| Entry Level | $40,000 – $55,000 |
| Mid-Level (2–4 yrs) | $55,000 – $70,000 |
| Senior (6+ yrs) | $70,000 – $90,000 |
Career Path: Help Desk Technician → Desktop Support Specialist → IT Support Specialist → Systems Administrator / Network Engineer / IT Manager
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