The first step into a career in information technology is often in IT support services. With a seemingly endless list of job titles in this field, the CompTIA research team has compiled a list of the top 16 IT support job roles, ranked by number of job openings in 2020, to help you plan your IT career and narrow your job search.
For example, a tech support career might progress from help desk support to help desk technician to help desk specialist.
At the top of the ladder are tech support analysts and managers, who make sure the help desk and tech support team are running efficiently and supporting end users and the organization in the best way possible.
Especially in 2020 and into 2021, this could require solving VPN issues from a remote desktop session or via phone. Starting as a desktop support technician can evolve into a career as a desktop support specialist or analyst, so this is a great stepping stone to a long-term IT career.
IT professionals working on technical support must have the technical skills needed to solve problems, as well as the communication skills needed to answer questions and explain solutions to non-technical professionals.
An IT support technician knows the ins and outs of installing, configuring, maintaining and repairing hardware and software on tech devices. Knowledge of printers, scanners, mobile devices and networks is a must. This hands-on IT support job will have you working closely with potentially frustrated employees that want their devices working properly.
These IT pros are sometimes tasked with experimenting and trying out new tech software that may be beneficial to efficiency at their organization. This means they must have excellent communication skills when describing new tech systems to upper management and other employees upon implementation.
IT support specialists are responsible for investigating, troubleshooting and assessing tech problems for individuals in their workplace, or external customers. IT support specialist jobs surround end-user support, productivity and efficiency.
Desktop Support analysts are responsible for solving one-time, rare problems with software and operating systems. To be a successful analyst, you must be able to communicate unique technological issues with end users.
Responsible for repairing and maintaining computers and servers, PC support associates set up computer hardware and other tech equipment. They install, configure, and update software and drivers, create and support computer networks and provide other types of PC technical assistance to customers daily.
This IT support job type helps resolve technical issues with hardware, software and potential network related issues specific to the organization they work at. Technical support engineers can be found in a variety of industries like healthcare or automotive, where technology equipment and software is unique to the industry.
These IT professionals are responsible for day-to-day technical support, analyzing technology efficiency within their organization, and helping to maintain the overall quality of technology at a high level.
Help desk support IT pros field any tech support queries and manage the help desk ticket system, so written communication is an especially important skill. Typically, as the first person to hear about a potential tech issue, help desk support IT pros need to have strong troubleshooting and problem-solving skills.
The main role of the service technician in the field is to help end users get the most out of their technological equipment. These IT professionals often travel to local businesses and businesses to help them install or repair hardware and software.
A technical support representative is responsible for providing strong customer service to colleagues or clients that are calling in for help. This job usually exists in a call center, so these IT pros must possess the strongest of verbal communication skills.
Service analysts handle incoming IT support requests and work closely with other customer service members to address these issues. They focus on constantly updating customer data and their software or hardware resolution.
IT help desk specialists’ responsibilities are a blend of technical support and routine tasks such as installing new software and training employees in new technologies. These IT pros need to have strong soft skills to communicate with and relate to the people they are helping. IT help desk specialists work closely with help desk support to field and prioritize incoming tickets.
These are IT professionals who solve technical problems at the helpdesk in Best Buy branches (USA).
Service center technicians work in an IT customer center or service counter, so their ability to communicate effectively with internal and external clients is critical. They work closely with other members of the IT support team.
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Source: https://www.comptia.org/blog/best-it-support-jobs
