Are you looking to break into the IT field in an entry-level role? Becoming an IT support technician (also known as a help desk technician) is one of the best ways to get started. IT support technicians are the go-to people when coworkers or customers have tech troubles – from forgotten passwords to network glitches. This guide will walk you through what the job entails, the skills you’ll need, how in-demand the role is, typical salaries in different countries, and practical steps to launch your career. Let’s dive in!
What is an IT Support Technician or Help Desk Technician?
IT support technicians (often called help desk technicians) are IT professionals who troubleshoot and solve technical issues for computer users. They may support a company’s employees (internal help desk) or help customers of a tech product (external support). In many organizations, these roles are entry-level positions that form the first line of IT assistance. The terms “IT support technician” and “help desk technician” are often used interchangeably, and you might also see job titles like IT support specialist, desktop support technician, or service desk technician for similar roles. Whether working on-site or remotely, the primary goal is the same: keep people’s technology running smoothly and help users resolve their tech problems.
IT support technicians can work in a variety of environments. Some work on-site in an office, walking colleagues through fixes or setting up equipment in person. Others work in call centers or remotely from home, providing support via phone, email, or chat. With today’s remote access tools, many support technicians can diagnose and fix issues from anywhere. For example, a help desk technician might remote into a user’s computer from a different city to remove a virus or install software. Both on-site and remote roles are common in this field, and many companies now hire remote IT support staff to assist distributed teams.
So, what does an IT support/help desk technician actually do day-to-day? While specific duties vary by company, common responsibilities include:
- Troubleshooting technical issues: Identifying the root cause of computer problems. This could mean diagnosing why a PC keeps crashing, figuring out why a printer won’t connect, or determining why a user can’t access the company’s email.
- Resolving or escalating problems: Once the issue is identified, the technician either fixes it or, if it’s complex, escalates it to a higher-level IT specialist. For example, a simple software glitch might be resolved on the spot, whereas a severe network outage might be passed to a network engineer.
- Installing and configuring hardware/software: Setting up new computers, installing software applications, and configuring systems according to company standards. This can include upgrades (like adding memory to a workstation) or installing updates and patches to keep systems secure.
- Providing help and training to users: A support technician often explains solutions to the person experiencing the problem. They might guide someone through using a new tool or educate employees on best practices (for instance, how to avoid phishing emails). Good help desk techs don’t just fix issues – they help people learn.
- Logging and tracking support requests: In most cases, technicians use a “ticketing system” to keep track of user requests and incidents. They document what the issue was and how it was resolved. Keeping detailed records helps the whole IT team spot patterns (like if many people are reporting the same bug) and ensures nothing falls through the cracks.
- Maintaining systems: Sometimes, support techs perform routine maintenance like backing up files, applying updates, or monitoring system performance. In smaller companies, an IT support technician might wear many hats, including basic system administration tasks to prevent issues before they happen.
In short, an IT support or help desk technician is the person who bridges the gap between technology and its users. It’s a role that requires both technical know-how and a lot of patience and communication. In the next sections, we’ll talk about the skills that make a great IT support technician, the demand for these jobs, how much they pay, and how you can become one.
IT Support Technician Skills
To succeed as an IT support technician, you’ll need a blend of technical skills and soft skills. It’s not enough to just understand computers – you also have to communicate well and stay cool under pressure. Here are some key skills and qualities that employers look for in IT support/help desk technicians:
- Technical proficiency: A strong foundation in computer hardware and software is essential. You should understand operating systems (especially Windows, and often basics of macOS or Linux), know how to install and uninstall programs, and be familiar with common applications (like Microsoft Office, email clients, web browsers, etc.). Basic knowledge of networks (how to connect to Wi-Fi, what IP addresses are, how to troubleshoot internet connectivity) is very useful. Essentially, you need to be the person who is comfortable around technology and can quickly learn how new devices or software work.
- Troubleshooting and problem-solving: The core of support work is solving problems. Good technicians have a logical approach to diagnose issues. For example, if a computer isn’t turning on, you might systematically check the power source, then the cable, then the hardware components. Being able to break down a problem and methodically find a solution is crucial. This often involves a bit of detective work and creative thinking. You might not know the answer immediately, but you know how to search for solutions, whether through documentation or a quick web search, and you’re persistent about resolving the issue.
- Communication skills: IT support is a people job. You’ll be talking to end users who may not be tech-savvy. The ability to communicate clearly and patiently is key. You should be able to listen actively to understand what the user is describing (“My screen is frozen and I don’t know what to do”), ask clarifying questions, and then explain the solution in simple terms without jargon (“I’m going to guide you to restart your computer in safe mode so we can troubleshoot the issue”). Good communication also means keeping the user updated if an issue will take time to fix.
- Customer service attitude: In many ways, a help desk technician is a customer service role in the tech world. Empathy and patience are extremely important. Users might be frustrated or stressed when something isn’t working. A great IT support tech can stay calm, be friendly, and show the user that their problem is understood and will be taken seriously. Even if the issue is user error, you handle it without judgment. Making the person feel supported and confident by the end of the interaction is part of the job.
- Organization and multitasking: IT support technicians often juggle multiple requests at once, especially during busy hours. You might be troubleshooting one employee’s issue while another ticket comes in that a printer is down on a different floor. Keeping track of all these tasks and prioritizing them (for example, a company-wide network outage is a higher priority than one person’s minor software glitch) requires good organizational skills. Using help desk software to track tickets, managing your time, and following up on issues are all part of staying organized.
- Continuous learning: Technology changes quickly, so great IT support techs are always learning. Today you might need to support Windows 11, but next year there could be a new OS or new tools. You might suddenly need to support a new video conferencing app everyone is using. Being naturally curious and willing to learn new systems on the fly will help you stay effective. Many support technicians proactively educate themselves – reading tech blogs, following updates from major software companies, or tinkering with new gadgets – so they can be ready for whatever comes up.
- Teamwork and collaboration: In larger companies, IT support is often a team effort. You might be one of several technicians working together or in shifts. Being able to work well with your IT colleagues is important – that means sharing knowledge, helping each other on tricky problems, and knowing when to ask for help. Even in a small company where you might be the only IT support person on site, you’ll still collaborate with higher-level IT staff or external vendors when you need to escalate an issue.
The mix of these skills might vary by job. For instance, one company might put a heavier emphasis on customer service and less on deep technical expertise (expecting you to learn on the job), while another might require you to already know certain technical skills like how to manage Active Directory or troubleshoot MacBooks. Overall, aim to develop both your technical abilities and your people skills – that combination is what makes a stellar help desk technician.
IT Support Technician Employer Demand
The good news for aspiring IT support technicians is that employer demand for this role is consistently strong. Virtually every modern business and organization relies on computers and technology, which means they need support professionals to keep things running. From small startups to large corporations, and across industries like finance, healthcare, education, government, and tech, IT support staff are an essential part of the team. If a company has an office with computers, there’s a good chance they either employ IT support technicians or contract someone for that function. In the era of cloud services and SaaS (Software as a Service), even fully online companies need support techs to assist employees with accounts, devices, and connectivity. In short, the job market for help desk technicians spans a wide range of sectors, giving you flexibility to work in an industry that interests you.
Job growth and openings: In the United States, the Bureau of Labor Statistics projects steady growth for IT support roles. Overall employment of computer support specialists (which includes IT user support/help desk roles) is expected to grow about 6% from 2023 to 2033, slightly faster than the average for all occupations. That might sound modest, but consider that this field is already large – in 2023 there were around 892,000 computer support specialist jobs in the U.S. A 6% growth adds tens of thousands of new jobs. More importantly for someone starting out, there are a lot of positions opening up each year. The BLS estimates about 62,000+ openings for support specialists per year on average in the U.S. Why so many? One reason is turnover – many IT support technicians eventually get promoted to more advanced IT roles or move on, which creates new vacancies for newcomers. Essentially, help desk jobs are the entry ramp into IT, so there’s a continuous need for fresh talent to fill those entry-level spots as others advance in their careers.
Global demand: The demand for IT support technicians isn’t limited to the U.S. In the UK and other countries, thousands of IT support/help desk positions are advertised regularly. For example, the UK had over 100,000 people working as “IT user support technicians” in 2024, and that number is projected to grow slowly but steadily in the coming years. Many companies in Canada, Australia, and other countries are likewise investing in IT support as they digitize their operations. In fact, IT support roles are often listed among the top entry-level tech jobs in many regions. It’s a role that can’t easily be automated away because it requires human interaction and adaptability. Even as technologies like AI might assist with basic troubleshooting, real human technicians are needed to handle complex or nuanced problems and to provide empathetic customer service.
Remote work opportunities: Another factor increasing demand is the rise of remote work. Especially after 2020, companies discovered that support technicians can effectively assist users from anywhere. This means businesses are not limited to hiring local talent – they can hire remote help desk staff to cover off-hours or to tap into a broader talent pool. For job seekers, this opens up more opportunities. You might live in a region with fewer tech companies, but you could still land a remote IT support job for a company based in a major city or even another country. Many Managed Service Providers (MSPs) and SaaS companies offer remote support services to their clients, and they often recruit technicians who can work from home. So, whether you prefer working face-to-face in an office environment or helping users online from your home office, there are plenty of options in this field.
Overall, employer demand for IT support technicians remains robust. Companies large and small need friendly and knowledgeable people to support their tech users. If you have the right skills (which we discussed above) and a willingness to continually learn, you should find no shortage of job opportunities. Next, let’s talk about how well those jobs pay – and keep in mind, while entry-level support techs might not earn sky-high salaries, the role can be a springboard to higher-paying positions in IT over time.
IT Support Technician Salary
Salaries for IT support technicians can vary based on location, experience, and the specific industry. Entry-level help desk jobs tend to have modest salaries, but there is room for growth as you gain experience or specialize. Below are current average salary figures for IT support technician roles in a few major regions (note: these are averages; starting salaries may be lower and experienced technicians can earn more):
- United States (USD): The average IT support technician in the U.S. earns roughly in the mid-$50,000s per year. That’s about $25–$26 per hour. For example, recent data shows around $53,000 USD annually as a typical average. Entry-level positions might start closer to $40,000-$45,000, depending on the region and company, while those with several years of experience or working in high-cost cities can earn $60,000 or more. (The U.S. Bureau of Labor Statistics reported a median of about $59k for user support specialists in 2023.)
- United Kingdom (GBP): In the UK, the average salary for an IT support technician is around £27,000 to £28,000 GBP per year. Starting salaries for first-line help desk roles are often in the low £20,000s (and can be even lower in some cases for internships or apprenticeships). With a few years of experience, technicians might see pay in the £30k+ range. It’s common to see entry-level listings around £22k-£25k, and more experienced or senior support technicians earning up to roughly £35k. (The UK National Careers Service notes a typical range of about £24,000 for starters up to £36,000 for experienced technicians.)
- Canada (CAD): In Canada, the average annual salary for IT support is about $57,000 CAD. Entry-level roles may start in the mid $40k range, depending on the province and city (with cities like Toronto or Vancouver often paying higher than smaller towns). Many help desk technicians in Canada find their salaries rising into the $60k+ range after gaining experience or if they move into specialized support or supervisory roles. The field also often pays hourly for contract roles; an average of around $27-$30 CAD per hour is common for support tech positions.
- Australia (AUD): In Australia, IT support technicians earn around $76,000 AUD per year on average. This is an average that includes all experience levels – entry-level support analysts might see salaries closer to $60k-$65k AUD, whereas highly experienced technicians or those in Level 2/3 support roles can earn $80k or more. In major Australian cities like Sydney, Melbourne, or Canberra, salaries might trend higher (and indeed, data shows places like Canberra ACT have higher averages for IT support roles). As with other regions, larger organizations or those in the finance and tech sector might pay a premium compared to smaller businesses.
Keep in mind that these figures are just guidelines. Within each country, factors such as the city, the industry (for instance, IT support in a bank might pay more than in a small nonprofit), and your own qualifications will influence the offer. Also, many IT support roles come with additional benefits that are not reflected in the base salary – things like overtime pay (if you’re hourly), bonuses for quick issue resolution, training allowances, or shift differentials if you work odd hours. Some companies also provide clear pathways for promotion; for example, you might start as a Level 1 Help Desk Technician and get raises as you move to Level 2 and Level 3 support.
As you build experience, you may have opportunities to advance to higher positions (like IT support team lead, system administrator, or network administrator), which come with higher salaries. But even within the support technician realm, gaining certifications or expertise (say, becoming the go-to person for a particular software or earning a cybersecurity certification) can sometimes boost your earning potential. Next, we’ll explore the various ways you can actually become an IT support technician – from training and education to landing that first job.
Ways to Become an IT Support Technician
There’s no single path to becoming an IT support or help desk technician. That’s part of what makes it an accessible career – you can enter the field with a college degree, but you can also get in with industry certifications or even as a self-taught enthusiast if you can demonstrate your skills. Below, we outline several key steps and options to help you go from beginner to hired IT support technician. These steps are especially useful for entry-level candidates and career changers:
- Learn the basics of computers and IT. If you’re starting from scratch, begin with building a foundation in computer fundamentals. This might include learning how to build or upgrade a PC, understanding how operating systems work, and getting comfortable with common software applications. You don’t need to be an expert yet – but you should be the person who can set up a new printer or troubleshoot your own Wi-Fi without breaking a sweat. There are plenty of free or low-cost resources to learn these basics: for example, YouTube tutorials, introductory IT courses on platforms like Coursera or Udemy, and even free online courses like Google’s IT Support Professional Certificate (which is designed for beginners). Hands-on practice is key. Try fixing your friends’ and family’s computer issues (offer to be their free “tech support” as practice), or set up a spare computer at home to experiment with. The more you tinker, the more comfortable you’ll become. This foundational knowledge will make formal training or certification study much easier.
- Consider formal education or training (but it’s not always required). Many IT support specialists have some college education, but a four-year degree is not strictly necessary for most help desk jobs. What’s important is proving you have the skills. That said, pursuing a relevant education can boost your resume and confidence:
- College/University: One option is to get a degree or diploma in Information Technology, Computer Science, or a related field. An associate degree (2-year) in IT support or networking can be a great credential that teaches you practical skills. Some people do pursue a bachelor’s degree, which can open doors to more opportunities later, but if your main goal is to get into an entry-level support job quickly, a bachelor’s isn’t mandatory.Trade school or bootcamps: There are technical schools and coding bootcamps that offer programs in IT support, often shorter and more focused than a traditional degree. These can last anywhere from a few months to a year and often include hands-on labs. For example, you might find a 12-week “IT support bootcamp” that covers the essentials and helps prepare you for certification exams.Apprenticeships and internships: In some regions (like the UK, as well as parts of Europe and even some programs in North America), there are apprenticeship programs for IT support roles. An apprenticeship means you work in a paid IT support role while also getting structured training (often one day a week in a class or online course). It’s a fantastic way to gain experience and education simultaneously. Similarly, an internship (which might be a short-term or part-time role, sometimes while you’re still studying) can give you real-world experience. Keep an eye out for “IT intern” or “help desk intern” positions at local companies – they can often lead to full-time jobs.
- Earn industry certifications to boost your credibility. Certifications can be your ticket to prove to employers that you have certain skills, especially if you don’t have a lot of work experience yet. One of the most recommended certifications for aspiring IT support technicians is CompTIA A+. The CompTIA A+ certification is widely recognized and covers foundational IT support topics – passing its two exams shows that you know about hardware, software, networking basics, troubleshooting, and more. In fact, many job postings for help desk roles list “CompTIA A+ or equivalent knowledge” in their requirements. Along with A+, here are a few other certifications you might consider:
- CompTIA Network+: This is a step up that focuses on networking. It’s helpful if you want to show stronger expertise in network troubleshooting (and is often the next cert people get after A+).
- Microsoft certifications: Microsoft offers certifications relevant to desktop support, such as the Microsoft 365 Certified: Modern Desktop Administrator (which replaced older exams like the MCITP/MCDST). This proves you can deploy and manage Windows and Office 365 environments, which is very useful in corporate IT support jobs.
- HDI Desktop Support Technician: HDI (Help Desk Institute) offers a cert specifically for desktop support technicians, focusing on customer service skills and support best practices. It’s not as technical as A+ but shows you understand the help desk role professionally.
- ITIL Foundation: ITIL is about IT service management best practices. An ITIL Foundation certification can be a plus to demonstrate you understand the processes used in IT departments (like how incidents and service requests are managed). Some help desks, especially in larger enterprises, value ITIL knowledge so everyone follows similar procedures.
- Google IT Support Certificate: Mentioned earlier, the Google IT Support Professional Certificate isn’t a single exam cert like the above; it’s a series of courses and assessments offered by Google on Coursera. Completing it gives you a certificate that many employers recognize as equivalent to experience. It’s a good program to build skills from scratch and even includes hands-on labs.
- Build hands-on experience (even if you have to start small). Experience is often the toughest requirement for newcomers, because how do you get experience if you need a job to get experience? The trick is to start with small, accessible opportunities to apply your skills:
- Lab work and personal projects: Create your own “lab” environment. This could be as simple as using an old computer to practice installing Windows or Linux, setting up a small network at home with a router and a couple of devices, or intentionally breaking/fixing a system (for example, change a setting and then figure out how to fix it). Document what you do. If you build a custom PC or set up a file server at home, that’s actually great experience to mention in interviews to show your enthusiasm and practical skills.
- Volunteer or freelance: Many nonprofits, community centers, or small businesses could use IT help but can’t afford dedicated IT staff. Volunteering to help a local charity with their computer setup or offering a few hours a week to maintain the computers at a community library can give you real issues to solve and people to help. It builds your confidence and you can legitimately put it on your resume as IT support experience. Alternatively, you might find one-off freelance gigs (check local job boards or sites like Upwork) for fixing computers, which can also count as experience.
- Entry-level jobs in related areas: Don’t overlook jobs that aren’t explicitly “IT Support Technician” but involve similar skills. For example, working in a computer repair shop, a electronics retail store’s tech support counter, or as a “PC technician” setting up hardware for an office – these roles all provide relevant experience. Even if your first job isn’t your dream help desk position, it can be a stepping stone. Once you have some practical IT experience, it becomes much easier to land a dedicated IT support role.
- Leverage your current job (if changing careers): If you are transitioning from another career, see if you can take on any tech-related tasks in your current role. Perhaps you can volunteer to be the liaison with the IT department, or help colleagues with basic issues. For instance, if you’re a teacher who is tech-savvy, you might help the school’s IT staff with troubleshooting classroom tech. These experiences, even if unofficial, can be mentioned in your resume or cover letter to show your initiative and exposure to IT support tasks.
- Polish your resume and online presence. Once you have some combination of training, certification, and hands-on practice, it’s time to present yourself to employers. Create a clear, concise resume that highlights your relevant skills. List any technical courses or degrees, the certifications you’ve earned, and any experience (jobs, volunteer work, or projects). Emphasize what you did and what you achieved in any past role – for example, “Resolved 30+ IT support tickets per week with a 95% satisfaction rating” (if you have help desk experience) or “Built a home network for 5 users incorporating shared drives and a backup system” (if it’s a personal project you did – it still shows initiative and knowledge). If you’re switching careers, translate your past experience to highlight transferable skills: customer service roles show communication and patience, jobs that required troubleshooting (even if not computers) show problem-solving, etc. You should also set up a LinkedIn profile if you haven’t already. Recruiters often use LinkedIn to find candidates for IT support roles. Make sure your LinkedIn matches your resume and includes a professional-looking photo and a headline like “Aspiring IT Support Technician” or “Help Desk Technician in Training with CompTIA A+ Certification,” for example. Don’t underestimate the value of a good cover letter too – in it, you can express your enthusiasm to start a career in IT support and briefly explain why your background (even if unconventional) makes you a great fit. A personal touch can help you stand out, especially if you lack formal job experience in the field.
- Network and apply for IT support jobs. Now comes the big step: landing that first job. Start by tapping into any networks you have. Let friends, family, or former colleagues know you’re looking for a help desk position – sometimes opportunities arise by word of mouth. Join online communities (there are subreddits like r/ITCareerQuestions and tech forums) where job tips are shared. Attend local tech meetups or job fairs if available; occasionally, companies hire junior IT roles from those events if you make a good impression. When it comes to job hunting, a smart strategy is to begin with specialized IT job boards and sites focused on the tech industry. For instance, if you’re interested in the booming SaaS sector, check out The SaaS Jobs – a job board that highlights roles in SaaS companies, including IT support and help desk positions in that industry. Niche boards like this can give you a leg up because you’re competing in a more focused pool and the jobs are highly relevant. After looking at specialist boards, you can widen the search to general job sites like Indeed, LinkedIn Jobs, Monster, or Glassdoor. Search for titles such as “IT Support Technician,” “Help Desk Analyst,” “Technical Support Specialist,” or “Desktop Support.” Read the postings carefully to tailor your resume for each one – use some of the keywords they use (if you have those skills) so that any automated applicant tracking system flags you as a good match. Be open to entry-level roles that might not pay a fortune or might be contract/temporary; they are invaluable for gaining experience. Also, consider jobs that involve shift work or odd hours (like overnight IT support for a global company) as a starting point – fewer people are willing to take those, so it could be easier to get hired, and you can often transition to a day shift later on.
Finally, prepare for interviews by brushing up on common IT support interview questions. These often include scenarios like “How would you handle a user who can’t log in?” or “What steps would you take if a printer isn’t working?”. Practice explaining your thought process clearly. Employers will be looking not just at your answers, but at how you communicate and your enthusiasm for helping others with technology. As a newbie, you might also get questions about why you want to work in IT support – be honest and let your passion show. Maybe you love solving puzzles, or you get a kick out of fixing things, or you enjoy teaching people how to use tech. Those are all great reasons that hiring managers love to hear.
When you do land your first IT support job, don’t stop learning! The first six months to a year in a help desk role will teach you a ton. Take notes, absorb the knowledge from your more experienced colleagues, and consider pursuing the next level of certification or skills once you’re comfortable. This will set you up for raises or promotions down the line.
Wrapping up, becoming an IT support or help desk technician is an achievable goal for anyone willing to put in some effort to learn and practice. It’s a fantastic entry point into the IT industry, offering exposure to a wide range of technologies and the satisfaction of helping people solve problems every day. Whether you start on-site at a company or in a remote support role, you’ll be gaining valuable experience. Follow the steps outlined above – build your knowledge, get certified, gain hands-on practice, and actively search for opportunities. With persistence, that first IT support job will come. From there, you can grow your career as far as you want, whether it’s moving up the support ladder or branching into network engineering, cybersecurity, or any other IT specialty. Every expert in IT started somewhere, and many started right where you are now. Good luck on your journey to becoming an IT support technician!
