So, you want to know what it's like to work in IT. Great. Let's take a closer look at a day in the life of someone starting out in IT support. In this video, we'll quickly give you the inside scoop on what an actual day looks like in the life of an entry level IT support professional. Don't forget to subscribe to this channel for more great content on all things in the IT career space.
Entry level IT support jobs usually involve helping people resolve common IT problems. In a normal day, you could be doing things like diagnosing and repairing computer, smart phone, and/or software problems, installing new software, and walking people through how to use and fix their devices. Your job title might be something like:
You'll also generally be referred to as Tier 1 support because you're the first line of defense when someone submits a support ticket. In other words, when they report a tech problem. That means you'll help troubleshoot on a more basic level. Troubleshooting simply means that you'll be solving problems. Okay. Close your eyes, or keep them open. We won't judge. And imagine yourself stepping into the office at your IT support job. Maybe that's your home office if you're working remotely. Your day begins with logging in and setting up the programs you'll need that day. Support tickets usually come in via email, the phone, or chat, depending on your company and how things are set up. You could be assigned to help people from inside or outside of your company, depending on your role and where you work.
I can't open a program that I need to sign a document. Can you help?
You troubleshoot and quickly realize they were using an outdated version of the program. You update their software and show them how to do it themselves in the future.
I'm having trouble with my internet connection. I think it may be my router. Can you help me get to the bottom of it?
You know this one, you refresh their IP address settings to get a new IP address from the DHCP server. When a ticket comes in, it will be one of two things typically. Either it will be a simple fix, something you've done a million times before, or you may need to do a little digging. For example, you may find a solution in a database of known issues that your company maintains.
Even if you have to do a little work to solve a ticket, don't let that intimidate you. For a lot of IT pros, troubleshooting new issues is a fun challenge of the job.
Getting an IT certification will make sure you're prepared for the job ahead. Most IT support jobs will require a CompTIA A+ certification in order to get hired, which will give you a solid foundation of hands-on skills and technical knowledge to prepare you for troubleshooting work. But we'll get to that later in this series.
If you want to learn more about what kind of IT jobs you can get with CompTIA Certifications and the salary you can expect, plan your next move with the IT Careers Roadmap. We've built a few awesome tools that show you how much money you can make in IT, in all those different roles.
In addition to technical knowledge, soft skills are critical when troubleshooting. Sometimes the user may have a difficult time communicating their problem. It'll be your job to help guide them. And once you've found a solution, you may need to walk the user step-by-step to how to fix it or perform a task. No matter where your IT career goes, honing your people skills will serve you well in any tech role.
Now that you've stepped into the shoes of an entry level IT support pro, you might want to learn how a day in the life changes as you move up the ladder. Check out our next two videos in this series for a look at intermediate and advanced level day in the life breakdown. If you're ready or curious about how to get your IT support career started, jump forward and learn what you can start doing today.
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