Help desk/IT support specialists are the first to know if employees or customers are experiencing problems with their information technology (IT). Whether someone forgets a password or if the whole network goes down due to a nasty virus – IT support specialists use their excellent problem solving skills to figure out a fix and get things to run smoothly in no time.
Since it’s hard to think of an organization that doesn’t use information technology like computers or printers in daily work, you can imagine the demand for help desk/IT support specialists across many industries – from telecommunications and retail to healthcare and the government.
Is this career for me?
- Are you the go-to person whenever your friends or family are experiencing problems with their technology
- Do you try to solve their problems through logic and analytical thinking?
- Do you love to stay in the know on the latest and hottest tech trends?
If you answered ‘yes’ to at least one of the questions above, a help desk/IT support specialist job might be a great choice for you. Add some tech education to your already existing skills and you’ll be well on your way to a career that never gets dull or boring.
What will I be doing?
As a help desk/IT support specialist, you’ll be at the busy front-line, attending to customers’ or employees’ inquiries via email, phone or in-person to make sure their tech is humming to perfection.
Some of your tasks may include:
- Installing new hardware or software
- Working closely with users to train them on the effective use of computer systems
- Responding promptly to requests for help
- Diagnosing and solving hardware/software issues
- Documenting all requests for help and services provided
You can choose to work at a large organization such as Microsoft, Bell, Deloitte, Royal Bank Of Canada (RBC), Scotiabank or a smaller non-profit or government organization. With so many doors open across various industries and many opportunities for growth to senior and managerial positions, you’ll never feel like you’re stuck in one place with no room to take up new challenges.
What education do I need?
Help desk/ IT support specialists have a variety of education and experience. These include:
- Bachelor or associate degrees in computer science, computer engineering or information technology (IT) from a university such as Ryerson, University of Toronto or UOIT.
- College diploma or certification in computer science, computer systems, information technology or network management from a college like CDI, Centennial, Seneca, or Durham.
- Industry standard certifications such as Computing Technology Industry Association (CompTIA) A+, Net+ or Microsoft Technology Associate (MTA) and higher certifications are considered a huge asset.
See what tech professionals have to say about their jobs in IT Support: