How to Start a Career in IT Tech Support: A Step-by-Step Guide

If you’re planning to break into the information technology industry without any technical background, then starting as an IT tech support can be a great career move.

The reasons being that it is relatively easy to get into, training is quick, and the pay is decent as well, even for entry-level roles. According to the Bureau of Labor Statistics, the average salary for a computer support specialist is $61,550 per year.

Now, the question is how to become one. While there are multiple paths you can take, here’s the path with the least resistance to becoming a successful IT tech support specialist.

7 Easy Steps to Become an IT Tech Support

Step 1: Understand the IT Support Role and Required Skills

Before diving in, take time to understand what IT support specialists (also known as help desk technicians or tech support) actually do. While there are different tiers to this role, the entry-level position, i.e., Tier 1 support position, is the first line of IT help. In this position, you will be performing tasks like resetting passwords, installing software, configuring simple network settings, and providing friendly assistance to non-technical users.

NOTE: If you encounter something difficult (too technical or requiring higher access), then you’ll escalate these issues to Tier 2 or higher support.

Key Responsibilities

Key responsibilities of entry-level IT support typically include responding to help desk tickets, diagnosing user problems, and fixing or escalating technical issues.

Explore the daily roles and responsibilities of this role in detail with our guide on the computer support specialist.

Soft Skills Required

In addition to technical skills (more on that below), it is essential that IT tech support professionals possess the following soft skills:

• Clear communication
• Patience and empathy
• Team collaboration
• Time management

Step 2: Build Your Basic Tech Skills (Computer Fundamentals)

To get into IT support with no experience, it is essential that you start with the fundamentals. So, begin building your computer skills through self-study or introductory courses.

For this role, you should be comfortable with the basics of how computers and software work. Focus on gaining a solid understanding of a few key areas:

• Hardware: Learn the components of a PC (CPU, memory, hard drives, etc.) and how to do simple upgrades or replacements. Practice assembling a basic computer or upgrading parts if you can.
• Operating Systems: Become fluent in common operating systems, especially Windows, since most entry-level support jobs involve Windows environments. But it is also a good idea to learn about Linux and macOS basics if possible.
• Software Applications: Get to know the typical software used in offices – for example, the Microsoft Office suite, email clients, web browsers, and any common industry-specific software.
• Networking Fundamentals: Grasp basic networking concepts. Understand what IP addresses, Wi-Fi, routers, and VPNs are, and how to troubleshoot internet connectivity problems. You don’t need to be a network engineer, but knowing how to ping a server or reset a modem is valuable knowledge.
• Troubleshooting Methodology: Develop a logical approach to solving tech problems. This means learning how to isolate a problem’s cause by testing one factor at a time, using tools like Task Manager or Event Viewer in Windows, and searching online effectively for solutions.

NOTE: If you’ve already started your journey to become an IT tech support professional, check how to troubleshoot (almost) any IT issue.

Step 3: Get Training or Education

While it’s possible to learn on your own, structured training can accelerate your journey into IT support. This is especially true if you’re coming from a non-IT background and want guidance on what exactly to learn. There are a few education paths you can consider, and you should choose based on your learning style, budget, and time commitment:

• Short-Term Certificate Programs/Trade Schools: This is your best option if you want to join the workforce as quickly as possible. Most short-term programs are designed to help you gain essential skills in 4 months. It is also a reason why the demand for trade schools is rising in the US.
• Associate’s Degree: If you’ve just graduated from high school and have no problem investing upwards of 3 years for an associate’s degree in IT, then joining a college or university is ideal for you. Although comprehensive, these programs are significantly more expensive than trade schools.
• Self-Paced Online Courses: If formal schooling isn’t feasible, you can still get excellent training from online platforms. Websites like Coursera, edX, and Udemy offer courses in IT support fundamentals. But it should be noted that you’d still be required to gain hands-on training to land a job.

Step 4: Earn Relevant IT Certifications

Certifications act as a validation of your skills for employers and can significantly boost your resume, especially as a beginner. The single most important certification for an aspiring IT support technician is CompTIA A+. Earning the A+ shows employers you have a solid foundation to handle common issues. To earn CompTIA A+, you’ll need to study and pass two exams (Core 1 and Core 2). Once certified, list it proudly on your resume and online profiles – it immediately tells recruiters that you’re serious and qualified for entry-level IT support.

Other useful certifications include CompTIA Network+ and CompTIA Security+. 

Step 5: Gain Practical Experience

Although an entry-level IT role, employers still prefer candidates with experience. Here are some ways to do that, even before you have an official tech support job:

• Volunteer Your Tech Skills: Look for local nonprofits, community centers, schools, libraries, or charities that might need IT assistance. Many nonprofits don’t have a dedicated IT staff and would appreciate help setting up computers or assisting their staff with tech issues. For instance, you might volunteer at a community center to help maintain their computer lab or assist a small charity with setting up new donated PCs.
• Freelance or Part-Time Gigs: You might find opportunities to do small tech support jobs in your community. Maybe a local small business needs someone to help on-call with IT issues occasionally, or a friend who runs a business needs help setting up new laptops.

In addition to the above-mentioned methods, you can also set up a home lab or work on personal projects; however, those will require financial investment.

NOTE: CCI Training Center Computer Support Technician Training Program trains students with simulation labs, giving them practical experience for the role.

Step 6: Prepare Your Resume and Start Your Job Search

Keep your resume clear and crisp, one page (for entry-level) is more than enough, unless you want to add experience from your previous roles.

• Start with a strong objective or summary statement that mentions your goal.
• Next, add the skills section and list technical skills (operating systems, software, hardware, networking basics, any programming or tools you know) and soft skills (communication, teamwork, etc.).
• When describing your experience, highlight any achievements that show reliability, problem-solving, or tech use (despite not having any experience).
• Add industry-relevant keywords in your resume to pass through Application Tracking Systems (ATS).

While you can customize your resume for different employers, there are some common resume mistakes that you must avoid to ensure you get a call for the interview.

NOTE: CCI Training Center provides career support services to its students, including resume creation.

Once you’ve finalized your resume, you should focus on creating your online (professional) presence and leveraging your network to narrow down your job hunt.

To do so, create a LinkedIn profile and list all your skills, certifications, and education there as well. Connect with people you know, including classmates, instructors, or any IT professionals you’ve met. Let your network know you are entering the IT support field; sometimes, just a post saying “I’ve completed XYZ certification and am excited to start a career in IT support” can lead to contacts offering leads or advice.

Step 7: Clear the Interview and Land the Job

The final step between you and your IT tech support job is clearing an interview. It should be noted that in an IT support interview, you’ll typically be evaluated on two main things: technical know-how and customer service/problem-solving approach.

So, to ensure you clear the IT interview, get your basics right, i.e, you should be able to answer fundamental questions like:

• “What would you do if a user’s computer can’t connect to the internet?”
• “How do you remove a virus?”
• “Explain the difference between RAM and hard drive storage.”

The interviewer might also ask you scenario-based questions to test your soft skills. These include questions like:

• “How would you deal with a frustrated or difficult user on a support call?”
• “Can you give an example of a time you solved a problem for someone who didn’t understand technology?”

Check the CCI Training Center’s guides to learn how to prepare for an interview and how to ace the interview.

Final Words

Starting a career in IT Tech Support can feel overwhelming without the right career pathway strategy. However, with the right strategy, it is easy to land this role, even if you have no technical background.
Focus on building your foundational technical competence and essential customer-facing soft skills, as both are critical for success in this entry-level IT position.