IT Career Paths: let’s see what a day in the life of a Tier 1, IT Support professional looks like. Many pros start in IT Support and use it as a stepping stone to other areas like networking and cybersecurity. In this video, we give you the inside scoop on what an ACTUAL day looks like in the life of an entry-level IT Support professional. It’s time to get YOU started in #ITSupport. #IT #InformationTechnology
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WHAT IS TIER I SUPPORT?
ℹ️ Tier I support is the first line of defense when someone submits a support ticket. (In other words, when they report a tech problem.)
️ In Tier I support, you’ll troubleshoot at a more basic level. What is troubleshooting? Troubleshooting simply means you’ll be solving problems.
*️⃣ Most IT support jobs will require a CompTIA A+ certification to order to get hired which will give you a solid foundation of hands-on skills and technical knowledge to prepare you for troubleshooting work.
WHAT IS AN IT SUPPORT JOB REALLY LIKE? Here’s what you’ll do:
Diagnose and repair computer, smartphone, and/or software problems
Install and train users on new software;
Walk end-users through problem-solving their tech issues
Backing up and restoring data files.
Repairing hardware and configuring software to maintain operating systems.
WHAT IT SUPPORT JOBS SHOULD I SEARCH FOR? Here are a few titles to get started:
IT Support Specialist
IT Support Technician
Help or Service Desk
A DAY IN THE LIFE OF ENTRY-LEVEL IT SUPPORT:
1️⃣ Log in and set up the programs you’ll need that day (Ticketing System, Email, etc.)
2️⃣ Answer support ticket questions like… “I can’t open a program that I need to sign a document. Can you help?” In this scenario, you’ll troubleshoot and quickly realize they were using an outdated version of the program.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.
3️⃣Another ticket comes in, this time it’s… “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?” This is an easy one! You refresh their IP address settings to get a new IP address from the DHCP server.
4️⃣ When a ticket comes in, it will be one of 2 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 the solution in a database of known issues your company maintains or you may need to escalate the ticket to Tier II support.
GET CompTIA A+ CERTIFIED:
CompTIA offers everything you need to prepare for your certifications from training to vouchers
Train your own way! If you like learning in a group setting, CompTIA Live Online Training is for you. You’ll get expert guidance from an instructor who knows the exam inside and out. If you prefer self-study, CompTIA CertMaster Learn lets you learn at your own pace with a customizable study plan. If you want the hands-on experience without leaving your home, try CompTIA Labs. Use it to practice your tech skills with real equipment in a virtual environment.
Grab a couple vouchers and schedule your A+ exams to earn your certification so you can land the job. The CompTIA A+ certification is broken into 2 exams. Study for one at a time!
STRENGTHEN YOUR SOFT SKILLS:
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.
Once you’ve found a solution, you may need to walk the user, step by step, through how to fix it or perform a task.
Help a friend or family member troubleshoot their computer problems
Volunteer technical support for a local non-profit
Practice your communication skills, trust us, it’ll help!
GET EXPERIENCE THROUGH REAL-WORLD PRACTICE:
There are plenty of ways to get on-the-job experience without landing a full-time job! Playing around with computer equipment you already own is a great way to practice troubleshooting.
Check out our video, 3 Tools You Need (& Have at Home Already!) to Practice Your IT Job Skills which will show you exactly how to create your home lab and hone these skills.