Starting a career in IT support can be both exciting and challenging. The stakes are high with technology constantly evolving and users relying on seamless operations. To help new IT support professionals navigate their journey, we asked our LinkedIn community for their best advice.
We’ve combed their invaluable insights and summed them up here with eighteen expert tips. Do you know someone new to IT? Please share this post to encourage them on their career journey! Have more advice to add to the conversation?
18 Tips for New IT Support Professionals
Tip #1: Find a Supportive Environment
Are you interviewing for new jobs? Pay close attention to the culture. Leadership and work conditions can make all the difference in stressful fields like IT support.
“Look for a supportive environment because service operations are chaotic and emotional.” – Matt Beran
Tip #2: Be Bold and Ask Questions
Leverage curiosity as a superpower! Never be afraid to ask why or raise a hand and say something is wrong.
“My advice is always to be bold and ask why, raise a hand and say this is not right, or, even more importantly, ask for help. If you are afraid or have a cultural stigma you cannot tolerate, leave and look elsewhere for an IT team that genuinely provides SUPPORT. Support starts in the team and the organization. It is a verb and a noun.” – Daniel Breston
Tip #3: Put People First
IT support is less about technology and more about people. Understand how people use technology and why it’s essential to their jobs.
“While it may seem counterintuitive, my best advice is that IT Support is less about technology and more about people. Learn how people use technology, what they are trying to achieve, and why the technology in use is essential to their jobs. Your support capability will skyrocket. Put people first!” – Doug Tedder
Tip #4: Listen Carefully
Don’t assume you know the problem and the answer. Listen to the customer before you rush to find a solution.
“Listen…. Don’t assume you know the problem and therefore the answer. Let the customer tell you their problems, hear them out and then apply your knowledge and experience.” – Nat McLauren
Tip #5: Get Comfortable with Complaints
Want to know the secret to a happy career? Learn to sit with the discomfort of complaints.
“Be comfortable understanding problems and being okay with complaints before working to fix things and provide service. If you can master that, you will be employed happily for your whole career.” – Matt Beran
Tip #6: Own Your Growth
Stay open, embrace a continual learning mindset, and make time for regular self-care.
“Technical support is a challenging job, and to thrive in it, you need to be always open, always learning, and find ways to support yourself and revitalize your energy. Connect with ‘your people’ at an HDI Local Chapters event or other local professional association. That is what helped me to be persistently successful over a long career.” – Terri Oropeza
Tip #7: Ask for Help When You Need It
Remember, no one expects you to know it all. Asking for help is a strength, not a weakness.
“Don’t be afraid to ask for help. We’ve all started somewhere, and it’s easier to ask for help than try to figure something out on your own when you’re first starting out! Also, the technical stuff can be taught, but the compassionate, human aspect has to come from within. Lead with empathy, and you’ll go far!” – Caitlin Price
Tip #8: Focus on the Human Aspect
Approach your job with respect and care. Remember, support is not a transaction. We’re in the business of helping other people.
“It is difficult to give just one piece of advice, yet the human aspect—both yours and the other person you’re in conversation with—is the primary in this role. Be curious! Be adaptable! Be willing to shift your perception yet know that you have a grave responsibility. Support is not a pure transaction, there is a human being at the other end needing your help. A person is not a ticket, but it does represent their experience, so treat that experience with respect and care they deserve and the accuracy in achieving the solution.” – Simone Jo Moore
Tip #9: Don’t Get Lost in the Technology
Your job is more about supporting people than technology. Keep learning the tech, but remember that empathy, patience, and compassion are all equally important.
“My advice to a newcomer to IT support is to always remember that your job is a people job more than a technology job. You support the people who are doing valuable work; the technology enables and eases that work.” – Roy Atkinson
Tip #10: Apply the Golden Rule
Treat every interaction as if the customer were your own parent. Be respectful and provide superior customer service.
“Treat every interaction as if the customer were your own parent. Listen and understand the issue they are having, then begin providing support in a manner that you’d want your own family member to receive. Even if the customer is frustrated, be respectful, provide superior customer service, and make their day a little brighter because of your interaction.” – Tyler Russell
Tip #11: Be Ready to Try New Things
IT support is a people and business job that can take you in many directions. Don’t let a fixed mindset get in the way of exciting career possibilities.
“It’s definitely a people and business job, but it’s also a job that can take you in a number of directions to build a career – technical, management, business, communications. So be open to learning a variety of new stuff.” – Barclay Rae
Tip #12: Stay Curious and Enthusiastic
Be curious, show initiative, and build connections with customers and peers.
“Never stop learning new things. Ask questions and be curious. Show initiative and jump into the job with enthusiasm. Collaborate anytime you have the chance and build connections with customers and peers. It will pay dividends in the long run.” – Jake F.
Tip #13: Communicate Clearly
One of the most underrated skills in IT is thoughtful communication. Keep it simple and use plain language whenever you can.
“Focus on clear and effective communication and be able to explain technical concepts in simple terms. Newcomers often make the mistake of focusing too much on technology to be successful, but it is important to learn all three key elements: People, Process, and Technology.” – Subhash G.
Tip #14: Bring a Positive Attitude
Especially during stressful situations, mindset makes all the difference.
“Bring in the effort, positive attitude, and willingness to learn.” – Varun S.
Tip #15: Be Kind to Customers
When you feel frustrated or annoyed, remind yourself what an honor it is to share your knowledge for good.
“Be kind to your customers. Remember, you get paid to know technology, they don’t!” – Rafael Hendricks
Tip #16: Embrace the Opportunity to Diversify the End-User Experience
Don’t lose sight of your mission; recognize what a privilege and challenge it is to make a difference every day.
“Human interaction is very important: It’s always important to first ‘understand and address the issue’ than being in a rush to find solutions. This industry provides you an opportunity to diversify with multiple verticals with a goal to enhance end-user experience.” – Sai Raghu Kumar Jandhyala
Tip #17: Organize Your Notes
Document everything! Your future self will thank you, and so will your boss.
“Use OneNote to take all your notes. Create detailed checklists for every process you learn. Have your boss/coworkers review your notes and checklists.” – Al Leitch
Tip #18: Keep Up with New Skills
This industry moves fast! Staying on top of the trends is essential as you own your career journey. Whether you attend industry webinars, take online courses, or seek out mentorship, embrace the chance to learn.
“Never stop learning new skills. In this industry, you will be left behind unless you keep up with the new technologies.” – Shawn Silva-Cosgrove