Common IT Support Roles

This guide will provide some insight in common IT support roles and typical duties to help in your Job Search once complete the Google IT Support Program.

This guide is broken down below using the corresponding buttons or you can view the document here.

Generalist Support Roles

These are the roles you’ll be best suited for upon completion of your Google IT Professional certificate.

Desktop Support Specialist

Desktop Support professionals are often the “go to person” when it comes to technical issues. They are responsible for maintaining and troubleshooting operating systems, hardware, and peripheral devices. They provide technical assistance to end users, diagnose hardware and software issues, and perform repairs or replacements when necessary. Their role involves installing, configuring, and updating software applications, as well as managing user accounts and network connectivity. Desktop Support specialists ensure that computer systems and devices are functioning optimally for users.

Typical duties include:

Provide hands-on technical support and troubleshooting for desktop computers, laptops, and peripherals.
Diagnose and resolve hardware and software issues on desktop systems.
Install, configure, and update software applications on user devices.
Manage user accounts, permissions, and network connectivity.
Perform repairs or replacements of faulty hardware components when needed.
Ensure optimal functionality and performance of computer systems and devices for end users.

💓 Reasons you might love this job:

Direct impact: As a Desktop Support Specialist, you have the opportunity to work directly with end users, addressing their technical issues and ensuring they have a smooth experience with their computer systems. You'll see the immediate impact of your support, helping users overcome challenges and enhance their productivity.
Variety and hands-on work: This role involves working with a wide range of hardware and software systems, troubleshooting problems, and performing repairs or upgrades. If you enjoy hands-on work and working with different technologies, a Desktop Support Specialist role can offer a dynamic and diverse environment

Titles with Similar Responsibilities: Desktop Support Associate, Desktop Support Manager, Desktop Support Specialist, Desktop Support Technician, PC Technician, IT Support Specialist

Help Desk Specialist

The Technical Support– or Help Desk– role is responsible for providing assistance and resolving technical issues based on user inquiries they receive. Professionals in this field are knowledgeable about various software and hardware systems and provide support through phone, email, or in-person communication. They troubleshoot problems, offer guidance, and ensure that users have a smooth experience with their technology. These individuals possess excellent problem-solving and communication skills to deliver effective technical support.

Typical duties include:

Provide technical assistance and troubleshoot software, hardware, and network issues for end users.
Respond to user inquiries and support requests via phone, email, or in-person communication.
Document and maintain detailed records of user inquiries and reported problems.
Collaborate with IT teams and vendors to escalate and resolve complex technical issues.
Conduct user training, create knowledge base articles, and assist with software and hardware installations.
Ensure optimal system performance, conduct remote diagnostics, and manage user accounts.

💓 Reasons you might love this job:

Variety and challenge: You'll encounter a wide range of technical issues and challenges on a daily basis, which keeps the job interesting and allows you to continually learn and expand your skills.
Helping others: You'll have the opportunity to assist and support end users with their technical problems, providing a sense of fulfillment and satisfaction as you help resolve their issues and improve their productivity.
Problem-solving and troubleshooting: If you enjoy problem-solving and finding solutions to technical issues, a Help Desk Specialist role allows you to utilize your analytical skills and think critically to resolve problems efficiently.

Titles with Similar Responsibilities: Help Desk Technician, Service Desk Technician, Technical Support Associate, Support Escalation Engineer, Technical Customer Support Engineer, Technical Customer Support Manager, Technical Support Analyst, Technical Support Engineer, Technical Support Manager, Technical Support Specialist, Technical/Support Specialist

IT Customer Support Specialist

Customer Support and Administration professionals are responsible for providing assistance and resolving issues for customers or clients. They address inquiries, troubleshoot problems, and ensure customer satisfaction. These individuals may also handle administrative tasks such as managing customer accounts, processing orders, and maintaining customer databases. Customer Support and Administration specialists play a critical role in delivering excellent customer service and maintaining positive relationships with clients.

Typical duties include:

Respond to customer inquiries and provide prompt and accurate solutions or resolutions to their issues.
Troubleshoot and diagnose customer problems, using troubleshooting guides, knowledge bases, or remote support tools.
Ensure customer satisfaction by actively listening to their concerns, empathizing with their situation, and effectively communicating resolutions.
Manage customer accounts, including creating or updating customer profiles, processing orders, and resolving billing or payment issues.
Maintain customer databases, ensuring accurate and up-to-date customer information and records.
Collaborate with internal teams, such as sales or technical support, to escalate and resolve complex customer issues or requests.

💓Reasons you might love this job:

Helping and making a positive impact: As an IT Customer Support Specialist, you have the opportunity to assist customers and clients in resolving their technical issues and concerns. By providing effective support and problem-solving, you can make a positive impact on their experience and satisfaction, contributing to building strong relationships and trust.
Continuous learning and skill development: In this role, you'll encounter a variety of technical challenges and inquiries from customers, which will require you to continually expand your knowledge and skills. This dynamic nature of the job keeps you engaged and provides opportunities for growth, as you stay up-to-date with the latest technologies and solutions to better serve customers.

Titles with Similar Responsibilities: Customer Support Administrator, Technical Account Manager

IT Field Service Technician

An IT Field Service Technician is responsible for providing on-site technical support and maintenance for computer systems, hardware, and software in various locations. They travel to client sites to install, troubleshoot, and repair IT equipment, ensuring that systems are functioning optimally. These professionals handle hardware upgrades, software installations, and network configurations, addressing technical issues and resolving user concerns promptly. IT Field Service Technicians possess strong problem-solving skills and the ability to work independently, as they often work directly with clients to provide personalized IT support and ensure customer satisfaction. They play a crucial role in maintaining the reliability and efficiency of IT infrastructure in different environments.

Typical duties include:

Provide on-site technical support and maintenance for computer systems, hardware, and software.
Travel to client sites to install, troubleshoot, and repair IT equipment.
Ensure optimal functioning of systems by handling hardware upgrades, software installations, and network configurations.
Address technical issues and promptly resolve user concerns.
Utilize strong problem-solving skills to diagnose and troubleshoot IT-related problems.
Work independently and directly with clients to deliver personalized IT support and ensure customer satisfaction.

💓Reasons you might love this job:

Hands-on problem-solving: As an IT Field Technician, you get to work directly with clients and tackle technical issues on-site. This role allows you to apply your problem-solving skills in real-time, troubleshooting and resolving hardware and software problems, providing immediate solutions to users' technology challenges.
Dynamic work environment: Working as an IT Field Technician means you'll have the opportunity to travel to different locations and interact with diverse clients and environments. This dynamic nature of the job keeps things interesting and allows you to continually learn and adapt to new situations, making each day unique and engaging.

Titles with Similar Responsibilities: Field Service Representative, On-site IT Support Technician, Field Service Engineer, IT Service Technician, Technical Field Representative, IT Maintenance Technician

IT Operations Assistant

IT Operations and Infrastructure Support professionals contribute to the smooth operation of an organization's IT systems and infrastructure. They assist in managing data centers, monitoring system performance, and handling routine maintenance tasks. These individuals may also be involved in managing IT assets, coordinating equipment installations, and providing support for IT projects. Their role is essential in maintaining the reliability and functionality of IT operations.

Typical duties include:

Assist in the management and maintenance of data centers, ensuring proper functioning and availability of IT systems.
Monitor system performance, identify any abnormalities or issues, and escalate them as necessary.
Perform routine maintenance tasks, such as system backups, software updates, and patch management.
Assist in managing IT assets, including inventory management and tracking.
Coordinate equipment installations and deployments, ensuring proper setup and connectivity.
Provide support for IT projects, which may include tasks such as data analysis, documentation, or coordination with other teams.

💓Reasons you might love this job:

Variety and exposure to different aspects of IT: In an IT Operations Assistant role, you'll gain exposure to various areas of IT operations, including data center management, system monitoring, and equipment installations. This diversity allows you to learn and develop a broad range of skills while contributing to the smooth functioning of an organization's IT infrastructure.
Collaborative and supportive work environment: As an IT Operations Assistant, you'll often work closely with a team of IT professionals, providing assistance and support in managing IT systems and infrastructure. This collaborative environment allows for knowledge sharing, skill development, and the opportunity to work together towards common goals, fostering a sense of camaraderie and professional growth.

Titles with Similar Responsibilities: Cable Installation, Computer Operator II, IT Field Engineer, NOC Technician, Security Technician

Specialist Roles

These are also roles you may pursue upon completion of your Google IT Support Professional Certificate, though you may be most successful if you include levels– like “Junior,” “Associate,” Specialist,” or “Tier I” – along with these job titles when you conduct your search.

Application Support Analyst

Application Support and Development professionals focus on supporting and maintaining software applications within an organization. They collaborate with software developers, users, and other stakeholders to identify and resolve application-related issues. These professionals also provide training and assistance to users, ensure smooth application integration, and contribute to the development and improvement of software systems. Their role is crucial in ensuring that applications meet user requirements and operate efficiently.

Typical duties include:

Provide technical support and troubleshooting for software applications, addressing user inquiries and resolving issues.
Collaborate with software developers and users to identify and diagnose application-related problems.
Conduct training sessions and create user documentation to facilitate efficient application usage.
Assist in application integration and deployment, ensuring seamless operation within the organization's environment.
Contribute to the improvement of software systems by providing feedback on usability, functionality, and performance.

💓Reasons you might love this job:

Collaboration and problem-solving: In an Application Support Analyst role, you'll have the opportunity to collaborate with software developers, users, and stakeholders to address application-related issues. You'll enjoy the challenge of troubleshooting problems, finding innovative solutions, and working as part of a team to ensure smooth application functionality.
Continuous learning and growth: As an Application Support Analyst, you'll work with various software applications and technologies, allowing you to continually expand your technical knowledge and skills. This role offers the opportunity to stay up-to-date with the latest industry trends, enhance your expertise, and contribute to the improvement and development of software systems.

Titles with Similar Responsibilities: Application Coordinator, Application Support Engineer, Application Support Specialist, Developer Support Engineer, Product Support, Technical Product Support (TPS) Engineer, Technical Product Support (TPS) Manager, Software Development Coordinator

Implementation Coordinator

Implementation and Integration professionals are involved in the successful deployment and integration of software applications or systems within an organization. They collaborate with stakeholders, such as project managers and developers, to plan and execute implementation projects. These professionals oversee the installation, configuration, and testing of systems, ensuring a smooth transition and integration into the existing infrastructure. Their role is vital in ensuring the efficient adoption and utilization of new technologies.

Typical duties include:

Collaborate with project managers and stakeholders to develop implementation plans, including timelines, resource allocation, and deliverables.
Coordinate and oversee the installation and configuration of software applications or systems, ensuring adherence to project requirements and timelines.
Conduct testing and quality assurance activities to verify the functionality and performance of implemented systems.
Provide training and support to end users during the implementation process, ensuring a smooth transition and effective adoption of new technologies.
Monitor the progress of implementation projects, identify and address any issues or risks that may arise, and escalate as necessary.
Document and maintain accurate records of implementation activities, including configuration details, user guides, and support documentation.

💓Reasons you might love this job:

Driving successful projects: As an IT Implementation Coordinator, you play a crucial role in the deployment and integration of software applications or systems within an organization. You have the opportunity to lead and coordinate projects, ensuring smooth transitions and efficient utilization of new technologies. Contributing to the successful implementation of projects can be rewarding and satisfying.
Collaborative and cross-functional work: In this role, you get to work closely with various stakeholders, including project managers, developers, and end-users. You facilitate communication, coordinate efforts, and bridge the gap between different teams. The collaborative nature of the job allows you to build strong relationships, foster teamwork, and see the direct impact of your coordination skills on project outcomes.

Titles with Similar Responsibilities: Implementation Engineer, Implementation Manager, Integration Assistant

Jr. Systems Administrator

Professionals in Systems Administration and Infrastructure oversee the setup, maintenance, and operation of an organization's computer systems and network infrastructure. They manage servers, databases, and network resources to ensure reliable performance and security. These individuals are responsible for implementing system upgrades, monitoring system performance, and troubleshooting issues. Systems Administrators play a crucial role in maintaining the stability and efficiency of an organization's IT infrastructure.

Typical duties include:

Assist in the setup, configuration, and maintenance of computer systems and network infrastructure.
Monitor system performance and troubleshoot issues to ensure reliable operation.
Assist in implementing system upgrades and patches to improve performance and security.
Support user accounts and access permissions on servers and network resources.
Collaborate with senior administrators to develop and document system procedures and policies.
Participate in backup and recovery procedures to ensure data integrity and availability.

💓Reasons you might love this job:

Learning and growth opportunities: As a Junior Systems Administrator, you'll have the chance to gain valuable experience and expand your knowledge in managing and maintaining computer systems and network infrastructure. This role offers continuous learning opportunities as you work alongside experienced professionals and handle various technical tasks.
Problem-solving and troubleshooting: If you enjoy solving complex technical issues and troubleshooting problems, a Junior Systems Administrator role can be highly rewarding. You'll be responsible for diagnosing and resolving system issues, contributing to the stability and efficiency of an organization's IT infrastructure, and honing your problem-solving skills in a challenging and dynamic environment.

Titles with Similar Responsibilities: IT Systems Administrator, Senior System Administrator, Network Coordinator, Systems Coordinator

Network Support Specialist

Network and Telecommunications professionals are responsible for managing and maintaining an organization's network infrastructure and communication systems. They install and configure network devices, monitor network performance, and troubleshoot connectivity issues. These professionals also ensure the security and integrity of the network and implement measures to protect against threats. Network and Telecommunications specialists play a vital role in ensuring seamless communication and connectivity within an organization.

Typical duties include:

Install, configure, and maintain network devices such as routers, switches, and firewalls.
Monitor network performance, identify bottlenecks or connectivity issues, and take necessary actions to resolve them.
Troubleshoot network problems and provide technical support to resolve network-related issues.
Implement and maintain network security measures to protect against unauthorized access and potential threats.
Collaborate with other IT teams to plan and implement network infrastructure upgrades or expansions.
Keep documentation of network configurations, changes, and troubleshooting procedures up to date.

💓 Reasons you might love this job:

Dynamic and challenging environment: As a Network Support Specialist, you'll work with complex network infrastructures and face diverse challenges on a daily basis. This role offers the opportunity to continuously learn and apply your skills in troubleshooting, configuring, and optimizing network systems, ensuring reliable connectivity and smooth operations.
Impactful role in organizational success: Network Support Specialists play a critical role in maintaining the stability and security of an organization's network infrastructure. By ensuring seamless communication and connectivity, you contribute directly to the overall efficiency and success of the organization, making a tangible impact on its day-to-day operations and long-term goals.

Titles with Similar Responsibilities: Telecom Coordinator, Telecom Assistant, Telecommunications Assistant/Installer, Network Care Specialist, Net Coordinator

Technical Writer

Technical Documentation and Coordination professionals are responsible for creating and maintaining technical documentation related to IT systems, processes, and procedures. They develop user manuals, system documentation, and troubleshooting guides to assist users and IT professionals. These individuals may also coordinate projects, track progress, and facilitate communication between different teams. Technical Documentation and Coordination specialists contribute to the organization's knowledge base and promote effective communication and collaboration.

Typical duties include:

Create and update technical documentation, including user manuals, system guides, and standard operating procedures, to ensure accurate and comprehensive information.
Research and gather technical information from subject matter experts and other resources to develop clear and concise documentation.
Collaborate with cross-functional teams, such as software developers, system administrators, and project managers, to gather information and validate documentation accuracy.
Organize and maintain a centralized knowledge base or documentation repository for easy access and retrieval of technical information.
Review and edit existing documentation to improve clarity, consistency, and update readability.
Coordinate and facilitate communication between different teams to gather input, verify information, and ensure documentation aligns with organizational standards and requirements.

💓Reasons you might love this job:

Communicating complex information: As an IT Technical Writer, you have the opportunity to simplify and communicate complex technical concepts to a wide audience. You can take intricate technical details and translate them into clear, concise, and user-friendly documentation, helping users understand and navigate IT systems effectively.
Contributing to knowledge sharing: In this role, you play a crucial part in building and maintaining a comprehensive knowledge base for IT systems and processes. Your documentation helps improve efficiency, enhance troubleshooting capabilities, and promote collaboration among IT professionals. Being able to contribute to knowledge sharing and empower others with valuable information can be highly rewarding.

Titles with Similar Responsibilities: Information Systems Coordinator, Reporting Coordinator, Technical Services Coordinator, Solution Coordinator, Technical Assistant

Interview Guide

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Hardware notes/resources

Operating System Qwiklabs notes/resources