Rise from help desk to leadership.
Start in weeks, grow to $120K+
The 4-stage Rise framework for IT Support—tickets to team lead. Exact certs, labs, and projects to launch your tech career and unlock every specialization.
What IT Support Is & Why It Matters
IT Support is the frontline of technology in every organization. You're the person who keeps employees productive, systems running, and technology accessible to everyone.
When someone's laptop won't boot, when the printer stops working, when a new employee needs their accounts set up—you're the problem solver. You're the bridge between complex technology and the people who use it every day.
Why companies desperately need IT Support: Every single company uses technology. And technology breaks, needs maintenance, and requires human expertise. Without IT Support, businesses grind to a halt. Employees can't work. Systems fail. Productivity plummets.
What makes IT Support unique: It's the perfect entry point into tech. You don't need a degree. You don't need years of experience. You need curiosity, patience, and a willingness to learn. From here, you can branch into any IT specialization—networking, cloud, security, or system administration.
Why it's a strong long-term career: Technology isn't going away. It's accelerating. Every company—from mom-and-pop shops to Fortune 500s—needs IT support. The skills you build here create a foundation for a $100K+ career in specialized IT roles.
Key Facts
- No degree required
- Entry-level friendly
- Remote work available
- Clear career progression
- Gateway to all IT paths
- High job security
Is IT Support Right For You?
Perfect for you if:
- You enjoy helping people solve problems
- You're patient and can explain technical concepts simply
- You like troubleshooting and figuring out why things aren't working
- You want to break into tech without years of study
- You're organized and can manage multiple requests at once
- You want a stable career with clear advancement opportunities
- You're curious about how computers and systems work
- You don't mind repetitive tasks while building expertise
Not ideal for you if:
- You dislike dealing with frustrated people
- You prefer working alone without user interaction
- You're impatient with repetitive questions
- You want to build applications and software products (consider Software Developer)
- You want to build infrastructure from day one (consider Cloud Engineering)
- You prefer highly specialized technical work immediately (consider Cybersecurity)
IT Support Salary Progression
Your earning potential at each career stage
| Level | Role Title | Typical Salary | Notes |
|---|---|---|---|
| RISE START | Help Desk Technician / IT Support Specialist | $40K - $55K | Entry-level, first IT job, learning fundamentals |
| RISE GROW | IT Support Specialist / Desktop Support | $55K - $75K | After 1-2 years, more autonomy, handling complex issues |
| RISE MASTERY | Senior IT Support / IT Support Engineer | $75K - $95K | 3-5 years, mentoring juniors, complex troubleshooting |
| RISE LEADERSHIP | IT Support Manager / IT Operations Manager | $95K - $120K+ | Leading teams, strategic planning, process optimization |
Salaries vary by location, company size, and specialization. Major tech hubs (SF, NYC, Seattle) typically pay 20-40% more.
Your IT Support Career Roadmap
Four stages from beginner to leadership
RISE START
Entry-Level Foundation (3-6 months)
Core Skills
- Windows OS fundamentals (installation, updates, troubleshooting)
- Basic networking (TCP/IP, DNS, DHCP concepts)
- Hardware troubleshooting (RAM, hard drives, motherboards)
- Active Directory basics (user accounts, password resets)
- Ticketing systems (ServiceNow, Jira Service Desk)
- Remote support tools (TeamViewer, Remote Desktop)
- Customer service communication skills
- Basic command line (cmd, PowerShell basics)
Certifications
CompTIA A+
$246 (exam fees)
The gold standard entry-level IT cert. Covers hardware, software, networking, and troubleshooting.
Google IT Support Certificate
$49/month (Coursera)
Beginner-friendly, comprehensive IT support training from Google. Great for career changers.
Microsoft 365 Certified Fundamentals
$99 (exam)
Validates knowledge of Microsoft 365 services and cloud concepts.
Top 3 Courses for RISE START
Hand-picked from 1,000+ courses. These 3 give you the exact skills to reach $55K-$75K.
Hardware and Network Troubleshooting for CompTIA A+ Core 1 (220-1201)
Why This Course?
Landing your first role requires demonstrating real skills, not just theory. Vlad Catrinescu's 1h 34m course gives you hands-on experience with Exam objectives: 220-1201. This is the practical knowledge that separates candidates who get interviews from those who don't. Invest just a few hours to build portfolio-worthy skills that recruiters actively search for.
Hardware for CompTIA A+ Core 1 (220-1201)
Why This Course?
Landing your first role requires demonstrating real skills, not just theory. Glenn Weadock's 3h 26m course gives you hands-on experience with Exam objectives: 220-1201. This is the practical knowledge that separates candidates who get interviews from those who don't. Invest a focused day to build portfolio-worthy skills that recruiters actively search for.
Mobile Devices for CompTIA A+ Core 1 (220-1201)
Why This Course?
Landing your first role requires demonstrating real skills, not just theory. Glenn Weadock's 3h 4m course gives you hands-on experience with Exam objectives: 220-1201. This is the practical knowledge that separates candidates who get interviews from those who don't. Invest a focused day to build portfolio-worthy skills that recruiters actively search for.
All courses from our curated library for this RISE level.
Projects & Labs
- Build a home lab with VirtualBox or VMware
- Set up Active Directory on Windows Server
- Troubleshoot common Windows issues (blue screens, slow performance)
- Create documentation for common support tasks
- Practice ticket management workflow
A Day in My Life: RISE START
8:00 AM: You arrive at the office and check your queue. Fifteen tickets from overnight—password resets, a printer jam, someone can't connect to WiFi.
9:00 AM: You help a new employee set up their workstation. Install software, configure email, create their AD account. They're nervous—it's their first day. You make them feel welcome.
11:00 AM: A department manager calls in a panic. Their laptop won't boot. You remotely guide them through troubleshooting, then escalate to a senior tech when it's hardware-related.
1:00 PM: Lunch. You scroll through the CompTIA A+ subreddit, picking up tips.
2:00 PM: You image three new laptops for the sales team. Repetitive, but you're learning the deployment process.
4:00 PM: A VIP user needs urgent help with Outlook. You stay calm, troubleshoot, and fix it. They thank you. You close the ticket.
5:00 PM: You review your stats: 22 tickets closed today. Not bad for your second month.
Common Challenges
- Overwhelm: So much to learn, unsure where to start (this roadmap solves that)
- Confidence: Feeling like you don't know enough (everyone starts here)
- Repetitive work: Same questions over and over (this builds pattern recognition)
- Difficult users: Frustrated people taking it out on you (patience is a skill)
RISE GROW
Junior to Intermediate (1-2 years)
Skills to Develop
- Advanced Windows Server administration
- Network troubleshooting (routing, switching basics)
- PowerShell scripting for automation
- Desktop deployment and imaging (SCCM, MDT)
- Group Policy management
- Mobile device management (MDM)
- Backup and recovery procedures
- Basic cybersecurity awareness
- Documentation and knowledge base creation
Certifications
CompTIA Network+
$358 (exam)
Validates networking knowledge. Essential for understanding infrastructure.
Microsoft 365 Certified: Administrator
$165 (exam)
Proves expertise in managing Microsoft 365 services.
ITIL Foundation
$315 (exam)
Industry-standard IT service management framework.
Top 3 Courses for RISE GROW
Hand-picked from 1,000+ courses. These 3 give you the exact skills to reach $75K-$95K.
Azure Developer Associate (AZ-204): Working with Cloud Storage and Databases
Why This Course?
Most professionals struggle with getting promoted beyond junior level. Neil Morrissey distills Exam objectives: AZ-204 — Working with Cloud Storage and Databases into 2h 28m of actionable content—the exact skills that separate $55K-$75K roles from $75K-$95K positions. This isn't theory you'll forget; it's career-advancing knowledge you'll use immediately.
Microsoft Certified: Azure Developer Associate (AZ-204): Develop Azure Compute Solutions
Why This Course?
Most professionals struggle with getting promoted beyond junior level. Amy Coughlin distills Exam objectives: AZ-204 — Azure Developer Associate (AZ-204): Develop Azure Compute Solutions into 3h 26m of actionable content—the exact skills that separate $55K-$75K roles from $75K-$95K positions. This isn't theory you'll forget; it's career-advancing knowledge you'll use immediately.
Operational Procedures for CompTIA A+ Core 2 (220-1202)
Why This Course?
Most professionals struggle with getting promoted beyond junior level. Vlad Catrinescu distills Exam objectives: 220-1202 into 2h 21m of actionable content—the exact skills that separate $55K-$75K roles from $75K-$95K positions. This isn't theory you'll forget; it's career-advancing knowledge you'll use immediately.
All courses from our curated library for this RISE level.
Projects
- Automate user provisioning with PowerShell
- Deploy a software package to 100+ machines
- Set up and manage a company-wide VPN
- Create a self-service password reset portal
- Document the entire onboarding process
A Day in My Life: RISE GROW
You're no longer the newbie. You're trusted with bigger tasks. Today, you're deploying a new software package to the entire finance department—200 users.
You've tested it in a staging environment. You've written a PowerShell script to automate the install. You've communicated the rollout plan. When an issue pops up—the software won't install on older machines—you troubleshoot, find the dependency, and fix it.
You also mentor a new hire. Six months ago, that was you. Now you're the one teaching someone how to reset AD passwords and navigate the ticketing system.
By 5 PM, the deployment is complete. You close 18 tickets, write up documentation, and feel the satisfaction of real impact.
Challenges at This Stage
- Imposter syndrome: You know more than you think
- Balancing tickets vs. projects: Learning to prioritize and manage time
- Increasing expectations: People assume you know everything
- Decision fatigue: More autonomy means more decisions
RISE MASTERY
Senior Specialist (3-5 years)
Advanced Skills
- Enterprise system architecture understanding
- Advanced PowerShell and automation (scripting complex workflows)
- Cloud platforms (Azure, AWS basics for hybrid environments)
- Security hardening and compliance
- Performance optimization and monitoring
- Disaster recovery planning
- Mentoring and knowledge transfer
- Project leadership and planning
- Vendor management
Professional Certifications
CompTIA Security+
$392 (exam)
Foundational security certification. Opens doors to security-focused roles.
Microsoft Certified: Azure Administrator
$165 (exam)
Validates cloud administration skills in Azure environments.
MCSA: Windows Server (or equivalent)
Varies
Advanced Windows Server administration expertise.
Top 3 Courses for RISE MASTERY
Hand-picked from 1,000+ courses. These 3 give you the exact skills to reach $95K-$120K+.
Introduction to the Microsoft Endpoint Administrator Exam (MD-102)
Why This Course?
You're technically strong, but advancing to senior roles requires Exam objectives: MD-102. Glenn Weadock's 36m course teaches the frameworks used at top tech companies. Master these patterns and you'll command $95K-$120K+ salaries. Only a fraction of engineers reach this level—make yourself one of them.
Microsoft 365 Services and Concepts
Why This Course?
You're technically strong, but advancing to senior roles requires Exam objectives: Certification. Vlad Catrinescu's 3h 37m course teaches the frameworks used at top tech companies. Master these patterns and you'll command $95K-$120K+ salaries. Only a fraction of engineers reach this level—make yourself one of them.
Windows Endpoint Administration: Deploy Windows Client
Why This Course?
You're technically strong, but advancing to senior roles requires Exam objectives: Certification — Deploy Windows Client. Glenn Weadock's 3h 8m course teaches the frameworks used at top tech companies. Master these patterns and you'll command $95K-$120K+ salaries. Only a fraction of engineers reach this level—make yourself one of them.
All courses from our curated library for this RISE level.
Senior-Level Projects
- Lead a company-wide Windows 10 to Windows 11 migration
- Design and implement a zero-touch deployment system
- Architect a disaster recovery plan for IT infrastructure
- Build a monitoring and alerting system for IT services
- Mentor junior team members through structured training
A Day in My Life: RISE MASTERY
You're the person they call when everything else has failed. This morning, email is down for 500 users. The junior techs tried troubleshooting. The vendor support is stumped.
You dig deep. Check the mail server logs. Review recent changes. Find it: a misconfigured firewall rule after last night's security update. You fix it. Email is back in 30 minutes.
After the fire drill, you review the post-incident report with your team. What went wrong? How do we prevent this? You turn chaos into a learning moment.
You also attend a planning meeting for next quarter. The company is moving to the cloud. You'll be leading the migration project. It's exciting. And a little scary. But you're ready.
Challenges
- High expectations: You're the go-to expert for everything
- Complex troubleshooting: Obscure issues no one else can solve
- Balancing hands-on work with leadership: Doing vs. delegating
- Keeping skills current: Technology changes fast at this level
RISE LEADERSHIP
Management & Strategy (5+ years)
Leadership Skills
- Team leadership and people management
- Budget planning and cost optimization
- Strategic IT planning and roadmapping
- Vendor negotiation and contract management
- Stakeholder communication and expectation management
- Process improvement and ITIL implementation
- Change management and organizational transformation
- Risk assessment and mitigation
- Building IT culture and team development
Leadership Certifications
ITIL Expert / ITIL 4 Master
$1,500+ (full path)
Mastery of IT service management frameworks.
PMP (Project Management Professional)
$555 (exam)
Industry-recognized project management certification.
Microsoft Certified: Azure Solutions Architect
$165 (exam)
Validates ability to design cloud solutions.
Top 3 Courses for RISE LEADERSHIP
Hand-picked from 1,000+ courses. These 3 give you the exact skills to reach $110K-$150K+.
Azure Developer Associate (AZ-204): Building Connected and Distributed Systems
Why This Course?
Technical excellence isn't enough at the leadership level—you need Exam objectives: AZ-204 — Building Connected and Distributed Systems. JS Padoan shows you how to drive strategic impact in 2h 52m. This is the knowledge that separates $95K-$120K+ senior engineers from $110K-$150K+ technical leaders who shape engineering culture.
Azure Developer Associate (AZ-204): Certification Essentials
Why This Course?
Technical excellence isn't enough at the leadership level—you need Exam objectives: AZ-204 — Certification Essentials. Wayne Hoggett shows you how to drive strategic impact in 17m. This is the knowledge that separates $95K-$120K+ senior engineers from $110K-$150K+ technical leaders who shape engineering culture.
Azure Developer Associate (AZ-204): Implementing App and Container Solutions
Why This Course?
Technical excellence isn't enough at the leadership level—you need Exam objectives: AZ-204 — Implementing App and Container Solutions. Wayne Hoggett shows you how to drive strategic impact in 2h 58m. This is the knowledge that separates $95K-$120K+ senior engineers from $110K-$150K+ technical leaders who shape engineering culture.
All courses from our curated library for this RISE level.
Leadership Projects
- Lead a company-wide digital transformation initiative
- Build and scale an IT support team from 5 to 20 people
- Implement an IT service management platform
- Design a multi-year IT infrastructure modernization strategy
- Negotiate enterprise software contracts saving $500K+
A Day in My Life: RISE LEADERSHIP
You're no longer fixing printers. You're shaping the future of technology for the entire company.
Morning: You review KPIs with your team. Average ticket resolution time is up. You dig into why. It's not a people problem—it's a process problem. You schedule a workshop to redesign the workflow.
Midday: You present the IT budget for next year to the CFO. $2.5M. You justify every line item. Cloud migration: $800K. Security upgrades: $400K. Headcount: 3 new hires. The CFO pushes back. You negotiate. You land at $2.3M. Good enough.
Afternoon: A critical system goes down. Your senior engineer is handling it, but you stay close. You don't jump in—they're capable. But you're there if they need you. They fix it. You write the post-mortem email to leadership.
Evening: You review performance feedback for your team. One person is ready for promotion. Another needs coaching. This is the hardest part of leadership—people. But also the most rewarding.
Leadership Challenges
- Less hands-on: You miss the technical work sometimes
- People problems: Conflicts, performance issues, morale
- Accountability: When something breaks, it's on you
- Politics: Navigating stakeholder demands and budget constraints
IT Support Certifications Roadmap
Your certification path from beginner to expert
Beginner
- CompTIA A+ - Industry standard entry-level cert
- Google IT Support Certificate - Great for career changers
- Microsoft 365 Fundamentals - Cloud basics
Associate
- CompTIA Network+ - Networking fundamentals
- Microsoft 365 Certified: Administrator - M365 management
- ITIL Foundation - Service management
Professional
- CompTIA Security+ - Security foundations
- Microsoft Azure Administrator - Cloud administration
- MCSA Windows Server - Advanced server management
Expert
- ITIL Expert / Master - Service management mastery
- PMP - Project management
- Azure Solutions Architect - Cloud architecture
Real Challenges in IT Support
What no one tells you (but we will)
Dealing with Difficult Users
People are frustrated when technology fails. You'll face impatience, anger, and sometimes rudeness. Building emotional resilience and communication skills is crucial.
Repetitive Tasks
You'll reset hundreds of passwords, troubleshoot the same issues repeatedly. It can feel monotonous. The upside? Pattern recognition becomes your superpower.
Constant Learning
Technology evolves rapidly. Yesterday's solution is obsolete tomorrow. You need to commit to continuous learning to stay relevant and advance your career.
High-Pressure Moments
When the CEO's laptop crashes before a board meeting, all eyes are on you. Learning to stay calm under pressure is a skill that takes time to develop.
After-Hours Work
System maintenance, upgrades, and emergencies often happen outside business hours. Some roles require on-call availability. Work-life balance varies by company.
Proving Your Value
When everything works, no one notices IT. When something breaks, everyone notices. Learning to communicate your impact beyond "fixing stuff" is essential for career growth.
Why we share this: We believe in honesty. Every career has challenges. Knowing them upfront helps you prepare, build the right skills, and decide if this path truly fits you.
Essential IT Support Skills
Technical and soft skills you'll need to master
Technical Skills
- Windows, macOS, Linux operating systems
- Networking fundamentals (TCP/IP, DNS, DHCP)
- Active Directory and user management
- Hardware troubleshooting
- PowerShell scripting
- Cloud platforms (Microsoft 365, Azure, AWS)
- Security basics and best practices
- Backup and disaster recovery
Soft Skills
- Clear communication with non-technical users
- Patience and empathy
- Problem-solving and critical thinking
- Time management and prioritization
- Documentation and knowledge sharing
- Active listening
- Stress management
- Continuous learning mindset
Tools You'll Use
- Ticketing systems (ServiceNow, Jira, Zendesk)
- Remote support (TeamViewer, AnyDesk, RDP)
- Monitoring tools (Nagios, PRTG, SolarWinds)
- Imaging tools (SCCM, MDT, Clonezilla)
- Virtualization (VMware, VirtualBox, Hyper-V)
- Documentation (Confluence, SharePoint)
- Communication (Slack, Teams, Zoom)
Frequently Asked Questions
Do I need a degree to become an IT Support professional?
No. While a degree can help, it's not required. Many successful IT Support professionals start with certifications like CompTIA A+ and hands-on experience. Employers value skills and problem-solving ability over degrees in this field.
Is IT Support still in demand in 2025?
Absolutely. The Bureau of Labor Statistics projects 6-9% growth in IT support roles through 2030. Every company uses technology, and every technology needs support. Remote work has actually increased demand for IT support professionals.
Is IT Support hard to learn?
It's accessible but not easy. You'll need 3-6 months of focused study to get your first certification and entry-level job. The learning curve is manageable if you're consistent, curious, and willing to practice hands-on labs.
Can I switch to IT Support at age 30, 40, or 50?
Yes! IT Support is one of the most accessible career changes. Age doesn't matter—skills do. Many people successfully transition into IT Support in their 30s, 40s, and beyond. Your life experience and soft skills are actually valuable assets.
How long until I can get my first IT Support job?
With focused effort, you can get job-ready in 3-6 months. Study for CompTIA A+ (2-3 months), build a home lab, and apply for entry-level roles. Many people land their first job before even passing the certification exam.
Can I work remotely in IT Support?
Yes, especially after gaining some experience. Many companies now offer remote or hybrid IT Support roles. Entry-level positions may require on-site presence, but remote opportunities increase as you progress.
What's the difference between IT Support and Help Desk?
Help Desk is typically entry-level, focusing on basic troubleshooting and ticket resolution. IT Support is broader, encompassing system administration, deployments, and more complex technical work. Many use the terms interchangeably for entry roles.
Will AI replace IT Support jobs?
AI will change IT Support, not replace it. Automation handles repetitive tasks, but complex troubleshooting, human communication, and strategic problem-solving still require human expertise. IT Support is evolving, not disappearing.
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