IT support specialist roles and responsibilities

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IT Support Specialist Roles and Responsibilities

Did you know that Information Technology or IT is one of the fastest-growing sectors? In fact, it has been estimated that there will be more than 667,600 new jobs and titles in the industry by the year 2023. As technology continues to evolve every minute, skilled IT professionals are in more demand now than ever. 


An IT support specialist is a highly-skilled expert with a strong foundation in software and computer applications. If you are an aspiring IT professional, there is no better time than the present to chase the career of your dreams. Thus, if you’re a natural problem solver with advanced computer skills and exceptional time management abilities, consider a career in this in-demand field.


In this blog, we have shared everything you need to know about IT support specialist roles and responsibilities. Keep reading!


What is an IT Support Specialist?

Individuals and organizations depend on a wide range of technology daily to sustain their work lives. They turn to IT support specialists when they need support with these services. 


An IT support specialist has extensive technical knowledge of computer applications, troubleshoots software issues, and assists users with any hardware and software issues related to their computer systems. The job description for an IT support specialist includes helping users with any technical challenges they may face. Within organizations, an IT specialist has to listen to customer queries and find solutions to their various problems. 

IT Support Specialist Roles and Responsibilities 

An IT specialist job description is a high-demand position since their roles and responsibilities are crucial to the daily operations of most organizations. 

Here are some of the IT support specialist’s duties:


  • Assist people and businesses in resolving typical computer problems or software issues
  • Install, configure, and maintain computer applications and systems within a company
  • Actively monitor and update all components of a business’ computer networks
  • Solve technical issues associated with network interruptions
  • Attend daily meetings with clients to understand, troubleshoot, and diagnose hardware/software issues
  • Respond to customer inquiries, complaints, information technology services, repairs, and assistance
  • Directing user calls and messages to the relevant IT staff.
  • Manage a computer tracking system to follow customer tickets 
  • Make suggestions for improving computer systems and applications within an organization
  • Maintain documentation for customer service questions and responses
  • Actively upgrade and manage systems to ensure they are working efficiently 
  • Introduce new business and productivity tools
  • Educate junior personnel about new systems, software, and best practices
  • Backup and maintain security databases
  • Collaborate with the management in creating training materials for computer usage and troubleshooting


What are the Qualifications Required to Become an IT Support Specialist? 

The preliminary qualification for an aspiring IT support specialist is a bachelor’s degree in computer science or a related technology field. Industry-specific certification in relevant software processes or computer languages may be required in some jobs.  A master’s degree in computer science can open up more opportunities for IT specialists looking to advance their careers. 


Most firms recruiting IT support specialists also look for at least 1 to 3 years of work experience in a related field, including technical knowledge of the company’s products and services.  Besides, additional certifications can professionally aid IT personnel in securing better jobs. Certification courses are an excellent way to enhance proficiency and experience in the IT sector. 


In fact, according to a CompTIA study, 91% of recruiters believe IT certifications play a key role in the hiring process and act as a trustworthy predictor of a successful employee. It may increase their chances of getting hired by the top firms in the industry. 


Some of the most recommended IT support specialist certifications are:


  1. Microsoft Certifications
  2. IT Infrastructure Library (ITIL) Foundation
  3. Certified Information Systems Security Professional (CISSP)
  4. AWS Certification
  5. Cisco Certified Network Associate (CCNA)
  6. VMware certification
  7. Google IT Support Professional Certificate
  8. Microsoft Azure Fundamentals certification
  9. CompTIA A+


If you want to improve your IT support skills, consider which skills your current job uses most often and which skills you want to improve on personally. Then, you can search for certification courses inculcating these skills.


Skills Needed to Perform IT Support Specialist Roles and Responsibilities

An IT support specialist must be highly trained in technical and soft skills.

Below are examples of some common skills of IT support specialist skills:


  • Communication: IT support specialists must have excellent communication skills when interacting with clients and coworkers. They have to listen to users’ technical problems and figure out the best course of action to resolve them. Communication skills are a must, especially when assisting over the phone. 
  • Problem-solving: IT professionals often use problem-solving skills to research the problem and determine the ideal solution fully. It includes collecting data about what may have caused the issue and testing out various possibilities. 
  • Time management: IT employees must manage their time effectively. In an organization, they may be required to help as many customers as they can within a given hour. Therefore, it is crucial to manage time and perform tasks on time. 
  • Attention to detail: Resolving an IT issue often includes several small tasks and minute steps. Specialists must configure hardware and software in specific ways to ensure they function efficiently. It requires paying attention to every detail, as leaving out a small step can result in fatalities. 


What is the Average Salary for IT Support Specialists?

Here are the different salary structures of IT professionals across different countries:


  1. The Kingdom of Bahrain: In 2023, the average salary for IT Support is 20,462.24 Bahraini dinars per year in Manama, Bahrain. There is also average additional cash compensation for IT Support in Bahrain ranging from 230.67 – 3720.41 Bahraini Dinars. 
  2. The Republic of Iraq: A person working as an IT specialist in Iraq typically earns 1,640,000 IQD every month. 
  3. The United Arab Emirates: The average salary for IT support personnel in the UAE is AED 5,500 per month. The average additional cash compensation for an IT Support Specialist in Dubai ranges from AED 1,000 – AED 30,000.
  4. The Sultanate of Oman: IT support specialists in Muscat typically earn OMR 375 per month. The additional cash compensation ranges within OMR 300. 

Also Read : Telesales Executive Job Description: A Complete Guide


This was everything you needed to know about IT support specialist roles and responsibilities. Make sure you fit the educational criteria before you start applying for jobs in the industry.  To look out for high-paying job opportunities in the field, check out 6 Pence. We are a leading recruitment agency in Bahrain, Oman, the Republic of Iraq, and Dubai, and we can help you secure high-paying jobs as an IT support specialist. 


We work with some of the leading MNCs and government agencies in Dubai, Bahrain, Iraq, and Oman. By following us on our social handles, you can stay abreast of all the latest jobs and tips that can help you become a match for the criteria for IT support specialist roles and responsibilities 


Frequently Asked Questions

What skills are required for an IT support role? 

IT support specialists should not only be adept in technical skills such as computer hardware, mobile applications, virus removal, and software installation, but they should also have soft skills. Interpersonal skills such as communication, problem-solving, time management, organization, creative thinking, patience, etc., are imperative. 


What are the three qualities of a good service desk employee? 

The three essential qualities of a good service desk employee are patience, active listening, and being well-organized. Desk agents can only provide exceptional service with patience and active listening, where time is devoted to understanding customers’ problems in a better way. Additionally, since agents who work in large companies have to juggle multiple tasks on multiple platforms, they must be organized. 


What are the best certifications for IT support specialists?

IT support specialist certifications are accredited acknowledgments of specific experience, skills, and knowledge related to IT processes. They are critical for career advancement and open up opportunities. Some of the best certifications for IT support specialists are Microsoft certifications, Certified Information Systems Security Professional (CISSP), Cisco Certified Network Associate (CCNA), IT Infrastructure Library (ITIL) Foundation, CompTIA A+, and AWS certification.


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