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• Earn certifications like CompTIA A+ to validate your skills and jumpstart your career in IT support.

• Build computer literacy and communication skills to succeed in troubleshooting user issues.

• Gain experience through internships, apprenticeships, or volunteer IT roles.

• Helpdesk positions offer growth opportunities into specialized IT fields, including cybersecurity and network administration.

A career as an IT Level 1 Helpdesk Technician provides a strong foundation for breaking into the technology field. These entry-level professionals play a critical role in troubleshooting hardware, software, and network issues, ensuring users stay productive and connected. If you’ve ever been the go-to person for setting up gadgets or solving tech problems for family and friends, you’ve already had a taste of what this role entails​. But becoming a professional helpdesk tech involves more than just fixing things—it’s about combining technical expertise with great interpersonal skills.

So, what does it take to succeed in this career? A mix of technical know-how and communication abilities is essential. Certifications like CompTIA A+ will validate your knowledge in system troubleshooting, while strong computer literacy will allow you to navigate operating systems with ease. On the job, you’ll need more than technical skills; you must be able to explain solutions clearly, stay patient under pressure, and provide seamless customer service. These communication skills are just as critical as your ability to diagnose problems​.

In the sections that follow, we’ll walk you through three key steps to prepare for this career. From building technical proficiency to gaining practical experience, each step will move you closer to becoming a helpdesk technician. Whether you’re starting from scratch or have some background in customer service, these strategies will help you hit the ground running in the IT world. Explore how certifications, hands-on learning, and interpersonal skills come together to launch your career.

Build Your Technical Skills

Employers typically look for candidates with a solid grasp of computer literacy—the ability to navigate operating systems, software, and essential IT tools. While a degree in IT or computer science can be helpful, many people enter the field through certifications. Obtaining the CompTIA A+ certification is often the first step. This widely recognized credential proves your competency in installing and configuring systems, troubleshooting hardware, and maintaining operating systems.

Sharpen Your Communication Skills

While technical expertise is crucial, communication skills are just as important. Helpdesk technicians must convey technical information to users of varying experience levels in a way they can understand. Whether working with internal employees or external customers, the ability to stay calm, listen actively, and explain solutions clearly makes all the difference.

According to industry professionals, this role offers an opportunity to develop essential soft skills like teamwork, prioritization, and empathy—traits that can help advance your career in IT management or other technical fields over time.

Gain Practical Experience

Though some companies require formal education, many offer entry-level opportunities with on-the-job training. Internships or apprenticeships can give you exposure to real-world IT service management (ITSM) tools. Some organizations also provide employees with professional development programs that cover certifications or technical workshops, boosting career growth prospects.

Additionally, volunteering in IT roles—such as assisting nonprofits or schools with their tech needs—can help you build a resume while expanding your network within the industry. The experience you gain through hands-on problem-solving will enhance your computer troubleshooting skills and give you the confidence to manage real-world technical issues under pressure​. Many employers also value candidates with customer service backgrounds, as the ability to collaborate with non-technical users and communicate solutions clearly is essential in this role.

By starting small and staying curious, you can gradually build the expertise needed to excel in IT. Participating in online communities, tech forums, or virtual labs can further enhance your practical skills. The beauty of an entry-level helpdesk role is that it offers not just career stability but also the flexibility to explore specialized IT paths, from cybersecurity to system administration, as your skills and interests evolve​.

Why Choose a Helpdesk Role?

A career as an IT helpdesk technician offers strong job prospects. According to the U.S. Bureau of Labor Statistics, employment for computer support specialists is expected to grow by 6% from 2023 to 2033—faster than the average for all occupations. This demand is driven by the need for tech support across industries, with around 62,700 job openings projected annually. Entry-level salaries vary, but the median annual pay is approximately $59,240, offering a solid starting point with room for advancement into higher-level IT roles over time.

Lackawanna College’s IT Level 1 Helpdesk Career Prep with Certifications program is tailored for individuals at both beginner and intermediate skill levels, providing the essential knowledge and certifications needed to succeed in tech support. Ultimately, working in tech support helps build foundational knowledge in IT while exposing you to the inner workings of business technology. Many professionals start in this role and later transition to specialized IT positions, such as network administration or cybersecurity.

Visit our Admissions and Enrollment page to discover the diverse career pathways available in our Information Technology programs and begin your journey toward a successful future at Lackawanna College.