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IT Support Specialist Roadmap

Your complete guide to becoming an IT Support Specialist.
Start your tech career helping users solve problems while building foundational skills for future growth.

What is IT Support?

IT Support Specialists are the frontline heroes who keep technology running smoothly. You'll help users troubleshoot problems, set up hardware and software, maintain systems and ensure everyone can work productively.

This role is the perfect entry point into tech because it doesn't require coding knowledge to start, yet it teaches you the fundamentals of how technology works. You'll gain hands-on experience every single day.

Best of all, IT Support opens doors to every other tech career. Many Cloud Engineers, System Administrators and Network Engineers started exactly where you are now.

Key Facts

Entry Level
Easiest path into tech
Coding Required
No (basic scripting helps later)
Learning Time
3-6 months to job-ready
Work Style
Hands-on, problem-solving
Career Path
Gateway to all tech roles

Career Progression Path

Your journey from beginner to expert

0-1 Years

Junior IT Support

Handle basic troubleshooting, password resets, software installations. Learn on the job while helping users.

1-2 Years

IT Support Specialist

Manage more complex issues, configure systems, maintain documentation. Work independently with minimal supervision.

2-4 Years

Senior IT Support / Desktop Engineer

Lead projects, mentor juniors, handle escalated issues. Design solutions and implement improvements.

4+ Years

Specialization Options

Branch into System Administration, Network Engineering, Cloud Engineering, or IT Management based on your interests.

Complete Learning Path

Follow this step-by-step roadmap to become job-ready

1

Computer Fundamentals

Duration: 4-6 weeks

Windows Operating System

What to Learn:
File system navigation, Control Panel, Device Manager, System Configuration, Windows updates, User accounts and permissions, Registry basics (viewing only), Task Manager and Resource Monitor
Free Resources:
  • Professor Messer's Windows tutorials (YouTube)
  • Microsoft Learn - Windows 10 fundamentals
  • Practice on your own Windows computer
Hands-On Practice:
Set up a virtual machine, install Windows, configure user accounts, troubleshoot common issues, create backup and restore points

Hardware Basics

What to Learn:
Computer components (CPU, RAM, HDD/SSD, motherboard), peripheral devices, printers and scanners, cable types (USB, HDMI, Ethernet), laptop hardware, mobile devices
Free Resources:
  • CompTIA A+ Core 1 study materials
  • Professor Messer A+ videos (YouTube)
  • Hardware troubleshooting guides
Hands-On Practice:
Disassemble and reassemble an old computer, upgrade RAM or storage, install a printer, set up multiple monitors

Networking Fundamentals

What to Learn:
IP addressing basics, DHCP and DNS concepts, WiFi setup and troubleshooting, router configuration, basic TCP/IP, ping and traceroute commands
Free Resources:
  • NetworkChuck YouTube channel
  • Cisco Networking Basics (free course)
  • Professor Messer Network+ intro videos
Hands-On Practice:
Set up home WiFi network, configure router settings, test network connectivity, use command-line tools (ipconfig, ping, nslookup)
2

Core IT Support Skills

Duration: 6-8 weeks

Troubleshooting Methodology

What to Learn:
Identify the problem, establish a theory, test theories, create action plan, implement solution, verify functionality, document findings, proper communication with users
Free Resources:
  • CompTIA A+ troubleshooting methodology
  • Google IT Support Certificate (Coursera)
  • IT troubleshooting case studies
Hands-On Practice:
Practice troubleshooting common issues: slow computer, no internet, printer not working, software crashes. Document each step you take.

Software Installation & Configuration

What to Learn:
Software installation best practices, MSI vs EXE installers, silent installations, software updates and patching, common business applications (Office 365, Adobe, browsers), license management
Free Resources:
  • Microsoft 365 admin training
  • Software deployment tutorials
  • Group Policy basics
Hands-On Practice:
Install and configure Office suite, set up email clients, deploy software remotely (using PowerShell), create deployment packages

Active Directory Basics

What to Learn:
User account management, password resets, group memberships, organizational units, basic Group Policy, computer accounts, login troubleshooting
Free Resources:
  • Active Directory tutorials for beginners
  • Microsoft Learn - AD fundamentals
  • Set up home lab with Windows Server trial
Hands-On Practice:
Set up Windows Server VM, create domain, add users, manage groups, apply group policies, join computers to domain

Remote Support Tools

What to Learn:
Remote Desktop Protocol (RDP), TeamViewer, AnyDesk, VNC, Windows Remote Assistance, remote troubleshooting best practices, security considerations
Free Resources:
  • Remote support software documentation
  • RDP configuration guides
  • Security best practices for remote access
Hands-On Practice:
Set up RDP on your computers, practice with TeamViewer, troubleshoot remote connection issues, configure firewall rules
3

Advanced Skills & Specialization

Duration: 4-6 weeks

Linux Basics

What to Learn:
Linux distributions (Ubuntu, CentOS), command-line basics, file permissions, package management (apt, yum), basic shell scripting, SSH
Free Resources:
  • Linux Journey (free website)
  • Ubuntu tutorials
  • Linux command line crash course
Hands-On Practice:
Install Ubuntu on VM, practice basic commands, create shell scripts for automation, manage users and permissions

Scripting & Automation

What to Learn:
PowerShell basics, batch scripting, automate repetitive tasks, scheduled tasks, basic Python for automation
Free Resources:
  • PowerShell in a Month of Lunches
  • Automate the Boring Stuff with Python (free book)
  • Scripting tutorials on YouTube
Hands-On Practice:
Write scripts to: automate user creation, backup files, generate reports, clean temp files, monitor disk space

Ticketing Systems & Documentation

What to Learn:
ITIL basics, ticketing system workflows, SLA understanding, proper documentation, knowledge base creation, customer service best practices
Free Resources:
  • ITIL Foundation introduction
  • ServiceNow free learning
  • Documentation best practices guides
Hands-On Practice:
Create mock tickets, write clear documentation, build a personal knowledge base, practice professional email communication

Security Fundamentals

What to Learn:
Password policies, antivirus and anti-malware, Windows Firewall, VPN basics, phishing awareness, data backup and recovery, encryption basics
Free Resources:
  • CompTIA Security+ intro materials
  • Cybersecurity awareness training
  • Microsoft security best practices
Hands-On Practice:
Configure Windows Firewall rules, set up backups, create strong password policies, practice malware removal
4

Job Preparation & Real Experience

Duration: 2-4 weeks

Build Your Portfolio

What to Create:
Documentation of your home lab setup, troubleshooting guides you've written, automation scripts you've created, personal projects, GitHub repository
Portfolio Items:
  • Home lab setup documentation with screenshots
  • 3-5 troubleshooting guides for common issues
  • PowerShell/Python automation scripts
  • Active Directory setup documentation

Interview Preparation

What to Prepare:
Common IT support interview questions, troubleshooting scenarios, technical questions about Windows/networking/hardware, soft skills (communication, customer service), behavioral questions
Practice Resources:
  • IT support interview questions on Glassdoor
  • Mock interview practice with friends/family
  • Record yourself answering questions

Get Real Experience

Ways to Gain Experience:
Help family/friends with tech issues (document everything), volunteer at non-profits or schools, offer free tech support to small businesses, join online communities and help others, start a tech blog or YouTube channel
Where to Find Opportunities:
  • Local community centers and schools
  • Small businesses in your area
  • Online forums (Reddit r/techsupport)
  • Volunteer Malaysia platforms

Essential Tech Stack

Tools and technologies you need to master

Operating Systems

  • Windows 10/11
  • Windows Server 2019/2022
  • Ubuntu Linux (basics)
  • macOS (helpful)

Hardware

  • Desktop components
  • Laptop hardware
  • Printers & scanners
  • Mobile devices
  • Networking equipment

Software & Tools

  • Microsoft Office 365
  • Active Directory
  • Group Policy
  • Antivirus software
  • Backup solutions

Remote Support

  • Remote Desktop (RDP)
  • TeamViewer
  • AnyDesk
  • VNC
  • SSH basics

Networking

  • TCP/IP basics
  • DHCP & DNS
  • WiFi configuration
  • Router basics
  • VPN setup

Scripting (Optional)

  • PowerShell
  • Batch scripts
  • Python basics
  • Bash (Linux)

Hands-On Projects

Build these projects to demonstrate your skills

🏠

Home Lab Setup

Build a complete home lab with multiple VMs running Windows Server, Windows 10 and Ubuntu. Configure Active Directory, set up networking and document everything.

Virtualization Active Directory Networking Documentation
📖

Troubleshooting Knowledge Base

Create a personal knowledge base with step-by-step guides for solving common IT issues. Include screenshots, commands and clear explanations. Host it on GitHub Pages.

Documentation Technical Writing Problem Solving
⚙️

Automation Scripts Collection

Build a collection of PowerShell and Python scripts for common IT tasks: user management, disk cleanup, system monitoring, backup automation. Share on GitHub.

PowerShell Python Automation GitHub
🌐

Network Setup & Documentation

Design and set up a small office network with proper segmentation, DHCP, DNS and security. Document the entire network architecture with diagrams.

Networking Router Config Network Security Diagrams
🔒

Security Hardening Project

Harden a Windows system following industry best practices. Configure firewall rules, implement security policies, set up backups and document the entire process.

Security Group Policy Backup & Recovery Compliance

Recommended Certifications

Certifications to boost your credibility (optional but helpful)

ESSENTIAL

CompTIA A+

The gold standard entry-level IT certification. Covers hardware, software, networking and troubleshooting.

RECOMMENDED

Microsoft 365 Certified: Fundamentals

Shows competency in Microsoft cloud services, which most companies use today.

RECOMMENDED

CompTIA Network+

Validates networking knowledge - essential for progressing to higher-level roles.

OPTIONAL

ITIL Foundation

Understanding of IT service management frameworks used in enterprises.

OPTIONAL

CompTIA Security+

Basic cybersecurity knowledge - increasingly important for all IT roles.

Important Note: Certifications are helpful but NOT required to get your first job. Focus on hands-on skills and real experience first. Many IT Support roles hire based on practical knowledge and soft skills rather than certifications.

Free Learning Resources

Quality resources to learn everything you need

📺 YouTube Channels

  • Professor Messer (A+, Network+)
  • PowerCert Animated Videos
  • NetworkChuck
  • Eli the Computer Guy
  • Linus Tech Tips

🎓 Online Courses

  • Google IT Support Certificate (Coursera)
  • Microsoft Learn (free)
  • CompTIA CertMaster Learn (free trial)
  • Cisco Networking Academy
  • freeCodeCamp IT courses

💬 Communities

  • Reddit r/ITCareerQuestions
  • Reddit r/sysadmin
  • Spiceworks Community
  • TechNet Forums
  • Local tech meetups

📖 Documentation

  • Microsoft Docs
  • Ubuntu Documentation
  • CompTIA Exam Objectives
  • How-To Geek guides
  • TechTarget SearchITChannel

🛠️ Practice Platforms

  • VirtualBox (free VMs)
  • Windows Server trial versions
  • Ubuntu (completely free)
  • Home lab equipment
  • Old computers for practice

📝 Study Materials

  • CompTIA A+ exam objectives PDF
  • Professor Messer course notes
  • Microsoft Virtual Academy
  • ExamCompass practice tests
  • Anki flashcard decks

Ready to Start Your IT Career?

Have questions about this roadmap? Need guidance on your learning journey? We're here to help you succeed.

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