What is an IT Specialist?

1.1.2 Skills and Abilities

The Big Picture

IT specialist skills are broad but may also be specific to your org. The four pillars are: problem solving, communication, organization, and technical knowledge.

Problem Solving

• Identify the problem, then form a theory about the probable cause.
• Factor in the company's network config, policies, and practices.
• Use a consistent step-by-step process for every issue. Do not skip steps.
• Many orgs have SOPs (standard operating procedures), so follow them.
• Think outside the box when standard approaches do not fit.
• Example: a user could not open a file, which was traced to a power outage at a remote server location. The status was communicated clearly and expectations were set.

Communication

• Both oral and written communication are required.
• Keep communication direct and professional.
• Match the format to the situation: a quick fix may be a phone call, while a complex proposal may need a written email with research attached.
• When suggesting solutions like new hardware, come prepared with cost, requirements, and justification.

Organization

• Keep your physical workspace and tools organized so you are not hunting for a screwdriver mid-repair.
• Common tools include screwdrivers, a multimeter, a toning probe, and a cable tester.
• Keep accurate documentation, since many orgs use trouble ticket systems.
• Good records let other techs check repair status or reuse past solutions.

Technical Knowledge

• The IT role now includes cloud, security, and emerging tech, not just hardware and devices.
• Learn through online videos, formal training courses, research, and on-the-job experience.
• You are expected to be a lifelong learner because the field is always evolving.
• You will not know everything, but you will be expected to research and grow continuously.

Bottom Line

From technical infrastructure to oral and written communication, a great IT specialist needs all of these skills to be effective and efficient.