Help Desk Technician

As computer equipment and software become more complex, the need for technicians will continue to increase. A CompTIA A+ certification demonstrates solid proficiency with computer hardware, while a Microsoft IT certification such as an MSCE indicates a deep knowledge of the Microsoft operating system. However, a publication from Microsoft indicates that they have ceased offering and supporting many of the older certifications, and offers guidance on what else you can do to acquire accreditation. In this article, we explain how to become a help desk technician in four steps and discuss this career’s salary, job outlook and work environment.

become a help desk engineer

Fortunately, there’s training that can teach your team how to use a help desk to optimize their workflow. These courses, paid or free, can consist of various exercises that help reps become familiar with fundamental help desk features and common customer interactions. When a course is complete, reps receive credible certifications showcasing their mastery of help desk software to better serve your business. People struggle to move past their entry-level positions because they don’t have a good plan to do so. As a result, they end up spending more than 3 years in a helpdesk environment without getting the experience and skills that lead to the best paying IT jobs. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.

Be Adept At Time Management

They may work with the users in person or remotely by phone or video. They solve a wide range of problems, from simple questions about how to access an application to complex errors affecting servers and networks. While some may work for large software companies or support service firms, others work in call centers.

  • What skills and experience do you need to get an interview and then land the role?
  • Assists team members in providing timely resolutions to technical support issues via email, over the phone, and remote desktop.
  • This experience helps you develop your communication skills, patience and familiarity with various programs.
  • Computer programs rely on passwords and tight security controls to protect the information stored in the system.

All you do is spend your time helping with minor issues without getting enough exposure to what really matters. Get the skills and certification you need from MTI College to begin your in-demand career in information technology.

Help Desk Technician Duties & Responsibilities 4

They help support business end-users and make sure that the enterprise technology that organisations rely on to do business remains up-to-date and runs as consistently and smoothly as it should. Most medium and large sized companies have their own internal IT help desk support teams to address internal hardware and software issues that their employees face day-to-day.

become a help desk engineer

This job has few barriers to entry and can prepare you for more advanced roles in the information technology field. They should be able to understand users’ questions, provide technical support, and assist all staff remotely on technology problems.

It Career Paths: How To Get Into It Support

The Bureau of Labor Statistics lists the median annual pay for computer support specialists in 2020 as $55,510. Professionals who are just starting out are often the first point of contact between a user and an IT department.

Desktop Service works in tandem with IT Service, as one needs the other to perform at its best quality. Top 5 IT technician interview questions with detailed tips for both hiring managers and candidates.

The median salary and wage for computer support specialists are $54,760 per year and $26.33 per hour (U.S. Bureau of Labor Statistics ). They should have extensive technical knowledge of various technologies and products, including local area network /wide area network technologies. Research and compare the top-rated help desk technician training programs online and in your area. The hourly wage for help desk technicians ranges from $12 to $44 per hour, depending on location, technical specialty, years of experience, and certifications held. Now, the above example shows how the same IT support guy can act as both a help desk representative as well as a desktop support technician. Having good communication skills will help you communicate solutions quickly and effectively and a system like Track-It! With searchable solutions and ticket history will help you find a solution more quickly.

Documenting Technical Support Procedures

For anyone trying to learn about the help desk, it’s difficult to grasp all the drastic differences a single word can have. The Certified Service Representative certification is a common and useful certificate for a help desk specialist. Is a help desk software application designed for small to medium sized businesses and Client Management is an End Point Management software application designed for Medium to Large sized businesses. Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

  • Working closely with IT professionals, world-class trainers and tech executives since 2005 has given him a unique perspective into the information technology job market and the skills and credentials IT pros need to succeed.
  • Learn the answers to the most frequently asked questions about becoming a help desk support professional below.
  • CompTIA A+ – This course introduces learners to computer hardware, software and security implementation, maintenance and support.
  • The Security 5 certification is a common certification for understanding the basics of troubleshooting and networking, as well as computing basics.
  • Treat each end user’s problem as if it were urgent, and tell callers that their issue is important to you and that you are dedicated to resolving it.

They allow businesses to track and identify issues and resolve underlying problems. IT help desk software is also used in order to streamline the ticketing process. This means customers are given automated ticketing to ensure their query is directed to the right help desk support engineer. Assists team members in providing timely resolutions to technical support issues via email, over the phone, and remote desktop.

Looking At It From The Customers Point Of View

These are examples of “soft skills” and aren’t really something you can learn on the job. Sure, you can develop them with practice, but they’re really about who you are as a person. What skills and experience do you need to get an interview and then land the role? In this post I look at some of the essential skills that make for a great service desk agent along with advice on the experience and qualifications that will help you to land the job. The IT service desk can be the perfect place to gain an understanding of the world of IT and will also give you a great view of other IT and business departments. This can be incredibly beneficial if you’re not sure which career path you ultimately want to take.

People who work at a help desk enjoy their jobs because they know they are fulfilling a very important role in technology. Transform your agents and technicians into service heroes by giving them the tools they need with Gladly. Again, because these individuals need how to become a help desk engineer both soft skills and technical skills, you want to create a task description that highlights both of these requirements. Job listings will sometimes have listings for “help desk analysts” or “help desk technicians,” or simply “IT help desk.” What’s the difference?

Papers Comprehensive guides, publications, whitepapers and technical papers from the experts at TBA Group providing insights and solutions to industry challenges. Container Terminal Operations Use state-of-the-art simulation techniques to address and explore your new/existing fleet or new business developments. We deliver solutions and software for maritime and inland container terminals. Industrial Automation Deploy turnkey solutions in a wide range of demanding industrial environments that deliver superior performance, longevity and return on investment. Implementation With the experience of more than 150 implementations of mission-critical software, our expert team can guide and assist you during the preparation, testing, tuning, training and go-live of new complex systems . Alison offers over 1000 free online courses and certifications across several different categories. The videos lectures are very engaging, entertaining and very well laid out.

A generic help desk listing could include either of these skill levels, and some listings will require a bachelor’s degree in IT or a related field. The team at Workable provides a generic help desk technician job description, which should help you understand the general expectations and minimum requirements. Answer queries about hardware, software, and applications either in person or over the phone. As companies upgrade their computer systems and implement new applications, the need grows constantly for Help Desk Engineers, also called Technical Support Specialists. You may be the type of person who really enjoys troubleshooting computer issues – or the person your friends come to for advice on software, hardware and new apps.

What’s great about this setup is that you can access the video on a TV or mobile device. That way, participants can take the training home with them and complete it outside of work. I have been in help desk for almost 2 years, I am currently still there and managing a few systems.

According toUSA Today, it’s an industry that has more demand than supply. If you’ve ever had an issue with your smartphone, tablet or computer and have had to call a technical support number for help solving your issue, then you have likely spoken to a help desk specialist. In this day and age, we rely on our electronic devices a lot, and the help desk specialist can come to your rescue when you need help with hardware or software issues. An IT Help Desk Technician is a professional who provides technical support and assistance to customers, whether on the phone or in person.

Knowing this provides the help desk professional with an idea of how serious the end user’s situation is. Let us understand the help desk skills required for a support agent to provide seamless customer support. This IT help desk technician job description template includes the list of most important IT help desk technician’s duties and responsibilities. Use it to save time, attract qualified candidates and hire best employees. Most employers prefer candidates with certification, as it demonstrates your proficiency in IT services and commitment to your profession.

Computer Technician Requirements

They are responsible for diagnosing and resolving problems in a timely and efficient manner. As such, they must have a good working knowledge of a wide range of software and hardware. To become a help desk technician, you need to have strong communication skills and be able to troubleshoot problems. You should also be familiar with common software applications and hardware devices.

What Skills Are Required To Work With Help Desk System?

The IT help desk job market is expected to continue to be on the rise in the coming years. An IT help desk engineer can expect to earn something between $55,000-$65,000 annually. Depending on the company, IT help desk engineers can also work per hour.

Oftentimes they’re not tech-savvy and may have already spent a great deal of time trying to find and get help from a representative, so they’re already not in the greatest mood upon first interaction. You have to be patient with customers as they come to keep them calm and solve their pain points. This may seem obvious, but you have to understand the product to explain it to the customer. If you’re interested in training to help you level up in the field we can share with you information about our programs. Click here to learn more about our Full Stack Network Engineer program. I took the network + class here because I want to take the test just to “fatten up” the resume. Take the advice they offer here, network, volunteer, create a network for testing at home, and don’t give up.