It Help Desk Technician Job Description

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It Help Desk Technician Job Description

Glassdoor has millions of jobs plus salary information, company reviews, and interview questions from people on the inside making it easy to find a job that’s right for you. There’s no time like the present to start working on your future. Get the skills and certification you need from MTI College to begin your in-demand career in information technology. The average IT help desk job salary is between $55,000-$65,000 but this can vary depending on the company and level of experience. They must record incidents correctly and categorize and prioritize them as per their team procedures. Engineers carry out an assessment of issues thoroughly with end users to aid in the first point of contact problem resolution. Included in the Service Desk Engineers tasks are installing, upgrading, supporting, and resolving issues relating to PCs or laptops, printers, scanners, phones, VoIP, besides the Intranet, LAN, and WAN, hardware, and software.

They have experience working in high pressure situations with customers. I have been in help desk for almost 2 years, I am currently still there and managing a few systems. I have watched people who started with me move up ever fast as I stay in the same spot and the truth is its discouraging that you work so hard but are unable to get noticed.

how to become a help desk engineer

From the Tier 1 technicians, IT issues, and more challenging questions get escalated up through Tier 2 and Tier 3 IT support. Generally, Tier 3 is reserved for the most highly trained or experienced IT support professional in the company. So, learners can now earn up to 12 college credits for completing the program. This opens up additional pathways to help learners get the degree they need to move beyond the entry-level job and advance their IT career into more senior, higher-paying positions. The role of a help desk technician is one that requires an individual to be highly attentive and detail-oriented. They are often the primary point of contact for end users who have questions or issues with their computer systems, software applications, or other technology-related equipment. According to Indeed, the wage of an analyst is ​$18.00​ per hour, on average, while Indeed’s summary of the “technical support” position identifies an average wage of ​$16.36​ per hour.

Great customer service, in particular, means helping the clients, not just selling or servicing them. A technician must understand the frustration of the customer and be compassionate about how they feel. Empathy is so crucial for the job of a help desk technician because the role is truly one of servicing clients and reassuring them that their specific problem is understood.

You may find that experience in other jobs will help you become a Help Desk Engineer. In fact, many Help Desk Engineer jobs require experience in a role such as Technical Support Specialist. Meanwhile, many Help Desk Engineers also have previous career experience in roles such as Computer Technician or Help Desk Analyst. If you’re interested in becoming a Help Desk Engineer, one of the first things to consider is how much education you need. We’ve determined that 51.1% of Help Desk Engineers have a bachelor’s degree. In terms of higher education levels, we found that 6.3% of Help Desk Engineers have master’s degrees. Even though most Help Desk Engineers have a college degree, it’s possible to become one with only a high school degree or GED.

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In addition to theoretical technical knowledge, a service desk technician should know how to apply what they know in practice. Both hands-on learning and practical knowledge are truly what the help desk needs. Since people working the helpdesk are technical specialists, they must have an analytical mindset. This gives them the ability to investigate a problem and find the ideal solution in a timely and efficient manner.

  • Voluntary certification can lead to further job opportunities as well.
  • The median annual salary for help desk technicians in $56,000, according to the latest figures from the US Bureau of Labor Statistics.
  • I have watched people who started with me move up ever fast as I stay in the same spot and the truth is its discouraging that you work so hard but are unable to get noticed.
  • For many people, Technical support and help desk positions are the traditional points of entry into IT.

We hope your team can take these certification recommendations and achieve these possibilities. This may seem obvious, but you have to understand the product to explain it to the customer. Help desk technicians are vital to the IT workforce, as they keep the technologies that organizations rely on to do business up-to-date and running smoothly.


All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. In fact, there are a variety of short-term tech training programs that last less than a year. At Southern Careers Institute, our Computer Support Specialist program can be completed in as little as seven months.

  • This opens up additional pathways to help learners get the degree they need to move beyond the entry-level job and advance their IT career into more senior, higher-paying positions.
  • In addition to theoretical technical knowledge, a service desk technician should know how to apply what they know in practice.
  • The more strategic you are with time management, the more efficient you’ll become when meeting customer needs.
  • You will find that most employers are willing to train you on the job, or even provide some work-related training .

You’ll graduate with the expertise and knowledge needed to launch your career. Anyone with basic computer knowledge, an interest in technology, and the desire to succeed will do well in a help desk professional training program.

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There are many routes to becoming a help desk technician, but you don’t need to attend several years of schooling. It entails making the most of your time in order to provide the greatest value to your end consumers. The more efficiently you cooperate with individuals who can assist you in completing your responsibilities, the more you will be able to achieve. If you’re interested in training to help you level up in the field we can share with you information about our programs.

CompTIA A+ – This course introduces learners to computer hardware, software and security implementation, maintenance and support. This is the class to begin with, if you have no experience in IT at all. The videos lectures are very engaging, entertaining and very well laid out. The fun style of teaching makes the concepts easy to grasp and retain. These IT support certification courses are suitable even for learners who do not wish to take the CompTIA certification exam, but just looking to learn about the basics of IT and computers. They can get a robust IT foundational knowledge in a way that’s easy-to-understand.

Gender Breakdown For Help Desk Engineers

Browse campus & online degrees, vocational certificates and self-paced courses matching the help desk technician education requirements and career path. Code Spaces is a platform for learners to find the best courses, certifications and tutorials on the web.

The role of a Service Desk Analyst does not require formal qualifications; however, employers may prefer candidates with IT skills. Study computer systems, computer science, or information technology to earn a degree. Getting a job as a help desk technician does not require a college degree. You will be able to demonstrate your skills as an IT professional by passing an IT certification. A+ certification is widely recognized by help desk technicians and is offered by CompTIA. Without the expertise of computer support specialists, many businesses and organizations would have difficulty operating. Help desk professionals are a vital part of most organizations, as they help keep computer downtime to a minimum.

Answer A Few Questions To See To See Schools

A big part of any IT support business is answering the phones and helping clients with the issues they are facing. In this article, we’ll explore these five central questions surrounding the work of a help desk technician.

Learn about human resource-related issues in the customer support world. Learn how to act assertively when dealing with customers while retaining a professional demeanor.

Are You Unchallenged And Ready To Grow Your Skills And Career?

They have computer networking classes that teach about LANs and WANs as well as introduce the network architecture and protocols used how to become a help desk engineer in security. You can also take courses to understand the basic structure of both wired and wireless networks and their protocols.

how to become a help desk engineer

This IT Certificate program also aligns with the objectives covered by the newly updated CompTIA A+ certification. According to Google, completion time for the certificate program is around 6 months for a person willing to invest around 5-6 hours per week. All the training and other materials are self-paced and available on demand. So somebody who puts in more time will be able to finish it much faster. Level or Tier 3 – Requires project work experience, knowledge of server setup, infrastructure, network engineering, virtualization, migrations, creating security policies and cybersecurity consultations.

A help desk solution is the main point of contact for service requests and user issues. Engineers manage issues throughout their lifecycle, beginning from the first point of contact until it is resolved. During this process, they need to keep their clients abreast of the progress.

Top Help Desk Certification

This course provides a comprehensive guide to troubleshooting a range of Windows 10 issues commonly encountered by IT professionals. This course provides Level 1 IT administrators with an overview of the most common end-user support requests related to Office 365. Get a quick recap of Office basics, including the features of Word, Excel, PowerPoint, Outlook, OneDrive, SharePoint, OneNote, Access, Publisher, Sway, and Power BI.

Being able to learn new things quickly, as technology is constantly changing. Even within one program/software application, there will always be new releases or products that will make issues easier and more efficient to resolve. And depending on which department you work in, some programs may not even exist yet. Learning how to adapt and overcome those challenges then becomes crucial. Many employers require help desk analysts to have one to five years of work experience.

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