What Makes a Great Help Desk Technician? Questions Answers

Learn more about the salary, responsibilities, strengths and work environment of a Help Desk Support specialist. As businesses grow, their need for competent help desk support will grow. While in recent years some traditional help desk tasks have been outsourced, there will always be a desire for onsite support within every large company. Help desk support specialists are needed across all industries and can create a niche skillset by learning and specializing more in certain types of technology, systems, or hardware. At its most simple form, a help desk technician performs troubleshooting tasks on behalf of end-users within their company when they run into problems with applications, hardware, or network issues. The best way to train as a help desk technician is through hands-on experience. You will find that most employers are willing to train you on the job, or even provide some work-related training .

As a Help Desk Technician, you will provide Tier 1 support to our customers via phone, email and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier I span of control.

Skills You Need to Get a Help Desk Job

But, there are also people who skyrocket through the industry as if they were cruising through outer space. However, many people get stuck in entry-level positions for years! They spend their time helping with little things instead of working on stuff that can directly translate into big-time promotions. Now, there might be some exceptions here and there, but if you really want to make it far in the industry, you should treat help desk engineer entry-level positions as a means to an end. They should only be a way for you to break in and start moving up. Review the job openings, similar jobs, level of education, and experience requirements for the Help Desk Engineer job to confirm that it is the job you are seeking. – This is an important step because it helps the technician know how much the client will be able to assist in resolving the issue from their end.

  • I would love to get a opportunity to learn more but the card have not been dealt that way.
  • IT Help Desk Technicians work with Desktop Support Engineers to adequately provide their clients with satisfactory service, no matter their problem.
  • You can also explore salary data on sites like Glassdoor and Indeed.
  • The average annual salary for an IT Service Desk Engineer is $46,425 in the United States, according to payscale.com.
  • Most of your interactions will be with negative customers and extremely irate people who may even yell at you.
  • This Google IT course is part of Google’s “Grow with Google” initiative and aims to equip learners with the latest job-ready skills to help take their careers to the next level.

The service desk staff typically handles the technical issues that are reported by the employees of a company. Help desk support professionals are the go-to individuals for the computer system, hardware, and software technical help and support. They are in charge of responding to inquiries and resolving system and user issues in a fast and professional way. Help desk assistance collaborates with the IT staff and frequently interacts with system and computer users throughout the organization.

Have Business Awareness

You want to move up the industry and eventually hold a top IT position. You’re always looking to get an edge on everybody else, or hunting for the next trend so you can jump on it before everyone else. All these roles have a lot of churn so there should be plenty of opportunities to move up in your company –no need to get your resume out there yet. So if you’re already there, just make sure your name is “in” so it can be considered for upcoming openings. Sure, it’s great if you’re just starting out and need to get some experience but, expecting to have a lucrative and fulfilling career in it is delusional.

  • Throughout the course, students will see the actual tools that they’ll use every single day while working as help desk technicians.
  • These resources include both free and paid ones created by top professionals, schools and companies.
  • Each article will include the responsibilities, qualifications, related job titles and salary range for the role.
  • They should only be a way for you to break in and start moving up.
  • Click here to learn more about our Full Stack Network Engineer program.

He typically has a degree in computer engineering and understands how to resolve different types of technical https://remotemode.net/ problems. Some service desk engineers must be familiar with hardware issues as well as software problems.

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One thing to keep in mind is that some help desk positions will be primarily outward-facing. In other words, you’ll be helping an organization’s customers with their technical issues. Though this is the central role, it isn’t the only part of the job. A help desk technician might also manage hardware and software for an organization, including tasks like installation, training end users, and keeping everything up to date. We are looking for a tech-savvy help desk technician to be responsible for providing technical assistance with computer systems, hardware, and software. As a help desk technician, you are responsible for responding to email, chat, or phone queries and offering technical support to customers using computer systems, hardware, and software. Learn to troubleshoot problems with hardware and software, including desktop applications, web sites, and mobile apps.

How does a help desk work?

Many companies use software to queue and process customer queries. The client might open a ticket on the organization’s website, where they describe the complaint or question. Depending on the organization’s workflow, the help desk support person usually spends some time opening and responding to these tickets. They may need to research the problem before contacting the client with a resolution. Although they frequently provide a written reply, help desk support specialists occasionally interact with the client in real time, either traveling to their location, getting them on a phone call or conducting a video conference. When the client’s issue gets resolved, the help desk support person records a description of the interaction and resolution.

You can also work for a customer and still perform projects, but you won’t get as much experience as you would working for a VAR. I also know someone who went from being totally broke to becoming a senior network engineer with a 6-figure salary within 24 months. That guy went on to become a systems engineer for some of the top tech giants of the world.

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