Help Desk Technician Job Description

It may also discuss the major industries that employed the occupation. This tab may also describe opportunities for part-time work, the amount and type of travel required, any safety equipment that is used, and the risk of injury that workers may face. This table shows a list of occupations with job duties that are similar to those of computer support specialists. Explore resources for employment and wages by state and area for computer support specialists.

• Large software companies that provide support to business users who buy their products or services may require applicants to have a bachelor’s degree.
• More than anyone else, a help desk technician has the power to give employees across all departments a positive view of IT since they are usually the first IT pro that an employee encounters.
• Virtual Lab provides hands-on, real-world practice using your newly gained skills on projects defined by industry experts, adding practical experience to your resume.
• This means customers are given automated ticketing to ensure their query is directed to the right help desk support engineer.

Like the ITIL Foundation program, this course also offers live classroom training that can be attended in person or online. They are six-hour sessions taught by experts in the customer service field. In this post, we’ll list https://remotemode.net/ some basic skills every rep should have and share the best help desk certifications available for your customer service team in 2022. If you know tech and enjoy helping people, a help desk support position is for you.

The 7 Best Help Desk Certifications In 2022

They communicate with customers to diagnose computer issues and assist with the setup, installation, and use of new software or hardware. Analysts typically work at remote locations, but they may travel to help clients or customers onsite. Many are scheduled during weekends and nights in order to provide how to become a help desk engineer around-the-clock assistance. Help desk technicians usually work full time, with many having schedules during normal business hours. Professionals at companies that provide 24/7 IT support may work nights, weekends or holidays, making the career an attractive option if you want an alternative schedule.

• The wage at which half of the workers in the occupation earned more than that amount and half earned less.
• Help desk personnel regularly work with other IT experts to resolve end-user concerns.
• CompTIA is an online training provider offering an array of career-building training programs.
• Consider yourself a detective who must gather the necessary facts in order to correctly examine any given technical issue.

A help desk support professional is often the first point of contact for people who need help using their electronics or network. Some of your responsibilities relate to customer service while others have to do with technical fixes. Learn to troubleshoot problems with hardware and software, including desktop applications, web sites, and mobile apps. Repair computers, install software applications, and resolve user questions. 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.

Typical Duties Of A Help Desk Technician

Even though most Help Desk Engineers have a college degree, it’s possible to become one with only a high school degree or GED. Work experience that is commonly considered necessary by employers, or is a commonly accepted substitute for more formal types of training or education. Typical level of education that most workers need to enter this occupation.

Computer support specialists assist computer users and organizations. These specialists either maintain computer networks or provide technical help directly to computer users. 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. This course focuses on troubleshooting network issues affecting customer service tools like poor connections and network security.

Help Desk Analyst Frequently Asked Questions Faqs

This course will prepare you to become a Certified Support Performance Tier-1 Support Specialist (SPC-T1SS). So, learners can now earn up to 12 college credits for completing the program.

Your business is growing, your product is changing, and customers are contacting your customer service team more frequently as your business scales. The two main takeaways that I hope every entry level person reading this post walks away with are have a plan build a network of people.

It Help Desk Technician Job Description Template

A help desk rep has a big responsibility to handle from an internal and external perspective, and guaranteeing that you’ll do your best is a vital skill to possess for it. The help desk is a customer-facing role, so how you conduct yourself interpersonally is a huge factor in your success. You need to make your interactions positive, value-adding, and thought out, both in terms of how you solve problems and how you address the client before you. I have been in help desk for almost 2 years, I am currently still there and managing a few systems.

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. Having both of these will enable you to finish your calls faster and help more customers.

Why It Is Useful To Seek The Help Of Field Engineer

A help desk analyst is an IT user support professional who helps users resolve issues with computer hardware or software. Often working remotely, they will respond to user inquiries about hardware or software issues, assess the situation and help resolve the issue. Many times, help desk analysts will use screen sharing software or remote access software to work through the user’s problem in real time. The program content is very impressive with focus on applied learning and has been structured to address real world requirements.

Take the advice they offer here, network, volunteer, create a network for testing at home, and don’t give up. I left policing for this 2 years ago and it has been the best career decision I’ve ever made. Networks are very complex, often involving several technologies and having a ton of devices connected to them.

Pursue Postsecondary Education

Help desk personnel communicate with their peers even during routine tasks like shift changeover. Collaboration enables them to deliver value and should not be overlooked.

Help desk engineers need to be extremely knowledgeable about the products and services they support. This means they must stay up-to-date on new features and software releases so they can provide accurate answers to customer questions. Technicians can be more of entry-level IT help desk jobs, and will generally receive lower pay and fewer benefits than an analyst.

Most Common Employers For Help Desk Engineer

Discuss job opportunities, and work to understand customer satisfaction and best practices for telephone communication skills. As more companies are going fully remote, the need for IT use support will only grow. In fact, many employees say the biggest challenges of working remote is setting up or troubleshooting software issues without an on-site IT support professional.