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What is IT Help Desk, Job Description, Certifications and Salary?

The ideal candidate will have excellent customer service skills, strong technical skills, and experience working in a fast-paced environment. He or she will be able to quickly and effectively troubleshoot technical problems and provide support to users in a friendly and professional manner. These include interpersonal and problem-solving skills and knowledge of Windows operating systems and word processing software, computer hardware, and help desk engineer networking. In 2018, computer support specialists in general made a median annual salary of $53,470 per year, according to U.S. 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.

how to become a help desk engineer

I would love to get a opportunity to learn more but the card have not been dealt that way. 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. Support technicians rely on advanced software in order to offer more efficient customer service. IT helps desks also require technicians to have a number of skills. Excellent verbal communication skills are also important, as well as analytical thinking skills.

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When they eventually reach you, it’s understandable that they’ll be irritated. You must be patient in order to calm them down and win their trust and confidence.

how to become a help desk engineer

Using our career map, a help desk engineer can determine their career goals through the career progression. For example, they could start out with a role such as systems administrator, progress to a title such as information technology manager and then eventually end up with the title information technology director. There are certain skills that many help desk engineers have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed customer-service skills, listening skills and speaking skills. Whether one is completely new or has had some exposure to IT, this program is highly recommended to get started in the field of technology. It also serves as an excellent option for those in need of retraining.

When Should You Call a Help Desk Technician?

Mouse over a state to see the number of active help desk engineer jobs in each state. The darker areas on the map show where help desk engineers earn the highest salaries across all 50 states. The course is instructed by Tareq who is an IT Professional with over 12 years of experience. He is very knowledgeable in his field and brings his knowledge and experience to this course. ComputerCavalry LLC is a provider of computer classes ranging from basic computer skills to advanced IT courses.

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Understanding and proactive maintenance of daily system performance, the ability to diagnose client problems, and natural follow-up and follow-through abilities are all key components of the help desk support position. Because technicians are continuously inundated with inquiries and concerns, it may be a stressful workplace. Despite the disadvantages, working at the help desk may be quite rewarding if the proper characteristics and abilities are acquired. A college degree is not typically required for entry-level help desk positions, however it may help you get the interview and job faster — and at a higher pay grade — than candidates with no degree. If you want a college education, but not the time and expense of a 2- or 4-year degree program, consider a specialized certificate in PC repair or IT/help desk support. They should be able to understand users’ questions, provide technical support, and assist all staff remotely on technology problems. Owing to the nature of this occupation, aspirants for these jobs must have excellent communication skills and technical knowledge about various technologies and solutions.

Kansas State University

They should have extensive technical knowledge of various technologies and products, including local area network /wide area network technologies. Top 5 computer systems analyst interview questions with detailed tips for both hiring managers and candidates. To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills. Organizations are constantly implementing, updating and upgrading their technology.

What does an IT Help Desk Technician do?

IT Help Desk Technicians assist customers with computer systems, hardware, and software. They are often the first point of contact for users when something goes wrong or needs fixing on their machine.

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. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. Applying for a job as a help desk support technician is easy with Spherion. You can search for help desk support jobs on Spherion.com by job title and location. If you don’t see the perfect role, you can submit an open application.

What Skills are Required to Work with Help Desk System?

You see, it is safe to say that if someone made it all the way from zero to an entry-level IT job, he or she probably has a Net+, CCNA or even a college degree. So, unless God himself gifted them with unlimited talent and brainpower, they’re likely to be self-disciplined and motivated.

  • So, learners can now earn up to 12 college credits for completing the program.
  • An IT Help Desk Technician is responsible for providing technical support and assistance.
  • 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.
  • However, some people stay stuck in entry-level roles for what seems like a lifetime and others go on to become systems engineers at top tech companies in just a few years.
  • IT Help Desk technicians play a pivotal role in running any company.
  • While high-level customer support is the goal, help desk personnel must also be extremely well versed in software and hardware knowledge in order to properly with issues that arise.