Help Desk Technician Career Path Training, Jobs, Pay & Certification

The median annual salary for help desk technicians in $56,000, according to the latest figures from the US Bureau of Labor Statistics. The CertiProf® Help Desk Professional Certificate – HDPC™ is a micro-credential that stands out for organizations and individuals as part of adopting good practices in the IT support industry.

What Is a Help Desk Technician?

A help desk technician is an IT support specialist who helps customers or users troubleshoot software and hardware problems. As a help desk technician, your responsibilities and duties include receiving technical support tickets, phone calls, or emails, contacting the user or customer, listening to their issue, diagnosing the problem, and walking them through the solution. You must be patient with often upset customers and explain how to resolve their computer issues in a step-by-step manner that is understandable to a layperson.

This often includes answering questions about company products and using remote access tools to fix computer problems for customer employees. An IT Help Desk Technician is responsible for providing technical support and assistance.

How To Avoid Getting Stuck At The Helpdesk Or In Any Entry Level Role

The team at Workable provides a generic help desk technician job description, which should help you understand the general expectations and minimum requirements. Help desk technician is a job that does not seem to be talked about enough. It is an essential position in any business, and it is not going anywhere anytime soon.

A support help desk is the customer-facing department that handles complaints, offers product support, and fields technical questions for computer networks, software and hardware. They may be responsible for fixing the problem themselves or relaying the solution for the customer to implement. People who work in IT are usually passionate about all things related to information technology. They don’t limit themselves to only learning about the things they need to do their current job.

Expert Tips for Conflict Management for Every Personality Type

He has authored several popular bestselling PC books and videos, and has taught over 2 million people including U.S. senators, U.S. Supreme Court Justices, members of the United Nation, every branch of the U.S. Armed Forces, many branches of the Department of Justice, hundreds of corporate clients and academic students at every level.

  • Demand for help desk technicians will rise as organizations continue to implement the latest and greatest computer systems to reduce long-term costs and foster a competitive advantage.
  • These communication tools can make your job easier and lead to less frustration for customers.
  • However, job growth for help desk technicians will be tempered as cloud computing continues to increase the productivity of technical support solutions, thus requiring less man-hours and personnel to accomplish the same tasks.
  • If you don’t see the perfect role, you can submit an open application.
  • This usually involves lots of listening so the customer can vent their frustrations before you ease into explaining possible solutions.

Improving your help desk to better serve your customers can aid in your business’ growth. With more effective and streamlined interactions, you’ll be able to satisfy customers and potentially build long-lasting relationships from the reliability of your help desk. We hope your team can take these certification recommendations and achieve these possibilities.

What Makes a Great Help Desk Technician? (Questions / Answers)

Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible. – 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.

how to become it help desk

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 help desk engineer and overcome those challenges then becomes crucial. Capella’s competency-based online degree programs provide knowledge, real-world skills and IT certifications that are immediately applicable to your career goals. While a formal education may help you get the job, a college degree is not necessary to become a help desk technician.

Every midsize and larger company — be it hospital or bank or utility or university — operates a help desk. A great “foot in the door” to a career in information technology is a position on the help desk . A strong working knowledge of computer systems, hardware, and software.

  • These top-rated online programs in technical support and related subjects are currently enrolling students.
  • Everyone that has worked in customer service knows that there are always those few customers that call about every little issue and end up wasting the customer service agent’s time.
  • Depending on the organization’s workflow, the help desk support person usually spends some time opening and responding to these tickets.
  • We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems.

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