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

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

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

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. 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.

become a help desk engineer

The service desk staff typically handles the technical issues that are reported by the employees of a company. A service desk engineer may handle a company’s password authorization controls.

Help Desk Support Skills

They must also be customer-oriented and patient to deal with difficult customers. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. With the recent advent of sophisticated online simulations, and PC hardware packages which can be mailed to remote students, help desk technician training works well in a distance learning format. BMC Helix provides a range of tools relevant to the service desk, including incident and problem management, proactive service resolution, knowledge management, smart reporting, digital workplace, and service request management. Applies these standards to resolve or escalate issues and gives technical briefings to staff members. No matter your title, if you’re working in a service desk or help desk environment, you’re serving as the first, perhaps only, point of contact between an end user and your company.

  • There are several trainings and certification courses available online that train candidates for these IT Support and customer service positions.
  • When you are actively listening, you should be able to repeat back what was just said.
  • Mike Meyers, the Industry’s leading authority on CompTIA Certifications has created a series of 2 courses on Udemy to help learners pass the CompTIA A+ Certification.
  • Help desk technicians are the technical backbone of any customer service team, and hiring a skilled, experienced, and multi-faceted individual is paramount if you’re going to provide the best support to your customers.
  • Do your friends turn to you when they have issues getting their laptops, gaming systems and phones to work?
  • The better the mood of the group, the more likely it will be that the team enjoys and likes their job.

These resources include both free and paid ones created by top professionals, schools and companies. You can learn to successfully protect a computer network and gain useful skills in risk management, cybersecurity, and cryptography with Alison’s free online Network and Security courses. They have computer networking classes that teach about LANs and WANs as well as introduce the network architecture and protocols used in security. You can also take courses to understand the basic structure of both wired and wireless networks and their protocols.

Maintaining computer systems

They are responsible for handling customer inquiries and complaints, as well as providing technical support for the company’s products or services. It is a good idea to reach out to technicians within the company to see if they are willing to pass on their knowledge.

Which is the easiest IT course?

  • Software Developer. Become a security expert. Cybersecurity training from CBT Nuggets.
  • IT Architect.
  • Data Scientist.
  • Computer User Support Speciaist.
  • Cyber Security Analyst.

We are looking for a Help Desk Technician to join our Network Services Team. The primary purpose of this role is to handle entry-level incoming help desk trouble tickets and assist with requests from all end-users, either via the help desk software, phone, or email. This role will be responsible for supporting copiers, desktops, laptops, printers and more. We have a job opening for a full-time Help Desk Technician in our IT Department. This position is an opportunity to join a high-performing team and to grow along with the business.

Western Governors University

This type of attitude and teamwork helps maintain a healthy work environment and build a strong cohesive team. Finally, you may choose to advance your career by moving into a related field such as project management or IT management.

Help desk technicians who pay sharp attention to detail also tend to work well with second- and third-level teams and set a good value perception for end users. If you like to solve technical issues and work with people, then help desk technician may be a good next step for you. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

Alternative Career Paths

Some help desk technicians specialize in support services via email or online message. These professionals how to become a help desk engineer may even use social media to help users quickly troubleshoot issues via familiar platforms.

  • This could involve becoming an expert in a particular type of software or hardware, or in a specific area of customer service.
  • Knowing this provides the help desk professional with an idea of how serious the end user’s situation is.
  • These professionals use their customer service skills to help users troubleshoot issues regarding their hardware and software programs.
  • Analysts typically work at remote locations, but they may travel to help clients or customers onsite.
  • As you gain additional experience, you’ll be eligible to take on more responsibility.
  • They must record incidents correctly and categorize and prioritize them as per their team procedures.

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 technicians are the technical backbone of any customer service team, and hiring a skilled, experienced, and multi-faceted individual is paramount if you’re going to provide the best support to your customers. Help desk support professionals often serve as part of the IT department. In a large organization, you might work under an IT manager or director. In a smaller organization, you may have additional responsibilities and report directly to the chief information officer or chief technology officer. Many companies require new technical staff to begin at the service desk before moving into other technical areas of a company. This provides an overview of how the organization works and what the customer expects from the technical department that can only be learned with hands-on experience.

Help Desk Technician Duties & Responsibilities 7

This will require additional education and training, but it can lead to a more rewarding and challenging career. Learn about the job description and duties and read the step-by-step process to start a career as a help desk analyst. These qualities not only supercharge your effectiveness as a help desk technician and enable you to deliver incredible value to your end users, but they also put you on track for a promotion and maximize your help desk skills. https://remotemode.net/ Another quality every help desk technician should possess is the ability to pay attention to detail. This goes hand in hand with analytical thinking and involves listening to your end user intently to find clues as to why they are having a technical problem, then homing in on and exploring the details that stand out to you. To succeed in their role, a help desk technician must be able to work with others toward shared goals, even if they work remotely.

become a help desk engineer

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. They are always interested in reading about, learning and trying out new technology. This curiosity and fire in your belly to absorb as much information as possible is a hallmark trait of people who like working in technology fields. The technology you know and are interested in doesn’t just come in handy in your current job. If you are considering applying for an IT help desk job, you should have the mindset that you want to learn new things and are willing to tackle anything technology related.

Essential Skills

Also, with these challenges come great rewards—working with IT support means that when something goes wrong for an employee at work , your solution will make them happier than when they started out. See our list of top free online Apple computer courses and Apple tutorials. Reimagine your post-high school educational experience with CompTIA Tech Career Academy, an affordable, fast alternative to traditional college. Despite its drawbacks, serving at the help desk can be incredibly rewarding if the right qualities and skills are developed.

How many months does a computer course take?

The most common type of online course is Internet Training, which can range from a few weeks up to 6 months, depending on the type of course. You will be required to take a test at the end of the course, in order to demonstrate your abilities, which is usually taken online.

It is never a good idea to be condescending or patronizing to a customer or a co-worker and doing so could be a sign that you are not happy and not cut out for this line of work. The friendlier and more respectful you are, the better the relationships you establish will be. If you are able to be kind to irate customers and help turn them into happy and satisfied customers by the end of your call, you should find that you can be very successful in an IT help desk.

By | 2022-08-12T13:53:42+00:00 Februar 4th, 2020|Education|0 Comments

About the Author: