What You Need To Know To Become A Help Desk Specialist

Feb 12, 2020 0 Comments in Education by

Technical Support Jobs include roles as Maintenance Engineers, Help Desk Operators or Applications Support Specialists. There are several trainings and certification courses available online that train candidates for these IT Support and customer service positions. These courses provide a solid base and a marketable skill set that learners can use to apply for IT help desk jobs with top employers. Lately, there has been a great interest and demand for these courses.

  • Most likely, you are the first-level contact for customers – often through a customer service help line – and you’ll give them step-by-step instructions to help solve their problems using various diagnostic tests.
  • In this article, we’ll explore these five central questions surrounding the work of a help desk technician.
  • You can also take courses to understand the basic structure of both wired and wireless networks and their protocols.
  • 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.
  • Watch this free, on-demand webinar featuring a panel discussion on cloud careers, including insights from the ACG challenge that helped dozens get their first cloud job.

The wage at which half of the workers in the occupation earned more than that amount and half earned less. Median wage data are from the BLS Occupational Employment and Wage Statistics survey. Information Security Analysts Information security analysts plan and carry out security measures to protect an organization’s computer networks and systems. Occupational employment projections are developed for all states by Labor Market Information or individual state Employment Projections offices.

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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. You must have business awareness to be a good help desk technician. This entails asking an end-user where they are phoning from and what their job is inside the organization https://remotemode.net/ right away. Knowing this provides the help desk professional with an idea of how serious the end user’s situation is. The finest customer service representative always prioritizes end users. This entails making your present end user’s problem appear to be your top concern, even if you do not consider it to be a critical issue.

Provide technical assistance and support to computer system users. 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.

It Help Desk Technician Job Description Template

Successful candidates are self-motivated, possess a sense of urgency and demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with IT managed services and ConnectWise is preferred. The Certified Service Representative certification is a common and useful certificate for a help desk specialist. A few days ago, he helped a client by walking them through a sticky problem with their Office 365 software. In the end, the client was so pleased that he made a point of giving Bryan high praise in our call follow up email survey. You’re in charge of your college education—but you’re never alone. If you’re excited to be part of a winning team, XYZ Inc. is a perfect place to get ahead.

Help desk technicians are the first point of contact for clients calling their IT support company asking for help, reporting an issue, or looking for answers and information. Tier 1 technicians answer the simpler questions and perform the more mundane IT tasks such as password resets. From the Tier 1 technicians, IT issues, and more challenging questions get escalated up through Tier 2 and Tier 3 IT support. Generally, Tier 3 is reserved for the most highly trained or experienced IT support professional in the company. The median salary for computer support specialists, the Bureau of Labor Statistics says, is around $52,000.

  • You’ll also discuss ethics in the workplace and best team building practices.
  • Top 5 help desk technician interview questions with detailed tips for both hiring managers and candidates.
  • The Work Environment tab includes the number of jobs held in the occupation and describes the workplace, the level of physical activity expected, and typical hours worked.
  • Explore resources for employment and wages by state and area for computer support specialists.
  • Answer queries about hardware, software, and applications either in person or over the phone.

During this process, they need to keep their clients abreast of the progress. They should have extensive technical knowledge of various technologies and products, including local area network /wide area network technologies. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. Daniel Greenspan is an IT education specialist and the founder of ITCareerFinder. Working closely with IT professionals, world-class trainers and tech executives since 2005 has given him a unique perspective into the information technology job market and the skills and credentials IT pros need to succeed.

Help Desk Support Skills

Domain Issues – Here you will learn about how to create a user and OU in Domain, issues with joining domains Bitlocker & how to suspend and get the Bitlocker Code, resetting password and other domain related issues. ComputerCavalry LLC is a provider of computer classes ranging from basic computer How to become a Help Desk Engineer skills to advanced IT courses. The videos lectures are very engaging, entertaining and very well laid out. The fun style of teaching makes the concepts easy to grasp and retain. The BLS also found that the demand for IT user support roles is projected to grow by 12% over the next five years.

They interact with customers by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly again. A Help desk technician provides technical support and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software. A help desk technician responds to customer queries to provide technical assistance. 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 . People who choose this profession typically have a love for solving technical problems and helping others.

How to become a Help Desk Engineer

They should be knowledgeable about networking and WAN technology. If they have certifications from CompTIA in A+ or Network+, it would be beneficial. They must have had hardware troubleshooting experience and be conversant with networking protocols and ITIL. 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 and overcome those challenges then becomes crucial.

Which It Degree Is Right For Me?

In this course, you learn all technical skills required to perform helpdesk job. You will also learn skills like software deployment, Computer Deployments and work on well-known applications to troubleshoot problems. This IT help desk certification course helps learners to build an IT career path from a solid ground by teaching them the foundational skills needed to lead a successful career in IT. Paul is an IT Professional with over 11 years of experience currently working with various Federal Agencies in the United States as a Network Administrator. Omar is a Computer Science graduate with several certificates from Cisco (CCNA, CCNA-Voice, CCNA-Wireless, CCNP) & Microsoft (MCSA & MCP).

This course covers the fundamental IT help desk responsibilities, including software installation, networking, and troubleshooting and important soft skills, including customer service skills relevant to the help desk professional. The Google IT Support Professional Certificate program recently secured a credit recommendation from the American Council on Education ACE CREDIT®, which is the industry standard for translating workplace learning to college credit. So, learners can now earn up to 12 college credits for completing the program. This opens up additional pathways to help learners get the degree they need to move beyond the entry-level job and advance their IT career into more senior, higher-paying positions.

Common Questions About Career Advices For A Help Desk Analyst

Our experts have created this list of best IT Support, Customer Service and Help Desk courses, certifications, trainings and classes that are available online. 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. If there is anything being said here it should be that anyone can pursue IT-related careers, even if they majored in something completely unrelated — especially art-related backgrounds.

This position handles PC hardware/Printers/software builds, upgrades and issues. Also is responsible for day to day administrative functions of local computer systems including printers, copiers and devices. Also responsible for coordinating the escalation and resolution of problems with other Information Technology staff members. 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. The required skills and education you’ll need to become a help desk analyst vary widely depending on the type of position you’re seeking. The majority of help desk analyst jobs require some postsecondary education in a computer-related field, although a degree isn’t always necessary. The BLS reports that, in addition to meeting basic qualification requirements, help desk analysts may need to successfully complete on-the-job training that lasts 3 months or more.

Take one or two soft skills courses every year, as well as any technical courses related to your work function, to improve your skill level and confidence. It entails making the most of your time in order to provide the greatest value to your end consumers. The more efficiently you cooperate with individuals who can assist you in completing your responsibilities, the more you will be able to achieve. Let us understand the help desk skills required for a support agent to provide seamless customer support. Get real job descriptions, career prospects and salary info to see if becoming a help desk analyst is right for you.

How to become a Help Desk Engineer

This IT Certificate program also aligns with the objectives covered by the newly updated CompTIA A+ certification. Move up in IT Career with one of these top +free IT, Technical Support, Help Desk & Customer Service courses, certifications, trainings and classes available online. Learn about programs in science, technology and society, which focus on how scientific and technological advancements affect… The median annual salary for help desk technicians in $56,000, according to the latest figures from the US Bureau of Labor Statistics. Work experience that is commonly considered necessary by employers, or is a commonly accepted substitute for more formal types of training or education. The Similar Occupations tab describes occupations that share similar duties, skills, interests, education, or training with the occupation covered in the profile.

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This tab can include information on education, training, work experience, licensing and certification, and important qualities that are required or helpful for entering or working in the occupation. The Work Environment tab includes the number of jobs held in the occupation and describes the workplace, the level of physical activity expected, and typical hours worked. 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.

Armed Forces, many branches of the Department of Justice, hundreds of corporate clients and academic students at every level. However, it is helpful if students are familiar with basic IT concepts, like operating systems, files and processes, networking and data management. We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An IT Help Desk Technician is a professional who provides technical support and assistance to customers, whether on the phone or in person. Their primary intention is to ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with. Engineers handle several scheduled tasks for clients with the intent to see to it that their systems are functioning uninterruptedly.

You’ll graduate with the expertise and knowledge needed to launch your career. Computer support specialists enjoy the variety of work they encounter each day. Many specialists feel good about being able to help computer users solve problems. Technicians know that their role is vital to the operations for the companies where they work.

The U.S. Bureau of Labor Statistics projects that the number of jobs for computer support specialists should increase by 17% between 2012 and 2022, which is faster than average compared to growth rates for other occupations. The median annual wage for computer support specialists was $48,000 as of May 2014. Alternately, many larger electronics stores have an in-house repair team who will take anyone with IT repair knowledge and train them in customer service. You will receive on-the-job training and gain experience in common issues, complaints and misunderstandings. With at least one year of experience in this kind of position, you will likely be able to honestly claim to have both of the required attributes necessary for an IT help desk position. Earning these certifications expands your career options, as they prove you have the help desk technician skills that employers want. For some companies, certifications are a help desk technician education requirement that you need to have completed prior to accepting a position.

Online Help Desk Analyst Training

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. 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. Research and compare the top-rated help desk technician training programs online and in your area.

Computers and computer systems have never been more integral and vital to companies than today. Almost everyone uses them, but few know how to fix computer issues that crop up, or install new hardware and software when needed.