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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. Help desk support professionals are the go-to individuals for the computer system, hardware, and software technical help and support.
- Responding to queries on the phone, via email, in person, or through remote access.
- You can have access to very knowledgeable people who can advise you, increase your chances of landing a higher-paying position, and confidently ask for help anytime you need it.
- Using the templates, you can rest assured that the structure and format of your Help Desk Specialist resume is top notch.
- As for specific industries to focus on, health care has an accelerated need for IT support and help desk specialists.
Let us understand the help desk skills required for a support agent to provide seamless customer support. Understand the software and tools needed to stay current in the industry. You’ll cover the technologies most often used at support centers and an overview of network administration. Learn about human resource-related issues in the customer support world. Learn how to act assertively when dealing with customers while retaining a professional demeanor. You’ll also discuss ethics in the workplace and best team building practices. According to the US Bureau of Labor Statistics , IT user support specialists, also known as help desk analysts, make a median annual wage of $50,000.
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Like all roles, additional experience and skills can increase earnings. For example, getting CompTIA certifications, gaining cyber security skills and credentials, or being well versed in mobile device management can all work towards boosting salary. Help desk technicians are exposed to new IT principles and technology on the job, which then allows them to explore various niches and diversify their interests into other types of IT careers and roles. Many IT professionals who are looking to begin their career start out in a help desk technician role.
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.
I have watched people who started with me move up ever fast as I stay in the same spot and the truth is its discouraging that you work so hard but are unable to get noticed. Networks are very complex, often involving several technologies and having a ton of devices connected to them. Since traditional IT education focuses on just one area at a time, companies are having to hire someone to manage each area. This is hands-down the very best thing a person looking to break into IT — or in the early years of their career — can do.
What kind of person are you?
Help desk support specialists are needed across all industries and can create a niche skillset by learning and specializing more in certain types of technology, systems, or hardware. Studying at MTI gives you valuable hands-on experience and a working knowledge of most types of computer hardware and many applications. MTI trains you to service and maintain computer systems and networks for small businesses to large corporations. Once you receive your MTI diploma and earn CompTIA A+ certification, you will help desk engineer be qualified for an entry-level position as a technical or help desk support specialist. 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. Community colleges also provide a great way for people to get the necessary training required in order to start working as help desk technicians at entry-level salaries.
IS IT help desk a good job?
Whether it is direct experience in problem solving with customers, the flexibility to work these jobs while getting an education or just getting a foot in the door at a company that interests you, help desk jobs are a great way to set a solid foundation for your burgeoning IT career.
You can also take courses to understand the basic structure of both wired and wireless networks and their protocols. There also have Microsoft Digital Literacy courses that can teach you the risks and threats to computer security and privacy, and more. Anyone interested in learning and becoming a system admin can check out what’s in store here.
Help Desk Specialist Education
Remote help desk technicians often use specialized help desk support software to take control of end-users’ computers to troubleshoot, diagnose and resolve complex issues. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. This course will give the student the opportunity to apply the concepts and skills acquired in the Information Systems Program in an on the job experience at a designated business. The student will be required to attend a specific number of classes during the semester to incorporate system analysis concepts as well as communication techniques.
Help desk technicians need a deep understanding of computer hardware and software. Strong communication skills are also essential, as help desk specialists must effectively communicate solutions to both technical and non-technical individuals. The IT help desk career path is ideal for methodical problem-solvers with an aptitude for learning and quickly adapting new skills.
Working as help desk support
Basically, everyone in IT goes through the helpdesk or a similar entry-level position. 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. This piece of ad content was created by Rasmussen University to support its educational programs. Rasmussen University may not prepare students for all positions featured within this content. Rasmussen University is accredited by the Higher Learning Commission, an institutional accreditation agency recognized by the U.S.
- A help desk technician must have both hard and soft skills because the position requires a strong technical understanding as well as the ability to communicate clearly with others.
- For many people, Technical support and help desk positions are the traditional points of entry into IT.
- This may seem like a triviality, but having the privilege to rely on a supportive community can make a gigantic difference in your career.
- Using our career map, a help desk specialist can determine their career goals through the career progression.