Help Desk Technician Alternative Careers and Similar Jobs Updated for 2023

You will answer queries on basic technical issues and offer advice to solve them. From 2014 to 2024, the BLS projects an increase of 12% for computer support specialists, with 88,000 net new jobs expected during that 10-year period. The median salary and wage for computer support specialists are $54,760 per year and $26.33 per hour (U.S. Bureau of Labor Statistics (BLS)). 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.

• An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
• Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible.
• Someone with an applicable degree may be eligible to earn a higher salary than someone with no education in the field.
• The training includes interactive labs and reviewable assessments that help users understand universal troubleshooting steps.
• As a student in SCI’s program, you’ll learn what every help desk tech should know.

Help desk support professionals are the go-to individuals for the computer system, hardware, and software technical help and support. They are in charge of responding to inquiries and resolving system and user issues in a fast and professional way. Help desk assistance collaborates with the IT staff and frequently interacts with system and computer users throughout the organization. Users will be trained on the fundamental systems and computer operations by the help desk personnel. 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.

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“It’s more necessary now than before given that I need to have a solid understanding of all the tools that the dev team uses. I’m already brushing up using the Kubernetes Deep Dive course and Chef course.” ACG student Thad McMullen shares how he made the jump from help desk to cloud — and basically doubled his salary. “Budget Friendly All-in-One Suite” – Our business has benefited from 500apps’ ability to keep track of everything that is relevant. From managing customers and leads to keeping track of our customers. All the apps are very handy as we have the best customer success consultants working together with our Sales Director.

• While help desk technicians work on supporting customers across the board, there may be some companies that require different levels of skills or knowledge depending on the systems they work with.
• This not only increases empathy but also allows you to acquire more knowledge while asking fewer questions.
• The skills section on your resume can be almost as important as the experience section, so you want it to be an accurate portrayal of what you can do.
• They provide you with the necessary support you need with all your assets and processes.
• Learn to troubleshoot problems with hardware and software, including desktop applications, web sites, and mobile apps.

These sessions last two days and provide a final exam at the end of the lessons. If there isn’t training nearby, you can self-study for the final exam using the ITIL Foundation book, offered both online and in hard copy. Customers come to the help desk of a business because they aren’t able to find solutions themselves. Oftentimes they’re not tech-savvy and may have already spent a great deal of time trying to find and get help from a representative, so they’re already not in the greatest mood upon first interaction. You have to be patient with customers as they come to keep them calm and solve their pain points.

Interpersonal Skills

Thad is from Miami, where he worked in a help desk role for about two years. This entails asking an end-user where they are phoning from and what their job is inside the organization right away. Knowing this provides the help desk professional with an idea of how serious the end user’s situation is. Tier 2 jobs typically require two to four years of work experience and may require a bachelor’s degree or a two-year degree and additional, equivalent work experience in a help desk setting. The team at Collabera explains that as an IT professional gains experience and expertise, they can expect to see their salaries and benefits improve significantly.

Learn to troubleshoot problems with hardware and software, including desktop applications, web sites, and mobile apps. Repair computers, install software applications, and resolve user questions. 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. In addition to HubSpot’s free help desk, HubSpot Academy offers free, online training that helps you get familiar with its customer service tools.

Your Next Move: Help Desk Technician

That way, participants can take the training home with them and complete it outside of work. To find success in this role, you have to understand and expect to multitask in time-sensitive situations. Not every day will be as smooth as the last, and having that composure to keep working even when it gets tough is invaluable in this role. Boost your career with this course, pass the e-Learning course, and achieve your Help Desk Analyst certificate…

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. Treat each end user’s problem as if it were urgent, and tell callers that their issue is important to you and that you are dedicated to resolving it. Let us understand the help desk skills required for a support agent to provide seamless customer support. The course begins with explaining network concepts and how technology, like wifi, works with your help desk tools.

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There are many routes to becoming a help desk technician, but you don’t need to attend several years of schooling. By submitting this form, I agree that Southern Careers Institute may contact me via email, text message or telephone, including the use of autodialers, regarding its programs and offers. 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.

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 how to become a help desk engineer IT Help Desk Technician job description template is optimized for posting on online job boards or careers pages and easy to customize for your company. We share everything you’ll need know about becoming and being a help desk technician.

For IT help desk jobs, you could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship. 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. The great aspect to starting as a help desk technician are the opportunities to expand into other IT roles. This is a good position to gain experience, network, and develop a professional resume while working. A new graduate could easily jump into this role and use it to work their way into specific IT careers like network administration or security specialization.

Even if you don’t have a formal computer science degree, show that you have relevant experience by sharing your personal interests, extracurricular activities and courses that you have taken. 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. If you’re ready to enter the world of Information Technology (IT), you need job-ready skills. This course enables you to develop the skills to work with computer hardware and operating systems, and is your first step to prepare for all types of tech related careers that require IT Fundamental skills.

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However, if you decide to move forward, becoming a help desk technician is a great place to start a rewarding career in tech. Natasha Chimphondah is an organizational development consultant https://remotemode.net/ at Industrial Psychology Consultants (Pvt) Ltd, a business management and human resources consulting firm. Besides climbing the career ladder, Thad also saw a serious salary increase.