Your responsibilities will vary depending on the industry and job type. For example, help desk support at a wireless phone company assists smartphone holders when they have problems with their devices. Someone who works for help desk support may be responsible for training employees and troubleshooting computer, network and security issues as well. While experiences may vary depending on a person’s background, general skills that the resume should reflect include soft skills like customer service skills, critical thinking, problem-solving skills, communication. It is also useful to demonstrate some type of experience working with software and hardware and this can be done by listing out various systems and programs you’re familiar with as well as certifications you’ve obtained. Your education, certifications and experience help you optimize your resume for help desk positions.

While these methods are still common, companies have adopted other technologies to offer better customer service. Some help desk technicians specialize in support services via email or online message. These professionals may even use social media to help users https://remotemode.net/ quickly troubleshoot issues via familiar platforms. LinkedIn Learning is another great platform for job seekers wishing to venture into the field of technical support and customer service or anybody seeking to strengthen their overall technical skills.

University of Georgia

It will also enable you to hone your help desk abilities in order to better support end consumers. 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. Mike has been involved in the computer and network repair industry since 1987 as a technician, instructor, author, consultant, and speaker. 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.

Also the landscape of IT is changing rapidly and moving towards automation, making the skills to solve problems through automated solutions very crucial for anybody in IT. Whether one is completely new or has had some exposure to IT, this program is highly recommended to get started in the field of technology. It also serves as an excellent option for those in need of retraining.

How to Become a Helpdesk Technician?

This customer service training course teaches proven techniques that both resolve issues and increase customer satisfaction. This IT support training is geared towards beginners, so no prior experience is required. It is suitable for fresh graduates entering IT support career or current IT help desk technicians looking to expand their knowledge. 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). However, it is helpful if students are familiar with basic IT concepts, like operating systems, files and processes, networking and data management.

• Being willing to learn is one of the most critical qualities of an exceptional help desk technician.
• As you gain additional experience, you’ll be eligible to take on more responsibility.
• Level or Tier 2 – Requires having customer service experience and knowledge of networking, security, servers, PowerShell and routers.

Help desk analysts, who may also be called computer or technical support specialists, provide technology help in person, over the telephone and via email. Keep reading to examine the pros and cons and decide if a help desk analyst career is a good fit for you. An IT help desk is a demanding job with two layers of necessary skills. You must first have a solid understanding of computer hardware repair and a deep knowledge of common operating systems, including troubleshooting software errors. Secondly, you must be able to help customers who likely have little IT experience and are having a stressful and confusing problem without actually being able to see or physically interact with their machine. Not all IT repair specialists have people skills, and not everyone with customer-service-oriented personalities is compatible with IT repair. To be successful in this venture, you need to have both of those skill sets.

Help Desk Technician Job Description

While technicians will mostly be responsible for hardware and some software repair support, analysts will often need to be able to establish help desk engineer and troubleshoot entire networks and servers as well. So, learners can now earn up to 12 college credits for completing the program.

• This way, when you decide to specialize in one area, you’ll know for sure which one you like the most.
• Your responsibilities will vary depending on the industry and job type.
• 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.
• This course is formatted into a two-hour instructional video followed by a final exam.
• So if you’re already there, just make sure your name is “in” so it can be considered for upcoming openings.
• Fortunately, there’s training that can teach your team how to use a help desk to optimize their workflow.

Users will be trained on the fundamental systems and computer operations by the help desk personnel. 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. Because technicians are continuously inundated with inquiries and concerns, it may be a stressful workplace.

Career Prospects and Salary

As businesses grow, their need for competent help desk support will grow. While in recent years some traditional help desk tasks have been outsourced, there will always be a desire for onsite support within every large company. 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.

• Desktop Service works in tandem with IT Service, as one needs the other to perform at its best quality.
• This is a free beginner level course that introduces learners to the role of an IT Support agent, including core priorities and key responsibilities.
• Moreover, analytical technicians can understand systems and structures–the core of the help desk.
• The job can be stressful because they have to deal with irate customers who are experiencing technical problems.
• Consent to the collection and processing of data by Spherion for the purpose of job notifications.

Level or Tier 2 – Requires having customer service experience and knowledge of networking, security, servers, PowerShell and routers. A Chicago law firm advertised for a help desk analyst with a bachelor’s degree in business or computer science, as well as 3 years of experience in user support. The position required experience troubleshooting mobile devices, Microsoft Office products and legal applications.

Consider yourself a detective who must gather the necessary facts in order to correctly examine any given technical issue. Also, keep in mind that analytical thinking is a transferrable talent that can help you thrive in various professions.

This not only builds empathy, but also helps you gather more information while asking fewer questions. Empathy is hands down more important than technical help desk skills. Empathetic help desk technicians can better connect with their end users and make them feel understood.