How to become a help desk support professional

Many IT professionals who are looking to begin their career start out in a help desk technician role. This is because it has lower experience and education requirements, making the barrier to enter this field more manageable. From 2014 to 2024, the how to become a help desk engineer BLS projects an increase of 12% for computer support specialists, with 88,000 net new jobs expected during that 10-year period. While a formal education may help you get the job, a college degree is not necessary to become a help desk technician.

Employment of help desk technicians and computer support specialists is expected to increase by 9% from 2020 to 2030, just about inline with the 8% average for all occupations. Demand for help desk technicians will rise as organizations continue to implement the latest and greatest computer systems to reduce long-term costs and foster a competitive advantage. A help desk analyst is a customer service agent, helping customers with technical IT problems they can not resolve on their own. They support clients over the phone, via email, live chat, or remote-controlled screen sharing.

The Top 14 Free Help Desk Software and Ticketing Systems in 2023

A help desk technician might also manage hardware and software for an organization, including tasks like installation, training end users, and keeping everything up to date. Even if you aren’t using HubSpot’s tools, you can complete their academy lessons for general customer service skills. For example, the “Customer Success and Account Health Checks” training teaches participants how to use help desk tools to monitor and manage customer relations. The skills taught in these lessons apply to any customer service team using help desk software. You took the initiative and installed a help desk software for your customer service team, but like any new business tool, employees need to learn basic help desk skills before they put it into practice.

We share everything you’ll need know about becoming and being a help desk technician. SNHU provides affordable online technology degrees that are respected by employers and universities nationwide. If you like to solve https://remotemode.net/become-a-security-specialist/certified-ethical-hacker/ technical issues and work with people, then help desk technician may be a good next step for you. CompTIA Tech Career Academy is a 501(c)(3) subsidiary of Creating IT Futures Foundation, Inc., dba  ComptTIA Spark.

Responsibilities

Multitasking is prioritizing your obligations and remaining focused on the job at hand without becoming sidetracked. Furthermore, having confidence in both technical and non-technical abilities can improve your capacity to operate successfully under pressure. 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. Anyone with basic computer knowledge, an interest in technology, and the desire to succeed will do well in a help desk professional training program.

When people have issues related to electronics, networks, or software, they turn to Help desk support professionals. These tech-savvy specialists work in a variety of industries and have strong career prospects. Learn more about the salary, responsibilities, strengths and work environment of a Help Desk Support specialist. Help desk technicians are vital in keeping the wheel moving by providing support either remotely or in-person. Common tasks this role works on include sorting and following up with support tickets, diagnosing problems, and guiding customers and clients in the right direction.

How does a help desk support professional’s salary grow?

Take advantage of job acquisition services, such as Resume Creator and Online Reputation Builder to accelerate your search for your dream job. An Interview Coach prepares you for that crucial interaction with targeted employers—your booster rocket above the competition. The median annual salary for help desk technicians in $56,000, according to the latest figures from the US Bureau of Labor Statistics. Help desk technicians are vital to the IT workforce, as they keep the technologies that organizations rely on to do business up-to-date and running smoothly. Before considering pursuing a help desk position, however, it’s reasonable to find out something about your potential income so you can make sure a job in this field will support you.

• While high-level customer support is the goal, help desk personnel must also be extremely well versed in software and hardware knowledge in order to properly with issues that arise.
• 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.
• Help desk engineers make the most in New Jersey with an average salary of $70,311.
• This entails asking an end-user where they are phoning from and what their job is inside the organization right away.
• You will receive on-the-job training and gain experience in common issues, complaints and misunderstandings.
• Users will be trained on the fundamental systems and computer operations by the help desk personnel.

Each company will have their own criteria for vetting candidates as well as their own set of questions. However, you can usually expect them to about any previous training, experiences with customers, and experiences with technology. There may be tech-specific questions or tests that will gauge your knowledge on hardware, software, and coding basics. Training can be completed in as little as a few months and it involves gaining a thorough understanding of computer hardware and software. Additionally, these roles also benefit from courses and experiences that work on building strong communication skills. Other technicians will remain at the help desk and leverage their experience to become a help desk technician manager.

How do Help Desk Engineers Rate Their Jobs?

In other words, you’ll be helping an organization’s customers with their technical issues. Gladly is a customer service platform for digitally-focused B2C companies who want to maximize the lifetime value of their customers. Like the ITIL Foundation program, this course also offers live classroom training that can be attended in person or online. They are six-hour sessions taught by experts in the customer service field. While you may not be the first employee in the operation to greet customers, you are a reflection of them in terms of your attitude when they do get to you.