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What Is A Help Desk Technician?

Explore resources for employment and wages by state and area for computer support specialists. Overall employment of computer support specialists is projected to grow 9 percent from 2020 to 2030, about as fast as the average for all occupations.

  • Being able to learn new things quickly, as technology is constantly changing.
  • While not a prerequisite to getting a job, many organizations want certified or trained help desk analysts.
  • With the recent advent of sophisticated online simulations, and PC hardware packages which can be mailed to remote students, help desk technician training works well in a distance learning format.
  • They should be able to understand users’ questions, provide technical support, and assist all staff remotely on technology problems.

Earn CompTIA certifications to confirm your skills and grab employers’ attention. In fact, there are a variety of short-term tech training programs that last less than a year. At Southern Careers Institute, our Computer Support Specialist program can be completed in as little as seven months.

What Jobs Require Comptia A+ Certification?

They coordinate and continually interact with support personnel and vendors that resolve issues related to software, hardware, and network. Many employers require help desk analysts to have one to five years of work experience. Individuals gain experience in an entry-level help desk position, and the U.S. Bureau of Labor Statistics reports that many companies provide on-the-job training for new employees. It is a good idea to reach out to technicians within the company to see if they are willing to pass on their knowledge.

How to become a Help Desk Engineer

This certification will come in handy for a help desk specialist who focuses on troubleshooting or computer issues. This IT help desk technician job description template includes the list of most important IT help desk technician’s duties and responsibilities. Use it to save time, attract qualified candidates and hire best employees. After all, a big part of any IT support business is answering the phones and helping clients with the issues they are facing. Cybersecurity is a top-of-mind concern in every sector and industry. Anyone with basic computer knowledge, an interest in technology, and the desire to succeed will do well in a help desk professional training program. Without the expertise of computer support specialists, many businesses and organizations would have difficulty operating.

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This saves time because there will be less time spent on the phone, and it also saves money because those who are highly skilled may be able to answer most questions without transferring callers to other technicians. The median annual wage for computer network support specialists was $65,450 in May 2020. The median wage is the wage at which half the workers in an occupation earned more than that amount and half earned less. The lowest 10 percent earned less than $40,620, and the highest 10 percent earned more than $110,450. Most help desks typically have a specialized software package that is used for tracking the completion of support requests. Having software to track problems can help managers analyze the types of questions and problems that the end users have, and trends can be analyzed to help with planning and anticipating as well as with training. Net at Work provides expert services and solutions to unleash the power of our customers’ businesses.

An issue tracking system is a computer software package that manages and maintains lists of issues, as needed by an organization. Learn about the job description and duties and read the step-by-step process to start a career as a help desk Technician .

Do Help Desk Analysts Need Certification?

Keep reading to examine the pros and cons and decide if a help desk analyst career is a good fit for you. Help desk analysts, also known as help desk technicians, act as the point of contact between computer users and the information technology department. They communicate with customers to diagnose computer issues and assist with the setup, installation, and use of new software or hardware. Analysts typically work at remote locations, but they may travel to help clients or customers onsite. Many are scheduled during weekends and nights in order to provide around-the-clock 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. Although it could depend on the location of the role, an entry-level IT help desk salary can be above $50,000 per year.

How to become a Help Desk Engineer

CompTIA A+ – This course introduces learners to computer hardware, software and security implementation, maintenance and support. This is the class to begin with, if you have no experience in IT at all. These IT support certification courses are suitable even for learners who do not wish to take the CompTIA certification exam, but just looking to learn about the basics of IT and computers. They can get a robust IT foundational knowledge in a way that’s easy-to-understand.

Customer Service Representatives Customer service representatives interact with customers to handle complaints, process orders, and answer questions. Support workers must be able to understand the problems that their customers are describing and know when to ask questions for clarification. What areas of the country are best for finding an IT job of this nature? I’m interested in pursuing this career field, but keep hitting dead ends. Provide technical peer consulting to our team members and work with other departments to ensure customer success. Help our team identify recurring issues and how to solve them forever. Transform your agents and technicians into service heroes by giving them the tools they need with Gladly.

Service Desk Engineer

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. More than 90% of the course contents are practical demonstration to maximize the learning experience outcomes. Throughout the course, students will see the actual tools that they’ll use every single day while working as help desk technicians. This Google IT course is part of Google’s “Grow with Google” initiative and aims to equip learners with the latest job-ready skills to help take their careers to the next level. According to Google, completion time for the certificate program is around 6 months for a person willing to invest around 5-6 hours per week.

  • There is a list of courses available that serve as a great starting point to learn how to respond to common help-desk requests, perform desktop or IT support, and triage and solve issues in record time.
  • Technical Support Jobs include roles as Maintenance Engineers, Help Desk Operators or Applications Support Specialists.
  • Learn about the job description and duties and read the step-by-step process to start a career as a help desk Technician .
  • There are links in the left-hand side menu to compare occupational employment by state and occupational wages by local area or metro area.
  • Many companies offer certification programs that train individuals on specific products so that they have all the knowledge necessary to assist customers with problems regarding those items.

It covers protocols such as PPTP, L2TP over IPSec, OpenVPN, SSTP, and WireGuard, and shows how to use SSH to secure data travelling between systems. He developed seminars and course materials for the first industry-accredited help desk certification. More recently, he contributed to A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition.

Education And Experience

An IT services company in Colorado sought a help desk analyst with experience supporting computer hardware, networks and software over the phone. The employer preferred applicants with CompTIA A+ certification, as well as experience with Microsoft desktop applications and servers. This certification is great for help desk or call center specialists. It covers relevant etiquette and communication tactics for help desk specialists including understanding how to resolve issues, how to communicate and how to leave the customer with a positive experience.

Welcome to ITCareerFinder, a world-class web portal designed to help IT pros advance their careers. Capella’s competency-based online degree programs provide knowledge, real-world skills and IT certifications that are immediately applicable to your career goals. Browse campus & online degrees, vocational certificates and self-paced courses matching the help desk technician education requirements and career path. Other technicians will remain at the help desk and leverage their experience to become a help desk technician manager. They often help people who are frustrated trying to use software or hardware.

Computer technicians enjoy a comfortable, indoor work environment. Many positions require that you report to the same office location every day. Other technicians may be able to provide support remotely and work from the comfort of their own home. In some positions, support technicians may need to travel to a client’s location to resolve a complex problem. You have great interpersonal communication skills and strong interests in business and technology. Now you can take your skills and interests to the next level – an exciting career in one of the most in-demand, fast-growing career areas out there – Information Technologies.

All state projections data are available at Information on this site allows projected employment growth for an occupation to be compared among states or to be compared within one state. In addition, states How to become a Help Desk Engineer may produce projections for areas; there are links to each state’s websites where these data may be retrieved. Computer support is traditionally divided into different classifications, called tiers.

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. 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. There is a list of courses available that serve as a great starting point to learn how to respond to common help-desk requests, perform desktop or IT support, and triage and solve issues in record time. There are also courses that train you to run an IT help desk from a local or remote location. IT Help Desk technicians play a pivotal role in running any company.

  • PC technicians physically install and maintain computer equipment, and they often travel to clients’ locations to work.
  • Furthermore, having confidence in both technical and non-technical abilities can improve your capacity to operate successfully under pressure.
  • The help desk specialist will be required to sit and communicate with customers for long periods of time, which means the ability to speak and concentrate for long periods of time is required.
  • The lowest 10 percent earned less than $40,620, and the highest 10 percent earned more than $110,450.

Help desk technician is a job that does not seem to be talked about enough. It is an essential position in any business, and it is not going anywhere anytime soon. Those in these positions often work in the IT department of an organization but can also be employed by a software company or other vendors that sell computer-related products and services to businesses. Admissions advisors can provide more info about technical support programs & curriculum, admissions & start dates, certification tracks, career placement, tuition costs and personalized financial aid options. Remote IT help desk technicians provide technical support over the phone or Web.

Help Desk Technician By Certificate Requirements

You may be the type of person who really enjoys troubleshooting computer issues – or the person your friends come to for advice on software, hardware and new apps. According toUSA Today, it’s an industry that has more demand than supply. Code Spaces is a platform for learners to find the best courses, certifications and tutorials on the web. Our team of experts handpicks these resources based on several parameters and brings to you the best recommendations that you can use to learn a new skill or upgrade your existing knowledge. These resources include both free and paid ones created by top professionals, schools and companies.

They must also be customer-oriented and patient to deal with difficult customers. Engineers manage issues throughout their lifecycle, beginning from the first point of contact until it is resolved.

  • Daniel Greenspan is an IT education specialist and the founder of ITCareerFinder.
  • The hands-on assessments have been designed to simulate the actual experiences of IT Support.
  • Get real job descriptions, career prospects and salary info to see if becoming a help desk analyst is right for you.

The link below go to OEWS data maps for employment and wages by state and area. Communication skills are important for computer support specialists. Other help-desk technicians work in call centers and take customers through a problem step by step, such as to reestablish an Internet connection or to troubleshoot Wi-Fi routers or other household IT products. Since 2001, Snap Tech IT has provided tech support to businesses in Atlanta, Phoenix, and San Francisco, and we are growing fast.

Related To How To Become A Help Desk Analyst: Education And Career Roadmap

As computer equipment and software become more complex, the need for technicians will continue to increase. Glassdoor has millions of jobs plus salary information, company reviews, and interview questions from people on the inside making it easy to find a job that’s right for you. In addition to computer support basics, you learn how to prepare for and pass your CompTIA A+ Certification exam and learn other essential information technology skills. There are a list of courses that cover administration of Office 365 for businesses as well as security and troubleshooting in Office 365.

Past Experiences, Future Opportunities

In this article, we’ll explore these five central questions surrounding the work of a help desk technician. Network and systems administration is a natural next step from the IT help desk. Organizations need reliable computer networks, so there’s great demand for skilled professionals who can manage, administer, and protect computer systems. Job listings are expected to grow 6 percent through 2026, and salaries usually hover around $81,000 a year, according to the Bureau of Labor Statistics. The agency also notes that the adoption of cloud-based network services by small and midsize businesses could increase the demand for network and computer systems administrators.

It helps you to connect with employers who are seeking candidates with the appropriate skill sets. Over 40,000 engineers belonging to different fields in more than 180 countries have registered on this platform, which will help employers select candidates of their choice. The average annual salary for an IT Service Desk Engineer is $46,425 in the United States, according to Finally, they must able to explain technology to individuals from non-technical backgrounds. Top 5 IT technician interview questions with detailed tips for both hiring managers and candidates.

This is a free beginner level course that introduces learners to the role of an IT Support agent, including core priorities and key responsibilities. It teaches learners how to interact with other roles and master specific performance skills. You can learn to successfully protect a computer network and gain useful skills in risk management, cybersecurity, and cryptography with Alison’s free online Network and Security courses.

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