How to Become a Help Desk Technician in 3 Steps

help desk engineer

At Auxilion, we are always on the lookout for qualified and experienced IT professionals, including service desk engineers. Check out our open roles on our careers page to view our current open roles, or reach out to us at A Technical Support Engineer is responsible for providing technical support to clients in person and remotely. Giving such assistance means that it’s all about solving problems from the moment they call the customer service line until the caller’s issues are resolved. Support technicians rely on advanced software in order to offer more efficient customer service. Excellent verbal communication skills are also important, as well as analytical thinking skills.

  1. CompTIA CySA+ assesses the skills needed to apply behavior analytics to networks to improve the overall state of IT security.
  2. An effective help desk analyst will have a knack for interacting with people and a calm and effective presence.
  3. This means customer requests are handled more quickly and efficiently.
  4. Adding CompTIA Cybersecurity Analyst (CySA+) or CompTIA PenTest+ will take your career to the next level.

The quickest way to become more empathetic is to develop your active listening skills. When you are actively listening, you should be able to repeat back what was just said. Despite its drawbacks, serving at the help desk can be incredibly rewarding if the right qualities and skills are developed.

Education for

The average salary for a service desk role as of June 2024 is $55,000 per year, based on self-reported data. The range starts at $42,000 and goes up to $66,000 for those with more experience. The U.S. Bureau of Labor and Statistics reports a wage of $69,240 for computer user support specialists and $71,530 for computer network support specialists. A service desk analyst fulfills the role of the first point of contact when users require technical support. They must bring technical expertise and the ability to quickly assess a situation to resolve or escalate it. An effective help desk analyst will have a knack for interacting with people and a calm and effective presence.

An IT help desk is essentially a tool to help organize customer queries and complaints. It uses ticketing services that assign customers to the right person to help. This means customer requests are handled more quickly and efficiently. Nowadays, IT help desk support engineers rely on advanced software in order to speed up the ticketing process.

ITSM Then, Cognitive Service Management Now: The Future of Service

This Technical Support Engineer job description template is optimized for posting in online job boards or careers pages. It’s easy to customize with duties and responsibilities when hiring for a support role. Similar job titles include Customer Support, Software Support, Desktop Support, Help Desk and IT Support Engineer. You may already have some qualifications to become a help desk technician today.

What does a Help Desk Engineer do?

At FieldEngineer, we vet all our IT help desk engineers according to skills and certifications, ensuring we find you the right person for the job. Understand the service desk analyst role, how to qualify for this position, essential skills you should build, and salary information. A great addition to CompTIA A+ (or CompTIA ITF+) in this field would be CompTIA Data+. Help desk technicians frequently find themselves collaborating with other IT professionals to solve end user issues. An IT help desk job salary can depend on the company and where you work. Rewarding IT careers often begin on the help desk and the support field is booming at the moment.

While similarities exist, there are also some differences between help desk engineers and desktop support specialist. IT technical support staff diagnose and solve software and hardware problems for computer users. You can find opportunities across a range of experience levels, from entry to expert. While AI is playing a bigger role in providing customer service, it is an area that will always need human expertise and understanding, ensuring job security for the long term.

Help desk technicians belong to the occupational field of computer support specialists. The US Bureau of Labor Statistics (BLS) projects 5 percent job growth for careers in this field between 2022 and 2032 4. Those interested in working in IT can get their start as a help desk technician before acquiring the skills to pursue more specialized roles. They provide you with the necessary support you need with all your assets and processes. They also offer excellent customer service and advice to all users in different types of companies.

Learners are advised to conduct additional research to ensure that courses and other credentials pursued meet their personal, professional, and financial goals. The Google IT Automation with Python Professional Certificate, on the other hand, is an eight-month course teaching skills such as Python, Git, and IT automation to support career growth. If you like to code, design and create, put that passion to use as a web administrator. Web administrators design, develop, maintain and troubleshoot websites. The CompTIA Cybersecurity Career Pathway can take you in many different directions. Adding CompTIA Cybersecurity Analyst (CySA+) or CompTIA PenTest+ will take your career to the next level.

Let’s look at the service desk support analyst role, including typical responsibilities. There are so many paths a technology career can take – and many of them intertwine. Use your time at the help desk to observe, ask questions and learn what it is that you’re passionate help desk engineer about.

help desk engineer

If you feel like you’re stuck at the help desk, check out your options and determine what you need to do to make your next move. You’ll discover as you develop your active listening skills that end users will tell you just about everything you need to know to solve their problem. This not only builds empathy, but also helps you gather more information while asking fewer questions. Empathetic help desk technicians can better connect with their end users and make them feel understood. Tech professionals need to stay current with the latest trends and technologies. Following the activity of industry leaders on social media or YouTube can be an effective way to keep up-to-date.

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