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Help Desk Technician Career Path Training, Jobs, Pay & Certification

A help desk technician responds to customer queries to provide technical assistance. 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 role of a help desk analyst is divided into tiers, and they escalate issues from one tier to the next, based on the complexity of the problem.

  • Working the help desk gives you opportunities to gain experience, grow your skills and network within the company on a daily basis.
  • An IT help desk job salary can depend on the company and where you work.
  • Service providers provide WAN, Internet connectivity, and other services to customers.
  • These are the people who can easily understand tech-related stuff.
  • They must have had hardware troubleshooting experience and be conversant with networking protocols and ITIL.
  • A help desk technician must be able to collaborate with others to achieve common goals, even if they operate remotely.

Keep in mind that some folks will have to wait a long https://remotemode.net/ to speak with you. When they eventually reach you, it’s understandable that they’ll be irritated. You must be patient in order to calm them down and win their trust and confidence. Too many people get stuck in their entry-level positions, and usually, it’s due to the same mistake. You see, it is safe to say that if someone made it all the way from zero to an entry-level IT job, he or she probably has a Net+, CCNA or even a college degree.

Understand the big picture of the IT industry

This can range, however, from as little as $26,000 a year to as much as $70,000 a year. Factors such as location, industry, and experience all impact how much you can make in a help desk job. Mouse over a state to see the number of active help desk specialist jobs in each state.

support specialist

If you work as a liaison between an IT department and the employees of an organization, you may earn a higher salary than a computer user support specialist. Computer network support specialists earn a median annual wage of $65,450. 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. A help desk technician, also sometimes called a computer support specialist, a desktop support technician or a help desk analyst, is a trained IT professional.

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This allows IT help desk how to become a help desk engineer to provide a more efficient service. An IT help desk’s main function is to enable business processes by providing integrated support. The support provided can be adapted to the needs of each individual business. A help desk solution is the main point of contact for service requests and user issues. Engineers manage issues throughout their lifecycle, beginning from the first point of contact until it is resolved.

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Computer support specialists enjoy the variety of work they encounter each day. Many specialists feel good about being able to help computer users solve problems.

How Much Does A Help Desk Technician Make?

Help desk personnel regularly work with other IT experts to resolve end-user concerns. A help desk technician must be able to collaborate with others to achieve common goals, even if they operate remotely. Help desk personnel communicate with their peers even during routine tasks like shift changeover.

The role of a Desktop Support Consultant is to provide excellent technical support in a way that makes it simple for the user to understand. There are a growing number of exciting, well-paying jobs in today’s tech industry that do not require a traditional college degree, an one of the hottest areas with high demand is in IT customer service and support. Customer Service is a perfect entry point to start your career in IT, with a multitude of job openings ranging from onsite or remote help desk work to customer care or client support.

Depending on the company, IT help desk engineers can also work per hour. 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. 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.

  • Using our career map, a help desk specialist can determine their career goals through the career progression.
  • Empathy is a taught ability that does not come easily to everyone.
  • If they have certifications from CompTIA in A+ or Network+, it would be beneficial.
  • Help desk workers that are empathetic can connect with their customers and make them feel understood.
  • So to sum it up, help desk analysts need to be good at being human.
  • To improve your job prospects as a help desk technician, bolster your skill set with topics like cloud engineering and cyber security, two of the decade’s hottest IT disciplines.

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