We’ll close with the practical next steps you can take to get started. While getting up to speed on cloud with ACG, Thad did some Google research to find common interview questions and in-demand cloud tools. To get a real take from the job-seeking trenches about how to find a cloud job, we chatted with ACG student Thad McMullen. Another characteristic that every help desk technician should have is the ability to pay attention to detail. This course is formatted into a two-hour instructional video followed by a final exam. What’s great about this setup is that you can access the video on a TV or mobile device.
What is the main role of help desk?
A help desk is the first point of contact for customers and employees alike. Customers need answers and the help desk is where they turn. When employees need someone to troubleshoot a printer, upgrade security on a laptop, or give them access to a new system, it's the help desk to the rescue.
You’ll receive assistance in everything from writing a powerful resume to preparing for an interview. You’ll also be plugged into our network of employers who have come to trust the quality of our graduates. There are a lot of factors involved including the particular job responsibilities, years of experience, and the area of the country where the employer is located. A more senior position like a help desk supervisor or IT technician lead could earn $70,000 or more a year. These kinds of IT support roles might be a great fit for you if you like technology and helping people solve their problems.
Help Desk Engineer Related Careers
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. There are a few different data sources you can look at to get a sense of what you might earn. The US Bureau of Labor Statistics presents official government data and is a good place to start. Help Desk Technicians work in information technology departments, contact centres, and technical support organizations.
Is IT help desk worth IT?
“Overall, I think being a help desk employee has been beneficial for my career, and I would recommend it to anyone looking for an entry level position or someone who wants to improve their customer service skills.”
Help desk support professionals provide technical assistance to individuals and organizations. 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. The help desk technician’s job is to provide support services, either over the phone or through online tools.
Time Management Skills
“I looked online for in-demand skills in cloud engineering and architecture and put myself out there and contacted people I knew to get my finger on the pulse of the market,” Thad said. “During the interview process, I found containers and container orchestration tools to be the most commonly assessed skills, second only to having a strong base and understanding of Linux.” Note About Financial Aid Federal https://remotemode.net/ regulations stipulate that a student may only receive financial aid for courses that count towards their degree/certificate. To comply with this regulation, MxCC must track the courses that a student is registered for that count towards their degree/certificate program. Courses identified as not meeting program requirements will not be included in the calculation of financial aid eligibility.
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. 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.
How To Become a Help Desk Engineer
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 how to become a help desk engineer the next, based on the complexity of the problem. 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.
While technicians will mostly be responsible for hardware and some software repair support, analysts will often need to be able to establish and troubleshoot entire networks and servers as well. 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. Customer service skills are equally as important as your ability to solve for the customer in this role. An IT help desk is essentially a tool to help organize customer queries and complaints.
Out of all the resumes we looked through, 7.7% of help desk engineers listed troubleshoot on their resume, but soft skills such as customer-service skills and listening skills are important as well. If you’re looking for a job that has a lot of job opportunities tied to it, look no further. Systems engineers are in full demand from all sorts of companies across multiple industries. Everyone needs an “I.T.” person in their midst because it’s no secret that very few actually know how to use technology. If you’re interested in becoming a help desk engineer, one of the first things to consider is how much education you need. We’ve determined that 51.1% of help desk engineers have a bachelor’s degree.
The goal is to create value for clients that will help preserve the company’s reputation and business. They follow plans and blueprints with a strong focus, yet remain flexible and work well under pressure. Eventually, if you have all it takes to become a successful help desk engineer, you can probably earn as big as $46,425 annually.
What Is the Average Wage for an Entry-Level Certified Computer Tech?
Other technicians will remain at the help desk and leverage their experience to become a help desk technician manager. Modern courses and learning activities in state-of-the-art technologies prepare you for your new career. According to Indeed, the wage of an analyst is $18.00 per hour, on average, while Indeed’s summary of the “technical support” position identifies an average wage of $16.36 per hour. The technical support job description closely fits that of a help desk technician, so consider that title when job hunting, though it may involve traveling to clients’ homes to perform hands-on repairs. Axelos offers a popular ITIL Foundation training course teaching participants the basics of customer support and how to use help desk tools. ITIL shares the best practices that are used when providing IT services to consumers.
- The more efficiently you cooperate with individuals who can assist you in completing your responsibilities, the more you will be able to achieve.
- Depending on the company, IT help desk engineers can also work per hour.
- They will also give you a range so you can see not just the average but what the top earners in positions like this can make.
- Many IT professionals who are looking to begin their career start out in a help desk technician role.
- These courses, paid or free, can consist of various exercises that help reps become familiar with fundamental help desk features and common customer interactions.
- That way, participants can take the training home with them and complete it outside of work.
Compare top-rated online courses and degrees in IT support and related fields. CompTIA Tech Career Academy is a 501(c)(3) subsidiary of Creating IT Futures Foundation, Inc., dba ComptTIA Spark. As a charity established in 1998 by CompTIA, the information technology trade association, CompTIA Spark helps people improve their lives through tech careers.
The primary job of anyone working at the help desk is to help others solve the problems they encounter with computer hardware or software. In other words, it’s about troubleshooting an issue and being able to clearly and efficiently guide someone else toward a solution. Offers technical help to users by assisting them by answering queries, debugging problems, and providing solutions to their problems.