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

• Install and configure users’ PCs, Mail, and different desktop applications • Support users issues across various IT Systems • Handling user network problems. • Maintaining users’ requests on Service Desk, Phone Calls, and IM. • Troubleshooting, fixing and testing physical network elements . Help desk workers that are empathetic can connect with their customers and make them feel understood. Empathy is a taught ability that does not come easily to everyone.

Understandably, they may have a short temper when they finally reach you. To calm them down and earn their trust and confidence, you’ll need to adopt a patient attitude. Despite its drawbacks, serving at the help desk can be incredibly rewarding if the right qualities and skills are developed.

Have Business Awareness

To become more patient, remember that your end users are not as technically skilled as you are. More than anyone else, a help desk technician has the power to give employees across all departments a positive view of IT since they are usually the first IT pro that an employee encounters. Because of this, it’s critical that help desk technicians possess specific qualities. Provides access to a deep bench of technical expertise to address a wide range of IT related issues.

Systems Engineering’s Help Desk service streamlines the support of your organization’s dynamic workforce to address any IT related issues. Our experienced and highly-trained help desk engineering team works diligently to troubleshoot and solve your end-users problems so they can get back to work quickly. Once you’ve become a help desk engineer, you may be curious about what other opportunities are out there. For that reason, we discovered some other jobs that you may find appealing. Some jobs you might find interesting include a desktop support specialist, desk support technician, information engineer, and senior infrastructure engineer. Many companies require new technical staff to begin at the service desk before moving into other technical areas of a company.

Help Desk Technician Interview Questions

They must also be customer-oriented and patient to deal with difficult customers. For government reporting purposes, we ask candidates to respond to the below self-identification survey.

In order to build those relationships, we meet with coworkers in person two times a year at a full company offsite and a departmental offsite. These are great opportunities to meet the people you work with every day and to do some of the work that is much more difficult to do virtually. This role will require you to visit twice per month , or as needed to facilitate on and off-boarding of employees. The Service Desk Engineer is responsible for onsite service and support needs for our customers.

Real-life Projects in Virtual Lab

But both careers also use different skills, according to real help desk engineer resumes. While help desk engineer responsibilities can utilize skills like “escalate,” “java,” “sharepoint,” and “iii,” some desk support technicians use skills like “email,” “phone calls,” “android,” and “sccm.” A mobile phone company also has many service desk engineering jobs.

• The average IT help desk job salary is between $55,000-$65,000 but this can vary depending on the company and level of experience.
• Nowadays, IT help desk support engineers rely on advanced software in order to speed up the ticketing process.
• This provides an overview of how the organization works and what the customer expects from the technical department that can only be learned with hands-on experience.
• For IT help desk jobs, you could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship.