January 15, 2021 Mahnoor Afzal

They solve a wide range of problems, from simple questions about how to access an application to complex errors affecting servers and networks. While some may work for large software companies or support service firms, others work in call centers.

  • A big part of any IT support business is answering the phones and helping clients with the issues they are facing.
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  • Responding to queries on the phone, via email, in person, or through remote access.

Help desk engineers are responsible for providing technical support to customers and employees. They troubleshoot hardware and software problems, and they also provide training and support on how to use various types of technology. Help desk engineers need to have strong customer service skills and be able to think critically to solve problems. If you are interested in becoming a help desk engineer, this article will explain what the job entails and the steps you need to take to pursue this career. They should be able to understand users’ questions, provide technical support, and assist all staff remotely on technology problems. Owing to the nature of this occupation, aspirants for these jobs must have excellent communication skills and technical knowledge about various technologies and solutions.

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Python has emerged as the most in-demand programming language in the recent decade. Also the landscape of IT is changing rapidly and moving towards automation, making the skills to solve problems through automated solutions very crucial for anybody in IT. In order to help more technologists master Python and IT automation, Google has designed this IT Automation with Python Professional Certificate program and is offering it through online education service platform Coursera.

These resources include both free and paid ones created by top professionals, schools and companies. So those who successfully complete this program have a direct route to get their info into the hands of these employers. After all, a big part of any IT support business is answering the phones and helping clients with the issues they are facing. We’re proud of Bryan, and all our talented help desk technicians that work diligently each day to ensure that customers have answers to their technology questions and resolutions to their IT issues.

Hiring IT Help Desk Technician job description

IT technical support staff diagnose and solve software and hardware problems for computer users. Some of the roles and responsibilities of an IT help desk include providing stakeholders of a business with the data they need to make support decisions around asset allocation, budgeting, scheduling, and all processes.

How long should I be a help desk technician?

The general rule of thumb is that two to three years is probably the longest you want to be in a helpdesk role if you plan on moving up into a more specialized field. That is assuming that you are using such a position as a stepping stone.

This is especially true if your job requires you to assist with hardware issues. Help desk support professionals provide technical assistance to individuals and organizations. Your responsibilities help desk engineer 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.

Most Common Employers For Help Desk Engineer

This IT Help Desk Technician job description template is optimized for posting on online job boards or careers pages and easy to customize for your company. Top 5 computer systems analyst interview questions with detailed tips for both hiring managers and candidates. From 2014 to 2024, the BLS projects an increase of 12% for computer support specialists, with 88,000 net new jobs expected during that 10-year period. Research and compare the top-rated help desk technician training programs online and in your area. The A+ certification is a basic computer hardware and software certification that demonstrates an individual’s ability to install, configure, troubleshoot and repair computers. It can be obtained through the Computing Technology Industry Association . As you move along in your career, you may start taking on more responsibilities or notice that you’ve taken on a leadership role.

how to become a help desk engineer

This IT Certificate program also aligns with the objectives covered by the newly updated CompTIA A+ certification. Whether one is completely new or has had some exposure to IT, this program is highly recommended to get started in the field of technology. It also serves as an excellent option for those in need of retraining. 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.

As companies upgrade their computer systems and implement new applications, the need grows constantly for Help Desk Engineers, also called Technical Support Specialists. A support help desk is the customer-facing department that handles complaints, offers product support, and fields technical questions for computer networks, software and hardware. They may be responsible for fixing the problem themselves or relaying the solution for the customer to implement. 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. 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.

In addition to this content, she has written business-related articles for sites like Sweet Frivolity, Alliance Worldwide Investigative Group, Bloom Co and Spent. Hearst Newspapers participates in various affiliate marketing programs, which means we may get paid commissions on editorially chosen products purchased through our links to retailer sites. Imagine you have just been hired by Simco Financial Services, Inc., to join their Help Desk team. The Director of the I/T Department has identified the need for a new network for the headquarters facility.

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