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

Many companies use software to queue and process customer queries. The client might open a ticket on the organization’s website, where they describe the complaint https://remotemode.net/ or question. Depending on the organization’s workflow, the help desk support person usually spends some time opening and responding to these tickets.

Highest-Paying IT Jobs – Money

Highest-Paying IT Jobs.

Posted: Fri, 30 Dec 2022 13:11:21 GMT [source]

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. Collaboration enables them to deliver value and should not be overlooked. Being able to learn new things quickly, as technology is constantly changing. Even within one program/software application, there will always be new releases or products that will make issues easier and more efficient to resolve. And depending on which department you work in, some programs may not even exist yet. Learning how to adapt and overcome those challenges then becomes crucial.

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A help desk support job fuses customer service with technical abilities. Creating a positive relationship with each customer is as important as resolving their technical problem. After all, a big part of any IT support business is answering the phones and helping clients with the issues they are facing. From the minute someone generates an inquiry to the end of your call, you should be like a detective, looking for clues throughout the conversation.

become a help desk engineer

Welcome to ITCareerFinder, a world-class web portal designed to help IT pros advance their careers. Capella’s competency-based online degree programs provide knowledge, real-world skills and IT certifications that are immediately applicable to your career goals. Browse campus & online degrees, vocational certificates and self-paced courses matching the help desk technician education requirements and career path. Mouse over a state to see the number of active help desk engineer jobs in each state. The darker areas on the map show where help desk engineers earn the highest salaries across all 50 states.

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Get a quick recap of Office basics, including the features of Word, Excel, PowerPoint, Outlook, OneDrive, SharePoint, OneNote, Access, Publisher, Sway, and Power BI. This course helps you understand VPN terms and technologies, so you can configure a custom VPN solution. It covers protocols such as PPTP, L2TP over IPSec, OpenVPN, SSTP, and WireGuard, and shows how to use SSH to secure data travelling between systems. This course covers how to use ServiceNow to build and manage workflows in your organization. It also explores how to best approach automation, access control rules, scripting, working with a knowledge base, and more.

become a help desk engineer

500apps aggregates the most accurate data and connects you with decision-makers and their confidants with ease. All the apps are very handy as we have the best customer success consultants working together with our Sales Director. The average annual salary for an IT Service Desk Engineer is $46,425 in the United States, according to payscale.com.

Average Total Cash Compensation

Organizations are constantly implementing, updating and upgrading their technology. Therefore, there are plenty of positions for help desk support people. I took the network + class here because I want to take the test just to “fatten up” the resume. The skills taught in this class are so very applicable to what I do. Take the advice they offer here, network, volunteer, create a network for testing at home, and don’t give up. I left policing for this 2 years ago and it has been the best career decision I’ve ever made. VARs are constantly engaged in highly technical projects, which can provide you with amazing hands-on experience and new skills.

How to Become a Help Desk Technician

To become a help desk technician, you first must complete a high school diploma or equivalent. Though some jobs require a bachelor’s degree in computer science or a related field, some help desk tech jobs only require an associate degree and on the job training. In these programs, you study the basics of hardware, software, and networks to gain the skills you need for this career. To become a certified help desk technician, you must complete the requirements set out in the CompTIA A+ Computer Troubleshooting Certification.

This is a 10 lecture course designed for training those who wish to move to IT Support or customer service roles. It aims to deliver guidance and introductory knowledge in IT related topics such as Troubleshooting, Active Directory, Password Management and Basic Networking. Students learn how to respond to common help desk related issues with great customer service, critical thinking, remote support, and proper troubleshooting help desk engineer to resolve many IT related issues. Many companies require new technical staff to begin at the service desk before moving into other technical areas of a company. 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. Most help desk support personnel use software to create and respond to tickets and user requests.

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