Skip to content

What Is A Help Desk Job

    IT Support technicians offer technical support and troubleshooting services for end users that require help with their computers hardware or software. Remote support technicians typically use special IT support software to gain control over the end-users computers in order to problem solve, diagnose, and solve complex issues. Help desk technicians can also conduct on-site diagnostics, install new software, and repair computer hardware.

    Help desk specialists, or technicians, answer incoming inquiries and assist users with hardware and technical software issues. They can also educate users about software or general computer functions, and prepare them for software updates and scheduled maintenance. Many computer users rely on the services of IT support professionals to help them troubleshoot and solve IT problems.

    Computer support specialists must be able to communicate effectively and be patient when solving problems. IT support technicians must be creative in explaining technical issues to general audiences.

    In some roles, a support technician might have to go out to the customers place of business in order to solve a complicated problem. Other technicians may be able to offer remote support and operate from the convenience of their home. IT support is generally needed around the clock, so technicians may have to cover various shifts, including nights, weekends, and holidays. Some technicians can also help with internet connectivity issues, as well as with associated devices like routers and modems.

    While technicians will mostly be in charge of supporting hardware and some software, analysts often need to be able to set up and troubleshoot entire networks and servers, too. In addition, technicians must possess strong technical knowledge about the technologies, including the different hardware, software, and networking systems being supported. The company that you are working for should offer training on the types of software that they use.

    Just as in any profession, IT Support Technicians get better at that one skill, ultimately expanding their vocabulary to the non-technical audience. For those pursuing a formal education, computer information systems (CIS) degrees, help desk management, technical support, and network administration programs provide a strong foundation to the help desk technician career path. Courses such as A+, Network+, Linux+, or even just a basic computer repair course are all you need to start on this career path, but if you are really serious about it, you should pursue a post-secondary education (college/university) in the field of IT, as employers will always prefer candidates with degrees over those who do not, particularly for higher-level positions like help desk manager or network administrator.

    MTI College in Sacramento offers an Information Technology Certification Program — Training to make you into a Help Desk Specialist, Technical Support Specialist, Customer Support Specialist, or IT Support Specialist. CompTIA Technical Career Academy offers their IT-Ready Technical Support Program in a classroom setting, so students receive the training needed to obtain their CompTIA A+ certifications and begin their IT careers at a help desk. For instance, the online IT support certificate offered by Rasmussen University is designed to help students build technical skills and customer support skills employers are looking for. We Can Help You Be a Technical Support Professional In addition to the basics of computing support, learn to prepare for and take your CompTIA A+ certification exams, and other important computer science skills.

    The marketable skillsets you are looking for in a computer support specialist degree program include PC repair, networking, operating system deployment and configuration, information security, desktop and mobile device problem solving, as well as soft skills such as customer service and oral and written communication. Even though the role of the help desk technician does not specifically focus on computer technology, every business needs customer support, and this is a good way to get computer skills experience before moving on to the computer field or another related major. A job as a help desk technician usually involves answering questions about the companys products, and using remote access tools to troubleshoot computer issues for client employees.

    As a help desk technician, you are responsible for responding to emails, chats, or telephone inquiries, as well as providing technical support for customers using computer systems, hardware, and software. An IT Help Desk Technician is an IT worker who provides technical assistance for computer systems, and serves as a primary point of contact for customers seeking technical help via telephone or email. As a Help Desk Technician, you will provide Level 1 support for our customers through telephone, email, and online chat.

    To best support users, a Help Desk Technician will work closely with the IT Director, in-house application specialists, and third-party support providers. Provides customer and user support for enterprise supported IT applications and platforms. Provide user support through researching and answering questions, resolving problems, and maintaining the workstation and network performance. Online tech support professionals assist customers remotely, whether via telephone, e-mail, or live chat.

    As part of the problem-solving process, tech support professionals typically walk technically challenged customers through several steps in diagnosing any computer-related issues. As a help desk technician, your duties and responsibilities include receiving a technical support ticket, call, or e-mail, communicating with a user or client, listening to his/her concerns, diagnosing the issue, and walking him/her through a solution.

    Help desk technicians may either be employed internally or remote, working for hire, and their daily tasks can vary depending on the nature of concerns raised by employees or customers. Throughout the IT Support Technicians day, these technical professionals listen to customers opinions and concerns without filtering them–concerns that are crucial to company leaders knowledge. IT support technicians come across all kinds of interesting and strange customer problems.

    IT helpdesk analysts may also be called Helpdesk Support Technicians or Service Desk Analysts. Instead of thinking of IT support technicians as a lower rung on a ladder, consider IT support technicians as being at the forefront of customer support, providing valuable insight for corporate leaders.

    Learn about different types of support teams, read Atlassian blog articles on customer support, or find out more about Jira Service Desk, our customer support and IT support tool used by more than 20,000 support teams. IT support analysts provide guidance by phone, web, or email to computer users looking for assistance with technical issues.

    Leave a Reply

    Your email address will not be published. Required fields are marked *