How to Become a Help Desk Technician in 3 Steps

The IT help desk job market is expected to continue to be on the rise in the coming years. Excellent verbal communication skills are also important, as well as analytical thinking skills. You’ll need to be an expert in certain software packages and have strong IT skills.

  • Placing an emphasis on Linux skills can win you a job as a Linux administrator, systems administrator, network administrator or web administrator.
  • As companies scale, their support pipeline tends to grow exponentially and easily becomes a cost center that needs more human agents, workflows, and tactics to manage.
  • Being a NOC technician means that they must maintain documentation for all queries and solutions related to technology.
  • That way, IT support specialists can view and replicate issues from the user’s perspective (using real-time screen sharing), troubleshoot easily, transfer files, and record sessions for retroactive analysis.

They may work for large corporations, government agencies, or small businesses. They typically work during regular business hours, but they may be required to work evenings, weekends, and holidays to meet the needs of their employer. Service desk engineers may be required to travel to different locations to provide support to customers or to attend training sessions. They may also be required to work overtime to meet deadlines or to resolve critical issues. IT technical support staff diagnose and solve software and hardware problems for computer users.

CompTIA A+ > CompTIA Project+

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. In general, desk support technicians achieve similar levels of education than help desk engineers. They’re 2.8% less likely to obtain a Master’s Degree while being 0.6% less likely to earn a Doctoral Degree. In the US, help desk technicians earn a base salary of $48,310 and $2,555 in additional pay per year on average [2]. Factors that can influence your salary in this role include experience, education level, industry, location, and company.

They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills. If you continue to see this
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to let us know you’re having trouble. You can gain the qualifications you need to become a help desk technician with the following walkthrough.

CompTIA A+ > Partner Certifications

An average information engineer eans a higher salary compared to the average salary of help desk engineers. The difference in salaries amounts to information engineers earning a $52,559 higher average salary than help desk engineers. In contrast, someone who is technically proficient but without experience in customer service should focus on building their communication skills. You can work on both simultaneously with a foundational online course like Google’s Technical Support Fundamentals. To write an effective helpdesk engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included helpdesk engineer job description templates that you can modify and use.

  • An IT help desk assists all users in troubleshooting a number of IT problems and issues.
  • They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills.
  • The average hourly wage of a NOC engineer working in the United States is $31 per hour.
  • This could involve becoming an expert in a particular type of software or hardware, or in a specific area of customer service.
  • It offers the opportunity to work with a variety of technologies, solve problems, and help people.
  • Traditionally, that meant spending a few years in an IT support role and then being promoted to network administrator and server administrator.

We sorted the top help desk engineer skills based on the percentage of help desk engineer resumes they appeared on. With Self-Help, provide end-users with an in-app help center that automatically crawls and aggregates your knowledge and documentation to bring answers to common support issues into your UI. Whatfix’s Self-Help overlays on to any web application, desktop application, mobile app, or website. It provides contextual help to users and integrates with your FAQs, support center, LMS, user documentation, and more. Users are presented with common issues and help content for their contextual area in the application, or they can use an open-ended search to find the specific help content they’re looking for.

Desktop Support Engineer job description

You will help install, upgrade and troubleshoot hardware and software systems. Service desk engineers can utilize this trend by developing skills in customer care and problem solving. They can also work to create a positive image for their company by providing excellent customer service to all customers, not just those who are unhappy. The salary of a service desk engineer can vary depending on their level of education, years of experience, and the size and industry of the company.

  • An IT project manager should have extensive knowledge of technology set realistic expectations for projects.
  • You can filter results based on your preferred location, and you can browse a wide range of roles.
  • For example, 7.7% of help desk engineer resumes contained troubleshoot as a skill.
  • IT certifications in support can vary between college courses and apprenticeships.
  • Customer Service is a perfect entry point to start your career in IT, with a multitude of job openings ranging from onsite or remote help desk work to customer care or client support.