How To Become A Help Desk Engineer In 2022


Our online training is a convenient option for anyone juggling the demands of a family or a job. As a student in SCI’s program, you’ll learn what every help desk tech should know. You’ll graduate with the expertise and knowledge needed to launch your career. Anyone with basic computer knowledge, an interest in technology, and the desire to succeed will do well in a help desk professional training program. People struggle to move past their entry-level positions because they don’t have a good plan to do so.

Google offers a Google IT Support course teaching customer support fundamentals to participants who may not have a background in IT or customer service. This online course is great for beginners just starting their careers and learning how to properly troubleshoot complex technical issues. The training includes interactive labs and reviewable assessments that help users understand universal troubleshooting steps.

This is the class to begin with, if you have no experience in IT at all. The videos lectures are very engaging, entertaining and very well laid out. The fun style of teaching makes the concepts easy to grasp and retain. These IT support certification courses are suitable even for learners who do not wish to take the CompTIA certification exam, but just looking to learn about the basics of IT and computers. They can get a robust IT foundational knowledge in a way that’s easy-to-understand.

A help desk technician must have both hard and soft skills because the position requires a strong technical understanding as well as the ability to communicate clearly with others. For example, when a user has a question, the help desk technician must be able to diagnose the IT issue as well as explain the solution to the user.

How to become a Help Desk Engineer

Once they have had a chance to vent their frustration, then you can begin to show them how to resolve the problem. Patience, empathy and a positive attitude are extremely important in helping you turn the most frustrated customer into a happy and satisfied customer. When other Lakeland network support companies put you on hold, Alltek Services puts your Polk County and Florida business first. Our world-class customer service and unique partnership approach are a step above the rest, with proactive, personalized network solutions that minimize downtime and maximize productivity.

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Help desk technician is a job that does not seem to be talked about enough. It is an essential position in any business, and it is not going anywhere anytime soon.

  • Virtualization Management – Virtualization is driving Information Technology to new heights.
  • They interact with customers by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly again.
  • A career as a help desk technician can be a great way to get started in IT.
  • 92% of consumers expect your company to protect their information, and with this training, you can meet customer demand and differentiate your service team from competitors.
  • The program content is very impressive with focus on applied learning and has been structured to address real world requirements.

Middlesex Community College offers three different and dynamic certificate programs in this field to prepare you for work inNetworking,Software Developmentand Help Desk Technician areas. There are many specific IT certification courses available for virtually any area of IT. Although not mandatory, earning a certification is likely to increase your odds of getting a job as a help desk analyst. Some of the most popular certifications are Google IT support, Microsoft IT support, CompTIA A+ and HDI Customer Service Representative.

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Voluntary certification can lead to further job opportunities as well. The median salary and wage for computer support specialists are $54,760 per year and $26.33 per hour (U.S. Bureau of Labor Statistics ). Take your IT career to the next level with online certificates and degrees from Purdue University Global, an accredited, public, non-profit leader in higher education. Daniel Greenspan is an IT education specialist and the founder of ITCareerFinder.

  • Great technicians are like engineers–never thinking that they know everything and always updating their knowledge.
  • You’ll need to be able to learn how to use various software platforms that help you assist internal and external customers.Prior experience with similar software will help.
  • Respecting your co-workers is also important and helps to foster a positive work environment as we talked about earlier.
  • CompTIA is an online training provider offering an array of career-building training programs.

According to Indeed, the wage of an analyst is ​$18.00​ per hour, on average, while Indeed’s summary of the “technical support” position identifies an average wage of ​$16.36​ per hour. The technical support job description closely fits that of a help desk technician, so consider that title when job hunting, though it may involve traveling to clients’ homes to perform hands-on repairs.

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If they have certifications from CompTIA in A+ or Network+, it would be beneficial. They must have had hardware troubleshooting experience and be conversant with networking protocols and ITIL. 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.

In the last section the instructors uncover the PC from inside and demonstrate how it works, what parts are there, explore some troubleshooting basics and hardware upgrade. As businesses grow, their need for competent help desk support will grow. While in recent years some traditional help desk tasks have been outsourced, there will always be a desire for onsite support within every large company.

Why It Is Useful To Seek The Help Of Field Engineer

They should have extensive technical knowledge of various technologies and products, including local area network /wide area network technologies. Organizations are constantly implementing, updating and upgrading their technology. Therefore, there are plenty of positions for help desk support people. To recap, aspiring help desk analysts might find work with just a high school diploma and some experience, but many employers seek analysts who have some post-secondary education in a field such as computer science.

How to become a Help Desk Engineer

While you may not be the first employee in the operation to greet customers, you are a reflection of them in terms of your attitude when they do get to you. Customer service skills are equally as important as your ability to solve for the customer in this role. You took the initiative and installed a help desk software for your customer service team, but like any new business tool, employees need to learn basic help desk skills before they put it into practice. We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems.

Become A Help Desk Engineer

The ability to be a team player and support your team members when they need help is a trait that will set you aside from other candidates. Working as a help desk technician just for the heck of doing it versus doing it because you like to help people are two different things. If you are not willing to help, you will likely be unwilling to learn new things and unwilling to go the extra mile if needed. This normally indicates that you would not be a good fit for this type of role. After all, a big part of any IT support business is answering the phones and helping clients with the issues they are facing. To become a help desk technician, you need to have strong communication skills and be able to troubleshoot problems. You should also be familiar with common software applications and hardware devices.

Many of the skills you’ll learn can qualify you for a number of positions. Jobs in IT are exceeding the average rates of all other occupations, according to the Bureau of Labor Statistics, with 13 percent growth expected from 2020 to 2030.

They can also focus on developing skills that make them more valuable to businesses, such as networking or security. Help desk technicians must be able to quickly assess the nature of each issue they’re presented with and determine the best course of action to resolve it. The role of a help desk technician is one that requires an individual to be highly attentive and detail-oriented. They are often the primary point of contact for end users who have questions or issues with their computer systems, software applications, or other technology-related equipment.

Finally, the course concludes with a lesson in network security explaining what your reps can do to prevent a cyber-attack on your system. Customers come to the help desk of a business because they aren’t able to find solutions themselves. Oftentimes they’re not tech-savvy and may have already spent a great deal of time trying to find and get help from a representative, so they’re already not in the greatest mood upon first interaction. You have to be patient with customers as they come to keep them calm and solve their pain points.

Their primary intention is to ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with. Technicians can be more of entry-level IT help desk jobs, and will generally receive lower pay and fewer benefits than an analyst. While technicians will mostly be responsible for hardware and some software repair support, analysts will often need to be able to establish and troubleshoot entire networks and servers as well. Help desk technicians are instrumental to the smooth running of any IT department, and they also provide a valuable service to customers and clients. Often the first port of call when there is a network issue, these skilled technicians have expertise in customer service, as well as problem-solving. If you have a working knowledge of various types of technology, you’ll make an excellent help desk support professional. Depending on the field that you work in, you will need to be familiar with using computers, tablets and smartphones.

Throughout the course, students will see the actual tools that they’ll use every single day while working as help desk technicians. 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.

Education Levels For Help Desk Analysts

Empathy is a taught ability that does not come easily to everyone. Active listening abilities are the easiest method to become more sympathetic. When actively listening, you should be able to repeat what has just been spoken. As you improve your active listening abilities, you’ll realize that end-users will give you almost all you need to know to solve their problem.

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Not only will you be able to understand how modern networks work, but you’ll have the opportunity to get your feet wet in many different areas. This way, when you decide to specialize in one area, you’ll know for sure which one you like the most. This is hands-down the very best thing a person looking to break into IT — or in the early years of their career — can do. Someone with a cert in routing and switching could become a network engineer and make a great living. VARs are constantly engaged in highly technical projects, which can provide you with amazing hands-on experience and new skills. You can also work for a customer and still perform projects, but you won’t get as much experience as you would working for a VAR.

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If they receive any feedback or suggestions, from clients, they pass them on to the appropriate departments. How to become a Help Desk Engineer Engineers support the field staff by catering to the requirements of their mobile devices.

You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier I span of control. Computer support specialists enjoy the variety of work they encounter each day. Many specialists feel good about being able to help computer users solve problems. Technicians know that their role is vital to the operations for the companies where they work. Without the expertise of computer support specialists, many businesses and organizations would have difficulty operating.