Anyone communicating with clients must have this quality, otherwise, they leave customers feeling anxious about how seriously their issue is being handled. Great technicians are like engineers–never thinking that they know everything help desk engineer and always updating their knowledge. This is particularly important for the help desk because different clients from different industries work with different technologies, so you need technicians who are flexible.

Your responsibilities will vary depending on the industry and job type. For example, help desk support https://remotemode.net/ at a wireless phone company assists smartphone holders when they have problems with their devices.

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Whether you want to stay at the help desk or move on to a new role, you will need to develop all these characteristics. Learn more about the 10 qualities help desk technicians should have in this on-demand webinar hosted by ITPro.TV. Also, keep in mind that some people must wait a long time to talk with you. Understandably, they may have a short temper when they finally reach you.

They should only be a way for you to break in and start moving up. Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible. 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.

Get Ready to Get CompTIA A+

This opens up additional pathways to help learners get the degree they need to move beyond the entry-level job and advance their IT career into more senior, higher-paying positions. This IT help desk certification program is a low-risk, low-cost way for people to gain the skills they need to get a well-paying entry-level job in the IT support field. In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported. Demand for help desk services will increase as more organizations provide their customers with online access to products and services. Help desk engineers will be needed to support these online systems and troubleshoot when problems arise. 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.

Even if they do not specialize in IT, every company needs customer support, and it is a great way to gain experience working with computers before moving into the field of computer science or another related major. Studying at MTI gives you valuable hands-on experience and a working knowledge of most types of computer hardware and many applications. MTI trains you to service and maintain computer systems and networks for small businesses to large corporations. Once you receive your MTI diploma and earn CompTIA A+ certification, you will be qualified for an entry-level position as a technical or help desk support specialist. CompTIA is an online training provider offering an array of career-building training programs. Its CompTIA A+ course is designed to teach participants the basic skills they’ll need for an IT or customer service career.

Other Help Desk Skills You Should Learn

Take a few minutes to learn more about how to become a help desk technician, and check out the CompTIA A+ certification, your gateway into an entry-level IT position. Help desk technicians frequently find themselves collaborating with other IT professionals to solve end user issues. Also, being confident in both technical and non-technical skills will increase your ability to work well under pressure. To boost your skill level and confidence, take one or two soft skills courses per year, as well as any technical courses relevant to your job role. 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. This article is part of an IT Career News series called Your Next Move.

• All you do is spend your time helping with minor issues without getting enough exposure to what really matters.
• Tier 1 technicians answer the simpler questions and perform the more mundane IT tasks such as password resets.
• As businesses grow, their need for competent help desk support will grow.
• 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.

Omar is a Computer Science graduate with several certificates from Cisco (CCNA, CCNA-Voice, CCNA-Wireless, CCNP) & Microsoft (MCSA & MCP). This Google IT course is part of Google’s “Grow with Google” initiative and aims to equip learners with the latest job-ready skills to help take their careers to the next level. One of the most important traits of an excellent help desk technician is the willingness to learn. Humility and the capacity to accept constructive criticism from peers are required for a readiness to learn. This trait is highly appealing to businesses; almost every firm wants to hire people who are lifelong learners. If moving beyond the help desk is your objective, increasing your desire to learn can help you get there.

However, many people get stuck in entry-level positions for years! They spend their time helping with little things instead of working on stuff that can directly translate into big-time promotions. Now, there might be some exceptions here and there, but if you really want to make it far in the industry, you should treat entry-level positions as a means to an end.

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.

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