Help Desk Technician: The First Step on Your IT Career Path

Many technology companies offer help desk certifications for their systems and applications. These help desk certifications focus on server administration, programming, security, ITIL, networking, customer service, and many other areas. A certification will recognize an employee’s accumulated training and experience in a subject area that meets a standard proficiency. While certifications can help desk engineer be important, certifications should not be the only and final measurement of an employee’s ability in your help desk. An employee’s real-life work history applying the knowledge with successful and measurable arguably the best gauge of an employee’s qualifications to work at the help desk. With that said, some of the most important certifications for help desk are listed below.

  • Often, desk technicians speak to people who don’t have a technical background, so it’s crucial to be able to break down information and eliminate jargon.
  • By having your reps complete this course, you’ll be able to quickly and efficiently onboard your new help desk software without reaching out to customer support.
  • IT support focuses on providing technical assistance for complex product issues.
  • If you can’t communicate the solution the customer needs, then working at a help desk will be a challenging feat.
  • Assigning tasks (small from packing boxes to Cloud Migration) and the ability to leave comments also makes it easier for remote teams to work together.

But even along this more traditional path, there are some interesting options that may interest you. Hardware and software change, but your ability to communicate effectively and think critically does not. Help desk work is an excellent place to refine the soft skills that will serve you well as you progress in your career. April Osman, owner of IT at Home, says her time working in a help desk role provided opportunities to grow in her career. One of the drivers of that growth came from the knowledge contained in the system guiding her IT department.

Basic front-line support

The main purpose of an IT help desk is to streamline company operations by offering unified assistance. So representatives who are skilled in providing various help desk services are responsible for delivering such help. This role is tasked with overseeing the development of new databases, monitoring database performance, and interpreting raw data and turning it into usable feedback and applications. As companies continue to collect data, having a qualified IT pro on staff that knows exactly how to extrapolate, analyze and secure this information is becoming more and more important.

On the other hand, senior infrastructure engineers use skills like cloud, aws, azure, and powershell on their resumes. On average, desktop support specialists reach similar levels of education than help desk engineers. Desktop support specialists are 2.1% less likely to earn a Master’s Degree and 0.6% less likely to graduate with a Doctoral Degree. Google offers a Google IT Support course teaching customer support fundamentals to participants who may not have a background in IT or customer service.

CompTIA A+ > Partner Certifications

What’s great about this course is that participants can choose to attend an in-person training session with an ITIL expert. These sessions last two days and provide a final exam at the end of the lessons. If there isn’t training nearby, you can self-study for the final exam using the ITIL Foundation book, offered both online and in hard copy. To find success in this role, you have to understand and expect to multitask in time-sensitive situations.

The most common skills required to be a help desk engineer are troubleshoot, help-desk support, and technical support. In general, senior infrastructure engineers earn the most working in the hospitality industry, with an average salary of $123,360. The highest-paying industry for a help desk engineer is the finance industry. 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. Many people who wish to pursue a career in IT and engineering look for an entry level role, which often involves desk work.

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