October 14, 2021by admin

How to Get a Job as an IT Service Desk Agent Dice com Career Advice

In a large organization, you might work under an IT manager or director. In a smaller organization, you may have additional responsibilities and report directly to the chief information officer or chief technology officer. 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. This includes a breakdown of the help desk tools they can expect to see when working in a support role.

What does an IT help desk technician do?

An IT Help Desk Technician is responsible for providing technical support and assistance. 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.

However, a publication from Microsoft indicates that they have ceased offering and supporting many of the older certifications, and offers guidance on what else you can do to acquire accreditation. Finally, our program provides robust support for finding and landing your first IT help desk job. You’ll receive assistance in everything from writing a powerful resume to preparing for an interview. You’ll also be plugged into our network of employers who have come to trust the quality of our graduates.

Top Help Desk Certification

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. A big part of any IT support business is answering the phones and helping clients with the issues they are facing. In this article, we’ll explore these five central questions surrounding the work of a help desk technician. 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.

  • And depending on which department you work in, some programs may not even exist yet.
  • Even if you don’t have a formal computer science degree, show that you have relevant experience by sharing your personal interests, extracurricular activities and courses that you have taken.
  • IT Help Desk technicians play a pivotal role in running any company.
  • 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.
  • Help desk support professionals provide technical assistance to individuals and organizations.

From the Tier 1 technicians, IT issues, and more challenging questions get escalated up through Tier 2 and Tier 3 IT support. Generally, Tier 3 is reserved for the most highly trained or experienced IT support professional in the company. We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You https://remotemode.net/ will answer queries on basic technical issues and offer advice to solve them. Even if you aren’t using HubSpot’s tools, you can complete their academy lessons for general customer service skills. For example, the “Customer Success and Account Health Checks” training teaches participants how to use help desk tools to monitor and manage customer relations.

Help Desk Technician Salary

If you haven’t honed your ability to perform well under pressure, it may be extremely distressing. Multitasking is prioritizing your obligations and remaining focused on the job at hand without becoming sidetracked. Furthermore, having confidence in both technical and non-technical abilities can improve your help desk certifications capacity to operate successfully under pressure. Take one or two soft skills courses every year, as well as any technical courses related to your work function, to improve your skill level and confidence. It entails making the most of your time in order to provide the greatest value to your end consumers.

Others work outside of traditional work hours so that they don’t tie up the networks or systems while other employees need to access them. If you work for an organization that offers 24-hour help desk support, you have the option to choose an overnight shift. – This is an important step because it helps the technician know how much the client will be able to assist in resolving the issue from their end.


If you’re interested in getting a college degree in an affordable college for help desk specialists – California State University – Bakersfield is an excellent option for you. If your SAT or ACT score aren’t as high as you’d like, you can look at Oklahoma Wesleyan University, as the admission requirements aren’t too selective. On the other end of that spectrum are the Stanford University, University of Pennsylvania and Northwestern University. A degree gives you a thorough knowledge base but it doesn’t necessarily equip you with hands-on skills that translate well to a job. You can also explore salary data on sites like Glassdoor and Indeed. They will also give you a range so you can see not just the average but what the top earners in positions like this can make.

how to become it help desk