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Help Desk Technicians provide technical support for PC end-users.

Help desk technicians are vital to the IT workforce, as they keep the technologies that organizations rely on to do business current, and running smoothly.

IT help desk technicians provide technical support and troubleshooting services to end-users who need assistance with their computer hardware or software. There are two chief types of help desk technician: In-house and Remote. Remote help desk technicians support technology customers via phone, online and occasionally on-site. In-house technicians only provide support for internal employees.

Help desk technicians need a deep understanding of computer hardware and software. Strong communication skills are also essential, as help desk specialists must be able to effectively communicate solutions to both technical and non-technical end-users. The IT help desk career path is ideal for methodical problem-solvers with an aptitude for learning and quickly adapting new skills. Patience, resourcefulness and a desire to help others are desirable virtues in technical support and help desk roles.

Many IT pros begin their career as help desk technicians because of the low experience and education requirements, then as they’re exposed to new IT disciplines and technologies they discover their niche and branch out into other IT careers, such as network administrator, DBA or IT security specialist. Other technicians will remain at the help desk and leverage their experience to become a help desk technician manager.

a.k.a. Desktop Support Technician | Technical Support Specialist | Systems Administrator | Computer Support Engineer | IT Support Specialist | Field Service Technician | Enterprise Support Technician | Desktop Support Analyst

IT HELP DESK TRAINING

 

Help Desk Technician Skills
Help Desk Technician Salary
Help Desk Technician Education Requirements
Help Desk Technician Training and Degrees
Find IT Help Desk Schools by Zip Code
Help Desk Technician Certifications
IT Help Desk Technician Jobs
Help Desk Technician Job Outlook

 

Help Desk Skills & Responsibilities

Typical day-to-day duties and in-demand skill sets for IT help desk technicians include:

  • Help desk technicians diagnose PC errors and provide technical support.
  • Help desk technicians troubleshoot software, hardware and network issues.
  • Help desk technicians train end-users how to setup and use new technologies.
  • Help desk technicians backup and restore an organization’s data files and folders.
  • Help desk techs install, configure and upgrade PC software and operating systems.
  • Help desk technicians clean and repair computer hardware, such as keyboards and printers.
  • Remote IT help desk specialists provide technical support over the telephone or Internet.
  • Remote help desk technicians may use specialized help desk support software to take remote
    control of end-users’ computers to troubleshoot, diagnose and resolve complex issues.

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Help Desk Technician Salary

  • Help desk technician average salary (USA): $46,000
Help Desk Technician Salary $46,000

 

Average starting wages for help desk technicians and related positions:

  • Help Desk Technician Tier 1: $35,000
  • Computer Repair Technician: $37,000
  • Help Desk Technician Tier 2: $43,000
  • Help Desk Technician Tier 3: $52,000
  • End-User Support Specialist: $53,000
  • Desktop Support Specialist: $54,000
  • Technical Support Specialist: $59,000
  • Application Support Specialist: $63,000
  • Lead Help Desk Technician: $67,000
  • Windows Systems Administrator: $71,000
  • Technical Support Manager: $76,000
  • Senior Systems Administrator: $83,000
  • Senior Windows Administrator: $89,000
  • Senior Linux Administrator: $89,000

The hourly wage for help desk technicians ranges from $12 to $44 per hour, depending on location, technical specialty, experience level, and certifications held.

Explore a deep dive comparison of IT help desk & technical support salaries.

Sources: Indeed.com | U.S. Bureau of Labor Statistics

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Help Desk Technician Education Requirements

A college degree is not typically required for entry-level help desk positions, however it may help you get the interview and job faster – and at a higher pay grade – than candidates with no degree. For those who pursue a formal education, degree programs in computer information systems (CIS), help desk administration, technical support, and network administration all provide a solid base for the help desk technician career path. If you want an accredited education, but not the time and expense of a 2- or 4-year degree program, consider a specialized certificate in PC repair or IT/help desk support.

Marketable skill sets to look for in a help desk technician degree program include PC repair, network management, OS deployment and configuration, information security, desktop and mobile device troubleshooting, and soft skills like customer service and verbal and written communication.

For help desk technicians, IT certifications offer a viable alternative or compliment to an accredited degree program.CompTIA’s A+ and Network+ certifications are an ideal place to start, as they introduce the essential IT domains and provide valuable insight into IT infrastructure. The A+ curriculum even includes a solid customer service component – a key element in today’s business-focused IT job market. The next step in your help desk certification track may be mastery of a popular operating system, for example Microsoft’s MCSA: Windows 8 and MCSE: Desktop Infrastructurecredentials.

With the recent advent of sophisticated online simulations, and PC hardware packages which can be mailed to remote students, help desk technician training works well in a distance learning format.

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