Help Desk Technician Job Description & Resources

„Laptops,” „Escalate,” „Desk Support,” and „Mac” are skills that have shown up on Help Desk Engineers resumes. Additionally, Senior Infrastructure Engineer uses skills like Cloud, AWS, Powershell, and Puppet on their resumes. Before becoming a Help Desk Engineer, 51.1% earned their bachelor’s degree. When it comes down to graduating with a master’s degree, 6.3% Help Desk Engineers went for the extra education. If you’re wanting to pursue this career, it may be possible to be successful with a high school degree. But about one out of every six Help Desk Engineers didn’t attend college at all.

It’s our aim for further substantial growth over the next 5 years and with our sights set on our ambition, there are opportunities for career advancement within our thriving, award-winning professional organisation. Through our innovative software, we produce market leading, large-scale, distribution and supply chain software products used by customers worldwide. Container Terminal Operations Use state-of-the-art simulation techniques to address and explore your new/existing fleet or new business developments. We deliver solutions and software for maritime and inland container terminals. Industrial Automation Deploy turnkey solutions in a wide range of demanding industrial environments that deliver superior performance, longevity and return on investment. A help desk is a consolidated platform where customers can reach for any type of queries, requests, or issues.

How Much Can They Earn As An It Help Desk Engineer?

Daniel Greenspan is an IT education specialist and the founder of ITCareerFinder. The hourly wage for help desk technicians ranges from $12 to $44 per hour, depending on location, technical specialty, years of experience, and certifications held. This individual will be part of a team implementing how to become a help desk engineer and supporting the tools and technology that drive a fast-paced environment. Core IT help desk software features include IT ticket management and risk detection. It also simplifies and automates service requires which helps to boost productivity and reduce support workload.

A Help desk technician provides technical support and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software. A help desk technician responds to customer queries to provide technical assistance. Service desks may include more or less than this, but the point is that they are a robust, service-focused, and customer-centric way of delivering help from IT to customers. Many companies require new technical staff to begin at the service desk before moving into other technical areas of a company. This provides an overview of how the organization works and what the customer expects from the technical department that can only be learned with hands-on experience. A service desk engineer typically works multiple shifts during a month. Most companies provide round-the-clock customer support and technical engineers typically manage this support.

What Is The Best Help Desk Software?

These internal help desks generally provide IT support for all IT hardware, software and networking products in use in the organization. We’re looking for a savvy IT Help Desk guru to provide support to our Irvine office and our remote-first team. In this role, you will handle a wide spectrum of IT issues and have the opportunity to gain solid foundational skills within a creative and fun office environment. Many offices provide desktop support internally, especially when they need to monitor or manage networks. Most employees use the same hardware and software within the office, making desktop support much easier to provide. Having both a help desk and tech support available in your business is a simple way to keep things running efficiently. If tech support was responsible for answering every call for help and dealing with basic questions in addition to their more specialized work, they wouldn’t have the time needed to manage their tech support duties.

  • A strong working knowledge of computer systems, hardware, and software.
  • Provide level 2 support for internal customers on standard operation of core systems.
  • Because of this, it’s critical that help desk technicians possess specific qualities.
  • Manage VOIP phone user, hunt groups, short codes, incoming call routes, time profiles, and auto attendants.

When the customer support professional can’t resolve a request, the next step is to route the ticket to another team member or escalate it to a next tier level. Escalation of a ticket should only occur after initially responding service desk staffers exhaust their own resources for solving a customer problem. From the comprehensive discussion above, it must be clear by now that both help desk and technical support are the two crucial pillars of customer support service.

Level 4 Analytical Or Manager Role

Even though Help Desk Engineers and Desktop Support Specialists have vast differences in their careers, a few of the skills required to do both jobs are similar. For example, both careers require Technical Support, Troubleshoot, and Active Directory in the day-to-day roles. Interface with in-house customer service and user setup personnel to determine solutions. An IT help desk job salary can depend on the company and where you work. Rewarding IT careers often begin on the help desk and the support field is booming at the moment. Many businesses are continuing to expand their operations and need to invest in technology in order to support this growth.

what is help desk engineer

When they eventually reach you, it’s understandable that they’ll be irritated. You must be patient in order to calm them down and win their trust and confidence. Help desk personnel regularly work with other IT experts to resolve end-user concerns. A help desk technician must be able to collaborate with others to achieve common goals, even if they operate remotely. Help desk personnel communicate with their peers even during routine tasks like shift changeover.

Ways To Enhance Customer Support & Satisfaction

Help desk technicians must maintain a strong relationship with other colleagues as well as with the management. BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. In the U.S., the average salary for a service desk role as of February 2020 is $52,488 per year, based on self-reported data. The low end hovers in the mid-30s, but more experienced and advanced roles, including analysts and managers, can easily earn in the $65,000-$80,000 range.

This means that the top-earning Help Desk Engineers make $66,000 more than the lowest-earning ones. Manage and maintain consistency of software configurations for the Citrix & VMWare environments. Then choose from 10+ resume templates to create your Help Desk Engineer resume.

Help Desk Engineer Resume Examples

In fact, they’re 7.8% more likely to earn a Master’s Degree, and 0.3% more likely to graduate with a Doctoral Degree. On the topic of education, Desk Support Technicians earn similar levels of education than Help Desk Engineers. In general, they’re 2.8% less likely to graduate with a Master’s Degree and 0.6% less likely to earn a Doctoral Degree. Now we’re going to look at the Desk Support Technician profession.

  • His passion for working with people on creating value and opportunity has helped increase ROI Call Center Solutions revenue by 19.2x since his tenure.
  • He is the person responsible for enabling and disabling passwords for computer software used by a company.
  • On average, Desk Support Technicians earn a $30,263 lower salary than Help Desk Engineers a year.
  • The engineer needs to have a strong professional phone etiquette and a good knack for solving technical problems over a phone.
  • From 2014 to 2024, the BLS projects an increase of 12% for computer support specialists, with 88,000 net new jobs expected during that 10-year period.
  • While Help Desk Engineer responsibilities can utilize skills like „Escalate,” „Java,” „Sharepoint,” and „III,” some Desk Support Technicians use skills like „Email,” „Phone Calls,” „Android,” and „Sccm.”

Work with InfoSec on implementing security initiatives across the company. Maintain conference rooms and collaboration tools used in the company. Responsible for all IT related onboarding and offboarding procedures including account creation, laptop setup, and user provisioning. Now, we’ll look at Senior Infrastructure Engineers, who generally average a higher pay when compared to Help Desk Engineers annual salary. When it comes to education, Information Engineers tend to earn higher education levels than Help Desk Engineers.

Pluralsight Courses & Certification Prep

You can change your consent settings at any time by unsubscribing or as detailed in our terms. Monitor and respond quickly and efficiently to requests received through the IT helpdesk. Use our online hiring platform and get a candidate shortlist immediately. Contact candidates independently to set up interviews and bring your top choice on board. We’ll promote your job, attract top talent, conduct initial evaluations and help you bring the right person onboard.

what is help desk engineer

Both hands-on learning and practical knowledge are truly what the help desk needs. Help desk technicians work at the help desk, therefore their main task is to help of course. That’s a simple way to never forget that their entire role is oriented around the experience of the customer. Their daily work includes interacting with clients which requires being pleasant and having supportive social skills. An ideal support team will collaborate and help each other when others are confused or needing to update their skillset.

These skills are vital for troubleshooting the technical issues a customer is having. Help desk support professionals are the go-to individuals for the computer system, hardware, and software technical help and support. They are in charge of responding to inquiries and resolving system and user issues in a fast and professional way. Help desk assistance collaborates with the IT staff and frequently interacts with system and computer users throughout the organization.

These employees provide phones, laptops, and computer support for an entire organization. The service desk staff typically handles the technical issues that are reported by the employees of a company. It is the responsibility of a Help Desk Engineer to provide technical assistance and support to customers with regards to their computer systems, hardware or software issues. The job description entails running diagnostic problems, isolating problems and implementing solutions.

Discover How Your Pay Is Adjusted For Skills, Experience, And Other Factors

Technical support representatives are more focused on taking the problems head-on. They aim to resolve technical issues as quickly as they can, and hence, technical support members listen to the customers to help them “fix” the problems they are facing.

When you are actively listening, you should be able to repeat back what was just said. It can be a negative environment as technicians are constantly bombarded with questions and problems. Help desk technician is the first job role many IT pros find themselves in and is often a steppingstone to other job roles. A strong start on the help desk can set individuals up for a successful career in IT. Browse campus & online degrees, vocational certificates and self-paced courses matching the help desk technician education requirements and career path. The IT Help Desk Engineer will be responsible for L1 support of all user tickets, inventory management, hardware procurement, and deployment of IT equipment across the organization.

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