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Top 5 help desk technician interview questions with detailed tips for both hiring managers and candidates. Another quality every help desk technician should possess is the ability to pay attention to detail.

  • It helps you to connect with employers who are seeking candidates with the appropriate skill sets.
  • The more eager you are to genuinely help someone, the more of an asset you will be considered for an organization.
  • When looking for a job with an IT help desk, you need to remember that managers are not just looking for someone who can handle massive call spikes and churn through calls as quickly as possible.
  • Help desk technicians are vital to the IT workforce, as they keep the technologies that organizations rely on to do business up-to-date and running smoothly.
  • Google offers a Google IT Support course teaching customer support fundamentals to participants who may not have a background in IT or customer service.
  • These jobs not only help you connect with customers but also help lay a strong foundation of technical knowledge which will stick with you for the rest of your professional life.

Support engineers often learn on the job and cater services to specific businesses, software, and hardware. FieldEngineer can provide your business with a certified IT help desk engineer.


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. The client might open a ticket on the organization’s website, where they describe the complaint or question. Depending on the organization’s workflow, the help desk support person usually spends some time opening and responding to these tickets. They may need to research the problem before contacting the client with a resolution. When the client’s issue gets resolved, the help desk support person records a description of the interaction and resolution.

how to become a help desk engineer

Irrespective of how long their rant goes on, you must be patient and listen carefully so you can understand the issue. https://remotemode.net/ Once they have had a chance to vent their frustration, then you can begin to show them how to resolve the problem.

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This IT support training is geared towards beginners, so no prior experience is required. It is suitable for fresh graduates entering IT support career or current IT help desk technicians looking to expand their knowledge.

The What They Do tab describes the typical duties and responsibilities of workers in the occupation, including what tools and equipment they use and how closely they are supervised. Network and Computer Systems Administrators Network and computer systems administrators are responsible for the day-to-day operation of computer networks. Computer Systems Analysts Computer systems analysts study an organization’s current computer systems and design ways to improve efficiency. He developed seminars and course materials for the first industry-accredited help desk certification. More recently, he contributed to A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition. This section of the course will examine disaster recovery procedures, creative problem solving, and support processes.

The skills taught in these lessons apply to any customer service team using help desk software. In addition to HubSpot’s free help desk, HubSpot Academy offers free, online training that helps you get familiar with its customer service tools. The “Understanding Help Desk” course breaks down each tool in the ServiceHub suite and explains how your reps can use each feature to save time and automate functions. 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.


If you want a college 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. 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.

To calm them down and earn their trust and confidence, you’ll need to adopt a patient attitude. Empathy doesn’t come naturally to everyone – it is a learned skill.

It discusses some common threats most devices are exposed to and provides some best practices for securing valuable data. 92% of consumers expect your company to protect their information, and with this training, you can meet customer demand and differentiate your service team from competitors. Axelos offers a popular ITIL Foundation training course teaching participants the basics of customer support and how to use help desk tools. ITIL shares the best practices that are used when providing IT services to consumers. This course explains each best practice and provides exercises that help service reps master the ITIL approach. Fortunately, there’s training that can teach your team how to use a help desk to optimize their workflow.

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A friendly approach works best because it makes customers feel assured and that they are in good hands. Being able to technically evaluate a scenario is essential for resolving end-user issues and excelling as a help desk technician. To properly assess an end user’s problem, you must ask specific questions about what they are experiencing. Consider yourself a detective who must gather the necessary facts in order to correctly examine any given technical issue.

Most employers prefer candidates with certification, as it demonstrates your proficiency in IT services and commitment to your profession. Even if you pursue post-secondary education, a certification helps you better prove your qualifications. Consider pursuing a credential in general IT support services or a specific program, especially if the company you want to work for uses the program. In addition to managing support tickets, a help desk technician may maintain an organization’s computer systems.

Help Desk Engineer Work Environment

The salary of a help desk engineer can vary depending on their level of education, years of experience, and the company they work for. Help desk engineers who work in the IT industry typically make more money than those who work in other industries. Help desk workers that are empathetic can connect with their customers and make them feel understood. Active listening abilities are the easiest method to become more sympathetic. When actively listening, you should be able to repeat what has just been spoken. As you improve your active listening abilities, you’ll realize that end-users will give you almost all you need to know to solve their problem. This not only increases empathy but also allows you to acquire more knowledge while asking fewer questions.

I also know someone who went from being totally broke to becoming a senior network engineer with a 6-figure salary within 24 months. That guy went on to become a systems engineer for some of the top tech giants of the world. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

how to become a help desk engineer

The Job Outlook tab describes the factors that affect employment growth or decline in the occupation, and in some instances, describes the relationship between the number of job seekers and the number of job openings. Customer Service Representatives Customer service representatives interact with customers to handle complaints, process orders, and answer questions. Computer Network Architects Computer network architects design and build data communication networks, including local area networks , wide area networks , and Intranets. Occupational employment projections are developed for all states by Labor Market Information or individual state Employment Projections offices. All state projections data are available at Information on this site allows projected employment growth for an occupation to be compared among states or to be compared within one state. In addition, states may produce projections for areas; there are links to each state’s websites where these data may be retrieved.

Empathetic help desk technicians can better connect with their end users and make them feel understood. To be a successful help desk technician, you must have business awareness. This means immediately asking an end user where they are calling from and about their role within the company. Knowing this gives the help desk technician a gauge for how critical the end user’s problem is.

  • In-house roles require you to work in a traditional office and may involve providing in-person support to employees, especially if you work for a smaller company.
  • Because technicians are continuously inundated with inquiries and concerns, it may be a stressful workplace.
  • Communication skills are important for computer support specialists.
  • An IT help desk is essentially a tool to help organize customer queries and complaints.
  • The goal with help desk technicians is to turn a potentially frustrating experience into a seamless one.

If there is anything being said here it should be that anyone can pursue IT-related careers, even if they majored in something completely unrelated — especially art-related backgrounds. The most important skill for a helpdesk technician is their ability to communicate and listen well. Many computer support specialists advance to other information technology positions, such as information security analysts, network and computer systems administrators and software developers. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales.

There are some hiring managers who are not aware of the most recent tech news, and holding such an accreditation, or having once held them can still indicate proficiency. You will still see some of these certifications as a requirement or at least a preference in some job listings. A CompTIA A+ certification demonstrates solid proficiency with computer hardware, while a Microsoft IT certification such as an MSCE indicates a deep knowledge of the Microsoft operating system. 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.

To achieve this common goal, you shouldn’t shy from using teamwork, and should feel empowered and comfortable enough to reach out to other members of the team when need be. The customer is relying on you when they reach out for a helping hand. In addition, the rest of your team is relying on you to do your job and do it well.

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. Diploma programs for help desk analysts are rare, but many community colleges and technical schools offer related certificate… 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. Research and compare the top-rated help desk technician training programs online and in your area. Help desk technicians are vital to the IT workforce, as they keep the technologies that organizations rely on to do business up-to-date and running smoothly.

With at least one year of experience in this kind of position, you will likely be able to honestly claim to have both of the required attributes necessary for an IT help desk position. CompTIA is an online training provider offering an array of career-building training programs. Its CompTIA A+ course how to become a help desk engineer 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. IT certifications in support can vary between college courses and apprenticeships.

But, there are also people who skyrocket through the industry as if they were cruising through outer space. All these roles have a lot of churn so there should be plenty of opportunities to move up in your company –no need to get your resume out there yet. So if you’re already there, just make sure your name is “in” so it can be considered for upcoming openings. 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. Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible.

Using Various Communication Methods

This motivates reps to complete the course because they see the tangible value of obtaining the certification. Customers come to the help desk of a business because they aren’t able to find solutions themselves. Oftentimes they’re not tech-savvy and may have already spent a great deal of time trying to find and get help from a representative, so they’re already not in the greatest mood upon first interaction. You have to be patient with customers as they come to keep them calm and solve their pain points. If you’re interested in training to help you level up in the field we can share with you information about our programs.

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