These IT pros ensure the smooth operation of software and hardware products for employees within an organization and customers outside of an organization. We are looking for a customer service oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas.
- Modern approaches such as Shift Left advocate for the reduction in these layers, by bringing the support closer to the user.
- Popular third-party tools for help desk support include Zendesk, Salesforce, and BMC Helix, among many others.
- Some service desks have specialized functions which limit routing and reduce response time.
- Using our career map, a help desk engineer can determine their career goals through the career progression.
- Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1.
We calculated that 8% of Help Desk Engineers are proficient in Troubleshoot, Help-Desk Support, and Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills.
How to Become a Help Desk Technician
For example, they could start out with a role such as systems administrator, progress to a title such as information technology manager and then eventually end up with the title information technology director. We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Support personnel help desk engineer with deep knowledge of the product or service, but not necessarily the engineers or programmers who designed and created the product. Popular third-party tools for help desk support include Zendesk, Salesforce, and BMC Helix, among many others. Technical support often contributes to or supports a company’s overall customer service philosophy, so the team or department may straddle the technical world of IT and the practical side of customer service.
Many companies hire entry-level employees without requiring a college or advance degree, and they’ll train you on the job. An IT help desk engineer can expect to earn something between $55,000-$65,000 annually. At FieldEngineer, we vet all our IT help desk engineers according to skills and certifications, ensuring we find you the right person for the job. An IT help desk assists all users in troubleshooting a number of IT problems and issues. An IT helpdesk engineer can also earn a good salary and IT help desk jobs are always in demand. In general, desk support technicians achieve similar levels of education than help desk engineers.
Essential Skills and Qualifications for IT Support Jobs
And while that’s fantastic news for those getting started in their tech careers, the even better news is that there is limitless growth potential when you work in technology. For example, an entry-level tech support job could lead to other positions like computer programmer or database administrator (DBA). The scope of an IT server technician role can range depending on the size and type of employer. Some server technicians work full-time to oversee the server systems of a specific organization, while others operate on a contract basis and are called in when needed. When IT pros choose to be patient with themselves as well as with others, they are better able to quickly get to the bottom of issues and find solutions. Being able to technically analyze a situation is key to solving end user problems and shining in the role of help desk technician.