Help Desk Analyst Careers

It may be necessary to receive additional education, an advanced degree such as a Master’s Degree in a related field, or special certifications in order to advance your Helpdesk Technician career path. As businesses grow, their need for competent help desk support will grow. While in recent years some traditional help desk tasks have been outsourced, there will always be a desire for onsite support within Become a Help Desk Engineer every large company. Help desk support specialists are needed across all industries and can create a niche skillset by learning and specializing more in certain types of technology, systems, or hardware. Software development, computer network architecture, and computer programming are other possible professions those working on the IT help desk or in other entry-level IT positions can pursue.

Most major hardware and software manufacturers, such as Microsoft, Dell and HP, also offer certifications relating to their products. Before obtaining any of these certifications, it’s important to find out what’s most helpful for your particular career path of interest. Many of the skills you’ll learn can qualify you for a number of positions. Jobs in IT are exceeding the average rates of all other occupations, according to the Bureau of Labor Statistics, with 13 percent growth expected from 2020 to 2030. Even if they do not specialize in IT, every company needs customer support, and it is a great way to gain experience working with computers before moving into the field of computer science or another related major. Help customers to resolve technical problems or malfunctioning in company products/services. There may be either perceived or actual deficiencies within the product/service that they are facing difficulties with.

You may work in-house for your company, or you could work remotely, servicing customers over the phone on the “help” line. Most likely, you are the first-level contact for customers – often through a customer service help line – and you’ll give them step-by-step instructions to help solve their problems using various diagnostic tests. At its most simple form, a help desk technician performs troubleshooting tasks on behalf of end-users within their company when they run into problems with applications, hardware, or network issues. The best way to train as a help desk technician is through hands-on experience. You will find that most employers are willing to train you on the job, or even provide some work-related training .

Average Help Desk Engineer Salary

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. For accomplishing this, technical support staff listens to what the customers have to say and then guide them accordingly through detailed steps on how they can fix their problem. So, learners can now earn up to 12 college credits for completing the program. This opens up additional pathways to help learners get the degree they need to move beyond the entry-level job and advance their IT career into more senior, higher-paying positions. Doing these three things will enable you to move up the ranks much faster than most people even dream of.

Become a Help Desk Engineer

GCE offers a welcoming environment where everyone is happy to help each other. We want to make a difference in our students’ lives, and it shows by the contribution management and we, the employees make every day. The company aims to be transparent with its employees and students by providing vital resources that help find answers to questions we might have. GCE also has an open-door policy which enables employees to talk to any member of management with ease and a welcoming attitude. We provide transparent programs, intuitive online learning technologies and well-established academic models that promote student success and institutional growth. Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.

Customer Support Representatives Must Always ask

It can be a negative environment as technicians are constantly bombarded with questions and problems. Engineers manage issues throughout their lifecycle, beginning from the first point of contact until it is resolved. During this process, they need to keep their clients abreast of the progress. With this Help Desk Technician job description sample, you can get a good idea of what employers are looking for when hiring for this position. Remember, every employer is different and each will have unique qualifications when they hire for a Help Desk Technician role. Customer support executives must always ask customers what is it that they need help with, what they can do to help, and what the customers want from them. This allows for a clear line of communication between the two parties, thereby encouraging faster resolution of the issue at hand.

Become a Help Desk Engineer

Ready to accept the technical challenge to monitor and maintain leading-edge and high-tech enterprise networks and security infrastructure. Global Operations provides itsinternational customerswithManaged Services, Advanced Security Projects and Consultancy by our offices inBrusselsBelgium,Kuala LumpurMalaysia andAtlantaUSA. Rasmussen University is not regulated by the Texas Workforce Commission. For additional information about Licensing and State Authorization, and State Contact Information for Student Complaints, please see those sections of our catalog. Just like with any career, those working the IT help desk will get better at this skill, eventually expanding their vocabulary for a non-technical audience. “Luckily, these challenges got easier with time and practice,” Ferdinando says. A strong working knowledge of computer systems, hardware, and software.

What your skills are worth in the job market is constantly changing. As an Helpdesk Technician, you may be required to choose a specialty within your field. Determine which part of the Helpdesk Technician field you feel strongest in, and continue taking active steps toward growing in your chosen Helpdesk Technician specialty. Want the opportunity to have a direct impact upon their team and the company. I have been in help desk for almost 2 years, I am currently still there and managing a few systems. I have watched people who started with me move up ever fast as I stay in the same spot and the truth is its discouraging that you work so hard but are unable to get noticed. I have been doing the latter which helps the department functions as a whole but my growth every day don’t start until after 6 PM .

Without the expertise of computer support specialists, many businesses and organizations would have difficulty operating. Help desk professionals are a vital part of most organizations, as they help keep computer downtime to a minimum. It’s a tech career starting point that requires you to listen well, have top-notch communication skills and walk into work knowing that each day will never be the same as the last. Top 5 IT technician interview questions with detailed tips for both hiring managers and candidates.

Job Satisfaction For Help Desk Technician

It’s so rewarding to help a student start such a momentous journey. As a company we have incredibly innovative ways at approaching problems. This requires creative solutions and our company supports people with those solutions. My co-workers have become family and we compliment each other in our work style. This is the company that I worked at that promotes and allows the freedom of ideas that I have expressed here. Every employee is made to feel valuable and given the opportunity to succeed with the incredible support of our management.

Grand Canyon Education is currently hiring a Help Desk Technician. Under general supervision, the Help Desk Technician is responsible for providing technology support for help desk calls and/or work orders. The Technician resolves calls while on the phone with the customer. Enters calls into tracking system, prioritizes calls, evaluates calls, resolves calls and escalates calls as needed, and follows-up with customers. Yes, you can get to a managerial or executive-level position—even a seat in the C-suite—from the IT help desk. It can be tough to see the top through all those rungs on the ladder, but the top is closer than you think.

Career Outcomes

They must have had hardware troubleshooting experience and be conversant with networking protocols and ITIL. Moreover, with the exponential adoption of mobile devices, there will be a need for more Service Desk Engineers to provide support services.

Within two years you should expect to go from helpdesk to desktop support and from desktop support to junior administration. This is something anyone can easily do if they know what to focus on. However, when you break into an entry-level role (whether it’s the helpdesk or something along the same lines), you need to figure out how to move up ASAP. 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. They should only be a way for you to break in and start moving up. Sure, it’s great if you’re just starting out and need to get some experience but, expecting to have a lucrative and fulfilling career in it is delusional. As an alumni and employee, Alexandra wanted to provide the same quality, prompt service that she received while she was enrolling at GCU.

Enjoy flexibility with offices in Brussels/Antwerp/Ghent/Rotselaar & Nivelles, a variety of events, sport at work and lots of activities. We spend more time at work then we do at home, that is why it is important that everyone feels at home. So we organize company and team meetings on a regular base so everyone is informed properly.

  • The median salary for computer support specialists, the Bureau of Labor Statistics says, is around $52,000.
  • Too many people get stuck in their entry-level positions, and usually, it’s due to the same mistake.
  • I have watched people who started with me move up ever fast as I stay in the same spot and the truth is its discouraging that you work so hard but are unable to get noticed.
  • Even during something as simple as a shift handover, help desk technicians collaborate with their coworkers.

Whether you want to stay at the help desk or move on to a new role, you will need to develop all these characteristics. Learn more about the 10 qualities help desk technicians should have in this on-demand webinar hosted by ITPro.TV. To succeed in their role, a help desk technician must be able to work with others toward shared goals, even if they work remotely. Even during something as simple as a shift handover, help desk technicians collaborate with their coworkers. Collaboration helps them deliver value and shouldn’t be underestimated.

This is hands-down the very best thing a person looking to break into IT — or in the early years of their career — can do. Someone with a cert in routing and switching could become a network engineer and make a great living. The best part is that if you’re feeling down or maybe even lost, you can get plenty of support. For instance, someone struggling to prepare for a certification or having a bad time at work can simply share part of their story with their community and be flooded with tons of positive messages. This may seem like a triviality, but having the privilege to rely on a supportive community can make a gigantic difference in your career.

It teaches learners how to interact with other roles and master specific performance skills. You can learn to successfully protect a computer network and gain useful skills in risk management, cybersecurity, and cryptography with Alison’s free online Network and Security courses. They have computer networking classes that teach about LANs and WANs as well as introduce the network architecture DevOps Engineer and protocols used in security. You can also take courses to understand the basic structure of both wired and wireless networks and their protocols. There also have Microsoft Digital Literacy courses that can teach you the risks and threats to computer security and privacy, and more. Anyone interested in learning and becoming a system admin can check out what’s in store here.


An IT services company in Colorado sought a help desk analyst with experience supporting computer hardware, networks and software over the phone. The employer preferred applicants with CompTIA A+ certification, as well as experience with Microsoft desktop applications and servers. IT professionals who choose to be patient with themselves and others are better equipped to swiftly get to the bottom of problems and discover solutions. To be more patient, keep in mind that your end customers are not as technically savvy as you are. This will help you maintain your calm and establish a connection with them. Keep in mind that some folks will have to wait a long time to speak with you.

  • Working at a help desk is a great way to gain knowledge of various hardware and software platforms, as well as develop problem-solving and communication skills.
  • Humility and the capacity to accept constructive criticism from peers are required for a readiness to learn.
  • Network administrators usually need experience managing specific types of servers and devices, as well as a bachelor’s degree.
  • To become more patient, remember that your end users are not as technically skilled as you are.
  • Candidates and future employees should bring to GCE a desire and passion to help shape the future of education at the primary, secondary, and higher education levels.

Gladly makes support easy by enabling your customer service agents and technicians to be able to move seamlessly between channels. Life-long conversation history and omnichannel support means your agents know exactly what problems a customer is experiencing before the point of contact.

We are proud to say we can offer global protection with local expertise and support our customers throughout the entire threat lifecycle. Orange Cyberdefense is the expert cybersecurity business unit of the Orange Group, providing managed security, managed threat detection & response services to organizations around the globe.

Please note, by joining our Talent Community, you are not applying for a position with GCE. Rather, this is an additional way for our Talent Acquisition team to find candidates with specific credentials, if an opportunity arises. You are still encouraged to regularly check back on our career site or sign up for Job Alerts to apply for openings that are a match for your background. According to the Bureau of Labor Statistics, the number of help desk analyst jobs is likely to increase by 10% until 2028, indicating a positive outlook for this position.

  • Understandably, they may have a short temper when they finally reach you.
  • Engineers carry out an assessment of issues thoroughly with end users to aid in the first point of contact problem resolution.
  • Because technicians are continuously inundated with inquiries and concerns, it may be a stressful workplace.
  • This is a place where you are free to be yourself, you have the opportunity to work hard & enjoy it while getting all the support of peers and leaders.

Computer technicians enjoy a comfortable, indoor work environment. Many positions Computing require that you report to the same office location every day.

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Completes required Help Desk training to enhance and improve support. Find out how different WGU is about personalizing and supporting your education.

The course is instructed by Tareq who is an IT Professional with over 12 years of experience. He is very knowledgeable in his field and brings his knowledge and experience to this course.

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