Often working remotely, they will respond to user inquiries about hardware or software issues, assess the situation and help resolve the issue. Many times, help desk analysts will use screen sharing software or remote access software to work through the user’s problem in real time. This is a 10 lecture course designed for training those who wish to move to IT Support or customer service roles. It aims to deliver guidance and introductory knowledge in IT related topics such as Troubleshooting, Active Directory, Password Management and Basic Networking.

To improve your job prospects as a help desk technician, bolster your skill set with topics like cloud engineering and cyber security, two of the decade’s hottest IT disciplines. As for specific industries to focus on, health care has an accelerated need for IT support and help desk specialists. 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.

Help Desk Technician Salary

Hearst Newspapers participates in various affiliate marketing programs, which means we may get paid commissions on editorially chosen products purchased through our links to retailer sites. Finally, they must able to explain technology to individuals from non-technical backgrounds. Engineers support the field staff by catering to the requirements of their mobile devices. They maintain documentation https://remotemode.net/ of existing activities through weekly/monthly status reports and incident reports and records. They will act as intermediaries between their organization and its clients by continuing to take ownership of the problem and ensuring that it has been appropriately prioritized and is getting due attention. Consent to the collection and processing of data by Spherion for the purpose of job notifications.

• This IT support training is geared towards beginners, so no prior experience is required.
• This course covers how to use ServiceNow to build and manage workflows in your organization.
• For many people, Technical support and help desk positions are the traditional points of entry into IT.
• If you’re at an entry-level role, consider making it a goal to land one of your near future positions at a VAR.
• You can also work for a customer and still perform projects, but you won’t get as much experience as you would working for a VAR.

Technology is always changing, so it’s important for help desk engineers to stay up to date on the latest developments. Technology news sites and blogs can provide helpful how to become a help desk engineer information about new products and services that may interest you. Reading these sources regularly can also help you keep informed about changes in your industry.

Become versed in the full stack of networking technologies

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.

Help desk engineers need to have strong customer service skills and be able to think critically to solve problems. If you are interested in becoming a help desk engineer, this article will explain what the job entails and the steps you need to take to pursue this career. A bachelor’s degree is the minimum education requirement for help desk engineer positions. A computer science or information technology degree program will provide you with the necessary skills and knowledge to work in this role. Courses in these programs cover topics like software development, data structures, operating systems, programming languages and algorithms. A help desk engineer is responsible for providing technical support to customers or employees who are experiencing problems with their computer systems. They use their knowledge of IT systems to resolve issues related to hardware, software, networking and more.

About the Position

Help desk engineers make the most in New Jersey with an average salary of $70,311. Whereas in Connecticut and Pennsylvania, they would average $67,522 and $65,027, respectively. While help desk engineers would only make an average of $64,404 in Massachusetts, you would still make more there than in the rest of the country. We determined these as the best states based on job availability and pay. By finding the median salary, cost of living, and using the Bureau of Labor Statistics’ Location Quotient, we narrowed down our list of states to these four. Finally, you must be able to explain technology to individuals from non-technical backgrounds. Discuss job opportunities, and work to understand customer satisfaction and best practices for telephone communication skills.