The job allows you to get your foot in the door for higher positions, such as an IT manager, a network administrator or an IT security specialist. A help desk support professional is often the first point of contact for people who need help using their electronics or network. Some of your responsibilities relate to customer service while others have to do with technical fixes.
Also, be sure to highlight any special benefits that you offer such as work from home options, extra PTO, or fitness/gym reimbursements. Intro Paragraph Start your help desk job description with an introduction to your company or service. You’ll want to stress the positive qualities you offer to employees and why a job seeker would want to work for you. Take this chance to make your position stand out from other competing job listings, by painting a picture that makes it easy for potential candidates to imagine working for you. 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.
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Similar job titles include help desk engineer Customer Support, Software Support, Desktop Support, Help Desk and IT Support Engineer. Learn to troubleshoot problems with hardware and software, including desktop applications, web sites, and mobile apps. Repair computers, install software applications, and resolve user questions.
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IT support specialists work with many other technical and non-technical roles within an organization. On the technical side, IT support specialists can work with network administrators or cybersecurity specialists as they troubleshoot issues and information systems. On the non-technical side, IT support specialists are the first point of contact for end users when they have problems with technology. Job titles with similar responsibilities include IT specialist and technical support specialist. IT support analysts may be asked to create and document department procedures and best practices for distribution among the entire organization. They are typically operated by a company or organization to provide assistance to customers or employees.
- Help Desk Engineers provide technical help to non-IT computer users.
- This means customers are given automated ticketing to ensure their query is directed to the right help desk support engineer.
- These processes will include collaboration with other ePS engineers to support resolution.
- Excellent verbal communication skills are also important, as well as analytical thinking skills.
- Their primary intention is to ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with.
- I was going to go the self taught route but I came across their website and it seemed like a cost effective alternative.
Key Responsibilities of a Desktop Support Engineer
As you gain additional experience, you’ll be eligible to take on more responsibility. If you work as a liaison between an IT department and the employees of an organization, you may earn a higher salary than a computer user support specialist. Computer network support specialists earn a median annual wage of $65,450. An IT Help Desk Technician is a professional who provides technical support and assistance to customers, whether on the phone or in person. Their primary intention is to ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with.
Help desk engineers and engineers have different pay scales, as shown below. Enter into your new industry with confidence after using our resumé services and interview assistance. Career consultants and interview coaches are available to you after receiving your certificate to help you get your dream job. I just know that being an engineer takes more than restarting servers. But since your company doesn’t care, then I’m not sure that I would either.
The role of IT support professionals is integral to the success of technology operations within organisations. By understanding the responsibilities, challenges, and skills required, both aspiring professionals and organisations can better support their service desk teams. This ultimately leads to improved service quality, user satisfaction, and a more efficient IT environment. The service desk is typically the first of level support needed, but it can have built-in escalation routing to provide assistance outside of technical support. IT help desk jobs typically involved troubleshooting general IT problems.
- Knowing this gives the help desk technician a gauge for how critical the end user’s problem is.
- You’ll discover as you develop your active listening skills that end users will tell you just about everything you need to know to solve their problem.
- For example, help desk support at a wireless phone company assists smartphone holders when they have problems with their devices.
- It uses ticketing services that assign customers to the right person to help.
- Both solutions handle communications with your customers while managing incidents and service requests.
- Someone with an applicable degree may be eligible to earn a higher salary than someone with no education in the field.
Qualifications for a job description may include education, certification, and experience. Help desk representatives usually don’t get the chance to fully familiarize themselves with your business, limiting their ability to provide full business process support. Their primary goal is to get your customer’s specific problem resolved as quickly and efficiently as possible. Need IT support for your business and wondering which flavor to choose, help desk or service desk?
Other technician roles, like data support technician or IT server technician are similar in that they are focused roles. For instance, data support technicians typically maintain computer networks or provide technical support directly to users. Similar to help desk technicians and field service technicians, they support others remotely or in person. Desktop support specialists are generally considered an entry-level role within an organization and often report to senior IT pros like a systems administrator (sysadmin) or IT manager.
This includes issues requiring functional and technical application support with specific business processes and service issues. The engineer categorizes the incident, identifies a resolution (if possible), and documents the resolution in BMC Helix. These processes will include collaboration with other ePS engineers to support resolution.
They allow businesses to track and identify issues and resolve underlying problems. IT help desk software is also used in order to streamline the ticketing process. This means customers are given automated ticketing to ensure their query is directed to the right help desk support engineer. There are many opportunities for career growth beyond the IT support function since IT support specialists have fundamental knowledge in many areas.
IT certifications in support can vary between college courses and apprenticeships. Support engineers often learn on the job and cater services to specific businesses, software, and hardware. Let’s take a look at the many different job titles that can fall under the IT support specialist framework, how they can differ and what skills you need to succeed in these jobs. The good news is that this family of IT job titles is not only a substantial part of the tech world, but it’s a great place for entry-level jobs and support jobs pay well too. Virtual Lab provides hands-on, real-world practice using your newly gained skills on projects defined by industry experts, adding practical experience to your resume.
