Excellent communication skills, both written and oral, are required. The candidate must also be able to work with engineering and analyst teams and coordinate with government stakeholders. Previous experience as a Service Desk Engineer/Analyst for an integrated enterprise software system is highly desired. The candidate must be able to self-learn with moderate guidance from senior-level company leaders.
Swarming, which promotes teamwork over level-by-level escalation, encourages the initial point of contact seeing the issue through to resolution. They both help resolve IT issues, but service desks provide a much more comprehensive solution. Whichever option you choose, the key is knowing where you need support and having the flexibility to grow with your business needs. Listen carefully when users describe their issues and ask questions when necessary. Plus, you need to be able to explain complex technical jargon in simple terms when offering customer support to non-technical users.
We use a mixture of video tutorials/lectures and active quizzes to ensure that what you’ve learned really sets in. NB – These roles are expired and for examples of job descriptions for informational purposes and guidance only. For example, if your printer isn’t printing, you’d call a help desk. If all your printers are failing due to network communication issues, that’s an issue for tech support.
- The Director of the I/T Department has identified the need for a new network for the headquarters facility.
- FieldEngineer can provide your business with a certified IT help desk engineer.
- A help desk support specialist must have a solid foundation of technical knowledge and also excel at customer support.
- We have included helpdesk engineer job description templates that you can modify and use.
- Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.
- Both options focus on problem resolution without delving into overarching business process support.
Certifications for help desk support
It involves making the most of your time so that you can deliver maximum value to your end users. Help desk technicians who pay sharp attention to detail also tend to work well with second- and third-level teams and set a good value perception for end users. Growing in your willingness to learn will help you move beyond the help desk if that is your goal. It will also allow you to sharpen your help desk skills to better serve end users.
What is the career outlook for a help desk support professional?
Management and his boss told him that he can call himself whatever he wants BUT they will pay him for what he does. Call to Action Job ads that conclude with a compelling call to action tend to get the most responses. This sample job post will introduce your organization’s culture and values, while helping potential candidates understand how they’ll contribute from Day 1. Most customers you encounter will be naturally frustrated with their inability to solve their problems.
For example, help desk support at a wireless phone company assists smartphone holders when they have problems with their devices. Someone who works for help desk support may be responsible for training employees and troubleshooting computer, network and security issues as well. A help desk technician utilizes their IT knowledge and expertise in hardware and software to troubleshoot any problems users may encounter while using their computers. Aside from technical expertise, computer support specialists need to have quality soft skills and a patient attitude that can deal with all customer inquiries, no matter how small. Most of these jobs are considered entry-level IT positions and do not require a traditional four-year degree.
Types of Desktop Support Engineers
It can’t help with printers or networks, but it can help you install programs or get a broken computer running. Even now, a skilled help desk technician offering proactive support can earn between $46K to $67K per year. And the best part is that you don’t necessarily need a college education to pursue a career in this field. However, you’ll need certifications like CompTIA A+ or Network+ to be eligible for the role in almost any company.
Thus, you must differentiate yourself from the thousands of applicants you’ll be against. Organizations are constantly implementing, updating and upgrading their technology. Therefore, there are plenty of positions for help desk support people.
They solve a wide range of problems, from simple questions about how to access an application to complex errors affecting servers and networks. While some may work for large software companies or support service firms, others work in call centers. If an organization uses technology, they need technical support specialists. These IT pros are generally responsible for troubleshooting technical issues, maintaining operating systems and working with internal and external end users to ensure efficiency. And since every single type of business, organization or company today utilizes some form of technology, the need for technology specialists is huge.
Maintaining computer hardware and software systems are the main responsibilities of a desktop support specialist. These IT pros ensure the smooth operation of software and hardware products for employees within an organization and customers outside of an organization. At Auxilion, we are always on the lookout for qualified and experienced IT professionals, including service desk engineers. Check out our open roles on our careers page to view our current open roles, or reach out to us at
The most common new roles for IT support specialists are network administrator, cybersecurity specialist or IT project manager. What makes a field service technician different from an IT support specialist or a help desk support specialist is the fact that the work is primarily done in the field. This type of IT pro works at client sites or a customer’s home – like a cable company technician, for example.
Make sure each element reflects the job accurately in clear, simple language. You can also use your job description as an opportunity to introduce the culture and values of your organization. There are help desk engineer many qualifications available to you in order to progress within your role and between levels, or to another role, such as certifications in CCNA, CCNP, MCSA, RHCE and more. As a skilled help desk technician, you may often be called to offer technical support or troubleshoot complex software, hardware, and operating system faults.
- Now, before we dive into service desks, let’s compare help desks vs. other types of IT support.
- 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.
- Excellent communication skills, both written and oral, are required.
- A career as a help desk technician is about to become much more lucrative if technology continues to advance as it has in the past few years.
- Launching a career in IT support is a great way to learn a broad range of fundamental skills that will propel you into other avenues of technology.
Labs, periodic Master Classes, and access to an Online Professional Community allow you to solidify your technical expertise. Someone with an applicable degree may be eligible to earn a higher salary than someone with no education in the field. We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems.
