What Is a Help Desk Technician?

Dec 5, 2021

4 Min Read

A help desk technician offers technical support and assistance about computer systems, hardware, and software, whether over the phone, in person, or remotely. In addition, a help desk technician provides technical support in response to consumer inquiries.

Job Description for a Help Desk Technician

Help desk technicians play an essential role in the proper operation of any IT department and provide a vital service to consumers and clients. These professional technicians, who are often the first point of contact when a network problem arises, are knowledgeable in customer care and problem-solving.

A help desk technician has many responsibilities, including technology maintenance, IT assistance, troubleshooting, and solution identification.

Desk technicians may work in-house or as freelancers, and their daily tasks might vary depending on the nature of the issues brought by workers or consumers. For example, remote workers may handle client inquiries and problems through phone, email, or on-site visits. Still, in-house personnel only deal with internal systems and network issues affecting the workforce.

Day-to-Day Duties

An IT help desk technician’s typical responsibilities include:

  • Assisting consumers with technological issues. The most usual method is to communicate by phone or the internet;
  • Over the phone, through live chat, or at an on-site visit, using diagnostic procedures and problem-solving methodologies to solve difficulties;
  • Troubleshooting with consumers and working together to solve issues;
  • Finding successful solutions and explaining them to consumers and workers;
  • Keeping track of events, complaints, and problems, as well as case inquiries and customer statuses;
  • Obtaining and relaying customer input;
  • Suggestions for future instances;
  • End users are being taught how to utilize new systems and applications;
  • Backing up, upgrading, and maintaining networks are all tasks that need to be done regularly; and
  • Cleaning, repairing and maintaining your computer

How To Become a Help Desk Technician?

The knowledge and expertise of computer networks and systems, applications, and mobile devices are required of a help desk technician, but it is not the sole necessity. Although it is vital for desk technicians to have a thorough grasp of information technology, soft skills like communication and appreciation of the value of customer service are also crucial.

IT desk technicians are often the initial point of contact for clients with technical problems, and they should be treated as brand ambassadors. If you have a terrible encounter with an operator who answers your call, it will affect how you see a brand and lead you to search elsewhere. Desk technicians should be pleasant, polite, and patient and explain issues and give relevant information and suggestions.

Communication skills are essential for making an excellent first impression and bridging the caller and the technician gap. Desk technicians must simplify information and minimize jargon when speaking with folks who don’t have a technical background.

You’ll also need the following to work as a help desk technician:

  • Experience as an IT desk technician or in a comparable customer service capacity is a plus.
  • A fascination with technology
  • Ability to swiftly identify and address technological difficulties
  • The capacity to remain calm in the face of adversity
  • The ability to communicate in English
  • Educational background in computer science such as a Bachelor of Science in Information Technology or Computer Engineering

Making Plans for Your Future Career

Many individuals who want to work in IT or engineering opt for entry-level positions that generally require desk work. A help desk technician must be capable of diagnosing and resolving IT problems, but the needed degree of expertise is modest, making this an excellent platform for advancement.

Working as a help desk technician allows you to polish your abilities, learn on the job, and gain confidence while dealing with coworkers and clients. The job’s needs change daily, and a desk technician might learn a lot in a year. In addition, they may encounter new systems, technology, and working methods that will prepare them for the future.

Many individuals find a passion or a specialization to pursue while working as a desk technician. If you’ve worked for a corporation in-house or as a desk technician who works remotely, you may want to consider the following career paths:

  • Administrators of networks and databases
  • IT security analysts
  • Manager of a help desk technician

Salary Expectations

While the typical hourly salary for a help desk technician is between $12 and $44, freelancers have greater control over their earnings. Salaries climb dramatically with experience, with an entry-level technician earning around $35,000. This figure increases to a little less than $70,000 for a lead help desk technician.

Getting a Job as a Desk Technician

Technicians at help desks are in high demand. According to the US Bureau of Labor Statistics, IT support expert employment will grow by 12% by 2024.

If you’re seeking a job as a help desk technician and meet the requirements, fieldengineer.com is a great place to start looking. Employers and qualified individuals may post and search for jobs on this freelancing marketplace. With thousands of users in over 170 countries, you may discover opportunities in your region in a matter of seconds.

By becoming a member of fieldengineer.com, you join a worldwide talent pool and have access to various jobs that fit your specific skill set, experience, and knowledge. You may explore a broad selection of positions and filter results depending on your desired location. With freelance, remote work, you may work whenever and wherever you choose, and you can take on projects of all sizes and durations.

Why not join up with fieldengineer.com and start searching for opportunities now if you’re an experienced help desk technician or want to pursue a career in IT?


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