What Is a Help Desk Technician and How to Become One
Table of Contents
What Is a Help Desk Technician?
A help desk technician is an IT support specialist who helps customers or users troubleshoot software and hardware problems. As a help desk technician, your responsibilities and duties include receiving technical support tickets, phone calls, or emails, contacting the user or customer, listening to their issue, diagnosing the problem, and walking them through the solution. You must be patient with often upset customers and explain how to resolve their computer issues in a step-by-step manner that is understandable to a layperson.
How to Become a Help Desk Technician
To become a help desk technician, you first must complete a high school diploma or equivalent. Though some jobs require a bachelor’s degree in computer science or a related field, some help desk tech jobs only require an associate degree and on the job training. In these programs, you study the basics of hardware, software, and networks to gain the skills you need for this career. To become a certified help desk technician, you must complete the requirements set out in the CompTIA A+ Computer Troubleshooting Certification.
How to Be a Good Help Desk Technician
A good help desk technician has the right balance of knowledge, communication skills, and patience. You must be aware of the potential issues with a range of hardware and software and have a solid understanding of how to diagnose and resolve issues. Superior communication, customer service, and troubleshooting skills are a must since, in many cases, you cannot see the problem but must rely on verbal descriptions. Those who aspire to management or administration roles will benefit from a bachelor’s degree in computer science.
Help Desk Technician Job Description Sample
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.
Job Summary
Our company is searching for a Help Desk Technician to offer technical IT support to our customers. In this position, you may help customers in person or over the phone. If you cannot fix the problem remotely, you may have the customer bring the computer to the help desk for service. This may be as simple as updating software or as complicated as replacing the motherboard. Our ideal applicant has an associate degree in computer science and advanced computer proficiency. A CompTIA A+ Computer Troubleshooting Certification is also beneficial.
Duties and Responsibilities
- Answer phone calls and emails from customers
- Help customers fix their problems remotely
- Fix more complicated issues in person
- Record each IT support ticket
- Maintain a list of vendors for replacement parts
Requirements and Qualifications
- High school diploma or GED certificate
- Associate degree in computer science (highly preferred)
- Advanced computer proficiency
- CompTIA A+ Computer Troubleshooting Certification (preferred)
- Strong customer service skills
