Net At Work Careers

To that end, help desk specialists, and IT staff in general, are a crucial part of ensuring their company functions well on a daily basis. Organization and prioritization – the IT service desk is a busy place to work. Often, you’ll have lots of different tasks battling for your attention. So be prepared to talk through how you prioritize tasks that seemingly have the same level of urgency.

  • According to, the median annual pay for PC technicians with 0-3 years’ experience was about $41,000 as of June 2012, and the median annual pay for those with 4-6 years’ experience was approximately $55,000.
  • Your primary responsibility is troubleshooting problems with computer hardware, peripherals and software for IT end users.
  • Check out some of the most important soft skills that you’ll need to be a successful IT service desk agent – detailed in the next section – to see if it’s going to be the job for you.

There are some hiring managers who are not aware of the most recent tech news, and holding such an accreditation, or having once held them can still indicate proficiency. You will still see some of these certifications as a requirement or at least a preference in some job listings. Alison offers over 1000 free online courses and certifications across several different categories. The courses offered are classified as Certificate Courses (those around 2-3 hours duration), Diploma Courses (with course duration of around 8-10 hours) and Learning Paths that are a series of niche courses (with hours duration). The videos lectures are very engaging, entertaining and very well laid out. The fun style of teaching makes the concepts easy to grasp and retain.

Oftentimes they’re not tech-savvy and may have already spent a great deal of time trying to find and get help from a representative, so they’re already not in the greatest mood upon first interaction. You have to be patient with customers as they come to keep them calm and solve their pain points. If you’re interested in training to help you level up in the field we can share with you information about our programs. Click here to learn more about our Full Stack Network Engineer program. I took the network + class here because I want to take the test just to “fatten up” the resume. The skills taught in this class are so very applicable to what I do. Take the advice they offer here, network, volunteer, create a network for testing at home, and don’t give up.

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They need to have excellent customer service skills and be able to think on their feet to solve problems quickly. This course focuses on troubleshooting network issues affecting customer service tools like poor connections and network security. Since most help desk software operates through the internet, this training ensures your tools stay up and running in the event of a network malfunction. Studying at MTI gives you valuable hands-on experience and a working knowledge of most types of computer hardware and many applications. MTI trains you to service and maintain computer systems and networks for small businesses to large corporations.

  • Learn how to best approach incident management, problem management, and change management, as well as how to assess and improve your current program.
  • Through our innovative software, we produce market leading, large-scale, distribution and supply chain software products used by customers worldwide.
  • These individuals need vital strengths such as problem-solving, communicating and careful listening to provide necessary services to their clients.
  • Some employers require industry certifications, and they are preferred qualifications for many other jobs.
  • It also simplifies and automates service requires which helps to boost productivity and reduce support workload.
  • As long as customer service has existed there has been the customer who cannot be pleased.

As businesses become more reliant on technology, they are placing a greater emphasis on having a strong customer service team that can help customers over the phone. This is because it is often easier and cheaper to solve customer issues over the phone than it is to send someone out to their location. As businesses grow, their need for competent help desk support will grow. While in recent years some traditional help desk tasks have been outsourced, there will always be a desire for onsite support within every large company. Help desk support specialists are needed across all industries and can create a niche skillset by learning and specializing more in certain types of technology, systems, or hardware.

Job Brief

Help Desk managers are always on the lookout for good people that can empathize with customers. The better the mood of the group, the more likely it will be that the team enjoys and likes their job. Positive attitudes and a fun work environment foster positive work relationships, better teamwork, higher job satisfaction, better service to end users and ultimately a more successful organization. This is also very helpful when working in high pressure environments like an IT call center, where high call volume or irate customers can occur. In this type of role, looking down or talking down upon them just because they are not able to understand a technical aspect is something that will anger the end user and cause the call to be a bad experience for both parties.

become a help desk engineer

Help desk analysts, also known as help desk technicians, act as the point of contact between computer users and the information technology department. They communicate with customers to diagnose computer issues and assist with the setup, installation, and use of new software or hardware. Analysts typically work at remote locations, but they may travel to help clients or customers onsite. Many are scheduled during weekends and nights in order to provide around-the-clock assistance. They provide you with the necessary support you need with all your assets and processes.

It Help Desk Technician Skills

The BLS expects faster-than-average job growth for network administrators between 2010 and 2020, at 28%. As of May 2011, the median annual wage for network administrators was $71,000. As a help desk analyst, you may deal exclusively with internal or external customers, or with a combination of both.

become a help desk engineer

The employment of information technology help desk technicians is expected to grow much faster than average over the next decade. There are a list of courses that cover administration of Office 365 for businesses as well as security and troubleshooting in Office 365. Also there are courses to prepare for clearing CompTIA certification exams. CompTIA A+ – This course introduces learners to computer hardware, software and security implementation, maintenance and support.

Over 40,000 engineers belonging to different fields in more than 180 countries have registered on this platform, which will help employers select candidates of their choice. Engineers support the how to become a help desk engineer field staff by catering to the requirements of their mobile devices. They maintain documentation of existing activities through weekly/monthly status reports and incident reports and records.

Service providers provide WAN, Internet connectivity, and other services to customers. Usually, VARs advise customers on which service provider and type of connectivity to use for their specific need. The truth is, most entry-level positions are pretty much the same in this sense.

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Collaboration enables them to deliver value and should not be overlooked. It entails making the most of your time in order to provide the greatest value to your end consumers.

As a student in SCI’s program, you’ll learn what every help desk tech should know. You’ll graduate with the expertise and knowledge needed to launch your career. Today, it’s easier than ever to launch a computer support specialist career. There are many routes to becoming a help desk technician, but you don’t need to attend several years of schooling.


IT help desk technicians can take advantage of this trend by becoming familiar with these tools and how to use them effectively. This will allow them to provide better support to businesses and help them manage their IT infrastructure.

  • I have been doing the latter which helps the department functions as a whole but my growth every day don’t start until after 6 PM .
  • Some individuals aid clients from within a contact center, performing actions such as troubleshooting, installation and instruction via telephone, email or online live chat sessions.
  • IT help desk software is also used in order to streamline the ticketing process.
  • Those with good people skills may move into customer service or sales.

As for specific industries to focus on, health care has an accelerated need for IT support and help desk specialists. Respecting your co-workers is also important and helps to foster a positive work environment as we talked about earlier. Ssisting in providing support, such as perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. The work is varied and working to support your colleagues not just in Romania but in our offices across Europe.

The engineer needs to have a strong professional phone etiquette and a good knack for solving technical problems over a phone. This requires patience and determination to solve difficult technical problems from a remote location. Technical Support Jobs include roles as Maintenance Engineers, Help Desk Operators or Applications Support Specialists. There are several trainings and certification courses available online that train candidates for these IT Support and customer service positions. These courses provide a solid base and a marketable skill set that learners can use to apply for IT help desk jobs with top employers.

Before obtaining any of these certifications, it’s important to find out what’s most helpful for your particular career path of interest. With experience, they may be promoted to senior technician, team leader, or manager. Those with strong technical skills may move into other technical positions, such as system administrator or network engineer.

become a help desk engineer

Technicians know that their role is vital to the operations for the companies where they work. Doing these three things will enable you to move up the ranks much faster than most people even dream of. Help desk technician is a job that does not seem to be talked about enough. It is an essential position in any business, and it is not going anywhere anytime soon. Those in these positions often work in the IT department of an organization but can also be employed by a software company or other vendors that sell computer-related products and services to businesses. While a formal education may help you get the job, a college degree is not necessary to become a help desk technician. IT certifications will prove that you have the skills to handle the job.

There are no prerequisites as all the topics are covered in great detail and from scratch. This course covers how to use ServiceNow to build and manage workflows in your organization. It also explores how to best approach automation, access control rules, scripting, working with a knowledge base, and more. Imagine you have just been hired by Simco Financial Services, Inc., to join their Help Desk team. The Director of the I/T Department has identified the need for a new network for the headquarters facility. I have been doing the latter which helps the department functions as a whole but my growth every day don’t start until after 6 PM .

I left policing for this 2 years ago and it has been the best career decision I’ve ever made. The two main takeaways that I hope every entry level person reading this post walks away with are have a plan build a network of people. You will not move up if you do not quickly start meeting people in your company and getting involved in many discussions. After you understand the big picture of IT, the next immediate thing to work on is your relationships. Having a good network of friends and colleagues can help in many ways. You can have access to very knowledgeable people who can advise you, increase your chances of landing a higher-paying position, and confidently ask for help anytime you need it.

In fact, there are a variety of short-term tech training programs that last less than a year. At Southern Careers Institute, our Computer Support Specialist program can be completed in as little as seven months. People who work at a help desk enjoy their jobs because they know they are fulfilling a very important role in technology. As computer equipment and software become more complex, the need for technicians will continue to increase. Learning the full stack of technologies will also give you a broader perspective on the industry.

As mentioned earlier, helping people doesn’t only mean the customers that call, but also the team members that work with you. It’s important to understand that the success of your team is your success as well, and instead of worrying only about your achievements, worry about the goals and success of the entire team. Through our innovative software, we produce market leading, large-scale, distribution and supply chain software products used by customers worldwide. Container Terminal Operations Use state-of-the-art simulation techniques to address and explore your new/existing fleet or new business developments. We deliver solutions and software for maritime and inland container terminals.