How To Become A Help Desk Engineer: What It Is and Career Path

Knowing this gives the help desk technician a gauge for how critical the end user’s problem is. More than anyone else, a help desk technician has the power to give employees across all departments a positive view of IT since they are usually the first IT pro that an employee encounters. Because of this, it’s critical that help desk technicians possess specific qualities. This is the time to highlight what makes you a well rounded candidate. Talk about your work experience, education, qualifications and anything else that you think is important to the role.

what is help desk engineer

Help desk technicians belong to the occupational field of computer support specialists. The US Bureau of Labor Statistics (BLS) projects 5 percent job growth for careers in this field between 2022 and 2032 [3]. Those interested in working in IT can get their start as help desk engineer a help desk technician before acquiring the skills to pursue more specialized roles. Find a mentor that will help you understand the ins and outs of the technology that your organization is utilizing and sit in on any architecture or design meetings that you can.

Average help desk engineer salary

Being able to technically analyze a situation is key to solving end user problems and shining in the role of help desk technician. To effectively analyze an end user’s issue, you must ask targeted questions about what they are experiencing. Empathetic help desk technicians can better connect with their end users and make them feel understood. By asking this question, the employer wants to know  why you originally wanted to enter this field specifically. Talk about what elements of being a help desk analyst first intrigued your and why you have chosen to pursue this as your career.

what is help desk engineer

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team. To go beyond the top of the ladder would be to become a C-level executive, Director, Independent Consultant, Analyst or VP. Some people work for 30 years and don’t get to the metaphorical ‘top of the ladder’. I firmly believe you could be a Senior Systems Engineer up until you are ready to retire and be completely happy. You have to have a complete understanding of every aspect of a company’s infrastructure (networking, storage, virtualization, OS, security) to architect or design a solution that suits their needs.

Help desk engineer skills and personality traits

An IT help desk’s main function is to enable business processes by providing integrated support. The support provided can be adapted to the needs of each individual business. A help desk solution is the main point of contact for service requests and user issues. To write an effective helpdesk engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included helpdesk engineer job description templates that you can modify and use.

To succeed in their role, a help desk technician must be able to work with others toward shared goals, even if they work remotely. Even during something as simple as a shift handover, help desk technicians collaborate with their coworkers. Collaboration helps them deliver value and shouldn’t be underestimated. To become more patient, remember that your end users are not as technically skilled as you are. When IT pros choose to be patient with themselves as well as with others, they are better able to quickly get to the bottom of issues and find solutions. It can be a negative environment as technicians are constantly bombarded with questions and problems.

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If the issue involves a user needing a copy of their Exchange .pst file, you will send the ticket to the Exchange Admin queue. You are a traffic cop, keeping things moving and fixing small things where you can. Getting started as a help desk professional can be as easy as earning a foundational IT certification. Take a few minutes to learn more about how to become a help desk technician, and check out the CompTIA A+ certification, your gateway into an entry-level IT position. It involves making the most of your time so that you can deliver maximum value to your end users.

  • Additionally, those who complete this certification course receive an IBM digital badge and access to exclusive job placement resources.
  • IT certifications in support can vary between college courses and apprenticeships.
  • I firmly believe you could be a Senior Systems Engineer up until you are ready to retire and be completely happy.
  • An IT help desk’s main function is to enable business processes by providing integrated support.
  • Negotiations are underway, for example, to bring the How the Other Half Eats author, Priya Fielding-Singh, to WSU this fall.
  • Tech professionals need to stay current with the latest trends and technologies.
  • Here, the employer wants to know that you can improve yourself, and if you’re able to use criticism as a fuel rather than a hindrance to the way you work.

While working in customer service, you’re bound to come across people who may not be very pleasant. You need to know how to deal with them so that they can appreciate what you’re doing and also come back for service in the future. For experience, completing an internship, as part of a degree, or an entry-level IT role in the field can help you build important knowledge that employers value. The average IT help desk job salary is between $55,000-$65,000 but this can vary depending on the company and level of experience. A Desktop Support Specialist is focused on troubleshooting different software packages, hardware devices, and other peripherals.

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