Help Desk Technician
A computer support specialist who provides technical asistance to customers and employees. They are the first-line of defense when it comes to troubleshooting computer problems.
To become a Help Desk Technician, a person must have a degree in computer science or a related field. They must also have a strong understanding of computer hardware and software, as well as the ability to communicate effectively with customers. Once they have the necessary qualifications, they can then pursue a career as a Help Desk Technician, where they will provide technical support to customers and employees. They may also be responsible for maintaining and updating computer systems, setting up new users, and troubleshooting any system-related issues.
How do I get started?
Key Foundational Competencies
What skills do I need?
Special Skills or Competencies
Other Job Titles and Roles
Organizations are constantly implementing, updating and upgrading their technology. Therefore, there are plenty of positions for Help Desk support people. This position is growing at an average pace of 9% through 2030.
There are many advancement opportunities for Help Desk support technicians with experience. The job allows you to get your foot in the door for higher positions, such as an IT Manager, a Network Administrator, or an IT Security Specialist.
Help Desk Technician education, certifications, and experience qualify you for a variety of job roles:
HELP DESK TECHNICIAN PATHWAY
The pathway below represents a typical career pathway in the ever-changing industry of IT. The colored-in circle represents the critical occupation.
Certifications for help desk technicians are essential credentials that validate their expertise in providing technical support and assistance to end-users. These certifications often cover topics such as hardware troubleshooting, software support, network fundamentals, and customer service skills. Earning these certifications demonstrates a commitment to professionalism and competence in the IT support industry, enhancing career prospects and earning potential. Many employers prefer or require certified help desk technicians, as these credentials ensure that professionals are well-equipped to efficiently resolve technical issues and provide excellent customer service.
Non-credit training for help desk technicians offers a flexible and practical route to acquire essential IT support skills without the commitment of a formal degree program. These programs typically focus on hands-on, real-world scenarios, enabling participants to troubleshoot hardware and software issues, handle customer inquiries, and manage IT resources effectively. Non-credit training often caters to individuals looking for quick entry into the IT support field, as it emphasizes practical skills and industry-specific knowledge. These programs are accessible and cost-effective, making them an attractive option for those seeking to jumpstart a career as a help desk technician or enhance their existing skill set in the IT support industry.
Apprenticeships for help desk technicians offer a valuable opportunity for individuals to gain practical, on-the-job experience in IT support. During these programs, apprentices work alongside experienced professionals, learning how to troubleshoot hardware and software issues, provide technical assistance to end-users, and manage IT infrastructure effectively. This mentorship-based approach allows apprentices to develop problem-solving skills and customer service expertise while receiving guidance from seasoned experts in the field. Apprenticeships provide a structured pathway for aspiring help desk technicians to enter the industry with the confidence and skills necessary to excel in their roles and advance their careers in IT support.