What Does A Help Desk Technician Do?

What Does A Help Desk Technician Do?

Help desk technicians play a crucial role in providing technical support systems for IT users, including employees and customers.

Help desk technician job description

Help desk technicians are instrumental to the smooth running of any IT department, and they also provide a valuable service to customers and clients. Often the first port of call when there is a network issue, these skilled technicians have expertise in customer service, as well as problem-solving.

A help desk technician has a varied role, which is centered on maintaining technologies, providing IT support, troubleshooting and identifying solutions.

Desk technicians can work in-house or remotely on a freelance basis, and their day to day job may change depending on the nature of concerns raised by employees or customers. In-house employees deal only with internal systems and network issues that affect and impact the workforce, while remote workers may deal with customer queries and problems via phone, email or on-site visits.

Day to day tasks

Common examples of tasks undertaken by an IT help desk technician include:

• Providing assistance to customers who experience technical problems. Most commonly, this involves either telephone or online communication.
• Using diagnostic techniques and problem-solving methods to troubleshoot issues over the telephone, via live chat or as part of an on-site visit
• Talking customers through a troubleshooting process and working together to rectify problems
• Identifying effective solutions and offering explanations to customers and employees
• Recording events, concerns and issues and updating case queries and customer statuses
• Collecting and passing on feedback from clients
• Suggesting improvements for future cases
• Training end users to use new systems and programs
• Backing up, updating and maintaining networks
• PC cleaning, repair and maintenance

What does it take to be a help desk technician?

A help desk technician must have knowledge and experience of computer networks and systems, programs, and mobile devices, but this is not the only requirement. Although desk technicians possess a good understanding of information technology, it is equally important to have soft skills, such as communication skills and recognition of the importance of customer service.

IT desk technicians are often the first port of call for a client who is experiencing technical issues, and they should act as an extension of the brand. As a consumer, if you have a negative experience with an operator that takes your call, this affects the way you view a brand, and it may persuade you to look elsewhere. Desk technicians should be polite, patient and courteous, and they should also be able to clarify situations and provide useful information and advice.

Communication skills are vital, not solely to leave a positive impression, but also to bridge the gap between the caller and the technician. Often, desk technicians speak to people who don’t have a technical background, so it’s crucial to be able to break down information and eliminate jargon.

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To get a job as a help desk technician, you’ll also need:

• Experience in working as an IT desk technician or in a similar customer support role
• An interest in technology
• The ability to identify and resolve technical issues quickly
• The ability to stay calm under pressure
• Command of the English language
• Computer science qualifications (for example, a BA or a BSc in IT)

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Planning a career path

Many people who wish to pursue a career in IT and engineering look for an entry level role, which often involves desk work. A help desk technician must be proficient in identifying and rectifying IT issues, but the level of experience required is relatively low, making this is a great platform for career progression.

Working as a help desk technician affords the opportunity to develop and hone skills, learn on the job and build confidence in interacting with employees and customers. The day to day demands of the job vary, and over the course of even a year of experience, a desk technician will learn a huge amount. They may come across new systems, new technologies and new ways of working, all of which will set them up for the future.

While working as a desk technician, many people develop an area of interest or a niche on which to build a career. If you have experience of working in-house for a company, or you work remotely as a desk technician, this may prompt you to explore career options like:
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• Network administration
• Database administrators
• IT security specialists
• Help desk technician manager

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Salary expectations

The average hourly rate for a help desk technician ranges from $12 to $44, but freelance workers have more control over their income. Salaries increase significantly in line with experience, with an entry level technician starting on around $35,000 per year. This rises to just under $70,000 for a lead help desk technician.

Finding a desk technician job

Help desk technicians are in demand. According to the US Bureau of Labor, the number of jobs open to IT support specialists is set to increase by up to 12% by 2024.

If you’re looking for a job as a help desk technician, and you fit the qualifying criteria, fieldengineer.com is an excellent place to start your search. This freelance marketplace offers employers and skilled professionals the chance to post and browse jobs. With thousands of users located in over 170 countries around the world, it’s possible to find vacancies in your local area within a matter of seconds.

By joining fieldengineer.com, you become part of a global talent pool, and you gain access to a host of jobs that match your individual skill set and level of experience and expertise. You can filter results based on your preferred location, and you can browse a wide range of roles. With freelance, remote working, you have the opportunity to choose when and where you work, and you can take on projects of all scales and durations.

If you’re an experienced help desk technician, or you’re looking to pursue a career in IT, why not sign up with fieldengineer.com and start looking for jobs today?
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