What is a Help Desk Job?
A help desk job is a position that involves providing technical support to customers or employees of a company. Help desk professionals are responsible for resolving issues related to hardware, software, and networking, as well as providing guidance and instructions to users who may be unfamiliar with technology. These jobs are typically found in IT departments or call centers, and require individuals who are knowledgeable about computers and customer service.
What Usually Do in This Position?
In a help desk job, professionals are responsible for answering phone calls, emails, or chat messages from customers or employees who need assistance with technical issues. They must listen carefully to the problem and ask questions to diagnose the issue. Once they have identified the problem, they must provide guidance and instructions to the user to resolve the issue. This may involve walking the user through a series of steps or remotely accessing their computer to fix the problem.
Help desk professionals are also responsible for documenting each issue and its resolution in a ticketing system. This allows them to track trends and identify recurring issues that may require a more permanent solution.
Top 5 Skills for Position
To be successful in a help desk job, professionals need to have a combination of technical and soft skills. Here are the top 5 skills required for this position:
- Technical knowledge: Help desk professionals need to have a good understanding of computers, software, and networking. They should be able to diagnose and resolve common technical issues quickly and efficiently.
- Communication skills: Since help desk professionals interact with customers and employees all day, they need to have excellent communication skills. They should be able to explain technical concepts in a way that is easy for non-technical people to understand.
- Problem-solving skills: Help desk professionals need to be able to think on their feet and come up with solutions to technical problems. They should be able to troubleshoot issues and find the root cause of a problem.
- Customer service skills: Since help desk professionals are the first point of contact for customers and employees who are experiencing technical issues, they need to have excellent customer service skills. They should be patient, empathetic, and able to handle difficult customers.
- Time management skills: Help desk professionals are often dealing with multiple issues at once. They need to be able to prioritize their workload and manage their time effectively to ensure that they are meeting their targets.
How to Become This Type of Specialist
To become a help desk specialist, you typically need a combination of education and experience. Most employers require at least a high school diploma or equivalent, although some may require a bachelor's degree in a related field such as computer science or information technology.
In addition to formal education, it is important to have hands-on experience with computers and technology. This can be gained through internships, part-time jobs, or personal projects.
Many help desk professionals also hold industry certifications such as CompTIA A+ or Microsoft Certified Systems Engineer (MCSE). These certifications demonstrate a level of expertise in specific areas of technology and can help you stand out to potential employers.
Average Salary
The average salary for a help desk specialist in the United States is $47,350 per year, according to the Bureau of Labor Statistics. However, this can vary widely depending on factors such as location, experience, and industry. Help desk professionals who work in the computer systems design industry tend to earn the highest salaries, followed by those who work in finance and insurance.
Roles and Types
Help desk jobs can be found in a variety of industries, including IT, telecommunications, healthcare, and finance. Some common roles include:
- Technical support specialist
- Help desk technician
- Desktop support technician
- IT support specialist
- Customer support representative
Locations with the Most Popular Jobs in USA
The states with the most job opportunities for help desk professionals are California, Texas, Florida, New York, and Illinois. These states have a large number of tech companies and call centers that require technical support staff.
What are the Typical Tools
Help desk professionals use a variety of tools to assist them in their roles. Some common tools include:
- Ticketing software: This allows help desk professionals to track and manage the issues reported by customers or employees.
- Remote access software: This allows help desk professionals to access a user's computer remotely in order to diagnose and resolve issues.
- Knowledge base software: This provides a database of common issues and their solutions, which can be used by help desk professionals to quickly resolve issues.
- Communication tools: Help desk professionals use tools such as email, chat, and phone to communicate with customers and employees.
In Conclusion
Help desk jobs are an important part of any organization that relies on technology. These professionals provide valuable technical support to customers and employees, ensuring that they can use technology to its fullest potential. If you have an interest in technology and enjoy helping others, a career in help desk support may be a great fit for you.