IT help desk technician
A help desk technician is an information technology (IT) support position that provides technical support and trouble-shooting services to users who require assistance with technology. This typically includes computer hardware, software or networking issues.
The help desk technician is also responsible for responding to client inquiries, running diagnostics, isolating problems, and advising the customer of the solution with a defined scope of support.
On the job, a help desk technician collects information from clients regarding the problem and then leads the user through a set of diagnostic procedures to determine the source of the issue. A ticketing system is used in order to document client issues and solutions. The incident reports are analyzed and evaluated to make recommendations to reduce the overall help line incident rate.
Key Job Duties and Responsibilities
An IT help technician is the first point of contact for customers seeking technical support over the phone, live chat or email, often serving customers remotely using diagnostic programs and asking relevant questions to troubleshoot the issue quickly. Next, the technician determines the best solution based on the information provided and guides the customer through the problem-solving process.
It is important that all events are recorded and all problems and solutions in logs, and later, pass along feedback and suggestions to the appropriate team. This includes client feedback in addition to suggestions from the help desk technician to improve procedures. Finally, the technician follows-up with the customer and will update the status and information of the case.
IT help desk technicians spend extended periods of time at a computer or on the phone, and in some job situations, will be expected to lift computer systems and monitors for system deployment. Some jobs may require the technician to work from inside a call center, while others may work remotely.
Required Degrees, Recommended Education or other Programs
To obtain an IT help desk technician job, many employers require the applicant to have a minimum of one-year of practical experience in a technical support position or recent post-secondary technical education experience.
Recommended Reading: Webopedia's IT certification resources are designed to help graduates and professionals who want to improve their knowledge and skills in targeted areas of information technology.
Other qualifications may include but are not limited to:
- Working knowledge of office automation products, databases, and remote control applications
- Expertise in the workings of computer systems, mobile devices, and other technology products
- The ability to diagnose and resolve basic technical issues
- Excellent written and oral communication skills
- Excellent interpersonal and relationship-building skills
- Self motivated and directed
- Team player
- The ability to provide non-business hour support as needed
Average Salary and Benefits
In the United States, the average salary of an IT help desk technician is approximately $41,842 per year. However, some can make as much as $58,000 per year. Depending on the employer, benefits may include extended health care, vision care and dental care, as well as life insurance. Company pension, vacation, paid time off, and employee assistance programs may also be offered.
Stay up to date on the latest developments in Internet terminology with a free newsletter from Webopedia. Join to subscribe now.
From A3 to ZZZ we list 1,559 text message and online chat abbreviations to help you translate and understand today's texting lingo. Includes Top... Read More »Huge List of Computer Certifications
Have you heard about a computer certification program but can't figure out if it's right for you? Use this handy list to help you decide. Read More »
Computer architecture provides an introduction to system design basics for most computer science students. Read More »Network Fundamentals Study Guide
Networking fundamentals teaches the building blocks of modern network design. Learn different types of networks, concepts, architecture and... Read More »The Five Generations of Computers
Learn about each of the five generations of computers and major technology developments that have led to the computing devices that we use... Read More »