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Help Desk Analyst Job Description

Assist in creating and updating knowledge articles to be used by other service desk personnel. Communicate directly with users and with Tier 1/2 help desk administrators to resolve customer incidents with software. Collaborate and communicate with other team members to provide good service and issue resolution. “I solve problems for network engineers and software developers who are working to automate their IT networks with the Itential Automation Platform.

Many employers require help desk analysts to have one to five years of work experience. Individuals gain experience in an entry-level help desk position, and the U.S. Bureau of Labor Statistics reports that many companies provide on-the-job training for new employees.

Take The First Step Toward A Successful It Career

$384; PeopleCert partners with Pearson VUE to administer ITIL exams. The certification website had a different look from the last time we visited. Also, we could not locate information Career on the exam content, but the information here was accurate in 2018. Since UBM merged with Informa, it’s possible that the certification webpages are in the process of being updated.

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Some, called computer network support specialists, support information technology employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems. Of all these help desk certifications, HDI’s offerings are probably the best known and most respected of their kind in the industry.

  • Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation.
  • They often help people who are frustrated with the software or hardware they are trying to use.
  • Applicants with a bachelor’s degree and a strong technical background should have the best job opportunities.
  • There are usually clear advancement possibilities for computer support specialists, creating new job openings.

Study Options And Qualifications

Many companies are more eager to hire from within instead of spending extra resources on hiring externally. You may not want to stay there indefinitely, but you can gain the technical experience you need to land the help desk job your really want somewhere else. “The best way to build the skills to become a system administrator is to administer systems,” Larson says.

Employees who possess college degrees in a computer science or related major may have the best chance to secure jobs and advancement in the field. Help desk technicians are trained to address computer problems through e-mail and telephone instruction to customers. They may possess education from a technical school or hold an associate or bachelor’s degree in a major related to computer science. In addition to a deep understanding of computer systems, help desk technicians should possess satisfactory customer service skills. You may find that experience in other jobs will help you become a junior help desk technician. In fact, many junior help desk technician jobs require experience in a role such as technician. Meanwhile, many junior help desk technicians also have previous career experience in roles such as technical support specialist or customer service representative.

Become a Help Desk Engineer

In today’s ever-changing job marketplace, there’s no one career pathway. IT continues to be one of the country’s most in-demand fields, and with a little experience and a lot of passion for learning new skills, you’re open to limitless opportunities. 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.

The Information Technology field is one of the most rewarding and challenging career fields in the world today. It is one of the only career fields that changes almost on a daily basis, and requires you to be up on the latest trends in order to keep pace and stay relevant. I’ve been in the IT career field for 20 years and it has been an amazing experience to say the least. What I experience in my work now is not what I experienced when I first started 20 years ago, and it’s not just about the technology I was using, either. Everyone has to start somewhere, and since I’ve experienced the highs and lows of climbing the IT ladder, I want to share some tips with you. My hope is you can feel good about kick-starting a career in IT, or get an understanding of what you need to do to keep climbing and have success.

There are no prerequisites as all the topics are covered in great detail and from scratch. This course helps you understand VPN terms and technologies, so you can configure a custom VPN solution. It covers protocols such as PPTP, L2TP over IPSec, OpenVPN, SSTP, and WireGuard, and shows how to use SSH to secure data travelling between systems. This course covers how to use ServiceNow to build and manage workflows in your organization.

With the recent advent of sophisticated online simulations, and PC hardware packages which can be mailed to remote students, help desk technician training works well in a distance learning format. Remote help desk technicians often use specialized help desk support software to take control of end-users’ computers to troubleshoot, diagnose and resolve complex issues.

The old idea that working hard and going above and beyond at work makes you successful is dead wrong. Answer the following questions to find the best school options for your degree.

Which is better system administrator or network administrator?

At the most basic level, the difference between these two roles is that a Network Administrator oversees the network (a group of computers connected together), while a System Administrator is in charge of the computer systems – all the parts that make a computer function.

If you find something that does, grab ahold of it and learn all you can. To be successful as a help desk technician, you must be knowledgeable about computer systems, and have excellent customer service skills. This knowledge, particularly the technological aspects, can be gained through a diploma, certificate or degree program at a technical school or university. Job growth should be faster than average over the next decade, and earning a higher degree in computer science may enhance career prospects. A college degree is not typically required for entry-level help desk positions, however it may help you get the interview and job faster – and at a higher pay grade – than candidates with no degree.

In this article, we’ll explore these five central questions surrounding the work of a help desk technician. This is a 10 lecture course designed for training those who wish to move to IT Support or customer service roles. It aims to deliver guidance and introductory knowledge in IT related topics such as Troubleshooting, Active Directory, Password Management and Basic Networking. Students learn how to respond to common help desk related issues with great customer service, critical thinking, remote support, and proper troubleshooting to resolve many IT related issues.

Earning these certifications expands your career options, as they prove you have the help desk technician skills that employers want. For some companies, certifications are a help desk technician education requirement that you need to have completed prior to accepting a position. You’ll graduate a confident, highly trained computer support specialist. In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported.

In 2016, 835,400 people were employed in the U.S. as computer support specialists. Depending on what kind of job you’re looking for, you can demonstrate your competency if you’ve built a website or done some programming. If you’re currently a student or plan to be one, look for help desk job openings right on your campus. Speaking of automation, you’ll also serve your sysadmin aspirations well by learning a relevant programming language. Finally, knowledge of cloud platforms and tools Become a Help Desk Engineer are also increasingly called upon in sysadmin job descriptions. Johnson recommends building at least moderate proficiency in automation technologies such as Ansible or SCCM to help boost the odds of a successful transition from the help desk to sysadmin. A good reading list is also key; Larson says he recently sent Taz Brown’s Enable Sysadmin article, “Learn the technical ropes and become a sysadmin,” to someone who was looking to break into the systems administration field.

Although formal education isn’t required for all help desk analyst positions, many employers look for applicants with an associate’s or bachelor’s degree in computer science or information systems. These programs cover a wide range of subjects, such as computer hardware, software, networks, and operating systems. Some schools also offer computer support degree programs, which cover essential diagnostic skills. Help desk analysts, also known as help desk technicians, act as the point of contact between computer users and the information technology department. They communicate with customers to diagnose computer issues and assist with the setup, installation, and use of new software or hardware.

But, also keep in mind the importance of understanding the big picture of the IT industry. The two main takeaways that I hope every entry level person reading this post walks away with are have a plan build a network of people. You will not move up if you do not quickly start meeting people in your company and getting involved in many discussions.

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All other trademarks mentioned on this site are the property of their respective owners. An issue tracking system is a computer software package that manages and maintains lists of issues, as needed by an organization. Some computer Help Desk Analyst, called help-desk technicians, assist non-IT users who are having computer problems.

Become a Help Desk Engineer

Don’t think that you have to be “climbing the ladder.” You don’t… it doesn’t equate to success or happiness. In fact, “climbing the ladder” could frustrate you and create unnecessary anxiety. If you love help desk and doing that job makes you happy, then do it and be the best at it. If you love design and architecture, then be happy doing it and don’t sweat trying to advance.

Larger companies, such as software manufacturers, often require a bachelor’s degree in computer science or information technology. Coursework helpful to this career includes software engineering, computer networking, and information security. Some software and computer manufacturing companies offer training in the troubleshooting and repair of their products. Certifications in networking and other areas can be helpful and even in some cases required. Companies value good customer-care skills as well as technical knowledge, so any experience you have in customer service would be useful. You can learn to successfully protect a computer network and gain useful skills in risk management, cybersecurity, and cryptography with Alison’s free online Network and Security courses. They have computer networking classes that teach about LANs and WANs as well as introduce the network architecture and protocols used in security.

Most computer support specialists have full-time work schedules; however, many do not work typical 9-to-5 jobs. This is a varied job family which includes everything from systems analysts through to archivists – what all these jobs have in common is the management of data. Most of these jobs will be office-based and could involve working alone or in a team. Good analytical skills are often important for a career in information technology or information management. We’re proud of Bryan, and all our talented help desk technicians that work diligently each day to ensure that customers have answers to their technology questions and resolutions to their IT issues. A big part of any IT support business is answering the phones and helping clients with the issues they are facing.

For those who pursue a formal education, degree programs in computer information systems , help desk administration, technical support, and network administration all provide a solid base for the help desk technician career path. If you want a college education, but not the time and expense of a 2- or 4-year degree program, consider a specialized certificate in PC repair or IT/help desk support. Looking for a career that combines your desire to help people with your knowledge of computer systems? Also referred to as a technical support specialist, these professionals often work in hectic environments and must provide quick solutions for customers with a wide variety of computer issues. They might be employed in the IT departments of large companies and provide support to in-house systems or work for software or hardware manufacturers offering assistance to customers who have purchased these products.