For those using computer systems or software, help desk technicians provide instructions and troubleshooting assistance. Technicians may work for software or hardware companies directly or for a variety of organizations on a contract basis. They may be in charge of resolving technical issues, answering software questions, running diagnostics programs, and responding to any other general customer inquiries. Those wishing to work as a help desk technician should have a bachelor’s degree in a computer-related field. Some businesses may also demand specialized certifications.
A four-year degree is usually required to work as a help desk technician. For technician training, bachelor’s degrees in computer science, information systems, or engineering are all viable options. A degree can equip technicians with advanced computer skills and problem-solving abilities. Formal education may also give you a leg up on the competition when it comes to salary and advancement.
Some employers will hire candidates who do not have a degree or certification, but most employers will expect some level of computer knowledge. Employers may view employees with backgrounds in customer service, software and hardware sales, or electronics repair as valuable assets. Those without specific training or degrees should expect to start as an entry-level employee with limited opportunities for advancement.
Work experience and technical knowledge are typically highly valued in this field, and having either of these can help you get an entry-level job. Those wishing to work as a help desk technician may find certification programs for specific types of hardware or software useful. Some companies may provide on-the-job training, but most companies require prior hardware or software knowledge. Computer specialist and information systems certificates or associates degrees are available from technical and vocational schools, which may be useful for those who have not completed a four-year degree.
After being hired, most help desk technicians are required to complete specific company training. Training can take several months, and there are usually requirements for continuing education as well. As technology evolves and hardware and software components and programs are updated, many help desk technicians are required to attend additional training sessions.
Strong customer service skills are usually required to become a help desk technician and be successful in the field. Throughout the course of a day, technicians interact with a variety of people and must be able to maintain a professional demeanor. A help desk technician’s ability to communicate technical information to non-technical customers is also a valuable skill.