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all about help desk jobs
You're incredibly tech savvy. You can diagnose technical problems and propose solutions on the spot. You're also an excellent communicator, as you must often talk people through solving issues, sometimes without seeing the situation first hand.
Some of your duties may include installing and configuring computer systems, diagnosing failures, and solving problems by phone, online, or in person, although you don’t typically repair hardware. You monitor and maintain computer systems and business networks your employer depends on. You may also train your colleagues on how to use your company's software or applications.
what help desk jobs entail
You will likely work at a desk or computer workstation. Your hours may be full or part-time. You typically work in an office, though you may also work at a company branch or remotely. Most large and medium sized businesses require an internal help desk team to assist employees and help them navigate tech
average help desk salaries
You can expect a starting salary of around $35,000 to $45,000 in most help desk jobs. The more involved and complicated the systems and programs you're supporting, the higher your salary will be. Experience also plays a role in your earning potential. Many companies have different tiers of help desk that dictate your salary.
Entry level jobs typically involve providing phone support to diagnose computer and software problems. Intermediate and advanced help desk jobs are more involved and come with greater responsibility, such as maintaining your employer's internal networks. These positions will earn higher salaries, corresponding with the additional training and experience required to perform them.
your day to day tasks
As a help desk professional, you day to day tasks will include things such as:
- installing and configuring computer systems
- monitoring and maintaining computer systems
- diagnosing technical issues and providing solutions
- problem-solving over the phone, internet, or in person
- creating procedural documentation and reporting as needed
- supporting the rollout of new applications
- setting up user accounts and profiles, including password resets
- testing and evaluating new technology
- providing technical support to colleagues
where you can work
Help desk jobs are found in many different verticals, most notably the technology sector. However, with the prominence of technology in all aspects of business, there are help desk opportunities to be found in other verticals such as banking and finance, government, marketing, and others.
The skills you learn you learn in this job are universal (technical skill, customer support, etc.), so they are easily transferrable to other more senior roles in a variety of industries including IT, sales, and marketing.
what you bring to the table
As a help desk professional, exceptional proficiency with technology is a must. Also important is a solid understanding of the business you work for and the software, programs, applications or systems you're providing support for. Some of the core technical proficiencies that may be required for help desk jobs include:
- database management including SQL and Oracle
- operating system platforms like UNIX, Solaris, Windows and Mac
- skill with wireless and mobile devices
- excellent communication skills
- commitment to serving customers
- diagnostic and troubleshooting skills
- problem-solving skills
- ability to work under pressure
training and certifications
The help desk job jobs you're qualified for will increase with a university or college degree in computer science, IT, or a related field. That said, you may find some entry-level help desk jobs require little to no technical experience.
Obtaining industry training and certifications will also increase your attractiveness to hiring managers. Depending on the industry that you work in, familiarity with software and platforms used in the industry may help set you apart from other candidates.
Most employers will also provide on-the-job training to ensure you're familiar with their systems and processes and able to perform your job to the best of your ability.
where your career is headed
A blend of technical skill and the ability to communicate well will serve you well. In today's market, hiring managers looking to fill help desk jobs are seeking personable candidates with strong customer service skills.
Opportunities for advancement for help desk professionals are endless. The skills you learn in help desk jobs are transferable to many different industries. With some supplementary training or education, you can transition into higher paying roles in IT, marketing, sales and others.