Help Desk Technician Job Description

IT technical support staff diagnose and solve software and hardware problems for computer users. An IT help desk is essentially a tool to help organize customer queries and complaints. It uses ticketing services that assign customers to the right person to help.

As you improve your active listening abilities, you’ll realize that end-users will give you almost all you need to know to solve their problem. This not only increases empathy but also allows you to acquire more knowledge while asking fewer questions. The Helpdesk position provides support to users of all information technology systems. This position handles PC hardware/Printers/software builds, upgrades and issues. Also is responsible for day to day administrative functions of local computer systems including printers, copiers and devices. Also responsible for coordinating the escalation and resolution of problems with other Information Technology staff members.

Enhance Your Technical & Customer Service Skills With A Diverse Client Base

Help desk engineers may advance to become senior help desk engineers, lead help desk engineers, or IT support managers. As they advance, they may take on more responsibility for training and mentoring new help desk engineers. They may also be responsible for managing a team of help desk engineers and overseeing the work that is completed. A help desk engineer career can be a great way to start your tech career. It’s a field with lots of opportunities for growth, and it gives you the chance to work with a variety of technologies. As a help desk engineer, you’ll answer customer questions and troubleshoot problems.

help desk engineer

Modern courses and learning activities in state-of-the-art technologies prepare you for your new career. An extensive video library forms the heart of the training process, supported by an automated Dashboard and Activity Tracking Log and a personal Career Advisor to help you achieve certifications and core competencies. Input into development and documentation of service management procedures and standards to ensure engineering best practices are maintained. This IT help desk technician job description template includes the list of most important IT help desk technician’s duties and responsibilities. Use it to save time, attract qualified candidates and hire best employees. Salary ranges can vary widely depending on many important factors, including education, certifications, additional skills, the number of years you have spent in your profession. With more online, real-time compensation data than any other website, helps you determine your exact pay target.

Be Adept At Time Management

They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills. Upgraded backup systems, disaster recovery plans, managed server moves, upgrades and changes.

  • Ships devices to users or support vendors and tracks shipment progress.
  • Analyze, diagnose and resolve problems on hardware, software, OS, applications and devices.
  • Computer programs rely on passwords and tight security controls to protect the information stored in the system.

Salaries estimates are based on 71 salaries submitted anonymously to Glassdoor by a Help Desk Engineer employees. Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible. The goal is to create value for clients that will help preserve the company’s reputation and business. As long as customer service has existed there has been the customer who cannot be pleased. Now, we’ll look at Senior Infrastructure Engineers, who generally average a higher pay when compared to Help Desk Engineers annual salary. But both careers also use different skills, according to real Help Desk Engineer resumes.

Help Desk Engineer Msp will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace. Writing end user documentation to make sure that everyone understands how to use their computers, phones, software applications, etc. The company currently has an Australian based development team deployed on the production of new mobile and web based applications and on the maintenance of existing server and PC based applications.

Make changes to domain registration DNS for various applications such as google apps. Manage and maintain consistency of software configurations for the Citrix & VMWare environments. Then choose from 10+ resume templates to create your Help Desk Engineer resume. Finally, they must able to explain technology to individuals from non-technical backgrounds.

Job Categories

They may work with the users in person or remotely by phone or video. They solve a wide range of problems, from simple questions about how to access an application to complex errors affecting servers and networks. While some may work for large software companies or support service firms, others work in call centers. This is the technical group that resolves wireless phone issues for customers. The service engineer typically knows many nuances of various types of phones because he deals with trouble issues on a daily basis.

help desk engineer

Working with our NOC team, responsible for escalations on all desktop, network and server infrastructure service tickets to ensure service levels are maintained. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills.

Proposed Salary

This includes learning how to use software and hardware tools, as well as understanding how to configure and manage networks. Responds to telephone calls, email and personnel requests for technical support within required service level time frame.

help desk engineer

The Help Desk Engineer will have experience troubleshooting, installing, configuring, and testing different technologies. This opportunity allows the selected candidate to grow internally with the company. Some service desk engineers must be familiar with hardware issues as well as software problems. These employees provide phones, laptops, and computer support for an entire organization. The service desk staff typically handles the technical issues that are reported by the employees of a company. 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.

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The hourly wage for help desk technicians ranges from $12 to $44 per hour, depending on location, technical specialty, years of experience, and certifications held. The median annual salary for help desk technicians in $56,000, according to the latest figures from the US Bureau of Labor Statistics. Help desk technicians are vital to the IT workforce, as they keep the technologies that organizations rely on to do business up-to-date and running smoothly.

  • Take your IT career to the next level with online certificates and degrees from Purdue University Global, an accredited, public, non-profit leader in higher education.
  • Monitored and troubleshot network equipments including routers, remote site infrastructures switches, firewalls, modems etc.
  • Then at PayPal, Help Desk Engineers receive an average salary of $105,501, while the salary at Virtu Financial is $101,245.
  • Also responsible for coordinating the escalation and resolution of problems with other Information Technology staff members.

Additionally, Senior Infrastructure Engineer uses skills like Cloud, AWS, Powershell, and Puppet on their resumes. Some of the skills we found on Help Desk Engineer resumes included “Technical Support,” “Troubleshoot,” and “Active Directory.” We have detailed the most important Help Desk Engineer responsibilities below. We calculated that 11% of Help Desk Engineers are proficient in Technical Support, Troubleshoot, and Active Directory.

This is an urgent requirement; please apply as soon as possible if you would like to be considered. Takes ownership for obtaining the information required to diagnose and resolve more complex problems. Engages help desk engineer with third parties to jointly resolve in-depth product issues where necessary. Provides 1st/2nd Line technical face to face support, including installation, troubleshooting, problem resolution and maintenance.

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