Becoming a Skilled Help Desk Technician

Zuzanna Bocian

6 min read

Sep 6, 2024

As the AI revolution continues, the importance of computers and technology will only increase with time. But therein lies your advantage: This is the best time to become a technical assistance specialist. 

A help desk technician is the first line of defense for troubleshooting computer problems. 

Here’s another stat to spur you on: In 2023, according to the U.S. Bureau of Labor Statistics (BLS), the median salary for help desk technicians was $60,810 per year (source). And the early projections show this number will only rise in the next couple of years. 

But what exactly is a help desk technician? What are the key responsibilities attached to the role? This guide will cover everything, so let’s get straight into it.  

What is a help desk technician?

Help desk technicians are computer support specialists who assist customers and employees struggling with computer problems via email, online chat, voice call, or in person. 

A help desk technician utilizes their IT knowledge and expertise in hardware and software to troubleshoot any problems users may encounter while using their computers. Aside from technical expertise, computer support specialists need to have quality soft skills and a patient attitude that can deal with all customer inquiries, no matter how small. 

If you have a knack for solving computer problems related to hardware and software and the people skills to convey that knowledge to your average computer users, then this position could be an excellent fit for you.

Education and certification 

While a formal education, especially a degree in Computer Science or any tech-related field, may increase your chances, a college degree isn’t required to become a help desk technician. 

If you can complete an IT certification like CompTIA A+, that should be enough to prove that you have the skills to do the job. But be warned, the CompTIA A+ exam can be difficult for someone with only a general understanding of how today’s tech works. 

Fortunately, the CompTIA Tech Career Academy offers an IT-Ready technical support program that gives hopeful prospects the training they need to earn a CompTIA A+ and start earning a healthy paycheck as technical customer support representatives.

Key responsibilities of a help desk technician 

A help desk technician is a customer support representative for any tech-related problems. The duties of a help desk technician include:

• Responding to tech-related inquiries via email, online chats, or in person.  

• Remotely guiding customers through systems configuration, troubleshooting, and maintenance. 

• Educating and training end users in new or unfamiliar technologies.

• Answering customer questions and concerns while guiding them through the optimal solutions. 

• Directing unresolved issues to next-level personnel while prioritizing customer satisfaction in all communications.

Technical skills and knowledge

As a skilled help desk technician, you may often be called to offer technical support or troubleshoot complex software, hardware, and operating system faults. However, every help desk technician must have comprehensive knowledge of computer operating systems, hardware, and software. 

Prior experience troubleshooting minor and major problems in computer hardware, software, and operating systems is also required, as that’s almost 80% of the job. On occasion, a help desk technician may even be called upon to troubleshoot cloud computing network administration or cybersecurity issues, so expertise or, at the very least, familiarity in those two domains is also a requirement. 

Lastly, as alluded to earlier, a help desk technician also needs to have personable communication skills and the required technical skills.  

For example, your job often includes helping the older members of your customer base regain their passwords. In such cases, you need patience, a calm demeanor, and the ability to explain complex topics as simply as possible. 

Tips for success as a help desk technician 

While a help desk technician job offers a lucrative and steady paycheck, the competition surrounding it will only increase as the years go by. Thus, you must differentiate yourself from the thousands of applicants you’ll be against. 

Fortunately, I compiled a few tips to help you jump from a standard help desk technician to someone recognized as an expert. These tips include:

Develop strong communication skills

Listen carefully when users describe their issues and ask questions when necessary. Plus, you need to be able to explain complex technical jargon in simple terms when offering customer support to non-technical users. 

Hone your problem-solving skills

Use a logical approach to break down complex problems into smaller, more manageable parts. Use available tools and documentation to analyze unfamiliar problems to ultimately find a solution carefully. 

Continuously improve your technical skills

Stay current with technological advancements and trends and regularly update your knowledge of operating systems, hardware, and software concepts. 

Pursue industry certifications

Believing you know it all is the worst thing you can do for your career. Never sit idle. Consider earning as many certifications as you can. The best ones for furthering your career include CompTIA A+, Microsoft Certified: Modern Desktop Administrator, and Network+.

Overcoming common challenges

A help desk technician, or any customer support job, comes with its fair share of challenges. However, the real experts know how to deal with and overcome these common challenges by:

• Staying calm in tense situations.

• Keeping yourself up to date on the latest technological advancements and trends.

• Developing an efficient time management system that helps them manage their workload. 

On that note, here are a few common challenges all help desk technicians face and how you can overcome them.

1. Managing a high number of support requests

As a help desk technician, it is easy to get swamped by customer requests. The only solution is to manage a task prioritization system that categorizes issues according to urgency and impact. Deal with the critical issues first, then move your attention towards the less urgent ones.

2. Dealing with difficult or frustrated users 

Most customers you encounter will be naturally frustrated with their inability to solve their problems. The trick here is to deal with every customer with empathy. Acknowledge their frustrations first to de-escalate the situation. Then, explain in simple terms how you’re solving the issue. Remember to maintain your composure throughout the conversation.

3. Keeping up with rapidly changing technologies

The current AI revolution is quickly changing the technological landscape. It’s very important to stay current on the latest technology trends. 

Our suggestion is to regularly upskill yourself through online courses and certifications. I suggest joining professional groups on LinkedIn or forums to discuss these trends and challenges with people who may have more knowledge than you. 

Summary

A career as a help desk technician is about to become much more lucrative if technology continues to advance as it has in the past few years. 

Even now, a skilled help desk technician offering proactive support can earn between $46K to $67K per year. And the best part is that you don’t necessarily need a college education to pursue a career in this field. However, you’ll need certifications like CompTIA A+ or Network+ to be eligible for the role in almost any company. 

Thankfully, some resources and training can help you get those certifications, and I recommend taking advantage of an opportunity like this.

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