Help Desk Technician Job Roles & Responsibilities

Help Desk Operations - Technical support technicians require little formal training. Explore the options for graduation, roles, and certification to see if this is the right career for you.To be successful as a technical support technician, you must be familiar with computer systems and have excellent customer service skills. This knowledge, especially technological aspects, can be obtained through a diploma, certificate, or study program at a technical school or university. Employment growth is expected to be faster than average over the next decade, and obtaining a higher degree in computer science can improve career prospects. 

Basic Information

Technical support technicians are trained to resolve IT problems through email and telephone instructions to customers. They may have specialized training or have an associate or bachelor's degree in a specialty related to IT. In addition to a thorough understanding of computer systems, technical support technicians must have satisfactory customer service skills.

Help Desk Technician Career Options –

Outsourced Noc And Help Desk Services Technical support technicians provide help with the technical problems computer users encounter. Technicians are familiar with customer service techniques and technical expertise and should be prepared to deal with a variety of technical issues and customer complaints. Service technicians generally work by phone or email to solve customer hardware and software problems. They are trained to diagnose the technical issues and explain to customers how to solve the problem. This process requires specialized knowledge, problem-solving skills and patience to work with potentially annoying or angry customers. Qualified support technicians can find jobs such as:

• Call Center Representatives
• Personal assistance to the end-user.
• Hardware or software support technicians
• Application Specialists 

Job Description –

The entire technical support team needs excellent problem solving, communication and interpersonal skills, as well as patience, a friendly attitude towards the client and the ability to work in a group.

Also, technicians must have a solid technical knowledge of the technology, including the various hardware, software, and supported network systems.

The employer's requirements depend on the level of the technical support position.

Level 1, an entry-level position, generally requires less than two years of professional experience and may require an associate's degree or successful completion of courses at a technical school.

Level 2 work generally requires two to four years of work experience and may require a bachelor's degree or two years and equivalent additional work experience in a support service environment.

Level 3 positions typically require four or more years of technical support experience, may require a bachelor's degree in computer science or a related field, and professional certifications, such as the HDI customer service representative or center analyst Support or designation Microsoft Certified Systems Engineer (MCSE).

Training requirements for technical support technicians

Noc Outsourcing Technical support technician training is offered through programs in technical schools, community colleges and universities. An application can be a diploma, certificate or one-year professional credit for continuing education, which can be obtained in six weeks or two semesters. Many educational programs offer support placements that allow students to practice their new skills in a work environment. Courses that prepare students to deal with the variety of problems encountered in technical support can include:

• Software and hardware configuration
• Information system
• Installing updates
• Network fundamentals
• Troubleshooting and repair
• Customer service
• Communication
• spyware
• certification

Some technical schools and colleges design their study programs to prepare students to pass the CompTIA A + computer troubleshooting certification. CompTIA credentials meet industry standards and are required by many companies, including Microsoft, Cisco, and Hewlett-Packard. Certification is obtained after technicians have passed two exams and completed 500 hours of technical experience in the field.