You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. Baseline cybersecurity skills are applicable across more of today’s job roles as companies search for qualified IT pros to secure their systems, software and hardware. Adding CompTIA Security+ to your resume shows employers that you can perform these core security functions – and launch your IT security career.

Here’s how you can leverage your experience at the help desk as your transition to software development. While many existing roles are unfilled due to a lack of qualified candidates, there are also newly-created positions that have been developed to meet the needs of new and emerging technologies. Working at the help desk is a great way to begin a career in cybersecurity. For one, the help desk gives you the opportunity to work with end users.

CompTIA A+ > CompTIA Data+

You’ll discover as you develop your active listening skills that end users will tell you just about everything you need to know to solve their problem. This not only builds empathy, but also helps you gather more information while asking fewer questions. A great addition to CompTIA A+ (or CompTIA ITF+) in this field would be CompTIA Data+. CompTIA Project+ gives business professionals the basic concepts to successfully manage small- to medium-sized projects. Being CompTIA A+-certified provides a strong foundation for this role.

help desk engineer

Then, take that knowledge, put a plan into place and take your career to the next level. One of the perks of starting your IT career at the help desk is your exposure to the many pathways technology can take you in your career. Software development is one of those pathways – and while having the hardware expertise may not be a prerequisite, knowing more is always better than not knowing enough.

Are you an HR manager or compensation specialist?

The differences between and help desk analysts can be seen in a few details. It typically takes 1-2 years to become both a help desk engineer and a help desk analyst. Additionally, a help desk engineer has an average salary of $52,444, which is higher than the $37,318 average annual salary of a help desk analyst. Help desk technicians frequently find themselves collaborating with other IT professionals to solve end user issues. Being able to technically analyze a situation is key to solving end user problems and shining in the role of help desk technician. To effectively analyze an end user’s issue, you must ask targeted questions about what they are experiencing.

  • To become more patient, remember that your end users are not as technically skilled as you are.
  • If you feel like you’re stuck at the help desk, check out your options and determine what you need to do to make your next move.
  • Even during something as simple as a shift handover, help desk technicians collaborate with their coworkers.
  • This means making your current end user’s problem appear to be your number one priority, even if you don’t view it as a pressing issue.
  • Having a strong knowledge of hardware and software and troubleshooting was never really par for the course when it comes to managing and analyzing data.

They are responsible for troubleshooting and resolving technical issues related to hardware, software, and network systems. help desk engineers work in a variety of industries, including IT, healthcare, finance, and government. They communicate with clients, identify problems, and provide effective and user-friendly solutions over phone, email, chat, and ticketing systems.

Help desk engineer vs. Desk support technician

Understanding how IT systems work from the inside out is the foundational knowledge you need to successfully continue along the IT infrastructure pathway. But even along this more traditional path, there are some interesting options that may interest you. A Desktop Support Specialist is focused on troubleshooting different software packages, hardware devices, and other peripherals. They monitor the performance of the company’s desktop infrastructure. Our job description management tool- JobArchitect streamlines your job description process.

  • We have included helpdesk engineer job description templates that you can modify and use.
  • If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.
  • Additionally, they document work using ticket tracking software and provide support for windows xp and mac osx operating systems.
  • Help desk engineers and help desk analysts have different pay scales, as shown below.

A web page with details provides answers to questions such as, “What if I’m teaching a class that includes a mix of first-year and other students,” “What if my TAs need a book? ” There are also suggestions about how instructors, staff, and students can get the book if they are not eligible for a university-provided copy. Getting started as a help desk professional can be as easy as earning a foundational IT certification. Take a few minutes to learn more about how to become a help desk technician, and check out the CompTIA A+ certification, your gateway into an entry-level IT position. Help desk technicians who pay sharp attention to detail also tend to work well with second- and third-level teams and set a good value perception for end users.

And as careers in data start to expand, so does the opportunity for those coming from the help desk. And if you’re embarking on a new field, you may have to learn some new concepts. Don’t worry – CompTIA offers training solutions for its certifications. There’s a good reason most IT support pros transition into a role in IT infrastructure – it makes perfect sense.

help desk engineer