How to Become a Help Desk Engineer

Beyond that technical proficiency, they must also have excellent interpersonal skills to interact with customers. In general, desk support technicians achieve similar levels of education than help desk engineers. They’re 2.8% less likely to obtain a Master’s Degree while being 0.6% less likely to earn a Doctoral Degree.

LaShana Lewis, a former help desk worker and software engineer at MasterCard®, says people new to the field have an excellent opportunity. Teeple emphasizes the importance of knowing how to support your team and your employer as you advance up the IT ladder—a skill that’s honed to perfection working as a help desk technician. You’ll learn how to view problems from the users’ perspectives and work effectively with a team. These are two skills that will prove invaluable in any higher-level IT position. Answer queries about hardware, software, and applications either in person or over the phone.

Help desk engineer vs. Desk support technician

They may also be required to work overtime to meet deadlines or to resolve critical issues. The employment of service desk engineers is expected to grow much faster than average over the next decade. In general, senior infrastructure engineers hold similar degree levels compared to help desk engineers. Senior infrastructure engineers are 4.0% more likely to earn their Master’s Degree and 0.2% less likely to graduate with a Doctoral Degree.

help desk engineer

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Job outlook for help desk support positions

Demand for these workers will increase as organizations continue to outsource IT services and support to reduce costs. Service desk engineers will be needed to provide support for the vendors providing these services. In contrast, someone who is technically proficient but without experience in customer service should focus on building their communication skills. You can work on both simultaneously with a foundational online course like Google’s Technical Support Fundamentals.

become a help desk engineer

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. Service desk engineers can take advantage of this trend by becoming familiar with the latest technology and how to use it effectively. They can also learn how to use technology to communicate with customers in new ways, such as through social media or chatbots.

What can you gain from becoming a help desk technician?

He or she will be responsible for logging and tracking customer issues, as well as escalating tickets to level 2 support when necessary. The goal is to resolve customer issues quickly and efficiently, with a focus on first-time resolution. Even though help desk engineers and desktop support specialists are distinct careers, a few of the skills required for both jobs are similar. For example, both careers require troubleshoot, help-desk support, and technical support in the day-to-day roles and responsibilities. While similarities exist, there are also some differences between help desk engineers and desktop support specialist. On average, desk support technicians earn a lower salary than help desk engineers.

“Take advantage of your relationship with other departments in the IT sphere,” she urges. These are the types of transferrable skills that will stick with you on your journey of climbing the corporate ladder in the IT industry. “Technical knowledge doesn’t always stay relevant, but the ability to quickly research and master new challenges will never go down in value,” explains Nick Teeple, co-founder of Skyline Servers.

You’ll have opportunities for professional growth

This service desk course will help you to learn all of these skills which will give you the confidence to become a professional IT Support Technician. The role of a Service Desk Engineer is one that requires constant attention to detail. They are responsible for handling customer inquiries and complaints, as well as providing technical support for the company’s products or services. 51.1% of help desk engineers graduate with a bachelor’s degree, and 6.3% of people in this position earn a master’s degree. While most help desk engineers have a college degree, it’s possible to be successful as a help desk engineer with only a high school degree.

  • Read on to learn more about help desk technicians and how you can become one.
  • IT support focuses on providing technical assistance for complex product issues.
  • Interestingly enough, desk support technicians earn the most pay in the technology industry with an average salary of $50,316.
  • My hope is you can feel good about kick-starting a career in IT, or get an understanding of what you need to do to keep climbing and have success.
  • Virtual Lab provides hands-on, real-world practice using your newly gained skills on projects defined by industry experts, adding practical experience to your resume.

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