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.
IT help desk technicians provide technical support and troubleshooting services to end-users who need assistance with their computer hardware or software. There are two chief types of help desk technician: In-house and Remote. Remote help desk technicians support technology customers via phone, online and occasionally on-site. In-house technicians only provide support for internal employees.
Help desk technicians need a deep understanding of computer hardware and software. Strong communication skills are also essential, as help desk specialists must effectively communicate solutions to both technical and non-technical individuals. The IT help desk career path is ideal for methodical problem-solvers with an aptitude for learning and quickly adapting new skills. Patience, resourcefulness and a desire to help others are desirable virtues in technical support and help desk roles.
Help Desk Skills & Responsibilities
Typical day-to-day duties and in-demand skill sets for IT help desk technicians include the following. Help desk technicians:
- Diagnose computer errors and provide technical support.
- Troubleshoot software, hardware and network issues.
- Train end-users how to setup and use new technologies.
- Backup and restore an organization's data files and systems.
- Install, configure and upgrade PC software and operating systems.
- Clean and repair computer hardware, such as keyboards and printers.
- Remote IT help desk technicians provide technical support over the phone or Web.
- Remote help desk technicians often use specialized help desk support software to take control of end-users' computers to troubleshoot, diagnose and resolve complex issues.
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