How long should I stay in help desk?

 

 help desk support salary

We all have to start somewhere, and helpdesk work is as good a place as any for tech professionals to dive in. Helpdesk teaches important communication skills, technical troubleshooting techniques, and how SLAs and call escalations work. If you aren’t much of a conversationalist, then working on the phone all day can help draw you out of your shell. These are all great foundational skills to learn early on in your career and can help you to understand how support roles generally work. How long you should be looking to work in such a position depends on you. You need to consider the important details — career development and room to grow are big ones.

Becoming a Lifer

Different people generally have their own long and short term plans, and not everyone wants to move on from working in a helpdesk role to one like customer support technician or customer service professional.

However, if you are someone that really needs to get their hands dirty with practical work, then moving on is essential. The general rule of thumb is that two to three years is probably the longest you want to be in a helpdesk role if you plan on moving up into a more specialized field. That is assuming that you are using such a position as a stepping stone. Staying any longer and you risk becoming a ‘lifer’ and breaking out of that mold is tough.

Is help desk a dead end job?

 how much does a help desk technician make

"Some people use it as a launch pad, and other people make it a dead-end job," he says. The greatest opportunity for help desk technicians lies in their ability to learn about different facets of the business, "which makes them more valuable than a pure IT guy," says Rosen.

12 essential skills you need in a help desk job

Working at a help desk or in a support role is a great way to be tapped into the core of any business: customers and products. In a help desk job, you get to connect with customers, understand their experience with your company, and get to know the product inside and out. It takes a certain mix of skills, values, and personal characteristics to really go far in a help desk or support career.

I sat down with Rick Bal, a Premier Support Manager here, and asked what impresses him most when looking for and interviewing help desk or support candidates. With over 5 years leading and staffing Atlassian support teams, Rick knows what makes for a stellar help desk support agent.

12 traits hiring managers look for in help desk job candidates

1. A real desire to help people.

This person does a great job because they truly want to help others, not because it’s “their job”. They work hard to play hard, find joy in their day-to-day tasks, and have passion for their role.

2. Works ‘with’ and not ‘for’ the customers.

A superior support agent sees the customer as an equal partner, and considers themselves an extension of the customer’s team. Identifying with the customer as a partner helps support agents treat problems as their own and provide a level of service that they would expect themselves.

3. Positive and optimistic approach to problem-solving.

Support jobs can be difficult, but this person doesn’t allow negative customer interactions to become contagious. In the face of a tense or charged situation, this person knows how to stay logical and focus on solving the issue at hand. They approach customers with empathy, don’t complain about customers when things get tough, and look for what can be learned from the situation.

4. Creates and cultivates a playful and relaxed work environment.

This person enjoys themselves at work, spreading a positive can-do attitude. A great support agent integrates a bit of fun into their daily tasks to make everyone’s loads a little lighter. Office pranks are always a fun way to do this.

5. Collaborative team spirit.

This person feels responsible not only for their own tasks, but also cares about their team’s workload, too. They know when to ask for and offer help, and understand how much they can take on at a time. They care about the team’s success, and are happy to sacrifice personal goals when needed to help the team achieve its goals. There are times you will get pulled into a call that lasts for hours on end, so it’s good to know the team can cover for you.

6. Passion for the product.

An awesome support agent is an informed champion of their products. They’re enthusiastic about using them, understanding how they work inside and out, and seek to improve them. This natural curiosity drives them to tinker, and truly understand how the product works, not just how to fix it when something breaks. This type of passion for the product shows up in customer interactions, and it’s infectious.

7. All-star communication skills.

A great help desk agent simply enjoys communicating with customers. They know it’s essential to listen and understand before being heard. This person strives for transparency, and communicates with tact. They know how to adapt their style to different kinds of customers – from those that want to be your best friend, to those that just want the problem solved. Their natural teaching skills help customers understand the product enough to even solve issues on their own.

What certifications should I get for help desk?

 help desk certified

These days, having IT support is vital for your business. If you’re not a tech master, understanding troubleshooting and repair is difficult. But if you’re not a tech expert, who says your staff is tech experts?

While there are plenty of IT education and training opportunities, there are ways you can ensure your IT staff are true professionals.

Certifications are one way to identify an experienced employee from an entry-level IT tech. But with so many types of certifications, many employers overlook this benefit.

If you’re hiring for an IT team, you need to check for certain certifications on their resumes. Here are 5 of the best desktop support certifications.

1. CompTIA A+

The CompTIA certification is one of the most prestigious IT certifications. Many IT professionals strive for this certification for the reputation and comprehensive training.

CompTIA is useful for CompTIA is also great for entry-level support techs who want to expand their skills and for those who desire more certifications.

2. AppleCare Mac Technician (ACMT)

If you use Apple products, find an IT tech with advanced knowledge of Apple products and Mac computers.

The best certification to find is the AppleCare Mac Technician or ACMT. Also called the Apple Certified Mac Technician, they’re trained in-depth in MacBook, MacBook Pro, and other professional Apple products.

3. HDI Customer Service Representative (HDI-CSR)

If you don’t know what HDI is, you need to study IT a little more closely. HDI is one of the most legendary tech organizations. Their certification, the HDI-CSR, specializes in service desk and technical support.

But the HDI-CSR is extremely complex.

Their certifications range from entry-level (HDI Desktop Support Technician) to a directorial certification (HDI Support Center Director). As long as you see “HDI” in their certification, you’ll know they’re the best candidate.

4. ITIL Foundation

ITIL, or Information Technology Infrastructure Library, is a source for IT service delivery. Their certification covers all IT aspects, including design, development, support, and delivery.

Keep in mind, the ITIL Foundation certification is the most basic certification.

There are many levels: practitioner, intermediate, expert, and master.

5. Microsoft Certified Solutions Associate on Windows 10 (MCSA: Windows 10)

Many people, including professionals, experience difficulty with Windows 10. If this is the software your firm uses, hire a Windows 10 expert. As problems arise, a tech guru can help both your system and your customers.

Even though is a recent certification, it offers comprehensive Windows training that typical training doesn’t offer.

How long should I stay in help desk?

 entry level help desk

How Long Should You Stay on the Help Desk?

We all have to start somewhere, and helpdesk work is as good a place as any for tech professionals to dive in. Helpdesk teaches important communication skills, technical troubleshooting techniques, and how SLAs and call escalations work. If you aren’t much of a conversationalist, then working on the phone all day can help draw you out of your shell. These are all great foundational skills to learn early on in your career and can help you to understand how support roles generally work. How long you should be looking to work in such a position depends on you. You need to consider the important details — career development and room to grow are big ones.https://www.fieldengineer.com/blogs/what-does-a-help-desk-technician-do

Becoming a Lifer

Different people generally have their own long and short term plans, and not everyone wants to move on from working in a helpdesk role to one like customer support technician or customer service professional.

However, if you are someone that really needs to get their hands dirty with practical work, then moving on is essential. The general rule of thumb is that two to three years is probably the longest you want to be in a helpdesk role if you plan on moving up into a more specialized field. That is assuming that you are using such a position as a stepping stone. Staying any longer and you risk becoming a ‘lifer’ and breaking out of that mold is tough.

Signs of Stagnation on the Helpdesk

There is nothing “wrong” with working in a helpdesk position. Things are good if you are employed at a nice company and you are satisfied with your hours and pay. Some people really enjoy the predictability and security of scripted work. The problem with any entry level role is that it suffocates your potential in the long run if there is no room to grow. If you have any aspirations beyond repetitive tasks, then you are wasting your potential.

CompTIA A+ (900 series)

What skills do you need to be a help desk technician?

 entry level help desk technician

The (IT support) times they are a changin’, and IT service desks have already reacted not only in how they operate but also in how they recruit and train their staff. The average service desk, if there is such a thing in reality, is now focused on recruiting people with service desk skills like customer service, communication, and problem-solving skills – rather than previous support experience or deep technical knowledge.

It sounds great from a customer service point of view, but is this merely a plateau before another step change in end-user expectations of IT support (and associated industry best practices) change the qualities required of service desk staff again?

The service desk status quo in 2015

At the end of 2015, HDI – a professional association for the technical support industry – released its annual support center practices and salary report. Naming the top ten sought-after skills for hiring and promoting staff as:

1. 1. Customer service
   2. Communication skills
   3. Ability to learn quickly
   4. Troubleshooting/problem-solving skills
   5. Ability to work under pressure
   6. Adaptability
   7. Teamwork skills
   8. Interpersonal skills
   9. Support experience
   10. Integrity

With the provided training also emphasizing the need for customer service skills (please note that this HDI table includes only those organizations that have each position)

Source: HDI, 2015 Support Center Practices & Salary Report

And just to really underline the importance of customer service skills, the top five factors that influence salary increases for service desk people were said to be [Source: HDI, 2015 Support Center Practices & Salary Report]:

1. Customer service skills
2. Quality of work
3. Meeting performance metrics or standards
4. Help desk or support experience
5. Increased job responsibilities

One can’t argue with the importance of customer skills to IT support but the times are still a changin’, with two factors in particular anticipated to change the requirements for service desk staff as we work our way into 2017.

Looking to 2017 and beyond – the growing importance of customer experience

Many service desks are already aware of the growing use of customer experience in the business-to-consumer (B2C) world – with improving customer experience a method of winning and retaining customers. This growing use of customer experience is raising customer expectations of services and service; and employees (who are, after all, consumers) are bringing their new expectations of customer experience into work and measuring the IT department, HR, and any other corporate service provider against them.

These customer-experience-adopting B2C companies will testify that a focus on customer service alone is no longer enough. And thus service desk management and staff (and the wider IT organization) will need to fully understand the constructs of customer experience, what it means in the context of corporate IT service delivery, and what they need to do to at least keep up with the growing expectations of employees.

Why do I want to be an office manager?

 help desk job salary

"My key areas of strength as they relate to this position include wide experience in all areas of office operations, exceptional planning and organizational skills, strong problem-solving, and decision-making skills, outstanding communication skills and a passion for excellent customer service.

Office manager interview questions that explore the competencies, skills and experience required for successful job performance in the majority of office management positions.

You can expect:

• interview questions that determine your understanding and experience of the office manager role
• interview questions that determine your skills as they relate directly to the job opportunity
• behavioral intervieUse the excellent sample interview answers as a guide to developing your own winning responses.

  10 Top Office Manager Interview Questions

  1. Describe a typical day in your previous job.

  This question is trying to determine your general experience of this type of position.

  In your interview answer focus on the tasks and responsibilities that are most critical to the job opportunity. Carefully review the job description in the job posting to highlight the essential task requirements. Describe your day in terms of these requirements. This will ensure your interview answer is focused and relevant.w questions that assess the competencies needed in the role
• 
  

What do I need to know for a help desk job?

 it help desk jobs

12 traits hiring managers look for in help desk job candidates

• A real desire to help people. ...
• Works 'with' and not 'for' the customers. ...
• Positive and optimistic approach to problem-solving. ...
• Creates and cultivates a playful and relaxed work environment. ...
• Collaborative team spirit. ...
• Passion for the product.
• 
  

  Working at a help desk or in a support role is a great way to be tapped into the core of any business: customers and products. In a help desk job, you get to connect with customers, understand their experience with your company, and get to know the product inside and out. It takes a certain mix of skills, values, and personal characteristics to really go far in a help desk or support career.

  I sat down with Rick Bal, a Premier Support Manager here, and asked what impresses him most when looking for and interviewing help desk or support candidates. With over 5 years leading and staffing Atlassian support teams, Rick knows what makes for a stellar help desk support agent.

  12 traits hiring managers look for in help desk job candidates

  1. A real desire to help people.

  This person does a great job because they truly want to help others, not because it’s “their job”. They work hard to play hard, find joy in their day-to-day tasks, and have passion for their role.

  2. Works ‘with’ and not ‘for’ the customers.

  A superior support agent sees the customer as an equal partner, and considers themselves an extension of the customer’s team. Identifying with the customer as a partner helps support agents treat problems as their own and provide a level of service that they would expect themselves.

  3. Positive and optimistic approach to problem-solving.

  Support jobs can be difficult, but this person doesn’t allow negative customer interactions to become contagious. In the face of a tense or charged situation, this person knows how to stay logical and focus on solving the issue at hand. They approach customers with empathy, don’t complain about customers when things get tough, and look for what can be learned from the situation.

• 
  

Cloud engineers plan, develop and support organizations'

help desk technician rapidly growing cache of cloud computing solutions. Let’s start with a quick definition of “cloud computing” for those who are unfamiliar with the term: simply put, cloud computing is the on-demand, pay-as-you-go distribution of IT resources over the Internet. The cloud has changed the way IT departments operate by providing a newfound level of control and scalability over technological resources like data storage and processing, web hosting, software distribution, and analytics. This ability for organizations to host key IT products and services in a shared, web-based environment with dedicated off-site management personnel leads to greater efficiency, lower costs, better security, increased mobility and a host of other benefits. Now that we have a basic understanding of cloud computing and why it’s a top priority for employers, let’s explore some career options. The most popular cloud computing job title is “cloud engineer,” which is the designation we’ll use most frequently on this page, however “cloud engineer” typically represents a category of job roles that includes cloud architect, cloud support associate, and cloud developer - each of which we’ll delve into deeper. Cloud computing knowledge is not only important for jobs with “cloud” in the title - these expertise are in high demand for legacy tech roles like software engineer, data scientist and cyber security specialist as well.

How do I become a help desk technician?

 help desk technician certification

A help desk is a resource intended to provide the customer or end-user with information and support related to a company's or institution's products and services. The purpose of a help desk is usually to troubleshoot problems or provide guidance about products such as computers, electronic equipment, food, apparel, or software. Corporations usually provide help desk support to their customers through various channels such as toll-free numbers, websites, instant messaging, or email. There are also in-house help desks designed to provide assistance to employees.

A typical help desk can effectively perform several functions. It provides a single (or multiple) point of contact for users to gain assistance in troubleshooting, get answers to questions, and solve known problems. A help desk generally manages its requests through the use of software such as issue tracking systems. These systems often involve the use of a "local bug tracker" (LBT). This system allows the help desk to track and sort user requests with the help of a unique number, and can frequently classify problems by user, computer program, or similar categories. Many software applications are available to support the help desk function. Some target the enterprise level help desk and some target departmental needs.

In the mid-1990s, research by Iain Middleton of Robert Gordon University^[1] studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other information technology units.

Large help desks^[2] are often structured into different levels to handle different types of questions. For example, a first-level help desk may be prepared to answer the questions or provide the information commonly found among the FAQ or in a knowledge base. If the issue is not resolved at the first level, it can be forwarded to a second level with resources to handle more complex issues. Organizations may also have a third level of support to deal with software-specific needs, such as updates and bug fixes that directly affect a specific client (see application analyst).https://www.fieldengineer.com/blogs/what-does-a-help-desk-technician-do

Large help desks have a person or team responsible for managing the incoming requests, called "issues"; they are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, large help desks have several teams that are experienced in working on different issues. The queue manager will assign an issue to one of the specialized teams based on the type of issue raised. Some help desks may have telephone systems with ACD splits ensuring that calls about specific topics are put through to analysts with the requisite experience or knowledge.^[3]

Desktop support engineer salary

   desktop support engineer salary

A Desktop Support Engineer resolves issues present in a company’s computer system. They fix server and security problems that impact business networks. The desktop engineer installs, maintains, and troubleshoots required client software and hardware, whether onsite or remotely.

The desktop engineer’s vital goal is to deliver support to an organization’s desktop, laptop to ensure all computers, network connections and software are functioning smoothly. The Engineers contribute the success of the organization by the computer support in the desktop environment. The technical support is what a client is looking for either in the assigned field or at the office.

Whether it’s a large enterprise or SMB the requirement of desktop support engineer is required everywhere for better assistance in case of any malfunctions. They resolve the technical issues of a computer user. They ensure to make the user comfortable.  

As computer issues occur at any time, Desktop Support Engineers work a variety of shifts, including weekends. Although they can virtually access client computers and mostly work from their office or desk, they may have to travel to the assigned field or site and server rooms to set up and fix client computer systems.

In the world of Information Technology field, most companies demand contracts with large or medium-sized Information Technology organization.

Desktop Engineer Job Description

desktop engineer’s job needs the assembly and installation of desktops, laptops, maintaining all systems up to date with upgrades and security resolutions. The standard routine is that the software section of an organization designs an application which will make the regular operations of an organization easier and much faster with the help of a support engineer. Another step is that business can purchase an authorized enterprise version of the software and allow the user to work on it based on the requirements. In both the scenarios, a group of Desktop Support Engineers will behave as a connection among the users and the new software. The engineer will work together with the users and provide their capability for trouble-free customer experience.

When it comes to roles and responsibilities, the Support Technician’s primary aim is to provide support to an organization’s IT systems to help them meet their business goals. They ensure that all computers and networks operate efficiently with high uptime. As a desktop engineer, you will assemble and install client desktop computers and assist the end-user in securing their hardware. The essential job descriptions include the following:

• To support daily technical support activities for desktop, data, and server management
• To set up and test desktop computer peripherals
• To perform the system changes adhered to organizational policies
• Conduct remote desktop troubleshoot to end-users along with documentation ticket maintenance
• Maintain technical documentation in association with other functional departments

Is help desk a good job?

 help desk jobs salary

Hard skills development. Help desk technicians work with nearly every system a company uses or sells. That includes operating systems -- applications, networks, the Internet, hardware and peripherals. In a help desk role, you can gain in-depth, real-world knowledge of these technologies, an especially valuable commodity for workers with little or no job experience. This wide-ranging exposure allows you to not only build your hard skills, but also determine which technologies you have the greatest passion for.

Soft skills development. There’s no doubt well-developed technical skills are essential for any IT professional, but that doesn’t mean they’re all you need to build a successful career. Increasingly, managers are looking for employees who also have strong interpersonal skills, such as communication, problem-solving and leadership abilities. These so-called soft skills can be learned on the help desk. Think about it: Performing step-by-step troubleshooting of a proxy server configuration with a person unfamiliar with the workings of the e-mail system allows you to build your communication skills. And keeping your cool when helping a stressed caller resolve his problem can improve your tact and diplomacy.

Advancement potential. Perhaps the best part about a help desk role is that it’s often possible to leverage the skills and experience gained there to secure a higher-level position. Many network, Web and e-mail administrators, for example, got their starts on the help desk. In addition, many advancement opportunities exist within the help desk itself. In large companies, Tier 2 and Tier 3 professionals are needed to supervise, train and assist junior help desk technicians. Another potential career path is to pursue a position as a help desk manager. According to the Robert Half Technology 2007 Salary Guide, the national average starting salary for help desk managers is $62,500 to $88,250 this year.

> Unlike most areas of IT, which call for extremely specialized knowledge, the help desk requires professionals to be familiar, at least in a broad sense, with a large number of technologies. If you’ve grown up with computers or are the unofficial tech guru among your friends, a spot on the help desk may be the right way to start your IT career.

Katherine Spencer Lee is executive director of Robert Half Technology, a leading provider of IT professionals on a project and full-time basis. Robert Half Technology has more than 100 locations in North America, Europe and Asia and offers online job search services at www.fieldengineer.com

How much does entry level help desk make?

 helpdesk salary

The term “office worker” can apply to anyone who primarily works in a climate-controlled room with a desk, computer and outside communications connections. Their tasks emphasize the mental over the physical. Because of the broad definition, which can cover such jobs as CEOs, clerks, secretaries and architects, the designation must narrow to those handling administrative tasks in an organization.

Basics

The country’s more than 21.3 million office workers earned a mean $34,120 per year, or $16.40 per hour, as of May 2011, according to the Bureau of Labor Statistics. The lowest-paid 10 percent made less than $18,980 yearly, or $9.13 hourly, while the best-paid 10 percent received more than an annual $53,880, or $25.90 per hour. More than 5 percent of the total worked for depository-credit intermediation, which included banks and credit unions. Mean wages here ran $31,950 per year, or $15.36 per hour. The highest wages were in the Postal Services, averaging an annual $51,300, or $24.66 hourly.

Number

The office occupation with the most employees belonged to general office clerks, which comprised almost 10 percent of the total. They averaged $28,920 annually, or $13.90 per hour, with lows under $17,740 yearly, or $8.53 per hour, and highs above an annual $43,390, or $20.86 hourly. They handled miscellaneous office tasks such as answering phones, filing records or running errands. Their biggest employer was local government, where 191,580 earned a mean annual $31,960, or $15.37 per hour. Their highest-paying employer was the Postal Service, averaging $53,170 per year, or $25.56 hourly.

What Does A Help Desk Technician Do?

 help desk technician

Help desk technicians play a crucial role in providing technical support systems for IT users, including employees and customers.

Help desk technician job description

Help desk technicians are instrumental to the smooth running of any IT department, and they also provide a valuable service to customers and clients. Often the first port of call when there is a network issue, these skilled technicians have expertise in customer service, as well as problem-solving.

A help desk technician has a varied role, which is centered on maintaining technologies, providing IT support, troubleshooting and identifying solutions.

Desk technicians can work in-house or remotely on a freelance basis, and their day to day job may change depending on the nature of concerns raised by employees or customers. In-house employees deal only with internal systems and network issues that affect and impact the workforce, while remote workers may deal with customer queries and problems via phone, email or on-site visits.

Day to day tasks

Common examples of tasks undertaken by an IT help desk technician include:

• Providing assistance to customers who experience technical problems. Most commonly, this involves either telephone or online communication.
• Using diagnostic techniques and problem-solving methods to troubleshoot issues over the telephone, via live chat or as part of an on-site visit
• Talking customers through a troubleshooting process and working together to rectify problems
• Identifying effective solutions and offering explanations to customers and employees
• Recording events, concerns and issues and updating case queries and customer statuses
• Collecting and passing on feedback from clients
• Suggesting improvements for future cases
• Training end users to use new systems and programs
• Backing up, updating and maintaining networks
• PC cleaning, repair and maintenance

network support technician salary

 

network support technician salary

SEE MORE SALARIES FOR GOVERNMENT PROFESSIONALS

These workers operate equipment using sound wave or radio technology. They use this to track, analyze and identify objects of military interest or natural phenomena. They may also perform maintenance tasks such as cleaning their equipment. To become a radar or sonar technician, one must first join the military. A high school diploma or GED is also required.

A Radar or Sonar Technician can earn average salaries somewhere between $32,000 and $48,000 based on seniority. Radar and Sonar Technicians get an average salary of Forty Four Thousand Six Hundred dollars on a yearly basis.

aster the art of closing deals and making placements. Take our Recruiter Certification Program today. We're SHRM certified. Learn at your own pace during this 12-week program. Access over 20 courses. Great for those who want to break into recruiting, or recruiters who want to further their career.

IS IT help desk a good job?

 help desk salary

Those looking to break into the IT industry -- whether they are recent college graduates or entry-level professionals, or are transitioning from another profession -- often have the same initial question: Where do I start?

The concern is legitimate. The first steps you take as you launch your career in the technology field play a role in establishing the professional path you ultimately take. It’s also necessary to build a solid foundation of skills and experience early on so you can prepare yourself for additional responsibilities and advancement opportunities down the road.

> So, what’s a good first job? Quite frequently, rewarding IT careers start on the help desk. The support field is booming as companies continue to expand their operations and invest in technology to fuel this growth. In addition, the release of new systems and products rarely slows -- the new Windows Vista and accompanying Office updates are good examples -- meaning there is a steady need for specialists to help end users troubleshoot the applications and hardware they rely on.

India’s highest paying tech jobs and the skills that rake in the big bucks

> But more important, a help desk job can put you in a good position for future growth. Here are a few reasons why:

Hard skills development. Help desk technicians work with nearly every system a company uses or sells. That includes operating systems -- applications, networks, the Internet, hardware and peripherals. In a help desk role, you can gain in-depth, real-world knowledge of these technologies, an especially valuable commodity for workers with little or no job experience. This wide-ranging exposure allows you to not only build your hard skills, but also determine which technologies you have the greatest passion for.

Soft skills development. There’s no doubt well-developed technical skills are essential for any IT professional, but that doesn’t mean they’re all you need to build a successful career. Increasingly, managers are looking for employees who also have strong interpersonal skills, such as communication, problem-solving and leadership abilities. These so-called soft skills can be learned on the help desk. Think about it: Performing step-by-step troubleshooting of a proxy server configuration with a person unfamiliar with the workings of the e-mail system allows you to build your communication skills. And keeping your cool when helping a stressed caller resolve his problem can improve your tact and diplomacy.

Advancement potential. Perhaps the best part about a help desk role is that it’s often possible to leverage the skills and experience gained there to secure a higher-level position. Many network, Web and e-mail administrators, for example, got their starts on the help desk. In addition, many advancement opportunities exist within the help desk itself. In large companies, Tier 2 and Tier 3 professionals are needed to supervise, train and assist junior help desk technicians. Another potential career path is to pursue a position as a help desk manager. According to the Robert Half Technology 2007 Salary Guide, the national average starting salary for help desk managers is $62,500 to $88,250 this year.

Is desktop support a good job?

desktop support analyst salary

A career in IT/Desktop support offers a lot of opportunity and benefits. It gives you an easier window into almost any tech industry. It also provides a good medium for improving your technical skills. If you love computers, network systems and working with people, IT support may be a great way to launch your career.

To become a desktop support technician, you’ll need to have good knowledge of computer hardware, operating systems and applications. If you’re new to the field, you can get a quick head start by reading books or enrolling for online foundation courses with sites like Coursera, Udemy or Lynda. Some desktop support positions also require that candidates have some experience with network connectivity as well as soft skills like:

• Good customer-friendly attitude
• Strong communication skills
• A process-oriented or analytical approach to solving problems
• A passion for the job and willingness to learn

Education and Experience

Most companies do not require a college degree for entry-level desktop positions. If you’re experienced and have the right skills, you stand a good chance of getting hired. That said, having a degree significantly improves your qualifications and puts you ahead of the pack. A degree is even more important if you intend to expand your career into mid-level or senior-level positions. Good fields to earn a degree in include computer science, software development or any IT related field.

Working as a Junior Level IT Support Technician

The duties of a desktop support technician vary with the size and needs of the company, but they typically include installing and configuring operating systems, monitoring computer systems and performing system upgrades. You may be tasked with solving software issues, replacing hardware and maintaining computer systems. Other possible duties include:

• Setting up new accounts
• Resolving password issues
• Testing and evaluating new technology
• Conducting safety checks on hardware

Desktop support professionals typically work in full-time positions, sometimes in shifts. They interact with clients and often have to work quickly, especially when resolving technical issues during the day (so productivity in the office can return to normal). Desktop support technicians working with larger companies may be required to travel between offices or to work late night or over the weekend. As your skill improves, your title may change to support specialist or maintenance engineer. The duties of higher level positions may include providing procedural documentation, managing teams and working with other professionals such as network engineers or software developers.

How much do desktop engineers make?

desktop support salary

Desktop support engineers play a crucial function in many businesses. These professionals help individuals at the organization with problems that arise with their computers, set up new equipment, and troubleshoot problems on the business's network. It is possible to obtain a position with a high school diploma and technical certifications, however some individuals in this position hold a bachelor's degree. After working in desktop support, professionals may wish to explore other computer-based positions. Some examples are presented below.

Job Title	Median Salary	Job Growth (2016-2026)*	Education or Experience
Network Administrators	$81,100 (2017, network and computer systems administrators)*	6% (network and computer systems administrators)	Bachelor's degree
Computer Network Architects	$104,650 (2017)*	6%	Bachelor's degree
Sharepoint Administrator	$72,420 (2018)**	6% (network and computer systems administrators)	Bachelor's degree and certification
Information Technology Director	$114,212 (2018)**	12% (computer and information systems managers)	Bachelor's degree

Sources: *U.S. Bureau of Labor Statistics (BLS), **PayScale

Career Information

Network Administrator

Desktop support engineers have extensive experience helping users within businesses to properly utilize their computers. One next step may be to become a network administrator. Network administrators work at businesses to determine what a company needs in terms of hardware and software and to ensure that these items are purchased and functioning properly. They may be responsible for security, both in terms of adding users to a network and of assessing whether there are outside threats. Most network administrators have a bachelor's degree in a computer or information science field. They typically will also hold certifications for specific products used by their employer.

Computer Network Architects

Desktop support engineers must ensure that users' computers are responding appropriately to the network. Those that enjoy this component of their work may wish to consider moving into a position as a network architect. Computer network architects make plans for businesses to enhance their data networks. They are responsible for ensuring that the hardware and software in use supports the goals of the network. Computer security must be considered in designing the networks. Some network architects specialize in local area networks (LAN) or wide area networks (WAN). To become a computer network architect, a candidate must have a bachelor's degree in information technology and several years of experience.

Sharepoint Administrator

One way for desktop support engineers to grow their careers would be to specialize in particular platforms. One option might be to become a Sharepoint administrator. These professionals manage the Microsoft Sharepoint program, which helps businesses collaborate regarding documents and data. The Sharepoint administrator will ensure the security of the system, educate new employees as to how to use the system, and maintain the platform and servers dedicated to Sharepoint. To enter this role, candidates should possess a bachelor's degree and experience with Sharepoint. Certification is available and recommended to move into this role.

Information Technology Director

Some desktop engineers may aspire to management positions. These individuals may wish to consider becoming an information technology, or IT, director. IT directors are responsible for planning and managing the information technology needs for their company. They are responsible for the department's budget and for technology purchasing from vendors. IT directors recommend any potential upgrades to the computer system. They direct the work of other computer professionals within the organization. IT directors typically hold a bachelor's degree and have extensive experience.