Highest paying tech jobs

 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 Cwna a good certification?

 wireless security certification

Wi-Fi has become a hallmark of the 21st century; the World Economic Forum estimates that there are 50 million individual Wi-Fi networks currently operating in the United States. A Certified Wireless Network Administrator (CWNA) certification* qualifies a person to do the basic adjustments and maintenance tasks involved with running these networks in a commercial setting.

As an employer, you know you can't invest in every certification program that comes along; it makes sense to weigh the costs and benefits of a given program before signing your employees up for it. Here are just a few reasons why the CWNA course might be an excellent choice for a computer-based certification program for your company.

It Provides a Broad, Applicable Understanding of Wi-Fi Basics

The CWNA course teaches the key points about what Wi-Fi networks are made of, how they are installed and designed, what security measures they need and how to troubleshoot bugs in the network. Once someone has this base-level comprehension of how Wi-Fi networks function, they can use it to tackle many of the minor issues that regularly crop up in offices. Some of fixes needed might include:

• Fix problems with a weak signal that's interrupting your office's Internet connection
• Establish an authorized connection to new devices
• Set up a firewall

These are all things that a certified CWNA can probably figure out a solution to, nicely illustrating how handy it can be to have such a person in the office. Wi-Fi is a great tool, and the more your staff knows about it, the better they can use it to propel your business forward.

It's Vendor-Neutral

There are two main kinds of IT certifications: vendor-specific and vendor-neutral. Vendor-specific certifications are credentials that apply to only one particular company's networks and hardware - Cisco-branded certifications are a well-known example of this. They offer an incredible depth of knowledge and are often highly regarded for being so thorough, but are also so specialized in nature that they become obsolete outside of their intended contexts.

Vendor-neutral certifications like the CWNA designation, however, are not tied to any one company or brand. Rather, they are intended to provide general knowledge that will be relevant to learners using any of the wide array of product options on the market. This means that the skills your employees learn in a CWNA course will never be useless if you decide to change suppliers.

Your staff may never know quite as much about any one system, but you'll be thankful for the open-ended nature of this program if your company ever needs to change directions with its IT department. In that case, your existing CWNA-certified employees will be just as competent with the new systems as they were with the old ones.

It Can Serve As an Internal IT Funnel

Some companies hire externally for their IT needs, but others prefer to scout out talents for these positions from within their existing ranks. One good way to find promising prospective internal candidates for this move is to make entry-level certification courses available to your employees. The ones who take you up on the offer and excel in their classes are the ones you know you can put a little more investment into afterwards.

The CWNA certification is a good choice because it's intended to be basic and accessible to beginners, so as long as someone puts in the effort required to keep up, they should be able to pass the final exams with no problem. It also gives them a chance to try out some of the work they'll be doing in a low-risk setting where both of you can gauge how well they handle it. This way, you'll catch any mismatches early and save yourself a lot of time and expense

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.