Help Desk Technician

Do you enjoy working with computers? Are you good at explaining to others how technical things work? Then a fun and rewarding career as a help desk technician may be just what you're looking for. The Bureau of Labor Statistics (BLS) Occupational Outlook Handbook predicts that this occupation will continue to grow over the next decade and provide excellent opportunities in some specialized fields, such as computer systems design and healthcare.

What is a Help Desk Technician?

A help desk technician assists business and personal computer users with their technical questions and difficulties. They may do this over the phone, through email, live chat, or by making a visit to the customer's home or place of business. Help desk technicians help resolve user's problems with software, hardware and peripherals, as well as internet connectivity.

Job Duties

Depending on your employer, you could be responsible for any of the following:

• Pay attention to customers' descriptions of their computer problems
• Ask customers questions to properly diagnose the problem
• Walk customers through the recommended steps to solve the problem
• Set up or repair computer equipment and related devices
• Train users to work with new computer hardware or software, such as printers, word-processing software, and email
• Oversee the daily performance of computer systems
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Develop training materials and procedures
• Refer major hardware or software problems or defective products to vendors or technicians for service
• Enter commands and observe system functioning to verify correct operations and detect errors
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Prepare evaluations of software or hardware and recommend improvements or upgrades

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Career Outlook

According to the Bureau of Labor Statistics, this career is expected to grow by 11 percent between 2016 and 2026. This is faster than average for all occupations. Demand for these workers is expected to grow, to keep up with the need for support specialists. The need for technicians to assist with installation and repair of increasingly complex computer hardware and software is assured. The demand for all computer support specialists is expected to increase by 20 percent in computer systems design and related organizations, according to the Bureau of Labor Statistics. Help desk technicians, will be exceptionally important in the growing health care industry as technology plays a larger role.

Although you must have some computer knowledge, becoming a help desk technician does not require a degree. However, those with the best qualifications will set themselves apart early. Obtaining an information technology assistant diploma from Bryant & Stratton College could be exactly what you need to set yourself apart from your competition.

What can I do with an Information Technology Assistant Diploma?

An information technology assistant diploma prepares you with the skills necessary, for a career as a help desk technician. It will provide you with the foundation you need to work with computer technology, hardware and operating and information systems.

Upon completing this diploma program, you will be able to install, configure, administer and troubleshoot computer networks. You will have a solid understanding of network security. You will have the ability to research, evaluate, recommend and specify hardware and software components, as well as complete systems for an organization's needs. You will understand how to apply logical, legal and ethical principles in working with information systems. You will be able to identify, install and maintain all components. Your foundation of knowledge in essential IT skills will prove you to be an asset in any IT environment.

Having completed the information technology assistant diploma program, you will be prepared to take the CompTIA A+ certification exam.

Additional Training/Requirements

In addition to your educational achievements, how do you show prospective employers your qualifications? The answer is, through certifications. The CompTIA A+ is a certification that is respected in this field. It shows an employer that you have the skills to troubleshoot and solve problems. Technicians who successfully complete this exam show that they understand a wide array of issues, including networking, operating systems, mobile devices and security, to name a few. Also, it shows that no matter what device someone uses, technicians can get that user connected to the data they need.

There are many more certifications you can obtain, through CompTIA and several other well-known entities. In fact, some employers may want you to be certified in the products that they use.

There are opportunities for advancement in this field as well. You could also enhance your career by continuing your education at Bryant & Stratton College. The credits you earn in the information technology assistant diploma program may be applied toward an associate degree in networking technology.

Employment Settings for Help Desk Technicians

According to the Bureau of Labor Statistics, the largest employers of help desk technicians in 2016 were computer systems design and related services at 21 percent. About 12 percent work in educational services (state, local and private), and 5 percent work in management of companies and enterprises. Approximately 4 percent are employed with temporary help services, while another 3 percent work for software publishers.

This is generally a full-time job in an office environment. However, some help desk technicians go where their customers are, to work out specific on-site issues. Working from home can also be an option, depending on internet connectivity and specific role and support expected.

Depending on who you work for, you may be expected to work nights or weekends. Overtime may also be a possibility, as the unexpected plays a role in any technical position.

While this information may help you in determining the right career path for you, understand that job market data from the US Bureau of Labor Statistics Occupational Handbook is intended to provide insight into occupational opportunities, and is not to be construed as a guarantee of salary or job title. Bryant & Stratton College cannot guarantee employment in any field.

For insights into a career as a help desk technician, please visit the Career Services section of our blog. There you will find valuable information about IT careers, resume tips, certifications and more. Explore the website and be sure to visit the Information Technology Assistant Diploma page.