what is a helpdesk technician?
If you've ever called a technical support team, you've interacted with a helpdesk technician. People call you when they need help installing a program, debugging their software, setting up equipment, repairing hardware, using the Internet or updating their programs. Depending on your position, you might work in person or answer questions online or over the phone.
Your job encompasses everything from single pieces of software to full computer systems. New users count on you to guide them through the installation process so that they can start working, gaming and communicating with little downtime. Later, you'll help them update their software with new versions, bug fixes and security patches.
When their hardware, software, operating system, browser, app or equipment malfunctions, consumers rely on you for answers. You'll ask questions and give instructions to guide you through the diagnostic process. Sometimes, you'll solve the problem in minutes. Other times, you'll work patiently for a longer period or refer their issue to another department or employee.
Helpdesk technicians direct callers to other departments if they don't have the answer. You'll also document interactions so that you can refer to previous calls. In one day, you could interact with dozens of different people, adjusting your communications to their needs and skill level.
Would working as a helpdesk technician suit your technology skills? Then read on to find out what competencies and qualifications you need to thrive in a helpdesk technician role.
view jobs near youaverage helpdesk technician salary
In May 2021, the median helpdesk technician salary reached $49,770. Technicians in the highest 10% earned $91,060, while the lowest 10% earned less than $34,220. People who specialized in computer networks earned the most with salaries reaching $102,410.
Each industry offers different pay rates. The most high-paying industries for helpdesk technicians include:
- software publishing: $59,830
- enterprise management: $58,430
- computer systems design: $48,540
- education: $48,530
- temporary help: $46,680
Benefits may include paid vacation and sick leave, health insurance, retirement plans, life insurance and stock options. If you work from home, your company could provide desktops, headsets, phones and other equipment. Some reimburse you for office expenses, including your Internet connection.
Part-time workers often receive about 20 hours per week, but you could work up to 39 hours during busy periods. Full-time workers receive 40 hours a week and the possibility for overtime, which might require you to work overnight or during weekends and holidays. Most states require increased pay for overtime hours.
If you seek higher education, you may qualify for high-paying jobs in prestigious industries. You may work for a specific company instead of the general public and enjoy better benefits, such as more vacation time and access to an in-house cafeteria.
Wondering what you can earn as a helpdesk technician? Find out immediately with the Randstad salary checker! You can quickly and easily see a helpdesk technician's average salary.
types of helpdesk technician
Helpdesk technicians can have different titles, including IT support specialist, network technician, helpdesk analyst and computer support engineer. If you're a field service technician, you may work on-location to troubleshoot issues and repair hardware and software. Other technicians work from offices or call centers.
You could specialize in one area, which may narrow your job opportunities but make your knowledge more valuable. A company might hire you for computer network support while leaving software and equipment questions to other employees. Other helpdesk technicians focus on broad, general knowledge to help customers with hundreds of issues.
working as a helpdesk technician
Helpdesk technicians keep computer systems running across the globe. Learn about your education, qualifications and job outlook.
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helpdesk technician job description
Even the newest, most advanced systems eventually run into problems. For consumers, downtime takes away their entertainment, communication and ability to work remotely. Worse still, businesses can lose tens of thousands of dollars in profits. You resolve the issue as soon as possible to mitigate these consequences.
When the work day starts, your clients reach out whenever they have an issue. Common problems that you may discuss include:
- installing an operating system
- configuring antivirus software
- resolving internet connectivity issues
- installing routers and modems
- fixing a software glitch
- navigating the web
- using security features
- updating outdated programs
- storing data on the cloud
- recovering lost files
- repairing damaged hardware
To start, you'll gather information about the device. This may include the version, operating system, installation date, type of equipment and other devices on the network. Afterward, you'll eliminate other potential causes. You may ask questions, such as "When did this problem start?" and "Did you try resetting the system?"
If you operate in person, you'll work directly with the equipment. Otherwise, you'll give the customer instructions over the phone. Callers who struggle with technology require detailed, step-by-step instructions because you can't complete the tasks for them. You'll document the call so that you'll know what you tried if they need help again.
Some helpdesk technicians work in large teams. As a result, you might have to review another person's documentation when you talk to a repeat caller.
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helpdesk technician work environment
Helpdesk technicians work indoors, usually in an office setting. You may work on-site at a business, bank, university, hospital or government agency or work for a company in their office or call center. Some employers give you an individual desk that you can decorate with personal items.
If you don't want to commute, see if your employer offers remote positions. Many helpdesk technicians work online because they solve everyday problems that don't require in-person service. You'll install company equipment in your home office and sign in for your shifts. Remote positions offer more flexibility, but you'll still need to adhere to the company's standards.
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who are your colleagues?
Your colleagues likely include fellow helpdesk technicians, ranging from a few technicians at a business to dozens of technicians at a call center. You may interact with specialized IT professionals who solve advanced technical problems. For employment questions, you'll talk to supervisors and HR managers. Some businesses have specific positions, such as office administrators at a government agency. If you work remotely, you could rarely interact with your coworkers in person.
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work schedule
Since computer systems run 24 hours a day, businesses need round-the-clock technicians to solve problems when they arise. Some employers give helpdesk technicians regular business hours. However, many clients require morning, evening, overnight and weekend shifts for complete coverage. You might work varying shifts or request specific hours, such as 6 a.m. to 2 p.m. every day.
Helpdesk technicians sometimes work over the holidays, including Thanksgiving and Christmas. Your days off could change every week. One week, you could be off on Monday and Thursday; the next, you could have two consecutive days. However, if someone doesn't show up, your employer could ask you to cover their shift.
During busy periods, you could have to arrive early, stay late or take overtime hours. Full-time helpdesk technicians might get 50 hours or more during the holidays. Instead of overtime pay, some businesses give you an extra day off.
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job outlook for helpdesk technician
Helpdesk technicians have high levels of job security because thousands of people need their assistance every day. Some people have limited technology experience and need help with basic tasks, such as password retrieval. Others have more knowledge but still require your expertise. You also provide an objective, third-party look at issues that have them stumped.
If you do well, you could transition to a more high-paying industry or employer. Your salary could increase by $10,000 or more, plus more benefits. You could also take on a supervisor role and assist helpdesk technicians with their jobs. Some technicians even open their own businesses.
Similar roles include network security engineer, software development architect, network administrator, cyber security engineer and automated QA tester. While helpdesk technicians have broad responsibilities, these roles require specialized technical skills. You may have to go back to school or earn certifications to enter these fields.
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benefits of working for randstad as a helpdesk technician
Working through Randstad offers you a range of benefits:
- being paid weekly
- flexibility
- always a contact person you can fall back on and ask for help from
- many training opportunities
- a range of jobs in your area
Want a permanent contract? But you wonder why it would be interesting for you to work with a staffing company? A temporary job as a helpdesk technician is often a stepping stone to an attractive permanent job. Every year, thousands of people earn a permanent contract with great employers thanks to a temporary job found through Randstad. What's more, many companies recruit their permanent employees through Randstad too!
helpdesk technician skills and education
If you're helping customers with generalized computer tasks, such as setting up an account or troubleshooting an app, you might need only a high school diploma and some technology skills. However, many employers require an associate's or bachelor's degree in a technology field. These degrees can help you grow your career as a helpdesk technician.
You can earn certifications to prove your knowledge in a specific area. Popular certifications include:
- CompTIA: Network+
- CompTIA A+
- IC3 Digital Literacy
- Microsoft Office Certifications
- Test Out Network Pro
- TestOut PC Pro
- IBM Technical Support Professional Certificate
To earn a certification, you'll study the material, pay a fee and take the exam. Some certifications require months of study to complete, so don't feel pressured to earn them before you land your first job. You'll take exams as you gain knowledge and advance throughout your career. Note that some certifications expire after a few years.
Helpdesk technicians also have experience with various applications, platforms and operating systems, including Windows, Android, Mac, iOS and Linux. Review job descriptions to get an idea of what employers look for. Free and affordable online courses can fill in the gaps in your knowledge--just make sure that they offer current information.
skills and competencies
Once you've mastered the technical skills, you'll become a customer service expert. Helpdesk technicians greet callers in a friendly way and stay patient during long conversations. Some clients struggle with basic computer skills, but you'll remain helpful and optimistic, then thank them for calling at the end.
Likewise, helpdesk technicians are clear, efficient communicators. You break down complex concepts so that anyone can follow your instructions, even people who have never used a computer before. Whether you're communicating through email, in person or over the phone, clients appreciate your calm, professional demeanor.
Helpdesk technicians are logical and analytical, approaching issues like a math problem. You'll ask questions to eliminate each possible cause until only one remains. With this information in mind, you'll use your knowledge base to recommend the best solution. Afterward, you'll show your client how to avoid this issue in the future.
Additionally, helpdesk technicians quickly learn and retain information. When you're not at work, you'll stay on top of technology updates so that you can provide the most current, informative advice. Your dedication to continuing education makes you an asset to your company.
FAQs about working as a helpdesk technician
Here you will find answers to the most frequently asked questions about helpdesk technicians.
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do helpdesk technicians need a bachelor's degree?
Depending on the job, you might need a bachelor's degree, an associate's degree or a high school diploma. Employers also look for professional certifications, such as IC3 Digital Literacy, IBM Technical Support Professional Certificate and TestOut PC Pro. Some employers sponsor programs that help you earn certifications and diplomas.
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can helpdesk technicians work from home?
Helpdesk technicians often work from home because you perform most of your duties online or over the phone. However, read the job description carefully before you apply for a position: some businesses prefer on-site technicians, which requires a daily commute. Others allow you to divide your time between working remotely and visiting the office.
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do helpdesk technicians work with people?
Your degree might not focus on customer service, but you'll need strong "people skills" to succeed as a helpdesk technician. You'll interact with people throughout the workday, sometimes spending an hour or two with a single customer. Helpdesk technicians are friendly, professional and patient and adjust their communication to each caller's skill level.
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can helpdesk technicians make six-figure salaries?
The top helpdesk technicians make over $100,000 a year, but the median salary in May 2021 was $49,770. You'll need advanced degrees, years of experience and extensive certifications to work at the most prestigious companies. High-paying employers tend to offer superior benefits, such as better health insurance and paid disability leave.
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do helpdesk technicians have regular shifts?
Helpdesk technicians often have rotating shifts to ensure 24-hour coverage. Some employers offer regular office hours, but most schedule you for mornings, afternoons and evenings throughout the week. You may work overnight and during weekends or holidays, possibly earning overtime pay.
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how do I find a job as a helpdesk technician?
Applying for a helpdesk technician job is easy: create a Randstad profile and search our scrum master jobs for vacancies in your area. Then simply send us your CV. If you do not have a resume, no worries. Just check out our resume builder. This state of the art tool will help you to create your own resume. Need help with your application? Check out all our job-hunting tips!
submit your resume
Make sure your resume is up-to-date, including information about your technical skills and certifications. Then share it with us to connect with a recruiter and be matched with job opportunities.
