3 answers
Chiara
Student
Holland, Michigan
7
Questions
Updated
1918 views
What are tips for starting in IT Help Desk?
Hi! I'm looking to enter IT. Most people that want to enter IT start working at a help desk. Before working in help desk, I think it's important to get some advice and pro-tips.
What should someone know before starting at IT Help Desk?
3 answers
Matthew L. Tuck, J.D., M.B.A.
CEO/Managing Attorney, Greater Detroit Area
64
Answers
Lansing, Michigan
Updated
Matthew L.’s Answer
Hi Chiara.
Great question. I would add this to what David said.
There are a lot of help desks in the world. Most companies once they reach a certain size have an internal Help Desk where employees (and even sometimes clients/customers of the company) can call and get help with their computer issues. I've worked a few different types of computer/tech help desks in my prior jobs. One of them was at a large law firm, and you are correct in your research that--at that firm, at least--oftentimes the newest, most inexperienced people were put on the computer help desk. They would answers hundreds of questions a week from the attorneys and staff at the firm.
Usually question had to do with issues about how to print documents, how to open a particular program, how to scan things to .pdf, how to log in from home, and so on. Sometimes help desk agents have to "remote in" to a user's computer to manual fix the problem or at least be able to see what the user is seeing (which is sometimes hard for non-techies to describe over the phone). Remoting in is a way using software to access another computer or network over the internet.
I remember one call they received from a senior partner at the firm who was in Africa on vacation (I think he was on an actual safari or something) and his client was having a huge legal problem. His question was how to log into the weird hotel WiFi and download a bunch of contracts from Dropbox or something. It took hours to get him sorted out.
In my experience, one of the best ways to get a job at a help desk is to get some computer certifications under your belt. Computer/technology certifications are a way to show that you have demonstrated certain technical proficiencies in different computer hardware and software areas. Certifications are managed by various organizations. They create standardized tests and study guides. When you have passed one of the tests, employers know that you have the basic skills in that area.
Depending on the company, help desk managers often look for certain specific certifications that will help you answer the questions their users ask. Some of the more popular certifications for help desk jobs are Comp TIA certifications. Comp TIA is a certification company that manages a set of mostly entry level computer/tech certifications that are great for help desk jobs. There are plenty of on-line and in-person training courses that teach you the certification materials and prep you for the test (just like an ACT or SAT prep course). Here are some of the certifications they offer:
- Comp TIA ITF+ Certification - This is a good basic starter computer certification. This is probably the most basic certification and covers a broad range of computer topics, like installing software, setting up computers, basic computer and networking concepts.
- Comp TIA A+ Certification - A+ credential holders are support technicians — either in-house or field techs — who can take on the following responsibilities: Install, configure, and maintain PCs, laptops, printers and mobile devices. Dig into PC and mobile operating systems to configure and troubleshoot those systems. Perform basic networking tasks.
- Comp TIA Network+ - This teaches you how to set up, trouble shoot and maintain wired and wireless networks and the devices that operate on those networks (modems, routers, printers, etc.)
Other companies like Microsoft and Linux also offer certifications focused more on those software systems. Other certifications are directed to network security, cyber security, networks, penetration testing, cloud computing and others. People in IT often have many certifications depending on the type of systems they work on.
You can read more about Comp TIA certifications, how to get them and how much they cost for the training and testing. https://www.comptia.org/certifications.
Depending on how complicated the certification is, it can take from 6 months to 2 years to master the material and take the test (some certs have multiple tests you need to take).
Once in the IT support help desk profession, IT support desk certifications can help with career advancement. According to the U.S. Bureau of Labor Statistics, the median salary is $57,910 per year, or $27.84 per hour. More specifically, the median annual wage for a computer network specialist was $62,760 in May 2021, and for computer user technical desk specialists in May of 2021 was $49,770, which is a great entry level pay rate. Another bonus of some help desk jobs is you can work from home. All you need is a good internet connection and a computer.
To find out what certifications are the most popular right now, try looking at Help Desk job postings on sites like Indeed and Glass Door. They list the skills right there.
Many help desks require at least an associates degree but some just need a high school diploma. I've also known people who were studying computers in college and worked at the help desk at the college.
Technology is a GREAT field to get into. It's growing fast, can pay pretty well and is constantly changing with hundreds of different specialties and niches. If you are interested, there are tons of resources on-line.
Good luck!
1. Explore the different certifications available on-line.
2. Check out sites like Indeed and Glass door to see what kinds of skills help desk hiring managers are looking for. Then see how long it takes to get those certifications.
3. Check out online training videos and materials to see if you are a good fit with the IT world.
4. If you do get a certification or two, make sure they are valuable ones that hiring managers are looking for.
5. Call the schools/companies offering the certifications and ask questions about what jobs their grads are getting, how long it takes, etc.
Great question. I would add this to what David said.
There are a lot of help desks in the world. Most companies once they reach a certain size have an internal Help Desk where employees (and even sometimes clients/customers of the company) can call and get help with their computer issues. I've worked a few different types of computer/tech help desks in my prior jobs. One of them was at a large law firm, and you are correct in your research that--at that firm, at least--oftentimes the newest, most inexperienced people were put on the computer help desk. They would answers hundreds of questions a week from the attorneys and staff at the firm.
Usually question had to do with issues about how to print documents, how to open a particular program, how to scan things to .pdf, how to log in from home, and so on. Sometimes help desk agents have to "remote in" to a user's computer to manual fix the problem or at least be able to see what the user is seeing (which is sometimes hard for non-techies to describe over the phone). Remoting in is a way using software to access another computer or network over the internet.
I remember one call they received from a senior partner at the firm who was in Africa on vacation (I think he was on an actual safari or something) and his client was having a huge legal problem. His question was how to log into the weird hotel WiFi and download a bunch of contracts from Dropbox or something. It took hours to get him sorted out.
In my experience, one of the best ways to get a job at a help desk is to get some computer certifications under your belt. Computer/technology certifications are a way to show that you have demonstrated certain technical proficiencies in different computer hardware and software areas. Certifications are managed by various organizations. They create standardized tests and study guides. When you have passed one of the tests, employers know that you have the basic skills in that area.
Depending on the company, help desk managers often look for certain specific certifications that will help you answer the questions their users ask. Some of the more popular certifications for help desk jobs are Comp TIA certifications. Comp TIA is a certification company that manages a set of mostly entry level computer/tech certifications that are great for help desk jobs. There are plenty of on-line and in-person training courses that teach you the certification materials and prep you for the test (just like an ACT or SAT prep course). Here are some of the certifications they offer:
- Comp TIA ITF+ Certification - This is a good basic starter computer certification. This is probably the most basic certification and covers a broad range of computer topics, like installing software, setting up computers, basic computer and networking concepts.
- Comp TIA A+ Certification - A+ credential holders are support technicians — either in-house or field techs — who can take on the following responsibilities: Install, configure, and maintain PCs, laptops, printers and mobile devices. Dig into PC and mobile operating systems to configure and troubleshoot those systems. Perform basic networking tasks.
- Comp TIA Network+ - This teaches you how to set up, trouble shoot and maintain wired and wireless networks and the devices that operate on those networks (modems, routers, printers, etc.)
Other companies like Microsoft and Linux also offer certifications focused more on those software systems. Other certifications are directed to network security, cyber security, networks, penetration testing, cloud computing and others. People in IT often have many certifications depending on the type of systems they work on.
You can read more about Comp TIA certifications, how to get them and how much they cost for the training and testing. https://www.comptia.org/certifications.
Depending on how complicated the certification is, it can take from 6 months to 2 years to master the material and take the test (some certs have multiple tests you need to take).
Once in the IT support help desk profession, IT support desk certifications can help with career advancement. According to the U.S. Bureau of Labor Statistics, the median salary is $57,910 per year, or $27.84 per hour. More specifically, the median annual wage for a computer network specialist was $62,760 in May 2021, and for computer user technical desk specialists in May of 2021 was $49,770, which is a great entry level pay rate. Another bonus of some help desk jobs is you can work from home. All you need is a good internet connection and a computer.
To find out what certifications are the most popular right now, try looking at Help Desk job postings on sites like Indeed and Glass Door. They list the skills right there.
Many help desks require at least an associates degree but some just need a high school diploma. I've also known people who were studying computers in college and worked at the help desk at the college.
Technology is a GREAT field to get into. It's growing fast, can pay pretty well and is constantly changing with hundreds of different specialties and niches. If you are interested, there are tons of resources on-line.
Good luck!
Matthew L. recommends the following next steps:
Hello Matthew! I really appreciate your advice! (and sharing that work story from your life). I will definitely use this info. Thank you so much!
Chiara
Thank you for the kind words. Starting at the Help Desk is a great way to get experience, so it's good you are thinking about it. It teaches you to deal with the public who are not techies. Learning to translate complex computer concepts into everyday language so regular people can understand it is an invaluable skill. It also teaches you to think on your feet. Too many computer people out there are not good at communicating with real people. If you can do both (or learn to), you are very valuable. Good luck!
Matthew L. Tuck, J.D., M.B.A.
Ricardo de la Rosa
Digital Marketing Strategist
11
Answers
Ciudad Victoria, Tamaulipas, Mexico
Updated
Ricardo’s Answer
Hi Chiara,
Before starting at an IT Help Desk, here are a few key things to know:
1. Technical Troubleshooting: Familiarize yourself with common computer issues and their solutions. Develop problem-solving skills to diagnose and resolve technical problems efficiently.
2. Customer Service Skills: Effective communication and customer service skills are essential. Be patient, empathetic, and able to explain technical concepts clearly and understandably.
3. Documentation: Learn to document and track customer issues accurately. This helps maintain a record of problems and their resolutions, enabling efficient troubleshooting and knowledge sharing.
4. IT Fundamentals: Gain a basic understanding of computer hardware, operating systems, networks, and software applications. This knowledge will help you assist users with various technical issues.
5. Active Learning: IT is a dynamic field, so be prepared to learn and adapt to new technologies and updates continuously. Stay curious, explore online resources, and proactively expand your technical knowledge.
6. Time Management: Help Desk environments can be fast-paced and demanding. Develop effective time management skills to prioritize tasks, meet deadlines, and handle multiple customer requests simultaneously.
7. Remote Support: Familiarize yourself with remote support tools and techniques. Being able to assist users remotely is crucial in today's digital landscape.
8. Troubleshooting Mindset: Cultivate a troubleshooting mindset by asking questions, seeking root causes, and not hesitating to explore alternative solutions. Develop a logical approach to problem-solving.
9. Professionalism: Maintain a professional attitude and appearance when interacting with customers. Treat each interaction with respect and prioritize customer satisfaction.
10. Team Collaboration: Help Desk roles often involve collaboration with other IT professionals. Be open to teamwork, sharing knowledge, and seeking guidance when needed.
Starting at an IT Help Desk can be an excellent entry point into the IT industry. Embrace the learning opportunities it provides, stay motivated, and continuously develop your technical and customer service skills. Good luck in your IT journey!
Before starting at an IT Help Desk, here are a few key things to know:
1. Technical Troubleshooting: Familiarize yourself with common computer issues and their solutions. Develop problem-solving skills to diagnose and resolve technical problems efficiently.
2. Customer Service Skills: Effective communication and customer service skills are essential. Be patient, empathetic, and able to explain technical concepts clearly and understandably.
3. Documentation: Learn to document and track customer issues accurately. This helps maintain a record of problems and their resolutions, enabling efficient troubleshooting and knowledge sharing.
4. IT Fundamentals: Gain a basic understanding of computer hardware, operating systems, networks, and software applications. This knowledge will help you assist users with various technical issues.
5. Active Learning: IT is a dynamic field, so be prepared to learn and adapt to new technologies and updates continuously. Stay curious, explore online resources, and proactively expand your technical knowledge.
6. Time Management: Help Desk environments can be fast-paced and demanding. Develop effective time management skills to prioritize tasks, meet deadlines, and handle multiple customer requests simultaneously.
7. Remote Support: Familiarize yourself with remote support tools and techniques. Being able to assist users remotely is crucial in today's digital landscape.
8. Troubleshooting Mindset: Cultivate a troubleshooting mindset by asking questions, seeking root causes, and not hesitating to explore alternative solutions. Develop a logical approach to problem-solving.
9. Professionalism: Maintain a professional attitude and appearance when interacting with customers. Treat each interaction with respect and prioritize customer satisfaction.
10. Team Collaboration: Help Desk roles often involve collaboration with other IT professionals. Be open to teamwork, sharing knowledge, and seeking guidance when needed.
Starting at an IT Help Desk can be an excellent entry point into the IT industry. Embrace the learning opportunities it provides, stay motivated, and continuously develop your technical and customer service skills. Good luck in your IT journey!
Thank you so much, Ricardo!
Chiara
david kirk
Retired Computing Manager
472
Answers
Syracuse, New York
Updated
david’s Answer
Hi, Chiara,
Actually, most jobs do not start in the Help Desk. That is a front line of customer support and generally requires more experience to properly represent the company. If you are planning to be a server administrator, then that is a position you might have after doing some introductory work in support the servers. Many other careers exist, such as programmer, designer, consultant, that will never work at the help desk. All the best to you.
Actually, most jobs do not start in the Help Desk. That is a front line of customer support and generally requires more experience to properly represent the company. If you are planning to be a server administrator, then that is a position you might have after doing some introductory work in support the servers. Many other careers exist, such as programmer, designer, consultant, that will never work at the help desk. All the best to you.
Thank you David.
Chiara
I learned that help desk is a common starting point based on interviews and videos from IT professionals. (NetworkChuck and Boyd Clewis are people who share videos about this topic for example). I know that there's other paths, help desk is just one of them that I want to try. (especially since IT requires soft / social skills)
Chiara
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