What is it like to Work an IT Help Desk?
Information Technology (IT) continues to be among the most robust fields for hiring college graduates, with career possibilities in cyber and network security. But as you work toward your degree, it's important to gain experience in the computer science field. You might feel like you're telling people to try turning their devices off and on again and not to click on links from phony-sounding email addresses all day, but you're building valuable skills that will serve you well when you apply for a job after graduation. Getting your feet wet with an IT help desk position is the perfect way to start your career. Here's some more information about this job and how it can help you as you earn your degree in cyber and network security.
What Do Help Desk Technicians Do?
Depending on the organization, a help desk technician may have a variety of duties, but the primary responsibility is generally troubleshooting. It's critical for businesses, government, and organizations to keep their IT functions running smoothly. The help desk is there for those times when something goes wrong.
The way a help desk is organized varies from organization to organization. It could consist of one knowledgeable individual answering calls on a cell phone, to a team providing support in-house, or beyond that, to persons contracted for additional support.
After an initial consultation about the computer or software problem, the technician should have access to a knowledge base with information on previous incidents that can help with problem resolution. That way less time is spent identifying root cases of recurring incidents. Help desk technicians generally maintain issue tracking systems to manage requests for service, and to help expedite the resolution of recurring problems.
Help desks, depending on the kind of organization they serve, may also have pricing information on the type of service provided, as well as details of the service requested. Further, the help desk may also be responsible for preventative maintenance that helps the customers avoid down time when IT functions are interrupted.
Help desks, depending on the size and complexity of the organization or company, may be set up on different levels, providing access to customers to certain knowledge such as FAQs (frequently asked questions), and then, if the answer is not found there, the customer may be routed to a second or even third level where technicians have progressively higher levels of expertise for answering more complex questions.
On-the-Job Training
While we all want to charge for the top as fast as possible in our careers, sometimes it pays to start small and learn the ropes. A help desk job is of enormous benefit for the novice IT worker to do just that, providing an excellent opportunity for on-the-job training. Help desk jobs often allow the technician to learn new software and equipment, take advantage of training programs, and to network with senior technicians. It's also an opportunity to prove yourself to upper management, to show that you can not only be trusted to resolve customer support issues, but also to address larger technological problems.
As an IT help desk technician, you'll likely have an opportunity not only to learn new technical skills, but also to develop communication, critical thinking, prioritization, and customer service skills -- all impressive entries on your resume that will help as you progress in your career.
What's more, a job in computer services support offers the novice the opportunity to discover which areas of the IT field she or he would like to work in, by learning skills that will pay off in software development, IT management, computer systems administration, and more.
A Fast-Paced, High-Energy Job
Are you cut out for a help desk job? The most successful help desk technicians thrive in a fast-paced environment where they can share their knowledge with other members of their organization. Some of the other skills you should have are as follows:
- Ability to diagnose malware incidents
- Good research (that's code for Googling) aptitude for resolving technical problems
- Appropriate certifications, depending on the organization
- Ability to focus on customer needs
Additionally, good writing and phone skills are pluses in this field.
Finally, be aware that the individuals who profit most from help desk jobs are self-starters. Not only do they learn the ropes of the organization they work for, but they make good use of their opportunities to develop other skills that could lead to advancement within the organization or in another job.
If you’re interested in the field of information technology, and want to keep the internet safe for businesses and users, . Whether you’re just starting out in the field or looking to earn a master’s degree, contact ECPI University today to see if a Bachelor of Science in Computer and Information Science with a concentration in Cyber and Network Security could be right for you. It could be the Best Decision You Ever Make!
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