The Service Desk Technicians extend technical support to all internal IT and non-IT employees as well as customers facing problems related to hardware, software, and networking. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analyzing them.
Technicians receive trouble tickets raised by users through emails, telephones or in-person, as they are the single point-of-contact for any organization. They, therefore, handle these issues independently.
They test and assess issues related to computer software and hardware, including operating systems, such as Mac and Windows. They document user requests and also update client trouble tickets with the current status of the issue. They also undertake maintenance of computer networks, hardware, software, and other equipment at regular intervals. Technicians should communicate well with non-IT people within or outside the company. Finally, they need to have the capability to make informed decisions quickly.
Moreover, technicians develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise. They handle issues independently and alongside a team of technicians. Technicians test new hardware and software and deploy the installation of all computers and mobile devices, keep users informed about the status of their tickets/requests, and confirm the resolution of client issues.
The IT Service Desk Technician is the single point of contact for customers to obtain technical support.
They install, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
They create appropriate support documentation in a bid to help all users quickly and troubleshoot all of their problems.
Prospects for IT Service Desk Technicians
A technician’s job is an ideal platform for people who want to rise to higher positions in the IT field. As they interact a lot with senior IT specialists, it provides them with an opportunity to learn new skills.
Since they work on a help desk, their ability to communicate and think analytically improves, as they also learn to adapt to ever-changing IT landscapes by researching how to resolve many different types of problems. Moreover, this job will also help them understand issues from the users’ standpoint.
The US Bureau of Labor Statistics (BLS) predicts that job opportunities for computer user support specialists, which includes Service Desk Technicians, would grow 12% between 2014 and 2024.
Educational qualifications and certifications
This position requires a bachelor’s degree in computer science or information technology. Candidates should have at least two years of experience in information technology surroundings. Employers prefer CompTIA A+ certification.
Candidates should possess strong communication skills in order to work with both IT specialists and non-IT employees. They must demonstrate the competency in troubleshooting. Technicians work flexible hours to support operations of a company or organization around the clock. They need to be able to multi-task and document several tasks at once. Finally, knowledge of Citrix Management console software enhances marketability.
Service Desk Technician’s salary
The salary for a Service Desk Technician ranges from $15.70 per hour to $20.51 per hour (seniors), says indeed.com.
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