What You Need to Know to Become a Help Desk Specialist

If you’ve ever had an issue with your smartphone, tablet or computer and have had to call a technical support number for help solving your issue, then you have likely spoken to a help desk specialist. In this day and age, we rely on our electronic devices a lot, and the help desk specialist can come to your rescue when you need help with hardware or software issues.

You may be the type of person who really enjoys troubleshooting computer issues – or the person your friends come to for advice on software, hardware and new apps. If so, technology could be a career for you. According to USA Today, it’s an industry that has more demand than supply.

What does a help desk specialist do?

Your primary responsibility is troubleshooting problems with computer hardware, peripherals and software for IT end users. You may work in-house for your company, or you could work remotely, servicing customers over the phone on the “help” line. Most likely, you are the first-level contact for customers – often through a customer service help line – and you’ll give them step-by-step instructions to help solve their problems using various diagnostic tests.

Additional responsibilities of your job as a help desk specialist may include:

  • Maintaining the daily performance of computers
  • Responding to customers by email to help solve their computer issues
  • Installing, modifying and repairing computer hardware and software
  • Performing diagnostic tests to help resolve problems
  • Installing computer peripherals, such as video display terminals and USB hubs for end users
  • Tracking, routing and redirecting information about issues to the proper resources
  • Running reports on equipment to note malfunctions
  • Resolving technical issues with local area networks (LAN), wide area networks (WAN) and other systems
  • Training users on computer hardware and software
  • Writing training manuals
  • Following up with customers to make sure their issues are resolved and providing feedback

What kind of person is best suited for a job as a help desk specialist?

It goes without saying that anyone who plans to work as a help desk support specialist should have an interest in computers and be technically adept. However, there are additional traits that employers look for when hiring help desk support specialists:

  • Excellent communication skills
  • Ability to make technical information and instructions user friendly
  • Strong customer service standards
  • Patience
  • Ability to multitask
  • Analytical ability
  • Above-average problem-solving abilities
  • Software maintenance and testing
  • Knowledge of database performance
  • Certification through an accredited college

Where can I learn to become a help desk specialist?

MTI College in Sacramento offers a certification program in information technology – training that prepares you to become a help desk specialist, a technical support specialist, a customer support specialist or an IT support specialist. Many of the skills you’ll learn can qualify you for a number of positions. Jobs in IT are exceeding the average rates of all other occupations, according to the Bureau of Labor Statistics, with 13 percent growth expected from 2016 to 2026.

Studying at MTI gives you valuable hands-on experience and a working knowledge of most types of computer hardware and many applications. MTI trains you to service and maintain computer systems and networks for small businesses to large corporations. Once you receive your MTI diploma and earn CompTIA A+ certification, you will be qualified for an entry-level position as a technical or help desk support specialist.

With hands-on learning and a foundation in common hardware and software technologies, MTI gives you skills to support the complex IT infrastructures present in most industries.

You’ll learn to:

  • Install, configure, upgrade and restore PCs
  • Identify security breaches
  • Help end users connect their computers so they can work from multiple locations
  • Configure and service mobile devices
  • Evaluate and choose hardware components to customize systems
  • Troubleshoot and solve computer problems
  • Understand the ins and outs of multiple operating systems

There’s no time like the present to start working on your future. Get the skills and certification you need from MTI College to begin your in-demand career in information technology.

Want to learn more about MTI’s programs?

Our admissions team will help you find the perfect program to meet your goals. Financial aid is available to those who qualify.

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