What is IT Help Desk Technician?

Help desk technicians provide technical support to IT end users. Help desk technicians are critical to the IT workforce, as they maintain the technologies that organizations rely on to make updated business and run smoothly.

IT help desk technicians provide technical support and troubleshooting services to end users who need assistance with their computer hardware or software. There are two main types of technical support technicians: internal and remote. Technicians at the remote help desk support technology customers over the phone, online and occasionally on site. Internal technicians only support internal employees.

Help desk technicians need in-depth knowledge of computer hardware and software. Strong communication skills are also needed, as help desk specialists must effectively communicate solutions to both technical and non-technical people. The professional trajectory of the IT help desk is ideal for methodical solvers with the ability to learn quickly and adapt new skills. Patience, ingenuity and the desire to help others are desirable virtues in technical support and in the roles of the help desk.

Many IT professionals begin their careers as help desk technicians due to poor experience and education requirements, so when they are exposed to new IT disciplines and technologies they discover their niche and expand into other IT careers, such as The network administrator. , DBA. or specialist in computer security. Other technicians will remain at the help desk and can leverage their experience to become help desk managers.

also known as technical support technician Technical support specialist Computer support engineer Computer support specialist Field service technician Technical support analyst