Different organizations have different needs and that means the daily responsibilities assigned to IT support can change from one company to another. While there are certainly nuances between titles, all of these roles fall under the larger family of IT support specialists. For IT help desk jobs, you could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship. An IT help desk engineer can expect to earn something between $55,000-$65,000 annually. At FieldEngineer, we vet all our IT help desk engineers according to skills and certifications, ensuring we find you the right person for the job.
But, there’s definitely been a time when I’ve needed help from a business outside of their normal support hours. AI-powered help desks remove this pain point and keep your support accessible at all times. Customers can run into issues at any time of the day, so a 24/7 AI Chatbot can help solve frequently asked questions whenever your customers need it.
Develop career skills and credentials to stand out
Following the activity of industry leaders on social media or YouTube can be an effective way to keep up-to-date. This practice can help you discover in-demand skills employers are currently interested in. You can also join relevant communities and forums to connect with other professionals in your industry. AI can route support tickets to the most suitable support agent based on their expertise and workload, ensuring faster resolution and better customer experiences. This feature’s usefulness depends on how many service tickets your business receives.
Google offers a Google IT Support course teaching customer support fundamentals to participants who may not have a background in IT or customer service. This online course is great for beginners just starting their careers and learning how to properly troubleshoot complex technical issues. The training includes interactive labs and reviewable assessments that help users understand universal troubleshooting steps.
How do Help Desk Engineers Rate Their Jobs?
IT support analysts provide a wide range of technical support and may also be tasked with evaluating the overall support program. The scope of an IT server technician role can range depending on the size and type of employer. Some server technicians work full-time to oversee the server systems of a specific organization, while others operate on a contract basis and are called in when needed. help desk engineer The good news is that this family of IT job titles is not only a substantial part of the tech world, but it’s a great place for entry-level jobs and support jobs pay well too. A great addition to CompTIA A+ (or CompTIA ITF+) in this field would be CompTIA Data+. CompTIA CySA+ assesses the skills needed to apply behavior analytics to networks to improve the overall state of IT security.
- These IT pros ensure the smooth operation of software and hardware products for employees within an organization and customers outside of an organization.
- Even the recent post-third-quarter 2023 earnings update plunge hasn’t fixed that.
- AI can provide support agents with relevant suggestions, recommendations, and knowledge base articles during customer interactions, improving response accuracy and efficiency.
- While certifications can be important, certifications should not be the only and final measurement of an employee’s ability in your help desk.
- It’s not only an entry-level career option, but it’s an area of tech that will help you decide where you want to go, and what you want to be, in the future.
The primary goal of help desk management is to ensure timely and effective resolution of customer problems or inquiries while maintaining high levels of customer satisfaction. It involves various tasks such as ticket management, coordination of support agents, monitoring performance metrics, optimizing workflows, and improving the overall support experience. Launching a career in IT support is a great way to learn a broad range of fundamental skills that will propel you into other avenues of technology. It’s not only an entry-level career option, but it’s an area of tech that will help you decide where you want to go, and what you want to be, in the future.