How to Become a Help Desk Technician in 3 Steps

What is a help desk technician?

Help desk technicians are specialized customer service representatives. They use their technical knowledge of hardware and software to troubleshoot users' problems. Beyond technical proficiency, they must also have excellent interpersonal skills to interact with customers.

If you enjoy working with people and technology, this position could be a great fit for you. Read on to learn more about help desk technicians and how to become one. 

Did you know that nearly every US industry has seen an increase in AI-related job postings [1]? Learn to apply AI in your field productively and responsibly by enrolling in Google’s IT Support Professional Certificate, recently updated to include practical AI training.

What does a help desk technician do?

A help desk technician is an information technology (IT) professional who assists customers in navigating technology properly. This can include:

• Responding to customer support inquiries and documenting feedback from customers

• Helping customers troubleshoot technical problems such as network issues in person or remotely

• Offering technical assistance to users regarding the configuration, setup, and maintenance of products

• Redirecting unresolved issues to the appropriate teams

• Maintaining documentation of problems and processes

• Training end-users in security practices

In the United States, 48 percent of help desk specialists have a bachelor’s degree, and 35 percent have an associate degree [2]. An example of a relevant degree for an aspiring help desk technician to pursue is a Bachelor of Science in Computer Science.

Essential skills for help desk technicians

Someone in a customer support role must possess workplace skills (also known as soft skills or interpersonal skills) in addition to their technical skills. The checklist below outlines a few of the most important skills from each category:

• Strong understanding of operating systems, software, and devices

• Familiarity with cloud computing

• Network administration

• Problem-solving skills

• Analytical skills

• Customer service experience

• Patience

• Excellent communication skills, written and verbal

Basic skills can be gained from the Google IT Support program, and the excitement of learning comes from you.

— Yvonne J-W., on finishing the Google IT Support Professional Certificate 

While help desk technicians overlap in some ways with titles like IT support technician, they are ultimately not the same. IT support focuses on providing technical assistance for complex product issues. Someone in a help desk support role, on the other hand, is likely to help users resolve more straightforward matters, such as a forgotten password. They may escalate complicated technical problems like faulty products to IT support.

How much does a help desk technician make?

In the US, help desk technicians earn a base salary of $48,310 and $2,555 in additional pay per year on average [3]. Additional pay may include profit-sharing, commissions, or bonuses. Factors that can influence your salary in this role include experience, education level, industry, location, and company.

Job outlook for help desk support positions

Help desk technicians belong to the occupational field of computer support specialists. The US Bureau of Labor Statistics (BLS) projects 5 percent job growth for careers in this field between 2022 and 2032 [4]. Those interested in working in IT can get their start as a help desk technician before acquiring the skills to pursue more specialized roles.  

How to become a help desk technician in 3 steps

If you haven’t yet mastered all of the above skills, don’t worry. You can gain the qualifications you need to become a help desk technician with the following walkthrough. 

1. Build your skill set.

You may already have some qualifications to become a help desk technician today. For example, if you've worked in customer service before then you have a solid foundation, but you may need to build your technical skill set.

In contrast, someone who is technically proficient but without experience in customer service should focus on building their communication skills. You can work on both simultaneously with a foundational online course like Google’s Technical Support Fundamentals.

2. Strengthen your resume. 

Your resume is an opportunity to demonstrate your expertise. Completing a Professional Certificate or other types of education can be worthwhile. For example, IBM offen IT Support Professional Certificate that you can use to gain vital IT skills and experience. Additionally, those who complete this certification course receive an IBM digital badge and access to exclusive job placement resources. 

Read more: 10 Ways to Enhance Your Resume

3. Stay current.

Tech professionals need to stay current with the latest trends and technologies. 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. 

Prepare for a help desk support role today with Coursera

Ready to take your first step toward becoming a help desk technician? You can learn job-ready skills from industry leaders in technology with Professional Certificates like the Google IT Support Professional Certificate or IBM's IT Support Professional Certificate.