Help desk technicians can also benefit from the knowledge base since they can attach articles to tickets for the most common issues if the customer fails to read them. To kick off, we have outlined the responsibilities of the primary help desk jobs. The three roles work together to keep everything operating and handle any inconvenience effectively. Levels four and five tend to be management levels, and level six will be the head of a department. These levels vary according to the size and function of a company, but having levels means it’s possible to advance in your career and move to other companies, with a clear distinction of the level you’re working at.

To become more patient, remember that your end users are not as technically skilled as you are. More than anyone else, a help desk technician has the power to give employees across all departments a positive view of IT since they are usually the first IT pro that an employee encounters. Because of this, it’s critical that help desk technicians possess specific qualities. ● Communication, flexibility, patience, and problem-solving are examples of soft skills.

Desktop Support Technician Job Description

Most businesses anticipate being a source of information and technical knowledge. Hands-on experience and professional development are more likely to result in this than academic learning. While the information technology support engineers receive requires patience, you should be able to communicate it meaningfully to those with less technical knowledge.

Whereas help desk engineers have higher pay in the finance industry, with an average salary of $67,498. Help desk engineers and desk support technicians both require similar skills like “troubleshoot,” “help-desk support,” and “technical support” to carry out their responsibilities. A desktop support technician is responsible for assisting end-users with their network issues, grant authorization requests, and create user accounts. Desktop support technicians maintain the safety and security of networks, preventing unauthorized access and illegal dissemination of database information.


This role involves coordinating the efforts of help desk agents and administrators, managing resources, and making strategic decisions to enhance the overall performance of the help desk operation. So, incorporating them into the equation can make the jobs of those operating the help desk much easier and improve overall efficiency. Coursera’s editorial team is comprised of highly experienced professional editors, writers, and fact… The Google IT Automation with Python Professional Certificate, on the other hand, is an eight-month course teaching skills such as Python, Git, and IT automation to support career growth. To succeed in their role, a help desk technician must be able to work with others toward shared goals, even if they work remotely. Even during something as simple as a shift handover, help desk technicians collaborate with their coworkers.

help desk engineer roles and responsibilities

They also handle the software configurations and upgrading the network infrastructure to avoid system downtimes and operational delays. A desktop support technician must have excellent communication and technical skills to monitor systems performance and enhance network navigation. On average, desktop support help desk engineer specialists reach similar levels of education than help desk engineers. Desktop support specialists are 2.1% less likely to earn a Master’s Degree and 0.6% less likely to graduate with a Doctoral Degree. Help desk agents are the ones who get their hands in the mud and make sure tickets are solved effectively.

IT Support Engineer Job Description

Help desk technicians who pay sharp attention to detail also tend to work well with second- and third-level teams and set a good value perception for end users. A Desktop Support Specialist is focused on troubleshooting different software packages, hardware devices, and other peripherals. The most common way to advance in this career is to move up the ladder within your current organization. As you gain experience and prove your worth, you will be given more responsibility and may eventually be promoted to a management position. Alternatively, you may choose to move to a different organization where you can take on a more senior role.

10 DevOps engineer skills to add to your resume – TechTarget

10 DevOps engineer skills to add to your resume.

Posted: Fri, 29 Sep 2023 07:00:00 GMT [source]

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