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What does a Help Desk Technician do?

Learn all about Help Desk Technician duties, skills and much more. Get expert advice on how to become a Help Desk Technician.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A help desk technician is responsible for providing technical support to computer users. They answer questions and resolve problems related to computer hardware, software, and networking. Help desk technicians may work in a variety of settings, including corporate IT departments, call centers, and retail stores.

Help Desk Technician job duties include:

  • Answer incoming calls and respond to customer inquiries
  • Research required information using available resources
  • Handle and resolve customer complaints
  • Provide customers with product and service information
  • Process orders, forms, applications, and requests
  • Schedule appointments and resolve scheduling conflicts
  • Prepare reports and maintain documentation on customer interactions
  • Identify and escalate priority issues per established protocols
  • Route calls to appropriate resource

Help Desk Technician Job Requirements

The job requirements for a Help Desk Technician are a high school diploma or equivalent, A+ certification, and at least one year of experience in customer service. The Help Desk Technician must have excellent customer service skills and be able to troubleshoot basic technical problems.

Help Desk Technician Skills

  • Patience
  • Empathy
  • Technical skills
  • Troubleshooting skills
  • Communication skills
  • Listening skills
  • Writing skills
  • Organizational skills
  • Multi-tasking
  • Customer service orientation
  • Problem solving

Related: Top Help Desk Technician Skills: Definition and Examples

How to become a Help Desk Technician

A Help Desk Technician is a professional who provides technical assistance to computer users. They are responsible for answering questions and resolving issues related to computer hardware, software, and networking. Help Desk Technicians typically work in an office environment, but may also be required to travel to on-site locations.

To become a Help Desk Technician, you will need to have at least a basic understanding of computer hardware, software, and networking. You should also be able to communicate effectively with customers or clients. In some cases, a Help Desk Technician may be required to have an Associate’s degree or certification in computer science or a related field.

If you are interested in becoming a Help Desk Technician, there are a few things you can do to get started. First, consider taking some courses or earning a degree in computer science or a related field. This will give you the technical knowledge you need to be successful in this role. You can also look for internships or entry-level positions at IT companies or organizations. These experiences will help you develop the skills you need to be successful as a Help Desk Technician. Finally, make sure to stay up-to-date on the latest technology trends and developments. This will ensure that you are able to provide the best possible service to your customers or clients.

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