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What does a help desk specialist do?

A help desk specialist is responsible for answering computer-related and other technical questions from customers via telephone, email, or social media or face-to-face. As such, a help desk technician provides technical assistance regarding the setup, maintenance, and troubleshooting of computer hardware and software.

In addition to troubleshooting technical issues, help desk specialists train staff on how to diagnose and resolve computer-related and network problems. They also gather feedback from customers and partners in an effort to expand and refine training methods in addition to writing and editing training manuals for users.

Finally, help desk specialists run a variety of reports pertaining to software, hardware, and systems performance while also analyzing incoming problems and complaints from internal and external constituents.

What skills do I need to become a help desk specialist?

To become a successful help desk support specialist, you’ll need to be adept at working with various aspects of computer systems. This includes configuration, setup, maintenance, and upgrades to both software and hardware. In addition, a help desk technician must respond quickly to internal and external customer queries and know how to run diagnostic programs, isolate problems, and determine and implement solutions.

Help desk specialists should possess excellent communication and interpersonal skills as well as be familiar with the latest diagnostic software. Help desk specialists typically require a bachelor’s degree in computer science or a related field.

Common skills a help desk specialist should possess include:

• Understanding of and comfort working in computer-oriented technical environments
• Excellent diagnostic and communication skills
• Ability to listen and understand the causes of technical problems and issues
• Proficiency in giving technical instructions, either in person or over the phone
• Ability to successfully work with a variety of personality types while resolving technical issues

What are the core help desk specialist job responsibilities?

As a help desk specialist, you’ll have a number of responsibilities related to helping internal and external users and clients resolve network and computer-related problems. You’ll also be responsible for a variety of hardware issues, depending on the environment you work in.

In general, help desk specialists have the following job responsibilities:

• Provide assistance and technical support in response to queries related to software, computer systems, and hardware
• Respond to software or hardware queries in person or over the phone
• Write and edit computer and software training manuals
• Train users on software and computer systems
• Maintain proper performance of computer and software systems
• Troubleshoot and identify problems and issues with computer systems
• Walk customers through a variety of problem-solving processes
• Install and repair computer hardware and software systems
• Initiate diagnostic programs to identify and resolve problems
• Resolve technical issues with wide area networks (WANs) and local area networks (LANs)

Should I get a help desk specialist certification?

In addition to developing your skills, obtaining a professional certification can help your Upwork profile stand out. Help desk specialists can obtain certification in a variety of disciplines and industries.

• Perhaps the most popular, and sought after, help desk certification is the CompTIA A+. Not only is CompTIA A+ an excellent entry-level certification for help desk specialists, but it’s also a great credential for those hoping to pursue a wider range of additional IT certifications. Recognized by the Department of Defense as well as other large organizations, the CompTIA A+ certification addresses a number of areas, including hardware and software troubleshooting, networking, security, Windows operations systems, and mobile devices.
• Information Technology Infrastructure Library (ITIL) certification is widely accepted for managing IT service delivery.
• An online help desk course geared toward those specializing in customer service, the HDI-CSR certification focuses on customer service solutions. The course outlines how customer service reps can use available tools, in addition to their soft skills, to resolve technical issues. The HDI-CSR certification can be taught via live classroom training or online.