How to Be Help Desk Administrator - Job Description, Skills, and Interview Questions

Jul 11, 2020 / 5 Minutes Read / By Albert

How to Become

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Using a help desk administrator can have a positive effect on a business, as they are able to efficiently and effectively manage customer service inquiries. They can provide technical support and troubleshoot problems, respond to customer inquiries in a timely manner, and help resolve customer complaints. This can lead to increased customer satisfaction, improved customer loyalty, and increased revenue for the business.

having a help desk administrator can help reduce the workload of employees, as they are able to handle customer service tasks that would otherwise fall on employees. With the help of a help desk administrator, businesses can ensure a smoother, more efficient customer service experience.

Steps How to Become

Obtain a High School Diploma or GED. Most employers prefer applicants who have at least a high school diploma or equivalent.
Consider Earning a Bachelor's Degree. While a bachelor's degree is not always required, it can provide a competitive edge in the job market and may increase your job prospects.
Pursue Any Relevant Certifications. Certifications can demonstrate your technical proficiency and knowledge of a specific product or technology.
Build Your Experience. Many employers prefer to hire Help Desk Administrators with at least one to two years of relevant experience.
Obtain an IT Support Job. Obtaining an entry-level IT support job can provide valuable experience in troubleshooting and problem solving.
Demonstrate Your Knowledge and Skills. When working as an IT support role, take advantage of any opportunities to demonstrate your knowledge and skills to your employer.
Pursue Network and Security Certifications. Network and security certifications can demonstrate your expertise in security protocols, network configuration and troubleshooting.
Apply for Help Desk Administrator Positions. Once you have the necessary experience and certifications, you can apply for Help Desk Administrator positions.

The ability to be an ideal and competent Help Desk Administrator is closely linked to a set of essential skills and qualities. To be successful in this role, an individual should have strong communication skills, problem-solving abilities, a knack for troubleshooting, and a customer service oriented attitude. Furthermore, the individual should have a basic understanding of computer systems, networks, and software applications.

Having a pleasant personality, patience and the ability to remain calm in stressful situations are also essential. With these qualities, a Help Desk Administrator can offer quick and effective solutions to customer inquiries, leading to improved customer satisfaction.

You may want to check Office Administrator, Contract Administrator, and Human Resources Administrator for alternative.

Job Description

Respond to customer inquiries, both in person and via phone or email.
Troubleshoot technical difficulties and provide solutions.
Install and configure software and hardware.
Create and maintain user accounts, passwords, and security access.
Perform regular system maintenance, such as backups and server monitoring.
Develop technical documentation for users and staff.
Provide technical training and guidance to users.
Monitor help desk tickets and prioritize tasks.
Stay up-to-date on new technologies and products.
Update help desk databases with customer information, problem resolution, and other data.

Skills and Competencies to Have

Excellent customer service and communication skills
Knowledge of computer hardware and software
Knowledge of network protocols and operating systems
Ability to troubleshoot technical issues
Ability to document processes and procedures
Ability to work independently and as part of a team
Knowledge of remote access technologies
Knowledge of help desk ticketing systems
Ability to prioritize tasks effectively
Ability to work in a fast-paced environment
Ability to remain calm under pressure
Knowledge of relevant security protocols

Having a strong technical aptitude is the most important skill for a Help Desk Administrator. This is because the job of a Help Desk Administrator is to provide technical support for customers and troubleshoot hardware and software issues. Having a good understanding of how computers, networks, and software work is essential for this role.

In addition, having excellent communication and problem-solving skills is vital, as Help Desk Administrators must be able to effectively communicate with customers, diagnose their technical problems, and provide solutions. having a positive attitude and the ability to remain calm under pressure is key, as Help Desk Administrators often work with frustrated customers. Having knowledge of customer service principles and systems management will also be beneficial in this role.

having a strong technical aptitude is the foundation of success as a Help Desk Administrator.

IT Support Administrator, Desktop Administrator, and Database Administrator are related jobs you may like.

Frequent Interview Questions

What experience do you have in the Help Desk Administrator role?
What customer service skills do you bring to the Help Desk Administrator role?
Describe a difficult problem you were able to solve as a Help Desk Administrator.
How familiar are you with software troubleshooting and system administration?
Describe your experience developing processes and procedures for a help desk team.
What strategies do you use to help customers find solutions quickly?
What are your thoughts on working with remote users?
How would you handle an angry customer?
Are you comfortable communicating with technical staff, non-technical staff, and customers?
What tools and techniques do you use to stay organized and manage multiple projects at the same time?

Common Tools in Industry

Remote Desktop Protocol (RDP). Remote access software that allows a user to control a computer from a remote location. (Eg: LogMeIn)
TeamViewer. Remote access and support software that allows a user to control and view another computer over the internet. (Eg: ConnectWise Control)
Help Desk Software. Software designed to manage customer service requests and provide efficient customer service. (Eg: Zendesk)
Network Monitoring Software. Software used to monitor network performance and detect potential problems. (Eg: SolarWinds Network Performance Monitor)
System Diagnostics Tool. Software used to diagnose system problems and generate reports. (Eg: Microsoft Sysinternals Suite)
Security Software. Software designed to protect networks and systems from malicious attacks. (Eg: McAfee Total Protection)
Database Management System. Software used to store, manage, and query data. (Eg: Oracle Database)
Issue Tracking System. Software designed to track, manage, and monitor issues. (Eg: JIRA)
Backup Software. Software used to create backups of data stored on a computer. (Eg: Acronis True Image)
Virtualization Software. Software used to create virtual machines for testing and development purposes. (Eg: VMware Workstation)

Professional Organizations to Know

Association of Information Technology Professionals (AITP)
Association of Support Professionals (ASP)
Association of Computing Machinery (ACM)
International Information Systems Security Certification Consortium (ISC2)
Institute of Electrical and Electronics Engineers (IEEE)
International Association of Microsoft Certified Partners (IAMCP)
CompTIA
Help Desk Institute (HDI)
American Management Association (AMA)
IT Service Management Forum (itSMF)

We also have Technical Administrator, Network Operations Administrator, and Retail Administrator jobs reports.

Common Important Terms

Computer Network. A computer network consists of two or more computers connected via communication channels to exchange data and share resources.
Troubleshooting. The process of identifying, analyzing, and solving a problem in a computer system or network.
Technical Support. Assistance for products and services related to computer hardware, software, or networks.
Server Administration. The management and maintenance of a server, including installation of updates and software, monitoring performance and security, and responding to user requests.
System Administration. The management and maintenance of a computer system, including installation of updates and software, monitoring performance and security, and responding to user requests.
Help Desk. A telephone or online support system which provides users with access to technical help, information, and advice.

Frequently Asked Questions

What qualifications are needed to be a Help Desk Administrator?

To be a Help Desk Administrator, you typically need a bachelor's degree in computer science, information technology, or a related field. Additionally, experience with customer service is necessary and an understanding of basic computer software and hardware is also important.

What tasks does a Help Desk Administrator typically perform?

A Help Desk Administrator typically provides technical assistance and support to users, troubleshoots and resolves customer issues, and maintains a knowledge base of common issues. They may also be responsible for configuring, testing, and installing new systems, as well as providing training and guidance to users.

How many hours do Help Desk Administrators typically work?

Help Desk Administrators typically work full-time hours, which may include evenings and weekends.

What skills are important for a Help Desk Administrator to have?

Important skills for a Help Desk Administrator include excellent customer service skills, problem-solving abilities, the ability to stay calm under pressure, and an understanding of computer software and hardware.

What is the average salary for a Help Desk Administrator?

The average salary for a Help Desk Administrator is $50,000 per year.

Web Resources

Help Desk Administrator Ecampus Career Hub | Oregon State careers.ecampus.oregonstate.edu
Help Desk Administrator Central Career Services Swarthmore career.swarthmore.edu
Help Desk | MATC www.matc.edu