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

Jul 24, 2020 / 5 Minutes Read / By Albert

How to Become

Professional Organizations

FAQ

Links

When new software is released, it can cause a dramatic increase in Help Desk Support Administrator workload. The administrators are responsible for providing technical assistance and troubleshooting any problems users may have with the new software. If the software is not properly supported, users may experience errors or malfunctions that can lead to decreased productivity and decreased user satisfaction.

To help minimize this impact, Help Desk Support Administrators must ensure that they are well-versed in the functionality of the new software, that they are able to provide timely assistance to users, and that they have access to any necessary support materials. By taking these proactive steps, Help Desk Support Administrators can ensure that users get the most out of their new software and reduce their workload in the process.

Steps How to Become

Obtain a Bachelor's Degree. The first step is to obtain a bachelor's degree in computer science, information technology, or a related field of study. This will provide the necessary background knowledge and skills to become a help desk support administrator.
Pursue a Professional Certification. Earning a professional certification in IT service management or computer networking can be beneficial for those seeking to become help desk support administrators. Certifications demonstrate technical competency and can help job seekers stand out among their peers.
Gain Experience. Experience is essential when it comes to becoming a help desk support administrator. Gaining experience in a related field such as customer service or technical support can be beneficial as well.
Develop Technical Skills. Help desk support administrators must be comfortable using computers and must be knowledgeable about a variety of software programs, operating systems, and hardware devices. Developing these technical skills is essential to success in this role.
Apply for Jobs. Once all the necessary steps are completed, job seekers can then begin the process of applying for help desk support administrator positions. Having a strong resume and cover letter will be necessary to land an interview.

Staying ahead and capable in the field of Help Desk Support Administration requires the development of a variety of skills, including problem-solving, communication, and technical knowledge. By developing these skills and staying abreast of the latest trends in technology and customer service, Help Desk Support Administrators can ensure they are capable of providing their customers with the best solutions to their problems. Additionally, they must remain organized and efficient in their work, and be willing to take initiative when problems arise. By taking these proactive steps, Help Desk Support Administrators can ensure they are always prepared and capable of providing the highest level of customer service.

You may want to check Environmental Administrator, Desktop Administrator, and Quality Assurance Administrator for alternative.

Job Description

Monitor, analyze and respond to customer inquiries and technical support requests.
Troubleshoot software, hardware and network issues via phone, email and remote access technologies.
Provide technical assistance to customers in a professional, friendly and timely manner.
Investigate and resolve customer complaints in a timely and accurate manner.
Escalate complex issues to the appropriate internal team or external vendor as needed.
Install, configure and maintain hardware, software and network systems.
Maintain detailed records of customer interactions, inquiries, actions taken and solutions provided.
Create technical documentation for products, services and processes.
Identify opportunities to improve customer service processes and suggest changes to management.
Stay up-to-date with latest industry trends and developments.

Skills and Competencies to Have

Knowledge of computer hardware and software
Ability to troubleshoot technical problems
Familiarity with operating systems, such as Windows, Mac OS, and Linux
Good customer service skills
Excellent communication skills
Ability to work with users of all levels of technical competence
Ability to prioritize tasks and manage multiple projects
Knowledge of network protocols, such as TCP/IP, DNS, and DHCP
Experience with remote access solutions, such as VPNs and remote desktop
Knowledge of scripting languages, such as PowerShell and Bash
Knowledge of Active Directory and other directory services
Understanding of security concepts and best practices
Ability to document processes and procedures

Good technical knowledge is essential for any Help Desk Support Administrator. A comprehensive understanding of the underlying systems and applications is critical for providing effective support and troubleshooting assistance. In addition, patience, excellent communication skills, and the ability to think critically when presented with a problem are also essential.

By having a strong knowledge base, the help desk administrator can better assess the cause of an issue and quickly develop a solution. This not only helps to improve customer satisfaction, but it also reduces the time and resources needed to resolve the issue. Furthermore, the ability to think quickly and creatively helps to find solutions that may not have previously been considered, which can further reduce the time and resources required to resolve the issue.

System Administrator, Research Administrator, and Data Center Administrator are related jobs you may like.

Frequent Interview Questions

What experience do you have providing technical support to end users?
What do you think makes a successful help desk support administrator?
Describe a difficult technical issue you have resolved in the past.
How do you handle customer complaints and difficult customers?
What methods do you use to troubleshoot computer issues?
What type of software and hardware issues are you familiar with?
How do you stay up to date with the latest technologies and trends in IT?
What methods do you use to prioritize tasks and remain organized?
What tools do you find most helpful for managing help desk tickets?
How do you ensure that confidential customer information remains secure?

Common Tools in Industry

Remote Desktop Software. Allows a user to access their computer remotely from a different device. (Eg: TeamViewer)
Help Desk Ticketing System. A system which allows customers to submit requests for assistance and track the progress of their request. (Eg: Freshdesk)
Chatbot Software. Software that allows customers to ask questions and receive automated responses in real-time. (Eg: Microsoft Bot Framework)
Network Monitoring Software. Software used to monitor the performance of a computer network. (Eg: SolarWinds Network Performance Monitor)
IT Asset Management Software. Software used to track and manage hardware, software, and other IT assets. (Eg: ManageEngine AssetExplorer)
Knowledge Base Software. A system that stores and organizes information which can be used by customers to find solutions to their problems. (Eg: Zendesk Guide)
Remote Support Software. Allows a technician to access and control a customer's device remotely for troubleshooting purposes. (Eg: LogMeIn Rescue)
Database Software. A software used to store and manage data, such as customer information. (Eg: Oracle Database)

Professional Organizations to Know

Association of Information Technology Professionals (AITP)
International Association of Information Technology Asset Managers (IAITAM)
CompTIA
International Association of Outsourcing Professionals (IAOP)
Association for Computing Machinery (ACM)
Institute of Electrical and Electronics Engineers (IEEE)
National Society of Professional Engineers (NSPE)
American Society for Quality (ASQ)
International Information Systems Security Certification Consortium (ISC2)
Project Management Institute (PMI)

We also have Technical Administrator, Program Support Administrator, and Systems Security Administrator jobs reports.

Common Important Terms

Help Desk. A help desk is a service desk or support desk that provides users with technical assistance related to a company's products or services.
IT Support. IT support is a service that provides users with assistance on issues related to information technology, such as network troubleshooting or software installation.
Network Administration. Network administration is the practice of managing and maintaining a computer network, including hardware and software maintenance, troubleshooting, and security.
System Administration. System administration is the practice of maintaining and managing a computer system, including installation and configuration of hardware and software, monitoring system performance, and providing user support.
Troubleshooting. Troubleshooting is the process of identifying and resolving technical problems in a computer system.

Frequently Asked Questions

Q1: What is the role of a Help Desk Support Administrator? A1: A Help Desk Support Administrator is responsible for providing technical support to customers and resolving customer issues. This includes troubleshooting hardware and software problems, responding to customer inquiries, and providing general IT support. Q2: What qualifications are needed to become a Help Desk Support Administrator? A2: A Help Desk Support Administrator usually requires a minimum of a high school diploma or equivalent, as well as experience in customer service and computer system support. Additionally, knowledge of common computer hardware and software, network operating systems, and web applications is needed. Q3: What type of environment does a Help Desk Support Administrator work in? A3: A Help Desk Support Administrator typically works in a customer service or technical support environment. This may include working in an office, over the phone, or remotely through online tools such as chat or email. Q4: What are some of the tasks that a Help Desk Support Administrator performs? A4: Some of the tasks performed by a Help Desk Support Administrator include troubleshooting software and hardware issues, responding to customer inquiries, configuring systems, setting up new user accounts, and providing general IT support. Q5: What are the working hours of a Help Desk Support Administrator? A5: The working hours of a Help Desk Support Administrator can vary depending on the organization they work for. Common working hours include regular business hours as well as some nights and weekends.

Web Resources

Help Desk Administrator Ecampus Career Hub | Oregon State careers.ecampus.oregonstate.edu
Help Desk Support (HDS) Home - Help Desk Support (HDS) confluence.eits.uga.edu
Help Desk | MATC www.matc.edu