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

Apr 23, 2022 / 5 Minutes Read / By Albert

How to Become

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Cause: The increasing demand for technology and its integration in everyday life Effect: The need for Help Desk Support Specialists to provide technical assistance and support to customers has grown significantly. This has led to an increased demand for IT professionals with specialized skills and expertise to troubleshoot and resolve customer issues quickly and efficiently. These professionals must possess a strong understanding of computer systems, networks, software, hardware, and other related technologies in order to provide quality customer service. Additionally, they must possess excellent interpersonal and communication skills, as well as a high level of problem-solving ability, in order to be successful in this role.

Steps How to Become

Earn a Degree. Most employers look for Help Desk Support Specialists with at least an associate's degree in computer science, information technology, or a related field. A bachelor's degree may be preferred.
Gain Experience. It's important to have some experience with computers, network systems, and customer service. Consider internships, volunteer positions, and entry-level roles in the technology industry that can help you gain the experience you need.
Learn Technical Skills. Employers look for Help Desk Support Specialists who are knowledgeable about computer hardware and software, networking, and troubleshooting. Consider taking courses in these areas to expand your knowledge and keep up with the latest technology trends.
Obtain Certifications. Many employers look for candidates who have certifications such as A+ or Network+. These certifications demonstrate that you have the skills and knowledge necessary for the job.
Stay Up to Date. Technology is always changing and evolving, so it's important to stay up to date on the latest advancements. Consider joining professional organizations and attending industry conferences to stay informed.

Staying ahead and qualified as a Help Desk Support Specialist requires staying up to date with new technologies, certifications, and trends in the industry. Keeping a pulse on the current developments in the IT support industry helps ensure that you maintain your skillset and knowledge. This can be done by attending conferences, seminars, or workshops related to the IT field, reading industry-related publications, and taking online courses.

Furthermore, it is important to maintain certifications related to Help Desk Support, such as CompTIA A+, Network+, and Security+ certifications. staying in touch with colleagues in the field can help you stay up to date on changes in the industry, as well as gain valuable insight into how to better perform your job. By doing all of these things, you can ensure that you remain a qualified and knowledgeable Help Desk Support Specialist.

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Job Description

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person, over the phone or by email.
Diagnose and resolve technical hardware and software issues.
Research questions using available resources.
Follow standard help desk procedures.
Log all queries and issues in the help desk database.
Identify and escalate priority issues.
Redirect problems to appropriate resources.
Track and route problems and requests and document resolutions.
Utilize excellent customer service skills and exceed customers expectations.
Stay current with system information, changes and updates.
Provide support for basic network troubleshooting scenarios.
Assist with onboarding of new users.
Install, modify and repair computer hardware and software.
Update self-help documents so users can try to fix problems themselves.

Skills and Competencies to Have

Excellent customer service, communication, and problem-solving skills.
Knowledge of computer hardware and software, operating systems, and network systems.
Ability to troubleshoot technical issues and provide technical assistance.
Ability to diagnose and resolve basic technical issues.
Ability to follow technical procedures and document processes.
Ability to prioritize tasks and manage time efficiently.
Knowledge of customer service principles and practices.
Proficiency in using computer applications, such as Microsoft Office Suite.
Knowledge of telecommunication systems.
Knowledge of basic networking concepts.

The role of a Help Desk Support Specialist requires having a wide range of technical and customer service skills. The most important skill for a Help Desk Support Specialist is the ability to troubleshoot computer hardware and software problems. This requires a deep understanding of the latest technology, as well as the ability to effectively communicate with customers.

The Help Desk Support Specialist must be able to quickly identify and resolve technical problems in a timely manner. they must possess strong communication and customer service skills to effectively communicate with customers during problem resolution. Having a keen eye for detail and being highly organized is also essential in order to properly document and manage customer inquiries.

Having an understanding of customer service operations and how to effectively interact with customers is also critical for success. All of these skills are essential for a Help Desk Support Specialist to be successful and ensure customer satisfaction.

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Frequent Interview Questions

What experience do you have providing help desk support?
How do you stay up-to-date with the latest technologies used in help desk support?
Describe a time when you had to troubleshoot a difficult technical problem.
What customer service techniques do you use when dealing with difficult customers?
How do you prioritize tasks when you have multiple requests?
What experience do you have using remote access tools like TeamViewer and LogMeIn?
How well do you work independently without direct supervision?
Describe your experience monitoring customer usage and feedback to identify potential issues.
What strategies do you use to stay organized and efficient?
How do you handle customer complaints and requests for refunds?

Common Tools in Industry

Remote Desktop Software. Allows remote access to a computer from another computer. (e. g. LogMeIn, TeamViewer)
Monitoring Software. Monitors and reports on the performance of a computer system. (e. g. SolarWinds, Nagios)
Network Troubleshooting Tools. Identifies and resolves issues on networks or other computer systems. (e. g. Wireshark, PingPlotter)
Virtualization Software. Creates virtual machines to improve system efficiency and performance. (e. g. VMware, Oracle VirtualBox)
Data Backup Solutions. Automatically creates copies of data to protect it from loss or corruption. (e. g. Acronis, Carbonite)
Anti-Virus Software. Protects computers from viruses and other malicious software. (e. g. Norton, Avast)
Asset Management Software. Tracks and manages hardware, software, and other IT assets. (e. g. Spiceworks, ManageEngine)
Ticketing Systems. Allows users to submit and track technical support requests. (e. g. Zendesk, Freshservice)
Help Desk Software. A comprehensive system for managing customer service and technical support requests. (e. g. Zoho Desk, ServiceNow)
Knowledge Base Software. Stores helpful information for customers and employees in a centralized location. (e. g. KnowledgeOwl, MindTouch)

Professional Organizations to Know

Association of Information Technology Professionals (AITP)
International Association of Computer Information Systems (IACIS)
Association for Computing Machinery (ACM)
Institute of Electrical and Electronics Engineers (IEEE)
High Tech Professionals Association (HTPA)
International Information Systems Security Certification Consortium (ISC2)
HDI (Help Desk Institute)
Computer Technology Industry Association (CompTIA)
The United Kingdoms Institute of IT Training (IITT)
International Association of Microsoft Certified Partners (IAMCP)

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Common Important Terms

Help Desk. A service desk or help desk is a place where users can get technical assistance with computer-related problems or questions.
Troubleshooting. The process of identifying and solving problems in a computer system.
Networking. The practice of connecting two or more computers together for the purpose of sharing data, resources, and applications.
System Administration. The process of managing and maintaining computer systems.
Server Maintenance. The process of ensuring that a server is running efficiently and securely.
Database Management. The process of managing databases and their associated data.
Security Protocols. Procedures and policies used to protect computer networks and systems from unauthorized access.
Software Installation. The process of installing software onto a computer system.
User Training. The process of teaching users how to use a computer system or application.
User Interface Design. The practice of creating user interfaces that are easy to use, visually attractive, and effective at communicating information.

Frequently Asked Questions

What is a Help Desk Support Specialist?

A Help Desk Support Specialist is an IT professional who provides technical assistance to customers via phone, email, or chat. They troubleshoot hardware and software issues, answer questions, and resolve problems related to the use of computer systems and related technology.

What skills are necessary to be a Help Desk Support Specialist?

To be successful as a Help Desk Support Specialist, you need excellent customer service and communication skills, as well as strong problem-solving abilities. You should also have knowledge of computer hardware, software, and networking concepts, as well as a working knowledge of common operating systems and applications.

What is the average salary for a Help Desk Support Specialist?

The average salary for a Help Desk Support Specialist is $44,818 per year in the United States.

What kind of duties do Help Desk Support Specialists perform?

Help Desk Support Specialists provide technical assistance to customers by answering questions, troubleshooting hardware and software issues, and resolving problems related to the use of computer systems and related technology. They may also provide basic training on how to use certain software or hardware platforms.

What kind of environment do Help Desk Support Specialists typically work in?

Help Desk Support Specialists typically work in an office or call center environment. Some may also work remotely from home or other locations.

Web Resources

Help Desk Support Specialist Certificate - St. Petersburg College www.spcollege.edu
IT - Help Desk Support Specialist | WTCS www.wtcsystem.edu
How to Become a Help Desk Technician | SCI scitexas.edu