Helpdesk technicians provide tech support services, usually from a distance via phone or an online chat tool. By asking the customer targeted questions and using remote troubleshooting tools, they identify the problem and perform fixes or suggest recommended actions. They may also assist with security issues, program updates, and providing technical advice.
Helpdesk technicians typically have a bachelor’s degree in a computer science field, although an equivalent level of relevant professional experience may be acceptable. They would be expected to have extensive knowledge of common software programs and hardware components, and have familiarity with resolving common technical issues. They must have in-depth expertise with the particular systems or services used by their organization and its clients. Hands-on experience with remote troubleshooting tools and automation programs is helpful.
Average Years of Experience
Common Skill Sets