Help desk engineers must be able to provide detailed and accurate notes on services performed. They must identify problems and offer ready solutions. They must have expertise in various software and/or hardware configurations and must be able to troubleshoot problems with both. For some customer service jobs, they must be skilled in backup, security procedures, disaster recovery and restoration. To be a successful help desk jobs engineer, you must also be punctual, service oriented, and you must take pride in your work.
The first step is academic training. Ideally, to be a help desk engineer you should have a bachelor's degree in computer science or information technology. Some employers will consider candidates with one or two years of college if they also have proficiency in computer applications and experience in customer service.
If you obtain industry standard certifications including A+ certification from the Computer Technology Industry Association, certification from the Help Desk Institute (HDI), and are certified as a Microsoft Certified Desktop Support Technician, you will help your chances of being hired as a help desk jobs engineer greatly. Customer service jobs reward those who obtain and keep up any relevant certifications.
If you have identified a company for which you want to work as a help desk engineer, become familiar with their products and services before applying. The help desk receives questions that you may never have thought of before, and it's important that you're as prepared as possible for these.
In most customer service jobs, you will have to take a pre-hiring test to prove that you have a thorough understanding of what a help desk jobs engineer does in terms of providing good customer service and at the same time having extensive knowledge of the products and services of that company. These tests may consist of "how to" questions, and role playing customer support scenarios.
If you are determined to become a help desk engineer, there are a number of skills beyond whatever education and experience you are required to have that will increase your chances of employment. Here are some of the extra skills that can get you through the door quicker in some companies:
- Ability to speak Spanish as well as English (in the U.S.)
- Knowledge of SQL Reporting Services, ASP, or JAVA
- Experience with tools like Kaseya and Connectwise, which are used by IT Managed Services Providers
- The ability to multitask between support, implementation, and service each day
- Experience in writing administrative scripts in Visual Basic
- Net+ and Server+ Qualification
- Knowledge of Linux and Windows
A good help desk jobs engineer has superior communication skills, is able to work in a very fast paced environment, is able to keep accurate and understandable records, and must be able to take initiative to solve the problems that are called in to the help desk. While it can be fast paced and exciting, working as a help desk engineer can be stressful. The environment may be noisy, and call volume may be heavy. Depending on the company, you may be required to be on-call during your off hours in case of troubleshooting emergencies or unexpectedly high call volume.