How to Become a Help Desk Technician

Becoming a help desk technician requires more than just technical skills. It requires a passion for customer service, problem-solving, and the willingness to take on the responsibility of being available 24/7.

In this blog post, we will explore the steps required to become a successful help desk technician, as well as how to best utilise the knowledge and resources you have at your disposal. We’ll discuss everything from certifications and qualifications to career advice and more so that you can be sure you have all the tools needed to succeed in this field.

Job description

The role of a help desk technician is to provide support to customers and end users by troubleshooting technical issues and providing resolution steps. They are the first line of customer support and are responsible for handling customer inquiries, diagnosing technical problems, and providing solutions.

To become a help desk technician, one must have excellent customer service skills and experience troubleshooting technical issues. Strong written and verbal communication skills are also essential in this role. One must effectively communicate with customers to provide them with the best possible resolution to their inquiry or problem.


Most employers require help desk technicians with a high school diploma. However, some may prefer candidates with an associate’s degree or higher in computer science or a related field. Many companies also require certification from organisations such as CompTIA or Microsoft.

In addition to formal education and certification, employers also look for applicants with solid customer service, communication, and problem-solving skills. Help desk technicians must work well under pressure and handle complex customer inquiries with grace and professionalism. 

The best way to prepare for a career as a help desk technician is to get experience working with computers and customer service. Many technicians start in entry-level positions, such as customer service representatives or technical support specialists, before being promoted to help desk technicians.

Education and training

If you’re interested in becoming a help desk technician, there are a few things you’ll need to do in terms of education and training. First, you’ll need to obtain a high school diploma or equivalent. Then, you’ll need to complete on-the-job training, typically lasting for about six months. After that, you may consider getting certification from an organisation such as CompTIA. Finally, it’s essential to keep your skills up-to-date by continually learning new technologies and keeping up with industry news.


There are a few different ways that you can go about becoming certified as a help desk technician. One option is to pursue a degree or certificate in computer science or information technology from an accredited university or college.

Once you have completed your academic program, you can take certification exams through organisations such as CompTIA, Microsoft, or Cisco. These exams will test your knowledge of various aspects of IT and help desk support, and upon passing them, you will be officially certified.

Additionally, many companies that hire help desk technicians require that applicants have at least one year of relevant experience before being considered for the position. Therefore, another way to become certified is to gain on-the-job experience working in IT support or as a help desk technician. After gaining some experience, you can take certification exams if desired.