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Online Help Desk Technician  What They Do

  • What They Do
  • What To Learn
  • Money And Outlook
  • Connections
  • Interviews
  • Real Life Activities
  • Add to Portfolio
  • Start a Career Plan

Insider Info

dotYour computer suddenly makes funny gurgling noises and the screen goes black. You press every button on your keyboard, but nothing happens. Your computer has crashed -- and the document you've spent countless hours on is in serious risk of being lost forever!

Now your heart rate is up and you've broken into a cold sweat. Who are you going to call? An online help desk technician, of course!

dotOnline help desk technicians, or computer support specialists as they are sometimes known, provide technical support and advice to users. Without them, there would be no one to come to the rescue when your computer crashes. They figure out what the problems are and then guide you through a solution.

"Help desk technicians are rapidly becoming the modern-day equivalent of mid-20th century mechanics," says Matt Baker. He is a help desk professional for an Internet service provider.

dotYou can often find these specialists working within an organization or directly for computer or software companies. Many of these technical professionals work for help desk or support services firms on a contract basis. This is known as "outsourcing."

Many others work for Internet service providers. People in this profession work mostly in offices, in rooms equipped with phones and computer terminals.

dotHelp desk professionals have one goal -- assess a customer's problem and hopefully save the day. Specific duties can vary, but most spend a considerable amount of their time answering phones that never stop ringing and e-mails that never stop coming.

Once online or on the phone, they try to relieve your fears and guide you through a solution.

This can be a hard and sometimes unthankful occupation. "I can't say I have ever felt passionate about this job," says Baker. "I don't know how I ever could. It's not like the clients stand up after I finish for the day and cheer."

dotThe job can be very stressful. These professionals almost have to be part technical wizards and part psychologists. This is because most of the calls they take are from people in various states of distress. No one ever calls just to say hi.

dotThis occupation also features an interesting catch-22. The better the technicians are at their jobs, the more people will phone in for help. This can sometimes create problems when the phone lines get too busy. Callers become even more frustrated as they wait for the next available operator.

"The role of the help desk professional is always changing," says help desk technician Marla Frazier. She works for a training organization for support specialists.

dotTypically, many online help desk technicians work regular daytime hours in full-time jobs, 35 to 40 hours a week. But there are many others who work rotating shifts, including nights and weekends. It just depends on what kind of company you work for.

Software companies often don't need to staff help desks nights and weekends. However, Internet service providers usually staff help desks in off-hours to deal with problems encountered by home computer users. Some help desks run 24 hours a day, seven days a week.

dotThere are no real physical requirements in this job. All you really do is sit at a desk in front of a computer and talk a lot on the phone. As long as you can read, type and think clearly, you'll have no problem. This can be an ideal occupation for people who are wheelchair-bound.

At a Glance

Help people through their computer problems

  • You have to be part technical wizard and part psychologist
  • Computer use in the U.S. continues to rise
  • Computer training, communications skills and the ability to problem solve are important


Multimedia

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