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Become A Help Desk Engineer

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Working As A Help Desk Engineer

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Help Desk Engineer Do At SAIC

* Responsible for providing helpdesk support and resolve problems to the end user’s satisfaction.
* Monitor and respond quickly and effectively to requests received through the IT Remedy Enterprise helpdesk system.
* Monitor Service Desk for tickets assigned to the queue and process first-in first- out based on priority.
* Modify configurations, utilities, software default settings, etc. for the local desktop or laptop workstation.
* Utilize and maintain the helpdesk tracking software with appropriate Knowledge Points and updates them as necessary by documenting internal procedures.
* Install, test and configure new laptop workstations, peripheral equipment and software and maintain inventory of all equipment, software and software licenses.
* Report issues to the Service Desk for escalation.
* Manage PC setup and deployment for new employees using standard hardware, images and software and adhere to Army Gold Master Standards.
* Perform timely laptop hardware and software upgrades as required by end user and in accordance with approved software and hardware list.
* Identify all applicable applications and systems needed in a new build for Transition Division laptops.
* Create the build, incorporating identified applications and systems.
* Deploy build to all identified Transition Division laptops.
* Update build with all applicable patches and updates.
* Maintain all non-deployed laptops on the network to ensure that they remain on the domain.
* Coordinate and ship laptops to Transition Division in the field (utilizing existing shipping account).
* Conduct spot check inventories in accordance with identified resource inventory procedures.
* Assist in answering TAP
* XXI IT support emails

What Does A Help Desk Engineer Do At Leidos

* Participate in software and hardware investigations resulting from issues identified in reported trouble calls during the transition period.
* Provide Technical Assistance (TA) reports for all support provided to DCGS
* N FoS Help Desk Customers.
* Support program management integration, systems engineering, and testing to resolve system CASREP issues.
* This may include CONUS and OCONUS travel to both shore and ship sites to support urgent operational requirements.
* Provide installation support to the DCGS
* N ISEA for the DCGS
* N.
* Support DCGS
* N FoS assessments to include shore and afloat sites to conduct Deploying Group Systems Integration Testing (DGSIT), Command, Control, Communications, Computers and Combat Systems Readiness Assessments (C5RA), Combat Systems Readiness Assessment (CSRA), and Inspection and Survey (INSURV) inspections.
* Work as a "generalist" on a team responsible for development and integration of current and future DCGS
* N system builds.
* External Referral Eligible

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How To Become A Help Desk Engineer

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Help Desk Engineer jobs

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Help Desk Engineer Career Paths

Help Desk Engineer
Systems Engineer Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Field Service Technician Network Technician Senior System Administrator
Data Center Manager
9 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Network Administrator Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Information Technology Technician Information Technology Specialist Information Technology Manager
Director Of Technology And Services
11 Yearsyrs
Desktop Support Technician Information Technology Consultant Director Of Information
Director, Technical Operations
11 Yearsyrs
Network Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Technical Support Engineer Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Network Administrator Information Technology Consultant Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Network Engineer Network Administrator Systems Administrator
Information Technology Manager
8 Yearsyrs
Information Technology Technician Technical Support Specialist Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Technical Support Engineer Systems Engineer Business Analyst
Product Manager
7 Yearsyrs
Information Technology Consultant Senior Consultant Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Systems Administrator Network Engineer
Senior Network Engineer
7 Yearsyrs
Systems Engineer Program Manager Marketing Manager
Senior Product Manager
9 Yearsyrs
Network Engineer Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Field Service Technician Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Network Technician Lead Technician Technical Manager
Technical Director
7 Yearsyrs
Desktop Support Technician Systems Administrator Information Technology Manager
Technical Services Manager
8 Yearsyrs
Information Technology Consultant Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Help Desk Engineer Demographics

Gender

  • Male

    78.3%
  • Female

    19.6%
  • Unknown

    2.1%

Ethnicity

  • White

    75.7%
  • Hispanic or Latino

    10.4%
  • Asian

    9.8%
  • Unknown

    3.6%
  • Black or African American

    0.5%
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Languages Spoken

  • Spanish

    30.0%
  • Swahili

    10.0%
  • Chinese

    10.0%
  • Japanese

    10.0%
  • Mandarin

    10.0%
  • Carrier

    10.0%
  • Russian

    10.0%
  • Arabic

    10.0%
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Help Desk Engineer

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Help Desk Engineer Education

Help Desk Engineer

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Top Skills for A Help Desk Engineer

ComputerHardwareActiveDirectoryNetworkPrintersPCCustomerServiceTroubleshootTechnicalSupportVPNLaptopsSetupWindowsXPBackupHelpDeskCitrixNewUserAccountsVoipOSLan/WanSymantecGhostInternet

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Top Help Desk Engineer Skills

  1. Computer Hardware
  2. Active Directory
  3. Network Printers
You can check out examples of real life uses of top skills on resumes here:
  • Trained newly hired staff in the department on all computer hardware/software and peripheral device usage.
  • Managed over 10 Active Directory domains in remote locations for over 100,000 users, computers, printers, and devices.
  • Map network printers, install proprietary applications, troubleshoot, and break/fix.
  • Use ticketing system to assist users worldwide with various PC and Server issues.
  • Delivered excellent customer service and total satisfaction through frequent collaboration with internal groups; generated referrals and repeat business.

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