What does a help desk engineer do?
Help desk engineers solve problems. They have the technical know-how and have the right troubleshooting tools. They are required to set up computer hardware and software for users and events. When individuals have a certain issue or problem relating to their computer, they bring it to the help desk engineer, who then analyzes and provides a solution. Furthermore, they attend to the issues registered by clients via emails, chats, instant messages, or phone calls.
Help desk engineer responsibilities
Here are examples of responsibilities from real help desk engineer resumes:
- Manage and maintain consistency of software configurations for the Citrix & VMWare environments.
- Manage VOIP phone user, hunt groups, short codes, incoming call routes, time profiles, and auto attendants.
- Configure, establish and manage local area network (LAN) connectivity and remote access per customer configuration requirements.
- Configure and install new Linux systems.
- Provide tehcnical support for RedHat Linux.
- Utilize remedy for ticket logging and closure.
- Account management and maintenance perform via UNIX bash shell.
- Resolve issues or escalate it to the appropriate team for resolution.
- Prioritize each call; and escalate calls base on service level.
- Make changes to domain registration DNS for various applications such as google apps.
- Coordinate with LECs and vendors to perform end-to-end remedy and repair of network components.
- Analyze end user VPN and Internet access connections to provide secure access to network resources.
- Analyze, diagnose and resolve problems on hardware, software, OS, applications and devices.
- Assist users with MFG/Pro password resets, and clearing print jobs, configure VPN client software.
- Ghost for converting hard drive content to a virtual disk format such as VMware's VMDK file.
Help desk engineer skills and personality traits
We calculated that 8% of Help Desk Engineers are proficient in Troubleshoot, Help-Desk Support, and Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills.
We break down the percentage of Help Desk Engineers that have these skills listed on their resume here:
- Troubleshoot, 8%
Maintain and troubleshoot end user applications including Microsoft Office Suite, QuickBooks, GMED, and various other third party applications.
- Help-Desk Support, 6%
Provided computer help-desk support and technical training on hardware/software to end users.
- Technical Support, 6%
Organize, prioritize and assist with daily technical support in organizations with different support requirements.
- Escalate, 5%
Escalate complex issues (Beyond Tier 2) capability to Senior Support as needed - Google is our go-to.
- PC, 5%
Provide support for remote employees and general troubleshooting/resolution and perform limited system engineer duties including PC and server configuration
- Windows Server, 5%
Received experience networking computers in a domain environment, working with Windows server 2003, and 2008.
"troubleshoot," "help-desk support," and "technical support" are among the most common skills that help desk engineers use at work. You can find even more help desk engineer responsibilities below, including:
Customer-service skills. One of the key soft skills for a help desk engineer to have is customer-service skills. You can see how this relates to what help desk engineers do because "computer support specialists must be patient and sympathetic." Additionally, a help desk engineer resume shows how help desk engineers use customer-service skills: "developed global network of customer support which included high-level senior army leadership. "
Listening skills. Another essential skill to perform help desk engineer duties is listening skills. Help desk engineers responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Help desk engineers also use listening skills in their role according to a real resume snippet: "communicated with clients from various backgrounds explaining technical and non-technical issues. "
Speaking skills. This is an important skill for help desk engineers to perform their duties. For an example of how help desk engineer responsibilities depend on this skill, consider that "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a help desk engineer: "utilized bilingual skills and spoke in spanish as needed to provide technical support. ".
Writing skills. For certain help desk engineer responsibilities to be completed, the job requires competence in "writing skills." The day-to-day duties of a help desk engineer rely on this skill, as "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." For example, this snippet was taken directly from a resume about how this skill applies to what help desk engineers do: "assist in development, writing and producing installation documentation for the supported hardware and software applications. "
Problem-solving skills. Another common skill required for help desk engineer responsibilities is "problem-solving skills." This skill comes up in the duties of help desk engineers all the time, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." An excerpt from a real help desk engineer resume shows how this skill is central to what a help desk engineer does: "fielded incoming phone calls for customer support and resolved issues. "
The three companies that hire the most help desk engineers are:
- Booz Allen Hamilton5 help desk engineers jobs
- Endsight5 help desk engineers jobs
- Axos Bank2 help desk engineers jobs
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Compare different help desk engineers
Help desk engineer vs. Desktop support specialist
A Desktop Support Specialist is focused on troubleshooting different software packages, hardware devices, and other peripherals. They monitor the performance of the company's desktop infrastructure.
While similarities exist, there are also some differences between help desk engineers and desktop support specialist. For instance, help desk engineer responsibilities require skills such as "escalate," "provide technical assistance," "help desk," and "java." Whereas a desktop support specialist is skilled in "desktop support," "sccm," "remote desktop," and "laptop computers." This is part of what separates the two careers.
Desktop support specialists tend to make the most money working in the finance industry, where they earn an average salary of $53,933. In contrast, help desk engineers make the biggest average salary, $67,498, in the finance industry.On average, desktop support specialists reach similar levels of education than help desk engineers. Desktop support specialists are 2.1% less likely to earn a Master's Degree and 0.6% less likely to graduate with a Doctoral Degree.Help desk engineer vs. Desk support technician
A desktop support technician is responsible for assisting end-users with their network issues, grant authorization requests, and create user accounts. Desktop support technicians maintain the safety and security of networks, preventing unauthorized access and illegal dissemination of database information. They also handle the software configurations and upgrading the network infrastructure to avoid system downtimes and operational delays. A desktop support technician must have excellent communication and technical skills to monitor systems performance and enhance network navigation.
Each career also uses different skills, according to real help desk engineer resumes. While help desk engineer responsibilities can utilize skills like "escalate," "pc," "windows server," and "provide technical assistance," desk support technicians use skills like "provides technical support," "phone calls," "desk side support," and "laptop computers."
On average, desk support technicians earn a lower salary than help desk engineers. Some industries support higher salaries in each profession. Interestingly enough, desk support technicians earn the most pay in the technology industry with an average salary of $50,316. Whereas help desk engineers have higher pay in the finance industry, with an average salary of $67,498.In general, desk support technicians achieve similar levels of education than help desk engineers. They're 2.8% less likely to obtain a Master's Degree while being 0.6% less likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for help desk engineers in the next 3-5 years?
Ming Chow
Associate Teaching Professor, Tufts University
References:
1. cybersecurity
2. cybersecurity
Help desk engineer vs. Information engineer
An information engineer is responsible for monitoring the efficiency of computer systems and network infrastructure, performing configuration to boost the optimal performance of the technology systems. Information engineers assist end-users in resolving network issues, identifying the source of inconsistencies, and create resolution reports for reference to avoid reoccurrence. They also design new network systems according to business needs and client specifications, running multiple diagnostic tests to ensure effectiveness before the release of final deliverables. An information engineer should have excellent technical skills, as well as a strong command of programming languages and system codes.
The required skills of the two careers differ considerably. For example, help desk engineers are more likely to have skills like "escalate," "provide technical assistance," "help desk," and "technical assistance." But a information engineer is more likely to have skills like "san," "azure," "data analysis," and "c++."
Information engineers earn the highest salary when working in the technology industry, where they receive an average salary of $107,435. Comparatively, help desk engineers have the highest earning potential in the finance industry, with an average salary of $67,498.information engineers typically earn higher educational levels compared to help desk engineers. Specifically, they're 7.8% more likely to graduate with a Master's Degree, and 0.3% more likely to earn a Doctoral Degree.Help desk engineer vs. Senior infrastructure engineer
A senior infrastructure engineer specializes in designing and developing systems and infrastructures based on client preferences and industry standards. They have the duty to identify and understand the project's needs, streamline project requirements, produce drafts, create prototypes and models, and establish tests to identify potential issues and ensure the projects' quality. Additionally, a senior infrastructure engineer has the authority to make decisions, train and supervise junior engineers, establish goals and timelines, provide technical support, and implement policies and guidelines.
Types of help desk engineer
Updated January 8, 2025
