What does a junior help desk technician do?
A junior helpdesk technician is responsible for providing technical support to clients through calls or correspondence, ensuring efficiency and client satisfaction. They typically assist customers by identifying their needs, troubleshooting problems, providing step by step solutions, and forwarding complicated issues to helpdesk engineers. They may also refer customers to other services should it require. Furthermore, a junior helpdesk technician must maintain records of all transactions, produce progress reports, and develop strategies to help the company build positive relationships with customers.
Junior help desk technician responsibilities
Here are examples of responsibilities from real junior help desk technician resumes:
- Manage remedy ticket queue to ensure tickets are being handle properly and resolve within SLA.
- Provide remote support for Citrix applications, VPN log-in portal, and RSA token authentication.
- Assist with VOIP deployments and configuration.
- Support VoIP, PPTP and IPSEC and Internet activity.
- Aid teammates to a better understanding of computer applications such as establishing a VPN connection.
- Used remote access tools to gain control of laptops on VPN to perform administrative tasks.
- Collect information for service requests using remedy.
- Evaluate network utilization and redesign the county wide-area network by replacing existing network infrastructure with network switches and installing network cabling.
- Maintain and support Linux prototype disks, including security updates, bug fixes, and feature enhancements.
- Utilize PowerPoint to perform presentation presenting new development for company growth.
- Evaluate network utilization and redesign the county wide-area network by replacing existing network infrastructure with network switches and installing network cabling.
Junior help desk technician skills and personality traits
We calculated that 11% of Junior Help Desk Technicians are proficient in Escalate, Help-Desk Support, and Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Junior Help Desk Technicians that have these skills listed on their resume here:
- Escalate, 11%
Escalate any problems that cannot be resolved to ACS Engineering if standard measures do not correct the situation.
- Help-Desk Support, 10%
Provided computer help-desk support and technical training on hardware/software to end users.
- Technical Support, 8%
Served as technical support for problem determination and resolution.
- PC, 5%
Assist Users with their misc PC programs and HR issues.
- Mac, 4%
Maintained system network for both buildings as well any networking issues with PCs or Mac's.
- Troubleshoot Issues, 4%
Used VNC to log into systems remotely to troubleshoot issues with outlook web, prescription issues, reset processes in windows.
Common skills that a junior help desk technician uses to do their job include "escalate," "help-desk support," and "technical support." You can find details on the most important junior help desk technician responsibilities below.
Customer-service skills. To carry out their duties, the most important skill for a junior help desk technician to have is customer-service skills. Their role and responsibilities require that "computer support specialists must be patient and sympathetic." Junior help desk technicians often use customer-service skills in their day-to-day job, as shown by this real resume: "demonstrated a positive approach to solving problems and a high desire to achieve and maintain excellence in customer support. "
Listening skills. Another essential skill to perform junior help desk technician duties is listening skills. Junior help desk technicians 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." Junior help desk technicians also use listening skills in their role according to a real resume snippet: "provided support for all hand held scanners used by delivery drivers and the pcs which they communicated the data to. "
Problem-solving skills. This is an important skill for junior help desk technicians to perform their duties. For an example of how junior help desk technician responsibilities depend on this skill, consider that "support workers must identify both simple and complex computer problems, analyze them, and solve them." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a junior help desk technician: "analyzed and resolved network and server connectivity issues, as well as responsible for supporting several oracle databases. ".
Speaking skills. A big part of what junior help desk technicians do relies on "speaking skills." You can see how essential it is to junior help desk technician responsibilities because "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Here's an example of how this skill is used from a resume that represents typical junior help desk technician tasks: "type and enter information into a database while the customer is speaking about technical issues. "
Writing skills. Another common skill required for junior help desk technician responsibilities is "writing skills." This skill comes up in the duties of junior help desk technicians all the time, 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." An excerpt from a real junior help desk technician resume shows how this skill is central to what a junior help desk technician does: "work with sql, modifying existing databases and writing scripts. "
The three companies that hire the most junior help desk technicians are:
- Chenega6 junior help desk technicians jobs
- Boeing4 junior help desk technicians jobs
- Harvard Maintenance3 junior help desk technicians jobs
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Compare different junior help desk technicians
Junior help desk technician vs. Technician support tier
A technician support tier focuses on providing technical support to clients or employees within a company. Typically working in a team setting, a technician support tier addresses technical problems and troubleshoots to identify the root of the issues and perform necessary corrective measures or repairs. Their responsibilities also revolve around responding to inquiries, answering calls and correspondence, conducting regular maintenance of systems and networks, maintaining records of all transactions, and supporting software and networks. Furthermore, it is essential to coordinate with all team members while adhering to the company's policies and regulations.
These skill sets are where the common ground ends though. The responsibilities of a junior help desk technician are more likely to require skills like "escalate," "pc," "mac," and "troubleshoot issues." On the other hand, a job as a technician support tier requires skills like "customer service," "phone calls," "cisco ios," and "tier ii." As you can see, what employees do in each career varies considerably.
Technician support tiers earn the highest salaries when working in the technology industry, with an average yearly salary of $62,098. On the other hand, junior help desk technicians are paid more in the utilities industry with an average salary of $71,596.On average, technician support tiers reach similar levels of education than junior help desk technicians. Technician support tiers are 0.7% less likely to earn a Master's Degree and 0.1% less likely to graduate with a Doctoral Degree.Junior help desk technician vs. Information technology/support technician
An information technology (IT) support technician is an individual who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members. IT support technicians are involved in inspecting and resolving minor local area network and wireless network issues, which include TCP/IP, DHCP, and VPN. They are also required to obtain an associate's degree in computer science or related field.
In addition to the difference in salary, there are some other key differences worth noting. For example, junior help desk technician responsibilities are more likely to require skills like "escalate," "technical support," "pc," and "troubleshoot issues." Meanwhile, an information technology/support technician has duties that require skills in areas such as "customer service," "troubleshoot," "phone calls," and "network printers." These differences highlight just how different the day-to-day in each role looks.
Information technology/support technicians may earn a lower salary than junior help desk technicians, but information technology/support technicians earn the most pay in the technology industry with an average salary of $53,210. On the other hand, junior help desk technicians receive higher pay in the utilities industry, where they earn an average salary of $71,596.Average education levels between the two professions vary. Information technology/support technicians tend to reach similar levels of education than junior help desk technicians. In fact, they're 1.3% more likely to graduate with a Master's Degree and 0.1% less likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for junior help desk technicians in the next 3-5 years?
Ming Chow
Associate Teaching Professor, Tufts University
References:
1. cybersecurity
2. cybersecurity
Junior help desk technician vs. Customer support technician
A customer support technician is responsible for resolving customer complaints with their network issues through remote communication, providing the customers with a step-by-step procedure to fix their systems. Customer support technicians assist the customers in setting up their programs and applications, guiding them with the instructional manuals, and responding to the inquiries and concerns they have. They also escalate high-level complaints to the immediate supervisor as needed while monitoring system solutions and creating technical tickets.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from junior help desk technician resumes include skills like "escalate," "pc," "troubleshoot issues," and "lan," whereas a customer support technician is more likely to list skills in "customer service," "sql," "customer inquiries," and "java. "
Customer support technicians earn the highest salary when working in the technology industry, where they receive an average salary of $50,042. Comparatively, junior help desk technicians have the highest earning potential in the utilities industry, with an average salary of $71,596.customer support technicians typically earn similar educational levels compared to junior help desk technicians. Specifically, they're 1.3% more likely to graduate with a Master's Degree, and 0.0% more likely to earn a Doctoral Degree.Junior help desk technician vs. Software support technician
A software support technician is responsible for resolving software application issues, diagnosing related system failures, and writing resolution reports for reference. Software support technicians must be highly-familiarized with the system's infrastructure and interface to immediately diagnose malfunctions and identify maintenance techniques to prevent the reoccurrence of downtimes and delays. They also assist the system engineers in the configuration and optimization of networks, including the installment of upgrades and patch updates. A software support technician must have excellent organizational and communication skills, especially in navigating computer tools and applications to create support tickets and fix the customers' issues efficiently.
Types of junior help desk technician
Updated January 8, 2025
