3028 | IT Help Desk Support Technician
In as few as six months, you can earn a College Credit Certificate (CCC) as an IT Help Desk Support Technician at South Florida State College.
IT Help Desk Support Technicians provide technical help to nontechnical computer users by responding to phone and email requests for help. They usually help users remotely, but they also may make site visits so that they can solve a problem in person.
IT Help Desk Support Technicians tackle a range of problems. Some technicians work for large software companies or for support service firms and give instructions to customers on how to use business-specific programs, such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems. Other IT Help Desk Support Technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products, such as a Wi-Fi router.
IT Help Desk Support Technicians typically do the following:
- Listen to customers’ descriptions of their computer problems
- Ask customers questions to properly diagnose the problem
- Walk customers through the recommended problem-solving steps
- Set up or repair computer equipment and related devices
- Train users to work with new computer hardware or software, such as printers, word processing software, and email
- Provide other team members and managers in the organization with information about what gives customers the most trouble and other concerns customers have
Career Outlook and Salary Information
Employment of IT Help Desk Support Technicians is projected to grow 12 percent from 2014 to 2024. More support services will be needed as organizations upgrade their computer equipment and software. Computer support staff will be needed to respond to the installation and repair requirements of increasingly complex computer equipment and software. Employment growth may also come from increasing demand for IT support services from the health care industry. This field is expected to increase its use of IT, and support services will be crucial to keep everything running properly. There are usually clear advancement possibilities for computer support specialists, creating new job openings.
The median annual wage for computer user support specialists was $48,620 in May 2015, according to the Bureau of Labor Statistics. The lowest 10 percent earned less than $28,990, and the highest 10 percent earned more than $81,260. However, when considering salary, it is always important to remember several factors go into determining salary. The amount of experience and time in the field working as a specialist, as well as the type of work one is doing and the geographic location are all important factors. Having certifications can help as well when it comes to negotiating for a larger salary.
The college credits earned in this program are transferrable and may be applied to SFSC’s Associate in Science degree (AS) in Network Systems Technology. The AS in Network Systems Technology degree provides eligibility for entry to SFSC’s Bachelor of Applied Science Degree program in Supervision and Management (BAS-SM).
This program was funded in whole by a $10 million Trade Adjustment Assistance Community College and Career Training (TAACCT) grant awarded by the U.S. Department of Labor’s Employment and Training Administration.
The IT Help Desk Support program is endorsed by FBI Infragard, the National Initiative for Cybersecurity Careers and Studies, and U.S. Department of Homeland Security. South Florida State College is recognized as a CompTIA Authorized Academy Partner.