Help Desk Technician  

ASSOCIATE DEGREE IN OCCUPATIONAL TECHNOLOGY
CERTIFICATE IN HELP DESK

About the Career

People turn to Help Desk technicians when they need assistance with their computer or software. These professionals need to listen to the problem being described, take methodical steps to diagnose and solve the problem, yet  always be ready to change course as new facts become available. A Help Desk technician can be on the front lines, answering questions from customers for a software development firm, or behind the scenes, serving the employees of a large corporation.

Good people skills are essential, and strong writing skills are also a must. Technicians must document the interaction with users from the first contact to the resolution. In addition, they may perform a variety of tasks, such as installing and updating software, implementing file back ups, and other preventative maintenance. Help Desk technicians must continually update their knowledge and skills to be ready for the next call.

About the Program

The MTC Help Desk program provides hands-on teaching that strengthens and develops problem-solving and communications skills. Students work with computer professionals to identify challenges users face with desktop software. Students also learn the art of expertly guiding the user through the steps to resolve the problem.

In addition to classroom and laboratory training, students receive several hours of online experience as interns in a live Help Desk environment. The internships are the ideal proving ground, engaging the students with real-world customers struggling with real-life situations.