TECHNOLOGY CAREERS

Start Your IT Career at the Help Desk

Whether you’re a recent college graduate, an entry-level professional or transitioning from another profession, it’s often challenging to figure out how to break into the IT field.

Quite frequently, rewarding IT careers can start at the help desk. The support field is booming as companies continue to expand their operations and invest in technology to fuel this growth. In addition, the release of new systems and products rarely slows — the new Windows Vista and accompanying Office updates are good examples — meaning there’s a steady need for specialists to help end users troubleshoot the applications and hardware they rely on.

Early in your career, there’s no substitute for broad-based, on-the-job experience. You can gain such exposure on the help desk, a position that makes an ideal first job for the following reasons:

You’ll develop your hard skills. Help desk technicians work with nearly every system a company uses or sells. That includes operating systems, applications, networks, the Internet, hardware and peripherals. In this role, you can gain in-depth, real-world knowledge of these technologies, an especially valuable commodity for workers with little or no on-the-job experience. This wide-ranging exposure allows you to not only build your hard skills but also determine which technologies you’re most passionate about.

You’ll develop your soft skills. There’s no doubt well-developed technical skills are essential for any IT professional, but that doesn’t mean they’re all you need to build a successful career. Ever try to walk a frustrated non-technical user through a complex technical problem? Your knowledge of the application alone won’t get the job done. Increasingly, managers are looking for employees who also have strong interpersonal skills, such as communication, problem-solving and leadership abilities. These soft skills can be developed on the help desk. Think about it: Performing step-by-step troubleshooting of a desktop configuration with someone who doesn’t know the system very well can help to build your communication skills. And keeping your cool when helping stressed callers resolve their issues can improve your tact and diplomacy. 

There’s advancement potential. Perhaps the best part about a help desk role is that it’s often possible to leverage the skills and experience gained to secure a higher-level position. Many network, web and e-mail administrators, for example, got their starts on the help desk. In addition, advancement opportunities exist within the help desk itself. In large companies, Tier 2 and Tier 3 professionals are needed to supervise, train and assist newer help desk technicians. Another potential career path is to pursue a position as a help desk manager. According to the 2007 Robert Half Technology Salary Guide, the national average starting salary range for help desk managers is $62,500 to $88,250.

Unlike most areas of IT that call for extremely specialized knowledge, the help desk requires professionals to be familiar with a large number of technologies. And while you may be looking for a job that has the highest pay or is in the greatest demand, in the early stages of your career, what’s most important is to prepare yourself for the broadest possible range of options. The help desk can be a great place to start charting your course.

Robert Half Technology is a leading provider of IT professionals for initiatives ranging from web development and multiplatform systems integration to network security and technical support. The company has more than 100 locations worldwide. Search for jobs now or learn more at www.rht.com.