A help desk administrator provides technical support to people in a company or organization but might also supply support to customers outside the building. He or she troubleshoots and supports computers, servers and software and usually also maintains the company's local area network (LAN). If you want to become a help desk administrator, then you'll need to learn information technology skills through a university or vendor training program. You'll also need to gain relevant experience in customer support or computer repair and will need to have excellent communication and analytical skills to do the job effectively.
The educational requirements to become a help desk administrator are not definite, but most companies prefer that you have at least a high school diploma or technical school education. The help desk is typically an entry-level role, so those who want to move into network administration or system design will benefit from a college education in information technology, management information systems or computer science. Many employers prefer that you have relevant technical certifications for computer and network support, and some college degree programs prepare you for these certifications. Self study is a common method for preparing for certification exams, because many books and online training courses are available.
It is possible that you'll need to gain some experience in technical support before you become a help desk administrator. Some companies like to see a few years of experience in computer repair or customer support and might prefer candidates with a few years of working with productivity software. A good way to gain experience in computer support is to apply for internships during college or to volunteer at a school or business. If neither of these options is feasible, some people find it useful to offer their services to friends and family members to get experience.
In addition to troubleshooting and technical skills, being able to communicate effectively is important for the role. This is especially important in organizations that use remote support, because this means you'll be spending a good deal of time on the telephone with users. It can become difficult to troubleshoot and fix a problem remotely, so you will need to learn how to make the most out of each conversation and how to gather the most important information you need for solving the problem. You'll also need to act in a professional manner to become a help desk administrator who does his or her job well.
