ENTRY LEVEL HELP DESK

Entry Level Help Desk Job Description

The training through this track will prepare participants to communicate with various types of customers and help them identify the issues they face with their PC or applications. Learning objectives will include how to handle conflict, qualify and isolate issues and remediate the issues either through resolving them yourself or escalating the issue to another team within the IT organization.

The best help desk employees are generally the ones that can communicate effectively and explain how the customers’ needs are being met and make the customer feel like they are getting the service they desire

Starting Pay

$35,000 to $40,000 annual salary

Prerequisites

  • High school degree or GED equivalent
  • No IT experience required

Core Fundamentals

  1. Communication
    1. Soft Skills are without a doubt the most important part of our program. These skills provide our participants with valuable tools for both their career and personal life
    2. Some of our key components are:
      1. Professionalism- which is taught through lots of modeling and role-playing
      2. Verbal communication- using corporate vernacular and meetings
      3. Written communication- in the form of emails, proposals and presentations
      4. Conflict resolution and interpersonal skills taught through lots of recreations of real life scenarios
      5. Workplace awareness and EQ
      6. Customer service driven communication
  2. Organization Skills
    1. Taking work requests and organizing them into the appropriate physical paperwork, filing and sorting
    2. Learning to organize high volume emails, virtual file folders, cloud storage and naming conventions
  3. Budgeting
    1. Building awareness of spending habits
    2. Setting financial goals
    3. Learning to live under ones means
    4. Utilizing tools to track spending to match goals
  4. Credit Awareness and Planning
    1. Learning what credit scores mean and how they impact financials
    2. How to improve credit
    3. How to manage credit
    4. Tools
  5. Basic PC/Networking Skills
    1. Learn basic PC functionality
    2. Learn how to troubleshoot basic issues with PCs
    3. Learn how networks work and why they are needed for companies
    4. Learn how to utilize shared resources like file and print servers
  6. Core Microsoft Suite
    1. Microsoft Word
    2. Microsoft Excel
    3. Microsoft Powerpoint
    4. Microsoft Outlook
    5. Microsoft Sharepoint
    6. Microsoft Windows 7 and Windows 10
    7. Office 365
  7. Information Literacy
    1. How to do internet research on common items assigned to many corporate jobs
    2. Learn how to validate information found on various sources and put them together in a comprehensive presentation
  8. Skills Assessment
    1. After completing the core fundamentals, participants test their skills and analyze their standing and foster interest. This process helps attest to a participants strong suite and hone in on that. On completion of program, participants skills and interests are aligned with opportunity

Entry Level Help Desk Program Objectives

  • Superior Customer Service Skills
  • Ticketing Systems
  • Service Level Agreements
  • Network Management Systems (NMS)
  • Contact Center Systems and Phone Systems
  • Triage and Escalation Processes to get the right team involved

Have questions? Interested in joining the Entry Level Help Desk Program?

Complete the form to get more information on starting a new career in the IT industry.

We will have one of our team members reach out to you with more information on signing up and getting started.

FAQ

What does your no cost career training include?

Our Core Fundamentals + Career Tracks require a 2-3 month time commitment on a part-time basis with a minimum amount of 15 hours per week. 

We meet our participants where they are at by providing flexible scheduling and training options. A portion of the training can be conducted at home but the majority of the training is done onsite with our experts to provide participants with in-class support, aiding to build their soft skills.

With open classroom hours from 8 a.m. to 8 p.m. Monday through Friday— we give our participants flexibility to train in the evenings or a combination of day time and evening. The training is entirely self-paced based on each individual's needs. Each student also has the ability to expedite their training by completing the material anytime that works for them remotely.

How long is the program?

Our Core Fundamentals + Career Tracks require a 2-3 month time commitment on a part-time basis with a minimum amount of 15 hours per week.

Do I need to have prior experience in IT to start the program?

There is no prior IT (Information Technology) experience needed for our Entry Level Help Desk career track. 

The Network Operations Technician career track requires 1+ years of IT experience. 

The Network Analyst career track requires 2+ years of IT experience. 

Will I get a job in IT after the program?

Our participants can either work through our self-marketing program to learn the tricks of the trade or through one of our local partnerships' staffing agencies to get into a career in information technology.

We align interviews for each participant so that they get the opportunity to build their own brand and develop a sense of confidence in the process. Participants will work with dedicated trainers who deliver the material, mentors who advise both personally and professionally, and account managers who market their skills to obtain employment.

Our goal— to combine the best elements of a Non Profit + Technology School + Staffing Agency so that we can effectively train, place and support our participants in the career that they choose.