Help desk technician

A help desk technician is the first line of support for technology problems, handling incoming requests by phone, chat, email, or ticket. They diagnose and resolve common hardware, software, password, and access issues, walk users through fixes, document each case, and escalate anything beyond their scope to higher-tier support.

The role is fast-paced and people-facing, requiring patience, clear communication, and broad basic technical knowledge. Help desk technicians work across industries and at IT service providers.

It's one of the most common entry points into IT careers, suiting personable, calm problem-solvers who can handle a steady stream of users and build the experience to move up into specialized roles.