How to become a Service Desk Technician

Provides first- and second-level technical support to end users through phone, email, ticketing, remote, walk-up, and onsite channels. Diagnoses and resolves hardware, software, account, network, mobile-device, printing, and application issues while documenting incidents and escalating complex problems.

Top Skills Required

Hardware and software troubleshooting
Windows desktop support
Microsoft 365 and Office troubleshooting

Education & Certifications

Typical: High school diploma or equivalent; technical certifications such as CompTIA A+, ITIL Foundation, HDI Support Center Analyst, or Security+ are commonly preferred.

Alternative paths:

Associate degree in information technology, computer science, or a related field
Equivalent hands-on IT support experience
Military IT training or relevant government work-role qualification
Vendor or platform certifications