IT PC Pro (Help Desk)
Discovering the World of IT Help Desk Skills
- 10-15 students per class
- 14 Weeks
- Monday-Thursday
- 3 hours a day
- All classes are in-person
- TestOut/CompTia after taking IT Fundamentals
- Prepare for CompTia Core A+ 1 and 2 Exam
Training is instructor-led by experts in their field at our education learning center
About this course
After completing the IT Fundamental class, you are ready to take your knowledge to the next level in information technology.
Topics Include
- Create, Resolve, and Close Helpdesk Tickets
- Troubleshoot a Malfunctioning Computer
- Create a Home Office Network
- Manage Mobile Devices
- Create Virtual Machines and Hard Disks
- Configure Remote Services
All students must take the CompTia A+ Certification Exam within 14 days of completing the training to graduate.
Everyone must take the IT Fundamentals Pro course or show proof they have taken the course before enrolling in this in-person vocational training program.
If you want to enroll in this vocational training course, please complete the “Course Interest Form.”
A place where you Upgrade Skills, Climb Higher, Get Hired
What is IT Help Desk?
The IT (Information Technology) Help Desk is a centralized resource designed to provide technical support and assistance to employees or customers facing issues with computer systems, software, or hardware. The goal is to resolve problems quickly and efficiently to ensure minimal disruption to work processes or service use. Depending on the organization, the IT Help Desk may offer support via various channels such as telephone, email, chat, or even in-person visits.
Typical Responsibilities
Troubleshooting: Help Desk agents diagnose and resolve technical issues, which may range from minor problems like password resets to more complex issues involving hardware and software malfunctions.
Knowledge Base: Agents often refer to or contribute to a knowledge base, which is a repository of articles, FAQs, and guides that offer solutions to common problems.
Ticket Management: Most IT Help Desks use a ticketing system to track the status of reported issues. This helps in assigning tasks to available technicians and provides a historical record of issues and resolutions.
Escalation: For problems that cannot be immediately resolved, the Help Desk may escalate the issue to specialized technical support teams or higher-level IT experts within the organization.
User Training: In some cases, the IT Help Desk may also be involved in training users on how to use new software or systems, and may even produce manuals or guidelines.
Software Updates and Installations: Depending on the level of access and control, Help Desk teams may remotely update or install software on user devices.
Hardware Support: While their focus is often on software and systems, many IT Help Desks also provide basic support for hardware issues like printer configurations, network connectivity, etc.
Customer Service: In addition to technical skills, IT Help Desk staff are trained in customer service to communicate effectively and maintain a high level of user satisfaction.
Organizations vary widely in the size and scope of their IT Help Desks. Smaller companies may have a single person or a small team handling all IT issues, while larger organizations may have multiple tiers or levels of support, each specializing in different types of problems or technology.
Training for IT Help Desk roles often includes a mix of formal education in information technology and on-the-job training. Certifications like CompTIA’s A+ or ITIL Foundation can also be beneficial for these roles.
