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Help Desk

Help Desk Technician

Working at a help desk is a fantastic first step into an IT career because it offers the opportunity to
learn all aspects of a company’s technical infrastructure. Help Desk Technicians play an essential
role for their companies, supporting internal and external customers to resolve any technical
issues they encounter. This is an especially rewarding role for people who are interested in
technology and thrive on customer service.

 

The demand for help desk professionals across the United States has been steadily increasing
over the past ten years, driven by an increased reliance on technology and a recognition that
excellent help desk support is a vital part of customer experience and brand reputation.
Apprenticeship programs are a great way for companies to attract new, diverse talent into the
organization, and identify current employees who have the potential to be help desk superstars.

  • EMPLOYER?

    Need a new way to build your tech talent pool?
    Let's talk about apprenticeships.

    CONTACT US

  • JOB SEEKER?

    Ready to start your new career in tech?
    Check out our Pre-Apprenticeships.

    APPLY

FAST FACTS

  • 574,050

    Unique Job Postings

  • 107,420

    Employees Retiring Soon

  • 55,285

    Employers Competing for these roles

  • $49,774

    Median Compensation

  • 38%

    Growth in vacancies in past 10 years

Source: Lightcast Computer User Support Specialist, Occupation Data, Jan - Dec 2021.

Is a Help Desk Apprenticeship right for your company?

  • Your company regularly recruits for help desk vacancies

  • Your company is dedicated to diversity, equity and inclusion

  • You are ready for a long-term solution to build your own help desk talent pool

Success Stories

APPRENTICES EMPLOYER

DAHIR J.

"MY FRANKLIN APPRENTICESHIP CHANGED MY LIFE."

VIEW MORE

NATALIE WELDON, EVOLVE IP

“Our apprentices exceed all our expectations.”

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  • Help Desk Technician
    Pre-Apprenticeship

    PREREQUISITES

    • High School Diploma or equivalent
    • Over 18 years old
    • Legal to work in the United States
    • Match to Help Desk Technician in our Career Fit Assessment – click here to get started.

    SUPPORT

    Our Pre-Apprenticeships offer guided learning, which means pre-apprentices go at their own pace, and receive support via an exclusive Slack messaging channel and group coaching with Franklin Professional Success Coaches.

    LEARNING OUTCOMES

    Help Desk Pre-Apprentices work through an 80-hour, four-course Pre-Apprenticeship in preparation for an apprenticeship or entry-level role in IT Support. They learn IT support fundamentals, enterprise design thinking, as well as professional and interpersonal skills that align with the needs of employers.

    TECHNICAL SKILLS

    • 0-3 MONTHS

      • Supporting maintenance of wired & wireless network
      • Communications in a professional environment

    CERTIFICATIONS

  • Help Desk Technician Apprenticeship

    After completing Franklin’s Help Desk Technician Pre-Apprenticeship, candidates then become qualified for a Help Desk Technician Apprenticeship with Franklin’s employers, for in-person and virtual positions nationwide.

    LEARN MORE

    PREREQUISITES

    • High school diploma or equivalent
    • Over 18 years old
    • Legally permitted to work in the United States
    • Completion of the Help Desk Pre-Apprenticeship

    SUPPORT

    All Franklin Apprentices receive 1:1 support from a Professional Success Coach. Throughout their apprenticeship, apprentices can access their Coaches via virtual weekly meetings and email.

    LEARNING OUTCOMES

    TECHNICAL

    • 0-6 months

      • Supporting the maintenance and security of wired and wireless networks
      • Providing technical customer support for cloud services and networked IT systems

    • 7-12 months

      • Understanding the fundamentals of data and how it is used
      • Analyzing problems and proposing solutions
      • Coaching and training internal and external clients in various products

    Professional Skills

    • Problem Solving
    • Time Management
    • Conflict resolution
    • Effective communication
    • Leadership
    • Career and development planning

    DIGITAL CREDENTIALS

  • Network Engineer
    Pre-Apprenticeship

    The Network Engineer Pre-Apprenticeship program is an eight-week live classroom series that introduces new IT professionals to the intricacies of networking concepts, network infrastructure, network operations network security, and network troubleshooting. Pre-Apprentices are introduced to various components of IT networks that range from operation policies and procedures, migration techniques, and network topology. The Pre-Apprenticeship prepares individuals for an entry-level Network Engineering role and can lead to a full-time apprenticeship opportunity.

    PRE-REQUISITES

    • High school diploma or equivalent
    • Over 18 years old
    • Legally permitted to work in the United States
    • Match to Network Engineering in the Career Fit Assessment

    SUPPORT

    In addition to group instruction, Pre-Apprentices have access to an exclusive Slack messaging channel and group coaching with Franklin Professional Success Coaches.

    LEARNING OUTCOMES

    The Network Engineer Pre-Apprenticeship program is an eight-week live classroom series that introduces new IT professionals to the intricacies of networking concepts, network infrastructure, network operations network security, and network troubleshooting. Learners have been introduced to various components of IT networks that range from operation policies and procedures, migration techniques, and network topologies.

    DIGITAL CREDENTIALS

  • Network Engineering Apprenticeship

    After completing the Network Engineering Pre-Apprenticeship, candidates then become qualified to interview for Network Engineering Apprenticeships with Franklin’s employers for in-person and virtual positions nationwide.

    LEARN MORE

    PRE-REQUISITES

    • High school diploma or equivalent
    • Over 18 years old
    • Legally permitted to work in the United States
    • Completion of Franklin’s Network Engineering Pre-Apprenticeship

    SUPPORT

    Apprentices receive one-on-one weekly support from Franklin Success Coaches who collaborate with apprentices' managers and mentors monthly to ensure timely progress and success, in addition to Slack channel communications.

    LEARNING OUTCOMES

    The Network Engineering Apprenticeship typically lasts about 12 months. Apprentices add value from the first day and become more productive every day as they learn on the job.

    TECHNICAL AND PROFESSIONAL SKILLS

    • Months 1-6

      • Design, install, maintain and support communication networks for internal and external clients.
      • Give technical advice and guidance on network configuration, cloud, network administration and monitoring tools.
      • Install and perform the initial configuration of core services of a Windows Server.

    • Months 6-9

      • Install and configure systems to secure applications, networks, and devices.
      • Perform threat analysis and respond with appropriate mitigation techniques.

    • Months 10-12

      • Manage and maintain the core infrastructure required for a Windows Server environment

    • PROFESSIONAL SKILLS

      • Leadership
      • Time management
      • Conflict resolution
      • Effective communication
      • Problem-solving
      • Career planning

    DIGITAL CREDENTIALS

  • Software Engineer
    Pre-Apprenticeship

    Franklin Apprenticeship’s Software Engineer Pre-Apprenticeship program is an online, self-paced learning environment for individuals to discover if this is the right career path for them. The Pre-Apprenticeship prepares candidates for an entry-level software engineering role and can lead to a full-time apprenticeship opportunity.

    LEARN MORE

    PRE-REQUISITES

    • High school diploma or equivalent
    • Over 18 years old
    • Legally permitted to work in the United States
    • Match to Software Engineering in our Career Fit Assessment

    SUPPORT

    Franklin pre-apprenticeships offer online, guided learning, which allows pre-apprentices to learn at their own pace. They receive support via an exclusive Slack messaging channel and group coaching with Franklin Professional Success Coaches.

    SOFTWARE ENGINEER PRE-APPRENTICESHIP LEARNING OUTCOMES

    The Software Engineering Pre-Apprenticeship consists of 87 hours of technical foundational training and 8 hours of professional skills development, including resume and interview preparation.

    DIGITAL CREDENTIALS

  • Software Engineer Apprenticeship

    After completing the Software Engineering Pre-Apprenticeship, candidates then become qualified for a Software Engineering Apprenticeship with Franklin’s employers, for in-person and virtual positions nationwide.

    LEARN MORE

    PRE-REQUISITES

    • High school diploma or equivalent
    • Over 18 years old
    • Legally permitted to work in the United States
    • Completion of Franklin Apprenticeship's Software Engineering Pre-Apprenticeship program

    SUPPORT

    Apprentices receive one-on-one weekly support from Franklin Success Coaches who collaborate with apprentices' managers and mentors monthly to ensure timely progress and success, in addition to Slack channel communications.

    LEARNING OUTCOMES

    The Software Engineering Apprenticeship typically lasts about 12 months. Apprentices add value from the first day and become more productive every day as they learn on the job.

    TECHNICAL AND PROFESSIONAL SKILLS

    • 1-6 MONTHS

      • Apply agile principles and practices and social coding
      • Implement design thinking in a development environment
      • Build and test quality code, at scale, using proficiency in languages like Java, Python, NodeJS, or JavaScript

    • 7-12 MONTHS

      • Provide support via continuous integration, continuous delivery, decoupling, DevOps automation, cloud computing
      • Design, publish, and manage APIs; migrate data to cloud
      • Understand strengths and weaknesses of Linux, Mobile, IoT and other platforms

    • PROFESSIONAL SKILLS

      • Leadership
      • Time management
      • Conflict resolution
      • Effective communication
      • Problem-solving
      • Career planning

    DIGITAL CREDENTIALS

  • IBM Z
    Pre-Apprenticeship

    The IBM Z Pre-Apprenticeship program provides an online, self-paced learning environment for individuals to discover if this is the right career path for them. This program prepares individuals for an entry-level career on IBM z/OS, and can lead to a full-time apprenticeship opportunity with an IBM enterprise computing client.

    LEARN MORE

    PRE-REQUISITES

    • High school diploma or equivalent
    • Over 18 years old
    • Legally permitted to work in the United States
    • Match to IBM Z in the Career Fit Assessment

    SUPPORT

    Pre-Apprenticeships offer guided learning, which allows pre-apprentices learn virtually and at their own pace. They receive support via an exclusive Slack messaging channel and group coaching with Franklin Professional Success Coaches. They also have access to IBM Subject Matter Experts.

    IBM Z LEARNING OUTCOMES

    The IBM Z Pre-Apprenticeship consists of 105 hours of technical foundational training, professional skills development, including resume and interview preparation. This intensive four-course program focuses on computer science basics, IBM Z Xplore, z/OS commands, and system programming in preparation for an IBM Z apprenticeship program. IBM Z Pre-Apprenticeship graduates have satisfied multiple skill sets in Z Xplore concepts, professional skills, and enterprise design thinking.

    DIGITAL CREDENTIALS

  • IBM Z Mainframe Systems Administrator

    After completing the IBM Z Pre-Apprenticeship, candidates qualify to interview with IBM’s employer clients for in-person and virtual apprenticeship positions nationwide. The IBM Z Mainframe System Administrator Apprenticeship is a structured, on-the-job learning program that supports individuals to become fully qualified within one year.

    Graduates have demonstrated their ability to maintain system software and products running on a Mainframe as well as perform day-to-day operations of the environment.

    LEARN MORE

    PRE-REQUISITES

    • High school diploma or equivalent
    • Over 18 years old
    • Legally permitted to work in the United States
    • Completion of the IBM Z Pre-Apprenticeship

    SUPPORT

    Apprentices receive one-on-one weekly support from Franklin Professional Success Coaches throughout their entire program. Success Coaches collaborate with apprentices' managers and mentors monthly to ensure timely progress and success. IBM Subject Matter Experts are also available to apprentices during the program.

    LEARNING OUTCOMES

    Technical & Professional Skills

    • TECHNICAL SKILLS

      • Acquired foundational knowledge and skills in computer science and programming within Mainframe systems.
      • Successful completion of z/OS boot camp, z/OS Facilities, z/OS Systems Services, and SMPE for z/OS classes with labs
      • Successful completion of DB2 fundamentals; REXX and JCL fundamentals; and Introduction to Computer Science course
      • Application of everything from Agile to Zowe (including IMS, CICS, and RCA) for mainframe systems administrators

    • PROFESSIONAL SKILLS

      • Leadership
      • Time management
      • Conflict resolution
      • Effective communication
      • Problem-solving
      • Career planning

    DIGITAL CREDENTIALS

  • Cybersecurity
    Pre-Apprenticeship

    Franklin Apprenticeship’s Cybersecurity Pre-Apprenticeship program provides an online, self-paced learning environment for individuals to discover if this is the right career path for them. The Pre-Apprenticeship prepares individuals for an entry-level career in tech and can lead to a full-time apprenticeship opportunity.

    LEARN MORE

    PRE-REQUISITES

    • High School Diploma or equivalent
    • Over 18 years old
    • Legal to work in the United States
    • Match to Cybersecurity in our Career Fit Assessment

    SUPPORT

    Our pre-apprenticeships offer guided learning, which means pre-apprentices learn at their own pace and receive support via an exclusive Slack messaging channel and group coaching with Franklin Professional Success Coaches.

    LEARNING OUTCOMES

    Cybersecurity Pre-Apprentices complete an intensive 90+ hour foundational cybersecurity course to prepare them to be successful in a cybersecurity apprenticeship or entry-level cybersecurity role. They have developed foundational competencies in cybersecurity operating systems security, compliance frameworks, database vulnerabilities, and the basics of Agile methodologies. They have also developed professional skills including communications, problem-solving and critical thinking.

    DIGITAL CREDENTIALS

  • Cybersecurity Apprenticeship

    After completing the Cybersecurity Pre-Apprenticeship, candidates then become qualified for a Cybersecurity Apprenticeship with Franklin’s employers, for in-person and virtual positions nationwide. The Cybersecurity Apprenticeship typically lasts 18 months.

    LEARN MORE

    PRE-REQUISITES

    • High School Diploma or equivalent
    • Over 18 years old
    • Legal to work in the United States
    • Completion of Franklin's Cybersecurity Pre-Apprenticeship

    SUPPORT

    Apprentices receive one-on-one weekly support from Franklin Professional Success Coaches throughout their entire program. Success Coaches collaborate with apprentices' managers and mentors monthly to ensure timely progress and success. Subject Matter Experts are also available to apprentices during the program.

    LEARNING OUTCOMES

    TECHNICAL AND PROFESSIONAL SKILLS

    • Months 1-6

      • Demonstrate knowledge of security best practices, organizational offerings, and Security Fundamentals.
      • Secure or harden devices in accordance with provided guidance or regulations.
      • Conduct network intrusion and wireless instruction detection.

    • Months 7-12

      • Perform Security Activity Monitoring and initiate incident response processes.
      • Maintain and troubleshoot applications.
      • Perform scans of databases, web applications, antivirus and other applications.

    • PROFESSIONAL SKILLS

      • Leadership
      • Time management
      • Conflict resolution
      • Effective communication
      • Problem-solving
      • Career planning

    DIGITAL CREDENTIALS

  • IBM Z Application Developer

    After completing the IBM Z Pre-Apprenticeship, candidates are qualified to interview for IBM Z Application Developer Apprenticeships with Franklin employers nationwide. Application Developer Apprenticeship graduates possess a solid knowledge of agile practices, software engineering fundamentals, DevOps, and cloud computing platforms, services, and solutions.

    LEARN MORE

    PRE-REQUISITES

    • High school diploma or equivalent
    • Over 18 years old
    • Legally permitted to work in the United States
    • Completion of the Help Desk Pre-Apprenticeship

    SUPPORT

    Apprentices receive one-on-one weekly support from Franklin Professional Success Coaches throughout their entire program. Success Coaches collaborate with apprentices' managers and mentors monthly to ensure timely progress and success. IBM Subject Matter Experts are also available to apprentices during the program.

    LEARNING OUTCOMES

    Technical and Professional Skills

    • TECHNICAL SKILLS

      • Foundational knowledge and skills in social coding, programming fundamentals, software design, enterprise development, testing, and support
      • Experience with tools including GitHub, Ansible, and Jenkins
      • Knowledge of Mainframe terminology and concepts, hierarchical and relationship DB2
      • Understanding of everything from Agile to Zowe (including IMS, CICS, and RCA) for application developers

    • PROFESSIONAL SKILLS

      • Leadership
      • Time management
      • Conflict resolution
      • Effective communication
      • Problem-solving
      • Career planning

    Digital Credentials

Career Path

  • HELP DESK TECHNICIAN

  • NETWORK OPERATIONS
    CENTER ADMIN

  • NETWORK ENGINEER

  • CYBERSECURITY

Source: Lightcast Computer User Support Specialist, Occupation Data, Jan - Dec 2021.

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