Work Description  

An IT Service Desk Technician is responsible for fielding incoming technical support communications and tickets, troubleshooting issues, communicating over the phone, email, chat, and resolving help inquiries. Upon completion of the IT Service Desk Technician Apprenticeship at Western Technical College, students will have the skills to diagnose and resolve both hardware and software issues, develop effective troubleshooting strategies, and gain an in-depth understanding of Service Desk operations. The program emphasizes developing a broad range of customer service skills, including effective oral and written communication with end users. Additionally, students will gain experience preparing and delivering end-user training, creating written and online manuals, FAQs, and performing day-to-day help desk duties in various environments. 

Program Outcomes  

1. Process incoming customer contact (call/ticket/chat) 
2. Triage the issue 
3. Communicate triage results with customer  
4. Solve the issue 
5. Escalate the issue  
6. Follow-up with issue  

Training  

• 1 year program  
• Total of 2000 hours on the job 
• 144 hours of paid related instruction  
• Related instruction offered on-line  
• Complete Transition to Trainer course in the final term  

Application Requirements  

• Must be at least 18 years of age 
• Entry requirements vary by employer 
• High school diploma or equivalent 
• Physically able to perform trade 

Application Process 

Students interested in an apprenticeship do not complete standard admissions with Western Technical College. 

Interested students/employers should contact the training representative listed below to start the apprentice/employer apprenticeship contract application.