What does a help desk administrator do?
Help desk administrator is responsible for handling activities related to system support for their company or organization. They are in charge of providing superb client experiences and working in resolving support issues in a professional and timely manner. One of their primary tasks includes providing login resets and passwords for end-users. In addition, they will also perform innovative systems and network repairs, as well as assist computer information responses as required. Moreover, they support complete equipment set-up, renewal, or termination of a user account, handle server, and domain account changes.
Help desk administrator responsibilities
Here are examples of responsibilities from real help desk administrator resumes:
- Create, deploy and manage VMWare virtual desktops as well as configured customize pools for specific operational needs.
- Manage the PC refresh program transferring all user data remotely and installing require software applications.
- Configure, establish and manage local area network (LAN) connectivity and remote access per customer configuration requirements.
- Administer DNS / DHCP servers, work with network administer to make sure the tables are updating correctly.
- Administer IP address allocation through DHCP management.
- Assist in the deployment of new POS applications and hardware.
- Advance knowledge of systems security practices and SAN storage systems.
- Assist with creating and diagnosing problems with print queues using DHCP.
- Deploy new and used machines with update OS's to comply with corporate policy.
- Experience troubleshooting computers, printers, copiers, scanners, fax machines, VOIP phones.
- Diagnose software and hardware errors to remedy and prevent users' current and future problems.
- Assist technicians working in the field with locating and ordering replacement POS hardware and software.
- Provide support for LAN and wireless network for end users in the office and remotely.
- Deploy and maintain: VOIP, Wi-Fi, firewalls, POS system, printers and registers.
- Recommend and implement the deployment of software and system update through Microsoft SCCM to save time.
Help desk administrator skills and personality traits
We calculated that 11% of Help Desk Administrators are proficient in Customer Service, Desk Support, and Troubleshoot. They’re also known for soft skills such as Analytical skills, Communication skills, and Multitasking skills.
We break down the percentage of Help Desk Administrators that have these skills listed on their resume here:
- Customer Service, 11%
Provide exceptional customer service and training; design/conduct detailed training programs and support end users as needed to ensure functionality.
- Desk Support, 7%
Addressed computer, printer, telephony, and network inquiries; responded and resolved problems as Tier II Desk Support.
- Troubleshoot, 6%
Configure, troubleshoot and repair desktop computers and associated devices in a networked environment.
- Technical Support, 5%
Conducted support staff training and process improvement to facilitate competent and effective utilization of technical support software system.
- Phone Calls, 4%
Answered telephone calls and responded to inquiries from end users regarding hardware, software, and network-related issues.
- Remote Desktop, 4%
Performed diagnostics and troubleshooting remotely on client workstations using Remote Desktop.
"customer service," "desk support," and "troubleshoot" are among the most common skills that help desk administrators use at work. You can find even more help desk administrator responsibilities below, including:
Analytical skills. One of the key soft skills for a help desk administrator to have is analytical skills. You can see how this relates to what help desk administrators do because "administrators need to evaluate networks and systems to make sure that they perform reliably and to anticipate new requirements as customers’ needs change." Additionally, a help desk administrator resume shows how help desk administrators use analytical skills: "provided analysis and customer support for human resources application for government posts throughout the world. "
Communication skills. Many help desk administrator duties rely on communication skills. "administrators must describe problems and their solutions to non-it workers.," so a help desk administrator will need this skill often in their role. This resume example is just one of many ways help desk administrator responsibilities rely on communication skills: "installed, configured and maintained dod approved communications software on government computers for classified and unclassified computer systems. "
Multitasking skills. help desk administrators are also known for multitasking skills, which are critical to their duties. You can see how this skill relates to help desk administrator responsibilities, because "administrators may have to work on many problems and tasks at the same time." A help desk administrator resume example shows how multitasking skills is used in the workplace: "trouble shoot issues for army personnel via emails and phone calls data entry excel word multitasking"
Problem-solving skills. For certain help desk administrator responsibilities to be completed, the job requires competence in "problem-solving skills." The day-to-day duties of a help desk administrator rely on this skill, as "administrators must quickly resolve problems that arise with computer networks." For example, this snippet was taken directly from a resume about how this skill applies to what help desk administrators do: "maintained current industry knowledge of development concepts, best practices and procedures for sharepoint (moss 2007) solutions. "
The three companies that hire the most help desk administrators are:
- TEKsystems12 help desk administrators jobs
- Peraton8 help desk administrators jobs
- Vencore4 help desk administrators jobs
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Compare different help desk administrators
Help desk administrator vs. Administrative technical support
Administrative technical support maintains every technical set-up used in a company. Their primary responsibility is to inspect a company's systems, evaluate for issues, and repair any problems immediately. Administrative technical support is typically on call at the start of the day and, when they are not responding to calls, they conduct regular check-ups on all company systems. They are also responsible for creating technical reports and offering recommendations for improvements.
While similarities exist, there are also some differences between help desk administrators and administrative technical support. For instance, help desk administrator responsibilities require skills such as "os," "help desk," "tcp ip," and "remedy." Whereas a administrative technical support is skilled in "data entry," "sql server," "system administration," and "firewall." This is part of what separates the two careers.
On average, administrative technical supports reach similar levels of education than help desk administrators. Administrative technical supports are 2.9% more likely to earn a Master's Degree and 0.0% more likely to graduate with a Doctoral Degree.Help desk administrator vs. Information technology administrator
An Information Technology (IT) administrator is an individual responsible for managing the day-to-day operation of an organization's IT systems and ensuring that the systems are running effectively. IT administrators must conduct consistent analyses of the computer system and install updates when needed. They are required to assess the organization's security programs and run the system for viruses and spyware. IT administrators also extend support to the organization's end-users and train them on desktop applications.
Each career also uses different skills, according to real help desk administrator resumes. While help desk administrator responsibilities can utilize skills like "phone calls," "email accounts," "help desk," and "remedy," information technology administrators use skills like "database," "switches," "pc," and "san."
Information technology administrators may earn a higher salary than help desk administrators, but information technology administrators earn the most pay in the finance industry with an average salary of $93,678. On the other hand, help desk administrators receive higher pay in the finance industry, where they earn an average salary of $56,503.In general, information technology administrators achieve similar levels of education than help desk administrators. They're 3.1% more likely to obtain a Master's Degree while being 0.0% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for help desk administrators in the next 3-5 years?
Ming Chow
Associate Teaching Professor, Tufts University
References:
1. cybersecurity
2. cybersecurity
Help desk administrator vs. Windows system administrator
A Windows System Administrator maintains the systems and servers of a Windows operating system. They evaluate and modify the system's performance.
The required skills of the two careers differ considerably. For example, help desk administrators are more likely to have skills like "customer service," "desk support," "phone calls," and "computer system." But a windows system administrator is more likely to have skills like "infrastructure," "powershell," "san," and "group policy."
Windows system administrators make a very good living in the finance industry with an average annual salary of $93,089. On the other hand, help desk administrators are paid the highest salary in the finance industry, with average annual pay of $56,503.When it comes to education, windows system administrators tend to earn higher degree levels compared to help desk administrators. In fact, they're 5.5% more likely to earn a Master's Degree, and 0.1% more likely to graduate with a Doctoral Degree.Help desk administrator vs. Assistant systems administrator
Assistant systems administrators are responsible for supporting a team with their day-to-day operations of a company's computer systems and networks. They perform varied tasks, including monitoring, maintaining, and testing internet performance, ensuring the availability of computer networks for all users, and troubleshooting system failures and computer hardware and software issues. Assistant systems administrators may conduct training and support other network users within the organization. Additional tasks also include monitoring and evaluating the efficiency of operations and preparing systems and software documentation.
Types of help desk administrator
Updated January 8, 2025
