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A help desk analyst is a customer service agent, helping customers with technical IT problems they can not resolve on their own. They support clients over the phone, via email, live chat, or remote-controlled screen sharing. The role of a help desk analyst is divided into tiers, and they escalate issues from one tier to the next, based on the complexity of the problem.

A good help desk analyst is rare. To be able to hold the position, the first thing you need, of course, is computer literacy. Apparently, being good at small talk is a big plus as well. Empathy and not pretending to be more knowledgeable than you actually are also goes a long way, but this kind of applies to any human interaction.

So to sum it up, help desk analysts need to be good at being human. This is a position with a high turnover because, well, being human is exhausting. Plus, there is a good chance that if you do well on the job, you will be able to move on to a better position fairly soon.

There is more than meets the eye when it comes to being a help desk analyst. For example, did you know that they make an average of $18.07 an hour? That's $37,578 a year!

Between 2018 and 2028, the career is expected to grow 10% and produce 83,100 job opportunities across the U.S.

What Does a Help Desk Analyst Do

There are certain skills that many help desk analysts have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed customer-service skills, listening skills and problem-solving skills.

Learn more about what a Help Desk Analyst does

How To Become a Help Desk Analyst

If you're interested in becoming a help desk analyst, one of the first things to consider is how much education you need. We've determined that 49.6% of help desk analysts have a bachelor's degree. In terms of higher education levels, we found that 4.1% of help desk analysts have master's degrees. Even though most help desk analysts have a college degree, it's possible to become one with only a high school degree or GED.

Choosing the right major is always an important step when researching how to become a help desk analyst. When we researched the most common majors for a help desk analyst, we found that they most commonly earn bachelor's degree degrees or associate degree degrees. Other degrees that we often see on help desk analyst resumes include high school diploma degrees or diploma degrees.

You may find that experience in other jobs will help you become a help desk analyst. In fact, many help desk analyst jobs require experience in a role such as technical support specialist. Meanwhile, many help desk analysts also have previous career experience in roles such as customer service representative or computer technician.

Help Desk Analyst Career Paths

Average Salary for a Help Desk Analyst

Help Desk Analysts in America make an average salary of $37,578 per year or $18 per hour. The top 10 percent makes over $49,000 per year, while the bottom 10 percent under $28,000 per year.
Average Help Desk Analyst Salary
$37,578 Yearly
$18.07 hourly
$28,000
10 %
$37,000
Median
$49,000
90 %

What Am I Worth?

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Help Desk Analyst Education

Help Desk Analyst Majors

14.7 %

Help Desk Analyst Degrees

Bachelors

49.6 %

Associate

33.1 %

High School Diploma

6.2 %

Top Colleges for Help Desk Analysts

1. Stanford University

Stanford, CA • Private

In-State Tuition
$51,354
Enrollment
7,083

2. University of Pennsylvania

Philadelphia, PA • Private

In-State Tuition
$55,584
Enrollment
10,764

3. Northwestern University

Evanston, IL • Private

In-State Tuition
$54,568
Enrollment
8,451

4. University of Southern California

Los Angeles, CA • Private

In-State Tuition
$56,225
Enrollment
19,548

5. California State University - Bakersfield

Bakersfield, CA • Private

In-State Tuition
$7,309
Enrollment
9,142

6. SUNY at Binghamton

Vestal, NY • Private

In-State Tuition
$9,808
Enrollment
13,990

7. San Diego State University

San Diego, CA • Private

In-State Tuition
$7,488
Enrollment
30,018

8. Boston University

Boston, MA • Private

In-State Tuition
$53,948
Enrollment
17,238

9. New York University

New York, NY • Private

In-State Tuition
$51,828
Enrollment
26,339

10. Worcester Polytechnic Institute

Worcester, MA • Private

In-State Tuition
$50,530
Enrollment
4,571

Top Skills For a Help Desk Analyst

The skills section on your resume can be almost as important as the experience section, so you want it to be an accurate portrayal of what you can do. Luckily, we've found all of the skills you'll need so even if you don't have these skills yet, you know what you need to work on. Out of all the resumes we looked through, 11.3% of help desk analysts listed email on their resume, but soft skills such as customer-service skills and listening skills are important as well.

Choose From 10+ Customizable Help Desk Analyst Resume templates

Zippia allows you to choose from different easy-to-use Help Desk Analyst templates, and provides you with expert advice. Using the templates, you can rest assured that the structure and format of your Help Desk Analyst resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

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Help Desk Analyst Demographics

Help Desk Analyst Gender Distribution

Male
Male
72%
Female
Female
28%

After extensive research and analysis, Zippia's data science team found that:

  • Among help desk analysts, 28.2% of them are women, while 71.8% are men.

  • The most common race/ethnicity among help desk analysts is White, which makes up 59.5% of all help desk analysts.

  • The most common foreign language among help desk analysts is Spanish at 54.0%.

Online Courses For Help Desk Analyst That You May Like

Advertising Disclosure  The courses listed below are affiliate links. This means if you click on the link and purchase the course, we may receive a commission.
Help Desk Analyst
udemy
4.3
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Boost your career with this course, pass the e-Learning course, and achieve your Help Desk Analyst certificate...

IT Help Desk for Beginners
udemy
4.7
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The essentials to become an IT Help Desk Technician...

ComputerCavalry: IT Help Desk Training for IT Professionals!
udemy
4.8
(308)

Help Desk Training for IT Professionals is a 10 lecture course that provides valuable work experience to beginners in IT...

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Best States For a Help Desk Analyst

Some places are better than others when it comes to starting a career as a help desk analyst. The best states for people in this position are California, Alaska, Washington, and Oregon. Help desk analysts make the most in California with an average salary of $47,474. Whereas in Alaska and Washington, they would average $46,568 and $45,343, respectively. While help desk analysts would only make an average of $44,817 in Oregon, you would still make more there than in the rest of the country. We determined these as the best states based on job availability and pay. By finding the median salary, cost of living, and using the Bureau of Labor Statistics' Location Quotient, we narrowed down our list of states to these four.

1. Alaska

Total Help Desk Analyst Jobs:
144
Highest 10% Earn:
$53,000
Location Quotient:
1.44 Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here

2. California

Total Help Desk Analyst Jobs:
3,646
Highest 10% Earn:
$64,000
Location Quotient:
1.04 Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here

3. Montana

Total Help Desk Analyst Jobs:
227
Highest 10% Earn:
$50,000
Location Quotient:
1.64 Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here
Full List Of Best States For Help Desk Analysts

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Top Help Desk Analyst Employers

We've made finding a great employer to work for easy by doing the hard work for you. We looked into employers that employ help desk analysts and discovered their number of help desk analyst opportunities and average salary. Through our research, we concluded that Robert Half was the best, especially with an average salary of $37,614. IBM follows up with an average salary of $61,237, and then comes TEKsystems with an average of $37,488. In addition, we know most people would rather work from home. So instead of having to change careers, we identified the best employers for remote work as a help desk analyst. The employers include McGuireWoods, Belk, and Meijer

Most Common Employers For Help Desk Analyst

Rank  Company  Average Salary  Hourly Rate  Job Openings  
1Citi$65,183$31.3463
2Dell$63,828$30.69108
3IBM$61,237$29.44254
4NCR$46,746$22.47159
5Unisys$46,146$22.19165
6Bank of America$46,045$22.1498
7JPMorgan Chase & Co.$41,564$19.9895
8DXC Technology$41,194$19.80178
9AT&T$40,530$19.4984
10Lockheed Martin$38,555$18.5472

Becoming a Help Desk Analyst FAQs

How long does it take to become a Help Desk Analyst?

It takes 4 years of professional experience to become a help desk analyst. That is the time it takes to learn specific help desk analyst skills, but does not account for time spent in formal education. If you include the normal education requirements to complete a college degree, then it takes 7 to 9 years years to become a help desk analyst.

How much does a help desk analyst make?

A help desk analyst makes about $38,492 yearly. That's about $3,208 monthly or $18.51 hourly.

As most jobs go, factors like location, industry, and experience can determine your exact pay. On the lower end of the salary range, help desk analysts make about $28,000 or less yearly, typically for entry-level positions. On the higher end, they can earn about $52,000 or more, typically for senior-level positions.

What certifications do I need to work at a help desk?

The certifications you need to work at a help desk include computer and network literacy, such as Security 5 Certification and Certified Network Computer Technician.

The Security 5 Certification by the EC-Council is entry-level for anyone interested in learning computer networking and security basics. It gives individuals basic networking literacy skills to begin high-end IT programs.

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