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Become A Help Desk Associate

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Working As A Help Desk Associate

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Help Desk Associate Do At Wolters Kluwer

* Provide general desktop support for all company PCs, mobile devices, printers and associated devices
* Provide technical support internally, via phone and email, including coordinating necessary actions and departments to resolve issues
* Maintain and support the reception and transmission of information including email, Blackberry, and Windows Mobile technologies
* Troubleshoot, escalate and manage tier 2
* help desk issues
* Provide Intermediate level application training/support (MS Office, anti-virus, e-mail, mobile devices, etc.)
* Manage hardware and software inventory and management
* Organize, inventory and manage IT storage facilities
* Manage inventory of year-round production
* Manage OS and software application updates/patches
* Manage ‘checkout’ and tracking of loaned hardware (laptops, software, etc.)
* Manage and coordinate hardware repairs

What Does A Help Desk Associate Do At Manpower Group

* The associate monitors and responds to events on network and servers and troubleshoots and resolves network and server incidents.
* He/She responds to incoming calls from Information Services (I
* S.).
* Help Desk representatives and supports teams to assist with resolving incidents and events.
* He/She takes actions to stabilize or failover network or application to normalize the conditions.
* This position supports daily operational procedures to maintain 24x7 environment service levels.
* He/She interprets computer generated messages, determines appropriate actions, and follows standard procedures.
* This position delivers internal and external customer support and interacts with vendors to resolve issues.
* Candidates must have basic understanding of WAN / LAN networks, routing fundamentals, knowledge of transmission principles, the ability to diagnose and troubleshoot issues with switches and routers.
* BGP * OSPF * CDP * QOS, * HSRP * CDP, * Ipsec
* Arp,
* STP * TCP/IP * UDP * Telnet
* SNMP * SMTP * Traceroute
* FTP * DNS
* Switches
* Cisco Routers
* Modems
* CSU/DSU * Symbol APs'
* Frame Relay
* MPLS * ATM * ISDN * GPRS
* CDMA * Ethernet
* PPP * VPN * DS0, DS1, T1, E1 * OC-#, * RJ-11, Optical Fiber Installation, de-installation, upgrades and supervision of servers, DASD, routers, switches and appliances.
* Replacement and supervision of cable management, cable installations, cable plug-in and the re-seating of cables.
* Replacement of all types of server hardware components, such as NIC cards, GBIC, hard drives, disk drives, batteries, fans, memory upgrades, and rack & stack various equipment.
* Open change controls based on work requests.
* Document work being perform by updating hardware cases and reviewing hardware cases generated by automated alerts.
* Support hardware issues in the data center by rebooting servers/appliances, perform visual inspections of equipment and escorting vendors.
* This is a five day work schedule.
* Technicians rotate to weekends every other month.
* Every four months, starting in Feb 2018, the operation will rotate to 1st shift and the hours will be 6:30AM to 3:15PM

What Does A Help Desk Associate Do At Chenega Corporation

* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position)
* Will be available to the client on the following days of the week: Monday
* Friday from 0700 to 1800 EST.
* Record the customer’s call and information pertaining to the request.
* Some problem calls may be resolved directly over the phone.
* The Help Desk Associate will apply remote Service diagnostics to try to resolve the request directly if possible.
* If not, the request will be dispatched for onsite resolution.
* Maintain asset inventory data, or facilitate the collection of asset inventory data such as asset serial number, asset location, customer contact name, contact phone number, address, and special instructions for reporting purposes.
* Receive, track, and fulfill customer requests for standard consumable supplies for Xerox and Non
* Xerox Branded devices covered in this Service.
* All Xerox branded supplies can be ordered through the Help Desk.
* Non
* Xerox Branded supplies will be stored onsite and may be ordered through an alternate resource.
* These supplies may include toner, developer, fuser oil, paper, staples, binding tape, and/or other items.
* Receive, log, and process requests to relocate Xerox Branded Equipment covered in this agreement.
* Answer end user questions about the features, functions, and operation of Xerox Branded devices.
* The Help Desk will also answer or facilitate resolution of all Xerox related questions or concerns.
* Facilitate gathering of Xerox meter reads for billing and reporting purposes.
* Support the Client reporting requirements of Inventory, Installation, Relocations, Removals, Usage and Service History (Response and Downtime) and any other ad hoc reporting that may be requested.
* Non
* Essential Duties:
* Other duties as assigned
* Supervisory Responsibilities:
* NONE

What Does A Help Desk Associate Do At Ripple Effect Communications, Inc.

Help desk Responsibilities

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How To Become A Help Desk Associate

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Help Desk Associate jobs

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Help Desk Associate Career Paths

Help Desk Associate
Technical Support Technician Network Technician Senior System Administrator
Data Center Manager
9 Yearsyrs
Information Systems Technician Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Help Desk Specialist Technical Support Specialist Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Information Technology Technician Information Technology Specialist Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Network Administrator Systems Administrator
Information Technology Manager
8 Yearsyrs
Information Technology Technician Information Systems Technician Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Computer Technician Technician
Lead Technician
6 Yearsyrs
Help Desk Analyst Network Technician Network Engineer
Network Manager
6 Yearsyrs
Help Desk Specialist Systems Engineer Product Manager
Research And Development Technician
6 Yearsyrs
Information Systems Technician Technical Support Specialist Network Administrator
Senior Network Administrator
6 Yearsyrs
Technical Support Specialist Systems Administrator
Senior System Administrator
8 Yearsyrs
Systems Administrator Business Analyst
Senior Systems Analyst
7 Yearsyrs
Computer Technician Network Administrator Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Desktop Support Technician Systems Engineer Technical Analyst
Senior Technical Analyst
7 Yearsyrs
Help Desk Analyst Systems Analyst Lead Technician
Senior Technologist
6 Yearsyrs
Technical Support Technician Lead Technician Solutions Architect
Solutions Manager
8 Yearsyrs
Desktop Support Technician Information Technology Specialist Systems Engineer
Systems Manager
7 Yearsyrs
Network Administrator Lead Technician Technical Manager
Technical Director
7 Yearsyrs
Network Administrator Information Technology Manager
Technical Services Manager
8 Yearsyrs
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Help Desk Associate Demographics

Gender

  • Male

    64.3%
  • Female

    34.9%
  • Unknown

    0.8%

Ethnicity

  • White

    76.8%
  • Hispanic or Latino

    12.1%
  • Asian

    7.9%
  • Unknown

    2.6%
  • Black or African American

    0.6%
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Languages Spoken

  • Spanish

    58.5%
  • French

    4.9%
  • Italian

    4.9%
  • Swahili

    2.4%
  • Portuguese

    2.4%
  • Somali

    2.4%
  • Vietnamese

    2.4%
  • German

    2.4%
  • Bosnian

    2.4%
  • Cantonese

    2.4%
  • Serbian

    2.4%
  • Japanese

    2.4%
  • Carrier

    2.4%
  • Mandarin

    2.4%
  • Arabic

    2.4%
  • Croatian

    2.4%
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Help Desk Associate

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Help Desk Associate Education

Help Desk Associate

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Top Skills for A Help Desk Associate

ComputerHardwareHelpDeskRemoteAccessPhoneCallsTechnicalSupportEmailAccountsCustomerServiceActiveDirectoryRemoteDesktopTroubleShootingLaptopsSetupVPNTechnicalIssuesInternetExplorerWindowsXPSoftwareIssuesLotusNotesPCSResetPasswords

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Top Help Desk Associate Skills

  1. Computer Hardware
  2. Help Desk
  3. Remote Access
You can check out examples of real life uses of top skills on resumes here:
  • Provided technical troubleshooting support for computer hardware and software, servers, printers, switches, and phones.
  • Directed calls to appropriate Occupational Safety & Health Administration (OSHA) help desk staff.
  • Diagnose and resolve issues with network and system vendors using remote access tools.
  • Answer inbound telephone calls responding to customer inquiries and problems concerning their credit card processing equipment.
  • Escalated technical support issues that could not be handled at the help desk to the appropriate technicians.

Top Help Desk Associate Employers

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