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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
  • $42,000

    Average Salary

What Does A Help Desk Associate Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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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 Career Paths

Help Desk Associate
Technical Support Specialist Systems Administrator
Information Technology Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Technical Support Specialist Network Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Computer Technician Systems Administrator Project Manager
Service Delivery Manager
10 Yearsyrs
Computer Technician Network Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Computer Technician Network Administrator Systems Analyst
Systems Manager
6 Yearsyrs
Information Systems Technician Help Desk Analyst
Level Senior Technician
6 Yearsyrs
Information Systems Technician Information Technology Consultant Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Information Systems Technician Help Desk Analyst Desktop Support Technician
Senior Desktop Support Technician
6 Yearsyrs
Help Desk Analyst Analyst Chemist
Laboratory Manager
5 Yearsyrs
Desktop Support Technician Field Service Technician
Technical Services Manager
7 Yearsyrs
Desktop Support Technician Network Technician Systems Analyst
Information Systems Manager
6 Yearsyrs
Help Desk Specialist Systems Engineer Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Help Desk Specialist Network Technician Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Help Desk Specialist Systems Engineer Information Technology Consultant
Senior Information Technology Specialist
8 Yearsyrs
Technician Registered Nurse Clinical Research Coordinator
Data Manager
6 Yearsyrs
Technician Technical Support Technician Service Desk Analyst
Service Desk Manager
7 Yearsyrs
Technician Systems Engineer Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Network Technician Desktop Support Analyst Level Senior Technician
Senior Technical Support Specialist
5 Yearsyrs
Information Technology/Support Technician Desktop Support Analyst Service Desk Analyst
Incident Manager
9 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Help Desk Operator 3.0 years
Help Desk Analyst 2.0 years
Help Desk Engineer 1.9 years
Service Desk Agent 1.8 years
Top Careers Before Help Desk Associate
Cashier 8.3%
Internship 4.6%
Associate 2.9%
Supervisor 2.7%
Top Careers After Help Desk Associate
Cashier 3.7%
Associate 3.4%
Internship 3.1%
Technician 2.9%
Consultant 2.4%

Do you work as a Help Desk Associate?

Help Desk Associate Demographics

Gender

Male

57.9%

Female

33.4%

Unknown

8.7%
Ethnicity

White

61.0%

Hispanic or Latino

15.0%

Black or African American

11.9%

Asian

7.7%

Unknown

4.3%
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Foreign Languages Spoken

Spanish

57.4%

German

4.3%

Cantonese

4.3%

French

4.3%

Carrier

4.3%

Mandarin

4.3%

Swahili

2.1%

Portuguese

2.1%

Somali

2.1%

Vietnamese

2.1%

Bosnian

2.1%

Japanese

2.1%

Serbian

2.1%

Croatian

2.1%

Arabic

2.1%

Italian

2.1%
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Help Desk Associate Education

Schools

University of Phoenix

21.9%

University of Maryland - University College

10.3%

Strayer University

6.8%

DePaul University

5.5%

Colorado Technical University

5.5%

American InterContinental University

4.8%

ECPI University

4.1%

Rider University

4.1%

Kaplan University

4.1%

Cincinnati State Technical and Community College

3.4%

Metropolitan State University

3.4%

Western Governors University

3.4%

Remington College

3.4%

Wayne County Community College District

2.7%

University of South Florida

2.7%

Montgomery College

2.7%

Monroe College

2.7%

Florida State College at Jacksonville

2.7%

Madison Area Technical College

2.7%

Fountainhead College of Technology

2.7%
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Majors

Business

18.2%

Information Technology

14.9%

Computer Science

11.1%

Computer Information Systems

11.0%

Computer Networking

6.1%

Psychology

4.6%

Criminal Justice

3.4%

Accounting

3.0%

General Studies

2.8%

Communication

2.8%

Management

2.7%

Finance

2.6%

Information Systems

2.6%

Electrical Engineering

2.4%

Marketing

2.3%

English

2.1%

Management Information Systems

2.0%

Health Care Administration

1.8%

Human Resources Management

1.8%

Political Science

1.7%
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Degrees

Bachelors

45.1%

Other

20.8%

Associate

19.3%

Masters

8.1%

Certificate

4.1%

Diploma

1.8%

Doctorate

0.7%
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Top Skills for A Help Desk Associate

  1. Computer Hardware
  2. Technical Support
  3. Customer Service
You can check out examples of real life uses of top skills on resumes here:
  • Assist students and faculty in person and via telephone with any computer hardware, software, or wireless issues.
  • Provided technical support via telephone and face-to-face communications for more than 9k end-users.
  • Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service and effectiveness of team.
  • Placed follow-up phone calls to clients requesting project work for clarification and information enhancement.
  • Managed network hardware; routine maintenance, installation, and purchasing of PCs, network printers, desk and mobile phones.

How Would You Rate Working As a Help Desk Associate?

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