FIND PERSONALIZED JOBS
Sign up to Zippia and discover your career options with your personalized career search.

Log In

Log In to Save

Sign Up to Save

Sign Up to Dismiss

or

The email and password you specified are invalid. Please, try again.

Email and password are mandatory

Forgot Password?

Don't have an account? Sign Up

reset password

Enter your email address and we will send you a link to reset your password.

Back to Log In

FIND
PERSONALIZED JOBS

Become A Help Desk Associate

Where do you want to work?

To get started, tell us where you'd like to work.
Sorry, we can't find that. Please try a different city or state.

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

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.

Show More

Show Less

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.

Show More

Show Less

Help Desk Associate jobs

NO RESULTS

Aw snap, no jobs found.

Add To My Jobs

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
Show More

Average Length of Employment
Pc/Lan Analyst 3.3 years
Help Desk Manager 3.3 years
Computer Analyst 3.3 years
PC Support Analyst 3.0 years
Help Desk Leader 3.0 years
Help Desk Operator 2.9 years
LAN Technician 2.7 years
MIS Technician 2.7 years
PC Analyst 2.7 years
Desktop Engineer 2.6 years
Support Analyst 2.3 years
Computer Assistant 2.2 years
Help Desk Analyst 2.1 years
Help Desk Engineer 1.8 years
Senior Help Desk 1.7 years
Service Desk Agent 1.7 years
Junior Technician 1.6 years
Help Desk Agent 1.5 years
Dell Contractor 1.2 years
Top Employers Before
Cashier 5.0%
Internship 4.5%
Supervisor 3.0%
Associate 2.5%
Top Employers After
Technician 3.3%
Internship 2.9%

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%
Show More
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%
Show More

Help Desk Associate Education

Schools

University of Phoenix

20.0%

Strayer University

10.5%

University of Maryland - University College

7.6%

DePaul University

5.7%

ECPI University

4.8%

Colorado Technical University

4.8%

Cincinnati State Technical and Community College

3.8%

Virginia Commonwealth University

3.8%

Madison Area Technical College

3.8%

Bergen Community College

3.8%

American University

3.8%

Kaplan University

3.8%

Community College of Rhode Island

3.8%

Central Piedmont Community College

2.9%

Missouri State University

2.9%

University of North Carolina at Greensboro

2.9%

Macomb Community College

2.9%

Montgomery College

2.9%

Gibbs College

2.9%

University of Texas at Arlington

2.9%
Show More
Majors

Business

17.2%

Information Technology

15.6%

Computer Science

11.7%

Computer Information Systems

11.7%

Computer Networking

6.3%

Psychology

4.4%

Criminal Justice

3.5%

Accounting

3.3%

Management

3.0%

Electrical Engineering

2.6%

Information Systems

2.6%

Management Information Systems

2.3%

Finance

2.3%

General Studies

2.1%

English

2.1%

Human Resources Management

2.1%

Marketing

2.1%

Computer Systems Security

1.9%

Computer Technical Support

1.6%

Computer Programming

1.6%
Show More
Degrees

Bachelors

43.7%

Other

22.3%

Associate

18.6%

Masters

9.2%

Certificate

4.3%

Diploma

1.2%

Doctorate

0.8%
Show More
Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Help Desk Associate

ComputerHardwareHelpDeskRemoteAccessPhoneCallsTechnicalSupportEmailAccountsCustomerServiceActiveDirectoryRemoteDesktopTroubleShootingLaptopsSetupVPNTechnicalIssuesInternetExplorerWindowsXPSoftwareIssuesLotusNotesPCSResetPasswords

Show More

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

Help Desk Associate Videos

What do help desk technicians do?

A Day in the Life: Call Center Agent

Network Engineer: Expectations vs Reality

×