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Become A Help Desk Coordinator

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Working As A Help Desk Coordinator

  • 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 Coordinator 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 Coordinator

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 Coordinator jobs

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Help Desk Coordinator Career Paths

Help Desk Coordinator
Computer Technician Technician Operations Manager
Chief Operating Officer
11 Yearsyrs
Network Administrator Senior System Administrator
Data Center Manager
9 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Desktop Support Technician Information Technology Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Systems Analyst Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Help Desk Analyst Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Help Desk Specialist Information Technology Specialist Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Desktop Support Technician Information Technology Specialist Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Information Systems Technician Technical Support Specialist Business Analyst
Product Manager
7 Yearsyrs
Systems Administrator Project Manager
Program Manager
8 Yearsyrs
Computer Technician Technical Support Specialist Quality Assurance Analyst
Quality Assurance Manager
9 Yearsyrs
Network Technician Systems Engineer Product Manager
Research And Development Technician
6 Yearsyrs
Information Systems Technician Network Technician Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Help Desk Analyst Network Administrator Information Technology Manager
Senior Manager
10 Yearsyrs
Technical Support Specialist Network Administrator Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Network Administrator Systems Engineer Solutions Architect
Solutions Manager
8 Yearsyrs
Network Technician Systems Analyst
Systems Manager
7 Yearsyrs
Systems Analyst Lead Technician Technical Manager
Technical Director
7 Yearsyrs
Help Desk Specialist Network Technician Information Technology Manager
Technical Services Manager
8 Yearsyrs
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Average Length of Employment
PC Coordinator 3.8 years
Computer Analyst 3.3 years
Network Technician 3.1 years
Help Desk Leader 3.0 years
PC Support Analyst 3.0 years
Help Desk Operator 2.9 years
PC Analyst 2.7 years
MIS Technician 2.7 years
LAN Technician 2.7 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
Top Employers Before
Internship 3.8%
Cashier 3.1%
Top Employers After
Consultant 2.9%

Help Desk Coordinator Demographics

Gender

Male

50.6%

Female

47.7%

Unknown

1.8%
Ethnicity

White

80.0%

Hispanic or Latino

12.2%

Asian

5.9%

Unknown

1.3%

Black or African American

0.7%
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Languages Spoken

Spanish

54.7%

French

8.0%

Portuguese

6.7%

Carrier

4.0%

Russian

2.7%

Chinese

2.7%

Mandarin

2.7%

Italian

2.7%

Bulgarian

1.3%

Hebrew

1.3%

German

1.3%

Romanian

1.3%

Georgian

1.3%

Sami

1.3%

Albanian

1.3%

Hindi

1.3%

Serbian

1.3%

Urdu

1.3%

Arabic

1.3%

Cantonese

1.3%
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Help Desk Coordinator Education

Schools

University of Phoenix

23.0%

University of Maryland - University College

9.3%

Strayer University

7.5%

Michigan State University

4.3%

Ashford University

4.3%

Northern Virginia Community College

4.3%

National University

3.7%

Houston Community College

3.7%

Eastern Kentucky University

3.7%

Baker College

3.7%

Remington College

3.7%

Northeastern University

3.7%

Hillsborough Community College

3.7%

New England Institute of Technology

3.1%

Florida State University

3.1%

George Mason University

3.1%

Kaplan University

3.1%

Colorado Technical University

3.1%

Davenport University

3.1%

Robert Morris University

2.5%
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Majors

Business

22.0%

Computer Science

11.7%

Computer Information Systems

11.4%

Information Technology

11.3%

Computer Networking

6.8%

Communication

3.8%

Management

3.4%

Criminal Justice

3.1%

General Studies

3.0%

Management Information Systems

2.7%

Accounting

2.6%

Psychology

2.4%

Computer Programming

2.1%

Education

2.1%

Health Care Administration

2.1%

Information Systems

2.1%

Computer Technical Support

1.9%

Electrical Engineering

1.9%

Computer Systems Security

1.9%

Electrical Engineering Technology

1.7%
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Degrees

Bachelors

36.6%

Other

24.2%

Associate

19.9%

Masters

10.7%

Certificate

6.0%

Diploma

1.6%

License

0.5%

Doctorate

0.5%
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Internship
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Top Skills for A Help Desk Coordinator

HelpDeskComputerHardwarePhoneCallsActiveDirectoryProceduresNetworkPrintersRemoteDesktopTechnicalSupportTroubleshootDataEntryCustomerServiceLaptopsSetupDeskSupportWebInternetExplorerWindowsXPNewUserAccountsDeskCoordinatorVPN

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Top Help Desk Coordinator Skills

  1. Help Desk
  2. Computer Hardware
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Provided assistance, education, and training for new help desk personnel.
  • Downloaded and installed software updates, drivers, and researched the Internet to aid in solving computer hardware and software challenges.
  • Responded to telephone calls, email and personnel requests for assistance with hardware, software and network problems.
  • Create and modify active directory universal security groups, distribution groups and user accounts.
  • Prepared reports that identified and tracked issues concerning operational systems to facilitate management's identification to system procedures.

Top Help Desk Coordinator Employers

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