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Job outlook for help desk operators in the United States
Help desk operator job growth summary. After extensive research, interviews, and analysis, Zippia's data science team found that:
The projected help desk operator job growth rate is 10% from 2018-2028.
About 83,100 new jobs for help desk operators are projected over the next decade.
Help desk operator salaries have increased 9% for help desk operators in the last 5 years.
There are over 36,479 help desk operators currently employed in the United States.
There are 72,734 active help desk operator job openings in the US.
The average help desk operator salary is $33,280.
Are help desk operator jobs in demand?
Help desk operator job and salary trends over time
Help desk operator jobs over time
Help desk operator job growth rate over time
| Year | # of jobs | % of population |
|---|---|---|
| 2021 | 36,479 | 0.01% |
| 2020 | 41,166 | 0.01% |
| 2019 | 48,035 | 0.01% |
| 2018 | 26,275 | 0.01% |
| 2017 | 25,570 | 0.01% |
Average help desk operator salary over time
Help desk operator salary by year
| Year | Avg. salary | Hourly rate | % Change |
|---|---|---|---|
| 2025 | $33,280 | $16.00 | +3.4% |
| 2024 | $32,183 | $15.47 | +2.3% |
| 2023 | $31,454 | $15.12 | +1.5% |
| 2022 | $30,979 | $14.89 | +1.7% |
| 2021 | $30,473 | $14.65 | +1.6% |
Help desk operator jobs by state
Most common states for help desk operators
| Rank | State | Population | # of jobs | Employment/ 1000ppl |
|---|---|---|---|---|
| 1 | District of Columbia | 693,972 | 446 | 64% |
| 2 | Massachusetts | 6,859,819 | 1,757 | 26% |
| 3 | Rhode Island | 1,059,639 | 239 | 23% |
| 4 | Alaska | 739,795 | 167 | 23% |
| 5 | New Jersey | 9,005,644 | 1,415 | 16% |
| 6 | Montana | 1,050,493 | 154 | 15% |
| 7 | Virginia | 8,470,020 | 1,105 | 13% |
| 8 | Utah | 3,101,833 | 392 | 13% |
| 9 | Hawaii | 1,427,538 | 192 | 13% |
| 10 | Maryland | 6,052,177 | 751 | 12% |
| 11 | Colorado | 5,607,154 | 608 | 11% |
| 12 | New Hampshire | 1,342,795 | 139 | 10% |
| 13 | North Dakota | 755,393 | 73 | 10% |
| 14 | Vermont | 623,657 | 60 | 10% |
| 15 | Wyoming | 579,315 | 56 | 10% |
| 16 | Florida | 20,984,400 | 1,785 | 9% |
| 17 | Arizona | 7,016,270 | 635 | 9% |
| 18 | Minnesota | 5,576,606 | 501 | 9% |
| 19 | Nebraska | 1,920,076 | 174 | 9% |
| 20 | Delaware | 961,939 | 84 | 9% |
Most common cities for help desk operators
| Rank | City | # of jobs | Employment/ 1000ppl | Avg. salary |
|---|---|---|---|---|
| 1 | Fredericksburg | 1 | 4% | $34,750 |
| 2 | Brookfield | 1 | 3% | $34,124 |
| 3 | Decatur | 1 | 1% | $40,997 |
| 4 | Tallahassee | 1 | 1% | $25,737 |
| 5 | Omaha | 1 | 0% | $31,629 |
Help Desk Operator job outlook: Expert opinions
Our panel of help desk operator experts
Texas A&M University San Antonio
University of Wisconsin - Milwaukee
Rowan University
University of Alabama at Huntsville
Grand Valley State University
Tiffin University
Governors State University
New York Institute of Technology
Carleton College
Slippery Rock University
Stetson University
Saint Peter's University
American University
University of Illinois
Western Kentucky University
What general advice would you give to a Help Desk Operator?
Jason Nichols PhD: The business environment is very dynamic right now, especially with regards to technology, and specifically with regards to AI. The advice remains the same through this however - stay curious, and always be learning. AI requires infrastructure, and lots of it. It also requires data. Lots of that as well. Businesses won’t be successful with AI unless they are able to efficiently and dynamically expand, configure, and adjust their infrastructure in support of its implementation. They also won’t be successful unless they have a solid plan for data storage, management and security. They need your help with this, and your training has prepared you to provide this type of support. This is an exciting time to be an Information Systems Professional. You are helping to shape the future of work, and the role of technology within the modern business enterprise. We are all counting on you, your company is counting on you, and you are up for this challenge and the emergent opportunities it brings.
What will help Help Desk Operators increase their earning potential?
Jason Nichols PhD: Build your experience base through internships and industry projects, and brag about these experiences when you interview. Collect professional certificates to compliment your degree. Security and cloud computing are excellent areas to pursue these in right now. AI and machine learning as well, of course. Build a structured skillset in problem solving and critical thinking, and demonstrate this skillset in your discussions with future employers. Map all of these efforts into a coherent story about yourself in your applications, and how they have shaped you to be a tech-savvy business problem solver, with a strong understanding of both the business and the technology. This foundation prepares you for so very many roles in our field, and businesses recognize and actively seek out this profile in their job candidates. Use the resources available to you. If you need additional time for more formal training, join a masters program. Join us for a masters program, actually. Our AI in Business masters program is launching this Fall, and is open for enrollment currently. Visit us here to learn more: https://wpcarey.asu.edu/masters-programs/ai-business
Robert Vinaja Ph.D.
Assistant Professor of Computer Information SystemsTexas A&M University San Antonio
Computer Information Systems Department
What soft skills should all Help Desk Operators possess?
Robert Vinaja Ph.D.: -Ability to work as part of a team.
-Attention to detail.
-Problem-solving and analytical skills.
Will there be an enduring impact of the coronavirus pandemic on Help Desk Operators?
Derek Nazareth Ph.D.: The pandemic will have a lingering effect in several ways. The current holding pattern on hiring that characterizes many organizations will subside as organizations move towards normalcy. However, a number of practices that moved online will remain that way, due to convenience and cost, including recruitment and on-the-job training. Graduates will need to be more savvy in terms of working independently, as well as communicating and collaborating with others in remote fashion. Other practices that organizations were experimenting with pre-pandemic have become more prevalent in some cases. This includes reliance on consultants and external workers as embodied in the gig economy. That would mean more competition for graduates from outside the geographical area. On the flip side, it also offers graduates the opportunity to compete in remote markets.
What's a good job out of college for Help Desk Operators?
Patricia Coughlan: Communication majors are posed for success in the current job market. The nature of the discipline focuses on understanding and executing effective messaging to diverse audiences, in varied contexts, and communication modes (traditional such as writing and new tech platforms such as social media). The ability to understand verbal, non-verbal and written communication positions a Communication major as ready to impact the needs of employers and their clientele in a variety of fields. Because of the broad nature of a Communication Studies degree, graduates have greater flexibility for their career paths and ultimately their earning potential. Typically, Communication majors have the ability to complete courses in strategic, interpersonal, organizational, political, business, health, leadership, small group, family, and intercultural communication. Having a large swath of these courses broadens a student's portfolio.
Moreover, Communication majors are trained to consider ethical issues, rhetorical arguments, diversity, the power of persuasion, social influence, and to conduct research. In today's climate their strengths in mass media and digital communities are in demand. Communication graduates are easily employed as assistants and leaders in Public Relations, Human Resources, Advertising, Politics, Marketing, Event Planning, Social Media, Healthcare, Jurisprudence, plus more. It is impossible to think of a field that does not have the need for effective communication. My advice to my students on how to increase their earning potential begins early when they are freshman - recognize that every company and person has a need to effectively tell their story and your major suits you to help them do just that!
Dr. Ravi Patnayakuni
Associate chairUniversity of Alabama at Huntsville
Information Systems Department
Will there be an enduring impact of the coronavirus pandemic on Help Desk Operators?
Dr. Ravi Patnayakuni: Most definitely, in my opinion. There are going to be lasting effects which many have characterized as 'acceleration' of change and 'dispersion' of how work is performed. In the short term, I expect it will be harder for graduates to find employment as hiring adjusts to the new landscape of remote hiring and remote work. For the long term, both the nature of work and sectors of job growth will change.
What technical skills for a Help Desk Operator stand out to employers?
Chirag Parikh Ph.D.: If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.
What are the biggest trends we'll see in the Help Desk Operator job market given the pandemic?
Chirag Parikh Ph.D.: The biggest trend according to me right now would be digital transformation of workplace. Workplace activities that were happening in-person has now become virtual and technology literacy is going to play a vital role. Cross disciplinary expertise is also going to be very crucial.
Biggest trends in job market according to me would be in the area of robotics, automation, AI, software development, cyber-security and healthcare for sure. This pandemic has created a sense of health awareness among people and we are seeing lot of students opting for healthcare programs (undergraduate and graduate).
What type of skills will young Help Desk Operators need?
George Miller: Many organizations realize graduates cannot learn everything in college about their major but want the graduate to have a solid foundation on their field of study. The organization wants to mold the graduate to their company environment with how they do things related to the field of study. Most companies want college graduates to have good communication skills (both oral and written), critical thinking skills and be able to work well in teams. These skills have been a staple for graduates since I can remember. This is why a college graduate takes many general education courses related to these skills and many of their major courses emphasize these skills.
Going back to the previous answer I believe graduates in all fields of study will need a better knowledge of technology and easier adaptability to changing technology. Again, an IS degree is already preparing students for this.
Will there be an increase or decrease in demand for Help Desk Operators in the next 5 years?
Stephen Hyzny: As everything involves technology, more educated people will need it in the future. As our cars, houses, and lives connect, people will be required to make it all work.
What technology do you think will become more important and prevalent for Help Desk Operators in the next 3-5 years?
Babak Beheshti Ph.D.: -The enormous growth of IoT and wearables. The number of connected devices is expected to be more than 26 billion in 2020. That includes things like household appliances, controllable lighting, and much more. This trend is likely to continue as it is expected to see the industry grow to 661 billion dollars by 2021.
-We will be witnessing a more widespread commercial deployment of 5G in 2020. With the implementation of the Standalone 5G devices based on the 3gpp release 16, we should be seeing the more robust mobile broadband deployment of 5G, wider availability of 5G smartphones, and a push towards an all 5G Network in select urban areas around the world.
-Significant growth in AI-based technologies, from face recognition and voice recognition to business intelligence and market predictions. As machines and deep learning algorithms get integrated into many applications, many industries will undergo substantial changes. AI systems will continue to interact with our phones; cars will interpret and analyze their surroundings and intelligently drive themselves. Online vendors will monitor our browsing habits, and Google decides what kind of search results to give us, based on who it thinks we are.
What type of skills will young Help Desk Operators need?
Joshua Davis Ph.D.: Studying mathematics is good practice for rigorous thinking and problem solving, which are valued across the workforce. For science and engineering applications, it is often also helpful to have R, Python, Matlab, or another popular programming language. But technical abilities get the graduate-only so far. They need interpersonal communication skills so that they can understand the needs of stakeholders and cooperate with colleagues. For this reason, many faculty at my school emphasize writing, speaking, listening, and teamwork skills.
Abdou Karim Jallow Ph.D.
Associate ProfessorSlippery Rock University
Department of Information Systems
Will there be an enduring impact of the coronavirus pandemic on Help Desk Operators?
Abdou Karim Jallow Ph.D.: It is obvious that the COVID-19 pandemic has impacted and transformed the lives of many people, including students all over the world. A major effect is requiring students to stay and learn from home because of the closure of educational institutions as a precautionary measure. Missing saying the traditional goodbye to friends, fraternities, and sororities, and having to watch commencement ceremonies in bedrooms online will leave an indelible mark in graduates.
This means a great U-shift in memories of college life, including physical interaction and learning environment, and systems adopting a new way of doing things. Graduates will enter the job market with uncertainties of availability of traditional jobs and how to work in a new normal. Many graduates will find themselves having to search for jobs virtually and having to start working remotely from the beginning in most cases and in most industries. What would have been a new beginning, along with the excitement of stepping through the doors of the new office and career, will not be there physically. This will have an impact on these graduates because of the transformation of society as a result of the pandemic.
Are there any particularly good places in the United States for Help Desk Operators to find work opportunities?
Abdou Karim Jallow Ph.D.: Sometimes new graduates from college can find it hard to get the perfect or preferred job location. This may be different for those with information sciences or information systems and related degrees. Luckily there are big companies, multinational companies as well as some-sized enterprises who need skills in that discipline. Most of these can be found in some of the big cities beyond Silicon Valley such as NY, San Francisco, Seattle, Los Angeles, Pittsburgh, Atlanta, Denver, Colorado, Philadelphia, Chicago, DC, Charlotte, Houston, Boston, Dallas, and Minneapolis, just to name a few.
Some of these locations are where some of the big tech companies reside, such as Google, Microsoft, Apple, Amazon, Facebook, Twitter, IBM, HP, SAP, etc. The advantage of this degree is that graduates not only can work for tech companies but any company because of the need to manage data, information, process, and technology. Companies all over have or are putting together strategies to harness the potential of big data, and graduates with information sciences, information systems, and related degrees are sought after continuously.
How do you envision technology impacting Help Desk Operators in the next 5 years?
Abdou Karim Jallow Ph.D.: The trend we have witnessed in the past two decades in terms of development in technology is unprecedented. This has a ripple effect on the field of information sciences and systems. Most traditional jobs have changed or rebranded. For example, consider how information and data processing and management (IDPM) has revolutionized into what is today information management or management information systems; business intelligence is almost transformed into business analytics, data science; high-performance computing, and grid computing is today predominantly engulfed by cloud computing services.
These are changing how data and information are managed. The decision-making process is changing in various information and knowledge-intensive and process-oriented industries such as healthcare, banking, transportation, engineering, education, security, just to name a few, despite the fact that roles and services still remain. New and emerging disciplines and services are added, driven by the advancement and greater capabilities of technology. Without a doubt, in the next few years, data and information services will be revolutionized by technology hugely. Consider the development in artificial intelligence, data science, blockchain, 5G, and broadband networks, all of which have huge potential to impact the discipline. This means that information sciences and information systems courses must adapt to take into consideration the emerging skills required by the professionals and businesses of the future. The education and training of professionals in this domain have to be continuously changing to prepare graduates adequately.
Will there be an enduring impact of the coronavirus pandemic on Help Desk Operators?
Dr. Hala ElAarag: I didn't see any negative impact of coronavirus on our graduates. Our graduates did not have any problem finding internships and jobs during the pandemic. After the pandemic, there will be even more demand and opportunities for our graduates.
How do you envision technology impacting Help Desk Operators in the next 5 years?
Edward Moskal: Technology will have a significant impact over the next five years. While technology associated with the software, databases, blockchain, cloud computing, and cybersecurity will still have an impact, we are likely to see significant changes and advancements in fields such as artificial intelligence, combinations of augmented and mixed reality, and quantum computing. Industry and business will be driving these advancements, in particular, the healthcare industry and large tech companies like Google and Facebook that have already started establishing a strong presence in these fields.
How do you envision technology impacting Help Desk Operators in the next 5 years?
Kathleen Riley: I expect some of the changes we've seen in the work world as a result of the pandemic to remain part of our lives long after the virus is no longer a threat. In particular, the pandemic has caused a lot of people to think more favorably about remote work, online meetings and conferences, and other video interactions. Not only do I expect to see increased availability of jobs supporting such technology, but I also anticipate that there will be more opportunities for computer scientists to join companies in other parts of the country without having to move to high cost-of-living areas like the Silicon Valley.
Are there any particularly good places in the United States for Help Desk Operators to find work opportunities?
Kathleen Riley: My computer science students from the class of 2020 had a variety of experiences when they entered the job market after graduation. Those who had already signed on at companies like Amazon or Google, whose business stayed strong during the pandemic and whose workplace models adjusted easily to remote work, had a relatively easy time starting their industry jobs. Others, especially those who had planned to work for companies whose business depended on clients or industries which suffered under the pandemic, saw delays, changes in their work plans, and even cancellations of contracts; several found themselves job hunting again over the summer, interviewing remotely and having to assess companies without setting foot outside their own home. Fortunately, there are still a lot of jobs out there for Computer Science graduates, and most of the students I know have found other placements or are well into that process.
We all know about the abundance of computer science opportunities in the Silicon Valley, the Dulles Technology corridor, and other tech hubs, but there is also an abundance of computer science opportunities in large and small cities throughout the country. In addition to businesses whose focus or products are technology-related, many other businesses have significant technology and computer science needs that are provided in-house, and those who thrive and survive will continue to hire.
Will there be an enduring impact of the coronavirus pandemic on Help Desk Operators?
Ranganathan Chandrasekaran: I expect companies, across the board, to 'go-digital' more than ever before. This pandemic has taught us that a lot can be achieved by clever use of technologies and by working remotely and virtually. The pandemic has also served as a wake-up call for several firms with outdated and inflexible technological infrastructures, weak cybersecurity, and poor business continuity plans. I see firms across many industries to digitize a lot of their processes and operations. With increased digitization, cybersecurity is going to be much more important. Tele-work, use of smart devices, and use of AI-driven operations is going to accelerate at a rapid pace. Many firms will be forced to undertake technology projects that they have been sidelining for a long time and swiftly execute them.
How do you envision technology impacting Help Desk Operators in the next 5 years?
Kirk Atkinson: AI and machine learning are already impacting the field and will continue to empower change. Employees must be more ready than ever for life-long learning. This means more than formal education; it also includes self-learning, free and lost-cost, web-based learning, and a willingness to adapt to various roles. The ability to interpret the analysis of data and critical thinking will continue to be sought after skills!