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What is a help desk representative and how to become one
As a help desk representative, it is your duty to tend to customer queries and resolve any of their issues via telephone or email. You will offer technical support to customers who use computer systems and help execute a task or diagnose a technical issue. Furthermore, you may also provide customer support face-to-face and help ease any concerns they may have.
Your workspace is usually in an office, behind a desk, and in front of a computer. Your duty as a help desk representative is to respond to queries and may extend to you conducting personnel training on the troubleshooting and diagnosing of problems. Depending on your experience, you may also be responsible for designing or revising training manuals on the functionalities of products.
In order to become a help desk representative, you will need to have strong computer skills and be able to troubleshoot and diagnose technical issues. Your experience with network and computer repairs, as well as excellent customer service skills, will aid in leaving a long-lasting impression on both your employers and your customers.
What general advice would you give to a help desk representative?
Kate Marek Ph.D.
Director and Professor, Dominican University
Avg. Salary $37,449
Avg. Salary $59,228
Growth rate 10%
Growth rate 0.3%
American Indian and Alaska Native 0.41%
Asian 10.51%
Black or African American 12.03%
Hispanic or Latino 16.14%
Unknown 5.37%
White 55.53%
Genderfemale 47.97%
male 52.03%
Age - 41American Indian and Alaska Native 3.00%
Asian 7.00%
Black or African American 14.00%
Hispanic or Latino 19.00%
White 57.00%
Genderfemale 47.00%
male 53.00%
Age - 41Stress level is high
7.1 - high
Complexity level is challenging
7 - challenging
Work life balance is good
6.4 - fair
Help desk representative career paths
Key steps to become a help desk representative
Explore help desk representative education requirements
Start to develop specific help desk representative skills
Skills Percentages Customer Service 21.46% Troubleshoot 7.56% Technical Support 6.56% Phone Calls 4.24% Patients 3.85% Complete relevant help desk representative training and internships
Accountants spend an average of 3-6 months on post-employment, on-the-job training. New help desk representatives learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a help desk representative based on U.S. Bureau of Labor Statistics data and data from real help desk representative resumes.Gain additional help desk representative certifications
More About CertificationsHelp desk representative certifications can show employers you have a baseline of knowledge expected for the position. Certifications can also make you a more competitive candidate. Even if employers don't require a specific help desk representative certification, having one may help you stand out relative to other applicants.
The most common certifications for help desk representatives include Certified Pharmacy Technician (CPhT) and Certified Information Technology Professional (CITP).
Research help desk representative duties and responsibilities
- Manage and troubleshooting of VOIP systems, setup of new IP phones and configuring PBX.
- Collaborate with appropriate technology/policy department to troubleshoot end user problems.
- Assist showrooms as part of support team with conversion from old POS PC system and registers to new ones.
- Inspect kiosk software to investigate and troubleshoot machine that includes motor, sensors, controller boards, and moving parts.
Prepare your help desk representative resume
When your background is strong enough, you can start writing your help desk representative resume.
You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a help desk representative resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.
Choose from 10+ customizable help desk representative resume templates
Build a professional help desk representative resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your help desk representative resume.
Apply for help desk representative jobs
Now it's time to start searching for a help desk representative job. Consider the tips below for a successful job search:
- Browse job boards for relevant postings
- Consult your professional network
- Reach out to companies you're interested in working for directly
- Watch out for job scams
How did you land your first help desk representative job
Are you a help desk representative?
Share your story for a free salary report.
Average help desk representative salary
The average help desk representative salary in the United States is $37,449 per year or $18 per hour. Help desk representative salaries range between $29,000 and $48,000 per year.
What am I worth?
How do help desk representatives rate their job?
Help desk representative reviews
You get to help a lot of people in many different ways as well as learning new things about technology
I have aids now due to the painfulness of sitting down all day
I decided to go to technical support because I've been fascinated by technology all my life and I love working with the people as well. I want to use my technical know-how to solve directly the problems that customers have. I want to be the person who makes life easier and more enjoyable for people who have had a problem. This is what I like most as a technical Support.
I don't like sitting around being inactive. So I'll keep my self always busy
I enjoy the challenges and learning new things . Technology is always evolving.
Customer is unwilling to provide you with necessary information in order to assist them.
Updated January 8, 2025
