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

CONTENT HAS
BEEN UNLOCKED
Close this window to view unlocked content
or
find interesting jobs in

Log In

Log In to Save

Sign Up to Save

Sign Up to Dismiss

Sign Up

SIGN UP TO UNLOCK CONTENT

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

Log In

Log In to Save

Sign Up to Save

Sign Up to Dismiss

Sign up to save the job and get personalized job recommendations.

Sign up to dismiss the job and get personalized job recommendations.

or

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

Email and password are mandatory

Already have an account? Log in

reset password

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

Back to Log In

Company Saved

Answer a few questions and view jobs at that match your preferences.

Where do you want to work?

Job Saved

See your Saved Jobs now

or

find more interesting jobs in

Job Dismissed

Find better matching jobs in

Become A Help Desk Representative

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 Representative

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $87,792

    Average Salary

What Does A Help Desk Representative 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 Representative

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

Do you work as a Help Desk Representative?

Help Desk Representative Jobs

NO RESULTS

Aw snap, no jobs found.

Add To My Jobs

Help Desk Representative Career Paths

Help Desk Representative
Systems Administrator Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Specialist Account Manager
Client Services Manager
7 Yearsyrs
Quality Assurance Analyst Account Manager Technical Support Specialist
Help Desk Manager
6 Yearsyrs
Service Desk Analyst Desktop Support Analyst Network Administrator
Information Systems Manager
6 Yearsyrs
Service Desk Analyst Level Senior Technician Systems Administrator
Information Technology Contractor
6 Yearsyrs
Technical Support Specialist Network Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Information Systems Technician Network Technician Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Desktop Support Technician Information Technology/Support Technician Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Quality Assurance Analyst Project Coordinator Account Manager
Relationship Manager
6 Yearsyrs
Systems Administrator Operations Manager Regional Sales Manager
Senior Account Manager
7 Yearsyrs
Help Desk Analyst Network Technician Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Help Desk Supervisor Help Desk Manager Information Technology Consultant
Senior Support Technician
5 Yearsyrs
Information Systems Technician Technical Support Specialist Technical Analyst
Senior Technical Analyst
7 Yearsyrs
Desktop Support Technician Information Technology Specialist Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Help Desk Specialist Network Administrator Systems Analyst
Systems Manager
7 Yearsyrs
Help Desk Supervisor Information Technology Manager Sales Engineer
Technical Account Manager
7 Yearsyrs
Help Desk Specialist Systems Engineer Lead Technician
Technical Manager
7 Yearsyrs
Specialist Security Officer Service Technician
Technical Services Manager
7 Yearsyrs
Help Desk Analyst Systems Administrator Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Show More

Do you work as a Help Desk Representative?

Help others decide if this is a good career for them

Average Length of Employment
Help Desk Operator 2.8 years
Help Desk Leader 2.7 years
Help Desk Analyst 2.1 years
Help Desk Engineer 1.9 years
Service Desk Agent 1.7 years
Help Desk Agent 1.5 years
Top Employers Before
Cashier 7.0%
Teller 3.8%
Internship 2.6%
Supervisor 2.5%
Top Employers After
Internship 3.1%
Supervisor 2.8%

Do you work as a Help Desk Representative?

Help Desk Representative Demographics

Gender

Male

48.8%

Female

48.7%

Unknown

2.5%
Ethnicity

White

61.2%

Hispanic or Latino

15.5%

Black or African American

12.1%

Asian

7.6%

Unknown

3.6%
Show More
Languages Spoken

Spanish

58.5%

French

7.5%

Hindi

7.5%

Italian

7.5%

Mandarin

3.8%

Arabic

3.8%

Nepali

1.9%

Vietnamese

1.9%

German

1.9%

Greek

1.9%

Dari

1.9%

Hebrew

1.9%
Show More

Help Desk Representative Education

Schools

University of Phoenix

24.7%

Strayer University

8.2%

Valencia College

5.9%

University of Maryland - University College

5.3%

Kaplan University

5.3%

Mesa Community College - Boswell

4.1%

Ashford University

4.1%

Rochester Institute of Technology

4.1%

University of Missouri - Saint Louis

4.1%

Pennsylvania State University

3.5%

University of Wisconsin - Milwaukee

3.5%

Columbus State Community College

3.5%

Webster University

2.9%

Old Dominion University

2.9%

College of DuPage

2.9%

University of Central Florida

2.9%

Kennesaw State University

2.9%

University of West Georgia

2.9%

University of North Carolina at Charlotte

2.9%

American University

2.9%
Show More
Majors

Business

24.3%

Information Technology

10.8%

Computer Science

8.5%

Computer Information Systems

7.9%

Computer Networking

6.0%

Psychology

5.0%

Communication

4.1%

Health Care Administration

3.6%

Accounting

3.5%

Electrical Engineering

3.2%

Criminal Justice

3.2%

Liberal Arts

2.8%

Management

2.6%

General Studies

2.3%

Nursing

2.3%

Education

2.3%

Information Systems

2.2%

Medical Assisting Services

1.9%

Pharmacy

1.7%

Finance

1.7%
Show More
Degrees

Bachelors

37.4%

Other

26.6%

Associate

17.9%

Masters

8.6%

Certificate

6.2%

Diploma

2.0%

Doctorate

0.7%

License

0.6%
Show More

Job type you want
Full Time
Part Time
Internship
Temporary

How Would You Rate The Salary Of a Help Desk Representative?

Have you worked as a Help Desk Representative? Help other job seekers by rating your experience as a Help Desk Representative.

Top Skills for A Help Desk Representative

Show More

  1. Phone Calls
  2. Computer
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Answered telephone calls that would range from hardware problems, training new bank employees on how to use the banking software.
  • Maintained computer inventory for the office and purchased necessary office equipment for users.
  • Provide technical support to the U.S. Navy/Marines personnel in an enterprise/fast paced environment.
  • Participated in handling requests and providing customer service guidance and semi-complex support for products and/or programs.
  • Have Progressive help desk/technical support experience.

How Would You Rate Working As a Help Desk Representative?

Are you working as a Help Desk Representative? Help us rate Help Desk Representative as a Career.

Top Help Desk Representative Employers

Jobs From Top Help Desk Representative Employers

Help Desk Representative Videos

Life at a call center

A Day in the Life: Call Center Agent

A Day In The Life of Help Desk

Related to your recently viewed content