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Become A Help Desk Representative

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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
  • $48,620

    Average Salary

What Does A Help Desk Representative Do At ASI System Integration, Inc.

* Provides 1st level support for all Information Technology products and services ASI provides to retailer.
* Customer service support will include answering questions, troubleshooting problems, teaching or instructing retail store associates regarding software or hardware functionality, and communicating standard operating procedure for services.
* Troubleshooting issues such as network connectivity and resolving difficulties
* Determines the most effective way to resolve customer's technical issue.
* Engages in research and in-depth troubleshooting to assist customer as much as possible.
* Consults with full-time staff when necessary.
* Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion.
* Assists with Level 1 customer service technical support or elevates complex and/or high priority problems to the appropriate support groups for resolution ensuring that an effective solution is provided to the user

What Does A Help Desk Representative Do At Henry Ford Health System

* The Help Desk Representative provides technical assistance to end-users using computer systems supported by the HFHS Service Desk and HFHS Information Technology.
* This support is provided via telephone and email by answering questions, resetting passwords, researching and troubleshooting issues, relaying step-by-step instructions and utilizing call escalation procedures for unresolved issues.
* This position may also perform tasks and assignments required by other departments, as well as provide assistance to other technicians in solving unfamiliar or complex issues.
* This position requires a major portion of time sitting, speaking on the telephone, typing, and includes working shifts scheduled throughout a 24-hour day, evenings, weekends, and holidays.
* Position will require various shifts

What Does A Help Desk Representative Do At Nevada Connections Academy

* Handle inbound calls professionally, accurately, consistently, and efficiently;
* Transfer inbound calls to the appropriate staff when applicable;
* Manage the HR Help Desk and Talent voicemail boxes and return calls or forward them appropriately within 24 hours;
* Maintain a database of FAQs with appropriate responses for reference;
* Monitor Human Resources email inbox to respond to questions from employees, external customers, and prospective candidates within 24 hours;
* Respond to employment verifications;
* Respond to employee requests for benefits information;
* Process tuition assistance requests;
* Field direct deposit change requests and questions;
* Process name and address change requests;
* Update employee files with documents received and processed by the HR Help Desk;
* Assist with mass emails;
* Assist with UltiPro and SharePoint user inquiries
* Assist the HR team with clerical tasks; and
* Other duties as assigned

What Does A Help Desk Representative Do At Advanced Technology Services, Inc.

* Basic-to-intermediate PC software and/or hardware systems support via telephone or e-mail in accordance with service level requirements
* Providing quality customer support from an information technology (IT) Help Desk and/or Call Center
* Moving parts used, ordering parts, posting parts, monitoring call activity, and closing calls in designated call tracking systems
* You will also have frequent contact with internal and external IT customers, all help desk peers, and managers
* Support ofAssociate PC Help Desk Technician, and other Level I Technicians

What Does A Help Desk Representative Do At First American Bank

* Provide technical assistance to internal customers through a phone queue and email system with some hands on support.
* Filter support issues to different business units using an internal ticket system.
* Assist with the research and discovery of support issues as well as follow up with end-users regarding the progress of their open tickets.
* Handle user setups/modifications/deletions from various systems and applications.
* Complete daily, weekly, monthly, and yearly tasks as well as department reporting.
* Communicate and work directly with First American Data Service’s business units.
* Comply with audit guidelines relative to providing access to systems and applications.
* Create internal procedures for new systems and hardware.
* Work directly with vendors to resolve issues supported outside of the organization.
* Manage and handle hardware inventory to distribute to the organization.
* Compile data for the organization and research trends in support issues.
* Perform other duties and tasks as assigned

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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.

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Help Desk Representative jobs

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Help Desk Representative Career Paths

Help Desk Representative
Systems Administrator Operations Manager General Manager
Account Manager
5 Yearsyrs
Desktop Support Technician Technical Support Engineer Technical Support Manager
Call Center Manager
6 Yearsyrs
Desktop Support Technician Information Technology Specialist Senior System Administrator
Data Center Manager
9 Yearsyrs
Information Systems Technician Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Network Technician Information Technology Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Billing Specialist Business Analyst Information Technology Manager
Director, Technical Operations
11 Yearsyrs
Help Desk Specialist Technical Support Specialist Network Administrator
Information Systems Manager
6 Yearsyrs
Help Desk Analyst Network Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Service Desk Analyst Technical Analyst Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Network Administrator Systems Administrator
Information Technology Manager
8 Yearsyrs
Billing Specialist Support Specialist Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Help Desk Analyst Systems Analyst Business Analyst
Product Manager
7 Yearsyrs
Help Desk Specialist Systems Engineer Product Manager
Research And Development Technician
6 Yearsyrs
Technical Support Specialist Systems Administrator
Senior System Administrator
8 Yearsyrs
Information Systems Technician Technical Support Specialist Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Network Technician Systems Engineer Solutions Architect
Solutions Manager
8 Yearsyrs
Systems Administrator Analyst Systems Analyst
Systems Manager
7 Yearsyrs
Technical Support Technician Lead Technician Technical Manager
Technical Director
7 Yearsyrs
Service Desk Analyst Desktop Support Analyst Network Administrator
Technical Services Manager
8 Yearsyrs
Technical Support Technician Technician Production Supervisor
Warehouse Manager
5 Yearsyrs
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Help Desk Representative Demographics

Gender

  • Male

    49.0%
  • Female

    48.6%
  • Unknown

    2.5%

Ethnicity

  • White

    79.5%
  • Hispanic or Latino

    10.8%
  • Asian

    7.3%
  • Unknown

    1.8%
  • Black or African American

    0.6%
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Languages Spoken

  • Spanish

    62.1%
  • French

    8.6%
  • Hindi

    6.9%
  • Italian

    6.9%
  • Mandarin

    3.4%
  • Arabic

    3.4%
  • Nepali

    1.7%
  • Vietnamese

    1.7%
  • German

    1.7%
  • Greek

    1.7%
  • Hebrew

    1.7%
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Help Desk Representative

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Help Desk Representative Education

Help Desk Representative

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Top Skills for A Help Desk Representative

CustomerServiceHelpDeskHardwareIssuesTechnicalSupportEmailTelephoneCallsPhoneCallsTroubleshootRemoteDesktopActiveDirectoryInternetExplorerResetPasswordsTechnicalIssuesSetupInboundCallsVPNWindowsXPLotusNotesDeskSupportSoftwareIssues

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Top Help Desk Representative Skills

  1. Customer Service
  2. Help Desk
  3. Hardware Issues
You can check out examples of real life uses of top skills on resumes here:
  • Process escalations from customer service.
  • Trained new technical support representatives and acted as a resource desk for other Help Desk personnel with problems/issues when needed.
  • Rendered key assistance to foreign and domestic clients in handling software and hardware issues.
  • Provided 1st level technical support and dispatched technical support for higher maintenance activities.
  • Provided onsite as well as telephone, email, and personal requests for technical support.

Top Help Desk Representative Employers

Help Desk Representative Videos

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