Help desk assistants are responsible for providing technical assistance and support for customer issues related to computer systems, hardware, and software. They also write training manuals, train computer users, and perform daily maintenance of computer systems.
Help desk assistants support customers by responding to email messages of customers seeking help, asking questions to determine the nature of the problem, walking customers through problem-solving processes in diagnostic programs, and following up to ensure the issue has been resolved.
Some of the skills needed for a role as a help desk assistant include an advanced knowledge of help desk software and remote access systems, the ability to troubleshoot complex hardware and software systems including databases, office applications, and operating systems, and excellent analytical, diagnostic, communication, and customer service skills, as well as patience and understanding.
Help desk assistants need a bachelor's degree in computer science, information technology, or a related field. They typically earn about $49,218 per year, which breaks down to $23.66 per hour. The career is expected to grow by 10% between 2018 and 2028, creating 83,100 new jobs.