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What is a help desk specialist and how to become one
A help desk specialist provides technical assistance and support to clients and end-users experiencing problems with software, hardware, or electronic devices. They answer phone calls, emails, and messages to troubleshoot problems and find solutions. Help desk specialists may also provide training and guidance on how to use computer systems or software. They possess communication skills, patience, and technical expertise to diagnose and resolve problems efficiently. Help desk specialists aim to ensure client and user satisfaction.
What general advice would you give to a help desk specialist?
Ranganathan Chandrasekaran
Professor and Director of Graduate Studies, University of Illinois
Several businesses have been hit hard by the pandemic, and they have rolled back their offers made to students for internships and jobs. Businesses have also resorted to downsizing and layoffs, and we are likely to see that continue, at least in the near term. However, two sectors that are showing promises of a quick turnaround are technology and healthcare.
It might take many months for the economy to get back on track, but the demand for information systems graduates is likely to grow, as a large number of businesses have turned to increased use of technology in this pandemic period. As more companies go digital, we need more professionals to manage the remote-work, technological infrastructure and meet the other demands of the business. Students pursuing education in information systems, computer science, and healthcare are going to be in greater demand.
On the positive side, the uncertainties induced by the pandemic have also helped students to prepare themselves better for a tougher job market. I found many students rise up and use the lockdown period to have a serious introspection and invest their time and effort in upgrading their knowledge and skills. The internship drought and rescinding of job/internship offers brought their dreams crashing down, but I found several students to quickly get over their disappointments, and engage in improving their skillsets utilizing the pandemic lockdown as an opportunity. I am aware of many students, especially in the information systems disciple, who spent time doing online courses, completing certification programs, and take up DIY projects on data analysis, developing analytical and forecasting models, and visualization of various aspects of the pandemic. The pandemic has resulted in massive amounts of data, released by several organizations worldwide, that have provided a stimulant for students to indulge in DIY-projects. I had several students approach me over summer to do some projects, and we have done some interesting projects using public datasets related to COVID-19.
Avg. Salary $51,065
Avg. Salary $59,228
Growth rate 10%
Growth rate 0.3%
American Indian and Alaska Native 0.41%
Asian 11.62%
Black or African American 12.29%
Hispanic or Latino 15.33%
Unknown 5.32%
White 55.03%
Genderfemale 20.61%
male 79.39%
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
What are the pros and cons of being a help desk specialist?
Pros
Often offers flexible schedules
Ability to work remotely or from home
Job stability and security
Good pay and benefits
Possibility for advancement within the company
Cons
Repetitive tasks can become tedious
Work may be monotonous
Long hours or on-call shifts may be required
Can be stressful and emotionally draining
Job may be outsourced to other countries
Help desk specialist career paths
Key steps to become a help desk specialist
Explore help desk specialist education requirements
Start to develop specific help desk specialist skills
Skills Percentages Customer Service 12.67% Troubleshoot 7.92% Technical Support 6.39% Desk Support 5.87% Phone Calls 4.52% Complete relevant help desk specialist training and internships
Accountants spend an average of 3-6 months on post-employment, on-the-job training. New help desk specialists 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 specialist based on U.S. Bureau of Labor Statistics data and data from real help desk specialist resumes.Gain additional help desk specialist certifications
More About CertificationsHelp desk specialist 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 specialist certification, having one may help you stand out relative to other applicants.
The most common certifications for help desk specialists include Security 5 Certification and Certified Network Computer Technician (CNCT).
Research help desk specialist duties and responsibilities
- Manage network software deployment, imaging/backup and unattend OS installations
- Develop, implement, and support customized manage VPN solutions for customers.
- Work as tier II/III technical support representative helping customers troubleshoot hardware/software problems in high volume call center.
- Support CITRIX by resolving connectivity issues when problems are reported.
Prepare your help desk specialist resume
When your background is strong enough, you can start writing your help desk specialist 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 specialist 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 specialist resume templates
Build a professional help desk specialist 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 specialist resume.
Apply for help desk specialist jobs
Now it's time to start searching for a help desk specialist 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 specialist job
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Average help desk specialist salary
The average help desk specialist salary in the United States is $51,065 per year or $25 per hour. Help desk specialist salaries range between $35,000 and $73,000 per year.
What am I worth?
How do help desk specialists rate their job?
Help desk specialist 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
Working with The people
There was nothing to like. Everyone was polite an hard workers
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
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Updated January 8, 2025
