Help Desk Specialist Job Descriptions, Average Salary, Interview Questions

What Does a Help Desk Specialist Do?

Help desk specialists provide technical support for computer and technology users. A variety of industries and organizations employ them, such as businesses, educational institutions, governmental agencies, and healthcare facilities. A help desk specialist provides technical support for issues related to computers, software, or other technology. By identifying root causes, they provide solutions to problems. Using email, chat, or the phone, they can guide users through the steps to resolve the issue.

In addition to providing excellent customer service, help desk specialists ensure that clients’ issues are resolved in a timely and satisfactory manner. They are responsible for making sure that technology users can effectively and efficiently use their systems, as well as resolving any issues they encounter.

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National Average Salary

Help desk specialist salaries vary by experience, industry, organization size, and geography. To explore salary ranges by local market, please visit our sister site

The average U.S. salary for a Help Desk Specialist is:


Help Desk Specialist Job Descriptions

Example 1

Primary duties

  • Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution. Able to troubleshoot complex technical issues and develop easy to understand solutions
  • Follow-up with end users to provide status updates
  • Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets)
  • Communicates with customers at all levels of technical and non-technical
  • Works collaboratively with people across the organization
  • Support for PCs, laptops, printers, cell phones, tablets, etc.
  • Supports end users in their use of applications such as Microsoft Office, Deltek, Ultipro, CAD Software (i.e., Autodesk Bentley, etc.) including installation, modification, and repair
  • Troubleshoots networks, servers, hardware systems, operating systems, and application technical issues
  • Creates and manages technical documentation
  • Assists the engineering team with project implementation
  • Ensures compliance with all Policies and Procedures

Education and requirements

  • Minimum of 3-5 years experience in MSP field or technical support level 2 or higher
  • Minimum of 3-5 years experience in System Administration, Switching, Compliance, Microsoft Active Directory, and MSP related service offerings
  • Professional, teachable, willing to learn, and open minded
  • A team player, courteous, pleasant to work with
  • Experience with installation and support of various CAD applications (i.e., Autodesk, Bentley, etc.)
  • Demonstrated knowledge in Microsoft server configuration and administration including Active Directory
  • One or more of the following certifications: A+, MS Desktop Administrator, Network+
  • Excellent organizational, interpersonal, and communication skills (both oral and written) and experience with direct client communication
  • Experienced in performing needs-assessment and making solution recommendations
  • Ability to work in a team environment and demonstrate strong problem-solving skills
  • Ability to multi-task and work multiple projects/issues simultaneously
  • Some physical work required such as installing and managing cables
  • Able to lift up to 50 lbs. servers
  • Availability to work weekends
  • Must be able to work in the US
  • Valid Driver’s License
  • Ability to travel
  • A team player, courteous, pleasant to work with

Preferred qualifications

  • Professional, teachable, willing to learn, and open minded
  • Intermediate experience in System Administration, IT Security, VPN Configuration, Routing and Switching, Compliance, Virtualization, Microsoft Active Directory

Example 2


  • Virtually all PC support
  • Password Resets
  • Help Desk will communicate with clients via email, phone, or ticketing system
  • Answer incoming calls, create tickets
  • Evaluate and prioritize IT tickets to support customers remotely
  • As a Help Desk, you will coordinate escalation of unresolved or emergency support issues
  • Work with clients to ensure client satisfaction and resolve complaints


  • Desktop/Laptop experience
  • Printers, Fax & Scanner
  • Desktop and Laptop peripherals
  • Active Directory
  • Network (Coordination, with Vendors and other IT Teams, small scale jobs)
  • Server (Coordination, with Vendors and other IT Teams, small scale jobs)
  • Cabling (Coordination, with Vendors and other IT Teams, small scale jobs)
  • Video Conferencing (Coordination, with Vendors and other IT Teams, small scale jobs)
  • Wi-Fi Connection (Coordination, with Vendors and other IT Teams, small scale jobs)
  • VoIP (Coordination, with Vendors and other IT Teams, small scale jobs)
  • Experience with installing new software
  • Report, coordinate, and escalate issues/errors to existing application or corporate IT Support teams
  • Knowledge in Windows operating systems, Networking, desktop services

Example 3

The Help Desk Specialist position provides support to users by researching and answering questions, resolving problems, providing resources.

Job duties

  • Provides answers to clients by identifying problems, researching answers, guiding client through corrective steps
  • Improves client references by writing and maintaining documentation
  • Participates in development of client training programs by identifying learning issues and recommending instructional language
  • Accommodates client disabilities by recommending devices and techniques
  • Avoids legal challenges by monitoring compliance with service agreements
  • Improves system performance by identifying problems and recommending changes
  • Updates job knowledge by participating in educational opportunities and maintaining personal networks
  • Accomplishes information systems and organization mission by completing related results as needed
  • Skills/Qualifications: Problem Solving, Help Desk Experience, Phone Skills, Customer Service, Training, Verbal Communication, Coaching, Documentation Skills, Network Troubleshooting, Networking Knowledge, Product Knowledge, etc.


  • Must be A+ Certified
  • Related Helpdesk experience
  • Strong on-site and remote troubleshooting skills
  • The ability to lift 50lbs.

Sample Interview Questions

  • How did you get into IT?
  • What strategies do you use to troubleshoot and resolve issues for computer users?
  • What steps do you take to ensure that issues are addressed promptly in a fast-paced help desk environment?
  • Have you ever had to escalate a technical issue to a higher level of support, and what steps did you take to resolve the problem?
  • Do you keep up with technology trends and changes, and how does it affect your work?
  • Do you use ticketing systems or other help desk software to manage and track support requests?
  • What strategies have you found to be most effective in providing excellent customer service to users?
  • Have you ever had to adapt to a new or unfamiliar technology, and what steps did you take to learn and master it?
  • To defuse difficult situations, how do you deal with frustrated or upset users due to technical issues?
  • What are some trends you see in IT that will affect the industry?

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