A Help Desk Specialist spends a lot of time being on a computer and learning all the ins and outs of the tech that they work with. They provide technical support to those who are experiencing issues with their computer hardware or software. A help desk specialist needs to be proficient in IT and love all things technology.
Help desk specialists assist customers who need help with software/computer issues, are experts at their company’s software or hardware so they can walk customers through the steps needed to fix their problems, and provide high-quality customer service at all times with customers. Experience in IT and project management software is preferred, as are basic computer skills.
Sample job description
Average salary and compensation
The average salary for a help desk specialist is $50,500 in the United States. Position salary will vary based on experience, education, company size, industry, and market.
| Location | Salary Low | Salary High |
|---|---|---|
| Phoenix, Arizona | $50,200 | $67,950 |
| Los Angeles, California | $56,650 | $76,650 |
| Denver, Colorado | $47,200 | $63,900 |
| Washington, DC | $57,500 | $77,800 |
| Miami, Florida | $47,000 | $63,600 |
| Orlando, Florida | $43,350 | $58,650 |
| Tampa, Florida | $43,800 | $59,250 |
| Atlanta, Georgia | $45,950 | $62,150 |
| Chicago, Illinois | $52,800 | $71,450 |
| Boston, Massachusetts | $57,100 | $77,250 |
| Minneapolis-St. Paul, Minnesota | $45,500 | $61,550 |
| New York City, New York | $60,100 | $81,300 |
| Philadelphia, Pennsylvania | $48,950 | $66,200 |
| Dallas, Texas | $47,650 | $64,450 |
| Houston, Texas | $47,200 | $63,900 |
| Seattle, Washington | $54,950 | $74,350 |
| National Average | $42,950 | $58,100 |
Sample interview questions
- Are IT skills important to a help desk service role?
- Do you have good communication skills?
- Are you able to communicate with a troublesome customer, and how would you resolve their issues?
- You receive a call from a user stating their monitor has gone black, how would you resolve this?
- What should you do when you aren’t able to answer a caller’s question?
- If the customer is dissatisfied with your service, what should be done?
- If a customer calls with audio problems on their computer, how would you troubleshoot this problem?
- What is the difference between RAM and ROM?
- Are you familiar with our product/software?
- Are you comfortable talking for long periods of time?
- How hard is it for you to explain complex issues in a simple manner?
