Help Desk Specialist

Job Description

Do you spend a lot of time on your computer, and enjoy modifying and upgrading it, and learning all the ins and outs of it? If you love and have a talent for the ever-changing world of computers, you may have the tools and interest to embark on an in-demand career in IT and computer support … a path that often starts as a Help Desk Specialist.

Computers and computer systems have never been more integral and vital to companies than today. Almost everyone uses them, but few know how to fix computer issues that crop up, or install new hardware and software when needed.

This is where the Help Desk Specialist comes in. Often, they’re the first contact other workers have with the IT department, and they rely on and value the Help Desk in assisting them with computer issues — often issues that, when fixed, make the difference between a productive and unproductive day. To that end, Help Desk Specialists, and IT staff in general, are a crucial part of ensuring their company functions well on a daily basis. Jobs in this area are in demand and looking for quality candidates.

Typical Duties and Responsibilities

  • Respond to emails from employees and customers seeking help with software or computer-related issues
  • Learn the functions and back end of your company’s software program so you can walk users through steps to achieve specific goals
  • Aid the development team in conceptualizing updates and upgrades that will enhance users’ experience
  • Maintain a high level of courteous customer service at all times

Education and Background

A high school diploma or GED is required for this position (an associate degree is preferred).

Skills and Proficiencies

  • Some experience in an IT-related position
  • Excellent customer service skills
  • Strong verbal communication and problem-solving skills
  • Ability to work in a fast-paced environment
  • Familiarity with project management software a plus

Compensation

According to Payscale the median annual salary of a Help Desk Specialist with

1 Year of Experience:

  • Orlando, Florida: $32,000
  • Tampa, Florida: $36,000
  • Jacksonville, Florida: $41,000
  • Miami, Florida: $38,000
  • Atlanta, Georgia: $42,000
  • Chicago, Illinois: $40,000
  • Houston, Texas: $44,000
  • Los Angeles, California: $54,000
  • New York City, New York: $55,000
  • Seattle, Washington: $48,000
  • Overall: $41,000

5 Years of Experience:

  • Orlando, Florida: $36,000
  • Tampa, Florida: $43,000
  • Jacksonville, Florida: $46,000
  • Miami, Florida: $50,000
  • Atlanta, Georgia: $50,000
  • Chicago, Illinois: $47,000
  • Houston, Texas: $52,000
  • Los Angeles, California: $57,000
  • New York City, New York: $65,000
  • Seattle, Washington: $53,000
  • Overall: $51,000

Similar Job Titles

Career Path

Becoming a Help Desk Specialist can be the first step on a career path in IT and computer support. It starts with earning a high school diploma or GED, with an associate degree often preferred. This path can start as an entry-level position, but can have numerous opportunities for growth and advancement, based on experience, performance, and keeping up with new computer software and systems.

In addition, Help Desk Specialists can seek to further their career through completing courses and training that can bolster their skills and knowledge in the field.

Position Trends

With digital information being the lifeblood of virtually every industry, and therefore many people in these organizations working on computers, the constant need for upgrades — and support during and after those upgrades, as well as helping fix other computer issues — is an ongoing trend. Help Desk jobs can be found at nearly every company with staff using computers, in many sectors of the economy.

Job Outlook

According to the U.S. Bureau of Labor Statistics, the outlook for computer support positions is 10 percent job growth through 2028. With more support services needed as organizations upgrade their computer equipment and software, growth will likely continue.

Typical Hours

The work hours for a Help Desk Specialist are typically from 9 a.m. to 5 p.m. Monday through Friday in an office setting. However, longer or different hours may, at times, be necessary.

Where You Can Find Jobs

  • 4 Corner Resources
  • Career Builder
  • Glassdoor
  • Indeed
  • LinkedIn
  • Monster

Are You Interested in Becoming a Help Desk Specialist?

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