What is a help desk support job?
A help desk support job is a position within a company that is responsible for providing technical assistance to users who are experiencing issues with their technology. This can include anything from troubleshooting software problems to assisting with hardware setup. The main goal of a help desk support job is to ensure that users can effectively utilize the technology they have access to.
What do help desk support specialists usually do in this position?
A help desk support specialist is responsible for providing technical support to users who are experiencing issues with their technology. This can include identifying and resolving software or hardware problems, providing guidance on how to use software applications, and assisting with the setup and configuration of hardware. They may also be responsible for maintaining records of support requests and troubleshooting steps taken, as well as communicating with other members of the IT department to ensure that all issues are resolved in a timely manner.
Top 5 skills for a help desk support position
- Technical aptitude: A help desk support specialist needs to have a strong understanding of technology and be able to troubleshoot various issues.
- Communication skills: They must be able to communicate technical information in a clear and concise manner to users who may not be familiar with the technology.
- Problem-solving skills: They must be able to quickly identify and resolve issues to minimize downtime for users.
- Patience and empathy: They must be patient and empathetic when dealing with frustrated users who may be experiencing technical difficulties.
- Time management: They must be able to prioritize tasks and manage their time effectively to ensure that all support requests are addressed in a timely manner.
How to become a help desk support specialist
To become a help desk support specialist, you typically need to have a background in information technology or a related field. Many employers require a bachelor's degree in computer science or a similar field, although some may accept relevant experience in place of formal education. Additionally, you will need to develop strong technical skills and have experience working with a variety of hardware and software systems.
Average salary for a help desk support position
According to data from the Bureau of Labor Statistics, the median annual wage for computer support specialists, which includes help desk support positions, was $54,760 as of May 2020. However, salaries can vary widely depending on factors such as experience, education, and location.
Roles and types of help desk support positions
Help desk support positions can vary widely depending on the organization and the specific needs of the users they support. Some common roles within the field include:
- Tier 1 support: This is the first level of support, where help desk specialists provide basic troubleshooting assistance to users.
- Tier 2 support: This level of support involves more complex issues that require a higher level of technical expertise.
- Desktop support: This type of support is focused specifically on assisting users with desktop and laptop hardware and software issues.
- Network support: This type of support is focused on troubleshooting issues with network connectivity and infrastructure.
Locations with the most popular help desk support jobs in the USA
According to data from Indeed, some of the top locations for help desk support jobs in the USA include:
- New York, NY
- Washington, DC
- Chicago, IL
- Atlanta, GA
- San Francisco, CA
What are the typical tools used in help desk support positions?
Help desk support specialists typically use a variety of tools and software to assist with their work. Some common tools include:
- Remote desktop software: This allows help desk specialists to remotely access users' computers to troubleshoot issues.
- Help desk software: This is used to track support requests and manage communication with users.
- Knowledge base software: This is used to store information about common issues and solutions for quick reference.
- Diagnostic tools: These are used to diagnose and troubleshoot hardware and software issues.
In conclusion
Overall, a help desk support job can be a challenging but rewarding position for those with a strong technical aptitude and a passion for helping others. With the right skills and experience, a career in this field can offer a good salary and opportunities for growth and advancement within the IT industry.