Help Desk Representatives

Help Desk Representatives in Call Center

Help desk representatives assist computer users by advising them on how to solve problems relating to their computers, software, or peripheral devices. Help desk positions include call routing specialists, help desk representatives, level one support specialists, level two support specialists, and help desk managers. Computer support in general is challenging work, usually requiring the employee to help frustrated users solve problems in a timely manner. The job requires the representative to use a combination of psychology and analytical problem-solving skills. Help desk representatives need strong communication and technical skills. The U.S. Department of Labor classifies help desk representatives under the general category of computer support specialists. There are approximately 769,630 computer support specialists employed in the United States.

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Quick Facts
Alternate Title(s) Call Routing Specialists, Computer Support Specialists, External Help Desk Representatives, Help Desk Managers, Internal Help Desk Representatives, Level One Support Representatives, Level One Support Specialists, Level Two Support Representatives, Level Two Support Specialists
Duties Provide help and advice to people using computer software or equipment; train users in how to use new computer software and hardware; track trends in computer users' problems
Salary Range $25,000 to $100,000+
Work Environment Primarily Indoors
Best Geographical Location(s) Opportunities exist in major urban areas and other regions around the world, with concentrations in New York City, Washington, D.C., Atlanta, Dallas, and Los Angeles
Minimum Education Level
  • High School Diploma
  • Some Postsecondary Training
School Subjects
  • Computer Science
  • Psychology
  • Speech
Experience One to two years of prior customer service experience; on-the-job training of up to three months
Personality Traits
  • Helpful
  • Problem-Solving
  • Technical
  • Computer
  • Digital Media
  • Interpersonal
Certification or Licensing Recommended
Special Requirements None
Employment Prospects Fair
Advancement Prospects Good
Outlook Faster than the Average
Career Ladder
  • Help Desk Manager or Customer Service Manager
  • Help Desk Representative or Customer Service Specialist
  • Help Desk Representative Trainee