Help Desk Representatives

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 706,360 computer support specialists employed in the United States.


Quick Facts
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
Alternate Title(s) Call Routing Specialist, Computer Support Specialist, External Help Desk Representative, Help Desk Manager, Internal Help Desk Representative, Level One Support Representative, Level One Support Specialist, Level Two Support Representative, Level Two Support Specialist
Salary Range $25,000 to $100,000
Employment Prospects Fair
Advancement Prospects Good
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
Education and Training
  • High School Diploma
  • Some Postsecondary Training
Related 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
Skills
  • Computer
  • Digital Media
  • Interpersonal
Personality Traits
  • Helpful
  • Problem-Solving
  • Technical
Licensure/Certification Recommended
Special Requirements None
Career Ladder
  • Help Desk Manager or Customer Service Manager
  • Help Desk Representative or Customer Service Specialist
  • Help Desk Representative Trainee

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SALARY FINDER

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Health Service Administrator

  • $0
  • 25
  • 50
  • 75
  • 100
  • 100+
Yearly Salary Range (US$ Thousands)