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.

Salary Range

$25,000 to $100,000+

Minimum Education Level

High School Diploma

Certification/License

Recommended

Outlook

Faster than the Average

Personality Traits

Helpful

Problem-Solving

Technical

Career Ladder

Help Desk Manager or Customer Service Manager

Help Desk Representative or Customer Service Specialist

Help Desk Representative Trainee