Respond to requests for technical assistance in person, via phone, electronically
Diagnose and resolve technical hardware and software issues
Advise user on appropriate action
Follow standard help desk procedures
Log all help desk interactions
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Prepare activity reports
Stay current with system information, changes and updates
Recommended Education:
Prerequisite:
High school diploma or equivalent
Industry certifications
Job Skills:
A+ Certified
Network+ Certified
Security+ Certified
MCP Certified
Strong problem-solving, analytical, and communication skills
Communicate effectively on paper, email, phone, or in person
Troubleshoot computer hardware, software or network
Install new software on user's computers
Authoring training manuals
Evaluation of company hardware and software
Provide good customer service to phone calls and emails
Employment Opportunities:
Employment of computer support specialists is expected to increase by 13 percent from 2006-2016. In addition, this occupation is expected to add 155,000 jobs over the projection decade. Demand for these workers will result as organizations and individuals continue to adopt increasingly sophisticated technology. Job growth will continue to be driven by the ongoing expansion of the computer system design and related services industry, which is projected to remain one of the fastest-growing industries in the U.S. economy.
Job Outlook:
Computer support specialists held about 552,000 jobs in 2006. Although they worked in a wide range of industries, about 23 percent of all computer support specialists and systems administrators were employed in professional, scientific, and technical services industries, principally computer systems design and related services. Employers of computer support specialists range from startup companies to established industry leaders. As computer networks become an integral part of business, industries not typically associated with computers-such as construction-increasingly need computer support workers.
The earning potential of a Help Desk worker ranges from $27,500 to $37,000 annually.
Reference: U.S. Bureau of Labor Statistics Occupational Outlook Handbook, 2008-09 Edition
