Help desk support experts or computer support specialists provide technical support to individuals or companies. To help customers, help desk professionals must have both the technical knowledge to solve the problem and the customer service skills needed to interact with people with technical problems. Generally, an associate's or bachelor's degree in a computer-related field is required to work in this field, although people with remarkable technical knowledge or experience may also find employment.

Daily task

Help desk support experts can generally work for external computer manufacturers, IT companies, telecommunications companies or support services. You can also work for public or private finance, health and education services.

Technical support responds to professional phone calls or emails from customers who have technical problems with computers or related devices such as printers or routers. When you help a customer, the first step is to identify a person's computer problem. As part of the problem-solving process, technical support professionals often guide customers with technology problems through several steps to diagnose computer problems. Generally, this requires the ability to read and understand complex manuals and terminology, and then deliver information to customers using the basic terminology.

The help desk's technical staff generally document each customer's interaction so that other professionals are up to date when they need to deal with the case. Help desk experts generally work in a tiered system that in some cases covers first level support, but can pass advanced issues to higher level support or even to managers. This can include managing and storing secure passwords and credentials. They also need to give employers feedback on current customer difficulties and product-related problems.

Help desk technical support can also perform on-site diagnostics, install new software, and repair computer hardware. You may also need to identify and order the right hardware or software to meet a customer's needs.

Career information

The United States Department of Labor Statistics (BLS) anticipates that employment of IT support specialists will increase by 10% between 2018 and 2028, which is an above-average growth rate. Advances in technology that require individuals and organizations to adopt and understand new technologies will contribute to the demand for support specialists. In May 2018, the average annual salary for IT support specialists was $ 50,980, according to BLS data.

Educational requirements

According to the BLS, many employers prefer hiring help desk support professionals with a university degree, and some employers only hire support professionals who have a bachelor's degree in a computer-related field such as computers or computer systems engineering. In other cases, employers can hire people with no formal education who have the technical skills or experience to solve computer problems. In most companies, regardless of their education or training, all new employees have to undergo formal on-the-job training for one month to one year.

To sum it up again: if you have the training or experience, you can qualify for a job as a computer professional or it help desk job salary of $ 50,980. By 2028, employment opportunities for support workers are expected to grow faster than the 10% average.