Help Desk Support Specialist

Last Updated:
June 29, 2023

Job Description Overview

As a Help Desk Support Specialist in the Information Technology (IT) industry, your main role is to provide technical support to end-users. You will serve as a first point of contact for employees who have concerns or issues with any technology aspect of the organization. Your major responsibilities would involve responding to requests, troubleshooting and resolving technical issues, documenting, and managing problems.

To excel in this Help Desk Support Specialist job description, you must have sound technical knowledge and excellent communication skills. You will have to update and maintain various IT systems and software applications, and support key business operations by delivering timely solutions. You will also be responsible for keeping a record of all support requests to facilitate reporting and analysis as well as identifying patterns and trends.

Overall, this Help Desk Support Specialist job description requires a service-oriented, customer-focused mindset, and an ability to handle high-stress situations with professionalism and efficiency.

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Job Duties and Responsibilities

  • Provide technical support and troubleshoot issues for computer hardware, software, and peripherals.
  • Answer and respond to customer inquiries via phone, email, or in-person.
  • Identify, analyze and document problems, and escalate issues to higher-level support personnel when necessary.
  • Deliver excellent customer service and maintain a positive and patient attitude when dealing with challenging users.
  • Stay up-to-date with new technologies and industry trends to assist with providing the best possible support to end-users.
  • Create and maintain user accounts and permissions for various systems and applications.
  • Install, configure, and maintain software licenses, anti-virus protection, and firewalls.
  • Collaborate with other IT teams to resolve complex issues and ensure reliable network and system performance.
  • Maintain IT documentation and knowledge base articles to facilitate the resolution of recurring problems.

Experience and Education Requirements

To be a Help Desk Support Specialist in the Information Technology industry, you usually need education and experience in computer technology. You should have a high school diploma or a GED, and some employers may require an associate's degree in computer technology or related fields. Experience in customer service is a plus, and some employers will train you even if you don't have any previous experience. You should be comfortable with computer software and hardware, and know how to troubleshoot issues. Communication skills are also important since you will be dealing with customers. Overall, a combination of education and experience will make you attractive to employers looking to fill this position.

Salary Range

A Help Desk Support Specialist is an entry-level position in the Information Technology industry. They are responsible for responding to technical inquiries from employees, troubleshooting issues, and providing solutions. The average salary range for a Help Desk Support Specialist in the United States is between $30,000 - $50,000 per year. However, some companies may offer more, especially for those who have experience working with different operating systems and software. 

In other countries, the salary range for this role may vary. In Canada, the salary range for a Help Desk Support Specialist is between CAD $35,000 - CAD $55,000 per year. In Australia, the salary range is between AUD $45,000 - AUD $70,000 per year. 



Career Outlook

If you're interested in pursuing a career as a Help Desk Support Specialist in the Information Technology industry, the job outlook appears to be pretty good. According to the U.S. Bureau of Labor Statistics, employment for computer support specialists (which includes Help Desk Support Specialists) is projected to grow 10 percent from 2018 to 2028, faster than the average for all occupations. This growth is due to increased demand for IT services in almost every industry. As companies continue to rely on technology, the need for specialized IT workers like Help Desk Support Specialists will keep growing. So if you're good with computers and enjoy helping people with their tech problems, this may be a good career choice for you!

Frequently Asked Questions (FAQ)

Q: What does a Help Desk Support Specialist do?

A: A Help Desk Support Specialist provides technical support to end-users, troubleshooting hardware and software issues, and resolves issues remotely or onsite.

Q: What qualifications do I need to become a Help Desk Support Specialist?

A: A Help Desk Support Specialist usually requires at least a high school diploma or equivalent, but a degree in a related field such as Computer Science or Information Technology is often preferred. Employers may also require certifications such as CompTIA A+ or Microsoft Certified Solutions Associate.

Q: What skills do I need to be a successful Help Desk Support Specialist?

A: Successful Help Desk Support Specialists require strong problem-solving and critical thinking skills, proficient communication and customer service skills, and a deep understanding of computer hardware, software, and networks.

Q: What are the working hours for a Help Desk Support Specialist?

A: Help Desk Support Specialists may work various hours depending on the organization. Many work typical business hours Monday to Friday. However, some organizations may require flexible hours or shift work, so the specialist can be available to provide support outside normal business hours.

Q: What opportunities are there for advancement as a Help Desk Support Specialist?

A: Advancement opportunities for Help Desk Support Specialists may include moving up to a more senior support role or progressing to a Network or Systems Administrator. With additional experience, Help Desk Support Specialists may also move into management roles.

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