What does a Help Desk Analyst do?
Helpdesk technicians provide tech support services, usually from a distance via phone or an online chat tool. By asking the customer targeted questions and using remote troubleshooting tools, they identify the problem and perform fixes or suggest recommended actions. They may also assist with security issues, program updates, and providing technical advice.
Helpdesk technicians typically have a bachelor’s degree in a computer science field, although an equivalent level of relevant professional experience may be acceptable. They would be expected to have extensive knowledge of common software programs and hardware components, and have familiarity with resolving common technical issues. They must have in-depth expertise with the particular systems or services used by their organization and its clients. Hands-on experience with remote troubleshooting tools and automation programs is helpful.
- Develop and provide technical coaching, and mentoring to other help-desk employees.
- Maintain informational pamphlets and product binders at the Help Desk.
- Oversee implementation of desktop configuration management at the help desk level.
- Gather accurate technical information from customers on reported issues.
- Maintain accurate inventory for all IT hardware and software.
- Assist with implementation and maintenance of hardware, software and peripherals.
- Monitor and perform audits of computer systems and backups.
- Responsible for entering time and expenses as they occur.
- Provide professional end-user support via telephone, email or web.
- Provide appropriate documentation on services provided and status updates as needed.
- Train and provide support to client staff on new technology implementations.
- Assist users with account creation, accessing and using IT systems.
- Track and route problems and requests and document resolutions.
- Manage and support a team of help desk technicians.
- Troubleshoot performance issues and issues with browsers and plugins.
- Answer all incoming calls and create a ticket by documenting the reported issue and all prominent details.
- Bachelor's Degree in computer science, information systems or IT, or equivalent experience.
- Fluent in a variety of programming languages, software, and systems.
- Experience with computing.
- A natural problem solver.
- Fluent in computer literacy practices and procedures.
- Demonstrated sound attention to detail.
- Fluent in mechanisms such as peripherals.
- Comfortable providing technical assistance and fixing issues that arise.
- Experience working with smart devices such as tablets.
How much does a Help Desk Analyst make?
Help Desk Analyst Career Path
Learn how to become a Help Desk Analyst, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Years of Experience Distribution
Help Desk Analyst Insights
“Great but I wish I didn’t work on the weekends but awesome stFf and workers there and I think the”
“Promotion often go to people that are not qualified but are close friends with management.”
“It's not the best insurance I've ever had but it's not terrible.”
“My direct boss was great to work for and I had a fantastic team to work with.”
“The company is good and I'm learning many things will be helpful for my career development.”
“Great Place to kick start your career and maybe grow within depending on your field.”
“Caltech is a wonderful place to work and is full of opportunities for career development.”
“Management didn't seem to really know what they were doing and didn't understand fundamental concepts.”
Help Desk Analyst Interviews
Frequently asked questions about the role and responsibilities of helpdesk technicians
Helpdesk technicians use investigative skills to assist others and troubleshoot technical issues. A typical day of a helpdesk technician includes walking customers through software and computer problems and making recommendations on how to resolve them. They may assist customers via phone, computer, or in some cases, in person.
Helpdesk technicians are in-demand as businesses need people with good computer skills to assist customers with technical problems. One advantage of becoming a helpdesk technician is that they usually have optimal working conditions, with the ability to work in an office during traditional business hours. Some may have the option to work remotely.
The average salary for helpdesk technicians is $52,580 per year on average in the United States. Salary can vary depending on experience and certifications, but some helpdesk technicians can earn up to $75,137 per year. Some technicians may also work on a contract basis, earning a per-customer fee.
Working as a helpdesk technician can be rewarding, but it can also be challenging at times. One of the challenges of being a helpdesk technician is that customers with all different technical backgrounds turn to them to solve their computer and technology problems. However, the ability to solve problems and help others can also be rewarding.