Help Desk Specialist

Typical Work Tasks
People who work in this career often:

• Install computer hardware.
• Install computer software.
• Resolve computer software problems.
• Conduct research to gain information about products or processes.
• Read documents to gather technical information.
• Collaborate with others to determine design specifications or details.
• Collaborate with others to resolve information technology issues.
• Update knowledge about emerging industry or technology trends.
• Document operational activities.
• Modify software programs to improve performance.

Typical Working Conditions

• Using e-mail.
• The importance of being accurate or exact.
• Freedom to make decisions without supervision.
• Working with a group or team.
• Sitting.
• Working indoors in environmentally controlled conditions.
• Meeting strict deadlines.

Tools & Technology used by Help Desk Specialists

Source: Minnesota CAREERwise

Most Important Skills for Help Desk Specialists

• Listening—Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading—Understanding written sentences and paragraphs in work related documents.
• Speaking—Talking to others to convey information effectively.
• Thinking Critically—Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Teaching—Teaching others how to do something.
• Helping Others—Actively looking for ways to help people.
• Learning New Things—Understanding the implications of new information for both current and future problem-solving and decision-making.
• Solving Complex Problems—Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Making Decisions—Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Monitoring Performance—Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Most Important Knowledge Areas for Help Desk Specialists

• Computers and Electronics—Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Customer and Personal Service—Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Public Safety and Security—Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
• Engineering and Technology—Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
• English Language—Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Education and Training—Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
• Telecommunications—Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
• Administration and Management—Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Mathematics—Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
• Clerical—Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Interests
Different careers may be a good fit for your personality or interests. This career is:

• Realistic—Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
• Conventional—Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.

Source: Minnesota CAREERwise

Low indicates 25% of workers earn less and 75% earn more. Median indicates 50% of workers earn less and 50% earn more. High indicates 75% of workers earn less and 25% earn more.

Source: Career OneStop

Demand
This career is seeing high growth compared to other careers. There will be a need for about 12,420 new Computer User Support Specialists to meet market demand between 2018-2028. This includes the demand due to replacement (workers leaving the occupation or retiring) as well as growth.

Source: Minnesota CAREERwise

This career is best for those with at least an Associates degree. This career does not require a license, but industry certifications can help you move ahead.

View the local post-secondary education options for this career from Central Lakes College.

Spotlight on Central Lakes College

• Why consider CLC?
• Virtual Campus Tours: Brainerd Campus, Staples Campus
• Learn more about the CLC Honors Program.
• Attend CLC, and you may never need to buy a textbook.

If you have a physical, mental, developmental, or cognitive condition that requires educational support, learn about support options at CLC.

Helpful High School Courses
Examples of helpful classes that help you prepare for this career:

• Algebra I and II
• Analytic Geometry
• Electronics
• Graphic Arts
• Journalism
• Keyboarding
• Multimedia
• Network Systems
• Pre-Calculus
• Technical Writing
• Trigonometry
• Web Page Design

Source: Minnesota CAREERwise