Careers

Jobs

300+

Average Salary

$48,350

Work Experience

0-3 Years

Data from 2022-2023

Help Desk Technician

A computer support specialist who provides technical asistance to customers and employees. They are the first-line of defense when it comes to troubleshooting computer problems.
To become a Help Desk Technician, a person must have a degree in computer science or a related field. They must also have a strong understanding of computer hardware and software, as well as the ability to communicate effectively with customers. Once they have the necessary qualifications, they can then pursue a career as a Help Desk Technician, where they will provide technical support to customers and employees. They may also be responsible for maintaining and updating computer systems, setting up new users, and troubleshooting any system-related issues.

How do I get started?

Workplace Competencies

  • Help Desk Support
  • Technical Support
  • Operating Systems
  • Active Directory
  • Computer Hardware
  • Peripheral Devices
  • Desktop Support

Key Foundational Competencies

  • Computer Science
  • Information Systems
  • Customer Support

Common Skills

  • Troubleshooting (Problem Solving)
  • Customer Service
  • Communications
  • Problem Solving
  • Management
  • Detail Oriented
  • Coordination
  • Information Technology
  • Verbal Communication Skills
  • Planning

What skills do I need?

Required Technologies

  • Active Directory
  • Operating Systems
  • Microsoft Office
  • Microsoft Office 365
  • ServiceNow
  • Microsoft Excel
  • Microsoft Windows
  • Microsoft Outlook
  • Apple IOS
  • Microsoft Windows 10

Special Skills or Competencies

  • Computer Science
  • Desktop Support
  • Issue Tracking
  • Computer Hardware

Other Job Titles and Roles

  • Help Desk Analysts
  • IT Specialists
  • Roadway Project Managers
  • IT Support Technicians
  • Desktop Support Managers
  • IT Support Specialists
  • Service Desk Analysts
  • Desktop Support Analysts

Career Outlook

Organizations are constantly implementing, updating and upgrading their technology. Therefore, there are plenty of positions for Help Desk support people. This position is growing at an average pace of 9% through 2030.

Advancement Opportunities

There are many advancement opportunities for Help Desk support technicians with experience. The job allows you to get your foot in the door for higher positions, such as an IT Manager, a Network Administrator, or an IT Security Specialist.
Help Desk Technician education, certifications, and experience qualify you for a variety of job roles:
  • IT Support Specialist
  • Desktop Support Specialist
  • IT Systems Administrator
  • PC & Hardware Repair
  • Field Service Technician
  • Windows Administrator

HELP DESK TECHNICIAN PATHWAY

The pathway below represents a typical career pathway in the ever-changing industry of IT. The colored-in circle represents the critical occupation.

Resources

Certifications

Certifications for help desk technicians are essential credentials that validate their expertise in providing technical support and assistance to end-users. These certifications often cover topics such as hardware troubleshooting, software support, network fundamentals, and customer service skills. Earning these certifications demonstrates a commitment to professionalism and competence in the IT support industry, enhancing career prospects and earning potential. Many employers prefer or require certified help desk technicians, as these credentials ensure that professionals are well-equipped to efficiently resolve technical issues and provide excellent customer service.
Learn more

Non-Credit Training

Non-credit training for help desk technicians offers a flexible and practical route to acquire essential IT support skills without the commitment of a formal degree program. These programs typically focus on hands-on, real-world scenarios, enabling participants to troubleshoot hardware and software issues, handle customer inquiries, and manage IT resources effectively. Non-credit training often caters to individuals looking for quick entry into the IT support field, as it emphasizes practical skills and industry-specific knowledge. These programs are accessible and cost-effective, making them an attractive option for those seeking to jumpstart a career as a help desk technician or enhance their existing skill set in the IT support industry.
Learn more

Apprenticeships

Apprenticeships for help desk technicians offer a valuable opportunity for individuals to gain practical, on-the-job experience in IT support. During these programs, apprentices work alongside experienced professionals, learning how to troubleshoot hardware and software issues, provide technical assistance to end-users, and manage IT infrastructure effectively. This mentorship-based approach allows apprentices to develop problem-solving skills and customer service expertise while receiving guidance from seasoned experts in the field. Apprenticeships provide a structured pathway for aspiring help desk technicians to enter the industry with the confidence and skills necessary to excel in their roles and advance their careers in IT support.
Learn more

Education

Computer Network and Security Certificate
Award of less than 1 academic year
On campus or online

Computer Science
Associates Degree
On campus or online

Information Technology
Bachelors Degree
On campus or online

600 Valley Road,
Summerdale, PA 17093-0309
www.centralpenn.edu

Computer Science
Bachelor’s Degree
On campus

College and Louther Streets,
Carlisle, PA 17013-2896
www.dickinson.edu

Computer and Information Sciences
Bachelor’s Degree
On campus

Information Systems
Bachelor’s Degree
On campus

Data Science
Bachelor’s Degree
On campus

One Alpha Drive,
Elizabethtown, PA 17022-2298
www.etown.edu

Data Analytics Certificate
Award of less than 1 academic year
On campus

Computer Science Education
Award of less than 1 academic year
On campus

One Alpha Drive,
Elizabethtown, PA 17022-2298
www.etown.edu

Computer Science
Bachelor’s Degree
On campus

College Ave,
Lancaster, PA 17604-3003
www.fandm.edu

Computer Science
Bachelor’s Degree
On campus

300 N Washington St,
Gettysburg, PA 17325
www.gettysburg.edu

Computer and Information Sciences
Award of less than 1 academic year
On campus or online

Computer and Information Sciences
Associate’s Degree
On campus or online

Computer Information Security
Associate’s Degree
On campus or online

Computer Systems Networking and Telecommunications
Award of less than 1 academic year
On campus or online

Computer Systems Networking and Telecommunications
Associate’s Degree
On campus or online

Geospatial Technology
Award of less than 1 academic year
On campus or online

Geospatial Technology
Associate’s Degree
On campus or online

1 HACC Dr.,
Harrisburg, PA 17110-2999
www.hacc.edu

Computer and Information Sciences
Bachelor’s Degree
On campus or online

Computer and Information Sciences
Postbaccalaureate certificate
On campus

Information Technology
Bachelor’s Degree
On campus or online

Information Systems Engineering and Management
Master’s Degree
On campus

Computer Science
Master’s Degree
On campus

Geospatial Technology
Bachelor’s Degree
On campus

Cybersecurity Operations and Management
Bachelor’s Degree
On campus or online

Cybersecurity Operations and Control Management
Master’s Degree
On campus or online

Esports Management, Production, and Performance
Bachelor’s Degree
On campus or online

326 Market Street,
Harrisburg, PA 17101-2208
www.harrisburgu.edu

Computer Science
Bachelor’s Degree
On campus or online

101 N College Ave,
Annville, PA 17003-1400
www.lvc.edu

Network Technology
Award of at least 1 but less than 2 academic years
On campus

833 Metro Dr,
Lebanon, PA 17042
www.lcctc.edu

Information Science/Studies
Bachelor’s Degree
On campus

Computer Science
Bachelor’s Degree
On campus

One University Avenue,
Mechanicsburg, PA 17055
www.messiah.edu

Computer Science
Bachelor’s Degree
On campus

Information Technology
Bachelors Degree
On campus

1 South George Street,
Lyle Hall,
Millersville, PA 17551-0302
millersville.edu

Animation and Game Art
Bachelor’s Degree
On campus or online

204 N. Prince St.
Lancaster, PA 17603
pcad.edu

Computer Science
Bachelor’s Degree
On campus or online
Computer Science
Master’s Degree
On campus or online
Information Science and Technology
Bachelor’s Degree
On campus or online
Information Systems
Master’s Degree
On campus or online
Cybersecurity Analytics and Operations
Bachelor’s Degree
On campus or online
777 West Harrisburg Pike,
Middletown, PA 17057-4846
harrisburg.psu.edu
Cybersecurity Certificate Program
Award of less than 1 academic year
On campus or online
Information Technology
Bachelor’s Degree
On campus or online
Cybersecurity Analytics and Operations
Bachelor’s Degree
On campus or online
Information Science and Technology
Award of less than 1 academic year
On campus or online
Information Science and Technology
Associate’s Degree
On campus or online
1031 Edgecomb Avenue,
York, PA 17403-3326
york.psu.edu
Computer Science, Artificial Intelligence
Bachelor’s Degree
On campus
Computer Science, Applications
Bachelor’s Degree
On campus
Computer Science
Bachelor’s Degree
On campus
Computer Science
Master’s Degree
On campus
Computer Science, Computer Graphics and Gaming
Bachelor’s Degree
On campus
Computer Engineering
Bachelor’s Degree
On campus
1871 Old Main Drive,
Shippensburg, PA 17257-2299
ship.edu
Computer and Network Systems Administration
Associate’s Degree
On campus
Computer Software Engineering
Associate’s Degree
On campus
750 E King St,
Lancaster, PA 17602-3198
stevenscollege.edu
Computer Science
Bachelor’s Degree
On campus
Computer Engineering, General
Bachelor’s Degree
On campus
441 Country Club Rd,
York, PA 17403-3651
ycp.edu
CompTIA CySA+ Exam Preparation
Award of less than 1 academic year
Online
CompTIA ITF+ Exam Preparation
Award of less than 1 academic year
Online
CompTIA Linux+ Exam Preparation
Award of less than 1 academic year
Online
CompTIA Network+ Exam Preparation
Award of less than 1 academic year
Online
CompTIA Security+ Exam Preparation
Award of less than 1 academic year
Online
2179 S Queen St,
York, PA 17402-4696
ytech.edu
Computer and Data Management
Associate’s Degree
Online
Cybersecurity
Associate’s Degree
Online
1405 Williams Road,
York, PA 17402
yti.edu
Computer Information Systems
Bachelor’s Degree
On campus or online
250 University Avenue,
California, PA 15419
calu.edu
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