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Information Technology | Help Desk Technician / Analyst

Help Desk Technician / Analyst

What Does a Professional in this Career Do?

A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.

Job Outlook

There were 2280 Help Desk Technician / Analyst job postings in North Carolina in the past year and 78580 in the United States.

In combination with other careers in the Computer Support Specialist industry, which includes the Help Desk Technician / Analyst career, the following graph shows the number of people employed for each year since 2015:

Salary

Many new Help Desk Technician / Analyst jobs have salaries estimated to be in the following ranges, based on the requirements and responsibilities listed in job postings from the past year.

National

The average estimated salary in the United States for this career, based on job postings in the past year, is $49,849.

State

The average estimated salary in North Carolina for this career, based on job postings in the past year, is $47,811.

Percentiles represent the percentage that is lower than the value. For example, 25% of estimated salaries for Help Desk Technician / Analyst postings in the United States in the past year were lower than $43,129.

Education and Experience

Posted Help Desk Technician / Analyst jobs typically require the following level of education. The numbers below are based on job postings in the United States from the past year. Not all job postings list education requirements.

Education LevelPercentage
Associate's Degree22.44%
Bachelor's Degree27.07%
Master's Degree2.29%
Doctoral Degree0.22%
Other20.17%

Posted Help Desk Technician / Analyst jobs typically require the following number of years of experience. The numbers below are based on job postings in the United States from the past year. Not all job postings list experience requirements.

Years of ExperiencePercentage
0 to 2 years55.54%
3 to 5 years38.32%
6 to 8 years4.48%
9+ years1.66%

Skills

Below are listings of the most common general and specialized skills Help Desk Technician / Analyst positions expect applicants to have as well as the most common skills that distinguish individuals from their peers. The percentage of job postings that specifically mention each skill is also listed.

Baseline Skills

A skill that is required across a broad range of occupations, including this one.

  • Troubleshooting (Problem Solving) (66.32%)
  • Customer Service (53.19%)
  • Communication (46.28%)
  • Problem Solving (32.7%)
  • Microsoft Office (26.5%)
  • Management (25.72%)
  • Information Technology (17.43%)
  • Operations (14.97%)
  • Writing (14.65%)
  • Detail Oriented (14.25%)

Defining Skills

A core skill for this occupation, it occurs frequently in job postings.

  • End-User Training And Support (8.84%)
  • Software Installation (8.09%)
  • Microsoft Windows 7 (8.22%)
  • Active Directory (30.11%)
  • Microsoft Windows 10 (17.4%)
  • Technical Support (38.6%)
  • Mac OS (8.23%)
  • Computer Hardware (22.14%)
  • Operating Systems (31.51%)
  • Desktop Support (28.71%)
  • Network Troubleshooting (10.31%)
  • Help Desk Support (64.63%)
  • Virtual Private Networks (VPN) (11.17%)
  • Peripheral Devices (22.01%)
  • Issue Tracking (21.13%)

Necessary Skills

A skill that is requested frequently in this occupation but isn’t specific to it.

  • Microsoft 365 (4.8%)
  • Microsoft Azure (3.65%)
  • Microsoft Teams (5.82%)
  • Apple IOS (9.19%)
  • Customer Support (10.01%)
  • Call Center Experience (7.99%)
  • Computer Science (14.54%)
  • Incident Management (4.12%)
  • TCP/IP (5.96%)
  • Service-Level Agreement (6.16%)
  • IT Service Management (9.68%)
  • Microsoft SharePoint (4.56%)
  • Local Area Networks (9.7%)
  • Information Technology Infrastructure Library (8.31%)
  • Windows Servers (5.19%)
  • Microsoft Office 365 (17.79%)
  • ServiceNow (14.69%)

Distinguishing Skills

A skill that may distinguish a subset of the occupation.

  • Hardware Troubleshooting (7.34%)
  • Deskside Support (3.98%)
  • Network Printers (3.86%)
  • Microsoft Operating Systems (3.32%)
  • Phone Support (3.83%)
  • Remote Desktop Services (4.8%)
  • Remote Access Systems (6.43%)
  • Windows Desktop (3.11%)
  • Microsoft Intune (Mobile Device Management Software) (4.12%)
  • User Accounts (5.07%)

Salary Boosting Skills

A professional who wishes to excel in this career path may consider developing the following highly valued skills. The percentage of job postings that specifically mention each skill is listed.

  • Network Printers (5.51%)
  • End-User Training And Support (12.61%)
  • Microsoft Windows 7 (11.72%)
  • Microsoft Windows 10 (24.82%)
  • Active Directory (42.96%)
  • Technical Support (55.06%)
  • Network Troubleshooting (14.71%)
  • Phone Support (5.46%)
  • Remote Access Systems (9.17%)
  • Remote Desktop Services (6.84%)
  • Windows Desktop (4.43%)
  • Microsoft Intune (Mobile Device Management Software) (5.88%)

Alternative Job Titles

Sometimes employers post jobs with Help Desk Technician / Analyst skills but a different job title. Some common alternative job titles include:

  • Help Desk Technician
  • Desktop Support Technician
  • Help Desk Analyst
  • Help Desk Specialist
  • Service Desk Analyst
  • IT Help Desk Technician
  • Service Desk Technician
  • Desktop Support Manager
  • Help Desk Support Technician
  • Desktop Support Analyst

Similar Occupations

If you are interested in exploring occupations with similar skills, you may want to research the following job titles. Note that we only list occupations that have at least one corresponding NC State Online and Distance Education program.

Common Employers

Here are the employers that have posted the most Help Desk Technician / Analyst jobs in the past year along with how many they have posted.

United States

  • Robert Half (2966)
  • TEKsystems (1914)
  • Allegis Group (1725)
  • Randstad (1038)
  • Logicalis (790)
  • Apple (635)
  • Stefanini (620)
  • Insight Global (528)
  • General Dynamics (465)
  • Leidos (447)

North Carolina

  • Allegis Group (75)
  • Robert Half (56)
  • TEKsystems (55)
  • ASGN (30)
  • HCL Technologies (28)
  • General Dynamics (23)
  • Chandra Technologies (21)
  • Infologitech (21)
  • Excelraise (17)
  • Pomeroy (16)

NC State Programs Relevant to this Career

If you are interested in preparing for a career in this field, the following NC State Online and Distance Education programs offer a great place to start!