A Day in the Life

• A helpdesk analyst's job is the help end users with their computer problems. The helpdesk analyst communicates with these users using a variety of mediums. He talks on the telephone, instant message, send emails, and sometimes even go to the location to provide live, in person support. He deals with a variety of situations. One minute he may be responding to an email from a user who forgot her password, and the next he may be taking a call from a user who doesn't know what her problem is but her computer "just won't work." The helpdesk analyst must be skilled in assessing the situation, identifying a problem, quickly finding a solution and walking the user through the steps necessary to resolve the problem.
  
  

Work Enviornment

• The helpdesk analyst often works in an office setting because her work centers around computers. She may work in a cubicle or have her own office depending on her rank and the company she works for. These offices are usually kept at a cool temperature to keep the computers from overheating. They are also very well lit. The helpdesk analyst must look at computer screens for extended periods of time, and she must sit at a desk for most of the day. Occasionally she will be asked to go to a user's location to provide on site support. With advancing technology, opportunities for the helpdesk analyst to work remotely are becoming more common.
  
  

Education and Training

• While it is not required by all companies, most helpdesk analysts possess some type of formal college education. It is highly common for the helpdesk analyst to have earned an associate's or bachelor's degree in computer science or information technology. There are also many certification and training programs for those wishing to supplement or further their education. Because of the constant advancements in the field, a good helpesk analyst regularly takes refresher courses and additional training to stay on top of her game.
  
  

Employment

• According to the Bureau of Labor Statistics, support specialists held close to 552,000 jobs in 2006. These jobs covered a wide range of industries from education to scientific laboratories to law firms. The jobs varied from entry level and administrative helpdesk analysts to more experienced professionals who managed a team of helpdesk analysts.
  
  

Career Outlook

• The career outlook for helpdesk support is extremely positive. According to the BLS, the job market for support specialists is expected to grow by 13 percent between 2006 and 2016. This growth rate is much higher than average. New jobs are created daily with advancements in computer science and developments in information technology.
  
  

Salary

• According to the BLS, in 2006 salaries for computer support specialists ranged from $25,290 to $68,540 yearly. The average median salary range for helpdesk analysts was between $32,110 and $53,640. These figures are based on employees working normal 40-hour work weeks. This position often calls for overtime, which results in a higher pay.