ST: Computer Industry Careers

Training / Help Desk

With the advent of new technologies, a special need has arisen for training personnel to help users take advantage of new software and equipment. This area of support falls into two categories: help desk/customer service and technical trainers.

Help Desk/Customer Service

The staff at the help desk assist the user community by answering questions, usually over the phone but sometimes in person. The types of questions they must answer depend on the setting. A help desk staffer in the computing center of a university or other large organization will be required to have broad knowledge about every computing platform used in that organization, from Macintosh and PC personal computers to one or more mainframes. They must also be knowledgeable about the major software packages in use such as word processing, spreadsheet, statistical, and database software. Often they will have to answer networking questions. When the help desk staffer is unable to resolve an issue, he may refer the caller to a higher level computer support consultant or (occasionally) to the computer repair department.

Hardware and software manufacturers also employ telephone-based help staff who fulfill a more customer service-oriented role in the organization. Such customer service representatives assist customers with the installation and use of their company's product line.

Ironically, although the knowledge requirement is high, the position of help desk consultant is usually entry level. However, with the right combination of education and experience, the likelihood of advancement to more specialized computer support positions is good.

Training Personnel

At a higher level on the computer support ladder is training personnel. The primary responsibility of trainers is to develop appropriate training programs for the user community and to conduct training sessions based on these programs. In addition to having a thorough knowledge of their area of specialty, trainers must stay abreast of all changes in their organization's computing environment in order to prepare users for such changes.

General help and training staff usually work in the information support departments of large organizations such as universities, government agencies, and major corporations. Hardware and software manufacturers also employ telephone-based help staff as customer service representatives. No secondary training is required for entry level. To rise to a position of Help Desk Manager, a B. A. in Information Systems or related field may be helpful. Entry-level averages around $20,000 per year. Managers average around $42,000 per year.