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Help Desk Lead
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on South Carolina data
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What they 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.
$51,428 / year median in South Carolina
-14% projected decline
Job Description
Help Desk Lead Lead oversees daily Help Desk support operations, and ensures high-quality service, acting as a bridge between technicians, management, and users. They handle complex technical escalations, maintain SLAs (Service Level Agreements), and improve IT support processes while mentoring Help Desk technicians to meet performance goals