Not sure if this is considered a technical opinion but I believe Desktop Support/Help Desk positions shouldn't exist.<p>Computers are basically tools to help you do your job. Computers are ubiquitous enough now that I believe everyone should be ok using them. Hiring people to use your tool for you is wasteful for the company.<p>If you're having a house built and your carpenter doesn't know how to use his hammer, you don't hire a hammer support person, you get someone that knows how to use the tools of their job. I believe this same thing applies to knowing how to use your computer.