As a desk support technician, your job is to provide support to end-users for system or device issues. You are to identify, research, and resolve technical problems of moderate complexity. Your duties are to manage desk support tickets in a well-timed manner and respond to customer issues via phone, email, or computer chat. You also need to track and monitor the problem using appropriate systems and tools, provide customer assistance, document customer interactions, install, make changes, and repair computer hardware and software. You may also coordinate with other teams or departments to solve user problems and follow-up with customers to ensure they are resolved.
You need a bachelor's degree and one to three years of related experience for this role. You should be available to work steady overtime and diagnose and resolve basic computer technical issues. You must be able to keep detailed notes on support desk tickets, stay highly organized, and possess communication skills. Your average annual salary will be $54,095.
There is more than meets the eye when it comes to being a desk support technician. For example, did you know that they make an average of $22.02 an hour? That's $45,809 a year!
Between 2018 and 2028, the career is expected to grow 10% and produce 83,100 job opportunities across the U.S.
There are certain skills that many desk support technicians have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed customer-service skills, listening skills and problem-solving skills.
If you're interested in becoming a desk support technician, one of the first things to consider is how much education you need. We've determined that 48.3% of desk support technicians have a bachelor's degree. In terms of higher education levels, we found that 3.5% of desk support technicians have master's degrees. Even though most desk support technicians have a college degree, it's possible to become one with only a high school degree or GED.
Choosing the right major is always an important step when researching how to become a desk support technician. When we researched the most common majors for a desk support technician, we found that they most commonly earn bachelor's degree degrees or associate degree degrees. Other degrees that we often see on desk support technician resumes include high school diploma degrees or diploma degrees.
You may find that experience in other jobs will help you become a desk support technician. In fact, many desk support technician jobs require experience in a role such as technical support specialist. Meanwhile, many desk support technicians also have previous career experience in roles such as computer technician or customer service representative.