A desktop support technician is responsible for assisting end-users with their network issues, grant authorization requests, and create user accounts. Desktop support technicians maintain the safety and security of networks, preventing unauthorized access and illegal dissemination of database information. They also handle the software configurations and upgrading the network infrastructure to avoid system downtimes and operational delays. A desktop support technician must have excellent communication and technical skills to monitor systems performance and enhance network navigation.

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Desk Support Technician Responsibilities

Here are examples of responsibilities from real desk support technician resumes representing typical tasks they are likely to perform in their roles.

  • Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
  • Use multiple monitor setup display and remote desktop applications via VPN to access associate computers.
  • Utilize desktop deployment tools in order to deploy and maintain inventory for PCs, monitors, and printers.
  • Assist with network connectivity with PCs, laptops, and mobile phones including TCP/IP settings and internet connections.
  • Provide administrative support and troubleshooting for VPN users.
  • Maintain company networks security systems and infrastructure hardware including firewalls and switches and install software security and firmware patches or upgrades.
  • Have experience with government data security requirements using commercial data encryption software and security certificate management for email and data access.

Desk Support Technician Job Description

When it comes to understanding what a desk support technician does, you may be wondering, "should I become a desk support technician?" The data included in this section may help you decide. Compared to other jobs, desk support technicians have a growth rate described as "faster than average" at 10% between the years 2018 - 2028, according to the Bureau of Labor Statistics. In fact, the number of desk support technician opportunities that are predicted to open up by 2028 is 83,100.

Desk support technicians average about $19.57 an hour, which makes the desk support technician annual salary $40,715. Additionally, desk support technicians are known to earn anywhere from $26,000 to $62,000 a year. This means that the top-earning desk support technicians make $32,000 more than the lowest earning ones.

Once you've become a desk support technician, you may be curious about what other opportunities are out there. Careers aren't one size fits all. For that reason, we discovered some other jobs that you may find appealing. Some jobs you might find interesting include an administrative technical support, technical support engineer, information technology technician, and technical support trainer.

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5 Desk Support Technician Resume Examples

Desk Support Technician Skills and Personality Traits

We calculated that 11% of Desk Support Technicians are proficient in Customer Service, Technical Support, and Troubleshoot. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.

We break down the percentage of Desk Support Technicians that have these skills listed on their resume here:

  • Customer Service, 11%

    Established effective working relationships with internal customers/users enabling efficient delivery of services and ensuring a high level of customer service.

  • Technical Support, 8%

    Provide technical support and problem-solving and administer equipment maintenance contracts and equipment inventory.

  • Troubleshoot, 7%

    Support and troubleshoot Animal Nutrition, Horizon Milling and Corporate Function internal customers with infrastructure and application technology issues.

  • Phone Calls, 5%

    Managed high volume of inbound phone calls, providing remote technical assistance and maintaining an accurate synopsis of unique situations.

  • Desk Side Support, 5%

    Provide Level II Desk Side Support To 3000 + End-Users at (GSA) National Capital Region.

  • Remote Troubleshooting, 4%

    Documented detailed reports on remote troubleshooting and followed standards of procedures for escalation if issue could not be resolved remotely.

Some of the skills we found on desk support technician resumes included "customer service," "technical support," and "troubleshoot." We have detailed the most important desk support technician responsibilities below.

  • Arguably the most important personality trait for a desk support technician to have happens to be customer-service skills. An example from a resume said this about the skill, "computer support specialists must be patient and sympathetic" Additionally, other resumes have pointed out that desk support technicians can use customer-service skills to "experience in evaluating customer support requirements and providing incident management support to include incident detection, recording, classification and assignment. "
  • Another commonly found skill for being able to perform desk support technician duties is the following: listening skills. According to a desk support technician resume, "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Check out this example of how desk support technicians use listening skills: "coordinated and communicated between sales agents and project managers to assist with existing merchants on technical issues. "
  • Problem-solving skills is also an important skill for desk support technicians to have. This example of how desk support technicians use this skill comes from a desk support technician resume, "support workers must identify both simple and complex computer problems, analyze them, and solve them." Read this excerpt from a resume to understand how vital it is to their everyday roles and responsibilities, "troubleshooted and resolved web application issues escalated from customer support and other departments with a 100% success rate. "
  • In order for certain desk support technician responsibilities to be completed, the job requires the skill "speaking skills." According to a desk support technician resume, "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." As an example, this snippet was taken directly from a resume about how this skill applies: "addressed citrix services issues to the server team"
  • As part of the desk support technician description, you might find that one of the skills that might be helpful to the job is "writing skills." A desk support technician resume included this snippet: "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." This skill could be useful in this scenario: "provided references for users by writing and maintaining user documentation; providing help desk support; training users. "
  • See the full list of desk support technician skills.

    We've found that 48.3% of desk support technicians have earned a bachelor's degree. Furthermore, 3.5% earned their master's degrees before becoming a desk support technician. While it's true that most desk support technicians have a college degree, it's generally possible to become one with only a high school degree. In fact, one out of every five desk support technicians did not spend the extra money to attend college.

    The desk support technicians who went onto college to earn a more in-depth education generally studied business and information technology, while a small population of desk support technicians studied computer science and computer information systems.

    Once you're ready to become a desk support technician, you should explore the companies that typically hire desk support technicians. According to desk support technician resumes that we searched through, desk support technicians are hired the most by Peraton, Sanford Health, and Aqueduct Technologies. Currently, Peraton has 4 desk support technician job openings, while there are 4 at Sanford Health and 3 at Aqueduct Technologies.

    Since salary is important to some desk support technicians, it's good to note that they are figured to earn the highest salaries at BNY Mellon, Edvenswa Tech, and Boeing. If you were to take a closer look at BNY Mellon, you'd find that the average desk support technician salary is $74,426. Then at Edvenswa Tech, desk support technicians receive an average salary of $67,057, while the salary at Boeing is $59,717.

    View more details on desk support technician salaries across the United States.

    If you earned a degree from the top 100 educational institutions in the United States, you might want to take a look at IBM, TEKsystems, and CompuCom Systems Inc. These three companies have hired a significant number of desk support technicians from these institutions.

    The industries that desk support technicians fulfill the most roles in are the automotive and technology industries. But the highest desk support technician annual salary is in the technology industry, averaging $50,316. In the manufacturing industry they make $42,137 and average about $36,726 in the hospitality industry. In conclusion, desk support technicians who work in the technology industry earn a 62.5% higher salary than desk support technicians in the professional industry.

    The three companies that hire the most prestigious desk support technicians are:

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    What Administrative Technical Supports Do

    Administrative technical support maintains every technical set-up used in a company. Their primary responsibility is to inspect a company's systems, evaluate for issues, and repair any problems immediately. Administrative technical support is typically on call at the start of the day and, when they are not responding to calls, they conduct regular check-ups on all company systems. They are also responsible for creating technical reports and offering recommendations for improvements.

    In this section, we compare the average desk support technician annual salary with that of an administrative technical support. Typically, administrative technical supports earn a $6,038 higher salary than desk support technicians earn annually.

    Even though desk support technicians and administrative technical supports have vast differences in their careers, a few of the skills required to do both jobs are similar. For example, both careers require customer service, technical support, and troubleshoot in the day-to-day roles.

    There are some key differences in responsibilities as well. For example, a desk support technician responsibilities require skills like "provides technical support," "desk side support," "tcp ip," and "phone support." Meanwhile a typical administrative technical support has skills in areas such as "data entry," "desk support," "sharepoint," and "email accounts." This difference in skills reveals how truly different these two careers really are.

    On average, administrative technical supports reach similar levels of education than desk support technicians. Administrative technical supports are 3.5% more likely to earn a Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.

    What Are The Duties Of a Technical Support Engineer?

    A technical support engineer is responsible for responding to customer issues, providing immediate resolutions to their system issues through remote assistance. Technical support engineers must have strong knowledge of software and hardware applications to diagnose system defects and process troubleshooting. They also assist customers with the installation of programs and updates to improve system performance, escalating high-level concerns to appropriate internal technology teams. A technical support engineer must have strong command with technical systems, as well as excellent communication and time-management skills to understand clients' issues while documenting procedures.

    Next up, we have the technical support engineer profession to look over. This career brings along a higher average salary when compared to a desk support technician annual salary. In fact, technical support engineers salary difference is $45,001 higher than the salary of desk support technicians per year.

    A similarity between the two careers of desk support technicians and technical support engineers are a few of the skills associated with both roles. We used resumes from both professions to find that both use skills like "customer service," "technical support," and "troubleshoot. "

    While some skills are similar in these professions, other skills aren't so similar. For example, several resumes showed us that desk support technician responsibilities requires skills like "phone calls," "desk side support," "network printers," and "laptop computers." But a technical support engineer might use skills, such as, "java," "database," "customer satisfaction," and "crm."

    It's been discovered that technical support engineers earn higher salaries compared to desk support technicians, but we wanted to find out where technical support engineers earned the most pay. The answer? The technology industry. The average salary in the industry is $82,316. Additionally, desk support technicians earn the highest paychecks in the technology with an average salary of $50,316.

    When it comes to the differences in education between the two professions, technical support engineers tend to reach higher levels of education than desk support technicians. In fact, they're 5.4% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.

    How an Information Technology Technician Compares

    An information technology technician, also known as an IT technician, is responsible for ensuring that all computer systems in a company or organization are running smoothly and efficiently. Their duties primarily revolve around installing and maintaining systems, including software and hardware, and resolving any issues. They also provide technical support such as troubleshooting, navigation, and even system upgrades. Furthermore, an information technology technician can choose whether to work for a company or independently.

    Let's now take a look at the information technology technician profession. On average, these workers make higher salaries than desk support technicians with a $8,316 difference per year.

    Using desk support technicians and information technology technicians resumes, we found that both professions have similar skills such as "customer service," "technical support," and "troubleshoot," but the other skills required are very different.

    Some important key differences between the two careers are a few of the skills necessary to fulfill responsibilities. Some examples from desk support technician resumes include skills like "provides technical support," "phone calls," "desk side support," and "phone support," whereas an information technology technician might be skilled in "desk support," "switches," "java," and "windows server. "

    Additionally, information technology technicians earn a higher salary in the finance industry compared to other industries. In this industry, they receive an average salary of $66,881. Additionally, desk support technicians earn an average salary of $50,316 in the technology industry.

    When it comes to education, information technology technicians tend to earn similar education levels than desk support technicians. In fact, they're 0.7% more likely to earn a Master's Degree, and 0.1% more likely to graduate with a Doctoral Degree.

    Description Of a Technical Support Trainer

    A technical support trainer specializes in creating training programs meant to mold workers into becoming valuable members of a company workforce. Their responsibilities revolve around identifying the trainees' needs, providing written and verbal instructions, addressing and resolving inquiries and concerns, conducting skills assessments, managing schedules, monitoring attendance and performance, and providing consultations to trainees. Furthermore, as a trainer, it is essential to lead and encourage trainees to achieve their goals, all while implementing and emphasizing the company's policies and regulations.

    The fourth career we look at typically earns higher pay than desk support technicians. On average, technical support trainers earn a difference of $5,007 higher per year.

    While both desk support technicians and technical support trainers complete day-to-day tasks using similar skills like customer service, technical support, and troubleshoot, the two careers also vary in other skills.

    Each job requires different skills like "provides technical support," "desk side support," "remote troubleshooting," and "network troubleshooting," which might show up on a desk support technician resume. Whereas technical support trainer might include skills like "product support," "customer satisfaction," "post implementation," and "switches."

    Technical support trainers earn a higher salary in the technology industry with an average of $44,355. Whereas, desk support technicians earn the highest salary in the technology industry.

    In general, technical support trainers reach similar levels of education when compared to desk support technicians resumes. Technical support trainers are 3.1% more likely to earn their Master's Degree and 0.3% more likely to graduate with a Doctoral Degree.