A desktop/network support is responsible for assisting end-users and customers on their computer and network issues, performing troubleshooting procedures, and guiding them with the step-by-step resolution. Desktop/network supports handle system configuration and upgrades of network components to increase efficiency and optimal performance. They also identify the source of defects by asking questions and creating support tickets for the users. A desktop/network support must have excellent technical and communication skills, especially in writing resolution reports for reference to avoid the reoccurrence of system malfunctions.

Desktop/Network Support Responsibilities

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

  • Design, develop, and manage solutions utilizing mostly Cisco, Microsoft, VMware, and EMC technologies.
  • Manage information systems such as databases and SharePoint
  • Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
  • Maintain the DNS and DHCP database for host network attach devices.
  • Perform optimization of personal computer operating system; apply OS patches, troubleshoot communication devices.
  • Used the MSE ticketing system (SQL) with a 20 minute SLA.
  • Provide assistance with VMware desktops and vSphere client logins.
  • Assist in the testing and deployment of VPN and VSAT connectivity.
  • Install and administer Linux systems by creating users and assign privilege levels.
  • Support handheld devices such as; android, iPhone or communication devices.
  • Utilize basic PostgreSQL commands and run SQL scripts for chargebacks and API integrations.
  • Utilize basic Linux shell commands to support customers with basic website support issues.
  • Hold advance level of core Internet technologies - DNS, TCP/IP and network file systems.
  • Travel to various locations to replace Citrix repeaters, router, access point, and network cabling.
  • Configure and maintain IP and DHCP scopes, and set up hardware to use wireless LAN when need.

Desktop/Network Support Skills and Personality Traits

We calculated that 28% of Desktop/Network Supports are proficient in Customer Service, Technical Support, and Software Applications. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.

We break down the percentage of Desktop/Network Supports that have these skills listed on their resume here:

  • Customer Service, 28%

    Provided a managed service approach to customer service, increasing our effectiveness and efficiency in our Service Delivery Functions.

  • Technical Support, 7%

    Promoted to client technical support with the ability to interface with customer and determine technical problem resolution.

  • Software Applications, 7%

    Supported local/remote-users via VPN/RTP connections, duties included installation of commercial and proprietary software applications.

  • Customer Satisfaction, 3%

    Improved customer satisfaction by tracking all customer requests and ensuring that they were given appropriate priority and communications were handled effectively.

  • SQL, 2%

    Saved Phoenix custom install fees on specialized software including SQL based database programs with efficient installs and Phoenix-specific configurations.

  • Mac, 2%

    Proposed and executed company migration to Mac, while ensuring ongoing support for required Windows applications.

"customer service," "technical support," and "software applications" aren't the only skills we found desktop/network supports list on their resumes. In fact, there's a whole list of desktop/network support responsibilities that we found, including:

  • Customer-service skills can be considered to be the most important personality trait for a desktop/network support to have. According to a desktop/network support resume, "computer support specialists must be patient and sympathetic" desktop/network supports are able to use customer-service skills in the following example we gathered from a resume: "created, maintained and updated online help center to facilitate customer support operations and increased efficiency within the global support department. "
  • While it may not be the most important skill, we found that many desktop/network support duties rely on listening skills. This example from a desktop/network support explains why: "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." This resume example is just one of many ways desktop/network supports are able to utilize listening skills: "communicated with clients and monitored the events to ensure they ran smoothly provided technical support to the clients during their events"
  • Problem-solving skills is also an important skill for desktop/network supports to have. This example of how desktop/network supports use this skill comes from a desktop/network support 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, "created, escalated, and managed customer support tickets to ensure all problems were resolved correctly and efficiently. "
  • A desktop/network support responsibilities sometimes require "speaking skills." The responsibilities that rely on this skills are shown by this resume excerpt: "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." This resume example shows how this skill is used by desktop/network supports: "addressed customer service inquiries in a timely and accurate fashion. "
  • As part of the desktop/network support description, you might find that one of the skills that might be helpful to the job is "writing skills." A desktop/network support 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: "assisted clients in writing scripts to allow querying of databases including access, asa, sql, and oracle. "
  • See the full list of desktop/network support skills.

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    What Information Technology Technicians Do

    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.

    In this section, we take a look at the annual salaries of other professions. Take information technology technician for example. On average, the information technology technicians annual salary is $449 lower than what desktop/network supports make on average every year.

    Even though desktop/network supports and information technology technicians 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 software applications in the day-to-day roles.

    As far as similarities go, this is where it ends because a desktop/network support responsibility requires skills such as "customer satisfaction," "provides technical support," "client facing," and "phone calls." Whereas a information technology technician is skilled in "troubleshoot," "os," "html," and "computer software." So if you're looking for what truly separates the two careers, you've found it.

    Information technology technicians tend to make the most money in the finance industry by averaging a salary of $66,881. In contrast, desktop/network supports make the biggest average salary of $60,513 in the technology industry.

    The education levels that information technology technicians earn is a bit different than that of desktop/network supports. In particular, information technology technicians are 1.4% less likely to graduate with a Master's Degree than a desktop/network support. Additionally, they're 0.1% less likely to earn a Doctoral Degree.

    What Are The Duties Of an Information Systems Technician?

    An information systems technician is responsible for maintaining the efficiency of various network systems' performance. Information systems technicians provide network troubleshooting, upgrading systems for optimization, maintaining the security of databases, managing the interaction of networks, and inspecting and troubleshooting system inconsistencies. Additional duties include creating network designs based on clients' specifications, configuring software and hardware applications, and creating reports on system issues and resolutions. An information systems technician must have excellent knowledge of information systems procedures, programming languages, detecting malfunctions, and making resolutions promptly.

    Next up, we have the information systems technician profession to look over. This career brings along a lower average salary when compared to a desktop/network support annual salary. In fact, information systems technicians salary difference is $3,134 lower than the salary of desktop/network supports per year.

    A similarity between the two careers of desktop/network supports and information systems technicians 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 "software applications. "

    But both careers also use different skills, according to real desktop/network support resumes. While desktop/network support responsibilities can utilize skills like "customer satisfaction," "provides technical support," "client facing," and "remedy," some information systems technicians use skills like "troubleshoot," "user support," "os," and "help desk."

    On average, information systems technicians earn a lower salary than desktop/network supports. There are industries that support higher salaries in each profession respectively. Interestingly enough, information systems technicians earn the most pay in the government industry with an average salary of $63,116. Whereas, desktop/network supports have higher paychecks in the technology industry where they earn an average of $60,513.

    In general, information systems technicians study at similar levels of education than desktop/network supports. They're 0.2% less likely to obtain a Master's Degree while being 0.1% more likely to earn a Doctoral Degree.

    How a Help Desk Analyst Compares

    Help Desk Analysts generally provide technical support by assisting customers with their system issues. These analysts are expected to be highly knowledgeable about application processes and basic troubleshooting. Help Desk Analysts usually communicate with end-users through phone calls or e-mail and are required to attend on customers technical issues promptly. Depending on the expertise, the Help Desk Analysts are often categorized to support levels wherein the most complex issues are often handle by the highest tier. The Help Desk Analysts must have critical-thinking skills on solving network problems and document specific concerns and progress.

    The help desk analyst profession generally makes a lower amount of money when compared to the average salary of desktop/network supports. The difference in salaries is help desk analysts making $12,162 lower than desktop/network supports.

    While looking through the resumes of several desktop/network supports and help desk analysts we discovered that both professions have similar skills. These similarities include skills such as "customer service," "technical support," and "software applications," but they differ when it comes to other required skills.

    As mentioned, these two careers differ between other skills that are required for performing the work exceedingly well. For example, gathering from desktop/network supports resumes, they are more likely to have skills like "customer satisfaction," "provides technical support," "client facing," and "switches." But a help desk analyst might have skills like "troubleshoot," "help desk," "os," and "helpdesk support."

    Additionally, help desk analysts earn a higher salary in the government industry compared to other industries. In this industry, they receive an average salary of $42,262. Additionally, desktop/network supports earn an average salary of $60,513 in the technology industry.

    Help desk analysts are known to earn similar educational levels when compared to desktop/network supports. Additionally, they're 1.5% less likely to graduate with a Master's Degree, and 0.0% less likely to earn a Doctoral Degree.

    Description Of an Information Technology/Support Technician

    An information technology (IT) support technician is a professional who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members. IT support technicians are involved in inspecting and resolving minor local area network and wireless network issues, which include TCP/IP, DHCP, and VPN. They are also required to obtain an associate's degree in computer science or related field.

    The fourth career we look at typically earns lower pay than desktop/network supports. On average, information technology/support technicians earn a difference of $3,889 lower per year.

    According to resumes from both desktop/network supports and information technology/support technicians, some of the skills necessary to complete the responsibilities of each role are similar. These skills include "customer service," "software applications," and "sql. "

    Each job requires different skills like "technical support," "customer satisfaction," "provides technical support," and "client facing," which might show up on a desktop/network support resume. Whereas information technology/support technician might include skills like "troubleshoot," "os," "user support," and "database."

    Information technology/support technicians earn a higher salary in the technology industry with an average of $53,210. Whereas, desktop/network supports earn the highest salary in the technology industry.

    Information technology/support technicians reach similar levels of education when compared to desktop/network supports. The difference is that they're 0.8% more likely to earn a Master's Degree less, and 0.1% less likely to graduate with a Doctoral Degree.