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Become A Desktop Support Analyst

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Working As A Desktop Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does A Desktop Support Analyst Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Desktop Support Analyst

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Desktop Support Analyst jobs

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Desktop Support Analyst Career Paths

Desktop Support Analyst
Technical Analyst Senior Systems Analyst Senior System Administrator
Data Center Manager
9 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Information Technology Manager Senior Manager Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Information Technology Manager Director Of Information
Director, Technical Operations
11 Yearsyrs
Infrastructure Analyst Information Technology/Support Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Analyst Systems Engineer Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Engineer Information Technology Consultant Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Analyst Systems Administrator
Information Technology Manager
8 Yearsyrs
Technical Analyst Business Analyst Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Information Technology Consultant Senior Consultant Product Manager
Research And Development Technician
6 Yearsyrs
Information Technology Specialist Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Information Technology Specialist Network Engineer Network Administrator
Senior Network Administrator
6 Yearsyrs
Systems Administrator Network Engineer
Senior Network Engineer
7 Yearsyrs
Network Administrator Systems Administrator
Senior System Administrator
8 Yearsyrs
Desktop Engineer Network Administrator Systems Analyst
Senior Systems Analyst
7 Yearsyrs
Network Administrator Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Systems Engineer Senior Software Engineer Lead Technician
Senior Technologist
6 Yearsyrs
Infrastructure Analyst Technical Support Specialist Systems Analyst
Systems Manager
7 Yearsyrs
Information Technology Consultant Senior System Administrator Information Technology Manager
Technical Director
7 Yearsyrs
Desktop Engineer Information Technology Consultant Information Technology Manager
Technical Services Manager
8 Yearsyrs
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Average Length of Employment
Senior PC Analyst 3.6 years
LAN Analyst 3.4 years
Computer Analyst 3.3 years
Pc/Lan Analyst 3.3 years
Systems Support 3.1 years
PC Support Analyst 3.0 years
LAN Technician 2.7 years
MIS Technician 2.7 years
PC Analyst 2.7 years
Desktop Engineer 2.6 years
Helpdesk Lead 2.5 years
Support Analyst 2.3 years
Deployment Analyst 2.2 years
Help Desk Analyst 2.1 years
Support 2.0 years
Help Desk Engineer 1.8 years
Top Employers Before
Top Employers After

Desktop Support Analyst Demographics

Gender

Male

84.7%

Female

13.2%

Unknown

2.1%
Ethnicity

White

72.5%

Hispanic or Latino

13.8%

Asian

9.4%

Unknown

3.3%

Black or African American

0.9%
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Languages Spoken

Spanish

44.6%

French

8.4%

Cantonese

6.0%

Mandarin

4.8%

Carrier

4.8%

German

4.8%

Cheyenne

3.6%

Hindi

3.6%

Korean

2.4%

Bengali

2.4%

Italian

2.4%

Chinese

2.4%

Vietnamese

1.2%

Cherokee

1.2%

Hmong

1.2%

Indonesian

1.2%

Dari

1.2%

Armenian

1.2%

Russian

1.2%

Braille

1.2%
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Desktop Support Analyst Education

Schools

University of Phoenix

20.1%

University of Maryland - University College

7.8%

University of Houston

7.8%

Strayer University

7.8%

New York City College of Technology of the City University of New York

5.0%

Western Governors University

5.0%

Kaplan University

5.0%

Houston Community College

4.4%

American InterContinental University

4.1%

Northern Virginia Community College

4.1%

Robert Morris University

3.4%

New York University

3.1%

University of North Texas

3.1%

Monroe College

3.1%

Mercy College - Dobbs Ferry

2.8%

Virginia Commonwealth University

2.8%

DePaul University

2.8%

Webster University

2.5%

College of DuPage

2.5%

Northeastern University

2.5%
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Majors

Computer Information Systems

16.5%

Computer Science

16.3%

Business

12.9%

Information Technology

12.9%

Computer Networking

8.4%

Electrical Engineering

4.3%

Information Systems

3.8%

Management Information Systems

3.5%

Computer Technical Support

3.0%

Computer Engineering

2.3%

Electrical Engineering Technology

2.2%

Computer Systems Security

2.1%

Criminal Justice

2.1%

Management

2.0%

Education

1.7%

Liberal Arts

1.3%

Communication

1.3%

Psychology

1.2%

Computer Programming

1.1%

General Studies

1.1%
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Degrees

Bachelors

39.2%

Other

24.9%

Associate

18.9%

Masters

8.2%

Certificate

6.0%

Diploma

2.5%

Doctorate

0.2%

License

0.1%
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Top Skills for A Desktop Support Analyst

ComputerHardwareLaptopComputersRemoteDesktopActiveDirectoryNetworkPrintersPersonalComputersWindowsXPTroubleshootDesktopSupportSetupVPNWindowsServerEmailTechnicalSupportCitrixDeskSideEndUserPCSUserAccountsOS

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Top Desktop Support Analyst Skills

  1. Computer Hardware
  2. Laptop Computers
  3. Remote Desktop
You can check out examples of real life uses of top skills on resumes here:
  • Solicited bids, negotiated, and provided best cost options for all computer hardware and software company wide.
  • Installed, configured, and supported Dell desktop and laptop computers for 1500+ users in Houston.
  • Utilize Console One for remote desktop admin and troubleshooting.
  • Provide account maintenance (system access, group memberships) for Active Directory and other permission set by hospital policies.
  • Coordinated the setup of new workstations and network printers for new hospital units and expansions.

Top Desktop Support Analyst Employers

Desktop Support Analyst Videos

How to become a Desktop Support Technician? Careerbuilder Videos from funza Academy

A Career as an IT Support Professional

A Day in the Life Desktop

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