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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
  • $50,000

    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 Career Paths

Desktop Support Analyst
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
7 Yearsyrs
Systems Administrator Information Technology Consultant Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Network Administrator Systems Engineer Project Manager
Service Delivery Manager
10 Yearsyrs
Network Administrator Systems Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Systems Analyst Consultant Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Systems Analyst Project Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Analyst Systems Engineer
Systems Manager
6 Yearsyrs
Information Technology Consultant Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Desktop Engineer Network Engineer Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Desktop Engineer Consultant Senior Programmer Analyst
Information Systems Manager
6 Yearsyrs
Service Desk Analyst Service Desk Supervisor
Service Desk Manager
7 Yearsyrs
Desktop Engineer Network Engineer Network Manager
Technical Services Manager
7 Yearsyrs
Service Desk Analyst Technical Support Engineer
Senior Support Engineer
7 Yearsyrs
Service Desk Analyst Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Information Technology Analyst Information Technology Administrator
Senior Support Technician
5 Yearsyrs
Senior Desktop Support Analyst Level Senior Technician
Senior Support Analyst
6 Yearsyrs
Information Technology Analyst Information Technology Administrator Level Senior Technician
Senior Technical Support Specialist
5 Yearsyrs
Senior Desktop Analyst Senior Desktop Support Analyst
Senior Desktop Support Technician
6 Yearsyrs
Systems Support Analyst Application Support Analyst
Incident Manager
9 Yearsyrs
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Do you work as a Desktop Support Analyst?

Help others decide if this is a good career for them

Average Length of Employment
Pc/Lan Analyst 3.3 years
Desktop Engineer 2.5 years
Help Desk Analyst 2.0 years
Top Careers Before Desktop Support Analyst
Consultant 1.9%
Top Careers After Desktop Support Analyst
Consultant 2.7%

Do you work as a Desktop Support Analyst?

Desktop Support Analyst Demographics

Gender

Male

80.4%

Female

12.8%

Unknown

6.8%
Ethnicity

White

55.3%

Hispanic or Latino

18.2%

Black or African American

11.8%

Asian

9.8%

Unknown

4.9%
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Foreign Languages Spoken

Spanish

47.3%

French

7.3%

Cantonese

5.5%

German

5.5%

Mandarin

4.5%

Carrier

4.5%

Portuguese

3.6%

Cheyenne

2.7%

Russian

2.7%

Chinese

2.7%

Hindi

2.7%

Vietnamese

1.8%

Bengali

1.8%

Italian

1.8%

Cherokee

0.9%

Hmong

0.9%

Korean

0.9%

Indonesian

0.9%

Dari

0.9%

Armenian

0.9%
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Desktop Support Analyst Education

Schools

University of Phoenix

21.8%

Strayer University

8.9%

University of Houston

7.2%

University of Maryland - University College

6.6%

Western Governors University

5.7%

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

5.3%

Houston Community College

5.1%

Kaplan University

5.1%

American InterContinental University

3.8%

Northern Virginia Community College

3.8%

More Tech Institute

3.2%

New York University

3.0%

Pace University - New York

3.0%

Robert Morris University

2.7%

Monroe College

2.7%

Virginia Commonwealth University

2.5%

Community College of the Air Force

2.5%

Capella University

2.5%

University of Houston - Downtown

2.3%

DePaul University

2.3%
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Majors

Computer Information Systems

16.0%

Computer Science

15.9%

Information Technology

14.5%

Business

12.4%

Computer Networking

8.7%

Electrical Engineering

4.6%

Information Systems

3.6%

Management Information Systems

3.4%

Computer Technical Support

3.2%

Electrical Engineering Technology

2.1%

Computer Engineering

2.0%

Criminal Justice

1.9%

Management

1.9%

Computer Systems Security

1.8%

Psychology

1.4%

Education

1.4%

Communication

1.4%

Computer Programming

1.3%

Liberal Arts

1.3%

Project Management

1.1%
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Degrees

Bachelors

39.4%

Other

23.4%

Associate

20.1%

Masters

8.2%

Certificate

5.9%

Diploma

2.8%

Doctorate

0.2%

License

0.1%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$50,000
View Detailed Salary Report
$36,000
Min 10%
$50,000
Median 50%
$50,000
Median 50%
$50,000
Median 50%
$50,000
Median 50%
$50,000
Median 50%
$50,000
Median 50%
$50,000
Median 50%
$70,000
Max 90%
Best Paying Company
First American Financial
Highest Paying City
New York, NY
Highest Paying State
New Jersey
Avg Experience Level
2.4 years
How much does a Desktop Support Analyst make at top companies?
The national average salary for a Desktop Support Analyst in the United States is $50,865 per year or $24 per hour. Those in the bottom 10 percent make under $36,000 a year, and the top 10 percent make over $70,000.

Real Desktop Support Analyst Salaries

Job Title Company Location Start Date Salary
Systems Analyst-Desktop Securities Products Comodo Group, Inc. Jersey City, NJ Apr 18, 2011 $147,084
Systems Analyst-Desktop Securities Products Comodo Group, Inc. Jersey City, NJ Apr 18, 2012 $147,084
Desktop Support Analyst/Linux Administrator United Information Technology, Inc. Oakbrook Terrace, IL Dec 13, 2010 $58,000
Desktop Support Analyst Compucom Systems, Inc. Cambridge, MA Sep 22, 2012 $54,746

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Top Skills for A Desktop Support Analyst

  1. Computer Hardware
  2. Desktop
  3. Laptops
You can check out examples of real life uses of top skills on resumes here:
  • Provided general preventive maintenance on all computer hardware and software.
  • Assisted Desktop Architecture and Desktop Support teams in deployment of over 4000 Windows 7 migrations from System Center Configuration manager 2012R2.
  • Re-imaged laptops and desktop utilizing Norton ghost software.
  • Support, troubleshoot and resolve software/hardware conflicts/problems on Windows XP workstations, configuration and installation of related peripherals.
  • Provide ongoing hardware support for local and network printers, x64 and x86 structure based computer systems, and mobile devices.

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Top Desktop Support Analyst Employers

Jobs From 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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