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Become A Desktop Support Consultant

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Working As A Desktop Support Consultant

  • 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 Consultant 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 Consultant

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 Consultant jobs

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Desktop Support Consultant Career Paths

Desktop Support Consultant
Information Technology Specialist Systems Engineer Senior System Administrator
Data Center Manager
9 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Information Technology Consultant Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Information Technology Specialist Information Technology Consultant Information Technology Manager
Director Of Technology And Services
11 Yearsyrs
Network Technician Information Technology Manager Director Of Information
Director, Technical Operations
11 Yearsyrs
Information Technology/Support Technician Information Technology Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Network Administrator Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Information Technology Consultant Senior Consultant Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Desktop Support Technician Help Desk Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Field Technician Technical Support Specialist Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Desktop Support Analyst Systems Analyst Product Manager
Research And Development Technician
6 Yearsyrs
Desktop Support Specialist Network Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Systems Administrator Network Engineer
Senior Network Engineer
7 Yearsyrs
Desktop Support Technician Systems Administrator
Senior System Administrator
8 Yearsyrs
Network Administrator Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Desktop Support Analyst Network Administrator Lead Technician
Senior Technologist
6 Yearsyrs
Field Technician Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Desktop Support Specialist Network Technician Systems Analyst
Systems Manager
7 Yearsyrs
Network Technician Lead Technician Technical Manager
Technical Director
7 Yearsyrs
Information Technology/Support Technician Information Technology Specialist Information Technology Manager
Technical Services Manager
8 Yearsyrs
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Average Length of Employment
Desktop Operator 5.3 years
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
Network Technician 3.1 years
PC Support Analyst 3.0 years
PC Support Manager 2.9 years
MIS Technician 2.7 years
LAN Technician 2.7 years
PC Analyst 2.7 years
Desktop Engineer 2.6 years
Helpdesk Lead 2.5 years
Support Analyst 2.3 years
Support Specialist 2.3 years
Help Desk Analyst 2.1 years
Support Associate 2.0 years
Support 2.0 years
Help Desk Engineer 1.8 years
Service Desk Agent 1.7 years
Imac Technician 1.6 years
Tier 1.6 years
Help Desk Agent 1.5 years
Top Employers Before
Consultant 4.9%
Technician 3.0%
Top Employers After
Consultant 4.2%

Desktop Support Consultant Demographics

Gender

Male

83.2%

Female

15.1%

Unknown

1.7%
Ethnicity

White

72.5%

Hispanic or Latino

13.3%

Asian

10.3%

Unknown

2.9%

Black or African American

1.0%
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Languages Spoken

Spanish

52.3%

French

8.1%

Chinese

5.4%

Japanese

5.4%

Portuguese

4.5%

Mandarin

3.6%

Vietnamese

2.7%

Italian

2.7%

German

2.7%

Armenian

1.8%

Cantonese

1.8%

Arabic

1.8%

Cheyenne

0.9%

Somali

0.9%

Indonesian

0.9%

Serer

0.9%

Braille

0.9%

Albanian

0.9%

Greek

0.9%

Carrier

0.9%
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Desktop Support Consultant Education

Schools

University of Phoenix

16.2%

Strayer University

9.6%

Houston Community College

6.1%

University of Houston

5.3%

Western Governors University

5.3%

Kaplan University

4.8%

New York University

4.4%

The Chubb Institute-Westbury

4.4%

University of Maryland - University College

4.4%

San Jose State University

4.4%

Heald College - Central Administrative Office

3.9%

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

3.9%

Pennsylvania State University

3.5%

Porter and Chester Institute

3.5%

American InterContinental University

3.5%

Walden University

3.5%

More Tech Institute

3.5%

Northern Virginia Community College

3.5%

University of South Florida

3.1%

University of Texas at Arlington

3.1%
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Majors

Computer Science

17.0%

Computer Information Systems

14.5%

Information Technology

13.2%

Business

12.6%

Computer Networking

11.3%

Electrical Engineering

5.7%

Computer Engineering

3.0%

Computer Technical Support

2.6%

Management Information Systems

2.5%

Information Systems

2.5%

Computer Systems Security

1.8%

Electrical Engineering Technology

1.7%

Finance

1.7%

Criminal Justice

1.7%

Management

1.6%

Communication

1.5%

Accounting

1.4%

Education

1.3%

Psychology

1.3%

Project Management

1.1%
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Degrees

Bachelors

37.5%

Other

24.9%

Associate

19.3%

Masters

8.1%

Certificate

6.5%

Diploma

2.5%

Doctorate

1.1%

License

0.0%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Desktop Support Consultant Salaries

Job Title Company Location Start Date Salary
Support Consultant IV Sap America, Inc. Newtown, PA May 12, 2013 $114,215
Production Support Consultant Diversant LLC Charlotte, NC Oct 26, 2015 $112,000 -
$130,000
Expert Support Consultant (Systems Engineer) Summit Systems, Inc. New York, NY May 28, 2010 $110,496
Support Consultant IV Sap America, Inc. Palo Alto, CA Jan 15, 2012 $110,000
Support Consultant IV Sap America, Inc. Newtown, PA Dec 05, 2014 $108,065
Production Support Consultant Diversant LLC Charlotte, NC Oct 26, 2015 $108,000 -
$125,000
Support Consultant IV Sap America, Inc. Newtown, PA Dec 06, 2011 $105,632
Support Consultant IV Sap America, Inc. Saint Louis, MO Aug 15, 2013 $100,560
Support Consultant IV Sap America, Inc. Newtown, PA Feb 01, 2013 $100,000
Support Consultant IV Sap America, Inc. Newtown, PA May 11, 2010 $100,000
Production Support Consultant Diversant LLC Charlotte, NC Nov 30, 2015 $100,000 -
$120,000
Support Consultant IV Sap America, Inc. Newtown, PA Oct 10, 2009 $95,000
Support Consultant IV Sap America, Inc. Newtown, PA Nov 01, 2011 $95,000
Support Consultant IV Sap America, Inc. TX Sep 25, 2011 $90,000
Support Consultant IV Sap America, Inc. Newtown, PA Sep 25, 2011 $90,000
Support Consultant III Sap America, Inc. Newtown, PA Sep 14, 2012 $90,000
Production Support Consultant (Software Developer) Randstad Technologies, LP Center, PA Mar 24, 2014 $90,000
Support Consultant IV Sap America, Inc. Newtown, PA Sep 29, 2012 $89,000
Support Consultant IV Sap America, Inc. Newtown, PA Jan 31, 2011 $88,500
Support Consultant IV Sap America, Inc. Newtown, PA Oct 20, 2011 $88,000
Support Consultant III Sap America, Inc. Newtown, PA Dec 01, 2011 $88,000
Support Consultant III Sap America, Inc. Newtown, PA Oct 01, 2012 $81,000
As400 Synon Production Support Consultant R3 Technology Inc. Richardson, TX Dec 26, 2016 $80,000
Support Consultant IV Sap America, Inc. Newtown, PA Oct 01, 2011 $80,000
Support Consultant III Sap America, Inc. Newtown, PA Sep 02, 2011 $80,000
Support Consultant III Sap America, Inc. Newtown, PA Feb 01, 2011 $80,000
Active Global Support Consultant Sap America, Inc. Newtown, PA Oct 01, 2011 $79,000
Support Consultant III Sap America, Inc. Newtown, PA Jan 20, 2011 $79,000

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Top Skills for A Desktop Support Consultant

HardwareIssuesLaptopComputersPCNetworkPrintersRemoteDesktopWindowsXPActiveDirectoryTroubleshootDesktopSupportSetupCustomerServiceVPNEmailTechnicalSupportBackupOSMacLotusNotesUserAccountsWindowsNT

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Top Desktop Support Consultant Skills

  1. Hardware Issues
  2. Laptop Computers
  3. PC
You can check out examples of real life uses of top skills on resumes here:
  • Worked in a 1000+ user environment, where primary responsibility was troubleshooting software and hardware issues.
  • Provide installation, configuration, and ongoing usability of desktop/laptop computers, peripheral equipment, and software.
  • Completed OS and Image installs for PC's and laptops, and troubleshot user computer issues over the phone.
  • Support connectivity of light networking issues of network printers /scanners /copiers through Cisco Enterprise Print Management.
  • Field Service Support of remote desktop systems including application support and server administration.

Top Desktop Support Consultant Employers

Desktop Support Consultant Videos

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How to become a desktop support Consultant? : Careerbuilder Videos from funza Academy

A Day in the Life Desktop

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