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Become A Desktop Support Lead

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Working As A Desktop Support Lead

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $108,080

    Average Salary

What Does A Desktop Support Lead 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 Lead

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 Lead Career Paths

Desktop Support Lead
Information Technology Manager Information Technology Director
Chief Information Officer
11 Yearsyrs
Team Leader Technician Technical Support Specialist
Help Desk Manager
6 Yearsyrs
Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Network Technician Systems Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Network Engineer Systems Engineer Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Senior Executive Project Manager Information Technology Consultant
Level Senior Technician
6 Yearsyrs
Systems Engineer Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Systems Engineer Systems Administrator
Senior System Administrator
8 Yearsyrs
Senior Executive Lead Technician Technical Support Specialist
Senior Technical Support Specialist
5 Yearsyrs
Network Administrator Information Technology Consultant Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Network Administrator Systems Analyst
Systems Manager
7 Yearsyrs
Network Technician Systems Analyst Lead Technician
Technical Manager
7 Yearsyrs
Team Leader Security Officer Service Technician
Technical Services Manager
7 Yearsyrs
Information Technology Manager Information Technology Project Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Systems Support 2.6 years
Desktop Engineer 2.5 years
Top Careers Before Desktop Support Lead
Manager 2.7%
Top Careers After Desktop Support Lead
Consultant 3.3%

Do you work as a Desktop Support Lead?

Desktop Support Lead Demographics

Gender

Male

87.5%

Female

11.0%

Unknown

1.4%
Ethnicity

White

54.0%

Hispanic or Latino

19.8%

Black or African American

12.2%

Asian

9.5%

Unknown

4.4%
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Foreign Languages Spoken

Spanish

71.4%

Portuguese

14.3%

Chinese

14.3%

Desktop Support Lead Education

Schools

University of Phoenix

17.6%

San Jose State University

5.9%

Strayer University

5.9%

California State University - Northridge

5.9%

American InterContinental University

5.9%

Central Washington University

3.9%

Texas Southern University

3.9%

Spokane Community College

3.9%

Arizona State University

3.9%

California State Polytechnic University - Pomona

3.9%

Virginia Commonwealth University

3.9%

New York University

3.9%

College of Southern Maryland

3.9%

Community College of the Air Force

3.9%

California State University - East Bay

3.9%

New York Institute of Technology - Manhattan Campus

3.9%

University of Houston

3.9%

Oakland University

3.9%

Tidewater Community College

3.9%

ITT Technical Institute-Springfield (Virginia)

3.9%
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Majors

Computer Science

15.8%

Business

14.8%

Information Technology

13.1%

Computer Information Systems

11.5%

Electrical Engineering

7.1%

Computer Networking

6.6%

Information Systems

4.4%

Management

3.8%

Management Information Systems

2.7%

Computer Engineering

2.7%

Computer Systems Security

2.2%

Engineering

2.2%

Communication

2.2%

Electrical Engineering Technology

1.6%

Project Management

1.6%

Political Science

1.6%

Finance

1.6%

Information Sciences

1.6%

Education

1.6%

Psychology

1.1%
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Degrees

Bachelors

41.4%

Other

26.2%

Associate

16.4%

Masters

7.4%

Certificate

4.9%

Diploma

3.7%
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Desktop Support Lead Videos

How to Become a Network Engineer

Q&A - Salaries for Computer Jobs [How much $$$ can you make?]

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Top Skills for A Desktop Support Lead

  1. Computer
  2. Laptops
  3. Remote Access
You can check out examples of real life uses of top skills on resumes here:
  • Created anti-virus policy and procedures for the installation and maintenance of computer systems.
  • Maintained configurations of all laptops and desktop computer systems according to established standards.
  • Handled all planning, deployment, and administration for Microsoft Network (NT 4.0, Windows 2000 and Windows XP).
  • Have participated in strategic planning and implementation/execution of SPDC/SNEPCO imaging & printing operations in line with the agreed company policy.
  • Administer Active Directory and Exchange 2003 Create/Modify/Delete Users Trained staff and customer in computer based trading application setup and operations.

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Top Desktop Support Lead Employers

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Jobs From Top Desktop Support Lead Employers

Desktop Support Lead Videos

How to Become a Network Engineer

Q&A - Salaries for Computer Jobs [How much $$$ can you make?]

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