What Does a Desktop Support Specialist Do?

A Desktop Support Specialist is focused on troubleshooting different software packages, hardware devices, and other peripherals. They monitor the performance of the company's desktop infrastructure.

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Desktop Support Specialist Responsibilities

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

Manage computer assets utilizing Symantec Altiris.
Manage schedule software/Security patch upgrades via SCCM.
Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
Deploy McAfee anti-virus tools across enterprise.
Automate fixes for common errors using Powershell and batch scripting.
Document software processes and core conversion software installations for VDI.
Create and deliver MDT training for internal and external audiences.
Coordinate a team of 24 techs utilizing the ITIL methodology.
Certify proper documentation and change management are followed using ITIL best standards.
Configure transmission internet protocol (TCP/IP) or dynamic host configuration protocol (DHCP).
Used PowerShell to create script to automatically add admin group in build process of Xen servers.
Develop and maintain policies, documentation and procedures to ensure that VDI sessions are properly operate.
Institute policies and procedures governing LAN administration.
Provide network administration including LAN troubleshooting and resolution.
Distribute deployment design with VPN integration and site-to-site tunnels.

Desktop Support Specialist Job Description

Between the years 2018 and 2028, desktop support specialist jobs are expected to undergo a growth rate described as "faster than average" at 10%, according to the Bureau of Labor Statistics. So if the thought "should I become a desktop support specialist?" Has crossed your mind, maybe you should take the growth rate into account. In addition, the number of desktop support specialist opportunities that are projected to become available by 2028 is 83,100.

On average, the desktop support specialist annual salary is $44,962 per year, which translates to $21.62 an hour. Generally speaking, desktop support specialists earn anywhere from $33,000 to $59,000 a year, which means that the top-earning desktop support specialists make $26,000 more than the ones at the lower end of the spectrum.

It's hard work to become a desktop support specialist, but even the most dedicated employees consider switching careers from time to time. Whether you're interested in a more challenging position or just looking for a fresh start, we've compiled extensive information on becoming an information technology/support technician, systems support, technical support agent, and technical specialist.

Learn More About Desktop Support Specialist Job Descriptions

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12 Desktop Support Specialist Resume Examples

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Randy Evans Desktop Support Specialist Contact Information Indianapolis, IN (650) 555-7751 revans@example.com Skills Active Directory Osha Computer System Hardware Problem Resolution Timely Resolution New System Java End User Sccm Employment History Desktop Support Specialist 2019 - Present TEKsystems Indianapolis, IN Reinstalled windows 7 enterprise, MBAM, endpoint, and encryption. Prepare office for new network equipment and setup. Performed hardware upgrades and new PC installation for the Kingsford Charcoal plant. Led project troubleshooting for issues across user accounts, profiles and application settings. Identified and provided resolution to hardware and software related issues, through telephone contact or on-site visits as required. On-Site Technician 2018 - 2019 Sitel Operating Starkville, MS Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Served as help desk for customers to setup and configure Palm software in Window 95/98 and 2000. Provided basic trouble shooting for various Cox systems throughout the country. Maintain, analyze, troubleshoot, and repair computer systems, hardware and peripherals. Desk Support Technician 2013 - 2018 Comcast Oakbrook Terrace, IL Provided recommendations regarding hardware, software, and processes in order to enhance productivity and efficiency. Present Comcast Cable Inbound call center responsible for troubleshooting Cable, Internet, and Phone services offered by Comcast. Worked with MAC and Windows operating systems. Install and configure operating systems such as Windows 2000 and XP. Maintained accurate problem call tracking in a Remedy Helpdesk Ticketing system Environment. Education Bachelor's Degree Computer Technical Support 2005 - 2008 DeVry University Oakbrook Terrace, IL


Elizabeth Matthews Desktop Support Specialist Contact Info Temple, TX (260) 555-7195 ematthews@example.com Skills Active DirectoryHardwareMcafeePowershellTrouble ShootingSoftware SupportGroup PoliciesInternetSetupNetwork Security Employment History Desktop Support Specialist 2018 - Present Sprint Temple, TX Teamed with imaging group to test and troubleshoot images and postbuilds. Provide Tier II support to LTD Surveillance and Switching & Transport Technical Assistance groups for NMA issues. Desktop Support Consultant 2014 - 2018 Dell Round Rock, TX Worked to troubleshoot OS and hardware issue on many computers and peripherals. Updated device drivers for use with Windows 7; Resolved all post migration application, networking, VPN and printing issues. Network Support Technician 2013 - 2014 Teleperformance Fort Lauderdale, FL Supply support for hardware issues with the computers and as appropriate dispatch onsite technicians and/or parts to resolve the customers issues. Managed Global continuation of Business (COB) testing of our entire DNS/DHCP infrastructure globally. Provided level 2 technical support to users on hardware and software problems. Assisted DELL consumers with troubleshooting, diagnosing, repairing and replacing faulty hardware components in DELL portable computers & desktops. Education Bachelor's Degree Information Technology 2010 - 2013 Keiser University Fort Lauderdale, FL


Raymond Boyd Desktop Support Specialist New York, NY (380) 555-2212 rboyd@example.com Experience Desktop Support Specialist2020 - Present Verizon•New York, NY Interfaced with Internet Service Providers and field technicians to troubleshoot problems. Diagnosed and resolved application and hardware issues reported by users on site or by phone. Implemented system dump analysis to resolve problem resolution troubleshoot. Customer Support Analyst2013 - 2020 Unisys•Malvern, PA Diagnosed network connectivity, and Windows Office suite issues. Assist in the one-on-one training of new employees by demonstrating excellent customer service and technical support. Support of WFL(Batch Processor) compiler and problem resolution. Installed, configured, administered, and maintained 80 servers running Windows [ ] 4. Install hardware and/or software and provide overview of hardware and software to clients. Desk Support Technician2012 - 2013 Siemens•Malvern, PA Facilitated migration project of VMware virtual Windows 2003 data behind NetApp NAS devices for increased flexibility, data availability and performance. SAP, Citrix, Mainframe, Visio, Adobe, Hardware Support: Desktop, Laptops, printers. Skills LinuxPeripheral EquipmentUser InterfaceLaptopsIPCRMTroubleshootSccmTechnical AssistanceMac Education Some College Courses Communication2007 - 2007 Temple University•Philadelphia, PA

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Desktop Support Specialist Skills and Personality Traits

We calculated that 10% of Desktop Support Specialists are proficient in Customer Service, Desktop Support, and Troubleshoot. 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 Support Specialists that have these skills listed on their resume here:

Customer Service, 10%
Provided excellent communication and customer service skills to end-users and colleagues over ServiceNow, e-mails, phones and face-to-face encounters.
Desktop Support, 8%
Level 2 Distributed Desktop Support Lead responsible for infrastructure maintenance and installation services within Microsoft Windows XP environment.
Troubleshoot, 7%
Applied knowledge of state-of-the-art software, hardware, network infrastructure, and information technology to troubleshoot user/system problems.
PC, 6%
Standardized PC imaging according to departmental specifications, which resulted in streamlined deployment and support processes.
Technical Support, 5%
Provided technical support to multiple hospital and clinic facilities, troubleshooting and repairing hardware/software issues on desktops and laptops computers.
SCCM, 3%
Manage scheduled software/Security patch upgrades via SCCM.

Choose From 10+ Customizable Desktop Support Specialist Resume templates

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Most desktop support specialists list "customer service," "desktop support," and "troubleshoot" as skills on their resumes. We go into more details on the most important desktop support specialist responsibilities here:

The most important skills for a desktop support specialist to have in this position are customer-service skills. In this excerpt that we gathered from a desktop support specialist resume, you'll understand why: "computer support specialists must be patient and sympathetic" According to resumes we found, customer-service skills can be used by a desktop support specialist in order to "provide support technical instructions and end user application support for external customers using web interface application and services as required. "

Another trait important for fulfilling desktop support specialist duties is listening skills. According to a desktop support specialist resume, "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Here's an example of how desktop support specialists are able to utilize listening skills: "communicated status updates with lan and dial-up users to resolve pending tickets. "

Desktop support specialists are also known for problem-solving skills, which can be critical when it comes to performing their duties. An example of why this skill is important is shown by this snippet that we found in a desktop support specialist resume: "support workers must identify both simple and complex computer problems, analyze them, and solve them." We also found this resume example that details how this skill is put to the test: "performed troubleshooting and offered resolutions to network connectivity, hardware, and user migration and application support problems. "

A desktop support specialist 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 support specialists: "addressed and resolved lan issues. "

As part of the desktop support specialist description, you might find that one of the skills that might be helpful to the job is "writing skills." A desktop support specialist 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: "worked on writing stored procedures to poll data from sql server database and insert or update data into sql database. "

See the full list of desktop support specialist skills.

Before becoming a desktop support specialist, 52.1% earned their bachelor's degree. When it comes down to graduating with a master's degree, 4.2% desktop support specialists went for the extra education. If you're wanting to pursue this career, it may be possible to be successful with a high school degree. In fact, most desktop support specialists have a college degree. But about one out of every six desktop support specialists didn't attend college at all.

The desktop support specialists who went onto college to earn a more in-depth education generally studied computer science and computer information systems, while a small population of desktop support specialists studied information technology and business.

Once you've obtained the level of education you're comfortable with, you might start applying to companies to become a desktop support specialist. We've found that most desktop support specialist resumes include experience from Salient CRGT, TEKsystems, and Solugenix. Of recent, Salient CRGT had 15 positions open for desktop support specialists. Meanwhile, there are 10 job openings at TEKsystems and 8 at Solugenix.

If you're interested in companies where desktop support specialists make the most money, you'll want to apply for positions at Cornerstone Research, Adobe, and Intelliswift. We found that at Cornerstone Research, the average desktop support specialist salary is $95,134. Whereas at Adobe, desktop support specialists earn roughly $75,942. And at Intelliswift, they make an average salary of $64,201.

View more details on desktop support specialist salaries across the United States.

We also looked into companies who hire desktop support specialists from the top 100 educational institutions in the U.S. The top three companies that hire the most from these institutions include IBM, TEKsystems, and CompuCom Systems Inc.

For the most part, desktop support specialists make their living in the technology and professional industries. Desktop support specialists tend to make the most in the finance industry with an average salary of $53,933. The desktop support specialist annual salary in the technology and professional industries generally make $53,432 and $52,045 respectively. Additionally, desktop support specialists who work in the finance industry make 22.9% more than desktop support specialists in the manufacturing Industry.

The three companies that hire the most prestigious desktop support specialists are:

Salient CRGT15 Desktop Support Specialists Jobs
TEKsystems10 Desktop Support Specialists Jobs
Solugenix8 Desktop Support Specialists Jobs

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What Information Technology/Support Technicians Do

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.

In this section, we compare the average desktop support specialist annual salary with that of an information technology/support technician. Typically, information technology/support technicians earn a $629 higher salary than desktop support specialists earn annually.

While the salaries between these two careers can be different, they do share some of the same responsibilities. Employees in both desktop support specialists and information technology/support technicians positions are skilled in customer service, troubleshoot, and sccm.

As far as similarities go, this is where it ends because a desktop support specialist responsibility requires skills such as "desktop support," "pc," "technical support," and "laptop computers." Whereas a information technology/support technician is skilled in "desk support," "phone calls," "pcs," and "database." So if you're looking for what truly separates the two careers, you've found it.

Information technology/support technicians tend to make the most money in the technology industry by averaging a salary of $53,210. In contrast, desktop support specialists make the biggest average salary of $53,933 in the finance industry.

The education levels that information technology/support technicians earn is a bit different than that of desktop support specialists. In particular, information technology/support technicians are 0.6% more likely to graduate with a Master's Degree than a desktop support specialist. Additionally, they're 0.0% more likely to earn a Doctoral Degree.

What Are The Duties Of a Systems Support?

A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.

The next role we're going to look at is the systems support profession. Typically, this position earns a higher pay. In fact, they earn a $19,069 higher salary than desktop support specialists per year.

Not everything about these jobs is different. Take their skills, for example. Desktop support specialists and systems supports both include similar skills like "customer service," "desktop support," and "troubleshoot" on their resumes.

In addition to the difference in salary, there are some other key differences that are worth noting. For example, desktop support specialist responsibilities are more likely to require skills like "laptop computers," "user support," "strong customer service," and "microsoft windows." Meanwhile, a systems support might be skilled in areas such as "provides technical support," "end user support," "system support," and "lifecycle management." These differences highlight just how different the day-to-day in each role looks.

It's been discovered that systems supports earn higher salaries compared to desktop support specialists, but we wanted to find out where systems supports earned the most pay. The answer? The professional industry. The average salary in the industry is $72,760. Additionally, desktop support specialists earn the highest paychecks in the finance with an average salary of $53,933.

When it comes to the differences in education between the two professions, systems supports tend to reach similar levels of education than desktop support specialists. In fact, they're 3.5% more likely to graduate with a Master's Degree and 0.0% more likely to earn a Doctoral Degree.

How a Technical Support Agent Compares

A technical support agent specializes in providing computer and system support through calls and correspondence, ensuring optimal customer satisfaction. They are primarily responsible for assisting customers in troubleshooting and evaluating systems to figure out the cause of technical issues and talk them through its corresponding solution. Moreover, an agent must make follow-up calls to ensure that the problem no longer persists or forward them to higher authority personnel when necessary.

The technical support agent profession generally makes a lower amount of money when compared to the average salary of desktop support specialists. The difference in salaries is technical support agents making $14,573 lower than desktop support specialists.

While looking through the resumes of several desktop support specialists and technical support agents we discovered that both professions have similar skills. These similarities include skills such as "customer service," "mac," and "os," but they differ when it comes to other required skills.

There are many key differences between these two careers as shown by resumes from each profession. Some of those differences include the skills required to complete responsibilities within each role. As an example of this, a desktop support specialist is likely to be skilled in "desktop support," "troubleshoot," "pc," and "technical support," while a typical technical support agent is skilled in "email clients," "technical support issues," "inbound calls," and "internet connectivity."

Additionally, technical support agents earn a higher salary in the technology industry compared to other industries. In this industry, they receive an average salary of $32,552. Additionally, desktop support specialists earn an average salary of $53,933 in the finance industry.

When it comes to education, technical support agents tend to earn similar education levels than desktop support specialists. In fact, they're 1.8% less likely to earn a Master's Degree, and 0.0% less likely to graduate with a Doctoral Degree.

Description Of a Technical Specialist

The role of technical specialists is to provide technical support for applications and programs to staff members and customers within an organization. They train staff and customers on products and apps and offer advice on the best practices for utilizing technical programs and applications. They also design training materials to teach other staff members the most effective methods of using its technology. It is also their job to reduce company costs by looking for ways to improve productivity and lessen expenses.

Now, we'll look at technical specialists, who generally average a higher pay when compared to desktop support specialists annual salary. In fact, the difference is about $43,811 per year.

While both desktop support specialists and technical specialists complete day-to-day tasks using similar skills like customer service, desktop support, and technical support, the two careers also vary in other skills.

Each job requires different skills like "troubleshoot," "pc," "sccm," and "remote desktop," which might show up on a desktop support specialist resume. Whereas technical specialist might include skills like "patients," "project management," "customer satisfaction," and "c++."

In general, technical specialists make a higher salary in the technology industry with an average of $92,419. The highest desktop support specialist annual salary stems from the finance industry.

In general, technical specialists reach higher levels of education when compared to desktop support specialists resumes. Technical specialists are 6.0% more likely to earn their Master's Degree and 1.1% more likely to graduate with a Doctoral Degree.

Updated October 2, 2020