A desktop support technician is responsible for troubleshooting defective computer systems, affecting its performance and efficiency. Desktop support technicians must be highly familiar with the technology systems and programming codes to navigate system applications and locate the discrepancy of the system. They keep documentation of the ticket issue and the resolution for reference and quality improvement. A desktop support technician also configures and updates computer systems and networks for better optimization, as well as conducting regular inspections and monitoring the efficiency of installed programs and patches.

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Desktop Support Technician Responsibilities

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

  • Manage and troubleshoot network connectivity with TCP/IP
  • Coordinate and manage a large-scale VOIP phone system conversion project for high-profile corporate customer.
  • Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
  • Deploy WINTERMS on CITRIX platform.
  • Blackberry and android setup and activation.
  • Support a legacy system which requires a client certificate and a specific Java version and configuration.
  • Create documentation how to fix SCCM remotely with co-worker to fix multiple system on-site and remote site.
  • Experience with Linux operating systems, hardware creating, changing, and deleting user accounts per request.
  • Test the compatibility of software and OS updates with legacy applications to determine feasibility of implementing new resources within the network.
  • Shorten migration time by implementing SCCM installs over the network, allowing more machines to complete in the time frame allot.
  • Perform wireless configuration and VPN support.
  • Perform software deployment/management and support Apple/Windows OS base devices.
  • Help users working remotely including all application support and configuring VPN access.
  • Perform Backup/Recovery strategies, disaster recovery tasks, and troubleshoot network connectivity issues.
  • Design implementation and distribution system for quarterly software updates perform on these PCs.

Desktop Support Technician Job Description

Between the years 2018 and 2028, desktop support technician 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 technician?" Has crossed your mind, maybe you should take the growth rate into account. In addition, the number of desktop support technician opportunities that are projected to become available by 2028 is 83,100.

On average, the desktop support technician annual salary is $41,792 per year, which translates to $20.09 an hour. Generally speaking, desktop support technicians earn anywhere from $32,000 to $54,000 a year, which means that the top-earning desktop support technicians make $22,000 more than the ones at the lower end of the spectrum.

It's hard work to become a desktop support technician, 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 administrative technical support, technical support engineer, systems support, and technician support tier.

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12 Desktop Support Technician Resume Examples

Desktop Support Technician Skills and Personality Traits

We calculated that 12% of Desktop Support Technicians 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 Technicians that have these skills listed on their resume here:

  • Customer Service, 12%

    Recognized by management for customer relations and complaint resolution resulting in several customer service awards based on customer satisfaction feedback.

  • Desktop Support, 10%

    Provide Desktop support functions including visiting the end user area to research and resolve hardware/software/connectivity issues.

  • Troubleshoot, 8%

    Installed, configure and troubleshoot computer hardware, operating systems, network configurations and software

  • Technical Support, 6%

    Worked for Ascension Health owned medical offices and hospitals providing technical support of desktop computers, applications and related technology.

  • Remote Desktop, 3%

    Support provided via desk-side and remote access through utilizing Microsoft Remote Desktop and Motorola Timbuktu Remote access software.

  • Laptop Computers, 3%

    Installed and supported desktop and laptop computers including hardware\software setup and configuration throughout the campus.

"customer service," "desktop support," and "troubleshoot" aren't the only skills we found desktop support technicians list on their resumes. In fact, there's a whole list of desktop support technician responsibilities that we found, including:

  • The most important skills for a desktop support technician to have in this position are customer-service skills. In this excerpt that we gathered from a desktop support technician 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 technician in order to "resolved daily users and customers problems related hardware, software issues and help them to upgrade their pcs and notebook systems. "
  • Another trait important for fulfilling desktop support technician duties is listening skills. According to a desktop support technician 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 technicians are able to utilize listening skills: "communicated professionally with industry-leading customer service. "
  • Another skill that is quite popular among desktop support technicians is problem-solving skills. This skill is very critical to fulfilling every day responsibilities as is shown in this example from a desktop support technician resume: "support workers must identify both simple and complex computer problems, analyze them, and solve them." This example from a resume shows how this skill is used: "connected pcs to network and set up peripheral equipment, and allied devices, troubleshot and resolved connectivity to the network. "
  • A thorough review of lots of resumes revealed to us that "speaking skills" is important to completing desktop support technician responsibilities. This resume example shows just one way desktop support technicians use this skill: "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Here's an example of how this skill is used from a resume that represents typical desktop support technician tasks: "represented the company specifications, installation and testing of computer systems and peripherals within established guidelines. "
  • Another common skill for a desktop support technician to be able to utilize is "writing skills." Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions. A desktop support technician demonstrated the need for this skill by putting this on their resume: "escalated technical issues verbally and in writing to team members, senior staff, and, management. "
  • See the full list of desktop support technician skills.

    After discovering the most helpful skills, we moved onto what kind of education might be helpful in becoming a desktop support technician. We found that 45.5% of desktop support technicians have graduated with a bachelor's degree and 3.3% of people in this position have earned their master's degrees. While some desktop support technicians have a college degree, you may find it's also true that generally it's possible to be successful in this career with only a high school degree. In fact, our research shows that one out of every five desktop support technicians were not college graduates.

    Those desktop support technicians who do attend college, typically earn either computer information systems degrees or computer science degrees. Less commonly earned degrees for desktop support technicians include information technology degrees or computer networking degrees.

    When you're ready to become a desktop support technician, you might wonder which companies hire desktop support technicians. According to our research through desktop support technician resumes, desktop support technicians are mostly hired by TEKsystems, ICONMA, and Murtech. Now is a good time to apply as TEKsystems has 94 desktop support technicians job openings, and there are 35 at ICONMA and 32 at Murtech.

    Since salary is important to some desktop support technicians, it's good to note that they are figured to earn the highest salaries at NTT Data International L.L.C., InfosysPublicService, and Brookhaven National Laboratory. If you were to take a closer look at NTT Data International L.L.C., you'd find that the average desktop support technician salary is $65,226. Then at InfosysPublicService, desktop support technicians receive an average salary of $64,658, while the salary at Brookhaven National Laboratory is $64,141.

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

    If you earned a degree from the top 100 educational institutions in the United States, you might want to take a look at IBM, TEKsystems, and Robert Half. These three companies have hired a significant number of desktop support technicians from these institutions.

    The industries that desktop support technicians fulfill the most roles in are the technology and professional industries. But the highest desktop support technician annual salary is in the finance industry, averaging $49,591. In the technology industry they make $49,182 and average about $45,825 in the health care industry. In conclusion, desktop support technicians who work in the finance industry earn a 24.0% higher salary than desktop support technicians in the hospitality industry.

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

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    What Administrative Technical Supports Do

    Administrative technical support maintains every technical set-up used in a company. Their primary responsibility is to inspect a company's systems, evaluate for issues, and repair any problems immediately. Administrative technical support is typically on call at the start of the day and, when they are not responding to calls, they conduct regular check-ups on all company systems. They are also responsible for creating technical reports and offering recommendations for improvements.

    In this section, we compare the average desktop support technician annual salary with that of an administrative technical support. Typically, administrative technical supports earn a $4,961 higher salary than desktop support technicians earn annually.

    Even though desktop support technicians and administrative technical supports have vast differences in their careers, a few of the skills required to do both jobs are similar. For example, both careers require customer service, troubleshoot, and technical support in the day-to-day roles.

    There are some key differences in responsibilities as well. For example, a desktop support technician responsibilities require skills like "desktop support," "laptop computers," "os," and "sccm." Meanwhile a typical administrative technical support has skills in areas such as "phone calls," "data entry," "desk support," and "email accounts." This difference in skills reveals how truly different these two careers really are.

    The education levels that administrative technical supports earn is a bit different than that of desktop support technicians. In particular, administrative technical supports are 3.7% more likely to graduate with a Master's Degree than a desktop support technician. Additionally, they're 0.1% more likely to earn a Doctoral Degree.

    What Are The Duties Of a Technical Support Engineer?

    A technical support engineer is responsible for responding to customer issues, providing immediate resolutions to their system issues through remote assistance. Technical support engineers must have strong knowledge of software and hardware applications to diagnose system defects and process troubleshooting. They also assist customers with the installation of programs and updates to improve system performance, escalating high-level concerns to appropriate internal technology teams. A technical support engineer must have strong command with technical systems, as well as excellent communication and time-management skills to understand clients' issues while documenting procedures.

    Now we're going to look at the technical support engineer profession. On average, technical support engineers earn a $43,924 higher salary than desktop support technicians a year.

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

    While some skills are similar in these professions, other skills aren't so similar. For example, several resumes showed us that desktop support technician responsibilities requires skills like "remote desktop," "laptop computers," "network printers," and "pcs." But a technical support engineer might use skills, such as, "java," "customer issues," "database," and "customer satisfaction."

    It's been discovered that technical support engineers earn higher salaries compared to desktop support technicians, but we wanted to find out where technical support engineers earned the most pay. The answer? The technology industry. The average salary in the industry is $82,316. Additionally, desktop support technicians earn the highest paychecks in the finance with an average salary of $49,591.

    When it comes to the differences in education between the two professions, technical support engineers tend to reach higher levels of education than desktop support technicians. In fact, they're 5.6% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.

    How a Systems Support Compares

    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 third profession we take a look at is systems support. On an average scale, these workers bring in higher salaries than desktop support technicians. In fact, they make a $22,239 higher salary per year.

    While looking through the resumes of several desktop support technicians and systems supports we discovered that both professions have similar skills. These similarities include skills such as "customer service," "desktop support," and "troubleshoot," 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 technician is likely to be skilled in "laptop computers," "pcs," "user support," and "strong customer service," while a typical systems support is skilled in "pc," "provides technical support," "end user support," and "system support."

    Systems supports make a very good living in the professional industry with an average annual salary of $72,760. Whereas desktop support technicians are paid the highest salary in the finance industry with the average being $49,591.

    Systems supports typically study at similar levels compared with desktop support technicians. For example, they're 4.4% more likely to graduate with a Master's Degree, and 0.2% more likely to earn a Doctoral Degree.

    Description Of a Technician Support Tier

    A technician support tier focuses on providing technical support to clients or employees within a company. Typically working in a team setting, a technician support tier addresses technical problems and troubleshoots to identify the root of the issues and perform necessary corrective measures or repairs. Their responsibilities also revolve around responding to inquiries, answering calls and correspondence, conducting regular maintenance of systems and networks, maintaining records of all transactions, and supporting software and networks. Furthermore, it is essential to coordinate with all team members while adhering to the company's policies and regulations.

    The fourth career we look at typically earns higher pay than desktop support technicians. On average, technician support tiers earn a difference of $13,097 higher per year.

    While both desktop support technicians and technician support tiers 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," "laptop computers," "network printers," and "os," which might show up on a desktop support technician resume. Whereas technician support tier might include skills like "phone calls," "cisco ios," "tier ii," and "lan."

    In general, technician support tiers make a higher salary in the technology industry with an average of $62,098. The highest desktop support technician annual salary stems from the finance industry.

    Technician support tiers reach similar levels of education when compared to desktop support technicians. The difference is that they're 0.5% more likely to earn a Master's Degree less, and 0.0% more likely to graduate with a Doctoral Degree.

    What a Desktop Support Technician Does FAQs

    How Do I Become A Good Desktop Support Technician?

    To become a good desktop support technician, you need to accumulate the knowledge and skills needed to provide excellent customer or end-user support. This means you need a combination of technical expertise and customer service experience to be a good desktop support technician.

    How Do I Get A Job In Desktop Support?

    You can get a job in desktop support by pursuing the necessary experience and educational qualifications. A person who wants to work in desktop support should gain at least an associate's degree in computer science, though a bachelor's degree is generally preferred.

    How Much Do Desktop Support Technicians Make?

    Desktop support technicians make an average salary of between $45,000 to $55,000 a year. Typically this means a person is making around $20 to $25 an hour.

    This, however, can vary significantly depending on education level, experience, and industry. For example, an entry-level desktop support technician is likely to make around $40,000, while a desktop support technician with multiple years of experience might make closer to $60,000 in a year.

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