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Become A Lead Support Technician

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Working As A Lead Support Technician

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $101,000

    Average Salary

What Does A Lead Support Technician 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 Lead Support Technician

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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Lead Support Technician Jobs

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Lead Support Technician Career Paths

Lead Support Technician
Project Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Project Manager
Information Technology Director
10 Yearsyrs
Project Manager Information Technology Project Manager
Senior Information Technology Manager
10 Yearsyrs
Technical Support Manager Manager
Information Technology Manager
7 Yearsyrs
Technical Support Manager Manager Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Technical Support Manager Manager Information Technology Project Manager
Service Delivery Manager
10 Yearsyrs
Information Technology Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Information Technology Manager
Information Technology Technical Services Manager
9 Yearsyrs
Assistant Manager Warehouse Manager Quality Control Manager
Technical Services Manager
7 Yearsyrs
Assistant Manager Warehouse Manager Material Manager
Systems Manager
6 Yearsyrs
Assistant Manager Department Manager Support Manager
Help Desk Manager
5 Yearsyrs
Supervisor, Technical Support Call Center Manager Support Manager
Implementation Manager
8 Yearsyrs
Supervisor, Technical Support Call Center Manager Help Desk Manager
Service Desk Manager
7 Yearsyrs
Supervisor, Technical Support Information Technology Support Manager Information Technology Operations Manager
Information Technology Systems Manager
8 Yearsyrs
Project Leader Senior Systems Engineer Systems Manager
Information Systems Manager
6 Yearsyrs
Project Leader Senior Systems Engineer Senior System Administrator
Information Technology Supervisor, Information Technology
6 Yearsyrs
Project Leader Senior Systems Engineer Network Manager
Information Technology Support Manager
8 Yearsyrs
Quality Assurance Lead Business Systems Senior Analyst Senior Consultant, Information Technology
Senior Information Technology Specialist
8 Yearsyrs
Senior System Administrator Help Desk Manager
Incident Manager
9 Yearsyrs
Lead Operator Lead Computer Operator Level Senior Technician
Senior Technical Support Specialist
5 Yearsyrs
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Do you work as a Lead Support Technician?

Help others decide if this is a good career for them

Average Length of Employment
Top Careers Before Lead Support Technician
Technician 4.7%
Top Careers After Lead Support Technician
Consultant 5.1%
Manager 3.1%

Do you work as a Lead Support Technician?

Lead Support Technician Demographics

Gender

Male

71.8%

Female

19.2%

Unknown

9.0%
Ethnicity

White

58.8%

Hispanic or Latino

16.5%

Black or African American

11.0%

Asian

9.4%

Unknown

4.4%
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Foreign Languages Spoken

Spanish

36.1%

French

11.1%

Russian

8.3%

Carrier

5.6%

Arabic

5.6%

Swedish

2.8%

Portuguese

2.8%

Filipino

2.8%

Mandarin

2.8%

Czech

2.8%

Japanese

2.8%

Kannada

2.8%

Hindi

2.8%

Tagalog

2.8%

Malayalam

2.8%

Tamil

2.8%

Armenian

2.8%
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Lead Support Technician Education

Schools

University of Phoenix

30.7%

University of Houston

5.6%

Strayer University

5.6%

Community College of the Air Force

4.8%

Ashford University

4.3%

University of Maryland - University College

4.3%

Bellevue College

4.3%

Southern New Hampshire University

4.3%

American InterContinental University

3.9%

Austin Community College

3.9%

University of North Carolina at Greensboro

3.5%

Georgia State University

3.0%

Northeastern University

3.0%

ITT Technical Institute-Tampa

3.0%

Mesa Community College - Boswell

2.6%

Pace University - New York

2.6%

Illinois State University

2.6%

George Mason University

2.6%

University of Texas at Arlington

2.6%

San Jose State University

2.6%
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Majors

Business

17.7%

Computer Science

16.7%

Information Technology

10.7%

Computer Information Systems

9.8%

Electrical Engineering

7.3%

Computer Networking

6.7%

Computer Engineering

2.9%

Management Information Systems

2.8%

Management

2.6%

Criminal Justice

2.6%

Psychology

2.5%

Information Systems

2.5%

Electrical Engineering Technology

2.3%

Communication

2.3%

Computer Programming

2.0%

Computer Technical Support

1.9%

Accounting

1.8%

Education

1.7%

Graphic Design

1.6%

General Studies

1.6%
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Degrees

Bachelors

40.9%

Other

24.5%

Associate

15.3%

Masters

12.4%

Certificate

3.7%

Diploma

2.0%

Doctorate

1.0%

License

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$101,000
View Detailed Salary Report
$81,000
Min 10%
$101,000
Median 50%
$101,000
Median 50%
$101,000
Median 50%
$101,000
Median 50%
$101,000
Median 50%
$101,000
Median 50%
$101,000
Median 50%
$126,000
Max 90%
Best Paying Company
Microsoft
Highest Paying City
San Francisco, CA
Highest Paying State
Washington
Avg Experience Level
2.9 years
How much does a Lead Support Technician make at top companies?
The national average salary for a Lead Support Technician in the United States is $101,792 per year or $49 per hour. Those in the bottom 10 percent make under $81,000 a year, and the top 10 percent make over $127,000.

Real Lead Support Technician Salaries

Job Title Company Location Start Date Salary
Technical Support Lead, Fixed Income Technology RBC Capital Markets, LLC Jersey City, NJ Mar 10, 2016 $150,000 -
$175,000
Technical Lead, Digital Support-Mobile MacYs.com, LLC San Francisco, CA Aug 22, 2016 $136,573 -
$155,000
Technical Lead, Digital Support-Mobile MacYs.com, LLC. San Francisco, CA Dec 08, 2016 $136,573 -
$150,000
Technical Support Lead Red Oak Technologies, Inc. San Jose, CA Apr 27, 2015 $135,200
Technical Lead: Application Support, Trizetto Facets Apps Blue Shield of California San Francisco, CA Sep 09, 2016 $126,600
Technical Lead: Application Support, Trizetto Facets Apps Blue Shield of California San Francisco, CA May 09, 2016 $126,600
Senior Technical Support Lead Microsoft Corporation Irving, TX Oct 12, 2013 $123,452
Media Technology Applications Support Lead Nbcuniversal Media LLC New York, NY May 15, 2015 $123,000 -
$129,000
Lead IT Financial Systems Application Support Anal Salesforce.com, Inc. San Francisco, CA Feb 15, 2010 $120,000
Technical Lead, Mobile Support Crispin Porter & Bogusky, LLC Santa Monica, CA Jan 10, 2010 $120,000
Technical Lead: Sustaining APP Support, Informatica DEV Blue Shield of California San Francisco, CA Nov 20, 2016 $115,100
Lead Technical Support (QA) The Gymboree Corporation San Francisco, CA Nov 22, 2009 $113,651 -
$125,000
Technical Support Lead (Enterprise Search) Recommind, Inc. San Francisco, CA Dec 08, 2012 $112,000
Technical Lead Ims/One-Nds Deploy Support Nokia Solutions and Networks Us LLC Herndon, VA Aug 30, 2016 $109,442
Technical Lead Tax Application Support Stefanini, Inc. Washington, DC Apr 06, 2016 $104,000
Senior Technical Support Lead Microsoft Corporation Irving, TX Nov 15, 2011 $103,221
Tech Lead Appls DEV & Support III Covance Inc. Princeton, NJ Nov 03, 2014 $94,536 -
$122,000
SR. Technical Support Lead Microsoft Corporation Irving, TX Sep 19, 2011 $93,036
Lead, Technical Product Support Ventana Medical Systems, Inc. Tucson, AZ May 17, 2016 $90,408 -
$101,296
Lead, Technical Product Support Ventana Medical Systems, Inc. A Member of The Roche Group Tucson, AZ Aug 20, 2016 $90,408
Technical Lead-Product Support Verint Systems Inc. Alpharetta, GA Sep 28, 2014 $90,314 -
$96,300
Technical Support Lead Riversand Technologies, Inc. Houston, TX May 12, 2014 $90,000
Technical Lead, Product Support Verint Systems Inc. Melville, NY Sep 24, 2016 $89,648 -
$107,245
Tech Lead, Apps DEV & Support Covance Central Laboratory Services LP Indianapolis, IN Aug 01, 2011 $87,818 -
$93,082
Lead, Technical Support WSO2, Inc. Palo Alto, CA Sep 18, 2013 $84,000
Technical Support Lead One North Interactive LLC Chicago, IL Jan 14, 2013 $83,325

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Top Skills for A Lead Support Technician

  1. Technical Support
  2. Computer Hardware
  3. Customer Service
You can check out examples of real life uses of top skills on resumes here:
  • Managed team of technical support agents supporting corporate clients including government and military installations.
  • Reviewed and evaluated the purchasing of all computer hardware, software and operating systems and devised overall future technology strategic plan.
  • Managed wide variety of customer service and administrative task to resolve customer issues quickly and efficiently.
  • Automated storage management procedures, established disk storage thresholds, and constructed solutions to proactively relieve storage thresholds.
  • Performed problem solving with preliminary trouble shooting.

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Top 10 Best States for Lead Support Technicians

  1. District of Columbia
  2. Connecticut
  3. Alaska
  4. Colorado
  5. New Jersey
  6. Massachusetts
  7. California
  8. Virginia
  9. Delaware
  10. North Dakota
  • (342 jobs)
  • (502 jobs)
  • (90 jobs)
  • (1,012 jobs)
  • (1,108 jobs)
  • (1,080 jobs)
  • (3,899 jobs)
  • (1,695 jobs)
  • (112 jobs)
  • (161 jobs)

Top Lead Support Technician Employers

Jobs From Top Lead Support Technician Employers

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