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Become A Senior Desktop Support Technician

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Working As A Senior Desktop Support Technician

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $92,936

    Average Salary

What Does A Senior Desktop 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 Senior Desktop 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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Senior Desktop Support Technician Career Paths

Senior Desktop Support Technician
Information Technology Consultant Information Technology Director Chief Information Officer
Chief Technology Officer
11 Yearsyrs
Information Technology Analyst Analyst Data Analyst
Data Manager
6 Yearsyrs
Systems Engineer Senior Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Desktop Support Team Lead Level Senior Technician Systems Administrator
Information Technology Contractor
6 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Information Technology Specialist Systems Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Desktop Support Team Lead Desktop Support Manager Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Systems Engineer Lead Technician Technical Support Specialist
Level Senior Technician
6 Yearsyrs
Level Senior Technician Systems Engineer Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Desktop Support Manager Help Desk Specialist Support Analyst
Senior Support Analyst
6 Yearsyrs
Desktop Support Manager Project Manager Information Technology Consultant
Senior Support Technician
5 Yearsyrs
Level Senior Technician Systems Administrator
Senior System Administrator
8 Yearsyrs
Information Technology Analyst Lead Technician Technical Support Specialist
Senior Technical Support Specialist
5 Yearsyrs
Information Technology Manager Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Information Technology Manager Information Technology Administrator Systems Engineer
Systems Manager
7 Yearsyrs
Senior Desktop Support Analyst Network Technician Technical Support Engineer
Technical Account Manager
7 Yearsyrs
Information Technology Specialist Systems Engineer Lead Technician
Technical Manager
7 Yearsyrs
Senior Desktop Support Analyst Level Senior Technician Technical Support Manager
Technical Services Manager
7 Yearsyrs
Information Technology Consultant Information Technology Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
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Do you work as a Senior Desktop Support Technician?

Help others decide if this is a good career for them

Average Length of Employment
Desktop Engineer 2.5 years
Top Careers Before Senior Desktop Support Technician
Technician 2.3%
Consultant 2.3%
Top Careers After Senior Desktop Support Technician

Do you work as a Senior Desktop Support Technician?

Senior Desktop Support Technician Demographics

Gender

Male

89.9%

Female

7.5%

Unknown

2.6%
Ethnicity

White

55.8%

Hispanic or Latino

19.0%

Black or African American

11.3%

Asian

8.5%

Unknown

5.4%
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Foreign Languages Spoken

Spanish

53.3%

French

13.3%

Persian

13.3%

Portuguese

6.7%

Thai

6.7%

Arabic

6.7%
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Senior Desktop Support Technician Education

Schools

University of Phoenix

17.1%

Strayer University

11.8%

Community College of the Air Force

9.2%

New York University

6.6%

University of Maryland - University College

5.3%

National University

5.3%

Bryn Mawr College

5.3%

The Chubb Institute-Westbury

3.9%

University of Houston

3.9%

Monroe College

3.9%

Clark University

3.9%

National Institute of Technology

2.6%

TESST College of Technology - Alexandria

2.6%

De Anza College

2.6%

Arizona State University

2.6%

San Jose State University

2.6%

Bowie State University

2.6%

Barry University

2.6%

Virginia Commonwealth University

2.6%

Boston University

2.6%
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Majors

Computer Science

18.0%

Information Technology

13.2%

Business

11.7%

Computer Information Systems

10.5%

Computer Networking

9.0%

Electrical Engineering

6.3%

Electrical Engineering Technology

3.9%

Management Information Systems

3.9%

Information Systems

3.6%

Computer Technical Support

3.3%

Computer Engineering Technology

2.7%

Management

2.4%

Criminal Justice

2.1%

Political Science

1.5%

Computer Engineering

1.5%

Computer Systems Security

1.5%

Computer Programming

1.2%

Project Management

1.2%

Education

1.2%

Communication

1.2%
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Degrees

Bachelors

34.0%

Other

24.1%

Associate

22.2%

Masters

9.4%

Certificate

7.0%

Diploma

2.9%

Doctorate

0.5%
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Senior Desktop Support Technician Videos

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Top Skills for A Senior Desktop Support Technician

  1. Computer
  2. Remote Access
  3. Laptops
You can check out examples of real life uses of top skills on resumes here:
  • Coordinated activities of external contractors completing installations of computers and printers.
  • Trained staff on the use of VPN, remote access, Blackberries, and other hardware/software related to employee electronic programs.
  • Managed and assumed primary responsibility for distributing VPN user laptops.
  • Performed troubleshooting and repair for hardware/software issues and upgrade/migration services supporting Windows XP/Vista/7/8.
  • Constructed and modified custom PC builds for six (6) employees/prospective hires and installed windows 8.1 professional on all machines.

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