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Become A Senior Support Technician

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Working As A Senior Support Technician

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $91,634

    Average Salary

What Does A Senior 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 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 Support Technician Jobs

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Senior Support Technician Career Paths

Senior Support Technician
Help Desk Analyst Systems Analyst Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Systems Engineer Analyst Data Analyst
Data Manager
6 Yearsyrs
Information Technology Specialist Systems Engineer Senior Software Engineer
Development Manager
8 Yearsyrs
Systems Analyst Lead Technician Technical Support Specialist
Help Desk Manager
6 Yearsyrs
Information Technology Specialist Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Network Engineer Systems Engineer 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
Help Desk Analyst Systems Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Network Engineer Network Administrator Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Network Administrator Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Help Desk Specialist Network Administrator Information Technology Specialist
Senior Information Technology Specialist
8 Yearsyrs
Systems Analyst Data Analyst Support Analyst
Senior Support Analyst
6 Yearsyrs
Systems Engineer Lead Technician Technical Support Specialist
Senior Technical Support Specialist
5 Yearsyrs
Project Manager Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Help Desk Specialist Network Technician Systems Analyst
Systems Manager
7 Yearsyrs
Information Technology Manager Sales Engineer
Technical Account Manager
7 Yearsyrs
Project Manager General Manager Technician
Technical Manager
7 Yearsyrs
Information Technology Manager Information Technology Administrator Network Manager
Technical Services Manager
7 Yearsyrs
Network Administrator Information Technology Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Junior Technician 1.6 years
Top Careers Before Senior Support Technician
Technician 3.8%
Manager 2.6%
Top Careers After Senior Support Technician
Consultant 4.2%
Owner 3.3%
Technician 3.3%
Manager 3.0%

Do you work as a Senior Support Technician?

Senior Support Technician Demographics

Gender

Male

76.8%

Female

21.3%

Unknown

1.9%
Ethnicity

White

59.6%

Hispanic or Latino

17.6%

Black or African American

10.9%

Asian

8.2%

Unknown

3.7%
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Foreign Languages Spoken

Spanish

62.9%

Portuguese

9.7%

Carrier

8.1%

French

3.2%

Russian

3.2%

Chinese

1.6%

Vietnamese

1.6%

Cherokee

1.6%

Hindi

1.6%

Tagalog

1.6%

Malayalam

1.6%

Arabic

1.6%

Tamil

1.6%
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Senior Support Technician Education

Schools

University of Phoenix

29.6%

Strayer University

7.3%

Michigan State University

4.9%

American InterContinental University

4.9%

Kaplan University

4.9%

Saint Petersburg College

4.4%

Community College of the Air Force

3.9%

Towson University

3.9%

University of Houston

3.4%

Western Governors University

3.4%

Liberty University

3.4%

Capella University

3.4%

Northern Virginia Community College

3.4%

Heald College - Central Administrative Office

2.9%

University of Maryland - University College

2.9%

DePaul University

2.9%

Washington State University

2.9%

Colorado Technical University

2.9%

New York University

2.4%

Wayne State University

2.4%
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Majors

Business

16.0%

Computer Science

15.2%

Information Technology

12.7%

Computer Information Systems

10.9%

Computer Networking

7.3%

Electrical Engineering

7.1%

Electrical Engineering Technology

2.9%

Management

2.6%

Computer Technical Support

2.4%

Computer Engineering

2.4%

Education

2.3%

Accounting

2.3%

Communication

2.2%

Liberal Arts

2.0%

Management Information Systems

2.0%

Criminal Justice

2.0%

Information Systems

2.0%

Psychology

2.0%

Finance

2.0%

Environmental Control Technologies/Technicians

1.5%
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Degrees

Bachelors

36.3%

Other

27.0%

Associate

19.5%

Masters

10.2%

Certificate

4.6%

Diploma

1.9%

Doctorate

0.4%

License

0.1%
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Senior Support Technician Videos

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Real Senior Support Technician Salaries

Job Title Company Location Start Date Salary
Senior App/Prod Support at&T Services, Inc. Plymouth, MI Dec 12, 2016 $125,000
Wdpr Senior Support Accenture LLP Orlando, FL Mar 04, 2015 $125,000
Senior ERP Configuration and Support Dealertrack, Inc. Lake Success, NY Sep 30, 2014 $118,265
Senior-App/Prod Support at&T Services, Inc. Alpharetta, GA Aug 29, 2014 $117,191
Senior App/Prod Support at&T Services, Inc. Plymouth, MI Nov 28, 2016 $115,000
Senior-App/Prod Support at&T Services, Inc. Bothell, WA Sep 08, 2015 $115,000
Senior-App/Prod Support at&T Services, Inc. Bothell, WA Dec 29, 2016 $115,000
Senior ERP Configuration and Support Dealertrack, Inc. Lake Success, NY Sep 30, 2014 $110,000
Senior Electronic Trading Support Barclays Services Corp. New York, NY Jan 17, 2011 $105,000 -
$150,000
Senior Technical Support Sabre GLBL Inc. Southlake, TX May 26, 2016 $103,126
SR Technology Support Spec-MQ Health Care Service Corporation Downers Grove, IL Oct 01, 2011 $92,300 -
$115,000
Senior Publishing and Submission Support Specialis Millennium Pharmaceuticals, Inc. Cambridge, MA Mar 03, 2014 $92,000
SR. Tech Lead Finance and HR Application Support Blue Shield of California El Dorado Hills, CA Dec 09, 2016 $90,293
SAP Senior Support Mercom Group, LLC Lexington, KY Sep 22, 2014 $90,000
Senior RNC Technical Support Nokia Solutions and Networks Us LLC Irving, TX Jun 07, 2015 $85,325
Senior Performance Point Technical Support Special Development Alternatives, Inc. Bethesda, MD May 24, 2010 $85,000
Senior-App/Prod Support at&T Services, Inc. Austin, TX Oct 15, 2016 $81,107
Actuarial Support Senior Ernst & Young U.S. LLP Philadelphia, PA Jul 08, 2011 $74,214
Actuarial Support Senior Ernst & Young U.S. LLP Philadelphia, PA Jul 18, 2011 $74,214
Senior Technical Support Sabre GLBL Inc. Southlake, TX Jul 09, 2016 $71,906 -
$110,100
TAS Senior-Transaction Support Ernst & Young Us LLP Chicago, IL Sep 01, 2011 $71,282 -
$125,000
Senior Performance Point Technical Support Special Development Alternatives, Inc. Bethesda, MD May 23, 2013 $66,150 -
$105,840
Senior Support Technician Acuity Brands, Inc. CA May 22, 2013 $65,915 -
$70,000
Senior Support Technician Acuity Brands Lighting, Inc. CA May 22, 2013 $65,915 -
$70,000

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Top Skills for A Senior Support Technician

  1. Technical Support
  2. Computer
  3. Remote Access
You can check out examples of real life uses of top skills on resumes here:
  • Level 2 Technical Assistance providing technical support for Authorized Service Center organization.
  • Connected personal computers and terminals to existing data networks.
  • Enabled remote access for troubleshooting purposes using the GoToAssist application software.
  • Provided help desk support over the phone to numerous clients, such as Western Union.
  • Coordinate and implement company-wide operating system upgrade from Windows 98/2000 to Windows XP migrating data and verifying application compatibility.

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Top 10 Best States for Senior Support Technicians

  1. District of Columbia
  2. Connecticut
  3. Colorado
  4. Alaska
  5. New Jersey
  6. Massachusetts
  7. Rhode Island
  8. Delaware
  9. Virginia
  10. Minnesota
  • (340 jobs)
  • (466 jobs)
  • (991 jobs)
  • (88 jobs)
  • (1,045 jobs)
  • (1,040 jobs)
  • (127 jobs)
  • (109 jobs)
  • (1,581 jobs)
  • (793 jobs)

Top Senior Support Technician Employers

Jobs From Top Senior Support Technician Employers

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