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Become A Service Technician Lead

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Working As A Service Technician Lead

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $108,378

    Average Salary

What Does A Service Technician Lead 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 Service Technician Lead

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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Service Technician Lead jobs

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Average Length of Employment
Service Technician 3.3 years
Lead Technician 3.3 years
Service Lead 2.9 years
Technician 2.6 years
Dell Technician 1.3 years
Top Employers Before
Technician 5.2%
Consultant 3.9%
Installer 3.4%
Welder 3.0%
Top Employers After
Technician 5.5%
Manager 4.6%
Driver 3.2%
Supervisor 3.2%
Owner 2.8%

Service Technician Lead Demographics

Gender

Male

84.9%

Female

12.6%

Unknown

2.5%
Ethnicity

White

77.3%

Hispanic or Latino

12.6%

Asian

8.4%

Unknown

1.3%

Black or African American

0.4%
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Languages Spoken

Spanish

33.3%

Japanese

20.0%

Portuguese

13.3%

German

6.7%

French

6.7%

Carrier

6.7%

Thai

6.7%

Afrikaans

6.7%
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Service Technician Lead Education

Schools

University of Phoenix

16.1%

Syracuse University

5.4%

Arizona State University

5.4%

Southern Illinois University Carbondale

5.4%

Rochester Institute of Technology

5.4%

Grand Canyon University

5.4%

York Technical College

5.4%

Universal Technical Institute

5.4%

Capella University

5.4%

Ferris State University

5.4%

ECPI University

3.6%

Ohio University -

3.6%

Universal Technical Institute-Motorcycle Mechanics

3.6%

Georgia Institute of Technology -

3.6%

Michigan State University

3.6%

Webster University

3.6%

ITT Technical Institute-Fort Wayne

3.6%

A-Technical College

3.6%

Pennsylvania State University

3.6%

Stephen F Austin State University

3.6%
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Majors

Business

17.2%

Computer Science

13.9%

Electrical Engineering

11.3%

Automotive Technology

6.3%

Information Technology

6.3%

Computer Information Systems

5.0%

Heating And Air Conditioning

5.0%

General Studies

4.2%

Finance

4.2%

Criminal Justice

3.8%

Electrical Engineering Technology

3.4%

Engineering

2.9%

Management

2.5%

Accounting

2.5%

Liberal Arts

2.1%

Computer Networking

2.1%

Physics

2.1%

Aviation

1.7%

Education

1.7%

Project Management

1.7%
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Degrees

Other

33.4%

Bachelors

25.4%

Associate

18.4%

Masters

11.2%

Certificate

7.0%

Diploma

3.2%

Doctorate

0.8%

License

0.5%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Service Technician Lead Salaries

Job Title Company Location Start Date Salary
Service Infrastructure Tech Lead Yelp Inc. San Francisco, CA Oct 17, 2016 $195,000
Service Infrastructure Tech Lead Yelp Inc. San Francisco, CA Sep 28, 2016 $195,000
Service Infrastructure Tech Lead Yelp, Inc. San Francisco, CA Oct 23, 2014 $185,000
Service Infrastructure Tech Lead Yelp, Inc. San Francisco, CA Oct 12, 2015 $185,000
North America Parts and Service IT Lead CNH Industrial America LLC Burr Ridge, IL Jan 10, 2015 $145,000
North America Parts and Service IT Lead CNH Industrial America LLC Burr Ridge, IL Oct 01, 2015 $145,000
Technical Lead, Backend Services Group Crunchyroll, Inc. San Francisco, CA Mar 28, 2016 $140,005
Technical Lead, Platform Services Rhapsody International Seattle, WA Apr 25, 2016 $138,300
Leader-IT Service Management Harrah's Operating Company, Inc. Las Vegas, NV Feb 28, 2010 $135,000
Tech Lead, Core Services CNBC LLC Englewood Cliffs, NJ Dec 11, 2016 $133,900
Tech Lead Core Services CNBC LLC Englewood Cliffs, NJ Jul 07, 2016 $133,900
Service Delivery Leader-Tech RUN Planning Nbcuniversal Media, LLC Englewood Cliffs, NJ Sep 30, 2013 $130,000 -
$140,000
Technical Lead, Core Services CNBC LLC Englewood Cliffs, NJ Nov 12, 2013 $130,000
Service Delivery Leader-Tech RUN Planning Nbcuniversal Media, LLC Englewood Cliffs, NJ Oct 01, 2013 $130,000 -
$140,000
Global Alloy Technical Services Leader Owens Corning Composite Materials, LLC Concord, NC Aug 18, 2014 $118,750
Global Alloy Technical Services Leader Owens Corning Composite Materials, LLC Concord, NC Nov 03, 2016 $116,000 -
$122,313
IT Service Lead Cisco Systems, Inc. San Jose, CA Apr 02, 2013 $115,669 -
$137,800
IT Service Lead Cisco Systems, Inc. San Jose, CA Oct 16, 2014 $115,000 -
$152,500
IT Service Lead Cisco Systems, Inc. San Jose, CA May 28, 2012 $113,360 -
$137,800
IT Service Lead Cisco Systems, Inc. San Jose, CA Mar 05, 2012 $113,360 -
$137,800
IT Service Lead Cisco Systems, Inc. Parkton, NC Aug 31, 2015 $112,195 -
$134,500
IT Service Lead Cisco Systems, Inc. San Jose, CA Oct 20, 2014 $112,195 -
$152,500
IT Service Lead Cisco Systems, Inc. Parkton, NC Apr 15, 2014 $98,238 -
$125,600
Managed Service Technical Support Lead Actividentity, Inc. Fremont, CA Oct 15, 2011 $98,000
Lead Web Services Technician The Guardian Life Insurance Company of America Bethlehem, PA Sep 08, 2012 $97,614 -
$130,687
IT Service Lead Cisco Systems, Inc. San Jose, CA Aug 25, 2014 $96,845 -
$135,000
IT Service Lead Cisco Systems, Inc. San Jose, CA Apr 30, 2012 $96,221 -
$123,700
IT Service Lead Cisco Systems, Inc. San Jose, CA Apr 02, 2012 $96,221 -
$123,700
IS Technical Lead, Shared Services Stryker Corporation Portage, MI Oct 10, 2016 $96,197
IT Service Lead Cisco Systems, Inc. Parkton, NC Jun 26, 2015 $96,096 -
$125,600

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Top Skills for A Service Technician Lead

TroubleshootWindowsServerHardwareCustomerServiceTechnicalSupportWebServicesPreventativeMaintenanceHvacFinancialPatientCareSuperviseArchitectureCustomerSatisfactionSQLServerServiceCallsStatusInternetVoipVerizonVitalSigns

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Top Service Technician Lead Skills

  1. Troubleshoot
  2. Windows Server
  3. Hardware
You can check out examples of real life uses of top skills on resumes here:
  • Use SIS and ET to effectively troubleshoot problems, and use DBS to order parts to effectively repair.
  • Install any and all hardware for the customer monitors, computers, scanners, printers etc.
  • Service Technician: Responsible for repairs, sales and overall customer service and satisfaction.
  • Provide technical support to customers on operational or maintenance aspects of system equipment.
  • Implemented the new Geocentric Web Services (C# 2.0, ASP.NET):.

Top Service Technician Lead Employers

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