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Become A Services Desk Technician

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Working As A Services Desk Technician

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does A Services Desk Technician Do At KBR

* Provide technical support to organizations internal users of desktop applications and hardware.
* Answer questions related to procedures, transactions, system status, interacting with network services and application developers in order to restore service, usability, and identify problems.
* Under direct supervision, assists in monitoring, responding, configuring, installing, and repairing hardware and software problems according to established procedures.
* Deliver IT support remotely over the telephone.
* Implement the most effective solutions when resolving end user computing issues while meeting service level agreements.
* Support customer on day to day issues in the operation of standard PC equipment including desktops, laptops, thin clients, software, printers, and peripherals.
* BENEFITS
* KBR offers a selection of competitive lifestyle benefits which could include a 401K plan with company match, medical, dental, vision, life insurance, AD&D, flexible spending account, disability, paid time off, or flexible work schedule.
* We support career advancement through professional training and development.
* KBR is an equal opportunity employer.
* All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law

What Does A Services Desk Technician Do At Progressive It

* Responds to all inbound request for PC and Apple hardware, software, e-mail, proprietary application, network connectivity (VPN & RSA Token), and network administration support via voice, email, web, or chat
* Processes request through formal incident management process including logging a ticket for each new issue
* Serves as customer advocate by assuming ownership of all open issues through completion.
* Follows up with end users during and at the end of each issue
* Answers all contacts in a professional, friendly and timely manner
* Builds strong relationships with end users by projecting a positive attitude, showing sincere concern, providing helpful support and making the end user feel important
* Troubleshoots and problem solves efficiently by using active listening skills and asking pertinent and specific questions
* Understands and proficiently utilizes ITSM tools and management systems and knowledge tools
* Provides intermediate to advanced technical support for Microsoft Windows (2000, XP, 7), Apple OS X, Microsoft Office (2000
* Project, Visio, Internet Explorer, add-ons and other web browsers
* Provides intermediate to advanced technical support for PC infrastructure including PCs (desktops, laptops), printers, and other peripherals
* Provides basic to intermediate technical support for Apple systems (desktops and MacBook’s)
* Provides advanced technical support for personal telephony devices including iPads, iPhones, Blackberrys and other PDAs

What Does A Services Desk Technician Do At Nana Regional Corporation

* Monitor large enterprise Network Operation Center networks and systems and respond to system events with Tier I support, elevating as needed to activate Tier II/III support actions.
* Provide Tier I contact and incident resolution to customers with hardware, software, and application problems.
* Provide resolution of incidents during the first call or at Tier I.
* Document incident status using incident management systems and database tools.
* Support data transfer activities across networks and classification levels (cross domain).
* Provide enterprise problem resolution using established SOPs and Run Books.
* Provide full emergency system power down following established procedures

What Does A Services Desk Technician Do At Power Engineers

* Gather the customer's information and determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.
* Perform local and remote troubleshooting of hardware, software, network, telephone, and AV problems.
* Collect and document all issues, symptoms, testing performed, resolutions, etc. for each support request.
* Perform hardware installation, maintenance, troubleshooting and repair as necessary.
* Perform software installations, upgrades and patches.
* Provide both informal/formal training to end-users.
* Work with Department managers to identify hardware needs for new and existing employees.
* Configure and prepare new workstation hardware for deployment to end-users.
* Ensure customer is kept up to date during the life of the support ticket

What Does A Services Desk Technician Do At Criterion Systems

* The Service Desk Tools Technical Lead shall be responsible for
* coordinating and managing day-to-day service delivery of their respective area.
* This includes all operational environments, organizational relationships, and
* service delivery activities, in cooperation and coordination with Government
* personnel, other IT service providers, and all third-party providers associated
* with delivering or supporting the Government IT environment.
* The Service Desk
* Tools Technical Lead shall be responsible for quantifying service disruptions
* and facilitating after action problem management and service delivery issues.
* They shall report to the Project Managers as well as the government leadership

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How To Become A Services Desk 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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Services Desk Technician jobs

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Services Desk Technician Career Paths

Services Desk Technician
Desktop Support Analyst Network Administrator Senior System Administrator
Data Center Manager
9 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Network Engineer Information Technology Manager Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Infrastructure Analyst Information Technology/Support Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Service Desk Analyst Desktop Support Analyst Systems Administrator
Information Technology Director
10 Yearsyrs
Field Service Technician Network Technician Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Network Administrator Systems Administrator
Information Technology Manager
8 Yearsyrs
Network Engineer Network Administrator Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Systems Analyst Senior Software Engineer
Lead Technician
6 Yearsyrs
Field Technician Project Manager Product Manager
Research And Development Technician
6 Yearsyrs
Systems Engineer Senior Systems Engineer Systems Administrator
Senior Network Administrator
6 Yearsyrs
Systems Administrator Network Engineer
Senior Network Engineer
7 Yearsyrs
Service Desk Analyst Systems Administrator
Senior System Administrator
8 Yearsyrs
Systems Analyst Business Analyst
Senior Systems Analyst
7 Yearsyrs
Network Administrator Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Systems Engineer Senior Software Engineer Lead Technician
Senior Technologist
6 Yearsyrs
Desktop Support Analyst Systems Analyst Solutions Architect
Solutions Manager
8 Yearsyrs
Infrastructure Analyst Technical Support Specialist Systems Analyst
Systems Manager
7 Yearsyrs
Field Technician Lead Technician Technical Manager
Technical Director
7 Yearsyrs
Field Service Technician Technical Support Specialist Information Technology Manager
Technical Services Manager
8 Yearsyrs
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Services Desk Technician Demographics

Gender

  • Male

    76.8%
  • Female

    21.4%
  • Unknown

    1.9%

Ethnicity

  • White

    77.3%
  • Hispanic or Latino

    12.4%
  • Asian

    7.8%
  • Unknown

    1.9%
  • Black or African American

    0.6%
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Languages Spoken

  • Spanish

    56.3%
  • Portuguese

    7.0%
  • French

    5.6%
  • Vietnamese

    4.2%
  • German

    4.2%
  • Russian

    4.2%
  • Hindi

    2.8%
  • Chinese

    1.4%
  • Filipino

    1.4%
  • Dutch

    1.4%
  • Japanese

    1.4%
  • Malay

    1.4%
  • Malayalam

    1.4%
  • Persian

    1.4%
  • Tagalog

    1.4%
  • Danish

    1.4%
  • Korean

    1.4%
  • Italian

    1.4%
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Services Desk Technician

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Services Desk Technician Education

Services Desk Technician

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Real Services Desk Technician Salaries

Job Title Company Location Start Date Salary
Service Desk Technician Mphasis Corporation San Francisco, CA Dec 20, 2016 $86,403
Service Desk Technician-News Flex System Adminis National Public Radio, Inc. Washington, DC May 15, 2013 $66,625
Service Desk Technician Expert Experian Marketing Solutions, Inc. New York, NY Sep 10, 2011 $44,990
Service Desk Tech Ntirety, Inc. Dedham, MA Sep 14, 2013 $43,264

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Top Skills for A Services Desk Technician

ComputerHardwareActiveDirectoryServiceDeskTroubleshootRemoteDesktopNetworkPrintersTechnicalSupportEmailPhoneCallsVPNLaptopsWindowsXPCitrixPasswordResetsUserAccountsDeskSupportSetupEndUserInternetExplorerRemoteAccess

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Top Services Desk Technician Skills

  1. Computer Hardware
  2. Active Directory
  3. Service Desk
You can check out examples of real life uses of top skills on resumes here:
  • Provided solutions for both local and national employees with computer hardware and software related issues.
  • Work on various programs including: MS Outlook, Active Directory, Service Now, and AS400.
  • Monitor the IT Service Desk mailbox and call queue, responding to queries as appropriate in a timely and efficient manner.
  • Experience troubleshooting and resolving technical problems for users Blackberry devices.
  • Utilized Remote Desktop software for troubleshooting and assistance in expediting solutions for end users.

Top Services Desk Technician Employers

Services Desk Technician Videos

A Day In The Life of Help Desk

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A Day in the Life of a Sinclair User Support Technician

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