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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
  • $87,792

    Average Salary

What Does A Services Desk 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 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
Network Administrator Systems Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Field Service Technician Technical Support Technician Technical Support Specialist
Help Desk Manager
6 Yearsyrs
Infrastructure Analyst Information Technology/Support Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Infrastructure Analyst Desktop Support Analyst 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
Systems Engineer Systems Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Network Engineer Network Administrator Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Systems Engineer Lead Technician Technical Support Specialist
Level Senior Technician
6 Yearsyrs
Service Desk Analyst Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Service Desk Analyst Level Senior Technician Systems Administrator
Senior Network Administrator
6 Yearsyrs
Field Technician Technical Support Specialist Support Analyst
Senior Support Analyst
6 Yearsyrs
Field Technician Field Service Technician Technical Support Technician
Senior Support Technician
5 Yearsyrs
Field Service Technician Technical Support Specialist
Senior Technical Support Specialist
5 Yearsyrs
Systems Analyst Business Analyst Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Desktop Support Analyst Information Technology Manager Service Delivery Manager
Service Desk Manager
8 Yearsyrs
Systems Analyst Systems Engineer
Systems Manager
7 Yearsyrs
Desktop Support Analyst Network Administrator Technical Support Engineer
Technical Account Manager
7 Yearsyrs
Network Administrator Systems Analyst Lead Technician
Technical Manager
7 Yearsyrs
Network Engineer Network Manager Network Administrator
Technical Services Manager
7 Yearsyrs
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Do you work as a Services Desk Technician?

Help others decide if this is a good career for them

Average Length of Employment
Help Desk Analyst 2.1 years
Service Desk Agent 1.7 years
Help Desk Agent 1.5 years
Top Employers Before
Internship 4.4%
Technician 3.5%
Top Employers After

Do you work as a Services Desk Technician?

Services Desk Technician Demographics

Gender

Male

76.7%

Female

21.4%

Unknown

1.8%
Ethnicity

White

59.6%

Hispanic or Latino

17.1%

Black or African American

11.1%

Asian

8.2%

Unknown

4.0%
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Languages Spoken

Spanish

53.2%

Portuguese

6.5%

French

6.5%

German

5.2%

Vietnamese

3.9%

Russian

3.9%

Hindi

2.6%

Tagalog

2.6%

Korean

2.6%

Italian

2.6%

Chinese

1.3%

Filipino

1.3%

Dutch

1.3%

Japanese

1.3%

Malay

1.3%

Malayalam

1.3%

Persian

1.3%

Danish

1.3%
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Services Desk Technician Education

Schools

University of Phoenix

18.3%

Northern Virginia Community College

10.2%

University of Maryland - University College

7.6%

Western Governors University

5.6%

Strayer University

5.6%

Colorado Technical University

5.6%

ECPI University

4.1%

Community College of the Air Force

4.1%

American University

4.1%

Metropolitan State University of Denver

3.6%

ITT Technical Institute-San Antonio

3.6%

Kaplan University

3.6%

University of Alabama

3.0%

Saint Louis University-

3.0%

University of North Texas

3.0%

University of Central Florida

3.0%

Heald College - Central Administrative Office

3.0%

Pennsylvania State University

3.0%

ITT Technical Institute-Owings Mills

3.0%

Kennesaw State University

3.0%
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Majors

Information Technology

21.9%

Computer Information Systems

15.0%

Computer Science

13.4%

Business

10.5%

Computer Networking

8.7%

Information Systems

3.8%

Criminal Justice

3.6%

Electrical Engineering

3.1%

Computer Systems Security

3.0%

Management Information Systems

1.9%

Computer Technical Support

1.8%

General Studies

1.8%

Computer Engineering

1.8%

Communication

1.6%

Management

1.5%

Project Management

1.4%

Graphic Design

1.4%

English

1.3%

Political Science

1.3%

Electrical Engineering Technology

1.2%
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Degrees

Bachelors

39.4%

Associate

24.8%

Other

22.0%

Masters

7.6%

Certificate

4.6%

Diploma

1.4%

Doctorate

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary

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

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  1. Computer
  2. Active Directory
  3. Remote Access
You can check out examples of real life uses of top skills on resumes here:
  • Monitored, installed, and performed maintenance/upgrades on desktop and laptop computers.
  • Utilized Active Directory to administer users/computers and provided troubleshooting support for LAN, servers and desktops.
  • Provide support to technical problems and IT issues involving desktop, laptop or network services from local personnel using remote access.
  • Provided technical support via telephone communication with end-users and on-site support for classroom issues.
  • Document all incidents, outages, status, and resolutions in problem management tool in accordance with IT Service Desk procedures.

How Would You Rate Working As a Services Desk Technician?

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Top Services Desk Technician Employers

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