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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
  • $44,000

    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 Career Paths

Services Desk Technician
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
7 Yearsyrs
Systems Administrator Information Technology Consultant Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Service Desk Analyst Team Leader Project Manager
Service Delivery Manager
10 Yearsyrs
Service Desk Analyst Team Leader Lead Technician
Technical Manager
7 Yearsyrs
Service Desk Analyst Team Leader Vice President
Chief Technology Officer
11 Yearsyrs
Technician Support Tier Manager Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Technician Support Tier Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technician Support Tier Network Engineer Systems Engineer
Systems Manager
6 Yearsyrs
Network Administrator Systems Analyst
Information Systems Manager
6 Yearsyrs
Network Administrator Consultant Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Infrastructure Analyst Desktop Support Analyst Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Infrastructure Analyst Desktop Support Analyst
Level Senior Technician
6 Yearsyrs
Infrastructure Analyst Network Engineer Network Manager
Technical Services Manager
7 Yearsyrs
Field Service Technician Systems Engineer Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Field Service Technician Technical Support Engineer Technical Support Manager
Technical Support Services Manager
6 Yearsyrs
Systems Engineer Senior System Administrator Help Desk Manager
Service Desk Manager
7 Yearsyrs
Field Service Technician Technical Support Engineer Level Senior Technician
Senior Technical Support Specialist
5 Yearsyrs
Systems Analyst Technical Analyst Desktop Support Analyst
Senior Desktop Support Technician
6 Yearsyrs
Systems Analyst Information Technology Analyst Application Support Analyst
Incident Manager
9 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 2.0 years
Junior Technician 1.7 years
Top Careers Before Services Desk Technician
Internship 3.7%
Cashier 3.0%
Technician 2.9%
Top Careers After Services Desk Technician
Technician 2.6%

Do you work as a Services Desk Technician?

Services Desk Technician Demographics

Gender

Male

71.0%

Female

20.8%

Unknown

8.2%
Ethnicity

White

59.4%

Hispanic or Latino

16.8%

Black or African American

11.3%

Asian

8.4%

Unknown

4.0%
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Foreign Languages Spoken

Spanish

56.2%

French

6.7%

German

5.6%

Russian

5.6%

Portuguese

4.5%

Vietnamese

3.4%

Tagalog

3.4%

Korean

2.2%

Italian

2.2%

Chinese

1.1%

Filipino

1.1%

Ukrainian

1.1%

Japanese

1.1%

Malay

1.1%

Malayalam

1.1%

Persian

1.1%

Hindi

1.1%

Danish

1.1%
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Services Desk Technician Education

Schools

University of Phoenix

21.4%

Northern Virginia Community College

8.4%

University of Maryland - University College

7.8%

Strayer University

7.5%

Western Governors University

5.5%

Community College of the Air Force

4.5%

ITT Technical Institute-San Antonio

4.5%

Colorado Technical University

4.2%

Florida State College at Jacksonville

3.6%

Kaplan University

3.6%

Metropolitan State University of Denver

3.2%

University of Wisconsin - Milwaukee

3.2%

Cambridge College

3.2%

ECPI University

2.9%

ITT Technical Institute-Troy

2.9%

University of North Texas

2.9%

University of Alabama

2.6%

Robert Morris University

2.6%

Heald College - Central Administrative Office

2.6%

Pennsylvania State University

2.6%
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Majors

Information Technology

21.0%

Computer Information Systems

15.4%

Computer Science

14.1%

Business

10.3%

Computer Networking

9.6%

Information Systems

3.6%

Criminal Justice

3.4%

Computer Systems Security

2.8%

Electrical Engineering

2.6%

Management Information Systems

2.1%

General Studies

2.0%

Computer Engineering

1.7%

Psychology

1.7%

Management

1.6%

Communication

1.5%

Computer Technical Support

1.5%

Electrical Engineering Technology

1.3%

Project Management

1.3%

Graphic Design

1.3%

Computer Programming

1.2%
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Degrees

Bachelors

39.8%

Associate

25.3%

Other

21.5%

Masters

7.4%

Certificate

4.5%

Diploma

1.2%

Doctorate

0.2%

License

0.1%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$44,000
View Detailed Salary Report
$28,000
Min 10%
$44,000
Median 50%
$44,000
Median 50%
$44,000
Median 50%
$44,000
Median 50%
$44,000
Median 50%
$44,000
Median 50%
$44,000
Median 50%
$71,000
Max 90%
Best Paying Company
John Deere
Highest Paying City
Sunnyvale, CA
Highest Paying State
New Jersey
Avg Experience Level
1.7 years
How much does a Services Desk Technician make at top companies?
The national average salary for a Services Desk Technician in the United States is $44,853 per year or $22 per hour. Those in the bottom 10 percent make under $28,000 a year, and the top 10 percent make over $71,000.

How Would You Rate The Salary Of a Services Desk Technician?

Have you worked as a Services Desk Technician? Help other job seekers by rating your experience as a Services Desk Technician.

Top Skills for A Services Desk Technician

  1. Computer Hardware
  2. Technical Support
  3. Active Directory
You can check out examples of real life uses of top skills on resumes here:
  • Resolve issues surrounding computer hardware, software, and telecommunications systems while demonstrating expertise in customer service and technical knowledge.
  • Provided additional customer and technical support as required.
  • Utilize Active Directory for daily troubleshooting and to administer user access and permissions.
  • Document all incidents, outages, status, and resolutions in problem management tool in accordance with IT Service Desk procedures.
  • Performed diagnostic testing, troubleshooting, and analysis of all system components based on documented procedures.

How Would You Rate Working As a Services Desk Technician?

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Top Services Desk Technician Employers

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