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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

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
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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Average Length of Employment
Computer Analyst 3.3 years
Pc/Lan Analyst 3.3 years
Network Technician 3.1 years
Help Desk Leader 3.0 years
PC Support Analyst 3.0 years
Help Desk Operator 2.9 years
PC Analyst 2.7 years
MIS Technician 2.7 years
LAN Technician 2.7 years
Technician 2.6 years
Desktop Engineer 2.6 years
On-Site Technician 2.4 years
Support Analyst 2.3 years
Server Technician 2.1 years
Help Desk Analyst 2.1 years
POS Technician 1.9 years
Help Desk Engineer 1.8 years
Service Desk Agent 1.7 years
Imac Technician 1.6 years
Student Technician 1.6 years
Junior Technician 1.6 years
Help Desk Agent 1.5 years
Dell Technician 1.3 years
Top Employers Before
Internship 4.3%
Technician 3.2%
Top Employers After

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 Education

Schools

University of Phoenix

17.9%

Northern Virginia Community College

10.7%

University of Maryland - University College

7.7%

Strayer University

6.6%

Western Governors University

5.1%

Colorado Technical University

5.1%

ECPI University

4.1%

Community College of the Air Force

4.1%

American University

4.1%

Metropolitan State University of Denver

3.6%

Kaplan University

3.6%

University of Alabama

3.1%

Saint Louis University-

3.1%

University of North Texas

3.1%

Heald College - Central Administrative Office

3.1%

ITT Technical Institute-Owings Mills

3.1%

Western New England College

3.1%

Anne Arundel Community College

3.1%

ITT Technical Institute-San Antonio

3.1%

Cambridge College

3.1%
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Majors

Information Technology

21.8%

Computer Information Systems

14.3%

Computer Science

13.1%

Business

10.1%

Computer Networking

8.8%

Criminal Justice

3.8%

Information Systems

3.7%

Computer Systems Security

3.2%

Electrical Engineering

3.1%

Management Information Systems

2.0%

Computer Technical Support

2.0%

Computer Engineering

1.9%

General Studies

1.8%

Communication

1.7%

Management

1.6%

Graphic Design

1.5%

Project Management

1.4%

Electrical Engineering Technology

1.3%

English

1.3%

Political Science

1.3%
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Degrees

Bachelors

39.7%

Associate

25.0%

Other

22.4%

Masters

6.8%

Certificate

4.6%

Diploma

1.3%

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

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

What do help desk technicians do?

A Day in the Life of a Sinclair User Support Technician

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