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Working As a Technical Support Agent

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $29,000

    Average Salary

What Does A Technical Support Agent 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 Technical Support Agent

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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Technical Support Agent Career Paths

Technical Support Agent
Technical Support Specialist Systems Administrator
Information Technology Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Technical Support Specialist Consultant Account Manager
Sales Account Manager
6 Yearsyrs
Technical Support Technician Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Technical Support Technician Team Leader Vice President
Chief Information Officer
11 Yearsyrs
Technical Support Technician Team Leader Account Manager
Relationship Manager
6 Yearsyrs
Help Desk Analyst Network Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Help Desk Analyst Network Administrator Systems Analyst
Systems Manager
6 Yearsyrs
Help Desk Analyst Systems Analyst Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technician Network Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Technician Field Service Technician
Technical Services Manager
7 Yearsyrs
Technician Specialist Customer Service Supervisor
Supervisor, Technical Support
5 Yearsyrs
Team Leader Project Manager Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Information Systems Technician Network Technician Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Information Systems Technician Consultant Senior Business Analyst
Implementation Manager
8 Yearsyrs
Information Systems Technician Desktop Support Technician
Senior Support Technician
5 Yearsyrs
Help Desk Specialist Service Desk Analyst Service Desk Supervisor
Service Desk Manager
7 Yearsyrs
Specialist Senior Customer Service Representative
Technical Expert
5 Yearsyrs
Specialist Analyst Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Help Desk Specialist Service Desk Analyst
Incident Manager
9 Yearsyrs
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Average Length of Employment
Support Agent 2.0 years
Top Careers Before Technical Support Agent
Cashier 17.0%
Server 3.3%
Manager 2.6%
Agent 2.5%
Internship 2.5%
Supervisor 1.9%
Top Careers After Technical Support Agent
Cashier 9.6%
Agent 3.9%
Technician 2.6%
Server 2.5%

Do you work as a Technical Support Agent?

Average Yearly Salary
$29,000
Show Salaries
$23,000
Min 10%
$29,000
Median 50%
$29,000
Median 50%
$29,000
Median 50%
$29,000
Median 50%
$29,000
Median 50%
$29,000
Median 50%
$29,000
Median 50%
$35,000
Max 90%
Best Paying Company
Accenture Federal Services
Highest Paying City
San Diego, CA
Highest Paying State
California
Avg Experience Level
1.4 years
How much does a Technical Support Agent make at top companies?
The national average salary for a Technical Support Agent in the United States is $29,243 per year or $14 per hour. Those in the bottom 10 percent make under $23,000 a year, and the top 10 percent make over $35,000.

Top Skills for A Technical Support Agent

  1. Customer Service
  2. Internet
  3. Hardware Issues
You can check out examples of real life uses of top skills on resumes here:
  • Provided exceptional customer service while giving information about service coverage areas, device usage, applications, and hardware specifications.
  • Helped customers navigate through internet browsers and through operating systems to delete unnecessary temporary files and cookies in the operating systems.
  • Performed diagnostics and troubleshooting of system software and hardware issues, documented troubleshooting tickets/ resolutions.
  • Provided technical support to the clients on network connectivity issue, Wi-Fi security settings, hardware/software related issue and service availability.
  • Communicated via inbound/outbound telephone calls with consumers/service representatives via work from Home program.

Rank:

Average Salary:

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Top 10 Best States for Technical Support Agents

  1. District of Columbia
  2. Delaware
  3. Nebraska
  4. Virginia
  5. Colorado
  6. Wyoming
  7. Minnesota
  8. Connecticut
  9. North Dakota
  10. California
  • (291 jobs)
  • (122 jobs)
  • (183 jobs)
  • (1,278 jobs)
  • (832 jobs)
  • (85 jobs)
  • (623 jobs)
  • (360 jobs)
  • (87 jobs)
  • (3,066 jobs)

Technical Support Agent Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 11,429 Technical Support Agent resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Technical Support Agent Resume

View Resume Examples

Technical Support Agent Demographics

Gender

Male

49.1%

Female

41.4%

Unknown

9.5%
Ethnicity

White

61.4%

Hispanic or Latino

17.0%

Black or African American

11.6%

Asian

6.4%

Unknown

3.6%
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Foreign Languages Spoken

Spanish

60.4%

French

11.8%

German

3.4%

Arabic

3.4%

Portuguese

3.1%

Russian

2.8%

Chinese

2.2%

Japanese

2.2%

Hindi

1.9%

Italian

1.6%

Carrier

1.6%

Mandarin

0.9%

Urdu

0.9%

Turkish

0.6%

Korean

0.6%

Bosnian

0.6%

Thai

0.6%

Afrikaans

0.6%

Swedish

0.3%

Swahili

0.3%
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Technical Support Agent Education

Schools

University of Phoenix

25.2%

Salt Lake Community College

6.1%

Boise State University

5.5%

Utah Valley University

4.9%

Strayer University

4.7%

Kaplan University

4.7%

Arizona State University

4.6%

Ashford University

4.5%

American InterContinental University

4.3%

Broward College

3.9%

Austin Community College

3.9%

Brigham Young University

3.5%

Remington College

3.4%

Full Sail University

3.4%

Columbus State Community College

3.2%

The Academy

3.2%

College of Southern Nevada

2.9%

Mississippi State University

2.8%

University of Texas at Arlington

2.7%

University of Utah

2.6%
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Majors

Business

20.4%

Computer Science

9.6%

Information Technology

8.2%

Computer Information Systems

7.1%

Criminal Justice

6.4%

Psychology

5.0%

Computer Networking

5.0%

General Studies

4.2%

Health Care Administration

3.8%

Medical Assisting Services

3.7%

Communication

3.6%

Nursing

3.5%

Accounting

3.4%

Electrical Engineering

3.2%

Graphic Design

2.9%

Education

2.3%

Management

2.1%

Liberal Arts

1.9%

Computer Engineering

1.9%

English

1.7%
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Degrees

Other

35.4%

Bachelors

30.9%

Associate

21.1%

Masters

5.2%

Certificate

4.3%

Diploma

2.3%

License

0.5%

Doctorate

0.4%
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