What Does a Desktop Support Technician Do?
A desktop support technician provides technical assistance to employees or clients experiencing issues with their desktop computers, laptops, or related devices. They install and configure hardware and software, respond to support tickets, and troubleshoot a wide range of technical problems. Whether it’s a slow PC, a faulty monitor, or a software error, desktop support technicians work to resolve issues quickly and efficiently to minimize downtime.
This role sits at the intersection of IT and customer service. Technicians often interact directly with users, either in person or remotely, so clear communication and a helpful attitude are just as important as technical knowledge. In many environments, they’re also responsible for onboarding new users, managing workstation inventory, and escalating complex issues to higher-tier IT staff.
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Desktop Support Technician Core Responsibilities
- Respond to help desk tickets and provide timely, professional technical support
- Diagnose and troubleshoot hardware, software, network, and peripheral issues
- Install, configure, and update operating systems and desktop applications
- Set up new user workstations, laptops, and equipment
- Maintain inventory of IT assets and perform equipment checkouts/returns
- Assist with user account setup and access permissions
- Document support actions and resolutions in the ticketing system
- Escalate unresolved issues to system administrators or network teams as needed
Required Skills and Qualifications
Hard skills
- Proficiency with Windows and macOS operating systems
- Familiarity with Active Directory, Office 365, and remote desktop tools
- Experience with hardware diagnostics, imaging, and system updates
- Working knowledge of network connectivity troubleshooting
- Ability to use IT service management platforms (e.g., ServiceNow, Jira)
Soft skills
- Strong customer service and communication skills
- Logical problem-solving and resourcefulness
- Ability to work independently and prioritize multiple support issues
- Patience and professionalism when handling user frustrations
Education
- Associate’s degree in information technology, computer science, or a related field
- Equivalent work experience may be accepted in lieu of formal education
Certifications
None required, but recommended certifications include CompTIA A+, CompTIA ITF+ or Network+, and Microsoft 365 Certified: Modern Desktop Administrator Associate.
Preferred Qualifications
- 1–3 years of experience in desktop or technical support
- Experience supporting virtual desktop environments or thin clients
- Familiarity with endpoint protection and security tools
National Average Salary
Desktop support technician salaries vary by experience, industry, organization size, and geography. Click below to explore salaries by local market.
The average national salary for a Desktop Support Technician is:
$60,211
Sample Job Description Templates for Desktop Support Technicians
Windows Desktop Support Technician
Position Overview
A Windows desktop support technician provides technical assistance to users operating within Windows-based environments. They resolve software, hardware, and system configuration issues to keep workstations running smoothly.
Responsibilities
- Troubleshoot and resolve issues in Windows 10/11 environments
- Assist with Group Policy settings, domain join errors, and user profile issues
- Manage Windows updates, driver conflicts, and system imaging
- Provide technical support for Microsoft Office and business applications
- Support Active Directory password resets and access permissions
Requirements
Hard skills
- In-depth knowledge of Windows OS, registry, and system tools
- Familiarity with SCCM, Group Policy, and Office 365
- Competence with hardware diagnostics and driver updates
Soft skills
- Analytical thinking and fast troubleshooting
- Clear communication across technical and non-technical users
Education
- Associate’s degree in IT or related field
Certifications
- CompTIA A+ or Microsoft 365 Certified: Modern Desktop Administrator recommended
Preferred Qualifications
- Experience supporting enterprise Windows environments with domain policies
macOS Desktop Support Technician
Position Overview
A macOS support technician specializes in troubleshooting and maintaining Apple desktops and laptops. They help users navigate hardware and software issues while ensuring systems integrate smoothly into enterprise or education networks.
Responsibilities
- Provide support for macOS updates, application issues, and network connectivity
- Assist with user account setup, MDM enrollment, and profile syncing
- Troubleshoot Safari, Mail, Keychain, and printer compatibility
- Install software using Jamf or similar MDM platforms
- Maintain inventory and perform basic hardware diagnostics
Requirements
Hard skills
- Strong understanding of macOS Ventura/Sonoma and Apple hardware
- Experience with MDM platforms like Jamf Pro or Kandji
- Familiarity with remote support tools and iCloud sync issues
Soft skills
- Patience and adaptability when troubleshooting user-specific issues
- Ability to explain complex fixes in accessible language
Education
- Associate’s degree or Apple technical training
Certifications
- Apple Certified Support Professional (ACSP) recommended
Preferred Qualifications
- Experience supporting hybrid Apple-Windows environments
Field Desktop Support Technician
Position Overview
A field desktop support technician provides on-site IT assistance at multiple business locations. They handle hardware repairs, peripheral installations, and in-person software troubleshooting that can’t be resolved remotely.
Responsibilities
- Travel between sites to address in-person support requests
- Repair desktop and laptop hardware, including memory and drive swaps
- Install monitors, printers, and network devices
- Configure user devices and assist with workstation setup
- Document resolutions and update ticketing system while in the field
Requirements
Hard skills
- Ability to troubleshoot hardware, Windows/macOS systems, and connectivity
- Familiarity with mobile diagnostic tools and basic networking
- Valid driver’s license and ability to carry equipment
Soft skills
- Self-sufficiency and comfort working unsupervised
- Strong interpersonal communication and professionalism on-site
Education
- Associate’s degree or technical school training
Certifications
- CompTIA A+ or ITIL Foundation recommended
Preferred Qualifications
- Previous experience in multi-site or field-based IT support
Remote Desktop Support Technician
Position Overview
A remote desktop support technician provides technical assistance to users through virtual channels. Using remote tools, they resolve issues related to hardware, software, and connectivity—without physical access to the user’s device.
Responsibilities
- Provide real-time support via remote tools like TeamViewer, RDP, or AnyDesk
- Walk users through software troubleshooting and configuration
- Resolve login issues, application errors, and system settings
- Record ticket activity and escalate advanced issues when needed
- Maintain strong response times across support queues
Requirements
Hard skills
- Proficiency in remote desktop platforms and help desk ticketing systems
- Strong knowledge of Windows/macOS troubleshooting
- Experience with VPN connectivity and remote file system navigation
Soft skills
- Clear verbal and written communication
- Calm, professional demeanor under pressure
- Ability to diagnose problems without physical inspection
Education
- Associate’s degree in computer support or related field
Certifications
- CompTIA A+ or HDI Support Center Analyst recommended
Preferred Qualifications
- Experience supporting distributed or remote-first teams
Desktop Deployment Technician
Position Overview
A desktop deployment technician specializes in preparing and rolling out new workstations and hardware for users. They handle imaging, configuration, and physical setup during refresh cycles, new hires, or office moves.
Responsibilities
- Install and configure operating systems and business applications
- Image devices using tools like MDT, SCCM, or Autopilot
- Deploy desktops, laptops, monitors, and docking stations
- Ensure users have access to accounts, printers, and shared drives
- Maintain logs of asset tags, serial numbers, and deployment records
Requirements
Hard skills
- Experience with system imaging and hardware configuration
- Familiarity with Windows setup automation and endpoint management tools
- Ability to lift and move equipment safely
Soft skills
- Organization and attention to deployment checklists
- Efficiency in high-volume rollouts
- Strong communication with end users and IT teams
Education
- Associate’s degree in IT or related field
Certifications
- CompTIA A+ or Microsoft Deployment Toolkit training recommended
Preferred Qualifications
- Prior experience in enterprise hardware refresh projects