What Does a Desktop Support Technician Do?
The vast majority of jobs in the 21st century can’t be done without a computer, and when employees have an issue with theirs, a desktop support technician is there to help. A desktop support technician provides technical support and troubleshooting to users with their IT hardware and software. They help get IT equipment back up and running to keep the business operating smoothly.
Strong communication skills are vital for desktop support technicians, as they have to clearly provide instructions to colleagues and clients with varying levels of technical expertise about how to solve technical issues. A desktop support technician can either be remote, working to support customers who have purchased particular IT products, or on-site, working to assist employees in a specific organization with their IT issues.
Desktop support technicians must have an in-depth knowledge of computer hardware and software to properly assist clients and users. Also, some desktop support technicians are called upon to assist with groundwork, installation, and maintenance of computer equipment and other IT hardware.
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National Average Salary
Desktop support technician salaries vary by experience, industry, organization size, and geography. To explore salary ranges by local market, please visit our sister site zengig.com.
The average U.S. salary for a Desktop Support Technician is:
Desktop Support Technician Job Descriptions
The first step when hiring a great desktop support technician is a well-crafted job description. Below are real-world examples to help give you the best chance of success on your recruiting journey.
Desktop support technicians are responsible for providing technical assistance to employees within a company. This involves providing training materials referring to computer usage and troubleshooting, resolving any software and hardware problems, and offering step-by-step guidance to help a struggling employee navigate a computer’s operating system. This job opportunity involves a large range of tasks and responsibilities. Desktop support technicians will need to stay updated on system requirements to avoid any network interruptions during the workday. If you perform well in your duties, you may be promoted to higher IT positions, such as network or system administrator.
Typical duties and responsibilities
- Walk customers through installing applications and computer peripherals
- Conduct remote and in-person troubleshooting
- Customize desktop applications to meet user needs
- Evaluate new applications and software patches
- Record technical issues and solutions in logs
Education and experience
- An associate degree in Information Technology or a relevant field is required for this position.
- Certifications like COMPTIA A+ Certification and Microsoft Certified Professional (MCP) are strongly preferred.
Required skills and qualifications
- Hands-on experience with Windows/Linux/Mac OS environments
- Ability to perform remote (and face-to-face) troubleshooting and provide clear instructions
- Expertise in customer service
- Excellent problem-solving and multitasking skills
Currently seeking a Desktop Support Specialist that will be responsible for troubleshooting hardware, software, and networking issues for the company.
- Serve as the initial contact for reporting of technical issues and answering questions regarding software, hardware, and/or network issues
- Accurately diagnose and resolve technical issues
- Effectively escalate issues to the appropriate resources when necessary
- Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation
- Ability to prioritize work and exercise good judgement while managing multiple tasks
- At least 4 years experience in a technical support or helpdesk role
- Proficiency with current Windows OS
- Experience with Active Directory and Exchange
- Experience with O365 Administration and Troubleshooting
- Knowledge and experience supporting, troubleshooting, and configuring PC Hardware
- End-User desktop support, mobile device support, email support, phone support, etc.
This position is responsible for responding to, diagnosing, and troubleshooting problems through interaction with our internal clients to restore service. Position requires individuals to interact with internal clients closely, diplomatically, and technically. Strong interpersonal and communicational skills are required. Candidates must be self-starters who possess the ability to work independently and as part of a team. Excellent communication skills and a commitment to providing the highest quality client service are strongly preferred.
- Provide operational technical support to clients relating to firm equipment
- Manage ongoing maintenance and deployment of new hardware and software for device life cycle
- Monitor and update service requests and incidents within the IT Service Management (ITSM) tool
- Provide on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions
- Act as an escalation point to Tier 1 group regarding any application – or hardware – related inquiry or issues relating to Microsoft Office, Windows OS, Citrix-based solutions, and smart devices
- Imaging of desktop and laptop computers—knowledge of System Center Configuration Manager (SCCM) is a plus
- Provide setup, configuration, and troubleshooting of video conferences for internal and external meetings
- Prepare workstations, including the setup and configuration of laptops and desktops
- Interface with hardware vendors to facilitate repair and installation
- Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues
Experiences and skills required
- B.A./B.S. in related field or equivalent education/experience to provide necessary skills to perform primary responsibilities
- Ability to multi-task, work under pressure, and handle interruptions while maintaining flexibility in work assignments
- Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude
- Ability to lift and/or move computer equipment and boxes
- Knowledge of Microsoft Windows OS and Microsoft Office Suite
- Ability to maintain professional communication by phone, email, and in person with lawyers, administration, support staff, and IT staff
- A + Certification preferred
- Knowledge of Cisco video conference solutions a plus
- Prior experience working for a professional service organization preferred
The position requires the individual to act independently using these skills, experiences, and training to resolve client issues. Duties include hardware and software installation and deployment of PCs and peripherals, with a focus on Apple devices, OS, and applications.
- Maintain all necessary hardware and software inventories for all corporate devices
- Configure iTunes for successful profile and library synchronization, including playlists and content
- Answer helpdesk phone calls to assist clients
- Support and maintain user account information including rights, security, and systems groups
- Setup, configure, and provide maintenance to corporate devices
- Document, maintain, upgrade, and replace hardware and software systems for desktop and peripheral equipment
- Maintain, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals, including mobile devices
- Bachelor’s degree in Computer Science or related course of study
- At least 5 years of experience with Apple hardware and software in an IT Technical support role
- JAMF administration and use for centralized management of Macs
- Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
- Active Directory User/Computer Account Administration
- Mobile Device support knowledge (Blackberry, iPhone, iPad, Android, etc.)
- ACMT and/or ACiT Certifications or equivalent experience
- Apple device and Windows OS hardware and OS knowledge
Candidate Certifications to Look For
- CompTIA A+ Certification. The CompTIA A+ certification is designed for beginners and prepares candidates to install, configure, and maintain personal computers, mobile devices, printers, and laptops. They learn basic networking, PC troubleshooting skills, and various operating systems. The CompTIA A+ program includes two exams that cover a wide range of topics from baseline security skills to troubleshooting and problem solving to configuring device operating systems for Windows, Mac, Linux, Chrome OS, and others. The CompTIA A+ prepares candidates to work in a variety of IT positions.
- Google IT Support Professional Certificate. The Google IT Support Professional Certificate proves a candidate’s ability and skills in wireless networking, computer assembly, program installation, and customer service and puts them on their way to landing a top-notch IT entry-level job. The program includes 5 courses, video lectures, quizzes, and hands-on labs and takes anywhere from 3 to 6 months to complete by dedicating at least 5 hours a week to it.
Sample Interview Questions
- What are the responsibilities of a desktop support specialist?
- What is your troubleshooting process?
- How do you start Windows OS in safe mode?
- Can you describe a time when you were not able to resolve a technical problem yourself? How did you handle the situation?
- Which OS are you most comfortable working with?
- What is the Active Directory and what is it used for?
- What is a default gateway and why is it necessary?
- How would you convert a hard disk into a dynamic hard disk?
- What is the difference between the MSI file and exe file?
- How would you recover the data on a system that is infected by a virus?
- What is the difference between permission, rights, and policy?
- What is the difference between incremental backup and differential backup?
- How would you solve an issue where a user’s monitor is not working?
- What steps would you take to troubleshoot a system that is running very slow?
- How does DHCP work?
- What is the difference between reverse DNS lookup and forward DNS lookup?
- What is the difference between serial and parallel ports?
- How would you handle an irritated customer?
- How do you handle pressure at work?