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Are you searching for a desktop support engineer job description? Get to know about the duties, responsibilities, qualifications, and skills requirements of a desktop support engineer. Feel free to use our desktop support engineer job description template to produce your own desktop support engineer job description. We also provide you with information about the salary you can earn as a desktop support engineer.

 

Who is a Desktop Support Engineer?

A Desktop Support Engineer is a skilled IT expert well-versed in resolving small-scale as well as complex IT problems and difficulties. Varied organizations ranging from boutique firms to large-scale organizations need such employees to maintain the seamless running of their day-to-day operations. They operate as part of the technology or IT helpdesk or service departments often reporting to the Systems Engineer or Senior Engineer.

Desktop support engineers are IT support specialists who assist clients with hardware and software issues. On-site or remote technical help for computer hardware configuration, software installation, and update, and simple IT issue resolution are among their responsibilities.

 

The field of engineering known as desktop support engineering deals with the resolution of various information technology (IT) problems. Desktop support engineers are IT experts who resolve problems with a company’s desktop computers. They deal with server and security concerns that affect company networks as well as work with laptops.

Nearly all global industries operate on computers in the current day. Regardless of size, every business has its own IT infrastructure that it uses to complete daily operations. Therefore, maintaining this IT infrastructure is crucial to every organization. A desktop support engineer can help in this situation.

They assist in maintaining office equipment, provide break-fix and limited technical counseling and support, and resolve any software-related problems on a user’s computer as well as on the networks, phones, and printers used by the business.

 

In their day-to-day job, Desktop Support Engineers are responsible for the installation, management, and support of hardware and software. They also advise on concerns concerning the network environment and are responsible for mobile devices and apps.

In certain places of work, the upkeep of office gear such as printers, telephones, and/or video conferencing technologies also comes within their area of ​​responsibility. As computer difficulties may emerge at any moment, Desktop Support Engineers may be requested to work a range of shifts, including evenings and weekends.

Although they can access other employees’ computers remotely and primarily operate from their office or desk, they may have to go to specific work locations and server rooms, frequently being asked to pick up and carry heavy equipment and components.

 

Desktop Support Engineer Job Description

What is a desktop support engineer job description? A desktop support engineer job description is simply a list of duties and responsibilities of a desktop support engineer in an organization. Below are the desktop support engineer job description examples you can use to develop your resume or write a desktop support engineer job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.

The duties and responsibilities of a desktop support engineer include the following;

• Address user tickets involving hardware, software, and networking.
• Walk consumers through installation software and computer peripherals.
• Ask focused inquiries to detect issues.
• Guide people using clear, step-by-step instructions.
• Conduct remote troubleshooting.
• Customize desktop programs to match user demands.
• Record technical concerns and solutions in logs.
• Direct unresolved concerns to the next level of support staff.
• Follow up with customers to verify their systems are operating.
• Report client comments and prospective product requests.
• Help produce technical documentation and manuals.
• Support the installation of new hardware and software applications on the network, including verifying the compatibility of new programs with current systems.
• Manage computer security by monitoring user actions for evidence of illegal access or harmful conduct.
• Provide technical help for computer users by addressing inquiries about software programs or hardware setups.
• Coordinate with suppliers to verify that new equipment is compatible with current technologies.
• Perform routine maintenance chores like virus scans, upgrading antivirus software, and backing up data.
• Install and support new computer gear such as servers, routers, or other network equipment.
• Upgrade current hardware by removing old components and introducing new ones.
• Install new programs on PCs or maintain current applications by upgrading them with fresh patches or fixes.
• Create thorough reports of findings and solutions to issues reported during support sessions.
• Oversee and update allocated support service requests.
• Handle daily technical support tasks on desktop support, data network, and server administration.
• Grow customers and communicate to the Account Manager by assessing new prospects.
• Set up desktop PCs and accessories and test network connectivity.
• Install and test desktop software apps and internet browsers.
• Test computers to guarantee the correct operation of computer systems.
• Train end users on the utilization of computer gear and software.
• Develop and maintain good professional working relationships with contractor people, co-workers, and clients.
• Adhere to policies as per company manuals and guidelines.
• Set up machines and install software for numerous apps and programs.
• Interact with staff about desktop issues and their solutions.
• Network and link computers throughout the company to enhance communication.
• Order or acquire computer systems and communicate with the procurement and supply department.
• Maintain computer peripheral devices like printers and tackle related difficulties.

 

Qualifications

• A computer science or information technology bachelor’s degree.
• Proven job experience as a desktop support engineer or support technician.
• Advanced understanding of computer hardware systems, chipsets, memory modules, and peripherals.
• Knowledge of common operating systems, software programs, and remote connection technologies.
• Ability to tackle difficult hardware and software challenges.
• Ability to travel and work after hours as required.
• Excellent interpersonal skills.
• Good written and verbal communication abilities.

 

Essential Skills

• Communication skills: As a support engineer, you’ll need to speak with a range of individuals, including customers, other support personnel, and management. It’s crucial to be able to speak clearly and simply to ensure everyone understands you and you comprehend them. You’ll also need to be able to interact with consumers courteously and professionally.
• Technical knowledge: Technical knowledge is the capacity to comprehend and use technology. Support engineers must have a good grasp of the software and hardware they support. This helps them to debug difficulties and find the best solutions.
• Problem-solving abilities:Problem-solving skills are vital for support engineers since they constantly solve technological difficulties for customers. They employ their problem-solving talents to identify the cause of the issue, study various solutions and apply the most effective solution. They also utilize their problem-solving talents to anticipate possible problems before they arise, which may assist avoid downtime and enhance customer satisfaction.
• Attention to detail: Because support engineers commonly interact with clients over the phone or via chat, they must have tension to detail attention so they can correctly identify and fix consumer concerns. It’s also crucial for them to have excellent attention to detail while troubleshooting computer difficulties, as this guarantees they can identify the cause of the problem and rectify it.
• Customer service: Customer service abilities may help you deal with clients and customers professionally and helpfully as a support engineer, you may be the first person a client talks to when they have a technical problem. Your customer service abilities may help you handle difficulties quickly and assist consumers to understand the measures they need to follow to address their situation.
• VPN Configuration: VPNs, or virtual private networks, are software programs that enable distant users to access a network as if they were physically there. Desktop support engineers typically need to establish VPNs for their employers’ customers so the clients may remotely access their computer systems. This needs knowledge of how to set up and manage VPNs on different operating systems.
• Hardware Installation: Hardware installation is the capacity to install and configure computer hardware, including CPUs, memory, storage devices, input/output controllers,s and other components. Desktop support engineers must have this expertise since they regularly deal with current hardware while debugging problems or installing software upgrades. Being able to physically install new gear may help an engineer more swiftly tackle technical difficulties.
• Active Directory: Active Directory is a solution that enables you to manage user accounts, passwords, and other information for your business. It’s crucial to know how to utilize this software so you can establish new accounts, reset passwords and update employee information as required. The active directory also lets you keep track of the numerous devices in your network, including PCs, printers, and servers.
• Printer Setup: The printer setup is the process of installing and configuring a printer on a computer network. Desktop support engineers typically need to set up printers for their companies, thus this ability may be extremely valuable in your profession. You may also utilize printer setup when you fix printer difficulties or install new equipment.
• Troubleshooting: Troubleshooting is the capacity to discover and handle difficulties. As a desktop support engineer, you may need to diagnose software or hardware issues on computers. This needs time and attention to detail as well as an awareness of how various computer components function together. You may also apply your troubleshooting abilities while fixing customer support concerns.
• Analytical Skills: Analytical abilities are the ability to examine facts and information, detect patterns and trends and generate logical conclusions based on your observations. As a desktop support engineer, you may need to study logs or other records of system activity to discover what caused an error or problem. You also need to be able to analyze prospective solutions and foresee how they could influence the computer network.
• Software Installation: A desktop support engineer has to know how to install software on a computer. This involves installing operating systems, software, and other tools that enable computers to work effectively. A desktop support engineer must be able to install new software as required so they can troubleshoot any difficulties that may occur from the installation procedure.
• System Administration: System administration is the capacity to administer and maintain computer systems. A desktop support engineer must have this expertise since it helps them to maintain their company’s PCs working properly. This involves installing software, monitoring system performance, and addressing difficulties that may develop.
• Networking: Networking is the practice of creating ties with individuals in your field. This may help you uncover new work prospects, learn about trends in your sector and connect with other experts who may be able to suggest customers or projects to you. It’s crucial to maintain expanding your network throughout your career as a desktop support engineer.
• Remote Support: Remote help is the ability to give technical assistance through a phone or video conversation. Desktop support engineers must have this talent since it enables them to aid customers remotely, which may save time and money. Remote assistance also allows an engineer greater freedom in organizing their work hours.
• Organization:The organization can keep track of files, records, and other stuff. As a desktop support engineer, you may need to arrange your workspace so that you can reach important tools and information fast. You also can be responsible for managing data on computers or servers, which needs attention to detail and an ability to keep organized.
• Help Desk Ticketing Systems: Help desk ticketing systems are software tools that enable firms to monitor customer care requests. They may include a database of all the tickets, which may include information about the requestor’s identity, contact information, and specifics about their concern. Desktop support engineers that have help desk ticketing abilities may utilize them to monitor incoming calls or emails from clients and route them to the proper personnel for resolution.

 

How to Become a Desktop Support Engineer

• Earn a bachelor’s degree: Most firms need desktop engineers to have a bachelor’s degree to apply for opportunities. Consider majoring in disciplines such as computer science, information technology, telecommunications, or other related professions. These programs take roughly four years to complete and most schools and institutions offer these or equivalent degrees for in-person and virtual learners. Coursework may include subjects like statistics, mathematics, programming languages, device usage, files and databases, network foundations, and computer science theory.
• Complete an internship program: Completing an internship in the IT area may help you gain skills you may utilize in desktop engineering employment. You might even be required by your school to do an internship to graduate. These practicum courses may enable you to work in roles such as a junior IT support technician, and execute activities including changing hardware, fixing password difficulties, completing hardware safety inspections, testing new technology, and setting up new user accounts. For assistance discovering and applying for an internship, try talking to a representative from your school’s career services department.
• Consider acquiring a certification: Many organizations and technology corporations provide specialized certificates to indicate content knowledge or mastery of certain operating systems, hardware, network systems, and other related areas. Consider being certified in one or more areas to give industry-endorsed documentation of abilities you’ve earned. To acquire most certificates, you’ll need to pass a written exam and pay a fee.
• Complete specialized training courses: Consider completing specialist training classes that concentrate on certain operating systems, networks, or other relevant areas of content expertise. Some courses may help you gain specialist certifications and others may enable you to exhibit micro-credentials on a résumé or professional social networking sites.
• Join a membership organization: Joining a membership group may enable you to access resources, career networking tools, training, certifications, and other beneficial information relating to the desktop engineer role and the wider IT sector. Related membership groups may include the Institute of Electrical and Electronics Engineers (IEEE), HDI, and CompTIA. Most membership groups demand annual dues to keep your registration active.
• Apply for jobs: Create a CV and cover letter that showcase your most relevant talents for each employment. Consider utilizing job advertisements as a reference to assist you to select what information to add when contacting each organization. You may also opt to develop a virtual portfolio with photographs, video clips, or write-ups about successful projects or activities you’ve performed relating to the IT business.

 

Where to Work as a Desktop Support Engineer

1. Information Technology companies
2. Telecommunication companies

 

Desktop Support Engineer Salary Scale

The average desktop support engineer income in the USA is $58,500 per year or $30 per hour. Entry-level occupations start at $47,500 per year while most experienced individuals earn up to $87,367 per year.

The average desktop support engineer income in the United Kingdom is £30,036 per year or £15.40 per hour. Entry-level occupations start at £25,902 per year while most experienced professionals get up to £45,423 per year.

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