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

 

Who is a Desktop Support Technician?

The function of a desktop support technician is unavoidable in today’s intelligence and with the advent of the worldwide computer sector. When something goes wrong with a desktop computer in an organization or in a designated field site, a Desktop Support Technician is contacted. They assist firms in troubleshooting issues in order to keep the system’s functionality in line with corporate objectives. They are primarily responsible for the installation, maintenance, and troubleshooting of essential software and hardware for clients and colleagues, whether locally or remotely. One of the backbones of any IT organization is the Desktop Support Technician. They’re also in charge of setting up, installing, and maintaining end-user workstation equipment (laptops/desktops) and other peripherals like IP phones. Computer gadgets will be removed and replaced as part of the maintenance activities. As per organizational norms, working with computer vendor technical support desks and linked services. The technician is responsible for the installation of software and hardware on a variety of operating systems, including Windows, Unix, Linux, and others.

 

The vast majority of employment in the twenty-first century needs the use of a computer, and when employees encounter problems with theirs, a Desktop Support Technician is on hand to help. A Desktop Support Technician helps users with their IT gear and applications by providing technical support and troubleshooting. They assist in getting IT equipment back up and running so that the firm may continue to run properly. A Desktop Support Technician must have excellent communication skills since they must effectively advise colleagues and clients with varying levels of technical competence on how to resolve technological issues.

A Desktop Support Technician can work remotely, assisting clients who have purchased certain IT products, or on-site, assisting employees in a specific firm with their IT problems. To adequately support clients and users, Desktop Support Technicians must have a thorough understanding of computer hardware and applications. Some Desktop Support Technicians are also tasked with laying the groundwork, installing, and maintaining computer systems and other IT hardware. Desktop support professional is in charge of troubleshooting malfunctioning computer systems that have an impact on their performance and efficiency. To traverse system applications and identify the system’s disparity, desktop support personnel must be extremely conversant with technology systems and programming codes. They preserve records of the ticket issue and its response for future reference and quality control. A desktop support specialist also performs regular inspections and monitors the effectiveness of installed programs and patches, as well as configuring and updating computer systems and networks for better optimization. When something goes wrong with an employee’s desktop computer or the company’s network, a desktop support technician works in the IT department as the first point of contact. Remote support over the phone to physically going to the computer to solve problems are all responsibilities. When a technical problem emerges with an employee’s computer or the company’s network, desktop support technicians are among the first to be contacted. They offer troubleshooting, problem-solving, and remote or on-site support. Develop hardware and software installation and setup abilities, as well as troubleshooting and problem resolution, customer service, and networking essentials.

Almost every company has technological requirements. Desktop Support Technicians will be needed for years to come, whether a firm has an in-house IT department with its own assistance personnel or relies on support from its IT equipment and software vendors. However, according to some industry observers, the use of chatbots and artificial intelligence (AI) to handle simple assistance needs is on the rise. The switch to the usage of some automated help desk programs, however, does not mean that the need for human Desktop Support Technicians will go away, according to the trade newspaper CIO. Instead, it may simply redirect humans to tasks that they excel at, such as solving complicated problems and delivering excellent customer service to customers and clients. While technical knowledge will always be required of a Desktop Support Technician, soft qualities such as communication, patience, and a desire to assist others are also valued by employers when hiring for this profession. Many industry analysts believe that in the coming years, the technical assistance area will radically move to a more customer-focused approach.

 

Desktop Support Technician Job Description

Below are the desktop support technician job description examples you can use to develop your resume or write a desktop support technician 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 technician include the following:

• Assist employees with the setup, configuration, and ongoing usage of computers, laptops, peripheral devices, and software in accordance with established standards and norms.
• Participate in a multi-layered client-server environment using various computing systems.
• Teach and guide staff hardware and software usage.
• Participate in significant technological department initiatives under the leadership of IT management and execute network and desktop environment problem detection.
• Update and maintain computer inventory and surplus equipment.
• Maintain and troubleshoot LAN/WAN, VoIP telephone, biometric, video, and other computing systems.
• Ascertain that desktop computers work effortlessly with a variety of platforms.
• Maintain the computing environment’s passwords, data integrity, and file system security.
• Communicate with vendor support contacts to resolve technical issues with desktop computing equipment and applications.
• Ensure that employees were properly using network and Internet privileges, and that network bandwidth requirements were met.
• Repair high-level operating systems, and perform complex malware eradication, data transfers, and system backups.
• Recommend and implement upgrades to maintain system longevity.
• Determine system procurement specs by assessing functional requirements.
• Identify and resolve issues with hardware and network connectivity.
• Maintain a high level of customer service by ensuring that all clients are treated courteously and efficiently.
• Organize a staff training session on the new software, applications, and hardware.
• Carry out network-related problem diagnosis and repair.
• Bring computer inventory and surplus equipment up to date and maintain them.
• Maintain excellent oral communication skills, including the ability to communicate effectively with both technical and non-technical colleagues at all levels of the company.
• Ensure that all distant users have VPN access.
• Use the IT service desk system and any other duties assigned by the firm to accurately record, update, and document requests.
• Assist with desktop system technical upgrades and maintenance.
• Take care of computer hardware, operating systems, network setups, and software installation, configuration, and troubleshooting
• Install and repair hardware, software, and peripheral equipment in accordance with design and installation specifications.
• Support for new application and system testing and deployment.
• Use the CITRIX platform to deploy WINTERMS.
• Plan for company mission-critical servers and database files to ensure redundancy, and manage backups, replications, and disaster recovery.
• Ensure that users on iPads, iPhones, and Android smartphones should have access to user assistance.
• Troubleshoot DNS, network, password resets, and other desktop issues for internal end-users.

 

Qualifications

• An associate’s degree in a computer-related field.
• A relevant bachelor’s degree is highly recommended.
• Work experience as a desktop support technician or something similar.
• Capabilities required to provide both in-person and remote IT assistance.
• Exceptional installation, diagnostic, upgrade, and restoration abilities.
• Excellent lateral and vertical thinking skills.
• Excellent time management abilities.
• Written and spoken communication skills
• Patient, adaptable, and helpful.

 

Essential Skills

• Problem-Solving: To work in IT, you need to be a good problem solver. You’ll receive multiple requests for help throughout the day, and each problem may require a different solution. You may need to think creatively or innovatively to solve complex issues that can affect several or all users in your organization. Assessing issues and implementing solutions are at the core of a desktop support technician’s job. These professionals must be able to systematically gather information from clients and use these details and their critical thinking to diagnose and resolve technical issues.
• Emotional intelligence: To become emotionally intelligent, consistently ask yourself how your actions affect your end-users. Being aware of the effect you have on others is being emotionally intelligent. Emotional intelligence is similar to empathy, but it differs in the sense that empathy is more about active listening. Conversely, emotional intelligence has more to do with understanding how what you do or say makes others feel and respond.
• Tech Savvy: While you don’t need to know all the answers when you first start out, you need to be generally tech-savvy and comfortable around computers. That means you’re not intimidated by modern technology and constantly evolving software.
• Attention to detail: Another essential skill every help desktop support technician should possess is the ability to pay attention to detail. This goes hand in hand with analytical thinking and involves listening to your end-user intently to find clues as to why they are having a technical problem, then homing in on and exploring the details that stand out to you. Desktop Support technicians who pay sharp attention to detail also tend to work well with second-and third-level teams and set a good value perception for end users. This skill helps these professionals find small errors, such as faulty code or a typo in the instructions that has a significant impact on the user’s experience with a technical product.
• Time management: For a Desktop Support technician, time management can’t be overemphasized. Time management isn’t necessarily about getting to work on time. That is punctuality. It involves making the most of your time so that you can deliver maximum value to your end-users. Time management works in tandem with collaboration. The more effectively you collaborate with those who can help you get your tasks done, the more you will be able to accomplish. If you are a lone wolf, you won’t get as much done.
• Multi-Tasking: Because you will need to address different tasks throughout the day, you need to be a good multitasker. In between requests, you may need to set up new accounts, show new users how to access and use the VPN, monitor the daily performance of the computer system, and train staff on how to use hardware and software.
• Calm Demeanor: In the midst of juggling your day’s work, you may find that everything changes in an instant when computers don’t work or systems crash. That well-thought-out to-do list can get tossed out the window and you may be faced with frantic calls for help. Users are panicked. You need to be calm.
• Communication: Communication is a key skill for support technicians. Whether you field calls or chats with someone through their computer, you need to listen (or read) closely and make users feel their problems are understood. You need to communicate the solution or next steps to them clearly and without IT jargon. Just because you speak fluent tech doesn’t mean the person using a desktop computer does. Strong communication skills are vital for a Desktop Support Technician, as they have to clearly provide instructions to colleagues and clients with varying levels of technical expertise about how to solve technical issues. Desktop support specialists must communicate highly technical information to users who aren’t always familiar with software and hardware systems and other technology. Strong communication skills are essential to bridge the knowledge gap and provide easily understood and actionable information to clients.

 

How to Become a Desktop Support Technician

1. Acquire education and earn a degree

One of the first things to consider if you want to become a Desktop Support Technician is how much schooling you’ll need. Even though some Desktop Support Technicians have a college degree, anyone with a high school diploma or GED can work as one. Desktop Support Technician education requirements differ from one organization to the next. Some computer experience is required for Desktop Support Technician employment, but not necessarily a postgraduate degree. Professionals who have completed some computer-related training are frequently skilled. Most firms accept workers with an associate’s degree in computer support technician, however, some organizations prefer candidates with a bachelor’s degree in computer science, information technology, or similar disciplines. A bachelor’s degree in computer science is preferred, but other technical fields will suffice. To broaden your understanding, consider taking courses in a variety of technological systems. When looking at how to become a Desktop Support Technician, picking the right major is crucial. When we looked into the most prevalent majors for Desktop Support Technicians, we discovered that they mostly earned Bachelor’s or Associate’s degrees. Diploma degrees or high school diploma degrees are often common on resumes for Desktop Support Technicians.

2. Gain a professional certification

Certifications can help you advance your job prospects. They validate your abilities and provide you with an advantage over the competitors. Certifications are also an excellent method to steer your career in a more specialized direction. Obtain vendor and other certifying agency technical certifications. Pursue advanced certification in the programs you wish to work with the most. This step may make it easier for you to find work, grow in your profession, or earn more money. Vendors or vendor-neutral certification providers typically provide certification programs. Certification verifies that a Desktop Support Technician has the necessary knowledge and skills. A company’s desktop supports professional may be required to have qualifications in the products and services the company uses. Aside from a bachelor’s degree in computer science, bearing in mind the ever-changing world, the following are top Desktop Support Technician Certifications that will help you advance your career:

CompTIA A+/ Network+, Microsoft, and Cisco certifications.

MCDST (Microsoft certified desktop support technician)

MCSE (Microsoft Certified Solutions Expert)

MCP (Microsoft Certified Professional)

HDI – Desktop Support Technician Certifications

3. Gain experience with operating systems

Desktop support professionals should be familiar with Windows, Linux, and other operating systems. This knowledge can be gained through a degree program, a relevant profession, or volunteer opportunities managing non-profit technology systems and databases. You might find that previous work experience will assist you in becoming a Desktop Support Technician. Many Desktop Support Technician jobs, in fact, need prior expertise as a Computer Technician. In the meantime, many Desktop Support Technicians have worked as Technical Support Specialists or Help Desk Analysts in the past.

4. Show your customer service skills

Those interested in becoming desktop support specialists should work in a ticketing-based help system. Any demonstrable expertise in customer service, on the other hand, is advantageous because it demonstrates your ability to communicate effectively with consumers and solve problems under pressure.

5. Get your resume ready.

Make a resume that emphasizes your technical knowledge and customer service abilities. List all of your technical certifications. To better connect your qualifications with the expectations of your potential employers, consider employing the terminology used in the job description.

6. Look for technical support jobs.

Look for employment as a desktop support specialist in your desired area and at firms where you want to work. Desktop support technician and IT desktop support are two other titles to consider.

 

Where to Work as a Desktop Support Technician

Desktop Support Technicians can be found in practically any industry or company, including hospitals, IT firms, retail stores, pharmaceutical organizations, MSPs (Managed Service Providers), Network Operation Centers (NOC), and freelancing providers such as FieldEngineer.com. Help Technicians provide remote support to multiple offices of a business and are the primary point of contact for local end-user support. Although most desktop support experts work in an office setting, many often work from home. They will typically work 40 hours a week, however, this is subject to change. They may have to work a variety of shifts, including nights, weekends, and holidays.

 

Desktop Support Technician Salary Scale

According to PayScale, the typical Desktop Support Technician’s salary in the United States ranges from $30,914 to $60,992. The income of a Desktop Support Technician varies greatly depending on their level of experience, geography, and other considerations. In Nigeria, a Desktop Support Technician earns roughly 252,000 NGN per month. Salaries vary between 124,000 NGN and 393,000 NGN.

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