How to Be Desk Engineer - Job Description, Skills, and Interview Questions

Apr 23, 2022 / 5 Minutes Read / By Albert

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The proliferation of technology in the modern age has had a dramatic effect on the role of the help desk engineer. As more businesses rely on computers, networks, and other technologies to power their operations, the need for help desk engineers to provide technical support has become increasingly important. The help desk engineer is responsible for troubleshooting hardware and software issues, providing assistance with setting up new systems and applications, maintaining system security, and providing advice on best practices. As technology continues to evolve and become more complex, the help desk engineer must stay ahead of the curve, constantly updating their knowledge and skill set in order to provide the best possible service to customers.

Steps How to Become

Earn a Bachelor's Degree. The first step to becoming a desk engineer is to earn a bachelor's degree in a field related to engineering, such as electrical engineering, computer engineering or mechanical engineering. Most employers require a four-year degree in an engineering field in order to be considered for a desk engineer position.
Learn Engineering Software. Desk engineers must be proficient in engineering software programs such as CAD (computer-aided design) and CAM (computer-aided manufacturing). This software is used to design and create a variety of products. Desk engineers should also become familiar with other software programs such as Microsoft Office and Visio.
Gain Experience. It is important to gain experience in the field of engineering before applying for a desk engineer position. Many employers prefer candidates who have at least two years of experience in the engineering field. Gaining experience can be done through internships, apprenticeships or part-time jobs.
Obtain Certification. Obtaining certification from a professional organization is another way to stand out from other job applicants. Certification is available from organizations such as the Institute of Electrical and Electronics Engineers (IEEE).
Apply for Desk Engineer Positions. After gaining the necessary education, experience and certification, individuals can begin applying for desk engineer positions. Companies that hire desk engineers include aerospace and automotive manufacturers, medical device manufacturers and engineering consulting firms.

Staying ahead and capable in the technical field requires staying informed of the latest developments and trends. This requires dedication to reading and researching industry news, blogs and articles, attending seminars and workshops, and participating in online forums and discussions. its important to stay up to date with software, hardware, and other technologies, as well as with certifications, so that one can remain knowledgeable and capable in their job.

Finally, its important to stay engaged with colleagues and peers; networking and collaboration can reveal new opportunities and ideas, enabling one to continue to grow in their career. With dedication to these activities, a Desktop Engineer can remain ahead and capable in their field.

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Job Description

Provide technical support to customers via telephone, email and in person.
Diagnose, troubleshoot and resolve technical problems.
Install and configure computer hardware, software, systems, networks, printers, and scanners.
Maintain and repair computer hardware and peripherals.
Monitor system performance and configure system settings to optimize network performance.
Create user accounts and reset passwords as needed.
Create and maintain user documentation and other technical documentation.
Provide on-site support for computer systems, networks, and peripherals.
Train users in the use of hardware and software.
Track and log service requests using an issue tracking system.
Respond to customer inquiries in a timely manner.
Document resolutions and process changes in a knowledgebase.

Skills and Competencies to Have

Knowledge of computer hardware, software, and peripherals.
Troubleshooting and problem-solving skills.
Strong customer service skills.
Knowledge of Windows and Mac operating systems.
Ability to diagnose and solve technical issues.
Good communication and interpersonal skills.
Ability to work in a team environment.
Knowledge of networking and active directory.
Knowledge of system administration and security protocols.
Ability to maintain and update documentation.

Having strong communication skills is essential for a Desk Engineer. Being able to communicate effectively with customers and colleagues is key to providing successful technical support. Desk Engineers must be able to listen and understand customer needs, as well as be able to explain complex technical problems in easy-to-understand language.

They must also be able to troubleshoot and diagnose problems quickly and accurately. In addition, Desk Engineers must be knowledgeable about the systems they are supporting, have the ability to research information, and have the capacity to learn new technology. Having technical proficiency in various software applications, networks, and hardware is also important for a Desk Engineer in order to solve customer issues.

the ability to think analytically and problem solve is essential for a Desk Engineer in order to deliver efficient and effective customer service.

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Frequent Interview Questions

What experience do you have in the field of desk engineering?
How do you stay up to date with the latest technology and trends related to desk engineering?
What challenges have you faced in desk engineering and how did you solve them?
Describe a time when you had to troubleshoot a complex desk engineering issue.
What are your thoughts on the importance of user experience when it comes to desk engineering?
How would you design a desk engineering system from scratch?
What tools and software do you use for desk engineering?
What processes do you follow when creating or updating desk engineering solutions?
Describe a successful desk engineering project that you have been involved in.
What would be your approach for training users on a new desk engineering system?

Common Tools in Industry

Help Desk Software. Software used to manage customer service requests and provide support to customers. (eg: Zendesk)
Remote Access Software. Software used to provide remote users access to a corporate network or cloud service. (eg: LogMeIn)
Network Monitoring Tools. Software used to monitor networks and system performance. (eg: SolarWinds)
Knowledge Base Software. Software used to store customer service documents and FAQs. (eg: Freshdesk)
Asset Management System. Software used to track and manage company assets. (eg: Snipe-IT)
Chatbot Software. Automated chatbot software used to provide customer service. (eg: Dialogflow)
Data Backup Software. Software used to backup data from a local computer or network. (eg: Carbonite)
System Administration Tools. Software used to manage, monitor, and configure systems. (eg: Ansible)

Professional Organizations to Know

Institute of Electrical and Electronics Engineers (IEEE)
International Association of Computer Information Systems (IACIS)
Association for Computing Machinery (ACM)
American Society for Information Science and Technology (ASIS&T)
International Information Systems Security Certification Consortium (ISC2)
Information Systems Audit and Control Association (ISACA)
Internet Engineering Task Force (IETF)
Association of Information Technology Professionals (AITP)
Society for Technical Communication (STC)
Computer Technology Industry Association (CompTIA)

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Common Important Terms

Help Desk. A service desk which provides customer service and technical support to users.
Trouble Ticket. A document used to track customer service requests, or technical problems.
Incident Management. The process of identifying, diagnosing, and resolving technical issues.
Knowledge Base. A collection of documents and resources related to a product or service, used to resolve customer inquiries.
Service Level Agreement (SLA). A contract between customer and service provider outlining the level of service expected.
Root Cause Analysis. A method used to identify the underlying cause of a problem, rather than treating its symptoms.
Escalation Management. Process of escalating unresolved customer service requests and technical issues to higher management.
Asset Management. The tracking and monitoring of hardware and software assets throughout their life cycle.
Change Management. The process of managing changes in customer service and technical environments.

Frequently Asked Questions

What is a Desk Engineer?

A Desk Engineer is a professional who provides technical support and troubleshooting services for computer systems and networks.

What qualifications are required to become a Desk Engineer?

To become a Desk Engineer, you typically need a degree in computer science, information technology or a related field, as well as experience with various computer hardware and software systems.

What types of tasks does a Desk Engineer perform?

Desk Engineers are responsible for providing technical support, troubleshooting hardware and software problems, installing new software and hardware, configuring networks and servers, and maintaining computer systems.

How much does a Desk Engineer earn on average?

The average salary for a Desk Engineer is around $70,000 per year.

What areas do Desk Engineers specialize in?

Desk Engineers typically specialize in areas such as hardware maintenance, software installation and configuration, network troubleshooting, and customer service.