How to Be Deskside Support Technician - Job Description, Skills, and Interview Questions

Oct 4, 2023 / 5 Minutes Read / By Albert

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The increase of technology in the workplace has caused a need for deskside support technicians. These professionals are responsible for providing technical assistance to computer users, troubleshooting hardware and software issues, and setting up new systems for employees. They also help ensure that networks, systems, and applications are operational and secure.

Deskside support technicians are essential in creating and maintaining a productive and secure working environment. Without their expertise, companies would struggle to keep their networks and systems running smoothly.

Steps How to Become

Obtain a High School Diploma or GED. Most Deskside Support Technician positions require a high school diploma or equivalent.
Pursue Technical Training. Many employers prefer applicants to possess formal technical training. Options include getting an associates degree in computer or information science, or completing certificate courses or programs in IT or computer support.
Obtain Technical Certifications. Many organizations require that applicants hold technical certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA) or Apple Certified Support Professional (ACSP).
Gain Work Experience. Some employers prefer to hire individuals with prior work experience in the IT field. It is beneficial to obtain an entry-level position, such as a computer technician, to gain hands-on experience.
Look for Job Openings. Deskside Support Technician positions are often advertised online, through job search websites and professional networking sites.
Submit Your Resume. Send your resume and cover letter to prospective employers, highlighting your technical training, certifications and work experience.
Ace the Interview. Prepare for the interview by researching the company and having answers ready for common questions. Be prepared to demonstrate your knowledge and experience and explain why you are the best candidate for the job.
Start Working. After being hired, complete any required onboarding tasks, such as reviewing company policies and procedures, and begin your new role as a Deskside Support Technician.

It is important for a Deskside Support Technician to stay ahead and qualified in order to remain current in the field. To do this, they should regularly attend training courses to keep their skills up to date, read industry magazines and online articles for the latest news and trends in the industry, and participate in certification programs to demonstrate their proficiency with the latest technologies. By doing so, they can stay ahead of the competition and remain a valuable asset to their employer.

they should continuously improve their customer service skills, as well as their knowledge of the company's products and services, in order to provide the best service possible to customers. Finally, remaining active in professional networks can help them stay connected with experts in the field and learn from their experiences. Doing all of these things will help ensure that a Deskside Support Technician remains qualified and successful in their career.

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Job Description

Install and configure hardware, software, and network components
Troubleshoot technical problems and provide support and assistance to users
Maintain and troubleshoot computer systems, applications, and peripherals
Monitor system performance and maintain system security
Assist in the setup and configuration of new systems
Assist users with basic computer operations and software applications
Document and track incidents, resolutions, and changes in the IT service management system
Assist with the installation and maintenance of IT projects
Provide training and guidance to end users on the use of IT services
Perform regular maintenance activities such as virus scans and software updates

Skills and Competencies to Have

Strong customer service skills
Ability to troubleshoot hardware and software issues
Knowledge of network infrastructure
Ability to diagnose and repair computer systems and peripherals
Knowledge of operating systems, including Windows, macOS, Linux, and mobile platforms
Knowledge of information security principles and best practices
Experience with remote support and troubleshooting tools
Ability to prioritize tasks and work independently
Excellent verbal and written communication skills
Ability to lift heavy objects and work in tight spaces

The ability to troubleshoot and problem solve is an essential skill for a Deskside Support Technician. A technician needs to be able to identify the cause of a technical issue and then determine the best solution for the problem. This requires a deep knowledge of the technology being used, the ability to think critically, and the discipline to follow through with the solution.

Without this skill, a technician would be unable to respond to the needs of their clients and provide effective support. they would be unable to properly diagnose and diagnose problems, leading to more difficulties and longer resolution times. Furthermore, without this ability, the technician would lack the confidence to deliver quality service, resulting in dissatisfied customers.

the ability to troubleshoot and problem solve is a key factor in ensuring a successful career as a Deskside Support Technician.

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Frequent Interview Questions

Describe your experience with setting up and troubleshooting desktop hardware and software.
How comfortable are you with training users in the use of new applications and systems?
What do you believe are the most important qualities for a Deskside Support Technician?
Tell me about a time you had to troubleshoot a particularly challenging customer issue.
What techniques do you use to ensure efficient and effective customer service?
How have you kept up with the latest technologies and trends in the IT industry?
How do you balance customer service with technical accuracy?
Describe a situation where you had to provide support outside of normal business hours.
How do you stay organized while managing multiple tasks and customer requests?
What experience do you have with remote support tools?

Common Tools in Industry

Remote Desktop Support Software. A remote desktop support software enables technicians to remotely access and control a user's computer for troubleshooting and maintenance purposes. (eg: LogMeIn Pro)
Antivirus Software. Antivirus software helps protect computers from malicious software, such as viruses, worms, and spyware. (eg: McAfee Total Protection)
Diagnostic Tools. Diagnostic tools are used to identify and diagnose hardware and software issues, such as conflict resolution and system optimization. (eg: PC-Doctor System Health)
Asset Tracking Software. Asset tracking software helps technicians keep track of IT assets, including hardware, software, and licenses. (eg: Spiceworks)
Network Monitoring Software. Network monitoring software helps technicians monitor the performance of network devices and systems, and ensure they are functioning correctly. (eg: SolarWinds Network Performance Monitor)
Backup Solutions. Backup solutions help technicians create and maintain backups of data on computers, servers, and other devices. (eg: Acronis True Image)

Professional Organizations to Know

Association of Information Technology Professionals (AITP)
International Association of Computer Science and Information Technology (IACSIT)
Institute of Electrical and Electronics Engineers (IEEE)
American Society for Information Science and Technology (ASIST)
Computer Technology Industry Association (CompTIA)
Association for Computing Machinery (ACM)
HDI Global IT Service and Support Association
Institute of Information Technology Professionals (IITP)
International Information Systems Security Certification Consortium (ISC^2)
Apple Consultants Network (ACN)

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Common Important Terms

Help Desk. A service desk providing technical support to end users.
End User. A person who uses a software application or computer system for their own purposes.
Incident Management. The process of identifying, diagnosing, and resolving issues for end users.
Knowledge Base. An organized collection of information used to help answer customer inquiries.
Troubleshooting. The process of diagnosing and resolving technical problems.
Hardware Support. Assistance with physical devices such as computers, printers, and other hardware devices.
Software Support. Assistance with applications and software programs used by end users.
Remote Support. Remote assistance providing help to end users via phone, chat, or video conferencing.
Network Support. Assistance with local area networks (LANs), wide area networks (WANs) and other networking components.
Training. Educational instruction to help users learn how to use computers and applications.

Frequently Asked Questions

What are the key responsibilities of a Deskside Support Technician?

The key responsibilities of a Deskside Support Technician include troubleshooting hardware and software issues, providing technical assistance, setting up and configuring computers, ensuring systems are running smoothly, and providing user training.

What skills are required for a successful Deskside Support Technician?

A successful Deskside Support Technician must possess excellent problem-solving skills, customer service and communication skills, technical knowledge of computer systems, hardware, and software, and the ability to work independently and as part of a team.

What is the average salary for a Deskside Support Technician?

The average salary for a Deskside Support Technician is $45,000 per year.

What type of education is required for a Deskside Support Technician?

The minimum educational requirement for a Deskside Support Technician is typically an associate's degree in computer science, information technology, or a related field. However, many employers prefer applicants with a bachelor's degree.

What type of environment will a Deskside Support Technician work in?

A Deskside Support Technician will typically work in an office environment and may also be required to travel to off-site locations to provide support.