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

Jun 26, 2021 / 6 Minutes Read / By Albert

How to Become

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The lack of proper deskside technician training can cause significant problems for organizations. This can lead to costly downtime and inefficiency when dealing with IT related problems. Without the right knowledge, technicians may fail to identify and fix underlying issues quickly and accurately.

This can create additional strain on resources, as technicians may need to spend more time troubleshooting the same issue multiple times. Furthermore, it can lead to a lack of customer satisfaction, as an improperly trained technician may not be able to provide the help that customers need. To prevent this, organizations should invest in proper deskside technician training to ensure that technicians are fully equipped to handle any IT related issue that arises.

Steps How to Become

Earn a High School Diploma or GED. A high school diploma or GED is necessary to become a Deskside Technician. Courses in computer technology, mathematics, and electronics are helpful for aspiring Deskside Technicians.
Consider Earning a Technical Certification. Obtaining a technical certification from a reputable organization such as CompTIA is beneficial for those interested in becoming a Deskside Technician. Additionally, earning an Associates Degree in Computer Information Systems or a related field may also be beneficial.
Participate in an Internship. Participating in an internship with an IT company is a great way to gain experience in the field and learn valuable skills. Internships often lead to full-time employment with the company or organization.
Obtain Hands-On Experience. Gaining hands-on experience is essential for those looking to become a Deskside Technician. This can include troubleshooting hardware and software issues, installing new hardware and software, providing technical support to users, and maintaining computer systems.
Pursue Additional Certifications. Pursuing additional certifications related to computer systems and networks will help potential Deskside Technicians stand out from the competition. Examples of certifications include Microsoft Certified Solutions Associate (MCSA), CompTIA A+, and Cisco Certified Network Associate (CCNA).

The key to staying updated and capable as a Deskside Technician is to stay informed and educated about the latest technology. This can be done by reading industry publications and websites, attending industry events and conferences, and taking courses or seminars to learn new technology. Keeping up to date with the latest developments in hardware and software can help a Deskside Technician stay ahead of the curve and stay competitive in the marketplace.

keeping up to date with changes in regulations, standards, and industry trends will help a Deskside Technician remain compliant and up-to-date with their professional qualifications. Lastly, networking with other technicians and experts in the field will help to expand their knowledge base and stay informed of the best practices and tools available in the industry. By staying informed, educated, and up-to-date, a Deskside Technician can remain capable in their role and provide the best service possible for their clients.

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Job Description

Provide technical assistance for hardware and software issues on desktops, laptops, and other computer equipment.
Install, configure, diagnose, and troubleshoot hardware, software and peripheral devices.
Respond to helpdesk calls and emails from users in a timely manner.
Troubleshoot and repair hardware components such as motherboards, hard drives, RAM, power supplies, etc.
Configure and deploy new computer systems according to company standards.
Setup and configure network components such as routers, switches, firewalls, and wireless access points.
Monitor system performance, identify any issues, and determine solutions.
Create user accounts and manage access rights and security settings.
Communicate effectively with users to gain an understanding of their technical needs.
Provide training to users on basic computer operations and usage of installed software packages.
Maintain inventory of all installed hardware components, software licenses, and peripherals.
Keep up to date with industry developments and trends in technology.

Skills and Competencies to Have

Excellent verbal and written communication skills.
Advanced knowledge of computer hardware, software, and networking technologies.
Proficiency in troubleshooting and resolving technical problems.
Ability to manage and prioritize multiple tasks.
Ability to work independently or as part of a team.
Knowledge of industry standards and best practices for IT support.
Excellent customer service and problem-solving skills.
Ability to lift and move heavy IT equipment.
Ability to follow directions and adhere to safety protocols.
Knowledge of standard office software applications such as Microsoft Office, Outlook, etc.

Good problem solving skills are essential for a deskside technician, as they are the ones who are responsible for diagnosing and resolving technology issues. Without the ability to identify the cause of an issue and take the appropriate action to resolve it, a deskside technician would be unable to provide effective support. This can lead to increased downtime, as well as customer dissatisfaction.

To ensure that problems are resolved quickly and efficiently, a deskside technician should also possess excellent communication skills in order to effectively collaborate with stakeholders. They must also be familiar with the latest technologies to be able to quickly identify and troubleshoot issues. Finally, a good understanding of basic computer hardware and software is essential in order to troubleshoot problems with computers, laptops, and other hardware components.

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Frequent Interview Questions

What experience do you have providing deskside technical support?
How would you troubleshoot a computer issue that has multiple possible causes?
Describe a time when you had to diagnose and repair a complicated technical problem.
What methods do you use to stay up to date on the latest technologies and trends in deskside support?
Are you comfortable working with multiple operating systems and hardware setups?
How do you prioritize tasks and manage time when faced with several deadlines?
How have you handled conflicts or customer dissatisfaction?
What have you done to ensure customer data remains secure?
What is your experience with creating user accounts, installation of software and hardware, and configuring settings?
Describe a technical issue you have solved in the past that required creative problem-solving skills.

Common Tools in Industry

PC Troubleshooting Software. A software program that helps diagnose and resolve computer hardware and software issues. (e. g. Microsoft System Center Configuration Manager)
Network Troubleshooting Tools. A collection of programs and utilities used to test and diagnose network connections, configurations, and performance. (e. g. Wireshark)
Diagnostic Software. Software used to identify, diagnose and troubleshoot issues with hardware and software components. (e. g. Dell SupportAssist)
Imaging Software. Software used to create, manage, and deploy images of an operating system or application on multiple machines. (e. g. Microsoft System Center Configuration Manager)
Remote Desktop Software. Software used to remotely control a computer from another device. (e. g. LogMeIn)
Antivirus Software. Software used to protect a computer from malicious software threats. (e. g. McAfee VirusScan)
Backup and Recovery Software. Software used to create, store, and restore backups of system data and files. (e. g. Acronis Backup & Recovery)
System Monitoring Software. Software used to monitor system performance and generate reports on system health over time. (e. g. SolarWinds NPM)
Asset Management Software. Software used to track, manage, and maintain IT assets and inventory. (e. g. Snipe-IT)
Patch Management Software. Software used to automate the process of updating software with the latest security patches and bug fixes. (e. g. ManageEngine Patch Manager Plus)

Professional Organizations to Know

Association of Information Technology Professionals (AITP)
International Association of Computer Consultants (IACC)
International Association of Computer User Groups (IACUG)
International Association of Information Technology Professionals (IAITP)
Institute of Electrical and Electronics Engineers (IEEE)
Association for Computing Machinery (ACM)
Computer Technology Industry Association (CompTIA)
Association of Support Professionals (ASP)
Microsoft Certified Professional (MCP)
HDI - Help Desk Institute

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Common Important Terms

Networking. The process of connecting and configuring computer systems, such as routers, switches, and wireless networks, to enable them to communicate with each other.
Troubleshooting. Identifying and resolving problems with computer systems and networks.
Hardware Maintenance. Replacing, repairing, and upgrading computer hardware components such as processors, memory, hard drives, and motherboards.
Software Installation. Downloading, installing, and configuring software applications on computer systems.
System Administration. Managing the setup and operation of a computer system or network, including user accounts, security settings, data backups, and system updates.
Data Backup. Making copies of important system files and data to prevent loss due to hardware failure or other issues.
System Security. Protecting a computer system or network from malicious attack or intrusion by implementing security measures such as firewalls, antivirus software, and encryption.

Frequently Asked Questions

What is a Deskside Technician?

A Deskside Technician is a professional IT specialist who provides technical support and maintenance services for computer systems and networks.

What tasks does a Deskside Technician perform?

A Deskside Technician's duties may include installing, troubleshooting and repairing hardware and software, providing technical support, performing system updates and upgrades, and configuring networks and systems.

What qualifications does a Deskside Technician need?

A Deskside Technician typically needs to have a minimum of a certificate in computer engineering, computer science or information technology. Additionally, they should possess strong technical skills and knowledge of computer systems, networks and software.

What tools might a Deskside Technician use?

A Deskside Technician will typically use tools such as diagnostic software, system utilities, anti-virus scanners, and network monitoring tools.

What is the salary range for a Deskside Technician?

The salary range for a Deskside Technician can vary depending on the experience and qualifications of the individual. According to PayScale.com, the median salary for a Deskside Technician is $45,960 per year.