How to Be Desktop Support Analyst - Job Description, Skills, and Interview Questions

Oct 29, 2020 / 5 Minutes Read / By Albert

How to Become

Professional Organizations

FAQ

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The lack of technical support can have serious consequences for businesses, resulting in lost revenue and decreased customer satisfaction. When desktop support analysts are not available to assist with troubleshooting and maintenance, it can lead to costly downtime, as employees are unable to access the necessary tools and applications to do their jobs. Additionally, users may make changes to their systems that can create further problems or cause data loss or security risks. As such, having a qualified desktop support analyst on staff is essential to ensure that IT systems remain up-and-running and secure.

Steps How to Become

Earn a Degree. Most employers require desktop support analysts to have an associates or bachelors degree in computer science, information technology, or a related field.
Gain Relevant Experience. Entry-level positions may be available with a degree, but many employers prefer to hire candidates with experience. Internships and volunteer positions can help provide the experience needed to land a job.
Obtain Certifications. Certifications demonstrate competency in the field and are often required for positions. Common certifications for desktop support analysts include CompTIA A+, Microsoft Certified Solutions Associate (MSCA), and Apple Certified Support Professional.
Develop Technical Skills. Desktop support analysts should have strong communication and problem-solving skills as well as knowledge of various hardware and software applications.
Find a Job. Once the necessary qualifications are met, desktop support analysts can search for jobs on job boards, in newspapers, or through networking.

Having a skilled and capable Desktop Support Analyst is essential for any organization. The cause of having an experienced and knowledgeable analyst is the direct result of having a business that can run efficiently and without errors. An analyst must possess technical skills and knowledge, be able to troubleshoot and solve any issue, and have the necessary communication skills to effectively interact with customers.

They must also be able to quickly identify and diagnose any issue, provide timely solutions, and help prevent future problems from occurring. With the right Desktop Support Analyst, organizations can ensure their systems are running smoothly and their customers are satisfied, resulting in better customer service, increased productivity, and improved user experience.

You may want to check Database Support Analyst, Network/Systems Support Administrator, and Help Desk Support Analyst for alternative.

Job Description

Install, maintain and configure computer hardware, software and peripherals.
Develop and maintain local area networks (LAN) and wide area networks (WAN).
Troubleshoot technical issues with network connections, hardware and software.
Provide technical support and training to end users.
Monitor systems and respond to alerts.
Install and upgrade systems and applications.
Configure and troubleshoot printers, scanners and other peripherals.
Assess user needs and develop appropriate solutions.
Manage user accounts, permissions and access rights.
Develop system documentation and training materials.

Skills and Competencies to Have

Knowledge of computer hardware and peripherals
Familiarity with Windows, Mac, and Linux operating systems
Ability to troubleshoot software and hardware issues
Proficiency in configuring and deploying system updates
Experience with network and server administration
Understanding of system security principles
Ability to communicate technical information to non-technical users
Excellent problem-solving skills
Ability to work independently as well as in a team environment
Good customer service skills

Computer literacy is an essential skill for a Desktop Support Analyst. The ability to troubleshoot and resolve complex technical issues requires a deep understanding of the hardware, software, and network components of a computer system. Without this knowledge, it is impossible to diagnose and resolve problems quickly and efficiently.

Furthermore, a Desktop Support Analyst must have excellent communication skills in order to effectively communicate technical information to non-technical people and explain the solutions to their problems. The ability to effectively communicate also helps build trust and rapport with customers, which is essential for providing quality customer service. Finally, strong organizational skills are necessary to be able to prioritize tasks and manage time efficiently.

With all these skills working together, a Desktop Support Analyst can help keep a computer system running smoothly and efficiently.

User Support Specialist, Field Technical/Support Engineer, and System Support Administrator are related jobs you may like.

Frequent Interview Questions

Tell me about your experience providing desktop support?
What techniques do you use to troubleshoot technical issues?
How do you stay up-to-date with the latest technologies and trends in desktop support?
Describe a difficult technical problem you had to troubleshoot and how you solved it?
What experience do you have setting up and configuring hardware, software and networks?
How do you handle multiple customer requests at once?
What strategies do you use to ensure customer satisfaction?
Describe your experience working in a team environment to resolve technical issues.
How have you improved customer service processes to maximize efficiency?
Tell me about a time you had to work with a difficult customer and how you handled the situation?

Common Tools in Industry

Remote Desktop Software. Remote Desktop Software allows a user to access and control another computer from a remote location, enabling them to provide technical support and troubleshoot issues. (eg: TeamViewer)
Network Management Software. Network Management Software is used to monitor and manage network performance, ensuring that all connected devices are working properly. (eg: SolarWinds Network Performance Monitor)
Antivirus Software. Antivirus Software is used to protect networks and devices from the threat of viruses, malware, and other malicious software. (eg: McAfee Total Protection)
System Diagnostic Tools. System Diagnostic Tools are used to diagnose and troubleshoot computer hardware and software issues. (eg: Windows System File Checker)
Backup Software. Backup Software is used to create and store copies of data, ensuring that important information can be recovered in the event of a disaster. (eg: Acronis True Image)
Help Desk Software. Help Desk Software provides a platform for users to submit tickets for technical support and for technicians to manage and resolve those tickets. (eg: Freshservice)

Professional Organizations to Know

International Association of Information Technology Professionals (IAITP)
Association of Information Technology Professionals (AITP)
Association for Computing Machinery (ACM)
Institute of Electrical and Electronics Engineers (IEEE)
HDI (Help Desk Institute)
International Information Systems Security Certification Consortium (ISC)2
Computer Technology Industry Association (CompTIA)
Information Systems Audit and Control Association (ISACA)
Microsoft Certified Professional (MCP)
Network Professional Association (NPA)

We also have Systems Integration and Technical/Support Engineer, IT Systems Support Specialist, and Help Desk Support Technician jobs reports.

Common Important Terms

Network Administrator. Responsible for designing, implementing, and maintaining an organizations computer networks.
Help Desk Technician. Provides technical assistance to computer users by answering their questions or resolving their problems.
System Administrator. Responsible for the maintenance, configuration, and reliable operation of computer systems.
Network Engineer. Develops and maintains communication networks within an organization or between organizations.
Hardware Technician. Installs, repairs, and maintains computer hardware components such as motherboards and processors.
Software Technician. Installs, configures, and maintains software applications and operating systems.
Database Administrator. Responsible for the design, implementation, and maintenance of an organizations databases.
Technical Support Specialist. Provides technical assistance to computer users by answering their questions or resolving their problems.
Systems Analyst. Analyzes an organizations current computer systems and procedures and recommends changes to improve efficiency and effectiveness.
Security Analyst. Responsible for analyzing an organizations computer systems to identify potential security vulnerabilities and suggests possible remedies.

Frequently Asked Questions

What is a Desktop Support Analyst?

A Desktop Support Analyst is a professional who provides technical assistance to computer users and helps troubleshoot hardware and software issues. They may also install, configure, test, and maintain operating systems, application software, and system management tools.

What qualifications are required to be a Desktop Support Analyst?

Generally, a bachelor's degree in computer science or information technology is required. In addition, experience in customer service and technical support is typically needed. Knowledge of computer systems, networks, and software is also important.

What skills are necessary for a successful Desktop Support Analyst?

Excellent communication and problem-solving skills are essential for a successful Desktop Support Analyst. In addition, an understanding of core computer principles, knowledge of popular operating systems such as Windows, Mac OS, and Linux, and familiarity with computer networks and server infrastructure are all important.

What are the primary responsibilities of a Desktop Support Analyst?

The primary responsibilities of a Desktop Support Analyst include responding to user inquiries, troubleshooting hardware and software issues, providing technical support to users, and maintaining network connections. Additionally, they may help install and upgrade software, configure computers and peripherals, and provide training to users on how to use computer systems.

What is the average salary of a Desktop Support Analyst?

According to PayScale.com, the average salary of a Desktop Support Analyst is $49,844 per year in the United States. Salaries can vary based on experience, location, and other factors.