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

Jul 6, 2020 / 6 Minutes Read / By Albert

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The role of a Desktop Support Technician is integral to the smooth functioning of any organization. They are responsible for providing technical assistance and support related to computer systems, hardware, or software. This can involve installation, diagnosis, maintenance, and repair of computer systems and other related peripherals.

The effectiveness of a Desktop Support Technician has a direct cause and effect relationship with the efficiency of the organization. Their technical expertise allows for a reduction in downtime, improved user experience, and an overall cost savings. they are often tasked with ensuring network security, troubleshooting data issues, and providing training and guidance to users.

As such, having a qualified Desktop Support Technician is essential to keeping any organization running at its peak efficiency and productivity.

Steps How to Become

Obtain a High School Diploma or Equivalent. You must begin your career as a desktop support technician by obtaining a high school diploma or equivalent. This will provide you with the basic academic foundation necessary to pursue a career in this field.
Consider Pursuing Technical Training. Although it is possible to obtain a job in desktop support without any formal technical training, it is highly recommended that you pursue training in computer repair, networking, and other related technical subjects. Many community colleges and universities offer certificate and degree programs in these areas.
Seek Out an Internship. Working as an intern in a desktop support role can provide you with valuable experience and skills that will be beneficial as you look to find a full-time position later on. Internships are often available through technology companies and IT departments of larger organizations.
Build Accreditation. In order to be competitive in the job market, it is important to build accreditation in the field of desktop support. This can be done by obtaining certifications such as CompTIA A+, Network+ and Security+.
Apply for a Job. Once you have obtained the necessary education and certifications, you can begin to search for jobs in desktop support. Job postings can be found on job sites such as Monster and Indeed, as well as on company websites. You might also consider applying to helpdesk or IT service positions that could be a stepping stone to a desktop support position.

Having the skills and experience necessary to be a reliable and competent Desktop Support Technician can have a significant impact on the success of any organization. Being able to provide technical assistance and accurately troubleshoot any desktop or laptop hardware or software issues is essential for providing quality service and minimizing downtime. To achieve this, a Desktop Support Technician must have a solid understanding of computer systems, networks, and various software applications.

They must also be able to communicate effectively with clients, answer their questions, explain procedures and provide them with efficient solutions. Furthermore, they must be able to prioritize tasks, multitask and work under pressure in order to meet tight deadlines. Lastly, they must be organized and detail-oriented in order to ensure accuracy and efficiency in their work.

Having these skills and qualities helps ensure that a Desktop Support Technician can deliver reliable and competent service to an organization.

You may want to check Technical Support Associate, Client Support Specialist, and Senior Technical Support Engineer for alternative.

Job Description

Troubleshoot hardware, software, and network issues for end-users.
Install, configure, and maintain desktop/laptop systems, printers, and other related hardware.
Ensure system security through user administration, backups, and firewalls.
Assist users in the use of computer equipment by providing necessary training and advice.
Monitor system performance and troubleshoot any issues that arise.
Perform periodic system maintenance tasks such as disk defragmentation and disk cleanup.
Assist in the rollout of new software/hardware deployments.
Maintain inventory of all equipment, software, and software licenses.
Respond to help desk service requests in a timely manner.
Create user accounts and configure user access rights.

Skills and Competencies to Have

Proven technical experience in troubleshooting hardware, software, networks and operating systems
Knowledge of Windows, Mac, and Linux operating systems
Proficiency in Microsoft Office applications
Experience with Active Directory, Group Policy, and system imaging
Ability to install, configure, and troubleshoot desktop PCs, printers, scanners, and other peripheral devices
Familiarity with network protocols and technologies such as TCP/IP, DNS, DHCP, and VPN
Excellent communication and customer service skills
Ability to prioritize tasks and work independently
Ability to lift and move equipment
Ability to work in a team environment

Having good technical skills is essential for a Desktop Support Technician, as they must be able to troubleshoot issues and provide solutions quickly and efficiently. Technical skills such as understanding computer hardware and software, as well as being able to diagnose and repair computers, are essential for success in the job. the ability to comprehend and follow directions, as well as having a high level of customer service, are also important skills.

Without these skills, the Desktop Support Technician may not be able to provide the assistance needed in order to resolve customer issues. Furthermore, the Desktop Support Technician must have strong communication skills in order to explain technical concepts in a way that is easy for customers to understand. Finally, having a high level of patience and problem solving abilities will help the Desktop Support Technician remain calm and collected when dealing with difficult customers.

Application Support Technician, Systems Integration and Technical/Support Engineer, and Senior Help Desk Analyst/Support Technician are related jobs you may like.

Frequent Interview Questions

Tell me about a time you successfully troubleshot and resolved a technical issue.
Describe a challenging situation you faced while providing technical support and how you overcame it.
How do you prioritize tasks when faced with multiple support requests?
What experience do you have deploying desktop and laptop hardware?
How would you troubleshoot a user experiencing slow network connectivity?
Have you ever deployed or configured a remote access solution?
Describe your experience in resolving hardware and software compatibility issues.
What experience do you have with imaging/cloning computers?
How would you go about setting up a new system for an employee?
What experience do you have creating user accounts and managing user access rights?

Common Tools in Industry

Remote Desktop Protocol (RDP). A protocol that allows a user to access a remote computer from their own device. (eg: Connecting to a customer's computer from a technician's laptop)
Antivirus Software. Software designed to detect, prevent, and remove malicious software from computers. (eg: Installing and running an antivirus scan on a customer's computer)
Network Troubleshooting Tools. Tools used to diagnose and troubleshoot network related issues. (eg: Running a traceroute on a customer's machine to pinpoint connection issues)
Windows Command Line Utilities. Utilities used to manage, configure, and troubleshoot Windows systems. (eg: Running the netstat command to view active network connections)
Network Monitoring Tools. Tools used to monitor network performance, including uptime and availability. (eg: Using SolarWinds to monitor network performance over time)
System Diagnostic Software. Software designed to detect and diagnose hardware and software issues. (eg: Running a diagnostic tool on a customer's computer to identify any potential hardware or software issues)

Professional Organizations to Know

Association of Information Technology Professionals (AITP)
HDI - Help Desk Institute
CompTIA A+ Certification
International Association of Microsoft Certified Partners (IAMCP)
Apple Consultants Network
International Association of IT Asset Managers (IAITAM)
Association of Support Professionals (ASP)
The Help Desk Institute of North America (HDINA)
National Association for Information Technology Professionals (NAITP)
Computer Technology Industry Association (CompTIA)

We also have Software Support Manager, Hardware Support Technician, and System Support Analyst jobs reports.

Common Important Terms

Network Infrastructure. The physical components of a computer network, such as routers, cables, modems, and switches.
Data Center. A facility used to house computer systems and related components that are used to store, process, and distribute data.
Computer Hardware. The physical components of a computer system, such as the motherboard, processor, memory, and storage.
Operating System. The software that manages the resources and processes of a computer system, such as Windows or Mac OS X.
Systems Administration. The management of computer systems, networks, and related services.
Troubleshooting. Identifying and resolving problems with computer systems and networks.
Help Desk. A service that provides technical support to users of computer systems and networks.
Software Installation. The process of setting up and configuring computer software.
Security Administration. The management of security measures to protect computer systems and networks from malicious attack or unauthorized access.
Virtualization. The process of creating virtual versions of physical computer systems or networks.

Frequently Asked Questions

What qualifications are needed to be a Desktop Support Technician?

To be a successful Desktop Support Technician, one should have a good understanding of computer hardware and software, as well as networking and operating systems. It is also important to have excellent problem-solving and customer service skills.

What tasks does a Desktop Support Technician typically perform?

A Desktop Support Technician typically performs a variety of tasks including troubleshooting hardware and software issues, installing and configuring computer systems, providing technical assistance and training to users, setting up network connections, and maintaining computers and networks.

How much experience is required to be a Desktop Support Technician?

Generally, two years of experience in a technical environment is required to become a Desktop Support Technician.

What is the average salary of a Desktop Support Technician?

The average salary of a Desktop Support Technician is around $50,000 per year.

What certifications are available for Desktop Support Technicians?

There are several certifications available for Desktop Support Technicians, such as Microsoft Certified Solutions Associate (MCSA), CompTIA A+ and Network+, and Microsoft Certified Systems Engineer (MCSE).