Desktop Support Job Description
Job Description
Responsible for the upkeep of desktop operating systems, laptops, tablets such as ipads and smart phones such as iphone and blackberry in an organization. This includes operating system patches, settings and common applications.
Related Pages
Tasks and Activities
- Provide operational support for all desktop and desktop application related issues.
- Maintain desktop and application security by ensuring virus definitions and operating system patches are kept current.
- Imaging, configuring and shipping new devices.
- Remote install support.
- Provide end user training on common applications and SOE updates.
- Liaise with vendors to resolve bugs.
- Troubleshoot and support printer problems
Role at a Glance
Organizational Position
Reporting to the IT operations manager or desktop support team leader, this position may spend a significant portion of worktime directly interacting with clients.
Skills, Knowledge & Experience
- Experience working with Microsoft Enterprise products such as Windows 2000/XP, Office 2000/2003 and Outlook 2000/2003
- Experience with Microsoft Outlook
- Knowledge of Microsoft Exchange
- Knowledge of Active Directory
- Experience with desktop virtualization such as Microsoft virtual PC, Citrix or VMware.
- Experience with common applications such as Internet Explorer settings, Antivirus, Desktop firewalls and Adobe Acrobat
- Experience with Incident management systems.
- Knowledge of ITIL and formal incident management methodologies.
Qualifications & Certifications
Industry Certifications such as A+, Network+ or MCP
Key Competencies
Customer Consideration
Problem Solving
Managing Tasks
Specific Technical Knowledge
Developing Self and/or others
Attributes of an Excellent Desktop Support Analyst
Great knowledge of desktop tweaks as well as application settings can make resolutions times much faster.
Related Careers
Attraction to the position and job retention strategies for employers
Many people are attracted to this type of job for the following reasons:
- Many of the required skills can be developed on home computer systems therefore facilitating entry to the position.
- Staff are exposed to many IT disciplines so there are many pathways stemming from this role. Indeed, many highly specialized professionals today started in this type of role.
- There is generally a steady demand in the job market for this type of position. (note: this is subject to economic factors)
- There is a good balance of interpersonal communication and technical tasks.
Employers may increase retention rates in this role by addressing two factors:
1. Many end users are frustrated or annoyed by the time desktop support officers attend to the incident. It is important that there is always an atmosphere of respect and professionalism toward professionals in this role.
What You Know
Knowledge of computer hardware & operating systems
Competence with common applications such as email and word.
Knowledge of peripheral devices and device drivers
What You Do
Maintain desktops in an optimal operational configuration
Diagnose operating system faults
Troubleshoot application faults
Configure operating systems
Install security patches
Package and deploy software
What You Are
Friendly and approachable
A problem solver
Great at time management
A great communicator
Expected Pay Rate for Desktop Support
Salary Range: Insufficient data...TBA
Page Research Level (PRL)
A key designed to give an indication of the depth of research used to produce the content of the page.
PRL Key Jobs researched
Level 0 =0-6
0-6Level 1 =6-29
6-29Level 2 =30-49
30-49 Level 3 =50-79
50-79Level 4 =80-99
80-99Level 5 =100+
100+
