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Deskside Support Duties and Responsibilities
While a deskside support technician's day-to-day duties and responsibilities are determined by where they work, there are many core tasks associated with the role. Based on our analysis of job listings, these include:
Offer Customer Service One of the most important responsibilities that deskside support technicians have is providing personal support services. They must build rapport and obtain problem details from help desk customers. They politely take incoming requests for help from end users through telephone calls, electronic requests, and work orders.
Problem-Solve Computer Issues Deskside support technicians take initiative and ownership of reported end-user problems. They use diagnostic tools to identify root problems. Once the issue is identified, deskside support technicians process these incidents through an incident management system.
Provide Hardware and Application Support When end users need technical support with desktops, laptops, tablets, workstation devices, mobile devices, printers, and software, they turn to deskside support. These technicians then diagnose and solve unique one-time problems. To complete this, they reimage systems and engage in computer networking. Deskside support technicians also work with purchasing staff to buy replacement hardware and software as needed.
Install Software Upgrades Deskside support workers complete hands-on fixes for desktops and laptops that include software installations and upgrades. They perform file backups and configure new systems and applications. After completing installations, deskside support workers test new computers according to established guidelines.
Create and Maintain Documentation Documentation is a major requirement for deskside support. They record, track, and write notes for the help desk problem-solving process, including decision outcomes, actions taken, and final resolutions. Deskside support technicians are often required to submit accurate call logs itemizing customer interactions.
Deskside Support Skills and QualificationsDeskside support technicians should be self-motivated individuals with strong communication skills and a knack for problem-solving. CompTIA A+ certification is encouraged but not required. An associate's degree and at least one year of call center or computer repair experience is typically preferred. Employers also seek candidates who possess the following abilities:
- Technical support experience - being the primary contact on technical- and service-related problems is the main job of deskside support
- Familiarity with computer networks - deskside support technicians rely on a basic understanding of networks to solve any data-sharing issues
- Hardware repair - deskside support professionals fix hardware failures on desktops and laptops
- Troubleshooting - diagnosing the root cause of mechanical failures using established procedures and deciding on effective resolutions is vital for deskside support
- Interpersonal skills - communicating in a polite and effective manner with both internal and external clients is essential for successful deskside support technicians
- Time management - deskside support technicians must work independently and pace themselves in order to multitask and complete jobs successfully
- Writing skills - deskside support candidates need strong writing skills to clearly respond to help desk tickets and emails
Deskside Support Education and TrainingBecause of the large range of skills used in deskside support jobs, there are numerous paths into the occupation. An associate's or bachelor's degree is required for some deskside support positions, but a simple CompTIA A+ certification is enough for others. Additional certifications as a Microsoft Certified Professional (MCP) or Microsoft Certified Solutions Expert (MCSE) are a plus but not required.
Deskside Support Salary and OutlookThe median annual salary for deskside support professionals is $62,340, according to the Bureau of Labor Statistics (BLS). The lowest 10 percent of people in this profession earn less than $36,960, while the highest-earning 10 percent make more than $105,230 annually.
There are many helpful resources out there for those interested in a career in deskside support. Take a look at these links full of learning opportunities and the latest industry news:
Desktop Support Technician RED-HOT Career Guide - win your next deskside
support technician position easily using the interview questions and advice in this book, which simplifies the job-search process
CompTIA A+ Certification All-in-One Exam Guide - this comprehensive preparation and review guide for the A+ certification exam will help you ace the test and become an IT tech support professional
Association for Computing Machinery - with more than 100,000 members, ACM is one of the largest and oldest organizations for IT professionals
CompTIA: Association for Information Technology Professionals - AITP is the foremost worldwide society for IT professionals with more than 4,500 members in the US
"From Help Desk to Desktop Support" - discover three qualities that improve your odds of succeeding as a deskside support technician
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