How to Become a Desktop Support Technician

Desktop support technician

A very good starting point for a role in IT is the role of the Desktop Support technician. They are the first in line when an issue arises with a companies desktop computers. As a desktop support technician you need to troubleshoot remotely or in person. There is a lot of responsibility when it comes to tasks including configuring, testing, and troubleshooting network and wireless issues. There is also setting up user accounts, and building and imaging desktop and laptop machines for new users.

Desktop support techs are the mechanics of the IT world. Users will come to you with a problem and each solution you give them the more problems they come to you which makes you feel like your the best in fixing issues. They truly do not understand what happen to there computer or laptop, whether it was them who caused the issue or whether something went wrong. All they know is that something doesn't work that should, and they really need you to help. It your job to find out the root of the problem and make it work for them. Whether this computer or laptop is PC, Mac, IOS, Android, or Printer. Google will be your good friend in this problem.

What some of the tasks as a Desktop Support Technician?

  • Format hardware and prep for Desktop operating systems

  • Install and configure Windows & MacOS operating systems

  • Troubleshoot hardware

  • support a wide range of users and common desktop related issues

  • Support database entry and research

  • Troubleshoot basic network components

What you need to start in Desktop Support?

As a Desktop support technician there are essential terms that we need to be familiar with when it comes to becoming or even considering a career in Desktop Support.

RAM

The first terminology that is important which is random access memory (RAM) or techs who refer to it as memory. If you want to improve performance to some degree you would need to add or doubling the amount of ram. There some issues with users who are struggling with performance because they only have 2GB of Ram. When increasing them from 2GB to 4GB or from 4GB to 8GB we see excellent returns in relation to performance and the user becomes so happy and their computer is very fast.

CPU

Another term that is essential for Desktop Support Technician need to know is CPU. We also need to know how much CPU is in use for a users machine. There are amounts of memory that are perfect for the job you re trying to get done, and there are also some CPU's that also good for the job you are trying to get done. so if you have someone who has a small device they . may have 2GB of memory and may have a slower processor than higher end processor because on this device you do not need these sorts of processors depending on what your doing.


  • What Jobs are available in Desktop Support? Example Job Spec: Desktop Support Technician:

  • Point of contact for all IT tickets submitted via the Service Desk, walk ups and calls.

  • Consult with IT support and design departments to ensure that projects are in line with the company's plan.

  • Directly interact with users and stakeholders at every level of the business, from intern to CEO.

  • Create, delete, de-provision, and maintain user, system, group, DL accounts and passwords in Active Directory.

  • Assist customers with IT related issues in a Service Desk setting, troubleshooting issues and resolving where applicable remotely.

  • Help with hardware troubleshooting on desktop computers, laptops, MACs, and mobile devices

Ticketing system

Almost in every Desktop Support Technician role you will need to be familiarised with a ticketing system. A very common one is Zendesk or Servicenow. These ticketing system is designed to centralise all of your support tickets that is raised by end-users. This gives you the ability to understand the tickets or issues being raised and giving you the opportunity to assign the ticket to yourself and actively working on the problem whilst simultaneously updating and communicating back to the end-user of the progression of the ticket. This also gives you the opportunity

Users and Stakeholder Support

It is very crucial and imperative that a Desktop Support Technician provides excellent services to their end-users and VIP members of the company. This role also looks into supporting roles and it is important to know how to priotise at this level. A common scenario is that a user has a issue but at the same time a VIP member comes down to your desk and needs your urgent help when pitching to a client in a boardroom but cant connect his laptop to the screen. Though both are urgent it is more important to solve the issues the VIP because they are senior stake holders in the company and they may also lose business if the issue is not resolved immediately.

Collaboration

In this role you will need to speak to Collaborate with existing vendors. This means speaking to potential people at Microsoft or ubuntu professionals, or maybe some application vendors. You will need to coordinate with them so that you understand what you can do inside of the organisation that you are working to get the most out of the technology and software you are using.

You will also need to consult with the IT support department and design departments to make sure the projects for technology they are rolling out is in line with the company's goals and plans. The most important aspect to note is that we are not just rolling out technology because it is an industry standard. We are merely rolling out new technology because we are helping the company achieve its business goals.

Monitoring Desktop infrastructure

Something common that we tend to do in the desktop technician role is to ensure that we monitor the performance the companies desktop infrastructure. We are constantly monitoring the performance to make sure it is not a problem and that we are constantly given new suggestions on how we can improve the operational efficiently of the technology that are in use.

Evaluation

This job will also require that we evaluate application and software patches, one of the reasons of doing this is to see if it would resolve issues we might have with desktops in the environment.

Deploy:

Provide with the deployment of software installations and testing network connections, whatever specific you have in desktop support you will . need to be able to troubleshoot very well, applications, desktop operating systems, printers, peripherals.