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Key Responsibilities and Required Skills for Desktop Support Technician

💰 $ - $

ITHelp DeskDesktop SupportTechnical Support

🎯 Role Definition

The Desktop Support Technician provides frontline technical support for end-user devices and workstations across corporate offices and remote locations. This role is responsible for diagnosing and resolving hardware, software, networking, and peripheral issues; managing images and deployments; administering user accounts and endpoints; maintaining documentation and IT asset inventories; and delivering excellent customer service while meeting SLA targets. The ideal candidate is experienced with Windows and macOS platforms, Microsoft 365, Active Directory, imaging/deployment tools (SCCM/Intune/MDT), printers/VOIP, and remote-support technologies.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk/Service Desk Analyst
  • IT Support Intern or Technician
  • Field Support Technician

Advancement To:

  • Senior Desktop Support Technician
  • Systems Administrator / Endpoint Engineer
  • Network Engineer / Infrastructure Engineer
  • IT Operations Manager

Lateral Moves:

  • Field Service Technician
  • Application Support Analyst
  • IT Asset & Procurement Coordinator

Core Responsibilities

Primary Functions

  • Deliver timely, professional first- and second-line technical support for Windows, macOS, and Linux workstations—troubleshooting operating system issues, application errors, blue screens, and start-up failures using a combination of remote tools, in-person diagnostics, and knowledge-base resources.
  • Manage user accounts and permissions in Active Directory, Azure AD, and Microsoft 365: create/deactivate accounts, reset passwords, manage group memberships, and apply access controls following company security policies.
  • Install, configure, and maintain Microsoft 365 applications (Outlook, Teams, OneDrive, Office apps), apply licensing, and troubleshoot synchronization and mailflow issues on desktops and mobile endpoints.
  • Image, provision, and deploy new laptops and desktops using SCCM, Microsoft Intune, MDT, Autopilot, Ghost, or similar deployment tools; maintain and update golden images and driver packs to ensure consistent, secure builds.
  • Maintain endpoint security by applying and verifying antivirus/anti-malware, endpoint detection and response (EDR) agents, disk encryption (BitLocker/FileVault), and enforcing security policies in collaboration with IT security teams.
  • Troubleshoot and resolve network connectivity problems for wired and wireless clients: diagnose TCP/IP, DNS, DHCP, VPN connections, and coordinate with networking teams for escalations or site-wide outages.
  • Provide remote support using RDP, TeamViewer, AnyDesk, VNC, or Intune Remote Help—conduct remote desktop sessions to diagnose, remediate, and guide users through solutions while documenting steps in the ticket.
  • Support and maintain print services and multifunction devices: install drivers, resolve print spooler issues, configure network printers, and coordinate with vendors for hardware repairs and consumables.
  • Perform hardware diagnostics, repair, and component replacement on desktops, laptops, monitors, docks, batteries, SSD/HDD, memory, and peripherals in compliance with warranty and asset lifecycle procedures.
  • Administer and troubleshoot VOIP desk phones, softphone clients, headsets, and conferencing equipment (Zoom/MS Teams/Polycom) for clear audio/video communication and reliable call routing.
  • Manage mobile device support and enrollment through MDM solutions (Intune, Jamf, AirWatch): configure policies, deploy apps, troubleshoot sync and enrollment issues, and secure lost/stolen devices.
  • Track, log, prioritize, and resolve support requests using ITSM/ticketing platforms such as ServiceNow, Jira Service Desk, Zendesk, or Freshservice, ensuring accurate categorization, SLAs, and closure notes.
  • Implement operating system and application patching schedules; verify successful updates, remediate failed updates, and coordinate downtime windows with stakeholders to minimize business disruption.
  • Maintain and reconcile IT asset inventory and CMDB entries: tag assets, record asset location and owner, manage lifecycle transitions (deploy, return, retire), and support audits and compliance reports.
  • Escalate complex incidents to specialized teams (Server, Network, Security, Application Owners) while providing detailed diagnostics, logs, and reproduction steps to accelerate resolution.
  • Provide user onboarding and offboarding support: provision hardware, configure email and applications, verify permissions, backup data, and ensure secure data wiping and asset returns during employee transitions.
  • Create, maintain, and improve knowledge base articles, standard operating procedures (SOPs), and runbooks to reduce repeat incidents and enable faster triage by peers and future hires.
  • Participate in scheduled on-call rotations and after-hours support for critical incidents, site migrations, and deployments; respond to emergencies in accordance with incident response procedures.
  • Assist with endpoint backup and recovery processes, restoring user data from backups, and guiding users through data recovery workflows after hardware failures or accidental deletions.
  • Support technology refresh projects and hardware rollouts: plan logistics, execute staged deployments, manage imaging queues, and communicate status updates to impacted teams and stakeholders.
  • Test and validate third-party application installations and updates on managed endpoints to ensure compatibility with corporate images and security baselines prior to broad deployment.
  • Conduct periodic site visits, root-cause analysis, and onsite troubleshooting for multi-site environments; maintain professional relationships with local vendors and facilities teams to coordinate repairs or replacements.
  • Monitor service desk metrics and SLAs, identify trends in incidents, and recommend proactive fixes or training to reduce ticket volume and improve mean time to resolution (MTTR).
  • Enforce security best practices at the endpoint layer by educating users on phishing, social engineering, secure password hygiene, and safe remote work practices.

Secondary Functions

  • Support pilot programs for new client-side tools and run controlled rollouts to select user groups, capturing feedback and resolving issues prior to enterprise-wide deployment.
  • Assist IT projects with desktop and endpoint requirements gathering, testing, and user acceptance for software migrations, Office 365 rollouts, and operating system upgrades.
  • Collaborate with procurement and asset management to validate warranties, coordinate RMA processes, and manage vendor relationships for hardware support and spare parts.
  • Provide basic support for conference rooms, collaboration spaces, and AV equipment; escalate complex AV setups to specialized teams when required.
  • Participate in continuous improvement initiatives: recommend automation, scripting (PowerShell), and process changes to streamline imaging, patching, and ticketing workflows.
  • Conduct end-user training sessions and brown-bag workshops to increase technology adoption and reduce repeated support calls for common tasks and tools.
  • Assist with compliance efforts by applying endpoint configuration standards and participating in internal and external audits related to asset management and configuration baselines.
  • Support safe disposal and data sanitization of retired devices in accordance with corporate security and environmental policies.

Required Skills & Competencies

Hard Skills (Technical)

  • Windows 10/11 and Windows Server administration basics (user profiles, group policies, event logs)
  • macOS client support and familiarity with Apple deployment tools (Jamf, Apple Business Manager)
  • Microsoft 365 suite administration and troubleshooting (Exchange Online, Teams, OneDrive)
  • Active Directory and Azure AD user/group management, group policy objects (GPO)
  • Endpoint management and deployment tools: Microsoft SCCM/ConfigMgr, Intune (MDM), MDT, Autopilot
  • Troubleshooting network fundamentals: TCP/IP, DNS, DHCP, VPN, Wi-Fi connectivity
  • Remote support tools: Microsoft Remote Desktop, TeamViewer, AnyDesk, ConnectWise Control
  • ITSM and ticketing platforms: ServiceNow, Jira Service Desk, Zendesk, Freshservice
  • Imaging and provisioning workflows, driver management, and hardware lifecycle processes
  • Mobile device management (MDM) and mobile troubleshooting (iOS/Android)
  • Basic VOIP and UC troubleshooting (SIP basics, desk phone provisioning, headset support)
  • Printer and print server troubleshooting, driver deployment, and maintenance
  • Endpoint security technologies: antivirus/EDR, BitLocker/FileVault, patch management platforms
  • Backup and recovery tools for user data and endpoints
  • Basic scripting for automation (PowerShell, Bash) and familiarity with command-line troubleshooting

Soft Skills

  • Exceptional customer service and user-centric communication: able to explain technical issues in plain language
  • Strong problem-solving and diagnostic mindset; methodical in reproducing and documenting issues
  • Time management and prioritization under SLA-driven environments
  • Collaboration and teamwork: works effectively with cross-functional IT, facilities, and vendor partners
  • Adaptability and willingness to learn new platforms and tools quickly
  • Attention to detail in documentation, asset tracking, and security procedures
  • Professionalism and discretion when handling sensitive user data and access
  • Patience and empathy when supporting non-technical users

Education & Experience

Educational Background

Minimum Education:

High school diploma or GED; equivalent hands-on technical experience and certifications acceptable in lieu of a degree.

Preferred Education:

Associate or Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.

Relevant Fields of Study:

  • Computer Science
  • Information Technology / Information Systems
  • Network Administration
  • Cybersecurity / Information Security
  • Technical Support / Help Desk Studies

Experience Requirements

Typical Experience Range: 1–4 years of hands-on desktop/endpoint support or help desk experience.

Preferred:

3+ years supporting enterprise endpoints, experience with Active Directory, Microsoft 365, SCCM/Intune, and demonstrated ability to own hardware deployments and support escalations.

Certifications that strengthen candidacy (preferred but not required): CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified Fundamentals, Apple Certified Support Professional (ACSP), or similar vendor certifications.

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