Desktop Support Technician job description
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What does a Desktop Support Technician do?
The Desktop Support Technician is essential for maintaining organizational productivity by providing technical support and troubleshooting for hardware and software issues. This role ensures employee efficiency by resolving IT-related problems promptly and maintaining optimal computer system functionality.
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What are the Key Responsibilities of Desktop Support Technician
- Provide technical assistance and support for incoming queries related to computer systems.
- Install and configure hardware and software applications.
- Monitor and maintain computer systems and networks.
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
- Set up new users' accounts and profiles and resolve password issues.
- Respond to service requests from end-users in a timely manner.
- Document internal procedures and processes.
- Maintain a stock of IT supplies and manage equipment inventory.
What are the Skills and Requirements for a Desktop Support Technician?
- Proficient in Windows and Mac OS operating systems.
- Strong troubleshooting and diagnostic skills.
- Excellent communication and customer service skills.
- Ability to work under pressure and manage multiple tasks.
- Attention to detail and good organizational skills.
What are the KPIs to track for Desktop Support Technician?
The Desktop Support Technician's performance is gauged by the speed and accuracy of issue resolution, user satisfaction levels, consistent system uptime, and effective communication with team members and users.
Issue Resolution
Timely and accurate resolution of IT issues.
User Satisfaction
Increased user satisfaction rates through effective support.
System Uptime
Consistent and reliable system uptime.
Reports to
IT Manager
Collaborates with
IT Support Team, Network Administrators
Leads
N/A
Are any specific tools or software required for the Desktop Support Technician role?
- Remote Desktop Tools
- Help Desk Software (e.g., Zendesk, ServiceNow)
- Network Troubleshooting Tools
What is the qualification of Desktop Support Technician?
Associate's degree in Computer Science or a related field with 1-3 years of experience in technical support.
