Desktop Support: How the Evolution of the Role has impacted the Skills needed to Succeed

It would be an understatement to say that desktop support professionals have seen their jobs change with time and technology.

But technological advances in "how computing happens" have not changed the fact that an organisation’s users need someone to provide hands-on help and troubleshooting.

Still, it’s interesting to take a look back at how the desktop support pro’s role has evolved through the decades.

As the roles of desktop support professionals evolve, businesses are seeking professionals with the following skills and qualifications for these roles:

Knowledge – Know your way around desktop hardware, software applications, operating systems and network connectivity, such as SCOM, SCCM, Citrix, AD (Active Directory), Office 365, cloud technology and VDI (Virtual desktop infrastructure).

Self-learning – Be invested in continual learning and development opportunities to ensure your knowledge remains current, for example through CBT Nuggets or other online training courses.

Problem solving – Resolve problems while maximising efficient use of computing resources.

Education –Certification is essential for the role, whether it be a computer science degree, certifications from entities such as HDI or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator) or combined training and experience through training academies.

Mobility – Be willing to take on a new position at your current company or accept additional responsibilities when asked.

Enthusiasm and drive – Professionals are driven to improve their education and value opportunities for training and continual learning are in high demand by business leaders.

The tools and technologies used by IT experts have changed what desktop support pros do and how they work over the last thirty years. But the role of the desktop support professional remains the same.Keep computers up and running and help users to work with them. The career of a desktop support professional remains an exciting option for those who want to combine hands-on technical skills and working with others and provides an excellent stepping stone into more managerial IT professionals or technical experts.

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Tips to Prepare Your Resume for Desktop Support Engineer Job

Many people get in to the Information Technology sector by first getting a job as a Desktop support or an I.T support engineer. A Desktop support engineer is interchangeably referenced by many other synonyms such as Technical support engineer, Desktop support technician, L1 support engineer, and sometimes also as a Help desk support engineer.

So, you have the all important interview scheduled and are yet wary of the the resume that you have. Let me guide you to make your resume a great one that should just about do its job, and get you a job. Here you'll get some tips, suggestions and some other useful pointers that you should keep in mind to create your resume. Incorporating the below tips will definitely make a greater impact on the employer which makes your life easier.

Also, the second half of the article will have links to samples that you can view or download to make your own custom resume.

Tips to Prepare Your Resume for Desktop Support Engineer Job

Keep it Simple

Try to make your resume as simple as possible. Most probably this might be your first job. So don't clutter your resume with unnecessary things and achievement. Provide details what the employer is looking for. Therefore it is good if you can make changes according to the job and company you are applying. For that carefully read the job description and then make the changes that you feel like.

Common problems such as spelling and grammar mistakes will make you look stupid. Read your CV properly and make any changes that is required.

Simplicity will also help the employer to quickly traverse it and shortlist you.

Single Page is Enough

Strictly, don't make your resume more than a single page. Even if you have many years of experience. Most people think that resume should give all the details so that the employer can better judge the candidate. I say, why give a chance to judge yourself even before you have met.

Making the resume more than a single page won't necessarily give you more attention. Instead, try to provide a short and succinct information of yourself on a single page.

Commentary is Not Allowed

This is in sync with the second point. For example, you might have done a course along with your college degree. Many beginners have a liking to provide each and every topic that they have learned and mention it on the CV. Don't do that. A single line such as "Diploma in Computer Networking from XYZ institute" is more than okay.

One more analogy which I can cite here is that, will you provide each and every thing that you studied in your degree. Definitely no, then why should you do that for the course.

Technical as well as Soft Skills

On your resume not just mention your technical skills, but also mention soft skills. Mention a good summary of technical and soft skills. For instance, technical skills such as assembling and dis-assembling a computer, efficient in handling a network of computers, timely updating of all computers to periodically remove and update the virus database etc. Whereas, soft skills such as good listening skills, presentable, good English speaking etc.

Give a Chance to the Employer to Speak

This is one more reason why you should keep your resume to a short and sweet. Give correct details but don't over-detail it. This will make the employer to ask questions about the things that is not listed in your resume. By this way you can build a rapport instantly with the employer as you explain.

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How to Be the Best Desktop Support Analyst

Skills Needed to Be a Good Desktop Support Analyst

Knowledge – Know your way around desktop hardware, software applications, operating systems and network connectivity.
Problem solving – Resolve problems while maximizing efficient use of computing resources.
Teamwork – Work well in a team-oriented environment.
Education – Possess a computer science degree and one or two certifications from entities such as HDI or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator).
Mobility – Be willing to take on a new position at your current company or accept additional responsibilities when asked.

Typical Job Duties of a Desktop Support Analyst

• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Install and support PC, laptop, tablet and mobile hardware and software (certifications from CompTIA, Microsoft or HDI are a plus).
• Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
• Participate in hardware and software reviews and recommend purchases.
• Maintain inventory of installed software, manage software licensing and create policies and procedures for upgrades.
• Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
• Analyze and make recommendations for hardware and software standardization.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.

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Certifications That will help you Become a Desktop Support Engineer

MCTS (Microsoft Certified Technical Specialist)

This could be the first step to obtain certifications internationally. There are all three documents together to go to get MCTS. Deleting all three documents will be MCT and Microsoft also provides you with a username and other things, such as a certification card to confirm your credentials.

MCITP (Microsoft Certified Professional)

After completing your MCITP MCTS you can choose to give only two other documents. Both MCTS and MCITP require that you have a deep knowledge and understanding of Windows Server 2008 and Windows Vista / Window7.

MCITP has many different versions of specialization. A look at the official website gives about 18 different specializations. The specialization is found in the Windows client (Vista or Windows 7), Windows Server Database Server etc.

At this time point only the client version is considered. It's easier and getting a job is even easier. Doing specialization Server or for that matter any other version would only hurt because having high level certifications, without any work experience does not fit with the interviewer.

MCSA (Microsoft Certified System Administrator)

This is a slightly older version that is based on Windows Server 2003 and Windows XP. The removal of four separate exams is required.

Before giving more reflection to the certification, the first step for you would be to obtain a good institute. Frankly, I am only a few institutions that fall into the category of good. Many students fall into the trap of marketing institutions. Your task is to draw attention to a thorough investigation before enrolling in an institution.

The following steps will help you focus on a good institute as long as you follow the procedure.

Step 1) Training centers Search in and around your area. The closer the better if you are already traveling to the university. Pragmatic step would be to find a school on your way to college, of course, if you are a university.

Step 2) Visit many centers and ask students about their experience. Ask about details such as the speed at which the part is completed, the details of the teachers and his / her way of teaching.

Step 3) Request that, if you are given any discount coupons for appearing on the certification exams. Ask the counselor if they can provide a demonstration lesson, you will be surprised at how management will be eager to reach a new student. But just to make a decision about the demonstration conference will be disastrous.

Step 4) Select a center by measuring the pros and cons of it.

Step 5) Take the necessary classes.

Step 6) If you want, look for any certification exams.

Step 7) Find work in newspapers and on the Internet.

Step 8) Ask your friends and family for references.

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Top Interview Questions for Desktop Support Engineer

Are you looking for a job as a Desktop Support Engineer? Or are you thinking about leaving your current position for a new job as a Desktop Support Engineer with a new company in a Microsoft multi-user computing environment?

Top Interview Questions for a Desktop Support Engineer (Microsoft) Position:

All of the questions below are very common and must be prepared for before facing any interview for a Desktop Support or Windows Administration Engineer position.

Q: Which Windows OS are you most comfortable with?

A: This is a very basic question and you can prepare your answer by researching which OS version is used by the company you’re applying in. Be sure to do a little reading on the systems you are familiar with, so you can showcase your skills.

Q: Why do we use DHCP?

A: Dynamic Host Configuration Protocol (DHCP) is used to assign dynamic IP addresses to network devices, allowing them to have a different IP address each time they are connected to the network.

Q: What is a default gateway? What happens if I don’t have one?

A: A default gateway is a routing device used to forward all traffic that is not addressed to a destination within the local network or local subnet. If you don’t have a default gateway, it is not possible to communicate with the network device/host of different networks. Dial-up internet connections do not require a default gateway though because it is present in the ISP itself.

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What is the salary of Desktop Support Engineer?

As of Sep 24, 2019, the average annual pay for a Desktop Support Engineer in the United States is $60,472 a year.

While ZipRecruiter is seeing annual salaries as high as $96,500 and as low as $30,500, the majority of Desktop Support Engineer salaries currently range between $45,500 (25th percentile) to $71,000 (75th percentile) across the United States. The average pay range for a Desktop Support Engineer varies little (about $25,500), which suggests that regardless of location, there are not many opportunities for increased pay or advancement, even with several years of experience.

Based on recent job postings on ZipRecruiter, the Desktop Support Engineer job market in both Chennai, IN and the surrounding area is not that active, but at the state level for , companies are hiring. People working as a Desktop Support Engineer in your area are making on average $60,472 per year or the same as the national average annual salary of $60,472. ranks number 1 out of 50 states nationwide for Desktop Support Engineer salaries.

To estimate the most accurate annual salary range for Desktop Support Engineer jobs, ZipRecruiter continuously scans its database of millions of active jobs published locally throughout America.

Average Desktop Support Engineer Salary Across the U.S.

	Salary Range (Percentile)
	25th	Average	75th
Annual Salary	$45,500	$60,472	$71,000
Monthly Salary	$3,792	$5,039	$5,917
Weekly Salary	$875	$1,163	$1,365
Hourly Salary	$22	$29	$34

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The Top Skills Every Desktop Support Engineer Should Have

The tech world is full of jobs that require a blend of left-brain creativity and right-brain analytical skills. And nowhere is that winning combination needed more than in the job of desktop support. A desktop support engineer plays a vital role in any organization’s IT environment. He or she acts as the single point of contact for end users — or customers — to receive maintenance and support, including installing, maintaining, diagnosing, upgrading and repairing all hardware and equipment to ensure optimal performance. In addition to extensive experience with hardware, the position requires skills in software applications, operating systems, and network connectivity.

Desktop Support Skills

As a desktop support engineer, you need to be an expert technology problem solver, as you typically spend your days:

• Identifying issues
• Repairing problems
• Updating systems
• Installing new and upgraded hardware and software
• Troubleshooting computers and basic networks
• Documenting systems

Along with all that, you support the IT department in a multitude of ways. But there’s more to the job than technical skills. What non-technical, “soft” skills separate a great tech support engineer from just a good one?

Top Traits of Desktop Support Engineers

Great Communication Skills. Since the job calls for you to work with so many different types of people, one of the most valuable skills you can possess is the ability to relate to each customer on his or her terms, in a language they understand. You also need to know how to ask the right questions to get to the heart of the problem so you can get it solved.

Interpersonal Problem Solving. A proactive approach to solving problems is a must. If you take the term “customer service” to heart and take the initiative on problem resolution, you can resolve problems quickly while maximizing efficient use of your company’s computing resources.

Ability to Work in a Team Environment. You should embrace working in a team setting, see your teammates as crucial players and, while providing them help and assistance, also credit them for their successes. Yes, desktop support is a tech position, but it’s really about helping people.

Higher Education. Spend the necessary time to update and enhance your basic tech skills. Learn everything you can about your industry — your interest in and knowledge of the company’s mission and goals makes you a valuable company asset. Sure you don’t have to have a legal degree to work tech support at a law firm, but the more you understand the business, the better you’ll be able to prioritize your tasks and provide proactive support.

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What are the Roles and Responsibilities of a Desktop Support Engineer

This Desktop Support Engineer job description template is optimized with essential skills and job duties and is easy to post to online job boards or careers pages. Similar job titles include Technical Support Engineer. Post Now on Job Boards

Desktop Support Engineer responsibilities include:

• Addressing user tickets regarding hardware, software and networking
• Walking customers through installing applications and computer peripherals
• Asking targeted questions to diagnose problems

Responsibilities

Address user tickets regarding hardware, software and networking

Walk customers through installing applications and computer peripherals

Ask targeted questions to diagnose problems

Guide users with simple, step-by-step instructions

Conduct remote troubleshooting

Test alternative pathways until you resolve an issue

Customize desktop applications to meet user needs

Record technical issues and solutions in logs

Direct unresolved issues to the next level of support personnel

Follow up with clients to ensure their systems are functional

Report customer feedback and potential product requests

Help create technical documentation and manuals

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What is MCDST (Microsoft Certified Desktop Support Technician)?

The Microsoft Certified Desktop Support Technician (MCDST) is an entry-level certification programmes offered by Microsoft. Candidates who pursue the certification programme will gain the knowledge required to support users and troubleshoot desktop environments running on the Microsoft Windows operating system.

Clearing the Microsoft Certified Desktop Support Technician (MCDST) certification can help a professional get a head start in IT career. A Microsoft Certified Desktop Support Technician is proficient at running, supporting and troubleshooting of various issues on a desktop environment running on the Windows operating system. In order to complete the course and earn the MCDST certification, candidates will have to pass the following exams, in any order:

• Supporting Users and Troubleshooting a Windows XP Operating System (Exam 70-2711)
• Supporting Users and Troubleshooting Desktop Applications on a Windows XP Operating System (Exam 70-2721)

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Career Growth of a Desktop Support Engineer

As of Sep 18, 2019, the average annual pay for a Desktop Support Engineer in the United States is $59,736 a year.

While ZipRecruiter is seeing annual salaries as high as $91,000 and as low as $30,500, the majority of Desktop Support Engineer salaries currently range between $45,000 (25th percentile) to $70,500 (75th percentile) across the United States. The average pay range for a Desktop Support Engineer varies little (about $25,500), which suggests that regardless of location, there are not many opportunities for increased pay or advancement, even with several years of experience.

Based on recent job postings on ZipRecruiter, the Desktop Support Engineer job market in both Chennai, IN and the surrounding area is not that active, but at the state level for , companies are hiring. People working as a Desktop Support Engineer in your area are making on average $59,736 per year or the same as the national average annual salary of $59,736. ranks number 1 out of 50 states nationwide for Desktop Support Engineer salaries.

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