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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