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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