Desktop Support TechnicianJob Description
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Job Description Sample
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Job Title: Desktop Support Technician
Location: Hybrid/On-site
Type: Full-time
About the Role:
We are seeking a skilled Desktop Support Technician to join our IT team and provide comprehensive technical support to our organization. The ideal candidate will have strong troubleshooting abilities and experience with various operating systems and hardware configurations. This role requires excellent communication skills and the ability to explain technical concepts to non-technical users.
Key Responsibilities:
- Respond to and resolve technical support tickets in a timely manner
- Install, configure, and maintain computer hardware, software, and peripherals
- Troubleshoot system and network issues across Windows and Mac environments
- Perform regular system updates and security patches
- Maintain accurate documentation of technical solutions and procedures
- Set up new employee workstations and manage user accounts
- Provide remote support using various remote access tools
- Monitor system performance and implement preventive maintenance
- Assist with network connectivity issues and basic infrastructure support
- Collaborate with senior IT staff on larger technical projects
Perks:
- Comprehensive health insurance and dental coverage
- Professional development and certification reimbursement
- Flexible work schedule
- 401(k) matching program
Desktop Support Technician Responsibilities
Hiring a desktop support technician? Here's what you can expect them to handle:
- Manage and resolve technical support tickets within SLA guidelines
- Configure and maintain desktop/laptop hardware and software systems
- Implement security updates and patches across multiple platforms
- Provide both remote and on-site technical support to end users
- Maintain detailed documentation of technical solutions and procedures
- Assist with network connectivity and basic infrastructure support
- Perform regular system backups and data recovery operations
- Coordinate with vendors for hardware repairs and replacements
Qualifications to Be a Desktop Support Technician
Here's what a solid candidate typically brings to the table:
Associate's degree in IT or related field2+ years of desktop support experienceCompTIA A+ certificationStrong knowledge of Windows and Mac operating systemsExperience with Active Directory and user managementDesktop Support Technician Prerequisites
Before you even think of hiring, make sure your candidates have:
Proven track record of excellent customer serviceValid driver's license and reliable transportationAbility to lift and move equipment up to 50 poundsAvailability for occasional after-hours supportSecurity clearance eligibilityDesktop Support Technician Hard Skills
The “must-haves” on every recruiter's checklist:
Operating Systems: Windows 10/11, macOSNetwork Protocols: TCP/IP, DNS, DHCPRemote Support Tools: TeamViewer, Remote DesktopSecurity: Antivirus, Firewalls, Patch ManagementHardware: PC/Mac Troubleshooting, PeripheralsActive Directory: User Management, Group PolicyTicketing Systems: ServiceNow, JIRABackup Solutions: Veeam, Windows BackupDesktop Support Technician Soft Skills
Tech skills get them in the door—soft skills help them stick around.
Clear verbal and written communicationProblem-solving and analytical thinkingCustomer service orientationTime management and prioritizationPatience and empathy with end usersTeam collaborationAttention to detailAdaptability to changing technologiesDesktop Support Technician Salary by Experience Level
Entry Level (0-2 Years)
$45k – $60k
Common Titles
Junior Desktop Support Technician, Associate Desktop Support Technician
Mid Level (2-5 Years)
$60k – $85k
Common Titles
Desktop Support Technician, Desktop Support Technician II
Senior Level (5+ Years)
$85k – $110k
Common Titles
Senior Desktop Support Technician, Lead Desktop Support Technician
Frequently Asked QuestionsAbout Desktop Support Technician Hiring
Desktop Support Technicians provide more hands-on, advanced technical support and often work on-site, while Help Desk Analysts typically handle first-level remote support and basic troubleshooting.
Present real-world scenarios from your environment and ask candidates to walk through their problem-solving approach. Create practical exercises using common issues your team encounters.
While certifications demonstrate theoretical knowledge, prioritize candidates with proven hands-on experience. Look for those who can demonstrate practical problem-solving abilities and have worked in similar environments.
Watch for candidates who can't explain their troubleshooting methodology, lack documentation habits, or show poor communication skills. Also be wary of those who don't ask clarifying questions during technical discussions.
The general rule is one technician per 75-100 end users for optimal support coverage. Adjust based on your technology complexity and support requirements.
Tools and Programs Desktop Support Technician Use
Here's what their digital toolbox might look like:
Remote Support
TeamViewer•LogMeIn
Ticketing Systems
ServiceNow•Zendesk
Monitoring Tools
PRTG•Nagios
Security Software
Symantec•McAfee
Backup Solutions
Veeam•Acronis
Imaging Tools
Ghost•MDT
Documentation
Confluence•SharePoint
Asset Management
SCCM•Jamf Pro
Job Description Examples
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