Desktop Support Technician
Job Info
A desktop support technician provides technical assistance to end-users, focusing on desktop computers, laptops, and peripherals. They install, configure, troubleshoot, and maintain hardware and software, assist with user training, ensure security compliance, manage inventory, and maintain documentation.
Responsibilities
Install, configure, and maintain desktop computers, laptops, and peripherals.
Troubleshoot hardware and software issues reported by end-users.
Provide technical assistance and support through various communication channels.
Assist with software installations, updates, and patches.
Perform hardware upgrades, repairs, and replacements as needed.
Ensure compliance with security policies and standards.
Manage inventory and tracking assets.
Provide user training and documentation.
Maintain accurate records of support activities.
Collaborate with other IT teams and vendors as needed.
Skills & Knowledge
Strong understanding of desktop hardware, operating systems (e.g., Windows, macOS), and common software applications.
Ability to diagnose and resolve hardware and software issues efficiently.
Clear and effective communication with end-users to understand and address their technical problems.
Providing excellent customer service and maintaining a positive attitude when assisting end-users.
Thoroughness in documenting issues, troubleshooting steps, and resolutions.
Ability to analyse complex technical problems and develop effective solutions.
Prioritise tasks and managing workload effectively to meet service level agreements (SLAs).
Flexibility to work in a dynamic environment and handle unexpected challenges.
Understanding of basic security principles and practices to protect desktop systems and data.
Ability to work effectively with other IT teams and vendors to resolve issues and implement solutions.
Keeping up-to-date with new technologies and industry trends through self-study and professional development opportunities.
Career Progression
Junior Desktop Support Technician - Desktop Support Technician - Senior Desktop Support Technician - Desktop Support Team Lead or Supervisor - IT Manager or IT Support Manager
You may choose to specialise in specific areas of Information Technology such as Network Administration, Cyber Security or Systems Administration by acquiring additional certifications and training.
You can progress into roles such as systems administrator, network engineer, or IT project manager.
Qualification Pathways
If you are looking to transfer into this role from a related role in the industry, leverage your existing experience and skills in the industry to identify transferable skills that align with a Desktop Support Technician Role. Highlight these transferable skills on your CV and in interviews to demonstrate your suitability for positions within the sector.
If you are new to industry, follow these routes:
Step 1: Obtain GCSE's, ideally in Maths, English and IT
Optional: Pursue A-Levels in information technology, computer science, or a related field. Relevant learning may include computer hardware, operating systems, networking, and troubleshooting.
Step 2: Gain certifications in any of the following:
CompTIA A+ which covers foundational IT skills such as hardware, networking, operating systems, and security. It validates basic technical knowledge and competency in IT support roles.
Microsoft certifications such as Microsoft Certified: Modern Desktop Administrator Associate or Microsoft Certified: Windows 10 certification, which focus on desktop deployment, management, and troubleshooting in Windows environments.
Step 3: Gain hands-on experience through internships, apprenticeships, or entry-level positions in IT support roles. Look for opportunities to work with desktop hardware, operating systems, and software applications, and to interact with end-users in a support capacity.
Step 4: Stay updated with advancements in desktop technology, industry trends, and best practices through continuous learning and professional development.
Step 5: Participate in training programmes, workshops, webinars, and industry conferences to enhance skills and knowledge.
Step 6: Consider specialising in specific areas of desktop support, such as Windows deployment and management, macOS administration, or mobile device management (MDM), by pursuing advanced training or certifications.
Step 7: Acquire specialised skills and knowledge relevant to the industry or technology environment to become a subject matter expert in particular areas.
Step 8: Gain experience and expertise in desktop support roles, progressing from entry-level positions to more senior roles such as senior desktop support technician, desktop support specialist, or IT support team lead.
Step 9: Explore opportunities for further education, certifications, or specialisation to advance your career and pursue leadership or specialised roles within the IT field.
Other Info
Relevant Apprenticeships:
https://www.instituteforapprenticeships.org/apprenticeship-standards/it-solutions-technician-v1-0