Desktop Support Engineer Job Description Template
Use this Desktop Support Engineer job description template to advertise the open roles for free using Longlist.io. You can use this template as a starting point, modify the requirements according the needs of your organization or the client you are hiring for.
Job Brief
We are looking for a Desktop Support Engineer to to provide technical assistance to our clients. You will help install, upgrade and troubleshoot hardware and software systems.
If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques.
Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.
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
Requirements
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
- Hands-on experience with Windows/Linux/Mac OS environments
- Working knowledge of office automation products and computer peripherals, like printers and scanners
- Knowledge of network security practices and anti-virus programs
- Ability to perform remote troubleshooting and provide clear instructions
- Excellent problem-solving and multitasking skills
- Customer-oriented attitude
- BSc in Computer Science or relevant field
What does Desktop Support Engineer do?
A Desktop Support Engineer is responsible for providing technical support for end-user devices, primarily desktop computers. On a day-to-day basis, their tasks can include:
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Helping users with hardware and software issues: Responding to user queries, troubleshooting and resolving hardware and software problems, and providing guidance for various applications and systems.
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Setting up and maintaining systems: Installing, configuring, and maintaining desktops, laptops, printers, and other peripherals. This includes provisioning new equipment, ensuring proper connectivity, and upgrading or replacing components when needed.
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Managing user accounts and permissions: Creating and managing user accounts, access controls, and group policies to ensure appropriate levels of access and security.
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Handling system upgrades and updates: Installing operating system updates, patches, and software upgrades across user devices while minimizing disruption to users' workflows.
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Resolving network and connectivity issues: Diagnosing and fixing issues related to network connectivity, internet access, and email services. This can involve troubleshooting routers, switches, modems, and other network devices.
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Providing remote assistance: Utilizing remote access tools to troubleshoot and resolve technical issues without being physically present at the user's location.
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Documenting and tracking issues: Keeping detailed records of user requests, troubleshooting steps taken, and solutions provided in a ticketing system or knowledge base. This helps in creating a repository of solutions for future reference.
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Training and support: Conducting training sessions, creating user guides, and providing ongoing support to educate users about new technologies, applications, and best practices.
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Maintaining hardware and software inventory: Keeping track of inventory, including asset tagging, tracking equipment usage, and ensuring proper disposal or recycling of outdated equipment.
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Collaborating with other IT teams: Working closely with other IT teams such as network administrators, system administrators, and software developers to address complex issues and assist with projects that require a desktop support perspective.
Overall, the goal of a Desktop Support Engineer is to ensure that users have reliable and efficient access to technology, troubleshoot and resolve technical issues promptly, and provide a positive user experience.