It Support Engineer

Skills Needed for Desktop Support Engineers

In order to handle such a wide variety of critical responsibilities - providing tech support, troubleshooting complex issues, configuring systems, training users, and managing inventory - desktop support engineers need a diverse set of technical and interpersonal skills.

Technical Skills

• Operating Systems:

   Extensive knowledge of operating systems like Windows, macOS and Linux distributions

• Hardware:

   Understanding of computer components, mobile devices, printers, networks

• Software:

   Familiarity with productivity software, collaboration tools, security programs, etc.

• Diagnostics:

   Ability to review logs, run monitoring tools, conduct testing to pinpoint issues

• Scripting:

   Write scripts to automate tasks using languages like PowerShell

• Networking Concepts:

   Solid grasp of how LANs, WANs, Wi-Fi, VPNs etc. function

Typical Desktop Support Engineer Job Responsibilities

• Providing phone, email, remote, and in-person support to troubleshoot various technical problems
• Installing and configuring computer hardware, software, peripherals, and networking equipment
• Resolving issues with internet connectivity, printers, scanners, phones, and other equipment
• Performing troubleshooting to diagnose system failures and identifying root causes
• Managing technology inventory and placing orders for equipment
• Escalating complex issues to the appropriate teams if unable to resolve them independently
• Providing new system orientation and training to end users
• Documenting technical issues and solutions in a ticketing system

The primary role of a desktop support engineer is to provide help desk support to users within the organization who are having problems with their IT equipment or systems. This includes:

• Receiving requests via phone, email, chat, or ticketing systems
• Asking questions to properly diagnose reported issues
• Resolving common problems like network connectivity, password reset, email access, printer jamming, etc.
• Tracking issues from initial report to final resolution

When users experience more complex system failures, desktop support engineers leverage their technical expertise to troubleshoot and determine root causes. This involves:

• Investigating error messages
• Reviewing system and application logs
• Testing software and hardware to pinpoint faulty component(s)
• Escalating to a specialized team if unable to diagnose
• Documenting details to share with engineering/development teams

3. Install & Configure Systems

Desktop support techs handle a variety of installation, configuration and maintenance tasks to optimize computer systems throughout the organization, including:

• Formatting, partitioning and imaging hard drives
• Upgrading or replacing hardware components like memory, network cards, video cards
• Installing operating systems, software drivers and applications
• Setting up new devices, printers, scanners, etc.
• Configuring system settings, security tools, VPN access etc.
• Performing preventative maintenance activities