A desktop support engineer ensures that computers function efficiently through up-to-date software structure and provide user needs for business, organizational or personal purposes. Expert training is required to develop the necessary skills in delivering technical support, software assistance, and other IT services. Aspirants can take a CompTIA course, undergo ITIL 4 training, and obtain an IT desktop certification.
Once certified, you can now administer technical IT maintenance and repair. A day in the life of a desk involves multiple kinds of work that each requires specific skills. Here’s how a desktop support engineer’s daily work looks like.
- Technical support
Technical support includes troubleshooting issues that slow down, freeze, or obstruct desktop functions. This is one of the daily routines of a support engineer. An employee may call for help about failing to open an application on their company laptop. Also part of tech support is installing and maintaining updated hardware and software systems.
Diagnosing problems may be done remotely or it may also require a visit to the work desk, depending on the kind and severity of the matter. After identifying the issue, the engineer decides on tech resolutions to restore company productivity.
- Software and hardware maintenance
Maintaining the software and hardware components of desktop computers is crucial to keeping the system and transactions running smoothly. This is another job that falls to desktop support engineers. Regular software check-ups and security evaluations are needed to ensure that computers are working properly.
Keeping the computer networks secure is important to avoid leaks and avoid viruses from corrupting company data. Hardware repairs are also important. An employee may complain about an overheating CPU or monitor that suddenly shuts off. These issues may require cleaning the dust off the vents or checking for loose wires connecting to the monitor.
- Training of users
It’s important that desktops are not only kept in good shape, but users should also be knowledgeable about them. They should be oriented about new system updates, hardware installation, IT security policies, and more, which is also one of the key roles of support engineers.
When software is updated, it includes changes that can confuse employees. As the support specialist who understands this development, it’s your job to allow them to grasp and work with that update comfortably. This is where communication skills become a useful asset in the desktop support engineer skill set.
- Emergency IT support
Sometimes, security and network emergencies happen. It can be a major data breach, communication shutdown, customer service interruption, or other significant disruption in the company’s business transactions. These problems require immediate attention so support engineers should be able to jump into action swiftly. They should work to reduce downtime as much as possible and get the company back on its feet before irreversible damages.
- Documentation
Keeping a record of recurring issues can be helpful in future situations. Documentation can be used as a basis for permanent solutions, replacement of assets, or upgrades. A desktop support technician also maintains a record of each IT equipment, including its purchase history and properties. This makes tracking of assets, repairs, and upgrades easier to perform. User manuals and IT policies can also be developed by expert support technicians for company use.
The job of a desktop support engineer
The job of a desktop support engineer involves resolving various IT issues, which can be fulfilling if you see yourself helping organizations operate smooth business transactions and connect via efficient communication networks.
Working in this field requires taking a desktop support engineer course, which can involve both onsite and online training. Take a certification exam and start taking up entry level technician roles where you can develop more skills and knowledge.
