Desktop Support Specialist Job Description: Top Duties and Requirements

A Desktop Support Specialist, or Technical Support Specialist, is an IT professional who acts as the first point of contact for computer users experiencing difficulties with computer hardware, applications, and software. Desktop Support Specialists troubleshoot problems, arrange system upgrades, and organize parts replacements where necessary, among many other technical support duties.

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Desktop Support Specialist duties and responsibilities

Desktop Support Specialists may work for a particular computer hardware manufacturer and specialize in providing technical support for a specific company’s hardware. However, others may work within the IT department of a private company and support desktop users with technical issues. Duties and responsibilities for Desktop Support Specialists include:

  • Communicating electronically (and in-person) with desktop users experiencing technical difficulties by troubleshooting and documenting problems
  • Reproducing, diagnosing, and analyzing problems reported by end-users, in turn formulating solutions to resolve the issue at hand
  • Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation
  • Organizing and maintaining a problems and solutions log for use by other Desktop Support personnel
  • Setting up and deploying IT equipment for new employees
  • Training users in software and operating systems
  • Addressing and resolving incoming tickets from users regarding hardware, software, and network issues
  • Assessing recurring issues to create automated processes where possible
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Desktop Support Specialist Job Description Examples:

 

Example 1

CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group. Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations. Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles. *CMA CGM Canada is looking for* A dynamic IT Desktop Support Specialist to join the Montreal Team, working closely with the US IT Support group. All applicants must be *Legally Authorised TO WORK IN Canada.* *Summary Description* The Desktop Support Specialist provides local and remote end user support throughout North America for a variety of desktop and laptop hardware and software platforms. They install, configure, maintain, and upgrade all microcomputer and peripheral equipment as needed to ensure Company standards and quality assurance levels are met. They are the first responders to all IT Help Desk phone calls and emails and troubleshoot and correct user problems to the application access level while promoting a helpful and positive image to our internal customers and external vendors alike. The Desktop Support Specialist provides local and remote end user support throughout North America for a variety of desktop and laptop hardware and software platforms. They install, configure, maintain, and upgrade all microcomputer and peripheral equipment as needed to ensure Company standards and quality assurance levels are met. They are the first responders to all IT Help Desk phone calls and emails and troubleshoot and correct user problems to the application access level while promoting a helpful and positive image to our internal customers and external vendors alike *Essential Duties & * Analyze user input requests from phone calls and emails to create and assign Help Desk tickets to themselves or to the appropriate technical resource for resolution. * Troubleshoots desktop or laptop computer problems to the hardware component or application access level and resolves any issues found in a timely manner and to the customer’s satisfaction. * Updates their open Help Desk tickets as needed keeping customers informed of the progress. Documents problem resolutions in the Help Desk application software for future reference. * Setup and configure desktop or laptop computers for all new hires. * Completes and submits to management a quality assurance checklist for every computer serviced to ensure that Company quality levels are maintained. * Provides on-call assistance after hours for remote users and assists with resolving their computer issues. Completes and turns into management an on- call log that notes any issues addressed during their on-call rotation. * Creates and maintains documentation pertaining to hardware or software installation procedures, computer asset tracking, loaner equipment, the shipping or receiving of equipment, RMAs, and software licensing. * Miscellaneous related duties or projects as assigned. * *Education: *Diploma or University degree in Computer science/ IT and/or relevant certifications (CompTIA A+ certification, CompTIA Network+ certification, Microsoft Certification) * *Experience & Technical knowledge: * * 1 year of IT experience * Working knowledge of: * Microsoft windows operating systems, network connectivity troubleshooting * common desktop and laptop hardware to the component level * Local and Wide Area networking * Ethernet and TCPIP network connectivity * Internet and common Internet browser software * General knowledge of: Microsoft office applications, Active Directory and Microsoft server operating systems, VMware, Microsoft SQL server * Ability to troubleshoot: Hardware and software, network connectivity and peripheral equipment troubleshooting skills such as printers, copiers and fax * *

Example 2

*_About Us: _* Propel (formerly MoneyKey) is an innovative Fintech Company that provides services and unsecured financial products to consumers via a safe and secure online platform. Propel was founded in [phone number]in Toronto to remove the complexity and bureaucracy that people often experience while trying to borrow money, and to provide an underserved population with unsecured credit in a respectful way and with extraordinary service. Our goal is to provide our customers with a simple and convenient process! Our amazing team has experienced phenomenal growth and thrives on an entrepreneurial spirit, passion, and top-tier talent. We believe in innovation and in measuring success through results and growing within; talent and hard work never goes unnoticed, and we succeed together. *_About You: _* You are a talented professional looking for a career, not a job. Reporting to the Manager, IT, you will provide front line support to the Propel team. You will manage a service desk providing full-scope IT support for the setup, maintenance, troubleshooting and provisioning of IT software and hardware. You picture yourself succeeding within a vibrant and entrepreneurial organization where your ideas will be heard, and where you will have an opportunity to showcase your talents and great skills. You are motivated by goals, a self-starter, and a hardworking individual who likes to wear multiple hats. We are seeking a proven, driven team player who is looking to join a fast-paced, high growth, energetic and forward-thinking team. *Responsibilities* · Provides first-level support to the Propel team, troubleshooting and resolving issues as they arise. · Responsible for the maintenance of all hardware and software. · Ensure technology equipment inventory of all desktop, monitors, keyboards and other crucial computer equipment is maintained and planned for future growth. · Manages the setup of new employees, ensuring all IT-related requirements are in place prior to start date. · Manages the activation and maintenance of logins and accounts for new, existing and departing employees. · Responsible for software and hardware deployment. · Manages a service desk and provides support for all aspects of end-user computing and network-based PC/Mac system software and hardware. · Produces and maintains documentation and asset management data for all hardware and software. · Liaises with third party vendors to coordinate software and hardware repairs/support. · Provides guidance to management regarding the sourcing of hardware. · Identifies opportunities for and leads process improvement initiatives. · After hours systems changes, monthly maintenance roll out and on-call support is required. · and maintaining technology equipment for remote users. · Working with partners to ensure network in server room is in good order and functioning optimally. *Requirements* · Bachelor's Degree in a technical or business discipline or equivalent experience. · Minimum of 1-3 years’ experience in the IT Support or Operations field. · Hands on experience supporting a multitude of operating systems, platforms, and devices. · Proficient in MS Windows administration and elements like Active Directory, DNS, DHCP, TCP/IP. · Proficient in Apple Mac OS X, hardware, accessories, and the support therein. · Exposure to Microsoft Teams or other VoIP systems would be an asset. · Good knowledge of IT concepts and overall strategies, methodologies, practices & procedures. · General knowledge of network switches would be an asset. · Excellent English written and verbal skills. · Ability to multi-task and manage multiple tickets/tasks. · Ability to work in a fast paced environment, coordinating workflow. _We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, sexual orientation, creed, family status, national origin, age and gender._ _We thank all applications for showing an interest in this position. Only those selected for an interview will be contacted. No agencies or phone calls._ Job Types: Full-time, Permanent Benefits: * Casual dress * Dental care * Extended health care * Paid time off * RRSP match Schedule: * Monday to Friday * Weekend availability Ability to * Winnipeg, MB: reliably commute or plan to relocate before starting work (required) Experience: * IT Support: 1 year (preferred) Work remotely: * Temporarily due to COVID-19

Example 3

*About us* JIG Technologies Inc. Better. Happier. Peace of Mind Mission of the Role: The mission for the Level 1 Support Specialist is to provide the highest standard of customer service to our clients by responding to and resolving daily desktop related tickets assigned to them within the set-out SLA of 15 minutes to respond and 1 day for resolution. *The Role Needs Someone with: * * Strong technical knowledge * Excellent solution finding and analytical abilities * Ingrained customer service orientation to do what’s right * Experienced business acumen * Strong Interpersonal, stress management and communication skills * Detailed oriented * Passionate about technology and has a thirst for new knowledge in the field * Strong team player * Previous experience creating detailed and easy to follow technical documentation * Willingness to create internal knowledgebase articles * Ability to work both in the office and from client sites * 2+ Years previous IT support experience * University or College Degree in IT *Technical Requirements: * * 1st Level information systems services problem resolution: problem definition, research and resolution * E-mail Protocol troubleshooting skills: (SMTP/POP/IMAP) and ability to diagnose email issues such as missing emails, server connection nisus, spam etc. * Basic Windows Active Directory * Microsoft Desktop / Server Deployment, Software and Hardware Inventory - Platforms: Windows 10 and Windows Server [phone number]19 * Software Deployment Automation Tools: Disk Imaging, Patch/Software Release Management, Asset Management, System Monitoring * Working knowledge of TCP/IP protocol JIG’s Core Values - If your values are in line with the below, we would love to hear from you. *Work Honestly Hard* We will work hard and put in whatever it takes to deliver on our promises and to get the job done right. We do this because we enjoy helping people and it doesn’t feel like work. We work with honesty and integrity because that’s who we are. This quality lets our customers know we are there for them providing peace of mind. We passionately strive to provide the Wow to our customers because we love to provide happiness in this way. *Support Each Others Happiness* We are a family that loves our team and want to support our own and our customer’s happiness. We have each others’ back and respect one another enough to encourage each person to take ownership, make mistakes and grow and better themselves as a result. We are Open and Honest with each other and our clients. Always communicating to build stronger relationships. *Be Endlessly Curious* Seek to listen, learn, and understand. Curiosity is about questions. Ask questions before moving to answers. The more question asked of our customers, partners, and people, the more we can help. Be curious and driven to learn about new technologies, approaches, skills, companies, and people for your continued growth and learning and to help be recognized as a trusted resource. (Previously Grow and Learn) Always challenge status quo to better yourself, improve the world around us and provide customer success. (Previously Passion for Innovative Success) Expected start date: [phone number]01-09 Job Type: Full-time Salary: per year Additional pay: * Bonus pay Benefits: * Casual dress * Company events * Dental care * Disability insurance * Employee assistance program * Extended health care * Life insurance * Paid time off * Tuition reimbursement * Work from home Schedule: * 8 hour shift COVID-19 considerations: Rotations of in office staff, masking and heightened cleaning protocols are in place. Client Site screening and mandatory vaccination policy in place. Experience: * related: 2 years (preferred) Language: * English (required) * Ontario Drivers License (preferred) Work remotely: * Temporarily due to COVID-19

What does a Desktop Support Specialist do?

Desktop Support Specialists are employed within a variety of different sectors to provide technical support to their clients. They may work for companies such as computer hardware manufacturers and retailers, software developers, call centres, and IT departments throughout both the public and private sectors. Desktop Support Specialist duties vary depending on the sector in which they operate. However, it’s the responsibility of the Desktop Support Specialist to ensure that end-users are uninterrupted by technical difficulties. 

When problems arise, they troubleshoot, document issues, and problem solve to return hardware, software, and applications to working order quickly. In today’s ever-changing online world, Desktop Support Specialists are crucial for businesses to ensure their employees can work effectively, uninterrupted by technical issues. When problems arise, getting teams back online swiftly is the Desktop Support Specialist’s top priority.

Desktop Support Specialist skills and qualifications

Strong hardware and software skills are essential for successful Desktop Support Specialist candidates. However, excellent written and verbal communication skills are equally as important to advise, teach, and problem solve with end-users in-person and remotely. Top skills for Desktop Support Specialists include:

  • Inquisitive problem-solving skills, including replicating technical issues to further investigate where necessary
  • Effective time management and the ability to manage multiple projects simultaneously, including the ability to prioritize based on business needs
  • Adaptability and the ability to tailor technical advice based on the end-users technical abilities
  • Clear communication skills to troubleshoot, advise, and educate end-users and other Support Specialists
  • Competent debugging and reprogramming of technical systems
  • Efficiently setting up hardware and installing relevant systems and software
  • Ability to meet deadlines

Desktop Support Specialist experience requirements

Typically, Desktop Support Specialist candidates need to have two or more years of experience in similar roles, with senior and supervisory roles requiring upwards of five years of experience. Where a particular software or system is widely used within your company, or with end-users, experience with said systems or software is highly beneficial.

Desktop Support Specialist education and training requirements

Desktop Support Specialist candidates are required to have completed a college program in computer science, computer programming, network administration, or related field. However, there are exceptions for those with equivalent industry experience. Additional training and certification programs are available from software vendors and are beneficial when that software is one your company uses.

Desktop Support Specialist salary expectations

According to Indeed Salaries, average pay for a Desktop Support Specialist in Canada is $20.59 per hour. Wages may vary depending on a candidate’s experience, location, and company.

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Desktop Support Specialist job description FAQs

Do Desktop Support Specialists have different responsibilities in different industries?

Desktop Support Specialist responsibilities vary depending on the sector they work in, and the size and scope of the company they work for. Some Desktop Support Specialists may be responsible for the smooth running of internal employee computer hardware, software, and systems. Whereas others work for computer hardware manufacturers, retailers, and technical support companies, and assist a much broader range of clients.

What qualities make a good Desktop Support Specialist?

Patience and empathy are very important qualities in a Desktop Support Specialist. As they provide support to end-users with varying levels of technical competency, clients may be frustrated by the technical problems they’re experiencing, so specialists need to be able to relate with their client’s frustrations and provide helpful support. Excellent interpersonal and communication skills are also essential to effectively provide support to clients, especially when it may require the Desktop Support Specialist to explain complicated solutions.

What should you look for in a Desktop Support Specialist resume?

Previous experience in Desktop Support roles or qualifications in computer science, computer programming or network administration is a great place to start. Look for candidates with evidence of troubleshooting, problem-solving and support skills.

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