What does a desktop support specialist do?

Desktop Support Engineers are IT support specialists that assist clients with hardware and software issues. Their job is to provide on-site or remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues.

A desktop support specialist is an information technology (IT) professional who maintains computer hardware and software systems. They are responsible for installing new programs, managing updates and providing technical support. Responsibilities typically include:

Speaking with users over the phone, in person or via online chat to understand and troubleshoot technical issues

Diagnosing and resolving technical issues with hardware or software systems

Determining the need for and subsequently providing system reconfiguration

Assessing user needs and recommending technical solutions such as patches, upgrades or enhancements

Documenting technical support procedures and maintaining customer records

Completing thorough installations on the client environment by taking backups of data, upgrading systems as needed and installing new software or hardware solutions

Responding promptly to queries and providing information on the proper installation, maintenance and use of technical systems.