The Top Skills Every Desktop Support Engineer Should Have

The tech world is full of jobs that require a blend of left-brain creativity and right-brain analytical skills. And nowhere is that winning combination needed more than in the job of desktop support. A desktop support engineer plays a vital role in any organization’s IT environment. He or she acts as the single point of contact for end users — or customers — to receive maintenance and support, including installing, maintaining, diagnosing, upgrading and repairing all hardware and equipment to ensure optimal performance. In addition to extensive experience with hardware, the position requires skills in software applications, operating systems, and network connectivity.

Desktop Support Skills

As a desktop support engineer, you need to be an expert technology problem solver, as you typically spend your days:

• Identifying issues
• Repairing problems
• Updating systems
• Installing new and upgraded hardware and software
• Troubleshooting computers and basic networks
• Documenting systems

Along with all that, you support the IT department in a multitude of ways. But there’s more to the job than technical skills. What non-technical, “soft” skills separate a great tech support engineer from just a good one?

Top Traits of Desktop Support Engineers

• Great Communication Skills. Since the job calls for you to work with so many different types of people, one of the most valuable skills you can possess is the ability to relate to each customer on his or her terms, in a language they understand. You also need to know how to ask the right questions to get to the heart of the problem so you can get it solved.
• Interpersonal Problem Solving. A proactive approach to solving problems is a must. If you take the term “customer service” to heart and take the initiative on problem resolution, you can resolve problems quickly while maximizing efficient use of your company’s computing resources.
• Ability to Work in a Team Environment. You should embrace working in a team setting, see your teammates as crucial players and, while providing them help and assistance, also credit them for their successes. Yes, desktop support is a tech position, but it’s really about helping people.
• Higher Education. Spend the necessary time to update and enhance your basic tech skills. Learn everything you can about your industry — your interest in and knowledge of the company’s mission and goals makes you a valuable company asset. Sure you don’t have to have a legal degree to work tech support at a law firm, but the more you understand the business, the better you’ll be able to prioritize your tasks and provide proactive support.

If you want to stand out as a skilled desktop engineer, develop the skills that earn you a reputation for being accountable, diligent, honest and good-natured — in other words, a strong and solid commitment to customer service.