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Key Responsibilities and Required Skills for IT Desktop Support

💰 $45,000 - $70,000

Information TechnologyDesktop SupportTechnical Support

🎯 Role Definition

The IT Desktop Support role delivers first- and second-line technical support to internal users across multiple locations and remote environments. This position is responsible for diagnosing and resolving hardware, software, networking, and endpoint security issues, ensuring user productivity, meeting SLAs, and maintaining accurate asset records. The ideal candidate balances technical troubleshooting with strong customer service, works with ticketing systems (ServiceNow, Zendesk, Jira), and partners with IT teams (network, security, systems) to escalate and remediate complex incidents.

This role is often titled Desktop Support Technician, Help Desk Technician, End User Support Specialist, or Client Support Engineer and is foundational for stable end-user computing services within small, medium, and enterprise environments.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk / Call Center Support Technician
  • IT Intern or Technical Support Apprentice
  • Onsite Support / Field Technician

Advancement To:

  • Senior Desktop Support Engineer / Lead Desktop Support
  • Systems Administrator / Endpoint Engineer
  • IT Support Manager / Service Desk Supervisor

Lateral Moves:

  • Network Support Specialist
  • Security Operations / SOC Analyst
  • Endpoint Management (SCCM/Intune/JAMF) Specialist

Core Responsibilities

Primary Functions

  • Provide responsive first- and second-line technical support for end users via phone, email, chat, and remote access tools (TeamViewer, AnyDesk, Microsoft Remote Desktop), resolving incidents and service requests for Windows, macOS, iOS, and Android platforms while meeting established SLAs.
  • Troubleshoot and repair desktop and laptop hardware failures, including component-level diagnostics, replacement of hard drives/SSDs, memory, motherboards, keyboards, batteries, and display assemblies, and coordinate depot repair or vendor RMA processes when necessary.
  • Install, configure, and maintain Microsoft 365 applications (Outlook, Teams, OneDrive), enterprise productivity software, and line-of-business applications; manage application updates, compatibility testing, and user configuration to ensure seamless operations.
  • Administer Active Directory and Azure AD tasks: create/modify/delete user accounts, manage group memberships and permissions, reset passwords, configure group policies (GPO), and troubleshoot authentication issues across on-prem and cloud directories.
  • Onboard and offboard employees: provision hardware, set up new user accounts and permissions, install required applications, configure email/calendar and security settings, and securely wipe or reassign devices during offboarding following company policy.
  • Deploy and image endpoints using SCCM / Microsoft Endpoint Configuration Manager, Microsoft Intune (Autopilot), or other imaging tools; maintain standardized golden images, software packages, and automated provisioning scripts to reduce time-to-productivity.
  • Execute patch management and software updates for endpoints and third-party applications using SCCM, Intune, or vendor tools; test, schedule, and verify patch rollouts to minimize disruption and remediate vulnerabilities.
  • Provide printer and peripheral support: configure network printers, troubleshoot printing and driver issues, manage print queues, and coordinate with managed print services when escalation is required.
  • Diagnose and resolve network connectivity issues at the client level, including wired and wireless (802.11) troubleshooting, VPN setup and support, TCP/IP configuration, DNS, and DHCP troubleshooting in collaboration with network teams.
  • Support endpoint security: deploy and manage antivirus/EDR agents, ensure disk encryption (BitLocker, FileVault) is enforced, respond to malware incidents, and escalate suspected security events to the SOC or security team.
  • Maintain accurate asset management records: track hardware inventory, tag and log devices, update configuration management databases (CMDB), and assist with audits and lifecycle planning for device refresh programs.
  • Provide remote support and field services for multiple locations: travel to branch offices for onsite troubleshooting, hardware swaps, and infrastructure cabling tasks where required, ensuring minimal downtime for users.
  • Use and manage ticketing and ITSM platforms (ServiceNow, Zendesk, Jira Service Desk) to log, update, categorize, and close incidents and requests; prioritize workload and escalate complex tickets per defined escalation paths.
  • Create, update, and maintain technical documentation, runbooks, knowledge base articles, and standard operating procedures to improve first-contact resolution rates and to support training of junior staff.
  • Support conference room AV systems and collaboration technologies (Zoom Rooms, Microsoft Teams Rooms), including camera, microphone, display, and controller troubleshooting and pre-meeting checks for executive or boardroom events.
  • Assist with mobile device management (MDM) onboarding and troubleshooting (Intune, JAMF); manage device compliance policies, application deployment, conditional access, and remote wipe for lost or stolen devices.
  • Collaborate with IT infrastructure, network, and security teams to coordinate root cause analysis, change control, and post-incident reviews for recurring or high-impact desktop incidents.
  • Execute data backup and recovery operations at the endpoint level for user files (OneDrive, SharePoint, local backups), assist users with file restoration, and educate staff on backup best practices to prevent data loss.
  • Support software license management and procurement workflows: validate license compliance, coordinate software purchases, and assist with vendor coordination for enterprise application support.
  • Monitor and report on desktop support KPIs: first-contact resolution, mean time to resolution (MTTR), ticket backlog, customer satisfaction (CSAT), and compliance with SLA targets; propose process improvements based on metrics and user feedback.
  • Participate in or lead small IT projects related to endpoint lifecycle, office moves, hardware refreshes, and software rollouts, including planning, testing, execution, and stakeholder communication.
  • Conduct security and compliance checks for endpoints, applying patches, applying security baselines, ensuring antivirus definitions are current, and assisting in periodic compliance scans and remediation.
  • Provide mentoring and training for junior desktop support staff, create onboarding guides, and deliver end-user training sessions for new tools, security awareness, and productivity applications.

Secondary Functions

  • Assist IT teams with service desk reporting and ad-hoc data exports from ticketing platforms for trend analysis and capacity planning.
  • Support procurement and asset lifecycle programs by receiving, staging, imaging, and distributing new hardware and managing returns and warranty claims.
  • Contribute to disaster recovery and business continuity planning by supporting endpoint restoration scenarios and validating user access requirements during DR tests.
  • Participate in scheduled after-hours or on-call rotations for critical incident response and major upgrade windows, ensuring continuity of support across business hours.
  • Provide input to IT policy development relating to acceptable use, endpoint security, remote work, and BYOD; assist with enforcement and communication of policy changes to end users.

Required Skills & Competencies

Hard Skills (Technical)

  • Strong proficiency in Windows desktop and laptop support (Windows 10, Windows 11): troubleshooting boot issues, driver problems, BSOD analysis, user profile and permissions issues.
  • macOS support experience (macOS Monterey/Big Sur/Monterey and newer), including Apple ID, FileVault, and managing macOS updates and software deployment (Jamf is a plus).
  • Active Directory and Azure AD administration: account lifecycle management, group policy administration (GPO), group membership, and hybrid identity troubleshooting.
  • Endpoint management & imaging: SCCM / Microsoft Endpoint Configuration Manager, Microsoft Intune (Autopilot), ghosting/imaging tools, and automation for provisioning devices.
  • Ticketing and ITSM platforms: ServiceNow, Zendesk, Jira Service Desk — incident/service request lifecycle, SLAs, categorization, and reporting.
  • Networking fundamentals: TCP/IP, DNS, DHCP, VPN configuration and troubleshooting, Wi-Fi connectivity troubleshooting (802.11 standards), and basic switch/router awareness.
  • Endpoint security and compliance: EDR/antivirus solutions (CrowdStrike, Microsoft Defender), BitLocker, FileVault, encryption, and basic incident response escalation.
  • Office productivity and collaboration tools: Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive), Zoom, and provisioning/configuration best practices.
  • Remote support tools and diagnostics: TeamViewer, AnyDesk, LogMeIn, Microsoft Remote Assistance, and built-in OS diagnostic utilities.
  • Printer and peripheral support: network printer configuration, driver deployment, and multifunction device troubleshooting.
  • Basic scripting and automation: PowerShell for routine user and device management tasks; familiarity with shell scripting is a plus.
  • Hardware troubleshooting and repair skills for desktops, laptops, docking stations, and mobile devices; knowledge of component replacement and vendor warranty processes.
  • Mobile Device Management (MDM): Microsoft Intune, JAMF for device enrollment, compliance policies, app pushes, and remote wipe.
  • Patch management and software deployment tools: SCCM, Intune, or third-party patching solutions for OS and application updates.

Soft Skills

  • Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users clearly and patiently.
  • Strong problem-solving skills and analytical thinking to diagnose complex issues and determine appropriate remediation or escalation paths.
  • Time management and prioritization abilities to handle competing tickets, on-call duties, and project work while meeting SLAs.
  • Team collaboration and cross-functional communication to coordinate with networking, systems, security, and vendor teams.
  • Attention to detail and documentation discipline to maintain accurate asset records, ticket notes, and knowledge base contributions.
  • Adaptability and eagerness to learn new technologies, tools, and processes in a rapidly evolving IT environment.
  • Professionalism and discretion when handling confidential data, employee information, and sensitive incidents.
  • Customer-focused mindset with a drive to improve user experience and operational efficiency.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED

Preferred Education:

  • Associate's or Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or related field
  • Relevant technical certifications such as CompTIA A+, Network+, Microsoft 365 Certified, Azure Fundamentals, or Apple ACMT

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Network Administration
  • Cybersecurity

Experience Requirements

Typical Experience Range: 1–5 years of hands-on desktop / end-user support experience

Preferred: 3+ years supporting enterprise environments with exposure to Active Directory, Microsoft 365, SCCM/Intune, and ITSM platforms. Experience in multi-site support, on-call rotations, and hardware lifecycle management is highly desirable.

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