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Key Responsibilities and Required Skills for Service Desk End User Support Technician

💰 $40,000 - $70,000

IT SupportHelp DeskTechnical SupportEnd User Support

🎯 Role Definition

The Service Desk End User Support Technician is the first point of contact for employees and customers experiencing technical issues. This role triages, diagnoses, and resolves a wide range of hardware, software, networking, and account-related incidents using ticketing systems and remote support tools. The technician follows ITIL-aligned processes and Service Level Agreements (SLAs), documents solutions in a centralized knowledge base, escalates complex issues to specialized teams, and contributes to a positive end-user experience through timely and professional communication.

Key keywords: service desk, end user support, help desk technician, desktop support, remote support, Active Directory, Microsoft 365, ServiceNow, SCCM, Intune, Windows, macOS.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Intern or IT Support Intern
  • Customer Support Representative with technical aptitude
  • Junior Desktop Support or Help Desk Level 1 Technician

Advancement To:

  • Senior Service Desk Analyst / Level 2 Support Technician
  • Desktop Support Engineer
  • Systems Administrator / Endpoint Engineer
  • IT Operations Specialist or IT Support Manager

Lateral Moves:

  • Field Service Technician / Break-Fix Engineer
  • Asset Management / Configuration Manager
  • End User Training & Adoption Specialist

Core Responsibilities

Primary Functions

  • Serve as the primary contact for end users via phone, email, chat, and ticketing system — triage, prioritize, and resolve incoming incidents and service requests in accordance with SLA targets and escalation procedures.
  • Diagnose and resolve hardware issues for desktops, laptops, thin clients, docking stations, and peripherals (printers, scanners, webcams), including component-level troubleshooting and coordination of repairs or RMA processes.
  • Troubleshoot operating system and application issues on Windows and macOS platforms: boot problems, driver conflicts, blue/gray screens, application crashes, and user profile corruption.
  • Manage user accounts and access in Active Directory and Azure AD: create, modify, disable accounts, reset passwords, unlock accounts, and maintain group membership and security filtering.
  • Deploy, update, and support Microsoft 365 applications (Outlook, Teams, OneDrive, Word, Excel), including mailbox troubleshooting, shared mailbox access, calendar delegation, and licensing management.
  • Provide remote support using tools like Microsoft Remote Desktop, TeamViewer, AnyDesk, LogMeIn, or integrated endpoint management consoles to reproduce and resolve issues without on-site visits.
  • Install, configure, and maintain endpoint management and software distribution tools (e.g., Microsoft Endpoint Configuration Manager / SCCM, Intune) to push images, patches, and application updates.
  • Perform imaging, provisioning, and decommissioning of desktops and laptops using standardized images and deployment workflows, ensuring compliance with corporate configuration baselines.
  • Support mobile and remote users by configuring VPN clients, troubleshooting connectivity, managing MDM policies (Intune, AirWatch), and ensuring secure remote access to corporate resources.
  • Troubleshoot basic network and connectivity issues: wired/wireless connectivity, DHCP/DNS checks, IP address conflicts, switches, and home office router issues impacting remote staff.
  • Provide VoIP and softphone support: account setup, headset troubleshooting, call routing, voicemail configuration, and collaboration tools integration (Teams Phone, Cisco Jabber).
  • Maintain and update the IT asset inventory: tag equipment, update asset management systems, track lifecycle events, and coordinate returns and disposal according to policy.
  • Escalate unresolved incidents to Level 2/3 teams or third-party vendors with complete diagnostics, logs, and reproduction steps; follow up and close the loop with the end user.
  • Execute routine endpoint security tasks: run malware scans, remediate infections, apply endpoint protection policies, and partner with security teams on incident response when required.
  • Assist with patch management and OS updates: coordinate schedules, validate deployments, and troubleshoot failures in collaboration with change control processes.
  • Create, maintain and publish knowledge base articles, how-to guides, FAQs, and troubleshooting checklists to improve first-contact resolution rates and reduce repeat incidents.
  • Document incident resolution steps, root cause analysis, and configuration changes in the ticketing system to meet audit and compliance requirements.
  • Participate in on-call rotations and after-hours support for critical incidents, major releases, and scheduled maintenance windows.
  • Train and coach end users on software features, security best practices (phishing awareness, MFA enrollment), and productivity tips to reduce recurring support volume.
  • Coordinate hardware procurement, staging, and delivery with vendors and procurement teams, ensuring timely fulfillment of new hire onboarding and replacement requests.
  • Support service request fulfillment workflows: account provisioning, software access requests, password resets, and workstation setup for new hires, transfers, and contractors.
  • Monitor service desk metrics and KPIs (first-contact resolution, average response time, ticket backlog) and contribute to continuous improvement initiatives.

Secondary Functions

  • Participate in change control and release management meetings to provide operational perspective on desktop and application rollouts.
  • Assist IT projects with end-user impact assessments, pilot testing, and post-implementation support during company-wide software migrations (e.g., Office 365 migrations).
  • Support compliance and audit readiness by providing device inventory, software license usage, and access control evidence upon request.
  • Contribute to cross-functional knowledge sharing and training sessions for new service desk processes, tools, and best practices.
  • Support basic scripting and automation tasks (PowerShell snippets, batch scripts) to streamline repetitive support actions and reduce resolution time.
  • Help maintain endpoint backup and recovery processes for user data restoration requests in coordination with backup administrators.
  • Assist in vendor management activities for peripheral repairs, warranty claims, and managed services engagement.

Required Skills & Competencies

Hard Skills (Technical)

  • Windows desktop and laptop administration (Windows 10/11) — troubleshooting, imaging, user profiles, and Group Policy.
  • macOS support and administration for macOS Big Sur / Monterey / Ventura — basic shell, application support, and Apple ID management.
  • Active Directory (AD) and Azure AD administration: user/group management, OU structure, SSO fundamentals.
  • Microsoft 365 / Office 365 administration: Exchange Online mailbox troubleshooting, Teams, OneDrive sync issues, license assignment.
  • Endpoint management and deployment: Microsoft Endpoint Configuration Manager (SCCM), Intune/MEM, Autopilot.
  • Ticketing and ITSM platforms: ServiceNow, JIRA Service Desk, Zendesk, Freshservice — incident lifecycle management.
  • Remote support tools: Microsoft Remote Desktop, TeamViewer, AnyDesk, ConnectWise Control.
  • Basic networking knowledge: TCP/IP, DHCP, DNS, VPN troubleshooting, wireless connectivity basics.
  • Mobile Device Management (MDM): Intune, Workspace ONE, or similar MDM platforms for iOS and Android.
  • Antivirus/Endpoint Detection & Response (EDR) basics: detection, quarantine, remediation steps.
  • Imaging and provisioning tools: MDT, AutoPilot, Ghost, or other enterprise imaging solutions.
  • VOIP/UC fundamentals: SIP, softphone configuration, user provisioning in Teams Phone or Cisco environments.
  • Asset management tools and inventory processes: barcode tagging, CMDB updates, lifecycle tracking.
  • Basic scripting for automation: PowerShell, Batch scripting for routine administration and bulk updates.
  • Knowledge base creation and documentation tools (Confluence, SharePoint, internal KB systems).

Soft Skills

  • Exceptional customer service and communication: clear, patient, and professional in written and verbal interactions.
  • Strong problem-solving and analytical thinking with ability to reproduce and isolate issues under pressure.
  • Time management and prioritization: balance high-volume ticket queues while meeting SLAs and handling urgent incidents.
  • Team player with collaborative mindset and willingness to escalate and follow up across teams.
  • Empathy and user-centric approach to translate technical solutions into easy-to-understand guidance.
  • Adaptability and continuous learning orientation to keep pace with evolving tools and cloud technologies.
  • Attention to detail for accurate documentation, auditing, and compliance adherence.
  • Initiative to identify process improvements and contribute to automation and efficiency gains.
  • Resilience and stress management for high-pressure incident response and after-hours on-call duties.
  • Coaching and mentoring abilities to help junior team members and share knowledge.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED with relevant technical experience or certifications.

Preferred Education:

  • Associate degree or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field.
  • Industry certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or equivalent.

Relevant Fields of Study:

  • Information Technology (IT)
  • Computer Science
  • Information Systems
  • Network Administration
  • Cybersecurity / Security Operations
  • Technical Support / Help Desk programs

Experience Requirements

Typical Experience Range:

  • 0 to 3 years for entry-level roles; 2 to 5 years for mid-level Service Desk Technician positions.

Preferred:

  • 2+ years of hands-on help desk or desktop support experience in an enterprise environment.
  • Demonstrated experience with ticketing systems, Active Directory, Microsoft 365 administration, and remote support tools.
  • Familiarity with ITIL fundamentals, SLA-driven environments, and endpoint management solutions.

Preferred certifications (optional but advantageous): CompTIA A+, CompTIA Network+, Microsoft 365 Certified, ITIL Foundation, Apple ACSP, or vendor-specific MDM certifications.

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