Desktop Support Engineer Roles and Responsibilities

Desktop Support Engineers are responsible for rolling out updates and patches to all the systems in an organization. This involves testing updates on a non-critical system, planning schedules to minimise disruption, and troubleshooting any issues that arise during or after the update.

Desktop support engineers are support technicians who ensure that our IT infrastructure remains intact without any lag. They monitor, maintain and fix our computer system on a timely basis. In this article, we will be exploring desktop support engineer roles and responsibilities in detail.

Table of Contents

• Who is a Desktop Support Engineer?
• Desktop Support Engineer Job Description
• Desktop Support Engineer Roles and Responsibilities
• Prerequisites
• Tools to Learn
• Important Courses

Who is a Desktop Support Engineer?

A desktop support engineer is a professional who provides technical assistance to users. They help users facing issues with their desktop computers, software updates, networking and hardware. These engineers are the first point of contact for those users who might be experiencing issues with their hardware or software. In the organisational structure, a Desktop Support Engineer is supervised by Senior System Administrators or higher-level engineers. 

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Job Description of a Desktop Support Engineer

A desktop support engineer is an IT support specialist who assists clients with issues related to hardware and software. They provide on-site as well as remote technical assistance to troubleshoot IT issues. The responsibilities of the Desktop Support Engineer include building, maintaining, and resolving issues within the continually evolving IT infrastructure. This engineer plays a crucial role in providing computer support, which is essential for maintaining the seamless and efficient operation of the IT infrastructure.

Desktop Support Engineer Roles and Responsibilities

The following points explain the roles and responsibilities of desktop support engineers in detail with the help of examples.

1. Technical Support

One of the primary roles of a Desktop Support Engineer is providing technical support to users. This includes troubleshooting hardware, software, and networking issues. They help with the installation of software and hardware, and they may also need to assist with system upgrades.

Example: The user is having trouble installing a new piece of software on their company-issued laptop. The installation process fails repeatedly, and the user is unsure how to proceed.

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2. Problem Diagnosis and Resolution

A significant responsibility is the diagnosis and resolution of technical problems. This may be a failing hard drive to a software application that isn’t working correctly. The engineer might have to diagnose issues remotely or by visiting the user’s desk.

Examples: A user is experiencing a Blue Screen of Death (BSOD) on the company-issued laptop. They have reported this issue and that it is happening randomly which is hampering their productivity.

3. Maintenance and Repair

Regular maintenance of organisational assets (computers, laptops, peripherals) is a key responsibility. This involves performing routine checks and upgrades, repairing hardware, and keeping systems up-to-date and secure.

Example: A user reports that their laptop is overheating and shutting down unexpectedly. The Desktop Support Engineer may start by cleaning the dust out of the vents and checking the fan’s operation. If it does not resolve the issue, they may replace the thermal paste between the CPU and the heatsink, or replace the fan itself if it is faulty.

4. Documentation and Record Keeping

A Desktop Support Engineer is also responsible for maintaining records of issues and solutions, which can help in quick resolution of recurring problems. They also create system documentation, user manuals, and assist in creating IT policies.

Example: They maintain a detailed record of all IT equipment, including computers, peripherals, software licenses, and network equipment. This includes the date of purchase, warranty information, location, assigned user, and any maintenance or repair work done.

5. Training Users

Another key role is training. This could be on how to use a new software application, how to adhere to the organisation’s IT security policies, or how to perform basic troubleshooting.

Example: When new software is deployed, or significant updates are made to existing software, the Desktop Support Engineer could hold training sessions to guide users through the new features and answer any questions. They might also create written guides or video tutorials that users can refer to later.

6. Security Compliance

Ensuring systems are secure and adhering to the company’s security policies is another key responsibility. They may have to install antivirus software, monitor for breaches, and educate users on safe practices.

Example: The engineers ensure that all systems they manage comply with the company’s IT security policies. This might include setting up firewalls, installing and updating antivirus software, enabling automatic system updates, and configuring systems to lock after a period of inactivity.

7. Network Support:

In some organisations, desktop support also involves basic network support, like troubleshooting connectivity issues, setting up new connections, and maintaining network devices like switches and routers.

Example: They assist with setting up and configuring routers, switches, firewalls, and other network devices. They might also perform routine maintenance tasks like updating firmware, monitoring performance, and resolving any detected issues.

8. Emergency Support

In situations of a significant system failure or a security breach, the Desktop Support Engineer will need to provide immediate support to minimize downtime and mitigate damage.

Example: The email server of the entire organization has gone down. The entire organization depends on it for internal and external communication. This is a major disruption. Employees are unable to send or receive emails, and the issue needs to be resolved immediately. The Engineer identifies the issue and works on implementing the solution, whether it is restoring a backup, reinstalling software or repairing hardware.

Prerequisites To Become a Desktop Support Engineer

The following points elaborate on the prerequisites of becoming a desktop support engineer. 

1. Entry-Level Professionals 

Those who want to become a desktop support engineer at an entry level will need one of these degrees. They will either need a degree in Computer science, Information Technology, Telecom, or related fields. Without experience, they will need to have the skill sets that are required to become an entry-level desktop support engineer.  

2. Experienced Professionals 

The following are required as work experience from Desktop Support Engineers:

• Implementation and assessment of Management Suite, resolving technical issues and handling data networks.
• Installation, assessment, and testing of desktop software applications
• Resolution of technical issues.
• Supervision of junior desktop support engineers and creation of training guides for new joinees.
• Establishment of workstations, assessment for connectivity and its proper functioning.
• Diagnose and resolution of software and hardware issues.
• Installation of connections, computer networks, and cabling for clients.
• Troubleshooting system failures, identifying the bottlenecks and improving network efficiency.
• Configuration and test of software, maintenance of hardware and peripheral devices.
• Evaluation of network performance and identification of improvement methods.
• Scheduling upgrades and maintaining them without interference.
• Offering technical expertise to co-workers and creating a comprehensive instruction manual.

Tools To Learn

Support technicians provide support to the IT system of an organization so that they can meet business goals. 

Important Courses For Skill Upgradation

The following courses are useful for enhancing the skills and knowledge of Desktop Support Engineers: