Desktop support specialist work environment

Training

Desktop support specialists typically gain much of their training on systems, technology and computer processes during their education. After being hired, they may also go through a brief period of on-the-job training. This will typically familiarize them with:

Proper script and procedures for taking customer calls

Installation and maintenance procedures for proprietary software and hardware

Company organization and structure

Training often involves shadowing other technical support professionals on their team and supervising task completion until they are comfortable enough to work independently.

Certifications

Companies often search for desktop support specialists with certification in specific programs or systems relevant to the work they’ll be doing. Some common certifications include:

CompTIA A+. CompTIA A+ certification is the industry standard for excellence in IT. The program covers hardware, software troubleshooting, computer operating systems, networking, security, hardware and network troubleshooting, mobile devices, operational procedures and other technologies.

Apple Care Mac Technician (ACMT). ACMT certification is valuable for professionals who want to work with Apple products. Training is available online so you can study and learn at your own pace. You may also pursue on-site training at an Apple Authorized Training Center. To get the ACMT certification, you must pass the Apple Service Fundamentals Exam and Apple Certified Macintosh Technician (ACMT) test, both with a score of 80% or higher.

Role of desktop support engineer

Microsoft Technology Associate (MTA). MTA certifications show core technical knowledge with Microsoft systems. There are several certification exams that you can pursue focused on different Microsoft systems, database fundamentals, software development fundamentals and more.

HDI Customer Service Representative (HDI-CSR). Though this is not a technical certification, it is highly beneficial for desktop support specialists. This training program covers the essential skills needed to provide exceptional customer support. It includes diffusing challenging behavior, using critical thinking to diagnose problems and engaging in active listening to better understand the customer’s situation.

Skills

The right skill set equips these professionals in handling challenging customer interactions and complex technical issues.

Communication: Desktop support specialists must communicate highly technical information to users who aren’t always familiar with software and hardware systems and other technology. Strong communication skills are essential to bridge the knowledge gap and provide easily understood and actionable information to clients.

Customer service: Desktop support specialists often deal with clients who are having trouble with their systems, which can frustrate customers. These specialists should have outstanding customer service skills, such as active listening and empathy, that equip them to calm customers and provide a satisfactory resolution.

Problem-solving: Assessing issues and implementing solutions is at the core of a desktop support specialist’s job. These professionals must be able to systematically gather information from clients and use these details and their critical thinking to diagnose and resolve technical issues.

Attention to detail: This skill helps these professionals find small errors, such as faulty code or a typo in the instructions that has a significant impact on the user’s experience with a technical product.