Desktop Support Engineer

Desktop support engineers, also known as IT support technicians or help desk technicians,

are IT professionals who provide technical assistance to computer users within an

organization. They troubleshoot software and hardware issues to ensure computer

systems, mobile devices, and networks operate properly.

Corporate IT functions as an enabling organization to the WD Engineering organization and

other Corporate functions.

Experience 2-3 years worked in companies in similar capacity. Ready to work Mon-Friday

(8AM-5PM) at the Bangalore site oOice primarily.

Typical Responsibilities

Providing email, remote, and in-person support to troubleshoot various technical

problems

Installing and configuring computer hardware, software, peripherals, and

networking equipment

Resolving issues with internet connectivity, printers, scanners, phones, and other

equipment

Performing troubleshooting to diagnose system failures and identifying root causes

Managing technology inventory and placing orders for equipment

Escalating complex issues to the appropriate teams if unable to resolve them

independently

Providing new system orientation and training to end users

Documenting technical issues and solutions in the ServiceNow ticketing system

Pull reports from the SNOW ticketing tool and analyze data

Provide Technical Support

The primary role of a desktop support engineer is to provide help desk support to users

within the organization who are having problems with their IT equipment or systems. This

includes:

Receiving requests via direct walk-in email, chat, or ticketing systems

Asking questions to properly diagnose reported issues

Resolving common problems like network connectivity, password reset, email

access, printer jamming, etc.

Tracking issues from initial report to final resolution

2. Troubleshoot Issues

When users experience more complex system failures, desktop support engineers leverage

their technical expertise to troubleshoot and determine root causes. This involves:

Investigating error messages

Reviewing system and application logs

Testing software and hardware to pinpoint faulty component(s)

Escalating to a specialized team if unable to diagnose

Documenting details to share with engineering/development teams

3. Install & Configure Systems

Desktop support techs handle a variety of installation, configuration and maintenance

tasks to optimize computer systems throughout the organization, including:

Formatting, partitioning and imaging hard drives

Upgrading or replacing hardware components like memory, network cards, video

cards

Installing operating systems, software drivers and applications

Setting up new devices, printers, scanners, etc.

Configuring system settings, security tools, VPN access etc.

Performing preventative maintenance activities

4. Provide Orientation & Training

With their specialized expertise, desktop support technicians frequently hold orientation

workshops and provide informal assistance to teach users about utilizing technologies

eOectively, including:

Demoing how to use devices, operating systems, software, printers etc.

Developing training materials and quick-start guides

Conducting one-on-one and group training sessions

Answering usage questions

Ensuring users optimize and properly handle equipment

5. Manage Inventory & Purchase Equipment

Desktop support techs also handle inventory management and equipment procurement

for their organizations. Their responsibilities related to this include:

Tracking computers, devices, peripherals, components assigned to resources in the

region supported and updated in the organizational asset management inventory

tool.

Identifying needs for additional supplies and hardware

Researching products and vendors to find optimal solutions

Coordinating with WD IT leaders on purchases need to support the user base of the

region and manage Just in time inventory.

Installing and retiring equipment according to refresh cycles

Skills Needed for Desktop Support Engineers

In order to handle such a wide variety of critical responsibilities - providing tech support,

troubleshooting complex issues, configuring systems, training users, and managing

inventory - desktop support engineers need a diverse set of technical and interpersonal

skills.

Technical Skills

Operating Systems: Extensive knowledge of operating systems like Windows,

macOS , SCCM, JAMF, Tanium.

Hardware: Understanding of computer components, mobile devices, printers,

networks

Software: Familiarity with productivity software, collaboration tools, security

programs, etc.

Diagnostics: Ability to review logs, run monitoring tools, conduct testing to pinpoint

issues

Scripting: Write scripts to automate tasks using languages like PowerShell

Networking Concepts: Solid grasp of how LANs, WANs, Wi-Fi, VPNs etc. function

MDM : Mobile Device management tool

Interpersonal Skills

Communication Skills: Ability to interact with users clearly, politely and patiently

Collaboration: Work with team members to solve issues and implement

improvements

Training Abilities: Skills to educate non-technical users on utilizing technology

Documentation: Note details clearly for future reference

Time Management: Prioritize and handle high volumes of support requests

Problem Solving: Apply logical thinking to tackle technical challenges

Pursuing a career as a desktop support engineer as a seasoned professional, to provide

exceptional service:

1. Listen carefully to each user's description of issues to grasp the full context.

2. Ask targeted questions to probe for details that aid diagnosis.

3. Set proper expectations for issue resolution timelines.

4. Communicate progress frequently if troubleshooting complex problems.

5. Suggest workarounds to minimize user downtime when possible.

6. Follow-up afterwards to ensure the original problem was fully addressed.

7. Log details about issues to share knowledge with the team.

8. Use clear language tailored to non-technical audiences when assisting users and

VIPs both verbal and written.

9. Customize instructions to match individual user skill levels.

10. Survey users results to identify improvements for support services for poor scores.