How to become a desktop support specialist

Desktop support specialist work environment

Desktop support specialists typically provide services to off-site clients. They may do this over the phone by offering support in a call center setting. This work may require long hours, most often at a desk working on a computer.

Support specialists work on a team with others, striving to meet customer satisfaction goals and identifying the best ways to keep calls brief but productive. Desktop support specialists also work closely with others in IT-related positioning within the company. They may handle paperwork, on-site technical support and other tasks for IT supervisors and managers.

Some desktop support specialists also provide on-site support to clients by traveling to their office locations and handling installations and updates in person. In these situations, the specialist must travel for a portion of the job. Installing systems in person may require lifting, bending, reaching and walking.

Desktop support roles and responsibilities

The following steps can equip you for a career in this area.

Earn a bachelor’s degree. A Bachelor’s Degree in Computer Science is preferred, though related technical areas are acceptable. Consider completing coursework in a variety of technical systems to diversify your knowledge.

Gain a professional certification. Acquire technical certifications from vendors and other certifying agencies. Seek advanced certification in the programs that you most want to work with. This step may better help you secure employment, advance your career or increase your earning potential.

Gain experience with operating systems. Desktop support specialists should have practical experience working with Windows, Linux and other systems. You can gain this knowledge through your degree program, in a related job or through volunteer opportunities managing technical systems and databases for non-profits.

Show your customer service skills. Work in a ticketing based support system is preferable for those interested in becoming a desktop support specialist. However, any demonstrated experience with customer service is beneficial as it highlights your ability to communicate well with customers and handle problem-solving under pressure.

Prepare your resume. Draft a resume that highlights your technical expertise and customer support skills. List all technical certifications you’ve earned. Consider using the language used in the job description to better align your qualifications with the expectations of your prospective employers.

Seek technical support positions. Search for jobs for desktop support specialists in your intended area and at companies you’re interested in working for. Other titles to consider include desktop support technician and IT desktop support.