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Desk Side Support
Career Insights for Help Desk Technician / Analyst
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Based on Texas data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$49,736 / year median in Texas
+4% projected growth
Job Description
Desk Side Support - Job Description Job Summary Provide on-site technical support to end users by resolving desktop, laptop, printer, and peripheral issues. Ensure timely resolution of incidents and service requests while maintaining a high level of customer satisfaction. Key Responsibilities Provide desk-side support for desktops, laptops, printers, scanners, and other IT peripherals. Diagnose and resolve hardware and software issues for end users. Install, configure, and troubleshoot Windows operating systems and standard business applications. Perform desktop and laptop setup, deployment, relocation, and replacement. Install and configure monitors, docking stations, keyboards, mice, and other peripherals. Support Microsoft Office applications, Outlook, and Teams. Troubleshoot network connectivity issues, including LAN, Wi-Fi, and VPN connectivity. Coordinate hardware repairs and warranty replacements with vendors. Perform break-fix support and routine maintenance of end-user devices. Image and deploy new systems following organizational standards. Maintain and update IT asset inventory and equipment records. Log, track, and resolve incidents and service requests using the organization''s IT ticketing system. Escalate unresolved issues to appropriate support teams when required. Provide support for meeting room and video conferencing equipment. Follow IT policies, security standards, and service-level agreements (SLAs). Required Skills Strong knowledge of Windows 10/11. Experience supporting desktop and laptop hardware. Knowledge of Microsoft Office 365 applications. Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN. Experience with desktop imaging and software installation. Familiarity with IT ticketing systems. Excellent troubleshooting, communication, and customer service skills. Qualifications Diploma or Bachelor''s degree in Information Technology, Computer Science, or a related field. 1-3 years of experience in Desk Side Support or Desktop Support. Key Competencies Customer-focused approach Strong analytical and problem-solving skills Excellent communication skills Time management and prioritization Ability to work independently and as part of a team