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Hiring a Desktop Support Technician: Job Description, Salary & More

A desktop support technician, often called a help-desk technician, tech-support specialist, or computer support specialist, is vital to a company’s IT success. The position’s number one responsibility is to keep tech systems running smoothly. This includes installing, updating, and troubleshooting company hardware and software. These professionals assist with training new users as well.

A company’s desktop support technician (or technicians) is your go-to resource for IT solutions, so hiring the right person for the job is essential. To get you started, we’ve compiled a few fundamental aspects of the hiring process for this role.

Why Hire a Desktop Support Technician?

The modern workforce relies on computer-based systems. From email to printing to payroll to web-based platforms, IT solutions facilitate a company’s basic foundation. A desktop support technician is the first line of defense responsible for maintaining those systems and supporting less tech-savvy users in how to leverage and troubleshoot those tools. All of your employees have different experiences and understanding of hardware and software resources. The desktop support technician helps get everyone up to speed.

After gaining some experience, a technician will typically develop into a desktop analyst role, where they’ll oversee teams and conduct deeper levels of troubleshooting.

What to include in your desktop support technician job description

While crafting a job description for desktop support, you’ll want to capture the role’s responsibilities.

First, determine the software and hardware resources your company currently uses (PCs, desktops, laptops, smartphones, tablets, printers, etc.). Include working knowledge of those specific networking systems, applications, and devices within the job description. Once you have that established, you can list the general duties the tech will have in this role. Depending on your organization, these can include:

  • Respond promptly to employee computer and hardware questions
  • Diagnose and resolve office and remote IT issues
  • Install computer hardware and software and facilitate required updates
  • Set up the workstation for and onboard employees on office hardware and software
  • Create training resources, including manuals and webinars, for new employees
  • Ensure employees follow best practices in information security
  • Report ongoing problems and IT recommendations to organizational leadership

What Skills Does This Role Require?

Naturally, desktop support techs have a pretty solid working knowledge of computer systems, and good ones are comfortable learning new software and hardware. They can quickly identify technical issues and troubleshoot resolutions. And from a more education perspective, a good tech and can enforce the basics of information security culture in the workplace.

However, besides the technical know-how required for the role, you should seek the following skills out of a tech and include them in your job description:

  • Communication: Desktop support technicians must be able to train and support all employees, no matter an individual’s comfort level working with computers.
  • Problem-solving ability: Computer-based issues can be tedious and complex. Desktop support technicians should be natural problem solvers who thrive on finding long-term solutions.
  • Customer service and compassion: Computer issues can be frustrating for your employees. You need a desktop support technician who can patiently train and support individuals using the company’s IT resources.
  • Flexibility: This role could require non-traditional hours, including nights and weekends.

What Qualifications Should I Look For?

A desktop support technician role is typically entry-level, so individuals only need a little professional experience. Some relevant education, experience, and demonstrated knowledge of software and hardware systems are more important than a lengthy resume.

Most desktop support technicians don’t necessarily need an undergraduate degree. Individuals can obtain many of the required competencies for this position through experience. Once they’re in the entry-level role, they can continue learning through practice and, eventually, upskilling.

How Much do Desktop Support Techs Get Paid?

According to the Bureau of Labor Statistics, the median pay for this role in 2021 was just shy of $58,000. However, starting wages can vary based on an individual’s education, advanced certifications, and professional experience. Data suggests that the overall job outlook will grow at an average pace.

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What Interview Questions Should I Ask Candidates?

Once you’ve identified some candidates, it’s time to interview them! Outside of some general IT interview questions, here are a few role-specific questions you can ask:

  • Why are you interested in a desktop support technician position?
  • What is your problem-solving process? Can you walk me through an example of solving an issue for someone?
  • How would you communicate a significant software upgrade to employees?
  • What are some weaknesses you’d want to improve when in this role?

You can integrate some fundamental questions regarding the specific tools that your company employs, but you can also implement a technical assessment after the interview to get a better understanding of an individual’s skill level.

Hire Desktop Support Techs Today

Modern businesses rely on their technical employees for the company’s daily functions. If your company is in need of a desktop support technician (or multiple!), contact us today! And if you need to build and manage a team of techs, our experts at Evergreen, Insight Global’s managed services division, can help.

Let Us Know Your Hiring Needs!

Whether it's one role or many, we can line up quality candidates for you in as little as one week. Questions? Call us toll-free: 855-485-8853