A desktop support specialist is a computer expert who provides technical support to users of computer software and hardware that runs on Windows®, Macintosh®, or Linux®. A support specialist typically works for a company’s information technology department, as a member of a computer support company’s help desk staff, or as an independent contractor. If he acts as a guru, communicator, and teacher, he can be more effective at work and improve the customer service experience for all of the users he supports.
A desktop support specialist is the know-it-all, see-it-all guru who wields the answer to every question like a magic wand to the average computer user in the corporate environment. A computer science degree or technical certification is often required of a specialist with this level of expertise. He can troubleshoot and repair problems via e-mail, phone, or in person in many cases. These professionals can help with both hardware and software issues, as well as diagnose and resolve network connectivity issues and product updates. This critical support role necessitates current and relevant knowledge of the user’s environment.
In addition to being a great problem solver, an effective desktop support specialist must be a good communicator. There are deadlines, details, and demands at every turn in the workplace. When problems arise that require proper and professional levels of communication, the specialist has been put in place to be the first line of defense. When responding to a user’s question, he should make eye contact while speaking, be a good listener while the user is explaining the problem, and speak clearly. Good communication, regardless of the service or product, is a valuable skill and a significant benefit to all who are served by this person.
A steady and patient teacher is frequently required to guide students through a confusing and difficult software application. A desktop support specialist will typically be knowledgeable in a variety of software applications. When new applications are introduced, the user may require training on their functionality and features. The most difficult, but also the most rewarding, aspect of this job is becoming a teacher. This trait, in addition to being a guru and a great communicator, aids in the development of an effective and valued team member.