Desktop support analysts analyze and troubleshoot issues with desktop computers and their applications. In most businesses, this means dealing with Windows-based machines and applications; however, some firms run strictly Apple machines or run a mix of Apple and Windows machines, so knowing both types of systems well is an advantage.
Perhaps the most important part of the desktop support analyst's job is being able to patiently track down issues and break the problem-solving process down into easy-to-understand language.
Generally speaking, it takes a mid-size or larger business to be large enough to have one or more internal desktop support analyst positions. If the business’ main product is software, the desktop support analyst may hold a customer-facing position. Most analysts work during regular business hours, although companies large enough to need to provide 24/7 support also have second and third shift positions available.
While some employers desire or even require a bachelor’s degree, many require only that an applicant have adequate (usually two to three years’) experience with the desktop applications they will be supporting. Experience supporting the most common desktop applications, such as Microsoft Office and Intuit Quickbooks, is desired; many industry-specific software packages exist, and can add value to the desktop support analyst’s resume. The ability to troubleshoot larger issues, such as network problems, is also desirable, but not always required.
Desktop Support Analyst Tasks
Set up and configure new systems, new applications, and upgrades.
Manage user account information, permissions, and rights, including groups.
Respond to tickets, and troubleshootand resolve problems in a timely manner.
Maintain, analyze, and repair hardware and software systems.
Support and enforce information technology (IT) policies.