Desktop Support Analyst Job Description [Updated for 2025]

In the realm of technology, the importance of Desktop Support Analysts has become more significant than ever.

As technology continues to evolve, the need for proficient individuals who can manage, optimize, and secure our desktop infrastructure grows increasingly critical.

But what does a Desktop Support Analyst really do?

Whether you are:

• A job seeker attempting to grasp the core responsibilities of this position,
• A hiring manager crafting the perfect candidate profile,
• Or simply interested in exploring the world of desktop support,

You’ve come to the right place.

Today, we present a customizable Desktop Support Analyst job description template, designed for effortless posting on job boards or career sites.

Let’s delve into it.

Desktop Support Analyst Duties and Responsibilities

Desktop Support Analysts provide technical support and assistance to employees or internal users.

They troubleshoot and solve hardware, software, and network issues, and are responsible for maintaining and improving the IT infrastructure.

The following are some of the primary duties and responsibilities of a Desktop Support Analyst:

• Analyze and troubleshoot end-user issues related to desktop, laptop, software, hardware, and network systems
• Install, configure, and maintain desktop and laptop PCs, software, and peripherals
• Provide assistance in the use of personal computer hardware, software, and specialized mainframe technology or operates a multi-platform, complex computer environment or monitor the production scheduling, execution, and successful completion of production jobs
• Set up and support audio/visual equipment for presentations or conferences
• Document, track, and monitor issues to ensure a timely resolution
• Recommend and implement upgrades on systems to ensure reliability and performance
• Conduct regular inventory of departmental hardware and software
• Interact with vendors to resolve hardware and software problems
• Assist in developing long-term strategies and capacity planning for meeting future hardware and corporate technology needs

 

Desktop Support Analyst Job Description Template

Job Brief

We are looking for a skilled Desktop Support Analyst to provide fast and useful technical assistance on computer systems.

You will answer queries on basic technical issues and offer advice to solve them.

An excellent Desktop Support Analyst must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

Familiarity with Windows/Linux/Mac OS environments, and various software and hardware is essential.

The goal is to create value for clients that will help preserve the company’s reputation and business.

 

Responsibilities

• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests

 

Qualifications

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• BSc degree in Computer Science or relevant field
• Certification in Microsoft, Linux, or Cisco is advantageous

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Desktop Support Analyst
• Work Environment: Office setting. Involves regular interaction with users and IT staff.
• Reporting Structure: Reports to the IT Manager or System Administrator.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $50,000 minimum to $80,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Desktop Support Analyst Do?

Desktop Support Analysts are generally employed by companies across various industries to ensure that their computer systems run smoothly.

They can also work independently, offering their services to multiple organizations.

Their primary job is to troubleshoot and resolve any hardware or software issues that users might face with their desktop computers.

This can include installing, upgrading, or repairing various computer systems and software, as well as diagnosing and fixing network connectivity problems.

Desktop Support Analysts are also responsible for providing technical support to staff members, either in-person or remotely.

They guide users through step-by-step solutions, explaining complex technical issues in an understandable manner.

Additionally, they are often responsible for maintaining and updating the company’s inventory of hardware and software.

They must keep track of licenses, warranties, and updates to ensure that all systems are up-to-date and functioning correctly.

Lastly, Desktop Support Analysts often participate in creating system back-ups and recovery procedures.

They are tasked with ensuring data security and should be able to recover lost data or systems in case of a malfunction.

 

Desktop Support Analyst Qualifications and Skills

A proficient Desktop Support Analyst should possess the skills and qualifications that align with the job requirements, including:

• Technical skills to troubleshoot, diagnose and resolve hardware, software, and networking issues, along with an understanding of a variety of operating systems, applications, and remote connection systems.
• Exceptional customer service skills to handle user inquiries, complaints, and provide information regarding IT issues in a friendly and professional manner.
• Strong communication skills to effectively interact with non-technical staff, understand their problems, and explain technical information in a simple and clear manner.
• Problem-solving skills to identify, analyze and rectify both common and complex IT issues.
• Knowledge of ITIL practices and a familiarity with IT support ticketing systems.
• Time management and organizational skills to prioritize tasks and manage a high volume of daily tickets.
• Ability to learn and adapt quickly to new technologies and keep up-to-date with the latest industry trends.
• A degree in Computer Science, Information Systems or equivalent work experience in a related field.

 

Desktop Support Analyst Experience Requirements

For entry-level Desktop Support Analyst roles, employers often seek candidates who have at least 1 to 2 years of experience, typically gained through internships, part-time roles, or relevant coursework in information technology.

This experience could be in roles such as Help Desk Technician, IT Support Specialist, or similar IT-related roles.

Candidates with a degree in Computer Science, Information Technology, or a related field may also satisfy the experience requirements for these entry-level roles.

For candidates seeking more senior Desktop Support Analyst positions, employers typically require at least 3 to 5 years of relevant experience.

In these roles, candidates are expected to have a broader understanding of IT infrastructure, including hardware, software, networking, and troubleshooting.

Those with more than 5 years of experience may be expected to have managerial or supervisory experience, as they may be tasked with leading a team of support analysts.

They could have gained this experience in roles such as Senior IT Support Specialist, IT Team Lead, or other senior IT-related roles.

In addition to the hands-on experience, continuous learning and staying updated with the latest technology trends is crucial.

Certain certifications like A+, Network+, or Microsoft Certified: Desktop Support Technician can validate the practical skills and experience of a Desktop Support Analyst.

 

Desktop Support Analyst Education and Training Requirements

Desktop Support Analysts typically hold a bachelor’s degree in Information Technology, Computer Science, or a related field.

They need to have a strong understanding of computer hardware, software, and networks.

Familiarity with operating systems like Windows, Linux or MacOS is also essential.

They may also require knowledge of specific software or systems that an organization uses, such as Microsoft Office Suite, antivirus programs, and networking tools.

Certifications like CompTIA A+, Microsoft Certified: Azure Fundamentals, or Cisco Certified Entry Networking Technician (CCENT) are often highly desirable or even required by employers.

For more advanced or specialized roles, a master’s degree in a specific IT discipline may be preferred.

In addition to formal education, Desktop Support Analysts need to have excellent problem-solving skills, and the ability to communicate technical issues effectively to non-technical staff members.

Continued education and staying updated on the latest technologies and industry trends is highly encouraged for ongoing career growth and development.

 

Desktop Support Analyst Salary Expectations

A Desktop Support Analyst typically earns an average salary of $50,984 (USD) per year.

This figure can fluctuate based on factors like the individual’s level of experience, the complexity of tasks they are expected to handle, their educational background, and the location of their employment.

 

Desktop Support Analyst Job Description FAQs

What skills does a Desktop Support Analyst need?

Desktop Support Analysts should possess strong technical skills in various computer systems and networks.

They should have expertise in troubleshooting hardware, software, and networking issues.

In addition, they need good analytical skills to diagnose and solve problems accurately and quickly.

Strong communication skills are also important to explain technical details to non-technical staff members effectively.

 

Do Desktop Support Analysts need a degree?

While it’s not always required, many employers prefer Desktop Support Analysts to have a degree in Information Technology, Computer Science, or a related field.

Having relevant certifications, such as CompTIA A+, Microsoft Certified Professional (MCP), or HDI Desktop Support Technician (HDI-DST), can also be beneficial and may sometimes be required.

 

What should you look for in a Desktop Support Analyst resume?

Aside from educational qualifications, look for experience in providing technical support, managing IT issues, and maintaining hardware and software.

Knowledge of specific systems, platforms, or applications relevant to your organization’s operations can be a big plus.

Certifications in IT support and service management are also desirable.

 

What qualities make a good Desktop Support Analyst?

A good Desktop Support Analyst is patient and has a knack for explaining complex technical issues in simple terms.

They should be excellent problem solvers, able to think on their feet and deal with unexpected challenges.

Being well-organized and having the ability to multitask effectively is also essential, as they often have to juggle multiple issues and priorities.

 

What are the daily duties of a Desktop Support Analyst?

On a typical day, a Desktop Support Analyst might start by checking their helpdesk tickets to see if there are any unresolved issues from the previous day.

They would then respond to any new support requests, which could involve troubleshooting software or hardware problems, resetting passwords, or setting up new equipment.

They might also perform regular maintenance tasks, such as software updates or hardware checks.

In some cases, they may also have meetings with other IT staff or conduct training sessions for employees.

 

Conclusion

So there we have it.

Today, we’ve delved into what it truly means to be a desktop support analyst.

Surprise, surprise?

It’s not just about troubleshooting.

It’s about ensuring seamless technology experiences, one support ticket at a time.

With our ready-to-use desktop support analyst job description template and real-world examples, you’re fully equipped to take the next step.

But why not go further?

Explore more with our job description generator. It’s your ultimate companion for crafting pinpoint-accurate listings or polishing your resume to immaculate standards.

Remember:

Every resolved issue is part of the broader technology landscape.

Let’s create that seamless digital experience. Together.

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