Desktop Support Administrator
A Desktop Support Administrator provides infrastructural support to the staff of clients by responding to all incoming service requests for PCs/laptops. The individual will support, install, and fix PCs, laptops, printers, scanners, mobile devices, and other computer assets in an organization.
One of the primary responsibilities of administrators is to improve technology within the organization and to enhance the end user experience for both in-house and remote employees. They respond to calls and emails to fix issues of the desktop environment. They perform service desk functions and daily functional tasks, including upgrading and configurations of computer systems and license tracking.
Technicians should provide top-class customer services. They should have solid analytical and problem-solving skills. Administrators must have excellent written and verbal communication skills, as they should communicate complex concepts in a simple manner to people from non-technical backgrounds. They should be able to adhere to schedules strictly.
Administrators organize and configure equipment, such as desktops/laptops, printers, copiers, scanners, and faxes. They work with business application teams and server administrators for appropriate projects. Technicians assess third-party applications for deployment and incorporation into existing commercial operations. They install new computers and peripherals.
Administrators set up the computer system for new employees. They move and change user preferences and file migration as necessary. Technicians provide second-tier support for the help desk. They provide adjustments and fixes for installed software.
Besides, desktop support administrators maintain network printers, secure computers, evaluate and replace computer components, such as memory, hard drive, and optical drives, among others. They assess network issues, including switches, connectivity, and network port patches. Technicians replace wireless access points, network switches, and other networking devices as required. They implement, support, and troubleshoot incidents related to PCs/laptops/mobile devices using conventional procedures and proven guidelines.
Administrators conduct elementary network troubleshooting for remote users. They provide first level support for network IDF issues and voice over internet protocol (VoIP) devices.
Technicians provide technical support to audiovisual (A/V) equipment. They use appropriate administrative consoles and tools competently to support and fix. Freelance Desktop Support Administrators handle accounts and access requests for various software as a service (SaaS) applications and Active Directory. They maintain file system security, data integrity, and password security for an organization’s desktop environment.
Technicians should possess simple system administrator skills, such as handling virus protection updates, domain account management, systems monitoring, and servers. They must grasp common network concepts and protocols, including WINS, TCP/IP, DNS, RPC, OSI, DHCP, NTLM, etc.
Administrators maintain documentation for software licensing and convey to information technology leadership when support or licensing needs to be renewed. They document by observing the PC hardware management lifecycle.
Technicians implement customer service principles and standard operating procedures (SOPs) concerning remote IT support. They need to keep themselves abreast of new developments in the IT industry and should be able to take on new responsibilities.
Administrators make available technical subject matter expertise whenever necessary. They conduct root cause analysis for severe incidents, besides trend analysis, and collaborate with the respective teams to mitigate them.
Technicians prepare monthly and weekly status reports, take part in meetings with various management whenever necessary. They undertake remedial actions based on client satisfaction surveys.
Job opportunities of network and PC administrators are expected to increase six percent during the period 2016-2026. The requirement for them continues to be high and will grow further because enterprises will invest in emerging technologies, according to the US Bureau of Labor Statistics (BLS).
Educational Qualifications and Other Requirements
Desktop Support Administrators should possess an associate or bachelor’s degree in computer science, engineering, or related fields. They should have scripting experience in languages, such as Perl, Shell, Python, etc. Technicians should have had experience in operating systems, such as Linux or Windows or macOS. If they have a certification in A+ and Network+ from CompTIA, it would be beneficial. Experience in systems administration would give them an edge over other candidates.
The average wage of a Desktop Support Administrator is $46,532 per year in the United States. Professionals wishing to freelance can make up to $20.95 per hour, according to Payscale.
How Field Engineer Helps
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