IT Desktop Support Specialist II

Last Updated:
June 29, 2023

Job Description Overview

An IT Desktop Support Specialist II is a crucial member of the Information Technology industry. They work to manage and maintain technical equipment such as desktop computers, laptops, printers, scanners, and other peripheral devices. Their primary objective is to provide technical support to end-users, diagnose and troubleshoot hardware and software issues, and solve any network connectivity problems. 

The IT Desktop Support Specialist II job description involves working with a team, providing quality customer service, installing software, hardware, anti-virus, and anti-spyware systems, and documenting technical procedures. They may also work in repair and maintenance, configuring and updating systems, and resolving networking issues. An IT Desktop Support Specialist II is required to have strong technical skills, analytical skills, and excellent communication skills.

In summary, an IT Desktop Support Specialist II is a technical expert who ensures smooth operations in the organization by providing technical support to end-users. They play a crucial role in maintaining and managing day-to-day IT needs.

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Job Duties and Responsibilities

  • Provide technical support to end-users for desktop software/hardware issues.
  • Install and configure software applications and updates on end-user systems.
  • Troubleshoot and diagnose system errors, and perform repairs or replacements as necessary.
  • Create and maintain user accounts and permissions within company networks and systems.
  • Monitor and maintain local and remote backup systems to ensure regular backups are performed.
  • Develop and deliver training to end-users on the use of company-supported software and hardware.
  • Assist with the setup and configuration of new user workstations and systems.
  • Maintain an inventory of hardware and software assets, and coordinate equipment repairs or replacements.
  • Assist with the implementation of new IT projects, and provide feedback on improvements to IT services.

Experience and Education Requirements

To be hired as an IT Desktop Support Specialist II in the Information Technology industry, it is typically required to have a mix of education and experience. A high school diploma or GED is the minimum educational requirement. Work experience in customer service, technical support or computer repair is often preferred. Some employers may require an Associate's or Bachelor's degree in Information Technology or a related field. It is important to have knowledge of computer hardware, software, operating systems and networking. Communication skills, problem-solving abilities, and teamwork skills are also essential. This role involves providing technical support to end-users and resolving technical issues, so having good customer service skills is important.

Salary Range

A typical salary range for an IT Desktop Support Specialist II in the United States is between $50,000 and $70,000 per year. However, this can vary depending on factors such as location, company size, and experience. For example, in New York City, the average salary for an IT Desktop Support Specialist II is $68,837 per year, while in Chicago, it's $56,109 per year.

In other countries, such as Canada and the United Kingdom, the salary range is similar to that of the United States. In Canada, the average salary for an IT Desktop Support Specialist II is CAD 56,237 per year, and in the United Kingdom, it's £26,904 per year.

Sources:

  • Payscale - IT Desktop Support Specialist II Salary Range
  • Glassdoor - IT Desktop Support Specialist II Salaries
  • Indeed - IT Desktop Support Specialist II Salary

Career Outlook

The career outlook for an IT Desktop Support Specialist II in the Information Technology industry is expected to grow steadily over the next five years. According to the US Bureau of Labor Statistics, the demand for computer support specialists, including desktop support specialists, is projected to grow by 10% from 2018 to 2028. With advancements in technology, companies are increasingly relying on support specialists to monitor and troubleshoot computers, software and hardware issues. They are also responsible for providing technical assistance to employees, which is crucial for ensuring the efficient operation of businesses. Therefore, the prospects for IT Desktop Support Specialists are promising, emphasizing the need for skilled professionals in the field.

Frequently Asked Questions (FAQ)

Q: What exactly does an IT Desktop Support Specialist II do?

A: An IT Desktop Support Specialist II is responsible for providing technical support to end-users in an organization. They troubleshoot and resolve computer hardware, software, and network issues.

Q: What qualifications do I need to become an IT Desktop Support Specialist II?

A: A bachelor's degree in computer science or information technology is usually required. However, some employers may accept applicants with a combination of relevant work experience and certifications such as A+, CCNA, MCSE.

Q: What are the typical work hours for an IT Desktop Support Specialist II?

A: IT Desktop Support Specialists II usually work 8-hour shifts during regular business hours. Sometimes they may have to work evening or overnight hours to support employees who work outside traditional office hours.

Q: What skills are required to be an IT Desktop Support Specialist II?

A: They need excellent customer service skills, as well as analytical, problem-solving skills, strong communication skills, and attention to detail. They must be able to multitask and prioritize tasks effectively.

Q: What is the career path for an IT Desktop Support Specialist II?

A: The career path for an IT Desktop Support Specialist II usually involves advancing to a Team Lead or Management role in the IT department. Alternatively, they can transition to the roles of Network Administrator, Security Analyst or Network Engineer.


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