Desktop Support Engineer Duties & Responsibilities

The role and function of a Desktop Support Engineer includes the following duties and 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
  • Help create technical documentation and manuals

Note that this is not an exhaustive list of Desktop Support Engineer duties and responsibilities. Job functions for specific Desktop Support Engineer roles may vary, depending on the industry and type of employer.

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