In a previous article I discussed some of the various roles that are common in what I consider the "technical" IT world.
One of these roles is the Desktop Support Role, and as I mentioned in my last article it is the most forward facing role of the IT department. They are the ones that interact most with the end user and as such they have a lot to do with how an IT department is perceived.
Note that I consider Desktop Support to be helpdesk level support, and not those who design or architect a company’s desktop images. I have to mention that before it comes across in comments.
Where To Start?
Getting into a desktop support role isn’t as easy as it has been in the past. Though the need for these roles has increased and so has the amount of people with the skill set. That doesn’t mean you can’t break into the field, just that you have to set yourself apart.
Ten years ago when I was doing consulting work with a company in Iowa, they were so short of bodies that some of the people on the team had just passing knowledge of how to work on standalone Windows 95 and had never been exposed to a network. Those days are long gone now, so you better make sure you have some well rounded skills.
Hopefully if you’re interested in this field you have been working on a computer and at least a small home network for a few years, have at least become an advanced user and really like figuring out your computer issues. Not only should you have software knowledge of the current operating systems (Vista & XP), but also some hardware knowledge for basic repairs.
When I council people into this area I overwhelmingly recommend the CompTIA A+ Training to help you prepare for the two required A+ exams and get the hands on skills you’ll need to start working as a PC technician.
Microsoft Desktop Certifications
The next stop in learning would be to study the most widely used operating system available which of course is made by Microsoft.
Microsoft currently has two certifications for what it considers desktop support, because there are currently two desktops in the marketplace. The two designations are MCDST (XP) and MCITP: Enterprise Support Technician (Vista) — and both require two exams to earn the titles.
While preparing for these exams you will find that you will need to cover almost everything the operating system can do, even if there is little need for it out in the real world. Microsoft is big on making sure that the product is well covered in scope if not depth on its exams.
Train Signal has 2 very good courses that will help prepare you for these exams and also give you the knowledge you would need to work on them in the real world:
- Windows Vista Training for the 70-620 Exam: Configuring Windows Vista
- Windows XP Training for the 70-270 Exam: Installing, Configuring, & Administering Windows XP Pro
Don’t Forget Soft Skills
I consider soft skills the ability to deal with an end user and not make them feel stupid even though they completely caused whatever the issue was. I always went above and beyond for my clients, because they were the reason I had a position.
It is easy to fall into a mindset where they are all idiots and you might not think you are treating them with disdain, but it shows. Remember that it is not their job to be as versed as you are in computers, that is why the IT staff is hired.
Make sure that you hold up your part of the relationship by providing professional, high quality support to your clients.
What Does It Pay?
This depends a lot on the area you are going to be working in and the type of company you apply to, but most salary surveys put this type of position between $35K-$45K (US Markets) to start with. I know people in this role making substantially more once they get more experience under their belt.
This is a professional position in most companies so benefits and vacation should come along. If it doesn’t, I would consider the position a temporary one while I gained skills to go someplace else where they offer a more professional package.
Where To Find A Job?
This is going to be a tough one because it is a very local market for this level. If you live in a rural area there isn’t going to be much demand for this type of work.
If you are in the major markets though you have quite a few options:
- Local Newspapers
- Craigslist.com
- Computerjobs.com
- Dice.com
- Monster.com
- Carreerbuilder.com
If you are just starting out and your situation allows it, don’t be afraid to take a few short term contracts to build experience.
Even with the certifications above you will still need to build up your experience. Start with a few minor jobs, these will get your foot in the door along with giving you professional references if you do a good job.
Parting Thoughts
All in all, this role is a great place to start in the IT world as you will get to work on different issues and applications almost daily.
Interacting with the end users will give you an appreciation of what goes on outside of the IT department which is a good thing as you move up in responsibility. And you can really get in at a low price point for training compared to some of the advanced topics and roles.
What would you consider to be the next couple of logical steps in advancement in an IT deparment as far as Positions go? Manily for those that would like to get more into Systems Administrator Role. Would you suggest starting with Desktop Support and then moving to Helpdesk/Service Desk role or is that more of lateral move?
hey Dustin-
I would see that as more of a lateral move. As someone who would be involved with the Desktop side, I would push more into learning what services/backend infrastructure you are connecting to with the desktop and expand in that area. Look to volunteer for things to help the system admin is possible to get your name in front of them and using it for learning. Things like racking servers or large scale rollouts which may require long hours, will help get you planted in the minds of the team if they need to expand or replace departing members from internal resources.
I have always gone straight from a desktop role in a company to a server support role, so I really didnt have any steps in between. Hope that helps…
Dave