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Desk support technician skills for your resume and career

Updated January 8, 2025

6 min read

Quoted experts

Anthony Baron,

Anthony Baron

Below we've compiled a list of the most critical desk support technician skills. We ranked the top skills for desk support technicians based on the percentage of resumes they appeared on. For example, 11.5% of desk support technician resumes contained customer service as a skill. Continue reading to find out what skills a desk support technician needs to be successful in the workplace.

15 desk support technician skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how desk support technicians use customer service:

Established effective working relationships with internal customers/users enabling efficient delivery of services and ensuring a high level of customer service.
Provided strategic direction and operations management for the customer service division of a high growth computer peripherals company.

2. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how desk support technicians use technical support:

Provide technical support and problem-solving and administer equipment maintenance contracts and equipment inventory.
Provided Technical support in person and remotely on opened tickets.

3. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how desk support technicians use troubleshoot:

Support and troubleshoot Animal Nutrition, Horizon Milling and Corporate Function internal customers with infrastructure and application technology issues.
Maintained, analyzed, troubleshoot and repaired/replaced/ upgraded operating systems, application software, and computer hardware and peripherals.

4. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how desk support technicians use phone calls:

Managed high volume of inbound phone calls, providing remote technical assistance and maintaining an accurate synopsis of unique situations.
Answer and make phone calls to support employee, visitor, and volunteer requests.

5. Desk Side Support

Here's how desk support technicians use desk side support:

Provide Level II Desk Side Support To 3000 + End-Users at (GSA) National Capital Region.
Performed level 2 Desk Side support for Windows NT, Windows 2000, Windows XP.

6. Remote Troubleshooting

Here's how desk support technicians use remote troubleshooting:

Documented detailed reports on remote troubleshooting and followed standards of procedures for escalation if issue could not be resolved remotely.
Performed remote troubleshooting and software installations using TimBuk2 Pro software.

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7. Network Troubleshooting

Here's how desk support technicians use network troubleshooting:

Assisted library patrons with software, hardware, and network troubleshooting.
Installed hardware/software; upgraded components; imaged new computers; managed users in Active Directory; performed system and network troubleshooting

8. Phone Support

Here's how desk support technicians use phone support:

Provide Telephone support related to networking or connectivity issues.
Provided desk-side and over-the-phone support to customers in: The Pentagon, Mark Center, and remote locations.

9. Network Printers

Here's how desk support technicians use network printers:

Located restored files installing network printers and setting default Printer/Tracking/creating/closing all tickets via UTT System with very little Supervision.
Verified network connectivity and mapped network printers at new locations.

10. Laptop Computers

Here's how desk support technicians use laptop computers:

Provide support for Microsoft Windows XP, Microsoft Windows 7, desktop and laptop computers.
Replaced parts and software in desktop and laptop computers.

11. OS

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Here's how desk support technicians use os:

Installed OS Service packs and virus protection software on remote clients laptops through Net Meeting and SMS services when necessary.
Assigned to Desktop1 Project at Wyeth Pharmaceuticals Co. * Successfully Completed OS Migration from Win 97 to Win 2000.

12. Customer Support

Here's how desk support technicians use customer support:

Stream International/Gateway Professional IT/Technical/Customer Support Silver City, New Mexico
Focus on providing quality customer support.

13. Mac

A media access control or simply MAC is a network policy that identifies or determines how the data is being transferred in two particular servers through a network cable. The purpose of a MAC protocol is to prevent network or technical issues and simplify transferring the information or data.

Here's how desk support technicians use mac:

Worked closely with the BootCamp software to install windows systems through partitioning on Mac computers.
Worked on trouble shooting hardware and software issues on PC's and Mac's.

14. Computer System

Here's how desk support technicians use computer system:

Build and maintained computer systems and performed systems upgrades on PC's and Laptops also Hardware as well as Software configuration.
Established and maintained email accounts, built, repaired, and upgraded computer systems, made custom cables for network.

15. Android

An android is an operating system designed for mobiles. It is a modified version of Linux Kernel and all other types of software that are designed for touchscreens. Like every other OS, android's job is to connect the device and the user. Android offers us numerous choices while buying a phone, it is Google and user-friendly as well.

Here's how desk support technicians use android:

Trouble Shoot and Configure Users GSA Issued Blackberry, iPhone, iPad and Android Devices.
Performed Office365 email setup and support for Android and Apple devices.

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What skills help Desk Support Technicians find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on desk support technician resumes?

Anthony Baron

Teaching Assistant, Associate Software Engineer, American University

For new graduates, the main skills that stand would definitely include which programming languages (Java, JavaScript, Python, etc.) have been used along with a depth of knowledge, which frameworks and libraries (React, Django, Flask, etc.) were used throughout projects and internships, and showing work experience. Most introductory and required courses will teach programming languages but do not always teach frameworks, which is why I would always recommend people to do personal projects and internships throughout college. Many positions at the entry-level are often very general. However, positions that are looking for specifics will look for certain skills and experience. For example, positions looking more towards web development would be more interested in whether a user used frameworks used to build websites. Showing leadership and trustworthiness is also a helpful skill to stand out via work experience and university clubs.

What soft skills should all desk support technicians possess?

Anthony Baron

Teaching Assistant, Associate Software Engineer, American University

The main soft skills I would say are needed for Computer Science software engineering are patience, perseverance, creativity, respect, teamwork, and openness to learning and teaching. Programming involves a lot of trial and error, researching, and learning better techniques for solving a problem. Due to this, patience and perseverance to reach the final goal in mind are crucial. When it comes to the learning aspect, there are many languages, frameworks, and libraries, and working with them involves a steeper learning curve than others. On top of this, there are often more elegant ways to program a solution, and many new frameworks and libraries are released throughout the industry. This is where patience and perseverance is also a virtue. Lastly, programming and creating a product are often done in teams, where working together and learning from each other is important.

What hard/technical skills are most important for desk support technicians?

Anthony Baron

Teaching Assistant, Associate Software Engineer, American University

The main technical/ hard skills, I would say, are mainly the same as in part 1. Another hard skill that will come through with experience in programming is learning how to Google, more specifically knowing exactly what to search to solve an issue in the code.

What desk support technician skills would you recommend for someone trying to advance their career?

Kate Marek Ph.D.

Director and Professor, Dominican University

If possible, find a paid internship in your area of interest, which will help expand your professional network and build your skillset. Use this time to keep scanning job ads to identify skill sets in demand; look for online mini-courses to make those skill sets.

What type of skills will young desk support technicians need?

Joshua Davis Ph.D.

Lecturer, Carleton College

Studying mathematics is good practice for rigorous thinking and problem solving, which are valued across the workforce. For science and engineering applications, it is often also helpful to have R, Python, Matlab, or another popular programming language. But technical abilities get the graduate-only so far. They need interpersonal communication skills so that they can understand the needs of stakeholders and cooperate with colleagues. For this reason, many faculty at my school emphasize writing, speaking, listening, and teamwork skills.

What technical skills for a desk support technician stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

Do you want to know more?

List of desk support technician skills to add to your resume

The most important skills for a desk support technician resume and required skills for a desk support technician to have include:

Customer Service
Technical Support
Troubleshoot
Phone Calls
Desk Side Support
Remote Troubleshooting
Network Troubleshooting
Phone Support
Network Printers
Laptop Computers
OS
Customer Support
Mac
Computer System
Android
User Support

VPN
Technical Problems
Technical Assistance
SCCM
Software Support
PCS
Remote Support
Linux
Help-Desk Support
Technical Issues
User Accounts
Windows XP
Software Issues
VoIP
Remote Desktop
Citrix

Help Desk
Problem Resolution
Lan
Workstations
SQL
Level Support
SLA
Software Installation
DNS
POS
Password Resets
VMware
TCP/IP
Trouble Tickets
Software Applications
Application Support

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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