Module 1: Introduction to the

Desktop Support Technician

Role and Environment
Overview

Examining the Desktop Support Technician Role

Examining the Desktop Support Environment
Interacting with Users
Lesson 1: Examining the Desktop Support Technician
Role

What Is a Desktop Support Technician?

What Is the Role of a Desktop Support Technician?
What Is a Desktop Support Technician?

Good Knowledgeable
Troubleshooter Resource

Effective Information Source

Communicator
What Is the Role of a Desktop Support Technician?

Typical job responsibilities of a DST include:

 Performing general troubleshooting

 Defining and solving problems and educating users

Installing, configuring, upgrading applications and

 operating systems

 Monitoring and maintaining systems

 Documenting calls and closing or escalating as required

Lesson 2: Examining the Desktop Support
Environment

The End-User Support Environment

The Corporate Support Environment
The Role of the Desktop Support Technician in MOF
The End-User Support Environment

The end-user support environment entails:

Working with non-corporate users, such as home users or small
business users working from home

DSTs in the end-user support environment often work in:

Telephone call centers
Computer repair shops and private businesses
ISPs
The Corporate Support Environment

Workgroup:
Typically configured for home
Client Member networks, small home offices,
Computer Server and small businesses

Domain:
Typically configured for
networks in larger
organizations
Domain Controller
The Role of the Desktop Support Technician in MOF

The Supporting Quadrant includes three SMFs:

Service desk
Incident management
Problem management

Optimizing Changing

IT
Service
Mgt.
Desktop
Support
Technician
Supporting Operating
Lesson 3: Interacting with Users

How to Obtain Information from a User

User Expectations of the Desktop Support Technician
Overview of the Troubleshooting Process
How to Obtain Information from a User

Who?
Who was using the computer when the problem occurred?

When?
When did the problem first occur?

What?
What have you done to troubleshoot the problem?

How and why?

How do you think the problem occurred?
User Expectations of the Desktop Support Technician

User expectations of the DST include:

 Diagnose the problem

 Explain the plan of action

 Keep the user informed about the troubleshooting process

 Teach the user how to avoid the problem in the future

Overview of the Troubleshooting Process

1 Determine what has changed

2 Eliminate possible causes to determine probable causes

Use Help and Support, TechNet, and other resources to identify a

3 solution

4 Test the solution

5 Determine if the solution was successful. If not, repeat steps 3 and 4

6 When the problem is solved, document the solution