Desktop Support Technician Goals and Objectives Examples
Maintain a high level of customer service and satisfaction.
Respond to all support tickets promptly and within designated SLA times.
Resolve all technical issues in a timely manner.
Build and maintain positive relationships with end-users.
Manage and maintain all desktop hardware, software, and peripherals.
Keep track of inventory levels for all computing equipment.
Ensure all software is up-to-date with the latest patches and updates.
Monitor network bandwidth usage and ensure optimal performance.
Participate in system upgrades and migrations as required.
Continuously educate end-users on best practices and security protocols.
Ensure compliance with company security policies and procedures.
Perform regular data backups and restoration tests.
Troubleshoot connectivity issues between desktops, printers, and servers.
Provide training to end-users on new software and technology deployments.
Detect and resolve issues related to malware or viruses.
Administer Active Directory user accounts, security groups, passwords, etc.
Deploy new hardware, software or systems as required.
Configure VPN access for remote employees.
Investigate hardware or software failures, and identify root causes.
Maintain accurate documentation of support requests and resolutions.
Set up new workstations for employees as they are hired.
Test new hardware and software to ensure compatibility with existing systems.
Respond to after-hours support requests as needed.
Report any security incidents immediately to management.
Monitor and troubleshoot email issues related to Outlook or Exchange server.
Create scripts or automated processes to expedite routine tasks.
Configure firewalls and port forwarding for remote access.
Create detailed how-to guides for common support requests.
Analyze system logs to identify underlying reasons for errors or crashes.
Develop efficiencies in managing support ticket systems.
Plan for future capacity needs in terms of hardware, software or user growth.
Evaluate new technology solutions and make recommendations for adoption.
Provide expert-level support to end-users on complex issues.
Develop scripts or programs to automate system maintenance tasks.
Identify cost savings opportunities when it comes to purchasing equipment, software, or services.
Continually expand technical knowledge base through research and training.
Ensure all software licenses are current and up-to-date.
Update or replace outdated hardware as needed.
Implement and maintain mobile device management solutions.
Create and manage imaging processes for computer configurations.
Manage and configure network printers and scanners.
Facilitate remote desktop sessions with end-users.
Coordinate with other departments (e.g., networking) to resolve cross-functional issues.
Find ways to improve system performance and minimize downtime.
Respond appropriately to critical or urgent issues that affect system availability.
Maintain a clean and organized workspace for troubleshooting.
Configure and manage Group Policy settings within Active Directory.
Resolve performance issues related to memory, CPU, or disk usage.
Configure wireless networks for optimal performance and security.
Design and implement backup strategies for desktops and servers.
Manage virtual desktop infrastructure environments.
Analyze performance metrics to identify areas for improvement.
Conduct routine security audits of desktop computers.
Adhere to established change management policies and procedures.
Assist in the training of junior technicians or new hires.
Stay informed about current trends and best practices within the industry.
Participate in disaster recovery planning and testing exercises.
Troubleshoot user connectivity issues with remote access tools like VPN or Citrix.
Perform regular maintenance on desktops, laptops, printers, and scanners.
Provide timely status updates to end-users regarding support requests.
Manage accounts and permissions for administrative access.
Keep track of software licenses and ensure compliance with all vendors.
Design and implement data retention policies for desktops.
Develop disaster recovery plans and backup strategies for mission-critical systems.
Collaborate with other IT teams to resolve complex issues.
Continuously look for ways to reduce support ticket volume and resolve issues proactively.
Promote self-service options (e.g., knowledge base, FAQs) to end-users.
Apply software updates and patches to prevent security vulnerabilities.
Set up teleconferencing or video conferencing solutions for remote meetings.
Manage and configure mobile device management programs.
Regularly perform network audit tasks to identify vulnerable areas.
Test backups and restoration procedures to ensure efficiency.
Optimize system performance by monitoring resource usage.
Evaluate user feedback to identify areas for improvement in the support process.
Provide clear communication between IT and end-users regarding support requests.
Research and recommend new technologies that would benefit the organization.
Ensure adherence to established IT policies and procedures.
Monitor and manage system resources to ensure optimal performance.
Identify recurring problems and develop permanent resolutions.
Maintain a positive attitude towards end-users and fellow IT staff members.