Top 12 Desktop Support Analyst Skills to Put on Your Resume

A strong resume is crucial for landing a role as a Desktop Support Analyst, and showcasing the right set of skills is key to standing out among applicants. This article outlines the top 12 skills you should highlight on your resume to demonstrate your proficiency in providing comprehensive desktop support and your capability to tackle the challenges of the IT support field.

Desktop Support Analyst Skills

1. Windows 10/11
2. Active Directory
3. Office 365
4. MacOS
5. Linux
6. VMware
7. PowerShell
8. SCCM
9. Networking
10. ITIL
11. Citrix
12. ServiceNow

1. Windows 10/11

Windows 10 and Windows 11 are operating systems developed by Microsoft. They are designed to operate personal computers, providing a graphical user interface for managing files, running applications, and configuring system settings. Windows 10, released in July 2015, focuses on a unified experience across PCs and mobile devices. Windows 11, launched in October 2021, builds on this foundation with a refreshed interface and enhanced performance and security features, aiming to improve productivity and support for modern hardware.

Why It's Important

Windows 10/11 is important for a Desktop Support Analyst because it is the most widely used operating system in corporate environments, necessitating expertise in its configuration, troubleshooting, and security features to support and maintain workplace productivity efficiently.

How to Improve Windows 10/11 Skills

Improving Windows 10/11 performance and user experience can be achieved through various methods. As a Desktop Support Analyst, focus on optimizing system settings, managing resources efficiently, and ensuring system security and stability. Here are concise recommendations with relevant resources:

1. Update Your System: Ensure Windows and drivers are up-to-date for optimal performance and security.

   • Update Windows
   • Update drivers

2. Optimize Startup Programs: Disable unnecessary startup programs to speed up boot times.

   • Manage startup apps

3. Disk Cleanup and Optimization: Regularly clean up the disk and defragment it if necessary.

   • Disk cleanup
   • Optimize drives

4. Adjust Visual Effects: Optimize for performance by adjusting visual effects.

   • Adjust performance and appearance

5. Ensure Adequate Security Measures: Use Windows Security to protect against malware and ensure system integrity.

   • Windows Security

6. Manage Power Settings: Optimize power settings for performance or efficiency depending on the use case.

   • Power plans

7. System File Checker (SFC) and DISM: Use these tools to repair Windows system files and maintain system health.

   • SFC scan
   • DISM tool

8. Regular Backups: Ensure data is regularly backed up to prevent data loss.

   • Backup and Restore

Each of these steps can significantly contribute to the improved performance, security, and usability of Windows 10/11 systems. Always tailor your approach based on the specific needs and configurations of the systems you support.

How to Display Windows 10/11 Skills on Your Resume

2. Active Directory

Active Directory (AD) is a directory service developed by Microsoft that manages and stores information about network resources such as user accounts, computers, and printers, enabling administrators to manage permissions and access to network resources. For a Desktop Support Analyst, AD is crucial for user account management, authentication, and ensuring appropriate access controls to resources within an organization's network.

Why It's Important

Active Directory (AD) is crucial for a Desktop Support Analyst as it centralizes and streamlines user management, allowing for efficient setup, access control, and security policy enforcement across the networked environment.

How to Improve Active Directory Skills

To improve Active Directory (AD) as a Desktop Support Analyst, focus on the following concise strategies:

1. Regularly Update and Patch: Ensure AD servers are always updated with the latest patches to protect against vulnerabilities. Microsoft's patch management.

2. Implement Strong Password Policies: Enforce strong password policies to enhance security. AD password policies.

3. Monitor and Audit AD: Regularly monitor and audit AD for any unusual activities or changes. Use tools like AD Audit Plus.

4. Clean Up and Organize: Regularly clean up outdated accounts and organize objects into proper OUs for easier management. AD cleanup best practices.

5. Implement Least Privilege Principle: Ensure users have only the access they need, reducing potential for abuse or error. Understanding least privilege.

6. Use Group Policies Wisely: Apply Group Policy Objects (GPOs) for consistent configuration and security settings across the network. Group Policy for beginners.

7. Backup and Disaster Recovery Planning: Regularly back up AD and have a disaster recovery plan in place. AD backup and recovery.

8. Educate Users: Educate users on security best practices to prevent social engineering attacks. Security awareness training.

9. Implement Multi-Factor Authentication (MFA): Add an extra layer of security by implementing MFA. AD MFA setup.

10. Use Advanced AD Management Tools: Utilize advanced tools for more efficient AD management and reporting. AD management tools.

By focusing on these areas, a Desktop Support Analyst can significantly improve the security, efficiency, and manageability of Active Directory.

How to Display Active Directory Skills on Your Resume

3. Office 365

Office 365, now known as Microsoft 365, is a subscription-based service offering access to various Microsoft productivity tools, including Word, Excel, Outlook, and Teams, designed to facilitate collaboration, communication, and productivity for business environments.

Why It's Important

Office 365 is important for a Desktop Support Analyst because it provides a comprehensive suite of cloud-based productivity tools and services, facilitating seamless collaboration, communication, and data access across devices, ensuring efficient support and management of user issues and system updates.

How to Improve Office 365 Skills

Improving Office 365 for a Desktop Support Analyst involves enhancing user experience, security, and productivity through a few key actions:

1. Stay Updated: Regularly check and apply the latest Office 365 updates to ensure security and feature improvements. Microsoft's Update History

2. Utilize Admin Center: Use the Office 365 Admin Center for managing users, licenses, and security settings efficiently. Office 365 Admin Center

3. Leverage PowerShell: Automate repetitive tasks and manage Office 365 efficiently using PowerShell scripts. PowerShell for Office 365

4. Security Improvement: Implement Multi-Factor Authentication (MFA) and regularly review security compliance reports in the Security & Compliance Center. Security & Compliance

5. Training and Support: Encourage users to complete Microsoft's training for Office 365 applications and utilize the support resources. Office Training Center

6. Feedback Loop: Create a feedback loop with users to identify common issues or training needs, improving support and user satisfaction.

By focusing on these areas, a Desktop Support Analyst can significantly improve the Office 365 experience for their organization.

How to Display Office 365 Skills on Your Resume

4. MacOS

macOS is the operating system developed by Apple Inc. for its line of Mac computers, offering a graphical user interface, multitasking capabilities, and compatibility with a wide range of software applications. It is designed for ease of use and seamless integration with Apple's ecosystem of services and devices.

Why It's Important

macOS is vital for a Desktop Support Analyst because it is a widely used operating system in many professional and creative industries, requiring specialized knowledge for effective troubleshooting, software installation, and user support to maintain productivity and ensure system security.

How to Improve MacOS Skills

Improving macOS for a Desktop Support Analyst involves enhancing system performance, security, and usability. Here are concise strategies:

1. Optimize Performance: Regularly update macOS to the latest version to ensure optimal performance and security. Use Activity Monitor to identify and close resource-heavy applications. Apple Support: Update macOS.

2. Manage Startup Items: Reduce startup time by managing startup items. Go to System Preferences > Users & Groups > Login Items to remove unnecessary applications. How to Change Startup Programs on Mac.

3. Increase Security: Enable FileVault for full disk encryption and turn on Firewall from System Preferences > Security & Privacy. Regularly update your software to protect against vulnerabilities. Apple Support: Security and Privacy.

4. Backup Regularly: Use Time Machine for regular backups to an external drive or iCloud for important files, ensuring data recovery in case of failure. Apple Support: Backup your Mac with Time Machine.

5. Use Disk Utility: Regularly run First Aid in Disk Utility to repair disk permissions and check for disk errors, maintaining system integrity. Apple Support: Repair a storage device in Disk Utility.

6. Streamline Navigation: Utilize Spotlight for efficient file and application search. Master trackpad and keyboard shortcuts to improve navigation efficiency. Apple Support: Mac Keyboard Shortcuts.

By implementing these steps, a Desktop Support Analyst can significantly improve the performance, security, and usability of macOS systems for their users.

How to Display MacOS Skills on Your Resume

5. Linux

Linux is a free, open-source operating system known for its robustness and security, widely used in server, desktop, and embedded systems environments. It supports a vast array of software and hardware, making it a versatile choice for both personal and professional computing needs.

Why It's Important

Linux is important for a Desktop Support Analyst because it offers stability, security, and flexibility in managing diverse computing environments, enabling efficient resolution of issues and customization to meet specific user needs.

How to Improve Linux Skills

To improve Linux for a Desktop Support Analyst, focus on the following areas:

1. System Update and Upgrade: Regularly update your system to ensure you have the latest features and security patches. Use distribution-specific commands like sudo apt update && sudo apt upgrade for Debian/Ubuntu or sudo dnf update for Fedora.

2. Hardware Compatibility: Check hardware compatibility before installation, and utilize the Linux Hardware Compatibility Lists to ensure all components work seamlessly.

3. Desktop Environment Customization: Choose a desktop environment (DE) that best suits your workflow. Customize it for efficiency and ease of use. Gnome Look and KDE Store offer themes, icons, and extensions.

4. Software Management: Familiarize yourself with package managers (e.g., APT for Debian/Ubuntu, DNF for Fedora). Use GUI package managers like Synaptic or GNOME Software for a more intuitive experience.

5. Command Line Proficiency: Enhance your command-line skills for troubleshooting and system management. Resources like Linux Command provide comprehensive guides.

6. Networking Setup and Troubleshooting: Understand networking tools and commands (ifconfig, ping, netstat) for setting up connections and diagnosing issues. The Arch Wiki is an excellent resource for networking concepts.

7. Security Best Practices: Implement security measures such as firewall configuration with ufw or firewalld, and routine system audits with tools like Lynis (CISOfy Lynis).

8. File System Management: Learn to manage Linux file systems effectively, including permissions, ownership, and symbolic links. The Linux Filesystem Hierarchy provides a good overview.

9. Backup and Recovery Tools: Utilize tools like rsync, tar, and Deja Dup for data backup and recovery strategies, ensuring data integrity and availability.

10. Documentation and Community Support: Leverage documentation and community forums (e.g., Ubuntu Forums, LinuxQuestions.org) for troubleshooting tips and learning.

By focusing on these areas, a Desktop Support Analyst can significantly improve their efficiency and effectiveness when working with Linux desktop environments.

How to Display Linux Skills on Your Resume

6. VMware

VMware is a software company that provides cloud computing and virtualization software and services, enabling users to run multiple virtual machines with different operating systems on a single physical computer, thereby optimizing hardware resources and simplifying IT management for desktop support analysts and other IT professionals.

Why It's Important

VMware is important for a Desktop Support Analyst because it allows for the creation and management of virtual machines, enabling efficient testing, deployment, and troubleshooting of software and operating systems without risking the primary computing environment. This leads to enhanced productivity, reduced hardware costs, and improved disaster recovery processes.

How to Improve VMware Skills

To improve VMware performance as a Desktop Support Analyst, focus on these key areas:

1. Optimize Virtual Machine (VM) settings: Adjust the VM settings based on the workload. Allocate appropriate amounts of CPU and memory based on the VM's needs. VMware Documentation provides guidelines for configuration.

2. Update VMware Tools: Ensure VMware Tools within your VMs are up to date for enhanced performance and driver compatibility. Update VMware Tools Guide.

3. Storage Performance: Use SSDs for storage or ensure your storage backend is optimized for IOPS. VMware's Storage Best Practices can offer specific advice.

4. Network Optimization: Configure VM network settings to match your workload requirements, using VMXNET3 adapters for better performance. Explore VMware's Network Configuration Guide for more details.

5. Regular Maintenance: Regularly update your VMware infrastructure and guest operating systems. Also, consolidate snapshots and perform disk cleanups. The VMware Compatibility Guide can help with planning updates.

6. Monitor Performance: Use VMware's built-in performance charts or a tool like vRealize Operations to monitor VM performance and identify bottlenecks. More information is available on the vRealize Operations page.

Focusing on these areas can significantly improve the performance and efficiency of your VMware infrastructure.

How to Display VMware Skills on Your Resume

7. PowerShell

PowerShell is a task-based command-line shell and scripting language designed for system administration. It helps automate and manage Windows and Windows Server environments, enabling desktop support analysts to efficiently execute and script tasks across multiple systems.

Why It's Important

PowerShell is important for a Desktop Support Analyst because it enables the automation of complex administrative tasks, efficient system management, and the ability to troubleshoot and solve problems across multiple systems quickly.

How to Improve PowerShell Skills

To improve your PowerShell skills as a Desktop Support Analyst, focus on the following areas:

1. Learn the Basics: Understand PowerShell syntax and command structure. Get started with Microsoft's official documentation.

2. Practice Scripting: Regular practice can help you automate tasks. Try writing scripts for common desktop support tasks.

3. Use PowerShell ISE: Integrated Scripting Environment (ISE) is a tool for writing and debugging scripts. Learn more about it here.

4. Explore Modules: PowerShell modules extend its functionality. Discover and learn to use modules relevant to desktop support.

5. Join Communities: Engage with PowerShell communities on platforms like Reddit or Stack Overflow to learn from others and get your questions answered.

6. Follow Blogs and Tutorials: Websites like PowerShell.org and Adam the Automator are great resources for learning and staying updated.

7. Utilize Microsoft Learn: Microsoft Learn offers free, interactive learning paths for PowerShell. Check out their PowerShell learning resources.

By focusing on these areas and consistently practicing, you'll significantly improve your PowerShell skills, making your work as a Desktop Support Analyst more efficient and effective.

How to Display PowerShell Skills on Your Resume

8. SCCM

SCCM (System Center Configuration Manager), now known as Microsoft Endpoint Configuration Manager, is a management tool used by IT departments to deploy operating systems, software, and updates, manage inventory, and enforce security policies across an organization's desktops, servers, and mobile devices. For a Desktop Support Analyst, SCCM streamlines the process of maintaining system compliance, deploying applications, and troubleshooting client issues remotely.

Why It's Important

SCCM (System Center Configuration Manager), essential for a Desktop Support Analyst, streamlines the management of software deployment, updates, and security patches across a network of computers, ensuring system consistency, security, and efficiency in supporting end-users.

How to Improve SCCM Skills

Improving SCCM (System Center Configuration Manager) involves optimizing its setup and usage for more effective management of your networked devices. Here's a concise guide focusing on areas relevant to a Desktop Support Analyst:

1. Streamline Software Deployment:Optimize the software deployment process by creating standardized application packages for automated distribution. This ensures consistency and reduces manual intervention. Microsoft's Guide on Applications in SCCM

2. Enhance Patch Management:Configure Automatic Deployment Rules (ADR) to keep systems up-to-date with the latest security patches. This improves network security and compliance. Configuring ADRs

3. Optimize Inventory Management:Use SCCM's hardware and software inventory capabilities to maintain an up-to-date record of all assets. This aids in license management and ensures compliance. SCCM Inventory Management

4. Leverage Endpoint Protection:Utilize SCCM's integration with Microsoft Defender for Endpoint for centralized management of antivirus policies and monitoring. This enhances security posture. Endpoint Protection in SCCM

5. Implement Role-Based Administration:Configure role-based administration to limit access based on user roles. This enhances security by ensuring users have only the permissions they need. Role-Based Administration

6. Use Reporting and Analytics:Generate reports to analyze the health and security of devices. This helps in proactive management and decision-making. SCCM Reporting

7. Optimize Client Health:Implement a routine to check and remediate client health issues. This ensures all devices are properly communicating with SCCM. Client Health

8. Engage with the Community:Stay updated with the latest SCCM features and best practices by engaging with the SCCM community and online forums. SCCM Reddit Community

Improving SCCM involves a combination of leveraging its built-in features for automation, security, and efficiency, and staying informed about best practices through community engagement and official documentation.

How to Display SCCM Skills on Your Resume

9. Networking

Networking, in the context of a Desktop Support Analyst, involves setting up, maintaining, and troubleshooting the connections and communications between computers, peripherals, and other devices within an organization to ensure smooth and efficient data exchange and resource sharing.

Why It's Important

Networking is crucial for a Desktop Support Analyst as it enables efficient problem-solving through knowledge sharing, facilitates access to new technologies and solutions, and enhances career opportunities through connections with professionals and experts in the field.

How to Improve Networking Skills

To improve networking as a Desktop Support Analyst, focus on both technical skills and building professional relationships. Here's a concise guide:

1. Technical Skills Enhancement: Stay current with networking technologies by taking online courses from platforms like Coursera or Udemy. Focus on courses related to network management, troubleshooting, and security.

2. Certifications: Earn industry-recognized certifications such as CompTIA Network+ or Cisco's CCNA to validate your skills and knowledge.

3. Networking Events and Conferences: Attend IT and networking conferences. Websites like Meetup can help you find relevant events.

4. Online Forums and Communities: Participate in discussions on platforms like Reddit’s r/networking or Stack Exchange Network Engineering.

5. Professional Networking Sites: Use LinkedIn to connect with other professionals, follow industry leaders, and share your achievements and learnings.

6. Practice and Hands-on Experience: Set up your own home lab using virtualization tools like VMware or VirtualBox to experiment with different networking scenarios and technologies.

Focusing on these areas will help you enhance your networking skills and advance your career as a Desktop Support Analyst.

How to Display Networking Skills on Your Resume

10. ITIL

ITIL (Information Technology Infrastructure Library) is a framework of best practices for delivering efficient and effective IT services. For a Desktop Support Analyst, it guides how to manage and resolve user issues systematically, ensuring high-quality support aligned with the broader IT and business objectives.

Why It's Important

ITIL is important for a Desktop Support Analyst because it provides a standardized approach to service management, ensuring efficient and consistent support delivery, improving customer satisfaction, and enabling better problem-solving and resource management.

How to Improve ITIL Skills

Improving ITIL practices for a Desktop Support Analyst involves enhancing efficiency and effectiveness in IT service management. Focus on continuous learning, process automation, customer-centric approaches, and integrating feedback mechanisms. Here’s a concise guide:

1. Continuous Learning: Stay updated with the latest ITIL framework versions and best practices. Consider obtaining ITIL certifications to deepen your understanding and application of ITIL processes. ITIL Certifications.

2. Process Automation: Leverage tools and software to automate routine tasks and incident management, reducing resolution times and human errors. Focus on automating ticketing systems and feedback collection. Automation Best Practices.

3. Customer-Centric Approach: Prioritize the end-user experience by implementing a customer-centric service design. This involves understanding user needs and expectations to tailor IT services accordingly. Service Design.

4. Feedback Mechanisms: Integrate effective feedback mechanisms to continuously improve IT services. Use surveys and direct feedback from users to identify areas of improvement. Feedback Strategies.

By focusing on these areas, a Desktop Support Analyst can significantly contribute to the improvement and efficiency of ITIL practices within their organization.

How to Display ITIL Skills on Your Resume

11. Citrix

Citrix is a software company that provides virtualization, networking, and cloud computing technologies, enabling remote access to desktops, applications, and data from any device, enhancing mobility and security for users and businesses.

Why It's Important

Citrix is important for a Desktop Support Analyst because it enables secure, remote access to desktops and applications, facilitating efficient support, troubleshooting, and management of user environments from any location.

How to Improve Citrix Skills

Improving Citrix performance and user experience as a Desktop Support Analyst involves several key steps. Ensure you are familiar with Citrix documentation and leverage Citrix tools for diagnostics and optimization.

1. Optimize Network Performance: Ensure the network is configured correctly for Citrix traffic. Use Citrix's Network Configuration Guide for best practices.
2. Update Citrix Software: Keep all Citrix components up-to-date. Regular updates can resolve known issues and improve performance. Consult the Citrix Download Page for the latest versions.
3. Monitor and Analyze: Utilize Citrix Director for monitoring sessions, analyzing trends, and troubleshooting. The Citrix Director Documentation offers comprehensive guidance.
4. Optimize End-User Devices: Ensure that client devices are optimized for Citrix sessions. This includes updating the Citrix Workspace app and optimizing local resource usage. Details can be found in the Workspace App Documentation.
5. Educate Users: Provide users with best practices for using Citrix environments efficiently. This includes proper session logout and resource usage.
6. Implement Citrix Policies: Apply Citrix policies for session reliability, bandwidth limits, and visual quality to balance performance and user experience. The Policy Reference Guide is a useful resource.

By following these steps and staying informed through Citrix's official resources, you can significantly improve the performance and reliability of Citrix environments.

How to Display Citrix Skills on Your Resume

12. ServiceNow

ServiceNow is a cloud-based platform that provides software solutions for service management, allowing organizations to automate IT operations and streamline incident, problem, and request management workflows, significantly aiding Desktop Support Analysts in tracking, prioritizing, and resolving IT issues efficiently.

Why It's Important

ServiceNow streamlines and automates IT service management processes, enabling a Desktop Support Analyst to efficiently track, manage, and resolve user issues and requests, enhancing productivity and improving user satisfaction.

How to Improve ServiceNow Skills

Improving ServiceNow for a Desktop Support Analyst involves enhancing incident management, streamlining request fulfillment, and optimizing user experience. Here are concise strategies:

1. Automate Routine Tasks: Utilize ServiceNow's Automation capabilities to automate repetitive tasks like password resets, freeing up time for more complex issues.

2. Implement Self-Service Portals: Develop a Self-Service Portal that allows users to find solutions to common problems, submit requests, and track their status without direct interaction.

3. Utilize Knowledge Base: Populate the ServiceNow Knowledge Base with articles and FAQs for common desktop issues, enabling users to resolve their problems swiftly.

4. Customize User Interfaces: Tailor the ServiceNow interface for desktop support analysts by creating custom dashboards that display relevant information, such as open tickets and performance metrics, at a glance.

5. Leverage Performance Analytics: Employ ServiceNow Performance Analytics to track and analyze trends in desktop support requests, identifying areas for improvement and training.

6. Enhance Collaboration: Integrate ServiceNow with communication tools (like Slack or Microsoft Teams) to facilitate easier collaboration between desktop support analysts and other departments. Integrations can streamline workflows and improve response times.

7. Continuous Training: Encourage ongoing education and familiarization with ServiceNow Training and Certification programs to ensure desktop support analysts are utilizing the platform to its fullest potential.

Implementing these strategies can significantly improve the efficiency and effectiveness of desktop support analysts using ServiceNow.

How to Display ServiceNow Skills on Your Resume