In my previous role, I routinely diagnosed and resolved a wide range of hardware and software issues, from faulty RAM and hard drives to operating system errors and application crashes. I utilized diagnostic tools and followed systematic troubleshooting procedures to identify root causes, applying fixes such as hardware replacements, driver updates, or system restores. My approach always prioritizes minimizing downtime for the end-user, ensuring they can return to productivity as quickly as possible.

I prioritize support tickets based on urgency and impact, addressing critical system outages and high-priority user requests first. I use a ticketing system to track progress, set realistic deadlines, and communicate updates to users. For complex issues requiring escalation, I document all troubleshooting steps taken to facilitate a smooth handoff. Balancing efficiency with thoroughness, I ensure each ticket receives the attention it deserves while maintaining overall productivity.

Data security is paramount during desktop support. I adhere to company policies by verifying user identities before accessing their systems, using encrypted tools for remote support, and ensuring sensitive data is handled securely. I also educate users on best practices, such as locking their workstations when away. For hardware repairs or replacements, I follow protocols to wipe or destroy storage devices, preventing unauthorized data access.

Setting up a new desktop involves unboxing, assembling hardware, and connecting peripherals. I then install the operating system, applying the latest updates and security patches. Next, I install essential software per the employee's role, ensuring licenses are valid. I configure network settings, email, and any required VPN access. Finally, I transfer data from the old machine if applicable, test all functionalities, and provide a brief orientation to the user on their new setup.

I stay informed by subscribing to tech newsletters, attending webinars, and participating in professional forums. I also take advantage of training opportunities and certifications relevant to desktop support. Experimenting with new tools in a lab environment helps me understand their practical applications. This continuous learning ensures I can provide support for the latest technologies and recommend upgrades that enhance productivity and security.