Desktop Support Technician
Information and Guidelines
Is there a desktop support technician in your organization that you feel is deserving of recognition for their
commitment, dedication, and service to your customers? Does the technician sitting next to you provide you
with outstanding support, or does someone you know provide the type of desk side support that sets the
example for others to follow? Is there someone on your team that consistently goes above and beyond the
call of duty? Here’s your opportunity to see them recognized for their efforts!
The HDI Desktop Support Technician Award recognizes technicians that exemplify the best of the best in the
industry. All nominees will have demonstrated extraordinary commitment, dedication, technical aptitude and
service to customers while consistently exceeding performance objectives.
This award is intended for the support professional who responds to incidents escalated by the service desk
that are related to customer equipment; additional skills, knowledge, tools, or authority are required. They
may resolve the incidents remotely, desk side, or via equipment returns. They must spend over fifty percent of
the working day providing technical support via one or more of the following contact methods: Phone, webrequests, email, chat and provide assisted service either remotely or at the client’s device. This includes desk
side support, walk-up support, and mail-in equipment. They are the “face of support” as they generally
provide face-to-face dealings with clients and customers. The ideal technician will be well rounded in technical
aptitude, team orientation, leadership, customer service, people skills, and positive attitude. They should
recognize and demonstrate the importance of the sharing of knowledge with their co-workers to develop
problem solving techniques that can be utilized by all team members.
Please consider nominating someone you know for this award. Nominations may be made by managers,
peers, customers or support personnel. All nominations must be approved by the department manager, and
limited to two nominations per company.
The included rules are structured guidelines. Some chapters will allow nominations to be submitted by
anyone, whereas others follow these included guidelines. If there are any concerns, you’ll want to get in touch
with your HDI Local Chapter as they have final say.
Nominee Basic Requirements:
 At least one person from the company/site where this technician works must be a member of HDI
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The nominee must possess a minimum of six of the past twelve months experience in the desktop
support technician role, although candidate does not need to currently hold this title.
The nominee must provide actual desk side support. This award is not for supervisors or team leads, as
it is focused on the person delivering the services.
Key selection criteria:
 Customer Service
 Prioritization and Business awareness
 Resourcefulness and creativity
 Teamwork
 Technical aptitude and knowledge
About the Desktop Support Technician Award:
This is the first year of introducing the Desktop Support Technician Award to the HDI community. HDI is
working jointly with the HDI local chapters to identify and award the industry’s top desk side support
technician. The nominations at the local chapter level will be judged with the other nominees from their
chapter. The winner from each individual chapter will have an opportunity to compete with their peers
regionally, handled by the HDI Regional Director. Each regional winner will be given the opportunity to
represent their respective region at the HDI Annual Conference for the national level of judging.
This award is sponsored at the national level by Robert Half Technology. It is with the sponsorship dollars that
HDI is able to provide complimentary registration to the HDI Annual Conference for all regional level winners.
HDI Desktop Support Technician Award Nomination Form
Local Chapter:
Nominee Information:
First Name:
Last Name:
Company/Organization Name:
Job Title:
How long in this current position?
Address Line 1:
City:
State:
Zip:
Work Phone:
Email Address:
Nominee Bio:
List the certifications the nominee holds:
Nominator Information:
First Name:
Last Name:
Company/Organization Name:
Job Title:
Work Phone:
Email Address:
Relationship to nominee: (boss, peer, friend, teammate, customer, etc.)
In 150 words or less, explain why you want to nominate this desktop support technician:
In 150 words or less, provide an example of excellent customer service provided by this technician:
In 150 words or less, provide an example of this technician’s prioritization and business awareness:
In 150 words or less, provide an example of this technician’s resourceful talents and creative problem solving
skills:
In 150 words or less, provide an example of team support, team commitment, or team value:
In 150 words or less, describe what special technical skills and aptitude this technician possesses that gives
you confidence in their technical abilities:
In 250 words or less, provide an example of how your technician went above and beyond the norm for your
customers, your organization, or their peers: