Help Desk Specialist Resume Samples

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W Hills

Willard

Hills

11939 Pollich Lodge

Dallas

+1 (555) 650 0905

11939 Pollich Lodge

Dallas

Phone

p +1 (555) 650 0905

Experience Experience

Philadelphia, PA

Help Desk Specialist

Philadelphia, PA

Koelpin, Koss and Davis

Philadelphia, PA

Help Desk Specialist

Work within the team framework created by management and work with team members on assigned projects
Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations
Provide assistance by phone, GoTo Assist, in person, and using the ManageEngine ticket system
Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
Assist with management of IT resources including workstations, laptops, projectors and their inventory
Assist Manager (or other supervisor as assigned) with project management and execution
Operates personal computer terminals and LAN attached to workstations to perform job function and general clerical/administrative work

Phoenix, AZ

IT Help Desk Specialist

Phoenix, AZ

Cronin, Ziemann and O'Keefe

Phoenix, AZ

IT Help Desk Specialist

Serving as liaison to various departments within Chipotle to provide assistance and access to store financials and customer records
May perform end-user training as it regards assistance with supported applications
Work with IT management to ensure operating efficiencies are met and maintained throughout the organization
Use of Active Directory and Global Policies for account management and overall network security
Maintain Servers on multiple individual networks to include Exchange 2000/2003, 11S 6.0, Windows 2003 Active Directory, Brightstor Arcserve for Windows
Describe workflow processes verbally and visually using flow charts or diagrams
Providing remote tier 1 & 2 IT hardware and software support to restaurants, regional office and regional users

present

Los Angeles, CA

Help Desk Specialist, Associate

Los Angeles, CA

Jacobi-Waelchi

present

Los Angeles, CA

Help Desk Specialist, Associate

present

Help provide technical assistance and support for Workflow Management services
Provide technical assistance and support for Enterprise Watch services
Provide mid-level analysis and technical support for customers and their networked computers and peripherals
Review, assign, reconcile and support the management of tickets throughout their lifecycle
Monitor and support ticket workflows
Helps coordinate with IT service providers and communicates outages and plans for recovery
Install and provide desktop support for Windows Operating System, Microsoft Office and Adobe software

Education Education

Bachelor’s Degree in Computer Science

Drexel University

Bachelor’s Degree in Computer Science

Skills Skills

Update the internal knowledgebase with issue resolution details
Basic working knowledge of Active Directory
A strong grasp of basic hardware and network support principles
Excellent knowledge of troubleshooting procedures
Ability to follow standard operating procedures and ability to complete help desk ticket information on a timely basis
Strong working knowledge of Microsoft server, Microsoft Active Directory
Ability to develop instructions in a logical, detailed flow
Ability to deliver quality customer service through both phone and face to face interactions
Be able to create good relations with colleagues and clients
Possess a high level of professionalism and strong level of customer services

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15 Help Desk Specialist resume templates

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Help Desk Specialist Resume Examples & Samples

Provide Tier 1 service or phone support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems
Document problems and resolutions within call tracking application and provide updates to the knowledge base where applicable
Configure and install software for end-users' desktops and laptops
1-3 years customer service experience with emphasis on hardware/software troubleshooting
Effective verbal, telephone, written and interpersonal communication skills
Strong personal time management skills
Ability to relate to diverse age and demographic backgrounds
Computer literate and working knowledge of operating systems (Windows/Mac), word processing (Microsoft Word), spreadsheet (Excel) and E-Mail (Notes) software applications required
Flexible in work schedule

Help Desk Specialist Resume Examples & Samples

Answer the IT Hotline phone & E-mail providing support for all offices with a focused local support of the New York office
Position will be called upon to troubleshoot hardware and software questions regarding Houlihan Lokey systems
Provide support to remote users on connectivity issues arising from the use of Citrix using high-speed Internet access
Install and configure hardware including Dell workstations, Lenovo and Samsung laptops, HP LaserJet printers, networked copiers, mobile devices (including Blackberry units, iPhones, iPads, and Android devices), WiFi & WWAN cards, LCD projectors, Bloomberg Terminals, and other computer/network peripherals
Install and configure operating system and application software including standard Houlihan Lokey software such as Windows 7, Microsoft Office 2010, Microsoft Outlook 2010 in an Exchange 2010 environment, Citrix ICA clients, Adobe products and Capital IQ financial information software, as well as special non-standard applications and custom applications created specifically for Houlihan Lokey
Provide general user support on all installed Houlihan Lokey applications, operating systems, and hardware both in person and over the phone
Assist with management of IT resources including workstations, laptops, projectors and their inventory
Carry out basic Citrix administration using the Citrix Management Console, including disconnecting sessions, observing server load, and shadowing user sessions
Carry out basic Windows 7 & Windows 2003/2008 network administration including administering user passwords, account lockouts, computer naming, troubleshooting network print devices, including network-attached copiers
Assist with the configuration and administration of Windows 7 workstations, including their peripheral devices such as multiple monitors, docking stations, keyboards, mice, and other USB connected devices
Provide local hands-on assistance with user moves, including the relocation of computers, laptops, monitors, phones and headset devices as needed
Provide end-user support for wireless connections involving WiFi or wirelesss WAN network cards
Act as a local contact for technical based vendors, coordinating printer and other on-site repairs of end-user equipment
Other duties may be assigned as needed by their manager

Help Desk Specialist Resume Examples & Samples

Provides in-depth support and leads problem-solving and implementation efforts for specific technology products or applications
Responds to inquiries and requests for assistance with organization's computer systems or PCs and resolves customer inquiries for one or more products or services
Displays sensitivity to callers' needs and situations
Actively uses and updates the knowledge of product in order to resolve issues
Mentors team members to broaden team knowledge and technical skills
At least 2 years experience with providing effective and efficient real-time support for a variety of desk-top technology users

Help Desk Specialist Resume Examples & Samples

Ability to remain focused
Exceptional problem solving/analytical skills
Ability to learn technical product information
Ability to follow procedural guidelines and document thoroughly
Ability to interact with customers in a polite and professional manner
Effective conflict resolution skills including appropriate handling of angry or frustrated clients
Exceptional telephone etiquette
Strong team player
Exceptional listening skills
Exceptional PC, Mainframe, printers, server, email and Internet skills
Ability to identify, track and resolve issues
(developing) understanding of technology in direct responsibility
(developing) General understanding of related technologies
(developing) Customer Service

Help Desk Specialist Resume Examples & Samples

Providing high-level customer service
Providing excellent desktop and mobile device support
Communicating clearly with users, setting expectations
Working independently and as a member of a world-wide support team
Diagnosing and resolving problems/issues with: Microsoft Windows
PC applications
Network connectivity, including Wi-Fi
Mobile devices and associated apps Laptop PCs
IPads
Blackberries
IPhones
Meeting room technology Video conferencing
Monitors / projectors
Conference phones
Printers
VPN / remote access
VOIP telephones
Escalating issues appropriately, reaching out for assistance when a problem cannot be solved immediately
Participating with support team in creating and maintaining support documents
Working closely with other IT groups, other departments, to complete tasks
Monitoring systems and processes
Administering users in Active Directory and applications
Coordinating with vendors to purchase, deploy and RMA hardware
Evaluating priority and triaging multiple conflicting assignments; and
Instructing users on technology
Flexibility working in a fast-paced, high-expectations environment
Excellent listening, interpersonal, written, and oral communication skills
Pays extreme attention to details
Ability to work in a team-oriented and collaborative environment; and
Eagerness to learn new technologies and applications, and ability to absorb new topics quickly
1-2 years of experience in a Help Desk or customer service position required
The successful candidate must be a team player with strong customer service and communication skills
Candidate must be willing and able to learn new technologies; and
Candidate must be proficient with the following technologies
Laptop PCs

IT Help Desk Specialist Resume Examples & Samples

Document known issues and resolutions or workarounds
Assist in administering help desk software
Provides support for store stores as part of an on-call rotation after hours
Windows and Microsoft Office Applications (Word, Excel, Outlook)
General Server and Personal Computer knowledge
Understanding of point of sales terminal, in-store application and equipment is a plus
Basic familiarity with the range and variety of software and systems used in the EMS Store and Base Camp environments
Deliver high level customer service skills
Demonstrate effective verbal and written skills. Able to effectively communicate with diverse individuals
Demonstrate integrity and respect for individuals and ethical behavior
Familiar with a basic range of Information Technology concepts, practices, and procedures
Successfully combine creative problem solving with thorough problem analysis
Demonstrate skill in gathering, processing, analyzing, and disseminating large amounts of diverse information in meaningful ways
Ability to Prioritize and organize work to minimize downtime when problems arise
Work productively and flexibly in a fast-changing, demanding environment
Ability to work individually as well as in a group environment
Must be able to update tasks on progress to keep everyone informed
Knowledge of commonly used concepts, practices, and procedures within the information technology industry
AS or BS in Information Systems, Computer Science, or a technical discipline (or equivalent experience)

IT Help Desk Specialist Resume Examples & Samples

6+ months of relevant Technical experience
Bachelor's Degree in Computer/Information Systems, Business, Communications or related field
Able to multitask efficiently and effectively

Escalated Help Desk Specialist Resume Examples & Samples

Tracks call volume and reasons to communicate training needs to appropriate parties
Potentially assist with coaching and training initiatives as needed
Will support multiple sites and clients
Minimum 6 months Fraud/Customer Service/Collections experience in a call center environment
Previous Help Line Experience Proven history of strong interpersonal skills and two-way communication
Self-motivated with solid organizational, creative problem solving and time management skills, with the proven ability to meet deadlines
Strong team player: leadership skills with strong ability to take initiative
Demonstrated ability to analyze processes and implement changes
Ability to adapt to an ever-changing environment Self-motivated with solid organizational, creative problem solving and time management skills, with the proven ability to meet deadlines
Attention to detail required Working knowledge of Fraud systems and tools
Demonstrated high level of integrity
Ability to process information, analyze data and offer effective solutions
Demonstrated ability to handle and prioritize multiple tasks

Help Desk Specialist Resume Examples & Samples

2 or more years of experience supporting a diverse desktop environment with an understanding of the mainframe, client/server and Internet environments
Ability to multitask
Previous experience in a Help Desk environment, Level 1 or Level 2 Analyst
Windows 7 support and mobile devices knowledge

Help Desk Specialist Resume Examples & Samples

Educated to degree level or similar
Confident telephone manner
IT literate – with a working knowledge of Microsoft Office an advantage
Second language would be an advantage
Highly organised with good attention to detail
Self-motivated combined with the ability to work as part of a team
Ability to take instructions and implement the correct procedure as required

Help Desk Specialist Resume Examples & Samples

Receive incoming help requests via phone and through the electronic ticketing system
Act as lead help desk contact for escalated inquires relating to corrupt documents, complicated conversions, and the like
Act as liaison between HB and CCC Macro Pro. Responsible for the testing and rollout of updates. Must work closely with the trainer so firm wide announcements about changes are timely and informative
Perform daily videoconference, teleconference and laptop setups
Stay up to date with all software and hardware used and supported by the firm, including all audio-visual devices and systems
MUST have law firm experience
At least two years of technical job experience
Customer service-oriented attitude and a team player
Experience with MS Office 2010/2013, Windows 8 and 10, Laptop and MS Surface, CCC Macro Pro, FileSite, iPhone and Androids

Help Desk Specialist Resume Examples & Samples

Responsible for performing installations and configuring computers/laptops using standard processes and tools
Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual required or job-specific training. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Responsible for other duties as assigned. Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become "The World's Greatest Bank."
High school diploma or GED or the equivalent in vocational training. College degree in information technology preferred
Previous practical experience in a personal computer network environment. One year of IT related Help Desk experience required
A+ certification required. MCDST (Microsoft Certified Desktop Support Technician) certification preferred
Good working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools. Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment

Mortgage Help Desk Specialist Resume Examples & Samples

Resolve and provide user support of the RMO system software
Perform initial problem determination by asking client troubleshooting questions at loan level detail
Communicate the status of all problems and/or issues to users regarding RMO along with resolution
Track and log calls with issue and resolution
Lead by example; independently makes decisions on course of action to get the client back into production in a timely manner
Detect patterns of callbacks effecting client or environment, assess impact and take action
Solicit feedback and ideas for improvement of the RMO functionality directly from the users
Assist the IT partners in the development or enhancements of the RMO system
Keep users and management informed of trends, problems and unexpected delays within RMO
Create and maintain business workflow rules
Assist in user training along with development and updates of the RMO training manual
Focus on the delivery of excellent service
Take ownership and responsibility of client technical problems
Be a positive, professional resource for clients and support partners
Manage challenging calls, maintain control
Minimum of 2+ years residential mortgage loan
Excellent level of verbal and written communication skills
Effective telephone skills
Ability to make sound decisions based on logical reasoning
Effecting listening skills
Exceptional organizational skills and ability to multi-task and handle several priorities at once
Ability to work in a fast-paced & high-volume environment

Help Desk Specialist Resume Examples & Samples

6 months in a customer service/call center environment preferred
2 years of college preferred
Familiarity with Salesforce.com extremely helpful
Ability to operate effectively in a team environment
Enthusiastic and pro-active; think quickly and solve problems efficiently and effectively
High energy and engaging personality with the ability to convey patience and empathy, and calm in potential stressful situations
Dependability regarding completion of assignments and attendance Excellent problem solving and decision making skills
Must have high attention to detail

IT Help Desk Specialist Resume Examples & Samples

Troubleshoot problems to resolution or escalate to Tier 2 support when necessary
Reset or configure network accounts access
Process hardware and software requests by coordinating user setup, upgrades, and installations
All other projects and duties as assigned
Excellent Technical and Analytical skills
Capable of maintaining corporate and job-related confidential information

Help Desk Specialist Resume Examples & Samples

A bachelor’s degree in computer science or a related discipline
Knowledge of basic computer hardware (e.g. desktops, laptops, printers, PDA’s)
Exceptional interpersonal skills, with a focus on listening and questioning
Certifications are a plus

Help Desk Specialist Resume Examples & Samples

2+ years of experience in an IT Help Desk Analyst role
Experience with Windows 8, Microsoft Active Directory and utilization of GPOs
Experience with Helpdesk ticketing systems, i.e. Track-it by Numara
Experience with Mobile device management, including IOS and Android devices
Proven ability to multi-task, juggle multiple projects and effectively determine priorities
Excellent internal customer service skills
Windows PC/laptop management via Active Directory, MS System Center Suite
Proven analytical, troubleshooting and problem solving skills
Strong research skills to find and effectively evaluate new products and technology
Attention to detail and strong organizational skills

Mid-level Help Desk Specialist Resume Examples & Samples

Troubleshoot connectivity and computer issues on end user’s machine
Image and build desktops and laptops for new hires or machine upgrades and deploy them to desks
Basic telecommunications support
Assist with purchasing and equipment procurement
Help maintain inventory control
Maintain production images of machines
Exposure to project management methodologies
Answer user inquiries regarding computer software or hardware operation to resolve problems either in person or over the phone
Write standard operating procedures for IT and End Users
Walk customer through problem-solving process
Follow up with customers to ensure issue has been resolved
Gain feedback from customers about computer usage
Bachelor’s degree is required, 3.2 GPA or higher
Good judgment, professionalism, and good communicator
PC hardware troubleshooting skills, good knowledge of Windows 7 & 10
Basic knowledge of networking topology
Help desk support role experience a plus
Ability to multitask and properly prioritize

Help Desk Specialist Resume Examples & Samples

Analyze and develop computer software possessing a wide range of capabilities, including numerous engineering, business, and records management functions. Develop plans for automated information systems from project inception to conclusion
Analyze user interfaces, maintain hardware and software performance tuning, analyze workload and computer usage, maintain interfaces with outside systems, analyze downtimes, and analyze proposed system modifications, upgrades and new COTS
Analyze the problem and the information to be processed. Define the problem, and develops system requirements and program specifications, from which programmers prepare detailed flow charts, programs, and tests
Coordinate closely with programmers to ensure proper implementation of program and system specifications. Develop, in conjunction with functional users, system alternative solutions
Maintain on-call service for after hours support of these applications, including evenings, weekends and holidays
Desktop Security Applications: McAfee and Symantec Antivirus
Mainframe Technologies: The Client uses an IBM mainframe running the OS/390 operating system. DASD, MVS Redirect, RJE printing, VPS printing, DB2, TSO, ADSM and Wylbur. The Government will furnish training in SILK, a specific web server
Network Services: TCP/IP and other standard internet protocols, Websense Proxy Server, DNS, firewalls, Internet, Internet II, LAN, Videocast, 802.11 Wireless, IPv6, Secure Shell (SSH), Telnet, Cisco Virtual Private Network (VPN)
IT Security: Security problems include hoaxes, malicious attacks, and viruses. Also includes a knowledge of PKI, encryption, digital signatures and the use of Smartcards (PIV). BDS Secure File Transfer
Telecommunications: Octel voicemail systems, ISDN telephones, VOIP technology (Cisco and Microsoft Lync)
Windows and UNIX Infrastructure & Hosting: DDNS, DHCP, File Services, Print Services, Terminal Services, Web Services, and WINS, Tru64 UNIX and Sun Solaris operating systems with an understanding of Oracle and SQL databases
Account creations/ User ID Management: Microsoft Active Directory tools including Microsoft Exchange Administrator, Quest ActiveRoles Server, Active Directory Management
Email (messaging): email technologies include Blackberry, Central Fax Service, the MS Exchange Central Email Service, L-Soft Listserv, Office 365, Expertise in Outlook (including add-ons), Outlook Web Access (OWA), Mac OS X Mail, Entourage, web browser mail, and Pine clients; Listserv administration and management
Mobile Devices and Tablets: Research in Motion (RIM) Blackberry technologies; Apple iPhone; Apple iPad; Android Phones; Microsoft Surface
Note: This list is not a comprehensive list of all technologies supported by the IT Service Desk. It shows only a representation of the IT environment
Strong analytical, estimating and problem solving skills
Excellent communication, interpersonal and collaboration skills
Ability to present and explain technical information to diverse audiences
Ability to be flexible, adaptable and learn new concepts quickly
Ability to work effectively in a team environment with aggressive deadlines and multiple priorities
Demonstrated understanding of ITIL processes, operations and procedures
Experience with processes involving problem identification, recovery, escalation and resolution
Able to function well in a fast-paced and adaptive environment
Scientific Information Systems: UNIX-based ALW and Helix systems, Porpoise and Web of Science citation and literature searching services. Knowledge of UNIX and high performance computing systems
Enterprise Systems: Plumtree's portal, ORACLE Financials, PeopleSoft, Netegrity Siteminder, and Eclipsys. specific systems include the, nVision, ITAS, DW, HR systems, PMS, NBS, CGE Travel, eRA, CRIS, NED, Client Login, TechTracS, Qlikwiew; NEES; NIDB; DDRMS; ServiceNow IT Service Management Tool, Spok toolset including scheduling and paging
High school diploma or equivalent and 2 ? 4 years of prior relevant experience

Help Desk Specialist Resume Examples & Samples

Mainframe Technologies: The client uses an IBM mainframe running the OS/390 operating system. DASD, MVS Redirect, RJE printing, VPS printing, DB2, TSO, ADSM and Wylbur. The Government will furnish training in SILK, a specific web server
Email (messaging):email technologies include Blackberry, Central Fax Service, the MS Exchange Central Email Service, L-Soft Listserv, Office 365, Expertise in Outlook (including add-ons), Outlook Web Access (OWA), Mac OS X Mail, Entourage, web browser mail, and Pine clients; Listserv administration and management
Enterprise Systems:Plumtree's portal, ORACLE Financials, PeopleSoft, Netegrity Siteminder, and Eclipsys. specific systems include the, nVision, ITAS, DW, HR systems, PMS, NBS, CGE Travel, eRA, CRIS, NED, Client Login, TechTracS, Qlikwiew; NEES; NIDB; DDRMS; ServiceNow IT Service Management Tool, Spok toolset including scheduling and paging
High school diploma or equivalent and 1 ? 3 years of prior relevant experience

Help Desk Specialist Resume Examples & Samples

Provide telephone support to end-user community on hardware, software and network related issues, questions and use
Provide first level problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of problem
Open, track and close trouble tickets
Monitor service desk for tickets assigned to the queue and process on a first-in first-out based on priority
Report issues to the service desk for escalation
Ensure problem ownership and promote end-user satisfaction
Track activities of field engineers to whom the ticket was assigned
Document internal Help Desk procedures
Experience working as a team player
Excellent communication skills and possess the ability to manage assignments independently
Good organizational skills and the ability to handle multiple tasks concurrently
Strong decision making and problem solving abilities
Experience working in a fast-paced and high energy environment
Experience being flexible in response to changing requirements such as surges
Experience supporting enterprise solutions from Department of Defense, Defense Health Management Systems Program Management Offices (DHMSM, DMIX and JOMIS)
CompTIA A+ Certification, CompTIA Net+ Certification, CompTIA Security + Certification
Bachelor’s degree in Computer Science or a related technical field and two (2) to four (4) years of related work experience required

Help Desk Specialist, Entry Level Resume Examples & Samples

Address customers IT related issues, questions, and/or concerns in a Quick, courteous and accurate manner
Generate and help to resolve Trouble Tickets for tracking problem resolution
Install hardware and peripheral components such as monitors, keyboards, printers and disk drives on users’ premises
Perform direct user support and issue resolution using a trouble ticket system
Load appropriate software packages such as operating systems, networking components and office applications
Provide telephone and in-person support to end-users
Coordinate activities with other department level personnel
Provide updates, status and completion information to manager and/or users, via voice mail, e-mail or in-person communication
Assist in research and procurement of computer accessories and supplies
BS or BA degree in a technical field with zero (0) to four (4) years of related experience preferred
Security+ Certification preferred or completed within three (3) months

Help Desk Specialist Resume Examples & Samples

Provide Tier I contact and incident resolution to customers with hardware, software, and application problems
Enterprise problem resolution using established SOPs and Run Books
Resolution of incidents during the first call or at Tier I
Documenting incident status using incident management systems and database tools
Support data transfer activities across networks and classification levels (cross domain)
Prepare for and support Emergency Action Planning and preparation activities for a variety of scenarios
High School diploma or GED and 3+ years of related experience in a Windows environment, call center, and/or service desk environment
Working knowledge of computers, printers, laptops and common windows applications
Currently possess a qualifying DoD 8570 Certification at IAT II with Continuing Education (CE) enrollment
Currently possess a TS/SCI clearance

Senior Help Desk Specialist Resume Examples & Samples

Provide technical assistance and support for Enterprise Watch services
Helps coordinate with impacted mission partners and communicates outages and plans for recovery
Monitor and support ticket workflows

Help Desk Specialist Resume Examples & Samples

Communicates the status and any incidents or concerns to ESC staff, GDOs and other stakeholders
Maintains documentation and SOPs
Help provide technical assistance and support for Workflow Management services

Help Desk Specialist, Principal Resume Examples & Samples

Experience with service desk support, monitoring. and management tools (i.e., Siebel, E-requestor, Altiris, Remedy etc.)
Experience with Microsoft Business Class Applications. MS SharePoint
Experience in managing all phases of Enterprise IT Operations issue workflow in any Ticketing Service Desk Model
Experience in planning and forecasting resource needs in DOMEX IT Service Infrastructure
Experience in facilitating meetings to solicit feedback from users
Experience in defining, acceptance criteria and coordinating and executing user acceptance
Required certified DoD 8570 Level II IAT
ITIL V3 Fundamentals trained

Shipyard Applications Help Desk Specialist Resume Examples & Samples

Provide support for the applications to assist with customer issues and to monitor system performance and integrity
Troubleshoot application issues and resolve and escalate to higher level for resolution
Maintain application designator settings in accordance with application instructions
Create and maintain system accounts including maintenance of system access records
Perform Remedy Ticket recording and monitoring
Troubleshoot reported application issues including but not limited to environment and data issues. Provide recommended corrective actions. Execute corrective actions as approved. Document issues, lessons learned, and corrective actions in the SDLC tools
Perform as the interface to other agencies in the troubleshooting of various application related client/server anomalies and assist in the resolution of these problems
Provide real time status of application, system and environment problems and outages as required
Provide weekly reports and metrics of reported problems and resolution

Help Desk Specialist Resume Examples & Samples

Monitor the IT Helpdesk software systems, proper Help Desk ticket routing and escalation of Help Desk calls, and responding to IT network emergencies
Work with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
Recommend systems modifications to reduce user problems
Refer more complex problems to intermediate and/or senior level Help Desk Specialists
Exhibit knowledge of IT Helpdesk policies and procedures
Deliver consistently high quality customer service in a Help Desk environment with superior customer service skills
Demonstrate strong communication skills and ability to interact effectively with customers on the phone and through email in accordance with IT Help Desk Service Level Agreements (SLAs)
Understand technical issues and effectively resolve client IT software and hardware requests

Help Desk Specialist Resume Examples & Samples

Strong verbal and written Communication skills
Project management and problem solving skills
Basic IT knowledge of hardware and software systems
H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position; OR Associate's degree with 2 years’ experience in an IT or call center environment or Bachelor’s degree
Typing skills 25+ words per minute Able to spend considerable time on the phone
Excellent computer troubleshooting and problem solving skills
Possess skilled abilities to customize an operating system
Ability to install/configure “off the shelf” applications. Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.)
Demonstrated ability to configure a PC for connection to a network using a common networking protocol
Understanding of and has demonstrated the ability to use call tracking software and related tools for documentation of call center operations
Understanding of and has displayed the ability to use knowledge base and other online solution resources
Demonstrated ability to prepare new/used PC equipment for, and perform, a fresh (scratch) install of an operating system (manually, not from an image)
Knowledge, training or certification in the following is helpful: HDI, itSMF, ITSM, ITIL. Knowledge or experience in remote access, multi-factor authentication and/or mobile device management (AIRWATCH) is also helpful

Help Desk Specialist Senior Resume Examples & Samples

In-depth working experience of Windows XP, Windows 7 and Windows 2003 including: application installation, Active Directory and Organization Units
Effective customer service skills, including oral and technical written communications
Knowledge of data backup systems, principles, and safeguards
Familiarity with Antivirus software and security settings
Able to describe PC architecture and operation
Familiarity with TCP/IP, switches, firewalls, routers, and their basic operation
Must be able to lift up to 15 pounds
Experience supporting DHS, Federal Civil, Intelligence and/or DoD Customers
Ability to assist others in solving problems and working with them to implement the solution
Basic skills or experience using trouble ticket systems
Familiar with Unix operating systems to include installation, network configuration, and performance monitoring
Experience with license managers in Windows and Unix environments
Use of Windows Event Monitors in system analysis
Four (4) or more years of administrative support experience required

Help Desk Specialist Resume Examples & Samples

4-year college degree or equivalent technical training (with High School Diploma or equivalent) preferred
Mortgage Origination or Processing experience required
General Networking and PC hardware support
Microsoft Outlook, Windows 7 or higher, Encompass 360
Ability to work independently and effectively organize, prioritize and accomplish multiple tasks
Strong interpersonal and communications skills required
Minimum software or applications experience required/preferred
Minimum experience required using mobile technology

Help Desk Specialist Resume Examples & Samples

Diagnose, resolve, and follows up on issues relating to various user concerns
Assist in troubleshooting advanced technical issues within the network and telecommunications environments
Serve as a technical liaison to project managers
Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
Identify areas deserving attention in the technical support environment, and consults with management
Ensure tickets are accurately documented and resolved in a timely manner
Work within the team framework created by management and work with team members on assigned projects
Work after hours and at other NOAA facilities may be required periodically
Associate's Degree plus 4 year's relevant experience required
8 years of relevant experience in lieu of degree
Proven ability to lead a team
Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Visio and Project)
Must be highly detail-oriented
Must be organized, timely, and customer service oriented
Excellent oral and written communication and customer service skills

Help Desk Specialist Resume Examples & Samples

Responsible for processing Service and Work Order Request (SOR and WOR)
Construction of daily reports for Site Management
Capable of learning a data entry system (MRO) and using all applications within the system
Ability to communicate effectively with US Military
Create and manage databases; excel spreadsheets, word documents, powerpoint
Perform simple, routine, and repetitive administrative functions and complete routine reports and correspondence
Must be Proficient in Microsoft Office Applications (Word, Excel, Power Point & Outlook)
Must possess excellent English speaking and writing abilities
Possess a high level of professionalism and strong level of customer services
Be able to create good relations with colleagues and clients
Must have good organizational skills
Must handle and manage multiple tasks
Must be flexible with working hours
Typically, two (2) to three (3) years of experience in an administrative position

O&M Help Desk Specialist Resume Examples & Samples

Ability to identify, diagnose and resolve issues for users of various telecommunications services Strong customer service focus Knowledge of various telecommunications services and next generation mobility technology
Experience in an IT help desk or service desk environment
Understanding and experience in using an incident management system such as Remedy ITSM
High level of written communication and documentation skills
Skills to develop documentation for the team and user manuals for use by team members as well as for non-technical end-users

Help Desk Specialist Resume Examples & Samples

Respond to helpdesk tickets according to our SLA
Build and install new computer systems
Troubleshoot and repair workstation hardware and software
Support Tier 1 Shortel and voicemail Administration
Troubleshoot remote users by phone
Great service attitude
Experience performing hardware and software upgrades
Experience with phone systems a plus
Active participant in team projects and contribution and able to work independently or in groups
Ability to lift 75lbs

Help Desk Specialist, Meade Resume Examples & Samples

Work with DISA customer to ensure the weekly and monthly reports provide the value desired consistently
Support and classification of all incidents or requests including ticket creation, management, escalation and follow-up and technical assistance and support for the incoming queries and issues related to computer systems, software and hardware
Take holistic approach to managing the DoDCAF's Help Desk services
Ensure that all HD personnel are properly trained on the operation and management of VMware, Horizon View, and ensuring that all administrators can support remote customers
Provide weekly and monthly status reports to DoDCAF leadership

Telehealth Help Desk Specialist Resume Examples & Samples

3+ years of experience with scheduling and managing Skype for Business video sessions for clients
Experience with providing help desk support or customer service
Knowledge of healthcare appointment scheduling and patient intake processes
Ability to mitigate basic technology issues for providers and patients through managing a support line or system
Ability to use and manipulate Web and mobile applications with ease and educate stakeholders on how to use these products
Ability to work full time on the client site at Naval Hospital Jacksonville
Active Secret clearance required
BA or BS degree and 3 years of experience in a DoD environment or 7 years of experience in a professional work environment in lieu of a degree
Experience with working in the healthcare sector or a hospital or clinic
Experience with clinical training and business process flow
Ability to work in a fast-paced environment, including working with various stakeholders such as doctors, nurses, patients, IT professionals, and administrative support

Help Desk Specialist Resume Examples & Samples

Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems
Provides phone and in-person support to users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications
1-4 years of relevant experience
Ability to work independently or with a team
Provide leadership and guidance to others
Strong interpersonal skills to interact with clients from a business development andtechnical expert perspective
Must be able to obtain government security clearance, per contract requirements (DoD Clearance Level: Secret)

Help Desk Specialist Resume Examples & Samples

Manage Help Desk requests
Provide frontline computer trouble shooting / problem resolution
Process System Access requests
Coordinate hardware repair
Install and configure desktop computers and printers
Perform administrative duties (ordering supplies, receiving of equipment, and

Help Desk Specialist Resume Examples & Samples

Candidates must be US citizens or Green Card holders
2 years of recent relevant experience
Bachelor’s Degree in Computer Science or related degree (experience can be substituted in lieu of degree)
Proficient in Microsoft Office products
Experience in ticketing systems strongly preferred

Help Desk Specialist Resume Examples & Samples

Ensure a high level of end-user satisfaction through ownership, resolution and appropriate escalation of issues and support tickets
Provide strong technical resource and senior escalation point for numerous technologies, including Mac, Linux, network, and mobile device issues
Leverage and create tools and SOPs to improve team’s efficiency and productivity
Manage relationship with vendors for service repairs, orders, and maintenances

Help Desk Specialist, Associate Resume Examples & Samples

Monitor, track and prioritize assigned tasks and trouble tickets. Escalate where applicable
Assist with incident routing and assignment
Utilize CISCO Unified Provisioning Manager for VoIP telephony MACDs
Issue, troubleshoot and maintain inventory of RSA security tokens
Travel to other facilities, as required
Perform other duties, as assigned
HS & 4-6 years of experience
At least two (2) years experience with Windows OS and Microsoft Office desktop support
Experience with MS SCCM, MS SCSM, McAfee e-Policy, CISCO UPM and RSA security tokens

Help Desk Specialist Resume Examples & Samples

May install software or perform hardware testing remotely
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
5-7 years' experience required
Basic ability to work independently and manage one's time

Help Desk Specialist Resume Examples & Samples

Diagnose, resolve, and follow up on issues relating to various user concerns
Associate's Degree from an accredited college or university required (at least four years of equivalent experience considered in lieu of degree)
At least four (4) years of relevant experience required
Organized, timely, and customer service oriented
Adaptable, flexible and able to deal with ambiguity and change

Help Desk Specialist Resume Examples & Samples

Experience supporting Windows 7 operating system, Office application suite, and other applications
Mature approach with a focus on customer service, responsiveness, rapport- building, listening, and questioning skills
Ability to effectively handle and troubleshoot most calls related to hardware, software, and basic network functions
Persistence to pursue problems until they are solved
Balance and good judgment to know when to ask others on the team or escalate the issue
Staying up to date on the latest technologies which are part of the network you are assigned to support
This will require independent reading and learning of technologies; utilizing the existing SOP's and manuals to learn the software and functional aspects, along with help desk procedures of the network is required
Due to the high level of customer activity coupled with the requirements for quick, correct responses to end users, little mentoring and hands-on training will be available
All hours worked must pertain to the specific position of supporting the customer at the Help Desk
Required to work rotating on-call schedule
Provides resolutions to out of the ordinary issues for users
If unable to diagnose problem, will work with Systems Engineers to diagnose and resolve problem
Responds to tier two and higher trouble tickets
Ensures problem ownership and promotes end-user satisfaction
Closes activities of tickets assigned
Position requirements
Minimum of two (2) years previous experience in a professional environment with solid phone support skills
Minimum of two (2) years previous desktop support or call center experience
Exceptional ability and knowledge of PC, laptop and printer hardware configuration, deployment and troubleshooting
Security Requirements

Help Desk Specialist Resume Examples & Samples

Providing excellent customer service and technical guidance in support of our Zale store managers and Jewelry Consultants as they serve our retail guests
Taking calls from our stores, creating a trouble ticket, and documenting the incident
Diagnosing the store issue and troubleshooting the software/hardware/peripheral problems
Recommending a solution or resolving the issue immediately
Escalating unresolved issues to appropriate resolving groups via trouble tickets
High school diploma or equivalent is required; some college preferred
1-2 years’ technical Help Desk or Service Desk experience with demonstrated aptitude/skill in both software and hardware is required, to include

Help Desk Specialist Resume Examples & Samples

Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket. If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with
Assist users with account creation. accessing and using IT systems
Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
Receive, triage and route tickets to Tier 2 Help Desk according
Analyze, log and track. issue and problem tickets related to Intel ink application
Compile and organize data for monthly status reports
Provide trend analysis and metrics to the Government based on gather data and monthly status reports
Provide daily written and oral communications, make recommendations for improving documentation
Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
Update and maintain the Help Desk Handbook to stay consistent with current processes and
Procedures
Provide recommendation to the Government on issues/problems identified and reported in trend analysis
Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
Three (3) years demonstrated Help Desk experience

Help Desk Specialist Resume Examples & Samples

Assist users with account creation, accessing and using IT systems
Analyze, log and track issue and problem tickets related to Intel ink application
Provide daily written and oral communications, make recommendations for improving
One (1) year demonstrated Help Desk experience

Help Desk Specialist for Abis Resume Examples & Samples

Bachelor’s degree in a Technical, Math or Business discipline from an accredited college or University is required with One (1) year demonstrated Help Desk experience; Associates degree and Two (2) years of Help Desk experience
Three (3) years’ experience may be substituted for a Bachelor’s degree
Working Knowledge and experience with Remedy
Working Knowledge and experience with Active Directory
Current DoD 8570.01M certification (e.g. A+ CE or Security CE+)
ABIS experience

Senior Help Desk Specialist for Abis Resume Examples & Samples

Bachelor’s degree in computer science (CS), information systems or equivalent technical degree
5+ years of experience with installing, configuring, and maintaining operating system workstations and servers
5+ years of experience with Systems Administration
Experience with routers, switches, and network fabric
Microsoft Certified System Engineer or MCITP credential in both Microsoft Windows Server 2003 and 2008 or infrastructure environments
Cisco Certified Design Associate (CCDA) or Cisco Certified Network Associate - Routing and Switching (CCNA)
), or equivalent work experience
Or equivalent combination of education and experience
Must have demonstrated experience in technical workflow automation, troubleshooting, problem solving hardware and software issues, and reporting using a problem ticket reporting system (for example, ServiceNow or Jira)
Intermediate to advanced knowledge of commonly used concepts, practices and procedures within Microsoft Windows Server, Active Directory, Exchange Server, and mobile device management solutions
Understanding of domain/corporate IT environment including PC/Laptop setup and multi-function printing, including intermediate knowledge of network technologies (LAN, WAN, wireless) and VPN clients (Cisco)
Must have excellent written communication, oral communication and client interface skills. Must be an excellent team player and capable of interacting with a variety of technical co-workers, vendors and clients

Help Desk Specialist Resume Examples & Samples

Technical Help Desk Experience
Experience with Windows 7 and 8
Experience with Internet Explorer 8, 9, 10, 11
Strong Microsoft Office 2010/2013 skills
Experience with Voice over IP Telephony systems
Strong verbal communication skills

Help Desk Specialist Resume Examples & Samples

The Help Desk Specialists install, upgrade and maintain desktop and portable computer hardware, software, printers and associated equipment including Blackberry Handheld devices
Help Desk specialists use the automated trouble ticket systems to record actions taken to resolve and provide technical assistance to DMA end users
Help Desk Specialists assist with user password issues and access, ensure security compliance and accountability in system access and supports other user issues using documented standard operating procedures and in accordance with DMA best practices

Service Desk / Help Desk Specialist Resume Examples & Samples

Ensure incoming IT support calls are recorded accurately
High School diploma or GED and three years of experience in Microsoft Windows based enterprise environment with call center or service desk experience
Minimum DoD 8570 compliance IAT II – (GSEC, Security + CE, SSCP, or CCNA-Security)
A+, Network+

Help Desk Specialist, Biometric Watchdesk Resume Examples & Samples

Monitor unclassified as well as classified networks for the upload of biometric files and images to be manually submitted
Manually transfer biometric files, biometric images, and response files from one domain to another
Perform a two person review as well as a “dirty word search” on all cross-domain transfers from the classified network to the unclassified network
Answer user questions concerning biometrics, transactions, family-of-systems and other user inquiries
While working closely with the System Administrators, monitor system health and the current operational status of the biometrics repository(s)
Identify and correct, as able, files that error in the repository(s)
Categorize all Watchdesk submissions and follow industry-leading processes and established work flows for problem resolution
Write and update standard operating procedures for common and recurring Watchdesk tasks
Submit work flow documentation to the Government for review and approval and unresolved items that affect the design of the DoD system to the system Change Control Board for consideration
Utilize government provided automated tools to the maximum extent possible to capture trends, trouble call resolution status and track metrics to operate and maintain the 24x7x365 day Watchdesk
Generate both standard reports as well as ad hoc reports for specific customers or for all submissions
Remove biometric records from the repository(s) with proper Government approval and keep a record of the removal
Ingest the Watchlist into the database for updates on a routine basis
Provide the Government with a monthly Biometrics Watchdesk Metrics Report that identifies and tracks trouble calls, call resolution and other watch desk metrics
Review and analyze data to identify trends and provide recommendations for improvements and training as part of the Biometrics Watch Desk Metrics Report
Use existing automated help desk tools and continually assess new automated tools that can provide improvements to both users and the DoD authoritative biometric repository operations
Handle sensitive and confidential situations with demonstrated poise, tact and diplomacy
High school diploma or equivalent with 4+ years of related help desk experience
Experience with a variety of computer software applications such as Microsoft Word, Excel, Access, and PowerPoint
Knowledge of the DoD biometrics environment, customer knowledge base, data, domain knowledge, and policies to operate and maintain 24x7x365-day Watchdesk service operations of all DoD biometric systems submitting to the DoD authoritative biometrics repository(s)

Help Desk Specialist Resume Examples & Samples

2) Experience with troubleshooting Windows 7 and MS Office 2010
3) Experience with Active Directory (adding/deleting user profiles)
4) Ability to troubleshoot Citrix issues
Provide first line support for any information technology issues and problems
Identifies, researches, and resolves technical problems
Provide assistance by phone, GoTo Assist, in person, and using the ManageEngine ticket system
Document all troubleshooting steps within trouble ticket
Update the internal knowledgebase with issue resolution details
Perform password resets
Support desktops, laptops, tablets, smart phones and applications
Escalate critical incidents to Help Desk Manager
Escalate fully documented problems as required to Tier 2 and support teams
Act as a liaison between customers and Tier 2 teams
Quickly and accurately determine incident scope and impact
Follow up on tickets at pre-defined intervals until resolved

Help Desk Specialist, Principal Resume Examples & Samples

Manage staff availability to provide support coverage for multiple locations across continenttal US
Assist with development of processes and procedures to improve delivery of IT support
Assist with evaluation and selection of IT support tools and resources
Monitor, track and prioritize assigned tasks and trouble tickets
Analyze metrics and balance workload for the team
Resolve complaints and manage customer feedback to promote end user satisfaction
Provide additional Tier 1 and Tier 2 support
Ship/deliver IT equipment (must be able to lift up to 50 lbs)
At least five (5) years management experience
At least five (5) years experience with Windows OS and MS Office support
At least five (5) years experience in a service desk environment managing and resolving incidents/service requests
Bachelors degree and 6-8 years of related experience or 8-10 years in lieu of degree
Experience with Microsoft System Center applications (SCCM, SCSM, SCOM)
Experience with IT Service Management Tools (Remedy, ServiceNow, etc.)
Experience with ISO 20K Service Management (Incident, Problem, Change, etc.)
Experience supporting VPN connectivity
Experience with networking, including DHCP, DNS, IP reservation
Experience with Windows Server 2003, 2008 and/or 2012
Experience with mobile device support/management

Help Desk Specialist Resume Examples & Samples

Working knowledge of LAN and WAN topologies and architecture
Working knowledge of Server and PC operating systems - such as Windows 2008 and 2012, Windows 7 and 10
Experience configuring, implementing, and supporting MS Office 2007/2010/2013, anti-virus, back-ups and other various desktop applications
Working knowledge of PC hardware and components including processors, mother boards, accessories, cards, peripherals
Understanding of workstation installation, configuration, administration, troubleshooting, performance tuning, preventative maintenance
Knowledge including installation, and troubleshooting of Microsoft Office products, Adobe products, AntiVirus, Security Certificates, VPN, and mobile devices
Understanding of internet standards such as - DNS, SSL, DHCP, SMTP, SNMP, DFS and other protocols
Excellent verbal and written communication to all levels in the organization
Ability to interface with the public, technical and engineering personnel in order to discuss issues pertaining to problems, purchases or technical specifications
Must be a self-starter and motivated to see projects through to completion
Must be process driven
Must be familiar with ITIL framework
Microsoft /Cisco/VMware/ITIL certifications
5 yrs information technology experience
High School, Associates Degree or Technical School education
Certifications from recognized programs that indicate mastery of systems, tools, and techniques relevant to the assignment may substitute for some experience
Strong MS Office skills
Ability to think independently and know when to elevate issues for help
Attention to detail and accuracy in work produced; follow up strength to ensure customer satisfaction

It-help Desk Specialist Resume Examples & Samples

Strong customer service skills including verbal and written communications
Superior time management skills, including sense of urgency and proactive approach
Strict adherence to professional ethics
Abilility to work independently and in a team environment
Ability to work on and successfully complete multiple projects at the same time
At least two years of relevant technology experience in related technical environment preferred
Strong knowledge in Microsoft Office desktop application software
Bachelor’s degree in Computer Science or related degree
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
Please view Equal Employment Opportunity Posters provided by OFCCP here
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information

Help Desk Specialist Resume Examples & Samples

Help ensure a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets; maintain proactive and timely communication with customers via multiple mediums (voice, tickets, email, IM, walk-ups)
Manage small projects and provide technical leadership to junior Helpdesk technicians
Act as strong technical resource and senior escalation point for Cisco Unified Communications Manager, including Cisco Voice and Jabber Client integration on multiple operating systems
Develop tools to improve helpdesk efficiency and productivity
Develop and document processes and procedures for improving efficiencies and decreasing response times
Ability to work independently as well as part of a global team
Experience as a customer advocate
Well-organized self-starter
Ability to deliver on time
Ability to manage multiple tasks with minimal supervision
2+ years experience maintaining multiple operating systems, hardware and packages
4+ years experience in a customer-driven, results-focused Operations environment
4+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware
3+ years experience administering network and collaboration tools
Proven record of creating policies, procedures, and technical documentation
Demonstrated history of working on multiple projects simultaneously
Team-first attitude and strong interpersonal skills
2+ years experience maintaining Cisco voice products, endpoint troubleshooting and Real time monitoring
High level of competence with Cisco Unified Communication Manager and associated tools
Knowledge of bulk account management, device and user management and creation
Strong knowledge of networking fundamentals and protocols (CCNA Voice or equivalent level of experience)
Strong knowledge of Microsoft Active Directory

Help Desk Specialist Resume Examples & Samples

Providing phone support to users of legacy business applications by serving as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, etc. problems
Establishing, configuring and administering all customer accounts for the internal systems including administrative support regarding user accounts and privileges for legacy business applications
Monitoring a Remedy service account for trouble tickets created and forwarded by external agencies such as DHS Service Desk
Coordinating with application developers and testers to identify and assign issues to the proper team for research and resolution
Tracking all trouble tickets through resolution
Providing periodic reports to Information Technology Division management, including metrics on quantity of trouble tickets, time to resolution, etc

Help Desk Specialist Resume Examples & Samples

1) provide technical assistance and support for incoming queries and issues related to customer systems
2) respond to queries either in person; via written communication; or over the phone
3) coordinate access control to the systems and maintain access control documentation
4) ask questions to determine nature of the problem
5) walk customer through problem-solving process
6) track requests from query to completion and provide monthly statistics
7) follow-up with customers to ensure issue has been resolved
8) work cohesively with development team to troubleshoot issues

Help Desk Specialist Resume Examples & Samples

Diagnose, research and resolve technical issues relating to various user concerns
Utilize standard technology such as telephone, email, and web browser to complete work tasks
Document, track and monitor technical problems to ensure a timely resolution
Record daily activities and transactions by documenting details of inquiries, incidents, comments and action taken
Receive and track the trouble tickets and assign them to a technical specialist
Associate's Degree from an accredited college or university required, equivalent experience considered in lieu of degree
At least two (2) years of relevant experience required
Experience in Customer Support or Call center support required
Knowledge of and the ability to monitor logs and scheduled events, and report on problems/anomalies
Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
Ability to work well under pressure and to meet deadlines as needed
Ability to remain in a stationary position for an extended period of time
Experience with and/or ability to use call center telephony equipment

Senior Help Desk Specialist Resume Examples & Samples

At least 4 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
PC/workstation hardware
Help desk
PC/workstation software
Hand-held device software

Senior Unix Help Desk Specialist, Tier Resume Examples & Samples

Bachelor's degree and a minimum of nine (9) years of related experience or additional work experience in lieu of a degree
Solid Unix skills with a focus on customer service
Working experience with the IGC tool suite (Informatica, Teradata, WebLogic is a plus
Linux scripting and/or Python
Experience with troubleshooting and problem solving
Basic SQL, ETL, Business Objects and understanding IGC architecture are a plus
Troubleshoot and resolve application and infrastructure problems that impact the functionality of IGC to include troubleshooting the IGC tool suite
Diagnostics, isolation and referral of COTS related problems
Perform system configuration changes
Coordinate with Level I and Level III Help Desks and track level II tickets through closure
Exercise Control Management responsibilities include activating required exercise feeds to support the specific exercise requirements in coordination with USTRANSCOM J3 Directorate
Monitor exercise status and coordinate with exercise data providers and IDE
Establish user account permissions to access exercise data

Help Desk Specialist Resume Examples & Samples

Perform patching of ticket management system and perform Remedy System Administration
Three to Five (3-5) years of experience required with at least 4 years of experience using Remedy
Execute scripts, answer calls, troubleshoot/resolve/and or escalate technical issues, open and close tickets, correlate events and incidents for management of Information Technology Services
Five years’ experience in Information Technology required including at least 3 year of customer service experience in IT
Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks
Operates with appreciable latitude in developing methodology and presenting solutions to problems
Contributes to deliverables and performance metrics where applicable
High School diploma and Security + Certification

Help Desk Specialist Resume Examples & Samples

Experience with both Mac and PC Environments
Good Customer Service Skills
Advanced desktop support skills
MS Office 2013
Setting up and supporting conference rooms
Add/remove computer to domain
Add/remove users to computers
File sharing
Print sharing
Windows XP SP310.7, Windows 7 configuration, maintenance
Patch management
Application level troubleshooting
TCPIP
WINS
LDAP
Knowledge of LAN/WAN infrastructure
Operating System
Computer hardware
Assisting users, user support and vendors at tier 1, and 2 levels as required by the issue
Analytical thinking and problem solving

Com-f Junior Help Desk Specialist With Secret Clearance Resume Examples & Samples

Provides technical support to users for basic computer related technical problems. Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue
Experience with solving computer-related problems
Customer Service Experience required
Experience with Call Tracking System required
A+ certification required
Experience with the following desired

Help Desk Specialist Resume Examples & Samples

Answers Service Desk phones in a timely and efficient manner. Answers phones quickly and responds to the caller in a professional manner
Enters, updates, and closes calls in Magic call tracking system. Opens a new call record describing the problem for each new call received. Updates and closes open calls when the problem is resolved
Places hardware service calls when appropriate. Accurately determines when hardware service is required and place calls to service vendors describing the failure and the steps taken to determine the failure
Follows up with our restaurants and service vendors to ensure prompt service delivery
Practices clear, correct verbal and written communication skills with our users and service organizations
Resolves most non-maintenance problems with an accurate knowledge of system procedures and tools
Demonstrates teamwork with Senior Specialists, the Support staff, and upper management. Communicates and follows through on any job or task assigned by second level support staff in a timely and accurate manner. Keeps management informed of important issues and follow proper escalation procedures
Maintains a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to help our callers. Practice excellent customer service skills
Keeps abreast of the latest hardware and software developments offered by Restaurant Systems. Establish a thorough knowledge of the systems and procedures used by all concepts
Experience using standard word processing and spreadsheet software
Excellent communication skills - written, oral and telephone
Strong analytical skills & detailed oriented
Strong organizational and follow-through skills
Ability to handle multiple tasks in a fast paced environment while using sound judgment to make accurate, efficient decisions
Must be flexible to work nights/weekends in a 24 hour/7 days a week operation
Bachelor’s Degree in Computer Science, Information Technology or related field

Senior Help-desk Specialist Resume Examples & Samples

Provide customer support, deskside support, network operations and troubleshooting
Assist with IT asset management, software installation, and testing
Provide systems engineering, training, VIP support, mobile device support, and after hours support
Provide OCONUS location support to Guantanamo Bay Cuba and coordinate through the NCR technicians' onsite at OMC
7+ years of IT support desk experience
7+ years of Windows administration experience
7+ years of project management experience (NOT REQUIRED)
3+ years DOD experience
Windows 7 (Experience supporting Classified workstations)
Active Directory (Manage users, groups, and workstations.)
Configure network file permissions
Knowledge of VTC and other video technologies
Ability to travel to GTMO (Cuba)
Microsoft Certified IT Professional (MCITP), MCP, or MCTS
CompTIA Security+
Some experience with CaseCatalyst 13, Dragon, ForTheRecord (FTR), Concordance Image, TimeMap8, and CaseMap

Help Desk Specialist Resume Examples & Samples

Assists with technical support issues and responds to all problems in a timely, courteous manner
Troubleshoots, isolates, documents, and resolves problems reported by users; organizes problem resolution based on type and severity of outage
Informs users of progress and recommends method to eliminate multiple calls on previously reported problems
Identifies problem trends and makes recommendations to management in order to minimize ongoing issues
Assists with hardware and software installations
Builds and maintains PC systems; performs quality analysis and follow-up
Sets-up and deploys company mobile devices; troubleshoot sand resolves mobile issues
Assists with 1st and 2nd level support after normal business hours for all critical network systems
Identifies and differentiates between hardware and software problems to assist with problem identification and resolution
Initiates network troubleshooting and determination of appropriate escalation path
Communicates accurate technical information to management, support staff and users
Deploys and troubleshoots issues with VoIP Telephone system
Resolves and works proactively on virus issues and initiatives
Responds to a rapidly changing technical environment and the requirements of the user community
Keeps current and knowledgeable on all corporate approved software, as well as general technological advances
Manages projects as assigned by the Helpdesk Manager
2 - 4 years related work experience, minimum of 1 year experience in microcomputer hardware and peripherals repair and maintenance with previous exposure to a Microsoft network environment preferred

Help Desk Specialist Resume Examples & Samples

Provides Help Desk support during routine work hours
Receives calls from customers, analyzes their needs, enters respective caller details into a trouble ticket system, provides follow-up on unresolved tickets after a designated time frame
Maintains basic level of technical skills required to provide customer support
Prepares standardized and specialized reports using the trouble-ticket system
Assists in preparing standardized procedures to common customer problems

Help Desk Specialist Resume Examples & Samples

Provides phone and in-person support to end users on a variety of Information Technology related issues
Documents and tracks the details of the problem, both status and resolution, within the help desk tracking application
Follows through and communicates with the user while working the problem and ensures successful and timely completion of the problem
Provides assistance with division office moves
Administer user accounts for several different computer systems
Completes work orders
One year certificate from college or technical school; or three to five years related experience and/or training; or equivalent combination of education and experience
Must have extensive experience with Microsoft Windows 7/8 Operating Systems, Microsoft Active Directory, Microsoft SMS/SCCM, Microsoft Exchange 2007/2010, Microsoft Lync, Microsoft Print Services, Microsoft Office 2010/2013, Microsoft Forefront Virus Protection, Citrix Metaframe functionality and ICA clients
JDEdwards experience preferred but not required
AS/400 experience is a plus
Experience with Radmin/VNC/Dameware or other remote connectivity software a plus
Experience with Zeacom, Capterra, Aspect or other call center IVR software a plus
Windows phone support
Experience with Avaya IPO/PBX a plus
A+ and/or MCICT,MCITP , MCP, MCDST, XP/MCP certifications, Dell Hardware (laptops, desktops and printers) not required but a plus
Must be able to work in a computer data center or around several running computers
Must be able to troubleshoot computer components

Mid Level Help Desk Specialist Resume Examples & Samples

Oversee the daily performance of computer systems and networks
Respond to requests for technical assistance in person, via phone, electronically. Advise user on appropriate action
Detects, isolates, documents, quickly reports, and resolves system outages, or problems encountered during operations, which includes the collection of diagnostic data, restoring the system operation, development of workarounds, and other activities necessary for recovery of a system
Specify users and user access levels for each system
Diagnose and resolve technical hardware and software issues
Approve, schedule, plan, and supervise the installation and testing of new products and improvements to computer systems
Coordinate deployment of workstation software, communications services and equipment, server replacements and upgrades, and other IT changes
Plan, coordinate and implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure
Follow standard help desk procedures
This is a grade/level E02 position which requires a BS Degreeand 2 years OR possess the equivalence of 10 years direct experience in lieu of a degree
Computer System maintenance and troubleshooting
Knowledge of system and network performance monitoring
Knowledge of relevant problem tracking applications
Comprehension of customer service practices
Follow processes and procedures for resolving system anomalies
Problem analysis
Verbal and written communication skills, including maintenance of detailed problem tracking information
Must have a current DODI 8570.01-M IAT Level I Certification or must obtain the certification within first 60 days of employment
System administration experience to include UNIX, Linux, and Windows platforms
Knowledge and understanding of Enterprise Management Systems to include HP SM9
Certification from Help Desk International
IP address management

IT Help Desk Specialist Resume Examples & Samples

Maintain User workstations consisting of Windows 2000/XP, Office 2000/XP/2003. Knowledge of additional software a plus
Maintain Servers on multiple individual networks to include Exchange 2000/2003, 11S 6.0, Windows 2003 Active Directory, Brightstor Arcserve for Windows
Maintain Cisco Routers and switches used for network connectivity
Use of Active Directory and Global Policies for account management and overall network security
Use of in house Audio Visual System, to include setup of presentations from external sources
Setup and maintenance of Phone system
Provide Web site support and limited connectivity to other JT&E Programs
Setup/Maintain Office printers/copy machines
Operate/maintain Defense Message System (DMS)
Answer Help Desk line and respond to customer requests
Knowledge of the JT&E Program
Web page development
Understanding of Security Procedures for Classified storage and information dissemination
Brightstor Arcserve Backup
Cisco Router and Switch Configuration
Additional Software required by the programs.. Adobe Office Suite (Photoshop, InDesign, Acrobat), Corel Draw, WinZip, Netscape, Symantec Anti Virus/Mail Security for Exchange. * Understanding on Email Gateway configuration as well as Front End/Back End Exchange Configurations
Oracle Server setup and maintenance (physical hardware, not running the actual Oracle Database)
Joint duty or active participation in a joint duty assignment is a plus

IT Help Desk Specialist Resume Examples & Samples

Provide first contact and incident resolution to customers for incoming requests and issues related to software, hardware, and business applications
Diagnose and resolve technical hardware and software issues via phone, electronically, or in person
Monitor help desk tracking system for new requests, escalate requests when applicable, and assign tasks to appropriate help desk members
Promote customer self-help capability by creating newsletter articles, FAQs, job aids, technical documentation, and training materials
Prepare and present training, demos, and drop-in sessions
Provide documentation for requests, issues, and resolutions
Propose verbal and written recommendations and solutions to IT issues through research and personal knowledge
Describe workflow processes verbally and visually using flow charts or diagrams
Understand IT project timelines and clearly articulate project goals
Prepare and report help desk metrics to management
Research and evaluate new products and technologies that are of interest to the IT department or OSA community
A Bachelor’s or Associate’s Degree in technology OR equivalent education in related field plus 2 years of hands-on work experience in the IT industry
Current working knowledge of computers, printers, laptops, Windows OS and common windows applications
Proficiency in Microsoft Office Suite
Strong customer service and communication skills
Ability to communicate effectively, both orally and in writing, and ability to communicate complex technical concepts to IT and non-IT audiences
Excellent inter-personal skills and ability to work independently and as part of a team
Two to five years of experience on multiple platforms
Familiarity with KACE, SharePoint, Checkbox Online, or similar products
Demonstrated ability to build effective relationships across diverse internal and external groups
High potential for strong and immediate contributions

Help Desk Specialist Resume Examples & Samples

Responding to and diagnosing problems through discussion with users
Ensuring a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
Supervising operation of help desk and serves as focal point for customer concerns
Providing support to end users on a variety of issues
Responds to telephone calls, email and personnel requests for technical support
Provides second-tier support to end users for either PC, server, or mainframe applications or hardware
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
Recommends systems modifications to reduce user problems. - Will respond to moderately complex or non-routine user questions on a variety of systems issues
Document problems and resolutions through a tracking program
Supporting shift work
Minimum one year supporting help desk activities; responding to moderately complex or non-routine user questions on Solaris-, UNIX-, and Windows-based computer systems
2+ years related experience
Experience using a problem tracking program, for example, Remedy or Service Now
Experience supporting Intelligence, DoD, or DHS Customers
Experience supporting applications in a virtual environment
Experience working with an Agile development team
Basic network engineering and configuration experience

Email Help Desk Specialist Resume Examples & Samples

High school diploma or equivalent; 2 years of college preferred
Strong analytical skills and ability to apply those real-time
Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
Excellent problem solving and decision making skills
Excellent oral and written communication skills and interpersonal skills
Dependability regarding completion of assignments and attendance
Strong knowledge of customer care processes and techniques
Dedication to providing exceptional customer service
Self-motivated to achieve greatness in a fast-paced work environment
Knowledge of golf and tee times distribution preferred

IT Help Desk Specialist Resume Examples & Samples

Providing remote tier 1 & 2 IT hardware and software support to restaurants, regional office and regional users
Ensuring IT issues are escalated to the appropriate level IT Support team members when necessary
Obtaining end-user information and logging all incoming calls and emails into appropriate ticketing system
Serving as liaison to various departments within Chipotle to provide assistance and access to store financials and customer records
Working a dynamic schedule through an on-call rotation process seven days a week
Ensuring restaurants and regional users are completely satisfied with IT support services
Serving as point of contact for other members of IT
Following up on open issues via phone, email or ticketing system
Attending monthly store visits with local Regional IT Support Specialist/IT Support Manager
Participating in educational opportunities and obtaining job related certifications
Have excellent customer service, organization, and communication skills
Possess strong process management skills
Understand software, hardware, telephony and connectivity
Have an A.A. in Computer Science, or an equivalent in education and experience, with six (6) months or more experience in a help desk environment; A+ certification and HDI certification preferred
Be able to acquire data, multi-task, work independently and focus on objectives while being detailed oriented
Possess strong problem solving skills
Have experience with issue management and facilitation
Enjoy minimal travel

IT Help Desk Specialist Resume Examples & Samples

Previous experience working in a help desk/technical atmosphere required
Intermediate technical PC skills including knowledge of operating systems, networking, and/or hardware required
Knowledge of mobile devices and 'shrink wrap' technology preferred
Must be detail oriented and have strong communication, customer service, analytical and problem solving skills
Ability to maintain confidentiality is essential
2+ years related work experience required

Help Desk Specialist Resume Examples & Samples

Associates Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification. Prior Army or Army Recruiting experience is a plus
Knowledge of ISO/ITIL processes and documentation standards a must
Secondary certification relative to the Computing Environment (A+, Microsoft)
Basic Hardware and software troubleshooting

Help Desk Specialist Resume Examples & Samples

2 years’ experience providing PC troubleshooting and desktop application assistance over the phone
Experience providing end-user computing support for Microsoft Windows XP, Vista, and Windows 7
Associates degree or equivalent work experience
Experience using remote desktop technologies to provide remote end-user assistance
Experience with system imaging technologies and file system partitioning tools
Experience providing end-user desktop support for Apple hardware and the Mac OS X operating system
Experience with remote software distribution technologies for Windows operating system. (e.g., AD published MSI files, WSUS, SCCM, Live)
Previous work experience supporting Microsoft Windows in a corporate or academic environment
Previous experience supporting Linux desktops
Previous experience supporting Mac OS
Recent Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Certified Technology Specialist (MCTS)

Tier, Help Desk Specialist Resume Examples & Samples

1+ years of helpdesk/systems experience (Required)
1-3 years experience and an A+ certification. Tier 1 support
A+, Network+, or Security+ certification (Required within six months of hiring)

Help Desk Specialist Resume Examples & Samples

Master’s degree and 5 years of experience, Bachelor’s degree and 7 years of related experience, or High School and 11 years of related IT experience
Must have at least 5 years of experience in providing Help Desk support in an MS Windows environment: Troubleshooting call-in, desk-side, and server-side IT hardware and software problems; developing related procedures and knowledge base; coordinating and performing activities for operating system and server refreshment projects; providing training on newly implemented technologies and systems
Must be a US Citizen or US Permanent Resident (Green Card holder)
Must be able to obtain and maintain a US Position of Public Trust
Microsoft MTA, MSCA, and/or MCSE certifications
MS-Office Suite expertise
HP-Service Manager familiarity
Customer management skills
VMware familiarity

Help Desk Specialist Resume Examples & Samples

Gathers data and provides basic troubleshooting techniques for all computer software and hardware issues
Ability to apply basic analytical skills and present facts to ensure proper problem determination
Resolves all basic technical support issues, tracks and documents pertinent information in a timely manner according to Standard Operating Procedures
Utilizes available tool set to monitor, identify and resolve basic problems
Escalates issues within Service Level Agreements, follows up and updates customers on status inquires
Partners with ICT and business contacts and effectively communicates relevant ICT company related matters to ensure rapid resolution
Emits a positive, enthusiastic service attitude at all times and understands how to handle difficult situations using proper discretion and respect
Complies with all specified department, unit and Help Desk Best Practices processes, goals and metrics
General understanding of the various lines of business within the Crawford entity, their function and importance to ensure solutions align with business needs
Upholds the Crawford Code of Business Conduct at all times
May be required to be the designated on call person to handle problems after normal business hours/and or during weekends utilizing a pager or cell phone as well as schedule change assignments
Participates in special projects or performs duties in other areas as requested

IT Help Desk Specialist Resume Examples & Samples

Operate as the first contact for all internal technical support requests via email, phone & in person
Respond to requests from staff requiring assistance with issues relating to desktop computing and telephony on both Macintosh and Windows (80/20) workstation hardware and software, application support, and connectivity issues
Full Microsoft Office 365 service administration including; OneDrive, SharePoint, Exchange, Groups, Mail, Calendaring
Administer file services both locally and in cloud services
Video conferencing, desktop and softphone configuration and deployment.Inventory and procurement hardware and licensing
Remote administration via online tools to deploy software applications and technical solutions
Printer configuration and support
Assist coordination of office renovations and new builds
Work as part of an international team of “Solutionators” to provide top tier technical and customer service to our community of incredible staff spanning the globe
Ensures staff are kept informed of time delays associated with the problem resolutions, the nature of the problem or the volume of outstanding issues requiring resolution
Meet with IT management on a regular basis to discuss, evaluate, and implement any change to services that may be required
Work with IT management to ensure operating efficiencies are met and maintained throughout the organization
*QUALIFIED APPLICANTS MUST HOLD APPROPRIATE CITIZENSHIP OR DOCUMENTS PERMITTING THEM TO RESIDE AND WORK IN CANADA***

Help Desk Specialist Resume Examples & Samples

Two years experience in customer service / help desk related position
A+ or Network+ required
Comptia Security+ required 180 days after hire date

Help Desk Specialist Resume Examples & Samples

Bachelor's Degree (or internationally comparable degree) – Preferred
Bachelor’s Degree (or internationally comparable degree) – Computer Science or a related field - Preferred
A+ Certification – Preferred
Experience with Networking Technology – Preferred

Help Desk Specialist Resume Examples & Samples

A minimum of 2 years customer service experience in a client service or help desk environment (equivalencies may be considered) – preference will be given to candidates with banking or financial experience
Working knowledge of the Bank’s core systems, desktop and user applications (Temenos T24, Windows 7, Office 2010)
Strong experience in ticketing systems (i.e. ServiceNow, Remedy, FrontRange)
Aptitude for information technology and a strong desire to learn
Provide end users with quality support by providing first level incident resolution, including moderately complex issues requiring analysis and in-depth systems and application knowledge
Accurately record all incidents in ServiceNow and escalate where required
Provide support to Help Desk Specialist I with resolution of tickets/issues
Administer user accounts and groups, including but not limited to Temenos T24, Active Directory, Exchange, Doxim, Sun GL and WAVE
Assist with documenting and maintaining knowledge base articles/documentation for support staff and end users
Assist with relatively simple projects involving Banking Operations, Infrastructure Operations, End User Computing, Application Maintenance Support and Service Management

Help Desk Specialist Resume Examples & Samples

Working knowledge of fundamental operations of relevant software, hardware and other equipment (Windows 7)
Knowledge of service desk ticket tracking applications (Microsoft System Center Service Manager)
Knowledge of virtual desktop environments a plus
Knowledge of network printer support a plus
This position requires a Top Secret clearance, with the employee clearable to SCI w/ Counterintelligence Polygraph
Experience working in an environment with multiple networks of varying classification
CompTIA Network+ Certifications

Help Desk Specialist Resume Examples & Samples

1+ year of Help Desk experience
College Degree in a related field
Working knowledge of SharePoint
Microsoft Office/Suite proficient (Access, Excel, etc.)
Experience supporting a Retail corporation

Help Desk Specialist Resume Examples & Samples

High school diploma or general education degree (GED) required
Excellent customer service, interpersonal, and organizational skills
Ability to work in a fast paced changing environment
Good analytical and communication skills, sound judgment, and the ability to work effectively with customers and other IT staff
Must be dependable, reliability, and a self-starter
Must be a results oriented, team player
Excellent decision making and problem solving skills
Understanding of Windows based applications
Familiarity with relevant Operating Systems, Microsoft products, and Networking
Experience with Internet Explorer, Google Chrome, and Mozilla Firefox browsers
Ability to recognize priority issues and escalate accordingly
Translate technical terms into non-technical language when working with customers
Understanding of computer terms and acronyms
Ability to learn, document, and train new processes and procedures
Experience with Peregrine Service Center, Heat or similar ticketing systems
Experience with printers, Desktops, Laptops, Tablets, and other Smart Devices
Daily work hours - Monday through Friday 9:30AM - 6:00PM
Bachelors degree in Computer Science or Management Information Systems, or similar discipline preferred
2 - 3 Years' experience in providing end user technical support
Willing to work shift rotations until 9:00PM, Saturday 8:00AM - 2:00PM, and Holiday hours as needed

Operations Help Desk Specialist Resume Examples & Samples

Demonstrates a technically proficient technical knowledge in the functionality of several of the following products
Analysis and reconcilement of various reports daily; online banking, funds transfers, etc
Maintains a good working relationship with bank employees. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization
Additional duties as required
2-5 years: Specialized experience, specifically in banking: operations, retail, branch operations, balancing, reconciling
2-5 years: General experience

Help Desk Specialist Resume Examples & Samples

Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements at a moment’s notice, sometimes in very stressful situations
Provide desk-side information technology support to U.S. Army war- fighter customers/users at a military installation
Must correspond professionally and promptly with co-workers and supervisors, in person, verbally and in writing
Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others
CompTIA Security+ certification earned before 2011 with enrollment in their Continuing Education program OR a CompTIA Security+ certification earned on or after 1 January 2011 with automatic enrollment in their Continuing Education program AND at least one additional related computing environment (desktop OS) certification. Examples: MCITP (Enterprise Desktop Support Technician), A+, MCDST, MCP or HDI Desktop Support Technician

POS Help Desk Specialist Resume Examples & Samples

Good troubleshooting and diagnostic skills are a must
Basic knowledge of PC hardware, SQL and networking is preferred
Ability to work some evenings and weekends and to travel to stores
Must maintain a current, valid driver’s license
A+ certification or other PC certificates helpful, but not required
Prior Help Desk Support is also helpful

Help Desk Specialist Resume Examples & Samples

Manage small projects and provide technical leadership to Helpdesk administrators
Provide a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets; maintain proactive and timely communication with customers via multiple mediums (voice, tickets, email, IM)
Act as a strong technical resource and escalation point for multiple technologies, including Mac and Linux desktop systems
Extensive Experience as a customer advocate and Technical Lead as part of a global Help Desk staff
Experience supporting a high tech and software development environment
5+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware
4+ years experience maintaining Linux operating systems, hardware and packages
3+ years experience administering Mac\Windows client operating systems and packages
High level of competence with Mac OS, Windows and Ubuntu Linux operating systems
Knowledge of packaging, scripting and automation
Strong knowledge of networking fundamentals and protocols (DHCP, DNS, HTTP, basic switching)
Microsoft, Linux and Mac Certifications are desirable but not essential – actual on-the-job experience is key

Help Desk Specialist Resume Examples & Samples

Five years’ experience in Information Technology required including at least 3 years of customer service experience in IT
Journeyman- Possesses and applies expertise on multiple complex work assignments
Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks

Help Desk Specialist Resume Examples & Samples

Perform help desk functions, including tracking help desk tickets, assigning help desk tickets to other organizations, and collecting necessary information to populate help desk ticket fields
Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
Provides support to end users on a variety of issues

Help Desk Specialist Resume Examples & Samples

Responds to Help Desk calls and tickets. Resolves technical problems. Follows documented procedures and records activities properly in the Help Desk service management system
Participates in Bank projects including the setup of new branches and the conversion of acquired branches
Prepares documentation for disgnosing and resolving new problems. Assists in the preparation of new procedures
Escalates significant incidents and provides periodic updates through resolution
Updates system access rights on internally and externally operated systems for Bank personnel and contractors. Supports the setup access rights for new hires, transfers and return from Leave of Absence. Disables access rights for terminations and people going on Leave of Absence
Assists with replacing or repairing failed equipment from time to time
Performs other duties which may be assigned from time to time
Bachelors Degree or higher in a Compter Science discipline
Certification in Microsoft network computing technologies such as A+ or MCP Certification in Help Desk Management -- HDI
Experience using a Service Managemenmt software such as Remedy, HelpStar/ServicePRO or ServiceNow
Experience working on a Help Desk
ITIL Certified or experience in ITIL service delivery

Help Desk Specialist Resume Examples & Samples

Provide Tier 1 help desk support for AFRC personnel to report incidents and make service requests for services and applications
Provide coordination and distribution of outage notices, center wide emails, and overhead paging
Provide conference room schedule and set up support; coordinate customer audio/visual and room configuration requirements
Provide assistance with training, outreach, and documentation efforts for end-user services and applications
Provide Operator service for the AFRC main phone line. Redirect callers as needed to the correct person/office
Submit tickets in support of on/off boarding of employees
High school diploma or equivalent (technical school training)
1-2 years directly related work experience
Experience working in a call center environment
Ability to clearly make announcements via a public address system
Good communication skills, both verbal and written
General knowledge of Windows and Mac IT systems
US Citizenship is required for this role on Edwards, AFB
IT troubleshooting experience with software and/or hardware issues
Experience utilizing a help desk ticketing system
General knowledge of Microsoft SharePoint

100

Help Desk Specialist Resume Examples & Samples

Troubleshoot, resolve or escalate problems or incidents correctly and document all of the foregoing
This role will primarily be taking remote access and non-clinical calls for the help desk
Typing skills 25+ words per minute
Able to spend considerable time on the phone
Ability to install/configure “off the shelf” applications
Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.)

101

IT Help Desk Specialist Resume Examples & Samples

Responsible for providing the first-line of telephone technical support of hardware, systems, and software applications for customers and/or employees
Answers questions about installation, operation, configuration, customization, and usage of assigned products
Applies diagnostic techniques to identify problems, investigate causes and recommend and implement solutions to correct common failures
Provide remote support and trouble shoot issues with customers to resolve issues
Escalates complex problems to higher level of expertise within organization
Previous computer technical support experience preferred. A+, MCP, Dell or other industry identified certifications are preferred but not required
Active Directory, Expert
Microsoft SharePoint Services, Expert
Microsoft Exchange, Expert
Microsoft Office Communication, Expert
Microsoft Unified Communications, Expert

102

Help Desk Specialist Resume Examples & Samples

Use of a variety of resources including co-workers, support teams, knowledgebase, etc. to resolve customers’ technical issues
Provide excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment is a must
Explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications
Be able to quickly learn support skills for new applications
Effective time management and project management skills are expected
Scope of support may be limited to a specific subset of calls
Must maintain a positive and supportive attitude while working in a fast-paced and continuously-changing environment
Have an upbeat personality as well as a proven balance of outstanding customer service/focus and strong technical expertise to be able to provide an exceptional customer experience
Previous call center/phone support experience in a technical/customer support role preferred
Ability to work well independently as well as with others in a team-based environment
Knowledge or experience in remote access, multi-factor authentication (RSA) and/or mobile device management (AIRWATCH) and Windows 10 is also helpful
H.S. Diploma / GED and 4+ years of experience in an IT or call center environment and 2 years of experience in a customer service position; OR Associate's degree with 2 years of experience in an IT or call center environment or a Bachelor’s degree

103

Help Desk Specialist Resume Examples & Samples

Provide customer event support in a fast-paced environment with minimal supervision
Maintain logs, records and files
Develop, draft, write and edit reports and briefs
Provide end-user support
Prepare and/or maintain documentation, procedures and methods, including user references
Escort personnel during events

104

Help Desk Specialist Resume Examples & Samples

Excellent verbal and written communication skills in language to be supported
Experience in troubleshooting in a technical environment
Software and hardware knowledge of computing, storage and peripheral devices
Understand the customer to be an advocated for the customer

105

Help Desk Specialist Lognet Resume Examples & Samples

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside
Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product
AA or equivalent + 0 yrs experience
Must have an active Secret Clearance
Must have an IA Level 2 (Security + CE) certification

106

Help Desk Specialist, Associate Resume Examples & Samples

Provide support for the Executive Office for Immigration Review
Troubleshooting and ultimately resolving end user issues via phone or in person
If unable to diagnose the problem in a timely manner and/or the problem requires physical interaction the issue will be escalated to another support tier
You will open, track and close issues utilizing the Service Manager ticketing system as well as ensure that the issue is resolved in a timely manner and provide updates throughout the process while you are working this issue
Customer service experience is highly desired as this is a highly used skill set for the position

107

Help Desk Specialist Resume Examples & Samples

Completing common work orders
Address and resolve basic incidents and requests
Dispatching work orders
Log all incidents and requests
Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
Engages other Help Desk resources or appropriate IT resources to resolve incidents that are beyond the scope of their ability or responsibility
Provide phone support
Customer Service Skills
4-year Bachelor Degree
2-years Call Center experience

108

Help Desk Specialist Resume Examples & Samples

Answer and respond to customer phone calls and emails
Create and manage tickets in Remedy
Resolve users’ issues; primarily related to email, account passwords, network connectivity as well as requests for information
Create SOPs and other documentation as needed
Provide first level problem resolution on the telephone with users
Walk the user through a series of steps to determine problem and classify level, priority and nature of problem
Dispatch field engineers from appropriate team to diagnose problem and/or problem requires physical interaction with end user
Open, track, and close trouble tickets
Track activities of field engineers to whom tickets were assigned

109

Help Desk Specialist Resume Examples & Samples

C4I Systems Helpdesk Specialist will support a high-volume Naval Command, Control, Communications, Computers, Intelligence (C4I) Service Center
He/She will perform basic troubleshooting methods to remotely isolate Fleet problems from a system level perspective to a sub system resolution
Candidate will document precise details of system problems for analysis by Tier II or Tier III support elements
He/She will also perform Service Center Trouble Ticket status checks with both internal and external customers
Candidate will process user account access applications for higher level review and approval
He/She will perform password resets as required
He/She will be expected to work independently to solve problems quickly and completely
Candidate will be on-call over weekends on a rotational basis with other team members and may be required to work extended hours, as needed
An Associate's degree from an accredited institution in engineering, information technology, or a related technical field is a plus
A valid High School diploma or GED and at least three (3+) years related experience in information technology and/or C4I systems support is required
Must be professionally proficient with Microsoft Office and other common business software applications
Must be knowledgeable of standard network security and information assurance concepts, practices and procedures
Prior experience as an operator, systems administrator, or maintainer supporting Naval C4I systems and subsystems (Global Command and Control System Maritime (GCCS-M), OR Naval Tactical Command Support System (NTCSS) is highly desired, but not required
Familiarity with the Remedy AR Help Desk tick generation software is also desired, but not required. Current DoD 8570 baseline certification, equivalent to IAT II (or higher)
Examples include: CompTIA Security+, GIAC Security Essentials Certification (GSEC), and ISC2 System Security Certified Practitioner (SSCP)

110

Help Desk Specialist Lognet Resume Examples & Samples

Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists
Must have an active Secret clearance
Must have an IA Level 2 - Security + CE

111

Help Desk Specialist Resume Examples & Samples

Escort non-ManTech personnel supporting ManTech IT equipment/services
Install and provide desktop support for Windows Operating System, Microsoft Office and Adobe software
Utilize McAfee e-Policy to Encrypt workstations
Write and edit knowledgebase articles for both end users and technical analysts to resovle common issues
A+, Security+ or Network+ Certification

112

Help Desk Specialist Resume Examples & Samples

Provide first-level remote IT services or assist in the delivery of higher level services to our customers Properly enter all calls into the helpdesk system
Ability to use remote desktop applications to troubleshoot end user PC related problems
Take ownership for customer problem resolution Possesses working knowledge of customer support business and technology processes: Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. Identify customer-training issues on standard and non-standard products
Able to contribute to technical discussions with other team members and contributes to the decision-making process
Able to demonstrate proficiency with Helpdesk tools, Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices Able to demonstrate basic hardware and software trouble shooting skills
Good problem solving and critical thinking skills
Organizational skills and ability to attend to details
Ability to travel as required
0-5 years in a technical customer environment Call Center experience preferred

113

Help Desk Specialist Resume Examples & Samples

Retail or financial service industry experience is a plus
Excellent verbal and written communication and interpersonal skills; attention to detail and accuracy; along with time management and organizational skills
Ability to work independently and as part of a team to meet deadlines

114

Help Desk Specialist Resume Examples & Samples

Experience with Windows 7/10 Operating Systems and MS Office 2007/20102013
Strong experience troubleshooting, supporting deploying Windows Workstation
Experience with Active Directory to register CAC certificates
Experience with account creation and Outlook
Ability to document, research, identify and solve technical problems on initial call and/or triage where appropriate for resolution
Must be able to support and troubleshoot both classified and unclassified networks
Strong customer service experience
DoD 8570 Certification at start of position
Demonstrated excellent written and oral communication skills
Familiarity with Windows 7/10 workstation OS image creation/deployment
Supporting Outlook messaging issues

115

Senior Help Desk Specialist Resume Examples & Samples

Responsible for providing Service Desk services that support users by addressing events, user incidents and requests either by responding and resolving them internally within SENS3 or by transferring responsibilities to external service providers to assist in resolving them, while continuing to proactively monitor and assist in resolving them on each user’s behalf
Assist users at remote sites in configuring equipment to allow them to access HSDN and C-LAN networks and applications; and provide in-person support to resolve trouble tickets that cannot be resolved remotely
If travel is required, it must be approved by the Government

116

Software Licensing Help Desk Specialist Resume Examples & Samples

Ensure accuracy of orders submitted through the router
Analyze product mix on orders and/or quotes and makes upsell and cross sell recommendations as appropriate
Assist with Software Assurance Benefits (SAB) activation calls and walkthroughs on Microsoft’s Volume Licensing Service Center (VLSC) site
Participate in campaigns focused on driving upsell goals
Enter all anniversary orders into SPS within Microsoft time lines
Provide Licensing Specialists with information that supports achievement of
On-time Renewals and True-ups
Support software licensing specialists and account managers with operational and administrative tasks associated with licensing tasks
Respond to email or phone inquiries from Account Managers and Account Executives
Become a subject matter expert for all assigned software and order processes
Continuously identify opportunities for process development and improvement
Responsible management of accuracy for all assigned software orders
Respond to all Select Plus Proration Requests utilizing Microsoft Proration Tool
Provide quality assurance by checking and ensuring all steps for software agreements are followed
Proactively manage the Select/Select Plus annual payment orders
Handle order escalations with internal departments and vendors
Submit Microsoft Licensing Statement (MSL) requests
Handle inbound Microsoft Inside Territory Manager (ITM) requests
Handle Next Generation Volume Licensing (NGVL) requests
Assist with EA Workbook and True Up Worksheet builds
Create Microsoft contracts upon request
Provide guidance to sales on quotes and opportunity pricing based on established pricing structures
Engage with internal departments such as Purchasing, PPM, Finance and the Bid Desk to assist in the completion of daily operational requests
Effective management of software practice tools
Act as escalation point for all contractor requests
Achieve necessary certifications in assigned license programs as needed
Associate’s degree in Business or equivalent experience
2-yrsexperience with MS Office applications (Word, Outlook, PowerPoint)
2-yrs customer service experience
Proven track record of high satisfaction ratings from project stakeholders
Strong internal and external customer focus
Committed to building and maintaining strong working relationships with management and staff
Demonstrated strict attention to detail, accuracy and completeness
Ability and willingness to conduct research and learn new systems/reports
Well organized with the ability to prioritize project work
Must work proactively and manage multiple tasks
Proficient with Microsoft Outlook, Word and Excel in addition to basic computer knowledge
Good communication skills with internal and vendor stakeholders
Maintain positive working relationships with management and staff
Experience in similar role

117

Help Desk Specialist Resume Examples & Samples

Provides first line of support and problem resolution for technology products or applications
Analyzes simple to moderate issues and determines appropriate technical area or vendor to resolve problems
Actively uses and updates the knowledge of product in order to resolve issues. -Understands and desires to meet individual and Service Center goals

118

Help Desk Specialist Resume Examples & Samples

Basic experience troubleshooting PC hardware & iPads
Customer Service experience specific to phone support
Active Directory experience resetting passwords is a plus
Provide remote support using Bomgar
Provide tier 1 phone support for all corporate and field employees (1,400 properties)
Troubleshoot Windows 7
Troubleshoot PCs, laptops & iPads
Troubleshoot Dell, HP & Lexmark printers (connecting to the network)
POS Support (training is provided)
Resetting passwords using Active Directory
Heat is the current ticketing system
This group receives roughly 500-600 calls daily
There is anywhere from 5 to 9 agents working on the desk at a time

119

Help Desk Specialist Resume Examples & Samples

Ability to work in fast paced environment
Good analytical and communication skills
Dependable, reliable and self starter
Results oriented self starter

120

Associate Help Desk Specialist Resume Examples & Samples

Knowledge and experience in desktop support and be able to the JWAC environment
Provide support, maintenance, deployment, and enhancement to the desktops, servers, printers/peripherals, and network infrastructure
Support the provisioning of service desk/help desk support during the working hours of 0700-1600 Monday through Friday
Lift and move equipment weighing up to 50 pounds

121

Help Desk Specialist, Junior Resume Examples & Samples

2 years of experience in a professional work environment
1+ years of experience with IT or computer information systems
Experience with resolving Tier 1 and Tier 2 help desk trouble tickets
Experience in working with Microsoft Office
Knowledge of networking concepts and technologies
Experience with using a ticketing system, including Remedy and supporting Windows and Linux administration
Knowledge of the architecture and terminology used in enterprise–scale IT environments
Knowledge of the DoD Enterprise Service Management Framework (DESMF)

122

Help Desk Specialist Resume Examples & Samples

3 years of experience in a professional work environment
Ability to perform hardware and operating system troubleshooting
DoD 8570 IAT Level II Certification or ability to obtain within 90 days of hire
Experience with working for or providing support to the DoD
Experience with DoD programs and initiatives
Experience with using a ticketing system, including Remedy
Experience with supporting Windows and Linux administration
Experience with supporting networking and security hardware

123

IT Help Desk Specialist Resume Examples & Samples

High School Diploma or equivalent (GED) is required. Additional certifications may be required
One (1) year Information Technology experience, including work experience in customer service is required
Knowledge and understanding of how technology can be applied to provide advanced system support
Advanced knowledge of PC hardware and peripherals associated with applications
Effective communication skills, ability to read and follow instructions accurately, timely and effectively
Excellent customer service skills and the ability to work with all levels within the organization and working within a team
Ability to perform daily work activities of the position assuring prompt and effective response to customer needs
Proficient in analysis and problem solving, ability to assess customer needs and determining appropriate solutions
Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies

124

Help Desk Specialist Resume Examples & Samples

Solve Customer problems over the phone (software installation, networking, etc.)
Provide support to internal/external sales personnel, resellers, and end user customers
Set up and maintain data bases for customers and resellers in back office systems
Accomplish tasks without considerable direction and /or supervision
Proficiency with Microsoft Excel, Microsoft Office, and data bases
Knowledge of network operating systems and network setup
Strong telephone communication skills
Excellent phone support and troubleshooting
Prior work experience in Help Desk Support, Customer Service and or Technical Support environments
Prior administrative experience, with an emphasis on working with databases
Preferred: Advanced Networking skills would be a plus

125

IHT Help Desk Specialist Resume Examples & Samples

Provide general interpretative guidance on the OPM handbook, Tiered Investigation Guide, and subsequent clarifications, and their application to field investigations, including coverage
Determines whether additional scheduling of investigative item(s) is necessary according to established guidelines, parameters, and standard operating procedures
Provide guidance on reporting investigations into and navigating FWS, PIPS, and CMS systems
Assist the field investigators in reworking deficient cases
Proficiently use the Internet to research addresses and phone numbers and will be able to provide guidance and tips regarding specific geographical areas
Regular and punctual attendance during assigned working hours
Ability to provide timely responses to inquiries

126

Help Desk Specialist Resume Examples & Samples

Assist internal and external customers in the sale and support of products and services
Provide technical assistance and support to clients relating to use, operation, and maintenance of equipment
Review blueprints, plans, bills of material, and other customer documents to ensure salability and proper integration of equipment
Issue return authorizations and manage the return materials process including failure analysis and coordination of vendor returns of non-conforming product
Assist QC and Product Development in testing and validation of existing and new products
Assist the Department Manager in maintaining the item master database as directed
RMA / Quality Control Clerk functions - creating and communicating Returns to customers and processing returns when they arrive at the facility
Product testing and validation of returns and products
This will be the primary function of the position

127

Lead Help Desk Specialist Resume Examples & Samples

Responsible for documenting, creating and following policy & procedures
Function as a mentor for Help Desk Specialists providing training and guidance for complex desktop issues
Project management of PC related projects
Contribute towards driving future desktop platform & service
Resolve Level II and advanced level PC problems
Build and test all OCC desktop images (physical & virtual) and write related documentation
Document all PC software and hardware procedures
Write and maintain all PC (physical, virtual and application) related baselines
Provide management with weekly status report
Refer major hardware problems to service personnel for correction
May provide dedicated PC support for departments and special projects (application testing and implementations)
Perform on-site support PC support for all scheduled Disaster Recovery tests and emergency situations
Resolve any/all open Disaster Recovery issues prior to next scheduled Disaster Recovery test
Represent PC Administration in project turnover meetings

128

Help Desk Specialist Resume Examples & Samples

Installation and replacing end user IT workplace equipment (pc’s, smartphones, printers, collaboration tools)
Support managing local servers and networks in collaboration with global IT teams
Processing and taking ownership of tickets from customers
Administration of IT assets (hard- and software)
Training and education of users in relation to IT workplace and collaboration tools
Contributing to improvement of IT services and knowledge databases
Supporting local applications (where applicable and in line with global policies)
Following (internal and external) audit requirements
Being specialist or expert in one or more relevant IT areas
Responsible for support customers regionally or globally in their area of expertise
Mentoring colleagues and/or students in the team
Establishing good relationships with business users in all levels and within the SCA IT community
Minimum of Associates Degree
ITIL Certification preferably
Two plus (2+) years experience of service desk
Hours:10am-7pm (CST) or 8am-5pm (PST)
Knowledge of Office, Office 365, and Windows Software
Customer oriented
Structured and organized
Communication skills
Sense of urgency/stress resistant
Training and presentation skills

129

Com-f Junior Help Desk Specialist With Secret Clearance Resume Examples & Samples

Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed
Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution
Assists less experienced staff in developing appropriate responses
Must have an AA or equivalent + 0 yrs experience
Must have experience with Call Tracking System & Customer Service
Nice to have BMC Remedy, AMC C2 Systems, & Tier 1 Help Desk
Required Certifications: A+, Network +, or Security +

130

IT Help Desk Specialist Resume Examples & Samples

Provide desk-side support and assistance when needed
Assist users in maximizing use of networks and computing systems
Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
Understand and comply with all elements of the Promega Quality System outlined for the position
Able to work effectively under minimal supervision
Able to communicate in a friendly and effective manner with non-technical and technical people
Excellent problem-solving, interpersonal, verbal and written communication skills
Ability to maintain patience, a customer-friendly attitude and work in a team environment
Ability to maintain a safe and clean working environment
2 years work experience in a similar environment
Frequently required to sit, stand, walk, talk, hear, bend and reach

131

Help Desk Specialist Resume Examples & Samples

Identify, research, analyze, diagnose, resolve and close service tickets in a quality and timely manner
Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity
Troubleshoot technical problems with Local Area Networks & Wide Area Networks
Provide Tier 1 support for Cisco unified communications applications such as Call Manager & Unity Connection
Engage vendor support for issues requiring product support
High School Diploma required; Associates Degree in Information Technology or related, preferred
1+ years of customer service or technical support experience. Technology Services or Managed Service Provider industry experience preferred
Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications, and wireless networking

132

Help Desk Specialist Resume Examples & Samples

This position will be under general supervision, responsible for receiving all user comments, questions, and complaints about software and systems utilized by the client
Support will be performed via telephone and remote system log on
This individual shall be capable of understanding the use of the application from a user perspective and capable of implementing software and hardware repair via remote log on
Ability to communicate clearly to a wide spectrum of users is required
Assists in solving problems within general guidelines, and applies a wide range of techniques and resources to detect, identify, and compensate for or eliminate problems

133

Senior Help Desk Specialist Resume Examples & Samples

Monitor service delivery and service support to ensure timely IT support services to the user community located in the National Capital Region, and various remote and contingency sites
Follow escalation procedures for resolving IT issues at the appropriate level of experience (i.e., Tier 1, 2 or 3) and providing appropriate and timely notification to Government representatives for awareness and resolution
Answer and respond to calls from the TM and/or ATM for urgent requirements and priority support
Give a prompt and professional response to user requests and resolution of incident tickets
Provide useful metrics and support the creation of reports that track call data, incident management performance, and problem management performance
Provide one-on-one, desk-side help
Maintain Remedy database for users to communicate with the service desk in order to provide real-time technical assistance, information to promote customer awareness, and customer driven problem resolution
Provide Level 1 support for UNIX applications, Solaris 9 & 10 administration

134

Com-f Junior Help Desk Specialist With Secret Clearance Resume Examples & Samples

Experience working with fax machines, computer software and telephone technology
Required Certifications: A+, Network+, Security+
Must have or be able to obtain a Secret Clearance

135

Lead Help Desk Specialist Resume Examples & Samples

Act as a team lead and work with members of the Help Desk Senior Staff to oversee daily operation of Help Desk Desktop and Infrastructure Support teams, including
Maintain schedule for Help Desk Desktop and Infrastructure Support Staff to ensure appropriate coverage
Monitor daily phone and system reports to ensure the staff is performing their job responsibilities
Ensure the appropriate escalation process is followed to achieve proper resolution of the problem
Identify system wide issues and escalate, if necessary, and follow up on issues to be sure all parties (support teams and customers) are informed and kept up to date
Provides computer related hardware/software technical phone support and guidance for all of FMCNA employees. Responds to customer calls and questions, identifies, researches, and troubleshoots the issue, determines appropriate action and carries out solution or escalates to management
Utilizes knowledge of computer software/hardware, resolves intermediate to highly difficult problems
Researches and evaluates technical information and online departmental procedures for problem resolution. Recommends procedure changes and updates procedure manuals as required
Monitors the centralized tracking system and resolves issues. Monitors emails sent to Help Desk Senior Staff Team. Researches and analyzes management reports. Determines strategies to streamline the process and reduce calls. Make recommendations to management
Tracks Help Desk calls from start to completion and provides 24/7 on-call escalation support
Develop and maintain troubleshooting scripts to be used by the Help Desk Desktop Team, to allow for ongoing training and sharing of job knowledge between the team members
Assist with various projects as assigned by direct supervisor
Must have excellent communication skills – verbal, written and auditory
Effective collaboration skills between various levels of Support within the IT Organization
Efficient and effective documentation skills
Must be able to work flexible hours, some holidays and weekends
Overtime may be required including nights, weekends and holidays
Must be able to work in a fast-paced team-oriented environment
Must have good technical aptitude and be a quick learner
Ability to deal professionally with high volume and high stress situations
Proficient with Microsoft Office and other software

136

AP Help Desk Specialist for Fortune Company Resume Examples & Samples

Evaluating vendor invoices and determining status
A minimum of an Associate’s degree with 1 year business experience; OR a High School diploma with 2+ years business experience
Experience working in an Accounts Payable or customer service role
Experience working with Microsoft Office suite
Experience working in a publicly-traded company

137

Help Desk Specialist Resume Examples & Samples

Seven (7) or more years engineering experience in the design, development and implementation of Microsoft Windows Enterprise Systems to include developing and testing software solutions; analyzing system performance standards, analyzing systems flow, data usage and work processes; conferring with users and management to derive system requirements; problem investigation and resolution
Engineering experience with Microsoft Active Directory to include: Granting privileged Access, Configuring Active Directory Directory Services (ADDS), Group Policy Objects, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), File Sharing services, Active roles Server (ARS)
Intermediate or advanced PowerShell scripting
Experience installing, configuring, upgrading and migrating Microsoft Windows 2012 R2 servers
Experience providing Tier 3 support in an enterprise level, globally distributed environment. SYS ADMIN LEVEL II preferred
Experience creating quality Detailed Design documents, Test Plans, Implementation Plans and Standard Operating Procedures
Demonstrated aptitude for learning and rapidly mastering new applications and technology
Excellent organization and communication skills, both written and verbal
Proven ability to multi-task and to prioritize rapidly-changing task assignments
Windows Server 2013
SCOM/SCCM Integration
Design and/or implementation of enterprise-wide virtualized systems using Citrix and/or VMware technologies
Dell Quest tools: Change Auditor, Identity Manager, Total Privilege Access Manager, GPOADmin

138

Help Desk Specialist Senior Resume Examples & Samples

Provide support for items such as
Operating system and internet browser issues
Desktops, laptops, mobile devices, printers, scanners and other hardware
Provision general account administration activities
Utilize an incident tracking system to accurately create, work, and resolve tickets
Communicate with supervisors, peers, and end users to effectively solve issues
Providing effective and professional communication
Ability to follow detailed procedures under stressful conditions
Availability to work flexible hours in a 24x7x365 environment
Teleworking capability strongly preferred (must have home work space, high-speed Internet, and compatible Windows computer)

139

IT Help Desk Specialist Resume Examples & Samples

Excellent Customer Service skills
Proficiency in Microsoft operating systems
Troubleshoot user e-mail issues, internal applications, security issues, and desktop hardware/software errors

140

Help Desk Specialist Resume Examples & Samples

Troubleshoot, or escalate issues as appropriate, in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved
Provide support for desktop and mobile devices as well as application system environments locally at the Help Desk or remotely if needed
Utilize excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of help desk procedures, products and services
Work proficiently with minimal daily guidance
1+ years experience in a technical support role in either a corporate or retail environment
1+ years of experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems
1+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
6+ months proven experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud or equivalent
1+ year experience working with a ticketing system such as Asana, Remedy, ServiceNow, Zendesk or equivalent

141

Help Desk Specialist Resume Examples & Samples

3+ years experience in a technical support role in either a corporate or retail environment
3+ years of experience in support and troubleshooting Windows and Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems
3+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
2+ years experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud or equivalent
3+ year experience working with a ticketing system such as Asana, Remedy, ServiceNow, Zendesk or equivalent

142

Encompass Application Help Desk Specialist Resume Examples & Samples

1) Paperless support to all branches
2) Paperless training material
3) Assist Senior Encompass Application Specialist
Assist with managing the Paperless e-mail inbox
Create and maintain binders for paperless project
Post all paperless announcements to Company Intranet
Create and update paperless reports with information regarding Branches that are taken live
Attend IT meetings regarding the paperless project
Create and maintain Business Rules binder
Update Encompass Banker user guides, tutorials, and Power Point presentations as directed
Assist team members with general and specific Encompass questions
Provide backup support for Passwords
Coordinate with the Training Department to keep them updated of any relevant changes regarding paperless training materials
Assist the Senior Encompass Application Specialist. This includes, but is not limited to

143

Help Desk Specialist Resume Examples & Samples

Provides technical support for desktop, departmental, and mainframe hardware and software computing issues
Escalates problem incidents and assigns inquiries to management and/or other teams as appropriate. Provides clear and complete descriptive information regarding the nature of the problem
Provides ongoing training and direction to first level support staffing with attention to triage/communication improvements
Monitors trends to identify any major system problems and uses professional judgement combined with established protocols to set priorities. Provides a comprehensive assessment to all Information Technology teams to prevent system outages and/or to facilitate problem resolution
Assigns, maintains, configures and monitors user and work group accounts on all applicable platforms. Ensures completeness and accuracy of information, and confirms appropriate authorization
Responsible for computer system sign-on access privileges including account creation, activation, maintenance, and deletion
Resolves problems with account access privileges on request
Communicates Information Technology policies to the user community, including, but not limited to, access, procurement, installation, and support
Communicates with users to ascertain that requests/problems are resolved and that users are satisfied with the resolution. Initiates and follows up on any additional required action
Conducts informational/educational sessions for user community both in group and individual sessions
Contributes to the development of Help Desk standards, procedures, and policies. Contributes to the design and implementation of all Help Desk systems to provide a high quality, responsive service that facilitates problem reporting and resolution
Effectively markets Information Technology by developing and maintaining positive working relationships with physicians, department managers, support staff, and department colleagues
Maintains state-of-the-art technical knowledge to support an increasing inventory of desktop, departmental, and mainframe software and hardware products
Actively participates in team meetings, bringing forward challenges and offering solutions for the users' working environment
Contributes to strategic and tactical planning of Help Desk services
Contributes to publications regarding User Services
Develops and maintains departmental software including table maintenance and knowledge bases
Carries pager during scheduled work hours and responds to pages in a timely fashion
Works independently, reporting to the Help Desk Team Leader and the Associate Director on a regular basis
Works a flexible schedule when necessary

144

IT Help Desk Specialist Resume Examples & Samples

High School Diploma or equivalent (GED) required. Additional certifications may be required
Work experience in customer service and/or Information Technology is preferred
Basic knowledge and understanding of how technology can be applied to provide standard system support
Basic knowledge of PC hardware and peripherals associated with applications
Basic analysis and problem solving skills to assess the customer needs and determine appropriate solutions

145

Help Desk Specialist Tier Resume Examples & Samples

Provide phone, email, and help-desk support for local and off-site users
Manage and monitor problem ticket treads. Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions
Maintain a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance
Maintain and monitor all incidents records within the ticketing system and provide assistance in their resolution when reviewing incident records
Document customer requests in call tracking system and record the action(s) taken and follow up on deferred actions
Keep customers informed of progress and status of calls/tickets
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate
Resolve all customer calls/issues within 20 minutes timeframe or escalate the call or ticket to the appropriate queue/group for resolution (Tier 1, Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, and Audio Visual Support)
Respond to and diagnose problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps
Provide assistance and participate on new project(s) testing and deployment/delivery
Ensure all staff respond to customers in a friendly and professional manner
Ensure that all responses given are technically accurate

146

Help Desk Specialist Tier Resume Examples & Samples

Provide 2nd level escalation support to the Tier 1 Help Desk
Provide remote and on-site troubleshooting for hardware and software support
Resolve Call Center Tech Support tickets and provide desk-side support to the rest of the Civil Division customers
Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third party software
Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system
Work with VIPs, providing a “white glove” service where necessary
Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors
Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted
Travel to all Civil Division sites in the Washington, DC National Capitol Region as needed for break/fix tickets
Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort
Participate in project deployment
Coordinate the logistics of and conduct the movement of assets and equipment to various Civil Division facilities when needed
Maintain an organized resource/hardware Government furnished storage room(s). The Government shall give the contractor many resource/hardware items, and it is expected that the contractor keep track of all of it, and will be able to quickly retrieve an item from the storage room(s)

147

Help Desk Specialist Resume Examples & Samples

Interfaces with multiple levels of end users; residents, departmental staff and management, and departmental/campus technical staff
Participates in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends
Performs quality monitoring for team in order to ensure quality service and customer satisfaction, and that business objectives are achieved
Three years of experience as a coordinator in an information technology support environment
Technical or bachelor's degree in related field
Experience in building relationships with end-users, software developers, and IT support teams
Excellent interpersonal and communication skills, both written and oral
Ability to multi-task and meet critical deadlines while in a fast-paced environment
Technical writing/user documentation experience
Previous supervisory or team lead experience in a call center or customer service related function
Experience in supporting Windows OS, Mac OSX and Linux
Experience troubleshooting Client/Server applications and Ethernet/Internet connectivity
Experience in the installation and configuration of operating systems, software applications and network clients

148

Help Desk Specialist Resume Examples & Samples

Answer incoming queue calls and voicemail messages, using department procedures
Utilize the helpdesk electronic ticketing system, Track-It, according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests
Configure and troubleshoot Windows 7 in a Microsoft network environment on both desktop and laptop computers
Provide first-line support and resolution of all data/voice system problems and requests
Resolve at least 70% - 80% of all calls received, and to coordinate escalation procedures to the appropriate Information Technology staff and/or vendor(s) for those requests that cannot be resolved over the phone
Provide desktop support at San Diego locations, including troubleshooting PC hardware/software, and network printers
Interact and collaborate with other staff regarding requests, problems, updates, and resolutions
Create and manage user accounts, the administration of shared resources, and group membership within a Microsoft Active Directory network operating system environment
Create and manage user accounts in Google Apps Enterprise portal
Administer AS400/Client Access user accounts and resolve MS Windows related printing issues
Follow escalation procedures for situations which require a Helpdesk Supervisor or Helpdesk Manager to become involved
Notify Helpdesk Manager and Helpdesk Supervisor of any changes within Information Technology that may cause a change in escalation, major outage, server issue, major move, and/or staffing issue
High school diploma or equivalent required, Associate’s degree from a technical school, or similar technical training, along with a minimum of two years total experience in helpdesk related role(s)
Strong knowledge of technical equipment and common software packages
Advanced user-level hardware and software skills, including MS-DOS, Microsoft Windows (7, XP, Vista, Microsoft Office (2003, 2007), Microsoft Access, Microsoft Outlook, Microsoft Internet Explorer, Norton Anti-virus
Intermediate Networking skills
Fundamental knowledge of mainframe computers, and Telephony
Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques
Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment
Excellent verbal and communication skills required
Passionate about delivering excellence in customer service within a team environment
Ability to read, analyze, and interpret general business/technological periodicals, procedures, and journals
Ability to write procedure manuals
Ethical, with a commitment to company values
2-3 years: The incumbent in this position typically will possess 2 - 3 years previous related experience

149

Entry Level Help Desk Specialist Resume Examples & Samples

Troubleshoot and provide excellent first contact customer service support to our end users for questions, problems or issues related to; hardware, software, business applications and networking
Contribute positively to our customer service, incident, and request service level agreements
Coordinate escalation and resolution of technical issues with IT teams
Document, develop, and contribute to ongoing IT process improvement
Support access provisioning efforts in a dynamic IT environment
Provide support for key business projects
Participate in coaching and training for other team members
Commitment to individual goals by completing ongoing training and development
Create a positive and professional work environment
Perform responsibilities within established SOX and Security compliance criteria
A four year degree is required or a high school diploma with 3 years of customer service experience with a displayed aptitude for IT achieved through such efforts to include be not limited to: volunteerism, coursework, vocational training, school clubs, etc. is required
Service Desk/Help Desk experience is preferred
Availability to work alternative shifts (hours of operation 7:00am-7:30pm) is required
Strong customer service, communication, and follow-up skills are fundamental to your success in this role
Ability to work independently and in a dynamic environment is also of value

150

Help Desk Specialist Resume Examples & Samples

Monitor, support and troubleshoot the IT infrastructure for operating issues involving failures, degradation and event correlation using various software and hardware monitoring tools
Work with internal and external clients via the phone to resolve basic problems
Perform troubleshooting and problem resolution for all types of the IT infrastructure as assigned - hardware, software, telecommunication, business application, customer connectivity, etc
Escalate more complex problems to senior staff members
Follow detailed technical documentation and standard operating procedures to perform various responsibilities
Answer internal or external users' inquiries regarding computer hardware and software to resolve problems
Configure and set up of workstations and laptops
Participate in troubleshooting and quickly arrive at workable solutions, advise other on resolution and solutions in issues
Enter commands and observes system functioning to verify correct operations and detect errors
Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
Read technical manuals, read trade magazines and attend conferences and seminars to maintain knowledge of software
Perform the system backups by initiating nightly and weekly backups
Refer major software problems or defective products to development departments
Inspect equipment and read order sheets to prepare for delivery to users
All other duties as assigned
5 years experience in a call center or helpdesk environment is preferred
Communication skills, particularly phone skills
Interpersonal skills
Ability to work in a fast paced high volume work environment
Knowledge of Microsoft Windows and Office Platform (MCP preferred)
Knowledge of MacOS, TCP/IP, XML,FTP, Webex, Internet Explorer, Microsoft Active Directory, Microsoft Exchange 2003, Captaris RightFax
Team Player

151

ATM Help Desk Specialist Resume Examples & Samples

Analyzes moderate to complex issues and determines appropriate technical area or vendor to resolve problems
Maintains written documentation for each call; escalates complex problems to the next level of support as required by documented procedures; communicates efficiently and effectively with customers
Responds to customer calls, e-mail, chat, and other request tools for technical support
Understands and desires to meet individual and Service Center goals
ITIL Service Management Foundation certification preferred
At least 2 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
Ability totype 42 (WPM) Words per Minute or more
Remote computing
Server software

152

Help Desk Specialist Resume Examples & Samples

Provide client services and end-user support; respond to user requests and problems; troubleshoot, research, and provide solutions for all issues; implement special projects and solutions as requested by users and department heads
Install and configure all required applications; research and troubleshoot problems relating to these applications; upgrade all software applications as needed
Determine image configuration requirements; standardize the setups and user environments of all Macintosh computers where possible
Create, maintain and update master hard drive images of complete Macintosh system setups, including operating system installations and configuration, application installations and serializations, Client network setup and configuration email setup, printer setup, internet access, and remote access; deploy these images regularly on new and rotated computers using a combination of Apple Software Restore, Net Restore and UNIX command-line scripts
Facilitate all Apple warranty repairs; maintain Apple Care accounts on all Macintosh computers; handle all relations with Apple, including the delivery and repair of all malfunctioning in-warranty computers
Maintain and update inventory database of all department computers and computer-related equipment; keep track of all assets, serial numbers, purchase dates, and location of all assets
Perform weekly (or as needed) operating system upgrades, including applying security patches, updating operating system modules and components, installing bug fixes, and updating virus protection software; optimize and fine-tune all operating system installations for optimal performance, speed and network throughput
Install, Configure, Maintain and update OSX operating system and application inventory
Repair damaged or faulty hardware, replace computer parts as needed, perform diagnostic testing on faulty hardware, order all needed replacement computer parts. Serve as liaison between Client and Apple on all covered/warranty issues
Procure new hardware and software as required; work with internal Client ordering processes to bring assets in based on business requirements
Provide client support and technical issue resolution in person as well as via email, phone and other electronic means (video conferencing, Client Social Network)
Provide training to clients in the use of system and applications, referring them to knowledge base and online resources for more in depth answers
Participate in continual service improvement on operational issues in client compute rsystems
The ideal candidate will also possess the following skills
Strong interest in technology, particularly Apple products, and agility at learning new products and features
Ability to deliver great customer experiences in any environment and to be invigorated by constant personal interaction
Apple Certified Technician
Strong communication skills that let you converse as freely and comfortably with smallgroups as with individual customers
Experience with Apple/PC related creative design, web, print, and video applications
Proficient with setting up and troubleshooting with remote protocols such as ssh, rdp, vncor sftp
Experience with Enterprise backup application as well as Time Machine backup
Experience with Apple Script and Java Script
Able to promptly answer support related email, phone calls and other electronic communications (video conferencing, Client Social Network)
Experience with Patch management and monitoring tools
Proficiency in supporting Apple OS and Windows OS as well as staple applications such as MSOffice, Adobe CC, Apple Mail app
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and are subject to change as technical scope evolves. Additional desired technical qualifications include
8 years of experience in a service support environment
Completion of senior level IT related technical certification/program
Working knowledge of PC/laptop hardware architecture
Advanced knowledge of Mac and Windows
Knowledge of LANs, broadband and remote access technologies
Knowledge of Client software product installations
ITIL Fundamentals

153

Senior Help Desk Specialist Resume Examples & Samples

Provide Tier II/III contact and incident resolution to customers with hardware, software, and application problems
Document incident resolution and status in incident database tools (i.e. BMC Remedy)
Create and manage user accounts, schedule video teleconferences, and provide remote troubleshooting support to customers
Provide input and update to standard operating procedures
Working knowledge of computers, printers, laptops, and common Windows applications

154

Help Desk Specialist Resume Examples & Samples

Act as the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff
Troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing
Provide excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment
Able to quickly learn support skills for new applications is also very important for the Help Desk Specialist to be successful in this position
Excellent technical troubleshooting and problem-solving skills

155

Help Desk Specialist Resume Examples & Samples

Manage time effectively and manage projects effectively
Maintain a positive and supportive attitude while working in a fast-paced and continuously-changing environment
Upbeat personality as well as a proven balance of outstanding customer service/focus and strong technical expertise to be able to provide an exceptional customer experience
H.S. Diploma / GED and 4+ years of experience in an IT or call center environment and 2 years of experience in a customer service position; OR Associate's degree with 2 -years of experience in an IT or call center environment or a Bachelor’s degree
Possess skilled abilities to customize an operating system. Ability to install/configure "off the shelf" applications

156

Help Desk Specialist Resume Examples & Samples

Responsible for providing the first point of contact for IT related break-fix issues
Acts as an advocate for the customer ensuring proper focus is maintained and attention brought to customer needs
Demonstrates competencies to perform basic identification, evaluation, prioritization, and resolution of issues relating to hardware, software, networking, and other computer related technologies
Minimum 2 - 3 years prior IT Help Desk experience

157

Help Desk Specialist Resume Examples & Samples

Must have knowledge of ITIL standards for service delivery, service management, and support
Knowledge of incident management and problem management
Knowledge of Windows and Macintosh operating systems and peripheral installation and support
Knowledge of PC networking in a Windows environment
Knowledge of desktop/laptop/mobile systems and remote support

158

Help Desk Specialist Resume Examples & Samples

Associate's Degree or above required
Candidate must have experience in an enterprise corporate environment
Experience with writing SOPs and knowledge base articles needed
Tehcnical expertise in the area of HP/Dell manufacturer platform to include knowledge of BIOS and driver updates
Experience with hardware replacement such as hard drives, memory, keyboards on laptops and desktops
Working experience with replacing and/or upgrading an end user from one system to another
Must have experience imaging equipment; Microsoft SCCM preferred
Must have proven track record in a high volume support desk with proven first call resolution
Ability to utilize remote tools such as remote assistance and teamviewer
Must have experience with MS Office 2010/2016 with expert knowledge of Outlook
Strong knowledge of Windows 7 is required
Candidate will provide technical support via phone and desk side to internal employees ranging from staff to executive level members, a professional demeanor is required

159

Help Desk Specialist Resume Examples & Samples

Typically requires a bachelor’s degree or equivalent and five to seven years of related work experience
Experience with the TMIP software suite
Naval shipboard experience
Must have a DoD Secret security clearance
8570 Compliance
A willingness to work in an energetic, fast-paced, team environment

160

Junior Help Desk Specialist With Secret Clearance Resume Examples & Samples

Experience working with organizational functional and personnel
Experience working with help desk software
Nice to have experience: BMC Remedy, AMC C2 Systems, & Tier 1 Help Desk

161

Help Desk Specialist Resume Examples & Samples

Assist customers and employees in resolving technology problems in a timely manner
Support Dell and HP hardware: PCs, printers, scanners, I-phones, networking equipment, virtualization, and other enterprise technology
Supported software: Microsoft Office Suite 2010, Adobe Acrobat, McAfee Antivirus, Symantec Endpoint Protection, Open Text Document Management (DM), Internet Explorer, Firefox, Blackberry, Good Technology, ITSM and many other GAO applications
Supported Operating Systems: Windows 7/8/10 and MAC
Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of technical support specialists to whom the tickets were assigned
Maintain high level of proficiency with the GAO products and services
When necessary, interact professionally with third-party vendors to seamlessly provide services for our users and customers
Comply with established operating policies and procedures in order to maintain adequate controls and to support GAO
Assist Manager (or other supervisor as assigned) with project management and execution
Supports equipment moves/adds/changes
Support account moves/adds/deletions with in AD
Produces/maintains SOPs. Develops best practices for processes and procedures (ITIL process environment)
Provides first and second level contact and incident resolution to customers with hardware, software, and application problems; includes both customer telephone support as well as electronically submitted requests
Provide rapid response to customers needing immediate assistance
Attempts to resolve as many incidents as possible: Efficiently escalates incidents to appropriate team when required
Support mobile devices such as IPhones, IPads, BlackBerrys and Air Cards
All help desk duties as requested and as needed
VTC session setups
Delivery and setup of all IT equipment (computers, monitors, printer, blackberries, etc.) to include AV deliveries and setup
Education: Demonstrated tech experience. Associate’s degree in technology or Bachelor’s in any field, or the pursuit of such degree, is preferred but not required
Help Desk Institute or Service Desk Institute certification
Demonstrated initiative with a strong sense of urgency and purpose
Aptitude and drive for learning new technology
Demonstrated success in customer service and relationship building
Ability to handle multiple tasks and effectively manage assigned workload
Ability to complete multiple projects simultaneously, and in a timely manner
Capable of working independently and within in a team
Good communication skills (verbal and written)
Ability to work with users of all technological skill levels throughout the hierarchy of the organization
A strong grasp of basic hardware and network support principles
Must have thorough knowledge of Microsoft Windows and Office software
Mac, Linux experience is a plus
Front Range ITSM experience is a plus
Basic working knowledge of Active Directory
Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs
Information Technology: 3 years

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