Help Desk Technician Resume Samples

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K Heidenreich

Kirstin

Heidenreich

723 Frederique Path

Chicago

+1 (555) 749 0593

723 Frederique Path

Chicago

Phone

p +1 (555) 749 0593

Experience Experience

Dallas, TX

Junior Help Desk Technician

Dallas, TX

Hoppe-Kovacek

Dallas, TX

Junior Help Desk Technician

Maintain detailed trouble tickets, escalating issues accordingly and keeping constant channel of communication open with customer during escalation
Technical expertise in the set up, operation, and troubleshooting of all associated and follow-on operating systems
Technical expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems
Maintain the overall desktop environment, including hardware installation and troubleshooting, software installation, configuration and support
Document, track, resolve, and report on problems and work orders using Remedy Action Request database system
Connect computers, terminals, printers and mobile devices to existing data networks
Handling technical support issues in the Woodbridge adidas office and the individual will work closely with Senior Infrastructure Manager in Woodbridge

Phoenix, AZ

Help Desk Technician

Phoenix, AZ

Kuhn, Towne and Hartmann

Phoenix, AZ

Help Desk Technician

This includes system backup/recovery, basis software management, security management, help desk management software, and library management
Assist with IT administrative duties; signing checkout sheet, obtaining paperwork for, setting up, and troubleshooting for network and email accounts
Performs Asset Management and License Management functions
Respond to client requests on all PC/MAC hardware and software matters and provide resolutions that will both improve system performance and reduce downtime
Provide support for our retail stores using Teamwork POS (Network, PC & iPad based)
Provide quality, timely assistance via telephone, email, and ITSM tools to clients experiencing technical issues or requesting other technical assistance
You will provide resolution and assistance to standard application : MS Office, IE9 & above, SEP, Cisco Jabber, Cisco WebEx

present

Philadelphia, PA

Senior Help Desk Technician

Philadelphia, PA

Strosin-Bogan

present

Philadelphia, PA

Senior Help Desk Technician

present

Performs Asset Management and Configuration Management functions, including local Asset audit and inventory control
Create and maintain documents and procedures, with direction from management
Makes recommendations for process improvements and technology changes
Supports moves and change requests with the document management, networks, and phone systems
Performs ongoing work flow analysis related to all aspects of project operations
Performs other duties as may be assigned by management
Strong knowledge of Physical Network Connectivity, hardware, PCs, Laptops, Network Cards, Modems, Video Cards, and RAM

Education Education

Bachelor’s Degree in Computer Science

University of Georgia

Bachelor’s Degree in Computer Science

Skills Skills

Knowledge on setting up, maintaining and installing printers
Knowledge and understanding of Apple products
Ability to maintain confidentiality and handle sensitive information in an appropriate manner
Ability to multi-task while maintaining careful attention to detail
Ability to work effectively both individually and within a team environment
Ability to effectively express technical information to nontechnical employees
Ability to work with a sense of urgency to meet deadlines and address competing priorities
Technical aptitude and the ability to learn new software and technologies
Proficient user skills with Microsoft Office software including Word, Excel, PowerPoint and Outlook
Attention to detail when concerning user’s issues and resolutions

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15 Help Desk Technician resume templates

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Junior Help Desk Technician Resume Examples & Samples

Facilitate hardware, software, and network set up for new employees /users
Maintain detailed trouble tickets, escalating issues accordingly and keeping constant channel of communication open with customer during escalation
Investigate/research alternative solution across both hardware and software, make recommendations, and prepare implementation plans for computer hardware/software
Route calls to other support personnel as needed in order to address and resolve user requests
0-1 years experience in desktop support roles – both over the phone and in person
Schedule flexibility to work a range of shifts, including weekends and night shifts as needed
Ability to provide on-call "after-hours" support based on a rotation schedule and as needed

Help Desk Technician Resume Examples & Samples

Monitor, respond to, and quickly resolve requests received through the IT helpdesk for 400+ users
Insure the integrity of the user experience is in place to maximize effectiveness and enhance the image of the company
Track and maintain equipment
Setup new hire user accounts, workstations, laptops, and mobile devices
Install, support, and train users on internally developed software and commercial software solutions
Assist in the orchestration of a smooth running and efficient IT environment
Assist other team members with special projects and handle other duties as needed

Help Desk Technician Resume Examples & Samples

Knowledge and understanding of Apple products
Technical aptitude and the ability to learn new software and technologies
Effective organization and problem solving skills
At least three months experience in a technical internship or school computer lab
At least three months experience with software and hardware installation
At least three months experience troubleshooting software and hardware
Equivalent education and experience will be considered

Help Desk Technician Resume Examples & Samples

Provides remote Level I (basic) technical assistance and support, and resolves problems related to the use of computer hardware and software for system end users
Researchs, resolves, responds to, and documents end user inquiries; and escalates or reassigns issues and problems as needed to appropriate resource for resolution
Installs desktop software remotely using tools such as Group Policy, SCCM, and manual install protocols
Maintains accurate and timely records in time tracking systems, and weekly status and metrics report repositories
Participates in scheduling rotation for providing after hours on-call support to end users
Associates degree or equivalent education and work experience required
Minimum of two years of experience providing end-user support services required
Experience troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers) preferred
Experience preferred in supporting financial systems including Elite and Citrix
Ability to meet standards for ticket system management and documentation responsibilities
Ability to work in a team-orientated/collaborative environment
Ability to multitask and prioritize workload, and adapt to new processes and procedures in a fast paced environment
Ability to handle confidential information in a reliable manner
Ability to demonstrate strong customer service skills, and foster a high degree of end user satisfaction through the delivery of quality and timely service
Ability to convey technical issues and material to non-technical audience

Help Desk Technician Resume Examples & Samples

Perform basic troubleshooting, diagnosis and repair of computer systems, hardware and computer peripherals
Increase knowledge and skills by asking questions and shadowing Level II technician
Recommend policies/procedures to improve ticket resolution times
Previous experience in multiple location enterprise IT department, very helpful
Phone and remote support, giving and receiving instructions is a frequent activity related to proving phone support

Tier, Help Desk Technician Resume Examples & Samples

3-5 years of end user support
Active Directory, Office 2010, Malware/Antivirus removal
Strong hardware and software troubleshooting
Knowledge of basic networking

Help Desk Technician Resume Examples & Samples

Provide a high level of customer service to all internal users
Provide support for our retail stores using Teamwork POS (Network, PC & iPad based)
Effectively prioritize tasks in a high volume environment. (Fox utilizes Dell Kace for ticket management)
Exhibit a high level of proficiency and expertise with OSX, Win7/8, Office 2007/10/11, Exchange administration, and AD administration and various browser brands & versions
Document network, server, systems and application problems and affect recovery procedures following outages or service interruptions
Evaluates and/or recommends purchases of workstations, laptops, peripheral equipment, and software; provides technical consulting services to department/organization regarding use of computers, applications, and networks to satisfy business needs
Performs miscellaneous job-related duties as assigned including assisting administrators, technicians, programming division and management as required
Maintains currency of knowledge with respect to relevant business related technology, applications equipment, and/or systems
Should be a self-starter, requiring little direct supervision
Responsibilities may include travel to remote sites and occasional flexibility in work schedule including after-hours assistance
Responsibilities also include supporting Fox’s A/V systems and Sales Presentations

Help Desk Technician Level for Bloomberg Philanthropies Resume Examples & Samples

Basic understanding of SysInternals Tools, i.e. Process Monitor and Process explorer
Experience with Remote Control Tools to support clients remotely
Knowledge of Active Directory and network account integration with desktop systems
Excellent written, verbal, and customer service skills with proven ability to work in a fast-paced environment
2+ years supporting and maintaining Windows related technologies
2+ years of experience in service desk operations
2+ years of experience supporting mobile devices (iPhone and iPad)
Ability to collaborate actively with others in a cross-functional team
Excellent organizational/administrative/technical skills with agility to reprioritize as necessary
Highly skilled in documenting troubleshooting steps and creating knowledge base articles
Some local traveling
ITIL Certification or working towards completion
Microsoft Certification (MCP, MCSA)

Help Desk Technician Level for Bloomberg Philanthropies Resume Examples & Samples

Respond to telephone calls, emails, and dispatched requests for technical support
Provide comprehensive incident support for customers both in-person and remotely, including rapid problem resolution followed by root cause analysis with a focus on proactive prevention and knowledge transfer
A mix of reactive (break/fix) support and proactive support services
Documents, track, and monitor the problem to ensure a timely resolution
Collaborate with System and Network Infrastructure teams
Install, configure, and maintain Mac, PC, peripherals (local and network printers, scanners), and other end-user equipment such as iPhones and iPads
Run diagnostic tests to isolate system problems and make recommendations for potential solutions
Experience working with the SysInternals suite of tools to diagnose and effectively troubleshoot
Excellent written, verbal, and customer service skills with proven ability to work in fast-paced environments
5+ years of experience supporting and maintaining technologies in the local office to include Windows-based and Mac-based systems
5+ years of experience in service desk operations, to include Windows and Mac clients
Experience with mobile applications/products including: iPhone, iPad, and Blackberry platforms
Expertise in iPad/iPhone
Experience with enterprise wide rollouts of new operating systems and software
Proven experience supporting Citrix technologies
Ability to support mobile devices (iPhones and Blackberry devices)
Understand basic networking technologies (LAN/WAN and wireless)
Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
Highly skilled in documenting written troubleshooting steps and instructions
Apple Certified Macintosh Technician (ACMT)
Microsoft Certifications (MCP, MCSA,MCSE)

Help Desk Technician Resume Examples & Samples

Configure and maintain the organization's internal computer network
Identify, troubleshoot, solve, and document network connectivity and performance issues
Install and support telephones and other network telecommunications devices
Possess analytical problem solving skills
Ability to quickly grasp technical issues and offer solutions
Customer-focused attitude and desire to interface directly with end-user clients
One (1) year experience working in a mid-size organization with relevant system support experience

Senior Associate Help Desk Technician Resume Examples & Samples

1st level support for identifying/resolving EDI systems/interface, Transport connectivity and operations issues
1st level support for taking incoming AHI Helpdesk calls
1st level support for taking incoming AHI Helpdesk emails
1st level support for installing/configuring new trading partners onto the EDI Special project
1st level support for assisting clients with day-to-day data issues
1st level support for any/all customer HIN related issues
Work with distributors on daily (OEC) on-line edit exceptions from production run
Work with team to determine and refine project estimates
Send quarterly list of all reporting distributors in product to HIBCC
Produce semi annual misc items for manufacturer/vendor/distributor meetings. (i.e. Tent cards, name tags)
Help create technical bulletins for the project as needed
Supports the HIN Help Desk with daily edits and processes to assure the quality of the data as requested
Answers help desk telephones for account(s) and responds to complex customer inquiries to ensure customer needs are met
Strong interpersonal skills for interacting with team members and clients

Tier, Help Desk Technician Resume Examples & Samples

3+ years of End User Support experience
Previous experience with Active Directory, Office 2010, and Malware/Antivirus removal
Solid hardware and software troubleshooting
Knowledge of basic Networking
Experience with Windows, tablets, smart phones, PC’s, laptops and printers
Working knowledge of ServiceNow

Help Desk Technician Resume Examples & Samples

Must be able to accept direction
Ability to work with various managerial staff
Using the call logging systems “ITSM Front Range” and Peoplesoft Repair and Maintenance, identify, diagnose, document and resolve or escalate the customer problems
Support calls dealing with payroll, accident claims, SEMS, Lotus Notes, user-id and password resets and PC/Mainframe system related problems
Supports International calls by utilizing third party translation services when needed
Maintain a working knowledge of the Store Hardware environment and Software systems
Updating Knowledge Base articles to improve trouble shooting
Strong knowledge of Windows operating systems and networking
Experience with installation, modification, and/or repair of Point of Sale hardware and software
Basic knowledge of laser jet printers

Associate Help Desk Technician Resume Examples & Samples

Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate
Help Desk-Experienced
Technology Analysis-Experienced
Technology Trends & Best Practices Experienced
Technical degree and previous customer service preferred

Help Desk Technician Resume Examples & Samples

Associate’s Degree from an accredited college in computer science, computer information systems or a related field; or an equivalent combination of training and relevant work experience may be substituted for training/experience on a year-for-year basis
2 years of increasingly responsible experience performing help desk/operations functions
A+ and/or Network + certification and other industry recognized network certifications
Knowledge of principles and operations of computer systems, network infrastructure and related peripheral equipment
Ability to analyze and troubleshoot user’s problems via the telephone
Ability to maintain knowledge of current technology and able to learn new technology
Ability to communicate professionally, accurately and effectively, both verbal and written, as well as on the telephone
Ability to understand and respond to user questions in an effective and courteous manner
Ability to convey technical procedures and directions in layman’s terms
Proficiency with operating systems, including Windows 7, 8.1 and 10 and MAC operating systems
Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs, the Internet browser, websites and e-mail systems and Office 365
Advanced knowledge and understanding of networking and personal computer hardware

Corp-gti Help Desk Technician Resume Examples & Samples

Work experience in configuring, maintaining and troubleshooting problems with day-to-day operating environments and customer applications. Experience using troubleshooting tools and procedures
Strong dedication to quality Customer Service and a working knowledge of enterprise-wide service-delivery procedures
Strong verbal and written interpersonal and communication skills
Bilingual, Spanish 100%, English at least 80%
Good initiative and assertiveness
Effective listening skills
Must have extensive experience with Microsoft Active Directory, Microsoft desktop applications and Outlook
Strong knowledge of LAN and WAN network
Self-motivation and organization
Technical career or equivalent
Must be able to provide after hours and weekend support as needed

Help Desk Technician Resume Examples & Samples

Administration of user accounts
Ability to import and export documents into reports
File Share Administration experience
Ability to work independently as well as in a Team Environment
Microsoft Windows 7 / MAC / Linux is a plus but not required
Microsoft Office Suite 2010/2013 Active Directory experience
Wireless Connectivity
Cisco/VPN account management
IE7/ Firefox /Chrome /Mozilla
Secure ID Token (two factor authentication)
Experience working with MAC’s is a strong plus
Comptia Security+ preferred
High school (College a plus) and 5 years of experience in a Support Desk /Customer Support environment

Help Desk Technician Resume Examples & Samples

2 years experience in a help desk or call center environment
Demonstrated knowledge of Microsoft Office, MS Exchange, Windows 7/XP, Blackboard, Strayer 360
Must have strong computer skills (Excel, PowerPoint, HTML, Adobe, Crystal reports etc.)

Help Desk Technician Resume Examples & Samples

Create mail enabled user accounts
Determine Exchange Mailbox database assignments
Create users’ home directories with appropriate permissions
Assist with registration of users Common Access Card (CAC)
Modify a user’s account permissions
Add user’s accounts to Distribution/Security Groups
Create new Distribution/Security Groups – possibly mail enabled
Modify Group Permissions on User Folders
Have an understanding of the differences between Security and Distribution Groups
Create and modify Shared Mailboxes
Assign permissions to allow users access to the shared mailbox
Disable a shared mailbox ability to log on
Create a new Exchange Public Folder (i.e. Unit Calendar, bulletin board, etc…)
Assign permissions to Exchange Public Folders
Assist users in the configuration of MS Outlook
Have a working knowledge of the use of a .pst file and how to fix problems with .pst’s
Edit the mail profiles through the control panel
Disable CAC requirement for logon
Reset user’s password
Rebuild user profiles (Server and Local)
Scan .pst/.ostfiles
Utilize Remedy to submit, modify, resolve, close requests for assistance
Ability to assist members with configuring different types of authorized Cell Phones and Devices
Assist Users connecting to and troubleshooting with shared printers – including driver issues
Other tasks or projects as determined to be within the Contracted Scope of Work

Help Desk Technician Resume Examples & Samples

Security+
Microsoft Certified Information Technology (MCITP) - Consumer/Enterprise Support or equivalent or higher
Cisco Certified Network Associate (CCNA) or higher

Help Desk Technician Resume Examples & Samples

Must possess appropriate current DoD Information Assurance (IA) Certification to be considered for employment; either CompTIA A+; CompTIA Network+; CompTIA Security+CE ; Systems Security Certified Practitioner (SSCP); OR CCNA-Security. CompTIA Security+ CE is the preferred certification
As part of your role/function on the program; you will be granted privileged user access. Privileged Users are subject to greater scrutiny as a direct result of the significant responsibilities placed upon them. Please be aware that because of these critical duties; you will be subject to additional IT system monitoring; and supervisory evaluation to ensure continuous adherence to Privileged User processes and procedures. Privileged Users are subject to a zero tolerance policy for security violations
Because of the sensitive nature of the work being done for this government client; all candidates must hold or be able to attain a TS/SCI and be willing to take and pass a Polygraph if requested

Senior Help Desk Technician Resume Examples & Samples

Installs and configures applications software and related hardware (such as desktops, servers, and related peripherals like printers, scanners, drives, monitors and video teleconferencing hardware)
Provides technical support and training to end-users
3-5 years of directly related experience supporting information systems operations

Associate Help Desk Technician Resume Examples & Samples

Screen; refer and diagnose reported issues
Process web application access requests
Provide end-user software troubleshooting and support for common reported issues
Apply diagnostic techniques to identify problems; investigate causes; and recommend solutions

Tier Help Desk Technician Resume Examples & Samples

Troubleshoot and resolve Tier 1 tickets related to technical and connectivity issues for USDA FSIS
Escalate advanced technical and connectivity issues to the Tier 2 level
Maintain a low average handling time to ensure speed of answer service level agreement is met
Utilize ticketing system to document triage/resolution specifics
Handle clients professionally during all interfaces
Act independently to resolve support calls and achieve a high percentage of incident resolution without escalation
Advise and educate end-users on procedural guidelines to ensure a complete solution to their technical issue
1-3 years of directly related experience supporting help desk operations

Help Desk Technician Resume Examples & Samples

Document all maintenance records and actions using an automated logistics information system
Ensure supervisor is kept informed of all maintenance operations; including issues, at all times
Assist with inventory/assess management; maintain 100% accountability of all Contractor and Government furnished property
As required, support surge training or operational requirements
High School Diploma with two to five years of relevant experience in civilian or military areas to include CBRNE COTS and GOTS equipment help desk support functions
In-depth understanding of the US Army two-level maintenance concept and related automated logistics management systems
Experience providing support in a tier ticket environment
Specific experience utilizing maintenance tracking systems, executing maintenance in accordance with master work schedules, and implementing lean maintenance practices
Work independently, manage time, and adhere to deadlines
Effectively communicate to the team, peers, and the customer in words and in writing
IA experience
Field technician support experience
US Army CBRNe equipment detection systems experience

Help Desk Technician Resume Examples & Samples

1 - Shift 6AM – 6PM Rotating Shift
1 - Shift 6PM - 6AM Rotating Shift
An active TS/SCI w/ Polygraph Clearance
Between 1– 3 years of experience in a help desk or troubleshooting environment

Help Desk Technician Resume Examples & Samples

Answer the helpdesk phones and provide support to users
Deploy new software to user computers
Develop and maintain PC images, and deploy images to new hardware for installation at user's workplace
Conduct annual hardware refreshes, including maintaining customer data during replacement
Server support for creation of and maintenance of share folders and printer queues
User settings configuration and standardization through GPOs and Desktop Authority
Set up new users, including both account configuration and initial training and orientation, and account creation when necessary
Maintain a log of all activities in a ticketing system and create a weekly summary for management use, and routinely have considerably the largest number of tickets logged
AA or other 2 year technical degree in related discipline and 3+ years' experience. An additional 2 years of experience may be substituted in lieu of degree
Must have excellent interpersonal/communication skills and technical writing skills to provide exceptional customer service
1 – 2 years' experience with Office 2010, Windows 7, and Active Directory
Must have a current, active Top Secret clearance adjudicated within the last two years. Must be eligible for and awarded SCI prior to starting employment
While performing the duties of this job, the employee is frequently required to handle; reach with hands and arms; stoop, kneel, bend, crouch or crawl. The employee must also occasionally lift and/or move up to 50 pounds or more
Technical certifications, such as: A+, Network +, Security +, Microsoft certs
College course work is preferred

Junior Help Desk Technician Resume Examples & Samples

Document, track, resolve, and report on problems and work orders using Remedy Action Request database system
Monitor networks, secure and non-secure; modify user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to USSOCOM customers located throughout the world
Monitor network status remotely using several Network Management Systems, and create applicable work orders for discrepancy resolution as necessary
Knowledge of workstation hardware and Microsoft Technologies
Monitor secure and non-secure networks 24X7 and escalate incidents to system administrators, network
Administrators, computer security administrators and management teams for resolution. Must be familiar with Dameware and Terminal Services is required

Senior Help Desk Technician Resume Examples & Samples

Provide daily phone support for all end users within the Firm for all components of the IT infrastructure and application support; guide, coordinate and follow-up on questions, problems on all system applications, hardware and software
Manage own daily individual performance measured by call capture, available time, speed of answer, and call resolution and customer support
Ability to work in high stress, high call volume environment ; record problem systems and status information through the use of Service Now
Troubleshoot workstation access, applications software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization
Escalate or consult issues with 2nd level support and management when solution is unclear; proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status
Minimum one year of technical and functional support; preferably within a professional services firm or similar environment
High school diploma or equivalent; completed coursework from an accredited college or university is preferred
Keep current with alternative information systems and technology and make recommendations consistent with the Firm's business and systems strategies
This position will be required to support a very complex and diverse set of hardware and software due to diversity of systems
Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and team work; ability to build productive relationships with peers
Flexibility on daily and weekend schedule required to support 24x7 environment; overtime required at peak times

Help Desk Technician Resume Examples & Samples

Processing Service Tickets related to computer problems, domain account/access, password resets, CAC pin resets, and mapping to shared drives/printers/peripherals
Supports Blackberry Administration, including adding, modifying, and deleting user accounts, as well as configuring, updating, and managing devices
Produces and updates Standard Operating Procedures (SOPs) for Blackberry users
Installs and troubleshoots IP cameras, such as Jabbers and desktop cameras used for Direct Connect Online (DCO)

Information Services Help Desk Technician Resume Examples & Samples

Identifies, researches, and resolves technical problems
Configures, troubleshoots and supports users email accounts and provides basic support of common Microsoft Office & other Microsoft products,
Requires an associate's degree or its equivalent and/or 2-5 years of experience in the field or in a related area
Familiar with Windows 7, Windows 8, and associated support concepts and best practices. Knowledge of Apple products helpful
Good understanding of Networking concepts and practices as they apply to desktop and laptop support
General knowledge of IP phone systems including, 66 block and making cross connections
Has knowledge of commonly-used concepts, practices, and procedures within a corporate Desktop/Laptop support environment
Able to follow instructions and pre-established guidelines to perform the functions of the job
Familiar with standard concepts, practices, and procedures within particular IT field
Relies on limited experience and judgment to plan and accomplish goals
Primary job functions will typically require exercising some degree independent judgment and initiative
Works under general supervision; typically reports to a project leader or manager
Must be able to successfully work in a very social Team Environment
Solid Customer Service Skills

Help Desk Technician Resume Examples & Samples

Must have Remedy trouble ticket experience and skills
Must be willing to work flexible shifts and days as required
Must have or be able to quickly obtain a current Windows Operating System (OS) certificate
Flexibility to work different shifts (days, nights, weekends) is highly desired
Experience with technical knowledge capture, training, and certification of personnel
High School diploma or equivalent experience/combined education, with additional technical training equivalent to a technical Associate’s degree

Supervisory Help Desk Technician Resume Examples & Samples

Serve as the initial point of contact for resolution of desktop/laptop related problems in a 56,000 + customer enterprise
Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 7, Windows 10, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
Document, track, resolve, escalate and report on problems and work orders using Remedy Action Request database system
Monitor networks, secure and non-secure; modify user accounts via Active Directory and Active Roles Server, submit changes to file management and peripheral devices via Remedy, escalate network incidents and provide direct support to USSOCOM customers located throughout the world
Determine which special team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically
Design management reports summarizing overall network and work order status, and contract SLA metrics
Technical expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems
Monitor secure and non-secure networks 24x7 and escalate incidents to system administrators, network administrators, computer security administrators and management teams for resolution
Serve as an Enterprise Remedy Application administrator
Collect operations metrics, analyze and present Service Desk's performance
Develop standard operating procedures (SOPs) and unique training plans to ensure a disciplined approach by all Help Desk Technicians (HDTs) on any shift
Conduct new and recurring training to ensure the HDTs understand the purpose and implementation of Service Desk SOPs
Interface with Service Provider supervisors to ensure coordinated operations
Train, supervisor and schedule the Help Desk Technicians (HDTs) assigned to supervisor

Help Desk Technician Resume Examples & Samples

Provide Tier I and II IT troubleshooting services such as, maintaining, installing, repairing and modifying computers/mobile devices (SIPR, NIPR, CENTRIX, etc.) and their associated business software
Direct customer support for Audio Visual and Video Teleconferencing equipment and services
Document incident status in incident database tools
Provide weekend IT support services as requested by customer
5+ years of relevant working experience with Active Directory, Operating System delivery methods (Altiris Deployment Solution, SCCM, Ghost, etc.) basic troubleshooting techniques in am IT Service Desk environment
Working knowledge of Windows 7, Office 2007 and 2010
Demonstrated background in networking concepts to include TCP/IP, DHCP, VLAN, DNS and other common networking business practices
Currently possess DoD 8570 IAT Level I or II requirements (Network+ce or Security+ce)
Currently possess an active DoD Secret clearance or be able to obtain an Interim Secret prior to start date
Ability to work weekends and may be required to travel upon customer requests. Locations include but are not limited to; Oahu, Guam, Saipan, Korea, Alaska, Hilo & Maui
Experience in DISA, USARPAC, and USARC IT Tiered support Services
Strong interpersonal skills with the ability to work well under pressure

Help Desk Technician Resume Examples & Samples

Provide basic technical advice and guidance on installation, adaptation, configuration or enhancement of CDC PBX's cabling, DAS and UC/Lync
Perform second tier 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 the problems and systems
Possess a wide range of in depth skills and knowledge in telecommunications as well as networking systems in use at customer sites
Provide expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements
Provide expert and second tier technical support for the installation and repair of complex systems and outages
Review system and configurations to ensure successful implementation of services into production
Maintain system stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair
Partner with developers and engineers to reduce re-occurring incidents
Provide consultative assistance during off hours as needed
Provide training to customers

Nipr / Sipr Help Desk Technician Resume Examples & Samples

Support equipment/facility setup and recovery operations at all MTC facilities in support of MTC events and exercises
Provide onsite technical assistance and customer support helpdesk functions
Assist IA managers with maintaining MTC DIACAP Compliance
Maintain both Windows based and RHEL workstations and server class systems and networking equipment

Help Desk Technician Resume Examples & Samples

Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software
Logs and maintains user requests and incidents using Remedy tracking tool
Support rotational bi-weekly on call Help Desk support requirement
Support System Administration and other support activities as required
Support management of queues and incident and service delivery reporting
Support distribution of service outage notification generation and distribution to stakeholders

Help Desk Technician Resume Examples & Samples

Properly enter all calls into the helpdesk system
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 demonstrate good customer service skills
Able to demonstrate knowledge of all necessary web based tools as it applies to the position ( Help desk call tracking applications , etc.)

Help Desk Technician Resume Examples & Samples

Monitor incoming tickets, respond and provide Help Desk support and resolution for reported trouble tickets to end user's satisfaction in a timely manner
Build, configure, install, test computer software and hardware for compatibility with other SCES Program applications Maintain responsibility of computers and peripherals
Ability to work alternate schedule if required
Provide on-site support as needed at customer site in Alexandria, VA
Ability to work in a team environment, knowledge sharing and fulfill other tasks as assigned by Help Desk Lead and/or Program Manager

Senior Help Desk Technician Resume Examples & Samples

Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Desktop, Laptop, software problems and issues
Perform incident management as needed, utilizing ITSM Tools
Configures operating systems, company standard programs and application software
Performs support in the resolution of second-level escalated technical problems concerning PC’s, operating systems, network protocols both WAN and LAN; mainframe, client server technology, shared modem pools and printers
Performs Asset Management and Configuration Management functions, including local Asset audit and inventory control
Provides limited second-level technical support to peers in resolving more challenging client problems
Performs remote hardware diagnostics and coordinates on-site repairs
May participate in applications beta-testing
Makes recommendations for process improvements and technology changes
Create and maintain documents and procedures, with direction from management
May require a Bachelor’s degree in Computer Science or other technical degree or equivalent experience
Microsoft, VMware and or Cisco certification preferred
Typically requires 4-6 years of related experience
Extensive experience providing helpdesk and desktop support for laptops and PC's in an enterprise environment
Ability to provide timely resolution for all end-user requests and root cause analysis for issues
Strong troubleshooting skills with Windows 7, Office 2010, and other business applications
Experience administering McAfee Endpoint Encryption
Strong desktop imaging and software packaging skills
Hands-on experience with Active Directory, Exchange, and Group Policy administration
Experience with troubleshooting issues on mobile devices, smart phones

Help Desk Technician Resume Examples & Samples

Windows XP experience
Desktop hardware
Basic networking
Cisco VOIP Phone Systems
HP/Lexmark Printers
Document Management Systems
Microsoft SMS

Help Desk Technician Resume Examples & Samples

First point of contact to assist with all aspects of computer/network hardware and communications support
Provide primary technical support for proprietary software and related hardware
Assist on network implementation projects such as domain migrations and firewall installs
Maintain a positive contribution as a member of the Client Support and Operations Team, and complete all tasks assigned by management to meet team objectives
High School graduate or equivalent is required
Knowledge of networking fundamentals (TCP/IP, subnetting, routing) and essential server administration (Active Directory user/group management, Exchange mailbox creation)
Ability to travel to client sites to provide support, including overnight and weekend stays
Ability to perform technical support duties for hardware and software support

Help Desk Technician Resume Examples & Samples

Gathering contact, equipment and incident information to create and incident ticket record
Assess the incident and troubleshoot any ticket regarding issues with user profiles account lockouts, password resets and email accounts, as well as, printer management and installations, Citrix and VPN connection, hard drive storage management and application/program installations
Troubleshooting issues regarding application access, peripherals setups and first level user operation guidance within Cerner applications, Imprivata, MS windows, MS office suite
Providing professional and experienced service across the organization
Supporting any Pc, Laptop, mobile device and peripherals helpdesk is not able to service remotely
Reimaging new and repaired PC units, install any application with app, programs, policies and test before deployment

Help Desk Technician Resume Examples & Samples

Provide tier 1 and 2 support for internal customers via telephone and email for all internal technology problems and service requests in a complex technical environment, including hardware/software setup, configuration, problem recognition, research and isolation. Lead customers through diagnostic procedures to determine source of error, document and resolve or properly prioritize the incident/request based on impact and urgency and escalate internal customer incidents in a timely and efficient manner
Explain information system policies as required
Intermediate knowledge of Windows operating systems (2xxx, XP, Windows 7) with the ability to troubleshoot in a Windows XP and Windows 7 environment. Intermediate knowledge of workstation architecture, network infrastructure and data transmission methodologies
Ability to navigate within an AS400 mainframe to manage user accounts
Highly motivated with a willingness to continuously acquire and maintain knowledge of relevant products (software, applications and hardware) and support policies in order to provide accurate solutions to customers
Associates degree in Information Technology or related field, or equivalent combination of education and experience preferred
Help Desk, Service Desk, Technical Support or equivalent educational experience required
A+ and/or DELL certification preferred

Help Desk Technician Resume Examples & Samples

Must have excellent analytical skills
Ability to troubleshoot technical and complex computer/network related issues
Must enjoy assisting people in need of technical assistance in a tactful manner
Ability to accurately recall policies and procedures
Ability to perform and complete special projects

Lead Help Desk Technician Resume Examples & Samples

Engages in research and in-depth troubleshooting to resolve technical issues
Records required customer and problem information in the Remedy Ticketing System
Resolves Tier 1 and Tier 2 issues
Elevates complex problems to the appropriate support groups for resolution
High School Diploma/General Education Development (GED)
10+ years of related experience
5+ year of Remedy Action Request System

Help Desk Technician Resume Examples & Samples

Providing first level phone support to 100-500 internal end users
Trouble-shooting Windows 7, 8 and 10 OS
Trouble-shooting Microsoft Office 2010-2016
Must have great customer service skills

Help Desk Technician Resume Examples & Samples

Internet Explorer
Ticketing (*HP Service Center or Service Now)
OS Troubleshooting
Office 365 (Nice to have)

Help Desk Technician Resume Examples & Samples

Setup and configure computers, printers, scanners and other peripherals
Familiar with computers remoting software, such as SCCM/Altiris
Working with Tandberg or other video recording hardware/software
Diagnose and resolve technical hardware and software issues on multiple platforms
Provide support for computer inventory management and audit
Install and configure hardware and software
Assist with help desk procedures
Identify and escalate situations requiring urgent attention and redirect problems to appropriate resource
Familiar with imaging software/SCCM
At least 2 years experience in a Service Desk environment
At least 4 years’ experience in Help Desk/Desktop Support Environment
Creating User Accounts on Active Directory
Setting up printers on a Print Server and network
Experience using remoting software

Help Desk Technician Resume Examples & Samples

) 2+ years of experience providing helpdesk support and troubleshooting Windows 8.1 and 10 OS, Microsoft Outlook, and application issues. 600-700 calls per month for the entire desk
) Administering user accounts in Active Directory (reset passwords, being able to look up a group and navigate tabs. (Account creation gets escalated to the Network team), and providing mobile device support (I-pads, I-phones, tablets)
) Desktop Support; building and deploying laptops (Lenovo would be a huge plus)

Help Desk Technician Resume Examples & Samples

Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience
Typically has 1-3 years of relevant technical or business work experience
Demonstrated working knowledge of basic hardware and software products and problem solving/ diagnostic skills

Help Desk Technician Tier Resume Examples & Samples

Respond to and resolve help desk requests in a timely manner, providing solutions for technical issues with in user community
Effectively manage and utilize the organization’s trouble ticket system to log calls, update statuses, and document troubleshooting steps and resolutions
Assist with moves and setups of user technical equipment
Communicate effectively and professionally with end users
Handle escalated cases from Tier 1
Test and image laptops
MS active directory
Systems Troubleshooting
Windows Support
Outlook and Exchange server
VPN Support
Excellent professional written and oral communications

Help Desk Technician Resume Examples & Samples

User Account Set up
Deployment
Refreshes
Hardware and Software troubleshooting

Junior Help Desk Technician Resume Examples & Samples

Provide technical support for computers and associated networks
Install, troubleshoot, service, and repair personal computers, network “thin client” terminals related PC software, VoIP telephones, cables, and connectors across multiple networks
Install and maintain baseline software configurations
Connect computers, terminals, printers and mobile devices to existing data networks
Maintain network diagrams and connectivity records
Maintain trouble logs
Instruct users in the use of personal computers and networks
Perform vulnerability remediation as directed to maintain secure networks
Comfortable and capable of interacting with VIP customers
A degree in related disciplince and one year of related expereince or HS and two years of related experience
PCT 2 years of applicable IT experience involving networks, communications, database management, operating systems, or specialized applications
1-2 years of IT customer service/support experience preferred
Ability to work in high visibility, fast-paced, high-demand environment while maintaining decorum is a must
Can demonstrate knowledge/experience in using Active Directory, applying group policies and similar administrative functions
Ability to work independently and in a team environment with minimal supervision
Must enjoy assisting people in need of technical assistance
Familiarity with Remedy ticketing system, a plus
Familiarity with, and can use Microsoft Windows productivity software (Word, Excel, Access, Outlook) to accomplish daily tasks
General technical experience in the setup, operation, and troubleshooting of an IT environment
Possess good communication and customer support skills
Ability to lift up 40-50 lbs
Ability to work in tight spaces requiring stooping, bending and beneath desks

Help Desk Technician Resume Examples & Samples

Receives, screens, and resolves telephone inquiries from employees regarding issues/problems with their personal computers or peripheral hardware, including their operating systems and office programs
Diagnoses, identifies, isolates and analyzes computer problems utilizing department procedures, database records and experience
Identifies and analyzes problems to provide resolution or arrange for service with a technician
Maintains database for tracking activity of all service requests
Notifies PC Technicians or management of recurring problems or patterns of problems
Prepares reports as requested and maintain and update records and databases
Stays current on personal computer and peripheral equipment changes and trends
Recommends updates/changes to department procedures
May assist in software and hardware evaluations, and may assist in configuring or updating personal computers, peripheral equipment or with software deployment
Typically requires an Associate’s degree with an emphasis in information technology, or a related discipline and three or more years of progressive personal computer technical experience in an information systems department. A certificate in information technology from a recognized organization or additional equivalent experience in an information systems department may be substituted in lieu of education
The position requires full knowledge of current personal computers, relevant operating systems and associated peripheral equipment and a general understanding of department policies and procedures
Must be customer focused, able to explain or interpret general information, communicate with all levels of employees, establish priorities, resolve routine technical situations, and able to work extended hours as required

Help Desk Technician Resume Examples & Samples

Active DoD Top Secret/SCI Clearance which requires U.S. Citizenship
2nd/3rd/weekend rotating shifts
Experience with network protocols, hardware and software (i.e., routers, firewalls, switches, LANs, WANs, Ethernet, Fiber Optic Media, TCP/IP and UDP)
Strong understanding of basic network principles
Good technical writing and training skills A minimum of 3 years experience system installation, testing, and support is required
Experience in Air Operations Centers (AOC) or Distributed Common Ground Systems (DCGS) system administration
MS Windows Sys Admin experience/certification
Minimal travel

Help Desk Technician Resume Examples & Samples

Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 60000+ customer enterprise
Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
Determine which function or tier team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically

Help Desk Technician Resume Examples & Samples

High school diploma or equivalent with CompTIA A+ certification
Associates Degree or Bachelor's Degree in Information Systems, Business, Communications or related field preferred
1+ years technical experience working in a desktop environment
Windows 7/8, Apple iOS/OS X, Google Android
Active Directory, Exchange 2010, Office 365 management
Desktop and tablet hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
Client PC connectivity - Ethernet, Wi-Fi, TCP/IP and VPN
Experience with desktop imaging software and desktop security/anti-malware products
Ability to communicate technical information, both verbal and written, to a wide range of end-users

Help Desk Technician Early st Shift Resume Examples & Samples

Must be able to work well with fellow associates and be an integral part of the team
Be flexible with work shifts to allow for possible changes due to the business needs
May be required to perform additional duties as assigned by management
Answer incoming calls and work self-service tickets, isolate problem, determine and implement solution for hardware, software, communications, procedural, and store maintenance problems

Help Desk Technician Resume Examples & Samples

Identify, diagnose, and resolve level-one issues that are reported to the Service Desk
Ensure timely escalation of tickets that are not able to be handled by the Service Desk
Tracking of all assigned and transferred assets listed in the ITAM policy
Work with members of Technology and the business to ensure that proper documentation exist for supported systems
Actively seek process improvements to improve efficiencies within IT Service Delivery
Knowledge of desktop operating systems, various software applications, pc hardware and peripherals, and principles and theories of network systems
Be seen as a credible business partner by peers, clients and the IT leadership team and must be able to influence resources to deliver in a matrix environment while maintaining high customer satisfaction. Strong leadership will be required to develop the Risk & Security Management organization and to perform effectively as a Technology service
Ability to manage multiple work streams with input from resources from a variety of teams, delivering high quality, on budget, within schedule solutions as a Technology service. He/she must have demonstrated matrix organization management experience as well as demonstrate understanding of the relationship between risk and security programs and broader business goals and objectives
Ability to clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. An individual with excellent interpersonal skills and influencing ability who can win the confidence of individuals at all levels, both inside and outside of the organization. The job holder must have excellent written and verbal communication skills
Ability to work effectively in a collaborative environment and foster teamwork across all levels of the organization
Background in successful corporate risk management, technical risk management and security management, related to Technology managed and supported systems. Additionally, he/she must have knowledge and experience in the development and management of an information risk and security program, including identifying critical issues and customizing company-specific practices, to support the governance of information and related technologies
Strong analytical and process management skills and have a broad understanding of business strategy and operations. He/she must be able to clearly articulate the business value proposition for all Technology enabled risk and compliance initiatives
Prior experience on a helpdesk supporting an online service and/or customer service in a technical field is highly desirable

Help Desk Technician Experienced Level Resume Examples & Samples

Troubleshooting and replacing computers, monitors, document scanners, barcode scanners, printers and other peripherals in a fast pace environment
Actively manage the Help Desk ticket queues to ensure POS issues are resolved / escalated within the departments set goals
Collaborate with the supervisory team on issues as they arise in the department
Create / update detailed documentation required to resolve new and known POS issues in the Help Desk Knowledge Base system
Coaching IT Help Desk Level I Technicians as necessary
Must be resourceful and able to take direction in a dynamic environment
Prefer an Associate's Degree in an Information Technology related field, but can have work related experience in lieu of degree
Basic knowledge around the installation, configuration, and maintenance of a Linux OS (both in a physical and virtual environment)

Help Desk Technician Senior Level Resume Examples & Samples

Collaborate with development teams in constructing and testing various integrated job streams
Create detailed documentation required to implement job scheduling changes
Participate in a 24x7 on call rotation, Provide off-hour assistance and support
Coaching IT Help Desk Level I and Level II Technicians
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
Excellent written communication and verbal skills, as well as strong listening skills
Must be resourceful and able to take initiative in a dynamic environment
Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes
Demonstrate skills or the aptitude to learn various testing methodologies
Prefer a Bachelor's or Associate's Degree in an Information Technology related field, but can have work related experience in lieu of degree
Technically proficient at installing, configuring, and maintaining Linux (both in a physical and virtual environment)

Help Desk Technician Resume Examples & Samples

Ensure excellent customer support. Constantly monitor/focus on hardware/software issues to exceed customer satisfaction and taking that extra step to do offer exceptional service above and beyond expectations
Provide all levels of technical support to VIP clients in and out of the Chanel offices
Respond to client requests on all PC/MAC hardware and software matters and provide resolutions that will both improve system performance and reduce downtime
Exhibit strong technical hardware and software troubleshooting abilities, demonstrate ownership and manage incident resolution from end-to-end
Support standard and proprietary applications, analyzing and correcting desktop problems, system upgrades, hardware diagnostics, network access rights and coordinating repairs
Meet with end users to determine hardware/software needs-research options and provide recommendations
Escalate issues and concerns to management and subject matter experts (Security, Application Development Group, Network Support Group, Systems Access Group, or Outside Vendors)
Provide technical support for remote client access and connectivity
Provide basic technical training which includes but is not limited to PCs, iPads, Smartphones, Blackberries, Video, wireless and other Personal devices
Maintain a log of incident and service request calls within the IT Ticketing System
Coordinate any non-standard technology requests, and provide visibility, as appropriate, to senior IT Management
Liaise with other Companies in order to understand the internal implementation of hardware and software requests for standard and non-standard solutions
Provide on-call coverage during off-hours/weekend and expect to travel to other office locations in order to provide onsite support when required
3 years of Level 1-2 Support in 500+ node environment, 2 years Technical Supervisor capacity

Level Help Desk Technician Resume Examples & Samples

Provide a single point of contact for end-users to ensure proper computer operation so that the user can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end-user help requests
Work with customers to understand requirements and expectations, respond to questions from users and remotely assist employees and consultants with technology problems in offices and/or remote sites
Manage a queue of requests from multiple sources including phone, voicemail, internet service requests and electronic e-mail
Enter incidents/requests into ticket tracking software
Prioritize problems/requests appropriately
Apply problem solving and trouble-shooting techniques to inquiries received from users regarding hardware, software and networking services provided. Provide solutions to the stated and underlying issues
Install requested or upgraded software to user PCs
Assign tickets requiring in-depth analysis to the appropriate Level 2 group for resolution
Follow standard Service Desk operating procedures
Solicit feedback from users on support services to enhance and upgrade the quality of services provided
Provide input for Knowledge Articles
Assist in training new employees
Proactively support IT and customer support changes and initiatives
Manage assigned projects to completion and meet deadlines
Fulfill other duties as assigned by the Service Desk Manager / management staff

Senior Help Desk Technician Resume Examples & Samples

Provide level 1 phone/chat support, recording problem systems and status information through the use of the firm's ticket handling system
Support the implementation and deployment of internal business systems and solutions
Maintain technology guidelines, operating procedures and support documentation
Proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status; Provide follow-up once resolved to ensure customer satisfaction
Documentation of resolutions and submission to Knowledge Base
Minimum one year of exposure to customer service, call center or help desk environments
Technical experience in many areas of networking and software including LAN, WAN, servers and third party applications
Strong knowledge of MS Office Product Suite including 2013 and Windows 7
Strong knowledge in the area of wireless capabilities such as PDA devices, hot-spots and aircards
Strong customer service skills, strong written and verbal communication skills, with ability to function in a fast-paced, high energy environment
Flexibility to work overtime, weekends, overnights to support a 24x7 environment; US Citizenship is required

Senior Help Desk Technician Resume Examples & Samples

Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 56,000+ customer enterprise
Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
Ability to install, maintain and troubleshoot server, network, system and application issues
Technical expertise in the set up, operation, and troubleshooting of all associated and follow-on operating systems

Help Desk Technician Resume Examples & Samples

Work independently or as a team member, under the supervision of IT management, in the daily execution of tasks necessary to meet IT quality and scheduled goals of the company
Prepare systems for deployment to end users, including configuration and setup
Document all procedures used to fix or correct problems
Diagnose and repair problems following defined guidelines and procedures
Participate in special projects, hardware and software installations, backup and recovery procedures, wiring and network fundamentals, and other duties
Work in a manufacturing environment
CompTIA A+ certification or Microsoft Certified Solutions Associate certification is preferred

Help Desk Technician Resume Examples & Samples

Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved
Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates
May provide leadership and work guidance to less experienced personnel
Two or more years of technical training
Interpersonal skills for interacting with team members and clients

Help Desk Technician, Mid Resume Examples & Samples

6+ years of experience with supporting help desk activities responding to complicated user questions on a variety of software packages and local area network issues, leading helped desk teams, and providing guidance to junior help desk technicians
Experience with performing various administrative duties using a variety of software packages
Experience with providing technical assistance under supervision
Experience with responding to complicated user questions on a variety of software packages and local area network issues
Knowledge of a variety of supported computer software and local area network operations
Ability to respond to moderately complex or non-routine user questions on a variety of software packages and local area network issues
Ability to suggest and initiate improvements in computer help desk processes and operations

Help Desk Technician Resume Examples & Samples

Provides remote Level II (basic and escalated) technical assistance and supports, and resolves problems related to the use of computer hardware and software for system end users
Maintains accurate and timely records in time tracking systems, ticket management systems, asset tracking systems, and weekly status and metrics report repositories
Participates in desktop-oriented projects
Maintains and audit computer equipment inventories for multiple locations
Coordinates desktop, laptop and peripheral purchasing
Provides new hire IT orientation and training
Two years of previous application support experience required
Ability to work in a team-oriented/collaborative environment
Cabling and connectivity troubleshooting skills preferred
Knowledge of TCP/IP, Windows Security (Share and NTFS permissions) preferred

Help Desk Technician Resume Examples & Samples

Provide quality, timely assistance via telephone, email, and ITSM tools to clients experiencing technical issues or requesting other technical assistance
Maintains thorough, accurate records of all transactions with clients and other IT staff via ITSM tools
Identifies critical and business impacting technical issues and escalates to appropriate resources and managers
Maintains and contributes to the Service Desk Knowledge Base
Follows outlined procedures and policies as they relate to the Service Desk
Follow up with customers, provide feedback and see problems through to resolution
Understands and utilizes problem determination tools and techniques to identify and effectively resolve problems
Develops and demonstrates the effective use of all tools, products, and services
Makes a positive contribution to defined department and individual goals
Communicates effectively with clients, peers, management, and other IT staff
Collaborates with other IT staff to solve technical, process, and other issues in the spirit of continuous improvement
Is able to work independently and without supervision to resolve common technical issues
Provides accurate and detailed information to senior level department personnel on unresolved issues and customer service related problems
Demonstrates a desire for current technical knowledge and pursues formal and informal training. This includes self-study and on-the-job training opportunities
Ability to pay attention to details and to work in a highly structured and procedure oriented environment
Works effectively with cross-functional teams and must be flexible enough to deal with different Technical skill levels, skill sets and a highly dynamic work environment and schedules
Must be a self-starter and works effectively with minimal supervision
Good written and verbal communications skills
Good analytical skills. Adept at problem identification, recovery, escalation and resolution
Must be customer oriented and highly cognizant of the importance of customer service and meeting service level commitments
Works effectively under a high pressure and demanding work environment
Ability to work in a complex global and cultural environment
Associates degree or equivalent; Technical School preferred
Network+ Certification, highly desired
1-2 years’ experience in analyzing end-user technical problem
1-2 years’ experience in a customer service or related role

Help Desk Technician Resume Examples & Samples

You will have basic knowledge of Remedy ticketing
Prior experience preparing hardware, phone, and applicable network connectivity for new hires
You will provide resolution and assistance to standard application : MS Office, IE9 & above, SEP, Cisco Jabber, Cisco WebEx
Ability to provide technical support as it relates to computer systems, hardware and software. Ability to run Diagnostic programs, isolate problems, and resolve and implement solutions in a timely manner
We seek prior experience building desktop and laptops on daily basis with a quick turnaround and minimizing down time for associates
You will have knowledge of Windows 7, Office 2010, Bit Locker, Active Directory, MS Exchange, Symantec, SCCM, Cisco VPN, Cisco NAM and NAC, LAN, MS Dynamics, Cisco Webex, IE9 - IE11, Kofax, Rightfax, Reflectioins, HP Printers and IBM Ricoh Printers
Associate will also answer helpdesk phones assisting internal Broadridge employees globally

Help Desk Technician Resume Examples & Samples

Email issues
Windows 7 support
Ability to lift box of paper and HP Laser Jet printers

Internet Help Desk Technician Resume Examples & Samples

Minimum Education: High School or equivalent
Preferred Education: College exposure and/or certification/technical courses
Prefer customer service experience handling agitated customers
Prefer a minimum of 6 months to 1-year technical support experience
Prefer basic knowledge of DSL or FIOS internet connectivity
Must have a minimum basic knowledge of internet application software
Must have basic knowledge of a variety of operating systems such as Windows XP, Vista, 7, 8, 10 and Macintosh OS X and above
Must have basic knowledge of computer hardware
Prefer phone experience in call center environment
Must be flexible to working a variety of hours in the day, as the center is open 24 x 7

Help Desk Technician Resume Examples & Samples

Provide technical assistance and support for incoming calls and issues related to computer systems, software and hardware
Train computer users
Respond to email messages from end users seeking help
Walk end user through problem-solving process
Recertify and clean up computer related equipment
Troubleshoot problems with Local Area Networks (LAN)
Install computer peripherals for end users
Associates degree with one year experience in a technical customer service field

Help Desk Technician Tier Resume Examples & Samples

Responsible for providing end user support and software, hardware, and network assistance
Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Level I, II and III (when possible) Help Desk tickets
Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network
Triage Level II and Level III trouble tickets
Verify issue resolution on the customer’s behalf
Verify with the customer that the issue has been resolved and update the ticketing system
Interface with infrastructure, database, and development personnel
Communicate plan, progress, and issues in a timely manner
Actively contribute to ongoing process improvement
Performs other duties or special projects as assigned
Ability to complete multiple simultaneous projects in a timely manner
At least 5-12 years of experience in the field or in a related area
Familiar with a variety of the field’s concepts, practices, and procedures
Windows XP, 7, 2003 and 2008
CompTIA Security+CE
IIS and VMware experience desired

Help Desk Technician Resume Examples & Samples

Ability to identify, troubleshoot and resolve Level One technical issues relating to computer systems, hardware, software, telecommunications, printers and networking
Assist internal employees who are experiencing any procedural or operating difficulty with the use of company applications, products or services
Respond to requests for technical assistance via phone, in person, or remotely using remote desktop software
Communicate effectively and concisely, both verbally and in writing
Identify and escalate issues requiring urgent attention or a higher level of knowledge
Identify common issues and report those issues to management
Follow Help Desk practices and procedures
High School Diploma or GED with one year or more of Help Desk experience; or equivalent education
Previous experience with Windows 7 and 8 and Microsoft Office 2013 Suite
Demonstrated interpersonal skills and openness to new technologies
Excellent analytical, interpersonal as well as verbal and written communication skills
Ability to thrive in a fast paced, decentralized work environment

Help Desk Technician Resume Examples & Samples

Respond to incidents either in person or over the phone
Demonstrate excellent customer service experience, trouble-shooting skills and excellent communication skills
Must have experience with troubleshooting, problem escalation, MAC requests, and inventory, as related to the Help Desk
Must have detailed knowledge of problem solving and help desk tools. - Will assist in administrative duties as well
1 year specialized experience, including knowledge of PC operating systems, networking and mail standards and work on a help desk team

Help Desk Technician Resume Examples & Samples

Experienced with personal computers and network operation
Technical proficiency with Microsoft operating systems and Microsoft office suite
Demonstrate a high level of customer relationship skills to include professional telephone etiquette
High school education or equivalent and 3 years of total work experience with at least two years working in technical service providing end-user phone support for PC desktop and application software within an IT organization
Must currently possess the CompTia Security+CE (must be current) certification in order to be considered for this position
Highly desired is HDI Help Desk Analyst certification
Must have a Valid Passport

Lead Help Desk Technician Resume Examples & Samples

Familiarity with SCCM -12 and Server 2012 R2, and Remote Services
As a lead must maintain Shop Policies and Operations. '
Must have CompTia Security Plus and a MCP.(Microsoft Certified Professial Cert)
Must a have the abilty to pass a CI Poly upon customer request

Help Desk Technician Resume Examples & Samples

Normal office duties in support of the contractor support team including sending/receiving emails, setting up meetings and managing calendars. Answering phones, forwarding calls, taking and forwarding messages
Helps monitor the integrity and security of servers and systems and alert technicians to anomalies
Maintains procedures and system documentation
Interacts with users and assists when possible, or directs customers to qualified technician
Assists with problem solving efforts
Participates in daily status meetings and may be called on to present incident management information
Document numerous customer requests per day via commercial ticketing management system
Control, disseminate and monitor ticket queues
Knowledge of the customer ticketing system
Knowledge of the customer's ticketing processes
Knowledge of customer Incident and Change management processes
Incident management as a core process
Proficiency in MS Office (MS Word, Excel, PowerPoint)
Strong ability to write clearly and concisely
Must be able to synthesize technical IT terminology and quickly summarize and simplify for non-technical personnel
Minimum 6 months customer service experience required
Must be able to type a minimum of 20 WPM
Excellent organizational, workflow and multi-tasking skills
Demonstrated ability to represent the organization in a positive, proactive manner
Proven ability to work as a member of a team
Ability to manage competing priorities, while adhering to strict deadlines
Strong oral presentation skills including ability to clearly convey complex information and ideas to employees at all staff levels
8570 policy does NOT apply to this position

Senior Help Desk Technician Resume Examples & Samples

Installs, configures, and upgrades computer hardware and software
Provides troubleshooting and support
Provides guidance and work leadership to less-experienced technicians
Use ticketing system, Remedy for daily assignments and ticketing
Knowledge of SCCM and Active directory management
BIOS and UEFI Configurations updating and application
Baselining PC's with appropriate network and adding Device Drivers
Troubleshooting hardware on multiple Dell and Microsoft paltforms
3-5 years of directly related experience supporting hardware service desk operations

Help Desk Technician Resume Examples & Samples

The Help Desk Technician should ensure that professional support and response standards are met and maintained
Develop a thorough understanding of client's applicable hardware/software configurations
This includes system backup/recovery, basis software management, security management, help desk management software, and library management
Successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
Serve as the initial point of contact for troubleshooting hardware, software, PC, and printer problems
High school education or equivalent and 6+ years of total work experience with at least 1 year customer service experience
At least 24 months experience working in a Tier 1 Help Desk Environment
At least 1 year business/personal experience with Windows 7
Bachelor’s degree in related field accepted in lieu of experience
Knowledge of Personal Computer and network operation
Experience in use of Help Desk management software
Possess the ability to evaluate system problems and provide resolutions
Be able to participate as subject matter expert in long and short range terminology planning
Ability to communicate effectively with all levels of technology users
Demonstrate a high level of customer relationship skills

Help Desk Technician Entry Level Resume Examples & Samples

Manage and distribute help desk tickets using help desk ticketing software
Ability to demonstrate strong analytical and problem solving skills
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts to help others draw valid conclusions
Perform worldwide support for multiple POS systems and OS platforms

Help Desk Technician Resume Examples & Samples

Answer Terrell help desk calls
Assist users on various computer related issues
Build PC’s from basic to engineering-caliber
Troubleshoot all Printer’s (inc.label-type printers)
Handle all mobile phone requirements
Work on computer equipment as needed
Create purchase orders for computer hardware and components
Track and inventory all computer hardware and components
Use PC software to track and route problem calls
Working with the Tier 1 and Network Operations team
Good PC troubleshooting skills required to help with user questions
Good mechanical skills to work on computer equipment
Good telephone etiquette and communication skills
Regular and predictable attendance, safely perform tasks and adherence to all safety policies and procedures are essential functions of this job

Tier, Help Desk Technician Resume Examples & Samples

Monitor health of network, hardware, and software for Cash 360 customers
Provide first line end user support of the cash management systems
Provide timely, efficient and professional service to all clients to ensure client satisfaction
Respond to user queries. Use diagnostic tools to isolate problems and implement solutions
Create problem tickets for all calls and e-mails received, enter the history of the problem and subsequent resolution if resolved at the Help Desk
Document problem resolution for the purpose of process refinement
Attempt to resolve problems and follow established procedures by assigning and tracking problem tickets to second or third level support for resolution within allotted timeframes, follow up to ensure resolution
Resolve issues by using quantitative, analytical and written communication and interpersonal skills
1-3 years’ experience in a call center environment or the hospitality industry
A strong aptitude for problem-solving
Exposure to help desk software, databases, and remote support
Strong troubleshooting and multi-tasking skills
The ability to operate under stress, multi-task in a fast-paced environment, and work in a team atmosphere
The ability to learn, grasp and retain and apply a variety of system, network and security related concepts, information and procedures
Associates degree in Information Technology, Networking or equivalent work experience

Help Desk Technician Resume Examples & Samples

Covers Help Desk phones as scheduled
Resolves Level 1 tickets in the Altiris queue
Troubleshoot/resolve user problems
Setup and configure PCs, printers, monitors
AD password resets
Creates Help Desk documentation in the IMS Reference Database
0-3 Years experience on the Help Desk
Good Problem solving skills
CompTIA A+ certified
Posesses understanding of all PC hardware, Microsoft OS, and OS drivers
Ability to install and configure all Berry Plastics applications with little guidance
Understands concepts of Microsoft Networking architecture
Understands concepts of Microsoft server related functions such Active Directory and File Share Security
Ability to travel to other Berry Plastics locations
Requires guidelines to complete job successfully
Majority of the decision making is done by a supervisor or manager
Reports directly Help Desk Supervisor

Help Desk Technician Intern Resume Examples & Samples

Attend the Help Desk call center phones
Work on Help Desk Level 1 tickets
Active Directory password resets
Excellent Customer Service

Nmci-lead Help Desk Technician Resume Examples & Samples

Associates Degree in related discipline & 5+ years related experience
HS Diploma or equivalent & 7+ years of experience will be accepted in lieu of degree
Chosen candidate should have 3 to 4 years of NMCI-related experience
Individual must have in-depth knowledge of Microsoft Office Products
Candidate should be able to provide technical and software maintenance support, prepare supporting documentation in support of various NMCI data calls and experience in the development and execution of transition plans

Help Desk Technician Resume Examples & Samples

Two years post high school technical education or equivalent.Strong communication and interpersonal skills
Strong analytical and problem-solving skills and follow-through
Demonstrated pattern of initiative
Demonstrated ability to prioritize work and balance multiple tasks at once
A working knowledge of Microsoft Office, Lotus Notes, and Windows
Basic understanding of computer networks and components, including Ethernet, wireless, and TCP/IP
Must be able to lift personal computer equipment up to 50 lbs

Help Desk Technician Resume Examples & Samples

Strong basic troubleshooting skills - ability to use process of elimination and logic
Excellent, proven customer service skills
Experience using Remote Tools, such as Go To Assist or Citrix
Experience troubleshooting network connectivity

Help Desk Technician Resume Examples & Samples

Configure, test and install new, and/or upgrade existing software and hardware
Working knowledge of Active Directory and user account set up
Grow in familiarity with Nortek Global HVAC operations
Provide website and phone support
Maintains an attitude which consistently represents the organizational culture, including: the mission, vision and core attributes
Other Ad hoc duties as assigned by manager
Supports “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination
A+ Certification and Microsoft Certification (MCP or equivalent) required
Knowledge of Windows 7/8/10 and Microsoft Office 2013/16 Suite of applications
This position will be expected to travel to Nortek Global HVAC locations when required

Help Desk Technician Resume Examples & Samples

Answer Helpdesk calls from Corporate Employees to IT
Perform initial triage of incoming and end-user computer issues and problems, requires quick problem and issue identification
Create a helpdesk tickets and document all problems and actions taken
Provide accurate and professional resolution on all supported issues
Assign tickets while working in a fast-paces environment
Update customer on status of open tickets
Accept responsibility/ownership for all assigned tickets from creation to resolution or to the
Understands processes and procedures necessary to successfully perform tasks
Possesses the technical and computer skills required in the position
Demonstrates the ability to learn rapidly and adapt quickly to new processes and technology

Help Desk Technician Resume Examples & Samples

Provide help desk support and resolve trouble problems to end user's satisfaction
Monitor and respond timely and effectively to requests received through Help Desk ticketing software and telephone
Monitor tickets sent to the Help Desk queue with the ability to prioritize tickets
Perform approved software and hardware installations
Perform Windows and Third-Party Patch Testing prior to updates being pushed to user computers, and document results
Update master laptop images, deploy updated images on laptop builds for deployment
Maintain, update and keep track of computer systems, peripherals and software in inventory management
Escalate issues to Tier II/Tier III support team for additional assistance with resolving reported issue(s)
Ability to document and update resolutions add to Solutions Knowledgebase and document internal procedures as necessary
Ability to follow instructions, work independently on assigned tasks which could include, but are not limited to, software upgrades, new computer system staging
Requires on-site support at customer site in Kingstowne Alexandria 22315 as needed

Information Services Help Desk Technician Resume Examples & Samples

Familiar with Windows 7, Windows 8, Windows 10 and associated support concepts and best practices. Knowledge of Apple products helpful
Understanding of Networking concepts and practices as they apply to desktop and laptop support
Desire to share knowledge amongst the team through documentation and cross-training
High standard of customer service, quality, and attention to detail
Ability to utilize a high degree of creativity, analytical thinking, and initiative to solve business problems
Strong oral and written English language skills including experience creating written documentation for technical and non-technical audiences

Help Desk Technician Resume Examples & Samples

Provide helpdesk support and resolve issues for end users
Document and update internal technical procedures and How-To guides
Automate and manage Windows and Linux workstation setup and deployment for new employees including hardware and software
Support the onboarding of new users
Perform timely workstation hardware and software upgrades and maintenance releases as required
Associate degree in Computer Science or a related field or equivalent experience
2+ years of Helpdesk or related computer support experience
Experience with Windows, Linux, Android, and iOS operating systems
Advanced knowledge of the Microsoft Office suite, including Word, Excel, PowerPoint, and Outlook
Basic Networking and TCP-IP knowledge
VOIP and IP Telephony knowledge
Must have a United States security clearance or the ability to obtain a United States security clearance
Bachelor’s Degree in Information Systems, Computer Science or related field
Scripting and desktop automation experience

Help Desk Technician Resume Examples & Samples

Consistently treat employees with the highest level of professional courtesy and always listen carefully to their questions and concerns
Provides support to corporate employees locally and remotely on PC and MAC workstations
Analyze root causes for system and application issues and resolve issues quickly and effectively
Update systems and applications with the latest security patches
All tickets must be completed based on defined service level agreements
Creates and maintains knowledge base articles and procedures to support systems and applications
Performs Asset Management and License Management functions
Provides recommendations for process improvements and technology changes
Communicate issues and incidents to all levels of the organization as required

Help Desk Technician Resume Examples & Samples

Respond promptly to all incoming phone calls, email and electronic requests from faculty, staff, emeriti, alumni, students, and prospective students
Provide directory assistance for the university
Provide level 1 support or assistance for UC enterprise services
Triage incidents and service requests to appropriate support area for resolution
Accurately document, categorize, and prioritize all incidents and service requests in the service management tool
Provide excellent Customer Service by ensuring customer inquiries are handled quickly, politely, professionally, and efficiently
Other duties as assigned or approved by immediate supervisor or manager
Deliver outstanding service
Excellent written, verbal communication skills
Outstanding organizational and documentation management skills
Ability to manage upset customers, conflicts and challenging situations
Strong interpersonal skills with the ability to elicit cooperation from a wide variety of sources
Flexible with shifting priorities
Ability to thrive in a dynamic, fast paced environment where multitasking is required
Ability to work independently in a team environment
Ability to work multiple work schedules (shifts)
Ability to work weekends and holidays
Knowledge of Antivirus/Malware software, wireless configuration, mobile devices, VPN configuration, Exchange Email, Mac OS X, Windows 7-10
A+ Certification, Microsoft or Macintosh Certifications

Help Desk Technician Resume Examples & Samples

Project coordination. Coordinate and complete projects within the IT department for assigned bank/region. This would include IT-driven/led projects and the IT portion of projects not led by IT (branch moves, remodels, opening, closures). Sets deadlines, assigns responsibilities, and monitors and summarizes progress of project. Compiles project status reports, coordinates project schedules, manages project meetings, and identifies and resolves technical problems. Identifies and analyzes systems requirements and defines project scope, requirements, and deliverables. Coordinates project activities and ensures all project phases are documented appropriately
Corporate Communications. Lead role in supporting corporate video and audio conferences including executive meetings and earnings announcements (internal staff and external analysts)
IT hardware and software support
IT Asset Management. Responsible for administrative duties within the IT procurement and inventory management function. Maintains records and databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software. Minimizes organizational cost through product standardization and tracking. Tracks quality throughout the product lifetime. . Note that primary responsibility for these activities will be with a vendor partner. However, the role will ensure adherence, with hands-on involvement as needed, in this area
Technology Refresh. Responsible for maintaining inventories of bank assets and in creating and managing projects to ensure appropriate refresh/replacement of IT assets. Primarily relates to desktop and laptop hardware and software, but could involve branch-based server and network equipment
High school diploma or general education degree (GED); bachelor’s degree (BA or BS) from a four (4) year college or university, or equivalent education from a technical or trade school, strongly preferred
A minimum of three (3) years of computer and peripheral equipment experience to include technical troubleshooting. For Technical II role, experience is 4-6 years; 7+ years for Technician III. Work related experience should consist of a technical background in LAN/WAN information resources, products or services. Educational experience, through in-house training sessions, formal school or technical industry related curriculum, should be business or financial industry related
Ability to deal with technical problems involving multiple facets, variables and situations where only limited standardization exists
Current state issued driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities
Working knowledge of WIN 2000, Cisco Routers, TI circuits, TCP/IP, DNS and WINS
Experience with Internet Connectivity
Demonstrated strong analytical and project management skills for a variety of tasks or projects
Ability to rely on limited information and use judgment to plan and accomplish goals. Performs a variety of tasks. Leads and coordinates the work of others. A wide degree of creativity and latitude is expected
Strong client support orientation. This role has a technical element to it, but the primary focus is on client satisfaction

100

Help Desk Technician Resume Examples & Samples

Strong commitment to a team environment
Capacity to work unsupervised
TS/SCI Clearance is required
CompTIA Security+ Certification is required
Network+ and A+ Certification desired
3-4 years’ experience with Windows and related networking (TCP/IP, DHCP, DNS)
Experience with Active Directory, Systems Management Server (SMS) and remote administration desired

101

Salesforce Help Desk Technician Resume Examples & Samples

Responds to support requests in a timely manner
Ensures reported issues are resolved completely before closing tickets
Escalates support requests as appropriate
Supports teammates on the IT Help Desk
Provide high-quality customer service
Collaborate with others in a professional manner
Communicate effectively and efficiently
Work well under pressure
Use a variety of job-specific tools, office machines and other office equipment
Troubleshoot network connectivity issues for on-site and remote end users
Understand ITSM or ITIL processes
Test and evaluate software for quality and performance
Lift up to 50 pounds
Learn new technology quickly and independently
Work individually and in a team environment
Manage multiple priorities in a timely and effective manner
Develop and maintain detailed, usable technical documentation
Understand and follow agency policies, procedures, standards, and guidelines

102

Help Desk Technician Resume Examples & Samples

Solid working knowledge of PC-based computer systems, networking and specialized software packages
Proficient in Microsoft Windows, Microsoft Office, Printers, PCs
Knowledge of Air Force-specific software a plus
Ability to work well with and train customers on use of PC and application specific subjects Exceptional interpersonal and customer service skills
Ability to communicate with people at all levels and skill sets within the organization

103

Help Desk Technician Resume Examples & Samples

Facilitate effective computer usage. Responds to incoming telephone calls and emails in a courteous and professional manner. Must build rapport and seek problem details from users while recording and tracking pertinent information. Acts as the point of contact for the IT department and back office operations
Trouble shoots problems. Must be able to learn and retain techniques for resolving issues with computer hardware, software, IP phones, mobile devices, network, security and email problems
Provisioning and decommissioning of users. May create and remove users in Active Directory and Microsoft Exchange environments. Works with file, print, application servers and workstation support. Also involves phone setups in a Cisco IP phone network
Contribute to IT process improvement initiatives. Continually evaluates procedures and documentation to ensure concurrency. Participates in IT projects as requested
On Call Duties. Must be able to support rotating on call duties for the Help Desk
Problem resolution. Documents in detail what steps were taken to resolve the problem. Escalates problems as needed. Follows up with the user to verify the issue is resolved to their satisfaction
High School diploma, general education degree (GED) or equivalent required; Bachelor’s degree, Associates degree, or IT related certifications preferred
2 - 3 years of experience in IT support role required— IT degree or certifications will be considered in lieu of some required experience, evaluated on a case-by-case base. Experience in banking or financial services industry preferred
Familiarity with the use and operation of IT Service Management tools (i.e. KACE, Remedy, ServiceNow, etc)
Must have strong knowledge of and experience with current Microsoft Windows and Office products
Ability to learn and retain knowledge of various systems, tools, and applications
Excellent analytical and trouble shooting skills with strong attention to detail
Must have the ability to work efficiently and effectively under pressure in a deadline-driven environment while maintaining a professional and mature demeanor
Excellent verbal, written, and interpersonal communication skills with the ability to interact with all levels of company employees
Must be able to work rotating on-call shifts which may include evening and weekend hours

104

Help Desk Technician Resume Examples & Samples

1-2 Year of experience desired with exposure to customer service and computer support
1-2 years Personal Computer experience including customer support or Help Desk Desirable
Experience with an incident tracking system (Desirable)
Good problem solving and analytical skills
Microsoft Windows Operating Systems
Network Connectivity
Print Services
E-Mail and Internet mail
PC usage and troubleshooting
Ability to interact effectively with others
Ability to follow instructions to produce desired results
Aptitude to multi-task workloads according to established priorities
Ability to remain calm and courteous in periods of stress
Good administrative and organizational skills
Flexible and possesses a willingness to work overtime and work varying hours as required

105

Help Desk Technician Resume Examples & Samples

Has a good working knowledge of the hardware/software utilized in the office environment and provides local support on applicable software packages as necessary
Maintains hardware/software inventory for all personal computer workstations
Investigates and follows up on questions/problems pertaining to all technology usage
Acts as a resource person assisting employees with problems on software applications
Works with the Regional Training Coordinator to assist in technology training efforts as necessary
Maintains communication with local technology management to ensure compliance with local, regional, and corporate technology standards and procedures
Minimum of 3 years experience with installation, configuration, deployment, and support of computer hardware and software
Must be customer service orientated

106

Help Desk Technician Resume Examples & Samples

Four year degree preferred
Prior experience as a field technician is helpful, but not required
Understanding of network LTE and 3G/CDMA infrastructure and cell site layouts preferred
Demonstrated good communication skills
Proven ability to learn and pick up new things
Familiarity with OSS, RTT, ELPT/NPT, and BSM
Experience with LTE and CDMA base station integration is a plus

107

Information System Help Desk Technician Resume Examples & Samples

Conducts Active Directory maintenance for Exchange 2007 and 2010, uses Active Directory to create user accounts, security groups and group policies
Loads and configures Microsoft Windows workstations and servers to comply with DISA�fs regulations
Applies STIGs to the workstations and devices according to DISA�fs guidelines
Services use of in house Audio Visual System, to include setup of presentations from external sources and configures and maintains commercial in�]house telephone system
Maintain SharePoint 2013 to include site creation and data management

108

Help Desk Technician Resume Examples & Samples

Research questions using available information resources
Participate in On Call rotation
Escalate problems to appropriate support Tiers
Track and route problems and requests and document resolutions
Image and build laptops/desktops
Support mobile devices such as iPhones and Androids
Participate in special projects, as needed

109

Senior Help Desk Technician Resume Examples & Samples

Ensures Health and Safety is the number one goal by following policies, processes, and acting in a safe manner at all times
Identify the specific nature of user difficulties and provide a specific and effective response and solution
Ensure a timely response to requests for e-mail and telephone assistance
Log helpdesk calls and e-mails in the Incident tracking program
Direct calls to appropriate information technology (IT) staff as necessary
Regularly check voicemail and incident tickets, and respond promptly for requests for assistance
Performs other duties and tasks as assigned from time to time by management and will be required by the needs of the Clean Harbors business
2+ years hardware and 6+ months Help Desk experience
A+ Certification preferred
Strong PC and troubleshooting skills
Strong knowledge of Physical Network Connectivity, hardware, PCs, Laptops, Network Cards, Modems, Video Cards, and RAM
The ability to provide technical support over the phone and professional demeanor

110

Help Desk Technician Vii-information Technology Services Resume Examples & Samples

Independently diagnose and process customer problem tickets at the ITS Help Desk
Maintain environment that strives for excellent customer service
Keep staff apprised of situations that may result in Help Desk intervention or queries
Provide first-level support to customers of the ITS Help Desk and ensure that a wide variety of questions or problems with technology support are resolved in a professional manner
Solve problems by using a combination of user experience, research documentation, input from co-workers and other sources of information
Identify and prioritize issues that are brought to the attention of the Help Desk
Log all records of activity related to the problem calls within an automated software application used by the Help Desk
Monitor open problem tickets with the Help Desk
Provide a second-level function within the Help Desk structure to assist other members of the Help Desk team
Provide leadership responsibility for Help Desk staff (full-time and student employees) when the Help Desk supervisor is unavailable
Create user instructions and documentation for the ITS Help Desk web sites along with internal documentation as needed by the Help Desk team
One year experience working as a team member in analyzing and evaluating computer system problems according to standard practices and procedures
Experience applying analytical skills in resolving computer-related problems
Effective problem-solving skills
Ability to identify and resolve problems while maintaining excellent customer service
Good interpersonal, organizational and decision-making skills
Good working knowledge of PC, network applications, and various software packages including word processing and spreadsheets

111

Assistant Help Desk Technician Resume Examples & Samples

Providing Service as first Point of Contact for any IT related customer issues
Delivering of the service and the action items necessary to implement organizational strategies
Tracking issues, performed troubleshooting steps, customer information details and all follow up actions in detail within Incident logging tool
Investigating Client’s needs, following up on Customer feedbacks and improving Quality of Service
Supporting and participating in any identified Quality Management System improvement processes
Are genuinely interested in IT
Are flexible regarding different shifts in the afternoons/late evenings/nights/weekends

112

Help Desk Technician Resume Examples & Samples

Maintain a journal of all calls received and log all support incidents to the call center database
Write User Documentation as required
Understand and abide by the Vitamin Cottage Service Request Policies for implementation of system change
Undergraduate degree in Computer Sciences or Information Technology preferred or equivalent experience
Customer service experience in an IT environment, including the ability to communicate effectively with users at all technical levels
Must have ability to troubleshoot issues
Must have knowledge of windows operating environment
Experience with helpdesk ticketing systems

113

Help Desk Technician Resume Examples & Samples

Answer Help Desk incoming calls; provide first line response for users requiring assistance with information technology issues and problems. Provide a single view to the organization for information technology related problems
Monitor the performance and utilization of all system hardware , software and networks; ensure the proper utilization, performance and highest availability of resources including but not limited to: CPU cycles, disk space, response time and network connections
Respond to requests for technical assistance by phone,�email and/or using a help desk management system
Track issues from start to resolution, updating the internal knowledge-base and/or communicating outcomes with relevant business units
Escalate more involved problems to the appropriate tier level support teams; act as a liaison between customers and technical escalation teams and conduct follow up as appropriate
Maintain knowledge of the Information Technology Infrastructure Library (ITIL) methodology, change leadership processes and risk leadership processes to improve trouble-shooting and problem resolution skills
Refine and update technical and business skills through work assignments, advanced technical and business training, attending professional and business industry conferences and actively participating in professional organizations
Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations; develop and maintain positive working relationships with all company departments
Perform additional duties as assigned by leadership
Skills: Operating systems and IT hardware certifications can be beneficial but are not usually necessary

114

Assistant Help Desk Technician Resume Examples & Samples

Answers telephones and responds to basic customer questions using established methods provided in training. Forwards call to appropriate personnel
Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication under direct supervision
Experience working with organizational functions and personnel
Experience working with and skilled in the use of help desk software
Ability to follow oral and written directions

115

Help Desk Technician Resume Examples & Samples

Create a helpdesk ticket and document all problems and actions taken
Assign tickets while working in a fast-paced environment
Accept responsibility/ownership for all assigned tickets from creation to resolution or to the point of escalations (level 2)
Help with Hardware setup and images

116

Senior Help Desk Technician Resume Examples & Samples

Must be able to create clear and detailed technical documentation
Must possess strong communication skills (written and oral) as well as significant customer service skills
Ability to work effectively with cross-functional team. Flexible enough to work with different technical skill levels and skill sets. Ability to work in a highly dynamic environment
Ability to provide input and recommendation on new technology and process improvement

117

Help Desk Technician Resume Examples & Samples

Provide First level support for NSSFC users in the Technical Services Department and elevate requests to MIS Support services to resolve as applicable
Maintain department PCs and related equipment. Perform or schedule any preventive maintenance to ensure optimum performance as well as maintain spare equipment
Creates and maintains help desk support tickets for all users related to the NSSFC system
Administer user security for NSSFC computer system, request user access to MIS as needed
Run interference between NSSFC users and developers – (Communicate User needs to developers to minimize interruptions)
Gather information from NSSFC users and submit applicable standardized documents
Test code and provide developers feedback
Ability to diagnose and take action to resolve system issues for our internal customers
Must be courteous, have a customer centric attitude, professional, and enjoy helping others
Self-starter, ability to work without close supervision
Create requested reports to support users for the NSSFC system
Must have good analytical, logical, and common sense to problem solving
Ability to make hardware and software recommendations
Performs in accordance with Corporate Policies and Procedures

118

Lead Help Desk Technician Resume Examples & Samples

Assigns tasks/tickets to Tier I-III technicians from HP Service Manager, for Change, Acquisition and Non-Acquisition tickets
Schedules all activities and technician dispatch requests
Provides a positive climate for motivation
Serves as central point for technicians to report all ticket status updates
Analyzes and provides feedback to management to ensure that all Service Level Agreements (SLAs) are met on all assigned tickets
Updates HP Service Manager with complete, accurate and timely information
5-8 years of related administrative and analytical experience

119

Help Desk Technician Resume Examples & Samples

1-3 years of directly related experience supporting IT help desk operations
1-3 Years of directly related experience in supporting help desk operations
Cargo Movement Operations System (CMOS)
Logistics Module (LOGMOD)
Automated Civil Engineer System (ACES)
Security Forces Management Information System (SFMIS)
Standard Base Supply System (SBSS)
Next Generation Information Technology (NexGen)
Online Vehicle Interactive Management System (OLVIMS)

120

Help Desk Technician Junior Resume Examples & Samples

A written statement from a physician that the individual is free of all communicable diseases or valid documentation
Hepatitis B vaccine - Required for all personnel with duties involving direct patient contact
Must have a favorable National Agency Check (NAC) or a NAC must be initiated

121

Help Desk Technician Resume Examples & Samples

Answers calls or work orders from users requiring technology assistance; courteously ascertains reason for the call and determines whether issue can be immediately resolved or elevated to other staff
Evaluates each call to determine nature of problem and whether related to hardware, software, applications, client/server systems, desktops, peripheral devices and others, etc.; determines if on-site assistance by Information Technology Desktop Support staff is appropriate and ensures Desktop Support are notified
Uses remote desktop software to resolve issues, performs installations or demonstrates solutions to clients or help client identify issues
Resolves as many user-reported problems as expertise permits using available tools, and following procedures and policies for the handling of cases
Works with customers over the phone to provide step-by-step or detailed instructions on resolving the problem which may include modifying current programs, upgrading software versions and service packs, evaluating controls and security, new changes required
Acts as a liaison between customers and internal support staff to assure accurate problem interpretation; maintains communications with customers during the problem resolution process if necessary
Develops troubleshooting skills by using effective investigative methods and available troubleshooting tools
Completes required Help Desk training to enhance and improve support
Ensures all necessary information is accurately entered and tracked
A college degree in computer sciences, information technology or information systems preferred
One (1) year hands-on work experience working with Mac and PC based hardware, software, networking components in a multi-platform, client/server environment using LAN and/or WAN technologies preferred, preferably in a customer service role assisting with diagnosing technical problems
Related technical certifications are helpful but not required
May consider an equivalent combination of education, training and/or work experience
Provide a positive example to students by supporting the University’s Doctrinal Statement, Ethical Position Statement and Mission of Grand Canyon University

122

Help Desk Technician Resume Examples & Samples

High School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background
2 years in a Customer Service type call center role required
1 year in a technical troubleshooting role for hardware and or software, Service Desk or NOC preferred
Proficient with windows operating system, windows 7 or greater and a minimum of typing 55 WPM
Experience with technical ticketing systems and escalation routing of customer request or issues
Possess excellent verbal, reading, writing, and comprehension skills
Knowledgeable of computers systems and of basic networking systems
Experienced in Microsoft networking and file sharing
Ability to prioritize many competing tasks, deal effectively with conflict and provide hands-on assistance to customers as needed
Experience, and/or proficiency with MS Office is a plus
Must be available for On-Call status as required
Must be able to comply with all company policies, rules, procedures and Code of Conduct
Must be able to interact well with others
Must be able to work independently, or in a team setting
Must be capable of working under tight time constraints in a high volume environment with multiple priorities
Must be able to lift approximately 10-15 lbs., or more if required by the essential functions of the job
Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
Must be authorized to work in the United States

123

Help Desk Technician Resume Examples & Samples

Assist in the research, setup, and testing of new software releases
Assist in the administration of web logins and passwords
Enter/resolve tickets in our call tracking systems
Follow up with customers to ensure issue have been resolved
Ensure that tickets are resolved within SLA guidelines
Fast learning skills and adaptability
Attention to detail with the ability to manage large amount of information intake
Knowledge and experience of customer service practices
Must be able to sit for prolonged periods of time in front of a computer
Knowledge of ServiceDesk Plus would be advantageous

124

Help Desk Technician Resume Examples & Samples

Manage the flow of Help Desk tickets and monitor the queue for delays. Become the first contact for user support; interact with other IT staff
Assist users with hardware and software problems and questions, to include file management, Internet and software usage, peripheral usage, etc
Assist with Network Administration and Management, including troubleshooting problems with communications such as hubs, routers, switches, cables, etc
Keep management informed of Help Desk ticket stats and trends. Post weekly stats to the department SQDC board. Compile other statistics as requested

125

Help Desk Technician Resume Examples & Samples

Two or more years of experience working in a help desk environment supporting hardware, software, and remote users in a complex environment preferred
Experience with hardware and software installations as well as general configuration issues
Outstanding verbal and documentation skills essential for trouble-ticket documentation, with the ability to communicate technical concepts to non-technical users
Prior use of some or all of the following

126

Junior Help Desk Technician Resume Examples & Samples

Bachelors and 2+ years or more experience or High School and 6+ years of experience can be used in liue of degree
Must be able to work in a fast paced environment
2 years of System Analyst experience is desired
Training experience
Comptia A+, Security+

127

Help Desk Technician Resume Examples & Samples

Candidates must obtain CompTIA Security+ CE (Continuing Education) certification by start date
The CompTIA CE requirement is met in one of the following ways
Candidate obtained Security+ prior to January 1, 2011 and enrolled in CompTIA CE program by January 1, 2011
Candidates who are not enrolled in the Continuing Education Program will not meet contractual DOD 8570 requirements
Candidates will also be required to possess one of the following certifications by within 6 months of hire: MCTS on Windows 7, or MCITP EDST for Windows 7 (MS 70- 680)

128

Senior Help Desk Technician Resume Examples & Samples

Identify, prioritize and resolve reported problems including data, account administration, desktop hardware/software, including application issues
Responsible for maintaining and deploying systems via automated methods
Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems
Document, maintain, upgrade and replace hardware and software systems
Maintain, analyze, troubleshoot and repairs computer systems, hardware and peripherals
Provides end user training where required
Ability to shift between projects/tasks to keep up with workload
Strong communication/people skills
Highly self motivated and directed, with attention to detail
3-5 years of technical support experience for small to mid-sized companies’ IT infrastructures (50-100 users)
Strong understanding of Windows operating systems and applications in a domain environment, including Windows XP, Windows 7 and Microsoft Office suites
Experience with desktop encryption methods
Working knowledge of virtualization technologies
Experience with desktop image management
Experience with anti-virus technologies and troubleshooting
Familiarity with Blackberry, IOS, mobile operating systems
Basic understanding of TCP/IP, DNS, DHCP, and VPN configurations
Ability to effectively configure, support and troubleshoot connection settings for Microsoft Outlook users in an Exchange environment
Peripherals setup & support such as printers, scanners, etc

129

Help Desk Technician Resume Examples & Samples

Provide helpdesk support and resolve problems to the end user’s satisfaction
Modify configurations, utilities, software default settings, etc. for the local workstation
Document internal procedures
2 years of relevant technical experience
MCITP Microsoft Certified IT Professional
MCP Microsoft Certified Professional (2000 or 2003 or 2008 only)
MCSA Microsoft Certified System Administrator
MCSE Microsoft Certified System Engineer

130

Summer Student, Help Desk Technician Resume Examples & Samples

Perform surveillance on customer’s Network equipment
Manage workload with efficiency taking into consideration priorities
Collaborate actively with different partners/suppliers
Apply escalation procedures when necessary
Always be aware of new Products and Services sold by Bell
Degree in Computer Science or equivalent experience
Knowledge of inter-networking (LAN/MAN/WAN/VoIP)
Knowledge of the following product and services: IP (IP VPN, MPLS), Broadband (T1, ATM, OE, NGCE)
Knowledge of the following tools: Maximo, Focus, Tim
Customer oriented, teamwork and leadership
Capacity to quickly analyse the customer’s requests
Desire to serve and help our internal and external customers
Ability to partner with multiple internal teams
Listen, understand and respond to customer’s needs
Ability and willingness to manage change and take full responsibility
Quick reaction time and decision-making under pressure
Demonstrate judgement and initiative

131

Help Desk Technician Resume Examples & Samples

Building and configuring PCs and laptops as well as loading software, and conducting audits for unlicensed software
Running and terminating infrastructure cabling between workstations and communication closets
Responding to client calls to troubleshoot reported problems and taking necessary steps to resolve the issue
Strong skills in supporting desk side for Windows XP, Windows 7 and Windows 8.1 installation, troubleshooting and reporting
Experienced to support Mac OSX laptops
Assist users with Operating System issues, desktop software and printer issues
Troubleshoot and support firewall and routing issues
Purchase peripherals and components when necessary
Understanding of networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls
Email and Spam troubleshooting
Bachelor’s Degree with a minimum of one to two (1 - 2) years experience in a similar supporting role or corporate environment is required
A flexible, can-do attitude with customer orientation and strong dependability
Reliable, punctual, well-organized, self-motivator who works well alone and with others

132

Senior Help Desk Technician Resume Examples & Samples

685 - Windows 7, Enterprise Desktop Support Technician
698 - Installing and Configuring Windows 10
697 - Configuring Windows Devices

133

Help Desk Technician Resume Examples & Samples

2-3 years of help desk experience in a corporate environment that supports internal employees
1+ years of experience with Active Directory, setting up users and applying accesses
Professionalism and a passion for customer service

134

Help Desk Technician Resume Examples & Samples

Receive customer problem reports and resolve problems immediately or within the scope of the documented Service Level Agreement when possible. Complete SR (Service Requests) as required
Proactively assist users in preventing future problems by looking for root causes, correcting them, and providing training. Communicate to others at the Helpdesk and I/S Department potential problems and or patterns of errors
Install and configure new PC's added to the HomeStreet Local Area Network
Provide PC support to all users on the network, both hardware and software
Provide limited "on-site" training to HomeStreet PC users. Training will include; basic computer usage, file management, and Microsoft Office applications
Document all communication to and from customers, including resolution and follow-up notes
Answer questions regarding system procedures, system status and downtime
Coordinate and track requests for add/change/delete requests
Responsible for employee moves in the home office, including but not limited to moving technology equipment, phones and patching network ports
Provide Helpdesk support for “enterprise” applications, such as Lotus Notes (e-mail) and MS Office Processional applications
Provide communication of current technology tips, shortcuts and services related to standard PC applications to members of I/S and entire company
Responsible for maintenance of Software Library and check out/in
Responsible for maintenance of Reference and Training Library and check out/in
Responsible for maintenance/tracking/check out/in of loaner laptops, digital cameras, projectors, etc
Assume other duties/projects as they arise and be responsive to the needs of the department

135

Lead Help Desk Technician Resume Examples & Samples

3 years of professional help desk experience
Excellent customer service skills with the ability to make staff feel positive about their support experience regardless of the outcome
Able to effectively communicate and disseminate information in a timely and accurate manner
Be innovative and self-motivated and display personal initiative
Ability to work at a high level as a team member as well as independently
Foster and maintain a positive atmosphere in which skill-building and professional development are encouraged

136

Help Desk Technician Resume Examples & Samples

Strong reading, writing, comprehension, analytical, and interpersonal skills
Excellent time management skills
Able to work as a team member
Technical background with working knowledge of computer systems, mobile devices, and other tech products

137

Help Desk Technician Resume Examples & Samples

Provide post-sale technical support and customized escalation services for Canon Solutions America's customers and employees
Specialize and grow expertise in several advanced solution areas; become team subject matter expert
Ensure customer encounters are maintained at the highest level of customer satisfaction
Perform an efficient customer interaction using phone and web based support tools
Act as senior resource for specific technical solution areas; internal team escalation point for advanced support
Ownership of the most challenging support incidents handled by the Help Desk
Facilitate escalations for technical support to vendors, NTSC, and other Canon resources
Ensure proper documentation is maintained for operational processes
Execute against a personalized education and training plan
Follow all routine operational procedures
Other duties as assigned for technical operations including monitoring mailboxes and handling email requests; monitoring and handling after hours phone messages; and monitoring and handling application based alert systems and ticket request queues
Associates degree desired, demonstrated progress towards a degree program or equivalent business experience required
Minimum five years relevant industry experience
HDI and CDIA+ certifications required (if not certified, must achieve certification within six months of hire date)
A+/Net+, CNA, CNE, MCP, MCSE, supported Canon and 3rd Party Software Certifications (i.e., eCopy, imageWARE, uniFLOW, Documentum, Kofax) desired
Strong background in computer software, hardware and networking support
Specific technical experience with related Canon hardware and software solutions, along with systems connectivity

138

Help Desk Technician Resume Examples & Samples

Provide on-call support as scheduled during non-business hours
Communicate trends and undocumented issues to supervisor, Falcon EHR Support Team, or appropriate Project team
Complete additional tasks and projects as assigned by Help Desk leadership
Advanced ability to diagnose and troubleshoot Microsoft products
Superior customer service skills and phone etiquette
Ability to work evening, weekend, and holiday coverage as needed and scheduled

139

Help Desk Technician Resume Examples & Samples

Provide support of common business applications like Citrix, Firefox, Thunderbird, Symantec ghost, Symantec Corporate Antivirus, and Microsoft Office products
Daily duties include creating and maintaining user accounts, installing software and applications, monitoring servers and networking components
Strong communication skills and pleasant phone demeanor are essential
The ideal candidate will have 5+ years of technology experience
The successful applicant will have experience in removal of viruses and malware

140

Help Desk Technician Resume Examples & Samples

Windows 7 PC's
HP Printers
Multi-function devices
Resetting Active Directory passwords
Setting up computers for new users via a check sheet (no discovery needed)

141

Help Desk Technician Resume Examples & Samples

Field escalated requests from IT Helpdesk Analysts, via Help Desk Tickets (HDT) or telephone in a courteous and professional manner
Desktop computing environment consists of VMware Virtual Desktop Infrastructure, Windows 7 and MAC OS
Perform post-resolution follow-ups to all help requests
Evaluate documented resolutions and analyze trends for ways to prevent future problems Develop help sheets and frequently asked questions/answers for employees and team members
Develop an understanding of how the IT Services that currently exist can be uniquely applied to the customer base
Assisting in the deployment of new Application, OS, Patch releases to the customer base
Knowledge of basic computer hardware, including laptops, desktops and peripherals (PC & Mac)
Extensive application support experience with MS Office, Outlook, SharePoint, Lync etc
Perceptive attention to detail
College diploma or university degree, technical degree from trade school in the field of computer science and/or 2 years equivalent work experience in a customer service role
Emphasis placed on telephone and remote assistance skills
Familiarity with Return Materials Administration (RMA Management)
Maintaining and Management of Spares inventory

142

Help Desk Technician Resume Examples & Samples

Provide first level contact and convey resolutions to user issues
Troubleshoot desktop environment and perform maintenance
Document processes and procedures as required
Provide quality desktop support to internal end users, including support for hardware, printing applications, user accounts, and telephone systems
High school diploma or equivalent, required
Associate or undergraduate degree in related fields and/or 1-2 years of desktop support, preferred
Knowledge of basic networking, Microsoft Windows, Active Directory and Group Policy Objects
Working knowledge of help desk software, databases and remote control
Basic hardware troubleshooting, installation, and RMA\Warranty management
Change management compliance
Customer service orientation
Lotus Notes/ Domino
Windows Deployment Services (WDS)
Microsoft Office installation and troubleshooting
AutoCAD (Basic Troubleshooting)
Basic knowledge of Scripting (VbScript, PowerShell, HTA)
IP Routing
Knowledge of Hosted Services models
Excellent documentation and troubleshooting skills
Effective oral and written communications skills in English
Self-starter who is highly organized and learns quickly
Able to handle multiple projects and assignments with attention to detail

143

Help Desk Technician Resume Examples & Samples

Price Billable Repair activity - Communicate repair estimates
Provide technical support to customers regarding technical questions or problems
Accurately update new data entry and maintain the Repair Department’s data base
Telephone assistance
Career guides, information and tools to help you successfully position yourself throughout every stage of your career
Access to more than 3,000 online training courses through our Kelly Learning Center
Weekly pay and service bonus plans
Group- rate insurance options available immediately upon hire*

144

Help Desk Technician Resume Examples & Samples

Serves as contact for all related user support issues, providing advanced first level technology support
Identifies and resolves service incidents, escalates difficult problems to other IT support teams when required
Maintains the incident log and ensures the resolution of identified issues is documented through closure of the tickets
Monitors changes on all existing and new applications, programs and systems completed and updates documentation as required
Ensures Help Desk Service Level Agreements (SLAs) are met on all incidents
Conducts after-action-reviews, addresses, and records resolution findings
Educates users on desktop, online, remote (VPN) best practices regarding security, passwords and vulnerabilities and proper use of software applications

145

Help Desk Technician Resume Examples & Samples

Must have degree in information technology, or equivalent experience
Must possess an understanding of TCP/IP and networking principles
Experience with desktop and related hardware support, disk imaging utilities, help desk ticketing software, and enterprise antivirus software necessary
Ability to write documentation to describe network and software changes related to applications and hardware
2+ years in end-user support and administration of Active Directory environments inclusive of user and workstation administration
Experience supporting Office 2010
Strong problem solving skills and methodical troubleshooting are required
Must have the ability to work independently
Must be a US citizen and have the ability to obtain a federal government security clearance
Support duties relating to the development, maintenance, and support of the organization’s information technology
Provides support to end users on a variety of IT issues

146

Help Desk Technician Resume Examples & Samples

Ensure users are provided efficient, effective, and timely support on a 24x7 basis; e.g. manage
Bachelor’s degree or Equivalent Experience of Desktop management experience in a service
Strong communication skills, both verbal and written, are a must
Track record of working well with peers and leadership inside and outside IT; developing and

147

Help Desk Technician Resume Examples & Samples

Provide customer service support for office automation applications, PCs and printers
Answer the INR helpdesk phones, provide field support, log calls into helpdesk software, troubleshoot and resolve technical issues, manage helpdesk tickets, escalate helpdesk tickets when necessary, keep users informed of their progress and run weekly helpdesk statistical reports
Use HelpStar ticketing system for tracking all work performed. While performing the duties of this job, the employee must maintain an excellent telephone manner
Associates Degree and 3 years of related experience (3 years providing end-user phone support for current PC desktop and application software OR 3 years installing, upgrading, troubleshooting and repairing personal computers in a network environment). An additional 2 years of experience may be substituted in lieu of degree
Experience utilizing call logging software
Must have a strong knowledge of Microsoft based operating systems with an emphasis on Windows 7, experience using and troubleshooting MS Office suite 2010, Outlook 2007/2010, Internet Explorer, Adobe and NT Toolkit
Must be able to troubleshoot basic hardware and software issues, set-up and customize applications and perform network troubleshooting
Must be capable of providing support to a custom developed messaging system based on RetrievalWare and be capable of understanding complex Boolean queries and assisting users in the development of queries
Must have a current TS/SCI
A+, Network +, Security +, Microsoft certs

148

Help Desk Technician Resume Examples & Samples

1) Troubleshooting Windows 7 and Microsoft Office
3) Hardware and Software Tier 1 Support
2nd Shift (1:30PM to 10PM)
3rd Shift (10PM to 8 AM)

149

Help Desk Technician Resume Examples & Samples

Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines
Works with in house technical teams and vendor support contacts to resolve technical problems with desktop computing equipment and software
Works with Server and Network Operations staff as appropriate to determine and resolve problems received from clients
Interact with numerous computer platforms in a multi-layered client server environment
Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems
Trains and orients staff on use of hardware and software
Performs hardware break fix and repair
Maintain and troubleshoot telephone systems
Minimum of two years of experience supporting XP, Vista and Windows 7 desktop/laptop PCs in a networked environment
Experience supporting Apple Mac OSX and IOS devices, but will train the right candidate
Experience troubleshooting software, peripheral and printing problems
Experience working with Microsoft Office and Outlook
A+ certified and/or Macintosh certification preferred
Basic networking troubleshooting skills
Active Directory and Exchange experience a plus
Prior customer service and phone support experience a must
Position requires 10% travel

150

IS Help Desk Technician Resume Examples & Samples

Bachelor’s Degree in Computer Science or related field highly preferred
3-5 years of Network Administration with customer service interaction
Experience working with Microsoft OS and Office Applications
Independent worker with the ability to manage multiple projects simultaneously
Experience supporting report sites including hardware and wiring

151

Help Desk Technician Resume Examples & Samples

Provide technical support for internal users
Perform routine application and system updates
Maintain and update Windows based system configurations
Continue to evolve current support processes to improve efficiency
Provide technical documentation for technical and non-technical users
Participate in afterhours or offsite projects
Experience creating PowerShell, Batch File scripts
Experience using System Center Configuration Manager (SCCM), Altiris, or other systems management software
Familiarity customizing MSI packages
Ability to effectively troubleshoot a variety of technical issues
Experience configuring Windows based computers
Demonstrate a high level of customer service
Positive attitude and excellent interpersonal skills
Exceptional verbal and written communication
Adaptability in a changing environment
Prioritize and effectively manage time
Ability to work independently as well as in a team environment
Comfortable working with a wide variety of Windows and web based applications
High school education or GED
1-2 years of experience working in a related IT environment or customer service position

152

Help Desk Technician Resume Examples & Samples

Reviews, analyzes and evaluates information technology systems operational issues such as but not limited to use of CIOX Health software products, third party software used in IOD’s line of business, PC’s, laptops, scanners, printers, multi-function devices, and all other peripheral devices. 
Provides technical support to all users via email, phone, or other methods through the use of remote support technology. 
Must be familiar with a variety of field concepts, practices, and procedures such as remote access/control, network and firewall management, cooperative interaction with customer IT/IS groups and internal departments, and vendor service relations. 
Performs a variety of complicated tasks including but not limited to troubleshooting of hardware, software, network and operating system problems and failures; diagnostic testing; designing and developing one or more courses of action; evaluating courses of action in a test environment; implementing best solution. 
Understands, evaluates compatibility and Installs custom and third party software at customer sites. 
Investigates all issues, communicates with customers as to the intended plan, progress and problems encountered in resolving the issues in a timely manner according to the Service Level Agreement. 
Interacts with customer lead personnel and management in the resolution of operational system issues that flow between CIOX Health and its customers. 
Interacts with all levels of staff throughout the organization. 
Achieves complete resolution to all reported issues by gathering pertinent data, identifying and evaluating options and recommending a course of action directed at a workable solution. 
Troubleshoots and resolves all technical issues reported that adversely impact end users – both clients and employees - efficiency or productivity. 
Maintains open communications with customer and other members of the team. 
Installs and upgrades applications. 
Verifies at all appropriate levels – internal and external to CIOX Health - that the issue has been satisfactorily resolved. 
Supports internal web applications. 
Required to follow and comply with CIOX Health’s Service Level Agreement as defined in our Customer SLA document

153

Associate Help Desk Technician Resume Examples & Samples

Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones
Log or record support tickets and/or cases
2 years experience or educational equivalent of Associate's degree
Background in printers, computer software, hardware and networking support
Proven IT customer service background with heavy troubleshooting over the phone
Good computer skills (Windows XP/7, Microsoft Office 2007/2010)
Strong interpersonal and collaboration skills
Strong problem-solving skills
Exemplary Attendance and strong work ethics

154

Help Desk Technician Resume Examples & Samples

The Help Desk Analyst is responsible for assisting the team and providing exemplary customer support
This person will perform a wide array of tasks to support end users, customers, and prospects via phone, e-mail, and chat; this may include walking customers through basic functionality, assisting with password resets, and generally resolving well-known issues
This role may also develop internal and external documentation, perform QA on the Support function, and analyze issues for patterns to improve the Customer Support function
Network Printer troubleshooting/installation
Local Printer troubleshooting/installation
Creating/resetting/adding permissions in Active Directory
Resolving connectivity issues
Troubleshooting/resolving viruses
Network drives/permissions
Troubleshooting VPN issues
Domain Troubleshooting

155

Help Desk Technician Resume Examples & Samples

Provides internal system support to all enterprise customers as well as external support to agent and policyholder customers
Triage and troubleshoot client computing devices and peripherals for enterprise customers. Peripherals include, but not limited to mobile devices, tablets, printers, cameras, projectors, and similar devices
Assists with and resolves call incidents, primarily through the incoming ACD/phone system queue via phone support
Ability to manage multiple priorities and meet established service level agreements and deadlines in a high production environment
Identifies, evaluates, and communicates the impact of change on information systems, procedures, and work flows
Develops support documentation and user references (i.e. faxing, operating system, and Microsoft Office applications), as necessary, for client computing
Maintains an up-to-date technical and practical knowledge and understanding of hardware and software analysis and troubleshooting
Assists agents and policyholders with utilization of company specific, web based applications, in support of policy and claim administration
Modifies and maintains specific end-user application security
Communicates with external vendors related to software and hardware issues and problem solving

156

Help Desk Technician Internship Resume Examples & Samples

Troubleshoot user’s problems
AS/400 password resets
Creates documentation to improve Help Desk issues
PC Setups
Available to work year- round
0-3 Years’ experience on the Help Desk
Understanding of PC hardware, Microsoft applications, such as Word, Excel, PowerPoint, and Microsoft operating systems (Windows XP and Windows 7)
Good written and oral communications

157

Help Desk Technician Resume Examples & Samples

Provides technical (e.g., computer, camera, lighting, proprietary software, hosted solutions, telecommunications) support to employees, logging issues accurately and escalating, as necessary
Uses call tracking software efficiently and accurately to document calls
Provides professional customer service by answering call promptly, speaking clearly, checking for understanding, offering solutions or additional assistance, and working efficiently
Demonstrates clear and timely communication to the end users and within the team
Analyzes issues to determine root cause and implements fixes to minimize operational interruption
Performs equipment repair or maintenance work
Takes initiative to resolve internal customer experience issues, in a customer-focused manner
Safe-guards all customer, employee and company proprietary and personal information ensuring customer and employee data is kept confidential at all times
Creates and maintains documentation for user support, troubleshooting and reference
Performs other projects or miscellaneous duties as requested or assigned
0-2 years in technical support function or related experience
Other (knowledge, skills, and abilities)
Ability to work a varied schedule including days, nights, holidays and weekends, as needed, as well as a rotating on-call schedule
Strong computer skills (e.g., navigation, data entry), including Microsoft Outlook
Strong communication skills (written, verbal and listening)
Detail oriented in the execution and follow-up of work
Ability to balance and execute against multiple projects/priorities simultaneously
Takes initiatives

158

Computer Help Desk Technician Resume Examples & Samples

Perfectly bilingual in English and French
Minimum 1 year of customer service experience and/or call center experience
Excellent customer service skills and strong communication skills
A working knowledge of PC hardware/software troubleshooting
Ability to analyze and solve problems pertaining to hardware and software on home and small office computer systems
Ability to handle multiple responsibilities concurrently in a fast paced environment
Must have a working knowledge of Windows
Positivism, dynamism, team spirit
Available to work day or evening shifts, weekdays and weekends

159

Senior Help Desk Technician Resume Examples & Samples

Coordinates with state agency contacts in providing and/or supervising technical support
Resolves system operations issues
Notifies the MAXIMUS Help Desk to resolve major system issues
Coordinates required systems maintenance with MAXIMUS Office of Information Systems staff, vendors, and project staff
Ensures availability of project system applications, and hardware/software compatibility with state systems
Maintains automated interfaces with all governmental and child support computer systems, in particular the new scanning equipment
Performs daily network maintenance
Ensures data from on-site servers are backed-up on a daily basis and back-up tapes are stored offsite
Supports moves and change requests with the document management, networks, and phone systems
Maintains the document management, LAN, intranet, and phone systems
Develops and generates management reports and other ad-hoc reports, as needed
Troubleshoots problems with printers, scanners, communications lines, cabling, terminals, and other devices related to the hardware/software of the computer or telephone system
Meets with project management to verify that the data needs of the project are met.Serves as the catalyst for continuous process improvement both from an operations and a technical perspective, emphasizing the document management aspects of the systems
Evaluates and validates all data for the project and for presentation to the state agency
Performs ongoing work flow analysis related to all aspects of project operations
Evaluates project systems data for scheduling, performance, and best practices
Maintains confidentiality and security of case and project information
Five (5) years of experience in systems operations and maintenance
Five (5) years of experience in a network-related environment providing in-depth LAN and similar systems operations support
Two (2) years of experience with PC-based systems
Ability to perform comfortably in a fast-paced, deadline-oriented work environment
Ability to successfully execute many complex tasks simultaneously
Ability to work as a team member, as well as independently

160

Help Desk Technician Resume Examples & Samples

Provides support to troubleshoot and resolve problems associated with PC, server, telecommunication, network, software, hardware, and telephone system. Resolve problems at level of expertise and refer all other problems to more senior personnel. Perform assignments in compliance with established procedures
Logs all calls and updates in the Help Desk tracking database. Provides reports on call volume, open problems, call type, etc. Assure that all calls in the database are resolved or transferred to appropriate groups or individuals for resolution
Maintains the patching and antivirus testing and deployment process
Manages and enhances the desktop administration and deployment process
Assists with asset management of computer equipment. Makes purchasing recommendations for desktop hardware and software. Sets up and deploys new equipment, supports existing hardware and software
Initiates and effectively exchanges technical and system application information to enable customers/users to more effectively perform their job function
Provides sufficient and accurate documentation for customer review during all phases of project development and upon implementation
Provides training for customers/users and other help desk personnel
Completes all assigned tasks within the time and budget allocation. Promptly informs supervisor or other appropriate personnel of any significant events that would result in schedule delays
Knows and applies the division’s quality policy and procedures of ISO 9001 as it relates to area of responsibility and the organization. Follows all standard operating procedures as prescribed and notifies appropriate personnel of any non-conformance
Associate’s degree or equivalent education and 1-2 years of experience in a technical field to include supporting network and desktop peripherals and troubleshooting OR
High School Diploma or GED and 6 years of experience in technical field to include supporting network and desktop peripherals and troubleshooting
Desktop support experience based on current Windows Operating Systems
Active Directory and Group Policy administration of the desktop
Antivirus administration with Current software
Windows patching administration with WSUS
Desktop deployment experience using imaging based software
Experience supporting MS Office (Outlook, Excel, PowerPoint, MS Word)
Strong network troubleshooting skills
Experience with ERP support, shipping software, CRM and phone system administration preferred
Demonstrated ability to prioritize and multi-task

161

Help Desk Technician Resume Examples & Samples

Maintain and troubleshoot Mac and PC systems in School of Communication classrooms, labs, and offices
Schedule and deploy operating system and application updates for all computers
Image and set up new computers received at the School of Communication
Ensure lab printers are operational and printer consumables are stocked
Create, publish, distribute, monitor, and enforce computer lab policies and regulations
Perform daily checks of lab and classroom computers and troubleshoot issues as needed
Respond to incoming technical support requests from School of Communication faculty, staff, and students
Log and manage technical support requests through an online incident management system
Document new procedures as needed in an online knowledgebase
Other duties as assigned by the Manager of Information Technology

162

Help Desk Technician Resume Examples & Samples

Provide Tier 2 service/phone support to store associates for basic end-user support during installation of iPads at international store locations
Work with level 1 team to capture and address unexpected service requests
May perform end-user training as it regards assistance with supported applications

163

Help Desk Technician Resume Examples & Samples

High School Diploma, GED, equivalent certification, or military experience
A least 1 year experience with OS X/MacOS – El Capitan and later, especially including system image deployment, maintenance, software and system testing and encryption and security tools (McAfee and FileVault)
At least 1 year of experience with Windows 7 or later, including image deployment, software and system testing and encryption and security tools (McAfee)
At least 1 year support and administration including remote administration, end user support and interaction with other support groups including executive support
At least 1 year experience with productivity tools running on Mac’s/PCs including MS Office, Lync
At least 1 year Mac/PC experience in a medium to large environment
At least 1 year experience with ticketing and traffic reporting tools (Zendesk, HPSM, or equivalent)

164

Help Desk Technician Nd Shift Resume Examples & Samples

Receives and responds to incoming calls, emails, chats, and service tickets regarding user issues. ·
Setups and supports the following: computer hardware, active directory user accounts, software, peripherals, VoIP telephones, security DVR systems, printers, fax machines and Bluetooth devices. ·
Maintains and monitors backup jobs. ·
Conducts research into PC issues and products as required. ·
Generate monthly and quarterly audits. ·
Provides reports for a variety of systems which includes Splunk, ServiceNow, Audits. ·
Maintains the organization of IT storage areas. ·
Manages the tagging of assets for all computer and computer related equipment. ·
Provides training and support to users. ·
Works when necessary with third party support in order to resolve issues. ·
Cisco, EMC, Dell, Brother, Kyocera, Focus BT, Zebra, VMware, Microsoft, Linux, PRTG and AT Task. ·
Strong verbal and written communication skills ·
Excellent critical thinking skills; using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. ·
Able to work independently within a set of guidelines. ·
Strong sense of urgency; ability to execute quickly and efficiently. ·
Excellent organization, planning, judgment, and time management skills. ·
Must have reliable transportation to travel freely between office locations as needed. ·
Must be able to lift 30+ lbs. on an occasional basis

165

Future Help Desk Technician Opportunity Resume Examples & Samples

Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation
Six months of related experience
Demonstrated ability to solve issues with healthcare/clinical applications
Excellent documentation skills

166

Tier Help Desk Technician Resume Examples & Samples

Must be able to troubleshoot network connectivity of various workstations
Must be familiar with and able to troubleshoot client peripherals including printers, KVMs, card readers, monitors, and blades
Must meet DoD 8570 certification eligibility requirements (e.g., Security+ CE)
Ability to prepare, objectively review, and deliver technical presentations

167

Help Desk Technician Resume Examples & Samples

Associate Degree (preferably in a Computer or Management related area) or equivalent combination of completed college-level classes, technology certifications and related work experience
Demonstrated working knowledge of basic hardware and software products
Strong problem solving/troubleshooting skills
Functional knowledge of basic networking protocols
Proficiency in Microsoft Office software
1 year of technical support experience
2 years of customer support experience

168

Help Desk Technician Resume Examples & Samples

4 Information Technology degree
4 3+ years of proved work in the role
4 Knowledge of relevant incident tracking applications

169

Help Desk Technician Resume Examples & Samples

Work experience in trouble shooting problems with day to day operating environments and customer application
Strong dedication to quality customer service
Quickly respond to clients inquiries and complaints
Minimum of 5 years of experience in I/T and in a Help Desk environment
Work experience in Data Center and Network devices

170

EPG Help Desk Technician Resume Examples & Samples

High School Diploma and 6 years experience, or any equivalent combination of relevant education and experience
Security+ Required. Current A+, Network+, and/or CISSP preferred. Formal Military or Civilian Network education/certificate
Experience administrating unclassified and classified network computers and peripheral equipment
Ability to speak, read, write English. Possess a valid Driver's License
Possess an active Secret Clearance prior to starting

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15 Help Desk Technician resume templates

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Help Desk Technician Resume Examples & Samples

Help Desk Technician Resume Examples & Samples

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Help Desk Technician Resume Examples & Samples

Help Desk Technician Resume Examples & Samples

Help Desk Technician Resume Examples & Samples

Help Desk Technician Resume Examples & Samples

Help Desk Technician Resume Examples & Samples

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Help Desk Technician Resume Examples & Samples

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Help Desk Technician Resume Examples & Samples

Help Desk Technician Resume Examples & Samples

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Help Desk Technician Resume Examples & Samples

Help Desk Technician Resume Examples & Samples

Help Desk Technician Resume Examples & Samples

Help Desk Technician Resume Examples & Samples

Help Desk Technician Resume Examples & Samples

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