Helpdesk Specialist Resume Samples
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Helpdesk Specialist Resume Samples
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KL
K Lubowitz
Kole
Lubowitz
35474 Walsh Stream
Chicago
IL
+1 (555) 804 8195
35474 Walsh Stream
Chicago
IL
Phone
p
+1 (555) 804 8195
Experience
Experience
Houston, TX
Helpdesk Specialist
Houston, TX
Kozey Group
Houston, TX
Helpdesk Specialist
- Help desk provided 24/7 support so there will be multiple shifts and hiring manager will work with candidates to find the right one for them
- Provide hardware and applications support for networked workstations, investigating and resolving HW, SW, OS problems
- Provide stock and inventory management
- Provides technical support to Network, Telecom and Infrastructure administrators, as warranted
- Manage small to medium size projects and provide technical leadership to junior Helpdesk members
- Develop tools and SOPs to improve team’s efficiency and productivity
- Configure user accounts for email and network access, including resetting passwords, mapping IP address on the network
Dallas, TX
IT Helpdesk Specialist
Dallas, TX
Kshlerin, Hessel and Huel
Dallas, TX
IT Helpdesk Specialist
- Create work orders in a helpdesk system, and dispatch work orders to other specialists and groups
- Perform backlog work from other technicians to ensure helpdesk is up to date
- Work as a true member of a team with a shared workload and tasks
- Supporting all office technology and equipment, including troubleshooting workstations and workstation software
- Develop solutions by preparing and evaluating alternative workflow solutions
- Provide workstation inventory processes: Images, distribution, repair, replacement, configuration, upgrades, security / encryption, and the like
- Conference room setup – projectors, laptops, networking, video conferencing equipment
present
Houston, TX
Senior Helpdesk Specialist
Houston, TX
Shields-Konopelski
present
Houston, TX
Senior Helpdesk Specialist
present
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
- Encouraging team work, individual growth and development
- Other duties as assigned by manager
- Maintaining a safe, healthy work environment
- Provides support to end users on a variety of issues
- Providing competitive compensation and benefits
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Oregon State University
Bachelor’s Degree in Computer Science
Skills
Skills
- Good physical fitness (ability to lift equipment)
- Ability to follow detailed procedures under stressful conditions
- Excellent knowledge of Windows 7, 10
- Quick learner of detailed procedures
- Solid knowledge of the Microsoft Office suite
- Solid knowledge of Windows
- Solid technical knowledge of support centre software (ticket system)
- Knowledge of basic networking and connectivity – DHCP, DNS, Cabling, etc
- Strong customer service and strong communication skills (both written and verbal)
- Ability to quickly diagnose and fix problems
12 Helpdesk Specialist resume templates
Read our complete resume writing guides
1
Technical Helpdesk Specialist Resume Examples & Samples
- Responsible for daily help desk functions, addressing all incoming support requests via email, phone and web-site
- A help desk coordinator accepts and prioritizes computer help requests and assigns the tasks to the appropriate technicians on the staff. He or she monitors these tasks until they are completed and might have to assign them to new technicians or specialists if they are especially problematic or urgent. The coordinator must keep those who made the request and others within the organization apprised of the status of the work and any solutions that are being undertaken
- 3 years proven office experience
2
Escalated Helpdesk Specialist Resume Examples & Samples
- Support fraud representatives in a multi-client environment; assisting representatives with questions and guidance along with resolving escalated customer and client issues via phone
- Ensure timely and quality resolution of escalated customer/client inquiries via phone and written correspondence
- Tracks call volume and reasons to communicate training needs to appropriate parties. Potentially assist with coaching and training initiatives as needed
- Work with internal customers to support fraud objectives to mitigate losses and drive positive customer and client experience
- Perform other duties and/or special projects as assigned
- Minimum 6 months Fraud/Customer Service/Collections Experience in a call center environment
- Must be willing/able to work flexible work schedules including; nights and weekends to support an 8am – Midnight operation
- Previous Help Line Experience
- Proven history of strong interpersonal skills and two-way communication
- Proven customer/quality focus as demonstrated by successful attainment of recognized business metrics in current or previous job
- Working knowledge of business specific client/card accounts and processes
- Ability to adapt to an ever-changing environment
- Ability to learn and adapt to a fast paced environment
- Attention to detail required
- Working knowledge of Fraud systems and tools
- Demonstrated self-starter as well as a team player
3
Tech Helpdesk Specialist Resume Examples & Samples
- Prior experience working in an enterprise environment. Familiar with IT infrastructure such as Active Directory, SCCM 2012, and SharePoint
- Strong ability to troubleshoot computer and printer hardware from various vendors: Dell, Gteck, HP, etc. Prior experience in building PCs (Installing CPUS, Video Cards, and Motherboards) is highly desired
- Inventory management skills: Cataloging, documenting, and maintaining constantly changing stock
- Strong written and verbal communication skills for dealing with clients. Also, for dealing with Vendors for quotes and warranty service situations
- Knowledge in areas such as: Networking (Cisco), Databases (SQL, Oracle, etc.), and basic programming/scripting
- 2 years of customer service experience
- JDE
- MS Excel – Preferred
- MS Word – Required
4
Helpdesk Specialist Resume Examples & Samples
- Under supervision monitor, support, troubleshoot and resolve operating issues, including failures and service level degradation. Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to employees and customers
- Perform troubleshooting and problem resolution for all types of the IT infrastructure as assigned - hardware, software, telecommunication, business application, customer connectivity, etc
- Follow detailed technical documentation and standard operating procedures to perform various responsibilities
- Answer internal or external users' inquiries regarding computer hardware and software to resolve problems
- Configure and set up of workstations and laptops
- Participate in troubleshooting and quickly arrive at workable solutions, advise other on resolution and solutions in issues
- Enter commands and observes system functioning to verify correct operations and detect errors
- Read technical manuals, read trade magazines and attend conferences and seminars to maintain knowledge of software
- Perform the system backups by initiating nightly and weekly backups
- Refer major software problems or defective products to development departments
- Inspect equipment and read order sheets to prepare for delivery to users
- High School degree, technical certifications, or equivalent work experience
- 1-3 years experience in a call center or helpdesk environment is preferred
- Communication skills, particularly phone skills
- Interpersonal skills
- Ability to work in a fast paced high volume work environment
- Knowledge of Microsoft Windows and Office Platform (MCP preferred)
- Knowledge of MacOS, TCP/IP, XML,FTP, Webex, Internet Explorer, Microsoft Active Directory, Microsoft Exchange 2003, Captaris RightFax
5
IT Helpdesk Specialist Resume Examples & Samples
- Handle technical queries and problem calls from end users and other (IT) teams
- Act as a team member of an international organization and as such support projects and activities also outside Hungary, in close and harmonious cooperation with other teams
- Follow appropriate problem & change management processes
- Actively contribute to knowledge sharing with peers and others
- Strive for IT Security compliance and maintain an appropriate level of awareness, especially with end users
- Maintain technical and process knowledge & skills as required for the role – such as improving technical skills for ERP systems, OSX and Linux skills
- Proactively contribute to identify improvements, cost take out opportunities and new technologies & solutions that could benefit IBM
6
Tier-helpdesk Specialist Resume Examples & Samples
- Become knowledgeable with client profiles, Online Learning Mangement Systems, and any devices/apllications used to support Online Learning
- Excellent knowledge of Security Software, Plug-ins, Microsoft Office, and troubleshooting various Internet Browsers
- Pearson Helpdesk operates on a 24/7 schedule, team members will be required to participate in shift rotation including days, evenings, and weekends
- To serve our international Client base, the successful candidate will work on some Canadian holidays
- At least one year of Customer Service or Technical Support experience is an asset
- Must be able to multitask in a stressful office environment
- 2+ years experience with PC's and peripherals, MS Office, Mac OS, Windows 95 / 98 / 2000 / NT / XP
- 2+ years experience with the Internet and Internet based applications
- Macintosh experience is an asset
7
Helpdesk Specialist Resume Examples & Samples
- Respond to between 25 and 50 requests daily for technical assistance primarily via phone and e-mail
- Diagnose/resolve or escalate where appropriate technical hardware and software issues
- Log all incidents and questions
- Research questions using available resources (Internet, HelpSTAR knowledgebase, etc.)
- Setup Audio/Video Conferences
- Follow Helpdesk procedures
- Administer Windows domain user accounts (Unlock accounts, reset passwords, etc.)
- Document solutions in the HelpSTAR knowledgebase
- Day shift Mon-Fri with some on-call nights or weekends (flexible scheduling where necessary; and punctuality is a key asset)
- Minimum 3 years of technical phone support in a Windows/Microsoft Office environment (preferably financial background)
- 4 years college or technical school certification
- Microsoft certified or actively seeking Microsoft certification
- Handle high-stress phone situations with poise while maintaining composure
- Call Tracking Software understanding and adherence
- Quick learner of detailed procedures
- Good technical problem analysis/solving
- Organized work habits
8
IT Helpdesk Specialist Resume Examples & Samples
- Hungarian: fluent or native
- English: fluent
- Experience in IT Helpdesk and/or Desk side support position of an international organization; installation, administration and troubleshooting
- Experienced in Microsoft Windows environment support
- Ability to support incident and problem resolution process, preferable according to ITIL definition
- Working experience in 1st level support of ERP systems, OSX and Linux
9
Helpdesk Specialist Resume Examples & Samples
- Provide 1st level support to internal clients
- Install and configure computers and other equipment
- Develop end-user documentation
- Assist other team members
- Provide stock and inventory management
- End user training
10
Digital Helpdesk Specialist Resume Examples & Samples
- Provide as the central contact for issues involving the mainframe, Avon websites, mobile applications and other resources necessary to Contact Center functionality
- Expertly resolve website informational contacts and mobile application contacts from our Representatives
- Coordinate with Regional and/or Global Support Centers, Contact Center Staff, Campaign Administration and others as necessary to achieve resolution
- Escalate situations for YourAvon.com issues when a password is required to access the Representative's YourAvon.com account
- Educate callers on how to resolve specific situations in the future, by providing clear references to maps and Infolink
- Demonstrate expert knowledge of Avon's products, processes and procedures. Maintain knowledge level and stays abreast of all new material and program updates
- Accurately maintain tracking for inbound, outbound and off phone tasks
- Identify any coaching issues and forward to the appropriate Supervisor for follow-up
- Maintain the confidentiality of company information as well as Specialist performance
- Assist in functional and performance testing for Avon websites, Mobile Applications and other Avon related systems
- Assists in replicating scenarios for testing purposes
- Attend required meetings with internal Customer Care teams, the Online Team and speak about issues and resolutions during those meetings
- High School Diploma, GED, or equivalent required
- Detailed knowledge of the Contact Center systems and Avon websites preferred
- Certification as a Universal Customer Service Specialist preferred
- Must have expertise in Website navigation and mobile applications/devices
- Excellent written and verbal communication skills needed
- Proven ability to handle pressure and demonstrate flexibility needed
- Demonstrated interpersonal skills and ability to take initiative
- Strong organizational skills needed
- Ability to read and comprehend call flow charts essential
- Must have creativity to create and implement test cases
- Demonstrated ability to provide objective feedback on Avon websites and systems
- Demonstrated ability to work towards department and project deadlines
11
Helpdesk Specialist Resume Examples & Samples
- 13:30 - 21:00
- 1) Associates degree with a minimum of 2-3 years experience in helpdesk/end-user support area required. Bachelors degree preferred. In lieu of the Associates degree, candidates with a minimum of 5 years experience in user helpdesk and phone support will be considered
- 2) Formal training or work experience required with Microsoft Windows Desktop Operating Systems, Windows 7 preferred
- 3) Experience with Numara/Footprints Helpdesk system is desired
- 4) Demonstrated knowledge of the Microsoft Office Suite (Word, Excel, Access, Powerpoint), Microsoft Visio, Internet Explorer, Terminal Services (RDP) and Windows networks (TCP/IP,DNS,DHCP)
- 5) Technical knowledge of PCs, laptops, tablets, printers and/or other computing devices is required
- 6) Professional certifications (MCP,A+,etc.) is highly desired
- 7) May be required to participate in oncall rotations
- 8) Valid Florida drivers license required
12
Helpdesk Specialist / Technician Resume Examples & Samples
- Comprehensive knowledge of the principles; methods; and techniques used in computer troubleshooting and support
- Comprehensive knowledge of desktop operating systems and applications
- IAT Level-II or higher certification required (Sec+ CE; etc.)
- ITIL V3 Foundation or HDI and Microsoft or Cisco related certifications desired
13
Special Services Group Helpdesk Specialist Resume Examples & Samples
- Respond to client requests – Graphic evidence handling and technical support
- Equipment health monitoring – Track and notify customer in real-time of all service issues discovered on a daily basis. Interface between client and National installation and service team service calls/testing commissioning of new accounts
- Data entry and maintenance of accounts, first tier technical support ensuring 100% client satisfaction on an ongoing basis
- Additional tasks as assigned
- Rewards and benefits
14
IT Helpdesk Specialist Resume Examples & Samples
- Supporting all office technology and equipment, including troubleshooting workstations and workstation software
- Managing video/IP conferencing and audio/visual systems
- Managing imaging and deployment
- Managing backup and replication
- Monitoring all critical business systems and applications for up-time and availability
- Providing event support for internal and client meetings
- Providing excellent customer service, telephone support, and communication
15
Helpdesk Specialist Resume Examples & Samples
- High School/GED or higher with 1 to 2 years of relevant experience
- Candidates with additional education and varying levels of relevant experience are strongly encouraged to apply
- Possess demonstrated knowledge and expertise in resolving complex issues relating to network connectivity, hardware, software, and end-user problems for Local Area Networks (LANs), printers, and peripherals
- Possess knowledge in basic to intermediate hardware, software, and language skills
- Microsoft Office recommended
- Possess knowledge and expertise in all Microsoft Products – including Server and Desktops with and have some basic knowledge of RedHat
- Prior On-Site DoJ experience
- HP Service Manager a plus
- Knowledge and/or experience in the following COTS applications (and sub/Suite products) or hardware and sub products of vendor product or technology listed should be indicated on Resume
16
Helpdesk Specialist Resume Examples & Samples
- Provide installation and support of PC and Mac hardware and software (including peripheral devices such as printers)
- Troubleshoot and resolve end user issues (both for onsite and remote end users)
- Must create a high level of user satisfaction through accurate timely follow up, strong technical skills, good customer communication and relationship building
- Strong interpersonal skills and ability to interact favorably with a wide variety of people
- Knowledge of office productivity software (Outlook, Word, Excel, etc)
- Knowledge of Antivirus and Spyware
- Self motivated, independent and a team player
17
Helpdesk Specialist CO Resume Examples & Samples
- Minimum of an Associate's degree or higher
- Minimum of five years of related experience
- Current active DoD security clearance required
- Microsoft Access experience
- Previous help desk experience
18
Helpdesk Specialist CO Resume Examples & Samples
- Associate's degree or higher with minimum of 5 years of related experience OR 8 years of related experience may be substituted in lieu of degree
- US Citizenship required. Candidate must be able to obtain and maintain a DoD security clearance
- Previous IT help desk experience
- DoD clearance
19
Tech Helpdesk Specialist Resume Examples & Samples
- Assists providers with transactions submitted through the POS network
- Assists and responds to inquiries regarding on-line pharmacy claims processing (CALPOS)
- Assists and responds to inquiries regarding Drug Use Review (DUR) alert procedures
- Assists with CHDP Gateway and Hospital Presumptive Eligibility (web base application) activities
- Bachelor’s Degree; comparable work experience may be substituted for degree requirement
- Minimum six months call center experience, preferably in a technical call center
- Minimum two years medical claims examination and/or billing experience
20
Helpdesk Specialist Resume Examples & Samples
- Identify end-user requirements for software and hardware
- Install and configure hardware, software, and peripheral equipment for system users
- Manage accounts, network rights, and access to systems and equipment
- Manage inventory of IT resources
- Monitor client-level computer system performance
- Provide recommendations for possible improvements and upgrades
- Test computer system performance
- Knowledge of basic physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage)
- Knowledge of database procedures used for documenting and querying reported incidents
- Knowledge of disaster recovery continuity of operations plans
- Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, electronic organizers, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, telephones, copi.
- Knowledge of knowledge base capabilities in identifying the solutions to less common and more complex system problems
- Knowledge of measures or indicators of system performance and availability
- Knowledge of the operations and processes for diagnosing common or recurring system problems
- Knowledge of the type and frequency of routine maintenance needed to keep equipment functioning properly
- Skill in conducting open source research for troubleshooting novel client-level problems
- Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation
- Skill in testing and configuring network workstations and peripherals
- Skill in the basic operation of computers
- Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system
- Alerts management to recurring problems and patterns of problems
- Must hold a Secret-level security clearance with eligibility to gain a Top Secret-level clearance
- Associate degree (computer science or related field preferred) or equivalent combination of education and experience
- 4+ years’ experience in IT-related position
- Experience working with systems infrastructure including hardware configuration, operating system and networks
- Ability to effectively communicate highly technical information in written and spoken form
- Ability to apply computer security best practices
- Strong communication skills to develop training manuals and procedures
- Strong presentation skills to train and educate employees on technical material and applications
- Strong interpersonal skills for interacting with employees at all levels of the organization
- Strong comprehension skills for understanding products and applying knowledge to presentations
- Strong organization and time-management skills
- Ability to maintain high level of confidentiality regarding employee information
21
IT Helpdesk Specialist Resume Examples & Samples
- Provide Tier 1 hardware and software support for remote and internal employees through email and phone
- Follow standard operating procedures, and revise documentation as needed
- Support mobile device issues and configuration including iPhones, iPads and tablets
- Remotely support hardware failures, operating system and application problems and network connectivity
- Remotely install software and patches
- Create work orders in a helpdesk system, and dispatch work orders to other specialists and groups
- Update inventory records for end users, hardware and software
- Monitor, diagnose, repair and run preventative maintenance on computers
- Remote customer training
- Basic user account management
- Windows 7/10, MS Office Suite
- Active Directory maintenance and Exchange 2007 & 2010
- Computer hardware, printers, scanners, computer peripherals
- Mobile devices (Apple products)
- Connectivity - Ethernet, TCP/IP, VPN, remote tools such as GoToAssist and WebEx
- Strong customer service and troubleshooting skills
- 2 years+ experience working in a Windows environment
- An Associate’s degree or Bachelor’s degree
- Preference will be given to candidates with training, experience or certification in IT or networking, and previous help desk or call center experience
22
Helpdesk Specialist Resume Examples & Samples
- Answer Help Desk phones and provide Tier I support to users on a variety of issues
- Analyze, evaluate, and test software and hardware problems
- Experience using Microsoft Office tools
- Strong customer service and strong communication skills (both written and verbal)
- Excellent interpersonal skills, especially ability to listen and understand what is being described
- Working knowledge of Remedy ticket system; creating, updating and closing tickets
- Experience with computer terms and customer service operations
- High School diploma with 2-4 years of related experience
- Must be US Citizen with a Secret clearance (or higher)
- Security+, A+ or Network+ certification
23
LMS Helpdesk Specialist Resume Examples & Samples
- You will provide technical assistance & support for incoming queries and issues related to the Cornerstone platform migration/operation
- You will handle content deployment responsibilities for WBT/ILT/Virtual training events
- You will provide catalog management services
- You will monitor service desk for tickets assigned to the queue and process first-in first-out based on priority
- Respond to email messages for customers seeking help and suggest improvements (if needed)
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Escalate complex incidents to third-level and Vendor support personnel
24
Helpdesk Specialist Intern Resume Examples & Samples
- Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
- Documents, tracks, and monitors the problem to ensure a timely resolution
- Possess strong customer service and communications skills
- Handle heavy call volume
25
Global Helpdesk Specialist Resume Examples & Samples
- Outstanding customer orientation, i.e., ability to build rapport and trust quickly and to influence an audience through communication to arrive at the best solution
- Excellent English written and verbal communication skills, i.e., active listening, ability to cogently summarize an issue, both in writing and verbally
- Have the skills to support: MS Office, internet browsers, MS Windows, Lotus Notes, BlackBerry, Cisco VPN, network printing, and wireless routers
- Good judgment skills with a strong sense for urgency and attention to detail
- Excellent problem-solving skills, i.e., ability to apply a highly logical and well-organized approach to the analysis and resolution of issues
- Satisfy users. Understands the impact of service quality on customer satisfaction. Receives positive feedback from the McKinsey community regarding the clarity of their communications, patience, and problem-solving abilities. The Specialist strives to form a productive relationship with each caller, following up with all problems to ensure resolution of the client problem. (Measure: Maintains a minimum customer satisfaction score of 4.80 or excellent scores on other satisfaction measures like NPS - Empathy, technical knowledge, communications, ownership.)
- Creatively handles complex client issues. Demonstrates sound judgment, uses resources wisely, and knows when to escalate. When an issue cannot be resolved immediately, specialists apply their creativity to identify alternatives and workarounds to enable our users to continue working until a more permanent solution is found. Specialists understand that their most important priority is to get the McKinsey colleague up and running quickly. They have a strong sense of customer orientation and an understanding of the business needs of the Firm’s end-users. They view the situation from the user’s perspective and try to understand the obvious and hidden needs of users (flexibility, creativity, innovation)
- Actively engages in self learning and self-improvement. Asks for guidance on how to improve and use new knowledge regularly. Examines situations that occurred with the intent to improve for future operations. Open to suggestions for improvement (self-motivation, curiosity, communication)
- Demonstrates general helpfulness to colleagues. All specialists demonstrate the willingness to help their colleagues by sharing knowledge, being punctual and available when the desk is busy, and showing overall care for team members. Understanding and living the McKinsey values is an important driver for success in this role (interpersonal relationships, collaboration)
- Ensures seamless interaction between support teams and proactively shares information with these teams. Demonstrates a high degree of collaboration with local teams and regional Helpdesks. Recognizing that the Helpdesk operates in a 24/7 environment, the Specialist ensures issues are turned over to the next region with complete documentation. Makes positive suggestions as to how to improve the department and the customer service process in team review meetings. Offers assistance voluntarily and willingly, interacting politely and professionally with team members (natural helpfulness, communication, professionalism)
- Uses the KCS methodology and ensures all self-resolved call tickets are linked to appropriate knowledge objects (Measure: 70%-80% link rate). The specialist will search for knowledge in order to resolve the caller’s issues and is expected to link or create solutions following pre-defined processes. Additionally the specialist will provide regular and timely feedback for existing knowledge. New Knowledge Objects (KOs) are created as appropriate and duplicates should be flagged for archiving. The specialist must follow the KO structure and formatting guidelines (technical knowledge, efficiency, work ethic)
- Logs all new support requests. Logs all new issues received at the help desk accurately and efficiently. Leverages existing and emerging user support processes and problem-tracking methodologies by logging or updating all support calls and proactively contributing technical solutions in the service management knowledge repository. Notes are accurate and insightful. Tickets reflect all problems solved during a particular call. Documentation is clear enough that inquiries and complaints could be traced to the source, and the situation is clearly explained in the notes (organization, thoroughness, communications)
26
Junior Global Helpdesk Specialist Resume Examples & Samples
- Desire to learn new skills and to extend existing knowledge of IT technologies
- Knowledge in one or more of the following areas is a plus: Windows 7 and 8, MS Office 2010 or 2013, VPN solutions, Lotus Notes and Outlook
- Good communication skills in English; our internal business language
- Understand the power of the team and can thrive in this environment
27
Tech Helpdesk Specialist Resume Examples & Samples
- Older Windows systems is a plus
- MAC
- IPhone
- Service Center
- Mainframe/Mainframe Printers
- Router/Switch
- Servers (Windows/Unix/Linux/AIX)
- Chat
- Perfect Attendance and Punctuality Standards
- Able to work in a Team Environment
- Able to work multiple shifts
- Self-Motivated and Prone to Self-Development
- Have a Strong Sense of Urgency
- Have a strong sense of Values
- Integrity
28
Helpdesk Specialist Resume Examples & Samples
- Troubleshooting PC software/OS, hardware and connection issues
- Problem resolution and problem escalation over the phone
- Special projects may be assigned and an opportunity to work with Tier2 support staff, based on your ability to meet and exceed performance benchmarks
29
Helpdesk Specialist Resume Examples & Samples
- Follow up on client requests
- Write up requests for the right departments
- Provide level 1 and level 2 remote user support
- Communicate with users who are experiencing difficulties or who have questions and provide answers or refer them to the right contacts whenever necessary
- Install software and carry out remote PC debugging
- Handle complaints and difficult requests from clients
- Enhance and maintain departmental processes and tools to ensure quality service and customer satisfaction
- Assist the helpdesk team lead in collecting, understanding, discussing and analyzing user suggestions
- Client focus
- Ability to set priorities
- Organization skills
- Technical problem solving skills
- Bilingualism an asset (French-English, spoken and written)
- Solid technical knowledge of support centre software (ticket system)
- Solid knowledge of Windows
- Solid knowledge of the Microsoft Office suite
30
Helpdesk Specialist Resume Examples & Samples
- Triage tickets
- Passive AD resets
- Familiarity with troubleshooting Microsoft office products
- Must be open to different shifts
- Help desk provided 24/7 support so there will be multiple shifts and hiring manager will work with candidates to find the right one for them
- 10% shift differential for overnight
- Top 3 Skills
- Manager Notes
- Providing support for 7 clients ITaaS (IT as a Service); direct troubleshooting, understand clients’ policies and procedures; application support for client specific based software
- 75-85 legacy clients; not hands on troubleshooting but will create tickets which will be escalated to appropriate technician
- Strong phone presence
- Training is 9-5
- Shifts can range from
31
Helpdesk Specialist, Temp Resume Examples & Samples
- End user support in a Microsoft Windows based network environment (Windows 7/8, XP, VPN and printers as well as Active Directory 2003/2008)
- PC support: desktop and laptop upgrades and installations; Routine maintenance of desktop systems and network servers, upgrading drivers and BIOS
- Assist users with technical issues over the phone and in person
- Assist with system & network support issues when assigned
- Software installation and issue resolution for end-users; software license compliance management
- Timely resolution of end user issues and handling of tickets
- Monitor site error logs on a daily basis, reporting problems to the appropriate parties
- Account management and setup
- Perform new user and termination processes for the Americas
- Support the Dallas office and remote field offices; occasional travel required (5-6 trips/year)
- Support after hour requests (rotation among team members)
- 1+ year prior experience supporting networked systems in an NT network environment
- Strong working knowledge of PCs and Office suite
- MCP, MCSE certification achieved or in progress
- Service oriented, good communication skills
32
Helpdesk Specialist Resume Examples & Samples
- Provide 1st level technical support primarily focused on application support professionally and efficiently, maintaining a high level of customer service
- Ensure that all SLA’s and escalation points are met
- Work effectively and productively with our Level 2 and 3 support
- Take ownership of user problems, perform a technical diagnosis, and fix the issue remotely or ensure the right deep level support team understands the issue so they can resolve
- Document all calls on our support desk application (ServiceNow)
- Maintain user security on all systems
- Support users in the use of various applications by providing necessary training and advice
- Train users in our software via remote methods
- Install and configure our products according to the client requirements and as per project plans
- Technical writing skills a must to ensure our Knowledge Base is relevant
- Post -Secondary Education- either Degree or Diploma in Computer Science, Computer Engineering, or related field
- Minimum 1 year of related experience working in a support role
- Experience in supporting business applications
- Strong preference for candidates who have knowledge of Oracle ERP, Microsoft Dynamics, SharePoint
- Scripting knowledge is a plus
- Strong ability to communicate technical concepts to non-technical people in a clear and concise manner
- Bilingual, French and/or German an asset
33
Associate Helpdesk Specialist Junior Resume Examples & Samples
- Support the following software packages; Windows Operating Systems, Microsoft Exchange/Outlook/Office 2010,2013, 2016; Active Directory, and other commercial and proprietary software
- Provide technical support, diagnose and resolve any issue regarding the above software, provide training and guidance for new VSE personnel using this software
- Document and communicate all issues regarding breakdowns and their resolution
- Support the inventory database for desktops, servers, laptops, and other computer peripherals, i.e. printers
- Set-up new accounts for network access, e-mail, Citrix, Costpoint, and other systems as directed
- Participate in cabling/wiring as required to stand up new sites
- The qualified candidate must have 1 - 2 yearsprevioustechnical support/customer service experience
- The candidate should have broad technical computing background in desktop, laptop, and server hardware and operating systems such as all current Windows versions and knowledge of standard business software applications, including all Microsoft Office/Outlook versions
- Excellent verbal and written skills are required. The ability to function with little supervision under tight deadlines is required
34
Helpdesk Specialist Resume Examples & Samples
- Remedy activities
- Imaging laptops
- Deploying laptops - docking stations, connections, inventory paperwork, minor training, moving equipment
- Troubleshooting laptop issues - software installs, hardware repair, connections
- Inventory activities related to laptops - spreadsheet operations, data entry, assembling laptop kits, unboxing, moving equipment, sorting peripherals and related items
- Laptop sanitation
- 3 years or relevant experience
- Good interpersonal skills to communicate and work with customers and team members
- Good organization and time management skills
- Ability to resolve hardware/software problems
- Ability to troubleshoot technical problems either on-site or remotely
- An ideal candidate would possess A+ certification
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Helpdesk Specialist Resume Examples & Samples
- Help ensure a world class level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets
- Maintain proactive and timely communication with customers via multiple mediums (tickets, calls, walk-ups, IM)
- Manage small to medium size projects and provide technical leadership to junior Helpdesk members
- Act as a strong technical resource and senior escalation point for numerous technologies such as Windows, Mac, networking, video teleconference, print, file services, VM, and mobile devices
- Develop tools and SOPs to improve team’s efficiency and productivity
- Oversee daily performance and operation of computers, printers, video systems, and telephones
- Setup office and cubicle workstation with monitor, keyboard, mouse, etc
- Install, configure, and troubleshoot software and hardware peripherals
- Image and deploy Windows, Mac, and Linux OS to end-users
- Setup, maintain, and troubleshoot video conference equipment
- Maintain tight hardware and software inventory controls
- Manage vendor relationship for service repairs, orders, and maintenances
- Create/terminate user and system accounts and deploy/retrieve equipment
- Provide instructional training to new hires on system use, best practices, and company policies
- Function in a standalone fashion at the local office as well as part of the global team answering questions and responding in a timely fashion
- Good understanding of ITIL concepts
- Preferably ITIL foundation certified
- Understanding of new office buildouts and office expansions
- Familiarity with network routing, switching, firewall, VPN, WiFi technologies
- Professional certifications: MCITP (Enterprise Desktop Support Technician 7), Mac, or A+
- Experienced support for video teleconferencing systems
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Helpdesk Specialist Resume Examples & Samples
- Assist with creation of IDs including LAN, email, CURE, Web-applications, MPD, etc
- Maintain the process of routing security requests to the appropriate security groups
- Develop a functional understanding of key Magellan applications including Amisys, AMSW, CURE, Quest, IP, Maplinx, MPD, SQL Referral, Caretrac, etc
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Helpdesk Specialist Resume Examples & Samples
- Experience supporting Active Directory- creating accounts & password resets
- Experience providing Remote support- SCCM, Logmein, VPN, RDP
- Troubleshooting VPN connectivity for external end users working remotely
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IT Helpdesk Specialist Resume Examples & Samples
- Assist the team through sharing of knowledge; demonstrating team spirit, collaboration, support
- Troubleshoot all technical issues, including (but not limited to) active directory & password resets
- Resolve hardware issues, software issues, hardware refreshes and upgrades, O/S issues
- Identifies and escalates all issues and can prioritize and work in a fast paced environment
- Document on all tickets, maintain, upgrade or replace hardware and software systems
- Develop solutions by preparing and evaluating alternative workflow solutions
- Define application problems by conferring with end users; evaluating procedures and processes
- Candidate must have working schedule flexibility between 6:30 AM and 6:30 PM CDT/CST
- KACE ticketing system experience
- Experience in proving Remote user access (Cisco VPN) support
- Wireless user connection support
- ITIL highly preferred not required
- Office 365 user support
- 100% phone support
- Great personality, go getter wants to learn
- Level 1 LAN connectivity support
- Laptop image building and support
- Using network and server monitoring tools (SolarWinds, NMIS, LookingGlass, etc.)
- 2 – 5 years of relevant experience
- Associate's degree in Computer Information Systems or equivalent required; Bachelor's degree preferred
- Strong customer service orientation
- Ability to analyze data and work independently with minimal supervision and be team oriented Knowledge, Skills, and Abilities
- Level 1 LAN/WLAN networking troubleshooting experience
- Team work personality
- Good documentation skills Preferred Education, Knowledge, Skills, and Abilities
- A+ Certifications or equivalent
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Oracle Helpdesk Specialist Resume Examples & Samples
- Provide tier 2 customer support to end-users via telephone, email or onsite tech assist
- Interview end-users to collect information about problems and lead users through diagnostic procedures to determine the source of the error
- Troubleshoot to determine root cause or production database problems and collaborate with engineering teams for resolution
- Respond to and resolve database related issues related to performance, security, and integrity
- Responsible for opening, tracking and closing trouble tickets
- Answer, evaluate, and prioritize incoming calls/trouble tickets
- Adhere to helpdesk policies and procedures when processing trouble tickets
- Document issues and database administration activities to maintain a Knowledge Base
- Escalate more complex problems to senior staff members
- Install, configure, and troubleshoot the Oracle database, TMIP-M software system workstations and servers in support of business processing requirements
- Provide informal technical training to fleet application users to include instruction in the use of the TMIP-M to include AHLTA-T and SAMS
- Provide after-hours phone support
- Typically requires five to seven years of related work experience
- Must possess CompTIA Security+ CE certification upon hire
- Must possess or be able to complete a Microsoft Windows 7 course within 7 days of hire
- The ability to work independently and without constant supervision
- Must have or be able to obtain a DoD Secret security clearance
- Experience with Oracle 10g and 11g
- Experience with Oracle client and server installations
- Experience with Oracle patches or upgrades from one release to another
- Excellent organization and communication skills
- Experience with the TMIP-M software suite
- Experience with Oracle 12g
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Helpdesk Specialist Resume Examples & Samples
- Provide 1st level technical support primarily focused on basic PC hardware and software, Microsoft products (O365), basic application access, and general IT questions professionally and efficiently, maintaining a high level of customer service
- Minimum 1-2 years of related experience working in a support role
- Strong preference for candidates who have knowledge of Microsoft Office, Office 365, PC hardware
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Helpdesk Specialist Resume Examples & Samples
- Handle internal and external client calls for password resets or connection issues
- Provision internal and external users for multiple applications
- Experience with Salesforce.com and BenefitPoint
- Excellent Customer Service Skills Ability to multi-task in fast paced environment
- User access and other security administration issues, production support and troubleshooting, application maintenance, monitoring and/or balancing
- Coordinate and execute User Acceptance Testing
- Assisting in writing test scripts
- Participates in BCP activities. -
- Conducts and may develop user training
- Participates in user needs assessment and works with technology partners on business requirements and specifications
- Monitors and coordinates proper maintenance and/or replacement of user equipment
- May be responsible for routine database maintenance and reporting.
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Helpdesk Specialist Resume Examples & Samples
- Commercial and customer specific applications and software
- Wired and wireless network connections
- Perform basic set up, installation, and configuration of hardware and software
- Conduct password resets and account unlocks
- Effectively determine when to escalate issues to specialist teams
- Provide excellent customer service to the end user
- Follow all company and department policies and procedure
- AA Degree or program completion in related discipline (High School Degree and 5 years’experience will be considered.)
- Minimum 3 years' related technical experience
- Technical certifications (ie: HDI Support Center Analyst, CompTIA A+, Microsoft, Net +)
- Working in a Support Desk environment
- Providing excellent customer service
- Common software and operating systems
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Global Helpdesk Specialist Resume Examples & Samples
- Solid knowledge of the Windows (7 and 8) OS
- Knowledge in one or more of the following areas: Apple OS, VPN, Microsoft Office, Lotus Notes, Outlook and Mobile Devices
- Desire to learn new skills and to extend own knowledge about new IT technologies
- Previous experience in IT / customer support
- Strong problem solving and troubleshooting skills
- Highly adaptable and open to work on critical or new tasks, seeing them through to resolution and demonstrate a collaborative working style
- Distinctive customer orientation combined with a strong sense of ownership
- Strong team spirit with the ability to work in both local and virtual team setting
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Helpdesk Specialist Resume Examples & Samples
- Experience troubleshooting, installing, and upgrading in Windows 7 environment in a service desk setting
- Active Secret Clearance and a Security + certification
- Experience utilizing Active Directory to reset passwords and allow user permissions within their accounts
- An active Secret clearance
- Associate of Science Degree in Information Technology, Computer Science, or equivalent plus 3 years experience in a Help Desk Specialist role. An additional 2 years experience may substitute for the Associate of Science Degree
- Experience with encryption devices such as Taclane and KG-175
- Video Teleconference support experience in a classified environment
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PDM Helpdesk Specialist Resume Examples & Samples
- Reviewing the accuracy of Colgate Palmolive recipes and chemical formulas submitted through the PDM system with a Turnaround Time of 2 days
- Maintain data integrity of recipes through daily recipe functions, system audits and SAP system updates
- Ensuring recipe conformance to standards/specifications
- Assigning new or existing material numbers
- Tracking recipes that are routing for approval
- Auditing/maintaining other system data fields as needed
- Providing user technical support and assistance to 2000 english speaking PDM end - users via phone or email/instant messaging tools
- Ensure continuous improvement of PDM system data, technical issue resolution and department process/procedures
- Experience of 1-3 years in PDM/Product Development/Research & Development
- Previous SAP experience preferred
- Experience in new product development and research & development activities (specifically consumer products) preferred
- Previous experience in database management activities and concepts preferred
- Knowledge of chemistry concepts
- Strong interpersonal and professional communication skills
- Computer Proficiency
- Problem Solving Ability
- Willingness to work in shifts/flexible work hours
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LMS Helpdesk Specialist Resume Examples & Samples
- Manage content deployment responsibilities for WBT/ILT/Virtual training events
- Provide catalog management services
- Monitor service desk for tickets assigned to the queue and process first- in first- out based on priority
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IT Helpdesk Specialist Resume Examples & Samples
- 1-3 years’ experience in an IT support role
- Ability to operate independently or as part of a team
- Ability to establish and maintain effective working relationships
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Helpdesk Specialist Resume Examples & Samples
- Provide hardware and applications support for networked workstations, investigating and resolving HW, SW, OS problems
- Install / replace / reconnect hardware and peripheral components as needed
- Install software packages (OS, word processing, spreadsheets, and proprietary programs)
- Configure user accounts for email and network access, including resetting passwords, mapping IP address on the network
- Train new employees on login procedures, email, Internet / Intranet usage policy
- Ensure network connections and reinstalls of data
- Participate in and complete special projects such as assigned
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WFM Helpdesk Specialist Resume Examples & Samples
- Partner with customers to Identify and track items or issues related to Work Force Management (WFM)
- Working within a ticketing system from issue inception to resolution
- Effective communication with shareholders
- Maintain a work environment that is comfortable, user-friendly, and organized
- Ability to work well with others
- 1-3 years’ prior helpdesk experience
- Experience or background in payroll and with human resources information systems is highly desired
- An understanding of software and information technology
- Prior experience supporting an enterprise software application
- Strong computer skills, specifically in Microsoft Word, Excel and OneNote and PowerPoint
- Ability to work effectively both independently and as a member of a team
- Experience supporting users with issues resolution, system enhancement and upgrades conversion
- Empathetic Customer Service skill is strongly preferred
- Bilingual a plus (Spanish/English)
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Helpdesk Specialist Resume Examples & Samples
- The Applications Support Specialist provides customer service by responding to IT issues, requests for service, and inquiries pertaining to the system, off-the shelf software, custom application software, user account management and other related activities
- Manage service requests, escalating as appropriate and follow up to resolution
- Provide resolution to commonly known issues
- Log calls and issues into the incident management system and escalate calls and issues to the Vendor Service Desk when necessary
- In addition to working user help requests, our application support techs provide individualized and group training to end users, perform a variety of quality assurance and account management activities related help requests and maintenance of judge profiles. Other duties include participation in creation of the annual statistical report, instructional materials, workflow diagrams, standard operating procedures, functional requirements, and other program documentation
- Logs, receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out properly in the system
- Provides strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment
- Opens, tracks, and closes tickets; ensures proper ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned
- Assists end-users by phone and email with OSCAR system support
- Answers inbound phone call, email, and ticket inquiries
- Follows up with existing tickets/inquiries, as appropriate
- Accurately classifies and records details of inquiries into a web-based ticketing system
- Experience working in a dynamic environment and producing quality work with demanding timelines
- Must be detail oriented, particularly when multi-tasking
- Ability to develop alternative solutions to solve various issues
- Excellent verbal and written communication skills in the English language
- Pleasant, professional, and courteous personality
- Excellent administrative skills: organized, efficient, and versatile
- Minimum of a four year college degree + 5 years’ experience or 10+ years’ experience
- ITIL Foundations 2011 (v3) certification
- 2+ years related experience working on federal government agency contract(s)
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Helpdesk Specialist Resume Examples & Samples
- Change and activate network and telephone outlets
- Ensure network room maintenance
- Upgrade the computer systems
- Set up and install workstations for new employees
- Provide second and third level user support (hardware and software)
- Provide multimedia equipment and console support
- Document new issues
- Minimum 2 years’ experience in user support
- Extensive technical experience in PCs
- Good physical fitness (ability to lift equipment)
- Excellent client relation skills
- Ability to manage priorities
- Good stress tolerance
- Good manual dexterity
- Bilingualism (French-English, spoken and written) an asset
- Excellent knowledge of Windows 7, 10
- Extensive knowledge of the Microsoft Office suite
- Knowledge of TCP/IP communication protocols
- Knowledge of SMS
- Knowledge of the latest PC models and video boards
- Knowledge of Mac an asset
- Knowledge of scripts (batch files, VBScript) an asset
- MCSE, MCSA or MCP certification an asset
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Helpdesk Specialist Resume Examples & Samples
- Fully document all troubleshooting steps performed and action taken in the ticketing software system (Service Now)
- Follow knowledge-base articles for application specific processes and proper routing of ticket
- Work through phone calls, chat and self-service incidents as well as requests submitted by customers
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Helpdesk Specialist Resume Examples & Samples
- Duties perform access Management standard changes to facilitate requests for access on systems defined
- System Designations are Applications provisioning, Mainframe User Provisioning and Directory and specialized application provisioning
- Assistance to continually improve processes with process owners for access management
- Provide process reports for compliance with audits for access management
- Act as environment owner delegates for various applications, Partner with the application owner to create clear rules around granting application of system access and publish these rules for consistent use by all parties that are delegated
- Monitor and facilitate access requests to ensure appropriate access is provided and delivered to end-user
- Follow all documented guidelines ensuring the correct access is granted to the end user in a timely fashion
- Follow-up with the user to make sure that access is in place
- If access cannot be provided by policy, the agent will give the user a documented and agreed upon exception request used for service or escalate the request to the group documented in the knowledge base article
- Document all processes and procedures associated with granting access in a centralized location
- Work in Service Now ITSM to accept assigned work, document all work done and document work completed and results
- Other related duties
- Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis Bachelor's degree in Computer Science preferred
- Knowledge of current technological developments/trends in area of expertise
- Knowledge of access provisioning concepts and principles
- Ability to provide user provisioning in a range of mainframe, PC, and distributed production and applications computer systems
- Ability to gather data, compile information, and prepare reports
- Ability to communicate with and understand the requirements of professional staff in area of specialty
- Ability to create, compose, and edit written materials
- Knowledge of access auditing policies, standards, and procedures
- Ability to persuade and influence others
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Senior Helpdesk Specialist Resume Examples & Samples
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
- Install or assist in the installation of approved corporate software
- Develop help sheets and frequently asked questions lists for end users
- Physical requirements include sitting, frequently speaking and hearing, and occasionally standing, walking, bending, crawling, kneeling, and the ability to lift up to 25lbs
- Occasional long, irregular hours
- Knowledge of basic computer hardware, including PC’s and printers
- Experience with desktop and server operating systems, including Microsoft Windows
- Extensive application support experience with Microsoft Office products
- College, University, or technical school degree in computer science; three to five years of experience in field; or equivalent combination of education and experience
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IT Helpdesk Specialist Resume Examples & Samples
- Provide third party vendor support, analysis, testing, production deployments, and post-deployment support
- Provide technical expertise to diagnose and resolve hardware and software related problems
- Maintain data associated with Support Desk functions; report, trend, and analyze results to understand capacity and improve service delivery; provide root cause analysis on chronic issues
- Manage various user accounts such as Windows domain, email, and calendar, ensuring that the appropriate levels of security are maintained while enabling users to complete their work effectively
- Accurately manage IT asset inventory and software licensing compliance
- Create, analyze, summarize and monitor usage reports
- 3+ years of experience managing client and server devices in a Microsoft Windows domain, utilizing at minimum these tools: MS Active Directory, MS Group Policy, MS File Services, MS Print Services
- 3+ years of workstation and client support responsibility
- Experience with software development lifecycle using structured processes
- Experience with Fiserv, LPS, or similar system
- Skills in Microsoft Excel, including the ability to utilize the following functions: V-Lookup, H-Lookup, Con
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Helpdesk Specialist Resume Examples & Samples
- Windows Operation System troubleshooting knowledge
- Proficient with MS Windows and Office, VPN / Remote access, and anti-virus software
- General knowledge of Active Directory user account concepts
- Provide first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, system and network status, and incident entry via incident management tool
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Helpdesk Specialist Resume Examples & Samples
- Monitor and interact with telephone, voicemail, email and ticketing systems
- Monitor and maintain all IT Service Desk tickets. Responds to and close tickets appropriately
- Consults with programming, network and server personnel on the operation of applications
- Notifies the appropriate personnel on network outages and other computer system outages
- Images, installs and troubleshoots workstations (PCs) offices
- Installs, troubleshoots, configures, and deploys software and hardware
- Installs, instructs and troubleshoots peripherals such as printers, scanners and signature pads
- Supports RMV Service Centers technology needs, this includes maintaining computer systems
- Supports Highway District Offices and Remote Depots’ technology needs, this includes maintaining computer systems
- Works with outside vendors to report and resolve faulty equipment
- Upgrades workstations to meet software specifications
- Image workstations for use in RMV Service Centers and Highway Offices
- Use software utilities to maintain user accounts this includes changing passwords for email and accounts
- Documents special procedures as needed
- Work on special projects as required
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IT Helpdesk Specialist Resume Examples & Samples
- Strong interest in technical support
- Ability to work 8:00am-5:00pm Monday to Friday
- Spanish fluency is a plus but not required
- Network+ certification a plus but not required
- Dell certification a plus but not required
- Sharepoint experience a plus but not required
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Senior Helpdesk Specialist Resume Examples & Samples
- Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others
- High School Diploma and 5+ Years or Experience in a related area
- Secret Clearance
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IT Helpdesk Specialist Resume Examples & Samples
- Windows 7, Windows 10, Office 2010,Office 2013
- Dell Optiplex and Latitude imaging, setup, deployment, and refurbishment
- Network printer configuration
- Data backup management
- Office 365 administration & integration
- Windows server administration: 2003, 2008r2, 2012r2
- Active Directory administration (users,DNS, DHCP)
- UPS & rack PDU setup/config
- SharePoint foundations/IIS, SQL
- Hyper-V administration
- ESXi administration
- Dell PowerEdge build, installs, hardware/firmware updates
- Dell iDrac & OpenManage
- Linux CentOS 6/7 postfix, FTP, samba,bash, apache
- Email flow/transport and archive
- IT customer service with positive attitude
- Timely/ written, and oral communication
- Troubleshooting, including especially walking users of various skill levels through problem duplication, discovery, and application of solutions
- Creative problem-solving within business time and budget constraints
- Analyzing and either resolving or recommending possible solution for complex user computing and networking requirements
- Educating end-users in appropriate solution selection and usage
- Researching, reading and, interpreting a wide variety of technical computing and network data
- Balance, prioritize, and organize multiple tasks
- Work collaboratively in teams and across organizations, including service and supply vendors
- Synthesize feedback and adjust plans accordingly
- Build strong relationships inside and outside the organization
- Develop and write technical documentation
- Configure, install, and repair PC hardware and software
- Perform basic maintenance and repair of servers
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IT Helpdesk Specialist Resume Examples & Samples
- Windows 7, Windows 10, Office 2010, Office 2013, Office 2015, Acrobat Reader
- Dell Optiplex and Latitude Support
- Effective Helpdesk Process Experience
- Email user management, server administration
- Windows server administration: 2008r2, 2012r2
- Microsoft Active Directory administration (user setup, teardown)
- Strong IT customer service skills with positive attitude
- Clear, concise, diplomatic, timely, and responsive written and oral communication skills
- Intermediate troubleshooting skills, including walking users of various skill levels through problem duplication, discovery, and application of solutions
- Creative problem –solving skills within business time and budget constraints
- Skilled at educating end-users in appropriate solution selection and usage
- Researching, reading and interpreting a wide variety of technical computing and network data
- Strong work ethic: On time, focused, respectful. Partnering, want to learn
- Effective at multi-tasking
- Collaborate in teams/across agency, including service and supply vendors
- Synthesize feedback and adjust plans accordingly, update SOP’s
- Build strong relationships inside and outside the agency
- Develop and Write technical documentation as required
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IT Helpdesk Specialist Resume Examples & Samples
- Install, configure, diagnose, repair, maintain, and upgrade all hardware and related software while ensuring optimal workstation performance. This includes desktops, laptops, monitors, printers, networking equipment, projectors, desk phones, cell phones
- Provide quality technology support for help desk calls by entering calls into ServiceDesk (Help Desk Automated Tool) and maintain Help Desk Service Level Agreements (SLA); determining whether problems are caused by hardware or software; and resolving calls immediately with the End-Users. Evaluate each call to determine appropriate response and referral; determine if on-site assistance by Information Technology staff or vendor is appropriate; prioritize each call; and escalate calls based on service level. Communicate with End-Users regarding call status and follow-up with customer to assess customer satisfaction level
- Field incoming help requests from end-users via telephone, e-mail, and walk-ups
- Coordinate computer warranty issues with third-party vendors, notify vendors of necessary repairs/parts and maintain accurate records of requests. Process transfer of expenditures on non-warranty parts for computer repairs
- New user setup – Account creation, desktop/laptop setup, application installation, patches and updates, etc
- Maintain software approval procedures, requests and service level agreements. Track documents and requests through the process; communicate with the requestor of approval status. Monitor and maintain MedSpring owned software licenses
- Conference room setup – projectors, laptops, networking, video conferencing equipment
- Document all end-user identification information and nature of the problem via the ticket tracking system
- Record, track and document the help desk request troubleshooting process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
- 2 – 4 years’ related experience
- Excellent interpersonal, phone and Customer Support skills
- Minimum of 3 years’ experience utilizing a variety of computer hardware, software and networking
- Help desk experience preferred
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations
- Ability to manage multiple priorities
- Exceptional time management and organization skills
- Basic networking troubleshooting knowledge
- Solid Working knowledge of MS Office 2010 and 2013
- Courses in Windows Microsoft Office Suite and Operating systems
- Working knowledge of MS Windows 7, Windows 8 Operating System
- Experience working with Windows Active Directory preferred
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Helpdesk Specialist Resume Examples & Samples
- At least two years must have been in work in which the major duties included progressively responsible experience performing personal computer, peripheral, and software user support, set up, configuration, installation, upgrading, troubleshooting, maintenance, and repair in a customer service oriented, Windows based multi-location networked environment required,
- Bachelor’s degree with at least two years of relevant experience
- Respond to end user issues involving computer hardware and/or software via inbound and outbound Service Desk calls
- Diagnose and troubleshoot software, network connections/devices, and hardware failures
- May interact with network services, software systems and applications development
- Provide end user desktop support
- Install and update computer application software as needed
- Install local and network attached printers and other peripheral devices
- Provides technical support to Network, Telecom and Infrastructure administrators, as warranted
- Reset AD and email passwords
- Support cellular devices as needed
