Helpdesk Technician Resume Samples
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Helpdesk Technician Resume Samples
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RK
R Kautzer
Rosario
Kautzer
6379 Monahan Gateway
San Francisco
CA
+1 (555) 406 0945
6379 Monahan Gateway
San Francisco
CA
Phone
p
+1 (555) 406 0945
Experience
Experience
Phoenix, AZ
Helpdesk Technician
Phoenix, AZ
Bailey, Sipes and Hayes
Phoenix, AZ
Helpdesk Technician
- Eager to learn new technology and make workflow recommendations and improve processes
- Prioritize work orders and develop work schedules to facilitate quick resolutions with a minimal disruption of the instructional program
- Ensure standards are met – this includes working as part of a team, sharing knowledge and working together to increase performance standards
- Provide timely and effective email/phone/remote technical support to members seeking assistance
- Perform local and network installations of software and help users access and use this software
- Provide After-hours Helpdesk phone assistance
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Dallas, TX
IT Helpdesk Technician
Dallas, TX
O'Conner, Johnston and Price
Dallas, TX
IT Helpdesk Technician
- Analyze documentation and provide recommendations for improvements to documentation
- Work with vendors to process warranty repair work or replacement parts
- Provide project management support
- Work directly with internal customers to resolve problems accessing networked services
- Understands ticket process, workflow and queue management
- Perform intermediate hardware and software troubleshooting
- Day-to-day operation, monitoring and maintenance of a data and voice network
present
Dallas, TX
Senior Helpdesk Technician
Dallas, TX
Spencer, Yost and Senger
present
Dallas, TX
Senior Helpdesk Technician
present
- Answer the IT helpdesk hotline and provide end-user assistance
- Open tickets to reflect all work performed
- Work within a team to provide technology support to business users
- Provide knowledgebase content on a weekly basis
- Flexible working hours to accommodate a 24/7 shift, including rotating weekends and holidays
- Perform overnight data transfer services and other PC Replacement support tasks
- An aptitude for providing positive customer service
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
California State University, Northridge
Bachelor’s Degree in Computer Science
Skills
Skills
- Strong interpersonal and communication skills; capable of explaining simple procedures in writing or verbally; good phone skills
- Strong analytical skills with the ability to collaborate and solve problems
- Knowledgeable on the technology with which they work. Understand workflow and business impact related to application enhancements, and system issues
- Basic Knowledge of ITIL, ITSM, or other service delivery methodologies
- Strong working knowledge of desktop configuration and imaging processes, desktop and peripherals troubleshooting, etc
- Strong working knowledge of network configurations, troubleshooting, and maintenance
- Excellent interpersonal and communication skills with strong customer service skills
- Demonstrates professionalism, integrity and a strong willingness to learn new technologies
- Highly motivated and the ability to work with minimal supervision
- Demonstrated ability to be well organized and pay consistent close attention to details
15 Helpdesk Technician resume templates
Read our complete resume writing guides
1
Helpdesk Technician Resume Examples & Samples
- Responding to network outages and changes 24/7
- Keeping the datacenter in good working order
- Ensuring data is backed up or replicated at all locations
- Daily operational checklist
- Professional development
- Ensuring spare equipment levels at all locations is optimal
- Maintaining OS Images
- Dell (Desktops / Laptops)
- Imaging Desktops / Laptops
- IP addresses
- Ping
- Cisco
- Sonicwall
- Barracuda
- Microsoft 365
- Maas 360
- Server 2008 R2
- Server 2012 R2
- Microsoft Office 2013
- Crystal Reports
- Vmware experience
- Go to assist experience
2
Technology Helpdesk Technician Resume Examples & Samples
- Handles high volume of phone and email requests for performing user maintenance and troubleshooting common technical issues including branch equipment errors and malfunctions
- Documents issues and actions in database and escalates as appropriate
- Performs follow-up on outstanding tickets and previously reported issues to determine if the issue has been resolved or further action is required
- Trains end users on resolution of common issues to reduce call volume
- Technical aptitude with broad knowledge of Microsoft Office, Windows operating systems, basic networking, coding and command prompts, Active Directory, VPN, Cisco systems, and the ability to learn user management functionality for financial services software
- Strong attention to detail, analytical skills, and concern for data accuracy
- Proven ability to prioritize workload and multitask in a high-pressure environment
- Exceptional verbal communication and technical writing skills with an ability to effectively interact with and convey information to people who possess varying levels of understanding on applicable topics
- Excellent customer service and problem solving skills with the ability to work independently while supporting a team environment
- Flexibility to work non-traditional shifts such as evenings and weekends as needed
- 1-3 years experience in technology support or customer service role
3
IT Helpdesk Technician Resume Examples & Samples
- Phone, walk-up and inbound ticket queue support for global employee IT service requests
- Resolution of first level IT service requests over phone, through email, and remote support
- Determine proper escalation path for non-resolvable first level issues
- Maintain Help Desk inventory of peripherals
- Monitor internal system notifications for proactive response, and communication of any outages or system downtime
- Available to assist with weekend office moves
4
IT Helpdesk Technician Resume Examples & Samples
- Ability to troubleshoot a broad range of issues common on personal computers
- Analyze documentation and provide recommendations for improvements to documentation
- Strong personal computer troubleshooting skills; ability to solve problems and determine root cause of issues
- 1-3 years of technical support/troubleshooting
- Windows and Mac technical experience required
- Ability and willingness to work multiple shifts within 24/7 support environment
- Ability to work in a small, fast-paced environment. Strong work ethic
- Ability to use and train others on the use of software and advanced troubleshooting procedures. Must be able to tailor content to meet the needs of the client
- Ability to troubleshoot technical problems and demonstrate problem solving and resourcefulness in obtaining information
- Bachelors degree in MIS/Computer Science or equivalent experience preferred
- Able to build a positive work environment across many sites and influence leaders outside of direct responsibility
- Creative, energetic, conscientious and enthusiastic persona
5
IT Helpdesk Technician Resume Examples & Samples
- 1+ years experience in launching successful interactive web sites/applications
- Ability to use and train others on the use of development tools, software, and advanced troubleshooting procedures. Must be able to tailor content to meet the needs of the client
- Smart, creative, energetic, conscientious, and enthusiastic persona
6
Helpdesk Technician Resume Examples & Samples
- Answer, evaluate, and prioritize incoming service requests from users experiencing problems with hardware, software, networking, telecommunications and other computer-related technologies for both technical and non-technical clients
- Maintain the overall desktop environment, including hardware installation and troubleshooting, software installation, configuration and support
- Diagnose and perform routine repairs or arranges for vendor repair, as appropriate for a wide range PC/Windows and Macintosh hardware, software and network issues
- Perform local and network installations of software and help users access and use this software
- Handle problem recognition, research, isolation, resolution and follow-up for all user support requests
- Maintain an accurate inventory of technology assets assigned to users, including entering new assets into the inventory management database, tracking asset deployments and dispositions and yearly inventory tracking
- 4-5 years experience in desktop support roles – both over the phone and in person
- Fluency in troubleshooting on both PC and MAC hardware and OS
7
IT Helpdesk Technician Resume Examples & Samples
- 2 years of experience in the Operations management filed
- Knowledge of contract management and project management software
- Knowledge of CRM Software
- Ability to interface effectively with other departments, school personnel, other maintenance staff, and business contacts and vendors
- Ability to establish and maintain effective working-relationships staff and the community
- Knowledge of Computer hardware and software systems and programs
- Knowledge of Computer networks, network administration and network installation
- Ability to perform duties in full compliance with all requirements and agency policies
8
Remote Helpdesk Technician Resume Examples & Samples
- Take a proactive approach to clients requirements and identify recurring problems
- Working knowledge of ticketing systems an advantage
- Meet and exceed metric requirements
9
Helpdesk Technician Resume Examples & Samples
- Proficient with Office 2013
- Familiar with SharePoint 2010
- Experience with Exchange server
- Experience with endpoint encryption
- Experience with imaging software
- Experience with print servers
- Experience with desktop virtualization
- Familiar with Dell desktops and laptops
- Familiar with teleconferencing systems
10
Helpdesk Technician Resume Examples & Samples
- Provide support to end users on a variety of issues
- Respond to telephone calls, email and personnel requests for technical support in a timely manner
- Support activities including problem recognition, research, isolation, resolution and follow-up with affected parties
- Resolve less complex problems immediately, while more complex issues are appropriately identified to a higher level of support
- Document and record problem management information gathering and resolution steps in a consistent and organized manner, using the company’s Helpdesk ticket system, following department Standard Operating Procedures
- Perform IT operational and maintenance tasks, as assigned
- Participate in auditing and documenting hardware and software inventory
- Manage projects and other work, as assigned
- 1-3 years working in a Helpdesk environment
- Associates degree or technical school with industry experience; A+ Certification a plus
- Proficient with Microsoft Suite products a must, such as Windows Operating Systems, Office, Microsoft Active Directory, Exchange, Microsoft SQL, etc
- Exposure to MAC OSX is a plus
- Proficient with installation of computer hardware and software
- Basic understanding of networking skills and concepts
- Systemic and consistent troubleshooting skills
- Team player with great customer service attributes
- Handles administrative work and operational tasks in an organized manner
- Adapts to changing needs of the business, is intuitive and has initiative with good time management skills
- Able to make sound judgments, be confident and decisive
11
It-helpdesk Technician, Dublin Resume Examples & Samples
- Provide first and second level support to end users
- Escalate appropriate issues within the team as necessary
- Ensure adherence to service level agreements
- Perform housekeeping and network maintenance activities
- Deploy new PC's, laptops, software and peripheral equipment
- Research technical solutions in department specific applications
- Remain courteous and patient with end users
- Work as part of a team to consistently achieve team targets
12
Helpdesk Technician Resume Examples & Samples
- Problem solving analytical capabilities are required
- Must possess strong interpersonal skills
- Work in a multi-cultural environment
- Must be able to adapt to changing priorities from the customer in scope and, timelines while maintaining contract and budget compliance
- Excellent customer service skills are required
- Must be able to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules
- Cross-cultural sensitivity with an international perspective is required
- Excellent organizational and time management skills are required
- Expert computer skills, specifically in Microsoft Word, PowerPoint and Excel are required
- Strong presentation skills are required
- Secret Security with SSBI Clearance is required
13
Helpdesk Technician Resume Examples & Samples
- Required to provide Level II Administration and maintenance and support on Windows based workstation
- Analyze system faults, troubleshoot, and run diagnostic test on operating system and hardware to detect problems
- Initiate preventive maintenance on the workstations as well as be capable of repairing system problems
- Troubleshoot of system performance and make system modifications to accommodate hardware upgrades
- Personnel are required to isolate user trouble calls and document activities into a corporate tracking system
- Personnel will also proficient in customer services and customer relations
- This is a 24*7*365 support CFP personnel’s schedule will be determined by available position
14
Helpdesk Technician Resume Examples & Samples
- Support a flexible work schedule (Monday-Friday)
- Identify, research, and resolve technical problems
- Responds to telephone calls, email, instant messages and personal requests for technical support
- Serve as the initial point of contact for resolution of desktop/laptop related problems in a large customer enterprise
- Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office
- Document, track, resolve and report on incidents and work orders using internal tracking systems
- Apply knowledge of commonly-used concepts, practices, and procedures within a particular field
- Adhere to instructions and pre-established guidelines to perform the functions of the job
- Works under immediate supervision, should exercise independent judgment
- Reports to a Help Desk Lead Technician and/or Project Manager
- Certification and/or in-depth knowledge of and experience with Microsoft applications (Word, Excel, Access, PowerPoint, Outlook/Exchange – MOUS certification preferred) and all varieties of Windows operation systems
- In- depth knowledge of Internet Explorer, Mozilla Firefox, and Google Chrome as well as and a broad knowledge of other COTS (Commercial Off The Shelf) software such as Adobe/Oracle products
- Must have an excellent speaking ability in English and clearly on the phone
- Excellent writing skills
- Evidence of customer service certification or coursework; must possess demonstrated customer service skills
- Qualified candidates will require current CompTIA A+ certification and the ability obtain Help Desk Institute “Support Center Analyst” HDI-SCA certification before the start of the contract
15
Helpdesk Technician UK Resume Examples & Samples
- 1+ years experience providing end user support to users with OS X or Linux machines
- Enjoys working with people, values customer satisfaction, has a strong customer service focus
- Experience installing, troubleshooting, and configuring diverse types of software
- Comfortable troubleshooting OS X workstations and associated peripherals
- Experience managing work in a ticketed environment (ie: JIRA, Zendesk, desk.com, etc.)
- Experience hunting down solutions to problems you aren’t familiar with
- Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Comfortable being in constant contact with others (face-to-face, by telephone, virtual meetings, VOIP or otherwise) and has the ability to work and interact in a group or team
16
Helpdesk Technician Resume Examples & Samples
- Identify, troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office
- Works under immediate supervision (Reports to a Help Desk Lead Technician and/or Project Manager), should exercise independent judgment
- Evidence of customer service certification or coursework and demonstrated customer service skills
- CompTIA A+ certification
- Help Desk Institute’s “Support Center Analyst” certification
17
IT Helpdesk Technician Resume Examples & Samples
- Bachelor’s Degree in Computer Science or detailed experience in desktop support
- Working knowledge of Personal Computer hardware
- Working knowledge of Desktop PC Operating systems, including Windows 2000, Windows XP, and Windows 7
- Working knowledge of server products and technologies
- Working knowledge of Microsoft Windows 200X AD Server operating systems and supplemental software including, Anti-Virus and Tape Backup
- Working knowledge of Lotus Notes Versions 7.X and up
- Working knowledge of Ethernet Network Protocols/Topologies and the ability to trouble shoot connectivity issues
- Working knowledge in Wide area Data Communications
- Knowledge of Microsoft productivity applications including Excel, Word, Access, Power Point, and Project
- Working knowledge of basic Telecommunications equipment, including VoIP, PBX and switching systems
- Working knowledge of basic communications technology including land based and wireless based communications solutions
- Working knowledge of basic VPN operations, both direct and web based clients. Working knowledge of Citrix clients and server farms
18
Helpdesk Technician Resume Examples & Samples
- Analyze configuration issues and develop solutions to individual end-user problems
- Document network problems and resolutions for future reference
- Perform/Document inventory of LAN hardware and software
- Installation of new computer hardware and software
- Resolve end-user requests through the analysis of database implementation and integration issues
- Investigate user’s problems, identify their source, determine possible solutions, test and implement solutions
- Maintain passwords, data integrity and file system security for the desktop/laptop environment
- Manage/Document retirement and disposal of obsolete or broken equipment
- Maintain confidentiality with regard to the information being processed, stored or accessed by the network
- Provide PC maintenance
- Assist with the recommendation of hardware and software solutions
- Provide hardware maintenance review on computer equipment
- Provide support in imaging software (COTS, GOTS)
- Associate’s Degree or equivalent Trade School or Military Training
- Must be a Windows 7 Microsoft Certified Professional (MCP) or higher with a CompTIA Security+ certification or higher
- Desired but not required certifications in: A+, Net+, Sec+, and ITIL v3
- A minimum of 3 years PC technician/ desktop systems support experience with the latest Windows technologies
- Must be a US Citizen with a current valid Passport and driver’s license
- Must have a Secret Clearance and be able to obtain an SSBI
- Ability to work independently or in a team environment
- Must be able to lift, push, pull 50 pounds
- Due to the requirement for 24/7 operations, the Helpdesk/ LAN Technician may be required to work nights, odd work weeks or be called in after hours
19
Helpdesk Technician Resume Examples & Samples
- Installs, configures, and supports operating systems, enterprise business applications, and miscellaneous software applications
- Serves as the IT liaison to consultants, state and county staff, vendors, volunteers, and other health care professionals
- Provides remote technical assistance to end users beyond regular business hours during an emergency or in support of special business projects and initiatives
- Ability to maintain attendance to support required quality and quantity of work
- Establishes and maintains positive and effective work relationships with co-workers, clients, members, providers, and customers Required Education
- Associate's Degree in an IT-related field or equivalent experience
- 0-2 years in help desk service support (or related area)
20
Senior Helpdesk Technician Resume Examples & Samples
- Install a minimum of three PC(s) per day per technician according to SOP requirements
- Perform overnight data transfer services and other PC Replacement support tasks
- Complete pre-appointment calls to customers to discuss the software application requirements and replacement preparedness
- Arrive on time for all installation appointments
- Replace IT equipment in an efficient, knowledgeable manner leaving the customer totally satisfied with all restored services
- Open tickets to reflect all work performed
- Provide on-site Windows 8.1 and Office 2013 support at various company locations
- At the close of every installation, perform the Customer Satisfaction QA survey as instructed
- Close tickets when the work has been completed
- Properly retrieve and store all surplus equipment according to SOP requirements
- Obtain signed Property Transfer Requests (PTR) and Customer Satisfaction checklists on every installation
- Store PTRs in designated envelopes for tracking and safekeeping
- In the event of a cancellation, call the Technical Team Lead to get a new assignment
- In the event of a customer no-show, call the Technical Team Lead to inform him/her of the failed appointment and get a new assignment
- Follow standard operating procedures
- Perform any additional duties as needed or assigned
- Minimum 1 to 5 years of experience in a high profile and fast-paced Help Desk/Desktop Support environment required
- Demonstrate expertise in Microsoft operating systems
- Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Project and Visio
- Minimum of one (1) certification: Microsoft Exchange, ITIL (Information Technology Infrastructure Library), CompTIA A+ , HDI Certifications: HDM, HDA, CSS; MCP (Microsoft Certified Professional) MCSE, MCSA, MCDST, A+, HDI
- An aptitude for providing positive customer service
- Good communication, problem solving and technical writing skills
- An in-depth knowledge of relevant operating systems, applications, printers and other hardware required
- Flexible working hours to accommodate a 24/7 shift, including rotating weekends and holidays
- Displays courtesy and sensitivity
- Manages difficult or emotional customer situations
- Meets all commitments and responds promptly to customer needs
- Solicits customer feedback to improve service
- Use internal knowledgebase on every interaction
- Provide knowledgebase content on a weekly basis
- Client Environment:Great location in DC. Metro-accessible. Business casual
21
Helpdesk Technician Resume Examples & Samples
- Excellent interpersonal and communication skills with strong customer service skills
- Ability to resourcefully determine, diagnose, solve and document unfamiliar issues with a wide variety of applications and systems
- Working knowledge of personal computers, peripherals and Microsoft applications
- Experience and/or education in general network, software or hardware troubleshooting
- 1 year minimum of previous experience in corporate technical support in a Help Desk or Desktop Support model
- Previous experience with Autocad, Adobe, SharePoint, Account management, Active Directory Tools, and Managed Ticketing Systems
- 3+ years experience with company providing global system support against SLAs
- AA Degree in technology, business or customer service field
- A+, Network+, Microsoft, Cisco or other industry certifications
- Basic Knowledge of ITIL, ITSM, or other service delivery methodologies
22
Helpdesk Technician Resume Examples & Samples
- Ability to develop relationships, work well with the team, exhibit creative thinking and influence others
- Must exhibit a positive approach and the ability to work efficiently as either an individual contributor or team
- Successful adapting to change and attention to detail
- Must have proven problem solving capabilities, strong analytical skills, and the ability to handle multiple tasks concurrently
- Educational background in IT preferred. Certifications a plus
- ) Troubleshooting Windows 7, 10, Outlook, MS Office, and network connectivity issues
- ) Experience using a remote tool to provide support
- ) Experience supporting O365
23
Helpdesk Technician Resume Examples & Samples
- 3 years related help desk experience and/or training or equivalent combination of education and experience required
- Associates or Bachelor’s degree in computer information systems preferred
- Previous Helpdesk support experience required
- Experience with industry specific concepts, software, and practices preferred
- Helpdesk ticketing systems experience desired
- Experience with Microsoft Desktop and Office products and understanding of Microsoft Server products desired
- Customer service oriented with a focus on follow through to completion of request / issue
- Strong working knowledge of desktop configuration and imaging processes, desktop and peripherals troubleshooting, etc
- Strong working knowledge of network configurations, troubleshooting, and maintenance
- General knowledge of LAN, TCP/IP, DNS, DHCP protocols
- General knowledge of troubleshooting in RDS/TS environments
- General knowledge of Active Directory, Exchange, and SharePoint administration and troubleshooting
- Strong oral and written communication skills with both external and internal users
- Strong documentation skills with regard to processes and issue resolution
- Strong research and problem solving skills
- Ability to listen, diagnose, and explain/instruct others on steps needed to solve problems by phone, email or in person
- Ability to prioritize many tasks in a fast-paced environment
- Ability to work independently or cohesively with a team as needs require
- Ability to share knowledge effectively and mentor less experienced team members
- Ability to learn and support custom software
- Ability to support multiple remote offices
- Ability to work overtime and be “on call” (nights & weekends)
24
Helpdesk Technician Resume Examples & Samples
- Provide timely and effective email/phone/remote technical support to members seeking assistance
- Assist users in identifying and resolving OS and application related problems
- Consistently and accurately track, update, and close assigned support requests using IT’s call-tracking software
- Install and configure level 2 software applications for new user PCs using the established standards and procedural documentation
- Perform other duties as assigned by the Help Desk Supervisor and other IT Operations Management in support of the customer
- A minimum of 3 years (5+ preferred) in an IT support position (technical help desk/support center, end-user training, etc.) with at least 2 years in a formal help desk organization
- Excellent listening and troubleshooting skills
- Must possess a clear and articulate speaking voice and have excellent hearing, as the majority of support work will be done over the phone
- A commitment to consistently providing superior customer service
- Ability to multi-task and prioritize work in an organized and efficient manner with minimal supervision
- Proficiency using and supporting Microsoft Office products, as well as Microsoft Outlook
- Ability to work successfully in a team environment
- Flexibility to work overtime and on weekends in support of special projects and rollouts
- Willingness to travel as much as 10% of the time in support of rollouts and other projects at various CGI Federal sites
- A+, MCITP, and/or MOS certifications (1 or more required)
- Experience using SCCM for remote machine administration and software deployment
- Four-year college degree preferred, HS Required
25
IT Helpdesk Technician Resume Examples & Samples
- Provide technical support to ensure that internal customers’ expectations are met through first and second level problem determination and problem resolution efforts
- Work directly with internal customers to resolve problems accessing networked services
- Gather information, diagnose customers' needs, conduct research to find correct solutions, and confirm that the customers are able to access their required services and/or applications
- Provide training to internal users. Help Desk Technician must be continually aware of upgrades and software changes that directly affect the company
- Perform intermediate hardware and software troubleshooting
- Open and perform basic component replacement, installation and repair on Desktops, Laptops, and mobile devices
- Test and debug newly installed software and hardware
- Work with vendors to process warranty repair work or replacement parts
- Responsible for remote access software support and troubleshooting
- Assist in audio visual equipment when needed
- Support team with inventory control when needed
- Network Support
- Provide project management support
- Maintains access to the systems and undertakes software and hardware updates and corrections
- Day-to-day operation, monitoring and maintenance of a data and voice network
- Setup and maintain workstations and servers
- Manage all backups of internal servers
- TAM (The Agency Manager) support, including
- Working with Applied Systems (software vendor) on troubleshooting errors
- Employee administration within TAM
- Regular software & version updates (1-2 times/year)
- Carrier website administration
- Social media postings
- Website updates
- Additional responsibilities necessary to successfully complete role
26
Helpdesk Technician Resume Examples & Samples
- Provide support of common business applications like Citrix, Firefox, Thunderbird, Symantec ghost, Symantec Corporate Antivirus, and Microsoft Office Products
- Support of network printers and copiers both the configuration and supporting users
- Other duties include maintaining and upgrading computers, user support via phone and in person
- Auditing of servers, backup jobs and review of logs. The successful applicant will be exposed to a large variety of HW/SW/OS
- This role is a combination of Tier 1 and Tier 2 support
- The ideal candidate will have 5+ years of technology experience, strong communication skills and pleasant phone demeanor
27
MPS Helpdesk Technician Resume Examples & Samples
- Evaluate and recommend software, hardware, computer, and peripherals to improve end user support
- Respond to hardware, software, and operator problems
- Develop hardware, software, and services to improve the performance of network processes
- Develop and implement training for new computer operating systems and productivity software
- Analyze the help desk performance through various statistical and reporting methods
- Evaluate methods, software, and processes to manage mobile devices
- Develop, maintain, and test disaster recovery plans
- Manage computer operation regarding scheduling, backup, storage, and retrieval functions
- Review reports of computer and equipment production, malfunction, and maintenance to determine costs and impact, and address problems
- Replace defective or inadequate software and hardware as needed
- Strong analytical skills, competency with networks, hardware, software and peripherals
- Knowledgeable in the repair and replacement of defective or inadequate software and hardware
- Excellent communication and people skills. Patience
- Strong competencies with Microsoft software, printing methods, materials, etc
- Ability to assess/troubleshoot customer software and hard copy orders for production problems or issues
- Associate’s degree or equivalent from two-year college or technical school
- Microsoft Certified Systems Engineer "MCSE" preferred
- 2+ years experience as an IT Technician or similar position
28
Junior Helpdesk Technician / Installer Resume Examples & Samples
- Installs PC's, printers, other equipment and communication hardware according to manufacturer's instructions
- Assists users throughout the facility; trouble-shoots problems
- Requires minimal supervision in performance of job duties; is a self-starter
- Prioritizes responsibilities to ensure completion of duties
- Communicates clearly and appropriately to supervisor; forwards unresolved problems to supervisor
- Handles telephone calls from users with hardware and software problems or questions
- Answers the phone in a professional manner, routes all calls appropriately
- Computer operations experience preferred
- Basic Computer Installation
- Verbal Communication
- Phone Skills
- PC Proficienc
29
Helpdesk Technician Resume Examples & Samples
- Provides accurate, timely and creative solutions to end user computer and networking problems of moderate to complex nature to ensure client productivity
- Performs restorative and maintenance actions either remotely or at the clients location to resolve clients problems, using basic troubleshooting and technical skills
- Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves and configuration changes
- Maintain accurate information and data regarding client issues within the tracking system and according to policies and standards
- Assists in the evaluation of business problems, evaluates and recommends vendor packages, and implements required software
- Assists in the evaluation of new personnel client computing packages and equipment as well as in the implementation and testing of prototypes
- Consults with client area management and staff regarding PC / server and LAN systems and equipment problems or malfunctions, and recommends solutions
- Provides second / third level client support
- Coordinates configuration / installation and general troubleshooting of PC / server hardware and software. Implements hardware and software testing
- Provides remote PC / server support and troubleshooting. Provides status reports and problem summaries and project status as required
30
Helpdesk Technician Resume Examples & Samples
- CompTIA Security+ ce from the start date
- Windows 7, 70-680 or 7-685 within 6 months of the date of hire (If Peckham extends their temp assignment beyond 180 days or offers to convert to full-time employment, the temp will need to obtain this certification to work on the contract beyond 6 months)
- Public Trust (Confidential) IT-II clearance from the start date
31
Helpdesk Technician Resume Examples & Samples
- Ability to understand and communicate IT policies to customers in a professional manner
- Identify issues that need to be escalated and communicate them to senior IT or SME as needed, providing relative information in a detailed and concise manner
- Proactively manage hardware, software and peripherals as needed
- Configure PC and network equipment according to department standards using standardized images
- Patch management & reporting to ensure all clients are updated
- Coordinate adds/moves/changes of computer equipment
- Experience with ticket tracking system
- Proficiency in the setup and installation of Microsoft Office 2007 and above applications
- Ability to prioritize and meet deadlines consistently
- 1-2 Years minimum experience in a Desktop / Help Desk Support role
- Volt is an equal opportunity employer
32
Tier Helpdesk Technician Resume Examples & Samples
- Preliminary troubleshooting of Windows operating systems and all state standard software
- When necessary, dispatches to end user locations to perform in-person incident/problem resolution activities
- Records information from the end user about the user and the user's computer related problems or needs
- Resolves the user's problem or need over the phone whenever possible
- Contacts the appropriate resource(s) to resolve the user's problem or need as necessary
- Prepares report summaries on Help Desk activities
- Interacts with end users and staff in a professional manner
- Coordinates with IT support teams to resolve end user issues
- Conducts call back response for all technical support requests referred to the Help Desk
- Identifies reoccurring issues and recommends constructive resolution
- Maintains updates and creates Help Desk documentation
- Capture and populate knowledge base for common issues or incidents
- Performs preliminary troubleshooting of personal computers to detect problems
- Maintains and supports personal computer applications to satisfy the requirements of the user
33
Helpdesk Technician Resume Examples & Samples
- Providing technical support and consulting services on all IT related matters
- Working with users to appropriately diagnose the nature of their problems and resolving software, hardware and mobile device issues
- Hardware and application support
- Responsible for imaging, configuration and deployment of new workstations
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Helpdesk Technician Resume Examples & Samples
- Help desk Support Experience
- Experience writing trouble tickets (they use Service Now)
- Health care Focused Application support within an EMR System - They use EPIC which is preferred
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Helpdesk Technician Resume Examples & Samples
- Windows 7 or 10 experience troubleshooting and supporting
- Microsoft office 2+ years of support
- Mobile device support- 1+ Years
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Helpdesk Technician, Co-op Resume Examples & Samples
- Perform basic computer software, hardware and network troubleshooting
- Maintain assets inventory
- Study business system applications
- University undergraduate in related disciplines
- Familiar with PC, MS Outlook and Excel, Window 7, 8 & 10
- With basic networking concepts (e.g. TCP/IP connectivity, IP routing, etc.)
- Knowledge in Powershell script is a plus
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Helpdesk Technician Resume Examples & Samples
- Imaging, configuring and supporting PC, laptop and peripheral hardware
- Supporting Microsoft Windows 7 and above
- Installing, configuring and supporting in-house and 3rd party software
- Administering and supporting Microsoft Office Suite & Outlook
- Troubleshooting network and connectivity issues
- Client administration in a Windows Environment
- A+ Certification preferred, not required
- Enterprise level Windows OS support
- Strong background in customer service
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Senior Helpdesk Technician Resume Examples & Samples
- Work within a team to provide technology support to business users
- Answer the IT helpdesk hotline and provide end-user assistance
- Logging and monitoring of customer questions, issues and problems through resolution/completion
- Provision of customer updates and status reports with regards to open customer issues as appropriate
- Ensure effective communication with the business and within team
- Ability to communicate effectively to both technical and non-technical staff
- Excellent working knowledge of operating systems, particularly Windows 7
- Understanding and troubleshooting of popular networking technologies (TCP/IP, LANs, WANs)
- Very good customer services skills
- Very good English conversation (verbal and written)
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Helpdesk Technician Level Resume Examples & Samples
- Must be able to install various applications
- Shipping, receiving, asset tagging all hardware
- Must be able to follow all policies and procedures
- First level support: password resets, toner and basic printer/scanner maintenance and installation, basic hardware and software repair a must
- Processes all new requests (i.e. Track-It) and assigns requests to the proper queue
- Must be able to determine, based on complexity and time on a support issue, when to escalate to the Help Desk Team Lead
- Must be able to troubleshoot basic networking and hardware issues
- Must be able to image and deploy laptops and desktops to the field and local Houston location
- Answer support phone calls and emails in a timely manner
- The ability to assist and complete IT Department projects
- Must be able to close a minimum of 15 work orders a day
- Must be able to configure networking equipment and software
- Excellent customer service skills are needed
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Helpdesk Technician Resume Examples & Samples
- Establish and maintain network and email accounts for all personnel
- Provide Tier 1 and 2 technical support to all users and interface with vendors and external support services to obtain Tier 3 support for computers and technical devices
- Utilize Remedy help desk software to track and manage all requests for services
- Respond and resolve requests within 8 hours of receipt and log issues into Remedy
- Maintain a comprehensive inventory of all NOMIENT IT assets to include: all hardware, software, warranties, licensing, and peripheral equipment
- Manage a comprehensive lifecycle management program for all IT assets including proper disposal of hard drives and other hardware
- Utilize DMLSS to track and manage all IT assets
- Configure LAN workstations with approved standard software
- Investigate and document technical malfunctions to determine cause, define the problem, and initiate corrective action
- Operate and manage the customer's VTC and audio conference equipment
- Install, troubleshoot, repair, and replace hardware and software, PCs, tablets, printers, scanners, phones, wireless devices
- A minimum of three (3) years' experience in the types of tasks listed above
- CompTIA A+ and Security + (CE) required
- Proven ability in troubleshooting and resolving issues
- Experience installing and configuring variety of software including Microsoft Office Suite, AtHoc, Windows 10, Windows Firewall, VMWare, McAfee Virus Scan Enterprise
- Proficient in SharePoint Editing
- Possess a fundamental understanding of computer hardware
- Possess strong communication and interpersonal skills along with patience and a positive attitude
- Communicate efficiently with all levels of personnel to include Senior military leaders
- A self-starter who is able to multitask
- Candidates MUST have U.S. citizenship, and the ability to obtain a SECRET security clearance
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Level Helpdesk Technician Resume Examples & Samples
- A minimum of 1-2 years of technical help desk support experience in a Windows environment
- Outstanding customer service and detailed documentation are required
- Account administration, hardware builds and configuration, end user documentation and training, software and hardware troubleshooting, and other various tasks associated with end user readiness and support
- This position requires on-call support on a rotational basis with other team members
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Senior Assistant Helpdesk Technician Resume Examples & Samples
- Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame
- One or more years of technical training in computer support
- Organization skills to balance and prioritize work
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MPS Helpdesk Technician Resume Examples & Samples
- The position requires experience in hardware, software, printer troubleshooting and network troubleshooting, or equivalent training and/or education are necessary. Customer service training and/or experience are beneficial
- This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a professional and respectful manner
- Must be able to learn and support new and fast-changing technologies
- Good work habits under pressure
- Familiarity with a wide range of standard office automation products is a must
- High energy level
- Must have a good command of the English language in order to provide effective phone, desk-side, and email support
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Helpdesk Technician Resume Examples & Samples
- Good customer service
- Call center experience
- Tier 2/3 support
- Remote access troubleshooting experience
- Helpdesk
- Proficiency with Office 365 or Office applications
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IT Helpdesk Technician Resume Examples & Samples
- Install, set up and troubleshoot all aspects of user desktops, software and phone systems
- Be self-motivated, approachable and flexible. Be enthusiastic about providing the best possible service and have the ability to multi-task and prioritize IT support requests according to urgency and importance whilst remaining calm and focused
- Outstanding communication skills (written and verbal) with a good telephone manner and strong relationship building skills. This role involves liaison with a number of suppliers e.g. ordering hardware etc
- Minimum 2 years of experience providing IT technical support
- Experience providing 1st line IT technical support, 2nd line support is advantageous
- Proven problem-solving ability with knowledge of Microsoft Windows and Office
- Ability to build strong relationships with 3rd party vendors and liaison with a number of suppliers e.g. ordering hardware etc
- Self-motivated, proactive, approachable and flexible
- Ability to multi-task and prioritize IT support requests
- Team player and ability to work independently with limited supervision
- Knowledge of networks and telecoms is preferable
- Possession or working towards MCP professional qualification is preferable
- Enterprise Mac experience is a plus
- Availability to travel up to 25% of the time
- Previous 1st line IT support experience is desirable but not essential
- Understanding of networks and telecoms is preferable
- Dedicated to providing a first-rate service and meticulous about detail
- Capable of working pro-actively and on your own initiative in carrying out your day-to-day responsibilities with limited need for supervision
- Possess or be working towards the MCP professional qualification
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Helpdesk Technician Resume Examples & Samples
- Resolves clients' questions or problems over the telephone/Internet in the areas of account administration. Keeps customer informed of how and when problems are resolved. Involved in any additional follow up, testing and troubleshooting. Responsible for escalating issues to next service level if appropriate
- Manage all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction utilizing pre-defined metrics and goals. Assess, prioritize, run the initial diagnostic troubleshooting process to resolve issues that are within the scope of knowledge. Serves as primary support liaison between company and customer. Escalate more complex issues to the next level as needed to expedite problem resolution
- Document all communications with customers and intradepartmental constituents related to outstanding technical issues in order to escalate to next level. Identify and maintain knowledgebase articles and reference guides based on inbound issues
- Utilize internal guidelines for effective call processing and escalation of reported problems to next level support representatives
- Self directed ongoing training, plus structured product or vendor related training. Keep up to date on current product versions and/or new products during specified schedules and/or off-peak hours
- Provides 24-hour support coverage when required
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Junior Helpdesk Technician Resume Examples & Samples
- Serve as first point of contact for employees seeking technical assistance
- Test and fix faulty equipment
- Look for opportunities for continuous improvement; to include updating or implementing policies and procedures
- Create accounts and configure hardware as part of on-boarding process
- Work with system administrators to resolve complex issues
- Responsible for personal continuous learning and staying up to date with technology
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Helpdesk Technician Resume Examples & Samples
- Install, configure, maintain, troubleshoot and repair computer hardware, software, LAN connections and peripherals (including printers, document cameras, and projectors)
- Ensure timely device deployment including device imaging
- Update inventory systems
- User account generation and support
- Coordinate support (through vendors when needed) for district copiers/multi-function devices and applications
- Provide the first level of technical support for all district technologies over the telephone, email, and face-to-face
- Prioritize work orders and develop work schedules to facilitate quick resolutions with a minimal disruption of the instructional program
- Document work and communicate with stakeholders via email and helpdesk software
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IT Helpdesk Technician Resume Examples & Samples
- Diagnosing and troubleshooting of computer and network peripherals in a Windows 2008 Server environment
- Creation of new user accounts and workstations
- Removal of obsolete users
- Setup, monitoring and test new equipment
- Backup and retrieval of workstation data
- Triage and prioritize help tickets with appropriate resolution timeframes
- Telecommunications support—field phones, aircards, iPhones, Cisco VOIP phones, Mobile Iron
- Applicants are required to possess a current, valid driver license and the ability to meet and maintain eligibility requirements to drive a Company vehicle
- Advanced knowledge of petroleum industry related software required
- Demonstrated work experience with Microsoft Win 7, Server 2008 operating systems, Microsoft Exchange 2010, MS Office Suites, Citrix, network environment
- Demonstrated understanding of WAN/LAN environment
- Demonstrated PC hardware and software troubleshooting abilities
- Ability to effectively train end users
- Must have excellent customer service skills with a proven ability to successfully work with other team members
- Must be capable of lifting 50 lbs to perform installations and removals
- Must be able to work in the United States indefinitely
- Bachelor's degree or applicable associate’s degree
- 5+ years of IT helpdesk or applicable experience
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Helpdesk Technician Resume Examples & Samples
- O365 troubleshooting experience
- Strong Windows 7/10 OS troubleshooting experience
- Citrix VPN experience. Strong experience using a remote tool for remote support
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Helpdesk Technician Resume Examples & Samples
- Help desk/call center type experience
- Worked with MS Office 2010
- Windows 7 in an active directory environment
- Able to do basic troubleshooting
- Escalate to level 2 or 3 if needed
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Helpdesk Technician Resume Examples & Samples
- Phone Support position working heavily with printer issues, Windows 7/8 and Windows 10 along with Active Directory
- This person must have experience with some form of ticketing system
- Troubleshooting experience with any hardware or software related issue. Working within servers is also critical
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Helpdesk Technician Resume Examples & Samples
- Open and willing to learn new technologies
- Professional
- Windows and PC experience
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Helpdesk Technician Resume Examples & Samples
- Eagerness to learn with a passion for technology
- Problem solving and trouble shooting skills the ability to identify the root cause of a problem, not merely apply a work-around solution to the problem
- Windows log analysis to determine cause of problem and propose a resolution
- Experience with Windows Active Directory
- Ability to trace and troubleshoot network connectivity; install, test and terminate ethernet cabling
- Troubleshoot hardware and software for end users
- Provide phone and desktop support for internal and remote employees
- Familiarity with IT ticketing systems and have the ability to use system for issue resolution
- Experience with Microsoft Office 2016
- Assist with the onboarding of new users
- Experience with enterprise VoIP systems such as Cisco / Mitel / etc
- Deploy laptop images using Microsoft deployment tools
- Customer service skills with the ability to explain and teach computer software skills as needed
- Familiarity with Microsoft's Remote Desktop Services in Windows Server 2008 R2 and above
- Experience with Office 365 configuration and deployment
- Familiarity working with Hyper-V virtual machines
- Experience supporting remote employees through the use of remote assistance tools and diagnosing VPN & Microsoft Direct Access connection issues
- Communicate with vendors to solve hardware and software issues when needed
- Ability to relocate end user hardware and reinstall correctly after relocation
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Helpdesk Technician Resume Examples & Samples
- Troubleshooting PCs
- Basic Active Directory troubleshooting
- Network Monitoring
- Tier 1/Tier 2 troubleshooting
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Helpdesk Technician Resume Examples & Samples
- Employ creative solutions to solve technical issues or provide new services to customers
- Prepare company-issued equipment to Atlantic Media standards
- Utilize online ticketing system to track and resolve open trouble tickets
- Technical understanding of Windows and Apple desktop environments
- Basic understanding of computer networking
- Creative troubleshooting and research skills
- Must be able to lift and move computers, monitors, and printers
- Basic understanding of administrative and business processes
- Experience with Active Directory, Remote assistant tools, and computer imaging a plus
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Senior Helpdesk Technician Resume Examples & Samples
- Screens; refers; and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems in an advanced degree University setting
- Applies advanced diagnostic techniques to identify problems; investigate causes; and recommend solutions
- Provides on-boarding processing to include Active Directory account creation; distribution list association; BlackBerry configuration; and Google Cloud and network accounts
- Participates in the administration of e-mail systems
- Provides guidance and work leadership to less-experienced technicians; and may have limited supervisory responsibilities
- Supports users with their BYOD devices; connecting to supported wireless networks - platforms include Android; iOS; Mac and Windows phones; tablets and computers
- Demonstrates professional writing skills; verbal communication; is comfortable in a multi-tasking; fast paced work environment. Possesses the ability to communicate technical knowledge in layman terms; to work independently; is aggressively motivated in the pursuit of knowledge and is selflessly team oriented
- Processes Documentation
- Windows 7/Windows 10
- BMC ITSM Remedy 7 and BMC FootPrints
- DHCP and DNS
- PKI infrastructure and CAC enabled account log on troubleshooting
- Cisco AnyConnect
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Helpdesk Technician Resume Examples & Samples
- Provide technical support for incoming queries and issues from WKU faculty, staff, students, alumni, and affiliates of the University via the telephone, email, and chat. Assist student consultants in like support
- Evaluate client requests and determine if resolvable at IT Helpdesk or if it must be escalated. If escalated, determine if sufficient information and proper troubleshooting was completed at the Helpdesk level
- Troubleshoot software and hardware issues on multiple platforms (PC, Macintosh, and mobile) in an enterprise-level networked environment
- Attend meetings and interact with the IT Division to stay current on training, upcoming projects, new systems, system upgrades, and other job-shifting changes
- Utilize, evaluate, revise, and create technical knowledge for internal and external knowledge base
- Experience troubleshooting hardware/software issues on multiple platforms (PC, Macintosh, and mobile)
- Experience writing documentation and instructions
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Junior Internal IT / Helpdesk Technician Resume Examples & Samples
- Fielding/closing internal IT Help Desk tickets
- Software troubleshooting and configuration
- Network printer installation
- Various other IT-specific tasks
- Some domestic travel required
- Experience in technical support
- CompTIA A+, Network+, Security+ are a plus but not required
- Basic iPhone troubleshooting experience
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IT Helpdesk Technician Resume Examples & Samples
- Install, configure, test, maintain, monitor and troubleshoot end user workstations, printers, laptops, phones and other related hardware and software
- Provide end users with new/replacement desktop equipment, laptops, phones, tablets
- Receive, respond to and resolve incoming calls, emails or service tickets
- Ensure department service tickets are appropriately assigned and addressed in a timely fashion
- Create department service tickets when issues/requests are received via telephone or email
- Identify and escalate high priority issues as necessary to appropriate team members or IT leadership
- Maintain inventory of IT hardware and software
- Communicate with 3rd party support or vendors when necessary for issue resolution
- Bachelor’s degree in related field – preferred
- Technical knowledge of computer related hardware and components, and printers – required
- Excellent analytical abilities and problem solving skills, required
- Strong verbal and written communication skills, required
- Strong customer service orientation, required
- Self motivated and directed with the ability to effectively prioritize and execute tasks, required
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IT / Technology Services Helpdesk Technician Resume Examples & Samples
- Responsible for all 1st and 2nd line support queries, problems and incidents, utilising all available support materials and expertise to try and successfully restore systems to full working order
- Responsible for accurate call logging providing details on resolution and lessons learnt
- Responsible for resolving issues promptly and efficiently, coupled with sound technical trouble shooting capabilities
- A strong emphasis on 2nd line client-based support for business applications on PC, Mac and Smartphone
- Cross-platform expertise is important as we have a 50% Windows, 50% Mac environment and a large number of users. This is primarily a user / desktop support role but you will also become involved in additional projects
- Ability to relay complex technical information to non-technical staff
- Up to date with the latest technologies
- Solid understanding of the importance of meeting tight deadlines
- Core personal attributes should include being logical, outgoing, highly organised and service-orientated IT support professional
- A focus on customer satisfaction, with strong interpersonal skills and responsiveness
- We work as a team and you should not be afraid to roll your sleeves up and tackle or assist with any client-based issue
- You will need to be calm and self-assured and able to work with a team under the supervision of a team leader
- 2 years’ experience and knowledge of Windows 7/8/10 and Mac OSX client
- Experience in troubleshooting DTP applications including Microsoft Office, Adobe Creative Suite /CC/CC2014
- Knowledge and experience of active directory tools (ADUC)
- Knowledge of supporting and administration of smartphones and tablets
- Knowledge and experience of iPhone/ Pad and Android configuration and administration
- Understanding of networks for trouble shooting
- Knowledge and experience of Zendesk or similar call-logging system an advantage
- Experience of remote administration
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Helpdesk Technician Resume Examples & Samples
- Has a current IT-2 clearance with DoD or has separated from the military within the past 24 months
- 6 months to 1 year customer service experience in a high volume call center
- Previous IT experience in a troubleshooting environment (phone support preferred, service desk acceptable)
- Previous experience with Remedy ticketing system
- Experience with Cisco and or Avaya phone systems
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Helpdesk Technician Resume Examples & Samples
- Install, repair, and perform preventative maintenance of personal computers and peripheral systems
- Complete all installations of upgrades and back-ups of software and hardware applications at the desktop level
- Support the Help Desk function and resolve trouble tickets in a timely fashion
- Use ME trouble ticket system to manage workload
- Maintain PC standard images and deploy PC’s throughout the organization
- May assist in user education and training
- Trouble shoot PC related software and hardware failures and identify network problems
- Assist network and system administrators with trouble shooting
- Assist with electronic communications systems (FAX, Email, VoIP)
- Perform basic network security functions such as resetting passwords
- Write and maintain end user and support documentation
- Ability to read, write, and understand English
- Ability to come to work
- Ability to manage stressful situations
- SOX Support
- Support global organization integration duties
- Present IT information at New Hire Orientation
- Planar telecom administration
- AV support
- Supports additional activities including Sales Kick Off, Board of Director meetings, and all hands meetings
- Additional duties as needed and requested by manager
- Windows Imaging experience
- Experience with AV tools such as MS Forefront, McAfee, and McAfee EPO
- Windows client update Tools (WUS, SCOM, MDT, WDS or other)
- Experience/working knowledge of PC operating systems (Windows 10, Windows 8, Windows 7, MS Office 2007, 2013 and 2016)
- Competence with standard office software packages
- Good understanding of desktop printing configurations and setup
- VOIP
- Microsoft Dynamics AX
- VPN
- Superior interpersonal and customer service skills
- Demonstrated ability to be well organized and pay consistent close attention to details
- Ability to prioritize what needs to be fixed
- Mental ability to conduct on-going interpersonal interactions, analyze and solve problems essential
- Ability to actively participate in team development and team-oriented processes
- 2-4 years relevant experience
- High School Education or equivalent
- Experience with Active Directory is preferred
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Senior PC / Helpdesk Technician Resume Examples & Samples
- Candidate must have at least 5 years of relevant experience
- Must have High School Diploma or equivalent
- A/E/C industry experience not required but highly preferred
- Experience with Bentley products, AutoCAD, and REVIT highly preferred
- At this time, Dewberry will not sponsor a new applicant for work authorization
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Helpdesk Technician Resume Examples & Samples
- Provides first level contact and problem resolution for users with hardware, software and application problems Using advanced troubleshooting skills, resolves as many problems as expertise permits using available tools and resources
- Solves problems on Windows platforms with proficiency
- Escalates problems as appropriate, following established Service Desk procedures
- Maintains communications with users during the problem resolution process
- Provides accurate and timely logging of problems and resolution for problems in the Service Desk ticket system
- Stays current with system information, changes, and updates
- Working knowledge of fundamental operations of Windows software, PC, laptop and server hardware and related IT equipment such as printers, wireless devices, and scanners
- Superior customer service and people skills are a must
- Strong problem analysis, problem solving, and attention to detail skills
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Helpdesk Technician Resume Examples & Samples
- Isolate, resolve, and follow up with end users to resolve technical problems
- Load required software, operating systems, and components
- Perform routine preventative maintenance on all computer system equipment
- Track and manage equipment and stock inventory, including escalating stock level replenish needs
- CompTIA A+ certification or Microsoft Certified Solutions Associate certification
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Helpdesk Technician Resume Examples & Samples
- We design, build, implement and provide ongoing support and maintenance (including contract management)
- Contribute to the completion of milestones associated with specific projects
- Build knowledge of the organization, processes and customers
- Provide remote desk side support using a Depot Model at all Remote Locations (EID/access, connectivity, mobile phone application, exchange, telephony, software installs, print, shared drives, etc. Anything / everything end user support the Service Desk is the first line of engagement for triage / resolution)
- Provide first level virtual desktop support
- Provide printer and wireless support
- Perform or coordinate soft IMAC: IMACs that do not include any physical movement or installation of hardware. For example, include installing approved software applications that could not be done using remote control access by the Service Desk or installing or updating device drivers on a laptop to support a local office printer. The Service Desk performs end user software application installs via SCCM. They also install print drivers on workstations already deployed in the field
- Create Asset Recovery tickets based on weekly HR reports and places those tickets in an Asset Recovery queue in Service Now
- Provide commercially reasonable efforts for non-standard desktop products as the first line of support for end users
- Align with TU change management, release management, procurement, info security, and other processes and policies
- Fundamental knowledge of basic work routines and standards
- 2+ years in a help desk/support position required
- Experience working with Relational Databases
- Must be proficient in all Microsoft OS platforms from Windows XP to Windows 10 with some experience in Microsoft
- Respond to inbound phone and electronic requests for technical applications assistance for configuration/setup, operations, including installations, setups, error messages, on-line transactions, systems status and downtime procedures for any of TransUnion products and systems. For satisfactory troubleshooting and problem resolution, the job requires a good knowledge of all products and applications that are supported and associated known software issues. Utilize internal guidelines for effective call processing and escalation of reported problems to next level support representatives
- Document all communications with customers and intradepartmental constituents related to outstanding technical issues in order to escalate to next level. Identify and maintain knowledgebase articles and reference guides based on inbound issues while keeping customers abreast of problem status, set clear expectations and provide timely follow-up to customers based on SLA and Identify and implement process improvements
- 5 Self-directed ongoing training, plus structured product or vendor related training. Keep up to date on current product versions and/or new products during specified schedules and/ or off-peak hours
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IT Helpdesk Technician Resume Examples & Samples
- Day to day operations, responding to support requests and technical issues via Email, phone and other electronic medium such as Continental Incident Management System
- Desktop/Laptop break /fix with vendor support if needed
- Refresh desktop/laptop computers per refresh schedule
- Assist with the support with guidance from infrastructure team of
- Server applications
- Manufacturing applications
- Network security
- LAN/WAN
- Peripherals (Desktop and manufacturing applications)
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Helpdesk Technician Resume Examples & Samples
- Ability to explain and assist non-technical staff with technical processes
- Easily adapts to change
- Willing to learn new things
- Exchange Management
- CernerWorks
- Printer management
- Windows troubleshooting
- Citrix troubleshooting
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Online Helpdesk Technician Resume Examples & Samples
- Assist students in gaining access to Distance Education Platform and completing the mandatory online orientation
- Create new user accounts for new students, add to orientation, and notify student of access via email
- Provide information of Online Education at Macomb to requesting persons
- Make appropriate referrals to other College Departments (Counseling, Enrollment, Academic Departments, Financial Aid, Lab, Learning Center, etc.)
- Collect and enter data, email addresses, course information, etc., of online students
- Report email changes and correction in FootPrints contact database
- Record all support issues and inquiries in FootPrints project database
- Contact students as necessary
- Assist Learning Outreach as part of a team
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Helpdesk Technician Resume Examples & Samples
- Resetting user names and passwords
- Teaching users how to access work related server folders and databases
- Troubleshooting and fixing application or printing issues
- Help more experienced windows administrators as required
- Provide After-hours Helpdesk phone assistance
- Completing tasks assigned associated with Infrastructure Projects
- Create and maintain network connectivity to offices within the building
- Troubleshoots connectivity/cables as issues arise
- Apply software patch updates and/or upgrades to software loaded on clients
- Create, change, and delete extensions and agents per request
- Resolve user issues related to the phone system
- Assist more experienced telecom administrators as required
- Prevent system downtime
- Complete related tasks efficiently, accurately in a timely and effective manner
- Printing and application issues are resolved
- Answer Helpdesk Phones and resolve users’ issues
- Assist with Software/OS updates
- Problem resolved in a timely manner
- Communicate to users, test and follow up on completed tasks
- All cables are run neatly and fastened appropriately
- Prevent phone System Downtime
- All documentation updated with require periods
- Ability to support phone system administrator and provide acting capability in SA when required
- Up-to-date inventory of PC Based Software Installs
- Up-to-date inventory of PC Based Hardware Equipment
- Up-to-date inventory of IP’s used and available
- Build proper knowledge base for troubleshooting related issues
- Strong interpersonal and communication skills; capable of explaining simple procedures in writing or verbally; good phone skills
- Performs routine tasks under the direct supervision of a more experienced administrator
- Able to follow instructions well
- Prioritize Workload
- Ability to Produce Under Stressful Situations
- Effective Time-Management
- 1+ years of helpdesk support and customers services experience
