Desk Side Support Resume Samples

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A Windler

Alice

Windler

972 Walker Estate

San Francisco

+1 (555) 654 5711

972 Walker Estate

San Francisco

Phone

p +1 (555) 654 5711

Experience Experience

Detroit, MI

Desk Side Support Technician

Detroit, MI

Toy Group

Detroit, MI

Desk Side Support Technician

Responsible for being onsite resource to assist remote SMG, Network, and Telecom resources
Provide intermediate-level network troubleshooting and service and troubleshooting and service for the desktop/laptop environment
Deliver high-quality second-level service of the technology environment, management of Remedy tickets, asset management, and desktop service
Provide graphical user interface-level assistance with Mac OS X Server configuration and server administration
Assist with acquired company integration
Managing whole units and part inventories and records within customer provided store rooms
Provide lessons learned as input to the evolution of standard processes

Houston, TX

Desk Side Support Analyst MAC

Houston, TX

Kutch-Stoltenberg

Houston, TX

Desk Side Support Analyst MAC

Input to the development of EUC processes relating to creative users
Manage small project, usually hardware role-outs
Mac up to and including 10.11
Identification and reporting of CSI opportunities
Booking repairs and managing Apple items
Microsoft Office 365
Exceptional Apple support abilities

present

Los Angeles, CA

Desk Side Support Specialist

Los Angeles, CA

Collins, Feeney and Pfeffer

present

Los Angeles, CA

Desk Side Support Specialist

present

Provide support and/or informal training to users regarding IT systems and products
Receive, stock and update IT assets into the asset management system; maintain a safe and organized storage and staging room
Develop and maintain internal processes, standards, guidelines and knowledgebase articles to facilitate IT operations and user information
Assure that all work processes are properly tracked through the standard ticketing system
Adhere to established policies and procedures
Perform post-resolution follow-ups on all incidents to ensure customer satisfaction
Resolve issues related to workstations in a timely manner

Education Education

Bachelor’s Degree in Computer Science

Kaplan University

Bachelor’s Degree in Computer Science

Skills Skills

Ability to create knowledgebase documentation
Self-motivated/resourceful/dependable/driven/passionate
Flexible availability – Days/hours
Excellent time management skills
Apple OS and Apple repair experience desktop/laptops/tablets
Excellent written and verbal communication skills
Research questions using available information resources. Advise users on appropriate action
Excellent customer service skills
PC Repair Experience desktops/laptops/tablets
Diagnostic Tools and Application of the tools

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Desk Side Support Analyst MAC Resume Examples & Samples

Exceptional Apple support abilities
Service orientate delivery
Identification and reporting of CSI opportunities
Resolution of tickets to meet team SLA targets
Input to the development of EUC processes relating to creative users
Booking repairs and managing Apple items
Ensuring equipment reports correctly to asset and security systems
Ensure that central control and update of security and OS patches happens
Manage small project, usually hardware role-outs
Good knowledge of
Mac up to and including 10.11
Casper
Hardware and Peripherals
ITIL
Window mobile, iOS and Android devices
Ambitious, articulate person, with a desire to progress their career
Ability to stay calm under pressure
Organised approach to work

IT Analyst, Desk Side Support Resume Examples & Samples

Act as expert 2nd level support, aiming to minimize client impact (minimize mean time to resolve) while providing concierge-level technical support and assistance to all internal clients and to resolve complex technical problems while demonstrating superior levels of tact, diplomacy and confidentiality
Work to deliver a consistent world-class on boarding experience by delivering high quality on-boarding experiences to new hires (access provisioning, equipment handover, end user training)
Meet and exceed KPIs consistently. Handle and aim to resolve all assigned tickets efficiently and with utmost care to quality of service aiming to resolve all assigned tickets as well as taking ownership of unassigned work in a timely manner while supporting a culture of delivering quality service
Partnering with service desk front line as required answering calls as or when directed from Cisco IVR, Cater to email enquiries and client walk-ups, striving to deliver superior customer experience with each interaction, and work to maximize first contact resolution for global CPPIB end user base
Collaborate actively with global service desk peers (through email, conference calls, group chats, etc.) and work to raise the overall technical proficiency of the team of supported applications/services. Partner with team lead and manager to promote a high performing team oriented environment that is instilled with a culture of quality and customer service that exemplifies the firm’s guiding principles
Be adaptive to changes as service desk evolves by adopting new processes as directed from management and provide constructive feedback (identifying ‘win-win’ situations) to help drive continual improvement in a positive manner

Desk Side Support Resume Examples & Samples

Deliver the technical roadmap for the Service proposition particularly in the area of SCCM, SCOM, MS Orchestrator and Service Now
Deliver Service tasks for the Fusion projects: including the Windows 10 image, SCCM packaging, Active Directory configurations; deployment and management of mobile devices
Review current BAU operational activities and produce a roadmap of improvements aligned with the companies requirements
Experience of IT Service Lifecycle, in particular Service Transition & Service Operations
Experience with ITIL framework and best practises
Ability to analyse service operating model and recommend improvements where necessary
SCCM 2012: configuration and operational management
MS Orchestrator: configuration and operational management
Keep on top of the organization and management of large desktop estates: emphasis on desktop patching, anti-virus and software maintenance
Experience in Citrix XenApp 7.5 maintenance and support
Knowledge of PKI infrastructures and Windows 10 would be a key differentiator
Bitlocker experience

Desk Side Support Senior Technician Resume Examples & Samples

Serve as a senior team member and escalation point who may be conferred with as a subject matter authority by other IT personnel
Manage timely escalation of customer issues by assigning appropriate priority level, escalating as necessary to management contacts, and owning the issue through
Provide senior level service for any dispatched troubleshooting tickets, as well as resolve and document local requests for support
Deliver high-quality, second-level service of the technology environment, management of Remedy tickets, asset management, and desktop service
Oversee operating procedures, configurations, and documentation for local office hardware and software, adhering to national standards
Participate in the implementation of national IT projects in the local environment
Minimum three years of information systems experience supporting office technology and desktop support
Experience in diverse infrastructure technologies including desktop, applications, LAN, WAN, and servers preferred
Strong interpersonal and communication skills, with the ability to support and work with many levels of management and peers
Ability to travel and provide on-call coverage on nights and weekends as needed with a demonstrated ability to provide hands on and remote troubleshooting, support and resolution of technology issues across several offices in a geographic area

Desk Side Support Senior Technician Resume Examples & Samples

Serve as a senior team member/escalation point and may be conferred with as a subject matter authority by other IT personnel
Help to make certain timely escalation of customer issues by assigning appropriate priority level, escalating as necessary to management contacts, and owning the issue through resolution
Deliver high-quality second-level service of the technology environment, management of tickets, asset management, and desktop service
Provide senior level service for any dispatched troubleshooting tickets, network troubleshooting, and telephony, as needed
Promote the utilization of existing and adoption of emerging technologies
Experience in diverse infrastructure technologies including desktop, applications, LAN, WAN, and servers
Ability to support client service professionals in various levels within the firm
Ability to travel and provide on-call coverage on nights and weekends, as needed

Desk Side Support Technician Resume Examples & Samples

Deliver high-quality second-level service of the technology environment, management of Remedy tickets, asset management, and desktop service
Provide intermediate-level network troubleshooting and service and troubleshooting and service for the desktop/laptop environment
Participate in the implementation of national IT projects in the local environment. Participate in IT process development and documentation efforts
Proactively communicate with customers, from analysis through resolution, to keep them informed of status; provide follow-up upon resolution to help make certain customer satisfaction
Minimum one year of information systems experience supporting office technology and desktop support
Bachelor's degree from an accredited college/university or equivalent work experience
Ability to provide hands on and remote troubleshooting, support and resolution of technology issues across several offices in a geographic area; ability to support client service professionals of various levels within the firm
Strong verbal/written communication, problem solving, organizational and independent judgment skills to support an environment driven by customer service and team work; ability to build productive relationships with peers

Desk Side Support Resume Examples & Samples

3+ years PC support, diagnostic/troubleshooting and repair experience in large corporate SLA-based setting
Solid working knowledge of pc operations including hardware, operating systems, network printing support and network settings
Experience providing IT support within a Windows Active Directory enterprise with 1,000+ computing devices
Proven experience with ticket tracking systems (i.e. HEAT, Remedy, and CA Service Desk). Desired
Experience in a financial services enterprise environment desired
Experience in a consulting position on a client site is preferred
Outstanding customer service
Must have reliable transportation and willing to travel in the Indianapolis/San Diego region to support client sites
Must be able to rotate on call shifts; weekend, holiday and after hours
Must be able to lift 50lbs
High School diploma or G.E.D equivalent/and or experience
Employee should be trained in Windows 7 and Dell hardware systems used at each the client site

Desk Side Support Resume Examples & Samples

5 or more years of experience in a hands-on desk side support role required
Candidate must have valid driver’s license with reliable vehicle and appropriate insurance (required)
Proficiency in Windows operating systems, Microsoft Office software
Proficient with PC hardware
Excellent Administrative skills required
Lenovo certifications a plus
Excellent Client Facing Skills
VIP Support Skills

Junior Desk Side Support Analyst Resume Examples & Samples

Act as a point of contact to all areas of the business for any IT support issues ensuring that all support queries are logged with the central service desk
Escalate calls where necessary to the relevant resolver group. Report on status of outstanding calls
Maintain a high degree of customer service for all support queries and be pro-active when dealing with user issues
Be an ambassador of the IT Support team communicating with end users and improving the image of IT
Provide support for desktops, laptops, macs, printers, tablets and mobile devices
Provide support for All Windows OS, and MS Office and Mac OS
Troubleshoot and support specialist media and finance applications where necessary
Working on New Starters and Leavers, requesting account creation as well as building and rolling out hardware and updating software packages
Configuring extensions and handsets and rolling out to end users
Contribute to the knowledgebase for fixes and workarounds
Maintain and monitor all AV and meeting room equipment within the business
Maintain all printing devices within the business
Maintain equipment asset databases
Any other tasks or projects assigned by IT Management or the business
A good spectrum of IT knowledge
A solutions focussed approach
Be pro-active
Highly organised, with excellent attention to detail
Good understanding of Microsoft Windows Desktop OS, and Mac OS
Good understanding of Mobile OS including Apple, Android, Microsoft and Blackberry
Proven trustworthiness in handling confidential information
Flexibility to work different shifts between 8am and 6pm
Flexibility to work outside of normal working hours at short notice

Desk Side Support Technician Analyst Resume Examples & Samples

TAFE college diplomas/certificates (Information Technology) plus 2-3 years relevant experience or a university degree (majoring in Information Technology) plus 1-2 years relevant experience
Customer Focus (High)
Customer Service Oriented (High)
Customer Support Principles (High)
Customer Support Procedures (Intermediate)
Incident Documentation (High)
Incident Management (High)
Remedy Incident Reporting Tool (Intermediate)
HW and SW configuration (High)
Workstation Networks Configuration (Intermediate)
Network Communication (Intermediate)
Telecom Communication (Beginner)
Familiarity with a variety of computers, operating systems, and client/server technologies (ideally those platforms used by the Company), (Intermediate)
Knowledge of Microsoft products used by the Company (High)
Windows 10, 8.1 and 7 experience/qualifications would be an advantage
Knowledge of LAN (Beginner)
Knowledge of the Company’s global standards, security and licensing guidelines (Beginner)
Decision Making (Intermediate)
Good oral and Written Communication (High)
Issue Identification Analysis and Solving (Intermediate)
Teamwork and Collaboration (High)

Desk-side Support Technology Performance Bar Technician Resume Examples & Samples

Responsibility for the support and set up of services and solutions that enable Nike end users that are visiting the Tech Performance Bar to effectively communicate and collaborate with each other and external partners
As a Services and Support Technician, you will be called upon to assist with ‘how to questions’, set ups, break-fix and general support for Nike Technology. You will be responsible for Identifying, researching and resolving technical issues
You will be expected to respond primarily to walk-ups for a variety of end user services issues and requests
Experience in dealing with all client related support issues including both hardware (PCs, MACs, mobile phones, printers, tablets) and enterprise software
Ability to work well independently or in a team setting, while building positive business relationships, and working collaboratively across IT and the Business
Ability to support all levels of technology users, including top level executives
Bachelor's degree in Computer Science or related field
5+ years' experience as a Desk-Side Support Technicians or combination with Service Desk Support experience
2 years' additional experience required in lieu of a degree
Experience in documenting, tracking and monitoring the problem(s) to ensure a timely resolution in ServiceNow, Remedy or similar ticketing systems
Must have deep subject manner expertise in hardware, peripherals and enterprise software support, reimage and data migration, break-fix, international travel support, device back-up and restore, mobility, email, IMACs (installs, add, moves and changes) and ad-hoc support for users visiting the Tech Performance Bar
Ability to provide a transparent end to end services and support experience to our Nike users by ensuring every users receives a positive experience and their issues are resolved in a timely manner
Must be able to manage and organize your own workload and utilize your resources to ensure the end users issues and requests are resolved. Also, ability to operate with little supervision
Flexibility to move from Tech Performance Bar support to assist where needed within the End User Services team
Proven ability to learn quickly and utilize latest technologies to develop and implement superior solutions in a high-pressure environments
Focused team player with strong ability to provide independent leadership for successful project outcomes and achievement of desired objectives
Excellent communication, interpersonal and analytical skills
Must be able to communicate the concept behind the problem/resolutions to Nike VPs and end users
Applies best practices and knowledge of internal/external business challenges to improve processes and services

Desk Side Support Resume Examples & Samples

Three years of Service Desk, Desk Side support, or a combination of college and work experience
Expertise in PC systems
A good understanding of file and print services
Excellent oral communication skills
Ability to handle high priority problem calls and interface with a variety of clients
Strong organizational skills with the ability to manage priorities and workflow
Versatility, flexibility, and a willingness to work with constantly changing priorities
Bachelor’s Degree in computer science or related field
Security + CE certifications

Desk Side Support Technician Resume Examples & Samples

Provide "ALL Shift" 24x7 computer hardware and software support for new and currently deployed IT assets and projects including, installing, moving, configuring, diagnosing, repairing, maintaining and upgrading all hardware and software while ensuring optimal performance
Handle multiple open issues and interface with customers at all levels with urgency, attention to detail and great enthusiasm
Provide technical assistance and training to end-users when required
Monitor, create, update and/or escalate trouble tickets to ensure all hardware and software issues are being addressed and resolved within timeframes established under Service Level Agreements
Track assets by entering all traceable assets in the designated database, recording all moves/additions/changes, reviewing asset data for accuracy, and conducting inventory audits
Assist with coordination of moves and excessing of IT equipment, to include palletizing and shipping out all old hardware and receiving of new IT equipment
Ability to troubleshoot and repair desktops and laptops components, as well as the installed software
Ability to lift up to 50 lbs
Knowledge of Active Directory and Messaging services (e.g. Exchange)
Expertise in Blackberry and iPhone devices with a working understanding of Blackberry Administration Services
Understanding of networking technology at the physical and logical level including the various supporting services and protocols
Length of this assignment is December 15, 2016 through April 15, 2017 (5 months Assignment)
Candidate must possess an Active Secret Clearance; or must be eligible for an Active Secret Clearance to be considered for this position
MCDST certification or higher
ITIL v3 Foundations certification

Desk Side Support Technician Resume Examples & Samples

Provides Tier II level phone, email, and desk side support on hardware, software, and pharmacy production applications
Responsible for thorough documentation of issue details, troubleshooting steps taken, resolution, and root cause utilizing Service Now ticketing system
Expected to learn Pharmacy Dispensing System and Applications at Orlando, Pharmacy. Acts as backup onsite support of dispensing operations
Assist where needed with deploying new desktops, laptops, and telecom equipment
Adheres to all Support Level Agreements and Processes as defined by DaVita Rx IT Support Leadership team
Teammate responsibilities may include participation in a future On Call Rotation; adhering to On Call Support Level Agreements as defined by DaVita Rx IT Support Leadership
Responsible for accurate management of DaVita Rx IT Assets including Desktops, Laptops, Phones, and MFD equipment
Responsible for participating as needed in IT Projects, not limited to attending project meetings and assisting in the setup and installation of systems and applications
Responsible for helping to manage IT and Customer Knowledge Bases; creating new and updating existing documentation
Responsible for being onsite resource to assist remote SMG, Network, and Telecom resources
Must be able to demonstrate high level or performance, accountability, and integrity without local leadership present
Must be a self driven, motivated individual that can be successful in an environment with minimal direct IT supervision
Strong skills in supporting current iterations of Windows and Apple operating systems, MS Office, Local Area Networks, Wireless network configuration and connectivity, remote support software, printers and other peripherals, etc
Strong hands-on technical skill with personal computers, laptops and peripherals
1-2 years helpdesk/customer service experience
Excellent written, organizational, communication and customer service skills
Ability to research and resolve issues escalated due to complexity and/or time restrictions
Must have strong interpersonal skills for dealing with customers on a one on one basis
Must possess strong troubleshooting and analytical skills to work through issues
Must possess the ability to assist customers remotely over the phone, via remote control software or in person

Desk Side Support Analyst Resume Examples & Samples

Organize activities based upon priority, urgency and escalations
Resolve issues related to workstations in a timely manner
Receive, stock and update IT assets into the asset management system; maintain a safe and organized storage and staging room
Patch workstations as required and maintain appropriate inventory and controls; collaborate with local and/or regional IT staff as needed
Develop and maintain internal processes, standards, guidelines and knowledgebase articles to facilitate IT operations and user information

Senior Analyst It-client Desk Side Support Resume Examples & Samples

Perform, document and assist in planning work activities relating to projects, sub-projects, or processes. For Projects: analyze requirements, then design, build, and test IT software solutions in accordance with IT project management standards. For operations/application maintenance: enhance, maintain or support existing IT products and processes to the defined service level agreement
Maintain engagement with business and IT partners
Assist less experienced personnel
Proactively build business/IT knowledge to provide solutions
Utilize best practices to improve products and services. Apply and verify compliance to standards as defined within the Management Model
As assigned, work effectively with outsourcing partners
Performs this service in support of (fill in business area i. e. Energy Delivery, Real Time, etc)
Independence level: Works under general supervision

Desk Side Support Specialist Resume Examples & Samples

Candidate should have Network Troubleshooting skills (Preferred CNP)
2-3 Years of Experience of technical support for enterprise environments
Basic Understanding of IT Infrastructure support including (Data Networks, Voice Networks, Power, Server, Storage)
Basic Knowledge of Operating Systems (Microsoft Windows 7.10) (MAC OSX) & (Linux)
On call over weekends
2-3 years experience in Helpdesk network support

Desk Side Support Technician Resume Examples & Samples

Follows standard Service Desk procedures
Provide courteous customer support to users through phone, walk in, and ticket requests. Logs all interactions, track and route issues and requests and document resolutions. Monitor all open tickets to ensure prompt closure and resolution. Identify and escalate situations requiring urgent attention
Escalate tier 2 and 3 issues to the appropriate team(s)
Installs, configures, maintains, upgrades, and troubleshoots a wide range of hardware and software used in the company
Research questions using available information resources. Advise users on appropriate action
Gather metrics on daily/weekly/monthly requests and work
Replace systems (laptop and desktop) as they reach their refresh threshold
Purchase new systems and accessories and log data into asset inventory system or appropriate records. Manage local inventory of IT related equipment
Image new systems using automated technologies (such as SCCM, etc.) and update with needed drivers and patches
Deploy and maintain Blackberry and smartphone fleet
Maintain laptop and projector loaner and conference room pool
Assist off site contractors with printer maintenance
Install, configure and support software
Data Center operation support if requested by Operations tower
Assist to other towers
Assist with acquired company integration
Minimum High School Diploma or GED necessary
2-5 years of experience – Previous experience in Help Desk and DSS positions is an advantage
Experience with IT infrastructure area support - DSS, OS Windows (workstations), LAN, Printing Services, etc
Experience with one or more of the following is a plus: Active Directory, Group Policies, SCCM, IIS, scripting, server HW, Linux, Systems
Administration/System Engineer Microsoft certification preferred

Desk Side Support Technician Resume Examples & Samples

Minimum 2 year Technical Degree in a computer related field and/or 2 years of Desk Side troubleshooting experience
Technical hardware and software skills
PC Repair Experience desktops/laptops/tablets
Diagnostic Tools and Application of the tools
Experience in creating, documenting and resolving tickets in a ticketing/incident system
Ability to create knowledgebase documentation
Self-motivated/resourceful/dependable/driven/passionate
Can function independently as well as part of a larger team
Flexible availability – Days/hours
Bachelor’s Degree in a computer related field is a plus
Apple OS and Apple repair experience desktop/laptops/tablets
CompTIA A+ Certified
Active Directory experience
Group Policy experience
LAN/WAN/WAP experience
Understanding of Networking
Data Transfer experience
Smart Phone and other mobile OS experience

Desk Side Support Specialist Resume Examples & Samples

Meet service level expectations, respond to incidents and service requests in a timely and professional manner
Analyze and resolve 2nd level Desktop issues that have not been resolved by the 1st level Service Desk
Configure and deploy systems for new users, end of lease replacements, PC asset move requests and standard IT assets / software
Maintain, configure and support printers, copiers, audio/visual equipment, and other hardware as needed
Escalate service or incident requests to the appropriate IT groups as required
Perform post-resolution follow-ups on all incidents to ensure customer satisfaction
Adhere to established policies and procedures
Provide support and/or informal training to users regarding IT systems and products

Desk Side Support Technician Resume Examples & Samples

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position
Troubleshoot any problems or issues that arise with Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop excluding security patches/updates
Respond to alert notification or escalation of an issue from members of the VACO ITSS team, determining the probable cause of the issue and taking appropriate intervention actions to restore the Windows and Macintosh desktop/laptop to operational status. If the issue indicates a problem beyond the Windows and Macintosh desktop/laptop (electrical or network), the Contractor shall interface with the appropriate support team as identified by the VA to resolve the issue
Support the Mac operating system and various Apple tools and applications
Provide operating system updates for Macintosh desktops/laptops
Provide graphical user interface-level assistance with Mac OS X Server configuration and server administration
Support MAC in Windows XP environment (virtual); also Mac OS, including the Mac OS X Server and Server Essentials
Document any troubleshooting and corrective actions taken to resolve Windows and Macintosh desktop/laptop issues in the Help Desk system
Add virtual desktop client to Office 2007 / Office 2010
Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop as required
Assist with identification and remediation of Windows and Macintosh desktop/ laptop already infected with computer virus
Assist with creation and distribution of "clean-up kits" (including instructions and other user documentation) for Windows and Macintosh remote laptops
Load, configure, and update Virtual Private Network (VPN) and RESCUE software on desktop/laptop as required
Provide lessons learned as input to the evolution of standard processes
Assist with creation of a knowledge base of problem remediation
Disconnect and/or reconnect desktop and peripherals in support of office moves within the Clients Campus
Assist in the creation of IT customer support notices and alerts, both verbal and written, on an as needed basis