Desktop Support Analyst Resume Samples

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D Walsh

Darby

Walsh

166 Schowalter Club

Houston

+1 (555) 235 0948

166 Schowalter Club

Houston

Phone

p +1 (555) 235 0948

Experience Experience

Chicago, IL

Desktop Support Analyst

Chicago, IL

Bode, Bogisich and Wiza

Chicago, IL

Desktop Support Analyst

Own and administer various client management technologies, such as workstation hardware and software management, security, and patch management
Create, test and develop current Workstation images. Test, evaluate, and package software and applications for workstation distribution
Assist Network Team with server and networking support duties
Provides limited, supervised assistance with servers, server applications and network infrastructure
Case Management: Ensuring Incidents and Requests are managed following the ITIL framework
Provides network and desktop technical support to approximately 30 users
Understand and manage to the established desktop policies and standards

Detroit, MI

IT Desktop Support Analyst

Detroit, MI

Buckridge, DuBuque and Grimes

Detroit, MI

IT Desktop Support Analyst

Changes work behavior as instructed by the Austin IT Infrastructure Manager to drive service quality improvements when necessary
Working independently, sharing information and assisting others with work orders
Troubleshooting network connectivity and report problem to network engineers
Confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
Work closely with Global Support Centre to continuously improve/promote L1 resolution
Work on special projects as they arise
Develop training material and procedures, or train users in the proper use of hardware or software

present

New York, NY

Senior Desktop Support Analyst

New York, NY

Durgan, Treutel and Spencer

present

New York, NY

Senior Desktop Support Analyst

present

May manage projects as assigned by the Manager
Assists in web page development for the Intranet and for our third party WebFirst application
Knowledge article creation working with problem management team
Identification and specification of problems, reporting these to problem management team
Management and resolution of end user incidents escalated from the L1 team
Manage support requests through a ticketing system, using clear and detailed communication
Provide support during normal shift hours, occasional Saturday shifts, and periodic on-call hours

Education Education

Bachelor’s Degree in Computer Science

James Madison University

Bachelor’s Degree in Computer Science

Skills Skills

Able to express ideas clearly and convey necessary information. Able to recognize and attend to important details with accuracy and efficiency
A strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures
Ability to broaden knowledge in the functional areas of IT and be proficient in two or more functional areas
Excellent organizational and time management skills with strong attention to detail
Ability to provide excellent customer service. Ability to apply diagnostic techniques for problem troubleshooting
Ability to consistently display and communicate a personable attitude of warmth, friendliness, professionalism and helpfulness
Able to quickly learn new systems and technology. Knowledge and/or expertise in related area of responsibility
Demonstrates good teamwork skills and able to work independently
Excellent technical knowledge of LANs, PC hardware and the Microsoft Windows operating systems
Able to present technical ideas in professional and user-friendly language

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Remote Desktop Support Analyst Resume Examples & Samples

Desk side and Remote support of desktop technology platforms
Software install pushes using remote access tools
Usage of collaboration tools (i.e. Instant Messaging, Outlook, etc.)
Provides effective production support including accurate problem identification, troubleshooting, ticket documentation
Implements a wide range of creative solutions and uses judgment based on deep technical knowledge to determine
3 years of Desktop Support experience within a busy, high volume desktop support environment required
Experience performing remote support required
Extensive experience supporting Microsoft Active Directory (group memberships, shared drives access, policies, etc.),
Proven commercial experience supporting PC's, Laptops, servers and networks required
Strong networking skills, especially with TPC/IP protocols required
Knowledge of security technology, including LDAP, local security, network security, application security required
Strong experience supporting Outlook, & Citrix client configuration required
Experience configuring and supporting remote connection methods (dial-up, cable modem, VPN, IE) required
Proficient with Microsoft Windows 7 and XP required
Proficient with Microsoft desktop applications required
Advanced knowledge of desktop, server, printers, mobile devices (i.e. Blackberry technologies) required

Desktop Support Analyst Resume Examples & Samples

Provide Desk side and Remote technology support
Effective ticket management to meet defined SLAs
Troubleshooting and diagnosing desktop support issues
Utilise collaboration tools such as Instant Messaging, Outlook and knowledge basis
Escalate incidents to required support teams, vendors and team leads
Identify persistent problems, working with wider teams and create documentation
Degree or Technical Diploma
Experience working in a high pressure customer facing environment
Ability to communicate and diagnose issues via the telephone
Excellent interpersonal, written and verbal communications skills at all levels
Team player, strong organizational & time management skills
Excellent knowledge of Windows XP/Windows7/MAC OS
Working knowledge of Microsoft Office products and good experience of Outlook, Excel & PowerPoint
Strong analytical and problem resolution skills
An understanding TPC/IP protocols
Understanding of security technologies, encryption and antivirus
An understanding of VPN and remote connection technologies
Ability to troubleshoot and configure peripheral devices - (Printers, IPad, Blackberry)
Microsoft Office Specialist certifications

Remote Desktop Support Analyst Resume Examples & Samples

3 + years of Desktop Support experience within a busy, high volume desktop support environment required
Advanced knowledge of Virtual Desktop and other virtualization technologies
Experience in supporting Streamed Application will be an added advantage

Desktop Support Analyst Resume Examples & Samples

Work with the team/colleagues collaboratively across the organisation to resolve a variety of technical problems
Be contactable at all times (via mobile / desk phone for urgent requests)
Take ownership of problems from start through to resolution
Work with off shore offices and support teams to provide a consistent platform of applications
Resolve local and international problems in a timely manner (may include after hours conference calls, support or in-building user relocations)
Manage application rollouts for the supported business
Communicate with management on outstanding problems and possible technology issues
Log incoming problems to a global system for tracking and reporting purposes
Assign time to multiple tasks via a time reporting system
Installation/relocation of hardware where required by the business
Maintain “Continuation of Business” site for the business
“Can do” attitude, decisiveness and logical thinker
Attention to detail. Able to appreciate the user’s point of view
Excellent technical knowledge of LANs, PC hardware and the Microsoft Windows operating systems
Excellent technical knowledge of the Microsoft Office products
Experience in the Finance industry

Desktop Support Analyst Resume Examples & Samples

Effective incident management to meet defined SLAs
Utilise collaboration tools such as Instant Messaging, Outlook and knowledge base
Communicate with clients and follow-up on all open and pending incidents
Look for service improvement and incident reduction opportunities
Ensure controls and policies are adhered to at all times
Maintain a clean and resilient operating environment
Excellent knowledge of Windows7/MAC OS with the ability to carry out root cause analysis using logs and reporting tools
Experience in analysing and manipulating data
An understanding of network technologies for Mobile, wired and wireless connectivity
Exposure to Microsoft SharePoint Administration
Advance Excel skills on pivot tables, vlookup and presenting data
Financial Sector experience

Gtis-it Ba-desktop Support Analyst Resume Examples & Samples

Provide desk-side 2nd line support, resolved via phone, remote control or at the customers desk location
Investigate, diagnose and resolve incidents and problems (following the ITIL framework)
Liaise with 3rd line Engineering teams to ensure resolution of complex IT issues, to ensure delivery of service to the business
Provide a high level of customer service when working in a pressurised environment
Provide advice, guidance and training to customers and colleagues
Act as a resource for project work (from evaluation to implementation)
Carry out the co-ordination and implementation of various application, OS build and patch deployments and subsequent remediation activity
Technically assess IT RFC’s that can affect the working desktop environment (Change Management process)
Act as a crucial resource in crisis management tests
Proactively market and promote standard desktop products
Constantly seek to be more efficient in order to improve our services and assist to reduce costs

Desktop Support Analyst Resume Examples & Samples

3+ years of Technical Support experience working in a financial institution or within a dynamic, fast paced environment
Bachelor's Degree in related field
Strong, well rounded technical support experience in high pressure environments
Working knowledge of Windows 7 / XP Operating systems
Experience with Office 2010, 2007, 2003 including custom built excel add-in support
Experience with Desktop Anti virus products and Hardware products and support
Excellent communications skills (written and verbal)
Experience with Market Data experience in particular Bloomberg
Networking technologies experience

IT Desktop Support Analyst Resume Examples & Samples

Deskside and remote investigation, resolution and escalation of all Incidents affecting the users' desktop
Ability to diagnose and resolve software issues including Market Data Applications
Liaise with the London Manager and infrastructure teams whenever operational issues and problems are detected
Work closely with Global Support Centre to continuously improve/promote L1 resolution
Control tasks including support of Disaster Recovery and powerdown events
Support the maintenance of a fully controlled environment in accordance with Audit, SOX and MICOS standards
Small Projects or Stretch Assignments relating to Desktop Support roles and responsibilities
Client Relationship skills and support of our wider user base including escalation management
Potential involvement in supporting Events from a technical perspective and rotating through various Business lines from a technical support perspective to broaden technical ability and client support model
Limited weekend work supporting the London client base and regular weekend events
As a senior member of the team there is an expectation around leading by example with the right behaviours and a need to support and grow younger and more junior members of the team

Desktop Support Analyst Resume Examples & Samples

Is part of the forward deploy team responsible for providing two or more shifts, onsite helpdesk and first line technical support for front and back office, and related user groups for all technologies, including network/Internet connectivity, application and infrastructure issues
May be assigned responsibilities to procure, implement and support desktop technologies which may be unique to the trading environment. Support includes setup, configuration of desktop hardware and standard suite of software
Is part of the forward deploy team to plan and execute move/add/changes, e.g. shuffling of traders on the trading floor
Achieves necessary application and infrastructure releases, testing, support, and documentation according to industrial best practices and the Bank’s standardized processes (e.g. CMMI and ITIL)
Is responsible for the triage of daily production problems to appropriate application and infrastructure support groups, depending on nature of the issues
Is responsible for basic operational processes and verification including desktop hardware and operating systems (e.g. MS Windows) and standard suite of software (e.g. MS Office) patches
Provides ongoing 24/7 on-call support of supported system and services
Contributes to the development of the Bank’s governance guidelines and processes (e.g. ITIL, CMMI, ISO 9000)
Is responsible for providing problem analysis and resolution information required for post-mortem exercises
Adheres to corporate policies and best practices to ensure internal and external audit and regulatory compliance in the areas of security, control and standards
Contributes to BMO Financial Group’s overall business results by making recommendations that significantly improve operational efficiency and effectiveness
Possesses a university degree/college diploma in applied technologies or equivalent business experience, and/or 1 to 3 years’ experience in helpdesk, desktop and first line application support experience or similar forward deploy capacity, preferably in the trading environment
Demonstrates basic knowledge of desktop hardware and software and related technologies (e.g. MS Windows, Citrix, blade PC technology and desktop virtualization)
Demonstrates basic knowledge and exposure in technological areas of networking, Internet, various flavors of UNIX, database and security
Retains experience in various capital markets trading extranet (e.g. CanDeal)
Demonstrates some knowledge and experience in various industrial best practices and standards, e.g. ITIL incident, problem and configuration management
Possesses good communication and interpersonal skills
Displays basic problem solving and analytical skills
Illustrates customer service skills
Demonstrates good teamwork skills and able to work independently
Is self-motivated, goal-oriented, customer-service oriented and able to manage change

Desktop Support Analyst, Wired Resume Examples & Samples

Facilitates helpdesk requests and fields inquiries/problems and provides updates to users on progress and completion of requests
Responsible for providing desktop support for computers and software through direct contact with the clients at all levels
Responsible for logging calls, keeping track of projects, and keeping management up to date with all issues. Enforce company procedures and standards
Troubleshoot and resolve software issues for Windows 8/7 and Mac OS X operating systems
Installs, repairs and configures desktops, laptops, peripherals, and other end user equipment including, smart phones, tablets
Actively seeks out and supports collaborative thinking and problem solving with others in the organization
Able to identify, research, and resolve technical problems for remote locations
Required Skills and Knowledge
At least 2-4 years of experience providing helpdesk/desktop support
Excellent interpersonal skills with the ability to communicate with technical and non-technical contacts
Ability to work in a fast paced corporate environment
Candidate must have proven experience with Windows 7, Mac OS X, MS Office Suite, Mobile devices, iOS, Android OS
Be familiar with the following applications: Adobe design suites (InCopy, InDesign, Photoshop, Illustrator, Acrobat)
Familiarity with Video Conferencing tools and Video Conferencing/Audio Visual tools and equipment
Knowledge of the Adobe Creative Suite and Publishing System (K4)
Basic knowledge of networking as it pertains to all aspects of desktop support: TCP/IP, DNS, DHCP, Wireless configuration (802.11x)
Ability to work as a team player in a small but highly effective team
Must be able to manage time effectively, be motivated, reliable, and a self-starter
MAC experience a MUST

Junior Desktop Support Analyst Resume Examples & Samples

Set up and maintain computers within a Windows XP/7 and TCP/IP network
Perform computer administration including operating system upgrades and the installation and support of MS Office and other business software packages
Install, maintain and upgrade computers and peripherals as required
Diagnose computer hardware and network problems
Work with senior colleagues to resolve advanced user requests as needed
Respond to user support requests on software and hardware problems
Provide feedback to team on methods to improve client satisfaction
Degree or equivalent qualification in IT or a related technical field
Experience working in a networked computer environment
Proven knowledge of PC hardware, software and networks
Must be self-motivated with the ability to efficiently organise multiple concurrent tasks
Excellent verbal communication and customer service skills
Enthusiasm and the ability to work well in a team environment

IT Desktop Support Analyst Resume Examples & Samples

Deskside and remote investigation, resolution and escalation of all Incidents affecting the users' desktop across the London campus
Ability to diagnose and resolve software issues including Market Data Applications and MACs both desk-side and using remote technologies and solutions
Liaise with the London Manager and infrastructure teams whenever operational issues and problems are detected and supporting the management and oversight of Major Incidents
Work closely with Global Support Centre to continuously improve/promote L1 resolution and liaise with third-level support groups when additional support/advice/escalation as required
Support all ITIL processes, in particular the Incident and Problem processes and manage control tasks including support of Disaster Recovery and Powerdown Events which might including limited weekend work
Project Management - know-how and experience in leadership of both IT and Client Events; also skills to enable you to lead a project (scoping, activity planning, planning, estimation, scheduling, monitor and control and team management) (e.g. supporting deployment of new software and/or the planning and management of a flagship IT or Client Event)
Client Relationship skills - ability to manage client requests and escalations, showcase products, support and schedule upgrades and deployments, negotiate decommissions and implement necessary changes etc
Staff Development - as a senior member of the team there is an expectation around leading by example with the right behaviours, supporting and growing younger and more junior members of the team
Continuous Improvement – taking the lead to drive global practices and show examples of client and team improvements by way of process, scripting, automation and bringing new ideas and processes
Involvement in supporting client based Events from a technical perspective (onsite and off) and rotating your technical support skills through different Business area to broaden your ability and product knowledge (e.g. Tradefloor and Investment Banking)
Support the maintenance of a fully controlled environment in accordance with Audit, SOX and MICOS standards (adhering to controls and supporting projects that are Audit or Legal aligned)

IT Desktop Support Analyst Resume Examples & Samples

Know-how and experience of supporting both IT and Client Events technically
Managing client requests and escalations, showcasing products, supporting decommissions and deployments of products etc
A keen aptitude to learn and develop into a strong Desktop Support Analyst possessing the correct client behaviours and competencies
Taking the lead to develop global practises and show examples of client and team improvements by way of process, scripting, automation and bringing new ideas and processes
Support the maintenance of a fully controlled environment in accordance with Audit, SOX and MICOS standards (adhering to controls and supporting tasks that are Audit or Legal aligned)

Mac Desktop Support Analyst Resume Examples & Samples

Providing shift cover from Monday to Friday 8:30 am – 5:30 pm. The nature of the business means there can be times throughout the year when alternate hours or weekend work is required
Minimum 3 years experience in desktop support
Minimum 1- 3 years experience with Active Directory required
Minimum 1- 3 years experience with Outlook troubleshooting required
Network Connectivity awareness; TCPIP IPX/SPX and Firewalls
MS Office 2007/2010 +, (Access and Project also desirable)
Remote Assistance (RA) and Remote Desktop Connection (RDC) and Remote VPN Connection
Internet Browsers (IE Primary)
Clear and precise requests updates and feedback to other team members
Apple MAC experience preferred
Prior staff management or team lead experience a plus

Desktop Support Analyst Resume Examples & Samples

Candidates must have in depth knowledge of the Windows OS
Strong in PC hardware troubleshooting/repair (preferably on the Dell PC platform)
Ability to manage user accounts, group, OUs through Microsoft Active Directory
Understanding of enterprise security remediation and patch management
Ability to troubleshoot Printing issues on client and server
Experience with ShoreTel VoIP desk phones for move add and changes
Experience with Imaging solutions (creating, restoring for both PC and Mac’s)

Desktop Support Analyst Resume Examples & Samples

1+ year of work experience with a Bachelor’s Degree related to Computer Science or Information Systems; or, 4+ years of related work experience with a High School Diploma or GED
Exceptional experience in support and troubleshooting in a Desktop Support environment
Knowledge of local area networking, copper and fiber wiring and network switches and routers
General understanding of wireless technology and mobile computing devices

Desktop Support Analyst Resume Examples & Samples

Provide Executive Level II IT support to Global Brands Group business channels on standard Global Brands Group desktop hardware and software, telephony and mobility solutions
Interpret, analyze, research and resolve complex to moderately complex incidents and determine the appropriate solution
Configure and deploy standard Global Brands Group desktop hardware and software, telephony and mobility solutions
Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution
Accurately and thoroughly document all incidents in the service management system
Follow-up and follow through with the customer and IT support groups as required to move incidents to a quick resolution
Engage in project-related work appropriate for technical knowledge and competency
Serve as subject matter expert for assigned topics and technology, and lead knowledge transfer and knowledge sharing meetings
Actively participate in support readiness by serving as subject matter expert for assigned topics and technology
Lead knowledge transfer and knowledge sharing meetings
Create and maintain knowledge documents
Participate in new analyst training as required
Providing Level I/Level II technical support in an IT Service Desk/help desk environment
Apple Certified Support Professional certification required
Desktop operating systems (Windows and Mac), Cisco telephony, BlackBerry mobility, Active Directory, Microsoft Office, Active Directory, Adobe Creative Suite, Citrix
Excellent customer service skills/ telephone etiquette
Strong problem solving and decision making skills
Ability to build and develop positive client relationships
Ability to effectively convey complex information to all audiences
Ability to maintain composure and diffuse difficult situations
Ability to work independently and as part of a team environment
High level of enthusiasm, motivation, sense of urgency and personal initiative
Ability and willingness to work a flexible schedule, including weekends and holidays
Ability to lift and carry 40 lbs. without difficulty or injury
Bachelor’s degree required or relevant work experience

Desktop Support Analyst Resume Examples & Samples

Service Desk and Desk Side client support
Windows desktop support
Ensuring desktop operating systems and applications are patched to current levels
Centralized antivirus / malware solution is closely monitored; Remediating / containing any malware or virus incidents within desktop environment
Voice, telephony, video conferencing support
ITIL / infrastructure process, standards and documentation
Email / exchange / active directory
VPN / remote connectivity
Incident management and documentation
IT projects as required
Ensure required high availability of all corporate IT assets
Ensure existing infrastructure supports organizational business requirements
Drive continuous improvement and best practice administration and support of key assigned corporate IT Service Desk areas and other assignments as required
Ensure formal SLA’s that meet business requirements are adhered to
Participate in on-call rotation
Ensure incident response and management protocols and process are effectively and consistently followed
Act as level I / II support for incidents and business impacting client issues; Act as backup at times for other team members
Ensure high quality on time completion of all support services and verbal commitments; Provide effective oral and written status updates and presentations
Ensure support tickets are closed in a timely manner and appropriate resolutions are documented within the incident ticket
Ensure effective ITIL infrastructure process and policies are adhered to
Ensure security measures, systems, controls and policies to protect corporate assets, systems and intellectual property are adhered to
Ensure effective and accurate IT asset tracking and management
Ensure effective and accurate tracking and logging of support related issues
Provide effective desktop and helpdesk support across the scope of the role
Proactively identify and effectively communicate and package systemic IT related issues and problems requiring root cause analysis and solution development
Create descriptive and professional user software and other installation documentation which is end user friendly, intelligible and well packaged
Create and update application and system runbooks
Ensure new hire onboarding is executed flawlessly with no follow-up support issues
Degree or diploma in a related Infrastructure / IT area or discipline or equivalent experience
Minimum 2 years of experience as a successful IT Support Specialist in high performing corporate infrastructure environments
In-depth experience with broad scope of IT support domain areas and technologies
A highly effective hands-on practitioner with clear track record of successful delivery
Proven ability to troubleshoot, identify and remediate issues in an effective timely manner
ITIL, MCP, A+, N+ certified
Experience in a manufacturing environment would be an asset
Ability to work staggered shifts is required
Windows 7 / 2008 / 2012
TIL Service Desk & Change Management
LANDesk or similar Service Management tool

Desktop Support Analyst Resume Examples & Samples

Responsible for the support of US Capital Markets businesses. Responds quickly to all reported computing issues that affect a users’ ability to complete his/her work. Specifically
Takes ownership of problems & work orders and see them through to completion
Provides troubleshooting and resolve the problem or refer it to the appropriate department. Escalate to the Manager of Desktop Services when a problem cannot be resolved or another department is not providing quick support/resolution
Follows-up with users on a regular basis until he/she is satisfied that the problem is resolved
Follows ticket recording and escalation procedures to ensure fast and effective handling and reporting of problem situations
Supports all moves/adds/changes at the desktop level including install of standard desktop hardware, software, peripherals and printers
Records all changes to user hardware in the Asset Inventory Management System
Uses remote system tools to facilitate resolution of problems and completion of work orders
Performs initial analysis of integration issues for platform and operating systems
Ensures desktops at BCP (Backup Continuity Site) reflect production desktops
Participates in shift rotations to accommodate early start times and late finish times on the trade floors
May be asked to provide on-call support for applications related to a specific line of business
Follows the Executive Support process mandated in the Executive Support Model

Trainee Desktop Support Analyst Resume Examples & Samples

Ideally a school or college leaver with a computing qualification (desirable)
Working knowledge of PC’s, applications, printers, hardware/software generally (essential)
Windows OS – XP/W7, Linux, Unix, IOS (desirable)
Email, MS Office applications (desirable)
Mobile technologies – BlackBerrys, smartphones, tablets (desirable)
Conversant with network architecture e.g. TCPIP (desirable)
Knowledge of Service Desk toolset systems (desirable)
Working within agreed parameters and under instruction (essential)
Excellent communication skills, written and oral (essential)
Japanese speaking (desirable]
The ability to communicate with and relate effectively to users and IT staff in a pressured environment (essential)
The ability to work as part of a team (essential]
Knowledge and experience of working to targets (desirable)
Knowledge of quality, governance and financial markets audit standards (desirable)
Knowledge of formal project management methodologies (desirable)
Self starting, able to motivate others but equally able to take instruction and perform to agreed levels and metrics
Candidates will be expected to work on a shift basis which consists of 7am – 3pm, 9am – 5pm or 10am to 6pm shift pattern (with lunch break) unless by specific arrangement as part of a non BAU support project team or bespoke task/activity in which case the relevant hours would be confirmed and agreed with the team leader
Weekends and out of hours working will be required from time to time - this is coordinated and agreed by the desktop team leader
Must be willing to work overseas at any Mizuho business location if required and assuming all predetermined travel and corporate working elements are taken into consideration

Desktop Support Analyst Resume Examples & Samples

Market Data Applications: Bloomberg, Thomson Reuters, and other CM and GAM specific trading applications
Systems tools including SMS, MSI
Windows 7, XP, Server 2003. 2008, 2012
Microsoft Office Suite 2003, 2007, 2010, 2013
Hardware and software (desktops, laptops, printers)
Teamwork and co-operation
Ability to Work in High Pressure Situations
Ability to work with Clients in remote locations
Problem identification and resolution skills
Customer Service Ability
Conflicts and issues resolution and escalation
Multitasking Abilities
LI-AC

International Desktop Support Analyst Resume Examples & Samples

Provide support for Desktop systems & technologies (including Apple Mac systems) to office-based users, remote users and store systems across UK-EMEA to ensure consistency and quality with the handling, recording and tracking of all customer issues, requests and enquiries
Support business use of Video Conferencing equipment and other International Infrastructure teams with server, networks, operations (e.g. daily change of server backup tapes) and or telephony assistance, as required
Maintain documentation for processes and procedures for operational UK-EMEA use and collaborate with Desktop teams in other Zones to share best practices, expertise, solutions and operating processes, where applicable
Provide Desktop support for all Apple Mac based systems and software, including Adobe Creative Suite. Provide support and guidance on Apple Mac systems to IT collegues in Zones
Resolve all Desktop (including Apple Mac) issues and either bring them to conclusion or escalate them, as appropriate, to the relevant supplier
Maintain effective woking relationships across all peer International and Zone IT teams
Take Help Desk calls from business users, as required, and provide support activities to minimise business disruption
Extensive experience of Desktop systems, including Windows XP, Windows7, and Symantec Anti-Virus
Woking knowledge of Microsoft SCCM (or SMS) including software deployments and build creation
Extensive experience in supporting an Apple Mac environmentas well as Adobe Creative Suite software
Ability to maintain and diagnose issues with PC technologies, peripherals, applications and networks with minimum supervision
Good understanding of Microsoft Office applications
Demonstrable experience of mobile telephony technologies such as BES, Blackberry, Smartphones and iPhones and other Mobile Device Management solutions
Demonstrable experience of providing high profile VIP support
Sound understanding of Hardware break ix
Good understanding of Active Directory and Group policies
Good knowledge of an Incident Management systems
Sound understanding of ITIL and IT Service Management
Demonstrable experience of managing vendors and third party service providers
MCDST or MCSE qualification ideal
Manages complexity
Interacts effectively
Drives customer connection

Remote Desktop Support Analyst Resume Examples & Samples

Proven commercial experience supporting PC's, Laptops, VDI, servers and networks
Advanced knowledge of Virtual Desktop and other virtualization technologies. Experience in supporting Streamed Application will be an added advantage
Advanced knowledge of desktop, server, printers, peripheral devices (i.e. Blackberry, iOS or Android technologies), client and connectivity technologies required
Strong customer service, analytical, and problem resolution skills required
Professional Certification in a defined best practice methodology (ITIL, MOF, HDI, Six Sigma) preferred

Desktop Support Analyst Resume Examples & Samples

Professional with experience in technical computer knowledge
A+, MCSC and like certifications would be of benefit
Business line(s)’ business and technical disciplines
Windows XP /Windows 7
Microsoft Office Suite(2003/2010)
IT Hardware and software (desktops, laptops, printers)
RSA
BES5 and BES10
Developing others

Lead Desktop Support Analyst Resume Examples & Samples

Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function
Participate in hardware and software reviews and recommend purchases
Works with the other Infrastructure departments, including Networking, Security, Server Administration and Telecommunications, to implement business requirements and debug issues, acting as the liaison for the business unit
Implement personal computing solutions to meet business needs by recommending, acquiring, and installing appropriate hardware and software in accordance with established corporate standards, policies, budgetary guidelines and desktop strategies
Plans and coordinates deployments of new equipment, hardware and software upgrades, and leads the desktop services team in the execution of such. Prepares summary reports on desktop activities and coordinates projects in conjunction with Infrastructure managers
Maintains a strong customer service focus and ensure end user satisfaction with equipment and infrastructure, by maintaining close contact with employees and receiving regular feedback
Knowledge of the publishing field is beneficial
Minimum of 5-years’ experience providing technical support for Apple and Microsoft Windows systems in a Windows server environment with at least 1 year in a lead role
Experience supporting iPhone/iPad, Android and Windows devices
Knowledge of Adobe Creative Cloud a plus
Previous supervisory or leadership experience preferred
Must be a good people person and able to work with all levels of management, as well as other members of Information Technology
Must be able to effectively manage multiple priorities and tasks within pre-defined time frames, as well as manage small-scale projects, as required
Must be able to guide and lead others in a team environment

Desktop Support Analyst Resume Examples & Samples

Provide L2 and L3 support for installed personal computer technology by identifying and resolving problems within service level standards, which includes prioritizing issues and communicating fixes to users or management when necessary
Install and support PC/MAC, desktop, laptop, tablet and mobile hardware and software
Analyze and make recommendations for hardware and software standardization
Ensure desktop computers interconnect seamlessly with diverse systems including file servers, email servers, computer conferencing systems, application servers and administrative systems
Provide technical support for top level executives within the company. Coordinates with Executive Assistants for routine support as well as support for Executive offsite meetings and remote computer installations. Responds promptly and with appropriate urgency and professionalism to issues raised by Executives or their assistants
Participate in department wide projects that impact their business units or affects decisions on corporate standards, taking direction from the project leader, completing assigned tasks on time and providing timely feedback
Maintain an up-to-date knowledge of desktop and mobile computing technology, applicable software tools and networking technologies used. Pursues personal development activities to expand knowledge of these technologies and to provide a high level of service to the user community
Provide updates on tasks and project to management in a timely manner. Provides assistance to other team members as needed. Completes required administrative functions in a timely manner
Minimum of 3-years’ experience providing technical support for Apple and Microsoft Windows systems in a Windows server environment
Expertise supporting Windows 7, OS X 10.7 and newer, Microsoft Office 2007-16 suite
Previous experience working in or supporting a publishing environment is beneficial
Must be able to demonstrate strong customer service skills

Desktop Support Analyst Resume Examples & Samples

1+ year of related work experience with a Bachelor’s Degree in Computer Science and/or Information Systems; or, 4+ years of related work experience experience with a High School Diploma / G.E.D
Excellent experience in support and troubleshooting in a Desktop Support environment
General understanding of Wireless Technology and Mobile computing devices
Solid analytical and problem solving skills

Desktop Support Analyst Resume Examples & Samples

Take responsibility for calls assigned to 2nd line queue in the first instance or directly to you
Manage calls with 3rd party suppliers where necessary and manage progress of these calls through to closure
Monitor progress of call resolution within the SLA
Escalate calls where necessary to the Desktop support manager. Report on status of outstanding calls
Provide support for desktops, laptops, MACs, printers, mobile devices including phone and tablets, peripherals and other hardware support where necessary, or escalate to 3rd party hardware support
Provide documentation when changes occur, bug fixes found or new items introduced into the environment
Any other tasks or projects assigned by the Desktop support manager
2 years hands-on experience of Microsoft desktop environments
Exposure to
Call Management Systems
MAC OS X
Ability to communicate effectively with members of the support team, customers and 3rd parties
Well presented
Ability to manage multiple tasks at the same time
Positive and adaptable attitude

Desktop Support Analyst Resume Examples & Samples

2-7 years of related IT experience
Customer service-oriented
Desktop software installation and hardware deployment experience
Technical support experience with Windows 7 and/or above, Windows 2008/2012 server installation
Troubleshooting office productivity software knowledge
Experience with RMA process for hardware
Tech support experience with mobile devices $
Experience with Mac OS
Familiarity with software packaging
Server software installation
Datacenter experience
Operational experience with email, IM, phones, videoconferencing, DNS, DHCP, and VPN

Desktop Support Analyst Resume Examples & Samples

You will maintain relationships with Help Desk colleagues in branch and hub locations
You will interact with local users and JPMorgan core teams
You will provide desktop support to the user community - responsible for ensuring all user issues & queries are dealt with on a timely basis (mostly in English)
You will perform daily/weekly/monthly housekeeping maintenance health checks and verify backups
You will help implement, maintain and support the varied IT infrastructure
You will participate to the maintenance housekeeping tasks – this involves occasional weekend work
You will provide on-call support on a rota basis
You will document and maintain the integrity of support procedures
You will monitor systems utilisation & performance and be in charge of capacity planning
You will resolve routine operational problems and seeks advice in resolving systems error conditions and reports deviations or malfunctions to management
You will be expected to adhere to the strict JPMorgan Change Management procedures within the environment
You will be responsible for technology Hardware and Software inventory
You will coordinate the roll-out of user application

Desktop Support Analyst Resume Examples & Samples

In depth desktop support experience - Windows 7/8
Experience of using, configuring and troubleshooting Mac desktops and laptops
Strong experience providing Mac IT support
Installing and supporting Printers – HP, Ricoh, Xerox and Fiery Printers
Mentor junior peers in order to augment skills at first line technical support

Desktop Support Analyst Resume Examples & Samples

First point of contact for all user incidents and requests
Log and track support tickets in ticket tracking system
Provide desk side support to end users on site, or remotely via phone or email
Resolve incidents and support requests independently as much as possible
Route remaining incidents and support requests to the European second-level support team as necessary, and implement resolutions as instructed
Install and configure user workstations, VoIP phones, mobile devices, printers and network devices (as per instructions from second-level team)
User Administration - Manage New & Leaving employee requests: Creation of AD an Email account and VOIP profile; Grant user permissions
Create and maintain end-user how-to guides and system documentation on Sharepoint
Provide end-user training when required
Provide adequate support to senior internal clients (VIPs)

Desktop Support Analyst Resume Examples & Samples

2+ years of previous experience with Desktop software installation and hardware deployment
Tech support experience with mobile devices
Experience with server software installation
Operational experience with email, IM, phones, videoconferencing, DNS, DHCP, VPN

Desktop Support Analyst Resume Examples & Samples

(Technology Essential)
MS Office Professional (All Flavours)
XP/ Vista/ Windows 7 Desktop O/s
MS Outlook / Exchange
Good Understanding of TCP/IP/DHCP/DNS Networks
Blackberry Devices, BES (Blackberry Enterprise Server)
Apps (GOOD, Airwatch, GOOD Connect)
High level of technical ability, investigation and problem solving
Ability to work across functions and reporting lines to drive and achieve results
Citigroup Specific Skills: HP OVCM and Windows Batch File Scripts
Market Data ( Reuters, Bloomberg, etc...) experience
Trading applications, such as MMI, Market View, Trading Technologies
Helpdesk / Call Management system
Trade floor / Investment Banking Support Experience
Citrix Environment
VDI (Virtual Desktop Infrastructure)

Desktop Support Analyst Resume Examples & Samples

Telecom set up
New equipment set up
Have broad expertise in computer software applications, desktop systems and networks
Acts as the local point of contact for the assigned site(s) for all End User IT matters
Under minimal supervision, provide IS level two technical support to the end user community
Troubleshoots and resolves hardware, software and user problems as they arise
Manages incidents (tickets) once assigned
Accountability:Able to take responsibility for all work activities and personal actions
Attention to Communication:The ability to ensure that information is passed on to others who should be kept informed
Customer Orientation:The ability to demonstrate concern for satisfying one’s external and/or internal customers
Establish Focus:The ability to develop and communicate goals in the support of the business’ mission
Flexibility:Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things
Written Communication :The ability to express oneself clearly in business writing

Desktop Support Analyst Resume Examples & Samples

Monitor and support software, operation systems and hardware technology
Participate in the execution of assigned projects
Troubleshoot, resolve and document issues and provide recommendations for resolution
1 year related experience
Proficient use of applicable technology
Ability to execute technical instructions and guidelines
Ability to document daily activities and system functions
Able to work in a team environment or independently
Ability to travel as required by business and on-call availability
Proficient use and support of Microsoft Operating Systems (Windows 7, Windows 10)
Proficient use and support of Microsoft Office applications (Word, Excel, etc.)
Proficient use and support of both physical and virtual desktop environments (VMware Horizon, Citrix)
Experience supporting a VOIP phone system (ShoreTel) not required, but a plus
Experience supporting Microsoft SQL Server client-server based applications not required, but a plus

Desktop Support Analyst Resume Examples & Samples

3-5 years of experience in PC and desktop/end-user support
Strong working knowledge of MS Windows and MS Office support and troubleshooting
Strong Blackberry and PDA troubleshooting skills
Broad range of troubleshooting knowledge of common office applications and printers and copiers
Basic networking knowledge and concepts
Experience with asset management systems and procedures
Experience with videoconferencing, audio/video, phone work, and cabling

Windows Desktop Support Analyst Resume Examples & Samples

Respond to and process requests for support from the Service desk, or directly from clients
Ensure that a user experiences minimal disruption by quickly resolving technology problems
Act as an agent to perpetuate CTO EUP goals and objectives

Senior Desktop Support Analyst Resume Examples & Samples

Respond to user trouble tickets via email, phone or in person
Maintain physical cleanliness of IT equipment and cabling
Install, update, and repair systems hardware and software
Troubleshoot and resolve networking problems with desktop, phone, and mobile LAN/WAN issues
Complete daily maintenance and health check task
Follow up with end users on completed trouble tickets
Provide executive summaries of common issues, user feedback and/or needs
Maintain run book for updates to licenses, contact information and emergency procedures
Train users on corporate policies and procedures for company enterprise productivity tools
Create and update documentation

Desktop Support Analyst Resume Examples & Samples

Windows 7 skills and troubleshooting experience
Able to function in a dynamic environment subject to impromptu changes in schedules and priorities
MAC knowledge and experience a plus
Knowledge of SLA’s and use of a call logging system Remedy/Servicenow

Desktop Support Analyst Resume Examples & Samples

Ensure all cases (incident and requests), linked to his/her scope of activity (Desktop, Infra, Business apps,..) are managed at agreed service level
Perform daily system health check
Responsible for Infrastructures Services within his/her perimeter (Lan, Wan, Server, TOIP, Printings services, etc..)
Prioritise the work tasks according to IT SLA and Business needs
Manage complex cases until they are resolved
Support the continuous optimization of business processes and act with anticipation ? Be part of the project delivery
Give advice and develop training on Computer / Office tools to End Users when required
Organise regular meetings with key contacts to collect business needs
Manage IT orders within his/her area
Maintain adequate and accurate documentation on procedures, standards, desktop and server equipment inventory, etc Security. a. Responsible to follow the company guidelines / regulations to ensure company data is held in a secure manner, including electronic access or in written format. b. any security issues or potential security breaches must be raised with his or her manager to ensure any potential issues can be secured
Financial responsibility (e.g. budgets, turnover, targets)
Follow the budgeting rules for the company including o managing personal expense
Controlling company budgets (where you have budgetary responsibilities) to meet pre agreed forecasts. Constantly striving to optimise cost of contracts and services to benefit of the company Direct Reports (by job title)
Company Regional End Users
IT Technology teams External
Third party suppliers
Local language and English speaking is required Experience
A minimum of 8 years IT working experience in desktop support, windows server administration, preferably within an Asset Management firm Knowledge and Skills
Desktop environment skills and office IT tools
Understanding of IT technology
Ability to work with people in a collegial manner
To have a good overall comprehension of financial activities and Asset Management Competencies Personal Competencies Client focussed
To deliver added value to the Business by making improvements or suggestions
Demonstrates commitment to their job
Think laterally to solve problems
To be able to manage their time Communication competencies
To have excellent communication skills, spoken & written Team Working/Positive attitude
Demonstrate excellent team spirit and positive behaviour
To see changes as an opportunity rather than a constraint
Proactive mindset, and able to work under pressure IT Competencies
Uses extensive experience to solve complex technical issues
Rapidly understand complex data, business issues and processes Technical Skill/Excellent working knowledge of
Microsoft environment (operating system, server, AD, SCCM…)
Office Application
Exchange/Outlook mail system
Desktop - Hardware and configuration
Printing - Hardware and configuration
LAN / WAN technology ?
Smart Phone
TOIP

Desktop Support Analyst Resume Examples & Samples

Deliver quality customer service to company employees by providing them with a single point of contact to report problems or make inquiries
Provide phone support for all employees regarding computers, data/voice communications, hardware and software
Support backup procedures and perform initial computer configuration
Support all equipment fulfillment processes needed due to company growth
Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error
Determine whether problem is caused by hardware such as modern, printer, cables, or telephone
Respond to all Help desk calls in timely and professional manner
Develop and maintain a thorough working knowledge of applications, computer hardware, operating systems, and on-line services
Ensure problem resolution with action plan and follow up
Apprise management of unresolved issues
Ability to work as part of a team environment
Bachelor's Degree required or relevant work experience

Desktop Support Analyst Resume Examples & Samples

Co-ordination of issues with field operations support technicians
Ability to trend problems, drive Root Cause and remediation with lateral teams
User education and training (where required)
Incident escalation
Thorough understanding of network connectivity and latency impact

Desktop Support Analyst Resume Examples & Samples

2-4 years of experience configuring, installing, troubleshooting and repairing printers, PC and laptops
Ability to provide technical support to computer users both on the telephone and face-to-face when necessary
Ability to broaden knowledge in the functional areas of IT and be proficient in two or more functional areas
Ability to manage a work queue in a ticketing system
Strong telephone presence

Desktop Support Analyst Resume Examples & Samples

Bachelor’s Degree in Computer Science or Information Systems with a minimum of 1 year of work experience in related fields, or a High School Diploma/.ED with a minimum of 4 years of work experience
Strong analytical, oral and written communication skills
Ability to learn new technology

Desktop Support Analyst Resume Examples & Samples

Ability to converse and communicate appropriately with all levels of the organization
Ability to maintain professional behavior
Strong Customer Service Skills including written and verbal communications
Records, tracks, escalates and updates events through established systems
Proficient with computers (Hardware and Software) including network configuration
Strong Microsoft Office Skills (Outlook, Word, and Excel)
Deploy & Update Anti-Virus Software

Desktop Support Analyst Resume Examples & Samples

Build, configure, install and maintain both standard and non-standard hardware and software
To configure and solve issues on a selection of mobile devices including Android, Blackberry and IOS
The Successful IT Support Analyst will have experience of working in a customer facing role either face to face or over the phone
Identify and escalate critical issues to other internal/external teams when required
Undertake a wide variety of support calls and provide an efficient support service to all customers, ensuring all targets are met including focusing on priority calls
Respond in a courteous and timely manner to office based staff and remote users
Communicate effectively within the Service Desk team and across all other internal departments to ensure the effective escalation and resolution of customer problems
Provide additional out of hours support as required and assist in office moves
Maintain active directory assets ensuring policies are adhered to
Ensure data protection is maintained to legal obligations and to ensure data security is upheld according to corporate guidance and regulations
Liaise with 3rd party suppliers and support desks as necessary

Senior Desktop Support Analyst Resume Examples & Samples

Management and resolution of end user incidents escalated from the L1 team
Management and resolution of end user incidents from UAT users
Management and escalation of infrastructure events/alerts to respective teams including the Level 3 team
Major incident management following the standard Client process
Infrastructure health monitoring via monitoring and management systems
Daily reporting to Global Level 2 & 3 team of the infrastructure health / events
Identification and specification of problems, reporting these to problem management team
Problem analysis and resolution
Knowledge article creation working with problem management team
Follow company standards and procedures including security and change control
Collaboration with Level 3 team on problem management, escalation and major incidents
Reviewing new run books for Level 2 provided via Level 3 team
Monitoring the IT infrastructure, assisting with articulating technical requirements, monitoring the effectiveness of existing IT framework, and making recommendations for improvements
Establish controls to support information systems policies/procedures and oversee their implementation
Responsible for responding to and resolving information system incidents, to include coordination, root cause analysis, and other problem solving activities
Minimum of 5+ years of Desktop Support experience within a busy, high volume virtual support environment required
Extensive experience supporting Windows desktop in a Virtual Desktop Infrastructure environment
Extensive and demonstrable experience supporting Citrix XenDesktop environment
Expert understanding of Windows Server infrastructure
Advanced knowledge in the areas of firewalls, encryption techniques, Single Sign On, TCP/IP and network administration/protocols. Demonstrates the ability to learn new technologies quickly in a self-driven manner along with strong analytical, planning, problem-solving and decision-making skills
Advanced knowledge of desktops, servers, printers, peripheral devices (i.e. Blackberry, iOS or Android technologies), client and connectivity technologies required
Experience developing/maintaining Sharepoint sites preferred
Extensive experience supporting Microsoft Active Directory (group memberships, shared drives access, policies, etc.), and Microsoft desktop applications (MS Office Suite, Outlook, MS Lync)
Experience with remote access and Terminal Services (VPN/Citrix, LAN/WAN, Modern web browsers, and mobile devices) required
Proficient with Microsoft Windows 7-10, MAC and newer operating system required
Excellent professional/interpersonal, written and verbal communications skills at all levels required
Strong analytical, and problem resolution skills required
Knowledge of Voice Communication Support (CISCO, Avaya, CMS, Genesys)
Ability to be a self-motivated team player, with strong organizational & time management skills
Prior Financial and Trade Support experience a plus
Understanding of cyber security and encryption technology, including local security, network security, application security a plus
Bachelor's degree, Technical degree, or equivalent Technical Certifications (examples include Server+, SNIA, Network +, MCSA, MCSE, EMCSA, CCNP, VCA, VCP)

Desktop Support Analyst Resume Examples & Samples

Bachelor's Degree related to Computer Science or Information Systems with 1+ year of work experience; or a High School Diploma/GED with 4+ years of work experience
Knowledge and experience working with Microsoft desktop/laptop systems, Windows 7, 8 and 10 and Microsoft Office Suite 2010 and higher
Ability to learn new technology as required for the job using documentation and other available resources
Proven ability to multitask

Desktop Support Analyst Resume Examples & Samples

Provide excellent customer service by email, phone, or face to face
Troubleshoot all end user issues including computer hardware/software/OS, VoIP and mobile telephony, printers and other peripherals
Perform hardware and software upgrades on laptops and desktops
Effectively document issues and escalate tickets to proper internal or external support teams when necessary
Procure and provision mobile phones
Identify and recommend process improvements
Adhere to company security policies to protect IT assets
Enlist the help of vendors on issues related to hardware/software support, maintenance agreements, or hosted services
Maintain hardware asset management from procurement through disposal
Maintain software license management
Manage local and enterprise projects to enhance IT support
Support various applications (ex. MS Office, Win 7, MAC OS X, SEP, VPN, Skype for Business, and Citrix)
Associates or Bachelor’s degree or equivalent work experience
3+ years of tier two Desktop Support or related experience
Experience using ticketing systems
Experience with computer imaging tools
Working technical knowledge of Windows operating systems
Certifications a plus
Must have excellent customer service skills and strong written and verbal communication skills
Must have applied knowledge of end user computing technologies
Works well independently and in a team environment, demonstrating significant initiative and self-motivation
Continually improves technical proficiency through organized training opportunities, research, and self-training
Understands and applies ITIL methodologies to job functions
Ability to lift and carry items weighing up to 80 lbs

Desktop Support Analyst Resume Examples & Samples

4+ years of of work experience with a High School Diploma / GED; or, 1+ year of work experience in a related with a Bachelor’s Degree related to Computer Science or Information Systems
Exceptional experience in support and troubleshooting in a Desktop Support environment with knowledge of local area networking, copper and fiber wiring and network switches and routers
Understanding of wireless technology and mobile computing devices

Classified Desktop Support Analyst Resume Examples & Samples

Bachelor's degree or equivalent experience (4 years) and 2+ years of Information Technology experience
Ability to independently organize, plan and implement work assignments
2+ years of experience providing desktop administration for a mixture of physical and virtual Windows operating systems
Must be able to multitask at a high level while accomplishing daily operational tasks
Demonstrated customer service skills
Ability to work cooperatively as a team member
Active DOE Q Clearance
Responsible for installation, configuration, administration and troubleshooting centralized and distributed physical and virtual Windows desktops
Knowledgeable of large organizations’ systems and procedures
ITSM and Service support experience

Desktop Support Analyst Resume Examples & Samples

Provides end-user support for various general technologies, including hardware, printing, networking, applications, and operating systems
Configures laptops and desktops to departmental standards
Following/executing work based on Master Schedule
Collection of office level desktop/laptop assets and sending to hardware services in a timely manner
Entering all reported incidents/service requests in to the incident management system
Following agreed upon onsite support schedule where necessary
Reporting problems (recurring incidents) to the manager of desktop support services
Monitors and manages their service request queue. Includes prompt and effective communication for all assigned requests, timely resolution or escalation of all assigned requests, and proper documentation for all assigned requests
Provides limited, supervised assistance with servers, server applications and network infrastructure
Assist in one or more areas of technical specialization
Participating in a rotating on-call support schedule
Communicating effectively with IT Liaisons and office leadership to maintain an understanding of office and staff needs
Providing remote support to various staff within the firm
Lifting and transporting of moderately heavy objects, such as computers and peripherals may be required
Ability to consistently display and communicate a personable attitude of warmth, friendliness, professionalism and helpfulness
Ability to evaluate, understand and assist with basic technical issues
Good interpersonal skills and an ability to work with others
Ability to multi-task and effectively manage time
This position is responsible for maintaining office hours consistent with Dixon Hughes Goodman and Firm Technology Group standards. These office hours are currently 8:30 A.M. to 5:30 P.M., Eastern
Given the nature of support responsibilities of this position and the effort needed to effectively execute the responsibilities of this job, work hours may exceed a 40 hour work week
Some business travel required. The amount will vary based on operational and staff training needs

Desktop Support Analyst Resume Examples & Samples

Students perusing a degree in IT or Information Systems
Certification in Microsoft Technologies - Server/Desktop, Network + or MCTS is desirable
Troubleshooting ability, and resolution of hardware and software issues in a MS Windows and MS Office environment
Good understanding of networking technologies like TCP/IP, DNS, WINS, DHCP
Familiar with Linux/Unix environments an added advantage
A degree or perusing a degree in IT or Information Systems
Experience in the field of IT

Desktop Support Analyst Resume Examples & Samples

Provide local and remote support t UnitedHealth Groups computer user community and Call Center related telephony problems. Including configurations/upgrade assistance
Work with Call Center, Network, and Desktop engineering teams to resolve complex issues
Verify/update central asset inventory database
Asset Management processes associated with upgrades to existing equipment and/or purchases resulting from a service/repair request; this process includes verifying and updating the central asset inventory database
Process of installing a device including all hardware and software, as well as any associated integration with existing network and software infrastructure
Physical relocation of hardware and/or any hardware or software installation, upgrade, or update
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily; requirements listed above are representative of the knowledge, skill, and/or abilities required
Be able to lift 50 lbs
2+ years of IT Desktop support experience on Windows XP and Windows 7 operating systems
2+ years of Customer Service experience
2+ years of experience in desktop support, with focus on remote support tools
Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
Information Technology Certifications
Microsoft Certified Systems Engineer (MCSE) Certification
Computing Technology Industry Association A+ Certification

Desktop Support Analyst Resume Examples & Samples

Responsible for resolving incoming telephone, walk-in, web, and email requests
Log in to HP Service manager/Service Center to create “Line Items”
Played a major role in testing applications, application deployment
A+ Certified Professional

Senior Desktop Support Analyst Resume Examples & Samples

Bachelor’s degree or equivalent combination of education and experience required
4-6 years of technical support experience required
A+ Certification or related experience required
Experience configuring and testing desktop/laptop systems with limited supervision
Experience in AD, TCPIP, CITRIX support. A working knowledge of network support, including troubleshooting switches and routers
Basic knowledge of project management to act as team member
Demonstrated problems-solving skills to ensure quick and efficient problem resolution
Aptitude for providing excellent customer service. Good communication and telephone etiquette
Ability to use Desktop standards and follow guidelines, as well as help others interpret policy
Demonstrated organizational and time management skills to maximize effort and time
Knowledge of Service Now, ITIL Foundations and any HDI Certifications are a PLUS

Desktop Support Analyst Resume Examples & Samples

Requires High school diploma or GED, or technical training or equivalent combination of education and experience
Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals
Knowledge and experience with Win 7, Win 8, Win 10, Microsoft platform (Office, Outlook, Skype), Connected backup, Checkpoint FDE, AnyConnect VPN, SEP Anti-virus. Mac HW and Mac OS experience required
Must be knowledgeable in both Windows and Apple OS
Experience troubleshooting software issues at the user's desk-side
Experience troubleshooting network printers and re-mediating it
Ability to lift and palletize heavy equipment. (PC’s, monitors, printers.) Perform the physical functions of the job

Associate Desktop Support Analyst Resume Examples & Samples

Ability to demonstrate technical skills in the following areas of expertise: application systems, operating systems, networks, computer hardware, and computer architectures in order to provide operational support for IT systems and components
Provides technical assistance to other IT Technicians, teaming to ensure that technical assignments are completed in an effective and efficient manner
Diagnoses and repairs problems with using the appropriate manuals, resources, utilities and procedures
Communicates effectively with customers, users of the IT technical services, peers and management
Maintains an in-depth knowledge of associated technical area of expertise. Keeps current on changes affecting the area of expertise and keeps the associated technical processes and procedures updated reflecting these changes
Able to display assertiveness and a high level of self-confidence. Able to execute instructions and to request clarification when needed
Able to remain stationary for extended periods of time
Able to think strategically and tactically. Able to troubleshoot system-related problems
Able to use relevant computer system applications (which may include spreadsheets, word processors, databases, etc) at a basic level
Able to work independently with minimum supervision
Able to be attentive and foster two-way conversation
Able to maintain confidentiality of sensitive information. Able to use common office equipment
Able to perform basic mathematical calculations. Able to provide courteous, timely service when addressing customer questions and concerns
Able to quickly learn new systems and technology. Knowledge and/or expertise in related area of responsibility
Possesses basic clerical and data entry skills. Possesses strong organizational and time management skills, driving tasks to completion
Basic networking skills preferred
Able to maintain confidentiality of sensitive information

Desktop Support Analyst Resume Examples & Samples

Set up, maintain and troubleshoot Microsoft Windows and Apple Mac OS computers, as well as iOS devices in a networked environment
Set up and configure printers, scanners, and other peripherals
Maintain and troubleshoot audio visual equipment
Document issue resolution using the help desk ticketing system, document knowledge base and other articles in Sharepoint
Maintain inventory of all hardware and software resources and parts-
Maintain excellent communication with all end users and other members of the technology department
Work with outside vendors as needed
This person will be also doing user education
Execute other assigned tasks as delegated by the Manager of IT Support

Desktop Support Analyst Resume Examples & Samples

On-site installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, and associated peripherals
Manage time and prioritizes effectively
Demonstrate initiative and good judgment in resolving issues affecting customer satisfaction
Utilize a significant knowledge of Dell products, customer service, policies and procedures
Work effectively and efficiently under time constraints and high stress/pressure environment
Receive calls during the normal business day and after hours
Interact effectively with internal and external contacts (Account Management, Deployment Team, Solutions Architect, Employees, and Vendors)
Demonstrates organizational and administrative expertise with strong attention to detail and reporting deadlines

Desktop Support Analyst Resume Examples & Samples

Windows 7+ OS
Mac OS 10.10+
IOS 6+

Desktop Support Analyst Resume Examples & Samples

Provide software and hardware support related to all end user technical issues. Typical tasks would include MS Windows and Apple Mac troubleshooting, Outlook email support, new software installation and configuration. Some basic server support of adding/deleting/moving users may be required. Apple Mac installation and support will be required
Provide support for local office situated in Paris, and remote support cover for other offices where necessary
Log, diagnose, resolve (or escalate for additional action) all Helpdesk problems, issues, and trouble calls
Receive and resolve call escalations from Level 1 support as needed
Awareness of escalation and SLA's
Provide documentation and process flow to assist in first-call resolution for desktop hardware, software, LAN, WAN, e-mail, web, Internet, Intranet, and administrative computing related problems
Perform systems administration for corporate applications
Apply technical experience and logic to assist customers in local and remote troubleshooting and problem resolution
Exercise judgment in prioritizing problems
Ensure problems are correctly routed through to the appropriate responsible Information Technology individuals in a timely manner
Perform other related duties and assignments as directed

Desktop Support Analyst Resume Examples & Samples

Develop, configure, and deploy Enterprise Desktop and Laptop images
Ensure desktop and laptops computers connect seamlessly with network environment, including associated validation systems, file servers, email servers, application servers, and administrative systems
Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
Bachelor's Degree in Computer Science or a related field and 2 years of relevant experience ORan Associate's Degree with 6 years of experience, 4 of which must be in a relevant role OR an equivalent combination of education and experience
Desktop and laptop imaging preferred
Physically able to lift and move Enterprise and Client technology hardware
Microsoft Certified Technology Specialist essential preferred
Excellent technical knowledge of desktop, laptop and printer hardware and software
Working technical knowledge of current protocols, operating systems and standards
A+ and N+ experience preferred
Software and Hardware Troubleshooting
Desktop and laptop imaging experience preferred
Working knowledge of Active Directory and remote control tools
Telecom, VoIP experience a plus
Weekend work when required

Desktop Support Analyst Resume Examples & Samples

Bachelor’s Degree related to Computer Science or Information Systems with a minimum one year of work experience in related fields, or a High School Diploma/GED with a minimum 4 years of work experience
Strong analytical, verbal and written communication skills
Comfortable learning new technologies

Desktop Support Analyst Resume Examples & Samples

2nd level support desktop break/fix trouble tickets according to department SLA’s. Includes warranty repair for desktop, laptop machines and some printers
Set up new desktop equipment for users including mobile devices
Research and share information on new technologies that will benefit corporate campus desktop users, HCA IT&S, and HCA Enterprise
1-3 years hands - on desktop support experience
SCCM administration
Networking concepts
Customer service attitude
Excellent written and oral communication skills for both technical and non-technical audiences

Desktop Support Analyst Resume Examples & Samples

Apple AMCT certified technician preferred and helpful or must be willing to get certified within a few months
Familiar with apple, (specifically, IMAC, and/or any or all Macbook products) would be preferred
This is an hourly position with benefits (medical, dental, vision, 401K and more), eligibility from the first day of employment

Desktop Support Analyst Resume Examples & Samples

Provide software support to business end users in a Help Desk environment on a variety of custom and industry standard applications including Microsoft Office 2010, Exchange, and Outlook on a Windows 7 operating environment. Custom applications include industry and company specific applications
Support a variety of hardware in a world class technical environment including high end workstations, laptops, imaging systems, and mobile devices
Assist associated team members (network and telecommunications analysts, developers and project leaders) with special projects, systems initiatives and application production objectives
Provide leadership to other team members on special assignments, projects and analysis of business and/or infrastructure needs as the business/technology requires
2-3 years of experience in technical support position for PC client/server systems
Demonstrated skills in trouble-shooting and problem identification and resolution in both software and hardware areas
Strong experience with Windows 7 Workstation clients, Microsoft Office applications, Microsoft Exchange and Outlook mail services, remote client access and internet browser technology and connectivity
General proficiencies to include desktop system troubleshooting and all aspects of software installation and configuration
Experience with BMC Footprints and Asset Core a plus
Knowledge of financial systems/processes a plus
Fluent in English with Spanish a plus
Exceptional customer service skills with the ability to communicate solutions to individuals of varying technical ability
Strong verbal and written communications skills including the aptitude to provide technical documentation and user-friendly communication tools
Strong analytical and problem-solving skills demonstrating personal initiative and responsibility
Must thrive in fast-paced, demanding environment with changing priorities and multiple tasking
Perform as an integral team player as well as an individual contributor
Highly developed organizational skills with the ability to effectively manage changing priorities while keeping focus on timely problem resolution, customer satisfaction and follow-up
Strong desire for exposure to new technology and challenges and an eagerness to learn

Desktop Support Analyst Resume Examples & Samples

Serves as technical advisor, providing front telephone, remote desktop, and onsite desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel
Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation
2+ years progressively responsible experience, demonstrating in-depth working knowledge with a broad range of desktop support technology and best practices
Computer literate with proficiency in information systems and software applications

Desktop Support Analyst Resume Examples & Samples

Support and Maintain corporate endpoint standards using the Tivoli Endpoint Management (TEM) solution
Establish and maintain OS deployment strategy for remote sites
Understand and manage to the established desktop policies and standards
Plan and budget for future technical requirements such as asset aging
Serve as a primary contributor in the development of an endpoint technical roadmap
Design, delivery, and operation of distributed services to agreed service levels
Design and support implementation of alternate, redundant or recovery processes
Train and mentor less experienced support analysts on all responsibilities, procedures and processes as required
Identify, test and propose the incorporation of new technology to streamline operations
Develop technical supporting documentation for remote sites, IT equipment and systems
Own and administer various client management technologies, such as workstation hardware and software management, security, and patch management
Automate software application deployments
Work closely with the Server and Networking teams
Create, test and develop current Workstation images. Test, evaluate, and package software and applications for workstation distribution
Asset management for assigned remote sites
Key role in developing corporate standards for desktop computer software and hardware and conducting reviews to ensure compliance to standards. May be required to research tools and processes to identify usage and capacity troubles as they develop
Will present research and may assist in developing long-range plans to address problems
Perform computer management and system administration activities; Research, test, certify and document all operating system/application upgrades and patches to be deployed to desktops in the organization, as well as define associated processes, maintaining updated procedural and audit documentation
Continually stays up to date with Microsoft desktop operating system technology and trends
Ability to work with third party companies to integrate systems/applications and hardware for new products or upgrades
Perform or assist in miscellaneous department admin, support functions or projects as needed; i.e. new branch openings, upgrades, extended hours coverage, etc
Bachelor’s degree in Computer Science or MCSE required
Three to five years’ experience working in field services or Desktop Support Analysis required
MAC certification or support experience highly desirable

Desktop Support Analyst Resume Examples & Samples

Regularly update the ticket tracking system with status and fixes
Significant direct interaction with customers,requiring strong interpersonal skills with heavy focus on client relations
Installs software and/or hardware peripherals,apply security patches and anti-virus updates
Resolves end user’s desktop computer issues, issuing/tracking loaner hardware, printer trouble shooting and configuration
Provides or assists with user administration(adds, changes, deletes, disk space management, backups, and file restores)until some or all of these functions migrate to the helpdesk. Facilitates centralization to helpdesk
Expected to work closely across all GIS disciplines for problem resolution
Performs related duties as assigned or requested
Moving the Exchange Place in Jersey City, NJ in Q1 2017
May require occasional workdays at Third Avenue location, NYC
Latest MAC and/or PC operating systems - Intermediate to Solid
Dell/HP Desktop, and Laptops - Intermediate to Solid
MS Office Suite (Word, Excel, PowerPoint, Access), Outlook, Internet Explorer - Intermediate to Solid
Remedy, LANDesk, Symantec, and OpenView - Intermediate to Solid
TCP/IP - Intermediate to Solid
Troubleshooting remote access & LAN/WAN issues - Intermediate to Solid
Customer focused - Solid to Advanced
Teamwork - Solid to Advanced
Ability to analyze, diagnose and conclude appropriate actions for issue resolution - Solid to Advanced
Communication – listening and speaking - Solid to Advanced
Attention to detail; follow up - Solid to Advanced

Desktop Support Analyst Resume Examples & Samples

Performs general technical support, and troubleshoots and desktop systems software and hardware
 Troubleshoots general problems under direction of a higher level of support
 Investigates system problems and provides solutions using specific product knowledge, system utilities, and operating environment
 Follows established process and procedures to plan, install, test, and implement computer system hardware or software technologies
 Represents CompuCom in a professional and businesslike manner and communicates effectively with customers and associates
 May install, test, and repair computer systems on customer site
 May interact with customer responding to technical questions or request for information
 Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns
 Other duties as assigned

Desktop Support Analyst, Analyst, IT Resume Examples & Samples

Desktop support for end users: Provides specialized technical support for the hardware and software supporting Perkins Library, East Campus libraries and remote facilities; provides technical assistance, trains end users and develops help documentation for department and Library staff. Provide support for integrated library systems
Software Maintenance: Installs, upgrades, troubleshoots and maintains software applications on end user desktops
Hardware Maintenance: Installs, upgrades, troubleshoots and maintains computer hardware for desktop computers, printers and other peripheral devices as needed. Coordinates replacement of hardware with vendors when necessary
Evaluates and tests new software and its applicability to library operations. Tests, evaluates and recommends new hardware
Provides A/V support for programs taking place in the Library, including East Campus libraries and remote facilities; assists end-users with assistance as needed
Library network management: Assists with tasks related to local area network management, including DHCP and DNS; manages users and groups in Active Directory; assists with configuration and management of monitoring for Library-managed servers
Provides on-call service in rotation with other members of the DUL Information Systems staff as needed
Automates processes for Desktop Support computer management wherever possible through knowledge of management systems such as SCCM and WSUS, Casper, BigFix, Envisionware, DeepFreeze, and Docker
Implements system configurations using tool such as Active Directory, Group Policy, package building, and scripting

Junior Desktop Support Analyst Resume Examples & Samples

Help external clients with IT assistance
Provide one to one training with end users where required
Perform regualr moves and changes of user's workstations
Basic Windows, Mac and Office Skills
Must be pro-active and work well within a team
Willingness to learn new skills and technology in house

Desktop Support Analyst Resume Examples & Samples

Experience installing and supporting Windows Operating Systems (Windows 7)
Experience supporting MS office 2010-2013
Demonstrated experience supporting end users in a complex IT infrastructure with high level of service and up time in a 24 X 7 environment
Escalate and Dispatch problems to support personnel when appropriate via proper escalation procedures as defined in the support center's standard operating procedures manual
Become well versed with common problem inquiries and be able to provide immediate solutions
Prepare in advance for new release and roll-outs to anticipate customer inquiries
Stay up-to-date with Information Technology policies and procedures
Responsible for use and input of project work plans and project status reports for their projects on a weekly basis, as needed
Assists in the delivery of training programs in collaboration with Application and Network Technologies
Assists in the development of documentation, including appropriate policies and procedures for training and support programs
Assists in the assessment, determination and documentation of customer requirements for services provided by Information Technology Support Services
Maintains knowledge of existing applications, services and new products that support the efforts of Support Services; proactively shares this information with others
This position requires independent thinking and the ability to solve problems, under direction, in a stressful environment
Additionally, this position will be required to participate in efforts in problem resolution and relationship building for Client Services related activities for Alere
It has impact on end results, as the position is responsible for contributing to outcomes and products for the Support Services group
Basic, structured, standard approach to work
2+ years of Technical Support experience
1+ year of experience in a customer-facing desktop support position
Experience working with SEP (Symantec Endpoint Protection)
Experience involvement with managing SEP environment
Experience managing software, patch, update deployments via SCCM 2012
SEP and SCCM management experience
SCCM (System Center Configuration Manager) or similar AV/Software deployment systems experience

Desktop Support Analyst Resume Examples & Samples

Proficient with Windows technologies (Windows OS 7, MS Office 2010, etc.)
Ability to troubleshoot standard desktop applications
Ability to support mobile phones and printers
Logical thought process when it comes to troubleshooting issues where an apparent or obvious answer is not present

Desktop Support Analyst Resume Examples & Samples

Responds to system trouble calls for all Logistic and Configuration Center servers, workstations and peripherial devices
Responds to and resolves Logistic system related outages and fully reports on the cause/effect of such outages to department manager
Acts as coordinator for remote LC support team during such outages, fulfilling the role of communications coordinator, troubleshooter to restore production systems
Performs preventative maintenance and appropriate structured system checks of all associated systems
Completes work to fulfill IT service requests as assigned
High School/G.E.D required
Able to be diplomatic when handling calls/correspondence for Management
Able to adjust readily to change and adapt as needed
Able to transport up to 50 lbs
Able to display a preference for interacting with people, being friendly, outgoing, articulate and socially at ease
Able to display assertiveness and a high level of self-confidence
Able to execute instructions and to request clarification when needed
Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others
Able to express ideas clearly and convey necessary information. Able to recognize and attend to important details with accuracy and efficiency
Able to think strategically and tactically
Able to maintain a positive attitude in the face of criticism, rejection, or failure
Able to use common office equipment
Able to provide courteous, timely service when addressing customer questions and concerns
Knowledge of occupational hazards of the trade and necessary safety precautions
Possesses strong data entry skills
Able to use relevant computer system applications (which may include spreadsheets, word processors, databases, etc) at an intermediate level
Thermal printer repair experience preferred
PC Hardware/Software troubleshooting skills preferred

Desktop Support Analyst Resume Examples & Samples

Able to multitask in a dynamic environment and complete tasks on time
Able to communicate effectively with personnel at all levels (staff to executive)
Able to quickly adapt to new technical concepts and tools
Collaborate with BIS peers and business sectors to deliver effective technology solutions
Troubleshoot and mitigate issues with desktop, laptop, and mobile hardware and software
Provide the necessary follow-up on quality issues
Maintain confidence and composure during stressful situations, know when to escalate a technical and/or service issue
Responds to customers inquiries and provides information concerning available services and features to the customer
Strong understanding of network technologies and concepts
Minimum of 1 year support experience supporting executives

Desktop Support Analyst Resume Examples & Samples

Supporting internal user workstations, peripherals, phones and PDAs
Maintain and repair, through troubleshooting and component replacement, workstations and peripheral devices
Provide support for MS Office suite applications and back office application connectivity
Documenting technical support requests, production changes, and following-up until resolution
Communicating with colleagues and escalating outstanding issues whenever required
On Call duties as required

Senior Desktop Support Analyst Resume Examples & Samples

B.S. /A.S. degree or equivalent work related experience
4-7 years of directly related experience
Broad range of experience in technology disciplines to set up and repair complex desktop systems and issues without any local assistance
Demonstrated organizational skills
Ability to assign duties to and assist other desktop support analysts
Experience at accessing industry knowledge bases (i.e., Microsoft technology sites)
Demonstrated project and resource management skills and experience with problem management in multiple locations, including remote locations to act as team member
Excellent customer service skills and telephone etiquette. Strong problem solving skills
Involvement in multiple projects through all life cycle phases, ensuring they are in accordance with established direction and standards
Able to maintain a high level of client trust/confidence in the knowledge of and concern for clients’ needs

Desktop Support Analyst Resume Examples & Samples

Working ticket queues with speed and thoroughness
Analyzing issues, providing quick resolution and thorough documentation of resolutions
Coordinating large scale employee moves with Facilities, Operations, and the affected departments as needed
Following established processes and procedures and creating processes and procedures as needed
Proactively researching trending issues for final resolution
Creating Self-help documentation for end users
Supporting and coordinating the implementation of new systems
Providing on-call support for our internal end users as part of a rotation within the team

Desktop Support Analyst Resume Examples & Samples

Hardware support of all systems
Software support of all business applications (bespoke and “shrink wrapped”)
Support of standard IT infrastructure
Ensuring anti-virus protection is up to date and appropriately managed
Ensure security standards are applied

Senior Desktop Support Analyst Resume Examples & Samples

At least 3-5 years of IT/customer service experience
Functional knowledge/troubleshooting/resolution experience may include
Experience with Remedy ITSM ticketing system
Knowledge on ITIL Framework Best Practices (i.e. Incident and Service Request Management)
Experience providing support for Mobility Solutions (e.g. iPhone, Android, VPN)

Desktop Support Analyst Resume Examples & Samples

Ability to understand & articulate root cause on customer issues
Familiarity with encryption and security tools and triaging within this environment
Assist customers in gaining access to various systems and servers
Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using Casper and LANDesk technologies
Keep Knowledge Base and process documentation up-to-date
Manage the individual and ticket queue for the team
Ensure the highest level of customer satisfaction
3-5 years of Service Desk or Desktop Support experience for both PC and Mac required
Experience working with multiple customers face to face in a 'Genius Bar' type of corporate environment is preferred
Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
Minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school
Previous experience with Microsoft Office is preferred
Good problem solving, diagnosis and troubleshooting skills
The ability to work under pressure in a fast paced environment is a must
Familiarity with wired and Wi-Fi Networking with Windows Active Directory
Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
Familiarity with Video Conferencing support and communication technologies such as Jabber and Blue Jeans is a plus
Familiarity with ticketing systems such as Service Now is a plus
Strong mobile support (Android, iOS, etc) experience

Desktop Support Analyst Resume Examples & Samples

3 to 5 years of experience providing PC Support in a large enterprise environment
Microsoft Certification preferred Core Skills & Knowledge
In depth knowledge of desktop hardware/software
In depth knowledge of Windows XP and Windows 7 operating systems
In depth knowledge of Microsoft Office applications
Knowledge of network integration within an open systems environment
Ability to define, manage, and resolve desktop system problems and related network issues
Experience supporting mobile devices such as tablets and smart phones in an Enterprise environment
Familiarity working with Droid and iOS platforms
Familiarity supporting virtual desktops in a VMWare environment

Senior Desktop Support Analyst Resume Examples & Samples

At least seven years in a senior role supporting investment professionals, with a minimum of three years of hands-on desktop
Must be self-starter possessing drive and ability to work with minimal supervision
Strong leadership qualities. Ability to provide direction, be a positive influence, and act as a role model to the rest of the team
Ability to manage conflicting priorities effectively
Ability to perform research and share knowledge with team members
Proven project and delivery management skills
Attention to detail, strong written and oral communication skills
Experience with PC desktops and laptops
Fluent in in Microsoft products (OS, Office, Outlook)
Solid understanding of Remote Computing technologies
Solid understanding of mobile computer devices such as iPhones, iPads, Blackberries and Windows Mobile Device
Solid understanding of and experience supporting virtual desktop technologies including VDI, RDP and Citrix
It is highly desired that this individual has several years of experience in the financial industry, and possesses a strong understanding of financial markets
Experience with Audio Visual systems, including Desktop Video systems
Experience with Market Data Service applications
Experience in a helpdesk environment
ITIL Knowledge/ Certifications
Experience with ticketing system (ServiceNow)

Desktop Support Analyst Resume Examples & Samples

Determines appropriate hardware and software based on corporate policy and end user requirements
Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves
Uses corporate incident management system to record and track all support work
Performs time tracking tasks as required
May assist with the procurement of hardware and software
Contributes to the improvement and enhancement of processes and procedures
Associates degree in a technology related discipline
OR a combination of work experience, education and training equivalent to a two-year college degree in a technology related discipline
Minimum of one year related work experience; two years preferred
Knowledge of company desktop operating systems and software
Knowledge of standard computer hardware
Ability to independently plan, organize and prioritize one’s own activities
Ability to express ideas clearly in both written and oral communication
Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE)
Ability to work in a typical office environment
Ability to lift and move desktop and other related hardware
Frequent, local travel may be required depending on location
Occasional, distant travel may be required
Occasional evening and weekend work may be required
Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team

Desktop Support Analyst Resume Examples & Samples

Provide technical support on operational or maintenance aspects of system equipment
Diagnose mechanical, hardware, software and systems failures, using established procedures
Solid technical skills with Windows O/S, AD. MS Office Suite, and Mobile Device support
Basic technical understanding of networking technology (Wi-Fi, switches, LAN, etc.)
Perform remote or on-site servicing and/or repair of company products/services
Ability to manage a 4 year technology refresh cycle
Previous desktop support experience required
Understanding of desktops, laptops, printers, and other peripherals
Ability to work within a team and independently
Ability to work within the multiple departments internal to IT
Knowledgeable of Microsoft Operating Systems, Office, Networking, Mobile Devices, and computer hardware
A+ and Network + certification is preferred
Problem solving ability (to include troubleshooting, prioritization, and escalation skills)
Planning skills

Desktop Support Analyst Resume Examples & Samples

Understand and promote Magna’s philosophies and Employee’s Charter
Solve day-to-day problems with Windows client operating systems, Microsoft Office, software packages, IP telephones, printers, and mobile devices
Troubleshoot connectivity for wired and wireless connections
Maintain up-to-date inventories for hardware and software
Follow all plant safety policies and procedures

IT Desktop Support Analyst Resume Examples & Samples

Recommending procedures and controls for problem prevention
Working independently, sharing information and assisting others with work orders
Performing necessary diagnostic and corrective actions for hardware and software problems
Responding to, resolving, and documenting service tickets in a timely manner according to service level agreements or assigned completion dates
Providing 24 x 7 on-call support as assigned. Shift flexibility required

Senior Desktop Support Analyst Resume Examples & Samples

Identifies and resolves desktop/laptop hardware problems
Initial network troubleshooting and determination of appropriate escalation path
Resolve and work proactively on virus issues and initiatives
Write support documentation for customer and/or departmental use
May manage projects as assigned by the Manager
Assists in web page development for the Intranet and for our third party WebFirst application

Desktop Support Analyst Resume Examples & Samples

Support including but not limited to Tier 2 end user support and troubleshooting for end-user related issues/requests, user administration, root cause analysis, and VPN end user support
Assist with SOX and other required company mandates as requested
Responsible for executing hardware, application, and software upgrade/patch roll-out plans
Strong desktop operating system and printer configuration, and problem solving/troubleshooting skills
Experience supporting end users in Active Directory and/or OpenLDAP environments including account management and permissions

Senior Desktop Support Analyst Resume Examples & Samples

Support including but not limited to Tier 2 -3 end user support and troubleshooting for end-user related issues/requests, user administration, root cause analysis, and VPN end user support
Proven abilities in PC / Mac configuration and troubleshooting including desktop operating systems and common applications
Outlook & VPN client configuration and troubleshooting
Responsible for meeting the key performance metrics within areas of responsibility
Responsible for logging issue information in ticketing system in accordance with IT standards
Stays current on emerging technologies and industry changes
Experience supporting current and recent versions of Windows desktop OS and current Linux desktop distros
Experience supporting with current and recent versions Microsoft Office, common Linux desktop apps including Open Office and Thunderbird, Enterprise level anti-virus solutions and VPN solutions

Desktop Support Analyst Resume Examples & Samples

Provides PC hardware and application support to users
Replaces and moves PC and/or network equipment
Installs application software and hardware as requested
Builds and maintains PC images
Assist with new application software and network rollouts
Maintains PC and printer inventory
Coordinates service calls for new or malfunctioning equipment with appropriate vendors
Assists with training of end users in newly implemented software
Logs all activity on help desk tickets and databases
Maintain server backup tapes
Troubleshoots user problems including printing, network connectivity, and operating system or application issues
Sets end user expectations on service calls
Effectively communicates progress and status of work orders to department and end user
Provide highest quality of service in order to reduce reworking of work orders
Provide support, backup and training to Help Desk when needed
Provide Network Administrators with recommendations on PC issues
Perform upgrades, installation, documentation, troubleshooting, and maintenance of printers, workstations and workstation operating systems
Use CA Service Desk to log all work

Desktop Support Analyst Resume Examples & Samples

Knowledge of research techniques to analyze and make recommendations
Knowledge of computers and their applications
Ability to provide analysis of reports to other departments
Documentation skills required
Ability to performed detailed project management
1or more years
Working knowledge of healthcare industry. 1 or more years helpdesk experience, 1 to 2 years’ experience with practice management software, or in health plan customer service

IT PC Desktop Support Analyst Resume Examples & Samples

Image, install, configure and deploy PC’s for new employees
Setup, configure and troubleshoot print servers and printers
Assist employees with moving their IT equipment during department and office moves
Assist employees with email setup on mobile devices, installing software on their PC’s and similar tasks
Troubleshoot and resolve calls / emails from employees who are having issues with their PC such as unable to login, unable to access the internet, unable to access corporate wireless, unable to VPN, and similar
Interact with internal company employees, assisting them both in-person and remotely, and ensure high levels of customer satisfaction
Perform basic windows administration such as password resets and file and folder administration
Track incidents, requests and problems in an IT Service Management tool and track inventory deployments in an Asset Management tool
Job requires the ability to lift, move and relocate equipment, monitors, and peripherals that may weigh up to 50bs each
Perform all other tasks as assigned or required

Desktop Support Analyst Resume Examples & Samples

Respond to and resolve end user computing related incidents
Respond to and fulfill end user computing related service requests
Ensure ticket details are appropriately documented within the ITSM tool
Communicate and document regular status updates until incidents or service requests are resolved to the customer’s satisfaction
Work closely with other support teams (Help Desk, Data Center, IT Security, Application Support, External Vendors) to resolve incidents or service requests that may require additional assistance
Perform imaging and installation of net new or replacement workstations
Develop end user computing documentation, including relevant knowledgebase entries, so that other team members, Help Desk personnel and even customers can resolve related incidents and service requests
Perform asset and configuration management processes as it relates to end user computing related hardware and software
At least one year of experience providing end user computing related support is preferred
Preferred experience with ServiceNow or similar ITSM products
Experience supporting various hardware products, including desktops, laptops, tablets, and mobile devices
Experience providing both remote and in person support
Excellent critical thinking and problem solving skills with the ability to resolve issues in a complex environment

Desktop Support Analyst Resume Examples & Samples

Resolution of incidents relating to Windows Desktop Platforms, Windows 7, Windows 10, Windows XP (80% of workload)
Resolution of incidents supporting Windows Platforms (such as VMware/Citrix) (10% of workload)
Resolution of work requests relating to Windows Desktop and Server Platforms and supporting Platforms
Supporting Infrastructure build activities (Host platform, Virtual machines, Windows, SCCM)
Virtual Machine Management, primarily VDI desktop,
Implementation of automation activities to reduce overheads, reduce incident handling time or allow work to be completed by more junior staff without risk
Identifying opportunities for incident reduction, either through optimisation or addressing root cause (problem management) to resolve
Undertaking self-paced learning and personal development to help address the above activities
Involvement in regular change activities as required
Working towards MCSE Windows 2012 with commitment to professional certification
Broad technical experience in the following technologies

Desktop Support Analyst Resume Examples & Samples

Experience of IT support (remotely)and strong knowledge of Active Directory
Proficient English Language and written skills
Ability to remain calm under pressure and manage stressful situations whilst maintaining a professional image working within the office
Ability to Investigate unfamiliar problems and generate effective solutions in a systematic and logical manner
A positive, passionate, pro-active approach to work, organising your own workload efficiently under your own initiative

100

Desktop Support Analyst Resume Examples & Samples

Two years of experience in a desktop support function at a large enterprise
1-3 years previous Salesforce administration experience with a minimum 300-seat environment handling all aspects of CRM, case management and platform maintenance
Current knowledge of PC, Mac and mobile devices (iPhone/iPad, etc.), hardware/software and general technology trends
Excellent project management skills with ability to juggle multiple projects/tasks across various user groups
Understanding of business processes and ability to translate business requirements into application functionality

101

Help Desk / Desktop Support Analyst Resume Examples & Samples

Managing, training, and coaching the Desktop Support Team
Implementing Mission and Success, Standard Operating Procedures, and Vision documents for the Desktop Support team
Planning projects and goals of the Desktop Support team
Developing and training the employees on the Desktop Support team
Managing the operations of Desktop Support
Developing new Desktop Support projects
Developing future training plans for Desktop Support Team
Participating in meetings, discussions, and decision making regarding the continuous improvement of the Desktop Support team
Implementing IT communications strategy
Providing staffing and process feedback to Technical Support Manager
Encouraging efficient collaboration between Desktop Support and other business entities
Working with the Process team in the creation and implementation of processes and procedures
Ensuring that proper documentation and process are being followed
Ensuring that reporting and analytics are delivered to Technical Support Manager
Controlling endpoint procurement
Assisting with managing IT budgets
Being on call on weekends and nights for technical issues/triage

102

Desktop Support Analyst Resume Examples & Samples

Proven abilities in PC configuration and troubleshooting including desktop operating systems and common applications
Experience supporting current and recent versions of Windows desktop OS, current Linux desktop distros, and Mac
Experience supporting current and recent versions Microsoft Office, common Linux desktop apps including Open Office and Thunderbird, Enterprise level anti-virus solutions and VPN solutions
Experience in supporting end user related network connectivity (switch, jack connections, cabling, etc.)

103

Desktop Support Analyst Resume Examples & Samples

Desktop/Laptop/Phone Deployment
Deploy desktop/laptop/phone hardware and related peripherals (printers etc.)
Deploy desktop/laptop software images
Desktop/Laptop/Phone Maintenance and Support
Manage and support desktop/laptop hardware and related peripherals, network operating systems, and end-user software applications
Problem Solving & Troubleshooting (Tier 2 Help Desk Support)
Respond to Helpdesk calls and/or remedy cases
Perform on-site analysis, diagnosis, and resolution of complex desktop device and phone unit problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed
Computer Science or Information Technology Degree or equivalent experience required; Bachelors in Computer Science preferred
1-2 years’ experience with desktop support in a Microsoft Windows environment including Windows 7 including MS Office and Outlook in a network environment
1-2 years’ experience with hardware and network peripheral support (fax machines, network printers, scanners, modems, hubs, smart phones, and cabling)
Background in Active Directory Administration for user and computer account management
Must have strong knowledge of MS Office products
Must have understanding of basic LAN, telephony and desktop applications
1-2 years’ experience as PC Specialist, Desktop Specialist, Technical Support or Telecoms Analyst
At least 1 year(s) of working experience in the related field is required for this position
Preferably 1-2 Yrs Experienced Employees specializing in IT/Computer - Hardware or equivalent. Job role in Computer Hardware Engineer or equivalent

104

Temporary Desktop Support Analyst Resume Examples & Samples

Live and exemplify the Five Principles of Mars, Inc. within self and team
Manage and resolve HEAT Tickets and small support related projects
Diagnose and resolve general hardware/software issues on desktops, laptops, monitors, printers and other computer peripherals, including mobile devices such as Apple iPhones and iPads
Configure and deploy servers, desktops, laptops, monitors, printers and other computer peripherals to new and existing users
Provide world class customer service
Create user accounts, security groups, and distribution lists in Active directory
Support IT hardware and software in hospitals
Perform application installation and support
Administer Move/Add/Change requests
Maintain IT build room by shipping and receiving equipment, ordering equipment for stock, and performing inventory counts
Serve as on-call, 24/7 support for escalated general IT emergencies, and to configure and ship servers to hospitals as needed
Other job duties as assigned
Bachelor’s degree in Computer Science or other computer-related field preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities
Minimum 1-3 years of relevant professional experience in a comparable IT support role required
Demonstrated ability to break down systems into analyzable parts, and efficiently test and eliminate those parts to expose the solution is required
Ability to troubleshoot Windows Operating systems (Win7) and PC hardware required. Familiarity with Windows 8.1 and 10 is a plus
Demonstrated knowledge of Active Directory administration required
Demonstrated knowledge of using and troubleshooting Apple iPhones, iPads and iOS 7+ required
Prefer health care background (veterinary or human healthcare, pharmaceutical, etc.)

105

Desktop Support Analyst Resume Examples & Samples

Provides suggestions and information on projects that should be undertaken by the department
May provide first-line technical support handling calls, in order to provide time-of-call resolution to calls whenever possible
Shift: Thursday to Monday from 3:30pm-12am

106

Information Systems Desktop Support Analyst Resume Examples & Samples

Educated to GCSE level or equivalent (UK) or equivalent dependant on location
Relevant industry certifications desirable
Minimum of 1 year of experience in an IT support role

107

Desktop Support Analyst Resume Examples & Samples

Provides level two deskside and customer support
Responsible for thoroughly documenting all service requests, incidents, problems and each customer contact in designated tools. Issue documentation to include the issue, updates, next actions and steps taken to resolve or satisfy
Performs basic systems security administration functions, including user account creation and file system security
Quickly and professionally respond to technical support requests that come in via phone, e-mail and ticketing system
Prioritize, research and resolve a variety of technical problems
Take a proactive approach to providing immediate and long-term solutions to issues and anomalies
Perform system upgrades, testing and deployment of functional and security patches
Knowledge of operating systems, hardware, and software
A minimum of 3 years of experience providing technical support directly to users
Experience supporting PC’s in a Windows 2008/12 Active Directory environment
Superior customer service and client interfacing skills
Knowledge of project management methodology
Exposure to IT Governance framework
Focused on achieving results and objectives

108

Desktop Support Analyst Resume Examples & Samples

Maintains, troubleshoots and performs repairs on all data processing equipment
Responsible for help with email, VOIP telephone, local security, reports, databases
Installs, troubleshoots and performs repairs on stand-alone personal computers (PC's) and their related equipment; upgrades and relocates computer equipment and terminal cables, as needed
Responds to requests for assistance related to desktop and computer problems; coordinates repairs with appropriate vendors, and documents service and repair activities
Maintains and monitors network related software
May represent the department at information technology meetings

109

Analyst, It-desktop Support Analyst Resume Examples & Samples

Excellent intrapersonal skills, including oral and written communication, listening, and attitude; ability to work in a complex team environment with medical personnel, clinical monitors, statisticians, and programmers
Excellent desktop application support experience to include the Microsoft Office suite, including versions 2010, 2013, and Office 365
Excellent computer operating system troubleshooting skills including all supported Windows desktop OS’s and Apple OSX versions
Excellent understanding of workstation and file and print server interaction, operation, maintenance and repair
Working knowledge of iOS (iPhone, iPad, etc) and Android devices and their respective OS’s. Experience with these devices in a corporate environment desired
Understanding of Local Area Network operation and communication fundamentals, including Microsoft Active Directory and Group Policy
Working knowledge of service desk applications (e.g. Service Now)
Working knowledge of SQL based databases
Working knowledge of remote management and software distribution

110

Healthcare IT Field Service Senior Desktop Support Analyst Resume Examples & Samples

This position will require availability to travel 50% of the time. We are only considering applicants in the Dallas area at this time
Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting
Working knowledge of Windows, Active Directory, Terminal Servers, Group Policy and/or related

111

Desktop Support Analyst Resume Examples & Samples

Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
Recommend procedures and controls for problem prevention
Work in a team setting and independently, sharing information and assisting others with work orders
Perform necessary diagnostic and corrective actions for hardware and software problems
Responds, resolves, and documents service tickets in a timely manner according to service level agreements or assigned completion dates
Provide 24 x 7 on-call support as assigned

112

Senior Desktop Support Analyst Resume Examples & Samples

Perform analysis, diagnosis, and resolution of hardware and software problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
Prioritize, schedule and update incidents and requests, as well as escalate incidents outside the Help Desk to the appropriate IT teams when required
Provide direct support for Windows and Mac OS X endpoints, ensuring endpoints are up-to date and compliant with IT standard configurations and procedures
Provide support with Audio Visual, Audio, and Video Conferencing equipment and services
Initiate improvements to raise the quality and efficiency of service to end users expanding knowledge base documentation and self-service opportunities
Participate in weekly operational meetings
7+ years in Desktop Support
Solid hands on experience with a variety of operating systems, but primarily Microsoft Windows 7, Windows 10 and Apple OS X
On the job experience or exposure to: Active Directory, Active Sync, Exchange, Apple support. Understanding of network protocols in a Microsoft environment
Experience supporting applications such as: MS Office Suite 2013 & 2016, O365 Email, Cisco AnyConnect
Knowledge of remote deployment tools such as: SCCM, Altiris, or SMS
Excellent oral and written communication skills, including customer facing soft skills, demonstrating personal and business maturity
Strong organizational skills and the ability to prioritize effectively, must be able to perform a variety of tasks and assignments without sacrificing quality of work
Willingness and ability to work flexible hours, and on-call rotation is required
VIP support experience preferred
Experience with full Microsoft O365 Suite preferred

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Desktop Support Analyst Resume Examples & Samples

1+ year of work experience with a Bachelor’s Degree related to Computer Science or Information Systems; 4+ years of related work experience with a High School Diploma / GED
Knowledge and experience working with Microsoft desktop/laptop systems, Windows 7, 8 & 10 and Microsoft Office Suite 2010 and higher required
Knowledge of Local Area Networking, Copper and Fiber Wiring and Network Switches and Routers
General understanding of Wireless Technology and Mobile Computing Devices

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Desktop Support Analyst Resume Examples & Samples

Install, configure, test, maintain, and trouble shoot computer hardware, software, and peripherals in accordance with standardized system configurations
Receive, prioritize, and respond to incoming MACREQ or Help Desk support requests and perform basic troubleshooting of system problems
Perform routine preventive maintenance and identify common hardware problems
Upgrade or replace faulty hardware components, such as hard drives, network cards, optical drives, printers, and monitors
Provide routine training or guidance to system users
Upgrade software applications, maintain software libraries and licensing files; and keep abreast of planned software releases/versions
Maintain adequate repair parts/hardware inventory
Work with other IT groups and vendors during problem analysis/ resolution as required
Prepare and ensure accuracy of documentation, procedures, manuals and check lists
One (1) year of experience in field or support desk required
Installation and support practices and guidelines, in addition to roles and responsibilities of software vendors and clients
Software imaging tools such as Symantec Ghost and Image X
Desktop security tools such as anti-virus, firewall and encryption
Microsoft Windows Domain and Exchange mail setup
Local area network (LAN) components, connectivity, protocols (TCP/IP) and the PC/LAN platform relationships
Remote connectivity tools and VPN client deployment and troubleshooting
Microsoft Operating Systems (Windows XP, Windows 7, Windows 8, etc)
O/S functionality and troubleshooting

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Desktop Support Analyst Resume Examples & Samples

Troubleshoot hard and software issues based on priority
PC Hardware & Peripherals and PC/Laptop Imaging
Perform repairs to equipment failures
Cisco Unified Call Manager
Maintain loaner laptop pool

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Desktop Support Analyst Resume Examples & Samples

Install, configure and troubleshoot software and Microsoft operating system packages including MS Office, Office 365 and Windows. Troubleshoot printing and connectivity issues with PC equipment and remote access solutions including Cisco and Juniper VPN
Computer imaging using Altiris Management Solution
Anti-Virus and Malware remediation using McAfee End Point Protection Console and other remediation tools
Perform software, hardware and operating system upgrades
Assist in identifying new technology trends that can improve business efficiencies
Transporting desktop equipment
Participate in rotating after-hour on call and extended hours support
Participation in large rollouts / upgrades / migrations
Troubleshoot Polycom and Cisco Video Conferencing systems
Setup and troubleshoot audio visual equipment
Advanced desktop and peripheral, hardware and software expertise
Knowledgeable in using and troubleshooting iPhone and iPad and Android Devices
Periodic travel to other Property Management Offices in Manhattan
Knowledgeable in a Microsoft domain environment and Active Directory
Practical Knowledge on services and protocols such as, DNS, DHCP and TCP/IP
Excellent inter-personal, organization, and communication skills
Ability to work closely with other technical resources in resolving issues
Ability to work effectively under pressure while continually satisfying the needs of our end-users
Must be able to work both independently and as a team member
Composed demeanor, professional appearance, positive attitude and customer-oriented approach
Ability to adapt to multiple and rapidly changing priorities and deadlines
Exercises good judgment and uses discretion
Ability to keep processes moving forward and take initiative as appropriate
Minimum of 3-5 years in a support related environment

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Desktop Support Analyst Resume Examples & Samples

Infrastructure (compute, network, storage, virtualization) that supports teachers and their support staff
Systems that enable collaboration across a network of schools in twenty states and Washington DC
Respond to system monitoring alerts and escalate, as needed
Other tasks assigned by direct supervisor
Participate in monthly maintenance to keep systems updated with latest patches
BS in Computer Science/Information Systems or equivalent preferred
Minimum 2-4 years relevant work experience

118

Executive Desktop Support Analyst Resume Examples & Samples

Serves as customer advocate and escalates issues to their appropriate leadership member or team and manage through resolution
Manage the executives expectations regarding technology and processes
Provides training on a 1:1 basis to the executive or assistant
Is a liaison to other IT teams
Required to have excellent written and verbal skills along with the ability to adjust and make split second decisions regarding support needs
Establish trust with customer base and maintain confidentiality
Provide full service support to the executives while in the office as well as after hours
Provide support for executive meeting both local and offsite
Minimum 1 year support experience supporting executives
Technical support expertise on Windows, MAC, mobile devices and printers
Ability to bend, life and carry up to 50 pounds. Extensive walking throughout the campus is required on a daily basis

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Senior Desktop Support Analyst Resume Examples & Samples

Provide telephone and in person technical support, problem solving and troubleshooting for faculty, and staff computers, including Windows OS, Mac OS, Android, iOS and Windows Mobile
Support Microsoft Windows classroom and student lab computers at Chicago Booth Hyde Park and Downtown Campuses
Build and test new computer hardware and software for faculty and staff
Evaluate and recommend new computer technologies use in the Booth environment
Advise end users on hardware and software purchases based on their requirements
Stay informed on technology trends and information resources to provide technology support and guidance
Train faculty, staff and students on the use of personal computers
Escalate and track issues through final resolution, including management notification and vendor engagement
Provide second-level technical support
Provide support during normal shift hours, occasional Saturday shifts, and periodic on-call hours
Provide technical support primarily at the Harper Center in Hyde Park as well as occasionally at the Gleacher Center in downtown Chicago

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Desktop Support Analyst Resume Examples & Samples

2) 3 years supporting Windows - they currently have Windows 7, (handling service requests and incidents)
3) 3+ years providing face to face customer service oriented Deskside Support
Desktop Engineer is strong tier 1 technical support role that deals primarily with hardware and device setups, software installations, and moderate to high complexity hardware/software troubleshooting issues escalated from tier 1 technical support. The ideal candidate must possess a working knowledge of desktop and laptop hardware components, hardware configurations, and have software troubleshooting experience. Desktop Engineer applicants must have been working in a Desktop Support role within the past 2 years. Experience with - Office 365, Microsoft Outlook, Microsoft One Drive, Microsoft Enterprise Mobility Suite, Skype For Business
Experience with - Microsoft Outlook, Microsoft One Drive, Microsoft Enterprise Mobility Suite, Skype For Business
Good working and troubleshooting knowledge of Windows 7
Basic Microsoft Active Directory knowledge and usage
Excellent time management skills are needed to multi-task work quickly and balance multiple tasks at once while maintaining service level agreements with business units
Good communication skills is one of the most important facets of Desktop Engineer job role in maintaining high customer service levels

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Desktop Support Analyst Resume Examples & Samples

Install, configure and troubleshoot software and Microsoft operating system packages including MS Office, Office 365 and Windows
Troubleshoot printing and connectivity issues with PC equipment and remote access solutions including Cisco and Juniper VPN
Support and knowledge of printer server and related management and troubleshooting
Anti-Virus and Malware remediation using Cylance & McAfee
Utilize and support McAfee’s EPO End Point Encryption system
Perform PC software, hardware and operating system upgrades
Support and troubleshoot VoIP and Video Conferencing systems
Advanced desktop, peripheral, hardware and software expertise
Effectively utilize BMC’s Remedyforce Help Desk ticketing system
Escalate unresolved issues to respective area on a timely basis
Provide coverage answering help desk calls to troubleshoot and resolve client issues as needed
Assist in entry-level networking tasks including but not limited to daily data backup procedures
Practical knowledge on services and protocols such as DNS, DHCP and TCP/IP
Organized, efficient and able to work under pressure
Working knowledge of Altiris systems management console
Minimum of 4-6 years in a support related environment

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Desktop Support Analyst Resume Examples & Samples

Assist in providing desktop services to end-users in local offices and to remote offices daily, including PCs, telephones, mobile phones, network equipment and other IT services
Prioritize and manage service support requests in line with expected service levels targets
Monitor and update the service delivery system for assigned tickets and assigned locations and/or projects
Must be able to deploy image and software to computers locally and remotely
Preparing and providing support documentation, including procedural documentation when required, including providing user and group training as required
Manage the breakdown, relocation and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations as assigned by support lead
Promote and adhere to departmental and organizational information security policies, standards and procedures
Perform other related duties incidental to the work described
Strive for excellence in customer service in line with the company values and expectations
Ability to work overtime or flexible time when required
Currently studying for a college degree with some experience in desktop/technical support in a Microsoft Windows network environment
Proficiency in desktop/technical support in a Microsoft Windows network environment
Ability to support Dell and/or HP laptop/desktop and Microsoft Office software suite is required
Knowledge of engineering software such as Autodesk, ESRI and Bentley products, is a clear advantage, but not required
Familiarity with standard helpdesk software and a good knowledge of remote user support
Excellent understanding of MS productivity products, including MS Office2010, 2013, Office 365
Application Support for Adobe Acrobat, and other current and new applications that exist within the organization
Windows Active Directory User and Computer Administration
Strong analytical, problem solving and troubleshooting skills
Ability to function well in a team environment
Strong customer focus skills

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Desktop Support Analyst Resume Examples & Samples

Provide IT support for location users: hardware, software and services
Maintain local IT infrastructure: servers, network, telephony, entrance control, video surveillance systems
Maintain location specific software solutions (MES, DMS)
Participate in IT projects, delivering new IT services for location or globally

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Desktop Support Analyst Resume Examples & Samples

Install, upgrade, and support hardware and software for desktop and laptop computers
Basic troubleshooting of LAN connectivity issues
Updates incidents/requests in incident management software
Communicates with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete
Assist in user and hardware movement and branch relocations/build-outs
Engages other IT resources to resolve incidents that are beyond the scope of their ability or responsibility
Creates a positive customer support experience and builds strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude
Three years technical support experience similar to the responsibilities in this role
Competency in MS Office Suite & Windows operating systems (7 & 10)
Basic user and security group administration through Active Directory
Knowledge of configuring, troubleshooting & repairing hardware including PCs and printers
Willingness to learn continuously evolving company and industry specific applications, technology, and terminology
Demonstrated ability and desire to provide first-rate customer service
Excellent organizational and time management skills with strong attention to detail
Valid US driver’s license
Bachelor’s degree in Information Systems, Computer Science, Business or related field preferred
A+, Network+, Security+, MCSA, Microsoft Certified Desktop Support Technician or similar certifications preferred
ITIL v3 Foundations exposure or certification valued

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Desktop Support Analyst Resume Examples & Samples

Workstation adds/moves/changes for over an environment with 100+ users
Installs, configures, troubleshoots and maintain hardware, software and printers
First line of support for any technical issues
Be on-call for escalated requests occurring during business and non-business hours
Knowledge of both PC and Mac systems and other platforms
Knowledge of CRM programs
Experience working with a variety of servers
Special projects, Ad-hoc requests
Bachelors degree with a minimum of 3-5 years experience in Computer Science, Database, IT, Networks or Business Information Systems
Excellent problem solving and critical thinking skills
Professional work attitude
Stellar time management and priority handling
Flexibility with respect to technology and organizations

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Desktop Support Analyst Resume Examples & Samples

Provide appropriate support to resolve technical issues on PC and Mac platforms for approximately 100+ corporate users as well and 40+ stores
Provide telecom support in HQ. Partner with vendors to troubleshoot and resolve issues and requests expeditiously
Ensure service levels for customers are met, identifies opportunities for improvements and implements these as agreed
Test, configure, install and manage and repair of all IT related equipment (Hardware and Software)
Knowledge base documentation contribution
Accurately log and track ticket related workload
Ensure internal customers are kept informed at all times regarding the status of any outstanding issue they have placed with the IT

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Desktop Support Analyst Resume Examples & Samples

Ensure the stability, integrity, and efficient operation of information systems that support core organizational functions and C-level staff
Monitor, maintain, support, and optimize all networked software and associated operating systems
Apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues
Install and maintain a variety of scientific applications
Install and maintain Microsoft operating system and Microsoft Office
Able to provide On-Call after-hours support
Document incidents and problems and corresponding solutions
Provide updates at daily and weekly meetings
Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service

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Desktop Support Analyst Resume Examples & Samples

Provide support to Guidewire executives
Provide end user training on various services and systems
Provide meeting support with Audio Visual, Audio, and Video Conferencing equipment and services
Participate in assigned IT Projects
Experience supporting applications such as: MS Office Suite 2013 & 2016, O365 Suite, Cisco AnyConnect, Webex, Lifesize
VIP/Executive Management support experience required
Experience with full Microsoft O365 Suite required
Experience evaluating and testing new products and communicating pros/cons of usage
Experience creating easy to use end user and technical support documentation
A fundamental understanding of virtual environments, utilizing such tools as VMWare & Virtual PC
Aptitude for understanding and troubleshooting hardware and software problems and ability to determine user needs
Knowledge and experience with remote troubleshooting; able to troubleshoot without seeing the system
Be a team player. Ability and desire to share knowledge with members of the team
Physical ability to lift and install equipment (computers and peripherals) in and around desks and small places

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Senior Desktop Support Analyst Resume Examples & Samples

Manage support requests through a ticketing system, using clear and detailed communication
Manage users and permissions through Microsoft Active Directory
Test software packages for our Mac and Windows environments
Identify systemic issues and escalate appropriately to the relevant Engineering teams
Application support for Microsoft Office, Google Apps, McAfee Antivirus, Okta, 2 Step Verification, and anything else we throw at ya!
Ensure SLA’s are consistently achieved or exceeded
Participate in strategy and roadmaps for equipment standards, Windows / Apple OS upgrades, and application updates
Ensure SOX compliance by completing daily audits
Ensuring standards are consistent across the global enterprise
Testing and validation of corporate images
Ability to work autonomously, in the office, and in a team environment
Ability to lift at least 50 lbs
5+ years of enterprise Mac and Windows desktop support experience for companies with a global presence and 5,000+ users
Apple hardware and software support experience
Windows hardware and software support experience
Experience managing Mac environment using Casper Jamf
Microsoft Office and G-Suite support experience
Strong communication skills, with a knack for explaining technical concepts to non-technical people
Process orientated, with meticulous attention to detail
Strong documentation skills are required for process and procedure development - a must
Professional, relevant examples of your ridiculous attention to detail and exceptional customer service skills
Enterprise Mac and Windows desktop support experience for companies with a global presence and 5,000+ users
Computer Science degree or CompTia A+ certification required
ACSP/ACMT certification or MTA/MCSA required
All other assigned duties

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Desktop Support Analyst Resume Examples & Samples

Ability to listen in an engaged manner
Ability to speak in a clear and calm manner in all customer interactions
Ability to provide fact-based feedback to peers and peer teams
Ability to respond to inquiries or complaints
Ability to collect data, establish facts, and make valid conclusions
Ability to understand which incidents can be resolved within Desktop Support team and which need escalated to Tier 2 / Tier 3 teams in a timely manner
Advanced knowledge of current Windows OS (current defined as Microsoft supported operating systems)
Advanced knowledge of common client software, advanced knowledge of common endpoint hardware
Ability to work well in a team-oriented environment

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Desktop Support Analyst Resume Examples & Samples

Support role: Support the business on all client facing aspects of infrastructure including acquisition, configuration installation and/or relocations of desktops, laptops, printers, mobile devices, security, LAN connectivity, server backups and maintenance, communication devices, swipe card and security cameras, etc
Design/Development Role: Perform as a team member for the future client facing (or front office) components or projects for the Tate & Lyle Infrastructure
Resource role: Assist in the performance of tasks as requested by various IT support functions (Communications, Technology, SAP and NON-SAP Applications groups)
Project role: Undertake a contributor or lead role in small projects as desired/assigned
Undertake functional responsibility for some parts of infrastructure (communications/server technology)
Perform in a 2nd line support role for incidents and service requests received from the Service Desk
If required, be available for non-standard office hours to address incidents / issues / requests that might arise in the IT Operations area which are deemed critical to business integrity
Be proactive in improving infrastructure operations
Evidence of the ability to assume a project leadership role on small to medium size projects
Working understanding of computer hardware and operating systems, specifically HP desktops, laptops, printers and current Microsoft operating systems & office solutions
Working understanding of server hardware, configuration, and trouble shooting
Working understanding of print servers and their operation
Thorough understanding of computer hardware and operating systems, specifically HP desktops, laptops, printers and current Microsoft operating systems
Thorough understanding of mobile technology with emphasis on iOS based devices
General understanding of local area networks, switches, routers, and infrastructure cabling
Proficiency in Microsoft Office applications

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Desktop Support Analyst Resume Examples & Samples

Based in our Paris office, this role reports into our EMEA Desktop Support Manager based in the UK, working closely with our EMEA Desktop Support Lead, also UK based. It provides support responsibilities for our rapidly expanding team of 145 employees onsite. Joining a team of 5 other Desktop Support Analysts across Europe, you may also take on wider remote support responsibilities as and when required
3+ years’ experience of Desktop IT support in a predominantly Microsoft Windows environment including MS Office and Outlook with at least 1+ years of this experience being second level support
3+ years’ experience with hardware, network, and peripheral support (fax machines, network printers, scanners, modems, hubs, smart phones, and cabling) (NB Concur has a separate Networks & Server team)
OS beneficial (not mandatory as we can cross-train)
Active Directory Administration for user and computer account management preferred
A+ certification or equivalent required
VB scripting experience preferred
MCP or MCDST certification preferred
Proven proficiency in a LAN / WAN environment
Lenovo certification preferred
A good demonstrable knowledge of spoken and written English language is a must
Provide software (70%) and hardware (30%) support related to all end user technical issues. Typical tasks would include Microsoft Windows (85%) and Apple Mac (15%) troubleshooting, Outlook email support, new software installation and configuration. Some basic server support of adding/deleting/moving users may be required
Log and diagnose (or escalate for additional action) all Helpdesk problems, issues and trouble calls

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Desktop Support Analyst Resume Examples & Samples

5+ years of Tier 2 Mac Desktop Support
Instruct users in use of equipment
Recommend or perform actions to correct problems
Escalate critical issues according to company policy
Set-up, configure, upgrade, and maintain all laptops and desktops
Participate in the integration and support of the telecom system
Proactively monitor, analyze, and troubleshoot issues
Perform quality assurance when required
Test and evaluate new technology
Systems setup and admin skills
Ability to multi-task and manage multiple demands and projects on deadlines
Ability to follow verbal and documented procedures
Strong knowledge of telecom implementation and support

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Desktop Support Analyst Resume Examples & Samples

Quickly understand business issues and data challenges of the customer. Critically evaluate information gathered from multiple sources, reconcile conflicts and decompose high-level information into details; abstract up from low-level information to a general understanding
Understand end-to-end business and technical flows, including impacts to operations
Collect, review, edit and prioritize business requirements, specifications, processes and recommendations related to proposed solutions Distinguish user requests from the underlying true business need
Collaborate with other business analysts to establish the technical vision and analyze tradeoffs between usability and performance needs
Achieve a balance between individual, departmental and organizational needs
Monitor customer satisfaction to improve the quality of services
Understand system validation and documentation in a regulatory environment
Demonstrate a willingness to accept new or additional responsibility
Excellent PC skills: Opera, Symphony, MS Word, Excel, Visio, SnagIt and PowerPoint and Micros Products
BA or BS in computer science, mathematics or a computer-related field and 5 or more years of related experience or equivalent combination of education and experience
5 or more years of business application analysis experience
Excellent organizational, research and presentation skills
Strong analytical and project management skills required, including a thorough understanding of how to interpret customer business needs to translate them into application and operational requirements
Excellent listening, verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers and subject matter experts
Proven leadership experience and business analysis skills
Ability to provide reliable time estimates and to handle multiple tasks at one time
Experience with client/server-based systems
Understanding of relational database concepts and products
Knowledge of networking protocol

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Client Field Desktop Support Analyst Resume Examples & Samples

Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations
Escalate to B3 Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site
When required – provides onsite shadowing to Program Field Service Team
Basic installation and maintenance of technical products

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Desktop Support Analyst Resume Examples & Samples

Install, configure and troubleshoot hardware such as laptops, workstations, printers, phones, video conference units and mobile devices
Support for Audio/Visual solutions, windows, and remote VPN
Troubleshoot WAN/LAN and TCP/IP connectivity issues across a variety of technologies
Support Security Standards (anti-virus/anti-spam/firewall/patching)
Initiate and track service requests with 3rd party vendors
Work with a variety of teams to identify and resolve issues
Create and maintain user account information (including access rights and group memberships)
Maintain passwords, data integrity, system access and security for Desktop technologies
Participate in on boarding and training new team members
Subject Matter Expert in one or more Desktop Technologies
BS in IT, CS or related discipline or equivalent work experience
A minimum of 2-4 years' experience in desktop support in a professional environment is required
Experience with support ticket management and tracking
Demonstrate strong customer service focus, analytical, problem solving and teamwork abilities
Experience providing support and communicating across multiple levels of the organization
Experience prioritizing projects and tasks effectively to complete deliverables on time
Ability to take the initiative to work, develop solutions and make technical recommendations independently
Strong communication skills - both verbal and written - must be able to communicate clearly and with the right level of detail
Ability to communicate technical issues to a non-technical audience
Quickly gains knowledge, understanding, or skill; readily absorbs and comprehends new information from formal and informal learning experiences
Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error
Approaches change objectively; treats change and new situations as opportunities for learning or growth
Proven track record in specific technologies SDFC supports
Windows 7 and MAC
Cisco IP Phones
Exchange
Cisco VPN
Multitude of security tools on the client side, including Encryption
Video Conferencing
Blackberry
MCSE, ITIL, Cisco, Linux, Mac or other standard IT support certifications
Knowledge of Basic Exchange & mailbox management concepts
Knowledge of Cisco software and hardware a plus
Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor authentication)
Basic DNS and DCHP knowledge and troubleshooting
Experience with Agile or Six Sigma methodologies
Demonstrated project methodology skills
Experience working in the High Tech industry or working in a multinational organisation's IT environment

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Desktop Support Analyst Resume Examples & Samples

Two (2) or more years of experience providing desktop/network support
Experience working with a wide range of computer network systems including Windows servers and networking applications
Experience providing technical training and support to users
Demonstrated commitment and leadership ability to advance diversity and inclusion
Ability to install, configure and maintain personal computers, networks and related hardware and software

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Desktop Support Analyst Resume Examples & Samples

Delivery of support and pro-active maintenance work, resolving incidents within defined Service Level Agreements and delivering enhancements to agreed times and costs
Maintain technology standards and ensure proper procedures and policy is adhered to
Contribute to the development and delivery of IT including actively identifying ways to improve the service we provide
Liaise with customers and colleagues effectively ensuring that all work is done in a professional and courteous manner and that updates are provided regularly to all stakeholders
Participation in on-call rota activities and out of hours support when required
A committed team player with at least two years experience in a customer facing IT support role
Microsoft Operating Systems including Windows XP and Windows 7
Microsoft Office Suites including Office XP, 2003 and 2010
Microsoft System Centre Configuration Manager
Remote access technologies such as Juniper Secure Access
IP Networking (DNS, DHCP and associated technologies)
Have the ability to approach technical problems in a thorough and logical manner
Have good communication and presentation skills
Be a valued team player
Be trustworthy and self motivated

139

Temporary Desktop Support Analyst Resume Examples & Samples

Configure, deploy, maintain, troubleshoot and support computer workstations (PC and Mac), laptops, printers, mobile devices, phones and other computer and telecommunications equipment
Work in conjunction with the Rodale Helpdesk to promptly resolve issues, addressing assigned incidents in a timely manner, and updating incident details via an online incident management system
Bachelor’s Degree in Computer Science, MIS, or equivalent experience
Formal training on Apple OS and hardware is beneficial
Minimum of 2 years experience providing technical support for Apple and Microsoft
Windows systems in a Windows server environment
Knowledge of Adobe Creative Suite is a plus
Must be energetic, innovative and able to communicate clearly, both verbally and in
Writing, with all levels of staff and management
Must be able to effectively manage multiple priorities and tasks within predefined time frames
Must have a good technical aptitude, solid interpersonal skills, and a history of helping users solve computing technology problems
Must be able to demonstrate strong attention to detail and follow through on active initiatives

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IT Desktop Support Analyst Resume Examples & Samples

Be skilled at installing and configuring end user applications and software
Assess conflicting priorities and demands whilst managing parallel work-streams
Maintain hardware asset database for compliance with internal and external audit requirements
Take ownership of support incidents from start to finish and escalate if required
Build/Deployment for Windows and Mac hardware
Administration of user accounts using Microsoft Active Directory
Support and configuration of Microsoft Office package & Office 365 services
Support/user admin of telephony and perform user admin on Cisco CUCM/HCS platform
Knowledge of TCP/IP networking including DNS & DHCP
Basic windows server support – file/print services
Mobile device support – specifically Apple iPhones and iPads
Experience working with a ticketing system/service desk. Familiar with ITIL best practices

141

Desktop Support Analyst Resume Examples & Samples

Provide end to end asset management lifecycle support, such as
The successful candidate will have a strong knowledge of asset management, general desktop support, and security best practices
This position also requires a degree of physical labor with the ability to lift asset items that weigh up to 50 pounds
They will need strong interpersonal skills and can work independently as well as in a team environment
Previous experience recording and updating Incidents, Assets, and Configuration Items within an ITSM application (preferably ServiceNow)
Working knowledge of Microsoft Windows 7, 8, 10, and Apple Mac OS 10 which includes installing, updating, troubleshooting, and problem resolution
Strong knowledge of disk encryption, anti-virus, and remote system management tools
Flexible work schedule which may require early morning, late evening, and occasional weekend hours
Previous experience with ServiceNow, LANDESK, JAMF Casper, BitLocker, FileVault, ESET, Active Directory, and updating and installing software on both Microsoft Windows and Apple Mac OS based computers

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Desktop Support Analyst Resume Examples & Samples

Maintain inventory of PC’s, monitors, mobile devices and other peripherals for new users and break fix
Track license usage and maintain license inventory for desktop software (i.e. Acrobat, Visio)
Configure and deploy new business PC’s and mobile devices
Proficiency at managing work via an IT Service Management system to complete service requests and resolve issues, including following documented processes and documenting work completed
Training of new users
PC, MAC and mobile device (iPhone / iPad) break fix
PC, MAC and mobile device (iPhone / iPad) IMAC (installs, moves, adds, changes) Install/remove peripherals,Install/remove additional software
Support for MS tools including: Windows, Office and O365(Word, Excel, Outlook, PowerPoint, etc)
Support for remote access
Support Video Conferencing and other conference room equipment
Printer/Copier support break/fix, manage consumables, etc
Grant “approved” access for users to shared folders and Enterprise apps
Ability to support VIP and company executives, often remotely
Ability to support remote users
Provide “hands and feet support” to IT to facilitate remote support of IT infrastructure (i.e. servers, network)
Must be able to work 8am to 5pm for onsite support with ability to work some overtime, including evenings and weekends
Ability to work shifted/extended schedule in support of critical meetings or other support requirements
Related industry standard certification such as A+, or AA Degree highly desired
Experience in IT Desktop Support and/or Help Desk Technician
Experience supporting active directory based Windows 7 clients
Experience supporting Apple MAC, preferably in a networked, active directory environment is a plus
Experience supporting mobile devices, such as iPhone, iPad, Android
Excellent communication and customer service skills
Experience supporting Executives and VIP’s a plus
Ability to lift 25 to 40 lbs
Hands on experience in the areas of

143

Desktop Support Analyst Resume Examples & Samples

Establish and maintain effective relationships with both business and IT staff
Manage help desk tickets for internal customer requests and provide solutions
Perform initial troubleshooting; resolve problems or communicate issues to advanced support
Assist in issue resolution and follow-up
Maintain/Modify scheduling software (Skybot) for daily/weekly/monthly batch processing
Maintain/Modify employee information in Microsoft Active Directory and Exchange
Communicate issues to outside partners or vendors when needed
Execute and modify scripts to load data required for Marketing Campaigns
Provide desktop support of Microsoft related products; laptops, printers, Interactive Intelligence telephone system and cell phones
Assist with office set-up's or staff / cubicle moves as needed
Willing to share off hour support responsibility with other IT staff for critical business impact issues
Experience with Network Support, MS Exchange or Active Directory is a plus
Experience with Telephone Systems (esp. Interactive Intelligence) is a plus
Experience with PC and hardware break/fix and software is a plus
Experience in a Production Support role or supporting a call center is a plus
Experience writing SQL queries or executing SQL scripts is a plus. Willing to train
Must be professional and customer service driven!
Ability to multi-task and work independently on assigned tasks
Ability to work closely with both business users and the IT support team
Highly motivated and willing to learn

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Desktop Support Analyst Resume Examples & Samples

The candidate should be willing to take full “ownership” of tasks from inception to implementation
Maintenance and support of Server, Desktop, Software, and applications
Respond to requests for technical assistance in person, via phone, electronically
Configuration of new, upgrade, maintenance, and replacement of desktops/laptops
Log all help desk interactions
Part of monthly rotation for after hour support (1 week per month) – after hours support is paid separately

145

Desktop Support Analyst Resume Examples & Samples

Work onsite at Market Location, supporting our client hospital facilities for NTT DATA Services
This position requires direct interaction with the hospital’s end users in support of their desktop computers
This position will report to the hospital Market IS Director and will provide system support for all client workstations
They will investigate and suggest new, or enhancements to, current practices, policies, procedures, or other actions that result in enhanced workflow, reduced costs, increased productivity, increased employee satisfaction, as well as continual compliance with company requirements
They are responsible for installing and maintaining all workstation hardware and client software -They will educate the user on basic applications with basic training and support as needed
This position also includes ensuring customer satisfaction while providing service and support for all customer service requests

146

Client Field Desktop Support Analyst Resume Examples & Samples

Hardware break/fix
Ticket tracking, with full documentation of all work performed
Ability to interact with different Academic Departments and end-users at all knowledge levels
Travel in and around the Boston/Cambridge area; must be able to carry various laptops and/or peripherals

147

Desktop Support Analyst Resume Examples & Samples

Possesses best in class customer service and organizational skills to support executives, department heads, supervisors, administrative personnel, and other internal clients
Excellent understanding of desktop software/hardware including printer hardware, and the subsequent implementation, support, and repair of all end user devices
Deploy and maintain new production workstations
Excellent understanding of desktop Operating Systems from Microsoft and Apple
Excellent understanding of mobile technologies and their implementation in a corporate environment
Experience in Google Video Conferencing, Google Hangouts and other video conference technology and support
General understanding of desktop imaging technologies, networking protocols, topology, Active Directory, Group Policy, DNS, LDAP, ActiveSync, AirWatch & VPN
Experience Supporting Google for Business and G-Suite
Listen to customers’ concerns to exceed their expectations
Multitasking experience; ability to prioritize to meet required schedules
Employee must be able to lift 50 pounds and have the ability to move desktop hardware
Excellent verbal communication skills as well as ability to articulate thoughts and concepts to a variety of audiences in written correspondence and documentation
Works equally well in both independent and team environments and be flexible and adaptable to constantly changing environment and client needs
After hours, weekend, and holiday work may be required depending on work volume, outages, and emergency situations
Flexibility around shift work based on project and business needs
Achieve and possible exceed SLA requirements
Ability to work on special projects and other tasks as assigned by the management team
Actively pursue current IT industry trends and technology, specifically for Microsoft and Apple platforms
Provide prompt, confidential, and reliable technical support for users’ computers and mobile devices. These daily support functions generally require immediate response and resolution.The support portfolio includes software, application, hardware, and mobile device support
Carry out installation, configuration, staging, setup, moving of PC and Macintosh computer equipment, peripherals, and software following the established standards and guidelines
Maintain physical inventory of hardware and software following HBC pre-established guidelines and policies
Light local travel might be required for supporting satellite offices; employee must have the ability to provide their own transportation to and from satellite offices
Minimum of 4 years end user support experience
Minimum of 4 years of Mac/Apple experience
Prior experience support conference rooms & AV equipment
Prior experience with desktop support, wireless networks, and mobile devices, including MAC iPad, iPhone, and BlackBerry
Experience with Google’s G-Suite a plus
Experience with Service Now or JIRA Ticket Management Tools
Ability to communicate effectively with users and management
Tracking and updating for chronic issues within the environment

148

Desktop Support Analyst Resume Examples & Samples

Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature
Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment
Install and support PC, laptop, tablet and mobile hardware and software (certifications from CompTIA, Microsoft or HDI are a plus)
Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule
Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems
Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions
Knowledge – Know your way around desktop hardware, software applications, operating systems and network connectivity
Creative problem-solving – Resolve problems quickly and efficiently to provide ultimate customer service
Teamwork and collaboration – Work well in a team-oriented environment
Mobility and flexibility – Be willing to take on a new position or accept additional responsibilities when asked
Self-discipline and focus
Beginner to Intermediate level with 1 to 3 years of experience in desktop and help desk support
Education – Possess or working towards a computer science degree and one or two certifications from entities such as HDI or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator)

149

Line Remote Desktop Support Analyst Resume Examples & Samples

Familiarity with remote software tools
Able to manage workload and prioritise based on call severity
Strong customer facing skills
Good knowledge of Office 2010/365
Problem solver
Keen to lear
Methodical and process driven
Able to work effectively under own initiative
Ambitious
Good understanding of Active Directory
Knowledge of Citrix
Qualification in MS technologies

150

IT Desktop Support Analyst Resume Examples & Samples

Enter Commands and observe system functioning to verify correct operations and detect errors
Setup equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
Install and perform minor repairs to hardware, software, or peripheral equipment, following the design of installation specifications
Maintain records of daily problems and remedial actions taken, or installation activities
Confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
Develop training material and procedures, or train users in the proper use of hardware or software
Confer with staff, users, and management to establish requirements for new system or modifications
Work with third party vendors when necessary
Associate’s degree in a related area or 3-5 years of experience in the field or in a related area
3 – 5 years IT related experience in Desktop Support Capacity
3+ years’ experience in customer service related work
Advanced technical knowledge and hands-on expertise with the administration and troubleshooting of desktop client software/hardware including windows 7, Microsoft Office, and Enterprise systems
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and scripting
Knowledge of transmission, broadcasting, switching, control and operation of telecommunications systems
Fine-tuned and advanced troubleshooting skills in Windows 7
Strong analytical skills and problem solving ability
Strong interpersonal and communication skills including excellent listening skills and verbal communication
Customer service mindset
Dynamics AX technical/support knowledge considered a major plus
Communication and presentation skills
Able to present ideas in a user-friendly language
Action orientated and ability to work alone with little or no direct management
Must be prepared to travel if needed

151

IT Desktop Support Analyst Resume Examples & Samples

Troubleshoots and resolves PC hardware, software, terminal, and printer equipment issues
Responds and fulfills end-user requests for PC hardware and software related services
Performs support and maintenance of Austin and Round Rock server and data network environments to ensure maximum availability
Uses corporate standard IT request management/time tracking tools to manage assigned Incidents and Service Requests, prioritize work effort, and track progress against deadlines/milestones/service levels
Determines and resolves PC software problems and provides technical support of PC software including interfacing with technical support staff from various software and hardware vendors
Installs, configures, documents, and maintains PC hardware, terminals, and printers
Installs and configures PC software such as Windows operating system, Microsoft Office, VPN software, etc
Maintains inventory of plant PC hardware, PC software, terminals, and printers following corporate IT standards and using enterprise tools
Maintains knowledge of current PC hardware, PC software, and network capabilities
Maintains Austin and Round Rock desktop support documentation and knowledge articles
Follows corporate processes and standards. Examples include Enterprise Architecture standards, ePMO processes for project planning and execution, IT operations processes and performance metrics as defined by governing corporate entities
Prioritizes work effort to ensure that commitments made to plant staff to deliver projects and/or daily operations services are met on a consistent basis
Participates in the plant IT infrastructure 24x7 coverage model for Austin and Round Rock
Changes work behavior as instructed by the Austin IT Infrastructure Manager to drive service quality improvements when necessary
Maintains knowledge of current PC hardware, PC software, AS400, server and network capabilities
Manage small to medium projects as needed
Must have effective verbal communication skills to handle Help Desk activities
Must be able to maintain strict confidentiality for all reports printed in the computer room
Must be able to maintain strict security for all User profiles and passwords created
Work on special projects as they arise
AS400 and data communications experience is desired
Experience supporting large scale telephony environment
Experience installing, configuring, and supporting Windows operating system required
Experience building and configuring desktop and laptop PCs in a Windows environment required
Demonstrable experience in the identification, description, analysis, and solution of system related software problems and a sound understanding of system hardware functionality
Experience in systems analysis and design is desired
Practical knowledge of ITIL best practice process framework for IT Operations is desired
Good interpersonal skills are required
4-6 years demonstrable technical experience in mid-range, PC, and network system software

152

Desktop Support Analyst Resume Examples & Samples

Day to day support tasks in support of end users in person and via phone/remote
Ensure appropriate ticket detail
Completion of daily, weekly, and monthly reports
At times this role would require off hours support and some weekend support
1-3 years or more of current experience working a technical support department
Training on Microsoft software and Dell/Toshiba hardware
Patient personality in a fast paced environment

153

Desktop Support Analyst Resume Examples & Samples

Windows Operating System support and troubleshooting
MS Office Suite (especially Excel) support and troubleshooting
IPhone/Blackberry/Mobile Device support and troubleshooting (both hardware and software)
Desktop network connectivity support and troubleshooting
Experience supporting an Active Directory integrated environment

154

Desktop Support Analyst Resume Examples & Samples

Participate on a cross-functional team designing, building and testing solutions to support the desktop Windows and Mac environments
Maintain inventory of installed software, manage software licensing
Technical support for cell phones, printers, workstations and client side issues
Coordinate hardware warranty repair
Successful interaction with all levels of management
3+ years' experience in a mid-sized organization, performing customer-facing/end-user technical support
Knowledge of Microsoft products including Windows 7, Windows 10, Office suites
Active Directory – user and group administration
Familiar with network protocols
Excellent organization, communication and written skills
Demonstrated ability to apply critical thinking to solve problems
Ability to adapt to the changing needs of the company
Ability to manage multiple priorities and maintain professionalism under pressure
Associates degree or higher or related field experience
Experience providing desktop support in a Corporate environment
Experience supporting any or all of the following
Experience with SCCM
Any relevant certification a plus

155

Desktop Support Analyst Resume Examples & Samples

Bachelor's degree in Computer Science or equivalent work experience
Working knowledge of Local Area Networks (LAN) and mainframe systems
Ability to use standard desktop tools effectively, including Microsoft Office and Lotus Notes
Verbal and written communication skills in English
Availability to work afternoon hours: 14-22

156

Desktop Support Analyst Resume Examples & Samples

Track, elevate, and/or resolve technical issues for personnel
Generate weekly, monthly, and quarterly results of related helpdesk tickets; assisting supervisor on determining trends
Provide hands-on user support on various applications and technology, including but not limited to: Microsoft Office 365, Adobe DC, Adobe Creative Cloud, iPads, Desktops, Laptops, and iPhones
Deliver desk-side and stand-up training to facilitate end-user learning
Coordinate with administrative staff and Department of Technology Services (DTS) to procure software, hardware, and mobile devices
Apply upgrades and patches to software applications beyond the standard build

157

Desktop Support Analyst Resume Examples & Samples

First level support for Nashville Corporate Office
First level support for Audio/Visual and telecom issues and some hardware and software support
Ensure accuracy of asset management database with regard to Audio/Visual and telecom related assets/software
Assist with deployments of software/hardware to corporate campus and other project related implementations
Provides after-hours and on-call support as required
Participates in IT&S and departmental project activities or other duties as assigned; such as: attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation (onsite or remote), etc
Provides system administrator training to facility super-users, IT support staff, and all other identified individuals
Creates documentation of best practices as needed
Special project work such as participating in monthly vendor meetings, providing input on projects
5 or more years
Experience conferring with technical and functional experts at all levels of the enterprise in a problem-solving environment
Experience that includes direct customer interaction
Demonstrated ability to facilitate groups of people in a problem-solving environment
Demonstrated ability and desire to learn line of business and business terminology
Demonstrated experience with problem tracking and trending
High level of patience, empathy, courtesy and listening skills required in dealing with customers and their issues
Ability to judge severity of issues and use discretion in obtaining required services
Ability to work independently with minimal direct supervision
Above average communication and telephone skills
Ability to succinctly communicate verbally and in a variety of media
Strong interpersonal relationship skills and the ability to work with a team
Customer service training or experience
Root cause and trend analysis experience
A working knowledge of providing customer support using BMC’s Remedy
A working knowledge of Active Directory/NT Account administration
Understanding of IT Infrastructure Library (ITIL) and project management

158

Desktop Support Analyst, Level Resume Examples & Samples

Complies with and supports ITIL change-incident-problem management processes and work instructions
Troubleshoots incidents and fulfills requests within established SLAs
Adheres to Desktop and End User Computing processes, procedures, policies, and job aids
Provides a high level of customer service
Partner with Business Units, Active Directory, Messaging, Network, Engineering, Information Security, Service Desk and vendors
Perform asset inventory activities as needed
Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management
CompTIA A+ certifications preferred
Minimum 3-year experience in an information technology technical support position providing computer support and break/fix services
Familiarity with Software Distribution tools such as SCCM preferred. Service Now is a plus
Experience with Windows OS, MS Office, Active Directory, Group policies, anti-virus software, Windows domain networking, local area networking
Experience with wireless technology such as Android, iPhones, iPads, Tablets, remote access software, wireless routers, personal firewall, VPN and Citrix
Strong written/verbal communications skills, and possess the ability to interface with end-users effectively at all levels of the organization
Ability to handle heavy volume of equipment deployments and Incidents
Physical ability to lift 30-50lbs daily
Self-motivated and willingness to adapt to different roles within Desktop Support services
Possesses a friendly, can-do attitude

159

Desktop Support Analyst, Level Resume Examples & Samples

At least 2 years of experience in the field or in a related area required
Strong Microsoft operating System installation and troubleshooting skills
Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
Broad experience in IT related services with basic understanding of Networks, Intel
Servers and Telecoms
Must be detail oriented and self-motivated
Rotational On-call for executive support

160

Executive Desktop Support Analyst Resume Examples & Samples

Deploy and maintain mobile equipment like smartphones and tablets
Participate in a 24x7 on-call rotation supporting all executives
Make recommendations for improvement in processes and procedures
Participate on cross-technology teams
Troubleshooting customer problems that are beyond the skill level of the Desktop Technician
Act as an escalation point for desktop technicians
Associate’s Degree (minimum)
3+ years of experience in infrastructure and/or desktop support arena
Advanced technical troubleshooting
Strong remote support skills and familiarity with remote support tools
Outstanding professionalism, interpersonal skills, and the ability to team well with others
Self-discipline and motivation
Communicate verbally, in writing and through presentation to peers, supervisor and customers
Prioritization and scheduling
Flexibility with work schedule
Ability to lead a project
Ability to follow directions

161

Desktop Support Analyst Resume Examples & Samples

Provides network and desktop technical support to approximately 30 users
Remain current on developments in microcomputer desktop and network hardware/software offerings
Monitor nightly status of backups, addition of users, deletion of users, departments, problem areas, usage statistics, etc
Provide assistance to team members where needed
Assist Network Team with server and networking support duties
Resolving technical problems in a call center/help desk environment
Setting up new computer hardware and software for users
Training users in use of application software
Manage RF gun support and management using technologies and tools such as Wavelink and Symbol
Work with Distribution Center Operations personnel to resolve technology issues in the warehouse
Address printing problems in office and warehouse environment
Maintaining hardware/software inventory and problem log
Performing functions related to maintaining and improving the desktop operating environment
Work with application and hardware vendors to resolve problems

162

Senior Desktop Support Analyst Resume Examples & Samples

Bachelors degree in related field or equivalent work experience
2+ years experience in related field preferred
Applicable technical certifications preferred
Identifies possbile solutions to a variety of technical problems and takes actions to resolve

163

Desktop Support Analyst Resume Examples & Samples

Responding to incidents and requests for Tier 1 support
Triage incoming support issues and determine severity and impact, escalating when appropriate to higher tier support. Providing information to Tier 2 & 3 support as needed
Participating in maintenance activities on hardware, operating systems, and software applications, and, with supervision, making physical changes to PC, server, and network storage hardware
Maintaining the alert/notification systems, and creating/modifying support documentation
Travel between locations for support activities
Ability to provide world class customer service to HomeAdvisor employees and partners through phone, email and desk-side support
At least 2 years of experience in a technical support position of some kind - you must have your high school diploma or equivalent, and some college is desirable. A+, Network+ and/or ACMT certifications get you bonus points
Experience troubleshooting PC and Mac technical problems through remote troubleshooting
Basic familiarity with servers, and network hardware, as well as familiarity with operating system software Work with computer imaging, printer support, etc
Experience with modern IT Service Management systems a plus
The ability to communicate in a variety of methods - email, written documentation, verbal instructions - and the ability to stop and listen
Ability to follow process and procedures, and communicate to management when possible changes should be made
The ability to maintain composure when things get chaotic or if they don't quite go the way you planned
Reliable transportation is needed to perform job responsibilities

164

Desktop Support Analyst Resume Examples & Samples

Responsible for the, administration, and deployment of a wide array of workstation hardware, Microsoft Windows Operating Systems, Microsoft Office and Adobe Acrobat productivity suites, and other common enterprise applications
Perform advanced troubleshooting and provide support to Aqua users on a wide range of hardware, Operating Systems, and software- on the phone, via tickets, or in person
Take ownership and fulfill Day to Day incidents and Service Requests. Provide Customer updates and communications on a regular basis and update tickets with Comments and Notes
Follow all established standards and procedures for example: new hire, off-boarding, approvals and asset management processes
Work as a team member on enterprise projects, such as company-wide hardware upgrades, application deployments, acquisitions, moves and upgrades
In concert with Field Service group provide daily operational support of critical Field Service Infrastructure including tablet devices
Work with vendors as required resolving incidents or requests related to applications, computer hardware, tablets, or peripherals
Coordinate and manage software updates as required on computers systems to sustain appropriate system performance and security compliance
Assist in the development, implementation, and adherence of Information Technology strategies, policies and procedures as they relate to the Company’s enterprise IT Infrastructure
Support corporate disaster recovery planning, testing and execution as required
Support and ensure corporate laptop and tablet encryption policy is adhered to at all times
Create technical documentation related to system configurations, process, procedure, and knowledgebase articles
Participate in team meetings, training and other activities for continuous improvement and team support
Periodically (based on weekly rotation) provide after hour on-call support to Aqua employees
Provide Level 1 Help Desk support as required
All other duties as assigned by management
3+ years of experience in a Desktop Support role within an enterprise, geographically diverse organization supporting Windows 7 and 10, Microsoft Office, and Active Directory
A collaborative team member with excellent customer service skills
Ability to provide clear/concise communications to customers, all levels of the organization and project teams
Experience with Windows Operating System imaging, software packaging/distribution, and Microsoft patch management - Microsoft Deployment Toolkit, and Windows Deployment Services
The ability to constantly adapt to a fast paced, ever changing technology landscape filled with tablets, smart phones, business specific applications, cyber security threats and a wide array of desktop computing hardware/software
Experience with document imaging and printing solutions, such as supporting multi-function print/scan/fax devices
Experience in technical writing, specifically documenting technical configuration and troubleshooting information
The ability to lift and carry computer equipment (up to 50lbs)

165

Desktop Support Analyst Resume Examples & Samples

B.S. /A.S. degree, equivalent work related experience, or technical certifications
Microsoft Workstation Certifications preferred
KCS Foundations preferred
Typically have 2-4 years of directly related experience
Understanding of technology disciplines to set up and repair complex desktop systems and issues with limited assistance
Experience configuring and testing desktop systems with limited supervision
Basic knowledge of project management to act as team member
Thorough understanding of ACD system and trouble ticket process to provide problem resolution and coordinate with other units
Demonstrated problems-solving skills to ensure quick and efficient problem resolution
Demonstrated experience in providing excellent customer service
Good communication, problem solving skills and telephone etiquette
Ability to use Desktop standards and follow guidelines, as well as help others interpret policy
Excellent organizational skills to maximize effort and time
Windows Operating Systems and Microsoft Office applications

166

Desktop Support Analyst Resume Examples & Samples

Responding promptly to user requests and problems
Managing approximately 1200 calls per month through the help desk with an internal closure rate of 90% within a global team of two based in New York, Six in London and four in Asia Pac. Resolving all desktop requests and problems within the global user environment
Level 1 support requirement - Receive call , Log Call, Identify group responsibility, re-assign call to correct following documented process steps
Level 2 support requirement - Receive call, Log Call , identify ownership is within team, troubleshoot issue or service request to completion, escalate as required within team for assistance as necessary, inform customer of resolution and close call
Ensuring all helpdesk tickets are updated to the correct standard and that the customer’s expectations have been set accordingly
Service account creation or modification , including setting up of IPT (Cisco Call Manager) account’s account login, mail group access , application requirements, file structure set up, hardware requirements (PC, Phone, Mobile, Blackberry, Apple IPads, Apple IPhones Laptop)
Resolution of helpdesk events within pre-defined OLA’s and ability to multi task [Essential]
Awareness of the organisation structure and competence to escalate significant problems or VIP issues promptly to Management
Devising and implementing actions to reduce the level of calls to the helpdesk – proactive incident and problem management
Identifying service improvement actions, to remove single points of failure to provide a more efficient, robust system and support process
Educated in an IT or a related discipline or equivalent
Demonstrable experience in desktop support at 2nd line – remote or operational service desk
Good knowledge and trouble shooting skills to include Active Directory 2008, NTFS file permissions, DNS, DHCP, Group Policy, Microsoft Office Suite (2010), Microsoft Operating Systems (XP & Win 7)
Knowledge of Citrix XenApp 6.5 and remote access technologies (RSA) (Essential)
Video Conferencing Meeting room support - TANDBERG AV, Video/Audio Conferencing (Essential)
Basic knowledge of networking, Cisco Call Manager systems (Version 10.x Above), VPN and desktop/laptop hardware, Cisco Jabber
Knowledge of Microsoft Exchange Server (2010) tools, Black Enterprise Server (5/10) Remedy and Share Point 2010
Knowledge of Market Data Systems (Reuters, Bloomberg or Proquote) is required
Good documentation and reporting skills
MCSE/MCSA certified or working toward this certification
Experience of Management of WYSE Terminals Z &C Series, Dell Hardware, HP Hardware (Essential)
Knowledge of Virtual Environments VM Ware, XENDESKTOP, Hyper V, Encryption Technologies (PGP)

167

Desktop Support Analyst Resume Examples & Samples

Microsoft Specialist Certification (Windows 7) or A+, Apple Certified Support Professional (ACSP) 10.10 or equivalent aptitude and technical experience
1+ years of Systems Support experience
1+ years of experience working with ticket management/customer management systems
Strong Windows 7 and/or Mac OSX troubleshooting skills
Workstation connectivity troubleshooting skills
Ability to isolate failing hardware and replace parts
Vision abilities required include close, distance, color, and depth perception
Experience with SCCM 2012
Experience with Microsoft OSD system deployments
Experience with LogMeIn Rescue Support Utilities and Remote Control
Experience with iOS and Android devices
Financial Analysis and Reporting experience
Bachelor’s Degree in Computer Science, MIS, Business, or equivalent industry experience
3-5 years of Desktop Support experience

168

Desktop Support Analyst Resume Examples & Samples

Provide day to day helpdesk support to company internal employees
Resolve user tickets using BMC Remedy
Providing entry-level technical support for desktop hardware and software issues; providing basic hardware and software services to clients with basic technology problems
Resolving desktop support requests and inquiries
Perform computer installations, peripherals installations and troubleshooting
Handle and resolve end user issues via telephone and onsite support. Responsibilities include, break/fix, solving desktop problems, and new build outs
Keep updated assets forms
SharePoint sites basic utilization
Customer and action oriented
Self-motivated with good communication skills
Problem solving abilities
PC troubleshooting skills
General knowledge of networking (Routing, Firewalls, DNS)
Interpersonal skills and ability to work and facilitate diverse groups and work all levels internal and external customers
Structured, analytic and independent working methods
Can operate effectively in global networks and cross-functional
Track record of quickly and aggressively acting to resolve problems
Strong process orientation; ability to bring structure to a broadly-defined problem and/or need
Bachelor’s degree in IT or similar field such as Technology
7 years of relevant experience in IT
English Speaking
ITIL Knowledge/ Certification
Six Sigma Knowledge/ Certification

169

Desktop Support Analyst Resume Examples & Samples

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from our internal customers. Interviews customers to collect information about problem and leads them through diagnostic procedures to determine source of error. Provides rotational 24/7 after-hours support as needed
Assesses the need, conducts research as needed and takes the necessary steps to provide immediate resolution and to prevent problems from recurring. Provides an immediate plan of action for any unresolved problems or requests. Knows when and who to escalate unresolved or more complex requests or problems to. Follows up with requestor to ensure accuracy of resolution and receive feedback on recommendations for improvements to their experience. Ensures customer satisfaction from point of contact through resolution of need
Logs and tracks all incidents and requests utilizing Footprints ticketing system. Thoroughly documents each incident or request to contribute to the knowledgebase and documented procedures. Develops or updates standard operating procedures to maintain accuracy and ensure all documentation remains current. Develops internal customer self-help documentation to eliminate repeat requests for assistance whenever possible. Leverages customer feedback to update documentation and continually improve our efficiencies and our internal customer’s experiences
Manages all new employee setup, imaging and deployment for both new employees as well as successful transition of existing employees from older to newer equipment. This includes but is not limited to desktops, laptops, monitors, notepads, desk phones and smart phones. Maintains current and accurate inventory of deployed hardware and software for each employee as well as tracking of all available and utilized licenses. Provides overall management and administration of all printers, RF scanners and other related equipment. Tests software and hardware to evaluate ease of use and compatibility with enterprise environment
Provides onboarding to new employees, ensuring that they have thorough knowledge of their assigned equipment as well as other equipment available to them. Educates new employees on our policies and procedures including how to request assistance. Creates new accounts and validates access. Follows up to resolve questions or issues, receive feedback on recommendations for improvements and document changes to realize these improvements with the next onboarding opportunity
Provides frequent and timely communication to internal customers and manager on status of assignments, unresolved issues, and progress on projects. Takes an active role participating in meetings and on internal teams. Stays informed of technology advancements, especially those that will assist with providing quality support of our internal customers
Associate's degree in Networking or Information Systems or equivalent from a two-year college or technical school
Two years related experience and/or training; or equivalent combination of education and experience
Ability to perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications. Knowledge of AS400 systems a plus
A Plus, Net Plus and Microsoft Certifications helpful

170

Desktop Support Analyst Resume Examples & Samples

2-year Associate degree or Vocational Tech certificate in a computer related field
5 years related experience with Windows 7/8/10 and Windows 2003/08/12/16 Server
5 years related experience with TCP/IP and 802.11x networking

171

Desktop Support Analyst Resume Examples & Samples

Incident management – diagnose, resolve and close incidents. Desktop support may be provided in person or remotely. Work to identify opportunities to improve or enhance support activities
Provide first class customer service to Morningstar’s employees
Resolve and own technical problems until resolution
Escalate to management/senior engineers as required
Support of desktop environments, mobile devices and core applications
Imaging and installation of PCs/laptops
Maintain asset management database
Support of audio visual services and systems in our meeting rooms, including video conferencing, audio conferencing, projectors, Crestron controllers, Apple TV and Barco Clickshare technology
Collaborates with more experienced technicians to solve complex computer and network connectivity problems
Serves as a technical resource on projects as required
Develop process and support documentation
Provide training, guidance and technical assistance where necessary to other technical support staff

172

A/V Desktop Support Analyst Resume Examples & Samples

Primary support for Audio/Video solutions
Secondary support for the Executive Briefing Center
Inventory management of conference room hardware
Planning for new room openings with GOE team
Implementing collaboration services in conference rooms (Google Chromebox and Cisco TP)
Troubleshoot A/V connectivity issues across a variety of technologies
Support Security Standards (firewall/patching/network access)
Work with Techforce , Infrastructure Operations, Systems Engineering, IT NOC, Security and other teams as needed to identify and resolve issues
Participate in on boarding and training any future A/V team members
Subject Matter Expert in Audio & Video Technologies
Familiar with collaboration services, to include Chromebox for Meeting (CfM), GoToMeeting, WebEx, Google Hangouts, and Cisco Telepresence
Experience with troubleshooting Crestron AV Equipment using Toolbox and XPanel
Experience supporting standard security applications in an Enterprise environment (network access control, patch management & remediation.)
Understands networking basics, including TCP/IP connectivity, port, and VLAN configuration
Knowledge of Active Directory architecture
Demonstrates strong customer service focus, analytical, problem solving and teamwork abilities
Provides support and communicates appropriately across multiple levels of the internal organization
Prioritizes projects and operations tasks effectively to complete deliverables on time
Applies company policies and procedures when completing assigned tasks
Takes initiative to work, develop solutions and make technical recommendations independently
Follows established procedures on routine tasks, requires instruction only on new assignments and works under the supervision of the A/V Lead and the A/V Manager
Comprehends communication from others; attends to messages from others; correctly interprets messages and responds appropriately
Uses verbal and non-verbal inputs to assess understanding of both customers and other IT staff; presents message in various ways to enhance understanding
Follows accepted language standards, uses syntax, pace, volume, diction, and mechanics appropriate to the media being used
Crestron DM-Certified Engineer
A+, Network+, Security+, MCP or other standard IT support certifications
Proven track record in customer service
Knowledge of Google Apps and Chromebox for Meetings hardware a plus
BS in IT, CS or related discipline

173

Desktop Support Analyst Resume Examples & Samples

2yrs+ of related work experience in a customer service IT Support enterprise environment
Responds to service requests regarding the installation of hardware and software for team member and contractor computing devices
Carries out the hardware procurement process
Delivers, installs, relocates, and disposes of hardware
Provides basic user training on equipment
Maintains documentation of assets in configuration and asset managementsystems
Performs team member support, troubleshooting, and resolution of hardware and software issues for desktops, laptops, tablets, mobility, audio-visual equipment, and peripheral devices
Performs research and develops solutions for hardware and software issues
Updates incident records and knowledge base with appropriate and timely information
Resolves incidents within estlablished SLAs
Recommends solutions, resolves problems associated with incidents, and updates problem records
Conducts root cause analysis
Works with engineering teams in the problem resolution process
Follows prescribed processes
Provides team members with regular progress updates
Understands and adheres to team SLAs
Exhibits excellent verbal and written communication skills
Provides an awesome team member experience
Performs preventative maintenance on electronic devices and peripheral equipment as assigned
Good knowledge and ability to provide Windows 7 / 10 / OS X Desktop Operating Systems, Microsoft Office Suite/Office 365 support
Excellent verbal, written, and communications skills
Customer Support Experience
Proven and verifiable track record performing technical support
Ability to lift and carry computer components up to 50 pounds
Ability to learn and utilize new applications and software systems effectively and efficiently
Ability to quickly understand problems identified and select appropriate resolution

174

Desktop Support Analyst Resume Examples & Samples

Provide exemplary service in delivering effective technical support in Desktop/Laptop hardware and software issues for Windows OS, Apple OSX, Mobile products, upgrades including diagnosis and troubleshooting. (35%)
Provide enterprise-level SCCM support through the design, engineering, configuration, administration, maintenance and support of Microsoft System Center Configuration Manager (SCCM). (10%)
Responds to system trouble calls for all workstations and peripheral devices as well as Operating System and application issues. (20%)
Provides technical assistance to other IT team members, teaming to ensure that technical assignments are completed in an effective and efficient manner. (5%)
Stay abreast with Desktop/Laptop technology developments and leveraging as necessary to improve enterprise-wide technical perspectives, standards and solutions for our customers. (5%)
Develop future state strategies, roadmaps, and initiatives that are aligned with the corporate goals and vision. (5%)
Design and implement software packaging and patching strategies for Windows and Apple Desktops/Laptops. (5%)
Process daily tickets to meet or exceed SLA’s. (15%)
3 to 5 Years of relevant work experience
Able to use a 10-key quickly and accurately
Possesses basic clerical and data entry skills
Able to communicate clearly and convey necessary information
Able to create and conduct formal presentations
Able to negotiate skillfully, promote/sell ideas persuasively, and close transactions with mutually beneficial results
Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive
Ability to transport 20 Lbs
Able to quickly learn new systems and technology
Able to use relevant computer system applications at an intermediate level

175

Desktop Support Analyst Resume Examples & Samples

To work in a fast-paced pressurised environment. Providing first line helpdesk support via Remote Assistance, to our customers, assisting them with Hardware and software problems via phone or email
Working to set call SLA’s targets: meet & improve processes and look to take a proactive attitude
Supporting a range of hardware from laptops and tablets to smartphones and IP phones
To take ownership of user problems and be proactive when dealing with user issues
To respond to enquiries from clients and help resolve any hardware or software problems
Support users in the use of Computer equipment by providing necessary training and advice
Escalate more complex calls to the relevant IT Support teams
To update/create knowledge databases with new processes, and fixes
Eexperience in a 1st/2nd line support role

176

Desktop Support Analyst Resume Examples & Samples

Bachelor Degree or Certification with major / minor in Computer Science or closely related field
Experience with Helpdesk, Desktop Support, or Technical Liaison related functions a plus
Experience with Client Service related functions
Problem Solving, Help Desk Experience, Verbal & Written Communication, Analytical, Operating Systems, Phone Skills, Customer Service Excellence, Quality Focus, PC Proficiency, Presentation Skills, Organizational Skills, Training, Teamwork, Collaborative, Technical Zeal, Self-Development, Self-Confidence
Adaptability and willingness to learn new things
Ability to work flexible hours if needed (past 5pm, weekends, and holidays)

177

Desktop Support Analyst Resume Examples & Samples

2-4 years of Service Desk or Customer Support Experience experience
Vocational/Technical School Certificate Degree
Demonstrated experience in customer service; high level of customer focus
In depth knowledge of Microsoft Windows and MS Office Products
Knowledge of basic networking concepts. Demonstrated ability to troubleshoot connectivity from device to switch
Preferred: Experience supporting C-Level or Executive teammates

178

IT Desktop Support Analyst Resume Examples & Samples

Maintain PCs (including hardware and software), printers, faxes, projectors and scanners, including RF Scanner devices
Participate in special projects, such as office computer equipment moves, repair/maintenance or printers/Faxes and PCs, installation and configuration of desktops and laptops
Sole responsibility for the UK backup solution
Must participate with wider IT team to be available after hours/weekends if problems arise or special projects need to be completed
Troubleshooting network connectivity and report problem to network engineers
Act as an interface to engineers to move critical and/or difficult issues
Assist with purchase orders for hardware and software procurement & other administrative duties
Strong, proactive customer service
Document best practices and processes

179

Desktop Support Analyst Resume Examples & Samples

Tertiary qualifications in IT combined with demonstrated experience (four years plus) working within a corporate, service desk environment
A customer service driven attitude and approach to resolving IT issues
Previous experience in delivering IT Desktop Support to a large user base
Previous experience using Windows Desktop and Server operating systems
Exceptional problem solving skills to be able to identify issues and develop solutions
Well-developed communication skills to communicate technical information to a non-technical audience
A drive towards achieving customer service best practice

180

Desktop Support Analyst Resume Examples & Samples

5) Knowledge of McAfee Anti Virus software and other security software
7) Possess good problem solving skills. Must have technical skills and the ability to understand and interpret technical issues and troubleshoot/resolve issues
10) Be team oriented and willing to help each other
There is no “per diem” with this position
At this time we are not in the position to offer any type of sponsorships or VISA transfers for this position

181

Desktop Support Analyst Resume Examples & Samples

Minimum of 4 years as a desktop support analyst supporting a minimum of 500 clients
Minimum of 4+ years supporting MS Windows OS and Office Suites
Minimum of 4+ years supporting mobile devices – BlackBerry, iPad, iPhone
HW and SW training on Desktop / Laptops
MCSE & A+ certifications strongly preferred
Strong understanding of networking, infrastructure and client side architectures, software lifecycle and system design
Advanced level troubleshooting skills within the desktop environment
Excellent written and verbal communications skills and ability to communicate and work effectively with a variety of customers at all levels of the organization
Must be a self-starter with the ability to work independently with minimal guidance and in a collaborative team environment
Able to adapt in a fast paced constantly changing environment
In depth knowledge of Windows XP, Windows 7 and Microsoft Office Suites 2003-2010; Microsoft certification a plus
Superior customer service focus
Able to present technical ideas in professional and user-friendly language
Able to learn and support new applications
Excellent analytical, troubleshooting and problem-solving skills
Strong organizational, project management, multi-tasking and task prioritization skills
Experience in a large corporate multi-domain/multi-site organization
Familiarity and/or experience using ITIL methodologies: Develop and implement new ITIL compliant processes as needed
Knowledge of Macintosh platforms a plus
Performs other duties as necessary

182

End User / Desktop Support Analyst Resume Examples & Samples

Provides entry-level support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access
Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel; delivers case status updates to management and end-users
Answers basic questions regarding system procedures, online transactions, systems’ status, and downtime procedures
Collaborates with network services, software systems engineering, and/or application development to restore service and/or identify problems
Maintains a troubleshooting tracking log ensuring timely resolution of problems
Supports and maintains effective relationships with users
Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally
Works under close supervision, and normally receives detailed instructions on all work
Bachelor’s degree or minimum of 1-3 years of desktop experience

183

Desktop Support Analyst Resume Examples & Samples

Understand Knowledge Centered Solutions methodology and apply KCS to daily incident management
Create new knowledge base articles based on customer incidents as part of the workflow
Edit and update current knowledge base articles as they are used
Work with application support to develop new knowledge for team based on current incidents
Design and distribute self-service options for the customer

184

I/S Desktop Support Analyst Resume Examples & Samples

Provide internal customers with excellent customer service and support via phone, email and in-person
Track and research problems to identify and solve root causes
Help to automate the support and maintenance of PC infrastructure by implementing systems and processes to improve customer support and system automation
Support, install, and maintain applications, and desktop operating systems; test and evaluate new systems and software
Participate in and help promote corporate standardization for improved support and lower total cost of ownership (TCO)
Assist with general system administration as needed
Take part in a 6x24 on-call rotation with a one-hour response time
Bachelor’s degree and at least 1 year of experience or equivalent combination of education and experience
Desktop Support and Help Desk experience
Experience supporting Windows OS (7, 10, Windows Server 2008 R2 and 2012)
Strong working knowledge of Microsoft Office Suite
Working knowledge of scripting technologies including, PowerShell, WMI, and ADSI and experience with Active Directory
Experience with process improvement in a DTS environment
System/software configuration management experience
Effective customer service experience with a high level of professionalism, initiative and assertiveness
Excellent problem-solving and trouble-shooting skills including tracking and researching problems to identify and solve root causes
Strong interpersonal and communication skills (verbal and written)
Strong desire and aptitude to learn quickly, develop new skills and work independently
Experience supporting Network switches and routers
System Administration experience including VMware
Development experience with modern programming languages (C#, ASP.Net, VB.NET or other languages)
Experience with Linux and OS X (macOS)

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