Help Desk Support Specialist Resume Samples
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Help Desk Support Specialist Resume Samples
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FC
F Considine
Fabiola
Considine
909 Jannie Hill
Detroit
MI
+1 (555) 322 5899
909 Jannie Hill
Detroit
MI
Phone
p
+1 (555) 322 5899
Experience
Experience
Chicago, IL
Help Desk Support Specialist
Chicago, IL
Cremin, Rohan and Oberbrunner
Chicago, IL
Help Desk Support Specialist
- Assisting in establishing and enforcing departmental standards
- Reporting on key performance metrics based on information gathered from the automated call distributor (ACD) and service management (ticketing) system
- Coordinate with the Systems Administrator to perform regular maintenance checks on the workshop computers
- Provide assistance to customers with day to day operation of software via email and phone
- Attend training sessions and possibly assist in training workshops
- Co-develop/update business and technical problem-resolution performance
- ServiceNow IT Service Manager
Dallas, TX
Help Desk / Support Specialist
Dallas, TX
Greenholt, Huels and Quitzon
Dallas, TX
Help Desk / Support Specialist
- Develop data model describing data elements and how they are used, following procedures and using pen, template or computer software
- Write and code logical and physical database descriptions and specify identifiers of database to management system or direct others in coding descriptions
- Coordinate site engineering plans, site surveys, and site installation Technical Design Packages
- Maintain and update records and tracking databases
- Enter commands and observe system functioning to verify correct operations and detect errors
- Establish and calculate optimum values for database parameters, using manuals and calculator. Specify users and user access levels for each segment of database
- Diagnose, identify, isolate and analyze problems utilizing historical database records
present
Phoenix, AZ
Senior Help Desk Support Specialist
Phoenix, AZ
Keeling-Blanda
present
Phoenix, AZ
Senior Help Desk Support Specialist
present
- Works closely with the Call Center Managers, effectively communicating the day's events, troubleshooting efforts, and ticket statuses
- Manages severity incident bridges with IT support teams and sends notifications to the impacted call center lines of business
- Processes real time requests via phone, email, walk up, and instant message
- Handles call center staff on-boarding and off-boarding requests and is responsible for access controls
- Support technology projects, including application testing pre and post deployment
- First line of defense for all incidents that happen to any GCCS related call center
- Responds to all initial and subsequent calls received from Navy system users (customers), as well as questions/problems submitted electronically
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
University of California, Santa Barbara
Bachelor’s Degree in Computer Science
Skills
Skills
- Ability to maintain quality and high productivity when dealing with changing work demand
- Highly self-motivated, possess a keen attention to detail, willingness to help
- 2+ years strong customer relations skills (with all levels of internal and external customers) with the ability to handle stressful situations
- Ability to communicate with customers quickly and efficiently to allow them to continue with their day
- Strong problem solving abilities with the ability to use sound judgment when escalating incident and problems
- Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences
- Experience with an incident ticketing system such as HP Service Center (Peregrine)or Remedy is highly desirable
- Ability to work any 8-hour shift assigned including evenings and overnight
- Microsoft Certified Desktop Support Technician (MCDST) and Microsoft Certified Systems Administrator (MCSA) are both highly desired
- Service oriented mentality with a strong customer focus
13 Help Desk Support Specialist resume templates
Read our complete resume writing guides
1
Help Desk Support Specialist Resume Examples & Samples
- 7am to 4pm or 8am to 5pm
- 2+ years’ experience in a high volume IT call center environment
- 2+ years hardware experience working with a variety of Intel based PCs, laptops and servers; network printers; Blackberry hardware support
- 2+ years software experience - knowledge of Windows XP/7, MS Office Professional, MS Exchange, Citrix, MS Office 2007, Remote Desktop software experience (SMS), TCP/IP, Outlook Exchange, Blackberry software support (BES/BAS), RSA security fobs
- Excellent communication skills (written and verbal) are required. Must be highly reliable and able to work independently
- Microsoft Certified Desktop Support Technician (MCDST) and Microsoft Certified Systems Administrator (MCSA) are both highly desired
- Experience with an incident ticketing system such as HP Service Center (Peregrine)or Remedy is highly desirable
- Candidate should have experience assisting customers utilizing the Windows XP Remote Assistance feature in SMS
2
Help Desk Support Specialist Resume Examples & Samples
- 1-3 years experience in LAN / WAN and desktop support
- Configure and install PC desktops, laptop computers, local & network printers and associated devices for credit union staff
- Ensure Desktop environment performance meets and/or exceed committed service levels
- Be present and visible in the Help Desk and available to users requiring technical assistance
- Respond to incoming phone calls from staff and resolve and/or dispatch to other IT staff as necessary
- Respond to questions from callers; remotely assist staff with technology problems in offices and branches
- Respond appropriately to user requests and problems; perform initial problem analysis and triage problem to IT technical staff when appropriate
- Triage incoming IT service requests and dispatch to appropriate IT work group or individual. Update primary tracking mechanisms (Track-IT) upon initial request
- Provide primary support of core in-house, server-based systems
- Ability to be flexible with work schedule, including weekends
- Previous experience in IT Help Desk Support
- A+ Certification required
- MCSE Certification
- Familiarity with database system is desirable
3
Help Desk Support Specialist Resume Examples & Samples
- Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches for Phone Support and Phone Support Staff
- Assist in the resolution of customer and support issues among company sites to ensure timely distribution of knowledge and positive impact on customer satisfaction
- In accordance with current standards, research, respond, resolve and/or escalate questions and issues received via telephone, e-mail and callbacks to ensure customer productivity
- Attend training sessions and possibly assist in training workshops
- Participate in team projects that enhance the quality and/or efficiency of help-desk services
- Co-develop/update business and technical problem-resolution performance
- A strong working knowledge of relevant operating systems, applications, and/or languages is necessary
- Technical degree and at least 3+ years related work experience/ Bachelors degree preferred
- Must have excellent communication skills
4
Senior Help Desk Support Specialist Resume Examples & Samples
- Must possess strong verbal communication skills
- Ability to multi-task and make quick decisions based on internal client needs
- Responsible for additional duties as needed in support of the Call Center
5
Senior Help Desk Support Specialist Resume Examples & Samples
- Responsible for the data entry into various call center applications in support of configuration needs for call routing, call recording, and application permissions
- Processes real time requests via phone, email, walk up, and instant message
- Handles call center staff on-boarding and off-boarding requests and is responsible for access controls
- Manages severity incident bridges with IT support teams and sends notifications to the impacted call center lines of business
6
Help Desk Support Specialist Resume Examples & Samples
- 3-5 years of relevant work experience
- A+ and MSCE certifications
- Works well independently with minimal supervision
7
Intermediate Help Desk Support Specialist Resume Examples & Samples
- 2 years Tier II Help Desk Experience, or Associate Degree and 1 year experience
- Excellent problem-solving skills
- Excellent inter-personal skills
- Ability to work independently and as a team member in a collaborative environment
- Ability to efficiently handle stressful situations
- MUST have SECURITY+ certification on date of hire. *
8
Help Desk Support Specialist Resume Examples & Samples
- Familiarity with Excel, PowerPoint, Outlook, Word and Database Software
- Understanding of Databases and knowledge Management tools
- Knowledge on how to query and tailor reports from a database
- Ability to work any 8-hour shift assigned including evenings and overnight
- Problem-solving
- Adaptability and stress tolerance
- Technical training/experience in help desk activities and/or Help Desk Institute certification a plus
- Familiarity with one of the following systems a plus: ADNS, CENTRIXS, ISNS, ONE-NET, SCI-Networks, SUB-LAN, VIXS, CND and SCIP-IWF
- Navy Information Systems Administrator or commercial equivalent certification, Advanced Network Analyst, GENSER Tactical System Administrator, Technical Control Supervisor
- Familiarity with Naval Logistics/NAVICP a plus
- Familiarity with Naval RF Communications (Satellite) a plus
- Familiarity with Navy Tech Manuals a plus
- Remedy Action Request System and COGNOS (performance management) reporting tool experience a plus
- AA Degree in related discipline and four(4) years or more of related experience; Or, High School and six (6) years of related experience with relevant certification
9
Help Desk Support Specialist, Mid Resume Examples & Samples
- 2+ years of experience with information technology (IT) or computer information systems
- DoD 8570 IAT Level II Certification or ability to obtain within 90 days
- Experience with Microsoft operating systems and Office Suite
- Experience with networking devices and operating systems
- Knowledge of BMC Remedy implementation and use
- Knowledge of audio and visual technologies
- Ability to operate video teleconferencing (VTC) equipment
- Ability to be detail oriented and a self-motivated individual capable of running projects and tasks with minimal supervision
- Microsoft Certified Professional (MCP) Certification
10
Help Desk Support Specialist Resume Examples & Samples
- 3+ years of experience in troubleshooting and supporting Web applications, software, and data issues
- 3+ years of experience with administering application and systems accounts
- 3+ years of experience with troubleshooting laptops and peripheral computer equipment
- Experience with Windows, UNIX, or Linux
- HS diploma or GED required
- Ability to work effectively independently and with teams
- Possession of excellent client service skills
11
Help Desk Support Specialist, Junior Resume Examples & Samples
- Experience with service desk support, help desk, or customer support
- Experience with operating systems, including Windows, iOS, Linux, or UNIX
- Experience with a variety of applications, including Microsoft Office, Office 365, SAS, or Microsoft SharePoint
- Experience with remote maintenance, including Bomgar
- Experience with endpoint administration applications, including IBM BigFix
- Experience with supporting enterprise custom applications
- Experience with troubleshooting wired and wireless network access issues for various user devices
- Experience with mobile devices, including iPhone, iPad, and Blackberry
- Experience with mobile device management tools, including Maas360, Casper, Intune, Airwatch, and Blackberry Enterprise Server
- Knowledge of ITIL framework and processes
- Ability to display a positive client service attitude
- BA or BS degree in CS, Engineering, or an IT-related field preferred
12
Help Desk / Support Specialist Resume Examples & Samples
- One to two years demonstrated on-the-job experience in a technical help desk position supporting Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment
- Demonstrated on-the-job experience with multiple desktop programs, configuration, and debugging techniques
- Demonstrated on-the-job experience with TCP/IP and general networking issues. Demonstrated on-the-job experience exhibiting troubleshooting skills
- TS/SCI with favorable polygraph clearance
- Demonstrated on-the-job experience with Service Now or IBM Tivoli Service Request Manager
- Demonstrated on-the-job experience with monitoring tools and creating metric reports
- Demonstrated on-the-job experience describing how to use an application, a system, etc
- Demonstrated on-the-job experience with data mining tools (i.e., Splunk)
- Demonstrated on-the-job experience with monitoring tools (i.e., Nagios)
13
IT Help Desk Support Specialist Resume Examples & Samples
- Provide expert level support for internal Kronos employees with a high degree of customer satisfaction, technical knowledge and timeliness
- Serve as point of contact for technical support calls received directly by phone, chat, e-mail or other methods
- Perform a variety of technical analysis and triage techniques
- Act as liaison between users and technical staff to communicate the status of problem resolution to business users; log and track requests for assistance related to IT supported systems
- Participate in the preparation of training material and documentation for IT Support use; conduct periodic inventory maintenance on all equipment, track user problem trends
- Create and distribute network related information to users, such as new account information and distribution list information; as well as, activating and deactivating user accounts
- Assist with on-site installation and maintenance of network systems for users
- Technical competence and expert understanding of all flavors of Windows and Apple operating systems
14
Help Desk Support Specialist Resume Examples & Samples
- Provide Help Desk Level-1 remote support for desktops, laptops, printers, peripherals and other computer related devices
- Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents
- Participate in monitoring and maintenance of system key process improvements
- Creation/maintenance of user accounts
- 1-3 years of Helpdesk or Desk side support experience with demonstrated experience in incident resolution
- Experience supporting Microsoft Exchange, Windows Active Directory, VPN and troubleshooting connectivity
- Proficient in Microsoft Windows, Mac OS X and Linux OS
- Strong English is required
- Highly self-motivated, possess a keen attention to detail, willingness to help
- Hardware and software troubleshooting experience
- Professional qualifications relating to Microsoft, Linux, and/or Cisco
- Knowledge of ITIL Process and Procedures with a focus on Incident Management
15
Help Desk / Support Specialist Resume Examples & Samples
- Answer users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location
- Approve, schedule, plan, and supervise the installation and testing of new products and improvements to computer systems such as the installation of new databases
- Coordinate deployment of workstation software, communications services and equipment, server replacements and upgrades, and other IT changes at the field location
- Coordinate site engineering plans, site surveys, and site installation Technical Design Packages
- Develop data model describing data elements and how they are used, following procedures and using pen, template or computer software
- Develop methods for integrating different products so they work properly together such as customizing commercial databases to fit specific needs
- Enter commands and observe system functioning to verify correct operations and detect errors
- Escalate incident reports to required groups and monitor as defined in SLA
- Establish and calculate optimum values for database parameters, using manuals and calculator. Specify users and user access levels for each segment of database
- Identify and evaluate industry trends in database systems to serve as a source of information and advice for upper management
- Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
- Modify existing databases and database management systems or direct programmers and analysts to make changes
- Monitor events and perform corrective actions according to documentation
- Participate in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location
- Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support
- Review procedures in database management system manuals for making changes to database
- Review workflow charts developed by programmer analyst to understand tasks computer will perform, such as updating records
- Revise company definition of data as defined in data dictionary
- Select and enter codes to monitor database performance and to create production database
- Test programs or databases, correct errors and make necessary modifications
- Update and communicate with users about problem progress
- Work as part of a project team to coordinate database development and determine project scope and limitations
- Write and code logical and physical database descriptions and specify identifiers of database to management system or direct others in coding descriptions
- Top Secret clearance with polygraph is required
- Requires a minimum of three (3) years of experience
16
Help Desk / Support Specialist Resume Examples & Samples
- Coordinate deployment of workstation software, communications services and equipment, server replacements and upgrades, and other IT
- Participate in the deployment of applications and hardware impacting the current and proposed IT tools
- Customer Service - Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
- Speaking - Talking to others to convey information effectively
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
- Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making
- Coordination - Adjusting actions in relation to others' actions
- Instructing - Teaching others how to do something
- Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense
17
Help Desk Support Specialist Resume Examples & Samples
- 2+ years strong customer relations skills (with all levels of internal and external customers) with the ability to handle stressful situations
- 2+ years of experience with level 1 help desk support (Insurance and/or Banking)
- Breadth of knowledge of desktop software such as
18
Help Desk Support Specialist Resume Examples & Samples
- Bachelor’s Degree and 2 years of experience working in a fast past call center environment (additional experience may be substituted in lieu of education)
- 1 year minimum experience working within a technical support or helpdesk role
- Be available to work a standard shift between the hours of 6am CST – 7pm CST
- Knowledge of desktop operating systems, various software applications, and basic hardware for PC, Internet technologies, and products
- Problem-solving skills and patience to instruct callers on the steps to take to resolve their technical problems
- Must have the ability to listen and ask questions to identify the root cause of the callers issue
- Strong knowledge of Microsoft OS
- The ability to work both independently and with a team
- Excellent communication skills. Ability to effectively communicate both verbally and written with customers, team members, and management
- Call Center experience or equivalent experience in managing a high call volume within an office environment required
- Excellent customer service skills that incorporate courteous call etiquette and professionalism
- Ability to work in a fast-pace environment and adapt quickly to changes in processes and procedures
- AutoInvestigations for Lotus Notes
- AutoAudit for Lotus Notes
- AutoAudit for Windows
- Microsoft CRM Dynamics
- Legal Service Desk/Hotline 2.0
- IT Customer Service Center
- ServiceNow IT Service Manager
- Certificate or graduation from a technology based institution focusing on computer systems, electronics and/or IP technologies preferred
19
Help Desk Support Specialist, Mid Resume Examples & Samples
- 3+ years of experience with providing phone and in-person software problem support to users in a help desk capacity and serving as an initial point of contact for troubleshooting and resolving problems
- Experience with STARLIMS v9 and 11
- Experience with providing technical writing for program and operational documentation
- 3+ years of experience with consulting or federal IT
- Possession of excellent estimation skills
20
Help Desk / Support Specialist Resume Examples & Samples
- Demonstrated on-the-job experience investigating, creating, and maintaining Standard Operating Procedures
- Demonstrated on-the-job experience conducting daily operational status meetings
- Demonstrated on-the-job experience providing end user support for a program’s web applications
- Demonstrated on-the-job experience serving as the key contact for all program users (on-site)
- Demonstrated on-the-job experience creating and resolving tickets using internal ticketing system; recording all incidents and problem resolutions while keeping the customer informed during the process; escalating more involved problems to the appropriate Tier 2 and Tier 3 support teams
- Demonstrated on-the-job experience monitoring mail-in databases for account creations, account problems, and account updates
- Demonstrated on-the-job experience supporting and troubleshooting laptop configurations
- Demonstrated on-the-job system administration experience with Windows and Linux operating systems
- Demonstrated on-the-job system experience troubleshooting Lotus Notes issues
21
IT Help Desk Support Specialist Resume Examples & Samples
- Experience with supporting a helpdesk functions
- Experience with supporting a desktop environment, managing troubleshooting printers
- Experience with OS imaging solutions, including CASPER, Ghost, WDS, and Acronis
- Knowledge of Microsoft Windows and MAC and troubleshooting
- Knowledge of account management using Active Directory
- Knowledge of general hardware and software support
- Ability to be well organized, self-starter, and customer service driven and demonstrate a work ethic
- HS diploma or GED
- Experience with inventory management
- Knowledge of ServiceNow helpdesk application
- Knowledge of the ITIL framework
- Possession of excellent customer service skills
22
Lead Help Desk Support Specialist Resume Examples & Samples
- 3-5 years of related work experience
- Familiarity with software installation packages
- 3-5 years of LAN/WAN experience
- Familiarity with packaged and cloud systems
23
Help Desk Support Specialist Resume Examples & Samples
- Basic Software Support Knowledge required: The ideal candidate will be familiar with PC operating systems and networking
- Flexibility: The ideal candidate must be available to 24/7 shifts and available to work on holidays
- Initial installation for a new customer, initial software setup, how to use particular functions, guidance in where to find information, how to correct any errors and or mistakes
- Ability to learn quickly, problem solving skills, and excellent communication skills are required
24
Help Desk Support Specialist, Mid Resume Examples & Samples
- 2+ years of experience with IT or computer information systems
- Experience with Windows and Microsoft Office
- Knowledge of BMC Remedy implementation and usage
- Ability to complete projects and tasks with minimal supervision
- CompTIA, Microsoft, or Cisco Certifications
25
Help Desk Support Specialist Resume Examples & Samples
- Respond to customer email messages and tickets requesting help
- Troubleshoot computer hardware and software issues
- Tracks status of inquiries by checking with appropriate IT resource to facilitate resolution. Document and escalate problems as necessary
- Images and deploys desktop and mobile workstations
- Train end users on computer and application usage
26
Help Desk Support Specialist Resume Examples & Samples
- Assist inquiries via phone, email, ticket or in person
- Troubleshoot and research all issues reported
- Determine source of problems (hardware, software, user access, etc.)
- Advise on appropriate action for resolution
- Document entire exchange
- Serve as liaison between staff and the rest of the technology departments
- Work autonomously or with a team on technical projects
- Work not only reactive but also proactive on potential issues that may arise
- Work with current knowledge-base documentation on validity of information documented as well as updating current and creating new knowledge-based documentation
27
ITS Productivity Help Desk Support Specialist Resume Examples & Samples
- As needed, help develop local policies and procedures while maintaining compliance with global ITS processes, policies, and standards
- Support special projects as requested
- Demonstrated customer service and communications skills
- Comfortable with conducting education sessions
- Windows laptop and mobile client skills
- Demonstrate good troubleshooting and problem solving skills
- Passion for Microsoft technology
28
Help Desk / Support Specialist Resume Examples & Samples
- Resolve technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems
- Diagnose, identify, isolate and analyze problems utilizing historical database records
- Escalate calls to product line specialists as necessary
- Maintain and update records and tracking databases
- Knowledge and experience with MS Office
- Ability to perform technical tasks
- Must have current TS/SCI with poly
29
Help Desk Support Specialist, Junior Resume Examples & Samples
- 1+ years of experience with working in a help desk environment
- Ability to work a 3:30PM to 12:00AM shift on a rotational basis
- Experience with scripting or PowerShell a plus
30
Help Desk Support Specialist Resume Examples & Samples
- Log/document all inquires reported to the Central Help Desk, with the goal of resolving as many on first contact as possible, but then escalating to next level support as necessary
- Follow-up on previously reported cases which have been escalated to other support teams to ensure they are being responded to and resolved in a timely manner
- Keep peers and clientele informed of trends, significant issues, and unexpected delays to support requests
- Administer client systems accounts, typically as part of the following types of requests: password resets/account lockouts, new hire setups, account changes, and revoking (terminating) access
- Reporting on key performance metrics based on information gathered from the automated call distributor (ACD) and service management (ticketing) system
- Maintain standard operating processes and procedures
- Facilitate the weekly audit review of terminated associates, to help ensure that Active Directory access has been revoked in a timely manner
- 1-3 years work experience in a first level IT Help Desk role
- Experience in relevant Microsoft technologies, including Active Directory, Exchange 2007, Office 2007, and SharePoint
- PC repair and troubleshooting skills; A+ certification a plus
- Service oriented mentality with a strong customer focus
- Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences
- Strong problem solving abilities with the ability to use sound judgment when escalating incident and problems
- The noise level in the work environment is usually moderate and the work environment is an office setting
31
Senior Help Desk Support Specialist Resume Examples & Samples
- Responds to all initial and subsequent calls received from Navy system users (customers), as well as questions/problems submitted electronically
- Ensures that each incident is immediately logged in an incident tracking system and a caller is immediately transferred to the appropriate person/group if available
- If the resolution is not immediate, provides a response to the customer, within the specified service level timeframe, to communicate the status of the problem and the actions being taken
- In addition, the Helpdesk Support Specialist must conform to policies and procedures established by the Help Desk as they are made available
- At least three (3) years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer
- Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate
- Minimum Education – Associate’s Degree
- Must be a US Citizen with a Secret clearance at the time of employment and maintain that clearance throughout employment
32
Help Desk Support Specialist Resume Examples & Samples
- Ability to learn about the systems development process, including agile practices and next generation technologies
- Ability to individually sequence work items and priorities
- Ability to create charts and reports in Microsoft Office, including Word, Excel, and PowerPoint
- Ability to work standard shift hours of 8am-4pm
- Ability to gather and investigate information to resolve problems though analytical thinking
- Experience with help desk operations
- Knowledge of HP Service Now
- Knowledge of SWL
- Possession of excellent oral and written communication skills, including e-mail, IM, phone, and in-person
33
Help Desk Support Specialist Resume Examples & Samples
- Provide quality friendly service to (BOEM)’s employees in all assigned tasks, while upholding (BOEM) values at all times
- Demonstrate high quality customer-oriented service and exhibit patience in dealing with difficult employees at times
- Provide support to all internal and external employees in a timely fashion for issues that may arise with all (BOEM) products/systems
- As the first point of contact for employees seeking technical assistance over the phone or through the Help Desk, provide a timely response to telephone calls, email and personnel requests for technical support
- Perform remote troubleshooting through diagnostic techniques and pertinent questions to identify, research and resolve technical problems. Determine the best solution based on the issue and details provided by customers (employees)
- Access software updates, drivers, knowledge bases, and FAQ’s resources on the Intranet to assist with end users issues
- Effectively communicate the problem-solving process by walking the customer (employee) through the resolutions steps to achieve desired result(s)
- Prioritize and escalate unresolved jobs to the next level of support as required to ensure customer satisfaction
- Log/document and track all inquiries, issues/support calls in the designated (BOEM) systems with the goal of resolving as many as possible on first contact basis
- Follow-up on previously reported cases which have been escalated to other support teams to ensure they are being responded to and resolved in a timely manner. Keep peers and customers as well as management briefed and informed of status, update of trends, significant issues and unexpected delays to support request
- Identify and recommend means for product or system improvements including procedural steps, increased training, and/or enhanced documentation. Provide and/or pass on feedback or suggestions by customers (employees) to the appropriate internal I.T. team
- Assist team in managing effective support solutions by providing accurate information on IT products or services as directed by our business needs
- Ability to maintain quality and high productivity when dealing with customers and changing work demand
- Must be able to perform essential responsibilities with or without reasonable accommodation
- Perform other tasks/job duties as requested, assigned or directed
- High School Diploma or GED equivalent required. Some college preferred; Bachelor’s Degree with emphasis in computer science disciplines desired. Additional certifications a plus
- Minimum of 1 year work experience in customer service/help desk in call center environment or other related technical support background
- Active Directory experience is a plus, but not required
- Prior knowledge of mortgage loans and regulations is a plus, but not required
- Highly proficient in technological aspects with working knowledge of office automation products, databases and remote control
- Ability to perform complex technological research work
- Prioritization skills - ability to recognize and act on changing priorities
- Must be organized, with acute attention to detail with great accuracy with ability to multi-task and operate in a high-volume, fast-paced environment
- Excellent customer service skills and telephone presence required with ability to demonstrate control and flexibility when dealing with difficult internal/external clients
- Ability to maintain quality and high productivity when dealing with changing work demand
- Demonstrate proficient computer literacy and analytical skills with emphasis on software knowledge, installations, Microsoft applications, Data Base applications, Internet and internet protocols. Mortgage Industry Loan Servicing Software is a plus
- Multiple language skills are a plus
34
Help Desk Support Specialist Resume Examples & Samples
- Meets outbound and inbound call metrics
- Collects and analyzes data, providing feedback to panelists
- Troubleshoot Technical issues over the phone
- Collects and maintains demographic and device information via outbound and inbound calls to ensure quality of the data
- Uses recruitment resources effectively and is able to present full disclosure of participation guidelines to panelists
- Schedules return calls as needed with panelists
- Works with support departments as needed to resolve panelist issues
- Ability to work Evening Shift 2:30p - 11p Sun-Thur OR Tues-Sat
- Spanish bilingual skills are a plus
- MS Office Suite experience (Word, Excel and Outlook)
35
Help Desk Support Specialist Resume Examples & Samples
- Bachelor's or Associate's Degree
- 1+ years of technical support experience. This is a pure phone support role so candidates must have good phone presence
- Must be able to pass FBI background check
36
Sharepoint Help Desk Support Specialist, Mid Resume Examples & Samples
- To, and technical issues as afforded by SharePoint Site Collection Administrator privileges. Provide customer service oriented resources capable of understanding and resolving the users knowledge management and functional issues, remotely either via telephone contact or email exchanges. The candidate should capable of translating a reported problem, troubleshooting to resolution or providing users with solution alternatives until the issue is resolved. These interaction will be documented and reported
- Demonstrates a proficient understanding of SharePoint O365 services and capabilities
- Must demonstrate ability to provide in
- Depth technical support and training to Users and other IT technicians
- Must be able to obtain a secret security clearance
- Experience with Microsoft O365
- Experience Migrating from an on
- Premise Sharepoint instance to O365
- Knowledge of DoD Networks and systems integration practices
- Security+, MCITP: Windows Server Certifications preferred
37
Help Desk Support Specialist Resume Examples & Samples
- Ability to work standard shift hours of 8am
- 4pm
- Possession of excellent oral and written communication skills, including e
- Mail, IM, phone, and in
- Person
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Help Desk Support Specialist Resume Examples & Samples
- Responsible for user support of hardware and software
- Troubleshoot all problems related to computer and printer use
- Assist students, faculty and staff with software and hardware use
- Assist department with monitoring its storage units
- Assist department in monitoring all the toners and imaging units on a daily basis
- Maintain individual print station computers and provide upgrades when necessary
- Coordinate with the Systems Administrator to perform regular maintenance checks on the workshop computers
- Ensure front desk coverage
- Perform all necessary hardware and software maintenance
- Work with DIC staff to keep track of supplies and other equipment students check out from the office
- Submit monthly reports of troubleshooting and maintenance related tasks to supervisor
- Other duties as assigned by Manager or Systems Administrator
- 2-4 years of related experience is required
- Knowledge of Network and Communications technology required
- Experience with IT Helpdesk structure and processes required
- Knowledge Mac OS, Adobe Master Suite CC required
- Experience with Fiery software, Onyx RIP, printer configuration, and remote management software strongly preferred
- Must have a strong work ethic, be professional, self-motivated organized and detail-oriented
- Ability to work independently with minimal direction
- Candidate must possess excellent interpersonal, written and verbal communication skills
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Help Desk-support Specialist Resume Examples & Samples
- Provides technical support and problem resolution for information systems customers
- Configures, installs, and supports microcomputer hardware and software
- Develops and writes specifications and procedures for the installation and use of a variety of information system technologies
- Provides client training regarding use of System standard hardware and software
- OS Support
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Help Desk Support Specialist Resume Examples & Samples
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Report issues to IT Management for escalation
- Bachelor’s Degree in Information Systems, Business, Communications or related field or equivalent years of experience
- 1-2 years of relevant technical experience
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Sxxi Help Desk Support Specialist Resume Examples & Samples
- Provide Help Desk Support to DSO GEMSIS Spectrum XXI (SXXI) user community
- Under general direction, provides second-tier support to end-users for PC, server, mainframe applications, and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems
- Responsible for providing support to end-user community on difficult hardware, software and network related problems, questions, and use. May provide training and guidance to more junior help desk personnel. Provides resolutions to out of the ordinary issues for users. If unable to diagnose problem, will work with Help Desk Management to diagnose and resolve problem. Responds to tier two and higher trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Closes activities of tickets assigned. Responsible for providing in-depth and high level, support to end-user community on hardware, software and network related problems, questions, and use. Provides problem resolution to users. Confers with user to determine problem. Ensures problem ownership and promotes end-user satisfaction
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Help Desk Support Specialist Resume Examples & Samples
- 1 year of experience with providing customer service and performance support
- Experience with data management, analysis of quantitative and qualitative data, and performance measurement
- Experience in working with and supporting senior leadership
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Help Desk Support Specialist Resume Examples & Samples
- Provides first level telephone support to company personnel by maintaining a working knowledge of all internal applications to provide support when needed
- Provides first level telephone support to employees for network issues, including resetting passwords and starting printers
- Accurately log incidents and service requests into Managed Service Providers IT Service Management Tool
- Owns, monitors, tracks and communicates status on incidents and service requests to resolution and closure
- Escalates and communicates issues to Anchor Bank management and 3rd party vendors when service levels are being breached
- Provides administration support for adding new users to systems and application where applicable
- Regularly communicate with customers, troubleshoot and resolve problems and/or inquiries received by the Technical Support Help Desk/Contact Center using designated tools and procedures
- Interact with internal & external escalation resources to resolve complex tech issues
- Consult with other vendors to mutually agree upon the best approach to resolving issues
- Recommend current supported software apps & hardware appropriate to best meet requirements
- Participate in the maintenance of technical support documentation including customer information, manuals, procedures, and processes to ensure the accuracy of the information
- Acquire and maintain knowledge on newly purchased & existing supported desktop software, hardware, & systems
- Responsible for creation and maintenance of knowledge articles to be used internally and/or externally regarding training, best practices, solutions or process as it relates to products, environments, and related technologies
- Assist with testing of new or upgraded PC software & hardware releases as requested
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Help Desk Support Specialist Resume Examples & Samples
- Provide first and second level support for all incoming requests via telephone, email, and face-to-face
- Manage the day-to-day operations of a help desk
- Acknowledge receipt of all user requests within defined service levels
- Interview users to collect information about problem and lead user through diagnostic procedures to determine source of error
- Prepare standard statistical reports, such as help desk incident reports
- Analyze and evaluate incident reports and make recommendations to reduce help line incident rate
- Consult with developers to explain software errors or to recommend changes to programs
- Log detailed description of issue into trouble ticket system and manage trouble ticket to closure
- Prior experience with PC software, operating systems and applications
- Cornerstone on Demand or Learning Management System experience a plus but not required
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Hcs Help Desk Support Specialist Senior IT Customer Support Resume Examples & Samples
- Ensures the customer is updated on status of incident, for communicating the solution, and is satisfied with solution before closing ticket
- Documents all requests, problems, and resolutions
- Maintains inventory of equipment and supplies, ordering as needed
- Takes lead role in organizing and monitoring training for new Help Desk employees. Works with management to assess readiness of new hires to independently execute job duties
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Help Desk Support Specialist Resume Examples & Samples
- AS degree or higher required
- 2+ years of related experience
- Hardware/Software troubleshooting skills
- Ability to correctly replace hardware and install software applications
- Knowledge of configuring network components
- Ability to follow department procedures to carry out various projects involving hardware and/or software deployment
- Understanding of SCCM image deployment
- Knowledge of various pc, laptop and mobile devices
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Help Desk Support Specialist Resume Examples & Samples
- 2 weeks Paid Vacation
- Provide end user support for clinical, radiology and enterprise applications, problem troubleshooting, repair/fix, and ongoing support process improvements. Work closely with help desk team members to drive productivity, system uptime and client satisfaction
- Responsible for day-to-day operation of RIS/PACS including HL7 messaging, DICOM image workflow and other related services
- Provide primary desktop support for internal admin/support staff and radiologists
- Perform routine maintenance functions, including audits and system maintenance
- Varied working hours, including overnight shifts, may be required
- Create documentation and training materials as needed
- Track issue and resolutions for requests in the ticketing system
- Adhere to all company policies and procedures
- 4+ years experience in desktop and network systems support
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Help Desk Support Specialist Tier Resume Examples & Samples
- Manage and monitor problem ticket trends. Analyze incidents and determine level of support required
- Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions
- Maintain a database of all customer assistance telephone calls and messages for assistance
- Maintain and monitor all incidents records within the ticketing system and assist in their resolution
- Provide feedback on issues for the team’s knowledge database
- Document customer requests and the action(s) taken and provide follow up
- Inform customers of progress and status of calls/tickets. Interact with customers and co-workers to diagnose and resolve problems
- Escalate and accurately document various technical problems
- Assist with and participate in testing and deployment/delivery of new projects
- Follow prescribed guidelines and official Standard Operating Procedures
- Respond to customers in a friendly, professional and technically accurate manner
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Help Desk Support Specialist Tier Resume Examples & Samples
- Provide second-level escalation support to the front-line (Tier 1) Help Desk
- Resolve Call Center Tech Support tickets and provide desk-side customer support
- Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end-user equipment, local and wide area networks, data storage systems, Active Directory, and other third-party software
- Document and resolve Incidents and Work Orders in ticket tracking system
- Work with executive-level and VIP customers, providing a “white glove” service where necessary
- Reassign or escalate incidents and requests to appropriate support level, third parties or other teams as needed
- Track all work, inventory, and projects using a ticketing system
- Travel to client sites in the Washington, D.C. region as needed
- Work with outside vendors re: software and hardware troubleshooting, repair and replacement
- Provide input and update knowledge base as necessary
- Coordinate the logistics of and conduct the movement of assets and equipment to various client facilities as needed
- Maintain organized resource/hardware storage room(s)
