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Help Desk Technician Resume Samples
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0-5 years of experience
Operated as a service point-of-contact for help desk. Assisted users by diagnosing, troubleshooting and resolving support tickets.
- Provided daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance.
- Deployed, maintained and operated numerous devices such as PCs, data projectors, iPads, smartphones, and sound systems.
- Assisted in the installing and maintenance of the networking infrastructure. Helped transition wireless network from hot-spots to 100% signal coverage by installing and upgrading switches, APs and routing Cat5 cable.
6-10 years of experience
Served two key clients of Sutherland, one that manufactured electronic devices for the consumer market and one that manufactured electro-mechanical devices for the consumer market. Provided inbound callers and e-mailers with technical support on behalf of these clients. (All client names proprietary.)
- Provided sales representatives of client that manufactured electronic devices with technical support on Microsoft Outlook, printers, and network connections. Responded to inbound calls.
- Provided customers of client that manufactured electro-mechanical devices with technical support on these devices. Responded to inbound calls and e-mails.
- Consistently demonstrated comprehensive product knowledge and represented both of these key Sutherland clients enthusiastically and professionally.
- Successfully managed a demanding workload in responding to telephone calls and e-mails.
- Consistently provided superior quality, timely problem-solving to callers and e-mailers.
- Contributed to call center team productivity and customer satisfaction by serving as an escalation point for technical issues other help desk technicians were resolving for their callers.
- Earned a reputation for genuine desire to provide outstanding assistance to callers and for patience, always demonstrating empathy for the problems callers were facing, and the ability to effectively diffuse situations involving callers under pressure.
- Received a Five-Year Award for excellent service to Sutherland and its clients.
0-5 years of experience
Provide technical and troubleshooting support to faculty, staff and students on hardware and software
- Researched and implemented new imaging processes for Windows 8 machines
- Led documentation efforts to ensure ease of access to critical information
- Handled 10+ technical/mission critical calls daily for 1500+ users and 500+ computers
10+ years of experience
Regulary provided efficient technical support over the phone and network
- Provided dial in support for 1100+ stores to troubleshoot hardware and software problems.
- Responsible for dispatching and logging technical calls to the proper support areas.
- Managed multiple networking protocols, installed routers and configured IP addresses.
- Created training instructions on retrieving data, and shipping and tracking logs.
- Supervised daily retrieval of sales data.
0-5 years of experience
- Provided Macintosh, PC, printer, and networking end user technical support for law school students, faculty, and staff in person, via email, and via telephone
- Promptly logged and updated status and progress of projects in support ticketing systems
- Assisted supervisor as part of the interview committee to hire a fourth student Help Desk technician. Trained new hire from 09/2012-09/2013 in Help Desk systems, procedures, and etiquette
- Significantly improved to nearly 100% the likelihood of the Help Desk’s ability to provide a clean, freshly updated Macintosh or PC laptop for use as a loner or by supervisors at any given time
- Performed hardware and software troubleshooting, maintenance, and installation as required by supervisor, students, staff, or faculty
- Created and maintained all Help Desk forms and signage including 2012 and 2013 Macintosh and PC annual technology guides for students
- Assisted in daily maintenance and support of Law Library and Help Desk copiers, printers, and computers
0-5 years of experience
Assist user with ADP Drive application from Account, Sales, Service and part functions.
- Installed and configured printer, workstation, scanner and point of sale devices.
- Created user manuals and provided technical support sessions for new employees.
- Setting up of conference facilities (video and tele-conference), and providing technical support.
6-10 years of experience
Analyzed and troubleshot computer support problems as well as apply knowledge of software, hardware products and services to resolve problems of users.
- Implemented and tested new software as well as upgraded existing software.
- Provided second level support to internal help desk to solve user concerns with specific applications.
- Assisted in software selection and development of procedures provided support for software, printing, and network access issues.
0-5 years of experience
Performed diagnostics and troubleshooting of system issues, documented help desk tickets/solutions, and maintained equipment inventory lists
- Provided computer help desk support via telephone, face to face and remote desktop communication with end-users utilizing customer service techniques and strong communication skills
- Prioritized and escalate issues where required
- Installed operating systems, software, antivirus and patches, and peripherals for users to ensure optimal performance
- Provided technical training on hardware/software for new and existing users
- Created help desk documentation with step by step instructions on problem solving techniques
- Resolved technical problems with Local Area Network (LAN), Wide Area Network (WAN) and other systems
0-5 years of experience
Provide technical support to customers regarding service issues on telephone, email and through tickets
- Analyze and troubleshoot software and hardware issues
- Create help desk documentation with step by step instructions on problem resolving techniques.
- Managed and successfully assisted in creating and reactivating over two thousand six hundred different unclassified user accounts, along with two hundred classified user accounts. Processed over one thousand two hundred service desk trouble call tickets and coordinating with over ten various departments at Joint Base Lewis McCord’s Network Enterprise Center.
- Maintained a Secret Clearance to obtain classified documents, and handle government equipment.
- Managed remedy system to create all, source of trouble ticket to satisfy customers tech issues.
- Responsible for over, one million dollar government equipment’s such as computer laptops, printers, and scanners.
0-5 years of experience
Worked as a contractor to EDS to support the ATF
- Installed and configured software and drivers
- Diagnosed and repaired Operating System problems.
- Administered user’s rights, memberships, and access in Active Directory.
- Diagnosed and corrected first level networking issues.
- Diagnosed and corrected first level wireless networking issues.
- Diagnosed, assigned, and monitored hardware repairs.
0-5 years of experience
Created documentation and generated reports for all troubleshooting procedures, as well as common and reoccurring PC application, OS and hardware as well as final repairs for multiple clients.
- Worked with PC manufacturers to support and replace when necessary both warrantied and non-warrantied system hardware.
- Provide both level 1 and 2 support for on-site and remote clientele troubleshooting both application and OS related software issues.
- Application support includes Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft Office 365, Filemaker Pro, Cisco Call Manager, and Toshiba TopAccess.
- Responsible for setting up network print devices, which included setup both from a hardware perspective as well as configured devices on print servers and client side configuration.
- Provided end-user support on user-accounts using Active Directory to troubleshoot and reset passwords.
0-5 years of experience
Main responsibilities included the day -to -day operations of the helpdesk.
- Hours of operation (7am-7pm) ran on a rotation schedule 7 days a week within the helpdesk staff.
- Provided computer help desk support via telephone communications with end-users.
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions using Trackit, and maintained equipment inventory lists with excel.
0-5 years of experience
- Closed over 800 job tickets using the Remedy ticketing system which also includes following up with costumers to ensure jobs were completed to their satisfaction
- Managed the work schedule for the night shift
- Imaged over 2000 computers to adhere to ACC Network baseline security measures
- Sent daily report to management to evaluate and acknowledge the previous day/nights events
- Trained incoming personnel on help desk responsibilities and security practices
- Created a continuity books that contains procedures for over 30 common help desk problems
0-5 years of experience
Provided Tier 1 support for hardware and software related issues
- Installed and configured hardware, including workstations, printers, phones, server UPSs, etc.
- Installed and configured various workstation software
- Interacted with hardware and software vendors to resolve issues
- Monitored server and device logs for unusual activity and reported suspicious traffic to management
- Created and maintained workstation documentation
- Maintained the IT asset database and tracked hardware
- Performed software updates and patches
0-5 years of experience
Provide telephone or electronic 1st-level technical support for the determination, resolution, or escalation of technical problems related to Windows environments and Windows applications, electronic mail, enterprise applications and databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issues.
- Troubleshoots problems using remote desktop control products where possible and documents all services provided
- Interacts with customers with a high degree of tact and diplomacy to promote a positive image of the department
- Uses verbal and written communications to demonstrate a customer-focused attitude when dealing with customers
- Uses the Support Center ticket database (Service Center) to open and track tickets
- Resolves problems at 1st level at least 60% of the time
- Escalate open tickets when necessary to a 2nd-level Technician
0-5 years of experience
Provided computer help desk support via telephone communications with end-users.
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
- Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support
- Experienced with Remedy trouble ticketing System
- Create, update, monitor and assign Remedy tickets
0-5 years of experience
Provided Telecom help desk support via telephone communications with end-users
- Experience providing customer support in busy call center environments
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists
- Perform various administrative duties such as compile literature, prepare mailing labels and envelopes, and disburse via postal service
0-5 years of experience
Distributed maintenance, repair, upgrades, enhancements, and configuration of hardware, software and operating systems in a networked environment.
- Performed complex technical analysis and work effectively in a team environment.
- Performed a microcomputer installation and maintenance and microcomputer software installation and configuration
- Supported client configuration, and network access in Microsoft or other systems
- Hands-on experience with the installation, configuration, and use of a wide range of COTS (Commercial Off-The Shelf) desktop software and hardware in a networked environment
- Identified issues relating to the use of technology that are affecting clients and advises appropriate personnel.
- Worked individually and within teams to develop solutions that improve the use of technology within Baltimore City Police Department
- Participated in department-wide projects such as hardware/software rollouts, office moves, etc.
0-5 years of experience
- Supervised a team of 5 student technicians
- Created and implemented tracking process to improve efficiency of trouble ticket processing
- Provided Disaster Recovery analysis and suggestions to Network Team, CIO, and VP’s of College
- Interviewing various administrative business units regarding ongoing Disaster Recovery efforts
- Lead training sessions/enhancements for students, faculty, and staff
- Published training manuals for instructors to help them better understand instructional technology capabilities
- Produced instructional videos as visual aides to assist instructors in learning objectives
0-5 years of experience
Provided help desk support to via telephone communications and remote desktop with end-users
- Performed diagnostics and trouble shooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists
- Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
- Create help desk documentation with step by step instructions or techniques
- Experience with Active Directory
- Assist in the implementation of software along with performing software upgrades
0-5 years of experience
- Supported multiple consumer vendors and provided multiple tiers of support.
- Troubleshooting involved all versions of windows and mac OS.
- Primary focus on advanced malware removals and resolving system performance problems.
- Large scope of support. Handling most all technical issues than can be resolved using remote utilities or phone support.
- Fast paced technical work. 3-5 remote sessions active at all times, 80+ calls daily.
0-5 years of experience
Provide troubleshooting by accurately assessing the customer’s product issue and utilizing the best avenue to resolve the problem.
- Perform diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
- Manage hardware capacity and performance and assess hardware needs.
- Providing computer help desk support via telephone communications with end-users.
- Provide appropriate personnel a precise understanding of user’s issues when the problem needs to be escalated to a higher level.
0-5 years of experience
Project Lead for the Shearers acquisition, responsible for connecting all five facilities to the Utz
network.
- Spearhead the Technical Services website functionality using a desk.com layout.
- Create macros for analysts to construe data for writing reports.
- Orchestrate the setup of new computers for employees by formatting and installing the appropriate
- Provide technical support for over 800 employees troubleshooting printers, phones, computers, and
- Communicate with various 3rd party cable and telephone companies to resolve network connectivity
- Collaborate with Help Desk team by aiding in the resolution of new issues presented to the team.
0-5 years of experience
Provided computer help desk support with end-users.
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists in a training environment.
- Assisted in the roll-out of over 20 Desktop computer systems.
- Performed memory upgrades, re-installation of operating systems.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
