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4 Desktop Support Resume Examples - Here's What Works In 2024

Computers went mainstream in the 80s and have become vital components of operational efficiency. in this digital era, organizations rely on computers to run virtually all functions. so as the digital space keeps growing in size and complexity, it’s logical that the demand for skilled desktop support staff will also increase. however, the journey to getting into these roles starts by writing a powerful desktop support job resume outlining your skills and expertise. here is how to do it..

Computers, laptops, and tablets have become mainstays in organizations and homes. The first-ever PCs hit the market in 1974, and by 2000, more than half of U.S. households had a computer. Data from various industry reports suggest that computer ownership is rapidly approaching saturation among American homes, with 95.2% owning at least one computer.

Computers perform a wide range of functions, making them integral to everyday life. While most people can carry out basic functions using these digital electronic machines, they will likely need technical support occasionally when things get a little complicated. This is where desktop support professionals come into the picture. These are usually IT professionals with above-average technical knowledge of software systems and computer hardware. Desktop support chiefly deals with desktop or laptop issues. Their roles and responsibilities mainly fall into:

• Operational management
• Acquisition and deployment
• Strategy and planning

The minimum academic requirement for desktop support roles is a Bachelor’s degree in Computer Science or a related field. In some cases, a high school diploma or an Associate’s degree may be acceptable, especially for candidates with solid backgrounds in technical systems and hands-on knowledge. Top in-demand certifications in 2023 include:

• CompTIA Network+
• Google IT Support Professional Certificate
• Cisco Certified Network Associate (CCNA)
• Information Technology Infrastructure Library (ITIL)
• Microsoft certifications – Modern Desktop Administrator Associate, Azure Solutions Architect, etc.

Overall employment of desktop supports is projected to grow by 9% from 2020 to 2030 . This translates to an average of 70,400 jobs every year. So, this is undoubtedly a vibrant industry with good job security.

Desktop Support Resume Templates

Jump to a template:

• Desktop Support Representative
• Desktop Support Analyst
• Desktop Support Specialist
• Desktop Support Engineer

Jump to a resource:

• Keywords for Desktop Support Resumes

Desktop Support Resume Tips

• Action Verbs to Use
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 4: Desktop Support Representative Resume Example

This professional is also a customer service representative. They are mainly responsible for customer and client queries, complaints and inquiries. They are usually the first contact point with customers whenever an issue crops up and for introductory information. In some cases, they can perform proactive maintenance and other technical assistance. This desktop support representative resume example highlights the applicant’s core duties and responsibilities throughout their career. Being a highly technical field, the resume has a separate skills section that showcases the applicant’s skill set. All of these are built on a solid Computer Information Technology educational background.

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Tips to help you write your Desktop Support Representative resume in 2024

   summarize your key strengths/achievements in desktop support using a resume summary.

Hiring managers do not have enough time to go through entire resumes. So they mostly skim through in under 8 seconds as they look for the ideal candidate. Therefore, condense your key achievements and strengths in the resume summary where they can’t be missed. Keep it short and precise, 3-4 sentences. Notice how this applicant captures their expertise in Windows OS in the resume summary.

   Use numbers to show your impact as a desktop support representative

Numbers Don’t Lie – show the hiring manager that you’re results-oriented by quantifying your accomplishments. Use numbers and percentages when highlighting what you’ve done and achieved. For example, simply saying “Enhanced customer satisfaction and reduced costs” isn’t as impactful as “Enhanced customer satisfaction by 48% and reduced costs by an average of 37% by….”

Skills you can include on your Desktop Support Representative resume

Template 2 of 4: desktop support analyst resume example.

Support analysts analyze, repair and maintain computer software and hardware systems. They can also communicate directly with clients while responding to tickets, troubleshooting or resolving problems. In larger organizations, they may be tasked with developing and enforcing IT policies that promote the organization’s overall objectives. This desktop support analyst resume template solely focuses on the applicant’s relevant job experience. This is useful if an applicant targets a specific role and wants to match their skill set to those in the job description. Moreover, a solid academic background in Information Technology demonstrates the applicant’s foundational knowledge and ties to their career.

Tips to help you write your Desktop Support Analyst resume in 2024

   tailor your resume to the desktop support analyst job.

So you might have worked in several different desktop support roles, and it may be impractical to list everything you’ve done in your career. The standard practice is to structure your resume to focus more on the new role you’re applying for. You could feature other responsibilities that match those of the job you’re applying for. This resume effectively captures this concept.

   Focus on desktop support analyst keywords and experience only

Using technical language effectively demonstrates your expertise in the job position you’re applying for. So terms and phrases like “laptop rollout deployment,” “load sets for Windows,” “software version tracking,” “troubleshooting,” and so on makes your resume sound professional and prove you’re familiar with such concepts.

Skills you can include on your Desktop Support Analyst resume

Template 3 of 4: desktop support specialist resume example.

A desktop support specialist is an upper-tier role. The holder of this office essentially performs the functions of a desktop support analyst but on a broader scope. In addition to technical support, a desktop support specialist also offers administrative support. These professionals typically have extensive knowledge of an organization’s IT infrastructure and, therefore, oversee its maintenance. As this desktop support specialist resume template indicates, applicants for such top-tier desktop support roles must demonstrate a wealth of experience and an expansive skill set. So, the resume focuses more on these two components. The resume shows the applicant’s broader knowledge (Master’s degree in Psychology), which can be handy when working with other people and teams on projects.

Tips to help you write your Desktop Support Specialist resume in 2024

   demonstrate your coordination and organization skills.

At this level, hiring managers are more interested in applicants with people, coordination and organizational skills. These are important for cooperative teamwork, mentoring, supervision, and project management. This resume showcases the applicant’s ability to train other employees, cooperate/work with different teams, and lead projects.

   Go all out with your desktop support specialist skills

Notice how this resume template highlights many of the applicant’s technical skills. Desktop support roles are typically skill-intensive, so if you have the skills, flaunt them. For such senior positions, more skills show you have the baseline abilities to fill the position. It also shows you’re an ambitious person.

Skills you can include on your Desktop Support Specialist resume

Template 4 of 4: desktop support engineer resume example.

This professional carries out various duties, including fixing software and hardware issues, security and server problems, and customer queries and inquiries. Apart from a strong educational background, proven work experience and advanced knowledge of computers, chipsets, hardware and software systems, and peripherals are major requirements for applicants. This desktop support engineer resume example shows an applicant with extensive industry experience and an equally impressive skill set. The resume zeroes in on the recent roles and responsibilities the applicant performed in the capacity of a support engineer in other workstations. A strong educational background in Network Engineering coupled with a CompTIA A+ certification strengthens this resume significantly.

Tips to help you write your Desktop Support Engineer resume in 2024

   show impact or ability to impact the bottom line.

One of the top-selling points for applicants seeking high-profile roles like these is the ability to impact the company’s bottom line, i.e., costs and revenues. So, demonstrate how your contributions directly or indirectly led to increased revenue, reduced costs, or improved work efficiency. For example, this applicant indicates they “designed a training course that increased efficiency by 25%.” This shows they possess the expertise to identify and eradicate deadweights to boost efficiency.

   Show why you’re the ideal desktop support engineer candidate

For top-tier roles like this one, it’s vital to prove that you can handle the demands of the position. This means showing the hiring manager you have the proper academic credentials, experience, and certifications. Notice the emphasis on ‘proper.’ For example, highly valued degrees are Information Technology, Computer Networking and Computer Science. Similarly, top in-demand certifications include Citrix Certified Administrator, Microsoft Certified Systems Engineer (MCSE), etc.

Skills you can include on your Desktop Support Engineer resume

We spoke with hiring managers at companies like Intel, Dell, and IBM to understand what they look for in desktop support resumes. Based on their feedback and our own expertise, we've put together the following tips to help your resume stand out. By focusing on the specific skills and experiences that matter most in this field, you can create a resume that will catch the attention of top employers.

   Highlight your technical skills

Employers want to see that you have the specific technical skills needed for the job. Be sure to include:

• Operating systems you're proficient in, such as Windows, Mac OS, and Linux
• Software you're experienced with, like Microsoft Office, Adobe Creative Suite, and antivirus programs
• Hardware you can troubleshoot and repair, such as printers, scanners, and mobile devices

Don't just list the skills though. Provide specific examples of how you've used them, such as:

Resolved 50+ user tickets per week, troubleshooting issues with Windows 10, Microsoft Office, and HP printers

   Show your customer service experience

Desktop support is as much about helping people as it is about fixing computers. Hiring managers want to see that you have strong customer service skills. Highlight any experience you have working directly with customers or end-users, even if it's from a different industry.

For example:

• Provided friendly and patient technical support to 100+ users per day in a busy call center environment
• Consistently met or exceeded customer satisfaction targets, maintaining a 95%+ rating

Avoid generic statements like:

• Good communication skills
• Works well with others

   Quantify your impact

Where possible, use numbers to show the impact you've had in previous roles. This helps employers understand the scope of your experience. For example:

• Managed a fleet of 500+ Windows PCs across 3 offices
• Implemented a new ticketing system that reduced average resolution time by 25%
• Created a self-service knowledge base that decreased support requests by 15%

Avoid vague statements like:

• Handled a high volume of support tickets
• Improved efficiency of the IT department

   Include relevant certifications

Certifications show employers that you have the knowledge and skills they're looking for. Some of the most valuable certifications in desktop support include:

• Microsoft Certified Desktop Support Technician (MCDST)
• Apple Certified Support Professional (ACSP)
• HDI Desktop Support Technician

List your certifications in a separate section to make them easy for hiring managers to find. Include the full name of the certification, the issuing organization, and the date you earned it.

   Showcase your problem-solving skills

Desktop support is all about solving problems. Employers want to see specific examples of how you've troubleshot and resolved technical issues. Use bullet points to describe the problem, the steps you took to investigate, and the solution you implemented.

• Investigated reports of slow network performance, identified a malfunctioning switch as the root cause, and coordinated replacement, restoring normal speeds for 200+ users
• Diagnosed and resolved a complex software conflict that was causing frequent crashes for a critical business application, resulting in improved stability and productivity for the accounting department

   Tailor your resume to the job

Every company has different needs and uses different technology. Review the job posting carefully and customize your resume to highlight the skills and experience that are most relevant to that specific role. If the job requires experience with a particular software or operating system, make sure that's prominently featured.

For example, if the job posting mentions that the company uses Cisco networking equipment, you might include something like:

• Extensive experience troubleshooting and configuring Cisco routers and switches

Avoid using the exact same resume for every job application. A tailored resume shows the employer that you've taken the time to understand their needs and that you're a strong match for the role.

Writing Your Desktop Support Resume: Section By Section

  header, 1. put your name front and center.

Your name should be the most prominent element in your header, as it's the first thing recruiters will look for. Make sure it stands out by using a larger font size than the rest of your contact details.

• Sarah Johnson

Avoid nicknames or unprofessional email addresses that could raise eyebrows:

• Johnny "The Tech Guy" Smith
• [email protected]

2. Include essential contact information

In addition to your name, your header should include the following contact details:

• Phone number
• Professional email address
• Location (City, State)
• LinkedIn profile URL (optional)

Keep your header concise by presenting this information on a single line, separated by vertical bars or bullets. For example:

John Smith | 555-123-4567 | [email protected] | New York, NY | linkedin.com/in/johnsmith

3. Showcase your desktop support specialization

If you have a specific area of expertise within desktop support, consider highlighting it in your header. This can help catch the attention of employers seeking candidates with your particular skill set.

• John Smith, Windows 10 Migration Specialist
• Sarah Johnson, macOS Support Technician

However, avoid using generic or vague titles that don't effectively communicate your value:

• John Smith, IT Professional
• Sarah Johnson, Computer Enthusiast

  Summary

A resume summary for a desktop support role is optional, but it can be a great way to provide additional context about your experience and skills that may not be immediately obvious from the rest of your resume. It's especially useful if you're changing careers or have a lot of experience to summarize. However, avoid using an objective statement, as it's outdated and doesn't provide value to the hiring manager.

When writing your summary, focus on highlighting your most relevant qualifications for the desktop support position. Avoid repeating information that's already covered in other sections of your resume. Instead, use the summary to give a high-level overview of your skills and experience, and incorporate keywords from the job description to help your resume perform better in applicant tracking systems (ATS).

To learn how to write an effective resume summary for your Desktop Support resume, or figure out if you need one, please read Desktop Support Resume Summary Examples , or Desktop Support Resume Objective Examples .

1. Highlight your technical expertise

Emphasize your technical skills and experience that are directly relevant to the desktop support role. This can include:

• Specific operating systems (e.g., Windows, macOS, Linux)
• Hardware and software troubleshooting
• Network connectivity issues
• Remote desktop support

Experienced desktop support technician with 5+ years of experience troubleshooting and resolving hardware, software, and network issues for Windows and macOS systems. Skilled in remote desktop support, system imaging, and user training.

Avoid generic or irrelevant statements like:

• Proficient in various software applications
• Experienced in customer service

2. Demonstrate problem-solving abilities

Desktop support roles require strong problem-solving skills to diagnose and resolve technical issues effectively. Showcase your ability to think critically and find solutions in your summary. For example:

Analytical desktop support professional with a proven track record of quickly identifying and resolving complex technical issues. Adept at communicating with non-technical users and providing clear guidance to prevent future problems.

Avoid vague or cliched statements that don't provide concrete examples of your problem-solving abilities, such as:

• Excellent problem-solver
• Able to think outside the box

Instead, focus on specific instances where you demonstrated your problem-solving skills and the positive outcomes you achieved.

  Experience

When applying for desktop support roles, your work experience section needs to show that you have the technical skills and customer service abilities to excel in the role. Hiring managers want to see that you can troubleshoot and resolve technical issues, communicate effectively with non-technical users, and have experience with the specific hardware and software used in their environment.

In this section, we'll break down how to write a compelling work experience section for desktop support roles, including what to highlight and what to avoid.

1. Highlight your technical skills

Employers want to know that you have the technical chops to hit the ground running. When describing your past roles, call out the specific hardware, software, and tools you've worked with that are relevant to the job you're applying for.

• Provided technical support for Windows and Mac operating systems, including troubleshooting hardware and software issues
• Maintained and updated Dell desktops and laptops, as well as HP printers and scanners
• Supported Microsoft Office Suite, Google Workspace, and Adobe Creative Cloud applications

Avoid simply listing generic responsibilities or buzzwords without context:

• Responsible for troubleshooting technical issues
• Worked with a variety of hardware and software
• Provided end-user support

2. Show off your customer service skills

Desktop support is not just about fixing computers - it's also about working with people. Hiring managers want to see that you have the communication and interpersonal skills to effectively support end-users.

Highlight experiences where you:

• Provided friendly and professional support to non-technical users
• Clearly explained technical concepts in easy-to-understand terms
• Patiently walked users through troubleshooting steps
• Went above and beyond to ensure user satisfaction

Received positive feedback from users for friendly and patient support in resolving technical issues. Maintained a 98% customer satisfaction rating based on post-support surveys.

Whenever possible, include metrics that demonstrate the impact of your customer service skills. Did you maintain a high customer satisfaction rating, resolve issues within a certain timeframe, or receive positive feedback from users or managers?

3. Demonstrate your problem-solving abilities

At the end of the day, the primary role of desktop support is to solve problems. Employers want to see that you have strong troubleshooting and problem-solving skills.

When describing your past experience, highlight specific examples of how you:

• Diagnosed and resolved complex technical issues
• Implemented creative solutions to challenging problems
• Proactively identified and addressed potential issues before they impacted users

Troubleshot and resolved a recurring issue with the sales team's CRM system that was causing data loss and downtime. Identified the root cause as a conflict with a recently installed plugin, and worked with the vendor to develop a patch. Solution prevented an estimated $10K in lost productivity per week.

4. Highlight your achievements and impact

Whenever possible, quantify your achievements and the impact of your work. This helps hiring managers understand the scope of your responsibilities and the value you brought to your previous roles.

Some examples of achievements and metrics to include:

• Number of users or devices supported
• Average resolution time for support tickets
• Percentage of issues resolved on first contact
• Amount of downtime prevented or productivity saved through your efforts
• Positive feedback or recognition from users or management

Supported a team of 150+ users across multiple offices, managing an average of 50+ support tickets per week. Consistently exceeded SLA targets, with an average resolution time of 2 hours for critical issues. Recognized by management as a top performer on the support team.

  Education

The education section of your resume is important to showcase your academic background and training. When applying for desktop support jobs, highlight your relevant education and certifications. Follow these tips to write an effective education section that will impress hiring managers.

1. List your highest degree first

Start your education section with your highest degree, such as a bachelor's or associate's degree. If you have multiple degrees, list them in reverse chronological order.

Here's an example of how to format your degree:

Bachelor of Science in Computer Science University of ABC, City, State Graduation Date: May 2020

If you have a degree in progress, you can still include it. Just make sure to note your expected graduation date.

2. Include relevant coursework

If you're a recent graduate or have limited work experience, you can include relevant coursework in your education section. This can help demonstrate your knowledge and skills to potential employers.

Here's an example of how to list relevant coursework:

• Relevant Coursework: Network Administration, Operating Systems, Computer Hardware, Troubleshooting

However, avoid listing irrelevant or basic courses that don't relate to the desktop support role, such as:

• Relevant Coursework: English 101, History 201, Psychology 101

3. Highlight your certifications

Certifications are important in the IT field and can help you stand out from other candidates. If you have any relevant certifications, such as CompTIA A+, Network+, or Microsoft certifications, make sure to include them in your education section.

Here's an example of how to list your certifications:

CompTIA A+ Certification Issued: June 2019 Expiration: June 2022

If you have multiple certifications, list them in order of relevance or recency. You can also create a separate "Certifications" section if you have several to list.

4. Keep it concise for senior roles

If you're applying for a senior desktop support role and have extensive work experience, you can keep your education section brief. Hiring managers will be more interested in your professional experience and accomplishments.

Here's an example of a concise education section for a senior candidate:

• Bachelor of Science in Information Technology, XYZ University

Avoid listing graduation dates or irrelevant details that could lead to age discrimination, such as:

Bachelor of Science in Information Technology XYZ University, City, State Graduation Date: May 1995 GPA: 3.5/4.0 Relevant Coursework: Programming 101, Database Management

Action Verbs For Desktop Support Resumes

These are also referred to as power verbs. We recommend using them at the beginning of your sentences, where you highlight your accomplishments and experience. Try not to overuse these verbs. The rule of thumb is to use a different one for every sentence. Actions verbs add power and poise to your delivery, so use them accordingly.

For resumes for desktop support positions, you can use the following actions verbs:

• Implemented
• Investigated

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Desktop Support Resumes

Skills for desktop support resumes.

The rule of thumb when presenting your skills is to start with what the employer is looking for. So name-drop the critical skills from the job description and tailor your resume accordingly. Most organizations use keyword finders (ATS) in their resume-screening process. So ensure you don’t leave out relevant skills to help your resume pass the review stage.

Look for the most in-demand certifications and add them to your resume (if you have them!). For example, Certified Network Computer Technician (CNCT), CCNP Service Provider Operations, and Microsoft Certified Desktop Support Technician (MCDST) are among the most sought-after.

Here are other skills that you can add:

• Active Directory

Technical Support

• Troubleshooting
• Computer Hardware
• Microsoft Endpoint Configuration Manager
• Windows Server
• Software Installation
• Printer Support
• Microsoft Exchange
• Operating Systems
• Virtual Private Network (VPN)
• System Administration
• Remote Desktop
• Desktop Computers
• Service Desk

How To Write Your Skills Section On a Desktop Support Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Desktop Support Resumes

This word cloud highlights the important keywords that appear on Desktop Support job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

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Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
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• Similar Resumes

Common Responsibilities Listed on Desktop Support Engineer Resumes:

• Troubleshoot hardware and software issues on desktop computers
• Install and configure operating systems, applications, and software updates
• Maintain and repair computer hardware and peripherals
• Set up and configure new computers and peripherals
• Assist with network connectivity issues
• Provide technical support to end users
• Monitor and maintain system performance
• Create and maintain user accounts and profiles
• Assist with data backup and recovery
• Ensure compliance with security policies
• Provide training and guidance to end users

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

Desktop Support Engineer Resume Example:

• Implemented a proactive monitoring system for desktop computers, reducing downtime by 25% and improving overall system performance.
• Developed and delivered training sessions to end users on best practices for software usage, resulting in a 20% decrease in support tickets related to user errors.
• Collaborated with the IT security team to implement and enforce security policies, ensuring compliance with industry regulations and reducing the risk of data breaches.
• Managed the deployment of a new ticketing system, resulting in a 30% increase in ticket resolution efficiency and improved customer satisfaction ratings.
• Developed and implemented a standardized process for computer setup and configuration, reducing setup time by 20% and improving consistency across the organization.
• Provided technical expertise and guidance during the company's migration to a new operating system, ensuring a smooth transition and minimizing user disruptions.
• Implemented a data backup and recovery solution, reducing data loss incidents by 40% and improving data availability for end users.
• Collaborated with the network team to troubleshoot and resolve network connectivity issues, resulting in a 15% decrease in network downtime.
• Developed and maintained documentation for hardware and software configurations, improving knowledge sharing and enabling faster troubleshooting.
• Proactive system monitoring
• Training development and delivery
• IT security policy implementation
• Compliance with industry regulations
• Ticketing system management
• Computer setup and configuration standardization
• Technical expertise in operating system migration
• Data backup and recovery solutions
• Network troubleshooting and resolution
• Hardware and software configuration documentation
• Knowledge sharing and troubleshooting
• Customer service skills
• Project management
• Problem-solving skills
• Technical writing
• Understanding of data privacy standards
• Proficiency in desktop management and remote control technologies
• Familiarity with IT service management frameworks
• Ability to work in a team environment
• Strong communication skills.

Top Skills & Keywords for Desktop Support Engineer Resumes:

Hard skills.

• Troubleshooting and Problem Solving
• Hardware and Software Installation
• Operating System (OS) Configuration and Support
• Network Configuration and Support
• Active Directory Administration
• Remote Desktop Support
• Backup and Recovery Solutions
• Security and Antivirus Management
• Hardware and Software Upgrades
• Printer and Peripheral Device Support
• Mobile Device Support
• IT Asset Management

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Troubleshooting Abilities
• Customer Service and Client Relationship Management
• Technical Knowledge and Expertise
• Attention to Detail and Accuracy
• Time Management and Organization
• Adaptability and Flexibility
• Teamwork and Collaboration
• Patience and Empathy
• Analytical Thinking and Decision Making
• Stress Management and Resilience
• Continuous Learning and Self-Development

Resume Action Verbs for Desktop Support Engineers:

• Troubleshot
• Implemented
• Collaborated

Generate Your Resume Summary

Resume FAQs for Desktop Support Engineers:

How long should i make my desktop support engineer resume, what is the best way to format a desktop support engineer resume, which keywords are important to highlight in a desktop support engineer resume, how should i write my resume if i have no experience as a desktop support engineer, compare your desktop support engineer resume to a job description:.

• Identify opportunities to further tailor your resume to the Desktop Support Engineer job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Desktop Support Engineers:

Desktop support specialist, desktop support technician, it desktop support, senior desktop support engineer, it support analyst, it support specialist, technical support, technical support engineer.

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Desktop Support Engineer Resume

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Resume of Desktop Support Engineer

Description

Jaspreet provides fast and effective support for hardware and software issues and has knowledge of popular operating systems, software applications, and remote connection systems. She has the ability to solve complex desktop issues and has excellent interpersonal skills and has good written and verbal communication skills.

Related Categories

• Engineering
• Technical Support

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Resume Skills and Keywords for Desktop Support Engineer

Desktop support engineers are IT professionals who help clients and organizations with hardware and software problems. Their responsibilities include providing on-site or remote technical support, which includes setting up computer hardware systems, installing and upgrading software, and diagnosing fundamental IT difficulties.

Skills required for Desktop Support role:

• Service Level Adherence 
• Maintenance and Repairs 
• System Security 
• Documentation & Reporting 
• Troubleshooting 
• Installation & Configuration Support 
• Applications Support 
• Team Coordination 
• Inventory Management
• Desktop Support
•  Active Directory

What recruiters look for in a Desktop Support Engineer resume: 

• Skills in installing applications and computer peripherals
• Monitor tickets that are raised to identify and diagnose problems
• Ability to guide users with simple, step-by-step instructions as required

What can make your Desktop Support Engineer resume stand out:

A strong summary that demonstrates your skills, experience, and background in desktop suopprt

Desktop Support Engineer with experience in installing, upgrading, and configuring innovative programs on Windows operating systems, as well as offering technical support to enhance processes and minimize business interruptions. 

Targeted job description 

• Respond to client support requests.
• Contact clients to find out the nature of the problem.
• Troubleshoot hardware and software issues.
• Follow up with clients to ensure their systems are functional.
• Report customer feedback and potential product requests.

Related academic background 

• Diploma in Information Technology | Thapar Polytechnic College, Patiala | 2019 
• 12th Uttarakhand Board | V. Apollo Public School, Patiala | 2016 
• 10th CBSE Board | V. Apollo Public School, Patiala | 2014 

Sample Resume of Desktop Support Engineer in Text Format

Jaspreet Kaur 

Desktop Support Engineer  

+973047240975 | [email protected] | Patiala, India 

EDUCATION 

EMPLOYMENT HISTORY 

Desktop Support Engineer

Tecpact Technologies Pvt. Ltd., Patiala | 2019 - 2022  

• Investigate, troubleshoot and resolve daily issues related to workstations, peripherals, phones, mobile  devices, operating systems, and applications 
• Provide installation, configuration, and support of desktop computers, peripheral equipment and  software 
• Collaborate with the Infrastructure & Web Applications teams to resolve complex issues and ensure  efficient operation of the desktop computing environment 
• Work with hiring managers to order hardware/software for new employees and set up new  workstations in a timely manner 
• Perform routine updates of desktop hardware and software 
• Rebuild, configure and repair desktop equipment as needed 

Desktop Support Engineer Trainee

Vserv Infosystems Private Limited, Patiala | 2018 - 2019  

• Documented technical knowledge in the form of notes and manuals. Preparing Datasheets. 
• Researched, diagnosed, troubleshot and identified solutions to resolve electronic hardware and  software issues. 

SKILLS  

LANGUAGES 

• Hindi 
• Punjabi 

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Desktop Support Engineer Resume Samples

A professional desktop support engineer provides technical support to the clients, the job description of these engineers entails to install and upgrade hardware and software systems and as well execute the following roles and responsibilities – addressing user tickets pertaining to network, software or hardware; helping customers in installing applications and computer peripherals; guiding users by giving step-by-step information, customizing desktop applications , recording technical issues, directing unresolved issues , and reporting customer feedback.

There are specific skills that most of the recruiters look out for in the Desktop Support Engineer Resume – proven work experience, hands-on experience working with Windows/Linux and Mac OS environment, a good understanding of network security practices, working knowledge of computer peripherals and office automation products and multitasking skills. Candidates having the above-mentioned skills can very easily enter into this field with a degree in computer science.

• Resume Samples
• Desktop Support Engineer

Desktop Support Engineer Resume

Objective : To work with competitive and challenging environment so as enhance managerial and personal attributes and to implement efficient working methods for the betterment of organization.

Skills : Linux, Hardware, Networking.

Description :

• Created and developed new users sop, departure sop, and new user's requests forms for onsite along with four remote locations for anite.
• Setup new user accounts in active directory; creation of new mailbox accounts via exchange management console 2010, obtain hardware for the user, setup cisco jabber, cisco unified IP phone, setup voicemails with phone extensions, setting up new user on site also remote users via remotely.
• Departing users procedure removing users account via active directory, redirecting users emails to manager, discharging users hardware, creating backup image of the machine, refresh image of the machine for a new user setup, update the inventory spreadsheet.
• Verify machines to be added via wsus to receive patches, added TrendMicro server and also to check weekly security logs for any viruses/malware infected machines, also checking and sending emails to remote users with self-service password reset tool; netwrix to avoid password expirations on weekly basis.
• Build VMware clients for various users via VMware vSphere Client, adding users to certain distribution lists, security groups based on their job roles.
• Configuring/troubleshooting user's machines onsite and also remote offices based on their IT architecture setup, requests from users to upgrade their machines hardware/software.
• Troubleshooting user enable to access remote machines.
• Troubleshooting onsite and also remote network printers, saving monthly print logs for our records, sending the job count to printer manufacturer on monthly basis for the expense reports.

Sr. Desktop Support Engineer Resume

Objective : Over 15 year's experience in the computer industry. Experience in Manual and Automated testing. White/Black box testing. Involved in GUI, Regression and Functional testing. Good experience in Keep tracking of Bug life cycle.

Skills : Troubleshooting, Inventory Management, Desktop Support, Windows 7, Active Directory, Networking, dhcp.

• Responsible for managing and maintaining end-user computer environments including troubleshooting and end user training for the Executive Secretariat in the Bureau of Information Resource Management at the U.S Department of State.
• Supported hardware/software evaluation, both physical and virtual technologies, and capacity planning.
• Interfaced with multiple levels of users, management, and technical staff.
• Provided a high level of customer service support for office automation applications, PCs and laptops, and printers, including after hour support.
• Served as a user liaison covering computer system end-user operations, including but not limited to system sign-on, use of the menu and help systems, Microsoft Office programs, telecommunications, use and troubleshooting of computers and printers.
• Troubleshoot desktop errors and provide support and maintenance for the end-user desktop experience including hardware and software.
• Coordinated and managed the end-user computer environment.
• Maintained accurate reports of system malfunctions and referred issues to more senior subject matter experts when problems occurred which were beyond my proficiency.

Jr. Desktop Support Engineer Resume

Summary : More than ten years' experience in End-User Desktop Support and Network Infrastructure Support including eight years onsite IT Services with the General Services Administration (GSA) Office of the Chief Information Officer (OCIO).

Skills : CCNA, Computer Savvy, Networking, Active Directory.

• Performed PC desktop support to monitor and maintain computer systems functionality for large commercial customers.
• Built, configured, and troubleshooted IBM / Dell compatible computers.
• Provided 24/7 support, diagnosing and repairing network servers, HP, Compaq, and IBM systems.
• Conferred with computer users about how to solve existing system problems.
• Managed all phases of PC hardware and software implementation to include identification of requirements, scheduling, budgeting, project management, selection, and reporting to successfully deliver PC system solutions based on customer specifications and timelines.
• Diagnosed hardware and software problems, replacing defective components when applicable.
• Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
• Recommended changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.

Desktop Support Engineer III Resume

Objective : Secure a Technical Support/Management position with a company that would benefit from managerial, technical and organizational experience in a Windows domain environment.

Skills : Windows, VMWare, VOIP, Printers, Microsoft Office Suite, Microsoft Office Suite, Websense Security.

• Hired full-time to troubleshoot and support the network infrastructure.
• Assist the Systems Administrator and IT Manager with infrastructure improvements and test reliability.
• Reduced the IT department from 4 to 3 by taking on additional responsibilities, yet still maintaining the high availability network (99.999%) and efficient user support needed.
• Assisted in consolidation of physical servers to virtual servers resulting in a substantial cost savings in equipment and power.
• Responsible for Desktop Support and procurement of Servers, Desktop PCs, hardware, software and peripherals, including HP printers and supplies.
• Implemented a customized Desktop Support program to improve support to users and track results.
• Customized the Desktop Support tool to use in the Engineering department allowing management to track open problem requests.
• Project Lead to design IT infrastructure and procure hardware for connecting to a new remote site in Bad Homburg, Germany.

Desktop Support Engineer II Resume

Summary : Desktop Support Engineer with over 8 years of hands-on Information Technology experience with a high level of integrity and the willingness to make significant contributions; courteous and has gained a reputation of being a self-starter and team player. Areas of expertise include Computer Programming and Wireless Systems Technology.

Skills : Windows, Microsoft office, OSX, ServieNow, Hardware.

• Worked with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients, including associated validated systems, application servers, and administrative systems.
• Performed on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, including off-site repair for remote users as needed.
• Worked with the procurement staff to purchase hardware and software.
• Performed upgrades, installation, repairs, configuration, and ongoing usability of desktop computers, laptops, peripheral equipment, desktop applications and systems to ensure longevity within established standards and guidelines.
• Maintained accurate information and data regarding end-users within the Service Wise tracking system, spreadsheets and according to policies and standards.
• Assisted in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Maintained software and hardware inventory.

Desktop Support Engineer I Resume

Headline : An energetic, self-starting Desktop Support Engineer working with excellent analytical, organizational, and creative skills. Highly motivated and versatile, employment experience and education show proven ability for analyzing problems, developing and simplifying procedures, and finding innovative solutions.

Skills : Vmware, Windows Server, TCP/IP, Hyper-V, Active Directory, Procurement, Linux, Powershell, Dell Kace, Citrix, Software Deployment, Dhcp, DNS, windows 10, Scripting.

• Monitored Windows Server production environments utilizing SCOM to troubleshoot any critical issues for external and internal users.
• Supported users with Windows 7 and 8/Mac OSX/Mobile Devices (iPhone/BlackBerry/Android/iPad).
• Served as a technical liaison between IT and upper management in implementing procedural changes, software/hardware standards and standard operating procedures.
• Created and managed users accounts using Active Directory.
• Exceeded client expectations by using EAGLE product, technical and client expertise to effectively provide application support.
• Provided on-call support for after hours support and also coordinated off-shore team located in India to handle any routine non business impacting incidents during overnight hours to ensure 24/7 availability.
• Assisted IT Management in building knowledge of the ServiceNow ticketing system managing incidents and service requests through task submission, prioritization, and completion.

Desktop Support Engineer/Tehnician Resume

Objective : Certified professional with 2 years of help desk experience providing software, hardware, client/server, and networking technical support. Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

Skills : Hardware & Networking , CCNA , MCSA.

• Assists in the configuration, installation, maintenance, and operation of local area network products and services.
• Performs administrative functions for servers, including but not limited to: Access/permissions to applications, databases and system resources; Creates and maintains directory structures and print queues.
• Provides end-user systems support: Provides 24 x 7 on-call PC and server site support.
• Provides support resolution for highly complex PC and server issues.
• Prepares and maintains technical documentation and specifications, drawings, and systems documentation.
• Assists in managing servers, operating systems, and network based software that resides on the servers.
• Assists in the backup and restore of all systems including the planning of disaster recovery for specified systems.
• Assists operating units in the design and implementation of new or modified systems, and makes recommendations to improve service.

Desktop Support Engineer/Specialist Resume

Headline : Self-motivated & team-oriented IT Technician with a variety of hands on practical knowledge and experience dealing with information technology concepts and applications. Extensive computer and networking experience gained by learning in enterprise computing environments; building, supporting, and maintaining all major versions of Windows and a variety of Linux operating systems.

Skills : Desktop Support, Network Administration.

• Assigned as one of the key point of contacts for EMC2catalyst group and EMC2 University in the set up and configuration of their computer systems.
• Worked for WCA at UMASS Memorial Hospital and EMC2 trouble shooting, installing, maintaining computer systems.
• Responded to customer requests for help through Heat and Target ticketing systems.
• Built custom computer systems required by different departments.
• Configured, Imaged, and repaired Dell, IBM, Laptop systems to component level.
• Created Images using Ghost software for Umass Memorial individual departments.
• Connected network jacks in customer offices and cubes in the network closet/router closet Was responsible for all warranty repairs for Umass and EMC2 computer systems leased through Whalley Computer Associates and kept track of all asset information.
• Performed Windows 2000 migration support at Umass Memorial Hospital and EMC2.

Asst. Desktop Support Engineer Resume

Headline : Solutions-focused; self-starter; and team oriented IT professional, with 20 years of experience installing, configuring, and troubleshooting PCs, Mac's and network hardware. Proven ability to successfully analyze an organization's IT support requirements; identify deficiencies and potential opportunities.

Skills : Computer Hardware, Computer Software, Microsoft Office,.

• Install, configure, and maintain new hardware, systems, devices and software for our networks.
• Provide proactive maintenance of systems by working on the client servers remotely.
• Manage system back-up and recovery solutions, such as Shadow Protect and Backup Exec.
• Perform troubleshooting analysis of servers, workstations and associated systems.
• Monitor system performance and implements performance tuning as needed.
• Participates in developing and maintaining technical documentation associated with our systems.
• Follow department procedures for successful incident management Proactively monitor the overall health of network and server infrastructure.

Desktop Support Engineer/Consultant Resume

Summary : Technical support professional offering extensive experience and thorough knowledge of different operating systems, hardware, desktop peripherals, IT network systems and firewalls Over twelve years' experience as a desktop support engineer for 5 organizations.

Skills : Desktop Support, Active Directory, Exchange Server, Remote Support, PC Repair, Management, Troubleshooting, Microsoft Office 365, Networking, Mac OS X, Windows 7, Imaging.

• Responding to associate service calls to troubleshoot the nature of reported problems and taking the necessary steps to resolve those problems.
• Imaging and migration of existing PCs from Windows XP to Windows 7 or 8 and upgrades.
• Creating and managing user account including password reset.
• Remotely troubleshooting to resolve computing issues, Provide support for line of business applications.
• Installing and supporting all types of Microsoft Office Products, troubleshooting Outlook and installation of various applications for users.
• Setup of wireless handheld devices such as blackberry, apple ios - iPhone / iPad.
• Worked closely and effectively with vendors to replace/repair defective hardware and software.
• Install hardware and peripheral components like disk drives, printers, Scanner, keyboards, and monitors.

Summary : Desktop Support Engineer is responsible for the day-to-day operation of our technical support desk. This includes maintaining a professional, organized and efficient support environment by providing service excellence to our customers.

Skills : Microsoft Office 2010 & 2013, Active Directory.

• Respond to Remedy incident and change tasks, customer phone calls, emails and requests for all IT services.
• Implemented security breach corrective actions.
• Provided technical expertise and consultation in the development and maintenance of computer systems and applications.
• Repaired and/or replaced computer hardware.
• Instructed users with step by step instructions as well as provide desk-side coaching.
• Executed PC application installations and new hire equipment deployments.
• Create and update call logs documenting customer interactions and troubleshooting efforts for problem resolution using Remedy.

Summary : Strength in partnering with clients, teams, vendors and management to identify needs and oversee the installation, configuration, optimization and support of networks for businesses. Organized, take-charge professional with exceptional follow-through abilities and detail orientation; skilled in planning and coordinating projects from inception to successful solutions.

Skills : Engineering, Operator.

• Improved workstation performance and application throughput by 50% through aligning disk partitions and re-designing deployment processes for both new and replacement workstations.
• Created documentation to assist the desktop support team in the installation, configuration, and operation of new software and support tools.
• Managed configuration, training and support processes for the Digital Imaging group.
• Performed after-hours and on-call rotation duties.
• Standardized workstation infrastructure, provided upgrades for old machines, assisted in moving infrastructure from leased to company-owned equipment.
• Established new solutions for existing system issues, provided one-on-one training to staff on updated procedures.
• Provided support for mobile device infrastructure.

Table of Contents

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Desktop Support Engineer Resume Samples

This page provides you with Desktop Support Engineer resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Desktop Support Engineer resume.

Tips for writing your resume

To land the perfect job, you need the perfect resume. In today’s crowded job market, it is more important than ever to stand out among the competition. When you write your resume, it is vital that you get everything right, from the organization of the template to the details of your work experience. To make sure your resume is flawless, here are some tips for writing the best resume possible.

Let them know where to contact you

Your resume should begin with your contact information. It is very important that potential employers, having read your resume, know how to contact you! At the top of your resume, include your name, phone number, email address, and city.

Introduce yourself

A personal summary, though optional, is a great way to introduce yourself to an employer with your resume. This section is comprised of one or two paragraphs where you can feature your notable accomplishments and highlight your most valuable skills. Your summary should give employers a brief outline of your experience and capabilities and intrigue them to keep reading.

What do you do best?

Shorter than a work history section, in a skills section you can efficiently list your core competencies in a way that is direct and easy to read. Showcase the skills and abilities that you bring to the job, focussing on those which distinguish you from the competition. The more useful and unique your skills are, the more you will stand out to an employer.

Showcase your achievements

Display your work experience in reverse-chronological order, beginning with your most recent position at the top of the section. Describe for each job your title, responsibilities, and accomplishments, with a focus on performance and results rather than duties. Use action words like ‘developed, ‘produced’, and ‘delivered’ when describing your work history to create compelling and impactful descriptions of your experience. Highlighting quantifiable information, like performance metrics and revenue, is a great way to demonstrate your abilities.

What did you learn, and where did you learn it?

Your education section should include the name of any post-secondary schools you attended, the degrees you earned, and any academic distinctions you achieved that you deem worth featuring. If they are particularly relevant, you can also include major areas of study and important projects that you participated in. Like the work experience section, your education should be displayed in reverse-chronological order.

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Click here to directly go to the complete desktop support resume sample.

How to write a desktop support resume?

One desktop support job receives over 1,000 job applications. Is your resume good enough to outshine them all?

If it isn't, it's time to focus on your resume to take that coveted job home.

Domain expertise won't fetch you your dream job if your IT desktop support resume skills fail to reflect on your resume.

Before we begin, take a look at the below-mentioned desktop support resume sample to observe what an ideal desktop support engineer resume should look like.

To get a shortlist today, your desktop technician resume needs to reflect the professionalism that you carry in your bones. Only then will you come close to getting shortlisted for the job of your dreams.

Here’s a summary of our IT Desktop Support Resume 2023 Blog:

• Write the resume summary only if you have more than 3 years of experience in the IT industry.
• Create two different sections for your key skills & technical skills.
• Add a project section to showcase your technical expertise in the IT industry.
• Use the correct resume format for maximum impact on the Desktop Support recruiter.
• Add certificates such as Cisco Certified Network Associate, Microsoft Certified Professional, etc. That's not all.

We have illustrated 10+ IT desktop support resume samples in this guide to help you visually comprehend the guidelines and DOs and DONTs that we have given in this blog.

This is aimed at helping you learn from practical examples, making this blog a fun learning experience for you.

By the end of this blog, you will be able to singlehandedly compose a shortlist-worthy desktop support technician resume and you will learn:

• What is a IT desktop support resume & why do you need it?
• What are the key sections of desktop support resume?
• How to effectively write the desktop support resume header?
• How to present your personal information in the desktop support resume?
• How to write the professional experience section in the desktop support resume?
• What a desktop engineer resume summary is written?
• How to identify and write the key skills in the desktop engineer resume?

. . . All so you can get the job that you want!

In the meanwhile, you can use Hiration's Online Resume Builder to write a masterpiece of a computer support technician resume, help desk analyst resume or the best IT resume for a hassle-free resume writing experience.

Our Online Resume Builder comes with a customized and pre-designed IT desktop support resume template that you can easily modify to suit your needs & preference and create the best IT resume.

All you have to do is put your details in this IT desktop support resume template. That's all!

Moving on, here's a list of what you will learn in this blog:

Desktop Support Salary

The average salary of a desktop support technician as quoted by various websites is mentioned below:

• Glassdoor : $48,185/year
• Payscale : $19.83/hour

Desktop Support Roles & Responsibilities

It is important to scan through the job description of your desktop support job, doing so will ensure that you are well aware of the required skill set and responsibilities that come with the job.

Following are a few roles & responsibilities that an IT desktop support professional need to fulfill:

• Perform the installation of devices such as PCs, telephone systems, wireless networks, printers, and scanners
• Provides advice and guidance to colleagues regarding incidents
• Ensure the maintenance of the installed devices and guide the team regarding incidents
• Resolving technical issues with respect to software applications or network systems
• Prepare reports for senior leadership and maintain client databases
• Documentation of technical issues and utilizing call logging system

What is a Desktop Support Resume & why do you need it?

A desktop support technician resume is a piece of document that carries important information about you such as your educational background, desktop support resume skills, and your professional trajectory.

Your resume talks about your last job profile and highlights the story of your professional life.

Simply putting down the above-listed information in your tech support resume is not enough. Information needs to be customized according to the needs of the ATS.

Since most companies today have started using the Applicant Tracking System (ATS) to shortlist candidates, you don't stand a winning chance at getting shortlisted if your desktop support technician resume is not ATS-compliant.

In other words, you need to write an ATS-compliant IT desktop support resume.

Read on to learn how an ATS-compliant resume is composed.

While you're at it, get your existing tech support resume professionally reviewed by Hiration’s AI-powered Resume Review Service to get a quick analysis of your resume within minutes!

Desktop Resume Sample

• Administered hardware & software support for 1000+ devices and a varied user base of 5000+ users
• Facilitated hardware support including support, maintenance, troubleshooting and repair of PCs & peripherals
• Provided detailed descriptions of issues in trouble ticket system & followed up to ensure swift resolutions
• Solved departmental technical emergencies to minimize data loss by 95% , meet deadlines & support user needs
• Partnered with Tier 2 & Tier 3 help desk peers based in US & China to resolve complex issues that needed escalation
• Designed PC images based on hardware and departmental security needs on a weekly basis
• Planned, procured, configured , and implemented upgrades on Dell & Lenovo workstations, laptops & servers
• Created & managed hardware inventory for laptops, desktops, servers & printers for 5+ office locations & 10+ job sites
• Received outstanding ratings on performance reviews each year for customer service & technical problem solving
• Supported 500+ user stations in a Windows 10 environment for 10+ clients on a monthly basis
• Resolved trouble tickets 50% faster than other desktop support technicians & replaced hardware for 500+ devices
• Identified a recurrent software issue & fixed malware problems that saved 20,000 hours of productivity time per year
• Top 5 percentile of the class
• CompTIA A+ Certification | Computing Technology Industry Association (CompTIA) | Jan '14 - Feb '14
• Languages: Spanish, English, French, and Portuguese

Desktop Support Resume Format

There are types of resume format:

• Reverse-chronological format
• Functional resume format
• Hybrid/Combination resume format

The desktop support resume format that you pick should be one that addresses your needs. It needs to be ATS-compliant and should be one that best projects your professional expertise and desktop support resume skills.

It should be ATS compatible and recruiter-friendly too.

From the above-listed resume formats, two of them satisfies this need. We have listed them below:

• Reverse-Chronological Format
• Hybrid/Combination Resume Format

The Reverse-Chronological Resume Format is a resume format that follows the reverse timeline order for structuring resumes.

The Hybrid/Combination Resume Format follows the reverse-timeline order and gives equal weight to your skills.

If you are a mid-level or senior-level professional with years of work experience to your name, you can use both the reverse-chronological and hybrid/combination resume format.

If you are an entry-level professional or someone who has switched jobs too many times in a year, the hybrid/combination resume format is the ideal resume format for you.

Since the reverse chronological resume format gives weight to the timeline of your work experience, it is not ideal for frequent job switchers as it exposes career gaps. Similarly, it is not ideal for entry-level professionals because you don't have much work experience to talk about in your desktop support technician resume.

IT Desktop Support Resume Sections

Organize your desktop support resume into the following sections:

• Personal Information
• Profile Title
• Summary/Objective
• Professional Experience
• Certifications (if any)
• Additional Information (if any)

To learn more about resume sections, read Hiration's 2023 Guide to sections in a resume .

Additionally, you can also use Hiration’s Online Resume Builder to stand a high chance of getting shortlisted for the job of your dreams.

It comes with a pre-designed desktop resume template that you can personalize to suit your specific qualifications and work history.

Read on and learn what each section should look like with 10+ technical support resume samples that we have mentioned in this guide.

How to write a Desktop Support Resume

Writing an impeccable tech support resume demands that you follow the stages we have mentioned below:

• Stage 1: Master Desktop Support Resume
• Stage 2: First Draft of Desktop Support Resume
• Stage 2: Final Draft of Desktop Support Resume

Master Desktop Support Resume

Composing your master desktop support resume is the first stage of resume-writing.

In this stage, you have to compile all your information and store it in one place. Doing this helps in information-accessibility which helps you in two ways:

Resume writing in the present : Since you have readily available information, all you have to do now is pick relevant information from your master resume and organize this information to suit the needs of your current target profile.

Resume update in the future : Information accessibility means that you won't have to rely on memory alone when the need to update your tech support resume arises in the future. This helps facilitate a swift resume update.

First Draft of Desktop Support Resume

As part of the second stage of resume writing, you need to compose the below-mentioned sections:

• Awards & Recognition (if any)

Final Draft of Desktop Support Resume

The third and final stage of writing your tech support resume demands that you compose the below-listed sections at the end:

A help desk technician resume objective/summary is to be written at the end. Since it's a closing statement or overview of your resume, it is best to compose it after concluding the rest of your tech support resume.

Right before you compose your desktop support resume objective/summary, compose the key skills section. Doing this after composing the other sections helps you effectively endorse your desktop support resume skills as it becomes that much easier to identify them.

Desktop Support Resume: Header

Your resume header is a crucial element of your technical support resume.

It's the first thing that a recruiter should see when evaluating your resume and it should communicate who the resume belongs to in one glance.

This is why it is best practice to write your real full name as your resume header.

Here's what you can do to perfect it:

• Write it at the extreme top of your technical support resume.
• Increase its visibility by using the largest font size of 16-20 points .
• If you have a middle name, write your first name, followed by the first initial of your middle name in capital letters, followed by your last name.
• Example: Maria Henry Deville should be written as "Maria H. Deville" in your tech support resume.

To get a better understanding of resume headers, read Hiration’s 2023 Guide To Writing The Perfect Resume Header .

Here's a desktop support resume sample illustrating the ideal resume header for your resume.

This is a snapshot of a tech support resume that we have made with Hiration’s Online Resume Builder . You can use our builder to edit the template of desktop support resume samples or use it to create your own help desk support resume.

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Desktop Support Resume: Personal Information

The personal information section of your tech support resume should reflect important contact-centric information such as:

• Updated mobile number
• Professional email ID
• Current Location

LinkedIn URL

Updated mobile number.

If a recruiter likes your IT desktop support resume, shortlist you, he/she will use the mobile number you have provided to get in touch with you.

This is why you should be extremely careful and enter the digits correctly.

Here are some rules that you should follow to compose this section:

• Use your country’s ISD code as a prefix before your phone number
• Put a plus sign (+) before the ISD code
• Eg: +1 37648 21511

Professional E-mail Address

As the official mode of communication for professional exchange, a recruiter or hiring manager will use your email ID to get in touch.

The preliminary interaction almost always happens over email, so make sure that your tech support resume correctly illustrates your email ID.

Hiration Pro Tip : Avoid using flimsy nicknames while drafting your email address in your resume. Make sure that your email ID is professionally written.

Current Location of Residence

The location of your tech support resume refers to the current city and state of your residence.

Here are some things that you should know to compose this with perfection:

• Do not mention irrelevant location details such as your house number, street number, and your locality name in your tech support resume.
• Use the city/state code format for showcasing your location in your tech support resume.
• Eg: If you're from Los Angeles, California; this should be written as "Los Angeles, CA" in your resume.
• If you're applying for jobs abroad, use the city/country code format to illustrate your location. Eg: Los Angeles, US.

Adding a LinkedIn URL to your personal information section will act to your advantage since it gives you the space to showcase your achievements, projects, and networking skills along with a glimpse of your personality.

You can also add the link to your GitHub or Personal website in this section.

Desktop Support Resume Sample for Personal Information

For a better explanation of this section, read Hiration's 2023 Guide to composing your contact information .

To learn what an ideal personal information section should ideally look like, take a look at the IT support resume sample below:

This is a snapshot of a tech support resume that we have built using Hiration’s Online Resume Builder .

It comes with a pre-designed & pre-filled desktop support resume template that you can easily modify to suit your needs & preference.

Moreover, this pre-designed desktop support resume template has pre-arranged font size, spacing, design and you also have the option of changing your template as we have 25+ design templates that you can choose from.

Desktop Support Resume: Profile Title

Profile titles are important elements of tech support resumes. It communicates the following information to the recruiter.

• Your current designation.
• Your functional industry.
• Your seniority level.

Give your profile a professional touch by considering the following points:

• Write your profile title in the second-largest text size.
• This should ideally be in the font range of 14-16 points .

Here's an IT support resume sample showcasing the ideal profile title:

In the meanwhile, get your hands on our highly unique AI-powered Resume Review Service to get an in-depth and constructive analysis of your techsupport resume within minutes of uploading it on our tool.

Keep an eye out on the bottom-left corner of this page!

Desktop Support Resume: Professional Experience

The professional experience section of your help desk technician resume is one of the most important sections.

It consists of career-specific information such as where you have worked, how long you have worked, and in what capacity you worked, etc.

• Frame points
• Use the STAR format
• Use Grouping & Highlighting

Framing Points

There are two types of people when it comes to writing tech support resumes.

Type 1 : Paragraph users Type 2 : Point users

Here are two desktop support resume examples.

Your job here is to quickly evaluate it.

"As part of my job description as a desktop support manager at XYZ, I was responsible for handling trouble ticket system. I was part of the core team that single-handedly identified issues in this system to arrive at meaning resolutions of the same. At times I ended up collaborating with Tier 2 & 3 help desk peers who were based in China to resolve complex issues that needed escalation. Facilitating support, maintenance, troubleshooting, and repair of PCs and peripherals was also part of my core job as a support specialist. Other roles included catering to an active user base of over 10,000 users around the world. I helped them with both hardware & software support".

• Identified issues in trouble ticket system to ensure swift resolutions
• Minimized data loss by 98% by solving departmental technical emergencies
• Catered to a user base of 10,000+ users with hardware & software support
• Facilitated support, maintenance, troubleshooting and repair of PCs & peripherals
• Collaborated with Tier 2 & Tier 3 help desk peers to resolve complex issues that needed escalation

Framing Points: Analysis

An impactful technical support resume is one that is reader-friendly and highly comprehensible.

If the professional experience section is not readable, your technical support resume would have a very slim chance of getting evaluated.

This means that even though you might be highly proficient, your resume has a high chance of getting overlooked.

The likelihood of your resume getting overlooked is high when you use paragraphs.

On the contrary, when you use one-liner points as demonstrated in example 2, your desktop support technician resume becomes more readable and comprehensible.

It is properly spaced out and information is presented using crisp one-liner points which makes it easy to read & comprehend.

It also uses action verbs such as 'facilitated', 'catered', and 'communicated' which gives your desktop support technician resume a more assertive and professional tone.

STAR Format

Now that you know the importance of good readability and the role played by one-liner points in all this, the next step is to optimize each one-liner point.

This can be done using the STAR format.

STAR stands for the following:

• Situation : The situation/backdrop/context of your contributions.
• Task : The actual task that was assigned to you.
• Action : The strategy you used to execute the assigned task.
• Result : The result/outcome of your action in the form of an achievement figure.

The STAR format makes each one-liner point more relevant as it helps you showcase the extent of your professional capabilities with the help of performance figures.

Using numbers shows exactly how your contributions helped in the growth of the organization.

Thus, you should use the STAR format to structure each one-liner point.

Grouping & Highlighting

Now the next step is to organize each one-liner point in such a way that its visibility increases.

You can do this by using grouping & highlighting.

Here are two desktop support resume examples to demonstrate this:

• Assisted 50+ weekly customers with troubleshooting
• Facilitated hardware & software support to 500+ customers every month
• Designed 10+ PC images every week based on departmental security needs
• Received outstanding ratings on performance reviews for technical problem solving
• Configured & implemented upgrades on Dell & Lenovo workstations, laptops & servers
• Managed hardware inventory for laptops, desktops, servers & printers with 100% efficiency

Technical Support, Troubleshooting & User Assistance

Security Upgrades & Inventory Management

Key Achievements

Grouping & Highlighting: Analysis

The above desktop support examples show that while using points is a good way of endorsing your roles & responsibilities in your support specialist resume, it is not enough to enhance its effectiveness.

Example 1 uses points while example 2 uses grouping & highlighting.

Grouping is the practice of organizing similar one-liner points under unique subheadings. Doing this helps a recruiter identify your key roles & responsibilities in one go.

Highlighting is the practice of highlighting important words by marking them in bold. Doing this helps the recruiter identify your key achievements in each one-liner point in one go.

Grouping & Highlighting is a powerful tool in your hands because it helps enhance the visibility of your resume. Enhanced visibility further helps in enhancing the effectiveness of your resume.

Desktop Support Resume Sample for Professional Experience

Most technical support resumes fall short because they lack structure & organization: something you don't have to worry about when you use the STAR format to structure each one-liner point and optimize them using grouping & highlighting.

Here's a desktop support resume sample showcasing the ideal professional experience section:

To learn more about this section and what you can do to perfect it, read Hiration's Blog on how to compose the work experience in your resume .

Desktop Support Resume: Education

The education section of your resume should ideally communicate the following points:

• Name of the school/university you have attended.
• Name of the courses you have pursued.
• The location of your school/university.
• Enrolment and graduation dates in month & year format .

The education section is one of the most important must-have sections of your resume. Make sure that you incorporate it into your technical support resume.

Get a grip over this section and learn the intricacies of this section by reading Hiration's 2023 Guide on how to list education on your resume .

Here's a desktop support resume sample showcasing the ideal education section for your technical support resume:

Desktop Support Resume: Certifications

Now comes the additional sections of your desktop support technician resume.

While this section is not a pre-requisitive, don't make the mistake of leaving this information out if you have done relevant certifications.

Relevant certification can bolster your shortlist chances tremendously. So if you have them, make a separate 'certifications' section and list down the following information in it:

• Certification course name.
• Name of the institute of affiliation.
• Location of the institute of affiliation.
• Enrollment and completion date of the course in month & year format.

Arrange these points in the below format:

{Name of certification} | {Affiliating Institution} | {Location} | {Date} (month & year format)

For a more detailed explanation, read Hiration's 2023 Guide on listing certifications on a resume to get a better understanding of this section.

Here's a technical support resume sample demonstrating the ideal certifications section for your desktop support technician resume:

This is a snapshot of a desktop support technician resume that we have composed using Hiration's Online Resume Builder .

Use our Online Resume Builder to say goodbye to the hair-splitting task of individually adjusting the spacing, font size, and template.

Your only task is to fill your details in our professionally designed desktop support specialist resume template to make a shortlist-ready desktop support technician resume.

We have curated a list of certifications for your Desktop Support resume that might help you in staying up-to-date with the industry trends:

• Jetking Certified Hardware and Networking Engineer
• Cisco Certified Network Associate
• Microsoft Certified Professional
• Microsoft Certified Solutions Expert
• Information Technology Infrastructure Library

Desktop Support Resume: Additional Information

Now comes the additional information section. This is where you should put down any miscellaneous information that does not fit anywhere else.

For example, hobbies & languages are things that you can write in this section.

That being said, you should only use this section if you think it can positively impact your job application in any way.

If it fails to do this, there's no point in having this section in your IT support technician resume as it will unnecessarily take up space.

The technical support resume sample that we have attached below illustrates a perfectly-composed additional information section for your IT support technician resume.

Desktop Support Resume Key Sections

Desktop support resume: key skills.

It is in the key skills section that you get the opportunity to endorse your desktop support resume skills without coming across as a showoff.

This is why the 'key skills' section is important.

Here's what you can do to compose this section with perfection:

Compose it after concluding the professional experience section : The main points for this section comes from the professional experience section. Your job is to identify your top desktop support specialist resume skills and replicate them in this section.

Pick the desktop support resume keywords from your target job & incorporate them in this section : Your target desktop support job will have a list of desktop support resume keywords. These keywords are those skills that a hiring body looks for in the ideal candidate. Identify these keywords & replicate them in this section. Don't blatantly cut-copy-paste. Use only those keywords that you're skilled in.

For more details on this section, read Hiration's 2023 Guide on what skills to put on a resume .

Here's an IT support resume sample illustrating the perfect key skills section:

This is a snapshot of an IT support technician resume that we have built using Hiration's Online Resume Builder .

Use our Resume Builder to compose a key skills section as stunning as this.

It is imperative to create a different subsection titled "Technical Skills", it allows the recruiter to better understand your technical expertise.

Desktop Support Resume Summary

Think of your resume summary as a concluding statement of your IT support technician resume and make it worth their while.

Your job here is to communicate your skills & proficiency in such a way that it proves that you are the right fit for the given job.

Here’s a list of what you can do to write an effective resume summary:

• Write a resume summary only if you have a minimum work experience of 3 years. If you don't, write a desktop support resume objective.
• Write your summary at the end after concluding all other sections. This helps you identify your career highlights which helps you paint a vibrant summary.
• Keep your summary length limited to 3-5 lines and don't exceed this limit.

For a more detailed explanation of resume summaries, read Hiration's 2023 Resume Summary Guide .

Attached below is a technical support resume sample showcasing the ideal resume summary for your technical support engineer resume:

Desktop Support Resume Objective

You should write a desktop support resume objective if:

• You have no work experience.
• You have less than 3 years.

On deeper levels, a desktop support resume objective is the same as a resume summary. The goal of both is to get you shortlisted.

The only problem here is that you don't have much work experience to talk about.

So instead, focus on the skills that make you unique in this section. Instead of talking about what you're looking for in the organization you wish to work with, talk about the value you can deliver in your next organization.

Show how the desktop support resume skills can benefit the organization.

If you're able to do this, you're already on the path to success.

Read Hiration's 2023 Guide on Resume Objectives to learn how you can write an effective desktop support resume objective.

In the meanwhile, make resume-writing an effortless affair with Hiration's Online Resume Builder to write impeccable shortlist-worthy technical support resumes.

Resume Review Service

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With us, your technical support engineer resume will be evaluated in compliance with the below-mentioned parameters:

• Compliance with industry norms
• Content Relevance
• Recruiter Friendliness
• Design Compatibility
• Conversion Scope
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• Performance Assessment
• Resume Formatting (font, margins, the order of sections, etc.)

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Online Resume Builder for Desktop Support Resume

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Here is a list of the resources that come with our Online Resume Builder:

• Option to save unlimited resumes
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Key Takeaways

• Use the reverse-chronological order if you're a mid-level or senior-level professional and a hybrid/combination resume format if you're a frequent job switcher or an entry-level professional or if you have gaps in your resume.
• You should always write your real full name as the resume header of your technical support engineer resume.
• Your resume header should ideally be in the font size of 16-20 points and your profile title should be in the font size of 14-16 points .
• Do not mention unnecessary information in the personal information section of your resume. Brief documentation of your mobile number, email ID & location is more than enough.
• Use the city/state code format to illustrate your location for job applications in your country of residence and use the city/country code format to illustrate your location if you are looking for job opportunities in other countries.
• Don't use paragraphs to showcase your roles & responsibilities. Instead, use one-liner points and use the STAR format and grouping & highlighting to make these points more visible and impactful.
• Begin each one-liner point with a power verb.
• Only write a help desk technician resume objective if you have less than 3 years of work experience.

This brings us to the end of this blog.

Follow the guidelines we have outlined in this blog to write an impeccable computer support technician resume or help desk analyst resume.

The technical support resume samples that we have attached in this blog have done a fantastic job of illustrating what each section should look like. Go back and evaluate it to know what it should look like.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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Desktop Support Engineer Resume Sample

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Work Experience

• Provide quality Tier I & II support to end-users including complex support for hardware (laptop, desktop, mobile devices), software, and applications including connectivity to network
• Assist 3rd Party vendors when issues arise
• Two (2) to three (3) years Help Desk/End User Support experience
• Demonstrable analytical capability
• High capacity for learning and highly collaborative
• Repair, install, upgrade, or reconfiguration of Laptop/Desktop hardware
• Basic understanding of help desk software for opening, documenting, closing, and follow up on service calls
• In Help Desk support, the IT Support Specialist acknowledges assigned Help Desk tickets in a timely manner. This employee resolves tickets and documents the solution in the Help Desk database using the Help Desk software
• Maintain a level of technical expertise and continually build a strong understanding of technical knowledge and current market and industry trends
• Participate in disaster recovery activities as required
• Perform capacity management and availability management activities for Front Office systems
• Act as a local point of contact in support of our Divisional IT support teams and processes
• Configure, install, monitor and maintain users' computer software and hardware devices; supports stationary and mobile workforce
• Resolve and close tickets/requests supporting end-user desktops and peripherals
• Work in partnership with members of the I.T. staff as well as other departments
• Create and maintain computer images
• In PC support and troubleshooting, the IT Support Specialist configures and deploys new PCs, troubleshoots existing PCs and peripherals, and reconfigures PCs for redistribution. This employee installs and troubleshoots departmental applications on these PCs
• In wireless support, the IT Support Specialist installs and maintains in-car computers known as Mobile Data Terminals (MDT) and installs LAN connections and docking stations in police cruisers
• MCP, CCNA, or other related certification and one year experience; or
• Efficient and effective delivery of end user computing second and third line operational support including (but not limited to): desktop and client support, desk-side delivery and desk-side training of end users and installations
• Collect and maintain accurate, detailed information about all our support requests to provide the relevant information to other support and application teams as appropriate and to facilitate service and management reporting
• Own and resolve our issues raised through the Service Desk and handle resulting incidents and service requests using agreed incident management and request fulfilment processes
• Support the investigation and diagnosis of assigned problems for workarounds and / or root causes. Proactively propose solutions to problems and implement solutions as agreed with the Manager of Desk Side Support
• Help manage our user relationships, engage with our service delivery teams and third party support providers to resolve issues and incidents as appropriate

Professional Skills

• Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Excellent collaborative skills and experience with working closely with a team
• Excellent Customer Service skills and experience supporting people in a face to face work environment
• Strong written and oral communication, and excellent customer service skills
• Demonstrated understanding of Networking skills, such as DNS and troubleshooting network connectivity issues
• Strong skills in general MS Office application troubleshooting
• Previous experience in an outsourced IT environment, with good customer facing skills

How to write Desktop Support Engineer Resume

Desktop Support Engineer role is responsible for customer, troubleshooting, technical, interpersonal, microsoft, software, analytical, documentation, mac, telecommunications. To write great resume for desktop support engineer job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Desktop Support Engineer Resume

The section contact information is important in your desktop support engineer resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Desktop Support Engineer Resume

The section work experience is an essential part of your desktop support engineer resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous desktop support engineer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular desktop support engineer position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Desktop Support Engineer resume experience can include:

• Strong organizational skills with proven ability to manage multiple concurrent priorities in a fast-paced environment
• Proven expertise in integrating with Excel plug-ins, troubleshooting broken links, effectively working with vendor technical support
• Excellent problem-solving and multitasking skills, ability to work under pressure
• Strong troubleshooting skills and networking knowledge
• Strong interpersonal/relationship-building skills & customer service values/practices
• Effective communication skills working with both IT and non-IT colleagues

Education on a Desktop Support Engineer Resume

Make sure to make education a priority on your desktop support engineer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your desktop support engineer experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Desktop Support Engineer Resume

When listing skills on your desktop support engineer resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical desktop support engineer skills:

• Clear and effective written and verbal communication skills. Excellent oral and written English skills are required
• Good communication skills both Verbal & written, as to correspond with Business users effectively
• Strong time management skills when dealing with multiple priorities
• Possess strong customer orientation and excellent interpersonal and skills
• Excellent customer relation’s skills and good phone manners
• Proven expertise in integrating with Excel plug-ins, troubleshooting broken links, effectively working with vendor

List of Typical Experience For a Desktop Support Engineer Resume

Experience for senior desktop support engineer resume.

• Demonstrate the ability to learn new technologies and technical skills quickly and effectively
• Strong customer focus, responsive to needs, Strong inter-personal skills
• Demonstrated exceptional PC and peripheral troubleshooting and break/fix skills
• Strong analytical skills in wired, wireless and VOIP technologies
• Strong Audio Visual (Zoom, telepresence, WebEx etc.) skills
• Excellent communication skills in both verbal and written Chinese
• Learn & Grow – On-going drive for learning and ability to apply new knowledge and skills

Experience For Line Desktop Support Engineer Resume

• 1) Strong Remote Desktop Support (Level 2) experience in supporting end users of global financial organization
• Experience in engineering/platform/Active Directory/Mobile support with the following technical skill sets
• Grow in your ability to communicate effectively
• 2+ experience with using imaging technologies and experience working with Active Directory
• 2nd line desktop support experience, ideally some 3rd line experience as well
• Prior desktop support experience
• Strong Remote Desktop Support (Level 2) experience in supporting end users of global financial organization

Experience For Remote Desktop Support Engineer Resume

• Understanding and/or experience of Powershell
• Strong understanding of networking equipment, wireless, VLAN and other technology
• Experience using a Help Desk Ticketing system and Knowledgebase
• Experience acting in an IT desktop support role predominantly supporting Microsoft Windows XP and Microsoft Office suite applications
• Experience working in a global support environment, raising incidents in an incident management system
• Solid understanding of basic networking and active directory principles
• Experience of supporting key areas of the business covering both desktop and laptop user environments
• Experience administering Jamf Pro/Casper and managing a Mac environment
• Experience with communications patching and knowledge of cabling technologies

Experience For IT Desktop Support Engineer Resume

• Experience with Video production and editing using Adobe Creative Suite
• Experience with Video production and editing using Adobe Creative Suite Tools or similar tools
• Demonstrated knowledge of fiscal matters including budget development, forecasting and variance analysis
• Experience with System Center Configuration Manager (SCCM) for patching management, OSD and application packaging/deployments
• Experience with establishing and managing EUC processes and procedures
• Experience providing technical support in a fast paced and constantly changing environment up to executive management level
• Two years’ experience in a technical support position providing end user computing support

Experience For Mac / Linux Desktop Support Engineer Resume

• Experience working with most recent software applications and operating systems
• Experience in end user computing technologies and support in a large scale fast moving environment (2000+ users)
• Strong understanding of trading platforms would be advantageous
• Good understanding of Windows networking (DHCP, DNS, IP)
• Strong understanding of Networking and Firewall Fundamentals

Experience For Junior Desktop Support Engineer Resume

• Experience with Ticketing systems and understanding of Support Desk
• Audio Visual troubleshooting experience for meeting rooms and company-wide Town Hall/All Hands style meetings
• Excellent working knowledge of Windows desktop OS XP professional/Windows 7 64- bit Win 10 64bit
• Excellent knowledge of Powershell scripting
• Strong working knowledge of peripherals, printers, graphics cards, network cards
• Experience providing hardware and software support for desktop/laptop on MAC/Windows OS

Experience For Colleague Systems Desktop Support Engineer Resume

• Experience with inventory tracking and maintenance
• Previous experience of supporting 100+ users in a Windows XP/7 environment
• Strong background in managing Office 365 environment
• Experience working in a desktop support environment for medium to large enterprise companies is required
• Experience working with SAAS Solutions such as Office365, SalesForce,

Experience For Apple Certified & Windows Desktop Support Engineer Resume

• Strong understanding of macOS and Mac Laptops required
• Good technical knowledge of Microsoft products including: Windows XP/7/8/10, Windows 2008, Windows 2012, Active Directory and Exchange
• Experienced in hardware troubleshooting in Desktops and laptops
• Experienced in repairing of laptop and desktop hardware
• Experience of working with a variety of Office applications
• Experience working with SCCM 2012 and above
• Strong aptitude for hardware and software troubleshooting
• Experience and understanding of Active Directory
• Effective working relations with other Capita and 3rd party resolver groups

Experience For Senior Remote Desktop Support Engineer Resume

• Install End User software (licensing validity and availability checks)
• Strong knowledge of provisioning users accounts and emails based on Office O365 environment
• Hands-on experience in resolving Windows 7/10 issues
• Hands-on experience troubleshooting all types of Windows OS issues
• Experience in large computing environment

Experience For Field Engineer / Desktop Support Engineer Resume

• Experience understanding of Windows Active Directory architecture - groups, users, GPO, and related services
• Experience working with Windows 7 and Windows 10
• The ability to communicate to End Users with a wide variety of IT experience is essential together with understanding and responsibility for their issues
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Windows 10, iOS, OSX, Office 365 applications and Cloud
• Enthusiastic team worker - proven ability of working in a successful and flexible team
• Hands-on experience with troubleshooting in cloud deployments (AWS)

List of Typical Skills For a Desktop Support Engineer Resume

Skills for senior desktop support engineer resume.

• Have good troubleshooting, installation and problem solving skills
• Problem-solving skills demonstrating a directed, methodical, cost-effective, data-driven approach
• Solid skills at playing Quake III
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
• Excellent troubleshooting skills and able to multi-task
• Strong inter-personal and communication (verbal and written) skills
• Good communicator (in both english written and verbal skills)
• Able to manage time effectively and set priorities appropriately

Skills For Line Desktop Support Engineer Resume

• Strong Microsoft Office 2007-2016 support skills
• Strong diagnostic capabilities and problem solving skills
• ) Strong interdisciplinary skills; Microsoft platforms and virtualizations
• Strong Microsoft Office 2010-2016 support skills
• A team player with excellent people & communication skills
• Good documentation skills and the ability to produce documents to a consistent standard for all target audiences

Skills For Remote Desktop Support Engineer Resume

• Excellent troubleshooting skills on in MacOS, Windows, mobile devices, peripherals and software
• Professional, relevant examples of attention to detail and excellent customer service skills
• Strong documentation skills are required for process and procedure development
• Good clear written and verbal communication skills
• Solid telephone and remote assistance skills
• Strong written, verbal & phone skills, with ability to explain technical matters in non-technical terms
• Strong documentation skills and an attention to detail
• Excellent Customer service skills and a "can do" attitude

Skills For IT Desktop Support Engineer Resume

• Demonstrated experience in managing and supervising staff including hiring, performance management, development and counseling
• Excellent experience with creating and deploying images, scripting, building software packages and patch deployment
• Experience of handling escalations, complaints and solving problems including major incidents and high priority calls
• Good understanding of Windows networking (DHCP, DNS, IP) Hand-on experience of Active Directly in a Windows 2008 environment
• Proven experience of working within an IT support environment – offering face-to-face support would be desirable

Skills For Mac / Linux Desktop Support Engineer Resume

• Effectively resolve Workplace Technology Service Incidents and Requests keeping the customer updated at all times on progress and within SLAs guidelines
• Work effectively with other resolving agents within Desktop Services and within IT Services as a whole
• Robust 1st Line experience and 2nd line experience including
• Demonstrated knowledge and experience with Windows 7&10 , Microsoft Active Directory, Terminal server and roaming profiles
• Proven experience of working in an airport environment
• Solid Physical/Wireless networking experience
• Prior migration experience using SCCM

Skills For Junior Desktop Support Engineer Resume

• Expert diagnostic troubleshooting skills
• Communicate effectively including but not limited to presenting solutions and recommendations to management and teams
• Have skill in organising resources and establishing priorities
• Be able to communicate effectively, both orally and in writing
• Continually try to improve your technical skills
• Recognize, analyze, and effectively solve problems in a timely and organized manner
• Solid mobile development management experience

Skills For Colleague Systems Desktop Support Engineer Resume

• Good knowledge and experience supporting Citrix environment
• All calls closed to customer’s satisfaction as quickly and effectively as possible, with regular updates provided during resolution of long calls
• Demonstrated experience in Windows technologies (DNS, AD, DHCP, IIS, SQL, Power Shell, Windows Server Update Services (WSUS)
• Demonstrated client engagement and service experience
• Provide second level support to internal and external customers to analyse and solve their computer problems as rapidly and effectively as possible
• Proven experience in hands on technical systems support
• Customer support and communication skills
• Proven experience in working on a busy customer site in an operations role
• Proven experience in supporting Windows based systems

Skills For Apple Certified & Windows Desktop Support Engineer Resume

• Strong experience with Microsoft Windows 7/8/10/2003/2008/2012 and Apple MacOs and iOS operating systems
• Good design, analytical, and problem-solving capabilities and the ability to understand the user experience
• Strong desktop hardware experience with Windows 10
• Demonstrated Experience with Office 365, Windows 7, Windows 10
• Previous customer service experience is strongly desired
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Skills For Senior Remote Desktop Support Engineer Resume

• Experience with programming in VBA, C++/C# is a strong advantage
• Use your time effectively
• Communicate effectively and courteously with colleagues and customers at all levels
• Previous desktop support administration skills required
• Good experience with Active Directory, DHCP and DNS services, WDS, WSUS, and print services
• Strong Microsoft Office / 0365 experience
• Team Lead or prior Supervisory experience recommended
• Networking and Call Center experience, especially with Cisco products
• Testing, validation and rollout of corporate images

Skills For Field Engineer / Desktop Support Engineer Resume

• Working experience with administrative proficiency in
• Ticketing experience with previous job
• Experience with Microsoft SCCM 2012 platform (including software packaging/deployment, OSD, security patching and hardware/software reporting) preferable
• Thorough experience configuring, upgrading, troubleshooting desktop and laptops computers, servers, printers, scanners and other peripheral devices
• Strong working knowledge of industry standard End User imaging and packaging
• Experience of managing and maintaining enterprise Anti-Virus solutions
• Experience supporting End User Computing devices/BYOD/Cellular devices

List of Typical Responsibilities For a Desktop Support Engineer Resume

Responsibilities for senior desktop support engineer resume.

• Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices
• Collaborate effectively with desktop support team members and other IT technicians (network and/or system engineers) to resolve and document issues
• Experience in managing workstations using SCCM for software deployments, inventory, and security patching
• Solid hardware knowledge including PC’s, mobile computing and peripherals
• Experience writing business documents, such as functional specs and result summaries, as well as communicating project/issue status
• Experience maintaining and supporting a Microsoft environment
• Excellent at PC Hardware Configuration and Troubleshooting

Responsibilities For Line Desktop Support Engineer Resume

• Strong understanding of Microsoft Windows 7/10 and Office 2013
• Experience providing support to business community users up to senior executive level
• In-depth knowledge of and experience working with MS Office Suite (2016 & Office 365), Adobe (multiple versions), and other desktop applications
• Operates in a 24/7, shifting multi-tiered environment
• Experience using standard support tools such as Bitlocker, GoToAssist, LogMeIn, Dameware etc
• Deskside experience working in a customer service environment

Responsibilities For Remote Desktop Support Engineer Resume

• Experience in troubleshooting issues in macOS, Windows, and printers
• Experience in managing mobile devices
• Experience providing first class Executive Support
• Build strong working relationships with end users to set service level expectations and align
• Desktop Support experience, supporting a team of 130+ members of staff
• Customer facing experience in a support related capacity

Responsibilities For IT Desktop Support Engineer Resume

• Experience managing Active Directory at the Organization Unit level
• Experience in troubleshooting desktop and/or application performance issues
• Prioritize incoming requests
• 4) Hands-on experience in resolving Windows 10/7 and MS Office 2007/10/13/16 issues
• 5) Good understanding of Virtualisation technology and ability to resolve issues on Virtual Desktops
• 6) Citrix Technologies awareness and experience in troubleshooting Citrix Client side issues
• ) Strong understanding of Windows Group Policy 5 yrs
• ) Strong understanding of SCCM and image deployment 3 yrs

Responsibilities For Mac / Linux Desktop Support Engineer Resume

• Knowledge and support of Microsoft Windows Operating Systems (MCP certification required or demonstrable experience)
• Infrastructure experience (Server, Networks and messaging)
• Experience of using ServiceNow or other ITSM tool
• Experience in a field services role supporting Microsoft products
• Experience within IT industry in a customer facing capacity in a technical role
• Experience working in Windows PC Support or an equivalent occupation
• Experience in supporting business IT

Responsibilities For Junior Desktop Support Engineer Resume

• Experience with Dell computer and laptops troubleshooting
• Experience Supporting Windows 10 and Mac OS
• Experience in Active Directory, especially managing group-policies
• Experience in supporting iOS devices
• Experience with imaging technologies such as Ghost, PXE Boot & Clonezilla

Responsibilities For Colleague Systems Desktop Support Engineer Resume

• General desktop support on a trade desk with light engineering experience
• Experience in troubleshooting SCCM task sequences,
• Assist with effective basic user training and new user inductions
• Hands-on experience with Windows environment and TCP/IP networking
• Experience supporting OSX and Windows workstations
• Skilled in problem-solving, with best-value solutions as the goal
• Desktop engineering experience
• Experience working with managed VoIP solutions

Responsibilities For Apple Certified & Windows Desktop Support Engineer Resume

• User perspective troubleshooting of remote access and ‘Good For Enterprise’ technologies
• 8) User perspective troubleshooting of remote access and ‘Good For Enterprise’ technologies
• Experience of working in a desktop support environment
• Strong technical expertise in Voice Communications, VOIP, audio-video and video conferencing support
• Good working knowledge of network technologies
• Good understanding and awareness of ITIL tools and processes
• Good technology understanding and awareness
• Experience in a global organization supporting multiple EUC environments

Responsibilities For Senior Remote Desktop Support Engineer Resume

• Previous working experience within the Pharmaceutical industry would be highly desired
• Experience supporting Apple iPhone an iPads in an enterprise environment
• Windows image deployment and PC refresh experience using Microsoft SCCM
• Experience of working in an IT related role within a corporate environment
• Experience of working on a Service Desk
• Experience of using IT Service Management software, preferably House on the Hill
• Experience working in Service Desk environment
• Experience Windows PC engineering and Mac OS

Responsibilities For Field Engineer / Desktop Support Engineer Resume

• Experience dealing with hardware suppliers
• Basic networking experience (TCP IP/DNS/DHCP)
• Windows PC engineering experience
• 4) Hands-on experience in resolving Windows 10/7/XP issues
• A solid understanding of LAN/WAN topologies
• Experience with Windows 7/10 operating systems

Related to Desktop Support Engineer Resume Samples

Advanced support engineer resume sample, linux support engineer resume sample, systems support engineer resume sample, center support resume sample, tech, tech support resume sample, expert support resume sample, resume builder.

8 Desktop Support Engineer Resume Examples for 2024

Crafting a resume as a desktop support engineer demands precision. It's essential for the document to reflect your skills in troubleshooting, customer service, and IT knowledge effectively. This article provides examples of proven resumes and guidance on presenting your experience. Expect insights on highlighting certifications and tailoring your technical acumen to employer needs. With my hiring experience, I'll ensure your resume speaks directly to the core requirements of the role.

• 29 Apr 2024 - 1 new resume template (Senior IT Support Engineer) added
• 21 Apr 2024 - 1 new section (Illustrate impact with numbers) added
• 13 Apr 2024 - 1 new section (Tailor your resume) added
• 05 Apr 2024 - 1 new section (Beat the resume screeners) added
• 28 Mar 2024 - 4 new sections, including 'Positioning your education', added
• 28 Mar 2024 - 7 new resume templates, including Desktop Support Engineer with Cybersecurity Specialization, added
• 26 Mar 2024 - Article published
• 23 Mar 2024 - Resumes approved
• 21 Mar 2024 - First draft complete

  Next update scheduled for 07 May 2024

Here's what we see in top resumes for desktop support roles.

Highlighting Quantifiable Impact : Good resumes show clear results with numbers. They tell us how much you improved a system or reduced wait times. For example, noting increased ticket resolution by 25% , reduced system downtime by 30% , cut average response time by 15 minutes , or handled 30+ user requests daily shows your impact.

Matching Skills From The Job Description : You should match your skills with those listed in the job description. Include your actual skills like Windows and MacOS troubleshooting , Active Directory management , network configuration , hardware repair , and help desk support software proficiency.

Understanding Current Technology Trends : Show you're up-to-date with recent trends. Mention experience with cloud-based support tools or mobile device management . These phrases show that you're keeping pace with technology that's important for today's support roles.

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Desktop Support Engineer Resume Sample

Positioning your education.

Put your education section after your work experience on your resume. This is because your hands-on work solving technical issues with computers and helping users is vital. Show your latest job, then list your education focusing on relevant degrees and certifications. Highlight your understanding of computer systems and issue resolution skills from your courses.

If you are new to desktop support, place your education first. Degrees in computer science or IT certifications like CompTIA A+ are important to show employers. They prove you have the knowledge needed for this job.

Technical Support Analyst Resume Sample

Highlighting specific experience.

Show your ability to work with a wide range of hardware and software. In tech support, being able to solve problems with different technologies is key. List specifics like Windows, MacOS, or Linux support experience. If you have provided remote desktop services, mention this as it is highly valued.

Additionally, emphasize any direct user support experience. In this role, good customer service skills are as important as technical skills. If you have trained users on new systems or software, make sure to include this information.

Systems Support Specialist Resume Sample

Resume length guidance.

Your resume should be one page long if you have less than 10 years of support experience. This makes it easier for hiring managers to see your skills quickly. Use this space to show roles where you fixed technical issues and helped people with their computers.

For those with over a decade in the field, two pages allow you to detail your history in tech support. You can show how you have grown and taken on more complex tasks over time.

Help Desk Analyst Resume Sample

Emphasize soft skills.

In addition to technical skills, stress your soft skills. For someone in desktop service, being patient and clear when helping users is important. Mention any experience you have in explaining technical details in a way that non-technical people can understand.

Also, if you have managed IT inventory or worked with IT vendors, include this. It shows you can handle various aspects of tech support beyond just fixing computer issues.

IT Support Specialist Resume Sample

Beat the resume screeners.

You need to make your resume friendly to resume screeners and Applicant Tracking Systems (ATS). These are used to filter out resumes before a hiring manager sees them. Here's how:

• Use keywords that match the job description for a desktop support engineer. For example, include 'troubleshooting,' 'help desk support,' or 'hardware and software installation.'
• Make sure your resume format is simple. Use clear headings and avoid tables or graphics that an ATS might not read correctly.

By doing these things, you help ensure your resume shows your fit for the job. This can lead to it being reviewed by a hiring manager.

Entry-Level Help Desk Technician Resume Sample

Tailor your resume.

It's important to show on your resume that you have the right skills for a desktop support role. Be clear about your experience and how it matches the job you want. Use words and phrases from the job description to make it easier for hiring managers to see you're a good fit.

• Include specific software or hardware you've worked with, like Windows operating systems or troubleshooting PC issues .
• Show you have experience leading by mentioning any time you've managed a team, like being team lead for IT support staff .
• If you're moving into desktop support from another field, link your past job skills to this one. For example, if you worked in customer service, you can talk about your problem-solving skills.

Desktop Support Engineer with Cybersecurity Specialization Resume Sample

Illustrate impact with numbers.

When you apply for a desktop support role, showing your impact through numbers makes your experience more tangible. It helps hiring managers see the real value you could bring to their team. You might think it's hard to quantify your work, but even small wins can be measured.

Here are a few ways you can think through your past work and find the right numbers:

• Consider how many tickets you resolved daily or weekly, and calculate an average. For example, 'Managed an average of 30 support tickets per day with a 95% satisfaction rate.'
• Think about any process improvements you made. Did they reduce the time it took to resolve issues? You could say, 'Implemented a new troubleshooting process, reducing issue resolution time by 25% .'

Numbers give a clear picture of your work. They help you stand out by showing how you made things better, faster, or more efficient. Keep the figures simple and direct, like how many devices you've supported or the percentage of first-call resolutions. Your goal is to make your contributions easy to understand at a glance.

Senior IT Support Engineer Resume Sample

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Desktop Support Engineer Resume Example for 2024 (Skills & Templates)

Create a standout desktop support engineer resume with our online platform. browse professional templates for all levels and specialties. land your dream role today.

Are you a Desktop Support Engineer looking for a new job opportunity? Look no further! Our Desktop Support Engineer Resume Example article will provide you with the resources and guidance to create an effective resume that will help you stand out from the competition. We'll provide tips and tricks on how to highlight your accomplishments and skills, as well as advice on how to showcase your experience and qualifications. So don't wait, read on to learn how to craft the perfect Desktop Support Engineer resume!

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• Why you should use a resume template

What does a Desktop Support Engineer do?

A Desktop Support Engineer is responsible for providing technical support for computer hardware and software systems. They are typically employed by companies to help keep their computers running smoothly and efficiently. This may include troubleshooting problems with hardware and software, setting up and configuring computer systems, installing and upgrading software, providing technical assistance and training users in the use of computer systems, and performing other related tasks as needed.

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What are some responsibilities of a Desktop Support Engineer?

• Identifying and troubleshooting hardware and software issues on desktop computers
• Diagnosing and resolving network connectivity issues
• Providing technical support for end-users on desktop applications and systems
• Maintaining and updating inventory records for desktop hardware and software
• Installing and configuring computer systems and peripherals
• Upgrading existing hardware and software systems
• Performing preventive maintenance on desktop computers
• Creating and maintaining user accounts on the network
• Performing virus and malware scans
• Assisting with server maintenance and administration
• Solving technical problems with local area networks (LAN) and wide area networks (WAN)

Sample Desktop Support Engineer Resume for Inspiration

Address: 123 Main Street, Any City, ST 12345

Phone: (123) 456-7890

Email: [email protected]

John Smith is an experienced and certified Desktop Support Engineer with extensive knowledge in troubleshooting hardware and software issues. He has the ability to work independently and as part of a team, and has a proven track record of providing excellent customer service. He is proficient in a variety of technical languages and applications.

Work Experience

• Desktop Support Engineer, ABC Company, Any City, ST (2018-present)
• Diagnose and troubleshoot hardware and software issues for end users
• Provide technical support both onsite and remotely
• Maintain and install computer hardware and software
• Perform regular system maintenance and upgrades
• Bachelor of Science in Computer Science, Any University, Any City, ST (2014)
• Technical Troubleshooting
• Customer Service
• Hardware and Software Maintenance
• Network Administration

Certifications

• Microsoft Certified Professional (MCP)
• English (fluent)
• HTML (proficient)

Resume tips for Desktop Support Engineer

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Desktop Support Engineer resume tips. We collected the best tips from seasoned Desktop Support Engineer - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Highlight your technical certifications and any relevant experience.
• Include a summary statement that clearly outlines your qualifications.
• Detail your troubleshooting and issue resolution abilities.
• Mention your knowledge of relevant software and hardware.
• Demonstrate your ability to work with users to identify and solve problems.

Desktop Support Engineer Resume Summary Examples

A desktop support engineer resume summary or resume objective can be an effective way of communicating your qualifications and career goals to potential employers. A well-crafted resume summary or objective can help you stand out from other candidates and show employers why you are the best candidate for the job. It can also help employers to quickly get an idea of your expertise and capabilities, and make it easier for them to determine if you are the right fit for the role. For Example:

• Dynamic Desktop Support Engineer with 5+ years of experience providing advanced technical support to users. Proven success in resolving hardware/software issues and providing exceptional customer service.
• Experienced Desktop Support Engineer with 7+ years of technical support experience specializing in hardware/software troubleshooting and repair. Exceptionally knowledgeable in Windows OS.
• Certified Desktop Support Engineer with 8+ years of experience troubleshooting complex technical problems, installing and configuring software, and providing excellent customer service.
• Efficient Desktop Support Engineer with 5+ years of experience in providing user support, resolving hardware/software issues, and configuring systems. Proven track record in delivering timely solutions.
• Highly-skilled Desktop Support Engineer with 10+ years of experience in troubleshooting and resolving hardware/software issues. Adept at providing customer service and installing/configuring systems.

Build a Strong Experience Section for Your Desktop Support Engineer Resume

Building a strong experience section for a desktop support engineer resume is important because it allows potential employers to assess your skills and abilities. A well-crafted experience section can demonstrate your technical knowledge and provide insight into the types of tasks and projects you have successfully completed. Furthermore, it can also demonstrate your ability to troubleshoot and solve complex problems, as well as your ability to work within a team environment. Finally, it can also provide evidence of your commitment to customer service, as well as your ability to provide quality service. Ultimately, these qualities are essential for a successful desktop support engineer, and a strong experience section can help you stand out from the competition. For Example:

• Provided remote technical support to over 300 users in a large-scale corporate environment.
• Configured, installed, and troubleshot desktop hardware and software applications.
• Configured and managed Active Directory, Group Policies, and user accounts.
• Assisted with the installation and configuration of network printers and other peripherals.
• Collaborated with other IT teams to resolve network and hardware issues.
• Created and maintained user accounts, profiles, and file systems.
• Provided users with technical assistance and guidance on system operations.
• Developed and documented procedures for desktop support and maintenance.
• Implemented proactive measures to ensure optimal system performance and reliability.
• Assisted senior engineers in troubleshooting complex technical issues.

Desktop Support Engineer resume education example

A Desktop Support Engineer typically needs a Bachelor's degree in a relevant field such as computer science, information technology, or engineering. In addition, they typically need to be knowledgeable of a variety of computer operating systems and software, such as Microsoft Windows, Linux, and Mac OS. They should also have strong problem-solving and troubleshooting skills, as well as excellent customer service skills. Additionally, they need to have good communication and interpersonal skills for communicating with customers and colleagues. Here is an example of an experience listing suitable for a Desktop Support Engineer resume:

• B.S. in Computer Science from University of California, Los Angeles, CA, 2019
• A.A. in Information Technology from Santa Monica College, Santa Monica, CA, 2017
• Certified Professional in Information Technology (CPIT) from Microsoft, 2017
• Microsoft Certified Solutions Associate (MCSA) from Microsoft, 2016
• CompTIA A+ Certification from CompTIA, 2015

Desktop Support Engineer Skills for a Resume

It is important to add skills for a Desktop Support Engineer Resume because employers look for candidates who possess the technical and soft skills necessary to be successful in the position. Examples of technical skills include knowledge of Windows and Mac OS, networking protocols, hardware and software repair, troubleshooting, and customer service. Soft skills relevant to this role might include communication, problem solving, critical thinking, and time management. Demonstrating these skills on a resume can help a candidate stand out from other applicants and demonstrate their knowledge and expertise. Soft Skills:

• Problem Solving
• Communication
• Technical Knowledge
• Time Management
• Organizational Skills
• Critical Thinking
• Attention to Detail
• Troubleshooting
• Resourcefulness
• Hardware troubleshooting
• Software installation
• Network configuration
• Remote support
• Diagnostics testing
• Data backup
• Security protocols
• Systems integration
• Technical support

Common Mistakes to Avoid When Writing a Desktop Support Engineer Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Desktop Support Engineer resume

• Highlight technical certifications and relevant coursework
• Include relevant IT experience and accomplishments
• Specify knowledge of hardware and software applications
• Demonstrate customer service skills
• Mention problem-solving and troubleshooting abilities
• Showcase communication and organizational skills
• Include any IT-related certifications

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Desktop Support Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the desktop support job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Work with Network Administration to identify and resolve user permission errors, provide and troubleshoot printer access, and manage AD group membership
• Responsible for people Management, including goal setting and providing performance feedback
• Works directly with users across multiple Federal agencies and National Laboratories to provide assistance in resolving IT problems
• Provide technical leadership and mentoring to Junior members of the Service Delivery staff, assisting them in their technical and professional development
• Perform Managed Client Services while not performing SME / quality assurance / technical documentation activities
• Makes recommendations to better assist end users and improve the overall efficiency of daily operating procedures
• Work closely with the it service manager to assist with new deployments
• Assists with warehouse functions to include asset tagging, inventory management, asset disposal, parts inventory and working with Asset Management team
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Works independently in troubleshooting and providing solutions to unresolved hardware and software problems through trouble-ticket system
• Works proactively with the IT Asset Management Office to inventory equipment in the various sites including equipment audits
• Provide level 1 technical support and incident management service desk functions
• Assist Asset Management in inventory tracking of equipment, supported by Technical Logistics;
• Manages hardware inventory using asset management tool
• Perform desktop installation, basic cabling, network monitoring, and troubleshooting of the network and systems residing on the network
• Provide Patch Management and Anti-Virus Management for Physical Desktop and Laptops
• Assist with the management of computer maintenance and support at KIPP Houston
• Comply with and support ITIL change-incident-problem management processes and work instructions
• Perform related work as assigned
• Comply with and support ITIL change-incident- problem management processes and work instructions
• Install, configure, and troubleshoot desktop systems, workstations, servers, and network issues in a heterogeneous environment
• Excellent teamwork skills with a strong sense of responsibility, accountability, reliability, and commitment
• Strong base knowledge of IT systems (Win Server, SQL, AD, Exchange) and network and capable of learning quickly
• Knowledge of MAC operating and application software - Knowledge of audio/visual equipment setup, operations, quality control and maintenance
• Basic knowledge of corporate, industry and professional standards
• Detail oriented with the ability to work in fast-paced, team-oriented environment, illustrated by previous related professional level experience
• Ability to demonstrate adaptability by ability to adapt to changes, delays, unexpected situations, and effectively manage competing demands
• Excellent communication skills and ability to maintain a friendly, professional relationship with end clients
• Basic network knowledge and troubleshooting (TCP/IP, switching, routing, DNS, wireless, etc.)
• Flexibility to use a variety of supporting technologies, the ability to work under pressure and be capable of balancing competing demands and priorities
• Strong communication skills; Excellent English (Written and spoken)

15 Desktop Support resume templates

Read our complete resume writing guides

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• Handling of difficult and demanding client base
• Minimum of 1-3 years experience on VDI platforms
• Internet browsers (I.E & Firefox)
• Network connectivity awareness
• Proven track record in a technical support environment
• Excellent inter-personal and liaison skills

Remote Desktop Support Technican Resume Examples & Samples

• Analysis and resolution of user desktop issues via remote support toolsets
• User configuration updates
• User service request completion
• Working to defined service level metrics
• 3-5 years experience in an IT support role
• Windows XP / 7 platform support skills (preferably to MCP level)
• Novell/Netware administration tools knowledge
• MS Office 2007 / 2010 suite knowledge
• Comfortable in dealing with clients over the phone and 1 to 1, especially in critical situations
• Clear and precise requests updated and feedback passed to team
• Appreciates the potential business and technological impacts of issues

Team Lead, Desktop Support Resume Examples & Samples

• Responsible for a team of resources
• Determine workload, delegate assignments, work with the Manager, Client Services to promote career development, and evaluate performance, skill growth, competency growth, and assist with performance goals
• Work with the Manager, Client Services and Support to manage off-hour support and projects (i.e. moves, projects, emergencies, etc.)
• Manage the call volume for the Client Services and Support team to ensure that trouble tickets are being resolved on a timely basis
• Provide technical guidance for the desktop team
• Perform breakfix/end-user desktop support to users in multiple locations and provide second- level support to the divisional community for software, hardware, and various infrastructure related issues
• Manage all installs and configurations of printers and desktop deployment
• Manage hardware inventory for location and provide monthly reports
• Monitor and maintain problem status/resolution information in ServiceNow
• Manage employee timesheets and time management/projects in Clarity
• Minimum two (2) years/IS&T Senior Support Technician or Supervisory working in large corporate environment
• Windows 8/7/XP, Apple OSX desktop platforms
• MS Office Suite – Office 2003 and Forward (Word, Excel, PowerPoint, Outlook) for both MAC and PC
• Basic Networking experience (TCIP, LAN/WAN, Network Topology as it relates to desktop support)

Remote Desktop Support Technician Resume Examples & Samples

• Management of incidents in a multi disciplined environment
• ID Administration functions
• Application and patch deployment (where required)
• Support of technical tests
• Ability to work unsupervised and prioritize workloads

Help Desk-desktop Support Technician Resume Examples & Samples

• Strong in PC and Mac hardware troubleshooting/repair (preferably on the Dell PC platform)
• Hands on troubleshooting experience with common Network connectivity (LAN, DNS, TCP/IP, Wi-Fi) and Remote access/Citrix issues
• Ability to troubleshoot common issues with handhelds (e.g. iPhone, Blackberry, Windows Mobile, Android)
• Experience with Avaya IP Office / ShoreTel desk phones for move add and changes

Tech-desktop Support Resume Examples & Samples

• Performs all necessary functions as detailed on run sheets and daily procedures to ensure all programs are run and end users are provided with timely and accurate required data
• Maintains all logs during shift pertaining to print operation and performance
• Coordinates report distribution with user departments and management and tracks and maintains report totals
• Responsible for logging and tracking special requests from users
• Minimum Requirements
• Ability to handle multiple tasks (running reports, printing and distribution)
• Good oral and written communication skills required
• Self-starter, detail oriented, possess excellent interpersonal skills and able to work in a team environment

Desktop Support Agent Resume Examples & Samples

• Creates and modifies PC based applications and technologies in order to better facilitate business activities and end-user requirements
• Works as a liaison between PC end-users and IT development personnel to define system issues, conducts studies analyzing user requirements, performs cost analyses, and identifies alternate systems approaches ensuring that the Company's PC needs are met
• Installs PC hardware and peripheral components, such as monitors, keyboards, printers and disk drives; loads and verifies correct operation of software packages, such as operating systems, word processing, and spreadsheet programs all in accordance with Company guidelines and the division's budget
• Provides technical expertise/training to the end-users as needed and resolving equipment or operator problems; makes minor repairs or refers to service personnel
• Provides phone support for internal users as well as maintain the work ticket queue
• Bachelor's degree in a Computer Science related field with a minimum of 3 years of PC support experience preferred
• Minimum 3 years experience with troubleshooting Windows XP and Windows 7, troubleshooting hardware issues, ghosting, using remote access solutions, troubleshooting VPN connectivity issues
• Minimum of 2 years experience Active Directory Account Management experience
• Minimum of 2 years experience with technical support over the phone
• A , N or, MCSA Certifications are a plus
• Must have excellent phone skills
• Previous Desktop Support experience
• Basic knowledge of network architecture and topology
• Ability to lift heavy boxes and move PC's and network equipment

Private Bank-level Desktop Support Resume Examples & Samples

• Answering calls from users
• Managing tickets opened by users
• Remote control of users with issues to resolve them
• Desk visits to fix hardware issues
• Build PC’s install hardware for new users
• Manage desk phone, add users and change phones
• Application support
• Hardware support
• Ability to communicate at all levels. Confident in approach and sounds professional. Consistently displaying an excellent first impression to both client and colleagues
• Technical descriptions of problems
• Process and procedure documentation
• Punctual attendance essential. Responsiveness to varying conditions. Flexibility of hours worked
• Windows XP, Windows7
• Microsoft Office XP, Microsoft Office 2010
• Mainframe systems
• Desktop support ticketing systems
• Apple devices
• Blackberry devices
• Computer networking
• Printer set-up

Desktop Support Administrator Resume Examples & Samples

• Provide hands on support to business critical end-users
• Enforce desktop standards and security
• Handle end user support request via a hotline
• Assist in the training of helpdesk personnel and other technicians
• Respond to incidents in a timely manner to minimize impact to the users
• Install and configure applications
• Provide Tier 2 IT support for end-user computing devices
• Respond to incidents and requests within a ticketing system, providing resolution within a complex, fast-paced business environment
• Deploy and troubleshoot end user computing devices including laptops, desktops, printers, and wireless devices
• Install, configure, and troubleshoot supported operating systems, Microsoft Office, Adobe Creative Suite, and Internet browsers
• Configure and support remote users including VPN client and connectivity
• Provide customer training on systems and technology to users and, as needed, prepare and distribute instructional documentation to users
• Troubleshoot incidents and fulfill requests in accordance with departmental standards
• Adhere to Desktop processes, procedures, policies, and job aids
• Interact with business end-users, Service Desk, engineering, IT Information Security, technology stack management, vendors and technology providers
• Staff walk-up support kiosk
• Handle projects assigned by management
• Work independently on day-to-day operations

Gti-remote Desktop Support Technician Resume Examples & Samples

• Adhere to current policies and procedures
• Take a proactive approach to clients' requirements and identify recurring problems
• Use and contribute to knowledge management resources
• 5 + years of Remote Desktop Support experience within a busy, high volume call environment required
• Knowledge of Voice Communication Support (CISCO, Avaya telephony etc.) a plus

Help Desk Desktop Support Technician Resume Examples & Samples

• Candidates must have in depth knowledge of the Windows OS (XP, Win7)
• Proven skills with MS Outlook/Exchange connectivity and other Microsoft Office products
• Good understanding/diagnosis of problems of common web browsers (Internet Explorer, Firefox, Safari)
• Ability to troubleshoot Printing issues on client and servers
• Experience with ShoreTel desk phones for move add and changes

Regional Sites Desktop Support Resume Examples & Samples

• 2+ years experience in Service Desk and IT Risk Management
• 2+ years extensive Knowledge with IT ticketing systems (HP, Service Now, Remedy etc...)
• Desktop Applications & Systems (Win 0S, XP, 7; MAC OSX etc...)
• Market Data Application(Bloomberg, Reuters / Reuters Dealing, E-Speed, Tradeweb, Broker Tec)
• BES Management Console (Versions 4.0 and higher)
• Excel Scripting (VBA)
• MS DOS Management and basic- strong batch and VB Scripting knowledge
• Advance Microsoft Suite (Office 2003, 2007, 2010)
• Asset management
• ITIL Foundation Framework Certification
• Virtualization (VDI)
• Citrix and Java Application Support
• Understanding of Equity, Capital Market and Investment Banking
• Life cycle of a Trade
• Having supported Equity, FICC and program trading systems
• Working knowledge of market data services and software
• Service Life Cycle- Incident Management, Request Fulfillment, Problem Management, Asset
• Able to handle trading floor environment and potentially irate customer while meeting and exceeding OLA's and SLA's defined
• Ability to multitask and prioritize simultaneous requests and issues
• Able to work independently with little direction
• Completes tasks on time and is detail oriented
• Champion Processes and as an Owner or affiliate
• Ability to identify Major Incidents and reporting where applicable while escalating when necessary
• Prioritization based on severity of Procedures, Support and Management

Desktop Support Representative Resume Examples & Samples

• B.A./B.S. in a relevant field
• 2-5 years of experience in a similar environment
• Ability to troubleshoot a wide array of technical support and systems issues
• Great communication and interpersonal skills $
• Experience working within the finance industry

Desktop Support Resume Examples & Samples

• Provide support for trading and market data applications
• Assist in monitoring and supporting email, file/print, and application servers
• Support mobile handheld devices
• Assist in general overall network maintenance
• Resolve systems problems by working with outside vendors and manufacturers
• Plan and implement moves
• Stay current with hardware and software developments in areas of interest to the firm
• Conduct product research and purchase hardware, software and networking services or products
• 5 years of experience in desktop support in a corporate environment
• Strong Microsoft Windows 7 and Microsoft Office 2010 suite
• Strong general PC installation and technical support skills
• Bloomberg, Reuters, Wonda, Instinet, CQG experience
• Proficiency with Windows Server 2008 R2 - Microsoft Exchange
• Blackberry, iPhone, Droid. BES and Activesync proficiency
• Experience with Watchguard Firewalls, Cisco Switches
• Neverfail $

Desktop Support Associate Resume Examples & Samples

• 3+ years of working experience in Technical Support
• Bachelor's Degree in related field; 1+ years related experience and/or training; or equivalent combination of education and experience
• Strong aptitude for problem resolution/troubleshooting and ability to work on your own
• Strong knowledge of Windows XP &7, MS Office 2003 and 2010, TCP/IP, DHCP and DNS
• Knowledge of Microsoft Windows Server 2003/2008, Exchange, Active Directory, and VMware
• Knowledge of networking, routing, and firewalls
• Familiar with systems migration
• Experience in monitoring and maintaining systems systems including servers, networks, desktops, printers, etc
• Familiarity with a support ticketing system
• Procurve and Sonicwall knowledge
• Work in a collaborative team environment with internal and external communities to improve overall customer service and support
• Monitor and respond efficiently and quickly to associate service calls
• Use analytical skills to troubleshoot hardware and software complications
• Demonstrate interpersonal skills and excellent customer service
• Two or more years of relevant technical experience
• Ability to listen well and translate the needs of the associates
• Fashion industry background is a plus

Desktop Support\application Management Resume Examples & Samples

• Provides a high level of customer service while supporting end users. Support includes, but is not limited to, laptops, desktops, cell phones, tablets, video conference system, and IP phone devices
• Troubleshoots and supports remote VPN access
• Maintains configurations of all notebook and desktop computer systems according to Dell Federal established standards
• Assists in troubleshooting video conference and telecommunications systems in coordination with tier 2 corporate technical resources
• Maintains accuracy of hardware/software inventory and asset information
• 1 to 3 years experience supporting desktop/laptop PCs, PDAs, wireless, telecommunications, Printers and related devices to large enterprise environment
• 2 to 3 years minimum experience supporting of the Microsoft Office suite of applications, Outlook E-Mail clients and Windows operating systems and hardware platforms with a good problem resolution track record
• 1 to 2 years experience with software packaging and PC imaging tools such as Altiris or Ghost
• Preferred - MCDST (Microsoft Certified Desktop Support Technician) or equivalent work experience
• Inventory & Store Management and ensuring compliance with polici
• Ensuring all support issues are resolved in a timely fashion through effective Vulcan queue and ticket management
• Is understanding of and sympathetic to client requirements

Desktop Support, NY Resume Examples & Samples

• Assist in all other aspects of IT infrastructure
• Must have Bachelor’s Degree
• Four or more years of relevant technical experience
• Ability to analyze and troubleshoot any technical problems
• Ability to listen and translate the needs of the associates
• Ability to learn new systems and configurations
• Experience working in a retail environment is a plus

Desktop Support Contractor Snei Sd Resume Examples & Samples

• Patch Management – Testing patches for known vulnerabilities
• Patch Management – Deploy patches manually or using automated tools
• QA and POC work for IT and Security Projects
• Help maintain corporate images with latest software standards and patches
• Monitor software lifecycles to regularly distribute patches to fix issues
• Create SCCM Software deployment packages
• Technical contact for any helpdesk and critical IT issues
• Resolve technical failures in a timely manner, track issues, escalations, & resolutions
• Troubleshoot & solve common IT issues including
• Password resets, hardware failures, access requests
• Work on projects as needed
• Bring ideas for improvement forward
• Advanced Windows experience required
• Advanced Mac OSX support experience required
• Linux Experience Preferred
• Hands-on experience with Microsoft desktop operating systems and software
• Knowledge of Microsoft Active Directory, Microsoft Exchange and operating system imaging software
• Experience with asset and software tracking preferred
• Extensive SharePoint and Microsoft SCCM experience required
• Patch Management experience preferred
• Patch Management tools experience preferred
• Administers end-user workstations and supports end-user activities utilizing TCP/IP on a primarily Microsoft Windows-based local area network (LAN)
• Performs and/or oversees software and application installation and upgrades
• Troubleshoots networks, systems and applications to identify and correct malfunctions and other operational difficulties
• Administer SharePoint/Salesforce environment, including coordination with external vendors
• Provides computer orientation to new and existing company staff
• Ability to communicate technical information to non-technical individuals
• Knowledge of computer and/or network security systems, applications, procedures and techniques
• Ability to learn and support new systems and applications
• College degree in information technology or similar discipline preferred; Help Desk experience may be substituted for a college degree or certification
• Knowledge of windows server OS 2012
• Knowledge of backup software technologies
• Experience Documenting Network Topology utilizing Microsoft Visio

Manager of Desktop Support Resume Examples & Samples

• 5+ years of experience managing IT support teams
• Ability to mentor and develop staff
• Proven team building and talent management skills
• Must have exceptional hardware and software problem solving abilities
• Experience with Windows 7, Active Directory, Office 2010/2013, Endpoint Protection, and Citrix
• Experience with rollouts, migrations and upgrades

L Desktop Support Resume Examples & Samples

• Expertise in Microsoft Office Suite (2007, 2010, 2013)
• Microsoft Certified Systems Engineer (MCSE) preferred
• Prior experience in desktop support role in banking required
• Strong presentation and communication skill
• Team player, Energetic and motivated
• 2+ years of previous experience in a Desktop Support role
• PC and MAC savvy
• Microsoft Office/Suite proficient (Outlook, etc.)
• University Degree - 2:1 or higher- ( Degree in I.T is desirable)
• 0-3 years experience
• An interest in working in IT industry
• Passion to develop with the company
• Previous experience working with a commodities, trading and/or logistics industry a real advantage
• Very strong technical skills including comfort with Microsoft packages
• Good knowledge of telephone systems, including switchboard, dealer board, Avaya phone systems, an advantage
• An understanding of database management
• An understanding of trading support applications, such as Reuters, Bloomberg, etc., an advantage
• Knowledgeable in the troubleshooting of both hardware and software in a Windows environment
• Working knowledge of routers, switchers, Wireshark, SAN, NAS, and NAT
• Interest in both PC (hardware/software) and Network Technology
• Excellent written and verbal communications skills, as well as presentation skills
• 1-5 years' experience in the PC/Networking industry
• A+, Networking+, CCNA, MCSE or MCP
• Prior experience in a technical support/help desk type position
• Knowledge of CCTV, Access Control, digital video, video codecs, digital recording and video transmission
• 3+ years of Technical experience working with LAN and Network Management environments
• Associate's Degree in Computer Science or related field
• Specific experience managing the Microsoft desktop and server environment
• Microsoft certification
• Troubleshoot and solve common IT issues (password resets, computer hardware failures, and access requests) via telephone and email
• Support/administer Active Directory, SharePoint, Microsoft Systems Center Configuration Manager, virus/spam detection, backups
• Desire to multitask and solve problems efficiently and quickly
• Experience with a corporate IT ticket system such as Remedy preferred
• Associates degree in Information Technology, B.S./B.A. in Computer Science, Information Systems, Electrical/Computer Engineering or equivalent experience preferred
• Experience with Windows 7/8 OS
• Strong understanding of computer platforms and application
• Approachable and detail-oriented

CO OP Analyst Desktop Support & Helpdesk Resume Examples & Samples

• Responding to telephone calls, e-mails and other requests for technical support in a timely and professional manner
• Following established processes and procedures to provide customer support to clients via telephone, e-mail, fax or remote access utilities
• Demonstrating a consistent sense of urgency and follow up on open issues to ensure a satisfactory and timely resolution is achieved
• Tracking, monitoring and accurately logging/documenting problems to ensure timely resolution and/or follow up for information
• Proactively seeking solutions to less common problems
• Escalating problems and issues to a higher level of support, as appropriate
• Representing the technology group in a professional and business like manner and communicates openly and effectively with users and colleagues, respond to telephone calls, emails and other request for technical support in a timely manner
• Contribute to the effectiveness of the Roynat’s Information Technology initiatives and resources by
• Utilizing resources such as Knowledge bases, websites and help desk tools to locate solutions to known problems; Troubleshooting system problems and providing solutions using specific product knowledge, system utilities and operating environment; Performing basic computer software installations and upgrades; Serving as a resource for process and procedures redesign or development; Participating on special projects as assigned and ensuring any assigned duties and responsibilities are completed accurately and in accordance with assigned timelines, instructions, etc; Acting as a technical resource to others as appropriate
• Balancing multiple shifting priorities; maintaining and upgrading technical knowledge of supported products through ongoing training and courses; reviewing and maintaining solutions documented in knowledge management and problem resolution software; maintaining a high level of customer support through teamwork and effective communication of technical and/or procedural issues
• Escalating and/or reporting problems and concerns raised by Users to the Director IT or other senior members of the IT team in accordance with established procedures. When appropriate, proactively recommending viable solutions to identified problems; Looking beyond the immediate scope of a problem or concern for potential impact on other areas; Demonstrating confidence in championing one’s own ideas; Meeting all established deadlines
• Software environment experience including Microsoft Windows operating systems as well as experience in supporting the Microsoft Suite of products
• Excellent communication skills (verbal, written, interpersonal) and listening skills (proactive listening, patience, speaks clearly and concisely)
• Must have a positive, client centric attitude. Must be willing to help others and share knowledge with Users and colleagues
• Must be detailed oriented, have advanced analytical skills and problem solving skills and able to think in an innovative manner
• Within established guidelines, must have good decision making skills
• Demonstrated flexibility, time management skills and ability to prioritize competing demands are a must
• Able to effectively multi-task and maintain concentration given interruptions as a result of answering help desk calls
• Able to work with relative autonomy and with minimal instructions to perform job functions
• Keyboard/Typing skills (30 words per minute)
• Intermediate to advanced user level knowledge of PC's, peripheral devices and a variety of office equipment
• Intermediate to advanced level knowledge of standard operating systems and office productivity software
• Intermediate to advanced knowledge of network and internet environments
• Intermediate to advanced knowledge of troubleshooting logic and techniques
• Demonstrated understanding and utilization of concepts, practices and procedures within a help desk environment
• Intermediate to advanced knowledge with various types of remote access
• Familiarity with less common operating systems
• Self-starter who is able to work in a team environment
• Respond to Executive C level Support
• Respond to end-user service requests reported to the IT Help Desk and incident management system
• Respond in accomplish all set service level agreements set by the department
• Comply with Corporate and IT policies and procedures
• Participate in IT projects when required
• Maintain asset tracking
• Change toner for different printers/copiers
• Has experiencing supporting 100+ user corporate environment
• Experience with Video Conferencing preferred
• Minimum of 1 year experience in IT end-user support

Helpdesk / Desktop Support Resume Examples & Samples

• Building, installing, maintaining and troubleshooting Linux & Windows desktops & laptops
• User account administration
• Software & license installation
• Application debugging
• User support (phones, email tracking system & at the user's desk)
• Develop & document tools/procedures
• Install & maintain 3rd party software & licensing
• Set up & move systems as necessary
• Analyze issues & create solutions for HW & SW problems
• Daily & weekly preventative maintenance procedures
• Prior UNIX/Linux/Windows experience is a must
• Ability to learn quickly and work in a fast paced environment
• Scripting experience (Perl, VBS, shell, etc.)
• Mac experience a plus
• Systems administration experience a plus

Desktop Support IT Analyst, Asset Management Resume Examples & Samples

• Provide on premise support and service, either directly or in co-ordination with other service providers (IBM & Telstra), including hardware, software and desktop support services
• Development and maintenance of excellent working relationships with internal/external IT partners
• Establishment of robust escalation paths to ensure rapid awareness and responses to priority issues
• Work with technology stakeholders to coordinate the implementation of projects and assess the needs of various business units
• Providing market data support services to internal business teams and ensure maximum availability of market data services, including Bloomberg, SWIFT, Factset
• Ensure that all group technology requirements are met so that new starters can commence work in a timely and efficient manner
• Telecommunications – Management of Smartphones and iPads, IPTel phones, VCs, Microsoft Lync, Webinars
• Be a key member of Business Continuity (BCP) team. Ensuring that BCP and Disaster Recovery (DR) documentation is kept up to date, BCP laptops and other equipment is kept current and off site, and group BCP and DR testing requirements are met each year
• Monitor, resolve, and document all actions and solutions within Service Desk tickets and update the technical details within operational procedures as appropriate
• Serve as application liaison between call center operations and call center IT engineers
• Ensure customer satisfaction, including taking ownership of any opened tickets and ensuring incidents are fully resolved
• Play a major role in the remote agent new hire onboard and offboard processes including detailed asset tracking
• Dedicate time to assist on a call-in line for new hire call center setup assistance
• Troubleshoot for remote agents and locations with no on-site IT staff to assist
• Utilize Active Directory including AD accounts, groups, security, DNS, DHCP and other DC-centric needs – as well as VPN accounts
• Ensure that application changes are properly documented, controlled for change, and monitored for uptime
• Facilitate the implementation of applications to match the needs of the call center business
• Collaborate and cross-train with other team members
• Support the operations staff in the call center
• Escalate critical production issues through the proper chain of command
• Follow all Company policies and procedures
• Enjoys working with people over the phone and provides thorough follow-up to ensure problem resolution and customer satisfaction
• Great problem solving abilities
• Outstanding organizational skills

Desktop Support Tm Lead Resume Examples & Samples

• Team Lead for approx. 10 dedicated East Coast desk side technicians
• Oversee technical issue resolution, provides technical guidance to direct reports in a Windows based environment
• Handle escalations and maintain SLA
• Read/create metric reports
• Act as a hands on lead when required
• Evaluate employee performance
• Provides primary input to hiring, firing, salary increases and other personnel decisions
• Responsible for conducting periodic performance reviews for staff, including professional development plans and goals
• Perform local site visits as required
• Travel approx. 10%
• Have at least five years of technical support experience and minimum of 1 year of IT Lead experience
• Possess excellent analytical, interpersonal and leadership skills
• Communicate effectively with technicians and the client at all levels of the organization
• Maintain positive client relationships
• Highly organized, with effective time management skills and the ability to multitask
• Is enthusiastic and motivated
• Ability to stay engaged and discover for improvement opportunities within the team and environment
• Responsible for team of 7 resources
• Determines workload, delegate assignments, works with Sr. Manager, Client Services to promote career development, and evaluate performance, skill growth, competency growth, and assists with performance goals
• Work with Sr. Manager, Client Services and Support to manage off hour support and projects (i.e. moves, projects, emergencies, etc.)
• Lead the call volume for the Client Services and Support team to ensure that the incidents and requests are being resolved on a timely basis
• Perform break-fix/end-user support to users in multiple locations and provide second level support to the divisional community for software, hardware, and various infrastructure related issues
• Manage employee Timesheets and time management/projects
• Undergraduate degree in computer science or related field and/or equivalent work experience
• Minimum five (5) years IT end user support experience working in large corporate environment
• Minimum one (1) years experience leading other IT resources in large corporate environment
• Experience with current technology including
• Experience supporting Windows 8/7, Apple OSX desktop platforms in an Active Directory environment
• MS Office Suite – Support and configuration for both Windows and Apple OSX suites
• LANDesk – Workstation management, query building, packaging
• Service Now or equivalent service management software
• Basic Networking (TCIP, LAN/WAN, Network Topology as it relates to desktop support)
• Mobile Devices Operating systems to include Apple iOS, Microsoft Windows Phone and Android
• Demonstrated ability to estimate work effort for each team member as it relates to projects and work volume
• Excellent communication and leadership skills as well as solid technical support skills
• Outstanding interpersonal skills with demonstrated ability to influence at all levels of the organization
• Understanding of PC and platform operating systems, including MS Office, MS Windows Server 2008/2012
• Understanding of systems software, network protocols and standards, including firewalls, Active Directory, MS SQL and MS Exchange
• Solid technical skills
• Provide a high level of help desk and systems support to all users in the organization by
• Responding to telephone calls, e-mails and other requests for technical support to the help desk in a timely and professional manner
• Demonstrating a sense of urgency and follow-up on open issues to ensure satisfactory and timely resolution is achieved
• Escalating and/or reporting problems and concerns raised by Users to the Director IT or other senior members of the IT team in accordance with established procedures. When appropriate, proactively recommending viable solutions to identified problems
• Tracking, monitoring and accurately logging/documenting problems to ensure timely resolution and/or follow up for information; and
• Acting as a technical resource to others as appropriate
• Demonstrate and maintain strong troubleshooting skills by
• Utilizing resources such as knowledge bases, websites and help desk tools to locate solutions to known problems
• Troubleshooting system problems and providing solutions using specific product knowledge, system utilities and operating environment
• Looking beyond the immediate scope of a problem or concern for potential impact on other areas
• Maintaining and upgrading technical knowledge of supported products through ongoing training and courses
• Reviewing and maintaining solutions documented in knowledge management and problem resolution software
• Perform basic computer software installations and upgrades
• Serve as a resource for process and procedural redesign or development
• Participate in special projects as assigned and ensure any assigned duties and responsibilities are completed accurately and in accordance with assigned timelines, instructions, etc
• Less than one year of experience in a Help Desk environment
• A recognized undergraduate degree or technical college certificate in computer science, business or a related discipline is preferred
• Basic to intermediate user level knowledge of the following
• PC's, peripheral devices and a variety of office equipment
• Standard operating systems and office productivity software
• Network and internet environments
• Troubleshooting logic and techniques
• Basic to intermediate knowledge of various types of remote access
• Software environment experience including Microsoft Windows operating systems, as well as experience in supporting the Microsoft Suite of products
• Excellent communication skills (verbal, written), and listening skills
• Excellent interpersonal and customer service skills. Must have a positive, client-centric attitude and be willing to help others and share knowledge with Users and colleagues
• Must be detailed-oriented, have advanced analytical and problem-solving skills and be able to think in an innovative manner
• Within established guidelines, must have good decision-making skills
• Must demonstrate confidence in championing one’s own ideas
• Demonstrated flexibility, time-management skills and the ability to prioritize competing demands are required

Desktop Support Lead Resume Examples & Samples

• This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents and Problems, including the monitoring, tracking and coordination of Support functions
• Desktop Support Team Leader is also responsible for planning, designing, and analyzing the organization's support according to ITIL best practices, while ensuring high levels of customer service quality and availability
• Working with the IT Service Delivery Manager to develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions
• IT Team Lead is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans
• IT Team Lead will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary

Desktop Support Level Resume Examples & Samples

• Installation of PC,
• PC contracts related tasks,
• General support for Windows environment,
• Microsoft Office troubleshooting (Excel etc.),
• Professional and understanding of Windows Networked environments,
• Japanese native,
• Remote Access experience
• English business,
• Window 7 trouble shooting,
• Outlook basic server function,
• Phone cabling and set up,
• Microsoft Office troubleshooting,
• Cisco system knowledge,
• Set up routers, switches and cabling experience
• Project management experience,
• CCNA certification,
• ITIL certification
• Strong organisational skills, ability to prioritise tasks
• Ability to build relationships with the clients
• Planning, time management and organising skills
• Able to operate autonomously with minimal supervision
• Certificate, Diploma or Degree in relevant field
• Minimum 1-3+ years experience with Active Directory required
• Minimum 1-3+ years experience with Outlook troubleshooting required
• Windows 7 preferably to MCP level
• MS Office 2007 +, (Access and Project also desirable)
• Excellent inter-personnel and liaison skills
• Successfully troubleshoot issues both independently and in collaboration with all available resources
• Troubleshoots and supports Cisco VPN, SSL VPN & Dial-up connectivity under Windows 7 OS
• Troubleshoots and supports smartphones and mobile devices
• Assists in troubleshooting video conference and telecommunications systems in coordination with corporate technical resources
• 1 to 2 years experience supporting desktop/laptop PCs, PDAs, wireless, telecommunications, Printers and related devices to large enterprise environment
• 1 to 2 years minimum technical customer support experience required
• 1 to 2 years minimum experience supporting of the Microsoft Office suite of applications, Outlook E-Mail clients and Windows XP operating systems and hardware platforms with a good problem resolution track record
• Preferred - MCP, A+, or other industry certifications

Desktop Support With English Resume Examples & Samples

• Designs and implements system requirements for customers and analyzes existing systems
• Installs and maintains mainframe, midrange, or NT operating systems and related software to ensure stable performance
• Evaluates system specifications, input/output processes, and working parameters for hardware/software compatibility
• Develops, tests, installs, and modifies computer software for operating systems, compilers, utilities, multiprogramming, and telecommunications systems
• Develops and installs programs for large-scale or high volume transactions requiring IBM/MVS or similar mainframe processing
• Develops and installs programs to support general business applications
• Develops programs on midrange computers such as the IBM AS/400 or UNIX based mini/midrange computers
• Evaluates and installs database management systems
• Plans computerized databases, including base definition, structure, documentation, long-range requirements, operational guidelines and protection
• Interfaces with end users to independently resolve problems concerning system function(s) which have been escalated through a problem ticket process and generally are outside of established processes and procedures. Reviews assessments of diagnostic information and determines alternatives
• Coordinates, oversees and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems. Acts as the point of contact in various leveraged accounts and locations. Communicates with vendors, clients, and/or product line/service representatives as the point of contact in response to service requests
• Provides expert technical advise and input in developing and creating new service offerings or technologies, such as, working with desktop engineering teams on the development of the standard operating environment (SOE) for the account(s) and other related activities to ensure that client needs are met in a cost effective and timely manner
• Provides guidance and training to client population on system and products to eliminate recurring errors and where appropriate, provides recommendations for improvements
• Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives
• Provides data for daily metric reporting. Provides systems software and hardware documentation and assesses system information where appropriate. Recommends and implements enhancements in order to ensure efficiencies
• Provides technical services or acts as a lead in support of project work; works with project teams to implement defined technical activities, such as enhancing or designing solutions for customers, creating new scripts and diagnostic tools to resolve problems and conducting transition or transformation activities for new accounts. Communicates in representing the service delivery organization as the client interface from problem identification to problem resolution. Establishes and builds client relationships
• Four or more years of technical support experience
• Experience working with relevant deployment strategies and methodologies
• 3+ years of experience in PC and Desktop / End-User Support
• Working knowledge of MS Windows and MS Office support and troubleshooting
• Experience with asset management systems and procedures – asset tagging, labeling, audits, etc

Engineer, Desktop Support Resume Examples & Samples

• Participates as a specialized knowledge resource in established processes
• Suggests improvements to business processes and independently completes small sub-projects within a defined course of action
• Will organize specialized and defined information for review
• Tends to reference documented process and practices and learnings from previous experience to address challenges. May handle more common complex challenges but Escalates situations that have not been encountered previously
• Most decisions are based on prescribed and dictated guidelines. Knowledge of theory and practice Will assist with the ability to interpret and determine next course of action that May deviate from the norm
• Understands and accommodates established process and project timing. Deviates only if provided direction
• Relies on general direction to understand importance and urgency of work content
• 40%: Under direct supervision, provides support for the enterprise IS infrastructure where analysis of situation requires evaluation and judgment. Escalates issues to the next engineering level as needed. Documents solutions in accordance with IS engineering standards
• 30%: Under direct supervision, develops, tests, and deploys solutions in accordance with IS design specifications
• 30%: Participates on IS enhancement and maintenance activities
• Performs restorative and maintenance actions to solve Desktop PC/MAC specific (OS/Applications/PC HW/MS Office/ETC.) problems, using advanced troubleshooting and technical skills
• With focus on Desktop PC/MAC Support; provides accurate, timely and creative solutions to corporate, distribution and store related problems of moderate to complex nature to ensure company productivity
• Responds to situations where standard procedures have failed in isolating or fixing Desktop PC/MAC specific (OS/Applications/PC HW/MS Office/ETC.) equipment or software
• Maintains and documents accurate information/data regarding Desktop PC/MAC specific issues within the tracking system, the document repository; according to policies and standards. Provides written technical specifications for the purchase of Windows/MAC based HW/SW and related products
• Bachelor’s degree in computer science, MIS, engineering, or a related field or equivalent work experience
• 3+ years experience in IS working in an Infrastructure and Operations environment. Must have experience with the following: Operational support, production support or administration experience
• Good written and verbal communication skills with ability to communicate with multiple levels of the organization. Must possess the ability to deliver effective technical presentations
• Ability to work flexible hours as required to meet business demands
• Knowledge of Windows and MAC based platforms, MS Office Professional proficiency, knowledge of various software platforms including Windows, Oracle, Teradata or SQL Server preferred
• Provide 2nd tier helpdesk support and resolve problems to the end user’s satisfaction
• Document, maintain, user desktops standards for the company
• Represent the IT Team on BAU project teams
• Assist with onboarding of new users computer hardware
• Install, test and configure new workstations, printers, peripheral equipment and software
• Manage inventory of all end user equipment, software and software licenses
• Administer Checkpoint system and MDT Image Server
• Manage end user procurement and vendor agreements
• Associate’s Degree in related computer science field OR equivalent work experience in bank platforms
• 3-5 years’ experience supporting systems in a large corporate environment
• Active Directory/Windows OS knowledge preferred
• Prior experience with Desktop Imaging preferred

Desktop Support / Application Engineer Resume Examples & Samples

• Help manage the predominantly Mac desktop support needs of our organization
• Onboard end users into the Engineering application stack
• Provision, configure, deploy, and support third-party applications such as Rally, Jira, Confluence, and Artifactory as well as internally-developed applications for the Engineering team
• Administer version control systems such as GitHub
• Help manage portions of dev, test, and production environments
• Help support our CI/CD systems and practices
• Contribute to and maintain system standards and best practices
• Perform system administration and database administration tasks
• Research and recommend solutions for automating administration tasks
• Work in a team environment and quickly adapt to changes
• 2+ years providing desktop support for end users, preferably in an environment that includes Macs
• 2+ years Linux experience including some scripting
• Some Windows experience
• Nice to have: VMware, virtualization experience
• Nice to have: Networking, routing, load-balancing, firewall knowledge and experience

Analyst, Desktop Support Resume Examples & Samples

• Function as an internal customer service contact for IT organization via walk ups, ticketing system and phone support
• Install, configure and maintain computers using Windows 7, Mac OSX, and Apple iOS Devices (e.g. iPad and iPhone)
• Responds to questions of users concerning internal technology including, but not limited to: Desktops, Laptops, Printers, Telephones, Mobile Devices and connectivity within the PC network
• Effective software troubleshooting for Windows / MS Office and other TWC applications
• Ensures placement of all new PC’s and other technology, and assists staff members in any type of facility relocation and network changes, including PC and telephone relocations
• Coordinate with other departments for deployments, upgrading, and maintenance of technology, as well as any other projects as defined or required
• Can handle basic level escalations, but must recognize when to escalate higher level problems to appropriate individuals
• Takes ownership of problems and follows through on resolution with end users and other pertinent IT staff
• Enters and tracks support calls and walk ups, as well as manages existing tickets in the help desk ticketing system, while adhering to established SLA’s
• Adheres to established standards and procedures in resolving problems
• Ability to travel between multiple external sites, as needed
• Ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently under minimal supervision
• Ability to maintain a professional appearance and conduct oneself in a respectable, responsible, and courteous manner
• Ability to work hours outside of normally scheduled shift with little or no advanced notice required
• 1 to 2 years of Customer Service skills preferred
• At least A+ or Net+ or one higher technical certification
• Technical understanding of the Internet and Email, as well as experience in the areas of LAN/WAN, Active Directory, Networking and VoIP
• Proficiency with using Windows 7, Mac OSX, and Mobile operating systems
• Proficiency with Microsoft Office, Visio, MS Project, and Skype
• Experience with Altiris,
• Initial PC setup and maintenance
• General support for Windows environment
• Microsoft Office troubleshooting (Excel etc.)
• Must currently reside in Japan
• Strong Understanding of Windows environments
• Native Japanese required
• English business
• Experience supporting users in a Win 7 environment
• Experience working in a professional service organization
• Able to troubleshoot Microsoft Office 2010
• Strong interpersonal skills

FO Desktop Support Resume Examples & Samples

• Base on priority, handle cases from L1 helpdesk, and set client expectation
• Take ownership on unresolved cases, collect information, and transfer to Level 3
• Handle Desktop / Laptop / Mobile Devices (Smartphone, Tablet) / Remote Access incidents and requests
• Handle new joiner setup / relocation and new joiner user briefing
• Minimum 5+ years with hands-on experience in a helpdesk or desktop support position
• IT Project coordination experience will be required
• Investment banking experience will be advantageous but not mandatory
• A+ Network Certification
• 2-4 years’ experience working in systems administration
• Willingness to learn and adapt to new situations and technology protocols over your tenure at the firm
• Ability to deconstruct a problem into use case and implement solutions creatively and pragmatically
• Demonstrated problem-solving skills
• Experience with configuring, installation, setup and troubleshooting machines
• Experience with Microsoft solutions
• Familiarity with mobile device technology, for all platforms
• Understanding of Cisco networking technologies including Cisco routers, switches, phones, and WebEx
• CCNA/CCNP/CCIE certification
• Some basic programming skills
• 3 years of experience configuring, installing, troubleshooting and repairing printers, PC and laptops
• Strong finance application experience
• Ability to provide technical support to computer users both on the telephone and face-to-face
• Strong technical knowledge of Windows 7, Microsoft Office 2007/2013 products, and Market Data Applications
• Excellent customer services skills
• Proficiency in troubleshooting desktop computer issues, both hardware and software
• Ability to handle multiple tasks and prioritize appropriately
• Computer certifications (A+, Network+, MCDST, etc.)
• Experience with: Active Directory, Windows, PC, Desktop Support, and Help Desk
• VPN and VOiP knowledge
• Desktop imaging and support, desktop administration, open source software methodologies, infrastructure operations, service management principles, Windows Server administration, software installations, applying OS patches, management of file systems, performance monitoring; and,
• Industry and IT services pertaining to a professional services business environment, leveraging creative problem-solving abilities to troubleshoot problems and/or issues, while simultaneously developing and offering effective support for business issues related to IT hosting services and integration with business functions
• Troubleshooting hardware and software on laptops and desktops, as well as server support; and,
• Working with- Windows and Mac Operating Systems, Windows Domain Architecture, VMware ESX, TCP/IP, DNS, DHCP, SAS, SATA, SSD, USB, and PC Architecture
• Support of all Computer and network equipment: pc, mac, printers, servers, switches, phones
• Install Windows 7 OS, drivers, printers, Microsoft Office
• Provide remote support to our stores with Point of Sale computers, printers, routers
• Troubleshoot and upgrade computer and printers
• Transfer user profile from one computer to another, including outlook, bookmarks, documents and so on
• Must be professional at all times, be on-time, organized and detail oriented
• Moving and connecting computer equipment, able to lift heavy computers and printers
• Cable management, making cat5 and cat3 cables, cable troubleshooting
• Additional tasks as requested by management
• Willing to work overtime and on the weekend
• Any computer certification or previous IT support experience is required
• Knowledge of TCP/IP networking, able to setup routers, and open ports
• Ability to work independently on assigned tasks as well as to accept direction on given assignments
• Excellent computer skills including all MS Office applications (Word, Excel, Outlook)
• Able to troubleshoot software and hardware issues
• Knowledge of mac OS and iOS

Junior Desktop Support Resume Examples & Samples

• Define, design, and implement network communications and solutions within a fast-paced, leading edge database/applications company
• Monitor the fundamental server/network capacity. Determine the characteristics of a problem and either resolve the problem immediately and/or record, escalate, and track the problem through to closure and to the customer*s satisfaction
• Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. BS in Computer Science or related field
• Enterprise Chat Clients (Lync, Communicator, Skype for Business)
• End-User/Client facing configuration of Office 365
• End-User/Client facing navigation of BOX
• An absolutely insatiable desire to monitor, update, and manage a ticket queue with the goal of providing timely updates to clients
• Network Printer installation / troubleshooting
• 3-5 Years of Experience and…
• Strong logical thinking, and troubleshooting skills
• Technical expertise with Mac and Windows OS
• Outstanding customer service skills
• Ability to think beyond a task and see big picture goals in projects
• Emphasize on task quality (be thorough, detail-oriented, responsible)
• Work efficiently and effectively without sacrificing quality
• Be a team player with strong communication skills
• Always looking for ways to continue to learn in the environment
• Provide end-user desktop support to employees in Manhattan and various remote locations
• Manage Google Apps email system
• Help maintain a registry of all technological assets
• Undergraduate degree
• At least 1 year working in a Desktop Support environment or proven ability to resolve computer issues
• Working knowledge of Windows 7 & 8, iOS & Android, Microsoft Office, and Adobe Creative Suite products

Specialist, Desktop Support Resume Examples & Samples

• Post-secondary degree in a related field or equivalent experience
• 1-2 years of post-university work experience
• Knowledge of AS400 – PC interface tools i.e. Client Access
• Windows Active Directory experience
• Knowledge of Office 365
• Knowledge of Windows 7, 8 and 10
• Confident and effective communication (written & verbal) and interpersonal skills
• Is adaptable and comfortable with ambiguity and change
• Highly service-oriented with exceptional organizational and follow up skills
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Provide technical support to individual employees and business groups who are in-office, at home, and at other remote locations
• Ability to react to change proactively and handle other essential tasks as assigned
• Receive, configure and install end user computing devices using established corporate procedures
• Rely on personal experience and independent judgment to evaluate, prioritize, plan, and accomplish tasks set forth by this position
• Displays a high level or effort and commitment to performing work; performs effectively within the organization structure, demonstrates trustworthiness and responsible behavior
• This position will involve direct communication with both internal and external customers
• Familiar with Travel Industry (1 year minimum)
• Good Verbal and Written Communications Skills
• Problem solving and analytical ability is essential

Senior Manager, Desktop Support Resume Examples & Samples

• Oversees the development and progress of all desktop technicians within each tier of Desktop Support ensuring appropriate client communication, incident documentation, proper escalation processes, incident prioritization and SLA attainment
• Responsible for filtering and resolving escalated issues within the Desktop Support; act as main point of contact for personnel to resolve issues beyond their skill set, knowledge, etc
• Implement and manage a data driven approach to support, using metrics to measure and optimize support activities. Design, develop and implement user training offerings based on support data
• Communicate day-to-day activities and challenges to Management
• Engage internal teams and 3rd party vendors to resolve computer and/or application performance issues
• Provide Subject Matter Expertise and Training to Internal/External Departments including the Service Desk and other support focused teams
• Stay current with industry changes in hardware, software, and security
• Mentor/develop/motivate staff with ongoing evaluation of direct staff for required skills and experience
• O Excellent Oral and written communication skills
• Providing Level 2 support for NPD’s end users and clients with regard to computer, peripheral, and user related questions
• Providing support for NPD’s end users and clients on proprietary software including PowerView, DecisionKey, etc
• Imaging and setting-up machines for new employees, upgrades, etc
• Assisting with Moves/Adds/Changes as needed
• Providing user training and assistance as needed
• Providing onsite support to remote office locations as needed
• Completing ad-hoc projects as assigned
• Evaluating hardware and software in order to recommend solutions that satisfy business requirements
• Developing and maintaining vendor relationships
• Creating ad hoc queries and reports using Crystal Reports and Excel
• Performing task automation and configuration management to increase department efficiency
• Developing and maintaining installation and configuration procedures
• 5-7 years IT experience in a business environment
• BA/BS in related field or equivalent work experience
• Proficient in Windows (all versions), Remedy (or equivalent), MS Office, Active Directory, and Internet browsers
• Proficient in supporting Mac OS
• Proficient in supporting Apple iPhone or Android mobile devices
• Familiarity with servers and VM environments
• Familiarity with routers, switches, and phone systems
• Experience with PowerShell scripting (or equivalent) and SQL query writing (or equivalent)
• Ability to interface effectively via phone, email, or chat with both technical and non-technical users
• Candidates must be willing to travel
• Provide basic support for Windows PCs/laptops, printers, telephones and other IT infrastructure
• Maintain front line desktop support for our Eugene, OR office
• 2 years of desktop support experience
• Must be able to lift up to 50lbs
• Degree or certification in technology discipline
• Proven record of technical troubleshooting skills with a focus around Microsoft technologies
• Prior experience working well in a team environment, including a virtual team
• Basic understanding of DHCP, DNS, VPN
• Demonstrate excellent communications, skills both oral and written
• Experience performing Desktop/IT Support activities in a Windows environment
• Experience supporting MS Office Products such as
• Assist in the training of help desk personnel and other technicians
• Respond to incidents and requests within a ticketing system, providing resolution within a complex, fast-paced
• Business environment
• Install, configure, and troubleshoot supported operating systems, Microsoft Office, Adobe Creative Suite, and
• Internet browsers
• Provide customer training on systems and technology to users and, as needed, prepare and distribute instructional
• Documentation to users
• Interact with business end-users, Service Desk, engineering, IT Information Security, technology stack management,
• Vendors and technology providers
• Work independently on day-to- day operations

Desktop Support, Prf Resume Examples & Samples

• Monitors Incident Ticket Queues
• Troubleshoots Hardware and Software Issues both remotely and on site with Customers
• Completes Incident Tickets appropriately
• Ability to work flexible hours 24/7
• Monitors Service Ticket Queues and routes priority Service Tickets accordingly
• Completes Service Tickets appropriately
• Reviews completed Service Tickets for completeness and accuracy
• Follows Desktop Technology Best Practices and Procedures
• Performs PC and Mobile Hardware and Software Installations in support of Executives
• Performs PC Tech Refresh Processes
• Conducts On-Boarding or Migration Orientation Sessions for Executives
• Supports Data Retention Practices
• Provides input to Best Practices
• Tests new operational hardware and software
• College Degree or equivalent experience; work towards advanced studies/degree preferred
• Typically has 2 - 4 years related experience
• Operates as a Self-Starter
• Performs with basic supervision
• Shows ability to work in a Team environment
• Demonstrates ability to follow operational procedures
• Plans and executes tasks as scheduled
• Possesses excellent Verbal and Written Communication skills
• Demonstrates Exceptional Customer Service for High Profile Staff
• Demonstrates mature decision making
• Demonstrates Working knowledge of PC Hardware and Software Installation Options and Configuration Settings
• Displays Working Knowledge of Incident Management and Service Ticketing Systems
• Displays working knowledge with Software Discovery and Automated Software Installation Tools
• Shows Familiarity with Mobile Device Hardware and Software Installation Setup and Configuration
• Shows Familiarity Data Base Management Tools
• Working knowledge of the following is required: Windows 7 and 10 OS, Office 2010 and 2016, SharePoint 2010 and 2013, Active Directory, SCCM, SharePoint, BitLocker; Service Now, Cisco Jabber and Cisco phone hardware, knowledge of VDI and MDMs, iPhones/iPads, Androids and BlackBerry

Desktop Support Intern Resume Examples & Samples

• Diagnose and resolve computer problems and requests from users in a timely manner. Accurately record such requests into the help system
• Install, configure, and troubleshoot hardware, including desktops, laptops, peripherals, network equipment
• Install, configure, and troubleshoot software packages, including operating systems, desktop software and custom applications
• Provide first level support for networking and application issues; escalate complex problems to the appropriate groups or staff
• Candidates must be pursuing a bachelor's level degree in a technical discipline
• Successful completion of at least one year towards a University Degree in Computer Science, Computer Engineering, or Information System Technology
• Familiarity of Desktop and Laptop hardware components
• Strong technical, analytical, and problem-solving skills
• Ability to maintain calm demeanor under customer deadline pressures
• Strong initiative, self-motivation, and ability to complete tasks on time
• Ability to work well in a fast-paced, team environment
• Knowledge of network protocols and topology a plus
• Unix/Linux/Mac knowledge a plus

Hospital Desktop Support Techncian Resume Examples & Samples

• Provide technical support and training for personal computer and PC network users
• Assist users in solving problems using available hardware and software tools
• Supports, installs, and maintains personal computers, local area networks, server hardware, operating systems, software, and related IT sanctioned peripherals
• Provides positive customer experience with each customer interaction
• Technical support to internal and external customers - 50% of the time
• Provides first tier technical support to internal and external customers; installs, configures, troubleshoots, monitors, and maintains customers' desktop software and hardware; supports mobile workforce
• Consults with customers on all aspects of end-user computing and desktop based systems software; resolves more complex, less defined issues
• Provides technical support and guidance through Tier II support, training, and publication of documentation; seeks hardware repair through outside vendors
• Conducts site surveys and implements moves; adds/changes modifications to existing equipment through work-request system
• Evaluates, maintains, modifies (e.g., creates macros, templates), and documents desktop application packages; participates in the testing and evaluation of new desktop packages, implements prototypes, and consults with customers on selection of software applications
• Creates and implements software distribution methods and standards
• Installs LAN software upgrades including planning and scheduling, testing, and coordination, and maintains integrity of the LAN software and hardware
• Performs LAN security procedures including implementing log-in requests; evaluates new products and technologies to determine impact on existing system configurations Other Related Duties
• Complies with established policies and standards to ensure that access to company information and systems resources, in any medium or format, is limited to authorized personnel Job Requirements
• 3-5 years prior experience in a call center environment, preferred
• Experience in IT management with emphasis on infrastructure technology
• Demonstrate excellent written and verbal communication skills
• Ability to communicate technical issues to non-technical people
• Ability to negotiate and solve conflict top systems software and hardware
• Duties include imaging and re-imaging of PC and Mac laptops, assisting users with computer upgrades, and inventory management
• Engage in roles such as setting up infrastructure, resolving user requests, and assisting with HelpDesk tickets and projects
• Implement automation to increase team efficiency
• Experience between 2- 5 Yrs
• Must be able to carry 5-20 lbs
• Will provide Incident and Service Request support for Authorized Users
• Adhere to standard Request Fulfillment management process
• Accept Service Requests and Incidents from the First or Second Level Support via ServiceNow
• Fulfill assigned Service Request and Incidents from ServiceNow for local desktops, laptops, and printers/plotters in scope
• Troubleshoot, install, configure, and support monitors in single and multiple set ups
• Troubleshoot, install, configure, and support desk-side KVM’s
• Troubleshoot, and support desk side network issues and connectivity
• Escalate Service Request and Incident resolution as necessary, involving other 3rd Party Level 3 support when required and track the Service Request or Incident through resolution
• Communicate Service Request and Incident resolutions through defined communication channels
• Perform office moves – computers, printers, monitors and reconnect at new location; including validating all hardware and network connections are in working order (including Linux hardware and connectivity to Linux network drops)
• Install standard peripheral devices; escalate requests for non-standard peripherals to appropriate IM Tower lead for consideration
• Knowledge of installing peripherals
• Infrastructure Operations
• Fulfillment management process
• License Management
• Hardware Troubleshooting
• Operating Systems Troubleshooting
• PC (HW/SW) Troubleshooting
• Performs diagnostics and resolves product performance problems
• Ensures customer satisfaction by preventative maintenance and configurations which may impact product performance
• Needs a thorough understanding of Windows 7 and PC hardware
• Responsibilities include troubleshooting and configuring PCs that are required to fulfill incidents, IMAC, and Refresh projects
• Should be well organized and have good communication skills as he/she will be interfacing directly with the customer in certain cases
• Installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems
• Installs and optimizes HW/SW/Networking product and configurations at customer sites
• Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance
• Proficient in troubleshooting Windows XP, standard MS applications, and HP hardware
• Strong hardware and software installation and support experience
• Ability to install, test and troubleshoot computers and peripherals
• Perform configurations and Break/Fix in a PC configuration and setup environment
• Process daily tickets to meet or exceed SLA’s
• Work will include troubleshooting, hot swaps and asset tracking tasks
• Some level of Apple Macintosh experience is REQUIRED
• Provide upgrade and support operations for branch and corporate applications
• Provide on premise support for projects and other support teams where needed
• Support and maintenance of inventory and asset management processes and procedures
• Ability to multi-task and mange time efficiently
• 3+ years of total IT experience
• Experience Supporting MAC OSX/Windows OS Operating Systems
• Experience troubleshooting hardware/software
• Experience with Active Directory, Software, and Hardware
• Technical Troubleshooting,Advanced
• Laptop PC, Install/Support,Advanced
• Desktop PC. Install/Support,Advanced
• Excellent Customer Service Experience Required
• CompTIA A+ is preferred
• 3 years IT experience required
• Hands on position - will be meeting face to face with end users
• The job qualifications would normally be met through attainment of an undergraduate degree or vocational certificate, or 4 - 6 years of experience in information systems, preferably in a technology environment
• Duties require staff to exercise a high degree of discretion and independent judgment
• 4 - 6 years desktop/desk-side support with exceptional customer service
• Knowledge of Operating Systems, Microsoft Office Suite and Software Applications
• Extensive experience troubleshooting software applications
• Knowledge base is available for client’s proprietary software applications
• Experience with Active Directory administration
• Identify, diagnose and document hardware failure or software problems on a variety of computer or computer-related equipment
• Provide timely, complete and accurate information directly to customers via face-to-face, telephone or email for estimate approval and customer unit repair
• Complete assigned work orders (diagnostics, upgrades or builds) within established timeframes
• Understand and utilize technical manuals and support resources
• Achieve average work order sales and productivity standards
• Complete all service system transactions accurately
• Keep up-to-date on retail products, current technologies and service certifications required by ASP partners
• Perform other duties and tasks as assigned
• Analyze and resolve hardware/software problems onsite or remote operational mode
• Design, installation, configuration and maintenance of a comprehensive IT infrastructure with a focus on Microsoft Windows
• Removal and installation of hardware components and peripherals
• Installation of additional software and manually and via deployment console
• User requests for technical advice and support
• Installation and customization of client equipment
• Provide concierge support to VIP/Executive personnel as needed
• Classification of technical queries and forwarded to relevant departments
• Documentation of customer inquiries
• Use client security tools (antivirus, encryption)
• Use remote support tools, and ticketing tools
• Customizing user profiles
• Hardware installation and hardware expansion
• Instruction and advice to the user
• Backup and restore of user data
• Commissioning and network switching operations
• Coordination with IT coordinators and users
• Customer focus
• Takes ownership
• Ability to plan, organize, and prioritize
• Ability to effectively work on multiple activities concurrently
• Understanding of Microsoft environment/network including Active Directory, servers, operating systems and Business software
• Enterprise Anti-Virus
• Citrix knowledge
• 3-5 years of professional work experience in related field
• Associates Degree in Information Systems-Required/BS Information Systems-Preferred
• ITIL Foundations V3-Preferred
• A+/Network+ or equivalent-Required/MCSA or equivalent-Preferred
• Experience with Deployment Console
• Experience with ticket tool and diagnostic Tools
• Experience in dealing with remote technical support ticket tool
• Basic knowledge of programming (scripting, VB)
• Basic knowledge of Oracle / SQL / Access
• Provide timely and quality technology services to end users. Services include desktop systems, network connectivity, messaging, telephone, audio visual, and web-based regulatory applications
• Perform equipment room morning check, start-of-day and end-of-day processes
• Respond to requests for technical assistance in person, via phone, or electronically
• Escalate system incidents and collaborate with relevant teams to conclude immediate actions to minimize the impact according to incident management procedure
• Provide regular updates to users if issues require more time to resolve
• Log all user issues and requests in the bank’s standard system, and update or close issues/requests timely
• Deploy global new desktop systems to end user equipment
• IT equipment inventor
• Graduate degree or above
• Thorough knowledge of Windows operating systems (Windows 7 and above)
• Basic understanding of PC hardware set-up and configuration
• Basic knowledge of Unix, database and network systems will be a plus
• High energy and enthusiasm / compulsion to do whatever it takes to reach a successful outcome
• Passionate about teaming for results / ability to work independently
• Fast learner / Self starter
• High tolerance for ambiguity
• 4+ years of relevant work experience in banking industry
• Resolve client technical issues
• Recent college graduate with no or minimal experience
• Experience using or supporting the following applications and technologies
• Perform hardware and software support on end-user laptops and desktops. This includes replacing hardware components such as system boards, hard drives, keyboards, displays, backing up end-user data, imaging the machines with Windows 7, restoring end-user data
• The contractor will also be responsible for assisting clients in the configuration of mobile and tablet devices such as iOS (iPad/iPhone), Android, and Blackberry
• Provide in person, phone, or electronic technical support as appropriate for software (internally developed applications, productivity applications, computer operating systems, and internet applications) and hardware (printers, desktops, laptops, drivers, monitors, and MHDs)
• Determine effective resolution of issues by troubleshooting and analyzing computer system errors of moderate to difficult scope where analysis of situations or data require an in-depth evaluation
• Isolate and determine root cause of technical problems escalated from the Service Desk based on client input, Service Desk analysis, and remote management technology
• Interact with internal and/or external escalation resources to resolve complex technical issues
• Answer questions surrounding the installation, usage, and training on hardware and software products
• Record pertinent information about all incidents and resolutions to ensure client satisfaction
• Support end user moves.Search Jobs US
• Document all support requests along with the time required to complete tasks and steps taken to fully resolve issues
• Provide general technical support
• Support server infrastructure configuration and troubleshooting, as needed
• Support network equipment configuration and troubleshooting, as needed
• Assist the Director of Technology with special projects, as requested
• Maintain an accurate record of desktop and laptop fixed assets
• Regularly update hardware inventory lists so that the document is ready for KIPP Houston financial audits
• High school diploma; plus a minimum 2 years of experience in a IT Help Desk environment
• Basic understanding of networks in a Windows-based environment
• On-going professional development is required to stay up-do-date with current technology and changes/upgrades to software
• Provisioning (E.g.: Request for Laptop, desktop etc)
• Software installation and troubleshooting
• PC Imaging & OS Configuration
• Desktop and Laptop troubleshooting
• Macintosh Imaging, OS Configuration and troubleshooting
• Provide Hardware troubleshooting and maintenance
• Password resets – AD and applications
• Project Support (based on requirement from Client)
• VPN setup, support and troubleshooting
• MS office queries, support and troubleshooting
• Turn-key RMA facilitation
• Turn-key mobile phone and MiFi deployment
• New hires and terminations
• Moves (New workstation setup (IT related), or move the Workstation based on user request
• Documention skill required
• 4+ years of related IT work experience
• 2+ years of experience with Windows 7 (Windows 10 a plus)
• 2+ years of experience with Apple Mac OSX
• Positive, customer-focused attitude
• Excellent, out-of-the-box problem-solving skills
• Perform technical, administrative, and support work in the installation and operation of new and existing PC systems
• Troubleshoot, assist and work with other IT team members to resolve user support issues
• Follow and promote defined ticket management procedures including the use of standard ticket management tools
• Work as part of a team to deploy defined technology solutions to physical location and business users
• Four year Bachelor’s or 2 year Associates degree in IT related field or degree with equivalent years of experience in IT career
• Minimum 3 years job experience in IT
• Broad technical IT knowledge and awareness of industry trends
• Microsoft Office Suites (2007,2010,2013)
• PC Hardware troubleshooting (Dell)
• Printer Desktop/Multifunction (Xerox)
• Google Apps nice to have 2 years
• VPN / Remote Connectivity; Nice to have 1 year
• Mobile Device Support (Andriod, iOS, Blackberry devices); Highly Desired 1 year
• Relevant desk side experience
• MAC (OSX) support is desired
• This position will be responsible for creating deployment packages for a wide range of applications used. The candidate will troubleshoot issues, make recommendations for solutions and ensure all testing and validations is completed. The candidate should be able to troubleshoot SCCM client health and package-related issues and should be able to remedy them
• Creation of application deployment packages following approved process, including any readiness checklists and other processes
• Responsible for completing daily, monthly and on-demand data maintenance assignments as required
• Build and deploy new systems to defined standards
• Coordinate deployment of systems to receiving employees
• Coordination with Administrative staff for New Hire start equipment readiness
• Coordination with employees on system order status
• Organization of The PC Store including - PC receiving area, Geek Street
• Routine report generation as to stock status and workflow
• Light duty Tier 2 support
• Assist in Coverage of the T2 User Services area
• Terminal Server Knowledge: This is important because this individual will be working with the remote users to resolve their issues
• Remote Management: This will include knowledge of Active Directory and working through remote user issues
• Basic Printer Knowledge: They will need to trouble shoot the printers but most importantly they need to know how to connect them with networks and make sure users can be set up on them
• Break Fix/PC and Laptop set up
• Experience with DVR systems would be a plus. (They have a contract with ADT, but the C level executives would like this team to take on more of that responsibility)
• 1-3 years of Enterprise Desktop Support experience with Mac/Windows (heavier on the Mac side)
• Active Directory (account creation/termination and password resets)
• ACMT and Lenovo certifications (need to be current, and have experience with break/fix on hardware)
• Initiate timely first contact to customers' issues and requests. Capture relevant data to assist with resolution. Convey resolution to customer issues
• Track, route, and redirect problems to correct resources. Ensure proper recording of troubleshooting steps, documentation, and closure
• Utilize excellent customer services skills and exceed customers' expectations
• Setup New Hires with appropriate system access and hardware. Timely removal of system access for terminated users
• Make recommendations for policy and process improvement that will enable team to work more quickly and efficiently
• Assist Systems team with gathering end user data and testing problem resolution
• Continue to enhance and grow technical knowledge and skills regarding to PC \ Mac support, servers, networks, etc
• Microsoft Windows 7/10
• Microsoft Windows Small Business Server
• Coordinate the installation of new hardware/software and perform maintenance as required
• Instruct users in the use of computer equipment and of computer applications
• Enter, update and close all support activity into the ticketing system
• Provide basic telephony handset support and extension administration
• Must be able to maintain relationships with all levels of management
• Provide training & guidance to team members
• Leading interaction and collaboration with multiple teams/customers, including key design decisions for the technology, configuration and structure of the system
• Provide technical expertise in terms of software usage, functionality, performance, UX, resilience, reuse, comprehensibility and technological tradeoffs
• Experience in a corporate support position in a technical environment with the ability to diagnose and troubleshoot system problems
• Knowledge of networking and the basics of LAN administration
• An understanding of local and wide area networking protocols
• Knowledge of, and ability to use, a corporate HelpDesk ticketing system
• Excellent oral and written skills to interface with all user/technical communities within firm
• Understanding of financial business environments will increase the incumbent’s potential for success
• 1) Windows Desktop support - Win7, OS, MS Office
• 2) End user interaction and deployments
• 3) Google Application Experience
• 3 years experience with Windows Desktop support - XP, Win7 (Win10 preferred)
• 3 years experience with troubleshooting hardware and software issues
• 2 years of customer/end-user service background
• 1 year - Mac OSX experience preferred
• 1 yrs Desktop/Helpdesk support experience,
• 1 yrs experience on hardware issues including PC’s, laptops, printers, and blackberries,
• 1 yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
• 1yrs VPN experience
• 0 -2 year experience supporting Windows XP and Windows7 desktop/laptop PCs
• Experience troubleshooting hardware issues and replacing hardware on both desktop and laptop PCs
• Experience installing software, patches, updates on desktops and/or laptops,
• Experience troubleshooting basic network, software, printing problems
• High competence in usage of MS Outlook and MS Office applications
• Knowledge in various software applications such as: SharePoint, MS Access
• Strong knowledge of MS Windows 7 Operating Systems, MS Office Applications ( 2007, 2010, 2013)
• The Tier 1 begins the user’s positive experience to resolve their issues, and it is critical that this candidate have good customer service skills in managing the customer’s initial experience during their help desk interaction. If the issues cannot be resolved in 15 minutes, they are to pass the problem to more senior staff members on the team in the form of a very well defined ticket that details all problem information sufficient to be worked by the Tier 2 team. Additional functions will include limited junior systems admin support related to account creations and mailbox setup for new users
• Provide user support and customer service on classified computer applications and platforms. Troubleshoot problems and advise on the appropriate action
• Provide Tier 1 help desk support for classified and unclassified network environments
• Documents issues and works to resolve problems or escalates to the appropriate individual or team
• Based on established processes, grants access to classified applications
• Familiarity with Public Key Infrastructures (PKIs). Can help users in using certificates for the first time, installing certificates in their browsers, etc
• Prepare metrics indicating the quantity of calls/emails responded to as well as the types of issues in order to view trends
• Bachelor’s degree with 2 years of experience or equivalent in the IT technical field is preferred. 10 years of related IT support experience can be accepted in lieu of a degree
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Experience supporting a classified network or system in a classified help desk environment
• Intimate knowledge of Microsoft Office products
• Extensive experience with Microsoft Windows 7 and Active Directory tools
• MS Exchange and Office 2007 and 2010 experience
• Experience working with Microsoft Active Directory User Accounts and performing password resets
• Experience working with remote customers resolving their technical issues
• Experience user AD account password resets
• Experience working with Entrust accounts
• The candidate also will provide support for RSA token reset and assignments
• IPhone Support setting up accounts and remote management
• Experience working with IC PKI’s (Setup and support)
• Identify common issues and advise managers of possible trends or commonalities between problems reported
• Update and maintain Tier 1 documentation
• Excellent problem analysis and solving skills
• Adaptable and able to work in a high stress / active environment
• Good to attention to detail and follow through
• Familiarity with the Intelligence Community
• Mobile communications background
• Experience with use of classified Ipads or Tablets
• Experience supporting VTCs
• 2) Experience w/ Identity management and provisioning experience (Active Directory, creations, deletions, understanding the overall functioning of AD in-depth), Office 365 experience
• 3) Mac experience (basic troubleshooting experience hardware and software)
• SCCM an asset**
• Minimum of 5 years experience providing direct end-user support for a fortune 500 company
• Experience in a Ms Windows XP/7 and strong Macintosh environment experience troubleshooting and break/fix. Utilize analytic ability to solve technical problems
• Excellent customer service communication skills in a high pressure, high ticket volume environment
• Desired: Min 18 months strong customer service attitude and demeanor, highly desired Ability to work within established standards and guidelines MCP certification for Windows 7/10 or demonstrated technical competency equivalent; MCSE desired Bachelor’s Degree in Information Systems/Computer Science related field preferred
• Project management skills and experience Min 18 month’s strong customer service experience
• Able to maintain operations in the absence of client services manager, client services liaison for designated sites
• Ability to analyse requests to route/engage appropriate areas of expertise Ability to take ownership of production incidents from a technical support expertise, collaborate with others on remediation
• Ability to work flexible hours and tight deadlines, within a 24/7 environment Strong organizational and interpersonal skills such as: persistent, client-oriented, results-oriented and accountable Strong oral and written communication skills Good team player Professional attitude.Search Jobs US
• Advanced knowledge and troubleshooting of Windows Desktop Operating Systems (7, MAC, Moving to Windows 10)
• Demonstrated proficiency with both software and hardware troubleshooting (MS Office Suite and HP hardware preferred)
• Excellent customer service and communication skills - contractor will be responsible for supporting executives and traders
• Comfortable working with VPNs
• Experience with hardware troubleshooting, setting up computers and associated peripherals
• Experience with installs, adds, moves, & changes
• Superior client service and interpersonal skills
• Experience working within a data center performing server repairs
• Consistent punctuality and dependability
• Ability to manage multiple tasks and prioritize workload to meet deadlines
• Adept at learning new technologies
• PC proficient with intermediate knowledge of Microsoft Word and Excel
• English, Experienced
• Software Problem Solving & Debug, Advanced
• Effective Communications, Experienced
• Technical Troubleshooting, Advanced
• CompTIA A+, Experienced
• Microsoft Business Productivity Online Suite MS Office 365, Advanced - Must have
• Pc refreshes and builds
• Technical knowledge and understanding of PC hardware Experience with MS Operating Systems (Windows NT 4.0 & Windows XP)
• Experience with MS Office Suite
• Must be willing to work at USAA office locations in San Antonio and Regional Offices as requires
• Must be willing work flexible hours to include day, night, and weekend
• XP operating system knowledge that includes the ability to
• Mapping network drives
• Remove existing PC and move to centralized collection point
• Start user data and profile restoration process
• Test desktop and complete the Support Checklist
• Scan desktop bar codes
• Complete installation information sheet
• Provide floor support
• Floor Support Tasks
• Verify PC has been installed - including hardware, software, users data, and profiles
• Recognize and repair hardware malfunctions
• Capture metrics related to quality of work performed and provide a written report
• Hardware Problem Solving & Debug,Experienced
• PC/Workstation Hardware,Experienced
• PC/Workstation Software,Experienced
• Apple Tablet Support,Experienced
• Laptop Break/Fix experience
• If selected candidate must be able to pass drug and background screening
• If selected candidate must be able to complete required product training
• Experience supporting end users via phone and face to face
• Experience supporting and troubleshooting issues related to Windows 7, MS Office 2010-2016, Outlook e-mail and Active Directory
• 3 years minimum experience supporting end users in a corporate environment
• Respond to end-user requests and concerns in a timely, courteous manner
• Install and troubleshoot Microsoft Office 2010-2016 software (Outlook, Word, etc.)
• Support Active Directory accounts/computers and internet functions
• Manage Cisco VOIP Phones
• Provide technical support for Windows 7, 8, 8.1, & 10
• Technical support for laptop hardware (Dell)
• Networking support (TCP/IP troubleshooting)
• Demonstrate technical competency and achieve the highest level of customer satisfaction
• Responsible for accurate setup and efficient operation of intermediate event technology equipment
• Provide in room support for Executive video and Telepresence rooms
• Deskside support experience supporting Windows XP/7 OS and Microsoft Office
• Experience supporting local area networks
• Experience managing users within Active Directory
• Responsible for end user computer setup and support *
• Responsible for desktop OS and application installation, configuration and support*
• Responsible for network cabling*
• Responsible for account administration on various systems to include Active Directory and Exchange*
• High school diploma plus a minimum of two years of vocational computer training
• Minimum of 5 years of related computer systems experience
• Working knowledge of desktop OS and applications primarily Windows 10 and Microsoft Office Suite
• Able to work in a fast paced, dynamic, multi-tasking environment
• One or more of the following certifications desired or considered a plus: Security+, Network+, A+, IT Fundamentals
• Image and encrypt desktops, laptops, and other mobile devices on a daily basis to meet SLAs
• Install required software, troubleshoot workstations, laptops, and other hardware
• Perform repairs to all desktops and laptops
• Process iBSM tickets for replacement equipment and daily intake of returned equipment, documenting system problems and resolution
• Assist in preparing equipment for new field employees and maintaining inventory of desktops and laptops
• Assist Asset Management in inventory tracking of equipment, supported by Technical Logistics
• Assists with image builds for use on Windows and mobile devices
• Guides and directs Desktop Support Associates on daily priorities and trains team on new and enhanced procedures and protocols
• Performs desktop and laptop system deployments including hardware and software configuration in support of the business needs
• Works proactively with Human Resources, the Business Units and Privacy and Security to On-board new employees, create accounts, and order hardware and computer peripherals
• Serves as a representative of the department on corporate initiatives such as opening of new facilities, equipment swap outs and system roll-outs
• Supports equipment and office moves and equipment configuration changes as required
• Occasionally travels to other sites to conduct system analysis and to troubleshoot desktop operating systems and other hardware issues
• Performs system setup and deployments, as well as software installation, configuration and troubleshooting on Windows; and
• Performs complex equipment repairs and works directly with vendors regarding warranties and parts
• Associates Degree in IT/Business and/or at least 3 years of equivalent experience in an IT environment
• At least two years hands-on support experience with desktop support technologies including: Windows 7, Microsoft software applications and Microsoft System Center Configuration Manager 2012
• One to two years of industry and system experience and working knowledge of Windows operating systems
• Knowledge of Active Directory, PowerShell, SystemCenter, and Batch scripting
• Knowledge of the general aspects of networking (TCP/IP, DHCP, and IP Addressing)
• Professional appearance, punctuality and a sense of urgency is absolutely required
• Detail oriented, a team player and has the ability work on multiple projects, prioritize and meet deadlines
• Ability to lift and store 30-50 pound packages; and
• Ability to multi-task, exude nimbleness and highly functional within a team environment
• 2-3 Years of Desktop Support
• 2-3 Years of Printer or peripheral support
• 2-3 Years of hands on support in a Wndows Environment
• Experience using a ticketing system (they use CASE which is a Dell product)
• Strong customer service is necessary as this person will work alongside of one other person in IT to support all 150+ Desktops/Laptops in the environment**
• Provide service and customer support during dispatches
• Provision workstations using SCCM MDT Process
• Ability to support / use various software including
• Providing end user support (break/fix) for the home office
• Provide end user training when necessary
• Document processes
• Will work with multiple agencies to complete a computer refresh project
• Working on desktops, laptops, tablets and printers including building or setting up new machines, initial installation of operating systems, and standard/non-standard application software, applying periodic updates and security patches, replacing and disposing of obsolete equipment, updating inventory records and responding to user-reported incidents involving computer equipment
• The group will deploy approximately 3500 new devices as a result of Fiscal Year 2016 computer refresh project Meet or exceed service level agreements for approximately 1000 Remedy tickets that are submitted weekly for workstation support
• Complete the consolidation of workstation support for 5 remaining agencies
• Represents bridge between technology and business needs
• Resolves problems with new and existing equipment
• May train end users on software
• Administers end user requests and projects
• Develops solutions to routine technical problems of limited scope. Work is closely supervised
• Follows specific, detailed instructions
• Contacts are primarily with immediate supervisor, project leaders, and other professionals in the section or group
• Answer Service Desk phones
• Create and route Remedy Tickets
• Tier 1 Customer Support and troubleshooting
• Experience with public sector Customer Care, BMC Remedy ITSM software, and Cisco Unified Contact Center IPT system
• The successful candidates will be provided training on the tasks, tools, and procedures required
• Direct customer technical support
• Customer support related projects
• Provide effective first level contact and resolution for customer issues
• Track, route and redirect customer issues to correct resources
• Utilize excellent customer service skills to exceed customers’ requirements
• Ensure proper documentation and closure
• Recommended procedure modifications or improvements
• Troubleshooting the following Microsoft products
• Build and maintain positive relationships with customers and all internal departments to deliver a high level of service
• Physical movement of computer related equipment
• Firm understanding and experience with general TCP/IP connectivity issues in a LAN/WAN/VPN/Internet environment
• Proficiency with both using and maintaining MS Office suites
• Experience using Fog, Symantec Ghost or other related imaging software
• Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels
• Very good interpersonal, writing, presentation skills. Ability to communicate with most levels of management and across functional lines
• Ability to work independently with general supervision
• Provide a customer centric support ensuring a professional service at all times
• Providing support for incidents which cannot be satisfactorily resolved by the Service Desk (second line support)
• Implementing and supporting backup systems to ensure data availability
• Identifying underlying problems that might affect multiple users
• Instigating change to rectify problems
• Updating software and hardware as required using defined release management protocols
• Maintaining currency of systems to agreed levels
• Monitoring system capacity and usage and escalating emerging issues
• Properly logging all faults, incidents and actions and providing basic training/instructions to users
• Establish close working relationships with all departments and develop proactive business partnerships ensuring you take accountability for your area of support
• Demonstrable Windows Server and Windows Mobile OS skills in systems administration and support
• Demonstrable skills in SQL Server database administration and support (e.g. backup/recovery & performance)
• Proven track record in providing effective technical support
• Good communication skills in order to work effectively throughout the organisation and with external contractors and suppliers
• Thorough Knowledge of IT networking systems and protocols, in particular TCP/IP and VPN technologies
• Proactive with positive attitude and approach
• An IT related HNC NVQ qualification or experience that shows skills to that level
• 2 Major Duties and Responsibilities
• Plan and manage all end to end release activities in Release Management Lifecycle
• Determine deliverables, milestones as per expectations of the stakeholder’s environment usage
• Manage & resolve risks & conflicts related to concurrent releases, environments, scope, schedule and quality
• Facilitate the completion of activities associated with Operational Readiness and Service transition
• Measure and monitor progress to ensure application releases are delivered on time and within budget (if applicable)
• Ensures coordination across multiple Service Delivery Teams & Infrastructure Shared Service Teams across multiple locations
• Coordinate tracking of defects during different release phases with Project Manager and work with Project Manager to ensure proper closure
• Conduct Release Readiness Reviews, Post implementation Reviews and ensure successful deployment
• Co-ordinate and facilitate the activities in the Master Deployment Plan with respective stakeholders
• Capture and publish metrics, Key Performance Indicators (KPIs) for a release
• Plan, monitor and support end to end Communications, Escalation, service Readiness Criteria, Hyper care, KT verifications and Handover to MS&O as part of STI (Service Transition and introduction) frame work
• Maintain and be able to report status of all ongoing environment related requests, data loads and configurations, release progress and Issue log (RMO related)
• Participate in or lead release planning meetings and activities
• 3 Skills and Abilities
• Experience and knowledge of ITIL Framework, Release Management principles, methodologies and tools (Remedy, Service Now, HP Service Manager, Plutora etc.)
• Excellent analytical, written and verbal communication, coordination, listening and leadership skills
• Demonstrated ability to work independently and with others
• High level of interpersonal skills to work effectively with different Divisional Teams and ability to influence outcomes
• Excellent Project Management skills
• Experienced in Transition management
• 1 - Microsoft support
• 2 - Hardware/Printer Support
• 3 - Great communication
• Delivering responsive and timely on-site and remote desktop support to local network users
• Providing hardware support for workstations (desktops & laptops), printers & copiers, mobile devices and imaging; including installations and configurations
• Assisting users with software support in a Windows 7 environment including MS Office applications, Adobe and Symantec
• Using Help Desk software to log and track calls and to close off requests upon resolution
• Assisting remote offices with Help Desk tickets as needed
• A high level of initiative and a desire to learn
• Exceptional interpersonal skills with a focus on customer service
• A degree or diploma specializing in computer science, computer science technology or related field computer information technology is considered an asset but not required
• Experience with Installation, maintenance and troubleshooting of local and network printers, scanners, hard drives, RAM, Blackberry, iPhone, iPad, video cards, as well as other desktop items
• Experience using a trouble ticketing system such as ServiceNow, Remedy, Track-IT, Footprints
• Microsoft Windows 7 Enterprise, Microsoft Internet Explorer 8/9, Microsoft Office 2007/2010 Professional or Office 365
• Working knowledge of Microsoft Windows 8 and Apple OS X 10 a plus
• Responsible for resolving remote desktop software and hardware systems support incidents (second level) in a timely and professional manner
• Accountable for own incident and Service Request resolution
• Desktop support experience within a corporate environment
• Solid understanding of Windows 7, Windows 10 and MS-Office suite
• Solid Symantec Antivirus
• Outstanding communication skills with team and clients
• Provide support to users in a professional manner
• IT certification and/or Microsoft qualifications preferable
• Desktop support (3+ years)
• Troubleshooting Windows 7 experience
• Hardware/Software installation experience
• Day to day support tasks in support of end users and the firm
• Client project participation and/or involvement (as required and within scope of Desktop services)
• TEKsystems Global Services project participation and/or involvement (as required)
• Completion of daily, weekly, and monthly reports; to include, but not limited to time submittal, Time Tiger, status reports, monthly stock levels, etc
• Outage communication to leadership; as required
• Environmental trend identification; based on ticket support and developing trends
• KB submittal
• Rotational on call support and oversight during after business hours, weekends, and holidays
• 3-5 years or more of current experience working a technical support department
• A+ IT Technician, Experienced
• Experience working in a corporate environment utilizing Desktop/Helpdesk ticketing systems
• Desktop and laptop hardware diagnostic and repair skills
• Face-to-face support as well as remote support experience
• Needs a thorough understanding of Windows 7 & 8.1 and PC hardware
• Needs a thorough understanding of MS Office 2010 support
• PC imaging and setup proficiency
• Monitor /testing Ticket system
• Break/fix hardware and software issues
• Document tickets
• Routine report maintenance
• Application support externally/internally
• Customer set up
• Configuring printers
• User creations
• Previous healthcare experience
• Hands on desktop support
• Experience using a virtual desktop support client
• Roughly 10 service tickets each day
• May have to occasionally lift and mount a server rack
• All windows environment
• Knowledge of PC hardware components, Can you build a PC, break fix work
• Customer service, ability to work and communicate with Endusers and time management
• **customer service, professionalism*****
• Entry level position performing standard routine and often repetitive work under supervision of other staff
• Majority of time spent responding to and resolving tickets interacting directly with clients to resolve problems via phone, email, chat or in person
• Provides limited support for projects and administrative work. (e.g. writing documentation for tickets, updating and maintaining logs etc); Performs assets management tasks
• 24 x7 Standby responsibilities may be required to respond to urgent support calls
• Demonstrates professional behavior with all customers at all times
• Develops a clear understanding of the customer's needs seeking information through clarifying questions
• Maintains clear communications with customers regarding expectations and time frames
• Follows up with customers after a problem has been resolved to inform them of any action taken
• Sensitive to customer's frustration and responds professionally
• Minimum one (1) year of desktop related experience within the last two (2) years, providing routine end user support in a commercial entity
• Associate's degree in related field
• Microsoft’s MCP and/or A+ preferred
• Knowledge of computer hardware/software repair and formal training in the computer or electronics industry
• PC/Workstation Hardware,Advanced, Microsoft Surface experience required
• PC/Workstation Software,Advanced
• Desk-side Software Support (DSS),Advanced
• Experience with Windows 10 and Office 365 is also required
• Higher Education
• Hardware (Break/Fix, Imaging, deployments, swapping parts)
• Mapping to and troubleshooting network printers
• Experience providing White Glove support to C-Level executives
• Experience with Windows 10
• Experience on install, configure and troubleshoot Desktop / laptop hardware
• Install and configure Standard and business applications, Microsoft Outlook, Web Browsers etc.,
• Experience on Basic Windows Active Directory troubleshooting, Network related troubleshooting
• Should have an experience on Install, configure, update and troubleshoot Printers, scanners, Fax, copier etc.,
• Extend computer support for systems software
• Support and troubleshoot RSA/VPN remote connections
• Experience on Windows Users profile management
• Experience on Windows System reimage
• Experience on Desktop Backup / restore
• Experience Access Management: Grant / remove Windows user / group access based on the user request
• Experience on Ticketing tool
• When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper Tier 3 support team member
• Knowledge on ITIL Processes
• Develop trends by monitoring and analyzing incoming calls, problems and support requests
• Interact with users on desktop problems and their resolution
• Experience on Create Standard Operating Procedures, user guide and process documents
• Adhere to policies as per corporate manuals and directives
• Train end users on usage of computer hardware and software
• Responsible for delivery of assigned module/ components /phases of a project
• Responsible for Knowledge transfer and arriving at SLAs for steady state
• Break/Fix: Level 2 remote and local assistance for any hardware software and Call Center related telephony problems. This includes configurations/upgrade assistance
• Collaboration: Working with Call Center, Network, and Desktop engineering teams to resolve complex issues
• Asset Management: Verify/update central asset inventory database
• Asset Recovery: 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
• Service Request: This process pertains to any of the following event types
• Installation & Integration: Process of installing a device including all hardware and software, as well as any associated integration with existing network and software infrastructure
• Deployments: Any 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. The requirements listed above are representative of the knowledge, skill, and/or abilities required
• Identify, research and resolve all technical issues
• Perform workstation hardware diagnostics and repairs
• Add and modify users in Active Directory and Microsoft Exchange Server
• Troubleshoot third party applications
• Troubleshoot user profile issues
• Troubleshoot printing issues
• Configure, network and share printers
• Print server management
• Manage users in hosted services (ie: Office 365)
• Configure wireless access points and troubleshoot wireless connectivity
• Know how to install routers, switches, and access points at customer location
• Know how to troubleshoot internet issues such as packet loss, DNS issues, and service outages
• Configure Microsoft Remote Desktop/Terminal Services and manage active sessions and users on a server
• Troubleshoot file permissions issues
• Troubleshoot performance issues that affect user experience
• Document, track and monitor problems through our ticketing system to ensure a timely and complete resolution
• 1+ years of experience performing application packaging, patching experience and parent image creation
• 3+ years of experience providing IT support/troubleshooting; preferably in a corporate help desk / desktop support environment
• Solid understanding of network topology and nomenclature
• Experience as an onsite desktop support person
• Experience supporting remote workforce a plus
• ITIL process knowledge a plus
• Working with servers and network equipment
• Developing and packaging SCCM software and Operating systems packages not just deploying with SCCM a plus
• Configuring and troubleshooting VOIP systems
• Troubleshooting office365 and MS Outlook
• Configuring cell phones for ActiveSync email
• Extensive troubleshooting skills
• Needs to be able to come up with solutions and resolve issue through research and previous knowledge
• Provide daily support for PC hardware and software, including: Windows 7, Windows 10, Office 365 and other corporate applications
• Participate in installing, configuring, and maintaining computer operating systems and images
• Install and troubleshoot peripherals for users
• Aid in troubleshooting smartphones and other related ad hoc devices
• Asks appropriate probing questions to gather relevant information to aid in resolution of request. Responsible for gathering all pertinent information for higher level systems personnel
• Documents, tracks and monitors client incidents and requests in ticketing system to ensure timely and accurate resolution
• Sets client expectations when opening and assigning tickets and ensures all request/services are executed on time in accordance with service level agreements with the business
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines
• Acquires and maintains current knowledge of core hardware standards and applications, as well as new technologies/applications being introduced in order to provide technically accurate solutions to clients
• Assists in special projects as needed
• 5+ years experience with PC deployment activity
• Minimum 4 years experience with PC Hardware troubleshooting and repair
• Minimum 3 years experience with direct client interaction
• Minimum 2 years experience in team leadership role
• Ability to follow written and verbal instructions
• Proficiency in MS Office Suite
• Provide assistance to technicians as needed. Manage incoming and outgoing assets
• Prepare systems for deployment, Scan existing asset for applications and settings
• Interview clients to identify special considerations and other settings
• Collaborate with teammates to identify process improvements
• Escalate quickly when issues arise Work Hours: Flexible - schedule to be determined, but evenings and weekends are required
• Experience with Point of Sales Systems (POS) – presently using Oracle
• Deployment experience
• Citrix experience
• Pharmacy information management software experience
• Windows 7 / XP experienceSearch Jobs US
• Maintain local Windows PCs and laptops to include maintenance, imaging and configuration
• Desktop Application Support such as MS Office, email and other user applications
• Maintain printers and other peripheral devices
• Network troubleshooting and diagnostics
• Candidate must hold an active DoD Secret clearance.-
• Provide assistance to technicians as needed
• Manage incoming and outgoing assets
• Prepare systems for deployment
• Use client tools to execute replacement activity
• 50-75% travel during the roll-out
• Provides 1st level support of IT issues and problems
• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
• Maintain record of daily data communication transactions, problems and to provide technical assistance and support
• Conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support
• Develop training materials and procedures, and/or train users in the proper use of hardware and software
• Prepare evaluations of software or hardware, and recommend improvements or upgrades
• Provide first line of desk-side support for IT related services for employees and clinical lab
• Responsible for helpdesk ticket triage and escalations
• Responsible for user account management (Active Directory)
• Support and troubleshoot system issues related to end-user IT equipment
• Assisting in the support and troubleshoot network issues related to desktop/laptops
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Utilize remote control software to remotely troubleshoot and fix user problems
• Install, configure and maintain laptops, desktops, and printers
• Manage phone system (with assistance from outside vendor when needed)
• Support various software packages including Microsoft Office for Windows, anti-virus, backup, email clients, email servers, Blackberry Enterprise Server, ActiveSync, VPN client, Adobe Products, Internet Browsers and various tax and engagement software
• Develop user training manuals, help sheets, frequently asked questions lists and procedures for end users where applicable
• Provide clear & concise information though written and verbal communications
• Occasional travel to branch offices required
• After-hours and weekend on-call support required (rotation)
• On premise, Saturday support required during busy season, January 1st through April 15th (rotation)
• Lifting and transport of computers and peripherals
• Expert knowledge of desktop and server operating systems
• Application support experience with Citrix, Group Policy and Microsoft Office
• Application support experience with Caseware, ProFX Tax, ProFX Engagement, Thomson GoFileRoom and QuickBooks is preferred
• Experience with Exchange is preferred
• Experience with Blackberry Enterprise and ActiveSync Server are a plus
• Experience with active directory including creating, maintaining, deleting users and groups
• Experience with mobile device management
• Proficient with DNS and DHCP
• Solid understanding of wireless technologies
• 1) 3+ years of Desk side support experience using a ticketing system (ex. Heat, ServiceNow or Remedy)
• 2) Experience adding and deleting users within Active Directory
• 3) Experience mapping network printers and providing mobile device support
• Proven ability to troubleshoot complex issues as they relate to Microsoft Desktop Operating Systems with Windows 7/8/10
• 2+ years of IT Desktop computer support experience; successful track record of supporting software and hardware in a heterogeneous, networked computing environment
• Significant professional level work experience supporting Electronic Communication Tools and mobile technology (iPad, iPhones, Blackberry, Blue Tooth Devices, air cards)
• Wide-ranging knowledge of tech refresh models and ability to perform a tech refresh from conception to completion
• Working knowledge of IT security based products such as: PKI Certificates, Lotus Notes/Exchange, and BlackBerry Encryption tools
• Install and maintain Anti-Virus software and patches
• Install, upgrade, and/or repair computer hardware and software
• Provide on-site and remote user telephone support
• Must have advanced knowledge of Windows operating systems, basic TCP/IP networking skills, and hardware troubleshooting
• PC/Workstation Hardware,Advanced
• Server Hardware,Experienced
• Hardware Installation and Support,Advanced
• Deskside support experience on Windows XP and 7 OS
• Experience supporting networks, LAN and MS Office
• Strong customer service experience required
• Hardware and software troubleshooting support
• PC Deployment experience
• Imaging experience
• Customer service in a technical capacity
• Very professional environment
• Installation of Network Printers
• Experience with remote assistance tools; Dameware and/or Bomgar
• Familiarity with PC communication protocols across WANs
• Demonstrated effective communication skills, both written & verbal
• Demonstrated experience with remote support operations
• Demonstrated experience with end user application support
• Proven excellent technical and analytical skills
• Demonstrated excellent organizational skills
• Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner
• Individual must be mature and responsible to work independently
• Previous help desk/service desk experience
• Experience with DoD computer systems and tools
• Must have excellent communications skills and be able to communicate technical information effectively to end users in non-technical manner
• CAC readers setup/install
• Familiarization with troubleshooting CAC related issues
• Ability to tactfully discuss difficult and sensitive topics, effectively relay technical information, and develop strong relations with employees and officials at all levels, both within and outside of IT career field
• Provide Support to Imaging HQ & Remote teams regarding all IT related needs
• Assist with Large Meetings and Divisional All Hands setups
• Resolving IT related problems and escalate to other groups as appropriate
• Maintain Executives computers, printers, telephones, mobile phones, and peripherals
• Follow rigorous Executive Support Protocol, ensuring all services are on-line and monitored
• Pro-actively execute maintenance plan for all Executives equipment & services
• Resolve day-to-day software & hardware issues related to Mobile devices & desktops/laptops
• Coordinate, set up & support video conferences using integrated multimedia equipment
• Set up and maintain a peer to peer network, cable modems and wireless routers for home offices
• Coordinate system set up for new executive new hires and relocations
• Manage special projects with other support groups and departments
• Coordinate IT tasks & provide IT Support during Divisional Meetings
• Prior experience setting up and maintaining Executive home offices; including previous experience with cable modems, wireless routers and peer to peer networks
• Comfortable with video conferencing using integrated multimedia equipment
• Must be a self starter with exceptional problem solving skills with the ability to resolve complex problems and implement solutions with little or no guidance
• High level working knowledge of multiple complex software packages, hardware platforms, and network architectures
• Knowledge of ITIL and CMM-driven best practices for IT processes
• Strong knowledge of both PC & Mac platforms, MS Office/Outlook 2010, 2013, 2016, O365 and Windows 7 & 10
• Willingness to be available on nights and weekends and on call
• Ability to work in a fast paced, high tech environment juggling multiple priorities while meeting deadlines
• Ability to understand the business needs behind the requests and drive to results
• Ability to write processes and technical documentation
• Valid passport and ability to travel on occasional basis
• Proven abilities in PC setup and hardware/software configuration
• Knowledge of Active Directory, Exchange and networking (TCP/IP, domains,…)
• Outlook & VPN client configuration and troubleshooting experience
• General PC trouble shooting and repair knowledge for software and hardware
• Be able to work independently and be punctual
• Looking for a candidate that can work under stress & fast pace environment
• Collaboration with other IT teams is essential in your role
• Computer Science, Information Systems, Information Technology, Software Engineering
• Typically 3 years business experience; exhibit strong basic executional capabilities and begin to take on more responsibility
• 2 - 4 years of experience with Microsoft Windows 7, Microsoft Office 2010, AS400 client applications, PBX Administration, Microsoft SCCM, Malware / Virus protection, Active Directory administration, Video Conferencing Systems
• 2 - 4 years supporting client end devices and peripherals
• Ability to follow guidelines and identify and resolve problems
• 1) Incident tickets: all secondary, break/fix requests for electronic desktop equipment and
• Accepts trouble reports including such activities as: handling system installation and configuration, printer systems, fundamentals of security, installing third-party software and documentation of hardware/software logs and operating procedures
• May direct and distribute work each day by checking queue of tickets and assigning the incidents and/or moves/changes to the relevant Team members. Coordinates Moves, Adds, and Changes to support complex LAN&WAN networks, including configuration, training, installation, maintenance, support and documentation of hardware/software logs and operating procedures
• 2-4 years large corp. environment desktop support experience. This will include a wide range of troubleshooting such as: break/fix, application support, Windows 7, imaging, deployment, LAN & WAN
• 2-4 years of Windows support
• 1-3 years of mobile device support
• Laptop, Desktop, iPad, iPhone, Remote Access, Blackberry and home network support
• Hardware/software support
• Configurations for new phones, setup voicemail, unlock voicemail accounts
• Proven user support experience including troubleshooting hardware and software problems
• Video conferencing administration/support
• Cisco Phones, Cisco Unified Messaging
• Minimum of 5 years' experience providing Desktop Support
• High level of command with Window OS, Apple OS, MS Office Suite, VoIP, Video Conferencing, all mobile technologies, TCP/IP, Printers, Cisco Phones
• ) Ability the navigate and troubleshoot Windows 7 OS as well as install software
• ) Work with a ticketing system preferable Service Now and document incidents accordingly
• ) Hardware Break-fix of Laptops- ideally Dell
• Executive Desktop Support Experience
• Tier II/III Support Experience
• Provides a superior customer support experience for users while troubleshooting issues over the telephone and providing timely follow-up on open customer issues
• Provide white glove treatment to on site EVPs
• Effectively troubleshoot issues for software on all platforms including desktops, servers, iSeries, and Mainframe
• Enter, assign, and escalate issue tickets entered in our Service Desk software, as needed
• Set-up new computers and provide technical support for desktop and laptop computers
• Monitor and manage entire lifecycle of service resources to optimize IT investments
• Installs and repairs facility equipment and software, including but not limited to terminals, personal computers, printers, cabling, and related software products
• Analyzes and provides hands-on support for moderate to complex inquiries. Determines appropriate technical resource to resolve the problem and coordinates with other technical areas, as needed
• Performs facility-based moves, adds, and changes (MACs), as needed
• Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures
• Reviews problem tracking databases to identify trends and CI opportunities
• Provides 24x7 on-call support based on division, and responds to issues as warranted
• Recommends process changes that improve the implementation, maintenance and support of desktop equipment and software
• Effectively works with customers, Service Desk and Technical Services personnel
• Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance
• Adheres to and supports IT standards, policies and procedures
• 2 years prior experience in PC Support and Maintenance required
• Strong understanding of Client based Operating Systems
• Windows 8.1
• Strong ticketing system experience
• Strong understanding of end user hardware
• Dell Laptops / Microsoft Surface Pro / Dell Venue
• LYNC Headsets
• Mobile Devices (iOS, Android, Windows)
• Mobile / wireless technologies (Wi-Fi, mifi, etc.)
• Printers (personal and network), Multi-Function Devices (MFD), and other peripherals
• Strong knowledge of client based applications
• Application Delivery Software (SCCM, etc.,)
• Proficient with common network protocols (TCP/IP) for device connectivity issues
• Self-Control
• Conflict Resolution
• Excellent Interpersonal Skills
• Non-Verbal Communication
• Adaptability to time / pressure changes
• Strong desire to help people
• Provides quality customer service surrounding Company values and policies
• Greets and serves customers with the highest degree of courtesy and professionalism
• Serves as an escalation point for IT Specialist I and II technicians
• Responds to end-user issues via telephone or escalated help desk tickets
• Installs, configures and tests desktop/server hardware and software
• Coordinates with corporate IT resources to understand and minimize the impact of potential widespread issues
• Aids with production and test runs of software libraries
• Responsible for user account administration
• Monitors resource utilization, coordinates hardware/software upgrades, trains computer operators and users, requests software fixes and enhancements from various software vendors and physically installs electronic business equipment
• Provides support and education by preparing application, hardware, and network documentation
• Works on special projects as assigned
• Improves productivity by providing technical and operational support to end users of computer systems
• Ability to mentor, assist and instruct others
• Supports and maintains IT managed network infrastructure in coordination with enterprise network team. Including but not limited to, systems management, upgrade, patching, and troubleshooting
• Supports and maintains IT managed server infrastructure in coordination with enterprise systems team. Including but not limited to, systems management, upgrade, patching, and troubleshooting
• Ability to communicate detailed information and instructions within a customer service environment
• Ability to exert up to 35-50 pounds of force in order to move objects
• 3-7 years of enterprise level technical support experience preferred within a Microsoft and Cisco environment
• 3-7 years of progressively responsible experience with computer hardware, Microsoft server platforms or Cisco networks within an enterprise environment
• Appropriate valid driver's license and a good driving record
• Microsoft technical certification for current Windows OS (or acquire within the first 12 months of employment)
• Ability to visualize and troubleshoot complex issues remotely
• Experience with Active Directory user and group administration
• Experience with Windows OS, Microsoft Office, Internet browsers and Email clients Working knowledge of systems hardware, printers, scanners and other peripheral devices
• Ability to work independently with minimum guidance as well as within a team environment
• Ability to detect problem areas and recommend solutions for local and remote users
• Effective communication and customer service interaction skills with users to interpret their needs efficiently and professionally
• Other industry standard certifications as specified
• Bachelor's degree in Computer Science or similar degree preferred or the equivalent combination of education and job experience
• Experience with supporting ICOMS billing system or similar systems preferred
• 3-7 years of basic hardware/software troubleshooting and problem resolution desirable
• Coordinating support services and technology solutions for assigned office
• Monitoring a ticket queue and providing timely response to ticketed support calls escalated by the Help Desk
• Communicating technology issues and outages staff
• Imaging desktops and laptops for new hires
• Collaboration with engineering to ensure applications are properly integrated and stable
• Coordinating phone setup and placement
• Printer support and maintenance, which also requires the printers to be disassembled and repaired
• Keeping track of inventory of all computer equipment
• Preparing computers to be returned to the leasing vendor
• Coordinating video conference troubleshooting
• Completing all special projects assigned by the Deskside Support Manager
• Ability to communicate effectively with technical and non-technical people
• Responsible for performing in-depth analysis and technical support of desktop operating systems, and standard software products; including complex problem resolution, design, development, testing, operational integration, and user support
• Interact with other technical resources to maintain and develop desktop standards and automate support & deployment processes
• Ability to document client requirements, create tech spec's and mapping documents
• Lead the development of end-user computing environment standards/services
• Create documentation with procedures and guidelines for serviceability and support
• Basic knowledge of Microsoft scripting Technologies and components (VBScript)
• Main contact for escalated desktop issues, informed support groups of any potential issues or concerns
• Experience testing applications
• Active Directory- Specifically with permissions (2-3 yrs)
• Experience working for a company with multiple networks (2-3 yrs). (Wireless access points, Developer network, corporate network etc.)
• Experience support Mac Operating Systems
• ) 1-2 years Windows experience - Supporting windows in a professional environment. Navigation, Resetting passwords, imaging
• )1 -2 years Hardware knowledge: PC/workstations/Tablets/Printers (Lenovo, HP printers and tablets). They will be doing machine builds and images, network printing for end users, remote access (Cisco anyconnect)
• ) Assets management - assign asset work orders, assign assets to users and count inventory
• Oversee the daily performance of computer systems within the practice*
• Enter commands and observe functioning of system to verify correct operations and detect errors
• Set up equipment for employee use, performing or ensuring proper installation of cables (demonstrating proper cable management), operating systems, or appropriate software to company standards
• Read (Maintain familiarity with) technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Refer major hardware or software problems or defective products to vendors or technicians for service
• Train others in the proper use of hardware or software
• Determine requirements for new systems or modifications
• Assist with identifying and remedy of IT security risk concerns
• Create and maintain documentation for IT knowledge base
• Competency include but are not limited to Windows 7 OS, MAC OS and mobile devices
• English,Experienced
• Flexibility and Adaptability,Experienced
• Deskside Support Services Delivery & Support,Advanced
• CompTIA A+,Experienced
• 3-6 month contract
• 20% Windows
• Advanced support for Microsoft Windows 7
• Working knowledge of Microsoft Active Directory
• Be able to meet Service Level Agreement time frame established by Management
• Proficiency with Microsoft Office (Including Word, Excel, Outlook)
• Entry level knowledge of Microsoft Project
• Must be able to communicate effectively in English both orally and written
• Accountable for following up with customers on open tickets
• Ability to work in clinical surroundings (i.e. Healthcare center, hospitals and pharmacy’s)
• Previous Windows 7 migration experience a must*
• Working knowledge of Windows 10 preferred
• Ability to present structured ideas and procedures with a broader business knowledge than PC Technician Level 1
• Must have experience installing RAM in laptops
• Experience in dealing with customers
• May have a network operating system specialization
• Knowledge of LAN design concepts, installation and trouble- shooting without assistance. Knowledge of and utilization of available technical resources
• May be certified in one or more network operating systems
• Imaging using Ghost & SCCM
• Windows 7 Support
• In-house and field desktop support
• General telephone troubleshooting
• Network connectivity troubleshooting
• Moves, adds and changes for Laptops, Requirements
• Provide day to day technical support
• Perform break/fix on all computer hardware on both desktop and laptop computers
• Install, configure and troubleshoot desktop systems and workstations
• Troubleshoot network connectivity issues
• Provide detailed solution documentation within the incident/problem ticket solution (Heat) regarding solutions tested, approved and implemented
• Physical move of computer systems, peripherals and printers necessary.Desktops, Monitors and phones
• Install hardware and peripheral components as needed like disk drives, MFD Printers, Keyboards
• Perform site inventory
• Equipment imaging using tools like Ghost or SCCM
• Check in new/old inventory, which will require lifting up to 50lbs
• All Inventories will come in on skids and will be required to be checked in and placed into stock or disposed of in a proper manner
• Unpack hardware for prep, and then pack it pack up to ship to the field
• Tag and record hardware going into the field
• Work on smaller Help Desk tickets such as keyboards, mice, UPS, etc
• Assist in setting up sales hardware such as Ipads and phones
• Needs to have basic computer troubleshooting skills (nothing intense replacing keyboards, mice, up ect.)
• Be able to work independently as well as part of a team
• Must have basic computer system skills and understanding
• Must be well organized
• Ability to pass a background check and drug screen
• Directs less experienced technical support staff in research, analysis, and instruction
• Maintains accurate and consistent records of all incidents and the resolutions provided in each instance
• Utilizes information gathered by incident and problem type to proactively improve our overall service through ongoing development of knowledge management system
• Collaborates closely with supplier teams and customers to insure solutions to problems encountered with enterprise systems are clearly defined, evaluated and resolved
• Assists management in Business Applications Support Turnover initiatives between IT and the Business
• Provides technical information, assesses the impact on existing operations, and provides timely and direct feedback to department support liaison
• Develops knowledge and skills adjust to new technologies deployed within the organization
• Strong customer service skills – frequent end user interaction
• Troubleshooting Technical Issues
• Call Center Phone Support
• Documentation and Attention to Detail
• Friendly Customer Service
• Associate’s Degree in Computer Science or Related Field
• One to Three Years of Related Experience, including call-center experience
• Ability to Support VPN Connectivity and Active Directory Issues
• Ability to Troubleshoot Microsoft Windows (Outlook, XP, 7, Office)
• Fully support, configure, and maintain corporate IT equipment (PC's, Printers, Network, Server Equipment)
• Provide company users with top level customer service and resolve problems promptly
• Support and administer third party applications
• Ensure network security and connectivity
• Monitor network performance
• Set up user accounts, permissions, and passwords,
• Support occasional after hours work items
• Level 1 and 2 on-site and End-User Support
• Excellent Knowledge of Windows Operating Systems (Windows 7 & 10)
• Working Knowledge of networking including VPN and Wireless support
• Audio/Video Setups
• Experience working closely with users, vendors, and all levels of management
• Proficient in Windows XP/Windows 7
• Experience with Novell/Groupwise/VM Ware/server virtualization
• Ability to install network operation systems and perform simple upgrades to the network
• Able to troubleshoot network systems
• Have advanced knowledge on troubleshooting desktop systems (windows)
• Have advanced configuration and management of windows software
• Configure and manage network based user profiles
• General network experiences (printers/routers/adding users/grouping)
• Server Hardware configuration
• Manage switch configuration and troubleshooting
• Implementation of patch implementations of individual NOS
• LAN/WAN experience
• Basic knowledge and support of SAN environments
• Basic support of virtual server environment
• Advance knowledge of troubleshooting email (Windows XP/Windows 7)
• Advanced knowledge of workstation setup and installs
• Provide hardware/ software support for Dell computers, laptops, printers, Chromebooks, projectors
• Execute service delivery by performing timely on site and remote tickets
• Identifies potential network connectivity issues by consistent monitoring of access points
• Utilizes advanced tools / technical knowledge to remediate customer problems and conduct scheduled installs and upgrades
• Ability to comprehend and follow verbal and written technical instructions and scripts
• A+ is REQUIRED
• 6+ years IT experience required
• Break/Fix experience required
• Servicenow experience
• 5+ years' experience in a desktop support role supporting a mixed environment of Windows, Linux and Mac
• Experience deploying Windows images to new PCs, Desktops
• Excellent Communication Skills: this person will be resolving issues for Doctors, Researchers, and Students within the PHD/ MD program
• A+ certification or Microsoft certification
• Deskside Support Services Delivery & Support, Experienced
• CompTIA A+, Required
• Service Now Experience preferred
• Excellent communication skills, both written and spoken in English
• Installs and configures desktop hardware and software
• Conducts troubleshooting and maintains desktop technology including PCs, printers, monitors, phones, peripherals and other related equipment
• Works in getting equipment repaired or replaced as required
• Assists with testing of future hardware acquisitions
• Demonstrates the use of new hardware to training staff and end-users when it is acquired
• Assists with the preparation of product user guides for end-users
• Follows approved asset tracking procedures to ensure accurate computer and equipment inventory
• Proven working knowledge of the Windows Operating System
• Demonstrated intermediate skills supporting MS Office Suite applications
• Technical Subject Matter Expert (SME) in one or more IT areas
• Proven ability to successfully troubleshoot/solve problems in subject matter area of expertise
• Understanding of computers running under a Citrix XenDesktop platform
• Ability to provide after-hours I.T. support as needed
• Operational expertise in monitoring and maintaining current systems / processes
• Ability to work as a technical professional in a high-pressure law environment
• Ability to manage expectations, communicate status, and handle priority shifts
• Demonstrates listening skills
• Willingness and desire to attend training classes to maintain technical skill sets
• Ability to effectively work in a team environment and to work with minimal direct supervision
• Ability to bend, stoop, reach overhead, climb small ladder, crawl on hands and knees on the floor and under desks, lift or move up to 50 lbs
• Requires the ability to regularly report to work on the days and times scheduled
• Resolves technical hardware problems on all desktop and laptop computer systems
• Provides second level support on Firm approved applications and operating systems
• Manages support calls through IQTrack
• Participates in Firm wide projects
• Installs, configures and supports network printers
• Maintains hardware inventory
• Maintains responsibility for local office equipment refresh
• Maintains and orders computer supplies
• Performs computer and telephone equipment moves, adds or changes
• Completes assigned or promised tasks on or ahead of schedule
• Provides clear and concise communication and follow-through on customer requests
• Utilizes appropriate Firm-standardized technology to address customer requirements in a timely and productive fashion
• Takes initiative to overcome obstacles when necessary to complete assignments
• Develops appropriate measures and feedback to track continuous improvement objectives
• Performs video / audio conference support
• Produces error-free work the first time
• Handles problems and insures resolution of problems that the first tier of help desk support is unable to resolve
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
• Simulates or recreates user problems to resolve operating difficulties
• Recommends systems modifications to reduce user problems
• Provides guidance and/or training to less experienced personnel on the help desk
• Provide day-to-day support to end users on hardware, software, peripherals and other devices in an efficient and effective manner
• Act as a point of contact with the responsibility of resolving support tickets and escalating issues as necessary
• Utilize troubleshooting techniques to provide accurate, timely and creative resolutions to end-user computer issues
• Execute software updates, testing and common vulnerabilities and exposures
• Track and review changes in a highly-dynamic environment
• Research solutions to open issues, leveraging your knowledge in Windows O/S, Windows Servers, Microsoft Office, Active Directory, Linux and more
• Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on
• Utilize and maintain the helpdesk tracking software
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any
• Additional specialized equipment
• Maintain inventory of all equipment, software and software licenses
• Manage PC setup and deployment for new employees using standard hardware, images and
• Technical Degree (DEC)/College diploma in a technology discipline and/or an equivalent combination of education and related experience
• Cisco Certifications are an asset
• Sound understanding and experience of IT networks
• Knowledge and experience of system administration and security
• Ability to put across technical information in a simple, user-friendly manner
• Good diagnostic and problem-solving skills
• Judgment and decision skills required to prioritize and identify solutions
• Provide tier 1 and 2 support to users, by phone, email, remote and in-person
• Support Windows 7 and above, as well as Microsoft Office Suite Applications
• Troubleshoot connectivity, hardware and peripherals
• Microsoft Internet Explorer, Google Chrome and other web browsers
• Automatic security updates and McAfee Anti-virus or spyware
• Those that require sponsorship need not apply*
• Individuals must be clearable to pass a public trust**
• Windows OS (7& 10)
• Linux/UNIX (Redhat most commonly)
• Microsoft Office (2013, 2016, 365)
• 1)Advanced troubleshooting -root cause analysis
• 2)Knowledge Comp TIA A+ or certs (MS)
• 3) Root level comprehension of network troubleshooting, OS system configs, right click to do changes to wireless and network adapter and to understand why the issue is there
• 4)Overall basic troubleshooting, user contacts with Outlook, Internet Explorer-second level technicians go out to desk in person and resolve the issue, then do a re-image
• Provide desktop support (tier 1 and tier 2) for Incidents and Service Requests
• Ability to support Windows operating systems (7, 8, and 10)
• Work with the Array Service Desk tool to track and document incident requests and work orders
• Act as a liaison between the IT Group and the end user community
• Troubleshoot all hardware including desktops, laptops, lab computers, lab instruments, copiers, and printers, VOIP telephones, and mobile devices
• Responsible for testing and validating new images prior to deploying them to the end user community, thus eliminating any potential problems that could arise
• Setup new user’s hardware, software and networking needs
• Maintain inventory lists on PC peripherals, software, inventory and other paperwork required during normal business
• Develop training materials and procedures, or train users in the proper use of hardware or software
• Experience supporting iOS mobile devices
• Associate degree in IT or related field preferred; equivalent experience may be substituted in lieu of education
• 3+ years of experience in a desktop support role
• Experience with hardware installations and troubleshooting for both desktops and laptops
• Experience with Dell OptiPlex and Latitude models preferred
• Excellent communication skills and positive customer service attitude
• Sense of urgency and ability to prioritize critical Help Tickets
• Experience with computer imaging technology (such as Microsoft Deployment Toolkit)
• Experience with MS Office Suite 2010
• Troubleshoot connectivity problems
• Map network drives and printers
• Perform research as needed
• Manage customer expectations
• 1 year minimum related experience preferred
• Previous broadcast experience especially with ad management and broadcast traffic systems (i.e. WideOrbit, VCreative, Mister Master) desirable
• Proficient with MS Office products including Word, Excel, PowerPoint and Outlook
• Ability to adhere to strict deadlines and complete work assignments in a timely and accurate manner
• Adaptable and flexible with ability to shift focus in fast-paced, high-pressure environment
• Must be team oriented and have a successful past working in a team environment
• Strict attention to detail
• 1,200-1,300 tickets per month with all accounts
• 40% via fielding/taking phone and escalating calls
• 20% via online ticketing portal with customers logging tickets(Connectwise)
• 30% via emails
• Knowledge on Desktop technologies and Desktop operations support
• Strong communication skills is a must
• Responsibility for the implementation of processes and systems in assigned areas
• Acts as a key point of contact and response for incidents and service requests
• Responsible for ensuring that issues and support requests are resolved within defined SLA and providing regular reports and statistics to support this
• Regular reporting to management team
• Management of queues through Service Now ticketing system
• Strong Requirements Analysis skills - Questioning, listening to, and understanding a customer in order to extract their exact requirements
• Excellent Problem Solving Skills - Ability to apply logical thinking in order to quickly and accurately derive the root cause of a technical issue
• Ability to manage and work in the following operating environments
• Windows 7 and later
• Exchange Server
• Ability to setup Video conferencing system
• Bachelor's Degree related to Computer Science or Information Systems with 1+ year of related experience; or an Associate's Degree with 2 years of work experience; or a High School Diploma/G.E.D. with 4+ years of work experience
• Prior desktop support experience
• Knowledge of supporting mobile device to work with corporate emails
• Knowledge and experience working with various Microsoft Operating Systems
• Ability to learn new technologies as required for the job using documentation and other available resources
• Windows 2003/2008 Server, Active Directory
• Windows 7/8 Proficient
• Mobile Device management and troubleshooting experience helpful
• Securities Solutions: Antivirus, Anti-Malware and Anti-Spam
• Networking: TCP/IP, Wireless (802.11), DNS, DHCP knowledge
• 4+ years in a Windows Desktop Support Environment
• Experience supporting Microsoft applications
• Experience supporting 1000+ users
• Utilizing Active Directory for user management, permissions, group policy, etc
• Monitors and responds to hardware and software problems utilizing a variety of hardware and software testing tools and techniques
• 0-2 years of related systems engineering experience
• Provide excellent customer service & delivery of technology services and products
• Maintain the hardware and software environment supports
• Installation of desktop PC's, printers, phones, and application software in field offices
• Provide solutions to software, hardware or configuration problems that arise in the desktop environment
• Fully participate in managing daily activities through the use of the ITSM ticketing system
• Assisting other district analysts, network analyst, application developers and IT personnel as necessary
• Knowledge in updating, configuring and troubleshooting PC operating systems, primarily Windows 7
• Technically proficient in configuring and troubleshooting a diverse PC application environment that includes but is not limited to suites from Microsoft & Lotus
• Familiar with use of remote control software for support and maintenance
• Coordinate vehicle communication equipment installs and cell phone administration
• Candidate will get exposure to network equipment and servers
• Support for 100 local end users and another remote end users
• A+ Certification or Bachelor's/Associate's Degree Highly Preferred
• Ticketing System: Track IT, ability to adding notes, resolutions, etc
• Remote Access Tool: VNC Viewer or Ultra VNC
• Server 2003/2008R2
• Windows 7/8/Terminal Desktop
• Microsoft Office 2003 - 2010
• Groupwise/Novell (preferred)
• Troubleshooting and break ix of PCs and Laptops
• Hard drive replacement and system rebuilds
• New system setup and installation
• Virus identification and removal
• Basic thin client configuration
• Troubleshoot connectivity issues internally and externally
• Cabling and jack wiring
• Knowledge of wireless networks
• Active Directory\Group Policy Configuration
• Terminal services for remote desktops
• Printer services
• File server functions, permissions, sharing, restriction, etc
• Basic Citrix knowledge
• Provide Tier 2 Desktop, Laptop, Tablet, and Mobile device support
• Receive and respond to incoming calls, tickets, and/or e-mails regarding Tier 2 issues
• Own all issues to resolution including those that may need to be handled by other departments, keeping the End User(s) informed of status at all times
• Thorough understanding of Active Directory
• Experience in maintenance and support of various Video Conference Systems
• Documentation of support procedures
• Where required, administer and resolve issues with associated workstation networking software products
• Perform day to day desktop servicing, repair and/or installation of hardware and software for all end users in the National Support Center
• Assist customers to diagnose problems and provide resolutions for technical and service issues including end-users local-area network access problems, e-mail, Internet, and network or local printer problems
• Provide one-on-one end-user problem resolution with DameWare and in-person
• Help coordinate timely support and repair on various IT equipment covered by third-party vendor maintenance agreements
• Manage help tickets assigned to them, ensuring maximum issue resolution in minimum time with the end user needs the main focus
• Perform multiple, technical tasks with a need to routinely upgrade skills to meet changing job conditions
• Other duties as assigned by Management
• 1 year experience in an IT environment with strong troubleshooting skills and networking software and hardware problems
• Knowledge of Windows XP, Windows 7, Windows Servers, Microsoft Office, and theories of network systems
• Equivalent to high school diploma or general education degree (GED) with at least one year college level course work
• Excellent oral, written, interpersonal, and customer service skills
• 1-2 years of experience providing desktop support in a corporate setting
• Associate's degree or higher in related field
• Ability to maintain confidentiality, meeting deadlines and schedules, setting priorities, working as part of a team, work independently and adapting to changing work priorities
• Ability to draw valid conclusions, apply sound judgment in making decisions, and to make decisions under pressure
• Ability to respond to common inquiries from customers, staff, regulatory agencies, vendors, and other members of the business community
• Ability to interpret and apply policies and procedures
• Ability to work with mathematical concepts such as probability and statistical inference
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
• Ability to develop constructive and cooperative working relationships with others, and maintaining them over time
• Ability to prioritize tasks and projects with limited direction, while understanding and contributing to the success of the assigned region(s)
• Maintain an appropriate professional appearance and demeanor in accordance with
• This is primarily a sedentary office classification but may require occasional field visits and driving. Temperature conditions are controlled with no direct exposure to hazardous physical substances. The noise level in the work environment is usually low to moderate. There is occasional exposure to irate staff, vendors or patients, but there is negligible anticipation of exposure to violence
• While performing the duties of this job, the employee is regularly required to sit, stand, walk, keyboard, to finger, handle, or feel, reach with hands and arms, see, talk and hear. The employee may be required to lift and/or carry equipment and other materials that weigh up to 60 pounds. The employee is occasionally required to stoop, kneel, bend, or crouch
• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, calculator, and other standard office equipment
• Diagnose and provide support on computer system problems; including installing, repairing, and troubleshooting computer hardware, printers, and other peripherals
• Provide assistance to staff, and clients when needed on the use of software and hardware
• Provide assistance with technology requirements in ballrooms, conference rooms, and other remote locations, including setting up laptops, projectors, network peripherals and internet access
• Prepare new and upgraded computers, software and other components to be integrated onto the network
• Maintain security and privacy of the information systems, communication lines, and equipment
• Gather research and communicate pricing on technology equipment and peripherals
• Establish and maintain multi-user databases
• Other duties as directed
• Three to five years of experience in IT related operations is required
• Associate's Degree from a recognized college or university in Computer Science, programming, or closely-related field preferred
• Working knowledge of technology equipment such as computers, wireless devices, printers, peripherals, etc
• Must have knowledge of Windows operating systems, Microsoft Office Suite, remote connectivity, phone systems, remote support tools, printers, and wireless devices
• Strong written and verbal communication skills with the ability to learn and support new technology is required
• Knowledge of programming and/or servers is a plus
• Support customer issues and requests by creating, tracking, and documenting solution in a support database and monitoring the support queue
• Install, configure, test, maintain and troubleshoot customer workstations and related hardware and software
• Perform analysis and diagnosis of complex problems for customers and recommend and implement corrective solutions
• Troubleshoot network connectivity issues including wireless access points, devices connected to the wireless network, preliminary bandwidth issues and printer routing problems
• Act as designated IT point of contact for facilities in case of any IT-related emergency or maintenance
• Consult with customers to assist in obtaining hardware, software, and services and assist the customer in obtaining the training necessary to use the product(s)
• Maintain tact and composure in stressful situations; communicate effectively and work cooperatively with other staff members and customers of technical services; and establish and maintain effective working relationships with management, team members, other staff, and customers
• Must be able to interpret and make decisions in accordance with regulations and established policies
• Supervised by Manager, Regional Service Support US/Canada through reports, meetings, and conferences regarding results expected and achieved
• Act as overflow to the Service Desk during high volume times
• Inventory Control tasks may include verifying serial numbers on equipment and updating records
• Travel to remote sites and meetings as needed
• A degree in Information Systems preferred or
• 5 years of technical and 3 years of customer service experience required
• Proficiency with Microsoft Office Products (Office365)
• Corporate experience directly supporting Windows 7 and 10
• PC encryption
• Experience delivering hands-on customer training
• Experience with the following is preferred: Windows 7 & 10, Mac OS X, Mobile Devices, TCP/IP communication protocol, Microsoft Office, Microsoft Exchange, Skype for Business, VPN, Remedy Call Tracking System, LANDesk, Dell and Lenovo laptops and desktops, HP, Dell and Ricoh printers
• Exceptional Customer Service skills are highly valued
• Must have the ability to effectively and quickly troubleshoot computer problems. Must be able to independently resolve complex problems using current job knowledge and using research and external resources
• Must possess strong interpersonal and oral communication skills, excellent attention to detail and the ability to effectively prioritize and execute tasks
• Provide Tier I and II IT support
• Perform installation, repair, and preventative maintenance of desktop computers and related systems
• Perform account maintenance, data integrity, and file system security for the desktop environment
• Assist in determining suitable software to meet user requirements
• Recommend hardware and software solutions, including new acquisition and upgrades
• Conduct training programs designed to educate the organization’s computer users about basic and specialized applications
• Communicate technical information to both technical and non-technical personnel
• Assist with documenting and cataloging systems for historical and information assurance purposes
• Bachelor's degree with 2+ years of related technical experience OR High School diploma/equivalent with 5+ years of related technical experience
• Currently possess Windows 7, Enterprise Desktop Support Technician or equivalent certification
• Currently possess DoD 8570 certification at IAT II, CompTIA Security+ce
• Currently possess an active DoD TS/SCI security clearance
• Knowledge of IT service desk requirements and the ability to complete difficult and complex assignments with ability to provide over the phone troubleshooting
• Experience working with demanding high ranking customers and staff
• Experience with SolarWinds network monitoring software
• Experience with VTC devices, i.e. Cisco Telepresence, Tanberg Management Suite, Tanberg desktop VTC
• Experience configuring, securing, and maintaining Cisco switches and routers
• Experience configuring and maintaining HAIPE communications security devices (e.g. TACLANE KG-175)
• Willingness and desire to learn new things
• Exceptional integrity and dependability
• Customer Focused
• Experience working with Windows 7, and MS Office Products
• Performing at-desk support for employees as necessary while maintaining professionalism and customer focus
• Escalating and coordinate service requests with internal and external IT teams
• Managing various IT services being delivered to staff, including but not limited to the following
• Managing inventory systems
• Providing remote hands to the Network team as it relates to management and configuration of IDFs, MDFs, and the network
• Adhering to Desktop Support standard policies and procedures
• Be actively pursuing a Computer Science, Information Systems, or related degree with expected graduation date no sooner than Spring 2018
• Be available to work 20 – 30 hours per week primarily within normal business hours. (M-F,9-6)
• Possess a strong customer service orientation.Prior experience in a customer service setting highly desired
• Possess technical troubleshooting skills and an understanding of computer hardware, operating systems, and productivity software. Experience with Windows 7/8, Mac OSX, Microsoft Office, iOS desired
• Be approachable and have strong people skills to determine client needs and build strong client relationships
• Must be able to communicate and teach in a manner that both technical novices and experts can understand
• Possess problem-solving skills and the ability to prioritize client requests. Experience working out of a ticketing system desired
• Work in compliance with relevant corporate policies and best practices and communicate those to clients at all levels
• Troubleshoots Hardware and Software Issues remotely, desk-side or face to face with Customers at the IT Solution Centers
• Performs PC and Mobile Hardware and Software Installations for the enterprise
• Performs PC Tech Refresh Processes/ Break Fix
• Conducts On Boarding and/or Migration Orientation Sessions for Executives
• Bachelor’s degree in Computer Science, Business Information Systems, related field, or equivalent work experience
• 2-5 years related work experience in desktop support
• A+/MCP/ITIL/HDI Certification required
• Working knowledge of PC Hardware and Software Installation Options and Configuration Settings
• Working Knowledge of Incident Management and Service Ticketing Systems
• Working knowledge with Software Discovery and Automated Software Installation Tools
• Familiarity with Mobile Device Hardware and Software Installation Setup and Configuration
• Familiarity Data Base Management Tools
• Experience with Windows 7 and 10 OS and Microsoft Office 365 and 2016
• Working knowledge of SharePoint 2013
• Experience with Active Directory, SCCM, BitLocker; Service Now
• Working knowledge of Cisco Jabber and Cisco phone hardware
• Knowledge of VDI and MDMs, iPhones/iPads and Androids
• Experience with Service Now, VMware Horizon View client, WebEx, MS-Access
• Basic understanding on MDMs MS Office, and Visio 2010
• Pursuing undergraduate degree in Computer Science, Information Technology or related discipline
• Experience using Microsoft Office Suite (MS Word, Excel, PowerPoint, etc.)
• Familiarity with IT desktop systems
• Effective verbal, written communication and presentation skills
• Ability to effectively work in a geographically dispersed team environment
• Enviornment 80% Windows and 20% Mac
• Office 2016
• Great Personailty
• Provide day-to-day hands on technical support to employees
• Install, configure, and troubleshoot desktop systems and workstations including imaging and installation of necessary software
• Setup, installation, and configuration of voice and data equipment on the telephony system
• Diagnose and resolve technical hardware and software issues relating to both PC/Mac platforms, printers/copiers/fax machines, Call Center phone system, etc
• Must be able to perform troubleshooting on hardware, software and network connectivity issues for individual users and departments
• Provide training and technical assistance to users on hardware and software applications at the desktop level
• Responsible for managing IT hardware and software inventory
• Analyze and resolve moderately complex to complex issues or escalate as needed
• Expected to manage multiple requests/projects simultaneously
• Report problems with procedures and recommend improvements/inefficiencies
• Understand security and compliance requirements for the company
• Participate in the testing and implementation of new hardware and software
• Participate in maintenance to keep systems updated with latest patches
• This position is primarily focused on desktop support responsibilities for internal team members
• Respond to user inquiries
• Own, follow-up and drive problem resolution
• Solid understanding of networks and technologies
• Exceptional analytical and troubleshooting skills
• Ability to work cross functionally effectively
• The successful candidate must have
• Two (2) year associate degree in Computer Information Systems or similar degree program is preferred but not required
• 2+ years' experience in a desktop support role working in a multi-platform enterprise environment with Windows as primary platform
• 3-5 years in a Windows Desktop Support Environment
• Experience supporting Microsoft Office applications
• Experience imaging machines using a standard imaging tool
• Troubleshooting Network Shared drives
• Troubleshooting and configuring Outlook
• Working with a ticketing system with SLA compliance requirements
• Diagnose and troubleshoot issues, provide technical guidance in activities associated with the identification, prioritization, and resolution of hardware, printer, network connectivity, reported via telephone, email, chat or incident tickets
• Provide a positive customer experience for local and remote staff seeking technical support or training
• Complete assigned tasks in our incident and service request tool
• Recognize incident trending for escalation to problem management
• Set up user accounts, regulating and monitoring file access to ensure confidentiality and proper use
• Quickly gather information and escalate complex issues to next level support teams or triage team as outlined in Major Incident guidelines
• Follow all guidelines in our service & operating level agreements as well as operating procedures
• Responsible for ensuring the protection of corporate data against unauthorized disclosure, accidental or intentional loss of data, or unauthorized modification. Uses encryption technology and information technology security research
• Instructs users in the use of personal computers and networks
• Participates in after-hours on-call support to respond to critical events or requests
• Follows all guidelines in our service & operating level agreements as well as operating procedures
• Receive incident and request reports from users
• Create tracking tickets for all reports
• Triage trouble tickets; resolve or escalate as required
• Serves as the point of contact for obtaining all needed details and troubleshooting hardware, software, PC, printer and application problems
• Troubleshoot and attempt to resolve trouble tickets related to technical difficulties with hardware, software, and the network in accordance with established SLAs
• Complete basic network mapping and access control requests in accordance with SLAs
• Configure and setup new networking equipment
• Enrolled in an intensive college MIS/ IT program
• Knowledge with server platforms
• Experience and/or knowledge with server and storage technologies
• Knowledge of Networking technologies, protocols and standards
• Effective written, oral and interpersonal communications skills
• Working knowledge of Windows 7 for Desktop and Laptop PCs
• The ability to work 15-20 hours during the school year and full time during school breaks is preferred
• Technical aptitude and problem solving ability
• Knowledge of Microsoft Windows 7, Office 2010 Suite and network printing
• Troubleshooting and analysis skills of laptop and desktop hardware
• Ability to follow oral and written instructions
• Ability to lift up to 50 pounds
• Must have experience setting up new computers in a corporate environment
• Tests and analyzes new technology to improve organization’s computer environment
• Provides complete documentation for all production services including: hardware configuration, OS service pack updates, application software updates and service packs, flash BIOS updates, and disaster recovery procedures
• Provides support to desktop specialists and assists in carrying out company objectives including hardware and software rollouts
• Completes additional assignments as assigned
• Responsible for the ongoing maintenance and future planning needs of the company’s desktop environment
• Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency
• Evaluate applications and software patches for desktop applications to see if they will solve desktop issues
• Image PC's and MAC's
• Working Knowledge of Active Directory
• Support Triage steps to determine User, PC, Network, or Application problems
• Monitor, update, and manage a ticket queue with the goal of resolving issues within agreed SLA’s
• Comfortable supporting mobile hardware (iPad, iPhone, Android)
• Management and tracking of inventory through the full Asset Management Life Cycle
• 3+ years hand on desktop support experience in a busy IT environment
• Experience in remote PC fault diagnosis/troubleshooting
• Strong troubleshooting skills with PC hardware
• Knowledge of Active Directory, Microsoft Exchange, Windows XP/Vista/7/8/2008/10, Office 2003-2013, O365, Citrix, Terminal Server, Backups, Printing, Symantec Antivirus & Encryption, VPN
• Excellent communication and documentation skills are essential
• Must have 1-2 years experience providing hands on technical support in a multi-user environment
• Previous IT consulting or helpdesk experience preferred
• Ability to provide a high level of Customer Service
• Strong problem resolution and analysis skills
• Able to adapt easily and multi task
• Attention to detail and accuracy a must
• Asks pertinent questions via email and phone conversations with customers working and having issues with EIS, Teacher Dashboards, and other tool sets
• Exercises independent judgment in resolving and routing incidents and requests
• Documents applicable issues with EIS and Teacher Dashboards and the troubleshooting procedures for resolution
• Handle roughly 100 tickets a week
• Application support for Department of Education - Supporting educators for statewide applications
• Email and phone support
• Heavy emphasis on application support. Working on a service desk
• Will work closely with senior support reps and application development
• Typical issues include but are not limited to application support, password resets, reporting, education, and instruction
• Troubleshooting day-to-day PC, phone, and wireless issues
• Installing the standard setup on new PCs
• Unpacking and installing monitors, printers, PCs
• Documenting infrastructure, processes
• Assisting users during office moves
• Researching and testing new technology
• Assisting users with equipment and software operation
• Working with outside tech support to troubleshoot issues
• Managing IT inventory
• 3+ years of Desktop Support experience in a manufacturing/ industrial environment (No corporate office experience allowed)
• Troubleshooting Windows 7 (software) and troubleshooting hardware (printers, scanners, label printers)
• Experience working with a ticketing system (ex: knowing what ticket has been aging the longest and how to prioritize tickets)
• This will be a 10am - 7pm shift*
• Completion of secondary education
• Minimum 2 years supporting end users
• Minimum 2 years working with desktop computers and peripherals
• Familiarity with Windows operating systems and user support, especially Windows 7 as well as Microsoft Office
• Technical, analytical and interpersonal skills required
• Excellent organizational, troubleshooting, and problem solving skills
• Aid in upgrade of Windows 7 to Windows 10
• Swap Windows 7 for Windows 10 PCs (Knowledge of migrating user profiles/data to new pc)
• Basic understanding of Active Directory (create accounts/security groups/logon batch files)
• Basic understanding of Network shares (assigning permission through security groups)
• Basic knowledge of Exchange (create email accounts/distribution groups/PST archives)
• Troubleshoot Microsoft Office Suite/ Upgrade Office Suite
• Upgrade McAfee anti-virus to End Point Security (this would be a great plus)
• Assist with office moves and equipment relocation
• Assist with setup of new hire equipment and software configurations
• Shadow technicians at all Arthrex sites to assist with resolving work orders
• Build of equipment including laptops and desktops
• 5 years experience with Wireless network support. Wireless connectivity and VPN troubleshooting
• 3-5 years of Windows experience. Current state is Windows 7 and 10
• Good hardware knowledge/troubleshooting on PC's, Laptops, and printers/copiers
• Knowledge of Ghost Imaging software
• Active Directory
• Windows XP, 7, 10
• Remote software
• VPN Software
• Imaging, installing, configuring and maintaining desktop and laptop PCs and peripherals including multi-function printers, scanners, etc.　
• Installing and configuring application software and upgrades　
• Troubleshooting and repairing desktop hardware and network connectivity issues　
• Removing old equipment　
• Hauling computers and printers throughout the shipyard and offsite location　
• Resolve issues with printers, scanners and multi-function devices
• Experience with Microsoft Windows 7/10　
• CompTIA or Microsoft related certifications　
• Experience deploying computer images　
• Demonstrated ability to work on projects in a team environment as well as individually　
• Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment
• Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications
• Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues
• Train users by instructing them on the technical aspects and use of standard software packages and/or hardware peripherals
• Work independently to troubleshoot all support requests and follow escalation policies
• Provide support to all business users
• Responsible for tracking software and hardware inventory per company policies
• Windows Administration - Terminal Services, Active Directory, Group Policy and tools from2008, and 2012 server, DFS Service
• Operating Systems – Windows 7 to 8.1 and Windows 10 (preferably)
• Windows Imaging - SCCM 2012, MDT, WDS
• SCCM – Operating system deployments, Application and Security Patch Deployment, Troubleshooting
• Office Suites - Microsoft Office Suite - Office, Word, Access, Excel, and PowerPoint, Office 365
• Good knowledge on ticketing and monitoring tools (preferably service now)
• Good knowledge on ITIL Processes
• End User computing skills – troubleshooting issues with desktops, laptops, Tablets, Printers etc
• Proven experience in providing desktop and user support for a large network of Windows/Macintosh based computers. Including peripherals and associated mobile devices
• Experience with providing network security including providing patches, anti-virus software, firewalls and password protections, eliminating unnecessary services, minimizing unencrypted authentication
• Experience and knowledge of Apple hardware and software, Windows Servers and enterprise level storage products
• Knowledge of networking and security including TCP/IP, AFP, SMB, NFS, SFTP, SCP, SSH, SSL, OSI layer model
• Knowledge and ability to provide support of various software packages including Filemaker Pro, JMP, MS Office, EndNote, Adobe CS
• Knowledge and experience of various printer models
• Ability to troubleshoot problems under pressure
• Ability to work and communicate effectively with faculty, staff, and graduate students. Proactive and responsible with good follow-up and customer service. Ability to work alone and in a team environment
• Experience with WSUS, SCCM and Casper
• Knowledge of shell scripts, applescript and command line file editing. Including but not limited to file ownership and permission modifications, umask, location of various setting files under Windows and OS X
• Knowledge of backup models and schedules including retrospect, crash plan pro, backup-exec, time-machine and rsync
• Coordinates and Client End User on expectations and availability to conduct Managed Client Services
• Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site
• Serves as an entry point to develop technical and customer skills to grow into broader and more challenging field services roles
• Basic installation and maintenance to technical products
• Follows predefines procedures and tasks in everyday activities
• Work is regularly reviewed by a more senior level technical specialist
• Will be working in a clinical area and providing support for clinical applications
• Able to comprehend and follow verbal and written technical instructions and scripts
• Physically able to lift and move Enterprise and Client technology hardware in our customer environments
• Windows migration experience
• Clearable to a public trust
• Car/Driver’s License
• PC/Network systems support – first & second level, remote and onsite
• Troubleshoot client / server communication issues, service failures
• System implementation and support
• Incident and Problem management as defined by Service Delivery Manager
• Answering emergency calls for assistance in rectifying system malfunctions
• Proactively identify, plan and implement/escalate maintenance activities
• Backup and Disaster Recovery activities completed to schedule/process
• Quality delivery of baseline support and work packages on services and projects
• Other project specific deliverables
• Conduct client site visits at remote locations (within NSW) on a monthly basis as required. Likely to be only a few days per month. Vehicle provided
• Understanding of ITIL methodology
• Mobile device and tablet support experience
• Exchange/Active Directory/File Share management. server support experience beneficial
• IT degree and/or Microsoft qualifications preferred
• Australian citizenship to obtain security clearances (preferred but not essential)
• Administer desktop computers, printers, network equipment, phones, software deployment & workstation security updates
• Maintain & manage IT inventory levels & preparation
• On Board new users with associated account(s) creation, required hardware setup & introductory training
• Develop tailored training material and conduct training sessions with new and existing employees
• Assist with IT Departmental projects, network wiring, & equipment installations
• 5+ years of Desktop Support experience
• SCCM - new package builds, patching, and security updates for various O/S (operating systems)
• Windows 7/10 and MS Office Support
• Network/connection troubleshooting
• Typically has 6 or more years of consulting and/or industry experience
• Ability to work independently and autonomously
• Able to direct multiple team members towards deliverable and milestone objectives with confidence
• Experience supporting desktops, laptops, thin client, and zero client hardware as well as Windows 7 and Server 2008r2 / 2012r2
• Base knowledge of support of VMWare View and Citrix Presentation Server required
• Required Certifications
• May direct and distribute work each day by checking queue of tickets and assigning the incidents and/or moves/changes to the relevant Team members
• Coordinates Moves, Adds, and Changes to support complex LAN&WAN networks, including configuration, training, installation, maintenance, support and documentation of hardware/software logs and operating procedures
• Must have: reliable transportation to metro Atlanta areas, valid driver's license and must be flexible to change work schedule during project base work from time to time***
• Oversee requests, incidents and problems, and determine root cause of issues and communicate appropriately to internal and external stakeholders
• Monitor service desk productivity and performance using various tools and reporting methods
• Respond to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution
• Research and identify software & systems malfunctions; 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 modification to reduce user problems
• Install, configure, and monitor the performance and availability of systems
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up
• 1 + years of Desktop Support experience - this person will be doing steady state Desktop Support related work. They will be assisting with a Device Refresh and will need strong Dell HW experience
• 1 + years of experience with Windows 7. Any install experience using an imaging tool like Ghost (any imaging tool experience will work) would be a plus
• Excellent customer service skills are needed - this person will be working with end users. They must also be quick learners who are friendly and work well with a variety of personalities
• 2 + years of Desktop Support experience
• 2 + years of experience supporting Windows 7/10 and iOS
• Strong iOS Support experience
• Configure, install and troubleshoot to ensure basic functionality of employee computer systems- including desktops, laptops, printers, scanners, smartphone devices - among other computer peripherals
• Demonstrated aptitude in the diagnosis, definition, and resolution of computer systems technical problems
• Provide Level 2 technical support for desktop operating systems, virtual desktop systems and related management systems, computer hardware, printers and related peripherals, smartphones and related MDM systems and ensure results are logged in Help Desk tracking system
• Perform entry level LAN network administration and troubleshooting. Duties include patch cable installation; verification and removal of jack-to-hub connections; troubleshooting computer network settings; and troubleshooting and replacement of physical network components such as cables, network interface cards, and Ethernet splitters
• Demonstrated customer service and interpersonal communication skills while working with a wide variety of employees in a dynamic work environment
• Adapt standard operating system and software configurations to changing hardware specifications; research and test new hardware and operating system drivers and patches; and create automated installation routines accordingly
• Perform periodic hardware and operating system maintenance checks and repairs
• Organize and maintain physical inventory in a clean, efficient and cost-effective manner
• Log all equipment moves and reassignments in the hardware inventory database for asset tracking
• Move, pack and ship computers, printers and peripherals to users in local, regional office, and remote and client locations
• Dispose of computers, printers and peripherals in a timely, efficient and cost-effective manner, consistent with department practice and firm policy
• Work with peers and supervisor to develop recommendations for streamlining procedures, standardizing hardware and software configurations, improving training and user communications, and otherwise reducing the volume and difficulty of support incidents
• Maintain department standards for attendance, coverage (including lunch and off-hours), customer service attitude, and volume and effectiveness of problem resolution
• May be requested to perform other related duties not listed above
• Required: Two year technical school certification; or AA degree; or equivalent
• Advanced course-work or vocational training in computer systems or other technical discipline, or one year experience as computer "power user."
• One year experience supporting Windows 7/Window 10 OS, Intel-based computers in small office local area network (LAN)
• Willing to work nights and weekends, as required
• Willingness to travel to meet department support commitments, as required
• Must be able to work in a high stress environment
• Ability to relate to all levels of law firm personnel
• Physical strength and agility to permit the full performance of the duties of the position, including frequent bending, walking and lifting up to approximately 75 pounds
• 2) Experience deploying Windows images to new PCs, Desktops
• 3) Excellent Communication Skills: this person will be resolving issues for Doctors, Researchers, and Students within the PHD/ MD program
• 4) A+ certification or Microsoft certification would be a plus
• Provides PC/Desktop support to users of the NSWC Corona Classified Corona RDT&E Network (CCRN)
• Provides software and hardware installations
• Responsibilities are for maintaining CCRN PCs, setup and support for special events/test events and for completing CCRN Helpdesk Trouble Tickets
• Knowledgeable of computers, various COT/GOTS-developed applications
• Knowledgeable of Microsoft Windows OS including Windows 7, Windows 10 and Microsoft Office 2013
• Experience working with computer hardware, operating system software and desktop applications
• Experience working with classified media and networks
• Skilled in communicating technical information both orally and in writing
• Ability to support, communicate, and liaison with engineers and software developers
• Ability to obtain and maintain a government security clearance
• Advanced Trouble shooting skills
• Experience with Windows 7 and higher
• Experience with Mac OSX 10.8 and higher
• Experience with Basic Networking
• Advanced Skills with Hardware support
• Be able to lift up to 50 lbs. on a daily basis
• Ability to learn by yourself and to teach others
• Ability to work well with executives and company leadership
• Work well with a team and by one’s self
• Professional phone skills
• Some Occasional Saturday work needed
• Experience with VPN
• Willingness to go the extra mile to complete projects
• 1-2 Years of work in a Deskstop support type role
• Experience working in or around a call center
• Experience and expertise with hardware and software troubleshooting
• Experience with Windows environments and machines
• Expertise with Imaging and overall hardware
• Candidate needs to be OK in a manufacturing and plant setting as it will generally be plant support not an office environment
• Flexible to off hours work. The regular schedule is normal daytime hours, however there will be a good amount of overtime and any emergencies at a plant level must be dealt with accordingly
• Interface directly with customers to resolve queries and incidents
• Incident and problem management as defined by the Service Delivery Manager
• Maintain an excellent level of documentation and knowledge base management
• 2-5 years of experience in a commercial IT environment
• Strong experience with end user/mobile device support within a corporate environment
• Demonstrable experience working in a client facing position within an ITSM/ITIL focus
• Drivers licence would be an advantage
• Remote support/tools e.g. Team Viewer, Remote Assistance/MSTSC
• Altiris Package Server for Deployment and Packaging
• Exchange/Active Directory/File Share management support experience beneficial but not required
• Minimum of 1 year experience in providing IT service in a business environment
• Experience with Office 365 and SCCM
• Basic understanding of Active Directory, hardware, operating systems, client side networking
• Knowledge in installing and supporting Microsoft Office products
• Strong organizational, time management and communication skills
• Experience and understanding of delivery quality customer service
• Experience in working with a workstation inventory tool, security patching, and virus protection
• Experience and knowledge in licensing. Software
• ) 3-5 years experience supporting Windows operating systems. They are currently running windows 7-10
• ) 3-5 years experience supporting printers, such as trouble shooting technical or connectivity issues
• Strong technical knowledge with a focus on Microsoft desktop products
• Customer-service attitude
• Fluent oral and written communication skills
• Excellent organizational and documentation skills
• Reliability and personal responsibility
• Ability to work well alone
• Ability to work well as part of a team
• Ability to prioritize multiple tasks in a dynamic environment
• Experience supporting Microsoft Office 2010 & 2016, Windows 7, Windows 10 and macOS
• Ability to manage time effectively
• Ability to manage perception
• Laptop systems
• Wired and wireless networking
• Respond to client requests for hardware and software assistance
• Document ticket troubleshooting and resolution using our ServiceNow ticketing system
• Coordinate with our global team to standardize support for Splunkers in the Tysons office

Related Job Titles

Desktop Support Engineer Resume Example

Home » Resume Samples » Desktop Support Engineer Resume Example

Are you a Desktop Support Engineer by profession and looking for a career change? We have good news for you! use our job-winning professional Desktop Support Engineer Resume Sample template. You don’t have to start writing from scratch. Just click “Edit CV” and modify it with your details. Update the template fonts and colors to have the best chance of landing your dream job. Find more Resume Templates.

Kevin Michael

Desktop support engineer.

I am a young dynamic and well-groomed IT inspired individual with adequate interpersonal skills and the passion and heart for IT.

I believe in growth and excellence and I see this opportunity as a stepping stone to growth and a challenge of my capabilities and strengths as working with people and around people is one of the best attributes of the many I posses

• Troubleshooting proficiency
• LAN aptitude
• Exceptional telephone etiquette
• Hardware upgrades
• Call center experience
• Hardware diagnosis
• Windows XP/Vista
• Application installations
• Peer training
• Testing and deployment

Work Experience

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.G. Software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their it systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

VUMATEL FTTH TIER 1 TECHNICAL SUPPORT TEAM LEADER MANAGER

• Handling escalation and customer complians for support queries and installation
• Compiling daily ad weekly stats for vuma queue
• Compiling daily incident reports
• Coaching and call listening
• Agent quality monitoring and agent monitoring
• Schedule compiling for agents
• Provide efficient and effective
• Support to vumatel fibre clients at all times.
• Proactively monitor and report on network and system outages.
• Troubleshoot, diagnose and resolve networking technologies support queries as well as other third party faults.
• Coordinating with external and 3rd party suppliers/providers to resolve any client issues.
• Logging of all customer queries with their resolution in the support ticketing system.
• Identifying, reporting trends with client queries and escalating to tier 2 for recommendations on a resolution.
• Escalating in a timeous fashion to our tier 2
• Following processes and written instructions to resolve a fault or setup/update a new solution.
• Prioritizing and managing open and pending tickets effectively.
• Available to perform afterhours and standby technical support as and when required.
• Establishing a good working relationship with colleagues, customers, and all isp (internet service provider.
• Assisting in creating, updating and documenting problem resolutions.
• Respond to clients and responding to tickets logged within stipulated service level agreements

TELKOM CUSTOMER SUPPORT

• Providing management information and recommendations or service improvement to customers
• Fault tracking customers queries and incident requests
• Configuring routers wireless and lan network
• Fault logging
• Remote troubleshooting
• Resetting passwords
• Execution on various client 1st line support
• Escalating and breached incidents and update users accordingly
• Working with the telkom systems citrix , unibase , cbs , tango , clarify , ip activator , fam tool , ea tool , timt and irtms ( telkom systems )
• Doing remote test on the voice and adsl lines
• Configuring and activating adsl lines and fibre to the home

N DIP COMPUTER STUDIES (NDCS04)

• Business Organization
• Business Communication
• Business Project Management
• Internet System Administration
• System Analysis
• Structured Programming Methods
• Database Administration
• Practical Business Project
• Enterprise Networking
• Business Systems Design Ii
• Visual Basic.net 1
• Internet And Intranet Security Ii
• Network Support I
• Pc Support I
• Practical Business Project Ii
• Advance Database Management 

Career Expert Tips:

• Always make sure you choose the perfect resume format to suit your professional experience.
• Ensure that you know how to write a resume in a way that highlights your competencies.
• Check the expert curated popular good CV and resume examples

What is the Role of a Desktop Support Engineer?

In the dynamic world of IT, a Desktop Support Engineer plays a critical role in ensuring the smooth operation of computer systems and networks within an organization. This role is the backbone of the IT department, providing vital support and solutions to both individual users and teams.

A Desktop Support Engineer is responsible for installing, maintaining, and troubleshooting hardware and software to ensure optimal workstation performance. They are the go-to professionals when it comes to resolving technical issues, offering support through various channels such as email, phone, or in-person. Their role extends to educating users on how to utilize different software and hardware optimally, fostering a productive work environment. Let’s delve deeper into the nuances of this role, exploring the diverse responsibilities and skills that define a Desktop Support Engineer.

What are the Desktop Support Engineer Job Requirements?

Embarking on a career as a Desktop Support Engineer necessitates a robust foundation in IT coupled with a knack for problem-solving. The job requirements are a blend of educational qualifications and hands-on experience. Here we outline the typical prerequisites for stepping into this role:

• A Bachelor’s degree in Computer Science, Information Technology, or a related field, laying the groundwork for a career in IT.
• Relevant certifications such as Microsoft Certified: Windows 10, CompTIA IT Fundamentals (ITF+), or Cisco Certified Technician (CCT) can be a testament to your technical prowess.
• Experience in troubleshooting and maintaining various operating systems and desktop environments.
• Proficiency in working with different types of computer hardware, peripherals, and software applications.
• Strong communication skills to effectively interact with users and understand their issues.
• A proactive approach to identifying potential problems and implementing preventive measures.

Building a portfolio that showcases your experience in handling real-time issues can be a great way to stand out in the competitive job market.

What are the Responsibilities of a Desktop Support Engineer?

The role of a Desktop Support Engineer is multifaceted, encompassing a wide range of responsibilities that ensure the seamless functioning of IT systems. Let’s explore the core responsibilities that define this role:

• Installing and configuring hardware and software components to ensure usability.
• Troubleshooting hardware and software issues promptly to minimize downtime.
• Performing tests and evaluations on new software and hardware.
• Providing support to users and being the first point of contact for error reporting.
• Establishing good relationships with all departments and colleagues.
• Managing technical documentation and service reports.
• Upholding the company’s privacy policy and ensuring data protection.

Being adept at multitasking and maintaining a calm demeanor in high-pressure situations are traits that will hold you in good stead in this role.

Desktop Support Engineer Resume Writing Tips

Creating a resume that effectively showcases your skills and experiences as a Desktop Support Engineer can be your ticket to landing that dream job. Here are some tips to craft a resume that stands out:

• Highlight your technical skills prominently, showcasing your proficiency in handling various hardware and software systems.
• Detail your experience in troubleshooting and problem-solving, providing examples of how you have effectively resolved issues in the past.
• Include any relevant certifications that attest to your technical knowledge and expertise.
• Don’t forget to mention your soft skills such as communication and teamwork, which are vital in a support role.
• Use keywords from the job description to tailor your resume for the specific role you are applying for.

Remember to keep your resume updated with any new skills or experiences to ensure it accurately reflects your capabilities.

Desktop Support Engineer Resume Summary Examples

Your resume summary is a concise snapshot of your professional journey, highlighting your key skills and experiences. Here are some examples to inspire you:

• “Experienced Desktop Support Engineer with over 5 years of experience in providing exceptional user support, proficient in a wide range of technologies.”
• “Detail-oriented Desktop Support Engineer with a track record of resolving complex issues, enhancing system performance, and ensuring user satisfaction.”
• “Proactive Desktop Support Engineer with a deep understanding of hardware and software troubleshooting, committed to maintaining cutting-edge technical skills.”

Each summary should be tailored to showcase the unique skills and experiences you bring to the table.

Create a Strong Experience Section for Your Desktop Support Engineer Resume

The experience section is where you get to showcase your journey in the IT world. Here, you can detail the roles you have undertaken and the impact you have made in those roles. Let’s look at how you can craft a compelling experience section:

• “Implemented a proactive maintenance schedule, reducing system downtimes by 25%.”
• “Developed a user manual for company-specific software, facilitating smoother onboarding for new employees.”

Remember to quantify your achievements, providing a clear picture of the value you can bring to a potential employer.

Sample Education Section for Your Desktop Support Engineer Resume

Your educational background forms the foundation of your career. In this section, highlight your academic achievements and any additional courses or certifications that have equipped you with the necessary skills. Here is a sample:

• Bachelor of Science in Computer Science, XYZ University, 2018
• Certified IT Professional, ABC Institute, 2019

Ensure to include any relevant workshops or seminars that have contributed to your professional growth.

Desktop Support Engineer Skills for Your Resume

As a Desktop Support Engineer, your skill set is a blend of technical knowledge and interpersonal skills. Let’s categorize them into hard and soft skills:

Soft Skills:

• Communication
• Problem-solving
• Adaptability
• Attention to detail

Hard Skills:

• Hardware and software troubleshooting
• Network configuration
• Operating system maintenance
• Database management
• Security protocols

Highlighting a balanced set of skills can portray you as a well-rounded candidate.

Most Common Mistakes to Avoid When Writing a Desktop Support Engineer Resume

While crafting your resume, it is essential to avoid common mistakes that can hinder your chances. Here are some pitfalls to steer clear of:

• Using a one-size-fits-all resume for all job applications.
• Listing job responsibilities without showcasing your achievements.
• Ignoring the cover letter, which can be a platform to narrate your career story.
• Overloading your resume with technical jargon.
• Failing to proofread, which can result in typos and grammatical errors.

Avoiding these mistakes can help you craft a resume that is both authentic and compelling.

Key Takeaways for Your Desktop Support Engineer Resume

As we wrap up, let’s revisit the crucial points to remember while crafting your resume:

• Emphasize your technical proficiency, showcasing your expertise in various IT domains.
• Highlight your problem-solving skills, detailing how you have resolved complex issues in the past.
• Include a section on continuous learning, showcasing the certifications and courses undertaken.
• Illustrate your interpersonal skills, portraying your ability to work well in a team and communicate effectively.

Finally, feel free to utilize resources like AI Resume Builder , Resume Design , Resume Samples , Resume Examples , Resume Skills , Resume Help , Resume Synonyms , and Job Responsibilities to create a standout application and prepare for the Desktop Support Engineer job interview .

With this comprehensive guide, you are now equipped to craft a resume that truly reflects your skills and experiences, paving the way for a successful career in desktop support engineering. Best of luck!

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