Desktop Support Specialist Resume Samples

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R Altenwerth

Rowena

Altenwerth

12817 Bartoletti Rue

Los Angeles

+1 (555) 154 2681

12817 Bartoletti Rue

Los Angeles

Phone

p +1 (555) 154 2681

Experience Experience

San Francisco, CA

Desktop Support Specialist

San Francisco, CA

Friesen Inc

San Francisco, CA

Desktop Support Specialist

May provide assistance with entry level network tasks such as network server backup rotation, network account maintenance, and activation of data jacks
Assist network support team with all releases following completion of enterprise project work
Monitor and test PC/Mac performance and provide PC/Mac performance statistics and reports
Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products
Work with Network Administrator to troubleshoot network issues
Provide good business management, develops and promotes relationships with both client and other system engineers
Performs continual preventative maintenance, including checking and cleaning of workstations, printers, and peripherals

Houston, TX

IT Desktop Support Specialist

Houston, TX

Dickens and Sons

Houston, TX

IT Desktop Support Specialist

Work incooperation with other IT Services groups, follow processes and use provided tools to provide optimal support for employees
Provide recommendations to improve the support processes or the delivery of customer service
Provide & reinforce customer service expectations when assisting the customer in technical and operational issues
Manage the assigned ticket queue
Follow standards for supported application and workflows
Maintain inventory of assets, as directed by management
Other project assignments as directed by the field project management team

present

Chicago, IL

Senior Desktop Support Specialist

Chicago, IL

Lang, Macejkovic and Brakus

present

Chicago, IL

Senior Desktop Support Specialist

present

Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
Troubleshoot and replace laptop and PC hardware such as DVD-Rom, hard drive, floppy drive, motherboard, power supply, computer fan, NIC, monitors, LCD screens, and warranty repairs
Participate in IT Support queue which will result in assigning and prioritizing open issues
Manage customer issues and requests by creating, tracking and documenting technical solutions
Build\deploy new workstations (desktop & laptop PC's)
Install\upgrade hardware\software on Windows workstations
Maintaining, troubleshooting, and repairing desktop computers, laptop/notebook computers, printers, peripheral hardware and software

Education Education

Bachelor’s Degree in Computer Science

University of Memphis

Bachelor’s Degree in Computer Science

Skills Skills

Highly motivated and able to work independently or as a member of a teamProficient with Microsoft Word and other applications in the Microsoft Office suite
Solid organizational skills, detail oriented, and ability to work in multi-task working conditions with minimal supervision
Detail oriented, highly organized, and able to handle a variety of tasks in an efficient manner
Good communication skills, able to communicate in a professional and friendly manner with co-workers and customers
Possess a strong technology background with the ability to execute a task or project to completion
Self-starter, energetic, good people/communication skills and ability to prioritize workload
Detailed-oriented and be able to handle a variety of tasks in an efficient manner
Strong working knowledge of Windows 7, and MS Office 365
Self-starter, energetic, strong organizational skills and ability to prioritize workload
Able to communicate in a professional and friendly manner with co-workers and customers

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Desktop Support Specialist Resume Examples & Samples

Setup and upgrade computer systems in a networked environment with minimum end user interruption
Efficient installation and configuration of software as well as troubleshoot and repair malfunctioning software in a Mac and Windows environment
Properly integrate devices such as printers, networks, scanners, and digitizing tablets with Linux, Macintosh and Windows systems
Troubleshoot and repair, or arrange for repair of, defective computer equipment
Identify and recommend solutions to technical issues as needed
Plan, develop, and maintain individual project schedules

Desktop Support Specialist Resume Examples & Samples

Provide quality desktop support to all departments within the firm including satellite offices (travel not required)
Support end-user network connectivity including application, intranet and internet connectivity
Support wireless devices (Smartphones)
Pc moves and changes
Utilize trouble ticketing system to create, track and resolve end-user support issues
Work with systems administrators to support end-user connectivity to server and network infrastructure
Work with application development staff to support end-user access to corporate applications
Participate in an on-call rotation to support production environment
Upgrading Microsoft operating systems
Familiarization with active directory usage and configuration
Network printer installations and troubleshooting
Configuring user accounts
Ability to provide clear and simple explanations and work closely with users to develop solutions to their computer issues
Assist network support team with all releases following completion of enterprise project work
Able to move 50lb boxes upon delivery of inventory
Bachelors or Associate degree in computer science, or related experience and/or training; or equivalent combination of education and experience
Current MCP and 3-5 years of experience working on a helpdesk or in a desktop support capacity supporting desktop applications, hardware and peripherals
Advanced experience in Microsoft Windows 7/8, MAC OS, and Office 2010 applications
Typical end-user hardware including Dell Systems and common, name-brand peripherals
Working familiarity with Active Directory, Microsoft Exchange, SQL server, Microsoft and non-Microsoft servers and infrastructure technology
Communication skills: strong presentation, communication, and facilitation skills (oral and written)
Ability to work effectively with clients and team members
Must have the ability to work in the US without immigration sponsorship

Level Desktop Support Specialist With German Resume Examples & Samples

Remote investigation, resolution and escalation of all Incidents affecting the users' desktop
Ability to diagnose and resolve software issues
Liaise with third-level support groups when additional support/advice/escalation is required
Work closely with Global Service Desks to continuously improve/promote L1 resolution
Support all ITIL processes, in particular the Incident and Problem processes
Support all ITIL processes, in particular the Incident and Problem processes Requirements
Fluent written / spoken English and German. One of the following additional languages welcome: French, Italian
ITIL v3 foundation
Enjoys to provide remote support by phone

Desktop Support Specialist Resume Examples & Samples

Hardware support: Computer troubleshooting, setup, moves upgrades and repairs for Windows and Mac Desktops and laptops
Creating and maintaining computer images and installation procedures/scripts
Software installation, upgrades, and application support for: Microsoft Office 2010, 2011, and 2013 as well as Adobe’s Creative Suite programs--Photoshop, Illustrator, InDesign, Dreamweaver, Acrobat
Outlook Email support: Account setup, distribution group management, archiving and password resets. Support iOS and Android users
First line network and printer problem response, including account creation in Active Directory, and password resets
Shoretel telephone support including phone set-up, moves and voicemail password resets
Working with the Network Administrator to resolve complex problems
Helping our Training Specialist develop material for common issues
Maintain accurate inventory records by location and legal entity of all hardware/software purchases
Assist in the procurement of hardware/software, building relationships with preferred vendors
Flexibility and dedication to success in a fast-paced, highly dynamic international environment
Commitment to growth and self-development
Hands-on experience supporting Windows 7/8 and Mac OS x 10.6+ in an environment of at least 50 computers authenticated and managed by Active Directory
Experience supporting Microsoft Office 2010/2011/2013 on both Windows & Mac
Excellent written verbal communications skills and demonstrate attention to detail
Fluent in Dutch and English

IT Desktop Support Specialist Resume Examples & Samples

Ensure each request is properly logged, worked, tracked, updated, and closed using internal help desk application in accordance with the prioritization timeline requirements established by management
Identify, troubleshoot, and resolve hardware and software problems; provide problem tracking and trend analyses; perform problem escalation, when required, in accordance with policies and report urgent problems to lead immediately
Help users with systems authentication/logon issues and procedural requirements for saving data/files and demonstrate use of various hardware devices and software applications as requested by the end user community
Install and configure new/replacement hardware and software, as needed. Install, set-up, maintain, and/or relocate hardware, applications, software patches, and security patches. Ensure all computer systems are in compliance with the Standard Desktop Configuration (SDC)
Repair minor hardware problems including, but not limited to connection problems, replace/repair cables, printers, keyboards, mice, monitors, video cards, printers, networking equipment and other replacement parts as needed
Place warranty calls to applicable vendors and track repair status to ensure warranty work is completed and devices are promptly returned to service
Inform users of system outages via e-mail, phone, desktop notice software or overhead pages
Maintain inventory of assets, as directed by management
Support various teams across the company
Minimum 2 years of Help Desk support experience preferred
Knowledge of MS office products and multiple operating systems
Experience with software and hardware configuration and installation
Experience trouble shooting basic computer and network issues
Working knowledge of mac computers
Experience trouble shooting photo editing software "photoshop"
Working knowledge file transfer programs
Troubleshoot file naming issues, image transfers, etc

Desktop Support Specialist Resume Examples & Samples

The application of systems analysis techniques and procedures to determine hardware, software, network, or system functional specifications
The design, development, documentation, analysis, creation, testing or modification of computer systems or programs, including prototypes, based on and related to user or system design specifications
Work with leads in evaluation of new tools, devices, software and projects
Assist experts from parent and sister companies, and industry experts on solutions for new initiatives
Respond to help desk tickets, including design and development of solutions, while acquiring necessary knowledge as necessary
The application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications
Support Benefit user’s computer systems (Mac and PC) and software at the desktop level. Provide Tier 1 Boutique hardware, POS system and related processes
Coordinate vendor installation and advanced troubleshooting. Ability to track and maintain Help Desk database and proactively work with staff on problem resolution
Analyze & resolve user problems with Desktop systems (Mac and PC) and software both desk-side and remote
Install and configure desktop and laptop systems
Ability to analyze issues related to the Boutique Retail & POS HW and SW
Ability to document procedures and Help Desk processes
Ability to interact with a various professionals and personalities in a professional manner
Respond to after-hours pages and support requests, as needed
Some travel to support boutique openings
Other duties as assigned by management team
Proactively design and suggest solutions to technology issues
Remote support using utility software packages
Computer Assembly and setup
Hardware and Software Installation
Macintosh OSX
Mobile Devices including iOS / Android
MS Office Suite
Adobe Suite
Help Desk CRM Software
Retail Support Background
Scripting and Programming skills
2+ years in IT systems support in a Microsoft and/or Apple technology environment
Bachelor’s degree from an accredited college or university

Help Desk / Desktop Support Specialist Resume Examples & Samples

Provide first and second level contact and problem resolution for all users with hardware, software and applications problems
Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
Support provided over the phone, remote control tools and on-site
Assign users and computers to proper groups in Active Director
Review and update Help Desk documentation as assigned
College Degree in Information Systems, Business, Communications or related field
Solid customer service skills $

Desktop Support Specialist Resume Examples & Samples

Systems Administration: MS Office suite and Windows 7 operating system
MS Active Directory (2008R2), group policies and DFS
Basic network troubleshooting (IP, DHCP, DNS, etc..)
Remote access setup (VPN/VDI/two-form authentication)
Citrix client setup and troubleshooting
McAfee AV and endpoint security
Windows updates (WSUS)
Workflow and system process monitoring and escalation
PM / Trader / Analyst / Backoffice support: Eze Castle suite
Market Data services – Bloomberg/Reuters/Bridge
OMS – Instinet/Redi-Plus/Passport/TT
Research – ThomsonOne/StreetAccounts/StreetEvents/CapIQ
Advent Geneva
Electra Staars Recon
MS Dynamics / Quickbooks
General management and maintenance: Level 1 desktop support (including remote and VIP users)
Handheld support – Blackberry / iPhone / iPad / Droid (Mobile Iron and BES)
Printer maintenance
IPC Turret and Cisco phone setups

IT Desktop Support Specialist Resume Examples & Samples

2+ years Windows Operating system in an enterprise environment Additional experience with Mac System ideal
Demonstrated expertise with Windows Operating Systems in an Enterprise work environment
Google Apps/Mail knowledge required
Demonstrated experience with successful installation, configuration and support for Microsoft Office Suite of products including Outlook
Demonstrated hardware diagnostic/troubleshooting skills and experience successfully coordinating multiple service providers and vendors to effect repairs
Demonstrated ability to successfully work on multiple, complex tasks and projects
Demonstrated ability to perform successfully on a virtual work team and support multi-site operations
Proven experience working independently as well as the ability to lead others
Demonstrated strong and effective Customer focus and desk-side support skills and experience
Proven excellent written and verbal communication skills
Ability to lift up to 25 kg

Desktop Support Specialist Resume Examples & Samples

Must have a good working knowledge of Blackberries and SMS application delivery
Must understand escalation procedures
Be able to assist and coordinate special projects involving workstation software installs and configurations
Working knowledge of computer hardware to include Dell and HP
Be able to analyze, log, track and resolve software/hardware matters pertaining to network connectivity issues, printer, and other software applications
Perform troubleshooting to isolate and diagnose common system problems
Be able to install, configure, troubleshoot hardware and software for desktop, laptops and other equipment
Perform upgrades to operating systems
Schedule installations and upgrades and maintain them in accordance with established IT policies and procedures
Be familiar with Windows, Microsoft 7 & 8, Office 2010 and know imaging, ghosting and backup procedures
Must have previous work history in working with Macs
Ensure workstation data integrity by evaluating, implementing, and managing appropriate software and hardware solutions
Prior experience in dealing with maintaining Property

Desktop Support Specialist Resume Examples & Samples

Provide integration and management of Apple, Macintosh products; to include the Apple iPhone, within a Microsoft Windows 2000/2003 Server and Active Directory environment
Provide advanced technical assistance via telephone, e-mail, updateable fAQs, and Wikis, with occasional on-site visits to our client’s internal customers
Provide on-call duty rotation and occasional international travel
Assist in the creation and maintenance of technical resource documents and other operational duties within the department
Support the Apple/Macintosh environment and applications
Act as the technical mentor for staff
Be able to provide Enterprise level customer support
Possess the ability to gather information and solve complex problems
Support Mac OS X or related UNIX OS Sys-Admin
Provide excellent analytical and organizations skills
Manage project timelines independently while working within a collaborative group structure. Co-requisite and dependency hardware
Provide knowledge transfer on any and all deliverables that pertain to the IT Mac Support Project to the Cisco PM or designated Cisco employee upon written or verbal request from the Cisco PM
Previous Enterprise level customer support
Must possess the ability to gather information and solve complex problems
5+ years experience support the Apple/Macintosh environment and applications
Previous exerience as a Lead or as the technical mentor for staff
Note: Apple certification is desirable for this position

Desktop Support Specialist Resume Examples & Samples

2-4 years of experience providing helpdesk/desktop support
Ability to work in a fast-paced corporate environment
Knowledge of Adobe Creative Suite, Microsoft Office, and Incident Management software
Basic knowledge of networking as it pertains to all aspects of desktop support
Experience with MAC platforms
Some familiarity with iSeries/AS400 basic administration

IT Desktop Support Specialist Resume Examples & Samples

Deliver IT face to face and/or Phone Support (PC break/fix, OS support, Avaya phone support, Dell device support, printers, desktop applications)
Troubleshoot all problem areas (promptly and accurately), along with providing end-user assistance where required
Abide by the SLAs when providing support for PCs, OS, phones, tablet devices, printers, and desktop applications
Work incooperation with other IT Services groups, follow processes and use provided tools to provide optimal support for employees
Take ownership of user problems and be pro-active when dealing with user issues, maintain a high degree of customer service
Participates in activities of support and work with other IT departments to ensure requests are efficiently prioritized and completed within appropriate timeframes & drive process improvements where needed
Follow standards for supported application and workflows
Able to manage workload with minimal supervision

Desktop Support Specialist Resume Examples & Samples

A+ and Network Security certifications
Proficient in MS Windows operating system, MS Access, and MS Office (includes 2010)
Knowledge of applications for report development, data analysis, content & document management

Desktop Support Specialist Resume Examples & Samples

7+ years of experience in a high-paced Technical Support environment
Good knowledge of, and experience with, Windows XP/7/8, and Office 2007/10/13 is required to support the company standard of using the Microsoft family of operating systems and products
One or more IT related Industry Certifications, training, or equivalent job experience is a plus (e.g. ComTIA, A+, MCDST, CCNA)
Basic understanding of WAN / LAN infrastructure, SAN technologies, and Windows servers (Active Directory) and messaging (Exchange)
Solid organizational skills, detail oriented, and ability to work in multi-task working conditions with minimal supervision
Exceptional analytical skills with demonstrated ability to be proactive in problem resolution for a production environment

Desktop Support Specialist Resume Examples & Samples

4+ years of experience in an enterprise supporting LAN/WAN/VPN/Wireless infrastructure environment that has both office based and remote end-users
Experience meeting all the IT needs of a local office from new hires, adds/moves/changes, level II troubleshooting, and being the face of MIS globally
Familiarity with LAN/WAN components and protocols: TCP/IP, DHCP, DNS, switches, routers and wireless connectivity
Familiarity with cable/DSL broadband connectivity
Rollout experience of large Windows upgrades
Solid analytical and problem-solving skills
Degree in Computer Science or Information Technology
CompTIA A+ or MCP certifications
Previous experience with Check Point Mobile

Senior Desktop Support Specialist Resume Examples & Samples

Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
Troubleshoot and replace laptop and PC hardware such as DVD-Rom, hard drive, floppy drive, motherboard, power supply, computer fan, NIC, monitors, LCD screens, and warranty repairs
Participate in IT Support queue which will result in assigning and prioritizing open issues
Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems. When appropriate, determine appropriate group for escalation
Manage customer issues and requests by creating, tracking and documenting technical solutions
Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks
Build\deploy new workstations (desktop & laptop PC's)
Install\upgrade hardware\software on Windows workstations
Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate group for escalation
Maintaining, troubleshooting, and repairing desktop computers, laptop/notebook computers, printers, peripheral hardware and software
Configuring and installing operating systems, desktop applications, and network software
Providing user support and problem resolution for desktop computers, network access, E-mail, Web, and server based applications
Testing and evaluating hardware and software to determine efficiency, reliability, and compatibility with existing systems
Training users on proper network, workstation, PC, and software/application use
Providing technical input to policies/procedures for installation, use, and maintenance of computers, networks, and peripherals
Operating, maintaining, and troubleshooting network server hardware, operating systems, and application software
Create domain users and assign rights to applications and systems
Apply Windows updates to both desktops and servers using MS SCCM
Developing computer operations policy and procedures
Recommending hardware and software for purchase

IT Desktop Support Specialist Resume Examples & Samples

Manage user email account creation for new hires and deletions upon termination
Maintain lists of user email accounts
Perform user email password resets
Operating system and application installation, troubleshooting, and support
Installation and upgrade of new and existing computer equipment
Troubleshoot and support of MS office products, multiple operating systems, and hardware problems
A minimum of 3-5 years experience in a Technical Support or similar role
Experience in frontline user support

Desktop Support Specialist Resume Examples & Samples

Ability to manage time effectively, be motivated, reliable, and a self-starter
Familiar with the following applications: Adobe design suites (Photoshop, Illustrator, Acrobat), MS Office including Outlook, Lotus Notes, Cisco VPN Client, Cisco AnyConnect, and/or Incident Management software
Experience within a MAC environment
Some familiarity with iSeries\AS400 basic administration

IT Infrastructure Level Remote Desktop Support Specialist Resume Examples & Samples

Maintain high-quality incident data, recorded into Incident Booking system
Manage production incidents from inception to resolution
Communicate with users requesting support
Embrace the culture of end to end ownership
Aim for ultimate service excellence
Bachelor’s degree or equivalent work experience.In-depth and excellent support knowledge of Microsoft Office, Internet Explorer, Lync and Windows 7
Excellent problem solving and diagnosis skill
A passionate interest in IT
Knowledge of Active Directory and group management
Knowledge of scripting tools and automation would be a advantage
Understanding of Automated Software Deployment for Enterprises, access management
Distributing, installing, updating and uninstalling software applications. Analitical skills to troubleshoot process
Excellent verbal and written communication skills in English. German, French or Italian would be an advantage
Ability to recognize priorities and manage client’s expectations
Proven extensive experience of supporting an end user environment

Desktop Support Specialist Resume Examples & Samples

Perform software install pushes using remote access tools
Effective utilization of collaboration tools (i.e. Instant Messaging, Outlook, etc.)
Voice/phone/trader turret support
Identifies persistent problems, escalates when needed and document solutions
Leading & participating in project rollouts, moves co-ordination, technology upgrades, new installations, building power-down, disaster recovery, service improvement, control and cost initiatives
Applies product/industry/market/functional/technical knowledge to produce value-added results that contribute to business solutions
Uses independent judgment to solve problems/issues against appropriate service levels and performance indicators
Understands risk to the environment and assesses if the controls and metrics are adequate in reducing risk
Manages operational risks, by recognizing gaps in technology and process, developing solutions and escalating issues to management
Meets all agreed service levels and metric targets for role put forth for measurement
Demonstrates leadership assessing and balancing individual skill set against duties assigned and seeks opportunities for improvement to be more productive
Accepts responsibility for actions of self and others through positive feedback and recognition on a regular basis
Seeks opportunities to help set direction or solve key problems escalating appropriately when necessary
Demonstrates a personal commitment to work and to the team; influences and motivates others to accomplish goals

Desktop Support Specialist Resume Examples & Samples

College diploma or university degree in the field of computer science and/or 3 years of equivalent work experience
Working technical knowledge of PC and platform operating systems, including MS Office, MS Windows Server 2008/2012
Working understanding of systems software, network protocols and standards, including firewalls, Active Directory, MS SQL and MS Exchange
Hands-on software and hardware troubleshooting experience

Desktop Support Specialist Resume Examples & Samples

Provide day-to-day technical desktop support for the company’s VFX artists on Linux, OSX and Windows workstations and laptops
Identify and resolve all workstation and laptop issues, including those related to hardware, operating systems, and software applications
Troubleshoot hardware issues for all workstations, laptops, monitors, design tablets, and printers
Ensure all system manuals and relevant documentation are kept updated and organized
Create system manuals and documentation as required

Desktop Support Specialist Resume Examples & Samples

Basic Windows 7 knowledge
Experience with PC Support
Printer and Copier Jams and resolution knowledge
PC deployment knowledge
Mouse and Peripherals knowledge

Desktop Support Specialist Resume Examples & Samples

Maintain, analyze, troubleshoot, deploy, and repair PC and Mac computer systems, hardware and computer peripherals
Troubleshoot and resolve end user issues
Must create a high level of user satisfaction through accurate and timely follow up, strong technical skills, good customer communication and relationship building
Frequently work with and troubleshoot the following
Quickly and correctly diagnose and fix a wide variety of IT computer related issues
Build a computer according to customer specifications in two hours
Strong Analytical, Logical and Problem Solving abilities to follow through and document issues as well as resolutions
Customer focused with strong interpersonal skills and ability to interact favorably with a wide variety of people
Highly organized; ability to multi-task and handle multiple desktop issues in progress
Self, independent and a team player
Effectively prioritize and execute tasks in a high pressure and fast paced environment
Absorb and retain information quickly
Lift up to 50 lbs
Strong familiarity with the folloing

Senior Desktop Support Specialist Resume Examples & Samples

Under limited supervision and direction, provide second-third level end-user PC/MAC support
Performs configuration/ installation and troubleshooting of PC/MAC hardware and software, including laptops, desktops, tablets, printers, messaging and mobile devices such as smartphones, iPads and MIFI
Install, configure, and troubleshoot Windows and MAC based operating systems, Microsoft Office & Outlook products and provide application support to end-users, including the backup, recovery and migration of end-user data
Supports hardware and software testing
Diagnose software and hardware errors and compatibility issues
Provides end-user training and knowledge documentation
Provides remote PC/MAC support. Provides status reports, incident and problem summaries, and project statuses as required
Provides desktop support for hub locations and remote offices
Liaise with 2nd-3rd tier teams to ensure timely resolution of complex end-user IT issues and incidents, to ensure agreed to service levels to the business are met
Manage small scale projects from assessment to implementation
Carry out the coordination and implementation of various rollouts (version upgrades and patch management) of applications, hardware, and operating systems
Provide event and crisis management support as necessary
Provide a high level of customer service while working in a dynamic complex environment
Interacts with business end-users, Integrated Service Delivery Managers, IT Information Security, technology stack management, vendors, technology providers, and engineering teams
Receives little instruction on day-to-day operations and general instruction on new assignments from Service Desk management
Assists and trains lower-level associates on incident management & resolution
Ability to handle heavy volume of equipment deployments and collections
3 or more years Desktop Support experience
Proven ability to work independently on moderately to complex problems
Able to perform with little instruction on day-to-day operations and general instruction on new assignments from management
Experience with deploying and collecting equipment from end user base
Workload may consist of 100-200 deployment/collection tasks and/or 25-30 desktop support incidents weekly
SCCM experience
BS / Master’s Degree (MS) or technical institute degree / certificate in Computer Science or the equivalent combination of education, technical designations and work experience
Approximately 5 to 7 years of related experience in IT functions
Strong knowledge of IT engineering and its role in supporting business applications
Responsibilities more heavily weighted toward analytics than operations
Familiarity with Service Now and Maximo
Practical experience of project management disciplines. Executive Support a plus
ITAM inventory management experience
Possess a friendly, can-do and mature attitude

Vancouver Desktop Support Specialist Resume Examples & Samples

Participate in twice weekly moves of ILM & Lucasfilm staff
Build and deploy Windows and Linux machines for ILM new hires
Process machine pull backs from exited users
Assist with other IT tasks such general cleanup, system lifecycle activities and organization
Participate in software investigation project requiring attention to detail and ability to focus on large spreadsheets for extended periods of time
Assist with Client Service projects or tasks as needed

Desktop Support Specialist Resume Examples & Samples

3+ years of related IT experience
A+ certified
Strong interpersonal skills $

Desktop Support Specialist Resume Examples & Samples

3+ years’ experience in asset management IT
Ability to prioritize tasks based on importance
Strong communication skills $
Programming and coding experience
Cyber Security experience
Experience at a small firm

Desktop Support Specialist Resume Examples & Samples

Level 1 & 2 Support in a Windows 7 Professional Service Environment
Previous experience with Active Directory, MAC, VPN, and Windows
Sense of urgency when it comes to supporting users

Senior Desktop Support Specialist Resume Examples & Samples

Provide IT desktop support for the Microsoft Windows, Macintosh, Mobile devices and other emerging technologies
Work closely with internal support teams within central IT organization (GBTS) like Desktop, Networking, Voice technology, Technology Procurement and the Internal Security Office (ISO)
Essential training specific to Prudential's environment will be provided where necessary to supplement these skills
Set up of workstations for incoming groups of employees working on a variety of different Business unit platforms
5 years desktop and application IT support experience
Strong knowledge of supporting both Windows desktops / laptops, Virtual Desktop Infrastructure, as well as Apple products like Mac, iPhone and iPad
Ability to manage multiple requests simultaneously
Ability to partner effectively with colleagues across multiple business groups, corporate areas, as well as external partners
Highly motivated, conceptual thinker who is able to work independently or in a team
Ability to demonstrate strong customer service skills
A diploma / degree in a IT or Business discipline OR equivalent relevant experience

Desktop Support Specialist Resume Examples & Samples

Bachelor’s Degree related to Computer Science or Information Systems 1+ year of work experience in related fields, or a High School Diploma/G.E.D. with 4+ years of work experience
Knowledge and experience working with Microsoft desktop/laptop systems, Windows 7, Windows 8 and Microsoft Office Suite 2010 or higher
Strong experience in support and troubleshooting a Desktop Support environment with knowledge of local area networking, copper and fiber wiring and network switches and routers
Familiarity with Active Directory

Desktop Support Specialist Resume Examples & Samples

Proven experience with Windows 7/XP, MS Office 2013, MS Outlook 2013, Symantec Ghost, IOS
Familiar with the following applications: Adobe design suites (Photoshop, Illustrator, Acrobat), MS Office including Outlook, Lotus Notes, Cisco VPN Client, Cisco AnyConnect, Incident Management software
Basic knowledge of networking as it pertains to all aspects of desktop support: TCP/IP, DNS, DHCP, Wireless configuration(802.11x)

Desktop Support Specialist Resume Examples & Samples

0 to 2+ Years experience
CompTIA A+ Certification is preferred
Dell DOSD Certification Desktop
Dell DOSD Certification Laptop
Dell DOSD Certification Printer
Working knowledge of Windows Operating Systems XP, 7 and Microsoft Office products 2003-2010(Word, Excel, Outlook, Visio, Project)
Excellent organizational, communication, and critical analysis skills
Ability to work with direction of team members and exercise sound judgement to resolve issues

Desktop Support Specialist Resume Examples & Samples

MS Office suite and Windows 7 operating system
MS Active Directory, group policies and DFS
Citrix Receiver setup and troubleshooting
Handheld support – Blackberry / IPhone / IPad / Droid (Mobile Iron and BES)
Cisco phone setups

Desktop Support Specialist Resume Examples & Samples

Microsoft Office Skills
Microsoft Windows OS skills
Microsoft Collaboration Suite knowledge
Knowledge of IBM compatible computers
Working knowledge of computer networking
Ability to work cohesively and effectively with employees at all levels of the organization

Desktop Support Specialist Resume Examples & Samples

Provide accurate solutions to advanced computing problems
Install, configure and maintain computers using Windows XP, Windows 7, Mac OSX, and Windows Mobile operating systems
PC, laptop and printer hardware maintenance, troubleshooting and repair
Responds to questions of users concerning internal technology. Including, but not limited to: Desktops, Laptops, Printers, and connectivity within the PC network
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
Projects a cooperative and positive attitude toward customers, employees, and the Company
Ability to work hours outside of normally scheduled shift with little or no advance notice required
Associate's degree in Computer Science or equivalent from two-year college or technical school; or 2 to 3 years related experience and/or training; or equivalent combination of education and experience
Technical understanding of the Internet, URLs, and email. Experience with various applications including LAN/WAN, Active Directory, networking and Voice over IP
Proficiency with using Windows XP, Windows 7, Mac OSX, and Windows Mobile operating systems
Proficiency with Microsoft Office applications

Desktop Support Specialist Resume Examples & Samples

Dedicated to providing high end customer service with Executive Presence
Willing to go the extra mile to ensure the people for whom we support feel extra special
Should be very technical, but be able to bridge the gap and explain Technology to Non-Technical folks. Be able to effectively Articulate and Simplify technology to the VIPs
Should be able to manage up - VIPs effectively to ensure technology, such as Wi-Fi, iPhones, iPads, computers are synced in and working fine. No job too big or too small attitude
Takes personal ownership over problems. Works with other groups when needed to resolve issues but never loses site that the problem is owned by the technician
Provides technical support for smooth execution of department/companywide meetings, events and conferences
Person should proactively manage any planned changes, upgrades. Inform those who would be impacted, ensure everything is working 100% thereafter
Person needs to be very Strategic with technology, pro-actively come up with suggestions
Assists with managing and developing technology knowledgebase
Trains executives and their assistants on current and future IT applications and devices
Researches and tests potential new software and hardware products with interoperability of existing products
Self-starter / tenacious problem solver
Ability to work on a team or independently
Excellent communication, verbal and writing skills
Ensure that the IT team is consistently projected in a positive light with the business users
Ability to react to high pressure dynamic changing environments
5+ years’ experience working in support of desk side services, experience supporting executive VP level and their assistants preferred
A+ Certification Required
Familiar with ITIL and ITSM
Working knowledge to support internal desktop systems software and hardware, application training, and overall incident ownership and management
Working knowledge with Microsoft Desktop/Laptops, Apple technologies and Devices, and Server Systems

Desktop Support Specialist Resume Examples & Samples

Configures, upgrades, installs and troubleshoots desktop operating systems
Troubleshoots technical issues and ensures that all desktop systems and peripherals are operational
Provides support for network printers and fax machines
Configures and troubleshoots RF Scanners and Label printers
Ensures all LANDesk ticketing system requests are updated with due dates and completed within the stated timeline
Maintains daily check off lists
Provides desktop setup and support
Provides support for report distribution
Available to provide support during facility operating hours, Mon-Sat, 4am to 10pm
Excellent communications and customer service skills
Ability to communicate technical information to non-technical personnel
Ability to configure and troubleshoot RF Scanners
Ability to configure and troubleshoot Printronix Label printers
Ability to support and troubleshoot Windows OS. Technical knowledge of E-mail systems (Exchange, Outlook)
Ability to support and troubleshoot Mac OS X and Apple iOS devices
Able to provide technical knowledge base information to the help desk
Ability to provide help desk support for standard software packages including MS Office products, Adobe products, anti-virus software

Dps-desktop Support Specialist Resume Examples & Samples

Ability to script with Powershell 2.0 or above. Scripting abilities should include validation, editing, input and output, including automation to production systems, specifically Active Directory
Certifications A+ series
Certifications in Microsoft
Certification/classes in SCCM
ITIL Knowledge and ITSM Tools

Desktop Support Specialist Resume Examples & Samples

2-4 years of desktop support experience in a fast-paced production environment
Excellent technical verbal and written skills
Excellent understanding of technology and the role of the client in relation to the larger IT infrastructure
Able to communicate in a professional and friendly manner with co-workers and customers
Self-starter, energetic, strong organizational skills and ability to prioritize workload
Team player that strives to maximize team/department performance
Detailed-oriented and be able to handle a variety of tasks in an efficient manner
Able to manage time effectively, triage and prioritize based on production needs
Able to lift 50lbs on a regular basis
Strong skills in windows and/or Macintosh operating system (OSX)
Familiarity with Microsoft Office, Outlook, and Web Browsers
Remote management and scripting experience helpful

Senior Desktop Support Specialist Resume Examples & Samples

2+ years of Desktop Support experience
Demonstrated passion for Video and/or Audio Engineering Technology
Strong understanding of Adobe Creative Cloud Suite
Basic understanding of Creative applications, such as Photoshop, Illustrator, InDesign and other design tools
Familiarity with VoIP telephony and mobile devices
Familiarity with A/V principles and systems
Strong foundation in networking concepts, including TCP/IP, and functional knowledge of DHCP and DNS
Familiar with role-based administration, least privilege, and other industry-standard best practices
Basic support knowledge of line-of-business apps, including Microsoft Office 365, Active Directory, and remote access VPN Support
Experience with Nuke X, Cinema 4D, Maya 2015, Final Cut Pro, DaVinci Resolve Color Correction and/or Avid Media Composer

Desktop Support Specialist Resume Examples & Samples

Work with end users to identify and deliver required PC and Mac service levels
Liaise with, and provide training and support to, end users and staff on computer operations and other issues
Perform on-site analysis, diagnosis, and resolution of complex PC and Mac problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed
Receive and respond to incoming calls and/or e-mails regarding PC/Mac and/or hardware problems
Maintain inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment
Monitor and test PC/Mac performance and provide PC/Mac performance statistics and reports

Desktop Support Specialist Resume Examples & Samples

Associate's degree in Information Technology, Computer Science, Electrical Engineering Technology, CPT, MIS or related fields
One year desktop support and system administration experience
Experience installing and maintaining hardware, software, ‎and peripheral components of PC (Windows) and Macintosh based workstations including operating system, hardware drivers, and common office ‎automation software
Knowledge of personal computer, network, server and office productivity technologies
Expansive knowledge of one of the following operating systems (Apple and Microsoft Windows), as well as PC hardware networking
Capable of providing quality end-user support and training with patience and consideration of others
Ability to plan, organize and prioritize workloads, manage details of multiple projects simultaneously, and work within a team ‎environment
Ability to complete projects within deadlines
Clear and effective verbal and written communications skills
Good ‎interpersonal skills
Demonstrated ability to troubleshoot hardware and software problems on desktops
Knowledge of computer ‎networking concepts including IP networking and firewalls

Desktop Support Specialist Resume Examples & Samples

Bachelor's degree in Computer Science, Computer Technology or a related field of study
Two years of work experience with a wide variety of computing platforms (PC, Macintosh) in a networked environment
Experience with Windows and Macintosh
Knowledge of Office suite and web based technologies
A+ certification within the first six months of employment
Excellent technical, problem solving, written and oral communication, strong time management and organizational skills
Applicants should have a strong desire to work one-on-one or in small groups with faculty and staff
Strong initiative and desire to provide excellent customer service

Corp Desktop Support Specialist Resume Examples & Samples

Performs new system and peripheral installation, move/add/change and asset tracking
Performs software installation and/or upgrade for operating systems and desktop applications
Investigates user problems, identifies their root cause, determines possible solutions, tests and implements solutions. Provides Tier 2 Desktop Support, handling problems that our Tier 1 or Helpdesk Specialist cannot resolve
Troubleshoots personal computers and applications to identify and correct malfunctions and other operational difficulties. Anticipates desktop system problems and takes measures to avoid problems identified. Documents problems and resolutions for future reference
Maintains confidentiality with regard to the information being processed, stored or accessed by the network. Manages work assigned via the Ticket Tracking system
Develop and maintain IT processes and systems, and ensure adequate level of technical resources to support initiatives
Ensure adherence to all standard work processes, including processes. Develop training materials and procedures, and/or train users in the proper use of hardware and software
Responsible for supporting the execution of relevant projects within assigned area / shift
Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
Maintain an understanding of the PC equipment, identifying potential problems and opportunities. Recommend strategic courses of action, considering immediate and long-term implications, benefits, costs, and risks associated with decision alternatives
Answer users' inquiries regarding computer software and hardware operation to resolve problems
Managing and resolving assigned B/F incidents and Service Requests (Installs, Moves, Adds, Changes) in accordance with established service levels
Updating the Incident Management ticket system with accurate and timely information
The successful candidate will have the following experience or knowledge in the following areas
2+ years setup, configuration, troubleshooting of desktop/notebook hardware and software (Windows and Mac OS)
Windows and Mac OS desktops and notebooks, as well as iOS devices, in a networked environment
Some knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc)
Proficiency in computer troubleshooting
Must have strong computer skills (Excel, PowerPoint, etc.)
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using
Industry best practices and procedures

Senior Desktop Support Specialist Resume Examples & Samples

Under limited supervision and direction, provide second/third level end-user PC/MAC support
Perform configuration/installation and troubleshooting of PC/MAC hardware and software, including laptops, desktops, tablets/iPads, printers, messaging and mobile devices, and MIFI
Install, configure, and troubleshoot Windows and MAC based operating systems, Microsoft Office & Outlook products and provide application support to end users, including the backup, recovery and migration of end user data
Support hardware and software testing
Provide end user training and knowledge documentation
Provide status reports, incident and problem summaries, and project status as required
Provide PC/MAC desktop support for hub locations, and remote offices and users
Coordinate with 2nd and 3rd tier teams to ensure timely resolution of complex end user technology issues and incidents to ensure meeting agreed upon service levels
Manage small scale projects from initial assessment to implementation
Assist and train other associates on incident and problem management & resolution
Deploy and collect desktop equipment from end users
Maintain highly-accurate inventory records
Bachelors’ degree preferred
Five or more years of 2nd and/or 3rd level desktop related support
Two or more years of 2nd level MAC desktop support
JAMF Casper Suite experience
Technology asset management (ITAM) inventory experience
Experience with Service Now or a similar incident management system
Strong written and verbal communications skills, and possess the ability to interface with end-users effectively at all levels of the organization
Possess a friendly, can-do attitude

Desktop Support Specialist Resume Examples & Samples

Provide excellent customer service to Mac and PC users achieving service level objectives for responding to and resolving requests related to: Hardware and software requests and purchases, VoIP and telephony services, account creation and entitlements, trouble-shooting, support and general application or software assistance
Support our Virtual Machine (VM) desktop environment, including servers, network and storage
24x7 IT support for ‘C’ level executives
Technical support for offsite executive meetings
Collaborate with HR and purchasing departments to streamline the on-boarding process
Collaborate with IT Management to ensure conformance to defined standards and principles in a mix of Mac and PC-based systems environment
Initiate improvements to raise the quality and efficiency of service to end users
Relay root cause findings to other IT departments as needed
Team with other IT staff to assist in any type of multi-media support (all hands meetings, HR interviews, board meetings)
4 – 8 years of experience in a technical desktop support role
Previous experience managing a Virtual Machine (VM) environment
Previous experience supporting Video Conferencing infrastructure
Experience supporting computers in a networked environment
Ability to manage and prioritize tasks
Able to lift 50+ lbs
MCSE or similar education (Preferred)

Desktop Support Specialist Resume Examples & Samples

Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security
Daily client interface
Provide complex executive technical support, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies
Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems. Support Desktop and Laptop users and solve the more complex problems with Microsoft and other deployed software
Follow company policy and procedure to continually improve the quality of customer service and technical serviced provided by the Desk-side personnel
Perform analysis, design, and implementation of desktop solutions to fulfill business unit requirements
Associates degree – technical focus
Microsoft certified professional a plus
Windows 7, AV, VPN, Active Directory, VDI knowledge preferred
Ability to multitask in a dynamic environment
Analytical thought process
Fluent in Spanish – written and verbal
Genius Apple Mac Systems experience
VMware provisioning and break/fix support
McAfee Security Suite and encryption break/fix support

Desktop Support Specialist Resume Examples & Samples

A bachelor's degree and 1 year of professional work experience is required
Excellent communication skills, both written and verbal in English and Chinese
In-depth knowledge of Desktop Operating systems: Windows and Linux, Mac are plus
In-depth knowledge of standard desktop software including Microsoft Office (2013/365) & Unified Communications products (Lync / Skype for Business)
In-depth knowledge of desktop and laptop hardware components
Working knowledge of client deployment build technologies and software distribution
Working knowledge of Remote Working / Mobile Computing
Working knowledge of Networking (Wide Area Network & Local Area Network) topology and protocols
Working knowledge of Windows Active Directory Users and Computer
Working knowledge in resolving Virus, Malware and Spyware infections
Knowledge of Audio & Video equipment in combination with communication tools in a conference environment
Customer focus and dedication to customer satisfaction
Experience providing support in a corporate environment, with users in multiple locations
Good technical, analytical, and problem-solving skills
Self-motivated, capable of using own initiative, and able to complete tasks on time
Ability to troubleshoot complex issues related to operating systems and Personal Computer hardware
Ability to identify and implement process improvement
Must work well in an operational and project oriented environment
Ability to maintain calm demeanour under client deadline pressures
Takes ownership for initiatives and actions when something goes wrong and can organize remediation plans

Desktop Support Specialist Resume Examples & Samples

Resolves basic hardware and network problems. May troubleshoot basic software and hardware issues for executive end-users
Escalates and coordinates resolution of basic hardware or networking issues to vendor/suppliers
Provide local and remote (worldwide based) user support
Provide technical direction and guidance for unresolved service tickets
Good communication skills - be able to communicate with ease in front of large audiences of senior IT and communications personnel (written and verbal)
Responsible to ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests
Knowledge of the Microsoft environment, to include Office, SharePoint, Skype/Lync and Windows 7/10
Provide workstation, laptop, and printer hardware and software support/troubleshooting, imaging, and patching
Test and image desktops and laptops using Microsoft Operating System Deployment using the provided images
Maintain and troubleshoot software and computer peripherals
Set up and configure all workstation, laptop, and printer hardware according to Tapestry standards and baselines
CompTIA A+, Network+, Security+,
Familiar with VMWare
Remote Desktop

Senior Desktop Support Specialist Resume Examples & Samples

5 or more years of work related experience required
Enterprise experience in manufacturing environment
Expert knowledge of Windows 7 and 10
Knowledge of MS Office 2016 software suite and MS Project
Expert knowledge of workstation administration and management including imaging
Possesses advanced network support experience to include account administration in Active Directory environment
Support of Engineering activities (hardware, software)
VPN configurations for remote laptop
Active Directory Administration
Symantec Product Suites
CheckPoint Full Disk Encryption
Demonstrate Scripting Knowledge in: PowerShell; AD login script / batch file; PE
Ability to setup and manage mobile devices required (Android, Apple) is required
Required Certifications: MCSE Certified; Comptia A+; Comptia Security+

Desktop Support Specialist Resume Examples & Samples

Daily interface with clients through e-mail, phone, and in-person visits; representing CGI Federal’s interests in all client engagements
Must be familiar with using and managing Windows 7 and Windows 10 operating systems
Must be familiar with all standard Microsoft Office applications
Bachelor’s Degree is preferred
Minimum of two to four years of enterprise experience in commercial or government environment is preferred
MCITP: Enterprise Desktop Support Technician on Windows 7 or MCITP: Enterprise Desktop Administrator on Windows 7 preferred

Desktop Support Specialist Resume Examples & Samples

Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards
Maintains daily tickets and reports to ensure the highest service levels are maintained
Serves as a mentor to lower level helpdesk technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills
Associate’s degree in Computer Technology/ MCDST/ MCTS (Windows 7)/ A+ certification or equivalent work experience in desktop support and customer service environments
Good customer service orientation and appreciation of role

Vancouver Desktop Support Specialist Resume Examples & Samples

Efficient installation and configuration of software as well as troubleshoot and repair of malfunctioning software in a Linux and Windows environment
Manage end user expectations and systems issues using technical and client service skills
Proactively analyze existing processes, identify areas for improvement and propose achievable solutions
Actively participate in ongoing process creation, improvement discussions and projects in both an individual and group setting
Manage break-fix expectations with staff and effectively communicate changes accordingly
Research and recommend hardware and software solutions as needed
Properly integrate devices such as printers, scanners, and digitizing tablets with Linux, Macintosh and Windows systems
Effectively communicate status of issues and projects in progress to concerned parties on a timely basis
Document and communicate system support issues with end users, IT staff, and management
Must be willing to participate in a rotating on-call schedule
Perform special projects as needed

Desktop Support Specialist Resume Examples & Samples

Install software using System Center Configuration Manager (SCCM) / Manual installation
Modify Active Directory user accounts
Troubleshoot SCCM agent issues
Key relationships with MS Server, MS Engineering and Networking teams as well as internal desktop users

Desktop Support Specialist Resume Examples & Samples

Provide quality desktop support to all departments within the firm including satellite offices
Mobile Device Management (AirWatch)
PC moves and changes, data and profile migrations
Assist in managing internal and external video conferencing calls (Tandberg / Cisco) using Cisco TMS
End user training on new hardware and software
Familiarization with Active Directory usage and configuration
Troubleshoot user account logon issues
Able to move 50lb+ boxes upon delivery of inventory
Technology support for daily meetings, some including executive personnel
Minimum 2 years of experience working on a helpdesk or in a desktop support capacity supporting desktop applications, hardware and peripherals. Current certifications preferred
Advanced experience in Microsoft Windows 7/10, MAC OS, and Office 2010/2016
Typical end-user hardware including laptops / desktops and peripherals
Working familiarity with Active Directory, Microsoft Exchange, SQL server, Citrix and RSA
Ability to work effectively with clients and team members (including senior team members) in high pressure situations

Desktop Support Specialist Equipment Systems Specialist Resume Examples & Samples

Documents system configurations and performance statistics
Modifies and/or troubleshoots Apple Mac OS equipment
Researches system/equipment malfunction history
Replaces or repairs worn parts
Coordinates repair and/or maintenance through vendor resources
Provides timely upgrades for assigned user workstations
Identifies equipment for surplus
Ensures that all information, operating systems and other software (including all media) have been removed from equipment sent to surplus
Fulfills departmental requirements in terms of providing work coverage and administrative notification during personnel illness, vacation, and professional absences (including but not limited to)
Experience deploying images and supporting Microsoft Windows in a large networked environment
Experience supporting Mac OS X
Experience troubleshooting a variety of software and hardware issues
Understanding of Windows/Mac network settings including IP addresses, subnet masks, gateways, DNS, and firewall settings
Knowledge of TCP/IP and internet connectivity
Strong understanding of computer hardware, ability to identify computer hardware failures, and experience repairing computer hardware
Experience working and interacting with diverse personalities
Ability to deploy or relocate equipment weighing 50lbs or more
Experience designing, building, testing and deploying images for desktops and devices
Experience working in a multitasking and multiuser environment
Ability to troubleshoot network connectivity issues and work with network technicians to resolve those issues
Ability to configure Mac and PC desktop connections to file servers
Ability to configure network printer settings and configure Mac and PC desktops to connect to network printers
Experience using and supporting Microsoft Office and Google Suite
Experience with Microsoft SCCM
Ability to learn software applications in order to support end users
An IT certification from CompTIA, Microsoft, and/or Apple is preferred, but not required

Desktop Support Specialist Resume Examples & Samples

Support end users in the maintenance of hardware, software and other systems
Troubleshoot issues with equipment like printer, computer and consoles
Install software for end users
May participate in the development of new desktops, servers or applications
May do intranet website updates
Research unusual bugs or IT issues

Desktop Support Specialist Resume Examples & Samples

Excellent technical knowledge of PC and desktop/Laptop hardware, including Apple systems and mobile devices
Excellent technical knowledge of PC internal components, including disks, memory. CPU, Power supplies, NIC, Sounds devices, video cards, etc
Extensive equipment support experience with projectors, printers, copiers, fax machines, LED/LCD monitors, scanners, etc
Working technical knowledge of current protocols, operating systems, and standards, including VDI, Windows 7, Mac O/S. Some Linux knowledge helpful
Able to read and understand technical manuals, procedural documentation, and OEM guides. General AD knowledge; - Including adding and removing users, unlocking accounts, and changing passwords
Ability to work within a ticketing systems for Service desk requests and incidents
Experience using Windows PE and/or Symantec Ghost imaging processes and creating images for windows workstations
Expert or intermediate level in usage of Microsoft Office Products, including Outlook, Excel and Word
General knowledge and common sense about computer hardware and IT network structure

Desktop Support Specialist Resume Examples & Samples

Log all relevant incident/service request detail (identify priority and seriousness and categorization)
Prove 1st line diagnosis and tickets resolution
Escalate incidents to appropriate service department for level 2&3 resolution
Communicate with end-users, keeping them informed of ticket progress and any changes and/or modifications
Update CMDB as required
Conduct user satisfaction call backs
Additional projects or tasks as assigned by management
Flexibility to adapt to an ever-changing environment and learn new technologies
3+ years’ experience in a desktop support and operations, including PC and user support
Specific basic experience is required in one or more of the following areas: Hardware(Intel), Software(Windows 7 and MS Office applications) and others
Basic knowledge of IP-based networking topologies, networking hardware and exposure to network standard and network protocols

Senior Desktop Support Specialist Resume Examples & Samples

Develop methods and procedures for the deployment of Mac OS X machines in a corporate environment ensuring that imaging, software distribution, patch management and upgrades can be managed centrally
Set up Macs
Configure directory services
Microsoft Office knowledge (Mac and PC platforms)
Performs/supports complex installations and maintenance for end-users
Troubleshoots and resolves problems via in person, telephone and/or email in a timely and accurate manner. Provides a high level of customer service to internal and external customers at all times
Troubleshoots and resolves end user LAN/WAN/Internet connectivity issues according to company policy
Develops, maintains and/or delivers related workstation training (in-person, standard resource, etc) to end-users
May be assigned to projects within the department. Completes moderately complex project tasks within defined milestones. May lead or direct projects of varying scope
Works under minimal supervision. Trains and mentors less experienced staff
Minimum 5 years previous Desktop Support (or system administration) experience in IT, preferably within financial industry required. Previous experience should include supporting a Microsoft Windows environment, as well as MAC Support
Excellent written and verbal communications skills, with the ability to effectively communicate at multiple levels within the organization
Solutions oriented, with a demonstrated passion and previous success working in technical customer support
Strong organizational skills, with the ability to prioritize and multi-task appropriately within a fast paced changing environment
Demonstrated ability to work independently as well as within teams

On-site IT Desktop Support Specialist Resume Examples & Samples

Provides On-site technical support for Chevy Chase and Bethesda office locations
Handle hardware setups, new user creations, and Tier-1/some Tier-2 technical support
Assist Director of IT in other day-to-day tasks
Provide desktop support in a windows domain/Office 365 environment
Provide initial assessment, triage, research and resolution of incidents and requests regarding the use of application software products and/or infrastructure components
Responsible for the maintaining the standard computer configuration to ensure consistency and accessibility to all technologies
BS/BA IT, InfoSec, Commutations, Business or relevant fields or equivalent experience
2 plus years of IT support experience
Desktop Support, Hardware, Help Desk, Windows 7/10, Remote Desktop Support, Customer Service
Experience with Windows Server 2008-2012, Remote Desktop Services
Hardware support of desktops and related peripherals
Required: Windows 7, 8.x, 10 – Microsoft Office 2013, 2016

Desktop Support Specialist Resume Examples & Samples

Detect, diagnose and resolve portable computer software and hardware failures
Implement, maintain, test, and administer standardized portable computer hardware, software, and network configurations
Prepare computer equipment for reuse or surplus property actions as approved by FBI personnel

Desktop Support Specialist Resume Examples & Samples

Recommends or performs complex actions to correct problems using remote diagnostic, remediation technology and tools or at user locations to install, modify or make repairs to computer hardware and/or software
Supports major computer system and laptop deployment, projects
Controls coordination with affected end user departments while assisting other technical support staff and/or student workers
Tests and evaluates proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer system, peripherals and the network
May provide assistance with entry level network tasks such as network server backup rotation, network account maintenance, and activation of data jacks
Provides support for large computer deliveries and installation
Provides recommendations, updates, status, and completion information to manager and/or CIO, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication
Associate’s degree or equivalent from two-year college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience
Ability to lift equipment weighing 50 pounds from the floor to a desk or across the room 10-20 feet away
1-3 years’ hardware/software troubleshooting experience in a Windows/Mac environment
Flexibility to be able to work day or evening shifts and occasional weekends/holidays
A pleasant and collegial personality consistent with the mission of a service-oriented unit
Experience working in higher education preferred
Relevant industry certifications (A+, Network+, etc.)
Experience using/configuring configuration management tools (SCCM, KACE, Altiris, etc.)
Experience supporting Windows XP/7 and Mac OS X (10.6-10.12)

Desktop Support Specialist Resume Examples & Samples

Provide quality Tier II support to end-users including complex support for hardware (laptop, desktop, mobile devices), software, and applications including connectivity to network
Provide overflow of support with Tier I issues, as well as supporting Desktop Engineers with project based work
Escalate more complex/ unique cases to Tier III internal and/or external support team(s), as needed
Travel on-site (office, cubicle, etc) to remedy issues not solved by phone/email
Install and repair operating system and applications on desktop, laptops, MAC, and mobile computing devices
Recognize common patterns in cases to uncover related and new problems
Assist with refresh of hardware and software when employees have office moves
Provision mobile computing devices
Assist with adherence to technology policies and comply with all security controls
Develop broad knowledge of the environment, applications, and technology used throughout FINRA
Bachelor's degree in Computer Science, Information Systems, or equivalent with at least two (2) years of related experience assisting end users in a help desk or desktop support environment
Experience installing and troubleshooting patches, hardware, software, network, and printing issues on multiple types of devices
Experience with Active Directory, MS Office suite, remote tools, and at least one (1) Operating System
Ability to adapt and learn new technologies
Strong decision making, problem solving, and analytical skills
Strong organizational skills with emphasis on detail and follow up
Ability to translate technical activities in a manner appropriate for diverse audiences
Ability to perform well in a fast- paced, team environment

IT Desktop Support Specialist Resume Examples & Samples

Provide & reinforce customer service expectations when assisting the customer in technical and operational issues
Work with IT Services, IT Operations and other IT support teams to identify, research, document and resolve technical problems on supported projects
Maintain information in the IT knowledgebase for relevancy and accuracy
Deliver excellent technical support with outstanding customer service, satisfaction, and timeliness
Manage the assigned ticket queue
Provide recommendations to improve the support processes or the delivery of customer service
Acts as a mentor to less senior IT staff
Participate in the implementation of changes occurring in the IT environment
Contributes to team goals and serves as a liaison between the end-user community and the IT department to resolve issues and document resolution for future reference
Implement lessons learned based on customer satisfaction surveys
Provide hands-on support at assigned field project site(s) and remote support as needed
Other project assignments as directed by the field project management team
Travel may be required (
Bachelor’s degree in Information Technology or other relevant discipline
Experience in supporting end-users on field construction and / or operations & maintenance projects
Bilingual – English / Spanish, both verbal and written
Detailed knowledge of PC hardware and peripherals
Must excellent customer service skills
Must have excellent written and verbal communication skills
Flexibility to work off-shift coverage, as required
Microsoft, CompTia or HDI Desktop Certification
Cisco or CompTia Network Certification
Knowledge of the Microsoft System Center Suite
Experience supporting cellular technology including Windows Mobile and Apple iOS
Experience in set-up and maintenance of satellite communications technology providing both voice and data
Experience utilizing Remote Desktop and Active Directory to troubleshoot and resolve tickets
Experience supporting HP and Xerox printers including MFD’s
Experience supporting servers, local area network (LAN) and desktop telecommunications devices

Desktop Support Specialist Resume Examples & Samples

2+ years of experience supporting BlackBerry BES and iPhone/Android devices in a large professional services environment (more than 500 users)
Experience with Citrix Metaframe server and client, BlackBerry Enterprise Server and BlackBerry smartphone devices, iPhone and Android smartphone devices
Experience supporting Citrix client and accounts in a large professional services environment (more than 500 users)
Experience maintaining and troubleshooting PC hardware including computers and printers
Working knowledge of Windows OS and Windows compatible software
Understanding of RSA tokens and RSA account maintenance
Excellent customer service skills with the ability to troubleshoot and resolve remote access technical issues

Desktop Support Specialist Resume Examples & Samples

Employee and Factory Support - Provide support to users relating to hardware/software, all applications, components and peripherals
Monitor Remedy ticketing system and pursue timely resolution of all work orders. Ability to provide user support using remote access tools
Perform on site analysis, diagnosis, and resolution of complex desktop problems for end users and recommends and implements solutions, including on-site repair for remote users as needed
Installs, configures, tests, maintains, monitors and troubleshoots end user workstations and related hardware and software
Administers and resolves issues with associated end user workstation networking software products when warranted
Provide support for off-site users
Position requires able to work at the Bloomington and Shakopee Seagate locations on a rotation (as assigned)
CompTIA A+ Certified, and AA degree in a technical area required
4+ years experience supporting networked PC's, or equivalent work experience required
Troubleshoot operating system issues
Excellent interpersonal and relationship-building skills
Must have ability to communicate at all levels within an organization
Hardware certifications a plus
Active Directory experience is desired
Experience with Microsoft Enterprise tools a plus

Desktop Support Specialist Resume Examples & Samples

5+ years of experience in Desktop administration
Bachelor’s Degree in Computer Science or related field (Preferred)
Professional certifications related to networking, support, TOGAF, or ITIL (Preferred)
Very Strong troubleshooting, analytical, organizational and communication skills. Experience troubleshooting hardware issues, desktops, printers, LAN equipment
Advanced knowledge of networking protocols (TCP/IP, DNS, DHCP)
Experience with software and patch distribution
Ability to take on new tasks and learn new technologies in a fast-paced work environment
Must be able to work flexible hours and weekends

Desktop Support Specialist Resume Examples & Samples

Delivers a high quality customer focused service through maintaining availability of services to IT customers
Ensures that on a day to day basis the computing requirements for all ACI associates are met, hardware is delivered on schedule and working according to customer requirements
Develops a customer driven culture
Provides accurate information through use of Service Tool

Desktop Support Specialist Resume Examples & Samples

The setup of desktop and laptop computers including the development and maintenance of computer images
Providing proactive support and training of the user community
Proactively identify and recommend enhancements to the overall IT infrastructure
Monitoring of the technical infrastructure using Global’s Solarwinds Network Monitoring Platform
Assist end users with installation, configuration and troubleshooting of hardware and software to endure continued usability of equipment and software
Provide desk side or remote assistance to end users in the use of existing and new technologies, hardware and software
Contribute knowledge and updated information into Global’s IT Knowledge Base
Maintain professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other technical support specialists when needed
Additional hours may be required for problem management and special projects
Participation in Global’s “off-hours” Help Desk coverage rotation which includes carrying an “on call” cell phone and responding to calls
Tracking open issues through the use of Global’s Cherwell ticketing system
Some knowledge of Apple products is a plus
Minimum 2-3 years as a Tier I Technical Support Specialist working in a medium to large enterprise
Strong working knowledge of Windows 7, and MS Office 365
A basic understanding of Microsoft Active Directory, DNS, DHCP and IP Networking
Capable of building user workstations and/or laptops
Ability to effectively support remote users via phone, email and desktop remote control software
Basic WLAN wireless
Basic phone PBX skills
The desire to learn new technologies and actively participate in the introduction and improvement of information technology
Comfortable speaking one on one with all levels of the organization
Proficient analytical fault isolation and troubleshooting skills
The ability to work independently or in a group setting
Ability to find technology workarounds to issues that cannot be resolved in a timely fashion
A strong customer service focus and attitude
Proficient documentation skills in MS Visio, MS Word and MS Excel
Desire to be challenged

Level Remote Desktop Support Specialist Resume Examples & Samples

Support the management of Major Incidents
Fluent written / spoken English. One of the following additional languages welcome: German, French, Italian
Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills

Desktop Support Specialist Associate Resume Examples & Samples

*NOTE: This is a three (3) year-end dated full time position with University benefits.***
Provides Tier 2 technical support and service restoration for daily operations and project efforts. Follows procedures and guidelines to install, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, workstations, printers, wireless and handheld devices, network and port configuration, host-based firewalls, and peripherals. Supports and collaborates with team members and other technical staff. Promotes understanding with customers on the benefits of the IT service provider model to help foster collaboration. Actively monitors systems for availability, error conditions, adequate space allocation, backup integrity, and performance
Actively coordinates with team members and other service support groups to resolve incidents and requests effectively within service level expectations. Utilizes enterprise level service management tools to update and capture meaningful information to establish standards and metrics to support future resolutions of incidents and requests
Collaborates with team members and customers and contributes to the effort to develop, design, implement, and continuously improve systems. Promotes cooperation and customer relationships by coordinating with customers, the Neighborhood IT team, and other technical staff to plan operational and project work
Works on more than one task at a time and manages work effectively by prioritizing own assignments, schedules, and meetings, resulting in timely completion of work. Work assignments include resolving issues with multiple components (e.g. hardware, operating systems, applications, and network) and integration of components, as well as requiring understanding of the service bundle (e.g. file storage, networking, security). Resolves problems independently, seeking assistance when necessary. Proactively anticipates and resolve problems, and creates conditions and processes to support change
Contributes to hardware, software, and services enhancements by identifying when established procedures are not working or there are gaps in processes, and makes recommendations for improvements. Develops and edits customer and technical support knowledge base documentation
Stays current with relevant advances in technologies. Responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software, and technical services. This can include on-the-job training, attending technical courses or conferences, reading, research, and testing. Develops and follows best practices, procedures, and shares knowledge with team members
Bachelor’s degree in computer science, business computing or a related field, or equivalent combination of education, certification, and experience
Experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and layered software
Familiarity with some or all of the following technologies: Windows 7/8/10, OSX 10.x, Microsoft Office, Browsers, Local Account Management, Scripting, Installs and removals, Registry, Command line, Help ticket system, System Management Tools
Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause analysis and service restoration (such as backup, restore, failover, log interpretation, and performance monitoring) for at least one of the following platforms/systems: Windows or Mac
Familiarity with current computer technology and applications (e.g. word processing, spreadsheet, and collaboration applications)
Broad, multi-disciplinary infrastructure background
Experience supporting both Windows and Mac systems
Experience utilizing enterprise level system management tools (such as SCCM)
Experience supporting executives

Desktop Support Specialist Resume Examples & Samples

Associate’s degree from a technical or accredited college or six months to one year commensurate experience and/or training; or a combination of education & experience. Bachelor’s degree in MIS or related field, preferred
Microsoft Server 2012 administration experience required
Windows 7 Professional, Microsoft Office 2010 experience required
Previous experience in a computer support environment. Accounting technical support experience preferred; not required
A+, networking and/or Microsoft certifications preferred, not required
Experience supporting mobile end users preferred
Experience preferred, but not required, with CCH Tax, CaseWare, MAS90, QuickBooks, Creative Solutions

Technical Desktop Support Specialist Resume Examples & Samples

Strong troubleshooting and creative problem solving skills
Knowledge in Microsoft Office 2011/13/16 and O365 apps (ie Word, Excel, PowerPoint, Access, SfB, OneDrive)
Knowledge in iOS, Android and Windows device setup
Knowledge in Mac 10.9 and above Operating Systems
Knowledge in Windows 7, 8 and 10 Operating Systems
Knowledge of Active Directory and user account changes (permission)
Minimum of five years’ experience in a Helpdesk/Deskside position
Approachable and patient with effective listening skills with ability to work calmly in high-pressure situations
Technical aptitude with strong PC and Mac literacy skills
Ability to troubleshoot software and repair hardware issues without dependence of HelpDesk
Mac and/or PC certifications a plus

Senior Desktop Support Specialist Resume Examples & Samples

Delivery of end to end IT services for executive customers. This will include all service request fulfillment, issue resolution, key communications, and status reporting to EIT leadership
Includes
Deliver day-to-day IT services and solutions. Includes consultation with executives, technical analysis and solution development
Ability to prioritize and manage deliverables in high profile, time sensitive / high pressure situations while maintaining professionalism
Monitors end to end delivery of services, and proactively communicates issues to executive customers, and providing alternate solutions as required
Coordinate and communicate support problems across multiple vendors and suppliers for key executive impacting issues
Ensures escalation of service issues are handled appropriately
Maintains a detailed understanding of the Client Services portfolio of services and establishes strong relationships with all areas of IT service delivery
Implements and manages continuous improvement activities to better enable solutions for executive customers
Assist Client Services architects and engineers in strategy and planning exercises as it pertains to the executive and broad client community
Adhere to company policies, procedures and standards
Create system and support documentation as required in knowledge base
Provide support services for special events surrounding C-Level executives
Must have functional knowledge of Video Conferencing and A/V technologies as it exists in an enterprise environment
Provide home IT support and solutions for defined executive customers
Provide after hours support for IT projects, special events, Priority1 incidents and executive client requests as needed
Must maintain the ability to work autonomously while maintaining the ability to provide visibility to critical “items”
Must maintain ability to analyze complex business/technical data and develop innovative solutions
Knowledge/Experience
7+ years of progressive experience in an IT related field
3 to 5 years of progressive experience in Client Services support
3 to 5 years of experience providing executive level support for senior leaders
Ability to interact effectively at all levels of the organization
Strong customer, quality and results orientation
Ability to be an effective team member and provide coordination across complex teams and organizations
Ability to analyze complex business/technical data and develop innovative solutions
Ability to focus and align resources around critical initiatives
BS or BA in IT or Business related field

Desktop Support Specialist Resume Examples & Samples

Windows Desktop Support
Mac experience
Provide telephone and in person technical support, problem solving and troubleshooting computers, including Windows OS, Mac OS, Android, iOS and Windows Mobile
Support Microsoft Windows
Build and test new computer hardware and software
Evaluate and recommend new computer technologies use in the environment
Install networking hardware and software
Escalate problems to ensure they are resolved in a timely manner

Desktop Support Specialist Resume Examples & Samples

Provides onsite day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware
Installs, configures and troubleshoots desktop systems, workstations, servers and network issues onsite and in-person
Provide complex technical support, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies
Support Desktop and Laptop users and solve the more complex problems with Microsoft and other deployed software

Desktop Support Specialist Resume Examples & Samples

Perform desktop, printing, and peripherals support
Provide technical support service to internal users, troubleshooting issues related to personal computers, wireless devices, applications software, and IP phones
Involve in deployment of new hardware and/or software to multiple users and locations
Install and test desktop software applications and hardware systems
Perform basic networking setups and troubleshooting
Collaborate with other IT specialists to provide the requested service as well as address the reported problems in a timely manner
BS degree or equivalent (MIS, Engineering, or other technology fields)
5+ years of IT technology and/or customer support experience, including 2-4 years of direct experience providing desktop support
Must be well versed in both Windows and Apple MacOS systems
Exposure to and/or experience in telephony, network, and server systems is a plus
Must have a track record of increasing responsibilities and leadership skills, including
Must possess strong interpersonal, organizational, communications, and self-management skills
High level of Japanese and English

Junior Desktop Support Specialist Resume Examples & Samples

Portable computer support activities include, but are not limited to
Install portable computers, associated peripherals and software products for networked and standalone environments
Provide information, guidance and instruction on the use of portable computer hardware and software products to FBI personnel
Conduct audits to assure compliance with Bureau policies governing the administration utilization, and acquisition of portable computer products

Desktop Support Specialist Resume Examples & Samples

5+ years of experience in a Desktop Support role
Advanced knowledge of networking protocols (TCP/IP, DNS, DHCP, VPN)
Experience troubleshooting hardware and software issues related to laptops, desktops, and printers
Advanced knowledge of Microsoft Windows Operating Systems. (Windows 7 to 10; Server 2008 to 2012)
Experience with Microsoft Applications such as Office and Skype for Business
Experience working within a corporate or enterprise environment
Experience imaging and configuring laptops and desktops for customer deployment
Must be able to work flexible hours and weekends as needed
Bachelor’s Degree in Computer Science, Computer Engineering, Information Systems or equivalent preferred
Industry certification such as CompTIA A+, Network+, Security+, MCP, MCSE, etc
Experience with Apple products and Mac OSX
Knowledge of Virtual Machines such as Parallels and Virtual Box
Experience with System Center Configuration Manager (SCCM)
Ability to write scripts to automate processes in DOS, Bash or Applescript
Experience with Cisco or Avaya Telephony hardware
Experience working with VPN solutions such as RSA, Cisco or OpenVPN

Desktop Support Specialist Resume Examples & Samples

Provide IT support services for all aspects of user account setup and maintenance, system patching, antivirus, system imaging, break / fix on PC and Mac platforms, video conference equipment, printers / copiers, phone systems and general IT hardware / software
Follow SOP documentation and escalate issues appropriately to higher level staff
Manage individual workflow and maintain current ticket queue via IT ticketing system
Mobile support: iOS, Android, Windows Mobile, Blackberry
Provide after hours and weekend on-call support as needed
Develop and maintain productive and professional relationship with user base. Strong service oriented mentality a must
Excellent communication/interpersonal skills, ability and willingness to learn and cross train with other IT staff members required
Recent hands-on technical experience with Windows 10/8.1/7, Microsoft Office Suite, Mac OSX, Microsoft Active Directory, Microsoft Exchange, system imaging, VPN, network connectivity including 802.11x, PC and Apple hardware, and mobile devices
Recent experience with remote access and remote control tools to support remote employees
Service-Now
Casper JAMF
Avaya IPT
Switching skills
Firewall knowledge and experience

Desktop Support Specialist Resume Examples & Samples

Provides complex technical support, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies
Performs analyzing, diagnosing, coordination and planning of computer installation, moves, adds, changes and repairs
Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery
Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements
Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products
Responsible for partnering with the business units they support to understand the business impact of support issues
Responsible for the analysis, design, and implementation of desktop solutions to fulfill business unit requirements
Responsible for the analysis, design and implementation of desktop technology life cycle management processes including technology procurement, refresh and disposition
Receives computer assets being shipped to the sites. performs unboxing and packing list reconciliation. Will be required to manage all incoming computer equipment for one or more physical locations
Moves and categorizes the incoming shipment of equipment at the sites supported, storing it in a secured location for use

Desktop Support Specialist Resume Examples & Samples

Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions
Create new hire accounts for local users; including creating accounts in Active Directory, adding computers to the domain, and setting up phones for new hires
Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, NIC cards, hard drives, cables, RAM, and so on
Collaborate with Network and Systems Administrators to ensure efficient operation of the desktop computing environment
Where required, administer and resolve issues with associated end-user workstation, telecom, and networking products
Receive and respond to incoming calls, e-mails, and/or support tickets regarding desktop, networking, and telecom problems
Maintain an accurate inventory of all monitors, keyboards, hard drives, and other desktop components and equipment
Accurately document instance of desktop equipment or component failure, repair, installation, and removal
A+ or MCP Certification not required but a plus
Excellent technical knowledge of desktop hardware and software, including Windows XP, Windows 7, and Microsoft Office applications
Knowledge of maintaining user accounts in Active Directory
Able to read and understand technical manuals, procedurals documentation, and OEM guides
Ability to work unsupervised for long periods of time
Strong customer-service orientation
Ability to satisfactorily pass a thorough background check
Knowledge of and experience using Linux terminal commands, Remote Desktop, VNC, Antivirus software, and remote software distribution tools

Executive Desktop Support Specialist Resume Examples & Samples

Provide premiere technical support for all Client, Mobile and Audio/Visual equipment and systems
Display world class customer focused IT support, developing and maintaining relationships within the business, at all levels. Communicating both technically and non-technically will be key
Conduct self and resolve issues in a highly professional manner with appropriate decision making skills based on the situation
Contribute to recommendation of new technologies that will be beneficial to the company
Independently resolve complex break-fix issues; troubleshoot user problems at the desktop or provide phone support to diagnose remote customer issues
Install, support, and provide end user training for Mobile PDA devices, including Apple, Android & Windows platforms
Correct hardware problems with supported desktops, laptops and peripherals
Participate in training programs designed to educate end users
Collaborate with clients to determine and understand business requirements
Maintain on-going communication with customer, exercising independent judgment while providing alternative solutions
Analyze complex business/technical data and develop innovative solutions

Desktop Support Specialist Resume Examples & Samples

Timely implementation and maintenance of drivers & patches on workstations
Administer mail systems, system installation and configuration, printing systems, installation of third-party software
Manage fundamentals of IT security protocol (account administration, etc.)
In association with Software Engineers, install and configure software as well as troubleshoot and repair malfunctioning software in the PC environment
Integrate and support devices such as printers, networks, scanners, and digitizing tablets with Microsoft Windows systems & Linux systems
Troubleshoot and repair or arrange for repair of defective computer equipment
Put in service calls and track service on machines (RMA #s, etc.)
Communicate status of issues in progress to those parties concerned on a timely basis
Carry a cellular phone during work and non-work hours and be available on-call when needed
Plan, develop, and maintain project schedules
CS degree or equivalent experience
3 years of Windows XP/Vista/7 and Linux desktop support experience
Good knowledge of and experience (2-3 years) in Windows (Windows 7,Windows Server 2008, Active Directory) and Mac OSX (Snow Leopard, Leopard)
Experience working with NAS and SAN storage systems
Good understanding of Linux and Apple operating systems
Ability to write scripts in some administrative language
Demonstrate the ability to integrate computer skills, customer support experience, and related education to exceed technical, business and customer requirements
Skilled at troubleshooting and fixing problems while minimizing customer stress levels
Experience in installation and configuration servers in a Linux/Unix environment
Basic Unix/ Linux/ Python scripting experience
Good communication skills, able to communicate in a professional and friendly manner with co-workers and customers
Self-starter, energetic, good people/communication skills and ability to prioritize workload
Effective written/oral communication skills, interpersonal, and presentation skills to communicate complex ideas clearly
Team player that strives to maximize team and department performance
Detail oriented, highly organized, and able to handle a variety of tasks in an efficient manner
Must be able to multi-task and maintain a positive attitude when working under pressure

Desktop Support Specialist Resume Examples & Samples

Provides top-notch end-user support for advanced technology and application questions and problems
Help manage the HelpDesk telephone queue and mailbox
Advanced support end-user issues at their desks when necessary
Ensures all incidents and requests are resolved against SLAs
Routes support issues to the correct issue owners via call tracking software
Coordinate the deployment of new hardware and software
Sets up new and loaner computers for end-users
Performs other advanced duties as required
Respond to advanced approved requests to provide timely support to end users for setting up, installing, delivering, and relocating desktop personal computers (PCs), related equipment, and network connections and access
Multitask, prioritize and organize HelpDesk workload
Perform advanced maintenance and hardware/software upgrades to end user PCs and related equipment
Provide advanced timely analysis and resolution of PC hardware, software, and network connectivity/access problems reported by end users. Ensure root cause of problems is understood, address or escalate; verify fixes and obtain end user validation
Work with end users to help them understand and effectively utilize innovative PC hardware, software, and network services. Answer questions and provide guidance as needed
Utilize defined processes, & procedures to ensure consistent, timely, and reliable end user support as well as adequate system security, asset tracking, etc
Maintain accurate and timely status information; record sufficient resolution summary information when closing or escalating tickets
Assist with maintaining and documenting knowledge base articles
Work closely with other members of the IT organization to help address more complex issues and ensure free flow of information. Engage assistance of others as needed to satisfy end user requirements
May be asked to support offsite office location
May be asked to assist with creating or modifying corporate images and/or software packages
Associate degree in related field (or equivalent experience) required
2+ years as technical support team leader preferred
3-4 years supporting technology in a fast paced environment
3-4 years customer service experience
Demonstrated in-depth familiarity with Windows operating systems, PC hardware/software, and TCP/IP LANs
A+ (or similar) certification a plus – MCP certification for current client operating system a plus
Demonstrated operational familiarity with iOS and OSX

Junior Desktop Support Specialist Resume Examples & Samples

Interacting with Campbell Soup's user community to understand the way they use technology and the problems they face. Subsequently provide customers advice and solutions on how to get the most from their technology and solve their issues
Working with End User Support staff to learn and deliver back-end processes that are critical to operating a successful IT organization. Examples include PC imaging, configuration, trending analysis, asset management, reporting, and escalation procedures
Logging and monitoring of customer questions, issues and problems through resolution using current incident management tool
Executing and/or supporting small and mid-sized projects relating to the Campbell IT organization. Projects range from site-specific to global in scope

Desktop Support Specialist Resume Examples & Samples

2+ years of Desktop Support Experience
2+ years fielding Tier 1/Tier 2 support calls
VDI or VPN troubleshooting experience
Provide accurate, timely solutions to end-user computer and networking problems to ensure continuous end user productivity
Perform general problem solving and assistance on software applications using basic troubleshooting and technical skills
Maintain a technical understanding of specific software applications, hardware configurations, and operating systems
Participates in small scale projects to set new technology and service directions
Responsible for installation of PC software and hardware
Assist senior staff members with large-scale projects
Document and update daily support incident tickets
Responsible for PC support in off-site locations
Windows XP workstation and support expertise and knowledge of other operating systems
Experience working with PC hardware components
Working knowledge with Microsoft Office Products
Knowledge of mobile devices and enterprise deployment and support
Experience working with Active Directory
Ability to work in fast paced, high call volume environment
Ability to communicate technical guidance and instructions to users on the use of PC and/or software, hardware peripherals
Ability to document work in progress

Desktop Support Specialist Resume Examples & Samples

Develop and implement standards for troubleshooting and knowledgebase documentation. Thoroughly log problems, record status, and close out tickets when problems are resolved
Research, evaluate, test and implement new hardware/software solutions as needed by the business. Quickly learn and adapt to a constantly growing technical environment
Analyze and identify trends in issue reporting and devise preventive solutions
Follow, implement and maintain security policies while carrying out desktop support and assist in the creation, management and terminations of user accounts
Maintain professional skills with continuing education. Stay current and educate others on new trends and best practices. Be prepared to make recommendations
Occasionally setup hardware and software including configuration and training of supported systems
Build and maintain desktop image standards and inventory management (asset management)
Proactively participate and coordinate coverage including maintenance of documentation and cross training to maintain a high level of service in the event of an absence
Participate in and adhere to change management process
Under minimal to zero supervision, handle and accomplish all tasks with proper communication in the allotted timeframe
Maintain specialized expertise and serve as the subject matter expert for supported systems
Project manage and participate in medium to large sized projects, including scope, budget, timeline and communication of issues related to the initiative. Support departments in leveraging current applications for best use in projects. Present information as needed in team or department meeting
Quickly assimilate complex and critical technical problems, troubleshoot and prioritize effectively, develop appropriate resolution strategy and communicate with senior management
Work in a team environment. Lead, direct and assist other team members in accomplishing tasks/projects
Mentor and coach other team members for improvements in processes and on hardware and software problem analysis and resolution
Understands and complies with ethical, legal and regulatory requirements applicable to our business
Associates degree and/or at least 7-8 years experience working in Information Technology showing a clear progressive path of increasing responsibility, expertise, and quality
Experience leading medium to large size projects
Possesses strong interpersonal skills and the ability to work well with others to calmly handle critical situations with confidence and minimal direction. Manages well in a fast paced environment with frequently changing priorities and assignments
Excellent verbal and written communication with a professional demeanor and polished phone skills
Expert customer service skills, including the ability to listen, interpret and explain computer related concepts in non-technical terms
Expert troubleshooting skills in an enterprise environment and the ability to multi-task
Ability to work independently and to prioritize and research problem solutions thoroughly using advanced methods and varied resources
Assist in researching, creating and implementing IT strategies as it pertains to the deskside team
Ability to look ahead to the next project and understand future directions needs of a company in a high-growth environment
Ability to be detail oriented, yet still see the big picture
Expert knowledge of current operating systems and software products
Expert understanding of LAN and WAN communication including IPX/SPX and TCP/IP
Must be willing to travel both domestically and internationally as required
Must possess a valid driver’s license
Certification in current operating systems, software products and/or networking systems
Scripting and packaging of workstation based software using PowerShell and AdminStudio
Past experience with managing SCCM and creating images and software packages
Bachelor’s degree in Computer Science or Computer Information Systems

Desktop Support Specialist Resume Examples & Samples

Work with Network Administrator to troubleshoot network issues
2 year degree in IT related field and 1-3 years of PC hardware and software troubleshooting experience
Experience working with ticketing systems
IT CompTIA certifications is a plus

Desktop Support Specialist Resume Examples & Samples

Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment
Collective responsibility with the rest of the global support team to ensure the 1Help 24x5 telephone systems are effectively manned
Effective management of your personal ticket queue
Fundamental to advanced troubleshooting for day to day incidents or requests from Illumina End Users involving HW, SW or OS-related items (L1, L2 and potentially L3 activities)
Basic Mobility Support (Primarily for iOS devices but also for occasional alternative products
IMAC Support (Install, Moves, Adds and Changes)
Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives)
Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock
Knowledge Base Usage, Reference and Collective Improvement
Timely support of End User Issues or Requests
Effective management of hardware and software distributed to employees
Continuous observation of internal support provisions, providing feedback for opportunities of improvement where appropriate
Onboarding of new employees
Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles)
Understanding of various metrics reflecting the group’s performance
Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives
At least 3-4 years’ experience in the IT industry
At least 4+ years in a customer service role
At least 2+ years’ related experience with increasing responsibility in a Service and Support technical role for a midsize or larger organization (700+ user environment)
Must possess excellent customer service skills and have the ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users
Maintains a high degree of professionalism in actions, demeanor and dress
Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments
Possess a strong technology background with the ability to execute a task or project to completion
Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire
Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail
Excellent teamwork skills and the ability to work unsupervised
Demonstrated performance and aptitude consistent with Illumina core values and culture
Handles confidential and sensitive matters with tact and diplomacy
Understanding of ITIL principles
Excellent customer service approach
Clear and Adaptive Communication style
Initiative & self-management
Process development & maturation
Network + Certification
Microsoft Certifications (MCP’s)
Windows and Apple OS Troubleshooting and Support Experience
ITIL v3 Foundation
Audio Visual user support experience
Basic Documentation
Learn Illumina’s core support processes and procedures
Successfully manage assigned Tickets, Tasks and Project Activities towards appropriate and timely completion
Develop a close working relationship with other team members locally and globally
Start to lead initiatives and projects to develop and improve existing support capabilities

IT Desktop Support Specialist Resume Examples & Samples

Field incoming help requests from end users via both telephone and e-mail in a courteous manner
Document all pertinent end user identification, including name, department, contact information and nature of the problem or issue
Utilize remote control software to remotely to remotely troubleshoot and fix user problems
Install, configure and maintain laptops, desktops and printers
Manage phone system (with the assistance of outside vendor when needed)
Support various software packages including Microsoft Office for Windows, anti-virus, back-up, email clients, email servers, ActiveSync, VPN client, Adobe Products, Internet Browsers, and various tax and engagement software
Build rapport and elicit problem details from help desk customers
Learn software and hardware used and supported by the organization
Occasional travel to various office locations required
Interaction with all level of employees and partners within the firm
Overtime is required during peak busy season times

Desktop Support Specialist Resume Examples & Samples

Resolve internal incident tickets including hardware break/fix, troubleshooting, software issues, and general problems that PC, Mac, Android or iOS end-users report
Take ownership of assigned technical projects or assist as requested. Projects may include new deployments, product evaluation, etc
Resolve internal tickets regarding hardware break/fix for both Android and iOS cellular devices
Work with cellular carriers on any issues that may arise
Provide documentation for the company's Help Desk knowledge base system including a combination of end-user articles and team knowledge
Resolve internal request tickets including hardware and software upgrade and replacement, physical move requests, etc
1 year of experience working with and repairing Android and iOS cellular devices
2 years of experience in a technical support role
Experience working with a ticketing system preferred
PC and Mac experience desirable
Intermediate knowledge of both Android and iOS devices
Intermediate technology troubleshooting skills
Desire to pursue continuous learning
Ability to demonstrate composure in stressful situations

Desktop Support Specialist Resume Examples & Samples

GED or equivalent is required; some college preferred
2+ years experience Microsoft desktop support or equivalent (Windows 8, Office 2013 and up)
Familiarity with Active Directory – new account setup and configuration, distribution groups, etc. preferred

Desktop Support Specialist Resume Examples & Samples

Troubleshoot Network connectivity, wireless devices (laptops/tablets), and Network printers
Identifies and escalates all issues and is able to prioritize and work in a fast paced environment
Support applications specifically tailored to the company
Perform backlog work from other technicians to ensure helpdesk is up to date
Research solutions to new problems or issues that were not previously known
2+ years of support experience
Ability to prepare documentation to support established objectives
Excellent interpersonal skills (ability to listen and understand what is being described)
Ability to analyze data and work independently with minimal supervision and be team oriented
Analytical Skillset
Team work skills
A+ Certifications or others
DBA knowledgeable skills
Experience with Windows patching
Experience with imaging
Bilingual (Spanish/English) preferred

Desktop Support Specialist Resume Examples & Samples

Receive, configure and deploy laptops for new associates and provide training
Provide end user support for hardware, software, mobile devices, peripherals, etc for the user community
Provide PC replacements when needed
Complete data restores from backup
Follow departmental policies and procedures in order to meet service levels set for the team
Document resolutions and contribute to the Knowledge Base
Participate in/lead team projects when needed
Provide and/or coordinate training for the team
Provide team oversight and direction when manager is out of the office
Escalate issues to the management team when required
Multiple years of relevant technology experience
Great customer services skills as you will be interacting with internal employees at all levels
Must have Tier III support experience
Windows 7-10 experience
Desktop and Deskside Support experience is a must
MAC experience is preferred
SOHO experience is a plus
Experience working in a "tech café" type environment

Desktop Support Specialist Resume Examples & Samples

Configure and troubleshoot PC hardware and software issues
Support Windows operating systems (7 through 10)
Support for Microsoft office products
Support for remote users via phone and remote software applications
Troubleshoot Mac OS versions including Maverick and above
Troubleshoot network issues including network cabling/connectivity
Setup and configure printers, scanners, and other peripherals.
Support of TCP/IP networking, and related network services (DNS, SMTP, DHCP, etc.)
Must be able to lift up to 30 Lbs
Active Directory concepts and administration
Hands on experience building system images
Must be available for emergencies calls and support
Problem Management & Escalation
Ensure an exceptional client experience
Ongoing professional development, education, and certification advancement
5 years experience in fast-paced technical department
Experience supporting Windows, and Mac platforms
Hands-on experience installing, and troubleshooting hardware and software
Experience imaging desktops and laptops
Smartphone and tablet support
Strong analytical skills to assist with first and second level support calls
Dependable and professional attitude
A plus would be knowledge of Backup Exec 2015, VMware, PowerShell and Office 365
Experience working with Helpdesk environments

100

Desktop Support Specialist Resume Examples & Samples

Desk side Support
Microsoft technologies including Windows 7, MS Office Suite, email
PC hardware troubleshooting and maintenance
Incident Management tools to receive, update, escalate and close incident tickets
PC refresh, asset management, PC life cycle management
Managing responsibilities and priorities to achieve SLAs
Good oral and written communications required

101

Desktop Support Specialist Resume Examples & Samples

Experience providing technical support and troubleshooting computer hardware and mobile devices
Knowledge of network topology in a LAN environment
Experience installing, managing, and configuring operating systems (Unix/Linux, Windows/Windows Server, and Mac OS X)
Experience with network switches and routers and LAN protocols (Ethernet/Wi-Fi)
Experience with Microsoft Active Directory infrastructure and domain services (AD DS, AD LDS, DNS, DHCP, DFS/NFS/SMB, Group Policy)
Experience with web servers (Apache) and web development
Experience performing needs analysis, planning, design, procurement, testing, implementation, administration, troubleshooting, problem resolution, integration and capacity planning with Windows servers and with network hardware and software
Experience using common business applications (Excel, PowerPoint, Word, Acrobat, Web Browsers), email clients (Outlook, Apple Mail, Thunderbird), as well as web-based apps
Knowledge of graphic/modeling design software and associated computer nee such as ArcGIS, Rhino, Adobe Suite, AutoCAD, 3D studio Max, etc
Experience with cloud computing concepts and applications (IaaS, PaaS, SaaS, Office 365, GDrive)
Experience with Web CMS (WordPress, Joomla, Drupal)
Skill to analyze user problems and needs, suggest hardware and software solutions, and implement solutions; to provide information, assistance, and training to users in the use and function of IT and communications hardware, operating systems, software, and applications
Interpersonal communication skills to clearly and effectively interact with individuals of varying ages, cultural backgrounds and perspectives, and provide information to clarify situations, resolve problems and provide training/guidance to other staff members
Knowledge of campus IT systems such as the Advising Appointment System, PrePurchasing, Mothra/IAM, CAS, Campus LDAP, IET, Banner, PPS in the context of the Department of Human Ecology
Experience supporting CAD, GIS, and other design/architecture specific software
Knowledge of network security and best practices
Knowledge of relational database management systems (Access, MySQL, Oracle, PostgreSQL, etc.) and structured query language
Written and oral communication skills to explain technical issues in non-technical terms, write documentation, and provide instructions to non-technical and technical audiences
Experience with virtualization (hardware, OS, application, service, storage and network)
Experience with at least one command or scripting language, such as batch/shell scripting or interpreted high-level language scripting (e.g. PowerShell, JavaScript, Python, Perl, Ruby, etc.)

102

Desktop Support Specialist Resume Examples & Samples

Set up, image, configure and maintain company desktops, laptops and mobile devices including conference room equipment
Maintain access control of ITAR data
Help business operations utilize information systems to improve efficiency
Provide end-user support for all computer related applications
Configure, test and troubleshoot network connectivity for local and remote computers
Manage user account information and permissions (Novell, Active Directory)
Prioritize and respond to IT support tickets within SLA requirements
Maintain, analyze, and repair hardware and software systems
Assist internal IT groups in support of the local IT infrastructure and VoIP services
Support and implement IT policies
Travel to support Oceaneering sites, both domestic and international
Bachelors’ Degree or equivalent combination of education and experience
Minimum three (3) years’ experience in maintaining computer hardware/software and working in a customer oriented service environment
Knowledge of: Computer imaging, Active Directory, Novell, Microsoft Office Suite, O365, Google Apps, videoconferencing equipment and applications
Valid U.S. drivers’ license
Must be a US citizen or have Legal Permanent Resident card (green card)
Must be able to obtain Department of Defense security clearance
HDI Support Center Analyst or ITIL certification
Knowledge of PeopleSoft, Enovia, AutoCAD and SolidWorks
Security + certification

103

Desktop Support Specialist Resume Examples & Samples

Hardware and Software Support (Breakfix) (DELL/Windows 7/Windows 2008/2012 Servers)
Active Directory (adding/deleting users, provision new accounts, GPO's)
Basic Network troubleshooting

104

Desktop Support Specialist Resume Examples & Samples

Under immediate supervision, install, configure, service, repair, and maintain information technology systems in both a stand-alone and client-server environment, including MS server, Defense Message Systems, and other authorized information technology systems
Install, configure, service, repair, and maintain hardware and software for network services, storage networking devices, and servers
Integrate multiple information systems in a networked environment, evaluate and resolve customer information system problems, effect required hardware upgrades and repair to maintain mission capability
Install and configure wireless hubs, routers, switches, and various transmission media, server hardware and software, and ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network
Install, optimize and troubleshoot Local Area and Base Area Networks. Familiar with Internet Protocol version 6 (IPv6), Enhanced Interior Gateway Routing Protocol (EIGRP), Border Gateway Protocol (BGP), Virtual Local Area Networks (VLANs), Virtual Private Networks (VPNs), and Network Address Translation (NAT)

105

Desktop Support Specialist Resume Examples & Samples

Technical certification or 1 or more year of experience with network components including Active Directory, Microsoft 2010 Office Suite , and Windows 7 operating systems required
Experience with Software packaging and installation troubleshooting required
Bachelor’s Degree in Computer Science or equivalent work experience required
Working knowledge of TCP/IP, routing and IP troubleshooting techniques
Knowledge of local and network attached devices including printers, storage devices, scanners, mobile handhelds, etc
Capability to diagnose hardware and software problems and implement corrective measures efficiently
Intermediate to advanced knowledge of mobile computing devices (Blackberry/iPhone) and a general understanding of enterprises wireless infrastructures
Proficient communications and problem-solving skills necessary to effectively communicate with users, management, executive staff and board member
Ability to blend user requirements and interests into satisfactory and acceptable solutions
Knowledge of desktop imaging and PXE environment
Knowledge of Altiris Client Management Suite 7.1 and the functionality of its associated components (DS/PXE environment)

106

Desktop Support Specialist Resume Examples & Samples

Thoroughly understands the variables that impact the customer the most
Strives to exceed customers’ expectations
Asks the right questions and investigates problems from all angles to effectively find the root cause
Incorporates creativity and innovative thinking into the problem-solving process to meet the unique needs of each customer
Actively listens to the customer’s entire problem and avoids interruptions or interjections
Makes self approachable and available to others
Responds with a sense of urgency to other team members’ critical tickets
Empathizes with users and customers when they call; demonstrates a genuine interest in helping them
Volunteers to assist and support others when needed
Remains abreast of industry changes
Effectively applies relevant technical processes to appropriate business needs
Provides information in a timely fashion and keeps users fully informed of progress and decisions being made
Reads books and other resources to expand IT expertise or to learn new techniques
Remains vocal about desire to engage in projects or activities that will stretch knowledge or skill set
Acts as a trustworthy consultant to management in giving recommendations
Uses Auction specific knowledge to provide ad hoc support of other functions as required
3-5 years of Service and Support experience
Strong problem solving and communication skills required
Ability to manage relationships while being consistent and providing quality
Candidates must also have functional and technical expertise, show initiative, be customer focused, and work well in teams
Ability to sit or stand for prolonged periods of time
Light lifting of up to 50 pounds
Work under pressure with time constraints; regular change in work tasks/duties
Travel when needed with short notice and be available for after-hours/weekend emergencies

107

Desktop Support Specialist Resume Examples & Samples

Provides level two technology support and level three support coordination as classified under the Company's IT Service Desk
Provides expert and creative solutions (including troubleshooting, researching, implementing and documentation) to user problems on desktop and notebook systems, to ensure user satisfaction and productivity
Coordinates user and support issues among corporate site and remote office locations to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity
Researches, resolves, and responds to end-user/problems/questions received via email, telephone calls, callbacks, or escalations, and provides support on technology platforms, in accordance with current standards and service levels
Monitors assigned Service Desk tickets and ensures resolution of user issues in a timely fashion
Organizes physical hardware and software inventory; helps ensure compliance with personal computer software licenses
Processes desktop and related equipment orders in a timely fashion
May act as product liaison for major products, working with other corporate departments and third-party developers to solve technical issues as needed
Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users
Participates in team projects as required
Must be available and willing to work such weekends, holidays and after normal business hours as necessary or desirable to meet the business needs

108

Desktop Support Specialist Resume Examples & Samples

Point of escalation for the incident support process
Point of escalation for the fulfillment of technology service requests related to the Imaging, setup, deployment and movement of computing hardware (desktop, laptop , virtual/VM, peripherals, etc.)
Point of escalation for the fulfillment of technology service requests related to Software Installation including shrink-wrapped and packaged applications, development tools, internal applications and system related software and drivers
Point of escalation for the fulfillment of technology service requests related to mobile devices and video conferencing and audio visual systems
Serve as a subject matter expert on specific technical systems
Create process documentation and identify opportunities for process improvement and incident reduction
Provide feedback and recommendations on standards and procedures to engineering teams
Participate in and lead cross team / interdepartmental collaboration identifying opportunities to improve the associate computing experience with end user technologies
Provide 2nd / 3rd tier technical support for end user systems and products for internal associates of all organizational levels
Support, troubleshoot, repair or replace computing hardware and related peripherals, physical and virtual, operating system, software related issues mobile devices, video conference systems and audio-visual products
Lead Site Support efforts for small projects or internal initiatives and contribute to and coordinate activities for large projects
Provide onsite / hands on support for other technology groups with no local presence
Participate in new technology research, discovery and proof of concept projects

109

Desktop Support Specialist Resume Examples & Samples

Mentor and lead other desktop support specialists in daily activities
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible, escalating incidents to other support teams where necessary
Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications
Assist all our users with any logged IT related incident when called upon
Accurately record, update and document requests using the IT ticketing system (ServiceNow)
Provide Technical and IMAC (Install/Move/Add/Change) support for Computer Hardware, Software, Printers, Mobile Devices, and Telecommunications hardware. Deploy and resolve incidents with printers, copiers and scanners
Maintain excellent customer service for all users while adhering to OLAs
Continuously improving knowledge base for incident resolution and user self-service, and work with Service Desk team to help them take on additional first-call resolution opportunities
Maintain inventory of IT assets and have machines staged to deploy on short notice
Minimum 5 years of Helpdesk / Desktop technical experience in a service environment with more than 2,000 customers in multiple locations
A+ certification preferred but not required
Ability to work under pressure and within strict time constraints while working in a changing environment with continually changing direction and requirements
Must be confident, highly motivated and passionate about making a difference within Ocwen

110

Desktop Support Specialist Resume Examples & Samples

Assist clients with IT related issues by either visiting their desk or by using remote tools
Provide hardware and software installs, move, add and changes (IMAC)
Provide remedial training for end users
Troubleshoot hardware and software issues on workstations, laptops and personal technology devices running Windows
Support and configure Operating Systems (Windows, iOS)
Support (MS Office 2013, MS SharePoint, LiveMeeting, Internet Explorer) and business specific software
Support and configuration of mobile devices (iPhone, iPad)
Support standalone and network printers, including print queues, if required
Meeting / Conference Rooms
Must communicate clearly, courteously and professionally (both verbal and written)
Installation and working knowledge of a variety of software applications and ability to learn in-house applications
Strong skills associated with bridging technical problems that cross functions, such as understanding cause and effect and root cause relationships for complex IT problems
Knowledge of Windows networking fundamentals including routing, TCP/IP, DNS and DHCP
Familiarity with emerging end user technologies (i.e. iPhones, iPads, Android based phones)
Knowledge of ticket tracking systems
Must have a "can-do" attitude
Strong knowledge of supporting services and all that it entails (client, delivery, etc.)
Excellent multi-tasking and organizational skills
ITIL V3 Foundation awareness
Experience interacting at all management levels and with various internal IT teams
Proven knowledge of and adherence to information sharing and best practices
Experience with PC imaging
Experience in automated deployment tools such as SCCM, SMS, MDT or Ghost a plus
Must have strong people skills and be proactive and enthusiastic
Windows 7 or higher experience
2-5 years’ experience in IT Desk Side Customer Services

111

Desktop Support Specialist Resume Examples & Samples

Responsible to deliver outstanding service to both internal and external customers
Resolve customer technology incidents and requests in a timely manner to comply with Service Level Agreements
Document and clearly communicate technical solutions in a user friendly professional manner

112

Desktop Support Specialist Resume Examples & Samples

Relatively comfortable with technology, someone who we can ramp up quickly
80/20 requests vs. issues
Work and communicate with team members to deploy quality solutions in order to satisfy project and task work as assigned
Interact with internal customers to address system requirements and priorities
Managing a Microsoft knowledge environment; Windows desktop OS including XP/Vista/7
Providing first and second-level PC network and technical support to users on routine or complex problems on all desktop and server application issues

113

Level Desktop Support Specialist Resume Examples & Samples

Pre-shift team communication. State of the environment and ready for business checks
Manage and prioritize all tickets arriving on the dedicated L2 queue, either resolving them directly or re-assigning them to other support teams as required
ITSM Focus on high-quality incident data, recorded into ITSM incident booking system

114

Associate Desktop Support Specialist Resume Examples & Samples

Assist with providing support, guidance and training on the function and usability of business applications
Work with development teams to identify and report issues, test new releases, and provide customer training of business applications
Assist with conducting customer education sessions on a regular schedule to ensure our customer base is aware of, how to use, and the business applicability of current and new FINRA Technology products and services
Escalate more complex / unique cases to Tier III internal and / or external support teams
Equipment setup for new hires/terms/transfers
Assist with identifying common patterns in cases to uncover related and new problems
Provide mobile computing devices
Research and document solutions to newly identified problems and update written procedures accordingly
Ensure all work products meets/exceeds FINRA standards
Adherence to technology policies and comply with all security controls
Develop an understanding of the environment, applications, and technology used throughout FINRA
High School Diploma and 0-1 years of Desktop Support experience
Ability to interact positively with internal customers
Demonstrate decision making, problem solving, and analytical skills
Demonstrate organizational skills with emphasis on detail and follow up

115

Desktop Support Specialist Resume Examples & Samples

Consults with business area management and staff on usage of end user computing systems and network-based PC/workstation software and hardware, systems security, recovery and back-up procedures, including troubleshooting, repairs, network configurations, installations and upgrades
Manage, support, and troubleshoot network printers, scanners, mobile devices, etc
Move, add and change workstations throughout Mount Sinai locations and off campus
Provide support for Mount Sinai users at remote sites outside the campus which might require local travel

116

Desktop Support Specialist Resume Examples & Samples

Diagnose problems through troubleshooting skills, logic, research, and isolation steps
Configure, support and perform routine maintenance of hardware and software for desktops
Troubleshoot PC and printer problems
Provide basic LAN/VPN support
Install and upgrade software
Build and deploy PCs and Laptops
Record all client inquiries, from initial call to incident resolution
Manage Active Directory environment
Maintain VOIP phone system
Maintain records of hardware, software and network inventory

117

Desktop Support Specialist Resume Examples & Samples

Sales support/customer service/data entry
Written and oral communication including grammar and spelling
Working in fast-paced, deadline-oriented environment
Working knowledge of Microsoft Excel, and Word

118

Desktop Support Specialist Resume Examples & Samples

Perform 2nd Tier support for web and client server product offerings
Conduct product demonstrations remotely or on site
Support client inquiries via phone and email
Manage cases or service requests via dashboard and track productivity
Conduct coverage requests, product data mapping and analysis
Monitor production, report critical issues and alert clients accordingly
Thoroughly research and utilize all tools and resources prior to escalating
Research, respond and escalate fundamental billing inquiries
Utilize product management, systems, and other resources effectively

119

Desktop Support Specialist Resume Examples & Samples

Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
Applies diagnostic efficiencies to aid in troubleshooting
Identifies and becomes skillful on appropriate software and hardware applications used and supported by the organization
Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

120

Desktop Support Specialist Resume Examples & Samples

Troubleshoots software and hardware issues, resolves or escalates as necessary to resolve moderately complex hardware and network problems
Escalates and coordinates resolution of moderately complex hardware or networking issues to vendor/suppliers
Monitors and reports intermediate current state of information systems environment
Addresses unresolved service tickets
Good communication skills - able to communicate skills, with ease, supporting remote customers. Good written and verbal skills
Good troubleshooting and problem solving skills
Working knowledge of automation, telecommunications, and IT networks
Testing and imaging desktops and laptops
Experience setting up, configuring workstations, laptops, and printer hardware
Preferred experience in CompTIA A+, Network+, Security+
Familiar with VMWare, Remote Desktop

121

Desktop Support Specialist Resume Examples & Samples

Providing in person and remote first and second tier technical support to a wide range of technically skilled users
Sourcing, purchasing, asset management and tracking for IT equipment and software
Administering and supporting cloud based software services
Creating and maintaining documentation on processes and procedures for our team and employees
Managing Active Directory user and group accounts and Exchange distribution lists
Working with vendor support to resolve technical issues with desktop software, hardware and peripherals
Researching, testing, documentation and implementation of new technology
1-2 years working experience providing remote and onsite IT support in medium to large organizations (450 + users)
Windows 10 knowledge
Basic to intermediate Networking (wired and wireless) troubleshooting skills
Basic Active Directory experience, such as User and Group administration
Office365 user administration and support
Experience supporting other Microsoft products (Visual Studio, Visio, Skype for Business) on Windows and Mac OSX
Advanced smart phone and tablet knowledge
Experience with audio-visual equipment and video conferencing systems (such as Polycom)
Experience with Microsoft System Center suite (SCCM) for imaging and application management
Experience with Mac OSX, Windows and Mac OSX dual boot configurations
Microsoft O365 user and mailbox administration
Experience working in a software development company
Cisco IP phone management
MCSE, MCITP, CCNA, ACMT, and other industry certifications are desirable

122

Desktop Support Specialist Senior Resume Examples & Samples

Workstation/Printer/Peripheral device support
Bachelor's degree in Computer Science, IT, or Business. 5-8 years of progressive device support experience or equivalent combination of education and experience
Master's degree preferred, for senior level

123

Desktop Support Specialist Resume Examples & Samples

To prepare, verify and distribute quarterly Desktop OS images updates based on stringent test plans derived
To prepare, verify and distribute various monthly End User Services related reports
To prepare and package approved software into distribution packages to ease installation process
To perform root caused analysis, derive permanent solutions and preventive measures on all end user touch point issues identified
To maintain high customer service excellence while working under highly stressed situations
Experienced in providing end user related support and services in a banking/Financial Institutions environment preferred
Experienced in Desktop SOE image preparation using Microsoft MDT/SCCM is an advantage
Experienced in CA IT Client Management Suite of tools is advantageous
Highly skilled in supporting all versions of Microsoft Desktop Operating Systems and Technologies/Tools, including but not limited to Office 2010/Office 2016/Office 365 (Advanced Excel/Word formulas and macros; PowerPoint decks)
Experienced in supporting mobile devices such as Blackerry/iPhone/iPad/Android mobiles/tablets, etc
Experienced in supporting remote and mobile connectivity technologies (VPN, dial-up, broadband, ADSL, cable, fiber broadband, 3G/HSDPA/HSUPA/LTE)
Must be a team player and able to establish good rapport with end users and backend teams/vendors alike
Must be technically sound on Desktop/End User Technologies and the latest IT trends
Highly customer focused and a team player
People-oriented
Must love technology

124

Hcs Desktop Support Specialist IT End User Support Resume Examples & Samples

If an Associate's degree: No prior experience required
If a High School diploma or GED: Four (4) years of relevant experience
Microsoft certification (MCP) or equivalent certification preferred
Demonstrated ability to successfully manage multiple tasks simultaneously
Highly responsive to internal customers

125

IT Helpdesk / Desktop Support Specialist Resume Examples & Samples

Provide exceptional customer service to staff
Perform technical troubleshooting on workstations, phones, conference room equipment, etc
Assist with a migration from Google Apps for Work to Office 365
Manage desktop equipment procurement and IT onboarding for new staff
Support audio/video equipment for all-hands and large meetings
Experience providing exceptional service face-to-face or over the phone
The ability to find creative solutions to technical issues
Experience with user administration on Office 365 or Google Apps for Work
Experience supporting Microsoft Windows and Mac OS
Experience supporting VOIP phones, mobile phones, printers, and other common office tools
Experience drafting self-help documentation
A basic understanding of networking
1-2 years of experience in end-user technical support

126

Senior Desktop Support Specialist Resume Examples & Samples

As Service Area Lead for Mac Computer Operations, you will maintain procedures and tools (Jamf Pro/Casper) to manage our fleet of MacOS and iOS devices. You will ensure TOMS IT demonstrates excellence and efficiency imaging, configuring and troubleshooting MacOS systems and configuring and managing mobile iOS devices. You will ensure all systems are configured for patching and anti-virus per security policies. You will use reporting tools to ensure goal attainment in the fleet hardware consistency and capacity. You will define and lead computer upgrade/replacement projects. Using Jamf Pro you will provide routine reporting of fleet metrics. You will provide computer and devise support to staff at HQ office including setting up equipment, troubleshooting, upgrading and replacing equipment. You will perform hardware troubleshooting. You will work with hardware and software vendors to resolve issues and have equipment repaired. You will train and support a backup for this service area
As Service Area Lead for MacOS Application Support, you will provide level 2+ support for Microsoft Office, Adobe Creative Suite, and selected Business applications including SAP GUI client. You will ensure our system management procedures and tools are used to maintain consistent versions across our fleet of Macs. You will ensure critical applications are routinely patched and upgraded consistent with software standards and security policies. You will monitor and report on deployed software to ensure license compliance and attainment of software budget goals. You will train and support a backup for this service area
Work with ServiceNow to manage incidents/requests by updating or entering user-requests. Follow ITSM policies and practices. Escalate/re-assign tickets as appropriate based on experience and team guidelines
Support on and off-boarding of staff by creating accounts, assigning users to groups, configuring equipment and assisting users directly
You will configure and support our Retail Store Point of Sale hardware and software for MacOS or iOS systems
As Service Area Backup for Account & Group Management, you will maintain user accounts, security and distribution groups using Active Directory
As Service Area Backup for Communications/Collaboration, you will manage provisioning, licensing, budget and metric reporting for: HQ ShoreTel extensions; Vidyo video conferencing; Join.Me web conferencing; eFax numbers
As Service Area Backup for VPN, you will lead the granting, enabling and troubleshooting of VPN access. You will document the service area capabilities & processes and cross-train the Service Area backup
Provide as-needed support to prevent and remediate security issues identified in our equipment, software and services
Strong technical knowledge of Windows and Mac computer hardware and software within an enterprise environment
Extensive experience supporting Microsoft Office and Adobe Creative Suite applications on MacOS
Experience troubleshooting and upgrading computers to level of replacing basic components – memory, drives and batteries. Ability to work with vendors as needed for board-level repairs/replacement
Expertise using Apple Remote Desktop, Jamf Pro, and Scripting to manage MacOS computers and iOS devices in an enterprise environment
Ability to thrive in dynamic, fast-paced, often ambiguous environment and be willing to make decisions and commitments
Experience supporting File Share systems – both on premise Window File Sharing/NAS or cloud solutions like Box.com or Dropbox.com
Experience using a structured IT Service Management process and system like ServiceNow, ZenDesk, or Remedy
Experience creating and managing user accounts in a Microsoft Active Directory Environment
Strong work ethic, desire to seek opportunity to assist versus needing to be told exactly what to do
Bachelor’s degree or equivalent experience in technical environment
Experience in providing excellent service to internal and external customers
Experience writing instructional, process, or system documentation
Ability to thrive in dynamic, fast-paced, multi-team environment serving a global enterprise

127

Desktop Support Specialist Resume Examples & Samples

Advanced Hands on Experience with Imaging Windows 7 and Windows 10 workstations - this is an AGM image specific to the Army so they need familiarity with imaging
Knowledge of IAVA's - knowing how to read scans and have hands-on knowledge mitigating vulnerabilities (CATI/CATII - low, medium and highs)
Secret Clearance, Security +CE, NEED operating certification Windows 7 accepted, but Windows 10 preferred
Experience setting up Windows 7 or Windows 10 workstations

128

Desktop Support Specialist Resume Examples & Samples

Installs and configures all new PCs and laptops
Performs hardware and software break / fix work including but not limited to upgrades
Develops expert understanding of PC hardware, software, internal software and associated technologies
Diagnoses/resolves end-user problems including recognition, isolation, research of software/hardware errors/features if required and problem resolution
Executes planned and unplanned infrastructure downtime activities as required
Assist in maintaining the LAN/WAN infrastructure on a day-to-day basis
Monitoring the infrastructure to identify/resolve issues
Responding to escalated end-user issues
Participate in maintenance activities geared to ensuring the health and availability of infrastructure equipment
Providing problem analysis and support to ensure proper escalation during outages or periods of degraded infrastructure performance
Moves employee equipment
Organizes and maintains equipment inventory levels
Analyzes and evaluates PC hardware and software
Responsible for a broad set of desktop and related technologies including high-end copiers, scanners, and printers
Assists with purchase order activity
Frequently lifts, carries, or otherwise moves and positions objects weighing up to 50 pounds
Provides support utilizing all available tools including remote control technologies
Assists in the coordination and execution of planned and unplanned infrastructure downtime activities as required
Understudies one or more infrastructure technology disciplines
Grasps concepts and develops skill-set
Applies learning on a supervised basis
Associates degree
2-3 years of technical work experience
Experience in a Windows 7, Windows 8, and Mac OS X environment
Experience with Office 2010 and above
Experience with multiple hardware platforms
Experience with iOS and Android mobile platforms
Certifications a plus (A+ or other)
Sound analytical skills
Collaborative/enjoys working in teams
Highly productive in a fast paced environment

129

Desktop Support Specialist Resume Examples & Samples

Proficiency in Microsoft Office: Excel, Word, Access; Outlook
Customer Service: Skilled to communicate with all levels of management, internal and external customers
Business Analysis Knowledge: Skilled to work in a fast paced environment. Must have strong analytical and problem solving skills
Ability to work well as a member of a team or independently
Effective Business Communication: Skilled in communicating with technical and business constituencies in writing effective business specifications and requirements
AA/AS - Associates Degree or related experience required
BA/BS - Bachelors Degree or equivalent preferred
One to three years of Technical Support experience utilizing ticket systems, providing desktop support services, and technical support for users either locally or remote based
One to five years related experience required
Certifications: Microsoft Technology Associate; Microsoft Certified Solutions Associate; Microsoft Office Specialist (MOS) Master;CompTIA A+ ; ITIL foundations

130

Desktop Support Specialist Resume Examples & Samples

Desktop/Telecom /Mobility skills and troubleshooting experience
System Deployment and Systems Management knowledge. Microsoft SCCM preferred
Working knowledge of Active Directory, Group Policy, Domain Services (such as Print, DHCP, DNS) and network connectivity
Good verbal/written communications skills and strong interpersonal skills to interact positively and productively with associated computer systems, end-users and co-workers
Also must be available to provide 24hour On-Call support as directed by the leadership of Corporate IT support
Not required, though occasional opportunities may arise
180 day accomplishments:(Required for Executive level roles, optional for other roles)
MCSA, MCITP, HDI Certification, or A+ certifications preferred

131

Desktop Support Specialist Resume Examples & Samples

Responds to and resolves support-related service desk tickets based on severity level, adhering to pre-defined SLAs
Works with staff with ultimate goal of resolving 90% of all incidents without escalating
Escalates to higher level when appropriate
Communicates and documents common issues and resolutions to other support staff to minimize user downtime
Communicates and coordinates with senior technical staff to permanently resolve recurring or common issues
Provides feedback to management on support trends and issues
Provides leadership to other members of the team as a senior-level specialist
Performs software installations or hardware deployments following standard procedures
Leverages available tools and resources
Coordinates with users to ensure timely delivery following standard SLAs
Performs system rebuilds and upgrades as needed and follows standard operating procedures
Replaces component level hardware and/or perform software upgrades as needed, while minimizing user downtime
Provides metrics and trending information to management
Leads small scale projects
Provides support and ad hoc resources for larger projects and initiatives
Provides on-call support on a rotational basis or as needed
3 years' IT support experience in the relevant area of technology
3 years' proven customer service experience, and must communicate clearly, courteously and professionally over the phone
Experience supporting remote users using technology such as VPN, VNC, Citrix
Experience supporting WINS, DNS, Active Directory preferred
Experience supporting Microsoft and/or Linux servers preferred
Experience supporting MS Exchange preferred
Strong understanding of TCP/IP, DNS, and networking principles
Demonstrated ability to probe, diagnose and resolve customer issues
Excellent listening skills
Ability to prioritize and handle multiple tasks
Ability to communicate technical information to nontechnical personnel

132

Desktop Support Specialist Resume Examples & Samples

Strong verbal and written communication skills; you must be able to explain complicated computer issues succinctly and clearly
Strong listening and comprehension skills; you must be able to interpret computer issue explanations from users and make decisions and recommendations
Strong computer troubleshooting skills; you will interact with a great variety of software and hardware, and should feel comfortable troubleshooting problems in various settings. This includes Microsoft Office, Adobe Creative Cloud, Kaspersky Antivirus, Microsoft Windows, and Apple’s macOS. You should also be comfortable with Dell and Apple hardware troubleshooting and basic maintenance
The ability to see a problem through to resolution, know when to escalate, and when to let the customer get back to work
Excellent personal time management skills; this role is demanding of your time and resources, and you must be able to fit everything in
A genuine passion for customer support; helping people solve computer problems comes naturally to you, and you want to help our users improve their relationship with technology just as much as you want to make them happy

133

Desktop Support Specialist Senior Resume Examples & Samples

Over five years’ experience supporting MacOS and Windows-based end user platforms
MiWorkspace endpoint build process
Experience with the following applications/tools

134

Desktop Support Specialist Resume Examples & Samples

4-5 Years of Desktop/Server Support, Audio Video Conferencing, User Support
Certification in Microsoft Technologies- Server/Desktop or equal Experience. MCSE or MCP qualified
IT Basic knowledge in Networks, Operating Systems, MS Office etc. Desktop / Laptop troubleshooting. Scripting knowledge (PowerShell) will be an added advantage

135

Desktop Support Specialist Resume Examples & Samples

3+ years technical support total experience (or equivalent combination of education and experience)
Full working knowledge of Windows 7/10 and Mac OS X 10.6/7/8/9/10/11 in an Active Directory enterprise environment
Working knowledge of hardware troubleshooting, installation, and configuration on Mac/PC platforms
At minimum a certification such as A+ or MCP/MTA; higher level certifications accepted (for candidates with strong experience, we will consider those without an active certification but who have the ability to obtain both within 6 months) - Ability to lift and move equipment up to 50 lbs
Ability to script using batch, PowerShell, VBS, Bash, and/or Perl
Endpoint management experience Absolute Manage, Casper, SCCM, and Altiris - MDM experience (Blackberry, iOS, Android, Microsoft)
ACSP, Network+, Security+, MCSA
Experience at NIH

136

Desktop Support Specialist Resume Examples & Samples

Provide technical and administrative support to include installation, maintenance, scheduling, and operational support of Meeting Management Technology; as well as on-site field support to customers for installation, and servicing and repairing of systems and equipment
Provide tier 2 user support of various systems/equipment such as PC, Windows 7 OS, mobile devices
Blackberry, Andriod and iPhone, printers, MS Office
Set up network printers, or new desktops and laptops
Set up email profiles on mobile devices
Provide desktop imaging and push out software updates using SCCM
Set up users to the network, update network drivers, and add clients that run VPN over Citrix; escalate additional troubleshooting to tier 3 technicians
Responds and follows-up on internal and external customer support problems. - Applies problem analysis and solving skills critical in identifying, resolving or escalating issues to appropriate personnel/service area/ manager for follow up, testing and troubleshooting
Supports disaster recovery and adapts to various types of situations, clients and tools
Ability to work well under pressure and to meet deadlines
Performs analyses and prepares reports on system problem trends and issues. - Be professional and responsive to user requests while working in a high vollume fast paced environment - the Emergency Operations Center of CDC
High school diploma and 4+ years experience (or equivalent combination); experience to include hands-on desktop support / troubleshooting
Experience resolving IT hardware, software and equipment problems, imaging and deployment of hardware, etc
Experience with some or all of the following technologies
PC, Windows 7, Windows 10, printers, MS Office 2016, BitLocker encryption, mobile devices
Blackberry, Andriod and/or iPhone. - US Citizenship or greencard and ability to obtain a NACI clearance
Analytical and problem solving skills Competencies: - Interpersonal skills to work with customers and other personnel
Excellent time management and organizational skills - Strong verbal and written communication skills
A+ Certification is strongly preferred
Ability to patch/connect in fiber optic and copper cross-over cable uplinks for routers and switches as directed by the Data Network team

137

Desktop Support Specialist Resume Examples & Samples

40% - Customer Support
30% - Desktop Support
15% - Server and System Administration
5% - IT Security Management
An Associate’s degree in an engineering, science, or technology field
2-3 years of experience supporting and administering computers running modern versions of the Microsoft Windows operating system in an Active Directory environment
1-2 years of experience administering computers and servers running multiple current distributions of the Linux operating system
Demonstrated experience resolving desktop productivity software issues, network connection errors, and desktop and network printing problems
An ability to work effectively in a team environment and independently with minimal supervision
This position may work with and/or support systems that maintain or process sensitive institutional data as defined by university policy. Successful candidates must comply with federal, state and local law and/or university policies or agreements that require the university to implement specific privacy and security safeguards including, but not limited to: ITAR, EAR, HIPAA and FISMA. Responsible for protecting data and information from unauthorized release or from loss, alteration or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement
A Bachelor’s degree in an engineering, science, or technology field
Experience supporting Apple computers running current and recent versions of the macOS operating system
Experience using desktop management tools to administer dozens to hundreds of computers in a single IT environment
Experience writing and editing Linux command line shell scripts
Familiarity with desktop storage devices and backup technologies
Experience providing IT support in a college or university environment

138

Computer Desktop Support Specialist Resume Examples & Samples

Knowledge and experience in troubleshooting and maintaining PC and Mac hardware, operating systems, complex and moderately complex applications
Knowledge of PC and networking software, hardware, standards and security, and operation of Group Policy Objects in Active Directory
Experience with Windows 7/8/10 operating system, Macintosh OS, desktop applications, PDA's, cell phones and peripherals
Experience providing customer service in a high paced environment
Knowledge and understanding of operation of login scripts, network protocols, such as TCP/IP and writing login/mapping scripts
Organizational skills to establish work priorities and complete multiple simultaneous tasks with frequent interruptions, and meet deadlines
Technical and problem-solving skills to convey concepts and technical information to a non-technical audience; and to instruct and train faculty, staff and others
Experience designing, assessing and implementing technology to enhance existing or newly defined operational processes or applications

139

Desktop Support Specialist Resume Examples & Samples

Provides advanced end-user support for all IT related issues
Documents, tracks and monitors Desktop Support trouble tickets to ensure a timely resolution
Responds to telephone calls, email, and tickets for technical support
Analyzes, diagnoses, tests and resolves complex desktop end-user problems
Maintains precise and accurate accounting of IT inventory, licensing, and assets
Installs, maintains, and repairs hardware components to ensure optimal performance is achieved
Recommends system modifications to reduce incidents and problems
Remotely installs software applications
Builds images for desktops
Ability to multi-task and prioritize workflow
Create and maintain knowledgebase and reference documentation
Creates user accounts and maintains end-user security in various systems
Assists Infrastructure and Development groups as needed
Provides training to end-users on hardware related items
Assists or leads important IT tasks and projects.Reasonable and consistent attendance to fulfill requirements of the position
Familiarity with ITIL best practices
Advanced knowledge of desktop security practices and applications
Advanced knowledge of virus protection technologies
Advanced knowledge of testing and deploying desktop applications using industry best practices
Advanced understanding of Microsoft Windows 7-10
Advanced understanding of Microsoft Office Suites 2010-2016
Advanced understanding to conduct problem recognition, research solutions, isolation, and follow-up steps
Advanced understanding of supporting end user connectivity from home networks, hotel and outside office networks
Advanced understanding of Web/Videoconferencing Applications
Advanced oral and written communication skills
Strong understanding of Multifunction Printers/Copiers and desktop printers
Strong understanding of Macintosh Computers
Strong understanding of Microsoft Networking
Highly motivated and able to work independently or as a member of a teamProficient with Microsoft Word and other applications in the Microsoft Office suite
Associate degree with focus in Computers preferred
Minimum of 3 years of experience as a Desktop Support Specialist required Experience in higher education preferred
Able to sit, stand, kneel, walk, and reach
Read a computer screen and written material
Write, type, and use phone system
Good working environment with the absence of disagreeable conditions

140

Desktop Support Specialist Resume Examples & Samples

Assist clients with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software
Troubleshoot and resolve unique desktop hardware and software problems on a daily basis and use his/her understanding of system products and services to assist users
Lead or participate in projects deploying or supporting new software, desktop infrastructure or technology to a business group
Provide good business management, develops and promotes relationships with both client and other system engineers
Ensure management escalation of high priority issues and prioritizes problem resolution
Work with vendors on purchase/troubleshooting of hardware/software i.e. Dell, HP and others
Any other duties as required
Should have 3 - 5 years technical experience
1~2 years of trading room support is a plus
Experience with the organization technology, standards and procedures, software and infrastructure
Customer service oriented and experienced problem solver
Must be able to handle multiple tasks simultaneously
Experience troubleshooting hardware issues and replacing hardware on both Desktop and Laptop PCs
Experience installing software, updates on Desktops, Laptops
Excellent knowledge in Microsoft products including office suits and operating systems
Excellent knowledge in VPN and wireless configuration to assist users to connect into office environment from home
Familiarity with Remedy or any type of Help Desk ticketing systems would be a plus
An understanding of the ITIL framework
Task oriented and excellent attention to details
Ability to exercise good judgment in prioritization and problem resolution
Must be a team player with outstanding communication skills
Analytical thinking, problem solving and commitment to quality
Flexible to work overtime/weekends and on-call
Excellent English written and verbal communications skills

141

Desktop Support Specialist, Santa Ana / LA Resume Examples & Samples

Provides direct and telephone support to company personnel with respect to the company’s desktops computers, peripherals, telephones and/or Voice over IP (VOIP) , networked systems, and all related software programs; answers questions of a general nature; provides step-by-step technical instruction and support; trouble-shoots and resolves problems; logs issues into the company’s information technology case system to ensure events are properly reported and resolved within established quality service level guidelines
Performs routine system or user administrative tasks, such as system specification changes or the addition, change, or deletion of employees on the company’s various systems and networks; ensures necessary documentation is attained and properly authorized for such requests; originates and maintains system and user files
Participates as a member of the company’s incident response team in the event of a technology emergency or breach in confidential information
Works with vendors and various outside professional information technology organizations in the maintenance and purchase of network equipment, software and accessories
Assists in analyzing and deploying hardware and software updates and other patch management directives
Assists in special projects and tasks for the department of a diverse nature under the direction of the Information Systems Manager
Responds to inquiries and refers issues to the appropriate department or person, and exhibits the necessary follow through with customers and/or staff involved
Operates computer terminal, personal computer or laptop, network console or other related computer components to input and process information and resolve problems within given authority
Maintains basic knowledge and awareness of financial industry technical status and trends
Prepares a variety of routine and special reports as required
Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions
Follows policies and procedures; completes tasks correctly and on time; supports the company’s goals and values
Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action
Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct
Performs other duties and projects as assigned
Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Fair Housing Act (FHA), Home Mortgage Disclosure Act (HMDA), Real Estate Settlement Procedures Act (RESPA), Fair Credit Reporting Act (FCRA), Bank Secrecy Act (BSA) in conjunction with the USA PATRIOT Act, Anti-Money Laundering (AML) and Customer Information Program (CIP), Right to Financial Privacy Act (RFPA, state and federal) and Community Reinvestment Act (CRA)
Basic experience, knowledge and training in information technology department operations
Basic skills in information technology operations, voice and data communications, troubleshooting techniques, user and software support, including but not limited to, desktop applications and network administrative programs and resources
Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook
Intermediate math skills; calculate interest and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs
Exceptional oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees
Ability to work with general supervision while performing duties
Associate’s degree (AA) or equivalent from a 4 year college or technical trade school and a minimum of 3 years related experience and/or training. Work related experience should consist of a technical background in information resources, products or services

142

Desktop Support Specialist Resume Examples & Samples

Troubleshoot desktop operating system, application errors and PC hardware issues
Manage trouble tickets from inception to closing, includes tracking resolution progress and updating customers on ticket status
Provide OS and database maintenance
Provide Break/fix support
Server Support and OS support/troubleshooting

143

Desktop Support Specialist Resume Examples & Samples

Diagnose and resolve technical hardware and software issues including password resets, user setup and changes, and coordination with outside support vendors for equipment repairs
Rebuild PCs when returned due to problems or recovery from previous user for redeployment
Complete, record and maintain accurate asset tracking information for all Laptop, Desktop PC’s, printers and other peripheral equipment deployed
Perform the necessary steps to troubleshoot and resolve any problems with PC and PC related hardware, software and printing equipment
Associate’s degree in Computer Science or equivalent years of experience in a similar capacity
Two to three (2-3) years of experience in hands-on support of PC applications and help desk support
Must have an excellent customer service/orientation attitude and PC skills necessary to support a fast-paced user environment
One of CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST) preferred
Hardware System experience: Intel Compatible PC’s and peripherals, Dell desktop/laptops, Print Servers, Printers, Apple computers
Network Topologies Supported: Ethernet, Frame Relay, ADSL, Active Directory
Operating Systems Support: Windows Operating Systems, Macintosh
Vendor Software: Antivirus, Microsoft Office, etc

144

Desktop Support Specialist Resume Examples & Samples

Configures, installs, and supports desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals
Provides enhanced VIP desktop and user support service
Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required
Provides software support for users of NCI-provided applications (as identified by the task)
Provides virtual assistance sessions such as Bomgar and Apple Remote Desktop, including end-user documentation and instructions
Uses an IT ticket system, is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist for action and ensures that their tickets are resolved, and closed out with the customer and in the system
Bachelors and 3 years or Associates degree and 5+ years of technical support (or equivalent combination of education and experience)
Experience in current desktop and laptop computers
Experience supporting various operating systems - expertise should include Windows 7/10; and some MAC OS (ideally 10.8 and above)
3+ years of technical support experience in Microsoft suite
Experience using ticketing system (preferably ServiceNow)
Strong customer service and end user equipment support skills; preferably with some experience support VIPs
Strong written and oral communications required
Experience mentoring entry level staff in technical duties and knowledge is strongly preferred
ITIL foundations certification or ability to obtain certification
Bachelor’s Degree preferred; ideally in Business, Engineering, Computer Science, Information Systems, or Social Science
One or more of the following certifications is desired
Apple Certified Support Professional
Enterprise Desktop Support technician on Windows 7
MCITP: Enterprise Desktop Administrator on Windows 7
Microsoft Certified Technology Specialist: Windows 7

145

Desktop Support Specialist Resume Examples & Samples

3-5 years of experience in a busy office setting
Associate’s degree at a minimum
Excellent organizational skills, including the ability to manage multiple tasks and quickly shift among competing priorities
Customer service experience, superior interpersonal skills, and the ability to communicate effectively with a broad array of people
Superior computer and software skills and the ability to learn new systems quickly
Knowledge of audio-visual and video conference technologies and services
The successful candidate must have strong experience in MS Windows and Apple hardware/software, administration, maintenance, and support of the following operating systems: MS Windows (XP to 10), Mac OSX (up to 10.11) and Windows Server (2003-2012)
Proficiency with Microsoft Excel, Word, SharePoint, PowerPoint and WordPress
Must be able to life 50lbs., climb stairs, twist, bend and work in physically awkward positions

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