DESKSIDE SUPPORT TECHNICIAN RESUME EXAMPLE

Job Summary:

• Provide hands-on technical support to all staff and administrators
• Monitor and follow up calls in ticketing queue
• Provide support for hardware/software issues in-person
• Follow up to closed tickets to ensure customer satisfaction
• Provide resolution and assistance to issues related to the network migration
• Network access troubleshooting and repair including Wireless
• Confirm printer access, shared storage access and application access
• Provide resolution and assistance to standard supported applications: MS Office 365, Browser programs, Antivirus and other supported proprietary applications and systems
• Log and update all calls into Ticketing System
• Focus on Customer Satisfaction
• Establish, nurture, and maintain a strong interpersonal relationship with end-users
• Overcome situations where the end-user may be nervous, unhappy or angry

Skills on Resume:

• Technical Support (Hard Skills)
• Ticket Management (Hard Skills)
• Hardware Support (Hard Skills)
• Customer Follow-Up (Soft Skills)
• Network Troubleshooting (Hard Skills)
• Application Support (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Interpersonal Skills (Soft Skills)

Job Summary:

• Execute deskside support services at the request of clients.
• Collaborate with selected strategic team members to provide expertise and work direction.
• Support and maintain all equipment related to End User Computing during Break/Fix, IMAC (Install, Move, Add and Change) and Desk Side Service type events.
• Conduct technical support in accordance with documented standard procedures.
• Provide resolution for escalated service tickets and properly tracks all activity via the applicable ITSM tool.
• Maintain close contact and open communication with clients and management until an issue has been resolved.
• Provide manager with regular updates on problems encountered
• Identify possible longer-term solutions or improvements to reduce future problems.
• Work with Field Managers and Lead Technicians in the event of needed escalation to troubleshoot and solve technical problems.
• Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes.

Skills on Resume:

• Deskside Support (Hard Skills)
• Team Collaboration (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Incident Management (Hard Skills)
• Client Communication (Soft Skills)
• Proactive Problem Solving (Soft Skills)
• System Evaluation (Hard Skills)
• Escalation Management (Hard Skills)

Job Summary:

• Problem solving with a strong attention to detail while providing top-notch service to both onsite and remote users.
• Responsible for the end to end lifecycle of IT assets. 
• Image, deploy, maintain and retire all hardware including desktops, laptops, monitors, etc.
• Monitor team ticket queues, ensure SLOs are met and identify training opportunities. 
• Report on team performance metrics and suggest improvements
• Installation, configuration and troubleshooting of various applications
• Modern collaboration setup and support (Zoom, Microsoft Teams, Google Hangouts)
• Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems
• Maintain a detailed real-time asset inventory in ServiceNow
• Create and maintain documentation about common problems / fixes for computer systems and applications
• Resolves 2nd and 3rd level support issues concerning hardware, software, networking, active directory, applications, telecommunications and remote meeting coordination
• Responds to all queries, triaging each in a prioritized and timely manner
• Owns request tickets, performs follow-up, and ensures proper closure is reached and communicated
• Provides hardware support for PCs, Macs, printers, network, VoIP phones, wireless and handheld devices

Skills on Resume:

• Problem Solving (Soft Skills)
• Asset Management (Hard Skills)
• Performance Monitoring (Hard Skills)
• Application Support (Hard Skills)
• Collaboration Tools (Hard Skills)
• Mobile Support (Hard Skills)
• Documentation (Hard Skills)
• Technical Support (Hard Skills)

Job Summary:

• Able to deploy OS images for PC and Mac
• Coordinates with vendors and service providers for in-warranty hardware replacement and service
• Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and accommodate staff moves and changes
• Provides support for software with emphasis on Microsoft Windows, macOS, Office 365 products, Google Workplace, Adobe creative suites, and other in-house developed applications
• Responsible for updating and maintaining software products and applications 
• Participates in the evaluation, piloting, testing and launch of new hardware, software and apps
• Participates in various IT initiatives, helpdesk/desktop projects and research assigned
• Work with leadership to identify process gaps and improvement opportunities
• Create Help Desk/desktop communications, announcements and presentations to the company and subgroups
• Manages, maintains, and improves technical documentation

Skills on Resume:

• OS Deployment (Hard Skills)
• Vendor Coordination (Hard Skills)
• Equipment Configuration (Hard Skills)
• Software Support (Hard Skills)
• Application Maintenance (Hard Skills)
• Hardware Evaluation (Hard Skills)
• Process Improvement (Soft Skills)
• Documentation Management (Hard Skills)

Job Summary:

• Proceeds to install, control and monitor software and hardware in Desktop Management environments
• Implements requests for user account changes in Windows domain Active Directory and email management systems
• Resolves micro informatics issues primarily at the client's premises and / or remotely
• Diagnosis of problems occurring in the network and in systems or operating faults
• Hands and eyes to support other Claranet teams in customer facilities.
• Providing technical assistance and 1st line support for registered in the Maximo queries and issues related to computer systems, software, and hardware
• Creating accounts and configuring hardware as part of the on-boarding process according to Maximo requests
• Training new computer users
• Reporting and monitoring issues to the 2nd line support
• Providing during morning duties tests of main IT system according to list in Maximo health Check section
• Documenting internal procedures

Skills on Resume:

• Software Installation (Hard Skills)
• User Account Management (Hard Skills)
• Issue Resolution (Hard Skills)
• Network Diagnostics (Hard Skills)
• Technical Assistance (Hard Skills)
• Onboarding Support (Hard Skills)
• User Training (Soft Skills)
• Documentation (Hard Skills)