Job Summary:

• Provide Tier 1 and 2 end user support
• Interface with customers, providing remote phone and desk side IT support
• Provide onsite and remote telephone user support
• Troubleshoot Workstation and Network Printer Issues
• Monitor tickets and resolve all Remote Access/VPN connectivity issues
• Monitor, update and resolve all Print Server issues and service center tickets
• Report all applicable issues to Network or Systems Engineering for resolution
• Work with vendors to replace broken or non-functional equipment
• Propose solutions to systems and process issues to improve workflows and efficiencies
• Manage Software and Hardware Asset inventory
• Support for Microsoft Excel, Word, Access, PowerPoint, Project, and Outlook
• Support for Microsoft Windows 7, 8.1 and 10 operating systems
• Move Workstation and Printer Equipment
• Communicate effectively with co-workers and outside representatives
• Prepare written documentation as required to satisfy documentation standards

Skills on Resume:

• End User Support (Soft Skills)
• Remote IT Assistance (Soft Skills)
• Troubleshooting (Hard Skills)
• Ticket Monitoring (Hard Skills)
• Vendor Coordination (Soft Skills)
• Asset Management (Hard Skills)
• Microsoft Office Support (Hard Skills)
• Documentation Standards (Hard Skills)

Job Summary:

• Maintain inventory of all IT Assets, including but not limited to printers/copiers, desktops, laptops, mobile devices - from procurement, to deployment and reclamation
• Utilize Microsoft Intune to manage all IT Assets
• Working knowledge of Microsoft Teams, including conferencing room solutions
• Manage all IT Request forms and requirements, dissemination and tracking of all tasks to completion
• Act as assistant to Director IT and Manager, IT Infrastructure including meeting organization and scheduling, invoicing, providing performance data
• Ensure effective day-to-day delivery of IT services in alignment with the IT Department defined KPI’s
• Provide support and training to users who have questions about proper use of systems (Tier 1 and 2 support)
• Working closely with all IT staff to ensure quality and clarity on service deliverables.

Skills on Resume:

• Asset Management (Hard Skills)
• Microsoft Intune (Hard Skills)
• Microsoft Teams (Hard Skills)
• Task Management (Hard Skills)
• Meeting Coordination (Soft Skills)
• KPI Alignment (Hard Skills)
• User Support (Soft Skills)
• Collaboration (Soft Skills)

Job Summary:

• Resolve day in day out production incidents, tickets, issues
• Ability to track incidents/issues/tickets
• Generate weekly/Monthly reports for incidents/tickets.
• Provide Root cause analysis for the incidents/issues/tickets.
• Provide automation for repeated issues/tickets.
• Coordinate with Development team with enhancements solution design
• Resolve issues by communicating with multiple teams and able to do good documentation
• Maintain very close collaboration with the Team and flexible to work Shifts and Production Oncall support delivery
• Image and Deploy 100-130 laptops and associated peripherals for our client's Evergreen Project
• Utilize the client's standard imaging and workstation transition process
• Work in collaboration with the Team Lead, Desktop in scheduling the Evergreen replacements
• Demonstrate a high performance, high discipline, and safe, accountable, focused, innovative and achievement-oriented, easy to do business manner of working.

Skills on Resume:

• Incident Resolution (Hard Skills)
• Ticket Tracking (Hard Skills)
• Report Generation (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Automation Solutions (Hard Skills)
• Team Coordination (Soft Skills)
• Documentation Skills (Hard Skills)
• Laptop Imaging (Hard Skills)

Job Summary:

• Answers the telephone service line, and provides advice on IT needs for end-users, and equipment replacement 
• Provides in-person and remote resolution of customer incidents and requests
• Escalates unresolved incidents to appropriate teams 
• Uses appropriate tools and technical knowledge/skill to troubleshoot, diagnose, and accurately resolve at first contact
• Accurately records details of all incidents, tasks, problems, and timelines to the incident log. 
• Escalates to appropriate team if unable to resolve
• Updates the knowledgebase regularly
• Ensures the proper prioritization and escalation process of incidents to the appropriate teams
• Communicates deadlines and consistently follows up with all end-users daily
• Supports Hennepin Healthcare's desktop computing environment and all of its related components
• Researches and participates in relevant training opportunities and resources
• Assists in developing new technical standards and procedures for the desktop computing environment
• Participates in technical projects, and provides effective communications with team members
• Provides feedback into the ongoing configuration of Hennepin Healthcare's desktop computers
• Understands Hennepin Healthcare's IT Security practices and the confidential nature of user passwords
• Provides effective oral and written communication to management 
• Provides regular and/or off-hours on-call problem support 

Skills on Resume:

• Technical Troubleshooting (Hard Skills)
• Incident Management (Hard Skills)
• Customer Service (Soft Skills)
• Knowledgebase Updates (Hard Skills)
• IT Security Awareness (Hard Skills)
• Team Collaboration (Soft Skills)
• Continuous Learning (Soft Skills)
• Project Participation (Hard Skills)

Job Summary:

• Analyze, diagnose and resolve complex desktop end user problems and suggest corrective solutions.
• Handle system administration of enterprise desktop asset management software tools.
• Assist with patch management functions, develop scripts to automate repetitive tasks regarding PC and A/D management, and automate software application, upgrade and installation.
• Serve as a technical expert for root cause analysis and problem resolution, coordinate problem resolution activities including escalation to external suppliers 
• Review logs, notifications and collected data to find trends and anomaly events associated with network system, application and security issues.
• Support the Bank’s end user computing systems including desktops, laptops, tablets, A/D accounts to network and internet access workstation configurations, printer configurations, hardware, mobile device provisioning, and standard software (Windows, Office, Browser, etc.).
• Design, implement and supports application delivery infrastructure for desktop and mobile devices.
• Create application install packages and wrapping applications for delivery through a software distribution infrastructure.
• Test integrated applications against Bank standard image, software compatibility and utilities, and hardware in production environment.
• Manage solutions to identify, prevent and mitigate vulnerabilities and threats associated with workstations mobile devices, application and operating system configuration.
• Create and update technical documentation required to support systems, infrastructures, applications and processes.
• Maintain awareness of and compliance with all policies, standards, procedures, and federal and state laws applicable to the job

Skills on Resume:

• Problem Resolution (Hard Skills)
• Desktop Asset Management (Hard Skills)
• Patch Management (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Network Monitoring (Hard Skills)
• Application Delivery (Hard Skills)
• Vulnerability Management (Hard Skills)
• Technical Documentation (Hard Skills)

Job Summary:

• Respond to user requests, to diagnose, categorise and prioritise incidents effectively delivered to the EMEA Infrastructure team, ensuring as many incidents and requests are resolved at first point of contact using the tools and knowledge sources available
• Keeping users informed of progress, providing outstanding customer service at every stage.
• Maintain under supervision the Regional IT Infrastructure services
• Maintenance and management of region-specific services and applications provided by the global data centres
• Assist with the implementation of Regional IT systems across EMEA
• Administer and maintain the security and access to regional business systems as is necessary to the business
• Working with external suppliers and vendors to achieve timely resolutions to incidents and requests where services are supported and/or hosted by third parties. 
• Liaise with third party support companies
• Perform other duties as defined by the Manager Collaboration Technologies
• Maintain Support Projects using MS Office applications

Skills on Resume:

• Incident Diagnosis (Hard Skills)
• Customer Service (Soft Skills)
• IT Infrastructure Management (Hard Skills)
• Application Maintenance (Hard Skills)
• Systems Implementation (Hard Skills)
• Security Administration (Hard Skills)
• Vendor Liaison (Soft Skills)
• Project Management (Hard Skills)

Job Summary:

• Research moderate to complex problems to identify, diagnose, resolve and follow up on tier II issues with end users (i.e. PC, email, internet, VPN, mainframe and etc.). 
• Use software utility programs in diagnosis for troubleshooting and/or create script/imagines to gain efficiencies in mass updates.
• Apply systematic troubleshooting methodology to consistently and accurately diagnose underlying causes of concern and resolves issue. 
• Identify workarounds as a temporary solution.
• Participate in new application rollouts, evaluations, testing and special projects related to software/hardware, utilizing automation, to expedite the process.
• Collaborate with development staff to recreate problems in the test environment.
• Analyze phone calls, emails, and trouble tickets and recommend and implement solutions to eliminate issues and/or be more proactive in solving issues at tier II support.
• Troubleshoot network printer problems.
• Distribute, install, maintain, manage and provide guidance on all networked and standalone PC software for all locations.
• Image burning, roll out and physical moves of desktop PCs, Laptops, and peripheral equipment.

Skills on Resume:

• Problem Diagnosis (Hard Skills)
• Troubleshooting Methodology (Hard Skills)
• Script Automation (Hard Skills)
• Workaround Identification (Hard Skills)
• Application Rollouts (Hard Skills)
• Collaboration (Soft Skills)
• Network Printer Support (Hard Skills)
• Software Management (Hard Skills)

Job Summary:

• Perform hardware troubleshooting of laptops (level 2)
• Perform hardware repair of a laptop (e.g. mobo, LCD, card replacements)
• Provide basic support for Windows 10 and office 2016
• Prepare new laptops for new users (imaging process)
• Migrate user data from hard drive to new laptop profile 
• Setup and deliver new laptops, docking station and monitors for users
• Provide the upkeep, configuration, and reliable operation of enterprise computer systems within a Windows environment
• Ensure that the uptime, performance, resources, and security of the technologies manage to meet the needs of the users
• Administer infrastructure, including firewalls, operating systems, malware protection software, and other processes
• Engineer creative solutions for the challenges of a rigorous technical environment
• Problem-solve system and operational issues, resolve technical deficiencies through efficient troubleshooting
• Proactively create new automation processes for routine tasks
• Provide users with the utmost attention and using relationship skills to keep users happy

Skills on Resume:

• Hardware Troubleshooting (Hard Skills)
• Hardware Repair (Hard Skills)
• Windows Support (Hard Skills)
• Laptop Imaging (Hard Skills)
• User Data Migration (Hard Skills)
• System Administration (Hard Skills)
• Technical Problem-Solving (Hard Skills)
• Automation Development (Hard Skills)

Job Summary:

• Answering helpdesk-related calls, emails, chats.
• Support for PCs/MAC, laptops, printers, mobile OS support for Apple and Android, tablets etc.
• Support end users in their use of applications such as Microsoft Office Suite including Word, Excel, Outlook, PowerPoint, workshare, CRM, remote VPN, and Adobe products.
• Assist with computer deployments – Image, backup and deploy software.
• Basic network troubleshooting and cabling.
• Review security logs and work with SOC to address situations that arise.
• Execute day-to-day support across local infrastructure. 
• Ensure all desktop/infrastructure issues are effectively supported.
• Work on projects as time permits when support calls are complete.
• Respond to incident tickets, radio, email, and personal requests for technical assistance. 
• Maintain, analyze, troubleshoot and repair systems, hardware, peripherals, printers, wireless RF devices, and applications. Including but not limited to Windows 7, Client Access, Client/Server software and other locally installed applications.
• Assist with moving IT-supported equipment for user and/or workstation relocation requests.
• Perform new system deployment and replacements.
• Perform diagnostic, troubleshoot and fix RF guns, and related infrastructure.

Skills on Resume:

• Helpdesk Support (Soft Skills)
• PC/MAC Support (Hard Skills)
• Application Assistance (Hard Skills)
• Computer Deployment (Hard Skills)
• Network Troubleshooting (Hard Skills)
• Security Log Review (Hard Skills)
• Technical Repair (Hard Skills)
• RF Device Troubleshooting (Hard Skills)