Job Summary:

• Build and Install PCs, and peripheral devices, and set up new users
• Use IT ticketing system to accurately record and update incidents, requests etc.
• Provide Desktop support for end-user workstations– primarily Windows 10. 1st, 2nd Line support issues and above.
• Setup, deploy and troubleshoot user devices e.g mobile phones, IPads etc
• Assisting with Incidents, Service Requests, and PC Refresh.
• Imaging of new equipment and installation of customer-provided software.
• Deployment of assets in multiple locations across the client agencies.
• Assistance with user data/settings identification and restoration per customer instruction when applicable.
• Validation of hardware and application functionality.
• Providing post-deployment support for desktops/laptops.
• Interaction with customers, associates, contractors, and vendors to ensure customer satisfaction.
• De-installation of assets including any necessary data removal per customer guidance.
• Remote resolution of Incidents when possible.
• Monitoring and tasking of Service Requests and Asset updates per client direction.
• Diagnose and resolve software and hardware incidents across a range of software applications

Skills on Resume: 

• PC Building and Installation (Hard Skills)
• IT Ticketing System (Hard Skills)
• Desktop Support (Hard Skills)
• Device Setup (Hard Skills)
• Imaging and Software Installation (Hard Skills)
• User Data Management (Hard Skills)
• Customer Interaction (Soft Skills)
• Incident Diagnosis (Hard Skills)

Job Summary:

• Deployment of new user Macs, iPads and/or iPhone hardware
• Complete installation, setup, configuration and support of Mac, audiovisual equipment, tablets, printers, mobile devices and Zoom desk phones.
• Provides application assistance to end user as requested, replicates errors, resets computers and printers.
• Responsible for verifying and upgrading computer software
• Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate
• Provides technical support at various events
• Researches and recommends system equipment upgrades and manages equipment inventory
• Develops and tests user documentation and administers user accounts
• Works with hardware vendors to resolve equipment failures/problems
• Contribute to company goals by accomplishing related duties
• Explain and document technical issues in a clear way to end users
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
• Positive, service-oriented attitude, teamwork-oriented mentality, and sharpened writing, oral and interpersonal skills.
• Occasional travel to field offices throughout Europe for support, implementation, preventative maintenance and training.

Skills on Resume: 

• Mac and Mobile Device Deployment (Hard Skills)
• Installation and Configuration (Hard Skills)
• Application Assistance (Hard Skills)
• Troubleshooting (Hard Skills)
• Event Support (Hard Skills)
• Equipment Research (Hard Skills)
• Documentation Development (Hard Skills)
• Customer Service (Soft Skills)

Job Summary:

• Initiates, updates, tracks and closes incident/support requests.
• Laptop/desktop setup and support for all regions.
• Set up and support Zoom, basic networking and WiFi access, VPN access and other company service solutions.
• Installs / replaces hardware and applications 
• Provides basic Active Directory user administration.
• Documents configurations and procedures
• Works with other team members when necessary to correct or improve desktop and/or laptop performance.
• Provides technical support, training, and guidance to team members or less experienced technicians.
• Works with the team to ensure that all procedures and processes are clear and defined.
• Assist with inventory and asset management for all IT equipment.
• Setup and configuration of new PCs Statewide
• Wiping drives in old PCs or working in the warehouse,
• Lead Install Tech works with PC Refresh Team Project Managers and Deployment Leads to deploy new PCs to Agencies going through a PC Refresh.
• Oversees a group of technicians and acts as a point of contact on-site.
• May work independently completing PC installs or as a part of a team in a lead role.

Skills on Resume: 

• Incident Management (Hard Skills)
• Laptop/Desktop Support (Hard Skills)
• Zoom and Networking Setup (Hard Skills)
• Hardware Installation (Hard Skills)
• Active Directory Administration (Hard Skills)
• Documentation (Hard Skills)
• Technical Training (Soft Skills)
• Asset Management (Hard Skills)

Job Summary:

• Troubleshoot and solve problems reported by users.
• Troubleshoot hardware, software and network issues.
• Provide remote support for any technical issues.
• Administer desktop computer hardware and systems (CentOS 7, MacOS 10/11, Windows 10), security updates and patches.
• Maintain user accounts on all systems.
• Create and maintain related documentation.
• Monitor and improve the system’s performance.
• Install floating and local license keys.
• Maintaining inventories of hardware and software.
• Collaborate with Technology team members to ensure efficient operation of the organization’s desktop computing environment.
• Liaise with third-party support and PC equipment vendors.
• Maintain system configuration via a version control system.
• Troubleshoots issues that arise during the installation of the new PC.
• Follows refresh checklist to ensure accurate installation and processes are completed.

Skills on Resume: 

• Problem-Solving (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Remote Support (Hard Skills)
• System Administration (Hard Skills)
• User Account Management (Hard Skills)
• Documentation (Hard Skills)
• Performance Monitoring (Hard Skills)
• Vendor Liaison (Soft Skills)

Job Summary:

• Support in a 7/24/365 environment under direct supervision
• First and central point of contact for all service events related to the IT environment
• Provides Tier I technical HW/SW, application and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions
• Review incoming requests, both computer generated and verbal such as sort, code and may prioritize for proper action
• Resolves problems or contacts more senior technical support as necessary
• Provides technical support to teams within the organization, and to external clients
• Assists with systems integrations
• Manages ticketed query system and ensures a comprehensive database of queries and resolutions is kept up to date
• Maintains and updates technical documents and procedures
• Provides initial triage and response for incoming service desk tickets and calls.
• Identifies, diagnoses, and resolves problems for end-user computer software and hardware, network, Internet and technology in a complex 24x7 environment.
• Performs one-on-one end-user problem resolution over the phone and in person.
• Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
• Provides ongoing communication & status reports with users, team & managers.
• Assists with installations of local area network cabling and equipment as well as deployment of new applications and enhancements to existing applications.

Skills on Resume: 

• Technical Support (Hard Skills)
• Problem Diagnosis (Hard Skills)
• Service Request Management (Hard Skills)
• Systems Integration (Hard Skills)
• Documentation Maintenance (Hard Skills)
• End-User Resolution (Hard Skills)
• Hardware Configuration (Hard Skills)
• Communication (Soft Skills)

Job Summary:

• Help build out, maintain, and troubleshoot rapidly expanding infrastructure including Lenovo laptops running Windows 7 and Windows 10.
• Provide superior support to all users including VIP executives.
• Demonstrate superb technical competency
• Delivering mission-critical infrastructure and ensuring the highest levels of availability, performance and security
• Install, configure, test and maintain operating systems, application software and system management tools such as Office 365, Microsoft Office, Citrix Xenapp, Vmware Airwatch, Kace Desktop Management, Microsoft SCCM and Windows Updates.
• Proactively ensure the highest levels of systems and infrastructure availability
• Identify possible solutions, and work with developers to implement those fixes
• Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks
• Participate in the design of information and operational support systems
• Provide 2nd and 3rd level support
• Liaise with vendors and other IT personnel for problem-resolution
• Oversee development and maintenance of computer systems.
• Identify departmental needs and make suggestions regarding technical direction.
• Configure and install computer systems for other organizations
• Support for PC hardware, Android, Apple iPads and iPhones and other emerging technologies as identified.

Skills on Resume: 

• Infrastructure Maintenance (Hard Skills)
• User Support (Hard Skills)
• Technical Competency (Hard Skills)
• System Configuration (Hard Skills)
• Availability Management (Hard Skills)
• Scripting (Hard Skills)
• Vendor Liaison (Soft Skills)
• Cross-Platform Support (Hard Skills)

Job Summary:

• Install all PC equipment, including burn-in, imaging, and installing additional software in accordance with Firm standard procedures and setting up new workstations.
• Maintain PC hardware and parts inventory database and take physical inventory of all PC equipment
• Provide technical support to all PC users, troubleshoot PC and PC printer hardware problems, repairing or replace parts or PCs as necessary.
• Maintain OC service records, recording, monitoring vendor performance, and notifying management of problems where necessary.
• Escalate to second-level support, as appropriate, through other members of the IT Department.
• Maintain the Firm's mobile devices, including distribution, installation and end-user support.
• Answer role-related help desk phone calls and emails, create new help desk tickets from these, and route requests to appropriate team members.
• Manage ticket resolution in the help desk software database and all documentation pertaining to help desk tickets, issues and resolutions
• Acquire knowledge of Firm Desktop Applications and systems for level-one support.
• Coordinate and support all user relocations.
• Acting as a liaison between third-party vendors and users to ensure proper configuration of vendor-supplied applications
• Installation and configuration of network printers
• Develop, Document & and Train other on IT systems & best practice procedures
• Provide incident routing and escalation to other teams within the organization using the
• Inventory and maintain IT equipment (desktops, laptops, printers, scanners, monitors, and desk and smartphones).

Skills on Resume: 

• PC Installation (Hard Skills)
• Inventory Management (Hard Skills)
• Technical Support (Hard Skills)
• Service Record Maintenance (Hard Skills)
• Mobile Device Management (Hard Skills)
• Help Desk Ticketing (Hard Skills)
• User Relocation Support (Hard Skills)
• Vendor Liaison (Soft Skills)

Job Summary:

• Provide daily Level 1 support for various infrastructure I desktop support systems.
• Provide face-to-face or remote end-user support.
• Support and maintain user account information including rights, security, email, and system groups.
• Set up, install, maintain, and troubleshoot end-user hardware and software.
• Set up and deploy new desktop and laptop computers, including peripherals.
• Perform preventative maintenance on computer equipment.
• Set up and support network and local printers.
• Provide support for VOIP and mobile devices.
• Work with vendor support teams for incident resolution.
• Participate in the development of client training programs by identifying learning issues.
• Identify and provide input on unique or recurring end-user problems.
• Follow up on open tickets to ensure proper response and satisfactory resolution.
• Keep detailed documents regarding problems and solutions, while keeping the customer
• Updated on the status and resolution times.

Skills on Resume: 

• Level 1 Support (Hard Skills)
• End-User Support (Hard Skills)
• User Account Management (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Computer Deployment (Hard Skills)
• Preventative Maintenance (Hard Skills)
• Printer Setup (Hard Skills)
• Documentation (Soft Skills)

Job Summary:

• Provides administration and maintenance of IT hardware and software in production in conjunction with onsite & remote Delivery Teams.
• Resolve, Record and Update incident resolution/workflow details.
• Provide support on all Windows and MAC operating systems.
• Maintains documentation for site/client technical infrastructure.
• Provides support for all applications and technologies that are site-specific.
• Executes deployment of IT solutions in site according to specifications and procedures from the Service Delivery (SD) organization.
• Open/ Acknowledge/ Maintain/ Update status on open incidents, tasks, and change requests
• Coordinate, together with Service Delivery, to ensure compliance with the Organization's IT standards, policies
• Ensure the application of hardware and software security standards and procedures in accordance with organizational policy.
• Collaborates with SD Coordinator in the troubleshooting & management of site IT infrastructure, such as desktops, laptops, TS, printers, Mobile Phones, Blackberry, software & other devices
• Monitor and assist when necessary to ensure effective coordination of first-line and Service Delivery help desk services to users.
• Follow the ITIL process for escalation & resolution of incidents, and problems.
• Ensures that Incidents are resolved on the site while respecting the Service Levels for incidents.
• Mobile Phone assistance on the enrolment of the terminal according to a defined process
• Ensures that Service Requests are completed within SLA.

Skills on Resume: 

• IT Administration (Hard Skills)
• Incident Management (Hard Skills)
• OS Support (Hard Skills)
• Documentation Maintenance (Hard Skills)
• IT Solution Deployment (Hard Skills)
• Compliance Coordination (Hard Skills)
• Troubleshooting Collaboration (Hard Skills)
• SLA Management (Hard Skills)

Job Summary:

• Onsite patching according to SD, Datacentre or SDM request.
• Provides support to Infrastructure & Service Request teams in the resolution of Incidents & Service Requests for the site.
• Smart hand support is provided on request from SD, Datacentre or SDM.
• Reset power cycling of server, rooter etc.
• Tape rotation a per defined by tape SOP
• Patching network connection
• Dress appropriately according to customer and HCL policy
• Work effectively with colleagues and external teams by practicing punctuality, respect for deadlines and collaborative problem solving.
• Participates in the resolution of Complaints for Incidents & Service Requests.
• Proactive attitude in identifying and resolving potential issues that may cause Incidents or breaches of service levels.
• Provides support to users & sites for all incidents & requests that fall in the scope of work.
• Performs due diligence and maintains an inventory of devices onsite.
• Participates in Meetings for Incident & Service Request Management.
• Achieve & maintain knowledge of all applicable site procedures.
• Exercise appropriate workflow & time management.
• Strive to maintain outstanding customer service.

Skills on Resume: 

• Onsite Support (Hard Skills)
• Incident Resolution (Hard Skills)
• Smart Hand Support (Hard Skills)
• Equipment Power Cycling (Hard Skills)
• Network Patching (Hard Skills)
• Collaborative Problem Solving (Soft Skills)
• Proactive Issue Identification (Hard Skills)
• Customer Service (Soft Skills)

Job Summary:

• Complete multiple complex work assignments, using originality & innovation in determining how to accomplish tasks.
• Use remote assistant tools (BigFix / Bomgar), knowledge base (ServiceNow), & other tools to diagnose as appropriate & wherever available in the repair of customer issues within target time limits.
• Provide the customer with regular communication regarding the status of repair/installation including notification when repairs are complete.
• Communicate with the customer, appropriate advice & techniques to avoid future incidents of a similar nature.
• Contribute to deliverables & metrics where applicable.
• Ensure that systems are appropriately secured (case is locked, system password protected, etc.).
• Escalate the service request to the appropriate IT support for resolution if the problem cannot be handled within the provided time constraints.
• Provide prompt initial response to all assigned service requests.
• Troubleshoot the system problem & complete repair in a timely and efficient manner, ensuring minimal recurrence of problem
• Validate the user’s problem & provide information on a temporary workaround to allow the customer to continue to work, until the system is repaired.
• Document all required information into the call tracking system (ServiceNow).
• Complete site-specific preventative maintenance checklist.
• Partner with team members to communicate new solutions & assist other technicians when call volume is low.
• Help participate in IT projects.

Skills on Resume: 

• Creative Problem Solving (Hard Skills)
• Remote Diagnostic Tools Proficiency (Hard Skills)
• Customer Communication (Soft Skills)
• System Security Management (Hard Skills)
• Service Request Escalation (Hard Skills)
• Efficient Troubleshooting (Hard Skills)
• Documentation Skills (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary:

• Create user accounts within AD and applications necessary for the user
• Provision, install, troubleshoot, and repair computer systems, printers, and additional equipment located on-site and in satellite offices
• Assist internal customers and coworkers and provide a high level of customer service when providing support as it relates to responding to helpdesk requests
• Provide help desk support (Tier 1) and resolve complex problems that have not been able to be solved by the rest of the team to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT help desk, quickly review assigned tasks and prioritize them accordingly
• Monitor Tech Support site for tickets assigned to the queue and distribute the tickets corresponding technician for a quick resolution
• Modify configurations, utilities, software default settings, etc. for the local workstation, be able to write bat files or vb scripts to automate workstation configurations
• Utilize and maintain the help desk tracking software (ServiceCentral)
• Document internal procedures, including creating new and updating existing procedures to streamline the processes
• Ensure each workstation has a computer, monitor, keyboard, mouse and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses, be able to review and identify errors within the inventory system that have not been entered correctly and remediate the errors
• Manage PC setup and deployment for new employees using standard hardware, images and software (SCCM)
• Adhere to and support organizational IT&S standards, policies, and procedures.
• Adhere to the Code of Conduct

Skills on Resume: 

• Active Directory Management (Hard Skills)
• Computer Repair (Hard Skills)
• Customer Service (Soft Skills)
• Help Desk Support (Hard Skills)
• Task Prioritization (Hard Skills)
• Scripting (Hard Skills)
• Help Desk Software (Hard Skills)
• Inventory Management (Hard Skills)

Job Summary:

• Provides maintenance and support for laptops, desktops, iPhones, tablets, etc.
• Installs and maintains PCs and associated software, networks, servers and peripherals
• Supports network products from operational and maintenance perspectives
• Tests and certifies PCs, networks, servers and client-approved applications
• Provides follow-up on problems or escalation, takes responsibility for potential or desired follow-up
• Ensures customer satisfaction by advising customers on preventative maintenance
• Maintains a functional understanding of company service solutions
• Ensures customer satisfaction throughout the service delivery transaction
• Determine when to escalate an issue to the next level
• Maintain knowledge of current and new technologies, and research problems and related products required for assistance
• Act as the subject matter expert on applications, hardware and process support.
• Constantly monitor and manage the helpdesk ticket queue and respond to requests in a timely fashion
• Set up and take down equipment from employees' workstations including CPU's, monitors and related components

Skills on Resume: 

• Technical Proficiency (Hard Skills)
• Networking Knowledge (Hard Skills)
• Problem-Solving (Hard Skills)
• Customer Service (Soft Skills)
• Time Management (Soft Skills)
• Effective Communication (Soft Skills)
• Technology Adaptability (Soft Skills)
• Subject Matter Expertise (Hard Skills)

Job Summary:

• Provide technical support for issues related to IT systems, phone systems, software and hardware.
• Resolve routine office IT issues including phone, fax, printer, AV, and access control.
• Prioritize and respond to help desk tickets, track, and resolve user problems and issues including computer, telephone, hardware, and software. 
• Document calls and resolutions to ensure continuity throughout the team.
• Diagnose common issues and document issue resolution in knowledgebase.
• Assist with all IT-related product and service support activities. 
• Recommend ways to improve product and service support capabilities.
• Configure and deploy computers for new hire onboarding
• Collect equipment and perform offboarding procedures for separated employees.
• Assist in monitoring and patching enterprise applications and resources (conference/zoom rooms, office365, anti-virus, etc.)
• Maintain inventory through asset tracking of desktop PCs, laptops, and peripheral equipment, including replacement, repair, and
• Active Directory (AD) and Office 365 administration Provision user accounts and access. 
• Maintain security and mail
• Configure and maintain systems (email, workstation backup, phone, anti-virus )

Skills on Resume: 

• Technical Support Expertise (Hard Skills)
• Issue Resolution (Hard Skills)
• Help Desk Management (Soft Skills)
• Documentation Skills (Soft Skills)
• IT Product Knowledge (Hard Skills)
• Configuration (Hard Skills)
• Asset Management (Hard Skills)
• Active Directory Administration (Hard Skills)

Job Summary:

• End-user incidents and problem management
• Install and support PC/MAC hardware and software
• Support mobile devices and assist in remote support
• Support peripheral hardware (including printers)
• Support meeting room systems (Zoom)
• Demonstrate excellent written communication skills
• Asset tracking (computers, mobile devices, etc.)
• Follow and contribute significantly to the development of IT and company policies and procedures.
• Perform duties in line with the Company’s core values, policies, and applicable
• Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers, and vendors.
• Research and evaluate new products
• Assist with other Tier II associates, take guidance from the Tier III technical lead
• Working with IT systems, IT Networking and IT Telecommunications to assist where needed
• Address user incident and service requests within the defined SLA's
• Adhere to company guidelines and procedures.

Skills on Resume: 

• Incident Management (Soft Skills)
• Hardware and Software Installation (Hard Skills)
• Mobile Device Support (Hard Skills)
• Peripheral Hardware Support (Hard Skills)
• Meeting Room System Support (Hard Skills)
• Written Communication (Soft Skills)
• Asset Tracking (Hard Skills)
• Relationship Building (Soft Skills)

Job Summary:

• Bring value to the company through understanding and application of the concepts communicated in the Basin Production Systems Manual, and be able to communicate and demonstrate critical ideas from it to others.
• Perform project activities in project planning meetings including research, data entry, requirement determination, and cross-department communication.
• Manage assigned activities and service tickets utilizing an approved IT Helpdesk issue tracking and resolution system.
• Demonstrate a sense of urgency in resolving all safety, security, and IT related issues.
• Perform workstation troubleshooting, repair, maintenance, and deployment.
• Manage, maintain, and troubleshoot issues related to VOIP & Mobile devices.
• Maintain detailed and up-to-date hardware/software inventory and maintenance records utilizing required corporate ERP management systems.
• Perform IT equipment and supplies requisitioning in coordination with senior staff.
• Provide basic networking support and maintenance for LAN, wireless, and mobile device connectivity.
• Provide basic ERP, Exchange, Office 365, and Outlook user support, including cloud-based solution support for all authorized applications.
• Manage desktop security deployment and maintenance, including client firewalls, antivirus, and security patch management.
• Fully understand one’s own responsibilities well enough to demonstrate those activities to others.
• Understand the time it takes to accomplish one’s own responsibilities in relation to varying project complexity and use that understanding to offer accurate time estimations on task completion.
• Report any issues that impact the successful completion of tasks or assigned projects quickly with all information required to assess the issue.

Skills on Resume: 

• Conceptual Understanding (Soft Skills)
• Project Coordination (Hard Skills)
• Helpdesk Management (Soft Skills)
• Troubleshooting (Hard Skills)
• VOIP Management (Hard Skills)
• Inventory Maintenance (Hard Skills)
• Networking Support (Hard Skills)
• Security Management (Hard Skills)

Job Summary:

• Install and configure personal computer hardware, software applications and peripherals.
• Install and configure various operating systems including Microsoft, Unix, and Linux
• Troubleshoot Windows 7 and 10, for common software and hardware-related problems
• Troubleshoot basic network and systems connectivity issues that include routers, switches, circuits, servers, wireless and associated equipment
• Troubleshoot basic telecommunications issues that include al Qualfon telecommunications platforms and associated equipment and cabling
• Monitor/document and maintain the highest level of security on all systems including virus protection, and user permissions for both local and network and Internet access on all personal computers. 
• Report any discrepancies to management and work with other IT technical teams to remediate
• Communicate with end users, client support personnel, peers and supervisors on all personal computers and specified client applications that require a technical resolution.
• Responsible for packing and shipping IT equipment in a secure manner
• Prepare progress and maintenance reports for all work performed.
• Act as IT Liaison when coordinating with other departments in the absence of the physical presence of the Manager of US IT Operations
• Participate in inventory control and reporting of all IT hardware and software. 
• Maintain site inventory in the It asset inventory system
• Support Printer maintenance and ordering equipment.
• Observe and provide evidence on desktop-related security and compliance requirements
• Adhere to company guidelines and procedures.

Skills on Resume: 

• Hardware Installation (Hard Skills)
• Operating System Configuration (Hard Skills)
• Troubleshooting (Hard Skills)
• Network Connectivity Support (Hard Skills)
• Telecommunications Troubleshooting (Hard Skills)
• Security Monitoring (Hard Skills)
• Technical Communication (Soft Skills)
• Inventory Management (Hard Skills)