END USER SUPPORT TECHNICIAN RESUME EXAMPLE
Published: Jan 15, 2025 - The End User Support Technician identifies, diagnoses, and resolves level-one issues in computer hardware and software for end users, providing support via phone, email, or in person. This position includes installing and upgrading hardware, configuring systems, and resolving network-related issues such as local area connections and internet access. The role ensures high-level service delivery, manages the support environment, and participates in initiatives to maintain performance, quality, and customer satisfaction.
Tips for End User Support Technician Skills and Responsibilities on a Resume
1. End User Support Technician, TechVision Systems, Orlando, FL
Job Summary:
- Analyzes and prioritizes internal and external customer-reported related problems then determines and executes resolution.
- Provides phone, remote and desktop support for all equipment, i.e., network connections, printer, software installations, and e-mail support.
- Able to train for proper hardware and software usage.
- Escalates to and works with senior technical support engineers to resolve complex support issues.
- Collaborates on support teams to provide critical customer support and feedback.
- Owns assigned incidents through closure, including communication to end users.
- Provides off-hours technical support, based on an on-call team rotation schedule.
- Evaluate applications, jobs and document monitoring processes.
- Assists in establishing proactive processes for additional monitoring and alerting of application processes and jobs to prevent client impacts.
- Prioritizes activities, tasks, and incidents for all projects and has a full understanding of the business impact and reprioritizes
- Provide proactive communication to clients, account managers and project managers.
- Documents and logs support issues and subsequent resolutions.
Skills on Resume:
- Problem Analysis (Hard Skills)
- Technical Support (Hard Skills)
- User Training (Soft Skills)
- Escalation Management (Soft Skills)
- Incident Ownership (Soft Skills)
- Off-Hours Support (Hard Skills)
- Monitoring and Prevention (Hard Skills)
- Documentation (Hard Skills)
2. End User Support Technician, NexGen IT Solutions, Austin, TX
Job Summary:
- Identifying, diagnosing, and resolving the level one issues in computer hardware and software in a mainframe system such as laptops and PCs
- Installing and upgrading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end-user systems
- Providing one on one assistance to the end user regarding the technical flaw, either by phone, mails, or in person
- Resolving network-related issues like local area connection problems, network access, mails, internet, dial-ins, etc.
- Providing assistance in the installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc.
- Manage the end-user support environment for all end-user hardware, software and connectivity, as well as project work.
- Provide innovation, offer transformative concepts, and lead upgrades and initiatives.
- Provide timely reporting on all aspects of the environment, and to provide Queue Management, Smart Hands support, and Asset Coordination services at site.
- Supporting the end-users within the office ensuring suitable processes are followed and support is in place.
- Ensuring the highest level of service is delivered, high performance and quality are maintained and end-user support experience is valued.
- Delivering services roadmap and planning for the future.
- Provide level II customer service support via phone and remote access
- Take direction from management and accomplish tasks with minimal supervision
Skills on Resume:
- Technical Troubleshooting (Hard Skills)
- Hardware Installation (Hard Skills)
- Software Installation (Hard Skills)
- Network Troubleshooting (Hard Skills)
- Peripheral Support (Hard Skills)
- Project Management (Soft Skills)
- Process Improvement (Soft Skills)
- Customer Service (Soft Skills)
3. End User Support Technician, DataLink Innovations, Columbus, OH
Job Summary:
- Log and update tickets via the ticketing system
- Answer phones and perform level 1 and 2 troubleshooting
- Use imaging software to load system images
- Use Remote Control Software to resolve desktop issues
- Attend, and participate in staff meetings and related activities and attend workshops to keep up to date with Desktop Support issues
- Comply with all Standard Operating Procedures (SOPs) and policies
- Oversee the installation and maintenance of all desktops, laptops, and related peripherals
- Be part of a desktop support team supporting customers from both local and remote sites
- Must troubleshoot over the phone as well as desk side and be able to handle multiple responsibilities simultaneously
- Responsible for the maintenance and repair of the organization's desktops and applications that run on them
- Perform work assigned via the ticketing system and report directly to the Desktop Support Manager
- Commit to and abide by the character clients Core Values of Accountability, Stewardship, Pioneer, Integrity, Respect and Excellence (ASPIRE)
- Support, communicate and reinforce the mission and vision of the enterprise
- Provide world-class customer service by capturing and being responsive to the voice of the customer (including donors) through established feedback channels in order to resolve issues and drive satisfaction in accordance with the BBG customer engagement, feedback, and complaint processes
Skills on Resume:
- Ticket Logging (Hard Skills)
- Troubleshooting (Hard Skills)
- Imaging Software Usage (Hard Skills)
- Remote Desktop Support (Hard Skills)
- Staff Meeting Participation (Soft Skills)
- SOP Compliance (Soft Skills)
- Desktop Installation (Hard Skills)
- Customer Service (Soft Skills)