Job Summary: 

• Provide computer desktop support to local and remote locations following established policies and procedures.
• Maintain, analyze, and fix computer systems, hardware, printers, and computer peripherals.
• Coordinate hardware repairs with the appropriate vendors.
• Provide support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems.
• Ensure the integrity of all electronic data records by following company quality standards.
• Track equipment inventory and collaborate on potential purchases.
• Own and execute technology implementation projects.
• Resolve computer problems and advise or implement appropriate action or solutions.
• Communicate regularly and effectively with ticket submitters.
• Maintain records of daily data communication transactions, issues, remedial actions taken, or installation activities.

Skills on Resume: 

• Desktop Support (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Vendor Coordination (Hard Skills)
• Technical Problem-Solving (Hard Skills)
• Data Integrity Management (Hard Skills)
• Inventory Tracking (Hard Skills)
• Project Implementation (Hard Skills)
• Effective Communication (Soft Skills)

Job Summary: 

• Serve as the first point of contact in support of end-user computing needs, including desktop, laptop, printer, and other client-side computing needs.
• Schedule appointments with employees for in-person and remote installation of software and training.
• Determine the best solution based on the issue and details provided by the end-user.
• Direct unresolved issues to the next level of support personnel.
• Record events, problems, and their resolution in the ticketing system.
• Become familiar with policies, services, and staff.
• Maintain IT inventory, image new computers, and train users on basic usage.
• Install and set up printers and other components.
• Support Enterprise applications.
• Liaise with smartphone service providers for account-related matters.

Skills on Resume: 

• End-User Support (Hard Skills)
• Appointment Scheduling (Soft Skills)
• Solution Assessment (Hard Skills)
• Issue Escalation (Soft Skills)
• Ticketing Management (Hard Skills)
• Policy Familiarization (Soft Skills)
• IT Inventory Management (Hard Skills)
• Device Installation (Hard Skills)

Job Summary: 

• Resolve Tier 1 and Tier 2 IT Help Desk tickets.
• Act as the initial point of contact for technical assistance.
• Manage IT assets and inventory, tracking equipment and users, including purchasing and restocking.
• Deploy and recall IT equipment, set up new users, and ship out equipment.
• Create, maintain, and update user accounts in various software platforms.
• Follow up via email, phone call, or instant message to clarify issues and ticket information.
• Maintain the IT inventory database.
• Develop and maintain the required technical knowledge to successfully meet the job requirements.
• Understand, apply, and utilize information gained by reading, studying, and reviewing technical documentation, manuals, TechNet, and other support sources.

Skills on Resume: 

• Help Desk (Hard Skills)
• Tech Assistance (Hard Skills)
• Asset Management (Hard Skills)
• Equipment Deployment (Hard Skills)
• Account Management (Hard Skills)
• Follow-Up (Soft Skills)
• Inventory Maintenance (Hard Skills)
• Doc Review (Hard Skills)

Job Summary: 

• Deliver a world-class customer service experience.
• Log and manage cases and requests via case management in the CRM application.
• Assess and analyse problems, study their impact, and advise on supportive functions.
• Assign incidents and requests to relevant teams on time, ensuring all relevant information is captured.
• Deal with enquiries from customers via email and over the phone.
• Log all customer interactions.
• Manage customer cases to successful resolution, ensuring customers are updated throughout the lifecycle of the case through phone, e-mail, and the portal.
• Maintain and update NOC processes and procedures.
• Ensure faults are escalated and resolved within the customer contracted Service Level.
• Monitor customer networks via an internal monitoring system, investigating, troubleshooting, and resolving issues.
• Provide the customer with a key contact during the incident lifecycle.
• Ensure all key stakeholders are made aware and kept up to date with customer incidents during the lifecycle of the incident and beyond.

Skills on Resume: 

• Customer Service (Soft Skills)
• Case Management (Hard Skills)
• Problem Analysis (Hard Skills)
• Incident Assignment (Hard Skills)
• Customer Communication (Soft Skills)
• Interaction Logging (Hard Skills)
• Case Resolution (Hard Skills)
• Process Maintenance (Hard Skills)

Job Summary: 

• Provide Help Desk support for users across the group of companies.
• Help support job site networks.
• Support Office 365 email and integrated applications, including mobile and messaging systems.
• Work closely with Level 2 support to grow and maintain technical systems.
• Write and maintain detailed support documentation, operational procedures, and troubleshooting procedures.
• Support other types of applications, especially Microsoft-developed products.
• Work closely with various vendors to maintain the current infrastructure and all integrated applications.
• Provide first-line contact for all technical assistance requests.
• Record and prioritize requests.
• Identify issues and causes, research and implement solutions.

Skills on Resume: 

• Help Desk (Hard Skills)
• Network Support (Hard Skills)
• Office 365 Support (Hard Skills)
• System Collaboration (Soft Skills)
• Documentation Writing (Hard Skills)
• Application Support (Hard Skills)
• Vendor Coordination (Soft Skills)
• Issue Resolution (Hard Skills)

Job Summary: 

• Triage Help Desk requests that are received either by phone or by email.
• Prioritize issues per priority designations identified within the helpdesk ticketing system and manage them accordingly.
• Address and resolve Level 1 issues or reassign the issue to the Level 2 team.
• Identify issue patterns and notify the appropriate Level 2 team and/or Director on time to minimize downtime.
• Enter issue details and document troubleshooting steps taken into the helpdesk ticketing system, either to close the Level 1 ticket or to convey information for the Level 2 team if the ticket is reassigned.
• Manage user accounts in Active Directory, Google, and other systems.
• Provide technical support, including hardware troubleshooting and standard software installation via email, phone, and hands-on for local and remote users.
• Image and configure new hardware according to departmental procedure.

Skills on Resume: 

• Request Triage (Hard Skills)
• Issue Prioritization (Hard Skills)
• Level 1 Support (Hard Skills)
• Pattern Identification (Hard Skills)
• Ticket Documentation (Hard Skills)
• Account Management (Hard Skills)
• Tech Support (Hard Skills)
• Hardware Imaging (Hard Skills)

Job Summary: 

• Provide dedicated service to mobile users by providing initiation, onboarding, and management of wireless devices under the Department of Defense Mobility Unclassified Capability program.
• Perform identity and encryption certificate management under the PureBred program.
• Safeguard mobile devices.
• Register and maintain an account on the wireless vendor’s Enterprise Portal.
• Configure devices with the correct wireless vendor services, DMUC access, and the Purebred app.
• Contact users to pick up their devices and issue the devices to the users.
• Ensure users sign the accountability and terms of use documentation.
• Provide informal user training, including accessing DMUC and PureBred.
• Assist users in the operation and troubleshooting of existing devices, including restoring non-functional devices.
• Adjust device service features using the wireless vendor’s Portal within two working days of the request.
• Maintain accurate device details, including number, service features, ICCID, user name, and user location on the wireless vendor’s portal.

Skills on Resume: 

• Mobile Device Management (Hard Skills)
• Certificate Management (Hard Skills)
• Device Safeguarding (Hard Skills)
• Account Registration (Hard Skills)
• Device Configuration (Hard Skills)
• User Onboarding (Soft Skills)
• User Training (Soft Skills)
• Device Troubleshooting (Hard Skills)

Job Summary: 

• Provide telephone, desk-side, and one-on-one support to all users of networked systems, with emphasis on Microsoft Office applications, document management, PDF creation and editing, redlining, and metadata scrubbing.
• Complete weekly floor walks.
• Work closely with the IT Support Services Manager and other IT staff members when seeking answers to complex questions and issues.
• Track and document user support issues in the ticketing system.
• Monitor and follow up on all assigned tickets, ensuring proper resolution, end-user contact, and satisfaction, meeting agreed-upon SLAs.
• Handle all account creations, terminations, and changes.
• Remain current with all network applications, software, templates, macro changes, and enhancements.
• Participate in on-call coverage on a rotating basis.
• Participate in internal meetings with the Support Desk Team discussing the status of projects and current issues.
• Configure loaner laptops, wireless cards, and mobile devices for employees.

Skills on Resume: 

• User Support (Hard Skills)
• Application Support (Hard Skills)
• Floor Walks (Soft Skills)
• Team Collaboration (Soft Skills)
• Ticket Tracking (Hard Skills)
• SLA Management (Hard Skills)
• Account Administration (Hard Skills)
• Device Configuration (Hard Skills)

Job Summary: 

• Gather appropriate problem description, user information, determine the component of the application or services affected, determine severity level, determine business impacts to the user, classify correctly, and enter this information into the CSG defect tracking system.
• Maintain ownership, including providing timely feedback to the user until the user’s needs are satisfied or until issue ownership is transferred.
• Provide and maintain a high level of customer service for all internal users.
• Handle all contacts in a professional, courteous manner.
• Resolve requests and low-priority issues on the same call (i.e., questions of a general nature, etc.).
• Escalate issues that are beyond scope to the ISC Analyst II or III.
• Learn internal operating systems and software products.
• Perform basic configuration and maintenance.

Skills on Resume: 

• Problem Classification (Hard Skills)
• Issue Ownership (Soft Skills)
• Customer Service (Soft Skills)
• Professionalism (Soft Skills)
• Request Resolution (Hard Skills)
• Issue Escalation (Hard Skills)
• System Learning (Hard Skills)
• Basic Configuration (Hard Skills)

Job Summary: 

• Implement the strategy and annual plans for the business area in conjunction with stakeholders and other managers.
• Maintain responsibility and accountability for all financial and commercial oversight and control within the area of responsibility.
• Ensure effective operational day-to-day delivery of the helpdesk service to the contract.
• Plan and schedule planned service requirements, including deep cleans, tankering, materials, and supplies.
• Plan, schedule, and deliver reactive service requirements, including routine and specialist cleaning to assets and contract locations.
• Deliver operational day-to-day centralized reporting service for administrative reporting, including absence notifications, incident notifications, and escalation to the relevant manager.
• Deliver operational day-to-day centralized supplies ordering service in line with the agreed process.
• Order staff uniforms and PPE.
• Monitor all operational changes to the diagrams, programmes, and schedules proactively and communicate changes to operational teams.
• Contribute to improving customer service by ensuring timeliness in response to queries, complaints, and service requests received by the help desk.
• Seek and act on feedback from internal and external stakeholders to ensure continuous improvement of the services.

Skills on Resume: 

• Strategy Implementation (Hard Skills)
• Financial Oversight (Hard Skills)
• Service Delivery (Hard Skills)
• Service Planning (Hard Skills)
• Reactive Scheduling (Hard Skills)
• Reporting Management (Hard Skills)
• Supplies Ordering (Hard Skills)
• Customer Service (Soft Skills)

Job Summary: 

• Deliver the helpdesk service in line with KPIs, SLAs, and other metrics.
• Monitor the helpdesk, ensuring that all enquiries are dealt with within agreed SLAs.
• Escalate any enquiry that cannot be resolved to the Business Support Manager.
• Coordinate and liaise with internal and external resources or clients.
• Communicate across the contract, ensuring information is cascaded to internal teams, the client, and other internal and external stakeholders.
• Communicate to the operational teams any reactive requests or other operational requirements.
• Provide follow-ups and closeout of requests made to the help desk.
• Ensure a handover or takeover at the commencement and end of shifts.
• Update management systems, reports, databases, and contractual documentation.
• Provide customer feedback to the appropriate internal teams.
• Perform any other helpdesk-related duties from time to time.

Skills on Resume: 

• KPI Management (Hard Skills)
• SLA Monitoring (Hard Skills)
• Issue Escalation (Hard Skills)
• Resource Coordination (Soft Skills)
• Contract Communication (Soft Skills)
• Request Follow-Up (Hard Skills)
• Shift Handover (Hard Skills)
• System Updates (Hard Skills)

Job Summary: 

• Integrate and configure the Central Services intake, ensuring a high level of data accuracy, role-based security, and smooth user experiences in using the systems.
• Serve as a Subject Matter Expert in the use of Help Desk, Chatbots, CRM, and other related tools.
• Develop a deep understanding of how the various tools interact and what features and functionality can be harnessed to improve processes.
• Understand data flows between systems and improve integration processes.
• Configure and implement solutions within the Central Service intake system to meet department requirements.
• Create and facilitate training for end users.
• Provide technical support and consulting services on all IT-related matters.
• Answer inquiries received at the Help Desk and accurately classify, prioritize, and record the service requests.
• Work with users to appropriately diagnose the nature of their problems and resolve software, hardware, and mobile device issues.
• Responsible for imaging, configuration, and deployment of new workstations.

Skills on Resume: 

• System Integration (Hard Skills)
• Role Security (Hard Skills)
• SME Expertise (Hard Skills)
• Process Improvement (Hard Skills)
• Data Flow Analysis (Hard Skills)
• User Training (Soft Skills)
• Technical Support (Hard Skills)
• Device Deployment (Hard Skills)

Job Summary: 

• Provide Tier I and Tier II technical support.
• Review incoming requests and prioritize for appropriate action.
• Troubleshoot, resolve, and escalate technical issues.
• Manage and maintain tickets in the help desk ticketing system.
• Support end-user requests for information and training.
• Respond and accountable for providing excellent customer service, which is measured in the team and individual scorecard dashboards.
• Perform diagnostics and troubleshooting of customers’ application, hardware, network, and procedural issues through phone, email, and voicemail.
• Accurately document all tickets assigned by the dispatcher to ensure compliance with the SLA Policy.
• Handle incoming calls and escalate on demand.
• Interact with Network Providers, Vendors, and clients daily, opening tickets and performing follow-up with internal and external organizations regarding client-related issues.

Skills on Resume: 

• Technical Support (Hard Skills)
• Request Prioritization (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Ticket Management (Hard Skills)
• User Training (Soft Skills)
• Customer Service (Soft Skills)
• Diagnostics (Hard Skills)
• Vendor Interaction (Soft Skills)

Job Summary: 

• Prioritize issues, per priority designations identified within the helpdesk ticketing system, and manage them accordingly.
• Address and resolve Level 1 issues or reassign issues to the Level 2 team.
• Identify issue patterns and notify the appropriate Level 2 team and Director on time to minimize downtime.
• Provide technical support via email, phone, and hands-on for local and remote users.
• Perform hardware troubleshooting and standard software installation.
• Handle problem recognition, research, isolation, resolution, and follow-up for common and advanced issues.
• Maintain a knowledge base related to problem documentation and resolution.
• Train and assist junior staff on the resolution of complex issues.
• Log detailed activities, track calls and requests utilizing an incident management database, and maintain historical records related to problem documentation and resolution.

Skills on Resume: 

• Issue Prioritization (Hard Skills)
• Level 1 Support (Hard Skills)
• Pattern Identification (Hard Skills)
• Technical Support (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Problem Resolution (Hard Skills)
• Knowledge Base Management (Hard Skills)
• Staff Training (Soft Skills)