Job Summary: 

• Receive IT assistance requests via telephone and e-mail from property managers and clients.
• Troubleshoot application issues, specifically for Commercial Property Management Systems.
• Set up master file records, including owner records, banking information, and general ledger accounts through ETL import.
• Log in requests from end users and track them through the HelpDesk system until resolution.
• Regularly contribute to and update the knowledge base system.
• Utilize self-service technical support tools for clients and end users, such as FAQs, live chat, knowledge base, and manuals.
• Follow up with users to ensure that issues have been resolved.
• Work with internal SMEs for guidance and support on demand.
• Ensure all activities comply with clients' policies, procedures, and processes.
• Participate in User Acceptance Testing (UAT) on new features and functionality as part of regular release cycles.
• Support team members.
• Perform special assignments as requested by the manager.

Skills on Resume: 

• IT Troubleshooting (Hard Skills)
• Application Support (Hard Skills)
• ETL Data Setup (Hard Skills)
• HelpDesk Management (Hard Skills)
• Knowledge Base Updating (Hard Skills)
• User Follow-Up (Soft Skills)
• Collaboration (Soft Skills)
• UAT Participation (Hard Skills)

Job Summary: 

• Maintain general technical knowledge of all products and systems supported.
• Serve as the first point of contact for all customer satisfaction issues.
• Answer inbound support calls and emails, creating detailed, information-rich problem descriptions in the ticketing system.
• Dispatch tickets to appropriate engineering resources.
• Maintain regular contact with customers regarding open tickets, provide status updates, and return calls daily.
• Minimize escalations by properly routing tickets to the correct engineers and engaging vendor support.
• Manage escalations, coordinate handoffs, and joint engineering efforts between multiple engineering resources.
• Ensure ticket actions are taken within SLA parameters for each customer, targeting 100% SLA attainment.
• Maintain relationships with vendor technical resources to facilitate rapid resolution or escalation of technical issues raised by customers.
• Review the ticket queue regularly to ensure tickets are being worked on.
• Review ticket content regularly to ensure that engineers properly document case notes.
• Optimize and document service desk processes.
• Coordinate handoff between service desk shifts.
• Resolve basic technical support requests.

Skills on Resume: 

• Technical Knowledge (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Support Handling (Hard Skills)
• Ticket Dispatch (Hard Skills)
• Customer Communication (Soft Skills)
• Escalation Management (Soft Skills)
• SLA Compliance (Hard Skills)
• Process Optimization (Hard Skills)

Job Summary: 

• Provide specialized advice and training to users on the optimal use of computer equipment and software to increase user productivity.
• Set up new PCs and iPhones for store and warehouse use, and set up workstations and iPhones for new corporate employees.
• Install and update programs.
• Respond to user inquiries submitted via the Help Line, including Cegid, Office365, Cisco, Windows, Symantec Anti-virus, etc.
• Work with management to identify, research, analyze, and resolve information system problems and trends.
• Assist management with the development and completion of special projects.
• Perform standard system reporting.
• Work well under pressure with good attention to detail and accuracy.

Skills on Resume: 

• User Training (Hard Skills)
• Device Setup (Hard Skills)
• Software Installation (Hard Skills)
• Help Line Support (Hard Skills)
• Problem Analysis (Hard Skills)
• Project Assistance (Soft Skills)
• System Reporting (Hard Skills)
• Attention to Detail (Soft Skills)

Job Summary: 

• Exist user and provider account form updates.
• Monitor the help desk system for incoming requests and resolve or escalate them accordingly.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Provide answers to users by identifying problems, researching answers, and guiding end users through corrective steps.
• Answer, evaluate, and prioritize customer Service Requests (SR) submitted via telephone, voicemail, or e-mail.
• Document problems and conversations to create a log that can be referenced by other team members and for training purposes.
• Provide both on-site support and remote support services.
• Support other systems support activities like the de-duplication process, merge records, separate bad merges, and system testing upon new patches/major system enhancements.
• Attend in-service training and staff meetings.

Skills on Resume: 

• Account Updates (Hard Skills)
• Help Desk Monitoring (Hard Skills)
• Request Response (Hard Skills)
• User Guidance (Soft Skills)
• Request Prioritization (Soft Skills)
• Issue Documentation (Hard Skills)
• On-Site Support (Hard Skills)
• System Testing (Hard Skills)

Job Summary: 

• Monitor helpdesk requests and respond to the Office of Technology and Compliance on time.
• Follow up with customers to ensure the issue has been resolved.
• Engage and coordinate activities with various resources, including internal divisions, external public health institutions, and other state agencies.
• Resolve requests from local health departments regarding application access, onboarding new users, deactivating users, and navigating applications and reports.
• Provide overall broad direction and guidance to project teams to replicate user or usability issues.
• Log identified issues in Azure DevOps as bugs.
• Validate resolved bugs in the test environment.
• Serve as an escalation point for all local health departments and application users and provide direction on issues that are highly sensitive or cannot be resolved locally.
• Develop and implement user management strategies to limit the impact of software licensing on the budget.
• Develop additional training materials for end users.
• Develop and execute test cases to validate bug fixes.
• Provide helpdesk support for school and university portals related to contact tracing.

Skills on Resume: 

• Helpdesk Monitoring (Hard Skills)
• Customer Follow-Up (Soft Skills)
• Resource Coordination (Soft Skills)
• User Management (Hard Skills)
• Project Guidance (Soft Skills)
• Bug Logging (Hard Skills)
• Bug Validation (Hard Skills)
• Test Case Execution (Hard Skills)

Job Summary: 

• Act as a point of escalation for the central helpdesk in ensuring access for task requests is planned, organised, and granted within the required timeframes.
• Process management of quoted works and accidental damage claims to ensure these are recognised, captured, and identified as cost recovery items.
• Review invoices received from subcontractors to ensure they are in line with agreed commercial terms and values.
• Ensure finance information is loaded onto the CAFM system.
• Raise purchase orders for work requests and goods receipting upon satisfactory job completion.
• Support in finance activities, including ordering of works, processing of invoices, and debt recovery. 
• Work closely with the management team to ensure rechargeable work is understood, captured, properly recorded, managed in line with contract protocol, and recognised for recharging purposes.
• Support the management team with the production of the month-end reporting for client issues.
• Administer and produce ID badges.
• Operate always with safe working practices with due regard to Health and Safety regulations, COSHH, Control of Infection, waste disposal, etc, following legislative requirements and policies and procedures of RFM.

Skills on Resume: 

• Escalation Support (Soft Skills)
• Process Management (Hard Skills)
• Invoice Review (Hard Skills)
• Finance System Entry (Hard Skills)
• Purchase Orders (Hard Skills)
• Debt Recovery (Hard Skills)
• Month-End Reporting (Hard Skills)
• Health and Safety (Hard Skills)

Job Summary: 

• Facilitate the operation of the Help Desk through comprehensive assistance and clerical support.
• Develop and maintain a filing system.
• Act as a change agent to continuously optimize the process of the on-site support team in line with current and future needs.
• Answer telephone inquiries and assist customers.
• Ensure all phone calls and correspondence are responded to on time and logged in the Computerized Maintenance Management Program.
• Input all tenant requests into the computerized maintenance management system for follow-up and tracking purposes.
• Dispatch work orders to the appropriate staff and follow up on requisitions to ensure completion.
• Respond to emergency service requests.
• Provide tracking reports for both tenant and preventative maintenance requests.

Skills on Resume: 

• Help Desk Support (Hard Skills)
• Filing System (Hard Skills)
• Process Optimization (Hard Skills)
• Customer Assistance (Soft Skills)
• Inquiry Response (Soft Skills)
• Request Tracking (Hard Skills)
• Work Order Dispatch (Hard Skills)
• Emergency Response (Soft Skills)

Job Summary: 

• Maintain good working relationships with staff and communicate any delays due to parts and/or services.
• Attend training sessions.
• Provide clerical assistance to the Plant Service Department.
• Participate in and support other duties assigned to assist maintenance personnel.
• Observe and implement safety regulations and practices.
• Comply with applicable Provincial, Federal, and Municipal regulations and by-laws.
• Respond and assist with Emergency Codes.
• Perform and assist with security duties.
• Work standby hours, shift work, and overtime.
• Act following the commitment to safe and compassionate patient care and a safe, healthy work environment.

Skills on Resume: 

• Staff Relations (Soft Skills)
• Training Participation (Soft Skills)
• Clerical Assistance (Hard Skills)
• Maintenance Support (Hard Skills)
• Safety Compliance (Hard Skills)
• Regulation Compliance (Hard Skills)
• Emergency Assistance (Soft Skills)
• Security Duties (Hard Skills)

Job Summary: 

• Handle most calls and emails, ensuring high customer satisfaction.
• Utilize the HD+ ticketing and inventory system.
• Train new hires on systems and processes.
• Enhance technical skills across software, hardware, and mobile platforms.
• Serve as the primary contact for IT-related issues.
• Troubleshoot and resolve hardware and software issues.
• Perform user follow-ups to ensure resolution and satisfaction.
• Maintain and utilize ticketing and inventory systems for accurate logging.
• Contribute to the TSG knowledge base in the HD+ system.
• Proactively identify and complete value-added TSG projects.
• Enforce TSG guidelines and policies, ensuring system reliability and security.

Skills on Resume: 

• Customer Satisfaction (Soft Skills)
• Ticketing System (Hard Skills)
• New Hire Training (Soft Skills)
• Technical Skills (Hard Skills)
• IT Contact (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• User Follow-Up (Soft Skills)
• System Security (Hard Skills)

Job Summary: 

• Master the company's image, PC configuration, and testing processes.
• Support Audio-Visual equipment across offices.
• Use Active Directory and company tools for account management.
• Contribute to IT best practices and experience sharing.
• Coordinate off-site repairs with vendors.
• Participate in global projects.
• Test new applications and system upgrades with TSG teams.
• Lead end-user training programs.
• Provide off-hours support.
• Travel to support company offices and training sessions.

Skills on Resume: 

• Image and Testing (Hard Skills)
• AV Support (Hard Skills)
• Account Management (Hard Skills)
• Best Practices Sharing (Soft Skills)
• Vendor Coordination (Soft Skills)
• Global Projects (Hard Skills)
• Application Testing (Hard Skills)
• End-User Training (Soft Skills)

Job Summary: 

• Receive work order requests and inquiries from the campus community via website, telephone, email, campus mail, or in person.
• Review, analyze, prioritize work order requests, and assign them to the appropriate shop manager.
• Respond to emergency work order requests.
• Prepare, review, and issue work order reports.
• Serve as primary administrator to update and maintain the software system.
• Coordinate software updates and training.
• Create and process requisitions for Facilities Services.
• Place orders with vendors.
• Verify completion of purchase orders and correlate receiving paperwork.
• Serve as primary radio dispatcher for the department.
• Place orders using P-Card and track expenses as requested by managers.

Skills on Resume: 

• Work Order Management (Hard Skills)
• Request Prioritization (Soft Skills)
• Emergency Response (Soft Skills)
• Report Preparation (Hard Skills)
• Software Administration (Hard Skills)
• Vendor Ordering (Hard Skills)
• Purchase Verification (Hard Skills)
• Radio Dispatch (Hard Skills)

Job Summary: 

• Input utility bills, process monthly recharges and reconciliation, and maintain complex utility spreadsheets.
• Serve as liaison between Facilities and rental house residents.
• Coordinate with external vendors regarding escorts, information, and other needs.
• Maintain campus two-way radio inventory and schedule repairs.
• Contact the elevator company and log calls.
• Provide backup coverage for the Manager of Administration.
• Process department P-Card transactions and enter department timesheets.
• Maintain the Facilities web pages.
• Manage and maintain Facilities Condition Audit software.
• Serve as backup for the Space Planning software and 25Live software.
• Manage scheduling and provide meeting support.

Skills on Resume: 

• Utility Reconciliation (Hard Skills)
• Resident Liaison (Soft Skills)
• Vendor Coordination (Soft Skills)
• Radio Inventory (Hard Skills)
• Elevator Calls (Hard Skills)
• Admin Backup (Soft Skills)
• P-Card Processing (Hard Skills)
• Web Maintenance (Hard Skills)

Job Summary: 

• Work with video producers in the Department (such as BNET, PA, VPU, IIP, and FSI) to develop strategies and procedures to integrate captioning and/or audio description into existing operations.
• Assist Video Captioning Management and Program Analyst, and Section 508 and Captioning Coordinator to work with video producers to address their transcription and captioning requirements.
• Manage, monitor, and maintain email inboxes (potentially including not only video captioning and Section 508, and other programs and activities such as reasonable accommodation, selective placement, etc.) and route email correspondence to the appropriate person or team.
• Serve as primary POC to the Information and Technology Configuration Control Board (IT CCB).
• Create and submit Change Requests for new assistive technology hardware and software.
• Maintain current releases of assistive technology software and submit new IT CCB requests when new versions of previously approved software are released.
• Maintain records of correspondence in existing or newly developed case tracking systems.
• Answer questions via phone and email from bureaus, offices, and posts regarding video captioning policies, processes, and costs.
• Prepare open caption versions of videos on OpenNet.
• Monitor multiple internal and external project sites to ensure a smoothly functioning workflow and to conduct status spot checks.
• Coordinate the activities of VSFS and other captioning interns.
• Manage workflow of assignments to interns and other temporary staff.
• Assist in acquiring transcription and captioning products from video vendors, to include monitoring the workflow process and progress.
• Perform random quality control reviews of vendor products and work with the DOS personnel to resolve or clarify any issues, following SOPs.

Skills on Resume: 

• Captioning Integration (Hard Skills)
• Transcription Support (Hard Skills)
• Inbox Management (Hard Skills)
• POC Coordination (Soft Skills)
• Change Requests (Hard Skills)
• Software Maintenance (Hard Skills)
• Case Tracking (Hard Skills)
• Intern Management (Soft Skills)

Job Summary: 

• Manage IT and Telecom requests via helpdesk software, ensuring timely responses, adherence to policies and procedures, and providing documentation and reports.
• Resolve tier 1 issues and escalate unresolved issues to the appropriate staff.
• Review weekly and monthly statistics to ensure service level agreements are being met.
• Administer and maintain Emergency Notification systems.
• Communicate appropriate outage notifications.
• Improve the delivery of IT services to optimize the mission.
• Support IT equipment posture to ensure device support is maintained, reliable, and meets organizational needs.
• Coordinate with the ECP Support Center through the G6 PM lead for all service requests serviced by the ECP Support Center.
• Provide a monthly ECP report highlighting issues, measures taken to resolve them, and details of equipment requiring attention, including make, model, and serial number.
• Provide IT insight to leadership to meet, address, and overcome evolving challenges.

Skills on Resume: 

• Helpdesk Management (Hard Skills)
• Issue Escalation (Hard Skills)
• SLA Monitoring (Hard Skills)
• Notification Systems (Hard Skills)
• Outage Communication (Soft Skills)
• IT Service Delivery (Hard Skills)
• Equipment Support (Hard Skills)
• Reporting Insight (Hard Skills)

Job Summary: 

• Provide second-level support for field IT technical problems.
• Diagnose and resolve incidents involving PCs, laptops, printers, network equipment, and applications.
• Provide management with weekly status reports.
• Offer dedicated PC support for departments and special projects.
• Install software and upgrades on workstations.
• Perform system installations, operating system patching, and maintenance.
• Report directly to the Business Administration Supervisor and collaborate as part of the Business Administration Team.
• Liaise regularly with hauliers via telephone.
• Perform daily haulage administration tasks, including mileage queries, inputting haulage rates, and processing tickets and payments within the systems.
• Liaise with stakeholders of varying seniority levels both internally and externally, predominantly with internal teams such as the Business Administration Team and Planners.

Skills on Resume: 

• Second-Level Support (Hard Skills)
• Incident Resolution (Hard Skills)
• Status Reporting (Hard Skills)
• PC Support (Hard Skills)
• Software Installation (Hard Skills)
• System Maintenance (Hard Skills)
• Haulage Administration (Hard Skills)
• Stakeholder Liaison (Soft Skills)

Job Summary: 

• Field incoming calls from customers.
• Work with engineers to allocate roles.
• Use strong customer service skills to keep clients updated on work and developments.
• Raise work orders for planned preventive maintenance (PPM) and reactive work.
• Perform administrative tasks and raise purchase orders.
• Run reports to collect asset management data.
• Manage help desk support operations, handling approximately 6,300 tickets per fiscal year.
• Oversee the configuration of workstations, docking stations, printers, monitors, zero client hardware, VoIP instruments, AV control devices, external CAC readers, and their interoperability requirements to ensure network connectivity.
• Continuously monitor the S.M.A.R.T. ticketing system and the Army Enterprise Service Desk (AESD) during business hours, completing or closing out tickets within the system.
• Monitor helpdesk phones during business hours and submit tickets on behalf of callers.

Skills on Resume: 

• Call Handling (Soft Skills)
• Role Allocation (Soft Skills)
• Customer Service (Soft Skills)
• Work Order Management (Hard Skills)
• Administrative Tasks (Hard Skills)
• Asset Reporting (Hard Skills)
• Help Desk Operations (Hard Skills)
• Device Configuration (Hard Skills)