Job Summary: 

• Resolve inbound support issues and close tickets in the help desk system
• Set up and manage computers
• Configure software and create user guides
• Evaluate issues and make repairs
• Provide Microsoft 365 Support
• Update virus protection and security programs
• Oversee user profiles and create new profiles
• Manage user permissions and create shared network folders

Skills on Resume: 

• Issue Resolution (Hard Skills)
• Computer Setup (Hard Skills)
• Software Configuration (Hard Skills)
• System Repair (Hard Skills)
• Microsoft Support (Hard Skills)
• Security Update (Hard Skills)
• Profile Management (Hard Skills)
• Permission Control (Hard Skills)

Job Summary: 

• Serve as the first point of contact for customers seeking technical assistance
• Perform troubleshooting and provide the best solution based on the issue and details provided by customers
• Install and set up the end-user workstation environment
• Direct unresolved issues to the next level of support personnel
• Document and Record events/problems and their resolution in logs and KBs
• Follow up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team
• Identify and suggest possible improvements on internal procedures

Skills on Resume: 

• Customer Support (Soft Skills)
• Issue Troubleshooting (Hard Skills)
• Workstation Setup (Hard Skills)
• Issue Escalation (Soft Skills)
• Event Logging (Hard Skills)
• Customer Updates (Soft Skills)
• Feedback Handling (Soft Skills)
• Process Improvement (Soft Skills)

Job Summary: 

• Provide an outstanding experience to employees throughout the support process
• Manage multiple avenues of support requests including cases, telephone and e-mail
• Troubleshoot a wide range of programs, tools and hardware in use by all teams 
• Effectively document reported issues and escalate through the ticketing software
• Manage and update ticketing software as support issues are resolved
• Contribute to the internal employee knowledge base to help reduce inbound help tickets
• Identify and suggest possible improvements on procedures
• Support the roll-out of new tools and systems to all employees
• Act as both a Subject Matter Expert and Super User for a designated set of tools

Skills on Resume: 

• Employee Support (Soft Skills)
• Request Management (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Issue Documentation (Hard Skills)
• Ticket Resolution (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Procedure Improvement (Soft Skills)
• Tool Deployment (Hard Skills)

Job Summary: 

• Answer first-level help desk calls and requests from the Comfortex user base
• Identify and resolve customer issues through problem analysis or escalation to level two support
• Maintain help desk logs, support documentation and hardware database
• Identify the major categories of calls and report weekly volume and status
• Make recommendations to IT management on procedural or technology improvements
• Define and update user profiles across all platforms and applications
• Perform PC system/software installations, upgrades and corrections

Skills on Resume: 

• Call Handling (Soft Skills)
• Issue Escalation (Soft Skills)
• Log Maintenance (Hard Skills)
• Data Reporting (Hard Skills)
• IT Recommendations (Soft Skills)
• Profile Management (Hard Skills)
• System Upgrade (Hard Skills)
• Problem Analysis (Hard Skills)

Job Summary: 

• Answer IT issues via phone, email and/or chat
• Manage Help Desk tickets with proper documentation of interactions
• Follow up with customers to ensure issues are resolved within the SLA defined
• Hardware troubleshooting of printers, phones, desktops/Laptops and MAC systems
• Install, configure, modify, and repair computer hardware and software
• Escalate issues to the next Tier with proper documentation of work performed before hand-off
• Follow up with customers to ensure the issue has been resolved
• Performs daily review of tickets to avoid missing SLAs and best-in-class customer support
• Follow and help enforce proper security procedures in the environment

Skills on Resume: 

• IT Support (Soft Skills)
• Ticket Management (Hard Skills)
• SLA Compliance (Soft Skills)
• Hardware Troubleshooting (Hard Skills)
• System Configuration (Hard Skills)
• Issue Escalation (Soft Skills)
• Customer Follow-up (Soft Skills)
• Security Procedures (Hard Skills)

Job Summary: 

• Provides front-line end user technical support for computer hardware and software, printers, smartphones and other devices
• Analyzes and troubleshoots problems via telephone, email and on-site
• Provides interpretation and documentation of issues and resolutions in the ticketing system
• Maintains employee and student user accounts
• Creates accounts and resets passwords
• Troubleshoots issues with student print credits
• Creates new accounts for community members and issues generic logins
• Reviews, maintains and updates help desk, faculty, staff and student user documentation
• Monitors, reviews, and documents ITC Service Level Agreement breaches

Skills on Resume: 

• Technical Support (Hard Skills)
• Problem Analysis (Hard Skills)
• Issue Documentation (Hard Skills)
• Account Maintenance (Hard Skills)
• Password Reset (Hard Skills)
• Print Troubleshooting (Hard Skills)
• User Documentation (Soft Skills)
• SLA Monitoring (Hard Skills)

Job Summary: 

• Respond to calls, tickets and emails to troubleshoot reported issues
• Troubleshoot, monitor, and maintain client computers and desktop applications
• Support current Windows operating systems (XP through Windows 10)
• Support the current Microsoft Office Suite 
• Liaison for off-site Help Desk
• Completes weekly reports
• Reviews, maintains and updates campus software and licensure
• Maintains records of loaner laptops for short-term campus use
• Escalate unresolved issues to the appropriate internal channel

Skills on Resume: 

• Issue Response (Soft Skills)
• System Maintenance (Hard Skills)
• Windows Support (Hard Skills)
• Office Suite Support (Hard Skills)
• Help Desk Liaison (Soft Skills)
• Report Completion (Hard Skills)
• Software Licensing (Hard Skills)
• Issue Escalation (Soft Skills)

Job Summary: 

• Manage a team of 10-15 Support Technicians nationwide
• Ensure the availability and performance of all client applications
• Trend analysis to enable informed decisions regarding resource allocation
• Provide an end-to-end service delivery experience that keeps users informed and satisfied
• Document and establish mature policies and procedures that align with regulatory, governance, and risk management
• Manage troubleshooting and problem-solving front-end employee and client technology issues while coordinating other IT teams
• Oversee incident and problem management performance
• Act as liaison with regulators and auditors
• Drive desktop user experience innovation
• Access Governance and user onboarding/offboarding automation

Skills on Resume: 

• Team Management (Soft Skills)
• Application Monitoring (Hard Skills)
• Trend Analysis (Hard Skills)
• Service Delivery (Soft Skills)
• Policy Development (Hard Skills)
• Issue Coordination (Soft Skills)
• Incident Oversight (Hard Skills)
• Access Automation (Hard Skills)

Job Summary: 

• Respond to support requests through various forms (walk-up, phone, email, ticketing)
• Provide help desk support and resolve problems to the end user's satisfaction
• Respond quickly and effectively to requests received through the IT help desk
• Monitor the Service Desk for tickets assigned to the queue and process first-in, first-out based on priority 
• Image and configure computers for users
• Utilize and maintain the help desk tracking software supporting Apple iOS and Android
• Assist with the onboarding of new users
• Install, test and configure new workstations, peripheral equipment and software
• Provide end-user support by providing limited desk-side training in operating hardware and software
• Conference room software maintenance, assistance setting uptrouble shooting for larger meetings, Webex Proximity, etc

Skills on Resume: 

• Support Response (Soft Skills)
• Help Desk Support (Hard Skills)
• Ticket Monitoring (Hard Skills)
• Computer Imaging (Hard Skills)
• Mobile Support (Hard Skills)
• User Onboarding (Soft Skills)
• Software Installation (Hard Skills)
• Meeting Support (Soft Skills)

Job Summary: 

• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
• Monitor and respond quickly and effectively to received requests
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Writing, editing, and revising training manuals
• Control the execution of requests, provide regular updates and ensure timely resolution
• Inventory maintenance and tracking

Skills on Resume: 

• Technical Assistance (Hard Skills)
• Request Monitoring (Soft Skills)
• Error Diagnosis (Hard Skills)
• Customer Follow-up (Soft Skills)
• Manual Writing (Soft Skills)
• Request Execution (Soft Skills)
• Inventory Tracking (Hard Skills)
• Issue Resolution (Hard Skills)

Job Summary: 

• Provide day-to-day supervision of the IT Support Specialist both locally and remotely
• Develop standard processes and leadership across the IT Support team
• Provide on-site and remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Respond, resolve, and follow up to technical requests in person, over the phone, or by email
• Create documentation, step-by-step instructions, and training material for end users
• Develop subject matter expertise in focused areas as the company needs dictate
• Assist with software maintenance, auditing, and inventory management
• Conduct research and test new technologies relevant to helping the user community
• Help the IT Department with various projects

Skills on Resume: 

• Team Supervision (Soft Skills)
• Process Development (Hard Skills)
• Technical Support (Hard Skills)
• Issue Resolution (Hard Skills)
• User Documentation (Soft Skills)
• Subject Expertise (Hard Skills)
• Software Auditing (Hard Skills)
• Technology Research (Hard Skills)

Job Summary: 

• Monitoring and technical support for client networks including computers, servers, switches, routers, firewalls and other specialty equipment
• Support software solutions including Microsoft’s desktop and cloud product lines
• Open, review, resolve, manage, and close support tickets
• Provide services via onsite appointments or remote system access/telephone/online session
• Participate in delivery technology projects
• Work as part of a team, providing knowledge exchange and idea sharing
• Assist management in the enhancement of products/services
• Train end users on the everyday use of their computers, servers and other network resources  

Skills on Resume: 

• Network Monitoring (Hard Skills)
• Software Support (Hard Skills)
• Ticket Management (Hard Skills)
• Remote Service (Hard Skills)
• Project Delivery (Hard Skills)
• Team Collaboration (Soft Skills)
• Service Enhancement (Soft Skills)
• User Training (Soft Skills)

Job Summary: 

• Handle technical queries received by phone calls/email/portal, or using the in-house case logging management system
• Positively represent the company in all customer interactions
• Provide Level 1 Support for all company products
• Determine root causes of issues and communicate appropriately to internal and external customers
• Follow escalation procedures for unresolved issues and provide detailed troubleshooting steps tried before involving the Level 2 Support Specialist
• Identify opportunities to improve service
• Provide 1st call resolution for common issues
• Manage own caseload and customer contact to the specified standard
• Work with Level 2 Support to develop and learn problem-solving techniques

Skills on Resume: 

• Technical Queries (Hard Skills)
• Customer Interaction (Soft Skills)
• Level One Support (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Issue Escalation (Hard Skills)
• Service Improvement (Soft Skills)
• Call Resolution (Soft Skills)
• Case Management (Soft Skills)

Job Summary: 

• Attend to the IT helpdesk phone
• Create and assign tickets in the IT helpdesk software
• Consult with end-users to gather information about program needs, objectives, functions, features, and input and output requirements
• Provide guidance and training to Help Desk Analyst staff
• Responsible for Help Desk special projects and deployments
• Ensure documentation is correct and kept current
• Provide support for Help Desk strategic goals and initiatives
• Program and develop new screens, menu structures, and document forms in the relevant application
• Ensure updates to all programs are implemented after careful testing
• Provide technical assistance by responding to inquiries from end-users regarding errors, problems, or questions about programs
• Train end-users to use programs

Skills on Resume: 

• Helpdesk Support (Soft Skills)
• Ticket Assignment (Hard Skills)
• User Consultation (Soft Skills)
• Staff Training (Soft Skills)
• Project Deployment (Hard Skills)
• Documentation Management (Hard Skills)
• Strategic Support (Soft Skills)
• Program Development (Hard Skills)

Job Summary: 

• Provide administration support for the Contracts Managers
• Schedule reactive and help desk call-outs
• Maintain records and spreadsheets according to clients' requirements
• Maintain holiday and absence records for planning purposes
• General administrative tasks
• Creating and maintaining asset registers on the CAFM system
• Create and maintain Excel spreadsheets
• Completion, management, and administration of all financial records, including invoices, credits, interims, final accounts and VAT as per requirements for each project
• Complete financial processes for specific contracts
• Produce a financial spreadsheet as required by the company or the client
• Collation and preparation of figures for client meetings

Skills on Resume: 

• Admin Support (Soft Skills)
• Call Scheduling (Soft Skills)
• Record Maintenance (Hard Skills)
• Absence Tracking (Soft Skills)
• General Administration (Soft Skills)
• Asset Registering (Hard Skills)
• Spreadsheet Management (Hard Skills)
• Financial Processing (Hard Skills)