Job Summary: 

• Serve as the initial point of contact for the help desk via telephone, e-mail, and live chat for technical support.
• Provide technical support by identifying, analyzing, and troubleshooting end-user issues.
• Track, monitor, and document help desk issues through a ticketing system to ensure a timely resolution.
• Install and configure desktop computers, software, and peripherals using established standards.
• Focus on client needs by developing and maintaining productive customer relationships.
• Offer alternative solutions and escalate complex problems.
• Assist with basic troubleshooting, backup, and archiving.
• Help install and improve computer software and network equipment.
• Travel to satellite offices on a rotational schedule to provide on-site support.

Skills on Resume: 

• Technical Troubleshooting (Hard Skills)
• Ticket Management (Hard Skills)
• Hardware Installation (Hard Skills)
• Software Configuration (Hard Skills)
• Customer Service (Soft Skills)
• Problem Escalation (Hard Skills)
• Data Backup (Hard Skills)
• On-Site Support (Hard Skills)

Job Summary: 

• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues in a timely fashion.
• Provide phone, remote, and in-person support to employees at all levels of the firm.
• Support both in-office and remote employees.
• Set up employee PCs, phones, and account information.
• Update, track, and maintain equipment inventory.
• Assist in testing and deployment of new applications and systems.
• Assist in upgrading and maintaining workstation and server systems.
• Assist personnel with installation, configuration, and ongoing usability of desktops, laptops, peripheral equipment, and software.
• Collaborate with customers and co-workers to diagnose and resolve problems.

Skills on Resume: 

• Hardware Troubleshooting (Hard Skills)
• Software Troubleshooting (Hard Skills)
• Connectivity Support (Hard Skills)
• Remote Assistance (Hard Skills)
• Inventory Management (Hard Skills)
• Application Deployment (Hard Skills)
• System Upgrades (Hard Skills)
• Customer Collaboration (Soft Skills)

Job Summary: 

• Perform IT Service Desk duties such as call resolution and hardware and software technical assistance to the company's users.
• Assist with remote connectivity and Virtual Private Network.
• Set up end-user systems, client profiles, domain access, file and print sharing, MS Office, and other applications.
• Perform remediation of end-user device health alerts.
• Troubleshoot issues, coordinate resolution, and communicate with end users.
• Identify training needs to improve processes.
• Be in charge of managing inventory.
• Research questions using a variety of manuals and resources.
• Build and deploy laptops, desktops, tablets, mobile devices, and other related devices.
• Document resolutions for future reference.

Skills on Resume: 

• IT Service Desk (Hard Skills)
• Remote Connectivity (Hard Skills)
• System Setup (Hard Skills)
• Device Remediation (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Process Training (Soft Skills)
• Inventory Management (Hard Skills)
• Technical Documentation (Hard Skills)

Job Summary: 

• Answer user calls to provide general user support related to their IT equipment or other needs.
• Create, update, and close out help desk tickets.
• Work with other Tier 1 Support staff to ensure proper hand-off of tickets for prompt resolution.
• Maintain required documentation of Tier 1 processes and SOPs.
• Assist customers in troubleshooting and resolving problems.
• Provide customer support as per the Service Level Agreements in place with the customer.
• Interface well with customers at various levels of seniority in a variety of different fields.
• Direct the activities of other team members.
• Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps.
• Respond to users in a friendly and professional manner, ensure all responses given are accurate, documented, and closed per SLA’s.

Skills on Resume: 

• User Support (Hard Skills)
• Ticket Management (Hard Skills)
• Process Documentation (Hard Skills)
• Problem Troubleshooting (Hard Skills)
• Customer Service (Soft Skills)
• Client Interaction (Soft Skills)
• Team Leadership (Soft Skills)
• SLA Compliance (Hard Skills)

Job Summary: 

• Concentrate on and demonstrate a desire to work in desktop support (not infrastructure or networking).
• Configure and deploy Information Technology resources, including but not limited to desktops, laptops, handhelds, printers, and mobile devices.
• Troubleshoot and perform minor repairs to hardware, software, and peripheral equipment using proven troubleshooting procedures.
• Assist in coordinating audio-visual setup and video conference support.
• Assist with annual inventory scanning and equipment surplus.
• Install, configure, and update software.
• Participate in team projects, meetings, and assignments.
• Read and follow the Department’s Procedures and Policies.
• Understand and enforce the Department’s Policies and Procedures.
• Document solutions to technology issues.
• Travel to remote sites to resolve IT-related issues and/or deploy resources.

Skills on Resume: 

• Desktop Support (Hard Skills)
• IT Resource Deployment (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Audio-Visual Support (Hard Skills)
• Inventory Management (Hard Skills)
• Software Installation (Hard Skills)
• Policy Compliance (Soft Skills)
• Technical Documentation (Hard Skills)

Job Summary: 

• Provide technical guidance for the established Help Desk system to monitor problem tickets and technical support issues.
• Ensure timely and considerate customer service to end users by fielding Help Desk calls and resolving technical issues efficiently.
• Utilize available resources to conduct computer diagnostics to determine the nature of problems and provide technical support.
• Install and perform repairs to hardware, software, and peripheral equipment following installation specifications.
• Perform PC imaging using current imaging technology.
• Log problem responses, status updates, and resolutions accurately and promptly.
• Detect and remove viruses, malware, and spyware using the latest security protection solutions.
• Work closely with Information Systems team members to resolve issues related to in-house applications.
• Collaborate with Information Systems team members to identify and implement solutions that add efficiencies to current processes.
• Provide day-to-day support of Windows servers, including related applications.
• Work in rotation with Information Systems team members to provide after-hours support for mission-critical systems.
• Support and administer Active Directory, creating accounts and managing access control policies.

Skills on Resume: 

• Help Desk Management (Hard Skills)
• Customer Service (Soft Skills)
• Computer Diagnostics (Hard Skills)
• Hardware Repair (Hard Skills)
• PC Imaging (Hard Skills)
• Malware Removal (Hard Skills)
• Application Support (Hard Skills)
• Active Directory Administration (Hard Skills)

Job Summary: 

• Perform Tier 1 troubleshooting for DoD and Federal Government customers under the supervision of the Service Desk Manager.
• Provide professional customer service and timely resolution or escalation of issues.
• Provide basic computer help desk support for user issues.
• Perform user data corrections and respond to questions from callers.
• Assist users with subscribing and unsubscribing to the system.
• Assist users with moving their accounts between bases/locations, updating contact information, and setting up alerts on multiple devices.
• Send more complicated user issues to the appropriate hierarchy for troubleshooting.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Accurately log all service requests and document resolutions using call tracking software.
• Educate end users on appropriate system use and share technology best practices.
• Assist users with password resets.

Skills on Resume: 

• Tier 1 Troubleshooting (Hard Skills)
• Customer Service (Soft Skills)
• Help Desk Support (Hard Skills)
• Data Management (Hard Skills)
• Account Administration (Hard Skills)
• Technical Escalation (Hard Skills)
• User Education (Soft Skills)
• Password Management (Hard Skills)

Job Summary: 

• Identify hardware problems and add or replace parts, including hard drives, RAM, and power supplies.
• Effectively, professionally, and respectfully represent other ITS staff members, teams, and their services to the client community.
• Work well independently and in a team while being highly self-motivated and detail-oriented.
• Provide support for all Information Technology products and services, including answering questions, troubleshooting problems, instructing customers on software or hardware functionality, addressing printer issues, and communicating policy.
• Determine the most effective method to resolve customer technical issues, engage in research and in-depth troubleshooting, and consult with other staff members.
• Record required customer and problem information in the ITS Service Management system, update tickets with journal entries of activities, and close tickets with documented resolutions.
• Create and update IT knowledge base articles and procedure guides.
• Resolve Level 1 and Level 2 work orders and escalate complex or high-priority problems to the appropriate support groups for resolution.
• Verify that suggested solutions effectively resolve user problems through verbal or email follow-up.
• Work on Help Desk-related projects.

Skills on Resume: 

• Hardware Repair (Hard Skills)
• Client Representation (Soft Skills)
• Team Collaboration (Soft Skills)
• IT Support (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Ticket Management (Hard Skills)
• Knowledge Base Management (Hard Skills)
• Issue Escalation (Hard Skills)

Job Summary: 

• Troubleshoot and resolve issues related to technical difficulties with hardware, software, and network via telephony, email, ticket portal, or in person.
• Enter time and expenses in ConnectWise as they occur.
• Set proper expectations with customers and follow through.
• Develop expertise in ConnectWise, Kaseya, Telco, Sphere, ISP, and SpamSoap/NoSpam.
• Handle workstation issues, including Active Directory, backups, email, security, and Windows.
• Create new users, agents, and VPN RCA tokens.
• Monitor PRTG and proactively assist clients with outages.
• Troubleshoot circuits, T’s, and MPLS.
• Troubleshoot viruses and worms and understand malware.
• Work remotely to provide user support in a timely manner.

Skills on Resume: 

• Technical Troubleshooting (Hard Skills)
• Time Tracking (Hard Skills)
• Customer Communication (Soft Skills)
• Software Proficiency (Hard Skills)
• Workstation Support (Hard Skills)
• User Account Management (Hard Skills)
• Network Monitoring (Hard Skills)
• Malware Troubleshooting (Hard Skills)

Job Summary: 

• Implement and support basic remote access solutions such as VPN, Terminal Services, and Citrix.
• Recognize ongoing issues and be proactive in resolution and customer notification.
• Identify and report when a customer is using outdated equipment.
• Communicate with customers, keeping them informed of incident progress and notifying them of impending changes or agreed-upon outages.
• Conduct oneself with proper business ethics, treat others with respect, and keep commitments.
• Respond promptly and professionally to prospects, customers, and fellow team members.
• Write informatively and completely on all tickets and customer communications.
• Speak clearly and persuasively, listen and probe openly and patiently, and seek clarification.
• Follow directions and problem-solve basic IT-related issues.
• Remain flexible concerning the schedule.

Skills on Resume: 

• Remote Access Support (Hard Skills)
• Issue Resolution (Hard Skills)
• Equipment Assessment (Hard Skills)
• Customer Communication (Soft Skills)
• Professional Conduct (Soft Skills)
• Team Collaboration (Soft Skills)
• Technical Documentation (Hard Skills)
• Problem Solving (Soft Skills)

Job Summary: 

• Professionally answer phone calls with enthusiasm and energy.
• Create tickets in project management software (ConnectWise).
• Act as an escalation point for technical problems.
• Maintain confidentiality regarding all client, personnel, and financial matters.
• Contribute to team efforts to accomplish the mission statement.
• Participate in training activities to increase personal and professional development.
• Work with a team of driven, supportive, and highly skilled professionals.
• Provide critical support in protecting the country.
• Manage work hours and personal needs with a single accrual leave plan.

Skills on Resume: 

• Phone Support (Soft Skills)
• Ticket Creation (Hard Skills)
• Technical Escalation (Hard Skills)
• Confidentiality Management (Soft Skills)
• Team Contribution (Soft Skills)
• Professional Development (Soft Skills)
• Team Collaboration (Soft Skills)
• Critical Support (Hard Skills)

Job Summary: 

• Monitor the ServiceDesk incident queue and telephone hotline for day-to-day user issues.
• Troubleshoot and resolve user issues for assigned incident tickets.
• Resolve a majority of tickets on time.
• Perform hardware maintenance of computers and troubleshoot software issues.
• Utilize working knowledge of the MS Office Suite, MS Windows 7 or higher, and computer hardware.
• Set up laptops, desk phones, cell phones, and other equipment.
• Adhere to established policies and Service Level Agreements.
• Perform basic systems administration duties.

Skills on Resume: 

• Incident Monitoring (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Ticket Resolution (Hard Skills)
• Hardware Maintenance (Hard Skills)
• Software Troubleshooting (Hard Skills)
• Equipment Setup (Hard Skills)
• Policy Compliance (Soft Skills)
• Systems Administration (Hard Skills)

Job Summary: 

• Serve as the initial point of contact for all technical requests received over the phone or through the help desk ticketing system.
• Communicate with users to set proper expectations, keep them informed of incident progress, and notify them of changes.
• Troubleshoot hardware and software issues in person, remotely, and via phone.
• Install, configure, maintain, and verify the functionality of hardware and software components.
• Analyze, diagnose, resolve, and/or escalate hardware and software issues.
• Document an inventory of assets in the asset management system.
• Maintain an activity log for each incident clearly and concisely.
• Liaise with the Level 2 Problem Management team in resolving persistent and other known issues.
• Listen to user needs to determine specific instructions and devise workarounds.

Skills on Resume: 

• Technical Support (Hard Skills)
• User Communication (Soft Skills)
• Issue Troubleshooting (Hard Skills)
• Hardware Installation (Hard Skills)
• Problem Resolution (Hard Skills)
• Asset Management (Hard Skills)
• Incident Documentation (Hard Skills)
• Collaboration (Soft Skills)

Job Summary: 

• Provide basic resolution and service delivery by answering calls and performing basic troubleshooting.
• Use tools, procedures, and customer relationship techniques established for the Help Desk team to support customers through telephone and remote access to their workstations.
• Document all problems by providing an accurate depiction of issues reported and their resolutions.
• Troubleshoot and isolate problems, recommend solutions, and escalate to a higher tier.
• Exercise good judgment when dealing with sensitive employee security information and company documentation in compliance with corporate data security requirements.
• Work with clients to address their IT administration and support needs.
• Collaborate with clients to understand their business needs and recommend solutions to improve operational efficiency.
• Ensure that client infrastructure is healthy, stable, and configured according to accepted IT best practices.
• Stay aware of client needs at all times and address them with urgency.
• Communicate constantly with co-workers and clients to ensure client expectations are met and exceeded.

Skills on Resume: 

• Basic Troubleshooting (Hard Skills)
• Remote Support (Hard Skills)
• Issue Documentation (Hard Skills)
• Problem Escalation (Hard Skills)
• Data Security Compliance (Hard Skills)
• IT Administration (Hard Skills)
• Operational Consulting (Soft Skills)
• Client Communication (Soft Skills)

Job Summary: 

• Provide first-level support and respond to Help Desk calls.
• Monitor and document user inquiries, make appropriate suggestions for change to resolve frequently occurring issues, log all user calls, and escalate calls to the appropriate IT staff personnel if unable to resolve them.
• Assist Help Desk and Hardware Technician with check-out of laptops and computers, and conversion of documents to and from different formats.
• Provide first-level technical support for all incoming requests professionally and courteously.
• Analyze and diagnose problems to quickly arrive at workable solutions.
• Set up computers for new users and ensure delivery of equipment to users in different locations.
• Become familiar with available help resources and stay updated on current technologies.
• Become familiar with corporate policies, service offerings, and staff.
• Perform project-related tasks.

Skills on Resume: 

• First-Level Support (Hard Skills)
• Issue Documentation (Hard Skills)
• Hardware Assistance (Hard Skills)
• Technical Support (Hard Skills)
• Problem Analysis (Hard Skills)
• Computer Setup (Hard Skills)
• Technology Awareness (Soft Skills)
• Policy Familiarity (Soft Skills)