Job Summary: 

• Install, assemble, maintain, and repair PCs and laptops.
• Set up and support mobile devices, including cellphones and tablets.
• Support Microsoft operating systems and applications, including Office 365, Outlook, Teams, and Adobe Acrobat, Photoshop, InDesign, and Illustrator.
• Support professional software, including Autodesk, SketchUp, Lumion, and 3D FARO Scanner.
• Maintain hardware and software inventory.
• Maintain existing wiring infrastructure and assist in deploying new infrastructure.
• Assist with audiovisual needs for daily operations.
• Assist with IT department projects.
• Assist with network utilization and configuration.
• Assist with IT department migrations, deployments, maintenance activities, and upgrades.

Skills on Resume: 

• PC/Laptop Repair (Hard Skills)
• Mobile Device Support (Hard Skills)
• Microsoft Office (Hard Skills)
• Adobe Software (Hard Skills)
• Autodesk Software (Hard Skills)
• Network Configuration (Hard Skills)
• Hardware Inventory (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Field incoming help requests from end users via telephone, online support, and email interactions courteously and professionally.
• Document all pertinent end-user identification information, problem details, troubleshooting steps, and final resolution clearly.
• Prioritize incoming incident tickets and schedule investigation and resolution appropriately.
• Escalate problems to the appropriately experienced analysts.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources to support problem resolution.
• Identify and learn the software and hardware items used and supported by the organization.
• Test fixes to ensure problems are adequately resolved.
• Perform post-resolution follow-ups to help with requests.
• Evaluate documented resolutions and analyze trends to identify opportunities to prevent future problems.
• Develop help sheets and other proactive documentation for end users.

Skills on Resume: 

• Help Desk Support (Hard Skills)
• Ticket Management (Hard Skills)
• Problem Diagnosis (Hard Skills)
• Software Troubleshooting (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Customer Communication (Soft Skills)
• Time Management (Soft Skills)
• Analytical Thinking (Soft Skills)

Job Summary: 

• Solve technical issues related to ransomware recovery to securely restore environments after an attack.
• Work with available backup software across client environments to restore systems while prioritizing critical business operations.
• Provide recommendations to clients with an understanding of their significant impact on business continuity.
• Deliver excellent customer service by communicating effectively with clients and stakeholders on recovery plans, steps, and status.
• Operate confidently in Windows-based environments with Active Directory services and available cloud options.
• Solve problems independently and in team environments.
• Exercise independent judgment and discretion in decision-making.
• Complete engagements promptly and communicate project status and workload to company leadership through required channels.
• Attend and actively participate in EOS/Traction L10 meetings and EOS processes.
• Maintain confidentiality regarding information being processed, stored, and accessed by the end-users.

Skills on Resume: 

• Ransomware Recovery (Hard Skills)
• Backup Management (Hard Skills)
• Windows Administration (Hard Skills)
• Active Directory (Hard Skills)
• Cloud Services (Hard Skills)
• Problem Solving (Soft Skills)
• Communication Skills (Soft Skills)
• Confidentiality Awareness (Soft Skills)

Job Summary: 

• Conduct on-site or remote assessments of technical problems.
• Investigate, troubleshoot, evaluate, and resolve routine issues with computer hardware, software, telecommunications, audiovisual, and peripheral equipment.
• Determine whether problems need to be escalated to higher-level staff.
• Diagnose and repair systems or coordinate repairs and replacements.
• Perform basic installation, operation, and maintenance of computers and peripheral equipment.
• Monitor routine system parameters such as response times and overall performance.
• Test and configure basic hardware and software setups.
• Perform basic maintenance and repair on system components.
• Provide routine system support, including monitoring or adding users and devices, modifying user profiles, resetting passwords, and performing regular file maintenance.
• Set up basic user access permissions consistent with IT department policies and document all changes and revisions.

Skills on Resume: 

• Technical Assessment (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Software Troubleshooting (Hard Skills)
• System Installation (Hard Skills)
• Peripheral Maintenance (Hard Skills)
• User Support (Hard Skills)
• Problem Escalation (Soft Skills)
• Documentation Skills (Soft Skills)

Job Summary: 

• Provide field support for end users.
• Support to include IT hardware and software installations, troubleshooting, and application upgrades.
• Utilize a ticketing system to track issues and requests, and document solutions.
• Inform management of existing or potential production problems.
• Maintain problem logs and communicate with higher-level staff regarding documentation, testing, and scheduling concerns.
• Communicate production or testing problems to user departments and provide updates on schedule changes.
• Provide on-call after-hours technology support on a rotational basis.
• Train users on hardware and software or direct them to the appropriate resources.
• Maintain confidentiality of sensitive data, including human resources information.
• Update skills on an ongoing basis to stay current with technology changes.

Skills on Resume: 

• Field Support (Hard Skills)
• Hardware Installation (Hard Skills)
• Software Troubleshooting (Hard Skills)
• Ticketing System (Hard Skills)
• User Training (Hard Skills)
• Problem Documentation (Soft Skills)
• Communication Skills (Soft Skills)
• Confidentiality Awareness (Soft Skills)

Job Summary: 

• Serve as the first point of contact for end-user computing needs, including network connections, desktops, laptops, printers, and other client-side computing issues.
• Respond to support queries via ticket system, email, in-person, or phone.
• Write and update training manuals for applications.
• Provide first-touch application support for all departments.
• Train end users on applications and application updates.
• Maintain daily and weekly performance of computer systems, including meeting rooms, multimedia systems, Mondo pads, and Zoom rooms.
• Install, modify, and repair computer hardware and software.
• Resolve technical problems related to Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Deploy, manage, and troubleshoot thin clients.
• Gather feedback and insights from end users about computer usage and performance.

Skills on Resume: 

• End-User Support (Hard Skills)
• Network Troubleshooting (Hard Skills)
• Hardware Installation (Hard Skills)
• Software Support (Hard Skills)
• Thin Client Management (Hard Skills)
• User Training (Soft Skills)
• Technical Documentation (Soft Skills)
• Feedback Analysis (Soft Skills)

Job Summary: 

• Track, route, and redirect problems to the correct resources and escalate unresolved queries appropriately.
• Guide users through the problem-solving process.
• Follow up with customers, provide feedback, and ensure issues are resolved.
• Ensure proper recording, documentation, and closure of cases in the ticket system.
• Recommend modifications or improvements to procedures.
• Secure applications for mobile devices such as smartphones and tablets.
• Manage and deploy Cisco phone systems.
• Manage IT stockroom inventory, including hardware and printing supplies.
• Assist with maintaining hardware/software inventory.
• Develop and maintain the IT department system documentation materials.

Skills on Resume: 

• Ticket Management (Hard Skills)
• Problem Routing (Hard Skills)
• Mobile Security (Hard Skills)
• Cisco Systems (Hard Skills)
• Inventory Management (Hard Skills)
• User Guidance (Soft Skills)
• Process Improvement (Soft Skills)
• Documentation Skills (Soft Skills)

Job Summary: 

• Respond to IT tickets, either solve or route accordingly
• Deploy hardware, software, and accessories to end users
• Manage and maintain the IT assets database
• Manage general IT stock
• Order computer accessories, network cables, adapters
• Follow and maintain existing hardware, software, and OS installation documentation
• Provide account management and password assistance
• Work with the purchasing team to manage software support renewals
• Deploy and troubleshoot the phone system
• Verify both the security and usability of new software requests/downloads

Skills on Resume: 

• Ticket Management (Hard Skills)
• Hardware Deployment (Hard Skills)
• Asset Management (Hard Skills)
• Inventory Control (Hard Skills)
• Account Support (Hard Skills)
• Software Troubleshooting (Hard Skills)
• System Security (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Provide in-person, phone and email help desk support
• Assist with new equipment installation, set-up and maintenance for workstations, printers, copiers, and telephones
• Troubleshoot and maintain the desktop environment
• Work with vendors to support processes and devices
• Complete new workstation setups and administer license management
• Identify, research, and resolve technical problems
• Provide help desk support for system users including application training
• Coordinate and manage information system hardware, software, and system updates
• Manage and maintain company IT assets
• Maintain a well-organized and clean layout in storage areas

Skills on Resume: 

• Help Desk Support (Hard Skills)
• Equipment Installation (Hard Skills)
• Desktop Maintenance (Hard Skills)
• Vendor Coordination (Soft Skills)
• License Management (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Application Training (Soft Skills)
• Asset Management (Hard Skills)

Job Summary: 

• Research and create documentation for the Help Desk knowledge base for all levels of support
• On-call support for weekends and holidays
• Mobile phone support familiarity with IOS and Android
• Maintain familiarity with technology evolution and industry ratings for equipment
• Install, troubleshoot, and repair hardware and software on Windows PC and Macs
• Demonstrate ability to diagnose hardware and software problems
• Communicate effectively with team members, end users, and customers
• Troubleshoot DIDs, VoIP and telephony issues
• Set up and troubleshoot various pieces of IT hardware
• Create tickets and update status as repairs happen
• Escalate items to management or software developers 
• Document operating procedures and update them with any changes
• Create/Setup user profiles and administer security

Skills on Resume: 

• Knowledge Documentation (Hard Skills)
• On-Call Support (Hard Skills)
• Mobile Support (Hard Skills)
• Hardware Repair (Hard Skills)
• Software Troubleshooting (Hard Skills)
• VoIP Support (Hard Skills)
• User Communication (Soft Skills)
• Security Administration (Hard Skills)

Job Summary: 

• Work with the IT Team to maintain daily business operations
• Provide level I and II desktop support for hardware and software to employees
• Assist users in determining the appropriate software solutions to meet their needs
• Assist in improving the office layout (cabling, etc.)
• Perform research and evaluate products to assist in the selection and purchase of equipment and systems
• Set up new laptops and phones with the necessary business applications
• Configure and troubleshoot hardware (computers, printers, mobile phones, networking, wiring, etc.)
• Troubleshoot and resolve Windows and MAC OS laptop issues
• Helping people with their daily questions and using the ticketing system

Skills on Resume: 

• Desktop Support (Hard Skills)
• Hardware Configuration (Hard Skills)
• Software Assistance (Hard Skills)
• Cable Management (Hard Skills)
• Product Evaluation (Hard Skills)
• Device Setup (Hard Skills)
• System Troubleshooting (Hard Skills)
• Customer Support (Soft Skills)

Job Summary: 

• Manage and respond to help desk tickets
• Provide support and maintenance for routers, switches, firewall and Wifi connections
• Provided support on complex issues, PC's, hardware, firmware, Zebra barcode scanners, servers, O365 and Azure
• Assist with controllers and CNS machinery
• Manage Help Desk tickets promptly
• Respond to customer issues via phone, email, Teams and desk-side
• Build, image and deploy computers, printers and standing desks
• Run diagnostics to resolve customer-reported issues
• Escalate issues to the next Tier with the next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow up with customers to ensure problems are resolved

Skills on Resume: 

• Help Desk Management (Hard Skills)
• Network Support (Hard Skills)
• Hardware Maintenance (Hard Skills)
• System Configuration (Hard Skills)
• Customer Communication (Soft Skills)
• Computer Deployment (Hard Skills)
• Diagnostics (Hard Skills)
• Issue Escalation (Soft Skills)

Job Summary: 

• Serves as a primary Virtual Help Desk escalation point for Help Desk Technicians to get assistance, troubleshoot and resolve problems
• Clarifies problems and determines if additional expertise is required before further escalating the ticket
• Assures the efficient operation of the Agency’s computers and makes recommendations to the IT Help Desk Manager regarding repair, upgrades, and purchases of hardware and software
• Provides primary Agency technical support in a specialized technology area(s) as assigned by the IT Help Desk Manager
• Provides secondary/backup technical support
• Creates support procedure documentation
• Maintains inventory of assigned areas, software and equipment
• Ensures spare software and equipment are kept in a locked storage area
• Provides Subject Matter Expertise for projects
• Acts as a project resource for implementing the Agency-wide technology plan
• Implements and supports the policies and procedures developed by the Information Technology Department including IT Security policies
• Trains all applicable staff on Agency software, hardware, networking and any other area of IT subject matter expertise

Skills on Resume: 

• Technical Escalation (Hard Skills)
• Problem Assessment (Hard Skills)
• System Operations (Hard Skills)
• Specialized Support (Hard Skills)
• Documentation (Hard Skills)
• Inventory Management (Hard Skills)
• Project Support (Soft Skills)
• Staff Training (Soft Skills)

Job Summary: 

• Provide technical assistance to employees via phone, email, remote and/or direct access
• Perform advanced problem analysis and isolate problems of a complex level of difficulty
• Provide daily support and troubleshooting for production and test hardware, OS, software, user workstations, and operations issues
• Complete administration, setup and maintenance of Windows-based systems
• Onboard new hires including account and equipment provisioning
• Work with vendors to facilitate the process of troubleshooting escalated incidents
• Document customer problem information, recommendations and resolution clearly and concisely using the CRM incident tracking system
• Communicate proactively and provide updates
• Develop and maintain effective relationships with internal customers

Skills on Resume: 

• Technical Assistance (Hard Skills)
• Problem Analysis (Hard Skills)
• System Troubleshooting (Hard Skills)
• Windows Administration (Hard Skills)
• Onboarding Support (Hard Skills)
• Vendor Coordination (Soft Skills)
• Incident Documentation (Hard Skills)
• Customer Communication (Soft Skills)

Job Summary: 

• Use technical expertise and understanding of business needs to evaluate IT incidents while appropriately evaluating and prioritizing user/business impact
• Provide helpdesk support to approximately 100 employees
• Set up new user accounts in Active Directory and email accounts in Office 365
• Take ownership of helpdesk tickets and work with a sense of urgency to resolve incidents and problems
• Install and image new and existing computers
• Maintain the Asset Inventory system for IT equipment including all laptops, desktops, and servers
• Provide support for mobile devices such as iPhones, Android, and Tablets
• Support and maintain conference room audiovisual equipment
• Install and configure local and network printers and other peripherals
• Responsible for user data and migration of profiles as computers are replaced
• Stay abreast of current technology in a changing environment

Skills on Resume: 

• Incident Evaluation (Hard Skills)
• Helpdesk Support (Hard Skills)
• Account Management (Hard Skills)
• Ticket Ownership (Soft Skills)
• Computer Imaging (Hard Skills)
• Asset Management (Hard Skills)
• Mobile Support (Hard Skills)
• AV Support (Hard Skills)

Job Summary: 

• Become an expert in the hardware and software used by employees and clients
• Document hardware and software used by employees and clients including installation instructions, license keys, quantities, vendor contact information for sales and support
• Manage inventory of spare equipment
• Set up hardware and install applications for new employees and provide access to appropriate resources
• Meet deadlines/schedules for the installation of new devices and software
• Document all help desk support incidents using a ticketing system and prioritize tasks/support requests based on severity or impact to users
• Follow up with employees and clients to ensure their needs are met and that support issues have been resolved to their satisfaction
• Keep managers and/or shareholders informed of situations that have escalated due to employee/client requirements or a lack of ability to resolve before they become a crisis
• Use good judgment and diplomacy, as the situation requires
• Record time accurately and on a timely basis

Skills on Resume: 

• Technical Expertise (Hard Skills)
• Documentation (Hard Skills)
• Inventory Management (Hard Skills)
• Hardware Setup (Hard Skills)
• Deadline Management (Soft Skills)
• Ticket Management (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Crisis Communication (Soft Skills)

Job Summary: 

• Receive various IT-related inquiries from the warehouse
• Troubleshoots and manages relatively simple hardware, software, or network problems
• Recognizes and escalates more difficult issues to Tier 2 Support
• Performs other duties as assigned by the supervisor
• Resolves more complex issues requiring detailed systems and applications knowledge
• Manages and issues computing assets to all company employees
• Install personal computers and printers for new employees
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Log help desk activities in the tracking system in a complete, accurate and timely manner
• Maintain daily performance of computer systems
• Run diagnostic programs to resolve problems
• On-site and or remote troubleshooting of standard hardware issues (e.g., desk phones, computers, printers)

Skills on Resume: 

• Issue Resolution (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Issue Escalation (Soft Skills)
• Asset Management (Hard Skills)
• Computer Installation (Hard Skills)
• Technical Assistance (Hard Skills)
• Ticket Logging (Hard Skills)
• System Maintenance (Hard Skills)

Job Summary: 

• Deploy new desktop/laptop and re-image existing desktops/laptops
• Create new desktop/laptop images
• Install and troubleshoot IT-related hardware and software applications
• Work with the computer hardware vendor for RMA issues
• Maintain IT inventory for all hardware (laptop, desktop, LCD, printer, etc.) using an inventory tracking system
• Assist with support requests in the Helpdesk trouble ticketing system and update the trouble ticket throughout the life cycle of the ticket
• Support and investigate problems for any software application used by the company
• Provide support for the configuration and upkeep of all computers
• Use help-desk ticketing software to track and resolve problems and issues
• Receive assignments, follow through and provide timely reporting of work completed and in progress

Skills on Resume: 

• Device Deployment (Hard Skills)
• Image Creation (Hard Skills)
• Software Troubleshooting (Hard Skills)
• Vendor Coordination (Soft Skills)
• Inventory Management (Hard Skills)
• Ticket Management (Hard Skills)
• Application Support (Hard Skills)
• System Configuration (Hard Skills)

Job Summary: 

• Provide technical support to end users
• Accomplish projects by assisting Network Administrators and the IT Manager
• Offer suggestions to those remotely as well as in the office to allow them to self-assist in the future
• Maintain tickets from the Help Desk for tracking and offer general technical support
• Review logs/systems on a routine basis
• Report any recurring or significant issues while offering/implementing repair solutions 
• Set up the work stations according to the configuration needed
• Troubleshoot computers, software, applications, peripherals, printers, networks, phones, and scanners for multiple locations
• Document basic instructions on how to do something, including screenshots
• Perform diagnostic testing to assist in resolving problems
• Report to the managing team any opportunities to help improve any current processes

Skills on Resume: 

• Technical Support (Hard Skills)
• Project Assistance (Soft Skills)
• User Guidance (Soft Skills)
• Ticket Management (Hard Skills)
• System Monitoring (Hard Skills)
• Issue Reporting (Soft Skills)
• Workstation Setup (Hard Skills)
• Problem Diagnostics (Hard Skills)

Job Summary: 

• Assisting internal users with software, hardware or any other IT-related issues
• Track endpoint inventory history
• Own the help desk ticketing system
• Manage office electronics including displays, peripherals, and video conferencing equipment
• Manage and monitor the corporate network
• Assist in onboarding and training users to use the software
• Reviewing and approving software for internal use
• Managing fleets of machines with automation
• Develop and deploy automation to make the job easier

Skills on Resume: 

• Technical Support (Hard Skills)
• Inventory Tracking (Hard Skills)
• Ticket Management (Hard Skills)
• Equipment Management (Hard Skills)
• Network Monitoring (Hard Skills)
• User Training (Soft Skills)
• Software Review (Hard Skills)
• Process Automation (Hard Skills)

Job Summary: 

• Act as a first-line liaison, handling support requests
• Maintaining and enhancing a Microsoft network environment running on VMware hosts over a diverse client base
• Support team members and the IT department to implement new systems and technologies that bring the best value to the business
• Respond to IT tickets promptly and maintain a positive attitude with all team members  
• Supply all new hires with necessary IT equipment (e.g., desktop, laptop, pertinent software programs unique to each department’s needs, and phone)  
• Help manage the life cycle of laptops and desktops through PDQ, a client-management tool and program  
• Provides limited support for the wide variety of IT systems (time clocks, copiers and printers, cameras, phone system, access points, TVs, projectors, RF guns, etc.) 
• Providing clients with technical support
• Providing clients with a proactive approach to possible future culprits
• Responding to tickets and following help desk processes
• Ensuring client satisfaction with time and solution
• Documenting complicated ticket resolution

Skills on Resume: 

• Help Desk Support (Hard Skills)
• Network Maintenance (Hard Skills)
• System Implementation (Hard Skills)
• Ticket Response (Hard Skills)
• Equipment Provisioning (Hard Skills)
• Lifecycle Management (Hard Skills)
• Peripheral Support (Hard Skills)
• Technical Assistance (Hard Skills)

Job Summary: 

• Provides Level 1 Technical Support
• Maintains calls in the Helpdesk software package
• Maintains documentation, inventory and conducts user training
• Performs duties related to maintaining the Business Continuity Site
• Meets the minimum requirements and expectations for all IT employees
• Respond, troubleshoot, and resolve support requests generated by users and monitoring systems
• Document details of all requests and update the ticketing system appropriately
• Support IT infrastructure, including design, implementation, and end-user interaction
• Manage creation and removal of user accounts in an Active Directory environment
• Set up computers and desks for new hires
• Provide telephone system support
• Manage license distribution and revocation
• Maintain accurate records in the inventory management system
• Act as a backup when other IT staff are not available

Skills on Resume: 

• User Training (Soft Skills)
• Business Continuity (Hard Skills)
• Issue Resolution (Hard Skills)
• Infrastructure Support (Hard Skills)
• Account Management (Hard Skills)
• System Setup (Hard Skills)
• Telephony Support (Hard Skills)
• Inventory Management (Hard Skills)

Job Summary: 

• Providing direct day-to-day application, network, and end-user technical support for employees in the Atlanta office or remotely
• Responding to help desk tickets, emails, and instant message requests
• Following up with customers, providing feedback and seeing problems through to resolution
• Properly escalating unresolved queries to the next level of support
• Maintaining detailed case documentation to allow for collaborative troubleshooting and resolution
• Assisting in the onboarding of new employees by configuring computers, phones, and desks, and creating user accounts
• Assisting in inventory management, cleanup, and refreshing computers for existing employees
• Providing basic support of in-house technologies (i.e., iPads, printers, copiers, audio/video systems, network connectivity, etc.)
• Taking end-user phone calls and assisting in resolving issues
• Documenting user issues and creating service tickets using proprietary ticket software
• Resolve on-site matters with clients, contact vendors

Skills on Resume: 

• Customer Follow-Up (Soft Skills)
• Issue Escalation (Soft Skills)
• Case Documentation (Hard Skills)
• Employee Onboarding (Hard Skills)
• Inventory Management (Hard Skills)
• Peripheral Support (Hard Skills)
• User Communication (Soft Skills)
• Vendor Coordination (Soft Skills)

Job Summary: 

• Monitor and respond to IT support tickets promptly
• Respond to client issues via phone, email and chat
• Manage and configure user accounts for various cloud platforms
• Troubleshoot and resolve network and computer issues
• Install printers and other peripheral hardware
• Monitor and manage scheduled backups
• Repair and upgrade existing computers 
• Assist with training clients on new technology implementations
• Configure and manage a VOIP phone system
• Assist Tier 2 or Tier 3 engineers remotely with technical issues

Skills on Resume: 

• Ticket Management (Hard Skills)
• Network Troubleshooting (Hard Skills)
• Account Configuration (Hard Skills)
• Hardware Installation (Hard Skills)
• Backup Monitoring (Hard Skills)
• Hardware Repair (Hard Skills)
• Client Communication (Soft Skills)
• VOIP Management (Hard Skills)

Job Summary: 

• Ensures that the Help Desk operates as a highly professional service that meets the needs of the company and the end users, including meeting identified SLAs
• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Single Point of Contact for the Help Desk and manages problem reports using the internal help desk system (JIRA)
• Responds to queries either in person, over the phone or via email for customers seeking help
• Writes training procedures, trains computer users, and cross-trains
• Maintains daily performance of computer systems
• Asks questions to determine the nature of the problem and the root cause
• Walks the customer through the problem-solving process
• Installs, modifies, and repairs computer hardware and software 
• Cleans up computers and runs diagnostic programs to resolve problems
• Resolves technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Installs computer peripherals for users
• Follows up with customers to ensure the issue has been resolved and gains feedback from customers about computer usage
• Ensures that requests for assistance are properly logged and responded to promptly and according to agreed standards and procedures
• Provide feedback about the problems that are found during the day to prevent common errors
• Confers with the Director of IT on issues and any other duties as requested by Management

Skills on Resume: 

• Help Desk Management (Hard Skills)
• Technical Support (Hard Skills)
• Ticket Management (Hard Skills)
• Customer Communication (Soft Skills)
• User Training (Soft Skills)
• System Maintenance (Hard Skills)
• Problem Diagnosis (Hard Skills)
• Network Troubleshooting (Hard Skills)

Job Summary: 

• Evaluate and solve requests for IT support via emails, phone calls or in-person requests regarding computer hardware, software or networking issues
• Run diagnostic processes to evaluate errors and issues
• Troubleshoot issues from desktop users 
• Handle all the research, recognition, isolation and resolution of each issue
• Follow up on tickets to their satisfactory resolution
• Log and track calls using the problem management database and maintain a history of problem documentation
• Moving and reassigning of computer, peripherals and phone equipment
• Log and track computers and peripherals inventory
• Perform all the HelpDesk Tier 1 responsibilities
• Act as the overflow for incoming HelpDesk Calls
• Act as HelpDesk Tier 1 escalation
• Perform Basic HD Troubleshooting
• Perform Intermediate HD Troubleshooting (Expected resolution time of 30min or less)
• Review application issues, identify and address network outages
• Troubleshoot group policies and site-to-site and point-to-site VPN issues
• Address network connectivity issues and review server space issues

Skills on Resume: 

• IT Support (Hard Skills)
• Diagnostic Testing (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Problem Resolution (Hard Skills)
• Ticket Tracking (Hard Skills)
• Inventory Management (Hard Skills)
• Help Desk Support (Hard Skills)
• Network Connectivity (Hard Skills)

Job Summary: 

• Ownership of outstanding calls and attending to technical support queries timeously
• Assist with administering the Active Directory, Microsoft Exchange, WSUS, Spiceworks, Backup Exec, ESET, and other server-grade applications and services
• Assist with administering the server cluster, the network infrastructure and client-side hardware
• Add/remove client hardware on the Domain and configure required software and policies
• Assist with the regular maintenance procedures
• Ensure that all IT equipment is functioning correctly
• Take ownership of the software development role from conception to implementation to support
• Remain abreast of security and development trends
• Identifying opportunities where software can assist the business
• Bespoke software created and maintained for company use
• Act on ad-hoc instructions from the management team
• Provide solutions and assistance where a need with colleagues or the office in general is identified

Skills on Resume: 

• Technical Support (Hard Skills)
• Server Administration (Hard Skills)
• Network Management (Hard Skills)
• System Configuration (Hard Skills)
• Equipment Maintenance (Hard Skills)
• Software Development (Hard Skills)
• Security Awareness (Soft Skills)
• Process Improvement (Soft Skills)

Job Summary: 

• Configure computers for employees, including standard imaging builds, software installations and configuration, network configurations, and testing
• Log and update technical support requests through the incident management system
• Maintain inventory and assist with peripherals and parts
• Coordinate repair of laptops
• Work with vendors to order hardware and monitor inventory
• Create, submit and follow up on purchase orders
• Track licensing, support contracts, renewals, certificates, etc.
• Answer calls from customers
• Ask appropriate questions to understand the customer’s problem and log a ticket in the ticketing system
• Provide troubleshooting and support for Windows operating systems and the Microsoft Office Suite of products
• Assist with email problems and password resets

Skills on Resume: 

• Computer Configuration (Hard Skills)
• Ticket Management (Hard Skills)
• Inventory Maintenance (Hard Skills)
• Hardware Repair (Hard Skills)
• Vendor Coordination (Soft Skills)
• Procurement Management (Hard Skills)
• License Tracking (Hard Skills)
• Customer Support (Soft Skills)

Job Summary: 

• Answer, prioritize and escalate IT requests and support tickets 
• Act as the first point of contact for end users
• Assist Davis end users in person or remotely
• Install and configure workstations, laptops, tablets and other end-point devices 
• Install and configure Office, TeamViewer, endpoint protection, and other applications 
• Troubleshoot workstations, laptops, tablets and end-point devices
• Provide status updates to manager and users via ticketing system, email or phone
• Reset passwords/unlock accounts within Active Directory
• Provisions/Deprovisions user accounts within various Davis systems 
• Maintain hardware and asset inventory
• Provide new hires with basic training on Davis-specific systems during onboarding

Skills on Resume: 

• Ticket Management (Hard Skills)
• User Support (Hard Skills)
• Remote Assistance (Hard Skills)
• Device Configuration (Hard Skills)
• Software Installation (Hard Skills)
• Troubleshooting (Hard Skills)
• Account Management (Hard Skills)
• Inventory Maintenance (Hard Skills)

Job Summary: 

• Serves as the initial point of contact for all technical requests received over the phone or through the help desk ticketing system
• Communicating with users to set proper expectations, keep them informed of incident progress and notifying them of changes
• Troubleshooting hardware and software issues in person, remotely and via phone
• Installing, configuring, maintaining and verifying the functionality of hardware and software components
• Analyzing, diagnosing, resolving and/or escalating hardware and software issues
• Documenting an inventory of assets in the asset management system
• Triage and respond to IT help desk requests and route them to the appropriate personnel
• Provide end-user support for desktop hardware and software requests
• Provide support for account-management issues (i.e., password resets and permission issues)
• Utilize and add to the IT knowledge base
• Adhere to company policies and best practices when performing work
• Provide excellent customer service to end users

Skills on Resume: 

• Help Desk Support (Hard Skills)
• User Communication (Soft Skills)
• Issue Troubleshooting (Hard Skills)
• System Maintenance (Hard Skills)
• Problem Resolution (Hard Skills)
• Asset Management (Hard Skills)
• Ticket Triage (Hard Skills)
• Customer Service (Soft Skills)

Job Summary: 

• Provide local technical support to administrative employees, classrooms, and group homes
• Deploy computers and peripherals (computers, monitors, printers, etc.)
• Install software packages on PC’s
• Upgrade hardware on PC’s
• Troubleshoot software applications
• Troubleshoot PC’s, printers, scanners, projectors and peripheral devices
• Set up new user ID/password logins, and reset passwords 
• Troubleshot third-party software and applications
• Escalate service requests that require help from the Company’s IT Provider
• Order computers and computer supplies

Skills on Resume: 

• Technical Support (Hard Skills)
• Device Deployment (Hard Skills)
• Software Installation (Hard Skills)
• Hardware Upgrades (Hard Skills)
• Application Troubleshooting (Hard Skills)
• Peripheral Support (Hard Skills)
• Account Setup (Hard Skills)
• Vendor Coordination (Soft Skills)

Job Summary: 

• Provide a single point of contact to the organization for information technology-related issues
• Identify, research, and resolve software/technical issues
• Respond to telephone calls, email and personnel requests for software technical support
• Analyze and resolve user problems to eliminate recurrences and reduce calls to the Help Desk
• Participate in on-call rotation when circumstances require
• Draft FAQs for common help desk issues on supported software systems
• Establish, document and enforce procedures for coordinating with other help desk resources to provide appropriate coverage
• Adhere to departmental procedures to ensure users are kept well informed of ticket status and product availability
• Manage user expectations and ensure overall user satisfaction

Skills on Resume: 

• Technical Support (Hard Skills)
• Issue Resolution (Hard Skills)
• User Communication (Soft Skills)
• Problem Analysis (Hard Skills)
• On-Call Support (Hard Skills)
• Documentation (Hard Skills)
• Procedure Management (Hard Skills)
• Customer Satisfaction (Soft Skills)

Job Summary: 

• Provides technical support, via phone, to internal end users on a variety of computer issues as related to computer software applications, interfaces, data transmission/interfaces, reports and/or other customer-related items
• Receives, tracks, monitors, reviews, inputs, records, and maintains information such as name, address/location, PC or equipment to be repaired or service to be rendered
• Ensures information is accurate and that technician(s) respond in a timely fashion
• Prepares work orders and distributes those work orders to the appropriate resources or technician(s)
• Relays messages and special instructions to resources or technician(s) and/or other departments
• Calls or writes customer(s) to ensure satisfactory performance of service
• Performs follow-up procedure
• Keeps an accurate record of service calls and work orders using IT Ticketing software
• Participates in in-service training programs, attends staff meetings 

Skills on Resume: 

• Technical Support (Hard Skills)
• Ticket Tracking (Hard Skills)
• Data Management (Hard Skills)
• Work Order Processing (Hard Skills)
• Message Coordination (Soft Skills)
• Customer Follow-Up (Soft Skills)
• Record Keeping (Hard Skills)
• Team Participation (Soft Skills)

Job Summary: 

• Resolving customers’ incidents and service requests onsite, over the phone and using remote access
• Registering and categorizing incidents and dispatching incidents to other teams
• Taking ownership of support issues and seeking closure, ensuring all relevant support procedures are followed
• Answer the help desk phone lines and be a part of the weekly rotation for answering after-hours emergency calls
• Log calls requesting technical assistance into the help desk software
• Troubleshoot software and hardware issues and document resolutions
• Assign work orders, follow up on status, and communicate status to users
• Handle requests, verify requested information with managers, and track progress
• Assist with installation and configuration of PC's, laptops, and peripherals
• Process new user requests and termination requests
• Support Retail equipment such as ATM, printers, cameras, and scale interface

Skills on Resume: 

• Incident Resolution (Hard Skills)
• Ticket Management (Hard Skills)
• Issue Ownership (Soft Skills)
• Phone Support (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Status Communication (Soft Skills)
• Device Installation (Hard Skills)
• Retail Support (Hard Skills)

Job Summary: 

• Coordinate Help Desk requirements with the Government Customer
• Receive calls via telephone, tele or video conference, web-based applications, MS Teams
• Independently assist in troubleshooting and repairing remote systems and customer problems
• Provide ticket management and metrics
• Various IT support tasks such as setting up new users, troubleshooting laptop/desktop systems, virtual servers, network equipment, and Video conference equipment
• Proactive risk and problem mitigation, for example, equipment end-of-life analysis
• Assist with managing standard processes/procedures 
• Cross-trains and guides other technicians
• Work directly with vendors on installations, upgrades, and preventive maintenance
• Assist the IT team and the provision of IT services to NICE by responding to Helpdesk requests and staff inquiries
• Providing first-line IT support to NICE staff and contractors in the NICE office, including remote support of home workers

Skills on Resume: 

• Help Desk Coordination (Hard Skills)
• Remote Troubleshooting (Hard Skills)
• Ticket Management (Hard Skills)
• User Support (Hard Skills)
• Risk Mitigation (Soft Skills)
• Process Management (Hard Skills)
• Team Training (Soft Skills)
• Vendor Coordination (Soft Skills)

Job Summary: 

• Serves as the initial point of contact for technical end-user support and troubleshooting
• Manages multiple requests at the same time, addressing the urgency of issues as they arise
• Provides regular status updates to end users until issues are resolved
• Purchases, inventories, and manages IT hardware
• Provisions and deploys devices to remote staff
• Builds relationships with staff, checking in regularly to ensure people have what they need and technology is performing as it should
• Maintains processes and metrics to ensure technical support is provided in a professional, courteous, and timely manner
• Researches and recommends products and services to meet user and business needs
• Develops and updates system and user documentation
• Develop and implement training for staff on systems and processes in collaboration with other members of the Information Systems team

Skills on Resume: 

• Technical Support (Hard Skills)
• Multitasking (Soft Skills)
• Status Communication (Soft Skills)
• Hardware Management (Hard Skills)
• Device Deployment (Hard Skills)
• Relationship Building (Soft Skills)
• Process Improvement (Hard Skills)
• Staff Training (Soft Skills)

Job Summary: 

• Accepts support calls and self-service tickets from stores, providing Tier 1 support and troubleshooting for all technology hardware and software utilized for retail locations
• Strives for first call resolution on every call to meet team KPI standards
• Completes quality work orders timely and efficiently to provide the best support for retail locations
• Escalates issues based on priority and escalation procedures
• Upholds company policy and procedures
• Manage and resolve IT Help desk support requests (including calls, emails, chats, tickets, and walk-ups) for all users within the HSO organization
• Effectively and efficiently communicate, troubleshoot, and resolve user issues, coordinating internal and external (vendor) resources 
• Track all issues, communications, and resolutions in the HSO Ticketing System
• Create documentation for common issues
• Work with the IT team for escalation of advanced user or system issues
• Assist the IT department in other projects 

Skills on Resume: 

• Tier 1 Support (Hard Skills)
• Issue Resolution (Hard Skills)
• Work Order Management (Hard Skills)
• Issue Escalation (Soft Skills)
• Policy Compliance (Hard Skills)
• Ticket Tracking (Hard Skills)
• Vendor Coordination (Soft Skills)
• Documentation (Hard Skills)

Job Summary: 

• Providing Tier-II Level Hardware and Software support for desktop/laptop computers
• Responsible for the imaging and deployment of desktop/laptop computers
• Maintaining and deploying network printers
• Maintaining and patching computers with the latest updates to increase performance and reliability
• Working closely and communicating with the IT team
• Documenting and training users on common problems and solutions
• Supporting and troubleshooting network problems
• Responsible for escalating and triaging critical IT issues
• Maintaining good professional relationships with counterparts of the engineering and customer support departments
• Manage and track company hardware and software inventory
• Monitoring and managing alerts related to application and system procedures and providing services proactively 

Skills on Resume: 

• Printer Maintenance (Hard Skills)
• System Patching (Hard Skills)
• Team Communication (Soft Skills)
• User Training (Soft Skills)
• Network Troubleshooting (Hard Skills)
• Issue Escalation (Soft Skills)
• Professional Relations (Soft Skills)
• Inventory Management (Hard Skills)

Job Summary: 

• Manage information technology and computer systems
• Install and configure computer hardware, software, systems, networks, printers and scanners
• Install and maintain low-voltage wiring
• Plan and undertake scheduled maintenance upgrades
• Communicate with others to determine the nature of issues as they arise
• Investigate, diagnose, and solve computer software and hardware faults
• Repair equipment and replace parts
• Create and maintain software for several departments
• Set up third-party services like the internet, telephone lines, etc.
• Assist in maintaining the company's wireless account
• Design, develop, implement and coordinate systems, policies and procedures
• Act in alignment with user needs and system functionality to contribute to organizational policy
• Audit systems and assess their outcomes

Skills on Resume: 

• IT Management (Hard Skills)
• System Installation (Hard Skills)
• Wiring Maintenance (Hard Skills)
• System Upgrades (Hard Skills)
• Issue Communication (Soft Skills)
• Fault Diagnosis (Hard Skills)
• Equipment Repair (Hard Skills)
• Software Development (Hard Skills)

Job Summary: 

• Identify and procure the hardware needed to satisfy user requirements
• Set up and deploy end-user hardware (Laptops, Desktops, Workstations, etc.)
• Install hardware and peripheral components such as monitors, keyboards, and printers
• Assist in resolving Microsoft Office issues
• Administer the setup of new users in AD, Exchange, Egnyte, LastPass, etc.
• Assist in terminating users
• Set up and deploy mobile devices
• Assist in troubleshooting and resolving hardware problems
• Monitor and validate data backup processes and escalate issues in a timely fashion
• Provide telephone, in-person, and remote support
• Monitor and administer helpdesk tickets, triage and maintain helpdesk ticket queue
• Monitor and respond to IT system issues

Skills on Resume: 

• Hardware Procurement (Hard Skills)
• Device Deployment (Hard Skills)
• Peripheral Installation (Hard Skills)
• Office Support (Hard Skills)
• Account Administration (Hard Skills)
• Mobile Setup (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Backup Monitoring (Hard Skills)

Job Summary: 

• Provides routine technical support to corporate and remote users of computer applications and hardware (e.g., PCs, servers, printers)
• Investigates and resolves user issues
• Troubleshot basic software, hardware, and network issues
• Assists users and provides support for personal computers/peripherals
• Completes ordering, tracking, imaging, and deployment for the IT department
• Maintains a troubleshooting tracking log, ensuring timely resolution of problems
• Responsible for documentation for system maintenance and development
• Collaborates with other IT functions including network services, software systems and/or application development, to restore service and/or identify problems
• Identifies, scans, and cleans infected desktop/laptop systems
• Documents solutions to problems and recommends fundamental changes to system configurations to prevent recurrences
• Provides feedback on problematic trends and patterns in technical support to the team lead and/or supervisor

Skills on Resume: 

• Technical Support (Hard Skills)
• Issue Resolution (Hard Skills)
• Network Troubleshooting (Hard Skills)
• User Assistance (Soft Skills)
• Device Deployment (Hard Skills)
• Ticket Tracking (Hard Skills)
• System Documentation (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Ask appropriate questions to understand the customer’s problem and log a ticket in the ticketing system
• Provide troubleshooting and support for Windows and macOS operating systems and the Microsoft Office Suite of products
• Assist with email problems and password resets
• Assist with administrative
• Provide knowledgeable and up-to-date technical support to PCA clients via remote help-desk, onsite and phone
• Troubleshoot hardware, software and networking issues
• Resolve reported problems within established department guidelines
• Provide detailed documentation of work accomplishments and communications in the CRM system
• Coordinate and communicate concisely and effectively with peers and managers

Skills on Resume: 

• Ticket Logging (Hard Skills)
• System Troubleshooting (Hard Skills)
• Email Support (Hard Skills)
• Administrative Assistance (Soft Skills)
• Technical Support (Hard Skills)
• Network Troubleshooting (Hard Skills)
• Issue Resolution (Hard Skills)
• Team Communication (Soft Skills)

Job Summary: 

• Install desktops, portable computers, peripherals, and software products for a networked environment
• Detect, diagnose, research solutions, and resolve desktop software and hardware failures
• Provide users with information, guidance, and instruction on the use of desktop and portable computer hardware and software
• Analyze and assess customer service requests and provide prompt technical solutions
• Conduct IT audits in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products
• Prepare progress/status reports and submit to team leads 
• Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner
• Identify and document areas for process improvements
• Contact and effectively communicate with users by telephone, electronic communications, or in person
• Provide technical support for customers assigned to remote locations
• Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals

Skills on Resume: 

• User Guidance (Soft Skills)
• Technical Analysis (Hard Skills)
• IT Auditing (Hard Skills)
• Status Reporting (Hard Skills)
• Ticket Management (Hard Skills)
• Process Improvement (Soft Skills)
• User Communication (Soft Skills)
• System Upgrades (Hard Skills)