A highly experienced and competent IT Support Technician with two years’ experience in a variety of office based environments. A level head and rational approach to problem solving leads to reliability and fast solutions to IT technical issues. An excellent communicator with the ability to explain procedures in a practical and user friendly way means that many IT problems can be solved via the telephone. Comfortable working as part of a team or independently with a focus on delivering quality IT support on a continuous basis.
Configure, install, troubleshoot and maintain Personal Computer (PC) related hardware and software, associated printers and peripherals, network access, and network client software
Maintaining and supporting Microsoft Office products, E-mail, AS/400, JD Edwards, Citrix, SCCM Console, Microsoft System Center Service Manager and other specialized software as required by the business.
Perform various other duties and activities as assigned by Supervisor/Manager within the physical constraints of the job.
Assist in the configuration, installation, and maintenance of network-related hardware, software, and services such as file servers, print servers, disk subsystems, gateways, and connections to external resources.
Supporting Operating systems: Windows 7, Windows 10.
Maintaining and supporting network server related hardware and software components, such as file servers, print servers.
Maintaining and Supporting Client Services “Images” for Dell desktops and laptops.
Provide telephone, remote and email support to internal company computer users.
Provide first call resolution to computer hardware and software problems through troubleshooting techniques.
Escalate incidents to the proper department that are outside the scope of the Primary tier customer support center.
Enter incidents in the Service Manager system (the Service Desk tracking software), including detailed information for every incident.
Responsible for assisting internal computer users with their questions about any supported software and computing platforms to the best of his/ her ability, in a professional and courteous manner or escalate to the proper department.
Check version levels and available updates for Operating System and virus protection software.
Responsible for the creation of Service Desk documentation.
Use any free time not needed to fulfill the above duties to do self-training to develop knowledge and skills.
Routinely check the customer support center voicemail and Open Incident Queue.
Answer the Help Desk phones in a courteous and friendly manner following established procedures
Perform other duties as assigned by management.
Served as project manager, lead developer and/or team member on dozens of application development projects. Delivered technology solutions that…