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0-5 years of experience
Provided desktop/laptop support on WinXP for hardware/software problem resolution including network connectivity, software imaging, application installation and configuration for 650 end-users and 900 remote users. Managed 4-5 technician desktop team including technical and skill evaluations.
- Collaborated with other IBM departments to resolve customer escalations
- Managed hardware inventory, including disposals and parts distribution
- Improved quality customer service by implementing reports for management that Identified quality of problem resolution
0-5 years of experience
Provided desktop, laptop, and software support for local and remote clients including various marketing and technical organizations. Built and managed Microsoft Windows XP based custom images to meet unique call center organizational requirements.
- Created new Windows XP based image platforms to address unique call center requirements utilizing new desktop computers.
- Performed daily hands-on and remote troubleshooting and repair, including password resets to quickly resolve software issues locally and nationwide.
- Provided local project management for the complete replacement of over 200 data center desktop computers with no user downtime. Partnered with national project managers for the testing and installing of new and updated software applications and ensuring full functionality with the new hardware.
- Prepared and maintained daily trouble report status reports to management team utilizing Vantive reporting software.
- Provided local and international coaching for new personnel on existing procedures and processes according to local policies.
0-5 years of experience
Provided on-demand desk side troubleshooting and resolution.
- Utilized Dameware remote desktop software for troubleshooting and resolution.
- Maintained $5 million parts inventory with less than .01% deviation.
- Managed parts inventory database and supplied techs with needed parts.
0-5 years of experience
Provided high quality IT support services to 2200 end users.
- Utilized the SharePoint ticketing system and Knowledge Base to handle user requests assigned to you and record all updates until the ticket is resolved and closed.
- Assessed, communicated, and ensured prioritized mitigation of risk to the service and the business.
- Analyzed and communicated the overall status of service.
- Ensured that high customer satisfaction levels are maintained.
0-5 years of experience
Handled a volume of 30 to 50 calls per day troubleshooting various desktop and laptop remote issues like network/USB connectivity, dial-up connections, password resets, printer issues, etc.
- Ensured all service-level agreements were met and objectives were achieved by tracking problems/ incidents.
- Accurately created/logged call tickets using HP Service Center in order to properly track any ongoing issues or in case of escalating to the next tier.
- Viewed/manipulated network settings like Internet Properties, TCP/IP, DHCP, DNS, Remote Desktop, VPN utilities, wireless, etc., for Windows XP.
- Provided first level support for blackberry devices.
0-5 years of experience
Worked with external customers providing information regarding Library of Congress
- Managed Remedy tickets assigned to deskside support team and the configuration team
- Assisted co-workers with helpdesk tickets for resolution of end users' technical issues
- Responsible for imaging and configuration of desktops and laptops
- Installed applications using Symantec Live State
- Maintained and repaired laptops / desktops, printers, and dual monitors
- Worked local network issues and elevated tickets to the network configuration team if it was not a local issue
0-5 years of experience
Administered over all format of desktop issues while maintaining a 95% approval rating
- Training new Deskside Support/Helpdesk staff to be prepared for a high demand environment
- Imaged and deployed new equipment for any and all staff
- Enhanced new user experience by providing equipment and training
- Managed an OS upgrade to Windows 7 for over 1500 users
0-5 years of experience
Executed written procedures to effect installation and configuration of hardware and software
- Resolved end user problems, logging trouble tickets via Remedy
- Created work orders
- Interfaced professionally and effectively with all levels of Health Net associate and contractors in order to troubleshoot and resolve hardware and software issues
- Performed asset management utilizing the Altiris database system
- Supported the Windows 2000 and Windows XP operating systems
- Supporting Lotus Notes e-mail application
- Assisted in technical research, documentation, and troubleshooting
0-5 years of experience
Troubleshoot & breakfix PC's/Mac, perform Win7 migration/upgrades, and configure projectors/printers.
- Currently utilizing Service Now Ticketing System, Access, Sharepoint and Smartsheet on everydy to create incidents tickets ranging from password resets, AD account creation, asset management, security incidents and ticket escalations.
- Re-imaged old and new hardware for migration (Windows XP -> Windows 7).
- Deployed Lenovo, Dell, through Pre-Boot Execution.
- Supporting various legacy nuclear applications while ensuring safety and validation guidelines are enforced and followed.
- Consult all end users hardware and software, through phone email and in person support with outstanding customer service experience.
- Supported <1500 end users.
0-5 years of experience
- Performed desktop support to over 500 employees in person and by telephone.
- Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems.
- Completed migration of over 300 computers from Windows 2000 to Windows XP.
- Trained technicians on proper Johnson and Johnson migration procedures.
- Trained users on Microsoft Office 2007 after migration from previous version of Office.
- Resolved Windows related issues, Internet Explorer issues and other PC software related issues on both desktops and laptops.
- Installed, configured (using imaging software), maintained and troubleshot applications.
- Ensured all IT documentation was accurate and completed for FDA audits.
- Prepared conference room video equipment and computers for audits.
0-5 years of experience
Used BMC Remedy and follow IBM predefined processes to handle customer requests.
- Setup and repaired desktops and laptops and provide break/fix support.
- Installed and removed PC software, hardware, and peripherals.
- Troubleshoot desktop hardware and software, printing and networking issues to determine, document, and resolve issues.
- Provided customer assistance to manage user requests and address issues according to defined processes.
- Consulted with more experience members of the IBM team and escalate issues as required to ensure client (Diagio) satisfaction.
0-5 years of experience
Administrator for Intertel Axxess phone system. Responsible for all MACs involving telecom as well as lead technician for all telecom troubleshooting issues.
- Participated in company Domain Migration project.
- Managed vendor technician relationships with printer technicians and outside telecom engineers.
- Participated in rotating on call support, providing 24\7 coverage.
- Gained knowledge in WAN an LAN connectivity, DNS and network connectivity, Windows XP, Windows Vista, VMware, VIC software client, Office 2003 and 2007, wireless connectivity, Trackit call tracking software, Wyse thin client administration, Cisco VPN software, ISA VPN software, LANDesk, Dameware, RSA secure ID, general network connectivity and printer issues.
- Hardware experience to include IBM laptops and desktops, HP laptops and desktops, WYSE thin clients, HP thin clients, HP printers as well as HP scanners and copiers.
0-5 years of experience
This is a contract assignment for HCL America providing level III deskside support to Gulfstream Aerospace end users.
- Resolve assigned issues for end users requesting technical support on various desktop hardware, software, and devices.
- Investigate and resolve escalated client support issues
- Configure and deploy desktop/laptop/tablet systems to the Gulfstream Aerospace employee community
- Provided 24/7 on-call VIP support on a rotating schedule
0-5 years of experience
- Installed, moved, and upgraded PC equipment and cabling.
- Supplied first tier desk-side support for software and hardware issues.
- Provided detailed information to facilitate asset management and assisted with department moves of up to 150 machines per week
0-5 years of experience
Supervise complaint ticketing system and follow timely resolution of all work orders
- Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software
- Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users
- Created user accounts and managed access control of desktop and Network applications
- Documented success in responding all inquiries and tickets in a timely manner
- Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
0-5 years of experience
Provide desk side PC LAN support services for Reuters America St. Louis campus to a user base of 1,000+.
- Function in a Microsoft Networking client/server network environment with Windows 2000/XP workstation client.
- Trouble shoot and support Windows 2000/XP operating systems and the complete current Microsoft Office Suite, including MS Outlook email client, as well as mainframe terminal emulation packages, IBM's Lotus Notes email product as well as various specialized software applications.
- Provide initial and supporting telephony and LAN / WAN / WLAN infrastructure connectivity.
- Author process documentation for system setup and configuration.
- Direct and serve as focal for project planning and implementation.
0-5 years of experience
Supported a multiple vendor environment across multiple domains
- Supported 4000+ users along with 4500+ workstations at 100+ locations throughout the state of IN
- Troubleshot F.A.C.T.S.(based on curam framework) issues
- Troubleshot and implemented a fix, for a memory leak issue in IE
- Troubleshot all workstation, printer, VOIP (I3), scanning, and network issues on-site and at remote locations
- Prioritized tickets based on urgency and escalated as needed
- Completed various site relocation's within strict time lines
- Utilized LogMeIn to provide remote support to end users
- Repaired all workstation, printer and telephone issues
0-5 years of experience
- Provided corporate deskside support to VPs at Hilton Worldwide through phone, communicator, and remote desktop
- Filed, changed, and closed tickets through IBM Maximo ticketing software
- Successfully transferred user data from Windows XP to 7 including .pst, .nk2, and signatures
- Restored images to Macbook Pro and Air installed specific user software until delivery
- Reset user passwords and researched active users account information through OnQ Identity Manager
- Add, delete, and update user information using Active Directory
0-5 years of experience
Providing senior desktop support to 350 employees' onsite and also to US remote sales employees for a medical device company.
- Primary responsible for IT support in all of the Manufacturing Clean Room areas in the San Jose campus.
- Setup and troubleshoot Lenovo laptops and also HP desktop computers with Windows XP and Microsoft Office 2003/2010.
- Part of the Windows 7 test pilot group for the Corporate IT group.
- Responsible for setting up and upgrading the Manufacturing Execution Systems (MES) in all of the clean room areas in the San Jose campus.
- Setup email and troubleshoot smart phones such as iPhones, Android and Blackberry's.
- Familiar with Windows Active Directory, Cisco VPN Client, PointSEC encryption and McAfee anti-virus software.
0-5 years of experience
Provide daily technical support to end users via phone, in-person, and/or using remote tools such as Symantec PC Anywhere, Remote Assistance, and Remote Desktop. Document all incidents using Remedy.
- Level 2 Technical Troubleshooting for hardware/software/connectivity while maintaining customer service focus.
- Support PC/LAN based software applications, including troubleshooting programs, testing, applying new software releases
- Image (Windows 7 / XP) desktops and laptops using Symantec Ghost.
- Mobile and Tablet support (IPhones, Blackberry's and IPad's)
0-5 years of experience
Manage oversight for global delivery of vendor provided Deskside support services, ensuring seamless delivery of contracted services.
- Manage development of windows 8 tablet image including documentation and support processes
- Manage the deployment, engineering & support for iPhone solution for over 1500 users
- Supported windows 7 project team on upgrade and deployment to Sales team during 5 day onsite meeting
- Meet with Business Unit IT Leaders and their business partners to understand and address customer satisfaction status and opportunities
- Maintain working knowledge of industry trends and supporting technology.
- Responsible for adherence to global desktop process and procedures as defined by SOPs, Work Instructions, and corporate policy
- Partner with internal and vendor support teams to deliver consistent Deskside and mobility services to the end-user community, and recommend and develop plans to improve services.
- Lead global delivery, operations, inventory, and expense management of mobile devices.
0-5 years of experience
Supported over 300 users, including Executive Support and support to the President and CEO
- Ticket, hardware, and server management using Spice Works
- Set up and supported iPhone, iPad, Black Berry, and Android phones, along with troubleshooting, password management and application administration and downloads
- Use of Active Directory, Exchange Server, and BES to create, manage and administer user accounts, email, and phone accounts.
- Use of Cisco Wireless to create and administer guest wireless accounts
- Hardware ordering, setup, configuration and repair included Dell Laptops, Desktops, Servers and Cisco Routers.
- Rollout of upgrade from Windows XP to Office 7 & 8, Office […] to Office 2010
- Technical writing for training classes on Office software
0-5 years of experience
Member of a team to upgrade nearly 500 desktops and laptops from WIN XP to WIN 7 in the course of 8 days.
- Install and configure Virtual PC/ XP Mode within the WIN 7 environment.
- Setup security and group policy measures according to company protocol for all employees.
- Migrate User data over to new system.
- Use HP Open View Service Client ticketing system in order to respond to client/user issues effectively.
- Troubleshoot hardware and software issues with concerns to software such as Documentum, Lotus Notes, Microsoft Access and specialty software such as FacsDiva.
- Configure phones and laptops/desktops for deployment.
- Consult with DELL Technicians.
6-10 years of experience
Provide deskside support including software, hardware, and peripheral problems/performance.
- Setup/diagnose printers in both a network and stand alone environment, resolving issues in a timely manner to ensure smooth business flow.
- Work with outside service company to perform printer repairs and maintenance on Marathon's printers including handling invoices and sending them to the appropriate personnel.
- A member of Marathon's streaming media team which involves providing quality web viewing of live events to clients.
- Provide on-demand viewing of events taped by different organizations within the company.
- Provide backup support for field service technician at the St. Paul Park refinery in Minnesota.
- Provide backup support for Deskside Support Supervisor when he is out of the office.
0-5 years of experience
Troubleshoot and repaired hardware and software
- Managed incidence through ticketing system
- Provided remote and hands-on support at the desktop level
- Provided active directory support to end users
- Received, prioritized, documented, and actively resolved end users help requests
- Knowledge of networks and TCP/IP
- Knowledge of Microsoft Exchange and Active Directory
- Manage all customer expectation in a professional manner with emphasis on customer satisfaction
- Handle internal clients' requests and questions received via phone, e-mail, or an internal ticketing system in a timely and detail-oriented fashion in order to resolve a multitude of information security related situations
0-5 years of experience
- Troubleshot Data Armor issues when users are not able to logon and create new accounts for new Office of Military Commisions (OMC) Defense users.
- Troubleshot issues with ApproveIt for users having issues with their digital signature signing OERs and leave forms
- Reimaged hard drives for desktops and laptops NIPR/SIPR utilizing the kangaroo disk image duplicator loading all other software applications needed for attorneys, paralegals and linguists
- Managed directory data of computers, users and groups within Active Role Server adding, moving and providing permissions for OMC
- Utilized the Blackberry Administration Service to activate blackberry devices, set passwords issuing the devices with CAC sleds syncing allowing them availability to send, read and sign encrypted emails
- Troubleshot and remap local and network printers escalating any network outages
- Created numerous incident tickets with Remedy 7.1 regarding access of network resources, updated users people and asset records of assigned equipment and peripherals
- Selected as the trusted agent security manager(TASM) for OMC Defense responsible for management and operation of the CAC Pin Reset (CPR) workstation which allows CAC pin resets as necessary
0-5 years of experience
Provide L2 hardware & software support to 8000+ users @ [company name] HQ
- Collaborate on group projects to improve IT processes and services
- Assist in reimaging Windows and Mac computers
- Diagnose hardware/software issues using Casper Suites
- Active directory management through Local Group Policies
- Rapid response for Severity 3 escalated tickets
- Installed and setup software/hardware for new hires
- Worked with L3 teams to identify and resolve new Enterprise issues
0-5 years of experience
Performs data recovery and backups utilizing Altiris Backup Exec System Recovery Solution
- Installs standard and custom operating system builds including Red Hat 5.5 and 6, 64 and 32 bit MS Windows XP, and 64 bit Windows 7.
- Installs and configures MS SQL server on production and test servers
- Accurately documents instances of failures, repair, installation, removal and change
- Collaborates and supports IT teams including Deskside and Remote Services teams
- Assists in preparing, maintaining, and upholding the change management and configuration management plan
- Utilizes Altiris Asset Management Suite to track and manage software and hardware inventory and licensing
- Patches and updates servers, desktops, and laptops according to corporate security policies and regulations.
- Adds and removes user accounts and resources from an Active Directory Database.
years of experience
- Providing installation and upgrading services of hardware and software
- Implementation of virus detection and eradication procedures
- Diagnosing end user system failures and implementing repair solutions
- Diagnosing printer and other peripheral device failures and implementing repair solutions
- Troubleshooting network devices in order to ensure connectivity from the PC to the network
- Configuration and troubleshooting of the Apple iPhone, Windows Mobile 5 or 6 devices and Blackberry devices.
- Setup and troubleshoot audio/video equipment such as projectors and video conference equipment
0-5 years of experience
- Supported over 2500 users in ATT call center. Maintain 100 percent service level agreement.
- Duties included imaging desktops and laptops. Installing applications and printers.
- Added and deleted computers and users from the domain using active directory.
- Second level support which included 100% breakfix.
Deskside Support Duties and Responsibilities
While a deskside support technician's day-to-day duties and responsibilities are determined by where they work, there are many core tasks associated with the role. Based on our analysis of job listings, these include:
Offer Customer Service One of the most important responsibilities that deskside support technicians have is providing personal support services. They must build rapport and obtain problem details from help desk customers. They politely take incoming requests for help from end users through telephone calls, electronic requests, and work orders.
Problem-Solve Computer Issues Deskside support technicians take initiative and ownership of reported end-user problems. They use diagnostic tools to identify root problems. Once the issue is identified, deskside support technicians process these incidents through an incident management system.
Provide Hardware and Application Support When end users need technical support with desktops, laptops, tablets, workstation devices, mobile devices, printers, and software, they turn to deskside support. These technicians then diagnose and solve unique one-time problems. To complete this, they reimage systems and engage in computer networking. Deskside support technicians also work with purchasing staff to buy replacement hardware and software as needed.
Install Software Upgrades Deskside support workers complete hands-on fixes for desktops and laptops that include software installations and upgrades. They perform file backups and configure new systems and applications. After completing installations, deskside support workers test new computers according to established guidelines.
Create and Maintain Documentation Documentation is a major requirement for deskside support. They record, track, and write notes for the help desk problem-solving process, including decision outcomes, actions taken, and final resolutions. Deskside support technicians are often required to submit accurate call logs itemizing customer interactions.
Deskside Support Skills and Qualifications
Deskside support technicians should be self-motivated individuals with strong communication skills and a knack for problem-solving. CompTIA A+ certification is encouraged but not required. An associate's degree and at least one year of call center or computer repair experience is typically preferred. Employers also seek candidates who possess the following abilities:- Technical support experience - being the primary contact on technical- and service-related problems is the main job of deskside support
- Familiarity with computer networks - deskside support technicians rely on a basic understanding of networks to solve any data-sharing issues
- Hardware repair - deskside support professionals fix hardware failures on desktops and laptops
- Troubleshooting - diagnosing the root cause of mechanical failures using established procedures and deciding on effective resolutions is vital for deskside support
- Interpersonal skills - communicating in a polite and effective manner with both internal and external clients is essential for successful deskside support technicians
- Time management - deskside support technicians must work independently and pace themselves in order to multitask and complete jobs successfully
- Writing skills - deskside support candidates need strong writing skills to clearly respond to help desk tickets and emails
Deskside Support Education and Training
Because of the large range of skills used in deskside support jobs, there are numerous paths into the occupation. An associate's or bachelor's degree is required for some deskside support positions, but a simple CompTIA A+ certification is enough for others. Additional certifications as a Microsoft Certified Professional (MCP) or Microsoft Certified Solutions Expert (MCSE) are a plus but not required.
Deskside Support Salary and Outlook
The median annual salary for deskside support professionals is $62,340, according to the Bureau of Labor Statistics (BLS). The lowest 10 percent of people in this profession earn less than $36,960, while the highest-earning 10 percent make more than $105,230 annually.
Helpful Resources
There are many helpful resources out there for those interested in a career in deskside support. Take a look at these links full of learning opportunities and the latest industry news:
Desktop Support Technician RED-HOT Career Guide - win your next deskside
support technician position easily using the interview questions and advice in this book, which simplifies the job-search process
CompTIA A+ Certification All-in-One Exam Guide - this comprehensive preparation and review guide for the A+ certification exam will help you ace the test and become an IT tech support professional
Association for Computing Machinery - with more than 100,000 members, ACM is one of the largest and oldest organizations for IT professionals
CompTIA: Association for Information Technology Professionals - AITP is the foremost worldwide society for IT professionals with more than 4,500 members in the US
"From Help Desk to Desktop Support" - discover three qualities that improve your odds of succeeding as a deskside support technician
Customer Service Cover Letter Examples
