help desk specialist Archives

Develops, documents, maintains, and enforces Help Desk Procedures designed to provide responsiveness to requests for assistance in support of business needs
Responds to end user requests for assistance
Designs, develops and maintains consistent end user computing software images, in conjunction with and with assistance from Technical Services.
Participates in the development of Project Plans for 1-2 person Projects.
Provides input to regular trouble ticket reports to management, including troubles opened, resolved, and pending during the reporting period.
Participates in Help Services projects, and in Development and Technical Services projects as requested.
Monitors customer (end user) satisfaction with IT Services in general and Help Services in specific and implements corrective action as appropriate.

Monitored Systems in operation and input commands to troubleshoot areas such as Networking, CCTV, and Servers.
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Led support team as level-three supervisor providing assistance toaverage of 100 users globally in 24/7 support environment.
Configured hardware, devices and software to setup work stations foremployees.
Removed malware, ransomware and other threats from laptops anddesktop systems.
Responded to support request from end users and patiently walkedindividuals through basic troubleshooting tasks