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1
help desk technician
- Configured Exchange clients on all desktops for enterprise mails and messaging using outlook.
- Performed routine works such as installation / upgrade of network software & hardware peripherals including network printers, plotters, scanners, etc.
- Troubleshoot network connectivity problems in daily operations (physical layer interfaces and cabling standards and managed hardware & software problems.
- Effectively executed backup operation function.
2
help desk technician
- Provide timely solutions to users experiencing issues with software platforms, hardware, printer issues, server & network connectivity issues, and general instruction or guidance on the many utilized services and tools provided by the U.S. Army.
- Implement and enforce security protocols including firewall configuration, encryption methods such as AES and SHA-256, physical controls, and provide training and guidance on data hygiene.
- Identify and escalate patterns to potentially wide-scale outages and vulnerabilities, as well as other common software issues before they reach peak spread.
- Image and maintain computer using Windows Active Directory, Microsoft System Center Configuration Manager, and PXE Boot.
- Patch and update software, operating system, BIOS/UEFI configurations, and sometimes hardware platforms to minimize security vulnerabilities and maximize machine and user efficiency.
- Provide thorough, metric-driven results utilizing the tracking platform Remedy while maintaining thorough records with step-by-step instructions on how the issue was resolved.
- Ensure timely resolution of reported issues, with no issue going unresolved for more than 4 days from the time of its submission.
3
help desk technician
- Assist in modifying the intranet
- Assist Network admins when needed
- Maintain a friendly, professional, goal-focused customer service while interacting with any and all users or members of my team.
- Refer hardware or software problems to vendors or specialist technicians for service.
4
help desk technician
- Provide telephone and in-person support to over 200 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
- Create, respond to, escalate, and close tickets. Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.
- Document all technical issues. Highlight steps taken to remediate problems.
- Worked with clients both in-store and on-site to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors.
- Provided telephone and e-mail technical support follow-up, recommending purchases as required.
5
help desk technician
- Provided level 1 and 2 technical support to 150+ user across multiple states.
- Ensured quick resolution user concerns and escalated more complex issues do higher Management.
- Installed and maintained various network hardware, software, and computers.
- Create, update, and distribute appropriate government forms for requests.
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