Desk Side Support Resume Sample
Jude Koch
439 Batz Lake,
Philadelphia,
PA
+1 (555) 732 3537
Work Experience
Desk Side Support Specialist
03/2016
-
PRESENT
Houston, TX
- Supports/maintains/configures computer desktop hardware and software; administration functions for Help Desk
- Performs first-line support and customer service with internal employees and external partners to resolve problems and to maintain high level of customer satisfaction
- Interfaces with department peers, internal employees, and external partners to escalate problems, issues, and communications appropriately
- Ensures that all problems are logged, resolved/assigned for resolution, prioritized and tracked, and communicated appropriately
- Occasionally lifts and/or moves up to 30 pounds of computer equipment
- Moderate daytime travel to local hospitals and medical centers
- Knowledge of how to operate and trouble-shoot computer hardware, especially multiple monitor setups; knowledge of general software support
- Basic knowledge of networking concepts and OSI model
- Basic knowledge of security concepts and practices
Desk Side Support Technician
07/2009
-
12/2015
Phoenix, AZ
- This role serves as the liaison between assigned support areas and other areas of technology to ensure quick and efficient resolution of any problems
- A key area of responsibility is resolving client technology-related problems in areas supported
- The ability to work in a strong team environment, sharing responsibilities and knowledge, is critical
- Employees are regularly required to sit; talk or hear, in person and by multi-media
- Use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms
- Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another
- Employees are regularly required to effectively use written and oral communication skills
- Read and interpret data, information and documents
- Use math and mathematical reasoning; l
Junior Desk Side Support Analyst
11/2006
-
01/2009
New York, NY
- Experience with Helpdesk ticketing and documentation systems
- Comply with company dress code guidelines
- Monitors and assigns incoming tickets based on the type of inquiry and severity
- Uses available support tools to assist customers and root causes to key issues
- Provides software installation, technical troubleshooting & information gathering
- Provides remote support for satellite offices over the phone and via remote access software
- Researches issues to provide the highest level of support and escalates to senior team members when appropriate
- Assists with the networking and cabling of new workspaces and offices
- Desktop Support Specialists address the onsite technology needs of the users
Education
Baylor University
2001 - 2006
Bachelor's Degree in Related Field
Professional Skills
- Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen
- Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user
- Able to operate effectively in stressful situations. eg. during a system outage affecting critical systems and to dealing with users effectively and calmly
- Excellent oral and written communication and team working skills
- Strong customer service and advanced troubleshooting skills
- Maintain professional phone skills while applying knowledge to day-to-day experiences
- Excellent communication skills (listening, feedback, foster collaboration and teamwork)
How to write Desk Side Support Resume
Desk Side Support role is responsible for troubleshooting, customer, english, hardware, software, training, technical, collaboration, architecture, retail.
To write great resume for desk side support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Desk Side Support Resume
The section contact information is important in your desk side support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Desk Side Support Resume
The section work experience is an essential part of your desk side support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous desk side support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular desk side support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Desk Side Support resume experience can include:
- Skill in using customer service skills in dealing with frustrated users
- Excellent verbal and written communications skills: ability to frame technical information in an appropriate fashion based on target audience
- Provide level 3 hardware/software supports to effectively install, support and operate for IT and Business operators
- Be a team player with effective interpersonal skills
- Strong interpersonal skills required to interact with end user clients and team members across the organization
- Networking and troubleshooting skills
Education on a Desk Side Support Resume
Make sure to make education a priority on your desk side support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your desk side support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Desk Side Support Resume
When listing skills on your desk side support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical desk side support skills:
- Excellent technical skills with hardware support and IT troubleshooting
- Experience providing trade floor technical support and VDI experience is a strong asset
- Team player, good time-management and organizational skills
- Excellent written skills required to create clear and concise documentation and procedures
- Good Technical and Infrastructure Skills (HW- and SW configuration and Workstation Networks Configuration)
- Monitor help desk workload and prioritize work orders effectively
List of Typical Experience For a Desk Side Support Resume
1
Experience For Desk Side Support Technician Resume
- Communicate effectively in user-friendly terms verbally and in writing
- Skill in masterful problem solving
- Skill in maintaining composure under occasional stressful situations
- Respond to customers’ needs, questions and concerns in an accurate, effective and timely manner
- Maintain excellent communication with Delivery Center team on all tasks and projects
- Ensure software is virus free prior to installation. Install Local Area Network (LAN) client software & hardware as appropriate
2
Experience For IT Analyst, Desk Side Support Resume
- Experience with office technology (MS Office 365, Web-based Applications, One Drive.)
- Experience in large corporate technical support environment
- Experience in an IT support role in a windows environment
- Experience in Help Desk or Desk Side Support positions
- 8—10 years IT experience within a financial institution
- Desk side technical support experience
3
Experience For Desk Side Support Specialist Resume
- Experience with Win 10
- Experience with o365
- Provide support for mobile devices including tablets, smart phones, and laptops
- Perform highly detailed work on multiple, concurrent tasks
- Interact with Pomeroy employees, Clients and Vendors
4
Experience For Senior Analyst It-client Desk Side Support Resume
- Provide customer-focused, quality service
- Support both local and remote users
- Troubleshoot mobile devices such as blackberries, cell phones, broadband cards, and iPads
- Desktop relocations and the support of various output devices such as printers, labelers, and their associated peripherals
- Work with level 1 analysts, network engineers and IT Management as a tier 2 subject matter expert
- Set-up and move computers, monitors, peripherals, and user data, as they occur
- Maintain computer desktop environment by analyzing requirements, planning, and implementing desktop rollout projects; installing hardware and software solutions
- Identifies, analyzes, and repairs product failures, orders and replaces parts as needed
5
Experience For Desk Side Support Analyst Resume
- Perform desktop upgrades, installs and configurations
- Perform system images for desktops, laptops, and handheld devices
- Contribute to and help maintain an up-to-date technical documentation
- Work directly with the asset management team and deploy hardware refreshes when needed
- Schedule installations and upgrades and maintain them in accordance with established policies, procedures, and SLA’s
- Travel on request to alternate client offices
- Team Player – Works cooperatively, interfaces effectively, gains confidence and trust of others; recognizes strengths and limitations of self and others; focuses on performance of others rather than personality.
- Adaptability – Responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change
6
Experience For Junior Desk Side Support Analyst Resume
- Ethics / Acts with Integrity – Demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments
- Sound Judgment – Applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions
- Team Player - Works cooperatively, interfaces effectively; gains confidence and trust of others; recognizes strengths and limitations of self and others; focuses on performance of others rather than personality
- Initiative - Assumes additional assignments without being told; can be counted on to follow through; accepts responsibility for completion of assignments; expends the effort and time to do the job well; continues professional development
- PM unit and peripheral installations
- Installs, Moves, Adds, Changes and Decommissions of PC equipment
- Support of Tablet Devices and Smart Phones
7
Experience For Desk Side Support Technician Analyst Resume
- Support for both Lenovo and Apple Macintosh PC platforms
- Support for multiple vendors of Smartphone and Tablet devices
- Support audio and video conference meetings
- Escalates problems to a higher level as required to assure timely resolution
- Migrates Data and user accounts as required
- Perform hardware and software moves, adds and changes
- Adhere to escalation procedures and promptly allocates unresolved requests
- Install backup and encryption software on laptops
8
Experience For Desk Side Support Analyst MAC Resume
- Tests the data integration of new releases or product software/programs
- Travel to jobsites for short term project support or possibly for long term project assignments
- Follow standard Service & Support procedures
- Create and resolve Problem Records
- New User Setups and configuration of hardware
- Log all Service Desk interaction in the IT Service Desk tool
- Provide internal support documentation of resolutions
- Diagnose and resolve technical issues for both software and hardware
- Implementation of assigned projects
9
Experience For Desk Side Support Senior Technician Resume
- Solve mobile device issues on IOS platform and MDM technologies
- Maintain IT Assets inventory
- Knowledge of Microsoft Suite of software products
- Determine client versus server issues
- Keep current with Industry technology advancements
- Tier 2 Hardware and software support for remote and internal employees through remote access, phone or desk side visit
- Tier 1/Tier 2 Hardware and software support for lab computers
10
Experience For Desk-side Support Technology Performance Bar Technician Resume
- Create work orders in a helpdesk system, dispatch work orders to other support technicians and IT groups
- Assess and escalate serious or unusual problems to the appropriate IT group for resolution
- Windows 7 and 10 Support in a network environment
- Manage user accounts and phone accounts
- Remote support tools proficiency
List of Typical Skills For a Desk Side Support Resume
1
Skills For Desk Side Support Technician Resume
- Experience supporting end-users in a professional environment, experience within a law firm setting is ideal
- Prior experience with troubleshooting systems; both hardware and software
- Experience providing excellent Customer Service and face to face hardware support to customers
- Vendor management experience - Intemal and External Audits experience
- Appropriate technical skills (add specifics here)
- Service desk experience; 2 to 3 years of 2nd level technical support experience including hardware support
- Demonstrated experience triaging incidents related to Windows as well as laptop, desktop, tablets and mobile devices (Android and Blackberry)
- Work with others effectively
- Earn and apply new skills and information
2
Skills For IT Analyst, Desk Side Support Resume
- Prior deskside support experience
- Experience imaging and configuring computers and troubleshooting software issues
- Demonstrate flexibility by working varying shifts and responding to unanticipated events
- Resolve client tech issues, determine effective resolution of issues by troubleshooting & analyzing computer system errors of moderate to difficult scope
- Skill in organizing tasks
- Experience working in support of desk side services
- Experience working with Active Directory, SCCM, and HP products
- Experience in hands on, deskside training
- Attend necessary meetings to provide guidance regarding BUs priorities (i.e., BU moves, hardware refreshes, enterprise wide deployments, etc.)
3
Skills For Desk Side Support Specialist Resume
- Observe security & safety regulation in particular to virus protection. Ensure software is virus free prior to installation
- Experience with account access management
- Adding/removing peripheral devices, updating drivers, loading software
- Maintaining and monitoring service queues within customer's ITSM system (ticket management according to customer standards)
- Installing and configuring computer applications
- Diagnosing and solving hardware/software faults
- Executing standard processes for the loading of desktop and laptop machines
- Troubleshooting/basic break/fix activities
- Understanding of Active Directory security groups
4
Skills For Senior Analyst It-client Desk Side Support Resume
- Providing both in person (desk side) and remote support (via phone / remote session)
- Participating in customer projects, such as office moves, technology refreshes, etc
- Perform internal prep, tracking, and disposal activities, such as imaging assets, wiping assets, preparing physical delivery packages, area organization, etc
- Provides technical assistance, troubleshooting and training to system users in order to maintain a productive computing environment
- Maintain quality of service by defining desktop standards; establishing and enforcing organization standards
- Develop, test and implement solutions to problems detected during troubleshooting
- Assess training needs and develop new training or self-help materials
- Upporting lab computing environment
- Proficient with technical writing and end user training
5
Skills For Desk Side Support Analyst Resume
- Plan, Coordinate and Execute Branch Engagement Activities, including the documentation of issues and handling follow ups
- Troubleshoot information technology issues via phone queue and desk-side visits including software, hardware, and networking
- Founded in 1988 in Tempe, Arizona; now celebrating our 30th anniversary and operating in 20 countries
- Knowledge of the Company’s global standards, security and licensing guidelines (Beginner)
- Experience with Remote Access (including SecurlD). Virtualization, Citrix & VPN - Financial Services expertise in Equities and Fixed Income (i.e. understanding the trade life cycle)
- Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure
6
Skills For Junior Desk Side Support Analyst Resume
- Assist with helping end users understand runbook, FAQs and help document to adjust to the System
- Purchase new systems and accessories and log data into asset inventory system or appropriate records while managing local inventory of IT related equipment
- Image new systems using automated technologies (such as Config Manager, etc.) and update with needed drivers and patches
- Work in crisis situations, in multi-tasking mode and efficiently under pressure
- Work with Issue Identification Analysis and Solving
- Handle multiple requests concurrently and function in a fast-paced and demanding environment
- Report details of all hardware items that have been installed and/or removed for updating inventory records
- Displays proficiency in the following global competencies
- Diagnose and support hardware failures, operating system, application issues and network connectivity
7
Skills For Desk Side Support Technician Analyst Resume
- Follow standard operating procedures, create and revise documentation as needed
- Mobile device support including set up, deployment and support
- Call center or helpdesk supporting users internal and remote
- Upporting mobile devices and computer hardware
- Regular onsite attendance during business hours is an essential function of the job and is required
- Update hardware/software asset data using asset database upon installation or relocation of any PC equipment
- Log and track all calls and requests using an incident management tool
- Applies diagnostic utilities to aid in troubleshooting
- Provide level 2 and desk-side support for over 6000 devices including desktops, laptops, tablets, printers, scanners, and mobile devices
8
Skills For Desk Side Support Analyst MAC Resume
- 8,000+ teammates worldwide working with 5,300+ partners
- Diagnose desktop problems, both hardware and software and operating system, and determine the course of recovery action
- Document and track all processes and actions taken in a clear and concise manner
- The ability to lift and move 35 pounds
- Quickly learn and acquire expertise in client's custom applications
- Team player who is invested in and strives to maximize team/department performance
- We seek prior experience in PC/printers support & maintenance. Proficient in English (written & oral), Pleasant personality & positive attitude, Effective end user communication, analytical skills & customer oriented
- Possess working knowledge in Outlook , Proficient in WINDOW-based application such as MS Word, MS Excel, MS PowerPoint
9
Skills For Desk Side Support Senior Technician Resume
- Possess the ability to install Local Area Network (LAN) client software & hardware as appropriate
- Perform Level 1 and Level 2 desk side deployment activities on client’s desktops, PC’s and Laptops
- Document/maintain accurate record of work
- Provide triage and support to end users
- Be adaptive to changes as service desk evolves by adopting new processes as directed from management and provide constructive feedback (identifying ‘win-win’ situations) to help drive continual improvement in a positive manner
- ) Desk Side Support Service
10
Skills For Desk-side Support Technology Performance Bar Technician Resume
- Knowledge of business practices and processes in (add specifics here)
- Provide courteous customer support to users through phone, walk in, and ticket requests. Log all interactions, track and route issues and requests and document resolutions. Monitor all open tickets to ensure prompt closure and resolution. Identify and escalate situations requiring urgent attention
- Customer service and communication skills are essential
- Current professional information technology experience in a Desk Side support role
- Experience in a similar role
List of Typical Responsibilities For a Desk Side Support Resume
1
Responsibilities For Desk Side Support Technician Resume
- Experience supporting MAC OS is a strong asset
- Automation/Scripting experience for day-to-day operational Level 1 tasks is an asset
- Experience providing service desk support in a financial services environment
- Perform comprehensive maintenance including PC, notebooks, printers and other PC peripherals
- Relocate & install PCs, printers & other peripherals including standard software within all locations
2
Responsibilities For IT Analyst, Desk Side Support Resume
- Manage events such as infrastructure changes, software releases. BCP, etc..
- Liaise with non-IT groups such as Procurement. Corporate Services, Risk, IT Security, and InfoSec
- Respond to requests for technical support from internal staff members via tickets or email
- Adhere to stated service level agreements for requests to be resolved by the team
- Provide exceptional customer service - communicate courteously with customers by telephone, email, IM and face to face
- Provide network and remote connectivity hardware/software support; maintain documentation including hardware/software applications, support logs and other related information
- Install & configure of end user software, eg: MS Office, MS Outlook. Observe security & safety regulation in particular to virus protection
- Desk side support in a windows 10 environment
- Basic knowledge of infrastructure systems architecture concepts, configurations and standards
3
Responsibilities For Desk Side Support Specialist Resume
- Basic knowledge of project management concepts and tools
- Knowledge of Customer Support Principles and Customer Support Procedures
- HDI or MS certifications
- Extensive experience and strong passion in developing and supporting, executives and their needs relating to corporate business computer networks, voice networks, and personal devices with the natural ability to coach and mentor and deliver and translate technical information and knowledge as required
- Exhibit strong knowledge of MS Active Directory, MS Exchange, MS Office (2007 and 2010), OCS/Lync/Group Chat, SharePoint (2007 and 2010), Mobile Device Management (GOOD, AirWatch and/or BES) and VPN Solutions is required
- Strong presentation, communication and interpersonal skills with the ability to interact professionally with a diverse group of technical personnel, executives, managers, and subject matter experts. A sense of urgency for task completion and for client experience are essential
4
Responsibilities For Senior Analyst It-client Desk Side Support Resume
- ITIL Foundations v3 certification or above is a strong asset
- Experience with MS Windows 7-10
- Install, move, add, changes (IMAC), build, configuration, and software support
- Flexible, able to work additional hours as required
- Knowledge of IT processes, general controls, and project management and system development life cycles
- Proficient with MS Office Suite (Office 2010, 2013 & O365)
5
Responsibilities For Desk Side Support Analyst Resume
- Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company
- Replace systems (laptop and desktop)
- Deploy and maintain smartphone fleet
- Assist off site contractors with hardware maintenance
- Data Center operation support
6
Responsibilities For Junior Desk Side Support Analyst Resume
- Travel between sites to provide support as needed. (locally and within the US)
- Provide assistance to other towers
- Travel between sites to provide support as needed
- Maintain loaner devices
- Perform PC maintenance
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