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Hospital Receptionist Resume Examples
A hospital receptionist is a vital part of any healthcare facility, providing a friendly, organized, and professional front line of customer service to patients and visitors. Writing a resume that accurately reflects the skills and experience you bring to the role is essential to landing an interview. This guide will provide you with all the tips and advice you need to craft a compelling resume that will help you stand out from the competition and impress potential employers. Examples of successful resumes are also included, providing you with a valuable resource for crafting your own.
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Hospital Receptionist
123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]
Dynamic hospital receptionist with 6+ years of experience providing exceptional customer service in busy hospital environments. Skilled in utilizing multiple healthcare software systems. Proven ability to effectively manage patient information and perform administrative tasks in an efficient manner. Highly organized and detail- oriented with excellent customer service skills and a dedication to providing quality healthcare support.
Core Skills :
- Excellent customer service and communication skills
- Strong organizational and multitasking abilities
- Proficient in multiple healthcare software systems
- Attention to detail and accuracy
- Ability to work well independently and as part of a team
- Patient privacy and confidentiality
Professional Experience :
Hospital Receptionist, ABC Hospital, 2018 – Present
- Greet and register patients in accordance with hospital policies
- Collect and verify patient information, including insurance information and medical records
- Verify insurance eligibility and benefits
- Explain hospital policies, procedures, and services to patients
- Answer phones and direct calls to appropriate departments
- Complete daily administrative tasks such as filing and data entry
- Provide excellent customer service to patients and visitors
Hospital Receptionist, XYZ Hospital, 2015 – 2018
- Greeted and registered patients in accordance with hospital policies
- Processed insurance information and medical records for new patients
- Performed data entry and filing duties
- Assisted with scheduling appointments and verifying patient information
- Provided excellent customer service to patients and visitors
- Answered phones and directed calls to appropriate departments
Education :
Bachelor of Science, Health Administration, ABC University, 2015
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Hospital Receptionist Resume with No Experience
Recent graduate highly motivated to begin a career as a Hospital Receptionist. Possess outstanding customer service skills, exceptional multitasking abilities and a friendly demeanor. Committed to providing an efficient and professional experience to patients and visitors of the hospital.
- Strong interpersonal and customer service skills
- Proficient in Microsoft Office and other medical software
- Knowledgeable in HIPAA, medical terminology and healthcare regulations
- Ability to handle confidential information and maintain patient privacy
- Excellent communication and organizational skills
Responsibilities
- Greeting patients and visitors, answering phones and providing information
- Scheduling appointments and other administrative tasks
- Collecting co- payments and other payments from patients
- Updating patient information in the computer system
- Filing paperwork and maintaining patient records
- Assisting with medical records and documentation
- Assisting doctors with patient- related tasks
- Assisting with daily operations of the hospital
Experience 0 Years
Level Junior
Education Bachelor’s
Hospital Receptionist Resume with 2 Years of Experience
Highly organized, detail- oriented Hospital Receptionist with over 2 years of experience in providing superior customer service in the medical field. Excels in patient intake, electronic scheduling, and accurate data entry. Adept at handling multiple tasks in a fast- paced environment while maintaining a friendly demeanor toward patients and staff.
- Outstanding customer service skills
- Strong communication and interpersonal skills
- Knowledge of medical terminology
- Proficient in electronic scheduling
- Thorough knowledge of HIPAA regulations
- Expertise in data entry and filing
- Proven ability to exercise discretion and maintain confidentiality
Responsibilities :
- Greet patients and visitors, answer incoming calls and provide assistance
- Accurately enter patient information in computer system to create medical records
- Verify patient insurance coverage, collect copays and explain billing procedures
- Perform clerical duties, such as scheduling appointments, filing documents, and updating patient records
- Assist patients with completing paperwork, such as patient registration forms
- Ensure all patient information is kept confidential and secure
- Provide excellent customer service and answer any questions regarding the hospital policies, procedures, and services
Experience 2+ Years
Hospital Receptionist Resume with 5 Years of Experience
Hardworking and customer- oriented receptionist with 5+ years of experience providing front desk support in a fast- paced hospital setting. Known for being patient, polite, and professional with patients, families, and coworkers alike. Skilled in utilizing a variety of computer systems and software to manage patient records and billing. Assisted in creating a seamless and organized system of patient care.
- Knowledge in computer systems and software
- Exceptional customer service and communication skills
- Ability to multitask and handle stressful situations
- Highly organized, detail- oriented and reliable
- Able to work independently as well as in a team
- Greeting incoming patients and visitors
- Answering and directing incoming calls
- Scheduling and managing appointments
- Verifying patient insurance and collecting payments
- Processing and inputting patient information into the system
- Filing and retrieving patient medical records
- Managing medical supply orders and inventory
- Assisting with medical billing and coding information
- Assisting with special projects as needed
Experience 5+ Years
Level Senior
Hospital Receptionist Resume with 7 Years of Experience
Dedicated and focused professional with 7 years of receptionist experience in a hospital setting. Experienced in customer service and providing optimal patient care. Proven track record of managing front desk operations and handling administrative tasks. Adept at operating multi- line phone systems and using medical office software. Possess excellent interpersonal, customer service and organizational skills.
- Administrative and clerical expertise
- Customer service
- Multiline phone systems
- Medical office software
- Patient care
- Front desk operations
- Greeted patients and visitors in a warm and friendly manner.
- Scheduled and confirmed appointments with patients.
- Handled customer inquiries and complaints efficiently.
- Maintained a clean and organized reception area.
- Assisted with medical billing and payment processing.
- Entered patient data into the medical software accurately.
- Filed patient medical records and documents in an organized manner.
- Assisted with clerical tasks and general administrative duties.
- Answered and transferred phone calls to the appropriate personnel.
- Provided assistance to medical staff and maintained the waiting area.
Experience 7+ Years
Hospital Receptionist Resume with 10 Years of Experience
An experienced Hospital Receptionist with over 10 years of experience in providing exceptional reception and administrative support to medical and other hospital personnel. Possess excellent telephone and customer service skills, as well as a commitment to professionalism and the ability to handle multiple tasks efficiently and effectively in a fast- paced environment.
- Excellent customer service skills
- Exemplary telephone etiquette
- Strong organizational and time management skills
- Outstanding problem- solving and multitasking capabilities
- Skilled in handling medical records and scheduling
- Proficient in Microsoft Office Suite and other related software
- Greeted patients, responded to inquiries and provided general information
- Answered and directed incoming telephone calls in a professional manner
- Scheduled and confirmed appointments for patients
- Maintained patient files and medical records
- Entered and updated patient and billing information in the database
- Collected co- payments, payment plans and other fees
- Assisted with additional administrative tasks as needed
Experience 10+ Years
Level Senior Manager
Education Master’s
Hospital Receptionist Resume with 15 Years of Experience
Experienced receptionist with 15 years in the healthcare industry. Skilled in providing exceptional customer service, efficiently managing paperwork and medical records, and maintaining patient confidentiality. Proficient in Microsoft Office Suite and various medical software programs. Possesses strong organizational, multitasking and communication skills.
- Customer Service
- Time Management
- Medical Records Management
- HIPAA Compliance
- Office Administration
- Telephone Reception
- Microsoft Office Suite
- Medical Software
- Multi- tasking
- Organizational Skills
- Greeted patients and visitors in a professional manner and provided assistance as needed.
- Provided general administrative support to medical staff.
- Answered incoming calls and accurately directed them to the appropriate personnel.
- Received and processed payments from patients and visitors.
- Scheduled appointments for patients and physicians.
- Ensured HIPAA compliance by maintaining patient confidentiality.
- Managed patient medical records and paperwork in an organized manner.
- Maintained office supplies and equipment.
- Assisted in maintaining office organization.
Experience 15+ Years
Level Director
In addition to this, be sure to check out our resume templates , resume formats , cover letter examples , job description , and career advice pages for more helpful tips and advice.
What should be included in a Hospital Receptionist resume?
When applying for a Receptionist position at a hospital, it is important to ensure that your resume is tailored to the job. There are many different skills, qualifications, and experience that should be included in your resume that are specific to the position. Here are some suggestions of what should be included in your Hospital Receptionist resume:
- Knowledge of HIPAA regulations and procedures: As a Hospital Receptionist, you will be responsible for handling confidential information, so having knowledge of HIPAA regulations and procedures is essential.
- Previous experience as a Receptionist: If you have any prior experience as a Receptionist, be sure to include it in your resume. Include any experience from medical offices, hospitals, or other related fields.
- Excellent communication skills: As a Hospital Receptionist, you will be working with patients, visitors, and other hospital personnel on a daily basis. As such, it is important to have excellent communication skills in order to effectively interact with all parties.
- Ability to multi-task: Hospitals are busy places, and as a Receptionist, you will need to be able to juggle multiple tasks at once. Being able to handle busy situations calmly and efficiently is essential.
- Familiarity with medical terminology: Having a basic understanding of medical terminology is important for Hospital Receptionists, as you will be dealing with medical records and other documents that contain medical terminology.
- Computer proficiency: As a Hospital Receptionist, you will be working with computers daily. It is important to include your knowledge and experience with computers, such as your experience with electronic medical records and other software programs.
By including these skills, qualifications, and experiences in your resume, you will be sure to stand out from the crowd and have a better chance of landing the job.
What is a good summary for a Hospital Receptionist resume?
An ideal resume summary for a hospital receptionist should highlight the candidate’s experience in customer service, medical office management, and administrative duties. It should also demonstrate their ability to interact with patients, staff, and visitors in a professional and welcoming manner. The summary should include specific accomplishments such as implementing policies and procedures to improve patient care, streamlining computer systems to reduce wait times, and providing excellent customer service. The summary should also mention any certifications or trainings the candidate has received, such as HIPAA or medical billing. Finally, the summary should emphasize the candidate’s organizational skills, attention to detail, and commitment to providing quality healthcare services.
What is a good objective for a Hospital Receptionist resume?
A Hospital Receptionist plays an important role as the first point of contact for patients and visitors. Therefore, having a good objective statement on your resume is essential. A Hospital Receptionist resume objective should be clear and concise, and should highlight your customer service and administrative skills.
Here are some examples of good objectives to include on a Hospital Receptionist resume:
- Seek to join ABC Hospital as a Hospital Receptionist, utilizing exceptional communication, customer service and organizational skills to provide high quality service to patients and visitors.
- To use my exceptional interpersonal and organizational skills to become a part of ABC Hospital as a successful Hospital Receptionist.
- To secure a position as a Hospital Receptionist with ABC Hospital, bringing exceptional customer service and organizational skills to provide efficient and effective service to patients and visitors.
- Passionate and organized individual eager to join ABC Hospital as a Hospital Receptionist and provide excellent customer service and organizational support.
- Looking to join ABC Hospital as a Hospital Receptionist and utilize strong customer service and communication skills to ensure a successful and pleasant experience for patients and visitors.
How do you list Hospital Receptionist skills on a resume?
When applying for a hospital receptionist job, it is important to highlight your key skills and qualifications in your resume. Having the right skills can help you stand out to potential employers, and make you an excellent fit for the job. Here are some of the most important skills to list on your resume when applying for a hospital receptionist role:
- Knowledge of basic medical terminology: As a hospital receptionist, you will need to be familiar with medical words and phrases so you can accurately take down patient information.
- Excellent customer service skills: As a hospital receptionist, you will be interacting with patients and their families on a regular basis. It is important to have a friendly and personable attitude, and be able to handle any customer service issues that may arise.
- Knowledge of medical office procedures: As a hospital receptionist, it is important to be aware of medical office procedures such as filing, billing, and scheduling.
- Time management skills: As a hospital receptionist, you will need to be able to manage multiple tasks at once and be organized in order to keep the office running efficiently.
- Computer proficiency: As a hospital receptionist, you will need to be able to use computers to accurately enter data and maintain patient records.
- Ability to handle confidential information: As a hospital receptionist, you will need to be able to handle confidential patient information in a secure and responsible manner.
By highlighting these key skills and qualifications on your resume, you will be able to show potential employers that you are the right fit for the job.
What skills should I put on my resume for Hospital Receptionist?
When applying for a position as a hospital receptionist, it is important to carefully select the skills to include on your resume. Different employers may prioritize different skills, but some of the skills that all employers will find beneficial in a receptionist include:-
- Outstanding customer service: Hospital receptionists must be able to provide a high level of customer service. This includes being able to interact with all types of people, providing excellent communication, responding to customers effectively and managing difficult situations.
- Organizational Skills: Receptionists must be highly organized to ensure that day-to-day operations run smoothly. This includes being able to prioritize tasks and juggle multiple responsibilities at once.
- Computer literacy: Receptionists must be comfortable with computers and able to navigate various software programs. This includes knowledge of Microsoft Office, scheduling software, and other hospital-specific applications.
- Multitasking: Working in a hospital environment can be hectic, and receptionists must be able to handle multiple tasks simultaneously. This includes being able to switch between tasks quickly and efficiently.
- Attention to detail: Receptionists must be able to pay attention to detail to ensure that all patient information is accurately recorded and stored. This includes being able to read and understand instructions quickly, enter data correctly, and follow procedures accurately.
By highlighting these skills on your resume, you can demonstrate to employers that you have the qualifications and experience necessary to work as a hospital receptionist.
Key takeaways for an Hospital Receptionist resume
As a hospital receptionist, you are the first point of contact for patients and visitors entering the hospital. A well-crafted resume is essential for any job seeker looking to stand out in the highly competitive healthcare industry. Here are some key takeaways for an effective hospital receptionist resume:
- Highlight your customer service skills. As a hospital receptionist, you are often tasked with providing excellent customer service to patients and guests. Make sure to emphasize your ability to be friendly and professional in stressful situations.
- Showcase your organizational skills. As a hospital receptionist, your role includes handling paperwork and scheduling appointments. Be sure to highlight your ability to prioritize tasks and manage paperwork efficiently.
- Demonstrate your computer literacy. Most hospital systems involve computer skills and knowledge of hospital software. Be sure to list your experience with any type of software or operating system you may have exposure to.
- List any special certifications. If you have any special certifications related to healthcare, such as a first aid or CPR certification, be sure to include them on your resume.
- Tie your resume back to the job description. As with any job, it is important to tailor your resume to the job description of the hospital receptionist role. Make sure to highlight any skills that relate to the job duties listed.
By following this advice, you can create a successful resume that will make you stand out from the competition. Good luck!
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Healthcare IT Skills, Health Information Technology Career Advice, Healthcare IT Certifications, Project Management, Job Tips
Healthcare IT Skills, Health Information Technology Career Advice
Make Your Resume Stand Out For Healthcare IT Jobs
What you know is only as good as your ability to communicate it, and nowhere does this ring more true than in your healthcare IT résumé. This document should be able to effectively describe your healthcare IT background, knowledge, and expertise — meaning that it should be comprehensive without being too long for a hiring manager to read.
It is important to remember that the global healthcare IT market is set to hit $280 billion by 2021, a growth that Healthcare Innovation pegs at an impressive 15.9% . This development will mean even more jobs and opportunities will come available, but it also means there will be a greater interest in the healthcare IT industry, and even more competition for jobs and career growth. So how exactly can you make your résumé stand out from the other applicants? Here are some key considerations:
A well-written professional summary
A good healthcare IT professional’s résumé should be, at most, six pages long. And to open things up, you need to write a good summary that lets the reader know the most important details about you right at the start. A good professional summary should be a short paragraph, typically two to three sentences long, that indicates your professional accomplishments so far and what you hope to achieve in your career. In other words, it must provide a good synopsis of your past educational and professional achievements, as well as your aspirations for the future.
When crafting you professional summary, be sure to review the job posting you are applying for. Ask yourself what the qualities, credentials, and details your prospective employer would most like to know about you, so that you can tailor this portion of your résumé to address it. Are they looking for someone to lead electronic health record (EHR) system implementations across different departments, or perhaps someone with similar certifications as you who can help with expanding their quality improvement processes?
The right healthcare IT certifications
Next, be sure to list the certifications you have that are relevant or related to the position you are applying for. It goes without saying, that this section should be extremely accurate. Do note, however, that certain types of certifications are more in demand than others given today’s climate, so you might want to consider studying for and applying for them if you can. These include the HCISPP (Healthcare Information Security and Privacy Practitioner ) and CISSP (Certified Information Systems Security Professionals), and Amazon Web Services Certification. If you also have any vendor-specific certifications under your belt, list them down here, too.
Concise healthcare IT academic credentials
Immediately after your certifications, list down your academic credentials related to healthcare IT, starting with the degree you most recently earned. Include the school from which you earned your degree as well as any distinctions or affiliations you had while completing it.
By doing this, you’ll not only show a hiring manager that they can verify your education with the school’s records office, they will also get to know more about the quality of your academic training. The reason for this is that hiring managers often look up schools to see whether they are accredited or not. In a guide to college accreditation by Maryville University , it explains that schools can earn regional, national, or program-specific accreditations, which can assure hiring managers about the quality of the education provided. If your healthcare IT-related degree program is accredited then this could help you stand out from the crowd.
Crystal clear results in work experience
It is common for applicants to list down their previous work experiences in their résumés. But to make sure that yours stands out, be sure to give the hiring manager a clear idea of your accomplishments by listing down what you’ve done under each position. Use action words like, “developed,” “delivered,” “implemented,” to illustrate the results you achieved. If you can, quantify these with percentages or amounts.
Balanced professional affiliations
Next, list down the different professional affiliations you might have with groups like the American Health Information Management Association (AHIMA) or the Healthcare Information Management and Systems Society (HIMSS). These will demonstrate to the hiring manager how involved you are in your field, as well as how dedicated you are to continue learning from others.
The right keywords for healthcare IT
Nowadays, hiring managers and human resources often use electronic screening tools to sift through dozens of applications at a time. To give your résumé a better chance of getting noticed, The Balance recommends thinking about important keywords that they might look for when going through applicants for a position, and use those throughout your work. Think about buzzwords often used in your area of expertise, as well as any relevant certifications. If you don’t happen to have those certifications, however, you can choose to include it by saying that you are eligible for it. So if you think a CHDA (Certified Health Data Analyst) is perfect for the job but you have not taken the exam for it yet, you can compromise by noting that you are “CHDA eligible.”
Edit, edit, edit
The importance of proofreading and editing cannot be overstated, as a résumé with any typographical or grammatical errors will stand out for all the wrong reasons. These types of mistakes also have the power to overturn whatever impressive qualifications you do have, so be sure to go over your work at least three times before sending it over.
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3 Help Desk Resume Examples Built to Work in 2024
Help Desk Resume
It help desk resume, help desk technician resume.
- Write Your Help Desk Resume
Being a help desk technician is all about being the go-to support hero for tech-related woes. You’re the friendly face or voice that guides users through their IT troubles, from computer hiccups to forgotten passwords.
Your knack for problem-solving and communication makes you a troubleshooter extraordinaire. However, crafting a resume that showcases your IT prowess can be as tricky as decoding a complex error message.
If you’re ready to put your skills on paper and land that dream job, we’re here to lend a hand. Our expert-written help desk resume examples can help you with everything from picking the right job skills to making your experience pop. To top it all off, use our free cover letter builder for the complete application.
or download as PDF
Why this resume works
- It may not seem like much at first but specifying how you used industry-specific tools to make quantifiable differences can go a long way! Don’t sleep on your technical experience either! Add any instances when you monitored and improved a network’s security.
- Can’t forget about regulations too now, can we? If you’ve ever helped a company save costs on potential compliance fines, make sure to mention it and prove your dedication to any employer!
- Once done, back up these metrics with actionable points like increasing a system’s uptime rate from 87% to 98.3%, or improving overall productivity by 26%.
Related resume examples
- Customer service
- Office assistant
Adapt Your Help Desk Resume to Match Every Job Description
When it comes to showcasing your skills as a help desk technician, you’ve got a toolbox full of tech expertise that employers are eager to see. Your resume is where you can dive into it. Be specific and steer clear of vague, generic terms—your IT-focused resume should shine a spotlight on your technical prowess.
Zoom in on the hard skills you’ve honed. List the software applications you’re fluent in, any cyber security frameworks you’ve mastered, and, of course, any programming languages that you’ve conquered.
Highlight your know-how in networks, malware detection, and understanding system vulnerabilities. Remember, the key is to match the skills you have with what the job demands.
Need some help?
15 top help desk skills
- Customer Service
- Ticketing Systems
- Hardware Knowledge
- Network Troubleshooting
- Cybersecurity
- Mobile Device Support
- Active Directory
Your help desk work experience bullet points
Your days working as a help desk technician are often a whirlwind of assisting users, resolving IT issues, and ensuring smooth tech operations. However, when it comes to your resume, it’s the remarkable achievements that truly matter.
Your work ensures that everything runs smoothly without interruptions or costly downtimes, and it’s important that you highlight this. Showcase moments you’re proud of, whether speeding up response times, reducing system downtime, or increasing user satisfaction.
Quantify your achievements with metrics whenever possible to lend them more weight and set yourself apart from the competition.
- Highlight how quickly you were able to acknowledge and address user requests or IT issues.
- Showcase your ability to resolve issues on the first interaction, minimizing the need for multiple support interactions and improving user satisfaction.
- Use surveys or feedback data to quantify user satisfaction and report consistent ratings of 95% or higher.
- Quantify how your support efforts reduced system or network downtime, resulting in increased productivity and cost savings.
See what we mean?
- Developed a weekly backup schedule through Acronis Backup which decreased data loss incidents by 97%
- Led a project to update password security policies using LastPass, curbing security breaches by 56%
- Facilitated 1,742 remote support sessions using TeamViewer, resolving 92% of issues without on-site intervention
- Leveraged Microsoft Teams’ bot and integration features to automate routine tasks, enhancing team productivity by 18%
9 active verbs to start your help desk work experience bullet points
- Implemented
- Optimized
- Coordinated
- Collaborated
3 Tips for Writing an Entry-Level Help Desk Resume
- Showcase relevant coursework and academic projects that demonstrate your technical abilities. For instance, you could mention a group project where you contributed to designing and implementing a help desk ticketing system for your IT class. These hands-on experiences provide valuable insights into your capabilities and problem-solving skills.
- Your hobbies and interests can be a goldmine of relevant skills. If you’re passionate about building computers, troubleshooting software, or managing home networks as a hobby, don’t hesitate to mention it. Show how your love for technology extends beyond the classroom and into your personal life, highlighting your dedication to the field.
- Use a career objective statement to outline your aspirations as a help desk technician. Be specific about the kind of support you want to provide and the impact you aim to make. This helps employers understand your goals and motivations, even if you have limited professional experience .
3 Tips for Writing a Help Desk Resume With Prior Experience
- Working in a help desk environment means working with people, but don’t list “teamwork” in your skills section. Instead, emphasize your customer-centric mindset by adding metrics like the number of resolved support tickets or the average 5-star rating you get every month.
- If you’ve developed expertise in specific areas of help desk support, such as hardware troubleshooting, software configuration, or network diagnostics, don’t be afraid to brag about it. For instance, if you’re skilled in remote desktop support, emphasize how your proficiency can benefit remote workers.
- List any certifications that align with the help desk field. Certificates such as CompTIA A+, CompTIA Network+, or HDI Support Center Analyst can boost your credibility.
You can include a career summary , but it’s optional. If you choose to have one, make it job-specific. Focus on your key proficiencies, such as specific operating systems (Windows, Linux, MacOS) that directly relate to the job.
It’s usually better to focus on your technical skills, namely hardware and software proficiencies. Talk about your in-depth knowledge of Spiceworks, RDP, backing up data, and IT security—your soft skills will shine through your cover letter.
Metrics that demonstrate your impact can set you apart. Highlight statistics such as reduced response times, increased user satisfaction scores, first call resolution rates, or decreased system downtime.
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Help Desk Specialist Resume Samples
The guide to resume tailoring.
Guide the recruiter to the conclusion that you are the best candidate for the help desk specialist job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.
Craft your perfect resume by picking job responsibilities written by professional recruiters
Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.
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- Work within the team framework created by management and work with team members on assigned projects
- Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations
- Provide assistance by phone, GoTo Assist, in person, and using the ManageEngine ticket system
- Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
- Assist with management of IT resources including workstations, laptops, projectors and their inventory
- Assist Manager (or other supervisor as assigned) with project management and execution
- Operates personal computer terminals and LAN attached to workstations to perform job function and general clerical/administrative work
- Serving as liaison to various departments within Chipotle to provide assistance and access to store financials and customer records
- May perform end-user training as it regards assistance with supported applications
- Work with IT management to ensure operating efficiencies are met and maintained throughout the organization
- Use of Active Directory and Global Policies for account management and overall network security
- Maintain Servers on multiple individual networks to include Exchange 2000/2003, 11S 6.0, Windows 2003 Active Directory, Brightstor Arcserve for Windows
- Describe workflow processes verbally and visually using flow charts or diagrams
- Providing remote tier 1 & 2 IT hardware and software support to restaurants, regional office and regional users
- Help provide technical assistance and support for Workflow Management services
- Provide technical assistance and support for Enterprise Watch services
- Provide mid-level analysis and technical support for customers and their networked computers and peripherals
- Review, assign, reconcile and support the management of tickets throughout their lifecycle
- Monitor and support ticket workflows
- Helps coordinate with IT service providers and communicates outages and plans for recovery
- Install and provide desktop support for Windows Operating System, Microsoft Office and Adobe software
- Update the internal knowledgebase with issue resolution details
- Basic working knowledge of Active Directory
- A strong grasp of basic hardware and network support principles
- Excellent knowledge of troubleshooting procedures
- Ability to follow standard operating procedures and ability to complete help desk ticket information on a timely basis
- Strong working knowledge of Microsoft server, Microsoft Active Directory
- Ability to develop instructions in a logical, detailed flow
- Ability to deliver quality customer service through both phone and face to face interactions
- Be able to create good relations with colleagues and clients
- Possess a high level of professionalism and strong level of customer services
15 Help Desk Specialist resume templates
Read our complete resume writing guides
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- Provide Tier 1 service or phone support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems
- Document problems and resolutions within call tracking application and provide updates to the knowledge base where applicable
- Configure and install software for end-users' desktops and laptops
- 1-3 years customer service experience with emphasis on hardware/software troubleshooting
- Effective verbal, telephone, written and interpersonal communication skills
- Strong personal time management skills
- Ability to relate to diverse age and demographic backgrounds
- Computer literate and working knowledge of operating systems (Windows/Mac), word processing (Microsoft Word), spreadsheet (Excel) and E-Mail (Notes) software applications required
- Flexible in work schedule
- Answer the IT Hotline phone & E-mail providing support for all offices with a focused local support of the New York office
- Position will be called upon to troubleshoot hardware and software questions regarding Houlihan Lokey systems
- Provide support to remote users on connectivity issues arising from the use of Citrix using high-speed Internet access
- Install and configure hardware including Dell workstations, Lenovo and Samsung laptops, HP LaserJet printers, networked copiers, mobile devices (including Blackberry units, iPhones, iPads, and Android devices), WiFi & WWAN cards, LCD projectors, Bloomberg Terminals, and other computer/network peripherals
- Install and configure operating system and application software including standard Houlihan Lokey software such as Windows 7, Microsoft Office 2010, Microsoft Outlook 2010 in an Exchange 2010 environment, Citrix ICA clients, Adobe products and Capital IQ financial information software, as well as special non-standard applications and custom applications created specifically for Houlihan Lokey
- Provide general user support on all installed Houlihan Lokey applications, operating systems, and hardware both in person and over the phone
- Carry out basic Citrix administration using the Citrix Management Console, including disconnecting sessions, observing server load, and shadowing user sessions
- Carry out basic Windows 7 & Windows 2003/2008 network administration including administering user passwords, account lockouts, computer naming, troubleshooting network print devices, including network-attached copiers
- Assist with the configuration and administration of Windows 7 workstations, including their peripheral devices such as multiple monitors, docking stations, keyboards, mice, and other USB connected devices
- Provide local hands-on assistance with user moves, including the relocation of computers, laptops, monitors, phones and headset devices as needed
- Provide end-user support for wireless connections involving WiFi or wirelesss WAN network cards
- Act as a local contact for technical based vendors, coordinating printer and other on-site repairs of end-user equipment
- Other duties may be assigned as needed by their manager
- Provides in-depth support and leads problem-solving and implementation efforts for specific technology products or applications
- Responds to inquiries and requests for assistance with organization's computer systems or PCs and resolves customer inquiries for one or more products or services
- Displays sensitivity to callers' needs and situations
- Actively uses and updates the knowledge of product in order to resolve issues
- Mentors team members to broaden team knowledge and technical skills
- At least 2 years experience with providing effective and efficient real-time support for a variety of desk-top technology users
- Ability to remain focused
- Exceptional problem solving/analytical skills
- Ability to learn technical product information
- Ability to follow procedural guidelines and document thoroughly
- Ability to interact with customers in a polite and professional manner
- Effective conflict resolution skills including appropriate handling of angry or frustrated clients
- Exceptional telephone etiquette
- Strong team player
- Exceptional listening skills
- Exceptional PC, Mainframe, printers, server, email and Internet skills
- Ability to identify, track and resolve issues
- (developing) understanding of technology in direct responsibility
- (developing) General understanding of related technologies
- (developing) Customer Service
- Providing high-level customer service
- Providing excellent desktop and mobile device support
- Communicating clearly with users, setting expectations
- Working independently and as a member of a world-wide support team
- Diagnosing and resolving problems/issues with: Microsoft Windows
- PC applications
- Network connectivity, including Wi-Fi
- Mobile devices and associated apps Laptop PCs
- Blackberries
- Meeting room technology Video conferencing
- Monitors / projectors
- Conference phones
- VPN / remote access
- VOIP telephones
- Escalating issues appropriately, reaching out for assistance when a problem cannot be solved immediately
- Participating with support team in creating and maintaining support documents
- Working closely with other IT groups, other departments, to complete tasks
- Monitoring systems and processes
- Administering users in Active Directory and applications
- Coordinating with vendors to purchase, deploy and RMA hardware
- Evaluating priority and triaging multiple conflicting assignments; and
- Instructing users on technology
- Flexibility working in a fast-paced, high-expectations environment
- Excellent listening, interpersonal, written, and oral communication skills
- Pays extreme attention to details
- Ability to work in a team-oriented and collaborative environment; and
- Eagerness to learn new technologies and applications, and ability to absorb new topics quickly
- 1-2 years of experience in a Help Desk or customer service position required
- The successful candidate must be a team player with strong customer service and communication skills
- Candidate must be willing and able to learn new technologies; and
- Candidate must be proficient with the following technologies
IT Help Desk Specialist Resume Examples & Samples
- Document known issues and resolutions or workarounds
- Assist in administering help desk software
- Provides support for store stores as part of an on-call rotation after hours
- Windows and Microsoft Office Applications (Word, Excel, Outlook)
- General Server and Personal Computer knowledge
- Understanding of point of sales terminal, in-store application and equipment is a plus
- Basic familiarity with the range and variety of software and systems used in the EMS Store and Base Camp environments
- Deliver high level customer service skills
- Demonstrate effective verbal and written skills. Able to effectively communicate with diverse individuals
- Demonstrate integrity and respect for individuals and ethical behavior
- Familiar with a basic range of Information Technology concepts, practices, and procedures
- Successfully combine creative problem solving with thorough problem analysis
- Demonstrate skill in gathering, processing, analyzing, and disseminating large amounts of diverse information in meaningful ways
- Ability to Prioritize and organize work to minimize downtime when problems arise
- Work productively and flexibly in a fast-changing, demanding environment
- Ability to work individually as well as in a group environment
- Must be able to update tasks on progress to keep everyone informed
- Knowledge of commonly used concepts, practices, and procedures within the information technology industry
- AS or BS in Information Systems, Computer Science, or a technical discipline (or equivalent experience)
- 6+ months of relevant Technical experience
- Bachelor's Degree in Computer/Information Systems, Business, Communications or related field
- Able to multitask efficiently and effectively
Escalated Help Desk Specialist Resume Examples & Samples
- Tracks call volume and reasons to communicate training needs to appropriate parties
- Potentially assist with coaching and training initiatives as needed
- Will support multiple sites and clients
- Minimum 6 months Fraud/Customer Service/Collections experience in a call center environment
- Previous Help Line Experience Proven history of strong interpersonal skills and two-way communication
- Self-motivated with solid organizational, creative problem solving and time management skills, with the proven ability to meet deadlines
- Strong team player: leadership skills with strong ability to take initiative
- Demonstrated ability to analyze processes and implement changes
- Ability to adapt to an ever-changing environment Self-motivated with solid organizational, creative problem solving and time management skills, with the proven ability to meet deadlines
- Attention to detail required Working knowledge of Fraud systems and tools
- Demonstrated high level of integrity
- Ability to process information, analyze data and offer effective solutions
- Demonstrated ability to handle and prioritize multiple tasks
- 2 or more years of experience supporting a diverse desktop environment with an understanding of the mainframe, client/server and Internet environments
- Ability to multitask
- Previous experience in a Help Desk environment, Level 1 or Level 2 Analyst
- Windows 7 support and mobile devices knowledge
- Educated to degree level or similar
- Confident telephone manner
- IT literate – with a working knowledge of Microsoft Office an advantage
- Second language would be an advantage
- Highly organised with good attention to detail
- Self-motivated combined with the ability to work as part of a team
- Ability to take instructions and implement the correct procedure as required
- Receive incoming help requests via phone and through the electronic ticketing system
- Act as lead help desk contact for escalated inquires relating to corrupt documents, complicated conversions, and the like
- Act as liaison between HB and CCC Macro Pro. Responsible for the testing and rollout of updates. Must work closely with the trainer so firm wide announcements about changes are timely and informative
- Perform daily videoconference, teleconference and laptop setups
- Stay up to date with all software and hardware used and supported by the firm, including all audio-visual devices and systems
- MUST have law firm experience
- At least two years of technical job experience
- Customer service-oriented attitude and a team player
- Experience with MS Office 2010/2013, Windows 8 and 10, Laptop and MS Surface, CCC Macro Pro, FileSite, iPhone and Androids
- Responsible for performing installations and configuring computers/laptops using standard processes and tools
- Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual required or job-specific training. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Responsible for other duties as assigned. Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become "The World's Greatest Bank."
- High school diploma or GED or the equivalent in vocational training. College degree in information technology preferred
- Previous practical experience in a personal computer network environment. One year of IT related Help Desk experience required
- A+ certification required. MCDST (Microsoft Certified Desktop Support Technician) certification preferred
- Good working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools. Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment
Mortgage Help Desk Specialist Resume Examples & Samples
- Resolve and provide user support of the RMO system software
- Perform initial problem determination by asking client troubleshooting questions at loan level detail
- Communicate the status of all problems and/or issues to users regarding RMO along with resolution
- Track and log calls with issue and resolution
- Lead by example; independently makes decisions on course of action to get the client back into production in a timely manner
- Detect patterns of callbacks effecting client or environment, assess impact and take action
- Solicit feedback and ideas for improvement of the RMO functionality directly from the users
- Assist the IT partners in the development or enhancements of the RMO system
- Keep users and management informed of trends, problems and unexpected delays within RMO
- Create and maintain business workflow rules
- Assist in user training along with development and updates of the RMO training manual
- Focus on the delivery of excellent service
- Take ownership and responsibility of client technical problems
- Be a positive, professional resource for clients and support partners
- Manage challenging calls, maintain control
- Minimum of 2+ years residential mortgage loan
- Excellent level of verbal and written communication skills
- Effective telephone skills
- Ability to make sound decisions based on logical reasoning
- Effecting listening skills
- Exceptional organizational skills and ability to multi-task and handle several priorities at once
- Ability to work in a fast-paced & high-volume environment
- 6 months in a customer service/call center environment preferred
- 2 years of college preferred
- Familiarity with Salesforce.com extremely helpful
- Ability to operate effectively in a team environment
- Enthusiastic and pro-active; think quickly and solve problems efficiently and effectively
- High energy and engaging personality with the ability to convey patience and empathy, and calm in potential stressful situations
- Dependability regarding completion of assignments and attendance Excellent problem solving and decision making skills
- Must have high attention to detail
- Troubleshoot problems to resolution or escalate to Tier 2 support when necessary
- Reset or configure network accounts access
- Process hardware and software requests by coordinating user setup, upgrades, and installations
- All other projects and duties as assigned
- Excellent Technical and Analytical skills
- Capable of maintaining corporate and job-related confidential information
- A bachelor’s degree in computer science or a related discipline
- Knowledge of basic computer hardware (e.g. desktops, laptops, printers, PDA’s)
- Exceptional interpersonal skills, with a focus on listening and questioning
- Certifications are a plus
- 2+ years of experience in an IT Help Desk Analyst role
- Experience with Windows 8, Microsoft Active Directory and utilization of GPOs
- Experience with Helpdesk ticketing systems, i.e. Track-it by Numara
- Experience with Mobile device management, including IOS and Android devices
- Proven ability to multi-task, juggle multiple projects and effectively determine priorities
- Excellent internal customer service skills
- Windows PC/laptop management via Active Directory, MS System Center Suite
- Proven analytical, troubleshooting and problem solving skills
- Strong research skills to find and effectively evaluate new products and technology
- Attention to detail and strong organizational skills
Mid-level Help Desk Specialist Resume Examples & Samples
- Troubleshoot connectivity and computer issues on end user’s machine
- Image and build desktops and laptops for new hires or machine upgrades and deploy them to desks
- Basic telecommunications support
- Assist with purchasing and equipment procurement
- Help maintain inventory control
- Maintain production images of machines
- Exposure to project management methodologies
- Answer user inquiries regarding computer software or hardware operation to resolve problems either in person or over the phone
- Write standard operating procedures for IT and End Users
- Walk customer through problem-solving process
- Follow up with customers to ensure issue has been resolved
- Gain feedback from customers about computer usage
- Bachelor’s degree is required, 3.2 GPA or higher
- Good judgment, professionalism, and good communicator
- PC hardware troubleshooting skills, good knowledge of Windows 7 & 10
- Basic knowledge of networking topology
- Help desk support role experience a plus
- Ability to multitask and properly prioritize
- Analyze and develop computer software possessing a wide range of capabilities, including numerous engineering, business, and records management functions. Develop plans for automated information systems from project inception to conclusion
- Analyze user interfaces, maintain hardware and software performance tuning, analyze workload and computer usage, maintain interfaces with outside systems, analyze downtimes, and analyze proposed system modifications, upgrades and new COTS
- Analyze the problem and the information to be processed. Define the problem, and develops system requirements and program specifications, from which programmers prepare detailed flow charts, programs, and tests
- Coordinate closely with programmers to ensure proper implementation of program and system specifications. Develop, in conjunction with functional users, system alternative solutions
- Maintain on-call service for after hours support of these applications, including evenings, weekends and holidays
- Desktop Security Applications: McAfee and Symantec Antivirus
- Mainframe Technologies: The Client uses an IBM mainframe running the OS/390 operating system. DASD, MVS Redirect, RJE printing, VPS printing, DB2, TSO, ADSM and Wylbur. The Government will furnish training in SILK, a specific web server
- Network Services: TCP/IP and other standard internet protocols, Websense Proxy Server, DNS, firewalls, Internet, Internet II, LAN, Videocast, 802.11 Wireless, IPv6, Secure Shell (SSH), Telnet, Cisco Virtual Private Network (VPN)
- IT Security: Security problems include hoaxes, malicious attacks, and viruses. Also includes a knowledge of PKI, encryption, digital signatures and the use of Smartcards (PIV). BDS Secure File Transfer
- Telecommunications: Octel voicemail systems, ISDN telephones, VOIP technology (Cisco and Microsoft Lync)
- Windows and UNIX Infrastructure & Hosting: DDNS, DHCP, File Services, Print Services, Terminal Services, Web Services, and WINS, Tru64 UNIX and Sun Solaris operating systems with an understanding of Oracle and SQL databases
- Account creations/ User ID Management: Microsoft Active Directory tools including Microsoft Exchange Administrator, Quest ActiveRoles Server, Active Directory Management
- Email (messaging): email technologies include Blackberry, Central Fax Service, the MS Exchange Central Email Service, L-Soft Listserv, Office 365, Expertise in Outlook (including add-ons), Outlook Web Access (OWA), Mac OS X Mail, Entourage, web browser mail, and Pine clients; Listserv administration and management
- Mobile Devices and Tablets: Research in Motion (RIM) Blackberry technologies; Apple iPhone; Apple iPad; Android Phones; Microsoft Surface
- Note: This list is not a comprehensive list of all technologies supported by the IT Service Desk. It shows only a representation of the IT environment
- Strong analytical, estimating and problem solving skills
- Excellent communication, interpersonal and collaboration skills
- Ability to present and explain technical information to diverse audiences
- Ability to be flexible, adaptable and learn new concepts quickly
- Ability to work effectively in a team environment with aggressive deadlines and multiple priorities
- Demonstrated understanding of ITIL processes, operations and procedures
- Experience with processes involving problem identification, recovery, escalation and resolution
- Able to function well in a fast-paced and adaptive environment
- Scientific Information Systems: UNIX-based ALW and Helix systems, Porpoise and Web of Science citation and literature searching services. Knowledge of UNIX and high performance computing systems
- Enterprise Systems: Plumtree's portal, ORACLE Financials, PeopleSoft, Netegrity Siteminder, and Eclipsys. specific systems include the, nVision, ITAS, DW, HR systems, PMS, NBS, CGE Travel, eRA, CRIS, NED, Client Login, TechTracS, Qlikwiew; NEES; NIDB; DDRMS; ServiceNow IT Service Management Tool, Spok toolset including scheduling and paging
- High school diploma or equivalent and 2 ? 4 years of prior relevant experience
- Mainframe Technologies: The client uses an IBM mainframe running the OS/390 operating system. DASD, MVS Redirect, RJE printing, VPS printing, DB2, TSO, ADSM and Wylbur. The Government will furnish training in SILK, a specific web server
- Email (messaging):email technologies include Blackberry, Central Fax Service, the MS Exchange Central Email Service, L-Soft Listserv, Office 365, Expertise in Outlook (including add-ons), Outlook Web Access (OWA), Mac OS X Mail, Entourage, web browser mail, and Pine clients; Listserv administration and management
- Enterprise Systems:Plumtree's portal, ORACLE Financials, PeopleSoft, Netegrity Siteminder, and Eclipsys. specific systems include the, nVision, ITAS, DW, HR systems, PMS, NBS, CGE Travel, eRA, CRIS, NED, Client Login, TechTracS, Qlikwiew; NEES; NIDB; DDRMS; ServiceNow IT Service Management Tool, Spok toolset including scheduling and paging
- High school diploma or equivalent and 1 ? 3 years of prior relevant experience
- Provide telephone support to end-user community on hardware, software and network related issues, questions and use
- Provide first level problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of problem
- Open, track and close trouble tickets
- Monitor service desk for tickets assigned to the queue and process on a first-in first-out based on priority
- Report issues to the service desk for escalation
- Ensure problem ownership and promote end-user satisfaction
- Track activities of field engineers to whom the ticket was assigned
- Document internal Help Desk procedures
- Experience working as a team player
- Excellent communication skills and possess the ability to manage assignments independently
- Good organizational skills and the ability to handle multiple tasks concurrently
- Strong decision making and problem solving abilities
- Experience working in a fast-paced and high energy environment
- Experience being flexible in response to changing requirements such as surges
- Experience supporting enterprise solutions from Department of Defense, Defense Health Management Systems Program Management Offices (DHMSM, DMIX and JOMIS)
- CompTIA A+ Certification, CompTIA Net+ Certification, CompTIA Security + Certification
- Bachelor’s degree in Computer Science or a related technical field and two (2) to four (4) years of related work experience required
Help Desk Specialist, Entry Level Resume Examples & Samples
- Address customers IT related issues, questions, and/or concerns in a Quick, courteous and accurate manner
- Generate and help to resolve Trouble Tickets for tracking problem resolution
- Install hardware and peripheral components such as monitors, keyboards, printers and disk drives on users’ premises
- Perform direct user support and issue resolution using a trouble ticket system
- Load appropriate software packages such as operating systems, networking components and office applications
- Provide telephone and in-person support to end-users
- Coordinate activities with other department level personnel
- Provide updates, status and completion information to manager and/or users, via voice mail, e-mail or in-person communication
- Assist in research and procurement of computer accessories and supplies
- BS or BA degree in a technical field with zero (0) to four (4) years of related experience preferred
- Security+ Certification preferred or completed within three (3) months
- Provide Tier I contact and incident resolution to customers with hardware, software, and application problems
- Enterprise problem resolution using established SOPs and Run Books
- Resolution of incidents during the first call or at Tier I
- Documenting incident status using incident management systems and database tools
- Support data transfer activities across networks and classification levels (cross domain)
- Prepare for and support Emergency Action Planning and preparation activities for a variety of scenarios
- High School diploma or GED and 3+ years of related experience in a Windows environment, call center, and/or service desk environment
- Working knowledge of computers, printers, laptops and common windows applications
- Currently possess a qualifying DoD 8570 Certification at IAT II with Continuing Education (CE) enrollment
- Currently possess a TS/SCI clearance
Senior Help Desk Specialist Resume Examples & Samples
- Helps coordinate with impacted mission partners and communicates outages and plans for recovery
- Communicates the status and any incidents or concerns to ESC staff, GDOs and other stakeholders
- Maintains documentation and SOPs
Help Desk Specialist, Principal Resume Examples & Samples
- Experience with service desk support, monitoring. and management tools (i.e., Siebel, E-requestor, Altiris, Remedy etc.)
- Experience with Microsoft Business Class Applications. MS SharePoint
- Experience in managing all phases of Enterprise IT Operations issue workflow in any Ticketing Service Desk Model
- Experience in planning and forecasting resource needs in DOMEX IT Service Infrastructure
- Experience in facilitating meetings to solicit feedback from users
- Experience in defining, acceptance criteria and coordinating and executing user acceptance
- Required certified DoD 8570 Level II IAT
- ITIL V3 Fundamentals trained
Shipyard Applications Help Desk Specialist Resume Examples & Samples
- Provide support for the applications to assist with customer issues and to monitor system performance and integrity
- Troubleshoot application issues and resolve and escalate to higher level for resolution
- Maintain application designator settings in accordance with application instructions
- Create and maintain system accounts including maintenance of system access records
- Perform Remedy Ticket recording and monitoring
- Troubleshoot reported application issues including but not limited to environment and data issues. Provide recommended corrective actions. Execute corrective actions as approved. Document issues, lessons learned, and corrective actions in the SDLC tools
- Perform as the interface to other agencies in the troubleshooting of various application related client/server anomalies and assist in the resolution of these problems
- Provide real time status of application, system and environment problems and outages as required
- Provide weekly reports and metrics of reported problems and resolution
- Monitor the IT Helpdesk software systems, proper Help Desk ticket routing and escalation of Help Desk calls, and responding to IT network emergencies
- Work with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
- Recommend systems modifications to reduce user problems
- Refer more complex problems to intermediate and/or senior level Help Desk Specialists
- Exhibit knowledge of IT Helpdesk policies and procedures
- Deliver consistently high quality customer service in a Help Desk environment with superior customer service skills
- Demonstrate strong communication skills and ability to interact effectively with customers on the phone and through email in accordance with IT Help Desk Service Level Agreements (SLAs)
- Understand technical issues and effectively resolve client IT software and hardware requests
- Strong verbal and written Communication skills
- Project management and problem solving skills
- Basic IT knowledge of hardware and software systems
- H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position; OR Associate's degree with 2 years’ experience in an IT or call center environment or Bachelor’s degree
- Typing skills 25+ words per minute Able to spend considerable time on the phone
- Excellent computer troubleshooting and problem solving skills
- Possess skilled abilities to customize an operating system
- Ability to install/configure “off the shelf” applications. Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.)
- Demonstrated ability to configure a PC for connection to a network using a common networking protocol
- Understanding of and has demonstrated the ability to use call tracking software and related tools for documentation of call center operations
- Understanding of and has displayed the ability to use knowledge base and other online solution resources
- Demonstrated ability to prepare new/used PC equipment for, and perform, a fresh (scratch) install of an operating system (manually, not from an image)
- Knowledge, training or certification in the following is helpful: HDI, itSMF, ITSM, ITIL. Knowledge or experience in remote access, multi-factor authentication and/or mobile device management (AIRWATCH) is also helpful
Help Desk Specialist Senior Resume Examples & Samples
- In-depth working experience of Windows XP, Windows 7 and Windows 2003 including: application installation, Active Directory and Organization Units
- Effective customer service skills, including oral and technical written communications
- Knowledge of data backup systems, principles, and safeguards
- Familiarity with Antivirus software and security settings
- Able to describe PC architecture and operation
- Familiarity with TCP/IP, switches, firewalls, routers, and their basic operation
- Must be able to lift up to 15 pounds
- Experience supporting DHS, Federal Civil, Intelligence and/or DoD Customers
- Ability to assist others in solving problems and working with them to implement the solution
- Basic skills or experience using trouble ticket systems
- Familiar with Unix operating systems to include installation, network configuration, and performance monitoring
- Experience with license managers in Windows and Unix environments
- Use of Windows Event Monitors in system analysis
- Four (4) or more years of administrative support experience required
- 4-year college degree or equivalent technical training (with High School Diploma or equivalent) preferred
- Mortgage Origination or Processing experience required
- General Networking and PC hardware support
- Microsoft Outlook, Windows 7 or higher, Encompass 360
- Ability to work independently and effectively organize, prioritize and accomplish multiple tasks
- Strong interpersonal and communications skills required
- Minimum software or applications experience required/preferred
- Minimum experience required using mobile technology
- Diagnose, resolve, and follows up on issues relating to various user concerns
- Assist in troubleshooting advanced technical issues within the network and telecommunications environments
- Serve as a technical liaison to project managers
- Identify areas deserving attention in the technical support environment, and consults with management
- Ensure tickets are accurately documented and resolved in a timely manner
- Work after hours and at other NOAA facilities may be required periodically
- Associate's Degree plus 4 year's relevant experience required
- 8 years of relevant experience in lieu of degree
- Proven ability to lead a team
- Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Visio and Project)
- Must be highly detail-oriented
- Must be organized, timely, and customer service oriented
- Excellent oral and written communication and customer service skills
- Responsible for processing Service and Work Order Request (SOR and WOR)
- Construction of daily reports for Site Management
- Capable of learning a data entry system (MRO) and using all applications within the system
- Ability to communicate effectively with US Military
- Create and manage databases; excel spreadsheets, word documents, powerpoint
- Perform simple, routine, and repetitive administrative functions and complete routine reports and correspondence
- Must be Proficient in Microsoft Office Applications (Word, Excel, Power Point & Outlook)
- Must possess excellent English speaking and writing abilities
- Must have good organizational skills
- Must handle and manage multiple tasks
- Must be flexible with working hours
- Typically, two (2) to three (3) years of experience in an administrative position
O&M Help Desk Specialist Resume Examples & Samples
- Ability to identify, diagnose and resolve issues for users of various telecommunications services Strong customer service focus Knowledge of various telecommunications services and next generation mobility technology
- Experience in an IT help desk or service desk environment
- Understanding and experience in using an incident management system such as Remedy ITSM
- High level of written communication and documentation skills
- Skills to develop documentation for the team and user manuals for use by team members as well as for non-technical end-users
- Respond to helpdesk tickets according to our SLA
- Build and install new computer systems
- Troubleshoot and repair workstation hardware and software
- Support Tier 1 Shortel and voicemail Administration
- Troubleshoot remote users by phone
- Great service attitude
- Experience performing hardware and software upgrades
- Experience with phone systems a plus
- Active participant in team projects and contribution and able to work independently or in groups
- Ability to lift 75lbs
Help Desk Specialist, Meade Resume Examples & Samples
- Work with DISA customer to ensure the weekly and monthly reports provide the value desired consistently
- Support and classification of all incidents or requests including ticket creation, management, escalation and follow-up and technical assistance and support for the incoming queries and issues related to computer systems, software and hardware
- Take holistic approach to managing the DoDCAF's Help Desk services
- Ensure that all HD personnel are properly trained on the operation and management of VMware, Horizon View, and ensuring that all administrators can support remote customers
- Provide weekly and monthly status reports to DoDCAF leadership
Telehealth Help Desk Specialist Resume Examples & Samples
- 3+ years of experience with scheduling and managing Skype for Business video sessions for clients
- Experience with providing help desk support or customer service
- Knowledge of healthcare appointment scheduling and patient intake processes
- Ability to mitigate basic technology issues for providers and patients through managing a support line or system
- Ability to use and manipulate Web and mobile applications with ease and educate stakeholders on how to use these products
- Ability to work full time on the client site at Naval Hospital Jacksonville
- Active Secret clearance required
- BA or BS degree and 3 years of experience in a DoD environment or 7 years of experience in a professional work environment in lieu of a degree
- Experience with working in the healthcare sector or a hospital or clinic
- Experience with clinical training and business process flow
- Ability to work in a fast-paced environment, including working with various stakeholders such as doctors, nurses, patients, IT professionals, and administrative support
- Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems
- Provides phone and in-person support to users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications
- 1-4 years of relevant experience
- Ability to work independently or with a team
- Provide leadership and guidance to others
- Strong interpersonal skills to interact with clients from a business development andtechnical expert perspective
- Must be able to obtain government security clearance, per contract requirements (DoD Clearance Level: Secret)
- Manage Help Desk requests
- Provide frontline computer trouble shooting / problem resolution
- Process System Access requests
- Coordinate hardware repair
- Install and configure desktop computers and printers
- Perform administrative duties (ordering supplies, receiving of equipment, and
- Candidates must be US citizens or Green Card holders
- 2 years of recent relevant experience
- Bachelor’s Degree in Computer Science or related degree (experience can be substituted in lieu of degree)
- Proficient in Microsoft Office products
- Experience in ticketing systems strongly preferred
- Ensure a high level of end-user satisfaction through ownership, resolution and appropriate escalation of issues and support tickets
- Provide strong technical resource and senior escalation point for numerous technologies, including Mac, Linux, network, and mobile device issues
- Leverage and create tools and SOPs to improve team’s efficiency and productivity
- Manage relationship with vendors for service repairs, orders, and maintenances
Help Desk Specialist, Associate Resume Examples & Samples
- Monitor, track and prioritize assigned tasks and trouble tickets. Escalate where applicable
- Assist with incident routing and assignment
- Utilize CISCO Unified Provisioning Manager for VoIP telephony MACDs
- Issue, troubleshoot and maintain inventory of RSA security tokens
- Travel to other facilities, as required
- Perform other duties, as assigned
- HS & 4-6 years of experience
- At least two (2) years experience with Windows OS and Microsoft Office desktop support
- Experience with MS SCCM, MS SCSM, McAfee e-Policy, CISCO UPM and RSA security tokens
- May install software or perform hardware testing remotely
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
- 5-7 years' experience required
- Basic ability to work independently and manage one's time
- Diagnose, resolve, and follow up on issues relating to various user concerns
- Associate's Degree from an accredited college or university required (at least four years of equivalent experience considered in lieu of degree)
- At least four (4) years of relevant experience required
- Organized, timely, and customer service oriented
- Adaptable, flexible and able to deal with ambiguity and change
- Experience supporting Windows 7 operating system, Office application suite, and other applications
- Mature approach with a focus on customer service, responsiveness, rapport- building, listening, and questioning skills
- Ability to effectively handle and troubleshoot most calls related to hardware, software, and basic network functions
- Persistence to pursue problems until they are solved
- Balance and good judgment to know when to ask others on the team or escalate the issue
- Staying up to date on the latest technologies which are part of the network you are assigned to support
- This will require independent reading and learning of technologies; utilizing the existing SOP's and manuals to learn the software and functional aspects, along with help desk procedures of the network is required
- Due to the high level of customer activity coupled with the requirements for quick, correct responses to end users, little mentoring and hands-on training will be available
- All hours worked must pertain to the specific position of supporting the customer at the Help Desk
- Required to work rotating on-call schedule
- Provides resolutions to out of the ordinary issues for users
- If unable to diagnose problem, will work with Systems Engineers to diagnose and resolve problem
- Responds to tier two and higher trouble tickets
- Ensures problem ownership and promotes end-user satisfaction
- Closes activities of tickets assigned
- Position requirements
- Minimum of two (2) years previous experience in a professional environment with solid phone support skills
- Minimum of two (2) years previous desktop support or call center experience
- Exceptional ability and knowledge of PC, laptop and printer hardware configuration, deployment and troubleshooting
- Security Requirements
- Providing excellent customer service and technical guidance in support of our Zale store managers and Jewelry Consultants as they serve our retail guests
- Taking calls from our stores, creating a trouble ticket, and documenting the incident
- Diagnosing the store issue and troubleshooting the software/hardware/peripheral problems
- Recommending a solution or resolving the issue immediately
- Escalating unresolved issues to appropriate resolving groups via trouble tickets
- High school diploma or equivalent is required; some college preferred
- 1-2 years’ technical Help Desk or Service Desk experience with demonstrated aptitude/skill in both software and hardware is required, to include
- Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
- Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
- If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket. If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with
- Assist users with account creation. accessing and using IT systems
- Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
- Receive, triage and route tickets to Tier 2 Help Desk according
- Analyze, log and track. issue and problem tickets related to Intel ink application
- Compile and organize data for monthly status reports
- Provide trend analysis and metrics to the Government based on gather data and monthly status reports
- Provide daily written and oral communications, make recommendations for improving documentation
- Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
- Update and maintain the Help Desk Handbook to stay consistent with current processes and
- Provide recommendation to the Government on issues/problems identified and reported in trend analysis
- Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
- Three (3) years demonstrated Help Desk experience
- Assist users with account creation, accessing and using IT systems
- Analyze, log and track issue and problem tickets related to Intel ink application
- Provide daily written and oral communications, make recommendations for improving
- One (1) year demonstrated Help Desk experience
Help Desk Specialist for Abis Resume Examples & Samples
- Bachelor’s degree in a Technical, Math or Business discipline from an accredited college or University is required with One (1) year demonstrated Help Desk experience; Associates degree and Two (2) years of Help Desk experience
- Three (3) years’ experience may be substituted for a Bachelor’s degree
- Working Knowledge and experience with Remedy
- Working Knowledge and experience with Active Directory
- Current DoD 8570.01M certification (e.g. A+ CE or Security CE+)
- ABIS experience
Senior Help Desk Specialist for Abis Resume Examples & Samples
- Bachelor’s degree in computer science (CS), information systems or equivalent technical degree
- 5+ years of experience with installing, configuring, and maintaining operating system workstations and servers
- 5+ years of experience with Systems Administration
- Experience with routers, switches, and network fabric
- Microsoft Certified System Engineer or MCITP credential in both Microsoft Windows Server 2003 and 2008 or infrastructure environments
- Cisco Certified Design Associate (CCDA) or Cisco Certified Network Associate - Routing and Switching (CCNA)
- ), or equivalent work experience
- Or equivalent combination of education and experience
- Must have demonstrated experience in technical workflow automation, troubleshooting, problem solving hardware and software issues, and reporting using a problem ticket reporting system (for example, ServiceNow or Jira)
- Intermediate to advanced knowledge of commonly used concepts, practices and procedures within Microsoft Windows Server, Active Directory, Exchange Server, and mobile device management solutions
- Understanding of domain/corporate IT environment including PC/Laptop setup and multi-function printing, including intermediate knowledge of network technologies (LAN, WAN, wireless) and VPN clients (Cisco)
- Must have excellent written communication, oral communication and client interface skills. Must be an excellent team player and capable of interacting with a variety of technical co-workers, vendors and clients
- Technical Help Desk Experience
- Experience with Windows 7 and 8
- Experience with Internet Explorer 8, 9, 10, 11
- Strong Microsoft Office 2010/2013 skills
- Experience with Voice over IP Telephony systems
- Strong verbal communication skills
- The Help Desk Specialists install, upgrade and maintain desktop and portable computer hardware, software, printers and associated equipment including Blackberry Handheld devices
- Help Desk specialists use the automated trouble ticket systems to record actions taken to resolve and provide technical assistance to DMA end users
- Help Desk Specialists assist with user password issues and access, ensure security compliance and accountability in system access and supports other user issues using documented standard operating procedures and in accordance with DMA best practices
Service Desk / Help Desk Specialist Resume Examples & Samples
- Ensure incoming IT support calls are recorded accurately
- High School diploma or GED and three years of experience in Microsoft Windows based enterprise environment with call center or service desk experience
- Minimum DoD 8570 compliance IAT II – (GSEC, Security + CE, SSCP, or CCNA-Security)
- A+, Network+
Help Desk Specialist, Biometric Watchdesk Resume Examples & Samples
- Monitor unclassified as well as classified networks for the upload of biometric files and images to be manually submitted
- Manually transfer biometric files, biometric images, and response files from one domain to another
- Perform a two person review as well as a “dirty word search” on all cross-domain transfers from the classified network to the unclassified network
- Answer user questions concerning biometrics, transactions, family-of-systems and other user inquiries
- While working closely with the System Administrators, monitor system health and the current operational status of the biometrics repository(s)
- Identify and correct, as able, files that error in the repository(s)
- Categorize all Watchdesk submissions and follow industry-leading processes and established work flows for problem resolution
- Write and update standard operating procedures for common and recurring Watchdesk tasks
- Submit work flow documentation to the Government for review and approval and unresolved items that affect the design of the DoD system to the system Change Control Board for consideration
- Utilize government provided automated tools to the maximum extent possible to capture trends, trouble call resolution status and track metrics to operate and maintain the 24x7x365 day Watchdesk
- Generate both standard reports as well as ad hoc reports for specific customers or for all submissions
- Remove biometric records from the repository(s) with proper Government approval and keep a record of the removal
- Ingest the Watchlist into the database for updates on a routine basis
- Provide the Government with a monthly Biometrics Watchdesk Metrics Report that identifies and tracks trouble calls, call resolution and other watch desk metrics
- Review and analyze data to identify trends and provide recommendations for improvements and training as part of the Biometrics Watch Desk Metrics Report
- Use existing automated help desk tools and continually assess new automated tools that can provide improvements to both users and the DoD authoritative biometric repository operations
- Handle sensitive and confidential situations with demonstrated poise, tact and diplomacy
- High school diploma or equivalent with 4+ years of related help desk experience
- Experience with a variety of computer software applications such as Microsoft Word, Excel, Access, and PowerPoint
- Knowledge of the DoD biometrics environment, customer knowledge base, data, domain knowledge, and policies to operate and maintain 24x7x365-day Watchdesk service operations of all DoD biometric systems submitting to the DoD authoritative biometrics repository(s)
- 2) Experience with troubleshooting Windows 7 and MS Office 2010
- 3) Experience with Active Directory (adding/deleting user profiles)
- 4) Ability to troubleshoot Citrix issues
- Provide first line support for any information technology issues and problems
- Identifies, researches, and resolves technical problems
- Document all troubleshooting steps within trouble ticket
- Perform password resets
- Support desktops, laptops, tablets, smart phones and applications
- Escalate critical incidents to Help Desk Manager
- Escalate fully documented problems as required to Tier 2 and support teams
- Act as a liaison between customers and Tier 2 teams
- Quickly and accurately determine incident scope and impact
- Follow up on tickets at pre-defined intervals until resolved
- Manage staff availability to provide support coverage for multiple locations across continenttal US
- Assist with development of processes and procedures to improve delivery of IT support
- Assist with evaluation and selection of IT support tools and resources
- Monitor, track and prioritize assigned tasks and trouble tickets
- Analyze metrics and balance workload for the team
- Resolve complaints and manage customer feedback to promote end user satisfaction
- Provide additional Tier 1 and Tier 2 support
- Ship/deliver IT equipment (must be able to lift up to 50 lbs)
- At least five (5) years management experience
- At least five (5) years experience with Windows OS and MS Office support
- At least five (5) years experience in a service desk environment managing and resolving incidents/service requests
- Bachelors degree and 6-8 years of related experience or 8-10 years in lieu of degree
- Experience with Microsoft System Center applications (SCCM, SCSM, SCOM)
- Experience with IT Service Management Tools (Remedy, ServiceNow, etc.)
- Experience with ISO 20K Service Management (Incident, Problem, Change, etc.)
- Experience supporting VPN connectivity
- Experience with networking, including DHCP, DNS, IP reservation
- Experience with Windows Server 2003, 2008 and/or 2012
- Experience with mobile device support/management
- Working knowledge of LAN and WAN topologies and architecture
- Working knowledge of Server and PC operating systems - such as Windows 2008 and 2012, Windows 7 and 10
- Experience configuring, implementing, and supporting MS Office 2007/2010/2013, anti-virus, back-ups and other various desktop applications
- Working knowledge of PC hardware and components including processors, mother boards, accessories, cards, peripherals
- Understanding of workstation installation, configuration, administration, troubleshooting, performance tuning, preventative maintenance
- Knowledge including installation, and troubleshooting of Microsoft Office products, Adobe products, AntiVirus, Security Certificates, VPN, and mobile devices
- Understanding of internet standards such as - DNS, SSL, DHCP, SMTP, SNMP, DFS and other protocols
- Excellent verbal and written communication to all levels in the organization
- Ability to interface with the public, technical and engineering personnel in order to discuss issues pertaining to problems, purchases or technical specifications
- Must be a self-starter and motivated to see projects through to completion
- Must be process driven
- Must be familiar with ITIL framework
- Microsoft /Cisco/VMware/ITIL certifications
- 5 yrs information technology experience
- High School, Associates Degree or Technical School education
- Certifications from recognized programs that indicate mastery of systems, tools, and techniques relevant to the assignment may substitute for some experience
- Strong MS Office skills
- Ability to think independently and know when to elevate issues for help
- Attention to detail and accuracy in work produced; follow up strength to ensure customer satisfaction
It-help Desk Specialist Resume Examples & Samples
- Strong customer service skills including verbal and written communications
- Superior time management skills, including sense of urgency and proactive approach
- Strict adherence to professional ethics
- Abilility to work independently and in a team environment
- Ability to work on and successfully complete multiple projects at the same time
- At least two years of relevant technology experience in related technical environment preferred
- Strong knowledge in Microsoft Office desktop application software
- Bachelor’s degree in Computer Science or related degree
- Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
- Please view Equal Employment Opportunity Posters provided by OFCCP here
- The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information
- Help ensure a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets; maintain proactive and timely communication with customers via multiple mediums (voice, tickets, email, IM, walk-ups)
- Manage small projects and provide technical leadership to junior Helpdesk technicians
- Act as strong technical resource and senior escalation point for Cisco Unified Communications Manager, including Cisco Voice and Jabber Client integration on multiple operating systems
- Develop tools to improve helpdesk efficiency and productivity
- Develop and document processes and procedures for improving efficiencies and decreasing response times
- Ability to work independently as well as part of a global team
- Experience as a customer advocate
- Well-organized self-starter
- Ability to deliver on time
- Ability to manage multiple tasks with minimal supervision
- 2+ years experience maintaining multiple operating systems, hardware and packages
- 4+ years experience in a customer-driven, results-focused Operations environment
- 4+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware
- 3+ years experience administering network and collaboration tools
- Proven record of creating policies, procedures, and technical documentation
- Demonstrated history of working on multiple projects simultaneously
- Team-first attitude and strong interpersonal skills
- 2+ years experience maintaining Cisco voice products, endpoint troubleshooting and Real time monitoring
- High level of competence with Cisco Unified Communication Manager and associated tools
- Knowledge of bulk account management, device and user management and creation
- Strong knowledge of networking fundamentals and protocols (CCNA Voice or equivalent level of experience)
- Strong knowledge of Microsoft Active Directory
- Providing phone support to users of legacy business applications by serving as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, etc. problems
- Establishing, configuring and administering all customer accounts for the internal systems including administrative support regarding user accounts and privileges for legacy business applications
- Monitoring a Remedy service account for trouble tickets created and forwarded by external agencies such as DHS Service Desk
- Coordinating with application developers and testers to identify and assign issues to the proper team for research and resolution
- Tracking all trouble tickets through resolution
- Providing periodic reports to Information Technology Division management, including metrics on quantity of trouble tickets, time to resolution, etc
- 1) provide technical assistance and support for incoming queries and issues related to customer systems
- 2) respond to queries either in person; via written communication; or over the phone
- 3) coordinate access control to the systems and maintain access control documentation
- 4) ask questions to determine nature of the problem
- 5) walk customer through problem-solving process
- 6) track requests from query to completion and provide monthly statistics
- 7) follow-up with customers to ensure issue has been resolved
- 8) work cohesively with development team to troubleshoot issues
- Diagnose, research and resolve technical issues relating to various user concerns
- Utilize standard technology such as telephone, email, and web browser to complete work tasks
- Document, track and monitor technical problems to ensure a timely resolution
- Record daily activities and transactions by documenting details of inquiries, incidents, comments and action taken
- Receive and track the trouble tickets and assign them to a technical specialist
- Associate's Degree from an accredited college or university required, equivalent experience considered in lieu of degree
- At least two (2) years of relevant experience required
- Experience in Customer Support or Call center support required
- Knowledge of and the ability to monitor logs and scheduled events, and report on problems/anomalies
- Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
- Ability to work well under pressure and to meet deadlines as needed
- Ability to remain in a stationary position for an extended period of time
- Experience with and/or ability to use call center telephony equipment
- At least 4 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
- PC/workstation hardware
- PC/workstation software
- Hand-held device software
Senior Unix Help Desk Specialist, Tier Resume Examples & Samples
- Bachelor's degree and a minimum of nine (9) years of related experience or additional work experience in lieu of a degree
- Solid Unix skills with a focus on customer service
- Working experience with the IGC tool suite (Informatica, Teradata, WebLogic is a plus
- Linux scripting and/or Python
- Experience with troubleshooting and problem solving
- Basic SQL, ETL, Business Objects and understanding IGC architecture are a plus
- Troubleshoot and resolve application and infrastructure problems that impact the functionality of IGC to include troubleshooting the IGC tool suite
- Diagnostics, isolation and referral of COTS related problems
- Perform system configuration changes
- Coordinate with Level I and Level III Help Desks and track level II tickets through closure
- Exercise Control Management responsibilities include activating required exercise feeds to support the specific exercise requirements in coordination with USTRANSCOM J3 Directorate
- Monitor exercise status and coordinate with exercise data providers and IDE
- Establish user account permissions to access exercise data
- Perform patching of ticket management system and perform Remedy System Administration
- Three to Five (3-5) years of experience required with at least 4 years of experience using Remedy
- Execute scripts, answer calls, troubleshoot/resolve/and or escalate technical issues, open and close tickets, correlate events and incidents for management of Information Technology Services
- Five years’ experience in Information Technology required including at least 3 year of customer service experience in IT
- Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks
- Operates with appreciable latitude in developing methodology and presenting solutions to problems
- Contributes to deliverables and performance metrics where applicable
- High School diploma and Security + Certification
- Experience with both Mac and PC Environments
- Good Customer Service Skills
- Advanced desktop support skills
- MS Office 2013
- Setting up and supporting conference rooms
- Add/remove computer to domain
- Add/remove users to computers
- File sharing
- Print sharing
- Windows XP SP310.7, Windows 7 configuration, maintenance
- Patch management
- Application level troubleshooting
- Knowledge of LAN/WAN infrastructure
- Operating System
- Computer hardware
- Assisting users, user support and vendors at tier 1, and 2 levels as required by the issue
- Analytical thinking and problem solving
Com-f Junior Help Desk Specialist With Secret Clearance Resume Examples & Samples
- Provides technical support to users for basic computer related technical problems. Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue
- Experience with solving computer-related problems
- Customer Service Experience required
- Experience with Call Tracking System required
- A+ certification required
- Experience with the following desired
- Answers Service Desk phones in a timely and efficient manner. Answers phones quickly and responds to the caller in a professional manner
- Enters, updates, and closes calls in Magic call tracking system. Opens a new call record describing the problem for each new call received. Updates and closes open calls when the problem is resolved
- Places hardware service calls when appropriate. Accurately determines when hardware service is required and place calls to service vendors describing the failure and the steps taken to determine the failure
- Follows up with our restaurants and service vendors to ensure prompt service delivery
- Practices clear, correct verbal and written communication skills with our users and service organizations
- Resolves most non-maintenance problems with an accurate knowledge of system procedures and tools
- Demonstrates teamwork with Senior Specialists, the Support staff, and upper management. Communicates and follows through on any job or task assigned by second level support staff in a timely and accurate manner. Keeps management informed of important issues and follow proper escalation procedures
- Maintains a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to help our callers. Practice excellent customer service skills
- Keeps abreast of the latest hardware and software developments offered by Restaurant Systems. Establish a thorough knowledge of the systems and procedures used by all concepts
- Experience using standard word processing and spreadsheet software
- Excellent communication skills - written, oral and telephone
- Strong analytical skills & detailed oriented
- Strong organizational and follow-through skills
- Ability to handle multiple tasks in a fast paced environment while using sound judgment to make accurate, efficient decisions
- Must be flexible to work nights/weekends in a 24 hour/7 days a week operation
- Bachelor’s Degree in Computer Science, Information Technology or related field
Senior Help-desk Specialist Resume Examples & Samples
- Provide customer support, deskside support, network operations and troubleshooting
- Assist with IT asset management, software installation, and testing
- Provide systems engineering, training, VIP support, mobile device support, and after hours support
- Provide OCONUS location support to Guantanamo Bay Cuba and coordinate through the NCR technicians' onsite at OMC
- 7+ years of IT support desk experience
- 7+ years of Windows administration experience
- 7+ years of project management experience (NOT REQUIRED)
- 3+ years DOD experience
- Windows 7 (Experience supporting Classified workstations)
- Active Directory (Manage users, groups, and workstations.)
- Configure network file permissions
- Knowledge of VTC and other video technologies
- Ability to travel to GTMO (Cuba)
- Microsoft Certified IT Professional (MCITP), MCP, or MCTS
- CompTIA Security+
- Some experience with CaseCatalyst 13, Dragon, ForTheRecord (FTR), Concordance Image, TimeMap8, and CaseMap
- Assists with technical support issues and responds to all problems in a timely, courteous manner
- Troubleshoots, isolates, documents, and resolves problems reported by users; organizes problem resolution based on type and severity of outage
- Informs users of progress and recommends method to eliminate multiple calls on previously reported problems
- Identifies problem trends and makes recommendations to management in order to minimize ongoing issues
- Assists with hardware and software installations
- Builds and maintains PC systems; performs quality analysis and follow-up
- Sets-up and deploys company mobile devices; troubleshoot sand resolves mobile issues
- Assists with 1st and 2nd level support after normal business hours for all critical network systems
- Identifies and differentiates between hardware and software problems to assist with problem identification and resolution
- Initiates network troubleshooting and determination of appropriate escalation path
- Communicates accurate technical information to management, support staff and users
- Deploys and troubleshoots issues with VoIP Telephone system
- Resolves and works proactively on virus issues and initiatives
- Responds to a rapidly changing technical environment and the requirements of the user community
- Keeps current and knowledgeable on all corporate approved software, as well as general technological advances
- Manages projects as assigned by the Helpdesk Manager
- 2 - 4 years related work experience, minimum of 1 year experience in microcomputer hardware and peripherals repair and maintenance with previous exposure to a Microsoft network environment preferred
- Provides Help Desk support during routine work hours
- Receives calls from customers, analyzes their needs, enters respective caller details into a trouble ticket system, provides follow-up on unresolved tickets after a designated time frame
- Maintains basic level of technical skills required to provide customer support
- Prepares standardized and specialized reports using the trouble-ticket system
- Assists in preparing standardized procedures to common customer problems
- Provides phone and in-person support to end users on a variety of Information Technology related issues
- Documents and tracks the details of the problem, both status and resolution, within the help desk tracking application
- Follows through and communicates with the user while working the problem and ensures successful and timely completion of the problem
- Provides assistance with division office moves
- Administer user accounts for several different computer systems
- Completes work orders
- One year certificate from college or technical school; or three to five years related experience and/or training; or equivalent combination of education and experience
- Must have extensive experience with Microsoft Windows 7/8 Operating Systems, Microsoft Active Directory, Microsoft SMS/SCCM, Microsoft Exchange 2007/2010, Microsoft Lync, Microsoft Print Services, Microsoft Office 2010/2013, Microsoft Forefront Virus Protection, Citrix Metaframe functionality and ICA clients
- JDEdwards experience preferred but not required
- AS/400 experience is a plus
- Experience with Radmin/VNC/Dameware or other remote connectivity software a plus
- Experience with Zeacom, Capterra, Aspect or other call center IVR software a plus
- Windows phone support
- Experience with Avaya IPO/PBX a plus
- A+ and/or MCICT,MCITP , MCP, MCDST, XP/MCP certifications, Dell Hardware (laptops, desktops and printers) not required but a plus
- Must be able to work in a computer data center or around several running computers
- Must be able to troubleshoot computer components
Mid Level Help Desk Specialist Resume Examples & Samples
- Oversee the daily performance of computer systems and networks
- Respond to requests for technical assistance in person, via phone, electronically. Advise user on appropriate action
- Detects, isolates, documents, quickly reports, and resolves system outages, or problems encountered during operations, which includes the collection of diagnostic data, restoring the system operation, development of workarounds, and other activities necessary for recovery of a system
- Specify users and user access levels for each system
- Diagnose and resolve technical hardware and software issues
- Approve, schedule, plan, and supervise the installation and testing of new products and improvements to computer systems
- Coordinate deployment of workstation software, communications services and equipment, server replacements and upgrades, and other IT changes
- Plan, coordinate and implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure
- Follow standard help desk procedures
- This is a grade/level E02 position which requires a BS Degreeand 2 years OR possess the equivalence of 10 years direct experience in lieu of a degree
- Computer System maintenance and troubleshooting
- Knowledge of system and network performance monitoring
- Knowledge of relevant problem tracking applications
- Comprehension of customer service practices
- Follow processes and procedures for resolving system anomalies
- Problem analysis
- Verbal and written communication skills, including maintenance of detailed problem tracking information
- Must have a current DODI 8570.01-M IAT Level I Certification or must obtain the certification within first 60 days of employment
- System administration experience to include UNIX, Linux, and Windows platforms
- Knowledge and understanding of Enterprise Management Systems to include HP SM9
- Certification from Help Desk International
- IP address management
- Maintain User workstations consisting of Windows 2000/XP, Office 2000/XP/2003. Knowledge of additional software a plus
- Maintain Cisco Routers and switches used for network connectivity
- Use of in house Audio Visual System, to include setup of presentations from external sources
- Setup and maintenance of Phone system
- Provide Web site support and limited connectivity to other JT&E Programs
- Setup/Maintain Office printers/copy machines
- Operate/maintain Defense Message System (DMS)
- Answer Help Desk line and respond to customer requests
- Knowledge of the JT&E Program
- Web page development
- Understanding of Security Procedures for Classified storage and information dissemination
- Brightstor Arcserve Backup
- Cisco Router and Switch Configuration
- Additional Software required by the programs.. Adobe Office Suite (Photoshop, InDesign, Acrobat), Corel Draw, WinZip, Netscape, Symantec Anti Virus/Mail Security for Exchange. * Understanding on Email Gateway configuration as well as Front End/Back End Exchange Configurations
- Oracle Server setup and maintenance (physical hardware, not running the actual Oracle Database)
- Joint duty or active participation in a joint duty assignment is a plus
- Provide first contact and incident resolution to customers for incoming requests and issues related to software, hardware, and business applications
- Diagnose and resolve technical hardware and software issues via phone, electronically, or in person
- Monitor help desk tracking system for new requests, escalate requests when applicable, and assign tasks to appropriate help desk members
- Promote customer self-help capability by creating newsletter articles, FAQs, job aids, technical documentation, and training materials
- Prepare and present training, demos, and drop-in sessions
- Provide documentation for requests, issues, and resolutions
- Propose verbal and written recommendations and solutions to IT issues through research and personal knowledge
- Understand IT project timelines and clearly articulate project goals
- Prepare and report help desk metrics to management
- Research and evaluate new products and technologies that are of interest to the IT department or OSA community
- A Bachelor’s or Associate’s Degree in technology OR equivalent education in related field plus 2 years of hands-on work experience in the IT industry
- Current working knowledge of computers, printers, laptops, Windows OS and common windows applications
- Proficiency in Microsoft Office Suite
- Strong customer service and communication skills
- Ability to communicate effectively, both orally and in writing, and ability to communicate complex technical concepts to IT and non-IT audiences
- Excellent inter-personal skills and ability to work independently and as part of a team
- Two to five years of experience on multiple platforms
- Familiarity with KACE, SharePoint, Checkbox Online, or similar products
- Demonstrated ability to build effective relationships across diverse internal and external groups
- High potential for strong and immediate contributions
- Responding to and diagnosing problems through discussion with users
- Ensuring a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
- Supervising operation of help desk and serves as focal point for customer concerns
- Providing support to end users on a variety of issues
- Responds to telephone calls, email and personnel requests for technical support
- Provides second-tier support to end users for either PC, server, or mainframe applications or hardware
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
- Recommends systems modifications to reduce user problems. - Will respond to moderately complex or non-routine user questions on a variety of systems issues
- Document problems and resolutions through a tracking program
- Supporting shift work
- Minimum one year supporting help desk activities; responding to moderately complex or non-routine user questions on Solaris-, UNIX-, and Windows-based computer systems
- 2+ years related experience
- Experience using a problem tracking program, for example, Remedy or Service Now
- Experience supporting Intelligence, DoD, or DHS Customers
- Experience supporting applications in a virtual environment
- Experience working with an Agile development team
- Basic network engineering and configuration experience
Email Help Desk Specialist Resume Examples & Samples
- High school diploma or equivalent; 2 years of college preferred
- Strong analytical skills and ability to apply those real-time
- Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
- Excellent problem solving and decision making skills
- Excellent oral and written communication skills and interpersonal skills
- Dependability regarding completion of assignments and attendance
- Strong knowledge of customer care processes and techniques
- Dedication to providing exceptional customer service
- Self-motivated to achieve greatness in a fast-paced work environment
- Knowledge of golf and tee times distribution preferred
- Providing remote tier 1 & 2 IT hardware and software support to restaurants, regional office and regional users
- Ensuring IT issues are escalated to the appropriate level IT Support team members when necessary
- Obtaining end-user information and logging all incoming calls and emails into appropriate ticketing system
- Working a dynamic schedule through an on-call rotation process seven days a week
- Ensuring restaurants and regional users are completely satisfied with IT support services
- Serving as point of contact for other members of IT
- Following up on open issues via phone, email or ticketing system
- Attending monthly store visits with local Regional IT Support Specialist/IT Support Manager
- Participating in educational opportunities and obtaining job related certifications
- Have excellent customer service, organization, and communication skills
- Possess strong process management skills
- Understand software, hardware, telephony and connectivity
- Have an A.A. in Computer Science, or an equivalent in education and experience, with six (6) months or more experience in a help desk environment; A+ certification and HDI certification preferred
- Be able to acquire data, multi-task, work independently and focus on objectives while being detailed oriented
- Possess strong problem solving skills
- Have experience with issue management and facilitation
- Enjoy minimal travel
- Previous experience working in a help desk/technical atmosphere required
- Intermediate technical PC skills including knowledge of operating systems, networking, and/or hardware required
- Knowledge of mobile devices and 'shrink wrap' technology preferred
- Must be detail oriented and have strong communication, customer service, analytical and problem solving skills
- Ability to maintain confidentiality is essential
- 2+ years related work experience required
- Associates Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification. Prior Army or Army Recruiting experience is a plus
- Knowledge of ISO/ITIL processes and documentation standards a must
- Secondary certification relative to the Computing Environment (A+, Microsoft)
- Basic Hardware and software troubleshooting
- 2 years’ experience providing PC troubleshooting and desktop application assistance over the phone
- Experience providing end-user computing support for Microsoft Windows XP, Vista, and Windows 7
- Associates degree or equivalent work experience
- Experience using remote desktop technologies to provide remote end-user assistance
- Experience with system imaging technologies and file system partitioning tools
- Experience providing end-user desktop support for Apple hardware and the Mac OS X operating system
- Experience with remote software distribution technologies for Windows operating system. (e.g., AD published MSI files, WSUS, SCCM, Live)
- Previous work experience supporting Microsoft Windows in a corporate or academic environment
- Previous experience supporting Linux desktops
- Previous experience supporting Mac OS
- Recent Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Certified Technology Specialist (MCTS)
Tier, Help Desk Specialist Resume Examples & Samples
- 1+ years of helpdesk/systems experience (Required)
- 1-3 years experience and an A+ certification. Tier 1 support
- A+, Network+, or Security+ certification (Required within six months of hiring)
- Master’s degree and 5 years of experience, Bachelor’s degree and 7 years of related experience, or High School and 11 years of related IT experience
- Must have at least 5 years of experience in providing Help Desk support in an MS Windows environment: Troubleshooting call-in, desk-side, and server-side IT hardware and software problems; developing related procedures and knowledge base; coordinating and performing activities for operating system and server refreshment projects; providing training on newly implemented technologies and systems
- Must be a US Citizen or US Permanent Resident (Green Card holder)
- Must be able to obtain and maintain a US Position of Public Trust
- Microsoft MTA, MSCA, and/or MCSE certifications
- MS-Office Suite expertise
- HP-Service Manager familiarity
- Customer management skills
- VMware familiarity
- Gathers data and provides basic troubleshooting techniques for all computer software and hardware issues
- Ability to apply basic analytical skills and present facts to ensure proper problem determination
- Resolves all basic technical support issues, tracks and documents pertinent information in a timely manner according to Standard Operating Procedures
- Utilizes available tool set to monitor, identify and resolve basic problems
- Escalates issues within Service Level Agreements, follows up and updates customers on status inquires
- Partners with ICT and business contacts and effectively communicates relevant ICT company related matters to ensure rapid resolution
- Emits a positive, enthusiastic service attitude at all times and understands how to handle difficult situations using proper discretion and respect
- Complies with all specified department, unit and Help Desk Best Practices processes, goals and metrics
- General understanding of the various lines of business within the Crawford entity, their function and importance to ensure solutions align with business needs
- Upholds the Crawford Code of Business Conduct at all times
- May be required to be the designated on call person to handle problems after normal business hours/and or during weekends utilizing a pager or cell phone as well as schedule change assignments
- Participates in special projects or performs duties in other areas as requested
- Operate as the first contact for all internal technical support requests via email, phone & in person
- Respond to requests from staff requiring assistance with issues relating to desktop computing and telephony on both Macintosh and Windows (80/20) workstation hardware and software, application support, and connectivity issues
- Full Microsoft Office 365 service administration including; OneDrive, SharePoint, Exchange, Groups, Mail, Calendaring
- Administer file services both locally and in cloud services
- Video conferencing, desktop and softphone configuration and deployment.Inventory and procurement hardware and licensing
- Remote administration via online tools to deploy software applications and technical solutions
- Printer configuration and support
- Assist coordination of office renovations and new builds
- Work as part of an international team of “Solutionators” to provide top tier technical and customer service to our community of incredible staff spanning the globe
- Ensures staff are kept informed of time delays associated with the problem resolutions, the nature of the problem or the volume of outstanding issues requiring resolution
- Meet with IT management on a regular basis to discuss, evaluate, and implement any change to services that may be required
- *QUALIFIED APPLICANTS MUST HOLD APPROPRIATE CITIZENSHIP OR DOCUMENTS PERMITTING THEM TO RESIDE AND WORK IN CANADA***
- Two years experience in customer service / help desk related position
- A+ or Network+ required
- Comptia Security+ required 180 days after hire date
- Bachelor's Degree (or internationally comparable degree) – Preferred
- Bachelor’s Degree (or internationally comparable degree) – Computer Science or a related field - Preferred
- A+ Certification – Preferred
- Experience with Networking Technology – Preferred
- A minimum of 2 years customer service experience in a client service or help desk environment (equivalencies may be considered) – preference will be given to candidates with banking or financial experience
- Working knowledge of the Bank’s core systems, desktop and user applications (Temenos T24, Windows 7, Office 2010)
- Strong experience in ticketing systems (i.e. ServiceNow, Remedy, FrontRange)
- Aptitude for information technology and a strong desire to learn
- Provide end users with quality support by providing first level incident resolution, including moderately complex issues requiring analysis and in-depth systems and application knowledge
- Accurately record all incidents in ServiceNow and escalate where required
- Provide support to Help Desk Specialist I with resolution of tickets/issues
- Administer user accounts and groups, including but not limited to Temenos T24, Active Directory, Exchange, Doxim, Sun GL and WAVE
- Assist with documenting and maintaining knowledge base articles/documentation for support staff and end users
- Assist with relatively simple projects involving Banking Operations, Infrastructure Operations, End User Computing, Application Maintenance Support and Service Management
- Working knowledge of fundamental operations of relevant software, hardware and other equipment (Windows 7)
- Knowledge of service desk ticket tracking applications (Microsoft System Center Service Manager)
- Knowledge of virtual desktop environments a plus
- Knowledge of network printer support a plus
- This position requires a Top Secret clearance, with the employee clearable to SCI w/ Counterintelligence Polygraph
- Experience working in an environment with multiple networks of varying classification
- CompTIA Network+ Certifications
- 1+ year of Help Desk experience
- College Degree in a related field
- Working knowledge of SharePoint
- Microsoft Office/Suite proficient (Access, Excel, etc.)
- Experience supporting a Retail corporation
- High school diploma or general education degree (GED) required
- Excellent customer service, interpersonal, and organizational skills
- Ability to work in a fast paced changing environment
- Good analytical and communication skills, sound judgment, and the ability to work effectively with customers and other IT staff
- Must be dependable, reliability, and a self-starter
- Must be a results oriented, team player
- Excellent decision making and problem solving skills
- Understanding of Windows based applications
- Familiarity with relevant Operating Systems, Microsoft products, and Networking
- Experience with Internet Explorer, Google Chrome, and Mozilla Firefox browsers
- Ability to recognize priority issues and escalate accordingly
- Translate technical terms into non-technical language when working with customers
- Understanding of computer terms and acronyms
- Ability to learn, document, and train new processes and procedures
- Experience with Peregrine Service Center, Heat or similar ticketing systems
- Experience with printers, Desktops, Laptops, Tablets, and other Smart Devices
- Daily work hours - Monday through Friday 9:30AM - 6:00PM
- Bachelors degree in Computer Science or Management Information Systems, or similar discipline preferred
- 2 - 3 Years' experience in providing end user technical support
- Willing to work shift rotations until 9:00PM, Saturday 8:00AM - 2:00PM, and Holiday hours as needed
Operations Help Desk Specialist Resume Examples & Samples
- Demonstrates a technically proficient technical knowledge in the functionality of several of the following products
- Analysis and reconcilement of various reports daily; online banking, funds transfers, etc
- Maintains a good working relationship with bank employees. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization
- Additional duties as required
- 2-5 years: Specialized experience, specifically in banking: operations, retail, branch operations, balancing, reconciling
- 2-5 years: General experience
- Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements at a moment’s notice, sometimes in very stressful situations
- Provide desk-side information technology support to U.S. Army war- fighter customers/users at a military installation
- Must correspond professionally and promptly with co-workers and supervisors, in person, verbally and in writing
- Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others
- CompTIA Security+ certification earned before 2011 with enrollment in their Continuing Education program OR a CompTIA Security+ certification earned on or after 1 January 2011 with automatic enrollment in their Continuing Education program AND at least one additional related computing environment (desktop OS) certification. Examples: MCITP (Enterprise Desktop Support Technician), A+, MCDST, MCP or HDI Desktop Support Technician
POS Help Desk Specialist Resume Examples & Samples
- Good troubleshooting and diagnostic skills are a must
- Basic knowledge of PC hardware, SQL and networking is preferred
- Ability to work some evenings and weekends and to travel to stores
- Must maintain a current, valid driver’s license
- A+ certification or other PC certificates helpful, but not required
- Prior Help Desk Support is also helpful
- Manage small projects and provide technical leadership to Helpdesk administrators
- Provide a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets; maintain proactive and timely communication with customers via multiple mediums (voice, tickets, email, IM)
- Act as a strong technical resource and escalation point for multiple technologies, including Mac and Linux desktop systems
- Extensive Experience as a customer advocate and Technical Lead as part of a global Help Desk staff
- Experience supporting a high tech and software development environment
- 5+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware
- 4+ years experience maintaining Linux operating systems, hardware and packages
- 3+ years experience administering Mac\Windows client operating systems and packages
- High level of competence with Mac OS, Windows and Ubuntu Linux operating systems
- Knowledge of packaging, scripting and automation
- Strong knowledge of networking fundamentals and protocols (DHCP, DNS, HTTP, basic switching)
- Microsoft, Linux and Mac Certifications are desirable but not essential – actual on-the-job experience is key
- Five years’ experience in Information Technology required including at least 3 years of customer service experience in IT
- Journeyman- Possesses and applies expertise on multiple complex work assignments
- Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks
- Perform help desk functions, including tracking help desk tickets, assigning help desk tickets to other organizations, and collecting necessary information to populate help desk ticket fields
- Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
- Provides support to end users on a variety of issues
- Responds to Help Desk calls and tickets. Resolves technical problems. Follows documented procedures and records activities properly in the Help Desk service management system
- Participates in Bank projects including the setup of new branches and the conversion of acquired branches
- Prepares documentation for disgnosing and resolving new problems. Assists in the preparation of new procedures
- Escalates significant incidents and provides periodic updates through resolution
- Updates system access rights on internally and externally operated systems for Bank personnel and contractors. Supports the setup access rights for new hires, transfers and return from Leave of Absence. Disables access rights for terminations and people going on Leave of Absence
- Assists with replacing or repairing failed equipment from time to time
- Performs other duties which may be assigned from time to time
- Bachelors Degree or higher in a Compter Science discipline
- Certification in Microsoft network computing technologies such as A+ or MCP Certification in Help Desk Management -- HDI
- Experience using a Service Managemenmt software such as Remedy, HelpStar/ServicePRO or ServiceNow
- Experience working on a Help Desk
- ITIL Certified or experience in ITIL service delivery
- Provide Tier 1 help desk support for AFRC personnel to report incidents and make service requests for services and applications
- Provide coordination and distribution of outage notices, center wide emails, and overhead paging
- Provide conference room schedule and set up support; coordinate customer audio/visual and room configuration requirements
- Provide assistance with training, outreach, and documentation efforts for end-user services and applications
- Provide Operator service for the AFRC main phone line. Redirect callers as needed to the correct person/office
- Submit tickets in support of on/off boarding of employees
- High school diploma or equivalent (technical school training)
- 1-2 years directly related work experience
- Experience working in a call center environment
- Ability to clearly make announcements via a public address system
- Good communication skills, both verbal and written
- General knowledge of Windows and Mac IT systems
- US Citizenship is required for this role on Edwards, AFB
- IT troubleshooting experience with software and/or hardware issues
- Experience utilizing a help desk ticketing system
- General knowledge of Microsoft SharePoint
- Troubleshoot, resolve or escalate problems or incidents correctly and document all of the foregoing
- This role will primarily be taking remote access and non-clinical calls for the help desk
- Typing skills 25+ words per minute
- Able to spend considerable time on the phone
- Ability to install/configure “off the shelf” applications
- Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.)
- Responsible for providing the first-line of telephone technical support of hardware, systems, and software applications for customers and/or employees
- Answers questions about installation, operation, configuration, customization, and usage of assigned products
- Applies diagnostic techniques to identify problems, investigate causes and recommend and implement solutions to correct common failures
- Provide remote support and trouble shoot issues with customers to resolve issues
- Escalates complex problems to higher level of expertise within organization
- Previous computer technical support experience preferred. A+, MCP, Dell or other industry identified certifications are preferred but not required
- Active Directory, Expert
- Microsoft SharePoint Services, Expert
- Microsoft Exchange, Expert
- Microsoft Office Communication, Expert
- Microsoft Unified Communications, Expert
- Use of a variety of resources including co-workers, support teams, knowledgebase, etc. to resolve customers’ technical issues
- Provide excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment is a must
- Explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications
- Be able to quickly learn support skills for new applications
- Effective time management and project management skills are expected
- Scope of support may be limited to a specific subset of calls
- Must maintain a positive and supportive attitude while working in a fast-paced and continuously-changing environment
- Have an upbeat personality as well as a proven balance of outstanding customer service/focus and strong technical expertise to be able to provide an exceptional customer experience
- Previous call center/phone support experience in a technical/customer support role preferred
- Ability to work well independently as well as with others in a team-based environment
- Knowledge or experience in remote access, multi-factor authentication (RSA) and/or mobile device management (AIRWATCH) and Windows 10 is also helpful
- H.S. Diploma / GED and 4+ years of experience in an IT or call center environment and 2 years of experience in a customer service position; OR Associate's degree with 2 years of experience in an IT or call center environment or a Bachelor’s degree
- Provide customer event support in a fast-paced environment with minimal supervision
- Maintain logs, records and files
- Develop, draft, write and edit reports and briefs
- Provide end-user support
- Prepare and/or maintain documentation, procedures and methods, including user references
- Escort personnel during events
- Excellent verbal and written communication skills in language to be supported
- Experience in troubleshooting in a technical environment
- Software and hardware knowledge of computing, storage and peripheral devices
- Understand the customer to be an advocated for the customer
Help Desk Specialist Lognet Resume Examples & Samples
- Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside
- Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product
- AA or equivalent + 0 yrs experience
- Must have an active Secret Clearance
- Must have an IA Level 2 (Security + CE) certification
- Provide support for the Executive Office for Immigration Review
- Troubleshooting and ultimately resolving end user issues via phone or in person
- If unable to diagnose the problem in a timely manner and/or the problem requires physical interaction the issue will be escalated to another support tier
- You will open, track and close issues utilizing the Service Manager ticketing system as well as ensure that the issue is resolved in a timely manner and provide updates throughout the process while you are working this issue
- Customer service experience is highly desired as this is a highly used skill set for the position
- Completing common work orders
- Address and resolve basic incidents and requests
- Dispatching work orders
- Log all incidents and requests
- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
- Engages other Help Desk resources or appropriate IT resources to resolve incidents that are beyond the scope of their ability or responsibility
- Provide phone support
- Customer Service Skills
- 4-year Bachelor Degree
- 2-years Call Center experience
- Answer and respond to customer phone calls and emails
- Create and manage tickets in Remedy
- Resolve users’ issues; primarily related to email, account passwords, network connectivity as well as requests for information
- Create SOPs and other documentation as needed
- Provide first level problem resolution on the telephone with users
- Walk the user through a series of steps to determine problem and classify level, priority and nature of problem
- Dispatch field engineers from appropriate team to diagnose problem and/or problem requires physical interaction with end user
- Open, track, and close trouble tickets
- Track activities of field engineers to whom tickets were assigned
- C4I Systems Helpdesk Specialist will support a high-volume Naval Command, Control, Communications, Computers, Intelligence (C4I) Service Center
- He/She will perform basic troubleshooting methods to remotely isolate Fleet problems from a system level perspective to a sub system resolution
- Candidate will document precise details of system problems for analysis by Tier II or Tier III support elements
- He/She will also perform Service Center Trouble Ticket status checks with both internal and external customers
- Candidate will process user account access applications for higher level review and approval
- He/She will perform password resets as required
- He/She will be expected to work independently to solve problems quickly and completely
- Candidate will be on-call over weekends on a rotational basis with other team members and may be required to work extended hours, as needed
- An Associate's degree from an accredited institution in engineering, information technology, or a related technical field is a plus
- A valid High School diploma or GED and at least three (3+) years related experience in information technology and/or C4I systems support is required
- Must be professionally proficient with Microsoft Office and other common business software applications
- Must be knowledgeable of standard network security and information assurance concepts, practices and procedures
- Prior experience as an operator, systems administrator, or maintainer supporting Naval C4I systems and subsystems (Global Command and Control System Maritime (GCCS-M), OR Naval Tactical Command Support System (NTCSS) is highly desired, but not required
- Familiarity with the Remedy AR Help Desk tick generation software is also desired, but not required. Current DoD 8570 baseline certification, equivalent to IAT II (or higher)
- Examples include: CompTIA Security+, GIAC Security Essentials Certification (GSEC), and ISC2 System Security Certified Practitioner (SSCP)
- Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists
- Must have an active Secret clearance
- Must have an IA Level 2 - Security + CE
- Escort non-ManTech personnel supporting ManTech IT equipment/services
- Utilize McAfee e-Policy to Encrypt workstations
- Write and edit knowledgebase articles for both end users and technical analysts to resovle common issues
- A+, Security+ or Network+ Certification
- Provide first-level remote IT services or assist in the delivery of higher level services to our customers Properly enter all calls into the helpdesk system
- Ability to use remote desktop applications to troubleshoot end user PC related problems
- Take ownership for customer problem resolution Possesses working knowledge of customer support business and technology processes: Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. Identify customer-training issues on standard and non-standard products
- Able to contribute to technical discussions with other team members and contributes to the decision-making process
- Able to demonstrate proficiency with Helpdesk tools, Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices Able to demonstrate basic hardware and software trouble shooting skills
- Good problem solving and critical thinking skills
- Organizational skills and ability to attend to details
- Ability to travel as required
- 0-5 years in a technical customer environment Call Center experience preferred
- Retail or financial service industry experience is a plus
- Excellent verbal and written communication and interpersonal skills; attention to detail and accuracy; along with time management and organizational skills
- Ability to work independently and as part of a team to meet deadlines
- Experience with Windows 7/10 Operating Systems and MS Office 2007/20102013
- Strong experience troubleshooting, supporting deploying Windows Workstation
- Experience with Active Directory to register CAC certificates
- Experience with account creation and Outlook
- Ability to document, research, identify and solve technical problems on initial call and/or triage where appropriate for resolution
- Must be able to support and troubleshoot both classified and unclassified networks
- Strong customer service experience
- DoD 8570 Certification at start of position
- Demonstrated excellent written and oral communication skills
- Familiarity with Windows 7/10 workstation OS image creation/deployment
- Supporting Outlook messaging issues
- Responsible for providing Service Desk services that support users by addressing events, user incidents and requests either by responding and resolving them internally within SENS3 or by transferring responsibilities to external service providers to assist in resolving them, while continuing to proactively monitor and assist in resolving them on each user’s behalf
- Assist users at remote sites in configuring equipment to allow them to access HSDN and C-LAN networks and applications; and provide in-person support to resolve trouble tickets that cannot be resolved remotely
- If travel is required, it must be approved by the Government
Software Licensing Help Desk Specialist Resume Examples & Samples
- Ensure accuracy of orders submitted through the router
- Analyze product mix on orders and/or quotes and makes upsell and cross sell recommendations as appropriate
- Assist with Software Assurance Benefits (SAB) activation calls and walkthroughs on Microsoft’s Volume Licensing Service Center (VLSC) site
- Participate in campaigns focused on driving upsell goals
- Enter all anniversary orders into SPS within Microsoft time lines
- Provide Licensing Specialists with information that supports achievement of
- On-time Renewals and True-ups
- Support software licensing specialists and account managers with operational and administrative tasks associated with licensing tasks
- Respond to email or phone inquiries from Account Managers and Account Executives
- Become a subject matter expert for all assigned software and order processes
- Continuously identify opportunities for process development and improvement
- Responsible management of accuracy for all assigned software orders
- Respond to all Select Plus Proration Requests utilizing Microsoft Proration Tool
- Provide quality assurance by checking and ensuring all steps for software agreements are followed
- Proactively manage the Select/Select Plus annual payment orders
- Handle order escalations with internal departments and vendors
- Submit Microsoft Licensing Statement (MSL) requests
- Handle inbound Microsoft Inside Territory Manager (ITM) requests
- Handle Next Generation Volume Licensing (NGVL) requests
- Assist with EA Workbook and True Up Worksheet builds
- Create Microsoft contracts upon request
- Provide guidance to sales on quotes and opportunity pricing based on established pricing structures
- Engage with internal departments such as Purchasing, PPM, Finance and the Bid Desk to assist in the completion of daily operational requests
- Effective management of software practice tools
- Act as escalation point for all contractor requests
- Achieve necessary certifications in assigned license programs as needed
- Associate’s degree in Business or equivalent experience
- 2-yrsexperience with MS Office applications (Word, Outlook, PowerPoint)
- 2-yrs customer service experience
- Proven track record of high satisfaction ratings from project stakeholders
- Strong internal and external customer focus
- Committed to building and maintaining strong working relationships with management and staff
- Demonstrated strict attention to detail, accuracy and completeness
- Ability and willingness to conduct research and learn new systems/reports
- Well organized with the ability to prioritize project work
- Must work proactively and manage multiple tasks
- Proficient with Microsoft Outlook, Word and Excel in addition to basic computer knowledge
- Good communication skills with internal and vendor stakeholders
- Maintain positive working relationships with management and staff
- Experience in similar role
- Provides first line of support and problem resolution for technology products or applications
- Analyzes simple to moderate issues and determines appropriate technical area or vendor to resolve problems
- Actively uses and updates the knowledge of product in order to resolve issues. -Understands and desires to meet individual and Service Center goals
- Basic experience troubleshooting PC hardware & iPads
- Customer Service experience specific to phone support
- Active Directory experience resetting passwords is a plus
- Provide remote support using Bomgar
- Provide tier 1 phone support for all corporate and field employees (1,400 properties)
- Troubleshoot Windows 7
- Troubleshoot PCs, laptops & iPads
- Troubleshoot Dell, HP & Lexmark printers (connecting to the network)
- POS Support (training is provided)
- Resetting passwords using Active Directory
- Heat is the current ticketing system
- This group receives roughly 500-600 calls daily
- There is anywhere from 5 to 9 agents working on the desk at a time
- Ability to work in fast paced environment
- Good analytical and communication skills
- Dependable, reliable and self starter
- Results oriented self starter
Associate Help Desk Specialist Resume Examples & Samples
- Knowledge and experience in desktop support and be able to the JWAC environment
- Provide support, maintenance, deployment, and enhancement to the desktops, servers, printers/peripherals, and network infrastructure
- Support the provisioning of service desk/help desk support during the working hours of 0700-1600 Monday through Friday
- Lift and move equipment weighing up to 50 pounds
Help Desk Specialist, Junior Resume Examples & Samples
- 2 years of experience in a professional work environment
- 1+ years of experience with IT or computer information systems
- Experience with resolving Tier 1 and Tier 2 help desk trouble tickets
- Experience in working with Microsoft Office
- Knowledge of networking concepts and technologies
- Experience with using a ticketing system, including Remedy and supporting Windows and Linux administration
- Knowledge of the architecture and terminology used in enterprise–scale IT environments
- Knowledge of the DoD Enterprise Service Management Framework (DESMF)
- 3 years of experience in a professional work environment
- Ability to perform hardware and operating system troubleshooting
- DoD 8570 IAT Level II Certification or ability to obtain within 90 days of hire
- Experience with working for or providing support to the DoD
- Experience with DoD programs and initiatives
- Experience with using a ticketing system, including Remedy
- Experience with supporting Windows and Linux administration
- Experience with supporting networking and security hardware
- High School Diploma or equivalent (GED) is required. Additional certifications may be required
- One (1) year Information Technology experience, including work experience in customer service is required
- Knowledge and understanding of how technology can be applied to provide advanced system support
- Advanced knowledge of PC hardware and peripherals associated with applications
- Effective communication skills, ability to read and follow instructions accurately, timely and effectively
- Excellent customer service skills and the ability to work with all levels within the organization and working within a team
- Ability to perform daily work activities of the position assuring prompt and effective response to customer needs
- Proficient in analysis and problem solving, ability to assess customer needs and determining appropriate solutions
- Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies
- Solve Customer problems over the phone (software installation, networking, etc.)
- Provide support to internal/external sales personnel, resellers, and end user customers
- Set up and maintain data bases for customers and resellers in back office systems
- Accomplish tasks without considerable direction and /or supervision
- Proficiency with Microsoft Excel, Microsoft Office, and data bases
- Knowledge of network operating systems and network setup
- Strong telephone communication skills
- Excellent phone support and troubleshooting
- Prior work experience in Help Desk Support, Customer Service and or Technical Support environments
- Prior administrative experience, with an emphasis on working with databases
- Preferred: Advanced Networking skills would be a plus
IHT Help Desk Specialist Resume Examples & Samples
- Provide general interpretative guidance on the OPM handbook, Tiered Investigation Guide, and subsequent clarifications, and their application to field investigations, including coverage
- Determines whether additional scheduling of investigative item(s) is necessary according to established guidelines, parameters, and standard operating procedures
- Provide guidance on reporting investigations into and navigating FWS, PIPS, and CMS systems
- Assist the field investigators in reworking deficient cases
- Proficiently use the Internet to research addresses and phone numbers and will be able to provide guidance and tips regarding specific geographical areas
- Regular and punctual attendance during assigned working hours
- Ability to provide timely responses to inquiries
- Assist internal and external customers in the sale and support of products and services
- Provide technical assistance and support to clients relating to use, operation, and maintenance of equipment
- Review blueprints, plans, bills of material, and other customer documents to ensure salability and proper integration of equipment
- Issue return authorizations and manage the return materials process including failure analysis and coordination of vendor returns of non-conforming product
- Assist QC and Product Development in testing and validation of existing and new products
- Assist the Department Manager in maintaining the item master database as directed
- RMA / Quality Control Clerk functions - creating and communicating Returns to customers and processing returns when they arrive at the facility
- Product testing and validation of returns and products
- This will be the primary function of the position
Lead Help Desk Specialist Resume Examples & Samples
- Responsible for documenting, creating and following policy & procedures
- Function as a mentor for Help Desk Specialists providing training and guidance for complex desktop issues
- Project management of PC related projects
- Contribute towards driving future desktop platform & service
- Resolve Level II and advanced level PC problems
- Build and test all OCC desktop images (physical & virtual) and write related documentation
- Document all PC software and hardware procedures
- Write and maintain all PC (physical, virtual and application) related baselines
- Provide management with weekly status report
- Refer major hardware problems to service personnel for correction
- May provide dedicated PC support for departments and special projects (application testing and implementations)
- Perform on-site support PC support for all scheduled Disaster Recovery tests and emergency situations
- Resolve any/all open Disaster Recovery issues prior to next scheduled Disaster Recovery test
- Represent PC Administration in project turnover meetings
- Installation and replacing end user IT workplace equipment (pc’s, smartphones, printers, collaboration tools)
- Support managing local servers and networks in collaboration with global IT teams
- Processing and taking ownership of tickets from customers
- Administration of IT assets (hard- and software)
- Training and education of users in relation to IT workplace and collaboration tools
- Contributing to improvement of IT services and knowledge databases
- Supporting local applications (where applicable and in line with global policies)
- Following (internal and external) audit requirements
- Being specialist or expert in one or more relevant IT areas
- Responsible for support customers regionally or globally in their area of expertise
- Mentoring colleagues and/or students in the team
- Establishing good relationships with business users in all levels and within the SCA IT community
- Minimum of Associates Degree
- ITIL Certification preferably
- Two plus (2+) years experience of service desk
- Hours:10am-7pm (CST) or 8am-5pm (PST)
- Knowledge of Office, Office 365, and Windows Software
- Customer oriented
- Structured and organized
- Communication skills
- Sense of urgency/stress resistant
- Training and presentation skills
- Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed
- Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution
- Assists less experienced staff in developing appropriate responses
- Must have an AA or equivalent + 0 yrs experience
- Must have experience with Call Tracking System & Customer Service
- Nice to have BMC Remedy, AMC C2 Systems, & Tier 1 Help Desk
- Required Certifications: A+, Network +, or Security +
- Provide desk-side support and assistance when needed
- Assist users in maximizing use of networks and computing systems
- Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
- Understand and comply with all elements of the Promega Quality System outlined for the position
- Able to work effectively under minimal supervision
- Able to communicate in a friendly and effective manner with non-technical and technical people
- Excellent problem-solving, interpersonal, verbal and written communication skills
- Ability to maintain patience, a customer-friendly attitude and work in a team environment
- Ability to maintain a safe and clean working environment
- 2 years work experience in a similar environment
- Frequently required to sit, stand, walk, talk, hear, bend and reach
- Identify, research, analyze, diagnose, resolve and close service tickets in a quality and timely manner
- Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity
- Troubleshoot technical problems with Local Area Networks & Wide Area Networks
- Provide Tier 1 support for Cisco unified communications applications such as Call Manager & Unity Connection
- Engage vendor support for issues requiring product support
- High School Diploma required; Associates Degree in Information Technology or related, preferred
- 1+ years of customer service or technical support experience. Technology Services or Managed Service Provider industry experience preferred
- Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications, and wireless networking
- This position will be under general supervision, responsible for receiving all user comments, questions, and complaints about software and systems utilized by the client
- Support will be performed via telephone and remote system log on
- This individual shall be capable of understanding the use of the application from a user perspective and capable of implementing software and hardware repair via remote log on
- Ability to communicate clearly to a wide spectrum of users is required
- Assists in solving problems within general guidelines, and applies a wide range of techniques and resources to detect, identify, and compensate for or eliminate problems
- Monitor service delivery and service support to ensure timely IT support services to the user community located in the National Capital Region, and various remote and contingency sites
- Follow escalation procedures for resolving IT issues at the appropriate level of experience (i.e., Tier 1, 2 or 3) and providing appropriate and timely notification to Government representatives for awareness and resolution
- Answer and respond to calls from the TM and/or ATM for urgent requirements and priority support
- Give a prompt and professional response to user requests and resolution of incident tickets
- Provide useful metrics and support the creation of reports that track call data, incident management performance, and problem management performance
- Provide one-on-one, desk-side help
- Maintain Remedy database for users to communicate with the service desk in order to provide real-time technical assistance, information to promote customer awareness, and customer driven problem resolution
- Provide Level 1 support for UNIX applications, Solaris 9 & 10 administration
- Experience working with fax machines, computer software and telephone technology
- Required Certifications: A+, Network+, Security+
- Must have or be able to obtain a Secret Clearance
- Act as a team lead and work with members of the Help Desk Senior Staff to oversee daily operation of Help Desk Desktop and Infrastructure Support teams, including
- Maintain schedule for Help Desk Desktop and Infrastructure Support Staff to ensure appropriate coverage
- Monitor daily phone and system reports to ensure the staff is performing their job responsibilities
- Ensure the appropriate escalation process is followed to achieve proper resolution of the problem
- Identify system wide issues and escalate, if necessary, and follow up on issues to be sure all parties (support teams and customers) are informed and kept up to date
- Provides computer related hardware/software technical phone support and guidance for all of FMCNA employees. Responds to customer calls and questions, identifies, researches, and troubleshoots the issue, determines appropriate action and carries out solution or escalates to management
- Utilizes knowledge of computer software/hardware, resolves intermediate to highly difficult problems
- Researches and evaluates technical information and online departmental procedures for problem resolution. Recommends procedure changes and updates procedure manuals as required
- Monitors the centralized tracking system and resolves issues. Monitors emails sent to Help Desk Senior Staff Team. Researches and analyzes management reports. Determines strategies to streamline the process and reduce calls. Make recommendations to management
- Tracks Help Desk calls from start to completion and provides 24/7 on-call escalation support
- Develop and maintain troubleshooting scripts to be used by the Help Desk Desktop Team, to allow for ongoing training and sharing of job knowledge between the team members
- Assist with various projects as assigned by direct supervisor
- Must have excellent communication skills – verbal, written and auditory
- Effective collaboration skills between various levels of Support within the IT Organization
- Efficient and effective documentation skills
- Must be able to work flexible hours, some holidays and weekends
- Overtime may be required including nights, weekends and holidays
- Must be able to work in a fast-paced team-oriented environment
- Must have good technical aptitude and be a quick learner
- Ability to deal professionally with high volume and high stress situations
- Proficient with Microsoft Office and other software
AP Help Desk Specialist for Fortune Company Resume Examples & Samples
- Evaluating vendor invoices and determining status
- A minimum of an Associate’s degree with 1 year business experience; OR a High School diploma with 2+ years business experience
- Experience working in an Accounts Payable or customer service role
- Experience working with Microsoft Office suite
- Experience working in a publicly-traded company
- Seven (7) or more years engineering experience in the design, development and implementation of Microsoft Windows Enterprise Systems to include developing and testing software solutions; analyzing system performance standards, analyzing systems flow, data usage and work processes; conferring with users and management to derive system requirements; problem investigation and resolution
- Engineering experience with Microsoft Active Directory to include: Granting privileged Access, Configuring Active Directory Directory Services (ADDS), Group Policy Objects, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), File Sharing services, Active roles Server (ARS)
- Intermediate or advanced PowerShell scripting
- Experience installing, configuring, upgrading and migrating Microsoft Windows 2012 R2 servers
- Experience providing Tier 3 support in an enterprise level, globally distributed environment. SYS ADMIN LEVEL II preferred
- Experience creating quality Detailed Design documents, Test Plans, Implementation Plans and Standard Operating Procedures
- Demonstrated aptitude for learning and rapidly mastering new applications and technology
- Excellent organization and communication skills, both written and verbal
- Proven ability to multi-task and to prioritize rapidly-changing task assignments
- Windows Server 2013
- SCOM/SCCM Integration
- Design and/or implementation of enterprise-wide virtualized systems using Citrix and/or VMware technologies
- Dell Quest tools: Change Auditor, Identity Manager, Total Privilege Access Manager, GPOADmin
- Provide support for items such as
- Operating system and internet browser issues
- Desktops, laptops, mobile devices, printers, scanners and other hardware
- Provision general account administration activities
- Utilize an incident tracking system to accurately create, work, and resolve tickets
- Communicate with supervisors, peers, and end users to effectively solve issues
- Providing effective and professional communication
- Ability to follow detailed procedures under stressful conditions
- Availability to work flexible hours in a 24x7x365 environment
- Teleworking capability strongly preferred (must have home work space, high-speed Internet, and compatible Windows computer)
- Excellent Customer Service skills
- Proficiency in Microsoft operating systems
- Troubleshoot user e-mail issues, internal applications, security issues, and desktop hardware/software errors
- Troubleshoot, or escalate issues as appropriate, in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved
- Provide support for desktop and mobile devices as well as application system environments locally at the Help Desk or remotely if needed
- Utilize excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of help desk procedures, products and services
- Work proficiently with minimal daily guidance
- 1+ years experience in a technical support role in either a corporate or retail environment
- 1+ years of experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems
- 1+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
- 6+ months proven experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud or equivalent
- 1+ year experience working with a ticketing system such as Asana, Remedy, ServiceNow, Zendesk or equivalent
- 3+ years experience in a technical support role in either a corporate or retail environment
- 3+ years of experience in support and troubleshooting Windows and Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems
- 3+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
- 2+ years experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud or equivalent
- 3+ year experience working with a ticketing system such as Asana, Remedy, ServiceNow, Zendesk or equivalent
Encompass Application Help Desk Specialist Resume Examples & Samples
- 1) Paperless support to all branches
- 2) Paperless training material
- 3) Assist Senior Encompass Application Specialist
- Assist with managing the Paperless e-mail inbox
- Create and maintain binders for paperless project
- Post all paperless announcements to Company Intranet
- Create and update paperless reports with information regarding Branches that are taken live
- Attend IT meetings regarding the paperless project
- Create and maintain Business Rules binder
- Update Encompass Banker user guides, tutorials, and Power Point presentations as directed
- Assist team members with general and specific Encompass questions
- Provide backup support for Passwords
- Coordinate with the Training Department to keep them updated of any relevant changes regarding paperless training materials
- Assist the Senior Encompass Application Specialist. This includes, but is not limited to
- Provides technical support for desktop, departmental, and mainframe hardware and software computing issues
- Escalates problem incidents and assigns inquiries to management and/or other teams as appropriate. Provides clear and complete descriptive information regarding the nature of the problem
- Provides ongoing training and direction to first level support staffing with attention to triage/communication improvements
- Monitors trends to identify any major system problems and uses professional judgement combined with established protocols to set priorities. Provides a comprehensive assessment to all Information Technology teams to prevent system outages and/or to facilitate problem resolution
- Assigns, maintains, configures and monitors user and work group accounts on all applicable platforms. Ensures completeness and accuracy of information, and confirms appropriate authorization
- Responsible for computer system sign-on access privileges including account creation, activation, maintenance, and deletion
- Resolves problems with account access privileges on request
- Communicates Information Technology policies to the user community, including, but not limited to, access, procurement, installation, and support
- Communicates with users to ascertain that requests/problems are resolved and that users are satisfied with the resolution. Initiates and follows up on any additional required action
- Conducts informational/educational sessions for user community both in group and individual sessions
- Contributes to the development of Help Desk standards, procedures, and policies. Contributes to the design and implementation of all Help Desk systems to provide a high quality, responsive service that facilitates problem reporting and resolution
- Effectively markets Information Technology by developing and maintaining positive working relationships with physicians, department managers, support staff, and department colleagues
- Maintains state-of-the-art technical knowledge to support an increasing inventory of desktop, departmental, and mainframe software and hardware products
- Actively participates in team meetings, bringing forward challenges and offering solutions for the users' working environment
- Contributes to strategic and tactical planning of Help Desk services
- Contributes to publications regarding User Services
- Develops and maintains departmental software including table maintenance and knowledge bases
- Carries pager during scheduled work hours and responds to pages in a timely fashion
- Works independently, reporting to the Help Desk Team Leader and the Associate Director on a regular basis
- Works a flexible schedule when necessary
- High School Diploma or equivalent (GED) required. Additional certifications may be required
- Work experience in customer service and/or Information Technology is preferred
- Basic knowledge and understanding of how technology can be applied to provide standard system support
- Basic knowledge of PC hardware and peripherals associated with applications
- Basic analysis and problem solving skills to assess the customer needs and determine appropriate solutions
Help Desk Specialist Tier Resume Examples & Samples
- Provide phone, email, and help-desk support for local and off-site users
- Manage and monitor problem ticket treads. Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions
- Maintain a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance
- Maintain and monitor all incidents records within the ticketing system and provide assistance in their resolution when reviewing incident records
- Document customer requests in call tracking system and record the action(s) taken and follow up on deferred actions
- Keep customers informed of progress and status of calls/tickets
- Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
- Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate
- Resolve all customer calls/issues within 20 minutes timeframe or escalate the call or ticket to the appropriate queue/group for resolution (Tier 1, Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, and Audio Visual Support)
- Respond to and diagnose problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps
- Provide assistance and participate on new project(s) testing and deployment/delivery
- Ensure all staff respond to customers in a friendly and professional manner
- Ensure that all responses given are technically accurate
- Provide 2nd level escalation support to the Tier 1 Help Desk
- Provide remote and on-site troubleshooting for hardware and software support
- Resolve Call Center Tech Support tickets and provide desk-side support to the rest of the Civil Division customers
- Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third party software
- Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system
- Work with VIPs, providing a “white glove” service where necessary
- Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors
- Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted
- Travel to all Civil Division sites in the Washington, DC National Capitol Region as needed for break/fix tickets
- Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort
- Participate in project deployment
- Coordinate the logistics of and conduct the movement of assets and equipment to various Civil Division facilities when needed
- Maintain an organized resource/hardware Government furnished storage room(s). The Government shall give the contractor many resource/hardware items, and it is expected that the contractor keep track of all of it, and will be able to quickly retrieve an item from the storage room(s)
- Interfaces with multiple levels of end users; residents, departmental staff and management, and departmental/campus technical staff
- Participates in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends
- Performs quality monitoring for team in order to ensure quality service and customer satisfaction, and that business objectives are achieved
- Three years of experience as a coordinator in an information technology support environment
- Technical or bachelor's degree in related field
- Experience in building relationships with end-users, software developers, and IT support teams
- Excellent interpersonal and communication skills, both written and oral
- Ability to multi-task and meet critical deadlines while in a fast-paced environment
- Technical writing/user documentation experience
- Previous supervisory or team lead experience in a call center or customer service related function
- Experience in supporting Windows OS, Mac OSX and Linux
- Experience troubleshooting Client/Server applications and Ethernet/Internet connectivity
- Experience in the installation and configuration of operating systems, software applications and network clients
- Answer incoming queue calls and voicemail messages, using department procedures
- Utilize the helpdesk electronic ticketing system, Track-It, according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests
- Configure and troubleshoot Windows 7 in a Microsoft network environment on both desktop and laptop computers
- Provide first-line support and resolution of all data/voice system problems and requests
- Resolve at least 70% - 80% of all calls received, and to coordinate escalation procedures to the appropriate Information Technology staff and/or vendor(s) for those requests that cannot be resolved over the phone
- Provide desktop support at San Diego locations, including troubleshooting PC hardware/software, and network printers
- Interact and collaborate with other staff regarding requests, problems, updates, and resolutions
- Create and manage user accounts, the administration of shared resources, and group membership within a Microsoft Active Directory network operating system environment
- Create and manage user accounts in Google Apps Enterprise portal
- Administer AS400/Client Access user accounts and resolve MS Windows related printing issues
- Follow escalation procedures for situations which require a Helpdesk Supervisor or Helpdesk Manager to become involved
- Notify Helpdesk Manager and Helpdesk Supervisor of any changes within Information Technology that may cause a change in escalation, major outage, server issue, major move, and/or staffing issue
- High school diploma or equivalent required, Associate’s degree from a technical school, or similar technical training, along with a minimum of two years total experience in helpdesk related role(s)
- Strong knowledge of technical equipment and common software packages
- Advanced user-level hardware and software skills, including MS-DOS, Microsoft Windows (7, XP, Vista, Microsoft Office (2003, 2007), Microsoft Access, Microsoft Outlook, Microsoft Internet Explorer, Norton Anti-virus
- Intermediate Networking skills
- Fundamental knowledge of mainframe computers, and Telephony
- Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques
- Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment
- Excellent verbal and communication skills required
- Passionate about delivering excellence in customer service within a team environment
- Ability to read, analyze, and interpret general business/technological periodicals, procedures, and journals
- Ability to write procedure manuals
- Ethical, with a commitment to company values
- 2-3 years: The incumbent in this position typically will possess 2 - 3 years previous related experience
Entry Level Help Desk Specialist Resume Examples & Samples
- Troubleshoot and provide excellent first contact customer service support to our end users for questions, problems or issues related to; hardware, software, business applications and networking
- Contribute positively to our customer service, incident, and request service level agreements
- Coordinate escalation and resolution of technical issues with IT teams
- Document, develop, and contribute to ongoing IT process improvement
- Support access provisioning efforts in a dynamic IT environment
- Provide support for key business projects
- Participate in coaching and training for other team members
- Commitment to individual goals by completing ongoing training and development
- Create a positive and professional work environment
- Perform responsibilities within established SOX and Security compliance criteria
- A four year degree is required or a high school diploma with 3 years of customer service experience with a displayed aptitude for IT achieved through such efforts to include be not limited to: volunteerism, coursework, vocational training, school clubs, etc. is required
- Service Desk/Help Desk experience is preferred
- Availability to work alternative shifts (hours of operation 7:00am-7:30pm) is required
- Strong customer service, communication, and follow-up skills are fundamental to your success in this role
- Ability to work independently and in a dynamic environment is also of value
- Monitor, support and troubleshoot the IT infrastructure for operating issues involving failures, degradation and event correlation using various software and hardware monitoring tools
- Work with internal and external clients via the phone to resolve basic problems
- Perform troubleshooting and problem resolution for all types of the IT infrastructure as assigned - hardware, software, telecommunication, business application, customer connectivity, etc
- Escalate more complex problems to senior staff members
- Follow detailed technical documentation and standard operating procedures to perform various responsibilities
- Answer internal or external users' inquiries regarding computer hardware and software to resolve problems
- Configure and set up of workstations and laptops
- Participate in troubleshooting and quickly arrive at workable solutions, advise other on resolution and solutions in issues
- Enter commands and observes system functioning to verify correct operations and detect errors
- Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
- Read technical manuals, read trade magazines and attend conferences and seminars to maintain knowledge of software
- Perform the system backups by initiating nightly and weekly backups
- Refer major software problems or defective products to development departments
- Inspect equipment and read order sheets to prepare for delivery to users
- All other duties as assigned
- 5 years experience in a call center or helpdesk environment is preferred
- Communication skills, particularly phone skills
- Interpersonal skills
- Ability to work in a fast paced high volume work environment
- Knowledge of Microsoft Windows and Office Platform (MCP preferred)
- Knowledge of MacOS, TCP/IP, XML,FTP, Webex, Internet Explorer, Microsoft Active Directory, Microsoft Exchange 2003, Captaris RightFax
- Team Player
ATM Help Desk Specialist Resume Examples & Samples
- Analyzes moderate to complex issues and determines appropriate technical area or vendor to resolve problems
- Maintains written documentation for each call; escalates complex problems to the next level of support as required by documented procedures; communicates efficiently and effectively with customers
- Responds to customer calls, e-mail, chat, and other request tools for technical support
- Understands and desires to meet individual and Service Center goals
- ITIL Service Management Foundation certification preferred
- At least 2 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
- Ability totype 42 (WPM) Words per Minute or more
- Remote computing
- Server software
- Provide client services and end-user support; respond to user requests and problems; troubleshoot, research, and provide solutions for all issues; implement special projects and solutions as requested by users and department heads
- Install and configure all required applications; research and troubleshoot problems relating to these applications; upgrade all software applications as needed
- Determine image configuration requirements; standardize the setups and user environments of all Macintosh computers where possible
- Create, maintain and update master hard drive images of complete Macintosh system setups, including operating system installations and configuration, application installations and serializations, Client network setup and configuration email setup, printer setup, internet access, and remote access; deploy these images regularly on new and rotated computers using a combination of Apple Software Restore, Net Restore and UNIX command-line scripts
- Facilitate all Apple warranty repairs; maintain Apple Care accounts on all Macintosh computers; handle all relations with Apple, including the delivery and repair of all malfunctioning in-warranty computers
- Maintain and update inventory database of all department computers and computer-related equipment; keep track of all assets, serial numbers, purchase dates, and location of all assets
- Perform weekly (or as needed) operating system upgrades, including applying security patches, updating operating system modules and components, installing bug fixes, and updating virus protection software; optimize and fine-tune all operating system installations for optimal performance, speed and network throughput
- Install, Configure, Maintain and update OSX operating system and application inventory
- Repair damaged or faulty hardware, replace computer parts as needed, perform diagnostic testing on faulty hardware, order all needed replacement computer parts. Serve as liaison between Client and Apple on all covered/warranty issues
- Procure new hardware and software as required; work with internal Client ordering processes to bring assets in based on business requirements
- Provide client support and technical issue resolution in person as well as via email, phone and other electronic means (video conferencing, Client Social Network)
- Provide training to clients in the use of system and applications, referring them to knowledge base and online resources for more in depth answers
- Participate in continual service improvement on operational issues in client compute rsystems
- The ideal candidate will also possess the following skills
- Strong interest in technology, particularly Apple products, and agility at learning new products and features
- Ability to deliver great customer experiences in any environment and to be invigorated by constant personal interaction
- Apple Certified Technician
- Strong communication skills that let you converse as freely and comfortably with smallgroups as with individual customers
- Experience with Apple/PC related creative design, web, print, and video applications
- Proficient with setting up and troubleshooting with remote protocols such as ssh, rdp, vncor sftp
- Experience with Enterprise backup application as well as Time Machine backup
- Experience with Apple Script and Java Script
- Able to promptly answer support related email, phone calls and other electronic communications (video conferencing, Client Social Network)
- Experience with Patch management and monitoring tools
- Proficiency in supporting Apple OS and Windows OS as well as staple applications such as MSOffice, Adobe CC, Apple Mail app
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and are subject to change as technical scope evolves. Additional desired technical qualifications include
- 8 years of experience in a service support environment
- Completion of senior level IT related technical certification/program
- Working knowledge of PC/laptop hardware architecture
- Advanced knowledge of Mac and Windows
- Knowledge of LANs, broadband and remote access technologies
- Knowledge of Client software product installations
- ITIL Fundamentals
- Provide Tier II/III contact and incident resolution to customers with hardware, software, and application problems
- Document incident resolution and status in incident database tools (i.e. BMC Remedy)
- Create and manage user accounts, schedule video teleconferences, and provide remote troubleshooting support to customers
- Provide input and update to standard operating procedures
- Working knowledge of computers, printers, laptops, and common Windows applications
- Act as the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff
- Troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing
- Provide excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment
- Able to quickly learn support skills for new applications is also very important for the Help Desk Specialist to be successful in this position
- Excellent technical troubleshooting and problem-solving skills
- Manage time effectively and manage projects effectively
- Maintain a positive and supportive attitude while working in a fast-paced and continuously-changing environment
- Upbeat personality as well as a proven balance of outstanding customer service/focus and strong technical expertise to be able to provide an exceptional customer experience
- H.S. Diploma / GED and 4+ years of experience in an IT or call center environment and 2 years of experience in a customer service position; OR Associate's degree with 2 -years of experience in an IT or call center environment or a Bachelor’s degree
- Possess skilled abilities to customize an operating system. Ability to install/configure "off the shelf" applications
- Responsible for providing the first point of contact for IT related break-fix issues
- Acts as an advocate for the customer ensuring proper focus is maintained and attention brought to customer needs
- Demonstrates competencies to perform basic identification, evaluation, prioritization, and resolution of issues relating to hardware, software, networking, and other computer related technologies
- Minimum 2 - 3 years prior IT Help Desk experience
- Must have knowledge of ITIL standards for service delivery, service management, and support
- Knowledge of incident management and problem management
- Knowledge of Windows and Macintosh operating systems and peripheral installation and support
- Knowledge of PC networking in a Windows environment
- Knowledge of desktop/laptop/mobile systems and remote support
- Associate's Degree or above required
- Candidate must have experience in an enterprise corporate environment
- Experience with writing SOPs and knowledge base articles needed
- Tehcnical expertise in the area of HP/Dell manufacturer platform to include knowledge of BIOS and driver updates
- Experience with hardware replacement such as hard drives, memory, keyboards on laptops and desktops
- Working experience with replacing and/or upgrading an end user from one system to another
- Must have experience imaging equipment; Microsoft SCCM preferred
- Must have proven track record in a high volume support desk with proven first call resolution
- Ability to utilize remote tools such as remote assistance and teamviewer
- Must have experience with MS Office 2010/2016 with expert knowledge of Outlook
- Strong knowledge of Windows 7 is required
- Candidate will provide technical support via phone and desk side to internal employees ranging from staff to executive level members, a professional demeanor is required
- Typically requires a bachelor’s degree or equivalent and five to seven years of related work experience
- Experience with the TMIP software suite
- Naval shipboard experience
- Must have a DoD Secret security clearance
- 8570 Compliance
- A willingness to work in an energetic, fast-paced, team environment
Junior Help Desk Specialist With Secret Clearance Resume Examples & Samples
- Experience working with organizational functional and personnel
- Experience working with help desk software
- Nice to have experience: BMC Remedy, AMC C2 Systems, & Tier 1 Help Desk
- Assist customers and employees in resolving technology problems in a timely manner
- Support Dell and HP hardware: PCs, printers, scanners, I-phones, networking equipment, virtualization, and other enterprise technology
- Supported software: Microsoft Office Suite 2010, Adobe Acrobat, McAfee Antivirus, Symantec Endpoint Protection, Open Text Document Management (DM), Internet Explorer, Firefox, Blackberry, Good Technology, ITSM and many other GAO applications
- Supported Operating Systems: Windows 7/8/10 and MAC
- Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of technical support specialists to whom the tickets were assigned
- Maintain high level of proficiency with the GAO products and services
- When necessary, interact professionally with third-party vendors to seamlessly provide services for our users and customers
- Comply with established operating policies and procedures in order to maintain adequate controls and to support GAO
- Supports equipment moves/adds/changes
- Support account moves/adds/deletions with in AD
- Produces/maintains SOPs. Develops best practices for processes and procedures (ITIL process environment)
- Provides first and second level contact and incident resolution to customers with hardware, software, and application problems; includes both customer telephone support as well as electronically submitted requests
- Provide rapid response to customers needing immediate assistance
- Attempts to resolve as many incidents as possible: Efficiently escalates incidents to appropriate team when required
- Support mobile devices such as IPhones, IPads, BlackBerrys and Air Cards
- All help desk duties as requested and as needed
- VTC session setups
- Delivery and setup of all IT equipment (computers, monitors, printer, blackberries, etc.) to include AV deliveries and setup
- Education: Demonstrated tech experience. Associate’s degree in technology or Bachelor’s in any field, or the pursuit of such degree, is preferred but not required
- Help Desk Institute or Service Desk Institute certification
- Demonstrated initiative with a strong sense of urgency and purpose
- Aptitude and drive for learning new technology
- Demonstrated success in customer service and relationship building
- Ability to handle multiple tasks and effectively manage assigned workload
- Ability to complete multiple projects simultaneously, and in a timely manner
- Capable of working independently and within in a team
- Good communication skills (verbal and written)
- Ability to work with users of all technological skill levels throughout the hierarchy of the organization
- Must have thorough knowledge of Microsoft Windows and Office software
- Mac, Linux experience is a plus
- Front Range ITSM experience is a plus
- Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs
- Information Technology: 3 years
Related Job Titles
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3 Help Desk Resume Examples - Here's What Works In 2024
As a help desk specialist, you keep the company up and running by providing technical support. your role is to help both end-users and employees troubleshoot their issues with software or hardware. that is why help-desk professions are so important in any organization. do you want to take your resume to the next level check out this guide. we’ll help you create your own help desk resume with three customizable templates and insightful tips. let’s get started..
A help desk is an IT system and the main point of contact between a company and its users. It provides support for both its personnel and customers. Additionally, these systems include self-service resources such as articles and a community channel. They have a contact channel where users can request a help desk analyst to help them solve their issues with products. Employees can also talk to technicians if they need help with setup or networking issues.
Help desk technicians must be proficient at troubleshooting and networking. These are two main things you should mention in your resume. You should also have excellent communication skills and logical thinking to resolve issues efficiently.
According to the Bureau of Labor Statistics (BLS), the majority of entry-level computer support specialists have an associate degree in a computer science -related field. However, some employers will hire candidates with only a high-school diploma and relevant IT experience. You can also include relevant certifications in your resume to stand out.
Most help desks work with support tickets to keep track of the volume of requests and prioritize those with higher urgency. As a help desk specialist, you can work on multiple bulks of tickets with a prioritization approach.
In this guide, we’ll discuss some of the different help desk roles and give you tips on how to optimize your resume. Take a look below to get more insights about each career.
Help Desk Resume Templates
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- Help Desk Analyst
- Help Desk Technician
- IT Help Desk (Entry Level)
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- Keywords for Help Desk Resumes
Help Desk Resume Tips
- Action Verbs to Use
- Related Administrative Resumes
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Template 1 of 3: Help Desk Analyst Resume Example
Help desk analysts assist customers and employees with technical support via email or phone calls. They have a customer service role as well as an IT technician. That’s why it is vital to demonstrate outstanding interpersonal skills in your resume. Sometimes you will be talking to people who don’t have a technical background, so you must be patient and explicative.
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Tips to help you write your Help Desk Analyst resume in 2024
demonstrate your knowledge of help desk software..
Most help desk analysts work with specialized software like Jira to optimize operations. This type of software helps technicians with ticket prioritization and automation. Therefore, it is crucial to mention in your resume that you are familiar with these systems.
Highlight your technical skills.
Some employers might overlook your educational background if you have the right skills and experience. That’s why it is important to put some effort into this section. Include skills like troubleshooting, networking, customer service, etc. It is vital to focus on your technical competencies.
Skills you can include on your Help Desk Analyst resume
Template 2 of 3: help desk technician resume example.
A help desk technician’s primary goal is to improve customer satisfaction by helping them resolve technical issues with the organization’s product. That’s why your resume should be tailored to the IT industry. They will also assist employees with technical queries. Another relevant help desk technician's responsibility is to educate employees on how to use machinery and software.
Tips to help you write your Help Desk Technician resume in 2024
indicate your familiarity with agile principles..
Most help desk technicians work with an Agile approach. This helps them reduce productivity leaks and encourages collaboration among team members and stakeholders. That’s why it is worth mentioning your knowledge of this system in your resume. Technicians who are familiar with Agile principles are generally more efficient.
Mention your abilities to cooperate with teams.
As we mentioned earlier, help desk technicians often assist employees with technical support, but they must also help them understand how to use software and hardware responsibly. Therefore, collaboration and team work skills are competencies that you must highlight in your resume.
Skills you can include on your Help Desk Technician resume
Template 3 of 3: it help desk (entry level) resume example.
Help desk centers usually work in tiers, meaning that technicians have a designated level of complexity with technical support. Some of them handle advanced issues while others focus on basic setup tasks and lower-level troubleshooting. That is precisely the work of an entry-level IT help desk specialist since they don’t have extensive experience on their resume.
Tips to help you write your IT Help Desk (Entry Level) resume in 2024
include volunteering experience in it..
Having a lack of professional experience in help desk centers doesn’t have to prevent you from applying to this position. You can also include relevant experience in volunteering and internships. These days, this type of on-the-job training has a lot of value in the IT industry.
Highlight projects in which you used your transferrable skills.
If you have worked in personal or extracurricular projects where you used your technical support skills, you can mention that in your resume. This is a good idea to demonstrate your value. You can highlight skills from this experience, such as problem-solving and troubleshooting.
Skills you can include on your IT Help Desk (Entry Level) resume
We consulted with hiring managers from companies like IBM, Dell, and Accenture to gather their best tips for creating a winning help desk resume. The following tips will help you showcase your technical skills, customer service abilities, and problem-solving expertise to land your next help desk job.
Highlight your technical skills
Employers want to see the specific technical skills you possess that are relevant to the help desk role. Include a 'Technical Skills' section on your resume and list the software, hardware, and systems you are proficient in.
- Proficient in Windows, macOS, and Linux operating systems
- Experienced with help desk software including Zendesk, Freshdesk, and ServiceNow
- Skilled in remote desktop tools such as TeamViewer and LogMeIn
- Knowledge of networking protocols including TCP/IP, DHCP, and DNS
Emphasize your customer service experience
Help desk roles require excellent customer service skills. Highlight any customer service experience you have, even if it's not directly related to IT.
- Answered phones and responded to emails
- Helped customers with their problems
Instead, quantify your achievements and provide specific examples:
- Maintained a 95% customer satisfaction rating while handling 50+ support tickets per day
- Resolved complex technical issues for non-technical customers, resulting in a 20% reduction in escalations to higher-level support
Show your problem-solving skills
Employers want to see that you can troubleshoot and solve complex technical problems. Use bullet points to describe specific examples of how you used your problem-solving skills to resolve issues.
- Diagnosed and resolved a recurring network connectivity issue, resulting in a 30% reduction in related support tickets
- Collaborated with cross-functional teams to identify and implement solutions to a critical system outage, minimizing downtime by 50%
Tailor your resume to the job description
Customize your resume for each job application by using keywords from the job description. This will help your resume pass through applicant tracking systems (ATS) and grab the attention of hiring managers.
For example, if the job description mentions specific skills like 'ITIL' or 'Salesforce', make sure to include those keywords in your resume if you have those skills.
Experienced help desk professional with 3+ years of experience providing technical support for Windows and macOS systems. Skilled in ITIL best practices and experienced with Salesforce CRM. Achieved a 98% customer satisfaction rating and resolved over 500 support tickets per month.
Include relevant certifications
Certifications demonstrate your expertise and commitment to your field. If you have any relevant certifications, such as CompTIA A+, ITIL, or HDI certifications, make sure to include them on your resume.
List your certifications in a separate 'Certifications' section or include them in your 'Education' section. For example:
- CompTIA A+ Certification, 2021
- ITIL Foundation Certification, 2020
- HDI Desktop Support Technician Certification, 2019
Highlight your achievements
Use metrics and data to showcase your achievements and demonstrate your impact in previous roles. This will help you stand out from other candidates and show the value you can bring to the organization.
- Resolved customer issues in a timely manner
- Improved customer satisfaction scores
Instead, quantify your achievements:
- Consistently resolved customer issues within a 2-hour average response time, resulting in a 95% customer satisfaction rate
- Implemented a new ticketing system that increased first-call resolution rates by 20%
- Trained and mentored 5 new help desk technicians, resulting in a 30% increase in team productivity
Writing Your Help Desk Resume: Section By Section
header, 1. put your name on the first line.
Your name should be the most prominent element in your header, making it easy for hiring managers to identify whose resume they're reviewing. Use a larger font size than the rest of your contact details.
- John Smith | 123 Main St, Anytown, CA | (555) 555-5555 | [email protected]
Instead, format your header with your name on its own line:
- John Smith 123 Main St, Anytown, CA | (555) 555-5555 | [email protected]
2. Include essential contact details
After your name, list your key contact details so employers can easily get in touch:
- Phone number
- Professional email address
- LinkedIn profile URL (optional)
- City and state of residence
John Smith (555) 555-5555 | [email protected] | linkedin.com/in/johnsmith | Seattle, WA
Including your full mailing address is no longer necessary. Listing your city and state is sufficient and protects your privacy.
3. Optionally include your target job title
While not required, you can include your target job title in your resume header to immediately communicate the role you're seeking. This helps busy hiring managers quickly understand your career goals.
Here's an example of a resume header that includes the target job title:
- John Smith IT Help Desk Specialist (555) 555-5555 | [email protected] | Seattle, WA
However, avoid listing multiple job titles or unrelated roles, as that may confuse hiring managers about your career focus.
Summary
A resume summary is an optional section that highlights your most relevant qualifications for the job you're applying to. While it's not required, it can be a strategic way to provide additional context about your career goals and the value you'd bring to the role, especially if you're changing careers or industries. Avoid using an objective statement, which focuses on your own goals rather than how you can contribute to the company.
When writing a summary for a help desk position, focus on your technical skills, problem-solving abilities, and customer service experience. Keep it concise and avoid repeating information that's already included in other sections of your resume.
To learn how to write an effective resume summary for your Help Desk resume, or figure out if you need one, please read Help Desk Resume Summary Examples , or Help Desk Resume Objective Examples .
1. Highlight your technical expertise
Employers hiring for help desk roles are looking for candidates with a strong foundation in technical support and troubleshooting. In your summary, showcase your proficiency in the specific technologies, software, and systems relevant to the position.
For example, instead of using a generic statement like this:
- Experienced IT professional with a background in technical support
Provide specific details about your technical skills:
- Help desk professional with 5+ years of experience troubleshooting Windows, Mac, and Linux operating systems, as well as network connectivity issues and software installation
By highlighting your technical expertise upfront, you'll demonstrate to hiring managers that you have the necessary skills to excel in the role.
To ensure your resume includes the right technical skills and keywords, try using Targeted Resume . This tool analyzes your resume against a specific job description and provides feedback on how well your qualifications align with the requirements.
2. Emphasize your customer service skills
In addition to technical expertise, help desk positions require strong communication and customer service skills. Use your summary to showcase your ability to interact with users, explain complex technical concepts in simple terms, and provide patient, empathetic support.
Help desk technician with a proven track record of providing exceptional customer service and resolving complex technical issues. Skilled in active listening, clear communication, and maintaining a positive attitude under pressure. Committed to delivering timely, effective solutions to ensure user satisfaction and productivity.
By emphasizing your customer service skills, you'll show hiring managers that you have the interpersonal abilities necessary to succeed in a help desk role.
Avoid using generic soft skill buzzwords like "team player" or "strong communicator" in your summary. Instead, provide specific examples or metrics that demonstrate your customer service abilities, such as consistently maintaining high user satisfaction ratings or successfully resolving a high volume of tickets.
3. Tailor your summary to the specific role
To make your summary more impactful, customize it to the specific help desk position you're applying for. Review the job description carefully and identify the key skills, technologies, and experience the employer is seeking.
For example, if the job description emphasizes experience with a particular ticketing system or customer relationship management (CRM) software, make sure to highlight your proficiency with those tools in your summary:
- Experienced help desk technician with expertise in using Zendesk and Salesforce to efficiently manage and resolve customer support tickets
By tailoring your summary to the specific requirements of the role, you'll demonstrate to hiring managers that you're a strong fit for the position and increase your chances of landing an interview.
After tailoring your resume to the job description, use Score My Resume to get instant feedback on how well your resume matches the key criteria hiring managers look for. This tool analyzes your resume on over 30 essential factors and provides personalized suggestions for improvement.
Action Verbs For Help Desk Resumes
Help desk analysts must possess excellent communication skills and be extremely reliable. To demonstrate this in your resume, it is important to use the right language. You can streamline your resume by adding bullet points to your work history and describing your experience and achievements.
These bullet points should start with strong action verbs that accurately describe your experience. Action verbs provide trustworthiness and improve readability, so this is an excellent way to impress your potential employer.
- Streamlined
- Interpreted
- Troubleshooted
- Strengthened
For more related action verbs, visit Customer Service Action Verbs .
For a full list of effective resume action verbs, visit Resume Action Verbs .
Action Verbs for Help Desk Resumes
Skills for help desk resumes.
As a help desk analyst, you must have a combination of technical support and customer service skills, since you’ll be working with people. You must have analytic thinking, attention to detail, patience, and team working skills. These are traits that you should highlight in your resume.
The skills section is very important for a help desk specialist's resume, so you should spend some research in advance. Try to find related job posts and find opportunities for skills that you can add. This way, your resume has better chances of getting past applicant tracking systems and it’s more relevant for your potential employer.
- Technical Support
- Troubleshooting
- Active Directory
- Computer Hardware
- Help Desk Support
- Windows Server
- Customer Service
- Operating Systems
Service Desk
- Microsoft Access
- Printer Support
- Remote Desktop
- Software Installation
- Information Technology
- System Administration
- Computer Repair
- Microsoft Exchange
- Network Administration
- Computer Hardware Troubleshooting
Skills Word Cloud For Help Desk Resumes
This word cloud highlights the important keywords that appear on Help Desk job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.
How to use these skills?
Other administrative resumes, desktop support.
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- Help Desk Analyst Resume Example
- Help Desk Technician Resume Example
- IT Help Desk (Entry Level) Resume Example
- Tips for Help Desk Resumes
- Skills and Keywords to Add
- All Resume Examples
- Help Desk CV Examples
- Help Desk Cover Letter
- Help Desk Interview Guide
- Explore Alternative and Similar Careers
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Hospital Resume Sample
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Work Experience
- Manages the Foundation staff and the activities of USC Verdugo Hills Hospital
- Provides training and support and aims to expand the capabilities of operations staff when in the hospital
- Energy Management: Implements programs to reduce energy and water consumption by 2% at assigned hospital and tracks performance
- Builds and develops professional relationships with key customer decision-makers, to include (but not limited to), Hospital Pharmacy, Heart Failure Clinical and Quality Directors (inpatient and outpatient), hospital finance decision makers in assigned accounts within assigned accounts
- Accountable for ensuring formulary adoption in targeted / assigned hospital accounts to help drive appropriate utilization of approved CV products; works with other sales colleagues to manage and coordinate pull-through of Letters of Commitment (LOC)
- Leverages expertise and knowledge of heart failure, the marketplace, applicable competitors, industry and cross-functional activities/plans to anticipate and effectively manage business opportunities and challenges
- Understands intra system dynamics in heart failure– e.g.: inpatient to outpatient management and protocols, readmission programs, performance vs quality metrics, CHF performance priorities
- Positions Novartis’ heart failure solutions in the context of account priorities, such as how solutions align with account’s cost & outcome/quality measures
- Presents pharma economic data for approved CV products and delivers clinical messages in compliance with regulations to appropriate audiences
- Prioritize time and resources to ensure optimal and appropriate coverage of hospitals and outpatient cardiology leaders based on opportunity and importance to the system
- Position Novartis’ heart failure solutions in the context of account priorities, such as how solutions align with account’s cost & outcome/quality measures
- Present pharmaco-economic data for approved CV products and delivers clinical messages in compliance with regulations to appropriate audiences
- Anticipate potential barriers to achievement of goals and proposes solutions for success
- Manage pressure scenarios and effectively communicate with highly trained customer group
- Forging strategic partnerships and trusting relationships
- Self-motivation, strong communication/presentation skills and the ability to interpret data
- Influence key opinion leaders and healthcare decision makers
- Travel over a broad geography is required
- Build and develop professional relationships with key customer decision-makers, to include (but not limited to), Hospital Pharmacy, Heart Failure Clinical and Quality Directors (inpatient and outpatient), hospital finance decision makers in assigned accounts within assigned accounts
- Assume accountability for ensuring formulary adoption in targeted / assigned hospital accounts to help drive appropriate utilization of approved CV products; works with other sales colleagues to manage and coordinate pull-through of Letters of Commitment (LOC)
- Leverage expertise and knowledge of heart failure, the marketplace, applicable competitors, industry and cross-functional activities/plans to anticipate and effectively manage business opportunities and challenges
- Understand intra system dynamics in heart failure– e.g.: inpatient to outpatient management and protocols, readmission programs, performance vs quality metrics, CHF performance priorities
- Understand hospital committee structure, P&T process, treatment and discharge protocols, DRG and hospital reimbursement process for all assigned accounts and communicates with matrixed team on impact to our approved CV products and the competition
- Provide relevant, thoughtful input to strategic, business and account planning for territory and sales area, and engages in meaningful discussion and communication with area internal stakeholders
Professional Skills
- Critical-thinking skills, problem solving skills and communication skills
- An outgoing, positive, group win approach with a willingness to learn, teach and share – bringing new skills and developing one’s own skills
- Demonstrates excellence in usage of selling skill skills model
- Demonstrateseffective problem-solving skills, and demonstratescomprehensive job knowledge
- Customer service skills, effective listening, communication, and problem solving skills required
- Excellent communication and interpersonal skills, political astuteness, and a strong customer service orientation
- Being results oriented and creative; possess strong interpersonal, communication, and analytical skills
How to write Hospital Resume
Hospital role is responsible for interpersonal, computer, customer, basic, leadership, education, patient, selling, training, negotiation. To write great resume for hospital job, your resume must include:
- Your contact information
- Work experience
- Skill listing
Contact Information For Hospital Resume
The section contact information is important in your hospital 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 Hospital Resume
The section work experience is an essential part of your hospital 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 hospital responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular hospital position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Hospital resume experience can include:
- Rounds on all patient units to identify patient placement needs, available beds with assigned staff and staff capacity to safely take additional admissions, at least once every three (3) to four (4) hours
- Experience and proven ability to manage complex schedules is required including advanced skills with MS Outlook 2007/2010
- Good understanding of microfibre cleaning solution is essential, good organisational skills and the ability to work unsupervised is also essential
- Good ‘educator’ skills to augment a strong sales/commercial background
- Proven skills in directing and motivating others
- Experience in public speaking and presentation skills for group presentations and speaking at society meetings
Education on a Hospital Resume
Make sure to make education a priority on your hospital resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your hospital 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 Hospital Resume
When listing skills on your hospital 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 hospital skills:
- Strong interpersonal skills, oral and written communication and analytical problem solving skills
- Demonstrated interpersonal and communication skills as evidenced in marketing plans, strategies, or significant projects
- Strong organizational skills to prioritize work and meet frequent deadlines
- Self-starter with strong project management, prioritization and organizational skills
- Strong organization skills and have the ability to manage multiple priorities in a fast paced environment
- Excellent communication skills with the ability to build trusting and lasting relationships with customers
List of Typical Experience For a Hospital Resume
Experience for hospital account manager resume.
- Excellent organizational skills with a strong focus on detail
- Strong decision-making and negotiation skills
- Good innovation & creativity set of skills
- Good Microsoft Office skills (Excel, Powerpoint, Word etc.)
- Strong leadership skills and capable of working through ambiguity
Experience For St Louis Children s Hospital Foundation Resume
- Communicates effectively; strong and engaging facilitator
- Proven nurse leadership skills driving accountability
- Proven agency/vendor management skills (for example, managed the agency of record)
- PC skills in a Windows environment are required. Solid knowledge and utilization of desktop applications to include Word and Excel are essential.
- Extensive provider contracting skills, including contract preparation and implementation, financial analysis and rate proposal development
- Basic word processing, e-mail, and computer knowledge skills
- Near native speaker of German with a very good knowledge of English and ideally a good level of French
Experience For Hospital Liaison Resume
- Reviews, validates, and updates coverage changes on hospital accounts within assigned WQ to avoid denials (i.e. COB, invalid payer, etc)
- Supervision/management experience and customer excellence experience
- Effectively builds credibility and trust with customer administration, clinicians and UHS staff
- Valid Driver’s license and a good driving record under Otsuka policy
- High level of interpersonal skills to handle sensitive and confidential information
- Demonstrates managerial courage and strong professional presence
- Connect and effectively collaborate across a diverse group of business stakeholders in a highly matrixes environment
Experience For Hospital Specialist Resume
- Advanced communication skills in advocacy, negotiation, confrontation and conflict resolution
- Fluent in English and Mandarin language skills
- Demonstrates effective use of clinical strategies to insure patient and associate safety
- High level of persistence ,initiative and influencing skills
- Exceptional customer focus and communication skills
- Effectively work and coordinate timely discharges with Customer Care Center and/or Branch Customer Service Team
- Strong customer focus as demonstrated by the ability to identify, understand, and respond to Customer needs
Experience For Hospital Assistant Resume
- Experience: At least one year of experience in a healthcare facility
- Uccessful pharmaceutical/biotech sales experience with 2+ years of Hospital/IDN experience
- Demonstrates effective team relations with other members
- 6) Collaborate Effectively with Key bioMérieux Stakeholders
- Business knowledge, strategic and analytical skills
- Other Presentation skills
- PC skills in a Windows environment are required
Experience For Hospital Representative Resume
- Ensuring that all the business activities are processed according to the customers’ specific instructions and valid contract or agreement conditions
- Working knowledge and/or experience with the following required
- Bring voice of customer to assist product development teams in establishing product development priorities in the strategic approach to the market place
- Working experience with healthcare related processes
- Working experience in healthcare industry especially medical facility
Experience For Hospital Specialist Representative Resume
- Seeking a qualified UCC/EM experienced Physician Assistant or Nurse Practitioner
- Prioritizing which sales opportunities are most important and where to spend time prospecting and closing new business
- Demonstrates adaptability in addressing problems, accepting new tasks, and adjusting to changing work conditions
- Multi-skilled hands on maintenance including joinery, construction, roofing and building services
- Attend training prior to your contract commencing; Be in possession of First Aid certificate or willing to obtain one before employment
- Previous experience working and communicating with providers
Experience For Hospital Operator Resume
- Experience presenting and interpreting complex processes
- Experience with ACO/Risk Contracting/Path to Value Contracting
- Previous experience as a Nursing Assistant an acute care hospital required or nursing student
- The ability to think strategically and work proactively, managing competing priorities
- Strong track record of delivering results in a quick-changing and high-energy environment
- Experience selling specialty products, in-particular injectables administered in a mental healthcare setting
- Strong commitment to delivering high quality care and outstanding customer services
Experience For Technical Services Supervisor St Davids Hospital Cardiff Resume
- Experience working in a customer-facing role
- Related business experience (e.g., client services, project management, staffing, consulting)
- Responsible for maintenance and monitoring of blood products, and chest tubes upon completion of department training and competency validation
- Experience in securing event underwriting and/or promotional partners
- Experience developing written proposals and presenting proposals in face-to-face meetings with donors
- Ensure that all procedural requirements are met, if not exceeded, regarding the overall front facing customer experience delivered
- Demonstrates ability to perform basic nursing care procedures including, but no limited to
- Progressive network management experience including contracting and network administration in a healthcare company
Experience For Hospital Sales Specialist Resume
- Progressive network management experience including contracting and network administration in the states of ME and/or NH
- Progressive network management experience including contracting, provider relations and/or network administration/operations in a healthcare company
- Progressive network management experience including contracting, provider relations and/or network administration in a healthcare company
- Experience working in a time-critical environment
- Demonstrated expertise in financial modeling
- Experience in Hospital Contracting
- Experience obtaining Hospital Authorizations is required
List of Typical Skills For a Hospital Resume
Skills for hospital account manager resume.
- Excellent communication skills, ability to recognise urgent issues and prioritise effectively
- Skilled in communicating effectively both verbally and in writing with diverse audience
- Strong commercial, sales and scientific acumen with a focus on selling skills
- An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service at all times
- Strong communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers
- Proven experience in effective customer relationship management & contact planning
Skills For St Louis Children s Hospital Foundation Resume
- Excellent communication skills including the ability to relay medical information to patients and communicate clearly with patients in distress
- Excellent interpersonal, networking, collaboration and negotiation skills
- Strong communication and interpersonal skills with the ability to connect to others and build meaningful long term relationships
- Excellent medical Product knowledge – excellent evidence based medicine data knowledge. Ability to transfer medical data into customer / patients benefits
- Excellent listening, written, and oral communication skills for all business levels
- Demonstrated significant, individual pharmaceutical product promotion success, proven track record of experience in a hospital environment
Skills For Hospital Liaison Resume
- Demonstrates computer skills and knowledge of relevant programs
- Excellent donor and volunteer relations skills, with a keen sense of diplomacy
- Strong interpersonal skills and ability to work in a busy team-oriented environment
- Strong communication and customer services skills
- Strong computer skills (Outlook, PowerPoint, Excel, Word)
- Excellent interpersonal communication/customer service skills required
- Effective communication skills and leadership presence
- Excellent verbal communication skills are essential
Skills For Hospital Specialist Resume
- Demonstrated ability to effectively manage internal and external stakeholders
- Organised, with a good level of analytical skills
- Able to work independently and also a team player with strong communication, facilitation and interpersonal skills
- Able to recognise urgent issues and prioritise effectively
- Understands and uses effective conflict resolution skills, e.g., identifies and resolves customer and staff concerns, discrepancies and/or disagreements
- Outstanding interpersonal, communication (written & verbal), presentation, negotiation and influencing skills
- Demonstrated Business Acumen (understanding broad business implications through experience working in Marketing, Sales and/or General Healthcare business)
- Develop selling skills with customers, building credible and trusting relationships
Skills For Hospital Assistant Resume
- A sharp commercial focus complemented by outstanding account management, influencing and relationship-building skills
- Substantial Pharmaceutical Sales experience including dedicated experience selling in Hospitals
- Five years recent nursing experience including ED and/or ICU experience
- Strategic Thinking and Tactical Planning & Execution skills
- To effectively manage the booking of meeting rooms and provide hot and cold refreshments when instructed by management
- Helpdesk call processing skills
Skills For Hospital Representative Resume
- Previous hospital working experience and evidence of formulary success
- 2 – 3 years of Specific Experience in Direct Sales, Sales Engineering or a Demonstrated Ability to Influence Decisions
- Respond effectively to rapid change in delivering appropriate solutions, or alternative timelines
- Prior experience working in a fast-paced, highly stressed and visible environment
- High level of persistence , initiative and influencing skills
Skills For Hospital Specialist Representative Resume
- High level of proficiency in selling skills that have translated into business results
- Proven ability to manage competing business priorities and problem solve
- Professional demeanor with outstanding written and oral communication skills
- Proficient presentation, facilitation, and public speaking skills for IDT meetings
- Develop professional working relationships and communicate effectively as a team leader
- Other Critical thinking skills
Skills For Hospital Operator Resume
- To sort and dispatch the calls to engineers and/or operatives based on the correct skills set and geographical location
- Effectively sell multiple products in one call
- Professional and customer service oriented communication skills
- Proven experience negotiating Medicare and CMS reimbursement methodologies with complex hospital systems and large physician groups
- Many years of pharmaceutical experience (marketing & sales) with a strong track record in strategy and concept development
- Three years’ experience including one year supervisory experience required
- Work effectively as part of a team and on own initiative
- Min 6 years related sales experience in Capital Equipment or Enterprise Solutions or equivalent experience
Skills For Technical Services Supervisor St Davids Hospital Cardiff Resume
- Experience at similar role for minimu 4 years, proven knowledge of hospital area,
- Effectively interacts in a pleasant, courteous and cordial manner with external and internal clients
- Identify and effectively target key stakeholders
- Work experience in the Alberta hospital setting and demonstrate clear ability to navigate and network within this system
- Prior experience with APeX
- Prior experience with WebCamp
- Basic computer and phone skills required
- A proven track record as a skilled manager
- Proven ability to multi-task across a wide range of priorities
Skills For Hospital Sales Specialist Resume
- Exceptional project management and leadership skills in cross-functional teams
- Experience in CNS, with specific experience in mental health (schizophrenia, addiction, depression)
- Basic mathematical / computational skills
- Resolve conflict and work effectively with patients and co-workers in times of stress or conflict
- Deal sensitively and effectively with patients/families/guardians
- High level proficiency in negotiation skills
- Positive mindset and communication skills to interact positively with hospital staff, management, physicians and outside agencies
List of Typical Responsibilities For a Hospital Resume
Responsibilities for hospital account manager resume.
- Analysis: Understand U.S. News’ methodologies and related data at a deep level in order to build derivative models. Assist in deconstructing and validating methodology data for each data set release
- Strong communication skills and sales techniques
- Strong leadership skills to be the market expert around individual and system institutions and ACO customers
- Sales experience within Specialty Care (in oncology is an asset) with proven track record of good results
- Proven high-level administrative and intermediary analytical skills
- Proven experience in conflict management and strong ability to negotiate differences
- Languages: Fluent English, excellent communication skills
- Effectively communicate information to the team, management and other customers, both internal and external
Responsibilities For St Louis Children s Hospital Foundation Resume
- Use a PC keyboard to process telephone calls and pager notifications and basic computer skills (Windows, Outlook) required
- Work effectively under considerable time pressure on high visibility, high stakes projects required
- Use a PC keyboard to process telephone calls and pager notifications and basic computer skills (Windows, Outlook, Word, Excel) required
- Analyze, distribute and QA invoice/account reports to ensure invoices/accounts are worked as effectively as possible within the team
- 5) Reviews, validates, and updates coverage changes on hospital accounts within assigned WQ to avoid denials (i.e. COB, invalid payer, etc)
- Use skills and tools to understand customer needs and adjust sales approach accordingly
- Ensure the information managements system of the Foundation is fully utilized to effectively enter, track and retrieve major gifts information
Responsibilities For Hospital Liaison Resume
- Identify and effectively target key customers
- Develop and maintain a high level of technical/professional knowledge and skills
- Using leads obtained through lead developing process, contact potential clients to assess their individual needs and demonstrate
- Building the network of effective, working and professional strategic relationships with Key Customers and Influencers in designated Key Accounts
- Previous experience in a sales role within the pharmaceutical industry, including visiting specialists
- Prepare and deliver effective presentations providing solutions to potential customers,
- Strong business instinct, executive presence and track record of influencing
Responsibilities For Hospital Specialist Resume
- Experience managing large territories and diverse product offerings
- Experience of operations and maintenance of engineering plant, services and equipment
- Experience managing a medical cost and administrative budget
- Pay: $14-19/hr depending on experience
- Experience with medical answering service
Responsibilities For Hospital Assistant Resume
- Managed care contracting experience - physician, hospital, and/or ancillary services
- High level administrative experience (adm 111 or higher) working with a high level of autonomy
- Experience in translating customer insights into impactful business strategies and plans
- Experience/knowledge of specialty marketing
- Skilled in Help Desk call processing
Responsibilities For Hospital Representative Resume
- Three to six months of related experience and/or training
- Experience as a Hospital Sales Representative with successful track record relating to Hospital Formulary Reimbursement
- Strong working knowledge of the Quebec healthcare structure, hospital landscape and the pharmaceutical industry
- Experience working in the Respiratory therapeutic area
- Sales experience in the Hospital/IDN setting
- Demonstrated passion for improving CNS/mental health patient care
- Certification from an approved Medical Assistant program or an equivalent combination of training and experience
- Experience as a Nursing Assistant
Responsibilities For Hospital Specialist Representative Resume
- Certification from an approved Medical Assistant (MA) program or an equivalent combination of training and experience
- Knowledge of hospital environment, provincial system, and formulary listing process is a strong asset
- Experience with Medicaid cost reporting
- Specific experience navigating through health networks
- Other Previous experience working directly with customers, required
- Conduct excellent product in-servicing and product evaluations that lead to customer conversions
- Maintain a solid understanding of hospital policies and protocols, practices within those policies and protocols, and enforces such when appropriate
Responsibilities For Hospital Operator Resume
- Maintain solid understanding of and follow regulatory agencies? expectations and guidelines (i.e. DMH, DPH, JCAHO, payors, etc.)
- 6) Resolves accounts within Hospital Billing Claim Edit WQ?s due to invalid account information(i.e., wrong subscriber ID format, patient demographics, etc)
- Demonstrates in-depth knowledge of medical. Conducts training for UHS and customer staff on medical equipment
- Demonstrated success working cross-functionally
- Effective reporting of activities
- Develops strong professional relationship with key stakeholders while respecting internal customer policies
- Experience conducting speaker programs
Responsibilities For Technical Services Supervisor St Davids Hospital Cardiff Resume
- Experience working with specialist industry
- Significant past experience working in a hospital environment with hospital based products an asset
- Experience in the healthcare sector (preferably at HMO, PPO or hospital) with focus on HMO provider/hospital/ancillary contracting
- Specific experience influencing key clinical stakeholders
- Strong peer leadership and ability to collaborate with and coordinate activity among individuals in different reporting structures
- Excellent understanding of Group Benefits’ business and industry
- Good understanding of the end-to-end hospital claims processes
- Excellent understanding of privacy policies and laws
- Work with the Team Leaders to allocate daily workload across the co-ordinator team prioritising as required
Responsibilities For Hospital Sales Specialist Resume
- Experience working with biologicals
- By preference experience in project management and/or marketing
- Skilled in using Microsoft software: Office –especially Excel, SharePoint
- Experience managing an IT function
- Demonstrate high competence in planning and administration of all aspects of territory management
- Skilled in the use of visual aids, clinical papers, third party support and multimedia detailing
- Facilitate communication and exchange of information between RDBU team members to ensure effective collaboration / interdependence and share best practice
Related to Hospital Resume Samples
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COMMENTS
John Doe. Hospital Receptionist. 123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]. Dynamic hospital receptionist with 6+ years of experience providing exceptional customer service in busy hospital environments. Skilled in utilizing multiple healthcare software systems.
Senior Medical Front Desk Receptionist, Rady Children's Hospital of San Diego, San Diego, CA | September 2015 to Present. Coordinate the appointment booking and professional meeting schedule. Maintain patient records, performing regular reviews to ensure utmost accuracy. Oversee, develop, and performance-manage a team of 5 administrative staff.
In ABC Hospital, implemented a new CRM platform for managing cancer patients, which cut costs by 24% while boosting accuracy. Looking to join XYZ Hospital to help minimize errors and optimize processes while constantly working to boost patient satisfaction scores. Work Experience. Front Desk Receptionist. ABC Hospital, NYC, NY. 03.2017-05.2019
Help Desk Technician Resume Examples & Samples. You will have basic knowledge of Remedy ticketing. Prior experience preparing hardware, phone, and applicable network connectivity for new hires. You will provide resolution and assistance to standard application : MS Office, IE9 & above, SEP, Cisco Jabber, Cisco WebEx.
A well-written professional summary. A good healthcare IT professional's résumé should be, at most, six pages long. And to open things up, you need to write a good summary that lets the reader know the most important details about you right at the start. A good professional summary should be a short paragraph, typically two to three ...
Here's an effective help desk resume summary example: IT Help Desk Specialist with 6+ years of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues. Skilled in aligning end-user needs with long-term resolutions to complex IT challenges.
Let's look at some help desk resume examples for an entry-level position in practice: right. Secretarial Assistant. January 2010 - December 2010. Carson Logistics, LLC, New York, NY. Managed and delegated phone and online tickets for clients.
3 Tips for Writing an Entry-Level Help Desk Resume. Highlight academic projects. Showcase relevant coursework and academic projects that demonstrate your technical abilities. For instance, you could mention a group project where you contributed to designing and implementing a help desk ticketing system for your IT class.
Help desk support resume example (text version) Kathy Webster. San Francisco, CA 94015. (555) 555-5555. [email protected]. Professional Summary. Enthusiastic help desk support professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills.
Help Desk Support Resume Examples & Samples. 1) Train and develop Level 1 & 2 Staff. 3) Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes. 4) Research new technology, and implement it or recommend its implementation.
Help Desk Resume Examples. Help Desk professionals offer technical support to individuals and corporations. Common duties listed on a Help Desk resume include taking phone calls, providing support via email, identifying computer problems, translating complex concepts into simple terminology, and tracking common customer difficulties.
IT Help Desk Support Salary. According to the National Bureau of Labor Statistics, the national median salary for computer support specialists, which includes IT help desk support staff, is $52,160. Those in the bottom 10 percent make less than $29,440, while those in the top 10 percent make above $82,160.
3. Ability to handle multiple projects effectively and meet deadlines. 4. Ability to organize tasks, analyze problem situations and determine effective solutions to problems. 253 Hospital Help Desk jobs available on Indeed.com. Apply to Help Desk Analyst, IT Support, Technical Support Specialist and more!
Help Desk Specialist Resume Examples & Samples. Responsible for processing Service and Work Order Request (SOR and WOR) Construction of daily reports for Site Management. Capable of learning a data entry system (MRO) and using all applications within the system. Ability to communicate effectively with US Military.
IT Help Desk Support Representative. 5/1/2017 - 9/1/2019. Company Name. City, State. Managed administrative server functions, including back-ups, upgrades, recovery, management of disk space, and more. Located root causes of technical errors and implemented prompt solutions. Member of the research and development team that evaluated and ...
Template 1 of 3: Help Desk Analyst Resume Example. Help desk analysts assist customers and employees with technical support via email or phone calls. They have a customer service role as well as an IT technician. That's why it is vital to demonstrate outstanding interpersonal skills in your resume.
Help Desk Support Technician, 11/2020 - 05/2021. Lake Region Healthcare Corp. - Elbow Lake, MN. Analyzed, resolved, and documented problems in accordance with current standards. Handled incoming communication to the Help Desk including ACD calls, voice mail, and e-mail. Provide support on a variety of computer hardware and software issues by ...
Help desk workers provide technical support to clients by asking questions and troubleshooting to find the source of their problems. To do the job well, they must have great computer skills and people skills.. When you're making a resume for an entry-level help desk position, the key is to highlight your ability to resolve technical issues, work well with others, and constantly update your ...
11/2017 - PRESENT. Chicago, IL. Manages the Foundation staff and the activities of USC Verdugo Hills Hospital. Provides training and support and aims to expand the capabilities of operations staff when in the hospital. Energy Management: Implements programs to reduce energy and water consumption by 2% at assigned hospital and tracks performance.
Minimum two years (2) experience in data processing. Medical Information Systems experience preferred. Knowledge of medical terminology preferred. Report job. 20 Hospital IT Help Desk Technician jobs available on Indeed.com. Apply to Help Desk Analyst, Technical Support Specialist, Desktop Support Technician and more!
Here's how to choose the best IT support skills: Create a spreadsheet. In column #1, list all your IT support skills. In column #2, list the IT support skills from the job description. In column #3, add the skills in both lists. Those are the best resume keywords because you can prove them and the company wants them.
Here's how to write your own job-getting IT help desk resume: 1. Format Your IT Help Desk Resume Correctly. Here's the bad news—the company won't hire an IT help desk specialist with a sloppy resume. With the wrong formatting, margins, fonts, and resume layout, they'll assume you're Dennis Nedry.