We provide IT Staff Augmentation Services!

Helpdesk Support Tier Ii Resume

Falls Church, VA


IT Support/Field Technician/Problem Management Troubleshooting

Hardware: Cisco Routers, and Switches; HP, Dell; Printers (HP, Canon,); Android Phones series, Point of Sale; Wireless Routers & Access Points

Software / Applications: Windows Server 2008; Windows 7; Microsoft Office (Word, Excel, Power Point, Outlook)


Confidential, Falls church, VA

Helpdesk Support Tier II


  • Manage user accounts for database access and provision/control of user access to the Confidential website.
  • Help customers to create new accounts or troubleshoot current accounts.
  • Monitor emails/phone calls from users to ensure that they are responded to and acted upon in a timely manner.
  • Responsible for updating the entire team regarding any changes in procedure and/or new tasks to be handled by the team either via email.
  • Coordinate with Team leads, Tier 3 agents and Confidential employees to ensure that issues faced by the users are resolved as soon as possible.
  • Follow up on outstanding issues and cases handed over from the previous shift.


Field Technician


  • Participate in daily conference calls with the Support Team in local and remote offices to discuss resolution for difficult cases.
  • Perform checks and verification of tickets completed by other team members (Junior).
  • Deliver computers, Wi - Fi routers, modems, printers, UPS/ uninterruptible power supplies, cash registers and accessories to the client sites.
  • Troubleshoot, install/uninstall ALOHA and PULSE software to client PC and cash registers.
  • Troubleshoot, power recycle, Install, connect/disconnect, and/or changed computer, printers, network products and service in compliance with client.
  • Diagnosed and troubleshot network issues and repair/replace faulty equipment.
  • Install/Uninstall and/or Program equipment and provide end user training on the use of equipment.
  • Performed field installation, service, startups, and preventative maintenance on customer systems.

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