Level 1 Helpdesk Analyst Resume King Mountain, NC - Hire IT People

SUMMARY:

Obtain a position as a team - player in a people-oriented organization where I can maximize my customer-service experience and problem solving skills in a challenging environment to achieve the corporate goals.

EXPERIENCE:

Confidential, King Mountain, NC

Level 1 Helpdesk Analyst

Responsibilities:

As a L1 (Level 1) I am the initial support level responsible for basic customer issues in regards to computer related issues
Gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem
Many issues require that I use VPN software and remoting software to actually get on the machine of the user for detailed cause/analysis
I analyze the symptoms to define the problem or issue and keep the user informed if an escalation to another resolver group is necessary. I utilize Service Now ticketing system for recording every incident that is reported.
As an IT technical support specialist in Confidential (L1) group I typically handle straightforward problems while utilizing our Knowledge Base for more complicated IT issues
I utilize troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus
I make sure a high level of customer satisfaction is maintained by keeping end users informed of the status of their IT issues

FIELD TECHNICIAN

Confidential

Responsibilities:

Identified, diagnosed, and resolved hardware and software issues related to users
Supported and troubleshoots hardware and software problems pertaining to users
Identified and completed repairs to user equipment
Provide end users support for all local installed and LAN-based application
Perform hardware and software installations (IMAC Services)
Work with service desk to resolve/solution and track open service tickets
Assist with creating processes and standards as required
Maintains, troubleshoots, and repairs computer systems, hardware and peripherals.
Documents, maintains, upgrades or replaces hardware and software systems.
Supports user account information including rights, security and systems groups.

Email Migration Support Technician

Confidential

Responsibilities:

Made verification calls to users to check the migration was successful.
Troubleshot any issues within Outlook after the migration
Created incident tickets in Remedy ticketing system
Used active directory to locate user account profiles
Remoted into user's computer using either pcA Quick Connect or Remote Desktop
Escalated all other issues to Service Helpdesk Team

Workstation Installer

Confidential

Responsibilities:

Reads/interprets schematics, printouts and specifications as needed to complete tests to determine the functionality of function area.
Responsible for workstation creation (unboxing equipment, set up workstation, and configure)
Responsible for light network troubleshooting

FIELD TECHNICIAN

Confidential

Responsibilities:

Troubleshot solutions for various online and hardware issues
Demonstrated high level of customer service for clients
Configured local computer networks on PC's & laptops
Installed Microsoft operating system and various software s on computers and laptops
Performed setup of wireless internet on laptops
Installed and setup workstations at various locations

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Level 1 Helpdesk Analyst Resume

King Mountain, NC

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