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Helpdesk Specialist Resume

Arlington, VA

SUMMARY:

  • 3 years of experience as Helpdesk Specialist in business software and systems.
  • Handled 50+ calls daily and consistently met high service standards.
  • Positive attitude and willingness to learn

SKILLS & ABILITIES:

Remedy Ticketing System, Active Directory, Microsoft Suite 2010 and 2016

EXPERIENCE:

Confidential, Arlington, VA

Helpdesk Specialist

Responsibilities:

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, email, in - person requests for assistance from users experiencing problems with hardware, software, networking and other information system-related technologies
  • Trouble shoots, resolves, tests, and maintains MS office, Win 10 operating system
  • Trouble ticket follow-up for routine user problems, referring more complex trouble tickets to supervisor or more senior-level desk side technician
  • Identify issue trends, related problem documentation, escalate issues
  • Walk the users through the problem-solving process via VMware remote system
  • Managing user accounts, Follow-up and update user status and information Using Active Directory (Dell Active Roles System)
  • Troubleshooting Desktop issues include logon to VDI, web connection, drives mapping, unlock account, Outlook profile issue, etc.
  • Determine the best solution based on the issue and details provided by users

Confidential, Leesburg, VA

Helpdesk Specialist

Responsibilities:

  • Provides technical assistance and to system users
  • Assist installing printer driver and set as a default
  • Troubleshooting slow running PC by rebooting, checking hard drive space, deleting unnecessary files, temp files and emptying recycle bins, scanning for viruses/malware.
  • Troubleshooting issues on outlook, internet connectivity issues
  • Setting up commuter workstations, installs or assists personnel in installation of hardware and peripheral components such as monitors, keyboards, printers
  • Makes minor repairs to computer hardware and software system
  • Assisting with password resets

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