Top Desktop Support Analyst Skills

Below we've compiled a list of the most important skills for a Desktop Support Analyst. We ranked the top skills based on the percentage of Desktop Support Analyst resumes they appeared on. For example, 14.6% of Desktop Support Analyst resumes contained Computer Hardware as a skill. Let's find out what skills a Desktop Support Analyst actually needs in order to be successful in the workplace.

The six most common skills found on Desktop Support Analyst resumes in 2020. Read below to see the full list.

1. Computer Hardware

high Demand
Here's how Computer Hardware is used in Desktop Support Analyst jobs:
  • Installed, configure and troubleshoot computer hardware operating systems, network configurations and software.
  • Configure and maintain end-user computer hardware in compliance with established corporate standards.
  • Provided general preventive maintenance on all computer hardware and software.
  • Provide computer hardware diagnosis, repair and configuration report.
  • Performed computer hardware and Microsoft Office software installations.
  • Provide solutions for computer hardware and software problems
  • Install computer hardware/software as per hospital policy.
  • Managed computer hardware and mobile device inventory.
  • Provide basic instruction to users on various types of technology including computer hardware, applications, network resources, and procedures.
  • Keep abreast of changing technology in the microcomputer hardware and software field as well as the data communications field.
  • Provide Technical Computer hardware and software support for the City of Omaha, Nebraska and Douglas County in Nebraska.
  • Installed, upgraded, supported, and troubleshot for printers, computer hardware, and other authorized peripheral equipment.
  • Solicited bids, negotiated, and provided best cost options for all computer hardware and software company wide.
  • Manage configuration and deployment of computer hardware and software as well as printers, scanners, and telephony.
  • Resolved computer hardware and software, printing, installation, word-processing, email and operating systems issues.
  • Provide on-site support (configuration, troubleshooting, diagnosing, and repairing computer hardware and software).
  • Worked side by side with senior staff to Procure and deploy additional computer hardware needs when required.
  • Install, configure, maintain and test computer hardware, thin clients, software and peripheral equipment.
  • Performed computer hardware and software upgrades, Install, upgrade, configure and troubleshoot various software.
  • Helped out clients in troubleshooting remote access connectivity issues and addressed computer hardware and software needs.

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2. Desktop

high Demand
Here's how Desktop is used in Desktop Support Analyst jobs:
  • Hired as a full-time desktop support analyst to provide systems administration, AD administration, Exchange Server administrator and backup administration.
  • Developed software automation tools that allow customers the ability to self-provision Laptops/Desktops based on department requirement.
  • Supported desktop hardware including system configuration and troubleshooting, in a Windows-based computing environment.
  • Second / third level Desktop Support, Active Directory and Network connectivity troubleshooting
  • Utilized Microsoft Remote Desktop Support for remote home based end-user troubleshooting.
  • Re-imaged laptops and desktop utilizing Norton ghost software.
  • Record serial numbers for NY State office in Albany: Server HD s, Desktop HD s, monitors and printers.
  • Provided desktop support for PC and Laptop users as well as hardware support for local users and VPN and dial-up users.
  • Use Virtual Network Connection (VCN) remote access tools to troubleshoot desktop issues, configure desktops, and install applications.
  • Imaged, deployed, and maintain the laptop(s) and desktop(s) used in the enterprise environment.
  • Serve as the initial point-of-contact for troubleshooting desktop PC hardware, desktop software, Windows Office Suite, and printer problems.
  • Provide desktop support for the Compliance team face-to-face for a sales tax company in a local office with about 38 users.
  • Installed flash ram if they needed to be upgraded, Setup desktop computers and laptops Skills Used Problem Solving, Time Management
  • Assisted Desktop Architecture and Desktop Support teams in deployment of over 4000 Windows 7 migrations from System Center Configuration manager 2012R2.
  • Lead a staff of 8 technicians and train new technicians on safety in the Hospital and standard desktop support operating procedures.
  • Maintained current patch levels for desktop OS and applications issues to isolate problem, then resolved or escalated as needed.
  • Lead tech for blackberry team, upgraded over 500 blackberries from 7000 series to 8830 series using desktop manager 4.2.2.
  • Provided exceptional maintenance, repair and recovery solutions over the phone to about 300 customers who needed remote desktop support.
  • Test of Network Ports, verification of connectivity in the IDF closets, and desktop support for the trading floor.
  • Key role in developing corporate standards for desktop computer software and hardware by conducting reviews to ensure compliance to standards.

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3. Laptops

high Demand
Here's how Laptops is used in Desktop Support Analyst jobs:
  • Deployed Dell Dimension Laptops and Dell Precision Desktops for newly hired Portfolio Managers, Traders, Quantitative Analysts and administrative personnel
  • Performed general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment.
  • Decreased inventory, application pricing, and licensing expenses by establishing standardization for applications and PC/laptops.
  • Provided technical support including installation, deployment and maintenance of desktops, laptops and various peripherals.
  • Configured laptops, deployments and configuring LOB applications along with Market Data applications.
  • Organized Wireless security configuration for IRS laptops assigned to Criminal Investigation Division.
  • Conducted backup and restoration of user files/printers settings to new workstations/ laptops.
  • Deployed laptops and Blackberry to company officers and provided ongoing post-deployment support.
  • Configured and deployed of laptops and desktops while abiding implementation processes.
  • Perform technical troubleshooting and problem resolution for laptops and desktops.
  • Configured Desktops and Laptops according to user and company specifications.
  • Configured Toshiba laptops under Windows 95 and other Microsoft applications.
  • Maintained and configured laptops for Pepsi-Cola remote field users.
  • Upgraded desktops and laptops following Company policy.
  • Imaged desktops/laptops to fit campaign requirements.
  • Image installation on laptops and desktops via Ghost or WDS (Windows Deployment Services) which also includes backing up systems.
  • Build and complete client specific tablets/laptops with user credentials and assigned databases in accordance with the Service Level Agreements with clients.
  • Installed, configured, and maintained IBM and Dell desktops and laptops, with the necessary operating systems and software applications.
  • Helped Installed, troubleshooted and supported virtual machines on OS Systems for MS Surfaces, Desktops, and Laptops related systems.
  • Utilized Cisco Client for VPN to remote log into laptops and workstations to troubleshoot and resolve hardware and software issues.

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4. Network Printers

high Demand
Here's how Network Printers is used in Desktop Support Analyst jobs:
  • Refresh Project Remove/install forty POS/eighty PC's/twenty network Printers Deploy Network Image Test all equipment
  • Configured and troubleshoot connectivity of network printers and local printers.
  • Performed troubleshooting and repair for personal workstations and network printers
  • Provide ongoing hardware support for local and network printers, x64 and x86 structure based computer systems, and mobile devices.
  • Install secondary apps through System Center Configuration Manager (SCCM), Register the DNS and connect network Printers.
  • Trouble shot a wide range of issues from software related issues for workstations to Network switches and network printers.
  • Deployed network printers, color printers, B/W printers, desktops, laptops, BlackBerrys and cell phones.
  • Create policies and standards for network printers and plotters and maintain a high volume of print queues.
  • Installed and configured HP Network printers with static IP Address and Fujitsu Scanners, Xerox Printers.
  • Perform hardware troubleshoot/repair/upgrade on workstations, and desktop and network printers prior to Windows 7 migration.
  • Installed, configure and troubleshoot TCP/IP Ethernet LAN/WAN/RAS/VPN/WIFI for connectivity issues on workstations and network printers.
  • Prepare and submit documentation of deployed network printers at facility site, building and floor locations.
  • Assisted users in installing network printers from printer server, as well as mapping drives.
  • Participated in a project to convert Token Ring network printers to Ethernet at National City Mortgage
  • Coordinated the setup of new workstations and network printers for new hospital units and expansions.
  • Supported up to 20 network printers mostly HP LaserJet's and some Canon's.
  • Reset passwords, create profiles, and configure Exchange clients, setup network printers.
  • Worked with printer maintenance vendor responsible for repair and replacement of all network printers.
  • Researched, troubleshoot and repair laptops, desktop computers and local and network printers.
  • Set network file permissions, maintained network printers, and managed Barracuda Spam software.

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5. Windows XP

high Demand
Here's how Windows XP is used in Desktop Support Analyst jobs:
  • Support, troubleshoot and resolve software/hardware conflicts/problems on Windows XP workstations, configuration and installation of related peripherals.
  • Identify support issues and configuration instabilities within the production Windows XP/7 environment.
  • Championed Windows XP to Windows 7 migration and implemented Epic Hyperspace, Epic Willow, Merchant Soft, and Rumba technologies.
  • Executed a migration project within strict two-month deadline to ensure smooth transition of 5083 employees from Windows XP to Windows 7.
  • Resolve systems issues and repair desktop/laptop hardware and software issues on Windows XP, Windows Vista, and Windows 2000.
  • Provided remote desktop and phone support for internal employees on Windows XP PC hardware, mobile phones, and POS.
  • Led migration of all IT systems from Windows XP to Windows 7 while maintaining the integrity of user s data.
  • Appointed as an assistant Windows 7 project team leader to migrate about 4000 Windows XP workstations to Windows 7 workstations.
  • Support included professional expertise in Windows XP, Windows 2000, Windows Vista, Windows 7, and Windows Administration.
  • Maintained call ownership from point of first contact until resolution in a Windows XP / Lotus Notes environment of approx.
  • Support of Dell laptop\desktops, HP and Toshiba printers, in a mix of Windows XP and 7 operating systems.
  • Track and resolve all support issues via Service Desk Express * Nationwide deployment of Windows XP to the sales force.
  • Create Windows XP images and update software as needed for required system updates to all supported hardware platform images.
  • Involved with two migration projects: Lotus Notes to Microsoft Office 365, and Windows XP to Windows 7.
  • Installed, configured, troubleshot and maintained Windows XP and Office 2003 applications, wireless networking and BlackBerry devices.
  • Supported and troubleshooted, when necessary, the following applications: Windows XP Professional, Office 2003 and 2007.
  • Installed, configured, troubleshot and repaired Windows XP and Windows 7 mobile computers, workstations and associated peripherals.
  • Provide second and third level desktop support on a robust Microsoft based network running Windows XP Professional and Vista.
  • Provide support and responsible for migrating Operating System from Windows XP to Windows Vista for end-users using USMT.
  • Worked with vendors to resolve hardware and operating system issues (Windows XP, Vista, 7).

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6. Active Directory

high Demand
Here's how Active Directory is used in Desktop Support Analyst jobs:
  • Re-imaged drives using Norton Ghost, re-installed software/hardware configuration and reset computer accounts in Active Directory.
  • Provided assistance with systems administration tools within Active Directory, Remote Assistance and Desktop Connections.
  • Worked closely with Information Security Administrator in testing changes to group policy and active directory.
  • Provide Active Directory account management, and exchange mailbox management and email security group management.
  • Major accomplishments: Received commendation for assisting in a successful migration to Microsoft Active Directory.
  • Managed Active Directory users and computers to ensure accurate infrastructure and permissions management.
  • Configured Active Directory accounts for granting and removing access to specific Oracle databases.
  • Supported network administration with Active Directory in conjunction with Group Policy.
  • Participated in Active Directory domain consolidation project and Exchange mailbox conversion.
  • Provide assistance to users for user account management utilizing Active Directory.
  • Created distribution groups via Active Directory and added users accordingly.
  • Designed original campus wide wireless network and Active Directory implementation.
  • Conducted quarterly security audits of Active Directory and Exchange accounts.
  • Utilized Active Directory, Network/Server/Web-based resources to perform everyday tasks.
  • Utilized Active Directory to store information in a structured database.
  • Configured client access to corporate network with active directory policies.
  • Account creation and Group membership additions/deletions from Active Directory.
  • Performed elevation of user credentials and accounts via Active Directory
  • Managed enterprise system accounts via Active Directory for corporation.
  • Utilized Active Directory tools for user and system administration.

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7. Hardware Issues

high Demand
Here's how Hardware Issues is used in Desktop Support Analyst jobs:
  • Evaluate feasibility of modifications to replace software or hardware issues.
  • Assisted Base Operations Field Technicians with workstation hardware issues/resolutions.
  • Provided support for desktop and hardware issues in a fast paced, 3000 node brokerage firm including the trading floor.
  • Provided resolution for a software and hardware issues that the Help Desk could not solve or needed additional assistance in.
  • Provided Help Desk support for end users with any software and hardware issues over the phone, in-person and remotely.
  • Provided support for a wide variety of software, network, peripheral and hardware issues (Think/Thick/Zero Clients).
  • Supported the executive level staff with all their IT needs from printers and hardware issues to all desktop software problems
  • Front man and point of contact for all CBT downtown executives for software and hardware issues and needs.
  • Assist users who may experience issues such as network connectivity issues, software and hardware issues.
  • Directed and assist users with a wide variety of troubleshooting of software and hardware issues.
  • Resolved printer issues regarding software installation, hardware issues, and user compatibility.
  • Handled hardware issues such as HP printers, peripherals, and scanners.
  • Coached hardware issues on client laptops, docking stations and desktops.
  • Diagnose hardware issues, order parts, and replace faulty components.
  • Resolve software and hardware issues for Blackberry and Windows Mobile Devices.
  • Performed troubleshooting of 32-bit and 64-bit software and hardware issues.
  • Diagnose hardware issues and repair or replace parts when needed.
  • Evaluate software/hardware issues and take necessary steps to resolve.
  • Repaired and troubleshot network, software and hardware issues.
  • Diagnosed and resolved network, software and hardware issues.

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8. Troubleshoot

high Demand
Here's how Troubleshoot is used in Desktop Support Analyst jobs:
  • Developed and implemented desktop computing and networking standards and procedures using Share Point database to simplify network environment and troubleshooting.
  • Reconfigured lotus note to the exchange server troubleshooting system problems which related to extension corruption conflicts applications and viruses.
  • Ensured proper connection for client video conference sessions and performed troubleshooting for conferencing and advanced audio/visual set ups.
  • Assisted in the installation/implementation/troubleshooting of Palm Pilot software along with synchronization of data from PC/Laptop including e-mail.
  • Assisted office personnel with hardware and software problems and performed maintenance and troubleshooting of personal computers.
  • Performed troubleshooting and problem resolution on numerous computers, servers, and network and telecommunication systems.
  • Provided customer service through communication, effective troubleshooting and follow through for approximately 450 employees.
  • Provided support, troubleshooting, testing and analysis of all Personal Digital Assistants including Blackberry.
  • Generated detailed documentation for all troubleshooting steps from problem recognition to resolution using GWI software.
  • Understand Windows operating systems and network communication protocols and able to troubleshoot workstations effectively.
  • Profile troubleshooting, permissions, AD troubleshooting (wrong container/non-existent home share/improper ownership).
  • Ensured functionality of enterprise business applications by configuring OS settings and troubleshooting connectivity issues.
  • Received incoming calls and resolves routine problems, including computer software/application and troubleshooting.
  • Supported peers with advanced technical questions regarding hardware and software troubleshooting and repair.
  • Provided troubleshooting on Exchange/Outlook such as increasing mailbox size and unblock attachments.
  • Participated regularly in online and interactive skill-building software troubleshooting training classes.
  • Performed PC troubleshooting, coordinated with vendors for hardware warranty repair/replacement.
  • Worked with software vendors in implementing and troubleshooting third party applications.
  • Used Remedy Ticket Database to enter all troubleshooting and information.
  • Perform general troubleshooting of the operating system and installed applications.

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9. Technical Support

high Demand
Here's how Technical Support is used in Desktop Support Analyst jobs:
  • Led a team of technical support engineers for systems support, performance monitoring and troubleshooting within a managed support services organization.
  • Provided technical support for computers configured systems, ensured network connectivity, and installed and tested hardware and software.
  • Provided critical end user application and system support to maintain operation efficiency for MIS provisioning and technical support agents.
  • Provide corporate technical support to over two-thousand desktops, laptops, Telecommunication and corporate workstation Information Technology peripherals.
  • Applied business/technical support concepts to analyze application problems and resolved complex issues that may have strategic impact.
  • Provided technical support of desktop computers, applications, routers/switches and related technology for University personnel.
  • Provide technical support for conference room video and connectivity issues including enhancement of current capabilities.
  • Provided technical support for various business practice specific and customer proprietary software programs to resolution.
  • Provide technical support in the operation and maintenance of personal computers and peripherals.
  • Provided exceptional end-user technical support and achieved a high level of customer satisfaction.
  • Provided technical support for all computer problems and created several self-help documents.
  • Provided timely technical support of hardware/software issues for on-site and remote users.
  • Provide comprehensive technical support services to CLIENTS internal customers and service providers.
  • Demonstrated ability in providing outstanding technical support services for end-users of desktops.
  • Provided technical support on desktop applications utilizing PC Anywhere software.
  • Developed and maintained technical support documentation via Company Knowledge base.
  • Provided technical support, troubleshooting and diagnosing complicated hardware/software problems.
  • Collaborated with technical support to ensure that computers functioning efficiently.
  • Provided first-level technical support for global IT infrastructure.
  • Provided remote technical support to nationwide locations.

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10. Setup

high Demand
Here's how Setup is used in Desktop Support Analyst jobs:
  • Supported hospital personnel by troubleshooting various hardware/software issues such as Windows issues, printer installation/configuration and software setup/configuration.
  • Provided technical assistance in virus cleanup, configuration and installation of new workstations and computer training facility setup.
  • Blackberry Enterprise Server Administration setup and configuration of over 2500 blackberry devices.
  • Coordinated the logistics of technology requirements and setups during multiple office locations.
  • Created baseline software and hardware setup for Disaster Recovery in emergency office.
  • Implemented PC hardware/software setup and Microsoft PC imaging for Public Safety/Homeland Security.
  • Facilitated migration planning, setup and roll-out for newly acquired company.
  • Configured new system setups, troubleshooting network connectivity issues.
  • Verify with customer correct user configurations and setup.
  • Provided custom network setup and audio/visual configuration.
  • Company iPhone setup and configuration.
  • Worked on Windows 7 deployments, and configured and setup desktops, thin clients, and printers for new facilities openings.
  • Upgrade or replace hardware and software systems, including setup of workstations and the installation and configuration of software and hardware.
  • Help user setup there blackberry's by creating accounts and resetting their password on the BES servers and in AD.
  • Install, setup and configured Windows 7 workstations to deploy to new and current Health and human services employees.
  • Create and improve and maintain documentation of new and routine setup procedures, hardware repair/ replacement and inventory maintenance.
  • Image and build computers for WIN 7 using proper boot setup and proper BIOS configuration and set up.
  • Directed and Setup the daily PAC and RIS data storage server for all the clinics patient X-ray storage.
  • Facilitated and coordinated new hire setup to completion and supported first Tier trouble shooting tickets during first attempt.
  • Assisted with the setup of a multiple touchscreen computers at the center for logs of the simulator.

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11. VPN

high Demand
Here's how VPN is used in Desktop Support Analyst jobs:
  • Participated and supported Work at Home Initiative using Cisco VPN Client which positively impacted productivity of employees.
  • Provided remote support for sales division which included troubleshooting home network connectivity and VPN connectivity issues.
  • Authenticated end users with VPN connectivity resolution and tech support via Active Directory.
  • Create, submit digital certificate to CA and install on authorized equipment for VPN access to the county while working off-site.
  • Supported remote users (teleworkers / home networks) using several VPN client software packages such as RSA Token and PGP.
  • Established connections through VPN, SSLVPN, and homegrown applications for remote access to network resources on laptops & mobile devices.
  • Support and maintain the LAN cabling, VPN, switches, Wireless controller and monitor the performance of the network.
  • Provided 1st level applications and technical support for more than 60 users via connectivity over VPN after hours and weekends.
  • Provide Tech Support for hardware and software, laptop and Setup VPN for remote and Wi-Fi for end-user and guest.
  • Configured and troubleshoot Juniper VPN, and assisted users with the use of RSA token along with VPN access.
  • Configured 2600 Series Cisco router to be distributed to a new VPN client and assisted with Cisco router issues.
  • Provided VPN support services for configuring desktop/laptop operating systems and software for the purposes of deployment for new users.
  • Installed and configured Cisco VPN for all laptop users so they can securely dial in at remote locations.
  • Installed Cisco Client to provide VPN access and configured loaner laptops and setup AV equipment in conference rooms.
  • Submitted RSA Soft and Hard Token request for DirecTV users for VPN access to Cisco VPN Client.
  • Configured VPN connections, Blackberry Phones and PDA's, RAS connectivity for users on the road.
  • Assist users with remote access supporting VPN Client such as Remote Network Access or Cisco Any Connect.
  • Set up remote connection for users configure and support VPN / Network connectivity issues with Cisco routers.
  • Develop & Implement scripts for remote deployment of software and updates to sales force via VPN connections.
  • Performed setup, configuration, and support for SSL VPN Client for all mobile computing staff.

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12. Customer Service

high Demand
Here's how Customer Service is used in Desktop Support Analyst jobs:
  • Build customer relationships, and improve customer service satisfaction by maintaining communication with customer and evaluating trends analysis
  • Provide exceptional customer service while serving as a Level 2 support providing break-fix functionality.
  • Assisted management in developing customer Service Level Agreements to establish different tiers of support.
  • Recognized as regular recipient of Sunshine Award for providing outstanding customer service performance.
  • Managed Client Service Representatives during events to ensure top quality customer service.
  • Trained customer service representatives on product support and installation.
  • Provided excellent professional customer service at all times.
  • Manage customer service and performance against Government-approved thresholds.
  • Demonstrated outstanding customer service and interaction skills.
  • Provided exceptional customer service support to users.
  • Provide responsive quality customer service and support at all times including notifying clients of system downtime (scheduled and unscheduled).
  • Have an extensive background in customer service, including call center experience both as a phone representative and as a supervisor.
  • Act as a customer service advocate in resolving service requests; ensure problems are escalated through appropriate channels for resolution.
  • Provide excellent customer service for internal users, external users, having issues using company's applications and websites.
  • Use of HP Service Manager ticketing system Provide excellent customer service and follow up to ensure customer satisfaction.
  • Work with personnel Help Desk, Network Administration and Technical Service to provide professional delivery of customer service.
  • Provide excellent customer service for technical issues and log them through a website for a staff over 300..
  • Provided excellent customer service; was told no negative reports were ever received pertaining to my work.
  • Provide high quality customer service in a high volume 24/7 help desk and resolve 25-30 tickets daily.
  • Provide technical support and customer service for client's external and internal reducing down time to minimal.

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13. Citrix

high Demand
Here's how Citrix is used in Desktop Support Analyst jobs:
  • Provided Diagnostic support and network configurations for applications in a Citrix server environment.
  • Completed Citrix training for installation and maintenance of computer servers.
  • Aided users with all connectivity issues via the Citrix Meta-Frame applications, Cisco Agent Desktop and Remedy Magic software.
  • Upgraded antiquated student terminals to new HP Zero Thin Clients and updated the multiple Citrix servers in the process.
  • Provided technical support for all Dial-in, Citrix, for remote access to network systems and other resources.
  • Provide technical support for Microsoft Windows Servers, Exchange Servers and Citrix Servers running the Microsoft Operating System.
  • Managed and support a wide variety of company software applications including SAP, Citrix, and Microsoft.
  • Provide support for entire enterprise, including Citrix Access Gateway, Microsoft Exchange & BlackBerry Enterprise Server.
  • Accessed files remotely to verify the users' license worked with no issues through Citrix XenApp.
  • Support users with MS Office, Outlook, Adobe Acrobat, Citrix and remote access applications.
  • Installed, configured, and troubleshot Citrix ICA client on workstations; resolved issues with Checkpoint.
  • Manage a Citrix Farm, with emphasis on server cluster health and application utilization.
  • Created custom images for WYSE Citrix Thin Clients while maintaining Company Information Center kiosks.
  • Designed, build and support Citrix environment for published applications and firm-wide remote access.
  • Support for installing Citrix remote client and RSA security tokens on all devices.
  • Determine IE settings for applications to work in Windows 7 and Citrix environment.
  • Supported end-users remotely via Citrix or MS version of remote desktop software.
  • Installed, updated and modified programs (Citrix and Epic).
  • Supported PeopleSoft HR, PeopleSoft Fin and the Citrix system.
  • Installed, configured, and troubleshot Citrix based WYSE devices.

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14. Remote Access

high Demand
Here's how Remote Access is used in Desktop Support Analyst jobs:
  • Put into practice Terminal Server solution for remote access and disaster recovery.
  • Provide advanced support for laptop configurations and remote access connectivity issues.
  • Demonstrated ability to provide user support by means of remote access
  • Resolved remote access and connectivity issues.
  • Provide Microsoft technical/application support for all remote sites (LA, Chicago, Stamford, Glastonbury) via remote access PcAnywhere.
  • Performed remote access phone support to users nationwide using Remote Assistance, Remote Desktop and other third party remote software.
  • Reduced downtime while coordinating with store employees walking them through installations of different cabling for remote access.
  • Resolved issues via desk side visits, remote access, or phone support.
  • Configure users for remote access using Shiva for Windows 95 and Apple OS.
  • Provide remote access support using XP Remote assistance and Remote Desktop for off-net us
  • Trained users how to use SecureID for Remote Access Server on the web.
  • Utilize remote access tools and/or on site visits to diagnose/resolve customer problems.
  • Use remote access to troubleshoot and repair problems from my desk.
  • Assisted users with troubleshooting issues remotely through Dame Ware Remote Access.
  • Instruct users on proper use of remote access and mobile technologies.
  • Provided remote access service support for laptop users of telecommuting employees.
  • Assisted user's remotely by WebEx or Microsoft Remote Access.
  • Deployed upgrade revision of Remote Access clients for all users.
  • Set up remote access software and hardware for satellite offices.
  • Utilized remote access tools to reduce issue resolution intervals.

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15. LAN

average Demand
Here's how LAN is used in Desktop Support Analyst jobs:
  • Monitored asset inventory in order to detect inconsistencies and avoid unnecessary expenditures, maintaining expenses in line with planned budget.
  • Provide internal customers with second level analysis back end/hands on technical support with diagnosis and resolution of Workstation/LAN issues.
  • Planned and implemented complete redesign of existing backup systems to confirm information and reports complied with Sarbanes-Oxley requirements.
  • Prepared and developed long range telecommunications development plans in accordance with stated business strategy including disaster recovery plans.
  • Implemented a plan to reorganize the data closets, eliminate rogue mini-switches and replace/upgrade antiquated switch technology.
  • Installed, configured, and supported operating systems, enterprise business applications, and miscellaneous software applications.
  • Collaborate with LAN technicians/network administrators to ensure efficient operation of the company s desktop computing environment.
  • Participated in the planning and implementation of operating system and application software installation and upgrades.
  • Developed strategic plan for information security risk management to meet regulatory requirements and audit recommendations.
  • Initiated installation and configuration of VLAN Director while migrating workstations to the new switched architecture.
  • Provide planning and design functions for systems or applications providing local and remote network administration.
  • Installed, configured, and supported network connectivity to conference rooms and miscellaneous audio/visual equipment.
  • Participate in tactical and strategic planning to recommend technology and business solutions.
  • Support Technology Team by performing miscellaneous tasks and project assignments.
  • Provided innovative ideas regarding system upgrades and network design planning.
  • Managed LAN infrastructure configuring and maintaining all network hardware devices.
  • Planned and implemented procedures for hardware replacement throughout the organization.
  • Provided technical customer support within Lancaster General Health.
  • Assist in planning/implementing departmental projects.
  • Worked on a team to provide problem resolution, administration and support all servers and desktop computers for a LAN environment.

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16. End User

average Demand
Here's how End User is used in Desktop Support Analyst jobs:
  • Consulted with end users, typically in face-to-face first call resolution, to determine optimal configuration of equipment and applications.
  • Delivered value-added second and third level end user support and maintained thorough hardware and licensing documentation.
  • Configure, test, maintain, monitor and troubleshoot end user telecommunications hardware/software products.
  • Managed user access; maintained back-end organization and front-end accessibility for end users.
  • Job Duties consisted of troubleshooting technically related problems and troubleshooting for end users.
  • Maintained excellent communication with end users and members of the technology department.
  • Familiarized end users on basic software, hardware and peripheral device operation.
  • Provided hands-on technical hardware/software support for Windows environment to 700 end users.
  • Provided upbeat positive attitude to ease end user frustration with technology.
  • Provided hardware/software assistance working with corporate end users.
  • Purchased and maintained inventory for end user technology.
  • Trained and educated end users after installation/troubleshooting.
  • Created end user and technical documentation.
  • Created hospital system tutorials for end users and connection set up via training sessions and training manuals based on hospital configurations.
  • Installed, configured, tested, maintained, monitored, documented, and troubleshot over 1,500 end user workstation software issues.
  • Identified protocol problems and strengths, collected data on customer experience to assist in development of training materials for end users.
  • Provided computing infrastructure, system, and end user support a various client locations in TN; KY; and NC.
  • Install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
  • Provide software support resolutions for Windows XP/7 and Microsoft Office 2007 for about 200 end users in a crisis management environment.
  • Perform software diagnostics for the end-user when the end user has been unsuccessful under the direction of the Service Desk.

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17. PCS

average Demand
Here's how PCS is used in Desktop Support Analyst jobs:
  • Maintain PCs (including hardware and software), printers, faxes, projectors and scanners, including RF Scanner devices.
  • Performed proper analysis on troubled tickets such as PCS and laptops to deter the exact problem related to the specific machine.
  • Worked with users to resolve issues with Check Point encryption program (The HHS security standard program for all PCs).
  • Specify, procure, deploy, and maintain internal IT technology including PCs, application software, peripherals, and more.
  • Specialized in new PC setup, terminations and removing access to the domain; virus removal on corporate PCs.
  • Configure and setup PCs for new hires for high turnover call center (up to six per day).
  • Updated PCs for clinical and administrative personnel in hospital and office environments located in the Houston Northwest Medical Center.
  • Delivered technical support resolution for LAN, TCP/IP network connectivity issues for PCs, Switches, Router and cabling.
  • Work as part of a team to develop and write a business justification to upgrade all desktop PCs.
  • Imaged, built, tested, and deployed PCs for large scale Epic software deployment at 2 hospitals.
  • Install and configure level 2 software applications for new user PCs using the established standards and procedural documentation.
  • Performed network/PBX patching, resolution of phones issues, troubleshooting PCs, fax machines and printers errors.
  • Maintain inventory/asset control of PCs and other computer peripherals including audio, video, printers, misc.
  • Carried out Monthly audits and inventories for user's PCs, Laptops, Printer and other hardware.
  • Participated in conversions of over 500 PCs from NT to Windows 2000 and 2000 to XP.
  • Installed, configured, and tested PCs and related peripheral equipment such as monitors, keyboards.
  • Configured, deployed, and supported desktop and laptop PCs, Microsoft applications and printing devices.
  • Conduct telephone and desk side troubleshooting of PCs, laptops, printers, scanners and plotters.
  • Configured PCs and Laptops, problem ticket resolution, and problem tracking using the Remedy Software.
  • Inventoried, organized, and created spreadsheet for all PCs, printers, and surplus equipment.

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18. OS

average Demand
Here's how OS is used in Desktop Support Analyst jobs:
  • Reacted and responded to customer needs effectively and efficiently including adherence to escalation policies, call closure and service level standards.
  • Utilized knowledge of supporting modems, Crystal reports and related communication protocols in a Windows and DOS operating system environment.
  • Increased departmental efficiency by reducing operational costs of having two wireless carriers to one saving the company in unnecessary collaborating.
  • Used ServiceNow platform-as-a-service to diagnose and resolve unique, nonrecurring problems associated with application software and operating systems.
  • Compared equipment costs from various vendors and performed product evaluations for recommending new equipment purchases.
  • Monitored and maintained the network and server infrastructure across 3 regional manufacturing facilities.
  • Supported multiple OS systems with advanced proprietary Biological and Chemical software support.
  • Involved in making effective suggestions and modifications for system application Microsoft AX.
  • Upgraded and configured Microsoft Office 2003, and installed/uninstalled software application/hardware components.
  • Network repair and diagnostic capability, implementing quick workarounds to technical issues.
  • Released quarantine email items of non-malicious content from Microsoft Forefront Management Console.
  • Developed procedure and document training for consultants to follow post device installation.
  • Managed proper escalation to senior management while maintaining positive rapport with customers.
  • Provided suggestions for improvements in maintenance coverage and least cost analysis.
  • Configured and managed Microsoft Office Communicator 2007 video and audio conferencing.
  • Record call information/diagnosis, resolution, etc in Remedy ticketing system.
  • Diagnosed and monitored network issues, assisted in installation and integration.
  • Supported IT projects contacting vendors and evaluating proposals for further implementation.
  • Established overhead budgeting system using Microsoft Excel to improve expense tracking.
  • Worked specialize projects to identify support improvements and reduce support costs.

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19. User Accounts

average Demand
Here's how User Accounts is used in Desktop Support Analyst jobs:
  • Administered user accounts within Active Directory environment and delivered support via telephone, e-mail and desk-side visits.
  • Managed computer and user accounts within Microsoft Active Directory in imaging and deploying new computer equipment.
  • Monitored and edited user accounts and credentials in active directory.
  • Created and administered Microsoft Exchange user accounts.
  • Verified user accounts within Active Directory.
  • Assisted with the administration of Active Directory by creating new user accounts, groups and access permissions for groups or individuals.
  • Acted as administrator for user accounts, print queue, performance, and security management on NT Domain / Servers.
  • Create new user accounts through Active Directory based on Tier structure, password resets and assigned access to network shares.
  • Performed adds, deletes and changes to user accounts in Active Directory and created and tested user mailboxes in Exchange.
  • Manage user accounts in Active directory, mange permissions for the security and distribution groups according to user's needs.
  • Configure user accounts, organizational units, distribution and security groups, in Microsoft server 2003 and 2008 Active Directory.
  • Managed Active Directory for new and existing user accounts, including group policies, rights, and special permissions.
  • Worked with vendors such as HP and the Federal Reserve Bank's 'Customer Relations', maintaining user accounts.
  • Perform network administrator duties; resetting user passwords, add/remove user accounts, and setting up print ques.
  • Install hardware and software upgrades, manage user accounts and assist with network and server changes and upgrades.
  • Worked with department managers to create, activate, disable, and move user accounts in Active Directory.
  • Set up new user VOIP accounts, managed and transferred current users, and deleted old user accounts.
  • Support and maintain user accounts including rights, permissions, and system groups in an Active Directory Environment.
  • Managed User accounts, Granted file and network drive permissions, and modified accounts on the domain.
  • Created user accounts for new hires to the SCA assigning permissions to network resources using Group Policy.

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20. Sccm

average Demand
Here's how Sccm is used in Desktop Support Analyst jobs:
  • Administered Forefront Endpoint Protection anti-virus software through SCCM management console.
  • Resolve wide range of software issues remotely using remote tools such as Go to Assist, SCCM Remote, and WebEx.
  • Utilized SCCM and scripting to conduct imaging, deploy software, remotely support and maintain PC standards according to Corporate specifications.
  • Supported PC hardware and software installations, client configuration, and basic network administration via Active Directory and SCCM 2012.
  • Imaged and installed applications using SCCM client software, and used Remedy and Service Now as the ticketing Management software.
  • Used SCCM to create and deploy images, send out windows updates and general administration of company computers.
  • Deployed software through SCCM Server, Install, Move, Add and Changes for PC deployments and retrievals.
  • Support for SCCM in the desktop environment by maintaining client remediation and providing information on host inventory data.
  • Utilized 3rd party Systems Center Configuration Manager tools such as right-click tools, and SCCM client center.
  • Use remote control software including RDP, Windows Remote Assistance, and SCCM to resolve desktop issues.
  • Collaborated with Systems Group to create custom installers for various software packages to be deployed using SCCM.
  • Manage standard configurations, imaging, and deployments using SCCM for new computer equipment to associates.
  • Utilized SCCM to build, configure and deploy over 4000 user workstations for a Global Client.
  • Deployed Windows 7 Operating system and software using Microsoft System Center Configuration Manager (SCCM).
  • Acted as assistant SCCM Administrator, creating SCCM packages for software deployment to enterprise.
  • Run inventory reports using SCCM on all equipment to keep it up to date.
  • Performed user data migration via USMT and application installations using SCCM or manual install.
  • Completed Windows migration via Microsoft SCCM and used BMC Remedy to manage trouble tickets.
  • Used FDLA and SCCM to push software and applications to repair affected computer issues.
  • Developed maintenance procedure to keep SCCM and Active Directory clean of stale objects.

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21. Asset Management

average Demand
Here's how Asset Management is used in Desktop Support Analyst jobs:
  • Perform work order management including hardware replacement, asset management, software installs, and configurations.
  • Service Desk Analyst II Implement and oversee an infrastructure asset management registry and inventory database.
  • Worked closely with asset management team to assure timely delivery of all imaged computers.
  • Managed project to re-design inventory database for department utilizing Access database for asset management.
  • Assisted in maintaining proper inventory by using a system called asset management.
  • Utilized Remedy and Asset Management Center applications, providing accurate incident management.
  • Maintained company assets using asset management modules within proprietary management software.
  • Implemented Asset Management procedure to maintain current and accurate Inventory.
  • Utilize proprietary software for Call Tracking/Asset Management/User Account Administration.
  • Maintained asset management and a physical inventory of IT assets
  • Coincided with asset management to fulfill all requirements.
  • Utilized web-based ticket and asset management system.
  • Follow established Asset Management processes.
  • Assisted Asset Management Team on organizing the technology storage room, and also moving computer peripheral equipment back on the shelf.
  • Tasked with designing, implementing and maintaining an Asset Management database which was utilized by the entire deployment team.
  • Assisted in the maintenance of hardware and software inventories, using standard asset management systems and procedures.
  • Maintain a cohesive and accurate Date Center hardware map including asset management for all ancillary hardware.
  • Performed daily asset management tasks to maintain PC and Printer supply inventory up to date.
  • Investigated issues with software errors, hardware related failures, and asset management records.
  • Work with asset team for licensing of software, inventory, and asset management.

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22. Helpdesk

average Demand
Here's how Helpdesk is used in Desktop Support Analyst jobs:
  • Respond to trouble tickets escalated from the firm's HelpDesk based in St, Louis.
  • Received, processed, and coordinated resolution of infrastructure and application related incidents and requests submitted to the centralized IT helpdesk.
  • Provided training to new personnel to the helpdesk which included instructions on customer equipment and infrastructure according to regulated standards.
  • Record all incidents while maintaining accountability and ownership until resolved using Helpdesk application.
  • Interview technical candidates for Helpdesk/Desktop Support positions.
  • Installed hardware/software on desktops and laptops, Maintained inventory of desktops, laptops, and printers, Worked Helpdesk repair tickets.
  • Supported over 800 users via phone, helpdesk visit or Remote desktop, network and telecommunication support to the user community.
  • Monitored the HelpDesk Ticketing System remedy as part of our SLA and metrics system Configures system settings and software updates.
  • Improved helpdesk support by providing increased routine maintenance checks for all computers in building and store locations throughout the country.
  • Work hands and feet with Helpdesk prioritizing Tickets and Firmware Updates and Power Failures, and Laptop and Desktop issues.
  • Implemented Multi-Level helpdesk support to on site and remote clients, including satellite offices in California, Georgia and Chicago.
  • Provided Tier III helpdesk, desktop, network, and server support to 200+ clients in three regional offices.
  • Adhered to a rotating schedule - every two week rotate between floor support, helpdesk, and e-mail tracking.
  • Managed daily helpdesk tickets of all incoming incidents and requests for hardware/software installations, repairs, upgrade and troubleshooting.
  • Provide feedback to the Helpdesk to update the power-shell scripts for Windows Deployments and update Certificates for VPN Reconnects.
  • Assisted in managing calls and assigned helpdesk tickets using Heat and Service Now; 40% phone support.
  • Document, track and monitor user issues via a helpdesk trouble ticketing system to ensure a timely resolution.
  • Provided desktop and remote helpdesk support for over 130 engineers, executives, and administrative support personnel.
  • Provided general PC hardware and software support and troubleshooting to the Helpdesk and Windows Desktop Support groups.
  • Supported over 1500 end users as part of a break fix software and hardware support helpdesk team.

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23. Symantec

average Demand
Here's how Symantec is used in Desktop Support Analyst jobs:
  • Installed developer applications and deployed images to new workstations using Symantec Ghost imaging software.
  • Provided Intrusion Detection support, Vulnerability Scans, using Symantec System Center.
  • Implemented Symantec's Deployment Solution, including workstation imaging and software delivery.
  • Installed Symantec Enterprise security server and monitored security threats to the environment.
  • Provided support with Symantec Endpoint Protection virus removals.
  • Configured Symantec Manager on multiple servers.
  • Perform image installation using Symantec ghosting software
  • Configure and maintain Symantec Manager.
  • Used Symantec Ghost to Create workstation Images for user supported workstations and laptops, BlackBerry client installation and support.
  • Spearheaded set up of new File Server, Archive Server and Backup Server using Symantec Backup Exec 11d.
  • Assist in the remote management of user machines and software across select facilities through Symantec Remote Console Management.
  • Image machines to company standard with Symantec Ghost based on operating system and device type followed by deployment.
  • Design, implement, and maintain standard workstation imaging process and system using Symantec Ghost imaging utility.
  • Applied software update patches to existing desktop and laptop images through Symantec Ghost Explorer and Microsoft SCCM.
  • Design and Deploy PC images using tools such as Symantec Ghost, Microsoft MDT, and SCCM.
  • Perform PC Moves, Windows Deployment, Image Deployment with Symantec Ghost and Cloud Data Migrations.
  • Project management for projects including Dell motherboard replacements, Office 2003 deployment and Symantec Anti-Virus updates.
  • Helped image and deploy new and existing computer Notebooks and Desktops to staff using Symantec Ghost.
  • Utilize Active Directory, Symantec Ghost, and ticket/remote control software to carry out duties.
  • Headed up the inventory and refresh project for 7 years where we used Symantec Ghost.

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24. Mac

average Demand
Here's how Mac is used in Desktop Support Analyst jobs:
  • Installed and configured proprietary Biological and Chemical software applications to run specific instruments and machines that analyze and calculate data.
  • Maintained Active Directory; added User/Machine accounts to correct Domain/User Groups adhering to best practices consistent with corporate security policies.
  • United States Army E-4 Specialist/Heavy Wheel Mechanic Responsibilities included maintaining, troubleshooting, and repair of unit machinery.
  • Maintained a detailed inventory spreadsheet of all machines replaced by technicians to assure proper accountability for all inventory.
  • Configured and installed Windows and Mac computers, hardware/software installations, and peripherals.
  • Configured professional productivity tools on operating systems such as Windows and Mac.
  • Provided remote desktop machine management, troubleshooting and performing Windows 7 installations.
  • Performed automatic system downloads to users machines for software updates and installations.
  • Configured and installed mac systems with integrated database encryption module.
  • Contracted with GlaxoSmithKline Pharmaceutical Migration and desk top support.
  • Provide all documentation for common Mac troubleshooting procedures.
  • Level III support and troubleshooting for Pharmaceutical applications.
  • Imaged former Paul Weiss machines trough a Thumb drive mapping to a server file creating the new machine using company polices.
  • Installed and maintained printers and fax machines, patch network cables, and provided application support web based and installed software.
  • Upgraded entire corporate headquarters MAC and PC hardware and software assets through recommendation of specific systems and programs to be purchased.
  • Used Microsoft SCCM 2012 to push Windows image, added clients on MAC filter, and performed extensive technical support.
  • Provided first and second level telephone and remote support on Win 7, XP-Pro, MAC OS X10.4.for 300+ users.
  • Imaged machines for employees Depending on employee would go to desk to fix issues Various other projects depending on manager request
  • Supported a few Mac workstations on Leopard OS, performing software installations, configuring IP addresses, troubleshooting, etc.
  • Network imaged Windows 2000 to existing machines and set rights to the local domain in the Windows 2000 environment.

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25. Lotus Notes

average Demand
Here's how Lotus Notes is used in Desktop Support Analyst jobs:
  • Supported IT operations, including LAN/WAN, e-mail, printers, desktop, and various computer applications such a Lotus Notes.
  • Performed installation, configuration, troubleshooting of MS Outlook 2010, Lotus Notes 8.5 and Cisco Any Connect Virtual Private Network.
  • Imaged (Dell GX540/Latitude 420/620) with core image, installed and customized user's applications and lotus notes 6.5.
  • Used Lotus Notes same time connect to remote to PC's in order to provide faster service to off sites.
  • Supported Lotus Notes and Outlook client for setting up user's mail accounts and configure to the company standards.
  • Developed fully-automated deployments for dozens of software packages including Lotus Notes, SAP, MS Office and McAfee VirusScan.
  • Supported Lotus Notes, SAP, MS Office 2003, Wireless connectivity and home networks for remote users.
  • Installed third party software, security, backup and restore software, upgraded Lotus Notes 6, documentation.
  • Provided desktop support for such applications as Lotus Notes 6.5, MS Office 2000 and MS Office 2003.
  • Performed troubleshooting of daily Lotus Notes issues (6.5)* Managed user accounts on Blackberry Enterprise Server.
  • Team lead for Volvo North American Lotus Notes to Outlook conversion which involved traveling between various store locations.
  • Tested, configured and deployed various mobile devices for use with Lotus Notes email and other enterprise applications.
  • Support for Lotus Notes, SameTime, internal Web applications, WebEx, wireless and DHCP configuration.
  • Configured Microsoft Office, Outlook, and Lotus Notes for all users after migrating their computers.
  • Used NetMeeting to resolve users issue remotely, Configured and supported Microsoft Outlook and Lotus Notes.
  • Assisted in migration tasks of email application changes, from Microsoft Outlook to Lotus Notes.
  • Experience in installing and configuring software, including but not limited to: Lotus Notes.
  • Supported Blackberry and RIM software with connection issues as well as Lotus Notes replication issues.
  • Resolve various issues for Lotus Notes, Microsoft Office, plus all supported applications.
  • Take part in massive email migration from IBM Lotus Notes 7.0.3 to Google Mail/Apps.

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26. Suite

average Demand
Here's how Suite is used in Desktop Support Analyst jobs:
  • Performed day-to-day support for Microsoft Office suite and company internal applications.
  • Perform vulnerability scanning utilizing QualysGuard Enterprise Suite.
  • Provided maintenance and support on all Microsoft office suite applications and various other desktop applications such as Adobe and McAfee.
  • Provide trouble-shooting for MS Office Suite 2007, Blackberry queries, and Cisco VPN remote connectivity issues for end users.
  • Configured and installed workstations, printers in digital operating rooms, recovery suites, doctor lounges and surgical work areas.
  • Handled second-level support of LAN issues for the company to include: Email client setup and MS Office suite.
  • Provided support directly to all business units for the Microsoft Office suite application; via phone and desk side.
  • Supported various versions of MS Office Suite and corrected Outlook Exchange profile issues, and managed folders data recovery.
  • Aided users with work flow assistance for Claims software, Microsoft Office Suite, and web based applications.
  • Resolved escalated tickets including SAP, hardware, AD accounts, Office 365 Suite, and OS functionality.
  • Distributed applications, such as MS Office Suite, MS Access, multiple in-house developed applications and configurations.
  • Record and track incidents and Service Request following the defined Incident Management Process using Magic Enterprise Suite.
  • Managed the upgrade of workstations to the latest MS Office Suite and IE as per company policies.
  • Assisted users with MS Windows 95 Suite of products - - Excel, Word and PowerPoint.
  • Provided support for Microsoft Vista 64bit and Windows XP Machines * Supported Office 2007 Suite.
  • Delivered Help Desk PC/Phone support of Microsoft OS and Office Suites for manufacturing customer/clients.
  • Helped plan deployment of Windows 95 and MS Office Suite throughout the division.
  • Installed Windows 7 and 8, Microsoft Office Suite, and DHCP Client/Server.
  • Help users with Microsoft Office suite issues and Outlook email problems.
  • Create corporate template for Windows XP/MSO Suite and application migration process.

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27. Tcp/Ip

average Demand
Here's how Tcp/Ip is used in Desktop Support Analyst jobs:
  • Skilled in network communication at a practical level with TCP/IP and IP addressing, sub-netting and TCP/IP services and utilities.
  • Printed printer configuration page out to verify that the (TCP/IP) address was there and the port was active.
  • Install and configure Microsoft Windows operating systems and related networking components including, DHCP, TCP/IP, Printing etc.
  • Required knowledge of Active Directory, TCP/IP, DNS, and DHCP as well as VPN and wireless connections.
  • Provide network administration functions like mapping network drives, pinging workstations and servers, troubleshooting using various TCP/IP commands.
  • Configured networking on Windows NT and Windows 95 desktops to connect them to Windows NT network using TCP/IP.
  • Performed network administration tasks including network drive and printer mappings, TCP/IP configurations, and user account management.
  • Provide support to WAN, LAN, wireless networks and related hardware utilizing TCP/IP protocols.
  • Clear understanding of messaging standards and protocols including Networking, TCP/IP DNS, WINS.
  • Diagnose and troubleshoot workstation, application, peripheral, TCP/IP, and/or printer problems.
  • Advance Troubleshooting and support for file and print services within a TCP/IP networking environment.
  • Used experience in TCP/IP commands to resolve network issues on static and dynamic environments.
  • Experience working with protocol tools TCP/IP network environment, including DHCP and DNS.
  • Performed network troubleshooting in TCP/IP, DHCP, DNS, WINS and Wireless.
  • Assisted with TCP/IP home setup and local and remote connectivity and equipment.
  • Designed, configured, and maintained TCP/IP network infrastructures for business clients.
  • Performed troubleshooting and diagnosing for wireless, LAN and TCP/IP networking.
  • Provided basic TCP/IP protocol troubleshooting for workstations, laptops and printers.
  • Resolved 2nd and 3rd level TCP/IP issues via Remote Control software.
  • Work with TCP/IP, Dial-up Networking, and running patch cables.

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28. Trouble Tickets

average Demand
Here's how Trouble Tickets is used in Desktop Support Analyst jobs:
  • Prioritize trouble tickets in a customer focused manner while adhering to business continuity procedures.
  • Resolved trouble tickets associated with the Cisco switching/routing equipment.
  • Utilized Magic Total Service Desk, for tracking all trouble tickets and support, customer phone, on-site, and remote.
  • Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation resolution and closure of trouble tickets.
  • Used Service Manager to document the status of open, closed and pending trouble tickets in the tracking system daily.
  • Logged trouble tickets and requests in Remedy Help Desk application as well as updated new and current user information.
  • Diagnosed and resolved local and remote user's PC issues while generating and maintaining detailed trouble tickets.
  • Respond to Remedy trouble tickets for on and off campus hardware, software and network connectivity issues.
  • Logged trouble tickets and completed tickets into TRACKIT trouble ticketing system or escalated tickets to network administrator.
  • Managed, followed up, and successfully completed trouble tickets that were submitted through HP ticketing system.
  • Resolved 8 to 10 trouble tickets daily involving software failures, software installations, diagnosing hardware.
  • Create, document, resolve or route CRM Trouble Tickets for each end-user issue or request.
  • Created, completed, and/or escalated assigned trouble tickets and work orders via Track-It web console.
  • Utilize Service Desk Ticketing system to track all service and trouble tickets involving support to end-users.
  • Determine trouble issue, create trouble tickets, and route to appropriate work center as needed.
  • Utilize People Soft for Time tracking and Remedy for tracking trouble tickets and customer requests.
  • Delegate and dispatch trouble tickets via SIEBEL, REMEDY, ASTEA and CHIPS applications.
  • Resolved trouble tickets and escalated to appropriate work groups, Using Ti-JiYra ticketing system.
  • Received phone calls, walk-ins, or computer generated trouble tickets from USAREC personnel.
  • Handled trouble tickets related to problems with the new Operating System and Applications.

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29. Internet

average Demand
Here's how Internet is used in Desktop Support Analyst jobs:
  • Enabled Windows Internet Connection Firewall (ICF) and monitored firewall activity (unsolicited communications) through security logs.
  • Use trouble ticketing systems (Remedy) Email administration Firewall and internet security
  • BlackBerry mobile with internet modem capabilities and Microsoft exchange messaging system set-up.
  • Performed trouble-shooting for Microsoft Office including Outlook and Internet Explorer.
  • Supported end-users establish internet connection and solve printer connectivity issues.
  • Maintained and updated internet security to workstations and servers.
  • Configured internet connections and firewall.
  • Provide daily backup and data base synchronization setup, Internet connection sharing including Firewall, VPN Server and Router Configuration.
  • Assisted corporate clients w/ troubleshooting banking software (Cash plus & Web Access) as well as Internet Explorer features.
  • Assist users to access Boeing and third party web based applications and interfaces utilizing Internet Explorer 6 as a platform.
  • Applied diagnostic utilities to aid in troubleshooting, of network telephone issues, VPN issues, and internet connectivity problems.
  • End User HW/SW support which includes Blackberry and other mobile phone setup for Exchange BES and Internet Email setup.
  • Maintained internet server up to date with hardware and software upgrades, monitored daily Internet use within the company.
  • Installed new computers and configured them to use the company's intranet, e-mail, and the Internet.
  • Utilized local and Internet based remote access software (VNC) to expedite client system troubleshooting and resolutions.
  • Backed up and restored end users software and settings to an external device or over the internet.
  • Assisted users in MS 2000 Office products, Outlook 2000, Internet Explorer 5.0 and Norton anti-virus.
  • Provide phone, internet, and on-site support for all users, including international users remote support only
  • Supported student users in creating password to access the school computers and connect to the internet.
  • Provided support for VPN, dial up and high speed Internet connectivity issues for traveling clients.

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30. Voip

low Demand
Here's how Voip is used in Desktop Support Analyst jobs:
  • Assisted customers with configuring routers, high speed DSL modems, and cable broadband modems to achieve VoIP registrations and connectivity.
  • Assisted corporate IT with the maintenance of the regional VOIP configuration (Austin, Dallas, and Houston).
  • Provide VOIP Cisco phone support & configuration *Understanding of Windows & Outlook email Servers *Monitoring server activities via solar wind
  • Maintained File, Print, Exchange, Domain Controller servers, Cisco VOIP via Cisco Call Manager.
  • Implemented and designed VOIP technology, running on Red Hat/CentOS and Ubuntu, Fedora Linux Operating systems.
  • Provided desktop hardware and software support for 250+ users; plus Blackberry devices and Cisco VOIP equipment.
  • Supported over 2200 global users in 20 locations, providing hardware, software and VOIP configurations.
  • Set up VOIP phones for end users and technical connectivity for special events and meetings.
  • Manage Telecommunications configuration, deployment, and support of VOIP phones and PC phone software.
  • Plan and implement phone system upgrades of traditional PBX and VOIP systems in multiple locations.
  • Worked with 7942 and 7911 series Cisco VoIP phones in Cisco Unified CM application.
  • Set up, Configured and Managed users VOIP phones on the ShoreTel company system.
  • Partnered with Network Engineers to resolve VoIP phones, and network connectivity issues.
  • Assist with upgrade and refresh projects involving computers and VoIP phone systems.
  • Provision (VOIP) MTA devices and Cisco phones for office accounts.
  • Migrate from an analog AT&T phone system to ShoreTel VoIP
  • Completed Cisco VOIP migration project and Cisco Wireless Access Points installations.
  • Assisted with Cisco VOIP upgrade project on weekends until completion.
  • Upgraded the Marietta Claim's office to VoIP Cisco telephones.
  • Configure and deploy Cisco 8945 VOIP desk phone sets.

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31. Computer System

low Demand
Here's how Computer System is used in Desktop Support Analyst jobs:
  • Assessed customer needs, ordered components, assembled and installed computer systems and configured software and peripherals for customers.
  • Provided technical support for computer systems, including client and server computing platforms and wireless communication devices.
  • Support includes specification, installation and testing of computer systems and peripherals within established standards and guidelines.
  • Determine effective resolution of issues by troubleshooting & analyzing computer system errors of moderate to difficult scope.
  • Performed preventive maintenance, troubleshooting, and repair of computer systems and peripheral equipment.
  • Managed computer system disk image creation, archived terminations and re-deployed desktop equipment.
  • Participated in coordinating group meetings for implementation of new and improved computer systems.
  • Supported and maintained in-house computer systems and peripherals in an all-Mac environment.
  • Researched, tested and implemented standards for configuration of microcomputer systems.
  • Imaged configured and deployed computer systems to specifications and requests.
  • Supported customized computer systems and software for factory floor production.
  • Maintain physical inventory of computer systems.
  • Assembled and configured computer systems.
  • Execute installs, implement, and maintain internal data processing computer systems and utilities, for customers on a contract basis.
  • Maintained, analyzed, troubleshot, and repaired computer systems, hardware and computer peripherals, Servers, Tape backup boxes.
  • Complied with established processes and procedures to plan, install, test, and implement computer system hardware or software technologies.
  • Provided technical expertise to maintain various computer systems throughout the institution's largest division, The Division of Cancer Medicine.
  • Replace and configure desktop computer systems and peripherals that fail to meet minimum hardware requirements or are non-functional.
  • Install, move, add and change computer systems, printers as well as LAN and WAN connections.
  • Analyze Fire Department, Library and Community Center computer systems and user problems and take corrective actions.

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32. Android

low Demand
Here's how Android is used in Desktop Support Analyst jobs:
  • Work with and configure Blackberry, Android and iPhone and well as tablets for corporate use with AirWatch software.
  • Assisted users with issues connecting to Microsoft Exchange 2010 via iPhone, Android, Microsoft Surface tablets.
  • Maintained device-agnostic atmosphere, compatible with BlackBerry, Apple, Windows, and Android.
  • Set up, configure and troubleshoot iPhone, Android, Tablets and Blackberry devices.
  • Supported Windows operating system environments, Apple products, and Android software.
  • Configured iPhone, iPad, and Android phones for corporate email.
  • Provided cellphone and tablet support for both Apple and Android gadgets.
  • Support iPad, iPhone and Android devices with company standard.
  • Configured mobile devices (Android) for email access.
  • Repair and configure Android, Apple and Blackberry devices.
  • Blackberry, iPhone, Android and iPad support.
  • Configured Android and I0S device's as required.
  • Configure and deploy IOS & Android devices.
  • Managed and Maintain Mobile Devices such as Android, IOS and Blackberry Managed Blackberry Enterprise Server (BES) Users.
  • Provided support for Microsoft Outlook, Share Point, Cisco VPN, Blackberry, Android, and iPhones 4S.
  • Configured Blackberry/Android/Apple and other Windows Mobile systems and synchronized them with Oulook / Exchange server using MS ActiveSync.
  • Provided support for BlackBerry's, Android Phones and IPhones for all sales personnel out in the field.
  • Managed the configuration and deployment of Blackberry, Android and iOS mobile devices including user support and encryption.
  • Resolve and document day-to-day kiosk's client inquiries Provide Blackberry, Android and iPhone configuration and support.
  • Provide IT support for technology devices (Windows / Mac / iDevices / Android Devices).

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33. Novell

low Demand
Here's how Novell is used in Desktop Support Analyst jobs:
  • Provided network administration and resources management within a Microsoft and Novell network environment.
  • Provided immediate desktop assistance and training for upgraded Microsoft and Novell applications.
  • Provided wide spectrum of support for multiple mission-critical Novell Server installations.
  • Used and supported Novell environment MillerCoors.
  • Converted branch Novell print queues to Windows print queues and deployed them individually to the individual bank branches.
  • Provided Desktop Support for a 300+ user Novell 4.1 Ethernet Network running Windows 95 and Windows NT Workstation.
  • Imaged and deployed computers for new hires for the research team, installed applications and configured Novell clients.
  • Performed and maintained the critical data backups for servers, both on a Novell and NT platform.
  • Support for Windows NT, Novell NetWare, Windows 95/98/2000/XP and Office 95-97- 2000and XP environments.
  • Handled LAN administration for printers and client accounts in mixed environment of Novell and Windows servers.
  • Maintained password security, data integrity, and file system security using Windows NT and Novell.
  • Network Administration of 85 users in a mixed Novell 3.11 & Windows 4.0 NT platform.
  • Performed maintenance and troubleshooting for Novell 4.91 Server; and Windows Operating Systems issues.
  • Assisted in data migration from Novell (NDS) environment to Windows NT environment.
  • Maintained network accounts for new users and other miscellaneous tasks on the Novell network.
  • Trained 250+ employees in transition from Novell GroupWise 5.5 to Microsoft Exchange/Outlook 2000 platform.
  • Configured new PC's for deployment in both a Novell LAN & NT environment.
  • Involved with the desktop client side migration from Novell/GroupWise email to Microsoft Exchange email.
  • Assisted and implemented two phase successful network migrations of Novell 5.x to 6.0.
  • Provided hardware and software support for 500+ users including Novell GroupWise Client installations.

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34. SMS

low Demand
Here's how SMS is used in Desktop Support Analyst jobs:
  • Provided dedicated second level support to all senior level executives* Managed patch deployment and SMS 2003 environment for all Enterprise Windows Workstations
  • Performed manual and automated application installations via the SMS administration console.
  • Facilitate remote desktop or SMS Remote Control for supporting workstations remotely.
  • Coordinate software upgrades through SMS and refer users to company sponsored programs for training on new applications and upgrades.
  • Used SMS Administrator Console snap-in from the MMC to install applications on IBM desktops and laptops locally and remotely.
  • Project Consultant on large scale SMS imaging and deployment of PC's to GMAC client call centers.
  • Deployed and maintained SMS 2.0 on a network with 5 sites and over 2000 users and computers.
  • Used SMS 2.0 daily for remote users to resolve and troubleshoot issues with servers and remote desktops.
  • Experienced with Systems Center Configuration Manger (SCCM) and systems management server (SMS).
  • Managed Microsoft SMS (Systems Management Server) to deploy Windows 95 to 3000 users.
  • Resolved client issues via phone or remote support using SMS, VNC, PC Anywhere.
  • Participated in migration from Lotus Notes mail to Outlook exchange mail while under SMSC.
  • Use SMS and SCCM to query collections and reports and push updates when appropriate.
  • Used multiple tools (TippingPoint, SMS, McAfee) to monitor network resources.
  • Deployed software packages throw SMS installing various applications remotely to user's workstations.
  • Provide remote desktop support using Microsoft SMS (Systems Management Server).
  • Provide phone support using remote tools, Go-To-Assist, VPN and SMS.
  • Resolved end-user Windows 2000/NT/95 software issues by phone, SMS and NetMeeting.
  • Deployed upgrades and new applications to internal and external clients using SMS.
  • Performed various Macintosh, Microsoft SMS and Sun Ultra Sparc5 functions.

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35. Altiris

low Demand
Here's how Altiris is used in Desktop Support Analyst jobs:
  • Coordinated with Project Management Application team to test application upgrades, patches and security updates for Altiris Rapid Deployment.
  • Utilize Altiris Deployment Console, Carbon Copy, Dame Ware, and Remote Desktop for remote support of workstations.
  • Work heavily in Altiris to deploy systems, track tickets, and push images and software packages.
  • Schedule and Execute jobs and scripts in Altiris for mass image deployment and software auto installation.
  • Use the Altiris Deployment Console to deploy and configure software packages for the SANNET environment.
  • Updated and/or re-installed Microsoft Windows via the Altiris system (XP and Windows 7).
  • Used Altiris to create and track asset, and for software deployments to remote systems.
  • Placed service calls to vendors Monitor and report current inventory through Altiris Deployment Console.
  • Follow up with customers to ensure issue has been resolved using Altiris System.
  • Prepared new computers for first use, imaging and installing software using Altiris.
  • Deploy software remotely using Altiris, VNC, or Remote Desktop Connection.
  • Worked with internal IS team to build application packages for Altiris.
  • Install software on computers prior to deployment using Altiris deployment server.
  • Utilize Altiris to remote control PC's for troubleshooting desktop issues.
  • Deployed & configured Windows 7 and other software using Altiris.
  • Used Remedy database for tracking tickets and Altiris imaging software.
  • Monitored and reported inventory through Altiris Deployment Console via CMDB.
  • Manage Computers and Software using Altiris Deployment Console.
  • Worked with Altiris Deployment Console to build workstations.
  • Create, document and deploy RIPS via Altiris.

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36. SLA

low Demand
Here's how SLA is used in Desktop Support Analyst jobs:
  • Utilize the Service Now Incident Management System for all activities; responding to support occurrence within the agreed SLA necessities.
  • Coordinated desk-side and remotely with users to provide efficient issue resolution, ensuring adherence to established SLA and OLA standards.
  • Monitored, Measured, Analyzed and reported parameters constituting technology of SLA's with weekly and monthly manager reports.
  • Escalated critical requests or problems to supervisors, including any that was close to breaching the SLA.
  • Created reports for department managers to accurately monitor call statistics such as SLA's within HelpSTAR.
  • Escalate unresolved issues to second tier support staff or management as required to meet SLA's.
  • Placed calls to vendors for Toner, Printer and laptop repair through SLA agreements.
  • Respond to and resolve incidents within agreed upon Service Level Agreements (SLA).
  • Responded to client request for assistance within SLA guidelines such as maintaining Dell servers.
  • Translate AS400 files to XML documents for transfer to Oracle Linux licensing system.
  • Provide ITSM Ticket updating and call closure documentation for required SLA reporting.
  • Handled HPSD Trouble Tickets assigned to our Queue while adhering to SLA.
  • Used self-managed triage to ticket assignments for SLA performance based tickets.
  • Complete work orders within SLA in a timely and professional manner.
  • Ensured service requests were responded to and closed within SLA guidelines.
  • Track incoming problem tickets and resolve the issues within the SLA.
  • Ticket resolution and documentation based on SLA and department metrics.
  • Use Service Desk to assist users according to SLA rules.
  • Maintain call times set by management to help overall SLA.
  • Minimize unassigned work orders and ensure compliance with SLA's.

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37. Level Support

low Demand
Here's how Level Support is used in Desktop Support Analyst jobs:
  • Ensured second-level support for all hardware and software-related issues.
  • Escalate unresolved questions/problems/issues to next level support.
  • Provided executive level support as needed.
  • Worked with third-level support such as networking, server support, and database whenever escalation was needed for a particular issue.
  • Provided third level support of all technical issues including Outlook client software, Exchange servers, and other related Exchange infrastructure.
  • Recruited to supply first level support and advanced troubleshooting for office applications, hardware, mobile devices and custom software.
  • Provided 1st and 2nd level support in a diverse environment supporting over 500 users at the Charlotte and Tokyo locations.
  • Maintain and adequate level of knowledge of operating system, application software and hardware to provide high-level support to users.
  • Worked with Windows Operations providing third level support and ensuring a secure PC environment for North America and Asia.
  • Provided second- and third-level support for 240 users in Windows 2000 environment on PC hardware and software issues.
  • Served as point of contact and solution expert for last-level support for law firm of 200 employees.
  • Provided 2nd and 3rd level support of 2000 users in a fast-paced, constantly evolving technical environment.
  • Created documentation on new hardware and software; trained 1st level support on troubleshooting Best Practices.
  • Trained level 1 & 2 IT technicians and provided 3rd level support on IT issues.
  • Provided first and second level support to 100 internal users for software and hardware issues.
  • Provided first and second level support for 1,200+ internal users and 16,000+ external nationwide customers.
  • Provide users with 1st and 2nd level support in problem isolation, escalation and resolution.
  • Participated in Tier 3 level support for end user computing, locally and remotely.
  • Moved from temporary migration team lead to permanent 2nd level support for desktop users.
  • Provided 2nd level support utilizing HEAT and Remedy Help Desk ticket resolution software.

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38. Software Applications

low Demand
Here's how Software Applications is used in Desktop Support Analyst jobs:
  • Provided user support and conducted training on standard software applications.
  • Educated users concerning company software applications and licensing.
  • Created documentation for installing and troubleshooting software applications.
  • Staged operating system and installed software applications.
  • Gathered requirements to test software applications.
  • Installed and upgraded operating systems, software applications, hard drives, RAM boards for both PC's and laptops.
  • Create technical documentation for the support staff as well as user guidance for mobile devices, hardware and software applications.
  • Supported Microsoft applications, software applications: AMS, Cool6, Car4, Extra (Health Quest), etc.
  • Worked with Microsoft Exchange Server 2003 to test and implement new software applications for the bank and mortgage companies.
  • Supported network, desktop hardware, printer, software applications, and mobile device support supporting three facilities.
  • Provided solutions to problems related to Microsoft applications as well as other software applications and some hardware problems.
  • Provided first-line, help desk, level-one support to the Vanguard user community for hardware and software applications.
  • Acquire and maintain in-depth knowledge to continually and effectively support CHS hardware and software applications.
  • Installed and configured of Windows 95/98, Windows NT 4.0 workstation and other software applications.
  • Perform staging of PC equipment to load operating systems and World authorized software applications.
  • Resolve end-user issues dealing with hardware, operating systems, and software applications.
  • Deploy and package software applications and OS patches through Prism Patch management software.
  • Assisted the user community on use of hardware and installed software applications.
  • Resolved technical incidents with a large variety of software applications and printers.
  • Installed, configured, and troubleshot software applications in the enterprise.

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39. Microsoft Windows

low Demand
Here's how Microsoft Windows is used in Desktop Support Analyst jobs:
  • Managed deployment, support, administration, primarily of Microsoft Windows operating systems.
  • Install Microsoft Windows operating systems, and other Software applications as necessary.
  • Administer Microsoft Windows Servers (Active Directory), Microsoft Workstations, and network security devices for 180 users.
  • Educated users on the various aspects and changes to Microsoft Windows Vista and Office 2007.
  • Installed, configured, migrated, optimized and deployed Microsoft Windows to boost end-user productivity.
  • Provided support for current Microsoft windows desktop operating systems and m b Microsoft office products.
  • Supported Microsoft Windows NT 4.0, Windows 95, Windows 98 and Windows 2000.
  • Provided basic software coaching for clients using Microsoft Windows and Microsoft Office products.
  • Researched applications to verify if they are compatible with Microsoft Windows Vista.
  • Directed help desk staff in support of Microsoft Windows workstation configuration.
  • Deployed Microsoft Windows Vista, 7 and 8 on staff desktops.
  • Provided Tier II desktop Support in a Microsoft Windows NT/2000environment.
  • Rotated as Team Lead during Microsoft Windows 2000 migration project.
  • Perform Microsoft Windows updates using WSUS.
  • Support Microsoft Windows 7/Office 2010 environment.
  • Handled support for Microsoft Windows 7, Windows 8.1, Office 2010 and Office 2013.
  • Played an implemental role in deploying 900+ users to Microsoft Windows 2000 Professional.
  • Supported the Microsoft Windows Local Area Network for the Bon Secours Richmond Health System.

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40. Vmware

low Demand
Here's how Vmware is used in Desktop Support Analyst jobs:
  • Track and manage end-user computing incidents with VMware Service Manager / Peregrine Service Center ticketing system to maintain service level agreement.
  • Installed additional software on existing computers as requested using VMWare Horizon Mirage server, PDQ Deploy or standard software install methods.
  • Provide phone, remote, and Desk-side support and training for users, using VMware.
  • Assist with the maintenance of VMware server and the addition of new virtual servers.
  • Build Virtual Desktops using VMware software for users according to their specifications.
  • Installed test images on virtual disk using VMWare Workstation.
  • Utilized EMC for storage in VMware Environments.
  • Achieved 100% improvement on ICU / IMC WOW with new bio s and display firmware and NJVMware.
  • Experience with HP ILO and VMware 5.1.
  • Build and create VDI's using VMWare
  • Consolidate existing client infrastructure to virtualized infrastructure using VMware.
  • Update and patch software installations via group policies (GPO) VMware mixed mode support environment customer tests.
  • Worked extensively with VMWare/vSphere software to build, maintain, and troubleshoot virtual desktop environments.
  • Installed and configured Microsoft Hyper-V configurations, VMware Workstation Pro and vSphere 5.0.
  • Acquired knowledge of VMware ESX 3.5 and VMware Virtual Center.
  • Install, configure and maintain VMware esx.
  • Create & maintained VMs in VMware ESXi using vSphere.

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41. Lenovo

low Demand
Here's how Lenovo is used in Desktop Support Analyst jobs:
  • Build and manage systems images for all hardware platforms: Lenovo T430s Laptops, HP Desktops, HP Blade server.
  • Configured Dell, HP and Lenovo systems, installed, tested, and troubleshot hardware and software.
  • Coordinate Win XP Enterprise migrations to Windows 7 on Notebooks (Lenovo, Dell).
  • Process and record Warranty and RMA detail for Lenovo, Dell and Canon Scanners.
  • Maintained remote technical support for multiple IBM / Lenovo customers.
  • Image, configure and deploy Lenovo laptops for Developers.
  • Support Dell, Lenovo, HP Desktops & Laptops.
  • Worked on Dell, Lenovo/IBM laptops and desktops.
  • Repair Dell and Lenovo desktop/laptop hardware issues.
  • Support Dell, Lenovo and Apple hardware.
  • Implement and repair IBM/Lenovo workstations.
  • Worked with clients on brands such as HP, Lenovo, Dell, Microsoft, and Lexmark.
  • Interfaced with HP, Dell and Lenovo venders for units under contract.
  • Configured and imaged Lenovo brand machines (i.e.

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42. Mcafee

low Demand
Here's how Mcafee is used in Desktop Support Analyst jobs:
  • Supported automated installations scripts, Norton Ghost and McAfee security applications.
  • Uninstalled incompatible software that prevented McAfee encryption from fully installing.
  • Installed McAfee security encryption onto computers.
  • Skilled in installing and configuring computer security programs such as Norton's, McAfee, ZoneAlarm, AVG, & F-Secure.
  • Assisted the Privacy and Security department with a successful update deployment of McAfee Endpoint Encryption software for all field laptops.
  • Installed Windows 7 secure images, department specific applications, McAfee Endpoint Encryption and Trend Micro AV.
  • Work with MGH security to ensure proper encryption and decryption of personal user computers using McAfee Endpoint.
  • Led team that distributed Microsoft Office and McAfee anti virus software to user community.
  • Helped to stop the spread of roaming viruses on workstations using McAfee Security products.
  • Update McAfee Anti-Virus for computers quarantined by HBSS and re-joining asset to domain.
  • Led the project to update/upgrade McAfee anti-virus software on all desktops for client.
  • Unlock or reset users' passwords in Active Directory or McAfee EPO.
  • Work with team to prevent viruses utilizing McAfee Virus Scan software.
  • Monitored and maintained McAfee Virus Scan updates on network computers.
  • Heat Logging Software, McAfee and Norton Anti-Virus.
  • Install and troubleshooting McAfee Endpoint Encryption.
  • Install Virus Software (McAfee)
  • Protect the servers and the workstations in the premises against threats by deploying McAfee Antivirus package via SCCM 2007.
  • Added or removed users to be able to login past McAfee Endpoint Encryption.
  • Installed McAfee antivirus and PGP encryption software.

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43. DNS

low Demand
Here's how DNS is used in Desktop Support Analyst jobs:
  • Installed, configured, and administered Windows 2000 Domain Controllers, DNS, DHCP, WINS, and RAS servers.
  • Participated in the DNS conversion project to update network settings on all corporate computers.
  • Monitored and resolved issues with DHCP, WINS, DNS, and Client/Server Email.
  • Level 1 support of network services including DHCP, DNS, IP address reservations.
  • Configured Active Directory, DNS, DHCP and Group Policy requirements.
  • Resolved network connectivity with working knowledge of DNS and DHCP.
  • Implement DHCP in a WINS and DNS environment.
  • Created new Windows 2003 DNS servers.
  • Manage DNS, DHCP (Microsoft and Cisco IOS), Radius Server.
  • Manage Active Directory, DNS, DHCP.
  • Work within DHCP and DNS.
  • Resolved 1058 tickets in 5 months Identified, reported and tracked DNS related problems on the network.
  • Resolved server and Active Directory issues pertaining to user logins, DNS and replication.

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44. Avaya

low Demand
Here's how Avaya is used in Desktop Support Analyst jobs:
  • Managed AVAYA PBX in a VoIP environment in support of the call center.
  • Front End Administration of Avaya Phone Systems: Resolving user end break/fix issues, phone device setup from desk.
  • Specialized in routine maintenance and support of HP workstations, printers, scanners, Avaya phone system and servers.
  • Helped to migrate over 100 call center employees to new Avaya VOIP phones and related software.
  • Move end user Computer and Avaya phones from offices and department to new locations.
  • Perform troubleshooting on Avaya Phones and take them on and off the network.
  • Supported Avaya phone system for users via (CMS).
  • Configured desktop telephones via Avaya Site Admin Console.
  • Administered Avaya IP Office phone system.
  • Configured Digital and IP Avaya phones.
  • Installed and tested Avaya VOIP telephones.
  • Handled Avaya Phone Installation and Support.
  • Headed all moves, adds and changes (MACs) to the AVAYA PBX.
  • Used Avaya to create new accounts for the IP Phone System.
  • Performed telecommunications install for Aspect, Rolm, and Avaya phone lines including telecommunications software configuration.
  • Implemented voice and data solution for Hunter Douglas of Northern California with Netware, Microsoft Servers along with Avaya Phone Switches.
  • Supported Avaya 4620 IP phone system, including updating, install/repair, and return merchandise authorization(s).
  • Support for Avaya phone system, adding and deleting extensions and setting up new clients and voicemail boxes.
  • Assisted with the new Avaya phone system rollout with implementation of VoIP.
  • Provided telecom support, including Avaya IP phones.

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45. Password Resets

low Demand
Here's how Password Resets is used in Desktop Support Analyst jobs:
  • Conduct setup of users accounts in Active Directory, including password resets, disable/enabling accounts and modifications if necessary.
  • Assisted users with the resolution of all desktop computer related problems, password resets and account unlocks.
  • Provided on-call support for clinical staff, including upgrades, hardware troubleshooting, and password resets.
  • Assist users with password resets as well as administering user rights and restrictions on Active Directory.
  • Utilized Active Directory to manage day-to-day activities such as profile adds/deletes and password resets.
  • Reset Telnet mainframe password, password resets using active directory and elaborated admin rights.
  • Aided managing internal employees in Active Directory including groups and password resets.
  • Managed user/s accounts within Active Directive performing set-up and password resets.
  • Assisted users with mainframe and LAN password resets.
  • Provide laptop and desktop deployments and software upgrades to new employees Create Active Directory accounts for new hires and password resets.
  • Performed password resets and administrative rights Via AS-400 Proficient in high call loads upwards of 60 to 65 calls daily.
  • Provide support for Phone system including backups, account creations, voice mail setup and password resets.
  • Performed Active Directory administration including end user password resets and add/delete users Provided Blackberry and IPhone support.
  • locked accounts, password resets Active Directory password resets, managing user and computer accounts.

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46. SQL

low Demand
Here's how SQL is used in Desktop Support Analyst jobs:
  • Provide point of contact network support for co-located remote servers including user and backup administration of a SQL Server 2000 database.
  • Installed, troubleshot, and managed the SQL Server 2008 R2 database server for the PeterPan and Dory internal ASP.NET websites.
  • Installed main frame apps, database apps with Oracle, SQL and DB2 in an XP environment using Remedy ticketing system.
  • Install various applications, endpoint, SQL server, open BSI, mobile applications and other network duties as needed.
  • Write custom SQL scripts and query's to add, update and to view complex database tables.
  • Created and maintained computer assets database, using SQL to pull reports for replacements/updates.
  • Managed and administered customer SQL databases to convert data and speed up data retrieval.
  • Implemented patches and SQL scripts; performed direct database data manipulation as necessary.
  • Coordinate Exact Alliance MRP upgrade and conversion from MS Access to SQL 2005.
  • Support and troubleshooting of Unix, SQL, Oracle and Mainframe Applications.
  • Maintained SQL Server Environment for System Test and Acceptance Test.
  • Performed backup DBA responsibility for Oracle and MSSQL servers.
  • Installed Oracle/SQL applications like BRIO NAVIGATOR on the desktops.
  • Update and troubleshoot database errors using predefined SQL scripts.
  • Updated web application SQL database records per user requests.
  • Maintained existing Access and SQL Server 2000 databases.
  • Develop and maintain SQL scripts for reporting.
  • Write SQL scripts to generate custom reports.
  • General Responsibilities: Administers Print, File, DHCP, WEB, SQL 2000 and Terminal Servers.
  • Specialize in supporting the Local Government Information Model Database Platform using SQL and File Geodatabase structures.

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47. Sharepoint

low Demand
Here's how Sharepoint is used in Desktop Support Analyst jobs:
  • Installed hardware and software applications, supported LAN/WAN infrastructure and remote access users, created documentation on IT team SharePoint Site.
  • Support SAP, FileMaker Pro, SharePoint, Confluence, and WebDav applications.
  • Implemented new method of documenting software assets by converting from Excel to SharePoint.
  • Manage desktop hardware, Cisco VoIP Phones, and software inventory in SharePoint.
  • Log and track all equipment being repaired via Desktop Operations SharePoint site.
  • Managed accounts for SharePoint 2010 and 2013 as well as Office 365.
  • Created process documentation for inclusion in the Area Ops SharePoint site.
  • Used Microsoft SharePoint to complete reports tracking deployment of equipment.
  • Provided updates for the company's knowledge base in SharePoint.
  • Utilize and update team SharePoint site with support documentation.
  • Help build a SharePoint site for a ticketing system.
  • Performed SharePoint Administrator Tasks as a backup.
  • Work on SharePoint for ticketing system.
  • Produced and maintained help documentation on SharePoint sites; reviewed and updated knowledgebase documentation.
  • Helped department on SharePoint, Infopath created several troubleshooting documents to improve progress.
  • Assisted with developing, deploying and supporting internal Sharepoint site
  • Supported end-user that are new to SharePoint Recommends and / or performs upgrades on systems to ensure longevity.
  • Upgraded Office Communicator to Microsoft Office Lync 2010 to integrate with SharePoint 2010 and other Microsoft products.
  • Use Sharepoint for documentation of asset management; ship new equipment via UPS/DHL to remote offices.
  • Supported Unicenter Service desk ticketing system, SharePoint, and Entrust analyst tools.

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48. Compaq

low Demand
Here's how Compaq is used in Desktop Support Analyst jobs:
  • Performed Desktop Support of Compaq and HP computers; supporting 1.5K+ Users running Windows (Windows 2000 and XP).
  • Performed swapping of hard drives, mapping of printers, and configured PDA on Compaq EVO workstations and laptops.
  • Upgraded their legacy Compaq /HP systems with new IBM machines for Circuit City Corp Office and Store Locations.
  • Convert office from Token Ring to Ethernet and upgrade Compaq computers from Windows NT to Windows 2000.
  • Repaired PC hardware issues on HP, Compaq, and IBM T- and X-Series business laptops.
  • Image Compaq, HP, IBM and Dell desktop and laptop computers with company images.
  • Upgrade and repair both desktop and laptops including Compaq, HP, IBM and Dell.
  • Supported wide range of workstation systems, including HP, Compaq and NEC products.
  • Configured Blackberry, VPN Client and wireless setups on HP- Compaq NC8430 laptops.
  • Upgraded, imaged, resolved problems of IBM, Compaq laptops and workstations.
  • Perform Compaq and HP warranty repair for notebooks, desktops and laser printers.
  • Provided hardware troubleshooting and repair services for Compaq and IBM desktops/laptops.
  • Supported IBM, Compaq and Dell servers, and workstations.
  • Supported HP/Compaq and Dell Workstations and Notebooks running Windows XP.
  • Installed and maintained software and hardware on Compaq workstations.
  • Build and configure IBM/HP/Compaq, workstations, desktops.
  • Installed and configured RAID, updated BIOS and Firmware for Compaq Proliant and Dell Power Edge Servers.
  • Job related responsibilities was to upgrade all of the companies existing Compaq PC's and Laptops approx.
  • Supported Microsoft Windows XP on HP Compaq desktops and Lenovo IBM laptops and networked HP printers.
  • Deployed and configured Compaq, Dell and IBM laptops and pc's.

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49. Dameware

low Demand
Here's how Dameware is used in Desktop Support Analyst jobs:
  • Manage computers using DameWare Remote Administration Software.
  • Managed remote computers via DameWare.
  • Provide remote control support using DameWare Mini Remote Control, and Remote Desktop Connection.
  • Answered help desk phone number and provided remote assistance via telephone conversations and DameWare.
  • Team Viewer and DameWare used for remote sessions.
  • Assisted users remotely using Dameware.
  • Use Altiris, MS Remote Desktop Protocol, and DameWare for deploying images, desktop applications, and backup and restore.
  • Deployed and maintained Employee devices and accounts via SCCM console, Remote control viewer, and Dameware software.
  • Resolved user issues over the phone by using the Remote Admin, and Dameware remote access software.
  • Used remote access tools (Dameware, RDP, TeamViewer) to troubleshoot problems in several countries.
  • Supported users in person and remotely through remote support software (Bomgar, DameWare).
  • Provide in person, phone, and remote desktop support using Dameware and RDP.
  • Handle Windows 2003 Server/XP computer-related problems via remote desktop and Dameware.
  • Provide remote desktop support using Dameware and Remote Desktop.
  • Assist users with remote access using dameware and VNC.
  • Provided remote hardware/software support using of Dameware and PCAnywhere.
  • Utilized Remote Desktop Connection, Dameware and Enteo to provide remote support to in-house departments, off-site offices and telecommuting staff.
  • Worked remotely with dameware as well as deskside break/fix all hardware software issues.
  • Utilized DameWare and VBScript to provide raw datasets of current inventory data.
  • Supported Office 2013 products Provided remote support using DameWare and Lync.

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50. Peripheral Equipment

low Demand
Here's how Peripheral Equipment is used in Desktop Support Analyst jobs:
  • Provide component level replacement for hardware resolution on workstations, notebook computers, printers and peripheral equipment.
  • Install and configure new computer equipment, including operating software or peripheral equipment.
  • Provide guidance and support in ongoing usability of computers and peripheral equipment.
  • Investigate, analyze, troubleshoot, upgrade and resolve PC hardware, applications, software and peripheral equipment problems.
  • Assisted staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment hardware and software.
  • Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Assist clients with installation, configuration and usability of desktop and laptop computers, peripheral equipment and software.
  • Installed, configured, and supported hardware/software for desktop and laptop computers as well as peripheral equipment.
  • Installed monitors and peripheral equipment for new hires and expatriate users coming to campus.
  • Assisted with relocation of companies and configuring of PC's and peripheral equipment.
  • Install and relocate computers and peripheral equipment for end users.

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20 Most Common Skill for a Desktop Support Analyst

Computer Hardware18.4%
Desktop12.2%
Laptops9.2%
Network Printers7%
Windows XP7%
Active Directory6.6%
Hardware Issues5.2%
Troubleshoot4.7%

Typical Skill-Sets Required For A Desktop Support Analyst

RankSkillPercentage of ResumesPercentage
1
1
Computer Hardware
Computer Hardware
14.6%
14.6%
2
2
Desktop
Desktop
9.6%
9.6%
3
3
Laptops
Laptops
7.3%
7.3%
4
4
Network Printers
Network Printers
5.6%
5.6%
5
5
Windows XP
Windows XP
5.5%
5.5%
6
6
Active Directory
Active Directory
5.2%
5.2%
7
7
Hardware Issues
Hardware Issues
4.1%
4.1%
8
8
Troubleshoot
Troubleshoot
3.7%
3.7%
9
9
Technical Support
Technical Support
3.7%
3.7%
10
10
Setup
Setup
3.1%
3.1%
11
11
VPN
VPN
2.6%
2.6%
12
12
Customer Service
Customer Service
2.4%
2.4%
13
13
Citrix
Citrix
1.7%
1.7%
14
14
Remote Access
Remote Access
1.7%
1.7%
15
15
LAN
LAN
1.5%
1.5%
16
16
End User
End User
1.5%
1.5%
17
17
PCS
PCS
1.4%
1.4%
18
18
OS
OS
1.4%
1.4%
19
19
User Accounts
User Accounts
1.3%
1.3%
20
20
Sccm
Sccm
1.3%
1.3%
21
21
Asset Management
Asset Management
1.3%
1.3%
22
22
Helpdesk
Helpdesk
1.2%
1.2%
23
23
Symantec
Symantec
1.2%
1.2%
24
24
Mac
Mac
1.2%
1.2%
25
25
Lotus Notes
Lotus Notes
1.1%
1.1%
26
26
Suite
Suite
1%
1%
27
27
Tcp/Ip
Tcp/Ip
1%
1%
28
28
Trouble Tickets
Trouble Tickets
0.9%
0.9%
29
29
Internet
Internet
0.9%
0.9%
30
30
Voip
Voip
0.8%
0.8%
31
31
Computer System
Computer System
0.7%
0.7%
32
32
Android
Android
0.7%
0.7%
33
33
Novell
Novell
0.7%
0.7%
34
34
SMS
SMS
0.6%
0.6%
35
35
Altiris
Altiris
0.6%
0.6%
36
36
SLA
SLA
0.6%
0.6%
37
37
Level Support
Level Support
0.6%
0.6%
38
38
Software Applications
Software Applications
0.5%
0.5%
39
39
Microsoft Windows
Microsoft Windows
0.5%
0.5%
40
40
Vmware
Vmware
0.5%
0.5%
41
41
Lenovo
Lenovo
0.5%
0.5%
42
42
Mcafee
Mcafee
0.5%
0.5%
43
43
DNS
DNS
0.5%
0.5%
44
44
Avaya
Avaya
0.5%
0.5%
45
45
Password Resets
Password Resets
0.5%
0.5%
46
46
SQL
SQL
0.4%
0.4%
47
47
Sharepoint
Sharepoint
0.4%
0.4%
48
48
Compaq
Compaq
0.4%
0.4%
49
49
Dameware
Dameware
0.4%
0.4%
50
50
Peripheral Equipment
Peripheral Equipment
0.3%
0.3%

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