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Top 50 Help Desk Analyst Skills

Below we've compiled a list of the most important skills for a Help Desk Analyst. We ranked the top skills based on the percentage of Help Desk Analyst resumes they appeared on. For example, 8.5% of Help Desk Analyst resumes contained Computer Hardware as a skill. Let's find out what skills a Help Desk Analyst actually needs in order to be successful in the workplace.

These Are The Most Important Skills For A Help Desk Analyst

1. Computer Hardware
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high Demand
Here's how Computer Hardware is used in Help Desk Analyst jobs:
  • Provide desktop support with hardware/software upgrades, annual hardware maintenance, and replacing/repairing computer hardware.
  • Expedited and efficient troubleshooting resolution of computer hardware and software application issues.
  • Provide technical and troubleshooting assistance related to computer hardware and software.
  • Conducted on-site computer hardware and network deployments.
  • Respond to phone and email requests needing assistance with problems in areas of computer hardware and software.
  • Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
  • Performed troubleshooting of computer hardware (PC) and software applications (50+).
  • Install, modify, and repair computer hardware and software to clean up computers.
  • Installed, troubleshooted and repaired computer hardware (PC and Mac).
  • Assisted in ordering and receiving company computer hardware and software.
  • Used diagnostic tools to troubleshoot Computer hardware and software issues.
  • Install, modify, and repair computer hardware and software.
  • Repaired and installed/maintained computer hardware and software for 500 employees.
  • Maintained and troubleshooting of computer hardware and software.
  • Monitored all client computer hardware and servers.
  • Installed computer hardware for Liberty Mutual.
  • Assemble and Deploy Computer Hardware.
  • Identify personal computer hardware problems and dispatch for replacement of defective components.
  • Provide computer hardware and software support for Department of Commerce, Census Bureau located in Suitland, MD.
  • Support the IT team in the maintenance of computer hardware, software and other systems.

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54 Computer Hardware Jobs

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2. Desk Support
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high Demand
Here's how Desk Support is used in Help Desk Analyst jobs:
  • Performed Help Desk support for nationwide hospitality industry clients while providing technical support for on-site technicians and installers.
  • Provided computer help desk support via telephone communications and remote assistance with end-users.
  • Served as Help Desk support for proprietary business auditing software and managed data warehouse inventory for clients needs.
  • Provided computer help desk support via remote software, email communication, and on-site troubleshooting when needed.
  • Handled and managed calls from staff and students on help desk support issues which resulted in I.T.
  • Help Desk Support for 20-30 users and ensure proper maintenance of workstations, printers and peripherals.
  • Provided exemplary customer service on a High Volume Help Desk supporting 5,000 plus end users.
  • Acted as level 2 help desk support for team of 4 level 1 technicians.
  • Logged, escalated and tracked work requests through resolution using Remedy Help Desk Support.
  • Assisted in Implementing a Help Desk Support Department and Data Recovery Center.
  • Provided tier 1 help desk support for medical and other support staff.
  • Provided front-line help desk support in a call center environment.
  • Assisted the help desk support team on daily basis.
  • Provide level 1 Help Desk Support to users.
  • Provided computer help desk support to end-users.
  • Managed help desk support line creating tickets.
  • Provided computer help desk support for students.
  • Provided knowledge documentation for first and second level service desk support to ensure appropriate updates were recorded in knowledgebase.
  • Provide onsite PC hardware, software helpdesk support for students and faculty members.
  • Provided helpdesk support for Catholic Healthcare West hospitals.

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33 Desk Support Jobs

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3. Technical Support
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high Demand
Here's how Technical Support is used in Help Desk Analyst jobs:
  • Provided technical support for resolution of different devices used with vendors.
  • Serve as technical liaison between user community and technical support teams
  • Ensured customer satisfaction by providing online technical support.
  • Performed troubleshooting and help desk/technical support.
  • Provide application specific technical support within multiple applications including TEBSR, FSGLI, CVS, LMS, and other applications.
  • Responded to customer calls, e-mail, chat, and other request tools for technical support.
  • Provided Tier1 PC and technical support for 100 end-users in a professional services firm.
  • Provided 1st level technical support for ACS employees nationwide primarily over the telephone.
  • Provided the first-level user walk-in and phone technical support for over 10,000 users.
  • Provide second level technical support to all IT Services staff and customers.
  • Provided Tier 1 and Tier 2 technical support to clients.
  • Provide first level technical support of networks across the district.
  • Resolve complex technical support calls as directed.
  • Answer incoming technical support calls.
  • Administered online technical support for 18+ large retail companies Supported the supervising and training of new hires.
  • Assisted educators with technical support of testing products * Data analyst of student reports and scores
  • Provided professional technical support to a diverse audience on a first-call status basis.
  • Handled high volumes of technical support calls for multiple venders.
  • Utilize Altiris ticketing systems for technical support issues.
  • Evaluated the IT strategic alignment to tactical execution of the helpdesk and technical support work streams.

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985 Technical Support Jobs

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4. Remote Access
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high Demand
Here's how Remote Access is used in Help Desk Analyst jobs:
  • Generated accounts for remote access and various internal applications that reduced network administration's department effort.
  • Provided technical phone support to employees on a wide variety of software, remote access, and mainframe applications.
  • Helped end users with basic PC troubleshooting problems, either through remote access or in person.
  • Worked at 1st level for a year and was quickly promoted to 2nd level Remote Access.
  • Resolved network connectivity issues, remote access (RAS)/VPN issues and password resets.
  • Assisted users with remote access connectivity issues with the AT&T Global Network Client.
  • Assist user with remote access issues, Virtual Private Network and laptop connectivity.
  • Used VNC to remote access to user's PC and troubleshoot issues
  • Created and assigned remote access tokens via ACE for VPN access.
  • Handled remote problem solving via phone using remote access software.
  • Resolved advanced technical issues through phone and remote access.
  • Remedy, Active Directory Admin, Remote Access Support.
  • Use NetOp or Secure Meeting for remote access.
  • Help users with VPN and remote access issues.
  • Use remote access software to assist customers.
  • Assisted with establishing WebEx remote access.
  • Identify, research and resolve hardware, software and Windows Based application problems as well as remote access issues.
  • Created drive mappings - Novell, Assign remote access tokens via ACE for VPN and Dial up access.
  • Programmed remote access tool that was used extensively by all helpdesk support technicians company wide.
  • live chat, email, web submission Troubleshooting remote access tools; (e.g.

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179 Remote Access Jobs

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5. Active Directory
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high Demand
Here's how Active Directory is used in Help Desk Analyst jobs:
  • Configured and managed Active Directory profiles and their organizational units.
  • Assisted in administering Active Directory group policy.
  • Modified Organizational Units within Active Directory.
  • Reset passwords and unlocked accounts users needed to log on to Windows accounts using Active Directory.
  • Performed account creations, account deletion, account modifications in Active Directory and MS Exchange.
  • Created, deleted and managed users account on the domain using Microsoft Active Directory.
  • Utilized ActiveRoles to perform Active Directory account management through password reset and GPO assignment.
  • Provide support resetting passwords, creating accounts, group policy for Active Directory.
  • Use Active Directory and LDAP to grant access permissions and troubleshoot access issues.
  • Created, migrated, removed users in Active Directory groups.
  • Installed software and set up users using active directory.
  • Create and edit accounts via Active Directory.
  • Created and modify accounts within Active Directory.
  • Maintained Active Directory and Exchange servers.
  • Create and maintain Active Directory accounts.
  • Performed user account administration such as resetting passwords, creating application-level logins, and activating employee security badges using Active Directory.
  • Analyzed Active Directory reports to manage coverage and develop training materials.
  • Managed user rights and access in an Active Directory/Novell environment.
  • Administered file, print and application servers running Microsoft's Active Directory on a VMware platform.
  • Managed Active Directory usernames and passwords Utilized the Remedy ticketing system Utilized the BrainEKP web-based knowledge center

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258 Active Directory Jobs

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6. Phone Calls
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high Demand
Here's how Phone Calls is used in Help Desk Analyst jobs:
  • Answered phone calls, following all telephone protocols and collecting all necessary information for proper resolution or escalation of the problem.
  • Provided general desktop and Microsoft Office support, Responds to telephone calls, email and personnel requests for technical support.
  • Responded to high volume incoming phone calls for one stop call resolution and identifying next level of support.
  • Responded to phone calls and email requests for assistance from customers in relation to photo processing equipment.
  • Answered phone calls, entered data, solved basic to difficult technology issues with customers.
  • Assist users with system, account and document issues via phone calls and emails.
  • Fielded a heavy volume of outbound customer phone calls in a busy call-center environment.
  • Handled phone calls from internal end users from various locations within the company.
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
  • Responded to phone calls and emails regarding user requests for computer assistance.
  • Answered incoming support phone calls and documented calls in ticket tracking system.
  • Answer phone calls as quickly as possible while providing maximum customer service.
  • Answered phone calls, documented and reported computer problems for resolutions.
  • Strive to resolve issues during the initial telephone calls.
  • Worked phone calls from customers having various user issues.
  • Fielded call center phone calls.
  • Respond to phone calls from faculty, staff, and students regarding email, passwords, Canvas, and hardware issues.
  • Manage and assign client phone calls and monitor their resolutions Assess, diagnose, resolve and document reported issues.
  • Received escalations from Helpdesk team and provided network technical support via tickets and phone calls.
  • Answered phone calls in a timely manner and resolved any level 1 issue.

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22 Phone Calls Jobs

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7. Desktop
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high Demand
Here's how Desktop is used in Help Desk Analyst jobs:
  • Provided Level 1 phone based tech support troubleshooting for company employees for desktop, laptop, and Virtual Environment systems.
  • Provide desktop support including creating images specific to client requirements and deal with issues pertaining to hardware and applications.
  • Managed (supervised) a technical staff of 8 desktop support technicians and conducted quarterly performance evaluations.
  • Provided hardware and software testing, validation, deployment, and support resolution of desktop systems.
  • Imaged, deployed, and mounted thin clients and desktops to wireless and permanent O.R.
  • Provide phone, e-mail, and remote desktop service to internal and external user groups.
  • Escalated issues with either desktop or stores to appropriate parties in a priority manner.
  • Provide desktop support for at least 10 different Law Firms.
  • Used Remote Desktop Assistance to access client computers.
  • Resolved network issues from switch to desktop.
  • Supported PC's, Macs and Linux OS's on laptops and desktops.
  • Used VMware to create virtual (multiple) sessions on servers and desktops for testing and production use.
  • Supported hardware and software on both classified and non-classified desktops, peripherals and network for Sandia National Labs.
  • Used Remote Access technology (Cisco VPN, Remote Desktop, Bomgar) on a regular basis.
  • Manage and support client network and telecom infrastructure, s/w, server, and desktop applications.
  • Assisted and designed plan with desktop to Virtual Machine rollout to thin clients.
  • Provide support for desktops, laptops, tablets and smartphones.
  • Reset User ID and Password Navigated all Desktop Publishing tasks
  • Addressed login issues using Citrix Xen App and Active directory desktop applications.
  • Created Desktop support ticket portal Asset management User Administration New employee orientation Document processes and created Knowledgebase Articles

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723 Desktop Jobs

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8. Troubleshoot
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high Demand
Here's how Troubleshoot is used in Help Desk Analyst jobs:
  • Provide information and assistance for system hardware/software problems Troubleshoot with complex problem solving, critical thinking and deductive reasoning.
  • Experienced troubleshooting/fixing PC problems remotely using Systems Management Server and System Center Configuration Manager.
  • Perform initial detailed technical troubleshooting and determine escalation path for issue resolution as required.
  • Performed troubleshooting, analysis and research of software/hardware issues.
  • Utilize troubleshooting materials for resolutions.
  • Perform routine tasks to set-up, test, help, and troubleshoot company applications with and for end-users.
  • Improved productivity by assisting at the Morgan Stanley help desk to troubleshoot physical computer and software issues.
  • Answer, troubleshoot and document inbound calls and contacts initiated through channels.
  • Assisted in troubleshooting various network, credit card and gift card issues.
  • Install and troubleshoot hardware and software as needed in all facilities.
  • Provide assistance to work at home users with Cisco AnyConnect troubleshooting.
  • Used remote tools (Land desk, DameWave) to troubleshoot.
  • Experience in troubleshooting, diagnosing and resolving client's issues.
  • Supported and troubleshoot Blackberry's and PDA's.
  • Prototyped system upgrades to identify potential problems and learned to operate and troubleshoot new systems.
  • Managed $11M IT service facility supporting and troubleshooting all hardware, software and network issues.
  • Trained Pac Bell line men to install, configure and troubleshoot DSL hardware and software.
  • Utilize SQL for backend testing and tier II troubleshooting.
  • Programmed databases on the Mitel MiVoice Office 250 Remotely worked on clients computers to troubleshoot problems Earned Mitel certifications
  • Performed hardware and software troubleshooting Installed software remotely Set up and dispatched repairs Reset Paswords

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260 Troubleshoot Jobs

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9. Network Printers
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high Demand
Here's how Network Printers is used in Help Desk Analyst jobs:
  • Perform installation and general troubleshooting of local and network printers.
  • Installed local/network printers and other peripheral devices.
  • Serve as primary point of contact for troubleshooting hardware, software (COTS and AIS), and network printers.
  • Provided hardware support for: HP Compact TC 1100, IBM ThinkPad T series, local and network printers.
  • Maintained network printers by changing cartridges, resolving minor errors, and coordinated service for major repairs.
  • Installed, Configured, & Supported HP Desktop PCs, DELL/HP Laptops, and HP Network Printers.
  • Provide technical support for POS registers, Network printers, equipment and networking devices.
  • Use Remote Desktop to connect to servers to troubleshoot network printers and services.
  • Installed local printers and mapped network printers/ copiers to the end users computer.
  • Assist users on setting up or diagnosing issues with Microsoft network printers.
  • Set the user's network printers up after logging into the network.
  • Installed and troubleshot printer driver software and connected network printers.
  • Configured network printers, digital senders, and fax machines.
  • Map end-users to network printers and network drives.
  • Installed/updated hardware drivers, mapping network printers.
  • Diagnosed and troubleshoot local/network printers and multi-function printers from multiple vendors.
  • Used Bomgar to remotely support off-site clients, updated Microsoft workstation software through automated scripts, Supported client and network printers.
  • Ordered replacement hardware such as workstations, all in one printers, network printers and monitors.
  • Configure and setup network printers Provide support for Blackberry's
  • Shift maker, mapping network printers / drives, excel, outlook / exchange) as well as the P.E.D.S.

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10. Email
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high Demand
Here's how Email is used in Help Desk Analyst jobs:
  • Processed an average of 30 inbound and outbound technical support calls daily as well as responding to support requests via email.
  • Answer and respond appropriately and professionally to all customer questions/problems that the Support Center receives via telephone and email.
  • Act as a single point of contact for phone calls and emails from clients regarding IT issues and queries.
  • Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
  • Reported second level Windows PC, laser printer problems to field techs using email, mobile contacts.
  • Worked with emails sent from users to provide fixes to their software or hardware.
  • Assisted customers with technical issues via email, live chat and telephone.
  • Responded to telephone calls, emails and personal requests for technical support.
  • Provide level 2 support for configuration of smart phones for corporate email.
  • Purged Microsoft Active Directory Service and Microsoft Exchange email accounts as needed.
  • Provided phone and email support for more than 35,000 internal customers.
  • Administer global email distribution lists in Exchange 2003 and 2010 environments.
  • Tracked all support requests, calls, and emails.
  • Answered and responded to calls and email requests.
  • Configure user email accounts in MS Outlook.
  • Set up Exchange server email.
  • Assisted users resolve hardware and software issue Assisted users with the setup of their personal phones to receive company emails.
  • Respond to phone calls, emails, and in-person requests Help migrated user to Microsoft Office 365 Exchange
  • Log all client contacts - calls, emails, or voicemails - into the appropriate ticketing tool.
  • Support of 150+ Beaverton employees (phone/email/Lync/inperson).

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900 Email Jobs

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11. Customer Service
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high Demand
Here's how Customer Service is used in Help Desk Analyst jobs:
  • Communicated professionally with industry-leading customer service.
  • Mentored newly hired staff providing in-depth training on company policies and procedures and customer service expectations.
  • Recognized for outstanding quality of customer service with numerous customer-support awards and personal commendation from clients.
  • Provided technical support to various customer service representatives, clients and administrative personnel.
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
  • Delivered a high quality of customer service experience to all users when resolving computer related issues.
  • Learned to provide great customer service to doctors, directors and various staff throughout the facility.
  • Provided excellent customer service including asking appropriate questions to identify root cause and rectifying the issue.
  • Provide customer service to customers who ask about produce pricing or product usage.
  • Provided excellent customer service for the branch employees on their questions and tickets.
  • Provide excellent customer service to over 60,000 district employees regarding IT needs.
  • Analyze the customer's issues while resolving them with excellent customer service.
  • Provide excellent customer service to clients in a high call volume environment.
  • Demonstrated record of exceeding sales goals and excellent customer service.
  • Coached agents in order to improve customer service.
  • Provide professional customer service at all times.
  • Obtained the HDI Customer Service certification.
  • Resolved customer issues and concerns in a timely manner; ensured high quality customer service, handling large volume of calls
  • Provided excellent customer service Configured, deploy, maintain, troubleshoot and support computer workstations.
  • Provided superior and knowledgeable customer service and support to US D.O.E users.

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1,062 Customer Service Jobs

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12. Windows XP
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high Demand
Here's how Windows XP is used in Help Desk Analyst jobs:
  • Support Microsoft Office, Windows XP and 2000, Standard Desktop, remote access, password administration, and hardware diagnostics.
  • Deployed and managed Windows 7 and Windows XP Operating Systems to include break-fix, installation, troubleshooting, and imaging.
  • Answer hardware and software questions ranging from setup of Windows XP and MS OFFICE 2007 to Windows 2003 server.
  • Installed Windows XP operating systems and Microsoft applications, while assisting the faculty and students with network access.
  • Logged and Tracked calls received using a Windows XP and/or 7 desktop systems running a web-based ticketing system.
  • Maintain a working knowledge of Windows XP, Server 2003 and the latest versions of Mac OS 10.
  • Provide support to Windows XP, Windows 7, Mac OS X and Virtual Machine users.
  • Upgraded computers from Windows XP to Windows 7 in capacity of customer technical representative.
  • Led migration team converting over 2,200 workstations from Windows 2000 to Windows XP.
  • Provide support on Windows XP/Vista/7, Office 2007/2010, and Outlook 2007/2010.
  • Assisted customers with the mass upgrade from Windows XP to Windows 7.
  • Provided technical phone support for 4500 end users in a Windows XP.
  • Perform Windows XP/7 and Microsoft Outlook profile recreations as needed.
  • Install Windows XP on laptop around the office.
  • Provided Level 1 Help Desk phone/call center support Provided effective assistance on Mac, Windows XP, 7, 8 machines.
  • Served as the initial point of contact for resolution of desktop/workgroup-related problems in a Windows XP user environment.
  • Provide direct support in a Novell Networking environment with Windows NT 2000/Windows 98 / Windows XP client systems.
  • Contract Environment: Windows XP Answering calls in a call-center environment using incident management software.
  • Provided technical phone support for 8000+ end users in a Windows XP/Novell environment.
  • Major Outcomes: Experience supporting Windows XP, Server 2000, Lawson/Informix database and many types of hardware/software and networking

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3 Windows XP Jobs

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13. Hardware Issues
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high Demand
Here's how Hardware Issues is used in Help Desk Analyst jobs:
  • Analyzed and diagnosed hardware issues for internal home-based users.
  • Dispatched on-site technicians for high-risk hardware issues
  • Provide assistance, guidance, and support to Chief Counsel Attorneys with desktop and laptop applications and hardware issues.
  • Excelled in a dynamic, fast-pace environment, resolving remote software / hardware issues in a large corporate environment
  • Received and answered questions for all users in the Ohio region utilizing troubleshooting techniques for software/hardware issues.
  • Resolved network adapter, DNS server issues, and also hardware issues for residential customers.
  • Supported 30-40 daily calls on computer software and hardware issues via the hospital support line.
  • Handled hardware issues which include printers, laptops, desktops, routers, peripherals.
  • Assisted a wide range of clients with software and hardware issues over the phone.
  • Provided support on software and hardware issues for employees of Sykes Enterprise.
  • Fixed hardware issues for laptops, desktops, and peripherals.
  • Teamed with Systems Administrators to resolve software and hardware issues.
  • Assisted Sr. Network Administrator with basic networking hardware issues.
  • Assist end users with printing software and hardware issues
  • Investigate and resolve computer software and hardware issues.
  • Completed repairs of hardware issues.
  • Communicate with the proprietary technicians/programmers, examine software errors/hardware issues and recommend alternatives and or improvements to the proprietary programs performance.
  • Performed troubleshooting and technical diagnostic support on all software/hardware issues within a fast-paced tech start-up environment.
  • Answered trouble calls and assists with hardware issues, installations, moves and de-installs.
  • Replace, reimage or repair hardware issues.

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6 Hardware Issues Jobs

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14. VPN
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high Demand
Here's how VPN is used in Help Desk Analyst jobs:
  • Assist clients through configuration of Dial-Up Networking, RAS, VPN setup, and home networks.
  • Responded to all help-desk related questions, via e-mail using VPN (Virtual Private Network).
  • Provide guidance and assistance for end users connecting through VPN connection and remote assistance.
  • Provided VPN tokens support services and mapped devices to the Exchange Enterprise server.
  • Managed support requests regarding VPN / remote access and network connectivity issues.
  • Created, disabled and reactivated users accounts in Active Directory/SAP/Oracle/VPN and Cisco.
  • Perform hardware repair and new software installation and VPN access.
  • Solve clients networking and VPN issues.
  • Trained end users connecting to VPN.
  • Utilized both VPN and pcAnywhere to provide timely upgrades to customers' systems, as well as troubleshoot and diagnose problems.
  • Provided assistance with remote connectivity software via VPN client for Fiber-link on dial up and broadband computer setups along with Citrix.
  • Provide support for VOIP based Cisco devices and Cisco Virtual Office package, including Cisco VPN and Citrix.
  • Created and maintained Avaya telephone account using VPN, and set up Cisco IP phones.
  • Assisted end-users with any LAN/WAN/VPN issues and resolved in a timely manner.
  • Support VPN connections and upgrading of new software product rollouts.
  • Provide Blackberry and vpn support for users in the field.
  • Assist user with remote access to firm network thru VPN or Citrix.
  • Supported users on MS Office, Citrix, VPN, Outlook, GroupWise, Novell and MS Windows issues.
  • Document all problem and resolutions using Tivoli tracking system Perform telephone troubleshooting of system problems including VPN and dial-up access.
  • Provisioned and managed TSO/MSO RSA accounts and tokens, Citrix/Citrix Receiver, Webex and Intercall accounts, Cisco AnyConnect VPN.

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75 VPN Jobs

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15. Helpdesk
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average Demand
Here's how Helpdesk is used in Help Desk Analyst jobs:
  • Created and documented new procedures for helpdesk operations.
  • Answered incoming calls from McGraw Hill's staff, entering information in the helpdesk database (Remedy).
  • Monitored helpdesk ticket queues to reassign and escalate to level 2 and 3 teams and to management.
  • Act as front face of Helpdesk/Corporate IT and Technical/Network Engineering Department(s).
  • Assisted in developing and implementing policies and procedures for the Corporate Store Systems Helpdesk.
  • Identify, troubleshoot, and resolve technology related issues called/emailed to the Helpdesk.
  • Transferred to the Field support Unit, receiving and resolving helpdesk tickets.
  • Log all helpdesk calls or email requests and update problem profiles.
  • Enter, assign, and track helpdesk tickets in the system.
  • Provided Helpdesk support for Department of State customers.
  • Provided helpdesk, desktop and remote support.
  • Provided assistance on various Helpdesk tickets.
  • Perform ticket review of helpdesk associates.
  • Maintained and upgrade the Helpdesk Database's, PMPS, Info/Man, ECCO and LAN.
  • Modified and implemented employee helpdesk support procedures Supported reporting / synchronizing software for sales engineers.
  • Answered incoming calls from Yahoo's staff national/international, entering information in the helpdesk tracking system (Y!
  • Enter solutions for all service tickets into the helpdesk software application for inclusion in the knowledgebase.
  • Created helpdesk documentation with step by step instructions on resolving pc issues.
  • Introduced helpdesk guides deployed to every client upon request.
  • General Helpdesk Analyst Supporting Medical Applications and users with password, email, application issues, vpn, iphone and ipad.

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90 Helpdesk Jobs

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16. Password Resets
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average Demand
Here's how Password Resets is used in Help Desk Analyst jobs:
  • Diagnosed and resolved end-user challenges: Security password resets, provided desktop support; wireless synchronization issues, and server/network outages.
  • Respond to client requests for application, domain and mainframe password resets, resume network/portal connectivity, and general technical inquiries.
  • Performed password resets for various user accounts such as Windows, Mainframe, UNIX, PeopleSoft, Databases, etc.
  • Provide level one support to a global organization, including issues from password resets to complex desktop and server issues.
  • Respond to daily service center emails and phone calls to resolve system questions, initialize security access, password resets.
  • Support ranging from simple password resets/unlocks to in-depth software installation and break/fix, critical thinking, and problem solving.
  • Analyze, troubleshoot and resolve intermediate to complex TriCore Clinical application issues, User access and password resets.
  • Answered customer calls regarding account lockouts and password resets in Active Directory for Shire and Anthem Employees.
  • Analyze, troubleshoot and resolve simple to intermediate TriCore LIS applications, hardware issues and password resets.
  • Modified OS, Domain, Mainframe, Server and Proprietary Application password resets for all end users.
  • Complete requests for password resets, hardware, software diagnostics and work to eliminate recurring problems.
  • Performed password resets, troubleshot POS register issues, printer installs, and some software support.
  • Perform password resets and assist other help desk analyst with duties.
  • Performed password resets on Windows NT and Novel Servers.
  • Performed password resets in various systems.
  • Performed password resets for end users.
  • Assisted customers with password resets.
  • Provided password resets for users trying to log onto the Network as well as SAP, RAS, Citrix, etc.
  • Provide user account activations, password resets, and other technical user account issues.
  • Perform password resets and recovering user IDs for users using Tivoli software.

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63 Password Resets Jobs

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17. Laptops
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average Demand
Here's how Laptops is used in Help Desk Analyst jobs:
  • Performed first-level software and hardware support for Fujitsu and Panasonic Laptops.
  • Co-coordinated the refurbishment of older PC's and laptops to be donated as charity to schools and religious organizations.
  • Handled hardware issues involving network/local printers, laptops, docking stations, monitors, desktop hardware and RSA tokens.
  • Managed additional projects to provide and replace computers, laptops and software aimed at increasing and managing donations.
  • Provided Support to the client's desktops & laptops via the phone, email and remote tools.
  • Provided PC's and Laptops image support for Windows O/S: 2000Pro/Server, XP Pro.
  • Install patches, updates on desktops and laptops and install and/or upgrade Microsoft Operating Systems.
  • Install and troubleshoot laptops, printers, and various software programs including MS office.
  • Imaged desktops and laptops with new build version for testing and performed Smoke Test.
  • Perform troubleshooting for desktops, laptops, printers and other supported products.
  • Installed applications to new student s laptops using 512mb memory stick.
  • Supported the employee's laptops and desktops software and hardware.
  • Install and setup windows 7 on laptops and desktops.
  • Set up laptops for field employees with Cisco/VPN software.
  • Updated all windows 7 laptops to Windows 10.
  • Performed Windows 7 migrations on computers and laptops
  • Used Ghost images to re-image faulty desktops/laptops.
  • Installed wireless access, scripts, updated drivers on laptops: Toshiba, Dell Inspirion e1405 and Latitude d600.
  • Install and configure Citrix client software on desktops, laptops and apple devices.
  • Reimaged laptops, and desktops, as well as repaired hardware.

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18. Setup
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average Demand
Here's how Setup is used in Help Desk Analyst jobs:
  • Manage service requests, software installations, new computer setups, upgrades and record incident resolutions in the Help Desk tool.
  • Review security procedures with clients, assisted in the setup, as well as deactivation process of account and application privileges.
  • Inspected, replaced and setup routers and wireless routers, hub switches, patch panels and access points.
  • Monitor and complete setups for all file transfer protocols including standard FTP, SFTP, FTPS.
  • Support Blackberry wireless devices: including setup of corporate email, and encryption issues.
  • Installed and worked directly with AT&T on wireless modem setups and troubleshooting.
  • Help support the setup, installation, and configuration of desktop hardware and software.
  • Assisted with network issues, also user set-ups, presentation setups and meeting set-ups.
  • Blackberry Support, New PC build, new employees Setup and training.
  • Assist with device setup and provide how-to instruction on using them.
  • Assisted in the setup of Cisco IP Phones.
  • Created and setup training sessions.
  • Provided technical support for trade shows (CES, IFA, IBC, CEATEC) including A/V setup.
  • Fielded and resolved all student PC calls Setup systems for all registration related events including student registration and camp registration
  • Selected Contributions: Created training documentation and equipment setup documentation for the IPNI system.
  • Used Teamviewer for remote access, joined the KGP domain, and setup the software used by KGP.
  • Assist employees with mobile handheld devices including e-mail setup within iPhone, iPad, Droid, and Blackberry.
  • Used Bomagar to support remote users, setup service requests for warranty Dell repairs with Third party vendors.
  • Travel to other jobsites for network setup and configuration, or maintenance.
  • Helped to setup online payment sites for various medical practices.

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307 Setup Jobs

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19. Internet
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average Demand
Here's how Internet is used in Help Desk Analyst jobs:
  • Involved with administering and maintaining corporate infrastructure, including network connectivity, internet access, email, and communications.
  • Provided internet website security and website activity reports with WebSense.
  • Diagnose and resolve fundamental network issues involving internet connectivity issues.
  • Provided telephone support for internet services customers.
  • Tested printing capabilities and internet access.
  • Administered basic computer training courses and scheduled classes for mature and young adults with limited to no computer or internet experience.
  • Answer internet customers phone calls; troubleshoots and logs problems with dial up, DSL, and cable internet access.
  • Provided assistance to users with various applications including Outlook, Office, Internet Explorer, and in-house web based applications.
  • Position also required familiarity with all common WWW, Usenet, FTP, Chat, and Internet mail software.
  • Web technologies: Troubleshoot missing or corrupted Java, and Configured internet settings for Internet explorer 7 and 8.
  • Provided technical support on internet connectivity, resolved local area network (LAN) issues and network configurations.
  • Provided Internet technical support, helped customers install and configure DSL modems and set up internet accounts.
  • Provide WAN, hardware, software, telecommunication, Internet, network security assistance.
  • Configured software such as adding Internet connections on Windows XP and Windows 7.
  • Configured clients' equipment to connect to the Internet via modem/DSL Router.
  • Advised customers of policy and procedures of Time Warner Cable internet products.
  • Coached staff with home internet connections, wireless modems, and printers.
  • Configure proxy settings on Mac's for internet use and VPN Connections.
  • Trouble shoots multiple desktop software applications including: Internet Explorer, MS Office Suite', etc.
  • Worked as member of a small startup team to establish a new Internet help desk.

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200 Internet Jobs

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20. Citrix
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average Demand
Here's how Citrix is used in Help Desk Analyst jobs:
  • Administered Citrix XenApp environment to ensure user access to line of business clinical applications.
  • Designed and implemented applications to provide Citrix-based, web accessible solutions.
  • Worked with users from other countries through the use of Citrix to make a connection to their devices to resolve issue.
  • Provided support for remote Outlook users through citrix terminal server, web mail, and especially VPN.
  • Trouble shoot network, Citrix server, workstation, thin client and printer issues.
  • Conducted frequent remote user support using Citrix Session Manager, UltraVNC, and LanDesk.
  • Used SAP access to troubleshoot access and printing issues for SAP within Citrix.
  • Create users and set rights in a Microsoft and Citrix environment.
  • Provided support for Oracle, Citrix and Outlook software as well.
  • Support all end user issues with the 70+ Citrix Severs.
  • Supported Citrix based applications used by GSK District Managers.
  • Stage releases, changes and updates for various teams (MS SQL DBA's, AntiVirus, Backup, Citrix).
  • Supported a pure-Windows, Citrix Virtualized Environment.
  • Account Creation and Administration (AD, Exchange, Citrix, Chartmaxx, AS400, Sunrise Clinical Manger).
  • Dispatch all store equipment calls on citrix/metrix based system to vendors for hardware repair and general repair.
  • Ensured system availability for off shore contracts and workers using Citrix XenApp, and Citrix XenDesktop.
  • Used and supported Kronos, Hitachi Password Manager, Web Desk, and Citrix.
  • Provided troubleshooting support of VPN, Citrix and Aircards for mobile users.
  • Used Citrix Server Admin access to resolve issues with Citrix.
  • Fielded Citrix Xen Desktop 7.1 system to sales staff at remote offsite locations over 4G iOS devices.

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48 Citrix Jobs

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21. User Accounts
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average Demand
Here's how User Accounts is used in Help Desk Analyst jobs:
  • Created/deleted and maintained user accounts in Microsoft Active Directory.
  • Administered user accounts using Active Directory.
  • Installed/configured user accounts on Linux/Unix.
  • Manage user accounts, clients, servers, and applications using Active Directory.
  • Handled setting up new users, resetting passwords, and unlocking user accounts.
  • Managed user accounts, mailboxes, virus server, and version management system.
  • Created new user accounts and provided support to printers in the organization.
  • Created and maintained user accounts within Active Directory and PeopleSoft.
  • Handled administration of local and domain user accounts and groups.
  • Create new user accounts to on-site and off-site personnel.
  • Move user accounts and mailboxes within and between domains.
  • Administered user accounts & network shares in Active Directory.
  • Created and maintained NT domain user accounts.
  • Managed user accounts for network and applications.
  • Create user accounts, and profiles.
  • Disable user accounts for inactive users.
  • Maintained user accounts via Active Directory.
  • Processed request and provisioned user accounts hosted on Windows/Novell/Mainframe platforms ensuring users were able to access accounts.
  • Unlocked administrator accounts, service accounts, user accounts and provided password resets within Active Directory.
  • Remediated software problems and user accounts in Active Directory.

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160 User Accounts Jobs

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22. Lotus Notes
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average Demand
Here's how Lotus Notes is used in Help Desk Analyst jobs:
  • Participated in Lotus Notes to Microsoft Office Migration
  • Earned Lotus Notes Specialist certification.
  • Pulled daily backups and was responsible for minor server room duties which included rebooting print servers or Lotus Notes server.
  • Prepared and presented instruction to employees in the use of Microsoft Office 97 products and Lotus Notes E-Mail.
  • Supported connectivity, personal computers, Mac desktops, Lotus Notes, and Microsoft applications.
  • Resolved Lotus Notes 8.5 system locks through password resets and repairing databases and client-side configurations.
  • Provided outstanding support regarding Lotus Notes, VPN, Blackberry and Wireless.
  • Tracked activity and resolved issues using Remedy call tracking and Lotus Notes.
  • Used Lotus Notes to provide efficient and accurate problem resolution.
  • Assisted with Lotus Notes to MS Outlook Exchange Conversion.
  • Supported palm pilot data synchronization with lotus notes.
  • Assisted users with Lotus notes issues as appropriately.
  • Managed Lotus Notes mail clients.
  • Setup/created/administered knowledgebase articles related to the Lotus Notes/MS Outlook 2007 transition.
  • Installed and used Dell applications such as Doms, DPS, Expo, Salinas, Lotus Notes, Remedy.
  • Installed and configured Lotus Notes 6.04, and Sametime 3.01.
  • Have extensively used the Vantive tracking system and Lotus Notes.
  • Create and Maintain Various Accounts Lotus Notes, CareVue, PIN, E browser, DHIS, and SAP.
  • Averaged highest number of calls completed within team Supported thousands of users migrating to Outlook 2013 from IBM Lotus Notes.
  • Support end users with Citrix, E1, Lotus Notes, JDEdward, and Microsoft Office issues.

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23 Lotus Notes Jobs

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23. End User
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average Demand
Here's how End User is used in Help Desk Analyst jobs:
  • Designed effective technical and end user documentation to teach software programs and proactively address customer issues.
  • Documented installation procedures and provided the end user training curriculum.
  • Provided support to end users in a call center environment via phone and email relating to hardware and software.
  • Update client specific knowledge base and instruct end users on proper use of client hardware or software.
  • Provide IT support and problem resolution for company end users via phone, email or remote control.
  • Provided technical support to IBM field technicians, end users, store/district managers and store associates.
  • Responded within strict time limits to meet end user requests for account access and password resets.
  • Supervised and trained the Help Desk team on increasing first level support solutions for end users.
  • Ask qualifying questions to properly address the end user's issues at hand and resolve.
  • Work with end users, vendors, and the business to resolve issues.
  • Provided remote support using - Proxy, or Carbon Copy to end users.
  • Lead End User Computing and Technical Teams to determine hardware/software requirements.
  • Provide support for all CSX end user devices and applications.
  • Provide end user support for Windows XP and Windows 7.
  • Pass feedback from customers on to the End User.
  • Maintained backups and performed restores for end users.
  • Communicated with end users on the status of their Siebel trouble tickets and closed tickets when resolved.
  • Possess strong analytical skills used to resolve technical problems for end users.
  • Worked with end users in the United States and Brasil.
  • Help Desk Analyst * Tier II end user support.

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2,104 End User Jobs

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24. Mainframe
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average Demand
Here's how Mainframe is used in Help Desk Analyst jobs:
  • Provided customer support for agency information systems and operated office equipment in a stand-alone, network, and mainframe environment.
  • Developed and maintained database management tools essential for data migration, conversion and mainframe system operation.
  • Analyzed and resolved a high percentage of initial customer contact in the areas of PC/LAN, Mainframe, and Client Server.
  • Provided first level of support for internal users with hardware, software, mainframe, networking, and desktop problems.
  • Worked with and supported applications such as Remedy, all MS Office applications, Mainframe and numerous others.
  • Provided support in Windows NT, 98, 2000 and XP environments and well as AS400 mainframe support.
  • Provided assistance with Desktop computer problems, in addition to LAN and mainframe computer problems.
  • Assigned user rights for Active Directory and mainframe applications, passwords resets, on-boarding/off-boarding.
  • Gained excellent experience in the operation and support of various mainframe and custom applications.
  • Operated IBM mainframe and peripheral equipment on day shift, including monitoring of servers.
  • Consulted with customers and second level technical support in reporting mainframe problems.
  • Maintain a database of records on a mainframe system - OS/390.
  • Provide support and account management for several Mainframes.
  • Create profiles on company's Mainframe.
  • Provided mainframe and AS400 troubleshooting.
  • Help answer specific desktop, mainframe and multi-platform application and hardware questions related to usage and availability.
  • Reset LAN and Mainframe Passwords and ID for stores and in house clients Walk clients through procedures for home office clients.
  • Provided support for United's UNIX mainframe systems, Unimatic, General Services, TSO Info, Mileage Plus and Apollo.
  • Sound knowledge in Office 2007 -Strong knowledge in UNIX and Mainframe password reset -Collaborate with peers towards resolution of problems.
  • Exposed to several Mainframe applications - Infoman, Netview, TAO Email.

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46 Mainframe Jobs

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25. Trouble Tickets
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average Demand
Here's how Trouble Tickets is used in Help Desk Analyst jobs:
  • Dispatched trouble tickets to the correct IT groups, if the issue was beyond my level of IT support.
  • Engaged and tracked Priority 1 issues, timely documentation, escalation, resolution and closure of trouble tickets.
  • Contributed in the rapid resolution and closure of trouble tickets including level two and level three hardware issues.
  • Routed/referred trouble tickets to other help desks or CMS resources and provided status updates to clients.
  • Documented and closed or routed all trouble tickets via web based Service-now.com incident reporting system.
  • Edit and maintain assigned trouble tickets in Magic to show course of action and resolution.
  • Participate weekly conference calls with government to discuss severity 1&2 trouble tickets.
  • Record and update trouble tickets within Remedy in a timely and clear manner.
  • Earned a reputation for quickly responding to trouble tickets and prioritizing user requests.
  • Tracked and resolved trouble tickets pertaining to POS equipment and related peripherals.
  • Create trouble tickets in OPAS system for computer and software issues.
  • Created trouble tickets to log issues resolved by Help Desk staff.
  • Create, escalate, respond to, and close trouble tickets.
  • Opened trouble tickets and transferred to appropriate entities for resolution.
  • Tracked and manage trouble tickets received on a daily basis.
  • Prioritize incoming trouble tickets and phone calls.
  • Create and track trouble tickets.
  • Submit trouble tickets using Remedy.
  • Followed up on all non-closed trouble tickets ensuring end users problems have been resolved.
  • Responded to user service requests and expediently resolved trouble tickets to maximize system uptime.

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8 Trouble Tickets Jobs

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26. LAN
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average Demand
Here's how LAN is used in Help Desk Analyst jobs:
  • Integrate periodic team assessments and quality control plan to identify opportunities for improvement and training.
  • Provided end-user technological support for computer and LAN-related issues.
  • Created and scheduled implementation Go-Live plan.
  • Key player of project responsible for planning, developing and supporting a call tracking system built within the BMC Remedy application.
  • Perform routine network maintenance checks as well as configure and manage printers, copiers, and other miscellaneous network equipment.
  • Designed, planed, organized and assisted to direct orientation and training for employees and scheduled classes.
  • Assist clients with event planning by securing equipment, supplies, facilities, publications and other services.
  • Created and implemented project plan to assume help desk responsibilities for PSNC upon completion of merger.
  • Monitored, troubleshot and dispatched service logs for LAN/WAN and servers.
  • Assist in installation of workstations and printers on the LAN.
  • Assisted with writing on ongoing implementation of technical plans.
  • Developed and planned pilot for the project.
  • Support approximately 200 SMBs in the Atlanta area and internationally using standardized networking infrastructure and tools for remote support.
  • Key Contributions: * Numerous successful software rollouts for customers in Atlanta and internationally, using GPO and scripts where appropriate.
  • Selected to provide technical support for a pilot with Apple Computer to integrate iPods into the World Language curriculum.
  • Planned, implemented, and administered Server 2003 Enterprise Edition and the schools wireless networks.
  • Installed Windows NT 4.0 Server and administered 18 node Window s NT LAN.
  • Answer questions in regards to limitations on various insurance plans.
  • Created project plan for Office365 rollout to sister company.
  • Contributed to the IT budget planning.

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338 LAN Jobs

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27. Suite
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average Demand
Here's how Suite is used in Help Desk Analyst jobs:
  • Provide extensive user support for Horizon (McKesson) software, MS Office Suite, Outlook and Notes Florida Share System.
  • Supported a suite of 30 proprietary IBM Mainframe applications and other proprietary NYS applications built to manage inmates and parolees.
  • Identified, troubleshot, resolved, and documented software issues for Windows XP, Office suite, and other programs.
  • Resolved desktop support issues for corporate and executive end users involving Windows 2000/XP, Outlook, and Microsoft Office suite.
  • Provided advanced user support on Microsoft Office Suite, Exchange, BlackBerries and other applications via telephone and desk-side support.
  • Provided additional support in the operation of PC's including MS Office Suite, and other company proprietary systems.
  • Coached client's through 'how to' questions for Microsoft Office '97 Suite and Lotus '97 Suite.
  • Train end-users with basic computer operations, care, and maintenance and Microsoft Office Suite products usage.
  • Planned and managed the upgrade of 70 workstations to Windows 2003 and MS Office Suite.
  • Provide support for Microsoft Office suites (2010, 2013) and Microsoft Exchange applications.
  • Support Windows 95/2000/XP/7 Support Office Suite Support Hospital Proprietary Apps Troubleshoot Network and Printer Issues
  • Supported MS Office Suite including Outlook & IE 8 and Google Chrome.
  • Deploy McAfee Anti-Virus Suite to local user base.
  • Supported a suite of proprietary MCI applications.
  • Provide 1st level support and diagnosis of various operating systems and Microsoft suite product Installed and configured wireless and wired networks.
  • Created and notated all inbound tickets in regards to Microsoft Suite, Windows XP, Windows 7 and Windows Vista issues.
  • Performed the day-to-day functional & business process support for multiple internal customers of the Oracle eBusiness Suite solution.
  • Provided support and troubleshooting for MS Office Suite Provided troubleshooting for
  • Installed Windows XP/2000, Office Suite XP/2000, Visio, Project, Lotus Notes, and Acrobat.
  • Worked with and provided support with Office Suite, VPN, Citrix, Active Directory, and Blackberries and IPhones.

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1,036 Suite Jobs

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28. OS
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average Demand
Here's how OS is used in Help Desk Analyst jobs:
  • Utilized a strong knowledge Microsoft operating systems and Network Management tools.
  • Performed Call Center/Help Desk Functions via phone for Adventist Health medical staff (19 hospitals and 200 clinics.)
  • Answer calls from physicians, staff, hospitals, and customers regarding their access into Lutheran Hospital systems.
  • Utilize monitoring software and host network website to monitor terminal status and dispatch service calls as needed.
  • Supported Windows 7, Microsoft Office, and computer peripherals for employees of the school district.
  • Trained new hires on help desk and production operations procedures to maintain successful answer and closure rates
  • Worked closely with the training department in building the MST (master training environment).
  • Provided help to faculty, staff and students when using Microsoft and Apple applications.
  • Resolved software issues for Microsoft Exchange, Norton Utilities, and Microsoft Office.
  • Trained staff in the use of Microsoft Office and other productivity software.
  • Follow up on closure of vendor calls and logging vendor updates.
  • Utilized Clarify to create, monitor, escalate and close cases.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Diagnose hardware and software issues.
  • Key Highlights: Ensured utmost customer satisfaction by integrating exceptional communication and problem-solving capabilities with collaboration skills.
  • Developed Microsoft Access database to track receivables and customer communication by receivable representative.
  • Delivered 120 smartphones to University fundraisers with Microsoft Outlook integration.
  • Forecast and Project Expenses Financial Modeling and Cost Accounting Fixed assets Analysis
  • Applied latest operating system patches as well as client's software such as Virus Protection McAfee and Symantec Ghost.
  • Diagnosed connectivity, web, and program issues such as Faronics's Deepfreeze.

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629 OS Jobs

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29. PCS
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average Demand
Here's how PCS is used in Help Desk Analyst jobs:
  • Performed various tasks including maintaining and building workstations and laptop PCs with various operating systems from Windows NT to Vista.
  • Created ghost images from the original PCs to the replacement units two to three times per week.
  • Run CoreFTP to transfer files from end of the day reports to various servers and PCs.
  • Assist staff with technical difficulties relating to the PCs, monitors, printers, etc.
  • Provided hardware and software phone support for clients physical Dell PCs and virtual computers.
  • Installed and configured PCI graphic cards and DVD drive on AAA Mid-Atlantic PCs.
  • Modify and implement new PCs to meet internal requirements for job function.
  • Utilized SMS and PC Anywhere to remotely administer and troubleshoot PCs.
  • Refurbished and redeployed broken PCs, Performed preventative maintenance on I.T.
  • Configured new PCs, installed software updates and maintained inventory.
  • Provided desktop support, configured PCs, and enforced IT policies
  • Set up PCs, including data transfer for Liberty Mutual.
  • Provided support and maintenance for PCs and laptops.
  • Installed and configuration of PCs &MAC.
  • Set up staff workstations with PCs, Macs, phones and laptops.
  • Configured, deployed and maintained over 1200 PCs and printers in a Windows 2000, XP and Mac OS X environment.
  • Reset AAA Mid-Atlantic PCs by assigning a unique numbers thru the BIOS security setting.
  • Ghost AAA Mid-Atlantic PCs and laptops using Symantec Ghost.
  • Utilize Dameware, Remote Desktop Connection and Bomgard to remotely connect with multiples PCs laptops.
  • Install, modify, and repair computer hardware and software Reimage laptops/PCs to their original state Complete clean-ups on various laptops/PCs

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101 PCS Jobs

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30. Level Support
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low Demand
Here's how Level Support is used in Help Desk Analyst jobs:
  • Provided first level support by giving verbal instruction as well as remotely administering computers.
  • Escalate complex incidents to second-level support personnel.
  • Performed first level support resolution.
  • Provide advanced 3rd level support for all incoming calls by analyzing, troubleshooting and resolving intermediate to complex IS application issues.
  • Provided second level support by working on end user's machines when first level support could not resolve issue.
  • Provided first and second level support to computer users including remote access to end user's workstation.
  • Led a team of 15 call center representatives responsible for first level support of computers and applications.
  • Assigned tickets to second level support if I was not able to resolve the issue.
  • Provided first level support for users, responding to calls and diagnosing problems through discussion.
  • Provide first level support on Local Area Network and Wide Area Network connectivity issues.
  • Documented and tracked incidents; escalated problems to second level support when appropriate.
  • Escalated and assigned trouble tickets to second level support, when necessary.
  • Provide first level support for SAP R/3 and AIX servers.
  • Trained and evaluate new hire technicians for first level support.
  • Route tickets accurately to second level support when needed.
  • Provided first level support for 150 end users.
  • Provide 1st, 2nd and 3rd level support.
  • Provide first level support on POS registers, Handheld Units, printers, servers and workstations.
  • Provide first and second level support for approximately 100 local users in Altamonte Springs office.
  • Provided first level support to JDEdwards users as needed.

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347 Level Support Jobs

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31. Mac
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low Demand
Here's how Mac is used in Help Desk Analyst jobs:
  • Planned, scheduled and communicated distribution of software to approximately 5000 machines on various platforms.
  • Provided first and second level desktop, network and remote support for a 400+ PC and Macintosh environment to multiple departments.
  • Work with field technicians to provide information on machine error codes and assist in providing information on part number replacements.
  • Provide Mac support serving as auxiliary tech for both the Creative and Executive Support groups which exclusively used Apple products.
  • Helped create macros within the Remedy application to allow regularly used information to be entered faster and more consistently.
  • Handled technical troubleshooting within an enterprise environment of 300+ employees for all PC/Mac, printers and Lotus Notes issues.
  • Provided help desk and hardware/software support for field sales users in the pharmaceutical industry.
  • Supported Windows and Macintosh operating systems on server, desktop, and laptop computers.
  • Answered inbound calls from Pharmacists and Pharmacy Techs with regards to prescription claims.
  • Assist customers in resolving problems with NCR Kiosks machines and workstations.
  • Updated various apple IOS in Mac books and mobile devices.
  • Streamlined deployment methodology for new machines to all clients.
  • Provided technical support to a team of Pharmacist.
  • Manage fonts database on Mac OS X Server.
  • Bind and unbind Mac's to Active Directory.
  • Provide support for Microsoft Office 2010 (Mac) and Office 365 (Windows).
  • Supported and educated the corporate environment of Cablevision's 20,000 employees in a Windows and Mac environment.
  • Imaged employee machines for new hires and set up upgrade rollouts throughout the network.
  • Logged in Virtual Machines with Windows 2003 and 2008 servers.
  • support virtual machine connections to the network.

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143 Mac Jobs

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32. Novell
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low Demand
Here's how Novell is used in Help Desk Analyst jobs:
  • Performed Novell and GroupWise administration.
  • Provided technical support for the network and server environments NT and Novell @ Matthew Bender Co. for the global corporate components.
  • Modified passwords on domains, NT, Novell NetWare and Exchange servers, and several internal applications to enhance security.
  • Administered Novell and Windows network to include: user account management, email connectivity, file storage and printing.
  • Installed and supported Citibank's PC/LAN-Banking client-server software applications on Novell 3.12 NetWare workstations and servers.
  • Reset passwords utilizing Active Directory, Novell Client, Remedy, and mainframe portal.
  • Reset or created password for Prism, Lawson, Group Wise and Novell.
  • Manage users in Active Directory, Novell, and Blackberry Enterprise Administration.
  • Reset passwords for clients using Active Directory, Novell and ConsoleOne.
  • Installed software and set up account on Novell Operating Systems.
  • Created and reset clients Novell and Active directory accounts
  • Worked in a Novell Network environment.
  • Unlocked Novell and Microsoft accounts.
  • Provided support on Novell Network.
  • Supported Novell, Unix, Mainframe 3270, Windows 2000 and Windows XP.
  • Help in supporting Microsoft/Novell network Analyze help desk development support tickets.
  • Provided first level technical support for domestic and international employees in a Windows NT/Novell environment - user population supported was 32,000+.
  • Supported MS Office, Win95, Novell Netware, and NT user Administration.
  • Reset user password with Active Director/Novell Netware and Oracle Utilities.
  • Install Imprivata Single Signon (SSO), Novell iPrint.

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6 Novell Jobs

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33. Knowledge Base
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low Demand
Here's how Knowledge Base is used in Help Desk Analyst jobs:
  • Composed internal knowledge base documents containing common problem resolutions for analysts to ease future troubleshooting.
  • Implemented documentation onto company's knowledge base used to troubleshoot software problems.
  • Create technical documentation for publication in Knowledge Base
  • Contributed to a 20%+ increase in knowledge base articles in the IssueTrak Ticketing System to promote prompt issue resolution.
  • Facilitated taking first level support calls, building knowledge bases, and routing calls to the correct second level support teams.
  • Utilized Lotus Notes and online knowledge bases as well as other help desk tools to locate solutions to documented problems.
  • Maintained internal knowledge base, including rapid development of support documents for Office 2010 during initial roll-out.
  • Review and suggest knowledge base and procedural changes to better assist customer needs and streamline problem resolutions.
  • Assisted with technical writing scripts and updating the knowledge base website using SQL and Access.
  • Review, validate and standardize problem resolutions for inclusion in the problem resolution knowledge base.
  • Monitored the status of urgent outages in the Knowledge Base and respond as needed.
  • Identified process updates for the team knowledge base, and communicated them with management.
  • Managed IT Knowledge Base and managed the daily work schedule for the Help Desk.
  • Follow the shift hand-over process while updating work logs and the knowledge base.
  • Maintained detailed logs of problems and resolutions to update knowledge base.
  • Create and Update Documentation for Knowledge Base System.
  • Provided feedback and suggestions for knowledge base.
  • Developed standard operating procedures and knowledge base articles to document IT pro- cesses.
  • Shared resolutions internally, and with customers via knowledge base.
  • Provided timely responses and first call resolution Assisted in writing knowledge base information to aide in resolution of customer problems.

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229 Knowledge Base Jobs

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34. Technical Assistance
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low Demand
Here's how Technical Assistance is used in Help Desk Analyst jobs:
  • Provided high-quality technical assistance in business environment by enhancing the knowledge of customers' business needs.
  • Provided technical assistance to computer system users.
  • Provided on-call and in-person technical assistance.
  • Provide technical assistance and support for incoming inquiries related to firm computer systems, hardware, software, and remote access
  • Provided technical assistance and support for incoming queries and issues related to company systems, software, and hardware.
  • Provided technical assistance, support, and advice to end users for hardware, software, and systems.
  • Provide technical assistance to more than 500 users via phone, email, and on site.
  • Provide hands on/remote support and technical assistance to end users throughout the VA system.
  • Attended training sessions and assisted in providing hands-on training and technical assistance to users.
  • Provided technical assistance and support for incoming queries and issues related to customer accounts.
  • Provided technical assistance for queries related to computer systems, software, and hardware.
  • Respond to requests for technical assistance in person, via phone, electronically.
  • Assist with over 200 (+) calls per week for technical assistance.
  • Perform printer troubleshooting, in addition to SMS and remote technical assistance.
  • Provided phone support for 9000+ end users needing technical assistance worldwide.
  • Provide technical assistance to computer, phone and VPN users.
  • Provided in-depth technical assistance for students and staff.
  • Provided technical assistance and training to end users on computer operating systems and approved applications.
  • Provided remote technical assistance with pre-provisioned endpoint devices installations.
  • Provided technical assistance for computer programs and hardware to students and faculty Customer service to clients Trained new counselors and agents

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163 Technical Assistance Jobs

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35. Computer System
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low Demand
Here's how Computer System is used in Help Desk Analyst jobs:
  • Supported all technical and application activities across multiple laboratory computer systems to ensure high reliability, efficiency, and cost effectiveness.
  • Performed upgrades on existing computer systems.
  • Maintain daily performance of computer systems, walk customers through problem-solving processes, run diagnostic programs to resolve problems.
  • Assisted with the repair of computer systems on site and for existing customers and the maintenance of client documentation.
  • Diagnosed, installed, upgraded, configured, and repaired computer systems and network system components.
  • Help determine the information technology goals and responsible for implementing computer systems to meet those goals.
  • Help Desk technician responsible for deployment, repair and maintenance of School desktop computer systems.
  • Maintained computer systems via Remote Desktop, installing Windows Update patches on a weekly basis.
  • Monitored company computer systems, test stations, and various computer components for internal customers.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Interacted with computer systems, monitoring tools and peripheral hardware to perform routine processes.
  • Analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
  • Build new computer systems for replacement and new deployment, manual and\or imaging.
  • Deployed, troubleshot and repaired computer systems, printers and other peripheral devices.
  • Respond to requests for assistance to all users with computer systems.
  • Performed highly complex (senior-level) computer systems support work.
  • Prepared reports and process change and adjustment requests on computer system
  • Managed the daily performance of computer systems.
  • Maintain daily performance of computer systems.
  • Help desk/ POS Support role is tosupport and maintain in-house computer systems, desktops, POS, and peripherals.

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277 Computer System Jobs

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36. Unix
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low Demand
Here's how Unix is used in Help Desk Analyst jobs:
  • Monitored data center data measurement programs active on various Unix machines.
  • Reset user access through UNIX administrative environment.
  • Resolve patient charting conflicts in 52 of the UNIX databases to clear out any erroneous sessions and support numerous proprietary applications.
  • Monitor the teams Remedy ticket queues, and respond to customer requests for Windows, Exchange, Unix, etc.
  • Logged onto Putty to assist with Unix Server and ran Unix commands if needed to resolve issue with Server.
  • Assisted system users in report retrieval and print queue functions on VAX, UNIX, BaaN and mainframe servers.
  • Supported Microsoft Office 95/97, various in-house applications, Windows 95/98, Windows NT, AS/400 and UNIX.
  • Instructed and assisted workshops on subjects ranging from UNIX to Windows available to the campus-wide user community.
  • Helped callers with password resets on both Unix and main frames using company standards on authentication processes.
  • Administered technical support of server platforms including Windows NT/2000/XP, Linux, and UNIX.
  • Researched solutions for resolving computing issues in a 24/7 UNIX help desk environment.
  • Administrated the Network Operations Center UNIX environment.
  • Worked within the Windows/AD and UNIX environment.
  • Used UNIX commands to resolve most issues.
  • Used UNIX coding inside each store's Host to successfully deliver proper fixes to a current rollout modified by programming.
  • Provided support for UNIX and Windows print server, as well as SecurID, Cisco VPN, and Nortel VPN.
  • Use Unix GUI NTPA to provide access, reset and unlock clients accounts and passwords.
  • Provided minor unix systems administration(SCO-Unix) for locked user accounts.
  • Create Unix accounts for new unix users.
  • Recommended system modifications to reduce issues such as latency Worked within the UNIX/LINUX, Solaris environment.

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325 Unix Jobs

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37. Technical Problems
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low Demand
Here's how Technical Problems is used in Help Desk Analyst jobs:
  • Coordinated network repair and dispatch services, configured user equipment, analyzed technical problems to determine root-cause of malfunctions.
  • Assisted customers in resolving technical problems by providing guidance regarding software and hardware problems.
  • Identified and researched technical problems with technicians.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Provide the remote resolution for technical problems and performs troubleshooting tasks, problem diagnosis, resolution, or escalation.
  • Created a manual of policies and procedures for technicians to refer to in an effort to resolve technical problems.
  • Assisted Capital One employees in resolving technical problems with their hardware and software via inbound calls and emails.
  • Troubleshooted basic to advanced technical problems for approximately 100 employees in both local and remote offices.
  • Assisted users worldwide to resolve technical problems and answer questions regarding the content of MPP website.
  • Resolve complex technical problems related to hardware, software, and networking of Government Information Systems.
  • Interview users to collect information about technical problems and assign to the proper support team.
  • Resolved technical problems directly, pertaining to a wide range spectrum of computing services.
  • Lead support for all technical problems through telephone calls, emails and personnel requests.
  • Work with Tier II and other groups to resolve technical problems.
  • Solved technical problems with clients over the phone.
  • Identified, researched, and resolved technical problems.
  • Resolve technical problems with local Networks.
  • Assisted customers with technical problems.
  • Resolved and/or referred more complex technical problems through a defined escalation process.
  • Assist in the maintenance of IT standards and documentation Troubleshoot PC hardware/software related technical problems.

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312 Technical Problems Jobs

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38. Problem Resolution
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low Demand
Here's how Problem Resolution is used in Help Desk Analyst jobs:
  • Assisted with the diagnosis and isolated application problems and performed routine problem resolution.
  • Provided documentation of issues as needed for problem resolution.
  • Maintained communicates with customers during the problem resolution process.
  • Identify, document and monitor problem resolutions.
  • Supported communication between the help desks, the Operations Release Management Team, the Problem Resolution Team, and end-users.
  • Performed issue follow-up with users and other technical resources to ensure problem resolution and timely close out of HEAT tickets.
  • Provided a timely response to advanced service requests and first level problem analysis and problem resolution for advanced issues.
  • General maintenance and problem resolution pertaining to computer stations and printers as well as escalated technical issues when needed.
  • Answer calls providing clients with problem resolution and provide support for a company s internal and external clients.
  • Recreated Outlook profiles, provided call logging, problem resolution, tracking trouble calls via ticketing system.
  • Developed innovative client services, reduced call duration, and increased first call problem resolution rate.
  • Created trouble tickets via Remedy for all customer inquiries along with performing troubleshooting and problem resolution.
  • Created Intranet for use by help desk analysts in order to speed problem resolution.
  • Program level support, provides specific technical information and problem resolution related to DTS.
  • Analyze data, diagnose system problem(s) and implement problem resolution.
  • Maintain accurate documentation of all calls and problem resolution steps in Remedy.
  • Trouble shoots desktop hardware to provide problem resolution for end users.
  • Perform all aspects of call handling and problem resolution.
  • Utilized help desk resources to research problem resolutions.
  • Provided problem resolution for desktops, thin clients, servers, and other peripherals such as HP and Lexmark printers.

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95 Problem Resolution Jobs

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39. Tcp/Ip
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low Demand
Here's how Tcp/Ip is used in Help Desk Analyst jobs:
  • Configured TCP/IP configuration of printers.
  • Provided technical support in the wide range of TCP/IP Internet communication programs and Internet oriented Windows and MAC applications.
  • Rejoin the domains, walk the user through setting up TCP/IP Ethernet (static/dynamic connection).
  • Network devices: router configuration, VPN, VLAN, TCP/IP troubleshooting (specifically Cisco).
  • Managed Active Directory, Microsoft SCCM, TCP/IP and GroupWise e-mail system.
  • Experienced in configuring and troubleshooting routers and switches in a TCP/IP environment.
  • Used DHCP, TCP/IP and DNS services to test network connectivity.
  • Configure computer TCP/IP settings in the various windows operating systems.
  • Maintained and monitored support for all TCP/IP network configurations.
  • Provided support for TCP/IP protocol and Business Partner connections.
  • Installed and configured various printers with TCP/IP addressing.
  • Perform wiring (CAT5, CAT5e), Good Technical ability of LAN/WAN networks, Possess the knowledge of TCP/IP.
  • Provided troubleshooting for TCP/IP, DNS, and WINS issues.
  • Network and VPN: Juniper SSL VPN, and TCP/IP.
  • Worked with CAT5, Thin-net, Token Ring TCP/IP.
  • Connected PC's to a TCP/IP network.
  • Implemented various Applications/Software ( Internet Explorer, Active Directory, TCP/IP, VPN, Domain Security.)
  • Established Windows computer workstation connectivity with Windows servers and internetwork through, TCP/IP and DNS.
  • Supported AS/400, Novell Client, TCP/IP, LAN/WAN, Win 9x - XP, Active Directory, Microsoft
  • Instructed end user in router and vpn setups Familiarity with TCP/IP

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40. POS
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low Demand
Here's how POS is used in Help Desk Analyst jobs:
  • Provided excellent suppose to internal and external customers.
  • Help desk support analyst for the Women Hospital - logged issue tickets, troubleshooting for Postpartum, NICU, and Nursery.
  • Assist on site technicians to perform updates to POS (Point of Sale Servers) with new software and applications.
  • Reduced stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment.
  • Revamped an internal departmental website including running metrics on our department and posting them up for review.
  • Navigated and understood two different styles of POS software, using Micros and Apple One.
  • Research and propose resolutions for IT issues reported by the members of the user community.
  • Coordinated the disposal of all IT equipment in accordance with law and corporate policy.
  • Provided positive communication between the Sites and their Hardware vendors and Home Office.
  • Promoted from a Tier 1 Help Desk position to a Tier 2.
  • Establish a positive rapport between clients and office staff through daily communication.
  • Provide technical telephone and electronic support to IBM POS customers.
  • Track and maintain accurate records for reporting purposes.
  • Developed contingency plans and evaluated pre and post implementation user surveys.
  • Collaborated with multipurpose, centralized service center that responds to 3500 - 4500 daily domestic and international calls.
  • Job Description/Skills: This position required me to address customers in person and over the phone.
  • Provided customer service and technical support to retail sites both pre and post-install.
  • Performed nightly restoration of Verint calls for Audit purposes (data backup).
  • Trained new Inova employees and contractors for the DCA and CSL analyst positions.
  • Performed hardware, software and POS troubleshooting Installed software remotely Reset passwords Assisted with new store installs

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195 POS Jobs

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41. Voip
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low Demand
Here's how Voip is used in Help Desk Analyst jobs:
  • Led the successful company-wide implementation of a cloud-based VoIP Solution.
  • Installed and mapped network/local printers, mapping network drives on servers, supported VOIP and traditional end user phone systems.
  • Provided solutions to customer on properly configuring Windows 2000 and Windows XP operating systems to work VoIP equipment.
  • Create Cisco VOIP accounts with Voice Mail, changing display information on existing phone for new user.
  • Installed and integrated printer, VOIP phones, workstations and Video-Teleconferencing Center over secure and non-secure LAN.
  • Maintain VOIP phones on a segregated, fiber network (cloud-hosted PBX.)
  • Supported and escalated VOIP issues, as well as Blackberry PDA's.
  • Install networked computers, printers, scanners and VoIP phones.
  • Resolved issues with office hardware (VoIP phones, printers/scanners)
  • Provide extensive technical support for internet and VoIP services.
  • Coordinated with vendor technicians to implement new VoIP system.
  • Assisted clients with issues over VOIP and email.
  • Configured VoIP phones via Cisco Call Manager.
  • Managed VOIP phone system and website updates.
  • Administered regional VOIP based phone system.
  • Assisted with Cisco VoIP phone deployment.
  • Provided second level technical Helpdesk support to customers with issues concerning VoIP telephony and VoIP equipment.
  • Managed and Troubleshot VoIP, Outlook, Exchange, Active Directory, and Salesforce systems.
  • Level 1 Support for Avaya VOIP Phone and Voice Mail Systems.
  • Contract Provisioned VOIP telephone service for Lucent on behalf of Sprint and Time Warner Communications.

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45 Voip Jobs

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42. Sharepoint
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low Demand
Here's how Sharepoint is used in Help Desk Analyst jobs:
  • Administered SharePoint application throughout organization, serving as subject matter expert involving security, training, site design and functionality.
  • Provided SharePoint assistance for password resets for clinic users and assisted with locating documents within SharePoint.
  • Modify and update documentation for SharePoint Library
  • Executed software applications such as SharePoint and Lotus Notes and assisted Apple and BlackBerry end users with device and system issues.
  • Document and improve existing processes and procedures concerning new application installs, Outlook and SharePoint mailboxes.
  • Created issues and tasks, tracked issues and tasks, and collaborated on documents using SharePoint.
  • Extract MS SharePoint data for monthly performance metrics, and strategic, tactical planning.
  • Ensured the timely resolution of tickets while documenting procedures in OneNote and SharePoint.
  • Developed, designed and supported various Internal Websites and SharePoint Sites.
  • Manage organization's SharePoint for over 5 sub organizations.
  • Document and track assets using QuickBase and SharePoint.
  • Implemented training protocol on SharePoint for document management and workflow procedures.
  • Upload and update related information into Sharepoint.
  • Served as project lead to create a new workflow for the Engineering Services Manager via SharePoint 2007.
  • Tested SharePoint 2010 for Firm Intranet use; integrated with FileSite and Recommind Search Engine.
  • Closed tickets in Service Now and Sharepoint and followed up through emails with Logistics.
  • Assist with authoring and updating SharePoint 2007 Team knowledgebase.
  • Reviewed and changed Knowledge Base and Sharepoint, as needed
  • Supported issues with Windows XP, MS Office 2007/2010, SharePoint, OnBase, and Rightfax.
  • Perform network password resets * Create training documentation to be submitted to the knowledgebase or Helpdesk SharePoint

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168 Sharepoint Jobs

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43. RSA
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low Demand
Here's how RSA is used in Help Desk Analyst jobs:
  • Assured proper security and authorization for shipments, oversaw tracking, and monitored cross-border transportation activities.
  • Administered RSA Token distribution and management.
  • Administered and supported remote access (Juniper SSL VPN), as well as administered and supported RSA SecurID access issues.
  • Captured and organized all working hard disk images through Norton Ghost before creating a universal hard disk image.
  • Documented all conversations, steps and actions taken, and results and resolutions obtained through each call.
  • Created RSA accounts within the RSA Console and issued RSA Tokens for remote access to customers.
  • Document problems and conversations to create a log that can be referenced by other technicians.
  • Experienced with RSA Secure Manager, CMD command prompts, and Remedy 7.6 Ticketing System.
  • Perform general ID administration for Active Directory, RACF, RSA, and other applications.
  • Implemented training to executives and their staff via telephone conversation for new and updated products.
  • Provide customers with RSA Token unlocks and provided emergency token codes as needed.
  • Assisted and troubleshot Remote Access VPN with RSA SecurID system.
  • Solved RSA remote access issues.
  • Support VPN RSA Secure client Check Point.
  • Administered Active Directory, Exchange, VSS, SharePoint, WebLogic, RSA, and NTFS File Permissions Developed Network Admin.
  • Acted as a mediator between customer and entire team RSA token activation resets and pin creation
  • Managed RSA secure ID tokens through website and assisted users with logging in to Citrix.
  • Worked on special projects as detailed by upper management such as new webaccess points, rsa, and blackberry swaps.
  • Used Citrix client to assist user with Universal Workspace for Portal access.
  • Provided vpn support such as Juniper, junos pulse, Cisco vpn and Secure RSA key fob administration.

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2 RSA Jobs

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44. SQL
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low Demand
Here's how SQL is used in Help Desk Analyst jobs:
  • Work on projects like setting up Apache web servers, NGINX web server, installing SQL databases.
  • Utilized Structured Query Language (SQL) to provide internal and external information analysis and updates.
  • Worked with multiple databases utilizing Structured Query Language (SQL) to make data driven decisions.
  • Trained with SQL to develop a new method of backing up and manipulating data.
  • Performed SQL queries comparing Visual Basic data versus data contained in DB2 tables.
  • Fixed errors within processing applications, which required the use of SQL.
  • Create SQL and HMS queries for data mining remaining HIPAA compliant.
  • Monitor and provide support for network and SQL application infrastructure.
  • Complete weekly and monthly reports using SQL as scheduled.
  • General maintenance of Microsoft SQL Server and Exchange 2000.
  • Created SQL queries in Access to facilitate information compilation.
  • Trouble shooting sales and employee data using T-SQL.
  • Monitor successful completion of SQL 2005/08 jobs.
  • Administer user requests with SQL.
  • Performed data based queries with SQL System Analyst: Maintained Active Directory trees and Microsoft Exchange Servers for better productivity.
  • Build Active Server Pages that connects to SQL database for helpdesk requests through the intranet site.
  • Utilized data visualization software, as well as SQL leading to best business practices.
  • Performed trouble resolution for Informix, SQL and Oracle database environments.
  • Requested, and obtained, access to Microsoft Sql.
  • Support tasks involved work with Windows NT/2000 servers, MS SQL databases, Microsoft Windows [ ] and Macromedia products.

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6,110 SQL Jobs

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45. SLA
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low Demand
Here's how SLA is used in Help Desk Analyst jobs:
  • Translated technical specifications into detailed product requirements.
  • Escalate to second and third level support in accordance with SLA for notification of assistance required to restore full system functionality.
  • Followed up and ensured correct expectation for incidents or problems forwarded to a higher tier or department to ensure SLA.
  • Contributed and updated articles to the KB, created working documents for reference and training in-line with existing SLA's.
  • Work closely with Quality, Training, and Productivity managers and staff to ensure all SLA's are met.
  • Performed support request via ServiceNow ticketing system, ensuring that requests are updated periodically and completed per SLA standards.
  • Expected to perform all troubleshooting actions in Spanish, while effectively translating conversations into call logging system.
  • Translated technical information into impact and business value for audiences with varying ranges of technical expertise.
  • Coordinate daily work schedule for desktop Support Team, SLA management, Microsoft Suite application support.
  • Respond to and resolve customer concerns in accordance with 3 - 5 min SLA policy.
  • Provided phone support of enterprise applications across North America within SLA deadlines.
  • Assign tickets to techs and schedule installation/repair per SLA.
  • Meet SLA standards for customer service.
  • Interpreted customer business needs and translated them into application and operational requirements.
  • Collaborate with networking admin and on call techs regarding outage alarms and ensures proper communication to meet appropriate SLAs contractual agreements.
  • Team lead for the Alerts team: responsible for alerts posted or removed in a timely manner according to SLA's.
  • Used Knowledgebase to help Level 1 analysts stay on track in an SLA Driven environment.
  • Imaged new pc's for deployment and slaved hard drives from returned machines.
  • Provide phone and email support to clients Remotely troubleshoot computers, mobile phones, and printers Strive to adhere to SLA guidelines
  • Dispatched technician oversaw all repair work to completion Escalate any issue that affected my SLAs on all my tickets.

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44 SLA Jobs

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46. Android
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low Demand
Here's how Android is used in Help Desk Analyst jobs:
  • Supported company wide mobile phones; Android/Blackberry/Apple/Palm
  • Configure and provide support for the iPhone and Android device, including communicating with third party providers to resolve issues.
  • Assisted client s customers through Email, Chat and Phone support channels utilizing Android and Chrome OS device knowledge.
  • Supported users in the operation of mobile devices to include Blackberry, Android and Apple devices.
  • Worked with Windows, Macintosh, IOS, Android, and Linux operating systems.
  • Set up email configuration for IOS device and Android phone users.
  • Supported Blackberry, Android and Apple devices.
  • Supported smart phones (iPhone, Blackberry, and Android) email and application issues.
  • Provide support on Windows/Mac operating systems, Iphone IOS, and Android Sync center.
  • Provided support to Android and Apple devices enrolling in XenMobile Environment via Worx Home.
  • Manage mobile devices o Apple iOS, Android, Windows Mobile and Blackberry devices.
  • Assisted users with Goodlink Setup on Android, iPhone and Windows devices.
  • Supported mobile devices such as iPhones, Blackberries, and Android phones.
  • Support iOS and Android Phone apps.
  • Experience with application and certificate issues using mobile devices within the company, specifically Worx Home by Citrix and Android/Blackberry/Apple/Windows Tokens.
  • Set the standard within the company from Blackberry-only devices to universal phones including Androids, IPhones and Windows phones.
  • Support of Windows XPWin7 and Apple OS, along with troubleshooting and support of Android phones/tablets and IPhone/IPad devices
  • Support of Iphone, Android, Ipad to corporate accounts for End Users.
  • Support users with Blackberrys, iPhones and Android devices.
  • Provided antivirus deployments of Webroot, and initial setup support of various mobile iOS and Android devices for clients.

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28 Android Jobs

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47. Application Support
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low Demand
Here's how Application Support is used in Help Desk Analyst jobs:
  • Recognized for providing outstanding Microsoft Excel application support to customer.
  • Provide daily phone support for all end users within the Firm for all components of IT infrastructure and Application Support.
  • Provide desktop application support via phone and email with a focus on the Microsoft Office suite and legal software.
  • Provided desktop application support for MS Office, Lotus Notes, Win 2000, Remote Access users.
  • Provide Tier I-Tier II support for desktop, hardware, application support, user administration.
  • Worked closely with the Network Engineering team, corporate application support and Network Administration team.
  • Escalated issues that were critical to server application support in accordance with the SLA.
  • Provided software application support to the Child Support Enforcement staff of North Carolina.
  • Provided immediate technical application support via telephone, email, and internet.
  • Provided tier 1 systems and application support to over 20,000 users.
  • Provide 1st and 2nd level Application support for global customer base.
  • Provide application support for MS Office 2007 and maintain add-on items.
  • Provided technical and application support to Hewlett Packard employees worldwide.
  • Provide application support for Adobe, Microsoft office suite, Nuance
  • Specialized in application support and password changes for 180+ applications.
  • Provided level two, three and specialized application support.
  • Provided application support for Lotus Notes.
  • Conducted training support for end users with new apps * Application support and Installation via SMS.
  • Responded immediately, established timeframes to all notifications and/or alerts generated from the ITS Help Desk to provide application support.
  • Air watch * SAAS application support * Kiosk Administration.

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928 Application Support Jobs

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48. Proprietary Software
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low Demand
Here's how Proprietary Software is used in Help Desk Analyst jobs:
  • Provided first hand input to improve proprietary software for customer authentication server and gateway management tool.
  • Provided end user support for Insurance Brokers/customers for proprietary software used for creating insurance quotes.
  • Drafted training documentation related to proprietary software and web-based applications for team coaching purposes.
  • Diagnosed and resolved complex problems via remote means, which may involve packaged software, peripheral equipment and proprietary software.
  • Worked with IT teams to resolve complex issues related to Microsoft Office, proprietary software and A/S 400 systems.
  • Set up and disabled new accounts; Reset and unlocked passwords in the Active Directory and HHC proprietary software.
  • Worked with end-users in training them on new and existing functions in the proprietary software and web-based application.
  • Used technical expertise in hardware and proprietary software ranging from simple desktop issues to complex network issues.
  • Received end user support requests for organization's proprietary software suite via e-mail and telephone.
  • Provide 1st Tier help desk support to New York State educators on proprietary software.
  • Support of Lotus Notes, Microsoft Office 2003 and proprietary software.
  • Have working knowledge of online website, tools and proprietary software.
  • Assist Field agents with installation and configuration of the proprietary software.
  • Worked with proprietary software used by students and helped support it.
  • Assisted users on software installation for New York Life proprietary software.
  • Directed users to appropriate staff for proprietary software issues.
  • Support also includes several proprietary software applications specific to each business unit.
  • Provided software support on Proymeds' proprietary software (Proxy tracker 4.0).
  • Provided helpdesk support for all end users of proprietary software.
  • Supported [ ] Novell, as well as Proprietary software.

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64 Proprietary Software Jobs

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49. As400
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low Demand
Here's how As400 is used in Help Desk Analyst jobs:
  • Installed various software remotely and worked with Microsoft Office and AS400 applications extensively.
  • Assisted in transitioning from AS400 to Oracle ERP System involving critical data migration, sales and success of the company.
  • Worked with Windows 7, Active Directory, Microsoft Office 2010, Microsoft Office 2013 and AS400.
  • Served as initial point of contact for resolution of POS/AS400 related problems in a 300 end-user environment.
  • Used AS400 Security Admin access to resolve access and printing issues in AS400 and Lawson.
  • Assisted in the roll-out, and installation of POS/AS400 network connectivity.
  • Maintained print jobs in AS400 mainframe applications such as SARS.
  • Tested gaming programs as they were implemented into AS400 systems.
  • Provided end user support for Windows 2000/XP and AS400.
  • Provide HMS/AS400 Database and Active Directory User Support.
  • Created and managed all AS400 and Lawson accounts.
  • Worked with AS400 printer issues and troubleshooting.
  • Network environment was NT 3.51, NT 4.0, AS400.
  • Reset AD, AS400, SAP passwords.
  • Enable users who are locked out of Windows (Active Directory), IBM AS400, Lotus Notes, and Sonar/Powertraks.
  • Supported (AS400 application) resolving login and setup issues by checking configuration on users systems and monitoring server functionality.
  • Worked in a mixed network environment that included Novell, Windows 2000, Mainframe/AS400 and some UNIX.
  • Implemented SOX Requirements companywide Trained new users for access to the AS400.
  • End User support for Windows NT/2000/AD, Novell, AS400 and mainframe.
  • Help Desk Primary contact troubleshooting, PC & AS400 related issues, including software & hardware.

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2 As400 Jobs

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50. Powerpoint
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low Demand
Here's how Powerpoint is used in Help Desk Analyst jobs:
  • Conducted training for the command's Job Qualification Requirements program utilizing Microsoft PowerPoint.
  • Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).
  • Trained users by phone in the areas of Microsoft Office applications: Outlook, Excel, PowerPoint, and Access.
  • Provided first-level support for major software packages including Microsoft Word, Excel, PowerPoint, Outlook, and Internet Explorer.
  • Provided assistance with firm's legal documentation in Word, Excel, PowerPoint, and Adobe Acrobat Professional.
  • Assisted end users with complete Microsoft Office Suite; Word, Excel, PowerPoint, etc.
  • Supported assorted programs for end-users including Microsoft Office applications including Excel, Word, PowerPoint.
  • Offered Microsoft Word, Excel, PowerPoint, and Outlook assistance to staff and students.
  • Supported all Microsoft Office issues regarding Word, Outlook, Excel, and PowerPoint.
  • Pushed and delivered Screen Shots for Tribune Advertisers in PowerPoint for all Markets.
  • Develop, modify, and maintain excel spreadsheets, and PowerPoint presentations.
  • Operated Microsoft Office 12 2007 standard Word, Excel, and PowerPoint.
  • Utilized Excel, Word, and PowerPoint in accomplishing daily workload.
  • Set up all PowerPoint stations for company announcements and updates.
  • Support of MS-Office, Word, Excel, PowerPoint and Access.
  • Prepare advanced reports based on analyzed data using Access, PowerPoint, Excel, and Word software.
  • Provided O365 support primarily for Outlook, MS Word, MS Excel and MS Powerpoint
  • Work with Microsoft word, excel, Remedy, powerpoint.
  • Train new helpdesk analysts on applications and provided PowerPoint presentation to Junior Analyst.
  • Experience with software installation/uninstallation including powerpoint and Visio.

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806 Powerpoint Jobs

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Help Desk Analyst Jobs

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20 Most Common Skills For A Help Desk Analyst

Computer Hardware

10.8%

Desk Support

8.7%

Technical Support

8.5%

Remote Access

8.4%

Active Directory

5.9%

Phone Calls

5.3%

Desktop

5.2%

Troubleshoot

5.1%

Network Printers

5.1%

Email

4.7%

Customer Service

4.7%

Windows XP

4.6%

Hardware Issues

3.8%

VPN

3.4%

Helpdesk

3.4%

Password Resets

3.0%

Laptops

2.8%

Setup

2.3%

Internet

2.1%

Citrix

2.1%
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Typical Skill-Sets Required For A Help Desk Analyst

Rank Skill
1 Computer Hardware 8.5%
2 Desk Support 6.9%
3 Technical Support 6.7%
4 Remote Access 6.6%
5 Active Directory 4.7%
6 Phone Calls 4.1%
7 Desktop 4.1%
8 Troubleshoot 4.0%
9 Network Printers 4.0%
10 Email 3.7%
11 Customer Service 3.7%
12 Windows XP 3.6%
13 Hardware Issues 3.0%
14 VPN 2.7%
15 Helpdesk 2.6%
16 Password Resets 2.3%
17 Laptops 2.2%
18 Setup 1.8%
19 Internet 1.7%
20 Citrix 1.7%
21 User Accounts 1.4%
22 Lotus Notes 1.3%
23 End User 1.2%
24 Mainframe 1.1%
25 Trouble Tickets 1.0%
26 LAN 1.0%
27 Suite 0.9%
28 OS 0.9%
29 PCS 0.9%
30 Level Support 0.8%
31 Mac 0.8%
32 Novell 0.8%
33 Knowledge Base 0.7%
34 Technical Assistance 0.7%
35 Computer System 0.6%
36 Unix 0.6%
37 Technical Problems 0.6%
38 Problem Resolution 0.6%
39 Tcp/Ip 0.6%
40 POS 0.6%
41 Voip 0.5%
42 Sharepoint 0.5%
43 RSA 0.5%
44 SQL 0.5%
45 SLA 0.4%
46 Android 0.4%
47 Application Support 0.4%
48 Proprietary Software 0.4%
49 As400 0.4%
50 Powerpoint 0.4%
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23,870 Help Desk Analyst Jobs

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