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Top 50 Lead Help Desk Technician Skills

Below we've compiled a list of the most important skills for a Lead Help Desk Technician. We ranked the top skills based on the percentage of Lead Help Desk Technician resumes they appeared on. For example, 10.2% of Lead Help Desk Technician resumes contained Computer Hardware as a skill. Let's find out what skills a Lead Help Desk Technician actually needs in order to be successful in the workplace.

These Are The Most Important Skills For A Lead Help Desk Technician

1. Computer Hardware
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high Demand
Here's how Computer Hardware is used in Lead Help Desk Technician jobs:
  • Provide technical support to end-users regarding computer hardware and software.
  • Install, configure, and upgrade computer hardware and software for client and participate in the administration of e-mail systems.
  • Advised the university on important computer hardware and software purchasing needs.
  • Install computer hardware, software and Cat5 network per customer specification.
  • Installed, configured, and upgraded computer hardware and software.
  • Solved computer hardware and software issues.

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8 Computer Hardware Jobs

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2. Desk Support
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high Demand
Here's how Desk Support is used in Lead Help Desk Technician jobs:
  • Created a Help Desk support site for end users to be able to solve simple issues on their own.
  • Provided Help desk supporting users, via email, remotely, and office visits.
  • Supervised and instructed six technicians to provide help desk support for computer peripherals.
  • Provide computer help desk support via telephone communications with students and faculty.
  • Provide phone and help-desk support for local and off-site users.
  • Provided tier-one Help Desk support.
  • Provide tier II helpdesk support for Micros Systems, Inc.
  • Offered technical help desk support for multiple operating systems including Win dows 98, Windows NT, an Unix system.

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2 Desk Support Jobs

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3. Technical Support
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high Demand
Here's how Technical Support is used in Lead Help Desk Technician jobs:
  • Interfaced with users daily in delivering technical support and account administration.
  • Conducted Quality Assurance/Control checks on recorded technical support calls.
  • Provide after-hours technical support on a rotational basis.
  • Provided hands on technical support for 15 of the Dayton Public Schools supporting administrators, educators and student computers.
  • Selected to lead the bi-lingual Customer Support Team in providing technical support to internal and external users.
  • Provided first-level technical support for global IT infrastructure supporting 35,000+ employees throughout the U.S. and overseas.
  • Provided technical support for approximately 2000 users with hardware, software, and account related issues.
  • Provided support for inbound technical support calls for customers that include small businesses and individuals.
  • Provided the internal customer with information and technical support for NRECA s infrastructure and applications.
  • Served as a member of the Pentagon Emergency Technical Support Team after 9/11.
  • Provided first and second level technical support for over 18,000 End Users worldwide.
  • Promoted from Technical support agent to Help Desk (escalated situation).
  • Manage and supply technical support for 100k+ end users.
  • Provided technical support for end users in call center.
  • Serve as primary systems/technical support for end users.
  • Provide technical support and training to end-users.
  • Provided technical support for PageMaker, Photoshop, and FreeHand software.
  • Provide frontline technical support in the computer room.
  • Provided first-line technical support when handling calls and achieved an 85% "first call resolve" percentage.
  • Provide technical support for Quickbooks Online and Quickbooks Online Payroll.

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254 Technical Support Jobs

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4. Desktop
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high Demand
Here's how Desktop is used in Lead Help Desk Technician jobs:
  • Solved desktop incidents/problems related to information systems hardware, operating systems, and configuration.
  • Installed, upgraded, repaired & configured desktop/laptop computers and peripherals.
  • Configure Blackberries using Enterprise Activation or Desktop Manager.
  • Develop and assist with implementation plans for all releases of desktop software and documents the physical configuration of an information system.
  • Performed software maintenance as needed and preventative maintenance on hardware on a regularly scheduled basis on each customer's desktop.
  • Provided next level expertise for computer systems (software, hardware) and equipment (printers, laptop/desktop).
  • Provided a high level of Help Desk/Desktop support to five hundred Sixty end-users with software, hardware and configuration.
  • Imaged WebDT and WYSE Thin Clients, Dell desktops and laptops using Ghost then started to use WDS.
  • Provided desktop support and training in addition to create and administer user accounts.
  • Assigned tasks and trouble tickets to members of the desktop team.
  • Supported more than 100 users over a remote desktop connection.
  • Repair of desktop, laptop and server computers.
  • Provide remote desktop support using PC Anywhere.
  • Inventory incoming/ outgoing Laptops and /or Desktops.
  • Performed laptop/desktop and software installations - responsible for hardware installs, documentation, user training, and other general helpdesk functions.
  • Managed approximately 200+ VDI sessions using the Citrix Desktop Director.
  • Handled support calls regarding Lenovo laptops, desktops and tablets.
  • Provided internal desktop and network administration on NT and Novell.
  • Image and configure Lenovo desktop/laptops using Symantec Ghost 7.
  • Camp Pendleton, CA (09/2001-09/2005) Sergeant/Section Leader, Multiplexing Operations/IT Help Desk/Desktop Support/Network Technician

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138 Desktop Jobs

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5. Active Directory
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high Demand
Here's how Active Directory is used in Lead Help Desk Technician jobs:
  • Administered and managed active directory by resetting passwords, creating users accounts, and deleting computers from organization unit.
  • Performed account maintenance and maintained an Active Directory database.
  • Supported users in an Active Directory environment.
  • Trust relationship in Microsoft Active Directory environment stemming from merger and troubleshooting issues that arise from such an environment.
  • Maintained user and computer accounts in Active Directory as well as tracked all work orders on the SharePoint database.
  • Create, support and maintain user account information including rights, security and system groups through Active Directory.
  • Utilized Active Directory for account management, account creation, Adds, Moves, and Changes.
  • Appointed to support Windows 2000 Active Directory Services, DNS, and Windows NT 4.0 Server.
  • Manage user account through Active Directory (Unlock account, Password Reset, Update Information).
  • Provision customer CAC (Common Access Cards) in Active Directory.
  • Utilize Active Directory to manage users, credentials, and computers.
  • Managed a Domain environment with Active Directory for Windows 2003.
  • Modified and verified clients' profile credentials within Active Directory.
  • Set up users with Active Directory Windows 2003 Server.
  • Create Active Directory Accounts for customers and clients.
  • Set up users in Active Directory.
  • Managed Microsoft Active Directory Maintained high availability for 24/7 call center.
  • Added users, removed users, reset passwords and granted access to resources in the Childrens' Active Directory domain.
  • Experience with Active Directory, Meraki, print server management, and TCIP functionality.
  • Provide support for 27,000 users in a Windows 2000 Active Directory envi- ronment and Exchange servers.

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23 Active Directory Jobs

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6. Customer Service
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high Demand
Here's how Customer Service is used in Lead Help Desk Technician jobs:
  • Earned solid reputation for resolving complex issues and providing exceptional customer service.
  • Received recognition from management for superior customer service.
  • Designed and implemented customer service strategies to ensure appropriate resolution of hardware, software and networking issues.
  • Helped foster and fortify team unity, which in turn led to unsurpassed customer service.
  • Trained new technicians on courtesy plus and customer service skills while troubleshooting over the phone.
  • Trained and mentored direct reports ensuring unified vision of corporate and customer service goals.
  • Supervised and scheduled Help Desk and Customer Service Staff for appropriate phone coverage.
  • Handled customer service requests via phone, email, and the web.
  • Provided technical support and customer service as a live company liaison.
  • Managed help desk operations and ensured other technicians were properly trained and could provide timely, quality customer service to customers.
  • Help Desk Tickets, Emails, and Phone Calls Provide Exceptional Customer Service for Employees and Clients Utilizing the I.T.
  • Task as Subject Matter Expert for all Help Desk related analytics and customer service.
  • Received "outstanding" ratings on performance reviews, with top marks in teamwork, customer service, and communication skills.

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25,394 Customer Service Jobs

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7. Troubleshoot
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high Demand
Here's how Troubleshoot is used in Lead Help Desk Technician jobs:
  • Utilized a range of troubleshooting and research techniques including simulation of user problems to formulate solutions.
  • Provided computer support Handled the network administration to install and troubleshoot network problems.
  • Provided end-user software troubleshooting and support.
  • Respond to client calls (local or remote) and uses troubleshooting skills to resolve problem tickets.
  • Maintain knowledge of the principles, methods, and techniques used in information system troubleshooting and support.
  • Provided remote and on-site troubleshooting for hardware and software support; responds to queries as needed.
  • Performed Hardware, Software, and Network troubleshooting assistance for mobile and stationary End Users.
  • Exchange troubleshooting, Fluent with Exchange System Manager, Quota's, Limitations, etc.
  • Led team in all aspects of troubleshooting and managing of daily case load delegation.
  • Led PC troubleshooting seminars for members of the Educational Technology department and DPS educators.
  • Performed desk-side troubleshooting for hardware/software that were not resolved over the phone.
  • Troubleshooted hardware, software and connectivity issues for Windows NT/2000.
  • Experience troubleshooting network connectivity, software and printing issues.
  • Maintain & troubleshoot all user computers company-wide.
  • Logged all calls into call tracking software and perform appropriate follow-up; diagnoses and troubleshooting of the end-user.
  • Perform diagnostics and troubleshooting of system issues for entire student body at Coppin State University.
  • Provided technical support to students and faculty, troubleshooting and diagnosing hardware and software problems.
  • Installed, programmed and troubleshooted Symbol and Falcon barcode scanners and software.
  • Perform troubleshooting of systems issues and document helpdesk tickets and resolutions.
  • Monitor and troubleshoot over 85 VMs in vSphere Client 5.1.

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16 Troubleshoot Jobs

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8. Phone Calls
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high Demand
Here's how Phone Calls is used in Lead Help Desk Technician jobs:
  • Resolved issues via Remedy ARS tickets and by taking phone calls daily from associates with technical issues.
  • Attended various phone calls in call center environment to deliver the customers support.
  • Respond to telephone calls, email and personnel requests for technical support.
  • Answer customer telephone calls for system support.
  • respond to telephone calls and email messages from customers looking for help with computer problems.

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268 Phone Calls Jobs

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9. Email Accounts
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high Demand
Here's how Email Accounts is used in Lead Help Desk Technician jobs:
  • Utilized Windows Server 2012 in creating and managing new Domain user accounts, permissions and email accounts
  • Handled email issues in Outlook and Lotus Notes setting up email accounts.
  • Key Responsibilities Creating user accounts in NDS and Exchange Creating Groupwise and Exchange email accounts.

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8 Email Accounts Jobs

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10. Laser Printers
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high Demand
8 Laser Printers Jobs

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11. Laptops
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high Demand
Here's how Laptops is used in Lead Help Desk Technician jobs:
  • Configured over 40 laptops vital to aircraft's upgrade and maintenance processing radically increasing mission capabilities.
  • Keep an inventory count of all laptops in storage for incoming users and upgrades for current users.
  • Transferred old laptop settings (including Outlook with Exchange) to new laptops.
  • Installed new/rebuild servers, workstations and laptops (Dell and Toshiba).
  • Created a company image for multiple laptops using Microsoft's System Center.
  • Install and configure VPN on customer laptops for teleworking.
  • Installed and configured software running from new laptops.
  • Trained users and staff on new hardware/laptops.
  • Maintain inventory of servers, desktops, laptops, phones, mifi/wireless devices.
  • Repair remotely or on-site workstations, laptops printers, power supplies and othe electrical equipment.

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4 Laptops Jobs

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12. Setup
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high Demand
Here's how Setup is used in Lead Help Desk Technician jobs:
  • Provide troubleshooting and assistance as needed which will include setup and configuration, documentation and operational guidance.
  • Processed office setups-workstations, printers.
  • Assist with setup and distribution of equipment for students according to guidelines set by Information Technology Division.
  • Provided router configuration, DNS and mail server setup and troubleshooting.
  • Streamlined the user setup process in regards to technology and orientation.
  • Prepare and maintained pace of work flow for expedient service Coordinated the logistics of technology requirements and setups during office relocations
  • Lead the Provided offsite support for Field Sales events including network setup and support and workroom staffing.

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119 Setup Jobs

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13. Windows XP
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high Demand
Here's how Windows XP is used in Lead Help Desk Technician jobs:
  • Performed SCCM 2007, MDT and OSD upgrade from Windows XP to Windows 7 Enterprise.
  • Migrated 150+ PC's from Windows XP to Windows 7 within one week timeframe.

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14. User Accounts
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high Demand
Here's how User Accounts is used in Lead Help Desk Technician jobs:
  • Created and disabling user accounts using active directory.
  • Configure IP phones, create user accounts, modify user account/phone preferences, setup lines, and configure voice services.
  • Serve as project resources, creation of user accounts, grant application access, and support individual applications.
  • Understand and work with Microsoft Active Directory, administration, creation of user accounts and Exchange E-mail.
  • Follow the checklist for creation of all user accounts in Active Directory and dependent systems.
  • Administered user accounts including, email, file, and printer access.
  • Managed 1000 user accounts across nine different networks using Active Directory.
  • Create, maintain and manage user accounts utilizing Active Directory.
  • Created and modified user accounts on classified and unclassified networks.
  • Set up and configured user accounts in Blackberry Enterprise Server.
  • Assigned user accounts and granted permissions to shared resources.
  • Manage User Accounts with Microsoft Active Directory.
  • Managed user accounts in Active Directory.
  • Created and maintained user accounts.
  • Performed Novell NetWare 4.x administration; modified and managed user accounts.
  • Monitor Clarify phone and ticketing system Setup new employee accounts Resolve user accounts, desktop, network and printer issues remotely

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10 User Accounts Jobs

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15. VPN
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average Demand
Here's how VPN is used in Lead Help Desk Technician jobs:
  • Administered Active Directory accounts for users, including Exchange accounts, Pop Accounts, and VPN accounts with appropriate security permissions.
  • Supported users and equipment for an environment consisting of 13 sites connected via site to site VPN tunnels.
  • Used active directory to reset VPN passwords.
  • Support remote users and VPN client connectivity.
  • Supported remote access using RAS/VPN.
  • Provide network connectivity support for wired, dialup and VPN clients.

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32 VPN Jobs

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16. Internet
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average Demand
Here's how Internet is used in Lead Help Desk Technician jobs:
  • Recorded and maintained three different Satellite links with minimal loss of communications/internet within a 370-day period.
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, Android and IOS cell phones.
  • Configured and installed TCP, IP, Windows 98, Windows 2000, Windows XP, Internet Explorer and Netscape.
  • Provided support, training and development for Internet Help Desk agents as well as corrective action if necessary.
  • Assist customers and employees with advanced troubleshooting and issue resolution for Internet, television, and telephone services.
  • Enter, troubleshoot, update and route trouble tickets for residential internet support customers.
  • Resolve Network Related Issues (Internet Connectivity, Printers, and Resource).
  • Assist Customers with their home networking for internet, phone, and cable.
  • Train incoming Internet Help Desk Agents.
  • Support for MS Office, MS VPN, Email Client, Internet, Hardware, Blackberry, HP Laptops.

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479 Internet Jobs

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17. Trouble Tickets
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average Demand
Here's how Trouble Tickets is used in Lead Help Desk Technician jobs:
  • Escalated trouble tickets with client's vendors and carriers to resolve service outages in fastest turn-around time possible.
  • Opened trouble tickets, escalate outages, and provided follow-up and root cause analysis where needed.
  • Create and track trouble tickets using Remedy ARS ticketing system.
  • Created and manage trouble tickets utilizing an in-house database system.
  • Recorded trouble tickets with Remedy Ticketing System.
  • Utilized remedy ticket system to create trouble tickets

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3 Trouble Tickets Jobs

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18. LAN
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average Demand
Here's how LAN is used in Lead Help Desk Technician jobs:
  • Execute disaster recovery and business continuity plans for technologies in scope.
  • Planned, analyzed, and consulted with management, and staff to determine special requirements for new system modifications.
  • Functioned as a liaison between the TABC plant personnel and North American IS staff, including Executive personnel.
  • Maintained an explanatory help desk log that tracked the status of ongoing work orders and their progression.
  • Maintained successful service plan client relations with frequent checks upon systems and in-house meetings with staff.
  • Provide end user support for all LAN based applications; recommend and schedule repairs.
  • Initiate, design, plan and lead strategic systems initiatives and tactical projects.
  • Created and managed custom in-house client ticket system for service plan customers.
  • Installed, tested and maintained LAN programs, accounts and e-mail systems.
  • Assisted users and performed corrective and preventative maintenance of NIPR/SIPR LAN.
  • Acted as primary contact for all incoming service plan support requests.
  • Configured VLAN and set up several networks with windows 2003 server.
  • Planned and imaged new computers for deployment.
  • Planned and scheduled project timelines and milestones for district-wide technology initiatives.
  • Provided technical support to outreach centers in a tri-state area (Maryland, Virginia, and Washington, DC).
  • Provided extensive LAN support including line locations, troubleshooting, re- pair, and activations of NIPRNET and SIPRNET lines.
  • Assist supervisor in planning for future based on global business requirements, one IT function, and IT strategies.
  • Served as the administrator and technician on company's LAN troubleshooting and repairing equipments without affecting network services.
  • Performed additions, location moves and changes to PBX system and updating MS Visio floor plans.
  • Walked users step by step on how to install software applications using LANDesk.

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94 LAN Jobs

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19. Windows New Technicians
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average Demand
20. Hardware Issues
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average Demand
Here's how Hardware Issues is used in Lead Help Desk Technician jobs:
  • Assisted the Store Windows Engineering team in resolving networking/software/hardware issues.
  • Assisted in the discovery and resolution of current and potential hardware issues.
  • Maintained network printer functionality for both hardware issues and toner supplies.
  • Problem-solved hardware issues with fault-tolerant hard drives.

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21. Remote Access
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average Demand
Here's how Remote Access is used in Lead Help Desk Technician jobs:
  • Work with field techs to establish remote access to complete the installation and training at the customer's location.
  • Provided special assistance to support remote access in adherence to company standards.

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17 Remote Access Jobs

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22. Symantec
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average Demand
Here's how Symantec is used in Lead Help Desk Technician jobs:
  • Imaged 35 to 100 laptop and personal computers quarterly utilizing Symantec Ghost.
  • Utilized Symantec Ghost 7 to build computer images.
  • Decommissioned and commissioned workstations and laptops using Symantec GDisk to wipe the machines and Symantec Ghost to image the machines.

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23. Desk Technicians
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average Demand
Here's how Desk Technicians is used in Lead Help Desk Technician jobs:
  • Prepared performance evaluations for Help Desk technicians and assisted Help Desk Manager resolve employee relations issues through counseling sessions.
  • Follow up with pending tickets and assignation to Help Desk technicians and follow up with the solutions.
  • Managed 15 help desk technicians and helped increase our first call close rate by 25 percent.
  • Trained level 1 and 2 help desk technicians * Developed procedural and training documentation
  • Trained and supervised three Jr. Help Desk Technicians at various times.
  • Supervised and trained a team of ten help desk technicians.
  • Exhibited leadership by personally training four help desk technicians.
  • Managed a group of call center help desk technicians.
  • Interviewed and trained new help desk technicians.
  • Supervised and trained over 10 junior helpdesk technicians.
  • Supervised training and onboarding of new help desk technicians as well as conducted pre-hire interviews with candidates.

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24. Network Printers
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average Demand
25. Citrix
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average Demand
Here's how Citrix is used in Lead Help Desk Technician jobs:
  • Managed user application access through Citrix.
  • Worked with Network Engineer supporting Windows 2000 servers, Exchange server and Citrix.
  • Supported issues related to Citrix XenApp & XenServer.
  • Installed and configured Citrix client.
  • Managed Citrix server sessions using the Citrix AppCenter.
  • Diagnose Citrix issues and upgrade applications through Citrix Metaframe Presentation Server.

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11 Citrix Jobs

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26. Lotus Notes
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average Demand
Here's how Lotus Notes is used in Lead Help Desk Technician jobs:
  • Provide administrator support on Lotus Notes 7, which includes access to Lotus Domino Administrator 8.5.
  • Developed and implemented a new Lotus Notes application for help desk personnel.
  • Support Lotus Notes users and applications.
  • Gained experience configuring Lotus Notes Client.
  • Reconfigured Lotus Notes on Domino Server AT&T - ABS Refresh Project.
  • Verified and reset username and password for network access within Lotus Notes.

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13 Lotus Notes Jobs

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27. SQL
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average Demand
Here's how SQL is used in Lead Help Desk Technician jobs:
  • Used SQL to test updates to the software.

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827 SQL Jobs

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28. Mac
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average Demand
Here's how Mac is used in Lead Help Desk Technician jobs:
  • Support Specialist responsible for troubleshooting computer hardware and software issues, machine deployments and decommissioning, and requests.
  • Supervised the Technology Help Desk that provides troubleshooting assistance to clients with issues on their own personal machines.
  • Acted as a point of contact for escalation of existing issues from District Managers and Pharmacy Supervisors.
  • Provided assistance to high profile users such as Senators and Chief of Staff regarding Mac products.
  • Recovered Data upgraded networks, educated customers, upgraded RAM and supplied POS Machine Support.
  • Remove viruses on PC and Mac computers locally while keeping all documents safe.
  • Documented, monitored and supervised the upgrade of 1,500 machines to Windows 7.
  • Utilized both Mac and PC in trouble shooting and proactive development of data bases
  • Configured and installed RSA tokens on Mac to connect to the VPN.
  • Maintain and troubleshoot messaging service located on UNIX machines.
  • Build Windows and Mac images.
  • Maintain Virtual Machines and servers.
  • Installed and maintained over 600 windows/mac operating systems yearly..
  • Key player on the team that expanded the Technical Support Center during the 2004 acquisition of over 1500 Eckerd Pharmacies.
  • Managed the computing lab of over 300 machines in Odegaard Undergraduate Library.
  • Performed add, move and changes (MACs).
  • Installed Virtual machines such as Paralles, BootCamp and VMWare on Macs.

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59 Mac Jobs

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29. PCS
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average Demand
Here's how PCS is used in Lead Help Desk Technician jobs:
  • Worked with hardware vendors for the requisition and installation of hardware and software for over 400 PCs.
  • Diagnosed and repaired connectivity issues and PCs as required by the client.
  • Instructed users in the use of PCs and post networks.
  • Installed, configured, and repaired PCs, OSs and software and provided end user support.
  • Repaired, upgraded and maintained Dell laptop and pcs.

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104 PCS Jobs

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30. Information Technology
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low Demand
Here's how Information Technology is used in Lead Help Desk Technician jobs:
  • Supervised information technology student workers employed with the university help desk.
  • Developed Help Desk Handbook, Policies and Procedures, and fielded general Information Technology Help Desk calls.
  • Assist customers with Campus concerns not related to information technology and other duties as assigned.
  • Forwarded tickets, for all unresolved issues, to the Information Technology Staff for further assistance
  • Provide support for all Information Technology products and services.

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612 Information Technology Jobs

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31. Computer System
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low Demand
Here's how Computer System is used in Lead Help Desk Technician jobs:
  • Eliminated outdated records by sending the records to be scanned and verified information in the computer system was up-to-date and accurate.
  • Developed training manuals, trained computer users, maintained daily performance of computer systems.
  • Preformed nightly backups and restored files on customer computer systems using ADSM.
  • Oversee the daily performance of computer systems.
  • Diagnose and repair computer systems and equipment used at Coppin State University.

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48 Computer System Jobs

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32. Suite
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low Demand
Here's how Suite is used in Lead Help Desk Technician jobs:
  • Power user of Microsoft Office Suite 2007, including VBA scripting in Outlook, Excel, and Access.
  • Lead Help Desk support agent for all client-related issues regarding Facility Maintenance software suite.
  • Lead Tester of client beta and standard package suites.

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1,581 Suite Jobs

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33. Tcp/Ip
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low Demand
Here's how Tcp/Ip is used in Lead Help Desk Technician jobs:
  • Configured TCP/IP and Microsoft Active Directory including user and resource management.
  • Utilized Admin tools - Exchange, Active Directory, DNS, printer server, virtual servers, TCP/IP.
  • Diagnosed networking TCP/IP, hardware, software, data recovery using various tools.
  • Developed installation of videoconference units on various TCP/IP networks.

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34. Novell
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low Demand
35. OS
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low Demand
Here's how OS is used in Lead Help Desk Technician jobs:
  • Utilized various Microsoft applications to fabricate and update equipment cut sheets, telephone directories and technical references.
  • Conducted, supervised and instructed many multinational IT workshops to ensure continuity across a multinational platform.
  • Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.
  • Configured and maintained Norton Ghost server images for off-site Disaster Recovery.
  • Worked closely with network technicians to resolve server/infrastructure issues/outages.
  • Provided support to hospital end-users within our three-hospital system.
  • Screened, referred and diagnosed internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
  • Applied advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions while in my SME position.
  • Monitored Service Desk operations and escalated tickets to ensure client's problems are handled as expeditiously as possible.
  • Maintained remaining Greenbacks' store systems until completion of the acquisition; closed down Greenbacks corporate network.
  • Served as help desk technical lead analyst across a call volume of 500-600 daily calls.
  • Applied OS patches and upgrades on a regular basis utilizing administrative tools and utilities.
  • Provided hardware, software, and procedural support for McDonalds POS system.
  • Cross checking work, if completing as per assignment.
  • Top secret clearance was required in this position.
  • Perform daily hardware and software support for equipment in use at all 43 Freeman Health System locations including three Hospitals.
  • Demonstrate ability to identify problems/issues and the use of analytical skills in order to resolve those issues.
  • Performed diagnostics on 3D printers and software to isolate issues, then developed and implemented a solution.
  • United States Navy, CV-63 KITTY HAWK, Yokosuka, Japan.
  • Use Altiris and Ghost to manage asset lifecycle transitions.

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80 OS Jobs

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36. DNS
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low Demand
Here's how DNS is used in Lead Help Desk Technician jobs:
  • Played key role on team that re-designed the IP addressing scheme, DNS and WINS for 15 remote offices.
  • Manage Web Hosting and DNS registration for internal and external customers.
  • Experience with DHCP, SUS, DNS and WINS.

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27 DNS Jobs

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37. Technical Assistance
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low Demand
Here's how Technical Assistance is used in Lead Help Desk Technician jobs:
  • Conducted computer diagnostics to investigate and resolve problems and provided technical assistance and support.
  • Provide technical assistance and step-by-step solutions to end-users.
  • Provide technical assistance to Government Computer System Users.
  • Provided training and technical assistance to over 30 newly hired analysts to make them productive as quickly as possible.
  • Provided technical assistance and support by installing, configuring, and upgrading computer hardware and software.
  • Assist in first point of contact for technical assistance with computer hardware/software related problems.
  • Respond to incoming requests for technical assistance and or troubleshooting via telephone.
  • Shift Lead for (STAC) Security Technical Assistance Center.
  • Provided support and technical assistance for Bell South DSL customers.
  • Provide technical assistance and training to system users.
  • Responded to Penna State Employees requests for technical assistance Microsoft Office DOCS PC Anywhere

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74 Technical Assistance Jobs

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38. Microsoft Windows
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low Demand
Here's how Microsoft Windows is used in Lead Help Desk Technician jobs:
  • Provide installation, configuration and support of corporate image based on Microsoft Windows 7 operating system.
  • Imaged and deployed dual boot system partition using Microsoft Windows XP/7, and UNIX/LINUX system.

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29 Microsoft Windows Jobs

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39. III
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low Demand
Here's how III is used in Lead Help Desk Technician jobs:
  • POSITION: HELP DESK TECHNICAL SUPPORT Level III Responsibilities include software/hardware technical support for Proxy Edge Data Base Application.
  • Provide Tier III and Tier IV support for the US Coast Guard's Enterprise Network Migration.
  • Provide level four escalations and process support for Help Desk Technician I, II & III.
  • Provided Level II and Level III support while acting as escalation point for other technicians.
  • Provided Tier III engineering support for the Homeland Secure Data Network (HSDN).
  • Provide Level III administrative support for network connectivity, Windows NT 4.0/2000/2003 servers.
  • Level III Help Desk to 900+ users.

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63 III Jobs

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40. Problem Resolution
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low Demand
Here's how Problem Resolution is used in Lead Help Desk Technician jobs:
  • Provided superior customer service operations by maintaining a 98% problem resolution and customer satisfaction rate.
  • Provide troubleshooting and problem resolution.
  • Submitted tickets documenting the steps taken to achieve problem resolution.
  • Assist in hardware and software problem resolutions.

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13 Problem Resolution Jobs

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41. SMS
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low Demand
Here's how SMS is used in Lead Help Desk Technician jobs:
  • Configured and maintained remote users with Active Directory and MS SMS application launcher.
  • Promoted to NT Server administrator with ownership of BackOffice SMS administrator functions.
  • Used SMS remote tools to trouble shoot issues on client's computers.
  • Supported server administration Install and repair all servers NT, SMS Server, WIN 2003, and Novell.

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42. Voip
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low Demand
Here's how Voip is used in Lead Help Desk Technician jobs:
  • Managed and configured VoiP phones used by our clients.

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286 Voip Jobs

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43. Unix
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low Demand
Here's how Unix is used in Lead Help Desk Technician jobs:
  • Provided support for Windows, Unix, andIBM AS400 systems.

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62 Unix Jobs

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44. Console
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low Demand
Here's how Console is used in Lead Help Desk Technician jobs:
  • Provided Network administration including Active Directory and Exchange Management Console.
  • Managed email accounts and distribution lists using the Exchange Console.
  • Managed customer's accounts through Active Directory console.
  • Operate and monitor the master console as well as the Netview consoles that corresponded to the IBM H50 and Z90 mainframe.

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1 Console Jobs

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45. Group Policy
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low Demand
Here's how Group Policy is used in Lead Help Desk Technician jobs:
  • Assisted in the successful implementation of Active Directory for multiple site replication, group policy, domain authentication and schema management.
  • Managed group policy by updating security policies used throughout the networks.
  • Administered Active Directory domain and user access via Group Policy.

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46. Mcafee
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low Demand
Here's how Mcafee is used in Lead Help Desk Technician jobs:
  • Have knowledge of HBSS and McAfee to protect unwanted intrusions.
  • Managed enterprise wide McAfee Corporate Anti-Virus for the administration of security for viruses and spam filtering utilizing E-Policy Orchestrator.
  • Ghost imaging of Dell notebooks as well as set up of McAfee Antivirus.
  • Installed and maintained Norton and McAfee antivirus software.

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1 Mcafee Jobs

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47. Technical Problems
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low Demand
Here's how Technical Problems is used in Lead Help Desk Technician jobs:
  • Provide highly responsive telephone support to United States Coast Guard for complex technical problems, questions and requests.
  • Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Identify, research, and resolve technical problems.

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754 Technical Problems Jobs

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48. Sccm
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low Demand
Here's how Sccm is used in Lead Help Desk Technician jobs:
  • Perform system OS deployment/Imaging with SCCM Client.
  • Close contact with end users on a daily basis PC Deployments using Ghost and SCCM
  • Support and Management applications include Jira & SCCM

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3 Sccm Jobs

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49. SLA
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low Demand
Here's how SLA is used in Lead Help Desk Technician jobs:
  • Monitored Peregrine queues to ensure that tickets were resolved within specified service level agreements (SLA's).
  • Managed complex technical support issues with varying degrees of priority according to Service License Agreements (SLAs).
  • Provision and troubleshoot DSLAMs and Redbacks for residential and small/medium business customers.

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14 SLA Jobs

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50. Password Resets
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low Demand
Here's how Password Resets is used in Lead Help Desk Technician jobs:
  • Answer questions, did password resets, I assisted with setting up groups for Medicaid and Medicare users via telephone.
  • Perform BlackBerry wipes, password resets and account configurations.

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Lead Help Desk Technician Jobs

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20 Most Common Skills For A Lead Help Desk Technician

Computer Hardware

13.7%

Desk Support

8.6%

Technical Support

8.4%

Desktop

7.8%

Active Directory

6.8%

Customer Service

6.8%

Troubleshoot

5.7%

Phone Calls

5.2%

Email Accounts

4.8%

Laser Printers

4.4%

Laptops

3.9%

Setup

3.7%

Windows XP

3.2%

User Accounts

2.7%

VPN

2.5%

Internet

2.5%

Trouble Tickets

2.4%

LAN

2.3%

Windows New Technicians

2.3%

Hardware Issues

2.3%
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Typical Skill-Sets Required For A Lead Help Desk Technician

Rank Skill
1 Computer Hardware 10.2%
2 Desk Support 6.5%
3 Technical Support 6.3%
4 Desktop 5.9%
5 Active Directory 5.1%
6 Customer Service 5.1%
7 Troubleshoot 4.2%
8 Phone Calls 3.9%
9 Email Accounts 3.6%
10 Laser Printers 3.3%
11 Laptops 2.9%
12 Setup 2.8%
13 Windows XP 2.4%
14 User Accounts 2.0%
15 VPN 1.9%
16 Internet 1.9%
17 Trouble Tickets 1.8%
18 LAN 1.7%
19 Windows New Technicians 1.7%
20 Hardware Issues 1.7%
21 Remote Access 1.5%
22 Symantec 1.4%
23 Desk Technicians 1.3%
24 Network Printers 1.3%
25 Citrix 1.2%
26 Lotus Notes 1.2%
27 SQL 1.1%
28 Mac 1.0%
29 PCS 1.0%
30 Information Technology 0.9%
31 Computer System 0.9%
32 Suite 0.8%
33 Tcp/Ip 0.8%
34 Novell 0.8%
35 OS 0.8%
36 DNS 0.8%
37 Technical Assistance 0.7%
38 Microsoft Windows 0.7%
39 III 0.7%
40 Problem Resolution 0.7%
41 SMS 0.7%
42 Voip 0.6%
43 Unix 0.6%
44 Console 0.6%
45 Group Policy 0.6%
46 Mcafee 0.6%
47 Technical Problems 0.6%
48 Sccm 0.5%
49 SLA 0.5%
50 Password Resets 0.5%
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21,393 Lead Help Desk Technician Jobs

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