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Top 50 Services Desk Technician Skills

Below we've compiled a list of the most important skills for a Services Desk Technician. We ranked the top skills based on the percentage of Services Desk Technician resumes they appeared on. For example, 9.0% of Services Desk Technician resumes contained Computer Hardware as a skill. Let's find out what skills a Services Desk Technician actually needs in order to be successful in the workplace.

These are the most important skills for a Services Desk Technician:

1. Computer Hardware

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high Demand
Here's how Computer Hardware is used in Services Desk Technician jobs:
  • Resolve issues surrounding computer hardware, software, and telecommunications systems while demonstrating expertise in customer service and technical knowledge.
  • Provided technical support to end-users regarding computer hardware and software.
  • Constructed standard computer hardware and installed required software applications.
  • Provided computer hardware/software help desk support for approx.
  • Maintained computer hardware used in the manufacturing facilities.
  • Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products.
  • Acted as primary contact for computer hardware and software problems, as well as network emergencies.
  • Answer technical questions and perform troubleshooting regarding the use of personal computer hardware and software.
  • Provided solutions for both local and national employees with computer hardware and software related issues.
  • Maintain daily performance, install, modify, and repair computer hardware and software.
  • Cleaned and repaired computer hardware peripherals; such as keyboards and printers, etc.
  • Managed the configuration of computer hardware, software, printers, and other peripherals.
  • Handled a myriad of issues from Computer Hardware and Software to facilities issues.
  • Supplied end user support for MS Windows environments, VPN and computer hardware.
  • Configure and test computer hardware, networking software and operating system software.
  • Build, re-build, and reconfigure computer hardware and software.
  • Install, modify, and repair computer hardware and software.
  • Install, configure and troubleshoot computer hardware and software.
  • Full computer hardware and software support.
  • perform installations and system deployments and troubleshoot the systems and the desktops computer hardware and software.

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4 Computer Hardware Jobs

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2. Technical Support

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high Demand
Here's how Technical Support is used in Services Desk Technician jobs:
  • Provided additional customer and technical support as required.
  • Provide technical support and training on operation and maintenance of PC's and peripherals in accordance with company procedures and policies.
  • Provided technical support for users including desktop, connectivity, and application (MS Office), DNS, DHCP issues.
  • Provide 1st and 2nd level technical support to assist all Firm network users with computer and telephone-related issues.
  • Provided level one technical support as well as ensure the completion of end-user request for products & services.
  • Provided technical support for Windows operating system (all versions) via remote connection with customer's computer.
  • Key Accomplishments: * Provided Tier 1 & 2 level technical support using a ticket managing system.
  • Responded to all client requests for technical support by phone, email and the inter-office chat service.
  • Interact with technical support groups as needed to resolve complex issues and problems.
  • Assisted and provided technical support to organizations joining the USBICES-X program.
  • Provided technical support of Microsoft systems for 3500 end users nationwide.
  • Create call tracking tickets for reported technical support issues.
  • Provide technical support over the phone to the employees.
  • Provide technical support to corporate users.
  • Provided technical support for Dept.
  • Provided technical support for Yahoo!
  • Interfaced with other technical support, network administrators to ensure appropriate logins/passwords are created for corporate applications and network resources.
  • Functioned as a primary contact for technical support for a Logicalis customer Orchid Orthopedics.
  • Provided technical support using remote tools to both homebased and remote workers.
  • Managed call flow and responded to technical support needs of customers..

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13 Technical Support Jobs

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3. Active Directory

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high Demand
Here's how Active Directory is used in Services Desk Technician jobs:
  • Utilize Active Directory for daily troubleshooting and to administer user access and permissions.
  • Provided system administration support for the Enterprise Active Directory system.
  • Fulfilled Active Directory requests for account creation and termination.
  • Used remedy ticketing system and active directory.
  • Created and/or managed accounts for USBICES-X users, US partners, computers and services through Microsoft Active Directory.
  • Work on various programs including: MS Outlook, Active Directory, Service Now, and AS400.
  • Trouble Shoot Active Directory Issues, Outlook2013, Office365, SAP Fusion and Share point.
  • Used Active directory and Windows Server 2008 to manage user's and reset passwords
  • Add new users via Active Directory, unlocked accounts, and reset passwords.
  • Managed users and hosts in Active Directory using the Quest management tool.
  • Worked with active directory changing passwords and updating accounts.
  • Managed Active Directory and Exchange accounts.
  • Utilize Active Directory to support customers.
  • Manage network accounts in Active Directory.
  • Create network accounts using Active Directory.
  • Experience with Facets, Mainframe, Filenet, Care Advance, Clear Case/Clear Quest, AIX and Active Directory.
  • Used Active Directory Toolkit to grant customers access to folders, applications, resource mailboxes and etc.
  • Performed basic account administration functions with NWAdmin, Active Directory and MS Exchange.
  • Assisted AD Migration Team when transitioning accounts from Novell to Active Directory.
  • Manage Active Directory Granting and Revoking access to Network resources Manage user account on Exchange.

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13 Active Directory Jobs

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4. Service Desk

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high Demand
Here's how Service Desk is used in Services Desk Technician jobs:
  • Document all incidents, outages, status, and resolutions in problem management tool in accordance with IT Service Desk procedures.
  • Streamlined and improved service provided to end user by implementing key Service Desk guidelines and processes, including incident management.
  • Logged, updated, escalated, resolved tickets and requests in CA Service Desk Manager ticketing system.
  • Work to resolve all technical trouble tickets at the Service Desk before referring to technical support.
  • Open and record into the Service Desk tracking software all support calls from the user community.
  • Shared Service Desk: Assigned to work with multiple clients meeting each client's SLA requirements.
  • Level 1 Service Desk Agents are under the supervision of the Service Desk Manager.
  • Prepare and organize policies, procedures, standards and guidelines for the Service Desk.
  • Create tickets within the Service Desk software relating to IT requests for service.
  • Increase each year the percentage of cases resolved by the Service Desk.
  • Represented Service Desk on various IT projects, verifying implementation readiness.
  • Assisted with training new hires and interns within the service desk.
  • Performed as lead for team of 10 service desk technicians.
  • Managed outsourced vendors providing Service Desk support for 6,500+ associates.
  • Trained or assisted in training service desk personnel.
  • Monitor service desk tickets for data consistency.
  • Service Desk Technician Provide technical support to technology users including problem determination, resolution and escalation.
  • Monitor the IT Service Desk mailbox and call queue, responding to queries as appropriate in a timely and efficient manner.
  • Opened and routed customer support tickets to various departments using CA Service Desk Manager Answered customer support calls and process customer emails
  • Helped with training Allina Health IS members in ServiceNow before go-live in 2012 Part of the Service Desk leadership.

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121 Service Desk Jobs

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5. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Services Desk Technician jobs:
  • Performed diagnostic testing, troubleshooting, and analysis of all system components based on documented procedures.
  • Assign network associated problems to regional network operation centers for troubleshooting and repair.
  • Assisted with the troubleshooting and resolution of critical network connectivity issues.
  • Experience troubleshooting and resolving technical problems for users Blackberry devices.
  • Establish and verify network connectivity via testing and troubleshooting.
  • Provided basic hardware and networking troubleshooting.
  • Document and update in-house troubleshooting database.
  • Mastered first-tier support and troubleshooting for technology products and applications to faculty, staff, and students of the university.
  • Experienced troubleshooting core services (file, e-mail, print, web, portal and transport).
  • Provide detailed documentation of troubleshooting steps and incident solutions in the NMCI Ticketing database SM7 & Remedy.
  • Assist students, staff and faculty to triage their computer and technology questions and problems and troubleshooting
  • Registered voice and video end points to CUCM; Troubleshoots VTC and end point issues.
  • Support users - troubleshooting Microsoft Exchange and Outlook as well as other Microsoft Office products
  • Worked within SLA to provide quick and efficient troubleshooting using Service Now.
  • Performed Blackberry and Air cards troubleshooting, tethering and maintenance.
  • Used RC, UNC, RDP, and OCS to troubleshoot issues remotely.
  • Performed basic software installation and troubleshooting for internal corporate customers via remote assistance or desk side.
  • Answer phone calls for troubleshooting computer-related issues Develops, tests, implements, and maintains operating system and related software.
  • Monitored e-Gate, Nagios, and various STVIN servers, also assisted Network Administrator troubleshoot server issues.
  • Enable Epic access, add pools to Inbaskets, and troubleshoot printing issues related to EPIC.

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8 Troubleshoot Jobs

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6. Desktop

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high Demand
Here's how Desktop is used in Services Desk Technician jobs:
  • Performed problem resolution via telephone, remote desktop connection and/or visits to user locations.
  • Assist with Desktop Administration projects that include; Imaging, deploying, replacing/upgrading hardware, and image creation with quality checking.
  • Assisted staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software.
  • Provide desktop support for over 750+ clients by phone, remotely or in person to minimize downtime.
  • Performed physical setup of desktop hardware and software, served on team installing hardware and software upgrades.
  • Resolved issue pertaining to Desktops, Laptops, Apple Products, and Android.
  • Used Remote Desktop Protocol (RDP), and Windows Remote Assistance programs.
  • Provided Tier II technical phone and desktop support for Windows workstations.
  • Manage and support desktop hardware, software and printer operations.
  • Provide remote support to end users using remote desktop tools.
  • Map network drives, printers, configure Remote Desktop access.
  • Configure and deploy biannual desktop equipment upgrades across the company.
  • Perform desktop imaging using the Microsoft Data Transfer tool.
  • Service Desktop Technician for Go-Live Application upgrade project.
  • Monitor network events and compile possible disruptions.via monitoring system Provide network and Desktop support remotely to users.
  • Maintain and troubleshoot Microsoft, and Apple desktops, laptops, and mobile devices, using a service desk ticketing system.
  • Provided user support to Remote User Administration, Onsite technicians, and Remote Desktop Management teams.
  • Service Desk * Microsoft Desktop support.
  • Encrypted desktop and laptop HDDs with Microsoft Bitlocker encryption.
  • Utilized Avaya Site Administration and Cisco Voicemail Admin to setup IP Desktop phones.

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26 Desktop Jobs

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7. Network Printers

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high Demand
Here's how Network Printers is used in Services Desk Technician jobs:
  • Provided networking/desktop support and performed installation and configuration of network printers and workstations.
  • Configured and set up network printers, workstations, and necessary devices and peripherals required for day to day operations.
  • Provide phone/desk side end-user support in a Microsoft LAN consisting of 25 servers, 440 workstations and 100 network printers.
  • Repaired workstation network connectivity, mapped network printers, troubleshot and resolved software and hardware failures.
  • Administered network folders and files, network printers and the servers they resided on.
  • Maintained desktops, laptops, network printers, and Cisco switches for 500 employees.
  • Supported network printers, copiers, fax machines, laptops and desktops.
  • Deploy, troubleshoot, and repair network printers and other peripherals.
  • Helped configure printers and connect the end users to Network Printers.
  • Mapped network printers, shared drives and folders.
  • Set up and install network printers on workstations.
  • Replace ink cartridges for all Xerox network printers.
  • Walk users through Installing local and network printers.
  • Install and configure network printers and scanners.
  • Installed local and network printers.
  • Gained hands-on experience troubleshooting software and hardware, including PCs, MACs, laptops, scanners, network printers, etc.
  • Network Technician *Configure and troubleshoot 700+ networked cash registers, remote work stations and network printers.
  • Installed and troubleshot network printers on a Windows 2012 Print Server.
  • configure and support network printers.
  • Assisted with Active Directory and Safeboot login password resets Mapped network printers, shared drives and folders.

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8. Email Accounts

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high Demand
Here's how Email Accounts is used in Services Desk Technician jobs:
  • Forwarded email accounts to proper individuals.
  • Configured Outlook email accounts; ensured customers where connected to the correct Exchange Servers, rebuilt users roaming and local profiles.
  • Created user accounts, distribution lists, shared mailboxes, email accounts, security groups and granted access to specific applications.
  • Track or create tickets in ITSM/Heat, create new faculty or staff email accounts or user accounts.
  • Assisted customers with management and resolving issues regarding email accounts using MS Outlook.
  • Administer email accounts and distribution lists via Microsoft Exchange Server.
  • Manage Email Accounts: User and Distribution groups.
  • Create outlook email accounts, update Outlook G.A.B.
  • Set up Outlook Web email accounts.
  • Reset passwords, unlock accounts and add/remove accounts from distribution list, create nt logins and email accounts.

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3 Email Accounts Jobs

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9. Phone Calls

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high Demand
Here's how Phone Calls is used in Services Desk Technician jobs:
  • Produced more resolved tickets, answered phone calls, and customer help than any other technician during this time span.
  • Answer phone calls/trouble calls from customers regarding technical issues with cable, internet, and phone services and equipment.
  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
  • Handled incoming e-mails and phone calls, and kept records of all reports through a custom task management system.
  • Respond to telephone calls, emails, and personnel requests for technical support.
  • Answer incoming phone calls and provide support for FileBound's document management software.
  • Position required me to take inbound customer calls and make outbound phone calls.
  • Worked and escalated tickets coming from the clients through email and telephone calls.
  • Distribute ASI checklists for Concurrences and also makes phone calls.
  • Achieved 80% first call resolutions to 1100 phone calls.
  • Coordinate emails and phone calls between bases and their personnel.
  • Answer incoming phone calls and provide Tier 1 tech support.
  • Answered phone calls and log incidents via MAGIC ticketing system.
  • Provided Customer Service through the various technical phone calls.
  • Answer telephone calls to assist computer users encountering problems.
  • Answered phone calls from users experiencing urgent issues.
  • Answer incoming phone calls and use Connectwise to enter, assign and update service tickets.
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
  • Responded to telephone calls, emails and other requests for Do-IT IT support.
  • Selected Accomplishments: Take phone calls and help end users.

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1 Phone Calls Jobs

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10. Hardware Issues

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high Demand
Here's how Hardware Issues is used in Services Desk Technician jobs:
  • Fixed computer software and hardware issues as necessary
  • Provided phone and ticket system support for EUCOM and AFRICOM customers in troubleshooting network, software, and hardware issues.
  • Assisted internal employees with software and hardware issues over the phone, through chat, email, and ServiceNow tickets.
  • Provide reliable, accurate, and courteous desktop operations support, including resolving network, software, and hardware issues.
  • Installed, configured, upgraded and troubleshot software and hardware issues within Windows 95/98/2000/Vista/7 platform environments.
  • Fielded incoming calls to IT Service Desk from end users for software and hardware issues.
  • Assist end users via phone/email in resolving technical problems by troubleshooting software and hardware issues.
  • Identified and troubleshot software and hardware issues remotely seeking first call resolutions.
  • Support users with various issues from password issues to software/hardware issues.
  • Request information about software and hardware issues and documented all concerns.
  • Created Knowledge Base documentation on resolving software and hardware issues.
  • Analyze and troubleshoot software and hardware issues.
  • Provide documentation and training to peer/junior service desk technicians on software/hardware issues.
  • Correct issues passed to service desk by Onsite Technicians including server issues, network hardware issues, and desktop support issues.

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11. VPN

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high Demand
Here's how VPN is used in Services Desk Technician jobs:
  • Support network and e-mail connectivity, XP operating systems, hardware and software, mainframe, VPN issue with home/hotel users.
  • Cited by internal customers for exceptional help desk service as they accessed the LAN/WAN in global offices and via VPN.
  • Administered application, hardware, VPN, network, printers and system support to end-users.
  • Maintained VPN connectivity, password resets, server share permissions, and database permissions.
  • Assisted users in password resets and security access as well as VPN connections.
  • Install and configure PPTP/L2TP on the VPN server in the lab environment.
  • Worked on troubleshooting networking issues as well as VPN.
  • Provide all VPN/RESCUE support all remote user nation-wide
  • Assigned VPN tokens and created VPN accounts.
  • Support multiple departments including via VPN.
  • Connect client with the VPN server using PPTP and L2TP.
  • Resolved account issues and provided support for network connectivity, VPN and Citrix clients, proprietary and common apps.
  • Logged help desk calls into the ticketing system Remedy, Active Directory AD ,VPN, RSA admin support.
  • Set up VPN communications using the Citrix Receiver for client's secured access to company's database.
  • Configure Site to Site VPN between the Linksys, SonicWall and Cisco PIX.
  • Configure client remote access to VPNs, RDP and Terminal Servers.
  • Provide VTC support for FinCEN Assist VPN lead with projects.
  • Provide assistance using virtualization, VPN, and Active Directory.
  • Maintain professionalism Assist users with account, network connectivity, security, VPN and wireless issues Perform Tier I and II actions
  • SAP, Cisco Web-Ex Investigated system, web/intranet network and VPN issues, .

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6 VPN Jobs

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12. Windows XP

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high Demand
Here's how Windows XP is used in Services Desk Technician jobs:
  • Accomplished troubleshooting, software installation, and phone support for Windows XP and Windows 7 based desktop computers and laptops.
  • Provided first level support for Windows XP and Windows 7 users on the Procter & Gamble enterprise network.
  • Recruited to a specialized company team to assist in the migration from Windows XP to Windows 7.
  • Migrated computers from Windows XP to Windows 7, test to verify system working to company specification.
  • Provided desktop support on hardware/software issues to 75 local users on Windows XP and 7 environments.
  • Support for Microsoft Windows XP Professional, Excel, Word, PowerPoint, and Outlook 2003.
  • Provided desktop support of Windows XP/7/8, desktop hardware & software, and peripherals.
  • Created automated upgrade utilities to migrate users from Windows 2000 to Windows XP.
  • Support of Windows XP, 7 and Mac OS X operating systems.
  • Provided support for over 8000 users in a Windows XP/7 laptop environment.
  • Encrypted MacBooks and Windows XP/7 laptops before distributing to government users.
  • Deliver extensive Windows XP and Windows 7 support.
  • Support for Windows XP and 7.
  • Install, configure, support and perform troubleshooting duties for Windows XP, Windows 7, and other Desktop operating systems..
  • Facilitated in the migration from Windows XP to Windows 7 on a base of 30,000 users across three enclaves.
  • Configure and troubleshoot Windows XP, Windows 7, and Mac OS X operating systems 8.
  • Supported global users as they transitioned from Windows XP to Windows 2000 and Oracle financials.
  • Supported users in Windows XP and Citrix environments.
  • Supported a multitude of various Citrix applications Performed troubleshooting on Windows XP, Windows 7, and MAC operating systems.
  • Have extensive knowledge on Windows XP, Windows 2000, and Winmagic Securedoc laptop encryption.

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13. Laptops

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high Demand
Here's how Laptops is used in Services Desk Technician jobs:
  • Provided support by phone for user calls and walk-in requests for desktops, laptops, printers, and mobile phone issues.
  • Imaged laptops by installing and updating the OS, loading the imaging disc and going through the process for imaging.
  • Image and re-build desktops and laptops as needed for diagnostic or initial issue purposes using Ghost and SysPrep.
  • Imaged laptops and workstations as needed using Norton Ghost and installed device drivers and software.
  • Consist of breaking down 35 desktops, laptops, monitors, and other computer hardware.
  • Set up PC and Apple desktops and laptops and all types of mobile devices.
  • Support computers, laptops, tablets, smart phones and applications.
  • Upgrade and enhance hardware / software on workstations and laptops.
  • Deployed system imaging and program migration for desktops and laptops.
  • Fixed crucial issues with laptops for consultants before presentations.
  • Break fix laptops, desktop and other hardware.
  • Total: 16 laptops imaged.
  • Worked with desktops, laptops, printers, plotters, blackberries, iPhones, air cards, and other peripheral devices.
  • Tasked with working in a Windows 7 environment supporting desktops, laptops, printers and BlackBerrys.
  • Provided support for desktop, laptops, multifunction printers, and mobile hand-held devices.
  • Build and deploy windows loaner laptops via pxe boot.
  • Provide Break/Fix support for Lenovo laptops.
  • Performed on-site desk-side support on Dell Desktops and Laptops Completed a minimum of 50 Cherwell tickets per work week.
  • Image & profile laptops for new joiners Troubleshoot Laptops Hands on repair with motherboard
  • Created technical document listing the steps to reimage laptops for future reimaging.

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3 Laptops Jobs

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14. Remote Access

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high Demand
Here's how Remote Access is used in Services Desk Technician jobs:
  • Set up remote access capabilities; implementing/monitoring/assessing security controls.
  • Managed, installed and documented remote access authority.
  • Utilize Microsoft SCCM, Active Directory and other software in management and remote access of servers, desktops, and laptops.
  • Configured and resolved remote access issues to the company's Virtual Private Network through the use of IPASS.
  • Identified and promptly resolved technical support issues over telephone, remote access, and other communication channels.
  • Administer all employee accounts (Network, Email, Database, Remote Access etc.).
  • Perform security administration functions for user access, data access, and remote access.
  • Provide Level III to Corporate and Retail Store Associates via remote access software.
  • Support of (and via) VPN and various remote access tools.
  • Provided special assistance to support remote access in adherence to company standards.
  • Provide support via phone, email, remote access and Live Chat.
  • Supported customers using remote access software and by visiting client locations.
  • Support remote access users accessing the network using a VPN connection.
  • Supported the distribution and service of remote access technologies.
  • Provided helpdesk high volume phone and web support and remote access with Go2assist Remote assistance and remote desktop.
  • Administered, installed, and supported various remote access systems including Mobikey and RSA/VPN.
  • trace data flow across networks and between networks use remote access tools and troubleshooting.
  • Used software such as Carbon Copy and Pc Anywhere for remote access.
  • Used Ultra VNC, GoToAssist, and shadow within the Citrix enviroment for remote access to clients machines for further troubleshooting.
  • Created fillable PDFs for remote access forms.

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18 Remote Access Jobs

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15. Password Resets

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average Demand
Here's how Password Resets is used in Services Desk Technician jobs:
  • Perform common user account management in Active Directory including password resets and account unlocks.
  • Managed password resets and account administration.
  • Assisted end users with password resets, account unlock, and other account security issues while utilizing Active Directory and Outlook/Office365.
  • Provided password resets, printer configurations, break/fix instructions, ticket routing and escalations to Level 2 and Level 3 support.
  • Perform basic AIX and network management tasks, including user account creations, password resets, and account unlocks/enables.
  • Take inbound calls and emails to assist users with technical issues, password resets, and account unlocks.
  • Experience with password resets, unlocking accounts, and creating accounts with Windows Server 2008 Active Directory.
  • Manage Active Directory; maintain Groups within AD, adding and removing assets, and password resets.
  • Offer solutions to a variety of technical issues, ranging from basic password resets to IP configurations.
  • Point of contact for password resets as well as new account set up & separation requests.
  • Handle issues involving Active Directory, CJIS, and CAD password resets, and account lockouts.
  • Assist users with Exchange and Windows password resets using admin tools and ARS (Active Directory)
  • Provide world-class service to our client that encompasses calls from password resets to VPN connectivity.
  • Provided account maintenance for clients including password resets, modifying account permissions and unlocking accounts.
  • Assist users with password resets and account unlocks.
  • Perform password resets and re-certify tokens.
  • Provided password resets assistance through accountreset web portal access support.
  • Managed Active Directory, Mainframe, iSeries and AS400 account password resets.
  • Assisted with Active Directory and SafeNet login password resets.
  • Carried out password resets for AD, iPhones/iPads, 2 Factor, VPN, Citrix, and proprietary application accounts.

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9 Password Resets Jobs

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16. Citrix

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average Demand
Here's how Citrix is used in Services Desk Technician jobs:
  • Worked primarily in a virtual based environment using applications such as Citrix and Windows Remote Desktop Protocol.
  • Advanced user account administration in Active Directory and Citrix.
  • Patch and update software and drivers using remote assistance tools such as Citrix GoToAssist, PCDUO, VNC, etc.
  • Implemented Vital user level trouble isolation for desktops, application, LAN, WAN, VPN problems and Citrix support.
  • Experience in supporting a Citrix XenApp & XenDesktop * Assists in the administration of e-mail systems.
  • Install freeware such as Java, Adobe Flash, Citrix receivers, and web browsers.
  • Assist client with access to Baird applications on personal computers via Citrix.
  • Configure and troubleshoot Citrix Sessions supporting HIS infrastructure on 200+ thin clients.
  • Supported Blackberry, print servers, Citrix and Active Directory Servers.
  • Created and maintained a Citrix environment for over 260 customers.
  • Coach employees and entire NOC Team on Citrix capabilities.
  • Assist end-users to use virtual desktop through Citrix environments.
  • Provided access for Newmont employees and contractors via Active Directory and Citrix for various applications and shared drive folders.
  • Assist remote users with accessing network resources by establishing a VPN, Extranet or Citrix connection.
  • Managed and supported Citrix, Novell, Active Directory, Sap, Mainframe user accounts.
  • Worked with software such as ActivClient, Guardianedge, Citrix and other legacy applications
  • Install and provide support for desktop virtualization software such as Citrix.
  • Trained users on Citrix Metaframe usage and proper application virtualization.
  • Supported applications, including Cerner Millenium, McKesson Horizon Clinicals, HMS, MedHost, ProMed, Citrix, and AS400.
  • Deploy and maintain user access to cloud applications and virtual desktops via Citrix Xenserver/Xenapp, with resolving Citrix virtual problems.

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17. User Accounts

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average Demand
Here's how User Accounts is used in Services Desk Technician jobs:
  • Diagnosed and resolved user access issues by enabling/disabling/unlocking and resetting passwords on user accounts in Active Directory.
  • Maintained Active Directory user accounts.
  • Create and terminate user accounts, maintain distribution groups, and maintain access to some company resources with Active Directory.
  • Document issues in the ticketing system, create user accounts, create cases, and generally assist users.
  • Manage user accounts within Active Directory with password resets, disabled/expired accounts, and account unlocking.
  • Processed user accounts for classified systems and granting access for use on the installation's domain.
  • Reset domain passwords, make permission changes and manage user accounts using Activate Directory.
  • Administer end user accounts on an MS enterprise network in compliance with Federal Guidelines.
  • Perform user password resets for various applications such as Active Directory user accounts.
  • Create new user accounts and user groups for permissions across the domain.
  • Manage domain user accounts through Active Directory (Unclassified & Classified).
  • Created user accounts on enterprise applications such as AMBIS and e-SPA.
  • Create new user accounts and manage access to network resources.
  • Create end user accounts on Classified and Unclassified Systems.
  • Changed, reset, and unlocked user accounts.
  • Create user accounts, with assigned permissions.
  • Perform Access Control for user accounts
  • Create user accounts for applications.
  • Used Microsoft Active Directory to provision and deprovision user accounts.
  • Created and maintained all AS/400 and Active Directory user accounts, ordered new inventory, and answered IT help desk calls/emails.

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9 User Accounts Jobs

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18. Setup

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Here's how Setup is used in Services Desk Technician jobs:
  • Created multiple procedural and setup documents.
  • Installed software/hardware; reset passwords for multiple systems including phone systems; setup communications connections via VPN using FOB secure connections.
  • Performed field work as needed to complete PC, equipment, and network setup, repair, or troubleshooting.
  • Worked with U.S. Department of Education for user account setup, security and transferring of sensitive student loan files.
  • Administered PC setup, LAN/WAN network connectivity, install hardware, software, anti-viruses and configuring systems.
  • Recognized for having a pivotal role in quickly getting a shared server setup for grant submissions.
  • Configured NIC and TCP/IP, POPSMTP exchange setups, firewalls, hubs and routers.
  • Managed own schedule to meet required deadlines for lab setup and tear down.
  • Performed hardware setup as well as new user setup for all companies involved.
  • Resolve phone, iPhone, iPad, Blackberry setup and usage issues.
  • Create and setup network file shares for end users and groups.
  • Travel on on-sites to troubleshoot or setup physical hardware and cabling.
  • Skilled in the setup and use of multiple operating systems.
  • Assisted with setup and configuration of Cisco VoIP phones.
  • Complete setup and relocation of PC and telephony equipment.
  • Configured Cisco networking devices and setup remote access VPN.
  • Assisted Customers with setup and using new technologies.
  • Image and setup workstations, peripherals or hand held devices (printers, scanners, fax machines, iDevices).
  • BlackBerry and telecom setup and support, Active Directory, password resets and permission changes.
  • Use Active Directory to setup new users.

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1 Setup Jobs

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19. Desk Support

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Here's how Desk Support is used in Services Desk Technician jobs:
  • Initiated and created Help Desk PDF Operation Manual, to increase effectiveness and efficiency of the Help Desk support staff.
  • Obtained information from callers, provided high level of service desk support, and maintained all data on a spreadsheet.
  • Provided technical Help Desk support by entering calls into a ticketing system and assigning work orders to IT staff.
  • Provide Help Desk Support for IT clients at Sargent location as well as remotely located sales personnel.
  • Respond to telephone calls, automated requests, email and other requests for JS help desk support.
  • Provided help desk support via phone, desk-side visits, and remote sessions with end-users.
  • Provided help desk support to employees requiring IT assistance or submitting an IT-related request.
  • Provide first and second tier service desk support to multiple business clients under CompuCom.
  • Provided Tier I Service Desk support for USSOCOM/SOF network for 12k customers.
  • Offer phone and help-desk support for local and off-site users.
  • Provided Tier I Help Desk Support for various County agencies.
  • Hired as a full-time Help Desk support technician.
  • Provide Tier I help desk support.
  • Provide Tier I helpdesk support in a call center environment to any and all VA staff.
  • Provide Tier I helpdesk support to 1.2K local, remote site end users.
  • Provide helpdesk support for desktop, laptop, and mobile platforms.
  • Provide full professional Service Desk support for Nation Wide.
  • Provide help desk support for 2800 internal Randstad users.
  • Provide virtual helpdesk support to 35 military installations.
  • SERVICE DESK TECHNICIAN Provided basic Level 1 service desk support to all [ ] Microsoft employees worldwide.

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5 Desk Support Jobs

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20. Customer Service

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Here's how Customer Service is used in Services Desk Technician jobs:
  • Provide technical customer service support for all business applications including enterprise and division/departmental applications as well as hardware environment.
  • Skilled in communication under potentially adverse situations with a focus on customer service and satisfaction.
  • Managed and/or handled escalated customer service issues or problems to ensure resolution was provided.
  • Provided exceptional customer service by patiently assisting end-users through a complex process
  • Maintained customer service relations by balancing customer expectations with technician capabilities.
  • Front Desk Receptionist -Customer Service Associate Responsibilities:.
  • Maintained a professional customer service attitude.
  • Work with techs to provide excellent customer service and communication to clients and ensure they receive the best customer experience
  • Greet customers and ascertain what each customer wants or needs * Responsible for providing excellent customer service.
  • Provide customer service to nearly 5,000 customer of the Joint Chiefs of Staff at the Pentagon.
  • Provide primary customer service support to software assistance and installation, network services and referrals.
  • Balanced multiple customer service accounts, including electric vehicle chargers and cable companies.
  • Provide superior customer service to the user community and internal support staff.
  • Provided training to new employees that included detailed instruction and customer service.
  • Worked with the Service Desk Team in providing outstanding customer service.
  • Provide excellent customer service even while working under pressure.
  • Display courteous and quality customer service to end users.
  • Take on a wider customer service role.
  • Provide excellent customer service Troubleshoot stores hardware and software problems through phone.
  • Advanced software/hardware troubleshooting (phone system, pc, modems, routers and switches) Exemplary customer service - phone experience.

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8 Customer Service Jobs

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21. End User

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Here's how End User is used in Services Desk Technician jobs:
  • Maintain excellent customer service providing first level technical support to end users for technology related issues.
  • Utilized Remote Desktop software for troubleshooting and assistance in expediting solutions for end users.
  • Provide network troubleshooting, event log processing and troubleshooting, as well as all end user support to all systems.
  • Use of local and virtual machines to connect to and trouble shoot end user's reasons for calling in.
  • Provide technical phone and email support to over 300 clients, and end users within the company.
  • Worked with the end users, either directly or as an intermediary, to resolve issues.
  • Provide phone support to end users on Classified and Unclassified systems in a Virtual Desktop Infrastructure.
  • Informed and updated end users and management of system outages and impacts via effective communication.
  • Provided phone, email, chat and desk side technical support for end users.
  • Responded to end user and developer issues via incoming e-mails and phone calls.
  • Used various remote tools to help with providing support to end users.
  • Provide 1st line remote and desk side support services to end users.
  • Provide end user technical support in a large enterprise environment.
  • Do follow up with end users, customers.
  • Train end users on new technologies.
  • Handled computer imaging and assistance with end user Active Directory issues Performed loading, upgrading the operation of network systems.
  • Provided remote support using Microsoft OCS/Lync to 700+ end users from corporate headquarters to users in client sites overseas.
  • Supported a network with over 100,000 end users divided amongst dozens of health campuses across the country.
  • Performed administrative tasks for end-users Provided hardware and software Support for end users.
  • Provide excellent customer service to end users (i.e.

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50 End User Jobs

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22. Internet

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Here's how Internet is used in Services Desk Technician jobs:
  • Worked with service providers outside of the organization to troubleshoot and repair telephone and internet connectivity issues.
  • Monitored Internet/Intranet connections for physicians to ensure reliable connectivity to DOD medical client/server applications.
  • Developed and implemented complex Internet and Intranet applications on multiple platforms.
  • Researched unusual problems over the internet and other troubleshooting resources.
  • Maintained a current level of understanding of the details of home networking, high-speed Internet, dial-up and application functionality.
  • Assisted end users by troubleshooting Microsoft Outlook, Internet Explorer, Microsoft Windows 7, and other various software applications.
  • Demonstrate an understanding of the details of home networking, high-speed Internet, dial-up and application functionality.
  • Provide technical assistance and support for incoming queries and issues related to internet services and hardware.
  • Provide training to clients in the use of system and applications as related to Internet.
  • Provided customer support for the Navy Marine Corps Intranet and Internet (NMCI) services.
  • Administered various support platforms with Internet, tracking systems, data generation, and troubleshooting.
  • Participated in resolving node down episodes and major internet outages alongside various ISP's.
  • Diagnosed and resolved end-user printer, e-mail, Internet, and network access issues.
  • Used Command Prompt commands to resolve internet connectivity issues.
  • Configure software to connect to Internet application servers.
  • Investigated illegal use of Internet service.
  • Supported LAN and wifi internet/intranet connections.
  • Provide technical support for windows 7, Internet Explorer reset for java script, Outlook 2010 pst files creation.
  • Assisted users with Internet Explorer issues (clear cache, toolbars, page not displayed).
  • Provided Level 2 support for Anne Arundel Broadband company regarding customer with internet services & equipment.

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23. Knowledge Base

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Here's how Knowledge Base is used in Services Desk Technician jobs:
  • Contributed to Knowledge Base library upon discovering undocumented issues.
  • Provide documentation for internal Knowledge Base.
  • Provided new content and updated current articles for the knowledge base used by the service desk and local site support.
  • Provided a Service Desk Catalog, an SLA, an OLA, and a Knowledge Base for the company.
  • Utilize a large Knowledge Base to ensure that all proper troubleshooting steps were taken before routing to groups.
  • Worked with a small team that was responsible for developing the Knowledge Base solution from the ground up.
  • Produced detailed tutorials of various IT procedures in order to expand already extensive company knowledge base.
  • Created up to date knowledge base documentation to share with team and colleagues across the organization.
  • Utilized online knowledge base to troubleshoot user printer, hardware, and software issues.
  • Log cases in Microsoft CRM and create knowledge base articles for company's PartnerPortal.
  • Created and modified knowledge base articles to help keep team up to date.
  • Maintain the accuracy of existing Knowledge base articles and create new ones.
  • Update knowledge base and create auto tasks for Heat ticketing software.
  • Created reference material Knowledge Base articles for training and troubleshooting purposes.
  • Follow knowledge base's for any unknown troubleshooting issues.
  • Utilized & edited knowledge base for troubleshooting issues.
  • Prepared procedures and maintained knowledge base.
  • Update and add to technology knowledge base with new and existing information in a readable manner.
  • Provide T1/remote support and escalate if required Procedural documentation for knowledge base Process tickets through internal ticketing system.
  • Assisted callers with minor computer and technical issues Assigned major issues to appropriate department/service group Assisted in updating Service Desk Knowledge Base

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18 Knowledge Base Jobs

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24. OS

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Here's how OS is used in Services Desk Technician jobs:
  • Experienced handling and safeguarding confidential information where the effect of any disclosure would probably be negligible.
  • Resolve IT issues at the Roosevelt Operations Center or over the phone depending on the situation and required resolution.
  • Work closely with a team of tiers one through three to Respond to technical issues as they arise.
  • Applied basic and advanced diagnostic techniques to identify problems, investigate causes and recommend solutions.
  • Used Norton Ghost and Partition Magic to image from one hard drive to another.
  • Project manager for the deployments of Microsoft Office 2007, and Windows Vista.
  • Helped to reduce operation costs by implementing creative IT solutions for management.
  • Created, updated and closed tickets for each issue using Remedy.
  • Used Snapshot in Windows Explorer, to restore lost files.
  • Take calls and emails from hospital and clinics staff members.
  • Created, closed and updated problem tickets.
  • Provided support for Microsoft Office 2007 platforms.
  • Perform clerical jobs for admin purposes.
  • Performed diagnostics of system issues.
  • Solved issue related to Windows OS and MS Applications, Adobe, Citrix clients etc.
  • Monitored and worked with McAfee SaaS and Microsoft Exchange Online Protection( EOP)
  • Performed malware removal, computer maintenance, and OS installations.
  • Use Symantec Ghost to image computers.
  • Imaged computers with Symantec Ghost.
  • Volunteered for a position on the "Innovation Culture Change Team".

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11 OS Jobs

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25. LAN

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Here's how LAN is used in Services Desk Technician jobs:
  • Provide networking and technical support to field office technicians to ensure complete operation for the Maryland Lottery
  • Manipulated server load-balancing configuration software in order to improve application performance and session stability.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Install, configure, and support end-user operating systems, enterprise business applications, and miscellaneous software applications.
  • Assisted in planning and executing large scale operating system migrations, as well as data back-up solutions.
  • Assisted in network projects, switch and router configuration, LAN deployments and SolarWinds network device management.
  • Managed a SIPRNET Terminal equipped with TACLANE and safes and ensured all persons entering had proper clearances.
  • Support end-user computing platforms, mobile devices, peripherals, printing and miscellaneous hardware.
  • Plan, manage and control operational support for the Global Service Desk business segment.
  • Planned and Implemented an internal media streaming service to bridge communication gaps between offices.
  • Developed policies, procedures, course of action plans and guidelines for network operations.
  • Assist in the planning and implementation of system upgrades and tech refresh.
  • Service and Support for Microsoft Office and miscellanies software's.
  • Conducted audits on SAP systems and verified System Security Plans.
  • Develop, plan, implement and participate in cross-functional projects.
  • Support and troubleshoot PC/LAN/WAN hardware and software.
  • Use LANDesk to track and document user and computer administration, software installations, and peripheral maintenance.
  • Scheduled/planned multi city installs with crew and customers Ordered materials in timely manner to meet installation deadlines
  • Configured and troubleshot EIGRP, VLANs, DHCP and CUCM Device Pools, and Spanning Tree topologies as required.
  • Shadow Protect) Aided in planning, ordering and deploying various software packages for clients and in-house.

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5 LAN Jobs

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26. Trouble Tickets

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Here's how Trouble Tickets is used in Services Desk Technician jobs:
  • Create and Prioritize trouble tickets to system administrators using Remedy ticketing system.
  • Monitor trouble tickets and assist customers with second-level incident escalations.
  • Opened trouble tickets for all issues that could not be directly resolved and directed tickets to appropriate work centers for resolution.
  • Analyzed reported issues, generated detailed trouble tickets, and routed tickets to the appropriate technical staff members for resolution.
  • Open trouble tickets for all IT issues; maintain user account requests forms for creation e-mail accounts for all users.
  • Utilize Remedy ticketing system to create, track, update, and resolve trouble tickets.
  • Handle email escalations and work trouble tickets via the Remedy trouble ticketing system.
  • Used ticketing system to route trouble tickets to respective departments for resolution.
  • Provide troubleshooting on all PC/server problems, generating and monitoring trouble tickets.
  • Build trouble tickets and escalate more complex incidents to appropriate specialists.
  • Monitor and ensure all trouble tickets/privacy paperwork meets HIPPA guidelines.
  • Generate reports and trouble tickets for network security violation.
  • Create trouble tickets for issues using Magic ticketing system.
  • Manage Service Desk trouble tickets and implement SLA
  • Utilize Remedy to track trouble tickets.
  • Experienced with Computer Associates (CA) Unicenter ServicePlus & Remedy Software applications to record and track all trouble tickets interactions.
  • Respond to voicemails and WebMails, follow up with responses to message board posts, and create trouble tickets as necessary.
  • Escalated trouble tickets to appropriate department and tracked progress of tickets Performed basic PC maintenance, repair, and upgrades
  • Worked on the Kiewit Service desk answering and responding to calls, emails or trouble tickets.
  • Responded to voicemails and webmails, and created trouble tickets as necessary.

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27. Mac

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Here's how Mac is used in Services Desk Technician jobs:
  • Support Windows and Macintosh operating system.
  • Experienced supporting Microsoft Active Directory, administration, creation of user accounts (MAC) and Outlook account creation.
  • Imported RSA Soft Token on user s machines, to access Global Office Environment from a remote location.
  • Provide support via telephone; remotely manage and troubleshoot client machines located throughout various locations within the company.
  • Imaged new machines when a new machine needed to be set up and sent out.
  • Provide technical support for Pharmaceutical Representatives via, telephone, email, and fax.
  • Ensured Enterprise Vault software was installed on every user s machine after migration.
  • Install, configure and support Mac end-user equipment and software.
  • Imaged standard Windows and Mac operating systems to government standards.
  • Maintained oversight of machine and user accounts in Active Directory.
  • Installed computers, printers and other machines for employee use.
  • Designated Macintosh expert for the desktop support team.
  • Push software installs to machines.
  • Use PCAnywhere to remote into user's machine and troubleshoot all outlook, printer, and network issues.
  • Assisted PC and MAC clients remotely using Bomgar remote desktop support system.
  • Support provided for iMac and Hewlett Packard machines primarily.
  • Provided helpdesk support to a major pharmaceutical client via phone
  • Supported MAC and Apple iphones.
  • Manage the customer's emails through Office 365 Work performed on servers, VPN, PC and Mac, etc.
  • Assist users install citrix on personal Iphones, Ipads, and mac computers so they can access hospital applications.

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9 Mac Jobs

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28. PCS

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Here's how PCS is used in Services Desk Technician jobs:
  • Controlled users PCs with remote access tools and other diagnostic programs to resolve customer problems.
  • Provided remote diagnosis, repair and problem resolution for desktop PCs and laptops.
  • Installed, configured and troubleshot Windows Office Suites on desktop and laptop PCs.
  • Performed installations, modifications and repairs on PCs and peripheral devices.
  • Installed and configured remote access and VPN software on client PCs.
  • Perform biannual preventative maintenance on client PCs and printers.
  • Answered phones diagnosed and fixed PCs remotely using Go-To-Assist.
  • Installed applications on user PCs, documented support work.
  • Set up and installed PCs.
  • Image and deploy laptops, and PCs.
  • Created purchase orders for laptop/desktop PCs, docking stations, printers, peripherals, phones and Blackberry handhelds, etc.
  • Worked closely with engineers on the NIPRNet, making sure PCs comply with military regulations and performed quality checks.
  • Configured, installed and maintained Dell desktop PCs and laptops, HP printers and Canon and Toshiba multi-function copiers.
  • Create Ghost sessions for reimaging PCs, and utilizing scripts to join PCs to the domain.
  • Repair and build pcs that are sent to us that are no longer operational.
  • Planed and over saw PC Rollout of over 200 PCs.
  • Cloned PCs using Symantec Ghost and special hardware.
  • Build pcs for remote/local users.
  • Added printers to both PCs and RDPs.
  • Zoom / Global, Corporate-facing) Apple-based, PCs (Lenovo thinkpads).

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1 PCS Jobs

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29. Android

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Here's how Android is used in Services Desk Technician jobs:
  • Identify and troubleshoot various issues involving blackberry, android, and apple devices and managed these accounts using BES12.
  • Helped designed a company based APP for all iPhone and Android users.
  • Provide setup and instruction on Tablets (IOS & Android).
  • Configured Microsoft Exchange on mobile devices including Android and IOS.
  • Supported devices iPhone, Android, iPad, Surface.
  • Provided Blackberry, iPhone and Android phone support.
  • Support of Blackberry, iPhone and Android hand-held devices
  • Configure, troubleshoot, iPhone and Android devices.
  • Assisted in the configuration of mobile devices for use with Microsoft Exchange Active Sync (Android, iOS).
  • Create and maintained PBX/Audix accounts, including mobile devices; Blackberry, Apple, Android (cellphones/tablets).
  • Fixed problems on several platforms: Windows XP/Vista/7/8, Linux, OSX, iOS, and Android.
  • Support of various wireless technologies, including mobile, Blackberry, Android and Apple iOS devices.
  • Supported various operating systems such as Windows XP/7/8, iOS, Android, and Windows Phone.
  • Supported mobile devices including Android phones, tablets, and iOS devices.
  • Resolved email issues for Blackberry, Android, and iPhones.
  • Supported Exchange ActiveSync on iOS and Android devices.
  • Supported PC, laptop, smartphone (iPhone, Android, and Blackberry), VoIP phones, and tablets.
  • Excelled at OS X, iOS and Android support.
  • Secure iOS and Android with MDM using Airwatch.
  • Provide support in working with Android smartphones and tablets, iPhones, iPads, Windows Phones and tablets.

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3 Android Jobs

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30. IP

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low Demand
Here's how IP is used in Services Desk Technician jobs:
  • Inspected chemical and radiation detection equipment monthly to ensure maintained.
  • Updated equipment publication libraries and databases.
  • Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.
  • Supervised the Nuclear, Biological, and Chemical warehouse and controlled issue/receiving of NBCD equipment for entire battalion.
  • Controlled and sustained over $176,000 of COMSEC equipment and performed duties as a COMSEC Responsible Officer.
  • Pulled network data via NIPR & SIPR networks and troubleshot various on-the-fly technical anomalies.
  • Manipulate administrative software to create, modify or delete records within various systems.
  • Worked closely with System Admins on multiple upgrading and migration projects.
  • Responded to all requests for hands on assistant with equipment.
  • Provide Tier 1 troubleshooting for multiple government agencies.
  • Participated in various IT projects.
  • Assist with multiple platforms; Windows, UNIX, and Linux.
  • Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
  • Average of 70 closed work orders a week Image multiple PC's at a time using Microsoft Deployment Toolkit.
  • Assisted in publishing new scripts for technicians to follow to safeguard quality of service for Service Desk technicians.
  • Provided technical support for multiple 24/7 contracts using various ticketing systems (Remedy, Parature).
  • Walked users through importing soft tokens and creating new pins on there Blackberry and Iphones.
  • Responded to and contained multiple CMIs resulting in minimized damages.
  • Run Powershell scripts to maintain records and report on the system
  • Worked with Good Application in administering IPhones.

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6 IP Jobs

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31. Sharepoint

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low Demand
Here's how Sharepoint is used in Services Desk Technician jobs:
  • Participated in data entry project as a team to input the business customers'information in a centralized location on SharePoint system.-1-
  • Service desk lead on ERP systems, SharePoint, mobile devices, IP addressing, and custom web views.
  • Assist users with Windows Account issues, VPN, encryption, SharePoint, and Outlook/office training.
  • Populate a MS Access table with ODBC, which updated SharePoint tracked compliance metrics.
  • Create and maintained documentation, policies, and procedures, utilizing SharePoint.
  • Access management for Active Directory, SharePoint, and Exchange services.
  • Assist with internal SharePoint site for the entire company.
  • Processed SharePoint site access accounts for users.
  • Researched and provided updates to users that submitted requested hardware or software upgrade via Sharepoint or Information technology request forms electronically.
  • Create accounts across multiple domains and tailor access to various SharePoint and Extranet sites for external FCC users and contractors.
  • Created Excel documents for tracking of project goals and published data to Sharepoint for transparency with colleagues and management.
  • Set calendar view as the default view for events lists on windows SharePoint service web site.
  • Performed repair of hardware/software on laptops, web browsers, Email clients, Sharepoint and Avaya VPN phones.
  • Managed and updated a Sharepoint site detailing all of the Help Desk procedures.
  • Assisted users with Kiewit's Kiewit Portal SharePoint site.
  • Developed and implemented training curricula for all Helpdesk Staff Maintained SharePoint 2007 website in direct support of Helpdesk Operations.

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1 Sharepoint Jobs

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32. Sccm

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low Demand
Here's how Sccm is used in Services Desk Technician jobs:
  • Maintain and troubleshoot the Systems Management Server (SMS) 2003 and System Center Configuration Manager (SCCM) 2007 environments.
  • Install Windows OS and Office software critical security patches that was incorrectly pushed by SCCM server through RDP.
  • Used remote tools such as SCCM, Remote desktop, and DCO to assist users with break-fix issues.
  • Worked closely with the SCCM admin on package pushes and troubleshooting issue with the service itself.
  • Create update and deploy computer images using Norton Ghost, SCCM 2012 and Deploy Studio.
  • Base lined computers to comply with DOD regulations using Ghost cast Server and SCCM network.
  • Create and Deploy application and Windows software update packages using SCCM 2012.
  • Manage Enterprise assets though System Center Configuration Manager (SCCM).
  • Worked within Active Directory/SCCM creating all account creations for new users.
  • Assisted users with proper management of schedule SCCM push updates.
  • Create and maintain SCCM collections and software deployments.
  • Use SCCM, Dameware and RDC for remote tools Resolving Outlook issues, profiles, imaging new laptops, desktops.
  • Imaged over 400 Dell and Lenovo (IBM) laptops/desktops using SCCM and ensured the machines were HIPAA Compliant.
  • Manage all assets via Asset Management tool Use SCCM to manage software, scripts and image computers.
  • Utilized SCCM software to track incoming tickets to helpdesk and to track incoming and outgoing assets.
  • Deployed new desktops and laptops for a healthcare client in San Francisco using SCCM.
  • Use SCCM bootable thumb drive to image Desktops/Laptops and install programs.
  • Utilize SCCM and Altiris to push and install software.
  • Supported remote users via Active Directory, Altiris, VNC, SCCM, RDP, etc.
  • Image computers using Acronis and SCCM 9.

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1 Sccm Jobs

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33. Technical Assistance

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low Demand
Here's how Technical Assistance is used in Services Desk Technician jobs:
  • Provided exceptional technical assistance for end users.
  • Provide technical assistance to computer system users.
  • Responded to requests for technical assistance via phone, chat and email in a professional and courteous manner.
  • Provide technical assistance and step-by-step solutions to end-users, when required, to remedy computer related issues.
  • Provide technical assistance with the following server services: Microsoft Exchange, File Servers, Print Servers.
  • Respond to requests for technical assistance by phone, email and/or using a help desk management system.
  • Mentor other team members by answering questions and providing technical assistance and advice for any situation.
  • Provide technical assistance to users locally, across the globe and on the brand line ships.
  • Provided end-user support and technical assistance for a wide range of software applications and hardware.
  • Provided technical assistance via phone and email for Headquarters - Department of the Army employees.
  • Provide technical assistance over the phone during and beyond regular business hours.
  • Provide technical assistance to users experiencing trouble accessing and using the system.
  • Provided technical assistance via face-to-face and telephone for Office PC computers.
  • Provide technical assistance to customers with regards to laser printer products.
  • Respond to requests for technical assistance via telephone and email.
  • Provided technical assistance for more than 200 personnel.
  • Provided technical assistance for Army Material Command employees.
  • Provided technical assistance with hardware and software problems.
  • Maintained university owned computers Provided technical assistance to university faculty and staff
  • Provided remote technical assistance over the phone using the iServe ticketing system.

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1 Technical Assistance Jobs

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34. Voip

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low Demand
Here's how Voip is used in Services Desk Technician jobs:
  • Help users remotely, respond to alerts, monitor tickets in ticketing software, AD changes, VoIP changes
  • Provided implementation coordination, vendor management, and training for voice over IP project (VOIP).
  • Worked with non VOIP phones by troubleshooting and repairing any issues with the phones and phone lines.
  • Support, install, and configure both analog and VoIP phones (Cisco IP Phone 7965).
  • Ship then scheduled technicians to install BCM/VOIP Phone Systems, Phones, Cisco Switches, and Routers.
  • Activated and setup mobile devices (iPhone & Android), and VoIP phones.
  • Use of Interactive Intelligence software for VOIP configuration and support.
  • Performed configuration tasks for VPN and VoIP hardware.
  • Provided support for Windows machines and VoIP phones.
  • Perform system troubleshooting for VoIP and VPN issues.
  • Manage, troubleshoot VOIP devices.
  • Install KVM switch boards, PKI readers, VOIP phones, video cards, NIC's, and UPS systems.
  • Inventoried 100 plus voice over IP phones (VOIP) over 3 systems: NIPR, SIPR, JWICS.
  • Provided Tier II technical support to the customer LAN, WAN, VOIP, and FIOS networks.
  • Perform VOIP network configuration and VVC troubleshooting -Ability to troubleshoot and prove circuit related problems to Telco.
  • Experience in VOIP network Analyzed network for finding various network related issues.
  • Supported end user installs/diagnostics with Avaya VOIP Software and hardware.
  • Operate VoIP, VoSIP, ECVoIP, STE, DSN, DSN, and DMCC phones, and troubleshoot issues.
  • Fixed network telephones, cell phones, VoIP telephones Password resets Assisted customers having hardware, software and network issues
  • Monitored client environment including Citrix XenDesk 6 6.5, Unix, AIX and Cisco VOIP solutions.

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35. Suite

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low Demand
Here's how Suite is used in Services Desk Technician jobs:
  • Managed Video Teleconferences through Cisco TelePresence Management Suite.
  • Assisted in the configuration of Windows XP and Windows 7 and the Microsoft Office Suites versions 2003, 2007 and 2010.
  • Used and supported/performed troubleshooting for Microsoft Office 2007/2010 Suites with a large focus on Outlook, Word, and Excel.
  • Utilized the Remedy Information Technology Service Management Suite to track all service and trouble tickets involving support to end-users.
  • Develop graphics for corporate website, proposals, and various corporate collateral using the new online adobe suite.
  • Perform general installation of applications, 3D design software, security software and software suites.
  • Resolved technical issues with applications in Microsoft Office Suite / Adobe and other various applications.
  • Diagnosed software issues with VPN, Microsoft Office Suite, and software compatibility issues.
  • Update and install Microsoft Windows 7, Vista, XP, 2000, and Office Suite software.
  • Support end-users on Windows XP, Office suite, Network support, Active Directory, Hardware, and Epic through Citrix.
  • Developed an employee FAQ Knowledge Management Base by creating content and gatheringinformation from user manuals, Service Now and Microsoft Suite.
  • Planned, executed, and monitored up to 23 daily Video Teleconferences across sixteen suites in support of multi-national exercises.
  • Image & provision PC and Mac hardware using SCCM & JAMF Casper Suite solutions.
  • Provide 24x7 remote support through LANDesk Management Suite.
  • General support on Microsoft Office Suite programs Network connectivity (Wireless, LAN, Ping, Tracert, etc).
  • Close 8-15 tickets per day on issues that include VPN, Active Directory, MSOffice Suite, printer configurations.

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36. Lotus Notes

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low Demand
Here's how Lotus Notes is used in Services Desk Technician jobs:
  • Worked as part of a team migrating 1100 associates from Lotus Notes to hosted Exchange 2007 environment.
  • Developed method of preemptively detecting issues with Lotus Notes, resolving issues before effecting users.
  • Planned and implemented a migration from Exchange 5.5 to Lotus Notes for over 1000 clients.
  • Point of contact for more complex issues on Lotus Notes versions 6 and 8.
  • Support customer with MS Office, Windows, Lotus Notes and Federal proprietary applications.
  • Detailed knowledge and experience in provisioning accounts in both Active Directory and Lotus Notes.
  • Support a robust Microsoft based network running XP, Windows 7 and Lotus Notes.
  • Second level Lotus Notes support and high closure rates for Lotus Notes access issues.
  • Completed needed software patches for Adobe, Google, and IBM Lotus notes.
  • Supported a company-wide migration from Lotus Notes 6.5 to Microsoft Office Outlook 2007.
  • Installed, configured and troubleshot Outlook and Lotus Notes email clients.
  • Ordered new Lotus Notes id folder for users requesting access.
  • Installed and provided first level support for Lotus Notes.
  • Installed and troubleshot Lotus notes 5 and 6.
  • Supported and trained end users with Lotus Notes.
  • Supported Lotus Notes and Microsoft Outlook email client.
  • Help set up Users Lotus Notes.
  • Account administration for Active Directory, Lotus Notes, JD Edwards, Kronos, Enterprise One and Oracle.
  • Created websites and databases for Jagcnet using lotus notes.
  • Perform network troubleshooting for Novell and Lotus Notes.

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37. SLA

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low Demand
Here's how SLA is used in Services Desk Technician jobs:
  • Recognized for ability to achieve SLA's while driving down incident resolution time and improving customer satisfaction
  • Provide technical and administrative support services to the Department of Defense on the Rock Island Arsenal Installation.
  • Supported server team through monitoring, diagnosing and troubleshooting servers in accordance with SLA's.
  • Train team on new clients along with procedures and escalations based on SLA Agreements.
  • Work to meet Service Level Agreements (SLA's) in fast pace environments.
  • Worked to ensure that exceeded metrics expectations to meet SLA agreements.
  • Maintain 99% SLA with average customer satisfaction rate of 4/5.
  • Completed change tasks, tasks and incidents within SLA time.
  • Assist with keeping tickets on track and within SLA.
  • Managed tickets to meet SLA requirements.
  • Manage incidents according to SLA.
  • Close upwards to 30 tickets a day with 100% SLA while working with a team of six.
  • Meet the Service Level Agreements (SLA's).
  • Monitor HEAT ticket queues and insure that tickets are routed properly, and resolved in accordance with SLA's.
  • Assisted in Project Management Monitored ticket queue to ensure that department was meeting SLA of ticket turnaround times.
  • Understand Service Level Agreements (SLAs) and the impact they may have on work priorities.
  • Meet SLAs in a high volume call center environment.
  • Configured Alerts and SLA within Servicenow.
  • Handle customer support tickets using Altiris to keep track of tickets and meet SLAs.
  • Meet all Service Level Agreements SLA Assist with CMMI processes for Code 700 Support Helpdesk.

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38. RSA

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low Demand
Here's how RSA is used in Services Desk Technician jobs:
  • Document problems and conversations to create a log that can be referenced by other technicians and used for training purposes.
  • Assign and troubleshoot issues with RSA hard and soft tokens using RSA Desktop Software and the RSA Blackberry app.
  • Configured and managed user accounts on Cisco ASA's as well as RSA Token accounts for authentication purposes.
  • Provide administrative tasks in RSA Authentication Manager by adding, deleting and troubleshooting RSA tokens and accounts.
  • Managed BlackBerry Enterprise Server and performed application push for PDF reader and RSA token software.
  • Documented problems and conversation to create logs to be referenced by other techs in training.
  • Aided clients in connecting via VPN with using their RSA tokens and PIV cards.
  • Service Desk team lead oversaw two full-time technicians and ten part-time student workers.
  • Support employees on and off site using RSA Token VPN company laptop.
  • Administered RSA tokens used to access the network from remote location.
  • Assist team members and vendors with accessing the RSA VPN.
  • Set up RSA Hardware and Software tokens for VPN users.
  • Utilized Cisco Universal Work Space Admin and Enterprise Tools.
  • Administer RSA token accounts via RSA Authentication Manager.
  • Switched from RSA to Vasco.
  • Work with the Service Desk team to enroll employees into SAP and Documentum courses through Brainshark and SAP Virsa Access Enforcer.
  • Manage RSA token access, Veritas/Connected Backups, email alias, and telecom voicemail access.

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2 RSA Jobs

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39. Computer System

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low Demand
Here's how Computer System is used in Services Desk Technician jobs:
  • Communicated effectively with customers who may have a limited knowledge of computer systems operations and equipment.
  • Analyzed complex computer systems to assess vulnerability and risk.
  • Analyzed and evaluated all company assigned computer systems.
  • Installed, monitored, troubleshot, and upgraded on-site computer systems and networks for the College of Business.
  • Installed, maintained, repaired and upgraded computer system hardware, networks, operating software and application software.
  • Trouble Shoot RDP, Microsoft windows 7 issues, and VPN Connectivity for IBM and MAC Computer Systems.
  • Instructed end users to connect and setup dial-up modems, computer systems and associated peripheral equipment.
  • Provide hardware and software support for the NMCI computer systems, peripherals, and printing devices.
  • Entered and verified student data in the student information computer system (data entry).
  • Conducted maintenance, troubleshooting, and configuration of more than 400 computer systems center wide.
  • Perform basic troubleshooting, diagnosis and repair of computer systems, hardware and computer peripherals.
  • Identify and correct or advise, on operational issues in client computer systems.
  • Installed, re-imaged, and configured software applications to 100+ computer systems.
  • Verified that information in the computer system was up-to-date and accurate.
  • Supported the company's computer systems, hardware, and software.
  • Configure, maintain and repair computer systems.
  • Maintain daily performance of computer systems.
  • Work closely with the Network/Computer System Administrators following instructions and pre-established guidelines of the Information Technology Department.
  • Provide Service Desk Support 24/7/365 to all of NORAD Top Secret Computer systems Graduate USAF Computer Operations Technical School
  • Experienced in resolving issues with computer systems, peripherals, smartphones, remote resolution, networking and VPN.

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40. Level Support

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low Demand
Here's how Level Support is used in Services Desk Technician jobs:
  • Scheduled and provided first-level support for distance learning video conferences.
  • Provide second level support for Boeing Field technicians validating incident resolution and routing requests through the Boeing Remedy ticket system.
  • Provided second level support and mentoring for technicians during on boarding period and validated all consequent outgoing dispatches.
  • Serve as IT Service Desk Technician providing all level support for health care systems devices and infrastructure.
  • Provide first level support mainly by telephone and e-mail in a prompt and courteous manner.
  • Provide first level support for client with 5000+ users in the U.S. and Central America.
  • Provided first and second level support to the Adidas Group Regional Americas end users.
  • Provided first tier level support and troubleshooting to over 420 in-house and third-party applications.
  • Lead technician within service desk and often provide second level support for fellow technicians.
  • Provided first and second level support for faculty/staff (2000+ users).
  • Provided remote and on-site 2nd level support for hardware and software issues.
  • Followed up on incidents and requests sent to 2nd level support teams.
  • Provide second level support on issues escalated from the help desk.
  • Provided first-level support and remote monitoring for Maryland DMV kiosks.
  • Communicated and/or escalated to 2nd level support teams as needed.
  • Provide 2nd level support for 1100+ rue21 stores.
  • Escalate issues to second level support as needed.
  • Escalated tickets to 3rd level support after troubleshooting (Tech Ops, Telecom, Etc).
  • Worked with the DSI team 2nd level support at Humana Inc.
  • Provide Teir 1 and Teir 2 level support for all IT Issues, and requests.

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41. Information Technology

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low Demand
Here's how Information Technology is used in Services Desk Technician jobs:
  • General Dynamics Information Technology - Columbia, MD - Verify/modify customer mailbox permissions using Customer Management Portal via Microsoft 365.
  • Provide support for all Information Technology products/services.
  • Provide Information Technology support for Financial Crimes Enforcement Network (FinCEN) section of the Department of Treasury.
  • Implemented single point of contact role for all Information Technology needs from the business.
  • Provide first line response for users requiring assistance with information technology issues and problems.
  • Served as a member of the Information Technology (I.T.)
  • Provide first line support for any information technology issues and problems.
  • Ticket escalation to Tier II or Tier III Information Technology.
  • Provide Information Technology training to all new hires.
  • Managed change control process for Information Technology group.

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14 Information Technology Jobs

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42. Incident Management

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low Demand
Here's how Incident Management is used in Services Desk Technician jobs:
  • Managed tickets using Remedy Incident Management software; initiating, logging, updating incident responses and managing escalations when needed.
  • Escalate High Priority issues accordingly by collaborating with Administrators, Engineers, Incident Management and Service Delivery Managers.
  • Served as ITSM after-hours incident manager and maintained responsibility for ensuring proper incident management procedures were followed.
  • Take overall responsibility for incident management and request fulfillment on the Service Desk.
  • Call detail documentation and logging using the ServiceNow Incident Management system.
  • Document incident/request specifics in the Incident Management System.
  • Work directly with IT Operations to coordinate Incident Management, Problem Management, and Change Management.
  • Document incident details & resolutions into Service Desk incident management system (BMC Remedy).
  • Service Desk * Customer Service and Incident Management, Problem research and documentation.
  • Tracked fixes and tasks with Remedy Incident Management software, e.g.
  • Utilize Remedy Incident Management System to track trouble tickets.
  • Level three incident management and support.
  • Complete remote sanitization cleanups as assigned by the Sandia Security Incident Management Program (SIMP) team.

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12 Incident Management Jobs

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43. Itil

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low Demand
Here's how Itil is used in Services Desk Technician jobs:
  • Participate in technical and business-related projects and demonstrate the ability to follow standard ITIL processes.
  • Adapted to dynamic industry and rapid changes in information technology using ITIL methodologies.
  • Trained the Service Desk Technician and Engineers to follow the best practices in Service Desk such as ITIL V2 and V3.
  • Follow industry standard IT protocol in all technologies to effectively limit unplanned work per the Visible Ops ITIL.
  • Implement process and procedures using the ITIL guidelines to provide the highest level of customer service.
  • Contracted to the Federal Reserve Bank of Minneapolis, on an ITILv3 structured National Service Desk.
  • Work in a NOSC environment in which everything is run with a ITIL foundation.
  • Utilized ITIL v.3 processes, providing standardized method for users to request support.
  • Process innovator for the entire ITIL framework through troubleshooting and internal networking.
  • Apply and/or enforce ITIL, change management processes and risk management processes.
  • Help desk position in an ITIL environment supporting almost thirty bases.
  • Implemented the Service Desk Improvement Project using ITIL methodologies.
  • Utilize ITIL Training when speaking with customers
  • Obtained experience with ITIL fundamentals.
  • Obtained 93% score from ITIL auditors.
  • Follow workplace functions set in place by the Information Technology Infrastructure Library (ITIL) practices for IT management.
  • Monitor and respond to tickets logged into Helpdesk ITIL system or called into support line for final resolution.
  • Adhered to strict SOX mandates & performed weekly internal audits to assure compliance * Received ITIL Foundations Certification
  • Utilized IT service management, ITIL based software to log tickets.
  • Follow ITIL processes in regards to Incident Management, Problem Management, Event Management, Access Management and fulfilling request.

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44. Vmware

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low Demand
Here's how Vmware is used in Services Desk Technician jobs:
  • Created and hosted virtual servers and workstations using VmWare per customer needs.
  • Perform software testing on multiple operating systems using VMware and on Service Desk systems before campus wide deployment.
  • Implemented and managed a VMware 3.5 cluster consisting of four hosts and 48 guest servers.
  • Worked actively as a server administrator in a VMWare environment via Microsoft Exchange Server.
  • Have experience in creating virtual machines using VMWare technologies.
  • Provide assistance and support with Virtual Machine & Remote Desktop devices using VMware vSphere Client, and Remote Desktop protocols.
  • Used Remedy ticketing systems, Salesforce, and HP Service Manager to track and resolve tickets in a VMware environment.
  • Used Github to pull versions of Trader System onto production servers (2003 Server) and VMware test systems.
  • Manage virtual desktops via VMware vSphere and/or Horizon View.
  • Monitored bare-metal VMWare hosts via Nagios.
  • Experience using Citrix, VMware and Microsoft Virtualization for troubleshooting.

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45. Computer Issues

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low Demand
Here's how Computer Issues is used in Services Desk Technician jobs:
  • Worked with students in their dorm rooms as well for a week assisting them more on site with their computer issues.
  • Use innovative problem solving skills to resolve unusual computer issues and document resolutions for knowledge base expansion and information sharing.
  • Assisted employees of the City of Tulsa with the resolution of technical issues including password resets and basic computer issues.
  • Diagnose and repair computer issues by listening to the problem or using Remote Desktop to view user's computer.
  • Worked with Local IT support in supporting the products remotely and working with them on solutions to Computer issues.
  • Assisted United States Navy and Marine soldiers troubleshoot everyday computer issues in a quick and efficient manner.
  • Diagnosed and repaired computer issues for callers (Lowe's employees) via remote assistance.
  • Served as 2nd Level On-call escalation for all local & remote computer issues.
  • Create incident tickets and redirect different computer issues to various IT teams.
  • Skilled in tactfully handling upset users dealing with frustrating computer issues.
  • Called customers on a daily basis to resolve computer issues.
  • Resolve computer issues by phone, e-mail or chat.
  • Preformed hardware installs and swaps to fix computer issues.
  • Created knowledge articles to resolve computer issues.
  • Assisted users with common computer issues.
  • Provide exceptional customer service to users and effectively resolve customer's computer issues.
  • Support fourteen clients in regards to various network and computer issues ranging from banking institutes to energy based corporations.
  • Provided customer support for Kiewit employees to resolve any computer issues they may have had.
  • Assessed, documented, communicated, and resolved computer issues in a timely manner.
  • Worked with doctors and fellow hospital employees, helping with removing old computers,updating software,helping with any computer issues

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46. Technical Problems

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low Demand
Here's how Technical Problems is used in Services Desk Technician jobs:
  • Improved efficiency of Help Desk by creating detailed step-by-step documents to resolve recurring technical problems.
  • Interfaced with school and administrative personnel and departments to resolved technical problems.
  • Charged to research and identify technical problems and opportunities within the institution.
  • Provided technical support to users for computer-related technical problems.
  • Assisted customers in resolving technical problems.
  • Provide support to technical problems and IT issues involving desktop, laptop or network services from local personnel using remote access.
  • Communicated with JTDI customers frequently by phone and email to resolve technical problems on the JTDI website and mid-tier servers.
  • Provided telephone support by assisting end users with requests by researching, documenting, escalating, and resolving technical problems.
  • Answered telephone and email inquiries, entered and resolved tickets for technical problems, escalating tickets when necessary.
  • Resolved or referred more complex technical problems into a call center tracking system for next level resolution.
  • Work with client vendor support contracts to resolve technical problems with computer workstation and software applications.
  • Handle technical problems via the telephone and resolves first line customer issues.
  • Resolve technical problems with LAN, WAN, and other systems.
  • Diagnose and resolve technical issues to end-users with technical problems.
  • Identified, researched, and resolved technical problems.
  • Worked with vendor support contacts to resolve technical problems with desktop computing equipment, software, and peripherals.
  • Assisted staff by solving various technical problems that arouse during a companywide software upgrade.

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11 Technical Problems Jobs

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47. Bomgar

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low Demand
Here's how Bomgar is used in Services Desk Technician jobs:
  • Provided support through remote tools to include RDP and BOMGAR
  • Provided Remote Desktop Support for over 20,000 users from the Armed Forces using Bomgar, Dame ware, and SMS.
  • Perform hands-on fixes at desktop level with installing and upgrading software via secure remote support software Bomgar.
  • Diagnosed Computer problems over the telephone or by using Bomgar and SCCM software to remote into computers.
  • Use of multiple remote services to complete different tasks to include Dameware and BOMGAR.
  • Trained in Hewlett Packard Service Manager and Bomgar Support.
  • Use remote client (Bomgar) to fix minor PC issues.
  • Used Bomgard to remote into pc's to configure, install and resolve software issue.
  • Utilize Bomgar, SCCM2012 and Lync 2010 for Remote Access.

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48. Console

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low Demand
Here's how Console is used in Services Desk Technician jobs:
  • Distributed software, and managed environment with Microsoft configuration Manager Console.
  • Trouble shooting and incident response for client base including Service Desk, Desktop, and Infrastructure support using OnTime management console.
  • Use of Microsoft Remote Assistance, Remote Desktop, Configuration Manager Console (SMSADMIN), WebEx to help users remotely.
  • Supported remote users by managing their key fob using the RSA Security Console as well as their remote sessions.
  • Use Orion (NPM) to monitor all real time network performance and traffic flow via the Web console.
  • Created new user accounts in Active Directory including setting up Exchange account mailboxes in the Exchange Management Console.
  • Remedy Ticketing System and the Incident Management Console were used for logging and tracking each individual service request.
  • Created, maintained and deleted new user accounts in Active Directory, Provisioning Console, Track-It.
  • Installed licensed and non-licensed software through the IBM Endpoint Manager Console and manually when needed.
  • Google Administration Console - This was Google's Administration Console to their email and applications.
  • Flashed and managed HP thin clients through the HP management console.
  • Create network email accounts using the Exchange Management Console.
  • Monitor IBM mainframe console and resolve error conditions.
  • Monitor LANSweeper reporting and administration console for alerts in the workstation and server environment.
  • Used the console provided by Vipre to monitor end user systems and servers alike.
  • Create support tickets via Altiris Console.
  • Enrolled and administered Apple mobile devices using the Airwatch Management Console which allowed email access on user's iPhones.
  • Manage software deployment using Altiris Deployment Console to both physical and Virtual Desktop Infrastructure (VDI) machines.
  • Use Citrix Management Console to manage users Citrix sessions and troubleshoot applications, hardware and connectivity.
  • Change,reset, and enable passwords in active directory and Console, Novell issues.

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49. Problem Resolution

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low Demand
Here's how Problem Resolution is used in Services Desk Technician jobs:
  • Recommended liaison between network operations center and field supervisors to improve efficiency and accuracy of problem resolution.
  • Consulted with management, vendors, and technicians concerning the enterprise infrastructure operations and problem resolutions.
  • Set standards operating procedures for routine operations and problem resolution across platforms.
  • Determined cause and facilitated problem resolution on outstanding or escalated issues.
  • Maintained interpersonal communication, problem resolution and conflict management skills.
  • Provided one-on-one end-user problem resolution remotely over the phone.
  • Provided thorough support and problem resolution for customers.
  • Assisted in the coordination of status tracking and problem resolution of trouble tickets between LMFS Operations and the LMFS technical team.
  • Provide first-level problem resolution over the telephone with users through issuing a series of steps to determine problem.
  • Reviewed assigned or initiated tickets for adequacy in problem description, detailed case notes and problem resolution fields.
  • Provide first-level contact and problem resolution for all users with hardware, software and application issues.
  • Served as first line SME for end-user questions and problem resolution with new phone system.
  • Provided 1st level IT problem resolution in a centralized call center supporting Harris employees worldwide.
  • Provided technical support and problem resolution for the Naval Undersea Warfare Center (NUWC).
  • Provide one-on-one end-user problem resolution over the phone and in person.
  • Track statistics on issue and problem resolution.
  • Key Contributions: * Enhanced problem resolution by analyzing procedure and resolution steps for accuracy.
  • Provide overall analytical, technical, and administrative support, in administering problem resolution.

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50. Ticket System

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low Demand
Here's how Ticket System is used in Services Desk Technician jobs:
  • Documented issues utilizing trouble ticket system.
  • Function as part of a technical call center; capturing user issues in a ticket system and work to resolve issues.3.
  • Provided in-person, over the phone, and ticket system support to 4000 NSAG customers transitioning to a new building.
  • Ticket system maintenance including auditing of incorrect or incomplete tickets and appropriate escalation to Tier 3 or management when needed.
  • Answer telephonic calls and utilizing the NMCI trouble ticket system to track technical and user related issues.
  • Addressed security issues as identified, and maintained the appropriate information in the automated trouble ticket system.
  • Provided detailed descriptions of issues in ticket system and followed up diligently to ensure swift resolutions.
  • Utilize a ticket system to keep track of reported issues or document work which was completed.
  • Identified, assessed, and documented the issues in FootPrints and Remedy ticket systems.
  • Created, tracked and documented work performed through Service Now help desk ticket systems.
  • Answer phone calls and enter in user problem and resolution in ticket system.
  • Maintained and monitored the Remedy Ticket System.
  • Assist the DHSS OSC in generating and distributing weekly, monthly, and ad-hoc reports from the Remedy ticket systems.
  • Recorded customers information and issues in the Service Now ticket system.

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Services Desk Technician Jobs

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20 Most Common Skills For A Services Desk Technician

Computer Hardware

11.8%

Technical Support

9.2%

Active Directory

9.2%

Service Desk

8.0%

Troubleshoot

6.1%

Desktop

6.0%

Network Printers

5.6%

Email Accounts

5.2%

Phone Calls

4.8%

Hardware Issues

4.3%

VPN

4.3%

Windows XP

3.6%

Laptops

3.4%

Remote Access

3.4%

Password Resets

3.0%

Citrix

2.8%

User Accounts

2.5%

Setup

2.3%

Desk Support

2.3%

Customer Service

2.1%
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Typical Skill-Sets Required For A Services Desk Technician

Rank Skill
1 Computer Hardware 9.0%
2 Technical Support 7.0%
3 Active Directory 7.0%
4 Service Desk 6.1%
5 Troubleshoot 4.7%
6 Desktop 4.6%
7 Network Printers 4.2%
8 Email Accounts 4.0%
9 Phone Calls 3.7%
10 Hardware Issues 3.3%
11 VPN 3.2%
12 Windows XP 2.8%
13 Laptops 2.6%
14 Remote Access 2.6%
15 Password Resets 2.3%
16 Citrix 2.2%
17 User Accounts 1.9%
18 Setup 1.7%
19 Desk Support 1.7%
20 Customer Service 1.6%
21 End User 1.6%
22 Internet 1.3%
23 Knowledge Base 1.2%
24 OS 1.2%
25 LAN 1.0%
26 Trouble Tickets 1.0%
27 Mac 0.9%
28 PCS 0.9%
29 Android 0.9%
30 IP 0.8%
31 Sharepoint 0.8%
32 Sccm 0.8%
33 Technical Assistance 0.8%
34 Voip 0.8%
35 Suite 0.8%
36 Lotus Notes 0.8%
37 SLA 0.7%
38 RSA 0.7%
39 Computer System 0.7%
40 Level Support 0.7%
41 Information Technology 0.6%
42 Incident Management 0.6%
43 Itil 0.6%
44 Vmware 0.6%
45 Computer Issues 0.6%
46 Technical Problems 0.6%
47 Bomgar 0.6%
48 Console 0.6%
49 Problem Resolution 0.5%
50 Ticket System 0.5%
{[{skill.rank}]} {[{skill.name}]} {[{skill.percentageDisplay}]}%
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