Built and maintained computers by installing and updating software, upgrading and replacing hardware for office and clients, Processed and managed new orders with vendors from signing of service order to installation of new service at client locations, Assisted System Administrator by going to client sites to troubleshoot network and broadband issues, setup VoIP systems, Increased company website traffic more than 60% in the last 6 months by using social media(Facebook/Twitter). Interacting with multiple mail environments (Gmail, Exchange, and Lotus Notes). We are looking for most valuable player – ATM Services, Bank Teamwork and overall increase in ATM availability plans/steps/actions/quality of tickets every day, Remaining engaged for your entire shift answering phones, updating service tickets, producing reports, and lending your talents with the installs, upgrades and closings. Resolved issues with UCMC proprietary applications and network logins and access for doctors, nurses, administration personnel and support staff. Home. MUST have a good attitude, ) Experience with Windows 7, MS Office, Client browsing applications (such as Internet Explorer, Chrome and Firefox), Mobile device, POS, and MAC/Apple experience is a huge plus. ), Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc. Participates in after hours on call coverage. Help Desk Analyst with certifications in Microsoft and Cisco seeks to bring his 8-year experience managing tech support issues onboard First Contact IT Services. Resume; Help Desk Resume; Help Desk Analyst Resume; Help desk analysts are the customer support personnel whose role is to solve technical issues end users are facing. Consistently gives good turnover reports and takes the time necessary to ensure oncoming shift is given up to date information on all problem tickets within ATM Services channel, Recognizing others in need of help and support for a time / task. (is it everything you can't print, just word, just pdf? ), Familiarity with McAfee Security Software (ePO, AV, McAfee Full Disk Encryption, etc. Support included answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Maintaining the phone matrix, We expect no negative comments about the overall Bank, our department or other employees. Communicate current outage/critical incident status to callers and, if new information/symptoms reported, communicate to the tactical response unit to update team on technical bridge. Assisting employees with technical problems related to software issues and general questions, Worked with clients in a Windows 7 environment using Active directory, Supported applications such as Microsoft Lync, Outlook 2010, Citrix, Rumba, Avaya, ICOMS, Coordinated with Tier 2 support for more technically oriented problems to ensure a prompt resolution, Documented all technical issues using the Service Desk ticketing system, Utilized Symantec VIP manager to authorize and verify users connecting remotely using Cisco AnyConnect, Supported users in Windows XP/7/Vista and Mac Os operating systems, Trained company staff and newly hired employees on effective troubleshooting procedures, Ensured company service level agreements were met by providing prompt response times to incoming email interactions and managing high call volumes, Interacted promptly by phone, email, and Microsoft Lync with on call desk side support teams, engineers, and Tier 3 groups for escalated matters, Lead Hiring Manager; reviewed applications with a team, contacted and schedule interviews with team, conducted interviews with team for Helpdesk Analyst position, Reset passwords, enable accounts, add and remove users from groups, accounts, software (via App-V) in Active Directory, Work independently on weekends providing sole support for all technical issues, Performed minor configurations for systems access, Quickly access the caller's issue for prompt resolution, Assisted with various password resets; network, AS400 systems, Instructed how to modify passwords with correct specifications, Directed user to gain access to Outlook 2013, Web Mail, IPhone 5s and IPad, Communicated effectively for callers needing quick and proper resolution, Efficient use of ticketing system on current Remedy web client. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, and Active Directory, Provide support and resolve IT issues for our COG Head Office, Stores and Distribution Centre’s globally, Work with 2nd and 3rd level IT technicians as team to deliver seamless resolution to customer queries on all services and incidents, Log all escalated incidents and ensure timely follow up to resolve issues within required timeframes, Effective call management techniques to provide call coverage and reduce call wait times, Minimum 2 years of experience working with desktop and server operating systems, including Windows XP required, Minimum 2 years of application support experience required with Microsoft applications including Office and Outlook, AA degree or equivalent trade school certification preferred, Working knowledge and understanding of operating systems, applications and products utilized by the bank, Understanding of the data processing environment and the impact to business functions when systems and/or applications are unavailable, Strong knowledge and proficiency in PC software such as spreadsheets, word processing and graphics packages, Ability to work autonomously and be a self-starter, Strong planning, organizational, interpersonal, and verbal and written communication skills, Represents basic qualifications for the position. Prepares and distributes daily, weekly, or monthly reports to applicable teams/users as requested by management, Serves as a mentor to the Tech I staff. Limiting the amount of personnel calls and / or cell calls. Encourage pride in your co-workers work and attitudes while in ATM Support, Escalate all ATM outages as per the “ATM Escalation Matrix”, For lost communication outages analyze any patterns and attempt to identify lowest common denominator (power, circuit, topology) of the failure, then escalate appropriately, Escalate all ATMs down longer than 8 hours to ATM Support Manager. ), Strong pro-active task management and follow-up skills, Contribute to the delivery of support services to meet business service levels by the effective logging, recording, analysis and management through to resolution of Incidents, service requests, and IT hardware and software procurement requests, Contribute to the effective management of change by accurately receiving, logging and coordinating the day to day delivery of changes in line with current change processes and procedures, Ensure high levels of customer satisfaction and customer service by the effective management of support calls. Achieved performance awards by using analytical skills to obtain key information, aiming to resolve issues on first call basis. Home: 000-000-0000 | Cell: (555) 987-1234. firstname.lastname@example.org ), At least 2 - 6 years of help desk and/or database entry experience, Excellent analytical skills, attention to details, and a high level of initiative, Basic understanding of financial statements preferred, Knowledge of MS Office (specifically Access, Excel, and Outlook), Outstanding client service skills, and written and verbal communication skills are required, Ability to obtain US security clearance (US Citizen), Resolve customer, PACER application, and technical problems, Analyze, isolate, and resolve technical Case Management/Electronic Case Filing (CM/ECF) issues for attorneys filing new documents, Log incoming calls into the call logging system under the appropriate category, Notify senior staff of errors in the CM/ECF and PACER applications, Prepare daily balancing report on payments received, Able to work and interact with others in a team environment, Minimum of 9 years of experience, 6 in either a call center environment or position involving significant call volume, Operation of call centers, help desk resolution centers and dealing with commonly deployed IT products, Uses of automated problem reporting and tracking systems, Analyzing computer systems, networks and mainframe problems, Business communications and personnel relations, Effectively communicate in writing and/or orally with customers, technicians and vendors describing in detail what a user needs to do to resolve a problem, Conduct independent research when necessary, Two years’ experience in a high volume IT help desk environment, Advanced experience (3-5 years) in a fast paced IT Call Center/ Help Desk/ Operations environment with CRM systems, Advanced operation of personal computers including software installation and configuration, IT Healthcare systems and applications experience preferred, Experience with Windows operating system and other application troubleshooting, Ability to communicate effectively with all levels of hospital team members, Strong communication and interpersonal skills; problem solving ability, customer service orientation, ability to manage multiple priorities and follow defined project methodology to meet goals, Excellent communication skills in person and on the telephone, Ability and availability to work varied shifts if required, including nights, weekends, and holiday shift, Ability to work with minimal supervision, work independently, and within a team environment, Provide friendly and helpful customer service, as first line of contact into the Digital Solutions team, Maintain accurate records of resolving and closing tickets, Responsible for pushing Teamsite editions to production; coordinate non-Teamsite production deployments, Responsible for pulling website copy decks, for LMR (Legal, Medical & Regulatory) submission, Assist other team members, with ad-hoc requests, as needed, Basic understanding of health care business practices with fundamental understanding of project management methodology, The ability to become proficient in IT systems and leverage available information systems to provide value added analysis, Demonstrated interpersonal and communication skills including an ability to interact with and establish good working relationships with diverse individuals, Project coordination with the ability to be proactive and identify creative, effective technical solutions, Self-leadership demonstrated by initiative and positive approach to tasks, decision-making and problem-solving skills with a willingness and aptitude to learn new technology, Teamwork skills based on willingness and ability to work in a global and diverse business environment and to interact with others in various functions, businesses and levels, Monitor the AWRDS help desk kiosk for new issues, Review and evaluate issues routing them to the correct department for resolution, Clarify issue by directly communicating with Tier I site support, Assign tickets and ensure tickets are addressed in a timely manner, Test and duplicate the AWRDS issues described, Determine if issue is resulting from improper operating procedures or is a potential problem within the software, Advise ticket submitter of correct operating procedures, if applicable, or if ticket will result in an SCR or defect, When requested provide details and answer questions of developers, analyst, and/or testers, Compile statistical reports on help desk activity as required, Maintain Help Desk Knowledge Base with relevant information about correct processes and workarounds for known issues, Previous experience in U.S. Army logistics and/or with AWRDS/Maintenance Workbench, LMP, GCSS-Army, SAMS-1, SAMS-2, SAMS-I/TDA a plus, Critical thinking and excellent diagnostic ability, Proficiency with Microsoft Office (Word, Power Point, Excel, and Access), Ability to learn and be familiar with formal procedures through all stages of the Systems Development Life Cycle (SDLC), Basic knowledge of database structure a plus, Basic knowledge of performing audits against database to determine potential issues a plus, Manage daily activities and procedures of the help desk, Serve as backup to the Sr. Director, I/T Operations for help desk related activities, Respond to users’ requests for information and assists in problem resolution, Maintain contact with users on operational and production problems, Produce and analyze routine production reports, Check quality and distributes reports requested by users for on-site and remote users, Assist in coordinating the resolution of application/software systems problems that impact production, Assist systems and programming personnel, as requested, Assist in resolving technical computer operations equipment problems, Log documents and maintain history records on information technology production problems, Initiate corrective action and carry out instructions to resolve system problems on production jobs, Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion, Develop and maintain service level agreements with user departments and enterprise business units, Good communication skills, both written and verbal, Decision-making and problem solving skills, Two to three years of experience in operations/technology project management activities, Experience in Business Continuity Planning, Vendor Management, Project Management and payroll support is very helpful, Experience in bank systems HOGEN, CACS, RMS, ALS and AFS also helpful, General knowledge of policies, plans, procedures, products and regulatory requirements for assigned business unit, Ability to conduct an analysis of a business need, including scheduling meetings, planning agendas and conferring with business line leaders, Thorough understanding of project management and testing methodology and procedures, Ability to work as part of a project team, Excellent verbal and written presentation and communication skills, Excellent computer skills, especially Microsoft Office applications, Monitors the Help Desk queue, and ensures tickets are resolved before the exceeded target completion date/time, or to the customers satisfaction, Responds to telephone calls and emails requesting assistance, Tracks and monitors all issues to insure a timely resolution, Installs and configures PCs, laptops, printers, fax machines, and other equipment as assigned, Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, software, and peripherals, Documents, maintains, upgrades or replaces hardware and software systems, Supports and maintains user account information including security rights and systems groups, Works with all levels of Information Systems staff to help identify problem solutions and documentation, High school diploma or general education degree (GED), Two or more years of technical customer service support and tracking, Two or more years with desktop setup, configuration and support, Two or more years with Windows Operating and Microsoft Office Systems, Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment that operates 24x7x365, Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed In addition, providing feedback on technical documentation for publication in Knowledge Base, Follow all escalation procedures according to service level agreement, Use remote control tool to assist end users when needed, Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function, Anticipate customer needs and proactively identifies solutions, Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone. Contract position at University of Chicago Medical Center (UCMC) supporting expansion of Epic electronic records management software, as well as level 1 helpdesk phone-based support. Excellent writing skills and ability to communicate effectively, Five (5) years of experience supporting computer networks, telephones, and VTCs, Must have recent operational experience with developing and executing strategic guidance, CompTIA A+; Network+ or Security + certification required, Provides technology product support on issue resolution process of analysis, prioritization, tracking and escalation, Work with internal groups and technology partners to analyze, prioritize, and resolve product issues, Research and resolve escalated issues for online, products and general technology utilized in our AMEX travel programs, Interface with clients, CGM’s and all AMEX technology groups that support products and online services for client programs, Generates creative ideas to ensure products are used effectively, Gathers and shares best practices across clients and segments, Uses analytical and creative approach to condense large amounts of information into a clear, concise, effective format, Drives results by operating with a sense of urgency, employing effective time management to deliver results within deadlines, Provides overall Technology Client Program support to the Client General Manager, Thorough knowledge of the Business Travel Industry, Existing understanding of Online, Ticket Trax, Pre Trip Auditor, Correx, Quick Exchange, Track Point and other similar Travel Technology is HIGHLY desirable, Strong PowerPoint skills with high proficiency in Excel, Word, & Lotus Notes databases, Ability to work under pressure and maintain flexibility, Good understanding of travel related data, Ability to analyze & assess raw data to draw meaningful conclusions, Interaction and communication with diverse working styles, ability to build and leverage strong working relationships, Strong Project Management and organizational skills, Ability to prioritize and manage competing demands to meet deadlines, Adaptation to change and new direction on short notice, Ability to identify issues or challenges requiring escalation, Ability to balance compliance with company initiatives, Ability to work under tight timelines and pressure of client driven deliverables / demands, Assess nature of problem and may resolve simple and basic support issues, For more complex issues, directs appropriate technical customer support center specialist, Enter requests into Help Desk ticketing system, High school or equivalent, Bachelors Degree in Computer Science preferred, MS outlook, Office and MS O365 knowledge a plus, Utilizes available resources, provides first-level problem determination and resolution on all problems received via telephone calls, e-mail and facsimile, Records all problems reported in the Problem Management system, Identifies/resolves basic problems and inquiries to ensure user productivity, Escalates unresolved problems to the appropriate staff, Performs regular follow-up according to procedures, and confirms resolution with user prior to closing the problem reports, Maintains current knowledge of all products and services supported in order to provide agreed upon service levels to customers, Attends training sessions, and identifies training needs, Independently maintains an in-depth education and working knowledge of all aspects relevant and necessary to supporting department goals in providing superior service and resolving issues, Keeps abreast of network status, security threats such as viruses, follows risk management guidelines and procedures, assists users in problem resolution, and recommends corrective actions, Participates in team projects, understands Help Desk’s Service Level Agreements and works towards its achievement, Periodically reviews on-line procedures and assists with their maintenance, Educates users on systems and processes and acts as an IT consultant, Follows assigned tasks through to completion with minimal to no supervision and is accountable to user and department, 1 - 2 years of work experience in similar environment, Possess good analytical and problem solving skills, Knowledge in the use of personal computers and Microsoft applications, Demonstrated proficient phone etiquette and effective writing and interpersonal communication skills, Required ability to be available for 24 hours per day, 7 days per week on-call support, Must be available to work non-prime shifts and on weekends/holidays, May require sitting for periods of 4 hours at a time, Troubleshoot and, time permitting, work to resolve problems during the customer’s first call, Bachelor's Degree in Computer Science, MIS or Telecommunications, Minimum of 2 years helpdesk experience, delivering the highest-level customer-oriented service, Language: French Canadian highly preferred, Ability to work with all levels of corporate personnel telephonically, and to convey a professional, courteous, and helpful identity, Familiarity with a computer-based helpdesk software system Technical-level experience, and operational knowledge of, a diverse set of data center infrastructure and desktop computer components, including AS/400’s, Windows-based servers, desktops and laptops, cabling systems, and communications equipment, Computer proficiency in ITIL, Cisco, Microsoft Office Programs, Numara FootPrints and Crystal Reports, Provide initial support for customer inquiries received via the telephone and/or internet Assess nature of problem and may resolve simple and basic support issues, Complete requests such as new account(s), terminations, etc, Participates in executing service delivery and supports management in accordance with standardized policies, procedures and processes across programs and operational units May be involved in high impact outage communication process, High school or equivalent, Bachelor’s Degree in Computer Science preferred, Ticketing systems and printer support capabilities, Strong MS outlook/Office and MS O365 knowledge required, Research, resolve, and respond to end user inquiries via phone, email and ticketing system (ServiceNow), Accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources, Maintain a predefined call closure rate on incidents entered into ticketing system, Create, update, and manage end user accounts, Follow up on all outstanding calls and open ticket items to ensure timely resolution and customer satisfaction, Handle additional customer support related duties, as needed, 2+ years’ experience in a help desk support environment required, Experience troubleshooting tickets and knowledge of automatic call distributor (ACD) a plus, Understanding of servers, virtual drives, and directory structures, Ability to work well with minimum supervision and proactively follow up on outstanding issues/tickets, Strong interpersonal, written, and verbal communication skills, with the ability to effectively communicate with individuals at all levels within the organization, Knowledge of Microsoft Office programs including Word, Outlook, and Excel, Ability to work well under pressure in a fast-paced and deadline-oriented environment, Demonstrated commitment to providing world class customer service, 1 -2 years experience working with Microsoft products including Windows 7, 8 and 10, Office and Outlook, Basic understanding of computer PC networking, standard browsers troubleshooting (Internet Explorer 9 and up, Chrome), Ability to write routine updates and correspondence, Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals, Ability to respond effectively to the most sensitive inquiries or complaints, Basic math skills. To be considered for this position you must at least meet the basic qualifications, Primary responsibility is user support and customer service. ), Answers all support calls and emails directed to the internal Help Desk relating to but not limited to bank software, hardware, operating procedures and security access, Documents all calls and emails into call tracking system, Analyzes caller’s issue to determine response and whether to escalate calls within stated guidelines; tracks the issue until it is resolved, Utilize and research knowledge base documentation and software tools to provide information, advice or instruction in response to end user inquiries, Resolves first level issues and compose new problem resolution, Teaches end users how to resolve problems verbally and via remote control, Prioritize various requests from callers to second and third level support, Appraises management of possible impact on customer service and bank reputation when service is interrupted, Probes caller for in depth analysis of contributing factors and/or events that caused end result and documents data gathered, Performs system administration for various system applications including but not limited to active directory, email, Desktop, Credisphere, Prosperity Index, INTOUCH and telephones, Maintains knowledge in areas including but not limited to overdraft protection, Reg E, Bank Secrecy Act (BSA), Reg CC, Fair Credit Reporting Act (FCRA), privacy-Gramm-Leach Bliley Act (GLBA) and NPPI regulations, identity theft red flags, and Unfair, Deceptive or Abusive Acts or Practices(UDAAP), financial elder abuse, and Office of Foreign Asset Control (OFAC) compliance, Responsible for learning and development of technical and professional skills in job related areas, Maintains a current understanding of stated procedures and policies, including regulatory compliance issues, Keeps current on technology that Tri Counties Bank has standardized, High school diploma or GED required, unless age 18, Working knowledge of Bank software applications and functionality, Working knowledge of all Windows applications, Ability to manage multiple tasks and prioritize, Answers all support calls and emails directed to the internal Help Desk relating to but not limited to technical questions related to bank software, hardware, operating procedures and security access, Assists branches and departments regarding operational, loan, and electronic banking procedures and regulations, customer support, compliance/legal and system related issues, Assists branches in researching and resolving account and balancing issues, Assigned as team member for ongoing product plan and system implementations. Monitored, replaced printer maintenance kits, cleaned and troubleshot local and network printer problems. Install computers, software, and peripheral equipment, Bachelor's degree or equivalent or three years related experience and/or training, Experience with Microsoft System Center Configuration Manager (SCCM), JAMF Casper Suite, or similar client management systems, Certificates and Licenses: A+, Microsoft, or Apple certifications a plus, 1 year work (help-desk) experience troubleshooting issues via phone/email/desktop, 1 year work experience using Service Now or similar order ticketing system, Uses creativity and innovation to automate and streamline processes and procedures, Ability to troubleshoot in a high level systematic way. Experience supporting and configuring TCP/IP, Active Directory, and Windows Server 2008R2/2012R2, Windows 7, Windows 8, Windows 10 , and Linux experience preferred, Manage multiple tasks and projects, while anticipating the technical support needs of the employees, Create/Deploy images for both laptop and desktops for end users, Hardware inventory management, equipment orders, Install, modify and make minor repairs to hardware and software systems, Responsible for the installation, configuration and upgrade of computer hardware and software (workstations, multi-display setups, printers, mobile devices), Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat, Clearly document user issues and troubleshooting steps, Previous Help Desk/Call Center experience, Takes the necessary steps to recognize problems as communicated by the user, Researches, isolates, and resolves the problem within areas of expertise. Reset/Unlock of customers domain accounts, including password resets, Performed training to new team members on the use of PEREGRINE SERVICE CENTER and MAXIMO. Work directly with customers, answering calls, documenting and assisting with service request using Remedy, Service Now, Five9 for inquiries and escalations. Check and maintain backups every day; fixes most minor issues and escalates as needed. Configured system set-ups and ensure network connectivity, installed and tested hardware and software. Most Help Desk Analysts hold a Bachelor's Degree in information technology or computer science. Recorded required customer and problem information in the LANDesk Call Ticket System. Multitasked many responsibilities in the office; consistently adapting to the changing atmosphere of the company. Both Stateside & Overseas and problem-solved system, hardware, software, hardware software... 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