Senior Help Desk
Nextel
Oct 2013 - Mar 2014 (6 months)
- Field incoming help requests from end users via telephone, walk-up, help desk ticket and e-mail in a professional and courteous manner.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
- Identify & learn appropriate software and hardware used & supported by the company.
- Perform hands-on fixes at the desktop and server level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
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