desktop engineer resume sample

12 Desktop Support Engineer Resume Examples for 2024

Crafting a resume as a desktop support engineer demands precision. It's essential for the document to reflect your skills in troubleshooting, customer service, and IT knowledge effectively. This article provides examples of proven resumes and guidance on presenting your experience. Expect insights on highlighting certifications and tailoring your technical acumen to employer needs. With my hiring experience, I'll ensure your resume speaks directly to the core requirements of the role.

• 21 Sep 2024 - 1 new section (Showcase leadership growth) added
• 24 Aug 2024 - 1 new resume template (IT Support Engineer - Financial Services) added
• 20 Jul 2024 - 1 new section (Show leadership and growth) added

  Next update scheduled for 29 Sep 2024

Here's what we see in top resumes for desktop support roles.

Highlighting Quantifiable Impact : Good resumes show clear results with numbers. They tell us how much you improved a system or reduced wait times. For example, noting increased ticket resolution by 25% , reduced system downtime by 30% , cut average response time by 15 minutes , or handled 30+ user requests daily shows your impact.

Matching Skills From The Job Description : You should match your skills with those listed in the job description. Include your actual skills like Windows and MacOS troubleshooting , Active Directory management , network configuration , hardware repair , and help desk support software proficiency.

Understanding Current Technology Trends : Show you're up-to-date with recent trends. Mention experience with cloud-based support tools or mobile device management . These phrases show that you're keeping pace with technology that's important for today's support roles.

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Desktop Support Engineer Resume Sample

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Technical Support Analyst Resume Sample

Positioning your education.

Put your education section after your work experience on your resume. This is because your hands-on work solving technical issues with computers and helping users is vital. Show your latest job, then list your education focusing on relevant degrees and certifications. Highlight your understanding of computer systems and issue resolution skills from your courses.

If you are new to desktop support, place your education first. Degrees in computer science or IT certifications like CompTIA A+ are important to show employers. They prove you have the knowledge needed for this job.

Systems Support Specialist Resume Sample

Highlighting specific experience.

Show your ability to work with a wide range of hardware and software. In tech support, being able to solve problems with different technologies is key. List specifics like Windows, MacOS, or Linux support experience. If you have provided remote desktop services, mention this as it is highly valued.

Additionally, emphasize any direct user support experience. In this role, good customer service skills are as important as technical skills. If you have trained users on new systems or software, make sure to include this information.

Help Desk Analyst Resume Sample

Resume length guidance.

Your resume should be one page long if you have less than 10 years of support experience. This makes it easier for hiring managers to see your skills quickly. Use this space to show roles where you fixed technical issues and helped people with their computers.

For those with over a decade in the field, two pages allow you to detail your history in tech support. You can show how you have grown and taken on more complex tasks over time.

IT Support Specialist Resume Sample

Emphasize soft skills.

In addition to technical skills, stress your soft skills. For someone in desktop service, being patient and clear when helping users is important. Mention any experience you have in explaining technical details in a way that non-technical people can understand.

Also, if you have managed IT inventory or worked with IT vendors, include this. It shows you can handle various aspects of tech support beyond just fixing computer issues.

Entry-Level Help Desk Technician Resume Sample

Beat the resume screeners.

You need to make your resume friendly to resume screeners and Applicant Tracking Systems (ATS). These are used to filter out resumes before a hiring manager sees them. Here's how:

• Use keywords that match the job description for a desktop support engineer. For example, include 'troubleshooting,' 'help desk support,' or 'hardware and software installation.'
• Make sure your resume format is simple. Use clear headings and avoid tables or graphics that an ATS might not read correctly.

By doing these things, you help ensure your resume shows your fit for the job. This can lead to it being reviewed by a hiring manager.

Desktop Support Engineer with Cybersecurity Specialization Resume Sample

Tailor your resume.

It's important to show on your resume that you have the right skills for a desktop support role. Be clear about your experience and how it matches the job you want. Use words and phrases from the job description to make it easier for hiring managers to see you're a good fit.

• Include specific software or hardware you've worked with, like Windows operating systems or troubleshooting PC issues .
• Show you have experience leading by mentioning any time you've managed a team, like being team lead for IT support staff .
• If you're moving into desktop support from another field, link your past job skills to this one. For example, if you worked in customer service, you can talk about your problem-solving skills.

Senior IT Support Engineer Resume Sample

Key technical skills for desktop support.

When crafting your resume as a desktop support professional, focus on technical skills that show you can handle the job's demands. Here's what you should consider including:

• Operating system knowledge such as Windows , macOS , and Linux
• Hardware troubleshooting skills to fix issues with computers and peripherals
• Understanding of networking concepts , including TCP/IP , DNS , and DHCP
• Capability to use remote desktop support tools like TeamViewer and RDP
• Experience with help desk software such as Zendesk or ServiceNow
• Proficiency in Microsoft Office Suite for user support
• Knowledge of antivirus software and malware removal techniques
• Skills in data backup and recovery solutions like Acronis or Veeam

Include these skills in a dedicated section on your resume. This makes it easy for hiring managers to see your qualifications quickly. Remember, you don't need to list every skill above. Choose the ones that you are good at and relate to the job you want. Most companies use Applicant Tracking Systems (ATS) to scan resumes for these keywords, so including them can help your resume get noticed.

Executive Desktop Support Manager Resume Sample

Showcase leadership growth.

When looking for a new role in tech support, it's key to show how you have grown. If you've led a team or been promoted, make sure this stands out on your resume. Here are ways you can show your leadership skills:

• Include any titles like 'team lead' or 'senior' you have held. These often mean you had more responsibility.
• List any projects where you guided others or made key decisions. For example, 'Led a team of five in deploying software updates to 200+ company computers.'

You can also highlight times when you trained new staff or were the go-to person for tech issues. For example:

• 'Trained 10+ new hires on troubleshooting procedures and company IT policies.'
• 'Chosen as the primary contact for critical system updates.'

Remember, these details can help you stand out as someone who has taken on more over time.

Senior Desktop Support Technician Resume Sample

Showcase leadership and promotions.

When you apply for a desktop support engineer position, showing your career growth and leadership roles is key. Here's how you can do it:

• Include any job titles that show a progression, like 'senior desktop support engineer' or 'team lead.' This suggests you've been trusted with more responsibilities.
• List specific projects where you led a team or trained new staff. For example, 'Led a team of four in a company-wide software upgrade that improved system efficiency.'

Think back to any role where you had to guide others or make decisions that helped shape your team's work. Even if you weren't in a formal leadership position, situations where you took the lead are worth mentioning.

Desktop Infrastructure Engineer Resume Sample

Illustrate impact with numbers.

When you apply for a desktop support role, showing your impact through numbers makes your experience more tangible. It helps hiring managers see the real value you could bring to their team. You might think it's hard to quantify your work, but even small wins can be measured.

Here are a few ways you can think through your past work and find the right numbers:

• Consider how many tickets you resolved daily or weekly, and calculate an average. For example, 'Managed an average of 30 support tickets per day with a 95% satisfaction rate.'
• Think about any process improvements you made. Did they reduce the time it took to resolve issues? You could say, 'Implemented a new troubleshooting process, reducing issue resolution time by 25% .'

Numbers give a clear picture of your work. They help you stand out by showing how you made things better, faster, or more efficient. Keep the figures simple and direct, like how many devices you've supported or the percentage of first-call resolutions. Your goal is to make your contributions easy to understand at a glance.

IT Support Engineer - Financial Services Resume Sample

Show leadership and growth.

As a desktop support engineer, showing your ability to lead and grow in your role is key to standing out. If you've been promoted or taken on leadership tasks, make sure to highlight these on your resume. Here are some ways to showcase your advancement and leadership skills:

• Mention any title changes or promotions, for example, from 'junior desktop support technician' to 'senior desktop support engineer'.
• Include projects where you led a team or project, even if informally, like coordinating a major software upgrade or training new staff.

Think about times when you took the lead. You can also use statements like 'Selected as team lead for a critical system rollout' or 'Appointed as the main point of contact for key client support issues'. These show you have been trusted with more responsibility over time.

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Desktop Engineer Resume Example for 2024: Tips & Templates

Craft an exceptional Desktop Engineer Resume with our online builder. Explore exemplary templates tailored for various levels and specialties. Make a strong impression on employers with a refined, professional Resume. Secure your dream job today!

Table of Contents

As the backbone of any organization’s IT infrastructure, a Desktop Engineer plays a pivotal role in ensuring seamless operations and superior user experiences. These specialists are tasked with managing, configuring, and troubleshooting desktop environments, making them essential for keeping teams productive and systems running smoothly. However, landing a position in this competitive field requires more than just technical prowess; a well-crafted resume can be the key to showcasing your skills and experiences effectively. A strong resume not only highlights your qualifications but also sets you apart from the competition, making it crucial to invest time and effort into perfecting it.

In this comprehensive guide, we will delve into the vital aspects of crafting an impactful Desktop Engineer resume. You’ll discover the core responsibilities and skills that define this role, along with insights on the best resume formats to use to catch the hiring manager’s eye. We will also outline common mistakes to steer clear of, provide resume examples tailored for various experience levels, and share invaluable tips on effective resume writing. Additionally, we’ll guide you in selecting the right resume templates that align with your professional image. By the end of this article, you’ll be equipped with all the tools needed to create a standout resume that captures your expertise as a Desktop Engineer.

Key Responsibilities and Skills for a Desktop Engineer

As a Desktop Engineer, the individual is primarily responsible for managing and maintaining desktop systems and ensuring that end-users have a seamless computing experience. This role often entails troubleshooting hardware and software issues, performing system upgrades, and providing technical support to users. Here are the key responsibilities associated with a Desktop Engineer:

• Install, configure, and maintain desktop hardware and software.
• Provide technical support to end-users via phone, email, or in-person.
• Troubleshoot and resolve hardware and software issues.
• Maintain and update documentation related to system configurations and procedures.
• Collaborate with IT teams to ensure security and compliance standards are met.
• Monitor system performance and propose enhancements to improve efficiency.
• Assist in the deployment of new applications and updates.

Essential skills required for a Desktop Engineer include:

• Proficiency in Windows and macOS operating systems.
• Strong understanding of computer hardware components and peripherals.
• Experience with remote desktop tools and troubleshooting techniques.
• Knowledge of networking concepts and protocols.
• Excellent problem-solving and analytical skills.
• Strong communication skills, both verbal and written.
• Ability to work collaboratively in a team environment.

Highlighting these skills effectively in the resume skills section is crucial for standing out to potential employers. Tailoring these responsibilities and skills to match the specific job description can significantly increase the chances of catching the hiring manager's attention. Moreover, consider how these skills can be woven into a strong CV to showcase relevant experiences and achievements, ultimately presenting a compelling case for your candidacy.

Best Resume Format and Structure for a Desktop Engineer

When crafting a resume for a Desktop Engineer position, it's crucial to choose a format that highlights your technical skills, experience, and qualifications effectively. Here’s a detailed guide on the best resume format and structure for this role.

Contact Information Your resume should start with your contact information at the top. This section should include:

• Phone Number
• Email Address
• LinkedIn Profile (if applicable)
• Location (City, State)

Professional Summary A concise professional summary or objective statement should follow your contact information. This section should be 2-3 sentences that encapsulate your experience, skills, and what you can bring to the company. Use keywords relevant to the Desktop Engineer role, such as "technical support," "troubleshooting," "network management," and "customer-focused."

Work Experience This section should detail your relevant work history. List your jobs in reverse chronological order, including:

• Company Name
• Dates of Employment (Month/Year - Month/Year)

For each position, include bullet points that highlight your responsibilities and achievements. Focus on quantifiable results, such as:

• "Resolved 95% of technical issues on the first call, improving customer satisfaction by 15%."
• "Managed deployment of 100+ workstations with minimal downtime."

Education Include your educational background in this section. List your degrees in reverse chronological order, specifying:

• Degree Type (e.g., Bachelor of Science in Computer Science)
• Institution Name
• Graduation Date (Month/Year)

If you have relevant coursework or honors, consider adding them as well.

Skills This section should showcase your technical and soft skills. Be specific and relevant, including skills such as:

• Operating Systems (Windows, macOS, Linux)
• Hardware Troubleshooting
• Networking Protocols
• Active Directory Management
• Customer Service Skills
• Time Management

Certifications List any relevant certifications that enhance your qualifications as a Desktop Engineer. Include:

• Certification Name (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals)
• Issuing Organization
• Date Obtained

Tips for Each Section

• Tailor Your Resume: Customize your resume for each job application by using keywords from the job description.
• Keep It Concise: Limit your resume to one or two pages, focusing on the most relevant information.
• Use Action Verbs: Start bullet points with strong action verbs like "executed," "managed," "developed," or "implemented" to convey your contributions effectively.
• Format for Readability: Use a clean, professional font, consistent formatting, and appropriate white space to ensure easy reading.

Complementing Your Cover Letter When choosing a resume format, consider how it aligns with your cover letter. A clean and organized resume format pairs well with a similarly styled cover letter, enhancing your overall professional image. Use the same fonts, colors, and header styles to create a cohesive look. Your cover letter should elaborate on the experiences listed in your resume, providing context and demonstrating your enthusiasm for the position.

By following this structured approach and focusing on relevant content, you can create a compelling resume that positions you as a strong candidate for Desktop Engineer roles.

Writing Tips and Best Practices for a Desktop Engineer Resume

When crafting a resume as a Desktop Engineer, it's essential to present your technical skills and experiences in a clear and compelling manner. Your resume should not only highlight your proficiency in troubleshooting, software installation, and hardware configuration, but also demonstrate your contributions to previous employers through quantifiable achievements. To make your resume stand out, consider the following tips:

• Use action verbs such as "implemented," "resolved," and "optimized" to convey your impact effectively.
• Quantify your achievements where possible, such as "reduced system downtime by 30% through proactive maintenance."
• Incorporate industry-specific keywords that align with the job description to pass through Applicant Tracking Systems (ATS).
• Tailor your resume for each application by emphasizing the skills and experiences most relevant to the role.
• Keep your resume format professional and easy to read, ensuring consistency in fonts and layout.
• Highlight relevant certifications, such as CompTIA A+ or Microsoft Certified Solutions Expert, to showcase your qualifications.
• Include a summary statement that captures your core competencies and career objectives succinctly.
• Make use of resume writing tips to enhance the visual appeal and overall effectiveness of your document.

As you draft your resume, remember that these practices also apply when writing a cover letter , allowing you to create a cohesive and compelling narrative of your professional journey.

Common Mistakes to Avoid in a Desktop Engineer Resume

A well-crafted resume is essential for a Desktop Engineer to stand out in a competitive job market. However, many candidates make common mistakes that can undermine their qualifications and experience. By being aware of these pitfalls, you can enhance your chances of landing that critical interview. Here are some common mistakes to avoid in a Desktop Engineer resume:

• Overloading with information, making it difficult for recruiters to find key details.
• Using generic descriptions that fail to highlight specific skills or achievements.
• Neglecting to tailor the resume for each job application, leading to a lack of focus.
• Failing to quantify accomplishments, which can diminish the impact of your experience.
• Ignoring the importance of formatting; poor layout can detract from your qualifications.
• Listing outdated or irrelevant skills that do not align with current technologies.
• Making spelling and grammatical errors, which can reflect poorly on your attention to detail.
• Not including relevant certifications or training that demonstrate your expertise.
• Using an unprofessional email address, which can create a negative first impression.
• Omitting contact information or providing incorrect details, making it hard for employers to reach you.

To ensure your resume is polished and effective, consider reviewing the common mistakes to avoid in a resume . Additionally, don't forget to check for common cover letter mistakes that should also be avoided, as both documents play a crucial role in your job application process.

Sample Desktop Engineer Resumes

As the demand for skilled Desktop Engineers continues to grow, having a standout resume is essential for landing your dream job in this field. Below are three sample resumes tailored for different levels of experience: an experienced professional, an entry-level candidate, and a career changer. Each resume emphasizes relevant skills, qualifications, and accomplishments that showcase the individual’s ability to excel in the Desktop Engineering role. Be sure to explore more resume examples for additional inspiration, and consider checking out corresponding cover letter examples to complete your job application package.

Sample Resume 1: Experienced Desktop Engineer

John Doe 123 Tech Lane Tech City, ST 12345 (123) 456-7890 [email protected]

Professional Summary Dedicated Desktop Engineer with over 8 years of experience in technical support, systems installation, and user training. Adept at troubleshooting hardware and software issues, ensuring optimal system performance, and providing exceptional customer service. Proven ability to manage projects and improve operational efficiency.

• Windows and macOS troubleshooting
• Active Directory and Group Policy Management
• Network configuration and maintenance
• Remote desktop support
• Hardware installation and upgrades

Professional Experience

Senior Desktop Engineer Tech Solutions Inc., Tech City, ST June 2018 - Present

• Provide advanced troubleshooting for hardware and software problems for over 500 users.
• Lead a team of 5 Desktop Engineers, enhancing the team's technical expertise through training and mentoring.
• Implemented a new ticketing system that reduced response times by 30%.

Desktop Support Specialist Innovative Tech Corp., Tech City, ST January 2015 - May 2018

• Delivered on-site and remote support to end-users, resolving issues related to desktops, laptops, and printers.
• Coordinated installation of new systems and software updates, ensuring minimal disruption to operations.
• Developed user documentation and training materials to streamline onboarding processes.

Education Bachelor of Science in Information Technology Tech University, Tech City, ST Graduated May 2014

Sample Resume 2: Entry-Level Desktop Engineer

Jane Smith 456 Support Ave Tech Town, ST 67890 (987) 654-3210 [email protected]

Professional Summary Motivated and tech-savvy recent graduate with a Bachelor’s degree in Computer Science. Eager to start a career as a Desktop Engineer, bringing strong problem-solving skills and a passion for technology. Experienced in providing technical support during internships and school projects.

• Basic knowledge of Windows and Linux operating systems
• Familiarity with networking concepts
• Excellent communication and interpersonal skills
• Troubleshooting hardware and software issues
• Customer service experience

Education Bachelor of Science in Computer Science Tech College, Tech Town, ST Graduated May 2023

Internship Experience

IT Support Intern Tech Innovations LLC, Tech Town, ST June 2022 - August 2022

• Assisted in troubleshooting software and hardware issues for over 100 users.
• Supported the installation of new computer systems and peripheral devices.
• Collaborated with team members to improve internal documentation for IT processes.
• Developed a school project on network security, showcasing understanding of firewalls and encryption methods.
• Participated in a team project to automate system updates using scripting languages.

Sample Resume 3: Career Changer to Desktop Engineer

Michael Johnson 789 Career Changer Blvd Tech City, ST 12345 (321) 654-0987 [email protected]

Professional Summary Results-driven professional transitioning to a Desktop Engineer role after 10 years in customer service management. Strong analytical skills and technical aptitude combined with excellent communication skills. Committed to leveraging customer service experience to enhance user satisfaction in a technical support environment.

• Proficient in Windows operating systems and Microsoft Office Suite
• Strong troubleshooting and problem-solving abilities
• Excellent customer service and conflict resolution skills
• Basic knowledge of networking and system administration
• Ability to learn new technologies quickly

Customer Service Manager Service Excellence Co., Tech City, ST March 2013 - Present

• Managed a team of 20 customer service representatives, improving overall customer satisfaction scores by 25%.
• Developed training programs for new hires, focusing on technology-related inquiries.
• Collaborated with IT department to streamline service request processes.

Technical Training Self-Directed Learning

• Completed online courses in Desktop Support and IT Fundamentals through reputable platforms.
• Built and maintained a personal lab environment for hands-on practice in troubleshooting and system configuration.

Education Associate of Arts in Business Administration Tech Community College, Tech City, ST Graduated May 2012

These sample resumes highlight different backgrounds and experiences, showcasing how each candidate can fit into the Desktop Engineer role. Tailor your resume to reflect your unique qualifications and achievements, and remember to check out more resume examples for additional inspiration.

Checklist for a Desktop Engineer Resume

• Proofread for Errors: Carefully read through your resume to spot and correct any spelling or grammatical mistakes. Consider using tools like Grammarly for additional support.
• Consistency in Formatting: Ensure consistent use of fonts, sizes, and colors throughout your resume. This includes headings, bullet points, and spacing to create a polished appearance.
• Tailor to the Job Description: Customize your resume for each application by incorporating keywords and skills mentioned in the job listing for the Desktop Engineer role.
• Highlight Relevant Experience: Focus on experiences and achievements that are most relevant to the Desktop Engineer position, emphasizing technical skills and project outcomes.
• Quantify Achievements: Where possible, use numbers or specific examples to illustrate your accomplishments, such as the number of systems managed or the percentage of improved performance.
• Include Technical Skills: Clearly list your technical skills relevant to the Desktop Engineer role, including software, hardware, and troubleshooting capabilities.
• Professional Summary: Write a compelling professional summary at the top of your resume that succinctly outlines your qualifications and career goals related to desktop engineering.
• Check Contact Information: Ensure your contact information is current and correctly formatted, including your phone number, email address, and LinkedIn profile, if applicable.
• Use Action Verbs: Start bullet points with strong action verbs to convey your responsibilities and achievements effectively, such as "Configured," "Managed," or "Resolved."
• Consider AI Resume Builders: Utilize an AI resume builder to ensure all elements are well-organized and visually appealing. A similar checklist can also be followed for creating a CV .

Key Takeaways for a Desktop Engineer Resume Guide

In conclusion, crafting a compelling resume as a Desktop Engineer is essential to stand out in a competitive job market. By utilizing the examples and tips provided, you can showcase your technical skills, relevant experience, and problem-solving abilities effectively. Remember to tailor your resume to the job description and highlight your achievements in previous roles. As a next step, consider downloading a professional template from resume templates to give your application a polished look. You may also want to enhance your job prospects by creating a standout cover letter with our cover letter templates . Finally, if you're looking for an easy way to compile and design your resume, our best resume maker is here to assist you. Take these steps to ensure your resume reflects your qualifications and sets you on the path toward securing your desired position.

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Desktop Engineer Resume Examples and Templates

This page provides you with Desktop Engineer resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Desktop Engineer resume.

How to Write a Desktop Engineer Resume?

To write a professional Desktop Engineer resume, follow these steps:

• Select the right Desktop Engineer resume template.
• Write a professional summary at the top explaining your Desktop Engineer’s experience and achievements.
• Follow the STAR method while writing your Desktop Engineer resume’s work experience. Show what you were responsible for and what you achieved as {a/an} Desktop Engineer.
• List your top Desktop Engineer skills in a separate skills section.

How to Write Your Desktop Engineer Resume Header?

Write the perfect Desktop Engineer resume header by:

• Adding your full name at the top of the header.
• Add a photo to your resume if you are applying for jobs outside of the US. For applying to jobs within the US, avoid adding photo to your resume header.
• Add your current Desktop Engineer to the header to show relevance.
• Add your current city, your phone number and a professional email address.
• Finally, add a link to your portfolio to the Desktop Engineer resume header. If there’s no portfolio link to add, consider adding a link to your LinkedIn profile instead.
• Bad Desktop Engineer Resume Example - Header Section

Karina 19 Adams Street Lorain, OH 44052 Marital Status: Married, email: [email protected]

• Good Desktop Engineer Resume Example - Header Section

Karina Camacho, Lorain, OH, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe

Make sure to add a professional looking email address while writing your resume header. Let’s assume your name is John Doe - here is a formula you can use to create email addresses:

• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]

For a Desktop Engineer email, we recommend you either go with a custom domain name ( [email protected] ) or select a very reputed email provider (Gmail or Outlook).

How to Write a Professional Desktop Engineer Resume Summary?

Use this template to write the best Desktop Engineer resume summary: Desktop Engineer with [number of years] experience of [top 2-3 skills]. Achieved [top achievement]. Expert at [X], [Y] and [Z].

How to Write a Desktop Engineer Resume Experience Section?

Here’s how you can write a job winning Desktop Engineer resume experience section:

• Write your Desktop Engineer work experience in a reverse chronological order.
• Use bullets instead of paragraphs to explain your Desktop Engineer work experience.
• While describing your work experience focus on highlighting what you did and the impact you made (you can use numbers to describe your success as a Desktop Engineer).
• Use action verbs in your bullet points.

Technical support and Desktop Engineer Resume Example

Technical support and Desktop Engineer

• Provided technical support for ACME Anti-Virus, addressing virus-related issues for users.
• Specialized in resolving complex virus problems, including Rootkit, Anti Malware, and Anti Spyware issues.
• Offered technical support for Client-Server Systems, including installation of operating systems and software.
• Configured network setups by connecting systems in LAN and assigning static IPs.
• Conducted troubleshooting for hardware problems and printers.
• Configured Outlook and performed backup tasks for Outlook data.

Desktop Engineer Resume Example

Desktop Engineer

• Maintained and configured Active Directory Users.
• Troubleshooted hardware and software-related issues.
• Monitored server activities.
• Maintained and troubleshooted SAP-related systems.
• Configured VoIP phones within the network.
• Managed daily tasks in the e-helpline ticketing system.
• Managed Symantec antivirus system and provided remote support via Team Viewer, VNC, and Zoho.
• Oversaw wireless and wired network management.
• Supported day-to-day activities, administration, and maintenance.
• Assisted organization and branch offices across Kerala.
• Installed new software releases, upgrades, and patches, resolving software problems.
• Conducted system backups and recovery.
• Installed, configured, and troubleshooted various Windows client OS (XP, Vista, 7), DHCP, and DNS.
• Managed, maintained, and troubleshooted the overall network infrastructure.
• Installed and configured computer hardware, operating systems, and applications for 4levels Solutions.
• Maintained and monitored computer networks and systems.
• Logged customer and employee queries and analyzed call logs to identify issues or trends.
• Diagnosed and resolved hardware or software faults.
• Tested and evaluated new technology.
• Followed instructions to set up systems or fix faults.
• Patched software and installed new versions for security and data protection.
• Provided technical support and advice to authorized users.
• Installed new or upgraded hardware and software, ensuring customer satisfaction.
• Responded to support requests, guiding users through troubleshooting tasks.
• Troubleshooted potential problems to prevent escalation.
• Documented and updated known fixes in the knowledge base for future reference.
• Performed network functions and troubleshooting systems, verifying network connectivity and IP addresses.
• Utilized Bomgar and Skype for Business to remote into customer computers for domain-related tasks and issue resolution.
• Collaborated with the Office 365 Pro Plus Support Group to facilitate smooth mailbox migration for Outlook and assisted with account configuration and licensing.
• Maintained Information Technology systems, resolving end user hardware and software problems within specified timeframes.
• Coordinated with other service providers based on Knowledge articles to troubleshoot customer issues.

Desktop Engineer / IT Support Resume Example

Desktop Engineer / IT Support

• Documented and disabled infected IP addresses, collaborated with WAN team, and provided prevention guidance.
• Monitored and managed technical issues using SMART ticketing system for efficient resolutions.
• Supported Chicago Police and Fire Departments, handling IT concerns and camera tape rotation.
• Processed 911 and 311 calls, ensuring communication and managing Windows account accessibility.
• Replaced KVM boxes, participated in citywide technical support, and handled PC reimaging activities.
• Demonstrate basic application support skills.
• Demonstrate operating system support skills.
• Show understanding of system support contextualized within a selected work area.
• Install, repair, and support operating systems and application software.
• Relate business problems to information technology solutions.
• Use a logical methodology to troubleshoot common types of hardware and software problems typically encountered in the day-to-day operations of a department in an organization.

Senior Desktop Engineer Resume Example

Senior Desktop Engineer

• Provide functional and technical support, troubleshooting, and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems.
• Maintain onsite and remote server and desktop/laptop computers throughout the organization.
• Procure, receive, document, and track inventory of all computer equipment and software licenses, and decommission systems where appropriate.
• Establish, review, approve, and process quotes, requisitions, and purchase orders for capital equipment.
• Perform user account management - adds, deletes, and changes.
• Monitor support service queue for tasking and respond to tickets in accordance with the OHD guidelines.
• Provide end-user application support.
• Configure and manage Active Directory, including site replications.
• Create and secure user accounts using Group Policy Management.
• Monitor applications, SQL databases, and server patches.
• Manage HP Blade and Proliant Servers, troubleshoot issues, and ensure security.
• Monitor networks, handle backups, and manage tickets through HP tools.
• Respond to user support requests and troubleshoot hardware and software issues.
• Hands-on experience with various operating systems and servers.
• Install and maintain hardware, peripherals, and troubleshoot networking issues.
• Advise on software/hardware upgrades and provide basic computer training.
• Complete job reports, order supplies, and coordinate with vendors for issue logging.
• Install Thin Clients and Workstations, handle third-party software at client locations.
• Install and troubleshoot All-in-One Systems.
• Provide VIP support and liaise with vendors for issue resolution.
• Perform hardware and software support, including mobile devices.
• Diagnose and resolve application errors and network issues.
• Investigate and fix computer software and hardware problems.
• Assist with operational issues and special projects.
• Install and test new software releases, create user manuals, and instruct users on IT equipment.

Top Desktop Engineer Resume Skills for 2023

• Desktop Support
• Hardware Installation and Maintenance
• Operating System Deployment and Configuration
• Software Installation and Configuration
• Troubleshooting Hardware and Software Issues
• Remote Desktop Support
• Active Directory Management
• Group Policy Configuration
• Software Patching and Updates
• Endpoint Security Management
• Antivirus and Malware Protection
• Network Connectivity Troubleshooting
• Peripheral Device Configuration (Printers, Scanners, etc.)
• Virtual Desktop Infrastructure (VDI)
• Desktop Imaging and Deployment
• Mobile Device Management (MDM)
• Data Backup and Recovery
• System Performance Monitoring
• End-User Training and Support
• Knowledge of ITIL Framework
• Hardware and Software Inventory Management
• IT Asset Management
• Desktop Security Best Practices
• User Account Management
• Knowledge of Microsoft Office Suite
• Collaboration Tools Configuration (Email, Messaging)
• Remote Assistance Tools
• Understanding of System Image Deployment
• Deployment Automation Tools
• Desktop Virtualization Technologies
• Scripting for Automation (PowerShell, Batch)
• Knowledge of Windows and Mac Operating Systems
• Knowledge of Linux/Unix Systems
• Software License Management
• End-User Security Awareness Training
• Problem Resolution Documentation
• User Profile Management
• Knowledge of Microsoft SCCM (System Center Configuration Manager)
• Understanding of IT Security Policies
• Remote Desktop Protocol (RDP)
• Encryption Technologies
• System Imaging Tools (e.g., Norton Ghost, Acronis)
• Network Printing Configuration
• Understanding of Group Membership and Permissions
• Collaboration with IT Helpdesk
• Knowledge of Endpoint Encryption
• Understanding of Desktop and Application Virtualization

What Do Hiring Managers Look For in a Desktop Engineer Resume?

‣ Technical Proficiency: Desktop engineers require a strong technical background, including expertise in desktop hardware, software, operating systems, and troubleshooting.

‣ Problem-Solving: Identifying and resolving desktop-related issues, providing technical support, and implementing solutions to ensure the smooth functioning of computer systems.

‣ Customer Service: Offering excellent customer service by assisting users with technical problems, answering inquiries, and providing guidance on desktop-related issues.

‣ Deployment and Maintenance: Managing the deployment of desktop systems, installing software updates, and ensuring the maintenance and security of desktop infrastructure.

‣ Collaboration: Collaborating with IT teams, administrators, and end-users to address desktop-related challenges, implement upgrades, and enhance overall system performance.

How Long Should my Desktop Engineer Resume be?

Your Desktop Engineer resume length should be less than one or two pages maximum. Unless you have more than 25 years of experience, any resume that’s more than two pages would appear to be too long and risk getting rejected.

On an average, for Desktop Engineer, we see most resumes have a length of 2. And, that’s why we advise you to keep the resume length appropriate to not get rejected.

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Click here to directly go to the complete desktop support resume sample.

How to write a desktop support resume?

One desktop support job receives over 1,000 job applications. Is your resume good enough to outshine them all?

If it isn't, it's time to focus on your resume to take that coveted job home.

Domain expertise won't fetch you your dream job if your IT desktop support resume skills fail to reflect on your resume.

Before we begin, take a look at the below-mentioned desktop support resume sample to observe what an ideal desktop support engineer resume should look like.

To get a shortlist today, your desktop technician resume needs to reflect the professionalism that you carry in your bones. Only then will you come close to getting shortlisted for the job of your dreams.

Here’s a summary of our IT Desktop Support Resume 2023 Blog:

• Write the resume summary only if you have more than 3 years of experience in the IT industry.
• Create two different sections for your key skills & technical skills.
• Add a project section to showcase your technical expertise in the IT industry.
• Use the correct resume format for maximum impact on the Desktop Support recruiter.
• Add certificates such as Cisco Certified Network Associate, Microsoft Certified Professional, etc. That's not all.

We have illustrated 10+ IT desktop support resume samples in this guide to help you visually comprehend the guidelines and DOs and DONTs that we have given in this blog.

This is aimed at helping you learn from practical examples, making this blog a fun learning experience for you.

By the end of this blog, you will be able to singlehandedly compose a shortlist-worthy desktop support technician resume and you will learn:

• What is a IT desktop support resume & why do you need it?
• What are the key sections of desktop support resume?
• How to effectively write the desktop support resume header?
• How to present your personal information in the desktop support resume?
• How to write the professional experience section in the desktop support resume?
• What a desktop engineer resume summary is written?
• How to identify and write the key skills in the desktop engineer resume?

. . . All so you can get the job that you want!

In the meanwhile, you can use Hiration's Online Resume Builder to write a masterpiece of a computer support technician resume, help desk analyst resume or the best IT resume for a hassle-free resume writing experience.

Our Online Resume Builder comes with a customized and pre-designed IT desktop support resume template that you can easily modify to suit your needs & preference and create the best IT resume.

All you have to do is put your details in this IT desktop support resume template. That's all!

Moving on, here's a list of what you will learn in this blog:

Desktop Support Salary

The average salary of a desktop support technician as quoted by various websites is mentioned below:

• Glassdoor : $48,185/year
• Payscale : $19.83/hour

Desktop Support Roles & Responsibilities

It is important to scan through the job description of your desktop support job, doing so will ensure that you are well aware of the required skill set and responsibilities that come with the job.

Following are a few roles & responsibilities that an IT desktop support professional need to fulfill:

• Perform the installation of devices such as PCs, telephone systems, wireless networks, printers, and scanners
• Provides advice and guidance to colleagues regarding incidents
• Ensure the maintenance of the installed devices and guide the team regarding incidents
• Resolving technical issues with respect to software applications or network systems
• Prepare reports for senior leadership and maintain client databases
• Documentation of technical issues and utilizing call logging system

What is a Desktop Support Resume & why do you need it?

A desktop support technician resume is a piece of document that carries important information about you such as your educational background, desktop support resume skills, and your professional trajectory.

Your resume talks about your last job profile and highlights the story of your professional life.

Simply putting down the above-listed information in your tech support resume is not enough. Information needs to be customized according to the needs of the ATS.

Since most companies today have started using the Applicant Tracking System (ATS) to shortlist candidates, you don't stand a winning chance at getting shortlisted if your desktop support technician resume is not ATS-compliant.

In other words, you need to write an ATS-compliant IT desktop support resume.

Read on to learn how an ATS-compliant resume is composed.

While you're at it, get your existing tech support resume professionally reviewed by Hiration’s AI-powered Resume Review Service to get a quick analysis of your resume within minutes!

Desktop Resume Sample

• Administered hardware & software support for 1000+ devices and a varied user base of 5000+ users
• Facilitated hardware support including support, maintenance, troubleshooting and repair of PCs & peripherals
• Provided detailed descriptions of issues in trouble ticket system & followed up to ensure swift resolutions
• Solved departmental technical emergencies to minimize data loss by 95% , meet deadlines & support user needs
• Partnered with Tier 2 & Tier 3 help desk peers based in US & China to resolve complex issues that needed escalation
• Designed PC images based on hardware and departmental security needs on a weekly basis
• Planned, procured, configured , and implemented upgrades on Dell & Lenovo workstations, laptops & servers
• Created & managed hardware inventory for laptops, desktops, servers & printers for 5+ office locations & 10+ job sites
• Received outstanding ratings on performance reviews each year for customer service & technical problem solving
• Supported 500+ user stations in a Windows 10 environment for 10+ clients on a monthly basis
• Resolved trouble tickets 50% faster than other desktop support technicians & replaced hardware for 500+ devices
• Identified a recurrent software issue & fixed malware problems that saved 20,000 hours of productivity time per year
• Top 5 percentile of the class
• CompTIA A+ Certification | Computing Technology Industry Association (CompTIA) | Jan '14 - Feb '14
• Languages: Spanish, English, French, and Portuguese

Desktop Support Resume Format

There are types of resume format:

• Reverse-chronological format
• Functional resume format
• Hybrid/Combination resume format

The desktop support resume format that you pick should be one that addresses your needs. It needs to be ATS-compliant and should be one that best projects your professional expertise and desktop support resume skills.

It should be ATS compatible and recruiter-friendly too.

From the above-listed resume formats, two of them satisfies this need. We have listed them below:

• Reverse-Chronological Format
• Hybrid/Combination Resume Format

The Reverse-Chronological Resume Format is a resume format that follows the reverse timeline order for structuring resumes.

The Hybrid/Combination Resume Format follows the reverse-timeline order and gives equal weight to your skills.

If you are a mid-level or senior-level professional with years of work experience to your name, you can use both the reverse-chronological and hybrid/combination resume format.

If you are an entry-level professional or someone who has switched jobs too many times in a year, the hybrid/combination resume format is the ideal resume format for you.

Since the reverse chronological resume format gives weight to the timeline of your work experience, it is not ideal for frequent job switchers as it exposes career gaps. Similarly, it is not ideal for entry-level professionals because you don't have much work experience to talk about in your desktop support technician resume.

IT Desktop Support Resume Sections

Organize your desktop support resume into the following sections:

• Personal Information
• Profile Title
• Summary/Objective
• Professional Experience
• Certifications (if any)
• Additional Information (if any)

To learn more about resume sections, read Hiration's 2023 Guide to sections in a resume .

Additionally, you can also use Hiration’s Online Resume Builder to stand a high chance of getting shortlisted for the job of your dreams.

It comes with a pre-designed desktop resume template that you can personalize to suit your specific qualifications and work history.

Read on and learn what each section should look like with 10+ technical support resume samples that we have mentioned in this guide.

How to write a Desktop Support Resume

Writing an impeccable tech support resume demands that you follow the stages we have mentioned below:

• Stage 1: Master Desktop Support Resume
• Stage 2: First Draft of Desktop Support Resume
• Stage 2: Final Draft of Desktop Support Resume

Master Desktop Support Resume

Composing your master desktop support resume is the first stage of resume-writing.

In this stage, you have to compile all your information and store it in one place. Doing this helps in information-accessibility which helps you in two ways:

Resume writing in the present : Since you have readily available information, all you have to do now is pick relevant information from your master resume and organize this information to suit the needs of your current target profile.

Resume update in the future : Information accessibility means that you won't have to rely on memory alone when the need to update your tech support resume arises in the future. This helps facilitate a swift resume update.

First Draft of Desktop Support Resume

As part of the second stage of resume writing, you need to compose the below-mentioned sections:

• Awards & Recognition (if any)

Final Draft of Desktop Support Resume

The third and final stage of writing your tech support resume demands that you compose the below-listed sections at the end:

A help desk technician resume objective/summary is to be written at the end. Since it's a closing statement or overview of your resume, it is best to compose it after concluding the rest of your tech support resume.

Right before you compose your desktop support resume objective/summary, compose the key skills section. Doing this after composing the other sections helps you effectively endorse your desktop support resume skills as it becomes that much easier to identify them.

Desktop Support Resume: Header

Your resume header is a crucial element of your technical support resume.

It's the first thing that a recruiter should see when evaluating your resume and it should communicate who the resume belongs to in one glance.

This is why it is best practice to write your real full name as your resume header.

Here's what you can do to perfect it:

• Write it at the extreme top of your technical support resume.
• Increase its visibility by using the largest font size of 16-20 points .
• If you have a middle name, write your first name, followed by the first initial of your middle name in capital letters, followed by your last name.
• Example: Maria Henry Deville should be written as "Maria H. Deville" in your tech support resume.

To get a better understanding of resume headers, read Hiration’s 2023 Guide To Writing The Perfect Resume Header .

Here's a desktop support resume sample illustrating the ideal resume header for your resume.

This is a snapshot of a tech support resume that we have made with Hiration’s Online Resume Builder . You can use our builder to edit the template of desktop support resume samples or use it to create your own help desk support resume.

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Desktop Support Resume: Personal Information

The personal information section of your tech support resume should reflect important contact-centric information such as:

• Updated mobile number
• Professional email ID
• Current Location

LinkedIn URL

Updated mobile number.

If a recruiter likes your IT desktop support resume, shortlist you, he/she will use the mobile number you have provided to get in touch with you.

This is why you should be extremely careful and enter the digits correctly.

Here are some rules that you should follow to compose this section:

• Use your country’s ISD code as a prefix before your phone number
• Put a plus sign (+) before the ISD code
• Eg: +1 37648 21511

Professional E-mail Address

As the official mode of communication for professional exchange, a recruiter or hiring manager will use your email ID to get in touch.

The preliminary interaction almost always happens over email, so make sure that your tech support resume correctly illustrates your email ID.

Hiration Pro Tip : Avoid using flimsy nicknames while drafting your email address in your resume. Make sure that your email ID is professionally written.

Current Location of Residence

The location of your tech support resume refers to the current city and state of your residence.

Here are some things that you should know to compose this with perfection:

• Do not mention irrelevant location details such as your house number, street number, and your locality name in your tech support resume.
• Use the city/state code format for showcasing your location in your tech support resume.
• Eg: If you're from Los Angeles, California; this should be written as "Los Angeles, CA" in your resume.
• If you're applying for jobs abroad, use the city/country code format to illustrate your location. Eg: Los Angeles, US.

Adding a LinkedIn URL to your personal information section will act to your advantage since it gives you the space to showcase your achievements, projects, and networking skills along with a glimpse of your personality.

You can also add the link to your GitHub or Personal website in this section.

Desktop Support Resume Sample for Personal Information

For a better explanation of this section, read Hiration's 2023 Guide to composing your contact information .

To learn what an ideal personal information section should ideally look like, take a look at the IT support resume sample below:

This is a snapshot of a tech support resume that we have built using Hiration’s Online Resume Builder .

It comes with a pre-designed & pre-filled desktop support resume template that you can easily modify to suit your needs & preference.

Moreover, this pre-designed desktop support resume template has pre-arranged font size, spacing, design and you also have the option of changing your template as we have 25+ design templates that you can choose from.

Desktop Support Resume: Profile Title

Profile titles are important elements of tech support resumes. It communicates the following information to the recruiter.

• Your current designation.
• Your functional industry.
• Your seniority level.

Give your profile a professional touch by considering the following points:

• Write your profile title in the second-largest text size.
• This should ideally be in the font range of 14-16 points .

Here's an IT support resume sample showcasing the ideal profile title:

In the meanwhile, get your hands on our highly unique AI-powered Resume Review Service to get an in-depth and constructive analysis of your techsupport resume within minutes of uploading it on our tool.

Keep an eye out on the bottom-left corner of this page!

Desktop Support Resume: Professional Experience

The professional experience section of your help desk technician resume is one of the most important sections.

It consists of career-specific information such as where you have worked, how long you have worked, and in what capacity you worked, etc.

• Frame points
• Use the STAR format
• Use Grouping & Highlighting

Framing Points

There are two types of people when it comes to writing tech support resumes.

Type 1 : Paragraph users Type 2 : Point users

Here are two desktop support resume examples.

Your job here is to quickly evaluate it.

"As part of my job description as a desktop support manager at XYZ, I was responsible for handling trouble ticket system. I was part of the core team that single-handedly identified issues in this system to arrive at meaning resolutions of the same. At times I ended up collaborating with Tier 2 & 3 help desk peers who were based in China to resolve complex issues that needed escalation. Facilitating support, maintenance, troubleshooting, and repair of PCs and peripherals was also part of my core job as a support specialist. Other roles included catering to an active user base of over 10,000 users around the world. I helped them with both hardware & software support".

• Identified issues in trouble ticket system to ensure swift resolutions
• Minimized data loss by 98% by solving departmental technical emergencies
• Catered to a user base of 10,000+ users with hardware & software support
• Facilitated support, maintenance, troubleshooting and repair of PCs & peripherals
• Collaborated with Tier 2 & Tier 3 help desk peers to resolve complex issues that needed escalation

Framing Points: Analysis

An impactful technical support resume is one that is reader-friendly and highly comprehensible.

If the professional experience section is not readable, your technical support resume would have a very slim chance of getting evaluated.

This means that even though you might be highly proficient, your resume has a high chance of getting overlooked.

The likelihood of your resume getting overlooked is high when you use paragraphs.

On the contrary, when you use one-liner points as demonstrated in example 2, your desktop support technician resume becomes more readable and comprehensible.

It is properly spaced out and information is presented using crisp one-liner points which makes it easy to read & comprehend.

It also uses action verbs such as 'facilitated', 'catered', and 'communicated' which gives your desktop support technician resume a more assertive and professional tone.

STAR Format

Now that you know the importance of good readability and the role played by one-liner points in all this, the next step is to optimize each one-liner point.

This can be done using the STAR format.

STAR stands for the following:

• Situation : The situation/backdrop/context of your contributions.
• Task : The actual task that was assigned to you.
• Action : The strategy you used to execute the assigned task.
• Result : The result/outcome of your action in the form of an achievement figure.

The STAR format makes each one-liner point more relevant as it helps you showcase the extent of your professional capabilities with the help of performance figures.

Using numbers shows exactly how your contributions helped in the growth of the organization.

Thus, you should use the STAR format to structure each one-liner point.

Grouping & Highlighting

Now the next step is to organize each one-liner point in such a way that its visibility increases.

You can do this by using grouping & highlighting.

Here are two desktop support resume examples to demonstrate this:

• Assisted 50+ weekly customers with troubleshooting
• Facilitated hardware & software support to 500+ customers every month
• Designed 10+ PC images every week based on departmental security needs
• Received outstanding ratings on performance reviews for technical problem solving
• Configured & implemented upgrades on Dell & Lenovo workstations, laptops & servers
• Managed hardware inventory for laptops, desktops, servers & printers with 100% efficiency

Technical Support, Troubleshooting & User Assistance

Security Upgrades & Inventory Management

Key Achievements

Grouping & Highlighting: Analysis

The above desktop support examples show that while using points is a good way of endorsing your roles & responsibilities in your support specialist resume, it is not enough to enhance its effectiveness.

Example 1 uses points while example 2 uses grouping & highlighting.

Grouping is the practice of organizing similar one-liner points under unique subheadings. Doing this helps a recruiter identify your key roles & responsibilities in one go.

Highlighting is the practice of highlighting important words by marking them in bold. Doing this helps the recruiter identify your key achievements in each one-liner point in one go.

Grouping & Highlighting is a powerful tool in your hands because it helps enhance the visibility of your resume. Enhanced visibility further helps in enhancing the effectiveness of your resume.

Desktop Support Resume Sample for Professional Experience

Most technical support resumes fall short because they lack structure & organization: something you don't have to worry about when you use the STAR format to structure each one-liner point and optimize them using grouping & highlighting.

Here's a desktop support resume sample showcasing the ideal professional experience section:

To learn more about this section and what you can do to perfect it, read Hiration's Blog on how to compose the work experience in your resume .

Desktop Support Resume: Education

The education section of your resume should ideally communicate the following points:

• Name of the school/university you have attended.
• Name of the courses you have pursued.
• The location of your school/university.
• Enrolment and graduation dates in month & year format .

The education section is one of the most important must-have sections of your resume. Make sure that you incorporate it into your technical support resume.

Get a grip over this section and learn the intricacies of this section by reading Hiration's 2023 Guide on how to list education on your resume .

Here's a desktop support resume sample showcasing the ideal education section for your technical support resume:

Desktop Support Resume: Certifications

Now comes the additional sections of your desktop support technician resume.

While this section is not a pre-requisitive, don't make the mistake of leaving this information out if you have done relevant certifications.

Relevant certification can bolster your shortlist chances tremendously. So if you have them, make a separate 'certifications' section and list down the following information in it:

• Certification course name.
• Name of the institute of affiliation.
• Location of the institute of affiliation.
• Enrollment and completion date of the course in month & year format.

Arrange these points in the below format:

{Name of certification} | {Affiliating Institution} | {Location} | {Date} (month & year format)

For a more detailed explanation, read Hiration's 2023 Guide on listing certifications on a resume to get a better understanding of this section.

Here's a technical support resume sample demonstrating the ideal certifications section for your desktop support technician resume:

This is a snapshot of a desktop support technician resume that we have composed using Hiration's Online Resume Builder .

Use our Online Resume Builder to say goodbye to the hair-splitting task of individually adjusting the spacing, font size, and template.

Your only task is to fill your details in our professionally designed desktop support specialist resume template to make a shortlist-ready desktop support technician resume.

We have curated a list of certifications for your Desktop Support resume that might help you in staying up-to-date with the industry trends:

• Jetking Certified Hardware and Networking Engineer
• Cisco Certified Network Associate
• Microsoft Certified Professional
• Microsoft Certified Solutions Expert
• Information Technology Infrastructure Library

Desktop Support Resume: Additional Information

Now comes the additional information section. This is where you should put down any miscellaneous information that does not fit anywhere else.

For example, hobbies & languages are things that you can write in this section.

That being said, you should only use this section if you think it can positively impact your job application in any way.

If it fails to do this, there's no point in having this section in your IT support technician resume as it will unnecessarily take up space.

The technical support resume sample that we have attached below illustrates a perfectly-composed additional information section for your IT support technician resume.

Desktop Support Resume Key Sections

Desktop support resume: key skills.

It is in the key skills section that you get the opportunity to endorse your desktop support resume skills without coming across as a showoff.

This is why the 'key skills' section is important.

Here's what you can do to compose this section with perfection:

Compose it after concluding the professional experience section : The main points for this section comes from the professional experience section. Your job is to identify your top desktop support specialist resume skills and replicate them in this section.

Pick the desktop support resume keywords from your target job & incorporate them in this section : Your target desktop support job will have a list of desktop support resume keywords. These keywords are those skills that a hiring body looks for in the ideal candidate. Identify these keywords & replicate them in this section. Don't blatantly cut-copy-paste. Use only those keywords that you're skilled in.

For more details on this section, read Hiration's 2023 Guide on what skills to put on a resume .

Here's an IT support resume sample illustrating the perfect key skills section:

This is a snapshot of an IT support technician resume that we have built using Hiration's Online Resume Builder .

Use our Resume Builder to compose a key skills section as stunning as this.

It is imperative to create a different subsection titled "Technical Skills", it allows the recruiter to better understand your technical expertise.

Desktop Support Resume Summary

Think of your resume summary as a concluding statement of your IT support technician resume and make it worth their while.

Your job here is to communicate your skills & proficiency in such a way that it proves that you are the right fit for the given job.

Here’s a list of what you can do to write an effective resume summary:

• Write a resume summary only if you have a minimum work experience of 3 years. If you don't, write a desktop support resume objective.
• Write your summary at the end after concluding all other sections. This helps you identify your career highlights which helps you paint a vibrant summary.
• Keep your summary length limited to 3-5 lines and don't exceed this limit.

For a more detailed explanation of resume summaries, read Hiration's 2023 Resume Summary Guide .

Attached below is a technical support resume sample showcasing the ideal resume summary for your technical support engineer resume:

Desktop Support Resume Objective

You should write a desktop support resume objective if:

• You have no work experience.
• You have less than 3 years.

On deeper levels, a desktop support resume objective is the same as a resume summary. The goal of both is to get you shortlisted.

The only problem here is that you don't have much work experience to talk about.

So instead, focus on the skills that make you unique in this section. Instead of talking about what you're looking for in the organization you wish to work with, talk about the value you can deliver in your next organization.

Show how the desktop support resume skills can benefit the organization.

If you're able to do this, you're already on the path to success.

Read Hiration's 2023 Guide on Resume Objectives to learn how you can write an effective desktop support resume objective.

In the meanwhile, make resume-writing an effortless affair with Hiration's Online Resume Builder to write impeccable shortlist-worthy technical support resumes.

Resume Review Service

Get your resume reviewed with Hiration's unique AI-powered Resume Review Service.

With us, your technical support engineer resume will be evaluated in compliance with the below-mentioned parameters:

• Compliance with industry norms
• Content Relevance
• Recruiter Friendliness
• Design Compatibility
• Conversion Scope
• ATS Compliance
• Global Compatibility
• Performance Assessment
• Resume Formatting (font, margins, the order of sections, etc.)

And here's the best part:

You will get 2 resume templates for free!

Online Resume Builder for Desktop Support Resume

Resume writing does not have to be so hard.

Give yourself the much-needed help with Hiration's Online Resume Builder .

Here is a list of the resources that come with our Online Resume Builder:

• Option to save unlimited resumes
• 25+ resume designs
• Full rich-text editor
• Unlimited PDF downloads
• 100+ resume templates
• 1-click design change
• A sharable link
• Live resume editor

With 25+ design templates and 100+ profile-specific resume examples , our resume builder is built to give you the ultimate resume writing experience.

Key Takeaways

• Use the reverse-chronological order if you're a mid-level or senior-level professional and a hybrid/combination resume format if you're a frequent job switcher or an entry-level professional or if you have gaps in your resume.
• You should always write your real full name as the resume header of your technical support engineer resume.
• Your resume header should ideally be in the font size of 16-20 points and your profile title should be in the font size of 14-16 points .
• Do not mention unnecessary information in the personal information section of your resume. Brief documentation of your mobile number, email ID & location is more than enough.
• Use the city/state code format to illustrate your location for job applications in your country of residence and use the city/country code format to illustrate your location if you are looking for job opportunities in other countries.
• Don't use paragraphs to showcase your roles & responsibilities. Instead, use one-liner points and use the STAR format and grouping & highlighting to make these points more visible and impactful.
• Begin each one-liner point with a power verb.
• Only write a help desk technician resume objective if you have less than 3 years of work experience.

This brings us to the end of this blog.

Follow the guidelines we have outlined in this blog to write an impeccable computer support technician resume or help desk analyst resume.

The technical support resume samples that we have attached in this blog have done a fantastic job of illustrating what each section should look like. Go back and evaluate it to know what it should look like.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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4 Desktop Support Resume Examples - Here's What Works In 2024

Computers went mainstream in the 80s and have become vital components of operational efficiency. in this digital era, organizations rely on computers to run virtually all functions. so as the digital space keeps growing in size and complexity, it’s logical that the demand for skilled desktop support staff will also increase. however, the journey to getting into these roles starts by writing a powerful desktop support job resume outlining your skills and expertise. here is how to do it..

Computers, laptops, and tablets have become mainstays in organizations and homes. The first-ever PCs hit the market in 1974, and by 2000, more than half of U.S. households had a computer. Data from various industry reports suggest that computer ownership is rapidly approaching saturation among American homes, with 95.2% owning at least one computer.

Computers perform a wide range of functions, making them integral to everyday life. While most people can carry out basic functions using these digital electronic machines, they will likely need technical support occasionally when things get a little complicated. This is where desktop support professionals come into the picture. These are usually IT professionals with above-average technical knowledge of software systems and computer hardware. Desktop support chiefly deals with desktop or laptop issues. Their roles and responsibilities mainly fall into:

• Operational management
• Acquisition and deployment
• Strategy and planning

The minimum academic requirement for desktop support roles is a Bachelor’s degree in Computer Science or a related field. In some cases, a high school diploma or an Associate’s degree may be acceptable, especially for candidates with solid backgrounds in technical systems and hands-on knowledge. Top in-demand certifications in 2023 include:

• CompTIA Network+
• Google IT Support Professional Certificate
• Cisco Certified Network Associate (CCNA)
• Information Technology Infrastructure Library (ITIL)
• Microsoft certifications – Modern Desktop Administrator Associate, Azure Solutions Architect, etc.

Overall employment of desktop supports is projected to grow by 9% from 2020 to 2030 . This translates to an average of 70,400 jobs every year. So, this is undoubtedly a vibrant industry with good job security.

Desktop Support Resume Templates

Jump to a template:

• Desktop Support Representative
• Desktop Support Analyst
• Desktop Support Specialist
• Desktop Support Engineer

Jump to a resource:

• Keywords for Desktop Support Resumes

Desktop Support Resume Tips

• Action Verbs to Use
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 4: Desktop Support Representative Resume Example

This professional is also a customer service representative. They are mainly responsible for customer and client queries, complaints and inquiries. They are usually the first contact point with customers whenever an issue crops up and for introductory information. In some cases, they can perform proactive maintenance and other technical assistance. This desktop support representative resume example highlights the applicant’s core duties and responsibilities throughout their career. Being a highly technical field, the resume has a separate skills section that showcases the applicant’s skill set. All of these are built on a solid Computer Information Technology educational background.

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Tips to help you write your Desktop Support Representative resume in 2024

   summarize your key strengths/achievements in desktop support using a resume summary.

Hiring managers do not have enough time to go through entire resumes. So they mostly skim through in under 8 seconds as they look for the ideal candidate. Therefore, condense your key achievements and strengths in the resume summary where they can’t be missed. Keep it short and precise, 3-4 sentences. Notice how this applicant captures their expertise in Windows OS in the resume summary.

   Use numbers to show your impact as a desktop support representative

Numbers Don’t Lie – show the hiring manager that you’re results-oriented by quantifying your accomplishments. Use numbers and percentages when highlighting what you’ve done and achieved. For example, simply saying “Enhanced customer satisfaction and reduced costs” isn’t as impactful as “Enhanced customer satisfaction by 48% and reduced costs by an average of 37% by….”

Skills you can include on your Desktop Support Representative resume

Template 2 of 4: desktop support analyst resume example.

Support analysts analyze, repair and maintain computer software and hardware systems. They can also communicate directly with clients while responding to tickets, troubleshooting or resolving problems. In larger organizations, they may be tasked with developing and enforcing IT policies that promote the organization’s overall objectives. This desktop support analyst resume template solely focuses on the applicant’s relevant job experience. This is useful if an applicant targets a specific role and wants to match their skill set to those in the job description. Moreover, a solid academic background in Information Technology demonstrates the applicant’s foundational knowledge and ties to their career.

Tips to help you write your Desktop Support Analyst resume in 2024

   tailor your resume to the desktop support analyst job.

So you might have worked in several different desktop support roles, and it may be impractical to list everything you’ve done in your career. The standard practice is to structure your resume to focus more on the new role you’re applying for. You could feature other responsibilities that match those of the job you’re applying for. This resume effectively captures this concept.

   Focus on desktop support analyst keywords and experience only

Using technical language effectively demonstrates your expertise in the job position you’re applying for. So terms and phrases like “laptop rollout deployment,” “load sets for Windows,” “software version tracking,” “troubleshooting,” and so on makes your resume sound professional and prove you’re familiar with such concepts.

Skills you can include on your Desktop Support Analyst resume

Template 3 of 4: desktop support specialist resume example.

A desktop support specialist is an upper-tier role. The holder of this office essentially performs the functions of a desktop support analyst but on a broader scope. In addition to technical support, a desktop support specialist also offers administrative support. These professionals typically have extensive knowledge of an organization’s IT infrastructure and, therefore, oversee its maintenance. As this desktop support specialist resume template indicates, applicants for such top-tier desktop support roles must demonstrate a wealth of experience and an expansive skill set. So, the resume focuses more on these two components. The resume shows the applicant’s broader knowledge (Master’s degree in Psychology), which can be handy when working with other people and teams on projects.

Tips to help you write your Desktop Support Specialist resume in 2024

   demonstrate your coordination and organization skills.

At this level, hiring managers are more interested in applicants with people, coordination and organizational skills. These are important for cooperative teamwork, mentoring, supervision, and project management. This resume showcases the applicant’s ability to train other employees, cooperate/work with different teams, and lead projects.

   Go all out with your desktop support specialist skills

Notice how this resume template highlights many of the applicant’s technical skills. Desktop support roles are typically skill-intensive, so if you have the skills, flaunt them. For such senior positions, more skills show you have the baseline abilities to fill the position. It also shows you’re an ambitious person.

Skills you can include on your Desktop Support Specialist resume

Template 4 of 4: desktop support engineer resume example.

This professional carries out various duties, including fixing software and hardware issues, security and server problems, and customer queries and inquiries. Apart from a strong educational background, proven work experience and advanced knowledge of computers, chipsets, hardware and software systems, and peripherals are major requirements for applicants. This desktop support engineer resume example shows an applicant with extensive industry experience and an equally impressive skill set. The resume zeroes in on the recent roles and responsibilities the applicant performed in the capacity of a support engineer in other workstations. A strong educational background in Network Engineering coupled with a CompTIA A+ certification strengthens this resume significantly.

Tips to help you write your Desktop Support Engineer resume in 2024

   show impact or ability to impact the bottom line.

One of the top-selling points for applicants seeking high-profile roles like these is the ability to impact the company’s bottom line, i.e., costs and revenues. So, demonstrate how your contributions directly or indirectly led to increased revenue, reduced costs, or improved work efficiency. For example, this applicant indicates they “designed a training course that increased efficiency by 25%.” This shows they possess the expertise to identify and eradicate deadweights to boost efficiency.

   Show why you’re the ideal desktop support engineer candidate

For top-tier roles like this one, it’s vital to prove that you can handle the demands of the position. This means showing the hiring manager you have the proper academic credentials, experience, and certifications. Notice the emphasis on ‘proper.’ For example, highly valued degrees are Information Technology, Computer Networking and Computer Science. Similarly, top in-demand certifications include Citrix Certified Administrator, Microsoft Certified Systems Engineer (MCSE), etc.

Skills you can include on your Desktop Support Engineer resume

We spoke with hiring managers at companies like Intel, Dell, and IBM to understand what they look for in desktop support resumes. Based on their feedback and our own expertise, we've put together the following tips to help your resume stand out. By focusing on the specific skills and experiences that matter most in this field, you can create a resume that will catch the attention of top employers.

   Highlight your technical skills

Employers want to see that you have the specific technical skills needed for the job. Be sure to include:

• Operating systems you're proficient in, such as Windows, Mac OS, and Linux
• Software you're experienced with, like Microsoft Office, Adobe Creative Suite, and antivirus programs
• Hardware you can troubleshoot and repair, such as printers, scanners, and mobile devices

Don't just list the skills though. Provide specific examples of how you've used them, such as:

Resolved 50+ user tickets per week, troubleshooting issues with Windows 10, Microsoft Office, and HP printers

   Show your customer service experience

Desktop support is as much about helping people as it is about fixing computers. Hiring managers want to see that you have strong customer service skills. Highlight any experience you have working directly with customers or end-users, even if it's from a different industry.

For example:

• Provided friendly and patient technical support to 100+ users per day in a busy call center environment
• Consistently met or exceeded customer satisfaction targets, maintaining a 95%+ rating

Avoid generic statements like:

• Good communication skills
• Works well with others

   Quantify your impact

Where possible, use numbers to show the impact you've had in previous roles. This helps employers understand the scope of your experience. For example:

• Managed a fleet of 500+ Windows PCs across 3 offices
• Implemented a new ticketing system that reduced average resolution time by 25%
• Created a self-service knowledge base that decreased support requests by 15%

Avoid vague statements like:

• Handled a high volume of support tickets
• Improved efficiency of the IT department

   Include relevant certifications

Certifications show employers that you have the knowledge and skills they're looking for. Some of the most valuable certifications in desktop support include:

• Microsoft Certified Desktop Support Technician (MCDST)
• Apple Certified Support Professional (ACSP)
• HDI Desktop Support Technician

List your certifications in a separate section to make them easy for hiring managers to find. Include the full name of the certification, the issuing organization, and the date you earned it.

   Showcase your problem-solving skills

Desktop support is all about solving problems. Employers want to see specific examples of how you've troubleshot and resolved technical issues. Use bullet points to describe the problem, the steps you took to investigate, and the solution you implemented.

• Investigated reports of slow network performance, identified a malfunctioning switch as the root cause, and coordinated replacement, restoring normal speeds for 200+ users
• Diagnosed and resolved a complex software conflict that was causing frequent crashes for a critical business application, resulting in improved stability and productivity for the accounting department

   Tailor your resume to the job

Every company has different needs and uses different technology. Review the job posting carefully and customize your resume to highlight the skills and experience that are most relevant to that specific role. If the job requires experience with a particular software or operating system, make sure that's prominently featured.

For example, if the job posting mentions that the company uses Cisco networking equipment, you might include something like:

• Extensive experience troubleshooting and configuring Cisco routers and switches

Avoid using the exact same resume for every job application. A tailored resume shows the employer that you've taken the time to understand their needs and that you're a strong match for the role.

Writing Your Desktop Support Resume: Section By Section

  header, 1. put your name front and center.

Your name should be the most prominent element in your header, as it's the first thing recruiters will look for. Make sure it stands out by using a larger font size than the rest of your contact details.

• Sarah Johnson

Avoid nicknames or unprofessional email addresses that could raise eyebrows:

• Johnny "The Tech Guy" Smith
• [email protected]

2. Include essential contact information

In addition to your name, your header should include the following contact details:

• Phone number
• Professional email address
• Location (City, State)
• LinkedIn profile URL (optional)

Keep your header concise by presenting this information on a single line, separated by vertical bars or bullets. For example:

John Smith | 555-123-4567 | [email protected] | New York, NY | linkedin.com/in/johnsmith

3. Showcase your desktop support specialization

If you have a specific area of expertise within desktop support, consider highlighting it in your header. This can help catch the attention of employers seeking candidates with your particular skill set.

• John Smith, Windows 10 Migration Specialist
• Sarah Johnson, macOS Support Technician

However, avoid using generic or vague titles that don't effectively communicate your value:

• John Smith, IT Professional
• Sarah Johnson, Computer Enthusiast

  Summary

A resume summary for a desktop support role is optional, but it can be a great way to provide additional context about your experience and skills that may not be immediately obvious from the rest of your resume. It's especially useful if you're changing careers or have a lot of experience to summarize. However, avoid using an objective statement, as it's outdated and doesn't provide value to the hiring manager.

When writing your summary, focus on highlighting your most relevant qualifications for the desktop support position. Avoid repeating information that's already covered in other sections of your resume. Instead, use the summary to give a high-level overview of your skills and experience, and incorporate keywords from the job description to help your resume perform better in applicant tracking systems (ATS).

To learn how to write an effective resume summary for your Desktop Support resume, or figure out if you need one, please read Desktop Support Resume Summary Examples , or Desktop Support Resume Objective Examples .

1. Highlight your technical expertise

Emphasize your technical skills and experience that are directly relevant to the desktop support role. This can include:

• Specific operating systems (e.g., Windows, macOS, Linux)
• Hardware and software troubleshooting
• Network connectivity issues
• Remote desktop support

Experienced desktop support technician with 5+ years of experience troubleshooting and resolving hardware, software, and network issues for Windows and macOS systems. Skilled in remote desktop support, system imaging, and user training.

Avoid generic or irrelevant statements like:

• Proficient in various software applications
• Experienced in customer service

2. Demonstrate problem-solving abilities

Desktop support roles require strong problem-solving skills to diagnose and resolve technical issues effectively. Showcase your ability to think critically and find solutions in your summary. For example:

Analytical desktop support professional with a proven track record of quickly identifying and resolving complex technical issues. Adept at communicating with non-technical users and providing clear guidance to prevent future problems.

Avoid vague or cliched statements that don't provide concrete examples of your problem-solving abilities, such as:

• Excellent problem-solver
• Able to think outside the box

Instead, focus on specific instances where you demonstrated your problem-solving skills and the positive outcomes you achieved.

  Experience

When applying for desktop support roles, your work experience section needs to show that you have the technical skills and customer service abilities to excel in the role. Hiring managers want to see that you can troubleshoot and resolve technical issues, communicate effectively with non-technical users, and have experience with the specific hardware and software used in their environment.

In this section, we'll break down how to write a compelling work experience section for desktop support roles, including what to highlight and what to avoid.

1. Highlight your technical skills

Employers want to know that you have the technical chops to hit the ground running. When describing your past roles, call out the specific hardware, software, and tools you've worked with that are relevant to the job you're applying for.

• Provided technical support for Windows and Mac operating systems, including troubleshooting hardware and software issues
• Maintained and updated Dell desktops and laptops, as well as HP printers and scanners
• Supported Microsoft Office Suite, Google Workspace, and Adobe Creative Cloud applications

Avoid simply listing generic responsibilities or buzzwords without context:

• Responsible for troubleshooting technical issues
• Worked with a variety of hardware and software
• Provided end-user support

2. Show off your customer service skills

Desktop support is not just about fixing computers - it's also about working with people. Hiring managers want to see that you have the communication and interpersonal skills to effectively support end-users.

Highlight experiences where you:

• Provided friendly and professional support to non-technical users
• Clearly explained technical concepts in easy-to-understand terms
• Patiently walked users through troubleshooting steps
• Went above and beyond to ensure user satisfaction

Received positive feedback from users for friendly and patient support in resolving technical issues. Maintained a 98% customer satisfaction rating based on post-support surveys.

Whenever possible, include metrics that demonstrate the impact of your customer service skills. Did you maintain a high customer satisfaction rating, resolve issues within a certain timeframe, or receive positive feedback from users or managers?

3. Demonstrate your problem-solving abilities

At the end of the day, the primary role of desktop support is to solve problems. Employers want to see that you have strong troubleshooting and problem-solving skills.

When describing your past experience, highlight specific examples of how you:

• Diagnosed and resolved complex technical issues
• Implemented creative solutions to challenging problems
• Proactively identified and addressed potential issues before they impacted users

Troubleshot and resolved a recurring issue with the sales team's CRM system that was causing data loss and downtime. Identified the root cause as a conflict with a recently installed plugin, and worked with the vendor to develop a patch. Solution prevented an estimated $10K in lost productivity per week.

4. Highlight your achievements and impact

Whenever possible, quantify your achievements and the impact of your work. This helps hiring managers understand the scope of your responsibilities and the value you brought to your previous roles.

Some examples of achievements and metrics to include:

• Number of users or devices supported
• Average resolution time for support tickets
• Percentage of issues resolved on first contact
• Amount of downtime prevented or productivity saved through your efforts
• Positive feedback or recognition from users or management

Supported a team of 150+ users across multiple offices, managing an average of 50+ support tickets per week. Consistently exceeded SLA targets, with an average resolution time of 2 hours for critical issues. Recognized by management as a top performer on the support team.

  Education

The education section of your resume is important to showcase your academic background and training. When applying for desktop support jobs, highlight your relevant education and certifications. Follow these tips to write an effective education section that will impress hiring managers.

1. List your highest degree first

Start your education section with your highest degree, such as a bachelor's or associate's degree. If you have multiple degrees, list them in reverse chronological order.

Here's an example of how to format your degree:

Bachelor of Science in Computer Science University of ABC, City, State Graduation Date: May 2020

If you have a degree in progress, you can still include it. Just make sure to note your expected graduation date.

2. Include relevant coursework

If you're a recent graduate or have limited work experience, you can include relevant coursework in your education section. This can help demonstrate your knowledge and skills to potential employers.

Here's an example of how to list relevant coursework:

• Relevant Coursework: Network Administration, Operating Systems, Computer Hardware, Troubleshooting

However, avoid listing irrelevant or basic courses that don't relate to the desktop support role, such as:

• Relevant Coursework: English 101, History 201, Psychology 101

3. Highlight your certifications

Certifications are important in the IT field and can help you stand out from other candidates. If you have any relevant certifications, such as CompTIA A+, Network+, or Microsoft certifications, make sure to include them in your education section.

Here's an example of how to list your certifications:

CompTIA A+ Certification Issued: June 2019 Expiration: June 2022

If you have multiple certifications, list them in order of relevance or recency. You can also create a separate "Certifications" section if you have several to list.

4. Keep it concise for senior roles

If you're applying for a senior desktop support role and have extensive work experience, you can keep your education section brief. Hiring managers will be more interested in your professional experience and accomplishments.

Here's an example of a concise education section for a senior candidate:

• Bachelor of Science in Information Technology, XYZ University

Avoid listing graduation dates or irrelevant details that could lead to age discrimination, such as:

Bachelor of Science in Information Technology XYZ University, City, State Graduation Date: May 1995 GPA: 3.5/4.0 Relevant Coursework: Programming 101, Database Management

Action Verbs For Desktop Support Resumes

These are also referred to as power verbs. We recommend using them at the beginning of your sentences, where you highlight your accomplishments and experience. Try not to overuse these verbs. The rule of thumb is to use a different one for every sentence. Actions verbs add power and poise to your delivery, so use them accordingly.

For resumes for desktop support positions, you can use the following actions verbs:

• Implemented
• Investigated

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Desktop Support Resumes

Skills for desktop support resumes.

The rule of thumb when presenting your skills is to start with what the employer is looking for. So name-drop the critical skills from the job description and tailor your resume accordingly. Most organizations use keyword finders (ATS) in their resume-screening process. So ensure you don’t leave out relevant skills to help your resume pass the review stage.

Look for the most in-demand certifications and add them to your resume (if you have them!). For example, Certified Network Computer Technician (CNCT), CCNP Service Provider Operations, and Microsoft Certified Desktop Support Technician (MCDST) are among the most sought-after.

Here are other skills that you can add:

• Active Directory

Technical Support

• Troubleshooting
• Computer Hardware
• Microsoft Endpoint Configuration Manager
• Windows Server
• Software Installation
• Printer Support
• Microsoft Exchange
• Operating Systems
• Virtual Private Network (VPN)
• System Administration
• Remote Desktop
• Desktop Computers
• Service Desk

How To Write Your Skills Section On a Desktop Support Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Desktop Support Resumes

This word cloud highlights the important keywords that appear on Desktop Support job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Other administrative resumes, cloud engineer.

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• Desktop Support Representative Resume Example
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• Skills and Keywords to Add
• All Resume Examples
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• Desktop Support Cover Letter
• Desktop Support Interview Guide
• Explore Alternative and Similar Careers

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Desktop Support Engineer Resume Sample

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Work Experience

• Provide quality Tier I & II support to end-users including complex support for hardware (laptop, desktop, mobile devices), software, and applications including connectivity to network
• Assist 3rd Party vendors when issues arise
• Two (2) to three (3) years Help Desk/End User Support experience
• Demonstrable analytical capability
• High capacity for learning and highly collaborative
• Repair, install, upgrade, or reconfiguration of Laptop/Desktop hardware
• Basic understanding of help desk software for opening, documenting, closing, and follow up on service calls
• In Help Desk support, the IT Support Specialist acknowledges assigned Help Desk tickets in a timely manner. This employee resolves tickets and documents the solution in the Help Desk database using the Help Desk software
• Maintain a level of technical expertise and continually build a strong understanding of technical knowledge and current market and industry trends
• Participate in disaster recovery activities as required
• Perform capacity management and availability management activities for Front Office systems
• Act as a local point of contact in support of our Divisional IT support teams and processes
• Configure, install, monitor and maintain users' computer software and hardware devices; supports stationary and mobile workforce
• Resolve and close tickets/requests supporting end-user desktops and peripherals
• Work in partnership with members of the I.T. staff as well as other departments
• Create and maintain computer images
• In PC support and troubleshooting, the IT Support Specialist configures and deploys new PCs, troubleshoots existing PCs and peripherals, and reconfigures PCs for redistribution. This employee installs and troubleshoots departmental applications on these PCs
• In wireless support, the IT Support Specialist installs and maintains in-car computers known as Mobile Data Terminals (MDT) and installs LAN connections and docking stations in police cruisers
• MCP, CCNA, or other related certification and one year experience; or
• Efficient and effective delivery of end user computing second and third line operational support including (but not limited to): desktop and client support, desk-side delivery and desk-side training of end users and installations
• Collect and maintain accurate, detailed information about all our support requests to provide the relevant information to other support and application teams as appropriate and to facilitate service and management reporting
• Own and resolve our issues raised through the Service Desk and handle resulting incidents and service requests using agreed incident management and request fulfilment processes
• Support the investigation and diagnosis of assigned problems for workarounds and / or root causes. Proactively propose solutions to problems and implement solutions as agreed with the Manager of Desk Side Support
• Help manage our user relationships, engage with our service delivery teams and third party support providers to resolve issues and incidents as appropriate

Professional Skills

• Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Excellent collaborative skills and experience with working closely with a team
• Excellent Customer Service skills and experience supporting people in a face to face work environment
• Strong written and oral communication, and excellent customer service skills
• Demonstrated understanding of Networking skills, such as DNS and troubleshooting network connectivity issues
• Strong skills in general MS Office application troubleshooting
• Previous experience in an outsourced IT environment, with good customer facing skills

How to write Desktop Support Engineer Resume

Desktop Support Engineer role is responsible for customer, troubleshooting, technical, interpersonal, microsoft, software, analytical, documentation, mac, telecommunications. To write great resume for desktop support engineer job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Desktop Support Engineer Resume

The section contact information is important in your desktop support engineer resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Desktop Support Engineer Resume

The section work experience is an essential part of your desktop support engineer resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous desktop support engineer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular desktop support engineer position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Desktop Support Engineer resume experience can include:

• Strong organizational skills with proven ability to manage multiple concurrent priorities in a fast-paced environment
• Proven expertise in integrating with Excel plug-ins, troubleshooting broken links, effectively working with vendor technical support
• Excellent problem-solving and multitasking skills, ability to work under pressure
• Strong troubleshooting skills and networking knowledge
• Strong interpersonal/relationship-building skills & customer service values/practices
• Effective communication skills working with both IT and non-IT colleagues

Education on a Desktop Support Engineer Resume

Make sure to make education a priority on your desktop support engineer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your desktop support engineer experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Desktop Support Engineer Resume

When listing skills on your desktop support engineer resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical desktop support engineer skills:

• Clear and effective written and verbal communication skills. Excellent oral and written English skills are required
• Good communication skills both Verbal & written, as to correspond with Business users effectively
• Strong time management skills when dealing with multiple priorities
• Possess strong customer orientation and excellent interpersonal and skills
• Excellent customer relation’s skills and good phone manners
• Proven expertise in integrating with Excel plug-ins, troubleshooting broken links, effectively working with vendor

List of Typical Experience For a Desktop Support Engineer Resume

Experience for senior desktop support engineer resume.

• Demonstrate the ability to learn new technologies and technical skills quickly and effectively
• Strong customer focus, responsive to needs, Strong inter-personal skills
• Demonstrated exceptional PC and peripheral troubleshooting and break/fix skills
• Strong analytical skills in wired, wireless and VOIP technologies
• Strong Audio Visual (Zoom, telepresence, WebEx etc.) skills
• Excellent communication skills in both verbal and written Chinese
• Learn & Grow – On-going drive for learning and ability to apply new knowledge and skills

Experience For Line Desktop Support Engineer Resume

• 1) Strong Remote Desktop Support (Level 2) experience in supporting end users of global financial organization
• Experience in engineering/platform/Active Directory/Mobile support with the following technical skill sets
• Grow in your ability to communicate effectively
• 2+ experience with using imaging technologies and experience working with Active Directory
• 2nd line desktop support experience, ideally some 3rd line experience as well
• Prior desktop support experience
• Strong Remote Desktop Support (Level 2) experience in supporting end users of global financial organization

Experience For Remote Desktop Support Engineer Resume

• Understanding and/or experience of Powershell
• Strong understanding of networking equipment, wireless, VLAN and other technology
• Experience using a Help Desk Ticketing system and Knowledgebase
• Experience acting in an IT desktop support role predominantly supporting Microsoft Windows XP and Microsoft Office suite applications
• Experience working in a global support environment, raising incidents in an incident management system
• Solid understanding of basic networking and active directory principles
• Experience of supporting key areas of the business covering both desktop and laptop user environments
• Experience administering Jamf Pro/Casper and managing a Mac environment
• Experience with communications patching and knowledge of cabling technologies

Experience For IT Desktop Support Engineer Resume

• Experience with Video production and editing using Adobe Creative Suite
• Experience with Video production and editing using Adobe Creative Suite Tools or similar tools
• Demonstrated knowledge of fiscal matters including budget development, forecasting and variance analysis
• Experience with System Center Configuration Manager (SCCM) for patching management, OSD and application packaging/deployments
• Experience with establishing and managing EUC processes and procedures
• Experience providing technical support in a fast paced and constantly changing environment up to executive management level
• Two years’ experience in a technical support position providing end user computing support

Experience For Mac / Linux Desktop Support Engineer Resume

• Experience working with most recent software applications and operating systems
• Experience in end user computing technologies and support in a large scale fast moving environment (2000+ users)
• Strong understanding of trading platforms would be advantageous
• Good understanding of Windows networking (DHCP, DNS, IP)
• Strong understanding of Networking and Firewall Fundamentals

Experience For Junior Desktop Support Engineer Resume

• Experience with Ticketing systems and understanding of Support Desk
• Audio Visual troubleshooting experience for meeting rooms and company-wide Town Hall/All Hands style meetings
• Excellent working knowledge of Windows desktop OS XP professional/Windows 7 64- bit Win 10 64bit
• Excellent knowledge of Powershell scripting
• Strong working knowledge of peripherals, printers, graphics cards, network cards
• Experience providing hardware and software support for desktop/laptop on MAC/Windows OS

Experience For Colleague Systems Desktop Support Engineer Resume

• Experience with inventory tracking and maintenance
• Previous experience of supporting 100+ users in a Windows XP/7 environment
• Strong background in managing Office 365 environment
• Experience working in a desktop support environment for medium to large enterprise companies is required
• Experience working with SAAS Solutions such as Office365, SalesForce,

Experience For Apple Certified & Windows Desktop Support Engineer Resume

• Strong understanding of macOS and Mac Laptops required
• Good technical knowledge of Microsoft products including: Windows XP/7/8/10, Windows 2008, Windows 2012, Active Directory and Exchange
• Experienced in hardware troubleshooting in Desktops and laptops
• Experienced in repairing of laptop and desktop hardware
• Experience of working with a variety of Office applications
• Experience working with SCCM 2012 and above
• Strong aptitude for hardware and software troubleshooting
• Experience and understanding of Active Directory
• Effective working relations with other Capita and 3rd party resolver groups

Experience For Senior Remote Desktop Support Engineer Resume

• Install End User software (licensing validity and availability checks)
• Strong knowledge of provisioning users accounts and emails based on Office O365 environment
• Hands-on experience in resolving Windows 7/10 issues
• Hands-on experience troubleshooting all types of Windows OS issues
• Experience in large computing environment

Experience For Field Engineer / Desktop Support Engineer Resume

• Experience understanding of Windows Active Directory architecture - groups, users, GPO, and related services
• Experience working with Windows 7 and Windows 10
• The ability to communicate to End Users with a wide variety of IT experience is essential together with understanding and responsibility for their issues
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Windows 10, iOS, OSX, Office 365 applications and Cloud
• Enthusiastic team worker - proven ability of working in a successful and flexible team
• Hands-on experience with troubleshooting in cloud deployments (AWS)

List of Typical Skills For a Desktop Support Engineer Resume

Skills for senior desktop support engineer resume.

• Have good troubleshooting, installation and problem solving skills
• Problem-solving skills demonstrating a directed, methodical, cost-effective, data-driven approach
• Solid skills at playing Quake III
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
• Excellent troubleshooting skills and able to multi-task
• Strong inter-personal and communication (verbal and written) skills
• Good communicator (in both english written and verbal skills)
• Able to manage time effectively and set priorities appropriately

Skills For Line Desktop Support Engineer Resume

• Strong Microsoft Office 2007-2016 support skills
• Strong diagnostic capabilities and problem solving skills
• ) Strong interdisciplinary skills; Microsoft platforms and virtualizations
• Strong Microsoft Office 2010-2016 support skills
• A team player with excellent people & communication skills
• Good documentation skills and the ability to produce documents to a consistent standard for all target audiences

Skills For Remote Desktop Support Engineer Resume

• Excellent troubleshooting skills on in MacOS, Windows, mobile devices, peripherals and software
• Professional, relevant examples of attention to detail and excellent customer service skills
• Strong documentation skills are required for process and procedure development
• Good clear written and verbal communication skills
• Solid telephone and remote assistance skills
• Strong written, verbal & phone skills, with ability to explain technical matters in non-technical terms
• Strong documentation skills and an attention to detail
• Excellent Customer service skills and a "can do" attitude

Skills For IT Desktop Support Engineer Resume

• Demonstrated experience in managing and supervising staff including hiring, performance management, development and counseling
• Excellent experience with creating and deploying images, scripting, building software packages and patch deployment
• Experience of handling escalations, complaints and solving problems including major incidents and high priority calls
• Good understanding of Windows networking (DHCP, DNS, IP) Hand-on experience of Active Directly in a Windows 2008 environment
• Proven experience of working within an IT support environment – offering face-to-face support would be desirable

Skills For Mac / Linux Desktop Support Engineer Resume

• Effectively resolve Workplace Technology Service Incidents and Requests keeping the customer updated at all times on progress and within SLAs guidelines
• Work effectively with other resolving agents within Desktop Services and within IT Services as a whole
• Robust 1st Line experience and 2nd line experience including
• Demonstrated knowledge and experience with Windows 7&10 , Microsoft Active Directory, Terminal server and roaming profiles
• Proven experience of working in an airport environment
• Solid Physical/Wireless networking experience
• Prior migration experience using SCCM

Skills For Junior Desktop Support Engineer Resume

• Expert diagnostic troubleshooting skills
• Communicate effectively including but not limited to presenting solutions and recommendations to management and teams
• Have skill in organising resources and establishing priorities
• Be able to communicate effectively, both orally and in writing
• Continually try to improve your technical skills
• Recognize, analyze, and effectively solve problems in a timely and organized manner
• Solid mobile development management experience

Skills For Colleague Systems Desktop Support Engineer Resume

• Good knowledge and experience supporting Citrix environment
• All calls closed to customer’s satisfaction as quickly and effectively as possible, with regular updates provided during resolution of long calls
• Demonstrated experience in Windows technologies (DNS, AD, DHCP, IIS, SQL, Power Shell, Windows Server Update Services (WSUS)
• Demonstrated client engagement and service experience
• Provide second level support to internal and external customers to analyse and solve their computer problems as rapidly and effectively as possible
• Proven experience in hands on technical systems support
• Customer support and communication skills
• Proven experience in working on a busy customer site in an operations role
• Proven experience in supporting Windows based systems

Skills For Apple Certified & Windows Desktop Support Engineer Resume

• Strong experience with Microsoft Windows 7/8/10/2003/2008/2012 and Apple MacOs and iOS operating systems
• Good design, analytical, and problem-solving capabilities and the ability to understand the user experience
• Strong desktop hardware experience with Windows 10
• Demonstrated Experience with Office 365, Windows 7, Windows 10
• Previous customer service experience is strongly desired
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Skills For Senior Remote Desktop Support Engineer Resume

• Experience with programming in VBA, C++/C# is a strong advantage
• Use your time effectively
• Communicate effectively and courteously with colleagues and customers at all levels
• Previous desktop support administration skills required
• Good experience with Active Directory, DHCP and DNS services, WDS, WSUS, and print services
• Strong Microsoft Office / 0365 experience
• Team Lead or prior Supervisory experience recommended
• Networking and Call Center experience, especially with Cisco products
• Testing, validation and rollout of corporate images

Skills For Field Engineer / Desktop Support Engineer Resume

• Working experience with administrative proficiency in
• Ticketing experience with previous job
• Experience with Microsoft SCCM 2012 platform (including software packaging/deployment, OSD, security patching and hardware/software reporting) preferable
• Thorough experience configuring, upgrading, troubleshooting desktop and laptops computers, servers, printers, scanners and other peripheral devices
• Strong working knowledge of industry standard End User imaging and packaging
• Experience of managing and maintaining enterprise Anti-Virus solutions
• Experience supporting End User Computing devices/BYOD/Cellular devices

List of Typical Responsibilities For a Desktop Support Engineer Resume

Responsibilities for senior desktop support engineer resume.

• Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices
• Collaborate effectively with desktop support team members and other IT technicians (network and/or system engineers) to resolve and document issues
• Experience in managing workstations using SCCM for software deployments, inventory, and security patching
• Solid hardware knowledge including PC’s, mobile computing and peripherals
• Experience writing business documents, such as functional specs and result summaries, as well as communicating project/issue status
• Experience maintaining and supporting a Microsoft environment
• Excellent at PC Hardware Configuration and Troubleshooting

Responsibilities For Line Desktop Support Engineer Resume

• Strong understanding of Microsoft Windows 7/10 and Office 2013
• Experience providing support to business community users up to senior executive level
• In-depth knowledge of and experience working with MS Office Suite (2016 & Office 365), Adobe (multiple versions), and other desktop applications
• Operates in a 24/7, shifting multi-tiered environment
• Experience using standard support tools such as Bitlocker, GoToAssist, LogMeIn, Dameware etc
• Deskside experience working in a customer service environment

Responsibilities For Remote Desktop Support Engineer Resume

• Experience in troubleshooting issues in macOS, Windows, and printers
• Experience in managing mobile devices
• Experience providing first class Executive Support
• Build strong working relationships with end users to set service level expectations and align
• Desktop Support experience, supporting a team of 130+ members of staff
• Customer facing experience in a support related capacity

Responsibilities For IT Desktop Support Engineer Resume

• Experience managing Active Directory at the Organization Unit level
• Experience in troubleshooting desktop and/or application performance issues
• Prioritize incoming requests
• 4) Hands-on experience in resolving Windows 10/7 and MS Office 2007/10/13/16 issues
• 5) Good understanding of Virtualisation technology and ability to resolve issues on Virtual Desktops
• 6) Citrix Technologies awareness and experience in troubleshooting Citrix Client side issues
• ) Strong understanding of Windows Group Policy 5 yrs
• ) Strong understanding of SCCM and image deployment 3 yrs

Responsibilities For Mac / Linux Desktop Support Engineer Resume

• Knowledge and support of Microsoft Windows Operating Systems (MCP certification required or demonstrable experience)
• Infrastructure experience (Server, Networks and messaging)
• Experience of using ServiceNow or other ITSM tool
• Experience in a field services role supporting Microsoft products
• Experience within IT industry in a customer facing capacity in a technical role
• Experience working in Windows PC Support or an equivalent occupation
• Experience in supporting business IT

Responsibilities For Junior Desktop Support Engineer Resume

• Experience with Dell computer and laptops troubleshooting
• Experience Supporting Windows 10 and Mac OS
• Experience in Active Directory, especially managing group-policies
• Experience in supporting iOS devices
• Experience with imaging technologies such as Ghost, PXE Boot & Clonezilla

Responsibilities For Colleague Systems Desktop Support Engineer Resume

• General desktop support on a trade desk with light engineering experience
• Experience in troubleshooting SCCM task sequences,
• Assist with effective basic user training and new user inductions
• Hands-on experience with Windows environment and TCP/IP networking
• Experience supporting OSX and Windows workstations
• Skilled in problem-solving, with best-value solutions as the goal
• Desktop engineering experience
• Experience working with managed VoIP solutions

Responsibilities For Apple Certified & Windows Desktop Support Engineer Resume

• User perspective troubleshooting of remote access and ‘Good For Enterprise’ technologies
• 8) User perspective troubleshooting of remote access and ‘Good For Enterprise’ technologies
• Experience of working in a desktop support environment
• Strong technical expertise in Voice Communications, VOIP, audio-video and video conferencing support
• Good working knowledge of network technologies
• Good understanding and awareness of ITIL tools and processes
• Good technology understanding and awareness
• Experience in a global organization supporting multiple EUC environments

Responsibilities For Senior Remote Desktop Support Engineer Resume

• Previous working experience within the Pharmaceutical industry would be highly desired
• Experience supporting Apple iPhone an iPads in an enterprise environment
• Windows image deployment and PC refresh experience using Microsoft SCCM
• Experience of working in an IT related role within a corporate environment
• Experience of working on a Service Desk
• Experience of using IT Service Management software, preferably House on the Hill
• Experience working in Service Desk environment
• Experience Windows PC engineering and Mac OS

Responsibilities For Field Engineer / Desktop Support Engineer Resume

• Experience dealing with hardware suppliers
• Basic networking experience (TCP IP/DNS/DHCP)
• Windows PC engineering experience
• 4) Hands-on experience in resolving Windows 10/7/XP issues
• A solid understanding of LAN/WAN topologies
• Experience with Windows 7/10 operating systems

Related to Desktop Support Engineer Resume Samples

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7 Desktop Support Resume Examples for Your 2024 Job Search

Desktop Support specialists are known for their troubleshooting skills and their ability to provide solutions to complex technical issues. In the same vein, your resume should function like a well-oiled Desktop Support system, efficiently identifying and addressing the needs of potential employers. It should be clear, concise, and capable of resolving any doubts about your qualifications. In this guide, we'll explore X impressive Desktop Support resume examples to help you craft your own standout resume.

Resume Examples

Resume guidance.

• High Level Resume Tips
• Must-Have Information
• Why Resume Headlines & Titles are Important
• Writing an Exceptional Resume Summary
• How to Impress with Your Work Experience
• Top Skills & Keywords
• Go Above & Beyond with a Cover Letter
• Resume FAQs
• Related Resumes

Common Responsibilities Listed on Desktop Support Resumes:

• Troubleshooting Hardware and Software Issues: Desktop Support will diagnose and resolve any problems related to computer hardware, software, network, and peripheral equipment to ensure optimal performance.
• Installing and Configuring Software and Hardware: This includes setting up new desktop computers, installing necessary software, and ensuring that hardware components are properly connected.
• Providing Technical Support: Desktop Support will provide technical assistance to users either in person, via phone, email, or remote access.
• Maintaining Inventory: They will keep track of all the computer systems, software licenses, and other IT equipment within the organization.
• Performing System Backups and Recovery: Regularly backing up data to prevent loss in case of a system failure and recovering data when necessary.
• Implementing Security Measures: This includes installing antivirus software, setting up firewalls, and monitoring system access to ensure data security.
• Training Staff: Desktop Support may be required to train other staff members on how to use certain software or hardware, or on how to resolve minor technical issues.
• Performing System Updates and Upgrades: Regularly updating and upgrading software and hardware to ensure optimal system performance.
• Documenting IT Support Procedures: They will create and maintain documentation of all IT support procedures to ensure consistency and efficiency in service delivery.
• Monitoring System Performance: Regularly checking the performance of the computer systems and networks, and taking necessary actions to improve efficiency.
• Liaising with Vendors: Desktop Support

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Desktop Support Resume Example:

• Implemented a proactive hardware and software monitoring system, reducing downtime by 25% and increasing overall system availability by 20%.
• Collaborated with cross-functional teams to successfully migrate the organization's email system to a cloud-based platform, resulting in improved email performance and a 30% reduction in maintenance costs.
• Developed and delivered training sessions to educate staff on best practices for data security, resulting in a 50% decrease in security incidents and improved overall data protection.
• Managed the implementation of a new ticketing system, resulting in a 40% reduction in response time and improved customer satisfaction scores by 15%.
• Collaborated with vendors to negotiate and implement cost-effective hardware and software solutions, resulting in a 20% reduction in IT expenses.
• Developed and implemented a comprehensive disaster recovery plan, ensuring business continuity in the event of a system failure and reducing potential data loss by 80%.
• Implemented a centralized software deployment system, reducing deployment time by 50% and improving overall efficiency in software updates.
• Developed and executed a system upgrade plan, resulting in improved system performance and a 30% reduction in system crashes.
• Collaborated with cross-functional teams to successfully migrate the organization's file storage system to a cloud-based platform, resulting in improved accessibility and a 25% reduction in storage costs.
• Proficiency in hardware and software monitoring systems
• Ability to collaborate with cross-functional teams
• Knowledge of cloud-based platforms
• Data security best practices
• Training and education delivery
• Ticketing system management
• Vendor negotiation skills
• Disaster recovery planning
• Centralized software deployment
• System upgrade planning
• File storage system migration
• Cost reduction strategies
• Business continuity planning
• Customer service skills
• IT project management
• Proficiency in IT troubleshooting
• Knowledge of data protection protocols
• Ability to implement cost-effective IT solutions
• Understanding of system performance optimization
• Proficiency in remote desktop support tools
• Knowledge of network configuration and management
• Understanding of cybersecurity principles
• Familiarity with IT service management frameworks
• Ability to work under pressure and meet deadlines
• Strong problem-solving skills
• Excellent communication skills.

Desktop Support Engineer Resume Example:

• Implemented a proactive monitoring system for desktop computers, reducing downtime by 25% and improving overall system performance.
• Developed and delivered training sessions to end users on best practices for software usage, resulting in a 20% decrease in support tickets related to user errors.
• Collaborated with the IT security team to implement and enforce security policies, ensuring compliance with industry regulations and reducing the risk of data breaches.
• Managed the deployment of a new ticketing system, resulting in a 30% increase in ticket resolution efficiency and improved customer satisfaction ratings.
• Developed and implemented a standardized process for computer setup and configuration, reducing setup time by 20% and improving consistency across the organization.
• Provided technical expertise and guidance during the company's migration to a new operating system, ensuring a smooth transition and minimizing user disruptions.
• Implemented a data backup and recovery solution, reducing data loss incidents by 40% and improving data availability for end users.
• Collaborated with the network team to troubleshoot and resolve network connectivity issues, resulting in a 15% decrease in network downtime.
• Developed and maintained documentation for hardware and software configurations, improving knowledge sharing and enabling faster troubleshooting.
• Proactive system monitoring
• Training development and delivery
• IT security policy implementation
• Compliance with industry regulations
• Computer setup and configuration standardization
• Technical expertise in operating system migration
• Data backup and recovery solutions
• Network troubleshooting and resolution
• Hardware and software configuration documentation
• Knowledge sharing and troubleshooting
• Project management
• Problem-solving skills
• Technical writing
• Understanding of data privacy standards
• Proficiency in desktop management and remote control technologies
• Ability to work in a team environment
• Strong communication skills.

Desktop Support Specialist Resume Example:

• Implemented a proactive monitoring system for hardware and software issues, reducing downtime by 25% and improving overall system performance.
• Collaborated with cross-functional teams to successfully migrate the company's computer systems to a new network infrastructure, resulting in a 30% increase in network speed and stability.
• Developed and delivered training sessions to educate users on best practices for data security, resulting in a 20% decrease in security breaches and improved user awareness.
• Managed the deployment of a new ticketing system, improving response time by 40% and increasing customer satisfaction scores by 15%.
• Implemented a software inventory management system, reducing software licensing costs by 20% and ensuring compliance with licensing agreements.
• Provided technical expertise and guidance during the company's transition to remote work, ensuring seamless connectivity and productivity for all employees.
• Developed and implemented a comprehensive system maintenance schedule, reducing system downtime by 30% and increasing overall system reliability.
• Collaborated with IT team to upgrade hardware and software across the organization, resulting in a 25% improvement in system performance and user experience.
• Streamlined the onboarding process for new employees, reducing setup time by 50% and improving user satisfaction.
• Cross-functional collaboration
• Network infrastructure migration
• User training and education
• Software inventory management
• Remote work technical support
• System maintenance scheduling
• Hardware and software upgrades
• New employee onboarding process management
• Excellent communication skills
• Technical troubleshooting
• Knowledge of IT infrastructure
• Project management skills
• Knowledge of software licensing compliance
• Ability to work in a team
• Time management skills
• Knowledge of cybersecurity principles
• Proficiency in remote desktop applications
• Familiarity with cloud computing
• Understanding of network protocols and diagnostics
• Proficiency in operating systems like Windows, Linux, and MacOS.

Desktop Support Technician Resume Example:

• Implemented a new ticketing system, resulting in a 30% reduction in response time and a 20% increase in customer satisfaction.
• Developed and delivered training programs for end-users, resulting in a 25% decrease in user error and an increase in overall system proficiency.
• Performed regular system audits and implemented security measures, resulting in a 40% decrease in security incidents and ensuring compliance with industry regulations.
• Managed the migration of 500+ user accounts to a new Active Directory domain, completing the project ahead of schedule and minimizing user downtime.
• Collaborated with cross-functional teams to implement a software asset management system, resulting in a 15% reduction in software licensing costs and improved compliance.
• Developed and executed a disaster recovery plan, ensuring minimal data loss and system downtime during critical incidents.
• Implemented a centralized patch management system, reducing patch deployment time by 50% and improving system security.
• Developed and documented standard operating procedures for troubleshooting common hardware and software issues, resulting in a 20% decrease in resolution time.
• Managed and maintained a computer inventory system, resulting in a 10% reduction in hardware procurement costs and improved asset tracking.
• Proficiency in ticketing systems
• System auditing
• Security measures implementation
• Active Directory domain migration
• Cross-functional team collaboration
• Software asset management
• Disaster recovery planning and execution
• Centralized patch management
• Troubleshooting hardware and software issues
• Standard operating procedures development
• Computer inventory management
• Knowledge of industry regulations
• Data loss prevention
• System downtime minimization
• Asset tracking
• Compliance management.

Entry Level Desktop Support Resume Example:

• Successfully troubleshooted hardware and software issues on desktop computers, resolving 95% of reported problems within a 24-hour timeframe.
• Provided technical assistance and support to users, achieving a 90% customer satisfaction rating based on post-support surveys.
• Assisted in the setup and maintenance of network infrastructure, ensuring uninterrupted connectivity for 200+ users and minimizing downtime by 20%.
• Installed and configured computer systems, peripherals, and software for a team of 50 employees, resulting in a 30% reduction in setup time and improved productivity.
• Monitored system performance and troubleshooted issues, proactively identifying and resolving potential bottlenecks, leading to a 15% increase in system uptime.
• Responded to help desk requests in a timely manner, achieving a 95% first-call resolution rate and reducing average response time by 20%.
• Diagnosed and resolved technical issues, resulting in a 25% decrease in system downtime and minimizing productivity loss for 100+ users.
• Maintained and updated software and hardware inventory, ensuring accurate tracking and reducing inventory discrepancies by 15%.
• Provided training and guidance to users on computer systems, improving user proficiency and reducing support requests by 30%.
• Proficiency in troubleshooting hardware and software issues
• Excellent customer service and communication skills
• Knowledge of network infrastructure setup and maintenance
• Ability to install and configure computer systems, peripherals, and software
• System performance monitoring and optimization
• Timely response to help desk requests
• Proficiency in diagnosing and resolving technical issues
• Inventory management skills
• Ability to provide training and guidance to users
• Knowledge of various operating systems (Windows, MacOS, Linux)
• Familiarity with remote desktop applications
• Understanding of IT security principles
• Knowledge of computer hardware components
• Familiarity with office productivity software (Microsoft Office, Google Workspace)
• Basic understanding of networking protocols (TCP/IP, DNS, DHCP)
• Ability to manage multiple tasks and priorities effectively
• Strong attention to detail
• Ability to work under pressure and meet deadlines.

IT Desktop Support Resume Example:

• Implemented a new ticketing system, resulting in a 30% reduction in response time and an improved customer satisfaction rating of 95%.
• Developed and implemented a comprehensive backup and disaster recovery plan, reducing data loss incidents by 50% and minimizing downtime during system failures.
• Led a hardware refresh project, upgrading 100% of desktops and laptops within the organization, resulting in improved system performance and a 20% decrease in user-reported issues.
• Streamlined the onboarding process for new employees, reducing setup time by 50% and ensuring a smooth transition for new hires.
• Implemented a remote desktop support solution, enabling efficient troubleshooting and reducing the need for in-person visits by 60%.
• Conducted training sessions for employees on cybersecurity best practices, resulting in a 75% decrease in security incidents and an improved overall security posture.
• Led a team in the successful migration of the company's email system to a cloud-based platform, improving reliability and reducing email downtime by 80%.
• Implemented a software asset management system, resulting in a 20% reduction in software licensing costs and improved compliance with software usage policies.
• Developed and implemented a comprehensive IT documentation system, improving knowledge sharing and reducing the time required for troubleshooting by 40%.
• Backup and disaster recovery planning
• Hardware installation and upgrading
• Onboarding process management
• Remote desktop support
• Cybersecurity training and awareness
• Email system migration
• IT documentation
• Troubleshooting and problem-solving skills
• Knowledge of IT compliance and licensing
• Ability to reduce system downtime
• Proficiency in reducing user-reported issues
• Ability to implement efficient IT systems
• Experience in reducing software licensing costs
• Ability to improve overall security posture
• Proficiency in improving system performance.

Senior Desktop Support Engineer Resume Example:

• Developed and implemented a comprehensive hardware and software troubleshooting process, reducing average resolution time by 30% and improving end-user satisfaction by 25%.
• Implemented proactive monitoring and maintenance strategies, resulting in a 20% decrease in system downtime and a 15% increase in overall system performance.
• Researched and recommended new technologies and solutions, leading to the successful implementation of a virtual desktop infrastructure (VDI) solution, reducing hardware costs by 40% and improving scalability.
• Managed the successful migration of 500 desktop computers to a new operating system, completing the project ahead of schedule and minimizing disruption to end users.
• Collaborated with cross-functional teams to implement a centralized user account management system, reducing user account creation time by 50% and improving security compliance.
• Developed and delivered technical training sessions to end users, resulting in a 30% decrease in support tickets and an increase in user self-sufficiency.
• Designed and implemented a comprehensive system backup and data recovery plan, reducing data loss incidents by 50% and ensuring business continuity.
• Identified and resolved network issues, resulting in a 25% improvement in network performance and a 20% decrease in network downtime.
• Developed and maintained documentation for system configurations, ensuring accurate and up-to-date information for troubleshooting and system maintenance.
• Advanced hardware and software troubleshooting
• Proactive system monitoring and maintenance
• Knowledge of virtual desktop infrastructure (VDI) solutions
• Project management and system migration
• Centralized user account management
• Technical training delivery
• System backup and data recovery planning
• Network troubleshooting and optimization
• Documentation development and maintenance
• Research and recommendation of new technologies
• Understanding of security compliance
• Ability to improve end-user satisfaction
• Ability to increase overall system performance
• Ability to improve scalability
• Ability to reduce support tickets
• Ability to increase user self-sufficiency
• Ability to ensure business continuity
• Ability to improve network performance.

High Level Resume Tips for Desktop Supports:

Must-have information for a desktop support resume:.

Here are the essential sections that should exist in an Desktop Support resume:

• Contact Information
• Resume Headline
• Resume Summary or Objective
• Work Experience & Achievements
• Skills & Competencies

Additionally, if you're eager to make an impression and gain an edge over other Desktop Support candidates, you may want to consider adding in these sections:

• Certifications/Training

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Desktop Supports:

Desktop support resume headline examples:, strong headlines.

• Experienced Desktop Support Specialist with a proven track record of resolving complex technical issues and providing exceptional customer service
• Results-oriented Desktop Support Technician skilled in troubleshooting and resolving hardware and software problems, ensuring minimal downtime for end-users
• Proactive Desktop Support Analyst with expertise in implementing and maintaining IT infrastructure, optimizing system performance, and delivering efficient technical support to users

Why these are strong:

• These resume headlines for Desktop Supports are strong because they highlight the key skills and qualities that hiring managers look for in these professionals. The first headline emphasizes the candidate's experience and ability to handle complex technical issues while providing excellent customer service. The second headline showcases the candidate's results-oriented approach and their ability to quickly resolve hardware and software problems. The third headline highlights the candidate's proactive nature, expertise in IT infrastructure, and their ability to optimize system performance and provide efficient technical support.

Weak Headlines

• Experienced Desktop Support Specialist with Technical Troubleshooting Skills
• Desktop Support Technician Proficient in Hardware and Software Installation
• IT Support Professional with Strong Customer Service and Problem-Solving Abilities

Why these are weak:

• These resume headlines need improvement for Desktop Supports as they lack specificity and fail to highlight the unique value or achievements of the candidates. The first headline mentions experience and technical troubleshooting skills, but it doesn't provide any context or measurable results, such as the number of issues resolved or the complexity of the problems solved. The second headline mentions proficiency in hardware and software installation, but it doesn't showcase any certifications or specific software expertise that could make the candidate stand out. The third headline mentions customer service and problem-solving abilities, but it lacks any specific examples or metrics to demonstrate the candidate's effectiveness in these areas.

Writing an Exceptional Desktop Support Resume Summary:

Resume summaries are crucial for Desktop Supports as they provide a concise and impactful way to showcase their skills, experience, and unique value proposition. An effective summary can immediately grab the attention of hiring managers, setting the tone for the rest of the resume and positioning the candidate as an ideal fit for the role.

For Desktop Supports specifically, a well-crafted resume summary should emphasize their ability to provide technical support, troubleshoot hardware and software issues, and ensure smooth operations of desktop systems.

Key points that should be conveyed in a resume summary for Desktop Supports include:

Technical Expertise: Highlight your proficiency in desktop support technologies, operating systems, and software applications. Mention any certifications or specialized training that demonstrate your technical skills and knowledge.

Problem-Solving Skills: Emphasize your ability to analyze and resolve technical issues efficiently. Showcase your experience in troubleshooting hardware and software problems, diagnosing network connectivity issues, and providing timely solutions to end-users.

Customer Service Orientation: Desktop Supports play a crucial role in providing excellent customer service. Highlight your ability to communicate effectively with end-users, understand their technical needs, and provide friendly and efficient support. Showcase any experience in managing helpdesk tickets, providing remote assistance, or delivering in-person support.

Collaboration and Teamwork: In a desktop support role, collaboration with other IT teams and departments is essential. Highlight your experience in working collaboratively with colleagues, IT administrators, and network engineers to ensure seamless operations and resolve complex technical issues.

Attention to Detail: Mention your strong attention to detail and ability to document technical procedures, troubleshooting steps, and resolutions accurately. Showcase any experience in maintaining inventory records, tracking software licenses, or managing hardware assets.

Adaptability and Learning Agility: Desktop support professionals need to stay updated with the latest technologies and industry trends. Highlight your ability to quickly learn new systems, adapt to changing environments, and proactively seek opportunities for professional growth.

To create an impactful resume summary, carefully select the key points that align most closely with the specific requirements of the Desktop Support role you are applying for. Remember, your resume summary will be one of the first things that hiring managers will see, so make sure it effectively showcases your skills and experience in desktop support.

Desktop Support Resume Summary Examples:

Strong summaries.

Results-driven Desktop Support professional with 5 years of experience providing technical support and troubleshooting for diverse hardware and software systems. Proven track record of delivering exceptional customer service and resolving complex technical issues, resulting in a 20% increase in user satisfaction ratings.

Detail-oriented Desktop Support specialist with expertise in managing and maintaining large-scale IT infrastructures. Skilled in diagnosing and resolving hardware and software issues, optimizing system performance, and implementing effective security measures. Strong communication and problem-solving abilities, consistently ensuring minimal downtime and maximizing user productivity.

Customer-focused Desktop Support technician with a solid background in providing end-user support and training. Proficient in troubleshooting and resolving software and hardware problems, as well as configuring and deploying new systems. Known for delivering prompt and efficient technical assistance, resulting in a 15% reduction in average ticket resolution time.

• These resume summaries are strong for Desktop Supports as they highlight the candidates' relevant experience, technical skills, and customer service abilities. The first summary emphasizes the candidate's track record of delivering exceptional customer service and resolving complex technical issues, showcasing their ability to improve user satisfaction. The second summary highlights the candidate's expertise in managing and optimizing IT infrastructures, demonstrating their ability to ensure system performance and security. Lastly, the third summary focuses on the candidate's customer-focused approach and their success in providing efficient technical assistance, indicating their ability to reduce ticket resolution time. Overall, these summaries effectively showcase the candidates' qualifications and potential value to hiring managers.

Weak Summaries

• Desktop Support professional with experience in troubleshooting hardware and software issues, seeking a challenging role to utilize my technical skills and provide excellent customer service.
• Experienced Desktop Support specialist with a strong background in Windows and Mac environments, looking for an opportunity to apply my knowledge and problem-solving abilities to ensure smooth IT operations.
• Desktop Support technician with a focus on delivering timely and efficient technical support to end-users, committed to resolving issues and improving system performance to enhance user experience.
• These resume summaries need improvement for Desktop Supports as they lack specific details about the candidates' accomplishments, technical expertise, and the impact they have made in previous roles. The summaries provide a general overview of the candidates' skills and goals, but do not highlight any quantifiable results or specific examples of successful troubleshooting, system improvements, or customer satisfaction. Adding specific achievements and measurable outcomes would make the summaries more compelling to hiring managers.

Resume Objective Examples for Desktop Supports:

Strong objectives.

Highly motivated and detail-oriented aspiring Desktop Support professional, seeking an entry-level position to utilize my strong technical skills and problem-solving abilities to provide efficient and effective support to end-users, ensuring optimal system performance and user satisfaction.

Recent graduate with a degree in Computer Science and a passion for troubleshooting and resolving technical issues, eager to apply my knowledge of hardware and software systems to provide exceptional Desktop Support services, contributing to the smooth operation of an organization's IT infrastructure.

Goal-driven and customer-focused individual with a solid foundation in IT support and a track record of delivering timely solutions, seeking a Desktop Support position to leverage my expertise in diagnosing and resolving hardware and software problems, ensuring uninterrupted workflow and minimizing downtime for end-users.

• These resume objectives are strong for up and coming Desktop Supports because they highlight the candidates' motivation, relevant skills, and educational background. The first objective emphasizes the candidate's technical skills and problem-solving abilities, which are crucial for providing efficient support to end-users. The second objective showcases the candidate's degree in Computer Science and their passion for troubleshooting, demonstrating their commitment to the field. Lastly, the third objective emphasizes the candidate's customer-focused approach and their ability to deliver timely solutions, making them a valuable asset in ensuring uninterrupted workflow for end-users.

Weak Objectives

• Seeking a Desktop Support position where I can utilize my technical skills and contribute to the success of the organization.
• Motivated Desktop Support professional with experience troubleshooting hardware and software issues, seeking an opportunity to further develop my technical expertise and provide exceptional IT support.
• Recent graduate with a passion for technology and a strong foundation in desktop support, looking for a challenging role where I can apply my knowledge and continue to learn and grow in the field.
• These resume objectives need improvement for up and coming Desktop Supports because they lack specificity and fail to highlight the unique value or skills the candidates possess. The first objective is generic and does not provide any information about the candidate's background, specific technical skills, or the industries they are interested in. The second objective mentions some experience in troubleshooting, but it does not mention any specific achievements or areas of expertise that would make the candidate stand out. The third objective, although it mentions a passion for technology and a strong foundation in desktop support, does not elaborate on the candidate's specific skills or any particular area of desktop support they are interested in, which would make their profile more appealing to potential employers.

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Speed up your resume creation process with the resume builder. generate tailored resume summaries in seconds., how to impress with your desktop support work experience:, best practices for your work experience section:.

• Highlight your technical skills and expertise in desktop support, including knowledge of operating systems, hardware, software, and troubleshooting techniques.
• Showcase your experience in providing excellent customer service and resolving technical issues in a timely manner.
• Quantify your achievements by including metrics such as the number of tickets resolved per day or the percentage of customer satisfaction ratings received.
• Describe your ability to prioritize and manage multiple tasks simultaneously, emphasizing your strong organizational and time management skills.
• Demonstrate your collaboration and teamwork skills by sharing examples of working with other IT teams or departments to resolve complex technical issues.
• Mention any certifications or specialized training you have completed in desktop support or related areas, such as ITIL or CompTIA A+.
• Include any instances where you have successfully implemented new technologies or improved existing systems to enhance efficiency and productivity.
• Highlight your ability to communicate technical information effectively to non-technical users, showcasing your strong interpersonal and communication skills.
• Provide examples of your problem-solving abilities, including instances where you have identified root causes of technical issues and implemented effective solutions.
• Use industry-standard terminology and avoid excessive technical jargon to ensure your resume is easily understood by HR, recruiters, and hiring managers.

Example Work Experiences for Desktop Supports:

Strong experiences.

Provided technical support to over 200 employees, resolving hardware and software issues in a timely manner and maintaining a 95% customer satisfaction rating.

Implemented a new ticketing system, resulting in a 30% reduction in response time and improved tracking and resolution of support requests.

Conducted training sessions for new employees on desktop support best practices, resulting in a 50% decrease in support tickets from new hires within the first month.

Led a team of desktop support technicians in a large-scale office relocation project, ensuring seamless transition of technology infrastructure and minimizing downtime for employees.

Developed and implemented standardized desktop imaging and deployment processes, reducing deployment time by 40% and improving consistency across the organization.

Collaborated with IT security team to implement and enforce security protocols, resulting in a 25% decrease in security incidents and improved data protection.

• These work experiences are strong because they demonstrate the candidate's ability to provide excellent technical support, improve efficiency and productivity, and contribute to the overall security and stability of the organization's technology infrastructure. The quantifiable achievements and specific actions taken showcase the candidate's skills in problem-solving, project management, and collaboration, which are highly valued in desktop support roles.

Weak Experiences

Assisted end-users with troubleshooting and resolving hardware and software issues.

Provided technical support for desktop systems, including installation, configuration, and maintenance.

Documented and tracked support tickets to ensure timely resolution of issues.

Conducted basic network troubleshooting and resolved connectivity issues for end-users.

Assisted in the deployment and setup of new desktop systems and peripherals.

Collaborated with team members to develop and update technical documentation.

• Provided remote support to end-users, resolving software and hardware problems via phone and remote access tools.
• Assisted in the management and maintenance of inventory for desktop systems and peripherals.
• Assessed and resolved user access and permissions issues for various applications and systems.
• These work experiences are weak because they lack specific details about the impact of the individual's work and the outcomes achieved. They also lack quantifiable results and strong action verbs. To improve these bullet points, the candidate should provide specific examples of successful troubleshooting, highlight any efficiency improvements or cost savings achieved, and use more powerful action verbs to showcase their skills and contributions.

Top Skills & Keywords for Desktop Support Resumes:

Top hard & soft skills for desktop supports, hard skills.

• Troubleshooting and Problem Solving
• Hardware and Software Installation
• Operating System (OS) Support (e.g., Windows, macOS, Linux)
• Network Configuration and Troubleshooting
• Active Directory Management
• Remote Desktop Support
• Hardware and Software Upgrades
• Backup and Disaster Recovery
• Virus and Malware Removal
• Printer and Peripheral Device Support
• Patch Management
• IT Asset Management

Soft Skills

• Technical Troubleshooting and Problem Solving
• Customer Service and Support
• Communication and Interpersonal Skills
• Attention to Detail and Accuracy
• Time Management and Organization
• Adaptability and Flexibility
• Patience and Empathy
• Analytical Thinking and Decision Making
• Collaboration and Teamwork
• Documentation and Reporting
• Prioritization and Multitasking
• Continuous Learning and Self-Development

Go Above & Beyond with a Desktop Support Cover Letter

Desktop support cover letter example: (based on resume).

As a Desktop Support professional, you understand the importance of attention to detail and providing exceptional customer service. Just like how you go the extra mile to ensure your clients' satisfaction, pairing your resume with a well-crafted cover letter can significantly enhance your chances of securing an interview and ultimately landing your dream job. A cover letter is not just an additional document; it is an extension of your resume that allows you to showcase your unique skills and experiences in a more personalized and compelling manner. Here are some compelling reasons why you should submit a cover letter as a Desktop Support professional:

Personalize your application: A cover letter gives you the opportunity to address the specific needs and requirements of the company you are applying to. By tailoring your cover letter to the organization, you can demonstrate your genuine interest in the role and showcase your understanding of their unique challenges and goals.

Highlight your technical expertise: While your resume provides a summary of your technical skills, a cover letter allows you to delve deeper into your experience and highlight specific projects or accomplishments that are directly relevant to the Desktop Support role. This gives you the chance to showcase your expertise and demonstrate how you can add value to the organization.

Showcase your problem-solving abilities: Desktop Support professionals are often faced with complex technical issues that require quick thinking and problem-solving skills. In your cover letter, you can share specific examples of how you have successfully resolved challenging situations, showcasing your ability to troubleshoot and find innovative solutions.

Demonstrate your communication skills: Effective communication is crucial in the field of Desktop Support, as you often need to explain technical concepts to non-technical individuals. Your cover letter provides an opportunity to showcase your written communication skills, ensuring potential employers that you can effectively convey information and build rapport with clients and colleagues.

Stand out from the competition: While some applicants may choose not to submit a cover letter, taking the time to craft a well-written and tailored cover letter sets you apart from the competition. It shows that you are willing to go the extra mile and that you are genuinely interested in the position, increasing your chances of being noticed by hiring managers.

Share your passion for the role: A cover letter allows you to express your enthusiasm for the Desktop Support field and your commitment to providing excellent service. By conveying your passion and dedication, you can leave a lasting impression on potential employers and increase your chances of securing an interview.

In summary, pairing your resume with a cover letter as a Desktop Support professional can greatly enhance your job application. It allows you to personalize your application, highlight your technical expertise and problem-solving abilities, demonstrate your communication skills, stand out from the competition, and share your passion for the role. Don't miss out on this valuable opportunity to make a strong impression and increase your chances of landing an interview.

Resume FAQs for Desktop Supports:

How long should i make my desktop support resume.

A Desktop Support resume should ideally be one to two pages in length. It is important to keep the resume concise and focused on the most relevant information for the role. Desktop Support positions typically require technical skills and experience in troubleshooting and resolving computer hardware and software issues. Therefore, it is crucial to highlight these skills and relevant work experience in a clear and concise manner. A one to two-page resume allows you to provide a comprehensive overview of your qualifications, including your technical skills, certifications, relevant work experience, and educational background. It is important to prioritize the most recent and relevant information, ensuring that it aligns with the requirements of the Desktop Support role. Remember to use bullet points and concise sentences to effectively communicate your skills and achievements. Avoid including unnecessary details or irrelevant information that may distract the reader from your core qualifications. By keeping your Desktop Support resume to one to two pages, you can present a

What is the best way to format a Desktop Support resume?

When it comes to formatting a Desktop Support resume, it is essential to present your skills, experience, and qualifications in a clear and organized manner. Here are some key points to consider: 1. Start with a professional summary: Begin your resume with a concise summary that highlights your relevant experience, technical skills, and any certifications you hold. This section should grab the attention of the reader and provide a quick overview of your qualifications. 2. Emphasize technical skills: Desktop Support roles require a strong technical background, so make sure to include a dedicated section highlighting your technical skills. This can include proficiency in operating systems (Windows, macOS, Linux), hardware troubleshooting, software installation, network troubleshooting, and any specific tools or applications you are proficient in. 3. Showcase your experience: In the work experience section, list your previous roles in reverse chronological order, starting with the most recent. For each position,

Which Desktop Support skills are most important to highlight in a resume?

When it comes to highlighting skills in a resume for Desktop Support positions, there are several important ones to consider. These skills are crucial for effectively providing technical assistance and troubleshooting to end-users in a desktop computing environment. Here are some key skills to emphasize: 1. Technical Proficiency: Showcase your expertise in operating systems (Windows, macOS, Linux), hardware components, and software applications commonly used in desktop support. This includes knowledge of Microsoft Office Suite, antivirus software, remote desktop tools, and ticketing systems. 2. Troubleshooting and Problem-Solving: Highlight your ability to diagnose and resolve hardware and software issues faced by end-users. Emphasize your experience in identifying root causes, implementing effective solutions, and providing timely resolutions to minimize downtime. 3. Customer Service: Desktop Support professionals often interact directly with end-users, so strong customer service skills are essential. Demonstrate your ability to communicate technical concepts in a clear and friendly manner, actively listen to users' concerns, and provide empathetic support. 4. Hardware and Software Installation: Mention your experience in setting up and configuring desktop computers, laptops, printers, and other peripherals. Highlight your knowledge of software installation, updates, and patch management processes. 5. Networking and Connectivity: If you have expertise

How should you write a resume if you have no experience as a Desktop Support?

When writing a resume for a Desktop Support position without any prior experience, it's essential to focus on highlighting your relevant skills, education, and any related experiences that can demonstrate your potential for success in the role. Here are some tips to help you create an effective resume: 1. Start with a strong objective or summary statement: Begin your resume with a concise statement that highlights your career goals and emphasizes your enthusiasm for entering the Desktop Support field. This will grab the attention of hiring managers and show your commitment. 2. Emphasize your technical skills: Even if you haven't worked as a Desktop Support before, you may possess technical skills that are valuable in this role. Include any relevant certifications, coursework, or projects that showcase your proficiency in areas such as operating systems, hardware troubleshooting, software installation, network troubleshooting, or customer service. 3. Highlight transferable skills: Identify and emphasize transferable skills from your previous experiences that align with the requirements of a Desktop Support role. These could include problem-solving

Compare Your Desktop Support Resume to a Job Description:

See how your Desktop Support resume compares to the job description of the role you're applying for. Our free Resume and Job Description Match tool will analyze and score your resume based on how well it aligns with the position. Here's how you can use the comparison tool to improve your Desktop Support resume, and increase your chances of landing the interview:

• Identify opportunities to further tailor your resume to the Desktop Support job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

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Desktop Engineer Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the desktop engineer job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Assist Managed Workstation Engineers as time allows for improvements to the workstation base image
• Work with product management and development leaders to help create solutions in addition to multiple KPI reporting from various tools showing end user impact
• Provide support and assistance to System Administrator(s), Network Engineer(s) and applications development staff in the delivery of End User support
• Work with product management and development leaders to help create solutions
• Developing a culture of ‘continual improvement’ for the services provided to the business
• Establish asset management system to track desktop equipment and software, including license management
• Assist in managing End User Computing related infrastructure monitoring and analysis tools and provide performance statistics, metrics and reports
• Ongoing compliance with Xerox XISO security standards. Responding to security requests
• Performs installation and testing of software products individually and/or as part of a team
• In conjunction with infrastructure, security, application development, and business teams, ensure all desktop systems are in an optimal configuration. Ensure desktop operating systems, software, and security run according to company standards
• Responsible for maintaining and updating hardware and software inventories on desktop and server equipment
• Demonstrate aptitude for continuous learning and innovative thinking
• Serves as a central point of contact for implementation, integration and completion of end user and management requests and escalation point for advanced end user support
• Manage all Video Teleconference equipment providing the site with high quality customer support including facilitation, scheduling and technical support for multiple systems
• Follows the established standards for installing, configuring and/or removing hardware or software (change control process). Contributes to the development of new enterprise standards and/or the modification of existing standards. Provides specifications for hardware such as additional disk drives, adapters, memory cards, printers, print servers and peripherals
• No management responsibility
• Competitive pay + bonus incentive, employee equity in the company, 3 weeks paid vacation plus 10 company holidays, 2 community service days, medical/eye/dental coverage, and even pet insurance!
• Assists in providing technology analysis, recommendation and business case development for client requests requiring new or enhanced products / services to ensure development of efficient systems in alignment with ADP strategic direction
• Coordinate work teams and provide technical support to team members
• Aid in the development of the strategic Desktop OS services roadmap for the next 18 - 24 months
• Partner with the IT Security Organization and the Global Security Office to establish a secure framework for Desktop OS products and solutions
• Excellent communication and interpersonal skills, a professional business manner, and ability to interact with varied audiences
• Strong technical ability
• Flexible and adaptable to change, able to manage constantly changing priorities
• Basic knowledge of Microsoft scripting Technologies and components
• Basic knowledge of Backup technologies
• Basic knowledge of Servers, Switches, Routers, and Data Center related HW
• Strong knowledge of Microsoft Windows operating systems and application suites, desktop hardware and management products
• A rounded engineer with knowledge across the infrastructure stack and the ability to work with all those they interact with
• Excellent written/verbal communication; good organization and presentation skills
• Strong analytical and problem-solving skills with attention to detail

15 Desktop Engineer resume templates

Read our complete resume writing guides

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• Provide technology design expertise, direction and consultation, in the development, integration, launch, scaling, and maintenance of new and existing Microsoft Windows and Apple MAC products
• Define the system, technical, and application architecture for Windows and MAC OS
• Define, document and communicate the overall desktop OS designs and deployment processes that meet business need in alignment with ADP strategic direction. 
• Conduct vendor and product analysis, evaluation, certification and recommendation of new or enhanced IT vendor's products and services
• Collaborate with key stakeholders to extend the use and functionality of the Desktop OS programs within ADP
• 8+ years of relevant industry experience and a proven track record of expertise with Windows and MAC OS technologies with demonstrated progression of responsibilities
• Ability to set strategic and tactical departmental level goals that align with overall IT direction
• A working knowledge of the ITIL 2011 framework is a plus
• JAMF Caspero Microsoft SCCM/OSD
• Microsoft MDT
• Windows Desktop OS (XP/7/8)

Desktop Engineer Resume Examples & Samples

• Passion for working with the latest technology such as mobile devices, desktop computers, audio video technologies, and software applications
• Experience working in an agile and iterative environment
• Excellent analytical skills $
• Degree in Computer Science or a closely related field
• An understanding of the investment industry
• A+, Network+, MCITP, MCSE certifications
• Experience with Exchange, SharePoint and Active Directory
• Help define the future direction of the company in terms of scope and technology
• Cover trading times
• Support and maintain the company's desktop infrastructure
• Desktop & Trade Floor support experience working in a major financial institution within a dynamic operational support environment
• Trading floor or experience in high pressure environments
• Windows 7 / XP Operating systems
• Office 2010, 2007, 2003 including custom built excel add-in support
• Video conferencing platforms and end user support
• Deployment tools (SCCM, Altiris or similar)
• Desktop Anti virus products
• Market Data experience in particular Bloomberg
• Networking technologies and desk level patching
• HP Desktop Hardware products and support
• Pride and attention to detail
• Avaya Telephony skills
• Polycom video Conferencing
• NEC monitor support
• Hyper-v Vdi Support
• 5+ years of experience with the following
• Desktop/Endpoint Engineering experience in an large enterprise environment
• Implementing or administering Microsoft SCCM
• Administering WSUS/SUP in a diverse enterprise environment
• Experience with Application Virtualization/Publishing and VDI
• Experience with McAfee ePO policy creation and management
• 6+ years of IT knowledge and demonstrated hands-on experience and/or training in desktop engineering and administration (Windows 7)
• Bachelor's Degree in Business, Engineering, Computer Science, Information Systems, or Social Science
• Experience packaging desktop applications for remote distribution using enterprise tool (i.e. SCCM, WSUS, LANRev…)
• Demonstrated ability to communicate orally and in writing
• Enterprise Software Distribution product(s)
• Previous experience with ITIL Ticket Management System, Mobile Device Management, Active Directory Management (ADM), and Public Key Infrastructure
• ITIL foundations certification or ability to obtain certification within 3 months
• Scripting ability
• Working knowledge of SysAid

Am Desktop Engineer / Packager Associate Resume Examples & Samples

• Clear focus on managing client assets and delivering strong risk-adjusted returns
• More than 650 investment professionals providing over 200 different strategies spanning the full spectrum of asset classes, including equity, fixed income, cash liquidity, currency, real estate, hedge funds and private equity
• Leadership positions in America, U.K., Continental Europe, Asia, and Japan
• Packaging and deployment of unattended application installations for desktops/laptops/virtual computers/Citrix servers within a large scale multi-site global SMS/SCCM and Symantec SWV environment
• Testing, planning and successfully implementing firm-wide initiatives in the EUT space. This includes all firm wide desktop software upgrades, installs, new technologies, etc
• Automation of engineered scripted solutions to address configuration issues or desired results
• Application and Operating System lifecycle management including upgrades, patching and change control execution
• Proven time management and organizational skills with ability to work effectively in a team setting as well as independently with minimal error and guidance
• Extensive experience and knowledge of Java Runtime Environment and Java based applications
• Strong understanding of infrastructure and client side architectures, software lifecycle, and system design
• Firm understanding of software virtualization using Symantec SWV or Microsoft App-V
• In-depth knowledge of the MS Windows registry and file system security
• 3+ years working experience developing and deploying unattended operating system installations for workstations, desktops, and laptops in a large complex corporate IT environment

AM, Desktop Engineer, VP Resume Examples & Samples

• Interact with the firm's technology group - GTI - on ensuring all new EUT related products are error-free and meet the needs of the AM LOB
• Provide in-house solutions for automating, streamlining, and querying information from remote systems and databases
• Provide guidance in the operation and management of Windows desktops/laptops, thin clients, virtual machines, and related application components to ensure functionality and security of the supported desktop platforms
• Evaluate new hardware standards
• Must be able to work independently on assignments and report progress to your supervising manager
• Provide 3rd level engineering support for any issues that need escalation to the Global Engineering or requires engaging the Vendor
• Ability to work in a fast paced environment with ability to multitask and juggle priorities
• Outstanding verbal and written communication skills and the ability to communicate with all levels of associates in the organization
• Extensive scripting experience utilizing a variety of languages such as VB Script, C#, VB.NET, powershell and/or WinBatch or other programming languages
• Excellent technologist with broad understanding of Windows 7 64bit in an enterprise environment
• Strong knowledge of desktop monitoring and troubleshooting toolsets
• Experience troubleshooting and enhancing desktop security and configuration management through Group Policy Objects (GPO), in-depth experience with Active Directory and GPOs/GPPs as well as the ability to create custom policies
• Experience administering and supporting Symantec Endpoint Protection a plus
• Extensive experience in mobile space – iPad, iPhone, Android, tablets and the administration and application deployment so such devices
• Apple/Mac support experience
• Hardware upgrades and PC repairs
• Basic networking Knowledge
• Assists server team in troubleshooting client/server issues
• PC Hardware Troubleshooting (Dell Desktops)
• Customer Support
• VPN/Remote support

MAC Desktop Engineer Resume Examples & Samples

• Experience managing an enterprise Windows desktop environment with SCCM, AD or like tools
• Experience integrating and supporting Macs in an Active Directory environment
• Experience working in an Agile or Lean environment
• Experience working in an IT Service Management environment (e.g. ITIL)
• 5 or more years hands on experience with SCCM
• 5 or more years hands on experience supporting desktops deployment processes in a multi segmented, routed and firewalled enterprise network
• 4 or more years hands on experience with leveraging windows WMI in SCCM Familiarity and understanding of Active Directory and Windows GPOs
• 5 or more years hands on experience with Windows 7 and related Windows desktop operating systems Scripting skills (Powershell, WSH, Batch, etc.)
• Hands on experience enterprise system management tools
• Hands on experience with System Center 2012 R2 Configuration Manager
• Supporting utilities of the MS System Center Tools suite (SCOM, Orchestrator, Data protection manager, Virtual Machine Manager, Service Manager)
• Familiarity with App-V configuration
• Application virtualization and streaming technologies (Thinapp, App-V, Citrix XenApp, App-V, etc)
• Server 2008/2012 administration
• Active Directory administration; MDT background
• Familiarity with security technologies such as antivirus, firewalls, VPN, SSL, etc
• Follow emerging trends in the Microsoft space
• Follow emerging trends of enterprise desktop configuration space
• 4 or more years hands on experience with SCCM
• 5 or more years hands on experience supporting desktops deployment processes in a multi segmented, routed, and firewalled enterprise network
• 2 or more years hands on experience with leveraging windows WMI in SCCM Familiarity and understanding of Active Directory and Windows GPOs
• 4 or more years hands on experience with Windows 7 and related Windows
• Hands on experience with enterprise system management tools (Microsoft SCCM)
• Extensive experience creating, testing and debugging silent installations (MSI, MST, and Exe) using Flexera Admin Studio
• Extensive experience creating, testing and debugging silent installations (MSI, MST, and Exe) using Flexera Admin Studio 11.x
• Experience using VMware Workstation Extensive knowledge of Win7 operating systems Excellent communication skills (verbal and written)
• IBM Tivoli Endpoint Manager (TEM) Supporting utilities of the MS System Center Tools suite (SCOM, Orchestrator, Data protection manager, Virtual Machine Manager, Service Manager)
• Server 2012 administration
• MDT background
• Follow emerging trends in the mobile space Follow emerging trends in the Microsoft space
• IT knowledge and demonstrated hands-on experience and/or training in desktop engineering and administration
• Experience with the development and testing of desktop images and applications
• Experience using desktop management tools
• Experience packaging desktop applications for remote distribution using enterprise tool

Desktop Engineer Location Resume Examples & Samples

• Provide end-user support by participating in the Service Desk call queue. This may occur when call volumes are particularly high or staff coverage is needed (lunch, annual leaves, sick leaves, etc.)
• Monitor day to day ticket activity and proactively identify & resolve problem areas
• Point of contact for ticket escalation and prioritization
• Assist other technical teams as they operationalize new applications/tools to ensure the Service Desk is adequately prepared to support them
• Communicate the status of critical outages and manage bridge calls
• Appropriately escalate issues to leadership and other teams
• 2-4 years of experience in IT end-user support environment
• Must have strong technical background - hands-on in troubleshooting various end-user technologies (i.e. desktop, laptops, Windows OS, Active Directory, Exchange/Lotus Notes, telephone system, etc.)
• Experience working in a global MNC
• Outstanding follow-through, problem solving skills and communication skills
• Willing to be based in Tuas. Able to travel between 2 office sites in Singapore

Senior Desktop Engineer, Workplace Technology Resume Examples & Samples

• Must work closely with development groups to assess their support needs to identify and deliver the resources required to meet aggressive deadlines
• Primary contact for technical operations and support of all development environments
• Liaise with project stakeholders to establish a thorough understanding of application workflows and related event dates in order to provide proper support
• Ensure all client requests and operational problems are updated/resolved within a timely manner
• Maintain homogeneous system configurations across operating environments utilizing configuration management framework and automation
• Assist with employee on-boarding ensuring new staff is ready to work on day one
• Assist with inventory/asset management for company provided hardware and software
• Assist with audio/visual hardware setup and break down
• This is a hand’s on role requiring a deep level of technical insight and ability
• The ideal candidate will have experience working with development teams in environments with a mindset to 'get things done' leveraging common tools and frameworks
• Track record of meeting aggressive deadlines and delivering high quality support to project teams within development environments
• Experience with enterprise level networking hardware and systems a plus
• Strong knowledge of development tools and platform support (e.g. .net, HTML5, Database, Web, Mobile)
• Operating System configuration, management, and support for desktop/laptop and server (Windows, Mac, Linux)
• Strong understanding of consumer technology landscape (mobile devices, laptops, tablets, desktops, etc.)
• Extensive knowledge of Microsoft Technologies within Active Directory environments
• Application/hardware Virtualization (e.g. VMware, HyperV, Citrix)
• Networking – LAN/WAN technologies, compression appliances, Internet Proxy, cabling, cable records
• Storage – Good understanding of both local and NAS based technologies (e.g. Netapp)
• Security - Good understanding of security practices, patching strategies, firewalls
• Productivity Tools, MS Office, SharePoint, video conferencing, mobile integration, VDI/VPN, IP Telephony
• Game Consoles: Xbox One, PS4
• Mobile devices, tablets and a wide variety of devices and peripherals
• 5+ years of Pharmaceutical / Biopharmaceutical Laboratory industry experience
• Bachelor's Degree in Computer Science, Information Technology, or a related field (or equivalent)
• Knowledge of server / application administration, laboratory equipment, network concepts, and GMP validation best practices
• Ability to troubleshoot complex problems involving multiple technologies and develop solutions
• Highly organized
• Experience with Citrix administration, database administration, and application development / scripting
• Create application install packages, and wrapping applications for delivery through a software distribution infrastructure to install on Firm users computer and Citrix
• Test integrated applications against Firm standard image, software compatibility and related utilities, and hardware on production environment
• Develop, document and maintain Firm desktop image for all Firm standard PC models
• Patch desktops, laptops and Citrix in an enterprise architecture
• Coordinate with Desktop Support and local IT analyst to resolve technical problems
• Minimum level of knowledge and experience in MSI and MTs; software packaging tools; SCCM version 6 or above; App-V version 4 or above; Microsoft Windows 7 Operating Systems or Windows 8; Microsoft Office Suite version 2010 or higher; WorkSite Document Management System; Workshare Document Comparison; and Citrix XenApp and Citrix XenDesktop
• At least 2 years of standard imaging tools (Altiris Deployment, Microsoft ImageX, Symantec Ghost)
• At least 2 years of standard software packaging tools (Installshield, SCCM, Wise Packing Studio)
• Knowledge of Active Directory, Windows Group Policies, DLL Conflicts, Windows Registry, network topologies, workstation remote control
• At least 3 years of working in a technical customer service role within a hierarchical IT environment
• Bachelor’s Degree in Information Systems and/or equivalent certification (preferred)
• Microsoft Certification (preferred)
• At least 3 years of technical experience providing technical support for Microsoft Windows Operating based desktop systems (preferred)

Enterprise Systems Desktop Engineer Resume Examples & Samples

• More than 3+ years previous system administration experience on Windows server, XP, 7 & OS X operating systems in physical and virtual environments
• Experience in authoring, deploying, and support Windows and OS X images
• Experience in upgrading and managing Windows and Apple desktop and laptop hardware
• Experience with Sophos AV/Malware and Web proxy
• MS Office customization
• Able to package and deploy software for Windows in SCCM and Mac OS X in Casper
• Desktop security, encryption, and content tracking
• Active Directory administration of: OU’s, resources, security principals, DNS/name space, group policy management, schema
• Experience working in a dynamic, high-pressure production environment with a mid to large systems and storage infrastructure with multiple sites/networks
• Solid trouble shooting and problem solving skills
• Able to obtain, understand and interpret performance data
• Excellent programming/debugging skills (Shell, Perl, SQL, VBA, Powershell)
• Strong understanding of networking/routing and protocols in a distributed computing environment
• Create and maintain logs, records, diagrams and reports of any and all systems
• Exceptional communication skills, both written and oral
• Ability to multi-task and adjust priorities based on workload
• Degree in Computer Science, Engineering, or related equivalent education required
• Certifications from Apple, Microsoft, and VMware or related technology certifications are preferred

Desktop Engineer Level Resume Examples & Samples

• 3rd level Problem management requiring expert knowledge of Windows desktop operating systems, AD, Sysinternals, performance monitor, application troubleshooting, and Virtualization
• Documents small-to medium-scale projects and delivers presentations with minimal supervision
• Technical writing/documentation, reporting and training support groups within EUS
• Advanced skills and knowledge with SysInternals Suite toolset, analysis and execution
• Minimum 7+ years advanced experience with application troubleshooting
• Minimum 7+ years advanced experience with Windows client performance & monitoring analysis toolsets
• Solid Problem Management Experience
• Drive RCA and resulting actions through full conclusion
• Strong leadership skills required
• Ability to work with users' and other technicians with varying IT backgrounds
• Big Data Experience and tools
• Scripting capabilities, PowerShell, HTML, ASP.Net, JavaScript, VBScript,
• Proficiency in Python, PERL, and macro’s
• BS or higher in Engineering, Computer Science, MCSE Preferred

Senior Desktop Engineer Core Applications Resume Examples & Samples

• To manage and deliver components and solutions in the Desktop Engineering environment with a focus around the OS Build
• To ensure the build integrates with other components in the CS Client Environment and the wider Infrastructure as a whole
• Design and recommend security settings (Group Policy, etc.) to ensure a secure and robust Desktop Operating Systems
• Provide full documentation that enables the solutions to be taken through the design process through to Production deployment and operation
• Review application migration issues that have passed through the operational teams and resolutions have not been possible. Or direct interfacing with development community
• The Candidate will be involved in the optimization of the build and work in areas such as performance in the terms of speed to loading applications, overall performance, login times, policy load times, etc
• In 1-2 years opportunity to be take on more leadership for release implementations for Desktop Build and Core Applications

Senior Windows Desktop Engineer Resume Examples & Samples

• Configure, administer and provide engineering support for all PC assets(desktops, laptops, tablets)
• Participate in design and improvement projects for existing applications and products
• Develop technical partnerships with key support, architecture, and engineering teams
• Diagnose escalated 3rd Level Windows desktop issues and perform root cause analyses
• Participate in after-hours on-call rotation to provide support and Change Management coverage
• Translate business requirements into desktop hardware/software solutions, using an eye to deliver optimal user experience and keeping the environment efficient
• Minimum 2 years of hands-on experience with desktop engineering technologies REQUIRED (specified below, ie Citrix XenApp, Active Directory, etc)
• Minimum 5 years of hands-on experience with Windows 7 and Windows registry editing REQUIRED
• Familiarity with advanced third party Windows user profile management tools (e.g., Appsense)
• Experience with hardware evaluations and benchmarking
• Scripting skills (Powershell, WSH, Batch, etc.)
• Hands-on experience with enterprise system management tools (e.g., Microsoft SCCM, IBM Tivoli Enterprise Management)
• Microsoft Server 2008 / 2012 administration
• Microsoft Active Directory administration
• Follow emerging trends in the Windows Desktop space
• Preparation and specification of PC images, including OS, enterprise-wide apps, Information Security apps, business apps, and performance tuning and optimization of the Image
• Develop technical partnerships with key vendors and stay updated on trends, support, and products that impact our enterprise
• Take ownership of new technology implementations
• Produce basic project plans, root cause analysis documents and report on progress to management
• Create new, and improve existing support procedures and training documentation for operational support teams
• Focus on process optimization at engineering work intake-execution-delivery level
• Minimum 5 years of hands-on experience supporting desktops in an enterprise environment (5,000+ Devices) REQUIRED
• Proficient with Active Directory
• Hands-on experience with Citrix XenApp or other VDI technologies
• Familiarity and understanding of Windows GPO
• Familiarity with the Microsoft Installer
• Follow emerging trends in the mobile space
• Follow emerging trends in the virtualization space
• Scripting skills, Coding with Visual Basic, PowerShell

IT Desktop Engineer Resume Examples & Samples

• Location: * onsite at our Redmond, WA office
• Position Overview: *
• O This person maintains, analyzes, troubleshoots, and resolves PC hardware and software issues and identifies network problems related end users (both local and over VPN). Installs and configures PC software and hardware, and performs repairs, upgrades, and replacements as needed. Supports and maintains user account information including rights, security and systems groups. This person also tracks problem history, documents processes, problems, and resolutions using the IT helpdesk system
• Manage the escalation and follow up of faults/issues to the relevant suppliers, both internal and external for desktop related problems
• Carry out moves, adds and changes as directed
• Successfully execute on special projects
• To proactively and consistently deliver desktop services and to ensure that customers expectations are exceeded
• Active monitoring of assigned global systems
• Proactive identification of issues and solutions
• Systematic investigation, analysis and reporting of results
• New system implementations
• System upgrades
• To ensure that risks relating to WDS-Xerox IT systems are minimized through active management of patches, updates and anti-virus systems to all user systems
• Install all software updates per manufacturers recommendations
• Proactive monitoring of performance of systems to minimize business risks
• Manage the deployment of new Operating systems and service packs as directed by the manufacturer
• Contribute to business continuity planning, testing and operation as it relates to software and desktop equipment
• / Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking. /

Senior Mac Desktop Engineer Resume Examples & Samples

• Design, plan and strategize regarding the desktop Apple & PC infrastructure
• Manage compliance settings, collections, clients and inventory
• Identify and remediate client-side security risks to the environment
• Enforce company IT standards and policies
• Provide technical support by creating, analyzing and/or resolving standard and escalated IT support cases
• Work with business partners to understand their technologies, procedures and operations. Recognize issues and proactively pursue solutions. Partner with users to further determine business needs and advocate for them
• Work with vendor support contacts to resolve technical problems with desktop computers, peripheral equipment and software
• Providing feedback to improve workgroup effectiveness
• Manage all aspects of basic design, coordination, and requirements gathering
• Educate our customers and business teams on what is available and the purpose of each capability
• Manage training where necessary
• Governance implementation
• Maintaining the collaboration capabilities in production
• Driving Desktop Engineering enhancements and efficiencies
• Implementing additional capabilities driven by a strategic and tactical roadmap
• Experience with both Apple and Windows centralized management tools (Jamf Casper Suite and Microsoft SCCM 2012)
• Strong working knowledge in Apple OS X 10, Windows 7 (and higher), Microsoft Office Suite 2010/2013, Active Directory, VMware vSphere, JAMF Software Server (JSS), ACLs, Directory Services, Mac OS X File, asset tracking (Service-Now), Local Area Networks, TCP/IP, WiFi
• In-depth and broad knowledge in troubleshooting regarding Apple OS X and Windows base operating systems. Proficiency in resolving compatibility problems between new versions of the operating system and/or software applications
• Can develop new documentation, support processes, and standard operating procedures AND can clearly write them down for others to use
• Strong experience in building software installations and packages in both Apple (Casper Composer) and Windows (MSI Studio/Wise Studio) environment
• Understands software deployment processes leveraging JAMF Casper Suite and SCCM 2012
• Experience with scripting in one or more languages (Bash, Perl, AppleScript, PowerShell)
• Knowledge application virtualization such as VMware Thin-app and VMware App volumes
• Experience and extensive knowledge in enterprise VDI Solutions and Virtual machine deployments (VMware VSphere, VMware View
• Able to leverage POC lab environments to systematically test changes
• Possesses CCT or Higher (Casper Certified Technician) and A+ certification
• Knows and understands Desktop encryption technology such as Fire Vault and BitLocker
• Ability to communicate effectively with both internal and external clients
• Ability to work within a global team across cultures
• Interpersonal skills to maintain and build relationships
• Skills of effective oral and written communication with ability to communicate technical information to audiences without technical knowledge
• Able to work under pressure and in an environment of rapid response
• Able to interact with business and technical partners at all levels of the organization
• Make decisions based on an accurate and complete analysis of known information, through a solid understanding of the business and its priorities, and factors both hard data and respect for people concerns into the analysis and decision making process
• Experience with configuration and management of remote access methods such as Citrix NetScaler, or Microsoft Remote Desktop Gateway. Including configuring Citrix Smart Access policies
• Familiarity with modern enterprise hypervisor technologies such as VMWare vSphere, Microsoft HyperV, and XenServer.Experience with Citrix Machine Creation Services(MCS) and Provisioning Services (PVS)
• Experience creating PowerShell scripts to leverage Citrix SDK to automate the Citrix environment
• Experience with storefront, web interface, and Citrix receiver
• Experience deploying secure remote access solutions using 2 factor authentication
• Must have comprehensive knowledge of Windows 7, Windows Server 2012 and advanced system administration
• Must have a minimum of 2 years’ professional experience with Windows Installer and Microsoft SCCM 2007
• Knowledge of or experience with Microsoft SCCM 2012 a plus (2 Years)
• Must be able to troubleshoot lifecycle of deployment process, including analyzing packaging issues and distribution failures. (2 Years)
• Experience with network monitoring tools such as Splunk, Citrix Director, Citrix Insight
• Experience with automated deployment methodologies (ZTI/LTI)

Lead Desktop Engineer Resume Examples & Samples

• Maintaining the standard enterprise workstation build procedure
• Research new technologies and conduct Proof-of-Concept testing
• Maintaining the software management system
• Maintaining all Mac applications that are hosted on the network
• Testing and certifying all new Mac applications and security compliance
• Design and develop reports/dashboards as per management request
• Packaging all new Mac applications to be distributed via the software distribution systems (Casper)
• Ensuring that all applicable Mac updates are distributed as needed
• Automating maintenance tasks through scriptingPerform advanced third-level troubleshooting and support
• Perform evaluation and validation for new software, Mac hardware platforms, PDA’s, Smart Devices, Printers, applications and operating systems

Desktop Engineer Lead-level Resume Examples & Samples

• 3rd level Problem management requiring expert knowledge of Windows desktop operating systems, AD, SysInernals, performance monitor, application troubleshooting, and Virtualization
• Anticipates trends and developments in client situation which could represent strategic opportunities or threats
• Develop automation to remediate incidents and problems
• Frequently anticipates problems and analyzes ways to mitigate risk
• Articulates the business value and impact of advanced technical and non-technical information and understands when to escalate issues
• Provides effective production support including accurate problem identification, ticket documentation and customer/vendor dialogue
• Dissects complex situations and refocuses on critical technology tasks
• Problem management (RCA & driving remediation efforts) for complicated desktop issues. In depth research will be required
• Strong experience in project execution and delivery of technical products
• Minimum of 15+ years experience with Advanced troubleshooting in MS Windows XP/7
• Knowledge of software streaming services
• Proficient in more than one specific infrastructure technology
• Advanced Automation and Reporting Experience, with a strong bias towards automated deployment and operations experiences
• Demonstrated project management/assessment
• Ability to work in a fast-paced and challenging environment
• Passion for the Client and Client Service
• Energetic leader who inspires others to the mission and cultivates partnerships
• Executive presence - ability to have voice heard and communicate with senior management
• Scripting capabilities, PowerShell, HTML, ASP.Net, JavaScript, VBScript
• Development experience in .Net, C#, MSSQL, MySQL
• 3rd level Problem management requiring expert knowledge of Windows desktop operating systems, AD, SysInernals,
• Articulates the business value and impact of advanced technical and non-technical information and understands when to
• Identify gaps and opportunities to resolve incidents and prevent them through detailed analysis of multiple data sources
• Must be able to take charge and drive solutions during high profile incidents leading teams (technical and nontechnical)
• Automation and Reporting Experience, with a strong bias towards automated deployment and operations
• Provides Level II desk side support (Windows and Mac) to all CME staff, ensuring hardware incidents beyond break/fix and Level I desktop application support incidents are completed within standard SLA’s
• Troubleshooting issues escalated from the help desk, and updating documentation
• Provides project leadership and support; Performs tasks for hardware projects, including department moves and hardware refreshes
• Provides resource assistance for technical projects and more technically intensive incidents
• Participates in asset tracking and inventory control
• Serves in process of procedural documentation
• Provides administrative functions, including writing procedural & technical documentation, inventory control, & asset tracking
• Bachelor's Degree / HND in Computer Science, Information Systems or other related discipline is required; or equivalent combination of education and relevant proven work experience that is required for the specific job level
• 1+ year’s direct experience in an IT related field providing desktop support. Working knowledge of networking hardware, including cabling, switches, Wi-Fi, and cellular
• Experience in Windows 7 and Mac OS X
• Fluent with Microsoft office applications
• Hands on with PC and printer installations and troubleshooting
• Basic understanding of audio and video equipment, including video conferencing (Cisco Video conference systems preferred)
• Understanding of SCCM, Flexera, BeyondTrust, Symantec SEP and VDI
• A+ Certification, Microsoft Technology Associate (MTA), Microsoft Certified Solutions Associate (MCSA) and/or Cisco Certified Network Associate (CCNA)
• Strong or Expert working knowledge of client technologies, such as
• 5+ years of experience with an emphasis on infrastructure/systems support
• 3+ years of experience in a Client Engineering role
• Bachelor Degree in Computer Science or Information System or equivalent desirable
• Strong understanding of customer needs and satisfaction
• Very strong analytical approach to problem solving and solution development
• Ability to communication effectively, both verbal and written
• Ability to work both independently and as part of a team environment
• Responsible for assisting with the design, installation, and management of the desktop management systems
• The position is expected to stay current on all desktop related security issues, trends, and best practices including relevant security bulletins and current events
• Testing, review and deployment of desktop security patches, virus definitions, and other security related updates
• Works with the team to ensure all firm computers have current virus and adware/spyware definitions and patches
• Handling and closure of call incidents that are escalated through to advanced team members
• Research and vendor relations relating to initial engagement, testing, and assessment of applications. Work with vendors to resolve application or platform problems
• Test and distribute new or upgraded applications and operating systems
• Configure and test workstations, laptops, and any necessary peripherals
• Support and train department staff
• Develop and document best practices, processes, and procedures related to all aspects of desktop support, software distribution, and desktop management
• Work with other teams to support projects and initiatives
• 5-7 years experience in desktop field
• Microsoft MCSE Certification preferred
• Strong working knowledge of enterprise class virus protection platforms
• Strong working knowledge of software distribution tools such as Microsoft Configuration Manager 2012, Microsoft SUS, and Altiris management platforms
• Understanding of scripting and other automation methods
• Proficient in Microsoft operating systems
• Understanding of the desktop’s role in an enterprise networked environment
• Strong verbal and interpersonal skills
• Ability to work in a teamwork/collaborative style and environment
• Must be a team-oriented person who can share information, goals, opportunities, successes and failures with the appropriate parties
• Ability to organize, plan and carry out multiple related activities
• Support over 5000 varied and globally dispersed Windows endpoints
• Maintain the Windows OS image keeping up to date through centralized SCCM deployment of monthly and ad-hoc Microsoft, Adobe, and Java patches
• Evaluate, package, test, and deploy specialized client and agent software via SCCM which is not suitable for deployment via virtualization
• Maintain global Windows System management system (SCCM), Anti-Virus (Symantec, and Rights Management (ViewFinity)
• Provide Tier 3 support and technical guidance for complex issues to peers on other IT teams

Desktop Engineer / Mac-apple Resume Examples & Samples

• Support over 1800 varied and globally dispersed Mac endpoints
• Maintain the Apple-OS image keeping up to date through centralized Casper deployment of monthly and ad-hoc Microsoft, Adobe, and Java patches
• Evaluate, package, test, and deploy specialized client and agent software via Casper which is not suitable for deployment via virtualization
• Maintain global Mac System management system (Casper), Anti-Virus (Symantec)

Desktop Engineer Mac Apple Resume Examples & Samples

• Support over 1200 varied and globally dispersed Mac endpoints
• Maintain the Apple-OS image keeping up to date through centralized Absolute deployment of monthly and ad-hoc Microsoft, Adobe, and Java patches
• Evaluate, package, and test specialized client and agent software via Absolute which is not suitable for deployment via virtualization
• Maintain global Mac System management system (Absolute)
• Minimum 10 years Mac OSX administration experience in an Enterprise Environment
• Microsoft Office 365 Suite
• Advanced Hardware, Software and Network troubleshooting
• Minimum of 5 years of systems administration experience required
• Must demonstrate excellent customer service and communication skills
• Must demonstrate ability to learn and continue learning new systems and willingness to take on additional responsibilities
• Must demonstrate ability to work both independently and cooperatively in a team as needed and follow-up towards the successful completion of assigned tasks
• Relevant vendor specific system and/or networking certification is required
• 25%. Provides strategic and technical leadership on project teams for their areas to help design access or support requirements on multiple systems cross-platform. Uses independent judgment and discretion to develop unique solutions, and/or evaluate and select between multiple and varied options to resolve issues, formulates recommendations, and implements changes for systems. Coaches junior members in conducting these assessments
• 20% Partners with clients on cross-platform systems to review and implement system access to applications or environments, ensuring compliance policies are maintained. Documents support requirements, maintains and enhances work processes in support of the business area
• 20% Provides high level client support and through escalation from junior team members for access or other support areas
• 10% Analyzes processes, trends and/or reviews, and develops or implements recommendations for changes to processes and ensures they are executed with consideration of the regulatory environment to ensure continuing compliance
• 10% Mentors and trains junior team members, on relevant procedures and provides technical guidance. Acts as backup to manager and may manage teams in the absence of a manager. Assigns work to team members as needed and monitors completion of work
• 5% Develops and recommends usage policies and procedures. Maintains security permissions and ensures compliance with established security policies and procedures and relevant regulations
• 3% Assesses new technology as it applies to business needs. Follows through on complex client service issues that involve extensive coordination with other areas of IT and the Business. Ensures parties are following through on their required action items, and manages communications and expectations with clients
• 5% Monitors team performance, spotting trends and identifying anomalies for escalation to management
• 2% Manages multiple client services processes during an outage, including multi step processes and coordination with other areas of IT and the business. Able to communicate to and notify clients of outages affecting service
• Managing complex problem resolution and service provision that requires extensive integration across different areas, getting stakeholders with diverse needs and interests to work together effectively and hold to their commitments
• Conducting complete diagnostics of the most complex business problems, factoring in a strong understanding of the technical infrastructure
• Responding effectively to incidents escalated from more junior team members, including sensitive issues and senior leadership inquiries
• Integrating across multiple IT groups to ensure effective resolution of complex issues
• Integrates and manages the diverse expectations and needs of a wide variety of stakeholders
• Possesses a very strong orientation towards client interaction and a high level of client service professionalism
• Seen by clients in the business unit(s) supported as a resource in IT for their technical solutions
• Forms productive networks with internal and external clients and the vendor community
• May provide orientation and training to new and more junior staff members on relevant processes and technologies
• Experience with Windows OSs, Windows 7 & 10, and various versions of Microsoft Office
• Image build and deployment experience using Microsoft Deployment Toolkit 2013, SCCM, or similar technologies
• Strong familiarity with networking fundamentals such as DHCP, DNS, WINS, Subnets, and VLans
• Create desktop/laptop build processes to ensure image remains stable and secure
• Working knowledge of client VPNs, Active Directory, File and folder structures
• Package software and design distribution methods to optimize end user computing across 100 remote sites
• Create and communicate systems and application standards to ensure optimized end user computing and cost effective IT support
• Provide functional and technical written evaluations of products and operating system upgrades and patches
• Perform 3rd level support while identifying root causes and strategic solutions to problems
• Work independently, prioritize work efforts, multi-task in a very fast-paced environment, provide timely and clear updates, and communicate and document solutions for 2nd and 1st level support
• Liaise directly with Business areas to research persistent performance issues and drive resolution
• Provide direction to Desktop Support techs to ensure procedures are consistently executed and meet QA standards
• Possesses advanced knowledge of standard hardware and software in the IT infrastructure, with expertise to address more complex incidents that involve multiple areas of the applications and/or infrastructure and ability to make independent decisions to deviate from standard procedures as necessary to resolve problems
• Applies in-depth knowledge of relevant regulations to ensure company compliance
• Typical candidates will possess 5-7 years of relevant experience; BA/BS degree or equivalent experience desired
• Experience in the mortgage industry
• Provides Level III desk side support to all CME staff, ensuring hardware incidents beyond break/fix and Level II desktop application support incidents are completed within standard SLA
• Provides project management for hardware projects including department moves and hardware refreshes
• Participates in asset tracking
• Provide administrative functions include writing procedural and technical documentation, inventory control auditing, & asset management
• Extensive knowledge of OSX and Windows OS
• Ability to maintain and troubleshoot VMware environment
• Understanding of Microsoft Office applications
• Ability to set up physical and soft-phones
• Ability to provide technical support to remote users
• Fluent in Korean
• Solid Technical customer service experience - will be constantly working with customers via phone and email
• Excellent verbal and written English – must explain instructions, and articulate solutions, in a readily understandable
• Take calls from customers for Second-tier technical support role dealing primarily with moderate to high complexity hardware/software troubleshooting issues escalated from the first-tier Help Desk support staff
• Work Customer Self-Service tickets to find resolutions to incidents and fulfill Service Requests
• Provide support for all mobile devices (Blackberry, iPAD, iPHONE) and remote system users (Citrix, VPN, VDI, etc.)
• Install, configure software and apply patches
• Ensure service calls from customer are addressed accurately and in a timely fashion with emphasis on customer care

Desktop Engineer, Senior Resume Examples & Samples

• 3+ years of experience with deploying software in a Windows environment
• 2+ years of experience with leadership of complex programs
• Experience with troubleshooting and resolving technical issues with operating systems
• Experience with diagnosing security patching issues
• Knowledge of Microsoft Windows 7 and 8, Mac OS, Office 365, and IBM BigFix
• Ability to provide coaching, technical guidance, and training to team members
• Experience with Symantec PGP Server Administration
• Experience with Microsoft Deployment Toolkit
• Experience with Big Bang UIU imaging
• Experience with Enterprise Encryption
• Experience with VSphere
• Experience with VM Workstation
• Experience with patching for third-party software ServiceNow or similar incident management system
• Ability to oversee multiple projects and teams to meet project milestones, schedules, and scope in alliance with best practices
• Ability to identify reoccurring issues and work with IT and business partners to remediate using the problem management process
• Ability to manage cross work-unit groups for the purpose of deploying IT solutions or promoting structured software engineering and process improvement initiatives across an enterprise, and apply best practices for IT solutions
• Ability to design deployment solutions for enterprise-wide rollouts and upgrades
• Possession of excellent oral and written communication skills to effectively manage large client accounts and multi-track project and program teams
• Certification in Microsoft Operating Systems or Engineering, including MCSE preferred

Desktop Engineer Expert Resume Examples & Samples

• 2+ years of experience in leadership of complex programs
• Experience in an enterprise IT environment
• Experience with Symantec PGP Server Administration, Microsoft Deployment Toolkit, Big Bang UIU imaging, Enterprise Encryption, VSphere, and VM Workstation
• Experience with patching for third-party software Service Now or a similar incident management system
• Ability to facilitate requirements gathering sessions and documents requirements, including conducting requirements gathering sessions, documenting requirements, and validating requirements with stakeholders as they relate to current environments and future trends
• Ability to manage cross work-unit groups for the purpose of deploying IT solutions or promoting structured software engineering and process improvement initiatives across an enterprise and applying best practices for IT solutions
• Ability to secure baseline image creation for multiple hardware configurations
• Ability to effectively manage large client accounts and multi-track project and program teams

Microsoft Desktop Engineer Resume Examples & Samples

• MCSE or MCSA certified
• 3+ years of experience required with the following
• Managed Workstation Engineer or similar role
• Strong technical understanding of hardware, drivers, Microsoft OS, software products and the software
• The need for continuing the contract is based on periodic reviews of the needs of BCUS
• Person Specification
• Experience troubleshooting Windows hardware and software issues
• Experience installing software using System Center Configuration Manager (SCCM) / Manual installation
• Experience troubleshooting SCCM agent issues
• Experience troubleshooting WMI issues on Windows XP, Windows 7
• 3+ years of experience in a Managed Workstation Engineer or similar role
• Identify trends in reoccurring tickets and focus on resolving globally. Target automated or scripted fixes instead of manual one-offs
• Recommend and provide tools to support the managed environment for tier two support personnel and software repackaging/sequencing
• Strong understanding and ability to use the following SCCM
• Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA)
• Current desktop images include XP, Win7 and MAC OS
• The use of ServiceNow for all Incident/Problem/Change records

Windows Desktop Engineer Resume Examples & Samples

• Strong and proven ability to work in the windows desktop environment and deliver enterprise solutions to scale
• In-depth knowledge of Windows Operating System and Windows productivity tools
• Experience with Active Directory, Group Policy and / or AppSense
• Knowledge about software packaging tools and technologies (e.g. InstallShield, App-V sequencer, Wise) and deployment cycle
• Good scripting skills (e.g. feel comfortable with either VBScript/Java Script /PowerShell)
• Self-motivated and strong ability take on new challenges
• Experience managing or implementing Internet or Intranet infrastructure
• Web Development experience
• Experience in programming .Net and C# applications
• Provide central IT services for key enterprise systems in a self-directed manner that is focused on meeting team goals and the goals of the IT organization
• Operational Excellence - Root Cause Analysis, process, risk reduction, security and controls, change management
• Global Awareness
• System Configuration/Management (SCCM)
• Packaging Software(Wise Package Studio, Macrovision Admin Studio, Flexera Admin Studio, InstallShiled)
• Image Creation Tools (MDT, Ghost)
• Windows Server Operating Systems (2003, 2008, 2012)
• Active Directory (GPO, Preferences, Group Membership, inclusive of MSO)
• Scripting (PowerShell, Win32, VBScript, Kixtart)

Senior.desktop Engineer Resume Examples & Samples

• Windows OS Deployment
• Perform software distribution and patch management to Windows PC’s, laptops
• Provide technical consultations and presentations to IT as needed
• Perform post-implementation 3rd level support, identifying root cause with strategic solutions to problems
• Develop, organize and maintain client standards
• Maintain relevant and current knowledge and be a leader within assigned technical fields
• Bachelor's Degree or equivalent work experience is required
• 8+ years of Desktop Technology Support experience is required
• Must have experience in a remote technical support role including hardware/software/operating systems as well as server and network experience
• Must have experience working with application packaging tools (such as Wyse Package Studio)
• Must have experience with Help Desk ticketing systems, Active Directory, scripting, software automation/distribution tools, as well as Symantec AV products
• Must have experience managing small to medium projects
• Experience with ITIL processes is a plus
• Must have a solid understanding and/or demonstrated working knowledge of PC hardware, wireless devices, printers, Group Policies and OP phones
• Must have excellent research/technical and troubleshooting skills
• Must have a solid understanding of PC applications/operating systems such as Office, Outlook, Windows, etc. in a domain/managed environment
• Must have experience with Microsoft SCCM (System Center Configuration Manager) or similar software distribution tool(s)
• Experience with Microsoft Windows 7 to Windows 10 and Windows 10 package migration
• Must have excellent oral and written communications skills
• Incumbent will be required to stand for intermittent periods of time
• The incumbent will be required to walk, reach with hands and arms, push items overhead, occasionally climb or balance, stoop, kneel, crouch or crawl
• The incumbent will also be required to talk, hear, see, read and write
• This position requires regular lifting and moving of 10-25 lbs
• Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus
• This position requires adaptability, assessing, analyzing, calculating, dependability, memorizing, good judgment, stress control, prioritization, social skills and speaking
• This position requires comprehension, organization, reasoning and decision-making, communication and mathematical ability
• Incumbent must possess the capability to understand, remember, and apply oral and/or written instructions or other information, organize thoughts and ideas into understandable terminology, prioritization of own work schedule, apply common sense in performing job duties and making decisions which have impact on immediate work unit
• Endpoint controls implementation and best practice adoption
• Interface with security and End User Support organizations within Verizon with respect to infrastructure policy, configuration, and technology
• Validating security compliance across the desktop in a global environment
• Lead efforts for technology evaluations, scoring products against the desired features and on board new technology solutions
• Continually evolve endpoint roadmap with emphasis on: endpoint security, industry best practices, NIST Cyber Security Framework, and the use and direction of other tools used to protect, predict, and maintain our endpoint environment
• Ensure technology road map and engineering activities are aligned with business needs
• Develops and maintains in depth endpoint architecture standards, frameworks and design patterns
• Acts as a subject matter expert in the technology space and has a strong understanding of the product roadmap, trends and industry practices; drives the strategic vision for the desktop space to align with the overall Technology, Business Strategy and standardization of assets
• Ensures adequate infrastructure monitoring, reporting, and alerting systems are in place. Identifies the need for new security technology solutions; designs, reviews and collaborates on the deployment of new solutions
• Research new technology involving computer hardware and software to enhance the security posture
• Solution validation and testing, ROI and deployment strategy; Interface with existing and new vendors relevant to desktop technology and security.Apply information and knowledge to an endpoint technology road map
• Bachelor’s degree or equivalent experience, Good to have MCSE Certification
• Ideal candidate will have 7-10 years combined experience in IT driving desktop management and security strategy
• Experience involving endpoint concepts; including Security, Imaging, Asset Management, Software Delivery, and Patching
• Deep understanding of endpoint operating systems - Windows, Mac, Linux
• Knowledge of methods that manage the distributed desktop environment including: platform OS, Group Policy, security deployment protecting corporate data and resources from virus, malware and hacking; etc
• Demonstrated knowledge of infrastructure security, including windows, Unix/Linux, desktop/laptop
• Experience working with Open Source OS, office productivity tools and desktop management tools is desired
• Candidate must be able to interact and provide executive level communications to VPs, SVPs and CIOs
• Possess strong communication and analytical skills
• Ability to think outside the box and challenge existing processes and technology in place
• Microsoft Deployment Technology
• Windows Desktop Operating Systems (Win7/8/10)
• Application virtualization technologies
• OS Virtualization
• Endpoint Security and DLP (Symantec)
• End user storage solutions
• Knowledge and understanding of core credential stores including; LDAP repositories, operating systems -Demonstrated knowledge on threat landscape, security threat and vulnerability management, and security monitoring and analytics

Associate / Desktop Engineer, Sofia Resume Examples & Samples

• Bachelor’s degree in computer science, information technology, or related discipline 2-3 years of experience with advanced troubleshooting of Windows Operating Systems (Windows 7 preferred) in an engineering or advanced third level support role
• Experience with Microsoft System Center Configuration Manager 2012
• Software and patch management/deployment
• OS deployment
• Configuration baselines
• Software Package Creation and Engineering knowledge
• Experience with scripting with PowerShell, VBScript is a plus
• Experience with Corporate workstation image management
• Experience with Office 365 deployment and administration
• Experience with Active Directory group policies
• Relevant Microsoft Certification is a plus
• Ability to work in a fast paced environment with a primary focus on client deliverables
• Very good verbal and written communications skills in English
• Advanced problem solving and troubleshooting skills in a team environment
• Provides expert level desk side and application support to all CME staff, ensuring hardware incidents beyond break/fix and desktop application support incidents are completed within standard SLA’s
• Leads major enterprise technical projects and department initiatives
• Participates in R&D of new technology trends, such as self-service/automation
• Ensures assets are assigned properly, working with department staff to ensure policies/procedures are followed through asset management
• Participates in technical documentation
• Provides technical guidance to lower level DEs & helpdesk staff in resolving Level II support issues
• Provides administrative functions including the development and enforcement of procedural & technical documentation, IT policy recommendations, & hardware asset management
• Application, updates, and security patch packaging for both the Mac and Windows environments
• Typically, 5+ years direct experience providing desktop support
• Strong knowledge of Windows architecture, networking hardware (cabling, switches, Wi-Fi) and Mac OS, iOS
• Strong understanding of Windows and Mac OSX. Lead or co-lead of at least 1 enterprise desktop systems administration tool
• Microsoft Certified Solutions Associate (MCSA), Cisco Certified Network Associate (CCNA), and JAMF Certification highly preferred
• Certs in 1-3 upcoming technologies (next gen Wi-Fi, Mac OS, desktop systems administration)
• Experience with software packaging, SCCM, and virtualized environments
• Bachelor’s Degree in Computer Science, or equivalent technical knowledge & experience. Appropriate certifications preferred
• Microsoft Certified System Engineer or Microsoft Certified Professional certification in the area of Enterprise Devices and Apps
• ITIL v3 Foundations Certified
• Must possess 7+ years of administration experience with SCCM and MDT
• At least 2 years of experience writing Windows scripts using VBScript and/or PowerShell
• Experience with WMI and related queries
• Expert knowledge of desktop/laptop hardware configurations, driver management, and troubleshooting
• Demonstrated proficiency in the management of virtualized environments (XenApp/VMWare), Windows Servers, SQL databases and IIS. Ability to become a Subject Matter Expert (SME) for applications assigned to support role (End Point protection, Bitlocker, SFTP, GPP, SCCM and other business applications)
• 5+ years of experience with the packaging and deployment of operating systems, security patches & application upgrades preferably with Microsoft System Center Configuration Manager 2012 r2 (SCCM)
• Demonstrate advanced knowledge of Microsoft SCCM including WSUS, Microsoft Deployment Tool Kit (MDTK), VB Scripting, PowerShell
• Expert knowledge of Windows 7, 8.1, 10
• Experience with Apple OSX – Mac O/S, JAMP SW/Casper
• Creating MSI-based installation packages: Flexera, AdminStudio or equivalent
• Expert in implementing image version control and Quality Assurance processes

Windows Client Desktop Engineer Resume Examples & Samples

• Acting as a technical contact for various technologies, including Windows 7/10 Core Technologies, Windows 7/10 Physical and Virtual Builds and as a Technical Owner for several core applications
• Acting as an escalation point for major support issues
• Designing and engineering Windows desktop builds for all physical and virtual platforms
• Liaising with the Lab Testing team to ensure any solutions are tested appropriately
• Liaising with the Production Release teams as appropriate
• Updating current and creating new documentation
• Managing the group policy in an enterprise environment
• Managing the Virtual Desktop Infrastructure (VDI) client templates in an enterprise environment
• Managing user experience in an enterprise environment
• Significant experience working within a Desktop Engineering team within a regulated, global enterprise environment
• The ability to work within a technical team
• The ability to clearly articulate findings in technical detail with a variety of teams
• An eye for detail and ability to track minutia
• Self-motivated and able to prioritise tasks, projects and follow accepted process and procedure
• The ability to design, create, deploy and troubleshoot windows client builds and virtualised platform templates in an enterprise environment
• The ability to design, create, deploy and troubleshoot group policy in an enterprise environment
• The ability to design, configure and troubleshoot Windows User Experience components i.e. roaming profiles, offline files and folder redirection
• The ability to capture, analyse and remediate client performance issues
• Practical working experience of major operating system migrations
• A high degree of competency in administration scripting e.g. PowerShell, VBScript and Batch files
• Excellent analytical skills and technical knowledge across the Windows client environment
• The ability to create document and communicate to people at different technical levels
• Knowledge of common core applications e.g. Adobe Acrobat, Internet Explorer
• Knowledge of Infrastructure knowledge
• Working knowledge of Dell (Quest) GPOADmin
• Working knowledge of a Privilege Management toolsets
• An understanding of Citrix XenDesktop
• Application Management concepts and toolsets
• Microsoft Security Control Compliance Manager (SCCM) for patching and operating systems deployment
• Understanding of Windows Master Date Management
• CM12 (also called SCCM 12)
• Global Policy Objects – heavy hands on experience in this space relating to building, designing, and supporting
• Basic scripting will be necessary
• Need someone that will step up and take initiative to learn new things constantly
• 5 years of CM12 management and support
• Powerscript, Docker, Chef, Python
• 5 years of SCCM12 management and support
• 5 years of Windows 7 support & management in a large corporate environment
• 3 years design and support of Global Policy Objects
• Windows 10 in place upgrade support in a large corporate environmentSearch Jobs US
• Desktop Administration Troubleshooting (Active Directory, DNS, DFSR, and Group Policy Management)
• Virtual Desktop Administration (desired: VMware Horizon View/View)
• Demonstrated effective Project Management experience
• Deployment & Configuration Automation Experience
• Virtualization Infrastructure (desired: VMware vSphere) ​
• Backup and Restore Experience (desired: NetBackup)
• Independent problem solver with troubleshooting, decision making and analytical skills
• To provide level 1 & 2 support to end-users by performing troubleshooting and resolving incidents report on the desktop computers/servers
• The incidents can include hardware, software, the underlining applications, related peripherals (such as printers, scanners, PDA)
• To perform installation, setup, configuration, migration, upgrading and maintenance on the desktop PC, OS, software
• To provide prompt and meticulous update on daily incident handling in the incident management tool
• To render responsive and proactive support to end users
• Ensure that desktop and notebook are able to interconnect seamlessly with diverse systems platform which include file servers, email servers, conferencing system, application servers and other administration systems
• Liaise with 3rd party vendors on replacement parts/components and rectification of faults if the equipment is under warranty or under some form of maintenance contract between customers and 3rd party vendor
• Carry out document update and changes based on Atos Quality process
• To support VIP customers from time to time
• Required to perform standby duties
• Have a degree or diploma in IT
• With minimal 2 years of desktop support experience
• Conversant with common PC applications such as Microsoft Office Suite, Adobe suite, Lync conferencing and etc
• Possesses relevant IT skill sets in hardware and software troubleshooting, able to identify key computer components
• Has hand-on experience with installing software, patches, updates on desktops and notebooks
• Is able to support Window OS, Microsoft Office suite, Anti-virus software etc
• Possess good interpersonal skill and has positive mindset in learning and adapting to diverse customers' environment
• Is able to work independently with minimum supervision
• Local citizen or Malaysian will be considered
• Providing a high level of customer service to user requests for both staff and trading floor users
• Imaging PCs with Windows OS and MacBooks with OS X
• Troubleshooting printer, hardware, application, operating system, and network connectivity issues
• Moving CME Group staff technology equipment for department moves and internal transfers
• Data center hardware and connection moves, adds, and changes work
• Troubleshooting issues related to Cat6 copper and fiber cabling
• Providing real-time support in case of technology failure
• Performing and processing inventory transactions to obtain materials needed for daily tasks
• Providing shift summaries and documentation
• 2-5 Years’ experience
• Proficient with Microsoft Office suite
• Experience with Windows 7
• Experience with TCP/IP networking, and PC LAN/NIC configurations
• Familiarity and troubleshooting skills with structured wiring cabling with test equipment (Cat 5, 6, fiber optic, copper)
• Hands on experience installing and troubleshooting PCs and printers
• Understanding of imaging in an enterprise environment with Windows OS. Knowledge of enterprise Macs OSX imaging is a plus
• Ability to troubleshoot application issues for Windows 7. Mac OS X is a plus
• Familiarity with enterprise inventory control systems
• Support experience in a fast paced environment (1000 endpoints or more) working directly with end users
• Must be able to lift equipment 75 lbs. or less into enclosures
• Relevant Microsoft and CompTIA certifications
• Quick-learner
• Ability to navigate ambiguities
• Ability to work under extreme pressure
• Troubleshoot and remediate clients from no starts to task sequence errors, to completed machines with individual soft fails
• Make suggestions for task sequence updates to allow for graceful failures at strategic steps to allow for faster remediation after completion
• Create SQL reports to track exit codes for all machines, consolidated for faster identification of failures
• Automate consistent failures to run against a named set of machines, opposed to manually touching every machine
• College degree in Information Systems or related field, or equivalent work experience
• 5-8 years’ experience in Information Technology
• Windows XP to Windows 7 migration experience
• Windows 7 to Windows 10 migration specialist
• Windows 10 OSD experience
• Windows 10 Servicing specialist
• Advanced packaging and scripting skills
• Administrative experience on Windows and/or Unix platforms
• Demonstrated ability to develop customized solutions to meet business requirements
• Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions
• Willingness to work a flexible schedule to accommodate project deadline
• Scripting experience (i.e. WMI, VBScript, PowerShell) related to a desktop environment
• Windows XP, 7
• Expertise in PC hardware, related peripherals, and unique configurations
• Experience with mission-critical services and applications in a large enterprise environment
• Proficient in System Center Configuration Manager 2007/2012 as it relates to operating system and software deployments
• In depth knowledge of SCCM 2007/2012 reporting
• Provide on-site and remote end user and server support with focus on
• Client satisfaction
• Service delivery quality
• Technical excellence
• Proactive maintenance, documentation, and testing of client network environments through a combination of scheduled onsite and remote work using prescribed checklists
• Perform end user support as it relates to desktop, server and Mobile communication technologies
• Perform Basic network diagnostics and repairs
• Participate in technical discussions with clients and client stakeholders that impact the client's business continuity and growth
• Develop Subject Matter Expertise in focused area(s) as local team, market and Regional needs dictate
• Professionally document all work performed and submit accurate timecards on a daily basis
• Maintain accurate and up to date documentation of client's network environment and supporting material that ensures consistent quality remote support by any member of the Service Delivery Team
• Project Deployment - the SS-II will at times work with assigned project leads and Project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of I.T. projects for our clients
• Work with other team members to identify new revenue opportunities, primarily via projects, within their assigned clients
• Respond to communications from team members within timelines established by All Covered's communications standards
• Effective Utilization target of 95%
• Timely escalation of issues that prevents the SS-II from performing the above job functions
• The SS-II is required to participate in the on call rotation that may include off hours onsite visits

Systems / Desktop Engineer Resume Examples & Samples

• 1)Desktop imaging - from the ground up, configuring and deploying new images as the company moves from new application and upgrades (main reason for this need is they recently moved to Windows 10 (HAS TO BE WINDOWS 10 desktop imaging!), new models and patches
• 2) SCCM - updates, reporting, Software deployments. This person truly needs to be able to take the reigns on projects with SCCM
• 3) AD specifically within GPO's - configuring new GPO's, managing all settings for PC's, endpoint protection, enhancing the users desktop experience by managing all settings for PC's
• 4) MDT (Microsoft Deployment toolkit)
• Knowledge and understanding of scripting such as Powershell or Perl
• Minimum 3-5 years experience troubleshooting Windows and Citrix OS
• The Desktop Engineer will analyze, design, develop and implement processes, tasks and solutions required for the sustainment, enhancement and improvement of the company's end user computing architecture
• The Desktop Engineer will possess a high level of familiarity around desktop imaging, technology roadmaps, software build/packaging/delivery, and remote control/support and desktop/application security
• This position will assist in defining high level migration plans to move from current to future states, detect critical deficiencies and advanced solutions
• This position will have a minimum of 3-5 years design and implementation experience with special emphasis on at least two of the following disciplines: desktop management, desktop hardware/software configuration, image creation and software packaging/deployment and networking concepts
• Provide architecture and engineering services with technical support for all desktop hardware platforms and associated peripherals
• Provide architecture and engineering services with technical support for desktop software applications, OS and associated components, web browsers along with proprietary software
• High level of familiarity with creation and maintenance of standard desktop computing image/s, software application packaging and deployment tools/technologies
• Provide architecture and integration solutions around 3rd party or add-on tools and applications within desktop computing platforms (i.e. SEE, SEP, DLP)
• Serve as a 3rd tier support level for triage, research, diagnostics and resolution of complex desktop computing incidents, problems and/or requests
• Participate in execution of BCP/DE requirements resulting from DR/BCP declarations along with special cross functional team projects
• Bachelor's degree in Information Systems or related field or equivalent work experience
• Minimum 1-3 years progressive experience within desktop architecture and engineering functions with an in-depth knowledge of Microsoft Windows desktop platforms, OS and associated components (e.g. file systems, registry, services, drivers, etc.)
• Minimum 1-3 years' experience with imaging practices and tools (i.e. Altiris, Marimba, SCCM, WSUS, LANDesk, Ghost) along with software packaging technologies/tools (i.e. Wise for Windows, MSI, Win Install, AppV, ThinInstall)
• Knowledge and understanding of scripting and automation tools such as VBScript, DOS Batch, WMI, WinBatch, Perl)
• Advanced troubleshooting skills with computing peripherals, software testing and integrations along with tools deployments and implementations
• Excellent communication skills (verbal and written) with ability to articulate and interact professionally with a diverse group of end users, customers and management personnel
• Ability to navigate and utilize desktop management and automation tool sets
• Ability to recognize, analyze, and effectively resolve complex issues or advanced technical solutions in a timely and organized manner. Pro-actively identify technology gaps and propose effective solutions

Sccm Desktop Engineer Resume Examples & Samples

• Windows OS deployment experience around Windows Images and Task Sequences
• Build "state of the art" EUC solutions
• Work with regional staff, global staff and regional services support organization to ensure operational availability of all EUC Services
• Identify recurring and potential problems and develop cost effective solutions
• Consistently improve performance and reliability of EUC Services
• Identify cost-saving opportunities

Virtual Desktop Engineer Resume Examples & Samples

• 8-10 years of related systems engineering experience
• MCSE/MCITP a plus
• VDI Environment experience
• Experience with Cloud services
• A Bachelor's degree in Computer Science or a related field, or an equivalent combination of education and experience of two years of progressive desktop support activities
• Dell/HP Premier Access Certification for production models. If not currently held, must be obtained within six months of position appointment
• Minimum of 2 years of Symantec Management Suite experience; preferable ITSM v7 or v8. Certification preferred
• Solid written communication skills to provide accurate technical documentation
• Supports an environment that motivates others and builds morale
• Works effectively and cooperatively with other team members to achieve goals and develop/maintain working relationships
• Ability to effectively communicate with various users
• Uses effective communication and listening skills in order to work with others and problem solve
• Ability to quickly gather information from and disseminate information to the appropriate parties
• Ability to present technical information at training classes
• Comfortable with providing executive level support
• Ability to assist in trouble-shooting, including quickly identifying problems and acting appropriately
• Develops practical and thorough solutions to address all aspects of identified problems
• Identifies problems and uses appropriate sources to research technical solutions
• Ability to independently apply technical judgment to standard applications and systems
• Ability to perform analysis and determination of root cause
• Ability to track and document information between multiple parties
• Experience in coordinating resource requirements
• Pays attention to detail and has solid organizational skills
• Ability to schedule and prioritize in order to meet deadlines
• Ability to work as a team member with other Chancellor's Office departments on tasks and projects
• Proficiency in Microsoft Office Productivity Suite (Word, Excel, Power Point, and Outlook), Project, Visio and the windows registry required
• Expertise in computer networking as well as experience with consumer routers, switches and VPN clients and iOS and Android devices
• Minimum of a year of progressive responsibility in independently developing, testing, and troubleshooting software deployment packages using a variety of capture/provisioning tools. Admin Studio preferred
• Expertise in Symantec Management Suite software delivery techniques
• Expertise in Symantec Management Suite software asset management (including license management) techniques
• Expertise in Symantec Management Suite software patch management techniques
• Expertise in current Microsoft operating systems troubleshooting in a medium (400 computers) to large (over 400 computers) networked environment
• Proficiency in SQL query language
• Experience providing floor support and help desk analysis for networked end user computers
• Solid programing experience with scripting, with an emphasis in PowerShell scripting, windows batch/command scripts, visual basic scripting, and WMI scripting
• Regular use of personal vehicle for inter-site transportation
• Office technology equipment (PC. etc.)
• A wide range of Windows Desktop engineering experience in an environment where scale matters
• Enterprise experience in building, maintaining and testing Windows Group Policy managed with Microsoft's Advanced Policy Management Server (AGPM)
• PowerShell expertise is a must - proven ability in solving problems and automating tasks with Powershell
• Experience at scale with at least one common desktop/endpoint technology (e.g. anti-virus, security/encryption or Office 365 are three examples but this list is not definitive)
• Experience with VDI is a plus. VMWare AppVolumes (AppStacks), application layering/packaging in a non-persistent VDI environment. User state virtualization with VMWare UEV (AppSense, MS USV also welcome). This role will NOT be focused on VMWare ESX administration
• Experience with Microsoft App-V is desirable
• Proven experience in developing and executing on the product/project lifecycle including selection, design, test, certify, implement, support and optimize
• The passion and ability to make a difference in projects of all sizes
• Demonstrated experience delivering large/complex projects
• Senior level experience working in a large scale, enterprise environment
• Sound knowledge and understanding of various end-point technologies and their interdependencies
• Ability to work alone or in a team environment
• Windows Operating System (desktop) deployments and automated build processes, including performance tuning
• Supporting image deployment processes in multi-segmented, routed, and firewalled enterprise network
• Multi-site software deployments and re-imaging
• Analyzing, defining, developing, testing, and implementing monitoring standards for desktops and applications are a plus
• SCCM 2012/2016 design, deployment, configuration, support, and hierarchy, including setup and troubleshooting is a plus
• Engineering methods to optimize the availability, capacity, performance, and cost of applications, servers, and services are a BIG plus
• Experienced in scripting language (i.e. Visual Basic, Power Shell, etc.). Intermediate level developing scripts to automate tasks
• Ability to obtain a DHS HQ EOD
• Minimum of 6 years of desktop support experience (configuration and management)
• Knowledge of Group Policy design, creation, and management
• Knowledge of Systems Center Configuration Manager
• Professional demeanor, strong customer relations skills
• Experience at working both independently and in a team-oriented, collaborative environment
• Excellent communicator with strong customer focus who can work with business sponsors and technologists to articulate business requirements and technology options
• Ability to prioritize and perform a variety of concurrent tasks with minimal direction
• Ability to multi-task in a fast paced, constantly changing environment
• Excellent time management and organizational skills
• Knowledge of Systems Center Configuration Manager (SCCM)
• Aptitude for understanding and troubleshooting technical problems
• Understanding PC hardware and connectivity components
• Strong knowledge of Windows 8/10
• Strong Microsoft Office 2010/2013 (Outlook, Word, Excel, Power Point, etc.) skills
• Intermediate knowledge of LAN/WAN networking
• Advanced Microsoft Certification (MCITP / MCTS / MCSE)
• Knowledge of VMWare View / VSphere / ThinAPP / Workstation
• Knowledge of application virtualization with Microsoft App-V / VMWare ThinApp / Citrix XenApp
• Knowledge of Windows Management Instrumentation
• Knowledge of scripting including Visual Basic and Windows PowerShell
• Knowledge of Symantec Endpoint Protection Manager
• Knowledge of VMWare View
• ITIL v3 Foundations certified
• Microsoft patching strategy for desktops
• Downloading and deploying Microsoft patches using Windows Server Update Service (WSUS) within SCCM
• Experience with endpoint encryption software, such as Bitlocker and Symantec
• Knowledge of Desktop and Application Virtualization technologies such as VMWare View Workstation, Citrix Provisioning Server and VMware ThinApp or other similar tools and technologies are a BIG PLUS
• Typically requires bachelor’s degree or equivalent and ten to twelve years of related experience
• A Secret security clearance is required
• MDT - Candidates must have at least 1 year of experience working with MDT
• Windows 10 - They must know the ins and outs of Windows 10 to create the images, understand what the new features are, what applications will migrate easily and which applications to not include
• Active Directory - This person will be handling the user access policies on the image and will be creating group policies
• Develop, test, deploy, and support software packages
• Create, test, execute, and support software distribution plans using Microsoft SCCM and/or Casper
• Provides desktop and application support to all CME staff, ensuring desktop application support incidents are completed within standard SLAs
• Collaborates with the IT team for establishing and continually improving the policies, procedures and methodologies surrounding the packaging and distribution of software
• Provides technical guidance to lower level DEs & helpdesk staff in resolving Level III support issues
• Typically, 3+ years direct experience in an IT related field providing desktop support
• Strong knowledge of Windows architecture
• Knowledgeable in developing software packages in the MSI format
• Knowledge of Mac OS and iOS a plus
• Certifications in relevant technologies (desktop systems administration, Mac OS, etc.) is preferred
• Knowledgeable in Windows OS, understanding of Mac OSX and iOS a plus
• Requires some lifting of PC hardware including desktops, monitors, personal printers
• 1) Strong familiarity and experience deploying Windows 7 and 10 to desktops
• 2) Strong familiarity with installing 3rd party solutions and troubleshooting issues with software
• 3) Strong familiarity with Office 365 administration, Active Directory, ADCS, and ADFS
• 4) Strong familiarity with PC desktop hardware and related software
• 5) Experience with PIXE and desktop software installation automation
• 6) Experience with Kaspersky and Symantec endpoint security products
• 7) Experience in Linux, troubleshooting Linux problems, deploying Linux VMs for users

Graduate Desktop Engineer Resume Examples & Samples

• Partnering with the desktop architects for Windows, Mac, Linux & mobile platforms identifying and documenting business and technology requirements
• Designing & implementing new capabilities/solutions
• Driving adoption of desktop technologies at Cisco through Alpha/Beta testing, documentation and technology implementation
• Developing user facing communications regarding upcoming technologies
• Reviewing IT desktop operational processes to identify optimization opportunities
• Utilizing scripting/coding experience to automate desktop service processes & deliver improvements in user experience, costs & operational efficiencies
• Providing operational support through server & database maintenance
• Performing client, server and database troubleshooting
• Utilizing desktop management solutions (e.g. SCCM, Casper) to deliver new capabilities to our desktop user
• Engaging & collaborating with internal & business teams (e.g. Packaging, QA, Development, Support) on upcoming technology/service releases
• Alpha/Beta/POC/UAT testing of new technology/services
• Providing end user support utilizing Service Desk case tools
• Analysing IT case data, user feedback, mailers & discussion forums to identify opportunities for service improvement
• Interest in Network Services & Operating Systems with familiarity with Windows-based OS, MAC OS and Android/iOS
• Experience in HTML and Desktop Virtualisation e.g. VMWare/Citrix
• Monitors daily open calls in the call management system
• Management of Operating System releases insuring compatibility
• Deployment, management, and support of IPads, tablets, mobile devices
• Support of Audio/Video equipment
• End user training; new hire IT training
• Additional responsibilities may include (based on site): Improvement project work, specialized application support, and on-site support of the Network and Sever teams
• Provide input and assist in testing and selection of future technologies and devices (meet business needs)
• Responsible for meeting or exceeding service level agreements
• Requires 2 years of related work experience and 2 years of technical education or training, or 4 years of combined education and work experience
• Solid experience in servicing desktop, laptop, phone, mobile device hardware and break/fix
• Strong customer service abilities, analytical, interpersonal skills required. Must have initiative and able to work with minimal supervision
• Some experience working with networks and servers strongly preferred
• Lead role as primary support for Mac OS in the company
• Technical liaison for photography studio and IT
• Handles tech requests/issues escalated from lower tier for studios and Mac
• Respond to tech-related issues in a timely manner
• Communicates with customers/employees via phone, email, ticketing service, etc to ensure excellent service is provided
• Grasps and understands business services/roles and escalation points
• Contributes to team meetings and provides insight and improvements to ongoing Service Desk issues/Desktop engineering requests
• Supports VOIP phones and all other corporate communication tools
• Helps with the onboarding of new users by deploying hardware, software, imaging new machines, setting up accounts, and setting up the workspace
• Provides support for antivirus client
• Properly triages issues reported by employees
• Occasionally supporting remote users (San Bernardino, NY, LA)
• Supports wireless and LAN technologies to connect client machines and printers
• Supports printers both network and local
• Adheres to and supports asset management policies set in place
• Supports Audio/Visual setups and configurations
• Experience supporting IT for Photo Studios
• Must have strong Mac experience
• Strong skills in Adobe suite for creatives
• Excellent Mac OSX troubleshooting, and basic Windows experience
• Advanced Microsoft Office troubleshooting skills
• Desktop imaging experience with MACs
• Experience with networking and troubleshooting skills at the client level
• Pays close attention to detail and can transcribe that detail into tickets
• Passionate about technology and attempts to improve existing technologies
• Experience troubleshooting and deploying corporate printers
• Knowledge of Active Directory users and computers
• Quickly understands all business services and roles
• Experience working with and setting up Audio/Visual technologies
• The use of SeviceNow for all Incident/Problem/Change records
• 2252 GBSPSDC DCHJ Inteloh
• Strong technical understanding of hardware, drivers, Microsoft OS, software products and the software repackaging/sequencing process
• Must be MCSE or MCSA certifie
• AD experience troubleshooting workstation/user policies Strong Group Policy experience
• Must have excellent communication skills (oral and writing)
• May interact with the gov't customer and senior government leadership leaders at the highest levels, prefer those who have experience and skills in this area

Linux Desktop Engineer Resume Examples & Samples

• Provide daily support of Intel's PSG Engineering team - specially on the Linux desktop side
• Support projects and minor PC deployment for events
• Train, share knowledge, and jointly support subordinates in Linux and Windows relevant issues
• Build, configure, and support VMs (Windows and Linux) and hypervisors
• Build and deploy Linux Systems and Windows desktops
• Trouble shoot first line L1 cases for engineering application such as NX, home grown scheduler ARC (Altera Resource Computing)
• Write basic scripts for automation
• Manage Linux permissions, create home directories, manage user groups
• Knowledge of puppet, cobbler an added bonus
• Trouble shoot Level 1 network related issues on systems
• Support engineering LAB environment
• RMA support for warrantied parts
• Attend to Incidents and tasks from service-now and resolve as necessary
• Minimum 2-3 years of experience providing IT support services required, end user support experience preferred
• Extensive knowledge Windows OS and related configuration
• Ability to deliver services on time, demonstrate strong customer service skills, and achieve a high degree of end user satisfaction
• The ideal candidate will have a primary understanding of designing, deploying and troubleshooting client end points (Win10, OSX), and a secondary understanding of deploying server (Win2K8, Win2K12, RHEL, CentOS) operating systems
• Strong analytical and deep-dive problem solving skills across multiple disciplines. (HW, OS, Network, etc) * The ability to prioritize and field tier I-III support requests, via ticket (JIRA\SalesForce), phone and occasional ad-hoc walk-ups
• Strong experience managing Active Directory via Account Creation, Account Hygiene, GPO
• Vendor management experience with HW\SW contracts and purchases (Laptop, Monitor, etc)
• Well organized with strong HW\SW inventory, asset and license management and capacity planning abilities
• Experience with Allworx VOIP
• Experience with badge creation and management solutions
• You must be a team player with excellent communication skills and possess the ability to manage multiple assignments concurrently and independently. The ideal candidate will also have a nurturing personality and the desire to help in the mentoring of their fellow technicians and engineers
• Candidates must have the ability to also work collaboratively when necessary
• Candidates must be comfortable working in a fast-paced and high energy environment
• Windows Group Policy Management
• EndPoint Security (PCI and PII)
• In depth knowledge of Outlook 2010, delegates, distribution lists
• Knowledge of Office 365 OneDrive for Business and Sync client
• Troubleshoot and document migration issues
• Act as escalation support for top tier issues
• Experience with Desktop Engineering (5+ Years)
• Experience with technical implementations in 20,000+ client environments (5+ Years)
• Experience with Office 365 /Sharepoint
• Experience with BigFix ( Formerly Tivoli Endpoint Manager )or any deployment technology FCCM
• Experience with MDT and Microsoft deployment tools
• Experience with VmWare ESXi
• Experience with MBAM/Bitlocker Encryption a plus but any encryption will do
• Solid verbal and communication skills
• Ability to translate user requirements into actionable solutions
• Scripting Languages preferred
• ) 2-4 years of SCCM 2012 experience
• ) 2-4 years of imaging and deployment around SCCM 2012
• ) 2-4 years of database experience with SQL server. Will be managing and creating SQL databases
• MUST have solid communication skills
• Plus: Experience with Altiris (a subsidiary of Symantec specializing in service-oriented management software which allows organizations to manage IT assets. They also provide software for web services, security, and systems management products.)
• Strong Experience deploying and administration of Operating systems images
• Solid understanding of Active Directory and the management of OU's and AD objects
• Solid understanding of Microsoft Group Policy and Group Policy objects
• Familiarity with network connectivity and ability to troubleshoot connectivity problems
• Experience with network printing environments
• Microsoft Exchange (client \ server experience) with Outlook O365 experience preferred
• Technical knowledge of current software protocols and Internet standards
• Preferred mobile device management
• Preferred knowledge of VMware and Virtual Desktop infrastructure and administration
• Experience with desktop local data backup solutions. MozyPro and CrashPlan preferred
• Cloud Storage experience preferred. MozyPro, OneDrive, Box preferred
• High level of experience with Microsoft Office suites, email clients and browsers
• Ability to learn new procedures, techniques and approaches quickly
• Integrity and credibility to work with sensitive data
• Experience using incident tracking software and use of ITIL methodology
• Excellent organization skills with the ability to focus on end-user customer needs
• Preferred knowledge of Symantec Anti-Virus
• Preferred knowledge of Bomgar remote desktop software
• Effective time management skills
• The ideal candidate will have a primary understanding of designing, deploying and troubleshooting client end points (Win10, OSX)
• Strong analytical and deep-dive problem solving skills across multiple disciplines. (HW, OS, Network, etc)
• The ability to prioritize and field tier I-III support requests, via ticket (JIRA\Salesforce), phone and occasional ad-hoc walk-ups
• Management and deployment experience of 3rd party software platforms and solutions
• Ability to deploy and support misc. office equipment (printers, projectors, video conf)
• Experience with supporting VOIP phone systems
• You must be a team player with excellent communication skills and possess the ability to manage multiple assignments concurrently and independently
• Candidates must be reliable and punctual
• Minimum 3 years supporting associates within a fast paced and high energy organization
• Excellent written and oral communication skills with an ability to articulate concepts and solutions for a variety of audiences
• Experience with supporting Windows7, Windows 8, Windows 10 and OSX
• Experience with VMware is a plus
• Job requires flexibility to provide after-hours support on rotational basis
• Expert knowledge of SCCM 2012
• Windows OS deployment experience around Windows Images and Task Sequences for maintenance, updates, and testing on all hardware
• Work with Regional Business Operation staff to facilitate the smooth transition of projects and strategies to operations
• Act as a technical escalation point for critical issues
• Manage projects through to completion including timely, effective communication and stakeholder input
• Several years of related experience in a Client Computing environment with extensive experience in SCCM 2012 and Windows OS deployments from SCCM
• Experience working with customers and stakeholders and having a proven capability of building process, reporting and procedures as necessary
• Working experience with Windows, WAIK, MSI, SCCM 2012, Active Directory. Familiar with Group Policies, Windows Registry, WMI, VBA, PowerShell, SQL Queries, OSD Task Sequences
• Professional written and verbal communication skills in English, german language skills are a plus

Global Desktop Engineer Resume Examples & Samples

• Build “state of the art” EUC solutions
• Participate in operational meetings and discussions to identify problems, solutions and drive strategic alignment
• Familiarity with GPO creation and editing
• Applicant needs to have developed professional written and verbal communication skills
• Experience with Microsoft PowerBI Desktop for Sharepoint presentation reporting a plus
• Professional written and verbal communication skills in English, German language skills are a plus
• Provide Level 3 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users
• Install desktop/Laptop software using approved tools
• Escalate to 3rd party vendors when necessary
• Responsible for raising and coordinating problem management issues
• Identify, design, implement and support desktop solutions that meet business requirements in a secure manner
• Ideation and strategic decision making for existing and new global desktop technologies
• Willingness and ability to be on-call
• Minimum of two (2) years of hands-on experience using and supporting Microsoft Operating Systems
• Experience troubleshooting and optimizing enterprise desktop solutions
• Experience supporting and maintaining Windows Enterprise versions 7 & 10
• Experience using Incident and problem handling tools (e. g. HP Service Manager, Service Now)
• Bachelor’s degree in MIS, CS, CIS, IS or higher from an accredited university
• Deploying secure Virtual Desktops (VMWare, VirtualBox, HyperV)
• Architecting and securing Windows PC Infrastructure
• Experience in the use of deploying software and imaging workstations using automation
• AD and/or Azure AD
• SCCM or Intune
• Experience in
• Interface with different teams (i.e. Packaging, Release Management, Development and QA, etc.) and provide technical support to various teams
• Bachelor degree or equivalent education / 5+ years’ work experience
• Self-motivated, able to work to goals with minimum supervision
• Heavily client focused and excellent team worker
• Experience working in a large global corporate environment with strong risk disciplines
• Providing a high, consistent and professional IT service, and reporting, to the Fund Solutions business
• For the operational support and continuous improvement of the IT environment
• Day-to-day local IT functional support from Desktop to application, back-ups, printing and monitoring
• Local Responsibility for the delivery of desktop support and management including escalation and reporting
• Ensuring Production environments are protected by monitoring, good practice/process, design and ‘fit for purpose
• Developing a culture of ‘continual improvement’ for the services provided to the business
• Software and System processes are correctly documented to ensure single points of knowledge do not become a problem and skills are distributed across the team and department
• Understand the IT requirements of the company’s staff to ensure that the systems and applications employed are enhancing user’s operating processes
• Provide IT support and guidance to project delivery for Fund Solutions and the wider division where appropriate
• College diploma or university degree in the field of computer science, information systems, and/or 7 years equivalent work experience
• In-depth, hands-on knowledge of and experience with developing Enterprise Desktop Operating System deployments
• In-depth, hands-on knowledge of and experience with of Active Directory Group Policies
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including Microsoft Office (2010 and 2013), AutoCAD and Adobe creative Suite
• Experience with scripting languages and techniques, including VBA , PowerShell and scripting for Windows OS
• Experience with software distribution package systems, including Microsoft SCCM or Altiris
• Knowledge of trends in technology relating to strategic desktop management
• The Desktop Engineer leads the development of the desktop strategy
• Provides technical expertise to evaluate, install and maintain both hardware and software solutions to accurately meet the needs of our customers on a timely basis
• Develops the base desktop standards and desktop workstation deployment methods
• Follows system-wide server, workstation, networking and integration standards, policies and procedures
• Participates in activities to evaluate new technology developments, applications and end-point solutions. Performs tasks associated with evaluation, design, installation, configuration, upgrades, testing, documentation, and expansion for desktop, laptop, management, operating technologies including virtualization strategies
• Cross-trains technical support specialists for the desktop deployment process. Maintains professional knowledge of current trends and developments in the information technology field. Manages support vendors with major projects such as desktop refreshes
• Works with Security and Network Operations staff to develop policies and procedures related to the implementation and support of the desktop environment. Maintains accurate documentation for all devices consistent with Atlas Air policies
• Works with other technology staff for Application Development projects and participates in project planning. Gathers pertinent information to identify customer's project scope. Manages project deadlines and reports on budgetary concerns
• Serves as point of escalation for helpdesk and provides Level II and III support for hardware and OS related incidents by determining appropriate solutions to problems including software, hardware, network, and system integration requirements. Gives technical assistance to customers and management as needed
• Demonstrates an advanced level of technical knowledge and provides direction and support to team members regarding complex technical problems
• Creates, modifies and documents complex desktop image design defaults, scripted processes and image maintenance procedures. Works in conjunction with internal or external department groups in setting hardware and software standards
• Creates and maintains Help Desk Documentation for supported desktop technologies and procedures with advanced technical solutions or problem resolution
• Desktop includes desktop computers, laptop computers, portable computer carts, Blackberries, and Personal Digital Assistant (PDA) devices as identified by the current supported devices
• Serves as secondary point of contact for mobile devices
• Responsible for tracking reliability of desktop images by reviewing help desk tickets relating to hardware inquires
• Proactive review and testing of OS and installed applications for patching vulnerabilities
• Participates in desktop-related enterprise-wide projects such as
• Focus on Virtualization Technology; hands on experience Citrix (XenApp) and VMware (View) is a plus
• Strong desktop management software is necessary. Has knowledge of commonly used concepts, practices, and procedures within an enterprise environment
• Primary job functions require exercising independent judgment
• Projects an image of professionalism in communication, appearance and conduct
• Intermediate networking skills, education or corresponding work experience
• BS or BA degree in computer science or related technical field preferred, or a corresponding number of years’ experience in IT
• Ability to communicate ideas and problem resolutions effectively

Service Desk Desktop Engineer Resume Examples & Samples

• The self prioritization and timely resolution of incidents to support our employee’s technology needs
• Consulting with customers, to determine hardware, software, or system functional specifications
• Identifying problems in the environment and driving them to resolution; from making sure the workplace is clean to identifying recurring failures and notifying the appropriate product owner
• Ability to troubleshoot and solve complex technology issues
• Experience in supporting and troubleshooting Windows and Apple notebooks, desktops and mobile devices
• Knowledge and troubleshooting experience in supporting the latest Adobe Creative Suite
• 3-5 yrs of Windows Desktop Engineering exp (F2F and Remote support for at least 300-500 End Users)
• Windows Desktop Support (Windows 10, 8, 7, Vista, and XP)
• Windows Server Support (Windows Server 2012, 2012R2, 2008, 2008R2)
• Windows Network Administration (Active Directory, DHCP, DNS, WINS, Group Policy)
• Apple Mac Support
• PBX Support and Administration
• Administration of web-based services (Box.Com, Concur, SalesForce, Hosted Exchange, etc.)
• Mobile Device Support (iPhone, iPad, Android)
• Senior Executive Support
• Imaging Tools such as MDT, Acronis True Image, Symantec Ghost
• Work as a liaison with third-party IT Engineers and consultants to resolve issues with IT services such as QAD, SalesForce, Box.Com, etc
• 3+ Years experiencing in Corporate IT support and administration
• Four-year degree or greater preferred
• Willing to consult with clients and provide simple and timely solutions
• Strong written skills - Ability to respond to questions/requests with clarity and courtesy
• Ability to work across various time zones in multi-cultural environments
• Unit groups for the purpose of deploying IT solutions or promoting structured software engineering and process improvement initiatives across an enterprise and apply best practices for IT solutions. Design deployment solutions for Enterprise-wide rollouts and upgrades. Provide coaching, technical guidance, and training to team members and secure baseline image creation for multiple hardware configurations
• Experience with patching for third
• Party software Service Now or a similar incident management system
• Ability to manage cross work
• Unit groups for the purpose of deploying IT solutions or promoting structured software engineering and process improvement initiatives across an enterprise and applying best practices for IT solutions
• Ability to design deployment solutions for Enterprise-wide rollouts and upgrades
• Ability to effectively manage large client accounts and multi
• Track project and program teams
• Supporting all aspects of the end user experience including hardware, remote access, software installation and strong troubleshooting skills
• Must have a broad knowledge of PC Based Systems
• Demonstrated knowledge of Windows XP, Windows 7, Active Directory, Wise Package Studio, Symantec Management Platform, Visual Basic 6, VB .net, Visual Basic Script, VMWare, Microsoft Office 2010 in an Exchange environment required
• Must demonstrate excellent communication and interpersonal skills and be proficient at problem solving and customer service
• Must work with Support Center analysts and Desktop Technicians to understand workstation support needs
• Resolve calls that have been escalated in the Call Tracking system; assume responsibility for client’s workstation support; provide remote controlled workstation support services
• Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients; Record all support activities for proper measurement of support provided
• Must enjoy solving a wide variety of problems on a continual basis
• Skills and experiences with the use of technology in a business environment, including exposure to Help Desk Support, networks, and application environments. Investigate, analyze and resolve software, hardware and network connectivity problems. Knowledge of Windows registry, DLLs, and other internal functional mechanics is required
• Experience with customer service functions and possess exceptional organizational skills
• Ability to ascertain the criticality of incoming requests and take initiative to resolve problems to assure tasks are completed in the most effective manner; fundamental understanding of word processing, spreadsheet and terminal emulation products to properly diagnose problems
• Use of a Support Ticketing System to ensure all details of work performed is captured
• Ability to translate and communicate to clients technical terms into non-technical language; understanding of computer terms and acronyms; ability to learn new processes and procedures
• Must be able to follow departmental operating procedures in a structured environment
• Associates Degree in Computer Science or at least six years of experience in computer support. Excellent customer service, interpersonal, organizational and communication skills; ability to work in a fast paced changing environment
• Working knowledge of Windows 7/8/10 platforms
• Good problem solving skills for technical and software related issues
• Strong attention to details a must
• Self-motivated with great follow-up skills
• Create hard disk images containing a standardized list of application suites and security updates
• Provides specialized expertise within multiple desktop operating systems
• Desire to improve quality of services; determination to deliver the right way every time
• Presentation experience; work with entry-level employees and upper management
• Serve as the "desktop" expert in various troubleshooting and design sessions
• *Please reach out to me even if you feel your resume does not directly match up.***
• 3-5 years of experience of systems imaging processes and design
• 3-5 years of experience with Desktop Engineering and architectural support planning and strong focus on the technical elements of desktop, Microsoft AD, and GPO
• 3-5 years of experience supporting desktop hardware, software and strong troubleshooting skills with the ability to gather all relevant information, identify problems, and implement solutions quickly
• 5-7 years of experience in direct End User Support (application, imaging, hardware, user connectivity)
• Create and maintain virtual desktop build and policy standards
• Develop and maintain SOP (standard operating procedures) for support and operations
• Research emerging technologies, conduct proof of concepts and develop solutions based on business need
• 3rd level incident escalation support of virtual desktop and application infrastructure
• Engage vendors and partners to assist with strategy and roadmap development
• Undergraduate degree in Computer Science or Engineering or equivalent
• 5 years’ experience in desktop virtualization technologies: Microsoft RDS, Citrix XenApp/XenDesktop, VMware Horizon View
• Must have strong Microsoft, troubleshooting, application packaging and integration, security configuration and performance tuning skills
• Experience administering operating system and server software including but not limited to: Windows Operating systems (Windows 7/8/10), Windows Server 2003/2008/2012 Server, Citrix XenDesktop and XenApp Server, VMware ESX v4 and ESXi v5, and Microsoft Office applications (Internet Explorer and Microsoft Office)
• Must have strong understanding of Active Directory, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP) and Group Policy Objects (GPOs)
• Demonstrate thorough knowledge of desktop management concepts such as local profiles, roaming profiles, email profiles and software distribution
• Demonstrate knowledge and experience centrally managing zero/thin-client endpoint devices
• At least 8 years of experience working as an Engineer in a high-intensity environment, financial services experience is preferred
• A college degree or equivalent certifications/work experience
• Strong scripting and development knowledge (Powershell, VBScript, Batch, .NET, Visual Studio)
• Experience with system management tools (SCCM, Altiris)
• Knowledge of Active Directory including Group policies, DNS, DHCP, TCP/IP
• Reasonable knowledge of VDI technologies and remote computing solutions
• Knowledge of Citrix XenApp
• Knowledge of basic application dependencies
• Proven experience organizing and prioritizing workflows to meet established timeframes
• Desire and ability to work in a demanding, deadline-driven environment
• Excellent interpersonal, oral and written skills
• Willingness to work a flexible schedule to meet business requirements
• Ability to work independently or within a team environment and collaborate effectively
• Minimum 5 years’ experience of working in a Global IT Organization
• Minumum 5 years’ experience building and deploying OSD and Applications using SCCM
• Minimum 5 Years’ experience working with Desktop hardware and Peripherals
• Experienced in developing documentation and procedures as it relates to SCCM processes
• Must show a visionary capability in developing and maintaining technology road maps
• Must be capable of producing high quality documentation, presentations; and presenting solutions to IT or business management
• Must have experience of interacting with 3rd party suppliers & service providers across multiple sites & countries on an operational level
• Must be able to travel (Note: Minimal travel required.)
• Willing and capable of learning new skills and knowledge related to job functions
• Willing and capable of being on call to assist with solving technical problems related to SCCM functional issues on a Global Basis
• Demonstrated capability and experience in design and management SCCM
• Demonstrated capabilities related to security functions within Active Directory
• Demonstrated capabilities in scripting; including power shell and other scripting functions
• Demonstrated ability to export data and run reports from AD and SCCM
• Demonstrated ability to Create OSD deployments and Package commercial and custom applications
• Capability to trouble shoot complex issues related to SCCM, OSD and Application Packaging
• Capability to organize and manage projects related to the desktop systems and deployments
• Demonstrated capability to prepare documentation, presentations, project plans and communications to IT and business functions
• Demonstrated capability to communicate to IT management and business management functions in relation to Desktop Technologies

Junior Desktop Engineer Resume Examples & Samples

• Strong desktop troubleshooting skills
• Strong knowledge of Win 7 and 10, Microsoft office suite, Outlook
• Working knowledge of Network and Voice setups and configurations
• Ability to learn A/V support skills
• Strong interpersonal skills and organizational skills
• To be able to work autonomously
• A+ or Network+ certification or equivalent experience
• Familiarity with Networking, Hardware, Voice and A/V fundamentals
• Familiarity/Background with Hardware fundamentals including PCs and servers
• 1-2 years of PC, Server, Network level 1 experience
• Demonstrate complex troubleshooting methods and ability to provide Tier-3 level technical support resolving internal issues
• Responsible for performing technical planning, systems integration, verification and validation, and supportability and effectiveness analysis for total systems
• Deploys software and patches throughout enterprise environments following ITIL standard change management processes and procedures
• Creates and modifies desktop / laptop images
• Works with project teams to determine an appropriate build schedule and packaging process
• Deploy software and patches throughout enterprise environments following ITIL standard change management processes and procedures
• Build and configure desktop / laptop images
• Work with project teams to determine an appropriate build schedule and packaging process
• Bachelor’s degree in computer related field desired
• Minimum 6 years of experience in Windows Desktop operating systems to include design considerations for desktop, laptop, and Thin-Client/VDI
• Experience with designing, deploying, managing, and the configuration of Windows OS desktop solutions, including Windows 7, Windows 8, and Windows 10
• Active DoD 8570 Certification, including Security+, CASP, CISSP, or CISM
• Experience with deploying, configuring, and managing enterprise desktop solutions using Microsoft SCCM
• Experience in designing, implementing, and managing group policy solutions, remote desktop management, application packaging and deployments, and enterprise patching solutions
• Experience with the management and operational use of systems monitoring tools, including SolarWinds, Splunk, or Microsoft SCOM
• Microsoft Certified Solutions Associate (MCSA) in Windows 10
• Microsoft Certified Technology Specialist (MCTS) – Microsoft Systems Center Configuration Manager (SCCM), Microsoft Exam 70–243 Certification
• Project Management Professional (PMP) Certification
• ITILv3 Foundations Certification
• Ensure the logical and systematic conversion of customer requirements into systems solutions that acknowledge technical, schedule, and cost constraints
• Perform functional analysis, timeline analysis, cost estimation, trade studies, requirements allocation and interface definition studies to translate customer requirements into hardware and software specifications
• Provision servers and creating a gold disk for them
• Analyze and study complex system requirements
• Establishing Policies for the Citrix environment
• Assist in establishing standards for information systems procedures
• Working with virtual technologies, Windows, O&M of these OSs
• Ability to provide Tier 3 support
• 12 Years of job related experience and a High School/GED diploma
• 8 Years of job related experience and an Bachelor’s Degree
• 4 Years of job related experience and a Doctorate
• Hands on experience with MS Windows 2008 R2 server and Server 2012
• Windows Engineering with Citrix engineering experience
• Citrix Products: XenApp, XenServer, NetScalers, and XenDesktop 7.9
• Blade Storage Concepts
• MS Hyper-V, Visio
• Ability to self-learn, act on own initiative and work in a dynamic environment
• Strong oral and written communication skills are required
• Experience : 1.0 - 3.0 years (Fresher's not eligible)
• Knowledge of computer/ Laptops/ Printers/ Scanners/ peripheral troubleshooting
• Knowledge of Anti-Virus Clients, Internet proxy, patch management etc
• Sound knowledge of Email clients MS Exchange
• Sound Knowledge of Operating Systems (MS-XP, MS-Win 7 & 8)
• Knowledge of and experience with reporting and automated ticket flow within Atlassian’s Jira Ticketing System is a plus
• Support Windows 7, Windows 10, Mac OS X, iPads, and mobile phones including iPhones and Android phones
• Support enterprise level video conferencing utilizing LifeSize hosted technology
• Office 365 Management and support for TeamSPS members
• Configure and support network printers for OS X and Windows
• Support end-user’s VPN and two-factor authentication configuration
• Consistently update the ticketing system, ensuring proper documentation of all work effort
• Create KB articles for any work that the Service Desk Team is not familiar with
• Provide premier customer service focusing on the end-user experience at all times
• Be responsive to ticketed customer service requests, as well as, business needs
• Be capable of working individually and as part of a team
• Self-motivated and eager to learn new skills
• Flexible and open to change, adapts well to a fast-paced, ever-changing environment
• Grasps the essence of new information without repeated training. Recognizes their own strengths and weaknesses, pursues self-development and feedback
• Able to complete projects both supervised and unsupervised. Responsible for quality work while meeting deadlines
• Desire to go above and beyond at all times to serve our customers and meet our deadlines
• Bachelor’s degree, or equivalent combination of education and experience
• 5+ years experience working as a Desktop Engineer
• Expert level knowledge and experience with Microsoft SCCM
• Experience reporting with Microsoft SCCM and utilizing Microsoft SQL Reporter
• Casper/JAMF experience a plus
• Engineered solutions to address business problems
• Engineered solutions to enhance / improve the end user experience
• Experience with PowerShell to automate common tasks
• Knowledge of and experience with Python scripting is a plus
• Configure and deploy Windows 7/10 and Mac OS X through imaging technologies including SCCM, PXE Boot, and stand-alone processes
• Experience supporting both Windows and Apple computers as well as mobile devices
• The ability to remain calm in stressful situations and adapt quickly to change
• The ability to work independently and with limited supervision while maintaining excellent communication with fellow team members
• Exceptional time management capability to handle multiple projects and priorities in a deadline-driven environment
• Clear and effective communicator, able to distill information to an understandable form while communicating with end-users of various skill levels, and among various teams, levels, and locations within the organization
• Development and deployment of unattended operating system installations for workstations/desktops/laptops
• Generate project plans and subsequent progress reports (including appropriate size, timeframe, and technical requirements)
• Solutions expected to deliver the best possible user experience, with a focus on resiliency of design, migration / upgrade strategy, and supportability
• Minimum of 5-8 years of PC support in a medium or large corporate environment
• Hardware & Software Certifications in current technologies desirable – Microsoft, Lenovo, HP, Apple, etc
• Excellent Customer Services skills both in person and over the phone or written via a remote session / email / Chat client etc
• Position is on site support
• Strong skills in the installation and configuration of a wide range of current industry operating systems, software & utilities including operating systems (Windows/MAC OS) and Microsoft Office in a corporate environment
• Experience in the administration of user accounts and properties – creation, deletion and maintenance etc. Basic Active Directory experience
• Solid PC Hardware skills – competent in all aspects of PC / laptop / peripheral installation, repair, parts replacement and configuration etc
• Physically able to safely lift and carry 50 pounds (23Kg) to move, install, unpack PC equipment etc when required
• Must be able to participate in a support rotation schedule to provide support out of business hours and be flexible for weekend working and a variable schedule as necessary
• Travel to support office moves when required
• Microsoft Lync/Skype for Business – Chat Client Support, Conference Collaboration Software Support, Video and Voice support
• Beginner to intermediate level Unix knowledge
• Knowledge of JAMF Casper
• Experience with Smart Technologies Interactive Whiteboards and Displays
• Familiar with online meeting platforms like Cisco Webex and Skype for Business
• Networking, and A/V experience a plus
• Enter, update and close all support activity into the ticketing system within the SLA
• Provide excellent customer service both desk side and remote including triage and escalating tickets as appropriate
• Provide HW/SW support, repair, deployments, imaging, migrations, installs-moves-adds-changes-upgrades & connectivity issues
• Perform email account maintenance & minor network administration – active directory etc
• Provide basic telephone handset support and extension administration
• Basic support of mobile devices
• Basic support of hardware/software for development and print servers
• Ability to lead small projects with minimal guidance
• Advice or train customers regarding the technical aspects and use of standard software packages
• Design, implement, and document procedures and scripts to automate process
• Develop and/or teach seminars, workshops, or classes to users or other technicians on the technical aspects or use of computer hardware, software packages
• Lead on technical projects for EUC Operations
• Maintain and update user documentation
• Participation through all aspects of the Hardware development life cycle Design, development, review, and implementation of new systems
• Provide training & guidance to team members including automation
• Provide training & guidance to team members on MAC OS
• Provide support for Cloud based apps and client software such as Office 365 including SharePoint, Onedrive and Office Apps
• Support and configuration of Tablet / Smartphone technologies and apps including Surface, iPad, iOS, Windows
• Tier II & III support for iOS devices (iPhones, iPads, accessories)
• Enterprise Mobility Management administration enrollment and management of mobile devices
• Troubleshooting of malware and endpoint remediation
• Apply communication, analytical and problem-solving skills to help identify, communicate and resolve issues
• Analyses desktop, laptop and systems performance indicators to ensure system(s) are operating efficiently
• Configures, documents, upgrades, repairs and/or decommissions desktop and laptop computer hardware following standard operating practices
• Receives and responds to service requests and problems in a customer service oriented manner. Promptly acknowledges, prioritizes, tracks and documents service requests and problems. Notifies customers of the status of issues as appropriate
• Performs desktop computer customer requirements/needs analysis and coordinates and oversees the implementation and usage of various computer tools. Educates customers in a respectful and considerate manner, developing and maintaining relationships with customers
• Maintains media presentation equipment and coordinates and assists end users with conference room equipment setup/disassembly as necessary
• Relocates and sets up desktop computer devices and phones. This includes moving data and voice lines within patch panels in communications closets

Desktop Engineer, Mid Resume Examples & Samples

• 3+ years of experience with hands–on Windows administration
• 3+ years of experience with Windows desktop hardware and software troubleshooting
• 3+ years of experience with systems management tools, including BigFix IBM and SCCM
• 3+ years of experience with scripting and application packaging
• 3+ years of experience with VDI technologies
• Experience with supporting large scale infrastructure initiative, including a large scale Windows OS 7 or 10 desktop upgrade
• Ability to work independently and as a dedicated team member
• BA or BS degree or 6 years of experience with desktop engineering support in lieu of a degree
• Experience as a technical lead preferred
• Possession of excellent oral and written communication skills, including troubleshooting
• BS degree in Computer Engineering preferred; MS degree in Computer Engineering a plus
• Information Security Certification, including ISSEP, CISSP, ISACA, GIAC, or ISC2 a plus
• Microsoft Certification a plus, including MCSA or MCITP
• 5+ years of experience with administering Windows and using systems management tools, including BigFix (IBM) and System Center Configuration Manager (SCCM)
• 5+ years of experience with Windows desktop hardware and software troubleshooting
• 5+ years of experience with scripting and application packaging
• 5+ years of experience with VDI technologies
• Experience as a team leader and managing large–scale infrastructure initiatives at the Cabinet– and Enterprise–level for 15K+ end users
• Knowledge of using (IBM) BigFix and applying patches and updates to servers and workstations using SCCM for wide–scale automated image releases
• Ability to run patch reports for new builds and test, troubleshoot, implement, and assist with all desktop security remediation activities
• Ability to work independently and as a dedicated team member required
• Possession of excellent troubleshooting skills
• ISSEP, CISSP, ISACA, GIAC, or ISC2 Certification a plus
• MCSA or MCITP Certification a plus
• Assure quality standards for a delivered solution or installation
• Diagnose and troubleshoot hardware and software failures
• Engage with clients and assist with fault-finding and break/fix function at medium to high levels of complexity
• Provide telephonic, remote and on-site support to clients
• Assist the Technical Team by documenting standard operating procedures for hardware and software installation
• Methodical and demonstrate problem solving skills
• Aware and knowledgeable on updated versions of software applications and operating systems
• Can deal professionally with client queries
• Can cope well under pressure
• Good communicator and can exercise patience and focus on the job at hand
• Ability to work in a team environment, ensuring a quality solution for the client and contributing to the success of the team

IT Senior Desktop Engineer Sccm Resume Examples & Samples

• Bachelor’s degree in Computer Science or related field (additional years of related experience may offset degree requirement)
• 3 plus years of enterprise support experience to include
• MCSE, SCCM, ITIL or CompTIA Security+ certified
• Build, maintain, and support a base image for workstations including OS, drivers and software packages utilized by all business partners. Escalation point for Managed Workstation issues and/or end user tickets
• The use of ServiceNow for all Incident/Problem/Change record
• 3+ years of experience in a Managed Workstation Engineer or similar role. Strong technical understanding of hardware, drivers, Microsoft OS, software products and the software repackaging/sequencing process
• Must be MCSE or MCSA certified
• Prior interaction with the gov't customer and senior government leadership leaders at the highest levels, prefer those who have experience and skills in this area
• Strongly prefer an Active DOD Secret clearance

Intern, IT Desktop Engineer Resume Examples & Samples

• Install and configure Windows based workstations in an imaged environment
• Support, monitor, test, and troubleshoot a variety of hardware and software problems
• Provide end users support for all LAN- based applications
• Work directly with Desktop Support Technicians to support Shareowners
• Collect & input asset data into CMDB
• Must be an undergraduate student in pursuit of a Bachelor’s degree in Computer Science, Computer Systems or related major
• Must be currently enrolled in school with a successful completion of 2 years of undergraduate studies (minimum of 60 credit hours towards Bachelor’s degree)
• Must have a minimum GPA of 3.0
• Ability to provide college transcripts as well as a letter of recommendation from a faculty member
• Must be eligible to work in the United States
• Candidates are responsible for their own housing and transportation during the internship
• Experienced in Windows 7, 8, 10
• Advanced in Office 2010 or above
• Self Motivated
• Good general IT experience essential including knowledge of PC and peripheral architecture
• Knowledge of current and past Microsoft Workstation operating systems and common networking techniques
• Strong customer skills and focus
• Full UK driving licence
• Must be enhanced DBS (Disclosure and Barring Service) cleared
• 3+ years of experience with hands-on Windows administration
• BA or BS degree or 7 years of experience with desktop engineering support in lieu of a degree
• BS or MS degree in CE preferred
• Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users
• Analyze, resolve, respond to, and document end user inquiries
• Troubleshoot connection issues with LAN/WAN
• Update tickets with accurate and timely records of work performed, and resolution detail
• Perform additional tasks (end user/infra related) when required
• Support and maintain the desktop and laptop computing environment for the company’s UK office and for remote users across the EMEA region
• This includes troubleshooting, configuring and repairing computer hardware, printers, software, network connectivity and operating systems
• The IT Desktop Specialist will provide hands-on desk-side support assistance and be responsible for client computing devices throughout all phases in the hardware and software lifecycle (e.g., deployment, operations/support and retirement of devices). The IT Desktop Specialist is expected to perform the majority of the aforementioned tasks whilst providing a high level of customer service to the users, including executive support
• Tier 2 technical escalation point for the helpdesk team for issues that cannot be resolved via phone or remote access
• Manage work requests via a helpdesk ticketing system and create documentation for support processes and workflow
• Investigate and recommend hardware & software solutions and upgrades based on evolving business challenges
• Provide periodic training or New Hire Orientation as required
• Routine administration and housekeeping tasks
• Support and troubleshooting for users with mobile devices such as Apple iPhone and iPad, Android users etc
• Windows OS software packaging and deployment
• VMware VDI support * Windows Group Policy Management
• Knowledge of Office 365 OneDrive for Business and Skype
• Troubleshooting and documentation
• Partner with various help desks to ensure streamlined support processes
• Document Solutions

Systems / Virtualized Desktop Engineer Resume Examples & Samples

• Experience with deploying, configuring, and managing enterprise configuration and application management solutions using Microsoft SCCM
• Experience with deploying, configuring, and managing enterprise solutions for Windows 7, Windows 8, and Windows 10
• Experience with the management and operation of systems monitoring tools, including SolarWinds, Splunk, or Microsoft SCOM
• Knowledge of ITIL change management and problem management best practices
• Microsoft Certified Solutions Associate (MCSA) in Server 2012 and 2012R2 or Microsoft Certified Solutions Expert (MCSE) in Server 2012 and 2012R2 Certification
• VMware Certified Professional (VCP–DTM) or VMware Certified Advanced Professional (VCAP–DTM) Certification
• Experience with designing, deploying, managing, and configuring virtual and physical workstation environments using Windows 7 and above and Microsoft SCCM
• Microsoft Certified Solutions Associate (MCSA) in Server 2012 and 2012R2 or Microsoft Certified Solutions Expert (MCSE) in Server 2012/2012R2 Certification
• VMware Certified Professional (VCP–DTM) Certification or VMware Certified Advanced Professional (VCAP–DTM) Certification

Associate Desktop Engineer Resume Examples & Samples

• Provide a second level of support for the 1st level Service Desk. The majority of these issues are resolved remotely and over the phone
• Provide service in accordance with established service level agreements, through proactive monitoring and ongoing trend analysis
• Support the implementation of internal business systems
• Maintain operating procedures, configurations, and end-user documentation
• Record problem symptoms and status information through the use of a computerized problem management system
• Perform follow up and escalation of outstanding problem
• Proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status. Provide follow up once resolved to ensure customer satisfaction
• Maintain a working knowledge of internal client specific applications and architectures exposing vulnerabilities and/or improvements and recommending solutions
• Test and deliver patches, product releases, and other firm-supported upgrades and enhancements
• Identify problematic trends consistent with the infrastructure environments and provide thorough analysis and resolution
• Recommend, develop, and implement enhancements to existing applications and workstations based on client requirements
• Work in a multi-disciplinary team to provide day to day technology production support and support for technology projects
• Production support to include problems resolution, technology moves, new user’s configuration, hardware, build and operate functions, operating systems, application support, desktops/laptops roll-outs, id administration, etc…
• Providing shift cover from Monday to Friday 8am – 5pm. The nature of the business means there can be times throughout the year when weekend and night work is required
• Document, maintain, improve standard processes in desktop management
• Resolve problems effectively and efficiently to minimize users’ disruptions
• Provide an extremely high level of customer service
• Improve on existing IT process
• Provide immediate support while juggling multiple projects and tasks
• Prioritize tasks and be extremely efficient
• Ability to respond calmly to high pressure situations and to professionally communicate with nontechnical staff, executives and vendors
• Strong background in Windows client operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, Active Directory, Exchange, desktop imaging
• General issues resolution for Exchange, BES, Citrix, Firewalls, VPNs, Polycom Video Conferencing and other more advanced pieces of infrastructure
• Experience with Mobile device support, desktop imaging and Microsoft Lync
• Serve as the escalation point for the on-site Tier 2 support engineer, remote support engineers, and the West Monroe Partners Service Desk for questions and complex issue resolution
• Strong organization skills, balancing client support tickets, tasks, and projects
• Work directly with client management and provide written and oral status updates; facilitate and lead meetings in both a project and escalated incident setting
• Strong communication skills to be able to work with the client team and remote internal resources
• Presence to handle walk-up requests, and the ability to quickly prioritize and respond accordingly to dynamic client demands
• Strong background in Windows server platforms and applications, including, Active Directory, Group Policy, WSUS, Exchange, MDT, File/Print, antivirus, etc
• Mastery of client operating systems, standard desktop applications, and hardware troubleshooting
• Maintain and create process documentation and identify opportunities for improvement
• Act as the technical lead for projects surrounding workstation management and deployment

Senior L Virtual Desktop Engineer Resume Examples & Samples

• Ability to perform complex and varied assignments in support of the team’s scope of work
• Ability to exchange complex information within team and with others
• Analytical thinking and experience with data analysis tools and methodologies
• Planning, multi-tasking, and prioritization skills
• Team-oriented and collegial approach to addressing challenges
• Strong people, process, and business focus
• High level of proficiency with all Server Based Computing Platforms and the tools used to support them
• Citrix XenDesktop 6.5/7
• VMware Horizon suite
• Wyse and HP Thin Client Edge Devices
• AppSense Environment Manager (for policy management)
• Dynamic Operations
• Citrix XenApp 6.5
• Citrix Access Gateways
• Citrix Receiver \ VMware View Client
• The role currently provides a 24/7 support operation. On-call shifts will be scheduled on a rotational basis. It should be noted that on occasions there may be a requirement for weekend coverage in support of our clients and other service desk projects. This role will be for various shifts and will be adjusted by manager as needs arise
• Although being part of a team, you will be expected to work un-supervised on occasion and manage your workload effectively
• End User Support
• Project Planning and Implementation
• Documentation and Inventory
• Applies understanding of computer software and hardware to diagnose problems, determine appropriate course of action, provide complete follow-through to successful resolution
• Provides integrated and project management support for all technology platforms
• Maintains accurate documentation in the Help Desk system of all user requests, repairs and reported issues including cause, resolution and preventative action
• Manage IT end user support requests from the executive staff, visitors and support staff to deliver all IT needs including the design, configuration, installation, and maintenance of local area network hardware, software, and other computing technology
• Ensure support coverage is available to end users either on-site or on-call 24/7, coordinate additional resources during critical meetings at the site as required
• Monitor onsite technology equipment performance to ensure corporate departments are receiving
• Bachelor’s degree including course work in computer science and Microsoft certification required
• Minimum 6 years of experience operating within a multiple technological environment, related experience may substitute for college course work
• Minimum 4 years of previous IT/related management experience required, 5+ years of previous IT/related management experience preferred
• Working knowledge of network and communications hardware/software and knowledge in creation of technical project plans
• Excellent computer skills including desktop computing systems hardware, software
• Microsoft Certified Professional (MCP), Cisco Certification, A+ Certification, or related certifications a plus
• Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment
• Ability to clearly and concisely communicate technical information to most levels of management and non­technical users across functional lines
• Ability to work independently with limited supervision
• A Bachelor’s degree in Computer Science or a related field
• Or the equivalent combination of experience and education that would demonstrate the capability to successfully perform the essential functions of this position
• At least five (5) years’ experience supporting and implementing technology environments
• Familiarity with diagnostic and administrative tools
• Good analytical and problem-solving skills
• Good communication (oral and written) and interpersonal skills
• Able to solve a range of problems in stressful situations
• Able to analyze possible solutions and assess each using standard procedures
• Able to effectively explain information and influence others in straightforward situations
• Able to make appropriate decisions within guidelines and policies
• Able to effectively prioritize own work to meet changing deadlines
• Provide after-hours and weekend on-call support for service-related issues
• Provide Level 2 and Level 3 support in a primarily Microsoft environment
• Maintain desktop standards, knowledge base, and system documentation
• Create, maintain and administer standard image, deployment, management, and monitoring capability
• Perform planning, design and implementation of workstation hardware, software, and application upgrades and rollouts
• Work closely with Network and Systems Engineers to gain knowledge of network topology, profiles and tasks within a Windows based back end environment
• Provide systems / OS support for a large application portfolio
• Deliver assigned projects, on time and within budget
• Research and evaluate desktop capabilities and tools as required to ensure functionality is available to support business initiatives across the organization
• Evaluate and recommend emerging technologies
• 6 years of related technology experience
• Excellent verbal and good written communication skills
• Experience in multi-sourced environments a plus
• Microsoft and related certifications a plus
• Security / GPO / AD experience a plus
• Provide last tier support for both on site and remote office locations as needed
• Manage projects and tasks such as upgrades, migrations, maintenance R&D, and proof of concepts for new technology with minimal supervision
• Assist in the evaluation of business problems, evaluate and recommend vendor packages, and implement required software
• Take ownership and responsibility of all onsite technology such as system management, Imaging, and Endpoint Security
• Improve on existing IT process in order to enhance end user experience
• Minimum 5 years + experience in Desktop engineering in a business environment
• Highly Proficient in Windows 7, 10
• Proficient in Mac OSX
• Strong analytical and problem solving skills with the ability to think out of the box
• Experience with Microsoft Active Directory and GPO
• Experience with VM environment or equivalent is a plus
• Experience with Disk Encryption
• Proficient with Microsoft Office software
• Experience with PowerShell, VBScript, WMI or equivalent
• Experience in software deployment and automation
• Knowledge of McAfee EPO Server or equivalent is a plus
• Knowledge of Symantec Antivirus Solution or equivalent is a plus
• Knowledge of Dell Kace 1000 and 2000 is a plus
• Ability to effectively provide last tier support for both on site and remote office locations as needed
• Must be willing to travel domestic and international as needed (10%)
• Work closely with other Desktop Engineers to manage the client environment in accordance with best practices
• Continually strive for innovation and automation in the client environment
• Administration of McAfee ePolicy Orchestrator
• Vulnerability Management (identification, tracking, remediation, reporting)
• Mac Enterprise deployment, configuration, and management
• Group Policy administration
• Create and modify custom scripts
• Administration of VMWare Horizon Virtual Desktop Infrastructure
• Create and modify Virtual Desktop images/pools and provision new users
• Administration of Citrix XenApp 7.6 environment
• Perform Client Management tasks using the Symantec Management Platform (Altiris) 7.5 and SCCM 2012 R2
• Testing new hardware, software and operating systems for integration
• Perform testing and system changes in accordance with the Change Management Policy
• Providing recommendations to improve the overall stability of the workstation environment
• 3rd Level technical support to resolve issues with client agents, software installations, etc
• Responsibilities may require evening and weekend work in response to the needs of the systems being supported
• Familiarity with a range of systems including Windows, VMware, Active Directory, Group Policy, DNS
• Knowledge of scripting as it applies to workstation management
• Knowledge of computing and network hardware and peripheral equipment. Ability to communicate technical information to non-technical personnel
• Excellent troubleshooting, problem resolution and root cause analysis skills
• Work duties include evaluating emerging end user hardware (Desktop, Laptops, Tablets, etc.)
• Automating desktop processes
• Troubleshooting escalated complex end user issues
• Creating and updating EUC IT strategies
• Technical Lead on Projects, EUC-related audit remediations
• Mentor to others in EUC Department (Service Desk Reps, Systems Engineers I and II). Basic Qualifications
• 3 years of mobility / mobile device management
• Bachelor degree or higher in Computer Science
• Banking or financial services industry experience
• Plans, forecasts and implements new technologies of high complexity
• Demonstrates advanced knowledge of multiple advanced technologies and expertise in the management, administration, configuration, maintenance, and repair of hardware and operating production devices
• Capable of interfacing and consulting with users, management, and support and technical staff on projects, planning, issues, policy, reports, troubleshooting, and installations
• Exhibits excellent technical and time-management skills which demonstrate the ability to manage projects and deliverables by expected due dates
• Demonstrates advanced knowledge of and expertise in existing and cutting edge technologies
• Exhibits expert knowledge in the use of existing and future technologies
• Coaches and mentors Level I staff, Level II staff, customers and peers
• Serves as expert for management task forces and committees
• Participates and provides feedback to improve CHOP corporate and IS processes including, but not limited to, work flow, project management, time accounts and employee reviews
• Works extensively with the IT organization on projects, planning, issues, policy, reports, troubleshooting and installations
• Utilizes monitoring, performance analysis, systems management, software and hardware equipment to troubleshoot and isolate problems
• Proactively recommend enhances/upgrades to ensure enterprise stability
• Understands and can speak to the infrastructure components that provide the foundation to the applications owned by technology administration
• Provides technical support to manage and deliver projects by expected due dates
• Attends technical meetings with customers to gather information for reporting, project planning, and technical decision-making
• Communicates production problems to affected clinical users as appropriate, following problem management procedure
• Participates in projects and represents technology administration services
• Participates in internal and external audit activities
• High School Diploma required or equivalent years’ experience. Bachelor’s degree, Associate’s degree or technical diploma preferred
• Four to six years relevant (to concentration) IT experience preferred
• Experience in healthcare technology preferred
• Advanced certification in enterprise platform required (i.e. Microsoft management tools)
• ITIL certification preferred
• Working knowledge and experience of Active Directory, Group Policy, Asset management lifecycle and tools, device hardware, platforms and operating systems required
• Knowledge of Microsoft Management Tools, Enterprise Printing Management, software distribution tools required
• 3 years of VMWare
• 3 yeas of Citrix
• Terminal Server
• 3 years of Desktop Application Support
• Strong programming
• 1 years of strong knowledge of .NET (C#) and .NET framework application development
• 1 year of scripting languages (JS/ VBS/ JavaScript)
• 1 years of solid experience with programming (preferable in Java / .NET (C#, VB, etc.)/ VBA / HTML/ SQL)
• Ability to analyze, understand business problems and express it in UML or other modeling language
• Technically sound candidate with hands-on development experience
• Proficiency in MS Office (Access, Outlook, Excel) including macros creation
• Experience with automation technologies (Blue Prism, Automation Anywhere, Fusion, Jacada, etc)
• Good interpersonal and teamwork skills
• IT Support based qualifications / training
• Understanding of Microsoft Networking and Active Directory
• Knowledge of Microsoft Windows 7 and above
• Knowledge of ISS Email System (O365, Outlook, Exchange and OWA)
• Understanding of DNS, DHCP, WINS and TCP/IP
• Ability to work independently with minimal supervision as well as in a team environment
• Ability to follow escalation procedure within IT Operations
• Establish standards and procedures for best practices, enabling commitments to established SLA's
• Understanding of various Desktop Management Systems such as anti-virus software, patch management and software delivery
• Ability to communicate the status of various systems to management and/or support personnel
• Ability to skillfully react to a fluid and constantly changing work environment
• Ability to prioritize, organize and multitask various work assignments
• Understanding of Microsoft Office Suites (Word, Excel, PowerPoint, Access, Project, Visio, FrontPage, etc.)
• Understanding of standard desktop applications on images
• Understanding of Sopho, PDQ, Cisco FireAMP, and Checkpoint encryption products
• Understanding of desktop Microsoft Windows Server Update Services
• Understanding of ITIL overview and tier structure support using ticket tracking system
• Understanding of Operating System life cycle; develop, test, train and implement
• Understanding of Apple OSX operating system, Casper and Centrify software
• Understanding of virtualization (VDI, Citrix XenApp, XenDesktop)
• Assist in driving improvements to the team’s service delivery functions through analytical analysis from which technical or service delivery advancements are made and are measurable
• A strong interest, passion and aptitude for learn broad range of technology areas (desktop OS, network layer, application installation processes, endpoint protection software, scripting and other software languages)
• Provide tier-3 support within the IT Global Desktop team across various technology platforms and systems
• Provide top-level customer service where the customer is your focus at all times
• Be responsive to customer service requests and in doing so identifies chronic system or delivery problems, makes fact-based decisions and leads projects that remove or reduces these risks / issues
• Demonstrate the ability to develop automation advancements in desktop imaging, asset management and account management areas
• A strong understanding and hands-on experience with enhancing asset and software management lifecycle
• Ability to balance a 60%/40% split of time between customer service issues and project work
• Excels at independent work while active participating in team collaboration or project efforts
• 5-8 years of experience working in Windows PC Support or an equivalent occupation
• 5 years support of Macs and Apple products
• 1-2 years in desktop engineering role and/or a tech lead role within a desktop support team
• Bachelor of Science, Computer Science or equivalent degree. Computer Industry certifications on Endpoint device management

L Desktop Engineer Resume Examples & Samples

• Experience building and deploying desktop images, should have experience with domain joins
• Experience supporting software provisioning, and application support troubleshooting (ex. Adobe, Microsoft, Dropbox)
• Team lead experience would be a plus
• Engineering or computer science educational requirements or has equivalent work experience
• Experience working in large corporate enterprise environment
• 5 years of work experience with Client / Server Intel Platforms
• Experience in testing and integration of Microsoft Products or Linux software
• Keeps people informed through use of appropriate methods
• Shares relevant or useful information in a timely manner
• Fosters exemplary cooperation and collaboration within and between teams
• Communicates clearly, concisely and accurately
• Ability to work with vendors and customers
• French an asset
• Possess a positive attitude and the drive take care of clients' needs in a professional and courteous manner
• Ability to work independently, as well as in a team environment
• Produce and maintain a high quality and quantity of productivity which can sometimes be under tight timelines
• Competence to prioritize and to redefine priorities when necessary
• Knowledgeable in call routing and case management processes
• Experience handling stressful situations
• Experience with word processing, spreadsheet, presentation, email and database products
• Knowledge of Microsoft Windows, Lotus Notes, Printers
• Documents management system and networking an asset

End User Services Desktop Engineer Resume Examples & Samples

• Support, and become a SME with the Radia solution which provides software delivery, patching, and automated seat build process for client seats throughout the enterprise
• Provide engineering support and become a SME for the client seat operating system build process
• Adhere to roadmaps and standards for Core Applications
• Researching and developing standard configuration settings appropriate for each application
• Assist in the development of associated infrastructure components (AD configuration, Group Policy settings, etc.)
• Providing application packaging teams with relevant information and liaison throughout the application package creation process. Support application packaging when needed
• Development and execution of lab testing plans (including automated and manual testing processes)
• Liaising with software vendors to understand product lifecycles, security updates and other releases
• Creation and submission of required documentation and other report associated for the applications
• Liaison with the support organization on open issues and investigations
• Issue escalation to software vendors where appropriate
• Documenting and reporting fixes and updates during the development process
• Support monthly vulnerability and readiness mitigation activities, both are critical to maintaining the network security and have extremely short timeline to implementation
• Responsible for engineering part or all of the technical solution to the client, in accordance with an agreed technical design. Occasionally responsible for providing a detailed technical design for enterprise solutions. Understands a broad spectrum of company technology in order to provide part or all of a detailed technical design which meets customer requirements
• Provides technical expertise on integration activities that are part of a solution release. Participates in integration testing and ensures engineered solution completes integration testing successfully
• Contributes to knowledge management artifacts and solution documentation
• Must be able to work locally in the San Diego office
• 1-3 years of Technical document writing experience
• 3-5 years of software engineering
• 3-5 years of WSUS, SCCM, and/or SCUP
• 3-5 years of MDT
• 3-5 years’ experience with Radia solutions supporting software delivery and patching for a large enterprise
• 3-5 years of professional experience and a Bachelor of Arts/Science or equivalent degree in computer science or related area of study; without a degree, three additional years of relevant professional experience (8+ years in total)
• Extensive experience with standard scripting languages and techniques (VBS, PowerShell)
• Extensive knowledge and understanding of Microsoft client operating systems including Windows 7, Windows 8, Windows 10 and their use in global enterprise environments
• Extensive experience with Microsoft Office and other enterprise applications, including ownership, support and management in multi-language environments
• Experience with and knowledge of AD design and GPO management
• Understanding of application packaging and deployment technologies used in corporate environments including Windows Installer
• Exemplary communication, analytical skills, and technical knowledge across the client environment
• Ability to produce concise and clear technical documentation
• Results orientated and schedule driven
• Ability or demonstrated experience translating vague requirements into a functional design
• Ability to work as an active member of a team across teams. Occasionally leading a small team on technical discussions, problem solving
• Ability to learn and contribute to proprietary tool sets
• Ability to help solve diverse and complex problems related to supported engineering solutions and tools
• Ability and willingness to support quick turnaround activities
• Familiarity with the following: SCCM 2007/2012 SP1 R2/SMS2003 WSUS/SCUP Active Directory DNS DHCP IIS Microsoft Deployment Toolkit Windows AIK WMI PowerShell VBS Batch scripting Desired State Configuration HP Client Automation Enterprise Persistent Radia ACAS DISA Secure Host Baseline STIG Analysis and Compliance SCAP IAVA Compliance 802.1x InstallShield AdminStudio Enterprise Antivirus HBSS VMWare Workstation Vsphere Wireshark IDS IPS Wireless Protocols and Configurations VPN PKI Windows Deploy Services ADK DISM
• Advanced Knowledge in Problem Determination, Solution and Notification
• Advanced Knowledge in Windows OS, both PC & Server knowledge
• Advanced Knowledge of Backup and Recovery processes
• Advanced Knowledge of RF environments
• Advanced Knowledge of Incident Management
• Advanced knowledge of Problem Management
• Advanced knowledge of Networking / Communication / Wireless systems
• Basic understanding of the Operations and Management of IT Assets
• Basic understanding of Change Control
• Basic understanding of System Integration
• Basic understanding of Citrix environment
• Preferred Candidate possesses the following Skill Sets or Capabilities
• Basic Understanding in Windows OS, both PC & Server knowledge
• Basic Understanding of Backup and Recovery processes
• Basic Understanding of Symbol RF environments
• Basic Understanding of Escalation Management
• Basic Understanding of Problem Management
• Basic Understanding of Networking / Communication / Wireless systems
• Basic Understanding of Managing Vendor Relationships

IS Desktop Engineer Resume Examples & Samples

• Required - 2 years IT experience with Master's degree OR 4 years IT experience with Bachelor's degree OR 6 years IT experience with Associate's degree OR 8 years of IT experience
• Must have computer skills and dexterity required for data entry and retrieval of patient information. Must be proficient with Windows-style applications and keyboard
• Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals throughout the patient care process
• Proficiency working with databases, on-line solutions and programming languages
• Analytical skills and logical thought processes in order to formulate solutions to problems
• Ability to work under stressful situations so that communications with users, IS staff, and vendors continue to be objective and professional at all times
• Ability to work with frequent interruptions and frequent changes in priorities

Desktop Engineer, Junior Resume Examples & Samples

• Experience with using PowerBroker for Windows
• Experience in an enterprise IT environment and with the implementation and rollout of new or updated desktop technologies
• Experience with multiple platforms, including Windows, UNIX or Linux, and Apple OSX or iOS
• Knowledge of a variety of service desk management and reporting tools, including ServiceNow
• Knowledge of security requirements and guidelines, including NIST 800–53, FISMA, USGCB, HHS, and NIH, data system networking and protocols, including IP, such as TCP and UDP, SNMP, SMTP, networking STIG scanning tools, and McAfee
• Experience with Unified communications or VoIP
• Experience with Cloud–based solutions
• Experience with Microsoft SQL Server and Oracle SQL Server
• Experience in development with ServiceNow, Cisco Call Center, KNOVA, or COGNOS
• Experience with the .NET development platform and at least one supported language, including ASP.NET

Desktop Engineer Mac-apple Resume Examples & Samples

• Support over 1500 varied and globally dispersed Mac endpoints
• Support over 4000 mobile devices across BYOD and Retail utilizing AirWatch
• Maintain the Apple-OS image keeping up to date through centralized JAMF deployment of monthly and ad-hoc Microsoft, Adobe, and Java patches
• Evaluate and test new laptop and desktop models for performance, compatibility, and suitability to business needs using accepted benchmarking tools
• Evaluate, package, and test specialized client and agent software via JAMF which is not suitable for deployment via virtualization
• Maintain global Mac System management system (JAMF/CASPER)
• Effectively own assigned engineering projects within the team, collaborating with teammates and peers as needed, creating implementation plans and design documents as required
• Provide timely status reporting to line manager
• Be available for on call or after-hours work on occasion as needed
• Familiarity with Packaging tools: Composer, Packages, pkgutil (command line) and the structure, concepts of MacOS X packages
• Basic UNIX command line experience (bash)
• Familiarity with Application Support for Microsoft Office, Adobe Creative Suite products
• Familiarity with basic Networking concepts and troubleshooting
• Familiarity with LaunchAgents/Daemons
• Familiarity with Configuration Profiles and or MCX management
• Familiarity with MacOS X integration with Microsoft AD and infrastructure, including network shares
• Proficiency with MacOS X Yosemite, El Capitan and Sierra OS troubleshooting
• Proficiency with Apple Remote Desktop, Strong critical thinking, analytic and problem solving abilities
• Strong organizational skills. Project management experience a plus
• Able to demonstrate a high degree of flexibility, including flexibility in working hours to support employees and customers across multiple time zones
• Ability and desire to support multiple ongoing project and operational work streams in parallel
• Ability and desire to prioritize and adapt in a matrix environment to evolving business and dynamic project goals and deadlines
• Willingness to continuously explore and embrace new technologies not simply choosing the latest release of an existing familiar application
• Ability to use a call management system (ServiceNow)
• Must possess excellent organizational, oral & written communication and interpersonal skills
• ITIL Foundation certification. Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end-users
• Show initiative when dealing with problems
• Bachelor’s Degree, preferably in IT-related field
• Dropbox & OneDrive
• Cisco Jabber & WebEx Preferred
• AirWatch Preferred
• 5-7 years working in a Desktop Engineering capacity at an enterprise organization(500+ end users)
• Strong experience in Desktop Engineering responsibilities including managing SCCM infrastructure, creating golden images in Windows 7/10, OS/Software Deployment, Task Sequencing and Tier III Support
• Ideally has experience working in a Windows 10 Environment but at least have experience exploring Windows 10 Enterprise (pilot, proof of concept, etc.)
• Application Package Deployment: Working knowledge of endpoint management system to help deploy packaged applications via LanRev, JAMF Casper SCCM, etc. Willingness and ability to use multiple endpoint management platforms. Regularly distribute applications upgrades, packages, patches and OS Updates via our endpoint management systems according to regular bimonthly Patch schedule or out of band release when necessary. Candidate needs the discipline to follow specific policy and procedure to research & customize updates for Time Inc use, upload them to our endpoint management systems, develop, test, patch test and then ultimately be responsible for updating the entire production Mac and PC estates. We will continually expand our offerings of applications that will need packaging and patching according to approved software lists. Updates may include plugins, registry changes, settings and configuration changes as well
• Monitor, Notification and Report Generation: One of the key elements to successful package creation and deployment is the constant monitoring of the environment for issues, adoption rate, and non-compliancy. Ultimately candidate will follow process and procedures to monitor and make sure each rollout or upgrade is completed to pre-determined levels of success. Must generate reports on progress and communicate clearly, in a timely fashion the results of the monitored items
• Software License Tracking: Help monitor and track software and software licenses. This will also include notification and report generation
• 3-5 years experience supporting technology in a corporate environment
• Strong analytical and problem solving skills and ability to be resourceful in a high-pressure, time sensitive situation
• Ability to learn and follow direction from senior staff members

Senior Desktop Engineer Junior Resume Examples & Samples

• Third Level Desktop Support: Must have the ability to troubleshoot complex OS and application issues (Windows 7/10 & macOS) that are not normally solved by level one or level two desktop support personnel. Issues can range from network related (DNS, DHCP, TCP/IP, wireless), patching problems, encryption recoveries, application crashes, to driver & software incompatibilities and hardware problems. These problem cases may be assigned via other engineers, support personnel, common queues, customer calls, email or our ServiceNow ticketing system. Ultimately all issues should be tracked via ServiceNow. Part of the Third Level support responsibilities will be to monitor and update the ServiceNow Desktop Engineering queue. This will entail receiving, investigating, troubleshooting, updating and ultimately resolving or routing the ServiceNow requests according to stated SLA’s. This can entail working directly with other Global Technology Services groups or application owners to resolve the issue or complete the task that has been assigned. Will need to the ability to work fast and independently when assigned a troubleshooting task, whether one machine or a group of machines are affected. Must communicate clearly each stage of the process to completion
• Documentation/KBs: Help document procedures and develop KB articles for use by the Tech community, helpdesk, Support techs, and customers. Etc
• Maintain Desktop Technologies: The various desktop technologies & tools needs constant maintenance for successful optimum functionality. The candidate will be asked to helped monitor areas of the various tools and to perform needed maintenance as necessary. Such examples included pruning superseded patches, monitoring license counts and delete outdated records, test and reanalyze firewall rules, maintain system upgrades, etc
• An in-depth understanding of desktop OS's including Windows 7 & 10 and macOS and how it relates to networking, security and servers in an Active Directory environment
• Own the Outcome
• Do it, and do it right
• Run IT like a business
• 5-7+ years of desktop engineering & architecture
• In depth knowledge of MS Windows 7,8,10 Operating systems
• System management experience - MDT, SCCM, GPO, WSUS, etc
• Software packaging experience - Profile management, software deployment standards, etc
• Working understanding of Active Directory including Kerberos, GPO, LDAP, and basic Forest/Domain design/deployment
• Scripting experience in one or more scripting languages (e.g. PowerShell)
• Experience in a Financial, Biotech, or other regulated industry
• Security minded, with enterprise scalable experience
• Work with a talented and motivated IT team that is transforming the way IT
• The opportunity to have on-going opportunities to work with and on new technologies; and,
• Work on projects and platforms that will have a high level of impact across all parts of the organization
• Operational responsibility for the endpoint management infrastructure utilizing
• Direct experience with and advanced knowledge of Windows system administration and maintenance, including deep knowledge of the registry, file system, processes, services, and security
• Advanced knowledge in the creation of standard management scripts/automation (VBS, PowerShell, WMI)
• Proven knowledge of endpoint operating systems and platforms, networking technologies, server technologies, and endpoint management
• Strong ability to strategize for the future, design technical solutions, and define/generate reports
• Be creative and innovative to design new or improve upon existing technical solutions
• Strong documentation, organizational, and project management skills
• Self-motivated and ambitiously proactive
• Good presentational skills and the ability to interface directly with internal customers, senior-level and mid-level management as well as internal technical IT teams
• Excellent work ethic; must be able and willing to be a productive, reliable, and collaborative team member
• Experience with Google Chrome device management
• Receives and responds to incoming calls/tickets
• Creates tickets with documented problem determination, troubleshooting and next step actions
• Documents user problems, resolution, and new solutions for future reference using tools and resources
• Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, productive internal/external working relationshipsand follows up to assist users in solving their information systems problems in a continuous user-support environment
• Refers user problems to Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution
• Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors
• Builds productive internal/external working relationships
• Previous experience with Windows operating systems, as well as Microsoft based applications such as Office 2007, 2010, 2013 preferred
• Experience with Mac Support preferred
• Experience with patch management, remote imaging, application deployment, inventory/asset management, anti-virus protection
• Experience with Mobile device configuration and support preferred
• Has ability to communicate effectively and tactfully with all levels of personnel
• Ability to drive detailed design planning, development and deployment of a standard desktop infrastructure including OS, application packages and the associated security requirements
• Ability to work well under time constraints and be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned
• Develop standards for deploying software – vendor supplied or “home grown”. Document standard procedures, automate where possible. Work closely with application developers to ensure standards are understood and incorporated into all applications during initial install or version updates
• Translate business needs into processes. Identify and document the workflow needed to accomplish complex tasks
• Experience developing and implementing scripts to automate or assist in automating tasks. Run debugs and tests to ensure automated scripts are running correctly
• Participate in the development of a corporate strategy for future desktop purchases/deployment: assist in the evaluation of hardware requirements, assess existing systems prior to new hardware installation and provide after conversion support. Review all new desktop related purchases – hardware, software, licensing, etc. and ensure they are in SCCM and the asset management database
• Maintain inventory of hot spares for critical store machines
• Evaluate the hardware requirements needed for new projects (whether involving new equipment or modifications to existing systems) and recommend an implementation plan that meets project scope, budget and due date. On an on-going basis review all desktop related purchases to assure integrity of new strategy is maintained
• Provide technical expertise to resolve escalated, open service tickets
• Ability to maintain software licensing and run SAM reports when necessary for Microsoft Software True-ups
• Advanced technical skills in various Microsoft OS and applications
• Solid background in SCCM 2012
• Knowledge of Microsoft and other software licensing programs
• AdminStudio, Windows 7 and Win 10 migration experience are a major plus
• MAC experience beneficial
• Good communications skills - verbal and written
• Extensive technical expertise allowing them to provide advanced problem resolution
• Flexible and creative attitude towards providing customer service
• Comprehensive benefits package, including medical/dental
• Paid vacations and personal days
• Liberal employee discount
• Opportunity for advancement
• Requires 5+ years of systems administration
• Requires 5+ years of experience in systems engineering and architecture of Microsoft infrastructure
• Certifications in Microsoft is a plus
• Ability to organize and prioritize workflow to meet established timeframes
• Leading a team of 4+ engineers
• Perform A.D. integration; GPO development; scripting and troubleshooting
• Develop/present LOE and PMP tasks for large scale projects
• Coordinate 3rd party support efforts to resolve advanced issues
• Verify with customer that solutions fulfilled need and update the ticketing system with triage/resolution specifics
• Advise and educate end-user/co-workers on procedural guidelines to ensure a complete solution to their technical issue
• Develop and document policy and support as it relates to continued operations
• Participate in project meetings to collect customer requirements for solution
• Develop; test and deploy solutions utilizing industry standard tools/methodologies such as SCCM and GPO
• Bachelor’s degree or better in the Information Technology field
• 8 or more years of experience in performing Domain and Workstation management with a strong understanding of utilizing management tools/functionality such as SCCM
• Certifications in MCP, CCNA, Security +, A+, Network+, ITIL, PMP or equivalent experience are a plus
• Strong understanding of centralized configuration methods and tools including A.D. integration; GPO's; scripting and troubleshooting
• Strong technical and analytical skills; with solid experience in problem analysis and resolution of software problems
• Previous experience with Remedy preferred
• Strong communication; interpersonal and analytical skills
• Reliable employment history with strong attendance and punctuality records
• Ability and desire to provide excellent customer service
• Candidates must have a strong sense of ownership; initiative and professionalism
• Ability to adapt quickly to new technologies; with a good verbal and writing standard in order to convey technical/policy direction
• Strong organizational skills; ability to prioritize
• Script and integrate application packages for our distribution software, Ivanti (formally LANDesk) using PowerShell, batch, Orca and/or transforms
• Manage multiple facets of Windows 7 OS, inclusive of registry, file system, services and ODBC connections
• Design and support images for HP Windows Embedded OS thin clients, used by both internal and external employees, accommodating for differences in departmental work flows
• Act as a VDI subject matter expert (SME) for Major Incident Management support
• Develop and present recommended infrastructure changes for the physical and virtual PC environments to the Change Control Advisory Board. This include implementation, testing and back-out white pages, complete with disaster recovery proposal(s)
• Manage small to large scale projects, designing software implementation solutions, formulating��roll out strategies, and executing these work plans within the allotted��time frames and financial scopes
• Maintain adherence to mandated device security compliance policies, keeping anti-virus and Windows security patching current, organization-wide
• Work closely with the Systems Administration, Information Security and Networking Design teams in supporting the virtual infrastructure
• Virtualize software using the Microsoft App-V sequencer and ThinApp; configure user account-based access in Active Directory
• Manage operational and project-focused Incidents and Requests for VDI and other system hardware/software using Service Now
• Generate step-by-step documentation for all work being done in both test and production environments. This includes submissions to our Service Now information repository
• Test all new hardware and software to ensure system compatibility with our production standards
• Coordinate both troubleshooting and software validation discussions with vendors, the respective applications analysts and (when applicable) technical account managers
• Comply with established departmental policies, procedures and objectives
• Attend a variety of meetings, conferences, seminars as required or directed
• Demonstrate use of quality improvement and lean strategies in daily operations
• DoD 8570 Baseline Certifications required
• Prior experience providing desktop management support
• Prior experience supporting applications within a DoD network
• Prior experience supporting ArcSight, Windows and Linux server
• Prior experience implementing and utilizing HBSS capabilities
• Hard working, motivated, self-directed, and able to think critically
• B.S. in Information Systems related major or 4 years of equivalent experience required
• MUST HAVE AN ACTIVE TOP SECRET CLEARANCE W SCI
• Develop, test, and implement operating system deployment task sequences and images utilizing SCCM with MDT integration
• Provide support for application packaging, group policy, and powerbroker rules while adhering to the Westinghouse IT Change Management policy and procedures
• Provides subject matter expertise support and resolution of customer incidents and service requests related to standard image, SCCM, and standard Microsoft office applications
• On-call support for system outages and issues
• Design, implement and maintain personal computing operating system images and ensures service level agreements (SLAs) are met and continue to meet the needs of customers
• Provide level 3 engineering support and consult with internal customers on personal computer systems requirements
• Research and identify opportunities that impact business strategy and resource planning. Conduct extensive evaluations of vendor solutions and prepare summaries for management
• Responsible for the analysis, administration and support of thin clients, VDI, hypervisors, virtual and physical desktops (Windows, Mac, etc…)
• Diagnoses and troubleshoots problems with PCs (Mac and Windows), software, smartphones
• Participates in internal 24x7 on-call support to ensure critical incident resolution
• Serves as a liaison to other groups and participates in projects as required
• Maintains current knowledge of relevant hardware and software applications
• Research industry trends and security threats to learn about new technology challenges and bring new ideas and solutions to improve service delivery
• Determines technology solutions based on customer needs, analyzes and recommends hardware and software acquisition. Assist customers in assessing needs and providing business justification for equipment and services
• Plan and execute quarterly and security server patching, collect evidence and assist in ensuring compliance with security policies and procedures
• Perform OS and hardware performance analysis in support of business partners with IT incidents, requests, or project execution steps
• Build and maintain packages for deployment, includes research and development of the package working with SME and software vendors
• Software application distribution aligned with role based AD group
• Responsible for end user software license, virus and patch compliance
• Active Directory (AD) administration to maintain user and machine accounts, access rights for users and groups, machine and group policy updates
• MDM administration to maintain mobile devices standards throughout the corporation
• Minimum 7+ years working with MacOS in a corporate environment including device management, imaging, patching and domain integration
• Good interpersonal skills to interact with customers, senior level personnel, subordinates, and team members required
• Minimum 5+ years of experience of architecting, designing and integrating solutions in a large scale enterprise environment
• At least 5 years of scripting & automation experience; must be proficient in the use of JavaScript or AppleScript
• Working knowledge of application deployment process and functional network troubleshooting
• Experience providing escalated, highly complex technical support to customers by investigating and resolving incidents
• Testing, validation and certification of all OSX System management components in compliance with all operational, security and audit requirements
• Mac OSX certification and/or deployment and management experience preferred
• SCCM 2012 experience is preferred
• Casper Experience is preferred
• Knowledge of Linux, VMWARE ESX and associated data security designs
• SC Cleared ideally or eligible to take clearance
• Exemplary organisation, logistical skills and communication skills
• Working knowledge of ITIL, particularly Service Delivery aspects. Foundation to Intermediate level will be beneficial

Systems / Desktop Engineer, Senior Resume Examples & Samples

• Experience with designing, deploying, managing, and configuration virtual and physical workstation environments using Windows 7 and above and Microsoft SCCM
• Experience with IT systems administration and engineering
• TS/SCI clearance with a polygraph prior to start
• AA or AS degree and 10+ years of experience with IT systems administration and engineering, including responsibilities related to maintaining high systems availability and secure systems posture, such as patching and maintenance, or BA or BS degree and 8+ years of experience with IT systems administration and engineering
• Current DoD 8570 Certification including Security+, CASP, CISSP, and CISM
• Manage and deliver root cause analysis of complex technical challenges
• Deliver automated solutions to large enterprise environment
• Define workarounds for known errors and initiate process improvements
• Partner with product management and development leaders to develop solutions to bolster the end user experience
• Design and execute usability studies utilizing your broad knowledge of user experience and methodological expertise
• User-focused, analytical, along with strong verbal and written communication skills
• Expert knowledge in Windows Server/Desktop & Virtualization technologies
• Strong analytical and research skills with proficiency in performance analysis and monitoring of end user technologies
• Ability to engineer a solution and take it from POC to Production state
• Technical documentation and presentation experience required
• Excellent written/verbal communication, organization, presentation, and project management skills
• Proficient with PowerShell/VBS/Java/Shell scripting
• Advanced knowledge MS SQL query and scripting & Application Performance Management tools
• Working knowledge Splunk, ElasticSearch, and Robotic Process Automation
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 2+ years’) or equivalent combination of education, training, & experience
• All knowledge, skills and abilities at the Assoc Desktop Engineer II level
• Advanced knowledge of Microsoft Windows operating systems and application suites, desktop hardware and management products
• Ability to cross-train new and existing employees
• Ability to provide advanced trouble-shooting and maintenance of desktops

It-desktop Engineer Resume Examples & Samples

• Creates and maintains standard desktop configurations and assist with the creation of automated software packages to ensure the enterprise desktop systems can be supported and patched
• Maintains the control and process environment for the organization’s gold standard operating system image library ensuring client configuration integrity, controlled access and incremental versioning
• Performs administration of software distribution, application and security patch management, desktop security, remote support and other enterprise desktop management, monitoring and troubleshooting utilities
• Documents and maintains desktop security standard configurations that support organizational security policies
• Creates technical documentation as required
• Leads tactical projects and creates and maintains project plans
• Analyzes problems and recommends hardware and software solutions as needed to address an issue or to support projects and VyStar initiatives. Seeks appropriate authority and approval for purchases
• Supports the client system testing environment for evaluating desktop hardware, operating systems, hosted applications, service packs and patches, security configurations and image deployment. Schedules and reports on the execution of the testing and validation effort as part of a formal release management process
• Performs system administration of the enterprise desktop asset management software tools
• Collaborates with the Service Desk and Client Technology Services Teams in the documentation and implementation of the processes and procedures for software and hardware asset information for the enterprise desktop environment. This inventory provides management with an accurate inventory of hardware, operating systems and respective licensing, applications and respective licenses
• Develops reports that provide insight and analysis of desktop software license usage, software and hardware compliance, operating systems and hosted application software distribution
• Administers and maintains the System Center Configuration Manager environment
• Prepares, tests and releases software application and security updates to production using Microsoft System Center Configuration Manager (SCCM)
• Maintains current knowledge of solutions available to perform software distribution, inventory, monitoring, updates and ongoing maintenance for the organization’s client system environment
• Serves as escalation support for all desktop related issues supporting the organization’s incident and problem management escalation processes and practices
• Troubleshoots and resolves client hardware and software related issues in coordination with other members of the IT Technology groups and users
• Performs quality assurance testing of software installation packages, application configurations, system images and configuration performance using manual and automated tools
• Stays abreast of current and emerging client computing hardware and software trends and management techniques through self-study, training programs or other education opportunities
• Focus Focus your full attention by carefully listening to and observing client or member
• Understand Listen empathetically and ask questions (70%/30% rule)
• Advance Ensure that member’s expectations were exceeded
• Bachelor’s degree and/or equivalent work experience is required
• Incumbent will be expected to continue their education and training through self-study. The completion of various courses and certifications as well as the achievement of work performance and productivity goals is required to maintain the position as well as become eligible for further advancement

Desktop Engineer / Vulnerability Management Resume Examples & Samples

• Maintain, update, monitor and operate servers, application software and/or virtualized technologies in support of assigned tasks and work with Subject Matter Experts on the patches
• Use IBM BigFix and other tools for software distribution and reporting. Reporting Tasks include
• Associate’s Degree from an accredited college or university required, equivalent experience will be considered in lieu of degree
• At least two (2) years of Systems Engineering experience required
• Experience providing problem management record support
• BigFix module experience
• Knowledge of System Center Configuration Manager (SCCM), SUP, and vulnerability management and patch deployment
• Hands-on experience using BigFix to patch workstations in an enterprise computing environment
• Experience with National Institute of Standards and Technology (NIST) standards and applying Operating System (OS), browser and application Security Technical Implementation Guides (STIGs)
• Experience with analyzing vulnerability reports
• Group policy experience
• Highly detail-oriented and productivity-oriented
• Organized, timely, and customer service-oriented
• Ability to work well independently and in a team setting
• Ability to work proactively and effectively with clients, and deliver high quality work products in a timely manner
• Professional attitude and positive demeanor at all times

Enterprise Desktop Engineer Resume Examples & Samples

• Will provide Tier III support to end users and deliver resolution and root-cause analysis
• Responsible for creating and maintaining operating system images for all devices
• Tasked with creating and maintaining software deployment packages for implementation via Microsoft System Center Configuration Manager and Wise Package Studio
• Experience deploying software, applications, and security throughout enterprise
• Experience with patch management and group policy (active directory) required
• Healthcare experience is preferred but not required
• We are unable to work corp to corp for this position
• Strong knowledge of Win7 and 10, Microsoft Office 2010, Office 365, and Outlook
• Familiarity with VPN tools and remote support tools such as MS Lync and Webex
• Experience troubleshooting network issues
• Strong interpersonal, organizational, and customer service skills
• Call Center and ticketing systems experience
• 1-2 years of PC, Server, Network lever 1 experience
• Familiarity with Networking and hardware fundamentals
• Problem solving skills with attention to detail; self management skills; ability to prioritize tasks; capacity to effectively communicate verbally and in writing
• Provide timely response and resolution for internal technical support requests, typically complex requests unresolved-able by the user support team or requests within the realm of assigned administrative responsibilities
• Lead infrastructure based projects
• Be responsible for the administration of assigned desktop services and tools
• Maintain high awareness and keep up to date with advances in technology
• 5+ years’ experience in desktop support
• Advanced knowledge of Microsoft and Mac Operating Systems and Applications (e.g. Office, Visio, Project and Outlook). This includes Deployment of Windows/Mac operating system in a Global Environment
• Advanced knowledge of desktop management tools such as CasperSuite, CrashPlan and LANDesk
• Experience with Mobile Data Management (MDM) tools
• Proficiency with one scripting languages such as Bash, PowerShell and VB
• Ability to structure and draft technical documentation
• Develop, maintain and enhance standardized Windows Desktop builds (imaging), application packaging, and endpoint rollout processes
• Create, test, release and support new windows (Windows 10) standardized builds as needed and in accordance with a predetermined schedule using Microsofts System Center Configuration Manager (SCCM)2012
• Troubleshoot and resolve Windows 10 issues, including new user training, Application configuration and troubleshooting
• Knowledge of Application packaging and distribution for Windows 10
• Familiar with AD Group Policy how to identify, implement and enforce settings on Windows 10 environment. Ability to troubleshoot when problems arise
• Work with management to improve process and procedures related to Builds, and deployment of endpoint to employees and workers
• Provide senior level support of SCCM 2012 infrastructure and all build related issues
• Ability to follow change management process and procedures
• Knowledge of Windows internals and the tools used for troubleshooting issues
• Knowledge of and experience using Power Shell and other scripting tools
• Knowledge of integration and support of SCCM for Virtual Desktop Infrastructure(VDI) technologies and the underlying virtualization platforms (VMWare View,)
• Understanding of and experience with Microsoft Bitlocker Administration and Monitoring (MBAM) 2.5
• Understanding of and experience with System Center Update Publisher (SCUP)
• Experienced in Incident Management, Change Management, Problem Management, Asset Management
• Proven ability to prioritize workloads for self and team members
• Responsible for the design and implementation of client technology solutions (e.g. Microsoft Windows 7 x64, Windows 10 x64, MacOS, Office 2010 /2016, etc.) in a global organization
• Design, support, and troubleshoot the Windows 7 x64, Windows 10 x64 and MAC operating systems to host a variety of domestic and global applications hosted on OS’ in various languages
• Develop scripts / tools (e.g. VBScript, PowerShell, AutoIT, etc.) to perform automated and complex tasks
• Create and maintain OSD related SCCM task sequences to perform in-place upgrades of Windows 7 x64 PC to Windows 10 x64
• Create, maintain and update corporate images and builds using tools such as MDT, DISM and USMT to confirm with industry standards and best practices
• Assist in the rapid and effective troubleshooting and resolution of high profile and/or escalated issues involving client technologies causing SEV1 outages
• Administer and configure the environment leveraging various tools such as RSAT and Certify
• Proactively identify potential and/or previously undiscovered issues using Liquidware Stratosphere then work with the necessary stakeholders to resolve them in a timely manner
• Maintain multiple high profile and time sensitive tasks / projects simultaneously and be able to shift priorities as needed without requiring extensive supervision
• BS in Computer Science or related field. 10+ years of industry experience, 5+ years of end user computing engineering experience analyzing designing, building and deploying desktop solutions into production environments
• Familiarity with modern cloud platforms such as AWS and Azure
• Hands on experience in an enterprise environment with one of more EFSS offerings such as Google Drive, Microsoft OneDrive, Box and DropBox for Business
• Experience configuring and deploying one or more cloud based enterprise productivity suites such as Microsoft Office 365 or G-Suite
• Advanced engineering experience with Microsoft Windows 10 x64 and MacOS
• Extensive experience with OS migrations including identifying & troubleshooting application compatibility issues with Windows 10 x64 and browser technologies including but not limited to MS IE11, Edge, and Google Chrome
• Familiarity with how to deploy and activate Windows 10 OS and Office 2016 MUI’s, LP’s, and LIP’s is a plus
• Hands on experience with centralized management and monitoring tools such as SCCM Current Branch, Casper Suite for Macs and Liquidware Stratosphere
• Ability to create, manage, and troubleshoot OSD related task sequences using SCCM
• Must have in-depth experience with Active Directory and Group Policy management which includes maintaining and troubleshoot Group Policy in a multi forests / domains environment. Experience with AGMP and SDM software products is a plus
• Comprehensive knowledge of major business and security applications (e.g. McAfee security products, whole disk encryption, SSO, Multi Factor Authentications, MS Office 2010/2016/Office 365, Skype for Business, SharePoint, etc.)
• Must be proficient in the ability to self-develop and troubleshoot script in VBScript, PowerShell and/or AutoIT
• Enterprise experience with various Microsoft desktop related technologies such as Offline Files, Folder Redirection, and Roaming Profiles
• Develop, organize and maintain standard operational procedures and run books
• Excellent verbal and written communication skills. Strong teamwork and interpersonal skills
• Ability to work independently without intensive oversight. Initiative and ability to research problems independently and document root cause analysis
• Strong experience producing high quality technical documentation. Emphasis on sharing of knowledge through good communications, peer training and maintaining SharePoint Team site

Desktop Engineer Manager Resume Examples & Samples

• 7+ years of experience with deploying software in a Windows environment
• 5+ years of experience with managing an enterprise IT environment
• Experience with PowerShell scripting and PowerBroker
• Knowledge of Microsoft Windows 10, 8, and 7 and Mac OS, Office 365, IBM BigFix, SCCM, Mobile Device Management, including AirWatch and Mobile Iron, and a variety of tools and best practices in enterprise systems management
• Ability to develop stable core, standard desktop images, and departmental overlays
• HS diploma or GED and 10+ years of experience with desktop engineering support or BA or BS degree
• Experience with campus support
• Experience with enterprise patch management, upgrades, deployment, and refresh methodologies
• Experience with information security, including patching, scans, and testing preferred
• Ability to lead a team in developing rigorous testing disciplines to ensure stable computing platforms
• Ensure that all workstations within the environment have a standard and well controlled configuration including OS versioning and software configuration and that configurations can be repaired in an automated way remotely in almost every case
• Designs, tests, and deploys any new operating system, hardware, or application being introduced to the standard configurations
• Ensures interoperability of any new components to individual workstations and the enterprise at large
• Independently gathers technical requirements from vendors to determine risks and issues involved in rolling out new infrastructure or applications
• Acts as primary technical contact for all field services resources, providing technical fixes as required as issues are encountered in the field
• Gets deeply involved in chronic issues that are not being solved with standard procedures and in a timely fashion
• Participate in design and implementation of short- and long-term strategic improvement plans to ensure End User Computing related infrastructure services meet business and technical requirements and target service levels
• Develop, implement, and maintain operational policies and procedures for End User Computing related infrastructure administration based on industry-standard best practices as well as security, and compliance requirements
• Conduct research and make recommendations on standards, products and services in support of IT infrastructure and operations efforts
• Develop implementation plans prior to application, ensure that training is provided in relation to any changed or new features, and collaborate with appropriate staff so that patches and fixes have no unexpected consequences
• Communicate with external vendors and resources to ensure prompt engineering response in the event of software or hardware failures, and to obtain competitive quotes for purchases, so that the DH receives the best possible service and value
• After-hours and weekend work as required to support IT infrastructure and operations during off-hours. Handle End User Computing related system administration of enterprise desktop asset management software tools
• Manage and document system configurations
• Install, configure, test and maintain operating systems, application software and system management tools
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with other teams to implement those fixes
• Provide 2nd and 3rd level support
• Create, review and test deployment updates through System Centre Configuration Manager
• Key role in developing corporate standards for desktop computer software and hardware and conducting reviews to ensure compliance to standards
• Research tools and processes to identify usage and capacity troubles as they develop
• Build and maintain virtual environments for servers and workstations
• Expert knowledge of all Windows based operating systems
• Expert knowledge of PC/Laptop based computer hardware
• Good knowledge of Experience working within Windows 7/8, Windows Server 2003/2008/2012, Mac OS X, Linux OSs
• Expert knowledge of Smart Phones and mobile devices
• Working knowledge of networking concepts & technologies
• Active Directory (including DNS, DHCP, Group Policy)
• Good knowledge of IP protocols
• Good knowledge of SAN/NAS storage
• Excellent organizational, interpersonal and communication skills
• Proven problem solving and analytical skills
• Strong ability to work within a team environment
• Excellent communicator and personable
• Goal-oriented and action-focused
• IT related degree/diploma or equivalent
• University or College degree in Technology preferred
• Demonstrated experience in Windows technologies (DNS, AD, DHCP, IIS, SQL, Power Shell, Windows Server Update Services (WSUS) and SCCM)
• Virtualization (VMWare ESXi/vSphere/vCenter, Hyper-V)
• Good knowledge of monitoring systems (Opsview, Nagios, Foglight)
• Scripting languages (PowerShell, Python, PERL)
• Minimum of three years of enterprise software and hardware
• Minimum of two years of experience with customer service
• Strong knowledge of client technologies
• Ability to work within a collaborative team and strong troubleshooting skills
• 2-5+ years’ experience with software distribution using SCCM, creating and testing collections
• 2-5+ years scripting experience and power skills a plus
• 2-5+ years desktop support, troubleshooting customer problems
• 2-5+ years’ experience using Active Directory to create and manage GPOs

Desktop Engineer, / Temp Resume Examples & Samples

• Analyze and resolve technical issues associated with desktop/laptops, operating systems, application software, network, and phone
• Undertake complex problem solving and provide assistance to colleagues and customers ensuring they are dealt with in a pleasant, professional and timely manner
• Coordinate and/or perform fixes over the phone at the desktop level, including installing and upgrading software
• Follow up and make scheduled callbacks to customers where necessary
• Utilize ServiceNow Service Desk to document and track issues, requests and resolutions
• Manage individual incident queue resolving customer issues/requests within service level target
• Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope in a timely manner
• Experience with ServiceNow Service Desk is a plus

Temp Desktop Engineer Resume Examples & Samples

• Provision Windows 7/10 and Mac OS X laptops/desktops with the appropriate applications for the organization office based and virtual employees following existing build processes for new hire, yearly laptop refresh and standard break-fix
• Monitor, analyze, prioritize and classify all open incidents/requests
• Responsible for escalating incidents/requests to appropriate support teams
• Properly document incidents/requests into the ServiceNow Service Management System
• Keep the team and management informed of outages, discrepancies, unexpected issues, and trending incidents
• Assign users and computers to proper groups in Active Directory and Exchange
• Adhere to the Client Technology Services (CTS) team policies and procedures
• At least 1 year of technical experience in desktop/laptop hardware troubleshooting and repair
• Experience with Windows 7/10, Mac OS X, MS Office Applications
• Knowledge of workstation hardware and software
• Basic understanding of computer networking protocols and concepts
• Strong written and verbal communication and excellent customer service skills
• Strong critical thinking and analytical problem solving skills to assist in problem solving
• Self-starter and highly-motivated who will be able to get up to speed and become a contributing member of the team very quickly
• Ability to prioritize and effectively execute tasks while maintaining accuracy and attention to detail
• Previous experience with a Service Desk system and processes is preferred
• Previous experience with Active Directory and laptop/desktop/printer hardware architecture is preferred
• Experience with Microsoft Outlook/Exchange is preferred
• Experience with ServiceNow is a plus
• Account management and maintenance experience preferred
• Experience in a call center environment is preferred
• Create and maintain operating system images for desktops, laptops, tablets and handheld devices including emerging technologies
• Create and maintain software deployment packages for implementation using Microsoft System Center Configuration Manager and Wise Package Studio
• Manage enterprise patch management using Microsoft System Center Configuration Manager and Microsoft Server Update Services
• Perform analysis and implement software vendor and operating system upgrades and patches
• Monitor Enterprise anti-virus and proactively addresses reported issues
• Provide Tier III support to end users, Service Desk and Desktop Support teams providing both resolution and root cause analysis
• Mentor Service Desk and Desktop Support teams
• Design, document and implement best practice processes to deliver consistent automated operating systems and applications to the Hospital
• Function as Subject Matter Expert (SME) for project needs and the needs of the end user. Translate those needs into documentation and actionable items to deliver the required solution
• Proactively track and analyze the performance of the devices, identify device problem areas, and deliver solutions to enhance the quality of service for the end users
• Share knowledge, create knowledge base articles, create best practices and share with the HITS group
• Participate in the Hardware Standards selection processes; helping to select and maintain the current hardware, software, and peripherals
• Assist in Hospital software license reconciliation on a recurring basis
• Demonstrate competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs)
• Maintain an ever increasing level of proficiency in hardware, software, networking and other technologies related to the ITS department
• Demonstrate the ability to manage time and resources in the best interest of the Hospital
• Identify opportunities to see where training needs would improve productivity within the department or within the Hospital
• Participate in on-call and provide end user support during off-hours, holidays and weekends
• Either an Associates Degree or equivalent of 2 years of experience in field required
• Experience with McAfee, Microsoft System Center Manager, Wise Package Studio, Microsoft Deployment Toolkit are preferred
• Experience with Powershell, Group Policy, USMT, MDOP and Roaming Profiles preferred
• Microsoft System Center Configuration Manager certification or will obtain within 6 months of employment
• Monitor Enterprise anti-virus and proactively address reported issues
• Design, document and implement best practice processes to delivery consistent automated operating systems and applications to the Hospital
• Share knowledge, create knowledgebase articles, create best practices and share with the HITS group
• Participate in the Hardware Standards selection processes; helping to select and maintain the current hardware, software and peripherals
• Either an Associates Degree or equivalent of 2 years of experience in the field is required
• ***Must be valid US citizen or green card holder****

Senior Associate Desktop Engineer Resume Examples & Samples

• 1+ years experience
• Associate's degree preferred
• A+ and MCDST certification preferred
• 3-5 years of experience creating and deploying application packages using SCCM
• 3-5 years experience of Windows 7-10 support
• 3-5 years experience supporting users via phone
• This role will support day to day service desk tasks, due to a high ticket rate/ backlog. They will be remotely supporting 6 sites, but their Paramount location is their biggest hub
• The main goal is to lower their ticket levels. They currently have 130-160 open tickets and are aiming to cut it down to 20-25 tickets
• This technical support position is responsible for delivering technical phone support services to the end user community, which is both on site & remote
• This includes resolving software problems (e.g., applications performance issues), hardware failures, (i.e., PCs, peripherals, printers, videoconferencing equipment, etc.), software distribution (i.e., application installation), and providing recommendations for technical and operational improvements. The incumbent will install and configure computer workstations, printers and peripheral equipment as needed. Interact with outside vendors on contract fulfillment and problem resolution. Work is performed under the supervision of the IT Support Manager or delegate
• Manage technology projects (e.g., upgrading software to the most recent version) following project tasks, deliverables and time-lines
• Make recommendations regarding the selection and use of technology (e.g., hardware and software) in the IT support space
• Installing new software releases and system upgrades
• Establish and maintain an Enterprise Desktop three-year roadmap and gain alignment across the organization
• Design and develop technology standards, systems, and infrastructure requirements in collaboration with cross functional teams, director, and manager
• Lead and develop project plans with milestones, measure progress against milestones, and evaluate performance against goals
• Define and support desktop-based requirements for internal and external customers through collaboration and efforts with business units
• Act as a technical resource and/or project manager for desktop and mobile device systems and initiatives
• Provide operational, technical, and analytical support for desktop and mobile device services
• Act as an IT and business partner with the user and client community to determine desktop and mobile device solutions and strategies
• Provide technical leadership, instruction, and direction to the team and act as a mentor to less experienced engineers and technicians
• Remain current on industry standards, technologies, and trends for desktop systems. Provide recommendations and strategic direction. Develop plans and lead implementations
• Minimum Bachelor’s Degree, preferably in Computer Science / Information Technology or Engineering, or High School Diploma and 6 years of related experience
• Minimum of 6 years of experience in Desktop Engineering, 10 years is preferred
• Achievement in field specific certifications is preferred including Microsoft Windows 7, Microsoft Windows 10, Microsoft Office 2013, Microsoft Office 2016, Network+ certification, A+ certification, MCSE certification
• Experience with OS upgrades/migrations on a corporate scale, specifically Windows 7 to 10
• Experience in automating application delivery to the desktop and mobile devices
• Knowledge of Microsoft Project Management
• Proven Project Management and Coordination skills
• Ability to organize, prioritize, and coordinate multiple work activities and meet target deadlines
• Working knowledge of Active Directory and Exchange
• Knowledge of Altiris, Sophos, and other desktop support tools
• Proven documentation and technical writing skills and the ability to provide evidence of that. Including technical documentation such as policies, standard operating procedures, and user procedures
• Ability to communicate with and influence technical and non-technical customers, colleagues, and vendors
• Ability to share knowledge and mentor less experienced team members
• Ability to work independently as well within a team and with client users
• Ability to communicate and present to all levels of management
• Ability to travel as needed to company and third-party locations within the US
• Available for on-call evening/weekend support and incident resolution potentially during off hours
• Individual in this position must be able to work in a standard office environment which requires sitting and viewing monitor(s) for extended periods of time, operating standard office equipment such as, but not limited to, a keyboard, telephone, etc

Systems Desktop Engineer, Senior Resume Examples & Samples

• Active TS/SCI clearance with a polygraph prior to start
• Current DoD 8570 Certification including Security+, CASP, CISSP, and CISM prior to start
• Ability to work independently and as a team member to solve difficult technical challenges on a global scale
• Microsoft Certified Solutions Associate (MCSA) in Windows 7, 8, or 10
• ITILv3 Certification
• Production support to include problems resolution, technology moves, new user’s configuration, hardware, build and operate functions, operating systems, application support, desktops/laptops roll-outs, AD administration, etc
• Providing shift cover from Monday to Friday 9am – 5pm. The nature of the business means there can be times throughout the year when weekend and night work is required
• Document, maintain, and improve standard processes in desktop management
• Microsoft Windows engineering experience in a variety of server & Desktop based operating system - server 2008 and above, Windows 7 & above
• Office 365/ Office 2013 and Scripting (PowerShell/VB Script)
• Strong knowledge of supporting MS tools (SCCM, BIGFIX SCOM, DNS, networking)
• Desktop Imaging engineering solution experience
• 7 or more years of engineering experience
• Respond to users support requests, thoroughly diagnosing and solving problems
• Manage configuration, imaging and deployment of desktops and laptops
• Install, update and support a wide variety of applications, documenting procedures
• Escalate issues to management when necessary
• Collaboratively research, test, document and deploy hardware and software
• Contribute to process improvements and automation
• Work effectively in a collaborative and innovative team-oriented environment
• Perform other duties as assigned by leadership
• Bachelor's degree from an accredited college or university required; equivalent years of experience will be considered in lieu of degree
• Minimum two (2) years of Desktop experience is required
• Experience with NIST standards and applying OS, browser and application STIGs
• Group Policy Experience
• Create, manage and maintain GPO's based off STIG requirements, organizational requirements, vulnerability results and the ability to recommend environmental solutions via group policy
• Serve as escalation point for the Service Desk
• Excellent troubleshooting and customer service skills
• Adaptability, flexibility and ability to deal with ambiguity and change
• 40 hour work week; minimal travel
• Ability to multi-task and handle incoming calls as well as emails
• Ability to work independently on assigned projects
• Strong analytical and problem solving abilities with attention to detail
• Considerable experience with Windows-based automation and/or PowerShell scripting engine to automate tasks
• Demonstrated technical expertise as a desktop/client-computing specialist
• Experience in related IT functions such as help desk/support or security administration
• Hands-on hardware experience and/or PC build experience, preferably involving automated solutions
• Knowledge of Microsoft Windows 10, 8 and 7, Office365 and related enterprise system management tools
• Experience with Microsoft cloud technologies such as Azure AD, Azure RMS and Azure OMS
• Experience with software packaging and software distribution systems (i.e. SCCM, SCOM, etc.)
• Experience with Unified Endpoint Management (UEM), Enterprise Mobile Management (EMM) and Configuration Management (CM) solutions
• Experience with identity and access management solutions
• Industry knowledge with relation to desktop management and software application delivery
• Ability to learn new technology quickly, and swiftly implement vetted solutions
• 8+ years of experience in a professional work environment
• 3+ years of experience involving desktop and/or endpoint management, in design and implementation roles
• 3+ years of experience managing and implementing automated PC builds
• Working knowledge and/or experience with Microsoft Intune and Azure Active Directory
• Ability to develop scripts in PowerShell, VB Script and Azure automation
• Certifications in Microsoft Operating Systems or Engineering, including MCSE preferred
• Serve as an escalation resource for endpoint incident troubleshooting
• Strong communication skills to be able to work with clients and multiple internal teams
• Background in Microsoft O365. Citrix experience is a plus
• Strong background in Windows workstation platforms. PowerShell skills a plus
• Understanding of virtualized desktop platforms
• Ability to analyze systems reports and produce meaningful incident resolution
• Bachelor Degree preferred and 8+ years of experience in a Computer Technology or related technical field is required, or Associate Degree and 2 additional years' experience (10+ years total) in Computer Technology or related technical field is required
• 3 years' experience managing projects with 3 or more technical staff
• In-depth knowledge of Microsoft operating systems, Intel-based hardware, and with associated troubleshooting techniques
• A+ or Server + certification (Equivalent can be substituted at hiring manager's discretion)
• MCSA (Equivalent can be substituted at hiring manager's discretion)
• Ability to obtain Project + (or equivalent) within 1 year
• Ability to obtain MCSE within 1 year
• Proficient in desktop design and implementation using Microsoft Operating Systems, end user device hardware, and networking
• Expert troubleshooting skills of complex technical end user device issues in a large distributed environment
• Proficient in packaging and deployment of software on Windows computers and mobile devices
• Maintains device images, provides Tier-3 support to Technology Support Services Technicians, performs Application Deployment and Continual Process Improvement
• Development and setting up of the end user device environment, both physical and virtual, as well as evaluating new technologies for usefulness within the business
• Advanced understanding of Microsoft Group Policies in a client/server environment and experience managing Windows Server
• Proficient in creating and troubleshooting desktop security and configuration management through Group Policy Objects (GPO), Local Policy Objects (LPO), and scripting
• Proficient with A.D. integration, and related GPO development, scripting and troubleshooting
• Proficient in creating and maintaining best practices for Desktop management including software deployment, inventory management, compliance reporting, license auditing, image creation and deployment
• Proficient in operating system migration planning, design, and implementation
• Proficient using enterprise technologies such as Microsoft System Center Configuration Manager (SCCM), Microsoft Enterprise Mobility Suite (EMS), Virtual Desktop Infrastructure (VDI), and Remote Desktop Services (RDS) among others
• In-Depth Scripting knowledge utilizing a variety of languages such as VB Script, PowerShell, or other scripting languages or tools
• Ability to interpret architecture and design configurations from vendors or other teams to enable clear implementation standards and guidelines
• Excellent communication and interpersonal skills, a professional business manner and ability to interact with people of differing professional levels. Ability to skillfully manage multiple projects simultaneously and succeed in an environment of competing priorities
• Leads by delivering on commitments and managing by example. Demonstrates an approachable, consistent, and professional demeanor. Open to varying opinions and constructive feedback. Motivates team members to action. Recognizes and reinforces personal and professional accomplishments. Ensures all interactions and activities are consistent with EMHS mission and values
• Takes direction, works independently once assigned, and provides supervision to assigned technical staff in the performance of these duties
• Associate Degree required, and 4+ years of experience in a Computer Technology or related technical field is required. In lieu of degree, an equivalent of 2 additional years' experience (6+ year's total) in Computer Technology or related technical field is required
• Experience supporting Microsoft operating systems, Intel-based hardware, and with associated troubleshooting techniques
• Ability to obtain A+ certification within 1 month
• Ability to obtain MCSA within 1 year
• Experience in desktop design and implementation using Microsoft Operating Systems, end user device hardware, and networking
• Experience in packaging and deployment of software on Windows computers and mobile devices
• Assist in development and setting up of the end user device environment, as well as evaluating new technologies for usefulness within the business
• Firm understanding of Microsoft Group Policies in a client/server environment and exposure to Windows Server
• Experience creating and troubleshooting desktop security and configuration management through Group Policy Objects (GPO), Local Policy Objects (LPO), and scripting
• Experience in creating and maintaining best practices for Desktop management including software deployment, inventory management, compliance reporting, license auditing, image creation and deployment
• Experience in operating system migration planning, design, and implementation
• Experience using enterprise technologies such as Microsoft System Center Configuration Manager (SCCM), Microsoft Enterprise Mobility Suite (EMS), Virtual Desktop Infrastructure (VDI), and Remote Desktop Services (RDS) among others
• Scripting experience utilizing a variety of languages such as VB Script, PowerShell, or other scripting languages or tools
• Ability to assess and understand the impact of technical decisions and architectural changes
• Ability to communicate and collaborate with system administrators, information security analysts, and technical support staff
• The ability to provide effective training for other members of the IS team
• In depth knowledge of customer service, including concepts and techniques, in a technical support environment
• Strong knowledge of MacOS and Windows 7 & 10, standard productivity applications, networking concepts, hardware and peripherals
• Must be able to work well with fellow associates which includes being an integral part of their immediate site team as well as the all members of the Global IT team
• Demonstrated ability to rapidly learn and understand new high technology products and services
• Innovative problem solving skills with the ability to identify problems, drive to root cause, develop, and implement solutions independently or as part of a team
• Follow established process and procedures in use and support of Desktop operational software tools, hardware and system software; create processes and procedures as needed
• Provide on-call support as part of a rotation within the team. This requires 24x7x365 availability during the on call period. The frequency will be dependent upon the number of associates in the rotation
• Onsite and remote technical support
• Manage site asset and software licensing inventory, ensuring accuracy and completeness
• Partner with escalation resources to resolve complex technical issues as required
• Log, research, and accurately resolve end user inquiries and problems in a timely manner, meeting and exceeding SLAs as outlined for the end users
• Adhere to all corporate security policies and standards as they relate to job duties
• Coordinate Mass Rollouts in an enterprise environment and track and report successes and failures
• Work with regional business and IT operational staff on projects and strategies involving end user computing devices and software, including creation of technical documentation and troubleshooting steps
• Work with regional staff to act as a technical expert as well as 3rd level support for critical issues
• Manage projects through to completion including timely and effective communication
• Participate in operational meetings and discussions to identify problems, solutions and help drive strategic goals
• Consistently improve performance and reliability of end user computing devices
• Develop, test, and implement Active Directory Group Policy
• Develop, test, and build images for windows based end user devices
• Develop, test, and deploy software packages using Altiris

Desktop Engineer / Sccm Engineer Resume Examples & Samples

• Excellent verbal and written communication, customer service experience skills, and ability to work between departments to fulfill requests in a corporate environment
• Flexibility and ability to manage time and handle frequent interruptions
• 3+ years' System Administrator or 4+ years' desktop support tier 2/tier 3 corporate environment (5,000+ nodes) experience
• 1 + year of experience pushing customized applications, patches, service packs, and infrastructure updates within SCCM 2007 or newer versions
• 1 + year' Bitlocker administration/remediation
• 1 + year' SCCM configuration manager troubleshooting, SCCM customize packaging, and SMS client agent health remediation
• 1 + year' patching implementation, rollout design, and continuing maintenance
• 1+ year Virtual Machine/Application use and administration (VMWare, Citrix, XenServer, Microsoft RemoteApp, Hyper-V, and etc.)
• 1) Active Directory- must be proficient in password resets, account creation, and account troubleshooting
• 2) Outlook-1-2 years archiving emails, troubleshooting, and setting up mailboxes
• 3)1-2 years Hardware Support- troubleshooting/replacing keyboards, and monitors
• Experience with automation/configuration of Windows 10 desktops
• Build, scale, and secure infrastructure, focusing on a Windows desktop environment
• Refine and automate regular processes, track issues, and document changes
• Configure and maintain desktops and processes, including monitoring of system health and performance, to ensure high levels of performance, availability, and security
• Ability to use a wide variety of open source technologies and cloud services (experience with SCCM 2012 required)
• Provide high-level and detailed consultative solutions and technical support for cloud-related opportunities
• Verify and monitor on premise and cloud environments and controls to ensure processes are mature and capable of supporting our Cloud objectives and best practice design
• Recommend alternate choices, trade-offs, and impact analysis
• Work with technical teams and senior architects to finalize specifications related to integration between numerous systems; including but not limited to public, private, and hybrid cloud designs
• Coordinate testing efforts to identify and resolve system integration issues
• Research, experiment with, and inform on emerging technologies and tooling to improve the developer and member experience
• Adhere to vendor and industry best practices whenever possible to ensure operational integrity
• Responding to escalations
• Working with database and infrastructure engineering team on solutions / enhancements
• Share domain and technical expertise, providing technical mentorship and cross-training to other peers and team members
• Review project requirements, evaluating industry-strength XaaS solutions and providing recommendation based on best-fit and/or best-of-breed considerations
• Experience working in team-oriented, collaborative environment and with teams spread across multiple locations across multiple time zones
• Must possess good documentation skills (creating KBs, runbooks, topology etc.)
• Strong working knowledge in SCCM 2012
• Strong working knowledge in Windows 7 and Windows 10 OS
• Strong working knowledge in GPO
• Strong working knowledge in AV/Malware (Traps, Bit9, Cylance, etc.)
• Experience with Active Directory 2008 R2/2012 R2
• Self-motivated, directed and with keen attention to detail
• Excellent interpersonal, verbal and written communication skills as well as strong logical, analytical and problem solving skills
• Experience with scripting languages such as PowerShell
• Experience with Performance Tuning and Optimization, using native monitoring and troubleshooting tools as well as 3rd party tools
• Forward thinking in the potential use of future technology
• 7+ years of experience in a Desktop Engineering role
• Collaborate as part of an IT engineering team responsible for creating standards and standardized image deployment strategies, scalable globally
• Drive efforts to implement global support strategies and solutions for consistent customer experience
• Evaluate desktop platforms from multiple vendors to ensure the hardware deployed meets customers’ need in terms of capability, flexibility, value and reliability
• Meet weekly with the Client Compute Engineering Manager to discuss and provide status on strategic initiatives
• Participate in meetings that have strategic implications, both within and outside the Client Compute department
• Assist in designing and implementing solutions that will promote a reduction in the number of tickets created as a result of a technical failure
• Create and implement policies that ensure best practices, develop standard operating procedures, including a knowledgebase, to be adhered by the Client Compute teams
• Produce comprehensive documentation for support of systems implemented, including data flow, key points within the system, troubleshooting steps, dependencies and any other relevant information about the solution
• Make recommendations to improve processes, manage risk and deliver exceptional customer service to our customers
• Manage lifecycles of hardware, operating systems and applications to stay current with no business impact
• Research and identify trends by consistently creating detailed metrics
• As needed, provide Subject Matter Expertise to the Client Compute desktop team in support of systemically important systems and processes. This engagement is not limited to normal business hours
• Ability to provide superior customer service for internal end users via phone, walkups, emails and trouble tickets
• Superior analytical thinking, ability to use judgment and escalate as necessary
• Team Oriented - Shows belief in team work. Understands how to work as a team player. Builds good working relationships beyond their sphere of control
• Perform duties confidentially, accurately, and with great attention to detail
• Demonstrate the ability to professionally communicate in verbal and writing skills
• Proficient in Microsoft Office. Strong understanding of Windows 7-10 operating systems. MAC experience, a plus
• Hands-on experience troubleshooting various hardware in a corporate environment
• Hands-on and management experience maintaining operating systems (Windows, Apple, Android) and associated system tools
• Experience with Microsoft WSUS, MDT deployments, LANDesk and Casper/JAMF preferred
• Advanced knowledge of Active Directory and Microsoft group policy and permissions
• Scripting experience to enable automation and self-service portal options
• Bachelor’s degree with a focus on Information Systems or Information Technology or equivalent technical school certification is preferred, along with three to five years of related experience/training; or equivalent combination of education and experience
• Be willing and capable of learning new tools and processes
• Support and maintain computer systems, desktops, laptops, mobile devices and peripherals within the organization so that employees can accomplish business tasks. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment to ensure optimal workstation performance
• Identify and resolve technical issues associated with desktop/laptops, operating systems, application software, network, peripherals, mobile devices and phone systems
• Provide off-site conference support for local conferences which requires application and BIOS updates
• Assist in office moves and new office setup by setting up new gear and/or assisting in the breakdown and re-deployment of gear
• Assist in the manual and/or limited automated implementation of new software applications or existing software/hardware solutions (i.e. patches, configuration changes, application updates, etc.)
• Coordinate with Apple, Dell and Microsoft for warranty and out of warranty repair
• Provide information in response to inquiries, concerns, and technical difficulties
• Adhere to the Client Technology Services team policies and procedures
• Utilize ServiceNow Service Management System to document and track issues, requests and resolutions
• Manage individual incident queue resolving customer issues/requests within SLA
• Perform post-resolution follow up requests
• Document process improvements and procedures
• 3 - 5 years of technical experience working in a desktop support environment
• 2+ years customer service experience working in a call center environment
• Solid proficiency with the Windows and Mac Operating systems and associated hardware
• Knowledge and troubleshooting experience of the Office suite of Applications, both for Mac and PC
• Demonstrate strong experience with Active Directory and laptop/desktop/printer hardware architecture
• Strong analytical, problem solving skills; ability to prioritize and effectively execute tasks while maintaining accuracy and attention to detail
• Strong understanding of networked computer resources
• Solid knowledge of registry and file systems
• Exemplary attendance and punctuality
• Exceptional customer service, teamwork, organization and communication skills
• The ability to operate in a fast-paced environment with minimal supervision and proven ability to meet deadlines
• Plan, design, and implement software and application deployments via SCCM
• Develop and manage multiple images/task sequences for the purpose of deploying PC’s to the organization
• Packaging monthly security updates via SCCM and leading testing prior to initiating enterprise deployment to end-user systems
• Manage Active Directory Group Policies as assigned to configure systems
• Support the efforts of the Service Desk and Desktop Support Analysts team as third tier support
• Collaborate with Server and Network Administrators to achieve optimal configuration of all applications and systems
• Perform auditing of the desktop environment utilizing SCCM to assist in company and governmental compliance as required
• Troubleshoot hardware and software problems
• Provide 24X7 support as required (on-call rotational schedule)
• Participate in a team environment to complete various projects
• Provide some server support assistance when needed
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed
• Perform additional duties as assigned by the End-User Computing Services Manager
• 5+ years of experience packaging and deploying applications in an Enterprise environment, SCCM, AdminStudio, Installshield
• MCSE or MCSA equivalent experience required
• 2+ years of direct hands-on experience in designing, implementing and maintaining a desktop environment, SCCM and Active Directory
• Strong scripting knowledge required (Powershell, vbscript, WMI, ADSI)
• Working technical knowledge applying administration skills utilizing Microsoft Server 2008, 2012
• Strong knowledge of DNS and DHCP services in a Microsoft environment
• Outstanding customer service and interaction skills, as well as excellent verbal and written communications skills
• Demonstrated ability to be a team player and a willingness to assist in team initiatives
• High level of initiative and dedication also required
• Citrix, VMWare experience a plus
• Excellent technical knowledge of workstation and desktop hardware and software
• Excellent technical knowledge of workstation operating systems including but not limited to, Mac OS, Windows 7 and Windows 10
• Working technical knowledge of current protocols, operating systems, and standards, including wired, VPN and Wi-Fi Networking
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Working knowledge of Exchange, AD, Software Distribution Systems, and related technologies
• SQL database / DBA experience a plus, but not required for this position
• Must have experience with Windows 7 and Windows 10 Imaging and deployment support
• Ensure follow through on medium to complex issues by: cataloguing day-to-day tracking and resolution of medium to complex customer report IT problems and service requests; working directly with customers and members of other teams to troubleshoot and resolve telephone and desktop incidents
• Participate in the design and development of standard desktop hardware configuration and operating system image development
• Provides technical leadership, guidance, mentoring and advanced support to Customer Support Technicians
• May create, or assist in creating, application packages using Microsoft System Center Configuration Manager (SCCM); manage and administer organization’s identity and access management applications and appliances
• May lead or assist with projects involving software deployment and implementation of server or work station based applications. Train customers in how to access the software
• Perform duties of Desktop Analyst in assigned customer support areas
• Manages and maintains desktop administration tools to include asset inventory, remote control, software license management, computer diagnostics and virtualization technology
• Provides cross-departmental desktop engineering consulting and application support
• Provides training on desktop processes, procedures and tools
• Verifies stability, interoperability, security or scalability of system architecture; defines desktop hardware and software standards and procedures
• Assesses new and emerging technologies and productivity tools for suitability within the organization
• Provides project management for various projects and initiatives
• Coaches and mentors junior employees
• Serves as desktop services subject matter expert and resource
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 5+ years)
• Expert knowledge of Microsoft Windows operating systems and application suites, desktop hardware and management products
• Advanced ability to troubleshoot and resolve issues on a Windows platform
• Sophisticated customer service skills
• Ability to multi-task and pay close attention to detail
• Effective project management and communication skills
• Effective coaching and mentoring skills

Desktop Engineer IT Technology Resume Examples & Samples

• Leads the development of the desktop strategy. Provides technical expertise to evaluate, install and maintain both hardware and software solutions to accurately meet the needs of our customers on a timely basis. Develops the base desktop standards and desktop workstation deployment methods. Follows system-wide server, workstation, networking and integration standards, policies and procedures
• Serve as the subject matter expert for all desktop related issues
• Desktop Engineer is responsible for the architecture, design, integration and implementation, operation, and support of enterprise-wide desktop services
• Performs evaluation, design, installation, configuration, upgrades, testing, documentation, and expansion for desktop, laptop, management, and operating technologies
• Oversees desktop security monitoring. Establishes security threshold alerts. Isolates problems and resolves security vulnerability issues
• Develops and presents proposals on desktop solutions to management
• Technically mentors primary and secondary team members with advanced technical solutions or problem resolution. Cross trains technical support specialists for the desktop deployment process. Maintains professional knowledge of current trends and developments in the information technology and healthcare field
• Works with Systems and Operations staff to develop policies and procedures related to the implementation and support of the desktop environment. Maintains accurate documentation for all devices consistent with Hoag policies
• Works with other technology staff for Application Development projects and participates in project planning. Gathers pertinent information to identify customer’s project scope. Adjusts daily assignment scheduling to allow time to work on and complete projects when needed
• Provides Level II and III support for incidents by determining appropriate solutions to problems including software, hardware, network, and system integration requirements. Gives technical assistance to customers and management as needed. Supports end users for effective use of desktop technology. Follows Incident Management process. Efficiently utilizes available resources. Performs all Technical Support Specialist functions as necessary. Demonstrates an advanced level of technical knowledge and provides direction and support to team members regarding complex technical problems
• Perform daily tasks to review generated output and analyze trends from productivity tools and desktop management tools; McAfee E-Policy Orchestrator and Microsoft System Management server to proactively manage the environment. Develops Microsoft SMS collections, advertisements and deployments
• Creates, modifies and documents complex desktop image design defaults, scripted processes and image maintenance procedures. Maintains an inventory of installed software and hardware. Works in conjunction with internal or external department groups in setting hardware and software standards
• Follows the established standards for installing, configuring and/or removing hardware or software (change control process). Contributes to the development of new enterprise standards and/or the modification of existing standards
• Provides specifications for hardware such as additional disk drives, adapters, memory cards, printers, print servers and peripherals
• Desktop includes desktop computers, laptop computers, portable computer carts, Blackberries, and Personal Digital Assistant (PDA) devices as identified in the Enterprise Architecture
• Position may require travel between various Hoag locations and its affiliates
• Position may require participation in 24/7 department on-call program. On-call employees are required to carry a department issued cellular phone or pager, respond to calls within 15 minutes, troubleshoot problem and provide services off-site as needed and be available to provide services on-site as needed within 1 ½ hours of being called or paged to respond
• Position may require participating in meetings outside of normal business hours including occasional evenings and/or weekends. Position is located in a support department which operates a call center 24 hours a day, seven days a week to provide support and service. Operations include 1st, 2nd and 3rd shifts. Employees may be required to pick up shifts outside of their standard assignment for coverage due to vacations, holidays, staff shortages, or other special circumstances as determined by leadership
• Three to Five years as a PC desktop technician or local area network systems administrator
• Certification in Microsoft 2000/XP MCSE
• Experience with Microsoft Windows 2000/XP, Active Directory, Group Policies, MSI, SMS (System Management Server) and SUS (System Update Server)
• Experience with PC desktop design and deployment (Wintel)
• Experience with TCP/IP, WINS, DNS, DHCP, and multi-domain network
• Experience with terminal emulation software, thin clients, and web clients
• Experience with desktop imaging software such as Norton Ghost
• Experience with enterprise anti-virus protection and update such as McAfee
• Extensive experience with Microsoft Operating Systems, Microsoft Office productivity tools, SCCM and COTS products along with a solid working knowledge of desktop computing environments
• Experience with large scale migration of desktop fleet from XP to Windows 7 operating system required. Experience with SCCM management platform including use of SCCM to image W7 PCs and package various applications (e.g. Office 2010, etc.)
• Excellent communication skills; customer focused; excellent attention to detail; able to prioritize tasks and meet deadlines; strong interpersonal skills; able to work in a team environment
• Ability to produce and analyze statistical system reports
• Detail-oriented ability to test and document robust technical solutions
• Ability to provide direction and support regarding complex technical problems
• Strong troubleshooting skills with various COTS products. Strong demonstrated experience with Active Directory and laptop/desktop/printer hardware architecture
• Experience in end-user device technologies, security tools, desktop deployment and annual refresh strategies, and utilities related to desktop service
• Proven expertise at the enterprise level in the management, design, development and deployment of integrated desktop solutions including overall architecture for AD synchronization and policy management services
• Matches IT product offerings with the business needs and develop solutions to complex customer requirements
• Responsible for deployment and migration of corporate wide end user computers to the new Next Generation Desktop
• Evaluate future state and leading edge technologies and provide detailed recommendations on adoption of these technologies
• Technical proficiency in operating systems and productivity office suites and a successful track record in upgrading PC fleet from XP to Windows 7
• Strong and demonstrated enterprise experience in desktop troubleshooting, problem diagnosis, migration planning, design and implementation
• BA/BS in CS/IS or related degree or equivalent experience
• 4 or more years of expertise installing, configuring and maintaining Windows Server 2003/2008/2012, VMware vSphere and MS Hyper-V on blade and rack-mounted servers from Dell, HP, IBM, Cisco
• 4 or more years experience supporting Microsoft Exchange Server and Lync/Skype for Business in a multi-domain, enterprise environment
• Current Microsoft Certified IT Professional or MCSE
• Strong and demonstrated experience with automated deployment platforms and scripting (PowerShell, VBScript, etc.)
• Detailed understanding of advanced Windows Services including: Remote Desktop Services, IIS, DNS, DHCP
• Assesses, packages, tests, deploys and properly documents all software patches, updates, and new software installations into the IT infrastructure
• Administers and maintains desktop imaging systems to include ongoing enhancements, modifications and software upgrades
• Provides 3rd level troubleshooting and support to global users
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 2-5 years)
• Ability to troubleshoot and resolve issues on a Windows platform
• Diagnosing PC hardware, mobile devices, printer and Operating System issues and resolving with minimum downtime
• Building new PCs to business standards as required
• Maintaining asset register
• Maintaining adequate desktop equipment stock levels, replenishing as necessary
• Ensuring PCs are patched with the latest security updates
• Organising the movement of PC and Telephony equipment between desks (office moves)
• Transferring knowledge to colleagues and ITSM personnel through the publishing of Knowledge Base articles and inclusion of full resolution information for all tickets
• Adhering to all published processes and procedures
• Adhering to the working practices as outlined in Standard Operating Procedures
• Experience in an IT Support role
• Confident diagnosing Windows 7/10 and setting up desktop/laptops
• Excellent customer service and support skills
• Good time management and problem solving skills
• Ability to work without supervision and under pressure
• Previous IT experience, ideally in a similar role
• CentOS and macOS
• Understanding of the ITIL framework
• Relevant IT qualifications
• Experience with Altiris, Shavlik or Spacewalk/**/ Apply for this job

Senior IT Desktop Engineer Resume Examples & Samples

• Act as desktop engineer point of escalation for the Service Desk and IT teams
• Manage support and development interactions through the IT Service Management System
• Resolve problems and incidents through complex troubleshooting and proactive problem management
• Design, configure, install, troubleshoot, diagnose, repair, and maintain infrastructure equipment, hardware, and software applications globally
• Create desktop configurations to provide performance, monitoring, and tuning of systems
• Select and maintain hardware and software standards for the ICU computing environment
• Ensure all global assets adhere to the Asset Management and Configuration processes
• Perform mass\global deployments as required and adhere to the Change Control process
• Establish configurations, images, and packages
• Build, utilize, and manage the imaging and asset database application
• Work with infrastructure team to assist in deployment and maintenance of critical infrastructure
• Create standard operating process, procedures, and policies for the computing environment
• Assist with project management initiatives and tasks
• Perform team training as required
• Provide management reporting
• Engage with partnered vendors as necessary
• Insure desktop environment adheres to security standards
• Maintain end point security and compliance
• Design, implement, and maintain virtualized desktop environment
• Work on special assignments as they arise
• Work after hours as necessary for general maintenance and on-call support
• Knowledge, Skills & Qualifications
• CompTIA A+, Net +, Security + certification
• Apple Certified Support Professional (ACSP) Preferred
• Advanced knowledge of Microsoft Productivity Suite
• High school diploma is required; Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred
• 5+ years' experience in Desktop and End User Device Engineering
• Must pass pre-employment drug screen and background check

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Desktop Support Specialist Resume Example for 2024

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If you are looking for a job as a Desktop Support Specialist, having a strong resume is essential to stand out in the competitive job market. Our Desktop Support Specialist Resume Example article provides a comprehensive guide on how to create a compelling resume that highlights your skills and experience in desktop support. From formatting tips to specific examples, this article will help you craft a resume that impresses potential employers.

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• Why you should use a resume template

What does a Desktop Support Specialist do?

• Provide technical support and troubleshooting for desktop hardware and software issues
• Install, configure, and upgrade desktop operating systems and applications
• Set up and maintain user accounts and profiles
• Perform regular maintenance and updates on desktop systems
• Assist with network connectivity and printer issues
• Train and support end users on desktop applications and tools
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What are some responsibilities of a Desktop Support Specialist?

• Provide technical support for desktop computers, laptops, and peripherals
• Install and configure operating systems, software, and hardware
• Troubleshoot and resolve hardware and software issues
• Manage user accounts and permissions
• Ensure security measures are in place to protect company data
• Perform system updates and patches
• Train and support end users on software and hardware usage
• Maintain inventory of hardware and software assets
• Document and track support issues and resolutions
• Collaborate with IT team to implement and maintain IT infrastructure

Sample Desktop Support Specialist Resume for Inspiration

1234 Some Street, Some City, Some State, 12345

[email protected] | 123-456-7890

John is a dedicated and skilled Desktop Support Specialist with 5 years of experience in providing technical assistance and support to internal employees. He is proficient in troubleshooting and resolving hardware, software, and networking issues in a timely manner, and has a proven track record of delivering exceptional customer service.

Work Experience

• Participated in the onboarding process for new employees by setting up their workstations and providing necessary training

Certifications

Resume tips for Desktop Support Specialist

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Desktop Support Specialist resume tips. We collected the best tips from seasoned Desktop Support Specialist - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• 1. Highlight your technical skills and certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST).
• 2. Showcase your experience with troubleshooting hardware and software issues for Windows and Mac desktops.
• 3. Emphasize your ability to provide excellent customer service and communicate technical information clearly to non-technical users.
• 4. Include any experience in managing and maintaining IT inventory and asset management systems.
• 5. Mention any experience with remote support tools and the ability to assist users with technical issues remotely.

Desktop Support Specialist Resume Summary Examples

A Desktop Support Specialist Resume Summary or Resume Objective helps to quickly grab the attention of hiring managers and showcase your relevant skills and experience. It provides a concise overview of your qualifications and career goals, making it easier for employers to determine if you are a good fit for the position. By including a summary or objective at the beginning of your resume, you can effectively highlight your capabilities and make a strong first impression. For Example:

• Skilled in providing technical support for end users in both software and hardware related issues
• Experience in troubleshooting and resolving desktop and network problems
• Proficient in installing, configuring, and maintaining desktop systems and software
• Familiar with operating systems such as Windows and Mac OS
• Strong communication and customer service skills to provide effective support

Build a Strong Experience Section for Your Desktop Support Specialist Resume

Building a strong experience section for a desktop support specialist resume is important as it provides a clear picture of the candidate's skills and expertise in resolving technical issues, troubleshooting hardware and software problems, and providing exceptional customer service. This section helps employers understand the depth of the candidate's experience and their ability to handle various IT challenges, ultimately increasing their chances of landing the job. For Example:

• Installed and configured hardware, operating systems, and software applications for end users.
• Provided technical support and troubleshooting for desktop, laptop, and mobile devices.
• Maintained and updated inventory of all IT equipment and software licenses.
• Assisted in the setup and maintenance of network systems and peripherals.
• Responded to help desk tickets and provided timely resolution to technical issues.
• Assisted in the implementation of security measures and protocols to protect data and systems.
• Collaborated with other IT teams to ensure smooth deployment of new software and updates.
• Assisted in creating and updating documentation for IT processes and procedures.
• Conducted thorough testing of new hardware and software before deployment to end users.
• Participated in on-call rotation to provide after-hours support for critical IT issues.

Desktop Support Specialist resume education example

A Desktop Support Specialist typically needs a minimum of an associate's degree in computer science, information technology, or a related field. Many employers also prefer candidates with a bachelor's degree and relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA). Continuous education and training in the latest technologies and software applications are also essential for staying current in this field. Here is an example of an experience listing suitable for a Desktop Support Specialist resume:

• Bachelor's Degree in Computer Science, ABC University, Anytown, USA (2014-2018)
• Associate Degree in Information Technology, XYZ College, Somewhere, USA (2012-2014)

Desktop Support Specialist Skills for a Resume

It is important to add skills for a Desktop Support Specialist Resume because it demonstrates the candidate's ability to effectively troubleshoot and resolve technical issues. Employers seek candidates with a diverse set of technical skills to handle a variety of problems. Including skills in areas such as software and hardware troubleshooting, networking, and customer service shows the candidate's proficiency and readiness to fulfill the responsibilities of the position. Soft Skills:

• Communication Skills
• Problem-Solving Abilities
• Customer Service
• Team Collaboration
• Adaptability and Flexibility
• Time Management
• Attention to Detail
• Technical Proficiency
• Patience and Empathy
• Conflict Resolution
• Operating Systems
• Hardware Troubleshooting
• Software Installation
• Server Management
• Virtualization
• Data Backup
• IT Security
• Remote Desktop Support

Common Mistakes to Avoid When Writing a Desktop Support Specialist Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Desktop Support Specialist resume

• Demonstrate technical skills and knowledge of desktop support
• Highlight experience in troubleshooting and resolving hardware and software issues
• Showcase strong communication and customer service skills
• Emphasize ability to work independently and as part of a team
• Include any relevant certifications or training

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Desktop Engineer resume examples for 2024

A desktop engineer resume should showcase a combination of technical skills and qualitative resources. According to Dr. Wayne Wakeland Ph.D. , Professor and Systems Science Program Chair at Portland State University, "Employers are eager to hire well-rounded, easy to work with employees and leaders who can go deeper technically as required." In addition, technical skills like SCCM, PowerShell, and desktop support can be highlighted. Experience with OS, technical support, PC, and mobile device management can also be valuable assets on a desktop engineer's resume.

Desktop Engineer resume example

How to format your desktop engineer resume:.

• Tailor your job title: Use 'Desktop Engineer' on your resume, matching the application
• Highlight accomplishments in work experience, such as managing sub-contractors, creating custom inventory items, and implementing Symantec Endpoint
• Condense your resume to one page, focusing on achievements and technical skills like Active Directory management, group policy, and remote assistance

Choose from 10+ customizable desktop engineer resume templates

Choose from a variety of easy-to-use desktop engineer resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your desktop engineer resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Desktop Engineer resume format and sections

1. add contact information to your desktop engineer resume.

Desktop Engineer Resume Contact Information Example # 1

Hank Rutherford Hill

St. Arlen, Texas | 333-111-2222 | [email protected]

2. Add relevant education to your desktop engineer resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Desktop Engineer Education

Desktop Engineer Resume Relevant Education Example # 1

Bachelor's Degree In Business 2010 - 2013

Arizona State University Phoenix, AZ

Desktop Engineer Resume Relevant Education Example # 2

Bachelor's Degree In Computer Science 2006 - 2009

Texas A&M University College Station, TX

3. Next, create a desktop engineer skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an desktop engineer resume

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

A media access control or simply MAC is a network policy that identifies or determines how the data is being transferred in two particular servers through a network cable. The purpose of a MAC protocol is to prevent network or technical issues and simplify transferring the information or data.

Top Skills for a Desktop Engineer

• Customer Service , 9.5%
• SCCM , 8.8%
• Troubleshoot , 6.9%
• PowerShell , 5.6%
• Other Skills , 69.2%

4. List your desktop engineer experience

The most important part of any resume for a desktop engineer is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of desktop engineers" and "Managed a team of 6 desktop engineers over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Performed data security functions on the four following platforms; IBM, Digital/Vax, Banyan Vines, and Windows NT.
• Defined inspection setups, audited suppliers, and solved quality problems.
• Worked Severity 3 and 4 problem tickets requiring resolution within designated service level agreement windows.
• Provided TCP/IP connectivity and LAN/WAN concepts for workstation/server connectivity.
• Designed network infrastructure and supervised subcontractors installing infrastructure, for 75+ sites for AEFA.
• Planned and executed the migration of the facility workstations to Windows 7 image.
• Supported Desktop rollout group with software pushes and deployments.
• Ensured hardware and software compatibility by making programming changes as required.
• Provided software/systems integration troubleshooting/modifications to resolve operational issues.
• Coordinated software deliveries and hardware maintenance activities with customers and engineers.
• Performed effective troubleshooting and generated targeted solutions and fixes to resolve complex hardware and software issues.
• Remoted into end user laptops and desktops to troubleshoot technical issues.
• Created and maintained VoIP and administered Blackberry Enterprise accounts for company phone and mobile users.
• Worked for Ascension Health owned medical offices and hospitals providing technical support of desktop computers, applications and related technology.
• Worked directly with customers to provide Level 2, hands on support of servers, routers, switches and firewalls.
• Documented incoming calls, assign to the appropriate engineer and assist with troubleshooting.
• Inspected desktop PC's, upgraded hard drives, installed memory upgrades, new printers, and tested.
• Installed and configured hardware/software and downloaded drivers for server systems and computers.
• Ghosted/Imaged PCs according to departmental guidelines, and provided user training, customer support, and desktop troubleshooting where needed.
• Assisted Bank of America business clients with migration from remote deposit service software based system to hardware based system.

5. Highlight desktop engineer certifications on your resume

Specific desktop engineer certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your desktop engineer resume:

• Certified Network Computer Technician (CNCT)
• CCNP Service Provider Operations (CCNP)
• Microsoft Certified Systems Engineer (MCSE)
• Microsoft Certified Desktop Support Technician (MCDST)
• Citrix Certified Administrator (CCA)
• Windows Server 2008, Server Administrator (MCITP)
• Cisco Certified Entry Networking Technician (CCENT)

6. Finally, add an desktop engineer resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your desktop engineer resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common desktop engineer resume skills

• Customer Service
• Troubleshoot
• Technical Support
• Desktop Support
• Microsoft Windows
• Remote Desktop
• Windows Server
• Mobile Device Management
• Workstations
• Asset Management
• Computer System
• User Support
• Network Printers
• Microsoft System Center
• Group Policies
• Endpoint Management
• End User Experience
• Software Packages
• Software Issues
• Level Support
• Group Policy Management
• Provide Technical Assistance
• Virtualization
• Network Connectivity

Desktop Engineer Jobs

Links to help optimize your desktop engineer resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Updated June 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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