It Support Help Desk

Duncan Briggs

Alexandria, VA *****

202-***-**** **************@*****.***

Information Technology Support Professional

Motivated and solutions-focused IT support specialist with experience in Tier 1 and Tier 2 help desk environments. Proficient in user support, system administration, Active Directory, and troubleshooting across Windows environments. Strong communicator with hands-on experience supporting hardware, software, cloud services, and collaboration tools. Proven ability to resolve technical issues efficiently while maintaining excellent customer service.

Technical Skills & Competencies

IT Support & Administration:

Help Desk Support (Tier 1 & 2) Incident Management Ticketing Systems (ServiceNow, Remedy) User Account Setup & Troubleshooting Technical Documentation ITIL Best Practices

Systems & Infrastructure:

Windows 10/11 Windows Server Active Directory Group Policy Office 365 Exchange Online SharePoint Microsoft Teams Azure AD VMware Remote Desktop Support

Hardware & Software:

PC Imaging & Deployment Peripheral Device Support Printer/Scanner Configuration Zoom Rooms Software Installation & Updates Network Protocols (DNS, DHCP, TCP/IP)

Education & Certifications

Information Technology System Administrator – MyComputerCareer (July 2019)

Certifications:

- CompTIA Security+

- MTA: Security Fundamentals

- In Progress: CompTIA Network+ CompTIA CySA+

Professional Experience

Tier 2 Helpdesk Technician

American Bankers Association July 2024 – Present

- Provide Tier 2 technical support for desktops, laptops, and peripheral devices across the organization.

- Administer Active Directory accounts, group memberships, and password resets.

- Support new hire onboarding including hardware/software setup and orientation assistance.

- Troubleshoot Office 365 issues including Teams, Exchange Online, and SharePoint.

- Configure and deploy laptops using Windows imaging tools and standardized software packages.

- Maintain and update IT asset inventory and assist with hardware lifecycle processes.

- Resolve issues with video conferencing tools and ensure smooth meeting room operations.

- Utilize ManageEngine tools for device management and system updates.

Computer Systems Support Administrator

Institute for Defense Analyses May 2022 – July 2024

- Delivered Tier 1 technical support for employees, resolving hardware and software issues efficiently.

- Managed user account setup and access permissions in Active Directory.

- Provided support for VPN and remote access, including troubleshooting Cisco AnyConnect.

- Assisted with video conferencing setup and hybrid meeting technology.

- Documented technical processes and contributed to IT knowledge base.

Tier 2 IT Support Specialist

PenFed Credit Union (via TEKsystems) May 2020 – May 2022

- Supported end users with account access, software troubleshooting, and desktop support.

- Performed account provisioning and password management using Active Directory.

- Delivered remote support for work-from-home staff and coordinated equipment shipments.

- Assisted with Zoom Rooms support and AV setup for internal meetings and events.

IT Support Specialist

Aegis Project Controls May 2019 – May 2020

- Responded to daily technical support requests across desktop, printer, and application issues.

- Assisted with SharePoint administration and Exchange mailbox configurations.

- Supported hardware refresh projects and inventory management.

Additional Information

Soft Skills:

Analytical thinking Problem-solving Communication Customer service Adaptability

Professional Development:

Continuously pursuing technical training and certifications to stay up-to-date with evolving technologies and support tools.

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