Freelance IT Helpdesk and Training Technician

Summary:

Engaging dedicated Helpdesk Technician with extensive experience and an adaptive customer service style proven effective, engaging and able to build trust across multiple industries and diverse populations.

Skills and Qualifications:

10+ years of IT service desk experience

●Ability to install, upgrade and troubleshoot computers, monitors, printers, and multi-function devices

●Ability to troubleshoot wired and wireless TCP/IP network connections and configure drive mappings.

●Configure, Train and Troubleshoot Microsoft Office 365 applications including Excel, Word, PowerPoint, Outlook and Teams

●Ability to set up smart phones and tablet computers (iPads) for corporate access and basic troubleshooting support.

●Excellent documentation and organizational skills.

●Strong troubleshooting and problem-solving skills.

●Excellent customer service skills and a genuine desire to help end-users, plus work well with others in a team-oriented environment.

●Ability to explain concepts in a clear, detailed, and approachable manner.

●Ability to work independently prioritizing multiple tasks simultaneously

●Bachelor’s degree candidate

●CompTIA A+ certification (Needs to be renewed)

●Mastery of all Windows operating systems

Experience:

Helpdesk and Field Service Technician – 10+ years into Present

Opus Core – Field Service Technician

Autopoint – Provided Training and System Support

North Fork Bank – PC Support

Northwell Hospital – Computer Support Services

Computer Career Institute at Skidmore College and Fairleigh Dickinson University – PC Repair services instructor

Primary Responsibilities that can be beneficial to your team and customers

●Respond to end-user help tickets, calls, and emails, quickly diagnose problems and coach end-users through a wide variety of software and hardware related resolutions.

●Manage user accounts

●Document and escalate incidents to responsible groups when necessary.

●Proactively monitor and perform troubleshooting to diagnose and isolate network problems and minimize downtime.

●Image new PC’s and update images on new and currently deployed

●Inventory new equipment and software and perform periodic audits of deployed assets.

●Facilitate engaging and interactive virtual or in-person training sessions

●Train clients on Basic, Intermediate and Advanced Training tailored for individual populations

●Partner with leadership teams to identify performance challenges, develop targeted coaching plans, and help turn skill gaps into measurable strengths.

Prepare and publish self-help documentation for common “how to” problems

Monitor trainee performance and conduct regular skills gap analyses.

Provide updates to documentation as needed for new releases.

●Mentor other instructors in Train-the-Trainer workshops to hone technique, philosophies and approach

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