Technical Support Specialist
Electronic Health Solutions
Total years of experience :8 years, 2 Months
• Providing onsite and remote IT support tire 1 and tire 2 level.
• Install new/rebuild existing pcs, configure hardware, peripherals, services, settings,
directories, storage.
• Configuration and setup network printers, and provide technical support for network
printers.
• Create user, reset user passwords from active directory, set user and computer permissions,
• Fix issues related to LAN, IP connectivity, troubleshoot network issues TCP/IP, DHCP and DNS.
• Perform daily system monitoring verifying the integrity and availability of all hardware.
• Install, replace and repair hardware parts.
• Making routine preventive maintenance and create an inventory of hardware.
• Use BMC remedy ITSM to organize ones tickets queue and for managing incidents and open,
close ticket and follow up with user issue.
• Provide on-going education and training to non-technical end-users and novice technicians.
• Identifying and resolving/escalating reported applications systems functional and/or
operational issues and problems in coordination with third level support teams or vendors.
• Responding within agreed time limits to call-outs, on call tasks.
• Provide 1st and 2nd line technical support; answering queries via ticketing tool, phone,
and email.
• Maintain a high degree of users service for all support queries and adhere to all service
level agreement.
• Propose changes or solutions to products and services for optimal business results as well as
investigate customer relationship problems.
• Troubleshoot windows 7/8/10 and Apple Mac operating systems, and pc/mac hardware.
• Provide continues status reports for direct manager.
• Resolve local and remote issues with multiple computer software applications.
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