Help Desk Administrator Resume Writing Task

Help Desk Administrator Resume Writing Task

Instructions:

Help Desk Administrator Resume Writing Task

Resume writing Task

POST

JOB SUMMARY:

The Help Desk Administrator’s role is to ensure proper computer operation so that end

users can accomplish business tasks. This includes receiving, prioritizing, documenting,

and actively resolving end-user help requests. Problem resolution may involve the use of

diagnostic and help request tracking tools such as the Track-It system, as well as require

that the individual give in-person, hands-on help at the desktop level.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

? Fields incoming requests from end users via both telephone and email in a

courteous manner.

? Documents all pertinent end user identification information, including name,

department, contact information, and nature of problem or issue.

? Build rapport and elicit problem details from help desk customers.

? Prioritize problems and escalate them when required to the appropriately

experienced technician.

? Record, track and document help desk request problem-solving process, including

all successful and unsuccessful decisions made, and actions taken through to final

resolution.

? Apply diagnostic utilities to aid in troubleshooting.

? Inventory computer equipment and track equipment.

? Access software updates, drivers, knowledge bases, and frequently asked

questions using resources on the Internet to aid in problem resolution.

? Identifies and learns appropriate software and hardware used and supported by

SAM, Inc.

? Performs hands-on fixes at the desktop level, including installation and upgrading

software, installing hardware, and configuring systems and applications.

? Performs preventative maintenance, including checking and cleaning

workstations, printers, and peripherals.

? Test fixes to ensure a problem has been adequately resolved.

? Perform post-resolution follow-ups to help requests.

? Evaluates documented resolutions and analyze trends for ways to prevent future

problems.

? Works with IT staff to develop help sheets and frequently asked questions lists for

end users.

? Completes projects as assigned

RUBRIC
Excellent Quality 95-100%	Introduction 45-41 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.		Literature Support 91-84  points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.			Methodology 58-53 points Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met.
Average Score 50-85%	40-38 points More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided.		83-76  points Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration.			52-49  points Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met.
Poor Quality 0-45%	37-1 points The background and/or significance are missing. No search history information is provided.		75-1 points Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration.			48-1 points There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met
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