Sinatra Williams
- Role
- Help Desk Analyst at Empire Merchants
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
Experience
Help Desk Analyst
Oct 2019 — Present · Brooklyn, NY, US
Support and maintain user community by: Respond to requests for technical Assistance in person, via phone, or electronically. Diagnose and resolve technical hardware and software issues Research questions and problems using available information (online, books, etc.) resources. Follow Standard Help Desk Procedures. Log all Help Desk Interactions Administer and use help desk Software (Trackit). Ability to redirect problems to the appropriate resource. Identify and escalate situations requiring urgent attention. Track and route requests, document resolutions. Prepare Activity Reports. Stay current with system information, changes, and updates. Proactively support Empire Merchants user community. Ensure that any requests assigned are completed in a timely fashion. Escalate to immediate supervisor if assistance is needed. Knowledge of Microsoft Products (Windows 10 Windows XP, Windows 7 and Office). Ability to configure and support wireless devices (air cards, cell phones). Ability to remotely diagnose and resolve hardware, software, and communications issues.
Education
Wake Technical Community College
Information Systems - Cybersecurity / Digital Forensics / Ethical Hacking/ Networking
2007
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