Experience

Mesa Community College

• United States
• Higher Education
• 700 & Above Employee

• Help Center Analyst

  • Jan 2011 - Present

  - Assist customers with technical issues. Troubleshoot Microsoft Windows, Mac OS, and Office issues. Assist with configuring various email clients to connect with POP/IMAP and Exchange servers. - Remove viruses and other malware from computers. Correct browser and computer settings that were altered by malware. Educate customers in malware avoidance and cyber security best practices. - Troubleshoot network connectivity problems. Connect computers to network printers and troubleshoot as needed. - Manage computers, user accounts, passwords, and access through Active Directory and local computer settings. Assist with connecting to and mapping network shares in both Windows and Mac OS. - Create and deploy images for use on Windows PCs. Install required software remotely and in-person. - Prepare and distribute technical documentation, wiki articles, and service bulletins to end-users and IT staff. Train new employees, assist team members with their questions. - Document computer, monitor, and tablet inventory and customer check-out computers and tablets. Keep records of equipment that is checked out to employees and the time frame the equipment will be checked out.