Zekelman Industries (JMC Steel Group)
Technical Support Specialist
September 2014 — Present
DESKTOP MAINTENANCE / UPGRADES | SOFTWARE INSTALLATION IT SUPPORT | IT PROBLEM SOLVING | IT SUPPORT |
Providing Level II Desktop Support to 700+ users, using remote access tools; GoTo Assist, SCCM, install software, remove spyware/viruses, Image/Reimage laptops, Desktops, troubleshooting software and hardware issues to include network and stand-alone printers. Create Knowledge base articles, document all issues. 98% close ratio within 24-hour timeframe. Create/Delete user accounts, create Citrix accounts for outside agents, create and administer WebEx accounts, troubleshoot WebEx issues as needed. Work with Level III team on projects as assigned. Participate in On-Call rotation.