Joshua Halstead
Akron,Ohio
Summary
Experienced Help Desk professional with roughly 5 years of comprehensive technical support and customer service experience. Skilled in troubleshooting hardware and software issues, providing timely and effective solutions to end users, and maintaining a high level of customer satisfaction. Proficient in a variety of ticketing systems, and remote desktop tools. Proven ability to communicate complex technical concepts in a clear and concise manner. Dedicated team player with a strong work ethic and a passion for helping others resolve their technical challenges.
Overview
5
5
years of professional experience
Work History
Help Desk Lead
The University Of Akron
10.2019 - Current
- Offered remote support to users through phone, email, and remote access tools, guiding them through technical solutions and ensuring successful issue resolution
- Resolved software and hardware problems, including setting up new equipment and troubleshooting network connectivity issues
- Documented support interactions and solutions in ticketing system to track and analyze recurring issues
- Collaborated with IT teams to escalate complex issues and ensure timely resolution to meet service level agreements
- Self-motivated, with a strong sense of personal responsibility.
Education
Associate of Arts - Music
Cuyahoga Community College
Parma, OHNo Degree - Cybersecurity
The University of Akron
AkronSkills
- Troubleshooting
- End-user support
- Antivirus, anti-malware and malware removal
- Helpdesk ticketing
- Patience
- Teamwork and collaboration
- Communication
- Multitasking
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefits4-day work weekWork from home optionTimeline
Help Desk Lead
The University Of Akron
10.2019 - Current
Associate of Arts - Music
Cuyahoga Community College
No Degree - Cybersecurity
The University of Akron