This position required me to exercise greater knowledge of computer hardware on a regular basis. I often swapped or replaced internal components such as the RAM, hard drive, and sometimes the CMOS battery based on the results of troubleshooting.

I often utilized spare parts in the help desk's possession to upgrade underperforming PCs based on user reports. This required knowledge of operating system functions to identify bottlenecks before making adjustments.

These duties were frequently performed on Windows desktops, but also extended to Windows laptops on occasion. They sometimes required me to exercise independent decision-making skills in order to salvage and reuse parts from other systems with minimal supervisor intervention.

As a Help Desk Technician, I was required to retain familiarity with the Microsoft Office software suite in addition to specific knowledge related to operating systems.

Before systems were to be deployed, specific software needed to be added, removed, updated and properly configured before shipping back to the requesting department.

I was responsible for properly installing software with department-specified configurations. This meant that two PCs could require the same software with different settings if they were to be deployed in different departments.

I also frequently utilized Macrium Reflect in order to capture and deploy images for large-scale system configuration.

This position required me to have a basic understanding of networking in order to properly troubleshoot networking issues while also providing extended device support.

I ensured that all hardware that was to be installed on campus was entered into the proper domain. I also followed device naming conventions to avoid naming conflicts within the network.

Many field tickets required me to be physically present in order to troubleshoot connectivity issues related to missing network cables, incorrectly configured desk printers, and other common network maladies.

Frequently, this role required me to safely transport assets with all necessary cables and peripherals to the destination office. Desktops would be installed in various locations around the campus with unique requirements.

I was trusted to fully deploy a system and ensure the proper functioning of all connected devices, functioning network connectivity, and proper software installations before leaving the user's office.

While many of these tickets focused on a single system and required on-site service, these responsibilities sometimes remained within the help desk itself, where I would complete configuration on several systems, sometimes numbering in the hundreds, in preparation for my team to execute the installations or distributions.

Additionally, I was tasked with configuring operating systems according to the help desk's procedures. This included setting up administrator accounts and configuring user account privileges.

My knowledge of peripherals and my intuition when working with technology were extremely important when installing new systems because I was often required to connect or troubleshoot a variety of devices.

The types of devices I supported while working at the help desk included webcams, speakers, projectors, desk and commercial printers, scanners, card readers, and other devices.

While many devices were not officially supported by the help desk, my personal mission to support the needs of the user while preserving the security of the Southern University system drove me to go above and beyond in regards to device support.

I always ensured that devices which were to be connected were functioning properly, but I was also careful to remain within the guidelines of the university (for example, the university did not allow wireless printing).

Much like my position at the university computer labs, working in the help desk required an incredibly refined level of interpersonal and communication skills.

Throughout all of my interactions, I always strived to remain personable, helpful, and calm. I also interacted with a wide variety of departments including administration, engineering, computer science, agriculture, student affairs, financial aid, the campus library, sociology, and many others.

This variety of interactions required me to passively interpret each individual user's level of technical knowledge so that I could effectively communicate the source of their issues as well as the steps taken to correct them.

After visiting the campus after graduation, I am proudly able to say that I learned that I made strong impressions on many of the staff on campus. I am confident that my ability to connect with people enables me to deliver the best support that I possibly can.