Open to opportunities

Josiah Rios

@josiahrios

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Dedicated IT support specialist with strong troubleshooting skills.

United States

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What I'm looking for

I am looking for a role that allows me to leverage my technical skills while providing excellent customer support in a collaborative environment.

I am a dedicated IT support specialist with a passion for providing exceptional technical assistance. My experience at Liberty University has equipped me with the skills to deliver front-line support to students, faculty, and staff. I excel in troubleshooting, ticket management, and collaborating with technical teams to ensure efficient resolution of issues.

Throughout my tenure, I have developed a strong customer service orientation, ensuring that users receive patient and professional support. My ability to communicate clearly and document processes meticulously has been key in maintaining high standards of service. I thrive in fast-paced environments, balancing multiple support requests while adapting to new challenges and technologies.

Experience

Work history, roles, and key accomplishments

Student Helpdesk Support

Liberty University

Oct 2021 - Present (3 years 9 months)

Delivered front-line technical support to students, faculty, and staff via walk-ins, calls, and digital systems. Performed initial assessments and troubleshooting, escalating as needed to Tier 1 technicians and provided clear diagnostic information in documentation. Assisted Tier 1 staff in executing hardware and software support tasks.

Ticketing Systems Azure MFA User Support Documentation Remote Assistance

Education

Degrees, certifications, and relevant coursework

Liberty University

Bachelor of Science, Information Technology

Activities and societies: Student Helpdesk Support

Delivered front-line technical support to students, faculty, and staff via walk-ins, calls, and digital systems. Created, and updated tickets. Tracked the full life cycle from issue intake through resolution and documentation.