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IT Help Desk Support Resume Examples

Writing a resume for an IT Help Desk position can be challenging, especially if you are new to the field. It is important to showcase your technical and analytical skills, as well as your customer service abilities. The most effective resumes will demonstrate your ability to troubleshoot problems and develop solutions, while including key qualifications and certifications. In this blog post, we will be providing a comprehensive guide, along with examples, to help you craft an attention-grabbing resume that will help you land the job of your dreams.

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IT Help Desk Support

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am a detail- oriented IT Help Desk Support professional with 5 years of experience in providing excellent customer service, resolving complex technical issues, and configuring and troubleshooting computer systems, software, and hardware. My expertise in IT also extends to problem solving, data analysis, and diagnostics. I am adept at working in a fast- paced environment and am highly organized, with excellent communication and interpersonal skills.

Core Skills :

• Systems and Software Troubleshooting
• Configuration and Maintenance
• Customer Service
• Data Analysis
• Problem Solving
• Diagnostics

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

• Provide technical support to end- users for hardware and software issues
• Utilize problem- solving and diagnostic skills to resolve issues
• Respond to user inquiries via phone, email, and chat
• Maintain accurate records of customer interactions and system updates
• Configure and troubleshoot computer systems and networks

Help Desk Analyst, XYZ Company, 2013 – 2015

• Provided support to end- users on basic computer systems and software
• Troubleshot and resolved complex technical problems
• Responded to customer requests in a timely manner
• Updated and maintained customer records
• Assisted in maintaining and updating internal help desk documents

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

Recent computer science graduate with a desire to assist customers with technical support related issues. Possesses strong knowledge of computer hardware and software, as well as experience troubleshooting and providing customer service in a customer service role. Eager to apply technical knowledge to help customers with their IT needs and ensure a positive customer experience.

• Proficiency in Windows, Mac OS and Linux operating systems
• Knowledge of computer hardware, software, and networking components
• Ability to install and configure software and hardware
• Excellent troubleshooting and problem- solving skills
• Excellent customer service and listening skills
• Ability to communicate complex technical information in a simple way

Responsibilities

• Provide help desk support to customers with technical issues
• Answer incoming customer calls and emails in a timely and professional manner
• Diagnose computer hardware and software issues and provide solutions
• Troubleshoot customer technical issues and resolve them quickly and efficiently
• Install and configure new hardware and software when needed
• Keep up to date with the latest technologies and best practices in IT support

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

Highly organized and knowledgeable IT Help Desk Support professional with two years of experience troubleshooting hardware and software issues for a wide range of clients. Possesses the ability to work independently and collaboratively to provide efficient customer service in a timely manner. Skilled in providing technical assistance, installation and configuration of systems, and maintaining system documentation.

• Hardware Troubleshooting
• Software Installation
• System Configuration
• Technical Assistance
• Communication

Responsibilities :

• Provided assistance with hardware and software repairs and installation.
• Assisted customers with technical problems via phone and email.
• Answered user inquiries regarding software, hardware and network operations.
• Provided technical assistance to customers in a courteous and professional manner.
• Offered customer support in the installation and configuration of systems.
• Maintained system documentation and updated technical knowledge.
• Assisted in troubleshooting network and server issues.
• Provided training to users on the use of new software.

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

Highly organized and motivated IT Help Desk Support professional with 5+ years of experience in the technical support field. Proven track record in troubleshooting complex technical issues and providing effective solutions to meet customer needs. Possessing an in- depth knowledge of computer software, hardware, and networks. Skilled in written and verbal communication in order to build meaningful relationships and deliver exceptional customer service.

• Software/Hardware Troubleshooting
• Technical Support
• Problem- solving
• Computer Languages
• Responded to customer inquiries regarding IT- related problems and provided step- by- step troubleshooting instructions
• Diagnosed and resolved technical hardware and software issues for remote and onsite clients
• Installed and configured computer hardware, software, and related peripherals
• Assisted in the maintenance of computer networks and related computing environments, including systems software, applications software, and all configurations
• Created and maintained IT documentation and procedures
• Monitored and maintained performance of computer systems and networks
• Ensured data integrity and security of computer systems and networks

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

Highly organized and motivated IT Help Desk Support professional with 7 years of experience providing technical support and leading IT projects. Possesses a comprehensive knowledge of computer hardware, software, and network systems. Expert in troubleshooting and providing user- friendly solutions. Skilled in customer service and working in a team environment.

• Network Administration
• Troubleshooting
• Hardware & Software Design
• Technical Documentation
• User Support & Training
• Provided technical support and assistance to customers, staff, and administrators
• Installed, configured and tested hardware, software, and networks
• Performed system backups, maintenance and upgrades
• Diagnosed and resolved hardware, software and network related issues
• Provided basic training to staff and administrators
• Set up user accounts and connected users to networks
• Maintained detailed records of hardware and software installations and upgrades
• Monitored and optimized system performance and security
• Assisted with the implementation of IT policies and procedures

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

IT Help Desk Support professional with 10+ years of experience in providing direct technical assistance to customers, troubleshooting technical and system issues, and performing system maintenance and upgrades. Proven ability to understand customer issues and provide resolutions quickly and efficiently. Experienced in using the latest diagnostic tools, remote desktop support, and ticket tracking systems. Thrives in a fast- paced environment, working under pressure to meet customer service and satisfaction goals.

• Troubleshooting/Problem Solving
• Software/Hardware Installation and Upgrades
• Diagnostics and System Maintenance
• Remote Desktop Support
• Ticket Tracking Systems
• Data Backup and Recovery
• Software/Hardware Support
• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Managed and resolved customer service problems, reported to management and documented resolutions.
• Answered customer inquiries via phone, email, and chat.
• Ensured customer satisfaction by providing customers with the necessary tools to resolve their issues.
• Performed remote troubleshooting and system maintenance and upgrades.
• Used the latest diagnostic tools, remote desktop support, and ticket tracking systems to resolve customer service issues.
• Provided guidance and instructions to customers on the use of hardware, software, and network systems.
• Assisted in the installation, configuration, and maintenance of computer hardware, software, and network systems.
• Provided technical advice and support to customers in areas including networking, data backup and recovery, and software/hardware support.

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

Highly experienced IT Help Desk Support professional with 15 years of providing support for customers and resolving technical issues. Excellent customer service and communication skills, paired with extensive knowledge in Windows, Linux, and Mac OS systems. Proven track record of success in resolving a wide range of technical issues, troubleshooting software and hardware problems, and providing training and support to end- users.

• System Diagnostics
• System Administration
• Computer Security
• Windows/Linux/Mac OS
• Troubleshoot and resolve technical issues for customers
• Consult with customers to diagnose and troubleshoot computer- related problems
• Respond to customer inquiries and provide assistance in resolving technical issues
• Configure and install hardware and software systems
• Install and configure operating systems, patches, and updates
• Monitor system performance and security
• Train end- users on the use of software applications
• Maintain accurate documentation of technical issues, resolutions, and customer service logs
• Develop and implement technical policies, procedures, and best practices.

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a IT Help Desk Support resume?

A IT Help Desk Support position requires technical skills, problem solving abilities and excellent customer service. Therefore, it is important for a candidate to showcase these qualifications in their resume. Here are some suggested items to include on a IT Help Desk Support resume.

• Experience working with computers and technology
• Software and hardware troubleshooting skills
• Proficiency in customer service
• Experience providing remote and in-person problem solving support
• Knowledge of computer networks and system administration
• Ability to work in a fast-paced environment
• Ability to manage multiple tasks and prioritize accordingly
• Excellent communication skills
• Ability to quickly learn and adapt to new technologies

What is a good summary for a IT Help Desk Support resume?

A good summary for an IT Help Desk Support resume should highlight the job candidate’s technical knowledge, customer service experience, and problem-solving skills. The summary should also mention any certifications or other qualifications that make the individual a good fit for the role. Ultimately, a good summary should demonstrate the candidate’s expertise in troubleshooting, diagnosing, and resolving technical issues, as well as their ability to interact with customers in a friendly and professional manner.

What is a good objective for a IT Help Desk Support resume?

A good IT Help Desk Support resume objective should succinctly showcase your technical skills and knowledge, as well as your ability to provide customer service. When writing your objective, focus on the qualities that make you an ideal candidate for the position and keep it short and to the point.

Here are some points to include in your objective for an IT Help Desk Support resume:

• Experienced in troubleshooting and resolving IT hardware, software, and network issues
• Dedicated to providing effective customer service and support
• Ability to diagnose and troubleshoot technical issues and problems quickly and accurately
• Proficient in the use of various IT support tools and software
• Knowledgeable in the installation of new hardware and software
• Proven ability to maintain user accounts, passwords, network security, and data integrity
• Excellent communication and interpersonal skills

How do you list IT Help Desk Support skills on a resume?

When applying for an IT Help Desk Support position, it is important to highlight your technical skills and knowledge in the field. Your resume should be tailored to the job you are applying for, and should include your qualifications, experience, and skills. Here are some tips on how to list IT Help Desk Support skills on your resume.

• Include a summary of your qualifications. This should be a brief overview of your experience and qualifications relevant to IT Help Desk Support.
• Include a section featuring your technical knowledge and proficiency. Here you should list any certifications, programming languages, and other technical skills you possess that are relevant to the job.
• Detail any past experience related to IT Help Desk Support. Include examples of tasks you have completed, such as troubleshooting hardware/software issues or providing technical support to customers.
• Highlight any customer service or communication skills that are related to the job. This could include skills in active listening, problem-solving, and conflict resolution.
• Mention any relevant specializations or areas of expertise. For example, you may be specialized in network administration or cloud computing.

By showcasing your qualifications, experience, and skills, you can create a resume that will make you stand out in your job search.

What skills should I put on my resume for IT Help Desk Support?

If you’re looking to get into a career in IT Help Desk Support, then you’ll need to make sure that your resume has all the right skills. You should include keywords relevant to the position such as problem-solving, customer service, and technical support. Here are some of the most important skills to include on your resume when applying for an IT Help Desk Support job:

• Excellent problem-solving skills: As an IT Help Desk Support professional, you’ll need to be able to quickly identify and solve technical problems. You should demonstrate your ability to diagnose issues and provide solutions.
• Excellent customer service: You should be able to provide excellent customer service to your clients. This means being able to understand their issues and providing them with helpful and friendly advice.
• Knowledge of software and hardware: You should have a good understanding of software and hardware, as well as the ability to troubleshoot common issues.
• Good communication skills: You should be able to communicate clearly with clients both verbally and in writing. This includes being able to explain technical terms and instructions in a way that is easy to understand.
• Ability to work independently: You should be able to work independently and efficiently, without needing to be constantly supervised.
• Patience and persistence: You should have the patience to be able to work with clients who may not be as tech-savvy as you are. You should also have the persistence to keep trying different solutions until you find the right one.

By showing potential employers that you have these skills, you’ll be able to demonstrate that you’re well-suited to a career in IT Help Desk Support.

Key takeaways for an IT Help Desk Support resume

When writing a resume for an IT Help Desk Support role, there are a few key takeaways to keep in mind.

First, highlight any technical skills you have that are relevant to the role. Employers will want to know that you have a good understanding of the tools and software used in an IT Help Desk Support role, so make sure to include any certifications or qualifications you may have.

Second, emphasize your customer service skills. Any employer hiring for an IT Help Desk Support role will be looking for someone who is able to communicate effectively with clients and address their concerns in a professional manner. Make sure to highlight any customer service experience you have had in the past, as well as any communication or problem-solving skills.

Third, highlight any experience you have with troubleshooting. Employers will want to know that you are able to quickly identify and resolve technical issues, so make sure to include any experience you have with troubleshooting.

Finally, make sure to emphasize any experience you have with training users. Employers will be looking for someone who is able to effectively train users on the various tools and software used in an IT Help Desk Support role, so make sure to include any experience you have with training users.

By keeping these key takeaways in mind while writing your resume, you will be sure to make a great first impression when applying for an IT Help Desk Support role.

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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

• Help Desk Resumes by Experience
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• Write Your Help Desk Resume

Being a help desk technician is all about being the go-to support hero for tech-related woes. You’re the friendly face or voice that guides users through their IT troubles, from computer hiccups to forgotten passwords. 

Your knack for problem-solving and communication makes you a troubleshooter extraordinaire. However, crafting a resume that showcases your IT prowess can be as tricky as decoding a complex error message. 

If you’re ready to put your skills on paper and land that dream job, we’re here to lend a hand. Our expert-written help desk resume examples can help you with everything from picking the right job skills to making your experience pop. To top it all off, use our free cover letter builder for the complete application.

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Why this resume works

• It may not seem like much at first but specifying how you used industry-specific tools to make quantifiable differences can go a long way! Don’t sleep on your technical experience either! Add any instances when you monitored and improved a network’s security.

Entry Level Help Desk Resume

• The essence is to demonstrate that you’ve actually put textbook theories to work, which culminated in tangible outcomes in the real world. Maybe it’s a summer job as a cashier, where you mastered your customer service. If such is not an option, capitalize on the job-relevant seminars you attended, and the college projects you carried out.

Help Desk Analyst Resume

• You want to stay clear of terms like “aided” and “assisted” and instead bring out the big guns—words that convey leadership (think led, authored, negotiated), accomplishments (think overhauled and upgraded), and technical prowess (think analyzed, monitored, and executed).

IT Help Desk Resume

• Can’t forget about regulations too now, can we? If you’ve ever helped a company save costs on potential compliance fines, make sure to mention it and prove your dedication to any employer!

Help Desk Technician Resume

• Once done, back up these metrics with actionable points like increasing a system’s uptime rate from 87% to 98.3%, or improving overall productivity by 26%.

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

When it comes to showcasing your skills as a help desk technician, you’ve got a toolbox full of tech expertise that employers are eager to see. Your resume is where you can dive into it. Be specific and steer clear of vague, generic terms—your IT-focused resume should shine a spotlight on your technical prowess.

Zoom in on the hard skills you’ve honed. List the software applications you’re fluent in, any cyber security frameworks you’ve mastered, and, of course, any programming languages that you’ve conquered. 

Highlight your know-how in networks, malware detection, and understanding system vulnerabilities. Remember, the key is to match the skills you have with what the job demands.

Need some help?

15 top help desk skills

• Ticketing Systems
• Hardware Knowledge
• Network Troubleshooting
• Cybersecurity
• Mobile Device Support
• Active Directory

Your help desk work experience bullet points

Your days working as a help desk technician are often a whirlwind of assisting users, resolving IT issues, and ensuring smooth tech operations. However, when it comes to your resume, it’s the remarkable achievements that truly matter.

Your work ensures that everything runs smoothly without interruptions or costly downtimes, and it’s important that you highlight this. Showcase moments you’re proud of, whether speeding up response times, reducing system downtime, or increasing user satisfaction. 

Quantify your achievements with metrics whenever possible to lend them more weight and set yourself apart from the competition.

• Highlight how quickly you were able to acknowledge and address user requests or IT issues.
• Showcase your ability to resolve issues on the first interaction, minimizing the need for multiple support interactions and improving user satisfaction.
• Use surveys or feedback data to quantify user satisfaction and report consistent ratings of 95% or higher.
• Quantify how your support efforts reduced system or network downtime, resulting in increased productivity and cost savings.

See what we mean?

• Developed a weekly backup schedule through Acronis Backup which decreased data loss incidents by 97%
• Led a project to update password security policies using LastPass, curbing security breaches by 56%
• Facilitated 1,742 remote support sessions using TeamViewer, resolving 92% of issues without on-site intervention
• Leveraged Microsoft Teams’ bot and integration features to automate routine tasks, enhancing team productivity by 18%

9 active verbs to start your help desk work experience bullet points

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

• Showcase relevant coursework and academic projects that demonstrate your technical abilities. For instance, you could mention a group project where you contributed to designing and implementing a help desk ticketing system for your IT class. These hands-on experiences provide valuable insights into your capabilities and problem-solving skills.
• Your hobbies and interests can be a goldmine of relevant skills. If you’re passionate about building computers, troubleshooting software, or managing home networks as a hobby, don’t hesitate to mention it. Show how your love for technology extends beyond the classroom and into your personal life, highlighting your dedication to the field.
• Use a career objective statement to outline your aspirations as a help desk technician. Be specific about the kind of support you want to provide and the impact you aim to make. This helps employers understand your goals and motivations, even if you have limited professional experience .

3 Tips for Writing a Help Desk Resume With Prior Experience

• Working in a help desk environment means working with people, but don’t list “teamwork” in your skills section. Instead, emphasize your customer-centric mindset by adding metrics like the number of resolved support tickets or the average 5-star rating you get every month.
• If you’ve developed expertise in specific areas of help desk support, such as hardware troubleshooting, software configuration, or network diagnostics, don’t be afraid to brag about it. For instance, if you’re skilled in remote desktop support, emphasize how your proficiency can benefit remote workers.
• List any certifications that align with the help desk field. Certificates such as CompTIA A+, CompTIA Network+, or HDI Support Center Analyst can boost your credibility. 

You can include a career summary , but it’s optional. If you choose to have one, make it job-specific. Focus on your key proficiencies, such as specific operating systems (Windows, Linux, MacOS) that directly relate to the job.

It’s usually better to focus on your technical skills, namely hardware and software proficiencies. Talk about your in-depth knowledge of Spiceworks, RDP, backing up data, and IT security—your soft skills will shine through your cover letter.

Metrics that demonstrate your impact can set you apart. Highlight statistics such as reduced response times, increased user satisfaction scores, first call resolution rates, or decreased system downtime. 

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• IT Help Desk

IT Help Desk resume examples & templates

The obvious approach to writing an IT help desk resume might emphasize your IT expertise. But it would be a mistake to downplay the help role that places you on both sides of the customer service equation. A winning resume demonstrates awareness of business needs and the ability to meet them — in this case, your track record of achieving satisfaction for consumers and employers alike.

Resume builders can be a great help in creating such a resume. The job search resources at Resume.io, for example, include more than 350 occupation-specific writing guides with corresponding resume examples. 

This step-by-step guide is backed by sample wording from an IT help desk resume you can adapt as you like. Here’s what we’ll discuss:

• What IT help desk professionals do and the job outlook
• Powering on — the right structure and the best format for your IT help desk resume
• Connecting with prospective employers in each resume section — header, profile, work history, education, and skills
• Layout and design tips for a dynamic visual impact

What does an IT help desk professional do?

Ever since computers became commonplace items barely three decades ago, consumers have gotten by knowing just enough as they need to about the hardware connections and software applications that keep our lives humming along at home and in the office. It all works like magic until suddenly it doesn’t.

Failing every DIY remedy that comes to mind — including “unplug and wait 10 seconds before plugging back in” — it’s reassuring to know IT help desk teams are standing by with the right diagnoses and fixes. The technical support expert who answers our phone call, online chat, or email, or greets us in person, is on the front lines of troubleshooting, helping to get our digital devices up and running again. 

The range of problems handled by IT help desk staff vary by employer and industry. Some work for large software companies or tech support providers, advising clients that use business-specific programs. Others work in call centers, providing step-by-step practical assistance, or in retail settings where computer products are sold.

According to Glassdoor.com , the average salary for IT help desk technicians in the U.S. is $42,169 per year. This is comparable to the $43,454 annual income reported by Payscale.com . 

The U.S. Bureau of Labor Statistics (BLS) indicates the median annual wage for computer user support specialists was $49,770 in May 2021. The BLS projects 9% job growth for these professionals between 2020 and 2030, consistent with the occupational average. 

How to write an IT help desk resume

With efficiency being an attribute of IT help desk specialists, you might appreciate how efficient and orderly resumes are by design. Each of these essential components serves a vital purpose:

• Employment history section
• Education section
• Skills section

Economy of words is crucial so that your resume fits on one page. Strive for concise wording that’s precisely on-point. And make sure you incorporate the right keywords to prevent rejection by the applicant tracking systems (ATS) that many hiring organizations use to screen online document submissions.

The strongest keyword clues come from scrutinizing the advertised job requirements. This is also critical for customizing each version of your resume to the specific IT help desk hiring situation.

Find even more writing advice in Resume.io’s growing IT category: including IT manager resume example, IT director resume example, IT project manager resume example, information technology resume example , and IT specialist resume sample.

Choosing the best resume format for IT help desk professionals

Anyone with a straightforward job history in mostly employee positions is advised to use the chronological resume format. It’s the most common way to structure a resume by listing work experience highlights under employer headings, dated in reverse chronological order. Recruiters also prefer this easy-to-follow overview format.

A functional resume format enables you to emphasize specialized or transferable skills. A hybrid (combination) format allows even more flexibility.

Resume header

Your resume header should not be an afterthought. Don’t underestimate what an eye-pleasing design achieves off the top by visually putting your job application in a class of its own. For double the impact, use the same header on your cover letter.

As a personal branding label, the header leaves no doubt to whom your resume belongs. Its placement on the page, offset by white space, makes everything look more inviting to read. And by prominently displaying your contact information, the header makes it quick and easy for recruiters to get in touch with you.

Resume summary example

What does the hiring organization need most from the person filling this IT help desk position? An effective resume summary conveys immediately that you are the best person to meet those needs. By highlighting your most persuasive qualifications and personal qualities in that context, you create an immediate, direct connection with recruiters. That you’ve done your homework about the job and the employer will be obvious when you come across as a problem-solver, who offers valuable expertise.

Your resume summary — sometimes called the profile or personal statement — has a lot to say in a compressed space. It calls for concise and precise wording without selling yourself short. Use descriptive and dynamic action verbs , alongside ATS-beating keywords.

Below is an IT help desk resume sample summary you can customize.

Highly dynamic IT Help Desk Specialist experienced in providing top-notch support through many different channels of communication. Adept in troubleshooting complex issues and working to discover and implement real solutions.

Employment history sample

Organize your work experience highlights in a way that shows growth and achievement. Be specific and selective in showcasing directly relevant examples for each position held. Again, this overview of what you’ve accomplished and contributed should be custom-tailored to the hiring organization’s needs, suggesting how you could be part of its future success story. 

Prospective employers are not interested in what you were responsible for, but what you actually did — especially the beneficial outcomes. Use facts and figures to quantify results that your efforts made possible — savings, efficiencies, and productivity gains, if not the number and diversity of customers served or tasks completed.

Below is an IT help desk employment history resume sample you can modify.

IT Help Desk Associate at Beeway Communications, New York  July 2018 - July 2022 

• Managed a successful on-boarding experience for new customers by working to determine how to best utilize Beeway's features and functionality to best serve their business.
• Diagnosed, troubleshot, and worked to resolve service issues.
• Answered incoming customer support calls and created detailed tickets to track and resolve issues.
• Worked with the rest of the IT department on upgrades and software roll-outs.
• Provided exceptional computer and technology support to organizations.
• Installed and configured software and hardware for end users.

IT Help Desk Technician at Nextone, New York  October 2015 - June 2018 

• Performed remote troubleshooting using diagnostic techniques and relevant questions.
• Worked with customers to determine and implement the best solutions for their issues.
• Provided accurate information on IT products and services.
• Identified and suggested helpful improvements in procedures.
• Performed follow-up calls and visits and updated customer statuses and information.
• Installed and configured laptops, PC's/desktops, printers, and peripherals.

IT help desk resume education example

The education section is where you list computer-related degrees or other post-secondary technical programs you’ve completed, in reverse chronological order, from highest to lowest level. Only list your high school in the absence of education higher than a bachelor’s degree.  

Be sure to include relevant IT certifications , on-the-job training, and any other skills development programs. Also mention professional association memberships that offer opportunities for continuous learning and peer networking.

Below is the education section from an IT help desk resume you can modify.

Bachelor of Science in Computer Science, Manhattan College, New York  September 2010 - May 2014 

• Graduated summa cum laude.

CV skills example

The technical abilities listed on your IT help desk CV should match the employer’s job posting. Double-check to make sure you’ve covered all those must-have hard skills , especially keywords. Besides being an ATS-proofing safeguard, it shows you are aware of employer priorities.  That was the easy part. Now consider which soft skills are essential for IT help desk professionals to succeed in a customer service capacity, working independently or collaboratively.

Support.cc , a help desk software provider, outlines 10 soft skills that IT help desk professionals should have.

• Customers-come-first attitude
• Business awareness
• Adapt at time management
• Attention to detail
• Collaboration with others
• Willingness to learn
• Works well under stress
• Analytical mind

Check out an IT help desk CV sample for the skills section below.

• IT Troubleshooting
• Leadership and Teamwork
• Technical Help Desk Procedures
• Critical Thinking and Problem Solving
• Advanced Knowledge of Computer Operations
• Listening and Responding Skills

Resume layout and design

“Simple and spotless” provides the best assurance of an IT help desk resume that actually gets read. And that need not be synonymous with bland and boring. Just keep the layout, design, and formatting elements streamlined and uncluttered for a polished-looking page. Set the bar high for reading ease and eye appeal, from font choices and margin widths to the sparing use of graphic elements that never distract. And it should go without saying that a tech specialist’s resume is character-perfect and bug-free in every sense, with the final version saved as a PDF so it looks the same on every digital screen. 

Spare yourself the hassle and uncertainty of DIY layout and design by using one of Resume.io’s field-tested resume templates. Just download a style you like after browsing our four design categories Then it’s a snap to customize with your own replacement text using our builder tool. 

Key takeaways for an IT help desk resume

• As long as computer users are stymied on occasion by problems needing a pro’s attention, IT help desk employment growth will continue.
• Every IT help desk resume should be tailored to the specific job and employer’s needs, reflecting customer service skills and business awareness, as well as technical expertise.
• The recruiter’s posted job requirements are the best source for customizing your resume and including the right keywords to avoid ATS rejection.
• A simple but eye-pleasing layout and clean design elements are the keys to a reader-friendly resume page.

Beautiful ready-to-use resume templates

• • Resolved technical issues for over 100 employees, increasing overall productivity by 20%
• • Implemented new IT systems, increasing system efficiency by 15%
• • Led a team of 5 junior IT specialists, improving team efficiency by 10%
• • Resolved technical issues for over 50 employees, ensuring minimal downtime
• • Assisted in the implementation of new IT systems, reducing system errors by 25%
• • Collaborated with the IT team to meet quarterly targets, achieving 100% of goals
• • Supported senior IT specialists in resolving technical issues, contributing to a 10% increase in efficiency
• • Assisted in managing IT systems for 20 employees, maintaining 100% system uptime
• • Assisted in the preparation of quarterly IT reports, achieving 95% accuracy

5 Help Desk Resume Examples & Guide for 2024

Your help desk resume should highlight your technical proficiency. Showcase your experience with relevant software and troubleshooting methods. Demonstrate your customer service skills clearly. Employers need to see your ability to communicate effectively and resolve issues efficiently.

All resume examples in this guide

Desktop Support

Help Desk Manager

Service Desk Manager

Technical Support Manager

Resume guide, in this guide, you’ll learn, looking for related resumes, how to create a help desk resume that gets you hired, the right way to write a header for a help desk resume, how to make an outstanding experience section for your help desk resume, 18 essential skills to highlight in your help desk resume.

The customer is king.

But as a help desk…

You’re the king of customer service.

Anyone can pick up the phone or respond to an email, but very few can do so efficiently.

Your work extends way beyond solving simple technical problems.

Without you, companies can’t keep up good relationships with their clients. Many businesses would struggle to improve their brand image and keep their loyal customers around.

You help employees from inner departments solve tech issues in a timely fashion. That’s how you allow everyone to be more productive and stay focused on crucial tasks.

Thankfully…

The days of simple FAQ pages and Q&A sections on forums are over.

Companies have understood the full extent of your importance. That explains why headhunters today work hard to recruit the best help desk professionals.

But to land the job you want:

You need an outstanding help desk resume that promotes your worth. And that’s what we’re going to teach you today.

We created this guide to help you make a brilliant resume that stands out and gets results.

We’ll show you how to feature the right skills, experience, and other essential sections to make you shine.

Let’s get started.

• Why reading the job description is crucial to picking and featuring the right experience and skills on your resume
• How to structure and format your resume to inspire recruiters and keep them reading
• Best way to showcase your relevant experience and convince headhunters of your worth
• Top technical and soft skills to help you master your job duties and excel at customer service
• Most important additional sections to include if you want to outshine your competition
• Computer Science Resume
• Network Engineer Resume
• Tech Resume
• IT Project Manager Resume

A help desk resume is your chance to leave a strong first impression on recruiters and make them want you.

It's not just a bunch of details or meaningless words sitting on a page. In reality, it's the portal through which you'll land the job you want at the company of your dreams.

Every detail matters, from the way you structure your resume to the way you write your sentences.

Therefore, you must remain strategic in your approach.

First of all:

You need to pick a proper layout for your resume .

There are lots of options to choose from, but not all of them will fit your background.

Here are your two options:

If you have a rich work history and lots of details to share, a reverse-chronological layout is best. Combine that with a double-column temlplate and you can fit everything within a single page without sacrificing any details.

A single column resume template works great for you if you're just getting started as a help desk. You don't want to leave lots of white space in your resume, so you can structure the information to fill the whole page. You might prefer the funcional resume layout in such case, as it allows you to focus on skills, rather than experience.

You need to be different from everyone else.

Think about it for a second…

The company needs assistance from a professional help desk. They've been looking for an ideal candidate for a while — yet they still haven't hired anyone.

Why do you think is that?

Two reasons:

• The majority of applicants don't have the right set of experience and skills to compete for the job
• No one has addressed the hiring company's needs precisely, and most candidates are ego-centric only looking for their own interest

That's where you'll beg to differ and prove yourself deserving of the position.

You'll highlight your unique expertise, most excellent qualities, and career achievements to stand out from the pack. But more importantly, you'll tailor your resume to answer to the company's needs precisely.

This way, you're outperforming everyone in the race and give recruiters a million reasons to hire you.

Best sections for a help desk resume

• Certifications

What recruiters want to see in a help desk resume

• The right customer service experience to help you assist clients effectively
• A solid background in IT and computer science to prove your fitness for the job
• Quantifiable achievements and work results demonstrated through reliable metrics and precise numbers
• Eagerness to learn various technical skills quickly and apply the knowledge in practice
• A set of soft skills including solution-oriented mindset, patience, and interpersonal abilities to allow for flawless communication

The header is a small section sitting at the top of your resume to help you identify yourself.

It only includes personal details - so it shouldn't affect your chances of getting hired.

You want recruiters to remember who you are in a pile of hundreds of resumes. So, this is your chance to hammer your name into their heads.

You must follow the right structure in making your header. You have to feature your key personal details. And you also need to leave away any unnecessary information.

So, where do you begin?

It's simple.

For starters, you only need to include the following information:

• Email address

Next, you'll work on placing them correctly on the page.

Make your name memorable by using a bigger font and separating it from the rest of the details.

The job title comes underneath your full name but in a smaller font.

Featuring your full address is optional, especially if you live far away from the hiring company's location.

So, adding just the city and state in your address is okay.

LinkedIn is where most headhunters go to publish job postings and find qualified candidates. And the platform presents an opportunity for applicants to showcase their worth beyond a one-page resume.

Featuring a link to your LinkedIn profile is your way of helping recruiters notice you. It allows them to learn more about you before the interview, which is something they're grateful for.

Let's look at a couple of examples:

Recruiters must be sure that you're their best candidate they can hire before choosing you.

They want to see that you have solid experience with customer experience. And they need to be sure of your IT skills and problem-solving abilities.

But how do you prove any of that?

Well… it's quite simple!

Show that you've done it all before.

Craft an experience section that presents your job experience professionally. Then, fill it with details about your career successes and accomplishments.

Here are three golden rules to follow when writing your experience section:

1- List your experience in chronological order.

A perfect experience section must be chronological. That means you should start from the most recent position and continue further down.

You don't need to include every single position you've ever had. So, be careful when choosing what you put in this section.

2- Be specific.

It's more important to show than just tell when talking about your work history.

Headhunters are tired of reading repetitive job tasks over and over again. Every applicant they come across sounds the same with all the generic duties they find on Google.

The key here is to give recruiters what they want to see specifically. And to find that, you must look through the job description .

Make each bullet point you list here counts by mentioning the impact you had in your previous positions.

But more importantly:

Everything you mention here has to be relevant to the job you're applying for.

3- Quantify your achievements.

This rule gives hiring managers a rational anchor point for comparison. If your numbers are better than everyone else's, you'll separate yourself from the pack.

You won't be stuck at the bottom with the unqualified candidates who also claim to be good at customer support.

Each bullet point must come with a concrete example or a quantifiable achievement to inspire headhunters.

Use precise numbers of the results you achieved in the past to quantify your career wins.

Check out this example:

• • Responsible for customer service and inquiries
• • Helped customers with technical issues related to the company’s products and services
• • Stayed up-to-date with the latest company technologies and software updates

Nobody likes buzzwords , especially not hiring managers.

They've read hundreds of resumes where job responsibilities are listed with no concrete numbers to prove them.

There's nothing to back up those claims and achievements. As a result, such resumes get largely ignored or even count against the applicant.

The solution is to focus on concrete numbers to demonstrate your impact as a help desk professional.

You need to keep an active language when showcasing your work as a help desk. Stick to action verbs and industry-specific verbs to highlight relevance and competence.

Now, here's what a great help desk experience section looks like:

• • Answered, evaluated, and prioritized 3200 customer inquiries and support requests while maintaining 98% ratings of positive feedback
• • Assisted in the hiring and scaling of the team from 10 teammates to 35 by screening potential candidates
• • Recorded, tracked, and updated support interactions using the company’s ticketing system to help with software development

Featuring the right skills in your resume is key to getting you hired.

Recruiters often find themselves stuck choosing between candidates with the same level of experience. So they rely on the skills section to decide on the best applicant for the job.

But here’s the thing:

It isn’t always clear to you as a job-seeker which talents are essential to showcase in your resume.

Companies differ in the way they operate and deal with their customers. The technologies and tools they use also vary significantly from one industry to another.

As a rule of thumb, you must focus this section on two types of skills:

• Soft skills
• Technical skills

Soft skills include customer service, the ability to stay on top of client requests, troubleshooting, problem-solving, etc…

Patience and solution-oriented thinking are also crucial to helping you excel at your job.

Moreover, you must demonstrate a willingness to learn and adapt to new tools whenever needed. That shows hiring managers your eagerness to succeed at the job and go the extra mile.

On the other hand:

Technical skills vary widely based on the technology used by the company. There are no universally sought-after technical skills in the job market today.

You can recognize what the company needs from you in the job offer. And many tools and technologies are so popular that most businesses in the market today are using them.

So, by this point…

Your primary focus should be to find the most relevant abilities required for the job. Once you identify them, you’ll only need to narrow your list down and present it in this section.

To do that, you should:

• List all the soft and hard skills you possess in one list.
• Define the most sought-after soft/technical talents by reading the job description and keep them in a separate list
• See which skills correlate the most (those are the ones your help desk resume needs to feature)

Here’s our hand-picked list of the most critical help desk resume skills:

Most sought-after technical skills for help desk resume

• Active directory
• Desktop support
• Technical support
• Service desk
• Microsoft Office Suite
• Google Suite
• Troubleshooting
• Email support

Best soft skills to showcase in your help desk resume

• Customer service
• Collaboration
• Communication
• Problem-solving
• Time management
• Multitasking
• Attention to detail
• Solution-oriented

Key Takeaways

• Read the job description thoroughly to identify the hiring company’s needs and address them in your resume
• Create an eye-grabbing header to keep headhunters reading
• Feature your relevant work experience and solidify your claims through precise metrics and quantifiable achievements
• Showcase your technical/soft skills in your experience and skills section to make your resume more appealing
• Feature your educational background and certificates to stand out from the crowd and outshine your competitors

Help Desk resume examples

Explore additional help desk resume samples and guides and see what works for your level of experience or role.

Desktop support roles are similar to a foundational pillar in IT infrastructure. Therefore, desktop support trends can impact the way whole organizations function.

Emphasize your ability to troubleshoot swiftly and accurately. Display your familiarity with common operating systems and applications. Demonstrate your soft skills relevant to desktop support such as communication, team work and patience. Prove that you understand user issues and solve accordingly. Frame your resume in such a way that it showcases your skills in hardware and software, as well as how those skills led to efficient troubleshooting.

Don't just list qualifications; show how you used them to improve the system. Following 'skill-action-results' could look like 'improved ticket resolution time by...' or 'reduced system crashes by...' and so on.

Help Desk Managers play a critical role in customer service. Their actions can have great influence on customer satisfaction and brand loyalty.

Experience in software such as ticket tracking systems and database software is a must. Showcase your customer service skills and ability to manage teams. Demonstrate how you have implemented support strategies that reduced resolution time and improved satisfaction.

Avoid simply listing skills. Instead, show how your management style and technical abilities resulted in improved key performance indicators (KPIs). For example, 'Reduced average call handling time by implementing...', 'Increased customer satisfaction by...' et cetera.

A Service Desk Manager role is as a bridge between users and IT operations. This influential role can shape IT processes within a company.

Your resume should demonstrate your expertise in IT service management principles like ITIL or COBIT. Highlight how you have developed and implemented operational procedures that improved efficiency.

Don’t just list your skills. Instead, show how they have led to more efficient operations. Following 'skill-action-results' could look like 'lowered downtimes by implementing...', 'improved service delivery through...' and so on.

Technical Support Manager roles form a cornerstone of customer and client support systems. Trends within this sphere have far-reaching implications for any tech company.

Among others, highlight your ability to manage and train a team of tech support representatives. Tout your familiarity with a range of software and hardware specific to your industry. Demonstrate a history of increasing customer satisfaction rating by streamlining the tech support process.

Show, not just tell, your skills. e.g. 'lowered tech support turnaround times...', 'improved customer satisfaction ratings by...' and more.

Looking to build your own Help Desk resume?

• Resume Examples

What Should A Cover Letter Say? Here's What You Need to Know

Overqualified for a job tips to overcome this hurdle, cover letter vs. resume: which should you use, should you bring a cover letter to an interview, how to create a general cover letter (with examples and tips), how to write about your career for an effective resume.

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Resume Worded   |  Proven Resume Examples

• Resume Examples
• Administrative Resumes

3 Service Desk Resume Examples - Here's What Works In 2024

If you consider yourself tech-savvy and have excellent problem-solving skills, a job at the service desk might suit you. the service desk has the purpose of helping users with incident resolution. they have two options: using the self-service support system to easily find answers to their queries or requesting help from a service desk analyst. this is where you come to help. service desk analysts work in the it department and become the bridge between the company and its users. today, we’ll dive deeper into this career and show you how to create your own service desk resume..

A service desk is a resolution center where users place their queries or find answers by themselves. It has pre-made solutions so users can quickly find answers and it also has a database to receive queries. A service desk helps users solve day-to-day issues such as changing their passwords, installing software, or configuration tasks. 

Generally, users send their requests via email, and this request creates a ticket number. This way service desk analysts or technicians can work on those queries progressively. The idea is to automate the support system to provide better and faster services. It aims to resolve IT issues in fewer steps by streamlining and automating the technical support process.

These days most desk service systems have AI-driven chatbots that help users in troubleshooting faster and at any time. Just think about it, robots don’t sleep or rest, so they are available for users 24/7. However, this doesn’t mean you will be replaced by AI, so keep working on your resume. Service desk analysts are still valuable for recruiters.

What you need to know about AI is that it simplifies your job by taking all the low-value technical support tasks off your shoulders so you can focus on higher-significant issues. Keep in mind that AI is weak in terms of customer support, so technicians still have to handle high-level troubleshooting. 

If you want to enrich your technician resume, take a look below. We’ll share with you three resume templates and handy tips to inspire you.

Service Desk Resume Templates

Jump to a template:

• Service Desk Analyst
• IT Service Desk Analyst
• Service Desk Technician

Jump to a resource:

• Keywords for Service Desk Resumes

Service Desk Resume Tips

• Action Verbs to Use
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 3: Service Desk Analyst Resume Example

A service desk analyst is a technician who troubleshoots and provides support to users. They help them resolve problems at different scales. Therefore they work in multiple tiers depending on the complexity of the problem. Service desk analysts must have great attention to detail, so you should demonstrate this in your resume by double-checking every time to reduce the risks of typos or mistakes.

We're just getting the template ready for you, just a second left.

Tips to help you write your Service Desk Analyst resume in 2024

   demonstrate your knowledge of customer relationship management (crm).

Most companies integrate their service desk with a CRM system. This allows them to orchestrate all customer service operations in one place with minimal delays. CRMs also have a database of customer queries which helps technicians have access to insightful information from previous issues. Now that we know this, we can assume that this is a valuable skill to add to your resume.

   Highlight your communication skills.

As a service desk analyst, you will often deal with non-tech customers who may not understand all the technical processes behind troubleshooting. Therefore, it is important to have excellent communication skills and demonstrate them in your resume.

Skills you can include on your Service Desk Analyst resume

Template 2 of 3: it service desk analyst resume example.

An IT service desk analyst provides technical support to end users. They also maintain software and hardware. These maintenance operations must be scheduled, and IT service desk analysts must notify users about downtime. You must be familiar with networking and documentation, so these are some skills you may want to mention in your resume.

Tips to help you write your IT Service Desk Analyst resume in 2024

   indicate your achievements with metrics..

As an IT service desk analyst, you play a huge role in customer support and the organization’s computer health. Therefore, your job can positively impact day-to-day operations. You can mention those accomplishments and use metrics to illustrate their value in your resume.

   Emphasize your problem-solving skills.

IT service desk analysts must have strong logical thinking and problem-solving skills. You may encounter highly complex issues throughout your career, so it’s important to demonstrate that you are resilient and capable of facing challenges.

Skills you can include on your IT Service Desk Analyst resume

Template 3 of 3: service desk technician resume example.

A service desk technician resolves end-users issues by providing technical support. They can troubleshoot both software and hardware. In addition, they are responsible for software maintenance and ICT security. Therefore, it can be a good idea to mention your proficiency with cyber security in your resume.

Tips to help you write your Service Desk Technician resume in 2024

   indicate your competency with task management software..

Most IT departments work with an Agile approach, meaning that they prioritize tasks and complete them in short milestones. This requires strong organizational skills and the help of a task management system. You can mention your familiarity with tools like Jira, ClickUp, or Trello in your resume.

   Mention your ability to work with a large team.

Service desk technicians often collaborate with other IT specialists to resolve issues. You will often work with a large team in the IT department, so it’s important to mention your team work skills in your resume.

Skills you can include on your Service Desk Technician resume

As a hiring manager who has recruited for service desk roles at companies like Geek Squad, Apple, and Mindtree, I've seen firsthand what makes a resume stand out. The following tips will help you craft a compelling service desk resume that showcases your skills and experience in the best possible light. By following these recommendations, you'll increase your chances of landing an interview and ultimately securing a job in this competitive field.

   Highlight your technical skills and certifications

Emphasize your technical skills and any relevant certifications you have earned. Service desk roles often require expertise in specific technologies and systems.

• CompTIA A+ and Network+ certified
• Proficient in Windows, macOS, and Linux operating systems
• Experienced with JIRA, Zendesk, and ServiceNow ticketing systems

Avoid being too vague or listing skills without context, like this:

• Computer skills
• Good with technology
• Quick learner

   Demonstrate your customer service experience

Service desk roles require strong customer service skills. Highlight any experience you have working directly with customers, whether in a help desk setting or another customer-facing role.

• Provided technical support to 50+ customers daily via phone, email, and chat
• Maintained a 95% customer satisfaction rating based on post-interaction surveys
• Resolved complex customer issues by collaborating with cross-functional teams

Avoid simply stating that you have customer service skills without providing examples:

• Good customer service skills
• Enjoy working with people

   Quantify your achievements with metrics

Use specific numbers and metrics to quantify your achievements whenever possible. This helps hiring managers understand the scope and impact of your work.

• Resolved an average of 30 tickets per day while maintaining a 98% resolution rate
• Reduced average ticket resolution time by 25% through process improvements
• Contributed to a 20% reduction in customer churn by providing exceptional support

Avoid using vague or unquantified statements:

• Resolved many tickets
• Improved ticket resolution time
• Helped reduce customer churn

   Tailor your resume to the job description

Customize your resume for each service desk job you apply to by incorporating keywords and phrases from the job description. This shows the hiring manager that you have the specific skills and experience they are looking for.

Customer-focused IT professional with 3+ years of experience providing technical support for SaaS products. Skilled in troubleshooting, problem-solving, and communicating complex technical concepts to non-technical users. Seeking a service desk role at [Company Name] to leverage my expertise in Zendesk and Salesforce to deliver exceptional customer support.

Avoid using a generic summary that could apply to any service desk job:

Experienced IT support professional looking for a new opportunity. Skilled in customer service, troubleshooting, and technical support. Eager to apply my skills in a challenging service desk role.

   Showcase your problem-solving skills

Service desk roles require strong problem-solving skills to diagnose and resolve technical issues. Provide specific examples of how you have used your problem-solving abilities to overcome challenges.

• Identified and resolved a recurring software issue affecting multiple clients, reducing support tickets by 30%
• Developed a troubleshooting guide for common hardware issues, empowering the team to resolve problems more efficiently
• Collaborated with the development team to identify and fix a critical bug, minimizing customer impact

Avoid simply claiming to have problem-solving skills without providing evidence:

• Strong problem-solving skills
• Able to think critically and solve problems

   Highlight your communication and collaboration skills

Service desk professionals must be able to communicate effectively with both technical and non-technical stakeholders. Emphasize your ability to collaborate with cross-functional teams and convey complex information in a clear, concise manner.

• Collaborated with sales and marketing teams to develop user guides and FAQs for new product launches
• Presented monthly service desk performance reports to leadership, highlighting key metrics and improvement opportunities
• Mentored junior service desk team members, providing guidance on technical skills and customer service best practices

Avoid using generic statements that don't showcase your specific communication and collaboration abilities:

• Good communication skills
• Team player
• Able to work with others

Writing Your Service Desk Resume: Section By Section

  header, 1. include your name, phone number, and email.

Your header should include your full name, phone number, and a professional email address. Make sure your name stands out and is easy to read.

• John Q. Doe, 123 Main St, Anytown USA 12345, 555-123-4567, [email protected] , linkedin.com/in/johndoe

Instead, format your header like this:

• John Doe 555-123-4567 | [email protected] | linkedin.com/in/johndoe

Use a professional email address that includes your name, not a nickname or joke. Avoid outdated email providers like AOL or Hotmail, and stick with Gmail or your own domain.

2. Decide if you should include your location

Traditional resume advice was to always include your full address in your header. However, with more companies hiring remote workers, including your full address is no longer necessary.

If you're applying for a remote service desk position, you can leave off your address entirely. If the position is in-office, include your city and state to show you're a local candidate.

John Doe Chicago, IL 555-123-4567 | [email protected]

Avoid including your full street address for privacy reasons. Also consider any relocation plans. If you're planning to move soon, you may want to list your target location instead.

3. Add your LinkedIn profile or portfolio URL

Including your LinkedIn profile URL in your header is a great way to provide recruiters with additional information about your background and experience. Make sure your LinkedIn profile is up-to-date and includes relevant keywords for service desk positions.

If you have an online portfolio or personal website that showcases your technical skills and projects, you can also include that URL in your header. This is especially relevant if you're applying for a more technical service desk role.

• John Doe Chicago, IL | 555-123-4567 | [email protected] linkedin.com/in/johndoe | johndoe.com

Make sure to use a custom LinkedIn URL that includes your name, not a string of random numbers and letters. Keep the URL as short and memorable as possible.

  Summary

A resume summary, also known as a professional summary, is an optional section that you can include at the top of your resume. It provides a brief overview of your professional experience, skills, and achievements that are most relevant to the job you're applying for. While a summary is not a mandatory section, it can be beneficial for job seekers who want to provide additional context or highlight details that may not be immediately apparent from their work history. However, it's important to note that you should never use an objective statement instead of a summary, as they are outdated and often too generic.

When writing a summary for a Service Desk position, focus on your technical skills, customer service experience, and any relevant certifications or training. Tailor your summary to the specific requirements of the job description and avoid repeating information that is already covered in other sections of your resume.

To learn how to write an effective resume summary for your Service Desk resume, or figure out if you need one, please read Service Desk Resume Summary Examples , or Service Desk Resume Objective Examples .

1. Highlight your technical skills and certifications

When applying for a Service Desk position, it's crucial to showcase your technical skills and any relevant certifications you have earned. Hiring managers are looking for candidates who have a strong foundation in IT and can troubleshoot various technical issues.

• CompTIA A+ certified IT professional with 3+ years of experience in troubleshooting hardware, software, and network issues
• Skilled in diagnosing and resolving technical problems for Windows and Mac operating systems

On the other hand, avoid making vague or generic statements that don't provide any specific information about your skills:

• Good with computers
• Fast learner and problem solver

2. Emphasize your customer service experience

In addition to technical skills, Service Desk positions require strong customer service abilities. Your summary should highlight your experience in dealing with customers and your ability to communicate technical information to non-technical users.

Customer-focused IT professional with 5+ years of experience providing technical support and resolving complex issues for a diverse user base. Skilled in communicating technical concepts to non-technical audiences and maintaining a positive attitude under pressure.

Avoid using generic phrases or soft skills without providing context:

• People person
• Excellent communication skills

  Experience

Your work experience section is the heart of your resume. It's where you highlight your relevant skills, accomplishments, and impact. Hiring managers want to see how you've applied your skills to real-world situations and made a difference in your previous roles.

In this section, we'll break down the key steps to writing a compelling work experience section for a service desk resume.

1. Highlight your technical skills

As a service desk professional, you likely have a wide range of technical skills. Showcase the specific technologies, systems, and tools you've worked with. This helps hiring managers quickly see if you have the right technical background for the role.

• Proficient in troubleshooting Windows, macOS, and Linux operating systems
• Experienced with JIRA, Zendesk, and Salesforce Service Cloud ticketing systems
• Skilled in remote desktop support using TeamViewer and LogMeIn

Avoid simply listing generic skills without context, like this:

• Technical skills
• Customer service
• Problem-solving

Not sure if your resume highlights the right skills? Try our Targeted Resume tool. It checks your resume against a job description to see if you have the skills and keywords employers are looking for.

2. Quantify your impact with metrics

Numbers speak louder than words. Whenever possible, use metrics to quantify your impact and achievements. This helps hiring managers understand the scope and significance of your contributions.

Here are some examples of how to incorporate metrics:

• Resolved an average of 50+ support tickets per day while maintaining a 95% customer satisfaction rating
• Reduced average ticket resolution time by 30% by implementing a new troubleshooting workflow
• Handled 100+ customer inquiries daily via phone, email, and chat

Contrast this with a work experience description that lacks metrics:

Responsible for answering customer inquiries and resolving technical issues. Helped improve ticket resolution process.

If you don't have access to specific metrics, you can still use numbers to provide context. For example, mention the size of the customer base you supported or the number of team members you collaborated with.

3. Tailor your work experience to the job

Hiring managers want to see how your past experience aligns with the specific role you're applying for. Review the job description carefully and highlight the most relevant aspects of your work history.

For example, if the job emphasizes customer service skills, focus on experiences that demonstrate your ability to handle customer issues effectively:

• Provided exceptional customer service as the first point of contact for a diverse client base
• Collaborated with cross-functional teams to resolve complex customer issues and improve overall satisfaction

On the other hand, if the role is more technical, emphasize your technical problem-solving abilities:

• Diagnosed and resolved complex hardware and software issues for a variety of devices and systems
• Developed and maintained documentation for common technical issues and their solutions

After tailoring your work experience, use our Score My Resume tool to get instant feedback on your resume. It checks your resume on over 30 key criteria that hiring managers care about.

4. Showcase your career growth

Hiring managers love to see candidates who have progressed and taken on more responsibility over time. If you've been promoted or have taken on leadership roles, make sure to highlight this in your work experience section.

Here's an example of how to showcase career growth:

IT Service Desk Analyst, ABC Company (2018-Present) - Promoted to Senior IT Service Desk Analyst in 2020 - Mentored and trained a team of 5 junior analysts - Led a project to implement a new ticketing system, resulting in a 25% increase in efficiency

Compare this to a work experience entry that doesn't highlight growth:

IT Service Desk Analyst, ABC Company (2018-Present) - Responded to customer inquiries and resolved technical issues - Documented common problems and their solutions - Collaborated with other teams to improve processes

If you don't have a clear promotion to highlight, you can still showcase growth by emphasizing how your responsibilities and impact increased over time within the same role.

  Education

Your education section shows hiring managers that you have the necessary training and knowledge for the service desk role. It also gives them a sense of your career trajectory and growth. Here are some tips to write an effective education section:

1. Put education at the top if you're a recent grad

If you graduated within the past 1-2 years and don't have much work experience yet, put your education section above your work history. This highlights your most relevant qualifications first.

Include your:

• Degree (Associate's, Bachelor's, etc.)
• University name and location
• Graduation year

You can also add relevant coursework, projects, or GPA if it's over 3.5. For example:

Bachelor of Science in Computer Science University of Texas at Austin, Austin, TX Graduated: May 2022 GPA: 3.8 Relevant Coursework: - Network and System Administration - Database Management - Cybersecurity Fundamentals

2. Keep education concise if you have years of experience

When you have several years of relevant work experience for service desk roles, your education becomes less important. Hiring managers will be more interested in the skills and knowledge you've gained on the job.

In this case, just list your degree, major, university name, and graduation year. For example:

B.S. Management Information Systems, Florida State University, 2015

Avoid listing basic coursework, projects, or GPA. These details are less relevant once you're established in your career. Compare the concise example above to an overly detailed one:

Bachelor of Science in Management Information Systems Florida State University, Tallahassee, FL Graduated: May 2015 GPA: 3.2 Coursework: - Intro to Information Systems - Systems Analysis and Design - Business Data Communications

3. Include relevant certifications

Certifications show you have specific knowledge and skills for service desk roles. You can list them in your education section or in a separate certifications section.

Some common IT support and service desk certifications include:

• HDI Customer Service Representative (HDI-CSR)
• ITIL Foundation
• Microsoft 365 Certified: Modern Desktop Administrator Associate

When listing certifications, include the full name and the year you earned it. If the certification expires, you can add the expiration date too.

CompTIA A+ Certification, 2020 HDI-CSR, 2021 ITIL Foundation Certificate in IT Service Management, 2022 - 2025

Action Verbs For Service Desk Resumes

Communication is key when it comes to a service desk analyst role. You understand all the technical aspects of troubleshooting but remember you’ll be talking to non-tech users in most cases. That’s why it is important to be descriptive and precise at the same time. You need to reflect this in your resume. 

You can simplify the information in your resume by using bullet points that start with strong action verbs. These are descriptive words that hold you accountable for your responsibilities in previous jobs. If you need help choosing the right ones, take a look below. We have compiled some of the best action verbs for your service desk resume.

• Co-ordinated
• Streamlined
• Interpreted
• Troubleshooted

For more related action verbs, visit Customer Service Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Service Desk Resumes

Skills for service desk resumes.

Service desk analysts must have a strong set of skills in computer science and customer service. This role requires a combination of highly technical skills and communication skills. You must be proficient at using CRM and task management software and have an excellent eye for details. 

Some employers will require other skills in particular, so it’s always important to check your potential employers’ job posts to identify technical skills that you can include. You can also check the following skills that are relevant to a service desk role according to our research.

• Active Directory
• Technical Support
• Troubleshooting
• Windows Server
• Service Desk
• Computer Hardware
• Microsoft Exchange
• Virtual Private Network (VPN)
• System Administration
• IT Service Management
• Computer Hardware Troubleshooting
• Software Installation
• Incident Management
• Remote Desktop
• Information Technology

How To Write Your Skills Section On a Service Desk Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Service Desk Resumes

This word cloud highlights the important keywords that appear on Service Desk job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Other administrative resumes, customer service.

Service Technician

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Service Desk Resume Guide

• Help Desk Resume Guide
• Administrative Coordinator Resume Guide
• Administration Resume Guide
• Scheduling Resume Guide
• Gig Economy Resume Guide
• Project Administrator Resume Guide
• Facilities Resume Guide
• Revenue Cycle Resume Guide
• Service Desk Analyst Resume Example
• IT Service Desk Analyst Resume Example
• Service Desk Technician Resume Example
• Tips for Service Desk Resumes
• Skills and Keywords to Add
• All Resume Examples
• Service Desk CV Examples
• Service Desk Cover Letter
• Service Desk Interview Guide
• Explore Alternative and Similar Careers

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Looking for an IT Help Desk resume?

[ Click here to directly go to the complete IT help desk resume sample ]

IT help desk is an important part of any organization.

As an IT help desk professional, it is your responsibility to provide technical support to customers and uphold the productivity of an organization.

And in this blog, we have listed all the tricks and tips to help you frame the perfect job-winning IT help desk resume that can get you on the radar of the recruiters.

Before going further, take a look at our IT help desk sample resume to know what an ideal resume should look like:

• Programming Languages: Java, Python, C#, C++
• Service Management Software: TOPdesk, ServiceNow, Spiceworks, Jira Service Desk, SolarWinds Service Desk
• Oversaw 15+ help desk staff members who were tasked with assisting customers remotely, by e-mail or phone, or in-person
• Played a key role in hiring, scheduling , and providing employee evaluations and feedback
• Administered repairing, upgrading , and complete configuration of 200+ PCs and related peripherals
• Performed periodic hardware & software checks to ensure that they are functioning properly; improved quality by 17%
• Motivated the team members, administered training materials and gave KTs to small or large audiences once a month
• Trained 150+ non-IT employees on analyzing & repairing minor hardware/software failures to increase efficiency by 15%
• Performed random audits to ensure that the help desk team of 50+ employees is providing good customer service
• Increased client satisfaction by 30% through effective communication and problem solving
• Attended major support calls (~20/day ), 5+ walk-in customers, and 30+ emails daily for Tier 2 & 3 levels technical support
• Developed, executed, and followed IT operational policies, standards, and work instructions for customer support
• Installed and updated hardware & software and recommended computer equipment to reduce the overall cost by 18%
• Designed & performed tests on 15+ applications as per the required standards and ensured data security
• Documented all software/applications upgrades & modifications and maintained the IT & software Inventory
• Responded to user's inquiries ( 25+ daily ) regarding computer, email, phone connectivity, software or hardware inquires
• Answered, evaluated, and prioritized incoming telephone , voicemail, e-mail, and in-person requests for assistance
• Collaborated with 7+ vendors to troubleshoot issues related to IT equipment, LAN/WAN connectivity, and software
• Installed and configured computer systems & installed/updated to the latest software/applications for 30+ employees
• Responded to 15+ customer inquiries in a day, diagnosed the issue and assisted them in troubleshooting challenges
• Updated, maintained & monitored all aspects of computer networks and resolved network related issues
• Assisted in resolving technical issues concerning 15+ client's accounts and the company's software infrastructure
• CompTIA A+ Certified Professional | CompTIA | Apr '17
• GPA: 4.5/5.0

Here is a brief overview of our 2022 It Help Desk Resume Blog:

• Unless you are a job hopper or looking for a change in your career, make use of the reverse-chronological format.
• Create separate sections to highlight your key skills and technical skills in an IT help desk resume skills.
• If you are a certified professional, make sure that you mention the details in your IT help desk technician resume.

To analyze more about what to put on a resume for IT help desk job, keep reading.

You will also learn how to write a job-winning IT help desk support resume while simultaneously learning:

• What to put on a resume for IT help desk job that can make you stand out.
• How to highlight your skills in an IT help desk entry level resume.
• How to create a keyword optimized IT help desk resume.
• How to compose a suitable IT help desk resume summary.
• How to optimize your IT help desk resume skills.

Hiration's Online Resume Builder is here to help you write the perfect IT help desk resume with professional assistance.

Our Online Resume Builder is stocked with a huge library of resume examples and an IT help desk resume template that will make your job application easier and effective!

All you have to do is replace the pre-filled information in our example templates with your details as per the targeted job application requirements.

Follow the given steps and learn how to write an IT help desk resume that will further help you communicate your skills to the recruiters:

Pick the Right IT Help Desk Resume Format

Include distinct sections to organize your it help desk resume, start by framing your it help desk resume header, draft a flawless it help desk professional experience section, provide the details of your education in the it help desk resume, highlight your it help desk resume skills, conclude your it help desk resume with a suitable summary/objective, use hiration’s services to create the perfect it help desk resume.

Here is a list of all the topics that you will learn in this blog:

[ Back to Table of Content ]

The Applicant Tracking System is a reliable software used by most recruiters and employers during the hiring process.

And the right resume format can help you enhance your IT help desk resume in the most effective way and make it easier for the recruiters to recognize your professional expertise.

Pick the most suitable resume format from the most distinct ones described below:

Reverse-Chronological: This is one of the best and the most preferred resume format because your most recent and relevant professional details are highlighted upfront to make it recruiter-friendly. Additionally, it is also ATS-friendly and hence gives you a higher chance to get recognition from the recruiters.

Functional: This format is not the best kind to be used as it is not effective enough to help you rank high on the ATS. But for freshers, job-hoppers, and people looking for a change in their career, this resume format can have its benefits. Try and avoid using it if you have a smooth sailing career trajectory.

Combination: This resume format can be effective for framing your IT help desk resume if you have extensive years of professional experience ranging between 15-20 years. You can highlight both your skills as well as your work experience and describe them in detail.

In case you are not sure about which resume format to use to frame your resume for IT help desk, you can always rely on our resume experts at Hiration.

Here is an opportunity to get your resume reviewed by professionals to make it recruiter friendly and ATS-compliant.

There are two types of resume sections and you need to know exactly which sections to include in your resume that can help you frame a job-winning resume.

The sections listed below are the traditional or standard sections that should be included in your resume at all times:

• Personal Information
• Profile Title
• Summary/Objective
• Professional Experience

The below-given sections are optional and you can include them whenever required or deemed necessary to add value to your standard sections:

• Certifications (if any)
• Additional Information (if any)
• Awards & Recognitions (if any)

To learn more about resume sections you can go through Hiration's 2022 Guide to adding the right sections in a resume .

Or you can simply go to Hiration’s Online Resume Builder and create an IT help desk support resume that can help you get shortlisted for the job of your dreams.

If you are someone who uses "CV" or "Resume" as your resume header, you have to stop stating the obvious and start saving precious space on your resume.

Your name should be written at the topmost part of your IT help desk resume to maintain its unique identity and make it allow the recruiters to keep an easier track of your resume.

Use the largest font size in the range of 16-20 font size and simply leave a space between your first name and last name.

In case of a middle name, just write the initial of your middle name, add a full stop and place it between your first and the last name.

To get an in-depth knowledge of curating the perfect resume header, you can go through Hiration’s 2022 Guide To Writing The Perfect Resume Header .

Look at the IT help desk resume example illustrating an ideal resume header that we have made with Hiration’s Online Resume Builder :

IT Help Desk Resume: Personal Information

Provide the required details to make sure that the recruiters get in touch with you for any likely shortlist.

An ideal personal information section should contain the following:

• Contact Number: Provide the contact number that you actively use through which the recruiters can easily get in touch with you.
• Email Address: Provide an email address that has your real name to maintain a professional approach.
• Current Location: If you are applying for a job abroad, mention your state and country. Else simply mention your current city and state of residence.

Additionally, you can also mention the details of the following as per your discretion:

• LinkedIn profile link
• Link to an online portfolio

For more details on this section read Hiration's 2022 Guide to composing your contact information .

Refer to the sample IT help desk resume given below to see what an ideal personal information section looks like in an IT help desk support resume:

Our Online Resume Builder can help you put together an impeccable IT help desk entry level resume.

IT Help Desk Resume: Profile Title

The second-largest text in the range of 14-16 font size should be used to curate your profile title on a resume.

It communicates your current designation, your functional industry, and the level of seniority in your field of work.

If you are tempted to exaggerate your profile title, get rid of the thought because it can only spell doom for your job application.

Be accurate with what you have professionally done and where you stand in your professional podium for the recruiters to recognize your professional status.

An ideal profile title should look like the one shown in our below-given IT help desk sample resume:

Our AI-powered Resume Review Service is available to give your resume an in-depth and constructive analysis within minutes of uploading it on our tool!

Since the professional experience section takes up most of your resume you need to make the best use of this section.

Every relevant work experience or the current job profile that you are holding should be described for the recruiters to easily recognize your professional expertise and raise your chance of being shortlisted for the targeted job profile.

To ensure that you frame an impressive professional experience section, you need to apply the following factors:

STAR Format

• Frame Points

Bucketing & Bolding

[ Back to Table of Content ] Use the STAR format to describe your work details for the recruiters to easily recognize your potential:

STAR refers to:

• S: The s ituation, backdrop, or context of your contributions.
• T: The actual t ask that was assigned to you.
• A: The strategy you put into a ction to execute the assigned task.
• R: The r esult or outcome of your action in the form of an achievement figure.

Framing Points

[ Back to Table of Content ] What do employers look for in resume for IT help desk?

Well, the answer is simple!

They simply look for those applicants who are qualified to shoulder the responsibilities of an IT help desk.

Just as simple as the answer is to the question asked, your professional experience statement should be simple and easy to understand too.

Let us look at the two sets of IT help desk resume examples that we have given below for you to understand the effectiveness of framing your points and how it can be easily done.

IT Help Desk Resume Example 1

"As an IT help desk for the XYZ company I was assigned to oversee 10 help desk staff members who were given the task to remotely assist the customers and clients, through e-mail or phone. I also played a key role in the process of scheduling meetings, hiring, and providing evaluations of the employees. I have successfully administered the complete configuration of 150+ personal computers for two different departments by repairing and upgrading. Additionally, I performed periodic hardware or software checks to ensure that they were properly functioning and improve the quality of work by 15%."

IT Help Desk Resume Example 2

Oversaw 10 help desk staff members who were assigned to remotely assist customers, via e-mail or phone Played a key role in the process of scheduling, hiring, and providing evaluations of employees Administered the complete configuration of 150+ PCs for two departments by repairing and upgrading Performed periodic hardware/software checks to ensure the proper functioning and improve 15% work quality

Framing Points: Analysis

From the two IT help desk resume examples illustrated above, we can observe that:

• Writing a long paragraph to describe your professional roles & responsibilities as an IT help desk does not do justice to your expertise and potential. It is hard to recognize your skills at a glance and most recruiters may not spend enough time going through the whole paragraph.
• Whereas, framing one-liner bullet points are easier to read and hence the recruiters would easily recognize the positive impact you had on your work. Moreover, one-liner points tend to focus on your main involvements and do not highlight vague points.

In conclusion, you can curate ATS-friendly resumes by using bullet points to frame one-liners and communicate your professional caliber to the recruiters.

[ Back to Table of Content ] Another important factor that can contribute towards enhancing your professional experience section is bucketing and bolding.

To understand why it is so, look at the two IT help desk resume examples give below.

Administered materials for training materials and conducted KTs to both small and large audiences every month Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software Increased 50% client satisfaction through effective communication and problem solving Attended support calls (~30/day) and 40+ emails for Tier 2 & 3 levels technical support Provided customer support as per the IT operational policies and standards to ensure the best service

Training & Customer Satisfaction Administered materials for training materials and conducted KTs to both small and large audiences every month Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software Increased 50% client satisfaction through effective communication and problem solving Client Relationship Management Attended support calls (~30/day) and 40+ emails for Tier 2 & 3 levels technical support Provided customer support as per the IT operational policies and standards to ensure the best service

Bucketing & Bolding: Analysis

• Framing points in one-liner alone are not enough to get the attention of the recruiters as it does not make the highlights of your points stand out for the recruiters to easily recognize.
• Whereas applying bucketing and bolding makes it easier for the recruiters to recognize the most significant points without having to read through the whole resume.

In conclusion, you must always list all the similar points under the relevant buckets by creating unique headings. And enhance your framed points to communicate your work experience for the recruiters to easily read and comprehend.

To understand this section in detail and learn how to master it, read Hiration's guide on framing the work experience in your resume .

IT help desk resume sample for Professional Experience

Here is an IT help desk resume sample signifying an ideal professional experience section:

IT Help Desk Resume Keywords

To make sure that your IT help desk entry level resume ranks high on the ATS, you need to keyword-optimize your resume.

Suitable keywords can be found in the IT help desk job description.

Before you start sending out your resumes to the recruiters, make sure that you compare your job description and the keywords included by the recruiters in the job listing.

Pick the most relevant and significant keywords that highlight your professional skills and list them in your professional experience section and key skills section.

You can also add suitable keywords in your IT help desk resume summary and IT help desk resume skills sections.

Including the right keywords in your resume can raise your chances of ranking high on the ATS and give your better opportunity to end up being recognized by the recruiters who can give you the required shortlist.

Every time you wonder what to put on a resume for IT help desk job, remember that your educational qualification can raise your chances of landing your dream jobs.

Do not skip the education section in your resume, especially if you are writing an IT help desk entry level resume.

The education section of your resume should ideally consist of the following details:

• Name of the school/university you have attended.
• Name of the courses you have pursued.
• The location of your school/university.
• Enrollment and graduation dates in the month & year format.

We have an exhaustive guide written just for this section on Hiration's 2022 Guide on how to list education on your resume .

Refer to the IT help desk support analyst sample resume showcasing the ideal education section for your resume:

IT Help Desk Resume: Certifications

Apart from the details of your educational qualification, you can also add any relevant certifications that validate your eligibility to practice your line of work.

The certification section of your IT help desk support resume should consist of the following details:

• Certification course name.
• Name of the institute of affiliation.
• Location of the institute of affiliation.
• Enrollment and completion date of the course in the month & year format.

Hiration's 2022 Guide on listing certifications on a resume has more in store for you to get a better understanding of this section.

The below-given sample resume for IT help desk is showcasing what an ideal certifications section for your resume looks like:

Create an impeccable resume with the help of our Online Resume Builder .

It is safe to say that this section can do wonders for your resume and raise your chances of being shortlisted by the recruiters if curated effectively.

Most of the skills that need to be highlighted in this section are ideally present in your professional experience section. So simply scan through your one-liners and pick those skills that have been justified, then list them in this section.

To use this section in your favor and rank high on the ATS, add suitable and relevant keywords that are mentioned in the job description.

Make sure to read Hiration's 2022 Guide on what skills to put on a resume and learn more about curating the perfect skills section.

Here is an IT help desk resume sample showcasing the perfect key skills section:

IT Help Desk Resume Summary

A resume summary is an important feature of a resume that can help you give the recruiters an insight into your resume in just a few lines without wasting their time.

It is most suitable if you compose this section in the end because that way it will be easier for you to decide which points to skip and which points to mention.

Compose an IT help desk resume summary only if you have more than 3 years of work experience to highlight in your resume.

Try to keep it short and precise in 3-5 lines and add suitable keywords

There is more about this section in our Resume Summary Guide so make sure that you go through it to learn how to compose a suitable IT help desk resume summary.

Attached below is an IT help desk resume sample showcasing the ideal resume summary:

In the meanwhile, make resume-writing an effortless affair with Hiration's Online Resume Builder now!

IT Help Desk Resume Objective

Compose an IT help desk resume objective if you are a fresher writing an IT help desk resume entry level or have very less experience to highlight in your resume.

It gives an overview of your resume just as an IT help desk resume summary.

The only difference is that you need to keep professional experience on the sideline and focus on your skills and describe how you can contribute towards the higher goals of an organization.

Read Hiration's 2022 Guide on Resume Objectives to learn more about resume objectives.

Looking for a state-of-the-art resume builder and review services to help you build an impeccable It help desk resume?

Visit our Online Resume Builder and explore the best we have to offer you.

Resume Review & Free Resume Templates

Send us your existing resume to get it reviewed by the resume professionals at Hiration.

Your resume will be reviewed in compliance with the below-mentioned parameters:

• Compliance with industry norms ** Conversion Scope
• ATS Compliance
• Content Relevance
• Recruiter Friendliness
• Design Compatibility
• Global Compatibility
• Performance Assessment
• Resume Formatting (font, margins, the order of sections, etc.)

Online Resume Builder for Your Resume

Here is a list of the resources that come with our Online Resume Builder :

• JD-resume matcher
• Intuitive text recommendations
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• 1-click design change
• A sharable link
• LIVE resume Score
• LIVE resume editor
• Option to save unlimited resumes

Our Online Resume Builder is here to help you create job-winning resumes.

Key Takeaways

• Always use the right resume format that best suits the trajectory of your career and the requirements of your job application.
• Label your resume with your name as the header and provide your contact details along with an accurate profile title.
• Frame action-oriented one-liner points and apply the bucketing and bolding to make them effective.
• Make sure that your resume is keyword optimized to rank high on the ATS and raise your chances of being shortlisted by the recruiters.
• Clearly mention the details of your education and certification to enhance your resume.
• Create a separate section to highlight your most significant skills.
• Compose a suitable IT help desk resume summary to give an overview of your resume.

Now that this blog has come to an end, we advice you to make use of all the IT help desk resume examples and IT helpdesk resume samples while writing the best resume.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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Help Desk Support Resume: Examples and Best Practices

A well-crafted Help Desk Support Resume is critical for job seekers who want to land a Help Desk Support job. A Help Desk Support Resume serves as an introduction to the job candidate and provides a snapshot of their experience and qualifications.

A Help Desk Support Resume that is poorly written or lacks information can immediately disqualify a candidate from consideration. Conversely, a well-written and tailored Help Desk Support Resume can set a candidate apart from the competition and increase their chances of getting an interview.

Key Elements of a Help Desk Support Resume

When it comes to creating a help desk support resume, there are some key elements that every candidate should include. These elements will not only showcase your relevant experience and qualifications, but will also make it easier for potential employers to contact you for an interview. In this section, we will discuss the five key elements that should be included in every help desk support resume.

A. Contact Information

The first element of your help desk support resume should be your contact information. Make sure to include your full name, phone number, email address, and physical address. You can also include links to your LinkedIn profile or other professional online profiles. This information should be placed at the top of your resume so that potential employers can easily find it.

B. Summary Statement/Objective Statement

The second element of your help desk support resume should be a brief summary or objective statement. This statement should be one or two sentences that summarize your skills and experience. Make sure to tailor this statement to the job you are applying for. If you are unsure what to include, review the job description and company website for guidance.

C. Relevant Skills and Qualifications

The third element of your help desk support resume should be a list of your relevant skills and qualifications. Make sure to include any software, hardware, or systems that you are proficient in. You should also include any certifications or relevant training that you have completed. This section should be tailored to the job you are applying for so that potential employers can easily see how your skills match their needs.

D. Work Experience

The fourth element of your help desk support resume should be a detailed list of your work experience. Make sure to include the dates of employment, job titles, and key responsibilities. You should also include any accomplishments or positive feedback that you received while on the job. This section should be in reverse chronological order so that potential employers can see your most recent experience first.

E. Education and Certifications

The final element of your help desk support resume should be your education and certifications. Make sure to include the name of the institution, degree or certification earned, and the graduation date. You can also include any relevant coursework or projects. This section should be placed after your work experience section.

A strong help desk support resume should include all of these key elements. By tailoring your resume to the job you are applying for and highlighting your relevant experience and qualifications, you will increase your chances of getting an interview and landing the job.

Best Practices for Writing a Help Desk Support Resume

As a help desk support professional, it’s essential to create a resume that not only highlights your skills and experience but also demonstrates that you’re an excellent candidate for the job. Here are some best practices to follow when writing your help desk support resume:

A. Tailor Your Resume to the Job

Tailor your resume to the specific help desk support position you’re applying to. Read the job posting carefully and ensure that your resume highlights your relevant experience, skills, and education. Include any certifications or credentials that are required for the job.

B. Use Keywords and Phrases from the Job Posting

Use keywords and phrases from the job posting throughout your resume. This will help you stand out from other applicants and show the hiring manager that you have a deep understanding of the position requirements. Make sure to use specific technical terms and industry jargon that are relevant to the job.

C. Highlight Your Achievements and Responsibilities

Highlight your achievements and responsibilities in your previous roles. Be specific about your accomplishments and quantify them whenever possible. For example, if you reduced call wait times, include the percentage by which you reduced them.

D. Keep it Brief and to the Point

Keep your resume brief, concise, and to the point. Help desk support managers are usually very busy and don’t have time to read lengthy resumes. Try to limit your resume to one or two pages, using bullet points to summarize your experience and skills.

E. Use Action Verbs and Quantify Your Achievements

Use action verbs and quantify your achievements throughout your resume. This will help you convey a sense of action and accomplishment in your previous roles. For example, instead of saying “Answered customer calls,” say “Resolved customer issues by answering 50+ calls per day with a 95% customer satisfaction rating.”

Follow these best practices when writing your help desk support resume and stand out from the rest of the applicants. Remember, your resume is your first chance to make an impression, so make it count!

Examples of Help Desk Support Resumes

Sample help desk support resume #1.

Name: John Doe

Summary: 5+ years of experience in providing technical support and troubleshooting to end-users.

• Experience with Windows and Mac OS
• Knowledgeable in Microsoft Office Suite and Google Suite
• Excellent communication and customer service skills
• Knowledge in network administration
• Experience in remote desktop support
• Adept in ticketing systems and knowledge bases

Experience:

• Technical Support Specialist, XYZ Company (2 years)
• Provided level 1 and 2 support to end-users for software, hardware and network issues
• Configured and installed software, hardware, network and peripheral devices for new users
• Maintained accurate records of service requests and resolutions through a ticketing system
• Help Desk Analyst, ABC Company (3 years)
• Resolved technical issues via phone, email or remote access
• Collaborated with team members to investigate and troubleshoot complex issues
• Provided first-class customer service to end-users

Bachelor of Science in Computer Science, XYZ University Relevant coursework: Networking fundamentals, Operating Systems, Database Management

Sample Help Desk Support Resume #2

Name: Jane Smith

Summary: 8 years of experience in technical support and problem-solving with a reputation for excellent interpersonal skills.

• Proficient in Mac and Windows environments
• Adept in Citrix, Active Directory and Exchange
• Skilled in remote support
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Proven ability to work effectively both independently and in a team environment

1. Technical Support Engineer, DEF Company (5 years)

• Resolved technical support requests for software, hardware, network, and server issues
• Provided new employee onboarding training and support
• Monitored backups and ensured all servers were up-to-date with software patches

2. Help Desk Manager, GHI Company (3 years)

• Managed a team of four help desk analysts
• Provided remote and on-site support to internal and external customers
• Maintained ticket tracking system and provided monthly reports to management

Sample Help Desk Support Resume #3

Name: Mike Johnson

Summary: Help desk support specialist with over 7 years of experience providing top-notch technical support and customer service to end-users.

• Proficient in Windows and Mac OS
• Strong knowledge of Microsoft Office and other software applications
• Experience with network management and remote desktop support
• Excellent communication and interpersonal skills
• Ability to prioritize and work well under pressure

1. Help Desk Support Specialist, XYZ Corporation (4 years)

• Provided technical support and troubleshooting for software and hardware issues
• Assisted end-users with account setup, password resets, and system configurations
• Utilized remote desktop tools to resolve issues efficiently
• Documented support requests and solutions in the ticketing system
• Collaborated with cross-functional teams to resolve complex technical problems

2. Technical Support Analyst, ABC Company (3 years)

• Responded to support tickets and provided timely resolutions to end-user problems
• Installed, configured, and maintained software and hardware systems
• Performed system upgrades and patches to ensure optimal performance
• Assisted in training new team members on support processes and procedures
• Collaborated with vendors and escalated issues as needed for prompt resolution

Tips for Crafting a Stand-Out Resume Summary

A. Importance of a Strong Resume Summary

The resume summary serves as the first impression on potential employers. It is a brief paragraph located at the top of the page that summarizes your skills, experiences, and accomplishments. A strong resume summary can set you apart from other candidates by highlighting your unique value proposition and attracting the attention of the hiring manager.

A well-crafted resume summary can also give a clear idea of your career goals, your experience, and what you can offer to the company. It’s an opportunity for you to showcase your strengths and highlight how your skills align with the job you are applying for.

B. Examples of Effective Resume Summaries

Customer-oriented Help Desk Support with 5 years of experience providing technical assistance and support to internal and external stakeholders. Proficient in troubleshooting hardware and software issues, managing IT assets and helping end-users with their technical needs. Certifications include CCNA and CompTIA A+.

IT Specialist with a strong background in Tier 1 and 2 support experience. Equipped with excellent communication skills to provide efficient solutions for hardware and software issues. Proficient in MS Office programs, Active Directory, and remote access applications.

Help Desk Technician with over 3 years of experience in providing technical support for internal and external customers. Expertise in proactive system monitoring, hardware and software installation, and server management. Certifications include MCSA and ITIL Foundation.

C. Tips for Writing an Effective Resume Summary

Keep it concise: Your resume summary should be no more than 3-4 sentences long. Focus on highlighting your most relevant skills and experiences.

Tailor it to the job: Read the job description carefully and adjust your summary to emphasize how your skills align with the job requirements.

Highlight your accomplishments: Use strong action verbs to describe your accomplishments and quantify them with specific numbers.

Showcase your skills: Highlight the skills that you bring to the table and how they can add value to the organization.

Use keywords: Incorporate keywords that are relevant to the job description and industry standards. This will help your resume get past the automated tracking systems and noticed by human recruiters.

A strong resume summary can make all the difference in your job search. By focusing on your skills and experiences, tailoring it to the job you are applying for, and using strong action verbs and keywords, you can craft a stand-out resume summary that highlights your unique value and enhances your chances of getting hired.

Common Mistakes to Avoid in Help Desk Support Resumes

When creating a Help Desk Support resume, it is important to avoid common mistakes that can harm your chances of landing an interview. Here are some things to watch out for:

A. Generic Resumes that Lack Details

Avoid creating a generic resume that lacks specific details about your experience and qualifications. Make sure to tailor your resume to the specific job you’re applying for by highlighting relevant skills and accomplishments.

B. Typos and Grammatical Errors

Nothing can destroy your chances of getting an interview faster than typos and grammatical errors. Make sure to proofread your resume carefully for mistakes in spelling, grammar, and punctuation.

C. Including Irrelevant Information

Avoid including information that isn’t relevant to the job you’re applying for. Information about your hobbies or personal interests, for example, may not be important to a potential employer unless they directly relate to the position.

D. Exaggerating Accomplishments and Skills

Exaggerating your accomplishments and skills can be tempting, but it is not a good way to impress potential employers. Stick to the facts and provide concrete examples of your achievements to demonstrate your value as a Help Desk Support professional. Keep your resume concise and avoid using too many words to describe your accomplishments and skills.

Help Desk Support Resume Template and Format

If you’re looking to pursue a career in Help Desk Support, it’s essential to have a well-formatted and professionally crafted resume that stands out from the crowd. The following sections will guide you through the steps required to create a winning Help Desk Support resume.

A. Proper Formatting of a Help Desk Support Resume

A well-structured Help Desk Support resume should be divided into different sections, including:

• Contact Information
• Objective Statement
• Professional Summary
• Certifications

Technical Skills

• Professional Experience

These sections should be arranged chronologically, starting with the most recent and ending with the oldest. It’s essential to customize your resume to cater to the specific employer’s needs while highlighting your skills and experience.

B. Recommended Font, Margins, and Spacing

Choosing the right typeface and font size is crucial in making your resume legible and easy to read. It’s recommended to use a standard font, such as Arial, Times New Roman, or Calibri, with a font size between 10pt and 12pt.

When it comes to margins, it’s suggested to set them at 1 inch all around, allowing sufficient white space for readability. Additionally, proper spacing between paragraphs and sections is crucial. Using a single line break or double spacing, depending on your preference, can ensure the reader’s attention.

C. Resume Templates for Help Desk Support Professionals

Thankfully, several Help Desk Support resume templates can serve as a basis for crafting your own. These templates, easily customizable and tailored to your needs, can save you time and make your resume aesthetically pleasing.

While there’s no ‘one size fits all’ approach to resume templates, selecting one that caters to the required skillset, industry, and experience can help you land your dream job. When using a resume template, remember to adjust it to your individual work experience, education, and skillset.

Crafting a winning Help Desk Support resume requires effort, attention to detail, and customization to the specific employer’s needs. Utilizing these best practices of proper formatting, font, margins, and spacing, along with selecting an appropriate resume template, can help set you apart from the crowd and land you a job.

How to Showcase Soft Skills in a Help Desk Support Resume

When it comes to applying for a help desk support role, it’s important to acknowledge the value of soft skills. While technical ability is crucial to the position, possessing soft skills can make all the difference in providing exceptional customer service.

A. Importance of Soft Skills in a Help Desk Support Role

In a help desk support role, you will be the face of the company for many customers. It’s important to have exceptional soft skills to handle difficult customers, diffuse tensions, and offer effective solutions. Soft skills can also assist in creating a positive customer experience, which can lead to repeat business and positive reviews.

B. Examples of Relevant Soft Skills

Some of the essential soft skills you should possess as a help desk support professional include:

• Communication: Clear and concise communication is key to resolving customer issues. Active listening and adapting your communication style to suit the customer’s needs and personality can also increase their satisfaction levels.
• Empathy: Being able to identify with your customers’ concerns can help them feel heard and understood. This can result in a positive outcome, even in challenging situations.
• Time Management: Effectively managing your time and workload can increase your efficiency and the number of customers you’re able to assist.
• Problem-solving: As a help desk support professional, you will encounter a wide variety of issues. Being able to think critically and offer creative solutions is essential to succeeding in this role.

C. Tips for Highlighting Soft Skills in Your Resume

To showcase your soft skills effectively, consider the following tips:

Utilize the job description: Review the job description and ensure that you include any keywords or phrases that are mentioned. This can demonstrate that you possess these skills and are a strong match for the position.

Use specific examples: Rather than simply stating that you have excellent communication skills, provide examples of instances where you utilized these skills to solve a problem or create a positive customer experience.

Quantify your achievements: If possible, quantify the impact of your soft skills. For example, mention the percentage increase in customer satisfaction ratings following your implementation of a new time management technique.

Emphasize team collaboration: Collaborative skills can be particularly important in a support role. Highlight any instances where you worked with others to provide exceptional customer service.

Showcasing your soft skills as a help desk support professional can strengthen your application and increase your chances of landing your dream job. By utilizing these tips and highlighting your relevant skills, you can stand out as an excellent candidate for the role.

Qualifications and Certifications to Include in Your Help Desk Support Resume

As a help desk support professional, your resume should highlight your qualifications and certifications to demonstrate your expertise in the field. Here are some tips on what to include:

A. Relevant Qualifications for Help Desk Support Professionals

When listing your qualifications, focus on those that are relevant to the help desk support role. These may include:

• Education: A degree in computer science or a related field can demonstrate your knowledge of IT concepts and technical skills.
• Relevant experience: If you have prior experience in a help desk or customer service role, highlight the skills you developed that are relevant to the position. This may include strong communication skills, problem-solving abilities, and technical troubleshooting experience.
• Other training or certifications: If you have completed any training programs or certifications that demonstrate your knowledge of IT software or hardware, be sure to include them.

B. IT Certifications for Help Desk Support Professionals

In addition to your relevant qualifications, you may also want to include any IT certifications that you have earned. Some of the most common certifications for help desk support professionals include:

• CompTIA A+: This certification covers hardware and software technologies, making it relevant for help desk technicians.
• ITIL: This certification demonstrates knowledge of IT service management, including service design and delivery, incident management, and problem management.
• Microsoft Certified Solutions Expert (MCSE): This certification demonstrates expertise with Microsoft technologies, which are commonly used in help desk environments.

C. Tips for Highlighting Your Certifications and Qualifications

When listing your certifications and qualifications, make sure they are prominent and easy to read. To ensure that they stand out:

• Include them in a separate section of your resume labeled “Certifications” or “Qualifications.”
• Use bullet points to break up the information and make it easier to read.
• Focus on those certifications and qualifications that are most relevant to the job you are applying for.
• Use descriptive, action-oriented language. For example, instead of just listing a certification, describe the skills and knowledge you gained through the training program.

By highlighting your relevant qualifications and certifications in your resume, you can demonstrate to potential employers that you have the skills and expertise needed to succeed as a help desk support professional.

How to Optimize Your Help Desk Support Resume for Applicant Tracking Systems

A. how applicant tracking systems work.

Applicant Tracking Systems (ATS)  are software systems that help recruiters and employers manage the recruitment process. These systems can quickly and easily filter through resumes to identify the most qualified candidates based on their skills, experience, and other key factors.

Essentially, the ATS acts as a gatekeeper, screening all of the resumes that come through and only allowing the most qualified applicants to move on to the next stage of the hiring process. It uses algorithms to scan resumes for keywords and phrases that match the job description, as well as other criteria such as work experience, education and certifications obtained.

Without proper optimization for ATS, a Help Desk Support resume may be overlooked despite its overall merit.

B. Best Practices for Optimizing for Applicant Tracking Systems

Here are some tips to help you optimize your Help Desk Support resume for ATS:

Use relevant keywords and phrases. When crafting your Help Desk Support resume, be sure to include key skills, experiences, and certifications that are relevant to the job description. This will help your resume to appear more prominently in an ATS scan.

Follow a clear, easy-to-read format. To make sure that the ATS can easily read your Help Desk Support resume, stick to a clear and easy-to-read format. Use bullet points and section headings to organize your information, and avoid using images or graphics.

Use job-specific titles when describing your experience. Use the exact titles of your previous positions, as listed in the job description. This will help the ATS to recognize your experience and qualifications.

Keep it professional. When designing your Help Desk Support resume, stick to a professional and simple format. Avoid using fancy fonts or graphics, and make sure that your contact information is prominent.

C. Common Mistakes to Avoid in Optimizing for Applicant Tracking Systems

Avoid the following mistakes when optimizing your Help Desk Support resume for ATS:

Using irrelevant keywords: Don’t over-stuff your Help Desk Support resume with irrelevant keywords in an effort to get past an ATS. Your resume should be genuine and relevant to ensure proper scoring.

Submitting an unformatted resume: Avoid submitting a resume with a poorly structured format that cannot be processed by ATS.

Using unconventional design elements: Do not use unconventional design elements such as photos, graphics, icons, or tables which can break formatting.

Failing to review your resume: It is crucial to review your resume before submission to avoid mistakes in formatting, spelling, and grammar as these may compromise your candidacy.

By following these best practices and avoiding common mistakes, you can optimize your Help Desk Support resume for ATS and increase your chances of getting noticed by the employers.

In addition to the relevant soft skills, Help Desk Support professionals are required to have technical knowledge and expertise to provide solutions and assistance to customers. In order to showcase your technical skills, it’s important to create a separate section in your resume highlighting your proficiency in various technical areas. Here are some examples:

Hardware Skills

Help Desk Support professionals must have a thorough understanding of the hardware components of a computer system. This includes knowledge of different types of hardware such as desktops, laptops, printers, and scanners. Additionally, professionals should have expertise in diagnosing hardware issues and providing recommendations for maintenance or replacement.

Software Skills

An important aspect of Help Desk Support is troubleshooting software-related problems. One must have knowledge about operating systems like Windows, Linux, and Mac OS. Additionally, proficiency in software applications such as Microsoft Office and Adobe Suite is a must.

Network and Security Skills

With the increasing usage of cloud technologies and remote work, network and security skills are becoming more and more important. Familiarity with network topology, protocols, and administration is necessary for providing assistance for connecting, configuring, and troubleshooting network and server issues. Knowledge about firewalls, anti-malware software, and data-security measures are also key to addressing the security concerns of customers.

Remote Support Tools

Help Desk Support professionals must be familiar with remote support tools such as Remote Desktop Protocol (RDP), Virtual Private Networks (VPNs), and TeamViewer. These tools enable professionals to provide remote assistance and securely diagnose and troubleshoot customer problems from a distance.

Mobile Devices and Applications

With the shifting trend towards mobile devices, Help Desk Support professionals must also have expertise in providing assistance for mobile devices and applications. Knowledge about smartphone operating systems such as iOS and Android, and proficiency in mobile applications such as email and messaging apps, is a must.

Highlighting your technical skills is an essential aspect of creating an effective Help Desk Support resume. These skills set you apart from other candidates and demonstrate to the employer that you have the required knowledge to troubleshoot and solve customer issues.

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Help Desk Specialist Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the help desk specialist job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Work within the team framework created by management and work with team members on assigned projects
• Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations
• Provide assistance by phone, GoTo Assist, in person, and using the ManageEngine ticket system
• Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
• Assist with management of IT resources including workstations, laptops, projectors and their inventory
• Assist Manager (or other supervisor as assigned) with project management and execution
• Operates personal computer terminals and LAN attached to workstations to perform job function and general clerical/administrative work
• Serving as liaison to various departments within Chipotle to provide assistance and access to store financials and customer records
• May perform end-user training as it regards assistance with supported applications
• Work with IT management to ensure operating efficiencies are met and maintained throughout the organization
• Use of Active Directory and Global Policies for account management and overall network security
• Maintain Servers on multiple individual networks to include Exchange 2000/2003, 11S 6.0, Windows 2003 Active Directory, Brightstor Arcserve for Windows
• Describe workflow processes verbally and visually using flow charts or diagrams
• Providing remote tier 1 & 2 IT hardware and software support to restaurants, regional office and regional users
• Help provide technical assistance and support for Workflow Management services
• Provide technical assistance and support for Enterprise Watch services
• Provide mid-level analysis and technical support for customers and their networked computers and peripherals
• Review, assign, reconcile and support the management of tickets throughout their lifecycle
• Monitor and support ticket workflows
• Helps coordinate with IT service providers and communicates outages and plans for recovery
• Install and provide desktop support for Windows Operating System, Microsoft Office and Adobe software
• Update the internal knowledgebase with issue resolution details
• Basic working knowledge of Active Directory
• A strong grasp of basic hardware and network support principles
• Excellent knowledge of troubleshooting procedures
• Ability to follow standard operating procedures and ability to complete help desk ticket information on a timely basis
• Strong working knowledge of Microsoft server, Microsoft Active Directory
• Ability to develop instructions in a logical, detailed flow
• Ability to deliver quality customer service through both phone and face to face interactions
• Be able to create good relations with colleagues and clients
• Possess a high level of professionalism and strong level of customer services

15 Help Desk Specialist resume templates

Read our complete resume writing guides

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• Provide Tier 1 service or phone support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems
• Document problems and resolutions within call tracking application and provide updates to the knowledge base where applicable
• Configure and install software for end-users' desktops and laptops
• 1-3 years customer service experience with emphasis on hardware/software troubleshooting
• Effective verbal, telephone, written and interpersonal communication skills
• Strong personal time management skills
• Ability to relate to diverse age and demographic backgrounds
• Computer literate and working knowledge of operating systems (Windows/Mac), word processing (Microsoft Word), spreadsheet (Excel) and E-Mail (Notes) software applications required
• Flexible in work schedule
• Answer the IT Hotline phone & E-mail providing support for all offices with a focused local support of the New York office
• Position will be called upon to troubleshoot hardware and software questions regarding Houlihan Lokey systems
• Provide support to remote users on connectivity issues arising from the use of Citrix using high-speed Internet access
• Install and configure hardware including Dell workstations, Lenovo and Samsung laptops, HP LaserJet printers, networked copiers, mobile devices (including Blackberry units, iPhones, iPads, and Android devices), WiFi & WWAN cards, LCD projectors, Bloomberg Terminals, and other computer/network peripherals
• Install and configure operating system and application software including standard Houlihan Lokey software such as Windows 7, Microsoft Office 2010, Microsoft Outlook 2010 in an Exchange 2010 environment, Citrix ICA clients, Adobe products and Capital IQ financial information software, as well as special non-standard applications and custom applications created specifically for Houlihan Lokey
• Provide general user support on all installed Houlihan Lokey applications, operating systems, and hardware both in person and over the phone
• Carry out basic Citrix administration using the Citrix Management Console, including disconnecting sessions, observing server load, and shadowing user sessions
• Carry out basic Windows 7 & Windows 2003/2008 network administration including administering user passwords, account lockouts, computer naming, troubleshooting network print devices, including network-attached copiers
• Assist with the configuration and administration of Windows 7 workstations, including their peripheral devices such as multiple monitors, docking stations, keyboards, mice, and other USB connected devices
• Provide local hands-on assistance with user moves, including the relocation of computers, laptops, monitors, phones and headset devices as needed
• Provide end-user support for wireless connections involving WiFi or wirelesss WAN network cards
• Act as a local contact for technical based vendors, coordinating printer and other on-site repairs of end-user equipment
• Other duties may be assigned as needed by their manager
• Provides in-depth support and leads problem-solving and implementation efforts for specific technology products or applications
• Responds to inquiries and requests for assistance with organization's computer systems or PCs and resolves customer inquiries for one or more products or services
• Displays sensitivity to callers' needs and situations
• Actively uses and updates the knowledge of product in order to resolve issues
• Mentors team members to broaden team knowledge and technical skills
• At least 2 years experience with providing effective and efficient real-time support for a variety of desk-top technology users
• Ability to remain focused
• Exceptional problem solving/analytical skills
• Ability to learn technical product information
• Ability to follow procedural guidelines and document thoroughly
• Ability to interact with customers in a polite and professional manner
• Effective conflict resolution skills including appropriate handling of angry or frustrated clients
• Exceptional telephone etiquette
• Strong team player
• Exceptional listening skills
• Exceptional PC, Mainframe, printers, server, email and Internet skills
• Ability to identify, track and resolve issues
• (developing) understanding of technology in direct responsibility
• (developing) General understanding of related technologies
• (developing) Customer Service
• Providing high-level customer service
• Providing excellent desktop and mobile device support
• Communicating clearly with users, setting expectations
• Working independently and as a member of a world-wide support team
• Diagnosing and resolving problems/issues with: Microsoft Windows
• PC applications
• Network connectivity, including Wi-Fi
• Mobile devices and associated apps Laptop PCs
• Blackberries
• Meeting room technology Video conferencing
• Monitors / projectors
• Conference phones
• VPN / remote access
• VOIP telephones
• Escalating issues appropriately, reaching out for assistance when a problem cannot be solved immediately
• Participating with support team in creating and maintaining support documents
• Working closely with other IT groups, other departments, to complete tasks
• Monitoring systems and processes
• Administering users in Active Directory and applications
• Coordinating with vendors to purchase, deploy and RMA hardware
• Evaluating priority and triaging multiple conflicting assignments; and
• Instructing users on technology
• Flexibility working in a fast-paced, high-expectations environment
• Excellent listening, interpersonal, written, and oral communication skills
• Pays extreme attention to details
• Ability to work in a team-oriented and collaborative environment; and
• Eagerness to learn new technologies and applications, and ability to absorb new topics quickly
• 1-2 years of experience in a Help Desk or customer service position required
• The successful candidate must be a team player with strong customer service and communication skills
• Candidate must be willing and able to learn new technologies; and
• Candidate must be proficient with the following technologies

IT Help Desk Specialist Resume Examples & Samples

• Document known issues and resolutions or workarounds
• Assist in administering help desk software
• Provides support for store stores as part of an on-call rotation after hours
• Windows and Microsoft Office Applications (Word, Excel, Outlook)
• General Server and Personal Computer knowledge
• Understanding of point of sales terminal, in-store application and equipment is a plus
• Basic familiarity with the range and variety of software and systems used in the EMS Store and Base Camp environments
• Deliver high level customer service skills
• Demonstrate effective verbal and written skills. Able to effectively communicate with diverse individuals
• Demonstrate integrity and respect for individuals and ethical behavior
• Familiar with a basic range of Information Technology concepts, practices, and procedures
• Successfully combine creative problem solving with thorough problem analysis
• Demonstrate skill in gathering, processing, analyzing, and disseminating large amounts of diverse information in meaningful ways
• Ability to Prioritize and organize work to minimize downtime when problems arise
• Work productively and flexibly in a fast-changing, demanding environment
• Ability to work individually as well as in a group environment
• Must be able to update tasks on progress to keep everyone informed
• Knowledge of commonly used concepts, practices, and procedures within the information technology industry
• AS or BS in Information Systems, Computer Science, or a technical discipline (or equivalent experience)
• 6+ months of relevant Technical experience
• Bachelor's Degree in Computer/Information Systems, Business, Communications or related field
• Able to multitask efficiently and effectively

Escalated Help Desk Specialist Resume Examples & Samples

• Tracks call volume and reasons to communicate training needs to appropriate parties
• Potentially assist with coaching and training initiatives as needed
• Will support multiple sites and clients
• Minimum 6 months Fraud/Customer Service/Collections experience in a call center environment
• Previous Help Line Experience Proven history of strong interpersonal skills and two-way communication
• Self-motivated with solid organizational, creative problem solving and time management skills, with the proven ability to meet deadlines
• Strong team player: leadership skills with strong ability to take initiative
• Demonstrated ability to analyze processes and implement changes
• Ability to adapt to an ever-changing environment Self-motivated with solid organizational, creative problem solving and time management skills, with the proven ability to meet deadlines
• Attention to detail required Working knowledge of Fraud systems and tools
• Demonstrated high level of integrity
• Ability to process information, analyze data and offer effective solutions
• Demonstrated ability to handle and prioritize multiple tasks
• 2 or more years of experience supporting a diverse desktop environment with an understanding of the mainframe, client/server and Internet environments
• Ability to multitask
• Previous experience in a Help Desk environment, Level 1 or Level 2 Analyst
• Windows 7 support and mobile devices knowledge
• Educated to degree level or similar
• Confident telephone manner
• IT literate – with a working knowledge of Microsoft Office an advantage
• Second language would be an advantage
• Highly organised with good attention to detail
• Self-motivated combined with the ability to work as part of a team
• Ability to take instructions and implement the correct procedure as required
• Receive incoming help requests via phone and through the electronic ticketing system
• Act as lead help desk contact for escalated inquires relating to corrupt documents, complicated conversions, and the like
• Act as liaison between HB and CCC Macro Pro. Responsible for the testing and rollout of updates. Must work closely with the trainer so firm wide announcements about changes are timely and informative
• Perform daily videoconference, teleconference and laptop setups
• Stay up to date with all software and hardware used and supported by the firm, including all audio-visual devices and systems
• MUST have law firm experience
• At least two years of technical job experience
• Customer service-oriented attitude and a team player
• Experience with MS Office 2010/2013, Windows 8 and 10, Laptop and MS Surface, CCC Macro Pro, FileSite, iPhone and Androids
• Responsible for performing installations and configuring computers/laptops using standard processes and tools
• Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual required or job-specific training. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Responsible for other duties as assigned. Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become "The World's Greatest Bank."
• High school diploma or GED or the equivalent in vocational training. College degree in information technology preferred
• Previous practical experience in a personal computer network environment. One year of IT related Help Desk experience required
• A+ certification required. MCDST (Microsoft Certified Desktop Support Technician) certification preferred
• Good working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools. Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment

Mortgage Help Desk Specialist Resume Examples & Samples

• Resolve and provide user support of the RMO system software
• Perform initial problem determination by asking client troubleshooting questions at loan level detail
• Communicate the status of all problems and/or issues to users regarding RMO along with resolution
• Track and log calls with issue and resolution
• Lead by example; independently makes decisions on course of action to get the client back into production in a timely manner
• Detect patterns of callbacks effecting client or environment, assess impact and take action
• Solicit feedback and ideas for improvement of the RMO functionality directly from the users
• Assist the IT partners in the development or enhancements of the RMO system
• Keep users and management informed of trends, problems and unexpected delays within RMO
• Create and maintain business workflow rules
• Assist in user training along with development and updates of the RMO training manual
• Focus on the delivery of excellent service
• Take ownership and responsibility of client technical problems
• Be a positive, professional resource for clients and support partners
• Manage challenging calls, maintain control
• Minimum of 2+ years residential mortgage loan
• Excellent level of verbal and written communication skills
• Effective telephone skills
• Ability to make sound decisions based on logical reasoning
• Effecting listening skills
• Exceptional organizational skills and ability to multi-task and handle several priorities at once
• Ability to work in a fast-paced & high-volume environment
• 6 months in a customer service/call center environment preferred
• 2 years of college preferred
• Familiarity with Salesforce.com extremely helpful
• Ability to operate effectively in a team environment
• Enthusiastic and pro-active; think quickly and solve problems efficiently and effectively
• High energy and engaging personality with the ability to convey patience and empathy, and calm in potential stressful situations
• Dependability regarding completion of assignments and attendance Excellent problem solving and decision making skills
• Must have high attention to detail
• Troubleshoot problems to resolution or escalate to Tier 2 support when necessary
• Reset or configure network accounts access
• Process hardware and software requests by coordinating user setup, upgrades, and installations
• All other projects and duties as assigned
• Excellent Technical and Analytical skills
• Capable of maintaining corporate and job-related confidential information
• A bachelor’s degree in computer science or a related discipline
• Knowledge of basic computer hardware (e.g. desktops, laptops, printers, PDA’s)
• Exceptional interpersonal skills, with a focus on listening and questioning
• Certifications are a plus
• 2+ years of experience in an IT Help Desk Analyst role
• Experience with Windows 8, Microsoft Active Directory and utilization of GPOs
• Experience with Helpdesk ticketing systems, i.e. Track-it by Numara
• Experience with Mobile device management, including IOS and Android devices
• Proven ability to multi-task, juggle multiple projects and effectively determine priorities
• Excellent internal customer service skills
• Windows PC/laptop management via Active Directory, MS System Center Suite
• Proven analytical, troubleshooting and problem solving skills
• Strong research skills to find and effectively evaluate new products and technology
• Attention to detail and strong organizational skills

Mid-level Help Desk Specialist Resume Examples & Samples

• Troubleshoot connectivity and computer issues on end user’s machine
• Image and build desktops and laptops for new hires or machine upgrades and deploy them to desks
• Basic telecommunications support
• Assist with purchasing and equipment procurement
• Help maintain inventory control
• Maintain production images of machines
• Exposure to project management methodologies
• Answer user inquiries regarding computer software or hardware operation to resolve problems either in person or over the phone
• Write standard operating procedures for IT and End Users
• Walk customer through problem-solving process
• Follow up with customers to ensure issue has been resolved
• Gain feedback from customers about computer usage
• Bachelor’s degree is required, 3.2 GPA or higher
• Good judgment, professionalism, and good communicator
• PC hardware troubleshooting skills, good knowledge of Windows 7 & 10
• Basic knowledge of networking topology
• Help desk support role experience a plus
• Ability to multitask and properly prioritize
• Analyze and develop computer software possessing a wide range of capabilities, including numerous engineering, business, and records management functions. Develop plans for automated information systems from project inception to conclusion
• Analyze user interfaces, maintain hardware and software performance tuning, analyze workload and computer usage, maintain interfaces with outside systems, analyze downtimes, and analyze proposed system modifications, upgrades and new COTS
• Analyze the problem and the information to be processed. Define the problem, and develops system requirements and program specifications, from which programmers prepare detailed flow charts, programs, and tests
• Coordinate closely with programmers to ensure proper implementation of program and system specifications. Develop, in conjunction with functional users, system alternative solutions
• Maintain on-call service for after hours support of these applications, including evenings, weekends and holidays
• Desktop Security Applications: McAfee and Symantec Antivirus
• Mainframe Technologies: The Client uses an IBM mainframe running the OS/390 operating system. DASD, MVS Redirect, RJE printing, VPS printing, DB2, TSO, ADSM and Wylbur. The Government will furnish training in SILK, a specific web server
• Network Services: TCP/IP and other standard internet protocols, Websense Proxy Server, DNS, firewalls, Internet, Internet II, LAN, Videocast, 802.11 Wireless, IPv6, Secure Shell (SSH), Telnet, Cisco Virtual Private Network (VPN)
• IT Security: Security problems include hoaxes, malicious attacks, and viruses. Also includes a knowledge of PKI, encryption, digital signatures and the use of Smartcards (PIV). BDS Secure File Transfer
• Telecommunications: Octel voicemail systems, ISDN telephones, VOIP technology (Cisco and Microsoft Lync)
• Windows and UNIX Infrastructure & Hosting: DDNS, DHCP, File Services, Print Services, Terminal Services, Web Services, and WINS, Tru64 UNIX and Sun Solaris operating systems with an understanding of Oracle and SQL databases
• Account creations/ User ID Management: Microsoft Active Directory tools including Microsoft Exchange Administrator, Quest ActiveRoles Server, Active Directory Management
• Email (messaging): email technologies include Blackberry, Central Fax Service, the MS Exchange Central Email Service, L-Soft Listserv, Office 365, Expertise in Outlook (including add-ons), Outlook Web Access (OWA), Mac OS X Mail, Entourage, web browser mail, and Pine clients; Listserv administration and management
• Mobile Devices and Tablets: Research in Motion (RIM) Blackberry technologies; Apple iPhone; Apple iPad; Android Phones; Microsoft Surface
• Note: This list is not a comprehensive list of all technologies supported by the IT Service Desk. It shows only a representation of the IT environment
• Strong analytical, estimating and problem solving skills
• Excellent communication, interpersonal and collaboration skills
• Ability to present and explain technical information to diverse audiences
• Ability to be flexible, adaptable and learn new concepts quickly
• Ability to work effectively in a team environment with aggressive deadlines and multiple priorities
• Demonstrated understanding of ITIL processes, operations and procedures
• Experience with processes involving problem identification, recovery, escalation and resolution
• Able to function well in a fast-paced and adaptive environment
• Scientific Information Systems: UNIX-based ALW and Helix systems, Porpoise and Web of Science citation and literature searching services. Knowledge of UNIX and high performance computing systems
• Enterprise Systems: Plumtree's portal, ORACLE Financials, PeopleSoft, Netegrity Siteminder, and Eclipsys. specific systems include the, nVision, ITAS, DW, HR systems, PMS, NBS, CGE Travel, eRA, CRIS, NED, Client Login, TechTracS, Qlikwiew; NEES; NIDB; DDRMS; ServiceNow IT Service Management Tool, Spok toolset including scheduling and paging
• High school diploma or equivalent and 2 ? 4 years of prior relevant experience
• Mainframe Technologies: The client uses an IBM mainframe running the OS/390 operating system. DASD, MVS Redirect, RJE printing, VPS printing, DB2, TSO, ADSM and Wylbur. The Government will furnish training in SILK, a specific web server
• Email (messaging):email technologies include Blackberry, Central Fax Service, the MS Exchange Central Email Service, L-Soft Listserv, Office 365, Expertise in Outlook (including add-ons), Outlook Web Access (OWA), Mac OS X Mail, Entourage, web browser mail, and Pine clients; Listserv administration and management
• Enterprise Systems:Plumtree's portal, ORACLE Financials, PeopleSoft, Netegrity Siteminder, and Eclipsys. specific systems include the, nVision, ITAS, DW, HR systems, PMS, NBS, CGE Travel, eRA, CRIS, NED, Client Login, TechTracS, Qlikwiew; NEES; NIDB; DDRMS; ServiceNow IT Service Management Tool, Spok toolset including scheduling and paging
• High school diploma or equivalent and 1 ? 3 years of prior relevant experience
• Provide telephone support to end-user community on hardware, software and network related issues, questions and use
• Provide first level problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of problem
• Open, track and close trouble tickets
• Monitor service desk for tickets assigned to the queue and process on a first-in first-out based on priority
• Report issues to the service desk for escalation
• Ensure problem ownership and promote end-user satisfaction
• Track activities of field engineers to whom the ticket was assigned
• Document internal Help Desk procedures
• Experience working as a team player
• Excellent communication skills and possess the ability to manage assignments independently
• Good organizational skills and the ability to handle multiple tasks concurrently
• Strong decision making and problem solving abilities
• Experience working in a fast-paced and high energy environment
• Experience being flexible in response to changing requirements such as surges
• Experience supporting enterprise solutions from Department of Defense, Defense Health Management Systems Program Management Offices (DHMSM, DMIX and JOMIS)
• CompTIA A+ Certification, CompTIA Net+ Certification, CompTIA Security + Certification
• Bachelor’s degree in Computer Science or a related technical field and two (2) to four (4) years of related work experience required

Help Desk Specialist, Entry Level Resume Examples & Samples

• Address customers IT related issues, questions, and/or concerns in a Quick, courteous and accurate manner
• Generate and help to resolve Trouble Tickets for tracking problem resolution
• Install hardware and peripheral components such as monitors, keyboards, printers and disk drives on users’ premises
• Perform direct user support and issue resolution using a trouble ticket system
• Load appropriate software packages such as operating systems, networking components and office applications
• Provide telephone and in-person support to end-users
• Coordinate activities with other department level personnel
• Provide updates, status and completion information to manager and/or users, via voice mail, e-mail or in-person communication
• Assist in research and procurement of computer accessories and supplies
• BS or BA degree in a technical field with zero (0) to four (4) years of related experience preferred
• Security+ Certification preferred or completed within three (3) months
• Provide Tier I contact and incident resolution to customers with hardware, software, and application problems
• Enterprise problem resolution using established SOPs and Run Books
• Resolution of incidents during the first call or at Tier I
• Documenting incident status using incident management systems and database tools
• Support data transfer activities across networks and classification levels (cross domain)
• Prepare for and support Emergency Action Planning and preparation activities for a variety of scenarios
• High School diploma or GED and 3+ years of related experience in a Windows environment, call center, and/or service desk environment
• Working knowledge of computers, printers, laptops and common windows applications
• Currently possess a qualifying DoD 8570 Certification at IAT II with Continuing Education (CE) enrollment
• Currently possess a TS/SCI clearance

Senior Help Desk Specialist Resume Examples & Samples

• Helps coordinate with impacted mission partners and communicates outages and plans for recovery
• Communicates the status and any incidents or concerns to ESC staff, GDOs and other stakeholders
• Maintains documentation and SOPs

Help Desk Specialist, Principal Resume Examples & Samples

• Experience with service desk support, monitoring. and management tools (i.e., Siebel, E-requestor, Altiris, Remedy etc.)
• Experience with Microsoft Business Class Applications. MS SharePoint
• Experience in managing all phases of Enterprise IT Operations issue workflow in any Ticketing Service Desk Model
• Experience in planning and forecasting resource needs in DOMEX IT Service Infrastructure
• Experience in facilitating meetings to solicit feedback from users
• Experience in defining, acceptance criteria and coordinating and executing user acceptance
• Required certified DoD 8570 Level II IAT
• ITIL V3 Fundamentals trained

Shipyard Applications Help Desk Specialist Resume Examples & Samples

• Provide support for the applications to assist with customer issues and to monitor system performance and integrity
• Troubleshoot application issues and resolve and escalate to higher level for resolution
• Maintain application designator settings in accordance with application instructions
• Create and maintain system accounts including maintenance of system access records
• Perform Remedy Ticket recording and monitoring
• Troubleshoot reported application issues including but not limited to environment and data issues. Provide recommended corrective actions. Execute corrective actions as approved. Document issues, lessons learned, and corrective actions in the SDLC tools
• Perform as the interface to other agencies in the troubleshooting of various application related client/server anomalies and assist in the resolution of these problems
• Provide real time status of application, system and environment problems and outages as required
• Provide weekly reports and metrics of reported problems and resolution
• Monitor the IT Helpdesk software systems, proper Help Desk ticket routing and escalation of Help Desk calls, and responding to IT network emergencies
• Work with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
• Recommend systems modifications to reduce user problems
• Refer more complex problems to intermediate and/or senior level Help Desk Specialists
• Exhibit knowledge of IT Helpdesk policies and procedures
• Deliver consistently high quality customer service in a Help Desk environment with superior customer service skills
• Demonstrate strong communication skills and ability to interact effectively with customers on the phone and through email in accordance with IT Help Desk Service Level Agreements (SLAs)
• Understand technical issues and effectively resolve client IT software and hardware requests
• Strong verbal and written Communication skills
• Project management and problem solving skills
• Basic IT knowledge of hardware and software systems
• H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position; OR Associate's degree with 2 years’ experience in an IT or call center environment or Bachelor’s degree
• Typing skills 25+ words per minute Able to spend considerable time on the phone
• Excellent computer troubleshooting and problem solving skills
• Possess skilled abilities to customize an operating system
• Ability to install/configure “off the shelf” applications. Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.)
• Demonstrated ability to configure a PC for connection to a network using a common networking protocol
• Understanding of and has demonstrated the ability to use call tracking software and related tools for documentation of call center operations
• Understanding of and has displayed the ability to use knowledge base and other online solution resources
• Demonstrated ability to prepare new/used PC equipment for, and perform, a fresh (scratch) install of an operating system (manually, not from an image)
• Knowledge, training or certification in the following is helpful: HDI, itSMF, ITSM, ITIL. Knowledge or experience in remote access, multi-factor authentication and/or mobile device management (AIRWATCH) is also helpful

Help Desk Specialist Senior Resume Examples & Samples

• In-depth working experience of Windows XP, Windows 7 and Windows 2003 including: application installation, Active Directory and Organization Units
• Effective customer service skills, including oral and technical written communications
• Knowledge of data backup systems, principles, and safeguards
• Familiarity with Antivirus software and security settings
• Able to describe PC architecture and operation
• Familiarity with TCP/IP, switches, firewalls, routers, and their basic operation
• Must be able to lift up to 15 pounds
• Experience supporting DHS, Federal Civil, Intelligence and/or DoD Customers
• Ability to assist others in solving problems and working with them to implement the solution
• Basic skills or experience using trouble ticket systems
• Familiar with Unix operating systems to include installation, network configuration, and performance monitoring
• Experience with license managers in Windows and Unix environments
• Use of Windows Event Monitors in system analysis
• Four (4) or more years of administrative support experience required
• 4-year college degree or equivalent technical training (with High School Diploma or equivalent) preferred
• Mortgage Origination or Processing experience required
• General Networking and PC hardware support
• Microsoft Outlook, Windows 7 or higher, Encompass 360
• Ability to work independently and effectively organize, prioritize and accomplish multiple tasks
• Strong interpersonal and communications skills required
• Minimum software or applications experience required/preferred
• Minimum experience required using mobile technology
• Diagnose, resolve, and follows up on issues relating to various user concerns
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments
• Serve as a technical liaison to project managers
• Identify areas deserving attention in the technical support environment, and consults with management
• Ensure tickets are accurately documented and resolved in a timely manner
• Work after hours and at other NOAA facilities may be required periodically
• Associate's Degree plus 4 year's relevant experience required
• 8 years of relevant experience in lieu of degree
• Proven ability to lead a team
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Visio and Project)
• Must be highly detail-oriented
• Must be organized, timely, and customer service oriented
• Excellent oral and written communication and customer service skills
• Responsible for processing Service and Work Order Request (SOR and WOR)
• Construction of daily reports for Site Management
• Capable of learning a data entry system (MRO) and using all applications within the system
• Ability to communicate effectively with US Military
• Create and manage databases; excel spreadsheets, word documents, powerpoint
• Perform simple, routine, and repetitive administrative functions and complete routine reports and correspondence
• Must be Proficient in Microsoft Office Applications (Word, Excel, Power Point & Outlook)
• Must possess excellent English speaking and writing abilities
• Must have good organizational skills
• Must handle and manage multiple tasks
• Must be flexible with working hours
• Typically, two (2) to three (3) years of experience in an administrative position

O&M Help Desk Specialist Resume Examples & Samples

• Ability to identify, diagnose and resolve issues for users of various telecommunications services Strong customer service focus Knowledge of various telecommunications services and next generation mobility technology
• Experience in an IT help desk or service desk environment
• Understanding and experience in using an incident management system such as Remedy ITSM
• High level of written communication and documentation skills
• Skills to develop documentation for the team and user manuals for use by team members as well as for non-technical end-users
• Respond to helpdesk tickets according to our SLA
• Build and install new computer systems
• Troubleshoot and repair workstation hardware and software
• Support Tier 1 Shortel and voicemail Administration
• Troubleshoot remote users by phone
• Great service attitude
• Experience performing hardware and software upgrades
• Experience with phone systems a plus
• Active participant in team projects and contribution and able to work independently or in groups
• Ability to lift 75lbs

Help Desk Specialist, Meade Resume Examples & Samples

• Work with DISA customer to ensure the weekly and monthly reports provide the value desired consistently
• Support and classification of all incidents or requests including ticket creation, management, escalation and follow-up and technical assistance and support for the incoming queries and issues related to computer systems, software and hardware
• Take holistic approach to managing the DoDCAF's Help Desk services
• Ensure that all HD personnel are properly trained on the operation and management of VMware, Horizon View, and ensuring that all administrators can support remote customers
• Provide weekly and monthly status reports to DoDCAF leadership

Telehealth Help Desk Specialist Resume Examples & Samples

• 3+ years of experience with scheduling and managing Skype for Business video sessions for clients
• Experience with providing help desk support or customer service
• Knowledge of healthcare appointment scheduling and patient intake processes
• Ability to mitigate basic technology issues for providers and patients through managing a support line or system
• Ability to use and manipulate Web and mobile applications with ease and educate stakeholders on how to use these products
• Ability to work full time on the client site at Naval Hospital Jacksonville
• Active Secret clearance required
• BA or BS degree and 3 years of experience in a DoD environment or 7 years of experience in a professional work environment in lieu of a degree
• Experience with working in the healthcare sector or a hospital or clinic
• Experience with clinical training and business process flow
• Ability to work in a fast-paced environment, including working with various stakeholders such as doctors, nurses, patients, IT professionals, and administrative support
• Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems
• Provides phone and in-person support to users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications
• 1-4 years of relevant experience
• Ability to work independently or with a team
• Provide leadership and guidance to others
• Strong interpersonal skills to interact with clients from a business development andtechnical expert perspective
• Must be able to obtain government security clearance, per contract requirements (DoD Clearance Level: Secret)
• Manage Help Desk requests
• Provide frontline computer trouble shooting / problem resolution
• Process System Access requests
• Coordinate hardware repair
• Install and configure desktop computers and printers
• Perform administrative duties (ordering supplies, receiving of equipment, and
• Candidates must be US citizens or Green Card holders
• 2 years of recent relevant experience
• Bachelor’s Degree in Computer Science or related degree (experience can be substituted in lieu of degree)
• Proficient in Microsoft Office products
• Experience in ticketing systems strongly preferred
• Ensure a high level of end-user satisfaction through ownership, resolution and appropriate escalation of issues and support tickets
• Provide strong technical resource and senior escalation point for numerous technologies, including Mac, Linux, network, and mobile device issues
• Leverage and create tools and SOPs to improve team’s efficiency and productivity
• Manage relationship with vendors for service repairs, orders, and maintenances

Help Desk Specialist, Associate Resume Examples & Samples

• Monitor, track and prioritize assigned tasks and trouble tickets. Escalate where applicable
• Assist with incident routing and assignment
• Utilize CISCO Unified Provisioning Manager for VoIP telephony MACDs
• Issue, troubleshoot and maintain inventory of RSA security tokens
• Travel to other facilities, as required
• Perform other duties, as assigned
• HS & 4-6 years of experience
• At least two (2) years experience with Windows OS and Microsoft Office desktop support
• Experience with MS SCCM, MS SCSM, McAfee e-Policy, CISCO UPM and RSA security tokens
• May install software or perform hardware testing remotely
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• 5-7 years' experience required
• Basic ability to work independently and manage one's time
• Diagnose, resolve, and follow up on issues relating to various user concerns
• Associate's Degree from an accredited college or university required (at least four years of equivalent experience considered in lieu of degree)
• At least four (4) years of relevant experience required
• Organized, timely, and customer service oriented
• Adaptable, flexible and able to deal with ambiguity and change
• Experience supporting Windows 7 operating system, Office application suite, and other applications
• Mature approach with a focus on customer service, responsiveness, rapport- building, listening, and questioning skills
• Ability to effectively handle and troubleshoot most calls related to hardware, software, and basic network functions
• Persistence to pursue problems until they are solved
• Balance and good judgment to know when to ask others on the team or escalate the issue
• Staying up to date on the latest technologies which are part of the network you are assigned to support
• This will require independent reading and learning of technologies; utilizing the existing SOP's and manuals to learn the software and functional aspects, along with help desk procedures of the network is required
• Due to the high level of customer activity coupled with the requirements for quick, correct responses to end users, little mentoring and hands-on training will be available
• All hours worked must pertain to the specific position of supporting the customer at the Help Desk
• Required to work rotating on-call schedule
• Provides resolutions to out of the ordinary issues for users
• If unable to diagnose problem, will work with Systems Engineers to diagnose and resolve problem
• Responds to tier two and higher trouble tickets
• Ensures problem ownership and promotes end-user satisfaction
• Closes activities of tickets assigned
• Position requirements
• Minimum of two (2) years previous experience in a professional environment with solid phone support skills
• Minimum of two (2) years previous desktop support or call center experience
• Exceptional ability and knowledge of PC, laptop and printer hardware configuration, deployment and troubleshooting
• Security Requirements
• Providing excellent customer service and technical guidance in support of our Zale store managers and Jewelry Consultants as they serve our retail guests
• Taking calls from our stores, creating a trouble ticket, and documenting the incident
• Diagnosing the store issue and troubleshooting the software/hardware/peripheral problems
• Recommending a solution or resolving the issue immediately
• Escalating unresolved issues to appropriate resolving groups via trouble tickets
• High school diploma or equivalent is required; some college preferred
• 1-2 years’ technical Help Desk or Service Desk experience with demonstrated aptitude/skill in both software and hardware is required, to include
• Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
• Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
• If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket. If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with
• Assist users with account creation. accessing and using IT systems
• Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
• Receive, triage and route tickets to Tier 2 Help Desk according
• Analyze, log and track. issue and problem tickets related to Intel ink application
• Compile and organize data for monthly status reports
• Provide trend analysis and metrics to the Government based on gather data and monthly status reports
• Provide daily written and oral communications, make recommendations for improving documentation
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Update and maintain the Help Desk Handbook to stay consistent with current processes and
• Provide recommendation to the Government on issues/problems identified and reported in trend analysis
• Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
• Three (3) years demonstrated Help Desk experience
• Assist users with account creation, accessing and using IT systems
• Analyze, log and track issue and problem tickets related to Intel ink application
• Provide daily written and oral communications, make recommendations for improving
• One (1) year demonstrated Help Desk experience

Help Desk Specialist for Abis Resume Examples & Samples

• Bachelor’s degree in a Technical, Math or Business discipline from an accredited college or University is required with One (1) year demonstrated Help Desk experience; Associates degree and Two (2) years of Help Desk experience
• Three (3) years’ experience may be substituted for a Bachelor’s degree
• Working Knowledge and experience with Remedy
• Working Knowledge and experience with Active Directory
• Current DoD 8570.01M certification (e.g. A+ CE or Security CE+)
• ABIS experience

Senior Help Desk Specialist for Abis Resume Examples & Samples

• Bachelor’s degree in computer science (CS), information systems or equivalent technical degree
• 5+ years of experience with installing, configuring, and maintaining operating system workstations and servers
• 5+ years of experience with Systems Administration
• Experience with routers, switches, and network fabric
• Microsoft Certified System Engineer or MCITP credential in both Microsoft Windows Server 2003 and 2008 or infrastructure environments
• Cisco Certified Design Associate (CCDA) or Cisco Certified Network Associate - Routing and Switching (CCNA)
• ), or equivalent work experience
• Or equivalent combination of education and experience
• Must have demonstrated experience in technical workflow automation, troubleshooting, problem solving hardware and software issues, and reporting using a problem ticket reporting system (for example, ServiceNow or Jira)
• Intermediate to advanced knowledge of commonly used concepts, practices and procedures within Microsoft Windows Server, Active Directory, Exchange Server, and mobile device management solutions
• Understanding of domain/corporate IT environment including PC/Laptop setup and multi-function printing, including intermediate knowledge of network technologies (LAN, WAN, wireless) and VPN clients (Cisco)
• Must have excellent written communication, oral communication and client interface skills. Must be an excellent team player and capable of interacting with a variety of technical co-workers, vendors and clients
• Technical Help Desk Experience
• Experience with Windows 7 and 8
• Experience with Internet Explorer 8, 9, 10, 11
• Strong Microsoft Office 2010/2013 skills
• Experience with Voice over IP Telephony systems
• Strong verbal communication skills
• The Help Desk Specialists install, upgrade and maintain desktop and portable computer hardware, software, printers and associated equipment including Blackberry Handheld devices
• Help Desk specialists use the automated trouble ticket systems to record actions taken to resolve and provide technical assistance to DMA end users
• Help Desk Specialists assist with user password issues and access, ensure security compliance and accountability in system access and supports other user issues using documented standard operating procedures and in accordance with DMA best practices

Service Desk / Help Desk Specialist Resume Examples & Samples

• Ensure incoming IT support calls are recorded accurately
• High School diploma or GED and three years of experience in Microsoft Windows based enterprise environment with call center or service desk experience
• Minimum DoD 8570 compliance IAT II – (GSEC, Security + CE, SSCP, or CCNA-Security)
• A+, Network+

Help Desk Specialist, Biometric Watchdesk Resume Examples & Samples

• Monitor unclassified as well as classified networks for the upload of biometric files and images to be manually submitted
• Manually transfer biometric files, biometric images, and response files from one domain to another
• Perform a two person review as well as a “dirty word search” on all cross-domain transfers from the classified network to the unclassified network
• Answer user questions concerning biometrics, transactions, family-of-systems and other user inquiries
• While working closely with the System Administrators, monitor system health and the current operational status of the biometrics repository(s)
• Identify and correct, as able, files that error in the repository(s)
• Categorize all Watchdesk submissions and follow industry-leading processes and established work flows for problem resolution
• Write and update standard operating procedures for common and recurring Watchdesk tasks
• Submit work flow documentation to the Government for review and approval and unresolved items that affect the design of the DoD system to the system Change Control Board for consideration
• Utilize government provided automated tools to the maximum extent possible to capture trends, trouble call resolution status and track metrics to operate and maintain the 24x7x365 day Watchdesk
• Generate both standard reports as well as ad hoc reports for specific customers or for all submissions
• Remove biometric records from the repository(s) with proper Government approval and keep a record of the removal
• Ingest the Watchlist into the database for updates on a routine basis
• Provide the Government with a monthly Biometrics Watchdesk Metrics Report that identifies and tracks trouble calls, call resolution and other watch desk metrics
• Review and analyze data to identify trends and provide recommendations for improvements and training as part of the Biometrics Watch Desk Metrics Report
• Use existing automated help desk tools and continually assess new automated tools that can provide improvements to both users and the DoD authoritative biometric repository operations
• Handle sensitive and confidential situations with demonstrated poise, tact and diplomacy
• High school diploma or equivalent with 4+ years of related help desk experience
• Experience with a variety of computer software applications such as Microsoft Word, Excel, Access, and PowerPoint
• Knowledge of the DoD biometrics environment, customer knowledge base, data, domain knowledge, and policies to operate and maintain 24x7x365-day Watchdesk service operations of all DoD biometric systems submitting to the DoD authoritative biometrics repository(s)
• 2) Experience with troubleshooting Windows 7 and MS Office 2010
• 3) Experience with Active Directory (adding/deleting user profiles)
• 4) Ability to troubleshoot Citrix issues
• Provide first line support for any information technology issues and problems
• Identifies, researches, and resolves technical problems
• Document all troubleshooting steps within trouble ticket
• Perform password resets
• Support desktops, laptops, tablets, smart phones and applications
• Escalate critical incidents to Help Desk Manager
• Escalate fully documented problems as required to Tier 2 and support teams
• Act as a liaison between customers and Tier 2 teams
• Quickly and accurately determine incident scope and impact
• Follow up on tickets at pre-defined intervals until resolved
• Manage staff availability to provide support coverage for multiple locations across continenttal US
• Assist with development of processes and procedures to improve delivery of IT support
• Assist with evaluation and selection of IT support tools and resources
• Monitor, track and prioritize assigned tasks and trouble tickets
• Analyze metrics and balance workload for the team
• Resolve complaints and manage customer feedback to promote end user satisfaction
• Provide additional Tier 1 and Tier 2 support
• Ship/deliver IT equipment (must be able to lift up to 50 lbs)
• At least five (5) years management experience
• At least five (5) years experience with Windows OS and MS Office support
• At least five (5) years experience in a service desk environment managing and resolving incidents/service requests
• Bachelors degree and 6-8 years of related experience or 8-10 years in lieu of degree
• Experience with Microsoft System Center applications (SCCM, SCSM, SCOM)
• Experience with IT Service Management Tools (Remedy, ServiceNow, etc.)
• Experience with ISO 20K Service Management (Incident, Problem, Change, etc.)
• Experience supporting VPN connectivity
• Experience with networking, including DHCP, DNS, IP reservation
• Experience with Windows Server 2003, 2008 and/or 2012
• Experience with mobile device support/management
• Working knowledge of LAN and WAN topologies and architecture
• Working knowledge of Server and PC operating systems - such as Windows 2008 and 2012, Windows 7 and 10
• Experience configuring, implementing, and supporting MS Office 2007/2010/2013, anti-virus, back-ups and other various desktop applications
• Working knowledge of PC hardware and components including processors, mother boards, accessories, cards, peripherals
• Understanding of workstation installation, configuration, administration, troubleshooting, performance tuning, preventative maintenance
• Knowledge including installation, and troubleshooting of Microsoft Office products, Adobe products, AntiVirus, Security Certificates, VPN, and mobile devices
• Understanding of internet standards such as - DNS, SSL, DHCP, SMTP, SNMP, DFS and other protocols
• Excellent verbal and written communication to all levels in the organization
• Ability to interface with the public, technical and engineering personnel in order to discuss issues pertaining to problems, purchases or technical specifications
• Must be a self-starter and motivated to see projects through to completion
• Must be process driven
• Must be familiar with ITIL framework
• Microsoft /Cisco/VMware/ITIL certifications
• 5 yrs information technology experience
• High School, Associates Degree or Technical School education
• Certifications from recognized programs that indicate mastery of systems, tools, and techniques relevant to the assignment may substitute for some experience
• Strong MS Office skills
• Ability to think independently and know when to elevate issues for help
• Attention to detail and accuracy in work produced; follow up strength to ensure customer satisfaction

It-help Desk Specialist Resume Examples & Samples

• Strong customer service skills including verbal and written communications
• Superior time management skills, including sense of urgency and proactive approach
• Strict adherence to professional ethics
• Abilility to work independently and in a team environment
• Ability to work on and successfully complete multiple projects at the same time
• At least two years of relevant technology experience in related technical environment preferred
• Strong knowledge in Microsoft Office desktop application software
• Bachelor’s degree in Computer Science or related degree
• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
• Please view Equal Employment Opportunity Posters provided by OFCCP here
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information
• Help ensure a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets; maintain proactive and timely communication with customers via multiple mediums (voice, tickets, email, IM, walk-ups)
• Manage small projects and provide technical leadership to junior Helpdesk technicians
• Act as strong technical resource and senior escalation point for Cisco Unified Communications Manager, including Cisco Voice and Jabber Client integration on multiple operating systems
• Develop tools to improve helpdesk efficiency and productivity
• Develop and document processes and procedures for improving efficiencies and decreasing response times
• Ability to work independently as well as part of a global team
• Experience as a customer advocate
• Well-organized self-starter
• Ability to deliver on time
• Ability to manage multiple tasks with minimal supervision
• 2+ years experience maintaining multiple operating systems, hardware and packages
• 4+ years experience in a customer-driven, results-focused Operations environment
• 4+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware
• 3+ years experience administering network and collaboration tools
• Proven record of creating policies, procedures, and technical documentation
• Demonstrated history of working on multiple projects simultaneously
• Team-first attitude and strong interpersonal skills
• 2+ years experience maintaining Cisco voice products, endpoint troubleshooting and Real time monitoring
• High level of competence with Cisco Unified Communication Manager and associated tools
• Knowledge of bulk account management, device and user management and creation
• Strong knowledge of networking fundamentals and protocols (CCNA Voice or equivalent level of experience)
• Strong knowledge of Microsoft Active Directory
• Providing phone support to users of legacy business applications by serving as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, etc. problems
• Establishing, configuring and administering all customer accounts for the internal systems including administrative support regarding user accounts and privileges for legacy business applications
• Monitoring a Remedy service account for trouble tickets created and forwarded by external agencies such as DHS Service Desk
• Coordinating with application developers and testers to identify and assign issues to the proper team for research and resolution
• Tracking all trouble tickets through resolution
• Providing periodic reports to Information Technology Division management, including metrics on quantity of trouble tickets, time to resolution, etc
• 1) provide technical assistance and support for incoming queries and issues related to customer systems
• 2) respond to queries either in person; via written communication; or over the phone
• 3) coordinate access control to the systems and maintain access control documentation
• 4) ask questions to determine nature of the problem
• 5) walk customer through problem-solving process
• 6) track requests from query to completion and provide monthly statistics
• 7) follow-up with customers to ensure issue has been resolved
• 8) work cohesively with development team to troubleshoot issues
• Diagnose, research and resolve technical issues relating to various user concerns
• Utilize standard technology such as telephone, email, and web browser to complete work tasks
• Document, track and monitor technical problems to ensure a timely resolution
• Record daily activities and transactions by documenting details of inquiries, incidents, comments and action taken
• Receive and track the trouble tickets and assign them to a technical specialist
• Associate's Degree from an accredited college or university required, equivalent experience considered in lieu of degree
• At least two (2) years of relevant experience required
• Experience in Customer Support or Call center support required
• Knowledge of and the ability to monitor logs and scheduled events, and report on problems/anomalies
• Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
• Ability to work well under pressure and to meet deadlines as needed
• Ability to remain in a stationary position for an extended period of time
• Experience with and/or ability to use call center telephony equipment
• At least 4 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
• PC/workstation hardware
• PC/workstation software
• Hand-held device software

Senior Unix Help Desk Specialist, Tier Resume Examples & Samples

• Bachelor's degree and a minimum of nine (9) years of related experience or additional work experience in lieu of a degree
• Solid Unix skills with a focus on customer service
• Working experience with the IGC tool suite (Informatica, Teradata, WebLogic is a plus
• Linux scripting and/or Python
• Experience with troubleshooting and problem solving
• Basic SQL, ETL, Business Objects and understanding IGC architecture are a plus
• Troubleshoot and resolve application and infrastructure problems that impact the functionality of IGC to include troubleshooting the IGC tool suite
• Diagnostics, isolation and referral of COTS related problems
• Perform system configuration changes
• Coordinate with Level I and Level III Help Desks and track level II tickets through closure
• Exercise Control Management responsibilities include activating required exercise feeds to support the specific exercise requirements in coordination with USTRANSCOM J3 Directorate
• Monitor exercise status and coordinate with exercise data providers and IDE
• Establish user account permissions to access exercise data
• Perform patching of ticket management system and perform Remedy System Administration
• Three to Five (3-5) years of experience required with at least 4 years of experience using Remedy
• Execute scripts, answer calls, troubleshoot/resolve/and or escalate technical issues, open and close tickets, correlate events and incidents for management of Information Technology Services
• Five years’ experience in Information Technology required including at least 3 year of customer service experience in IT
• Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks
• Operates with appreciable latitude in developing methodology and presenting solutions to problems
• Contributes to deliverables and performance metrics where applicable
• High School diploma and Security + Certification
• Experience with both Mac and PC Environments
• Good Customer Service Skills
• Advanced desktop support skills
• MS Office 2013
• Setting up and supporting conference rooms
• Add/remove computer to domain
• Add/remove users to computers
• File sharing
• Print sharing
• Windows XP SP310.7, Windows 7 configuration, maintenance
• Patch management
• Application level troubleshooting
• Knowledge of LAN/WAN infrastructure
• Operating System
• Computer hardware
• Assisting users, user support and vendors at tier 1, and 2 levels as required by the issue
• Analytical thinking and problem solving

Com-f Junior Help Desk Specialist With Secret Clearance Resume Examples & Samples

• Provides technical support to users for basic computer related technical problems. Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue
• Experience with solving computer-related problems
• Customer Service Experience required
• Experience with Call Tracking System required
• A+ certification required
• Experience with the following desired
• Answers Service Desk phones in a timely and efficient manner. Answers phones quickly and responds to the caller in a professional manner
• Enters, updates, and closes calls in Magic call tracking system. Opens a new call record describing the problem for each new call received. Updates and closes open calls when the problem is resolved
• Places hardware service calls when appropriate. Accurately determines when hardware service is required and place calls to service vendors describing the failure and the steps taken to determine the failure
• Follows up with our restaurants and service vendors to ensure prompt service delivery
• Practices clear, correct verbal and written communication skills with our users and service organizations
• Resolves most non-maintenance problems with an accurate knowledge of system procedures and tools
• Demonstrates teamwork with Senior Specialists, the Support staff, and upper management. Communicates and follows through on any job or task assigned by second level support staff in a timely and accurate manner. Keeps management informed of important issues and follow proper escalation procedures
• Maintains a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to help our callers. Practice excellent customer service skills
• Keeps abreast of the latest hardware and software developments offered by Restaurant Systems. Establish a thorough knowledge of the systems and procedures used by all concepts
• Experience using standard word processing and spreadsheet software
• Excellent communication skills - written, oral and telephone
• Strong analytical skills & detailed oriented
• Strong organizational and follow-through skills
• Ability to handle multiple tasks in a fast paced environment while using sound judgment to make accurate, efficient decisions
• Must be flexible to work nights/weekends in a 24 hour/7 days a week operation
• Bachelor’s Degree in Computer Science, Information Technology or related field

Senior Help-desk Specialist Resume Examples & Samples

• Provide customer support, deskside support, network operations and troubleshooting
• Assist with IT asset management, software installation, and testing
• Provide systems engineering, training, VIP support, mobile device support, and after hours support
• Provide OCONUS location support to Guantanamo Bay Cuba and coordinate through the NCR technicians' onsite at OMC
• 7+ years of IT support desk experience
• 7+ years of Windows administration experience
• 7+ years of project management experience (NOT REQUIRED)
• 3+ years DOD experience
• Windows 7 (Experience supporting Classified workstations)
• Active Directory (Manage users, groups, and workstations.)
• Configure network file permissions
• Knowledge of VTC and other video technologies
• Ability to travel to GTMO (Cuba)
• Microsoft Certified IT Professional (MCITP), MCP, or MCTS
• CompTIA Security+
• Some experience with CaseCatalyst 13, Dragon, ForTheRecord (FTR), Concordance Image, TimeMap8, and CaseMap
• Assists with technical support issues and responds to all problems in a timely, courteous manner
• Troubleshoots, isolates, documents, and resolves problems reported by users; organizes problem resolution based on type and severity of outage
• Informs users of progress and recommends method to eliminate multiple calls on previously reported problems
• Identifies problem trends and makes recommendations to management in order to minimize ongoing issues
• Assists with hardware and software installations
• Builds and maintains PC systems; performs quality analysis and follow-up
• Sets-up and deploys company mobile devices; troubleshoot sand resolves mobile issues
• Assists with 1st and 2nd level support after normal business hours for all critical network systems
• Identifies and differentiates between hardware and software problems to assist with problem identification and resolution
• Initiates network troubleshooting and determination of appropriate escalation path
• Communicates accurate technical information to management, support staff and users
• Deploys and troubleshoots issues with VoIP Telephone system
• Resolves and works proactively on virus issues and initiatives
• Responds to a rapidly changing technical environment and the requirements of the user community
• Keeps current and knowledgeable on all corporate approved software, as well as general technological advances
• Manages projects as assigned by the Helpdesk Manager
• 2 - 4 years related work experience, minimum of 1 year experience in microcomputer hardware and peripherals repair and maintenance with previous exposure to a Microsoft network environment preferred
• Provides Help Desk support during routine work hours
• Receives calls from customers, analyzes their needs, enters respective caller details into a trouble ticket system, provides follow-up on unresolved tickets after a designated time frame
• Maintains basic level of technical skills required to provide customer support
• Prepares standardized and specialized reports using the trouble-ticket system
• Assists in preparing standardized procedures to common customer problems
• Provides phone and in-person support to end users on a variety of Information Technology related issues
• Documents and tracks the details of the problem, both status and resolution, within the help desk tracking application
• Follows through and communicates with the user while working the problem and ensures successful and timely completion of the problem
• Provides assistance with division office moves
• Administer user accounts for several different computer systems
• Completes work orders
• One year certificate from college or technical school; or three to five years related experience and/or training; or equivalent combination of education and experience
• Must have extensive experience with Microsoft Windows 7/8 Operating Systems, Microsoft Active Directory, Microsoft SMS/SCCM, Microsoft Exchange 2007/2010, Microsoft Lync, Microsoft Print Services, Microsoft Office 2010/2013, Microsoft Forefront Virus Protection, Citrix Metaframe functionality and ICA clients
• JDEdwards experience preferred but not required
• AS/400 experience is a plus
• Experience with Radmin/VNC/Dameware or other remote connectivity software a plus
• Experience with Zeacom, Capterra, Aspect or other call center IVR software a plus
• Windows phone support
• Experience with Avaya IPO/PBX a plus
• A+ and/or MCICT,MCITP , MCP, MCDST, XP/MCP certifications, Dell Hardware (laptops, desktops and printers) not required but a plus
• Must be able to work in a computer data center or around several running computers
• Must be able to troubleshoot computer components

Mid Level Help Desk Specialist Resume Examples & Samples

• Oversee the daily performance of computer systems and networks
• Respond to requests for technical assistance in person, via phone, electronically. Advise user on appropriate action
• Detects, isolates, documents, quickly reports, and resolves system outages, or problems encountered during operations, which includes the collection of diagnostic data, restoring the system operation, development of workarounds, and other activities necessary for recovery of a system
• Specify users and user access levels for each system
• Diagnose and resolve technical hardware and software issues
• Approve, schedule, plan, and supervise the installation and testing of new products and improvements to computer systems
• Coordinate deployment of workstation software, communications services and equipment, server replacements and upgrades, and other IT changes
• Plan, coordinate and implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure
• Follow standard help desk procedures
• This is a grade/level E02 position which requires a BS Degreeand 2 years OR possess the equivalence of 10 years direct experience in lieu of a degree
• Computer System maintenance and troubleshooting
• Knowledge of system and network performance monitoring
• Knowledge of relevant problem tracking applications
• Comprehension of customer service practices
• Follow processes and procedures for resolving system anomalies
• Problem analysis
• Verbal and written communication skills, including maintenance of detailed problem tracking information
• Must have a current DODI 8570.01-M IAT Level I Certification or must obtain the certification within first 60 days of employment
• System administration experience to include UNIX, Linux, and Windows platforms
• Knowledge and understanding of Enterprise Management Systems to include HP SM9
• Certification from Help Desk International
• IP address management
• Maintain User workstations consisting of Windows 2000/XP, Office 2000/XP/2003. Knowledge of additional software a plus
• Maintain Cisco Routers and switches used for network connectivity
• Use of in house Audio Visual System, to include setup of presentations from external sources
• Setup and maintenance of Phone system
• Provide Web site support and limited connectivity to other JT&E Programs
• Setup/Maintain Office printers/copy machines
• Operate/maintain Defense Message System (DMS)
• Answer Help Desk line and respond to customer requests
• Knowledge of the JT&E Program
• Web page development
• Understanding of Security Procedures for Classified storage and information dissemination
• Brightstor Arcserve Backup
• Cisco Router and Switch Configuration
• Additional Software required by the programs.. Adobe Office Suite (Photoshop, InDesign, Acrobat), Corel Draw, WinZip, Netscape, Symantec Anti Virus/Mail Security for Exchange. * Understanding on Email Gateway configuration as well as Front End/Back End Exchange Configurations
• Oracle Server setup and maintenance (physical hardware, not running the actual Oracle Database)
• Joint duty or active participation in a joint duty assignment is a plus
• Provide first contact and incident resolution to customers for incoming requests and issues related to software, hardware, and business applications
• Diagnose and resolve technical hardware and software issues via phone, electronically, or in person
• Monitor help desk tracking system for new requests, escalate requests when applicable, and assign tasks to appropriate help desk members
• Promote customer self-help capability by creating newsletter articles, FAQs, job aids, technical documentation, and training materials
• Prepare and present training, demos, and drop-in sessions
• Provide documentation for requests, issues, and resolutions
• Propose verbal and written recommendations and solutions to IT issues through research and personal knowledge
• Understand IT project timelines and clearly articulate project goals
• Prepare and report help desk metrics to management
• Research and evaluate new products and technologies that are of interest to the IT department or OSA community
• A Bachelor’s or Associate’s Degree in technology OR equivalent education in related field plus 2 years of hands-on work experience in the IT industry
• Current working knowledge of computers, printers, laptops, Windows OS and common windows applications
• Proficiency in Microsoft Office Suite
• Strong customer service and communication skills
• Ability to communicate effectively, both orally and in writing, and ability to communicate complex technical concepts to IT and non-IT audiences
• Excellent inter-personal skills and ability to work independently and as part of a team
• Two to five years of experience on multiple platforms
• Familiarity with KACE, SharePoint, Checkbox Online, or similar products
• Demonstrated ability to build effective relationships across diverse internal and external groups
• High potential for strong and immediate contributions
• Responding to and diagnosing problems through discussion with users
• Ensuring a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
• Supervising operation of help desk and serves as focal point for customer concerns
• Providing support to end users on a variety of issues
• Responds to telephone calls, email and personnel requests for technical support
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Recommends systems modifications to reduce user problems. - Will respond to moderately complex or non-routine user questions on a variety of systems issues
• Document problems and resolutions through a tracking program
• Supporting shift work
• Minimum one year supporting help desk activities; responding to moderately complex or non-routine user questions on Solaris-, UNIX-, and Windows-based computer systems
• 2+ years related experience
• Experience using a problem tracking program, for example, Remedy or Service Now
• Experience supporting Intelligence, DoD, or DHS Customers
• Experience supporting applications in a virtual environment
• Experience working with an Agile development team
• Basic network engineering and configuration experience

Email Help Desk Specialist Resume Examples & Samples

• High school diploma or equivalent; 2 years of college preferred
• Strong analytical skills and ability to apply those real-time
• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
• Excellent problem solving and decision making skills
• Excellent oral and written communication skills and interpersonal skills
• Dependability regarding completion of assignments and attendance
• Strong knowledge of customer care processes and techniques
• Dedication to providing exceptional customer service
• Self-motivated to achieve greatness in a fast-paced work environment
• Knowledge of golf and tee times distribution preferred
• Providing remote tier 1 & 2 IT hardware and software support to restaurants, regional office and regional users
• Ensuring IT issues are escalated to the appropriate level IT Support team members when necessary
• Obtaining end-user information and logging all incoming calls and emails into appropriate ticketing system
• Working a dynamic schedule through an on-call rotation process seven days a week
• Ensuring restaurants and regional users are completely satisfied with IT support services
• Serving as point of contact for other members of IT
• Following up on open issues via phone, email or ticketing system
• Attending monthly store visits with local Regional IT Support Specialist/IT Support Manager
• Participating in educational opportunities and obtaining job related certifications
• Have excellent customer service, organization, and communication skills
• Possess strong process management skills
• Understand software, hardware, telephony and connectivity
• Have an A.A. in Computer Science, or an equivalent in education and experience, with six (6) months or more experience in a help desk environment; A+ certification and HDI certification preferred
• Be able to acquire data, multi-task, work independently and focus on objectives while being detailed oriented
• Possess strong problem solving skills
• Have experience with issue management and facilitation
• Enjoy minimal travel
• Previous experience working in a help desk/technical atmosphere required
• Intermediate technical PC skills including knowledge of operating systems, networking, and/or hardware required
• Knowledge of mobile devices and 'shrink wrap' technology preferred
• Must be detail oriented and have strong communication, customer service, analytical and problem solving skills
• Ability to maintain confidentiality is essential
• 2+ years related work experience required
• Associates Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification. Prior Army or Army Recruiting experience is a plus
• Knowledge of ISO/ITIL processes and documentation standards a must
• Secondary certification relative to the Computing Environment (A+, Microsoft)
• Basic Hardware and software troubleshooting
• 2 years’ experience providing PC troubleshooting and desktop application assistance over the phone
• Experience providing end-user computing support for Microsoft Windows XP, Vista, and Windows 7
• Associates degree or equivalent work experience
• Experience using remote desktop technologies to provide remote end-user assistance
• Experience with system imaging technologies and file system partitioning tools
• Experience providing end-user desktop support for Apple hardware and the Mac OS X operating system
• Experience with remote software distribution technologies for Windows operating system. (e.g., AD published MSI files, WSUS, SCCM, Live)
• Previous work experience supporting Microsoft Windows in a corporate or academic environment
• Previous experience supporting Linux desktops
• Previous experience supporting Mac OS
• Recent Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Certified Technology Specialist (MCTS)

Tier, Help Desk Specialist Resume Examples & Samples

• 1+ years of helpdesk/systems experience (Required)
• 1-3 years experience and an A+ certification. Tier 1 support
• A+, Network+, or Security+ certification (Required within six months of hiring)
• Master’s degree and 5 years of experience, Bachelor’s degree and 7 years of related experience, or High School and 11 years of related IT experience
• Must have at least 5 years of experience in providing Help Desk support in an MS Windows environment: Troubleshooting call-in, desk-side, and server-side IT hardware and software problems; developing related procedures and knowledge base; coordinating and performing activities for operating system and server refreshment projects; providing training on newly implemented technologies and systems
• Must be a US Citizen or US Permanent Resident (Green Card holder)
• Must be able to obtain and maintain a US Position of Public Trust
• Microsoft MTA, MSCA, and/or MCSE certifications
• MS-Office Suite expertise
• HP-Service Manager familiarity
• Customer management skills
• VMware familiarity
• Gathers data and provides basic troubleshooting techniques for all computer software and hardware issues
• Ability to apply basic analytical skills and present facts to ensure proper problem determination
• Resolves all basic technical support issues, tracks and documents pertinent information in a timely manner according to Standard Operating Procedures
• Utilizes available tool set to monitor, identify and resolve basic problems
• Escalates issues within Service Level Agreements, follows up and updates customers on status inquires
• Partners with ICT and business contacts and effectively communicates relevant ICT company related matters to ensure rapid resolution
• Emits a positive, enthusiastic service attitude at all times and understands how to handle difficult situations using proper discretion and respect
• Complies with all specified department, unit and Help Desk Best Practices processes, goals and metrics
• General understanding of the various lines of business within the Crawford entity, their function and importance to ensure solutions align with business needs
• Upholds the Crawford Code of Business Conduct at all times
• May be required to be the designated on call person to handle problems after normal business hours/and or during weekends utilizing a pager or cell phone as well as schedule change assignments
• Participates in special projects or performs duties in other areas as requested
• Operate as the first contact for all internal technical support requests via email, phone & in person
• Respond to requests from staff requiring assistance with issues relating to desktop computing and telephony on both Macintosh and Windows (80/20) workstation hardware and software, application support, and connectivity issues
• Full Microsoft Office 365 service administration including; OneDrive, SharePoint, Exchange, Groups, Mail, Calendaring
• Administer file services both locally and in cloud services
• Video conferencing, desktop and softphone configuration and deployment.Inventory and procurement hardware and licensing
• Remote administration via online tools to deploy software applications and technical solutions
• Printer configuration and support
• Assist coordination of office renovations and new builds
• Work as part of an international team of “Solutionators” to provide top tier technical and customer service to our community of incredible staff spanning the globe
• Ensures staff are kept informed of time delays associated with the problem resolutions, the nature of the problem or the volume of outstanding issues requiring resolution
• Meet with IT management on a regular basis to discuss, evaluate, and implement any change to services that may be required
• *QUALIFIED APPLICANTS MUST HOLD APPROPRIATE CITIZENSHIP OR DOCUMENTS PERMITTING THEM TO RESIDE AND WORK IN CANADA***
• Two years experience in customer service / help desk related position
• A+ or Network+ required
• Comptia Security+ required 180 days after hire date
• Bachelor's Degree (or internationally comparable degree) – Preferred
• Bachelor’s Degree (or internationally comparable degree) – Computer Science or a related field - Preferred
• A+ Certification – Preferred
• Experience with Networking Technology – Preferred
• A minimum of 2 years customer service experience in a client service or help desk environment (equivalencies may be considered) – preference will be given to candidates with banking or financial experience
• Working knowledge of the Bank’s core systems, desktop and user applications (Temenos T24, Windows 7, Office 2010)
• Strong experience in ticketing systems (i.e. ServiceNow, Remedy, FrontRange)
• Aptitude for information technology and a strong desire to learn
• Provide end users with quality support by providing first level incident resolution, including moderately complex issues requiring analysis and in-depth systems and application knowledge
• Accurately record all incidents in ServiceNow and escalate where required
• Provide support to Help Desk Specialist I with resolution of tickets/issues
• Administer user accounts and groups, including but not limited to Temenos T24, Active Directory, Exchange, Doxim, Sun GL and WAVE
• Assist with documenting and maintaining knowledge base articles/documentation for support staff and end users
• Assist with relatively simple projects involving Banking Operations, Infrastructure Operations, End User Computing, Application Maintenance Support and Service Management
• Working knowledge of fundamental operations of relevant software, hardware and other equipment (Windows 7)
• Knowledge of service desk ticket tracking applications (Microsoft System Center Service Manager)
• Knowledge of virtual desktop environments a plus
• Knowledge of network printer support a plus
• This position requires a Top Secret clearance, with the employee clearable to SCI w/ Counterintelligence Polygraph
• Experience working in an environment with multiple networks of varying classification
• CompTIA Network+ Certifications
• 1+ year of Help Desk experience
• College Degree in a related field
• Working knowledge of SharePoint
• Microsoft Office/Suite proficient (Access, Excel, etc.)
• Experience supporting a Retail corporation
• High school diploma or general education degree (GED) required
• Excellent customer service, interpersonal, and organizational skills
• Ability to work in a fast paced changing environment
• Good analytical and communication skills, sound judgment, and the ability to work effectively with customers and other IT staff
• Must be dependable, reliability, and a self-starter
• Must be a results oriented, team player
• Excellent decision making and problem solving skills
• Understanding of Windows based applications
• Familiarity with relevant Operating Systems, Microsoft products, and Networking
• Experience with Internet Explorer, Google Chrome, and Mozilla Firefox browsers
• Ability to recognize priority issues and escalate accordingly
• Translate technical terms into non-technical language when working with customers
• Understanding of computer terms and acronyms
• Ability to learn, document, and train new processes and procedures
• Experience with Peregrine Service Center, Heat or similar ticketing systems
• Experience with printers, Desktops, Laptops, Tablets, and other Smart Devices
• Daily work hours - Monday through Friday 9:30AM - 6:00PM
• Bachelors degree in Computer Science or Management Information Systems, or similar discipline preferred
• 2 - 3 Years' experience in providing end user technical support
• Willing to work shift rotations until 9:00PM, Saturday 8:00AM - 2:00PM, and Holiday hours as needed

Operations Help Desk Specialist Resume Examples & Samples

• Demonstrates a technically proficient technical knowledge in the functionality of several of the following products
• Analysis and reconcilement of various reports daily; online banking, funds transfers, etc
• Maintains a good working relationship with bank employees. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization
• Additional duties as required
• 2-5 years: Specialized experience, specifically in banking: operations, retail, branch operations, balancing, reconciling
• 2-5 years: General experience
• Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements at a moment’s notice, sometimes in very stressful situations
• Provide desk-side information technology support to U.S. Army war- fighter customers/users at a military installation
• Must correspond professionally and promptly with co-workers and supervisors, in person, verbally and in writing
• Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others  
• CompTIA Security+ certification earned before 2011 with enrollment in their Continuing Education program OR a CompTIA Security+ certification earned on or after 1 January 2011 with automatic enrollment in their Continuing Education program AND at least one additional related computing environment (desktop OS) certification. Examples: MCITP (Enterprise Desktop Support Technician), A+, MCDST, MCP or HDI Desktop Support Technician

POS Help Desk Specialist Resume Examples & Samples

• Good troubleshooting and diagnostic skills are a must
• Basic knowledge of PC hardware, SQL and networking is preferred
• Ability to work some evenings and weekends and to travel to stores
• Must maintain a current, valid driver’s license
• A+ certification or other PC certificates helpful, but not required
• Prior Help Desk Support is also helpful
• Manage small projects and provide technical leadership to Helpdesk administrators
• Provide a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets; maintain proactive and timely communication with customers via multiple mediums (voice, tickets, email, IM)
• Act as a strong technical resource and escalation point for multiple technologies, including Mac and Linux desktop systems
• Extensive Experience as a customer advocate and Technical Lead as part of a global Help Desk staff
• Experience supporting a high tech and software development environment
• 5+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware
• 4+ years experience maintaining Linux operating systems, hardware and packages
• 3+ years experience administering Mac\Windows client operating systems and packages
• High level of competence with Mac OS, Windows and Ubuntu Linux operating systems
• Knowledge of packaging, scripting and automation
• Strong knowledge of networking fundamentals and protocols (DHCP, DNS, HTTP, basic switching)
• Microsoft, Linux and Mac Certifications are desirable but not essential – actual on-the-job experience is key
• Five years’ experience in Information Technology required including at least 3 years of customer service experience in IT
• Journeyman- Possesses and applies expertise on multiple complex work assignments
• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks
• Perform help desk functions, including tracking help desk tickets, assigning help desk tickets to other organizations, and collecting necessary information to populate help desk ticket fields
• Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
• Provides support to end users on a variety of issues
• Responds to Help Desk calls and tickets. Resolves technical problems. Follows documented procedures and records activities properly in the Help Desk service management system
• Participates in Bank projects including the setup of new branches and the conversion of acquired branches
• Prepares documentation for disgnosing and resolving new problems. Assists in the preparation of new procedures
• Escalates significant incidents and provides periodic updates through resolution
• Updates system access rights on internally and externally operated systems for Bank personnel and contractors. Supports the setup access rights for new hires, transfers and return from Leave of Absence. Disables access rights for terminations and people going on Leave of Absence
• Assists with replacing or repairing failed equipment from time to time
• Performs other duties which may be assigned from time to time
• Bachelors Degree or higher in a Compter Science discipline
• Certification in Microsoft network computing technologies such as A+ or MCP Certification in Help Desk Management -- HDI
• Experience using a Service Managemenmt software such as Remedy, HelpStar/ServicePRO or ServiceNow
• Experience working on a Help Desk
• ITIL Certified or experience in ITIL service delivery
• Provide Tier 1 help desk support for AFRC personnel to report incidents and make service requests for services and applications
• Provide coordination and distribution of outage notices, center wide emails, and overhead paging
• Provide conference room schedule and set up support; coordinate customer audio/visual and room configuration requirements
• Provide assistance with training, outreach, and documentation efforts for end-user services and applications
• Provide Operator service for the AFRC main phone line. Redirect callers as needed to the correct person/office
• Submit tickets in support of on/off boarding of employees
• High school diploma or equivalent (technical school training)
• 1-2 years directly related work experience
• Experience working in a call center environment
• Ability to clearly make announcements via a public address system
• Good communication skills, both verbal and written
• General knowledge of Windows and Mac IT systems
• US Citizenship is required for this role on Edwards, AFB
• IT troubleshooting experience with software and/or hardware issues
• Experience utilizing a help desk ticketing system
• General knowledge of Microsoft SharePoint
• Troubleshoot, resolve or escalate problems or incidents correctly and document all of the foregoing
• This role will primarily be taking remote access and non-clinical calls for the help desk
• Typing skills 25+ words per minute
• Able to spend considerable time on the phone
• Ability to install/configure “off the shelf” applications
• Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.)
• Responsible for providing the first-line of telephone technical support of hardware, systems, and software applications for customers and/or employees
• Answers questions about installation, operation, configuration, customization, and usage of assigned products
• Applies diagnostic techniques to identify problems, investigate causes and recommend and implement solutions to correct common failures
• Provide remote support and trouble shoot issues with customers to resolve issues
• Escalates complex problems to higher level of expertise within organization
• Previous computer technical support experience preferred. A+, MCP, Dell or other industry identified certifications are preferred but not required
• Active Directory, Expert
• Microsoft SharePoint Services, Expert
• Microsoft Exchange, Expert
• Microsoft Office Communication, Expert
• Microsoft Unified Communications, Expert
• Use of a variety of resources including co-workers, support teams, knowledgebase, etc. to resolve customers’ technical issues
• Provide excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment is a must
• Explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications
• Be able to quickly learn support skills for new applications
• Effective time management and project management skills are expected
• Scope of support may be limited to a specific subset of calls
• Must maintain a positive and supportive attitude while working in a fast-paced and continuously-changing environment
• Have an upbeat personality as well as a proven balance of outstanding customer service/focus and strong technical expertise to be able to provide an exceptional customer experience
• Previous call center/phone support experience in a technical/customer support role preferred
• Ability to work well independently as well as with others in a team-based environment
• Knowledge or experience in remote access, multi-factor authentication (RSA) and/or mobile device management (AIRWATCH) and Windows 10 is also helpful
• H.S. Diploma / GED and 4+ years of experience in an IT or call center environment and 2 years of experience in a customer service position; OR Associate's degree with 2 years of experience in an IT or call center environment or a Bachelor’s degree
• Provide customer event support in a fast-paced environment with minimal supervision
• Maintain logs, records and files
• Develop, draft, write and edit reports and briefs
• Provide end-user support
• Prepare and/or maintain documentation, procedures and methods, including user references
• Escort personnel during events
• Excellent verbal and written communication skills in language to be supported
• Experience in troubleshooting in a technical environment
• Software and hardware knowledge of computing, storage and peripheral devices
• Understand the customer to be an advocated for the customer

Help Desk Specialist Lognet Resume Examples & Samples

• Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product
• AA or equivalent + 0 yrs experience
• Must have an active Secret Clearance
• Must have an IA Level 2 (Security + CE) certification
• Provide support for the Executive Office for Immigration Review
• Troubleshooting and ultimately resolving end user issues via phone or in person
• If unable to diagnose the problem in a timely manner and/or the problem requires physical interaction the issue will be escalated to another support tier
• You will open, track and close issues utilizing the Service Manager ticketing system as well as ensure that the issue is resolved in a timely manner and provide updates throughout the process while you are working this issue
• Customer service experience is highly desired as this is a highly used skill set for the position
• Completing common work orders
• Address and resolve basic incidents and requests
• Dispatching work orders
• Log all incidents and requests
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Engages other Help Desk resources or appropriate IT resources to resolve incidents that are beyond the scope of their ability or responsibility
• Provide phone support
• Customer Service Skills
• 4-year Bachelor Degree
• 2-years Call Center experience
• Answer and respond to customer phone calls and emails
• Create and manage tickets in Remedy
• Resolve users’ issues; primarily related to email, account passwords, network connectivity as well as requests for information
• Create SOPs and other documentation as needed
• Provide first level problem resolution on the telephone with users
• Walk the user through a series of steps to determine problem and classify level, priority and nature of problem
• Dispatch field engineers from appropriate team to diagnose problem and/or problem requires physical interaction with end user
• Open, track, and close trouble tickets
• Track activities of field engineers to whom tickets were assigned
• C4I Systems Helpdesk Specialist will support a high-volume Naval Command, Control, Communications, Computers, Intelligence (C4I) Service Center
• He/She will perform basic troubleshooting methods to remotely isolate Fleet problems from a system level perspective to a sub system resolution
• Candidate will document precise details of system problems for analysis by Tier II or Tier III support elements
• He/She will also perform Service Center Trouble Ticket status checks with both internal and external customers
• Candidate will process user account access applications for higher level review and approval
• He/She will perform password resets as required
• He/She will be expected to work independently to solve problems quickly and completely
• Candidate will be on-call over weekends on a rotational basis with other team members and may be required to work extended hours, as needed
• An Associate's degree from an accredited institution in engineering, information technology, or a related technical field is a plus
• A valid High School diploma or GED and at least three (3+) years related experience in information technology and/or C4I systems support is required
• Must be professionally proficient with Microsoft Office and other common business software applications
• Must be knowledgeable of standard network security and information assurance concepts, practices and procedures
• Prior experience as an operator, systems administrator, or maintainer supporting Naval C4I systems and subsystems (Global Command and Control System Maritime (GCCS-M), OR Naval Tactical Command Support System (NTCSS) is highly desired, but not required
• Familiarity with the Remedy AR Help Desk tick generation software is also desired, but not required. Current DoD 8570 baseline certification, equivalent to IAT II (or higher)
• Examples include: CompTIA Security+, GIAC Security Essentials Certification (GSEC), and ISC2 System Security Certified Practitioner (SSCP)
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists
• Must have an active Secret clearance
• Must have an IA Level 2 - Security + CE
• Escort non-ManTech personnel supporting ManTech IT equipment/services
• Utilize McAfee e-Policy to Encrypt workstations
• Write and edit knowledgebase articles for both end users and technical analysts to resovle common issues
• A+, Security+ or Network+ Certification
• Provide first-level remote IT services or assist in the delivery of higher level services to our customers Properly enter all calls into the helpdesk system
• Ability to use remote desktop applications to troubleshoot end user PC related problems
• Take ownership for customer problem resolution Possesses working knowledge of customer support business and technology processes: Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. Identify customer-training issues on standard and non-standard products
• Able to contribute to technical discussions with other team members and contributes to the decision-making process
• Able to demonstrate proficiency with Helpdesk tools, Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices Able to demonstrate basic hardware and software trouble shooting skills
• Good problem solving and critical thinking skills
• Organizational skills and ability to attend to details
• Ability to travel as required
• 0-5 years in a technical customer environment Call Center experience preferred
• Retail or financial service industry experience is a plus
• Excellent verbal and written communication and interpersonal skills; attention to detail and accuracy; along with time management and organizational skills
• Ability to work independently and as part of a team to meet deadlines
• Experience with Windows 7/10 Operating Systems and MS Office 2007/20102013
• Strong experience troubleshooting, supporting deploying Windows Workstation
• Experience with Active Directory to register CAC certificates
• Experience with account creation and Outlook
• Ability to document, research, identify and solve technical problems on initial call and/or triage where appropriate for resolution
• Must be able to support and troubleshoot both classified and unclassified networks
• Strong customer service experience
• DoD 8570 Certification at start of position
• Demonstrated excellent written and oral communication skills
• Familiarity with Windows 7/10 workstation OS image creation/deployment
• Supporting Outlook messaging issues
• Responsible for providing Service Desk services that support users by addressing events, user incidents and requests either by responding and resolving them internally within SENS3 or by transferring responsibilities to external service providers to assist in resolving them, while continuing to proactively monitor and assist in resolving them on each user’s behalf
• Assist users at remote sites in configuring equipment to allow them to access HSDN and C-LAN networks and applications; and provide in-person support to resolve trouble tickets that cannot be resolved remotely
• If travel is required, it must be approved by the Government

Software Licensing Help Desk Specialist Resume Examples & Samples

• Ensure accuracy of orders submitted through the router
• Analyze product mix on orders and/or quotes and makes upsell and cross sell recommendations as appropriate
• Assist with Software Assurance Benefits (SAB) activation calls and walkthroughs on Microsoft’s Volume Licensing Service Center (VLSC) site
• Participate in campaigns focused on driving upsell goals
• Enter all anniversary orders into SPS within Microsoft time lines
• Provide Licensing Specialists with information that supports achievement of
• On-time Renewals and True-ups
• Support software licensing specialists and account managers with operational and administrative tasks associated with licensing tasks
• Respond to email or phone inquiries from Account Managers and Account Executives
• Become a subject matter expert for all assigned software and order processes
• Continuously identify opportunities for process development and improvement
• Responsible management of accuracy for all assigned software orders
• Respond to all Select Plus Proration Requests utilizing Microsoft Proration Tool
• Provide quality assurance by checking and ensuring all steps for software agreements are followed
• Proactively manage the Select/Select Plus annual payment orders
• Handle order escalations with internal departments and vendors
• Submit Microsoft Licensing Statement (MSL) requests
• Handle inbound Microsoft Inside Territory Manager (ITM) requests
• Handle Next Generation Volume Licensing (NGVL) requests
• Assist with EA Workbook and True Up Worksheet builds
• Create Microsoft contracts upon request
• Provide guidance to sales on quotes and opportunity pricing based on established pricing structures
• Engage with internal departments such as Purchasing, PPM, Finance and the Bid Desk to assist in the completion of daily operational requests
• Effective management of software practice tools
• Act as escalation point for all contractor requests
• Achieve necessary certifications in assigned license programs as needed
• Associate’s degree in Business or equivalent experience
• 2-yrsexperience with MS Office applications (Word, Outlook, PowerPoint)
• 2-yrs customer service experience
• Proven track record of high satisfaction ratings from project stakeholders
• Strong internal and external customer focus
• Committed to building and maintaining strong working relationships with management and staff
• Demonstrated strict attention to detail, accuracy and completeness
• Ability and willingness to conduct research and learn new systems/reports
• Well organized with the ability to prioritize project work
• Must work proactively and manage multiple tasks
• Proficient with Microsoft Outlook, Word and Excel in addition to basic computer knowledge
• Good communication skills with internal and vendor stakeholders
• Maintain positive working relationships with management and staff
• Experience in similar role
• Provides first line of support and problem resolution for technology products or applications
• Analyzes simple to moderate issues and determines appropriate technical area or vendor to resolve problems
• Actively uses and updates the knowledge of product in order to resolve issues. -Understands and desires to meet individual and Service Center goals
• Basic experience troubleshooting PC hardware & iPads
• Customer Service experience specific to phone support
• Active Directory experience resetting passwords is a plus
• Provide remote support using Bomgar
• Provide tier 1 phone support for all corporate and field employees (1,400 properties)
• Troubleshoot Windows 7
• Troubleshoot PCs, laptops & iPads
• Troubleshoot Dell, HP & Lexmark printers (connecting to the network)
• POS Support (training is provided)
• Resetting passwords using Active Directory
• Heat is the current ticketing system
• This group receives roughly 500-600 calls daily
• There is anywhere from 5 to 9 agents working on the desk at a time
• Ability to work in fast paced environment
• Good analytical and communication skills
• Dependable, reliable and self starter
• Results oriented self starter

Associate Help Desk Specialist Resume Examples & Samples

• Knowledge and experience in desktop support and be able to the JWAC environment
• Provide support, maintenance, deployment, and enhancement to the desktops, servers, printers/peripherals, and network infrastructure
• Support the provisioning of service desk/help desk support during the working hours of 0700-1600 Monday through Friday
• Lift and move equipment weighing up to 50 pounds

Help Desk Specialist, Junior Resume Examples & Samples

• 2 years of experience in a professional work environment
• 1+ years of experience with IT or computer information systems
• Experience with resolving Tier 1 and Tier 2 help desk trouble tickets
• Experience in working with Microsoft Office
• Knowledge of networking concepts and technologies
• Experience with using a ticketing system, including Remedy and supporting Windows and Linux administration
• Knowledge of the architecture and terminology used in enterprise–scale IT environments
• Knowledge of the DoD Enterprise Service Management Framework (DESMF)
• 3 years of experience in a professional work environment
• Ability to perform hardware and operating system troubleshooting
• DoD 8570 IAT Level II Certification or ability to obtain within 90 days of hire
• Experience with working for or providing support to the DoD
• Experience with DoD programs and initiatives
• Experience with using a ticketing system, including Remedy
• Experience with supporting Windows and Linux administration
• Experience with supporting networking and security hardware
• High School Diploma or equivalent (GED) is required. Additional certifications may be required
• One (1) year Information Technology experience, including work experience in customer service is required
• Knowledge and understanding of how technology can be applied to provide advanced system support
• Advanced knowledge of PC hardware and peripherals associated with applications
• Effective communication skills, ability to read and follow instructions accurately, timely and effectively
• Excellent customer service skills and the ability to work with all levels within the organization and working within a team
• Ability to perform daily work activities of the position assuring prompt and effective response to customer needs
• Proficient in analysis and problem solving, ability to assess customer needs and determining appropriate solutions
• Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies
• Solve Customer problems over the phone (software installation, networking, etc.)
• Provide support to internal/external sales personnel, resellers, and end user customers
• Set up and maintain data bases for customers and resellers in back office systems
• Accomplish tasks without considerable direction and /or supervision
• Proficiency with Microsoft Excel, Microsoft Office, and data bases
• Knowledge of network operating systems and network setup
• Strong telephone communication skills
• Excellent phone support and troubleshooting
• Prior work experience in Help Desk Support, Customer Service and or Technical Support environments
• Prior administrative experience, with an emphasis on working with databases
• Preferred: Advanced Networking skills would be a plus

IHT Help Desk Specialist Resume Examples & Samples

• Provide general interpretative guidance on the OPM handbook, Tiered Investigation Guide, and subsequent clarifications, and their application to field investigations, including coverage
• Determines whether additional scheduling of investigative item(s) is necessary according to established guidelines, parameters, and standard operating procedures
• Provide guidance on reporting investigations into and navigating FWS, PIPS, and CMS systems
• Assist the field investigators in reworking deficient cases
• Proficiently use the Internet to research addresses and phone numbers and will be able to provide guidance and tips regarding specific geographical areas
• Regular and punctual attendance during assigned working hours
• Ability to provide timely responses to inquiries
• Assist internal and external customers in the sale and support of products and services
• Provide technical assistance and support to clients relating to use, operation, and maintenance of equipment
• Review blueprints, plans, bills of material, and other customer documents to ensure salability and proper integration of equipment
• Issue return authorizations and manage the return materials process including failure analysis and coordination of vendor returns of non-conforming product
• Assist QC and Product Development in testing and validation of existing and new products
• Assist the Department Manager in maintaining the item master database as directed
• RMA / Quality Control Clerk functions - creating and communicating Returns to customers and processing returns when they arrive at the facility
• Product testing and validation of returns and products
• This will be the primary function of the position

Lead Help Desk Specialist Resume Examples & Samples

• Responsible for documenting, creating and following policy & procedures
• Function as a mentor for Help Desk Specialists providing training and guidance for complex desktop issues
• Project management of PC related projects
• Contribute towards driving future desktop platform & service
• Resolve Level II and advanced level PC problems
• Build and test all OCC desktop images (physical & virtual) and write related documentation
• Document all PC software and hardware procedures
• Write and maintain all PC (physical, virtual and application) related baselines
• Provide management with weekly status report
• Refer major hardware problems to service personnel for correction
• May provide dedicated PC support for departments and special projects (application testing and implementations)
• Perform on-site support PC support for all scheduled Disaster Recovery tests and emergency situations
• Resolve any/all open Disaster Recovery issues prior to next scheduled Disaster Recovery test
• Represent PC Administration in project turnover meetings
• Installation and replacing end user IT workplace equipment (pc’s, smartphones, printers, collaboration tools)
• Support managing local servers and networks in collaboration with global IT teams
• Processing and taking ownership of tickets from customers
• Administration of IT assets (hard- and software)
• Training and education of users in relation to IT workplace and collaboration tools
• Contributing to improvement of IT services and knowledge databases
• Supporting local applications (where applicable and in line with global policies)
• Following (internal and external) audit requirements
• Being specialist or expert in one or more relevant IT areas
• Responsible for support customers regionally or globally in their area of expertise
• Mentoring colleagues and/or students in the team
• Establishing good relationships with business users in all levels and within the SCA IT community
• Minimum of Associates Degree
• ITIL Certification preferably
• Two plus (2+) years experience of service desk
• Hours:10am-7pm (CST) or 8am-5pm (PST)
• Knowledge of Office, Office 365, and Windows Software
• Customer oriented
• Structured and organized
• Communication skills
• Sense of urgency/stress resistant
• Training and presentation skills
• Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed
• Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution
• Assists less experienced staff in developing appropriate responses
• Must have an AA or equivalent + 0 yrs experience
• Must have experience with Call Tracking System & Customer Service
• Nice to have BMC Remedy, AMC C2 Systems, & Tier 1 Help Desk
• Required Certifications: A+, Network +, or Security +
• Provide desk-side support and assistance when needed
• Assist users in maximizing use of networks and computing systems
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
• Understand and comply with all elements of the Promega Quality System outlined for the position
• Able to work effectively under minimal supervision
• Able to communicate in a friendly and effective manner with non-technical and technical people
• Excellent problem-solving, interpersonal, verbal and written communication skills
• Ability to maintain patience, a customer-friendly attitude and work in a team environment
• Ability to maintain a safe and clean working environment
• 2 years work experience in a similar environment
• Frequently required to sit, stand, walk, talk, hear, bend and reach
• Identify, research, analyze, diagnose, resolve and close service tickets in a quality and timely manner
• Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity
• Troubleshoot technical problems with Local Area Networks & Wide Area Networks
• Provide Tier 1 support for Cisco unified communications applications such as Call Manager & Unity Connection
• Engage vendor support for issues requiring product support
• High School Diploma required; Associates Degree in Information Technology or related, preferred
• 1+ years of customer service or technical support experience. Technology Services or Managed Service Provider industry experience preferred
• Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications, and wireless networking
• This position will be under general supervision, responsible for receiving all user comments, questions, and complaints about software and systems utilized by the client
• Support will be performed via telephone and remote system log on
• This individual shall be capable of understanding the use of the application from a user perspective and capable of implementing software and hardware repair via remote log on
• Ability to communicate clearly to a wide spectrum of users is required
• Assists in solving problems within general guidelines, and applies a wide range of techniques and resources to detect, identify, and compensate for or eliminate problems
• Monitor service delivery and service support to ensure timely IT support services to the user community located in the National Capital Region, and various remote and contingency sites
• Follow escalation procedures for resolving IT issues at the appropriate level of experience (i.e., Tier 1, 2 or 3) and providing appropriate and timely notification to Government representatives for awareness and resolution
• Answer and respond to calls from the TM and/or ATM for urgent requirements and priority support
• Give a prompt and professional response to user requests and resolution of incident tickets
• Provide useful metrics and support the creation of reports that track call data, incident management performance, and problem management performance
• Provide one-on-one, desk-side help
• Maintain Remedy database for users to communicate with the service desk in order to provide real-time technical assistance, information to promote customer awareness, and customer driven problem resolution
• Provide Level 1 support for UNIX applications, Solaris 9 & 10 administration
• Experience working with fax machines, computer software and telephone technology
• Required Certifications: A+, Network+, Security+
• Must have or be able to obtain a Secret Clearance
• Act as a team lead and work with members of the Help Desk Senior Staff to oversee daily operation of Help Desk Desktop and Infrastructure Support teams, including
• Maintain schedule for Help Desk Desktop and Infrastructure Support Staff to ensure appropriate coverage
• Monitor daily phone and system reports to ensure the staff is performing their job responsibilities
• Ensure the appropriate escalation process is followed to achieve proper resolution of the problem
• Identify system wide issues and escalate, if necessary, and follow up on issues to be sure all parties (support teams and customers) are informed and kept up to date
• Provides computer related hardware/software technical phone support and guidance for all of FMCNA employees. Responds to customer calls and questions, identifies, researches, and troubleshoots the issue, determines appropriate action and carries out solution or escalates to management
• Utilizes knowledge of computer software/hardware, resolves intermediate to highly difficult problems
• Researches and evaluates technical information and online departmental procedures for problem resolution. Recommends procedure changes and updates procedure manuals as required
• Monitors the centralized tracking system and resolves issues. Monitors emails sent to Help Desk Senior Staff Team. Researches and analyzes management reports. Determines strategies to streamline the process and reduce calls. Make recommendations to management
• Tracks Help Desk calls from start to completion and provides 24/7 on-call escalation support
• Develop and maintain troubleshooting scripts to be used by the Help Desk Desktop Team, to allow for ongoing training and sharing of job knowledge between the team members
• Assist with various projects as assigned by direct supervisor
• Must have excellent communication skills – verbal, written and auditory
• Effective collaboration skills between various levels of Support within the IT Organization
• Efficient and effective documentation skills
• Must be able to work flexible hours, some holidays and weekends
• Overtime may be required including nights, weekends and holidays
• Must be able to work in a fast-paced team-oriented environment
• Must have good technical aptitude and be a quick learner
• Ability to deal professionally with high volume and high stress situations
• Proficient with Microsoft Office and other software

AP Help Desk Specialist for Fortune Company Resume Examples & Samples

• Evaluating vendor invoices and determining status
• A minimum of an Associate’s degree with 1 year business experience; OR a High School diploma with 2+ years business experience
• Experience working in an Accounts Payable or customer service role
• Experience working with Microsoft Office suite
• Experience working in a publicly-traded company
• Seven (7) or more years engineering experience in the design, development and implementation of Microsoft Windows Enterprise Systems to include developing and testing software solutions; analyzing system performance standards, analyzing systems flow, data usage and work processes; conferring with users and management to derive system requirements; problem investigation and resolution
• Engineering experience with Microsoft Active Directory to include: Granting privileged Access, Configuring Active Directory Directory Services (ADDS), Group Policy Objects, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), File Sharing services, Active roles Server (ARS)
• Intermediate or advanced PowerShell scripting
• Experience installing, configuring, upgrading and migrating Microsoft Windows 2012 R2 servers
• Experience providing Tier 3 support in an enterprise level, globally distributed environment. SYS ADMIN LEVEL II preferred
• Experience creating quality Detailed Design documents, Test Plans, Implementation Plans and Standard Operating Procedures
• Demonstrated aptitude for learning and rapidly mastering new applications and technology
• Excellent organization and communication skills, both written and verbal
• Proven ability to multi-task and to prioritize rapidly-changing task assignments
• Windows Server 2013
• SCOM/SCCM Integration
• Design and/or implementation of enterprise-wide virtualized systems using Citrix and/or VMware technologies
• Dell Quest tools: Change Auditor, Identity Manager, Total Privilege Access Manager, GPOADmin
• Provide support for items such as
• Operating system and internet browser issues
• Desktops, laptops, mobile devices, printers, scanners and other hardware
• Provision general account administration activities
• Utilize an incident tracking system to accurately create, work, and resolve tickets
• Communicate with supervisors, peers, and end users to effectively solve issues
• Providing effective and professional communication
• Ability to follow detailed procedures under stressful conditions
• Availability to work flexible hours in a 24x7x365 environment
• Teleworking capability strongly preferred (must have home work space, high-speed Internet, and compatible Windows computer)
• Excellent Customer Service skills
• Proficiency in Microsoft operating systems
• Troubleshoot user e-mail issues, internal applications, security issues, and desktop hardware/software errors
• Troubleshoot, or escalate issues as appropriate, in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved
• Provide support for desktop and mobile devices as well as application system environments locally at the Help Desk or remotely if needed
• Utilize excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of help desk procedures, products and services
• Work proficiently with minimal daily guidance
• 1+ years experience in a technical support role in either a corporate or retail environment
• 1+ years of experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems
• 1+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
• 6+ months proven experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud or equivalent
• 1+ year experience working with a ticketing system such as Asana, Remedy, ServiceNow, Zendesk or equivalent
• 3+ years experience in a technical support role in either a corporate or retail environment
• 3+ years of experience in support and troubleshooting Windows and Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems
• 3+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
• 2+ years experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud or equivalent
• 3+ year experience working with a ticketing system such as Asana, Remedy, ServiceNow, Zendesk or equivalent

Encompass Application Help Desk Specialist Resume Examples & Samples

• 1) Paperless support to all branches
• 2) Paperless training material
• 3) Assist Senior Encompass Application Specialist
• Assist with managing the Paperless e-mail inbox
• Create and maintain binders for paperless project
• Post all paperless announcements to Company Intranet
• Create and update paperless reports with information regarding Branches that are taken live
• Attend IT meetings regarding the paperless project
• Create and maintain Business Rules binder
• Update Encompass Banker user guides, tutorials, and Power Point presentations as directed
• Assist team members with general and specific Encompass questions
• Provide backup support for Passwords
• Coordinate with the Training Department to keep them updated of any relevant changes regarding paperless training materials
• Assist the Senior Encompass Application Specialist. This includes, but is not limited to
• Provides technical support for desktop, departmental, and mainframe hardware and software computing issues
• Escalates problem incidents and assigns inquiries to management and/or other teams as appropriate. Provides clear and complete descriptive information regarding the nature of the problem
• Provides ongoing training and direction to first level support staffing with attention to triage/communication improvements
• Monitors trends to identify any major system problems and uses professional judgement combined with established protocols to set priorities. Provides a comprehensive assessment to all Information Technology teams to prevent system outages and/or to facilitate problem resolution
• Assigns, maintains, configures and monitors user and work group accounts on all applicable platforms. Ensures completeness and accuracy of information, and confirms appropriate authorization
• Responsible for computer system sign-on access privileges including account creation, activation, maintenance, and deletion
• Resolves problems with account access privileges on request
• Communicates Information Technology policies to the user community, including, but not limited to, access, procurement, installation, and support
• Communicates with users to ascertain that requests/problems are resolved and that users are satisfied with the resolution. Initiates and follows up on any additional required action
• Conducts informational/educational sessions for user community both in group and individual sessions
• Contributes to the development of Help Desk standards, procedures, and policies. Contributes to the design and implementation of all Help Desk systems to provide a high quality, responsive service that facilitates problem reporting and resolution
• Effectively markets Information Technology by developing and maintaining positive working relationships with physicians, department managers, support staff, and department colleagues
• Maintains state-of-the-art technical knowledge to support an increasing inventory of desktop, departmental, and mainframe software and hardware products
• Actively participates in team meetings, bringing forward challenges and offering solutions for the users' working environment
• Contributes to strategic and tactical planning of Help Desk services
• Contributes to publications regarding User Services
• Develops and maintains departmental software including table maintenance and knowledge bases
• Carries pager during scheduled work hours and responds to pages in a timely fashion
• Works independently, reporting to the Help Desk Team Leader and the Associate Director on a regular basis
• Works a flexible schedule when necessary
• High School Diploma or equivalent (GED) required. Additional certifications may be required
• Work experience in customer service and/or Information Technology is preferred
• Basic knowledge and understanding of how technology can be applied to provide standard system support
• Basic knowledge of PC hardware and peripherals associated with applications
• Basic analysis and problem solving skills to assess the customer needs and determine appropriate solutions

Help Desk Specialist Tier Resume Examples & Samples

• Provide phone, email, and help-desk support for local and off-site users
• Manage and monitor problem ticket treads. Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Maintain a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance
• Maintain and monitor all incidents records within the ticketing system and provide assistance in their resolution when reviewing incident records
• Document customer requests in call tracking system and record the action(s) taken and follow up on deferred actions
• Keep customers informed of progress and status of calls/tickets
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
• Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate
• Resolve all customer calls/issues within 20 minutes timeframe or escalate the call or ticket to the appropriate queue/group for resolution (Tier 1, Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, and Audio Visual Support)
• Respond to and diagnose problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps
• Provide assistance and participate on new project(s) testing and deployment/delivery
• Ensure all staff respond to customers in a friendly and professional manner
• Ensure that all responses given are technically accurate
• Provide 2nd level escalation support to the Tier 1 Help Desk
• Provide remote and on-site troubleshooting for hardware and software support
• Resolve Call Center Tech Support tickets and provide desk-side support to the rest of the Civil Division customers
• Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third party software
• Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system
• Work with VIPs, providing a “white glove” service where necessary
• Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors
• Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted
• Travel to all Civil Division sites in the Washington, DC National Capitol Region as needed for break/fix tickets
• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort
• Participate in project deployment
• Coordinate the logistics of and conduct the movement of assets and equipment to various Civil Division facilities when needed
• Maintain an organized resource/hardware Government furnished storage room(s). The Government shall give the contractor many resource/hardware items, and it is expected that the contractor keep track of all of it, and will be able to quickly retrieve an item from the storage room(s)
• Interfaces with multiple levels of end users; residents, departmental staff and management, and departmental/campus technical staff
• Participates in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends
• Performs quality monitoring for team in order to ensure quality service and customer satisfaction, and that business objectives are achieved
• Three years of experience as a coordinator in an information technology support environment
• Technical or bachelor's degree in related field
• Experience in building relationships with end-users, software developers, and IT support teams
• Excellent interpersonal and communication skills, both written and oral
• Ability to multi-task and meet critical deadlines while in a fast-paced environment
• Technical writing/user documentation experience
• Previous supervisory or team lead experience in a call center or customer service related function
• Experience in supporting Windows OS, Mac OSX and Linux
• Experience troubleshooting Client/Server applications and Ethernet/Internet connectivity
• Experience in the installation and configuration of operating systems, software applications and network clients
• Answer incoming queue calls and voicemail messages, using department procedures
• Utilize the helpdesk electronic ticketing system, Track-It, according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests
• Configure and troubleshoot Windows 7 in a Microsoft network environment on both desktop and laptop computers
• Provide first-line support and resolution of all data/voice system problems and requests
• Resolve at least 70% - 80% of all calls received, and to coordinate escalation procedures to the appropriate Information Technology staff and/or vendor(s) for those requests that cannot be resolved over the phone
• Provide desktop support at San Diego locations, including troubleshooting PC hardware/software, and network printers
• Interact and collaborate with other staff regarding requests, problems, updates, and resolutions
• Create and manage user accounts, the administration of shared resources, and group membership within a Microsoft Active Directory network operating system environment
• Create and manage user accounts in Google Apps Enterprise portal
• Administer AS400/Client Access user accounts and resolve MS Windows related printing issues
• Follow escalation procedures for situations which require a Helpdesk Supervisor or Helpdesk Manager to become involved
• Notify Helpdesk Manager and Helpdesk Supervisor of any changes within Information Technology that may cause a change in escalation, major outage, server issue, major move, and/or staffing issue
• High school diploma or equivalent required, Associate’s degree from a technical school, or similar technical training, along with a minimum of two years total experience in helpdesk related role(s)
• Strong knowledge of technical equipment and common software packages
• Advanced user-level hardware and software skills, including MS-DOS, Microsoft Windows (7, XP, Vista, Microsoft Office (2003, 2007), Microsoft Access, Microsoft Outlook, Microsoft Internet Explorer, Norton Anti-virus
• Intermediate Networking skills
• Fundamental knowledge of mainframe computers, and Telephony
• Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques
• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment
• Excellent verbal and communication skills required
• Passionate about delivering excellence in customer service within a team environment
• Ability to read, analyze, and interpret general business/technological periodicals, procedures, and journals
• Ability to write procedure manuals
• Ethical, with a commitment to company values
• 2-3 years: The incumbent in this position typically will possess 2 - 3 years previous related experience

Entry Level Help Desk Specialist Resume Examples & Samples

• Troubleshoot and provide excellent first contact customer service support to our end users for questions, problems or issues related to; hardware, software, business applications and networking
• Contribute positively to our customer service, incident, and request service level agreements
• Coordinate escalation and resolution of technical issues with IT teams
• Document, develop, and contribute to ongoing IT process improvement
• Support access provisioning efforts in a dynamic IT environment
• Provide support for key business projects
• Participate in coaching and training for other team members
• Commitment to individual goals by completing ongoing training and development
• Create a positive and professional work environment
• Perform responsibilities within established SOX and Security compliance criteria
• A four year degree is required or a high school diploma with 3 years of customer service experience with a displayed aptitude for IT achieved through such efforts to include be not limited to: volunteerism, coursework, vocational training, school clubs, etc. is required
• Service Desk/Help Desk experience is preferred
• Availability to work alternative shifts (hours of operation 7:00am-7:30pm) is required
• Strong customer service, communication, and follow-up skills are fundamental to your success in this role
• Ability to work independently and in a dynamic environment is also of value
• Monitor, support and troubleshoot the IT infrastructure for operating issues involving failures, degradation and event correlation using various software and hardware monitoring tools
• Work with internal and external clients via the phone to resolve basic problems
• ­ Perform troubleshooting and problem resolution for all types of the IT infrastructure as assigned - hardware, software, telecommunication, business application, customer connectivity, etc
• ­ Escalate more complex problems to senior staff members
• ­ Follow detailed technical documentation and standard operating procedures to perform various responsibilities
• ­ Answer internal or external users' inquiries regarding computer hardware and software to resolve problems
• ­ Configure and set up of workstations and laptops
• ­ Participate in troubleshooting and quickly arrive at workable solutions, advise other on resolution and solutions in issues
• ­ Enter commands and observes system functioning to verify correct operations and detect errors
• ­ Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
• ­ Read technical manuals, read trade magazines and attend conferences and seminars to maintain knowledge of software
• ­ Perform the system backups by initiating nightly and weekly backups
• ­ Refer major software problems or defective products to development departments
• ­ Inspect equipment and read order sheets to prepare for delivery to users
• ­ All other duties as assigned
• ­ 5 years experience in a call center or helpdesk environment is preferred
• ­ Communication skills, particularly phone skills
• ­ Interpersonal skills
• ­ Ability to work in a fast paced high volume work environment
• ­ Knowledge of Microsoft Windows and Office Platform (MCP preferred)
• ­ Knowledge of MacOS, TCP/IP, XML,FTP, Webex, Internet Explorer, Microsoft Active Directory, Microsoft Exchange 2003, Captaris RightFax
• ­ Team Player

ATM Help Desk Specialist Resume Examples & Samples

• Analyzes moderate to complex issues and determines appropriate technical area or vendor to resolve problems
• Maintains written documentation for each call; escalates complex problems to the next level of support as required by documented procedures; communicates efficiently and effectively with customers
• Responds to customer calls, e-mail, chat, and other request tools for technical support
• Understands and desires to meet individual and Service Center goals
• ITIL Service Management Foundation certification preferred
• At least 2 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
• Ability totype 42 (WPM) Words per Minute or more
• Remote computing
• Server software
• Provide client services and end-user support; respond to user requests and problems; troubleshoot, research, and provide solutions for all issues; implement special projects and solutions as requested by users and department heads
• Install and configure all required applications; research and troubleshoot problems relating to these applications; upgrade all software applications as needed
• Determine image configuration requirements; standardize the setups and user environments of all Macintosh computers where possible
• Create, maintain and update master hard drive images of complete Macintosh system setups, including operating system installations and configuration, application installations and serializations, Client network setup and configuration email setup, printer setup, internet access, and remote access; deploy these images regularly on new and rotated computers using a combination of Apple Software Restore, Net Restore and UNIX command-line scripts
• Facilitate all Apple warranty repairs; maintain Apple Care accounts on all Macintosh computers; handle all relations with Apple, including the delivery and repair of all malfunctioning in-warranty computers
• Maintain and update inventory database of all department computers and computer-related equipment; keep track of all assets, serial numbers, purchase dates, and location of all assets
• Perform weekly (or as needed) operating system upgrades, including applying security patches, updating operating system modules and components, installing bug fixes, and updating virus protection software; optimize and fine-tune all operating system installations for optimal performance, speed and network throughput
• Install, Configure, Maintain and update OSX operating system and application inventory
• Repair damaged or faulty hardware, replace computer parts as needed, perform diagnostic testing on faulty hardware, order all needed replacement computer parts. Serve as liaison between Client and Apple on all covered/warranty issues
• Procure new hardware and software as required; work with internal Client ordering processes to bring assets in based on business requirements
• Provide client support and technical issue resolution in person as well as via email, phone and other electronic means (video conferencing, Client Social Network)
• Provide training to clients in the use of system and applications, referring them to knowledge base and online resources for more in depth answers
• Participate in continual service improvement on operational issues in client compute rsystems
• The ideal candidate will also possess the following skills
• Strong interest in technology, particularly Apple products, and agility at learning new products and features
• Ability to deliver great customer experiences in any environment and to be invigorated by constant personal interaction
• Apple Certified Technician
• Strong communication skills that let you converse as freely and comfortably with smallgroups as with individual customers
• Experience with Apple/PC related creative design, web, print, and video applications
• Proficient with setting up and troubleshooting with remote protocols such as ssh, rdp, vncor sftp
• Experience with Enterprise backup application as well as Time Machine backup
• Experience with Apple Script and Java Script
• Able to promptly answer support related email, phone calls and other electronic communications (video conferencing, Client Social Network)
• Experience with Patch management and monitoring tools
• Proficiency in supporting Apple OS and Windows OS as well as staple applications such as MSOffice, Adobe CC, Apple Mail app
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and are subject to change as technical scope evolves. Additional desired technical qualifications include
• 8 years of experience in a service support environment
• Completion of senior level IT related technical certification/program
• Working knowledge of PC/laptop hardware architecture
• Advanced knowledge of Mac and Windows
• Knowledge of LANs, broadband and remote access technologies
• Knowledge of Client software product installations
• ITIL Fundamentals
• Provide Tier II/III contact and incident resolution to customers with hardware, software, and application problems
• Document incident resolution and status in incident database tools (i.e. BMC Remedy)
• Create and manage user accounts, schedule video teleconferences, and provide remote troubleshooting support to customers
• Provide input and update to standard operating procedures
• Working knowledge of computers, printers, laptops, and common Windows applications
• Act as the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff
• Troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing
• Provide excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment
• Able to quickly learn support skills for new applications is also very important for the Help Desk Specialist to be successful in this position
• Excellent technical troubleshooting and problem-solving skills
• Manage time effectively and manage projects effectively
• Maintain a positive and supportive attitude while working in a fast-paced and continuously-changing environment
• Upbeat personality as well as a proven balance of outstanding customer service/focus and strong technical expertise to be able to provide an exceptional customer experience
• H.S. Diploma / GED and 4+ years of experience in an IT or call center environment and 2 years of experience in a customer service position; OR Associate's degree with 2 -years of experience in an IT or call center environment or a Bachelor’s degree
• Possess skilled abilities to customize an operating system. Ability to install/configure "off the shelf" applications
• Responsible for providing the first point of contact for IT related break-fix issues
• Acts as an advocate for the customer ensuring proper focus is maintained and attention brought to customer needs
• Demonstrates competencies to perform basic identification, evaluation, prioritization, and resolution of issues relating to hardware, software, networking, and other computer related technologies
• Minimum 2 - 3 years prior IT Help Desk experience
• Must have knowledge of ITIL standards for service delivery, service management, and support
• Knowledge of incident management and problem management
• Knowledge of Windows and Macintosh operating systems and peripheral installation and support
• Knowledge of PC networking in a Windows environment
• Knowledge of desktop/laptop/mobile systems and remote support
• Associate's Degree or above required
• Candidate must have experience in an enterprise corporate environment
• Experience with writing SOPs and knowledge base articles needed
• Tehcnical expertise in the area of HP/Dell manufacturer platform to include knowledge of BIOS and driver updates
• Experience with hardware replacement such as hard drives, memory, keyboards on laptops and desktops
• Working experience with replacing and/or upgrading an end user from one system to another
• Must have experience imaging equipment; Microsoft SCCM preferred
• Must have proven track record in a high volume support desk with proven first call resolution
• Ability to utilize remote tools such as remote assistance and teamviewer
• Must have experience with MS Office 2010/2016 with expert knowledge of Outlook
• Strong knowledge of Windows 7 is required
• Candidate will provide technical support via phone and desk side to internal employees ranging from staff to executive level members, a professional demeanor is required
• Typically requires a bachelor’s degree or equivalent and five to seven years of related work experience
• Experience with the TMIP software suite
• Naval shipboard experience
• Must have a DoD Secret security clearance
• 8570 Compliance
• A willingness to work in an energetic, fast-paced, team environment

Junior Help Desk Specialist With Secret Clearance Resume Examples & Samples

• Experience working with organizational functional and personnel
• Experience working with help desk software
• Nice to have experience: BMC Remedy, AMC C2 Systems, & Tier 1 Help Desk
• Assist customers and employees in resolving technology problems in a timely manner
• Support Dell and HP hardware: PCs, printers, scanners, I-phones, networking equipment, virtualization, and other enterprise technology
• Supported software: Microsoft Office Suite 2010, Adobe Acrobat, McAfee Antivirus, Symantec Endpoint Protection, Open Text Document Management (DM), Internet Explorer, Firefox, Blackberry, Good Technology, ITSM and many other GAO applications
• Supported Operating Systems: Windows 7/8/10 and MAC
• Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of technical support specialists to whom the tickets were assigned
• Maintain high level of proficiency with the GAO products and services
• When necessary, interact professionally with third-party vendors to seamlessly provide services for our users and customers
• Comply with established operating policies and procedures in order to maintain adequate controls and to support GAO
• Supports equipment moves/adds/changes
• Support account moves/adds/deletions with in AD
• Produces/maintains SOPs. Develops best practices for processes and procedures (ITIL process environment)
• Provides first and second level contact and incident resolution to customers with hardware, software, and application problems; includes both customer telephone support as well as electronically submitted requests
• Provide rapid response to customers needing immediate assistance
• Attempts to resolve as many incidents as possible: Efficiently escalates incidents to appropriate team when required
• Support mobile devices such as IPhones, IPads, BlackBerrys and Air Cards
• All help desk duties as requested and as needed
• VTC session setups
• Delivery and setup of all IT equipment (computers, monitors, printer, blackberries, etc.) to include AV deliveries and setup
• Education: Demonstrated tech experience. Associate’s degree in technology or Bachelor’s in any field, or the pursuit of such degree, is preferred but not required
• Help Desk Institute or Service Desk Institute certification
• Demonstrated initiative with a strong sense of urgency and purpose
• Aptitude and drive for learning new technology
• Demonstrated success in customer service and relationship building
• Ability to handle multiple tasks and effectively manage assigned workload
• Ability to complete multiple projects simultaneously, and in a timely manner
• Capable of working independently and within in a team
• Good communication skills (verbal and written)
• Ability to work with users of all technological skill levels throughout the hierarchy of the organization
• Must have thorough knowledge of Microsoft Windows and Office software
• Mac, Linux experience is a plus
• Front Range ITSM experience is a plus
• Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs
• Information Technology: 3 years

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