resume summary examples for help desk technician

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Help Desk Technician Resume Samples

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• Maintain detailed trouble tickets, escalating issues accordingly and keeping constant channel of communication open with customer during escalation
• Technical expertise in the set up, operation, and troubleshooting of all associated and follow-on operating systems
• Technical expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems
• Maintain the overall desktop environment, including hardware installation and troubleshooting, software installation, configuration and support
• Document, track, resolve, and report on problems and work orders using Remedy Action Request database system
• Connect computers, terminals, printers and mobile devices to existing data networks
• Handling technical support issues in the Woodbridge adidas office and the individual will work closely with Senior Infrastructure Manager in Woodbridge
• This includes system backup/recovery, basis software management, security management, help desk management software, and library management
• Assist with IT administrative duties; signing checkout sheet, obtaining paperwork for, setting up, and troubleshooting for network and email accounts
• Performs Asset Management and License Management functions
• Respond to client requests on all PC/MAC hardware and software matters and provide resolutions that will both improve system performance and reduce downtime
• Provide support for our retail stores using Teamwork POS (Network, PC & iPad based)
• Provide quality, timely assistance via telephone, email, and ITSM tools to clients experiencing technical issues or requesting other technical assistance
• You will provide resolution and assistance to standard application : MS Office, IE9 & above, SEP, Cisco Jabber, Cisco WebEx
• Performs Asset Management and Configuration Management functions, including local Asset audit and inventory control
• Create and maintain documents and procedures, with direction from management
• Makes recommendations for process improvements and technology changes
• Supports moves and change requests with the document management, networks, and phone systems
• Performs ongoing work flow analysis related to all aspects of project operations
• Performs other duties as may be assigned by management
• Strong knowledge of Physical Network Connectivity, hardware, PCs, Laptops, Network Cards, Modems, Video Cards, and RAM
• Knowledge on setting up, maintaining and installing printers
• Knowledge and understanding of Apple products
• Ability to maintain confidentiality and handle sensitive information in an appropriate manner
• Ability to multi-task while maintaining careful attention to detail
• Ability to work effectively both individually and within a team environment
• Ability to effectively express technical information to nontechnical employees
• Ability to work with a sense of urgency to meet deadlines and address competing priorities
• Technical aptitude and the ability to learn new software and technologies
• Proficient user skills with Microsoft Office software including Word, Excel, PowerPoint and Outlook
• Attention to detail when concerning user’s issues and resolutions

15 Help Desk Technician resume templates

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• Facilitate hardware, software, and network set up for new employees /users
• Investigate/research alternative solution across both hardware and software, make recommendations, and prepare implementation plans for computer hardware/software
• Route calls to other support personnel as needed in order to address and resolve user requests
• 0-1 years experience in desktop support roles – both over the phone and in person
• Schedule flexibility to work a range of shifts, including weekends and night shifts as needed
• Ability to provide on-call "after-hours" support based on a rotation schedule and as needed

Help Desk Technician Resume Examples & Samples

• Monitor, respond to, and quickly resolve requests received through the IT helpdesk for 400+ users
• Insure the integrity of the user experience is in place to maximize effectiveness and enhance the image of the company
• Track and maintain equipment
• Setup new hire user accounts, workstations, laptops, and mobile devices
• Install, support, and train users on internally developed software and commercial software solutions
• Assist in the orchestration of a smooth running and efficient IT environment
• Assist other team members with special projects and handle other duties as needed
• Effective organization and problem solving skills
• At least three months experience in a technical internship or school computer lab
• At least three months experience with software and hardware installation
• At least three months experience troubleshooting software and hardware
• Equivalent education and experience will be considered
• Provides remote Level I (basic) technical assistance and support, and resolves problems related to the use of computer hardware and software for system end users
• Researchs, resolves, responds to, and documents end user inquiries; and escalates or reassigns issues and problems as needed to appropriate resource for resolution
• Installs desktop software remotely using tools such as Group Policy, SCCM, and manual install protocols
• Maintains accurate and timely records in time tracking systems, and weekly status and metrics report repositories
• Participates in scheduling rotation for providing after hours on-call support to end users
• Associates degree or equivalent education and work experience required
• Minimum of two years of experience providing end-user support services required
• Experience troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers) preferred
• Experience preferred in supporting financial systems including Elite and Citrix
• Ability to meet standards for ticket system management and documentation responsibilities
• Ability to work in a team-orientated/collaborative environment
• Ability to multitask and prioritize workload, and adapt to new processes and procedures in a fast paced environment
• Ability to handle confidential information in a reliable manner
• Ability to demonstrate strong customer service skills, and foster a high degree of end user satisfaction through the delivery of quality and timely service
• Ability to convey technical issues and material to non-technical audience
• Perform basic troubleshooting, diagnosis and repair of computer systems, hardware and computer peripherals
• Increase knowledge and skills by asking questions and shadowing Level II technician
• Recommend policies/procedures to improve ticket resolution times
• Previous experience in multiple location enterprise IT department, very helpful
• Phone and remote support, giving and receiving instructions is a frequent activity related to proving phone support

Tier, Help Desk Technician Resume Examples & Samples

• 3-5 years of end user support
• Active Directory, Office 2010, Malware/Antivirus removal
• Strong hardware and software troubleshooting
• Knowledge of basic networking
• Provide a high level of customer service to all internal users
• Provide support for our retail stores using Teamwork POS (Network, PC & iPad based)
• Effectively prioritize tasks in a high volume environment. (Fox utilizes Dell Kace for ticket management)
• Exhibit a high level of proficiency and expertise with OSX, Win7/8, Office 2007/10/11, Exchange administration, and AD administration and various browser brands & versions
• Document network, server, systems and application problems and affect recovery procedures following outages or service interruptions
• Evaluates and/or recommends purchases of workstations, laptops, peripheral equipment, and software; provides technical consulting services to department/organization regarding use of computers, applications, and networks to satisfy business needs
• Performs miscellaneous job-related duties as assigned including assisting administrators, technicians, programming division and management as required
• Maintains currency of knowledge with respect to relevant business related technology, applications equipment, and/or systems
• Should be a self-starter, requiring little direct supervision
• Responsibilities may include travel to remote sites and occasional flexibility in work schedule including after-hours assistance
• Responsibilities also include supporting Fox’s A/V systems and Sales Presentations

Help Desk Technician Level for Bloomberg Philanthropies Resume Examples & Samples

• Basic understanding of SysInternals Tools, i.e. Process Monitor and Process explorer
• Experience with Remote Control Tools to support clients remotely
• Knowledge of Active Directory and network account integration with desktop systems
• Excellent written, verbal, and customer service skills with proven ability to work in a fast-paced environment
• 2+ years supporting and maintaining Windows related technologies
• 2+ years of experience in service desk operations
• 2+ years of experience supporting mobile devices (iPhone and iPad)
• Ability to collaborate actively with others in a cross-functional team
• Excellent organizational/administrative/technical skills with agility to reprioritize as necessary
• Highly skilled in documenting troubleshooting steps and creating knowledge base articles
• Some local traveling
• ITIL Certification or working towards completion
• Microsoft Certification (MCP, MCSA)
• Respond to telephone calls, emails, and dispatched requests for technical support
• Provide comprehensive incident support for customers both in-person and remotely, including rapid problem resolution followed by root cause analysis with a focus on proactive prevention and knowledge transfer
• A mix of reactive (break/fix) support and proactive support services
• Documents, track, and monitor the problem to ensure a timely resolution
• Collaborate with System and Network Infrastructure teams
• Install, configure, and maintain Mac, PC, peripherals (local and network printers, scanners), and other end-user equipment such as iPhones and iPads
• Run diagnostic tests to isolate system problems and make recommendations for potential solutions
• Experience working with the SysInternals suite of tools to diagnose and effectively troubleshoot
• Excellent written, verbal, and customer service skills with proven ability to work in fast-paced environments
• 5+ years of experience supporting and maintaining technologies in the local office to include Windows-based and Mac-based systems
• 5+ years of experience in service desk operations, to include Windows and Mac clients
• Experience with mobile applications/products including: iPhone, iPad, and Blackberry platforms
• Expertise in iPad/iPhone
• Experience with enterprise wide rollouts of new operating systems and software
• Proven experience supporting Citrix technologies
• Ability to support mobile devices (iPhones and Blackberry devices)
• Understand basic networking technologies (LAN/WAN and wireless)
• Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
• Highly skilled in documenting written troubleshooting steps and instructions
• Apple Certified Macintosh Technician (ACMT)
• Microsoft Certifications (MCP, MCSA,MCSE)
• Configure and maintain the organization's internal computer network
• Identify, troubleshoot, solve, and document network connectivity and performance issues
• Install and support telephones and other network telecommunications devices
• Possess analytical problem solving skills
• Ability to quickly grasp technical issues and offer solutions
• Customer-focused attitude and desire to interface directly with end-user clients
• One (1) year experience working in a mid-size organization with relevant system support experience

Senior Associate Help Desk Technician Resume Examples & Samples

• 1st level support for identifying/resolving EDI systems/interface, Transport connectivity and operations issues
• 1st level support for taking incoming AHI Helpdesk calls
• 1st level support for taking incoming AHI Helpdesk emails
• 1st level support for installing/configuring new trading partners onto the EDI Special project
• 1st level support for assisting clients with day-to-day data issues
• 1st level support for any/all customer HIN related issues
• Work with distributors on daily (OEC) on-line edit exceptions from production run
• Work with team to determine and refine project estimates
• Send quarterly list of all reporting distributors in product to HIBCC
• Produce semi annual misc items for manufacturer/vendor/distributor meetings. (i.e. Tent cards, name tags)
• Help create technical bulletins for the project as needed
• Supports the HIN Help Desk with daily edits and processes to assure the quality of the data as requested
• Answers help desk telephones for account(s) and responds to complex customer inquiries to ensure customer needs are met
• Strong interpersonal skills for interacting with team members and clients
• 3+ years of End User Support experience
• Previous experience with Active Directory, Office 2010, and Malware/Antivirus removal
• Solid hardware and software troubleshooting
• Knowledge of basic Networking
• Experience with Windows, tablets, smart phones, PC’s, laptops and printers
• Working knowledge of ServiceNow
• Must be able to accept direction
• Ability to work with various managerial staff
• Using the call logging systems “ITSM Front Range” and Peoplesoft Repair and Maintenance, identify, diagnose, document and resolve or escalate the customer problems
• Support calls dealing with payroll, accident claims, SEMS, Lotus Notes, user-id and password resets and PC/Mainframe system related problems
• Supports International calls by utilizing third party translation services when needed
• Maintain a working knowledge of the Store Hardware environment and Software systems
• Updating Knowledge Base articles to improve trouble shooting
• Strong knowledge of Windows operating systems and networking
• Experience with installation, modification, and/or repair of Point of Sale hardware and software
• Basic knowledge of laser jet printers

Associate Help Desk Technician Resume Examples & Samples

• Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate
• Help Desk-Experienced
• Technology Analysis-Experienced
• Technology Trends & Best Practices Experienced
• Technical degree and previous customer service preferred
• Associate’s Degree from an accredited college in computer science, computer information systems or a related field; or an equivalent combination of training and relevant work experience may be substituted for training/experience on a year-for-year basis
• 2 years of increasingly responsible experience performing help desk/operations functions
• A+ and/or Network + certification and other industry recognized network certifications
• Knowledge of principles and operations of computer systems, network infrastructure and related peripheral equipment
• Ability to analyze and troubleshoot user’s problems via the telephone
• Ability to maintain knowledge of current technology and able to learn new technology
• Ability to communicate professionally, accurately and effectively, both verbal and written, as well as on the telephone
• Ability to understand and respond to user questions in an effective and courteous manner
• Ability to convey technical procedures and directions in layman’s terms
• Proficiency with operating systems, including Windows 7, 8.1 and 10 and MAC operating systems
• Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs, the Internet browser, websites and e-mail systems and Office 365
• Advanced knowledge and understanding of networking and personal computer hardware

Corp-gti Help Desk Technician Resume Examples & Samples

• Work experience in configuring, maintaining and troubleshooting problems with day-to-day operating environments and customer applications. Experience using troubleshooting tools and procedures
• Strong dedication to quality Customer Service and a working knowledge of enterprise-wide service-delivery procedures
• Strong verbal and written interpersonal and communication skills
• Bilingual, Spanish 100%, English at least 80%
• Good initiative and assertiveness
• Effective listening skills
• Must have extensive experience with Microsoft Active Directory, Microsoft desktop applications and Outlook
• Strong knowledge of LAN and WAN network
• Self-motivation and organization
• Technical career or equivalent
• Must be able to provide after hours and weekend support as needed
• Administration of user accounts
• Ability to import and export documents into reports
• File Share Administration experience
• Ability to work independently as well as in a Team Environment
• Microsoft Windows 7 / MAC / Linux is a plus but not required
• Microsoft Office Suite 2010/2013 Active Directory experience
• Wireless Connectivity
• Cisco/VPN account management
• IE7/ Firefox /Chrome /Mozilla
• Secure ID Token (two factor authentication)
• Experience working with MAC’s is a strong plus
• Comptia Security+ preferred
• High school (College a plus) and 5 years of experience in a Support Desk /Customer Support environment
• 2 years experience in a help desk or call center environment
• Demonstrated knowledge of Microsoft Office, MS Exchange, Windows 7/XP, Blackboard, Strayer 360
• Must have strong computer skills (Excel, PowerPoint, HTML, Adobe, Crystal reports etc.)
• Create mail enabled user accounts
• Determine Exchange Mailbox database assignments
• Create users’ home directories with appropriate permissions
• Assist with registration of users Common Access Card (CAC)
• Modify a user’s account permissions
• Add user’s accounts to Distribution/Security Groups
• Create new Distribution/Security Groups – possibly mail enabled
• Modify Group Permissions on User Folders
• Have an understanding of the differences between Security and Distribution Groups
• Create and modify Shared Mailboxes
• Assign permissions to allow users access to the shared mailbox
• Disable a shared mailbox ability to log on
• Create a new Exchange Public Folder (i.e. Unit Calendar, bulletin board, etc…)
• Assign permissions to Exchange Public Folders
• Assist users in the configuration of MS Outlook
• Have a working knowledge of the use of a .pst file and how to fix problems with .pst’s
• Edit the mail profiles through the control panel
• Disable CAC requirement for logon
• Reset user’s password
• Rebuild user profiles (Server and Local)
• Scan .pst/.ostfiles
• Utilize Remedy to submit, modify, resolve, close requests for assistance
• Ability to assist members with configuring different types of authorized Cell Phones and Devices
• Assist Users connecting to and troubleshooting with shared printers – including driver issues
• Other tasks or projects as determined to be within the Contracted Scope of Work
• Microsoft Certified Information Technology (MCITP) - Consumer/Enterprise Support or equivalent or higher
• Cisco Certified Network Associate (CCNA) or higher
• Must possess appropriate current DoD Information Assurance (IA) Certification to be considered for employment; either CompTIA A+; CompTIA Network+; CompTIA Security+CE ; Systems Security Certified Practitioner (SSCP); OR CCNA-Security. CompTIA Security+ CE is the preferred certification
• As part of your role/function on the program; you will be granted privileged user access. Privileged Users are subject to greater scrutiny as a direct result of the significant responsibilities placed upon them. Please be aware that because of these critical duties; you will be subject to additional IT system monitoring; and supervisory evaluation to ensure continuous adherence to Privileged User processes and procedures. Privileged Users are subject to a zero tolerance policy for security violations
• Because of the sensitive nature of the work being done for this government client; all candidates must hold or be able to attain a TS/SCI and be willing to take and pass a Polygraph if requested

Senior Help Desk Technician Resume Examples & Samples

• Installs and configures applications software and related hardware (such as desktops, servers, and related peripherals like printers, scanners, drives, monitors and video teleconferencing hardware)
• Provides technical support and training to end-users
• 3-5 years of directly related experience supporting information systems operations
• Screen; refer and diagnose reported issues
• Process web application access requests
• Provide end-user software troubleshooting and support for common reported issues
• Apply diagnostic techniques to identify problems; investigate causes; and recommend solutions

Tier Help Desk Technician Resume Examples & Samples

• Troubleshoot and resolve Tier 1 tickets related to technical and connectivity issues for USDA FSIS
• Escalate advanced technical and connectivity issues to the Tier 2 level
• Maintain a low average handling time to ensure speed of answer service level agreement is met
• Utilize ticketing system to document triage/resolution specifics
• Handle clients professionally during all interfaces
• Act independently to resolve support calls and achieve a high percentage of incident resolution without escalation
• Advise and educate end-users on procedural guidelines to ensure a complete solution to their technical issue
• 1-3 years of directly related experience supporting help desk operations
• Document all maintenance records and actions using an automated logistics information system
• Ensure supervisor is kept informed of all maintenance operations; including issues, at all times
• Assist with inventory/assess management; maintain 100% accountability of all Contractor and Government furnished property
• As required, support surge training or operational requirements
• High School Diploma with two to five years of relevant experience in civilian or military areas to include CBRNE COTS and GOTS equipment help desk support functions
• In-depth understanding of the US Army two-level maintenance concept and related automated logistics management systems
• Experience providing support in a tier ticket environment
• Specific experience utilizing maintenance tracking systems, executing maintenance in accordance with master work schedules, and implementing lean maintenance practices
• Work independently, manage time, and adhere to deadlines
• Effectively communicate to the team, peers, and the customer in words and in writing
• IA experience
• Field technician support experience
• US Army CBRNe equipment detection systems experience
• 1 - Shift 6AM – 6PM Rotating Shift
• 1 - Shift 6PM - 6AM Rotating Shift
• An active TS/SCI w/ Polygraph Clearance
• Between 1– 3 years of experience in a help desk or troubleshooting environment
• Answer the helpdesk phones and provide support to users
• Deploy new software to user computers
• Develop and maintain PC images, and deploy images to new hardware for installation at user's workplace
• Conduct annual hardware refreshes, including maintaining customer data during replacement
• Server support for creation of and maintenance of share folders and printer queues
• User settings configuration and standardization through GPOs and Desktop Authority
• Set up new users, including both account configuration and initial training and orientation, and account creation when necessary
• Maintain a log of all activities in a ticketing system and create a weekly summary for management use, and routinely have considerably the largest number of tickets logged
• AA or other 2 year technical degree in related discipline and 3+ years' experience. An additional 2 years of experience may be substituted in lieu of degree
• Must have excellent interpersonal/communication skills and technical writing skills to provide exceptional customer service
• 1 – 2 years' experience with Office 2010, Windows 7, and Active Directory
• Must have a current, active Top Secret clearance adjudicated within the last two years. Must be eligible for and awarded SCI prior to starting employment
• While performing the duties of this job, the employee is frequently required to handle; reach with hands and arms; stoop, kneel, bend, crouch or crawl. The employee must also occasionally lift and/or move up to 50 pounds or more
• Technical certifications, such as: A+, Network +, Security +, Microsoft certs
• College course work is preferred
• Monitor networks, secure and non-secure; modify user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to USSOCOM customers located throughout the world
• Monitor network status remotely using several Network Management Systems, and create applicable work orders for discrepancy resolution as necessary
• Knowledge of workstation hardware and Microsoft Technologies
• Monitor secure and non-secure networks 24X7 and escalate incidents to system administrators, network
• Administrators, computer security administrators and management teams for resolution. Must be familiar with Dameware and Terminal Services is required
• Provide daily phone support for all end users within the Firm for all components of the IT infrastructure and application support; guide, coordinate and follow-up on questions, problems on all system applications, hardware and software
• Manage own daily individual performance measured by call capture, available time, speed of answer, and call resolution and customer support
• Ability to work in high stress, high call volume environment ; record problem systems and status information through the use of Service Now
• Troubleshoot workstation access, applications software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization
• Escalate or consult issues with 2nd level support and management when solution is unclear; proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status
• Minimum one year of technical and functional support; preferably within a professional services firm or similar environment
• High school diploma or equivalent; completed coursework from an accredited college or university is preferred
• Keep current with alternative information systems and technology and make recommendations consistent with the Firm's business and systems strategies
• This position will be required to support a very complex and diverse set of hardware and software due to diversity of systems
• Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and team work; ability to build productive relationships with peers
• Flexibility on daily and weekend schedule required to support 24x7 environment; overtime required at peak times
• Processing Service Tickets related to computer problems, domain account/access, password resets, CAC pin resets, and mapping to shared drives/printers/peripherals
• Supports Blackberry Administration, including adding, modifying, and deleting user accounts, as well as configuring, updating, and managing devices
• Produces and updates Standard Operating Procedures (SOPs) for Blackberry users
• Installs and troubleshoots IP cameras, such as Jabbers and desktop cameras used for Direct Connect Online (DCO)

Information Services Help Desk Technician Resume Examples & Samples

• Identifies, researches, and resolves technical problems
• Configures, troubleshoots and supports users email accounts and provides basic support of common Microsoft Office & other Microsoft products,
• Requires an associate's degree or its equivalent and/or 2-5 years of experience in the field or in a related area
• Familiar with Windows 7, Windows 8, and associated support concepts and best practices. Knowledge of Apple products helpful
• Good understanding of Networking concepts and practices as they apply to desktop and laptop support
• General knowledge of IP phone systems including, 66 block and making cross connections
• Has knowledge of commonly-used concepts, practices, and procedures within a corporate Desktop/Laptop support environment
• Able to follow instructions and pre-established guidelines to perform the functions of the job
• Familiar with standard concepts, practices, and procedures within particular IT field
• Relies on limited experience and judgment to plan and accomplish goals
• Primary job functions will typically require exercising some degree independent judgment and initiative
• Works under general supervision; typically reports to a project leader or manager
• Must be able to successfully work in a very social Team Environment
• Solid Customer Service Skills
• Must have Remedy trouble ticket experience and skills
• Must be willing to work flexible shifts and days as required
• Must have or be able to quickly obtain a current Windows Operating System (OS) certificate
• Flexibility to work different shifts (days, nights, weekends) is highly desired
• Experience with technical knowledge capture, training, and certification of personnel
• High School diploma or equivalent experience/combined education, with additional technical training equivalent to a technical Associate’s degree

Supervisory Help Desk Technician Resume Examples & Samples

• Serve as the initial point of contact for resolution of desktop/laptop related problems in a 56,000 + customer enterprise
• Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 7, Windows 10, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
• Document, track, resolve, escalate and report on problems and work orders using Remedy Action Request database system
• Monitor networks, secure and non-secure; modify user accounts via Active Directory and Active Roles Server, submit changes to file management and peripheral devices via Remedy, escalate network incidents and provide direct support to USSOCOM customers located throughout the world
• Determine which special team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically
• Design management reports summarizing overall network and work order status, and contract SLA metrics
• Monitor secure and non-secure networks 24x7 and escalate incidents to system administrators, network administrators, computer security administrators and management teams for resolution
• Serve as an Enterprise Remedy Application administrator
• Collect operations metrics, analyze and present Service Desk's performance
• Develop standard operating procedures (SOPs) and unique training plans to ensure a disciplined approach by all Help Desk Technicians (HDTs) on any shift
• Conduct new and recurring training to ensure the HDTs understand the purpose and implementation of Service Desk SOPs
• Interface with Service Provider supervisors to ensure coordinated operations
• Train, supervisor and schedule the Help Desk Technicians (HDTs) assigned to supervisor
• Provide Tier I and II IT troubleshooting services such as, maintaining, installing, repairing and modifying computers/mobile devices (SIPR, NIPR, CENTRIX, etc.) and their associated business software
• Direct customer support for Audio Visual and Video Teleconferencing equipment and services
• Document incident status in incident database tools
• Provide weekend IT support services as requested by customer
• 5+ years of relevant working experience with Active Directory, Operating System delivery methods (Altiris Deployment Solution, SCCM, Ghost, etc.) basic troubleshooting techniques in am IT Service Desk environment
• Working knowledge of Windows 7, Office 2007 and 2010
• Demonstrated background in networking concepts to include TCP/IP, DHCP, VLAN, DNS and other common networking business practices
• Currently possess DoD 8570 IAT Level I or II requirements (Network+ce or Security+ce)
• Currently possess an active DoD Secret clearance or be able to obtain an Interim Secret prior to start date
• Ability to work weekends and may be required to travel upon customer requests. Locations include but are not limited to; Oahu, Guam, Saipan, Korea, Alaska, Hilo & Maui
• Experience in DISA, USARPAC, and USARC IT Tiered support Services
• Strong interpersonal skills with the ability to work well under pressure
• Provide basic technical advice and guidance on installation, adaptation, configuration or enhancement of CDC PBX's cabling, DAS and UC/Lync
• Perform second tier 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 the problems and systems
• Possess a wide range of in depth skills and knowledge in telecommunications as well as networking systems in use at customer sites
• Provide expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements
• Provide expert and second tier technical support for the installation and repair of complex systems and outages
• Review system and configurations to ensure successful implementation of services into production
• Maintain system stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair
• Partner with developers and engineers to reduce re-occurring incidents
• Provide consultative assistance during off hours as needed
• Provide training to customers

Nipr / Sipr Help Desk Technician Resume Examples & Samples

• Support equipment/facility setup and recovery operations at all MTC facilities in support of MTC events and exercises
• Provide onsite technical assistance and customer support helpdesk functions
• Assist IA managers with maintaining MTC DIACAP Compliance
• Maintain both Windows based and RHEL workstations and server class systems and networking equipment
• Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software
• Logs and maintains user requests and incidents using Remedy tracking tool
• Support rotational bi-weekly on call Help Desk support requirement
• Support System Administration and other support activities as required
• Support management of queues and incident and service delivery reporting
• Support distribution of service outage notification generation and distribution to stakeholders
• Properly enter all calls into the helpdesk system
• 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 demonstrate good customer service skills
• Able to demonstrate knowledge of all necessary web based tools as it applies to the position ( Help desk call tracking applications , etc.)
• Monitor incoming tickets, respond and provide Help Desk support and resolution for reported trouble tickets to end user's satisfaction in a timely manner
• Build, configure, install, test computer software and hardware for compatibility with other SCES Program applications Maintain responsibility of computers and peripherals
• Ability to work alternate schedule if required
• Provide on-site support as needed at customer site in Alexandria, VA
• Ability to work in a team environment, knowledge sharing and fulfill other tasks as assigned by Help Desk Lead and/or Program Manager
• Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Desktop, Laptop, software problems and issues
• Perform incident management as needed, utilizing ITSM Tools
• Configures operating systems, company standard programs and application software
• Performs support in the resolution of second-level escalated technical problems concerning PC’s, operating systems, network protocols both WAN and LAN; mainframe, client server technology, shared modem pools and printers
• Provides limited second-level technical support to peers in resolving more challenging client problems
• Performs remote hardware diagnostics and coordinates on-site repairs
• May participate in applications beta-testing
• May require a Bachelor’s degree in Computer Science or other technical degree or equivalent experience
• Microsoft, VMware and or Cisco certification preferred
• Typically requires 4-6 years of related experience
• Extensive experience providing helpdesk and desktop support for laptops and PC's in an enterprise environment
• Ability to provide timely resolution for all end-user requests and root cause analysis for issues
• Strong troubleshooting skills with Windows 7, Office 2010, and other business applications
• Experience administering McAfee Endpoint Encryption
• Strong desktop imaging and software packaging skills
• Hands-on experience with Active Directory, Exchange, and Group Policy administration
• Experience with troubleshooting issues on mobile devices, smart phones
• Windows XP experience
• Desktop hardware
• Basic networking
• Cisco VOIP Phone Systems
• HP/Lexmark Printers
• Document Management Systems
• Microsoft SMS
• First point of contact to assist with all aspects of computer/network hardware and communications support
• Provide primary technical support for proprietary software and related hardware
• Assist on network implementation projects such as domain migrations and firewall installs
• Maintain a positive contribution as a member of the Client Support and Operations Team, and complete all tasks assigned by management to meet team objectives
• High School graduate or equivalent is required
• Knowledge of networking fundamentals (TCP/IP, subnetting, routing) and essential server administration (Active Directory user/group management, Exchange mailbox creation)
• Ability to travel to client sites to provide support, including overnight and weekend stays
• Ability to perform technical support duties for hardware and software support
• Gathering contact, equipment and incident information to create and incident ticket record
• Assess the incident and troubleshoot any ticket regarding issues with user profiles account lockouts, password resets and email accounts, as well as, printer management and installations, Citrix and VPN connection, hard drive storage management and application/program installations
• Troubleshooting issues regarding application access, peripherals setups and first level user operation guidance within Cerner applications, Imprivata, MS windows, MS office suite
• Providing professional and experienced service across the organization
• Supporting any Pc, Laptop, mobile device and peripherals helpdesk is not able to service remotely
• Reimaging new and repaired PC units, install any application with app, programs, policies and test before deployment
• Provide tier 1 and 2 support for internal customers via telephone and email for all internal technology problems and service requests in a complex technical environment, including hardware/software setup, configuration, problem recognition, research and isolation. Lead customers through diagnostic procedures to determine source of error, document and resolve or properly prioritize the incident/request based on impact and urgency and escalate internal customer incidents in a timely and efficient manner
• Explain information system policies as required
• Intermediate knowledge of Windows operating systems (2xxx, XP, Windows 7) with the ability to troubleshoot in a Windows XP and Windows 7 environment. Intermediate knowledge of workstation architecture, network infrastructure and data transmission methodologies
• Ability to navigate within an AS400 mainframe to manage user accounts
• Highly motivated with a willingness to continuously acquire and maintain knowledge of relevant products (software, applications and hardware) and support policies in order to provide accurate solutions to customers
• Associates degree in Information Technology or related field, or equivalent combination of education and experience preferred
• Help Desk, Service Desk, Technical Support or equivalent educational experience required
• A+ and/or DELL certification preferred
• Must have excellent analytical skills
• Ability to troubleshoot technical and complex computer/network related issues
• Must enjoy assisting people in need of technical assistance in a tactful manner
• Ability to accurately recall policies and procedures
• Ability to perform and complete special projects

Lead Help Desk Technician Resume Examples & Samples

• Engages in research and in-depth troubleshooting to resolve technical issues
• Records required customer and problem information in the Remedy Ticketing System
• Resolves Tier 1 and Tier 2 issues
• Elevates complex problems to the appropriate support groups for resolution
• High School Diploma/General Education Development (GED)
• 10+ years of related experience
• 5+ year of Remedy Action Request System
• Providing first level phone support to 100-500 internal end users
• Trouble-shooting Windows 7, 8 and 10 OS
• Trouble-shooting Microsoft Office 2010-2016
• Must have great customer service skills
• Internet Explorer
• Ticketing (*HP Service Center or Service Now)
• OS Troubleshooting
• Office 365 (Nice to have)
• Setup and configure computers, printers, scanners and other peripherals
• Familiar with computers remoting software, such as SCCM/Altiris
• Working with Tandberg or other video recording hardware/software
• Diagnose and resolve technical hardware and software issues on multiple platforms
• Provide support for computer inventory management and audit
• Install and configure hardware and software
• Assist with help desk procedures
• Identify and escalate situations requiring urgent attention and redirect problems to appropriate resource
• Familiar with imaging software/SCCM
• At least 2 years experience in a Service Desk environment
• At least 4 years’ experience in Help Desk/Desktop Support Environment
• Creating User Accounts on Active Directory
• Setting up printers on a Print Server and network
• Experience using remoting software   
• ) 2+ years of experience providing helpdesk support and troubleshooting Windows 8.1 and 10 OS, Microsoft Outlook, and application issues. 600-700 calls per month for the entire desk
• ) Administering user accounts in Active Directory (reset passwords, being able to look up a group and navigate tabs. (Account creation gets escalated to the Network team), and providing mobile device support (I-pads, I-phones, tablets)
• ) Desktop Support; building and deploying laptops (Lenovo would be a huge plus)
• Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience
• Typically has 1-3 years of relevant technical or business work experience
• Demonstrated working knowledge of basic hardware and software products and problem solving/ diagnostic skills

Help Desk Technician Tier Resume Examples & Samples

• Respond to and resolve help desk requests in a timely manner, providing solutions for technical issues with in user community
• Effectively manage and utilize the organization’s trouble ticket system to log calls, update statuses, and document troubleshooting steps and resolutions
• Assist with moves and setups of user technical equipment
• Communicate effectively and professionally with end users
• Handle escalated cases from Tier 1
• Test and image laptops
• MS active directory
• Systems Troubleshooting
• Windows Support
• Outlook and Exchange server
• VPN Support
• Excellent professional written and oral communications
• User Account Set up
• Hardware and Software troubleshooting
• Provide technical support for computers and associated networks
• Install, troubleshoot, service, and repair personal computers, network “thin client” terminals related PC software, VoIP telephones, cables, and connectors across multiple networks
• Install and maintain baseline software configurations
• Maintain network diagrams and connectivity records
• Maintain trouble logs
• Instruct users in the use of personal computers and networks
• Perform vulnerability remediation as directed to maintain secure networks
• Comfortable and capable of interacting with VIP customers
• A degree in related disciplince and one year of related expereince or HS and two years of related experience
• PCT 2 years of applicable IT experience involving networks, communications, database management, operating systems, or specialized applications
• 1-2 years of IT customer service/support experience preferred
• Ability to work in high visibility, fast-paced, high-demand environment while maintaining decorum is a must
• Can demonstrate knowledge/experience in using Active Directory, applying group policies and similar administrative functions
• Ability to work independently and in a team environment with minimal supervision
• Must enjoy assisting people in need of technical assistance
• Familiarity with Remedy ticketing system, a plus
• Familiarity with, and can use Microsoft Windows productivity software (Word, Excel, Access, Outlook) to accomplish daily tasks
• General technical experience in the setup, operation, and troubleshooting of an IT environment
• Possess good communication and customer support skills
• Ability to lift up 40-50 lbs
• Ability to work in tight spaces requiring stooping, bending and beneath desks
• Receives, screens, and resolves telephone inquiries from employees regarding issues/problems with their personal computers or peripheral hardware, including their operating systems and office programs
• Diagnoses, identifies, isolates and analyzes computer problems utilizing department procedures, database records and experience
• Identifies and analyzes problems to provide resolution or arrange for service with a technician
• Maintains database for tracking activity of all service requests
• Notifies PC Technicians or management of recurring problems or patterns of problems
• Prepares reports as requested and maintain and update records and databases
• Stays current on personal computer and peripheral equipment changes and trends
• Recommends updates/changes to department procedures
• May assist in software and hardware evaluations, and may assist in configuring or updating personal computers, peripheral equipment or with software deployment
• Typically requires an Associate’s degree with an emphasis in information technology, or a related discipline and three or more years of progressive personal computer technical experience in an information systems department. A certificate in information technology from a recognized organization or additional equivalent experience in an information systems department may be substituted in lieu of education
• The position requires full knowledge of current personal computers, relevant operating systems and associated peripheral equipment and a general understanding of department policies and procedures
• Must be customer focused, able to explain or interpret general information, communicate with all levels of employees, establish priorities, resolve routine technical situations, and able to work extended hours as required
• Active DoD Top Secret/SCI Clearance which requires U.S. Citizenship
• 2nd/3rd/weekend rotating shifts
• Experience with network protocols, hardware and software (i.e., routers, firewalls, switches, LANs, WANs, Ethernet, Fiber Optic Media, TCP/IP and UDP)
• Strong understanding of basic network principles
• Good technical writing and training skills A minimum of 3 years experience system installation, testing, and support is required
• Experience in Air Operations Centers (AOC) or Distributed Common Ground Systems (DCGS) system administration
• MS Windows Sys Admin experience/certification
• Minimal travel
• Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 60000+ customer enterprise
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
• Determine which function or tier team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically
• High school diploma or equivalent with CompTIA A+ certification
• Associates Degree or Bachelor's Degree in Information Systems, Business, Communications or related field preferred
• 1+ years technical experience working in a desktop environment
• Windows 7/8, Apple iOS/OS X, Google Android
• Active Directory, Exchange 2010, Office 365 management
• Desktop and tablet hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Client PC connectivity - Ethernet, Wi-Fi, TCP/IP and VPN
• Experience with desktop imaging software and desktop security/anti-malware products
• Ability to communicate technical information, both verbal and written, to a wide range of end-users

Help Desk Technician Early st Shift Resume Examples & Samples

• Must be able to work well with fellow associates and be an integral part of the team
• Be flexible with work shifts to allow for possible changes due to the business needs
• May be required to perform additional duties as assigned by management
• Answer incoming calls and work self-service tickets, isolate problem, determine and implement solution for hardware, software, communications, procedural, and store maintenance problems
• Identify, diagnose, and resolve level-one issues that are reported to the Service Desk
• Ensure timely escalation of tickets that are not able to be handled by the Service Desk
• Tracking of all assigned and transferred assets listed in the ITAM policy
• Work with members of Technology and the business to ensure that proper documentation exist for supported systems
• Actively seek process improvements to improve efficiencies within IT Service Delivery
• Knowledge of desktop operating systems, various software applications, pc hardware and peripherals, and principles and theories of network systems
• Be seen as a credible business partner by peers, clients and the IT leadership team and must be able to influence resources to deliver in a matrix environment while maintaining high customer satisfaction. Strong leadership will be required to develop the Risk & Security Management organization and to perform effectively as a Technology service
• Ability to manage multiple work streams with input from resources from a variety of teams, delivering high quality, on budget, within schedule solutions as a Technology service. He/she must have demonstrated matrix organization management experience as well as demonstrate understanding of the relationship between risk and security programs and broader business goals and objectives
• Ability to clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. An individual with excellent interpersonal skills and influencing ability who can win the confidence of individuals at all levels, both inside and outside of the organization. The job holder must have excellent written and verbal communication skills
• Ability to work effectively in a collaborative environment and foster teamwork across all levels of the organization
• Background in successful corporate risk management, technical risk management and security management, related to Technology managed and supported systems. Additionally, he/she must have knowledge and experience in the development and management of an information risk and security program, including identifying critical issues and customizing company-specific practices, to support the governance of information and related technologies
• Strong analytical and process management skills and have a broad understanding of business strategy and operations. He/she must be able to clearly articulate the business value proposition for all Technology enabled risk and compliance initiatives
• Prior experience on a helpdesk supporting an online service and/or customer service in a technical field is highly desirable

Help Desk Technician Experienced Level Resume Examples & Samples

• Troubleshooting and replacing computers, monitors, document scanners, barcode scanners, printers and other peripherals in a fast pace environment
• Actively manage the Help Desk ticket queues to ensure POS issues are resolved / escalated within the departments set goals
• Collaborate with the supervisory team on issues as they arise in the department
• Create / update detailed documentation required to resolve new and known POS issues in the Help Desk Knowledge Base system
• Coaching IT Help Desk Level I Technicians as necessary
• Must be resourceful and able to take direction in a dynamic environment
• Prefer an Associate's Degree in an Information Technology related field, but can have work related experience in lieu of degree
• Basic knowledge around the installation, configuration, and maintenance of a Linux OS (both in a physical and virtual environment)

Help Desk Technician Senior Level Resume Examples & Samples

• Collaborate with development teams in constructing and testing various integrated job streams
• Create detailed documentation required to implement job scheduling changes
• Participate in a 24x7 on call rotation, Provide off-hour assistance and support
• Coaching IT Help Desk Level I and Level II Technicians
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
• Excellent written communication and verbal skills, as well as strong listening skills
• Must be resourceful and able to take initiative in a dynamic environment
• Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes
• Demonstrate skills or the aptitude to learn various testing methodologies
• Prefer a Bachelor's or Associate's Degree in an Information Technology related field, but can have work related experience in lieu of degree
• Technically proficient at installing, configuring, and maintaining Linux (both in a physical and virtual environment)
• Ensure excellent customer support. Constantly monitor/focus on hardware/software issues to exceed customer satisfaction and taking that extra step to do offer exceptional service above and beyond expectations
• Provide all levels of technical support to VIP clients in and out of the Chanel offices
• Exhibit strong technical hardware and software troubleshooting abilities, demonstrate ownership and manage incident resolution from end-to-end
• Support standard and proprietary applications, analyzing and correcting desktop problems, system upgrades, hardware diagnostics, network access rights and coordinating repairs
• Meet with end users to determine hardware/software needs-research options and provide recommendations
• Escalate issues and concerns to management and subject matter experts (Security, Application Development Group, Network Support Group, Systems Access Group, or Outside Vendors)
• Provide technical support for remote client access and connectivity
• Provide basic technical training which includes but is not limited to PCs, iPads, Smartphones, Blackberries, Video, wireless and other Personal devices
• Maintain a log of incident and service request calls within the IT Ticketing System
• Coordinate any non-standard technology requests, and provide visibility, as appropriate, to senior IT Management
• Liaise with other Companies in order to understand the internal implementation of hardware and software requests for standard and non-standard solutions
• Provide on-call coverage during off-hours/weekend and expect to travel to other office locations in order to provide onsite support when required
• 3 years of Level 1-2 Support in 500+ node environment, 2 years Technical Supervisor capacity

Level Help Desk Technician Resume Examples & Samples

• Provide a single point of contact for end-users to ensure proper computer operation so that the user can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end-user help requests
• Work with customers to understand requirements and expectations, respond to questions from users and remotely assist employees and consultants with technology problems in offices and/or remote sites
• Manage a queue of requests from multiple sources including phone, voicemail, internet service requests and electronic e-mail
• Enter incidents/requests into ticket tracking software
• Prioritize problems/requests appropriately
• Apply problem solving and trouble-shooting techniques to inquiries received from users regarding hardware, software and networking services provided. Provide solutions to the stated and underlying issues
• Install requested or upgraded software to user PCs
• Assign tickets requiring in-depth analysis to the appropriate Level 2 group for resolution
• Follow standard Service Desk operating procedures
• Solicit feedback from users on support services to enhance and upgrade the quality of services provided
• Provide input for Knowledge Articles
• Assist in training new employees
• Proactively support IT and customer support changes and initiatives
• Manage assigned projects to completion and meet deadlines
• Fulfill other duties as assigned by the Service Desk Manager / management staff
• Provide level 1 phone/chat support, recording problem systems and status information through the use of the firm's ticket handling system
• Support the implementation and deployment of internal business systems and solutions
• Maintain technology guidelines, operating procedures and support documentation
• Proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status; Provide follow-up once resolved to ensure customer satisfaction
• Documentation of resolutions and submission to Knowledge Base
• Minimum one year of exposure to customer service, call center or help desk environments
• Technical experience in many areas of networking and software including LAN, WAN, servers and third party applications
• Strong knowledge of MS Office Product Suite including 2013 and Windows 7
• Strong knowledge in the area of wireless capabilities such as PDA devices, hot-spots and aircards
• Strong customer service skills, strong written and verbal communication skills, with ability to function in a fast-paced, high energy environment
• Flexibility to work overtime, weekends, overnights to support a 24x7 environment; US Citizenship is required
• Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 56,000+ customer enterprise
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
• Ability to install, maintain and troubleshoot server, network, system and application issues
• Work independently or as a team member, under the supervision of IT management, in the daily execution of tasks necessary to meet IT quality and scheduled goals of the company
• Prepare systems for deployment to end users, including configuration and setup
• Document all procedures used to fix or correct problems
• Diagnose and repair problems following defined guidelines and procedures
• Participate in special projects, hardware and software installations, backup and recovery procedures, wiring and network fundamentals, and other duties
• Work in a manufacturing environment
• CompTIA A+ certification or Microsoft Certified Solutions Associate certification is preferred
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved
• Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates
• May provide leadership and work guidance to less experienced personnel
• Two or more years of technical training
• Interpersonal skills for interacting with team members and clients

Help Desk Technician, Mid Resume Examples & Samples

• 6+ years of experience with supporting help desk activities responding to complicated user questions on a variety of software packages and local area network issues, leading helped desk teams, and providing guidance to junior help desk technicians
• Experience with performing various administrative duties using a variety of software packages
• Experience with providing technical assistance under supervision
• Experience with responding to complicated user questions on a variety of software packages and local area network issues
• Knowledge of a variety of supported computer software and local area network operations
• Ability to respond to moderately complex or non-routine user questions on a variety of software packages and local area network issues
• Ability to suggest and initiate improvements in computer help desk processes and operations
• Provides remote Level II (basic and escalated) technical assistance and supports, and resolves problems related to the use of computer hardware and software for system end users
• Maintains accurate and timely records in time tracking systems, ticket management systems, asset tracking systems, and weekly status and metrics report repositories
• Participates in desktop-oriented projects
• Maintains and audit computer equipment inventories for multiple locations
• Coordinates desktop, laptop and peripheral purchasing
• Provides new hire IT orientation and training
• Two years of previous application support experience required
• Ability to work in a team-oriented/collaborative environment
• Cabling and connectivity troubleshooting skills preferred
• Knowledge of TCP/IP, Windows Security (Share and NTFS permissions) preferred
• Maintains thorough, accurate records of all transactions with clients and other IT staff via ITSM tools
• Identifies critical and business impacting technical issues and escalates to appropriate resources and managers
• Maintains and contributes to the Service Desk Knowledge Base
• Follows outlined procedures and policies as they relate to the Service Desk
• Follow up with customers, provide feedback and see problems through to resolution
• Understands and utilizes problem determination tools and techniques to identify and effectively resolve problems
• Develops and demonstrates the effective use of all tools, products, and services
• Makes a positive contribution to defined department and individual goals
• Communicates effectively with clients, peers, management, and other IT staff
• Collaborates with other IT staff to solve technical, process, and other issues in the spirit of continuous improvement
• Is able to work independently and without supervision to resolve common technical issues
• Provides accurate and detailed information to senior level department personnel on unresolved issues and customer service related problems
• Demonstrates a desire for current technical knowledge and pursues formal and informal training. This includes self-study and on-the-job training opportunities
• Ability to pay attention to details and to work in a highly structured and procedure oriented environment
• Works effectively with cross-functional teams and must be flexible enough to deal with different Technical skill levels, skill sets and a highly dynamic work environment and schedules
• Must be a self-starter and works effectively with minimal supervision
• Good written and verbal communications skills
• Good analytical skills. Adept at problem identification, recovery, escalation and resolution
• Must be customer oriented and highly cognizant of the importance of customer service and meeting service level commitments
• Works effectively under a high pressure and demanding work environment
• Ability to work in a complex global and cultural environment
• Associates degree or equivalent; Technical School preferred
• Network+ Certification, highly desired
• 1-2 years’ experience in analyzing end-user technical problem
• 1-2 years’ experience in a customer service or related role
• You will have basic knowledge of Remedy ticketing
• Prior experience preparing hardware, phone, and applicable network connectivity for new hires
• You will provide resolution and assistance to standard application : MS Office, IE9 & above, SEP, Cisco Jabber, Cisco WebEx
• Ability to provide technical support as it relates to computer systems, hardware and software. Ability to run Diagnostic programs, isolate problems, and resolve and implement solutions in a timely manner
• We seek prior experience building desktop and laptops on daily basis with a quick turnaround and minimizing down time for associates
• You will have knowledge of Windows 7, Office 2010, Bit Locker, Active Directory, MS Exchange, Symantec, SCCM, Cisco VPN, Cisco NAM and NAC, LAN, MS Dynamics, Cisco Webex, IE9 - IE11, Kofax, Rightfax, Reflectioins, HP Printers and IBM Ricoh Printers
• Associate will also answer helpdesk phones assisting internal Broadridge employees globally
• Email issues
• Windows 7 support
• Ability to lift box of paper and HP Laser Jet printers

Internet Help Desk Technician Resume Examples & Samples

• Minimum Education: High School or equivalent
• Preferred Education: College exposure and/or certification/technical courses
• Prefer customer service experience handling agitated customers
• Prefer a minimum of 6 months to 1-year technical support experience
• Prefer basic knowledge of DSL or FIOS internet connectivity
• Must have a minimum basic knowledge of internet application software
• Must have basic knowledge of a variety of operating systems such as Windows XP, Vista, 7, 8, 10 and Macintosh OS X and above
• Must have basic knowledge of computer hardware
• Prefer phone experience in call center environment
• Must be flexible to working a variety of hours in the day, as the center is open 24 x 7
• Provide technical assistance and support for incoming calls and issues related to computer systems, software and hardware
• Train computer users
• Respond to email messages from end users seeking help
• Walk end user through problem-solving process
• Recertify and clean up computer related equipment
• Troubleshoot problems with Local Area Networks (LAN)
• Install computer peripherals for end users
• Associates degree with one year experience in a technical customer service field
• Responsible for providing end user support and software, hardware, and network assistance
• Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Level I, II and III (when possible) Help Desk tickets
• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network
• Triage Level II and Level III trouble tickets
• Verify issue resolution on the customer’s behalf
• Verify with the customer that the issue has been resolved and update the ticketing system
• Interface with infrastructure, database, and development personnel
• Communicate plan, progress, and issues in a timely manner
• Actively contribute to ongoing process improvement
• Performs other duties or special projects as assigned
• Ability to complete multiple simultaneous projects in a timely manner
• At least 5-12 years of experience in the field or in a related area
• Familiar with a variety of the field’s concepts, practices, and procedures
• Windows XP, 7, 2003 and 2008
• CompTIA Security+CE
• IIS and VMware experience desired
• Ability to identify, troubleshoot and resolve Level One technical issues relating to computer systems, hardware, software, telecommunications, printers and networking
• Assist internal employees who are experiencing any procedural or operating difficulty with the use of company applications, products or services
• Respond to requests for technical assistance via phone, in person, or remotely using remote desktop software
• Communicate effectively and concisely, both verbally and in writing
• Identify and escalate issues requiring urgent attention or a higher level of knowledge
• Identify common issues and report those issues to management
• Follow Help Desk practices and procedures
• High School Diploma or GED with one year or more of Help Desk experience; or equivalent education
• Previous experience with Windows 7 and 8 and Microsoft Office 2013 Suite
• Demonstrated interpersonal skills and openness to new technologies
• Excellent analytical, interpersonal as well as verbal and written communication skills
• Ability to thrive in a fast paced, decentralized work environment
• Respond to incidents either in person or over the phone
• Demonstrate excellent customer service experience, trouble-shooting skills and excellent communication skills
• Must have experience with troubleshooting, problem escalation, MAC requests, and inventory, as related to the Help Desk
• Must have detailed knowledge of problem solving and help desk tools. - Will assist in administrative duties as well
• 1 year specialized experience, including knowledge of PC operating systems, networking and mail standards and work on a help desk team
• Experienced with personal computers and network operation
• Technical proficiency with Microsoft operating systems and Microsoft office suite
• Demonstrate a high level of customer relationship skills to include professional telephone etiquette
• High school education or equivalent and 3 years of total work experience with at least two years working in technical service providing end-user phone support for PC desktop and application software within an IT organization
• Must currently possess the CompTia Security+CE (must be current) certification in order to be considered for this position
• Highly desired is HDI Help Desk Analyst certification
• Must have a Valid Passport
• Familiarity with SCCM -12 and Server 2012 R2, and Remote Services
• As a lead must maintain Shop Policies and Operations. '
• Must have CompTia Security Plus and a MCP.(Microsoft Certified Professial Cert)
• Must a have the abilty to pass a CI Poly upon customer request
• Normal office duties in support of the contractor support team including sending/receiving emails, setting up meetings and managing calendars. Answering phones, forwarding calls, taking and forwarding messages
• Helps monitor the integrity and security of servers and systems and alert technicians to anomalies
• Maintains procedures and system documentation
• Interacts with users and assists when possible, or directs customers to qualified technician
• Assists with problem solving efforts
• Participates in daily status meetings and may be called on to present incident management information
• Document numerous customer requests per day via commercial ticketing management system
• Control, disseminate and monitor ticket queues
• Knowledge of the customer ticketing system
• Knowledge of the customer's ticketing processes
• Knowledge of customer Incident and Change management processes
• Incident management as a core process
• Proficiency in MS Office (MS Word, Excel, PowerPoint)
• Strong ability to write clearly and concisely
• Must be able to synthesize technical IT terminology and quickly summarize and simplify for non-technical personnel
• Minimum 6 months customer service experience required
• Must be able to type a minimum of 20 WPM
• Excellent organizational, workflow and multi-tasking skills
• Demonstrated ability to represent the organization in a positive, proactive manner
• Proven ability to work as a member of a team
• Ability to manage competing priorities, while adhering to strict deadlines
• Strong oral presentation skills including ability to clearly convey complex information and ideas to employees at all staff levels
• 8570 policy does NOT apply to this position
• Installs, configures, and upgrades computer hardware and software
• Provides troubleshooting and support
• Provides guidance and work leadership to less-experienced technicians
• Use ticketing system, Remedy for daily assignments and ticketing
• Knowledge of SCCM and Active directory management
• BIOS and UEFI Configurations updating and application
• Baselining PC's with appropriate network and adding Device Drivers
• Troubleshooting hardware on multiple Dell and Microsoft paltforms
• 3-5 years of directly related experience supporting hardware service desk operations
• The Help Desk Technician should ensure that professional support and response standards are met and maintained
• Develop a thorough understanding of client's applicable hardware/software configurations
• Successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
• Serve as the initial point of contact for troubleshooting hardware, software, PC, and printer problems
• High school education or equivalent and 6+ years of total work experience with at least 1 year customer service experience
• At least 24 months experience working in a Tier 1 Help Desk Environment
• At least 1 year business/personal experience with Windows 7
• Bachelor’s degree in related field accepted in lieu of experience
• Knowledge of Personal Computer and network operation
• Experience in use of Help Desk management software
• Possess the ability to evaluate system problems and provide resolutions
• Be able to participate as subject matter expert in long and short range terminology planning
• Ability to communicate effectively with all levels of technology users
• Demonstrate a high level of customer relationship skills

Help Desk Technician Entry Level Resume Examples & Samples

• Manage and distribute help desk tickets using help desk ticketing software
• Ability to demonstrate strong analytical and problem solving skills
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts to help others draw valid conclusions
• Perform worldwide support for multiple POS systems and OS platforms
• Answer Terrell help desk calls
• Assist users on various computer related issues
• Build PC’s from basic to engineering-caliber
• Troubleshoot all Printer’s (inc.label-type printers)
• Handle all mobile phone requirements
• Work on computer equipment as needed
• Create purchase orders for computer hardware and components
• Track and inventory all computer hardware and components
• Use PC software to track and route problem calls
• Working with the Tier 1 and Network Operations team
• Good PC troubleshooting skills required to help with user questions
• Good mechanical skills to work on computer equipment
• Good telephone etiquette and communication skills
• Regular and predictable attendance, safely perform tasks and adherence to all safety policies and procedures are essential functions of this job
• Monitor health of network, hardware, and software for Cash 360 customers
• Provide first line end user support of the cash management systems
• Provide timely, efficient and professional service to all clients to ensure client satisfaction
• Respond to user queries. Use diagnostic tools to isolate problems and implement solutions
• Create problem tickets for all calls and e-mails received, enter the history of the problem and subsequent resolution if resolved at the Help Desk
• Document problem resolution for the purpose of process refinement
• Attempt to resolve problems and follow established procedures by assigning and tracking problem tickets to second or third level support for resolution within allotted timeframes, follow up to ensure resolution
• Resolve issues by using quantitative, analytical and written communication and interpersonal skills
• 1-3 years’ experience in a call center environment or the hospitality industry
• A strong aptitude for problem-solving
• Exposure to help desk software, databases, and remote support
• Strong troubleshooting and multi-tasking skills
• The ability to operate under stress, multi-task in a fast-paced environment, and work in a team atmosphere
• The ability to learn, grasp and retain and apply a variety of system, network and security related concepts, information and procedures
• Associates degree in Information Technology, Networking or equivalent work experience
• Covers Help Desk phones as scheduled
• Resolves Level 1 tickets in the Altiris queue
• Troubleshoot/resolve user problems
• Setup and configure PCs, printers, monitors
• AD password resets
• Creates Help Desk documentation in the IMS Reference Database
• 0-3 Years experience on the Help Desk
• Good Problem solving skills
• CompTIA A+ certified
• Posesses understanding of all PC hardware, Microsoft OS, and OS drivers
• Ability to install and configure all Berry Plastics applications with little guidance
• Understands concepts of Microsoft Networking architecture
• Understands concepts of Microsoft server related functions such Active Directory and File Share Security
• Ability to travel to other Berry Plastics locations
• Requires guidelines to complete job successfully
• Majority of the decision making is done by a supervisor or manager
• Reports directly Help Desk Supervisor

Help Desk Technician Intern Resume Examples & Samples

• Attend the Help Desk call center phones
• Work on Help Desk Level 1 tickets
• Active Directory password resets
• Excellent Customer Service

Nmci-lead Help Desk Technician Resume Examples & Samples

• Associates Degree in related discipline & 5+ years related experience
• HS Diploma or equivalent & 7+ years of experience will be accepted in lieu of degree
• Chosen candidate should have 3 to 4 years of NMCI-related experience
• Individual must have in-depth knowledge of Microsoft Office Products
• Candidate should be able to provide technical and software maintenance support, prepare supporting documentation in support of various NMCI data calls and experience in the development and execution of transition plans
• Two years post high school technical education or equivalent.Strong communication and interpersonal skills
• Strong analytical and problem-solving skills and follow-through
• Demonstrated pattern of initiative
• Demonstrated ability to prioritize work and balance multiple tasks at once
• A working knowledge of Microsoft Office, Lotus Notes, and Windows
• Basic understanding of computer networks and components, including Ethernet, wireless, and TCP/IP
• Must be able to lift personal computer equipment up to 50 lbs
• Strong basic troubleshooting skills - ability to use process of elimination and logic
• Excellent, proven customer service skills
• Experience using Remote Tools, such as Go To Assist or Citrix
• Experience troubleshooting network connectivity
• Configure, test and install new, and/or upgrade existing software and hardware
• Working knowledge of Active Directory and user account set up
• Grow in familiarity with Nortek Global HVAC operations
• Provide website and phone support
• Maintains an attitude which consistently represents the organizational culture, including: the mission, vision and core attributes
• Other Ad hoc duties as assigned by manager
• Supports “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination
• A+ Certification and Microsoft Certification (MCP or equivalent) required
• Knowledge of Windows 7/8/10 and Microsoft Office 2013/16 Suite of applications
• This position will be expected to travel to Nortek Global HVAC locations when required
• Answer Helpdesk calls from Corporate Employees to IT
• Perform initial triage of incoming and end-user computer issues and problems, requires quick problem and issue identification
• Create a helpdesk tickets and document all problems and actions taken
• Provide accurate and professional resolution on all supported issues
• Assign tickets while working in a fast-paces environment
• Update customer on status of open tickets
• Accept responsibility/ownership for all assigned tickets from creation to resolution or to the
• Understands processes and procedures necessary to successfully perform tasks
• Possesses the technical and computer skills required in the position
• Demonstrates the ability to learn rapidly and adapt quickly to new processes and technology
• Provide help desk support and resolve trouble problems to end user's satisfaction
• Monitor and respond timely and effectively to requests received through Help Desk ticketing software and telephone
• Monitor tickets sent to the Help Desk queue with the ability to prioritize tickets
• Perform approved software and hardware installations
• Perform Windows and Third-Party Patch Testing prior to updates being pushed to user computers, and document results
• Update master laptop images, deploy updated images on laptop builds for deployment
• Maintain, update and keep track of computer systems, peripherals and software in inventory management
• Escalate issues to Tier II/Tier III support team for additional assistance with resolving reported issue(s)
• Ability to document and update resolutions add to Solutions Knowledgebase and document internal procedures as necessary
• Ability to follow instructions, work independently on assigned tasks which could include, but are not limited to, software upgrades, new computer system staging
• Requires on-site support at customer site in Kingstowne Alexandria 22315 as needed
• Familiar with Windows 7, Windows 8, Windows 10 and associated support concepts and best practices. Knowledge of Apple products helpful
• Understanding of Networking concepts and practices as they apply to desktop and laptop support
• Desire to share knowledge amongst the team through documentation and cross-training
• High standard of customer service, quality, and attention to detail
• Ability to utilize a high degree of creativity, analytical thinking, and initiative to solve business problems
• Strong oral and written English language skills including experience creating written documentation for technical and non-technical audiences
• Provide helpdesk support and resolve issues for end users
• Document and update internal technical procedures and How-To guides
• Automate and manage Windows and Linux workstation setup and deployment for new employees including hardware and software
• Support the onboarding of new users
• Perform timely workstation hardware and software upgrades and maintenance releases as required
• Associate degree in Computer Science or a related field or equivalent experience
• 2+ years of Helpdesk or related computer support experience
• Experience with Windows, Linux, Android, and iOS operating systems
• Advanced knowledge of the Microsoft Office suite, including Word, Excel, PowerPoint, and Outlook
• Basic Networking and TCP-IP knowledge
• VOIP and IP Telephony knowledge
• Must have a United States security clearance or the ability to obtain a United States security clearance
• Bachelor’s Degree in Information Systems, Computer Science or related field
• Scripting and desktop automation experience
• Consistently treat employees with the highest level of professional courtesy and always listen carefully to their questions and concerns
• Provides support to corporate employees locally and remotely on PC and MAC workstations
• Analyze root causes for system and application issues and resolve issues quickly and effectively
• Update systems and applications with the latest security patches
• All tickets must be completed based on defined service level agreements
• Creates and maintains knowledge base articles and procedures to support systems and applications
• Provides recommendations for process improvements and technology changes
• Communicate issues and incidents to all levels of the organization as required
• Respond promptly to all incoming phone calls, email and electronic requests from faculty, staff, emeriti, alumni, students, and prospective students
• Provide directory assistance for the university
• Provide level 1 support or assistance for UC enterprise services
• Triage incidents and service requests to appropriate support area for resolution
• Accurately document, categorize, and prioritize all incidents and service requests in the service management tool
• Provide excellent Customer Service by ensuring customer inquiries are handled quickly, politely, professionally, and efficiently
• Other duties as assigned or approved by immediate supervisor or manager
• Deliver outstanding service
• Excellent written, verbal communication skills
• Outstanding organizational and documentation management skills
• Ability to manage upset customers, conflicts and challenging situations
• Strong interpersonal skills with the ability to elicit cooperation from a wide variety of sources
• Flexible with shifting priorities
• Ability to thrive in a dynamic, fast paced environment where multitasking is required
• Ability to work independently in a team environment
• Ability to work multiple work schedules (shifts)
• Ability to work weekends and holidays
• Knowledge of Antivirus/Malware software, wireless configuration, mobile devices, VPN configuration, Exchange Email, Mac OS X, Windows 7-10
• A+ Certification, Microsoft or Macintosh Certifications
• Project coordination. Coordinate and complete projects within the IT department for assigned bank/region. This would include IT-driven/led projects and the IT portion of projects not led by IT (branch moves, remodels, opening, closures). Sets deadlines, assigns responsibilities, and monitors and summarizes progress of project. Compiles project status reports, coordinates project schedules, manages project meetings, and identifies and resolves technical problems. Identifies and analyzes systems requirements and defines project scope, requirements, and deliverables. Coordinates project activities and ensures all project phases are documented appropriately
• Corporate Communications. Lead role in supporting corporate video and audio conferences including executive meetings and earnings announcements (internal staff and external analysts)
• IT hardware and software support
• IT Asset Management. Responsible for administrative duties within the IT procurement and inventory management function. Maintains records and databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software. Minimizes organizational cost through product standardization and tracking. Tracks quality throughout the product lifetime. . Note that primary responsibility for these activities will be with a vendor partner. However, the role will ensure adherence, with hands-on involvement as needed, in this area
• Technology Refresh. Responsible for maintaining inventories of bank assets and in creating and managing projects to ensure appropriate refresh/replacement of IT assets. Primarily relates to desktop and laptop hardware and software, but could involve branch-based server and network equipment
• High school diploma or general education degree (GED); bachelor’s degree (BA or BS) from a four (4) year college or university, or equivalent education from a technical or trade school, strongly preferred
• A minimum of three (3) years of computer and peripheral equipment experience to include technical troubleshooting. For Technical II role, experience is 4-6 years; 7+ years for Technician III. Work related experience should consist of a technical background in LAN/WAN information resources, products or services. Educational experience, through in-house training sessions, formal school or technical industry related curriculum, should be business or financial industry related
• Ability to deal with technical problems involving multiple facets, variables and situations where only limited standardization exists
• Current state issued driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities
• Working knowledge of WIN 2000, Cisco Routers, TI circuits, TCP/IP, DNS and WINS
• Experience with Internet Connectivity
• Demonstrated strong analytical and project management skills for a variety of tasks or projects
• Ability to rely on limited information and use judgment to plan and accomplish goals. Performs a variety of tasks. Leads and coordinates the work of others. A wide degree of creativity and latitude is expected
• Strong client support orientation. This role has a technical element to it, but the primary focus is on client satisfaction
• Strong commitment to a team environment
• Capacity to work unsupervised
• TS/SCI Clearance is required
• CompTIA Security+ Certification is required
• Network+ and A+ Certification desired
• 3-4 years’ experience with Windows and related networking (TCP/IP, DHCP, DNS)
• Experience with Active Directory, Systems Management Server (SMS) and remote administration desired

Salesforce Help Desk Technician Resume Examples & Samples

• Responds to support requests in a timely manner
• Ensures reported issues are resolved completely before closing tickets
• Escalates support requests as appropriate
• Supports teammates on the IT Help Desk
• Provide high-quality customer service
• Collaborate with others in a professional manner
• Communicate effectively and efficiently
• Work well under pressure
• Use a variety of job-specific tools, office machines and other office equipment
• Troubleshoot network connectivity issues for on-site and remote end users
• Understand ITSM or ITIL processes
• Test and evaluate software for quality and performance
• Lift up to 50 pounds
• Learn new technology quickly and independently
• Work individually and in a team environment
• Manage multiple priorities in a timely and effective manner
• Develop and maintain detailed, usable technical documentation
• Understand and follow agency policies, procedures, standards, and guidelines
• Solid working knowledge of PC-based computer systems, networking and specialized software packages
• Proficient in Microsoft Windows, Microsoft Office, Printers, PCs
• Knowledge of Air Force-specific software a plus
• Ability to work well with and train customers on use of PC and application specific subjects Exceptional interpersonal and customer service skills
• Ability to communicate with people at all levels and skill sets within the organization
• Facilitate effective computer usage. Responds to incoming telephone calls and emails in a courteous and professional manner. Must build rapport and seek problem details from users while recording and tracking pertinent information. Acts as the point of contact for the IT department and back office operations
• Trouble shoots problems. Must be able to learn and retain techniques for resolving issues with computer hardware, software, IP phones, mobile devices, network, security and email problems
• Provisioning and decommissioning of users. May create and remove users in Active Directory and Microsoft Exchange environments. Works with file, print, application servers and workstation support. Also involves phone setups in a Cisco IP phone network
• Contribute to IT process improvement initiatives. Continually evaluates procedures and documentation to ensure concurrency. Participates in IT projects as requested
• On Call Duties. Must be able to support rotating on call duties for the Help Desk
• Problem resolution. Documents in detail what steps were taken to resolve the problem. Escalates problems as needed. Follows up with the user to verify the issue is resolved to their satisfaction
• High School diploma, general education degree (GED) or equivalent required; Bachelor’s degree, Associates degree, or IT related certifications preferred
• 2 - 3 years of experience in IT support role required— IT degree or certifications will be considered in lieu of some required experience, evaluated on a case-by-case base. Experience in banking or financial services industry preferred
• Familiarity with the use and operation of IT Service Management tools (i.e. KACE, Remedy, ServiceNow, etc)
• Must have strong knowledge of and experience with current Microsoft Windows and Office products
• Ability to learn and retain knowledge of various systems, tools, and applications
• Excellent analytical and trouble shooting skills with strong attention to detail
• Must have the ability to work efficiently and effectively under pressure in a deadline-driven environment while maintaining a professional and mature demeanor
• Excellent verbal, written, and interpersonal communication skills with the ability to interact with all levels of company employees
• Must be able to work rotating on-call shifts which may include evening and weekend hours
• 1-2 Year of experience desired with exposure to customer service and computer support
• 1-2 years Personal Computer experience including customer support or Help Desk Desirable
• Experience with an incident tracking system (Desirable)
• Good problem solving and analytical skills
• Microsoft Windows Operating Systems
• Network Connectivity
• Print Services
• E-Mail and Internet mail
• PC usage and troubleshooting
• Ability to interact effectively with others
• Ability to follow instructions to produce desired results
• Aptitude to multi-task workloads according to established priorities
• Ability to remain calm and courteous in periods of stress
• Good administrative and organizational skills
• Flexible and possesses a willingness to work overtime and work varying hours as required
• Has a good working knowledge of the hardware/software utilized in the office environment and provides local support on applicable software packages as necessary
• Maintains hardware/software inventory for all personal computer workstations
• Investigates and follows up on questions/problems pertaining to all technology usage
• Acts as a resource person assisting employees with problems on software applications
• Works with the Regional Training Coordinator to assist in technology training efforts as necessary
• Maintains communication with local technology management to ensure compliance with local, regional, and corporate technology standards and procedures
• Minimum of 3 years experience with installation, configuration, deployment, and support of computer hardware and software
• Must be customer service orientated
• Four year degree preferred
• Prior experience as a field technician is helpful, but not required
• Understanding of network LTE and 3G/CDMA infrastructure and cell site layouts preferred
• Demonstrated good communication skills
• Proven ability to learn and pick up new things
• Familiarity with OSS, RTT, ELPT/NPT, and BSM
• Experience with LTE and CDMA base station integration is a plus

Information System Help Desk Technician Resume Examples & Samples

• Conducts Active Directory maintenance for Exchange 2007 and 2010, uses Active Directory to create user accounts, security groups and group policies
• Loads and configures Microsoft Windows workstations and servers to comply with DISA�fs regulations
• Applies STIGs to the workstations and devices according to DISA�fs guidelines
• Services use of in house Audio Visual System, to include setup of presentations from external sources and configures and maintains commercial in�]house telephone system
• Maintain SharePoint 2013 to include site creation and data management
• Research questions using available information resources
• Participate in On Call rotation
• Escalate problems to appropriate support Tiers
• Track and route problems and requests and document resolutions
• Image and build laptops/desktops
• Support mobile devices such as iPhones and Androids
• Participate in special projects, as needed
• Ensures Health and Safety is the number one goal by following policies, processes, and acting in a safe manner at all times
• Identify the specific nature of user difficulties and provide a specific and effective response and solution
• Ensure a timely response to requests for e-mail and telephone assistance
• Log helpdesk calls and e-mails in the Incident tracking program
• Direct calls to appropriate information technology (IT) staff as necessary
• Regularly check voicemail and incident tickets, and respond promptly for requests for assistance
• Performs other duties and tasks as assigned from time to time by management and will be required by the needs of the Clean Harbors business
• 2+ years hardware and 6+ months Help Desk experience
• A+ Certification preferred
• Strong PC and troubleshooting skills
• The ability to provide technical support over the phone and professional demeanor

Help Desk Technician Vii-information Technology Services Resume Examples & Samples

• Independently diagnose and process customer problem tickets at the ITS Help Desk
• Maintain environment that strives for excellent customer service
• Keep staff apprised of situations that may result in Help Desk intervention or queries
• Provide first-level support to customers of the ITS Help Desk and ensure that a wide variety of questions or problems with technology support are resolved in a professional manner
• Solve problems by using a combination of user experience, research documentation, input from co-workers and other sources of information
• Identify and prioritize issues that are brought to the attention of the Help Desk
• Log all records of activity related to the problem calls within an automated software application used by the Help Desk
• Monitor open problem tickets with the Help Desk
• Provide a second-level function within the Help Desk structure to assist other members of the Help Desk team
• Provide leadership responsibility for Help Desk staff (full-time and student employees) when the Help Desk supervisor is unavailable
• Create user instructions and documentation for the ITS Help Desk web sites along with internal documentation as needed by the Help Desk team
• One year experience working as a team member in analyzing and evaluating computer system problems according to standard practices and procedures
• Experience applying analytical skills in resolving computer-related problems
• Effective problem-solving skills
• Ability to identify and resolve problems while maintaining excellent customer service
• Good interpersonal, organizational and decision-making skills
• Good working knowledge of PC, network applications, and various software packages including word processing and spreadsheets

Assistant Help Desk Technician Resume Examples & Samples

• Providing Service as first Point of Contact for any IT related customer issues
• Delivering of the service and the action items necessary to implement organizational strategies
• Tracking issues, performed troubleshooting steps, customer information details and all follow up actions in detail within Incident logging tool
• Investigating Client’s needs, following up on Customer feedbacks and improving Quality of Service
• Supporting and participating in any identified Quality Management System improvement processes
• Are genuinely interested in IT
• Are flexible regarding different shifts in the afternoons/late evenings/nights/weekends
• Maintain a journal of all calls received and log all support incidents to the call center database
• Write User Documentation as required
• Understand and abide by the Vitamin Cottage Service Request Policies for implementation of system change
• Undergraduate degree in Computer Sciences or Information Technology preferred or equivalent experience
• Customer service experience in an IT environment, including the ability to communicate effectively with users at all technical levels
• Must have ability to troubleshoot issues
• Must have knowledge of windows operating environment
• Experience with helpdesk ticketing systems
• Answer Help Desk incoming calls; provide first line response for users requiring assistance with information technology issues and problems. Provide a single view to the organization for information technology related problems
• Monitor the performance and utilization of all system hardware , software and networks; ensure the proper utilization, performance and highest availability of resources including but not limited to: CPU cycles, disk space, response time and network connections
• Respond to requests for technical assistance by phone,�email and/or using a help desk management system
• Track issues from start to resolution, updating the internal knowledge-base and/or communicating outcomes with relevant business units
• Escalate more involved problems to the appropriate tier level support teams; act as a liaison between customers and technical escalation teams and conduct follow up as appropriate
• Maintain knowledge of the Information Technology Infrastructure Library (ITIL) methodology, change leadership processes and risk leadership processes to improve trouble-shooting and problem resolution skills
• Refine and update technical and business skills through work assignments, advanced technical and business training, attending professional and business industry conferences and actively participating in professional organizations
• Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations; develop and maintain positive working relationships with all company departments
• Perform additional duties as assigned by leadership
• Skills: Operating systems and IT hardware certifications can be beneficial but are not usually necessary
• Answers telephones and responds to basic customer questions using established methods provided in training. Forwards call to appropriate personnel
• Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication under direct supervision
• Experience working with organizational functions and personnel
• Experience working with and skilled in the use of help desk software
• Ability to follow oral and written directions
• Create a helpdesk ticket and document all problems and actions taken
• Assign tickets while working in a fast-paced environment
• Accept responsibility/ownership for all assigned tickets from creation to resolution or to the point of escalations (level 2)
• Help with Hardware setup and images
• Must be able to create clear and detailed technical documentation
• Must possess strong communication skills (written and oral) as well as significant customer service skills
• Ability to work effectively with cross-functional team. Flexible enough to work with different technical skill levels and skill sets. Ability to work in a highly dynamic environment
• Ability to provide input and recommendation on new technology and process improvement
• Provide First level support for NSSFC users in the Technical Services Department and elevate requests to MIS Support services to resolve as applicable
• Maintain department PCs and related equipment. Perform or schedule any preventive maintenance to ensure optimum performance as well as maintain spare equipment
• Creates and maintains help desk support tickets for all users related to the NSSFC system
• Administer user security for NSSFC computer system, request user access to MIS as needed
• Run interference between NSSFC users and developers – (Communicate User needs to developers to minimize interruptions)
• Gather information from NSSFC users and submit applicable standardized documents
• Test code and provide developers feedback
• Ability to diagnose and take action to resolve system issues for our internal customers
• Must be courteous, have a customer centric attitude, professional, and enjoy helping others
• Self-starter, ability to work without close supervision
• Create requested reports to support users for the NSSFC system
• Must have good analytical, logical, and common sense to problem solving
• Ability to make hardware and software recommendations
• Performs in accordance with Corporate Policies and Procedures
• Assigns tasks/tickets to Tier I-III technicians from HP Service Manager, for Change, Acquisition and Non-Acquisition tickets
• Schedules all activities and technician dispatch requests
• Provides a positive climate for motivation
• Serves as central point for technicians to report all ticket status updates
• Analyzes and provides feedback to management to ensure that all Service Level Agreements (SLAs) are met on all assigned tickets
• Updates HP Service Manager with complete, accurate and timely information
• 5-8 years of related administrative and analytical experience
• 1-3 years of directly related experience supporting IT help desk operations
• 1-3 Years of directly related experience in supporting help desk operations
• Cargo Movement Operations System (CMOS)
• Logistics Module (LOGMOD)
• Automated Civil Engineer System (ACES)
• Security Forces Management Information System (SFMIS)
• Standard Base Supply System (SBSS)
• Next Generation Information Technology (NexGen)
• Online Vehicle Interactive Management System (OLVIMS)

Help Desk Technician Junior Resume Examples & Samples

• A written statement from a physician that the individual is free of all communicable diseases or valid documentation
• Hepatitis B vaccine - Required for all personnel with duties involving direct patient contact
• Must have a favorable National Agency Check (NAC) or a NAC must be initiated
• Answers calls or work orders from users requiring technology assistance; courteously ascertains reason for the call and determines whether issue can be immediately resolved or elevated to other staff
• Evaluates each call to determine nature of problem and whether related to hardware, software, applications, client/server systems, desktops, peripheral devices and others, etc.; determines if on-site assistance by Information Technology Desktop Support staff is appropriate and ensures Desktop Support are notified
• Uses remote desktop software to resolve issues, performs installations or demonstrates solutions to clients or help client identify issues
• Resolves as many user-reported problems as expertise permits using available tools, and following procedures and policies for the handling of cases
• Works with customers over the phone to provide step-by-step or detailed instructions on resolving the problem which may include modifying current programs, upgrading software versions and service packs, evaluating controls and security, new changes required
• Acts as a liaison between customers and internal support staff to assure accurate problem interpretation; maintains communications with customers during the problem resolution process if necessary
• Develops troubleshooting skills by using effective investigative methods and available troubleshooting tools
• Completes required Help Desk training to enhance and improve support
• Ensures all necessary information is accurately entered and tracked
• A college degree in computer sciences, information technology or information systems preferred
• One (1) year hands-on work experience working with Mac and PC based hardware, software, networking components in a multi-platform, client/server environment using LAN and/or WAN technologies preferred, preferably in a customer service role assisting with diagnosing technical problems
• Related technical certifications are helpful but not required
• May consider an equivalent combination of education, training and/or work experience
• Provide a positive example to students by supporting the University’s Doctrinal Statement, Ethical Position Statement and Mission of Grand Canyon University
• High School Diploma or General Education Degree (GED), or any combination of education and experience ­which would provide an equivalent background
• 2 years in a Customer Service type call center role required
• 1 year in a technical troubleshooting role for hardware and or software, Service Desk or NOC preferred
• Proficient with windows operating system, windows 7 or greater and a minimum of typing 55 WPM
• Experience with technical ticketing systems and escalation routing of customer request or issues
• Possess excellent verbal, reading, writing, and comprehension skills
• Knowledgeable of computers systems and of basic networking systems
• Experienced in Microsoft networking and file sharing
• Ability to prioritize many competing tasks, deal effectively with conflict and provide hands-on assistance to customers as needed
• Experience, and/or proficiency with MS Office is a plus
• Must be available for On-Call status as required
• Must be able to comply with all company policies, rules, procedures and Code of Conduct
• Must be able to interact well with others
• Must be able to work independently, or in a team setting
• Must be capable of working under tight time constraints in a high volume environment with multiple priorities
• Must be able to lift approximately 10-15 lbs., or more if required by the essential functions of the job­
• Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
• Must be authorized to work in the United States
• Assist in the research, setup, and testing of new software releases
• Assist in the administration of web logins and passwords
• Enter/resolve tickets in our call tracking systems
• Follow up with customers to ensure issue have been resolved
• Ensure that tickets are resolved within SLA guidelines
• Fast learning skills and adaptability
• Attention to detail with the ability to manage large amount of information intake
• Knowledge and experience of customer service practices
• Must be able to sit for prolonged periods of time in front of a computer
• Knowledge of ServiceDesk Plus would be advantageous
• Manage the flow of Help Desk tickets and monitor the queue for delays. Become the first contact for user support; interact with other IT staff
• Assist users with hardware and software problems and questions, to include file management, Internet and software usage, peripheral usage, etc
• Assist with Network Administration and Management, including troubleshooting problems with communications such as hubs, routers, switches, cables, etc
• Keep management informed of Help Desk ticket stats and trends. Post weekly stats to the department SQDC board. Compile other statistics as requested
• Two or more years of experience working in a help desk environment supporting hardware, software, and remote users in a complex environment preferred
• Experience with hardware and software installations as well as general configuration issues
• Outstanding verbal and documentation skills essential for trouble-ticket documentation, with the ability to communicate technical concepts to non-technical users
• Prior use of some or all of the following
• Bachelors and 2+ years or more experience or High School and 6+ years of experience can be used in liue of degree
• Must be able to work in a fast paced environment
• 2 years of System Analyst experience is desired
• Training experience
• Comptia A+, Security+
• Candidates must obtain CompTIA Security+ CE (Continuing Education) certification by start date
• The CompTIA CE requirement is met in one of the following ways
• Candidate obtained Security+ prior to January 1, 2011 and enrolled in CompTIA CE program by January 1, 2011
• Candidates who are not enrolled in the Continuing Education Program will not meet contractual DOD 8570 requirements
• Candidates will also be required to possess one of the following certifications by within 6 months of hire: MCTS on Windows 7, or MCITP EDST for Windows 7 (MS 70- 680)
• Identify, prioritize and resolve reported problems including data, account administration, desktop hardware/software, including application issues
• Responsible for maintaining and deploying systems via automated methods
• Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems
• Document, maintain, upgrade and replace hardware and software systems
• Maintain, analyze, troubleshoot and repairs computer systems, hardware and peripherals
• Provides end user training where required
• Ability to shift between projects/tasks to keep up with workload
• Strong communication/people skills
• Highly self motivated and directed, with attention to detail
• 3-5 years of technical support experience for small to mid-sized companies’ IT infrastructures (50-100 users)
• Strong understanding of Windows operating systems and applications in a domain environment, including Windows XP, Windows 7 and Microsoft Office suites
• Experience with desktop encryption methods
• Working knowledge of virtualization technologies
• Experience with desktop image management
• Experience with anti-virus technologies and troubleshooting
• Familiarity with Blackberry, IOS, mobile operating systems
• Basic understanding of TCP/IP, DNS, DHCP, and VPN configurations
• Ability to effectively configure, support and troubleshoot connection settings for Microsoft Outlook users in an Exchange environment
• Peripherals setup & support such as printers, scanners, etc
• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Document internal procedures
• 2 years of relevant technical experience
• MCITP Microsoft Certified IT Professional
• MCP Microsoft Certified Professional (2000 or 2003 or 2008 only)
• MCSA Microsoft Certified System Administrator
• MCSE Microsoft Certified System Engineer

Summer Student, Help Desk Technician Resume Examples & Samples

• Perform surveillance on customer’s Network equipment
• Manage workload with efficiency taking into consideration priorities
• Collaborate actively with different partners/suppliers
• Apply escalation procedures when necessary
• Always be aware of new Products and Services sold by Bell
• Degree in Computer Science or equivalent experience
• Knowledge of inter-networking (LAN/MAN/WAN/VoIP)
• Knowledge of the following product and services: IP (IP VPN, MPLS), Broadband (T1, ATM, OE, NGCE)
• Knowledge of the following tools: Maximo, Focus, Tim
• Customer oriented, teamwork and leadership
• Capacity to quickly analyse the customer’s requests
• Desire to serve and help our internal and external customers
• Ability to partner with multiple internal teams
• Listen, understand and respond to customer’s needs
• Ability and willingness to manage change and take full responsibility
• Quick reaction time and decision-making under pressure
• Demonstrate judgement and initiative
• Building and configuring PCs and laptops as well as loading software, and conducting audits for unlicensed software
• Running and terminating infrastructure cabling between workstations and communication closets
• Responding to client calls to troubleshoot reported problems and taking necessary steps to resolve the issue
• Strong skills in supporting desk side for Windows XP, Windows 7 and Windows 8.1 installation, troubleshooting and reporting
• Experienced to support Mac OSX laptops
• Assist users with Operating System issues, desktop software and printer issues
• Troubleshoot and support firewall and routing issues
• Purchase peripherals and components when necessary
• Understanding of networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls
• Email and Spam troubleshooting
• Bachelor’s Degree with a minimum of one to two (1 - 2) years experience in a similar supporting role or corporate environment is required
• A flexible, can-do attitude with customer orientation and strong dependability
• Reliable, punctual, well-organized, self-motivator who works well alone and with others
• 685 - Windows 7, Enterprise Desktop Support Technician
• 698 - Installing and Configuring Windows 10
• 697 - Configuring Windows Devices
• 2-3 years of help desk experience in a corporate environment that supports internal employees
• 1+ years of experience with Active Directory, setting up users and applying accesses
• Professionalism and a passion for customer service
• Receive customer problem reports and resolve problems immediately or within the scope of the documented Service Level Agreement when possible. Complete SR (Service Requests) as required
• Proactively assist users in preventing future problems by looking for root causes, correcting them, and providing training. Communicate to others at the Helpdesk and I/S Department potential problems and or patterns of errors
• Install and configure new PC's added to the HomeStreet Local Area Network
• Provide PC support to all users on the network, both hardware and software
• Provide limited "on-site" training to HomeStreet PC users. Training will include; basic computer usage, file management, and Microsoft Office applications
• Document all communication to and from customers, including resolution and follow-up notes
• Answer questions regarding system procedures, system status and downtime
• Coordinate and track requests for add/change/delete requests
• Responsible for employee moves in the home office, including but not limited to moving technology equipment, phones and patching network ports
• Provide Helpdesk support for “enterprise” applications, such as Lotus Notes (e-mail) and MS Office Processional applications
• Provide communication of current technology tips, shortcuts and services related to standard PC applications to members of I/S and entire company
• Responsible for maintenance of Software Library and check out/in
• Responsible for maintenance of Reference and Training Library and check out/in
• Responsible for maintenance/tracking/check out/in of loaner laptops, digital cameras, projectors, etc
• Assume other duties/projects as they arise and be responsive to the needs of the department
• 3 years of professional help desk experience
• Excellent customer service skills with the ability to make staff feel positive about their support experience regardless of the outcome
• Able to effectively communicate and disseminate information in a timely and accurate manner
• Be innovative and self-motivated and display personal initiative
• Ability to work at a high level as a team member as well as independently
• Foster and maintain a positive atmosphere in which skill-building and professional development are encouraged
• Strong reading, writing, comprehension, analytical, and interpersonal skills
• Excellent time management skills
• Able to work as a team member
• Technical background with working knowledge of computer systems, mobile devices, and other tech products
• Provide post-sale technical support and customized escalation services for Canon Solutions America's customers and employees
• Specialize and grow expertise in several advanced solution areas; become team subject matter expert
• Ensure customer encounters are maintained at the highest level of customer satisfaction
• Perform an efficient customer interaction using phone and web based support tools
• Act as senior resource for specific technical solution areas; internal team escalation point for advanced support
• Ownership of the most challenging support incidents handled by the Help Desk
• Facilitate escalations for technical support to vendors, NTSC, and other Canon resources
• Ensure proper documentation is maintained for operational processes
• Execute against a personalized education and training plan
• Follow all routine operational procedures
• Other duties as assigned for technical operations including monitoring mailboxes and handling email requests; monitoring and handling after hours phone messages; and monitoring and handling application based alert systems and ticket request queues
• Associates degree desired, demonstrated progress towards a degree program or equivalent business experience required
• Minimum five years relevant industry experience
• HDI and CDIA+ certifications required (if not certified, must achieve certification within six months of hire date)
• A+/Net+, CNA, CNE, MCP, MCSE, supported Canon and 3rd Party Software Certifications (i.e., eCopy, imageWARE, uniFLOW, Documentum, Kofax) desired
• Strong background in computer software, hardware and networking support
• Specific technical experience with related Canon hardware and software solutions, along with systems connectivity
• Provide on-call support as scheduled during non-business hours
• Communicate trends and undocumented issues to supervisor, Falcon EHR Support Team, or appropriate Project team
• Complete additional tasks and projects as assigned by Help Desk leadership
• Advanced ability to diagnose and troubleshoot Microsoft products
• Superior customer service skills and phone etiquette
• Ability to work evening, weekend, and holiday coverage as needed and scheduled
• Provide support of common business applications like Citrix, Firefox, Thunderbird, Symantec ghost, Symantec Corporate Antivirus, and Microsoft Office products
• Daily duties include creating and maintaining user accounts, installing software and applications, monitoring servers and networking components
• Strong communication skills and pleasant phone demeanor are essential
• The ideal candidate will have 5+ years of technology experience
• The successful applicant will have experience in removal of viruses and malware
• Windows 7 PC's
• HP Printers
• Multi-function devices
• Resetting Active Directory passwords
• Setting up computers for new users via a check sheet (no discovery needed)
• Field escalated requests from IT Helpdesk Analysts, via Help Desk Tickets (HDT) or telephone in a courteous and professional manner
• Desktop computing environment consists of VMware Virtual Desktop Infrastructure, Windows 7 and MAC OS
• Perform post-resolution follow-ups to all help requests
• Evaluate documented resolutions and analyze trends for ways to prevent future problems Develop help sheets and frequently asked questions/answers for employees and team members
• Develop an understanding of how the IT Services that currently exist can be uniquely applied to the customer base
• Assisting in the deployment of new Application, OS, Patch releases to the customer base
• Knowledge of basic computer hardware, including laptops, desktops and peripherals (PC & Mac)
• Extensive application support experience with MS Office, Outlook, SharePoint, Lync etc
• Perceptive attention to detail
• College diploma or university degree, technical degree from trade school in the field of computer science and/or 2 years equivalent work experience in a customer service role
• Emphasis placed on telephone and remote assistance skills
• Familiarity with Return Materials Administration (RMA Management)
• Maintaining and Management of Spares inventory
• Provide first level contact and convey resolutions to user issues
• Troubleshoot desktop environment and perform maintenance
• Document processes and procedures as required
• Provide quality desktop support to internal end users, including support for hardware, printing applications, user accounts, and telephone systems
• High school diploma or equivalent, required
• Associate or undergraduate degree in related fields and/or 1-2 years of desktop support, preferred
• Knowledge of basic networking, Microsoft Windows, Active Directory and Group Policy Objects
• Working knowledge of help desk software, databases and remote control
• Basic hardware troubleshooting, installation, and RMA\Warranty management
• Change management compliance
• Customer service orientation 
• Lotus Notes/ Domino
• Windows Deployment Services (WDS)
• Microsoft Office installation and troubleshooting
• AutoCAD (Basic Troubleshooting)
• Basic knowledge of Scripting (VbScript, PowerShell, HTA)
• Knowledge of Hosted Services models
• Excellent documentation and troubleshooting skills
• Effective oral and written communications skills in English
• Self-starter who is highly organized and learns quickly
• Able to handle multiple projects and assignments with attention to detail
• Price Billable Repair activity - Communicate repair estimates
• Provide technical support to customers regarding technical questions or problems
• Accurately update new data entry and maintain the Repair Department’s data base
• Telephone assistance
• Career guides, information and tools to help you successfully position yourself throughout every stage of your career
• Access to more than 3,000 online training courses through our Kelly Learning Center
• Weekly pay and service bonus plans
• Group- rate insurance options available immediately upon hire*
• Serves as contact for all related user support issues, providing advanced first level technology support
• Identifies and resolves service incidents, escalates difficult problems to other IT support teams when required
• Maintains the incident log and ensures the resolution of identified issues is documented through closure of the tickets
• Monitors changes on all existing and new applications, programs and systems completed and updates documentation as required
• Ensures Help Desk Service Level Agreements (SLAs) are met on all incidents
• Conducts after-action-reviews, addresses, and records resolution findings
• Educates users on desktop, online, remote (VPN) best practices regarding security, passwords and vulnerabilities and proper use of software applications
• Must have degree in information technology, or equivalent experience
• Must possess an understanding of TCP/IP and networking principles
• Experience with desktop and related hardware support, disk imaging utilities, help desk ticketing software, and enterprise antivirus software necessary
• Ability to write documentation to describe network and software changes related to applications and hardware
• 2+ years in end-user support and administration of Active Directory environments inclusive of user and workstation administration
• Experience supporting Office 2010
• Strong problem solving skills and methodical troubleshooting are required
• Must have the ability to work independently
• Must be a US citizen and have the ability to obtain a federal government security clearance
• Support duties relating to the development, maintenance, and support of the organization’s information technology
• Provides support to end users on a variety of IT issues
• Ensure users are provided efficient, effective, and timely support on a 24x7 basis; e.g. manage
• Bachelor’s degree or Equivalent Experience of Desktop management experience in a service
• Strong communication skills, both verbal and written, are a must
• Track record of working well with peers and leadership inside and outside IT; developing and
• Provide customer service support for office automation applications, PCs and printers
• Answer the INR helpdesk phones, provide field support, log calls into helpdesk software, troubleshoot and resolve technical issues, manage helpdesk tickets, escalate helpdesk tickets when necessary, keep users informed of their progress and run weekly helpdesk statistical reports
• Use HelpStar ticketing system for tracking all work performed. While performing the duties of this job, the employee must maintain an excellent telephone manner
• Associates Degree and 3 years of related experience (3 years providing end-user phone support for current PC desktop and application software OR 3 years installing, upgrading, troubleshooting and repairing personal computers in a network environment). An additional 2 years of experience may be substituted in lieu of degree
• Experience utilizing call logging software
• Must have a strong knowledge of Microsoft based operating systems with an emphasis on Windows 7, experience using and troubleshooting MS Office suite 2010, Outlook 2007/2010, Internet Explorer, Adobe and NT Toolkit
• Must be able to troubleshoot basic hardware and software issues, set-up and customize applications and perform network troubleshooting
• Must be capable of providing support to a custom developed messaging system based on RetrievalWare and be capable of understanding complex Boolean queries and assisting users in the development of queries
• Must have a current TS/SCI
• A+, Network +, Security +, Microsoft certs
• 1) Troubleshooting Windows 7 and Microsoft Office
• 3) Hardware and Software Tier 1 Support
• 2nd Shift (1:30PM to 10PM)
• 3rd Shift (10PM to 8 AM)
• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines
• Works with in house technical teams and vendor support contacts to resolve technical problems with desktop computing equipment and software
• Works with Server and Network Operations staff as appropriate to determine and resolve problems received from clients
• Interact with numerous computer platforms in a multi-layered client server environment
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems
• Trains and orients staff on use of hardware and software
• Performs hardware break fix and repair
• Maintain and troubleshoot telephone systems
• Minimum of two years of experience supporting XP, Vista and Windows 7 desktop/laptop PCs in a networked environment
• Experience supporting Apple Mac OSX and IOS devices, but will train the right candidate
• Experience troubleshooting software, peripheral and printing problems
• Experience working with Microsoft Office and Outlook
• A+ certified and/or Macintosh certification preferred
• Basic networking troubleshooting skills
• Active Directory and Exchange experience a plus
• Prior customer service and phone support experience a must
• Position requires 10% travel

IS Help Desk Technician Resume Examples & Samples

• Bachelor’s Degree in Computer Science or related field highly preferred
• 3-5 years of Network Administration with customer service interaction
• Experience working with Microsoft OS and Office Applications
• Independent worker with the ability to manage multiple projects simultaneously
• Experience supporting report sites including hardware and wiring
• Provide technical support for internal users
• Perform routine application and system updates
• Maintain and update Windows based system configurations
• Continue to evolve current support processes to improve efficiency
• Provide technical documentation for technical and non-technical users
• Participate in afterhours or offsite projects
• Experience creating PowerShell, Batch File scripts
• Experience using System Center Configuration Manager (SCCM), Altiris, or other systems management software
• Familiarity customizing MSI packages
• Ability to effectively troubleshoot a variety of technical issues
• Experience configuring Windows based computers
• Demonstrate a high level of customer service
• Positive attitude and excellent interpersonal skills
• Exceptional verbal and written communication
• Adaptability in a changing environment
• Prioritize and effectively manage time
• Ability to work independently as well as in a team environment
• Comfortable working with a wide variety of Windows and web based applications
• High school education or GED
• 1-2 years of experience working in a related IT environment or customer service position
• Reviews, analyzes and evaluates information technology systems operational issues such as but not limited to use of CIOX Health software products, third party software used in IOD’s line of business, PC’s, laptops, scanners, printers, multi-function devices, and all other peripheral devices. 
• Provides technical support to all users via email, phone, or other methods through the use of remote support technology. 
• Must be familiar with a variety of field concepts, practices, and procedures such as remote access/control, network and firewall management, cooperative interaction with customer IT/IS groups and internal departments, and vendor service relations. 
• Performs a variety of complicated tasks including but not limited to troubleshooting of hardware, software, network and operating system problems and failures; diagnostic testing; designing and developing one or more courses of action; evaluating courses of action in a test environment; implementing best solution. 
• Understands, evaluates compatibility and Installs custom and third party software at customer sites. 
• Investigates all issues, communicates with customers as to the intended plan, progress and problems encountered in resolving the issues in a timely manner according to the Service Level Agreement. 
• Interacts with customer lead personnel and management in the resolution of operational system issues that flow between CIOX Health and its customers. 
• Interacts with all levels of staff throughout the organization. 
• Achieves complete resolution to all reported issues by gathering pertinent data, identifying and evaluating options and recommending a course of action directed at a workable solution. 
• Troubleshoots and resolves all technical issues reported that adversely impact end users – both clients and employees - efficiency or productivity. 
• Maintains open communications with customer and other members of the team. 
• Installs and upgrades applications. 
• Verifies at all appropriate levels – internal and external to CIOX Health - that the issue has been satisfactorily resolved. 
• Supports internal web applications. 
• Required to follow and comply with CIOX Health’s Service Level Agreement as defined in our Customer SLA document
• Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones
• Log or record support tickets and/or cases
• 2 years experience or educational equivalent of Associate's degree
• Background in printers, computer software, hardware and networking support
• Proven IT customer service background with heavy troubleshooting over the phone
• Good computer skills (Windows XP/7, Microsoft Office 2007/2010)
• Strong interpersonal and collaboration skills
• Strong problem-solving skills
• Exemplary Attendance and strong work ethics
• The Help Desk Analyst is responsible for assisting the team and providing exemplary customer support
• This person will perform a wide array of tasks to support end users, customers, and prospects via phone, e-mail, and chat; this may include walking customers through basic functionality, assisting with password resets, and generally resolving well-known issues
• This role may also develop internal and external documentation, perform QA on the Support function, and analyze issues for patterns to improve the Customer Support function
• Network Printer troubleshooting/installation
• Local Printer troubleshooting/installation
• Creating/resetting/adding permissions in Active Directory
• Resolving connectivity issues
• Troubleshooting/resolving viruses
• Network drives/permissions
• Troubleshooting VPN issues
• Domain Troubleshooting
• Provides internal system support to all enterprise customers as well as external support to agent and policyholder customers
• Triage and troubleshoot client computing devices and peripherals for enterprise customers. Peripherals include, but not limited to mobile devices, tablets, printers, cameras, projectors, and similar devices
• Assists with and resolves call incidents, primarily through the incoming ACD/phone system queue via phone support
• Ability to manage multiple priorities and meet established service level agreements and deadlines in a high production environment
• Identifies, evaluates, and communicates the impact of change on information systems, procedures, and work flows
• Develops support documentation and user references (i.e. faxing, operating system, and Microsoft Office applications), as necessary, for client computing
• Maintains an up-to-date technical and practical knowledge and understanding of hardware and software analysis and troubleshooting
• Assists agents and policyholders with utilization of company specific, web based applications, in support of policy and claim administration
• Modifies and maintains specific end-user application security
• Communicates with external vendors related to software and hardware issues and problem solving

Help Desk Technician Internship Resume Examples & Samples

• Troubleshoot user’s problems
• AS/400 password resets
• Creates documentation to improve Help Desk issues
• Available to work year- round
• 0-3 Years’ experience on the Help Desk
• Understanding of PC hardware, Microsoft applications, such as Word, Excel, PowerPoint, and Microsoft operating systems (Windows XP and Windows 7)
• Good written and oral communications
• Provides technical (e.g., computer, camera, lighting, proprietary software, hosted solutions, telecommunications) support to employees, logging issues accurately and escalating, as necessary
• Uses call tracking software efficiently and accurately to document calls
• Provides professional customer service by answering call promptly, speaking clearly, checking for understanding, offering solutions or additional assistance, and working efficiently
• Demonstrates clear and timely communication to the end users and within the team
• Analyzes issues to determine root cause and implements fixes to minimize operational interruption
• Performs equipment repair or maintenance work
• Takes initiative to resolve internal customer experience issues, in a customer-focused manner
• Safe-guards all customer, employee and company proprietary and personal information ensuring customer and employee data is kept confidential at all times
• Creates and maintains documentation for user support, troubleshooting and reference
• Performs other projects or miscellaneous duties as requested or assigned
• 0-2 years in technical support function or related experience
• Other (knowledge, skills, and abilities)
• Ability to work a varied schedule including days, nights, holidays and weekends, as needed, as well as a rotating on-call schedule
• Strong computer skills (e.g., navigation, data entry), including Microsoft Outlook
• Strong communication skills (written, verbal and listening)
• Detail oriented in the execution and follow-up of work
• Ability to balance and execute against multiple projects/priorities simultaneously
• Takes initiatives

Computer Help Desk Technician Resume Examples & Samples

• Perfectly bilingual in English and French
• Minimum 1 year of customer service experience and/or call center experience
• Excellent customer service skills and strong communication skills
• A working knowledge of PC hardware/software troubleshooting
• Ability to analyze and solve problems pertaining to hardware and software on home and small office computer systems
• Ability to handle multiple responsibilities concurrently in a fast paced environment
• Must have a working knowledge of Windows
• Positivism, dynamism, team spirit
• Available to work day or evening shifts, weekdays and weekends
• Coordinates with state agency contacts in providing and/or supervising technical support
• Resolves system operations issues
• Notifies the MAXIMUS Help Desk to resolve major system issues
• Coordinates required systems maintenance with MAXIMUS Office of Information Systems staff, vendors, and project staff
• Ensures availability of project system applications, and hardware/software compatibility with state systems
• Maintains automated interfaces with all governmental and child support computer systems, in particular the new scanning equipment
• Performs daily network maintenance
• Ensures data from on-site servers are backed-up on a daily basis and back-up tapes are stored offsite
• Maintains the document management, LAN, intranet, and phone systems
• Develops and generates management reports and other ad-hoc reports, as needed
• Troubleshoots problems with printers, scanners, communications lines, cabling, terminals, and other devices related to the hardware/software of the computer or telephone system
• Meets with project management to verify that the data needs of the project are met.Serves as the catalyst for continuous process improvement both from an operations and a technical perspective, emphasizing the document management aspects of the systems
• Evaluates and validates all data for the project and for presentation to the state agency
• Evaluates project systems data for scheduling, performance, and best practices
• Maintains confidentiality and security of case and project information
• Five (5) years of experience in systems operations and maintenance
• Five (5) years of experience in a network-related environment providing in-depth LAN and similar systems operations support
• Two (2) years of experience with PC-based systems
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to successfully execute many complex tasks simultaneously
• Ability to work as a team member, as well as independently
• Provides support to troubleshoot and resolve problems associated with PC, server, telecommunication, network, software, hardware, and telephone system. Resolve problems at level of expertise and refer all other problems to more senior personnel. Perform assignments in compliance with established procedures
• Logs all calls and updates in the Help Desk tracking database. Provides reports on call volume, open problems, call type, etc. Assure that all calls in the database are resolved or transferred to appropriate groups or individuals for resolution
• Maintains the patching and antivirus testing and deployment process
• Manages and enhances the desktop administration and deployment process
• Assists with asset management of computer equipment. Makes purchasing recommendations for desktop hardware and software. Sets up and deploys new equipment, supports existing hardware and software
• Initiates and effectively exchanges technical and system application information to enable customers/users to more effectively perform their job function
• Provides sufficient and accurate documentation for customer review during all phases of project development and upon implementation
• Provides training for customers/users and other help desk personnel
• Completes all assigned tasks within the time and budget allocation. Promptly informs supervisor or other appropriate personnel of any significant events that would result in schedule delays
• Knows and applies the division’s quality policy and procedures of ISO 9001 as it relates to area of responsibility and the organization. Follows all standard operating procedures as prescribed and notifies appropriate personnel of any non-conformance
• Associate’s degree or equivalent education and 1-2 years of experience in a technical field to include supporting network and desktop peripherals and troubleshooting OR
• High School Diploma or GED and 6 years of experience in technical field to include supporting network and desktop peripherals and troubleshooting
• Desktop support experience based on current Windows Operating Systems
• Active Directory and Group Policy administration of the desktop
• Antivirus administration with Current software
• Windows patching administration with WSUS
• Desktop deployment experience using imaging based software
• Experience supporting MS Office (Outlook, Excel, PowerPoint, MS Word)
• Strong network troubleshooting skills
• Experience with ERP support, shipping software, CRM and phone system administration preferred
• Demonstrated ability to prioritize and multi-task
• Maintain and troubleshoot Mac and PC systems in School of Communication classrooms, labs, and offices
• Schedule and deploy operating system and application updates for all computers
• Image and set up new computers received at the School of Communication
• Ensure lab printers are operational and printer consumables are stocked
• Create, publish, distribute, monitor, and enforce computer lab policies and regulations
• Perform daily checks of lab and classroom computers and troubleshoot issues as needed
• Respond to incoming technical support requests from School of Communication faculty, staff, and students
• Log and manage technical support requests through an online incident management system
• Document new procedures as needed in an online knowledgebase
• Other duties as assigned by the Manager of Information Technology
• Provide Tier 2 service/phone support to store associates for basic end-user support during installation of iPads at international store locations
• Work with level 1 team to capture and address unexpected service requests
• May perform end-user training as it regards assistance with supported applications
• High School Diploma, GED, equivalent certification, or military experience
• A least 1 year experience with OS X/MacOS – El Capitan and later, especially including system image deployment, maintenance, software and system testing and encryption and security tools (McAfee and FileVault)
• At least 1 year of experience with Windows 7 or later, including image deployment, software and system testing and encryption and security tools (McAfee)
• At least 1 year support and administration including remote administration, end user support and interaction with other support groups including executive support
• At least 1 year experience with productivity tools running on Mac’s/PCs including MS Office, Lync
• At least 1 year Mac/PC experience in a medium to large environment
• At least 1 year experience with ticketing and traffic reporting tools (Zendesk, HPSM, or equivalent)

Help Desk Technician Nd Shift Resume Examples & Samples

• Receives and responds to incoming calls, emails, chats, and service tickets regarding user issues. ·
• Setups and supports the following: computer hardware, active directory user accounts, software, peripherals, VoIP telephones, security DVR systems, printers, fax machines and Bluetooth devices. ·
• Maintains and monitors backup jobs. ·
• Conducts research into PC issues and products as required. ·
• Generate monthly and quarterly audits. ·
• Provides reports for a variety of systems which includes Splunk, ServiceNow, Audits. ·
• Maintains the organization of IT storage areas. ·
• Manages the tagging of assets for all computer and computer related equipment. ·
• Provides training and support to users. ·
• Works when necessary with third party support in order to resolve issues. ·
• Cisco, EMC, Dell, Brother, Kyocera, Focus BT, Zebra, VMware, Microsoft, Linux, PRTG and AT Task. ·
• Strong verbal and written communication skills ·
• Excellent critical thinking skills; using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. ·
• Able to work independently within a set of guidelines. ·
• Strong sense of urgency; ability to execute quickly and efficiently. ·
• Excellent organization, planning, judgment, and time management skills. ·
• Must have reliable transportation to travel freely between office locations as needed. ·
• Must be able to lift 30+ lbs. on an occasional basis

Future Help Desk Technician Opportunity Resume Examples & Samples

• Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation
• Six months of related experience
• Demonstrated ability to solve issues with healthcare/clinical applications
• Excellent documentation skills
• Must be able to troubleshoot network connectivity of various workstations
• Must be familiar with and able to troubleshoot client peripherals including printers, KVMs, card readers, monitors, and blades
• Must meet DoD 8570 certification eligibility requirements (e.g., Security+ CE)
• Ability to prepare, objectively review, and deliver technical presentations
• Associate Degree (preferably in a Computer or Management related area) or equivalent combination of completed college-level classes, technology certifications and related work experience
• Demonstrated working knowledge of basic hardware and software products
• Strong problem solving/troubleshooting skills
• Functional knowledge of basic networking protocols
• Proficiency in Microsoft Office software
• 1 year of technical support experience
• 2 years of customer support experience
• 4 Information Technology degree
• 4 3+ years of proved work in the role
• 4 Knowledge of relevant incident tracking applications
• Work experience in trouble shooting problems with day to day operating environments and customer application
• Strong dedication to quality customer service
• Quickly respond to clients inquiries and complaints
• Minimum of 5 years of experience in I/T and in a Help Desk environment
• Work experience in Data Center and Network devices

EPG Help Desk Technician Resume Examples & Samples

• High School Diploma and 6 years experience, or any equivalent combination of relevant education and experience
• Security+ Required. Current A+, Network+, and/or CISSP preferred. Formal Military or Civilian Network education/certificate
• Experience administrating unclassified and classified network computers and peripheral equipment
• Ability to speak, read, write English. Possess a valid Driver's License
• Possess an active Secret Clearance prior to starting

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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

• Help Desk Resumes by Experience
• Help Desk Resumes by Role
• 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.

or download as PDF

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. 

Help Desk Technician Resume: Sample & Guide (Entry Level & Senior Jobs)

Create a standout help desk technician resume with our online platform. browse professional templates for all levels and specialties. land your dream role today.

Are you looking for a Help Desk Technician to join your team? Look no further! Our Help Desk Technician Resume Example provides a detailed guide on how to create a standout resume that will catch the attention of potential employers. Whether you are a seasoned professional or just starting out in the field, our resume example will help you showcase your skills, experience, and qualifications in the best possible light.

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• Why you should use a resume template

What does a Help Desk Technician do?

• Provide technical support to end users
• Troubleshoot and resolve hardware and software issues
• Install and update computer systems and peripherals
• Assist with network and security configurations
• Document and track user problems and their resolutions
• Train end users on new technologies and software
• Collaborate with other IT staff to escalate complex issues
• Maintain knowledge of current technology and industry trends
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What are some responsibilities of a Help Desk Technician?

• Provide technical support and troubleshooting for computer systems and software applications
• Install, configure, and upgrade hardware and software
• Respond to incoming requests for assistance via phone, email, or chat
• Document and track all support requests and resolutions
• Assist with user account management and access permissions
• Train end-users on hardware and software usage
• Collaborate with other IT staff to resolve issues and improve systems

Sample Help Desk Technician Resume for Inspiration

Personal Details:

• Name: John Smith
• Email: [email protected]
• Phone: 123-456-7890
• Address: 123 Main St, Anytown, USA

John Smith is an experienced Help Desk Technician with a proven track record of providing excellent IT support and customer service. He is highly skilled in troubleshooting and resolving technical issues, and has a strong background in maintaining hardware and software systems. John is a dedicated professional who is passionate about helping users navigate and solve their IT problems.

Work Experience:

• Help Desk Technician
• XYZ Company, Anytown, USA
• May 2017 - Present
• Responsibilities:
• Providing technical support and troubleshooting for hardware, software, and network issues
• Installing, configuring, and maintaining computer systems and peripherals
• Assisting users with account setups, email configurations, and security protocols
• Collaborating with other IT team members to implement new technologies and upgrades
• Bachelor of Science in Information Technology
• University of Anytown, Anytown, USA
• Graduated May 2017
• Strong problem-solving and troubleshooting skills
• Excellent customer service and communication abilities
• Proficient in Windows and Mac operating systems
• Knowledgeable in networking and server administration
• Experience with help desk ticketing systems and remote desktop tools

Certifications:

• CompTIA Network+
• Microsoft Certified IT Professional (MCITP)
• English (Native)
• Spanish (Proficient)

Resume tips for Help Desk Technician

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Help Desk Technician resume tips. We collected the best tips from seasoned Help Desk Technician - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Highlight your technical skills and certifications
• Showcase your experience with different help desk software and tools
• Emphasize your problem-solving and communication skills
• Include specific examples of successful troubleshooting and customer support
• Quantify your achievements, such as reducing ticket resolution time or increasing customer satisfaction

Help Desk Technician Resume Summary Examples

A Help Desk Technician Resume Summary or Resume Objective is essential for quickly and effectively showcasing your skills, experience, and career goals. It gives hiring managers a snapshot of your qualifications and sets the tone for the rest of your resume. Whether you're an experienced technician or just starting out in the field, a strong summary or objective can help you stand out and land your next job opportunity. For Example:

• Over 5 years of experience providing technical support and troubleshooting for hardware, software, and network issues
• Demonstrated ability to prioritize and manage multiple help desk tickets to meet SLAs and minimize downtime for end users
• Strong communication and customer service skills, with a focus on delivering clear and effective technical guidance to non-technical users
• Proficient in using ticketing systems and remote desktop tools to resolve technical issues and provide remote support
• Familiarity with Windows and Mac operating systems, as well as common business applications and productivity tools

Build a Strong Experience Section for Your Help Desk Technician Resume

Building a strong experience section for a help desk technician resume is important because it showcases the candidate's expertise in troubleshooting, problem-solving, and technical support. This section provides evidence of the candidate's ability to handle a wide range of customer issues, manage IT systems, and contribute to the overall success of the help desk team. A strong experience section can help a candidate stand out and demonstrate their value to potential employers. For Example:

• Resolved technical issues for over 100 users on a daily basis
• Provided remote support to end-users using phone and remote desktop software
• Installed and configured hardware and software for new and existing employees
• Diagnosed and troubleshooted computer and network problems
• Managed and prioritized help desk tickets using a ticketing system
• Trained new employees on basic computer troubleshooting techniques
• Performed regular maintenance on company's computer systems
• Assisted in the development of help desk knowledge base and training materials
• Collaborated with IT team to implement new software and hardware solutions
• Provided exceptional customer service by following up with end-users to ensure issue resolution

Help Desk Technician resume education example

A Help Desk Technician typically needs a high school diploma or equivalent, as well as some form of postsecondary education, such as a certificate or associate degree in computer science, information technology, or a related field. Additional certifications, such as CompTIA A+ or Microsoft Certified Desktop Support Technician, may also be required or preferred by employers. Strong problem-solving and communication skills are also important for success in this role. Here is an example of an experience listing suitable for a Help Desk Technician resume:

• Bachelor's degree in Computer Science, Information Technology, or related field
• Certification in CompTIA A+ or Microsoft Certified IT Professional (MCITP)
• Training in networking, hardware, and software troubleshooting
• Continuing education courses in relevant technology and help desk support

Help Desk Technician Skills for a Resume

Adding skills to a Help Desk Technician resume is essential because it demonstrates the candidate's technical competencies and abilities to troubleshoot and resolve technical issues. By including relevant skills, such as proficiency in various operating systems, hardware and software knowledge, and customer service expertise, candidates can showcase their qualifications and increase their chances of being selected for a Help Desk Technician position. Soft Skills:

• Excellent Communication
• Customer Service
• Problem-Solving
• Adaptability
• Time Management
• Attention to Detail
• Conflict Resolution
• Hardware troubleshooting
• Software installation
• Network troubleshooting
• Operating systems
• IT security
• Remote desktop support
• Printer maintenance
• Software diagnostics
• Customer service
• Database management

Common Mistakes to Avoid When Writing a Help Desk Technician Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Help Desk Technician resume

• Excellent communication and customer service skills
• Proficient in troubleshooting and resolving technical issues
• Experience with ticketing systems and IT support tools
• Ability to work under pressure and meet tight deadlines
• Strong attention to detail and problem-solving abilities
• Knowledge of various operating systems and software applications
• Certifications in relevant IT areas, such as CompTIA A+ or Microsoft Certified Professional
• Experience in providing remote support and on-site assistance
• Ability to adapt to new technologies and learn quickly
• Experience in documenting and updating knowledge base articles

Help Desk Technician Resume Example

Troubleshooting tech, but your resume needs a reset? Dive into this Help Desk Technician resume example, configured with Wozber free resume builder. Discover how to layout your support savvy to align with job requirements, ensuring your career doesn't end up in the queue!

Help Desk Technician Resume Templates

How to write a Help Desk Technician resume?

Embarking on the journey to secure your next role as a Help Desk Technician? Your resume is your first line of defense and your best ally in capturing the attention of hiring managers. With the guidance of Wozber's free resume builder , this guide is tailored specifically for aspiring Help Desk Technicians.

It's time to transform your resume into a compelling portrayal of your expertise, all while ensuring it's optimized for Applicant Tracking Systems (ATS). So, gear up and let's create a resume that not only meets the job description but surpasses expectations.

Personal Details

The doorway to your Help Desk Technician resume starts with the Personal Details section. Here's how to craft this crucial segment to ensure you're presenting yourself in the best light possible.

1. Name as Your Headline

Think of your name as the headline of your professional story. Make sure it's prominently placed and in a clear, professional font. This isn't just about aesthetics; it's about ensuring that your name leaves a memorable impact.

2. Job Title Precision

Below your name, crisply align your title with the job you're applying for - in this case, "Help Desk Technician." This immediately tells the hiring manager that your application is not random; you're here with a mission.

3. Contact Information Essentials

Your contact details must be straightforward and error-free. A professional email and a reliable phone number are your basics. Double-check for typos - an incorrect digit or letter can cost you an opportunity.

4. Location Confirmation

"Must be located in or willing to relocate to San Francisco, California." Your resume addressing this requirement upfront - by highlighting your San Francisco location - puts you a step ahead in alignment with the job's logistics.

5. Online Presence

If you have a professional LinkedIn profile or a personal website showcasing your technical projects, include them. Make certain they're polished and mirror the professionalism of your resume. This is your chance to provide a deeper insight into your capabilities.

Crafting your Personal Details with precision and care sets the tone for your entire resume. Ensure these details are immaculate and strategically positioned to align with the Help Desk Technician role. It's the handshake before the dialogue - make it count.

The Experience section is where you showcase your journey as a Help Desk Technician. Let's ensure it speaks volumes about your achievements and aligns perfectly with the job description.

• Provided expert‑level technical support to a vast user base of over 1,000 employees, resulting in a 25% decrease in average ticket resolution time.
• Installed, configured, and maintained advanced desktop systems and software applications, improving system uptime by 30%.
• Responded to and resolved over 5,000 support tickets annually, ensuring a 99% user satisfaction rate.
• Collaborated seamlessly with the IT team, leading to a 15% faster problem resolution and enhanced departmental efficiency.
• Conducted quarterly end‑user training sessions, refining the team's software proficiency and reducing onboarding time for new hires by 20%.
• Delivered timely troubleshooting and issue resolution for a user base of 500, achieving a 95% first‑call resolution rate.
• Played a major role in a company‑wide software migration, successfully migrating 300 systems with minimal disruption.
• Documented over 200 knowledge base articles and user guides, enhancing self‑service capabilities for end‑users.
• Assisted in quarterly network maintenance activities, ensuring a 99.9% system uptime during maintenance windows.
• Spearheaded a team initiative to streamline help desk procedures, resulting in a 15% boost in overall productivity.

1. Analyze the Job Description

Dive deep into the job description. Notice how it emphasizes experience in troubleshooting and resolving hardware, software, and network issues. These are the keywords and tasks you'll want to mirror in your own role descriptions.

2. Present Your Journey

Chronologically list your roles, starting with the most recent. Detail your job title, the company's name, and the duration. Ensure this framework is clear - it's the skeleton of your professional story.

3. Highlight Relevant Accomplishments

"Installed, configured, and maintained advanced desktop systems," directly reflects the responsibilities from the job description. Tailor your achievements similarly, ensuring they resonate with the Help Desk Technician role. Quantify your impact whenever possible.

4. Quantify Your Impact

By quantifying your achievements (e.g., "Resulted in a 25% decrease in average ticket resolution time"), you offer tangible proof of your effectiveness and dedication. Numbers speak loudly in resumes, making your contributions indisputable.

5. Relevance is Key

Align your experience with the help desk domain. This isn't the place for unrelated achievements. Every point should underline your suitability and readiness for the Help Desk Technician position.

The Experience section is your professional battleground. It's where you align your journey with the job at hand, proving you're not just capable but exemplary for the Help Desk Technician role. Precision here leads to consideration - and ultimately, to hiring.

Education lays the foundation of your Help Desk Technician resume. It's not just about listing degrees; it's about showcasing a background that prepares you for the challenges of the role.

1. Highlight Required Degrees

The job specifies, "Bachelor's degree in Information Technology or related field." If your qualification aligns, make it prominent. Your education is a direct reflection of your preparedness.

2. Structure for Clarity

Maintain a clean structure: Name your degree, the field of study, the institution, and your graduation year. This streamlined approach ensures that the hiring manager can quickly assess your educational background.

3. Align Degree with Job Needs

If your degree specifically matches the job requirement, bring that to the forefront. A Bachelor's in Information Technology, as listed, perfectly sets the stage for your capability in the Help Desk Technician role.

4. Additional Achievements

Though not mandatory for experienced professionals, if you're at the start of your career, highlighting relevant coursework, honors, or extracurricular activities related to IT can bolster your profile.

5. Continuous Learning

In the ever-evolving field of IT, ongoing education is key. Listing any ongoing or recently completed courses relevant to the Help Desk Technician profession can demonstrate your commitment to staying current.

Your education section is more than credentials; it's a testament to your foundational knowledge and your commitment to the field. Make it resonant and reflective of the Help Desk Technician requisites. Show that your educational journey has purposefully led you here.

Certificates

In the technology arena, certifications powerfully complement your experience and education. Let's ensure your certificates section proves your ongoing commitment to excellence.

1. Pin to Job Requirements

The job description singles out "CompTIA A+ and Microsoft Certified: Modern Desktop Administrator Associate" as desirable. If you hold these, or other relevant certifications, make them shine. This isn't just meeting the bar; it's adding layers to your expertise.

2. Choose Relevant Certifications

While it might be tempting to list all your certifications, focus on those that directly enhance your candidacy for the Help Desk Technician role. This prioritization shows you know what's critical and demonstrates your specialized knowledge.

3. Date Them Right

Especially for technology-related certifications, being up-to-date is crucial. Mention acquisition or renewal dates to indicate the currentness of your expertise. This small detail can greatly influence your resume's relevance.

4. Keep Evolving

The tech field is perpetually on the move. Regularly updating and expanding your certifications is a strong signal to potential employers of your dedication to growth and adaptability.

Your certifications aren't just feathers in your cap; they're loud and clear signals of your capability and commitment to your profession. Tailor this section to the Help Desk Technician requirements and show you're not just ready for the role, but ahead of the curve.

The Skills section is a concise showcase of your professional arsenal. For a Help Desk Technician, this is where you align your toolbox with the role's demands.

1. Keyword Alignment

Scrutinize the job description for skills - both stated and implied. Terms like "Microsoft Windows operating systems," "Microsoft Office Suite," and "technical support" are clear indicators. These aren't just skills; they're your keywords for ATS optimization.

2. Prioritize Relevance

Select skills that directly address the role's needs. This targeted approach not only keeps your resume focused but also reinforces your suitability for the Help Desk Technician position.

3. Balanced Toolkit

Combine technical skills with soft skills, like "strong communication" and "customer-oriented approach," as specified in the job description. This blend showcases your multifaceted capability.

Your skills section is a power-packed snapshot of what you bring to the table. Keep it targeted, keep it relevant, and ensure it's ATS-friendly. This is your chance to quickly convey that you're not just a fit for the Help Desk Technician role; you're an asset.

In a globalized world, your linguistic abilities can set you apart. Aligning your language skills with the job's requirements could provide you that edge, especially in roles interacting with a diverse user base.

1. Job Description Clues

The ability to "communicate in English effectively" is explicitly stated. Make sure your proficiency in English is clear and any additional languages are listed as a bonus.

2. Prioritize and List

Start with the languages most relevant to the job, but don't shy away from listing others. This can highlight your ability to communicate with a broader user base or work in multicultural environments.

3. Be Honest

Accurately represent your proficiency levels. Misrepresentation can lead to awkward situations, especially if the job requires interaction in those languages.

4. Cultural Competence

Understanding and interacting across cultures is a soft skill in itself. The ability to communicate in multiple languages speaks volumes about your adaptability and cultural sensitivity.

5. Role's Scope

Assess how language skills fit into the broader scope of the role. For a Help Desk Technician, especially in diverse or international settings, being multilingual could significantly enhance your effectiveness.

Your proficiency in languages is more than just words; it's a bridge to better communication and understanding in a tech-driven, connected world. Showcase this ability with clarity and pride, especially when it complements the core requirements of a Help Desk Technician.

A well-crafted Summary sets the stage for your Help Desk Technician resume, offering a glimpse of your professional narrative. Here's how to make it impactful and reflective of your fit for the role.

1. Core Understanding

Begin by absorbing the essence of the Help Desk Technician role. Your summary should echo the job's primary needs, knitting your skills and experience into a coherent opening statement.

2. Opening Statement

Initiate with a concise introduction that highlights your profession and years of experience. Make it inviting, stating clearly why you're not just a candidate, but the candidate for this position.

3. Address Requirements

In a few impactful lines, zero in on skills and achievements that directly respond to the job's call. It's about distilling your vast experience into a potent snapshot that screams relevance.

4. Brevity and Punch

The power of a summary lies in its brevity and ability to capture attention. Keep it succinct, but ensure it carries weight, outlining why you stand out as a Help Desk Technician candidate.

The Summary isn't just an introduction; it's your elevator pitch. It primes the reader, setting a tone of professionalism and precision that resonates throughout your resume. Make it compelling, and watch your application rise to the top.

Launching Your Help Desk Technician Journey

Congratulations, you've now navigated the essentials of crafting a standout Help Desk Technician resume with Wozber. Your journey doesn't stop here. Dive into Wozber's free resume builder , making the most of ATS-friendly resume templates and the ATS resume scanner to ensure your resume isn't just seen, but remembered. Remember, your resume is more than a document – it's a testament to your dedication and quality as a professional.

Fine-tune it, personalize it, and let it open doors to new possibilities. Your future as a Help Desk Technician is bright. Seize it with confidence!

• Bachelor's degree in Information Technology or related field, or equivalent combination of education and experience.
• Minimum of 2 years' experience in a help desk or technical support role.
• Proficiency in Microsoft Windows operating systems and Microsoft Office Suite.
• Strong communication and interpersonal skills with a customer-oriented approach.
• Relevant certifications such as CompTIA A+ and Microsoft Certified: Modern Desktop Administrator Associate.
• Must have the ability to communicate in English effectively.
• Must be located in or willing to relocate to San Francisco, California.
• Provide first level technical support to end-users, troubleshooting and resolving hardware, software, and network issues.
• Install, configure, and maintain desktop systems and software applications.
• Respond to support tickets, utilizing a ticketing system to document and track all user interactions.
• Coordinate with IT team for escalated support and problem resolution.
• Conduct end-user training and assist in the creation of knowledge base articles and user guides.

Other Information Technology Resume Examples

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• Career Blog

Help Desk Technician Resume: Examples and Best Practices

As businesses become increasingly reliant on technology, the role of a Help Desk Technician has become essential. A Help Desk Technician is responsible for providing technical support and troubleshooting to end-users, either over the phone or in-person. In this article, we will explore the importance of a well-crafted Help Desk Technician resume and highlight the best practices for creating an outstanding one.

Help Desk Technicians are responsible for supporting and resolving technical issues for end-users. They must have excellent communication skills and be able to navigate complex technical issues. They also must have the ability to work under pressure and meet tight deadlines. A Help Desk Technician may also be responsible for maintaining an inventory of hardware and software, updating systems, and maintaining documentation.

Importance of a Stellar Help Desk Technician Resume

A Help Desk Technician resume is a critical tool in the job search process. It is often the first document that recruiters and hiring managers see, and it must make a positive impression. A well-crafted resume can make the difference between getting an interview and being overlooked. Many Help Desk Technician jobs require a bachelor’s degree in a relevant field, but experience and industry certifications can also be valuable. Therefore, it is essential to tailor the resume to showcase relevant skills and experience.

Key Skills in Help Desk Technician Resume

When it comes to writing a help desk technician resume, it is important to mention key skills that are essential to perform the job efficiently. Here are the six essential key skills that every hiring manager looks for in a help desk technician resume:

A. Technical Skills

Technical skills are necessary to solve customer issues in real-time. Help desk technicians should have expertise in operating systems, networks, hardware, software, and various tools to provide seamless service. Mentioning technical skills such as proficiency in operating systems like Windows or Linux, knowledge of programming languages like C++ are some examples of technical skills that make your resume stand out.

B. Soft Skills

In addition to technical skills, having soft skills also makes a difference in how effective you are in handling customers. With exceptional soft skills, a help desk technician can improve customer satisfaction, and ensure the issue is resolved quickly. Some of these skills may include empathy, listening skills, patience, and a positive attitude.

C. Analytical/Problem-solving skills

On occasions, customers may encounter problems that may not have a straightforward solution. A help desk technician should possess the necessary critical thinking and analytical problem-solving skills to identify, troubleshoot, and solve these issues. Demonstrating expertise in analyzing and diagnosing issues, recommending practical solutions with an attention to detail can help you stand out.

D. Communication skills

As a help desk technician, you would interact with customers daily, and excellent communication skills are essential in the job. You should be able to communicate effortlessly, use proper tone and language, and also be an active listener to understand the customer’s problem accurately in order to formulate the necessary responses.

E. Customer Service skills

The role of a help desk technician is all about delivering excellent customer service. While technical skills are crucial, customer interaction is the important part of Help Desk Operations. Mentioning your ability to focus on customer needs, being patient while helping the customer, and your ability to keep calm under pressure can make a strong impression.

F. Time management

Help desk operations rely on time management skills and the ability to prioritize tasks effectively. Ensuring that all customer issues are resolved within a reasonable time frame is an essential responsibility of help desk technicians. You should demonstrate competencies such as multi-tasking, being punctual with tasks, and prioritizing high priority tasks first.

When writing your help desk technician resume, highlighting all these key skills, and mentioning your accomplishments and experience helps to set you apart and generate interest from potential employers.

Formatting Tips for Help Desk Technician Resume

As a Help Desk Technician, you need to have a resume that effectively communicates your skills and experience to potential employers. While it’s important to have relevant experience and qualifications, it’s equally important to have a resume that is easy to read and understand. In this section, we will discuss some formatting tips that can help you create a professional and attention-grabbing Help Desk Technician resume.

A. Importance of Formatting

Formatting your resume is critical in making it stand out among the hundreds of others that hiring managers receive. A well-formatted resume not only highlights your skills and experience, but also shows that you have attention to detail and are organized. A poorly formatted resume, on the other hand, can be difficult to read, and may cause the hiring manager to overlook important information.

B. Choosing the Right Layout

The layout of your resume should be simple and easy to read. To achieve this, consider using bullet points to highlight your achievements, and ensure that your headings and subheadings are clear and consistent. Avoid using too many fonts or colors, as this can make your resume look cluttered and unprofessional.

C. Using Standard Sections

Your Help Desk Technician resume should include standard sections such as an objective statement, a summary of qualifications, and a work history section. Including these sections not only makes your resume easy to read, but also shows that you understand the traditional structure of a resume.

D. Tips for Non-Standard Sections

If you have experience or skills that don’t fit into traditional sections, don’t be afraid to include them in your resume. For example, if you have experience using a specific software or tool that is relevant to the job you’re applying for, consider creating a section specifically for this skill. However, make sure that these non-standard sections are still easy to read and follow.

E. Use of Keywords

Including relevant keywords in your Help Desk Technician resume is important for two reasons. First, it can help your resume get past applicant tracking systems (ATS) that many companies use to screen resumes. Second, it shows that you have a good understanding of the industry and the specific skills and experience that are valued in the field.

A well-formatted Help Desk Technician resume is critical in making a good first impression on potential employers. By following these formatting tips, you can create a resume that effectively communicates your skills and experience, and increases your chances of landing an interview.

Components of a Help Desk Technician Resume

A well-crafted Help Desk Technician resume should include the following components:

A. Objective Statement

This statement provides a brief overview of the candidate’s career goals and aspirations. It should be tailored to the specific company and position sought.

B. Summary Section

This section should provide an overview of the candidate’s skills, experience, and qualifications. It is a brief introduction to the rest of the resume and provides the reader with an initial impression of the candidate’s suitability for the position.

C. Work Experience

• Listing Work Experience  This section should provide an overview of the candidate’s previous positions held, including job titles, company names, dates of employment, and job duties.
• Highlighting Relevant Experience  The candidate should pay special attention to highlighting experience that is directly relevant to the Help Desk Technician role they are applying for.

D. Education

• Listing Relevant Degrees and Certifications  This section should list the candidate’s degrees, certifications, and licenses. It is important to include only those that are relevant to the position being applied for.
• Adding Information about Professional Development and Specialized Training  The candidate may also want to include any additional training or certifications that they have obtained outside of their formal education, such as online courses, workshops, or certificates of completion.

E. Skills and Abilities

• Listing Relevant Technical Skills and Proficiencies  This section should list the candidate’s technical skills and proficiency with software and hardware that are commonly used in the Help Desk Technician role.
• Highlighting Relevant Soft Skills  It is equally important to highlight soft skills such as customer service, communication, and problem-solving. These skills are critical for success in a Help Desk Technician role.

F. Job-Specific Accomplishments

• Providing Specific Examples and Metrics  This section should showcase the candidate’s achievements and contributions, with specific examples and metrics.
• Showcasing Achievements and Contributions  This section can include anything from improved efficiency to the implementation of new systems or processes.

G. References

It is optional to provide references in a Help Desk Technician resume, but if the candidate chooses to include them, they should ensure that they have the permission of the person listed, and that the reference is relevant to the position. It is also important to provide up-to-date contact information.

A well-crafted Help Desk Technician resume should include a clear objective statement, a summary section highlighting relevant skills and experience, detailed work experience, relevant education and training, technical and soft skills, specific job-related accomplishments, and optionally, references.

Examples of Effective Help Desk Technician Resumes

In this section, we will provide two examples of effective help desk technician resumes. One will be for someone with limited experience and the other for someone with extensive experience.

Example 1: Help Desk Technician with Limited Experience

• Objective Statement : A help desk technician position at ABC Company where I can utilize my technical knowledge and customer service skills to provide exceptional support.
• Work Experience : Limited experience, but highlight any relevant internships or part-time work in the field.
• Education : List any relevant coursework or certifications, such as a CompTIA A+ certification or a degree in computer science.
• Skills and Abilities : Highlight technical skills and abilities such as troubleshooting, software installation, and hardware repair, as well as soft skills such as communication and problem-solving.

Example 2: Help Desk Technician with Extensive Experience

• Objective Statement : A senior-level help desk technician position at XYZ Company where I can use my extensive technical knowledge and leadership experience to provide top-notch support.
• Summary Section : A brief summary of your experience and accomplishments, highlighting the most significant achievements.
• Work Experience : List previous positions and duties, emphasizing any leadership roles or special projects.
• Education : List any relevant degrees, certifications, or training courses.
• Skills and Abilities : Highlight technical skills and abilities such as network management, server administration, and software implementation, as well as soft skills such as leadership and team collaboration.
• Accomplishments : Describe your most notable accomplishments, such as major projects you led or significant improvements you made to the help desk’s operational efficiency. Be sure to quantify your achievements with specific metrics or examples wherever possible.

By following these examples, you can craft an effective help desk technician resume that highlights your skills, abilities, and accomplishments in the field. Remember to tailor your resume to the specific job you are applying for and always proofread carefully for errors and typos. Good luck!

Tips for Writing an Effective Help Desk Technician Resume

If you’re looking to land a position as a help desk technician, it’s crucial to showcase your skills and experience in your resume. Here are some tips to help you create an effective resume that will grab the attention of potential employers:

A. Customize Your Resume to the Job Posting

One of the biggest mistakes candidates make is submitting a generic resume to multiple job postings. To stand out, customize your resume to the specific position you’re applying for. Carefully read through the job description and make sure your resume highlights your relevant skills and experience that match the expectations of the employer. Make sure to use similar language and keywords as the job posting to make it easy for recruiters to understand how well-suited you are for the job.

B. Emphasize Relevant Information

As a help desk technician, certain skills and experience are more relevant than others. Don’t waste precious real estate in your resume listing every detail of every job you’ve ever had. Instead, focus on highlighting the information that is most relevant to the job you’re applying for. For example, if the position requires knowledge of a specific software, make sure to call out your proficiency with that program.

C. Use Action Verbs and Active Voice

Avoid writing lengthy, passive sentences that lack punch. Instead, use strong action verbs and active voice to describe your accomplishments and responsibilities. This will make your resume sound more compelling and help grab the attention of recruiters. For instance, instead of writing “Responsible for answering customer inquiries,” try “Provided excellent customer service by promptly responding to customer inquiries.”

D. Avoid Clichés and Overused Phrases

Generic phrases like “works well in a team environment” or “excellent communication skills” don’t add much value to your resume. Avoid these overused phrases and focus on more specific details about your skills and experience. Use your resume as an opportunity to showcase your unique strengths and accomplishments.

E. Proofread and Edit Your Resume

Even the most well-written resume can be derailed by typos, grammatical errors, or inconsistencies. Before you submit your resume, take the time to carefully proofread and edit it. Use spell check and grammar tools, read it aloud to catch any awkward phrasing, and have a friend or family member review it as well. This extra attention to detail will help ensure that your resume is error-free and looks polished.

Following these tips will help you create an effective help desk technician resume that showcases your skills and experience in the most compelling way possible. Good luck!

Best Practices in Help Desk Technician Resume Writing

As a Help Desk Technician, having a well-written and impactful resume is crucial to getting noticed by potential employers. Here are some best practices to follow when crafting your Help Desk Technician resume:

A. Keep your Resume Concise and Readable

Your resume should be easy to read and concise to avoid overwhelming the hiring manager with unnecessary information. Keep your sentences short and direct to the point, and avoid using dense paragraphs. Use bullet points to highlight your key achievements and technical skills to break up the text and make it easier to skim through.

B. Use Formatting Strategically

Good formatting can go a long way in making your resume stand out. Use a clean and professional font, and make sure to leave ample white space to improve readability. Use bold and italicized text to emphasize important details such as job titles, companies, and technical skills. Avoid using flashy colors or graphics, as they can disrupt the readability of your resume and distract from the content.

C. Consider Incorporating an Executive Summary or Objective Statement

An executive summary or objective statement is a brief, 2-3 sentence paragraph at the beginning of your resume that highlights your key strengths, experiences, and goals. This can be an effective way to catch the attention of the hiring manager and provide a clear snapshot of your qualifications for the position. Keep it succinct, and use this section to showcase your most relevant skills and experiences.

By following these best practices in crafting your Help Desk Technician resume, you will maximize your chances of catching the attention of hiring managers and landing your dream job.

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• Helpdesk Technician Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Helpdesk Technician Resumes:

• Responding to user inquiries via phone, email, or ticketing system, and providing first-level support for hardware, software, and network issues
• Logging all helpdesk interactions and accurately documenting problem descriptions, troubleshooting steps, and resolutions in a ticketing system
• Assisting users with account setup, password resets, and access permissions for various systems and applications
• Installing, configuring, and updating software applications, and ensuring that all systems are protected with the latest security patches
• Diagnosing and resolving technical hardware issues, such as repairing or replacing malfunctioning equipment and peripherals
• Providing basic training and guidance to users on how to operate new software and computer equipment
• Escalating complex issues to higher-level technical staff and following up on the resolution process
• Conducting remote troubleshooting and support using remote desktop tools to control a user's computer and resolve issues
• Maintaining an inventory of all hardware and software resources and managing software licenses
• Setting up and configuring new workstations, including installing necessary hardware and software
• Monitoring and responding to system alerts, and performing routine maintenance tasks such as backups and system updates
• Collaborating with other IT staff to improve helpdesk processes and contribute to IT projects as needed

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Helpdesk Technician Resume Example:

• Streamlined the ticketing process by implementing a new categorization system, reducing average resolution time by 30% and improving user satisfaction ratings by 20%.
• Developed and conducted a series of workshops on cybersecurity best practices, leading to a 40% reduction in user-related security incidents over a six-month period.
• Played a pivotal role in a company-wide software upgrade for over 500 workstations, completing the project two weeks ahead of schedule and with zero downtime during operational hours.
• Orchestrated the transition to a remote support model, increasing the helpdesk's case handling capacity by 35% while maintaining a 95% issue resolution rate.
• Implemented a proactive maintenance schedule that decreased system outages by 25%, ensuring higher availability and reliability of IT resources.
• Collaborated with the IT team to roll out a self-service portal, which reduced the volume of routine helpdesk requests by 50% and allowed technicians to focus on more complex issues.
• Reduced call wait times by 15% and improved first-call resolution rates to 85% through the optimization of helpdesk workflows and resource allocation.
• Managed the end-to-end user onboarding process for over 300 new employees, ensuring a seamless integration into the company's IT ecosystem and a 98% satisfaction rate.
• Initiated a quarterly review of the helpdesk's knowledge base, updating over 200 articles and increasing the use of self-help resources by users by 60%.
• Technical Support & Troubleshooting
• Knowledge of IT Service Management (ITSM) Tools
• Customer Service Excellence
• Problem-Solving Skills
• Knowledge Base Development
• Process Automation
• Remote Support Proficiency
• System Maintenance & Optimization
• IT Infrastructure Knowledge
• Cybersecurity Awareness & Training
• Network Reliability & Performance Tuning
• Software Deployment & Management
• Inventory Management
• Policy Development & Implementation
• Communication Skills
• Project Management
• Time Management
• Adaptability to Change
• Team Collaboration
• Documentation Skills

Top Skills & Keywords for Helpdesk Technician Resumes:

Hard skills.

• Technical Troubleshooting
• Hardware and Software Installation
• Network Configuration and Support
• Remote Desktop Support
• Customer Service and Communication
• IT Security and Data Protection
• Operating System Support (Windows, Mac, Linux)
• Hardware Maintenance and Repair
• Software Updates and Patch Management
• IT Ticketing Systems
• Active Directory Management
• Mobile Device Management

Soft Skills

• Customer Service and Support
• Problem-Solving and Troubleshooting
• Communication and Active Listening
• Technical Aptitude and IT Knowledge
• Patience and Empathy
• Attention to Detail
• Adaptability and Flexibility
• Time Management and Prioritization
• Collaboration and Teamwork
• Critical Thinking and Analytical Skills
• Conflict Resolution and Negotiation
• Stress Management and Resilience

Resume Action Verbs for Helpdesk Technicians:

• Troubleshooted
• Collaborated
• Implemented

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Resume FAQs for Helpdesk Technicians:

How long should i make my helpdesk technician resume, what is the best way to format a helpdesk technician resume, which keywords are important to highlight in a helpdesk technician resume, how should i write my resume if i have no experience as a helpdesk technician, compare your helpdesk technician resume to a job description:.

• Identify opportunities to further tailor your resume to the Helpdesk Technician job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Helpdesk Technicians:

Desktop support engineer, it support specialist, it support analyst, it helpdesk, it technician, system administrator, technical support specialist, network engineer.

Help Desk Resume Examples and Templates for 2024

Help Desk Resume Templates and Examples (Download in App)

• Resume Text Examples

How To Write a Help Desk Resume

• Entry-Level Help Desk
• IT Help Desk

Help Desk Text-Only Resume Templates and Examples

Hideo Araki (123) 456-7890 [email protected] Miami, FL 12345 LinkedIn | Portfolio

A dynamic help desk technician with three years of experience delivering exceptional technical support and customer service to end users. A proven track record of interfacing with diverse customers to resolve tier I issues and achieve satisfaction ratings of over 92%.

Professional Experience

Help Desk Technician , Microcenter, Miami, FL | July 2022 – present

• Deliver technical support to over 30 customers per day and identify solutions to tier I hardware and software-related issues for laptop and desktop devices
• Communicate effectively with diverse customers, perform root cause analysis to diagnose technical issues, and maintain a 92% satisfaction rating on exit surveys
• Achieve recognition for consistently exceeding performance goals, including a top-five ranking in resolution times across a team comprised of 40 technicians

Junior Help Desk Technician , Miami-Dade College, Miami, FL | June 2021 – July 2022

• Supported over 20 students and faculty per day in resolving technical issues related to PCs, smartboards, user login, and university devices
• Performed routine maintenance on laptops, PCs, and other devices, including cybersecurity updates, system upgrades, and hardware configuration
• Technical support
• System administration
• Hardware configuration
• Root-cause analysis

Certifications

• CompTIA A+ Certification | 2021

Bachelor of Science (B.S.) Information Technology University of Florida, Gainesville, FL | 2021

This help desk resume example effectively conveys the candidate’s achievements using strong numbers and metrics. The content strikes a successful balance between conveying the applicant’s daily responsibilities and demonstrating how they consistently exceeded performance goals.

Skyler Thompson (123) 456-7890 [email protected] Seattle, WA 12345 LinkedIn | Portfolio

A lead help desk technician with six years of experience specializing in hardware configuration, disaster recovery, cybersecurity, and end-user support. A strong history of interfacing with junior technicians and customers to identify ideal solutions for complex technical issues.

Lead Help Desk Technician , Arkline Technical Pros., Seattle, WA | March 2020 – present

• Serve as the escalation point for junior technicians, field over 80 tier II tickets per week, perform research, and conduct root-cause analysis to identify optimal solutions for software, hardware, PC, and mobile device issues
• Document solutions for recurring issues in a shared knowledge base and lead initiatives to enhance workflows, contributing to a 10% reduction in average resolution times
• Provide training to over 35 new hires during the onboarding process

Help Desk Technician , Miami-Dade College, Seattle, WA | June 2018 – March 2020

• Delivered technical support to over 20 end users per day, resolved tier I and tier II issues related to hardware configuration, disaster recovery, and cybersecurity
• Communicated empathetically and calmly to guide users through the troubleshooting process, resulting in a 90% satisfaction rating
• Cybersecurity
• Microsoft Azure
• CompTIA A+ Certification | 2018

Bachelor of Science (B.S.) Information Technology University of Washington, Seattle, WA | 2018

This is a strong example of how to craft an engaging help desk resume. The bullet points are concise and engaging, providing unique insights into how the candidate successfully optimized processes and workflows for previous employers.

Anthony Gentile (123) 456-7890 [email protected] San Diego, CA 12345 LinkedIn | Portfolio

A help desk manager with 10 years of experience managing service desk operations and resolving complex tier III issues for end users. A proven track record of managing help desk teams and identifying opportunities to improve resolution times and user satisfaction.

Help Desk Manager , HubSpot, San Diego, CA | July 2017 – present

• Manage all aspects of daily service desk operations, lead a team of 30 help desk technicians, and ensure the delivery of exceptional technical support to end users for complex issues related to the HubSpot CRM
• Serve as the escalation point for tier III issues, provide training and mentorship to enhance team performance, and successfully improve average resolution times by 15%
• Coordinate with the IT manager to develop help desk policies for service requests, incident management, and ticket escalations

Help Desk Manager , Apptivo, San Diego, CA | June 2014 – July 2017

• Oversaw a team of 20 IT service technicians, coordinated daily help desk operations, and identified opportunities to improve the end-user experience, resulting in a 17% increase in user satisfaction
• Fielded and resolved escalated tier III trouble tickets related to the Apptivo CRM, documented solutions for recurring issues, and delivered end-user training to clients
• Team management
• End-user training
• Operations management
• Process improvement
• CompTIA A+ Certification | 2014

Bachelor of Science (B.S.) Information Technology University of San Diego, San Diego, CA | 2014

This help desk resume successfully conveys the candidate’s leadership capabilities and technical expertise. Because the candidate is targeting a managerial role, it’s important to emphasize their background in leading teams and interfacing effectively with end users.

To stand out from the competition in today’s job market, you need a results-driven help desk resume that captures your strongest qualifications as an information technology (IT) service technician. Avoid simply describing mundane job responsibilities and instead bring your most impactful technical achievements to light. In this guide, we’ll walk you through each step of the resume-building process to help you identify the right solution for your career needs.

1. Write a dynamic profile summarizing your qualifications

Given the sheer volume of applicants for any singular job opportunity, hiring managers often spend less than 30 seconds reviewing a resume. To make a lasting impression, lead with a powerful opening summary that illustrates the value you bring to the table. Start with a sentence that lists your title, years of experience, and three to four impressive technical skills that align with the job description. Round out your paragraph with unique insights into who you are as an IT professional.

For example, if you’ve consistently found innovative ways to improve resolution times for trouble tickets, emphasize this directly in your summary. If you excel in leading and training help desk teams, highlight how your leadership skills could be an asset to the organization.

Strong Profile Example

A help desk manager with 10 years of experience managing service desk operations and resolving complex tier III issues for end users. A proven track record of leading help desk teams and identifying opportunities to improve resolution times and user satisfaction.

Weak Profile Example

A hardworking help desk manager with a decade of experience with strong interpersonal and solution-finding skills. Quickly resolve technical issues. Strong knowledge of various operating systems, PC devices, and hardware.

2. Add an accomplishment-driven professional experience section

Help desk job responsibilities tend to be similar across job postings and can sometimes appear generic at first glance. While it’s important to show you can have experience performing these types of tasks, go a step further to grab the attention of the hiring manager. As you build your professional experience section, emphasize compelling achievements that show how your contributions have positively impacted service desk operations.

One viable strategy is to incorporate meaningful data and metrics to paint a clearer picture of your achievements. For instance, you might mention the total number of tickets you fielded each day or draw attention to your user satisfaction rating. You could also show how your efforts helped to improve average resolution times.

Strong Professional Experience Example

Lead Help Desk Technician, Arkline Technical Pros., Seattle, WA | March 2020 – present

• Provide technical support training to over 40 new hires during the onboarding process

Weak Professional Experience Example

• Resolve a large number of escalated tickets and utilize solution-finding skills to quickly address user issues
• Log solutions to common technical issues and improve resolution times
• Assist with the training of new employees

3. Include relevant education and certifications

Feature your college education and industry certifications to show potential employers that you have the knowledge and qualifications to succeed in the position. Help desk technicians are usually expected to have a bachelor’s degree in IT or computer science. The CompTIA A+ certification is also commonly listed as a requirement for these types of positions. As you grow in your career, consider pursuing additional certifications, such as a Certified Service Desk Manager (CDSM) credential.

• [Degree Name]
• [School Name], [City, State Abbreviation] | [Graduation Year]
• Bachelor of Science (B.S.) Information Technology
• University of Washington, Seattle, WA | 2020
• [Certification Name], [Awarding Organization], [Completion Year]
• Certified Service Desk Manager (CSDM), SDI | 2019
• CompTIA A+ | 2017

4. List pertinent key skills

Most companies utilize applicant track systems (ATS) to expedite the hiring process and remove less qualified candidates. To pass the initial screening phase, incorporate a range of both technical and soft skills that match the job posting. For instance, if a company mentions a skill such as cloud technology multiple times in the description, the ATS will likely seek this keyword. Below are potential key terms you may encounter when applying for help desk technician jobs:

How To Pick The Best Help Desk Resume Template

When selecting your help desk resume template, opt for a format that allows the hiring manager to easily navigate your content. Choose a template that is visually appealing without being overly reliant on distracting colors and graphics. Prioritize clean, well-organized layouts that use an elegant font such as Calibri, Cambria, or Garamond.

Frequently Asked Questions: Help Desk Resume Examples and Advice

What are common action verbs for help desk resumes -.

Lead each bullet point with a strong action verb to add a dynamic and engaging element to your writing. Avoid passive verbs such as “helped” or “worked” in favor of proactive language such as “led,” “managed,” and “implemented.” We’ve compiled a list of action verbs to diversify your word choice during the resume-building process:

How do you align your resume with a help desk job description? -

According to the Bureau of Labor Statistics , jobs for computer support specialists are expected to grow by 5% between 2022 and 2032. Despite these optimistic projections, it’s still important to tailor your resume toward each individual opportunity to maximize your chances of success during the job search.

For example, if a company needs a help desk technician with a comprehensive knowledge of Linux, highlight your experience diagnosing and resolving issues related to this specific operating system. If an organization is seeking a candidate with a strong background in Microsoft Azure, emphasize your expertise in cloud technologies.

What is the best help desk resume format? -

The reverse chronological format is generally best suited for help desk resumes. Hiring managers are most interested in your prior work history, and this approach places your most recent experience at the forefront of your document. A combination approach that prioritizes technical skills, education, or certifications should only be considered if you have no prior work experience to highlight on your resume.

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Building an engaging help desk cover letter is a great way to strengthen your application during the job search. The key is to craft a compelling document that shows how your background is aligned with the organization’s needs, mission, and values. For more insights, visit our information technology and computer science cover letter guides.

Frank Hackett

Certified Professional Resume Writer (CPRW)

Frank Hackett is a professional resume writer and career consultant with over eight years of experience. As the lead editor at a boutique career consulting firm, Frank developed an innovative approach to resume writing that empowers job seekers to tell their professional stories. His approach involves creating accomplishment-driven documents that balance keyword optimization with personal branding. Frank is a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers and Career Coaches (PAWRCC).

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20 Help Desk Resume Objective and Summary Examples

Crafting a resume can be challenging, especially when you’re trying to land that perfect help desk position. Your resume’s objective and summary are key: they showcase your dreams and your professional journey in a nutshell.

Whether you’re fresh out of college or a seasoned pro, a well-written objective or summary can make a huge difference.

To help you out, we’ve compiled a list of 10 help desk resume objectives and 10 resume summaries that stand out. These examples are designed to inspire you to create your own. Take the first step towards your ideal job in IT support with a resume that shines!

10 Help Desk Resume Objective Examples

1. Goal-driven IT professional seeking a Help Desk Specialist role at Ascent Tech. Poised to apply deep understanding of network diagnostics and customer service excellence to enhance user satisfaction and improve response times.

2. IT graduate with proven troubleshooting skills aiming to join the team at Cyber Solutions Inc. as a Help Desk Specialist. Committed to delivering high-quality support for software and hardware issues, and exceeding performance metrics.

3. Enthusiastic and customer-focused individual looking to advance as a Help Desk Representative at BlueStream Technologies. Bringing strong communication and troubleshooting skills to resolve technical problems efficiently.

4. To secure a position as a Help Desk Professional at Digital Frontier, where I can utilize my certification in network administration and passion for helping others to drive results and maintain IT infrastructure stability.

5. Aspiring Help Desk Technician at Quantum Corp. Excited to apply comprehensive training in information technology support to enhance service delivery and contribute to team success.

6. Dedicated to obtaining a Help Desk Analyst position at Innovative Tech Solutions, bringing hands-on experience in desktop troubleshooting and a proven record of improving client system operations.

7. Ambitious candidate pursuing a Help Desk Support role with Hexa Networks. Eager to provide top-notch technical assistance and leverage problem-solving skills to improve help desk operations.

8. To become part of the dynamic help desk team at TechBridge. Offering a combination of formal IT education and hands-on experience in user support, software updates, and network security measures.

9. Seeking a Help Desk Associate role at Nimbus Computing, where I can employ my patience and detail-oriented work ethic to provide empathetic support and practical technical solutions to users.

10. Motivated IT specialist eager to join the dedicated help desk team at GlobalTech Solutions. Offering a strong background in system diagnostics and a customer-centered approach to contribute to high-quality technical support.

10 Help Desk Resume Summary Examples

1. Dedicated help desk professional with 5 years’ experience in providing comprehensive technical support to over 500 workstation users. Strong commitment to resolving complex technical issues and consistently praised for delivering exceptional customer service and IT support.

2. Proactive and detail-oriented Help Desk Technician with over 3 years of experience specializing in system troubleshooting, user training, and IT documentation. Recognized for improving system performance and user satisfaction through efficient problem resolution and preventive maintenance.

3. Solutions-focused IT Specialist adept in swiftly identifying and solving technical issues. Brings 7+ years of experience managing help desk operations, IT infrastructure support, and end-user services in high-volume environments.

4. Customer-centric Help Desk Analyst with a proven track record of managing and resolving more than 80 daily inbound technical inquiries. Skilled in diagnosing software and hardware problems, with a focus on minimizing downtime and enhancing user productivity.

5. IT Help Desk Supervisor with 10 years’ hands-on experience in IT support and management. Expert in leading help desk teams to improve response times and customer satisfaction ratings while reducing ticket backlogs and system downtimes.

6. Bilingual Help Desk Support Specialist with exceptional communication skills, offering 4 years of frontline experience with English and Spanish-speaking customers. Proficient in remote troubleshooting, systems administration, and IT process improvement.

7. Results-driven technical support professional with a passion for IT and extensive experience in desktop support, network administration, and help desk management. Maintains a customer-first approach and consistently receives commendations for complex problem-solving.

8. Technically proficient Help Desk Manager with 8+ years’ experience overseeing multi-tiered helpdesk teams, ITIL practices, and delivering on SLAs by excelling in fast-paced, dynamic environments.

9. Empathetic and detail-oriented with a strong problem-solving orientation and 5 years of experience as a Help Desk Consultant in the finance sector. Effectively mediates between users and technical teams, ensuring seamless communication and quick resolution of IT issues.

10. Enthusiastic Help Desk Professional driven to boost productivity and user satisfaction through effective communication and technical acumen. With 6 years’ experience, I have honed my skills in incident management and am adept at providing top-tier support in a variety of IT environments.

The Battle of Crucial Beginnings: Help Desk Resume Objective vs Summary

Creating a robust resume is pivotal in landing your ideal help desk position. However, candidates often face the dilemma of choosing between a resume objective and a summary. Both elements serve as the opening pitch of your resume, but their purposes differ.

The Purpose of a Resume Objective:

A resume objective is typically used by job seekers who are at the beginning of their career, changing fields, or in situations where their experience might not align perfectly with the job position. It focuses on the candidate’s intentions and goals, describing what they aim to achieve within the company and how they plan to contribute from the very start.

The Essence of a Resume Summary:

On the flip side, a resume summary is best suited for individuals who have accumulated substantial experience in their field. It serves as a condensed highlight reel of one’s career, focusing on past achievements and key skills that will be valuable to the prospective employer.

• 15 IT Support Specialist Resume Objective Examples
• 6 Front Desk Receptionist Resume Objective Examples
• Help Desk Specialist Resume Sample
• 10 Computer Technician Resume Summary Examples

Help Desk Technician Resume Guide

Help desk technicians provide technical support to customers and clients who have questions or problems with their computer systems. They analyze the problem, troubleshoot issues, answer queries and provide solutions as needed.

You have the technical knowledge and problem-solving skills to be a great help desk technician. But hiring managers don’t know about you yet, so you need to write a resume that highlights your abilities and presents them in the best light possible.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

Table of Contents

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Help Desk Technician Resume Sample

Richie Koss Help Desk Technician

[email protected] 621-479-3119 linkedin.com/in/richie-koss

Enthusiastic and highly-skilled help desk technician with 10+ years of experience providing technical support to a diverse range of clients. Adept at troubleshooting and resolving complex hardware, software, network and system issues in timely manner. Committed to delivering excellent customer service while using strong interpersonal skills to build relationships with customers. Seeking an opportunity at ABC Tech where I can apply my knowledge and expertise in the IT field.

Help Desk Technician, Employer A Tampa, Jan 2018 – Present

• Reorganized the help desk system, improving workflow and increasing customer satisfaction by 25%.
• Improved the existing ticketing system, reducing response time for technical inquiries from 20 minutes to 5 minutes on average.
• Tested new software programs and hardware peripherals for compatibility with existing IT systems; identified and resolved over 100 issues in a month’s period of time.
• Confidently provided technical support to customers via phone, email or chat channels; assisted more than 200 clients per week without difficulty or complaints arising from any users’ end of service received.
• Facilitated training sessions for team members covering topics such as troubleshooting techniques & protocols, product installation methods and overall best practices related to providing efficient helpdesk services at all times.

Help Desk Technician, Employer B Washington, Mar 2012 – Dec 2017

• Accurately resolved over 600 customer service inquiries per month related to software and hardware issues, resulting in a 15% reduction in help desk tickets.
• Implemented procedures for monitoring system performance and troubleshooting any technical problems; successfully identified root cause of network failure incidents within 30 minutes on average.
• Coordinated with IT team members when providing assistance for complex cases, helping them resolve escalated user requests quickly and efficiently by the end of each shift.
• Revised existing Help Desk processes to reduce response time from 8 hours to 4 hours; improved operational efficiency by 25%.
• Structured detailed documentation outlining common user errors & solutions that was used as reference material for new help desk technicians; saved an average of 10 man-hours every week due to reduced training time required.
• Troubleshooting
• Computer Hardware
• Technical Support
• Active Directory
• Windows Server

Associate’s Degree in Computer Science Educational Institution XYZ Nov 2011

Certifications

CompTIA A+ Certification CompTIA (Computing Technology May 2017

Related Resume Examples

• Desktop Support Technician
• Technical Support Specialist
• Network Engineer
• Technical Support Analyst
• Network Technician
• Technical Support Engineer
• Technical Support Representative

1. Summary / Objective

The summary or objective at the beginning of your help desk technician resume should be used to showcase your most impressive skills and accomplishments. For example, you could mention how many years of experience you have in customer service, the number of tickets resolved per day/week/month that you achieved while working for a previous employer, or any certifications related to IT support that you possess. Additionally, it is important to highlight any specialties such as software troubleshooting or network maintenance.

Below are some resume summary examples:

Well-rounded Help Desk Technician with 5+ years of experience providing technical support for customers, solving complex problems, and maintaining systems. Skilled in troubleshooting hardware/software issues on various platforms. Proven record of success in resolving customer complaints quickly and efficiently while improving overall satisfaction levels by 15%. Looking to join ABC Tech as a Help Desk Technician to continue providing top-notch customer service.

Reliable help desk technician with 5+ years of experience providing remote, email and phone-based technical support. Skilled at troubleshooting hardware/software issues in a timely manner and identifying root causes to prevent future occurrences. At XYZ, achieved 95% resolution rate on customer inquiries within the first call and reduced downtime by 25%. Passionate about helping customers achieve an optimal user experience for their technology needs.

Determined Help Desk Technician with 7+ years of experience in IT customer service and technical support. Proven track record of successfully resolving over 10,000 client inquiries at ABC Company. Skilled in troubleshooting hardware/software issues for Mac OS, Windows OS, Linux systems as well as mobile devices (Android & iOS). Possess excellent interpersonal skills necessary to build a positive rapport with customers and colleagues alike.

Energetic and experienced help desk technician with 7+ years of experience providing technical support and troubleshooting for a wide variety of hardware, software, and network-related issues. Seeking to apply my knowledge in an IT role at ABC where I can make use of my superior customer service skills to deliver outstanding results. At XYZ Corporation, successfully resolved 95% of all escalated incidents within 24 hours.

Passionate help desk technician with 3+ years of experience providing technical support for enterprise-level clients. Highly skilled in troubleshooting hardware and software problems, configuring new systems, and training end users on system applications. Seeking to join ABC Tech as a help desk technician where I can use my expertise to provide excellent customer service and resolve complex issues quickly.

Driven Help Desk Technician with 8+ years of experience resolving technical problems in a professional and timely manner. Expertise in troubleshooting hardware, software, network, and mobile device issues. Proven track record of providing excellent customer service while maintaining an upbeat attitude under pressure. Committed to staying up-to-date on the latest technology trends for maximum efficiency.

Skilled Help Desk Technician with 5+ years of experience in providing top-notch technical support services to end users. Exceptional problem-solving skills, coupled with the ability to troubleshoot and resolve IT issues quickly and efficiently. Proven track record of helping clients improve their user experience by resolving software/hardware conflicts and ensuring seamless access to critical systems.

Amicable and experienced Help Desk Technician with 7+ years of experience providing technical and customer service support to clients in a variety of settings. Skilled at resolving complex IT issues quickly, while maintaining excellent communication with customers. Looking to join ABC Tech as an expert Help Desk Technician to help their team provide superior tech solutions.

2. Experience / Employment

Next comes the work history section, where you provide details on your employment. This should be written in reverse chronological order, with the most recent job listed first.

In this section, it is best to use bullet points for clarity and ease of reading. When writing out what you did at each position, focus on providing detail and quantifiable results if possible. For example, instead of saying “Provided technical support,” say something like “Responded to over 200 customer inquiries per day via phone or email; reduced average response time from 4 hours to 2 hours.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

• Troubleshot
• Implemented

Other general verbs you can use are:

• Coordinated
• Demonstrated
• Facilitated
• Participated
• Reorganized
• Represented
• Spearheaded
• Streamlined

Below are some example bullet points:

• Resolved over 75 customer inquiries per day via call, email and chat support channels, addressing issues with hardware, software and network connectivity while maintaining a 90%+ satisfaction rate.
• Upgraded 1000+ desktops/laptops to Windows 10 OS with minimal disruption to users; reduced system downtime by 30%.
• Developed easy-to-understand user manuals for all IT systems in use at the company’s 50 offices worldwide; improved employee productivity by 15%.
• Reliably provided technical assistance onsite or remotely within 1 hour response time for critical incidents such as server crash or data loss events; decreased average resolution times from 8 hours to 4 hours over 6 months of service delivery.
• Prepared detailed reports outlining troubleshooting steps taken after each incident evaluation and distributed them weekly among team members to ensure quality assurance standards were met at all times.
• Achieved an average customer satisfaction rating of 4.5/5 after resolving over 2,500 technical support requests within the last year.
• Reduced time taken to resolve an issue by 25% on average through prioritizing incoming tickets and providing quick solutions with minimal disruption to clients’ operations.
• Substantially improved system performance for 500+ users across two locations by proactively diagnosing & fixing hardware related issues in a timely manner.
• Assisted senior team members with complex IT projects such as network maintenance, server upgrades & software installations; completed all tasks accurately and efficiently in just 5 hours per project on average.
• Demonstrated strong problem-solving abilities and troubleshooting skills when handling customer queries for desktop applications, operating systems and other computer peripherals via live chat or phone calls.
• Documented technical issues and resolutions in an organized manner, resulting in a 20% improvement of help desk ticket resolution times.
• Advised over 200 customers daily on technical related inquiries via phone, email and chat; upsold premium services to 50+ clients each month.
• Mentored 3 junior technicians with troubleshooting techniques while ensuring that all customer service standards were met at all times.
• Educated customers on best practices for utilizing available software tools to improve their computing experience; increased customer satisfaction ratings by 12%.
• Independently resolved 500+ user support tickets within the given deadline without any assistance or oversight from management staff members.
• Introduced a new ticket system that streamlined help desk processes and reduced response time by 45%.
• Formulated technical solutions for over 200 customer queries each day; achieved a 95% resolution rate within the first call.
• Analyzed problem areas in existing hardware & software systems to identify root causes of IT issues, providing comprehensive troubleshooting steps and recommendations where needed.
• Actively monitored networks, identified potential security risks and upgraded protection measures resulting in successful prevention of 10+ cyberattacks this year alone.
• Developed an online knowledge base with step-by-step instructions for resolving common user problems; reducing repeat calls from customers by 40%.
• Meticulously troubleshot and resolved over 500 technical issues for customers in a timely manner, resulting in an 8% increase of customer satisfaction ratings.
• Responded quickly to all inquiries via phone, email or live chat; exceeded monthly ticket resolution targets by 15%.
• Spearheaded the implementation of new systems and software upgrades while ensuring minimal disruption to daily operations; reduced repair time on hardware components by 20%.
• Troubleshot user access errors, system malfunctions & network connectivity problems with expertise, allowing users to return back online within one hour on average per case.
• Optimized existing help desk processes for better efficiency through automation tools; saved up to 200 hours annually across 3 departments combined as a result of process improvements implemented.
• Presented technical assistance, advice and guidance to over 200 help desk customers daily; successfully resolved 80% of technical queries within the first contact.
• Configured new computer systems for customers with different hardware peripherals, operating system software and accompanying applications per request.
• Successfully diagnosed various network or software issues remotely in an accurate and timely manner; reduced downtime by 50%.
• Represented the company at regional IT conferences as a speaker on topics related to troubleshooting complex technical problems effectively; engaged 20+ prospects for potential business opportunities during each event attended.
• Expedited resolution of customer requests by identifying root causes behind problems quickly using latest diagnostic tools & technologies; increased customer satisfaction ratings from 75% to 92%.
• Installed, configured and maintained over 500 computer systems and network components, ensuring smooth operations of the company’s IT infrastructure.
• Streamlined help desk processes by creating documentation for new procedures; reduced ticket resolution time by 25% within one month.
• Participated in system upgrades and troubleshooting activities daily to identify root causes of technical problems quickly; resolved 100+ customer issues through phone support each week.
• Utilized remote access tools such as TeamViewer to provide clients with on-demand assistance when needed; increased customer satisfaction ratings from 85% to 92%.
• Thoroughly tested hardware devices prior to installation or repair, reducing warranty claims by 15%.
• Assessed customer inquiries and responded to over 200 technical support requests per day, resolving complex hardware & software issues in a timely manner.
• Managed team of 3 IT technicians responsible for providing help desk services; trained new staff members on system processes and improved customer service satisfaction ratings by 15%.
• Compiled detailed reports on all computer-related problems, documentations of solutions & resolutions provided as well as user feedbacks from customers within 24 hours or less.
• Diagnosed and troubleshot technical issues related to computers, applications systems, networks & peripherals with speed and accuracy that exceeded expectations; reduced average call resolution time by 30 minutes.
• Resourcefully solved network connectivity problems through remote access tools while educating users on proper maintenance procedures; decreased downtime incidents due to misconfigured settings by 40%.

Two organizations that have advertised for a position with the same title may be searching for individuals whose skills are quite different. For instance, one might be looking for someone who is an expert in Windows 10, while the other may require knowledge of Linux.

It’s essential to tailor your skills section to each job you are applying for since many employers use applicant tracking systems (ATS). These computer programs scan resumes for certain keywords before passing them on to a human.

To make sure that you include all the necessary information, read through the job posting carefully and list any relevant qualifications there that apply to you. You can also elaborate further on these skills by discussing them in more detail in other sections such as the summary or experience section.

Below is a list of common skills & terms:

• Communication
• Computer Hardware Troubleshooting
• Computer Repair
• Customer Satisfaction
• Help Desk Support
• Information Technology
• Microsoft Exchange
• Network Administration
• Network Security
• Operating Systems
• Problem Solving
• Software Documentation
• Software Installation
• System Administration
• Team Leadership
• Time Management

4. Education

Including an education section on your resume will depend on how far along you are in your career. If you just graduated and have no work experience, mention your education below the resume objective. However, if you have significant help desk technician experience to showcase, omitting the education section is perfectly fine.

If an education section is included, try to highlight courses or certifications related to IT support or customer service that may be beneficial for a help desk technician role.

5. Certifications

Certifications are a great way to demonstrate your expertise and proficiency in a certain field. They provide potential employers with evidence that you have been tested by an accredited organization, proving that you are more qualified than other applicants.

When applying for jobs, make sure to include any certifications relevant to the position on your resume. This will help show hiring managers that you have the necessary skills and knowledge required for the job.

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Richie Koss, this would be Richie-Koss-resume.pdf or Richie-Koss-resume.docx.

7. Cover Letter

Attaching a cover letter to your job application is an excellent way to showcase your qualifications and demonstrate why you’re the perfect fit for the role. They are usually made up of 2 to 4 concise paragraphs that give recruiters more insight into who you are, what motivates you, and how well-suited you are for the position.

Cover letters provide a personal touch that can make all the difference in getting noticed by hiring managers. Even if it’s not required as part of your job application, writing one is highly recommended as it could be just what sets yours apart from other applicants!

Below is an example cover letter:

I am writing to apply for the help desk technician position at XYZ Company. With over five years of experience in customer service and IT support, I am confident I can be a valuable asset to your team.

In my current role as a help desk technician at ABC Corporation, I provide level one support for software, hardware, and network issues. I have successfully resolved complex technical problems for both internal and external customers. In addition, I regularly train new staff on company policies and procedures related to IT support.

I possess excellent communication skills that allow me to effectively communicate with non-technical users about their technical issues. My ability to stay calm under pressure has helped me resolve difficult customer complaints efficiently. In addition, my strong organizational skills enable me to keep track of multiple tasks simultaneously and meet deadlines consistently.

The skills and experience I have acquired make me an ideal candidate for the help desk technician position at XYZ Company. I look forward to speaking with you soon about this opportunity.

Help Desk Technician Resume Templates

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5 Amazing help desk technician Resume Examples (Updated 2023) + Skills & Job Descriptions

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Help desk technician: resume samples & writing guide, employment history.

• Monitor system performance and troubleshoot issues
• Follow up with customers to ensure their technical issues are resolved
• Manage user accounts and passwords
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Provide basic remote support and guidance to end users

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• Install, modify, and repair computer hardware and software
• Respond to customer inquiries via phone, email, and/or chat
• Monitor and respond quickly to requests received through the help desk

Professional Summary

• Assist in training users on new software and hardware
• Maintain and update customer information in the customer service database
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Diagnose and resolve technical hardware and software issues
• Generate reports related to help desk activities

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Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

help desk technician Job Descriptions; Explained

If you're applying for an help desk technician position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

help desk technician

• Configured Exchange clients on all desktops for enterprise mails and messaging using outlook.
•  Performed routine works such as installation / upgrade of network software & hardware peripherals including network printers, plotters, scanners, etc.
•   Troubleshoot network connectivity problems in daily operations (physical layer interfaces and cabling standards and managed hardware & software problems.
•  Effectively executed backup operation function.
• Provide timely solutions to users experiencing issues with software platforms, hardware, printer issues, server & network connectivity issues, and general instruction or guidance on the many utilized services and tools provided by the U.S. Army.
• Implement and enforce security protocols including firewall configuration, encryption methods such as AES and SHA-256, physical controls, and provide training and guidance on data hygiene.
• Identify and escalate patterns to potentially wide-scale outages and vulnerabilities, as well as other common software issues before they reach peak spread.
• Image and maintain computer using Windows Active Directory, Microsoft System Center Configuration Manager, and PXE Boot.
• Patch and update software, operating system, BIOS/UEFI configurations, and sometimes hardware platforms to minimize security vulnerabilities and maximize machine and user efficiency.
• Provide thorough, metric-driven results utilizing the tracking platform Remedy while maintaining thorough records with step-by-step instructions on how the issue was resolved.
• Ensure timely resolution of reported issues, with no issue going unresolved for more than 4 days from the time of its submission.
• Assist in modifying the intranet 
• Assist Network admins when needed 
• Maintain a friendly, professional, goal-focused customer service while interacting with any and all users or members of my team.
• Refer hardware or software problems to vendors or specialist technicians for service.
• Provide telephone and in-person support to over 200 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
• Create, respond to, escalate, and close tickets.  Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.
• Document all technical issues.  Highlight steps taken to remediate problems.
•  Worked with clients both in-store and on-site to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors. 
• Provided telephone and e-mail technical support follow-up, recommending purchases as required.
• Provided level 1 and 2 technical support to 150+ user across multiple states.
• Ensured quick resolution user concerns and escalated more complex issues do higher Management.
• Installed and maintained various network hardware, software, and computers.
• Create, update, and distribute appropriate government forms for requests.

help desk technician Job Skills

For an help desk technician position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Computer Hardware
• Troubleshooting
• Technical Support
• Operating Systems
• Customer Service
• Software Installation
• System Administration
• Microsoft Office
• Active Directory
• Virtualization
• Hardware Installation
• Software Troubleshooting
• Network Troubleshooting
• Cloud Computing
• Data Backup

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Data Analysis
• Project Management
• Presentation
• Written Communication
• Social Media
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your help desk technician Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Include your Contact Information and Job Descriptions

Missing job descriptions lessens your chances of getting hired..

• Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
• Keep job descriptions short but don't just list your jobs.
• Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.

How to Optimize Your help desk technician Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

• Trouble-shoot hardware n' software issue's
• Follow-up wit' customers ta ensure their technical issues are resolved
• Manage user account's 'n passwords
• Diagnose and resolve technical hardware and softwares issues
• Responds to customer inquiries via phone, emails, and/or chats
• Maintains and updates customer informations in the customer service database
• Trouble-shoot hardwere and softwere issues
• Respond to customers inquirys via phone, email, and/or chat
• Monitor and respond quickly too requests recieved through the help desk

Correct Grammar and Address Gap Years in Your Resume

Don't leave unexplained gaps in your work history..

• When explaining gaps in your employment section, start by being honest.
• Elaborate on the gap and show that you never stopped learning.
• Explain and elaborate any gap in your work history by highlighting new skills.

help desk technician Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an help desk technician position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

To the Hiring Team at UnitedHealth Group

I am writing to express my interest in the Chief Help Desk Technician role at UnitedHealth Group. As a Help Desk Technician with 6 years of experience in Administrative & Clerical, I am confident that I have the necessary skills and expertise to succeed in this position.

As someone who has always been driven by a desire to solve complex problems and make a difference in the world, I have pursued opportunities to learn and grow throughout my life. My experience in this field has equipped me with valuable skills such as Professionalism and Innovation that have planted in me a great work ethic. I am excited to apply these skills and my enthusiasm for Administrative & Clerical to the role and contribute to your organization's success.

I am elated about the opportunity to join a team that shares my passion for this field, and values collaboration and innovation. I am confident that together we can overcome whatever tests and challenges are put on our way.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

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Help Desk Technician Resume Sample

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Work Experience

• Answers help desk calls and manages SalesForce cases for all employees and resolves issues meeting customer satisfaction requirements and within required Service Level Agreement (SLA) parameters
• Responsibilities also include supporting Fox’s A/V systems and Sales Presentations
• Knowledge of Windows7, OSX, Office 7/10/11, remote support, VPN
• Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met
• Able to demonstrate good problem solving & critical thinking skills
• Strong desktop support skills, including Windows XP and Windows 7
• Use discretion when dealing with sensitive or confidential data
• Create technical product documentation for hardware/software installations, troubleshooting techniques and problem resolution
• Provide primary technical support for hardware issues
• Additional roles include creation and termination of user accounts for the many different company systems
• Responsible for maintaining system access for corporate employees
• Works on special projects given by the manager
• Helps to develop new procedures or system enhancements to improve work performance
• Provides Level 1 support to on-site and off-site employees
• Assists in maintaining help desk records and developing statistics on network and end user problems
• Assists in scheduling hardware and software installations and upgrades
• Travel to client sites to provide support, including overnight and weekend stays if needed
• Experience in Help Desk/Desktop Support Environment
• Experience in a call center environment or the hospitality industry
• Experience Required: Demonstrated experience/knowledge in operating systems, applications, trouble-shooting and basic IT functions/practices
• Provide level 1 support for PC operating systems, software applications, peripherals, and communication devices
• Perform trouble shooting and provide support for software applications
• Learn and provide level 1 support for any new software or hardware
• Creates tickets and assigns these tickets to members of the Systems Administration Team

Professional Skills

• Excellent organizational skills and experience managing competing priorities
• Experience of Help Desk and/or phone technical support experience.Excellent written and verbal communication skills
• Excellent technical problem solving skills and proven troubleshooting technique
• Prior experience providing exceptional customer service and communication skills
• Proven strong analytic / problem solving skills
• Looking for Help Desk Analyst with strong troubleshooting and customer service skills, finding the source of the problem
• Skilled in handling multiple tasks, prioritizing and changing priorities

How to write Help Desk Technician Resume

Help Desk Technician role is responsible for customer, troubleshooting, interpersonal, technical, microsoft, communications, windows, computer, software, basic. To write great resume for help desk technician job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Help Desk Technician Resume

The section contact information is important in your help desk technician resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Help Desk Technician Resume

The section work experience is an essential part of your help desk technician resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous help desk technician responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular help desk technician position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Help Desk Technician resume experience can include:

• Strong communication skills and an understanding of common operating systems, tools, and concepts
• Proven ability to resolve problems efficiently and effectively while recognizing customers’ competence levels and approaching each level appropriately
• Have excellent communication, multitasking and problem solving skills
• Good technical writing and training skills
• Strong hardware and Mac OS X troubleshooting skills
• Strong interpersonal, collaborative, and relationship building skills and the ability to work harmoniously with a diverse workforce

Education on a Help Desk Technician Resume

Make sure to make education a priority on your help desk technician resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk technician experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Help Desk Technician Resume

When listing skills on your help desk technician resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical help desk technician skills:

• Developed oral, written and communication skills - Interpersonal skills to work effectively with others
• Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally
• Demonstrate excellent verbal, written and interpersonal communications skills in a corporate Help Desk environment
• Strong written and oral communication and excellent customer service skills are required
• Excellent communication and interpersonal skills, with a strong customer service orientation
• Independently learn new skills and apply the skills in the environment

List of Typical Experience For a Help Desk Technician Resume

Experience for senior help desk technician resume.

• Outstanding work ethic and communication skills – written, verbal, and interpersonal
• Advanced skills managing and configuring Windows Server, Linux, MAC, iOS, Android platforms, and networks
• Handle high stress / demanding situations and multi task effectively while exercising patience and professionalism
• Demonstrated skill in problem analysis and resolution
• Identifying, evaluating, and prioritizing customer problems and complaints to ensure that inquiries are resolved appropriately
• Proven technical competence in installing, configuring, and supporting networked client computers, both locally and remotely
• Experience with researching and implementing technical standards, software testing and deployment, and image creation and maintenance
• Experience using and customizing
• Extensive knowledge and experience supporting Microsoft Windows 10, 8, 7 and MAC OS X Operating Systems

Experience For Lead Help Desk Technician Resume

• Knowledge and experience supporting a LAN and WAN using the TCP/IP protocol
• Experience working in manufacturing/warehouse environment
• Strong knowledge of Windows and Linux operating systems and Networking
• Experience using diagnostic and service desk tracking / incident management system software
• Good understanding of Windows 7 and Windows 10 operating systems
• Strong working knowledge of Windows 7 and Windows 10 operating systems

Experience For Junior Help Desk Technician Resume

• Experience providing over the phone hardware & software troubleshooting
• Experience working with an Incident Management tracking tool
• Experience with deploying data cabling in accurate, timely and neat manner
• Strong ability, desire and enjoyment in working with others, both employees and customers, with cooperative, professional, and friendly attitude
• Be a self-starter, dependable, and accurate in completing responsibilities with strong attention to detail and organization

Experience For Assistant Help Desk Technician Resume

• General HW/SW Troubleshooting experience
• Strong knowledge of network protocols, routing, hardware, and software configurations
• Experience with ITSM/ticketing software
• Operate the SIS Help Desk in conjunction with the other Cadet Life Cycle PMO help desks operating within the PMO suite of systems
• At least 6 months of directly related experience supporting help desk operations
• +2 years of working experience in an IT Support role
• Experience working with traditional phone systems, VOIP
• Experience with Microsoft Office 2007/2010, Outlook, Desktop and Laptop PC’s, Windows 7, relevant software, printers and networking
• Maintains working relationships with all technology services to ensure prompt and effective resolution of problems

Experience For Salesforce Help Desk Technician Resume

• Mobility experience with Blackberry, IOS platform and Android. Know basic troubleshooting steps with mobile devices
• Operate machines in order to test functioning of parts and mechanisms
• Experience with MLM or network marketing a plu
• HS diploma with technical education or equivalent experience with personal computers and desktop computing environment
• Experience providing support in a busy, networked, environment
• Skill in entry-level technical writing and verbal communication
• Knowledge and experience supporting VMware workstation virtualization

Experience For Help Desk Technician Nd Shift Resume

• Knowledge and experience supporting the Microsoft Office applications
• Stay detailed-oriented and adapt to changing priorities
• Knowledge and experience supporting Microsoft OS and Applications
• Experience supporting help desk operations
• Good understanding of computer hardware, peripherals, and servers/network devices
• Experience with Service Desk ticketing system such as Jira

Experience For Summer Student, Help Desk Technician Resume

• Experience supporting Windows 7, Active Directory (moves, adds, changes) and MS Outlook
• Operates peripheral equipment, including printers
• Two (2) years of PC Technician experience in a business networking environment required
• Demonstrated extensive knowledge of personal computers in a networked environment including data and telecommunications equipment required
• Experience with identifying security related issues such as system hacks, computer viruses, worms, and spyware
• Work with end users with varying levels of technical experience
• Directly related experience supporting help desk operations
• Experience with proficiency supporting Microsoft Windows 7

Experience For Help Desk Technician Vii-information Technology Services Resume

• Experience with proficiency supporting Microsoft Office Suite
• Experience working as a Level 1 Help Desk Technican is required
• One year of experience in computer setup and troubleshooting
• Strong working knowledge of Windows 7 and Windows 10
• Communicates in an effective and professional way with customers inside and outside of inContact
• Experience with Exchange ActiveSync
• Knowledge and experience of customer service practices; beneficial to have worked in an ITIL based environment
• Experience on a Help Desk
• Excellent Customer Service and ability to work with all levels of the organization

Experience For Tier, Help Desk Technician Resume

• Maintain an effective SOX environment
• Broad and thorough experience with IT support required
• Experience with Windows 7
• Demonstrate ability to push and pull up to 25 pounds of force rarely (0-12% of the workday)
• 6+ months experience in Information Technology

Experience For Level Help Desk Technician Resume

• Deploying, and installing A/V systems, including familiarity with foundation technologies, networking, server, operating systems, and terminology
• Logging and tracking inquiries using a problem management database and maintaining history records and related problem documentation
• Tracking issues, performing troubleshooting tasks, customer information details and follow up actions in detail within the Incident logging tool
• Lifting and/or carrying of 5-20 lbs. or more and the pushing and pulling of carts if necessary
• Documenting and triaging the request; solving or escalating the request

List of Typical Skills For a Help Desk Technician Resume

Skills for senior help desk technician resume.

• Demonstrate solid written and verbal communications skills
• Show Strong Customer Service skills, avoiding technical jargon to describe/troubleshoot issues, providing follow up on incidents
• Excellent organization, planning, judgment, and time management skills. 
• Have IT background as well as excellent communication, problem solving skills
• Excellent foundation in troubleshooting skills – logic, if/then, cause/effect analysis is critical
• Strong troubleshooting skills with Windows 8 & 10, macOS, Android, and iOS
• Solid technical skills of computer networks, hardware, and Windows operating systems

Skills For Lead Help Desk Technician Resume

• ) Strong customer service and troubleshooting skills
• Good interaction, communication, training, team and personal skills
• Strong decision making skills – understand when to thoroughly research/correct the issue, and when escalate to management
• Strong verbal and written communication skills 
• Utilize excellent customer service skills and exceed customer expectations
• Excellent customer service and interpersonal skills are required
• Proactive work ethic and good communication skills
• Highly organized with strong time management skills and self-accountable

Skills For Junior Help Desk Technician Resume

• Answer incoming calls with excellent customer service skills by leveraging professional telephone etiquette
• Effectively communicate to engage the customer and start the service experience
• Strong organizational, verbal and written communication skills with high attention to detail
• Excellent customer service and telephone communication skills
• Proven face-to-face customer service skills
• Multi-task; good time management and organizational skills
• Able to effectively influence and develop strong relationships with key stakeholders
• Strong communication skills across a range of business levels

Skills For Assistant Help Desk Technician Resume

• Excellent verbal and written communication skills: phone, personal, and written
• Utilizes excellent customer service skills and exceeds end user expectations
• Excellent clerical, administrative, and written and verbal communication skills
• Provide expert technical support to customers having varying levels of computing skills
• Experience documenting and publishing procedures to improve operational effectiveness
• Communicate information clearly and effectively to audiences with varying levels of familiarity and understanding of technical issues
• Diagnostic skills in hardware, network, printing, and operating systems
• Function as a technical resource answering questions from less experienced staff, and training less experienced staff
• Keep up to date with latest display and control system offerings to effectively bring support globally

Skills For Salesforce Help Desk Technician Resume

• Experience required in troubleshooting and effective problem resolution in a data center environment
• Work experience and strong knowledge of networking and email support
• Communicate effectively and efficiently and provide outstanding customer support is a crucial requirement
• Communicate effectively and efficiently and provide outstanding customer support is crucial
• Computer skills and proficiency in Windows, Mac OS & iOS operating systems, Microsoft Office products, multi-media applications
• Audio, video, and multi-media equipment setup, trouble-shooting and support skills

Skills For Help Desk Technician Nd Shift Resume

• Computer skills and proficiency in Windows operating system, Microsoft Office products, multimedia applications
• Skills, Licenses, Knowledge, Education and Training Requirements
• Prior experience with academic and/or healthcare environments
• Customer Service and Soft Skills- They have to be able to support customer and be a problem solver
• Train and effectively communicate with staff/system users

Skills For Summer Student, Help Desk Technician Resume

• Excellent knowledge and experience with Active Directory
• Demonstrated experience as a senior helpdesk/support role in a networked environment is required
• Communication skills (both oral and written) English
• Discover, diagnose and triage user's technology requests and issues effectively and efficiently
• Strong ability to obtain root cause of problems as they arise, proven through references
• Proven track record of excellent customer service delivery
• Work effectively with cross-functional teams to define technical requirements, identify, and resolve issues
• Call on prior experience to make recommendations to help grow and shape our IT department processes and policies
• Work independently, be self-directed, communicate effectively and make sound decisions to ensure customer satisfaction

Skills For Help Desk Technician Vii-information Technology Services Resume

• Analytical skills to identify trends in issues reported and identify areas for improvements
• General PC office skills with: MS Word, MS Excel, MS PowerPoint, Outlook
• 2+years experience in a technical open system environment or equivalent experience
• Effectively communicate and work well with team members and 3rd part vendors
• Prior experience working in a Help Desk or Desktop environment
• Time management skills and ability to work in a demanding environment with multiple deadlines

Skills For Tier, Help Desk Technician Resume

• Work effectively unsupervised
• Exceptional customer service/interpersonal skills required
• Effectively, professionally, and respectfully represent other Information Technology staff members, teams, and their services to the client community
• Effectively communicate policies and procedures to faculty, staff, and students via phone, electronically, and in person
• Working experience of workstation imaging software
• Networking experience to include understanding TCP/IP and DNS
• Working knowledge and understanding of operations and business priorities

Skills For Level Help Desk Technician Resume

• Answering inquiries received at the Help Desk and accurately classifying, prioritizing and recording the service requests
• Strong understanding of messaging in an Outlook/ Exchange environment, as well as mobile device provisioning using Apple iPhone
• Experience with installing, configuring, and supporting workstations and all related peripherals (e.g., monitors, printers, smartphones, and laptops)
• Skilled in identifying, analyzing and resolving problems
• Knowledge of Microsoft based operating systems / Experience using and troubleshooting Microsoft Office (advantage, not required)
• Experience implementing, designing, and maintaining Enterprise COTS solution
• Experience installing and configuring operating systems, networked and local printers, and business applications

List of Typical Responsibilities For a Help Desk Technician Resume

Responsibilities for senior help desk technician resume.

• Be recognized for excellent people and interpersonal skills and developing relationships
• Excellent analytical, problem solving, communication skills
• Excellent communication (verbal and written), time management, and presentation skills
• Highly motivated and have excellent customer service and communication skills with the ability to interface with all levels of staff
• Excellent communication, documentation, customer service, and interpersonal skills are required

Responsibilities For Lead Help Desk Technician Resume

• Strong organizational skills and attention to detail, with the ability to multi-task in a fast-paced environment
• Experience and skills are required
• Strong interpersonal skills and a friendly, approachable demeanor
• Strong time management and interpersonal communications skills
• Great customer service skills and a positive attitude
• Verify that suggested solutions effectively resolve the users' problems through verbal or email follow up
• At least 6 months of strong customer service experience with the desire and ability to provide exceptional customer service to end users

Responsibilities For Junior Help Desk Technician Resume

• Demonstrated experience interacting with a variety of individuals in a positive, professional manner
• Directly related experience of directly related experience supporting Help Desk operations
• Strong work experience in a customer service environment required
• Excellent telephone etiquette, professionalism and courtesy with a demonstrated commitment to customer service
• Demonstrated ability to create effective support articles, business correspondence, and job aids
• AV setup and support skills
• Effectively communicate oral and written instructions
• One year experience of Help Desk and/or phone technical support experience

Responsibilities For Assistant Help Desk Technician Resume

• Communication Skills (Verbal and Written)Respect for the Customer
• Training in a technical field OR documented IT experience
• Experience with maintaining an Active Directory environment (adding, changing user accounts, managing folder permissions, etc.)
• Customer service experience with emphasis on hardware/software troubleshooting, working with a ticketing system
• Experience with deployment of new workstations, including the imaging of the PC, the configuration of the desk phone, and setting up all necessary equipment
• Hands-on experience installing and troubleshooting computers/peripherals/monitors/adapters
• Experience in using active directory, making technical config changes on backend systems without disruption
• Validate monitoring alerts, create support tickets as required and execute predefined troubleshooting procedures
• Experience working with ticketing system (ServiceNow)

Responsibilities For Salesforce Help Desk Technician Resume

• Knowledge and experience working with a Ticketing system
• Experience using ticketing systems
• Technical experience using Microsoft Desktop and Server operating systems and applications
• Demonstrate understanding of Microsoft Server and Workstation operating systems in a domain based environment
• Experience and understanding the Win PE imaging process
• Experience troubleshooting and supporting AutoCAD and Revit
• Experience working with a help desk ticketing system, preferably Service Now
• Experience with a ticketing system. They use HEAT Microsoft Service management ticketing system

Responsibilities For Help Desk Technician Nd Shift Resume

• Experience supporting Windows Operating System
• Knowledge and experience in working within a ticketing system
• Experience with various operating systems and computing devices
• Experience installing and configuring
• Effective 'debrief' and reporting of service calls that require escalation
• Track inbound and outbound call metrics as required in order to collect customer service delivery metrics necessary for effective capacity planning

Responsibilities For Summer Student, Help Desk Technician Resume

• Prioritize tasks according to urgency
• Experience with SLA’s and service call tracking systems, Remedy, Track-IT, etc
• Experience in using IT systems and relevant software to log incidents raised
• Experience providing support in a busy, networked environment
• Demonstrate the ability to communicate orally and in writing and a positive customer service attitude
• Experience working in a help desk operation
• Directly related experience supporting Help Desk operations

Responsibilities For Help Desk Technician Vii-information Technology Services Resume

• Deliver consistent service to all users of differing skill levels and requirements
• Experience with Windows Operating Systems and Microsoft Office products
• Hardware (desktops, laptops, and printers), software and networking experience
• Experience configuring Windows and Mac OS
• Knowledge of and experience with Windows 8.1 and Windows 10 operating systems and familiarity with Microsoft Office 2013

Responsibilities For Tier, Help Desk Technician Resume

• The manager is looking for Junior candidates with light experience but that are passionate to learn and grow
• Experience providing support Windows OS XP,7,8.1,10
• Experience with handling technical support calls and tickets
• Experience supporting MS Exchange
• Strong knowledge of iSeries operations administration, including third-party iSeries software such as Robot, required

Responsibilities For Level Help Desk Technician Resume

• Experience working within Microsoft network environment
• Experience with using Citrix, Windows 7 OS
• Experience performing user management
• Experience working with Enterprise Web Applications
• Experience with operating systems used by the branch
• Proven integrity and ability to handle confidential matters in a professional manner, applying the appropriate level of judgment and maturity
• Experience in service ticketing systems is recommended
• Support Thin Clients, servers, peripherals including but not limited to monitors, keyboards, mice, speakers, external drives, scanners, etc. operate correctly
• Experience with Incident/Help Desk Tracking tool(s)

Related to Help Desk Technician Resume Samples

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Help Desk Technician Resume Examples

Writing a great help desk technician resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

Create your resume Select from 7 professional resume templates

If you're looking for inspiration when it comes to drafting your own help desk technician resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the help desk technician job you're after.

or download as PDF

Essential Components of a Help Desk Technician Resume

A well-crafted Help Desk Technician Resume is your ticket to landing an interview. It's a reflection of your technical expertise, customer service skills, and problem-solving abilities. A standout resume can open doors, while a lackluster one might close them. It's crucial to construct a resume that highlights your proficiency in technical support, system troubleshooting, and customer satisfaction. Let's delve into the essential elements of a help desk technician resume, discuss their significance, and provide tips to enhance each section.

1. Contact Information

Begin your resume with your contact information , ensuring it's accurate and up-to-date. Include your name, address, email, and phone number. Consider adding your LinkedIn profile or professional website, but ensure they are polished and professional.

Omit personal details such as age, marital status, or nationality, as they are irrelevant to the job application and could lead to bias. The goal is to provide a straightforward means for employers to contact you.

• Residential Address
• Email Address
• Phone Number
• LinkedIn Profile (optional)
• Professional Website (optional)

2. Objective Statement

The Objective Statement serves as a concise introduction to your resume. It should articulate your career goals and highlight your most relevant skills and experiences in relation to the position you're applying for.

For instance: " As a dedicated and experienced Help Desk Technician, I aim to leverage my strong troubleshooting skills and in-depth knowledge of IT systems to provide outstanding user support. "

Customize this statement for each job application to immediately capture the attention of recruiters and increase your chances of an interview.

Related : Top Help Desk Technician Resume Objective Examples

3. Skills and Competencies

The Skills and Competencies section is where you showcase your technical abilities, problem-solving skills, and interpersonal strengths. Include both hard and soft skills that are pertinent to the role of a help desk technician.

• Tech Skills: Proficiency in operating systems, software applications, hardware troubleshooting, network diagnostics, database management, cloud services, cybersecurity, and ITIL frameworks.
• Problem-Solving Skills: Aptitude for accurately diagnosing issues and implementing effective solutions.
• Communication Skills: Ability to convey complex technical concepts in simple terms to non-technical users.
• Customer Service Skills: Patience, empathy, active listening, and the capacity to handle challenging customer interactions with grace.
• Organizational Skills: Managing multiple service requests with attention to detail.
• Adaptability: Quickly learning and applying new technologies in a rapidly evolving field.
• Teamwork: Collaborating effectively with IT team members to achieve common objectives.
• Time Management: Prioritizing tasks efficiently under pressure.

Highlighting these skills demonstrates that you possess the technical and interpersonal qualities necessary for success in a help desk technician role.

Related : Help Desk Technician Skills: Definition and Examples

4. Work Experience

The Work Experience section is your opportunity to detail your professional journey and validate your hands-on expertise. List job titles, companies, durations of employment, and key responsibilities. Emphasize specific achievements and skills developed in each role, and align this content with the job description of the position you're targeting.

Use bullet points for clarity and quantify your accomplishments when possible, such as reducing downtime or improving customer satisfaction scores.

5. Education and Certifications

The Education and Certifications section is critical, as it conveys your formal training and technical qualifications. Highlight degrees in relevant fields like computer science or information technology, and list key certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, Cisco CCENT, and ITIL Foundation.

Also, mention any coursework or projects that demonstrate practical application of your skills. Tailor this section to reflect the qualifications sought by potential employers.

Related : Help Desk Technician Certifications

6. Technical Proficiencies

Detail your technical proficiencies, including software knowledge, hardware understanding, networking skills, system analysis, database management, and security practices. Provide examples of how you've applied these skills in real-world scenarios to solve problems or improve processes.

Highlighting these proficiencies demonstrates your capability to handle the technical demands of a help desk technician role.

7. Professional Achievements or Awards

The Professional Achievements or Awards section distinguishes you from other candidates by showcasing your industry accomplishments. List any awards received, such as 'Employee of the Month' or 'Best Customer Service', and describe significant projects or initiatives you've led that had a positive impact on your previous employers.

Be specific and quantify your achievements when possible, as this adds credibility and illustrates your result-oriented approach.

Related Resume Examples

• Help Desk Administrator
• Help Desk Agent
• Help Desk Analyst
• Help Desk Manager
• Help Desk Specialist

Resume Worded   |  Career Strategy

Service technician resume summary examples.

Approved by hiring managers, here are proven resume summary examples you can use on your Service Technician resume. Learn what real hiring managers want to see on your resume, and when to use which.

• Service Technician
• Automotive Service Technician
• Customer Service Technician
• Electrical Service Technician
• Entry-Level Service Technician
• Field Service Technician
• HVAC Service Technician
• IT Service Technician
• Lead Service Technician
• Senior Service Technician
• Service Technician resume templates
• Similar summary examples

Service Technician Resume Summary Example

Quantifying achievements.

Talking about your experience streamlining maintenance processes is good, but specifying how much you reduced downtime by (30% in this case) is even better. It provides a concrete measure of your capabilities and gives hiring managers a clear picture of the impact you can make.

Highlighting customer satisfaction

Mentioning a 98% customer satisfaction rate illustrates that you not only possess the technical skills necessary for the job, but also the ability to provide excellent service. This can differentiate you from other candidates who only focus on their technical expertise.

Automotive Service Technician Resume Summary Example

Innovation in processes.

Discussing how you implemented a streamlined diagnostic process illustrates your ability to innovate and improve existing procedures. This quality can be highly attractive to employers who value efficiency and continuous improvement.

Accuracy in inventory management

Praising your accuracy rate in parts inventory management shows your attention to detail, an essential skill for a technician. This also suggests that you can be trusted with crucial tasks that require precision.

Your resume is your first impression to potential employers. Make sure it's a good one with our resume optimization tool. Get an instant score and find out exactly what you need to change to increase your chances of getting hired.

Customer Service Technician Resume Summary Example

Quantifying success.

By specifying that you achieved a 90% first-call resolution rate, you're not just telling me you're good at your job - you're showing it. Data is a language everyone understands, and it helps me, as a recruiter, get a clear picture of what you bring to the table. Just remember, be honest with your figures. Trust me, we can tell when you're inflating your numbers.

Specialized Skill Recognition

Explicitly stating your problem-solving skills, especially in relation to resolving complex technical issues, is a fantastic move. It tells me you're not just a technician - you're a technician who knows how to think and overcome obstacles. It's this kind of skill that makes you invaluable in high-pressure situations where clear thinking is key.

Electrical Service Technician Resume Summary Example

Environmentally conscious.

Reducing energy consumption by 25% through the implementation of energy-efficient solutions tells me you're a forward-thinking technician who understands the importance of sustainability. In a world increasingly concerned about the environment, companies are constantly looking for ways to reduce their carbon footprint. Showcasing this kind of initiative is a great way to get companies to take notice.

Infallible Safety

Maintaining a record of zero electrical accidents tells me you're not just skilled, but also careful and diligent. Safety is paramount in any industry, especially one like electrical servicing. A good safety record shows that you're reliable and respect the rules - a trait that every employer covets.

Entry-Level Service Technician Resume Summary Example

Showcasing hands-on training.

Mentioning the number of hours you've spent in hands-on training can give hiring managers a clearer idea of your experience level. It proves that you've put in the time and effort to learn the trade, even at an entry level.

Focusing on soft skills

In addition to your technical skills, it's also important to highlight your soft skills. In this case, your exceptional customer service skills can help you stand out among other candidates who may only focus on their technical abilities.

Field Service Technician Resume Summary Example

Improving efficiency through scheduling.

Detailing how you effectively managed and prioritized service calls to reduce backlog demonstrates your ability to work under pressure and manage time efficiently. It also shows your commitment to improving service delivery.

Touting versatility in machinery maintenance

Stating your skill in maintaining and repairing a wide range of machinery across various industries conveys your adaptability. It reassures employers that you can handle diverse types of equipment and adapt to various industrial environments.

HVAC Service Technician Resume Summary Example

Preventative measures.

By implementing an effective preventative maintenance program that reduced system failures by 20%, you've shown that you're proactive, not just reactive. It's easy to fix problems as they come, but preventing them from happening in the first place? That's something special.

High-pressure Problem Solving

Highlighting your troubleshooting skills, especially in high-pressure situations, is a great move. It tells me that when the heat is on (quite literally in HVAC), you're the one who can keep their cool and get the job done. Such resilience is a highly sought-after trait, especially in a physically demanding job like HVAC servicing.

IT Service Technician Resume Summary Example

Showcasing efficiency.

Reducing ticket resolution time by 20% speaks volumes about your ability to improve efficiency. It tells me you're a problem solver who knows how to streamline processes and get things done faster. Remember, every firm values efficiency - it saves time, resources and boosts customer satisfaction.

System Improvement

By stating that you implemented a new IT service management system that improved system performance by 30%, you're telling me you're not just a problem solver, but also an innovator. You don't just maintain the status quo - you drive improvements that propel the business forward. This kind of forward-thinking mindset is highly coveted in the tech industry.

Lead Service Technician Resume Summary Example

Demonstrating project management skills.

Leading a team and achieving a high project completion rate shows your capability to manage complex projects and deliver results. It also indicates your leadership skills and ability to motivate a team.

Preventing equipment failures

By mentioning your role in preventing equipment failures during critical business operations, you highlight your ability to foresee potential issues and implement preventative measures. Such proactive action can save a company from costly downtime.

Senior Service Technician Resume Summary Example

Detailing leadership experience.

As a senior technician, demonstrating your leadership capabilities is crucial. By mentioning that you managed a team and improved its efficiency, you make it clear that you can handle responsibilities above and beyond the standard duties of a technician.

Stressing on safety record

Emphasizing your safety record is a great way to show that you work in a careful and meticulous manner. This is an important trait for a technician, as mistakes can often lead to costly and potentially dangerous incidents.

Service Technician Resume Templates

Electronic technician.

Quality Control

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Thank you for the checklist! I realized I was making so many mistakes on my resume that I've now fixed. I'm much more confident in my resume now.

Help Desk Specialist

Help Desk Specialist Resume

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7 Application Support Analyst Resume Examples for 2024

Creating a strong resume is key for any application support analyst. This article provides real resume examples and strategic advice on skills and keywords to include. Learn how to highlight your technical skills, problem-solving abilities, and experience with software. Follow our guidelines to boost your job prospects in this critical IT role.

• 01 Sep 2024 - 5 new sections, including 'Where to list your education', added
• 01 Sep 2024 - 5 new resume templates, including Transitioning to Application Support Analyst from Customer Service, added
• 30 Aug 2024 - Article published

  Next update scheduled for 09 Sep 2024

Here's what we see in the best resumes for application support analysts.

Show Impact With Numbers : The best resumes show impact using numbers like reducing customer support issues by 40% , cutting response times by 30% , increasing uptime by 10% , or handling 50 tickets per week .

Include Relevant Skills : Include skills on your resume that you have and are mentioned on the job description. Some popular ones are SQL , Java , SAP , JIRA , and data analysis . But don't include all of them, choose the ones you have and are mentioned in the JD.

Show Technical Proficiency : Using phrases like bug fixing , code review , or system troubleshooting shows you have the technical skills for the job.

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helpful blue / but not serious Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include.

Application Support Analyst Resume Sample

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Want to know if your resume stands out for application support analyst roles? Our resume scoring tool gives you a clear picture of where you stand. It checks your resume against key criteria that recruiters in IT support look for.

Upload your resume now. You'll get a free, unbiased assessment that shows your strengths and areas for improvement. This feedback helps you make your resume stronger for your next job application.

Where to list your education

As you prepare your resume for an application support analyst role, think about where your education section will go. If you are fresh out of school or have recently completed relevant coursework, such as a degree in computer science or information technology, this should come first on your resume. Highlight this education upfront to immediately show your qualification for the technical aspects of the job.

If you have been in the workforce for a while and have practical experience supporting software applications, then your work experience should take precedence. Place your education section after your professional experience, since your hands-on skills will be most relevant for solving real-world issues. In either case, always ensure the highest degree or most relevant certification stands out to align with the needs of an application support analyst.

Highlight technical proficiencies

As an application support analyst, make sure to list the software and tools you are proficient in. Mention specific systems you've worked with like SQL, Linux, or SaaS platforms.

Including your technical certifications can also strengthen your resume. Certifications show that you have validated skills in specific technologies relevant to the job.

Junior Application Support Analyst Resume Sample

Ideal resume length.

Your resume as an application support analyst should be concise. If you have less than 10 years of relevant experience, aim to keep it to one page. This helps you stay on point and shows you can organize information well. Focus on recent work and key skills that match the job you want. For those more experienced, up to two pages is acceptable. This gives you space to detail your breadth of knowledge and key projects.

Remember, a shorter resume does not mean you're less skilled. It shows you value the hiring manager's time by highlighting what matters most. Ensure your most important experiences and skills are on the first page, as it gets the most attention. Keep your resume clean and readable with standard fonts and margins. Focus on clarity over cramming in too much detail.

Senior Application Support Analyst Resume Sample

Show problem-solving skills.

Employers in this field look for strong problem-solving skills. Give examples of how you identified and resolved issues in past projects.

Use bullet points to mention successful troubleshooting or support tasks you've handled. This shows your practical experience and capability to manage complex applications.

Application Support Analyst specialized in Financial Systems Resume Sample

Transitioning to application support analyst from customer service resume sample.

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Becoming a Skilled Help Desk Technician

Zuzanna Bocian

As the AI revolution continues, the importance of computers and technology will only increase with time. But therein lies your advantage: This is the best time to become a technical assistance specialist. 

A help desk technician is the first line of defense for troubleshooting computer problems. 

Here’s another stat to spur you on: In 2023, according to the U.S. Bureau of Labor Statistics (BLS), the median salary for help desk technicians was $60,810 per year ( source ). And the early projections show this number will only rise in the next couple of years. 

But what exactly is a help desk technician? What are the key responsibilities attached to the role? This guide will cover everything, so let’s get straight into it.  

What is a help desk technician?

Help desk technicians are computer support specialists who assist customers and employees struggling with computer problems via email, online chat, voice call, or in person. 

A help desk technician utilizes their IT knowledge and expertise in hardware and software to troubleshoot any problems users may encounter while using their computers. Aside from technical expertise, computer support specialists need to have quality soft skills and a patient attitude that can deal with all customer inquiries, no matter how small. 

If you have a knack for solving computer problems related to hardware and software and the people skills to convey that knowledge to your average computer users, then this position could be an excellent fit for you.

Education and certification  

While a formal education, especially a degree in Computer Science or any tech-related field, may increase your chances, a college degree isn’t required to become a help desk technician. 

If you can complete an IT certification like CompTIA A+, that should be enough to prove that you have the skills to do the job. But be warned, the CompTIA A+ exam can be difficult for someone with only a general understanding of how today’s tech works. 

Fortunately, the CompTIA Tech Career Academy offers an IT-Ready technical support program that gives hopeful prospects the training they need to earn a CompTIA A+ and start earning a healthy paycheck as technical customer support representatives.

Key responsibilities of a help desk technician  

A help desk technician is a customer support representative for any tech-related problems. The duties of a help desk technician include:

Responding to tech-related inquiries via email, online chats, or in person.  

Remotely guiding customers through systems configuration, troubleshooting, and maintenance. 

Educating and training end users in new or unfamiliar technologies.

Answering customer questions and concerns while guiding them through the optimal solutions. 

Directing unresolved issues to next-level personnel while prioritizing customer satisfaction in all communications.

Technical skills and knowledge

As a skilled help desk technician, you may often be called to offer technical support or troubleshoot complex software, hardware, and operating system faults. However, every help desk technician must have comprehensive knowledge of computer operating systems, hardware, and software. 

Prior experience troubleshooting minor and major problems in computer hardware, software, and operating systems is also required, as that’s almost 80% of the job. On occasion, a help desk technician may even be called upon to troubleshoot cloud computing network administration or cybersecurity issues, so expertise or, at the very least, familiarity in those two domains is also a requirement. 

Lastly, as alluded to earlier, a help desk technician also needs to have personable communication skills and the required technical skills.  

For example, your job often includes helping the older members of your customer base regain their passwords. In such cases, you need patience, a calm demeanor, and the ability to explain complex topics as simply as possible. 

Tips for success as a help desk technician  

While a help desk technician job offers a lucrative and steady paycheck, the competition surrounding it will only increase as the years go by. Thus, you must differentiate yourself from the thousands of applicants you’ll be against. 

Fortunately, I compiled a few tips to help you jump from a standard help desk technician to someone recognized as an expert. These tips include:

Develop strong communication skills

Listen carefully when users describe their issues and ask questions when necessary. Plus, you need to be able to explain complex technical jargon in simple terms when offering customer support to non-technical users. 

Hone your problem-solving skills

Use a logical approach to break down complex problems into smaller, more manageable parts. Use available tools and documentation to analyze unfamiliar problems to ultimately find a solution carefully. 

Continuously improve your technical skills

Stay current with technological advancements and trends and regularly update your knowledge of operating systems, hardware, and software concepts. 

Pursue industry certifications

Believing you know it all is the worst thing you can do for your career. Never sit idle. Consider earning as many certifications as you can. The best ones for furthering your career include CompTIA A+, Microsoft Certified: Modern Desktop Administrator, and Network+.

Enhance your customer service experience with HelpDesk . Bring your customer to a higher level of satisfaction. 🚀

Overcoming common challenges

A help desk technician, or any customer support job, comes with its fair share of challenges. However, the real experts know how to deal with and overcome these common challenges by:

Staying calm in tense situations.

Keeping yourself up to date on the latest technological advancements and trends.

Developing an efficient time management system that helps them manage their workload. 

On that note, here are a few common challenges all help desk technicians face and how you can overcome them.

1. Managing a high number of support requests

As a help desk technician, it is easy to get swamped by customer requests. The only solution is to manage a task prioritization system that categorizes issues according to urgency and impact. Deal with the critical issues first, then move your attention towards the less urgent ones.

2. Dealing with difficult or frustrated users  

Most customers you encounter will be naturally frustrated with their inability to solve their problems. The trick here is to deal with every customer with empathy . Acknowledge their frustrations first to de-escalate the situation. Then, explain in simple terms how you’re solving the issue. Remember to maintain your composure throughout the conversation.

3. Keeping up with rapidly changing technologies

The current AI revolution is quickly changing the technological landscape. It’s very important to stay current on the latest technology trends. 

Our suggestion is to regularly upskill yourself through online courses and certifications. I suggest joining professional groups on LinkedIn or forums to discuss these trends and challenges with people who may have more knowledge than you. 

A career as a help desk technician is about to become much more lucrative if technology continues to advance as it has in the past few years. 

Even now, a skilled help desk technician offering proactive support can earn between $46K to $67K per year. And the best part is that you don’t necessarily need a college education to pursue a career in this field. However, you’ll need certifications like CompTIA A+ or Network+ to be eligible for the role in almost any company. 

Thankfully, some resources and training can help you get those certifications, and I recommend taking advantage of an opportunity like this.

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