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IT Help Desk Support Resume Examples

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

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IT Help Desk Support

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

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

Core Skills :

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

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

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

Help Desk Analyst, XYZ Company, 2013 – 2015

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

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

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

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


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

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

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

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

Responsibilities :

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

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

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

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

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

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

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

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

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

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

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

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

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

Experience 15+ Years

Level Director

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Key takeaways for an IT Help Desk Support resume

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

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

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

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

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

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

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Resume template


Help Desk Resume: [Sample for Download] and Tips for 2024

help desk professional resume sample

A Help Desk Resume is a document that summarizes a candidate’s skills, knowledge, and experience in providing customer support in a technical capacity. The resume should highlight the candidate’s skills and experience in addressing customer issues, along with knowledge of hardware and software systems, technical troubleshooting, and communication skills.

Importance of Writing a Strong Help Desk Resume

In today’s competitive job market, a strong Help Desk Resume can help candidates stand out from the crowd. Employers are looking for technical support professionals who can provide excellent customer service, are able to solve complex problems, and can work collaboratively with team members. A well-written and well-organized Help Desk Resume can demonstrate these skills and increase a candidate’s chances of getting hired.

Understanding the Role of a Help Desk Professional

A Help Desk Professional is a professional who provides technical support and assistance to end-users or customers. The role involves providing timely and effective solutions to technical issues and queries raised by customers.

A. Definition

The Help Desk Professional is the frontline personnel responsible for ensuring that customers are provided with solutions to technical issues. They play a critical role in providing timely assistance and technical support to customers. They act as the liaison between the customers and other technical professionals in the organization.

B. Key Responsibilities

The key responsibilities of a Help Desk Professional include:

  • Receiving and responding to customer queries and technical issues in a timely manner.
  • Providing technical support and assistance to end-users or customers.
  • Identifying and resolving technical issues or problems faced by customers.
  • Documenting and tracking technical issues, queries and solutions.
  • Following up with customers to ensure that their technical issues and queries have been resolved.
  • Providing technical training and assistance to new users.

C. Necessary Skills

To excel as a Help Desk Professional, the following skills are necessary:

help desk professional resume sample

  • Strong analytical and problem-solving skills.
  • Excellent customer service skills and the ability to work well under pressure.
  • Good communication skills, both verbal and written.
  • Strong attention to detail and the ability to multitask.
  • Proficiency with various operating systems, hardware, and software applications.
  • Good knowledge of technical troubleshooting methodologies.
  • Ability to work in a team environment and collaborate with other technical professionals.

The Help Desk Professional plays a critical role in ensuring that customers receive timely and effective technical support and assistance. Their technical skills, customer service skills, and ability to multitask are essential to their success in the role. By understanding the key responsibilities and necessary skills of the role, individuals seeking to become Help Desk Professionals can tailor their resumes to highlight their qualifications and experience effectively.

Help Desk Resume Format

When it comes to crafting a successful Help Desk Resume, there are three common formats to choose from.

A. Chronological

The chronological format, as the name suggests, focuses on your work history in reverse chronological order. This format is ideal for those who have a consistent work history within the same industry. It allows employers to quickly see your progression throughout your career and the skills you have developed over time.

When using the chronological format, start with your most recent job and work backwards. Include the company name, job title, dates of employment, and a brief summary of your responsibilities and achievements in each role. Be sure to use action verbs and specific metrics to showcase your accomplishments.

B. Functional

The functional format is focused on your skills rather than your work history. This format is ideal for those who are looking to switch industries, have gaps in their work history, or have limited work experience. The functional format allows you to highlight specific skills and achievements that are relevant to the job you are applying for.

When using the functional format, start with a summary of your skills and accomplishments followed by a list of your work experience (if applicable) in reverse chronological order. When listing your work experience, focus on the skills you developed rather than the job duties.

C. Combination

The combination format is a mix of the chronological and functional formats. This format allows you to showcase your work history while also highlighting your specific skills and achievements. Start with a summary of your skills and accomplishments followed by a reverse chronological list of your work experience. When listing your work experience, focus on the skills you developed and the accomplishments you achieved.

When choosing your resume format, think about your specific circumstances and what will best highlight your skills and experience. Remember, your resume should be tailored to the specific job you are applying for. Use strong action verbs, specific metrics, and keywords relevant to the job to make your resume stand out.

The format you choose is just one piece of the puzzle. Be sure to also include relevant experience, education, certifications, and other achievements that demonstrate your ability to excel in a Help Desk role.

With these tips in mind, use the sample Help Desk Resume provided for download as a guide to create your own perfect resume.

Help Desk Resume Structure

When it comes to building a Help Desk resume, it’s vital to present yourself in the best light possible. One way to achieve this is by organizing your resume in a way that highlights your most relevant experience and qualifications. An effective resume structure should include:

Your header should be the first thing recruiters see when they glance at your resume. It should include your name, email address, phone number, and possibly a link to your LinkedIn profile. Make sure the font size and style are consistent and easy to read.

help desk professional resume sample

B. Objective

The objective statement provides a brief overview of your career goals and what you hope to achieve in your next Help Desk role. Keep in mind that the objective should be tailored to the specific company and position you are applying for. It should be concise and straightforward.

C. Key Skills

This section should contain a list of your most relevant technical and soft skills. This includes skills such as troubleshooting, problem-solving, technical support, and customer service. Use bullet points and keep the list concise, highlighting only the skills that are most relevant to the position.

D. Professional Experience

This section is where you should highlight your previous work experience. Start with your most recent job and work backward, including the job title, company name, location, employment dates, and job duties. Highlight your achievements and accomplishments in each role, including any specific projects or tasks you completed.

E. Education

List your degree(s) and certifications, including any relevant coursework or training. Be sure to include the name of the institution, degree/certification earned, and the year you graduated.

F. Certifications and Training

Include any relevant certifications or training you have completed, particularly if they are specific to the Help Desk industry. Highlight any knowledge or experience you have with particular software or equipment, including any relevant certifications.

By structuring your Help Desk resume in this manner, you can present yourself in the best possible light, highlighting your relevant experience and qualifications, and ultimately increase your chances of securing the job you desire.

Help Desk Resume Writing Tips

When it comes to creating a Help Desk resume that stands out and attracts the attention of hiring managers, there are key writing tips that every candidate should take into account. Below are four of the most important Help Desk resume writing tips to help you land your dream job:

A. Tailoring Your Resume

One of the biggest mistakes that job seekers make is submitting a generic resume for every job they apply to. Tailoring your resume to the specific job you are applying for is essential. This means doing research on the company and the position requirements, and carefully considering how you can highlight your relevant skills and experience in your resume.

B. Using Keywords

When a hiring manager is reviewing resumes, they are often looking for specific keywords that demonstrate the candidate’s qualifications for the position. These keywords may include technical skills, software programs, certifications, and more. To ensure that your resume catches the attention of hiring managers, be sure to carefully review the job posting and incorporate relevant keywords into your resume.

C. Highlighting Achievements

Hiring managers want to see measurable achievements on a candidate’s resume. This could be anything from reducing response times to closing tickets more efficiently, to improving customer satisfaction ratings. By highlighting your achievements, you demonstrate to potential employers that you are capable of delivering results and providing exceptional service.

D. Using Action Words

Last but not least, it’s important to use powerful action words throughout your Help Desk resume. Action words help to demonstrate your skills, experience, and achievements in a dynamic and engaging way. Words such as “solved,” “improved,” “resolved,” and “streamlined” are just a few examples of impactful action words to use in your Help Desk resume.

When writing your Help Desk resume be sure to tailor it to the specific job you are applying for. Use keywords, highlight your achievements and use powerful action words to demonstrate your skills, experience and achievements. By following these Help Desk resume writing tips, you will increase your chances of securing your dream Help Desk job.

Common Mistakes to Avoid when Writing a Help Desk Resume

When it comes to writing your help desk resume, there are some common mistakes you should avoid. These mistakes can hinder your chances of landing your dream job. Here are some mistakes to avoid:

A. Including Unrelated Information

It’s important to only include information that is relevant to the job you’re applying for. Including information that is unrelated can cloud your skills and achievements and make it harder for the hiring manager to understand your potential. Keep your resume concise and stick to the job requirements.

B. Failing to Highlight Key Skills and Achievements

When writing your help desk resume, you need to showcase your skills and achievements. Without highlighting them, it can be difficult for the hiring manager to see why you are an excellent candidate for the position. Your resume is a marketing tool, so make sure to highlight your key skills and accomplishments.

C. Poor Formatting and Structure

Your help desk resume should be easy to read and follow. Poor formatting and structure can be a big turnoff for hiring managers. Make sure your resume has plenty of white space, uses consistent formatting, and has a clear structure. This will show how organized and detail-oriented you are.

D. Lacking Clarity

Your help desk resume must be clear and concise. Avoid using ambiguous language or being too generic. Be specific about your experience, skills, and achievements. Use quantifiable results where possible to showcase your impact in previous roles.

These four mistakes should be avoided when writing your help desk resume. By keeping your resume clear, concise, and relevant to the job, you increase your chances of impressing the hiring manager and ultimately landing the job.

Reviewing Help Desk Resume Examples

An important aspect of crafting a great help desk resume is reviewing examples of successful resumes in this field. Studying well-written resumes can help you understand what makes a strong resume and can help you identify areas where your own resume may need improvement.

In this section, we’ll review three different help desk resume examples to give you an idea of what to include in your own resume.

A. Example 1

John Doe 123 Main Street Anytown, USA 12345 555-555-5555 johndoe.

Tips for Effective Cover Letter Writing

A. Purpose of a Cover Letter

A cover letter is a tool for job seekers to introduce themselves to potential employers and highlight their qualifications for a particular job. It serves as an opportunity for the candidate to explain how their skills and experiences match the requirements of the job they are applying for. A well-written cover letter can make a strong impression on the employer and increase the chances of getting an interview.

B. Structure of a Cover Letter

A cover letter typically consists of three main parts: the introduction, the body, and the closing. The introduction should be attention-grabbing and introduce the candidate to the employer. The body should explain why the candidate is interested in the job and how their skills and experiences match the requirements of the job. The closing should thank the employer for their time and consideration and ask for the opportunity to discuss further.

C. Key Writing Tips

Customize the Cover Letter: A generic cover letter is a red flag to employers. Take the time to tailor the cover letter to the job posting to demonstrate how the candidate’s skills and experiences match the specific job requirements.

Be Clear and Concise: Employers receive many cover letters and may only spend a few seconds scanning each one. Make sure the cover letter is easy to read and concise. Use bullet points or short paragraphs to highlight skills and experiences that match the job requirements.

Use Active Language: Active language demonstrates confidence and makes the cover letter more engaging for the employer. Use action verbs to describe the candidate’s experiences and accomplishments.

Focus on the Employer’s Needs: Employers want to know what the candidate can do for them. Highlight how the candidate’s skills and experiences can benefit the employer and help them achieve their goals.

Proofread and Edit: A cover letter with spelling or grammar errors can immediately disqualify a candidate. Take the time to proofread and edit the cover letter carefully to ensure it is error-free.

A cover letter is an important tool for job seekers to introduce themselves to potential employers and highlight their qualifications for a particular job. By customizing the cover letter, using active language, focusing on the employer’s needs, and proofreading carefully, candidates can increase their chances of getting an interview and landing their dream job.

Help Desk Resume: Dos and Don’ts

As a help desk specialist, creating an effective resume that highlights your skills, experience, and accomplishments is crucial in landing your dream job. In this section, we will discuss the dos and don’ts of help desk resumes.

Tailor your resume to the job description:  One size does not fit all when it comes to resumes. Customize your resume to match the job requirements by highlighting skills and experiences relevant to the position.

Use keywords and phrases:  Hiring managers use Applicant Tracking Systems to scan resumes for relevant keywords. Use these keywords related to help desk support such as “troubleshooting,” “customer service,” “problem-solving,” and “technical support.”

Quantify your achievements:  Use metrics and statistics to back up your accomplishments. Use phrases like “reduced resolution time by 50%,” “maintained a 90% customer satisfaction rate,” or “resolved 95% of customer issues on the first call.”

Keep it concise and easy-to-read:  Use bullet points to highlight essential information and keep it to one page if possible. Use a font and formatting that is easy to read and visually appealing.

Include a cover letter:  A well-crafted cover letter sets you apart from other applicants. Use it as an opportunity to show your personality, passion for the role, and explain how you can meet the needs of the company.

Don’t include irrelevant information:  Keep your resume focused on the job requirements. Avoid including personal information such as hobbies, interests, and irrelevant work experience.

Don’t use vague language:  Be specific about your accomplishments and use concrete examples. Avoid using general phrases like “good communication skills” or “excellent customer service” without backing them up with evidence.

Don’t use a generic objective statement:  Instead of using a generic objective statement such as “to obtain a position as a help desk specialist,” use a summary statement that highlights your skills and experiences.

Don’t include typos or grammatical errors:  Proofread your resume thoroughly for typos and grammatical errors. Ask someone else to read it over to catch any mistakes you may have missed.

Don’t use a generic template:  Avoid using generic templates found online. Create a unique and customized design that reflects your personality and showcases your skillset.

A well-crafted help desk resume can help you stand out from the crowd, and following these dos and don’ts can increase your chances of landing an interview. Remember, your resume should be tailored to the job description, concise, easy-to-read, and highlight your accomplishments in a quantifiable way.

Dealing with Employment Gaps in Help Desk Resume

Employment gaps can be a concern for job seekers, especially in the help desk field where employers seek individuals with continuous hands-on experience. However, job seekers can still effectively address employment gaps by explaining them in a positive light, providing evidence of skills maintenance, and implementing strategies to minimize the impact on their resumes.

A. Explaining Gaps in a Positive Light

Job seekers must address employment gaps in their resumes and cover letters in a positive light to demonstrate their abilities to overcome challenges and remain committed to their profession. They can focus on their personal or professional reasons for leaving their previous position, such as furthering education, caring for a family member, or pursuing a passion project. Additionally, they can describe how they stayed involved in their field while on a break, such as volunteering or attending training sessions.

B. Providing Evidence of Skills Maintenance

Evidence of skills maintenance is crucial for job seekers to demonstrate their continuous learning and professional development, especially during employment gaps. They should include any relevant certifications, training sessions, or side projects they completed during their break. Additionally, they can provide a summary of relevant skills or technologies they mastered during their employment gap to showcase their ability to stay current in the field.

C. Strategies for Minimizing the Impact

Job seekers can also minimize the impact of employment gaps by implementing strategies in their resumes and cover letters. They can focus on their most recent relevant experience by grouping their skills and achievements into a skills-based format instead of a chronological format. This approach will highlight their qualifications and relevant skills without emphasizing employment gaps. Additionally, they can provide a brief explanation of their employment gap in their cover letter and address how they maintained their skills and kept up with the industry’s latest trends.

Employment gaps can be effectively addressed by explaining them in a positive light, providing evidence of skills maintenance, and implementing strategies to minimize their impact. When properly addressed, job seekers can demonstrate their commitment to their profession, continuous learning, and relevant skills.

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Ever helped anyone with a gadget? [ Click here to directly go to the complete help desk resume sample ]

How do you write that in your resume?

If providing technical support is your forte, then you are the most suitable person for the job of a help desk professional.

All you need is a job opening to put your help desk resume skills to some good use.

But do you include "Critical Thinking" or "Conflict Resolution" in your help desk skills resume? What information do you put on your cover letter for help desk?

You also need to remember that there are a number of people who apply for a professional help desk job, thus making it a tough competition for you.

Everyone is eyeing to sit on the iron throne by hook or crook. You know you are not just any normal help desk employee.

We know that too. The question here is - How would you show this to the recruiters waiting there to hire you? Claiming a job in 2022 is much more difficult a task than claiming a throne.

You need not worry. We are here to solve all your queries involved in making a professional helpdesk resume to explicitly showcase your help desk resume skills.

Before we delve into the turbulence of all these questions, let us begin with a quick overview of who a help desk professional is, and what are their responsibilities.

Moving forward, before you apply for a help desk job, not only do you need a help desk resume, but you also need to know the answers to:

  • what is help desk job description
  • how to get a help desk job with no experience
  • how to get help desk experience
  • what are the basic help desk resume skills

Along with help desk resume examples, the following article shall tell you why having a professional IT help desk analyst resume is important. We shall also assist you with the steps to build the same along with both free and paid help desk analyst resume templates.

Let's get started.

Why do you need a Help Desk Resume?

Every company needs help desk professionals so as to resolve any problems that their customers/users might face. It is very important for an organisation to ensure customer satisfaction in order to maintain a goodwill of their own in the market.

Every organisation in the US today is in need of highly professional help desk executives and if you think you have the flair for it, then no one can stop you from getting the job.

Well! Only one thing can. Not having a professional Help Desk Resume.

A professional help desk analyst resume for a Help desk expert is just like the Long Claw for Jon Snow. After all, how can a warrior win a war without a sword?

According to Glassdoor, there are around 14,000 job vacancies for an IT help desk professional in the US today with a salary averaging USD 60,000. All the more reason for you to have a professional help desk resume.

With the growth and advancements happening in the technological arena at a lightning speed, companies are dying to hire professionals who are adept in them and can help their customers by troubleshooting their problems and resolving issues.

That is why it is important for you to make a professional help desk resume to hit the bulls-eye.

Complete Help Desk Sample Resume

[ Back to Table of Content ]

Just to provide you with an idea of how a help desk resume should look, we have taken up the Traditional Blue template which incorporates all relevant information within a single column help desk resume sample.

  • Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems
  • Networking: LAN & VPN/Remote Connectivity, TCP/IP
  • Platforms: Windows, Unix, NetWare Servers, Citrix
  • Browsers: Chrome; Safari; Firefox; MS Edge; IE; SeaMonkey Navigator; Opera
  • Responding to ~10 client accounts questions including billing and field service requests daily
  • Checking reported issues and briefing the customers with the scripted service protocols
  • Troubleshooting hardware, peripherals and software issues and make the appropriate recommendations
  • Creating service orders to replace defective parts or request for technician assistance
  • Preparing correspondences and maintaining client appointment logs & records
  • Maintaining up-to-date knowledge of all company products , service procedures & offerings to assist clients
  • Rendering support for LAN, remote access & resolving basic connectivity issues
  • Handled 150+ daily inbound calls while providing superior customer service to customers as it pertains to account support, billing and technical support
  • Awarded “Star Employee” three times for delivering outstanding technical support
  • Answered ~50 user inquiries weekly regarding computer, email, phone connectivity, software or hardware
  • Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues
  • Investigated reported issues and briefing the customers with the scripted service protocols
  • Processed ~60 monthly customer inquiries & resolved complaints, billing questions & payment extension/service requests
  • Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management
  • Played a key role in retaining existing client base by repairing trust and designing customer-centric solutions
  • Provided computer help desk support via telephone communications for 300+ end-users, & ~20 calls daily
  • Resolved 95% of the customer issues on the first call without escalation
  • Star Employee | Dorne Computers | Sep '15
  • Certified IT Help Desk Professional | Kan's Institute | '11
  • Summer Certification | Public Speaking | Welhem School | '09
  • Secured 1st position in the Elocution competition held at Washington University in '06
  • Awarded the McBright Scholarship worth USD 15k for undergraduate studies in ’04

Who needs a Help Desk Resume?

A help desk is responsible for:

  • helping customers with the expertise of technical know-how
  • providing support to end user with troubleshooting issues
  • imparting knowledge about related products through emails, chat-rooms etc.

If you are a person with a pro-level expertise in technology-related problems and can resolve customers' issues for the same, then you definitely are someone who needs a help desk resume to portray your help desk resume skills.

This is to say that the help desk profession has different requirements which you must know in order to build a brilliant help desk resume.

To go forward with applying for the same and making a help desk resume, you must begin by shortlisting the top 5 recruiters who you would want to work for, keeping in consideration, their stature in the market and then follow the 3 rules for a standard research involved in the process mentioned below.

  • Start with scavenging of LinkedIn profiles of the help desk professionals who are already in the game to identify what all certifications they have acquired for it.
  • Further, go through all the social networking sites such as Facebook, Twitter or Instagram observing (stalking) your potential employers to understand what they are looking for in the recruit.
  • The last thing you need to do is to get hold of all the targeted keywords & jargon to use for the job description in your help desk resume. You'll further see how this is going to help.

This sounds great as going by the idea of colour psychology, blue provides a sense of confidence and support which will help your help desk resume stand out in the eye of the recruiters, thus increasing your chances of getting shortlisted.

Not really going with the idea? Don't worry. You can look for other resume templates and choose one from the plethora of templates available on our Resume Templates.

It is preferable to create your help desk resume in the reverse-chronological resume format due to its global acceptance and more professional outlook.

Using this kind of a format in your help desk resume is the first step up the ladder to get shortlisted by the recruiter for a face to face interview as this helps them to have a better flow while gazing through your help desk resume.

Always use an open sans font to match up the industry standards.Also, take care of ample spacing to provide a free look to the help desk resume. You would not want to decrease your chances of selection by making the recruiter tense their eyes while going through your resume.

Well, Well, Well, Congratulations!

With this, you have successfully completed your help desk resume format.Let us now march further into the different sections of a help desk resume.

Help Desk Resume: Personal Details


Avoid mentioning your full address as it is quite redundant and does not go with the industry standards prevalent today.

Only mentioning your city and country information is sufficient.

Always try to keep it minimal and professional.

In case you are putting up a picture, try to keep it professional to reflect a reasonable impression.

Help Desk Resume Key Sections

Help desk resume: professional career summary.


A professional career summary is not less than a ship in the ocean. It helps the recruiter in understanding your expertise in the relevant areas to make crossing the ocean of information that is yet to come, easier.

A summary is basically a 3-5 line synopsis giving an overview of your entire career to make a long-lasting impact on the recruiters' minds.

Recruiters are busy people. They don't go on skimming the help desk resume, rather will just have a quick glance.

They just filter all the relevant information in 6 seconds and move ahead with another one.

This is the manual sorting system.

On the other hand, ATS (Applicant Tracking System) is a software-driven approach used specifically by large conglomerates.

It is mandatory for your summary to have these qualities in order to get sorted by the ATS and help you reach to a one-on-one interview with the recruiter:

  • Tailor your help desk resume based on the interests of the employer and not in any other way.
  • Mention all the specific keywords listed by the recruiter to pass the ATS test.
  • It is always recommended that you start with the number of years of your experience to make your summary look strong and dazzle the recruiter.
  • The cause-effect relationship should be used in every sentence to make the recruiter understand the quantifiable impact of it.
  • If you have a high standard certification in the industry, put it to use immediately.

If you would notice the sample help desk resume given above, the number of work experience years and adjectives are used by the candidate to start the summary to make it look versatile.

You can make the summary better using powerful words to highlight your professionalism in a better way.

In this example, we have used impacting words such as adept, armed with, proficient, etc.

Usage of such words is a trademark of reflecting positive assertion to create an impact on the recruiter and in turn, impress them for your benefit.

Please take note that we have used a simple job title as Help Desk Professional. You need to be very careful by mentioning the job title.

It is not a hard and fast rule that the job title should match your current profile but it should, without arguments, be in accordance with the profile you are targeting at.

Consider that you are a mid-level help desk professional applying for a higher in-line position. You can definitely go on forward to use it as your job title to reflect what you seek.

Help Desk Resume Skills

Help desk professionals should understand consumers and their needs while clearly articulating the same for providing user-friendly solutions.

Help Desk Resume: Key Skills

Let's look at the following list of help desk resume skills from an IT help desk resume example.


Help Desk resume skills are a sure shot way to level up your help desk resume game. A big number of help desk resume samples do not feature the key skills sections.

Key Skills can be displayed in your help desk resume by following these basic rules. There are 3 simple rules to state your key skills:

  • Bullets all the way! Separate every key skill with them.
  • Add the Key Skills section just below the professional summary section.
  • Statements are redundant. Avoid them! Key skills should be in small phrases. Don't write "proficient in troubleshooting issues". Just write "troubleshooting".
  • Make sure that they are going in line with the work you have done but also incorporate the keywords given by the recruiter in the job description.
  • Abbreviations? REDUNDANT! They confuse the recruiters. Use the expanded form at least once and then use the abbreviated form.

As mentioned in the above image, there are many such key skills which come in accordance with the help desk resume you are making.

Help Desk Resume: Technical Skills

Help desk resumes should comprise help desk resume skills and certifications in IT project and service management frameworks like ITIL and Prince2.


In case you are applying for an IT help desk professional, you need to have an IT help desk resume.

In such a case, the technical skills are also very important and need to be highlighted.

Putting your technical skills in an IT help desk resume is a must - the software you are adept at, the databases that you know, the programming languages you are proficient in, etc.

Help Desk Resume: Work Experience


The guidelines you follow while making a help desk resume exemplifies the steps you take to make a standard help desk resume:

Bullets & one-liners

The recruiters won't be merciful enough to skim through your entire help desk resume in depth. They just glaze through it in 6-10 seconds.

Also understand that it is not by choice but by condition. It's not just your profile but hundreds of others that have to be considered.

Now, if this is the condition, then the ideal length of your help desk resume should be 2 pages.

Hence, it is important that you describe your work experience in multiple one-liner bullet points. Doing this is beneficial as it takes less space to begin with and also makes it easier for the recruiter to go through it while maintaining a proper flow.

Bold Relevant Keywords

Highlighting something in bold allows you to choose what you want to reader to emphasize on. This method has a very crucial role in the writing industry and the documents which are prepared.

Everything you do - from drafting letters, application forms, cover letters or even answering a question in the exams - highlighting an important phrase or word plays an important part.

Highlighting a text helps the reader to pay some extra attention to it as it is a deliberate action taken with a purpose to draw their attention towards it and showcase its worth.

The same thing applies here while writing a help desk resume as well.

Now, when you are targeting a recruiter with just 6 seconds to spare for you, it is very important to bold important words, phrases and numbers to make a long-lasting impact on them.

While going forward with structuring your work profile and putting up points in that section, you will get to see a number of points showing a particular trait you possess.

To make a help desk resume more consistent, it is recommended that all the similar points are clubbed under a single sub-section or as it is called, a single "bucket". Doing this makes the recruiter's job of scanning your resume easier.

To avoid making your help desk resume look like a dump yard of chunks and chunks of information reflecting no useful meaning in particular, bucketing is the only way to go forward to make it easy for the recruiter.

Don't make it difficult for the recruiter to go through your help desk resume. If it happens, they won't even think twice before they move on to the next help desk resume!

Key Achievements

The duties you performed while working as a help desk professional is now put on the platter.

But wait a minute! Think about it! Is that enough?

What truly attracts a recruiter is the list of remarkable achievements that you have added under your folds while working as a help desk professional.

Your achievements are surely gonna provide you with a better edge over the other applicants in the game.

If you don't give importance to the achievements section and try to club it with the work experience, you will fail to bring out the x-factor that the recruiter might be eyeing at.

For a unique portrayal of your achievements, it is important that you highlight them under a separate header under each work experience.

Give the recruiter the eye-candy they are looking for.

Always go with the right approach and do not forget to mention all the verbs under this bucket in the past tense because you have already achieved them all.

Aligning Dates & other details

Based on the extensive research involved in understanding the structure of help desk resumes and aligning them with the industry standards, the best way is to keep the company name and designation towards the left.

In the same order, align the location of the workplace and dates towards the extreme right.

Hiration Pro Tip: If you face any difficulty in the alignment of dates and company details to make them fit under the same lines, no need to worry. You can always use our Resume Builder to process the help desk resume quickly and align the details in place in an easy manner.

Company Description

The recruiter with just 6 seconds in hand is a poor chap. We need to give them a benefit of doubt.

They have a gazillion of help desk resumes and multiple applications on their desk as they start the day. With such a lot on their heads, it is nearly impossible to spare any more time to go through details in depth.

Here, it is our duty now that we make the job of the recruiter easy. Hence, it is really needed that we give them a brief one-line company description for all our work experience.

After all, How and why would the recruiter know which company were you working in and what does it deal with? This is a lot to expect from them.

Ok, I get it if it is a brand. But we cannot expect them to know about each existing brand on the face of the earth - given that now everyone calls themselves a brand.

Also, look at it this way - the recruiter sees your help desk resume but all the help desk resumes they have been through before you, have a company description under every work experience and yours doesn't?

Ring a bell? You lost a point here.

So why would you want to miss it in the first place?

The description of the company in your help desk resume also carries a positive impression on the recruiter proving that you value the worth of the companies that you worked with.

Any kind of numbers or a related entity that quantifies something gets imprinted on the recruiter's mind.

Words are all the same but the numbers are what provides the real value in a help desk resume.

The most exotic way to describe the company where you worked earlier or are currently working is by providing figures around the current revenue of the company and the number of employees associated with it.

This not only provides the recruiter with an idea about the company but also proves your stature of not being just any normal candidate in the lot.

Start Date and End Date

The more important it is to correctly align the date, the more it is important to mention the joining and resignation date from a company.

This is important as it provides the recruiter with the stability factor they are looking for. Mentioning such details provides the recruiter with insights on how long did you serve the company you were working with.

Let your mind not divert from the point that we are working to give the recruiter a sigh of relief by making their work easy and smooth.

The recruiter should not feel perplexed with the information in the help desk resume or get aggravated by it. That would be a wrong move.

Moving forward, the exact date of joining is something that not everyone remembers, especially when a person is working in a company for a long time, say 18 years or so.

That is why the date of joining is not something which is important to be put on a help desk resume. The most accepted format is that of the month of joining followed by the corresponding year, going on to the month and the corresponding year of resignation.

Also, it is only appropriate to mention the first three letters of the month and the last 2 digits of the year - "Jan '06 - Dec '18"

Reverse Chronology

Reverse chronological resume format is the most basic and widely accepted format from a long time dating back to starting ages of employment industry.

Pick even the oldest of the help desk resumes you can find. In each of it, you would see that the most recent work experience is always at the top.

This is further followed by other jobs that you have done previously.

There are 3 particular reasons to this as to why a help desk resume should be in the reverse chronological order:

  • Global Acceptance.
  • ATS compliance
  • Serves considerably as an easier job for the recruiter to scan

Numbers are Important

Being a help desk professional, you must have resolved a number of customer complaints or you definitely would have provided troubleshooting solutions to clients.

And you must have documented details of every customer on a daily basis. We understand. But you need to put yourself in the shoes of the recruiter and think for yourself.

Will they understand?

A recruiter will only get to understand the worth of your contribution only if you provide some potential figures to display that information via the help of numbers, percentage, ratio, etc. Words are not your real friends here.

Grammar is important too

Always start all the one-liner points with a power verb.

Every point should be in present continuous tense for the current company (except the key achievements subheading).

Moving forward, for all the other work profiles you were in previously, the one-liner points should begin with a power verb with all the lines in past tense.

To take an example, for your current work experience you would say:

  • Managing key client accounts and processing billing & field service requests
  • Troubleshooting hardware, peripherals and software issues and proffer relevant recommendations

For the company you have worked earlier, put them as:

  • Managed client accounts and processed billing & field service requests
  • Troubleshoot hardware, peripherals and software issues and proffer appropriate recommendations

Just For a Reminder!!!

Key Achievements section will always be in the past tense as it portrays something that you have already achieved - even if it's in the current profile.

Help Desk Resume: Education details


After the work experience section comes the education section where all your academic information is added.

This also should be put in the reverse chronological order just like in the work experience. Your recent education should be on the top followed by the course you took earlier.

Check out the example attached above for a better understanding.

Here, one important factor that you should be concerned about is that a standard help desk resume is only 2 pages long. No need to fit in all the projects and other irrelevant details here.

If you have achieved anything remarkable during your academic tenure, that information can be separately put under the section of 'Awards & Achievements'.

Help Desk Resume: Certifications & Training


The kind of competitive world we live in today, certifications have a crucial role to play.

There are a gamut of certifications for a professional help desk profession to acquire.More the number of certifications portraying your diverse help desk resume skills, more are the chances of you getting shortlisted.

The most appropriate way to go about mentioning your certifications is to put it under a separate section in the help desk resume.

Mention the certifications with the respective authority providing it and the year you received it in.

In case, if you have taken certifications and also have undergone training, make it a point to put them together under the "CERTIFICATIONS AND TRAINING" section.

We are working to resolve the recruiter's problems rather than increase them.

Are you still under confusion? Do you want to know more about the format in which the certifications should come? This is the solution: Guide to Certifications on a Resume.

Hiration Pro Tip: For better coherence and to create a huge impact, align this section in the help desk resume, just below the education section. Reverse Chronology is the best way to go! Highlight important phrases in BOLD.

Check out the list of certifications relevant for a help desk professional here:

Help Desk Resume: Awards & Recognition


This section is what we were talking about earlier. Any remarkable achievement of yours during your college or prior to that while working for an organization will come here.

This includes any title you received in any work profile for your excellence or any academic pursuit of yours.

But remember, this should also be something which strengthens your help desk resume. Align it in that manner and avoid unnecessary details.

Follow reverse chronological order, mention the event or the competition you won the award for, followed by the year in which you got it.

Help Desk Resume: Co-Curricular Achievements


This is the second last section in the help desk resume. Yes! That's right! You are just there at the edge of completing your professional help desk resume.

This section of your help desk resume contains all the details of any achievements that you secured outside the work proficiency arena.

Everything from sports to extra- curricular activities will go here.

Help Desk Resume: Additional Information


The End is Here!

This is the last section. You made it. A pat deserving performance that was. This section includes all the other information like languages, hobbies, interests in general, etc.

Hiration Pro Tip: This section is more important if you're just entering the workforce - it can act as an icebreaker during interviews. If you have more than 5 years of experience, you can refrain from adding this section.

And you are done!

Help Desk Resume: Bypassing the ATS

ATS is an abbreviation used for the Applicant Tracking System.

Now, this particular software is designed to help the recruiters.

How? Let me tell you.

ATS is a specially designed software which oversees the first round of screening before the shortlisted resumes reach the recruiter for further shortlisting.

As per the data received from a recent research conducted, more than 77% of the companies use ATS to accelerate the hiring process.

So to reach a human recruiter's desk, your help desk resume needs to cross this so-called hurdle of a machine.

How do you go about doing that?

ATS works on keywords

An ATS works based on a specific list of keywords which are fed to it manually by the employer.

Now, these keywords are nothing to be afraid of. They are just a set of words used in certain job descriptions or are some industry-specific jargon and terms.

So can you do about it?

Put those keywords in your help desk resume and just get over that machine. Only do it if you think you can substantiate them or justify the same in interviews.

Did it make you recollect the research that we asked you to conduct in the beginning?

Tailor your help desk resume to your target job

Let's face it, you are probably going to make just one help desk resume and that would be it.

But the point is that you can not use it for every company or any job there is. A help desk resume prepared on a pre-defined pattern will only get you a few numbers of interviews.

But, if you really are passionate about your work and want to reflect an outstanding persona, the help desk resume that you are making should be tailored in a way that it fulfills all the requirements of the targeted company.

All you have to do is use the research that you did earlier as mentioned at the beginning of this article. Just tweak the help desk resume skills section and the summary to realign it towards a particular job description.

Research plays a crucial role to help you make a job winning help desk resume for yourself.

Formatting a help desk resume

  • As per the industry standards, circular bullets are the most professional symbol to use in help desk resume while putting up a point and not anything arbitrary. ATS is also designed to scan only these bullets.
  • Use a plain open sans font with a font size not less than 10 points. It should be readable for the recruiter. Use fonts such as Calibri, Open Sans, etc.
  • Reverse chronological order is the only way to arrange all your profiles and contributions.

No Abbreviations

The profile you are targeting for incorporates a lot of technological jargon in relation to software, product details, etc.

To keep your help desk resume fool proof and avoid any discrepancy, it is advisable to use full forms even if this means expanding a long abbreviation. You can put the abbreviated form in a bracket to make it understandable for the recruiter.

The idea is that there's no way to tell what keywords have been fed in the ATS. For instance, if the ATS lists "MBA" as a pre-requisite qualification, and you've written the full-form (Masters in...), even though they mean the same, there's no way to tell if the ATS will also process it in a similar way.

Key Takeaways

  • Put all the key skills in the help desk resume keeping in mind the ATS compliance and other important factors.
  • The professional help desk resume summary should be assertive and between 3-5 lines.
  • Follow a reverse chronology for each section from work experience to education and certifications.
  • To end with, say NO to abbreviations.

For assistance around your help desk resume summary, you may always reach out to us or use Hiration's content templates.

As soon as you are done with your help desk resume in its entirety, you need to look for job applications to apply for. Visit our Guide on Best Job Sites and start applying!

Go to Hiration career platform which has 24/7 chat support and get professional assistance with all your job & career-related queries. You can also write to us at [email protected] and we will make sure to reach out to you as soon as possible.

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Help Desk Technician Resume Samples

The guide to resume tailoring.

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

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

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

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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

Help Desk Technician Resume Sample

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, junior help desk technician resume examples & samples.

  • 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

Related Job Titles

help desk professional resume sample

Resume Worded   |  Career Strategy

Help desk resume summary examples.

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

Kimberley Tyler Smith - Hiring Manager

  • Entry-Level Help Desk
  • IT Help Desk Coordinator
  • IT Service Desk Manager
  • IT Support Specialist
  • Network Support Specialist
  • Senior Help Desk Analyst
  • Technical Support Analyst
  • Help Desk resume templates
  • Similar summary examples

Help Desk Resume Summary Example

Job-specific expertise.

The mention of being a 'Help Desk professional' gives a clear hint to recruiters about your job-specific expertise. It's important to use industry-specific job titles to ensure your resume makes it past ATS (Applicant Tracking Systems), which are programmed to look for specific keywords.

The key to a resume that gets noticed Your resume should be tailored to the job you want. Our tool uses AI to analyze the job description and optimize your resume accordingly. Try it free

Highlighting specific accomplishments

When you mention that you 'implemented a new ticketing system', it says much more than just telling you're skilled. It showcases your proactive nature and your ability to bring about positive changes in your work environment. Not to mention, it's a great way to quantify your impact.

Showcasing managerial abilities

By stating you have experience 'training and managing a team', you demonstrate to employers that you possess leadership skills. This is especially important for roles that require supervising or mentoring others.

Stressing on performance metrics

Mentioning how you've 'reduced issue resolution time by 25%' gives recruiters a tangible example of how you can improve processes. Quantifying your achievements like this helps employers understand the potential value you can add to their organization.

Displaying knowledge of software

When you mention experience in 'supporting enterprise-level software applications', it suggests a familiarity with complex systems. This indicates to recruiters that you can handle challenging IT environments and troubleshoot a variety of issues.

Entry-Level Help Desk Resume Summary Example

Capitalizing on education.

As an 'Entry-Level Help Desk' professional, highlighting your educational background in IT is a smart move. This instantly communicates to employers that you have a solid foundation of IT knowledge, despite being entry-level.

Showcasing early achievements

'Developed a user-friendly FAQ section', this is a great way to demonstrate your initiative and problem-solving skills, even if it was during an internship. Employers value candidates who can show tangible results, regardless of the setting.

Leveraging your involvement

Mentioning that you 'assisted in a major system migration project' underlines your ability to participate in large-scale initiatives. Even if you were assisting, it still shows that you're capable of handling major projects.

Rapid learner

'Quickly learn new software systems' - This shows that you're adaptable and willing to expand your knowledge base. These are highly valued traits in the ever-evolving tech industry.

Industry-spanning experience

Experience in 'multiple industries including finance and healthcare' demonstrates your ability to adapt to different work environments and understand the unique IT needs of various sectors.

Applying for jobs can feel like throwing your resume into a black hole. Our tool helps you optimize your resume so it gets noticed by the right people. Get a detailed analysis and personalized suggestions for improvement in just a few clicks.

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IT Help Desk Coordinator Resume Summary Example

Define yourself and your strengths.

Starting your summary with your job title and a key strength, 'juggling multiple tasks and deadlines,' sets the tone. It tells recruiters what you do and what you're specifically good at.

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Demonstrate your problem-solving abilities

By explaining how you 'implemented a new shift scheduling system,' you demonstrate your problem-solving abilities. Including the direct result of your actions, in this case, 'improved 24/7 coverage by 100%,' further solidifies your claim.

Exhibit your coordination skills

Coordinating support for multiple office locations is no easy task. By highlighting this, you show your ability to manage complex operations and cater to diverse needs, indicating adaptability and effective coordination skills.

Showcase your leadership skills

Managing a team of technicians requires leadership and people management skills. Mentioning this conveys that you're not only good at technical work but also at managing people, which is a valuable combination.

Highlight relevant industry exposure

Experience in fast-paced tech startups sends a clear message - you're adaptable, can handle pressure, and are comfortable in a dynamic environment. It's a great way to demonstrate your fit for similar future roles.

IT Service Desk Manager Resume Summary Example

Leadership in it service.

Being an 'IT Service Desk Manager' with a record of transforming underperforming teams showcases your leadership skills and problem-solving abilities. It conveys that you can take charge and bring about positive changes.

Training initiatives

'Introduced a new training program' demonstrates your commitment to improving team performance. Training is often overlooked, but it's an excellent way to increase productivity and enhance team skills.

Global team management

'Managed a global team of 20+ service desk analysts' shows that you can handle large teams spread across different locations. This requires excellent communication and coordination skills, making it a key selling point to recruiters.

Cost-saving measures

'Reduced IT expenditure by 15%' shows that you're not only technically proficient but also mindful of the business side of IT. This ability to balance technical needs with budget constraints is a valuable trait.

Broad software environment experience

'Experience in both SaaS and traditional IT environments' shows that you're adaptable and have a wide range of skills. It suggests that you can handle IT service management in diverse technology landscapes, making you a versatile candidate.

IT Support Specialist Resume Summary Example

Technical prowess.

As an 'IT Support Specialist', it's crucial to highlight your technical abilities upfront. It implies a broad set of skills, from troubleshooting hardware and software issues to network administration.

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Preventive measures

'Implemented a proactive maintenance schedule' shows that you not only solve problems after they arise but also work to prevent them. This approach can save companies significant resources in the long run, making it a desirable trait.

Vendor management

'Coordinated with vendors' is an important detail for companies that rely heavily on external suppliers. It suggests you're capable of maintaining beneficial relationships with vendors while ensuring timely updates and services.

Infrastructure management

'Managed IT infrastructure for 200+ workstations' shows that you're capable of overseeing large-scale operations. This paints you as a candidate with experience in handling significant responsibilities.

Crisis management

Being known for 'efficiently managing high-pressure situations' is a huge plus in any IT role. IT issues can often be urgent and stressful, so recruiters will appreciate a candidate who can remain calm and effective under pressure.

Network Support Specialist Resume Summary Example

Paint a clear picture of your role.

Mentioning your exact job title, like 'Network Support Specialist', in the summary breeds clarity from the start. It helps recruiters quickly match your profile with the job description and understand your expertise level. Plus, it increases your chances of getting picked up by Applicant Tracking Systems (ATS) due to keyword matching.

Showcase your major achievements

'Designed and implemented a network upgrade' is a perfect instance of demonstrating your impact. Not only does it show your technical skills, but it also illustrates how you've applied them. Remember to include quantifiable results, as it gives a sense of scale to your accomplishments.

Highlight critical responsibilities

Pointing out that you've 'managed network security' for a financial institution speaks volumes. It shows that you can be trusted with significant responsibilities and can handle high-pressure environments.

Establish leadership capabilities

Managing cross-functional teams is a complex task. By stating this, you prove that you have solid leadership and coordination skills. Such a trait is highly valued, especially in roles that require collaborative efforts.

Emphasize industry experience

Stating that you've worked in highly regulated industries like finance and healthcare gives you an edge. It not only shows your adaptability but also your understanding of industry-specific challenges and regulations.

Senior Help Desk Analyst Resume Summary Example

Seniority matters.

Identifying yourself as a 'Senior Help Desk Analyst' instantly communicates your level of experience to recruiters. This can be a deciding factor for hiring managers when weeding out less experienced candidates.

Innovation in action

'Introduced an AI-based chatbot' - here's an excellent example of leveraging technology to solve problems. This indicates your tech-savviness and forward-thinking approach, both qualities highly appreciated in the IT world.

Proof of leadership

The phrase 'managed a team of 10 technicians' not only demonstrates your leadership skills but also shows that you can handle a larger team, which is crucial for higher-level positions.

Customer-centric attitude

Having a '95% customer satisfaction rating' speaks volumes about your ability to handle customers effectively. In a help desk role, customer satisfaction is often the most critical performance metric.

Cloud knowledge

Having experience in 'supporting cloud-based infrastructure' shows that you're up-to-date with the latest technologies. This is particularly important in IT roles where technology evolves rapidly, and staying current is critical.

Technical Support Analyst Resume Summary Example

Problem-solving reputation.

A 'Technical Support Analyst' with a reputation for resolving issues quickly signals to recruiters that you're efficient and reliable. A good reputation is often built through consistent performance, which recruiters love to see.

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Process Implementation

'Implemented an ITIL-based incident management process' indicates that you're familiar with industry-standard frameworks and can utilize them to improve processes. This suggests a strong understanding of IT operations and a strategic mindset.

Supporting large organizations

'Led the IT support for a 500+ employee organization' - handling IT support in large organizations often means dealing with a wide variety of issues and managing resources effectively. This statement showcases your ability to operate at a large scale.

Vendor relationship management

'Managed vendor relationships' suggests that you're experienced in dealing with third-party suppliers, which is often a crucial part of an IT support role. It shows your ability to negotiate and collaborate, ensuring resources are procured efficiently.

Varied work environments

Having 'experience spans startups and large corporations' shows your adaptability. Different work cultures demand different approaches, and recruiters will appreciate a candidate who has successfully navigated both.

Help Desk Resume Templates

Desktop support.

A Desktop Support Engineer resume showing extensive experience in the financial, customer service, and professional recruitment industries.

Service Desk

A service desk technician resume template using strong action verbs

Administrative Resume Summary Examples

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help desk professional resume sample

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help desk professional resume sample


  1. Help Desk Technician Resume Examples For 2022

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    help desk professional resume sample


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  4. Learn IT Help Desk

  5. Customize Your Resume to the Job



  1. Help Desk Resume Example (Free Download)

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  16. 3 Service Desk Resume Examples for 2024

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  18. Entry Level Help Desk Support Professional Resume Examples

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