it entry help desk resume college courses

Google IT Support Certificates

Whether you’re just getting started or want to take the next step in the high-growth field of IT, professional certificates from Google can help you gain in-demand skills. You’ll learn about troubleshooting, customer support, system administration, Python and more.

• 100% remote, online learning
• Hands-on, practice-based training
• Access to over 150 employers

Get a job in IT, with help from Google

Learn the foundations of IT support, and get the job-ready skills you need to kick start your career in a fast-growing field.

median salary in IT support 1

open jobs in IT support 1

Qualify for in-demand jobs in IT

In both small businesses and large organizations, IT support involves troubleshooting and problem solving to help computers and networks run smoothly, while providing great customer service along the way.

• IT support II
• Systems administrator
• Site reliability engineer
• Senior IT support technician
• Advanced IT technician

Learn more about the certificate

Hosted on Coursera, this fully online program provides all the skills you need to find an entry-level job in the field of IT support, even if you don't have prior experience.

You’ll learn about:

• Troubleshooting and customer care
• Operating systems
• System administration

Certificate curriculum:

• Technical Support Fundamentals
• The Bits and Bytes of Computer Networking
• Operating Systems and You: Becoming a Power User
• System Administration and IT Infrastructure Services
• IT Security: Defense Against the Digital Dark Arts

More details

Close details, preview the certificate material.

The fundamentals of IT Support

Learn about different areas of IT, like computer hardware, the internet, computer software, troubleshooting, and customer service. Discover a wide variety of topics that are designed to give you an overview of what’s to come in this certificate program.

The full certificate program includes:

• Hands-on projects
• Quizzes and assignments
• Regular assessments

Get on the fast track to in-demand jobs with top employers

Complete a Google Career Certificate to get exclusive access to CareerCircle , which offers free 1-on-1 coaching, interview and career support, and a job board to connect directly with employers, including over 150 companies in the Google Career Certificates Employer Consortium.

Complete online certificate courses, at your own pace and time.

Access career resources like coaching sessions, mock interviews, and a resume builder tool.

Share your resume and get connected with national and local employers.

CONNECT WITH +150 TOP EMPLOYERS, INCLUDING THESE:

From system administrator to cybersecurity engineer

Meet Carter, who landed a job as a cybersecurity engineer after earning the Google IT Support Certificate and working in IT. Carter helps YouTube creator Aaron Burriss understand the high stakes of their job.

Daniel, IT Support Specialist at Central Community College and Google IT Support Certificate graduate

Amie, Computer Support Technician at Apex Systems and Google IT Support Certificate graduate

Alex C., Information Security Analyst at Truckstop.com and Google IT Support Certificate Graduate

Advanced Google Career Certificates

Advanced google career certificates build on the skills from our foundational certificates and provide continued learning opportunities for graduates to go deeper in the field., it automation with python.

Hosted on Coursera, this fully online program is designed for learners familiar with basic IT concepts. This advanced program builds on those foundations to take your career to the next level.

Prepare for jobs such as:

• IT Support II
• Systems Administrator
• Senior IT Support Technician

Tools included:

Git, Python

• Python programming
• IT automation
• Troubleshooting & debugging
• Testing in Python
• How to set up your developer environment

“The Google IT Automation Certificate has opened new doors for me. I have brought automation ideas and best practices to multiple cross functional departments to automate their processes. Now, I have become the go-to person for system integrations, automating onboarding, and even maintenance of servers.”

Brandon , Graduate of IT Automation with Python Certificate

“By completing the Google IT Support Certificates, I was able to show comprehension of fundamental IT skills and utilize this validation to transition into the IT industry. Now I get to work with computers and technology every day, and get paid to do it!”

Joel , Graduate of IT Support and IT Automation with Python Certificates

Industry Specializations

Industry specializations build on the skills from our foundational certificates and are developed by partners to provide expertise for jobs in fast-growing industries., healthcare specialization.

Developed by Johns Hopkins University and hosted on Coursera, this fully online program provides the skills you need to find entry-level IT jobs in healthcare.

• Healthcare IT support specialist
• Healthcare customer support
• Help desk technician
• The critical role of IT support staff in healthcare
• Health information technology fundamentals, terms, and definitions
• Operations and patient safety for Healthcare IT Staff
• Important aspects of data security, privacy and compliance

Frequently asked questions

What does it stand for.

IT stands for information technology and refers to the use of computers and other devices to create, process, store, secure, and exchange electronic data. IT support specialists troubleshoot problems so computers and networks run correctly.

What is IT support?

IT support is troubleshooting and problem solving in the field of information technology, including setting up computers for users within an organization, overseeing computer systems, and debugging whenever a problem arises.

Businesses, nonprofits, school systems, and government organizations all rely on technology. Computers break, systems fail, phones die—when that happens, we need experts to fix them. IT support is all about troubleshooting and problem solving when the tech fails, and providing great customer service along the way. A job in IT support can mean in-person or remote help desk work in a range of organizations across many different industries.

Why start a career in IT?

With entry-level jobs in IT fetching an average salary of $52,000 per year, starting a career in IT can be extremely lucrative and have a high potential for growth.

In the U.S., there were over 86,500 open entry-level IT support roles in 2020, and jobs in this field are projected to grow 8% between 2019 and 2029 — faster than the average of all other occupations. Basic IT skills will position you to secure an introductory-level role to begin your IT career, and from then on, the opportunities are endless.

The stackability of these skills means that after gaining a baseline level of knowledge through the Google IT Support Certificate program, it is easy to pick up more advanced skills or build on those foundations with the Google IT Automation with Python Certificate program.

What are the different careers in IT?

A career in IT can encompass many different things. Types of careers in IT may include jobs working with...

• Hardware and infrastructure
• Information security
• Cloud computing technologies
• Computer networks
• Storage and data

What are some in-demand IT jobs?

A job in IT can mean in-person or remote help desk work in a range of organizations across many different industries. In-demand IT jobs include:

• Database administrator
• IT specialist
• Tech support specialist
• Systems analyst
• Network engineer
• IT support specialist
• IT technician
• Computer user specialist
• IT assistant

What is an IT certificate?

An IT certificate is an end-of-program certification earned by completing a professional training program and demonstrating competency in core areas. A certificate in information technology can be the start of a promising career. The Google IT Support Certificate curriculum is developed and taught by Googlers with years of experience in the field. More than 150 companies in the Google Career Certificates Employer Consortium are committed to considering Google Career Certificate graduates for entry-level jobs.

What Google IT certificates are available?

There are two Google IT certificates available: an introductory-level IT Support Certificate and an advanced-level IT Automation with Python Certificate.

What IT courses are included in the Google IT Support Certificate curriculum?

IT courses included in the Google IT Support Certificate curriculum are...

• System Administration and IT - Infrastructure Services

What are the prerequisites for the Google IT Support Certificate?

There are no prerequisites for the IT Support Certificate. The program is open to anyone interested in learning the foundational skills of IT support, whether you've been tinkering with IT on your own, or even if you are completely new to the field.

What IT courses are included in the Google IT Automation with Python Certificate curriculum?

Courses in the IT Automation with Python curriculum include:

• Crash Course on Python
• Using Python to Interact with the Operating System
• Introduction to Git and GitHub
• Troubleshooting and Debugging Techniques
• Configuration Management and the Cloud
• Automating Real-World Tasks with Python

What are the prerequisites for the Google IT Automation with Python Certificate?

The prerequisites for the IT Automation with Python Certificate include familiarity with basic IT concepts and operating systems, files, and processes; and networking and data management. The program builds on your IT foundations to help you take your career to the next level. No previous knowledge of coding is required.

What is Python?

Python is a general-purpose computer programming language used to build websites and software, automate tasks, and conduct data analysis. Python is used to automate common system administrator tasks, and it's one of the most in-demand programming languages used by employers today.

What are the advantages of learning Python?

There are many advantages to learning Python programming. Adding Python to your skill set builds on your IT knowledge foundation and can prepare you to advance in your IT career. Knowing how to write code to solve problems and automate solutions is a crucial skill for anybody working in IT today. Python is one of the most popular programming languages in the world.

Who designed the Google IT Support and IT Automation with Python Certificates?

The Google IT Support and IT Automation with Python Certificates were designed and built by subject-matter experts and senior practitioners at Google — real-world professionals with strong backgrounds in IT support, working in fields such as operations engineering, security, site reliability engineering, and systems administration. The certificates were created to equip learners with theoretical and practical knowledge and real-life problem-solving skills to be successful in entry-level jobs or achieve career advancement.

What other languages are the Google IT Support and IT Automation with Python Certificates offered in?

The Google IT Support and IT Automation with Python Certificates are also available in Spanish and Portuguese.

• Certificado Profesional de Soporte de Tecnologías de la Información de Google
• Certificado Profissional de Suporte em TI do Google

Where can I access the Google IT Support and IT Automation with Python Certificates?

The Google IT Support and IT Automation with Python Certificates are available in English, Spanish and Portuguese on Coursera, an online learning platform that offers access to online courses.

What is the Google Career Certificates Employer Consortium? Can it help me find IT jobs?

The Google Career Certificates Employer Consortium consists of over 150 U.S. companies like HCL, World Wide Technology, Infosys, AT&T, Wells Fargo and Google. These companies span multiple sectors and are committed to considering Google IT Certificate graduates for entry-level jobs. Upon completion of the Google IT Support or IT Automation with Python Certificates, you will gain access to an exclusive job platform where you can easily apply to opportunities from employers with open IT jobs.

Employers interested in joining the Google Career Certificates Employer Consortium can find more information at grow.google/employers .

What other kind of support is available after I complete a Google Career Certificate?

In addition to expert training and hands-on projects designed to prepare you for a job in your field of choice, you'll get access to career resources including a resume building tool, mock interviews and networking support designed to help you with your job search. You'll also be able to connect with over 150 US employers in the hiring consortium who are accepting candidates who have completed a Google Career Certificate.

Why did Google create these programs?

Google created the IT Support and IT Automation with Python Certificate programs because we faced the same issue many other companies had — open IT roles and not enough qualified candidates to fill them. So a few years ago, we began working with a nonprofit organization to provide training and pathways to roles in technical support at Google. We learned that not only is IT support a highly teachable field, but that we could teach someone completely new to the industry the IT fundamentals in under six months. We decided to build an IT training program on Coursera, created entirely by Googlers who are expert in IT support so this training could be available to everyone.

How much does the Google IT Support Certificate cost?

The Google IT Support Certificate costs $49 per month on Coursera after an initial 7-day free trial period. All Google Career Certificates are completely self-paced. At about 10 hours of study per week, many learners complete a Google Career Certificate in three to six months.

How much does the Google IT Automation with Python Certificate cost?

The Google IT Automation with Python Certificate costs $49 per month on Coursera after an initial 7-day free trial period. All Google Career Certificates are completely self-paced. At about 10 hours of study per week, many learners complete a Google Career Certificate in three to six months.

Is financial assistance available for the Google IT Support and IT Automation with Python Certificates?

If you are interested in financial assistance for the Google IT Support or IT Automation with Python Certificates, you may be eligible for financial aid via Coursera through the course page. Recipients of financial aid will have full access to course content and assignments required to earn a certificate. To apply, go to the certificate course page on Coursera and click the “Financial aid available” link next to the “Enroll” button.

Google has also funded 100,000 scholarships for Google Career Certificates, which will be distributed by Grow with Google partners and Google.org grantees like Merit America, Per Scholas, NPower, Goodwill, Futuro Health, Generation USA, UnidosUS, LULAC and Hispanic Federation. These funds will create a lasting impact in helping people land high-quality jobs in high-growth fields.

Can I get college credit for taking the Google IT Support or IT Automation with Python Certificates?

Those planning to attend a degree program can utilize ACE®️ recommendations , the industry standard for translating workplace learning to college credit. Learners can earn a recommendation of 15 college credits for completing the IT Support or IT Automation with Python Certificates, the equivalent of 5 college courses at a bachelor’s degree level. This aims to help open up additional pathways to learners who are interested in higher education, and prepare them for entry-level jobs.

To share proof of completion with schools, IT certificate graduates will receive an email prompting them to claim their Credly badge, which contains the ACE®️ credit recommendation. Once claimed, they will receive a competency-based transcript that signifies the credit recommendation, which can be shared directly with a school from the Credly platform. Please note that the decision to accept specific credit recommendations is up to each institution and is not guaranteed.

IT Certificate graduates who also pass the CompTIA A+ certification exams will earn a dual credential from CompTIA and Google.

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Resume Worded   |  Proven Resume Examples

• Resume Examples
• Administrative Resumes
• Help Desk Resume Guide & Examples

IT Help Desk (Entry Level) Resume Examples: Proven To Get You Hired In 2024

Jump to a template:

• IT Help Desk (Entry Level)
• IT Support Specialist
• IT Support Technician
• Help Desk Technician
• IT Support Associate

Get advice on each section of your resume:

Jump to a resource:

• IT Help Desk (Entry Level) Resume Tips

IT Help Desk (Entry Level) Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., it help desk (entry level) resume sample.

Help desk centers usually work in tiers, meaning that technicians have a designated level of complexity with technical support. Some of them handle advanced issues while others focus on basic setup tasks and lower-level troubleshooting. That is precisely the work of an entry-level IT help desk specialist since they don’t have extensive experience on their resume.

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

Recruiter Insight: Why this resume works in 2022

Tips to help you write your it help desk (entry level) resume in 2024,    include volunteering experience in it..

Having a lack of professional experience in help desk centers doesn’t have to prevent you from applying to this position. You can also include relevant experience in volunteering and internships. These days, this type of on-the-job training has a lot of value in the IT industry.

   Highlight projects in which you used your transferrable skills.

If you have worked in personal or extracurricular projects where you used your technical support skills, you can mention that in your resume. This is a good idea to demonstrate your value. You can highlight skills from this experience, such as problem-solving and troubleshooting.

IT Support Specialist Resume Sample

It support technician resume sample, help desk technician resume sample, it support associate resume sample.

We spoke with hiring managers at top companies like Google, Microsoft, and Amazon to understand what they look for in IT help desk resumes at the entry level. The tips below are a result of their advice and will help your resume stand out.

   Highlight your customer service skills

As an IT help desk professional, your primary role is to assist users with technical issues. Hiring managers want to see evidence of strong customer service skills on your resume.

Instead of simply listing 'customer service' as a skill, provide specific examples of how you've demonstrated it:

• Resolved an average of 50+ customer inquiries per day via phone, email, and chat
• Maintained a 95% customer satisfaction rating based on post-interaction surveys
• Trained 5 new hires on customer service best practices, contributing to a 15% increase in team efficiency

Quantifying your achievements and using action verbs makes your customer service skills more impactful and credible to hiring managers.

   Showcase your technical troubleshooting abilities

Effective troubleshooting is a critical skill for IT help desk roles. Hiring managers look for candidates who can diagnose and resolve technical issues efficiently.

When describing your troubleshooting experience, be specific about the types of issues you've handled and the steps you took to resolve them. Contrast the difference between a vague description and a strong, detailed one:

• Helped users troubleshoot various technical problems
• Diagnosed and resolved issues with hardware, software, networking, and mobile devices, reducing average ticket resolution time by 20%

The more specific you are, the easier it is for hiring managers to understand the depth of your technical abilities and the impact you can make in the role.

   Include relevant certifications and training

While entry-level IT help desk roles may not require extensive certifications, including relevant ones can help your resume stand out. Some certifications that can boost your credibility include:

• Microsoft Certified Solutions Associate (MCSA)
• HDI Customer Service Representative (HDI-CSR)
• ITIL Foundation

Additionally, mention any relevant training you've completed, such as:

• Completed a 6-week IT support bootcamp covering troubleshooting, networking, and customer service
• Attended a 3-day workshop on ITIL best practices for service desk operations

These certifications and training demonstrate your commitment to learning and staying current in the field, which can make you a more attractive candidate.

   Emphasize your communication skills

Strong communication skills are essential for IT help desk professionals. You'll be interacting with users who have varying levels of technical knowledge, so you must be able to explain complex concepts in simple terms.

Highlight your communication skills by providing examples of how you've effectively communicated with users and colleagues:

• Created a knowledge base of 50+ articles explaining common technical issues in plain language, reducing user confusion and repeat tickets by 30%
• Collaborated with cross-functional teams to implement a new ticketing system, ensuring smooth communication and a successful rollout

These examples show hiring managers that you can communicate effectively with both technical and non-technical audiences, a key skill for success in an IT help desk role.

   Showcase your problem-solving skills

As an IT help desk professional, you'll face a wide range of technical challenges that require strong problem-solving skills. Hiring managers want to see evidence of your ability to think critically and find creative solutions.

When describing your problem-solving experience, focus on the impact of your solutions:

• Developed a script to automate the process of updating software on 500+ company devices, saving 20+ hours per month
• Identified and resolved a recurring network issue, resulting in a 50% reduction in related user complaints

These examples demonstrate your ability to not only solve problems but also find efficient and effective solutions that have a measurable impact on the organization.

   Tailor your resume to the job description

One of the most effective ways to make your resume stand out is to tailor it to the specific job you're applying for. This shows hiring managers that you've taken the time to understand their needs and have the relevant skills and experience.

Here's an example of how you can tailor your resume to a job description:

Job description: Provide technical support for Windows and Mac OS Generic resume: Provided technical support for various operating systems

Job description: Provide technical support for Windows and Mac OS Tailored resume: Provided technical support for Windows 10 and Mac OS X, resolving 100+ user issues per week

By specifically mentioning the operating systems listed in the job description and quantifying your experience, you show hiring managers that you're a strong fit for the role.

Writing Your IT Help Desk (Entry Level) Resume: Section By Section

  summary.

A resume summary, also known as a professional summary or summary statement, is an optional section that appears at the top of your resume, just below your contact information. While it's not a mandatory component, a well-crafted summary can help you stand out from other candidates by highlighting your most relevant qualifications and experiences.

When deciding whether to include a summary on your IT help desk resume, consider your level of experience and career trajectory. If you're a recent graduate or making a significant career change, a summary can provide context and explain how your skills align with the position. However, if your experience directly relates to the IT help desk role, you may choose to let your work history speak for itself.

It's important to note that an objective statement, which focuses on your career goals rather than your qualifications, is generally not recommended. Employers are more interested in what you can bring to the table than your personal aspirations.

To learn how to write an effective resume summary for your IT Help Desk (Entry Level) resume, or figure out if you need one, please read IT Help Desk (Entry Level) Resume Summary Examples , or IT Help Desk (Entry Level) Resume Objective Examples .

1. Tailor your summary to the IT help desk role

When crafting your summary for an entry-level IT help desk position, it's crucial to align your skills and experiences with the job requirements. Research the company and the specific role to identify the key qualifications they are seeking.

For example, if the job description emphasizes customer service and technical problem-solving, your summary might look like this:

Recent IT graduate with a strong foundation in computer systems and a passion for helping others. Skilled in troubleshooting hardware and software issues, providing clear explanations to non-technical users, and maintaining a positive attitude under pressure. Eager to apply my knowledge and learn new technologies in an entry-level IT help desk role.

Avoid generic statements that could apply to any job, such as:

• Hardworking individual seeking an opportunity to grow
• Motivated self-starter with a diverse skill set

2. Highlight your technical skills and soft skills

An effective IT help desk summary showcases a balance of technical expertise and interpersonal skills. While you may be tempted to focus solely on your technical qualifications, don't overlook the importance of soft skills in a customer-facing role.

Some key skills to consider including:

• Familiarity with common operating systems (e.g., Windows, Mac OS) and software applications
• Knowledge of hardware components and peripherals
• Troubleshooting and problem-solving abilities
• Excellent communication skills, both written and verbal
• Patience and empathy when working with frustrated users
• Ability to explain technical concepts in simple terms

Remember, your summary should be a high-level overview of your qualifications. Avoid listing every skill or technology you've encountered; instead, focus on those most relevant to the IT help desk role.

  Experience

Your work experience section is the heart of your resume. It's where you show hiring managers how you've applied your skills to make an impact for previous employers. It's especially important to get this section right when you're applying for entry-level IT help desk jobs, as you may not have much directly relevant experience yet. Here are some key tips to make sure your work experience section shines:

1. Highlight transferable skills from non-IT jobs

Many entry-level IT help desk applicants don't have direct IT support experience on their resume yet. If that's you, focus on highlighting transferable skills you gained in other jobs that would apply well to an IT support role, such as:

• Troubleshooting issues for customers at a retail job
• Communicating technical concepts to non-technical people as a tutor
• Collaborating with team members on complex projects in any job

By framing your non-IT experience in terms of the skills that transfer well to IT support, you'll help employers connect the dots and see your potential.

Not sure if you're highlighting the right skills? Try out the free Targeted Resume tool, which scans your resume and compares it to the job description to identify the most important skills and keywords to include.

2. Use strong, IT-related action verbs

When describing your contributions in each role, start each bullet point with a strong action verb that sounds like what an IT support professional does on a daily basis. Some great examples include:

• Troubleshot hardware and software issues for 50+ employee computers, resulting in a 20% reduction in support ticket time-to-resolution
• Communicated complex technical concepts to non-technical end users, improving customer satisfaction rates by 15%
• Collaborated with other IT team members to migrate company systems to new CRM platform, finishing the project 10% ahead of schedule

Avoid bland, overused verbs like "assisted" or "helped" - they don't convey the specifics of how you made an impact. Use strong, descriptive verbs to make your contributions and skills stand out to IT managers.

Tip: Read through IT help desk job descriptions and take note of the verbs they use frequently, like "troubleshoot", "resolve", "maintain" and "configure". Incorporate these into your own work experience bullet points.

3. Quantify your impact with metrics where possible

Numbers jump off the page and quickly convey your impact to busy hiring managers. Whenever possible, include metrics in your bullet points to show the scope and results of your work. Not sure what kind of metrics to include? Here are some ideas:

• Number of customers/users supported per day/week/month
• Average time to resolve a support ticket
• Percentage decrease in support tickets after implementing a new process
• Number of new systems/applications implemented and trained users on

Responded to customer support tickets and walked users through technical issues

Responded to 100+ customer support tickets per week and resolved issues within an average of 2 hours, 50% faster than the team average of 4 hours

By quantifying your experience like in the second example, you give the hiring manager a much clearer picture of your abilities and impact. Numbers are your best friend in this section.

If you don't have exact metrics, use your best estimate or a range. Something like "Resolved 20-30 support tickets per day" is better than no numbers at all.

4. Showcase your technical skills and tools

Hiring managers want to see that you have experience with the hardware, software and tools they use at their company. Even if you don't have professional IT experience, you can showcase your technical skills in other ways:

• Coursework and projects from your degree program
• Volunteer experience troubleshooting computer issues for local nonprofits
• Transferable tools used in other industries, like Salesforce, Zendesk, and Remote Desktop

For example:

Earned A+ certification and built home computer networks to gain hands-on experience with Windows Server, Active Directory, and Cisco routers and switches

Even if you haven't used the exact same tools as the employer, demonstrating foundational skills with related technologies can reassure hiring managers of your ability to learn their stack quickly.

Before you submit your resume, upload it to the free Score My Resume tool to get instant feedback on 30+ key criteria hiring managers look for, including whether you've highlighted the right technical skills for the job.

  Education

The education section of your IT help desk resume should be concise and relevant. It's an opportunity to showcase your technical knowledge and training. Follow these tips to make sure your education section is effective and tailored to the job you're applying for.

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

If you've graduated within the last few years, put your education section above your work experience. This is especially important if you have limited work experience in IT help desk roles.

Here's an example of how to format your education if you're a recent grad:

Bachelor of Science in Information Technology, XYZ University, Graduated May 2022 Relevant coursework: Network Administration, Database Management, Cybersecurity Fundamentals GPA: 3.8/4.0

2. Highlight relevant coursework and projects

If you don't have much work experience, your coursework and academic projects can help demonstrate your skills and knowledge. Include courses and projects that are directly relevant to IT help desk work.

Here are some examples:

• Relevant coursework: Operating Systems, Network Security, Technical Support Fundamentals
• Capstone project: Developed a ticketing system for the university's IT department, resulting in a 30% increase in efficiency

3. Keep it short and sweet if you have significant experience

If you have several years of IT help desk experience, your education section should be brief. Hiring managers will be more interested in your work history and accomplishments.

Here's what to avoid:

• Associate of Science in Computer Information Systems, ABC Community College, Graduated 2010
• Relevant coursework: Intro to Programming, Web Design, Database Fundamentals
• GPA: 3.2/4.0

Instead, keep it concise:

Associate of Science in Computer Information Systems, ABC Community College

4. Include relevant certifications

Certifications demonstrate your expertise and commitment to professional development. If you have certifications that are relevant to IT help desk work, include them in your education section.

Some examples of relevant certifications:

• HDI Desktop Support Technician

Here's how to format certifications in your education section:

Bachelor of Science in Computer Science, XYZ University, Graduated May 2018 Certifications: CompTIA A+, June 2019 HDI Desktop Support Technician, March 2020

  Skills

The skills section of your resume is crucial for IT help desk roles. It's where you highlight the technical skills and expertise that make you a great fit for the job. Hiring managers and applicant tracking systems (ATS) will scan this section to see if you have the right qualifications. Here are some tips to make your skills section stand out.

1. Highlight relevant IT support skills

When applying for an IT help desk role, focus on technical skills that are relevant to the job. This could include:

• Operating Systems : Windows, macOS, Linux
• Productivity Software : Microsoft Office, Google Workspace
• Networking : TCP/IP, DNS, DHCP
• Security : Antivirus software, firewalls, VPNs
• Troubleshooting : Remote desktop, command line, diagnostic tools

By highlighting specific skills that match the job description, you'll show the hiring manager that you have the expertise they're looking for.

2. Use proficiency levels strategically

Some job seekers like to indicate their proficiency level for each skill, such as beginner, intermediate, or expert. However, this can sometimes backfire. Consider the following examples:

Skills: Windows 10 (Expert) macOS (Beginner) Networking (Intermediate)

In this case, noting "beginner" for macOS may cause the hiring manager to question your abilities. Instead, either leave off the proficiency level or only include skills where you're at an intermediate to expert level:

Skills: Windows 10 macOS Networking TCP/IP (Expert) Cisco switches and routers (Expert)

3. Tailor skills to the job description

Many companies use applicant tracking systems (ATS) to scan resumes for relevant keywords before a human ever sees them. To get past the ATS, make sure your skills section includes keywords and phrases from the job posting.

For example, if the job description mentions "experience with Zendesk ticketing system," include that specific skill on your resume. However, never lie about your qualifications. Only include skills you actually possess.

Tailoring your resume for each job takes extra time, but it's worth it to increase your chances of landing an interview. A generic skills list that's not customized for the role is more likely to be overlooked.

4. Avoid outdated or irrelevant skills

While it may be tempting to list every technology you've ever used to pad your resume, stick to current and relevant skills for an IT help desk role. For example:

Skills: Windows 95 MS-DOS Lotus 1-2-3 Typewriter repair

Those skills are extremely outdated and no longer used in most workplaces. Including them will make you look out of touch. Instead, emphasize modern technologies and industry-standard tools:

Skills: Windows 10 Active Directory Office 365 Salesforce

Skills For IT Help Desk (Entry Level) Resumes

Here are examples of popular skills from IT Help Desk (Entry Level) job descriptions that you can include on your resume.

• Active Directory

Service Desk

• Technical Support
• Microsoft Access
• Computer Hardware Troubleshooting
• Network Administration
• Computer Hardware
• Operating Systems

Skills Word Cloud For IT Help Desk (Entry Level) Resumes

This word cloud highlights the important keywords that appear on IT Help Desk (Entry Level) job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Resume Guide: Detailed Insights From Recruiters

• Help Desk Resume Guide & Examples for 2022

Improve your IT Help Desk (Entry Level) resume, instantly.

Use our free resume checker to get expert feedback on your resume. You will:

•  Get a resume score compared to other IT Help Desk (Entry Level) resumes in your industry.

•  Fix all your resume's mistakes.

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IT Help Desk (Entry Level) Resumes

• Template #1: IT Help Desk (Entry Level)
• Template #2: IT Help Desk (Entry Level)
• Template #3: IT Support Specialist
• Template #4: IT Support Technician
• Template #5: Help Desk Technician
• Template #6: IT Support Associate
• Skills for IT Help Desk (Entry Level) Resumes
• Free IT Help Desk (Entry Level) Resume Review
• Other Administrative Resumes
• IT Help Desk (Entry Level) Interview Guide
• IT Help Desk (Entry Level) Sample Cover Letters
• Alternative Careers to a Help Desk Specialist
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Help Desk Support Resume Guide + Tips + Example

• 30% higher chance of getting a job‡
• 42% higher response rate from recruiters‡

Our customers have been hired at: * Foot Note

A well-written help desk support resume can propel your IT career. Our guide can help you create an effective help desk support resume to showcase your skills and present you as a desirable candidate.

Start by editing this IT help desk support resume sample template or explore our 40+ resume templates to find the best one for you.

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Help desk support resume example (text version)

Kathy Webster

San Francisco, CA 94015 (555) 555-5555 [email protected]

Professional Summary

Enthusiastic help desk support professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of web applications, software and framework.

• LAN aptitude
• Windows XP/Vista
• MS Office proficient
• DHCP/DNS Ethernet and Firewall proficient
• Familiar with Mac desktops
• Service-oriented
• Excels under pressure
• Meticulous and organized

Work History

November 2020 – Current Jobot – San Francisco, CA Help Desk Associate

• Provide helpdesk support to end-users of proprietary software.
• Answer questions about product features and resolve user problems.
• Document all issues and generate monthly reports detailing common problems and error trends.
• Escalate service questions to appropriate client representatives.
• Fill in for in-house IT services as needed, installing new desktop systems for a team of 50 including developers, project managers and quality assurance team members.

September 2017 – October 2020 Aventi Group – San Francisco, CA Technical Support Representative

• Responded to client account questions, including billing and field service requests.
• Created service orders to replace defective parts or request technician assistance.
• Investigated reported issues and walked customers through scripted service protocols to rule out numerous problems, maintaining 95% of client satisfaction.
• Maintained up-to-date knowledge of all company products, service procedures and offerings to properly assist clients.
• Consistently exceeded expectations for customer satisfaction and call volume.

June 2014 – August 2017 Concentrix – San Francisco, CA Technical Support Agent

• Supported small business customers via inbound technical support calls.
• Assisted an average of 30 customers per week having hardware, software and networking issues.
• Researched client issues to resolve complaints promptly.
• Displayed exceptional people skills and maintained a calm demeanor during every phone call.

June 2014 San Francisco State University San Francisco, CA Bachelor of Science Computer Science

5 essentials of a top help desk support resume

Contact details.

This section will have all the information needed to contact you for a counselor interview. The standard goes: full name, city, state and ZIP code, followed by phone number and email address. Finally, add a professional website, LinkedIn profile, or any other professional networking profile.

Personal statement

This section is your introduction to the hiring manager or recruiter. Also called a professional summary , this is where you present your best skills and your related work experience for the help desk support position. In no more than five sentences, you will let the recruiter know: how long you have been in the industry, one or two professional accomplishments and your best job-relevant skills. 

Highlight what you bring to the table with a stellar skills section. To create it, use the job description and match your skills to the ones the employer is looking for. In a bulleted list, create a balanced list of hard skills , like your ticketing system experience and diagnostic programs expertise, and soft skills , such as active listening and collaboration skills. 

If this is your first job as help desk support, you can include transferable skills from other employment.

• Work history

Show your experience in the field by creating a clear work history that highlights your career achievements. Start by adding your employment in reverse-chronological order to showcase your experience in the field. Add the company names, locations and dates of employment. For every job, include a bulleted list of three measurable accomplishments, like the number of tickets assisted in a day, a collaborative initiative that improved requests assistance and how you successfully implemented a new process. 

If this is your first job, you can include other relevant work experience , like volunteer experiences, community services, professional projects and more. 

Use a bulleted list to create your education section. Include the educational institution’s name, the degree conferred and graduation year. Omit the graduation date if it was 10 years ago or more. You can include special training and certifications in this section or create a separate, optional, Certification section. 

If you did not attend college, list your high school and any other post-high school course you’ve completed.

See why My Perfect Resume is a 5-star resume builder

Action words for a stand-out help desk support resume.

Use action words to strengthen your help desk support technician resume. Their directness not only saves precious resume space, but also add value to your skills and expertise. By combining these verbs with your measurable achievements, your resume could make a lasting impression. 

Here’s a short list of action words for a help desk support resume:

• Facilitated
• Administered
• Streamlined
• Collaborated 

Create a help desk support technician resume quickly and easily with the help of our Resume Builder . With editing tools and step-by-step guidance, you’ll be done in as little as 15 minutes. You can use our expert content suggestions and, once you’re satisfied with the product, download it in multiple formats.  We have 800+ resume examples to help you create the perfect help desk support resume. 

Top skills for a help desk support resume

Highlight what you can bring to the table with an eye-catching skills section. Create it by matching the required skills and traits to those that fit you. 

Your skills might include the following:

• Troubleshooting
• Desk support
• Ticketing systems
• Customer support
• Diagnostics
• Communications
• Attention to detail
• Collaboration
• Analytical skills

Certifications for a counselor resume

Continued education and training are key in the IT industry. If you are certified or are in the process of being certified, add your hard-earned education to your resume. Remember to include the expiry date or completion date, whichever applies to your particular certification. 

There are several certification options for a help desk support resume, including: 

• CompTIA Network+
• Google IT Support Professional Certificate
• CertifProf Help Desk Professional Certificate
• Microsoft 365: Modern Desktop Administrator Associate
• Microsoft Certified Solutions Associate (MCSA)
• Udemy IT Help Desk Professional

Pair your resume with a matching cover letter

Help desk support resume faq, how to write a help desk support technician resume position.

The first step to creating a help desk support technician resume is saving the job description. Always tailor your resume to the job description by using its keywords

Then, start with the five primary sections: 

• Contact information
• Personal statement or professional summary

If you have additional information to include, create optional sections. For example: 

• Certifications and licenses
• Professional memberships or associations
• Volunteer experience

Use the IT help desk support resume sample as a guide to build your resume. Create an effective resume quickly and easily with our Resume Builder. It provides step-by-step guidance and editable content suggestions.

How to write a cover letter for a help desk support resume?

A cover letter is a one-page document used to expand on your resume and connect with an employer on a human level. Use the cover letter to include important information that could require storytelling, like a project you’re proud of and could benefit the employer, and to take control of the narrative by addressing concerns, like a long period of unemployment. 

If you’re new to the industry or seeking your first job, a cover letter can help present you as a great candidate by highlighting your transferable skills and commitment to the role.

If you’re not sure how to write a cover letter , here are a few tips. 

• Use a business letter format, including salutation and closing. 
• Create an eye-catching opening paragraph that includes your most valued skill.
• Explain why you would be a great hire in the body paragraphs.
• Restate why the hiring manager can’t pass up on you in the closing paragraph.

Our Cover Letter Builder can help you create a great cover letter in 15 minutes with step-by-step guidance and industry-specific expert suggestions. 

How to make a help desk support resume with no experience?

When it comes to how to write a resume with no experience , think outside the box. You may lack formal experience, yet your skills, training and other types of experience can help you stand out as a candidate. 

Take these steps into consideration when creating your help desk support resume:

• Focus on your skills — Create a thorough skills section with soft and hard skills relevant to the position and match those skills in the job description. 
• Use relevant experiences for your work history — internships, volunteer work and personal projects.
• Highlight your education — include your formal education as well as any relevant courses and training. 
• Always focus on the job description — Create a resume tailored to the requirements and wants of the employer.
• Include a cover letter — Don’t limit yourself to the resume. Expand on your skills and commitment by adding a thorough cover letter. 

It is perfectly acceptable to use tools to build your resume, like our Resume Builder, which includes guidance and content suggestions according to the industry and your experience.

Do’s and don’ts for building a help desk support resume

• Use measurable achievements to describe your help desk support skills and experience.
• Use action words to make an impact on your help desk support resume.
• Tailor your resume to your target help desk support job.
• Use keywords from the job description throughout your help desk support resume.
• Format your help desk support resume so that it is easy to read by ATS software and human eyes.
• Lie about your help desk support experience and skills.
• Boast about your “incomparable” help desk support abilities.
• Include irrelevant personal information such as your ethnicity and age.
• Add skills and experience that do not pertain to a help desk support role.
• Forget to proofread. A help desk support resume with errors is unprofessional and will be discarded.

Top 4 tips for acing a help desk support interview

Research the company before your interview..

Learning more about the company will help you prepare for the interview and give you more confidence. Do your research through available channels like their company website, social media and news. If you know previous or current employees, reach out to them. This knowledge will show your potential employer interest, dedication and commitment — traits that hiring managers look for in every candidate.

Practice at home.

Prepare for possible interview scenarios by practicing an interview with the help of a friend or relative. Start by reviewing the most common interview questions, such as: 

• Tell Me About a Time When You Were Forced to Think on Your Feet
• Why Should We Hire You Over Other Candidates?
• Why Did You Decide to Seek a Position in This Company?
• We Can Sometimes Identify a Small Problem and Fix It Before It Becomes a Major Problem. Give an Example(s) of How You Have Done This.

Research online for other possible interview questions , write down your answers and practice with your interview partner. Once you’re done, ask for feedback and brainstorm ways to improve your answers. Preparation will boost your confidence and chances of getting a callback for a second help desk support interview.  

Pro tip: practice in front of a mirror. Remember to look at both your facial expressions and body language, which hiring managers will notice. 

Ask questions.

Prepare three to five questions to show your enthusiasm for the role, while learning more about the potential employer. Ask open-ended questions which will allow the interviewer to elaborate on their answer. Remember, you’re interviewing them as much as they’re interviewing you.

Get started with these examples or be inspired to create your own: 

• Why did you choose to work for this company?
• What could you tell me about the company culture?
• What is the career path for this position? 
• What training do you provide your support staff?

Gather your references.

Contact former managers and colleagues to be potential references as you start applying for counselor positions. Your potential references should be able to vouch for your work ethic and skills. Explain to them where you are in the process and let them know they could receive a phone call or email. Also, request at least two letters of recommendation for you. 

If you’re applying for your first help desk support, you can request a reference from former professors, mentors or volunteer coordinators that can vouch for your skills.

Cover letter examples for the next step in your information technology career

• IT Manager Cover Letter

CV examples for the next step in your information technology career

• Agile Project Manager CV
• Assistant Project Manager CV
• IT Manager CV
• Systems Analyst CV
• Support Technician CV
• Project Leader CV
• Project Manager CV
• Project Officer CV
• Project Support Officer CV
• Technical Consultant CV

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Help Desk Support Resume Example

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Nilda Melissa Diaz, CPRW

Career advice expert.

Nilda Melissa is a Certified Professional Resume Writer who has written for The Washington Post and Latina Style Magazine. She has a master's in Journalism from Columbia University and is a member of the National Association of Hispanic Journalists.

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‡ Results derived from a study responded by 1000 participants of which 287 created a resume online.

*The names and logos of the companies referred to above are all trademarks of their respective holders. Unless specifically stated otherwise, such references are not intended to imply any affiliation or association with MyPerfectResume.

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Looking for an IT Help Desk resume?

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

IT help desk is an important part of any organization.

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

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

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

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

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

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

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

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

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

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

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

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

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

Pick the Right IT Help Desk Resume Format

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

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

[ Back to Table of Content ]

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Personal Information

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

An ideal personal information section should contain the following:

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

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

• LinkedIn profile link
• Link to an online portfolio

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

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

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

IT Help Desk Resume: Profile Title

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

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

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

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

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

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

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

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

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

STAR Format

• Frame Points

Bucketing & Bolding

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

STAR refers to:

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

Framing Points

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

Well, the answer is simple!

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

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

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

IT Help Desk Resume Example 1

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

IT Help Desk Resume Example 2

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

Framing Points: Analysis

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

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

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

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

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

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

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

Bucketing & Bolding: Analysis

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

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

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

IT help desk resume sample for Professional Experience

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

IT Help Desk Resume Keywords

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

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Certifications

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume Summary

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

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

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

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

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

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

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

IT Help Desk Resume Objective

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

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

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

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

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• Resume Formatting (font, margins, the order of sections, etc.)

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Key Takeaways

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

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

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

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• Resume Examples

IT Help Desk Resume—Examples and 25+ Writing Tips

Do you really need 2 years of experience to get a help desk job? Not at the right companies. Show your tech savvy and IT skills with this professional help desk resume sample.

In a few minutes, you’ll have the best help desk resume in the pile. But think about this—

Competition for help desk jobs is fierce.

Everyone knows it’s the backdoor into IT careers, so everybody’s trying it.

You don’t need experience, but you need to show off help desk skills.

Your resume for help desk jobs also has to be so readable they get your points in seconds.

Nail that and you’ll be resetting passwords and recovering files in no time.

In this guide:

• An IT help desk resume sample better than most.
• How to write a winning help desk resume.
• How to make a help desk job description for resumes that gets phone calls.
• Why you can’t just list help desk skills (and what to do instead).

Save hours of work and get a job-winning resume like this. Try our resume builder with 20+ resume templates and create your resume now.

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Do you really need a help desk support resume? Could you get a job as an IT project manager assistant? See our guides:

• Computer Science Resume Examples
• Customer Service Resume Examples
• Customer Service Manager Resume Examples
• IT Resume Examples
• IT Specialist Resume Examples
• IT Technician Resume Examples
• IT Project Manager Assistant Resume Examples
• Technical Resume Examples
• Software Engineer Resume Examples
• Network Engineer Resume Examples
• Virtual Assistant Resume Examples
• No Experience Resume Examples
• Cybersecurity Resume Examples

Haven't found what you're looking for? Check all our  Resume Examples for Over 200 Jobs.

Help Desk Resume Sample You Can Copy and Use

Cody Hoshiko

Personal Info

Phone: 801-616-3219

E-mail: [email protected]

linkedin.com/in/codyhoshiko

twitter.com/codyhoshiko

Friendly help desk specialist with 2 years of experience solving tech problems in fast-paced offices. Seeking to deliver IT solutions at Tremmens-Bart Systems. At Silicon Bytes, promoted to top-tier specialist in 6 months for extensive Zendesk knowledge.

Help Desk Associate

Silicon Bites Inc., Salt Lake City, UT

2017–2019

• Promoted to top-tier help desk support specialist thanks to extensive knowledge of Zendesk and IT ticketing system.
• Received help desk employee of the month award 2x for expertise in troubleshooting software and hardware issues.
• Maintained 99% positive customer scores in post-ticket exit surveys for excellent listening skills and high levels of customer service.
• Selected by management to train and onboard 3 new help desk employees thanks to deep knowledge of operating systems.

Key Achievement:  

Suggested key changes to IT help desk ticketing system use that resulted in a 10% time savings across all departments.

Office Assistant

Kirk-Reiter Global, Salt Lake City, UT

2015–2017

• Served as unofficial IT Help Desk tech for 15 office employees.
• Resolved 10+ software and hardware issues per week, including issues with workstations, printers, and projector equipment.
• Escalated challenging issues to IT contractors.

Key Achievement:

Assisted with upgrade of 10 office workstations to Windows 10. Achieved zero downtime for employees and 95% performance satisfaction.

AA Business Administration

Utah State University

2012–2014

• President, Small Business Leaders student group.
• Recognized by professors for technical expertise.

Certifications

2019 — CompTIA A+ Certification

2019 — Microsoft IT Support

Additional Activities 

• Completed Dale Carnegie customer service training.
• Walk dogs 3x per month at West Jordan Animal Shelter.

Hard Skills:   Zendesk, Salesforce, phone system support, troubleshooting, desktop support

Soft Skills:   interpersonal skills, communication, friendliness

Here’s how to write an IT help desk resume that clicks:

1. Use the Best IT Help Desk Resume Format

Did you know:

Most help desk job openings get 100+ applications.

Then they hire one.

You have to be like Luke Skywalker flying down the Death Star trench.

It starts with the right resume format .

Most hiring managers like the reverse-chronological layout .

Use these tips to set it up:

Help Desk Resume Format

• Use 1-inch margins and don’t skimp on the white space.
• Choose a good resume font like 11–14pt Noto or Trebuchet.
• Write resume sections for Heading, Summary, History, Education, and Skills.
• Set a 1-page resume length and stick to it.
• Save the resume in PDF form . Those fit every screen there is.

Expert Hint: Don’t give up! Deloitte only hires 3.5% of applicants . Google hires one in 200. You may need to apply to 150 jobs before you land a good one. Apply to 3 a day so you’ll have time to tailor your resume —to raise your chance of getting hired.

2. Make a Help Desk Resume Objective or Summary

You send 30 IT help desk resumes.

You hear nothing. No calls. No emails. Just a lot of recruiter spam.

The problem?

Your resume for help desk jobs must pull them in.

Do it with a great resume profile (in the form of a  resume summary , summary of qualifications , or resume objective .

• An adjective (efficient, friendly)
• “help desk” (or the title from the job ad)
• Years of experience (2+, 3+)
• How & who you’ll help (deliver IT solutions at Tremmens-Bart)
• Best help desk moments (promoted to top-tier specialist in 6 months...)

Want it to go fast? Then write it last.

See these IT help desk resume examples:

IT Help Desk Resume Summary—Example

This is money:

The second of those help desk resume samples says you can use Zendesk. The first shows you were promoted for doing it well.

Do that with your resume, and you’ll be the first ticket on their list.

But what if your help desk experience is thinner than an Acer Swift 7?

See this entry-level resume for help desk jobs:

Entry-Level Help Desk Resume Objective

Only the first of those entry-level help desk resume examples shows real experience.

But here’s the kicker—

It’s the same person in both cases.

Expert Hint: According to a study by the Service Desk Institute, 36% of help desks are hiring new employees. But to get in with a good one, your help desk support resume will need to prove communication skills.

The ResumeLab builder is more than looks. Get specific content to boost your chances of getting the job. Add job descriptions, bullet points, and skills. Easy. Improve your resume in our resume builder now .

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Nail it all with a splash of color, choose a clean font, and highlight your skills in just a few clicks. You're the perfect candidate, and we'll prove it. Use our resume builder now .

3. Target Your Help Desk Job Description and Skills Section

What IT help desk skills go on your resume?

See this list:

Help Desk Skills for Resumes

A help desk job is like a trouble ticket. No two are the same.

You can’t just make one resume and machine-gun it to 50 jobs.

You need to customize your resume by finding the skills to put on a resume in the posting online.

Without those skills, you won’t know which resume keywords to use.

See these help desk resume samples to nail it:

They’re for a job that needs Zendesk , troubleshooting , customer service , and training .

IT Help Desk Job Description for a Resume [Sample]

• Maintained 99% positive customer scores in post-ticket exit surveys for excellent listening skills and high levels of customer service .
• Researched tech issues and resolved them.
• Communicated with customer and client representatives, ensuring smooth information exchange and process management.
• Created proper documentation of all customer-focused activities.

No contest.

The second of those help desk resume examples isn’t bad. But does it fit the job?

Next—

If you’re just winding up your help desk career, do a quick skills assessment.

Do you have experience with customer service? Have you worked with computers in non-help-desk jobs?

An entry-level resume can still shine!

See these IT help desk resume examples with no experience:

The job wants customer service , communication , and software and hardware skills .

Entry-Level Help Desk Resume Job Description [Sample]

• Commended by management for excellent customer service skills.
• Communicated challenging issues to IT contractors.
• Handled filing and document storage.
• Answered calls from customers.
• Assisted with proofreading of company documents.

The first of those help desk resume samples will get oohs and ahhs.

That “10+” is magic. Numbers add punch!

Expert Hint: A Zendesk study shows the average customer satisfaction score for help desk employees is 95%. If your personal best is below that, consider leaving it off your help desk support resume.

4. Target Your Education Section

You don’t need a ton of schooling on a resume for help desk jobs.

But you need a solid education section .

Include your school name and degree.

But add a couple skills the IT department wants.

This IT help desk resume sample shows how:

Help Desk Resume Example—Education

• Recognized by professors for teamwork.

5. Add Special Sections to Your Help Desk Resume

You’re halfway to hired.

Let’s make your resume for help desk jobs sing.

Got a Net+ certification? Have you done volunteer work?

Those can help a resume for help desk jobs.

Try adding:

• Certifications ( CompTIA A+ , Network+ , etc.)
• Freelancing
• Volunteering
• Additional activities

See these help desk resume examples:

IT Help Desk Resume—Other Sections

Additional Activities

• Trail riding

That first IT help desk resume sample sells it. Who wouldn’t hire someone with all those skills and passion?

Expert Hint: Write a cover letter for your resume for help desk jobs. If it’s hard to talk about yourself, just focus on the job and why it’s perfect for you. If it’s not, move on.

Double your impact with a matching resume and cover letter combo. Use our cover letter generator and make your application documents pop out.

CREATE YOUR COVER LETTER NOW

Want to try a different look? There's 21 more. A single click will give your document a total makeover. Pick a cover letter template here .

Here’s how to write a help desk resume:

• Start with our IT help desk resume template . Add IT accomplishments from past jobs or from your life.
• List help desk skills like Zendesk or customer service. Show you rocked them in your bullet points.
• Write a help desk support resume objective . Put your best IT features in it.
• Add “special” resume sections for CompTIA or other certifications or volunteer work.
• Write an IT help desk cover letter . If you need to showcase your excellent customer service skills check out also our  customer service representative cover letter example.

Need more career advice? Check out these resources:

• Computer skills to put on resume
• Free resume templates in MS Word
• Free Google Docs resume templates

Got questions on how to write good resumes for help desk jobs? Not sure how to put help desk on a resume? Leave a comment. We’ll be happy to reply!

About ResumeLab’s Editorial Process

At ResumeLab, quality is at the crux of our values, supporting our commitment to delivering top-notch career resources. The editorial team of career experts carefully reviews every article in accordance with editorial guidelines , ensuring the high quality and reliability of our content. We actively conduct original research, shedding light on the job market's intricacies and earning recognition from numerous influential news outlets . Our dedication to delivering expert career advice attracts millions of readers to our blog each year.

Having published over 200 career-advice articles, Tom Gerencer is a career expert who covers the whole array of job-seeking topics for people at all career stages, from interns to C-suite members. His insights, commentary, and articles reach over a million readers every month. With inside knowledge of key industry players and in-depth research, Tom helps job seekers with advice across all professions and career stages. Tom holds a degree in English from Colby College.

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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

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

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

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

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

or download as PDF

Why this resume works

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

Entry Level Help Desk Resume

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

Help Desk Analyst Resume

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

IT Help Desk Resume

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

Help Desk Technician Resume

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

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

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

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

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

Need some help?

15 top help desk skills

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

Your help desk work experience bullet points

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

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

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

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

See what we mean?

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

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

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

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

3 Tips for Writing a Help Desk Resume With Prior Experience

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

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

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

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

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• Resume Examples
• IT Support Resume Examples (+ Help Desk & Technician)

IT Support Resume Examples (+ Help Desk & Technician)

Our customers have been hired by:

Your IT support resume has to authenticate your job search. You’re not the only tech in the digital ocean. The hiring manager—call her Ellen—wants to know you can keep things running. Can you handle screaming customers who just deleted all their emails? Do it right to beat the other 170 applicants.

But how does that work in a resume? How can you prove your IT support skills are in the Oracle zone? You do it by connecting your career to the IT job like a crossover cable. The right resume format choice comes in a close second.

Ready, player one?

You’re about to see an IT support resume example you can change to fit any IT support position. You’ll also get easy steps to write a resume for IT support jobs that’ll land 10x more interviews than any other.

Want to save time and have your resume ready in 5 minutes? Try our resume builder. It’s fast and easy to use. Plus, you’ll get ready-made content to add with one click. See 20+ resume templates and create your resume here .

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Sample resume made with our builder— See more resume examples here .

Need a different kind of IT resume? See these guides:

• IT (Information Technology) Resume Sample
• IT Director Resume Sample
• IT Manager Resume Sample
• IT Specialist Resume Sample
• IT Technician Resume Sample
• IT Help Desk Resume Sample
• Technical Support Resume Sample
• System Administrator Resume Sample
• Salesforce Business Analyst Resume Sample
• Best Resume Examples

Here’s an IT support resume example made with our builder.

Sample IT Support Resume (Text Version)

Charlie Ross

IT Support Technician

614-776-9990

[email protected]

linkedin.com/in/charliezross

twitter.com/charliezross

Proven IT support technician skilled in customer service and ticketing systems. Seeking to cut costs and provide efficient process improvements at Global Support Shack Inc. At Galaxy Technologies, provided Splunk deployment and visibility to 38,000 endpoints for 20K+ end users.

IT Support Specialist

Galaxy Technologies Inc.

August 2017–February 2020

Key Qualifications & Responsibilities

• Drove service delivery and improved Enterprise IT services and products to 20,000+ end users in a fast-paced IT firm with 50+ corporate customers.
• Performed 30 on-site visits to develop partner solutions.
• Provided IT support services, troubleshooting and system operation.
• Quickly solved 20+ customer issues daily with 95% success.
• Enhanced help desk ticket system, reducing solution time by 35%

Key Achievement:

• Assisted in the Global End User Services project which delivered the Splunk Universal Forwarder to more than 38,000 end-points with real-time display.

Teltron Ltd.

June 2015–September 2017

• Provided complete IT technical support services and assisted global management teams to ensure efficient business processes.
• Provided IT support services to the Application Management Group.
• Established process improvement strategies which drove positive changes and resulted in 100% IT incident remedy rate.
• Conducted IT services training for 20 new employees.

IT Help Desk Associate

Webtronics Business Solutions

June 2013 - May 2015

• Created support service tickets and used web-based ticketing systems to track and deliver support services.
• Installed, serviced and upgraded over 300 Windows computers.
• Provided PC and mobile support to resolve client issues.
• Assisted the network team in monitoring 4 network servers.

BS in Computer Science, Ohio State University

• Excelled in Computer Science coursework and computer labs.
• Provided student tutoring and IT services to 24 classmates
• President and organizer of Students Who Code coding club.
• Microsoft Office
• Information Technology
• Customer Service
• Problem Solving

CompTIA Association Member

• Provide IT mentoring to 20 entry-level IT support techs.
• Gave an online class in customer service.

Local Volunteer

• Helped and mentored at 2 local high school coding clubs.
• Taught 4 coding courses at 2 area high schools.

Here’s how to write an IT support resume step-by-step.

1. Start With the Right Format for an IT Support Resume

Bad dream—you write the best IT support resume you can. Then you send it to 100 jobs. All of them delete it faster than the Morris worm. What happened? You probably blew your resume format . If you look like Windows ‘95, you can’t expect a Cisco-level company to hire you.

Here’s how to format an IT support resume template:

• Format: go for the reverse-chronological resume format to put Evan-Spiegel-style achievements in their place.
• Resume fonts : stick with Calibri, Didot, or other fan-favorites.
• Line spacing: 1 to 1.15.
• Font size: 11–12 points.
• Resume headings : 13–14 points
• Resume margins : 1 inch all the way around.
• File type: PDF resumes are the right choice unless the company says, “MS Word, please.”

Include these resume parts :

• Header: name plus contact information .
• Summary: share your resume’s best bits in brief.
• Experience: your finest IT support accomplishments.
• Education: relevant schooling and achievements.
• Skills: slot in the ones the firm asks for in their job ad.
• Other sections: add a CompTIA certification or home projects.

Resume icons and resume logos can help a boring resume. Don’t overdo, but add an icon to your header and anything else in need of highlighting.

Should you use the combination format instead? See our guide: Resume Structure: How to Organize a Resume

2. Add Experience to Your IT Support Resume

Everybody lists experience on their IT desktop support resumes, right? And everybody has about the same experience. So why does only 1 in 200 get the job? Because that top applicant shows their work history the right way . It’s all about the way you write resume achievements around your skills.

To customize your resume :

• Put your newest job title first.
• Add the firm’s name and start and finish dates.
• Write a short IT support job description.
• Add six bullet points.
• Show achievement with the PAR (Problem-Action-Result) formula.

See these IT support resume samples:

IT Support Job Description for a Resume

Shoo. One of those could get you in at Zoom. The other maybe a local florist. Why? First check out the clean, readable layout in example #1. But then look at the metrics. 20,000+, 30, 20+, 95%. They show you’ve taken a few laps around the server farm. Example #2 shows what you were supposed to do. Not what you did.

In an entry-level IT support’s resume, use non-IT support jobs. Did you work in a call center? Use that to show phone skills. Were you a help desk tech? Brainstorm your best IT support successes. Maybe you upgraded some systems or provided client support. Put those wins in your experience section.

See these entry-level IT support resume examples:

Entry-Level IT Support Resume Samples [Experience]

The difference? The bad resume example says what you were “assigned” to do. But were you more like Tony Stark or Captain Obvious? The first example adds numbers like 300, 10+, and 4 to show your IT muscle.

You can even do this with a waitressing job. Just focus on your customer service achievements. Or give examples of how you used teamwork. Or proof of your communication skills.

Read more: How Far Back Should a Resume Go

When making a resume in our builder, drag & drop bullet points, skills, and auto-fill the boring stuff. Spell check? Check . Start building a  professional resume template here for free .

When you’re done, our professional resume builder will score your resume and our resume checker will tell you exactly how to make it better.

3. Make Your Education Section Count

You don’t need three degrees in an IT support resume. But listing a degree on a resume shouldn’t be generic. Think about the hiring manager. Did you do anything in school that proves you can help her? Maybe you did tutoring or were in a student coding club? Those stand out like Elon Musk at Arby’s.

See this IT support resume example:

IT Support Technician Resume Example [Education]

Your goal? Get the HR manager off autopilot. Get her to say, “Wait a second. This applicant has IT skills we need.” Even if you’ve got an English degree, you can show teamwork or other transferable skills .

Didn’t graduate? See our guide: How to List Unfinished Education on a Resume

4. Put the Right Skills in Your IT Support Technician Resume

Don’t let them ignore your IT desktop support resume. The secret? Your resume can look like a carbon copy of everyone else’s. But it should read like TechCrunch . How? By knowing the IT support skills the company wants for the position. Then—put those in your skills list  and in your bullet points.

Start with this list of skills for IT support resumes:

IT Support Resume Skills (Hard Skills)

• Programming Languages
• Customer Service Skills
• Process Improvement
• Data Analytics
• Microsoft Office Skills

IT Support Skills (Soft Skills)

• Interpersonal Skills
• Leadership Skills
• Teamwork and Collaboration
• Decision Making Skills
• Written and Verbal Communication
• Active Listening
• Analytical Skills
• Organizational Skills
• Time Management
• Critical Thinking

Here’s how to choose the best IT support skills:

• Create a spreadsheet.
• In column #1, list all your IT support skills.
• In column #2, list the IT support skills from the job description.
• In column #3, add the skills in both lists.
• Those are the best resume keywords because you can prove them and the company wants them.
• Include hard skills and soft skills .
• Prove them in your bullet points.

Say the job ad mentions process improvement , and training .

IT Support Resume Examples [Skills]

IT support skills on a resume like that are electric. Those resume action words like provided, established, and conducted help. So do numbers like 100% and 20.

Pro Tip: Can’t zero in on the right IT support skills in the job ad? Use LinkedIn to do some chat-based informational interviews with current IT employees at the firm.

5. Add Other Sections to Your IT Support Resume

“Hmm. This applicant has done the job before. But THIS ONE is also great to work with!” How can an IT support resume get that kind of reaction? By going a step further than experience and education. A Splunk certification or fluency in the right language can give you that Sheryl Sandberg glow.

Choose from:

• Resume Licenses & Certifications

In entry-level IT support resumes, certifications are king. They won’t help a noob beat an experienced candidate. But if the choice is between two IT techs with no experience, the certified one wins. Consider these:

• IT Support Professional
• Resume Volunteer Work

If you’ve done free troubleshooting work for friends or for your local animal shelter, you can list it. It proves you’re the go-to technician in your world.

• Languages on a Resume

Do the end-users speak your language? Listing Chinese or Arabic on a resume for IT support can get you hired.

• Professional Associations

A CompTIA or other association membership tells the world you’re not just playing Minecraft when you’re not at work. Even better if you’ve volunteered for them.

• Conferences

Did you go to DTS or an O’Reilly conference last year? That shows you’re up and coming and you care about your career.

IT Support Resume Examples [Other Sections]

You can put multiplayer games on a resume, but there’s a trick to it. See our guide: List of Hobbies & Interests for a Resume or CV

6. Write an IT Support Resume Objective or Resume Summary

Oh-oh. You wrote a Dell-level IT support resume, but the hiring team spent five seconds on it. Why? Because you didn’t tell them why they ought to read it. Do that up top in a resume summary or a resume objective. Make it like a mini-commercial for the best IT support moments in your resume.

Here’s how to write a career summary :

• Start with an adjective like proven or entry-level.
• Add your title (IT support).
• List years of experience (1, 1+, 5).
• Cite your goal (cut costs at Global Support Shack Inc.).
• Share your biggest school or work accomplishment.
• Proofread to zap any typos.

These two career summary examples show how:

IT Support Resume Summary

Owch. The last of those IT support resume samples won’t get you hired. It’s a plug-and-play skills list that anyone could write for any IT job. The first has Gigabits of bandwidth. It says where you worked and where you want to work. It adds what you did that so impressed your last employer. 

If you’re making an entry-level IT support resume, write a career objective . Recruiters used to say that’s where you say what you want. Not anymore. Today, make it a quick rundown of your resume. But instead of the best parts from your experience section, you’ll cite education and non-IT jobs.

See these examples:

Entry-Level IT Support Resume Objective

Wow. The first one shares your leadership and efficiency skills. But it also names the company. That shows your application isn’t spam. Then it shows your best college achievement. They’d have to be missing a Cat-5 cable to pass you by.

Pro Tip: Your resume header can be at the top or in the left margin. Put your name in the biggest font. You can add a GitHub or portfolio link too.

7. What About an IT Support Cover Letter?

Do IT support resumes need cover letters ? Every time. Without one, you’ll look like a spammer, and they’ll skip you. That’s according to our HR statistics report . But you can’t just boilerplate your letter. Make it clear to the company you’ve got your heart set on this job. Then explain why you can do it.

To write a great IT support cover letter:

• Format your cover letter .
• Start your IT support cover letter with the manager’s name.
• Write an opening sentence for your cover letter that makes them keep reading.
• In the second paragraph, prove you know the IT support job duties.
• Give them an inkling what your skills can do.
• End your cover letter with something they want.

Read more:   IT Cover Letter Sample   and   IT Technician Cover Letter Sample  

Plus, a great cover letter that matches your resume will give you an advantage over other candidates. You can write it in our cover letter builder here.  Here's what it may look like:

See more cover letter templates and start writing.

Key Takeaway

Here’s a recap of how to write an IT support resume: 

• Format your IT support resume template in reverse-chronological order.
• Find IT support skills in the online job listing.
• Make your job experience section first.
• Add IT support achievements like solved 20+ customer issues daily.
• Create an education section with Microsoft-worthy things you did in school.
• Include extra resume sections to show a CompTIA certification or conference.
• Write an IT support cover letter to decrypt your application.

That’s it! Now, we’d love to hear from you: 

• What’s the most discouraging part about writing an IT desktop support resume? 
• Do you need more job-getting accomplishments?
• Are you afraid your cover letter will turn them off?

Let’s chat below in the comments, and thanks for reading!

About Zety’s Editorial Process

This article has been reviewed by our editorial team to make sure it follows Zety's editorial guidelines . We’re committed to sharing our expertise and giving you trustworthy career advice tailored to your needs. High-quality content is what brings over 40 million readers to our site every year. But we don't stop there. Our team conducts original research to understand the job market better, and we pride ourselves on being quoted by top universities and prime media outlets from around the world.

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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.

Create a Resume in Minutes with Professional Resume Templates

• 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

Read our complete resume writing guides

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

Help Desk Technician Resume Examples & Samples

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

Tier, Help Desk Technician Resume Examples & Samples

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

Help Desk Technician Level for Bloomberg Philanthropies Resume Examples & Samples

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

Senior Associate Help Desk Technician Resume Examples & Samples

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

Associate Help Desk Technician Resume Examples & Samples

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

Corp-gti Help Desk Technician Resume Examples & Samples

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

Senior Help Desk Technician Resume Examples & Samples

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

Tier Help Desk Technician Resume Examples & Samples

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

Information Services Help Desk Technician Resume Examples & Samples

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

Supervisory Help Desk Technician Resume Examples & Samples

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

Nipr / Sipr Help Desk Technician Resume Examples & Samples

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

Lead Help Desk Technician Resume Examples & Samples

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

Help Desk Technician Tier Resume Examples & Samples

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

Help Desk Technician Early st Shift Resume Examples & Samples

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

Help Desk Technician Experienced Level Resume Examples & Samples

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

Help Desk Technician Senior Level Resume Examples & Samples

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

Level Help Desk Technician Resume Examples & Samples

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

Help Desk Technician, Mid Resume Examples & Samples

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

Internet Help Desk Technician Resume Examples & Samples

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

Help Desk Technician Entry Level Resume Examples & Samples

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

Help Desk Technician Intern Resume Examples & Samples

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

Nmci-lead Help Desk Technician Resume Examples & Samples

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

Salesforce Help Desk Technician Resume Examples & Samples

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

Information System Help Desk Technician Resume Examples & Samples

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

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

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

Assistant Help Desk Technician Resume Examples & Samples

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

Help Desk Technician Junior Resume Examples & Samples

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

Summer Student, Help Desk Technician Resume Examples & Samples

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

IS Help Desk Technician Resume Examples & Samples

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

Help Desk Technician Internship Resume Examples & Samples

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

Computer Help Desk Technician Resume Examples & Samples

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

Help Desk Technician Nd Shift Resume Examples & Samples

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

Future Help Desk Technician Opportunity Resume Examples & Samples

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

EPG Help Desk Technician Resume Examples & Samples

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

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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.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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IT Help Desk Support

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

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

Core Skills :

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

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

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

Help Desk Analyst, XYZ Company, 2013 – 2015

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

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

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

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

Responsibilities

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

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

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

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

Responsibilities :

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

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

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

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

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

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

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

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

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

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

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

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

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

Experience 15+ Years

Level Director

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Key takeaways for an IT Help Desk Support resume

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

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

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

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

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

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

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How to Get into IT Without a Degree

Learn more about routes into a career in IT without studying for a degree.

The information technology (IT) industry is booming as technology develops, creating more jobs, many with high salaries and excellent job outlooks. In an industry so vast and varied, you’ll find various IT sector jobs requiring different IT skills. These can include technical support, programming, computer engineering, and website design roles. 

The US Bureau of Labor Statistics (BLS) predicts the growth in IT roles in general will be above average, creating 377,500 jobs between 2022 and 2032 [ 1 ]. You can further break this down by IT profession with some showing very high predicted growth, such as information security analysts, with an expected growth rate of 32 percent [ 2 ]. 

Read on to learn how to get into IT without a degree, investigating alternatives such as gaining experience, earning certifications, and building your skills outside of a degree program. 

Read more: 10 Entry-Level IT Jobs and What You Need to Get Started

What are the job requirements to work in IT?

While IT roles sometimes require a bachelor’s degree , this isn’t always necessary. Employers are also looking for people with relevant practical skills in an industry that is continually evolving. Skills can be learned without a degree, like boot camps, certifications , and personal study. 

Experience is also important, with employers looking for around three years of experience for entry-level to mid-level roles and five to 10 years of experience for senior-level roles. 

Read more: 7 In-Demand IT Skills to Boost Your Resume

Traditionally, the route to an IT role has required a bachelor’s degree and sometimes a master’s degree in computer science or a similar field. While this is still a popular route and essential for some roles, it’s not the only way to find a job in the IT industry. The type of role and the level of experience will impact the education and experience you need. 

For example, you may find a job as a computer support specialist without a bachelor’s degree, but if you plan to progress to a management-level role such as a computer and information systems manager, you’ll likely need a bachelor’s degree and sometimes a master’s degree. 

Certifications 

Many employers ask for specific certifications relevant to the role. These may be in addition to or in place of a degree. Even if an employer doesn’t specify a certification, it is still useful to enhance your resume and prove that you have the required technical skills to do the job. Certifications are generally short courses you can complete as professional development throughout your career, helping you advance to higher-level positions. 

Read more: IT Certifications vs. Degree: Which Is Right for You?

How to get into IT without a degree 

A degree is a great way to gain knowledge and skills and to demonstrate to employers that you can work at a given level. However, if you don’t have a degree and don’t plan to work toward one, you’ll find a number of steps you can take to land yourself an IT role. 

Let’s take a look in more detail.

1. Develop IT experience. 

For most IT positions, experience is essential—it’s how you cultivate relevant skills and cement your academic knowledge. Entry-level positions and internships are an excellent way to build experience. It’s important to remember that experience doesn’t have to be paid. Gaining experience through boot camps and hackathons helps you learn and practice new skills, all with support from people in the field. A number of top companies, including Amazon and Google, value boot camps highly in their recruitment process.

You can also gain experience through self-study. This may include online courses, podcasts, books, events, boot camps, and hackathons. Self-study shows that you have the motivation to continue learning and improving, develop skills, manage your time between work and learning, and be updated with the latest technology. 

However, if you choose to develop experience, be sure to showcase it in a portfolio. A portfolio is an effective way to collate all the work you’ve done to present to an employer.

Read more: How to Get into Tech Without a Degree

2. Earn IT certifications.

If you don’t have a degree, consider IT certifications as an alternative. Certifications focus on specific areas, software, and skills, so employers often ask for certifications relevant to the open position. This allows you to be very tailored in choosing certifications that match your job. You may also combine your certification with an entry-level job, as some certifications require experience. 

Some examples include: 

Project Management Professional (PMP)

Certified Information Systems Security Professional (CISSP)

Certified Information Systems Auditor (CISA)

Certified Data Professional (CDP)

Certified ScrumMaster (CSM)

Read more: How to Get IT Certifications in 5 Steps

3. Apply for entry-level positions that don’t require a degree. 

Entry-level positions help you build experience and skills and provide a placement for some IT certifications. You’ll find it’s possible to apply for a number of entry-level jobs in IT without a degree. Here are several examples:

Help desk technician

Web developer

Graphic designer

SEO specialist

Customer service representative

Junior software developer

Required skills for IT jobs

Employers want to know that you have the necessary skills to carry out an IT role, whether you learn them through a degree, certification, boot camp, or other means. IT professionals need a combination of technical and workplace skills. These vary from role to role, with each area needing different specialist skills. However, in general, employers are looking for the following skills as standard:

Technical skills

Programming 

Word processing

Cloud sharing platforms

Project management 

Application development

Workplace skills

Communication

Self-discipline 

Problem-solving

Analytical thinking

Time management

Salary and job outlook

Salary for IT jobs varies depending on the type of role you take on. However, according to the BLS, the average median salary for an IT professional in the US is $100,530 [ 1 ]. The job outlook is excellent, with some areas, such as information security and software development, growing at a rate of 32 percent and 26 percent between 2022 and 2032 [ 2 ].

IT jobs career path

Entry-level jobs are a great starting point for building experience and trying out different areas within IT. Gaining experience and the skills that come with it, as well as working toward certifications, will help you progress your career to more advanced roles.

Look at some examples of IT roles available without a degree, following experience from an entry-level position and any relevant certifications. Included are the average annual salaries for each:

Mobile developer: $126,721

DevOps engineer : $109,051

Information security analyst: $112,591

IT manager : $116,451

Software architect: $166,556

Software engineer: $118,958

Business analyst: $87,820

Computer programmer: $114,576

Social media coordinator: $50,607

*All salary data is sourced from Glassdoor, April 2024. 

Get started with Coursera.

Ready to learn more about IT? Learn about systems administration and IT infrastructure with a Google IT Support Professional Certificate on Coursera. This program is designed for beginners with no prior experience to develop the skills you need for a career in IT. The topics covered include technical support fundamentals, operating systems, IT security, and more. 

Article sources

US Bureau of Labor Statistics. “ Occupational Outlook Handbook: Computer and Information Technology Occupations , https://www.bls.gov/ooh/computer-and-information-technology/home.htm.” Accessed April 17, 2024. 

US Bureau of Labor Statistics. “ Occupational Outlook Handbook: Information Security Analysts , https://www.bls.gov/OOH/computer-and-information-technology/information-security-analysts.htm.” Accessed April 17, 2024. 

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This content has been made available for informational purposes only. Learners are advised to conduct additional research to ensure that courses and other credentials pursued meet their personal, professional, and financial goals.