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Help Desk Administrator Resume Sample

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Work Experience

• Help Desk Tier 2 Support: Provide technical assistance to all SDMS users. Supports multiple software versions, training, warrant and maintenance of applications deployed by the ARC
• Troubleshoot and resolve software application and/or hardware issues elevated from Tier 1 Help Desk
• Help Desk Tier 3 Support: Provide technical assistance to all SDMS users. Supports multiple software versions, training, warrant and maintenance of applications deployed by the ARC
• Troubleshoot and resolve complex hardware and Operating System software issues
• Provide support and assistance to Tier 2 Help Desk on application software and/or hardware beyond basic support normally provided at a Tier 1 level
• Using/Troubleshooting MS Office Products(O365/Office 2007/2010)
• Using/Troubleshooting/Imaging Windows Environment (XP/Win7/Win8/Win10)
• User setup/management/mailbox migration using Active Directory/Exchange(2007/2010)
• Liaising with service providers and supply vendors for purchases
• Strong interpersonal skills and the ability to work and communicate well with a diverse user community
• Strong service orientation with attention to detail and empathy for end users
• Strong team player able to work effectively with cross functional IT teams and willingness to take the initiative to address problems without hesitation
• Write clearly and concisely for different audiences
• Strong organizational skills; able to multi-task and prioritize independently
• Technical background to resolve, prioritize, and assign calls as necessary to others
• Experience in using Microsoft Office and common reporting and analytical tools
• Resolve incoming support requests via office visit, telephone, and e-mail in a prompt, effective and courteous manner. Customers include local, remote, and field / roaming users
• Assist end-users with support issues, spanning
• Dell laptop & desktop hardware
• Windows 7/10 and Office 2013/2016 software
• Cisco phone system
• Apple and other mobile device platforms
• Printers and network copiers
• Coordinate with other IT support team members for escalation and assistance of more critical or complex issues
• Maintain and execute recurring maintenance for hardware and software solutions

Professional Skills

• Excellent customer service skills, operating with a strong sense of urgency
• Strong attention to detail and organizational skills including the ability to manage multiple projects
• Good planning and organisation skills and the ability to prioritise own workload efficiently
• Excellent problem solving and analytical skills, ability to troubleshoot and resolve or triage problems
• Multi-task and demonstrate problem solving skills
• Thorough record keeping and documentation skills, including technical documentation of processes; documenting code; inventory, project, task, and time tracking
• Proficient in trouble-shooting and problem solving skills

How to write Help Desk Administrator Resume

Help Desk Administrator role is responsible for customer, purchasing, training, database, mac, security, planning, reporting, research, digital. To write great resume for help desk administrator job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Help Desk Administrator Resume

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

• First and last name
• Telephone number

Work Experience in Your Help Desk Administrator Resume

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

Representative Help Desk Administrator resume experience can include:

• Strong communication skills both verbal and written and the ability to liaise effectively within and outside the organisation
• Possess good understanding of networking technologies, software firewall, DNS, DHCP, FTP, PING, NSLOOKUP, MPLS
• Good understanding of basic networking, Wi-Fi and VPN technologies
• Experience authoring system documentation including SOPs, knowledgebase articles, as-built guides
• Experience working in IT support/administration
• Receive, evaluate and prioritize incoming user requests and trouble tickets for assistance with hardware, software and websites

Education on a Help Desk Administrator Resume

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

Additional details to include:

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

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

Professional Skills in Help Desk Administrator Resume

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

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

• Independent worker with good task and time management skills
• A proven track record for managing multiple projects, priorities and tasks
• Strong experience with server/desktop patching, vulnerability and patch management system remediation
• Sort and dispatch calls to engineers or sub-contractors based on the correct skills set, geographical location and service delivery arrangements
• Experienced with purchasing and expediting computer related equipment and services
• Experience with financial forecasting, budgeting & analysis

List of Typical Experience For a Help Desk Administrator Resume

Experience for senior help desk administrator resume.

• Configuring network computers/printers / copier /scanner, order supply' and replace consumables
• Research questions using all available information resources, creating / updating knowledge base
• Email administration and troubleshooting including password resets, SPAM/Blacklist, setting up user accounts in Outlook and mobile devices
• Be able to answer technical questions regarding system errors or usage and walk users through problem-solving process
• Provide basic training/instructions and or write training manuals

Experience For Tier, Help Desk Administrator Resume

• Manage workload – replanning/reassigning – as required in line with demand
• Follow standard Help Desk operating procedures; maintain records of daily data communication transactions, problems and remedial actions taken
• Redirect problems to appropriate resource, identify and escalate situations requiring urgent attention
• The Help Desk Administrator provides Level 1 and 2 support for our 550+ seat digital animation studio, including but not limited to
• Build new PCs according to Cognex IT standards
• Installs necessary software and upgrades, printers, and voice systems on new and existing employees’ workstations
• Plan daily work load and PPM for engineers and sub-contractors using available systems

Experience For IT Help Desk Administrator Level Resume

• Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training
• Support end-user install / move / add / change requests
• US Citizen as defined by ITAR
• Be familiar with Microsoft Office software suite applications and installations
• Knowledge of PC hardware configurations
• Knowledge of e-mail systems
• Knowledge of network user administration
• Exhibits courtesy, tact, consideration, teamwork and discretion in all interactions with Studio staff and with the public

Experience For Help Desk Administrator Specialist Resume

• The Help Desk Workstation Administrator position provides Level 1 and 2 sustaining support for our 500+ seat digital animation studio, including but not limited to
• Work in a team environment and be able to deliver first-class customer service
• Respond / track requests for technical assistance via help-desk system, e-mail, in person, via phone and or electronically
• Follow standard help desk procedures (New User, Terminate User, Application Access Request etc.)
• Create and maintain domain user accounts, permissions, and DFS folders in Active Directory
• Support operation of Microsoft Desktop Operating Systems (Windows 7, 8), applications (Outlook, Office, Word, Excel, etc...), mobile devices, and removal of malicious software
• Install and deploy software applications and computer images to local and remote locations as needed
• Train users on use of their computer and phone equipment, remote access and security systems

Experience For Help Desk Administrator Contractor Resume

• Maintains software and hardware inventories
• Ability and willingness to work/cover various shifts and carry a smart phone
• Stay informed of current technology, trends and best practices related to IT and be able to analyze and recommend changes and upgrades to staff
• Proficient with Microsoft Office - especially Microsoft Outlook
• Work among all levels of management internal and external to the company and deliver first-class customer service
• Incumbent provides technical evaluation and review of all RSDU Network Administrative Group’s procedures prior to equipment deployment to the FBI field offices and DOJ component locations

Experience For Windows / Linux Help Desk / Administrator Resume

• Incumbent coordinates all incoming visitor requests for Other Government Agencies (OGA) and Vendors ensuring all needed security clearances are passed and current; interfaces with facility security office to ensure VNF’s are processed in time for scheduled meetings
• Incumbent serves as a liaison with other department level executives, OGA’s, private sector, and local government officials in all dealings with the FBI’s Shared Land Mobile Radio Network (SLMR network)
• Log all calls in the client’s ITSM System
• Provides the first line of support and problem resolution for technology products or applications
• Responds to inquiries and requests for assistance with organization's computer systems or PCs; resolves customer inquiries for one or more products or services
• Utilizes new utilities and tools to provide remote technical support services on desk-side equipment, for customers
• Maintains written documentation on each call; escalates complex problems to the next level of support as required by documented procedures
• Monitors telephone calls and e-mails to maintain quality services and track problems, to ensure their timely resolution
• A helpdesk/customer service background

Experience For Help Desk Administrator Resume

• High standard of customer awareness
• To cover Reception Desk out of hours
• To make regular calls to estates team out of hours
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• CentOS, MacOS, and Windows workstations and laptops
• IPhone and Android mobile devices
• L1 and L2 support for Linux, Mac, and Windows computers and applications
• Workstation diagnostics and repair
• Work as part of a team to identify, diagnose, and resolve problems with computer hardware and peripherals including workstations, printers and local area networking
• Perform user account creation and activation, password resets, privilege assignment, group membership management, directory access control
• Provides Help Desk first point of contact for Cognex users by leveraging Zendesk, phone and walk in and ensures that requests either get resolved or escalated as needed
• Assumes administrative responsibility for IT functions including the new hire and termination process; loaner equipment; and conferencing among other services to end users
• Develops and documents procedures to ensure corporate SLAs are met while improving the self-service knowledge base
• Proactively communicates ticket status to customers
• Prepares periodic and ad hoc reports from available data sources as required
• Responds to computer-related requests to ensure user productivity
• Relocates hardware to required locations and ensures accurate access levels
• Manages the Help Desk Queue to ensure timely and accurate changes
• Records software and hardware inventory to accurate indicate level
• Creates and maintains all network accounts
• Support users with their computers, printers and phones. Consists of Windows 7/10 environment using office 2010/2016 with Dell Laptops and Desktops along with HP Printers and Ricoh Copiers
• Manages and creates user accounts in Active Directory and Exchange
• Works with other IT staff to ensure customer service
• Keeps desktop OS and desktop software up to date
• Coordinates printer setup and repairs
• Contacts vendors and contractors as needed
• Maybe required to work Overtime ( Remove only for Exempt positions)
• Support the day-to-day operations of the IT help desk including: monitoring and responding to help requests, escalating and resolving incidents in a timely manner, following up with customers and ensuring service level agreements are met
• Guard against viruses, malware, intrusions and other threats through the development and implementation of network and endpoint protection measures

List of Typical Skills For a Help Desk Administrator Resume

Skills for senior help desk administrator resume.

• Troubleshoots computer-related issues to effectively resolve problems
• Experience in using Maximo or similar application
• Experience with Help Desk Ticket System administration, management, and reporting
• Previous experience with Network Management System software configuration and reporting
• Previous experience supporting phone systems
• Two to three years experience in Windows Operating Systems, MS Office Applications, Active Directory, and computer hardware
• Helpdesk/service desk experience supporting at least 50 users in an Active Directory based environment
• Good working knowledge of system and software deployment technologies and techniques
• Experience with backup solutions such as NetBackup, BackupExec or Arcserve

Skills For Tier, Help Desk Administrator Resume

• Throughout resolution process, provide status information and ensure effective communication and customer satisfaction
• Focused, with strong attention to detail
• IT experience at a college or business help
• To ensure all work is undertaken within the job holder’s demonstrated level of competence
• Walking, bending, sitting and lifting up to 50lbs and using a pallet jack to move inventory is required on a regular basis
• Configuring, maintaining and troubleshooting printers and print clients
• Understanding of Microsoft Windows Group Policy, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP)
• Lifting of up to 50lbs on a regular basis

Skills For IT Help Desk Administrator Level Resume

• Understanding Familiarity with Microsoft Active Directory / Exchange
• Supporting production data on network attached storage
• Understanding of FM business or the willingness to learn
• Understanding of Intel based desktop and laptop hardware
• Maintaining inventories of software, hardware, peripherals, and printer toner

Skills For Help Desk Administrator Specialist Resume

• Training users on basic computer and applications use
• Procuring a variety of IT equipment to support end users and day to day business
• Hardware installation, imaging and troubleshooting, including pre- and post-imaging procedures
• Provides maintenance of computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions
• Participate in drafting, revising, and updating I.T policies and procedures

Skills For Help Desk Administrator Contractor Resume

• Provision and maintain Microsoft Windows workstations and laptops according to existing standards, including creation and distribution of system images
• Fluent in speaking, reading, and writing English and Spanish
• Process Subcontractor Invoice Payments using our in-house accounting package
• Installation image management, including pre- and post-imaging procedures
• Update anti virusdefinitions, execute virus scans of incoming and outgoing media, perform data transfers and complete related documentation
• Responsible to document, assess, resolve and/or escalate issues as appropriate, initiating customer contact
• Monitors including HP Dream Color, Wacom Cintiq, and Hyundai Stereo monitors
• Be willing to work overtime as needed

Skills For Windows / Linux Help Desk / Administrator Resume

• Monitor support, including HP Dream Color, Wacom Cintiq, and Hyundai Stereo monitors
• Network cabling and cable management
• The ability to work to changing deadlines
• An understanding of current health & safety legislation approved codes of practice & guidance notes
• Knowledge of Windows 7 operating systems and Microsoft Office

Skills For Help Desk Administrator Resume

• Upload PPM schedule into workflow calendar and Reactive Events thus ensuring that all tasks are completed in line with the service requirements
• Performs in-person and remote troubleshooting through diagnostic tools and techniques
• Basic understanding of network topology and physical infrastructure
• The Help Desk Workstation Administrator position provides Level 1 and 2 support for our 550+ seat digital animation studio, including but not limited to
• Computer security, including encryption and anti-virus updates
• Handle reimaging or redeployment of computer equipment
• Provide online assistance to employees working remotely
• Deploy and support end user systems, including but not limited to: desktop and laptop computers, printers, smartphones, tablets and assorted peripherals
• Utilize ticket tracking database to record help desk activities, software licenses and asset management
• Maintain accurate system inventory, making recommendations for repairs, upgrades and replacements
• Provide end user application and PC training
• Relevant certifications such as A+, Network+, or Security+; HDI; Microsoft certifications including MCSA, MCP, MCSE or similar certifications desired
• Extensive working knowledge of Windows 7,10, Office 2010, 2013,2016, interaction with Exchange and File servers
• Knowledge of WDS, imaging, sysprep
• Level 1 help desk administration support for our 600+ seat feature film animation Studio, including but not limited to
• First point of contact for incoming telephone calls and services requests received by telephone and email
• Familiarity with application, desktop and/or server virtualization
• Knowledge of VBScript, Jscript, PerlScript or Powershell
• Set up and operate audio and video equipment including microphones, sound speakers, projectors, video monitors, recording equipment, sound boards, and related electronic equipment for conferences and classes
• Performs intense troubleshooting and problem resolution for multiple locations and networks
• Responsible follow up on closed tickets to ensure customer satisfaction
• Can perform entry to first level support of computer hardware and software related issues
• Install and troubleshoot software remotely
• Supports activities assigned by the client services, infrastructure, SharePoint and other information systems groups
• Active Directory User Management administration via our user lifecycle process
• Systems provides IT support for our 24/7 Animation Studio. Flexible working hours and overtime are required, including early morning, late evening and some weekends to support maintenance and production cycles
• Strong knowledge of Windows XP, Windows 7, Windows 8, Windows 10
• Knowledge of Microsoft Office Suite (O365, Office 2007/2010)
• Basic knowledge of Active Directory / Exchange administration
• Systems provides IT support for a 24/7 Animation Studio: Flexible working hours and overtime required, including early morning, late evening and some weekends to support maintenance and production cycles

List of Typical Responsibilities For a Help Desk Administrator Resume

Responsibilities for senior help desk administrator resume.

• Analytic skills to determine root cause of issue and customer requests
• IT experience at a college help desk or for a small business
• Experience with personal computers, terminal, peripheral equipment and associated software repair, installation, configuration and system operation
• Related experience in help desk operations or customer service
• Experience in an IT Help Desk environment
• Computer related experience in a service organization
• Or the equivalent computer administration experience in a university, business or production environment. (For Administrator roles)

Responsibilities For Tier, Help Desk Administrator Resume

• Or the equivalent computer administration experience in a university, business or production environment (For Workstation Services roles)
• Support enforcement of security and technology policies
• Support IT projects and initiatives
• Documenting and updating company SharePoint site with best practices for business related applications. Make recommendations to improve user support and help desk operations to IT Management
• Maintain conference room computers, projectors and other facility related computer systems.,
• Interpret and log requests, inputting details into an in-house system, provide tracking and regular updates to the status of the request through to work completion status in line with Service Level Agreements (SLAs)
• Raise Purchase Requisitions/Orders in line with agreed parameters
• Collate accurate status reports as required

Responsibilities For IT Help Desk Administrator Level Resume

• Triage problems and determines whether the problem is caused by hardware such as a , computer, network device, printer, cables or telephone or other source
• Maintain corporate anti-virus software and encryption
• ITIL V3 Foundations Certification desired, DoD compliance 8570 applies
• Help Desk Institute (HDI) Certification (prefered)
• MacOS, IOS, Windows and Android OS administration (Mac + Windows)
• CentOS or Red Hat Linux distributions (Linux)
• Apple workstations and laptops; HP zSeries workstations
• GCSE’s or equivalent – Grade C in English and Maths

Responsibilities For Help Desk Administrator Specialist Resume

• Willingness to be involved in community activity
• Flexible and Adaptable; willingness to work rotational weekends and some holidays, and occasionally evenings. Provide 24hr call out when necessary
• IT Help Desk and System Admin support expertise (Tier 1/2, client side and infrastructure administration and maintenance)
• Demonstrated expertise in providing System Admin functions including basic Active Directory, user account management, backup system software, Citrix/VMware troubleshooting, device configuration (VoIP phones, printer, switch, router, VTC)
• Ensure network connectivity throughout LAN/WAN and telecommunication infrastructure

Responsibilities For Help Desk Administrator Contractor Resume

• Travel is required, approximately 10%
• Apple Mac mini, MacPro, MacBook Pro
• HP workstations and laptops
• Xerox and HP printers, scanners, faxes
• The technical aptitude (indicated on resume and supported by technical references) to deliver comprehensive technical support in a production environment
• Relate to and communicate with all levels of employees
• Excellent verbal and written communication skills. The ability to communicate effectively and accurately with management, systems administration team members, customers and vendors is a core job responsibility

Responsibilities For Windows / Linux Help Desk / Administrator Resume

• Serve as a representative of Blue Sky Studios, displaying courtesy, tact, consideration, teamwork and discretion in all interactions with other members of the Studio
• Technical aptitude, indicated on resume and supported by references
• The Systems department provides 24/7 support for some production critical systems. Flexible working hours are required, including occasional early mornings, late evenings and weekends
• Assists with defining requirements, recommending solutions and implementing desired solutions
• Some systems maintenance is scheduled for early morning, evening or weekend hours
• Installs, configures and maintains desktop imaging and deployment technology

Responsibilities For Help Desk Administrator Resume

• Monitors backups, application uptime and other key performance indicators
• Assists IT Specialists with network administration to include but not limited to administration of the following systems; Cisco Switches (Catalyst and Nexus) and Routers, Cisco CallManager, MPLS Networks, Firewalls and WAN Optimization Devices and Network Load Balancers
• Performs troubleshooting and escalates support issues as required
• Assists with installation, configuration, maintenance, and operation of new IT equipment
• Troubleshoots network, personal computer and server problems
• Performs Active Directory and Microsoft Exchange user administration
• Supports Vectrus standard software (JAMIS Financials, JAMIS E-Timecard, Infinium, Showcase, Microsoft Office, etc.)
• Provides on-call responses
• Wacom Intuos tablets

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

As a help desk specialist, you keep the company up and running by providing technical support. your role is to help both end-users and employees troubleshoot their issues with software or hardware. that is why help-desk professions are so important in any organization. do you want to take your resume to the next level check out this guide. we’ll help you create your own help desk resume with three customizable templates and insightful tips. let’s get started..

A help desk is an IT system and the main point of contact between a company and its users. It provides support for both its personnel and customers. Additionally, these systems include self-service resources such as articles and a community channel. They have a contact channel where users can request a help desk analyst to help them solve their issues with products. Employees can also talk to technicians if they need help with setup or networking issues. 

Help desk technicians must be proficient at troubleshooting and networking. These are two main things you should mention in your resume. You should also have excellent communication skills and logical thinking to resolve issues efficiently. 

According to the Bureau of Labor Statistics (BLS), the majority of entry-level computer support specialists have an associate degree in a computer science -related field. However, some employers will hire candidates with only a high-school diploma and relevant IT experience. You can also include relevant certifications in your resume to stand out. 

Most help desks work with support tickets to keep track of the volume of requests and prioritize those with higher urgency. As a help desk specialist, you can work on multiple bulks of tickets with a prioritization approach.

In this guide, we’ll discuss some of the different help desk roles and give you tips on how to optimize your resume. Take a look below to get more insights about each career.

Help Desk Resume Templates

Jump to a template:

• Help Desk Analyst
• Help Desk Technician
• IT Help Desk (Entry Level)

Jump to a resource:

• Keywords for Help Desk Resumes

Help Desk Resume Tips

• Action Verbs to Use
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 3: Help Desk Analyst Resume Example

Help desk analysts assist customers and employees with technical support via email or phone calls. They have a customer service role as well as an IT technician. That’s why it is vital to demonstrate outstanding interpersonal skills in your resume. Sometimes you will be talking to people who don’t have a technical background, so you must be patient and explicative.

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

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

   demonstrate your knowledge of help desk software..

Most help desk analysts work with specialized software like Jira to optimize operations. This type of software helps technicians with ticket prioritization and automation. Therefore, it is crucial to mention in your resume that you are familiar with these systems.

   Highlight your technical skills.

Some employers might overlook your educational background if you have the right skills and experience. That’s why it is important to put some effort into this section. Include skills like troubleshooting, networking, customer service, etc. It is vital to focus on your technical competencies.

Skills you can include on your Help Desk Analyst resume

Template 2 of 3: help desk technician resume example.

A help desk technician’s primary goal is to improve customer satisfaction by helping them resolve technical issues with the organization’s product. That’s why your resume should be tailored to the IT industry. They will also assist employees with technical queries. Another relevant help desk technician's responsibility is to educate employees on how to use machinery and software.

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

   indicate your familiarity with agile principles..

Most help desk technicians work with an Agile approach. This helps them reduce productivity leaks and encourages collaboration among team members and stakeholders. That’s why it is worth mentioning your knowledge of this system in your resume. Technicians who are familiar with Agile principles are generally more efficient.

   Mention your abilities to cooperate with teams.

As we mentioned earlier, help desk technicians often assist employees with technical support, but they must also help them understand how to use software and hardware responsibly. Therefore, collaboration and team work skills are competencies that you must highlight in your resume.

Skills you can include on your Help Desk Technician resume

Template 3 of 3: it help desk (entry level) resume example.

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.

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.

Skills you can include on your IT Help Desk (Entry Level) resume

We consulted with hiring managers from companies like IBM, Dell, and Accenture to gather their best tips for creating a winning help desk resume. The following tips will help you showcase your technical skills, customer service abilities, and problem-solving expertise to land your next help desk job.

   Highlight your technical skills

Employers want to see the specific technical skills you possess that are relevant to the help desk role. Include a 'Technical Skills' section on your resume and list the software, hardware, and systems you are proficient in.

• Proficient in Windows, macOS, and Linux operating systems
• Experienced with help desk software including Zendesk, Freshdesk, and ServiceNow
• Skilled in remote desktop tools such as TeamViewer and LogMeIn
• Knowledge of networking protocols including TCP/IP, DHCP, and DNS

   Emphasize your customer service experience

Help desk roles require excellent customer service skills. Highlight any customer service experience you have, even if it's not directly related to IT.

• Answered phones and responded to emails
• Helped customers with their problems

Instead, quantify your achievements and provide specific examples:

• Maintained a 95% customer satisfaction rating while handling 50+ support tickets per day
• Resolved complex technical issues for non-technical customers, resulting in a 20% reduction in escalations to higher-level support

   Show your problem-solving skills

Employers want to see that you can troubleshoot and solve complex technical problems. Use bullet points to describe specific examples of how you used your problem-solving skills to resolve issues.

• Diagnosed and resolved a recurring network connectivity issue, resulting in a 30% reduction in related support tickets
• Collaborated with cross-functional teams to identify and implement solutions to a critical system outage, minimizing downtime by 50%

   Tailor your resume to the job description

Customize your resume for each job application by using keywords from the job description. This will help your resume pass through applicant tracking systems (ATS) and grab the attention of hiring managers.

For example, if the job description mentions specific skills like 'ITIL' or 'Salesforce', make sure to include those keywords in your resume if you have those skills.

Experienced help desk professional with 3+ years of experience providing technical support for Windows and macOS systems. Skilled in ITIL best practices and experienced with Salesforce CRM. Achieved a 98% customer satisfaction rating and resolved over 500 support tickets per month.

   Include relevant certifications

Certifications demonstrate your expertise and commitment to your field. If you have any relevant certifications, such as CompTIA A+, ITIL, or HDI certifications, make sure to include them on your resume.

List your certifications in a separate 'Certifications' section or include them in your 'Education' section. For example:

• CompTIA A+ Certification, 2021
• ITIL Foundation Certification, 2020
• HDI Desktop Support Technician Certification, 2019

   Highlight your achievements

Use metrics and data to showcase your achievements and demonstrate your impact in previous roles. This will help you stand out from other candidates and show the value you can bring to the organization.

• Resolved customer issues in a timely manner
• Improved customer satisfaction scores

Instead, quantify your achievements:

• Consistently resolved customer issues within a 2-hour average response time, resulting in a 95% customer satisfaction rate
• Implemented a new ticketing system that increased first-call resolution rates by 20%
• Trained and mentored 5 new help desk technicians, resulting in a 30% increase in team productivity

Writing Your Help Desk Resume: Section By Section

  header, 1. put your name on the first line.

Your name should be the most prominent element in your header, making it easy for hiring managers to identify whose resume they're reviewing. Use a larger font size than the rest of your contact details.

• John Smith | 123 Main St, Anytown, CA | (555) 555-5555 | [email protected]

Instead, format your header with your name on its own line:

• John Smith 123 Main St, Anytown, CA | (555) 555-5555 | [email protected]

2. Include essential contact details

After your name, list your key contact details so employers can easily get in touch:

• Phone number
• Professional email address
• LinkedIn profile URL (optional)
• City and state of residence

John Smith (555) 555-5555 | [email protected] | linkedin.com/in/johnsmith | Seattle, WA

Including your full mailing address is no longer necessary. Listing your city and state is sufficient and protects your privacy.

3. Optionally include your target job title

While not required, you can include your target job title in your resume header to immediately communicate the role you're seeking. This helps busy hiring managers quickly understand your career goals.

Here's an example of a resume header that includes the target job title:

• John Smith IT Help Desk Specialist (555) 555-5555 | [email protected] | Seattle, WA

However, avoid listing multiple job titles or unrelated roles, as that may confuse hiring managers about your career focus.

  Summary

A resume summary is an optional section that highlights your most relevant qualifications for the job you're applying to. While it's not required, it can be a strategic way to provide additional context about your career goals and the value you'd bring to the role, especially if you're changing careers or industries. Avoid using an objective statement, which focuses on your own goals rather than how you can contribute to the company.

When writing a summary for a help desk position, focus on your technical skills, problem-solving abilities, and customer service experience. Keep it concise and avoid repeating information that's already included in other sections of your resume.

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

1. Highlight your technical expertise

Employers hiring for help desk roles are looking for candidates with a strong foundation in technical support and troubleshooting. In your summary, showcase your proficiency in the specific technologies, software, and systems relevant to the position.

For example, instead of using a generic statement like this:

• Experienced IT professional with a background in technical support

Provide specific details about your technical skills:

• Help desk professional with 5+ years of experience troubleshooting Windows, Mac, and Linux operating systems, as well as network connectivity issues and software installation

By highlighting your technical expertise upfront, you'll demonstrate to hiring managers that you have the necessary skills to excel in the role.

To ensure your resume includes the right technical skills and keywords, try using Targeted Resume . This tool analyzes your resume against a specific job description and provides feedback on how well your qualifications align with the requirements.

2. Emphasize your customer service skills

In addition to technical expertise, help desk positions require strong communication and customer service skills. Use your summary to showcase your ability to interact with users, explain complex technical concepts in simple terms, and provide patient, empathetic support.

Help desk technician with a proven track record of providing exceptional customer service and resolving complex technical issues. Skilled in active listening, clear communication, and maintaining a positive attitude under pressure. Committed to delivering timely, effective solutions to ensure user satisfaction and productivity.

By emphasizing your customer service skills, you'll show hiring managers that you have the interpersonal abilities necessary to succeed in a help desk role.

Avoid using generic soft skill buzzwords like "team player" or "strong communicator" in your summary. Instead, provide specific examples or metrics that demonstrate your customer service abilities, such as consistently maintaining high user satisfaction ratings or successfully resolving a high volume of tickets.

3. Tailor your summary to the specific role

To make your summary more impactful, customize it to the specific help desk position you're applying for. Review the job description carefully and identify the key skills, technologies, and experience the employer is seeking.

For example, if the job description emphasizes experience with a particular ticketing system or customer relationship management (CRM) software, make sure to highlight your proficiency with those tools in your summary:

• Experienced help desk technician with expertise in using Zendesk and Salesforce to efficiently manage and resolve customer support tickets

By tailoring your summary to the specific requirements of the role, you'll demonstrate to hiring managers that you're a strong fit for the position and increase your chances of landing an interview.

After tailoring your resume to the job description, use Score My Resume to get instant feedback on how well your resume matches the key criteria hiring managers look for. This tool analyzes your resume on over 30 essential factors and provides personalized suggestions for improvement.

  Experience

Your work experience section is the most important part of your resume as a help desk professional. It's where you show hiring managers how you've applied your technical skills and knowledge to solve problems, support customers, and contribute to your team's success. In this section, we'll break down the key steps to writing a compelling work experience section that will catch the attention of hiring managers.

1. Focus on your help desk achievements

When describing your work experience, don't just list your day-to-day responsibilities. Instead, focus on your key achievements and the impact you made in each role. Use specific examples and metrics to quantify your successes.

For instance, instead of writing something generic like this:

• Responded to customer inquiries and resolved technical issues
• Collaborated with team members to improve support processes

Highlight your achievements with specific details and numbers:

• Maintained a 95% customer satisfaction rating by promptly addressing and resolving an average of 50+ support tickets per day
• Implemented a new ticketing system that reduced average resolution time by 30%, improving team efficiency and customer satisfaction

2. Highlight your technical skills and tools

As a help desk professional, your technical skills and knowledge of specific tools are crucial to your success. Make sure to showcase your expertise by mentioning the specific technologies, systems, and tools you've worked with in each role.

For example:

• Proficient in troubleshooting hardware, software, and network issues across Windows, macOS, and Linux environments
• Experienced in using ticketing systems like Zendesk, Freshdesk, and JIRA to manage and track support requests
• Skilled in remote support tools such as TeamViewer, LogMeIn, and Bomgar for efficient issue resolution

Developed and maintained comprehensive knowledge base articles using Confluence, reducing ticket volume by 20% and empowering customers to find solutions independently.

3. Show your career progression

Hiring managers love to see candidates who have grown and advanced in their careers. If you've been promoted or taken on additional responsibilities within your help desk roles, make sure to highlight that progression in your work experience section.

For instance:

• Promoted from Help Desk Technician to Senior Help Desk Analyst within 18 months, based on strong performance and technical expertise
• Took on additional responsibilities as a Team Lead, mentoring and training 5 junior help desk staff members

By showcasing your career growth, you demonstrate your ability to learn, adapt, and take on new challenges – qualities that are highly valued in the fast-paced world of help desk support.

  Education

The education section of your help desk resume should be concise and highlight your most relevant qualifications. It's important to format this section correctly and include the right information to showcase your skills and knowledge. Here are some tips to help you write an effective education section on your help desk resume.

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

If you've recently graduated or have limited work experience, place your education section above your work history. This will draw attention to your academic achievements and relevant coursework.

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: May 2022 Relevant Coursework: Network Administration Database Management IT Service Management

2. Include relevant certifications

Help desk positions often require specific certifications. If you have earned any relevant certifications, include them in your education section or create a separate 'Certifications' section.

Relevant certifications for help desk roles include:

• ITIL Foundation
• Microsoft Certified Solutions Associate (MCSA)

Here's an example of how to list certifications:

Certifications: CompTIA A+ (2021) ITIL Foundation (2020)

3. Keep it concise if you're a senior professional

If you have extensive work experience in help desk roles, your education section should be brief. Include your degree, university name, and graduation year (optional).

Senior help desk professionals should avoid:

• Listing irrelevant or outdated degrees
• Including graduation dates that may lead to age discrimination
• Mentioning high school education

Instead, keep it simple:

Bachelor of Science in Information Technology University of Texas at Austin

Action Verbs For Help Desk Resumes

Help desk analysts must possess excellent communication skills and be extremely reliable. To demonstrate this in your resume, it is important to use the right language. You can streamline your resume by adding bullet points to your work history and describing your experience and achievements. 

These bullet points should start with strong action verbs that accurately describe your experience. Action verbs provide trustworthiness and improve readability, so this is an excellent way to impress your potential employer.

• Streamlined
• Interpreted
• Troubleshooted
• Strengthened

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

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

Action Verbs for Help Desk Resumes

Skills for help desk resumes.

As a help desk analyst, you must have a combination of technical support and customer service skills, since you’ll be working with people. You must have analytic thinking, attention to detail, patience, and team working skills. These are traits that you should highlight in your resume.

The skills section is very important for a help desk specialist's resume, so you should spend some research in advance. Try to find related job posts and find opportunities for skills that you can add. This way, your resume has better chances of getting past applicant tracking systems and it’s more relevant for your potential employer. 

• Technical Support
• Troubleshooting
• Active Directory
• Computer Hardware
• Help Desk Support
• Windows Server
• Customer Service
• Operating Systems

Service Desk

• Microsoft Access
• Printer Support
• Remote Desktop
• Software Installation
• Information Technology
• System Administration
• Computer Repair
• Microsoft Exchange
• Network Administration
• Computer Hardware Troubleshooting

How To Write Your Skills Section On a Help Desk Resumes

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

Skills Word Cloud For Help Desk Resumes

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

How to use these skills?

Other administrative resumes, desktop support.

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Help Desk Resume Guide

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• Help Desk Analyst Resume Example
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• IT Help Desk (Entry Level) Resume Example
• Tips for Help Desk Resumes
• Skills and Keywords to Add
• All Resume Examples
• Help Desk CV Examples
• Help Desk Cover Letter
• Help Desk Interview Guide
• Explore Alternative and Similar Careers

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• Career Blog

Help Desk Support Resume: Examples and Best Practices

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

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

Key Elements of a Help Desk Support Resume

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

A. Contact Information

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

B. Summary Statement/Objective Statement

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

C. Relevant Skills and Qualifications

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

D. Work Experience

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

E. Education and Certifications

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

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

Best Practices for Writing a Help Desk Support Resume

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

A. Tailor Your Resume to the Job

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

B. Use Keywords and Phrases from the Job Posting

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

C. Highlight Your Achievements and Responsibilities

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

D. Keep it Brief and to the Point

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

E. Use Action Verbs and Quantify Your Achievements

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

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

Examples of Help Desk Support Resumes

Sample help desk support resume #1.

Name: John Doe

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

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

Experience:

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

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

Sample Help Desk Support Resume #2

Name: Jane Smith

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

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

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

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

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

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

Sample Help Desk Support Resume #3

Name: Mike Johnson

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

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

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

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

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

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

Tips for Crafting a Stand-Out Resume Summary

A. Importance of a Strong Resume Summary

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

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

B. Examples of Effective Resume Summaries

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

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

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

C. Tips for Writing an Effective Resume Summary

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

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

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

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

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

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

Common Mistakes to Avoid in Help Desk Support Resumes

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

A. Generic Resumes that Lack Details

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

B. Typos and Grammatical Errors

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

C. Including Irrelevant Information

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

D. Exaggerating Accomplishments and Skills

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

Help Desk Support Resume Template and Format

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

A. Proper Formatting of a Help Desk Support Resume

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

• Contact Information
• Objective Statement
• Professional Summary
• Certifications

Technical Skills

• Professional Experience

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

B. Recommended Font, Margins, and Spacing

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

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

C. Resume Templates for Help Desk Support Professionals

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

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

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

How to Showcase Soft Skills in a Help Desk Support Resume

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

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

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

B. Examples of Relevant Soft Skills

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

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

C. Tips for Highlighting Soft Skills in Your Resume

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

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

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

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

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

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

Qualifications and Certifications to Include in Your Help Desk Support Resume

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

A. Relevant Qualifications for Help Desk Support Professionals

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

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

B. IT Certifications for Help Desk Support Professionals

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

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

C. Tips for Highlighting Your Certifications and Qualifications

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

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

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

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

A. how applicant tracking systems work.

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

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

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

B. Best Practices for Optimizing for Applicant Tracking Systems

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

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

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

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

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

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

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

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

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

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

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

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

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

Hardware Skills

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

Software Skills

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

Network and Security Skills

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

Remote Support Tools

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

Mobile Devices and Applications

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

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

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

Build your resume in 15 minutes, help desk administrator: resume samples & writing guide, virginia vaughn, employment history.

• Assist with software development research and development
• Resolve customer complaints and inquiries
• Monitor software development trends
• Develop and maintain software development standards
• Perform software development maintenance and upgrades
• Test and debug software applications
• Implement software development processes and procedures
• Troubleshoot software development issues

Do you already have a resume? Use our PDF converter and edit your resume.

• Analyze software development requirements and design specifications
• Train users on software development applications
• Maintain software development databases
• Provide technical support to software developers
• Respond to customer inquiries and requests

Norman Anderson

• Create and maintain software development documentation

Bernie Hall

• Monitor software development projects and progress

Danny Miller

Professional summary.

Not in love with this template? Browse our full library of resume templates

Table of Content

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

help desk administrator Job Descriptions; Explained

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

help desk administrator

• Create and manage Office 365 accounts as well as distribute licenses.
• Create and manage users on the Active Directory and relevant remote desktop applications.
• Manage and migrate users onto the domain.
• Assess and solve tickets on I.T Help Desk & escalate if necessary.
• Resetting passwords of users (both O365 & AD).
•  Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Oversee the daily performance of computer systems. 
• Creating external tickets with companies such as Dell or Microsoft to solve issues.
• Archiving users.
• Delegating accounts.
• Standard troubleshooting.
• Remotely assisting users.

help desk administrator Job Skills

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

How to include technical skills in your resume:

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

• Software Troubleshooting
• Programming
• Algorithm Development
• Linux Administration
• Cloud Computing
• Operating Systems
• Software Installation
• System Administration
• Data Structures
• Web Development
• Mobile Development
• Agile Methodology
• Quality Assurance
• User Interface Design
• Database Management.

How to include soft skills in your resume:

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

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

How to Improve Your help desk administrator Resume

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

Quinn Nelson

Unexplained year gaps and missing job experiences are a no-no, gaps in your resume can prevent recruiters from hiring you if you don't explain them..

• It's okay to have gaps in your work experience but always offer a valid explanation instead of just hiding it.
• Use the gap to talk about positive attributes or additional skills you've learned.
• Be honest and straightforward about the gap and explain it using a professional summary.

How to Optimize Your help desk administrator Resume

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

Marcus Foster

• Developd and maintian softwre developement standards
• Assit with softwre developement research and developement
• Provide technicall suport to softwre developers
• Analise software development requirements and design specifications
• Test and debugg software applications
• Respondd to customer inquiries and requestss
• Respond too customer inquirys and requests
• Monitor softwear development trends
• Assist with softwear development research an development

Avoid Spelling Mistakes and Include your Contact Information

Missing contact information prevents recruiters from understanding you're the best fit for the position..

• Make sure you're not missing contact information on your resume. That should include your full name, telephone number and email address.
• Make sure to use a professional email address as part of your contact information.
• Highlight your contact information and double check that everything is accurate to help recruiters get in touch with you.

help desk administrator Cover Letter Example

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

Greetings Apple Recruitment Team

I am writing to express my interest in the Senior Help Desk Administrator role at Apple. As a Help Desk Administrator with 2 years of experience in Software Development, I am confident that I have the necessary skills and expertise to succeed in this position.

As someone who has always been curious and eager to learn, I have pursued my education and gained experience in areas like Web Development to develop my skills in my work. This experience has given me the opportunity to lead major projects and provide my input in diverse areas, which have helped me gain a deeper understanding of the industry. I am excited to bring my passion and expertise to the role at this company and work towards achieving your organization's goals.

Thank you for considering my application for the Senior Help Desk Administrator position. I hope you will allow me to show you what I am capable of bringing to your organization and how we can work together to make an impact on the industry.

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

Related Resumes & Cover Letters

Contemporary

Professional

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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

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

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

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

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

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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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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Service Desk Administrator Resume Samples

A Service Desk Administrator is responsible for providing a friendly and professional point of contact for customers for any queries, and concerns. The job description included on the Service Desk Administrator Resume is – handling incoming calls and managing outgoing calls as required, liaising with wider team members to ensure the best resolution, providing support to the company’s clients; ensuring a pleasant customer experience, diagnosing and solving customer issues, managing customer accounts, doing network repairs, taking incoming phone calls, and finding ways to improve support procedures.

Successful sample resumes mention the following core skills – customer service skills, patience, problem-solving skills, telephone etiquette, teamwork, troubleshooting skills, huge knowledge of managing an IT service desk , and familiarity with network and infrastructure. Employers pick resumes mentioning a degree and customer service experience.

• Resume Samples
• Administrative
• Service Desk Administrator

Service Desk Administrator Resume

Summary : Results driven individual with 6 years' experience of end user support in a corporate IT environment. I possess strong leadership, team building and problem solving expertise. High energy with highly strong communication and problem solving skills, combined with excellent customer service. I have a proven ability to manage projects from planning and execution through completion.

Skills : Hardware Support, Software Support, Windows XP/Vista/7/8, Asset Management, Systems Administrator, Linux, DMRO, End User Support, Active Directory, Group Policy, Information Assurance, Network Support.

Description :

• Primary supported and interfaced with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner.
• Provided telephone customer support for incoming and follow up calls used for initial troubleshooting.
• Required to work for 12 hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets.
• Ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.
• Assisted and supported the call center service desk techs by triaging clients' ticketing systems.
• Oversaw all of the requests and issues from end users.
• Provided great customer service over the phone, e-mail, and the ticketing system.

Summary : Enthusiastic and knowledgeable young man looking to obtain a Level I/II position in the I.T. field that will allow me to demonstrate my technical knowledge and to further my experience. I have an ever-growing understanding of technical issues, strong time-management skills, and am a critical thinker.

Skills : Microsoft Office, Typing, Inventory Management, Phones.

• Assisted the IMO with daily functions of computer, network and software management for the site and all users.
• Provided immediate response to all customers who come to the Service Desk.
• Troubleshoot Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007.
• Troubleshoot all other site authorized software with IMOs and users.
• Created logon and email accounts using Microsoft Exchange Server and User Manager.
• Used VMware to simulate client machines to use in testing and in diagnosing customer problems.
• Monitored the backlog and managing the tickets in the queues.

Objective : As a Service Desk Administrator, responsible for Following documented processes, procedures, and changes within the IT environment, assessing, inventory and potential changes to existing policies and procedures, Attending planning sessions, status meetings, and collaboration discussions within IT and other departments within the organization, Monitoring and evaluating end-user systems and recommends solutions for problem prevention.

Skills : Microsoft Office, QA Engineering, Network Administration, Computer Repair, Microsoft Windows XP, 7, 8, 10, Automated Testing With Selenium.

• Received multiple calls to fix proprietary software used in the client base with include customers such as Amtrak.
• Currently involved with the day-to-day calls to the service desk and have to constantly monitor trains sets.
• Monitored tools for faults or trends in train sets.
• Remotely resolved issues on Linux routers and other systems.
• Created and updated tickets to ensure accurate information is recorded in the ticket system.
• Acted as a point of contact for customers, train conductors, and others users.
• Worked closely with field service technicians to resolve on-site issues within SLAs.

Headline : Service Desk Administrator is responsible for maintaining awareness of inventory and managing assets through reporting mechanisms, Recommending changes where appropriate, Applying system analysis techniques and procedures to reinforce secure, automated solutions, Keeping management abreast of the state of workstations, applications, and key systems through the use of automated reports and monitoring solutions.

Skills : Monitoring Skills, Troubleshooting.

• Configured firewalls, routers, and some Cisco switches.
• Trained Information Management Officers in daily tasks to further smoothen daily workflow.
• Included timely response to e-mail and web form issues submitted to the Service Desk and Admin queues.
• Evaluated customer issues and assign to appropriate specialty customer service associate.
• Created and managed Active Directory, Exchange 2007/2010, Lotus Notes, AS400 accounts, and knowledge base articles.
• Supported and troubleshoot difficult issues that floor technicians are unable to resolve.
• Responded to tickets within an average of 3 minutes Triaged an average of 1,500 - 2,000 tickets a month Created a workflow for ticket efficiency.

Objective : As a Service Desk Administrator, responsible for Receiving (via phone, email, IM, ticket, or in-person), prioritizing, documenting, and actively resolving user help requests, Problem resolution may involve the use of diagnostic and help request tracking tools, and require that the individual give in-person, hands-on help at the desktop level.

Skills : Problem Solving Skills, Installing Skills.

• Worked primarily as the Service Desk Administrator Team Lead, I was also responsible for multiple projects to assist with the constant update of the FOB outside of Kandahar in Afghanistan.
• Created new users and assigned permissions in Windows Server 2008 using Active Directory and Microsoft Exchange.
• Monitored NIPR, SIPR, and Centrix networks to make sure that all PCs were up to date with patches.
• Pushed out mandatory updates to the FOB if updates were not installed by end-users by the given date.
• Managed a team of 6 for daily activities and up to 20 for specific projects.
• Used Remedy to submit tickets and monitor issues in progress.
• Responsible for document uploading and permissions for users.

Objective : Service Desk Administrator with experience utilizing Waterfall and Scrum (Agile) methodologies and processes to implement in-house applications, apply security enhancements, and deploy infrastructure solutions, Developing project plan to upgrade corporate data center servers to the latest version of AIX and Red Hat Enterprise Linux.

Skills : Solder Repair, Computer Repair, Network Repair, Linux Systems Setup, Server Setup.

• Responsible for the training of new admins on all aspects of the job and expectations.
• Managed Remote Access to systems including but not limited to RSA hard token and WebVPN access.
• Supported approximately 25 accounts including but not limited to in-depth troubleshooting with desktops, laptops and server support, account administration, Virtual Desktop resets/rebuilds and password resets/unlocks.
• Assisted Level II Administrators with their duties including but not limited to Active Directory group administration, processing of New Hire, Termination and Attribute Changes, and File Share requests.
• Worked with multiple ticketing systems including but not limited to Remedy, Clarify, Service-Now and USD.
• Responsible for the training of new agents on all aspects of the job and expectations.
• Ensured smooth shift transitions through effective communication with other After Hours agents and members of dedicated groups.

Summary : Highly motived, team oriented Information Technology professional, with expertise in many fields. These fields include Network Administration, Systems Administration, Information Systems Security, Information Assurance, and Service Desk. Extensive experience providing Tier II/III Service Desk support with strict adherence to Service Level Agreement (SLA) between organization and client.

Skills : Inventory Management, Purchasing Management, Microsoft Office, Safety Board Committee Member, Employee Recognition Committee Member.

• Provided 24/7 network monitoring and internal help desk support with a staff of 26 across two locations Acted as a front-line interface to customers, accepting trouble reports documenting and dispatching them to appropriate personnel or subject matter expert.
• Trained team members and external stakeholders on operating procedures and proprietary software.
• Participated in interviews and the new hire selection process Acted as the senior customer service liaison between OSD and all levels of stakeholders Participated in daily briefs for all three programs with all levels of management Monitored internal and external maintenance for all three programs Monitored the TSA/DHS network utilizing Netcool and Solar Winds.
• Provided fault isolation and escalation during higher severity events.
• Managed operational libraries, filing systems and databases.
• Reactively performed standard troubleshooting procedures Created, tracked and resolved Remedy trouble tickets and service requests.
• Interacted with airline carriers, technical support and other outside entities to report events and provide documented resolutions.

Summary : More than 15 years of experience in information technology with a broad scope of technical experience to include end-user support, network and server management, project management, custom application support, database design and development, SharePoint design and development, supervising, and large group training.

Skills : Windows Server 2008/2012, Hyper-v, VPN, Remote Desktop, Microsoft Exchange, Microsoft Windows, Microsoft Office, Active Directory, Linux, Unix, VMWare.

• Monitored all systems, servers, applications, and network connectivity within the production environment.
• Provided Tier I Service Desk Network Operations Center (NOC) support for monitoring customer data networks.
• Detected errors, problems, or other events which might inhibit or prevent all programs from carrying out their business functions.
• Taken action to correct problems and errors once found Escalate problems to the appropriate parties in order to facilitate rapid and accurate analysis and correction of the error.
• Reported outages, incidents, and events that occur in the production environment.
• Provided fault isolation, remote troubleshooting, and document trouble reports utilizing the Remedy Ticketing system.
• Communicated with different structural groups in person and via bridge calls to troubleshoot various applications and servers.

Summary : As a Service Desk Administrator, responsible for Verifying that all requests received by service desk staff are acted upon promptly and thoroughly, Overseeing all software development projects including software quality assurance, testing activities, and release planning,  and also Ensuring that all new service requests are passed through a cycle of escalation (e.g., initial contact with the customer about request/problem) before being escalated to.

Skills : Customer Service, IT Security.

• Managed the support operations team to ensure that all of the companys IT resources are available for customer needs. This includes coordinating with customers, vendors, partners, and internal resources to ensure that all resources are available for customer needs.
• Managed the escalation process for escalated issues as well as resolution processes.
• Developed and maintained a Service Desk ticketing system.
• Supported IT security policies and procedures.
• Maintained an up-to-date knowledge base on current threat levels.
• Provided technical support through telephone and email while providing technical advice to other departments in the organization.
• Developed written documentation and documentation specifications that are used by all departments to track, document, and manage their services.

Objective : Seeking the opportunity where I can grow professionally and personally with a company that will allow me to fully utilize my communication, computer program, organizational, and problem-solving skills which will benefit the organization. Also where I can utilize proven people-oriented skills to develop and promote a positive work environment as well as my customer service, bookkeeping, personal, clerical, and general office skills will contribute to greater office efficiency and productivity.

Skills : Administrative Skills, Service Desk.

• Created, routed, and maintained incident records (tickets) within a Call Management system.
• Managed remote application installations through SCCM and kept track of licensing information.
• Troubleshoot various technical issues, software installs AD account creations.
• Documented pertinent info and forward Remedy tickets to proper dept.
• Vetting proper paperwork to permit access to government information systems.
• Experienced working with separate enclaves (NIPR/SIPR/CENTRIX) and CDV mitigation.
• Defined service desk policies such as escalation procedures, acceptable usage policies, etc.

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Help Desk Technician Resume Samples

The guide to resume tailoring.

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

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

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

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

15 Help Desk Technician resume templates

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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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