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Looking for an IT Help Desk resume?

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

IT help desk is an important part of any organization.

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

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

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

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

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

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

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

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

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

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

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

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

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

Pick the Right IT Help Desk Resume Format

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

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

[ Back to Table of Content ]

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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


IT Help Desk Resume: Personal Information

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

An ideal personal information section should contain the following:

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

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

  • LinkedIn profile link
  • Link to an online portfolio

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

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


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

IT Help Desk Resume: Profile Title

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

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

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

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

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


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

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

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

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

STAR Format

  • Frame Points

Bucketing & Bolding

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

STAR refers to:

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

Framing Points

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

Well, the answer is simple!

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

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

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

IT Help Desk Resume Example 1

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

IT Help Desk Resume Example 2

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

Framing Points: Analysis

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

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

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

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

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

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

Bucketing & Bolding: Analysis

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

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

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

IT help desk resume sample for Professional Experience

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


IT Help Desk Resume Keywords

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

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

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

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

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

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

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

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

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

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

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

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


IT Help Desk Resume: Certifications

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

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

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

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

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


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

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

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

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

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

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


IT Help Desk Resume Summary

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

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

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

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

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

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


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

IT Help Desk Resume Objective

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

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

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

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

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

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

Resume Review & Free Resume Templates

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

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

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

Online Resume Builder for Your Resume

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

  • JD-resume matcher
  • Intuitive text recommendations
  • 100+ pre-filled resume templates
  • 25+ resume designs
  • Full rich-text editor
  • 1-click design change
  • A sharable link
  • LIVE resume Score
  • LIVE resume editor
  • Option to save unlimited resumes

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

Key Takeaways

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

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

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

it help desk resume bullet points

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it help desk resume bullet points

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

5 Help Desk Resume Examples & Guide for 2024

Customize this resume with ease using our seamless online resume builder.

All resume examples in this guide

it help desk resume bullet points

Desktop Support

it help desk resume bullet points

Help Desk Manager

it help desk resume bullet points

Service Desk Manager

it help desk resume bullet points

Technical Support Manager

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

Help Desk resume example

The customer is king.

But as a help desk…

You’re the king of customer service.

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

Your work extends way beyond solving simple technical problems.

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

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


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

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

But to land the job you want:

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

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

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

Let’s get started.

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

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

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

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

Therefore, you must remain strategic in your approach.

First of all:

You need to pick a proper layout for your resume .

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

Here are your two options:

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

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

You need to be different from everyone else.

Think about it for a second…

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

Why do you think is that?

Two reasons:

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

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

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

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

Best sections for a help desk resume

  • Certifications

What recruiters want to see in a help desk resume

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

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

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

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

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

So, where do you begin?

It's simple.

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

  • Email address

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

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

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

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

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

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

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

Let's look at a couple of examples:

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

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

But how do you prove any of that?

Well… it's quite simple!

Show that you've done it all before.

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

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

1- List your experience in chronological order.

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

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

2- Be specific.

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

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

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

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

But more importantly:

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

3- Quantify your achievements.

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

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

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

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

Check out this example:

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

Nobody likes buzzwords , especially not hiring managers.

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

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

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

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

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

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

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

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

But here’s the thing:

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

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

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

  • Soft skills
  • Technical skills

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

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

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

On the other hand:

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

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

So, by this point…

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

To do that, you should:

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

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

Most sought-after technical skills for help desk resume

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

Best soft skills to showcase in your help desk resume

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

Key Takeaways

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

Help Desk resume examples

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

Desktop Support Resume Example

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

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

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

Help Desk Manager Resume Example

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

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

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

Service Desk Manager Resume Example

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

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

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

Technical Support Manager Resume Example

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

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

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

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5 Help Desk Resume Examples Built to Work in 2024 

Stephen Greet

Help Desk Resume

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

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

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

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

or download as PDF

Help desk resume example with 9 years of experience

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

Entry level help desk resume example with retail cashier experience

  • 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

Help desk analyst resume example with 6 years of experience

  • 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

IT help desk resume example with 10 years of experience

  • 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

Help desk technician resume example with 11 years of experience

  • 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

Job seeker stands with hands in air, questioning how to fill out job materials

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

it help desk resume bullet points

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

Hiring Manager for IT Help Desk (Entry Level) Roles

IT Help Desk (Entry Level) Resume Template

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

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

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Recruiter Insight: Why this resume works in 2022

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

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

Include volunteering experience in IT. - IT Help Desk (Entry Level) Resume

   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.

Highlight projects in which you used your transferrable skills. - IT Help Desk (Entry Level) Resume

IT Support Specialist Resume Sample

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

  • IT Help Desk (Entry Level) Resume Tips

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

   Highlight your customer service skills

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

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

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

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

   Showcase your technical troubleshooting abilities

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

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

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

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

   Include relevant certifications and training

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

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

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

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

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

   Emphasize your communication skills

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

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

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

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

   Showcase your problem-solving skills

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

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

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

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

   Tailor your resume to the job description

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

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

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

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

Skills For IT Help Desk (Entry Level) Resumes

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

  • Active Directory

Service Desk

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

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

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

Top IT Help Desk (Entry Level) Skills and Keywords to Include On Your Resume

How to use these skills?

Similar resume templates, desktop support.

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

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IT Help Desk (Entry Level) Resumes

  • Template #1: IT Help Desk (Entry Level)
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IT Service Desk Resume Sample

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Work Experience

  • Monitor SLA's & operational KPI’s, liaising with internal and external support functions and taking responsibility for customer communication when major incidents occur
  • Balance and manage competing high priority work demands
  • Manages the day-to-day responsibilities of a team of professionals providing first level business systems support
  • Serves as key incident escalation point for critical or high severity issues and provides regular process review with an eye to process improvement
  • Manages daily IT operations, such as back office nightly job streams, production/test server and network infrastructure, enterprise application systems and critical incident management by establishing priorities, developing standards and setting schedules and deadlines
  • Develops operational procedures and provides guidance and leadership to analysts in adopting standard operating procedures necessary for the day-to-day maintenance and incident response methodologies (identification, triage, troubleshoot, escalate, close)
  • Develops solutions and roadmaps for monitoring the various systems that constitute the operating environment and leverages telemetry to monitor health, performance and availability of systems
  • Builds relationships with all supported customers and service providers (internal and external) and acts as a liaison to identify opportunities and challenges and implement solutions
  • Understands and adheres to the current escalation and critical situation management process
  • Responsible for the internal and external communication of issues to management, other internal support groups and the customers via all appropriate avenues
  • Acts as a communication channel with regards to customer interaction as required ensuring clients are updated on critical issues
  • Develops in-depth understanding of transaction message flow and the different types of exceptions that result in business impact
  • Represents the Service Desk team in relevant meetings; Change and Problem Advisory Board
  • Works independently to triage multiple simultaneous issues and manage all to effective resolution
  • Ensures software-licensing requirements are fulfilled according to company policy
  • Demonstrated history of successfully providing excellent customer service 5+ years of Service Desk, Support Center or Network Operations Center (NOC)
  • Measures overall support effectiveness, quality of work and continuous improvement through metrics
  • Generates management reports and provides insight into system availability, service level agreements, uptime, average ticket resolution time
  • Provides management and leadership to team members including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
  • Assists the Director in developing and managing short to longer term tactical and strategic support initiatives to meet the operational and continuity needs of Hub Group IT and its customers
  • Represents the team on cross-functional projects and ensures timely completion of agreed deliverables
  • Manages team workload; ensures all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensures all incidents and problems have root cause identified where possible
  • Reviews and identifies common problem areas that require focus and assign tasks accordingly
  • Works with appropriate groups to administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures
  • Provides Operations and Support perspective in the adoption of new technologies and the implementation of new software

Professional Skills

  • Strong communication and incident/conflict resolution skills Strong analytical skills and sound decision-making abilities
  • Strong project and resource management skills and experience managing both onshore and offshore staff
  • Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles
  • Work experience appreciated Strong Windows OS and MS Office skills
  • Strong organizational skills with the ability to prioritize multiple tasks with high quality results
  • Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certifications and experience
  • Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certification and experience

How to write IT Service Desk Resume

IT Service Desk role is responsible for customer, troubleshooting, technical, interpersonal, analytical, hardware, software, organizational, training, windows. To write great resume for it service desk job, your resume must include:

  • Your contact information
  • Work experience
  • Skill listing

Contact Information For IT Service Desk Resume

The section contact information is important in your it service desk 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 IT Service Desk Resume

The section work experience is an essential part of your it service desk 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 it service desk responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it service desk position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative IT Service Desk resume experience can include:

  • Effective and professional verbal and written communication skills and solid presentation skills
  • Excellent communication and interpersonal skills, an effective net
  • Good organisational skills, an ability to multi-task and prioritise your own workload
  • Strong knowledge of infrastructure components as it relates to Voice/Data networks Problem solving, judgment, mentoring, and decision-making skills
  • Analyze hardware, software, and network problems using diagnostic tools, troubleshooting procedures, and excellent analytic skills
  • Excellent written and verbal communication skills and a commitment to exceptional customer service and support

Education on an IT Service Desk Resume

Make sure to make education a priority on your it service desk resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it service desk 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 IT Service Desk Resume

When listing skills on your it service desk 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 it service desk skills:

  • Good customer service skills. Able to maintain a good rapport with customers, ensuring timely updates around incident diagnosis or project activities
  • Proven analytical and problem-solving, technical and writing skills with a professional demeanor and good business acumen
  • Related experience including supervisory experience or a combination of education, training and progressive work experience
  • Excellent team working skills, ability to communicate well with others and share ideas as well as knowledge for the benefit of the team
  • Strong planning and organisational skills to enable proactive management of calls
  • Proven technical troubleshooting skills to work with Service Desk team and resolve issues

List of Typical Experience For an IT Service Desk Resume

Experience for manager, it service desk resume.

  • Exceptional skills in providing exceptional customer experience. Knowledge of customer services industry and best practices
  • Proven experience providing support in a Microsoft Office 365 and Active Directory environment
  • Three years or more of proven leadership experience in an IT customer support capacity is required
  • Excellent time management and ability to prioritize tasks efficiently
  • Demonstrate sound business understanding and demonstrate ability to see "the big picture"
  • Effective prioritization of roles and responsibilities

Experience For IT Service Desk Supervisor Resume

  • Analytical ability to deal effectively with a wide range of problems across multiple vendor hardware and software systems
  • Skills in verbal and written communication to analyze, interpret, and address customer needs
  • Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules
  • Experience working with and implementing ITIL based processes
  • Experience configuring and deploying one or more help desk platforms is highly desirable
  • Experience managing a diverse and decentralized team 3+ years of supervisory/managing in an IT environment

Experience For IT Service Desk Coordinator Resume

  • Meets or exceeds service expectations through effective communication, listening and problem-solving techniques. Ensures I/S
  • Experience supporting cloud computing
  • Good working knowledge of other cloud computing services
  • Experience working in multi-location environment and supporting WAN/LAN infrastructure
  • Basic skill troubleshooting and resolving technical problems
  • Team-oriented and skilled at working in and promoting a collaborative environment
  • Experience in deploying and supporting endpoint security and asset management software
  • Experience with monitoring tools such as WUG, SolarWinds, or similar tools
  • Experience with ServiceNow or other ITIL-based ticketing and workflow management systems is required

Experience For IT Service Desk Engineer Resume

  • Conducts training sessions for less experienced staff and special projects
  • Experience in Microsoft OS (WinXP, 7, 2000 Server), Service Desk Systems, User Support Activities, Network equipment, phone equipment, printing equipment
  • Strategic thinker with experience of of developing a framework to manage a multi-vendor environment
  • Prioritizes internal user requests depending on the severity level
  • Experience in PC Operating Systems and application productivity suites
  • Strong technical background with a problem-solving attitude
  • Experience in managing a global service desk team

Experience For IT Service Desk Agent Resume

  • Experience in supporting Windows and Mac systems
  • Experience in managing various mobile devices and mobile device management software
  • Previous experience providing customer services (not necessarily support) over the telephone
  • We believe that international experiences are essential to a 21st century education
  • Record, prioritise, assign and manage all requests and incidents made to the IT Service Desk
  • Educated to at least BTEC National Diploma level or 3 years IT Support experience
  • Prioritize the attention given to cases in the queue

Experience For It-service Desk Analyst Resume

  • Give experienced support for Branch/Departmental Customers and technical expertise to coworkers
  • Evaluate and prioritize incoming email, unassigned and in-person requests for assistance from users
  • Experience supporting a heterogeneous environment
  • Good working knowledge of Active Directory, Domain, and Network Security
  • Min 3 years work experience preferably on Customer Service/ Service Desk field

Experience For IT Service Desk Shift Supervisor Resume

  • Leadership and organizational skill is an advantage
  • Experience with vendor management is advantage
  • Reset passwords for users as necessary after validating proper credentials
  • Experience with servicing customers (internal or external) - in-person and/or phones
  • Records and manages incident and request tickets, i.e. ticket assignment, ticket prioritization, problem escalation and problem resolution
  • Applies broad company knowledge and experience to identify and troubleshoot less common network and workstation related issues
  • Mentors and coaches less technically experienced staff
  • Provides input to process improvement and validation of departmental scripts
  • Experience in a Windows distributed environment

Experience For IT Service Desk Change & Project Process Coordin Resume

  • Participate in quality calibration and validation of queue and incident management process
  • Five (5) to seven (7) years management experience in an IT service desk environment
  • Demonstrated leadership abilities and be goal oriented
  • Experience in desktop support in a professional environment is required
  • Experience implementing ITIL standards in a Service Desk environment
  • Work with other team members and small project groups to develop tools to improve Technology and Support Services efficiency and effectiveness

Experience For Technical IT Service Desk Analyst Resume

  • Ensures the end-to-end customer experience and single-point-of-contact
  • Post-secondary education, preferably with 1 or more years of relevant administrative experience
  • Moving parts used, ordering parts, posting parts, monitoring call activity, and closing calls in designated call tracking systems
  • Recording and tracking project issues and escalating to the necessary teams
  • Creating & updating user guides and training
  • Accepting customer feedbacks, collecting, investigating, follow up with vendors or internal teams

Experience For IT Service Desk, Department Manager Resume

  • Ensuring office staff have the technical tools to do their job; including access to working computers, and components
  • Responding to incoming calls received via telephone, intranet, e-mail, and fax from external and internal customers including field technicians
  • Liaising with vendors and external consulting companies for equipment purchases, repairs and maintenance
  • Maintaining the Supportworks Call Logging System
  • Understanding of Microsoft Operating Systems and PC's

List of Typical Skills For an IT Service Desk Resume

Skills for manager, it service desk resume.

  • Very good knowledge and understanding in broad based technical IT service desk role with strong general IT troubleshooting skills
  • Strong leadership skillsets to include understanding business needs, building relationships, communication, prioritization, and delegation
  • Demonstrated troubleshooting approach and skills
  • Strong delegation and leading through others・ skills
  • Effective communication and interpersonal skills, written and oral
  • Strong oral and written skills both technical and non-technical

Skills For IT Service Desk Supervisor Resume

  • Strong interpersonal, business management, and customer service skills
  • Excellent organization, and problem solving skills
  • Excellent interpersonal and communication skills with the ability to interact and build trust with all levels of the organization
  • Effectively prioritize and execute tasks in a high-pressure/fast-pace environment
  • Excellent patience, composure and interpersonal skills
  • Good conflict management skills is an advantage

Skills For IT Service Desk Coordinator Resume

  • Excellent communication (oral and written), interpersonal and presentation skills
  • Good written & verbal skills
  • Good analytical skills, able to use data to determine cause of incidents, and able to act on this data to resolve incidents
  • Good time management and organisation skills. Regularly manages the completion of tasks on time with some intervention from the manager
  • Solid relationship management and performance mangemant skills
  • Solid vendor management skills to work with third party data providers and technology partners
  • Demonstrated strong verbal and written communication experience

Skills For IT Service Desk Engineer Resume

  • Prioritizes projects and operations tasks effectively to deliver within defined SLA
  • Excellent customer relations skills (with all levels of internal and external customers)
  • Strong (vendor) negotiation skills
  • Excellent telephone, written and communication skills
  • Excellent verbal/written comprehension and positive communication skills
  • Experience planning and leading staff training on customer experience improvement and technical support portfolio changes

Skills For IT Service Desk Agent Resume

  • Solid understanding and experience of Windows 7/Windows 8/Windows 10 Desktop/Laptop Support and Configuration
  • Solid understanding and experience of Office 2010 or newer
  • Prior experience with working with any Avaya telephone/voicemail systems
  • Customer Service training -top shelf soft skills
  • Prior experience with IT support ticketing systems

Skills For It-service Desk Analyst Resume

  • PC and MAC hardware troubleshooting skills
  • Use troubleshooting skills to obtain and convey concise solutions and technical guidance to our retail stores, corporate office, and distribution centers
  • Experience with a demonstrated pattern of increasing responsibility
  • Solid understanding of how to set short and long-term strategies and priorities
  • BS/BA in an IT related field and 6+ years directly related experience, or equivalent combination of education and experience
  • Trains team member to be self-directed and to effectively use their time
  • Effectively works with other teams to escalate and assist in problem resolution
  • Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.)
  • Previous proven experience with Windows 7 and Microsoft Office Suite (Word, Excel, Outlook, etc.) is mandatory

Skills For IT Service Desk Shift Supervisor Resume

  • Proven experience with problem resolution
  • Demonstrate bias for action, work with a priority at all times
  • Exhibit leadership skills required to manage resources as well as projects deliverables
  • Great communication skills, specifically on the phone
  • Desire and aptitude to learn and retain new information and skills
  • Excellent time management and ability to manage multiple tasks and priorities
  • Collaborate effectively with team members to identify and work toward solutions
  • Maintain a contact list with skills capability matrix for all IT Support Engineers
  • Self-motivated, able to manage own workload effectively

Skills For IT Service Desk Change & Project Process Coordin Resume

  • Able to work with other IT teams effectively
  • Demonstrated experience implementing processes/systems in an IT environment
  • Demonstrated experience delivering Superior Customer Service
  • Advanced knowledge of desktop support skills and mainframe operations typically acquired through Microsoft desktop certification
  • Service management tool experience i.e., ServiceNow, Remedy, etc. and incident management experience required

Skills For Technical IT Service Desk Analyst Resume

  • Participates in required training for both technical and interpersonal skills
  • Gives Analysts latitude to make decisions based on their level and area of responsibility and level of knowledge and skills
  • Skills and knowledge in organizational change management
  • Demonstrable experience of managing multi skilled teams
  • Continued improvement of knowledge and skills.

Skills For IT Service Desk, Department Manager Resume

  • Strong ability to multi-task and prioritize urgent issues to maintain KPIs and SLA
  • Recording incidents and request in the ticketing system including capturing request details, assessing impact, and applying priority and categorization
  • Ensuring the highest quality of customer service experiences are delivered and KCS processes are followed in that process
  • Training or experience in Console Monitoring, Operations Analysis, Operations Production, Service Desk Analysis, and Service
  • Assisting analysts, engineers, managers and project leaders in providing first-line support when workloads are high, or where additional experience is required

List of Typical Responsibilities For an IT Service Desk Resume

Responsibilities for manager, it service desk resume.

  • Strong Windows OS and MS Office skills
  • Experience in telephone skills within a Help Desk environment
  • Communication skills and Service orientation
  • Key stakeholder at the Vendor Service Governance forums to demonstrate the effectiveness of supplier performance against contracted KPI’s and SLA’s
  • Effectively restarts abends and performs system start-up and shutdown procedures

Responsibilities For IT Service Desk Supervisor Resume

  • Integrates and supports technical infrastructure changes through installation and maintenance of system components. Effectively
  • Flow to work effectively
  • Incident Management system skills (Remedy)
  • Troubleshooting abilities; with the ability to apply effective resolution methodology
  • Leading an “Incident Ready Team” to ensure priority service interruptions are resolved quickly, well-communicated and thoroughly documented
  • ITIL mindset driven with experience in designing/implementing/managing an ITIL environment

Responsibilities For IT Service Desk Coordinator Resume

  • Experience with computer imaging and software deployment techniques using best practices/automation for efficiency and consistency
  • Manage the processing of incoming requests to the Service Desk via telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Experience of using Supportworks call logging system
  • Experience providing technical assistance and support
  • Experience in working with customers or in an international environment in the field of IT is an advantage but,
  • Actively build strong working relationships between the vendor and Ryder IT
  • A Very Good understanding of the Conference Room, A/V tool to support remote office independently, required

Responsibilities For IT Service Desk Engineer Resume

  • Provide excellent customer service by ensuring that Support services are delivered to meet customer business needs and expectations
  • Experience supporting audio/visual equipment
  • Professional and effective customer communication and relationship building
  • Experience leading a critical incident team
  • Experience managing small-medium IT projects and/or PMP certification
  • Strong ability to diagnose various OS and software related issues including BSOD, system freezes, poor system performance, and ambiguous application errors
  • Experience with Service Desk Management Systems including but not limited to workflows, self-service, asset management
  • Experience using Service Desk Management tools
  • Strong demonstrable knowledge of performing 1st line fixes to resolve incidents

Responsibilities For IT Service Desk Agent Resume

  • Previous experience working with bespoke applications
  • Pro-active and self-motivating with strong customer focus
  • Develop and maintain a strong working relationship with other Tier 3 managers
  • 6 months of Network Connectivity and troubleshooting experience
  • Strong knowledge of Windows Desktop operating systems
  • Quickly assimilate, analyze, and prioritize incoming work requests
  • Experience of supporting Tablet/Hybrid devices

Responsibilities For It-service Desk Analyst Resume

  • Experience of supporting Apple IOS devices
  • Experience providing phone support
  • Advanced experience, knowledge and training in information technology department operations
  • At least three (3) years’ experience with IT Service/Help Desk operations supporting a diverse customer base
  • Experience managing large, diverse teams
  • Experience working in a fast-paced, cross-functional and multi-team environment
  • Five or more years of management experience leading a team that delivers IT support to a diverse group of customers that includes executives
  • Curiosity in new & emerging technologies, with a desire to implement for the betterment of campus and stakeholder experiences
  • Knowledge and experience with the Miscrosoft Office Suite of applications including Outlook

Responsibilities For IT Service Desk Shift Supervisor Resume

  • Experience in administering an ITSM platform
  • Strong problem solving ability, self motivated
  • Effective incident and problem resolution
  • Adhere to standard operations and policies to provide effective customer service
  • Provides timely guidance and feedback to Analysts to strengthen specific knowledge and/or skill areas necessary to accomplish
  • Bachelors in related field of study (Management Information Systems) or equivalent experience
  • Computer operations or Service Desk experience
  • Strong knowledge of desktop software tools such as Microsoft Word, Excel,

Responsibilities For IT Service Desk Change & Project Process Coordin Resume

  • At least two to six (2-6) years’ work experience in service desk and/or desktop support required
  • Upervisory or leadership experience, in a Service Desk environment, is required
  • Service Desk or Customer Call Center related experience
  • Operates the Global IT ticket handling processes and procedures, referring calls and updating call information in ESS in line with CS procedure
  • Proven ability to lead teams to consistent and desired results
  • Experience as a lead or manager of a call center
  • Internal help desk experience
  • Entry level to 3-5 years of experience
  • Good knowledge of software and hardware products

Responsibilities For Technical IT Service Desk Analyst Resume

  • Previous experience in the engineer industry desirable
  • Experience in Service Now is desirable
  • Able to multi-task to meet department and customer priorities
  • Good technical capability, not expert
  • Desktop experience

Responsibilities For IT Service Desk, Department Manager Resume

  • Set priorities for Service Desk and Computer Operations staff
  • Possess superior technical skill with ability to troubleshoot, Root Cause, and document issues and solutions
  • Strong knowledge in Desktop software such as Office, Visio, MS-Project etc
  • Schedule activities and set priorities so deadlines are met, goals accomplished
  • Self-directed IT professional with strong work ethics
  • Experience with the Information Technology Infrastructure Library (ITIL) concepts
  • IT Service Desk support experience
  • Work experience appreciated
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016 (particularly Outlook) and ideally Office 365

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  • IT Support Specialist Resume Example

Resume Examples

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

Common Responsibilities Listed on IT Support Specialist Resumes:

  • Troubleshoot and resolve hardware and software issues for end-users
  • Install and configure software applications and updates
  • Manage user accounts and permissions in Active Directory
  • Provide technical support for remote users via phone and email
  • Monitor and maintain network infrastructure, including switches and routers
  • Conduct regular backups and disaster recovery testing
  • Collaborate with other IT teams to implement new technologies and systems
  • Conduct security audits and implement security measures to protect against cyber threats
  • Train end-users on new software and hardware systems
  • Maintain inventory of hardware and software assets and order new equipment as needed

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IT Support Specialist Resume Example:

  • Provided comprehensive technical support and maintenance to 50+ end-users across the organization, resolving hardware, software and network issues in a timely fashion
  • Reduced helpdesk tickets by over 25% with the implementation of a remote access system
  • Collaborated with team to update and maintain Windows & Mac operating systems and installed and configured applications across the organization
  • Troubleshot complex network and hardware issues, isolating the source of problems and implementing the most cost-effective solutions
  • Assisted in staff training and mentoring initiatives to onboard over 25 new users onto the system
  • Offered comprehensive and detailed documentation of IT processes and procedures to better facilitate understanding and usage within the organization
  • Quantum leaped helpdesk resolution times with the deployment of automated IT systems
  • Performed regular backups and disaster recovery procedures to ensure data security and system integrity
  • Optimized network performance and addressed IT security issues to ensure compliance with industry standards
  • System installation and maintenance
  • Network administration
  • Security management
  • Diagnosis and troubleshooting of IT issues
  • End-user support
  • Remote support
  • Backup and recovery operations
  • IT standard compliance
  • Automated IT systems
  • Helpdesk management
  • Training and mentoring
  • Performance optimization
  • Network monitoring and optimization
  • Documentation and recordkeeping
  • Time management and problem-solving ability
  • Communication and interpersonal skills
  • Knowledge of computer hardware, software and peripherals
  • Knowledge of IT standards and protocols
  • Knowledge of customer service best practices.
  • Information Technology
  • Computer Science

Top Skills & Keywords for IT Support Specialist Resumes:

Hard skills.

  • Troubleshooting and Problem-Solving
  • Network Administration
  • Operating System Installation and Configuration
  • Hardware and Software Maintenance
  • Technical Documentation
  • Active Directory Management
  • Cloud Computing
  • Virtualization
  • Firewall Configuration
  • Backup and Disaster Recovery
  • Remote Desktop Support
  • IT Security and Compliance

Soft Skills

  • Communication and Interpersonal Skills
  • Problem Solving and Troubleshooting
  • Attention to Detail and Accuracy
  • Time Management and Prioritization
  • Adaptability and Flexibility
  • Empathy and Customer Service Orientation
  • Active Listening and Feedback Incorporation
  • Patience and Tolerance
  • Analytical and Logical Thinking
  • Teamwork and Collaboration
  • Technical Aptitude and Knowledge
  • Stress Management and Resilience

Resume Action Verbs for IT Support Specialists:

  • Troubleshooted
  • Collaborated
  • Implemented

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Related Resumes for IT Support Specialists:

It support analyst, it support manager, it helpdesk, it service manager, it systems analyst, it technical manager, it system administrator, it security analyst.

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Help Desk Technician Resume Samples

The guide to resume tailoring.

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

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

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

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

15 Help Desk Technician resume templates

Help Desk Technician Resume Sample

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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

Related Job Titles

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  1. Help Desk Technician Resume Examples For 2022

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  2. IT Help Desk Resume: Examples and Guide [10+ Tips]

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  3. IT Help Desk Resume: Examples and Guide [10+ Tips]

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  4. IT Help Desk Resume: Examples and Guide [10+ Tips]

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  5. IT Help Desk Support Resume Samples

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  6. Help Desk Resume Example (Free Download)

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  1. Resume Bullet Points Flip Chart

  2. How to Write a Powerful Resume Bullet

  3. Write Professional Resume Bullet Points 2024

  4. Resume SMART Descriptions (AKA Bullet Point Descriptions)


  1. IT / Help Desk Resume Samples

    Provide desktop and network support for the Information Technology customer base. 2) Manage Standard Operating Procedures, 10) Utilize TimeForce tracking tool to accurately record work effort/help tickets. 8) Provide professional support to the customer base with the expectation of single call resolution, and. Education.

  2. IT Help Desk Resume: Examples and Guide [10+ Tips]

    Here's how to write your own job-getting IT help desk resume: 1. Format Your IT Help Desk Resume Correctly. Here's the bad news—the company won't hire an IT help desk specialist with a sloppy resume. With the wrong formatting, margins, fonts, and resume layout, they'll assume you're Dennis Nedry.

  3. Help Desk Support Resume Guide + Tips + Example

    Help desk support resume example (text version) Kathy Webster. San Francisco, CA 94015. (555) 555-5555. [email protected]. Professional Summary. Enthusiastic help desk support professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills.

  4. Help Desk Resume Sample & Job Description [+Entry Level]

    Let's look at some help desk resume examples for an entry-level position in practice: right. Secretarial Assistant. January 2010 - December 2010. Carson Logistics, LLC, New York, NY. Managed and delegated phone and online tickets for clients.

  5. IT Help Desk Resume—Examples and 25+ Writing Tips

    Expert Hint: A Zendesk study shows the average customer satisfaction score for help desk employees is 95%. If your personal best is below that, consider leaving it off your help desk support resume. 4. Target Your Education Section. You don't need a ton of schooling on a resume for help desk jobs.

  6. IT Support Resume Examples (+ Help Desk & Technician)

    Here's how to choose the best IT support skills: Create a spreadsheet. In column #1, list all your IT support skills. In column #2, list the IT support skills from the job description. In column #3, add the skills in both lists. Those are the best resume keywords because you can prove them and the company wants them.

  7. IT Help Desk Resume: 2023 Guide with 10+ IT Help Desk Examples

    To understand why it is so, look at the two IT help desk resume examples give below. IT Help Desk Resume Example 1. Administered materials for training materials and conducted KTs to both small and large audiences every month. Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software.

  8. 5 Help Desk Resume Examples & Guide for 2024

    18 essential skills to highlight in your help desk resume. Desktop Support. Help Desk Manager. Service Desk Manager. Technical Support Manager. The customer is king. But as a help desk…. You're the king of customer service. Anyone can pick up the phone or respond to an email, but very few can do so efficiently.

  9. IT Help Desk Resume Examples & Writing Tips (2024)

    Make sure your IT help desk resume does justice to your helping attributes, along with your computer expertise. This writing guide and resume example will walk you through the steps to interview-winning results. 4.8. Average rating. 75 people've already rated it. Edit This Resume.

  10. Help Desk Resume Example (Free Download)

    Here's an effective help desk resume summary example: IT Help Desk Specialist with 6+ years of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues. Skilled in aligning end-user needs with long-term resolutions to complex IT challenges.

  11. 2024 IT Helpdesk Resume Example (+Guidance)

    Use concise language and bullet points to describe your experience and achievements, and avoid long paragraphs or unnecessary details. Customizing your resume for each job application, focusing on the skills and experiences most relevant to the specific IT Helpdesk role you're applying for, will help you present a targeted and impactful resume ...

  12. 3 Help Desk Resume Examples for 2024

    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.

  13. Help Desk Support Resume Samples

    Help Desk Support Resume Examples & Samples. 1) Train and develop Level 1 & 2 Staff. 3) Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes. 4) Research new technology, and implement it or recommend its implementation.

  14. 3 Help Desk Resume Examples Built to Work in 2024

    3 Tips for Writing an Entry-Level Help Desk Resume. Highlight academic projects. 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.

  15. IT Help Desk (Entry Level)

    A recruiter-approved IT Help Desk (Entry Level) resume example in Google Docs and Word format, with insights from hiring managers in the industry. Updated for 2024. ... Get this resume template (+ 2 others), plus proven bullet points. For a small one-time fee, you'll get everything you need to write a winning resume in your industry. ...

  16. IT Service Desk Resume Sample

    IT Service Desk Intern / Co-op. 08/2010 - 11/2012. Boston, MA. Measures overall support effectiveness, quality of work and continuous improvement through metrics. Generates management reports and provides insight into system availability, service level agreements, uptime, average ticket resolution time. Provides management and leadership to ...

  17. 2024 IT Support Specialist Resume Example (+Guidance)

    Technical Help Desk Analyst. 05/2021 - 11/2021. ... Use bullet points: Use bullet points to present your technical experience and achievements in a concise and easy-to-read format. ... experience, and expertise effectively. These keywords will help your resume stand out to hiring managers and pass through Applicant Tracking Systems (ATS) that ...

  18. 11+ Information Technology (IT) Resume Examples for 2024

    Entry Level Help Desk Resume. Help desk technicians provide technical support to customers through a variety of channels, so they need to have great customer service skills and advanced technical knowledge. ... Add action verbs to your IT resume. When you write the bullet points under jobs in your work experience section, begin them with ...

  19. Entry Level IT Resume Examples (With No Experience)

    Make each entry easy to understand. Include: job titles, company name, dates of employment, and 6 bullet points max with your achievements. Use fewer bullet points with your earlier jobs. A max of 3 should do the trick. Begin each bullet point with an action verb. Use quantifiable achievements and numbers to impress.

  20. Help Desk Technician Resume Samples

    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.