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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

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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.

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Why this resume works

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

Entry Level Help Desk Resume

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

Help Desk Analyst Resume

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

IT Help Desk Resume

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

Help Desk Technician Resume

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

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

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

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

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

Need some help?

15 top help desk skills

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

Your help desk work experience bullet points

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

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

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

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

See what we mean?

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

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

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

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

3 Tips for Writing a Help Desk Resume With Prior Experience

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

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

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

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

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Help Desk Technician Resume Examples: Proven To Get You Hired In 2024

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• Help Desk Technician
• IT Support Specialist
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• Help Desk Technician Resume Tips

Help Desk Technician Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., help desk technician resume sample.

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

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your help desk technician resume in 2024,    indicate your familiarity with agile principles..

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

   Mention your abilities to cooperate with teams.

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

IT Support Specialist Resume Sample

It associate specialist resume sample.

As a hiring manager who has recruited for help desk technician roles at companies like Apple, Best Buy, and Dell, I've reviewed hundreds of resumes. The best ones always stand out by highlighting the candidate's technical skills, problem-solving abilities, and customer service experience. Here are some tips to make your help desk technician resume shine:

   Showcase your technical skills

Hiring managers want to see that you have the technical skills required for the job. Make sure to:

• Mention specific operating systems, software, and hardware you have experience with, such as Windows 10, macOS, Zendesk, or Cisco routers
• Highlight any certifications you have, like CompTIA A+, Network+, or ITIL
• Describe how you used your technical skills to solve complex problems, such as 'Resolved 95% of tier 1 tickets within SLA by troubleshooting issues with Windows, macOS, and Linux systems'

   Emphasize your customer service skills

Help desk technicians often work directly with customers, so strong communication and interpersonal skills are crucial. Avoid simply listing 'customer service' as a skill without context, like this:

• Skills: Customer service, technical support, troubleshooting

Instead, provide specific examples of how you delivered excellent customer service:

• Maintained a 98% customer satisfaction rating by actively listening to customers, clearly explaining technical concepts, and going above and beyond to resolve their issues
• Received employee of the month award 3 times for consistently providing empathetic and patient support to frustrated customers

   Quantify your impact

Where possible, use numbers and metrics to show the impact you had in your previous roles. This helps hiring managers understand the scope of your responsibilities and achievements. For example:

• Handled an average of 50+ support tickets per day, consistently meeting or exceeding SLAs
• Reduced average ticket resolution time by 25% by implementing a new ticketing system and training the team on best practices
• Created a knowledge base with 100+ articles, reducing ticket volume by 20%

   Tailor your resume to the job description

Customize your resume for each job you apply to by highlighting the skills and experience that match the requirements listed in the job description. For example, if the job emphasizes experience with a specific ticketing system, make sure to mention your expertise with that system prominently on your resume.

Job description requirement: Experience with Zendesk ticketing system Resume highlight: Zendesk power user with 3+ years of experience managing 50+ tickets per day, consistently meeting SLAs and maintaining a 95%+ customer satisfaction rating

   Include relevant projects and achievements

If you have worked on any notable projects or have achievements that showcase your skills, include them on your resume. These could be:

• Developing a training manual for new hires that reduced onboarding time by 30%
• Collaborating with the IT team to implement a new remote support tool that increased first-call resolution rates by 15%
• Volunteering at a local non-profit to provide technical support and training to underprivileged communities

By highlighting these projects and achievements, you demonstrate your initiative, problem-solving skills, and commitment to your field.

   Use a clear and professional format

Make sure your resume is easy to read and looks professional. Use a clear font, consistent formatting, and bullet points to break up text. Avoid using flashy designs or graphics that distract from the content.

Remember, hiring managers often spend only a few seconds scanning each resume, so make sure your key skills and experiences stand out. By following these tips and tailoring your resume to each job, you'll increase your chances of landing an interview for your dream help desk technician role.

Writing Your Help Desk Technician Resume: Section By Section

  summary.

A resume summary, also known as a professional summary or summary statement, is a short paragraph at the top of your resume that highlights your most relevant qualifications for the job you're applying for. While a summary is optional, it can be a powerful way to quickly convey your key strengths, experiences, and career goals to a hiring manager or recruiter.

When writing a summary for a Help Desk Technician position, focus on your technical skills, customer service experience, and problem-solving abilities. Avoid using an objective statement, as they are outdated and focus more on what you want rather than what you can offer the company. Instead, use your summary to provide additional context or details that may not be immediately apparent from the rest of your resume.

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

1. Highlight your technical expertise and soft skills

When crafting your Help Desk Technician resume summary, emphasize both your technical expertise and soft skills. Hiring managers are looking for candidates who not only possess the necessary technical knowledge but also have strong communication, problem-solving, and customer service skills. Consider including:

• Specific technical skills relevant to the job, such as experience with ticketing systems, remote desktop support, or network troubleshooting
• Soft skills like active listening, empathy, and patience that demonstrate your ability to provide excellent customer service
• Certifications or training that showcase your expertise, such as CompTIA A+ or ITIL Foundation

Avoid simply listing generic soft skills without context, like this:

• Hardworking, detail-oriented, and team player with excellent communication skills

Instead, demonstrate these skills through your accomplishments and experiences.

2. Quantify your achievements and impact

To make your Help Desk Technician resume summary more impactful, include quantifiable achievements that demonstrate your ability to drive results. This helps hiring managers understand the scope of your responsibilities and the value you can bring to their organization. For example:

Experienced Help Desk Technician with 5+ years of experience providing technical support for 500+ users. Achieved a 98% customer satisfaction rating and reduced average ticket resolution time by 25% through process improvements and automation.

In contrast, a summary without quantifiable achievements may come across as vague and less impressive:

Help Desk Technician with experience providing technical support to users. Skilled in troubleshooting and problem-solving.

By including specific numbers and percentages, you give hiring managers a clearer picture of your capabilities and potential impact.

  Experience

Your work experience section is the heart of your resume. It's where you prove to employers that you have the skills and experience they need. Use these tips to write a compelling work experience section on your help desk technician resume:

1. Highlight your technical support experience

Employers want to see that you have experience providing technical support to users. Highlight any roles where you worked in a help desk, IT support, or customer service capacity.

Instead of just listing your responsibilities, focus on your achievements and the impact you made. Use metrics to quantify your success whenever possible.

• Resolved an average of 50+ support tickets per day, consistently exceeding team targets by 15%
• Achieved a 95% customer satisfaction rating based on post-interaction surveys
• Reduced average ticket resolution time by 25% through developing a comprehensive knowledge base

2. Use strong, industry-specific action verbs

When describing your help desk experience, use strong, relevant action verbs to start each bullet point. This helps paint a vivid picture of your contributions in the hiring manager's mind.

Weak, generic verbs like "assisted" or "handled" don't effectively convey your value. Instead, try using powerful, industry-specific verbs like:

• Troubleshot
• Collaborated

Troubleshot and resolved complex technical issues for 200+ users across Windows and Mac OS X platforms, leading to a 30% reduction in ticket volume.

3. Showcase your technical skills and tools

Help desk technicians need a strong foundation of technical skills to diagnose and resolve user issues. Highlight the specific technical skills, tools, and methodologies you've used to succeed in your work experience section.

Some key areas to cover include:

• Ticketing systems and help desk software (e.g. Zendesk, ServiceNow, Jira Service Desk)
• Remote desktop and troubleshooting tools (TeamViewer, LogMeIn, Dameware)
• Operating systems and platforms supported (Windows, macOS, iOS, Linux)
• Scripting and programming languages (PowerShell, Python, SQL)
• Networking technologies and concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPNs)
• Cybersecurity tools and best practices

Leveraged PowerShell scripting to automate common Active Directory management tasks, reducing manual effort by 2+ hours per week.

4. Highlight promotions and leadership experience

Have you been promoted in your help desk career? Make sure to showcase that in your work experience. Promotions are a strong signal to employers that you are a top performer and have grown your skills.

For example, instead of lumping it under one entry like this:

• Help Desk Analyst, Acme Inc, 2018-2022

Break out each role to highlight your progression:

• Senior Help Desk Analyst, Acme Inc, 2020-2022
• Help Desk Analyst, Acme Inc, 2018-2020

Also highlight any leadership experience you've had, such as training new team members, managing projects, or proposing process improvements. Even if you don't have formal management experience, this shows your potential to grow.

Served as a technical mentor for 5 junior help desk analysts, providing training and guidance to improve troubleshooting skills and first call resolution rates.

  Education

Your education section is a key part of your help desk technician resume. It shows hiring managers that you have the necessary training and knowledge for the job. Keep this section concise while highlighting your most relevant coursework and certifications.

1. Put your education section near the top if you're a recent grad

If you graduated within the last few years, your education is one of your biggest selling points. Put it right below your resume summary so hiring managers see it first.

Include your:

• College name and location
• Degree (Associate's or Bachelor's) and major
• Graduation year
• GPA (if above 3.5)
• Relevant coursework, honors, or awards

EDUCATION Associate's Degree in Information Technology, 2022 Nashville State Community College, Nashville, TN Relevant Coursework: Computer Systems, Network Fundamentals, Help Desk Support GPA: 3.8

2. Highlight technical certifications to boost your credentials

Certifications demonstrate to employers that you have specific skills needed for help desk roles. Include them in your education section, especially if you don't have a degree.

Some top help desk certifications:

• HDI-SCA (Help Desk Institute Support Center Analyst)
• ITIL Foundation
• Microsoft 365 Certified: Modern Desktop Administrator Associate

List the full certification name, acronym, and year earned:

CompTIA A+ Certification, 2021

3. Limit your education details if you're an experienced technician

If you've been working as a help desk technician for several years, your education becomes less important than your professional experience. Hiring managers will care more about the skills and knowledge you've gained on the job.

Keep your education section short:

B.S. in Computer Science University of Tennessee

Avoid listing dates that could lead to age discrimination:

• B.S. in Information Technology, 1995
• Nashville Tech, 1992-1995

  Skills

The skills section of your help desk technician resume is a crucial component that showcases your technical expertise and qualifications to potential employers. It's an opportunity to highlight the specific skills and tools you've mastered that are relevant to the job you're applying for.

When crafting your skills section, it's important to be strategic and selective in the skills you choose to include. Focus on the hard skills and technical knowledge that are most relevant to the help desk technician role, and avoid listing generic or outdated skills that may not be as valuable to employers.

1. Highlight technical skills and tools

As a help desk technician, your technical skills and knowledge of specific tools and software are your most valuable assets. When listing your skills, be sure to include the specific technical skills and tools that are most relevant to the job you're applying for.

Some examples of technical skills and tools that may be relevant for a help desk technician include:

• Operating Systems : Windows, macOS, Linux
• Helpdesk Software : Zendesk, Freshdesk, ServiceNow
• Remote Support Tools : TeamViewer, LogMeIn, VNC
• Networking : TCP/IP, DNS, DHCP, VPN

By highlighting your proficiency in these specific skills and tools, you'll demonstrate to employers that you have the technical expertise needed to succeed in the role.

When listing your technical skills, consider using proficiency levels like "Expert" or "Proficient" to give employers a clear sense of your level of expertise. For example: "Windows (Expert), macOS (Proficient), Linux (Beginner)".

2. Tailor skills to the job description

One of the most effective ways to make your skills section stand out is to tailor it specifically to the job you're applying for. Many companies use Applicant Tracking Systems (ATS) to automatically screen resumes for specific keywords and skills, so it's important to include the skills and keywords that are mentioned in the job description.

For example, if the job description mentions specific helpdesk software like Zendesk or Freshdesk, be sure to include those skills in your skills section if you have experience with them. Similarly, if the job description emphasizes skills like troubleshooting or customer service, make sure to highlight those skills as well.

Skills Zendesk Troubleshooting Customer Service Remote Support

By tailoring your skills section to the specific job you're applying for, you'll increase your chances of getting past the initial ATS screening and catching the attention of the hiring manager.

To make sure your resume has the right skills and keywords to get past ATS and impress hiring managers, try using a tool like Targeted Resume from Resume Worded. It analyzes your resume against the job description and provides personalized feedback on which skills and keywords to include.

3. Avoid outdated or irrelevant skills

While it's important to highlight your technical skills and expertise, it's equally important to avoid including outdated or irrelevant skills that may not be valuable to employers. For example, listing skills like "MS Office" or "Windows 95" may make your resume seem outdated and out of touch with current technology.

Skills Windows 95 MS Office Typing Faxing

Instead, focus on highlighting the most current and relevant skills for the help desk technician role, such as knowledge of current operating systems, helpdesk software, and remote support tools.

Skills Windows 10 macOS Big Sur Zendesk TeamViewer

By avoiding outdated or irrelevant skills and focusing on the most current and valuable skills for the role, you'll demonstrate to employers that you're up-to-date with the latest technology and ready to hit the ground running in the help desk technician role.

Be cautious about including skills that may signal your age to employers, such as outdated programming languages or old versions of software. While age discrimination is illegal, some employers may unconsciously screen out older candidates based on outdated skills.

Skills For Help Desk Technician Resumes

Here are examples of popular skills from Help Desk Technician job descriptions that you can include on your resume.

• Microsoft SQL Server
• Operating Systems
• Troubleshooting
• Computer Hardware
• Windows Server

Skills Word Cloud For Help Desk Technician Resumes

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

How to use these skills?

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Resume Guide: Detailed Insights From Recruiters

• Help Desk Resume Guide & Examples for 2022

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Help Desk Technician Resumes

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• Template #3: IT Support Specialist
• Template #4: IT Associate Specialist
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• Other Administrative Resumes
• Help Desk Technician Interview Guide
• Help Desk Technician Sample Cover Letters
• Alternative Careers to a Help Desk Technician
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Help Desk Support Resume: Examples and Best Practices

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

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

Key Elements of a Help Desk Support Resume

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

A. Contact Information

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

B. Summary Statement/Objective Statement

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

C. Relevant Skills and Qualifications

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

D. Work Experience

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

E. Education and Certifications

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

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

Best Practices for Writing a Help Desk Support Resume

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

A. Tailor Your Resume to the Job

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

B. Use Keywords and Phrases from the Job Posting

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

C. Highlight Your Achievements and Responsibilities

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

D. Keep it Brief and to the Point

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

E. Use Action Verbs and Quantify Your Achievements

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

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

Examples of Help Desk Support Resumes

Sample help desk support resume #1.

Name: John Doe

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

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

Experience:

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

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

Sample Help Desk Support Resume #2

Name: Jane Smith

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

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

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

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

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

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

Sample Help Desk Support Resume #3

Name: Mike Johnson

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

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

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

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

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

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

Tips for Crafting a Stand-Out Resume Summary

A. Importance of a Strong Resume Summary

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

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

B. Examples of Effective Resume Summaries

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

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

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

C. Tips for Writing an Effective Resume Summary

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

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

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

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

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

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

Common Mistakes to Avoid in Help Desk Support Resumes

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

A. Generic Resumes that Lack Details

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

B. Typos and Grammatical Errors

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

C. Including Irrelevant Information

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

D. Exaggerating Accomplishments and Skills

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

Help Desk Support Resume Template and Format

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

A. Proper Formatting of a Help Desk Support Resume

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

• Contact Information
• Objective Statement
• Professional Summary
• Certifications

Technical Skills

• Professional Experience

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

B. Recommended Font, Margins, and Spacing

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

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

C. Resume Templates for Help Desk Support Professionals

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

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

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

How to Showcase Soft Skills in a Help Desk Support Resume

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

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

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

B. Examples of Relevant Soft Skills

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

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

C. Tips for Highlighting Soft Skills in Your Resume

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

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

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

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

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

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

Qualifications and Certifications to Include in Your Help Desk Support Resume

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

A. Relevant Qualifications for Help Desk Support Professionals

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

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

B. IT Certifications for Help Desk Support Professionals

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

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

C. Tips for Highlighting Your Certifications and Qualifications

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

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

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

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

A. how applicant tracking systems work.

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

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

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

B. Best Practices for Optimizing for Applicant Tracking Systems

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

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

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

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

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

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

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

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

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

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

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

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

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

Hardware Skills

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

Software Skills

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

Network and Security Skills

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

Remote Support Tools

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

Mobile Devices and Applications

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

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

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Help Desk Resume Examples and Templates for 2024

Help Desk Resume Templates and Examples (Download in App)

• Resume Text Examples

How To Write a Help Desk Resume

• Entry-Level Help Desk
• IT Help Desk

Help Desk Text-Only Resume Templates and Examples

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

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

Professional Experience

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

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

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

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

Certifications

• CompTIA A+ Certification | 2021

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

1. Write a dynamic profile summarizing your qualifications

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

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

Strong Profile Example

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

Weak Profile Example

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

2. Add an accomplishment-driven professional experience section

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

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

Strong Professional Experience Example

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

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

Weak Professional Experience Example

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

3. Include relevant education and certifications

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

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

4. List pertinent key skills

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

How To Pick The Best Help Desk Resume Template

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

Frequently Asked Questions: Help Desk Resume Examples and Advice

What are common action verbs for help desk resumes -.

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

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

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

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

What is the best help desk resume format? -

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

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

Frank Hackett

Certified Professional Resume Writer (CPRW)

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

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Help Desk Resume

Develop a help desk resume that clearly demonstrates your ability to provide efficient technical support relevant to the potential employer's needs.

Get noticed as a help desk specialist who is able to solve problems efficiently and achieve the right results. Help desk jobs are as much about dealing effectively with people as they are about technical know-how.

Adapt the help desk resume objective examples to effectively show the company that you can handle all the specific job requirements and meet their help desk position needs.

HELP DESK RESUME EXAMPLE

YOUR FULL NAME

Your mailing address Your phone numbers Your email address

Seeking a position as a help desk technician in a demanding work environment.

To secure a position of help desk specialist where my technical problem-solving skills are well utilized.

Objective Statement

A skilled help desk professional with over X years experience providing user support and solutions in high demand work environments. Expertise includes:

• Proven track record of efficiently diagnosing and resolving complex customer issues within agreed time scales.
• In-depth knowledge of a range of software applications and operating systems.

An independent and results-driven worker with a strong commitment to increasing staff productivity.

A solutions-focused help desk specialist skilled in providing rapid, in-depth customer support. Relevant skills include:

• Proven ability to diagnose problems, find the root cause and supply lasting solutions.
• Extensive end-user training experience.
• Experienced in communicating complex information in an easily understood format to a diverse customer base.
• Proficient in a number of operating systems and applications.
• A solid reputation for professionalism and responsiveness.

Work Experience

Help Desk Specialist

The Company, Chicago, IL January 2018 - Date

• diagnose, troubleshoot and resolve a wide range of software, hardware and network issues
• provide technical support for X number of diverse users nationally
• handle an average of X calls per day
• resolve X% of calls within company's X-minute requirement
• prioritize and escalate issues where required
• install, configure and modify hardware and software to ensure optimal performance
• plan and lead training sessions for new and existing users
• monitor, log and track all phases of help desk support

Help Desk Support

Atlantic Corporation, Chicago, IL August 2013 - December 2017

• provided first-tier support and troubleshooting for technology products and applications
• performed physical set up of desktop hardware and software
• served on team installing hardware and software upgrades
• managed inventory and tracked all hardware and software used

Education and Qualifications

De Paul University, Chicago, IL BA degree in Computing, 2013

Microsoft Certified Solutions Expert (MCSE)

Apple Certified Macintosh Technician (ACMT)

Technical Skills

• platforms: Windows 10, Mac operating system, Unix, NetWare Servers
• applications: MS Office, Norton Internet Security, Bitdefender Total Security, VMware
• strong knowledge of LAN, WAN and VPN
• solid knowledge of IT Help Desk system

Core Competencies

• organizational and planning skills
• critical thinking
• attention to detail
• communication skills
• customer-service orientation
• problem analysis and resolution
• adaptability
• flexibility
• stress tolerance
• conflict resolution
• collaborative skills

Available on request.

Help desk duties, responsibilities and skills

Insert your own job information into the structure of this help desk resume sample. Get help from the help desk job description

Help desk resume keywords

Make sure your resume gets past the applicant tracking system by using the right help desk resume keywords. Carefully review the job posting to determine the essential job requirements and use the keywords that match these requirements in your resume. These will include:

• technical skills
• knowledge and experience
• qualifications and certifications
• core competencies

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Help Desk Specialist Resume Examples

Writing a resume as a help desk specialist can be a daunting task; you want to demonstrate to employers that you have the right skills and knowledge to effectively support the company and its customers. Fortunately, with the right guidance and resources, you can produce an outstanding resume that showcases your help desk expertise. This guide is designed to provide you with tips, examples, and strategies to help you create a resume that will help you stand out to employers. You’ll also find specific help desk related keywords and skills to include in your resume to catch the attention of hiring managers. So read on and learn how to create a help desk resume that will get you noticed.

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Help Desk Specialist

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

Dynamic Help Desk Specialist with 8+ years of experience providing technical support services to end- users and resolving customer IT issues. Adept at troubleshooting hardware, software and network issues while strategizing and implementing solutions to minimize downtime. Experienced using industry- specific tools, service desk ticketing systems and remote access programs.

Core Skills :

• Help Desk Support
• Remote Access
• Troubleshooting
• Software Installation
• Hardware Installation
• Service Desk Ticketing Systems
• Customer Service

Professional Experience : Help Desk Specialist, ABC Solutions, Today – Present

• Provide technical support to clients by troubleshooting hardware and software issues
• Identify and resolve customer service problems concerning IT issues
• Develop and implement strategies to improve customer service and minimize downtime
• Install and configure software, hardware, and networks for clients
• Assist customers with understanding the use of remote access program
• Provide technical guidance and advice to end- users to ensure effective use of technology

Help Desk Technician, XYZ Solutions, 2015 – 2018

• Assisted in the development and implementation of IT help desk protocols
• Provided technical support to clients by troubleshooting hardware and software issues
• Identified and resolved customer service problems concerning IT issues
• Installed and configured software, hardware, and networks for clients
• Assisted customers with understanding the use of remote access program
• Provided technical guidance and advice to end- users to ensure effective use of technology

Education : Bachelor of Science in Information Technology, ABC University, 2010 – 2014

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Help Desk Specialist Resume with No Experience

Motivated and customer service- oriented individual with excellent communication and problem solving skills. Possess strong knowledge in troubleshooting computer and network issues. Looking for an opportunity to utilize my knowledge and skills to contribute to a successful help desk team.

• Technical proficiency in Windows OS and Microsoft Office Suite
• Knowledge of basic networking concepts and LAN/WAN systems
• Knowledge of software and hardware troubleshooting
• Able to work independently and in a team environment
• Strong customer service and problem solving skills
• Excellent communication and interpersonal skills
• Proficient in maintaining user accounts and passwords

Responsibilities :

• Provide customer support through phone, email and virtual services
• Troubleshoot problems and provide solutions in a timely and efficient manner
• Assist customers with creating accounts, resetting passwords and other technical issues
• Provide assistance in setting up new hardware and software
• Document customer service interactions accurately
• Maintain customer records in customer database
• Assist with system upgrades and installation of new software applications

Experience 0 Years

Level Junior

Education Bachelor’s

Help Desk Specialist Resume with 2 Years of Experience

Experienced Help Desk Specialist with over 2 years of experience in providing technical assistance to customers, solving computer- related problems, and troubleshooting technical issues. Excellent communication and problem- solving abilities with a commitment to customer service and satisfaction.

• Extensive experience in providing technical assistance to customers
• Strong ability to troubleshoot and diagnose technical issues
• Excellent customer service and problem- solving skills
• Ability to work under pressure and manage multiple tasks
• Proficient in MS Office products, including Word, Excel, and Outlook
• Provided technical assistance and troubleshooting support to customers
• Investigated and diagnosed hardware, software, and other technology related issues
• Prepared reports and kept detailed records of customer service activities
• Resolved customer inquiries in a timely and professional manner
• Identified and resolved customer issues in an efficient and effective way
• Performed periodic maintenance tasks to ensure system reliability
• Provided training and advice on a variety of software packages and programs

Experience 2+ Years

Help Desk Specialist Resume with 5 Years of Experience

A highly experienced and motivated Help Desk Specialist with 5 years of experience in providing technical solutions and customer service. Possess strong knowledge in troubleshooting, repair and installation of computer systems, networks and peripherals. Possess excellent communication and customer service skills and the ability to work independently or in a team setting.

• Possesses expertise in hardware and software troubleshooting
• Excellent problem solving and technical skills
• Possesses strong knowledge in operating systems
• Strong analytical, organizational, communication and customer service skills
• Ability to manage multiple tasks and prioritize workload
• Provided technical solutions and customer service to clients
• Installed, troubleshot and maintained computer systems, networks and peripherals
• Provided assistance in resolving hardware and software issues
• Diagnosed and identified root causes of technical issues
• Provided end- users with clear instructions on how to use computer systems and networks
• Assisted in the development of help desk policies and procedures
• Provided timely and professional technical support to customers

Experience 5+ Years

Level Senior

Help Desk Specialist Resume with 7 Years of Experience

Help Desk Specialist with 7 years of experience in providing technical assistance and support related to computer systems, hardware and software. Proven track record of responding to customer inquiries in a timely and professional manner, resolving technical issues, and providing appropriate solutions. Skilled in troubleshooting hardware and software issues, network and system maintenance, and customer service.

• Strong knowledge of computer hardware, software, and operating systems
• Proficient in problem- solving and troubleshooting technical issues
• Ability to provide superior customer service
• Familiarity with network maintenance, repair, and installation
• Ability to manage multiple tasks and prioritize
• Provide technical support to customers and troubleshoot hardware and software issues
• Respond to customer inquiries in a timely and professional manner
• Install and configure computer systems, hardware, and software
• Perform maintenance and repair of computer networks
• Manage and update customer accounts in the database
• Create and maintain detailed documentation of service requests and resolutions

Experience 7+ Years

Help Desk Specialist Resume with 10 Years of Experience

Knowledgeable and experienced Help Desk Specialist with 10 years of experience in providing technical support to end users. Possess excellent problem solving, communication, and customer service skills. Skilled in troubleshooting hardware, software and network problems. Proven ability to develop and maintain productive relationships with customers.

• Proven technical troubleshooting experience
• In- depth knowledge of computer hardware
• Excellent customer service and communication skills
• Good understanding of operating systems
• Skilled in resolving software- related issues
• Expert in Windows, Linux and Mac OS
• Provide technical support and assistance to end- users over phone, email, and chat.
• Diagnose and troubleshoot computer hardware, software and network problems
• Identify, research, and resolve user technical issues.
• Ensure customer satisfaction by providing timely, accurate and effective resolution to customer queries.
• Record and document customer interactions and solutions.
• Provide clear and concise instructions to end users on how to use the systems.
• Prepare and maintain end- user support documentation.
• Monitor and upgrade hardware and software systems.
• Offer suggestions for system improvements and enhancements.

Experience 10+ Years

Level Senior Manager

Education Master’s

Help Desk Specialist Resume with 15 Years of Experience

Help Desk Specialist with 15 years of experience providing top- level support to customers in an efficient and timely manner. Highly skilled in analyzing technical problems and providing resolutions in a professional and amicable manner. Proficient in troubleshooting, diagnostics, and complex problem solving. Proven record of quickly and effectively managing escalated customer issues to successful resolutions, as well as developing and maintaining customer relationships.

• Technical Support
• Diagnostics
• Problem Solving
• Escalation Management
• Relationship Building
• Provide technical customer service for all customers’ inquiries, complaints and requests
• Troubleshoot, diagnose and resolve technical issues in a timely manner
• Conduct root cause analysis and develop effective solutions to avoid reoccurring problems
• Manage customer escalations in an efficient and professional manner
• Answer customer calls, emails and web chat inquiries in a courteous and friendly way
• Build strong customer relationships through excellent customer service
• Test and evaluate new technologies and software to assess their performance
• Document customer service interactions, process changes and service requests in customer records

Experience 15+ Years

Level Director

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

What should be included in a Help Desk Specialist resume?

A Help Desk Specialist resume should highlight an individual’s technical and customer service skills, as well as any specialized experience they may have in their field. When constructing their resume, it’s important to include the following:

• Education: Help Desk Specialists should include any college or technical school degrees or certifications they have obtained in the field of IT, technology, or customer service.
• Experience: A Help Desk Specialist should list any previous jobs which involved IT, customer service, technical support, or any other related field.
• Technical Skills: This section should list any computer software and hardware, networks, operating systems, etc. that the individual is knowledgeable about.
• Communication Skills: Good communication skills are a must for any Help Desk Specialist. This section should include any customer service abilities, such as the ability to explain technical concepts in layman’s terms.
• Problem Solving: Help Desk Specialists should have the ability to quickly assess and solve problems that arise. This section should highlight any problem-solving skills the individual has.
• Troubleshooting: This section should list any troubleshooting abilities the individual has, such as the ability to diagnose and solve technical issues.

By including all of these elements in their resume, Help Desk Specialists can ensure they are presenting their skills and experience in the best possible way.

What is a good summary for a Help Desk Specialist resume?

A Help Desk Specialist resume should be a concise summary of your experience and qualifications that focuses on your ability to provide quality customer service. Your resume should highlight the technical and communication skills you possess, as well as any relevant experience that demonstrates your effectiveness as a Help Desk Specialist. It should also include any certifications you may have earned, as well as any hardware or software you have experience working with. Finally, be sure to include any customer service awards or other achievements that you have earned. By providing this comprehensive overview of your qualifications, you will be better able to showcase your skills and qualifications, and secure a position as a Help Desk Specialist.

What is a good objective for a Help Desk Specialist resume?

A help desk specialist is a customer service professional who provides technical support to customers and users of a company’s products or services. The ideal candidate for this position should have excellent communication and problem-solving skills, and an in-depth knowledge of the company’s products and services.

When writing a resume for a help desk specialist position, you should include an objective statement that reflects your qualifications, skills, and experience. Here are a few examples of good objectives for a help desk specialist resume:

• To secure a help desk specialist position within a reputable organization, utilizing my strong customer service, technical support, and problem-solving skills.
• To provide top-notch technical support and customer service to customers and users of a company’s products and services as a help desk specialist.
• To use my extensive knowledge of computer hardware and software, customer service, and technical support to excel as a help desk specialist.
• To gain a help desk specialist role in a customer-focused environment where I can bring my experience in troubleshooting and problem solving to the table.
• To contribute to the success of an organization as a help desk specialist by leveraging my expertise in customer service and technical support.

How do you list Help Desk Specialist skills on a resume?

Including ‘Help Desk Specialist’ skills on a resume is important for demonstrating to potential employers your ability to provide technical support. Including these abilities shows employers that you are knowledgeable in a variety of areas, including customer service, communication, problem-solving, and more. Here are some of the key skills to list on a resume when applying for a Help Desk Specialist position:

• Customer Service: Demonstrating a high level of customer service, including the ability to listen to customer needs, provide helpful responses and solutions, and offer follow-up support.
• Communication: Possessing strong verbal and written communication skills, including the ability to write detailed technical documents and understanding complex technical concepts for helpdesk customers.
• Problem Solving: Being able to quickly assess customer needs and identify root cause of problems, so that effective and efficient solutions can be provided.
• Technical Skills: Understanding of a variety of technical topics and software, such as operating systems, hardware, networking, printers, and other hardware.
• Troubleshooting: Being able to identify, diagnose, and resolve technical issues in a timely manner.
• Documentation: Ability to maintain records of customer support interactions and record customer information into databases.
• Multitasking: Ability to handle a high volume of customer support requests while managing multiple tasks.

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

When it comes to crafting a resume for a Help Desk Specialist, it is important to emphasize the skills and experience you possess that are relevant for the position. Here are a few skills and qualifications to consider including on your resume:

• Technical Knowledge: Help Desk Specialists need to have a strong understanding of computer technology and the ability to quickly learn new software and hardware.
• Troubleshooting: Help Desk Specialists must have the ability to solve complex technical problems, troubleshoot issues, and provide creative solutions.
• Communication: Help Desk Specialists must be able to effectively communicate with customers and fellow team members.
• Customer Service: Help Desk Specialists must be able to provide excellent customer service in a timely and professional manner.
• Time Management: Help Desk Specialists must be able to manage their time and prioritize tasks in order to meet deadlines.
• Computer Networking: Help Desk Specialists should have a working knowledge of computer networking, system administration, and IT security.

Key takeaways for an Help Desk Specialist resume

Having an effective resume is key to landing a job as an help desk specialist. When crafting your resume, there are a few key takeaways to keep in mind:

• Highlight your technical capabilities. As an help desk specialist, you will need to be well-versed in a variety of software and hardware, and your resume is the perfect place to showcase these abilities. Be sure to list any certifications, training classes, and specialized skills you have.
• Showcase your customer service experience. As an help desk specialist, you will need to be able to provide superior customer service. Be sure to highlight any previous customer service experience in your resume.
• Demonstrate your problem-solving abilities. As an help desk specialist, you will be expected to troubleshoot and solve technical issues for customers. Be sure to demonstrate your problem-solving capabilities by listing any successful projects or cases you have solved.
• Focus on any relevant experience. No matter what your previous experience is, try to focus on any experience that is relevant to the help desk position you are applying for. This could include any technical support, customer service, or IT experience.

By keeping these key takeaways in mind, you can create an effective resume that will help you land the help desk specialist position you are looking for.

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• • Led a team of 10 support specialists, improving the team's efficiency in resolving tickets by 25% in the first year.
• • Designed a comprehensive reporting system that reduced issue escalation by 15% through better tracking of recurring problems.
• • Established a service level agreement that increased client satisfaction scores from 80% to 93% within 18 months.
• • Spearheaded the deployment of new end-user hardware for 500+ employees, completing the project 1 month ahead of schedule.
• • Implemented a mentorship program, resulting in a 10% improvement in first-call resolution rates by newly trained staff.
• • Interpreted and utilized key performance indicators to redirect resources, achieving a 20% reduction in downtime.
• • Managed end-user networking issue resolution, achieving a 99% uptime for the company's internal network.
• • Developed process improvements that increased ticket completion rates by an average of 30% per quarter.
• • Overhauled the IT hardware ordering system, reducing procurement costs by 20% while maintaining quality.
• • Conducted regular training sessions on support tools and techniques, enhancing team proficiency and response times.
• • Facilitated a cross-department collaboration that led to the reduction of repeat service requests by 35%.
• • Provided tier 2 technical support, resolving over 500 complex service requests per quarter.
• • Contributed to the maintenance of a knowledge base that cut down issue resolution time by 25%.
• • Enhanced user satisfaction by innovating an onboarding process for new software deployments.
• • Assisted in developing departmental goals that linked to a 10% increase in overall productivity.

10 Help Desk Manager Resume Examples & Guide for 2024

The Help Desk Manager oversees the support team, ensuring efficient troubleshooting and customer satisfaction. Highlight your experience in managing support operations, your ability to improve service processes, and your success in team leadership on your resume. Incorporate skills such as problem-solving, effective communication, and proficiency in help desk software. Mention specific achievements, like reduced response times or improved customer satisfaction scores, to demonstrate your impact on the organization.

All resume examples in this guide

Single Column

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a help desk manager, articulating the breadth of your technical expertise and leadership skills in a concise resume can be a significant challenge. Our guide provides targeted advice and examples to showcase your accomplishments effectively, ensuring your resume stands out to potential employers.

• Sample industry-leading professional resumes for inspiration and help desk manager resume-writing know-how.
• Focus recruiters' attention on what matters most - your unique experience, achievements, and skills.
• Write various resume sections to ensure you meet at least 95% of all job requirements.
• Balance your help desk manager technical expertise with personality to stand out amongst candidates.

If the help desk manager resume isn't the right one for you, take a look at other related guides we have:

• Service Desk Manager Resume Example
• Development Manager Resume Example
• Database Developer Resume Example
• Cnc Programmer Resume Example
• Snowflake Developer Resume Example
• IT Technician Resume Example
• Cisco Network Engineer Resume Example
• Software Tester Resume Example
• Desktop Support Resume Example
• Assistant IT Manager Resume Example

Optimize your help desk manager resume format to pass the recruiters' assessment

What recruiters are looking for is systematised content that is clear and coherent. Thus, your help desk manager resume needs to answer requirements and why you're the best candidate for the role from the get-go.

• Sorting your experience in the reverse chronological order - starting with your most recent and relevant roles. This is an excellent choice for more experienced professionals;
• Writing your contact information (e.g. personal phone number and email address ) and your portfolio or LinkedIn link in your help desk manager resume header. If you're wondering to include a photo or not, always make sure that it's appropriate for the country you're applying in;
• Use the basic, most important help desk manager resume sections - your experience, education, summary, etc. Use your resume's real estate wisely to tell a compelling, professional story and match job description's keywords;
• Don't go overboard with the length of your resume. One page is absolutely fine if you happen to have under a decade of relevant experience.

Are you still wondering if you should submit your help desk manager resume in PDF or Word format ? The PDF has a few more advantages, as it doesn't change the format and the text can't be altered upon application.

Format matters most when your help desk manager resume is assessed by the Applicant Tracker System (or the ATS).

The ATS parses resumes, looking for specific keywords, skills or experience that match the job description.

P.S. We recently did a study on how the ATS works and were able to demystify three of the biggest misconceptions about how it assesses candidate resumes.

To pass the ATS evaluation, select any of the serif or sans-serif fonts. Popular choices that would help your help desk manager resume stand out include Raleway, Exo 2, Montserrat, etc.

Most traditionalists go for Arial or Times New Roman, but it's often the case that many candidates choose these fonts, and you'd thus lose points on the uniqueness front.

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Showcase any ongoing or recent educational efforts to stay updated in your field.

Don't forget to include these six sections on your help desk manager resume:

• Header and summary for your contact details and to highlight your alignment with the help desk manager job you're applying for
• Experience section to get into specific technologies you're apt at using and personal skills to deliver successful results
• Skills section to further highlight how your profile matches the job requirements
• Education section to provide your academic background
• Achievements to mention any career highlights that may be impressive, or that you might have missed so far in other resume sections

What recruiters want to see on your resume:

• Proven experience in managing a help desk team and overseeing all operations, including staff performance and customer service standards.
• Strong technical knowledge and understanding of help desk software, databases, and remote control.
• Excellent problem-solving skills with the ability to analyze situations, identify existing or potential problems, and recommend solutions.
• Experience in developing and implementing help desk procedures, policies, and systems to enhance efficiency and customer satisfaction.
• Track record of setting specific customer service standards and monitoring and reporting on support effectiveness through metrics such as first-call resolution and ticket turnaround times.

Adding your relevant experience to your help desk manager resume

If you're looking for a way to show recruiters that your expertise is credible, look no further than the resume experience section.

Your help desk manager resume experience can be best curated in a structured, bulleted list detailing the particulars of your career:

• Always integrate metrics of success - what did you actually achieve in the role?
• Scan the help desk manager advert for your dream role in search of keywords in the job requirements - feature those all through your past/current experience;
• Dedicate a bullet (or two) to spotlight your technical capabilities and how you're able to use the particular software/technology in your day-to-day roles;
• Write simple by including your responsibility, a job advert keyword or skill, and a tangible outcome of your success;
• Use the experience section to also define the unique value of working with you in the form of soft skills, relevant feedback, and the company culture you best thrive in.

Industry leaders always ensure that their resume experience section offers an enticing glimpse at their expertise, while telling a career narrative. Explore these sample help desk manager resumes on how to best create your resume experience section.

• Led a team of 15 help desk analysts to provide 24/7 support for over 10,000 global users, reducing ticket resolution time by 25%.
• Implemented a new ITSM platform that optimized workflow processes and enhanced tracking of KPIs including first call resolution, leading to a 10% increase in customer satisfaction.
• Developed and executed a comprehensive training program that increased staff technical proficiency and ensured cross-departmental IT support alignment.
• Managed critical IT support incidents for enterprise-level clients, streamlining the escalation process and reducing system downtime by 15%.
• Collaborated with systems engineers to integrate customer feedback into the continuous improvement of help desk tools and protocols.
• Oversaw the migration of help desk services to a cloud-based infrastructure which improved remote support capabilities and scalability.
• Introduced an AI-driven ticketing system that automated routine inquiries, allowing staff to focus on complex technical issues.
• Monitored and analyzed performance data to identify trends and develop strategies for reducing recurrent IT issues by 20%.
• Coordinated with the cybersecurity team to incorporate best practices into help desk operations, significantly mitigating risk exposure.
• Implemented a customer feedback loop that increased the help desk’s ability to respond to user needs, improving service customization.
• Enhanced IT help desk service levels by recruiting, training, and developing a high-performing team focused on customer service excellence.
• Spearheaded the development of a self-service portal, which empowered users to resolve simple issues and reduced overall ticket volume by 30%.
• Directing the global help desk operations with a focus on leveraging automation tools to elevate user satisfaction and reduce response times.
• Spearheading the integration of chatbot technology that effectively handles 40% of initial customer interactions, freeing up resources for critical support areas.
• Conducting regular performance assessments using analytics to continuously refine the support model and align with evolving business requirements.
• Revamped the help desk ticketing process which resulted in a 35% improvement in response times and a 50% reduction in backlogged tickets.
• Managed cross-functional teams to resolve complex IT problems, cutting the mean time to resolution by 20% and enhancing system availability.
• Pioneered the adoption of a remote support policy which increased flexibility for staff and ensured uninterrupted customer service during remote work transitions.
• Oversaw a period of significant expansion of help desk services, including a 50% increase in support staff to handle growing customer demand.
• Played a key role in the company-wide adoption of Agile methodologies which improved inter-departmental collaboration and accelerated problem-solving.
• Championed the implementation of advanced monitoring tools that proactively identified potential issues, reducing downtime by 18%.
• Developed and maintained an IT help desk knowledge base that reduced ticket resolution time and enhanced internal training processes.
• Forged strong vendor relationships that improved the quality of technical support tools and reduced software procurement costs by 12%.
• Coordinated with IT leadership to align help desk activities with strategic business initiatives, ensuring adaptive support for new technologies.
• Increased the IT department’s operational efficiency by implementing strategic staffing models that optimized round-the-clock support coverage.
• Conceptualized and launched a cross-training program that resulted in a more versatile help desk team able to address a broader range of technical issues.
• Established a program for tracking and responding to user satisfaction metrics, leading to a 15% improvement in perceived IT support quality.
• Orchestrated a seamless transition for the help desk team to a comprehensive remote work model while maintaining 99% SLA adherence.
• Implemented a tiered support strategy that maximized the efficient use of skilled resources and reduced average handle time by 22%.
• Championed the development and integration of predictive analysis tools into support practices, significantly lowering incident recurrence rates.

Quantifying impact on your resume

• Highlight the number of support tickets resolved per day to demonstrate efficiency in handling customer issues.
• Quantify the size of the help desk team you have managed to showcase leadership and team management skills.
• Include the percentage reduction in ticket resolution time to emphasize process improvement capabilities.
• Mention the number of training sessions conducted for help desk staff to illustrate commitment to team development.
• Detail the increase in customer satisfaction scores to reflect the impact of service quality enhancements.
• Specify the volume of calls and emails managed to show the ability to handle high workloads effectively.
• Report on the percentage of issues resolved on the first call to highlight proficiency in problem-solving.
• Indicate the dollar value of the IT assets you were responsible for to establish financial accountability and asset management skills.

Action verbs for your help desk manager resume

Experience section for candidates with zero-to-none experience

While you may have less professional experience in the field, that doesn't mean you should leave this section of your resume empty or blank.

Consider these four strategies on how to substitute the lack of experience with:

• Volunteer roles - as part of the community, you've probably gained valuable people (and sometimes even technological capabilities) that could answer the job requirements
• Research projects - while in your university days, you may have been part of some cutting-edge project to benefit the field. Curate this within your experience section as a substitute for real-world experience
• Internships - while you may consider that that summer internship in New York was solely mandatory to your degree, make sure to include it as part of your experience, if it's relevant to the role
• Irrelevant previous jobs - instead of detailing the technologies you've learned, think about the transferable skills you've gained.

Recommended reads:

• How to List a Major & Minor on Your Resume (with Examples)
• How to List GPA on Your Resume

Shining a light on your help desk manager hard skills and soft skills

To win recruiters over, you must really have a breadth of skill set presented and supported within your help desk manager resume.

On hiring managers' checklists, you'd initially discover hard or technical skills. Those are the technology (and software) that help you perform on the job. Hard skills are easy to quantify via your education, certificates, and on-the-job success.

Another main criterion recruiters are always assessing your help desk manager resume on is soft skills. That is your ability to communicate, adapt, and grow in new environments. Soft skills are a bit harder to measure, as they are gained both thanks to your personal and professional experience.

Showcase you have the ideal skill set for the role by:

• Dedicating both a skills box (for your technical capabilities) and an achievements or strengths section (to detail your personal skills).
• When listing your skills, be specific about your hard skills (name the precise technology you're able to use) and soft skills (aim to always demonstrate what the outcomes were).
• Avoid listing overused cliches in the skills section (e.g. Microsoft Office and Communication), unless they're otherwise specified as prominent for the role.
• Select up to ten skills which should be defined via various sections in your resume skills sidebar (e.g. a technical skills box, industry expertise box with sliders, strengths section with bullets).

Spice up your resume with leading technical and people skills, that'd help you get noticed by recruiters.

Top skills for your Help Desk Manager resume:

ITIL Framework

Help Desk Software (e.g., Zendesk, ServiceNow)

Remote Support Tools (e.g., TeamViewer, LogMeIn)

Ticketing Systems

Network Troubleshooting

Hardware Diagnostics

Operating Systems (Windows, macOS, Linux)

Database Management

VoIP Technologies

Cybersecurity Fundamentals

Communication

Problem-Solving

Customer Service

Time Management

Conflict Resolution

Team Collaboration

Adaptability

Analytical Thinking

Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

Help Desk Manager-specific certifications and education for your resume

Place emphasis on your resume education section . It can suggest a plethora of skills and experiences that are apt for the role.

• Feature only higher-level qualifications, with details about the institution and tenure.
• If your degree is in progress, state your projected graduation date.
• Think about excluding degrees that don't fit the job's context.
• Elaborate on your education if it accentuates your accomplishments in a research-driven setting.

On the other hand, showcasing your unique and applicable industry know-how can be a literal walk in the park, even if you don't have a lot of work experience.

Include your accreditation in the certification and education sections as so:

• Important industry certificates should be listed towards the top of your resume in a separate section
• If your accreditation is really noteworthy, you could include it in the top one-third of your resume following your name or in the header, summary, or objective
• Potentially include details about your certificates or degrees (within the description) to show further alignment to the role with the skills you've attained
• The more recent your professional certificate is, the more prominence it should have within your certification sections. This shows recruiters you have recent knowledge and expertise

At the end of the day, both the education and certification sections hint at the initial and continuous progress you've made in the field.

And, honestly - that's important for any company.

Below, discover some of the most recent and popular Help Desk Manager certificates to make your resume even more prominent in the applicant pool:

The top 5 certifications for your help desk manager resume:

• Help Desk Institute (HDI) Support Center Manager (SCM) — HDI
• Microsoft Certified Solutions Expert (MCSE) — Microsoft
• Information Technology Infrastructure Library (ITIL) Foundation — AXELOS
• Certified Information Systems Security Professional (CISSP) — (ISC)²
• Project Management Professional (PMP) — Project Management Institute (PMI)

List your educational qualifications and certifications in reverse chronological order.

• When You Should (And Not) Add Dean's List On Your Resume
• When Should You Include Your High School on Your Resume?

Should you write a resume summary or an objective?

No need to research social media or ask ChatGPT to find out if the summary or objective is right for your help desk manager resume.

• Experienced candidates always tend to go for resume summaries. The summary is a three to five sentence long paragraph that narrates your career highlights and aligns your experience to the role. In it you can add your top skills and career achievements that are most impressive.
• Junior professionals or those making a career change, should write a resume objective. These shouldn't be longer than five sentences and should detail your career goals . Basically, how you see yourself growing in the current position and how would your experience or skill set could help out your potential employers.

Think of both the resume summary and objective as your opportunity to put your best foot forward - from the get go - answering job requirements with skills.

Use the below real-world help desk manager professional statements as inspiration for writing your resume summary or objective.

Resume summaries for a help desk manager job

• With over 7 years of experience in IT support, a seasoned help desk manager adept at streamlining help desk operations, reducing downtime, and enhancing user satisfaction. Proficient in ITIL methodologies and Microsoft Office Suite, boasting a record of reducing ticket resolution times by 30% at TechGenix Solutions.
• Former customer service supervisor with 5 years of leadership experience, transitioning to the tech sector as a help desk manager, bringing exceptional problem-solving abilities and a commitment to improving service response times. Skilled in communication and team coordination, eager to apply transferable skills to achieve high customer service ratings in a tech environment.
• Eager to leverage a 10-year background in operations management within the retail industry to the tech sphere, where customer support and efficient resolution are paramount. Bringing to bear extensive experience in team leadership and process optimization, aiming to drive excellence in a new role as a help desk manager.
• A dynamic professional with 8 years guiding high-performance help desk teams for SaaS companies. Specializes in SAFe Agile methodologies and is a certified ITIL v4 practitioner. Achieved a 97% customer satisfaction rate through innovative support strategies and dedication to service excellence at CloudTech Enterprises.
• Seeking a challenging entry-level opportunity to apply my keen interest in technology and strong interpersonal skills. Enthusiastic about developing a deep understanding of technical support processes and contributing to improved customer service experiences. Motivated to learn rapidly and make a significant impact in a dynamic tech support environment.
• Recent IT graduate motivated to begin a career in tech support, aiming to apply theoretical knowledge from a BSc in Information Technology and hands-on internship experience. Focused on mastering help desk management tools and protocols to facilitate effective customer service in a high-paced tech firm.

Showcasing your personality with these four help desk manager resume sections

Enhance your help desk manager expertise with additional resume sections that spotlight both your professional skills and personal traits. Choose options that not only present you in a professional light but also reveal why colleagues enjoy working with you:

• My time - a pie chart infographic detailing your daily personal and professional priorities, showcasing a blend of hard and soft skills;
• Hobbies and interests - share your engagement in sports, fandoms, or other interests, whether in your local community or during personal time;
• Quotes - what motivates and inspires you as a professional;
• Books - indicating your reading and comprehension skills, a definite plus for employers, particularly when your reading interests align with your professional field.

Key takeaways

Securing your ideal job starts with crafting a compelling help desk manager resume. It should not only highlight your professional strengths but also reflect your personality. Key aspects to remember include:

• Choose a clear, easily editable format, allowing more time to focus on the content of your resume;
• Emphasize experience relevant to the job, focusing on your impact on the team;
• Opt for a resume summary if you have extensive professional experience, and a resume objective if you're just starting out;
• Include technical skills in the skills section and interpersonal skills in the achievements section;
• Recognize the importance of various resume sections (e.g., My Time, Projects) in showcasing both your professional abilities and personal traits.

Looking to build your own Help Desk Manager resume?

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Help Desk Specialist Job Description

Help desk specialist duties & responsibilities.

To write an effective help desk specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk specialist job description templates that you can modify and use.

Sample responsibilities for this position include:

Help Desk Specialist Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Help Desk Specialist

List any licenses or certifications required by the position: MCP, XP/MCP, MCDST, MCICT,MCITP, ITIL, IAT, II, CE, ACSP, MCSA

Education for Help Desk Specialist

Typically a job would require a certain level of education.

Employers hiring for the help desk specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Education, Associates, Computer, Networking, Information Technology, Technology, Business, Engineering

Skills for Help Desk Specialist

Desired skills for help desk specialist include:

Desired experience for help desk specialist includes:

Help Desk Specialist Examples

• Microsoft Word (.docx) .DOCX
• PDF Document (.pdf) .PDF
• Image File (.png) .PNG
• Participate in a quality program to certify that a high level of accuracy and Golfer Care are consistently delivered, utilizing Net Promoter Score (NPS) as the primary driving metric
• Create and deploy workstation images via Microsoft Systems Center Configuration Manager 2012
• Manage Mac servers and end user devices
• Manage the breakdown, relocation, and setup of workstations to accommodate user relocations, site remodels, and new location installations as assigned
• Process new user account / email setup, and departing user account retirement
• Ensure Windows and Mac devices are kept up to date with security updates
• Ensure all end user devices are protected and managed by Symantec Endpoint Protection
• Facilitate building access / security requests
• Train users on the PC operations and standard applications as required
• Research, test, recommend, price, purchase and deploy end user workstations and devices
• Initiate all helpdesk requests and create tickets
• Ensure O/S software and productivity applications are available to employees and contracted personnel
• Support all standard desktop software and hardware devices
• Maintain Knowledge base of solutions
• Provide basic "how to" assistance for standard desktop productivity software
• Provide recovery assistance for file corruption and restores
• Maintain end user device inventory
• Provides 24x7 Help Desk support as defined by first response/Tier 2 support
• Provides phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications
• Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket if possible
• Resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket
• If unable to resolve thoroughly, document ticket with actions taken in an attempt to resolve and escalate ticket
• Receive, triage and route tickets to Tier 2 Help Desk
• Monitors operational activities of all cells to maintain centralized situational awareness of the overall health of NGA IT services
• Trains and provides guidance and direction to less senior Help Desk staff
• Responsible for Encompass Helpdesk support for the Southeast Region
• Assist with hardware and software incidents regarding system performance, poor response and system configuration
• Reassign tickets using the appropriate call types when required
• Remain current with the industry in knowledge and use of technology and management products and make recommendations on optimization and new technology exploitation that will improve delivery of the Services efficiently and effectively
• Support all Services-related Equipment and Software included in the IT Service Catalogue including both Standard and Non-Standard Products
• Provide desk side support Services for Supported Desktop Standard Products in Mississauga, New York , Los Angeles and remote users within the established procedures
• Provide desk side support Services for ad hoc customer training and how-to assistance
• Interact with various venders from Credit bureaus to hardware audit, fire inspections
• This will require independent reading and learning of technologies
• You will be responsible for providing support to end-user community on hardware, software and network related problems, questions, and use
• Capture and document relevant information through online tracking system, prioritize issues and investigates solutions
• Provide immediate resolution if possible or assigns issue to the next level of support
• Act as incident coordinator by keeping affected parties updated throughout the incident lifecycle
• Performs 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
• Partners with developers and engineers to reduce reoccurring incidents
• Assist in developing continuous process improvement for support tools, troubleshooting techniques
• Communicate to appropriate internal personnel of issues at a particular account?
• Ship replacement hardware for break fix
• Remotely resolve software troubles via telephone and remote take over
• Provide priority service for named VIPs in staffed locations
• Provide priority service for named VIPs at non staffed locations remotely
• Provide a high touch service including how to support for VIP's
• Coordinate with 3rdparty service providers addressing installations, moves, adds, changes (IMAC’s) for voice network equipment
• Determine severity and complexity of a reported issue and if necessary escalate to the appropriate specialist
• Help ensure a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets
• Troubleshoots, isolates, documents, and resolves problems reported by users
• Builds and maintains PC systems
• Keeps current and knowledgeable on all corporate approved software, general technological advances
• Researches and resolves hardware and software application problems
• Ensuring a timely process through which problems are controlled
• Provides first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, system and network status, and problem entry via problem tracking tool
• Maintain and update tracking tool
• May report recurring problems to management
• Provide standard remote support for non staffed locations
• Provide assistance to user requests for help, clarification and incident resolution
• Given the nature of technical support services in a changing business environment, must be receptive to commensurate change in roles and responsibilities as required
• Must have good communication skills via phone call, e-mail, voicemail, walkup, fax, or Web interface
• Tier 1 provides (basic technical troubleshooting), , receiving, assigning, escalating, resolving, tracking and reporting of customer technical issues
• Tier 1 will provide initial support to assess the severity of the issue by reviewing the problem and creating a trouble-ticket
• Advanced skills in a particular software application or specialty such as electronic mail, or the ability to access and manipulate Microsoft Office documents
• Should have a solid background and understanding of Information Technology and Data Centers, preferably DISA or DECC
• Complete Routine Service Desk tasks prior to the end of each shift or as directed
• Review all open NIPR, SIPR and CR Tickets at the beginning and end of every shift and taking action to prevent breaking service windows
• Review each ticket and taking action as necessary to meet established priorities
• Ticket has been reviewed and no action is required at this time
• Ticket has been reviewed and will be worked during my shift
• Complete SITREP review with someone from out-going shift at shift change
• Annotate in DEPS SITREP Review completed ar shift change
• Complete SITREP update on every shift
• Verify the most current versions of anti-virus and SCCM agent software are installed and if not the case, take corrective action
• Three (3) years Help Desk experience with a Bachelor’s Degree in a Business, Technical or Math related field
• Five (5) years with an Associate’s Degree and/or seven (7) years experience may be substituted for the Bachelor’s Degree
• H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position
• Associate’s degree or 2 years of college in IT related field
• High school diploma along with 2 years of customer service experience

Related Job Descriptions

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Becoming a Skilled Help Desk Technician

Zuzanna Bocian

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

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

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

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

What is a help desk technician?

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

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

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

Education and certification  

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

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

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

Key responsibilities of a help desk technician  

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

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

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

Educating and training end users in new or unfamiliar technologies.

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

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

Technical skills and knowledge

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

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

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

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

Tips for success as a help desk technician  

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

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

Develop strong communication skills

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

Hone your problem-solving skills

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

Continuously improve your technical skills

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

Pursue industry certifications

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

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Overcoming common challenges

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

Staying calm in tense situations.

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

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

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

1. Managing a high number of support requests

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

2. Dealing with difficult or frustrated users  

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

3. Keeping up with rapidly changing technologies

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

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

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

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

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

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Technical Support Analyst

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Position Overview

This position reports to the Help Desk Manager assisting staff, faculty, and students with tier 1 technical support of desktop, laptop, iphones/ipads, applications and related technology. Support includes specification, installation, and testing of computer systems and peripherals as well as training and assisting the campus community. The ideal candidate has a “can-do” attitude, is a self-starter, and is willing to take on any new challenge that is presented to them.

Primary Responsibilities:

• Demonstrate discretion and independent judgment, provide technical support and troubleshooting assistance to the campus via email, telephone, office visits, and classroom visits. Judgment is critical in supporting faculty and students in active classrooms, and staff in office operations.
• Maintain computer labs on campus as well as the virtual lab environment to ensure they are up to date and operational.
• Provide technical support for college owned hardware and software such as Microsoft Office suite, Windows and MAC operating systems as well as Apple iOS; and Mac OS X client configuration and management.
• Prepare equipment for deployment which includes imaging devices to ensure they are end user ready.
• Set up network accounts, network printers, email programs and web browsers. Reset network account passwords for faculty, staff and students.
• Assist with maintaining internal IT equipment and keep an accurate count of what is on site and what is needed.
• Mentor student workers in technical campus support; answer questions, direct responses, assign work orders; may participate in student training sessions.
• Lift and move computers, monitors, and other hardware as required.
• Assist with troubleshooting and maintaining the AV on campus.
• Perform other duties as assigned.

Qualifications:

• Bachelor’s Degree preferred
• 2-4 years of experience in a technology environment, successfully serving customers
• Strong written and oral communication skills. Proficient in documentation, reporting and knowledge transfer. Strong organizational skills.
• Ability to work independently and as part of a team, be able to perform under pressure.
• Ability to use independent judgment
• Ability to work nights and weekends when required is a must.
• Able to work in a collaborative team-oriented environment
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong knowledge of Windows and Mac OS

Application Materials Should Include:

• Cover letter stating motivation and interest in the position, citing experience relevant to the qualifications and including experience with, and commitment to, our Catholic Augustinian mission, our values, and our desire to be a more diverse, equitable and inclusive institution of higher learning.

This position is subject to the successful completion of a criminal background check.

Vaccinations and Work Location 

This is an on-campus position as employees are essential in order to provide a fully on-campus, residential college experience for our students and the community.

The COVID-19 vaccine and booster for which an individual may be eligible are highly recommended for students, faculty and staff. Merrimack College does not require proof of COVID vaccination for enrollment, employment or to be a guest on our campus. 

Statement on Our Mission

Merrimack College is a Catholic Augustinian institution of higher education committed to building a culturally and racially diverse community. Our mission is to enlighten minds, engage hearts and empower lives and is inspired by our Catholic faith and the Augustinian tradition of seeking truth through inquiry and dialogue.

Merrimack College seeks candidates who understand, respect and can contribute to Merrimack’s Catholic and Augustinian mission and values and advance our work in the area of diversity, equity and inclusion. We strongly encourage applications from members of underrepresented groups. All candidates should describe in their application previous experience related to equity, diversity, and inclusion, as well as how they will engage in fostering a culture that supports our Catholic and Augustinian mission and our values of diversity, equity and inclusion.

About Merrimack College

The only Catholic, Augustinian institution of higher education in New England, Merrimack College is a private, independent, coeducational institution with more than 4,000 undergraduate and 1,400 graduate students from 43 states and 42 countries. The College features more than 100 career-focused undergraduate, professional and graduate programs, all taught by exceptional faculty who are passionate about their subject and student success. The College has five schools: arts and sciences, engineering and computational sciences, nursing and health sciences, education and social policy and the Girard school of business. The College’s suburban 220-acre campus is just north of Boston in North Andover, Massachusetts. Merrimack is a Master’s Colleges and Universities/Larger Programs (M1) institution in the Carnegie Classification of Institutions of Higher Education. Merrimack is one of the fastest growing educational institutions in the country and has steadily climbed up in the U.S. News & World Report’s ranking of Best Colleges, ranking 33rd in the Regional Universities North category in 2024. Merrimack is a NCAA Division I athletic institution.

Merrimack College is an Equal Opportunity Employer.

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