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IT Help Desk Support Resume Examples

• IT Help Desk Support
• IT Production Support
• IT Project Coordinator
• IT Quality Assurance Software Tester
• IT Support Technician
• Installer Resumes
• Interior Design
• International Resumes
• Inventory Management

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City, State, Zip Code

Home: 000-000-0000 | Cell: 000-000-0000

[email protected]

Experienced IT help desk support representative with strong background in the installation and maintenance of software and hardware. Trained to deliver an exceptional level of customer service in IT support. Ready to take four-plus years in the field to repair, modify, install, and advise in the management of software and hardware.

• Outstanding background in the field of troubleshooting simple and intricate tech applications
• Expert in remote and on-site consultation within an IT environment
• Familiar with procedures for IT assistance in LANs, routers, peer-to-peer file sharing, connectivity of remote desktop servers, TCP/IP networking, and more
• Prepared to work on weekend, rotational, and night shifts
• Manage administrative server functions, including back-ups, upgrades, recovery, management of disk space, and more
• Create and manage P2P application patches
• Monitor business applications via remote desktop
• Work with end users, resolving their software and hardware issues in efficient manners
• Pool resources with technical personnel to accomplish system implementations
• Managed administrative server functions, including back-ups, upgrades, recovery, management of disk space, and more
• Located root causes of technical errors and implemented prompt solutions
• Member of the research and development team that evaluated and implemented applications
• Designed and conducted online training for customers and company employees

There are plenty of opportunities to land an IT Help Desk Support job position, but it won’t just be handed to you. Crafting an IT Help Desk Support resume that catches the attention of hiring managers is paramount to getting the job, and LiveCareer is here to help you stand out from the competition.

Related Skills

• Help desk support
• Helpdesk call support
• Helpdesk support
• Visitor support
• Basic IT support
• Kitchen support
• Autodesk Revit
• Support Documentation Composition
• Helpdesk administration
• Onsite customer support

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Articles to Help you Write the Perfect Resume

• IT Resume Examples
• Top Skills To Include in an IT Resume
• Resume Writing Tips for IT Professionals
• All Information Technology Resumes

What to read next

RESUME TIPS

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• Resume Examples

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

You keep the company running through a thousand tiny problems because you understand how tech works. Prove it to employers with a highly functional IT help desk resume.

As seen in:

You can’t afford a failed connection in your job search. But without a Cisco-worthy IT help desk resume, denial of service is almost guaranteed. That’s because the hiring manager has a packed calendar this week, and she won’t take a second look at you if your resume is as generic as a CAT-5 cable.

Don’t panic.

You can write a Juniper-level resume for IT help desk jobs if you do a few things differently than other job seekers. First and foremost? Don’t focus on your job duties from past jobs. That’s yawn-provoking. Instead, show how you’ve made the needle jump with your accomplishments. We’ve got a template and the right steps below.

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

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

Want more IT resume examples? You’re in the right place:

• Computer Technician Resume Examples & Guide
• Desktop Support Resume Examples & Guide
• Entry Level IT Resume Examples & Guide
• Help Desk Resume Examples & Guide
• IT (Information Technology) Resume Examples & Guide
• IT Director Resume Examples & Guide
• IT Manager Resume Examples & Guide
• IT Project Manager Resume Examples & Guide
• IT Specialist Resume Examples & Guide
• IT Support Resume Examples & Guide
• IT Technician Resume Examples & Guide
• Agile Project Manager Resume Examples & Guide
• Data Center Technician Resume Examples & Guide
• System Administrator Resume Examples & Guide
• System Analyst Resume Examples & Guide
• Technical Support Resume Examples & Guide
• Scrum Master Resume Examples & Guide
• Job Resume Examples for All Professions

Sample IT Help Desk Resume Template

Ray Hernandez

[email protected]

865-240-1663

linkedin.com/in/rayzhernandez

Resume Summary

Accomplished IT help desk specialist with 4+ years of experience keeping systems running and resolving trouble tickets in a Windows 10 environment. Seeking to improve service massively at GalvaTech Inc. At Phair-Litman Systems, installed 120+ new PC workstations and laptops with Windows 10 with zero downtime.

Work Experience

IT Help Desk Specialist

Phair-Litman Systems, Fairhaven, TN

June 2017 – June 2020

• Installed 120+ new PC workstations and laptops with Windows 10 and MS Office 365. Achieved zero downtime through cloud data redundancy during changeover.
• Resolved 20+ trouble tickets per day through efficient triaging of problems.
• Maintained 99% satisfaction rating in monthly end-user scoring through applied interpersonal skills and providing fast solutions.
• Performed 100+ successful hardware and software repairs per week.
• Slashed update times for systems & software by 30% through automation.
• Reduced downtime for 300+ machines by 22% by scheduling and performing regular maintenance of hardware and software.

Help Desk Technician

Zaffnathy Sports, Inc.

June 2015–March 2017

• Diagnosed and resolved 20+ computer and printer problems per week in a busy corporate office.
• Implemented new network security system using VPNs and Cisco PIX firewall to connect both brick-and-mortar and remote employees.

University of Maine

BS in Computer Science

Graduated: June 2015

• Vice president, student computer club
• Recipient, Susan G. Johnson Award for academic excellence

Additional Activities

• Board member, Tucker County Animal Shelter. Set up donated shelter computer system and security cameras
• Lead a weekly CrossFit group. Increased membership by 50%

Core Skills

• Hard Skills:  Salesforce, Cisco switches & routers, Windows 10, Office 365, phone system support, desktop and laptop support, troubleshooting
• Soft Skills:  interpersonal skills, friendliness, teamwork

Certifications

• ITIL — Axelos

Here’s how to write your own job-getting IT help desk resume:

1. Format Your IT Help Desk Resume Correctly

Here’s the bad news—the company won’t hire an IT help desk specialist with a sloppy resume. With the wrong formatting, margins, fonts, and resume layout , they’ll assume you’re Dennis Nedry. Don’t be that job applicant. Turn in a sharp-looking IT help desk resume to show you know your stuff.

The perfect resume should prove you know a switch from a router at first glance. Here’s how to nail the right resume format for a job :

• Use the chronological resume layout . It’s the best of the three resume types in most cases.
• Start with a clean resume template so you won’t spend hours messing around with formatting.
• Set your resume font size between 10 and 12 points, and choose a respected font like Calibri or Arial.
• You can adjust your resume margins a little to make everything fit, but don’t stray too far from one inch all around. 
• The length of a resume should be a single page for IT help desk jobs. Make sure your resume fills the page, but don’t stretch it to two pages.
• The name of a resume file should be “Name - Job Title - Resume.pdf”

Read more:  What's the Difference Between a Resume and a Cover Letter

2. Catch Their Eye With a Resume Profile Statement

You need a resume introduction .as the TL;DR version of your resume. It goes at the top, and it should grab them like a secure connection request.

If you’re new to help desk work, write a career objective statement . Back before Wi-Fi, those were a way to explain your career goals. That’s job search suicide today. Employers want to hear about your goal to help them make their IT situation better.

If you’ve got more experience than Larry Ellison, write a career summary statement . It’s the elevator pitch for your resume. Pick the best parts of your resume and shine a floodlight on them. Your summary should make the hiring team say, “Okay, I need to read this carefully.”

Read more: Ways to Make a Resume Stand Out

3. Target Your IT Help Desk Resume Job Description

Oh-oh. You’ve been making a big mistake. Your past resumes have talked about your duties and responsibilities. You know: “I provided technical support, resolved trouble tickets, and installed hardware and software.” What’s wrong with that? Everything. We have no idea if you shined or fizzled.

You can’t just say you were an IT help desk specialist. You have to show you were the Sheldon Cooper of the company.

Here’s how to add relevant experience in a resume so it blows their suits off:

• Right after your resume summary, list your newest job.
• Add its job title , the company you worked for, its location, and the dates you started and stopped working there.
• Create a tailored resume by adding up to six bullet points that show your most praiseworthy key achievements . Add numbers to make them shine.
• Don’t start your sentences with “handled” or “responsible for.” Instead, use power words for resumes like increased, solved, resolved, or installed.

Read more:  Should You Include Irrelevant Experience on a Resume

4. Write an Engaging IT Help Desk Resume Education Section 

Do you need to show education in a resume for IT help desk jobs? Absolutely. You don’t need a computer science degree to get the job. But—you have to show your schooling. The trick? Don’t just list your degree . Add a couple of accomplishments that show you weren’t just playing beer pong.

• You can add lists of relevant coursework or school projects in an IT help desk resume.
• Did you win any academic awards? Belong to any school clubs or groups? You can add those to show extra skills.
• Don’t overdo the educational accomplishments. If you’ve been in the workforce for a while, one or two is plenty. You’re just trying to show you did something in school.
• What about GPA on a resume for IT help desk jobs? If you got a 3.8 or higher, go ahead and list it. Otherwise, delete it.

Pro Tip: According to US Government data , computer support jobs will grow at 10% in the next 10 years. That’s faster than the average job. But your resume needs to sizzle if you want a good one.

5. Prove Your IT Help Desk Skills

So many job applicants get the resume skills section wrong. They treat it as a laundry list. The more the merrier, right? Nope. The key is to list only a sampling of your skills. But—make them the perfect IT help desk skills the company is jonesing for. This is really powerful if you get it right.

Here's how to prove your IT help desk skills are Cisco-ready:

• Look closely at the job ad online. It’s got the best computer skills for the job in it, as plain as day. Write them down in your skills list.
• Make sure you combine both hard and soft skills in your list. You’ll also want a few technical skills like router installation or JavaScript.
• Next, make sure you prove those help desk skills with the achievements in your bullet points. Just saying you have a skill is unconvincing.

IT Help Desk Resume Skills

• Troubleshooting
• Network Architecture
• Trouble Ticket Systems
• Phone Support
• Network Security
• Programming Languages
• Time Management Skills
• Critical Thinking Skills
• Verbal and Written Communication Skills
• Decision Making Skills
• Teamwork Skills
• Organizational Skills
• Interpersonal Skills
• Problem Solving Skills

Read more:  How to List Programming Languages on a Resume

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

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

6. Add “Other” Sections to Your IT Help Desk Resume

Show you’ve done more with your skills than just go to school and get a job.

• List licenses and certifications like a CompTIA A+ certification or ITIL if you have one.
• Have you gone to conferences? Written for publications on tech subjects? Those can help you get the job.
• You can list volunteer experience in a resume to show you’ve got extra bandwidth.
• Also consider adding foreign language skills to your resume or clubs or groups you’re in.

Read more:  What Does the Best Resume Look Like?

7. Write a Cover Letter for Your IT Help Desk Resume

Do you need a cover letter in an IT help desk resume? Yes. Too many applicants these days are spamming employers. To show you’ve actually thought about this job, a letter is imperative. What is a cover letter for ? To prove you really want this job out of all the others and you’ll work hard if they hire you.

Include the right cover letter parts :

• Start with a modern cover letter template to save tons of time fighting with the formatting and layout.
• In the first paragraph, write a cover letter introduction that makes them want to read the rest.
• In the second paragraph, call out the most attractive parts of your resume for IT help desk jobs.
• Write a cover letter ending that asks for the interview. Also in your final paragraph, say something you’d love about working at the company.

How long is a cover letter ? Three punchy paragraphs and less than a full page. Nobody will read the War and Peace of cover letters.

Read more: What Should a Cover Letter Say

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

See more cover letter templates and start writing.

That’s it!

That’s everything you need to write a great IT help desk resume!

Thanks for reading! Do you have another question on how to make a Juniper-worthy IT help desk resume? Give us a shout in the comments section!

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IT Help Desk Technician Resume Samples

The guide to resume tailoring.

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

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

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

Create a Resume in Minutes with Professional Resume Templates

• Assist with physical PC workstation moves (PC’s, monitors, phones, etc)
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Maintains bank and network standards to preserve network integrity
• Participates in established rotating on-call schedule, providing 24x7 support on a periodic basis
• Provide technical assistance and support related to end users, computer systems, hardware, or software
• Answer incoming customer calls and provide assistance by phone in a friendly and professional manner
• Provide a consolidated point of contact for providing Tier I technical support to Kiewit employees
• Handles Identity and Access Management; provisioning, supporting, and disabling user accounts and profiles
• Provide established on-call technical support using a rotational schedule
• Support end-users with application, computer, desk phone, printer and basic network related issues following established policies, processes and procedures
• Install workstations, laptops, printers and other desktop related equipment as directed by service request tickets, including asset tracking and systems monitoring
• Assist in moving desktop equipment to different locations
• Responsible for supporting desk phone devices and management software
• Works cohesively with fellow team members, management, escalation points, and vendors to ensure the right solutions are implemented and sustained
• Provide maintenance, technical support and troubleshooting of desktop computers, printers, telephones and other devices to ensure effective use of technology resources by Berg staff
• Participate in the effective operation of the IT Help Desk by taking requests, tracking work tickets, maintaining equipment inventories
• Develop and maintain knowledge of Berg computer systems and share this knowledge with customers to promote computing literacy and efficient use of technology as well as a high level of customer service
• Maintain the security of client computers and data by ensuring operating system updates and virus protection are installed as well as finding and eliminating malicious applications
• Familiarity with Internet/Intranet coding tools and scripting (e.g. PowerShell, Bash, PHP, ASP, etc.) a plus
• Help Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Work from a ticket queue to complete work orders in a timely manner to meet department and customer service objectives
• Exercises ability to learn quickly and retain knowledge. Strives for constant improvement and development
• Excellent written and verbal communication skills; Strong ability to communicate technical information, both verbal and written, to a wide range of end-users
• Strong organizational and time management skills with a highly developed attention to detail
• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
• Ability to learn new technology and systems quickly
• Ability to adapt quickly and effectively in a diverse and ever-changing environment
• Effectively manage multiple priorities with a strong attention to detail in a fast paced environment
• Demonstrated commitment and ability to provide excellent customer service
• Solid understanding of basic client connectivity - ethernet, TCP/IP and VPN
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations

13 IT Help Desk Technician resume templates

Read our complete resume writing guides

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

• 1) Must possess a Bachelor’s degree in Computer Sciences and a minimum of three years related experience
• 2) Must possess Experience and training in working with Windows Operating Systems, LAN/WAN hardware and software
• 3) Must possess and maintain a Secret Clearance
• 4) Must hold a current industry certification in one of the following areas: CCNA, CCNP, CompTIA Security+, CompTIA Net+
• 5) Must be a U.S. Citizen
• 1) Masters in Computer Science or related field
• 2) CISSP certification
• 3) Previous experience in a TRADOC environment managing networks
• 1) Must possess a Bachelor’s degree in Computer Sciences or four years related experience and/or training; or equivalent combination of education and experience
• 1) CISSP certification
• 2) Previous experience in a TRADOC environment managing networks

Senior IT Help Desk Technician Resume Examples & Samples

• Maintain network security and access to resources by creating, editing, or deleting user accounts, network shares and e-mail lists with attention to appropriate security procedures
• Provide IT systems administration and support as needed, working closely with the Director of Network Systems Administration & Sr. IT Help Desk Technician, to ensure continuous and effective operations while maintaining IT security policy
• Participate in ensuring the stability of all of Berg’s information systems with teamwork and professionalism, including, but not limited to, carrying and responding to a cell phone and being available when needed for critical system support
• Requires a B.A. or B.S. degree in information systems or equivalent; working knowledge of the information technology field with a minimum of 2 years’ experience in a fast-paced, IT support environment
• Basic network administration ability with Microsoft Active Directory and other network applications
• Extensive knowledge of Microsoft Windows and/or Apple operating systems, hardware and general computer operation required
• Significant customer service/support experience a plus
• Strong listening and problem-solving ability
• Ability to explain and document computer systems in terms equivalent to user’s experience level
• Ability to independently coordinate projects & plans with team members for timely completion of mission-critical, complex, and often sensitive projects or emergencies
• Experience with inventory management and ticket tracking a plus
• Understanding of information systems privacy and security issues including common practices for protecting systems a plus
• Physically capable of regularly lifting IT equipment (up to 50 pounds), install cabling, access tight spaces under desks, etc

IT Help Desk Technician Resume Examples & Samples

• Bachelor’s Degree in Information Systems or 2 years of relevant technical experience
• 2 years+ experience working in a dual Windows/Mac environment, troubleshooting and resolving high level complex technical issues for customers
• Experience with troubleshooting mobile devices (iOS, Android)
• Ability to image Mac and PC machines with related software and accounts (i.e. Office 365, Adobe, Active Directory, SSCM, Casper)
• Ability to build a positive relationship between the clients, internal groups and technical organization
• Experience in infrastructure and application monitoring is a bonus
• Familiarity with ITIL processes desired
• Must be fluent in English. French, German, and Chinese are a bonus!
• Ability to clearly communicate technical concepts to non-technical people
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
• Ability to multi-task in a fast-paced environment
• Knowledge of Windows desktops and notebooks, as well as iOS devices, in a networked environment
• Experience with Windows 7, 8 and 10, Windows Server 2003/2008/2010/2013 and Mac OS
• Experience supporting and troubleshooting Microsoft Office 2010 and 2013 as well as Office 365
• Experience supporting Outlook in a Microsoft Exchange/Cloud environment
• Experience supporting desktops in a MS active directory environment
• Experience with mobile devices in a plus
• 2 years of experience with providing second-tier support to end users for either PC, server, or mainframe applications or hardware
• Experience with simulating or recreating user problems to resolve operating difficulties
• Experience with recommending systems modifications to reduce user problems
• Experience with Microsoft Active Directory and Public Key Encryption
• Knowledge of operating systems, business applications, printing systems, and network systems
• HS diploma or GED and 8 years of experience in a help desk environment, AA or AS degree in CS or Information Systems and 5 years of experience in a help desk environment, or BA or BS degree in CS or Information Systems and 2 years of experience in a help desk environment
• Experience with NetApp storage management and configuration
• Experience with Server and Cisco Unified Computing System (UCS) management and configuration
• Ability to interface with all levels of staff and be highly motivated with strong client focus
• Microsoft Certifications, including MCSA, MCSE, or MCSM
• Cisco Certified Network Associate (CCNA) with a comprehension of EtherChannel and Cisco routing and advanced switching
• Identify, research and resolves technical problems
• Document, track and monitor problems to ensure timely resolution
• Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues
• Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems
• Correct application issues, solve network and security problems and identify common PC software and hardware problems
• Provide hardware support of PCs and Laptops, such as installing replacement hardware or upgrading hardware
• Support Software/Hardware on equipment such as, Scanners, Copiers, Printers, Monitors and other peripherals
• Provide support for Windows XP and Windows 7 by evaluating and troubleshooting issues including running in-depth diagnostics
• Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software
• Associate degree is preferred
• Minimum 1 year of related work experience required
• Excellent organizational, written, and verbal communication skills
• Computer literate and familiar with help desk procedures
• Knowledge of systems software sufficient to determine if a malfunction is in the hardware or in the software
• Ability to install and deploy Windows based computers
• Possess working knowledge of Microsoft Office Suite of products including Word, Excel, Access and PowerPoint
• Knowledge of Internet Explorer software usage and configuration
• Ability to lift up to 60 pounds required
• Provide computer and phone peripheral support for all Lithia Auto Store locations
• Utilize and perform in a Windows-based environment as well as versions of Microsoft Office Suite
• Create/remove logon credentials from various in-house databases including but not limited to Microsoft Active Directory, Cisco Call Manager, Cisco Unity Voicemail, Third Party Systems and databases
• Monitor email/voicemail messages from customers for assistance by opening trouble tickets for each request
• Set-up and install peripherals including but not limited to phones (Cisco IPT), PC’s, printers, laptops, monitors/projector units in person or as an instructor by phone
• Assist with physical PC workstation moves (PC’s, monitors, phones, etc)
• Manage and complete assigned issues and projects in a timely manner
• Travel as required to field stores
• Work schedule rotation for periodic on-call and after-hours support
• Perform other duties and projects as assigned
• 1 – 2 years of knowledge and work experience in an IT or computer related environment
• AA or BS degree in Computer Science, preferred
• 2+ years’ experience with Windows OS (XP, 7), Microsoft Office applications with some MAC OS experience, preferred
• CompTIA A+ or Network+, desired
• Working knowledge of basic hardware, including laptops, desktops and printers
• A team player who is professional and focused on providing exemplary customer service
• Ability to articulate and troubleshoot issues over the phone and in person
• Strong attention to detail and sense of urgency
• Active Listener and Critical Thinker
• Solid time management skills
• Possess an acceptable driving record and a valid driver’s license in your state of residence
• Provide Tier I and II IT troubleshooting services such as maintaining, installing, repairing, and modifying computers/mobile devices (SIPR, NIPR, CENTRIX, etc.) and their associated business software
• Life Cycle Replacement support services (configuration/imaging, distribution and installation)
• Provide direct customer support for Audio Visual and Video Teleconferencing equipment and services
• Document incident statuses in incident database tools (i.e. Remedy)
• High School diploma or equivalent with 5+ years of related working experience
• Demonstrated experience with Active Directory, Operating System delivery methods (BMC Remedy or Altiris Deployment Solution, SCCM, Ghost, etc.) and basic troubleshooting techniques in a Service Desk environment
• Working knowledge of Windows 7/10, Office 2007 and 2010
• Background in networking concepts to include TCP/IP, DHCP, VLAN, DNS and other common networking business practices
• Currently possess DoD 8570 IAT Level II requirements to include active CompTIA Security+ce certification
• Currently possess an active DoD Secret security clearance
• Ability to work weekends and travel upon customer requests as needed
• Experience in DISA, USARPAC, and USARC IT Tiered support Services is preferred
• Candidate must have strong interpersonal skills and the ability to work well under pressure
• Assembles medical products on an assembly operation, performing a variety of tasks on a rotating basis
• Ability to rotate through the assembly line
• Performs on-line and in-process visual inspection of products to ensure specifications per work order and procedure are followed
• Assists Team Leader and Technicians with product and/or machine change-overs
• Ensures product assembled meets quality standards
• Rejects product outside of specifications
• Adheres to safety standards
• May operate a variety of testing equipment required for periodic product and process testing
• Performs other related tasks, as required
• Education and/or experience equivalent to a high school diploma or certificate of leaving
• Demonstrates competencies and ability to rotate in a specific assembly line or work cell
• Ability to perform a variety of assembly tasks requiring dexterity and fine motor skills
• Ability to visually check work performed and identify whether a product has been assembled correctly
• Ability to follow instructions in performing repetitive tasks
• Attentiveness in performing tasks
• Ability to work as a team member in assembling sterile medical products
• Ability to meet line rate expectations
• Six months of experience
• Applies Laboratory policies and procedures to provide technical solutions to a wide range of difficult problems
• This is the skilled/fully proficient level; applies knowledge of the job and policies/principles to complete a wide variety of tasks
• Position typically requires a high school diploma and two-to-four years of related experience, or an equivalent combination of education and experience. At this level, additional training, certification, and/or education may be desirable
• At this level applicable foundational vendor certification is desirable
• Provide support for a variety of computer systems administration and support tasks
• Provide level 1 support for hardware problems
• Perform trouble shooting and provide support for software applications pertaining to PIPS, PIPS-R, Portal and OPM’s FDR and FWS systems
• Learn and provide level 1 support for any new software or hardware that KeyPoint Government Solutions may adopt
• Other duties that may be requested by supervisor
• Communicates with end users to resolve issues a soon as possible
• Organizes and prioritizes requests to optimize efficient resolutions
• Oversee the daily performance of computer systems
• Confer with staff, users, and management to establish requirements for new systems or modifications
• Modify and customize commercial programs for internal needs
• Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis
• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand
• Written Comprehension — The ability to read and understand information and ideas presented in writing
• Written Expression — The ability to communicate information and ideas in writing so others will understand
• Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations)
• Two years of previous hands on experience required
• Proficiency in internetworking, TCP/IP, routing/switching, wireless networks, VPNs, network diagnostics, management and troubleshooting. Certifications a plus but not required
• Working knowledge of core Internet protocols including TCP/IP, DNS,FTP, etc
• Experience in Microsoft Windows 2k or 2k3 server environments including installation, configuration and use of Active Directory
• 1+ years experience doing technical support, helpdesk, service desk or phone support
• Experience with Windows XP and MS Outlook
• Active Directory skills such as creating/deleting users, resetting passwords, etc
• Experience supporting, troubleshooting and break/fix on various hardware such as Dell and Lenovo laptops and desktops, printers and scanners
• Willingness to provide technical support primarily over the phone
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• Respond to request via phone calls, in person or by email through help desk software
• Image new computers to company standard install
• Support company mobile phones and smart phones
• Follow up with customers to ensure issues have been resolved
• Degree in Information Technology or related field or relevant experience,
• Excellent oral and written communication
• Ability to prioritize tasks and work in a fast paced environment
• Answers help desk telephone, email and other requests and provides Level 1 support for reported incidents
• Uses troubleshooting, logical processing and problem solving skills to resolve hardware, software, and network issues
• Applies strong organizational, multi-tasking, and follow-through abilities. Effectively prioritizes workload in a fast paced environment
• Draws on basic understanding of network topology and connectivity to monitor and troubleshoot the bank’s network. Further develops working knowledge of the bank’s networking environment
• Documents procedures, technical specifications and similar items to improve departmental knowledge
• Accurately logs calls into the Help Desk ticketing system
• Responds to user requests in person or by appropriate communication(s)
• Refers unresolved help desk issues to next level support
• May travel to branch offices as required to setup equipment in a new branch, or assisting with moving equipment when a branch relocates
• May travel to branches of newly acquired entities for conversion purposes
• Handles returns of equipment and/or exchanges
• Communicates with vendors on new purchases, warranty repairs, swaps
• Responsibilities also include proactive monitoring of network and systems, backup media cataloging, report generation and other duties as assigned
• Performs various clerical duties including, mail distribution, filing, copying, word processing, assisting employees as required
• Ensures that internal customers are receiving quality service and support
• Adheres to strict compliance with bank policies and procedures
• Helps advance the company perception of Help Desk by providing excellent customer service, good communication and interpersonal skills, and following through and following up on all calls that are taken by incumbent to ensure that problems have been completely resolved
• Minimum 1-2 years’ IT experience
• Strong computer skills (ability to operate specific software programs) and wireless/network devices
• Familiarity with the geography of the OSU campus is preferred but not required
• Administration of Active Directory Controller
• PC / Laptop Hardware and Software Support
• Administration of Virus Protection and Security System
• Copier and PC Printer Administration
• Administration of Phone Call Center System
• Administration of Email System
• Administration of CRM System
• Microsoft Office skill with Excel and Word
• Ability to apply a structured approach, such as scientific method, to complex problems in unfamiliar environments
• Ability to communicate effectively with both IT staff and operations staff
• Responds to queries, creates/updates tickets, isolates problem, and determines and implements solutions or escalation procedures
• Assists in the monitoring of tickets in multiple queues to facilitate processing of all customer support requests, examines personal queues to prioritize and complete work to meet or exceed response and resolution targets
• Follows defined policies and procedures to manage workflow, including escalation of tickets, utilizes all available resources to promptly and accurately identify resolutions
• Understand, apply and utilize all information gained by reading, studying and reviewing technical documentation, manuals, TechNet, and other support sources
• Above all this position is a part of a “customer service” organization and must show an aptitude for the development, management, and delivery of outstanding services to Analogic employees, customers, suppliers, and any other internal organization that relies on the network
• Solid understanding of how software and operating systems work
• Excellent listening and questioning skills
• Strong customer focus
• The ability to prioritize your workload
• Ability to lift to 50 lbs
• 1 year technical support experience
• Operating Systems
• Logical Devices
• Microsoft Suite 2010 & 2016
• Engineering Tools

IT Help Desk Technician Level Resume Examples & Samples

• Responsible for serving as centralized point of contact for all technology needs by interfacing with customers via phone, chat, email and other request mechanisms
• Monitor ticketing queues and route/assign incidents and requests as needed
• Ensure the stable operation of desktop computers (Windows and Apple OS), accessories and peripherals following established guidelines and best practices
• Monitors systems and alarms, troubleshoots, and escalates where appropriate
• High school diploma
• 1-3 years related experience
• Experienced in troubleshooting methods and procedures
• Basic understanding of Microsoft Windows operating systems
• Basic experience troubleshooting and support PC hardware and software
• Basic experience using e-mail and word processing software. Basic understanding of network software, hardware and services
• Interface with users, identify and resolve problems, escalate unresolved trouble tickets as appropriate, and track calls
• Install, maintain, upgrade and troubleshoots PCs, laptops, printers and other peripherals
• Install, maintain, upgrade, and troubleshoot various applications in a Microsoft Windows environment
• Utilize help desk ticket system (Dell Kace K1100) by inputting, updating and closing tickets
• Provide basic IT training for new users
• Participate in various IT relar5ted projects as needed
• Provide on-call support and infrequent night/weekend work
• Continue professional development of skills
• Triage issues and service requests via phone, e-mail, chat and in person
• Troubleshoot the end user’s issue and resolve upon first contact, when possible
• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool
• Provide remote access/VPN support
• Provide “how to” assistance on all internally supported devices, applications and systems
• Escalate issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follow up on incidents when appropriate
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues
• Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
• Build relationships with the Level 2 support technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood, met or exceeded
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization
• Organize the WWP Help Desk so that all incoming WWP support calls are dealt with in a timely and effective manner
• Prioritize outstanding IT support calls and schedule in order of prioritization to the relevant IT Support Technicians
• Analyze and resolve urgent first-line support calls when escalated via the WWP Help Desk
• Promote best practices in the use of IT hardware and software
• Keep all WWP hardware safe and secure
• Monitor status of WAN links and carry out basic investigations prior to reporting any issues to WWP Senior Management
• Input new system users onto the WWP Help Desk system contacts database and maintain existing information ensuring it is correct and up to date
• Input new system users onto the organization domain, e-mail system, and proxy servers within set timescales and ensure existing system users’ information is correct and up to date
• Liaise with third party support organizations for repairs/replacements
• Perform IT installations, configurations, and troubleshoot computer hardware and software in accordance with IT Services standards
• Perform the daily file server backup checks
• Perform system administration and support of IT Help Desk System
• Liaise with staff as to the status of their existing calls
• Liaise with third party support suppliers to resolve support calls that require actions from them
• Provide feedback to Senior IT Staff regarding potential staff desktop training requirements
• Participate in WWP meetings / review meetings or locality site meetings and provide feedback as required
• Monitors and recommends best practices procedures for all users accessing WWP technical resources
• Perform preventive maintenance as recommend by Microsoft standards on all desktops computers
• Intermediate operating knowledge of and experience with personal computers, Macintosh computers, servers, peripherals, Windows, Mac OS, and Microsoft Office
• Operating knowledge of typical office equipment, such as CISCO VOIP telephones, copier, fax machine, E-mail, etc. required within three (3) months after entering position
• Advanced computer troubleshooting, analysis, critical thinking and problem solving skills
• Experience with a trouble-ticketing system
• Experience with mobile device support, iPhone/iPad Support, desktop imaging and security patching
• Organized, diligent, and able to troubleshoot, problem-solve, and prioritize
• Commitment to helping a highly successful organization implement systems to support significant growth
• Highly motivated
• Associates degree with an IT concentration preferred
• Two (2) years of experience utilizing a variety of computer hardware, software, and networking preferred

Related Job Titles

Resume Worded

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3 Help Desk Resume Examples - Here's What Works In 2023

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

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

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

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

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

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

Help Desk Resume Templates

Jump to a template:

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

Jump to a resource:

• Keywords for Help Desk Resumes
• Action Verbs to Use
• Related Administrative Resumes
• Similar Careers to a Help Desk

Template 1 of 3: Help Desk Analyst Resume Example

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

Tips to help you write your Help Desk Analyst resume in 2023

   demonstrate your knowledge of help desk software..

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

   Highlight your technical skills.

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

Skills you can include on your Help Desk Analyst resume

Template 2 of 3: help desk technician resume example.

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

Tips to help you write your Help Desk Technician resume in 2023

   indicate your familiarity with agile principles..

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

   Mention your abilities to cooperate with teams.

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

Skills you can include on your Help Desk Technician resume

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

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

Tips to help you write your IT Help Desk (Entry Level) resume in 2023

   include volunteering experience in it..

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

   Highlight projects in which you used your transferrable skills.

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

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

Action verbs for help desk resumes, skills for help desk resumes.

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

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

• Active Directory
• Technical Support
• Troubleshooting
• Computer Hardware
• Windows Server
• Software Installation
• Information Technology
• Help Desk Support
• Printer Support
• System Administration
• Computer Repair
• Microsoft Exchange
• Network Administration
• Computer Hardware Troubleshooting
• Remote Desktop

Skills Word Cloud For Help Desk Resumes

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

How to use these skills?

Action verbs for help desk resumes.

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

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

• Streamlined
• Interpreted
• Troubleshooted
• Strengthened

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

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

Other Administrative Resumes

Desktop support.

Service Desk

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Help Desk Resume Guide

• Administrative Coordinator Resume Guide
• Administration Resume Guide
• Scheduling Resume Guide
• Gig Economy Resume Guide
• Project Administrator Resume Guide
• Facilities Resume Guide
• Revenue Cycle Resume Guide
• Help Desk Analyst Resume Example
• Help Desk Technician Resume Example
• IT Help Desk (Entry Level) Resume Example
• Skills and Keywords to Add
• All Resume Examples
• Explore Alternative and Similar Careers
• Help Desk Interview Guide

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