resume for help desk technician

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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 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

  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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•  Find the Help Desk Technician skills your resume is missing.

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Help Desk Technician Resumes

• Template #1: Help Desk Technician
• Template #2: Help Desk Technician
• Template #3: IT Support Specialist
• Template #4: IT Associate Specialist
• Skills for Help Desk Technician Resumes
• Free Help Desk Technician Resume Review
• 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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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

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• Write Your Help Desk Resume

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

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

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

or download as PDF

Why this resume works

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

Entry Level Help Desk Resume

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

Help Desk Analyst Resume

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

IT Help Desk Resume

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

Help Desk Technician Resume

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

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

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

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

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

Need some help?

15 top help desk skills

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

Your help desk work experience bullet points

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

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

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

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

See what we mean?

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

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

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

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

3 Tips for Writing a Help Desk Resume With Prior Experience

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

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

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

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

Help Desk Support Resume Guide + Tips + Example

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

Our customers have been hired at: * Foot Note

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

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

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Help desk support resume example (text version)

Kathy Webster

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

Professional Summary

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

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

Work History

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

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

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

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

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

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

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

5 essentials of a top help desk support resume

Contact details.

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

Personal statement

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

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

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

• Work history

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

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

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

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

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

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

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

• Facilitated
• Administered
• Streamlined
• Collaborated 

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

Top skills for a help desk support resume

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

Your skills might include the following:

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

Certifications for a counselor resume

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

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

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

Pair your resume with a matching cover letter

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

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

Then, start with the five primary sections: 

• Contact information
• Personal statement or professional summary

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Top 4 tips for acing a help desk support interview

Research the company before your interview..

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

Practice at home.

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

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

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

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

Ask questions.

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

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

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

Gather your references.

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

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

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

• IT Manager Cover Letter

CV examples for the next step in your information technology career

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

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Nilda Melissa Diaz, CPRW

Career advice expert.

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

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Help Desk Technician Resume: Examples and Best Practices

As businesses become increasingly reliant on technology, the role of a Help Desk Technician has become essential. A Help Desk Technician is responsible for providing technical support and troubleshooting to end-users, either over the phone or in-person. In this article, we will explore the importance of a well-crafted Help Desk Technician resume and highlight the best practices for creating an outstanding one.

Help Desk Technicians are responsible for supporting and resolving technical issues for end-users. They must have excellent communication skills and be able to navigate complex technical issues. They also must have the ability to work under pressure and meet tight deadlines. A Help Desk Technician may also be responsible for maintaining an inventory of hardware and software, updating systems, and maintaining documentation.

Importance of a Stellar Help Desk Technician Resume

A Help Desk Technician resume is a critical tool in the job search process. It is often the first document that recruiters and hiring managers see, and it must make a positive impression. A well-crafted resume can make the difference between getting an interview and being overlooked. Many Help Desk Technician jobs require a bachelor’s degree in a relevant field, but experience and industry certifications can also be valuable. Therefore, it is essential to tailor the resume to showcase relevant skills and experience.

Key Skills in Help Desk Technician Resume

When it comes to writing a help desk technician resume, it is important to mention key skills that are essential to perform the job efficiently. Here are the six essential key skills that every hiring manager looks for in a help desk technician resume:

A. Technical Skills

Technical skills are necessary to solve customer issues in real-time. Help desk technicians should have expertise in operating systems, networks, hardware, software, and various tools to provide seamless service. Mentioning technical skills such as proficiency in operating systems like Windows or Linux, knowledge of programming languages like C++ are some examples of technical skills that make your resume stand out.

B. Soft Skills

In addition to technical skills, having soft skills also makes a difference in how effective you are in handling customers. With exceptional soft skills, a help desk technician can improve customer satisfaction, and ensure the issue is resolved quickly. Some of these skills may include empathy, listening skills, patience, and a positive attitude.

C. Analytical/Problem-solving skills

On occasions, customers may encounter problems that may not have a straightforward solution. A help desk technician should possess the necessary critical thinking and analytical problem-solving skills to identify, troubleshoot, and solve these issues. Demonstrating expertise in analyzing and diagnosing issues, recommending practical solutions with an attention to detail can help you stand out.

D. Communication skills

As a help desk technician, you would interact with customers daily, and excellent communication skills are essential in the job. You should be able to communicate effortlessly, use proper tone and language, and also be an active listener to understand the customer’s problem accurately in order to formulate the necessary responses.

E. Customer Service skills

The role of a help desk technician is all about delivering excellent customer service. While technical skills are crucial, customer interaction is the important part of Help Desk Operations. Mentioning your ability to focus on customer needs, being patient while helping the customer, and your ability to keep calm under pressure can make a strong impression.

F. Time management

Help desk operations rely on time management skills and the ability to prioritize tasks effectively. Ensuring that all customer issues are resolved within a reasonable time frame is an essential responsibility of help desk technicians. You should demonstrate competencies such as multi-tasking, being punctual with tasks, and prioritizing high priority tasks first.

When writing your help desk technician resume, highlighting all these key skills, and mentioning your accomplishments and experience helps to set you apart and generate interest from potential employers.

Formatting Tips for Help Desk Technician Resume

As a Help Desk Technician, you need to have a resume that effectively communicates your skills and experience to potential employers. While it’s important to have relevant experience and qualifications, it’s equally important to have a resume that is easy to read and understand. In this section, we will discuss some formatting tips that can help you create a professional and attention-grabbing Help Desk Technician resume.

A. Importance of Formatting

Formatting your resume is critical in making it stand out among the hundreds of others that hiring managers receive. A well-formatted resume not only highlights your skills and experience, but also shows that you have attention to detail and are organized. A poorly formatted resume, on the other hand, can be difficult to read, and may cause the hiring manager to overlook important information.

B. Choosing the Right Layout

The layout of your resume should be simple and easy to read. To achieve this, consider using bullet points to highlight your achievements, and ensure that your headings and subheadings are clear and consistent. Avoid using too many fonts or colors, as this can make your resume look cluttered and unprofessional.

C. Using Standard Sections

Your Help Desk Technician resume should include standard sections such as an objective statement, a summary of qualifications, and a work history section. Including these sections not only makes your resume easy to read, but also shows that you understand the traditional structure of a resume.

D. Tips for Non-Standard Sections

If you have experience or skills that don’t fit into traditional sections, don’t be afraid to include them in your resume. For example, if you have experience using a specific software or tool that is relevant to the job you’re applying for, consider creating a section specifically for this skill. However, make sure that these non-standard sections are still easy to read and follow.

E. Use of Keywords

Including relevant keywords in your Help Desk Technician resume is important for two reasons. First, it can help your resume get past applicant tracking systems (ATS) that many companies use to screen resumes. Second, it shows that you have a good understanding of the industry and the specific skills and experience that are valued in the field.

A well-formatted Help Desk Technician resume is critical in making a good first impression on potential employers. By following these formatting tips, you can create a resume that effectively communicates your skills and experience, and increases your chances of landing an interview.

Components of a Help Desk Technician Resume

A well-crafted Help Desk Technician resume should include the following components:

A. Objective Statement

This statement provides a brief overview of the candidate’s career goals and aspirations. It should be tailored to the specific company and position sought.

B. Summary Section

This section should provide an overview of the candidate’s skills, experience, and qualifications. It is a brief introduction to the rest of the resume and provides the reader with an initial impression of the candidate’s suitability for the position.

C. Work Experience

• Listing Work Experience  This section should provide an overview of the candidate’s previous positions held, including job titles, company names, dates of employment, and job duties.
• Highlighting Relevant Experience  The candidate should pay special attention to highlighting experience that is directly relevant to the Help Desk Technician role they are applying for.

D. Education

• Listing Relevant Degrees and Certifications  This section should list the candidate’s degrees, certifications, and licenses. It is important to include only those that are relevant to the position being applied for.
• Adding Information about Professional Development and Specialized Training  The candidate may also want to include any additional training or certifications that they have obtained outside of their formal education, such as online courses, workshops, or certificates of completion.

E. Skills and Abilities

• Listing Relevant Technical Skills and Proficiencies  This section should list the candidate’s technical skills and proficiency with software and hardware that are commonly used in the Help Desk Technician role.
• Highlighting Relevant Soft Skills  It is equally important to highlight soft skills such as customer service, communication, and problem-solving. These skills are critical for success in a Help Desk Technician role.

F. Job-Specific Accomplishments

• Providing Specific Examples and Metrics  This section should showcase the candidate’s achievements and contributions, with specific examples and metrics.
• Showcasing Achievements and Contributions  This section can include anything from improved efficiency to the implementation of new systems or processes.

G. References

It is optional to provide references in a Help Desk Technician resume, but if the candidate chooses to include them, they should ensure that they have the permission of the person listed, and that the reference is relevant to the position. It is also important to provide up-to-date contact information.

A well-crafted Help Desk Technician resume should include a clear objective statement, a summary section highlighting relevant skills and experience, detailed work experience, relevant education and training, technical and soft skills, specific job-related accomplishments, and optionally, references.

Examples of Effective Help Desk Technician Resumes

In this section, we will provide two examples of effective help desk technician resumes. One will be for someone with limited experience and the other for someone with extensive experience.

Example 1: Help Desk Technician with Limited Experience

• Objective Statement : A help desk technician position at ABC Company where I can utilize my technical knowledge and customer service skills to provide exceptional support.
• Work Experience : Limited experience, but highlight any relevant internships or part-time work in the field.
• Education : List any relevant coursework or certifications, such as a CompTIA A+ certification or a degree in computer science.
• Skills and Abilities : Highlight technical skills and abilities such as troubleshooting, software installation, and hardware repair, as well as soft skills such as communication and problem-solving.

Example 2: Help Desk Technician with Extensive Experience

• Objective Statement : A senior-level help desk technician position at XYZ Company where I can use my extensive technical knowledge and leadership experience to provide top-notch support.
• Summary Section : A brief summary of your experience and accomplishments, highlighting the most significant achievements.
• Work Experience : List previous positions and duties, emphasizing any leadership roles or special projects.
• Education : List any relevant degrees, certifications, or training courses.
• Skills and Abilities : Highlight technical skills and abilities such as network management, server administration, and software implementation, as well as soft skills such as leadership and team collaboration.
• Accomplishments : Describe your most notable accomplishments, such as major projects you led or significant improvements you made to the help desk’s operational efficiency. Be sure to quantify your achievements with specific metrics or examples wherever possible.

By following these examples, you can craft an effective help desk technician resume that highlights your skills, abilities, and accomplishments in the field. Remember to tailor your resume to the specific job you are applying for and always proofread carefully for errors and typos. Good luck!

Tips for Writing an Effective Help Desk Technician Resume

If you’re looking to land a position as a help desk technician, it’s crucial to showcase your skills and experience in your resume. Here are some tips to help you create an effective resume that will grab the attention of potential employers:

A. Customize Your Resume to the Job Posting

One of the biggest mistakes candidates make is submitting a generic resume to multiple job postings. To stand out, customize your resume to the specific position you’re applying for. Carefully read through the job description and make sure your resume highlights your relevant skills and experience that match the expectations of the employer. Make sure to use similar language and keywords as the job posting to make it easy for recruiters to understand how well-suited you are for the job.

B. Emphasize Relevant Information

As a help desk technician, certain skills and experience are more relevant than others. Don’t waste precious real estate in your resume listing every detail of every job you’ve ever had. Instead, focus on highlighting the information that is most relevant to the job you’re applying for. For example, if the position requires knowledge of a specific software, make sure to call out your proficiency with that program.

C. Use Action Verbs and Active Voice

Avoid writing lengthy, passive sentences that lack punch. Instead, use strong action verbs and active voice to describe your accomplishments and responsibilities. This will make your resume sound more compelling and help grab the attention of recruiters. For instance, instead of writing “Responsible for answering customer inquiries,” try “Provided excellent customer service by promptly responding to customer inquiries.”

D. Avoid Clichés and Overused Phrases

Generic phrases like “works well in a team environment” or “excellent communication skills” don’t add much value to your resume. Avoid these overused phrases and focus on more specific details about your skills and experience. Use your resume as an opportunity to showcase your unique strengths and accomplishments.

E. Proofread and Edit Your Resume

Even the most well-written resume can be derailed by typos, grammatical errors, or inconsistencies. Before you submit your resume, take the time to carefully proofread and edit it. Use spell check and grammar tools, read it aloud to catch any awkward phrasing, and have a friend or family member review it as well. This extra attention to detail will help ensure that your resume is error-free and looks polished.

Following these tips will help you create an effective help desk technician resume that showcases your skills and experience in the most compelling way possible. Good luck!

Best Practices in Help Desk Technician Resume Writing

As a Help Desk Technician, having a well-written and impactful resume is crucial to getting noticed by potential employers. Here are some best practices to follow when crafting your Help Desk Technician resume:

A. Keep your Resume Concise and Readable

Your resume should be easy to read and concise to avoid overwhelming the hiring manager with unnecessary information. Keep your sentences short and direct to the point, and avoid using dense paragraphs. Use bullet points to highlight your key achievements and technical skills to break up the text and make it easier to skim through.

B. Use Formatting Strategically

Good formatting can go a long way in making your resume stand out. Use a clean and professional font, and make sure to leave ample white space to improve readability. Use bold and italicized text to emphasize important details such as job titles, companies, and technical skills. Avoid using flashy colors or graphics, as they can disrupt the readability of your resume and distract from the content.

C. Consider Incorporating an Executive Summary or Objective Statement

An executive summary or objective statement is a brief, 2-3 sentence paragraph at the beginning of your resume that highlights your key strengths, experiences, and goals. This can be an effective way to catch the attention of the hiring manager and provide a clear snapshot of your qualifications for the position. Keep it succinct, and use this section to showcase your most relevant skills and experiences.

By following these best practices in crafting your Help Desk Technician resume, you will maximize your chances of catching the attention of hiring managers and landing your dream job.

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• Help Desk Technician

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

Build your resume in 15 minutes, help desk technician: resume samples & writing guide, cal patterson, employment history.

• Monitor system performance and troubleshoot issues
• Follow up with customers to ensure their technical issues are resolved
• Manage user accounts and passwords
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Provide basic remote support and guidance to end users

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

• Install, modify, and repair computer hardware and software
• Respond to customer inquiries via phone, email, and/or chat
• Monitor and respond quickly to requests received through the help desk

Victor King

Professional summary.

• Assist in training users on new software and hardware
• Maintain and update customer information in the customer service database

Derek Harris

• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Diagnose and resolve technical hardware and software issues
• Generate reports related to help desk activities

Virginia Taylor

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

Table of Content

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

help desk technician Job Descriptions; Explained

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

help desk technician

• Configured Exchange clients on all desktops for enterprise mails and messaging using outlook.
•  Performed routine works such as installation / upgrade of network software & hardware peripherals including network printers, plotters, scanners, etc.
•   Troubleshoot network connectivity problems in daily operations (physical layer interfaces and cabling standards and managed hardware & software problems.
•  Effectively executed backup operation function.
• Provide timely solutions to users experiencing issues with software platforms, hardware, printer issues, server & network connectivity issues, and general instruction or guidance on the many utilized services and tools provided by the U.S. Army.
• Implement and enforce security protocols including firewall configuration, encryption methods such as AES and SHA-256, physical controls, and provide training and guidance on data hygiene.
• Identify and escalate patterns to potentially wide-scale outages and vulnerabilities, as well as other common software issues before they reach peak spread.
• Image and maintain computer using Windows Active Directory, Microsoft System Center Configuration Manager, and PXE Boot.
• Patch and update software, operating system, BIOS/UEFI configurations, and sometimes hardware platforms to minimize security vulnerabilities and maximize machine and user efficiency.
• Provide thorough, metric-driven results utilizing the tracking platform Remedy while maintaining thorough records with step-by-step instructions on how the issue was resolved.
• Ensure timely resolution of reported issues, with no issue going unresolved for more than 4 days from the time of its submission.
• Assist in modifying the intranet 
• Assist Network admins when needed 
• Maintain a friendly, professional, goal-focused customer service while interacting with any and all users or members of my team.
• Refer hardware or software problems to vendors or specialist technicians for service.
• Provide telephone and in-person support to over 200 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
• Create, respond to, escalate, and close tickets.  Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.
• Document all technical issues.  Highlight steps taken to remediate problems.
•  Worked with clients both in-store and on-site to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors. 
• Provided telephone and e-mail technical support follow-up, recommending purchases as required.
• Provided level 1 and 2 technical support to 150+ user across multiple states.
• Ensured quick resolution user concerns and escalated more complex issues do higher Management.
• Installed and maintained various network hardware, software, and computers.
• Create, update, and distribute appropriate government forms for requests.

help desk technician Job Skills

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

How to include technical skills in your resume:

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

• Computer Hardware
• Troubleshooting
• Technical Support
• Operating Systems
• Customer Service
• Software Installation
• System Administration
• Microsoft Office
• Active Directory
• Virtualization
• Hardware Installation
• Software Troubleshooting
• Network Troubleshooting
• Cloud Computing
• Data Backup

How to include soft skills in your resume:

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

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

How to Improve Your help desk technician Resume

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

Ursa Turner

Include your contact information and job descriptions, missing job descriptions lessens your chances of getting hired..

• Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
• Keep job descriptions short but don't just list your jobs.
• Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.

How to Optimize Your help desk technician Resume

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

Charles Irving

• Trouble-shoot hardware n' software issue's
• Follow-up wit' customers ta ensure their technical issues are resolved
• Manage user account's 'n passwords
• Diagnose and resolve technical hardware and softwares issues
• Responds to customer inquiries via phone, emails, and/or chats
• Maintains and updates customer informations in the customer service database
• Trouble-shoot hardwere and softwere issues
• Respond to customers inquirys via phone, email, and/or chat
• Monitor and respond quickly too requests recieved through the help desk

Correct Grammar and Address Gap Years in Your Resume

Don't leave unexplained gaps in your work history..

• When explaining gaps in your employment section, start by being honest.
• Elaborate on the gap and show that you never stopped learning.
• Explain and elaborate any gap in your work history by highlighting new skills.

help desk technician Cover Letter Example

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

To the Hiring Team at UnitedHealth Group

I am writing to express my interest in the Chief Help Desk Technician role at UnitedHealth Group. As a Help Desk Technician with 6 years of experience in Administrative & Clerical, I am confident that I have the necessary skills and expertise to succeed in this position.

As someone who has always been driven by a desire to solve complex problems and make a difference in the world, I have pursued opportunities to learn and grow throughout my life. My experience in this field has equipped me with valuable skills such as Professionalism and Innovation that have planted in me a great work ethic. I am excited to apply these skills and my enthusiasm for Administrative & Clerical to the role and contribute to your organization's success.

I am elated about the opportunity to join a team that shares my passion for this field, and values collaboration and innovation. I am confident that together we can overcome whatever tests and challenges are put on our way.

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

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Contemporary

Professional

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Help Desk Technician Resume Examples

Writing a resume as a help desk technician can be a challenging task. You must highlight your skills, experience and knowledge while also demonstrating your technical expertise. Your resume should showcase your ability to provide support and technical assistance to customers in a timely and professional manner. In this guide, we will provide helpful tips and examples to help you create an effective and impressive help desk technician resume.

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Help Desk Technician

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

Help Desk Technician with 5 years of experience in providing technical support and troubleshooting a wide range of IT hardware and software issues. Able to work independently or as part of a team, quickly identify and resolve problems, and effectively manage multiple tasks simultaneously. Excellent customer service and communication skills, along with a commitment to resolving customer issues in a timely and professional manner.

Core Skills :

• Technical Support
• Troubleshooting
• Hardware and Software
• Customer Service
• Communication
• Problem Solving
• System Administration

Professional Experience : Help Desk Technician, XX Company, May 2015- Present

• Diagnose and resolve technical hardware and software issues for customers
• Install, configure, and maintain computer systems and peripheral devices
• Provide technical assistance to customers via phone, email, and in- person
• Create documentation for customer support and troubleshooting procedures
• Troubleshoot network connectivity issues and resolve hardware, software, and operating system problems

Education : Bachelor of Science in Information Technology, University of XYZ, 2012- 2015

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Help Desk Technician Resume with No Experience

• Recent college graduate with a Bachelor of Science in Computer Science and a strong interest in the IT field.
• Highly developed problem solving skills and exceptional communication and customer service skills.
• Proficient in basic desktop hardware and software repair and troubleshooting
• Knowledgeable in Windows OS and Office Suite
• Strong technical and analytical skills
• Ability to communicate efficiently with clients
• Able to prioritize tasks and handle multiple responsibilities Responsibilities
• Providing IT technical support and troubleshooting assistance
• Diagnosing and resolving technical issues
• Assisting clients with installation and configuration of desktop and software applications
• Maintaining and troubleshooting network, hardware, and software programs
• Updating and maintaining customer database records
• Providing timely and courteous customer service

Experience 0 Years

Level Junior

Education Bachelor’s

Help Desk Technician Resume with 2 Years of Experience

Highly motivated and certified Help Desk Technician with 2 years of experience in providing technical assistance to customers. Proven track- record of excellent customer service and good problem solving skills. Skilled in providing technical support through remote systems, resolving issues and configuring hardware. Quickly learns and applies new technologies.

• Hardware Configuration
• Remote Support

Responsibilities :

• Answered customer inquiries through phone, email and chat
• Provided technical support through remote systems
• Assisted customers in troubleshooting and resolving software and hardware issues
• Configured and installed computer hardware, software and peripherals
• Performed system maintenance and repair
• Created and maintained customer accounts
• Updated and maintained knowledge base for technicians and customers

Experience 2+ Years

Help Desk Technician Resume with 5 Years of Experience

I am a highly experienced Help Desk Technician with 5 years of experience in providing IT services, troubleshooting hardware and software problems, and helping customers with their technical needs. I have excellent knowledge of computer hardware and software, a strong customer service orientation, and excellent problem- solving skills. I am also certified in ITIL and have a strong understanding of IT industry protocols. I am an effective communicator and able to work well with a wide range of customers and colleagues.

• Technical expertise in computer hardware and software
• Knowledge of IT industry protocols (ITIL)
• Strong customer service orientation
• Excellent problem- solving skills
• Effective communication
• Ability to work with a wide range of customers and colleagues
• Provide IT services and troubleshoot hardware and software problems
• Assist customers with their technical needs
• Install and configure hardware and software
• Respond to customer inquiries in a timely and efficient manner
• Monitor and maintain the computer systems and networks
• Resolve urgent IT problems
• Keep up with new technology trends and developments in IT industry
• Provide technical training and support to customers

Experience 5+ Years

Level Senior

Help Desk Technician Resume with 7 Years of Experience

Help Desk Technician with 7 years of experience in software and hardware installation and repair. Experienced in providing technical assistance to customers and colleagues in the use of IT systems, networks, applications, and hardware. Skilled in problem resolution and exceptional customer service. Proven track record of successful troubleshooting and problem resolution, working with both internal staff and external customers.

• System and Network Support
• IT Troubleshooting
• Hardware Installation and Repair
• Software Installation and Support
• Problem Resolution
• Data Backup and Recovery
• Install, maintain, troubleshoot, and repair hardware and software systems.
• Assist users with troubleshooting software, hardware, and networking issues.
• Provide timely response and resolution of technical problems.
• Monitor and maintain system performance.
• Perform data recovery, backup, and storage management.
• Research and recommend hardware and software products.
• Create and maintain user accounts, permissions, and passwords.
• Train users on the use of IT systems and software.

Experience 7+ Years

Help Desk Technician Resume with 10 Years of Experience

A highly experienced Help Desk Technician with 10+ years of experience in providing technical assistance to customers and resolving their IT- related queries and issues. Skilled at troubleshooting hardware and software related issues and resolving them efficiently. Proficient in installing, configuring, and maintaining computer hardware, software, and peripherals. Possesses excellent knowledge of Windows, Linux, and Mac operating systems, as well as a wide range of software and hardware.

Core Skills

• Excellent customer service skills
• Strong analytical and problem- solving abilities
• Excellent knowledge of networking concepts
• Sound knowledge of computer configurations
• Familiarity with Microsoft Office Suite
• Knowledge of different operating systems
• Ability to multi- task
• Ability to work independently

Responsibilities

• Respond to and troubleshoot customer inquiries via phone, web, email, or other methods
• Install, configure, and maintain computer hardware, software, and peripherals
• Troubleshoot hardware and software related issues
• Provide technical assistance to customers on a variety of IT- related topics
• Provide guidance to customers on proper use of software and hardware
• Maintain records of customer queries and resolutions
• Assist with the installation and setup of computer systems
• Regularly update knowledge bases and training materials

Experience 10+ Years

Level Senior Manager

Education Master’s

Help Desk Technician Resume with 15 Years of Experience

Highly experienced Help Desk Technician with a deep understanding of computer systems, software and hardware. Proven ability to troubleshoot and resolve issues quickly and efficiently. Skilled in problem- solving, customer service and providing technical assistance to resolve customer inquiries and complaints. Possess excellent interpersonal and communication skills with the ability to explain technical solutions in a non- technical way.

• Problem- Solving
• Hardware & Software Installation
• Documentation
• Provide technical assistance and support to customers with inquiries and complaints.
• Install, configure and repair hardware and software systems.
• Troubleshoot and diagnose network, hardware and software issues.
• Research and identify solutions to resolve customer inquiries.
• Update and maintain software, hardware and network configurations.
• Monitor the help desk ticket queue and respond to customer inquiries in a timely manner.
• Create detailed documentation and reports of customer inquiries, resolutions and follow- ups.

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 Technician resume?

A Help Desk Technician is a computer support specialist who provides technical assistance and advice to customers. To be successful in this role, you need to have excellent problem-solving and customer service skills. To make sure you stand out from the competition, it is important to create a resume that focuses on your qualifications, experience, and other relevant skills.

Here are some key items that should be included on your Help Desk Technician resume:

• Education: You should include any relevant certifications or degrees in computer science, information technology, or a related field.
• Experience: List any experience you have working as a help desk technician, or in other technical customer service roles. Make sure to include the name of the company, the dates you worked there, and a detailed description of your responsibilities.
• Technical skills: List any technical skills you have that are related to the role, such as knowledge of networks, Windows, Linux, and Mac OS X operating systems, hardware troubleshooting, and experience with customer service software.
• Problem-solving: Include examples of how you have used your problem-solving skills to resolve customer issues.
• Communication: Demonstrate how you have used your communication skills to effectively communicate with customers and coworkers.
• Teamwork: Showcase how you have worked effectively with other teams to ensure customer satisfaction.

Having a well-crafted resume that focuses on these key elements is essential to securing an interview as a Help Desk Technician. Make sure to highlight any relevant experience and skills that make you the ideal candidate for the job.

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

A Help Desk Technician provides technical and customer service support to customers who contact the organization via phone, email, or in-person visits. To be successful in this role, applicants must have strong technical skills, excellent communication skills, and the ability to troubleshoot and solve customer problems in a timely and accurate manner.

A great Help Desk Technician resume should focus on the applicant’s technical skills, customer service experience, and any certifications they may possess. It should also highlight their ability to multitask, their problem-solving skills, and their capacity to work under pressure. Additionally, the resume should demonstrate the applicant’s understanding of the organization’s products and services, as well as their commitment to providing excellent customer service.

Finally, a good Help Desk Technician resume should include any awards or recognition the applicant has received for their work, as well as any relevant volunteer experience or additional training courses completed.

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

A Help Desk Technician is an integral part of any organization’s IT team, providing technical support to users. A well-written objective statement on a resume can help your application stand out from the competition. Here are some objectives you can use for a Help Desk Technician resume:

• To leverage my experience in computer hardware and software, customer service, and troubleshooting to provide prompt and accurate technical assistance.
• To secure a position as a Help Desk Technician utilizing my knowledge of computer systems and customer service experience.
• To utilize my knowledge of computer networks and customer service skills to provide efficient and accurate technical support.
• To seek a Help Desk Technician position that allows me to utilize my expertise in computer systems and customer service.
• To contribute my experience in IT support, customer service, and problem-solving to provide superior technical assistance.
• To bring my strong communication and customer service abilities to a Help Desk Technician role in order to provide effective technical support.

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

When crafting a resume for a Help Desk Technician role, it’s important to highlight the necessary technical and customer service skills that are relevant to the position. As Help Desk Technicians are required to provide technical support to customers and identify and troubleshoot technical issues, employers place a strong emphasis on these skills.

Below is a list of the key skills that should be included on a Help Desk Technician resume:

• Knowledge of IT systems and networks: Help Desk Technicians should have an in-depth knowledge of IT systems and networks and be able to confidently and effectively troubleshoot technical issues.
• Problem-solving skills: Help Desk Technicians must be able to identify and solve technical problems quickly and accurately.
• Excellent communication skills: Help Desk Technicians must be able to communicate technical concepts clearly and concisely to customers who may not have a technical background.
• Customer service skills: Help Desk Technicians must be able to provide good customer service and manage customer expectations.
• Analytical skills: Help Desk Technicians must be able to analyze problems, determine appropriate solutions and take appropriate action.
• Technical support experience: Previous experience in a technical support role is essential for a Help Desk Technician role.
• Time management skills: Help Desk Technicians must be able to manage their time effectively and prioritize tasks appropriately.

By highlighting these key skills on your resume, you can demonstrate to employers that you possess the necessary skills and experience to succeed in the role.

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

When writing a resume for a position as a Help Desk Technician, it is important to list the relevant skills you possess that would make you a great fit for the job. These skills will demonstrate to employers that you are passionate and qualified for the role. Here are some key skills to include on your resume for a Help Desk Technician role:

• Technical Support: Help Desk Technicians must be knowledgeable in troubleshooting, diagnostics, and repair of various computer systems and components.
• Knowledge of Software Systems: It is important for Help Desk Technicians to be knowledgeable of various software systems and programs in order to help customers with their technical issues.
• Communication Skills: Help Desk Technicians must be able to effectively communicate and explain technical concepts to customers in order to resolve their issues.
• Problem-Solving: Help Desk Technicians must possess excellent problem-solving skills in order to help identify and resolve customer issues in a timely and accurate manner.
• Customer Service: Help Desk Technicians must have excellent customer service skills in order to provide customers with the best possible experience when resolving their technical issues.

By including these skills on your resume, you will be able to show employers that you have the knowledge and abilities necessary to be an effective Help Desk Technician.

Key takeaways for an Help Desk Technician resume

An effective resume for a Help Desk Technician position should focus on the candidate’s technical abilities and strong customer service skills. It should also highlight any experience and certifications that are relevant to the job. With the competitive job market, it is important to make sure your resume stands out from the rest. Here are some key takeaways for writing an excellent Help Desk Technician resume:

• Highlight technical skills: As a Help Desk Technician, your technical skills are your most important asset. List any experience you have with networking and computer systems, software, mobile devices, and other technical devices.
• Showcase customer service skills: A Help Desk Technician must have excellent customer service skills. Be sure to highlight your ability to communicate effectively with customers, troubleshoot issues, and provide helpful advice.
• Demonstrate problem-solving skills: A Help Desk Technician needs to be able to quickly identify and solve problems. Showcase your problem-solving skills by providing examples of how you solved customer issues.
• List certifications: It is important to list any certifications you have that are related to the Help Desk Technician position. This will demonstrate to potential employers that you have the necessary qualifications for the job.
• Include a professional summary: A professional summary is a great way to quickly show employers why you are the best candidate for the job. Make sure to include your technical and customer service skills along with any relevant experience.

By following these key takeaways, you will create a resume that will stand out from the rest and make you the perfect candidate for the Help Desk Technician position.

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

IT Support Resume Examples (+ Help Desk & Technician)

Our customers have been hired by:

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

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

Ready, player one?

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

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

Create your resume now

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

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

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

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

Sample IT Support Resume (Text Version)

Charlie Ross

IT Support Technician

614-776-9990

[email protected]

linkedin.com/in/charliezross

twitter.com/charliezross

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

IT Support Specialist

Galaxy Technologies Inc.

August 2017–February 2020

Key Qualifications & Responsibilities

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

Key Achievement:

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

Teltron Ltd.

June 2015–September 2017

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

IT Help Desk Associate

Webtronics Business Solutions

June 2013 - May 2015

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

BS in Computer Science, Ohio State University

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

CompTIA Association Member

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

Local Volunteer

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

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

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

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

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

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

Include these resume parts :

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

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

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

2. Add Experience to Your IT Support Resume

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

To customize your resume :

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

See these IT support resume samples:

IT Support Job Description for a Resume

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

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

See these entry-level IT support resume examples:

Entry-Level IT Support Resume Samples [Experience]

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

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

Read more: How Far Back Should a Resume Go

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

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

3. Make Your Education Section Count

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

See this IT support resume example:

IT Support Technician Resume Example [Education]

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

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

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

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

Start with this list of skills for IT support resumes:

IT Support Resume Skills (Hard Skills)

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

IT Support Skills (Soft Skills)

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

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

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

Say the job ad mentions process improvement , and training .

IT Support Resume Examples [Skills]

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

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

5. Add Other Sections to Your IT Support Resume

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

Choose from:

• Resume Licenses & Certifications

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

• IT Support Professional
• Resume Volunteer Work

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

• Languages on a Resume

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

• Professional Associations

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

• Conferences

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

IT Support Resume Examples [Other Sections]

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

6. Write an IT Support Resume Objective or Resume Summary

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

Here’s how to write a career summary :

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

These two career summary examples show how:

IT Support Resume Summary

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

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

See these examples:

Entry-Level IT Support Resume Objective

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

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

7. What About an IT Support Cover Letter?

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

To write a great IT support cover letter:

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

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

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

See more cover letter templates and start writing.

Key Takeaway

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

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

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

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

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

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

• https://www.comptia.org/certifications/a
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Help Desk Technical Support Resume Samples

The guide to resume tailoring.

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

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

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

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• Ensuring that staffing levels are maintained throughout Program business hours by managing shift staffing in conjunction with Workforce and Site Management
• Resolves issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge
• Monitoring of network and customer devices for up-time and performance
• Provide support in process improvement initiatives
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
• Maintain historical performance records for the Period of Performance
• Provide assistance via phone or email for issues with mobile scanning units
• Good working knowledge of Ethernet networks, Wi-Fi and Bluetooth connectivity
• Providing technical support via telephone, e-mail and remote support tools
• Log, prioritise and resolve issues utilising our CRM applications
• Installing new and upgrading existing systems
• Knowledge of Microsoft operating systems (XP, 2003, VISTA, 7, 2008, etc)
• Supporting the wider business through the provision of excellent customer service
• Willing to be responsible, take ownership and use own initiative
• In depth knowledge of Microsoft desktop operating systems (Windows 7), network connectivity and desktop software application troubleshooting
• CompTIA Security+ with computing environment (or other certification IAW DoD 8570.1 Technical Level II)
• In depth knowledge of end user hardware and software installations, configurations, and troubleshooting
• Analytical and problem-solving abilities, with keen attention to detail
• Master Microsoft Office User Spec
• Working knowledge of Microsoft server operating systems and applications and knowledge in one or more of the following; AD, Exchange (2003/2007/2010), Print Services, DNS, DHCP, Lync, VMware, BES, NetApp, DataDomain
• Strong customer-service orientation
• Working knowledge of Windows application features and troubleshooting
• Ability to install, maintain and troubleshoot server, network, system and application issues
• Preserve and grow your knowledge of help desk procedures, products and services
• Utilize excellent customer service skills and exceed customers’ expectations
• Previous Service Desk/Call Center experience, basic account administration, and Remedy experience
• Software Engineering Institute – Capability Maturity Model (SEI-CMM)
• Be able to communicate written and/or verbal situational awareness to
• Basic network troubleshooting
• Provide first level contact and convey resolutions to customer issues
• ACTIVE DIRECTORY account administration (users and distro and security groups)

8 Help Desk Technical Support resume templates

Read our complete resume writing guides

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• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation
• Two or more years of technical or customer support experience
• Experience working with company products and operating systems
• Customer Support (Competency)-Experienced-2, Help Desk Account Inquiries-Experienced-2
• Tech Support experience supporting external customers using custom software Customer Service Experience Phone Skills Organized Good oral and communication skills

Help Desk Technical Support, .T Resume Examples & Samples

• Regularly, as required and along with other members of the team, participate in technical workstation support and systems implementations and rollouts
• Install computer hardware and software quickly in a high stress environment
• Troubleshoot hardware and software issues in a Windows XP,7,8,10 and MAC OS X 10.7-10.11.3 environment
• Track and log Help Desk calls
• Support members of the Help Desk team and other departments when necessary
• A+ certification and a minimum of 1 year of equivalent hardware and support experience required
• Diploma in Technology and/or MCSE certification an asset
• Solid experience in core Microsoft products, including Windows XP,7,8, 10, Microsoft Office 2010/13, Active Directory and Exchange Management Console
• Thorough hardware knowledge of personal computers and laser printers
• Demonstrated ability to install computer hardware/software, quickly and efficiently
• Working knowledge of TCP/IP protocol
• Ability to deploy software and patches with Microsoft SCCM
• Experience with Apple Products and hand held devices (e.g. iPhone, Android, BlackBerry) an asset

Help Desk Technical Support Resume Examples & Samples

• Using available resources, determine the root cause or issues which could potentially be the following: (a) the Mobile scanning units, (b). the cellular network, or (c) USPS infrastructure problem
• Create work requests/tickets as needed and direct the request to the proper owner of the ticket for resolution
• Follow policies and procedures for troubleshooting and or escalation of events
• Associate Degree and a minimum of 1 years of related experience or high school grad/GED and 2 yrs exp; or an equivalent combination of education and training that provides the required knowledge, skills, and abilities
• Experience working in IT support role [Helpdesk,Tier 1]
• Ability to follow detailed instructions or procedures with minor supervision
• Ability to communicate effectively in person, in writing, and over the telephone in English
• Hands on experience with Windows operating systems and MS Office
• Working knowledge of IT Service Desk model
• Experience working in large-scale IT environment
• Experience with providing Tier 1 and Tier 2 phone support
• Local to the Raleigh, NC area. This position does not have relocation assistance
• Be able to work a various shift schedules with a focus on the overnight shift and have prior experience working an overnight 3rd shift
• Must have an Associates Degree OR other 2 year technical degree OR 2 years in lieu of Associates
• Have proven experience supporting a fast-paced 24x7 production environment
• Be customer focused and service oriented (strong verbal communication, inform others, improve processes, and proactively solve problems)
• Have strong written and verbal communication skills to communicate clearly and comprehensively to senior leadership and technical experts
• Have strong organization and time-management skills, a “can-do” attitude, and the ability to multi-task; comfortable with changing priorities
• Be an excellent team player and able to manage and prioritize work
• Have outstanding customer service experience working to meet SLAs in an ITIL environment
• Take strong initiative with superior analytical, diagnostic, and troubleshooting skills and be to life-long learning and initiative to continually improve technical skill set
• Have proven understanding of servers and hardware (Unix, Linux, Cisco)
• Have Interim SECRET LEVEL CLEARANCE
• Have a CompTIA Security+ certification or equivalent IA baseline
• A+ and Network + are preferred
• CCNA is a major plus

Help Desk / Technical Support Resume Examples & Samples

• Ability to support Windows OS, OS X, iOS and Android
• Ability to quickly learn and support proprietary software
• Exceptional customer service
• Excellent documentation
• A love of problem solving and helping people
• Associates degree or equivalent experience
• Great multi-tasking and time management skills
• Associates Degree in related field and 3 years relevant experience
• ISD team members must have general PC and Microsoft Office
• ISD agents must have the following skills and experience demonstrated

Help Desk Technical Support Specialist Resume Examples & Samples

• Use support desk incident tracking systems
• Create and manage incident (issue) tickets, provide caller with ticket number and estimated resolution time
• Verify that software/equipment is properly configured and network connectivity is operational and correct connected to the network
• Follow helpdesk scripts to analyze and resolve system hardware and software issues, troubleshoot network and communication problems, and transfer or escalate issues
• If needed, escalate issues following proper transfer processes to next Tier support
• Conduct follow-up to ensure issue is resolved and ticket is closed
• Computer operations background
• Computer networking knowledge
• Verify network timings
• Verify proper sequential operation
• Verify data transmission & data return formats
• Use ordering system to order and track replacement parts
• Learn to re-configure CPU/laptop based scanning systems
• Learn to maintain applicable web-based configuration systems
• Analyze log files to identify root cause/ issue patterns and; to recommend long-term solutions to eliminate these issues
• Under supervision, provides support to end-users for PC hardware, operating systems, software applications, peripherals, and communication devices
• May respond to, diagnose and troubleshoot problems through discussion with users, to restore service and/or identify and correct problems
• Recommends system modifications to reduce user problems
• Typically resolves basic problems while referring more complex problems to intermediate and/or senior level
• Requires good communications skills with the ability to work with users diplomatically and skillfully
• Maintains an Active Top Secret Clearance
• A+ and Network+, a plus
• Microsoft Certification such as MCP, MCSE or MCSA
• Must be flexible and able to work within a 24x7x365 support environment
• Receives inbound customer contacts via various channels (phone, email, and web)
• Records, maintains and updates records in the Incident Management system, and follows knowledge database for troubleshooting and procedural guidelines
• Routes tickets for issues which cannot be resolved at the service desk (First Call Resolution) to the appropriate resolving group
• Documents and submits problem resolutions to the knowledge database in order to assist other Help Desk personnel with problem resolutions
• Provide documentation support to SME (Subject Matter Expert), Technical Writer, or Content Manager as appropriate to business need and skill level
• Write, review, and publish knowledge database articles as required
• Assist data management of the knowledge database through import / export processes
• Support VITA Program initiatives and departmental guidelines as directed
• Associate's degree; 2 years of relevant experience in a technical field or customer service environment may be substituted in lieu of degree
• Superior Customer Service skills
• Ability to obtain (and maintain) once hired a Department of Corrections (DOC) clearance
• Ability to demonstrate advanced customer service and troubleshooting skills in an IT environment
• Must be able to negotiate and integrate different viewpoints to achieve success
• Prioritizes and adjusts tasks simultaneously to accomplish positive results
• Records, maintains and updates records in the IT Service Manager (ITSM) system, and follows knowledge database for troubleshooting and procedural guidelines
• Documents and submits problem resolutions to the knowledge database in order to assist other service desk personnel with problem resolutions
• Provide documentation support to Subject Matter Expert (SME), Technical Writer, or Content Manager as appropriate to business need and skill level
• Engage other support areas to ensure tickets are logged properly and worked in a timely manner
• Maintain awareness of criticality of all tickets within assigned queue(s)
• Ensuring accountability of accurate ticket categorization, documentation, coding, and Priority level
• Conduct research, as needed, to validate asset and configuration information
• Comply with all Program Service Level Agreements (SLAs) and coding requirements that impact the SLA query metrics, and the SLA query impact to the Partnership
• Verify that all requests are made using approved formats, have been authorized by appropriate approvers, and are in compliance with Commonwealth Security requirements
• Track and provide feedback to leadership on trends and provide suggestions on correcting negative trends
• Analyze data to discover facts, knowledge, and other relevant information
• Resolve customer requests or incidents via remote desktop support
• Perform account administration on COV domain, legacy domain, and other designated accounts
• Troubleshoot, create, and administer Virtual Private Network (VPN) accounts for end users
• Administer file structure permissions for groups, end users, or objects through Active Directory
• Provide account administration services for IBM mainframe accounts through creation, modifying, and deleting accounts as requested
• Listen to call recordings, review email submissions, and review general ticket details and information to ensure quality assurance compliance with all documented policy and procedures
• Provide verbal and written feedback to the leadership team based on identified trends or focus areas based on findings through quality assurance evaluation process
• Generate reports as needed based on audit compliance results
• Review customer interactions based on feedback from customer satisfaction survey responses to provide input on process improvements
• Level 1 or Level 2 responsibilities as determined by business need
• Assist with other assigned duties as needed based on business needs
• Associates degree and 1 year relevant work experience; or 3 years of relevant work experience in a technical field or customer service environment will be accepted in lieu of an Associate’s degree
• Ability to obtain (and maintain) a Department of Corrections (DOC) clearance once hired
• Ability to work a flexible schedule in a 24x7x365 environment
• Certified in Service Desk related fields
• Certified in ITIL
• MCP, MCSE, A+
• Documents the established procedures used to perform repetitive, but, complex tasks
• Maintains comprehensive records of work performed
• Operates personal computer terminals and LAN attached to workstations to perform job function and general clerical/administrative work
• Provides technical assistance to the computer operations staff and user community, as needed
• Lean Six Sigma
• Records, maintains and updates records in the Incident Management system. Performs analysis of problems and assist with corrective action to restore functionality, and works with technical, customer service or development staff to resolve recurring problems and issues with applications and/or products
• Service Desk provides 7x24x365 support including weekends and holidays
• Associate's degree or other 2 year technical degree in a related discipline or an equivalent combination of education and experience (high school with 2+ years of relevant experience)
• Fundamental understanding of Systems and Networking basics
• Must be customer and detail oriented and possess good decision-making ability
• Strong troubleshooting abilities are a must
• Knowledge and understanding of customer service techniques. Prefer knowledge of Microsoft Office automation solutions, and a willingness to learn new tools and technologies and take on new responsibilities as assigned
• At least six months experience and knowledge working with internal Northrop Grumman IT Service Center (ITSC)
• Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline preferred
• Microsoft Office
• HDI Certifications (HDI-CSR, HDI-SCA, HDI-DST, HDI-TSP, HDI-PMP) reviewed and may be applied toward years of experience
• Typical Minimum Education / Experience: AA or other 2 year technical degree in related discipline and 1 year of related experience. / 4 years of experience in customer service relations may be substituted for degree requirement
• Candidate must be a U.S. Citizen
• Shift work is required (second shift)
• Relocation not provided
• Customer relations experience
• Recent experience Military experience (Customer is USAF)
• Maintains and updates records and tracking databases
• Experience with ServiceNow and Microsoft Office
• A+ and Network+
• DoD Secret Security Clearance
• Candidate MUST have a active Security+ (CE) certification
• Security+ (CE) certification expiration date must be provided for all candidates
• The ISD also participates in asset management, change management, and release management
• The ISD team is responsible for PC account administration
• ISD agents gather the information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed

Help Desk Technical Support Technician Resume Examples & Samples

• The MDA’s Integrated Service Desk (ISD) is the primary “first contact” POC for all MDA users requiring IT services. The ISD operates as a virtual service desk with team members located in Colorado Springs, CO and Huntsville, AL using common processes and tools
• The common tasks performed by the ISD are user call processing, incident management, service request management, and escalation of higher level incidents and problems to other IT functional teams
• The ISD also participates in asset management, change management, and release management. The ISD team is responsible for PC account administration
• ISD agents gather the information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed. All ISD agents should be prepared to work non-standard shifts, including off hours, holidays, and weekends
• These shifts may rotate dependent on the needs of the customer and the ISD team
• Previous Service Desk/Call Center experience
• Basic account administration
• Oversees analyst daily activities with focus on efficiently performing their assigned functional role (i.e. Tier I, Tier II, Remote Desktop, and AAO)
• Coaches’ analyst on meeting or exceeding all operational metrics with regular feedback to line management based on functional role; documented and provided to management
• 1:1 monthly meetings with assigned analyst; documented and provided to management
• Next level escalation and acts as Team Lead and monitors daily attendance of analyst and reports noncompliance to Workforce and Site Management
• Oversees induction and On-the-job training projects for staff to ensure their productivity meets operational expectations. Coaches and Instructs analyst on all aspects within their functional duties, including awareness sessions
• Act as a point of contact to answer analyst questions and provide floor support (including handling escalations, etc.)
• Act as Team Lead for representing management on customer escalation or difficult calls as necessary, or works high visibility tickets
• Monitors analyst compliance to departmental and operational work rules as implemented by Senior Management (Site and Tower Management) executing Weekly data analysis and reviews on adherence reporting
• Develops standards, policies and procedures for the Help Desk organization in conjunction with Site Manager
• Researches, maintains, recommends improvements to the VSM Service Manager - Knowledge Management system
• Provide other support functions as directed by management to include but not limited to, supporting Workforce management, Incident Management and monthly SLA data analysis, Quality audits and reviews
• Representing the Service Desk at Program meetings attends End-User Services, Service Delivery and Cross-Functional Program IPT meetings and communicates VCCC customer satisfaction monthly results, assumes command and control while Site Manager is unavailable. Assisting Analysts in providing first line support when workloads are high, or where additional experience is required
• Escalation support for analyst and report to site manager on any issue(s) that could significantly impact the business, including personnel
• Take overall responsibility for incident management and request fulfillment on the Service Desk to meet Program SLA's
• Prepare and train the support team for new product/service releases
• This is a working Team Leader position which requires active participation on day-to-day operations (i.e. taking calls, Remote Desktop, AAO) as needed
• Shift rotation possible based on business requirements as directed by management
• Provide other support functions as directed by management
• Assist the Tier I Operations Manager with the preparation and administration of departmental budget and business plans and metrics

PC / Help Desk Technical Support Resume Examples & Samples

• Must have an Active Secret Clearance
• Must have a CompTIA Security+ certification or equivalent IA baseline
• Have a general understanding of Windows/PC applications
• Have a general understanding of servers and hardware (Windows, Unix, Linux, Cisco)
• AA or equivalent
• 1 yr related experience
• Applicant selected will be subjected to a security investigation and must meet eligibility requirements for access to classified information
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Ensure proper recording, documentation and closure
• Monitor alert systems and take appropriate action
• Additional duties as directed by manager

Help Desk Technical Support Level Resume Examples & Samples

• Responsible for the development of logistics documentation, and ensuring life cycle sustainment planning, execution, and reporting requirements identified in are contractually executed
• Includes oversight of Service Desk operations; collection and reporting of Service Desk and reliability metrics; oversight of Field Training Services teams; and quality assurance and currency of all training products
• Bachelors degree from an accredited college or university. Educational requirement may be substituted by Current Professional Logistics Certification or have equivalent logistics training (resume to specify all equivalent training), and five (5) years working in direct support of defense life-cycle logistics. An educational equivalency is in addition to years of experience
• Specialized experience with ten (10) years of experience in defense life-cycle (acquisition) logistics support to include: logistics management, principles, practices, and processes. Eight (8) years of experience in support of DoD systems; including: Analyzing Contracts, Analyzing System Design Specifications, Analyzing Engineering/Systems Management Data, Developing Logistics Plans and Procedures, and Developing Logistics Management Plans and Guidelines
• Experience supervising Logistics and Training Specialists
• DAWIA Level 1, 2,3 for Contracting or Acquisitions
• Tier 0 through 3 Service Desk support
• AA or other 2 year technical degree in related discipline and 3 years of related experience
• Experience working with multiple operating systems (e.g., Windows Server, RHEL)
• Current DoD 8570 Security + CE certification (IAT Level II compliant)
• Experience supporting real-time operations, and the hardware and software involved with DCGS mission operations
• Experience working with systems management tools (e.g., SolarWinds, WhatsUp Gold)
• Bachelors and two (2) years or more experience; Masters and 0 years related experience
• Associates degree in a relevant field and at least 9 years general experience with 4 years of related experience
• Working knowledge of Windows application features and troubleshooting. Use of collaboration tools (chat, instant meetings, SMS Remote Desktop, Virtual and Computer-Based Training)
• Experience and capability to manage Service Levels

Help Desk Technical Support IV Resume Examples & Samples

• Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer
• AA or equivalent + 6 yrs related experience
• We are using ServiceNow

Line Merchant Help-desk Technical Support Analyst Resume Examples & Samples

• Second point of contact for all customers for product/solution support
• Accurately update and maintain internal records and systems
• Identification, recreation and documentation of software issues and required changes
• GCSE level qualification passes to include English and Mathematics (essential)
• Experience of working in an IT support position
• Proficient with Microsoft Office - particularly Word and Excel
• Ability to work logically, being accurate and thorough, paying attention to detail
• Self-motivated and reliable while working individually or as part of a team
• Ability to think objectively and creatively, suggesting change whenever necessary
• Ability to multi-task, particularly under pressure, within tight deadlines and SLAs
• Ability to establish time requirements and set customer expectations accordingly
• Knowledge of the card payment industry and service provision (Desirable)
• Ability to review and reflect (Desirable)
• Associate's degree in a relevant field and at least 3 years of related experience. Additional years of experience in lieu of degree is acceptable
• Must have the following skills and experience demonstrated through a series of customer service and technical questions posed during the interview process
• Use of collaboration tools (chat, instant meetings,
• Requires an Associates Degree with a 2 year technical degree in related discipline with one year of Information Technology experience
• Must have current Secret or higher clearance
• Must have the discipline to adhere to implemented process standards and security practices and procedures
• Bachelors degree in IT, CS, MIS or relevant degree
• Ability to work as a team member and work in a fast-paced environment
• Troubleshoot desktop, printer, scanner, BB’s, perhiperal, network, hardware and software issues
• Administer moves, additions, changes, and removals for end user devices in the infrastructure
• Manage user/group accounts, to include creation, deletion, validation, and modification (ULAN & SLAN)
• Satisfy approved user requests for hardware and software. Under direction of appropriate government shared folder owners, create and modify folder access permissions of shared folders
• Assist the Telephone Control Officers by entering telephone-related trouble tickets and work orders, interact with telephone service O&M provider (52nd Sig BN), and provide customer feedback on work order scheduling and resolution
• Assist documenting and/or scheduling office installation/movement of IT equipment (ULAN/SLAN machines, telephones) as the Customer Rep
• Provide assistance to the end users by documenting new hardware/software requirements. When determined to be unserviceable in place, remove inoperable equipment and re-install when fixed or replaced. Prepare IT equipment for turn-in as required. Provide assistance to the O&M VTC Team with VTC scheduling and setup in conference rooms
• Provide assistance to conference, meeting and exercise coordinators by documenting conference, meeting and exercise C4 Systems IT support requirements
• Provide support to Information Assurance, including initial response and triage to Classified Messaging Incidents, etc
• Work with escalated support tiers to troubleshoot issues. Follows established processes and procedures
• Documents technical fixes or process improvements as required. Create, update and close Remedy trouble tickets
• Security+ certificate
• Must meet 8570 requirements IAT CE Certs
• Must be willing to travel 30%

Help Desk Technical Support Lead-stuttgart Resume Examples & Samples

• Experience providing support to end users
• Experience providing support and system administration services in an enterprise environment
• Experience with Active Directory, Print server and BES servers as it relates to end user support
• Understanding of TCP/IP and network services such as DNS and DHCP
• Working knowledge of networking and specific knowledge in one or more of the following; routing, subnetting, TCP/IP, firewalls, IDS’s, VPN’s, VLAN’s, and network equipment configuration and troubleshooting operating systems (Windows 7), network connectivity and desktop software application troubleshooting
• Experience with ITIL framework and active in implementing process improvements
• Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• One of the following computing environment certification is required
• Microsoft MCP
• Cust Svs Spc

Related Job Titles

Helpdesk Technician Resume Sample

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Work Experience

• Deploy of new PC's, laptops, software and peripheral equipment
• Ability and desire toward learning The Company's technology, support policies, and methods
• Ability and desire toward learning organization's Healthcare's technology, support policies, and methods
• Abide by organization's policies and procedures
• Attempts to answer all questions
• Problem solving: the individual identifies and resolves basic user and technical problems in a timely manner, gathers and analyzes information skillfully
• Customer service: the individual manages difficult client/customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance and meets commitments
• Use discretion when dealing with sensitive or confidential data
• Create technical product documentation for hardware/software installations, troubleshooting techniques and problem resolution
• Helps determine technical needs of supported systems
• Participates as a team member on projects
• Perform basic computer builds and configuration for new hires
• Installation and configuration of operating system(s), desktop applications and security/antivirus related software
• Deploy new computer equipment, including workstations and printers
• Support basic Microsoft related technologies such as Windows OS, Office and Exchange,
• WinForm application understanding
• SQL basics (services and users)
• Operating System understanding (windows, macOS, etc.)
• Outlook organization and communications skills
• Ability and desire toward learning Healthcare's technology, support policies, and methods
• Provide primary technical support for proprietary systemand related hardware
• Strong desktop support skills, including Windows XP and Windows 7

Professional Skills

• Excellent Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Exceptional written and oral communication skills, strong documentation skills required
• Strong organizational and multitasking skills with the ability to manage priorities and workflow while providing accurate documentation and accountability
• Strong troubleshooting skills and proven ability to use the tools at hand to research and resolve problems
• Demonstrate excellent customer service & communication skills
• Strong team orientation with excellent written and communications skills
• Strong technical writing skills including technical diagramming using flowcharts, data flow diagrams and other applicable documentation methods

How to write Helpdesk Technician Resume

Helpdesk Technician role is responsible for customer, troubleshooting, organizational, technical, windows, microsoft, communications, software, mac, listening. To write great resume for helpdesk technician job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Helpdesk Technician Resume

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

• First and last name
• Telephone number

Work Experience in Your Helpdesk Technician Resume

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

Representative Helpdesk Technician resume experience can include:

• Strong organization skills with excellent attention to detail and accuracy
• Good technical support skills to assist and troubleshoot non-technical users on a variety of operating systems, hardware, devices, software and environments
• Strong analytical, technical, problem solving and organizational skills
• Strong interpersonal, relationship-building, and customer service orientation skills
• Solid experience using MS Office, with good knowledge in Excel and Access
• Provide high level of customer service, while maintaining good organizational and communication skills

Education on a Helpdesk Technician Resume

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

Additional details to include:

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

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

Professional Skills in Helpdesk Technician Resume

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

Present the most important skills in your resume, there's a list of typical helpdesk technician skills:

• Skill in effectively prioritizing assignments and tasks
• Be able to communicate effectively to users and IT members to help understand or effectively troubleshoot issues or requests as they are submitted
• Communicate clearly and effectively with both oratory and written skills
• Good decision-making & problem solving skills
• Excellent organization, communication, writing and interpersonal skills
• Excellent Windows 7, 8, 8.1, & 10 administration, installation, and troubleshooting skills

List of Typical Experience For a Helpdesk Technician Resume

Experience for it helpdesk technician resume.

• Strong Mac OSX 10.9 and 10.10+ skills
• Solid Windows 7 skills in a support role
• Customer-oriented strong customer service skills
• Excellent communication skills are necessary to relay technical information to non-technical users
• · Excellent written and verbal communications skills
• Proficient in telephone usage and effective communication skills

Experience For Senior Helpdesk Technician Resume

• Mac OS skills in troubleshooting
• Help desk/call center experience or IT customer-facing experience
• Experience in IT or an equivalent combination of work experience and education
• Proven experience as a Helpdesk technician or other customer support role
• Enhanced problem-solving skills to get to the core of the incident for faster resolution
• Prior experience working with diverse cultures and different time zones
• Demonstrated ability to meet priority assignments and task deadlines
• Min 2-3 years of experience in IT or an equivalent combination of work experience and education
• Update and maintain skills in use of current technology and information management systems

Experience For MPS Helpdesk Technician Resume

• Effectively communications with users in resolving issues as measured by customer satisfaction
• Prior Tier I help desk experience
• Some experience with Word, Powerpoint, SAP, and Excel, strongly desired
• Keep good communication with end-users and provide ongoing training
• Provide a value added experience with outstanding customer service

Experience For IT / Technology Services Helpdesk Technician Resume

• Experience troubleshooting VOIP
• Experience with HelpDesk or call tracking software required
• Proven problem solving is essential
• Experience working with PC hardware and software
• Handle multiple and changing priorities with confidence
• Experience providing first line response in a very customer centric way

Experience For Junior Helpdesk Technician / Installer Resume

• Experience with current Windows operating systems, configuration with the ability to train users in their operation
• Preferably 1-4 yrs. Experienced Employees specializing in IT/Computer - Hardware or equivalent
• Experience tracking user account creation/termination requests, and reset requests
• Experience working within a fast-paced environment is required in order to meet aggressive schedules
• Proficiency with Microsoft Office suite and strong technical knowledge of current Windows operating systems required
• Experience with Helpdesk ticket tracking software and knowledge of remote desktop support tools such as RDP, VNC, etc
• Correctly prioritizing tickets as needed (Low, Normal, High, Urgent, Critical)

Experience For Helpdesk Technician Level Resume

• Experience providing desktop support for Microsoft Office Suite 2010,2013, 2016
• Perform diagnostics and resolution. Escalates high priority requests and unresolved issues to the appropriate resources within IT
• Three to five years Customer Service and/or Customer Contact Center experience
• Advanced Computer and Application experience
• Identify technical issue, resolve if within skill set and escalate to the appropriate team, if necessary
• As time permits, follow up with prior assisted customers to ensure total customer satisfaction was accomplished

Experience For Online Helpdesk Technician Resume

• HelpDesk Technician experience
• 6+ Months of Help Desk experience
• Experience in desktop support roles – both over the phone and in person
• Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request
• Verify that the computer labs are available and in good working order

Experience For Junior Internal IT / Helpdesk Technician Resume

• Experience diagnosing problems remotely
• Supervise the good implementation of repairs and check the correct operation of the products after intervention
• Analyze and prioritize issues to minimize customer “”down time”” due to computer hardware or software failures
• Relevant help desk and/or technical support experience, preferably with an A+ or Network+ certification
• Advanced troubleshooting/repair experience to include printer repair, phone systems, client anti-virus issues, and connectivity issues
• Experience with Active Directory, administration, the creation of user accounts, and Internet email
• Work in a supportive, fast-paced team environment with a strong commitment to accountability
• Strong desire to serve with excellence

Experience For Helpdesk Technician, Co-op Resume

• Technical knowledge of PC, desktop hardware, and internal components. Hands-on hardware troubleshooting experience
• Support experience within a Mac-based environment and the ability to implement both Mac and PC workstation upgrades and support
• Supports, cooperates with, and implements specific procedures and programs for
• Provide excellent customer service performing basic troubleshooting of computers and other related devices in person or via remote computer access and phone
• Experience working a service desk or in a help desk setting
• Monitor ticketing system and take ownership of unowned tickets, prioritize by severity and date/time received

Experience For Tier Helpdesk Technician Resume

• Knowledge of and/or experience supporting Windows and MS Office products
• Team player, self-motivated, organized, detail oriented and able to handle changing priorities
• Experience responding to technical trouble tickets
• IT Phone Support experience
• Previous successful customer service experience is considered an advantage
• One year experience in an end user support environment
• Experience as an IT Specialist or related position in an office environment
• Provide excellent services through phone to IT users for basic end user related hardware's and software's, desktop related LAN network systems
• Technology experience, preferably in a fast-paced environment

List of Typical Skills For a Helpdesk Technician Resume

Skills for it helpdesk technician resume.

• Skill in providing technical assistance, guidance and training to customers of varying levels of skills and expertise
• Soft skills that include critical thinking, excellent oral and written communication and active listening
• Excellent MS Office 2010, 2013, & 2016 administration, installation, and troubleshooting skills
• Excellent PC Desktop/Laptop hardware installation and troubleshooting skills
• Strong analytical skills with a focus on business process mapping and the ability to apply system solutions to business problem
• Demonstrated effective experience in troubleshooting issues of a technical nature
• Strong communications skills and pleasant phone demeanor are essential
• Strong customer service skills with the ability to work in a team environment but work independently as well
• Able to effectively prioritize, multitask and cross-train other team members

Skills For Senior Helpdesk Technician Resume

• Reviewing all incidents opened to ensure priorities are correct (accurately classifying, prioritizing and recording the service requests)
• Typing and communications skills to ensure quick and accurate entry of service request details
• · Incredible troubleshooting skills that leverage critical thinking
• Provide permanent solutions to users by effectively diagnosing issues or when necessary escalate recurring issues to work towards a permanent solution
• Skill in establishing and maintaining effective work relationships
• Solid experience with operating systems like OSX and PC
• Prior experience working as a Tier I or Tier II Helpdesk Technician
• Prior experience working within the Intelligence Community

Skills For MPS Helpdesk Technician Resume

• Valid driver’s license in good standing and reliable transportation for purposes of travel to branch office locations
• At least one year of experience in IT support, or other experience demonstrating a desire to enter this career path
• Intermediate networking skills such as TCP/IP, DHCP, DNS, PowerShell; Can troubleshoot network connectivity problems
• Basic desktop/software troubleshooting skills
• Experience in a Technical Support and/or Systems Administration function or an equivalent combination of work experience and education

Skills For IT / Technology Services Helpdesk Technician Resume

• Verify that suggested solutions effectively resolve the users' problems through verbal and/or email follow-up
• Experience in IT, or an equivalent combination of work experience and education
• Address support tickets assigned based on priority/urgency in an efficient, effective and timely manner
• Communication skills for timely and regular interaction with all involved parties
• Applies job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity
• Able to communicate thoughts effectively; Agile and interactive
• Strong IT helpdesk experience
• Effectively escalates issues and problems that are not resolvable, to ensure business needs are met quickly

Skills For Junior Helpdesk Technician / Installer Resume

• Effectively communicate technical issues, risks, and approaches to customers and co-workers at all levels
• Effectively manage customers under stress
• Experienced in providing customer service and strong telephone etiquette with previous helpdesk support is required
• Exceptional customer service communications skills
• Answering inquiries received at the Help Desk and accurately classifying, prioritizing and recording the service requests into Zendesk Ticketing system

Skills For Helpdesk Technician Level Resume

• Building customer trust and value by providing a quality experience on every contact
• Working closely with our global helpdesk and Infrastructure teams to design and deploy an effective enterprise Mac infrastructure
• Enterprise printing/faxing/scanning hardware troubleshooting experience
• Experience designing, specifying, and developing solutions for complex heterogeneous computing infrastructure
• Experience coordinating, tracking and performing system testing
• Experience setting up/rebuilding Windows machines and transferring/saving user profiles and data

Skills For Online Helpdesk Technician Resume

• 1) Experience setting up desktop and laptops to include imaging and configuring
• Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records
• Experience producing and delivering end user documentation as well face-to-face and online training and presentations
• Experience supporting, deploying, imaging Windows 7
• Answer inquiries received at the Help Desk and accurately classifying, prioritizing, and recording the service requests
• Experience troubleshooting and resolving PC hardware and software issues (including Microsoft Office)
• Good understanding of networking principals, including TCP/IP
• 3) Strong understanding of connectivity issues in understanding of cabling connections to devices
• Basic telephony and networking troubleshooting experience

Skills For Junior Internal IT / Helpdesk Technician Resume

• Experience working in a higher education computing department
• Experience providing computing support services within an enterprise level helpdesk
• Experience testing and evaluating software for quality control and proper operations
• Experience recommending hardware and software solutions, including new acquisitions and upgrades
• Experience using tracking systems such as Remedy
• Strong technical understanding of technology, including various hardware, software and network systems

Skills For Helpdesk Technician, Co-op Resume

• Ensures timely resolution/referral of user problems by understanding the impact to the user and by assigning an appropriate priority
• Responds to High and Critical priority tickets/projects according to standard operating procedures
• Experience formatting and configuring iPhones and iPads for reuse
• Experience providing desktop support for Windows and Mac OSX Operating Systems
• Experience with desktop operating systems including Windows 7, 8 and 10
• Excellent understanding of Microsoft Operating Systems Win XP to Windows 10
• Good understanding of Group Policies and troubleshooting of them
• · Experience supporting web based applications using multiple browser bases (required)

Skills For Tier Helpdesk Technician Resume

• Development of reporting processes to inform management and help decision-making about support activities, priorities and performance
• Answer inbound contacts with effectiveness and efficiency pertaining to products and solutions of GTS Services acheiving a case resolution of 95%
• Technical troubleshooting experience
• Video Conferencing systems experience desired
• Experience supporting end users in local and wide area networks
• Experience troubleshooting desktop or mobile systems, workstations, and network issues in a heterogeneous environment
• Coordinate the testing of assigned core software releases prior to installation

List of Typical Responsibilities For a Helpdesk Technician Resume

Responsibilities for it helpdesk technician resume.

• Verify that solutions effectively resolve the users' problems through verbal or email follow up
• Roughly a year of prior experience in a help desk environment
• Phone skills, training, verbal communication, and coaching
• Skill in installing, configuring, maintaining and trouble-shooting personal computers, related equipment and software applications
• Experience setting up and troubleshooting video conferencing systems (Blue Jeans, Cisco, etc.)
• Strong working knowledge of core applications including Windows 10, Microsoft Office, imaging tool, Active Directory
• Experience with firewall concepts and technologies, including VPN, Routing, NAT Translations, Content Filtering and so on
• Experience installing and configuring Windows 7, 8, & 10, networked and local printers, and business applications

Responsibilities For Senior Helpdesk Technician Resume

• Experience supporting and repairing hardware such as desktops, laptops, keyboards, printers, mobile devices, iPad and tablets, etc
• Experience troubleshooting in a Windows 7 operating systems
• Strong professional and technical writing ability
• Strong understanding of current computer, telephonic and mobile technology
• Experience within an IT department providing 1st line support
• Experience troubleshooting applications
• Experience professionally supporting technologies such as Microsoft office, Windows, and MAC
• Experience with LAN and Cabling
• Experience troubleshooting Windows OS and Microsoft Office Suite

Responsibilities For MPS Helpdesk Technician Resume

• 3) Experience supporting applications i.e. password resets, connectivity issues
• ) of experience with providing technical support to end users
• Three or more years of experience with Microsoft administration, Microsoft Exchange and network infrastructure
• Resolves work orders. Elevates complex and/or high priority problems to the appropriate support group for resolution
• Strong Network and PC/Mac knowledge
• Strong Microsoft Office (Excel, Word, Access, etc.), Adobe applications, Windows 7/10
• Experience as a Help Desk Technician or equivalent

Responsibilities For IT / Technology Services Helpdesk Technician Resume

• Provide Support for less experienced members of the team
• Work with the local office technical support teams to prioritize and optimize response times to customer service requests across the region
• Elevate complex and/or high priority problems to senior team members or the appropriate support groups for resolution
• Relevant experience
• Active directory experience REQUIRED

Responsibilities For Junior Helpdesk Technician / Installer Resume

• IT HelpDesk experience, preferably in the Telecom Industry
• One or two years experience in Information Technology
• AV: Cisco Gear experience
• Good understanding of computer systems, mobile devices and other technical products
• Good understanding of Windows 10
• Experience troubleshooting Microsoft Office 2016 applications, especially Word, Excel, and Outlook
• Experience in resolving virus and malware issues
• Basic experience configuring printers

Responsibilities For Helpdesk Technician Level Resume

• Experience with managing Office365 and Active Directory users
• Excellent knowledge of PC based hardware and software systems
• Experience with US Air Force Systems
• Previous experience in a customer service and/or IT support environment
• Previous technical support and customer service experience

Responsibilities For Online Helpdesk Technician Resume

• Remote support help desk experience
• Desired: Experience with Server 2008 R2, Server 2012, VMware ESX or HyperV
• Typically require 2-5 years of related experience
• Combination of education and experience, okay
• Multitask and prioritize a busy workload
• Experience in a computer/tech engineer role
• Mentoring and training Level 1 technicians along with making sure they are following all procedures and SLA’s are being met

Responsibilities For Junior Internal IT / Helpdesk Technician Resume

• Logging, categorizing and actioning all incoming ticket activity in the Helpdesk application
• Understanding of Active Directory (creating accounts, deleting accounts, resetting passwords)
• Maintaining operating software, including OS, applications, library versions, etc
• Providing system performance tuning and monitoring the server system logs, messages, and alerts
• Supporting users via phone and remotely in regards to their technical issues while documenting in ServiceNow ticketing system
• Correlating and documenting recurring incidents and incident resolution
• Following up on any outstanding issues with customers regarding status and closure of incidents/requests
• Maintaining and upgrading computers utilizing SCCM
• Assisting with automation of onboarding and offboarding processes

Responsibilities For Helpdesk Technician, Co-op Resume

• Working knowledge and understanding of Google Apps
• Assisting in the day-to-day systems operation, analysis and troubleshooting
• Directing the installation, testing and setup of new hardware and software
• Coordinating the process for IT hardware/software procurement and distribution along with managing all inventory
• Processing software's and hardware's by coordinating user setups, installations and upgrades
• Working with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Checking the queue for tickets that have come in after other shifts have ended and working tickets that can be worked
• Multitasking expertise and ability to track multiple ongoing projects or problems at once

Responsibilities For Tier Helpdesk Technician Resume

• Imaging and ghosting PC's
• Collaborating on Mac networking challenges
• Bring in senior IT Staff as needed to resolve issues
• Determining whether the problem is caused by hardware such as modem, printer, cables, or telephone
• Providing an escalation point for all requests, incidents, and problems to Level 1 technicians

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Helpdesk Technician Resume Sample

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Helpdesk Technician Resume Sample (Full Text Version)

Alexander scherer.

Self-driven and motivated Helpdesk Technician experienced in providing technical support to the company’s clients and colleagues, managing user accounts, and installing and maintaining hardware and software. Possess great analytical skills, extraordinary teamwork skills, strong attention to detail and accuracy, and well-developed time management abilities.

Work experience

• Provided technical support and assistance to the company’s clients and colleagues and worked closely with customers in order to diagnose and resolve any IT related problematic issues.
• Monitored and investigated network issues, managed user accounts, and installed and configured multiple network devices, such as servers, routers, and switches.
• Sustained network security, completed weekly reports and summaries, and assisted in installing workstations.
• Installed and updated/upgraded hardware and software and executed various administrative duties as required.
• Awarded Employee of the Month and ranked as a #1 Helpdesk Technician at the company for performing great work.

GPA : 4.0 (Top 1% of the Programme)

The 2015, 2016 Academic Excellence Award winner

Clubs and Societies: Basketball Club, Engineering Society, Physics Society

Graduated with Distinction (Grade 1 - A/excellent equivalent in all 4 subjects)

The 2013 Best Graduate Award winner

Activities : Boat Club, Comics Club, Golf Club

Volunteering

Certificates.

Milan Šaržík, CPRW

Milan’s work-life has been centered around job search for the past three years. He is a Certified Professional Résumé Writer (CPRW™) as well as an active member of the Professional Association of Résumé Writers & Careers Coaches (PARWCC™). Milan holds a record for creating the most career document samples for our help center – until today, he has written more than 500 resumes and cover letters for positions across various industries. On top of that, Milan has completed studies at multiple well-known institutions, including Harvard University, University of Glasgow, and Frankfurt School of Finance and Management.

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help desk technician resume example with 6+ years of experience

Friendly Help Desk Technician with 5 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Conducted in-depth product and issue resolution research to address customer concerns.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Uploaded new software, rolled out updates and applied patches to [Type] servers upon release to thwart [Type] and [Type] threats from penetrating networks.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Performed tests of functionality, security and performance of different workstations and devices.
• Answered [Number] incoming calls from residential and small business customers on [Type] and [Type] products.
• Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Provided on-call support for critical [Type] issues related to [System] and [Software] .
• Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
• Organized and replenished unit supplies to maintain team readiness for expected demands.
• Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
• Supported patient admissions, discharges and transfers to promote team productivity.
• Answered patient assistance calls, assessed needs and offered qualified support.
• Worked with patients to ascertain issues and make referrals to appropriate specialists.
• Recommended service improvements to minimize recurring patient issues and complaints.
• Facilitated communication between patients and various departments and staff.
• Organized patient records and database to facilitate information storage and retrieval.
• Kept current with literature and felid advancements to advocate to and for patients.
• Helped address client complaints through timely corrective actions and appropriate referrals.
• Followed document protocols to safeguard confidentiality of patient records.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
• Acted as first point of contact and set appointments for prospective clients.
• Facilitated organized record retrieval and access by maintaining filing system for both in-house and discharged residents.
• Greeted visitors and initiated triage processes for clients to streamline patient flow.
• Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
• Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
• Managed office logistics by scheduling appointments, maintaining files and collecting payments.
• Placed new supply orders, managed inventory and restocked clerical spaces.
• Organized patient files and streamlined operations to improve efficiency.
• Registered and verified patient records before triage with most up-to-date information.
• Carried out front office duties utilizing data entry skills in framework of medical database.
• Answered phone calls and messages for [Number] -physician [Type] medical facility, scheduling appointments and handling patient inquiries.
• Kept detailed records of office inventories and placed $ [Amount] orders for more supplies.
• Answered telephone calls to offer office information, answer questions and direct calls to staff.
• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Provided information regarding charge accounts and loyalty programs.
• Communicated with vendors regarding backorder availability, future inventory and special orders.
• Responded to customer requests for products, services and company information.
• Regularly exceeded daily sales and product add-on quotas.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Recommended products to customers, thoroughly explaining details.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Answered constant flow of customer calls with minimal wait times.
• Referred unresolved customer grievances to designated departments for further investigation.
• Resolved service and technical problems for customers by asking clear and specific questions.
• Managed call flow to respond to technical support needs of customers.
• Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
• Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
• Multi-tasked [Type] systems while providing service and resolving customer issues, questions, comments or concerns.
• Utilized [Type] diagnostic tools to identify and solve variety of technical issues.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Provided support for networking protocols and characteristics.

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Resume Overview

School attended.

• Savannah Technical College

Job Titles Held:

• Help Desk Technician
• Patient Engagement Specialist
• Customer Service Representative

Similar Resume

help desk technician

capitol heights, maryland

Santa Fe, New Mexico

Segue Technologies

Raleigh, North Carolina

• Customer service
• Help desk technician resume examples

Help desk technician Resume examples

4 Help desk technician resume examples found

All examples are written by certified resume experts, and free for personal use. Copy any of the Help desk technician resume examples to your own resume, or use one of our free downloadable Word templates. We recommend using these Help desk technician resume examples as inspiration only, while creating your own resume.

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Help desk technician

Log all received issues into proprietary help desk ticketing system, classifying and prioritizing incidents with excellent written communication for other technicians to respond to. Use sound judgement to identify trends, anticipate customer needs, and determine when to escalate incidents.

• Developed 14 knowledge articles to reduce customer frustration and decrease resolution time.
• Provide technical and functional support, resolving 90% of tickets during first contact.
• Receive and respond to calls, emails, live chats, and web inquiries from system users.
• Collaborate with Tier 2 support to enhance knowledge and improve service level agreements (SLA).

Identify problems and implement solutions with accurate communication to ensure courteous, timely, and effective resolution of customer issues. Ensure compliance with security procedures for data handling.

• Improved first-contact resolution 20% by creating customer handling guide.
• Act as the Tier 1 point of contact for internal and external customers on a busy service desk. Provide thorough triaging of tickets by liaising with other service teams.
• Identify, recommend, develop, and implement internal training programs to increase system literacy and self-sufficiency.
• Participate in planning sessions for process improvement and make recommendations based on experience and past customer interactions.

Technical support position requiring a blend of customer service and technical skills in the daily execution of duties.

• Maintained up-to-date knowledge of all company products and services to better assist customers in resolving their technical issues.
• Continuously read technical manuals on company’s latest hardware products to understand technical components and deliver comprehensive installation and repair support as needed.
• Responded to all customer enquiries and escalated specific problems to the designated specialist.
• Documented technical resolution processes and workflows for future references.

Complex role requiring comprehensive knowledge of technical components to deliver effective and prompt solutions to ensure customer satisfaction.

• Performed diagnostic assessments hardware and system performance to identify issues and ensure effective resolution.
• Routinely evaluated department operational policies and procedures to find bottlenecks and suggest improvements to upper management.
• Trained new recruits on standard technical support process to ensure the accurate documentation and delivery of technical support services to customers.
• Kept abreast of all projects within assigned team and provide routine progress reports to department head to streamline workflows and define performance goals.
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