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

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

Hiring Manager for Help Desk Roles

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

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

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

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

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

Help Desk Resume Templates

Jump to a template:

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

Jump to a resource:

  • Keywords for Help Desk Resumes
  • Action Verbs to Use
  • Writing a Resume Summary
  • Related Administrative Resumes
  • Similar Careers to a Help Desk
  • Help Desk CV Examples

Template 1 of 3: Help Desk Analyst Resume Example

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

A help desk analyst that highlights relevant skills

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

   demonstrate your knowledge of help desk software..

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

Demonstrate your knowledge of help desk software. - Help Desk Analyst Resume

   Highlight your technical skills.

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

Highlight your technical skills. - Help Desk Analyst Resume

Skills you can include on your Help Desk Analyst resume

Template 2 of 3: help desk technician resume example.

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

A help desk technician resume example that prioritizes work experience

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.

Mention your abilities to cooperate with teams. - Help Desk Technician Resume

Skills you can include on your Help Desk Technician resume

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

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

A IT help desk (entry-level) resume template that is tailored to the IT industry

Tips to help you write your IT Help Desk (Entry Level) resume in 2024

   include volunteering experience in it..

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

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

   Highlight projects in which you used your transferrable skills.

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

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

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

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

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

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

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

Service Desk

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

Skills Word Cloud For Help Desk Resumes

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

Top Help Desk Skills and Keywords to Include On Your Resume

How to use these skills?

Action verbs for help desk resumes.

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

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

  • Streamlined
  • Interpreted
  • Troubleshooted
  • Strengthened

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

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

How To Write a Resume Summary for a Help Desk Resume

If you're a senior-level employee, or you're changing careers to become a Help Desk, it's useful to add a paragraph at the top of your resume highlighting your most impressive accomplishments. This is called a resume summary. Here's an example of a summary that can be used on a Help Desk resume.
A resume summary is a totally optional section, and in most cases, it's better to leave it out of your resume than include it. For example, if you're a student or mid-level hire, you should not include a summary, and instead use the space to add to your work experience.

How to write a resume summary if you are applying for a Help Desk resume

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

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Help Desk Resume Guide

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

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technical support or help desk resume

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technical support or help desk resume


  • Cover Letter

Help Desk Support Resume: Examples and Best Practices

technical support or help desk resume

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

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

Key Elements of a Help Desk Support Resume

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

A. Contact Information

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

B. Summary Statement/Objective Statement

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

C. Relevant Skills and Qualifications

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

D. Work Experience

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

E. Education and Certifications

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

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

Best Practices for Writing a Help Desk Support Resume

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

A. Tailor Your Resume to the Job

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

B. Use Keywords and Phrases from the Job Posting

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

C. Highlight Your Achievements and Responsibilities

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

D. Keep it Brief and to the Point

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

E. Use Action Verbs and Quantify Your Achievements

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

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

Examples of Help Desk Support Resumes

Sample help desk support resume #1.

Name: John Doe

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

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


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

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

Sample Help Desk Support Resume #2

Name: Jane Smith

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

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

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

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

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

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

Sample Help Desk Support Resume #3

Name: Mike Johnson

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

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

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

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

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

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

Tips for Crafting a Stand-Out Resume Summary

A. Importance of a Strong Resume Summary

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

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

B. Examples of Effective Resume Summaries

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

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

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

C. Tips for Writing an Effective Resume Summary

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

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

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

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

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

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

Common Mistakes to Avoid in Help Desk Support Resumes

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

A. Generic Resumes that Lack Details

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

B. Typos and Grammatical Errors

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

C. Including Irrelevant Information

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

D. Exaggerating Accomplishments and Skills

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

Help Desk Support Resume Template and Format

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

A. Proper Formatting of a Help Desk Support Resume

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

  • Contact Information
  • Objective Statement
  • Professional Summary
  • Certifications

Technical Skills

  • Professional Experience

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

B. Recommended Font, Margins, and Spacing

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

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

C. Resume Templates for Help Desk Support Professionals

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

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

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

How to Showcase Soft Skills in a Help Desk Support Resume

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

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

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

B. Examples of Relevant Soft Skills

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

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

C. Tips for Highlighting Soft Skills in Your Resume

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

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

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

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

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

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

Qualifications and Certifications to Include in Your Help Desk Support Resume

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

A. Relevant Qualifications for Help Desk Support Professionals

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

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

B. IT Certifications for Help Desk Support Professionals

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

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

C. Tips for Highlighting Your Certifications and Qualifications

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

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

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

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

A. how applicant tracking systems work.

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

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

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

B. Best Practices for Optimizing for Applicant Tracking Systems

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

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

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

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

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

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

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

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

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

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

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

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

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

Hardware Skills

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

Software Skills

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

Network and Security Skills

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

Remote Support Tools

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

Mobile Devices and Applications

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

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

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Help Desk Technician Resume Samples

The guide to resume tailoring.

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

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

15 Help Desk Technician resume templates

Help Desk Technician Resume Sample

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  • Facilitate hardware, software, and network set up for new employees /users
  • Investigate/research alternative solution across both hardware and software, make recommendations, and prepare implementation plans for computer hardware/software
  • Route calls to other support personnel as needed in order to address and resolve user requests
  • 0-1 years experience in desktop support roles – both over the phone and in person
  • Schedule flexibility to work a range of shifts, including weekends and night shifts as needed
  • Ability to provide on-call "after-hours" support based on a rotation schedule and as needed

Help Desk Technician Resume Examples & Samples

  • Monitor, respond to, and quickly resolve requests received through the IT helpdesk for 400+ users
  • Insure the integrity of the user experience is in place to maximize effectiveness and enhance the image of the company
  • Track and maintain equipment
  • Setup new hire user accounts, workstations, laptops, and mobile devices
  • Install, support, and train users on internally developed software and commercial software solutions
  • Assist in the orchestration of a smooth running and efficient IT environment
  • Assist other team members with special projects and handle other duties as needed
  • Effective organization and problem solving skills
  • At least three months experience in a technical internship or school computer lab
  • At least three months experience with software and hardware installation
  • At least three months experience troubleshooting software and hardware
  • Equivalent education and experience will be considered
  • Provides remote Level I (basic) technical assistance and support, and resolves problems related to the use of computer hardware and software for system end users
  • Researchs, resolves, responds to, and documents end user inquiries; and escalates or reassigns issues and problems as needed to appropriate resource for resolution
  • Installs desktop software remotely using tools such as Group Policy, SCCM, and manual install protocols
  • Maintains accurate and timely records in time tracking systems, and weekly status and metrics report repositories
  • Participates in scheduling rotation for providing after hours on-call support to end users
  • Associates degree or equivalent education and work experience required
  • Minimum of two years of experience providing end-user support services required
  • Experience troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers) preferred
  • Experience preferred in supporting financial systems including Elite and Citrix
  • Ability to meet standards for ticket system management and documentation responsibilities
  • Ability to work in a team-orientated/collaborative environment
  • Ability to multitask and prioritize workload, and adapt to new processes and procedures in a fast paced environment
  • Ability to handle confidential information in a reliable manner
  • Ability to demonstrate strong customer service skills, and foster a high degree of end user satisfaction through the delivery of quality and timely service
  • Ability to convey technical issues and material to non-technical audience
  • Perform basic troubleshooting, diagnosis and repair of computer systems, hardware and computer peripherals
  • Increase knowledge and skills by asking questions and shadowing Level II technician
  • Recommend policies/procedures to improve ticket resolution times
  • Previous experience in multiple location enterprise IT department, very helpful
  • Phone and remote support, giving and receiving instructions is a frequent activity related to proving phone support

Tier, Help Desk Technician Resume Examples & Samples

  • 3-5 years of end user support
  • Active Directory, Office 2010, Malware/Antivirus removal
  • Strong hardware and software troubleshooting
  • Knowledge of basic networking
  • Provide a high level of customer service to all internal users
  • Provide support for our retail stores using Teamwork POS (Network, PC & iPad based)
  • Effectively prioritize tasks in a high volume environment. (Fox utilizes Dell Kace for ticket management)
  • Exhibit a high level of proficiency and expertise with OSX, Win7/8, Office 2007/10/11, Exchange administration, and AD administration and various browser brands & versions
  • Document network, server, systems and application problems and affect recovery procedures following outages or service interruptions
  • Evaluates and/or recommends purchases of workstations, laptops, peripheral equipment, and software; provides technical consulting services to department/organization regarding use of computers, applications, and networks to satisfy business needs
  • Performs miscellaneous job-related duties as assigned including assisting administrators, technicians, programming division and management as required
  • Maintains currency of knowledge with respect to relevant business related technology, applications equipment, and/or systems
  • Should be a self-starter, requiring little direct supervision
  • Responsibilities may include travel to remote sites and occasional flexibility in work schedule including after-hours assistance
  • Responsibilities also include supporting Fox’s A/V systems and Sales Presentations

Help Desk Technician Level for Bloomberg Philanthropies Resume Examples & Samples

  • Basic understanding of SysInternals Tools, i.e. Process Monitor and Process explorer
  • Experience with Remote Control Tools to support clients remotely
  • Knowledge of Active Directory and network account integration with desktop systems
  • Excellent written, verbal, and customer service skills with proven ability to work in a fast-paced environment
  • 2+ years supporting and maintaining Windows related technologies
  • 2+ years of experience in service desk operations
  • 2+ years of experience supporting mobile devices (iPhone and iPad)
  • Ability to collaborate actively with others in a cross-functional team
  • Excellent organizational/administrative/technical skills with agility to reprioritize as necessary
  • Highly skilled in documenting troubleshooting steps and creating knowledge base articles
  • Some local traveling
  • ITIL Certification or working towards completion
  • Microsoft Certification (MCP, MCSA)
  • Respond to telephone calls, emails, and dispatched requests for technical support
  • Provide comprehensive incident support for customers both in-person and remotely, including rapid problem resolution followed by root cause analysis with a focus on proactive prevention and knowledge transfer
  • A mix of reactive (break/fix) support and proactive support services
  • Documents, track, and monitor the problem to ensure a timely resolution
  • Collaborate with System and Network Infrastructure teams
  • Install, configure, and maintain Mac, PC, peripherals (local and network printers, scanners), and other end-user equipment such as iPhones and iPads
  • Run diagnostic tests to isolate system problems and make recommendations for potential solutions
  • Experience working with the SysInternals suite of tools to diagnose and effectively troubleshoot
  • Excellent written, verbal, and customer service skills with proven ability to work in fast-paced environments
  • 5+ years of experience supporting and maintaining technologies in the local office to include Windows-based and Mac-based systems
  • 5+ years of experience in service desk operations, to include Windows and Mac clients
  • Experience with mobile applications/products including: iPhone, iPad, and Blackberry platforms
  • Expertise in iPad/iPhone
  • Experience with enterprise wide rollouts of new operating systems and software
  • Proven experience supporting Citrix technologies
  • Ability to support mobile devices (iPhones and Blackberry devices)
  • Understand basic networking technologies (LAN/WAN and wireless)
  • Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
  • Highly skilled in documenting written troubleshooting steps and instructions
  • Apple Certified Macintosh Technician (ACMT)
  • Microsoft Certifications (MCP, MCSA,MCSE)
  • Configure and maintain the organization's internal computer network
  • Identify, troubleshoot, solve, and document network connectivity and performance issues
  • Install and support telephones and other network telecommunications devices
  • Possess analytical problem solving skills
  • Ability to quickly grasp technical issues and offer solutions
  • Customer-focused attitude and desire to interface directly with end-user clients
  • One (1) year experience working in a mid-size organization with relevant system support experience

Senior Associate Help Desk Technician Resume Examples & Samples

  • 1st level support for identifying/resolving EDI systems/interface, Transport connectivity and operations issues
  • 1st level support for taking incoming AHI Helpdesk calls
  • 1st level support for taking incoming AHI Helpdesk emails
  • 1st level support for installing/configuring new trading partners onto the EDI Special project
  • 1st level support for assisting clients with day-to-day data issues
  • 1st level support for any/all customer HIN related issues
  • Work with distributors on daily (OEC) on-line edit exceptions from production run
  • Work with team to determine and refine project estimates
  • Send quarterly list of all reporting distributors in product to HIBCC
  • Produce semi annual misc items for manufacturer/vendor/distributor meetings. (i.e. Tent cards, name tags)
  • Help create technical bulletins for the project as needed
  • Supports the HIN Help Desk with daily edits and processes to assure the quality of the data as requested
  • Answers help desk telephones for account(s) and responds to complex customer inquiries to ensure customer needs are met
  • Strong interpersonal skills for interacting with team members and clients
  • 3+ years of End User Support experience
  • Previous experience with Active Directory, Office 2010, and Malware/Antivirus removal
  • Solid hardware and software troubleshooting
  • Knowledge of basic Networking
  • Experience with Windows, tablets, smart phones, PC’s, laptops and printers
  • Working knowledge of ServiceNow
  • Must be able to accept direction
  • Ability to work with various managerial staff
  • Using the call logging systems “ITSM Front Range” and Peoplesoft Repair and Maintenance, identify, diagnose, document and resolve or escalate the customer problems
  • Support calls dealing with payroll, accident claims, SEMS, Lotus Notes, user-id and password resets and PC/Mainframe system related problems
  • Supports International calls by utilizing third party translation services when needed
  • Maintain a working knowledge of the Store Hardware environment and Software systems
  • Updating Knowledge Base articles to improve trouble shooting
  • Strong knowledge of Windows operating systems and networking
  • Experience with installation, modification, and/or repair of Point of Sale hardware and software
  • Basic knowledge of laser jet printers

Associate Help Desk Technician Resume Examples & Samples

  • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate
  • Help Desk-Experienced
  • Technology Analysis-Experienced
  • Technology Trends & Best Practices Experienced
  • Technical degree and previous customer service preferred
  • Associate’s Degree from an accredited college in computer science, computer information systems or a related field; or an equivalent combination of training and relevant work experience may be substituted for training/experience on a year-for-year basis
  • 2 years of increasingly responsible experience performing help desk/operations functions
  • A+ and/or Network + certification and other industry recognized network certifications
  • Knowledge of principles and operations of computer systems, network infrastructure and related peripheral equipment
  • Ability to analyze and troubleshoot user’s problems via the telephone
  • Ability to maintain knowledge of current technology and able to learn new technology
  • Ability to communicate professionally, accurately and effectively, both verbal and written, as well as on the telephone
  • Ability to understand and respond to user questions in an effective and courteous manner
  • Ability to convey technical procedures and directions in layman’s terms
  • Proficiency with operating systems, including Windows 7, 8.1 and 10 and MAC operating systems
  • Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs, the Internet browser, websites and e-mail systems and Office 365
  • Advanced knowledge and understanding of networking and personal computer hardware

Corp-gti Help Desk Technician Resume Examples & Samples

  • Work experience in configuring, maintaining and troubleshooting problems with day-to-day operating environments and customer applications. Experience using troubleshooting tools and procedures
  • Strong dedication to quality Customer Service and a working knowledge of enterprise-wide service-delivery procedures
  • Strong verbal and written interpersonal and communication skills
  • Bilingual, Spanish 100%, English at least 80%
  • Good initiative and assertiveness
  • Effective listening skills
  • Must have extensive experience with Microsoft Active Directory, Microsoft desktop applications and Outlook
  • Strong knowledge of LAN and WAN network
  • Self-motivation and organization
  • Technical career or equivalent
  • Must be able to provide after hours and weekend support as needed
  • Administration of user accounts
  • Ability to import and export documents into reports
  • File Share Administration experience
  • Ability to work independently as well as in a Team Environment
  • Microsoft Windows 7 / MAC / Linux is a plus but not required
  • Microsoft Office Suite 2010/2013 Active Directory experience
  • Wireless Connectivity
  • Cisco/VPN account management
  • IE7/ Firefox /Chrome /Mozilla
  • Secure ID Token (two factor authentication)
  • Experience working with MAC’s is a strong plus
  • Comptia Security+ preferred
  • High school (College a plus) and 5 years of experience in a Support Desk /Customer Support environment
  • 2 years experience in a help desk or call center environment
  • Demonstrated knowledge of Microsoft Office, MS Exchange, Windows 7/XP, Blackboard, Strayer 360
  • Must have strong computer skills (Excel, PowerPoint, HTML, Adobe, Crystal reports etc.)
  • Create mail enabled user accounts
  • Determine Exchange Mailbox database assignments
  • Create users’ home directories with appropriate permissions
  • Assist with registration of users Common Access Card (CAC)
  • Modify a user’s account permissions
  • Add user’s accounts to Distribution/Security Groups
  • Create new Distribution/Security Groups – possibly mail enabled
  • Modify Group Permissions on User Folders
  • Have an understanding of the differences between Security and Distribution Groups
  • Create and modify Shared Mailboxes
  • Assign permissions to allow users access to the shared mailbox
  • Disable a shared mailbox ability to log on
  • Create a new Exchange Public Folder (i.e. Unit Calendar, bulletin board, etc…)
  • Assign permissions to Exchange Public Folders
  • Assist users in the configuration of MS Outlook
  • Have a working knowledge of the use of a .pst file and how to fix problems with .pst’s
  • Edit the mail profiles through the control panel
  • Disable CAC requirement for logon
  • Reset user’s password
  • Rebuild user profiles (Server and Local)
  • Scan .pst/.ostfiles
  • Utilize Remedy to submit, modify, resolve, close requests for assistance
  • Ability to assist members with configuring different types of authorized Cell Phones and Devices
  • Assist Users connecting to and troubleshooting with shared printers – including driver issues
  • Other tasks or projects as determined to be within the Contracted Scope of Work
  • Microsoft Certified Information Technology (MCITP) - Consumer/Enterprise Support or equivalent or higher
  • Cisco Certified Network Associate (CCNA) or higher
  • Must possess appropriate current DoD Information Assurance (IA) Certification to be considered for employment; either CompTIA A+; CompTIA Network+; CompTIA Security+CE ; Systems Security Certified Practitioner (SSCP); OR CCNA-Security. CompTIA Security+ CE is the preferred certification
  • As part of your role/function on the program; you will be granted privileged user access. Privileged Users are subject to greater scrutiny as a direct result of the significant responsibilities placed upon them. Please be aware that because of these critical duties; you will be subject to additional IT system monitoring; and supervisory evaluation to ensure continuous adherence to Privileged User processes and procedures. Privileged Users are subject to a zero tolerance policy for security violations
  • Because of the sensitive nature of the work being done for this government client; all candidates must hold or be able to attain a TS/SCI and be willing to take and pass a Polygraph if requested

Senior Help Desk Technician Resume Examples & Samples

  • Installs and configures applications software and related hardware (such as desktops, servers, and related peripherals like printers, scanners, drives, monitors and video teleconferencing hardware)
  • Provides technical support and training to end-users
  • 3-5 years of directly related experience supporting information systems operations
  • Screen; refer and diagnose reported issues
  • Process web application access requests
  • Provide end-user software troubleshooting and support for common reported issues
  • Apply diagnostic techniques to identify problems; investigate causes; and recommend solutions

Tier Help Desk Technician Resume Examples & Samples

  • Troubleshoot and resolve Tier 1 tickets related to technical and connectivity issues for USDA FSIS
  • Escalate advanced technical and connectivity issues to the Tier 2 level
  • Maintain a low average handling time to ensure speed of answer service level agreement is met
  • Utilize ticketing system to document triage/resolution specifics
  • Handle clients professionally during all interfaces
  • Act independently to resolve support calls and achieve a high percentage of incident resolution without escalation
  • Advise and educate end-users on procedural guidelines to ensure a complete solution to their technical issue
  • 1-3 years of directly related experience supporting help desk operations
  • Document all maintenance records and actions using an automated logistics information system
  • Ensure supervisor is kept informed of all maintenance operations; including issues, at all times
  • Assist with inventory/assess management; maintain 100% accountability of all Contractor and Government furnished property
  • As required, support surge training or operational requirements
  • High School Diploma with two to five years of relevant experience in civilian or military areas to include CBRNE COTS and GOTS equipment help desk support functions
  • In-depth understanding of the US Army two-level maintenance concept and related automated logistics management systems
  • Experience providing support in a tier ticket environment
  • Specific experience utilizing maintenance tracking systems, executing maintenance in accordance with master work schedules, and implementing lean maintenance practices
  • Work independently, manage time, and adhere to deadlines
  • Effectively communicate to the team, peers, and the customer in words and in writing
  • IA experience
  • Field technician support experience
  • US Army CBRNe equipment detection systems experience
  • 1 - Shift 6AM – 6PM Rotating Shift
  • 1 - Shift 6PM - 6AM Rotating Shift
  • An active TS/SCI w/ Polygraph Clearance
  • Between 1– 3 years of experience in a help desk or troubleshooting environment
  • Answer the helpdesk phones and provide support to users
  • Deploy new software to user computers
  • Develop and maintain PC images, and deploy images to new hardware for installation at user's workplace
  • Conduct annual hardware refreshes, including maintaining customer data during replacement
  • Server support for creation of and maintenance of share folders and printer queues
  • User settings configuration and standardization through GPOs and Desktop Authority
  • Set up new users, including both account configuration and initial training and orientation, and account creation when necessary
  • Maintain a log of all activities in a ticketing system and create a weekly summary for management use, and routinely have considerably the largest number of tickets logged
  • AA or other 2 year technical degree in related discipline and 3+ years' experience. An additional 2 years of experience may be substituted in lieu of degree
  • Must have excellent interpersonal/communication skills and technical writing skills to provide exceptional customer service
  • 1 – 2 years' experience with Office 2010, Windows 7, and Active Directory
  • Must have a current, active Top Secret clearance adjudicated within the last two years. Must be eligible for and awarded SCI prior to starting employment
  • While performing the duties of this job, the employee is frequently required to handle; reach with hands and arms; stoop, kneel, bend, crouch or crawl. The employee must also occasionally lift and/or move up to 50 pounds or more
  • Technical certifications, such as: A+, Network +, Security +, Microsoft certs
  • College course work is preferred
  • Monitor networks, secure and non-secure; modify user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to USSOCOM customers located throughout the world
  • Monitor network status remotely using several Network Management Systems, and create applicable work orders for discrepancy resolution as necessary
  • Knowledge of workstation hardware and Microsoft Technologies
  • Monitor secure and non-secure networks 24X7 and escalate incidents to system administrators, network
  • Administrators, computer security administrators and management teams for resolution. Must be familiar with Dameware and Terminal Services is required
  • Provide daily phone support for all end users within the Firm for all components of the IT infrastructure and application support; guide, coordinate and follow-up on questions, problems on all system applications, hardware and software
  • Manage own daily individual performance measured by call capture, available time, speed of answer, and call resolution and customer support
  • Ability to work in high stress, high call volume environment ; record problem systems and status information through the use of Service Now
  • Troubleshoot workstation access, applications software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization
  • Escalate or consult issues with 2nd level support and management when solution is unclear; proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status
  • Minimum one year of technical and functional support; preferably within a professional services firm or similar environment
  • High school diploma or equivalent; completed coursework from an accredited college or university is preferred
  • Keep current with alternative information systems and technology and make recommendations consistent with the Firm's business and systems strategies
  • This position will be required to support a very complex and diverse set of hardware and software due to diversity of systems
  • Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and team work; ability to build productive relationships with peers
  • Flexibility on daily and weekend schedule required to support 24x7 environment; overtime required at peak times
  • Processing Service Tickets related to computer problems, domain account/access, password resets, CAC pin resets, and mapping to shared drives/printers/peripherals
  • Supports Blackberry Administration, including adding, modifying, and deleting user accounts, as well as configuring, updating, and managing devices
  • Produces and updates Standard Operating Procedures (SOPs) for Blackberry users
  • Installs and troubleshoots IP cameras, such as Jabbers and desktop cameras used for Direct Connect Online (DCO)

Information Services Help Desk Technician Resume Examples & Samples

  • Identifies, researches, and resolves technical problems
  • Configures, troubleshoots and supports users email accounts and provides basic support of common Microsoft Office & other Microsoft products,
  • Requires an associate's degree or its equivalent and/or 2-5 years of experience in the field or in a related area
  • Familiar with Windows 7, Windows 8, and associated support concepts and best practices. Knowledge of Apple products helpful
  • Good understanding of Networking concepts and practices as they apply to desktop and laptop support
  • General knowledge of IP phone systems including, 66 block and making cross connections
  • Has knowledge of commonly-used concepts, practices, and procedures within a corporate Desktop/Laptop support environment
  • Able to follow instructions and pre-established guidelines to perform the functions of the job
  • Familiar with standard concepts, practices, and procedures within particular IT field
  • Relies on limited experience and judgment to plan and accomplish goals
  • Primary job functions will typically require exercising some degree independent judgment and initiative
  • Works under general supervision; typically reports to a project leader or manager
  • Must be able to successfully work in a very social Team Environment
  • Solid Customer Service Skills
  • Must have Remedy trouble ticket experience and skills
  • Must be willing to work flexible shifts and days as required
  • Must have or be able to quickly obtain a current Windows Operating System (OS) certificate
  • Flexibility to work different shifts (days, nights, weekends) is highly desired
  • Experience with technical knowledge capture, training, and certification of personnel
  • High School diploma or equivalent experience/combined education, with additional technical training equivalent to a technical Associate’s degree

Supervisory Help Desk Technician Resume Examples & Samples

  • Serve as the initial point of contact for resolution of desktop/laptop related problems in a 56,000 + customer enterprise
  • Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 7, Windows 10, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
  • Document, track, resolve, escalate and report on problems and work orders using Remedy Action Request database system
  • Monitor networks, secure and non-secure; modify user accounts via Active Directory and Active Roles Server, submit changes to file management and peripheral devices via Remedy, escalate network incidents and provide direct support to USSOCOM customers located throughout the world
  • Determine which special team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically
  • Design management reports summarizing overall network and work order status, and contract SLA metrics
  • Monitor secure and non-secure networks 24x7 and escalate incidents to system administrators, network administrators, computer security administrators and management teams for resolution
  • Serve as an Enterprise Remedy Application administrator
  • Collect operations metrics, analyze and present Service Desk's performance
  • Develop standard operating procedures (SOPs) and unique training plans to ensure a disciplined approach by all Help Desk Technicians (HDTs) on any shift
  • Conduct new and recurring training to ensure the HDTs understand the purpose and implementation of Service Desk SOPs
  • Interface with Service Provider supervisors to ensure coordinated operations
  • Train, supervisor and schedule the Help Desk Technicians (HDTs) assigned to supervisor
  • Provide Tier I and II IT troubleshooting services such as, maintaining, installing, repairing and modifying computers/mobile devices (SIPR, NIPR, CENTRIX, etc.) and their associated business software
  • Direct customer support for Audio Visual and Video Teleconferencing equipment and services
  • Document incident status in incident database tools
  • Provide weekend IT support services as requested by customer
  • 5+ years of relevant working experience with Active Directory, Operating System delivery methods (Altiris Deployment Solution, SCCM, Ghost, etc.) basic troubleshooting techniques in am IT Service Desk environment
  • Working knowledge of Windows 7, Office 2007 and 2010
  • Demonstrated background in networking concepts to include TCP/IP, DHCP, VLAN, DNS and other common networking business practices
  • Currently possess DoD 8570 IAT Level I or II requirements (Network+ce or Security+ce)
  • Currently possess an active DoD Secret clearance or be able to obtain an Interim Secret prior to start date
  • Ability to work weekends and may be required to travel upon customer requests. Locations include but are not limited to; Oahu, Guam, Saipan, Korea, Alaska, Hilo & Maui
  • Experience in DISA, USARPAC, and USARC IT Tiered support Services
  • Strong interpersonal skills with the ability to work well under pressure
  • Provide basic technical advice and guidance on installation, adaptation, configuration or enhancement of CDC PBX's cabling, DAS and UC/Lync
  • Perform second tier problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems
  • Possess a wide range of in depth skills and knowledge in telecommunications as well as networking systems in use at customer sites
  • Provide expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements
  • Provide expert and second tier technical support for the installation and repair of complex systems and outages
  • Review system and configurations to ensure successful implementation of services into production
  • Maintain system stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair
  • Partner with developers and engineers to reduce re-occurring incidents
  • Provide consultative assistance during off hours as needed
  • Provide training to customers

Nipr / Sipr Help Desk Technician Resume Examples & Samples

  • Support equipment/facility setup and recovery operations at all MTC facilities in support of MTC events and exercises
  • Provide onsite technical assistance and customer support helpdesk functions
  • Assist IA managers with maintaining MTC DIACAP Compliance
  • Maintain both Windows based and RHEL workstations and server class systems and networking equipment
  • Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software
  • Logs and maintains user requests and incidents using Remedy tracking tool
  • Support rotational bi-weekly on call Help Desk support requirement
  • Support System Administration and other support activities as required
  • Support management of queues and incident and service delivery reporting
  • Support distribution of service outage notification generation and distribution to stakeholders
  • Properly enter all calls into the helpdesk system
  • Take ownership for customer problem resolution
  • Possesses working knowledge of customer support business and technology processes: -- Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc
  • Identify customer-training issues on standard and non-standard products
  • Able to demonstrate good customer service skills
  • Able to demonstrate knowledge of all necessary web based tools as it applies to the position ( Help desk call tracking applications , etc.)
  • Monitor incoming tickets, respond and provide Help Desk support and resolution for reported trouble tickets to end user's satisfaction in a timely manner
  • Build, configure, install, test computer software and hardware for compatibility with other SCES Program applications Maintain responsibility of computers and peripherals
  • Ability to work alternate schedule if required
  • Provide on-site support as needed at customer site in Alexandria, VA
  • Ability to work in a team environment, knowledge sharing and fulfill other tasks as assigned by Help Desk Lead and/or Program Manager
  • Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Desktop, Laptop, software problems and issues
  • Perform incident management as needed, utilizing ITSM Tools
  • Configures operating systems, company standard programs and application software
  • Performs support in the resolution of second-level escalated technical problems concerning PC’s, operating systems, network protocols both WAN and LAN; mainframe, client server technology, shared modem pools and printers
  • Provides limited second-level technical support to peers in resolving more challenging client problems
  • Performs remote hardware diagnostics and coordinates on-site repairs
  • May participate in applications beta-testing
  • May require a Bachelor’s degree in Computer Science or other technical degree or equivalent experience
  • Microsoft, VMware and or Cisco certification preferred
  • Typically requires 4-6 years of related experience
  • Extensive experience providing helpdesk and desktop support for laptops and PC's in an enterprise environment
  • Ability to provide timely resolution for all end-user requests and root cause analysis for issues
  • Strong troubleshooting skills with Windows 7, Office 2010, and other business applications
  • Experience administering McAfee Endpoint Encryption
  • Strong desktop imaging and software packaging skills
  • Hands-on experience with Active Directory, Exchange, and Group Policy administration
  • Experience with troubleshooting issues on mobile devices, smart phones
  • Windows XP experience
  • Desktop hardware
  • Basic networking
  • Cisco VOIP Phone Systems
  • HP/Lexmark Printers
  • Document Management Systems
  • Microsoft SMS
  • First point of contact to assist with all aspects of computer/network hardware and communications support
  • Provide primary technical support for proprietary software and related hardware
  • Assist on network implementation projects such as domain migrations and firewall installs
  • Maintain a positive contribution as a member of the Client Support and Operations Team, and complete all tasks assigned by management to meet team objectives
  • High School graduate or equivalent is required
  • Knowledge of networking fundamentals (TCP/IP, subnetting, routing) and essential server administration (Active Directory user/group management, Exchange mailbox creation)
  • Ability to travel to client sites to provide support, including overnight and weekend stays
  • Ability to perform technical support duties for hardware and software support
  • Gathering contact, equipment and incident information to create and incident ticket record
  • Assess the incident and troubleshoot any ticket regarding issues with user profiles account lockouts, password resets and email accounts, as well as, printer management and installations, Citrix and VPN connection, hard drive storage management and application/program installations
  • Troubleshooting issues regarding application access, peripherals setups and first level user operation guidance within Cerner applications, Imprivata, MS windows, MS office suite
  • Providing professional and experienced service across the organization
  • Supporting any Pc, Laptop, mobile device and peripherals helpdesk is not able to service remotely
  • Reimaging new and repaired PC units, install any application with app, programs, policies and test before deployment
  • Provide tier 1 and 2 support for internal customers via telephone and email for all internal technology problems and service requests in a complex technical environment, including hardware/software setup, configuration, problem recognition, research and isolation. Lead customers through diagnostic procedures to determine source of error, document and resolve or properly prioritize the incident/request based on impact and urgency and escalate internal customer incidents in a timely and efficient manner
  • Explain information system policies as required
  • Intermediate knowledge of Windows operating systems (2xxx, XP, Windows 7) with the ability to troubleshoot in a Windows XP and Windows 7 environment. Intermediate knowledge of workstation architecture, network infrastructure and data transmission methodologies
  • Ability to navigate within an AS400 mainframe to manage user accounts
  • Highly motivated with a willingness to continuously acquire and maintain knowledge of relevant products (software, applications and hardware) and support policies in order to provide accurate solutions to customers
  • Associates degree in Information Technology or related field, or equivalent combination of education and experience preferred
  • Help Desk, Service Desk, Technical Support or equivalent educational experience required
  • A+ and/or DELL certification preferred
  • Must have excellent analytical skills
  • Ability to troubleshoot technical and complex computer/network related issues
  • Must enjoy assisting people in need of technical assistance in a tactful manner
  • Ability to accurately recall policies and procedures
  • Ability to perform and complete special projects

Lead Help Desk Technician Resume Examples & Samples

  • Engages in research and in-depth troubleshooting to resolve technical issues
  • Records required customer and problem information in the Remedy Ticketing System
  • Resolves Tier 1 and Tier 2 issues
  • Elevates complex problems to the appropriate support groups for resolution
  • High School Diploma/General Education Development (GED)
  • 10+ years of related experience
  • 5+ year of Remedy Action Request System
  • Providing first level phone support to 100-500 internal end users
  • Trouble-shooting Windows 7, 8 and 10 OS
  • Trouble-shooting Microsoft Office 2010-2016
  • Must have great customer service skills
  • Internet Explorer
  • Ticketing (*HP Service Center or Service Now)
  • OS Troubleshooting
  • Office 365 (Nice to have)
  • Setup and configure computers, printers, scanners and other peripherals
  • Familiar with computers remoting software, such as SCCM/Altiris
  • Working with Tandberg or other video recording hardware/software
  • Diagnose and resolve technical hardware and software issues on multiple platforms
  • Provide support for computer inventory management and audit
  • Install and configure hardware and software
  • Assist with help desk procedures
  • Identify and escalate situations requiring urgent attention and redirect problems to appropriate resource
  • Familiar with imaging software/SCCM
  • At least 2 years experience in a Service Desk environment
  • At least 4 years’ experience in Help Desk/Desktop Support Environment
  • Creating User Accounts on Active Directory
  • Setting up printers on a Print Server and network
  • Experience using remoting software   
  • ) 2+ years of experience providing helpdesk support and troubleshooting Windows 8.1 and 10 OS, Microsoft Outlook, and application issues. 600-700 calls per month for the entire desk
  • ) Administering user accounts in Active Directory (reset passwords, being able to look up a group and navigate tabs. (Account creation gets escalated to the Network team), and providing mobile device support (I-pads, I-phones, tablets)
  • ) Desktop Support; building and deploying laptops (Lenovo would be a huge plus)
  • Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience
  • Typically has 1-3 years of relevant technical or business work experience
  • Demonstrated working knowledge of basic hardware and software products and problem solving/ diagnostic skills

Help Desk Technician Tier Resume Examples & Samples

  • Respond to and resolve help desk requests in a timely manner, providing solutions for technical issues with in user community
  • Effectively manage and utilize the organization’s trouble ticket system to log calls, update statuses, and document troubleshooting steps and resolutions
  • Assist with moves and setups of user technical equipment
  • Communicate effectively and professionally with end users
  • Handle escalated cases from Tier 1
  • Test and image laptops
  • MS active directory
  • Systems Troubleshooting
  • Windows Support
  • Outlook and Exchange server
  • VPN Support
  • Excellent professional written and oral communications
  • User Account Set up
  • Hardware and Software troubleshooting
  • Provide technical support for computers and associated networks
  • Install, troubleshoot, service, and repair personal computers, network “thin client” terminals related PC software, VoIP telephones, cables, and connectors across multiple networks
  • Install and maintain baseline software configurations
  • Maintain network diagrams and connectivity records
  • Maintain trouble logs
  • Instruct users in the use of personal computers and networks
  • Perform vulnerability remediation as directed to maintain secure networks
  • Comfortable and capable of interacting with VIP customers
  • A degree in related disciplince and one year of related expereince or HS and two years of related experience
  • PCT 2 years of applicable IT experience involving networks, communications, database management, operating systems, or specialized applications
  • 1-2 years of IT customer service/support experience preferred
  • Ability to work in high visibility, fast-paced, high-demand environment while maintaining decorum is a must
  • Can demonstrate knowledge/experience in using Active Directory, applying group policies and similar administrative functions
  • Ability to work independently and in a team environment with minimal supervision
  • Must enjoy assisting people in need of technical assistance
  • Familiarity with Remedy ticketing system, a plus
  • Familiarity with, and can use Microsoft Windows productivity software (Word, Excel, Access, Outlook) to accomplish daily tasks
  • General technical experience in the setup, operation, and troubleshooting of an IT environment
  • Possess good communication and customer support skills
  • Ability to lift up 40-50 lbs
  • Ability to work in tight spaces requiring stooping, bending and beneath desks
  • Receives, screens, and resolves telephone inquiries from employees regarding issues/problems with their personal computers or peripheral hardware, including their operating systems and office programs
  • Diagnoses, identifies, isolates and analyzes computer problems utilizing department procedures, database records and experience
  • Identifies and analyzes problems to provide resolution or arrange for service with a technician
  • Maintains database for tracking activity of all service requests
  • Notifies PC Technicians or management of recurring problems or patterns of problems
  • Prepares reports as requested and maintain and update records and databases
  • Stays current on personal computer and peripheral equipment changes and trends
  • Recommends updates/changes to department procedures
  • May assist in software and hardware evaluations, and may assist in configuring or updating personal computers, peripheral equipment or with software deployment
  • Typically requires an Associate’s degree with an emphasis in information technology, or a related discipline and three or more years of progressive personal computer technical experience in an information systems department. A certificate in information technology from a recognized organization or additional equivalent experience in an information systems department may be substituted in lieu of education
  • The position requires full knowledge of current personal computers, relevant operating systems and associated peripheral equipment and a general understanding of department policies and procedures
  • Must be customer focused, able to explain or interpret general information, communicate with all levels of employees, establish priorities, resolve routine technical situations, and able to work extended hours as required
  • Active DoD Top Secret/SCI Clearance which requires U.S. Citizenship
  • 2nd/3rd/weekend rotating shifts
  • Experience with network protocols, hardware and software (i.e., routers, firewalls, switches, LANs, WANs, Ethernet, Fiber Optic Media, TCP/IP and UDP)
  • Strong understanding of basic network principles
  • Good technical writing and training skills A minimum of 3 years experience system installation, testing, and support is required
  • Experience in Air Operations Centers (AOC) or Distributed Common Ground Systems (DCGS) system administration
  • MS Windows Sys Admin experience/certification
  • Minimal travel
  • Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 60000+ customer enterprise
  • Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
  • Determine which function or tier team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically
  • High school diploma or equivalent with CompTIA A+ certification
  • Associates Degree or Bachelor's Degree in Information Systems, Business, Communications or related field preferred
  • 1+ years technical experience working in a desktop environment
  • Windows 7/8, Apple iOS/OS X, Google Android
  • Active Directory, Exchange 2010, Office 365 management
  • Desktop and tablet hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
  • Client PC connectivity - Ethernet, Wi-Fi, TCP/IP and VPN
  • Experience with desktop imaging software and desktop security/anti-malware products
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users

Help Desk Technician Early st Shift Resume Examples & Samples

  • Must be able to work well with fellow associates and be an integral part of the team
  • Be flexible with work shifts to allow for possible changes due to the business needs
  • May be required to perform additional duties as assigned by management
  • Answer incoming calls and work self-service tickets, isolate problem, determine and implement solution for hardware, software, communications, procedural, and store maintenance problems
  • Identify, diagnose, and resolve level-one issues that are reported to the Service Desk
  • Ensure timely escalation of tickets that are not able to be handled by the Service Desk
  • Tracking of all assigned and transferred assets listed in the ITAM policy
  • Work with members of Technology and the business to ensure that proper documentation exist for supported systems
  • Actively seek process improvements to improve efficiencies within IT Service Delivery
  • Knowledge of desktop operating systems, various software applications, pc hardware and peripherals, and principles and theories of network systems
  • Be seen as a credible business partner by peers, clients and the IT leadership team and must be able to influence resources to deliver in a matrix environment while maintaining high customer satisfaction. Strong leadership will be required to develop the Risk & Security Management organization and to perform effectively as a Technology service
  • Ability to manage multiple work streams with input from resources from a variety of teams, delivering high quality, on budget, within schedule solutions as a Technology service. He/she must have demonstrated matrix organization management experience as well as demonstrate understanding of the relationship between risk and security programs and broader business goals and objectives
  • Ability to clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. An individual with excellent interpersonal skills and influencing ability who can win the confidence of individuals at all levels, both inside and outside of the organization. The job holder must have excellent written and verbal communication skills
  • Ability to work effectively in a collaborative environment and foster teamwork across all levels of the organization
  • Background in successful corporate risk management, technical risk management and security management, related to Technology managed and supported systems. Additionally, he/she must have knowledge and experience in the development and management of an information risk and security program, including identifying critical issues and customizing company-specific practices, to support the governance of information and related technologies
  • Strong analytical and process management skills and have a broad understanding of business strategy and operations. He/she must be able to clearly articulate the business value proposition for all Technology enabled risk and compliance initiatives
  • Prior experience on a helpdesk supporting an online service and/or customer service in a technical field is highly desirable

Help Desk Technician Experienced Level Resume Examples & Samples

  • Troubleshooting and replacing computers, monitors, document scanners, barcode scanners, printers and other peripherals in a fast pace environment
  • Actively manage the Help Desk ticket queues to ensure POS issues are resolved / escalated within the departments set goals
  • Collaborate with the supervisory team on issues as they arise in the department
  • Create / update detailed documentation required to resolve new and known POS issues in the Help Desk Knowledge Base system
  • Coaching IT Help Desk Level I Technicians as necessary
  • Must be resourceful and able to take direction in a dynamic environment
  • Prefer an Associate's Degree in an Information Technology related field, but can have work related experience in lieu of degree
  • Basic knowledge around the installation, configuration, and maintenance of a Linux OS (both in a physical and virtual environment)

Help Desk Technician Senior Level Resume Examples & Samples

  • Collaborate with development teams in constructing and testing various integrated job streams
  • Create detailed documentation required to implement job scheduling changes
  • Participate in a 24x7 on call rotation, Provide off-hour assistance and support
  • Coaching IT Help Desk Level I and Level II Technicians
  • Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
  • Excellent written communication and verbal skills, as well as strong listening skills
  • Must be resourceful and able to take initiative in a dynamic environment
  • Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes
  • Demonstrate skills or the aptitude to learn various testing methodologies
  • Prefer a Bachelor's or Associate's Degree in an Information Technology related field, but can have work related experience in lieu of degree
  • Technically proficient at installing, configuring, and maintaining Linux (both in a physical and virtual environment)
  • Ensure excellent customer support. Constantly monitor/focus on hardware/software issues to exceed customer satisfaction and taking that extra step to do offer exceptional service above and beyond expectations
  • Provide all levels of technical support to VIP clients in and out of the Chanel offices
  • Exhibit strong technical hardware and software troubleshooting abilities, demonstrate ownership and manage incident resolution from end-to-end
  • Support standard and proprietary applications, analyzing and correcting desktop problems, system upgrades, hardware diagnostics, network access rights and coordinating repairs
  • Meet with end users to determine hardware/software needs-research options and provide recommendations
  • Escalate issues and concerns to management and subject matter experts (Security, Application Development Group, Network Support Group, Systems Access Group, or Outside Vendors)
  • Provide technical support for remote client access and connectivity
  • Provide basic technical training which includes but is not limited to PCs, iPads, Smartphones, Blackberries, Video, wireless and other Personal devices
  • Maintain a log of incident and service request calls within the IT Ticketing System
  • Coordinate any non-standard technology requests, and provide visibility, as appropriate, to senior IT Management
  • Liaise with other Companies in order to understand the internal implementation of hardware and software requests for standard and non-standard solutions
  • Provide on-call coverage during off-hours/weekend and expect to travel to other office locations in order to provide onsite support when required
  • 3 years of Level 1-2 Support in 500+ node environment, 2 years Technical Supervisor capacity

Level Help Desk Technician Resume Examples & Samples

  • Provide a single point of contact for end-users to ensure proper computer operation so that the user can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end-user help requests
  • Work with customers to understand requirements and expectations, respond to questions from users and remotely assist employees and consultants with technology problems in offices and/or remote sites
  • Manage a queue of requests from multiple sources including phone, voicemail, internet service requests and electronic e-mail
  • Enter incidents/requests into ticket tracking software
  • Prioritize problems/requests appropriately
  • Apply problem solving and trouble-shooting techniques to inquiries received from users regarding hardware, software and networking services provided. Provide solutions to the stated and underlying issues
  • Install requested or upgraded software to user PCs
  • Assign tickets requiring in-depth analysis to the appropriate Level 2 group for resolution
  • Follow standard Service Desk operating procedures
  • Solicit feedback from users on support services to enhance and upgrade the quality of services provided
  • Provide input for Knowledge Articles
  • Assist in training new employees
  • Proactively support IT and customer support changes and initiatives
  • Manage assigned projects to completion and meet deadlines
  • Fulfill other duties as assigned by the Service Desk Manager / management staff
  • Provide level 1 phone/chat support, recording problem systems and status information through the use of the firm's ticket handling system
  • Support the implementation and deployment of internal business systems and solutions
  • Maintain technology guidelines, operating procedures and support documentation
  • Proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status; Provide follow-up once resolved to ensure customer satisfaction
  • Documentation of resolutions and submission to Knowledge Base
  • Minimum one year of exposure to customer service, call center or help desk environments
  • Technical experience in many areas of networking and software including LAN, WAN, servers and third party applications
  • Strong knowledge of MS Office Product Suite including 2013 and Windows 7
  • Strong knowledge in the area of wireless capabilities such as PDA devices, hot-spots and aircards
  • Strong customer service skills, strong written and verbal communication skills, with ability to function in a fast-paced, high energy environment
  • Flexibility to work overtime, weekends, overnights to support a 24x7 environment; US Citizenship is required
  • Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 56,000+ customer enterprise
  • Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
  • Ability to install, maintain and troubleshoot server, network, system and application issues
  • Work independently or as a team member, under the supervision of IT management, in the daily execution of tasks necessary to meet IT quality and scheduled goals of the company
  • Prepare systems for deployment to end users, including configuration and setup
  • Document all procedures used to fix or correct problems
  • Diagnose and repair problems following defined guidelines and procedures
  • Participate in special projects, hardware and software installations, backup and recovery procedures, wiring and network fundamentals, and other duties
  • Work in a manufacturing environment
  • CompTIA A+ certification or Microsoft Certified Solutions Associate certification is preferred
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved
  • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates
  • May provide leadership and work guidance to less experienced personnel
  • Two or more years of technical training
  • Interpersonal skills for interacting with team members and clients

Help Desk Technician, Mid Resume Examples & Samples

  • 6+ years of experience with supporting help desk activities responding to complicated user questions on a variety of software packages and local area network issues, leading helped desk teams, and providing guidance to junior help desk technicians
  • Experience with performing various administrative duties using a variety of software packages
  • Experience with providing technical assistance under supervision
  • Experience with responding to complicated user questions on a variety of software packages and local area network issues
  • Knowledge of a variety of supported computer software and local area network operations
  • Ability to respond to moderately complex or non-routine user questions on a variety of software packages and local area network issues
  • Ability to suggest and initiate improvements in computer help desk processes and operations
  • Provides remote Level II (basic and escalated) technical assistance and supports, and resolves problems related to the use of computer hardware and software for system end users
  • Maintains accurate and timely records in time tracking systems, ticket management systems, asset tracking systems, and weekly status and metrics report repositories
  • Participates in desktop-oriented projects
  • Maintains and audit computer equipment inventories for multiple locations
  • Coordinates desktop, laptop and peripheral purchasing
  • Provides new hire IT orientation and training
  • Two years of previous application support experience required
  • Ability to work in a team-oriented/collaborative environment
  • Cabling and connectivity troubleshooting skills preferred
  • Knowledge of TCP/IP, Windows Security (Share and NTFS permissions) preferred
  • Maintains thorough, accurate records of all transactions with clients and other IT staff via ITSM tools
  • Identifies critical and business impacting technical issues and escalates to appropriate resources and managers
  • Maintains and contributes to the Service Desk Knowledge Base
  • Follows outlined procedures and policies as they relate to the Service Desk
  • Follow up with customers, provide feedback and see problems through to resolution
  • Understands and utilizes problem determination tools and techniques to identify and effectively resolve problems
  • Develops and demonstrates the effective use of all tools, products, and services
  • Makes a positive contribution to defined department and individual goals
  • Communicates effectively with clients, peers, management, and other IT staff
  • Collaborates with other IT staff to solve technical, process, and other issues in the spirit of continuous improvement
  • Is able to work independently and without supervision to resolve common technical issues
  • Provides accurate and detailed information to senior level department personnel on unresolved issues and customer service related problems
  • Demonstrates a desire for current technical knowledge and pursues formal and informal training. This includes self-study and on-the-job training opportunities
  • Ability to pay attention to details and to work in a highly structured and procedure oriented environment
  • Works effectively with cross-functional teams and must be flexible enough to deal with different Technical skill levels, skill sets and a highly dynamic work environment and schedules
  • Must be a self-starter and works effectively with minimal supervision
  • Good written and verbal communications skills
  • Good analytical skills. Adept at problem identification, recovery, escalation and resolution
  • Must be customer oriented and highly cognizant of the importance of customer service and meeting service level commitments
  • Works effectively under a high pressure and demanding work environment
  • Ability to work in a complex global and cultural environment
  • Associates degree or equivalent; Technical School preferred
  • Network+ Certification, highly desired
  • 1-2 years’ experience in analyzing end-user technical problem
  • 1-2 years’ experience in a customer service or related role
  • You will have basic knowledge of Remedy ticketing
  • Prior experience preparing hardware, phone, and applicable network connectivity for new hires
  • You will provide resolution and assistance to standard application : MS Office, IE9 & above, SEP, Cisco Jabber, Cisco WebEx
  • Ability to provide technical support as it relates to computer systems, hardware and software. Ability to run Diagnostic programs, isolate problems, and resolve and implement solutions in a timely manner
  • We seek prior experience building desktop and laptops on daily basis with a quick turnaround and minimizing down time for associates
  • You will have knowledge of Windows 7, Office 2010, Bit Locker, Active Directory, MS Exchange, Symantec, SCCM, Cisco VPN, Cisco NAM and NAC, LAN, MS Dynamics, Cisco Webex, IE9 - IE11, Kofax, Rightfax, Reflectioins, HP Printers and IBM Ricoh Printers
  • Associate will also answer helpdesk phones assisting internal Broadridge employees globally
  • Email issues
  • Windows 7 support
  • Ability to lift box of paper and HP Laser Jet printers

Internet Help Desk Technician Resume Examples & Samples

  • Minimum Education: High School or equivalent
  • Preferred Education: College exposure and/or certification/technical courses
  • Prefer customer service experience handling agitated customers
  • Prefer a minimum of 6 months to 1-year technical support experience
  • Prefer basic knowledge of DSL or FIOS internet connectivity
  • Must have a minimum basic knowledge of internet application software
  • Must have basic knowledge of a variety of operating systems such as Windows XP, Vista, 7, 8, 10 and Macintosh OS X and above
  • Must have basic knowledge of computer hardware
  • Prefer phone experience in call center environment
  • Must be flexible to working a variety of hours in the day, as the center is open 24 x 7
  • Provide technical assistance and support for incoming calls and issues related to computer systems, software and hardware
  • Train computer users
  • Respond to email messages from end users seeking help
  • Walk end user through problem-solving process
  • Recertify and clean up computer related equipment
  • Troubleshoot problems with Local Area Networks (LAN)
  • Install computer peripherals for end users
  • Associates degree with one year experience in a technical customer service field
  • Responsible for providing end user support and software, hardware, and network assistance
  • Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Level I, II and III (when possible) Help Desk tickets
  • Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network
  • Triage Level II and Level III trouble tickets
  • Verify issue resolution on the customer’s behalf
  • Verify with the customer that the issue has been resolved and update the ticketing system
  • Interface with infrastructure, database, and development personnel
  • Communicate plan, progress, and issues in a timely manner
  • Actively contribute to ongoing process improvement
  • Performs other duties or special projects as assigned
  • Ability to complete multiple simultaneous projects in a timely manner
  • At least 5-12 years of experience in the field or in a related area
  • Familiar with a variety of the field’s concepts, practices, and procedures
  • Windows XP, 7, 2003 and 2008
  • CompTIA Security+CE
  • IIS and VMware experience desired
  • Ability to identify, troubleshoot and resolve Level One technical issues relating to computer systems, hardware, software, telecommunications, printers and networking
  • Assist internal employees who are experiencing any procedural or operating difficulty with the use of company applications, products or services
  • Respond to requests for technical assistance via phone, in person, or remotely using remote desktop software
  • Communicate effectively and concisely, both verbally and in writing
  • Identify and escalate issues requiring urgent attention or a higher level of knowledge
  • Identify common issues and report those issues to management
  • Follow Help Desk practices and procedures
  • High School Diploma or GED with one year or more of Help Desk experience; or equivalent education
  • Previous experience with Windows 7 and 8 and Microsoft Office 2013 Suite
  • Demonstrated interpersonal skills and openness to new technologies
  • Excellent analytical, interpersonal as well as verbal and written communication skills
  • Ability to thrive in a fast paced, decentralized work environment
  • Respond to incidents either in person or over the phone
  • Demonstrate excellent customer service experience, trouble-shooting skills and excellent communication skills
  • Must have experience with troubleshooting, problem escalation, MAC requests, and inventory, as related to the Help Desk
  • Must have detailed knowledge of problem solving and help desk tools. - Will assist in administrative duties as well
  • 1 year specialized experience, including knowledge of PC operating systems, networking and mail standards and work on a help desk team
  • Experienced with personal computers and network operation
  • Technical proficiency with Microsoft operating systems and Microsoft office suite
  • Demonstrate a high level of customer relationship skills to include professional telephone etiquette
  • High school education or equivalent and 3 years of total work experience with at least two years working in technical service providing end-user phone support for PC desktop and application software within an IT organization
  • Must currently possess the CompTia Security+CE (must be current) certification in order to be considered for this position
  • Highly desired is HDI Help Desk Analyst certification
  • Must have a Valid Passport
  • Familiarity with SCCM -12 and Server 2012 R2, and Remote Services
  • As a lead must maintain Shop Policies and Operations. '
  • Must have CompTia Security Plus and a MCP.(Microsoft Certified Professial Cert)
  • Must a have the abilty to pass a CI Poly upon customer request
  • Normal office duties in support of the contractor support team including sending/receiving emails, setting up meetings and managing calendars. Answering phones, forwarding calls, taking and forwarding messages
  • Helps monitor the integrity and security of servers and systems and alert technicians to anomalies
  • Maintains procedures and system documentation
  • Interacts with users and assists when possible, or directs customers to qualified technician
  • Assists with problem solving efforts
  • Participates in daily status meetings and may be called on to present incident management information
  • Document numerous customer requests per day via commercial ticketing management system
  • Control, disseminate and monitor ticket queues
  • Knowledge of the customer ticketing system
  • Knowledge of the customer's ticketing processes
  • Knowledge of customer Incident and Change management processes
  • Incident management as a core process
  • Proficiency in MS Office (MS Word, Excel, PowerPoint)
  • Strong ability to write clearly and concisely
  • Must be able to synthesize technical IT terminology and quickly summarize and simplify for non-technical personnel
  • Minimum 6 months customer service experience required
  • Must be able to type a minimum of 20 WPM
  • Excellent organizational, workflow and multi-tasking skills
  • Demonstrated ability to represent the organization in a positive, proactive manner
  • Proven ability to work as a member of a team
  • Ability to manage competing priorities, while adhering to strict deadlines
  • Strong oral presentation skills including ability to clearly convey complex information and ideas to employees at all staff levels
  • 8570 policy does NOT apply to this position
  • Installs, configures, and upgrades computer hardware and software
  • Provides troubleshooting and support
  • Provides guidance and work leadership to less-experienced technicians
  • Use ticketing system, Remedy for daily assignments and ticketing
  • Knowledge of SCCM and Active directory management
  • BIOS and UEFI Configurations updating and application
  • Baselining PC's with appropriate network and adding Device Drivers
  • Troubleshooting hardware on multiple Dell and Microsoft paltforms
  • 3-5 years of directly related experience supporting hardware service desk operations
  • The Help Desk Technician should ensure that professional support and response standards are met and maintained
  • Develop a thorough understanding of client's applicable hardware/software configurations
  • Successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
  • Serve as the initial point of contact for troubleshooting hardware, software, PC, and printer problems
  • High school education or equivalent and 6+ years of total work experience with at least 1 year customer service experience
  • At least 24 months experience working in a Tier 1 Help Desk Environment
  • At least 1 year business/personal experience with Windows 7
  • Bachelor’s degree in related field accepted in lieu of experience
  • Knowledge of Personal Computer and network operation
  • Experience in use of Help Desk management software
  • Possess the ability to evaluate system problems and provide resolutions
  • Be able to participate as subject matter expert in long and short range terminology planning
  • Ability to communicate effectively with all levels of technology users
  • Demonstrate a high level of customer relationship skills

Help Desk Technician Entry Level Resume Examples & Samples

  • Manage and distribute help desk tickets using help desk ticketing software
  • Ability to demonstrate strong analytical and problem solving skills
  • Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts to help others draw valid conclusions
  • Perform worldwide support for multiple POS systems and OS platforms
  • Answer Terrell help desk calls
  • Assist users on various computer related issues
  • Build PC’s from basic to engineering-caliber
  • Troubleshoot all Printer’s (inc.label-type printers)
  • Handle all mobile phone requirements
  • Work on computer equipment as needed
  • Create purchase orders for computer hardware and components
  • Track and inventory all computer hardware and components
  • Use PC software to track and route problem calls
  • Working with the Tier 1 and Network Operations team
  • Good PC troubleshooting skills required to help with user questions
  • Good mechanical skills to work on computer equipment
  • Good telephone etiquette and communication skills
  • Regular and predictable attendance, safely perform tasks and adherence to all safety policies and procedures are essential functions of this job
  • Monitor health of network, hardware, and software for Cash 360 customers
  • Provide first line end user support of the cash management systems
  • Provide timely, efficient and professional service to all clients to ensure client satisfaction
  • Respond to user queries. Use diagnostic tools to isolate problems and implement solutions
  • Create problem tickets for all calls and e-mails received, enter the history of the problem and subsequent resolution if resolved at the Help Desk
  • Document problem resolution for the purpose of process refinement
  • Attempt to resolve problems and follow established procedures by assigning and tracking problem tickets to second or third level support for resolution within allotted timeframes, follow up to ensure resolution
  • Resolve issues by using quantitative, analytical and written communication and interpersonal skills
  • 1-3 years’ experience in a call center environment or the hospitality industry
  • A strong aptitude for problem-solving
  • Exposure to help desk software, databases, and remote support
  • Strong troubleshooting and multi-tasking skills
  • The ability to operate under stress, multi-task in a fast-paced environment, and work in a team atmosphere
  • The ability to learn, grasp and retain and apply a variety of system, network and security related concepts, information and procedures
  • Associates degree in Information Technology, Networking or equivalent work experience
  • Covers Help Desk phones as scheduled
  • Resolves Level 1 tickets in the Altiris queue
  • Troubleshoot/resolve user problems
  • Setup and configure PCs, printers, monitors
  • AD password resets
  • Creates Help Desk documentation in the IMS Reference Database
  • 0-3 Years experience on the Help Desk
  • Good Problem solving skills
  • CompTIA A+ certified
  • Posesses understanding of all PC hardware, Microsoft OS, and OS drivers
  • Ability to install and configure all Berry Plastics applications with little guidance
  • Understands concepts of Microsoft Networking architecture
  • Understands concepts of Microsoft server related functions such Active Directory and File Share Security
  • Ability to travel to other Berry Plastics locations
  • Requires guidelines to complete job successfully
  • Majority of the decision making is done by a supervisor or manager
  • Reports directly Help Desk Supervisor

Help Desk Technician Intern Resume Examples & Samples

  • Attend the Help Desk call center phones
  • Work on Help Desk Level 1 tickets
  • Active Directory password resets
  • Excellent Customer Service

Nmci-lead Help Desk Technician Resume Examples & Samples

  • Associates Degree in related discipline & 5+ years related experience
  • HS Diploma or equivalent & 7+ years of experience will be accepted in lieu of degree
  • Chosen candidate should have 3 to 4 years of NMCI-related experience
  • Individual must have in-depth knowledge of Microsoft Office Products
  • Candidate should be able to provide technical and software maintenance support, prepare supporting documentation in support of various NMCI data calls and experience in the development and execution of transition plans
  • Two years post high school technical education or equivalent.Strong communication and interpersonal skills
  • Strong analytical and problem-solving skills and follow-through
  • Demonstrated pattern of initiative
  • Demonstrated ability to prioritize work and balance multiple tasks at once
  • A working knowledge of Microsoft Office, Lotus Notes, and Windows
  • Basic understanding of computer networks and components, including Ethernet, wireless, and TCP/IP
  • Must be able to lift personal computer equipment up to 50 lbs
  • Strong basic troubleshooting skills - ability to use process of elimination and logic
  • Excellent, proven customer service skills
  • Experience using Remote Tools, such as Go To Assist or Citrix
  • Experience troubleshooting network connectivity
  • Configure, test and install new, and/or upgrade existing software and hardware
  • Working knowledge of Active Directory and user account set up
  • Grow in familiarity with Nortek Global HVAC operations
  • Provide website and phone support
  • Maintains an attitude which consistently represents the organizational culture, including: the mission, vision and core attributes
  • Other Ad hoc duties as assigned by manager
  • Supports “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination
  • A+ Certification and Microsoft Certification (MCP or equivalent) required
  • Knowledge of Windows 7/8/10 and Microsoft Office 2013/16 Suite of applications
  • This position will be expected to travel to Nortek Global HVAC locations when required
  • Answer Helpdesk calls from Corporate Employees to IT
  • Perform initial triage of incoming and end-user computer issues and problems, requires quick problem and issue identification
  • Create a helpdesk tickets and document all problems and actions taken
  • Provide accurate and professional resolution on all supported issues
  • Assign tickets while working in a fast-paces environment
  • Update customer on status of open tickets
  • Accept responsibility/ownership for all assigned tickets from creation to resolution or to the
  • Understands processes and procedures necessary to successfully perform tasks
  • Possesses the technical and computer skills required in the position
  • Demonstrates the ability to learn rapidly and adapt quickly to new processes and technology
  • Provide help desk support and resolve trouble problems to end user's satisfaction
  • Monitor and respond timely and effectively to requests received through Help Desk ticketing software and telephone
  • Monitor tickets sent to the Help Desk queue with the ability to prioritize tickets
  • Perform approved software and hardware installations
  • Perform Windows and Third-Party Patch Testing prior to updates being pushed to user computers, and document results
  • Update master laptop images, deploy updated images on laptop builds for deployment
  • Maintain, update and keep track of computer systems, peripherals and software in inventory management
  • Escalate issues to Tier II/Tier III support team for additional assistance with resolving reported issue(s)
  • Ability to document and update resolutions add to Solutions Knowledgebase and document internal procedures as necessary
  • Ability to follow instructions, work independently on assigned tasks which could include, but are not limited to, software upgrades, new computer system staging
  • Requires on-site support at customer site in Kingstowne Alexandria 22315 as needed
  • Familiar with Windows 7, Windows 8, Windows 10 and associated support concepts and best practices. Knowledge of Apple products helpful
  • Understanding of Networking concepts and practices as they apply to desktop and laptop support
  • Desire to share knowledge amongst the team through documentation and cross-training
  • High standard of customer service, quality, and attention to detail
  • Ability to utilize a high degree of creativity, analytical thinking, and initiative to solve business problems
  • Strong oral and written English language skills including experience creating written documentation for technical and non-technical audiences
  • Provide helpdesk support and resolve issues for end users
  • Document and update internal technical procedures and How-To guides
  • Automate and manage Windows and Linux workstation setup and deployment for new employees including hardware and software
  • Support the onboarding of new users
  • Perform timely workstation hardware and software upgrades and maintenance releases as required
  • Associate degree in Computer Science or a related field or equivalent experience
  • 2+ years of Helpdesk or related computer support experience
  • Experience with Windows, Linux, Android, and iOS operating systems
  • Advanced knowledge of the Microsoft Office suite, including Word, Excel, PowerPoint, and Outlook
  • Basic Networking and TCP-IP knowledge
  • VOIP and IP Telephony knowledge
  • Must have a United States security clearance or the ability to obtain a United States security clearance
  • Bachelor’s Degree in Information Systems, Computer Science or related field
  • Scripting and desktop automation experience
  • Consistently treat employees with the highest level of professional courtesy and always listen carefully to their questions and concerns
  • Provides support to corporate employees locally and remotely on PC and MAC workstations
  • Analyze root causes for system and application issues and resolve issues quickly and effectively
  • Update systems and applications with the latest security patches
  • All tickets must be completed based on defined service level agreements
  • Creates and maintains knowledge base articles and procedures to support systems and applications
  • Provides recommendations for process improvements and technology changes
  • Communicate issues and incidents to all levels of the organization as required
  • Respond promptly to all incoming phone calls, email and electronic requests from faculty, staff, emeriti, alumni, students, and prospective students
  • Provide directory assistance for the university
  • Provide level 1 support or assistance for UC enterprise services
  • Triage incidents and service requests to appropriate support area for resolution
  • Accurately document, categorize, and prioritize all incidents and service requests in the service management tool
  • Provide excellent Customer Service by ensuring customer inquiries are handled quickly, politely, professionally, and efficiently
  • Other duties as assigned or approved by immediate supervisor or manager
  • Deliver outstanding service
  • Excellent written, verbal communication skills
  • Outstanding organizational and documentation management skills
  • Ability to manage upset customers, conflicts and challenging situations
  • Strong interpersonal skills with the ability to elicit cooperation from a wide variety of sources
  • Flexible with shifting priorities
  • Ability to thrive in a dynamic, fast paced environment where multitasking is required
  • Ability to work independently in a team environment
  • Ability to work multiple work schedules (shifts)
  • Ability to work weekends and holidays
  • Knowledge of Antivirus/Malware software, wireless configuration, mobile devices, VPN configuration, Exchange Email, Mac OS X, Windows 7-10
  • A+ Certification, Microsoft or Macintosh Certifications
  • Project coordination. Coordinate and complete projects within the IT department for assigned bank/region. This would include IT-driven/led projects and the IT portion of projects not led by IT (branch moves, remodels, opening, closures). Sets deadlines, assigns responsibilities, and monitors and summarizes progress of project. Compiles project status reports, coordinates project schedules, manages project meetings, and identifies and resolves technical problems. Identifies and analyzes systems requirements and defines project scope, requirements, and deliverables. Coordinates project activities and ensures all project phases are documented appropriately
  • Corporate Communications. Lead role in supporting corporate video and audio conferences including executive meetings and earnings announcements (internal staff and external analysts)
  • IT hardware and software support
  • IT Asset Management. Responsible for administrative duties within the IT procurement and inventory management function. Maintains records and databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software. Minimizes organizational cost through product standardization and tracking. Tracks quality throughout the product lifetime. . Note that primary responsibility for these activities will be with a vendor partner. However, the role will ensure adherence, with hands-on involvement as needed, in this area
  • Technology Refresh. Responsible for maintaining inventories of bank assets and in creating and managing projects to ensure appropriate refresh/replacement of IT assets. Primarily relates to desktop and laptop hardware and software, but could involve branch-based server and network equipment
  • High school diploma or general education degree (GED); bachelor’s degree (BA or BS) from a four (4) year college or university, or equivalent education from a technical or trade school, strongly preferred
  • A minimum of three (3) years of computer and peripheral equipment experience to include technical troubleshooting. For Technical II role, experience is 4-6 years; 7+ years for Technician III. Work related experience should consist of a technical background in LAN/WAN information resources, products or services. Educational experience, through in-house training sessions, formal school or technical industry related curriculum, should be business or financial industry related
  • Ability to deal with technical problems involving multiple facets, variables and situations where only limited standardization exists
  • Current state issued driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities
  • Working knowledge of WIN 2000, Cisco Routers, TI circuits, TCP/IP, DNS and WINS
  • Experience with Internet Connectivity
  • Demonstrated strong analytical and project management skills for a variety of tasks or projects
  • Ability to rely on limited information and use judgment to plan and accomplish goals. Performs a variety of tasks. Leads and coordinates the work of others. A wide degree of creativity and latitude is expected
  • Strong client support orientation. This role has a technical element to it, but the primary focus is on client satisfaction
  • Strong commitment to a team environment
  • Capacity to work unsupervised
  • TS/SCI Clearance is required
  • CompTIA Security+ Certification is required
  • Network+ and A+ Certification desired
  • 3-4 years’ experience with Windows and related networking (TCP/IP, DHCP, DNS)
  • Experience with Active Directory, Systems Management Server (SMS) and remote administration desired

Salesforce Help Desk Technician Resume Examples & Samples

  • Responds to support requests in a timely manner
  • Ensures reported issues are resolved completely before closing tickets
  • Escalates support requests as appropriate
  • Supports teammates on the IT Help Desk
  • Provide high-quality customer service
  • Collaborate with others in a professional manner
  • Communicate effectively and efficiently
  • Work well under pressure
  • Use a variety of job-specific tools, office machines and other office equipment
  • Troubleshoot network connectivity issues for on-site and remote end users
  • Understand ITSM or ITIL processes
  • Test and evaluate software for quality and performance
  • Lift up to 50 pounds
  • Learn new technology quickly and independently
  • Work individually and in a team environment
  • Manage multiple priorities in a timely and effective manner
  • Develop and maintain detailed, usable technical documentation
  • Understand and follow agency policies, procedures, standards, and guidelines
  • Solid working knowledge of PC-based computer systems, networking and specialized software packages
  • Proficient in Microsoft Windows, Microsoft Office, Printers, PCs
  • Knowledge of Air Force-specific software a plus
  • Ability to work well with and train customers on use of PC and application specific subjects Exceptional interpersonal and customer service skills
  • Ability to communicate with people at all levels and skill sets within the organization
  • Facilitate effective computer usage. Responds to incoming telephone calls and emails in a courteous and professional manner. Must build rapport and seek problem details from users while recording and tracking pertinent information. Acts as the point of contact for the IT department and back office operations
  • Trouble shoots problems. Must be able to learn and retain techniques for resolving issues with computer hardware, software, IP phones, mobile devices, network, security and email problems
  • Provisioning and decommissioning of users. May create and remove users in Active Directory and Microsoft Exchange environments. Works with file, print, application servers and workstation support. Also involves phone setups in a Cisco IP phone network
  • Contribute to IT process improvement initiatives. Continually evaluates procedures and documentation to ensure concurrency. Participates in IT projects as requested
  • On Call Duties. Must be able to support rotating on call duties for the Help Desk
  • Problem resolution. Documents in detail what steps were taken to resolve the problem. Escalates problems as needed. Follows up with the user to verify the issue is resolved to their satisfaction
  • High School diploma, general education degree (GED) or equivalent required; Bachelor’s degree, Associates degree, or IT related certifications preferred
  • 2 - 3 years of experience in IT support role required— IT degree or certifications will be considered in lieu of some required experience, evaluated on a case-by-case base. Experience in banking or financial services industry preferred
  • Familiarity with the use and operation of IT Service Management tools (i.e. KACE, Remedy, ServiceNow, etc)
  • Must have strong knowledge of and experience with current Microsoft Windows and Office products
  • Ability to learn and retain knowledge of various systems, tools, and applications
  • Excellent analytical and trouble shooting skills with strong attention to detail
  • Must have the ability to work efficiently and effectively under pressure in a deadline-driven environment while maintaining a professional and mature demeanor
  • Excellent verbal, written, and interpersonal communication skills with the ability to interact with all levels of company employees
  • Must be able to work rotating on-call shifts which may include evening and weekend hours
  • 1-2 Year of experience desired with exposure to customer service and computer support
  • 1-2 years Personal Computer experience including customer support or Help Desk Desirable
  • Experience with an incident tracking system (Desirable)
  • Good problem solving and analytical skills
  • Microsoft Windows Operating Systems
  • Network Connectivity
  • Print Services
  • E-Mail and Internet mail
  • PC usage and troubleshooting
  • Ability to interact effectively with others
  • Ability to follow instructions to produce desired results
  • Aptitude to multi-task workloads according to established priorities
  • Ability to remain calm and courteous in periods of stress
  • Good administrative and organizational skills
  • Flexible and possesses a willingness to work overtime and work varying hours as required
  • Has a good working knowledge of the hardware/software utilized in the office environment and provides local support on applicable software packages as necessary
  • Maintains hardware/software inventory for all personal computer workstations
  • Investigates and follows up on questions/problems pertaining to all technology usage
  • Acts as a resource person assisting employees with problems on software applications
  • Works with the Regional Training Coordinator to assist in technology training efforts as necessary
  • Maintains communication with local technology management to ensure compliance with local, regional, and corporate technology standards and procedures
  • Minimum of 3 years experience with installation, configuration, deployment, and support of computer hardware and software
  • Must be customer service orientated
  • Four year degree preferred
  • Prior experience as a field technician is helpful, but not required
  • Understanding of network LTE and 3G/CDMA infrastructure and cell site layouts preferred
  • Demonstrated good communication skills
  • Proven ability to learn and pick up new things
  • Familiarity with OSS, RTT, ELPT/NPT, and BSM
  • Experience with LTE and CDMA base station integration is a plus

Information System Help Desk Technician Resume Examples & Samples

  • Conducts Active Directory maintenance for Exchange 2007 and 2010, uses Active Directory to create user accounts, security groups and group policies
  • Loads and configures Microsoft Windows workstations and servers to comply with DISA�fs regulations
  • Applies STIGs to the workstations and devices according to DISA�fs guidelines
  • Services use of in house Audio Visual System, to include setup of presentations from external sources and configures and maintains commercial in�]house telephone system
  • Maintain SharePoint 2013 to include site creation and data management
  • Research questions using available information resources
  • Participate in On Call rotation
  • Escalate problems to appropriate support Tiers
  • Track and route problems and requests and document resolutions
  • Image and build laptops/desktops
  • Support mobile devices such as iPhones and Androids
  • Participate in special projects, as needed
  • Ensures Health and Safety is the number one goal by following policies, processes, and acting in a safe manner at all times
  • Identify the specific nature of user difficulties and provide a specific and effective response and solution
  • Ensure a timely response to requests for e-mail and telephone assistance
  • Log helpdesk calls and e-mails in the Incident tracking program
  • Direct calls to appropriate information technology (IT) staff as necessary
  • Regularly check voicemail and incident tickets, and respond promptly for requests for assistance
  • Performs other duties and tasks as assigned from time to time by management and will be required by the needs of the Clean Harbors business
  • 2+ years hardware and 6+ months Help Desk experience
  • A+ Certification preferred
  • Strong PC and troubleshooting skills
  • The ability to provide technical support over the phone and professional demeanor

Help Desk Technician Vii-information Technology Services Resume Examples & Samples

  • Independently diagnose and process customer problem tickets at the ITS Help Desk
  • Maintain environment that strives for excellent customer service
  • Keep staff apprised of situations that may result in Help Desk intervention or queries
  • Provide first-level support to customers of the ITS Help Desk and ensure that a wide variety of questions or problems with technology support are resolved in a professional manner
  • Solve problems by using a combination of user experience, research documentation, input from co-workers and other sources of information
  • Identify and prioritize issues that are brought to the attention of the Help Desk
  • Log all records of activity related to the problem calls within an automated software application used by the Help Desk
  • Monitor open problem tickets with the Help Desk
  • Provide a second-level function within the Help Desk structure to assist other members of the Help Desk team
  • Provide leadership responsibility for Help Desk staff (full-time and student employees) when the Help Desk supervisor is unavailable
  • Create user instructions and documentation for the ITS Help Desk web sites along with internal documentation as needed by the Help Desk team
  • One year experience working as a team member in analyzing and evaluating computer system problems according to standard practices and procedures
  • Experience applying analytical skills in resolving computer-related problems
  • Effective problem-solving skills
  • Ability to identify and resolve problems while maintaining excellent customer service
  • Good interpersonal, organizational and decision-making skills
  • Good working knowledge of PC, network applications, and various software packages including word processing and spreadsheets

Assistant Help Desk Technician Resume Examples & Samples

  • Providing Service as first Point of Contact for any IT related customer issues
  • Delivering of the service and the action items necessary to implement organizational strategies
  • Tracking issues, performed troubleshooting steps, customer information details and all follow up actions in detail within Incident logging tool
  • Investigating Client’s needs, following up on Customer feedbacks and improving Quality of Service
  • Supporting and participating in any identified Quality Management System improvement processes
  • Are genuinely interested in IT
  • Are flexible regarding different shifts in the afternoons/late evenings/nights/weekends
  • Maintain a journal of all calls received and log all support incidents to the call center database
  • Write User Documentation as required
  • Understand and abide by the Vitamin Cottage Service Request Policies for implementation of system change
  • Undergraduate degree in Computer Sciences or Information Technology preferred or equivalent experience
  • Customer service experience in an IT environment, including the ability to communicate effectively with users at all technical levels
  • Must have ability to troubleshoot issues
  • Must have knowledge of windows operating environment
  • Experience with helpdesk ticketing systems
  • Answer Help Desk incoming calls; provide first line response for users requiring assistance with information technology issues and problems. Provide a single view to the organization for information technology related problems
  • Monitor the performance and utilization of all system hardware , software and networks; ensure the proper utilization, performance and highest availability of resources including but not limited to: CPU cycles, disk space, response time and network connections
  • Respond to requests for technical assistance by phone,�email and/or using a help desk management system
  • Track issues from start to resolution, updating the internal knowledge-base and/or communicating outcomes with relevant business units
  • Escalate more involved problems to the appropriate tier level support teams; act as a liaison between customers and technical escalation teams and conduct follow up as appropriate
  • Maintain knowledge of the Information Technology Infrastructure Library (ITIL) methodology, change leadership processes and risk leadership processes to improve trouble-shooting and problem resolution skills
  • Refine and update technical and business skills through work assignments, advanced technical and business training, attending professional and business industry conferences and actively participating in professional organizations
  • Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations; develop and maintain positive working relationships with all company departments
  • Perform additional duties as assigned by leadership
  • Skills: Operating systems and IT hardware certifications can be beneficial but are not usually necessary
  • Answers telephones and responds to basic customer questions using established methods provided in training. Forwards call to appropriate personnel
  • Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication under direct supervision
  • Experience working with organizational functions and personnel
  • Experience working with and skilled in the use of help desk software
  • Ability to follow oral and written directions
  • Create a helpdesk ticket and document all problems and actions taken
  • Assign tickets while working in a fast-paced environment
  • Accept responsibility/ownership for all assigned tickets from creation to resolution or to the point of escalations (level 2)
  • Help with Hardware setup and images
  • Must be able to create clear and detailed technical documentation
  • Must possess strong communication skills (written and oral) as well as significant customer service skills
  • Ability to work effectively with cross-functional team. Flexible enough to work with different technical skill levels and skill sets. Ability to work in a highly dynamic environment
  • Ability to provide input and recommendation on new technology and process improvement
  • Provide First level support for NSSFC users in the Technical Services Department and elevate requests to MIS Support services to resolve as applicable
  • Maintain department PCs and related equipment. Perform or schedule any preventive maintenance to ensure optimum performance as well as maintain spare equipment
  • Creates and maintains help desk support tickets for all users related to the NSSFC system
  • Administer user security for NSSFC computer system, request user access to MIS as needed
  • Run interference between NSSFC users and developers – (Communicate User needs to developers to minimize interruptions)
  • Gather information from NSSFC users and submit applicable standardized documents
  • Test code and provide developers feedback
  • Ability to diagnose and take action to resolve system issues for our internal customers
  • Must be courteous, have a customer centric attitude, professional, and enjoy helping others
  • Self-starter, ability to work without close supervision
  • Create requested reports to support users for the NSSFC system
  • Must have good analytical, logical, and common sense to problem solving
  • Ability to make hardware and software recommendations
  • Performs in accordance with Corporate Policies and Procedures
  • Assigns tasks/tickets to Tier I-III technicians from HP Service Manager, for Change, Acquisition and Non-Acquisition tickets
  • Schedules all activities and technician dispatch requests
  • Provides a positive climate for motivation
  • Serves as central point for technicians to report all ticket status updates
  • Analyzes and provides feedback to management to ensure that all Service Level Agreements (SLAs) are met on all assigned tickets
  • Updates HP Service Manager with complete, accurate and timely information
  • 5-8 years of related administrative and analytical experience
  • 1-3 years of directly related experience supporting IT help desk operations
  • 1-3 Years of directly related experience in supporting help desk operations
  • Cargo Movement Operations System (CMOS)
  • Logistics Module (LOGMOD)
  • Automated Civil Engineer System (ACES)
  • Security Forces Management Information System (SFMIS)
  • Standard Base Supply System (SBSS)
  • Next Generation Information Technology (NexGen)
  • Online Vehicle Interactive Management System (OLVIMS)

Help Desk Technician Junior Resume Examples & Samples

  • A written statement from a physician that the individual is free of all communicable diseases or valid documentation
  • Hepatitis B vaccine - Required for all personnel with duties involving direct patient contact
  • Must have a favorable National Agency Check (NAC) or a NAC must be initiated
  • Answers calls or work orders from users requiring technology assistance; courteously ascertains reason for the call and determines whether issue can be immediately resolved or elevated to other staff
  • Evaluates each call to determine nature of problem and whether related to hardware, software, applications, client/server systems, desktops, peripheral devices and others, etc.; determines if on-site assistance by Information Technology Desktop Support staff is appropriate and ensures Desktop Support are notified
  • Uses remote desktop software to resolve issues, performs installations or demonstrates solutions to clients or help client identify issues
  • Resolves as many user-reported problems as expertise permits using available tools, and following procedures and policies for the handling of cases
  • Works with customers over the phone to provide step-by-step or detailed instructions on resolving the problem which may include modifying current programs, upgrading software versions and service packs, evaluating controls and security, new changes required
  • Acts as a liaison between customers and internal support staff to assure accurate problem interpretation; maintains communications with customers during the problem resolution process if necessary
  • Develops troubleshooting skills by using effective investigative methods and available troubleshooting tools
  • Completes required Help Desk training to enhance and improve support
  • Ensures all necessary information is accurately entered and tracked
  • A college degree in computer sciences, information technology or information systems preferred
  • One (1) year hands-on work experience working with Mac and PC based hardware, software, networking components in a multi-platform, client/server environment using LAN and/or WAN technologies preferred, preferably in a customer service role assisting with diagnosing technical problems
  • Related technical certifications are helpful but not required
  • May consider an equivalent combination of education, training and/or work experience
  • Provide a positive example to students by supporting the University’s Doctrinal Statement, Ethical Position Statement and Mission of Grand Canyon University
  • High School Diploma or General Education Degree (GED), or any combination of education and experience ­which would provide an equivalent background
  • 2 years in a Customer Service type call center role required
  • 1 year in a technical troubleshooting role for hardware and or software, Service Desk or NOC preferred
  • Proficient with windows operating system, windows 7 or greater and a minimum of typing 55 WPM
  • Experience with technical ticketing systems and escalation routing of customer request or issues
  • Possess excellent verbal, reading, writing, and comprehension skills
  • Knowledgeable of computers systems and of basic networking systems
  • Experienced in Microsoft networking and file sharing
  • Ability to prioritize many competing tasks, deal effectively with conflict and provide hands-on assistance to customers as needed
  • Experience, and/or proficiency with MS Office is a plus
  • Must be available for On-Call status as required
  • Must be able to comply with all company policies, rules, procedures and Code of Conduct
  • Must be able to interact well with others
  • Must be able to work independently, or in a team setting
  • Must be capable of working under tight time constraints in a high volume environment with multiple priorities
  • Must be able to lift approximately 10-15 lbs., or more if required by the essential functions of the job­
  • Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
  • Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
  • Must be authorized to work in the United States
  • Assist in the research, setup, and testing of new software releases
  • Assist in the administration of web logins and passwords
  • Enter/resolve tickets in our call tracking systems
  • Follow up with customers to ensure issue have been resolved
  • Ensure that tickets are resolved within SLA guidelines
  • Fast learning skills and adaptability
  • Attention to detail with the ability to manage large amount of information intake
  • Knowledge and experience of customer service practices
  • Must be able to sit for prolonged periods of time in front of a computer
  • Knowledge of ServiceDesk Plus would be advantageous
  • Manage the flow of Help Desk tickets and monitor the queue for delays. Become the first contact for user support; interact with other IT staff
  • Assist users with hardware and software problems and questions, to include file management, Internet and software usage, peripheral usage, etc
  • Assist with Network Administration and Management, including troubleshooting problems with communications such as hubs, routers, switches, cables, etc
  • Keep management informed of Help Desk ticket stats and trends. Post weekly stats to the department SQDC board. Compile other statistics as requested
  • Two or more years of experience working in a help desk environment supporting hardware, software, and remote users in a complex environment preferred
  • Experience with hardware and software installations as well as general configuration issues
  • Outstanding verbal and documentation skills essential for trouble-ticket documentation, with the ability to communicate technical concepts to non-technical users
  • Prior use of some or all of the following
  • Bachelors and 2+ years or more experience or High School and 6+ years of experience can be used in liue of degree
  • Must be able to work in a fast paced environment
  • 2 years of System Analyst experience is desired
  • Training experience
  • Comptia A+, Security+
  • Candidates must obtain CompTIA Security+ CE (Continuing Education) certification by start date
  • The CompTIA CE requirement is met in one of the following ways
  • Candidate obtained Security+ prior to January 1, 2011 and enrolled in CompTIA CE program by January 1, 2011
  • Candidates who are not enrolled in the Continuing Education Program will not meet contractual DOD 8570 requirements
  • Candidates will also be required to possess one of the following certifications by within 6 months of hire: MCTS on Windows 7, or MCITP EDST for Windows 7 (MS 70- 680)
  • Identify, prioritize and resolve reported problems including data, account administration, desktop hardware/software, including application issues
  • Responsible for maintaining and deploying systems via automated methods
  • Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems
  • Document, maintain, upgrade and replace hardware and software systems
  • Maintain, analyze, troubleshoot and repairs computer systems, hardware and peripherals
  • Provides end user training where required
  • Ability to shift between projects/tasks to keep up with workload
  • Strong communication/people skills
  • Highly self motivated and directed, with attention to detail
  • 3-5 years of technical support experience for small to mid-sized companies’ IT infrastructures (50-100 users)
  • Strong understanding of Windows operating systems and applications in a domain environment, including Windows XP, Windows 7 and Microsoft Office suites
  • Experience with desktop encryption methods
  • Working knowledge of virtualization technologies
  • Experience with desktop image management
  • Experience with anti-virus technologies and troubleshooting
  • Familiarity with Blackberry, IOS, mobile operating systems
  • Basic understanding of TCP/IP, DNS, DHCP, and VPN configurations
  • Ability to effectively configure, support and troubleshoot connection settings for Microsoft Outlook users in an Exchange environment
  • Peripherals setup & support such as printers, scanners, etc
  • Provide helpdesk support and resolve problems to the end user’s satisfaction
  • Modify configurations, utilities, software default settings, etc. for the local workstation
  • Document internal procedures
  • 2 years of relevant technical experience
  • MCITP Microsoft Certified IT Professional
  • MCP Microsoft Certified Professional (2000 or 2003 or 2008 only)
  • MCSA Microsoft Certified System Administrator
  • MCSE Microsoft Certified System Engineer

Summer Student, Help Desk Technician Resume Examples & Samples

  • Perform surveillance on customer’s Network equipment
  • Manage workload with efficiency taking into consideration priorities
  • Collaborate actively with different partners/suppliers
  • Apply escalation procedures when necessary
  • Always be aware of new Products and Services sold by Bell
  • Degree in Computer Science or equivalent experience
  • Knowledge of inter-networking (LAN/MAN/WAN/VoIP)
  • Knowledge of the following product and services: IP (IP VPN, MPLS), Broadband (T1, ATM, OE, NGCE)
  • Knowledge of the following tools: Maximo, Focus, Tim
  • Customer oriented, teamwork and leadership
  • Capacity to quickly analyse the customer’s requests
  • Desire to serve and help our internal and external customers
  • Ability to partner with multiple internal teams
  • Listen, understand and respond to customer’s needs
  • Ability and willingness to manage change and take full responsibility
  • Quick reaction time and decision-making under pressure
  • Demonstrate judgement and initiative
  • Building and configuring PCs and laptops as well as loading software, and conducting audits for unlicensed software
  • Running and terminating infrastructure cabling between workstations and communication closets
  • Responding to client calls to troubleshoot reported problems and taking necessary steps to resolve the issue
  • Strong skills in supporting desk side for Windows XP, Windows 7 and Windows 8.1 installation, troubleshooting and reporting
  • Experienced to support Mac OSX laptops
  • Assist users with Operating System issues, desktop software and printer issues
  • Troubleshoot and support firewall and routing issues
  • Purchase peripherals and components when necessary
  • Understanding of networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls
  • Email and Spam troubleshooting
  • Bachelor’s Degree with a minimum of one to two (1 - 2) years experience in a similar supporting role or corporate environment is required
  • A flexible, can-do attitude with customer orientation and strong dependability
  • Reliable, punctual, well-organized, self-motivator who works well alone and with others
  • 685 - Windows 7, Enterprise Desktop Support Technician
  • 698 - Installing and Configuring Windows 10
  • 697 - Configuring Windows Devices
  • 2-3 years of help desk experience in a corporate environment that supports internal employees
  • 1+ years of experience with Active Directory, setting up users and applying accesses
  • Professionalism and a passion for customer service
  • Receive customer problem reports and resolve problems immediately or within the scope of the documented Service Level Agreement when possible. Complete SR (Service Requests) as required
  • Proactively assist users in preventing future problems by looking for root causes, correcting them, and providing training. Communicate to others at the Helpdesk and I/S Department potential problems and or patterns of errors
  • Install and configure new PC's added to the HomeStreet Local Area Network
  • Provide PC support to all users on the network, both hardware and software
  • Provide limited "on-site" training to HomeStreet PC users. Training will include; basic computer usage, file management, and Microsoft Office applications
  • Document all communication to and from customers, including resolution and follow-up notes
  • Answer questions regarding system procedures, system status and downtime
  • Coordinate and track requests for add/change/delete requests
  • Responsible for employee moves in the home office, including but not limited to moving technology equipment, phones and patching network ports
  • Provide Helpdesk support for “enterprise” applications, such as Lotus Notes (e-mail) and MS Office Processional applications
  • Provide communication of current technology tips, shortcuts and services related to standard PC applications to members of I/S and entire company
  • Responsible for maintenance of Software Library and check out/in
  • Responsible for maintenance of Reference and Training Library and check out/in
  • Responsible for maintenance/tracking/check out/in of loaner laptops, digital cameras, projectors, etc
  • Assume other duties/projects as they arise and be responsive to the needs of the department
  • 3 years of professional help desk experience
  • Excellent customer service skills with the ability to make staff feel positive about their support experience regardless of the outcome
  • Able to effectively communicate and disseminate information in a timely and accurate manner
  • Be innovative and self-motivated and display personal initiative
  • Ability to work at a high level as a team member as well as independently
  • Foster and maintain a positive atmosphere in which skill-building and professional development are encouraged
  • Strong reading, writing, comprehension, analytical, and interpersonal skills
  • Excellent time management skills
  • Able to work as a team member
  • Technical background with working knowledge of computer systems, mobile devices, and other tech products
  • Provide post-sale technical support and customized escalation services for Canon Solutions America's customers and employees
  • Specialize and grow expertise in several advanced solution areas; become team subject matter expert
  • Ensure customer encounters are maintained at the highest level of customer satisfaction
  • Perform an efficient customer interaction using phone and web based support tools
  • Act as senior resource for specific technical solution areas; internal team escalation point for advanced support
  • Ownership of the most challenging support incidents handled by the Help Desk
  • Facilitate escalations for technical support to vendors, NTSC, and other Canon resources
  • Ensure proper documentation is maintained for operational processes
  • Execute against a personalized education and training plan
  • Follow all routine operational procedures
  • Other duties as assigned for technical operations including monitoring mailboxes and handling email requests; monitoring and handling after hours phone messages; and monitoring and handling application based alert systems and ticket request queues
  • Associates degree desired, demonstrated progress towards a degree program or equivalent business experience required
  • Minimum five years relevant industry experience
  • HDI and CDIA+ certifications required (if not certified, must achieve certification within six months of hire date)
  • A+/Net+, CNA, CNE, MCP, MCSE, supported Canon and 3rd Party Software Certifications (i.e., eCopy, imageWARE, uniFLOW, Documentum, Kofax) desired
  • Strong background in computer software, hardware and networking support
  • Specific technical experience with related Canon hardware and software solutions, along with systems connectivity
  • Provide on-call support as scheduled during non-business hours
  • Communicate trends and undocumented issues to supervisor, Falcon EHR Support Team, or appropriate Project team
  • Complete additional tasks and projects as assigned by Help Desk leadership
  • Advanced ability to diagnose and troubleshoot Microsoft products
  • Superior customer service skills and phone etiquette
  • Ability to work evening, weekend, and holiday coverage as needed and scheduled
  • Provide support of common business applications like Citrix, Firefox, Thunderbird, Symantec ghost, Symantec Corporate Antivirus, and Microsoft Office products
  • Daily duties include creating and maintaining user accounts, installing software and applications, monitoring servers and networking components
  • Strong communication skills and pleasant phone demeanor are essential
  • The ideal candidate will have 5+ years of technology experience
  • The successful applicant will have experience in removal of viruses and malware
  • Windows 7 PC's
  • HP Printers
  • Multi-function devices
  • Resetting Active Directory passwords
  • Setting up computers for new users via a check sheet (no discovery needed)
  • Field escalated requests from IT Helpdesk Analysts, via Help Desk Tickets (HDT) or telephone in a courteous and professional manner
  • Desktop computing environment consists of VMware Virtual Desktop Infrastructure, Windows 7 and MAC OS
  • Perform post-resolution follow-ups to all help requests
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems Develop help sheets and frequently asked questions/answers for employees and team members
  • Develop an understanding of how the IT Services that currently exist can be uniquely applied to the customer base
  • Assisting in the deployment of new Application, OS, Patch releases to the customer base
  • Knowledge of basic computer hardware, including laptops, desktops and peripherals (PC & Mac)
  • Extensive application support experience with MS Office, Outlook, SharePoint, Lync etc
  • Perceptive attention to detail
  • College diploma or university degree, technical degree from trade school in the field of computer science and/or 2 years equivalent work experience in a customer service role
  • Emphasis placed on telephone and remote assistance skills
  • Familiarity with Return Materials Administration (RMA Management)
  • Maintaining and Management of Spares inventory
  • Provide first level contact and convey resolutions to user issues
  • Troubleshoot desktop environment and perform maintenance
  • Document processes and procedures as required
  • Provide quality desktop support to internal end users, including support for hardware, printing applications, user accounts, and telephone systems
  • High school diploma or equivalent, required
  • Associate or undergraduate degree in related fields and/or 1-2 years of desktop support, preferred
  • Knowledge of basic networking, Microsoft Windows, Active Directory and Group Policy Objects
  • Working knowledge of help desk software, databases and remote control
  • Basic hardware troubleshooting, installation, and RMA\Warranty management
  • Change management compliance
  • Customer service orientation 
  • Lotus Notes/ Domino
  • Windows Deployment Services (WDS)
  • Microsoft Office installation and troubleshooting
  • AutoCAD (Basic Troubleshooting)
  • Basic knowledge of Scripting (VbScript, PowerShell, HTA)
  • Knowledge of Hosted Services models
  • Excellent documentation and troubleshooting skills
  • Effective oral and written communications skills in English
  • Self-starter who is highly organized and learns quickly
  • Able to handle multiple projects and assignments with attention to detail
  • Price Billable Repair activity - Communicate repair estimates
  • Provide technical support to customers regarding technical questions or problems
  • Accurately update new data entry and maintain the Repair Department’s data base
  • Telephone assistance
  • Career guides, information and tools to help you successfully position yourself throughout every stage of your career
  • Access to more than 3,000 online training courses through our Kelly Learning Center
  • Weekly pay and service bonus plans
  • Group- rate insurance options available immediately upon hire*
  • Serves as contact for all related user support issues, providing advanced first level technology support
  • Identifies and resolves service incidents, escalates difficult problems to other IT support teams when required
  • Maintains the incident log and ensures the resolution of identified issues is documented through closure of the tickets
  • Monitors changes on all existing and new applications, programs and systems completed and updates documentation as required
  • Ensures Help Desk Service Level Agreements (SLAs) are met on all incidents
  • Conducts after-action-reviews, addresses, and records resolution findings
  • Educates users on desktop, online, remote (VPN) best practices regarding security, passwords and vulnerabilities and proper use of software applications
  • Must have degree in information technology, or equivalent experience
  • Must possess an understanding of TCP/IP and networking principles
  • Experience with desktop and related hardware support, disk imaging utilities, help desk ticketing software, and enterprise antivirus software necessary
  • Ability to write documentation to describe network and software changes related to applications and hardware
  • 2+ years in end-user support and administration of Active Directory environments inclusive of user and workstation administration
  • Experience supporting Office 2010
  • Strong problem solving skills and methodical troubleshooting are required
  • Must have the ability to work independently
  • Must be a US citizen and have the ability to obtain a federal government security clearance
  • Support duties relating to the development, maintenance, and support of the organization’s information technology
  • Provides support to end users on a variety of IT issues
  • Ensure users are provided efficient, effective, and timely support on a 24x7 basis; e.g. manage
  • Bachelor’s degree or Equivalent Experience of Desktop management experience in a service
  • Strong communication skills, both verbal and written, are a must
  • Track record of working well with peers and leadership inside and outside IT; developing and
  • Provide customer service support for office automation applications, PCs and printers
  • Answer the INR helpdesk phones, provide field support, log calls into helpdesk software, troubleshoot and resolve technical issues, manage helpdesk tickets, escalate helpdesk tickets when necessary, keep users informed of their progress and run weekly helpdesk statistical reports
  • Use HelpStar ticketing system for tracking all work performed. While performing the duties of this job, the employee must maintain an excellent telephone manner
  • Associates Degree and 3 years of related experience (3 years providing end-user phone support for current PC desktop and application software OR 3 years installing, upgrading, troubleshooting and repairing personal computers in a network environment). An additional 2 years of experience may be substituted in lieu of degree
  • Experience utilizing call logging software
  • Must have a strong knowledge of Microsoft based operating systems with an emphasis on Windows 7, experience using and troubleshooting MS Office suite 2010, Outlook 2007/2010, Internet Explorer, Adobe and NT Toolkit
  • Must be able to troubleshoot basic hardware and software issues, set-up and customize applications and perform network troubleshooting
  • Must be capable of providing support to a custom developed messaging system based on RetrievalWare and be capable of understanding complex Boolean queries and assisting users in the development of queries
  • Must have a current TS/SCI
  • A+, Network +, Security +, Microsoft certs
  • 1) Troubleshooting Windows 7 and Microsoft Office
  • 3) Hardware and Software Tier 1 Support
  • 2nd Shift (1:30PM to 10PM)
  • 3rd Shift (10PM to 8 AM)
  • Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines
  • Works with in house technical teams and vendor support contacts to resolve technical problems with desktop computing equipment and software
  • Works with Server and Network Operations staff as appropriate to determine and resolve problems received from clients
  • Interact with numerous computer platforms in a multi-layered client server environment
  • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems
  • Trains and orients staff on use of hardware and software
  • Performs hardware break fix and repair
  • Maintain and troubleshoot telephone systems
  • Minimum of two years of experience supporting XP, Vista and Windows 7 desktop/laptop PCs in a networked environment
  • Experience supporting Apple Mac OSX and IOS devices, but will train the right candidate
  • Experience troubleshooting software, peripheral and printing problems
  • Experience working with Microsoft Office and Outlook
  • A+ certified and/or Macintosh certification preferred
  • Basic networking troubleshooting skills
  • Active Directory and Exchange experience a plus
  • Prior customer service and phone support experience a must
  • Position requires 10% travel

IS Help Desk Technician Resume Examples & Samples

  • Bachelor’s Degree in Computer Science or related field highly preferred
  • 3-5 years of Network Administration with customer service interaction
  • Experience working with Microsoft OS and Office Applications
  • Independent worker with the ability to manage multiple projects simultaneously
  • Experience supporting report sites including hardware and wiring
  • Provide technical support for internal users
  • Perform routine application and system updates
  • Maintain and update Windows based system configurations
  • Continue to evolve current support processes to improve efficiency
  • Provide technical documentation for technical and non-technical users
  • Participate in afterhours or offsite projects
  • Experience creating PowerShell, Batch File scripts
  • Experience using System Center Configuration Manager (SCCM), Altiris, or other systems management software
  • Familiarity customizing MSI packages
  • Ability to effectively troubleshoot a variety of technical issues
  • Experience configuring Windows based computers
  • Demonstrate a high level of customer service
  • Positive attitude and excellent interpersonal skills
  • Exceptional verbal and written communication
  • Adaptability in a changing environment
  • Prioritize and effectively manage time
  • Ability to work independently as well as in a team environment
  • Comfortable working with a wide variety of Windows and web based applications
  • High school education or GED
  • 1-2 years of experience working in a related IT environment or customer service position
  • Reviews, analyzes and evaluates information technology systems operational issues such as but not limited to use of CIOX Health software products, third party software used in IOD’s line of business, PC’s, laptops, scanners, printers, multi-function devices, and all other peripheral devices. 
  • Provides technical support to all users via email, phone, or other methods through the use of remote support technology. 
  • Must be familiar with a variety of field concepts, practices, and procedures such as remote access/control, network and firewall management, cooperative interaction with customer IT/IS groups and internal departments, and vendor service relations. 
  • Performs a variety of complicated tasks including but not limited to troubleshooting of hardware, software, network and operating system problems and failures; diagnostic testing; designing and developing one or more courses of action; evaluating courses of action in a test environment; implementing best solution. 
  • Understands, evaluates compatibility and Installs custom and third party software at customer sites. 
  • Investigates all issues, communicates with customers as to the intended plan, progress and problems encountered in resolving the issues in a timely manner according to the Service Level Agreement. 
  • Interacts with customer lead personnel and management in the resolution of operational system issues that flow between CIOX Health and its customers. 
  • Interacts with all levels of staff throughout the organization. 
  • Achieves complete resolution to all reported issues by gathering pertinent data, identifying and evaluating options and recommending a course of action directed at a workable solution. 
  • Troubleshoots and resolves all technical issues reported that adversely impact end users – both clients and employees - efficiency or productivity. 
  • Maintains open communications with customer and other members of the team. 
  • Installs and upgrades applications. 
  • Verifies at all appropriate levels – internal and external to CIOX Health - that the issue has been satisfactorily resolved. 
  • Supports internal web applications. 
  • Required to follow and comply with CIOX Health’s Service Level Agreement as defined in our Customer SLA document
  • Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones
  • Log or record support tickets and/or cases
  • 2 years experience or educational equivalent of Associate's degree
  • Background in printers, computer software, hardware and networking support
  • Proven IT customer service background with heavy troubleshooting over the phone
  • Good computer skills (Windows XP/7, Microsoft Office 2007/2010)
  • Strong interpersonal and collaboration skills
  • Strong problem-solving skills
  • Exemplary Attendance and strong work ethics
  • The Help Desk Analyst is responsible for assisting the team and providing exemplary customer support
  • This person will perform a wide array of tasks to support end users, customers, and prospects via phone, e-mail, and chat; this may include walking customers through basic functionality, assisting with password resets, and generally resolving well-known issues
  • This role may also develop internal and external documentation, perform QA on the Support function, and analyze issues for patterns to improve the Customer Support function
  • Network Printer troubleshooting/installation
  • Local Printer troubleshooting/installation
  • Creating/resetting/adding permissions in Active Directory
  • Resolving connectivity issues
  • Troubleshooting/resolving viruses
  • Network drives/permissions
  • Troubleshooting VPN issues
  • Domain Troubleshooting
  • Provides internal system support to all enterprise customers as well as external support to agent and policyholder customers
  • Triage and troubleshoot client computing devices and peripherals for enterprise customers. Peripherals include, but not limited to mobile devices, tablets, printers, cameras, projectors, and similar devices
  • Assists with and resolves call incidents, primarily through the incoming ACD/phone system queue via phone support
  • Ability to manage multiple priorities and meet established service level agreements and deadlines in a high production environment
  • Identifies, evaluates, and communicates the impact of change on information systems, procedures, and work flows
  • Develops support documentation and user references (i.e. faxing, operating system, and Microsoft Office applications), as necessary, for client computing
  • Maintains an up-to-date technical and practical knowledge and understanding of hardware and software analysis and troubleshooting
  • Assists agents and policyholders with utilization of company specific, web based applications, in support of policy and claim administration
  • Modifies and maintains specific end-user application security
  • Communicates with external vendors related to software and hardware issues and problem solving

Help Desk Technician Internship Resume Examples & Samples

  • Troubleshoot user’s problems
  • AS/400 password resets
  • Creates documentation to improve Help Desk issues
  • Available to work year- round
  • 0-3 Years’ experience on the Help Desk
  • Understanding of PC hardware, Microsoft applications, such as Word, Excel, PowerPoint, and Microsoft operating systems (Windows XP and Windows 7)
  • Good written and oral communications
  • Provides technical (e.g., computer, camera, lighting, proprietary software, hosted solutions, telecommunications) support to employees, logging issues accurately and escalating, as necessary
  • Uses call tracking software efficiently and accurately to document calls
  • Provides professional customer service by answering call promptly, speaking clearly, checking for understanding, offering solutions or additional assistance, and working efficiently
  • Demonstrates clear and timely communication to the end users and within the team
  • Analyzes issues to determine root cause and implements fixes to minimize operational interruption
  • Performs equipment repair or maintenance work
  • Takes initiative to resolve internal customer experience issues, in a customer-focused manner
  • Safe-guards all customer, employee and company proprietary and personal information ensuring customer and employee data is kept confidential at all times
  • Creates and maintains documentation for user support, troubleshooting and reference
  • Performs other projects or miscellaneous duties as requested or assigned
  • 0-2 years in technical support function or related experience
  • Other (knowledge, skills, and abilities)
  • Ability to work a varied schedule including days, nights, holidays and weekends, as needed, as well as a rotating on-call schedule
  • Strong computer skills (e.g., navigation, data entry), including Microsoft Outlook
  • Strong communication skills (written, verbal and listening)
  • Detail oriented in the execution and follow-up of work
  • Ability to balance and execute against multiple projects/priorities simultaneously
  • Takes initiatives

Computer Help Desk Technician Resume Examples & Samples

  • Perfectly bilingual in English and French
  • Minimum 1 year of customer service experience and/or call center experience
  • Excellent customer service skills and strong communication skills
  • A working knowledge of PC hardware/software troubleshooting
  • Ability to analyze and solve problems pertaining to hardware and software on home and small office computer systems
  • Ability to handle multiple responsibilities concurrently in a fast paced environment
  • Must have a working knowledge of Windows
  • Positivism, dynamism, team spirit
  • Available to work day or evening shifts, weekdays and weekends
  • Coordinates with state agency contacts in providing and/or supervising technical support
  • Resolves system operations issues
  • Notifies the MAXIMUS Help Desk to resolve major system issues
  • Coordinates required systems maintenance with MAXIMUS Office of Information Systems staff, vendors, and project staff
  • Ensures availability of project system applications, and hardware/software compatibility with state systems
  • Maintains automated interfaces with all governmental and child support computer systems, in particular the new scanning equipment
  • Performs daily network maintenance
  • Ensures data from on-site servers are backed-up on a daily basis and back-up tapes are stored offsite
  • Maintains the document management, LAN, intranet, and phone systems
  • Develops and generates management reports and other ad-hoc reports, as needed
  • Troubleshoots problems with printers, scanners, communications lines, cabling, terminals, and other devices related to the hardware/software of the computer or telephone system
  • Meets with project management to verify that the data needs of the project are met.Serves as the catalyst for continuous process improvement both from an operations and a technical perspective, emphasizing the document management aspects of the systems
  • Evaluates and validates all data for the project and for presentation to the state agency
  • Evaluates project systems data for scheduling, performance, and best practices
  • Maintains confidentiality and security of case and project information
  • Five (5) years of experience in systems operations and maintenance
  • Five (5) years of experience in a network-related environment providing in-depth LAN and similar systems operations support
  • Two (2) years of experience with PC-based systems
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
  • Ability to successfully execute many complex tasks simultaneously
  • Ability to work as a team member, as well as independently
  • Provides support to troubleshoot and resolve problems associated with PC, server, telecommunication, network, software, hardware, and telephone system. Resolve problems at level of expertise and refer all other problems to more senior personnel. Perform assignments in compliance with established procedures
  • Logs all calls and updates in the Help Desk tracking database. Provides reports on call volume, open problems, call type, etc. Assure that all calls in the database are resolved or transferred to appropriate groups or individuals for resolution
  • Maintains the patching and antivirus testing and deployment process
  • Manages and enhances the desktop administration and deployment process
  • Assists with asset management of computer equipment. Makes purchasing recommendations for desktop hardware and software. Sets up and deploys new equipment, supports existing hardware and software
  • Initiates and effectively exchanges technical and system application information to enable customers/users to more effectively perform their job function
  • Provides sufficient and accurate documentation for customer review during all phases of project development and upon implementation
  • Provides training for customers/users and other help desk personnel
  • Completes all assigned tasks within the time and budget allocation. Promptly informs supervisor or other appropriate personnel of any significant events that would result in schedule delays
  • Knows and applies the division’s quality policy and procedures of ISO 9001 as it relates to area of responsibility and the organization. Follows all standard operating procedures as prescribed and notifies appropriate personnel of any non-conformance
  • Associate’s degree or equivalent education and 1-2 years of experience in a technical field to include supporting network and desktop peripherals and troubleshooting OR
  • High School Diploma or GED and 6 years of experience in technical field to include supporting network and desktop peripherals and troubleshooting
  • Desktop support experience based on current Windows Operating Systems
  • Active Directory and Group Policy administration of the desktop
  • Antivirus administration with Current software
  • Windows patching administration with WSUS
  • Desktop deployment experience using imaging based software
  • Experience supporting MS Office (Outlook, Excel, PowerPoint, MS Word)
  • Strong network troubleshooting skills
  • Experience with ERP support, shipping software, CRM and phone system administration preferred
  • Demonstrated ability to prioritize and multi-task
  • Maintain and troubleshoot Mac and PC systems in School of Communication classrooms, labs, and offices
  • Schedule and deploy operating system and application updates for all computers
  • Image and set up new computers received at the School of Communication
  • Ensure lab printers are operational and printer consumables are stocked
  • Create, publish, distribute, monitor, and enforce computer lab policies and regulations
  • Perform daily checks of lab and classroom computers and troubleshoot issues as needed
  • Respond to incoming technical support requests from School of Communication faculty, staff, and students
  • Log and manage technical support requests through an online incident management system
  • Document new procedures as needed in an online knowledgebase
  • Other duties as assigned by the Manager of Information Technology
  • Provide Tier 2 service/phone support to store associates for basic end-user support during installation of iPads at international store locations
  • Work with level 1 team to capture and address unexpected service requests
  • May perform end-user training as it regards assistance with supported applications
  • High School Diploma, GED, equivalent certification, or military experience
  • A least 1 year experience with OS X/MacOS – El Capitan and later, especially including system image deployment, maintenance, software and system testing and encryption and security tools (McAfee and FileVault)
  • At least 1 year of experience with Windows 7 or later, including image deployment, software and system testing and encryption and security tools (McAfee)
  • At least 1 year support and administration including remote administration, end user support and interaction with other support groups including executive support
  • At least 1 year experience with productivity tools running on Mac’s/PCs including MS Office, Lync
  • At least 1 year Mac/PC experience in a medium to large environment
  • At least 1 year experience with ticketing and traffic reporting tools (Zendesk, HPSM, or equivalent)

Help Desk Technician Nd Shift Resume Examples & Samples

  • Receives and responds to incoming calls, emails, chats, and service tickets regarding user issues. ·
  • Setups and supports the following: computer hardware, active directory user accounts, software, peripherals, VoIP telephones, security DVR systems, printers, fax machines and Bluetooth devices. ·
  • Maintains and monitors backup jobs. ·
  • Conducts research into PC issues and products as required. ·
  • Generate monthly and quarterly audits. ·
  • Provides reports for a variety of systems which includes Splunk, ServiceNow, Audits. ·
  • Maintains the organization of IT storage areas. ·
  • Manages the tagging of assets for all computer and computer related equipment. ·
  • Provides training and support to users. ·
  • Works when necessary with third party support in order to resolve issues. ·
  • Cisco, EMC, Dell, Brother, Kyocera, Focus BT, Zebra, VMware, Microsoft, Linux, PRTG and AT Task. ·
  • Strong verbal and written communication skills ·
  • Excellent critical thinking skills; using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. ·
  • Able to work independently within a set of guidelines. ·
  • Strong sense of urgency; ability to execute quickly and efficiently. ·
  • Excellent organization, planning, judgment, and time management skills. ·
  • Must have reliable transportation to travel freely between office locations as needed. ·
  • Must be able to lift 30+ lbs. on an occasional basis

Future Help Desk Technician Opportunity Resume Examples & Samples

  • Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation
  • Six months of related experience
  • Demonstrated ability to solve issues with healthcare/clinical applications
  • Excellent documentation skills
  • Must be able to troubleshoot network connectivity of various workstations
  • Must be familiar with and able to troubleshoot client peripherals including printers, KVMs, card readers, monitors, and blades
  • Must meet DoD 8570 certification eligibility requirements (e.g., Security+ CE)
  • Ability to prepare, objectively review, and deliver technical presentations
  • Associate Degree (preferably in a Computer or Management related area) or equivalent combination of completed college-level classes, technology certifications and related work experience
  • Demonstrated working knowledge of basic hardware and software products
  • Strong problem solving/troubleshooting skills
  • Functional knowledge of basic networking protocols
  • Proficiency in Microsoft Office software
  • 1 year of technical support experience
  • 2 years of customer support experience
  • 4 Information Technology degree
  • 4 3+ years of proved work in the role
  • 4 Knowledge of relevant incident tracking applications
  • Work experience in trouble shooting problems with day to day operating environments and customer application
  • Strong dedication to quality customer service
  • Quickly respond to clients inquiries and complaints
  • Minimum of 5 years of experience in I/T and in a Help Desk environment
  • Work experience in Data Center and Network devices

EPG Help Desk Technician Resume Examples & Samples

  • High School Diploma and 6 years experience, or any equivalent combination of relevant education and experience
  • Security+ Required. Current A+, Network+, and/or CISSP preferred. Formal Military or Civilian Network education/certificate
  • Experience administrating unclassified and classified network computers and peripheral equipment
  • Ability to speak, read, write English. Possess a valid Driver's License
  • Possess an active Secret Clearance prior to starting

Related Job Titles

technical support or help desk resume

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3 Technical Support Specialist Resume Examples for 2024

Stephen Greet

Technical Support Specialist Resume

Professional technical support specialist resume, formal technical support specialist resume.

  • Technical Support Specialist Resume Writing 101

As a technical support specialist, you’ve refined your ability to decode complex technical problems and present them in simple terms. Thanks to your work, everyday users are able to navigate the complex waters of technology with ease. 

Leveraging your deep technical knowledge to provide users with a frustration-free experience is a highly sought-after skill. However, you’ll still need to write an effective resume to beat the competition.

Don’t worry—we’re here to help. With our technical support specialist resume examples and cover letter writing tips, you’re one successful interview away from a job!

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Technical support specialist resume example with 6+ years experience

Related resume examples

  • IT specialist
  • IT director
  • Entry-level IT
  • IT professional

What Matters Most: Your IT Expertise & Customer Service Background

Your resume skills and work experience

You’re a pro with various tech support tools, be it TeamViewer or Zendesk, and that proficiency helps you get through each workday. Thanks to your confidence in various software and hardware, end users walk away happy with their problems all fixed. Use this part of your resume to emphasize that.

For maximum effect, stick to listing your technical skills and software proficiencies in this section, with an emphasis on those that enhance your productivity, such as Jira Service Desk. 

Talk about your network troubleshooting expertise and your knowledge of security protocols. If you specialize in a certain niche of tech support, such as cloud systems or virtualization, make sure to highlight it.

9 best technical support specialist skills

  • Active Directory
  • Norton/McAfee

Sample technical support specialist work experience bullet points

You’ve resolved countless tech issues, led cybersecurity training initiatives, and oversaw countless software installations. Let’s not forget that you did all this while maintaining high user satisfaction and system efficiency scores!

To make the most of your expertise, don’t just list off your daily responsibilities—focus on your greatest achievements where your work made a tangible impact on the end user, or even the company as a whole. Throw in some metrics to make your experience stand out even more.

Discuss your high first-call resolution rates with TeamViewer, the decrease in ticket response times your Jira prioritization overhaul led to, and routines or systems you implemented that boosted overall uptime or efficiency.  Here are a few samples:

  • Analyzed network performance using Wireshark to identify and resolve network latency issues, resulting in a 22% improvement in overall network efficiency
  • Improved network uptimes by 23% using Kubernetes to ease peak load and dedicated servers
  • Managed software installations across 450+ workstations, resulting in an 18% increase in system efficiency
  • Collaborated on a network overhaul using Cisco IOS, improving connectivity speeds by 26%

Top 5 Tips for Your Technical Support Specialist Resume

  • When you list your technical skills and work experience , make sure to get into the specific software applications and tools you’re familiar with. For instance, discuss which remote desktop tools, helpdesk software, or ticketing systems you used to achieve your goals.
  • Your job hinges on your ability to troubleshoot and resolve issues with network and computer systems. Talk about times when you’ve combined your technical skills with creative problem-solving to resolve complex issues that seemingly had no straightforward fix.
  • Show that you’re proficient in offering support across various operating systems by listing those you’re familiar with, be it Windows, Linux, or macOS. Take this a step further in your work experience bullet points by showcasing any specialized troubleshooting you’ve done for these systems.
  • Technical support often involves assisting end users, so showing your excellent customer service can help stand out. Describe instances where you went above and beyond to ensure customer satisfaction, and support your claims with your high client satisfaction metrics.
  • Creating and maintaining high-quality technical documentation is a less exciting but crucial part of the job. Dive into the documentation you’ve maintained, making sure to highlight how it improved knowledge sharing and issue resolution within your team or company.

Absolutely! If you hold relevant certifications such as CompTIA A+, ITIL, or HDI, they’re always worthy of a mention. They’re rarely mandatory, but they help demonstrate your commitment to technology and customer support.

Demonstrate your ability to adapt to evolving industry trends and learn new technologies. For example, talk about how you studied VPN systems to support your company’s transition to remote work, boosting overall employee efficiency. 

Carefully study the job description for each role, making note of the skills it emphasizes. Include all the skills it mentions that you’re confident with, and then add any other tools, platforms, or toolkits that you’re well versed in while keeping it under 9 or 10 skills.

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Help Desk Technician Resume Sample

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Work Experience

  • Answers help desk calls and manages SalesForce cases for all employees and resolves issues meeting customer satisfaction requirements and within required Service Level Agreement (SLA) parameters
  • Responsibilities also include supporting Fox’s A/V systems and Sales Presentations
  • Knowledge of Windows7, OSX, Office 7/10/11, remote support, VPN
  • Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met
  • Able to demonstrate good problem solving & critical thinking skills
  • Strong desktop support skills, including Windows XP and Windows 7
  • Use discretion when dealing with sensitive or confidential data
  • Create technical product documentation for hardware/software installations, troubleshooting techniques and problem resolution
  • Provide primary technical support for hardware issues
  • Additional roles include creation and termination of user accounts for the many different company systems
  • Responsible for maintaining system access for corporate employees
  • Works on special projects given by the manager
  • Helps to develop new procedures or system enhancements to improve work performance
  • Provides Level 1 support to on-site and off-site employees
  • Assists in maintaining help desk records and developing statistics on network and end user problems
  • Assists in scheduling hardware and software installations and upgrades
  • Travel to client sites to provide support, including overnight and weekend stays if needed
  • Experience in Help Desk/Desktop Support Environment
  • Experience in a call center environment or the hospitality industry
  • Experience Required: Demonstrated experience/knowledge in operating systems, applications, trouble-shooting and basic IT functions/practices
  • Provide level 1 support for PC operating systems, software applications, peripherals, and communication devices
  • Perform trouble shooting and provide support for software applications
  • Learn and provide level 1 support for any new software or hardware
  • Creates tickets and assigns these tickets to members of the Systems Administration Team

Professional Skills

  • Excellent organizational skills and experience managing competing priorities
  • Experience of Help Desk and/or phone technical support experience.Excellent written and verbal communication skills
  • Excellent technical problem solving skills and proven troubleshooting technique
  • Prior experience providing exceptional customer service and communication skills
  • Proven strong analytic / problem solving skills
  • Looking for Help Desk Analyst with strong troubleshooting and customer service skills, finding the source of the problem
  • Skilled in handling multiple tasks, prioritizing and changing priorities

How to write Help Desk Technician Resume

Help Desk Technician role is responsible for customer, troubleshooting, interpersonal, technical, microsoft, communications, windows, computer, software, basic. To write great resume for help desk technician job, your resume must include:

  • Your contact information
  • Work experience
  • Skill listing

Contact Information For Help Desk Technician Resume

The section contact information is important in your help desk 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 Help Desk Technician Resume

The section work experience is an essential part of your help desk 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 help desk 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 help desk technician position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Help Desk Technician resume experience can include:

  • Strong communication skills and an understanding of common operating systems, tools, and concepts
  • Proven ability to resolve problems efficiently and effectively while recognizing customers’ competence levels and approaching each level appropriately
  • Have excellent communication, multitasking and problem solving skills
  • Good technical writing and training skills
  • Strong hardware and Mac OS X troubleshooting skills
  • Strong interpersonal, collaborative, and relationship building skills and the ability to work harmoniously with a diverse workforce

Education on a Help Desk Technician Resume

Make sure to make education a priority on your help desk technician resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk 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 Help Desk Technician Resume

When listing skills on your help desk 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 help desk technician skills:

  • Developed oral, written and communication skills - Interpersonal skills to work effectively with others
  • Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally
  • Demonstrate excellent verbal, written and interpersonal communications skills in a corporate Help Desk environment
  • Strong written and oral communication and excellent customer service skills are required
  • Excellent communication and interpersonal skills, with a strong customer service orientation
  • Independently learn new skills and apply the skills in the environment

List of Typical Experience For a Help Desk Technician Resume

Experience for senior help desk technician resume.

  • Outstanding work ethic and communication skills – written, verbal, and interpersonal
  • Advanced skills managing and configuring Windows Server, Linux, MAC, iOS, Android platforms, and networks
  • Handle high stress / demanding situations and multi task effectively while exercising patience and professionalism
  • Demonstrated skill in problem analysis and resolution
  • Identifying, evaluating, and prioritizing customer problems and complaints to ensure that inquiries are resolved appropriately
  • Proven technical competence in installing, configuring, and supporting networked client computers, both locally and remotely
  • Experience with researching and implementing technical standards, software testing and deployment, and image creation and maintenance
  • Experience using and customizing
  • Extensive knowledge and experience supporting Microsoft Windows 10, 8, 7 and MAC OS X Operating Systems

Experience For Lead Help Desk Technician Resume

  • Knowledge and experience supporting a LAN and WAN using the TCP/IP protocol
  • Experience working in manufacturing/warehouse environment
  • Strong knowledge of Windows and Linux operating systems and Networking
  • Experience using diagnostic and service desk tracking / incident management system software
  • Good understanding of Windows 7 and Windows 10 operating systems
  • Strong working knowledge of Windows 7 and Windows 10 operating systems

Experience For Junior Help Desk Technician Resume

  • Experience providing over the phone hardware & software troubleshooting
  • Experience working with an Incident Management tracking tool
  • Experience with deploying data cabling in accurate, timely and neat manner
  • Strong ability, desire and enjoyment in working with others, both employees and customers, with cooperative, professional, and friendly attitude
  • Be a self-starter, dependable, and accurate in completing responsibilities with strong attention to detail and organization

Experience For Assistant Help Desk Technician Resume

  • General HW/SW Troubleshooting experience
  • Strong knowledge of network protocols, routing, hardware, and software configurations
  • Experience with ITSM/ticketing software
  • Operate the SIS Help Desk in conjunction with the other Cadet Life Cycle PMO help desks operating within the PMO suite of systems
  • At least 6 months of directly related experience supporting help desk operations
  • +2 years of working experience in an IT Support role
  • Experience working with traditional phone systems, VOIP
  • Experience with Microsoft Office 2007/2010, Outlook, Desktop and Laptop PC’s, Windows 7, relevant software, printers and networking
  • Maintains working relationships with all technology services to ensure prompt and effective resolution of problems

Experience For Salesforce Help Desk Technician Resume

  • Mobility experience with Blackberry, IOS platform and Android. Know basic troubleshooting steps with mobile devices
  • Operate machines in order to test functioning of parts and mechanisms
  • Experience with MLM or network marketing a plu
  • HS diploma with technical education or equivalent experience with personal computers and desktop computing environment
  • Experience providing support in a busy, networked, environment
  • Skill in entry-level technical writing and verbal communication
  • Knowledge and experience supporting VMware workstation virtualization

Experience For Help Desk Technician Nd Shift Resume

  • Knowledge and experience supporting the Microsoft Office applications
  • Stay detailed-oriented and adapt to changing priorities
  • Knowledge and experience supporting Microsoft OS and Applications
  • Experience supporting help desk operations
  • Good understanding of computer hardware, peripherals, and servers/network devices
  • Experience with Service Desk ticketing system such as Jira

Experience For Summer Student, Help Desk Technician Resume

  • Experience supporting Windows 7, Active Directory (moves, adds, changes) and MS Outlook
  • Operates peripheral equipment, including printers
  • Two (2) years of PC Technician experience in a business networking environment required
  • Demonstrated extensive knowledge of personal computers in a networked environment including data and telecommunications equipment required
  • Experience with identifying security related issues such as system hacks, computer viruses, worms, and spyware
  • Work with end users with varying levels of technical experience
  • Directly related experience supporting help desk operations
  • Experience with proficiency supporting Microsoft Windows 7

Experience For Help Desk Technician Vii-information Technology Services Resume

  • Experience with proficiency supporting Microsoft Office Suite
  • Experience working as a Level 1 Help Desk Technican is required
  • One year of experience in computer setup and troubleshooting
  • Strong working knowledge of Windows 7 and Windows 10
  • Communicates in an effective and professional way with customers inside and outside of inContact
  • Experience with Exchange ActiveSync
  • Knowledge and experience of customer service practices; beneficial to have worked in an ITIL based environment
  • Experience on a Help Desk
  • Excellent Customer Service and ability to work with all levels of the organization

Experience For Tier, Help Desk Technician Resume

  • Maintain an effective SOX environment
  • Broad and thorough experience with IT support required
  • Experience with Windows 7
  • Demonstrate ability to push and pull up to 25 pounds of force rarely (0-12% of the workday)
  • 6+ months experience in Information Technology

Experience For Level Help Desk Technician Resume

  • Deploying, and installing A/V systems, including familiarity with foundation technologies, networking, server, operating systems, and terminology
  • Logging and tracking inquiries using a problem management database and maintaining history records and related problem documentation
  • Tracking issues, performing troubleshooting tasks, customer information details and follow up actions in detail within the Incident logging tool
  • Lifting and/or carrying of 5-20 lbs. or more and the pushing and pulling of carts if necessary
  • Documenting and triaging the request; solving or escalating the request

List of Typical Skills For a Help Desk Technician Resume

Skills for senior help desk technician resume.

  • Demonstrate solid written and verbal communications skills
  • Show Strong Customer Service skills, avoiding technical jargon to describe/troubleshoot issues, providing follow up on incidents
  • Excellent organization, planning, judgment, and time management skills. 
  • Have IT background as well as excellent communication, problem solving skills
  • Excellent foundation in troubleshooting skills – logic, if/then, cause/effect analysis is critical
  • Strong troubleshooting skills with Windows 8 & 10, macOS, Android, and iOS
  • Solid technical skills of computer networks, hardware, and Windows operating systems

Skills For Lead Help Desk Technician Resume

  • ) Strong customer service and troubleshooting skills
  • Good interaction, communication, training, team and personal skills
  • Strong decision making skills – understand when to thoroughly research/correct the issue, and when escalate to management
  • Strong verbal and written communication skills 
  • Utilize excellent customer service skills and exceed customer expectations
  • Excellent customer service and interpersonal skills are required
  • Proactive work ethic and good communication skills
  • Highly organized with strong time management skills and self-accountable

Skills For Junior Help Desk Technician Resume

  • Answer incoming calls with excellent customer service skills by leveraging professional telephone etiquette
  • Effectively communicate to engage the customer and start the service experience
  • Strong organizational, verbal and written communication skills with high attention to detail
  • Excellent customer service and telephone communication skills
  • Proven face-to-face customer service skills
  • Multi-task; good time management and organizational skills
  • Able to effectively influence and develop strong relationships with key stakeholders
  • Strong communication skills across a range of business levels

Skills For Assistant Help Desk Technician Resume

  • Excellent verbal and written communication skills: phone, personal, and written
  • Utilizes excellent customer service skills and exceeds end user expectations
  • Excellent clerical, administrative, and written and verbal communication skills
  • Provide expert technical support to customers having varying levels of computing skills
  • Experience documenting and publishing procedures to improve operational effectiveness
  • Communicate information clearly and effectively to audiences with varying levels of familiarity and understanding of technical issues
  • Diagnostic skills in hardware, network, printing, and operating systems
  • Function as a technical resource answering questions from less experienced staff, and training less experienced staff
  • Keep up to date with latest display and control system offerings to effectively bring support globally

Skills For Salesforce Help Desk Technician Resume

  • Experience required in troubleshooting and effective problem resolution in a data center environment
  • Work experience and strong knowledge of networking and email support
  • Communicate effectively and efficiently and provide outstanding customer support is a crucial requirement
  • Communicate effectively and efficiently and provide outstanding customer support is crucial
  • Computer skills and proficiency in Windows, Mac OS & iOS operating systems, Microsoft Office products, multi-media applications
  • Audio, video, and multi-media equipment setup, trouble-shooting and support skills

Skills For Help Desk Technician Nd Shift Resume

  • Computer skills and proficiency in Windows operating system, Microsoft Office products, multimedia applications
  • Skills, Licenses, Knowledge, Education and Training Requirements
  • Prior experience with academic and/or healthcare environments
  • Customer Service and Soft Skills- They have to be able to support customer and be a problem solver
  • Train and effectively communicate with staff/system users

Skills For Summer Student, Help Desk Technician Resume

  • Excellent knowledge and experience with Active Directory
  • Demonstrated experience as a senior helpdesk/support role in a networked environment is required
  • Communication skills (both oral and written) English
  • Discover, diagnose and triage user's technology requests and issues effectively and efficiently
  • Strong ability to obtain root cause of problems as they arise, proven through references
  • Proven track record of excellent customer service delivery
  • Work effectively with cross-functional teams to define technical requirements, identify, and resolve issues
  • Call on prior experience to make recommendations to help grow and shape our IT department processes and policies
  • Work independently, be self-directed, communicate effectively and make sound decisions to ensure customer satisfaction

Skills For Help Desk Technician Vii-information Technology Services Resume

  • Analytical skills to identify trends in issues reported and identify areas for improvements
  • General PC office skills with: MS Word, MS Excel, MS PowerPoint, Outlook
  • 2+years experience in a technical open system environment or equivalent experience
  • Effectively communicate and work well with team members and 3rd part vendors
  • Prior experience working in a Help Desk or Desktop environment
  • Time management skills and ability to work in a demanding environment with multiple deadlines

Skills For Tier, Help Desk Technician Resume

  • Work effectively unsupervised
  • Exceptional customer service/interpersonal skills required
  • Effectively, professionally, and respectfully represent other Information Technology staff members, teams, and their services to the client community
  • Effectively communicate policies and procedures to faculty, staff, and students via phone, electronically, and in person
  • Working experience of workstation imaging software
  • Networking experience to include understanding TCP/IP and DNS
  • Working knowledge and understanding of operations and business priorities

Skills For Level Help Desk Technician Resume

  • Answering inquiries received at the Help Desk and accurately classifying, prioritizing and recording the service requests
  • Strong understanding of messaging in an Outlook/ Exchange environment, as well as mobile device provisioning using Apple iPhone
  • Experience with installing, configuring, and supporting workstations and all related peripherals (e.g., monitors, printers, smartphones, and laptops)
  • Skilled in identifying, analyzing and resolving problems
  • Knowledge of Microsoft based operating systems / Experience using and troubleshooting Microsoft Office (advantage, not required)
  • Experience implementing, designing, and maintaining Enterprise COTS solution
  • Experience installing and configuring operating systems, networked and local printers, and business applications

List of Typical Responsibilities For a Help Desk Technician Resume

Responsibilities for senior help desk technician resume.

  • Be recognized for excellent people and interpersonal skills and developing relationships
  • Excellent analytical, problem solving, communication skills
  • Excellent communication (verbal and written), time management, and presentation skills
  • Highly motivated and have excellent customer service and communication skills with the ability to interface with all levels of staff
  • Excellent communication, documentation, customer service, and interpersonal skills are required

Responsibilities For Lead Help Desk Technician Resume

  • Strong organizational skills and attention to detail, with the ability to multi-task in a fast-paced environment
  • Experience and skills are required
  • Strong interpersonal skills and a friendly, approachable demeanor
  • Strong time management and interpersonal communications skills
  • Great customer service skills and a positive attitude
  • Verify that suggested solutions effectively resolve the users' problems through verbal or email follow up
  • At least 6 months of strong customer service experience with the desire and ability to provide exceptional customer service to end users

Responsibilities For Junior Help Desk Technician Resume

  • Demonstrated experience interacting with a variety of individuals in a positive, professional manner
  • Directly related experience of directly related experience supporting Help Desk operations
  • Strong work experience in a customer service environment required
  • Excellent telephone etiquette, professionalism and courtesy with a demonstrated commitment to customer service
  • Demonstrated ability to create effective support articles, business correspondence, and job aids
  • AV setup and support skills
  • Effectively communicate oral and written instructions
  • One year experience of Help Desk and/or phone technical support experience

Responsibilities For Assistant Help Desk Technician Resume

  • Communication Skills (Verbal and Written)Respect for the Customer
  • Training in a technical field OR documented IT experience
  • Experience with maintaining an Active Directory environment (adding, changing user accounts, managing folder permissions, etc.)
  • Customer service experience with emphasis on hardware/software troubleshooting, working with a ticketing system
  • Experience with deployment of new workstations, including the imaging of the PC, the configuration of the desk phone, and setting up all necessary equipment
  • Hands-on experience installing and troubleshooting computers/peripherals/monitors/adapters
  • Experience in using active directory, making technical config changes on backend systems without disruption
  • Validate monitoring alerts, create support tickets as required and execute predefined troubleshooting procedures
  • Experience working with ticketing system (ServiceNow)

Responsibilities For Salesforce Help Desk Technician Resume

  • Knowledge and experience working with a Ticketing system
  • Experience using ticketing systems
  • Technical experience using Microsoft Desktop and Server operating systems and applications
  • Demonstrate understanding of Microsoft Server and Workstation operating systems in a domain based environment
  • Experience and understanding the Win PE imaging process
  • Experience troubleshooting and supporting AutoCAD and Revit
  • Experience working with a help desk ticketing system, preferably Service Now
  • Experience with a ticketing system. They use HEAT Microsoft Service management ticketing system

Responsibilities For Help Desk Technician Nd Shift Resume

  • Experience supporting Windows Operating System
  • Knowledge and experience in working within a ticketing system
  • Experience with various operating systems and computing devices
  • Experience installing and configuring
  • Effective 'debrief' and reporting of service calls that require escalation
  • Track inbound and outbound call metrics as required in order to collect customer service delivery metrics necessary for effective capacity planning

Responsibilities For Summer Student, Help Desk Technician Resume

  • Prioritize tasks according to urgency
  • Experience with SLA’s and service call tracking systems, Remedy, Track-IT, etc
  • Experience in using IT systems and relevant software to log incidents raised
  • Experience providing support in a busy, networked environment
  • Demonstrate the ability to communicate orally and in writing and a positive customer service attitude
  • Experience working in a help desk operation
  • Directly related experience supporting Help Desk operations

Responsibilities For Help Desk Technician Vii-information Technology Services Resume

  • Deliver consistent service to all users of differing skill levels and requirements
  • Experience with Windows Operating Systems and Microsoft Office products
  • Hardware (desktops, laptops, and printers), software and networking experience
  • Experience configuring Windows and Mac OS
  • Knowledge of and experience with Windows 8.1 and Windows 10 operating systems and familiarity with Microsoft Office 2013

Responsibilities For Tier, Help Desk Technician Resume

  • The manager is looking for Junior candidates with light experience but that are passionate to learn and grow
  • Experience providing support Windows OS XP,7,8.1,10
  • Experience with handling technical support calls and tickets
  • Experience supporting MS Exchange
  • Strong knowledge of iSeries operations administration, including third-party iSeries software such as Robot, required

Responsibilities For Level Help Desk Technician Resume

  • Experience working within Microsoft network environment
  • Experience with using Citrix, Windows 7 OS
  • Experience performing user management
  • Experience working with Enterprise Web Applications
  • Experience with operating systems used by the branch
  • Proven integrity and ability to handle confidential matters in a professional manner, applying the appropriate level of judgment and maturity
  • Experience in service ticketing systems is recommended
  • Support Thin Clients, servers, peripherals including but not limited to monitors, keyboards, mice, speakers, external drives, scanners, etc. operate correctly
  • Experience with Incident/Help Desk Tracking tool(s)

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Technical Support and IT Help Desk Resume & LinkedIn Profile Writing Samples

Learn about technical support and help desk resume and linkedin profile examples that deliver more job interviews..

Updated 10/02/23. Study our beneficial technical support and help desk resume and LinkedIn samples. They include achievements that are optimized for ATS scanners, ensuring your job employment application gets read by human resources. Our templates list top hard skills keywords: technical troubleshooting, customer service, ticketing systems, operating systems, computer networks, active directory, hardware, software, SLA.

Technical Support and IT Help Desk Resume & LinkedIn Profile Writing Samples

Technical Support resume example. Click to enlarge.

Technical Support and IT Help Desk Resume & LinkedIn Profile Writing Samples

Technical Support LinkedIn profile example. Click to enlarge.

ATS Friendly Resume Format Explained

Applicant tracking system (ATS) is software job recruiters use to automatically import, scan, filter, and rank resumes submitted when candidates upload them to job postings. ATS cannot read and process documents with fancy formats. A resume with tables, charts, images, two columns, boxes, headers, and footers, will likely be rejected by the ATS before a human sees it. Professional resumes use a simple, text-only format. LinkedIn is the place to add images, videos, articles, and other creative examples of your work.

Good Vs Bad ATS Resume Examples

Technical Support resume layout job recruiters expect:

Format: use reverse-chronological work experience resume format. List your most recent job at the top.

Fonts: use narrow width fonts like Calibri or another sans-serf font like Arial

Heading font-size: 11 or 12-point size

Body text font-size: 10.5 is the standard resume font size, but 10 or 11 are acceptable.

Line spacing: prefer .5 between experiences, but 0 is acceptable.

Resume margins: .5 or .75 inches all around.

Dates: include year and month 01/202-07/2023.

File type: submitting a resume in Microsoft Word is acceptable. A PDF is not required.

Technical Support resume critical parts and sections:

Header: Your contact information.

Headline: One line that summarizes your skills and presumed new job goals

Biography: 5-8 sentence summary of your abilities and accomplishments.

Skills: add your skills that match the jobs you seek in common industry terminology.

Work Experience: your job scope and quantifiable achievements.

Education: degrees, certifications, and certificates.

Explore resume and LinkedIn profile examples for other career functions and industries here .

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12 Best Help Desk Software for 2024

Best Help desk software - proprofsdesk

Try searching for the “best help desk software” on Google, and you will likely get a billion results. 

In a world where every software vendor claims to be the best, thankfully, I haven’t fallen for marketing gimmicks and got to try the best tools on my own. 

Like many others, if you, too, are on the lookout for the right tool for your customer service team, allow me to share the 12 best options with you. 

12 Help Desk Software Systems for Delightful Support 

As a customer service manager, no matter where I work, I’m always tasked with the responsibility of choosing the best tools for my team. 

Over the course of my tenure, I have worked with almost every tool – from open-source solutions to industry-leading help desk software. In addition to my own experience, I have capitalized on review platforms and peer suggestions to create this comprehensive list. 

Let’s explore the unique features and pricing details of these 12 help desk support software. 

1. ProProfs Help Desk – Best for Automated Customer Service

ProProfs Help Desk - Best for Automated Customer Service

I think ProProfs Help Desk does a great job of combining affordability with powerful features, making it the top choice in this list. 

This free help desk software allows my team members to monitor communications across channels like email , live chat, web forms, and the help center. 

The best part? Implementing automation workflows is effortless. I can automate tedious tasks like ticket assignments, survey sharing, notifications and alerts, and more. This effortless automation lightens the workload on my team. 

Additionally, you can build an online knowledge base using pre-designed templates , empowering customers to find solutions independently and lowering ticket volume.

What you’ll like:  

  • Internal notes to seek advice and discuss complex issues with team members
  • Agent roles and permissions to restrict access to the help desk system
  • Intelligent chatbots help you offer uninterrupted, 24/7 assistance to customers 
  • Track ticket response time, resolution time, agent ratings, and other help desk metrics

What you won’t like:

  • A wide array of features can be overwhelming for some users
  • Channel-specific reporting metrics should be added for better insights

FREE for a single user . Plans start at $19.99/user/month for 2 or more users. No hidden fees. A 15-day money-back guarantee.

2. SolarWinds Service Desk – Best for Asset Management

SolarWinds Service Desk - Best for Asset Management

Image Source: SolarWinds Service Desk

SolarWinds Service Desk is a comprehensive IT service management solution with robust features. 

If you ask me, my favorite is the IT asset management feature that helped us streamline inventory control, offering us insights into hardware and software assets in usage throughout the company. 

The tool also allows businesses to set up a knowledge base quickly. Whether it’s your internal employees or customers, you can empower end-users with self-help resources, reducing support ticket volume. 

Besides this, to date, I find its overall user interface quite outdated. If you are looking for support desk software that looks and feels good, you may want to skip SolarWinds Service Desk. 

  • Service catalog to display all the services on offer
  • Custom roles to determine who can access what features in the help desk system
  • Schedule reports to receive them directly in your inbox
  • Multi-factor authentication (MFA) can be enabled for maximum data security 
  • The UI seems quite outdated and needs improvement
  • The company should offer more support materials like video tutorials to assist first-time users


Starts at $39/user/month 

3. HubSpot Service Hub – Best for Customer Portal

HubSpot Service Hub - Best for Customer Portal

Image Source: HubSpot Service Hub

HubSpot Service Hub was recommended to me by our VP, and within a few days, I was impressed by its customer portal feature. 

HubSpot’s customer portal empowers businesses by providing customers with a centralized platform for seamless interaction. With personalized access, our customers could effortlessly track their support requests, access knowledge base resources, and engage in real-time communication. 

Also, the live chat feature will enable you to route support inquiries and leads to the right agents or departments. This helps you give adequate attention to each website visitor. 

  • HubSpot CRM integration will help you access all important customer information in one place
  • CSAT and NPS surveys to capture customer service feedback
  • Multiple integration options with Mailchimp, Aircall, Google Contacts, etc. 
  • HubSpot Service Hub’s subscription plans are quite expensive 
  • The Single Sign-on feature is only available in the Enterprise Plan

Starts at $450/month 

4. Zendesk – Best for Self-Service  

Zendesk - Best for Self-Service

Image Source:

In my quest for a help desk solution to decrease my ticket volume, a close friend suggested Zendesk. I was immediately captivated by its self-service features.

This renowned platform allowed our customers to access an advanced knowledge base that my team had accumulated over time. We also used the tool to create an online community and a customer portal to further encourage self-service. 

By utilizing Zendesk’s self-service features, your customers can effortlessly locate answers to simple queries in FAQs, self-help articles, video tutorials, etc. This will further allow your agents to focus on high-priority customers and improve the customer experience.

The real game-changer is this – support agents can draw in customer inquiries from almost any channel and leverage the ticket history to respond more quickly with the appropriate context. It’s like having all the necessary resources your need at your disposal.

  • Customer service reports & graphs to track individual and team performance
  • Zendesk’s Android and iOS apps to never miss out on urgent support requests
  • AI-powered bots to automate your customer service process
  • Pre-chat forms help your agents capture relevant details about an inquiry or complaint

What you won’t like: 

  • Zendesk’s subscription plans are quite expensive, making it an unsuitable option for startups or small businesses
  • Ticket file attachment size is limited to just 50 MB


Starts at $55/user/month 

5. Freshdesk – Best for Omnichannel Support

Freshdesk - Best for Omnichannel Support

Image Source: Freshdesk 

Over time, I’ve observed that customers have diverse preferences when reaching out to businesses for support. In this aspect, Freshdesk has performed admirably. 

It serves as an omnichannel solution tailored for the requirements of small to mid-sized businesses. I utilized the tool to engage with customers across various channels like email, phone, live chat, social media, and more.

I could secure customer data and our help desk system by assigning distinct roles and permissions to my agents. Also, if you have field agents, Freshdesk offers valuable features. You can effortlessly track agents’ fieldwork time through a dedicated mobile app and record billable hours automatically.

On the contrary, I wasn’t overly impressed with its customer support team. They took an extended period to address my ticket, resulting in a poor experience.

  • Canned responses to share consistent replies to customer emails 
  • Live chat to offer instant assistance to visitors and existing customers
  • SLA management helps you set deadlines for ticket response and resolution 
  • Automated alerts to keep support reps updated on ticket progress
  • Many online reviews reveal that Freshdesk’s support team is slow to respond at times
  • Attaching images to a help desk ticket can be time-consuming 

Starts at $15/user/month 

6. Zoho Desk – Best for Social Media Service 

Zoho Desk - Best for Social Media Service

Image Source: Zoho Desk

Let me share an eye-opening statistic with you – by the year 2027, there will be a whopping 5.58 billion social media users across the globe. 

So, what does this mean for your business? You need to invest in a help desk system that lets you centralize all social media conversations in one place. This is where Zoho Desk calls for your attention.

While using Zoho Desk around a year back, I realized it seamlessly combined the leading social media platforms, including Facebook, Instagram, and Twitter, with our conventional customer support channels. This allowed us to manage calls, emails, and social media messages from the same interface.

While this sounds great, there is a major drawback I need to share. Zoho Desk’s live chat feature is only available in the Enterprise Plan. So, you will have to pay a lot of extra dollars just to access live chat capabilities. 

  • Custom fields to include additional information on tickets
  • Multi-branded help centers can be created for your different brands
  • Zoho Desk seamlessly integrates with Zoho CRM, helping you offer personalized assistance
  • Time tracking to calculate the time spent on each conversation
  • Some customization features can be overwhelming for new users
  • The live chat feature is exclusively offered in the Enterprise Plan 

Starts at $14/user/month 

7. AzureDesk – Best for an Unlimited Mailbox  

AzureDesk - Best for an Unlimited Mailbox

Image Source: AzureDesk 

If your customer service primarily depends on email, you can try AzureDesk. 

You will be surprised to know that AzureDesk offers an unlimited mailbox, which can encompass all your support-related email accounts (such as billing@, info@, contact@, etc.) in one place. 

I also like how the platform made it easier for my agents to communicate with customers in over 50+ languages. They could easily translate their response text into a foreign language or detect the language of a customer’s reply. 

On the downside, AzureDesk offers a limited range of third-party integrations. This can be a problem if you wish to connect your help desk with some popular business tools. 

  • Customer portal to allow customers to track their requests independently
  • Agent signatures help your team share professional email replies
  • Managers can track the number of tickets generated through different customer service channels
  • Ticket tags to easily search and locate the tickets you need 
  • Integration options are limited to just a few tools
  • There is no feature to build custom chatbots

Starts at $33/user/month 

8. Vision Helpdesk – Best for Mobile Application

Vision Helpdesk - Best for Mobile Application

Image Source: Vision Helpdesk

Unlike many help desk management software available in the market, Vision Helpdesk has a unique advantage. 

I’m quite intrigued by its mobile applications built for different platforms – Android, iOS, and even Windows. 

The native mobile apps from Vision Helpdesk will enable your support agents to access and resolve tickets while on the go. The mobile app provides all the features available in the admin and staff portal, so you don’t miss out on key capabilities.

Besides this, I’m sure you will like the time-tracking feature. With accurate time-based entries, you calculate the total time spent resolving issues and charge your customers accordingly. 

  • SLA management to offer consistent quality service to customers
  • Automated ticket escalations when SLAs are violated
  • Custom email notifications to keep agents and customers updated
  • Ticket auto close can be turned on to automatically close tickets when there is no response from the customer
  • Vision Helpdesk comes with a steep learning curve
  • While there are some options, it’s not that simple to integrate it with other platforms

Starts at $12/user/month 

9. TeamSupport – Best for B2B Service  

TeamSupport - Best for B2B Service

Image Source: TeamSupport 

For any B2B enterprise, losing a single client translates to a potential multimillion-dollar setback. Having utilized TeamSupport, I find it uniquely tailored to the needs of B2B firms. 

As soon as I log in to my account, everything essential—live chat, customer self-service portals, screen recordings, ticket management, and automation—is conveniently consolidated in one place. 

Also, TeamSupport elevates teamwork, fostering a unified approach to handling customer issues across diverse channels. This means seamless collaboration between customer service, sales, technical, and finance teams, ensuring a more efficient and integrated operation. 

  • TeamSupport can be easily connected to your in-house CRM and other developer tools
  • Ticket reminders help agents avoid sharing late responses with customers 
  • Monitor Customer Distress Index (CDI) to minimize churn
  • Shared calendar helps team members view task assignments and dependencies 
  • The agent collision feature is slow to work at times, leading to duplicate responses 
  • More designs for the live chat widget should be available for enhanced branding and customization

Starts at $25/user/month 

10. Deskpro – Best for On-Premise Deployment  

Deskpro - Best for On-Premise Deployment

Image Source: Deskpro

I had the opportunity to use Deskpro’s on-premise version in my last organization, which happened to be a Fortune 500 company. 

In my opinion, Deskpro On-Premise is frequently used by larger organizations equipped with ample IT resources. 

It is possible to achieve maximum availability and performance by hosting it on a multiple-server configuration. Deskpro has a demonstrated ability to scale effectively, catering to the demands of even the busiest customer support teams. 

One thing that stood out to me was the Approvals tab. It makes it easier for anyone to track the status of all their approvals in one place. 

  • Your agents can manage support conversations on WhatsApp and Twitter
  • Automated call distribution to specific agents and departments
  • Custom ticket filters to keep your help desk inbox clutter-free
  • Drag-and-drop file attachments to support tickets
  • There is no feature to build your own chatbot
  • You will have to pay a high one-time fee for the on-premise version

The cloud version starts at $29/user/month. Custom pricing is offered for the on-premise version. 

11. Help Scout – Best for Live Chat 

Help Scout - Best for Live Chat

Image Source: Help Scout

While email is a great channel, I always tell my entrepreneur friends to prioritize live chat for its ability to foster instant connections with customers. 

This is where Help Scout comes to my mind. The tool allowed me to easily view live chat conversations and track the right metrics. 

The best part was that my agents could share help center docs and FAQ pages directly from within the live chat window. This small feature helped us reduce our ticket volume significantly. 

Having said that, I hope Help Scout comes out with their own chatbot soon. 

  • Tags can be used to categorize tickets or trigger automation
  • Saved replies or canned responses will help you reduce response times 
  • Custom fields to add custom data for tickets
  • Help Scout’s Android and iOS mobile apps help you offer support on the go
  • The Standard Plan is limited to just two shared inboxes
  • The platform does not offer a chatbot feature

Starts at $20/user/month 

12. LiveAgent – Best for Ticket Management 

LiveAgent - Best for Ticket Management

Image Source: LiveAgent 

I used LiveAgent as my go-to help desk solution, and it came equipped with a variety of customer communication and organizational tools, such as live chat and a ticket management system. 

With LiveAgent, my agents could access a multichannel interface that supported voice, chat, social media, SMS, and email communication. 

One of the features I appreciate the most is its ticketing system, which can efficiently distribute tickets to agents based on predefined rules. This helped streamline my workflow and ensured that customer inquiries were addressed promptly and effectively.

On the downside, LiveAgent misses out on some key reporting and analytics features. 

  • Canned responses to save your agents from the pain of typing similar responses
  • Built-in contact forms to gather the right information
  • Agents can perform mass actions on tickets for faster issue resolution
  • Real-time typing-view lets you see what customers are typing
  • The Small Business Plan is limited to just 3 email accounts
  • The platform misses out on some important reporting and analytics features

Starts at $9/user/month 

Which Is the Best Help Desk software?

So, after all this back-and-forth, which is the best help desk software? 

I know you really want me to spill the beans here. However, the perfect option for your team would depend on multiple factors, including budget, team size, features needed, and so on. 

To simplify your decision, here are my top 3 picks: 

Option A: ProProfs Help Desk 

As I said before, ProProfs Help Desk’s automation features (at such a nominal price range) make it a top choice. You can automatically assign tickets to agents, communicate with customers on multiple channels, and encourage self-service with a knowledge base. Also, I’m sure you will love its simplistic UI and overall design. 

Option B: Zendesk

If you do not mind spending a decent amount of money on a help desk system, Zendesk can be a good option. The tool allows you to create a vast help center and community forum to promote self-service and reduce ticket volume. 

Option C: Help Scout 

Help Scout is another option that deserves your attention. Your agents can interact with customers via live chat and share relevant links to FAQ pages or articles from within the chat window. 

In the end, I would recommend ProProfs Help Desk for its simplistic UI, powerful automation features, and omnichannel capabilities. If you are still undecided, feel free to take a free trial or product demo of the tool that ticks the most boxes. I wish you and your team good luck! 

Jared Cornell

About the author

Jared cornell.

Jared is a customer support expert. He has been published in CrazyEgg , CoSchedule , and CXL . As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter , Facebook , and LinkedIn

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How to Thrive in the “Skills Economy”

  • David Blake

technical support or help desk resume

Experience can be just as valuable as a college degree.

Many organizations are dropping degree requirements when hiring, and emphasizing experience and skills instead. As a job candidate, you can use this shift to your advantage. Here’s what you need to know.

  • As the emphasis on skill acquisition grows, so do more accessible and affordable learning methods. Among others, methods include online learning platforms that offer industry-specific and skills-based courses, massive open online courses (MOOCs ) , apprenticeships, microcredentials, simulations, and skill-specific bootcamps.
  • You can make it easier for an employer to understand what skills you’re bringing to the table by putting them front and center on your resume. At the top of your resume, include a “Relevant Skills” section with the most role-relevant hard skills put first, and more transferable soft skills placed towards the end.
  • Even if you reviewed the job description thoroughly when crafting your resume, study it again, in-depth, before your interview takes place. If your job requires technical skills, hiring managers will likely test you on them — whether that includes a skills assessment or asking your for examples of how you’ve demonstrated those skills in the past.
  • Stat on top of the skills required to grow in your particular role or industry and seek out the proper training and development support as your career progresses. This effort will support your growth and help you stay relevant and maintain yourself as a strong, promotable performer.

Securing a great job and climbing the career ladder no longer hinges on obtaining a college degree . The Great Recession’s impact in 2008 played a big part in eroding the long-held belief in degrees as a sure path to success. During that time, new grads entering the job market found that having a degree did not necessarily equal well-paying jobs or lasting careers , particularly those in for-profit institutions.

technical support or help desk resume

  • David Blake believes that learning is too important to stay the way it is and has spent his entire career innovating in higher education and lifelong learning. Prior to Degreed, he helped launch a competency-based, accredited university and was a founding team member at Zinch (acquired by Chegg NASDAQ: CHGG).

Partner Center

How to remotely access a computer and fix your family’s IT problems for free

Controlling a computer from across the country can be a lot easier than you may think..

technical support or help desk resume

Maybe a friend’s printer is on the fritz. Or your parents are wondering why their computer is running slower than usual.

These mundane tech issues happen all the time, and I’d be willing to bet you’ve had to troubleshoot one — or asked someone to help you — at least once. But what happens when the people in your life who need hands-on help live too far away for a drop-in?

As it turns out, you may already have access to tools that can help you take control of someone else's computer and fix those problems from afar. Even better, they're free, and a lot easier to use than you might think.

But, as a famous fictional uncle once said, “with great power comes great responsibility.” Once the people in your life find out you can fix some of their computer problems from the comfort of your couch, you may soon find yourself up to your eyeballs in tech support requests. Our advice? Use this power wisely, and maybe set some boundaries.

Things to keep in mind

This may go without saying but the people on both sides of this equation have to be connected to the internet. If the person you’re trying to help remotely doesn’t have an internet connection, you could try walking them through tethering to a compatible iPhone or Android smartphone , if their cellular plan allows for it.

And because the tools we’re going to discuss essentially give you a live video feed of someone else’s computer over the internet, don’t be surprised by the occasional hiccup or bit of lag either — it just happens sometimes.

For Windows PCs

What you need:

  • Two computers running either Windows 10 or 11. (If you regularly use an older version of Windows, we’d strongly recommend you update at some point. Microsoft ended support for Windows 8.1 in January 2023.
  • A Microsoft account (for the person trying to assist someone else)

Getting started:

  • Find and run the Quick Assist app. (The easiest way to do this is type “Quick Assist” into the search bar; you may also have to update the app via the Microsoft Store if you’ve never used it.)
  • Click the “Assist another person” button under the “Give assistance” header, and log into your Microsoft account.
  • Once you’re logged in, you’ll be given a six character code that you’ll share with whomever you’re trying to help. Have them open the Quick Assist app on their end and plug in the code before the 10-minute time limit expires.
  • If you want supervise the person on the other end while they try to work through things themselves, select the “View screen” option. But if you’d rather just do it all yourself, select the “Take full control” option.
  • At this point, the person you’re trying to help has to grant their permission. Once they hit the “Accept” button, you’ll be able to see — and control — their PC.

From here, you can dive right into their computer and make whatever changes you both decide are helpful or needed.

Like Windows, Apple’s Mac computers come with a competent — and free — built-in screen sharing tool. So what’s the catch?

Well, for one, it’s a little tricky to find. You won’t see it in your Mac’s Launchpad or Applications folder. The best way to access it is to open the Spotlight search bar by pressing the Command key and the space bar at the same time, then typing in “Screen sharing.”

Once you’ve successfully launched the app, you’ll need either the remote machine’s host name (which no one ever remembers) or the Apple ID tied to that machine.

Thankfully, there’s an easier way to start using this tool.

  • Two Mac computers running MacOS High Sierra or newer.
  • Apple IDs for both computers.
  • Start — or continue — a conversation in the built-in Messages app with the person whose computer you want to control.
  • Click the icon in the top-right corner that looks like an “i” inside a circle.
  • Click the “share” button, followed by “Ask to Share Screen.”
  • The person on the other end will get a prompt asking them to share their screen. Once they accept your request, they can choose whether to give you full control over their computer — so you can make changes directly — or to just let you observe.

For cross-platform fixes

Maybe you’re a Windows fan, but everyone else you know has a Mac — or vice versa. It’s OK: You can still remotely help out with their computer problems; you just need to look elsewhere for the right tools.

We’ve had the best luck with TeamViewer Remote , a service that’s totally free for personal use. You’ll need to create an account with the company, but once that’s done, a few clicks is all it takes to create a new remote “session” — complete with a link you can send to the person who needs help.

Once they click that link, they’ll be directed to install the TeamViewer client app — if they’re on a Mac, they’ll have to make a few quick changes in System Settings the TeamViewer app can guide them through. After that, they get one last prompt to join the session, and voilà: You’re controlling their computer for them, right from a web browser.

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Manage your Microsoft 365 subscription or Office product

For most Microsoft 365 subscriptions and versions of Office (2013 and later), you need to associate an account with your product. This is the account you use to sign in to and what you use to install or reinstall the apps, or to manage your subscription. Depending on your product, this account can be a personal Microsoft account (such as,,, or a work or school account assigned by someone in your organization.

Note:  Some products purchased through an employee  Microsoft Workplace Discount Program  (formerly known as Home Use Program) benefit or volume license versions (managed by an organization's IT department) might not require an account. The information below doesn't apply to these Office versions or Microsoft 365 subscriptions.

Sign in to the dashboard for your account

Open a desktop app like Word or Excel, or go to .

Tip:  You might be prompted to sign in. Make sure to sign in with the account associated with Microsoft 365 or Office. If you can’t remember which email address you associated with your subscription or Office product, see I can't remember the Microsoft account I use with Microsoft 365 .

From the header, select your Account manager .

Depending on your account type, select  My Microsoft account or  View  account .

Your account dashboard is displayed and what you can do next depends on if you're signed in with a Microsoft account , or a work or school account .

Select the tab below for the type of account you're signed in with.

If you selected My Microsoft account , the Microsoft account dashboard will open. This is where you manage your Microsoft account and any Microsoft products associated with this account.

On the Microsoft account dashboard, select  Services & subscriptions to view all Microsoft products associated with this account. 

For non-subscription versions of Office (such as Office 2013 and later): Find your Office product and select Install . Follow the prompts to install or reinstall the desktop apps.

For Microsoft 365 Family or Personal subscriptions: Select Install premium Microsoft 365 apps and follow the prompts to install or reinstall the desktop apps.

On the Microsoft 365 subscription tab, select Manage . From here you can:

Renew your subscription with a prepaid code or card

Cancel a subscription

For Microsoft 365 Family subscriptions, you can start sharing your subscription, and add or remove people you're already sharing with. If you're not the subscription owner, you can see who's sharing Microsoft 365 with you, or choose to leave the subscription.

If you selected View account , the  My Account dashboard for your work or school account will open. Here you can:

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