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Help Desk Technician Resume Samples

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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

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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

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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

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

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

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

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

or download as PDF

Why this resume works

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

Entry Level Help Desk Resume

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

Help Desk Analyst Resume

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

IT Help Desk Resume

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

Help Desk Technician Resume

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

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

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

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

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

Need some help?

15 top help desk skills

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

Your help desk work experience bullet points

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

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

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

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

See what we mean?

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

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

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

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

3 Tips for Writing a Help Desk Resume With Prior Experience

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

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

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

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

• Career Blog

Help Desk Technician Resume: Examples and Best Practices

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

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

Importance of a Stellar Help Desk Technician Resume

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

Key Skills in Help Desk Technician Resume

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

A. Technical Skills

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

B. Soft Skills

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

C. Analytical/Problem-solving skills

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

D. Communication skills

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

E. Customer Service skills

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

F. Time management

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

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

Formatting Tips for Help Desk Technician Resume

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

A. Importance of Formatting

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

B. Choosing the Right Layout

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

C. Using Standard Sections

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

D. Tips for Non-Standard Sections

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

E. Use of Keywords

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

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

Components of a Help Desk Technician Resume

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

A. Objective Statement

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

B. Summary Section

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

C. Work Experience

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

D. Education

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

E. Skills and Abilities

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

F. Job-Specific Accomplishments

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

G. References

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

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

Examples of Effective Help Desk Technician Resumes

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

Example 1: Help Desk Technician with Limited Experience

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

Example 2: Help Desk Technician with Extensive Experience

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

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

Tips for Writing an Effective Help Desk Technician Resume

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

A. Customize Your Resume to the Job Posting

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

B. Emphasize Relevant Information

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

C. Use Action Verbs and Active Voice

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

D. Avoid Clichés and Overused Phrases

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

E. Proofread and Edit Your Resume

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

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

Best Practices in Help Desk Technician Resume Writing

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

A. Keep your Resume Concise and Readable

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

B. Use Formatting Strategically

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

C. Consider Incorporating an Executive Summary or Objective Statement

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

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

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

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

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

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

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

Victor King

Professional summary.

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

Derek Harris

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

Virginia Taylor

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Table of Content

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

help desk technician Job Descriptions; Explained

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

help desk technician

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

help desk technician Job Skills

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

How to include technical skills in your resume:

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

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

How to include soft skills in your resume:

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

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

How to Improve Your help desk technician Resume

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

Ursa Turner

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

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

How to Optimize Your help desk technician Resume

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

Charles Irving

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

Correct Grammar and Address Gap Years in Your Resume

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

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

help desk technician Cover Letter Example

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

To the Hiring Team at UnitedHealth Group

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

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

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

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

Related Resumes & Cover Letters

Contemporary

Professional

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Helpdesk Technician Resume Sample

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Work Experience

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

Professional Skills

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

How to write Helpdesk Technician Resume

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

• Your contact information
• Work experience
• Skill listing

Contact Information For Helpdesk Technician Resume

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

• First and last name
• Telephone number

Work Experience in Your Helpdesk Technician Resume

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

Representative Helpdesk Technician resume experience can include:

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

Education on a Helpdesk Technician Resume

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

Additional details to include:

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

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

Professional Skills in Helpdesk Technician Resume

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

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

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

List of Typical Experience For a Helpdesk Technician Resume

Experience for it helpdesk technician resume.

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

Experience For Senior Helpdesk Technician Resume

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

Experience For MPS Helpdesk Technician Resume

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

Experience For IT / Technology Services Helpdesk Technician Resume

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

Experience For Junior Helpdesk Technician / Installer Resume

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

Experience For Helpdesk Technician Level Resume

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

Experience For Online Helpdesk Technician Resume

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

Experience For Junior Internal IT / Helpdesk Technician Resume

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

Experience For Helpdesk Technician, Co-op Resume

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

Experience For Tier Helpdesk Technician Resume

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

List of Typical Skills For a Helpdesk Technician Resume

Skills for it helpdesk technician resume.

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

Skills For Senior Helpdesk Technician Resume

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

Skills For MPS Helpdesk Technician Resume

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

Skills For IT / Technology Services Helpdesk Technician Resume

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

Skills For Junior Helpdesk Technician / Installer Resume

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

Skills For Helpdesk Technician Level Resume

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

Skills For Online Helpdesk Technician Resume

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

Skills For Junior Internal IT / Helpdesk Technician Resume

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

Skills For Helpdesk Technician, Co-op Resume

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

Skills For Tier Helpdesk Technician Resume

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

List of Typical Responsibilities For a Helpdesk Technician Resume

Responsibilities for it helpdesk technician resume.

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

Responsibilities For Senior Helpdesk Technician Resume

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

Responsibilities For MPS Helpdesk Technician Resume

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

Responsibilities For IT / Technology Services Helpdesk Technician Resume

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

Responsibilities For Junior Helpdesk Technician / Installer Resume

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

Responsibilities For Helpdesk Technician Level Resume

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

Responsibilities For Online Helpdesk Technician Resume

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

Responsibilities For Junior Internal IT / Helpdesk Technician Resume

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

Responsibilities For Helpdesk Technician, Co-op Resume

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

Responsibilities For Tier Helpdesk Technician Resume

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

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

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• Service Desk Technician Resume Tips

Service Desk Technician Resume Template

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

A service desk technician resolves end-users issues by providing technical support. They can troubleshoot both software and hardware. In addition, they are responsible for software maintenance and ICT security. Therefore, it can be a good idea to mention your proficiency with cyber security in your resume.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your service desk technician resume in 2024,    indicate your competency with task management software..

Most IT departments work with an Agile approach, meaning that they prioritize tasks and complete them in short milestones. This requires strong organizational skills and the help of a task management system. You can mention your familiarity with tools like Jira, ClickUp, or Trello in your resume.

   Mention your ability to work with a large team.

Service desk technicians often collaborate with other IT specialists to resolve issues. You will often work with a large team in the IT department, so it’s important to mention your team work skills in your resume.

We spoke with hiring managers at companies like Geek Squad, IBM, and Accenture to understand what they look for in top Service Desk Technician resumes. Based on their insights and our expertise in resume writing, here are 6 proven tips to make your resume stand out and increase your chances of getting hired.

   Highlight your technical skills

Hiring managers want to see that you have the technical skills needed for the job. Include a skills section on your resume that lists your proficiencies.

Skills to highlight:

• Troubleshooting hardware and software issues
• Knowledge of Windows, Mac, and Linux operating systems
• Familiarity with ITIL and service desk best practices
• Certifications like CompTIA A+, Network+, or ITIL Foundation

Avoid simply listing generic skills like 'customer service' or 'communication'. Instead, give specific examples of your technical abilities that are relevant to the job.

   Quantify your impact with metrics

When describing your work experience, use numbers and metrics to quantify your impact whenever possible. This helps hiring managers understand the scope and results of your work.

Compare these two bullet points:

• Provided technical support to users
• Resolved an average of 50+ support tickets per day while maintaining a 95% customer satisfaction rating

The second example is much stronger because it uses specific numbers to illustrate the volume of work and the positive results achieved.

   Show progression in your career

Hiring managers like to see growth and increasing responsibility in your career. If you've been promoted or taken on additional duties in your service desk roles, make sure to highlight that on your resume.

You can show progression like this:

• Promoted to Senior Service Desk Technician after 2 years, taking on mentoring and training responsibilities for new team members
• Became team lead for a project to implement a new ticketing system, coordinating efforts of 5 technicians

Even if your job title didn't change, emphasize ways you took on more advanced work or made process improvements over time.

   Tailor your resume to the job description

Customize your resume for each job you apply to. Read the job description carefully and make sure the skills and experience you highlight match what the employer is looking for.

For example, if a job posting mentions:

• Experience supporting Salesforce and other SaaS applications

You could include a bullet point like:

• Served as dedicated support liaison for the 150-member Salesforce Sales team, resolving an average of 20 Salesforce-related tickets per week

Tailoring your resume shows the hiring manager you're a strong fit for that specific role.

   Include relevant project experience

Even if you don't have formal work experience, include details about relevant projects you've worked on. This could be an internship, volunteer role, or personal project that relates to service desk work.

Describe the project and your role:

Volunteer Service Desk Technician for XYZ Non-Profit (June 2021 - Present) - Provide remote technical support for a team of 20 staff members - Resolved 100% of basic troubleshooting tickets and escalated complex issues to senior IT staff - Implemented a new process for onboarding new employees' computers and accounts, reducing setup time by 50%

Talking about projects allows you to showcase hands-on experience, even if you don't have paid service desk work on your resume yet.

   Emphasize customer service skills

While technical skills are crucial, service desk technicians also need to be skilled at working with people. Hiring managers want technicians with strong customer service and communication abilities.

Highlight people skills like:

• Communicating technical information in a clear, non-technical way
• Practicing active listening to fully understand users' issues before troubleshooting
• Remaining patient and positive when working with frustrated users
• Responding to tickets with a high degree of empathy and professionalism

You can also include specific examples of how you excelled in customer-facing situations:

Recognized as "Service Desk Technician of the Quarter" for Q1 2022 for receiving the highest customer satisfaction scores (98%+) on post-ticket surveys

By combining technical and customer service skills on your resume, you'll show hiring managers you can handle both the IT and people aspects of service desk roles.

Writing Your Service Desk Technician Resume: Section By Section

  summary.

A resume summary, also known as a professional summary or summary statement, is a brief overview of your skills, experiences, and career goals. It's typically placed at the top of your resume, just below your contact information. While a summary is optional, it can be a powerful tool to grab the attention of hiring managers and recruiters, especially if you're a career changer or have a diverse background that may not be immediately apparent from your work history alone.

When writing your summary, focus on highlighting your most relevant qualifications and experiences for the Service Desk Technician role. Avoid using an objective statement, which is outdated and focuses on what you want from the employer, rather than what you can offer them. Instead, use your summary to provide additional context or details that may not be covered in other sections of your resume.

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

1. Tailor your summary to the service desk technician role

When crafting your summary for a Service Desk Technician position, it's essential to align your skills and experiences with the requirements of the role. Review the job description carefully and identify the key qualifications and responsibilities that the employer is looking for.

For example, if the job description emphasizes problem-solving skills and customer service experience, make sure to highlight these qualities in your summary:

Experienced IT professional with a strong background in troubleshooting and resolving technical issues. Skilled in providing exceptional customer service and communicating complex technical concepts to non-technical users. Seeking to leverage my expertise as a Service Desk Technician to support and enhance the IT operations of a dynamic organization.

Avoid using a generic summary that could apply to any job or industry, like this:

Hardworking and motivated individual with a diverse skill set. Seeking a challenging position that offers growth opportunities.

2. Highlight your technical skills and certifications

As a Service Desk Technician, your technical skills and certifications are crucial to your success in the role. Use your summary to showcase your expertise in relevant technologies, such as:

• Operating systems (e.g., Windows, macOS, Linux)
• Hardware and software troubleshooting
• Network technologies (e.g., TCP/IP, LAN/WAN)
• Remote desktop support tools (e.g., TeamViewer, LogMeIn)
• Ticketing systems (e.g., ServiceNow, Jira)

Additionally, if you have any relevant certifications, such as CompTIA A+, Network+, or ITIL, make sure to mention them in your summary. For example:

CompTIA A+ certified IT support professional with 3+ years of experience in troubleshooting hardware, software, and network issues. Proficient in Windows and macOS environments, as well as remote desktop support using TeamViewer. Committed to providing timely and efficient technical support to ensure optimal user productivity.

  Experience

Your work experience section is the heart of your resume as a service desk technician. It's where you show hiring managers how you've applied your technical skills to solve problems, support customers, and deliver value in past jobs.

In this section, we'll break down the essential tips for writing a work experience section that effectively showcases your service desk technician expertise and lands you more interviews.

1. Highlight your technical support and customer service skills

When describing your service desk roles, emphasize key skills like troubleshooting, problem-solving, and communicating with non-technical users. Mention specific tools, systems, and processes you've used to deliver effective support.

Compare these two examples:

• Responded to customer inquiries and resolved technical issues
• Handled support tickets in a timely manner

Instead, provide more specifics on your support process and technical skills:

• Troubleshot and resolved complex hardware, software, and connectivity issues for 150+ remote users via phone, email, and remote desktop tools
• Maintained 95%+ customer satisfaction rating by communicating technical solutions in clear terms and providing step-by-step guidance

Use numbers and metrics whenever possible to quantify your impact, such as the number of users supported, tickets closed, or satisfaction ratings achieved. This makes your contributions more tangible for hiring managers.

2. Use strong, service desk-specific action verbs

When describing your service desk experience, start each bullet point with a strong action verb that demonstrates your technical and problem-solving capabilities. For example:

• Diagnosed and troubleshot system errors
• Configured hardware components and peripherals
• Resolved network connectivity issues
• Documented technical solutions in knowledge base

Spearheaded migration from legacy ticketing system to new CRM platform, reducing average ticket resolution time by 20%.

Notice how these verbs like "diagnosed", "configured", "resolved", and "documented" are much more specific and relevant to service desk work compared to generic phrases like "helped with" or "worked on".

Avoid using the same action verb to start every bullet point. Vary your language to keep the reader engaged and to highlight different aspects of your service desk skill set. Use online tools like a thesaurus to find strong synonyms.

3. Showcase your career progression and promotions

Hiring managers love to see candidates who have progressed and grown in their service desk career. If you've earned promotions, taken on leadership roles, or expanded your scope of support, make sure to highlight that in your work experience section.

Here's an example of showcasing career growth:

• Promoted from Service Desk Technician I in recognition of strong technical skills and customer service record
• Mentored and trained 5 junior service desk staff on troubleshooting processes and customer communication best practices
• Resolved 20+ support tickets per day on hardware, software, and network issues
• Maintained 98% customer satisfaction rating and consistently met SLA targets

Use our free Score My Resume tool to get instant feedback on your resume based on criteria hiring managers and applicant tracking systems look for. It can help ensure you're highlighting promotions and career progression effectively.

  Education

Your education section is a key part of your service desk technician resume. It shows hiring managers that you have the knowledge and training to excel in the role. Here are some tips to make your education section stand out.

1. Lead with your most recent and relevant degree

Start your education section with your highest or most recent degree, like a Bachelor's in Computer Science or Information Technology. If you have multiple degrees, list them in reverse chronological order.

Here's an example of how to format your degree:

Bachelor of Science in Information Technology University of Texas at Austin, Austin, TX Graduated: May 2020

2. Include relevant coursework for entry-level technicians

If you are a recent graduate or entry-level service desk technician, you may not have a lot of work experience yet. In this case, add a 'Relevant Coursework' section under your degree to highlight classes that relate to the job.

For example:

• Network Administration
• Database Management
• Cybersecurity Fundamentals
• Help Desk Practicum

This shows hiring managers that you have hands-on training in key service desk skills, even if you don't have professional experience yet.

3. Showcase your IT certifications

Certifications demonstrate to employers that you have specialized knowledge. If you have IT certifications, include them in your education section.

Some common certifications for service desk technicians include:

• ITIL Foundation
• Microsoft Certified: Azure Fundamentals

If you have multiple certifications, consider creating a separate 'Certifications' section to make them stand out.

4. Focus on degrees for senior-level positions

If you are a senior-level service desk technician, your education section should be concise. Hiring managers will be more interested in your work accomplishments than your degrees from years ago.

Here's an example of what not to include:

Bachelor of Science in Computer Information Systems ABC University, Anytown, USA Graduated: May 2002 Relevant Coursework: - Intro to Databases - Operating Systems - Network Security - Web Development 101 - PC Hardware and Software GPA: 3.5

Instead, simply list your degree, university, and field of study:

B.S. Computer Information Systems, ABC University

  Skills

Your skills section is one of the most important parts of your resume as a service desk technician. It's where you highlight your technical expertise and show hiring managers that you have the right qualifications for the job. Here are some tips to help you write a strong skills section that will catch the attention of employers.

1. Highlight your technical support skills

As a service desk technician, your primary role is to provide technical support to customers or end-users. Make sure to showcase your skills in this area, such as:

• Providing remote support via phone, email, or chat
• Documenting and tracking support tickets
• Escalating complex issues to higher-level support teams

By highlighting these skills, you demonstrate to hiring managers that you have the expertise needed to excel in a service desk role.

2. Include relevant technical skills and certifications

In addition to your support skills, hiring managers will also be looking for specific technical skills and certifications. Some key areas to focus on include:

• Operating Systems : Windows, macOS, Linux
• Software : Microsoft Office, Salesforce, Zendesk
• Networking : TCP/IP, DNS, DHCP
• Certifications : CompTIA A+, ITIL, HDI-SCA

Including these skills and certifications shows that you have the technical knowledge needed to succeed in a service desk role.

3. Tailor your skills to the job description

One common mistake job seekers make is using the same generic skills section for every job application. Instead, take the time to tailor your skills to the specific job you're applying for.

Many companies use Applicant Tracking Systems (ATS) to automatically screen resumes for relevant keywords. If your skills section doesn't include the right keywords, your resume may get filtered out before a hiring manager even sees it.

Skills: Customer service, Technical support, Troubleshooting, Teamwork, MS Office

While this skills section includes some relevant skills, it's too generic and doesn't include enough specific keywords from the job description. Instead, try something like this:

Technical Skills: Operating Systems : Windows 10, macOS Catalina Software : Salesforce Service Cloud, Zendesk Support Suite Networking : TCP/IP, DNS, DHCP Certifications: CompTIA A+ (220-1001, 220-1002)

4. Quantify your skills where possible

Whenever possible, try to quantify your skills with specific metrics or achievements. This helps hiring managers understand the impact you've had in previous roles.

For example, instead of just listing "Technical support" as a skill, you could say:

Provided technical support to 50+ customers per day, consistently achieving a 95%+ customer satisfaction rating

This gives hiring managers a much clearer picture of your abilities and the value you can bring to their team.

Skills For Service Desk Technician Resumes

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

• Remote Desktop
• Windows Server
• Technical Support
• Software Installation
• Troubleshooting
• Desktop Computers

Skills Word Cloud For Service Desk Technician Resumes

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

How to use these skills?

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• Service Desk Resume Guide & Examples for 2022

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Service Desk Technician Resumes

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1 Service Desk Technician Resume Example for Your 2024 Job Search

Service Desk Technicians are the troubleshooters and problem-solvers of the tech world, always ready to provide solutions and support. Like a well-crafted resume, a Service Desk Technician must quickly diagnose issues and present clear, effective resolutions to the end-user. Both are essential tools in bridging the gap between capability and opportunity, ensuring smooth operations and successful outcomes. In this guide, we'll explore how to construct a Service Desk Technician resume that effectively communicates your technical proficiency and customer service excellence.

Resume Examples

Resume guidance.

• High Level Resume Tips
• Must-Have Information
• Why Resume Headlines & Titles are Important
• Writing an Exceptional Resume Summary
• How to Impress with Your Work Experience
• Top Skills & Keywords
• Go Above & Beyond with a Cover Letter
• Resume FAQs
• Related Resumes

Common Responsibilities Listed on Service Desk Technician Resumes:

• Respond to incoming requests for IT support via phone, email, chat, or in person.
• Troubleshoot hardware and software issues, including desktops, laptops, printers, and mobile devices.
• Log all service desk interactions and document problem resolution steps in a ticketing system.
• Escalate complex issues to higher-level technical staff and follow up on the resolution.
• Assist users with account management tasks such as password resets, user account creation, and access permissions.
• Install, configure, and update software applications, drivers, and operating systems.
• Provide basic training and guidance to users on new systems or software applications.
• Perform routine maintenance tasks for IT systems, such as backups and patch management.
• Monitor IT systems and respond to security or usability concerns.
• Coordinate with vendors for the repair of hardware under warranty or service contracts.
• Assist in the inventory management of IT assets, including tracking and auditing hardware and software licenses.
• Participate in IT projects, such as rollouts of new applications or hardware upgrades.

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Service Desk Technician Resume Example:

• Streamlined the service request process by implementing an automated ticketing system, reducing response time by 40% and increasing customer satisfaction ratings by 30% within the first quarter of deployment.
• Developed and led a workstation optimization project that resulted in a 50% reduction in hardware-related incidents, significantly improving system uptime and employee productivity.
• Orchestrated a company-wide security patch update campaign, achieving 100% compliance within two weeks and enhancing the organization's security posture against potential vulnerabilities.
• Championed a remote support initiative that enabled efficient troubleshooting for off-site employees, leading to a 35% decrease in in-person IT support requests and a 20% increase in resolution speed for remote incidents.
• Conducted comprehensive training sessions on new software tools, resulting in a 25% improvement in user proficiency and a reduction in software-related service tickets by 15%.
• Played a pivotal role in the migration of user accounts to a cloud-based platform, ensuring seamless access to corporate resources and reducing account-related incidents by 40%.
• Resolved an average of 100+ service requests per week, maintaining a resolution rate of 95% within the targeted SLA, thereby upholding the IT department's reputation for reliability and efficiency.
• Facilitated the transition to a new email system for 500+ users, including data migration and user training, resulting in zero downtime and a 10% improvement in reported user experience.
• Implemented a proactive maintenance schedule for IT assets that decreased equipment failure rates by 60%, extending the lifecycle of IT hardware and reducing annual procurement costs by 20%.
• Technical support and troubleshooting
• IT service management (ITSM)
• Knowledge of automated ticketing systems
• Project management
• Hardware and software optimization
• Security patch deployment
• Remote support and virtual assistance
• Training and user education
• Cloud services administration
• Service level agreement (SLA) adherence
• Email system migration and support
• Proactive IT asset maintenance
• Customer service excellence
• Incident management
• Process improvement
• Change management
• Vendor management
• Documentation and reporting
• Team leadership and collaboration
• Time management and prioritization

High Level Resume Tips for Service Desk Technicians:

Must-have information for a service desk technician resume:.

• Contact Information
• Resume Headline
• Resume Summary or Objective
• Work Experience & Achievements
• Skills & Competencies
• Certifications/Training

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Service Desk Technicians:

Service desk technician resume headline examples:, strong headlines.

• These headlines are compelling because they immediately convey the candidate's experience level, areas of expertise, and quantifiable achievements. They reflect the technician's ability to handle demanding work environments, improve efficiency, and ensure system reliability, which are critical competencies that hiring managers seek in Service Desk Technicians.

Weak Headlines

• The headlines lack quantifiable achievements, specific technical skills, and do not mention any unique qualifications or certifications that could set the candidate apart. They are also vague and do not address the level of expertise or the types of environments or industries in which the technician has experience, which are critical details that could attract a hiring manager's attention.

Writing an Exceptional Service Desk Technician Resume Summary:

Service desk technician resume summary examples:, strong summaries.

• These summaries are strong because they each highlight specific achievements and metrics that demonstrate the Service Desk Technician's impact on their previous organizations, such as reducing system downtime and ticket volume. They also showcase a blend of technical skills, industry-specific knowledge, and soft skills like communication and empathy, which are crucial for a role that involves direct interaction with end-users. This combination of quantifiable results and relevant competencies makes these candidates highly attractive to potential employers.

Weak Summaries

• The summaries provided are weak because they are generic and lack specificity. They do not quantify the candidates' experience or achievements, nor do they highlight any specialized skills or certifications that set them apart from other candidates. They fail to mention any metrics or specific technologies that the candidates are proficient in, which are critical details that hiring managers look for in Service Desk Technicians. Additionally, they do not address the candidates' ability to work in fast-paced environments or their experience with particular ticketing systems or ITIL frameworks, which are often key aspects of the role.

Resume Objective Examples for Service Desk Technicians:

Strong objectives.

• These objectives are strong for up-and-coming Service Desk Technicians because they highlight the candidates' enthusiasm for technology, relevant education, and certifications, as well as their commitment to customer service. They demonstrate a clear understanding of the role's requirements and express a desire to apply their skills to contribute positively to the hiring organization, which is appealing to employers looking for proactive and goal-oriented team members.

Weak Objectives

• These objectives are weak because they are vague and fail to convey the candidate's specific qualifications, technical skills, or areas of expertise. They also lack measurable achievements or experiences that could set the candidate apart from others. Additionally, they do not address how the candidate's contributions could benefit the potential employer, which is a key aspect that hiring managers look for in a resume objective.

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• Highlight your problem-solving skills by detailing specific technical issues you've resolved, including the complexity of the problems and the solutions you implemented.
• Quantify your impact by mentioning the volume of support tickets you've handled or the percentage of issues you've resolved on the first call/contact.
• Emphasize your proficiency with various help desk software and tools, such as ticketing systems, remote support software, and knowledge bases, and how you've used them to improve service efficiency.
• Showcase your communication skills by describing how you've effectively communicated technical information to non-technical users, ensuring customer satisfaction and understanding.
• Illustrate your role in any team-based initiatives, such as contributing to a reduction in average ticket resolution time or improving the service desk's customer satisfaction scores.
• Detail any training or mentoring you've provided to new team members or how you've contributed to the development of service desk procedures and documentation.
• Discuss any involvement in IT projects beyond the service desk, such as system upgrades or rollouts, and how you supported these from a service perspective.
• Include any certifications or ongoing education you've completed that are relevant to the role, such as CompTIA A+, ITIL, or Microsoft Certified Professional, to demonstrate your commitment to professional development.
• Mention any recognition you've received for outstanding service, such as 'Employee of the Month' awards or positive feedback from customers and peers.
• Ensure that the language you use is aligned with the job description, incorporating keywords and phrases that are common in the industry and relevant to the service desk technician role.

Example Work Experiences for Service Desk Technicians:

Strong experiences.

• Resolved an average of 30+ technical support tickets per day, maintaining a 98% customer satisfaction rating and consistently exceeding the service level agreement (SLA) response time by 20%.
• Developed and maintained a comprehensive knowledge base, reducing ticket resolution time by 35% and empowering users to self-resolve recurring issues, which decreased overall ticket volume by 15%.
• Championed the adoption of remote support tools, enabling the service desk to increase first-call resolution rates by 40% and reduce the need for in-person support, saving the company an estimated $50,000 annually in operational costs.
• The experiences listed for the Service Desk Technician are impactful because they demonstrate a high level of customer service, initiative in improving support processes, and a focus on cost-saving measures. Each example includes specific metrics that quantify the technician's achievements, such as customer satisfaction ratings, ticket resolution improvements, and financial savings, which are key indicators of their effectiveness and efficiency in the role. This data-driven approach to describing work experience is compelling to hiring managers as it provides clear evidence of the candidate's ability to deliver results and contribute positively to the organization.

Weak Experiences

• Assisted users with troubleshooting common software issues, ensuring they could return to work with minimal downtime.
• Documented incident resolutions in the service desk system to keep a record of user interactions and solutions provided.
• Participated in weekly team meetings to discuss ongoing issues and share knowledge with colleagues.
• Provided technical support over the phone and via email, addressing a variety of user problems with company software and hardware.
• Helped with setting up new workstations for employees, including installing necessary software and ensuring network connectivity.
• Contributed to the maintenance of the internal knowledge base by adding new solutions and updating existing documentation.
• Responded to service desk tickets in a timely manner, aiming to resolve user issues quickly and efficiently.
• Collaborated with other IT departments to escalate complex issues that could not be resolved at the first level of support.
• Conducted basic training sessions for staff on new software applications and updates to existing systems.
• The examples provided are weak because they are vague and do not convey the scope or scale of the technician's responsibilities and achievements. They lack specific details such as the number of users supported, the complexity of issues resolved, or the impact of their actions on reducing downtime or improving system efficiency. To strengthen these bullet points, the candidate should include metrics and statistics to quantify their work, use more descriptive action verbs, and highlight any unique contributions or improvements they made to the service desk operations.

Top Skills & Keywords for Service Desk Technician Resumes:

Top hard & soft skills for service desk technicians, hard skills.

• Technical Support and Troubleshooting
• Knowledge of Operating Systems (Windows, macOS, Linux)
• Understanding of Network Fundamentals (TCP/IP, DNS, DHCP)
• Proficiency in Help Desk Software (e.g., Zendesk, ServiceNow)
• Hardware Installation, Configuration, and Repair
• Software Installation and Configuration
• Active Directory Management
• IT Service Management (ITSM) Principles
• Remote Desktop Support
• Incident and Problem Management
• Customer Service Skills
• IT Security Best Practices

Soft Skills

• Communication Skills
• Problem-Solving Abilities
• Patience and Understanding
• Customer Service Orientation
• Active Listening
• Empathy and Compassion
• Adaptability and Flexibility
• Teamwork and Collaboration
• Time Management and Prioritization
• Conflict Resolution
• Stress Tolerance and Composure
• Technical Aptitude and Learning Agility

Go Above & Beyond with a Service Desk Technician Cover Letter

Service desk technician cover letter example: (based on resume), resume faqs for service desk technicians:, how long should i make my service desk technician resume.

The ideal length for a Service Desk Technician resume is typically one to two pages, depending on your experience and the depth of your technical skills. Here's how to ensure your resume is both concise and comprehensive: **Relevance is key:** Focus on including experience and skills that are directly related to the role of a Service Desk Technician. Highlight your technical proficiencies, problem-solving abilities, and customer service experience. Prioritize your most recent and relevant positions and consider omitting older or less pertinent roles. **Be succinct:** Use clear, concise language to describe your responsibilities and achievements. Bullet points can help organize information and make it easier for hiring managers to scan. For each role, include key accomplishments that showcase your ability to support and resolve technical issues efficiently. **Quantify your impact:** Whenever possible, use numbers to quantify your successes. For example, mention how many tickets you resolved daily or the percentage by which you increased customer satisfaction. This provides concrete evidence of your effectiveness in the role. **Tailor your resume:** Customize your resume for each application, emphasizing the skills and experiences that align with the job description. This not only shows that you're a good fit for the position but also helps keep your resume length in check by removing less relevant details. **Education and certifications:** Include your relevant educational background and any certifications that are important for a Service Desk Technician, such as CompTIA A+ or ITIL® Foundation. If you have many certifications, consider listing only the most recent or significant ones to save space. **Professional layout:** Use a clean, professional layout that allows for white space. This improves readability and ensures that your resume doesn't appear cluttered, allowing key points to stand out more effectively. In summary, aim for a one-page resume if you have less than 10 years of experience or are new to the field. If you have a longer career history or extensive technical expertise, a two-page resume is acceptable to cover your qualifications adequately. Always remember that the quality of the content is more important than the quantity, so every item on your resume should be there for a reason.

What is the best way to format a Service Desk Technician resume?

The ideal resume format for a Service Desk Technician should be structured to highlight your technical skills, experience in customer support, and ability to solve problems efficiently. Here's how to craft a resume that stands out: **Clear and Professional Layout:** Choose a clean, professional layout that allows for easy navigation. Avoid clutter and use white space effectively to separate different sections of your resume. **Contact Information:** At the top, clearly list your name, phone number, email address, and LinkedIn profile (if applicable). Make sure your contact information is accurate and professional. **Summary or Objective:** Start with a brief summary or objective that outlines your career goals and what you bring to the table. This should be a concise statement that captures your core competencies and enthusiasm for customer service. **Technical Skills Section:** Create a dedicated section for your technical skills. List the systems, software, and tools you are proficient in, such as ticketing systems, remote desktop support, and knowledge of various operating systems and hardware. **Professional Experience:** List your work experience in reverse chronological order, starting with your current or most recent job. For each position, include your job title, the company name, and the dates of employment. Use bullet points to detail your responsibilities and achievements, focusing on those that demonstrate your problem-solving abilities, customer service skills, and technical knowledge. **Achievements and Metrics:** Whenever possible, quantify your achievements with metrics. For example, mention how you improved ticket response times or customer satisfaction scores. This provides concrete evidence of your impact in previous roles. **Education and Certifications:** Include your educational background, starting with the highest level of education attained. Also, list any relevant certifications that pertain to the role of a Service Desk Technician, such as CompTIA A+, ITIL, or Microsoft Certified Professional. **Professional Development:** If you have attended workshops, seminars, or courses that have enhanced your skills as a Service Desk Technician, include these in a separate section. This shows your commitment to staying current in your field. **Optional Sections:** Depending on your experience, you may also want to include sections for volunteer work, languages spoken, or any relevant projects that showcase your abilities. Remember, the goal is to create a resume that is not only informative but also easy to read. Use a standard, professional font and ensure that your formatting is consistent throughout the document. Tailor your resume to the job description, emphasizing the skills and experiences that are most

Which Service Desk Technician skills are most important to highlight in a resume?

As a Service Desk Technician, it's important to highlight keywords and action verbs that showcase your technical skills, customer service abilities, and experience in IT support. Here are some keywords and action verbs to consider incorporating into your resume: Keywords: - Technical Support - Help Desk - Customer Service - Troubleshooting - Ticketing Systems (e.g., JIRA, ServiceNow) - ITIL Framework - Network Support - Hardware/Software Installation - User Training - Incident Management - Problem Resolution - SLA (Service Level Agreement) - Remote Support - Active Directory - VPN (Virtual Private Network) - Operating Systems (e.g., Windows, macOS, Linux) - Cybersecurity - Data Backup and Recovery - Patch Management - Documentation Action Verbs: - Resolved - Diagnosed - Managed - Assisted - Implemented - Configured - Supported - Trained - Upgraded - Monitored - Streamlined - Coordinated - Communicated - Documented - Facilitated - Collaborated - Delivered - Enhanced Remember to use these keywords and action verbs in the context of your achievements and responsibilities. For example, rather than saying "Responsible for troubleshooting," you could say "Diagnosed and resolved complex network issues, reducing system downtime by 20%." This not only demonstrates your skills but also quantifies your impact. Tailor your resume to the job description, as some employers may use applicant tracking systems that scan for specific keywords related to the position.

How should you write a resume if you have no experience as a Service Desk Technician?

Crafting a resume as an aspiring Service Desk Technician without direct experience can be a challenge, but with the right approach, you can present yourself as a strong candidate. Here’s how to structure your resume to highlight your potential: Focus on Transferable Skills: Identify and emphasize skills from other jobs or life experiences that are relevant to a Service Desk Technician role. These might include customer service, problem-solving, communication, technical troubleshooting, and the ability to work under pressure. Provide examples of how you've used these skills in past experiences. Highlight Technical Proficiency: Even if you haven't worked in a service desk environment, any technical skills you possess are valuable. List any IT-related knowledge you have, such as familiarity with operating systems (Windows, macOS, Linux), software applications, hardware components, or networking basics. Showcase Educational Background: Include any IT or computer science-related education, even if it's not complete. If you've taken courses in IT support, network administration, or any other relevant field, make sure to list them. Certifications, such as CompTIA A+ or ITIL Foundation, can also significantly boost your resume. Detail Relevant Projects or Volunteer Work: If you've completed any projects or volunteered in roles that required technical support skills, describe these experiences. Explain the tasks you performed, the technologies you used, and the outcomes of your efforts. Demonstrate a Commitment to Learning: Service Desk Technicians need to stay current with technology trends and best practices. Mention any self-study, online courses, webinars, or workshops you've attended that relate to IT support and service management. Include Soft Skills: Service Desk Technicians must have excellent interpersonal skills. Highlight your ability to listen, empathize, and communicate effectively with users. If you have experience in customer-facing roles, draw parallels to how those skills will help in providing excellent IT support. Quantify Achievements: Whenever possible, use numbers to quantify your achievements in previous roles. For example, if you improved customer satisfaction in a retail job, mention the percentage increase. This demonstrates your impact and effectiveness. By focusing on these areas, you can create a compelling resume that showcases your readiness to transition into a Service Desk Technician role, despite not having direct experience in the field. Remember, your goal is to show potential employers that you have a solid foundation of skills and the eagerness to learn and grow in the IT support domain.

Compare Your Service Desk Technician Resume to a Job Description:

• Identify opportunities to further tailor your resume to the Service Desk Technician job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Related Resumes for Service Desk Technicians:

Service desk technician resume example, more resume guidance:.

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Service Desk Technician Resume Examples

Are you looking to break into the service desk technician field and take your IT career to the next level? A strong resume is essential to get the job you want. This guide will provide you with tips on how to write a standout service desk technician resume. With examples and best practices, you will be able to create a resume that demonstrates your experience and qualifications to help you stand out from the competition.

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Service Desk Technician

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

I am an experienced and certified Service Desk Technician with a strong background in customer service and problem solving. I have extensive experience in computer system support and maintenance, help desk support, and troubleshooting. My technical abilities and excellent customer service skills make me an ideal candidate. I am confident that I can provide the highest level of customer service and technical support.

Core Skills :

• Advanced knowledge of computer systems and hardware
• Comprehensive understanding of computer networks
• Proficiency in troubleshooting and problem solving
• Ability to maintain system and network security
• Ability to respond to customer inquiries in a timely manner
• Excellent customer service skills
• Ability to work independently and in a team setting

Professional Experience : Service Desk Technician, ABC Company, June 2020 – Present

• Provide technical support to customers via telephone, email, and chat
• Resolve customer inquiries in a timely and effective manner
• Troubleshoot and resolve computer hardware and software issues
• Monitor system performance and make improvements when necessary
• Maintain system security and ensure data integrity
• Develop and maintain user accounts

Education : BS in Computer Science, XYZ University, 2016 – 2020

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Service Desk Technician Resume with No Experience

• A motivated professional seeking an entry- level position as a Service Desk Technician.
• Able to provide excellent customer service and technical support.
• Possess strong problem solving and communication skills.
• Customer Service
• Technical Troubleshooting
• Computer Networking
• Technical Writing
• Active Listening
• Knowledge of System Operation

Responsibilities

• Provide technical assistance to customers via telephone, email and in person
• Troubleshoot and identify hardware and software issues
• Research and diagnose technical problems
• Follow up with customers to ensure issue resolution
• Document customer interactions in ticketing system
• Provide customer feedback to appropriate team members
• Maintain records of all customer interactions and transactions
• Work with other technical team members to ensure timely resolution of all customer issues

Experience 0 Years

Level Junior

Education Bachelor’s

Service Desk Technician Resume with 2 Years of Experience

A motivated and organized Service Desk Technician with 2 years of experience looking for a role to grow my skills and develop my career. Skilled in customer service, problem solving and delivering a high standard of customer service. Possesses excellent communication and interpersonal skills, as well as a basic understanding of technical concepts.

• In- depth knowledge of troubleshooting systems and software
• Proficient in customer service, problem solving and multitasking
• Highly organized and efficient in managing customer queries
• Ability to work both independently and collaboratively
• Strong communication and interpersonal skills

Responsibilities :

• Providing exceptional customer service, answering customer queries and solving issues
• Troubleshooting and resolving customer technical problems
• Maintaining customer records and tracking customer issues
• Identifying customer needs and providing information and solutions
• Analyzing customer service trends to improve customer experience

Experience 2+ Years

Service Desk Technician Resume with 5 Years of Experience

Service Desk Technician with 5 years of experience in providing excellent technical service and support. Dedicated to resolving customer issues quickly and efficiently. Possesses strong communication, problem solving, troubleshooting and customer service skills. Experienced in working on both Windows and Mac operating systems.

• Customer service
• Troubleshooting
• Technical support
• Computer hardware setup
• Network connectivity
• Software installation
• Windows and Mac OS
• Data backup
• Provided customer service to clients regarding technical problems
• Diagnosed and resolved complex technical issues
• Installed, configured, maintained and repaired hardware and software
• Performed system backups, restores and virus scanning
• Configured and troubleshot network issues
• Tested and evaluated new programs and systems
• Created and maintained user accounts and passwords
• Assisted with the maintenance and operation of the computer system.

Experience 5+ Years

Level Senior

Service Desk Technician Resume with 7 Years of Experience

Highly- disciplined, reliable, and resourceful Service Desk Technician with 7 years’ IT experience in providing technical assistance to users and troubleshooting IT issues. Adept in responding to inquiries through emails, phone calls, and instant messaging or in- person. Possess excellent communication, problem- solving, organizational, and customer service skills.

• Microsoft Office Suite
• Active Directory
• Computer and Printer Troubleshooting
• Hardware Diagnostics
• VPN Support
• Data Backup and Recovery
• Provide technical assistance to end- users speedily and efficiently
• Respond to customer inquiries related to software and hardware issues in a timely manner
• Assist users to install operating system, hardware and software components
• Resolve all technical issues regarding printers, routers, network connections, and other computer peripherals
• Perform hardware and software maintenance, upgrades, repairs, and reconfiguration
• Backup and restore files, databases, and software applications
• Monitor system performance and security logs
• Identify and analyze potential problems and provide appropriate solutions
• Perform system diagnostics and troubleshooting, as needed

Experience 7+ Years

Service Desk Technician Resume with 10 Years of Experience

A results- oriented, customer service- focused Service Desk Technician with 10 years of experience in providing outstanding technical support. Skilled in troubleshooting computers, printers, networks, and other technical equipment, as well as quickly resolving support requests from customers. Possesses a wide range of technical knowledge, excellent communication skills, and the ability to work independently and as part of a team.

• System Analysis
• Hardware and Software Installation
• Networking and Printer Troubleshooting
• Customer Support
• Documentation
• Problem- solving and Conflict Resolution
• Answering support calls from customers and providing technical assistance
• Diagnosing and troubleshooting hardware and software issues
• Installing and configuring computer systems, printers, and networks
• Identifying and resolving network or security issues
• Developing and maintaining technical documentation
• Ensuring all customer service requests are resolved in a timely manner
• Training customers on the use of software and hardware applications
• Responding to customer inquiries in a professional and courteous manner

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Desk Technician Resume with 15 Years of Experience

I am a highly experienced Service Desk Technician with 15 years of experience in resolving customer queries, troubleshooting technical issues and providing quality IT support. I have excellent written and verbal communication skills; possess a commitment to providing customer service excellence and have a strong knowledge of different technical systems and platforms. I am also adept at developing procedures, training users and working within SLAs.

• Comprehensive knowledge of technical systems, platforms and applications
• Outstanding customer service and problem- solving abilities
• Strong expertise in identifying and resolving technical issues
• Proven ability to train users on new systems and applications
• Proficient in developing processes, procedures and policies
• Demonstrated success in meeting SLAs and deadlines
• Providing technical IT support to users in order to resolve queries promptly
• Diagnosing and troubleshooting technical issues to ensure quick resolution
• Assisting users with installation and configuration of new equipment and software
• Developing processes, procedures and SLAs to optimize service levels
• Training users on new systems, applications and platforms
• Maintaining records and reports of customer interactions and technical solutions

Experience 15+ Years

Level Director

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

What should be included in a Service Desk Technician resume?

When you’re applying for a Service Desk Technician role, you want to make sure that your resume is comprehensive and detailed. A great Service Desk Technician resume should include the following:

• Education and Certifications: Include any IT certifications that are relevant to the job you’re applying for.
• Work Experience: Any relevant experience that is applicable to the job you’re applying for should be included.
• Skills: Include any technical skills that are pertinent to the job, such as knowledge of operating systems, troubleshooting, and customer service.
• Professional Summary: A brief paragraph that outlines your experience and skills.
• Projects: List any projects that you have completed that are related to the position.
• Additional Skills: Include any additional skills or qualifications that you possess, such as familiarity with different software programs.
• References: List any references that you have.

By including all of the above information on your Service Desk Technician resume, you can ensure that you have a comprehensive and detailed resume that will give you the best chance of landing the job.

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

A Service Desk Technician resume should include a summary that highlights your experience in providing technical support to end users. When writing your summary, make sure to include your expertise in troubleshooting technical issues, your ability to communicate effectively with customers and coworkers, and your experience in resolving customer inquiries in a timely and efficient manner. Additionally, you should mention any special skills that you possess such as knowledge of multiple operating systems, familiarity with help desk software, or specialized training in a particular field. Your summary should demonstrate that you are a reliable and knowledgeable technician who is well-versed in providing excellent customer service.

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

A career in service desk technician is an attractive option for those who want to work in the IT sector. Service desk technicians provide essential customer service and technical support to customers, troubleshooting any technical issues they may encounter. As such, crafting an effective resume objective is essential to stand out from the competition.

When creating an objective statement for a service desk technician resume, it is important to highlight your technical proficiency, customer service and problem-solving skills. Here are some examples of effective objectives for a service desk technician resume:

• Highly motivated and certified service desk technician with 5+ years of experience in providing excellent customer service and troubleshooting complex technical issues.
• Seeking a challenging role as a service desk technician, utilizing my technical and customer service skills to provide quality support to customers.
• Dedicated service desk technician with a track record of successfully resolving customer issues in a timely and accurate manner.
• Experienced service desk technician looking for a role where I can use my technical and customer service skills to ensure customer satisfaction.
• Results-oriented service desk technician with 10+ years of experience in IT support, seeking an opportunity to leverage my problem-solving expertise in a service desk role.

These examples provide just a few ideas to help create an effective and targeted objective statement for a service desk technician resume. Crafting a targeted and concise statement is a great way to showcase your skills and make your resume stand out from the competition.

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

Writing a resume for a Service Desk Technician position requires highlighting the most relevant skills and abilities for the role.

Including the relevant skills on your resume is an effective way to ensure that you are considered for the position.

Here are some skills you can list on your resume for a Service Desk Technician role:

• Problem Solving: Ability to identify and troubleshoot technical and application problems.
• Customer Service: Exceptional skills in delivering customer service, including the ability to respond to inquiries quickly and accurately.
• Knowledge of Software: Working knowledge of commonly used software, including Microsoft Office and other relevant programs.
• Communication: Excellent written and verbal communication, with the ability to effectively communicate technical concepts and ideas.
• Multitasking: Ability to handle multiple tasks simultaneously and effectively.
• Attention to Detail: Ability to provide accurate and detailed information to customers.
• Technical Support: Familiarity with providing technical support via phone, email, or other communication channels.

By including these skills on your resume, you can showcase your competencies and qualifications to potential employers and demonstrate your value as a Service Desk Technician.

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

When creating a resume for a Service Desk Technician position, it is important to showcase the skills that make you the ideal candidate for the job. Here are some skills employers may be looking for when considering Service Desk Technician applicants:

• Technical Knowledge: You should have a strong technical background with the ability to troubleshoot and resolve IT issues. Knowledge of computer hardware, software, and networking is essential.
• Customer Service: Service Desk Technicians need to be customer service-oriented and be able to provide help desk support to customers. Good communication skills and the ability to remain professional and courteous are essential in this role.
• Problem Solving: Service Desk Technicians need to be able to think on their feet to solve customer problems quickly and efficiently. The ability to troubleshoot complex IT issues and find solutions is essential.
• Time Management: Service Desk Technicians need to be able to manage their time effectively in order to resolve customer issues in a timely manner. The ability to prioritize tasks and manage multiple customers simultaneously is important.
• Documentation: Service Desk Technicians need to be able to document customer interactions and IT issues accurately in a timely manner.

By including these skills on your resume, you will be able to showcase your qualifications for a Service Desk Technician position and make yourself a more attractive job candidate.

Key takeaways for an Service Desk Technician resume

If you are a Service Desk Technician, your resume should include key takeaways that can clearly demonstrate your skills and experience. Here are some important points to consider when creating your resume:

• Demonstrate technical expertise. Make sure your resume highlights your technical expertise and any certifications you have obtained, such as A+, Network+, or Microsoft Certified Systems Administrator.
• Showcase customer service skills. Service Desk Technicians often have to assist customers and demonstrate strong customer service skills. Include any experiences you have had working in customer service roles on your resume.
• Highlight troubleshooting abilities. Troubleshooting is an important part of the job for a Service Desk Technician, so make sure to highlight any relevant troubleshooting experience you have had.
• Detail your experience with various software and hardware. As a Service Desk Technician, you will likely be using various software and hardware on a regular basis. Include any experience you have with these on your resume.
• Include soft skills. Soft skills are important for Service Desk Technicians, such as excellent communication, problem-solving, and time management. Make sure to include any of these skills in your resume.

These key takeaways are essential for any Service Desk Technician’s resume. Make sure to include them to help you stand out from the competition and get the job you want.

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