Help Desk Support Specialist Resume Sample
Boyd Smith
5609 Payton Streets,
Detroit,
MI
+1 (555) 979 5107
Work Experience
Help Desk Support Specialist
12/2016
-
PRESENT
Los Angeles, CA
- Provide quality friendly service to (BOEM)’s employees in all assigned tasks, while upholding (BOEM) values at all times
- Access software updates, drivers, knowledge bases, and FAQ’s resources on the Intranet to assist with end users issues
- Person, phone, and e
- Mail. Apply basic principles, theories, and concepts to job assignments. Exhibit technical and operational proficiency in solving problems of moderate complexity. Contribute to the completion of projects and programs in area of expertise
- Knowledge of SharePoint O365 services and capabilities
- Provide in-depth technical support and training to users and other IT technicians
- Provide positive customer user support
Help Desk Support Specialist Tier
04/2013
-
11/2016
Phoenix, AZ
- Provide end user support for PC hardware, peripherals, and software through the Silgan support system
- Setup and instruction of Apple iOS and Android mobile devices
- Manage computer virus protection
- Install, configure and maintain personal computers, network cabling, and other related equipment, devices, and systems
- Install, add, upgrade and configure printers, copiers and related equipment
- Assist users in optimizing use of computing systems
- Provide quality desktop support to end users including complex support for hardware, software, printing and applications by following written procedures and applying past experiences to either walk the user through a solution and/or connect to their computer remotely to solve their case
- Provide dedicated support to executives and more difficult users
Senior Help Desk Support Specialist
08/2006
-
01/2013
Phoenix, AZ
- Close most cases on initial contact
- Escalate more complex cases to the relevant Tier II internal and/or external support team(s), as needed
- Log all calls in the case management tracking system
- Provide necessary end user training/advice
- Document and communicate status in a timely manner
- Modify and/or enhance existing procedures
- We’ve been named a Best Place to Work by the Washington Post
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives
Education
University of Sioux Falls
2002 - 2006
Bachelor's Degree in Computer Science
Professional Skills
- Demonstrated oral and written communication skills, problem-identification and problem-solving skills
- Strong trouble-shooting and support skills (Real World IT, Desktop & Laptop support experience required)
- Demonstrated working knowledge of moderately complex hardware and software products and problem solving/troubleshooting skills
- Excellent customer service and team-oriented skills
- Have excellent verbal communications phone skills
- Excellent customer service and interpersonal skills; good telephone etiquette
- Listening skills that include the ability to actively listen and patiently wait to speak
How to write Help Desk Support Specialist Resume
Help Desk Support Specialist role is responsible for customer, software, troubleshooting, communications, research, training, mainframe, finance, integration, database.
To write great resume for help desk support specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Help Desk Support Specialist Resume
The section contact information is important in your help desk support specialist resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Help Desk Support Specialist Resume
The section work experience is an essential part of your help desk support specialist resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous help desk support specialist responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular help desk support specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Help Desk Support Specialist resume experience can include:
- Excellent time/personal management skills are necessary
- General troubleshooting skills for both workstation and servers required
- Good understanding and basic experience with Microsoft Active Directory
- One year of call center/help desk experience or equivalent demonstrated technical abilities
- Demonstrated Experience with Advanced Driver Configurations
- Providing excellent customer service while responding to customer technical issues
Education on a Help Desk Support Specialist Resume
Make sure to make education a priority on your help desk support specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk support specialist experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Help Desk Support Specialist Resume
When listing skills on your help desk support specialist resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical help desk support specialist skills:
- Possess effective troubleshooting skills to resolve complex issues
- Demonstrate sound troubleshooting skills and follow the majority of problems through to resolution
- Experience working with engineering, network and software teams; - Experience in troubleshooting problems; -
- Prior experience using call tracking/case management and remote desktop support software
- Voice skills that are pleasant, professional, clear and easy for one to understand. This includes the ability to communicate using correct grammar
- Demonstrated on-the-job experience providing end user support for a program’s web applications
List of Typical Experience For a Help Desk Support Specialist Resume
1
Experience For Help Desk Support Specialist Tier Resume
- Proven ability using and supporting pertinent software applications such as
- Experience in desktop and networking support
- Solid understanding of IT concepts and help desk software required
- Provides efficient and effective client services by
- Experience in a high volume IT call center environment
- Build scan templates and setup scanning
2
Experience For IT Help Desk Support Specialist Resume
- Provide Level I and II support remotely via phone, using remote tools, or onsite
- Install hardware and peripheral components like docking stations, printers, keyboards and monitors
- Develop and conduct various training and instruction for end users on OS and other applications
- Documents issues and resolution on tracking system
- Work with minimal supervision and take initiative in pursuing position responsibilities and department goals
3
Experience For Senior Help Desk Support Specialist Resume
- Establish a positive working relationship with internal and external customers
- Establish a positive working relationship with hourly production employees and IT staff
- Knowledge of Operating Systems software required
- Proficient with Windows XP, 7, 8.1, and iOS operating systems
- Install equipment either remotely or at the customers site
- Configure MFP's with customer network settings
4
Experience For Help Desk / Support Specialist Resume
- Install print drivers on network servers and PC workstations
- Load MFP software on the network server and customer workstations
- Load meter software on customer site
- Support assigned software solutions
- Troubleshoot software and hardware failures
- Setup HP desktops, laptops, thin clients and Microsoft Surface Pro units
- Assist in special product-related issues as needed
- Shift work could apply
5
Experience For Sharepoint Help Desk Support Specialist, Mid Resume
- Track support level and customer satisfaction metrics; Ensure the support SLA's are being achieved and exceeded; Identify opportunities to improve metrics and team efficiency based on results of reporting and analytics
- Conduct quality & product usage checks to ensure partner & product satisfaction expectations are being satisfied for partners and that a high level of service is being delivered
- Maintain issues logs and status reports within internal tracking system (ServiceNow)
- Able to replicate reported issues in a test environment and summarize issues accurately and succinctly in QA steps; develop and execute robust and creative test case scenarios
- Collect, understand, and articulate basic to complex partner requirements and understand how to translate business requirements into configuration options and business process changes
- Help the end-users understand the products and reduce the load on the help desk after the deployment
- Sense of urgency due to a high call volume
- Maintains all server room and lab environments in an organized fashion
- Knowledge of and experience with the following technologies is essential: Windows 2003 Server Windows 2008 Server Windows 2012 Server Active Directory and Group Policies TCP/IP networking Citrix Administration
6
Experience For Help Desk Support Specialist, Mid Resume
- Provide customer service to “Internal” customers by logging calls and assisting with the support of the Bank’s desktop hardware, software, peripherals, applications, and additional support according to IT Best Practices and internal SLGs
- Act as “first-line” call support to the Desktop and Network Support Areas. Assign and document work orders according to standards as detailed in the IT Operations Manual. Handle calls according to outlined time frames, and transfer or escalate as appropriate. Arrange for personnel substitution if schedule conflicts with vacation or time off
- Assist Desktop Support Technicians in maintaining the IT asset inventory, warranties, and licensing of PC hardware, software, and peripherals through the IT service management system
- Continue to keep current and enhance knowledge of computer hardware and software through courses, certifications, or continuing education
- Acts as a point person for escalations from the Deskside team (including problem management), key stakeholders, vendors and local, regional and Global IT
- Knowledge of QPP MIPS or similar CMS programs
- Knowledge of call center or help desk operations
7
Experience For Help Desk-support Specialist Resume
- Troubleshoot an issue, identify its root cause, and apply a solution
- Organize and delegate tasks in a fast–paced, stressful environment
- Other assignments within network and infrastructure
- Troubleshoot an issue, identify its root cause, and a solution
- Keep abreast of current desktop, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities
- Remotely connect into customer’s PC’s or server’s located at client sites to troubleshoot issues related to M Modal proprietary software
- Troubleshoot M Modal web based products
- Exceptional customer service focus required
8
Experience For Sxxi Help Desk Support Specialist Resume
- Troubleshoot and resolve basic computer issues such as OS errors, network connectivity, virus/spyware infestations, and Internet communication problems
- Learn proprietary healthcare industry software applications
- Lift equipment such as desktops or laptops and delivered parcels
- Responds to and diagnoses problems through discussions with users
- Provides support, identifies, researches, and resolves technical problems
- Attends URMC Desktop and other JSD meetings on regular basic and contributes usable suggestions and retains information presented by others
- Troubleshoots problems and provides immediate resolution, or performs additional research as needed to resolve issues
- Sets clear and reasonable expectations as to resolution and timeframe
9
Experience For Hcs Help Desk Support Specialist Senior IT Customer Support Resume
- Escalates problems to others as needed
- Images and sets up new and reconfigured employee computers
- Shares problem resolutions and unique cases with others on team to add to information knowledge base
- Contributes to updated policies and procedures as needed
- Documents, tracks, and monitors a problem to ensure a timely resolution
10
Experience For ITS Productivity Help Desk Support Specialist Resume
- Installs and configures desktops, software, printers, and other hardware. Has knowledge of commonly-used concepts, practices, and procedures within the Desktop/LAN field
- Support Outlook client and server
- Review and maintain system backups/restores
- Maintain organization of IT Department to include workspace, server room and network closets
- Manage Active Directory to include users, groups, OUs and group policy
- Build in-depth knowledge of all software used in the Enterprise in order to provide technical support
- Provide telecom support and maintenance
- Work with software and hardware vendors to request and manage support requests
List of Typical Skills For a Help Desk Support Specialist Resume
1
Skills For Help Desk Support Specialist Tier Resume
- Help Desk experience utilizing any ticketing system; they are using Heat
- Experience providing support and working with a ticketing systems in an IT department
- Experience with providing coaching to junior employees
- Good working knowledge of Microsoft operating systems and Office suite of products
- Experience serving in help desk capacity providing phone and in-person support to users in the areas of software, peripherals, etc
- Adobe Acrobat DC Reader, Standard & Professional software experience (Installation & Troubleshooting)
- Knowledge of and experience troubleshooting Windows 10
- Experience working in a fast past call center environment
- Experience with leading others in a call center or help desk environment
2
Skills For IT Help Desk Support Specialist Resume
- Experience in working with ServiceNow CRM
- Experience with migrating from an on-premise SharePoint instance to O365
- Experience with a similar Help Desk Ticketing system
- Experience in desktop and networking support, IT concepts and help desk software
- Experience with MAC operating system
- Experience with Windows desktop Operating System
- Experience in customer service and working with different personality types
- Experience with Microsoft Office programs, including Word, Excel, and Outlook
3
Skills For Senior Help Desk Support Specialist Resume
- Experience providing desktop support and server assistance in a Microsoft Windows 7 & 8 and Microsoft Office 2010 (or later) environment
- Prioritize and work on service desk tickets in the internal ticketing system
- Demonstrated proficiency with use of a desktop computer, and common office productivity software
- Experience in a Support Center or Call Center environment
- At least one year of experience in a Helpdesk Level II (field) support role
- Experience in tier 1 help desk support
- Experience with Remedy required
- Related experience
4
Skills For Help Desk / Support Specialist Resume
- 2) Proficient with Windows XP, 7, or 8 experience
- IT support experience (Technical or Desktop support)
- Experience troubleshooting with a variety of Microsoft technologies
- Priority handler of VIP calls and tickets
- Stooping, kneeling, crouching, climbing or reaching (i.e. for cabling)
- Transporting equipment using Sparrow services and/or associate's own vehicle
- Lifting or carrying up to 30 pounds (i.e. a small equipment or office supplies)
- Understanding of general networking and topology architectures
5
Skills For Sharepoint Help Desk Support Specialist, Mid Resume
- Controlling coordination with affected end user departments while mentoring other technical support staff and/or student workers
- Providing basic troubleshooting assistance for end users in a Windows environment
- Providing day to day support to end users on a variety of issues pertaining to hardware and software on Desktops/LAN/VPN as well as telecommunication issues
- Responding to telephone calls, email, and personnel requests for technical support
- Providing phone support
6
Skills For Help Desk Support Specialist, Mid Resume
- Communicating with customers via phone or e-mail to gather information on issues, troubleshoot issues with the customer, or relay solutions of issues reported
- Providing walk-in and telephone support to Employees for computer systems or applications problems, personal computer, device or other related issues
- Working with Active Directory to assist with password resets and lockouts
- Support daily operations for assigned partners and implementations, including schedules, time tracking, and case routing where needed
- Update and standardize documentation including social media, training materials, procedures
- Help troubleshoot problems reporting by users via phone, email, ticketing system and in-person
- Answer incoming calls to Help Desk, providing telephone support to IDEXXers for computer systems or applications issues
- Performs receiving function for incoming IT related hardware and software. Images and sets up new and reconfigured IDEXX computers
7
Skills For Help Desk-support Specialist Resume
- Communicate via e-mail or phone clearly, including expertise in active listening
- Provides troubleshooting support for general networking, wireless, Outlook & printer issues
- Provides troubleshooting support for desktops, laptops, tablets, Smartphones, iPhone or iOS device, Apple/Mac, Blackberries and emerging technologies
- Responsible for being part of an ongoing after hours on call rotation
- Assist users in maximizing use of computing systems
- Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software
- Document installation instructions and troubleshooting steps
- Extensive sitting, phone, and computer use
- Motivated individual capable of running projects and tasks with minimal supervision
8
Skills For Sxxi Help Desk Support Specialist Resume
- Account administration using Microsoft Windows XP and 7
- Work logically under pressure, in a changing environment, and deal successfully with stressful situations
- Install, configure and troubleshoot supported operating systems and software on College owned equipment
- Design and develop training materials to meet instructional and institutional needs
- Actively participate in team building activities and cross-functional development
- Remain at a desk providing support over the phone for extended periods of time
- Provide best practice coaching for clients and partners
- Assembles accessories and peripherals and installs the appropriate required operating systems
9
Skills For Hcs Help Desk Support Specialist Senior IT Customer Support Resume
- Adds,removes and maintains user accounts on all servers, including password changes and account resets as well as deletion of terminated employees
- Provides user level support for problems relating to the companys Citrix Environment as necessary
- Troubleshoot or assist in troubleshooting work orders when appropriate
- Gain understanding of the functionality of all systems and/or software, and who to contact for support when necessary
- Provide technical support and trouble-shooting resolution for faculty, staff and students communicated by ticket system, phone call and walk-ins
- Help coordinate student worker training
- Work with other departments including Facilities, Public Safety and ACTC schools on best practice initiatives
- Tracks status of inquiries by checking with appropriate I.T. resource to facilitate resolution. Document and escalate problems as necessary
10
Skills For ITS Productivity Help Desk Support Specialist Resume
- Assist in Q/A testing of software developed in house
- Support LANs, WANs, VPNs, and Internet connectivity (networking)
- Record and track tickets and projects within ticketing system
- Provide new user setup and training
- Discusses products, support and troubleshooting with hardware and software vendors as needed
- Tracks status of inquiries by checking with appropriate I.T. resource to facilitate resolution
- Provides 100% telephone support for local & remote customers using Windows 7 & 10/Office 2013 & 2016 SLA environment
- Maintain overall operational awareness, proactively monitoring for service outages
- Answer incoming help desk line to provide technical assistance to AOT customers, field technicians, and sales dept
List of Typical Responsibilities For a Help Desk Support Specialist Resume
1
Responsibilities For Help Desk Support Specialist Tier Resume
- Experience with troubleshooting specifically with Windows 7/10 Operating Systems as well as Map Printers, Password Resets, and Account Lock-Outs
- Experience with incident tracking, best help desk practices, Microsoft Office Products, and basic NOC and SOC understanding
- Represent ITS in the region to increase customer satisfaction through training, status reports, etc
- Be present and visible in the Helpdesk role, posting where he/she is when not at Marple Support Center
- Understand and maintain a working knowledge of Windows based software applications
- Administer desktop computers, printers, phones, smartphones, software deployment, security updates, and patches
- Create and/or maintain IT documentation
- Confirmed abilities to fix desktop hardware and software issues
- Shares problem resolutions and unique cases with others on team to add to information knowledge base. Contributes to updated policies and procedures as needed
2
Responsibilities For IT Help Desk Support Specialist Resume
- Formulates and executes a logical diagnostic and resolution plan against non-standard or complex incidents and requests
- Reviews non-standard incidents and requests before these are escalated to other resolver groups
- Notifies management about reported - or potential - Major Incidents
- Continuously learns about new technologies and products supported by the Service Desk and proactively shares learnings
- Create new knowledge articles and contribute to activities that keep knowledge base articles up to date
- Meets and exceeds individual performance goals
- Participate on Problem Management activities and Continual Service Improvement projects
3
Responsibilities For Senior Help Desk Support Specialist Resume
- Serves as a deputy to the Team Lead and helps conduct team huddles
- Exhibit a friendly, professional attitude and develop rapport with customers over the phone quickly
- Distinguish between different types of incidents and select the correct source for problem solution
- Document and escalate problems as necessary
- Provides customer service and translates technical findings into the Service Center application
- Accepts direction well from department manager and coworkers
- Report progress to the project lead
4
Responsibilities For Help Desk / Support Specialist Resume
- Be available and on time to your daily shift
- Be detail oriented and a self
- CompTIA, Microsoft, or Cisco Certification
- Top Secret Full Scope Poly required for position
- Be available to work a standard shift between the hours of 7am – 8pm EST
- Diagnose and troubleshoot complex issues
- Clearly state system issues, identify solutions, and document solutions
- Current IT certifications, preferably A+, MS Technician, JNCIA and/or CCNA, HP or Dell
5
Responsibilities For Sharepoint Help Desk Support Specialist, Mid Resume
- Knowledge of remote management tools (TeamViewer, McAfee ePO, Dell KACE)
- Utilize customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's
- Help Desk/IT Support experience in a midsize corporate environment
- Experience using Track-IT System
- Technical experience in an enterprise helpdesk or desktop support role
6
Responsibilities For Help Desk Support Specialist, Mid Resume
- Position requires the ability to maintain a Top Secret / SCI with Polygraph US government security clearance
- Experience providing technical support, including phone/remote support as well as in-person support. Specifically focus within VIP Customer Service and Windows Environments
- Experience in a help desk or call center environment
- The ability to work independently and multitask between multiple applications within an enterprise environment
- Use multiple finance applications and databases in a fast-paced environment
- Possess a SECRET clearance or have the ability to get one
7
Responsibilities For Help Desk-support Specialist Resume
- People skills, team player, strong written and verbal communications skills, ability to troubleshoot problems quickly, work as both a team and/or as a self-directed individual, client-facing experience, self- disciplined and ability to multi-task
- Speaks fluent, conversational Spanish
- Communicate clearly and accurately via telephone, email, or person-to-person moderately complex technical information, and compose professional correspondence and reports
- Two years of help desk experience with personal computer hardware and
- Software in a corporate network environment
- Symantec Endpoint Protection and Antivirus
8
Responsibilities For Sxxi Help Desk Support Specialist Resume
- Database development or support (e.g., SQL)
- Speaks fluent, conversational French
- Experience, vendor training, and/or certification in one or more of the following services: Active Directory, Exchange, Office 365, VMware, SCCM, SCOM, TMG, Mobile Technologies (Good Mobile/Blackberry, AirWatch, Acronis, etc.)
- Remedy Incident Management and Change Management
- Build relationships with local leadership team to understand and support needs
- Manage relationships with local vendors and other business partners (facilities resources, Accenture relationships)
9
Responsibilities For Hcs Help Desk Support Specialist Senior IT Customer Support Resume
- Frequently required to lift 10-25 lbs.
- Experience with Windows 7, Outlook 2010, Remote Access support (i.e. VPN and Wireless), active directory administration, Microsoft office productivity tools (2010), web-based applications, TCP/IP
- Work independently and in collaboration in a team environment
- Work in a corporate environment
- Provide nightly and weekend on call support
- Positive, cooperative, motivated attitude
- Microsoft certifications - MCDST, MCP
10
Responsibilities For ITS Productivity Help Desk Support Specialist Resume
- Proficient with Microsoft Office 2007, 2010, and 2013
- Remote support in an IT environment
- Microsoft Exchange-based email
- A+ certification nice to have
- Diagnose and troubleshoot software and hardware problems
- Attain established customer service standards
- Broad range of network and desktop knowledge including MAC, Windows 7, Office365, Microsoft Office Professional Suite (2007, 2010), Popular Browsers configurations, Remote Access Strategies and Technologies
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