Help Desk Technician Resume Sample
Chandler Walsh
77300 Edna Viaduct,
New York,
NY
+1 (555) 722 8175
Work Experience
Senior Help Desk Technician
07/2016
-
PRESENT
Chicago, IL
- Answers help desk calls and manages SalesForce cases for all employees and resolves issues meeting customer satisfaction requirements and within required Service Level Agreement (SLA) parameters
- Responsibilities also include supporting Fox’s A/V systems and Sales Presentations
- Knowledge of Windows7, OSX, Office 7/10/11, remote support, VPN
- Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met
- Able to demonstrate good problem solving & critical thinking skills
- Strong desktop support skills, including Windows XP and Windows 7
- Use discretion when dealing with sensitive or confidential data
- Create technical product documentation for hardware/software installations, troubleshooting techniques and problem resolution
- Provide primary technical support for hardware issues
Help Desk Technician
12/2011
-
01/2016
Detroit, MI
- Additional roles include creation and termination of user accounts for the many different company systems
- Responsible for maintaining system access for corporate employees
- Works on special projects given by the manager
- Helps to develop new procedures or system enhancements to improve work performance
- Provides Level 1 support to on-site and off-site employees
- Assists in maintaining help desk records and developing statistics on network and end user problems
- Assists in scheduling hardware and software installations and upgrades
Junior Help Desk Technician
02/2005
-
08/2011
Houston, TX
- Travel to client sites to provide support, including overnight and weekend stays if needed
- Experience in Help Desk/Desktop Support Environment
- Experience in a call center environment or the hospitality industry
- Experience Required: Demonstrated experience/knowledge in operating systems, applications, trouble-shooting and basic IT functions/practices
- Provide level 1 support for PC operating systems, software applications, peripherals, and communication devices
- Perform trouble shooting and provide support for software applications
- Learn and provide level 1 support for any new software or hardware
- Creates tickets and assigns these tickets to members of the Systems Administration Team
Education
Saint Mary's University of Minnesota - Winona Campus
2001 - 2005
Bachelor's Degree in Computer Science
Professional Skills
- Excellent organizational skills and experience managing competing priorities
- Experience of Help Desk and/or phone technical support experience.Excellent written and verbal communication skills
- Excellent technical problem solving skills and proven troubleshooting technique
- Prior experience providing exceptional customer service and communication skills
- Proven strong analytic / problem solving skills
- Looking for Help Desk Analyst with strong troubleshooting and customer service skills, finding the source of the problem
- Skilled in handling multiple tasks, prioritizing and changing priorities
How to write Help Desk Technician Resume
Help Desk Technician role is responsible for customer, troubleshooting, interpersonal, technical, microsoft, communications, windows, computer, software, basic.
To write great resume for help desk technician job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Help Desk Technician Resume
The section contact information is important in your help desk technician resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Help Desk Technician Resume
The section work experience is an essential part of your help desk technician resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous help desk technician responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular help desk technician position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Help Desk Technician resume experience can include:
- Strong communication skills and an understanding of common operating systems, tools, and concepts
- Proven ability to resolve problems efficiently and effectively while recognizing customers’ competence levels and approaching each level appropriately
- Have excellent communication, multitasking and problem solving skills
- Good technical writing and training skills
- Strong hardware and Mac OS X troubleshooting skills
- Strong interpersonal, collaborative, and relationship building skills and the ability to work harmoniously with a diverse workforce
Education on a Help Desk Technician Resume
Make sure to make education a priority on your help desk technician resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk technician experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Help Desk Technician Resume
When listing skills on your help desk technician resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical help desk technician skills:
- Developed oral, written and communication skills - Interpersonal skills to work effectively with others
- Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally
- Demonstrate excellent verbal, written and interpersonal communications skills in a corporate Help Desk environment
- Strong written and oral communication and excellent customer service skills are required
- Excellent communication and interpersonal skills, with a strong customer service orientation
- Independently learn new skills and apply the skills in the environment
List of Typical Experience For a Help Desk Technician Resume
1
Experience For Senior Help Desk Technician Resume
- Outstanding work ethic and communication skills – written, verbal, and interpersonal
- Advanced skills managing and configuring Windows Server, Linux, MAC, iOS, Android platforms, and networks
- Handle high stress / demanding situations and multi task effectively while exercising patience and professionalism
- Demonstrated skill in problem analysis and resolution
- Identifying, evaluating, and prioritizing customer problems and complaints to ensure that inquiries are resolved appropriately
- Proven technical competence in installing, configuring, and supporting networked client computers, both locally and remotely
- Experience with researching and implementing technical standards, software testing and deployment, and image creation and maintenance
- Experience using and customizing
- Extensive knowledge and experience supporting Microsoft Windows 10, 8, 7 and MAC OS X Operating Systems
2
Experience For Lead Help Desk Technician Resume
- Knowledge and experience supporting a LAN and WAN using the TCP/IP protocol
- Experience working in manufacturing/warehouse environment
- Strong knowledge of Windows and Linux operating systems and Networking
- Experience using diagnostic and service desk tracking / incident management system software
- Good understanding of Windows 7 and Windows 10 operating systems
- Strong working knowledge of Windows 7 and Windows 10 operating systems
3
Experience For Junior Help Desk Technician Resume
- Experience providing over the phone hardware & software troubleshooting
- Experience working with an Incident Management tracking tool
- Experience with deploying data cabling in accurate, timely and neat manner
- Strong ability, desire and enjoyment in working with others, both employees and customers, with cooperative, professional, and friendly attitude
- Be a self-starter, dependable, and accurate in completing responsibilities with strong attention to detail and organization
4
Experience For Assistant Help Desk Technician Resume
- General HW/SW Troubleshooting experience
- Strong knowledge of network protocols, routing, hardware, and software configurations
- Experience with ITSM/ticketing software
- Operate the SIS Help Desk in conjunction with the other Cadet Life Cycle PMO help desks operating within the PMO suite of systems
- At least 6 months of directly related experience supporting help desk operations
- +2 years of working experience in an IT Support role
- Experience working with traditional phone systems, VOIP
- Experience with Microsoft Office 2007/2010, Outlook, Desktop and Laptop PC’s, Windows 7, relevant software, printers and networking
- Maintains working relationships with all technology services to ensure prompt and effective resolution of problems
5
Experience For Salesforce Help Desk Technician Resume
- Mobility experience with Blackberry, IOS platform and Android. Know basic troubleshooting steps with mobile devices
- Operate machines in order to test functioning of parts and mechanisms
- Experience with MLM or network marketing a plu
- HS diploma with technical education or equivalent experience with personal computers and desktop computing environment
- Experience providing support in a busy, networked, environment
- Skill in entry-level technical writing and verbal communication
- Knowledge and experience supporting VMware workstation virtualization
6
Experience For Help Desk Technician Nd Shift Resume
- Knowledge and experience supporting the Microsoft Office applications
- Stay detailed-oriented and adapt to changing priorities
- Knowledge and experience supporting Microsoft OS and Applications
- Experience supporting help desk operations
- Good understanding of computer hardware, peripherals, and servers/network devices
- Experience with Service Desk ticketing system such as Jira
7
Experience For Summer Student, Help Desk Technician Resume
- Experience supporting Windows 7, Active Directory (moves, adds, changes) and MS Outlook
- Operates peripheral equipment, including printers
- Two (2) years of PC Technician experience in a business networking environment required
- Demonstrated extensive knowledge of personal computers in a networked environment including data and telecommunications equipment required
- Experience with identifying security related issues such as system hacks, computer viruses, worms, and spyware
- Work with end users with varying levels of technical experience
- Directly related experience supporting help desk operations
- Experience with proficiency supporting Microsoft Windows 7
8
Experience For Help Desk Technician Vii-information Technology Services Resume
- Experience with proficiency supporting Microsoft Office Suite
- Experience working as a Level 1 Help Desk Technican is required
- One year of experience in computer setup and troubleshooting
- Strong working knowledge of Windows 7 and Windows 10
- Communicates in an effective and professional way with customers inside and outside of inContact
- Experience with Exchange ActiveSync
- Knowledge and experience of customer service practices; beneficial to have worked in an ITIL based environment
- Experience on a Help Desk
- Excellent Customer Service and ability to work with all levels of the organization
9
Experience For Tier, Help Desk Technician Resume
- Maintain an effective SOX environment
- Broad and thorough experience with IT support required
- Experience with Windows 7
- Demonstrate ability to push and pull up to 25 pounds of force rarely (0-12% of the workday)
- 6+ months experience in Information Technology
10
Experience For Level Help Desk Technician Resume
- Deploying, and installing A/V systems, including familiarity with foundation technologies, networking, server, operating systems, and terminology
- Logging and tracking inquiries using a problem management database and maintaining history records and related problem documentation
- Tracking issues, performing troubleshooting tasks, customer information details and follow up actions in detail within the Incident logging tool
- Lifting and/or carrying of 5-20 lbs. or more and the pushing and pulling of carts if necessary
- Documenting and triaging the request; solving or escalating the request
List of Typical Skills For a Help Desk Technician Resume
1
Skills For Senior Help Desk Technician Resume
- Demonstrate solid written and verbal communications skills
- Show Strong Customer Service skills, avoiding technical jargon to describe/troubleshoot issues, providing follow up on incidents
- Excellent organization, planning, judgment, and time management skills.
- Have IT background as well as excellent communication, problem solving skills
- Excellent foundation in troubleshooting skills – logic, if/then, cause/effect analysis is critical
- Strong troubleshooting skills with Windows 8 & 10, macOS, Android, and iOS
- Solid technical skills of computer networks, hardware, and Windows operating systems
2
Skills For Lead Help Desk Technician Resume
- ) Strong customer service and troubleshooting skills
- Good interaction, communication, training, team and personal skills
- Strong decision making skills – understand when to thoroughly research/correct the issue, and when escalate to management
- Strong verbal and written communication skills
- Utilize excellent customer service skills and exceed customer expectations
- Excellent customer service and interpersonal skills are required
- Proactive work ethic and good communication skills
- Highly organized with strong time management skills and self-accountable
3
Skills For Junior Help Desk Technician Resume
- Answer incoming calls with excellent customer service skills by leveraging professional telephone etiquette
- Effectively communicate to engage the customer and start the service experience
- Strong organizational, verbal and written communication skills with high attention to detail
- Excellent customer service and telephone communication skills
- Proven face-to-face customer service skills
- Multi-task; good time management and organizational skills
- Able to effectively influence and develop strong relationships with key stakeholders
- Strong communication skills across a range of business levels
4
Skills For Assistant Help Desk Technician Resume
- Excellent verbal and written communication skills: phone, personal, and written
- Utilizes excellent customer service skills and exceeds end user expectations
- Excellent clerical, administrative, and written and verbal communication skills
- Provide expert technical support to customers having varying levels of computing skills
- Experience documenting and publishing procedures to improve operational effectiveness
- Communicate information clearly and effectively to audiences with varying levels of familiarity and understanding of technical issues
- Diagnostic skills in hardware, network, printing, and operating systems
- Function as a technical resource answering questions from less experienced staff, and training less experienced staff
- Keep up to date with latest display and control system offerings to effectively bring support globally
5
Skills For Salesforce Help Desk Technician Resume
- Experience required in troubleshooting and effective problem resolution in a data center environment
- Work experience and strong knowledge of networking and email support
- Communicate effectively and efficiently and provide outstanding customer support is a crucial requirement
- Communicate effectively and efficiently and provide outstanding customer support is crucial
- Computer skills and proficiency in Windows, Mac OS & iOS operating systems, Microsoft Office products, multi-media applications
- Audio, video, and multi-media equipment setup, trouble-shooting and support skills
6
Skills For Help Desk Technician Nd Shift Resume
- Computer skills and proficiency in Windows operating system, Microsoft Office products, multimedia applications
- Skills, Licenses, Knowledge, Education and Training Requirements
- Prior experience with academic and/or healthcare environments
- Customer Service and Soft Skills- They have to be able to support customer and be a problem solver
- Train and effectively communicate with staff/system users
7
Skills For Summer Student, Help Desk Technician Resume
- Excellent knowledge and experience with Active Directory
- Demonstrated experience as a senior helpdesk/support role in a networked environment is required
- Communication skills (both oral and written) English
- Discover, diagnose and triage user's technology requests and issues effectively and efficiently
- Strong ability to obtain root cause of problems as they arise, proven through references
- Proven track record of excellent customer service delivery
- Work effectively with cross-functional teams to define technical requirements, identify, and resolve issues
- Call on prior experience to make recommendations to help grow and shape our IT department processes and policies
- Work independently, be self-directed, communicate effectively and make sound decisions to ensure customer satisfaction
8
Skills For Help Desk Technician Vii-information Technology Services Resume
- Analytical skills to identify trends in issues reported and identify areas for improvements
- General PC office skills with: MS Word, MS Excel, MS PowerPoint, Outlook
- 2+years experience in a technical open system environment or equivalent experience
- Effectively communicate and work well with team members and 3rd part vendors
- Prior experience working in a Help Desk or Desktop environment
- Time management skills and ability to work in a demanding environment with multiple deadlines
9
Skills For Tier, Help Desk Technician Resume
- Work effectively unsupervised
- Exceptional customer service/interpersonal skills required
- Effectively, professionally, and respectfully represent other Information Technology staff members, teams, and their services to the client community
- Effectively communicate policies and procedures to faculty, staff, and students via phone, electronically, and in person
- Working experience of workstation imaging software
- Networking experience to include understanding TCP/IP and DNS
- Working knowledge and understanding of operations and business priorities
10
Skills For Level Help Desk Technician Resume
- Answering inquiries received at the Help Desk and accurately classifying, prioritizing and recording the service requests
- Strong understanding of messaging in an Outlook/ Exchange environment, as well as mobile device provisioning using Apple iPhone
- Experience with installing, configuring, and supporting workstations and all related peripherals (e.g., monitors, printers, smartphones, and laptops)
- Skilled in identifying, analyzing and resolving problems
- Knowledge of Microsoft based operating systems / Experience using and troubleshooting Microsoft Office (advantage, not required)
- Experience implementing, designing, and maintaining Enterprise COTS solution
- Experience installing and configuring operating systems, networked and local printers, and business applications
List of Typical Responsibilities For a Help Desk Technician Resume
1
Responsibilities For Senior Help Desk Technician Resume
- Be recognized for excellent people and interpersonal skills and developing relationships
- Excellent analytical, problem solving, communication skills
- Excellent communication (verbal and written), time management, and presentation skills
- Highly motivated and have excellent customer service and communication skills with the ability to interface with all levels of staff
- Excellent communication, documentation, customer service, and interpersonal skills are required
2
Responsibilities For Lead Help Desk Technician Resume
- Strong organizational skills and attention to detail, with the ability to multi-task in a fast-paced environment
- Experience and skills are required
- Strong interpersonal skills and a friendly, approachable demeanor
- Strong time management and interpersonal communications skills
- Great customer service skills and a positive attitude
- Verify that suggested solutions effectively resolve the users' problems through verbal or email follow up
- At least 6 months of strong customer service experience with the desire and ability to provide exceptional customer service to end users
3
Responsibilities For Junior Help Desk Technician Resume
- Demonstrated experience interacting with a variety of individuals in a positive, professional manner
- Directly related experience of directly related experience supporting Help Desk operations
- Strong work experience in a customer service environment required
- Excellent telephone etiquette, professionalism and courtesy with a demonstrated commitment to customer service
- Demonstrated ability to create effective support articles, business correspondence, and job aids
- AV setup and support skills
- Effectively communicate oral and written instructions
- One year experience of Help Desk and/or phone technical support experience
4
Responsibilities For Assistant Help Desk Technician Resume
- Communication Skills (Verbal and Written)Respect for the Customer
- Training in a technical field OR documented IT experience
- Experience with maintaining an Active Directory environment (adding, changing user accounts, managing folder permissions, etc.)
- Customer service experience with emphasis on hardware/software troubleshooting, working with a ticketing system
- Experience with deployment of new workstations, including the imaging of the PC, the configuration of the desk phone, and setting up all necessary equipment
- Hands-on experience installing and troubleshooting computers/peripherals/monitors/adapters
- Experience in using active directory, making technical config changes on backend systems without disruption
- Validate monitoring alerts, create support tickets as required and execute predefined troubleshooting procedures
- Experience working with ticketing system (ServiceNow)
5
Responsibilities For Salesforce Help Desk Technician Resume
- Knowledge and experience working with a Ticketing system
- Experience using ticketing systems
- Technical experience using Microsoft Desktop and Server operating systems and applications
- Demonstrate understanding of Microsoft Server and Workstation operating systems in a domain based environment
- Experience and understanding the Win PE imaging process
- Experience troubleshooting and supporting AutoCAD and Revit
- Experience working with a help desk ticketing system, preferably Service Now
- Experience with a ticketing system. They use HEAT Microsoft Service management ticketing system
6
Responsibilities For Help Desk Technician Nd Shift Resume
- Experience supporting Windows Operating System
- Knowledge and experience in working within a ticketing system
- Experience with various operating systems and computing devices
- Experience installing and configuring
- Effective 'debrief' and reporting of service calls that require escalation
- Track inbound and outbound call metrics as required in order to collect customer service delivery metrics necessary for effective capacity planning
7
Responsibilities For Summer Student, Help Desk Technician Resume
- Prioritize tasks according to urgency
- Experience with SLA’s and service call tracking systems, Remedy, Track-IT, etc
- Experience in using IT systems and relevant software to log incidents raised
- Experience providing support in a busy, networked environment
- Demonstrate the ability to communicate orally and in writing and a positive customer service attitude
- Experience working in a help desk operation
- Directly related experience supporting Help Desk operations
8
Responsibilities For Help Desk Technician Vii-information Technology Services Resume
- Deliver consistent service to all users of differing skill levels and requirements
- Experience with Windows Operating Systems and Microsoft Office products
- Hardware (desktops, laptops, and printers), software and networking experience
- Experience configuring Windows and Mac OS
- Knowledge of and experience with Windows 8.1 and Windows 10 operating systems and familiarity with Microsoft Office 2013
9
Responsibilities For Tier, Help Desk Technician Resume
- The manager is looking for Junior candidates with light experience but that are passionate to learn and grow
- Experience providing support Windows OS XP,7,8.1,10
- Experience with handling technical support calls and tickets
- Experience supporting MS Exchange
- Strong knowledge of iSeries operations administration, including third-party iSeries software such as Robot, required
10
Responsibilities For Level Help Desk Technician Resume
- Experience working within Microsoft network environment
- Experience with using Citrix, Windows 7 OS
- Experience performing user management
- Experience working with Enterprise Web Applications
- Experience with operating systems used by the branch
- Proven integrity and ability to handle confidential matters in a professional manner, applying the appropriate level of judgment and maturity
- Experience in service ticketing systems is recommended
- Support Thin Clients, servers, peripherals including but not limited to monitors, keyboards, mice, speakers, external drives, scanners, etc. operate correctly
- Experience with Incident/Help Desk Tracking tool(s)
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