IT Desktop Support Resume Sample
Lucius Hackett
541 McCullough Ramp,
Philadelphia,
PA
+1 (555) 792 1823
Work Experience
IT Desktop Support Administrator
03/2018
-
PRESENT
Detroit, MI
- Experience troubleshooting over the phone
- Strong attention to detail with troubleshooting and project management skills
- Advanced knowledge of Active Directory Users & Computers
- Advanced knowledge of Windows XP/7, Microsoft Office 2010, 2013, anti-virus software and working with printer issues
- Troubleshoot and resolve PC & Laptop issues relating to hardware, software, security, and network
- Past work experience in a high-paced customer focused service setting and an ability to self-prioritize tasks
- Supervises activities related to the operation and staffing of the IT service desk including, but not limited to
- Assists in the installation and configuration of appropriate hardware, systems, and applications for users. Ensures new users are equipped with the appropriate technical devices and support
- Installs, supports, and maintains PC applications in a Windows based Active Directory environment. Software includes Operating Systems, MS Office, Remote Access Technologies, System Management tools and various business unit software titles
IT Desktop Support
02/2014
-
10/2017
Philadelphia, PA
- Assists in developing long-term strategies and capacity planning for meeting future desktop hardware needs
- Assess functional needs to determine system purchase specifications
- Keeps up to date on emerging technologies and recommends changes as appropriate
- Experience in the following
- Develop performance measurement framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills
- Monitoring the ticketing system to ensure issues are being addressed in a timely manner
- Installation and/or troubleshoot equipment (Desktops, laptops and printers)
- Collaborate with manager to ensure new staff have proper equipment
- Resolves problems identified via Help Desk Trouble Tickets; troubleshoots and provides support to all end users as needed
IT Desktop Support Intern
10/2007
-
12/2013
San Francisco, CA
- Maintains and provides technical support to the company’s computer systems, including, but not limited to: software programs, hardware devices, operating systems, mobile devices, printers, and phone configurations
- Ensures desktop computers, laptops, tablets, and mobile devices interconnect seamlessly with diverse systems
- Enforces Network Security and Appropriate Use Policies
- Ensures secure operation of all hardware devices and services through the use of security and encryption tools, and through extensive staff training and documentation
- Provides 2nd & 3rd level support in performing analyses, testing, and updates of hardware systems. Diagnoses and solves recurring hardware and software faults to ensure the most efficient computer systems and devices for users
- Collaborates with staff and IT management to ensure that current suite of programs are meeting the needs of employees
- Writes technical specifications for purchase of PCs, desktop hardware, and related products
Education
University of the People
2002 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- Excellent documentation skills and ability to communicate effectively with technical and non-technical audiences
- Strong problem solving skills; Ability to deal with problems involving a few concrete variables in non-standardized situations
- Prior experience with Helpdesk experience and ticketing systems management in a customer service environment
- Good communications and analytical skills; demonstrated working knowledge of computer systems and integrated software application programs
- Strong interpersonal skills and the ability to work/learn as part of a team in a challenging and fast paced environment
- Highly motivated to solve problems; proven troubleshooting skills and ability to analyze problems by type and severity
- Excellent customer service in face-to-face, telephone or electronic interaction with clients, good language and communications skills
How to write IT Desktop Support Resume
IT Desktop Support role is responsible for customer, interpersonal, troubleshooting, analytical, communications, software, reporting, technical, hardware, wireless.
To write great resume for it desktop support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For IT Desktop Support Resume
The section contact information is important in your it desktop support 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 IT Desktop Support Resume
The section work experience is an essential part of your it desktop support 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 it desktop support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it desktop support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative IT Desktop Support resume experience can include:
- Strong interpersonal skills and the ability to work/learn as part of a team
- Strong interpersonal skills, deeply customer focused, and team focused
- Have excellent spoken and written communication skills in English
- Looking for a mix between customer service experience and a strong technical resource
- Experience providing desktop support with Microsoft Office within a network environment including strong Windows 7/10, Outlook, Office 2010/2016 and Linux
- Posses relevant computer skills, with an understanding of current PC operating systems and basic network concepts
Education on an IT Desktop Support Resume
Make sure to make education a priority on your it desktop support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it desktop support 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 IT Desktop Support Resume
When listing skills on your it desktop support 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 it desktop support skills:
- Aptitude for providing positive customer service and good communication skills
- Strong leadership and customer support skills, able to analyze & solve complex issues
- Excellent communication (i.e. written and verbal), interpersonal and analytical skills
- Possess strong interpersonal and organization skills
- Relavent experience in desktop support and/or helpdesk experience or equivalent of education/work experience
- Excellent customer service skills with the ability to communicate clearly and concisely with all levels of staff
List of Typical Experience For an IT Desktop Support Resume
1
Experience For IT Desktop Support Technician Resume
- Apply ITIL framework and troubleshooting techniques in order to effectively assess, diagnose, resolve and or escalate incidents and problems
- Demonstrate support and administration experience in at least three of the following areas
- Strong knowledge and experience with help ticketing systems such as Jira Service Desk
- Prior IT or desktop support experience
- 2) Empeccable customer service skills and follow through. Understands practice and process and offer solutions to resolve the issue
- Looking for 2 to 5 years of experience
- Being responsible for the effective acquisition, installation, maintenance, and use of desktop technology
2
Experience For IT Desktop Support Administrator Resume
- In a desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem solving, outstanding customer support
- Experience installing, maintaining and supporting Microsoft Office and O365 applications
- Supervisory experience leading or managing technical support technicians in an IT Service Desk environment
- Provide training and guidance of contract support prior-to and during peak season
- Demonstrated ability of recording keeping and documentation
- Experience creating and managing user accounts in Windows Active Directory and Microsoft Exchange
- IT experience. (Setting up/imaging computers .Intermediate software knowledge Altiris & Symantec.)
- Experience working in a service desk environment supporting 500+ customer-base across multi-site organization
3
Experience For IT Desktop Support Associate Resume
- Strong knowledge of ticketing systems such as JIRA, ServiceNow, Remedy
- Experience migrating from a Microsoft Windows 7 to Windows 10 platform
- Be a contributing member of a Technical Team Skill-set
- Experienced in supporting PDA’s (Blackberry, Droid, iPhone and iPad)
- Skilled troubleshooter with superior analytical, evaluative, and problem-solving abilities
4
Experience For Supervisor, IT Desktop Support Resume
- Work experience in the following
- Establishes acceptable SLA’s on ticket prioritization and completion
- Experience with remote control support tools
- Server and desktop hardware configuration and build experience, familiarity with both hardware of software RAID
- Strong communication both verbal and nonverbal is critical
- Tier II Desktop/Helpdesk troubleshooting experience
- IT internship or 1-2 years of desktop support experience
5
Experience For IT Desktop Support Technical Analyst Resume
- Desktop support experience in medium to large corporate environment
- Relevant experience in customer service
- Experience in IT related fields
- Deploying desktop computers and peripherals as well as recording and tracking assets during deployment
- Maintaining operation of desktop infrastructure, ensuring maintenance and supportability
- Monitoring computer processing systems
6
Experience For IT Desktop Support Intern Resume
- Maintaining Asset Management Information for IT assets
- Supporting a build/release process
- Troubleshooting Cisco VPN connectivity
- Setting up User accounts in Active Directory
- Troubleshooting/ break-fix HW related issues
- Providing remote support to users
- Performing tests on computer equipment and programs
- Setting up computer equipment
7
Experience For IT Desktop Support Supervisor Resume
- Teaching clients to use programs
- Diagnosing computer problems
- Deploying standard Desktops
- Supporting Windows OS 10
- Ordering computer parts
- Coordinating resources to solve problems
- Developing solutions to routine technical problems of limited scope
8
Experience For IT Desktop Support Coordinator Resume
- Following specific, detailed instructions
- Being assigned to small projects or to phase(s) of larger projects
- Being responsible for the purchase and installation of hardware/software
- Representing the bridge between technology and business needs
- Providing in-person, walk-up or remote support
- Performing mass workstation deployments and migrations
- Understanding of customer service techniques
9
Experience For ARO IT Desktop Support Resume
- Providing 1st / 2nd level IT support to employees for resolution or escalation
- Ensuring that problem escalation process is followed within the pre-defined procedures
- Ensuring all support requests are logged into Global Help Desk
- Following company IT procedures and policies
- Providing feedback on suggested improvements
- Monitoring and maintaining equipment rooms and stock Installing/configuring hardware and software (including security updates) on new and existing equipment
- Recycling all expired IT equipment and technologies, ensuring correct disposal according to policy
- Maintaining audio visual equipment including desk and mobile phones, projectors, and video conference units
10
Experience For Manager, IT Desktop Support Resume
- Administering end user requests and projects
- Contributing to the completion of routine technical tasks
- Assist software engineering team in developing, testing, deploying, and supporting new systems
- Business Software Support. Installing, Updating and Troubleshooting Varian suite of applications including MS Office
- Assist staff supporting installation, configuration, and ongoing usability of computers, equipment, software and services, printing, networking and more
- A broad understanding of hardware and software, operating systems and basic computer programing
- Documentation of all systems including existing and new applications, scheduled maintenance, and incoming direct wires/demark information
- Provide day-to-day IT support to local and remote offices using ticketing system, in-person, via IT support line, email and instant messaging
- Relevant Microsoft Desktop training ideally working towards or possessing MCSA for Windows Desktop
List of Typical Skills For an IT Desktop Support Resume
1
Skills For IT Desktop Support Technician Resume
- Proven experience in troubleshooting IT infrastructure and desktop issues
- Have the ability to work effectively in a fast-paced, innovative environment demonstrating high energy, a sense of urgency and decisiveness
- Strong knowledge and experience in reimaging and end-to-end data transfers for Mac and Windows systems
- Computer Networking skills and knowledge
- Effectively troubleshoot hardware (PC, Laptops, Printers, Tablets, and Smartphones), software, and system problems required
- Use interpersonal skills & methods to encourage team & foster inter-team communication
- Relevant desktop support experience, ideally with experience of working on a service desk
2
Skills For IT Desktop Support Administrator Resume
- Analytical and problem-solving skills and ability to learn and retain technical information
- Organizational skills with emphasis on follow-up
- Networking equipment – experience with closets, switches, routers, quarterly and/or monthly network upgrades during off hours
- Strong understanding of wired/wireless networking concepts, general troubleshooting steps, and network tools
- Strong understanding of ITIL incident management, including upholding SLAs and communication to end users
- Experience in managing & tracking assets
- Strong knowledge of Windows-based networking environment and Microsoft office applications including Excel, Access, PowerPoint and Outlook
- Strong understanding of remote connectivity issues, such as VPN, and wireless networking
3
Skills For IT Desktop Support Associate Resume
- Strong background with supporting various operating systems (Win 10, Win 8, Win 7, Mac OS and iOS)
- Strong knowledge of Microsoft and OS X based operating systems, as well as computer imaging and onsite and warranty for end user equipment
- Experience installing and maintaining IBM compatible PCs and their related peripherals
- Experience in supporting Windows/Mac desktop and laptop administration which includes OS imaging, anti-virus, printer and network, and Citrix
- Experienced setting up and imaging computers
- Experience deploying and supporting Windows 7/XP
- Experience operating an IT Helpdesk supporting computer networks, telephones, and VTCs
4
Skills For Supervisor, IT Desktop Support Resume
- Experience utilizing a ticketing system such as ServiceNow (Heat, Remedy, etc.)
- Experience with desktop operating systems including Microsoft, and Mac OS X
- Three years of direct experience in troubleshooting Microsoft Windows Operating Systems
- Demonstrated deep proficient in troubleshooting and technical problem solving
- Good knowledge of Microsoft operating systems and of the Microsoft Office suite
5
Skills For IT Desktop Support Technical Analyst Resume
- Experience with imaging tools such as Ghost
- Experience in administration & management of Windows OS and business productivity applications as well as deploying a Windows OS migration
- Tier II Desktop/Help-desk troubleshooting experience
- Experience with imaging and break/fix of IT hardware such as HP
- Experience managing Hospital clinical applications
- Experience with researching complex issues with end user software and hardware
- Experience with TCP/IP, networking, and network hardware configuration. (IE: Cisco)
6
Skills For IT Desktop Support Intern Resume
- Experience with imaging and break/fix of IT hardware such as HP and Dell
- Strong emphasis on being customer focused - Acts as a liaison between IT and the business
- Knowledge and experience with ticketing systems such as Jira Service Desk
- Solid working knowledge of Internet standards and protocols (DNS, TCP/IP, etc.)
- Experience with ITSM & ITIL methodologies along with implementation within a technical support environment
7
Skills For IT Desktop Support Supervisor Resume
- Experience in an IT support organization
- Demonstrates clear desire to be a role model in customer service and execution of IT support
- Experience in IT deskside support and related incident/problem management workflows
- Experience in Microsoft Windows 7, Windows 10, Apple OSX, Microsoft O365
- Deskside experience to address PC problems
- Experience with end-user support process for desktops and laptops (first-call resolution, problem
- Prioritize and resolve Helpdesk request and incidents
- Effective oral and written communicator in person, by phone or via the computer
- Strong attention to detail – quality driven
8
Skills For IT Desktop Support Coordinator Resume
- Experience utilizing active directory for password resets, etc
- Help Desk ticketing experience
- Experience working in a SharePoint / Office 365 driven environment is beneficial
- Experience in an IT support organization
- Excellent understanding of IT client infrastructure operations
- Strong technical knowledge of IT infrastructure, support processes, and industry standards
- Strong technical knowledge of configuration management and software distribution tools
- Good knowledge of the service management discipline
- Experience in regulatory environment
9
Skills For ARO IT Desktop Support Resume
- Demonstrate ability to see issues from the customer’s perspective, assesses urgency of requests and responds accordingly
- Prioritize workload with high quality and accountability
- Strong ability to interact with coworkers in-person
- Prior Help Desk Knowledge
- Network or Systems experience: Route / Switch or Exchange / SCCM / O365
- Experience with the ServiceNow Service Catalog application
- Experience in hardware and software deployment required
- Working knowledge of hardware and applications including but not limited to
- Understanding of laptop, tablet and mobile phones and syncing with business applications; guest connectivity for visitors
10
Skills For Manager, IT Desktop Support Resume
- Upgrading equipment and conducting data migration to new device
- Installing/uninstalling PC hardware/software
- Networking protocols and troubleshooting
- Working with and managing vendor expectations
- Maintaining the help desk tracking software
- Resolving problems with new and existing equipment
- Lifting and transporting of moderately heavy to heavy objects, such as computers, servers and thermal printers
- Working knowledge of PC software with emphasis on hospital supported software applications
- Supporting end users in an IT environment
List of Typical Responsibilities For an IT Desktop Support Resume
1
Responsibilities For IT Desktop Support Technician Resume
- Maintains effective working relationships with Engineering, Helpdesk, and Core Utility support staffs
- In a desktop/helpdesk support role with demonstrated proficiency in troubleshooting and technical problem solving
- Desktop/laptop software, patching and imaging experience
- Experience with Zoom as we are setting up ‘Zoom Rooms’ for video conferencing, install hardware
- Windows Server 2012/2016 experience
- Strong knowledge of MS Office, Office 365/Outlook, Google Apps for Work
- Demonstrated proficiency with Active Directory
- Demonstrated proficiency with remote control support tools
- Onboarding and off boarding team members both in Campbell and remote – collecting monitors, docking stations or setting up
2
Responsibilities For IT Desktop Support Administrator Resume
- Performing PC maintenance, upgrades and configurations
- Helping users in person, via e-mail, IM, and over the phone
- Relevant Microsoft Desktop training ideally working towards or possessing MCDST
- Provide support and servicing on a break/fix basis for end user computing and peripheral equipment within the Bank’s network
- Help support manufacturing environment with rotating on-call schedule
- Perform imaging of computers and checking for required apps, encryption, etc
- Collect equipment from departing employees and add it to tracking database
3
Responsibilities For IT Desktop Support Associate Resume
- Provide troubleshooting, problem solving and on-site technical support for all levels of IT and the US based user community
- Capable of operating cyber range and IT lab testing environments
- Create and maintain a shipping and receiving inventory
- Able and willing to learn new as well as existing technologies
- Handle End User IT requests, including walking in, ticket assigned by SD, update the case with appropriate information in the ticket system
- End user support, including after hours on call support on a rotating schedule
- Provide documentation on root cause analysis when troubleshooting and resolving issues
- Capacity for analytical thinking and rapid problem solving in a fast-paced environment
4
Responsibilities For Supervisor, IT Desktop Support Resume
- 1) Installing and Configuring PCs (Windows)
- Recommends hardware and software solutions, including new purchases and upgrades based on observing user
- Knowledge of current equipment, technology and operating systems (i.e.: Linux, Windows administration, recovery and system performance monitoring tools)
- Completion of North Slope Unescorted Training course (NSTC Certification)
- Knowledge of a broad range of technologies including: WAN/LAN, COE Desktop, Core Business Applications and Desktop Products
- Desktop support team leader coordinating technical resource assignments to support projects and day to day operations
- Conduct training to project services resources on risk, security assessment process, and data privacy assessment process
- Remote management of hardware support ,including the implementation and set up of support PC’s
5
Responsibilities For IT Desktop Support Technical Analyst Resume
- Provides timely follow-up on staff questions and/or outstanding issues
- Assists team in conducting periodic physical inventory of computer equipment
- Knowledge of mobile device operating systems
- All calls to be logged and reported on using Service Now
- Focal point for communication and escalation amongst supervisors, technicians, engineering, and Internet operations
6
Responsibilities For IT Desktop Support Intern Resume
- The role provides implementation and support for production printing hardware and software systems
- Configuration and troubleshooting of complex hardware, custom built applications, storage, configuration management and general automation
- The role requires 24/7 on-call support and occasional racking of servers and cable management
- Provide configuration and troubleshooting for desktop/laptops, desk phones, and PC peripherals
- Administrating in a Windows 7/2008/2012 environment
7
Responsibilities For IT Desktop Support Supervisor Resume
- Knowledge of mobile device operating systems such as IOS and Android
- Professional demeanor (Working in Headquarters)
- Professional demeanor (Working in Sullivan Park)
- Support all aspects of IT equipment in a fast-paced 24x7 manufacturing environment
- Work with end users and support personnel to deploy, support, maintain the computing infrastructure
- Assists staff with installation, configuration, and ongoing usability of laptop computers as well as peripheral equipment and software
- Computer builds and imaging
- Documentation and assisting with continuous improvements and recommendations
- Follows existing processes and use standard methodologies to carry out assigned tasks
8
Responsibilities For IT Desktop Support Coordinator Resume
- Provide day-to-day IT support as part of a top-tier 24x7 IT support team supporting a wide range of technology and services
- Monitor incoming IT ticket queue, respond to requests or escalate to appropriate team
- Maintain (or working towards) related certifications: A+, Network+, MSCP, etc
- Field incoming help requests from end users via both telephone and work orders in a courteous manner
- Basic knowledge of Networking, wireless LAN, IP Telephony, storage and server technology
- Basic abilities in technical troubleshooting methodology
- Proficient in Microsoft Office (Word, Excel, Outlook Email and Calendaring, PowerPoint, Access)
- Knowledge with mobile device operating systems such as IOS and Android
9
Responsibilities For ARO IT Desktop Support Resume
- Apply common sense understanding to carry out rough written or oral instructions
- Work a varied schedule, on-call hours, and long hours during crisis situations as required
- Routinely moves and transports equipment weighing up to 25 lbs. from one location to another
- Mobile devices including smartphones and tablets
- Occasional off-hours support to manage infrastructure changes and technical issues for the central computing and remote office locations
- Limited supervision with occasional coaching and clearly established policies
- Acts as a training resource for Gmail, Microsoft Office, and related applications
- Phone programming in Cisco Call Managers (CUCM)
10
Responsibilities For Manager, IT Desktop Support Resume
- Resolve problems with new and existing equipment
- Assist with taking inventory of all equipment, software and software licenses
- Mobile device troubleshooting (Android and iOS)
- Manage asset inventory including peripherals
- Software installation, updates, removal and troubleshooting
- Involved in user onboarding and termination process
- College junior or senior, graduating December 2016 – June 2019
- Adequate understanding of technical terminology with knowledge of the interrelationship of software, hardware, and network environments
- Engage customer base through the use of a ticketing system, provide proper follow-up and escalation as needed to ensure resolutions
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