IT Help Desk Technician Resume Sample
Jack Zboncak
24843 Sonia Hollow,
Boston,
MA
+1 (555) 158 7270
Work Experience
Senior IT Help Desk Technician
01/2016
-
PRESENT
New York, NY
- Provide level 1 support for PC operating systems, software applications, peripherals, and communication devices
- Perform trouble shooting and provide support for software applications pertaining to PIPS, PIPS-R, Portal and OPM’s FDR and FWS systems
- Strong knowledge of MS Office, Windows 2000 and Windows XP
- Communicate effectively with end users
- Work independently and handle multiple projects/requests simultaneously
- U.S. citizenship (required for federal security clearance)
- Perform trouble shooting and provide support for software applications pertaining to NBIB’s PIPS, Portal and FDR and FWS systems
- Acts as the initial point of contact for all tickets, walk-ups, IM's, emails, and phone calls from both on-site and off-site end users
IT Help Desk Technician
06/2012
-
11/2015
Philadelphia, PA
- Creates tickets and assigns these tickets to members of the Information Technology Team
- Creates and terminates user accounts for all Corporate IT systems
- Responsible for maintaining system access for corporate employees
- Helps to develop new procedures or system enhancements to improve work performance
- Assists in scheduling hardware and software installations and upgrades
- Updates and creates new documentation for the Information Technology team
- Communicates in an effective and professional way with customers inside and outside of NICE inContact
- Creates and updates contact information for all employees
- Maintains and supports equipment inventory, including working with manufacturers on RMA's and other hardware repairs
Win-t IT Help Desk Technician
01/2007
-
02/2012
Los Angeles, CA
- Strives to help the team achieve all KPI's and SLA's as laid out by management
- Works on special projects given by the manager
- Work alternate work schedules including weekends
- Possess an acceptable driving record and valid driver’s license in state of residence
- Troubleshoots user support inquires including but not limited to hardware, software and telecommunication issues
- Sets-up, maintains, and troubleshoots laptops and desktops
- Monitors and reports activity within the User Support Group
- Performs various changes to user accounts via Active Directory
Education
Morrison University - Reno Campus
2002 - 2007
Bachelor's Degree in Computer Sciences
Professional Skills
- Excellent personal computer, mobile device, network, and printer troubleshooting technical skills
- Demonstrates initiative in maintaining up-to-date technical skills
- Excellent customer service and communication skills (phones, email and in person)
- Understanding and practical application of basic computer technical support skills in a workplace type environment
- Demonstrated experience troubleshooting software and hardware system errors and network installation/maintenance
- Strong skill level in working with Office 365
- Working knowledge of Microsoft (required) and Apple (optional) desktop operating systems and experience with Microsoft Office application suite
How to write IT Help Desk Technician Resume
IT Help Desk Technician role is responsible for technical, basic, retail, training, mac, printing, security, telecommunications, wireless, telephony.
To write great resume for it help desk technician job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For IT Help Desk Technician Resume
The section contact information is important in your it 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 IT Help Desk Technician Resume
The section work experience is an essential part of your it 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 it 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 it 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 IT Help Desk Technician resume experience can include:
- Answers incoming calls to the User Support group on a rotating basis, solve initial inquiries from end users, and route complex inquires to the appropriate resource
- Excellent communication skills (read, written and spoken)
- Use technical, analytical and communication skills to accurately identify user needs and provide solutions
- Imaging software experience, particularly WDS and MDT
- Experience with ticketing systems, LanDesk, Altiris, KACE, etc
- Two years+ experience working in a Windows environment
Education on an IT Help Desk Technician Resume
Make sure to make education a priority on your it 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 it 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 IT Help Desk Technician Resume
When listing skills on your it 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 it help desk technician skills:
- Testing and documenting all changes to the system in a test environment prior to deployment to productions
- Experience with installing and troubleshooting Matlab
- Experience with proving support in a Citrix VDI environment
- Be experienced in the following
- Demonstrated working knowledge of network protocols and other hardware such as printers and scanners
- Provide excellent customer service while responding to phone, email and walk-up requests from users
List of Typical Experience For an IT Help Desk Technician Resume
1
Experience For IT Help Desk Technician Level Resume
- Always anticipate the customer’s needs in order to create a welcoming experience
- Prioritize and manage IT request ticketing process / teamwork and coordination with other IT Team Members and follow-up with End Users
- Logically define problems, collect data, establish facts, and draw valid conclusions
- Handles multiple high priority tasks simultaneously
- Demonstrates as well as encourages consistent, ethical and trustworthy behavior
- Working knowledge of all Windows Operating Systems and Local Area Networking (LAN.)
- Tracking, routing and redirecting issues to correct resources
- Documenting and expanding the ticketing and internal knowledge base
- Providing Onsite support to end users on a variety of issues
2
Experience For Senior IT Help Desk Technician Resume
- Acts as a customer advocate by managing service requests from beginning to end within Service Level Objectives (Service Level Management)
- Ensure proper recording, documentation, and closure utilizing Total Call Ownership
- Makes recommendations to Supervision about customer group needs for training or documentation in resolving recurrent problems
- Knowledge and understanding of computer software/hardware and their network applications
- Provide basic training for use of desktop, notebook and mobile devices
3
Experience For Win-t IT Help Desk Technician Resume
- Promote a healthy and fun working environment amongst team members
- Provides timely notifications for management team, including Critical issues, SLO breaches, Service Opportunities, etc
- Documents and drafts reports summarizing completed issues or assignments
- Handles escalated tickets from lower level technicians or monitoring systems
- Ensures that contracted vendors under Help Desk supervision are performing quality work which meets bank standards
- Create accounts and configure hardware as part of new hire on-boarding process
4
Experience For IT Help Desk Technician Resume
- Basic hardware troubleshooting and support
- Maintains a detailed and accurate account of all service requests in the Service Management System, complying with all input standards
- Write training manuals and/or train computer users
- Key badge system management and card printing; and communicate and enforce IT policies, procedures and standards
- Respond to technical support requests (telephone, email, face-to-face), while providing a high level of customer service
- Solve technical issues using remote management tools and best-practice procedures
- Documentation and recording of solutions to assist with knowledge transfer, and the continuous build of our knowledge base
- Accountable for 95%+ customer satisfaction on resolving trouble tickets
5
Experience For IT Help Desk Technician Level Resume
- Potentially traveling to support schools and/or other IT projects, less than 1 week a year
- Log all appropriate activities in the tracking system in a complete, accurate and timely manner
- Set-up new users on domain
- Set-up, maintains and troubleshoots printers, such as LaserJet, Multi-Function, and Label Printers
- Set-up maintains, and troubleshoots barcode scanners
- Set-up and troubleshoots mobile devices
- Updates and creates internal articles and/or documentation
- Provides on-call network support, as needed
6
Experience For Senior IT Help Desk Technician Resume
- Test and Deploy Windows and 3rd party patches Globally
- Test and Deply software
- Create and Test new system images
- Participate in ensuring the stability of all of Berg’s information systems with teamwork and professionalism, including, but not limited to, carrying and responding to a cell phone and being available when needed for critical system support
- Explain and document computer systems in terms equivalent to user’s experience level
- Work under pressure and at a fast pace
- Set-up and install peripherals including but not limited to phones (Cisco IPT), PC’s, printers, laptops, monitors/projector units in person or as an instructor by phone
7
Experience For Win-t IT Help Desk Technician Resume
- Assist with physical PC workstation moves (PC’s, monitors, phones, etc)
- Draws on basic understanding of network topology and connectivity to monitor and troubleshoot the bank’s network. Further develops working knowledge of the bank’s networking environment
- Proficiency in Microsoft Word, Excel, PowerPoint and Outlook 2013
- Proficiency in Adobe Acrobat XI or DC
- Work on multiple tasks simultaneously with regular interruptions
8
Experience For IT Help Desk Technician Resume
- Follow and apply specific IT policies
- Proactively acknowledge when there is a problem
- Actively look for ways to help the end user
- Travel to our other offices, if needed
- Input new system users onto the organization domain, e-mail system, and proxy servers within set timescales and ensure existing system users’ information is correct and up to date
- Provide computer and phone peripheral support for all Carbone Auto Group locations
- Set-up and install peripherals including but not limited to phones (Avaya), PC’s, printers, laptops, monitors/projector units in person or as an instructor by phone
9
Experience For IT Help Desk Technician Level Resume
- Monitor Enterprise Help Desk requests and determine appropriate response
- Perform setup, diagnostic, and simple repair of personal computer, printer, and mobile device hardware
- Establish and track calls through help desk software
- Identify, research, and resolve technical problems with all LAN based applications
- Respond to immediate site requests, email and personnel requests for technical support
- Track and monitor problems to insure a timely resolution
- Provide computer and phone peripheral support for all locations
10
Experience For Senior IT Help Desk Technician Resume
- Create/remove logon credentials from various in-house systems including but not limited to Microsoft Active Directory, Cisco Call Manager, Cisco Unity Voicemail, Third Party Systems and databases
- Set-up and install peripherals including but not limited to phones (Cisco IPT), PC’s, printers, laptops, monitors/projector units in person or by phone
- Meet and exceed individual objectives as defined by leadership
- Maintain a high level of trust and confidentiality with sensitive information
- Continuous self-improvement through personal growth
- Personal ownership for actions and results
- Responds to requests for technology/desk-side support, either remotely in person
- Meets with customers, solves issues in a positive and efficient manner
List of Typical Skills For an IT Help Desk Technician Resume
1
Skills For IT Help Desk Technician Level Resume
- Advanced experience with Microsoft desktop operating systems and Office Automation tools (Office 2010 Professional [Word, Excel, PowerPoint, Access], Project, Visio, Internet Explorer, etc.)
- Previous work experience with trouble ticketing systems
- Experience managing Microsoft Active Directory
- Experience managing an IP PBX
- Experience working with virtualization deployment and management
- Backing-up/moving files on existing workstations to be replaced and/or reconfigured
- Responding to incidents as directed by the COR or through ticketing system
- Inventorying and reconciling all newly received IT assets against purchase order information
- Knowledge of networking concepts and the ability to troubleshoot network printing and wireless issues
2
Skills For Senior IT Help Desk Technician Resume
- Network and Routing protocols (TCP/IP, VLANs, ACLs and QoS)
- Support and maintain CampusParc desktop and laptop computers running in a Microsoft Active Directory environment
- Basic understanding of PC/MAC/Apple iOS devices
- Basic understanding of LAN/WAN networks and VoIP
- Hardware & telecommunication troubleshooting
- Conduct system user training for new procedures, when necessary
- Provide support for existing IT systems
- Provide support for the systems that update, enhance, or replace existing IT systems
3
Skills For Win-t IT Help Desk Technician Resume
- Provide guidance and recommendations for systems that update, enhance, or replace existing IT systems
- Mobile device support (Apple iOS, Android)
- Microsoft Exchange Account Management
- Install new software, perform system upgrades, and ensure that Microsoft security software, operating system, and other software updates are applied to PCs and network
- Monitor system performance, review system logs, conduct performance tuning and baseline analysis, troubleshoot system hardware, networks, operating and management systems
- Escalate application problems to vendors
- Administration of Active Directory users, creation of new Active Directory users, password resets, and network shares administration for departments and users
4
Skills For IT Help Desk Technician Resume
- Perform software and hardware system audits and IT asset management
- Work with business units to provide network services in support of business operations and installation, administration, and maintenance of servers, routers, switches, firewalls, printers, phones, and other network-related and/or capable devices, including security systems and VPN gateways to detect and solve security and/or accessibility issues
- Support administration of networked Xerox copier and PC printers, installation of updated drivers, and working with Xerox support vendors to resolve problems with Xerox copiers
- Support the administration of CIC Call Center system, installation of new stations, software updates, and working with OSU OCIO department to resolve CIC issues and technical problems
- Support the administration of the CampusParc email system, working with the email Cloud vendor to resolve email issues/technical problems
- Administration of McAfee Enterprise Virus Protection and Security System; verify that .dat virus updates are applied to all networked devices, ensure that all system virus scans are performed, perform PC virus removal, and enforce company virus protection policies
- Administration of call center application used by CampusParc agents to enter trouble tickets from internal and external clients; create agents, custom agent views, and custom reports as required
- Respond to application-related trouble tickets using communications management system. Inform user groups and IT team of incident occurrences and provide periodic status and resolution ETA. Implement patches and releases into production systems
5
Skills For IT Help Desk Technician Level Resume
- Protects organization’s value by keeping data information confidential
- Troubleshoot and provide service to specialized networked equipment including PC components
- Work with headquarters in Hartford, CT to implement company goals and standards
- Create and Track support tickets and complete all system documentation
- Provide basic help desk support related to hardware, software, network connectivity, email and application support
- Execute other assigned tasks as delegated
- Provide technical support to users of IT services at the PCD
- Assist users with problems related to computer and communications services, including operating systems, local area network (LAN) services and various applications packages
- Troubleshooting experience with a variety of hardware and software
6
Skills For Senior IT Help Desk Technician Resume
- Detail oriented in creating and modifying tickets in helpdesk and ITSM solutions
- Knowledge of current desktop operating systems and software applications
- Respond to emergency situations during non-standard hours
- Gather data and perform diagnostic techniques to help identify solutions to problems
- Monitor the resolution of user problems; expedite problem resolution efforts and coordinate with vendors and other technicians to resolve problems with telecommunication services, computer hardware, software and procedures
- Serve as a principal point of contact for resolving user questions or problems concerning IT automation systems, software and/or hardware problems, password violations, telecommunications trouble and work orders
7
Skills For Win-t IT Help Desk Technician Resume
- Determine the exact nature of the problem (for example, routine, non-routine, user error, faulty data lines, equipment malfunctions, software malfunctions, etc.) in order to provide or assist technicians, specialists and users with solutions to problems
- Collect information from callers and apply to troubleshooting and workstation and/or printer services
- Coordinate with the Army network, telecommunications specialists in monitoring the local area network (LAN) and Wide Area Network (WAN) and installation telecommunication video teleconferencing
- Previous experience in Help Desk position is an advantage
- Demonstrated knowledge of Windows 10 and Linux variations
- One year of relevant help desk experience
- Experience with Windows 10, SharePoint, and Office 365
- Experience with the Autodesk suite of tools
8
Skills For IT Help Desk Technician Resume
- Tracking and managing all TSDN hardware/software related warranties through Remedy or other specified asset database
- Ensuring that equipment removed from the floor and absorbed back into inventory
- Performing minor manual software installations, as directed
- Performing minor cable adjustment/revisions within the office structure to connect desktop/office equipment
- Changing PC and printer network cards
- Possess or be able to obtain COMPTIA A+ and Windows10 OS certification with 6 weeks of hiring
- Work on a different time shifts (afternoon)
- MS Windows systems administration
9
Skills For IT Help Desk Technician Level Resume
- Communicate with staff at all levels
- Trouble-shoot and problem solve
- Basic knowledge of personal computer and printer hardware
- Knowledge of LAN networking, Windows 10 or federal approved Windows Operating System (OS), HP and Dell desktop and laptop equipment, Dell WYSE Zero clients, WYSE Device Manager (WDM) Microsoft Office suite 2016 or federal approved
- Technical support of a variety of COTS applications
10
Skills For Senior IT Help Desk Technician Resume
- Performance of all tasks associated with remote administration of PCs, and peripheral IT equipment
- Travel, work overtime and weekends as needed
- Able to build rapport, listen, identify and resolve issues
- Hardware & software knowledge/installation/maintenance
- Telephone & voice mail installation/maintenance
- Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly easy to understand language
- Hands on PC, MAC and iOS experience
- Special software: Experience in a networked computer environment is highly desired
- Proficiency Windows operating systems, MS office, MS Exchange
List of Typical Responsibilities For an IT Help Desk Technician Resume
1
Responsibilities For IT Help Desk Technician Level Resume
- Works with BMC FootPrints, an ITIL compliant service request management system
- Adheres to inventory and change management procedures
- Travels to various business locations within the tri-state area to provide desktop support
- Assists and trains other technicians on Help Desk as needed
- Handle Tier 1+ help desk escalations through tickets, email or phone
- Setup and support of desktop applications
2
Responsibilities For Senior IT Help Desk Technician Resume
- Provision and support of end user VOIP telephony equipment
- Support wired, wireless, and VPN networks
- Support audio, video, and telepresence equipment in conference rooms
- Windows 7 & 10 and Office 365
- Active Directory user maintenance
- PC hardware, Printers, scanners, computer peripherals, Mobile devices
- Provides solutions to customer problems/inquiries to ensure customer satisfaction and productivity
3
Responsibilities For Win-t IT Help Desk Technician Resume
- Researches, resolves, and responds to customer questions/inquiries received via telephone calls
- Provides support in accordance with current service standards
- Exercises discretion and judgment in problem diagnosis, resolution and/or escalation
- Assigns problems/inquiries that cannot be resolved by the support center to appropriate Tier 2 personnel
- Acquires and maintains knowledge of relevant technology, product offerings, current support policies, and methods of support delivery
- Achieves and maintains department service objectives
- Escalates individual and departmental items of concern to management
4
Responsibilities For IT Help Desk Technician Resume
- Serves as the escalation point for problem resolution for all Information Management (IM) Support Center agents
- Respond to queries either in person, over the phone, or via email, and follow up with customers to ensure issue has been resolved
- Resolve technical problems with Local Area Networks (LAN), Wide
- Area Networks (WAN), and other systems
- Provide facilitation of a high-performance support/helpdesk organization to maintain a reliable IT infrastructure; and support to all End Users within the company and sister companies in North America relating to IT issues including PCs, Applications, VoIP phones, iPhones, basic networking, printers and multifunctional devices
- Coordinate new and loaner desktop and laptop computer requests and inventory
5
Responsibilities For IT Help Desk Technician Level Resume
- Perform setup, configuration and troubleshooting, on desktops, workstations and laptops; and preform installs, moves, adds and changes in the areas of PCs, printers and VoIP phones
- Experience in Helpdesk and/or customer service relations
- Exposure to a Microsoft server environment, and proficiency in Microsoft Office applications
- Pick-up computer related equipment, tools and supplies that weigh up to 25 pounds
- Identify critical user and system issues and escalate to the IT Manager
- Install personal computers, mobile device, desk phones, and printers for new employees
- Write helpdesk procedure documents
6
Responsibilities For Senior IT Help Desk Technician Resume
- Cross-train within the IT department·
- Make necessary security changes as directed by Human Resources and department managers
- Proficient with Microsoft Windows and Microsoft Office 365
- Weekend and Holiday coverage as needed
- Assist with deployment of refresh and new technology
- Work closely with team leadership, immediate team and cross-department peers, and vendors to optimize technology for our internal customers
7
Responsibilities For Win-t IT Help Desk Technician Resume
- Recording the description, serial number, customer name, barcode, vendor information, and location of all deployed/received equipment in Remedy or other asset tracking system
- Troubleshooting problems arising with hardware to determine whether they are hardware or software related, in attempting to asses and remedy the problem either remotely, or on the spot
- Configuring and deploying new and/or reconfiguring existing printers
- Configuring and deploying Treasury Baseline for Classified System standards as specified by the Information Systems Security Manager for Classified Systems, based on National Institute of Standards and Technology (NIST), NSA, CNSS and other standards setting bodies
- Support Thin Clients, servers, peripherals including but not limited to monitors, keyboards, mice, speakers, external drives, scanners, etc
- MCSA or Apple certifications
- Common IT Knowledge
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