help desk support specialist resume

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Help Desk Support Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the help desk support job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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• Utilize Network Administrative Tools to manage the network and ensure efficiency of system resources
• Manage service ticket queue, prioritize requests and perform work to meet or exceed clients’ expectations
• Support, trouble shoot, and configure remote access to assist network users with connectivity to network from non-magnet connections
• Provide in-person and remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware across Canada
• Manage site specific projects as related to network infrastructure and server support
• Providing first and second-level PC network and technical support to users on routine or complex problems on all desktop and server application issues
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Working knowledge of eClinicalworks
• Performs other duties as instructed by management
• Perform workstation setup, moves, ads, changes
• Assists the Help Desk Manager with reporting, analysis, or training and testing tasks
• At the start or end of each work shift discuss, transfer and/or make aware the shift of any unresolved or open issues
• Work with various IT support team members; providing prompt problem resolution to end-user community
• Provide customers with training and advice on DB related technologies and transformations
• Work within the team framework created by management and work with team members on assigned projects
• Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations
• Assist with IT administrative duties; signing checkout sheet, obtaining paperwork for, setting up, and troubleshooting for network and email accounts
• Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments
• Relies on instructions and pre-established guidelines to perform the functions of the job
• Create, track and manage service requests for new hires, client moves and terminations
• Ability to demonstrate strong knowledge and experience supporting Microsoft Windows 7 and Office 2010
• Strong knowledge of server and network topology
• Excellent phone & customer service skills; ability to be empathetic, work under stress and allow the end user to feel the smile through the phone
• Ability to deal with irate customers and to always display a professional attitude while
• Excellent customer service ability and soft-skills is the most important qualification
• Experience working with a knowledge base or knowledge tool
• Ability to master functionality of new Firm applications quickly and effectively
• Strong attention to detail, analytical and problem solving skills
• Ability to provide technical support over the phone, maintaining a professional demeanor
• Ability to exercise patience and professionalism during stressful situations

15 Help Desk Support resume templates

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• Strong communication skills and the ability to communicate to demanding customers
• Ideally Possess a Bachelor degree in IT
• Knowledge of computer operations practices, procedures, and techniques
• Knowledge of Windows operating systems on PC's
• Knowledge of computer hardware and software
• Knowledge of software applications on PC's
• Ability to diagnose and troubleshoot technical computer problems
• Ability to install hardware and software
• Ability to load and optimize utilization of advanced computer software and operating systems
• Understanding of connecting, routing, data transfer, Protocols, Firewalls, TCP/IP
• Team-playing attitude, interpersonal skills, autonomy
• Ability to learn & utilise new concepts quickly
• Fluent in English
• Fluent in Portuguese (native language in Brazil)

Specialist Help Desk Support Resume Examples & Samples

• Bachelor’s degree in Computer Science or a related discipline; or equivalent work experience in IT Support
• Approximately 7 plus years of experience in support of IT products
• Extensive technical expertise in various facets of PC support, which may include PC applications, hardware, tools, utilities, networking, telecommunications
• Ability to simultaneously work on multiple projects or assignments in a fast-paced and highly challenging environment
• Able to work effectively with high level customers and other management personnel
• Exceptionally strong Customer Service skills

Help Desk Support Analyst Levels Resume Examples & Samples

• Prior experience in a similar role
• Excellent communication and troubleshooting skills $
• College degree

Help Desk Support Representative Resume Examples & Samples

• Proficient in technical problem solving skills
• Efficient & accurate in documenting incidents/problems into the ticketing system within specified service level agreement (SLA's)
• Ability to collaborate with Level 1 and Level II on various projects and daily tasks
• Proficient in troubleshooting Microsoft Office products and Microsoft Operating systems
• 3+ years software analysis and solutions development in a variety of environments with increasing levels of responsibility
• Exposure to SuccessFactors, ADP or other HR/Payroll Applications not required but preferred
• Proficient at Excel, Word, Visio, and PowerPoint
• Strong Communication Skills
• Strong Analysis Skills, including ability to quickly learn and apply system related functions
• Pro-activity and Drive
• Ability to adapt and embrace change

Supervisor Help Desk Support Resume Examples & Samples

• Minimum 2 years of experience using Sabre distribution system including understanding of the procedures related to the reservation, ticketing and fulfillment of travel bookings
• Prior supervisory experience in a contact center environment preferred
• Ability to lead and motivate a team of multicultural staff and to delegate to subordinates
• Ability to analyze problems, identify key problems and make decisions to solve problems
• Ability to provide technical support and advise team on technical support
• Ability to evaluate and coach performance
• Ability to make decisions on the spot during difficult situations
• Strong presentation skills in diverse scenarios
• Professional fluency in written and spoken English

Help Desk Support Service Specialist Resume Examples & Samples

• Minimum four years of technical experience on an enterprise helpdesk
• Two years of experience with supporting remote users through telephone discussion
• Knowledge of and experience with printer mapping, wireless network configuration and troubleshooting, VPN client connectivity
• Must be able to obtain the Security+ certification and provide proof that the candidate is enrolled into the Comptia Continuing Education program before start
• Must be able to work any shifts – 24x7

Help Desk Support Analyst / st Line Support Resume Examples & Samples

• To provide telephone and email help desk support and handling first Line calls
• Quickly identify calls that need to be routed to 2nd Line support and assign these as necessary
• Ensure that all work is carried out and recorded in accordance with the Help Desk standards and procedures
• Identify calls that need to be escalated to the Help Desk Team Leader or Manager
• To identify customer training requirements
• Participate in department reviews, looking for process improvement, spotting trends and help to identify communication needs both internally and externally
• Keep up to date with our Planet Application functionality and deployment methods
• Good knowledge of microsoft products
• Interest in windows server/ citrix/ database management/ report writing
• Graduate with computer degree
• 2+ years IT related experience troubleshooting hardware, software, and connectivity issues
• 3+ years of direct interaction with customers and clients in a corporate environment
• 3+ years of IT Helpdesk/Call Center Experience, User Support, Win XP/2000, Outlook 2003 & 2007, Ticketing System knowledge/experience
• Highly skilled in multi-tasking is a must
• The HDI Customer Support Specialist Certification (CSS) or HDI Help Desk Analyst Certification (HDA) is highly desired

IT Help Desk Support Representative Resume Examples & Samples

• Escalates Help Desk tickets to appropriate second and third level support groups in a timely manner
• Tracks and monitors Help Desk tickets to ensure a timely resolution
• Basic troubleshooting of operating systems, computer hardware, applications (software and peripherals, etc.)
• Provides basic instruction to all users as necessary regarding the use of various pieces of equipment or Bank deployed software packages
• Performs IT equipment moves and schedules all repairs, conference calls and Live Meeting requests

Help Desk Support Analyst Resume Examples & Samples

• 6 or more months of telephone technical support/ customer service experience
• Basic networking experience
• Excellent communication and phone answering skills
• Good typing and grammatical skills
• Ability to follow written and verbal procedures
• Willing to work weekends and or different work shifts when needed
• Answer any in coming client calls
• Log and thoroughly document all incoming client calls into the Remedy database application
• Triage, Resolve, Close and/or escalate all assigned and/or answered client calls
• Transfer any unresolved calls to Level II
• Follow the escalation procedures of escalating all problems calls first through your Level II analyst, NTST, then management
• Check the Remedy database queue for any assigned calls and client issues assigned to you throughout your work shift by the Coordinator
• Updates to the Remedy database as required when the status of issues changes
• Communicates effectively and courteously with the end user regarding the status and or resolution of each issue
• Advises team members and management of any issues that relate to customer satisfaction or if there are problems in getting issues resolved in a timely manner
• Keep peers and manager informed of trends, significant problems, unexpected delays
• Attends departmental meetings as required and actively participates in in all meeting activities
• Take the training required, technical as well as interpersonal. Stay abreast of all current technology
• Associate’s Degree in Computer Science (CS) or related area, or equivalent work experience
• Minimum two years of experience in a help desk support related role
• Thorough knowledge of Windows Vista/7 and associated applications used in an office environment including Office 2007/2010 and Adobe Acrobat
• Knowledge of TCP/IP networking as it applies to a Windows environment
• Knowledge of a variety of protocols including DHCP, DNS, SMB/NETBIOS, SMTP, RDP
• Strong ability to operate in a close team environment
• Excellent verbal and written communication skills with an ability to write clear and concise technical documentation
• Ability to work with a wide degree of creativity and latitude

Help Desk Support Resume Examples & Samples

• Responds to and diagnoses problems through discussion with users. Includes problem recognition, research, isolation and resolution steps
• Typically resolves basic problems while refers more complex problems to intermediate and/or senior level
• May involve use of problem management database and help desk system
• Serves as primary contact for customer queries regarding network outages
• May require traveling for Helpdesk projects
• Working experience of at least 12 months at an airline or a travel agency using the Sabre system
• High level of resistance to stress and ability to perform multiple tasks simultaneously
• Preferred additional language skills- Arabic, French or Urdu
• Excellent computer software skills (Word, Excel, Outlook)
• Partner with peers to identify areas of improvement within the IT department and the company-at-large, providing solutions in the form of new standards and procedures
• Answer calls from internal users, providing effective first-level support and documenting your work in Humana’s tracking system
• Triage reported problems to determine the most efficient manner of resolution
• Simulate or recreate operating difficulties, recommending system modifications and communicating with other IT departments to correct core issues
• Working knowledge of Operating Systems
• Strong troublshooting skills
• Strong communication skills
• Bi-lingual (read and write English / Spanish)
• Strong team player and problem solving skills
• Associate’s or Bachelor’s Degree in Computer Science, Information Technology or a related field or technical certifications (example: MCSE)
• Working knowledge of Crystal Reports

Specialist, Help Desk Support Resume Examples & Samples

• Answers telephone and email support requests
• Assumes responsibility for tasks assigned to them and ensures proper technical solutions have been applied
• Participates in system maintenance, upgrades, etc
• Participate in computer moves
• Prepares computers for new and existing staff members
• Installs / upgrades business applications
• Supports remote access (Citrix, Cicso VPN, WAN) to business applications
• Work with users and other technical personnel to resolve problems
• Experience with mobile devices and (EMM McAfee/BES)
• Experience using SCCM (remote control console)
• Experience with Exchange Management Console – (2010)
• Minimum of 2 years experience with
• Troubleshooting IT issues
• Windows 7 and XP workstations
• MS Office 2007, 2010
• Knowledge of network technologies (TCP/IP VPN, DHCP)
• Knowledge of Business apps (Reppak, IBMS, Borealis, InfoSys, MicroBBM)
• Strong communication skills and ability to work well under pressure
• Diploma or Degree in Computer Studies or related field an asset
• Provide hardware and software technical support for corporate and remote users
• Respond to and resolve helpdesk tickets, emails, calls and voicemails in a timely manner
• Setup new desktops and laptops with necessary business applications
• Setup user accounts, permissions, mailboxes, groups and other server administration items
• Configure and troubleshoot hardware as necessary (computers, printers, networking, wiring, etc.)
• Manage service ticket queue, prioritize requests and perform work to meet or exceed clients’ expectations
• Demonstrate excellent and effective communication skills working in a collaborative environment
• Experience with MAC harware and OSX

Hbss Help Desk Support Admin Resume Examples & Samples

• Provide support to Fleet Units for all matters dealing with HBSS ashore ePO management
• Escalate issues/problems to support solution development
• Manage, track, report, policy exceptions IAW Navy TTPs/SOPs
• Report compliance status IAW Navy mandates, and management direction
• Implement HBSS deployment, and policy strategies IAW approved Navy TTPs/SOPs
• Manage ticketing system
• Monitor/Analyze ePO rollup event feeds and respond/report IAW approved Navy TTPs/SOPs
• Monitor/ Analyze ePO rollup asset feeds and respond/report IAW approved Navy TTPs/SOPs
• Monitor/Analyze Rogue System Detection and respond/report IAW approved Navy TTPs/SOPs
• Verify automated reports are being sent out as needed
• Creation of server tasks, automated reports, etc
• Maintain a presence in the HBSS chat room
• Current DoD 8570.01-M IAT level II certification requirements (Security+ CE, CCNA Security, GSEC, SSCP)
• Active security level clearance
• 7+ years of IT experience to include 2+ years helpdesk experience
• Knowledge and experience in working with each of the following
• McAfee Host Intrusion Prevention System
• McAfee Data Loss Prevention Endpoint products
• McAfee HBSS ePO administration
• Microsoft Structured Query Language (SQL) server working knowledge
• Computer Network Service Provider Auditor (CNDSP-AU)

Remote Project Based Application Help Desk Support Representative Resume Examples & Samples

• Ability to maintain a high energy level on several calls
• Confidence, adaptability and integrity to handle various phone calls
• Ability to multi-task, i.e. type while talking on the phone
• Gathering information, researching/resolving inquiries and logging applicant calls/emails
• Maintaining an engaging rapport, quickly, with many students throughout the day
• Answering student questions about admission requirements, filling out the application, submitting documentation, deadlines, etc
• Mastering our communication systems (phone, e-mail, RightNow and other internet databases)
• 3+ years of experience in Help Desk or Technical Support roles
• Network / Desktop troubleshooting experience with: Re-Imaging Desktops, Windows XP/7 Operating Systems, Windows 2000/2003/2008 Server operating system
• Strong client-facing skills
• Logs all help desk calls or email requests into ticket system and updates existing tickets
• Supports the end user in relation to the desktop OS, Microsoft Office, printers, hardware diagnostics and other applicable software packages
• Completes new user setups separations as well as password reset requests
• Completes add / moves / changes within Association phone system
• Works to eliminate root causes of recurring help desk ticket requests
• Train personnel on proper operating procedures relating to application software
• Create FAQ documentation for recurring Help Desk requests
• Provide support to the end-user on PC and software questions
• Troubleshoot computer issues at branch locations including, but not limited to: PC problems, printer problems, internet connectivity, and installation of upgrades and/or new equipment
• Other duties, as necessary

Help Desk Support Technician Resume Examples & Samples

• First-point-of-contact for employee/associate support
• Remote support for office and retail technology
• Provide general technical advice/training to employees/associates
• Properly set resolution expectations and provide continuous status reporting to support population for unresolved problems
• Perform problem determination within the environment and other relevant infrastructure platforms. Escalate issues to appropriate support groups, as required
• Experience using helpdesk ticket tracking systems
• Ability to multitask and meet time constraints

Zara Seeking IT Help Desk Support Based Resume Examples & Samples

• Solving and logging any issues/ problems with various equipment such as registers, PDA’s, TGT’s, and technology devices in the stores (IPads, Printers, Scanners, Network Equipment)
• To deal with any day to day IT issues
• Liaise with the IT department in USA
• IT knowledge
• Understanding of network systems
• Able to work autonomously with high levels of initiative
• Knowledge of Spanish Language is a plus
• Highly organized and prioritization skills
• Ability to work in a fast pace environment, under pressure

IT Help Desk Support / Intern Resume Examples & Samples

• First Level IT Support
• Solve day-to-day problems with Windows 7, Microsoft Office 2013 and Network Print Devices
• Troubleshoot network connectivity for wired and wireless connections
• Maintain existing user accounts
• Change, upgrade, and/or repair computer hardware and software
• Maintain up-to-date inventory for IT hardware
• On-site and remote user telephone support
• Respond to users concerns
• Promotes good housekeeping (5S)
• Some course study in Computer Science/Information Technology
• Technical knowledge of network and PC hardware
• Computer related experience in operations, maintenance and troubleshooting required
• Knowledge of desktop applications software, configuration, and installation experience required
• Troubleshooting skills and the ability to manage multiple priorities highly desired
• Proficiency utilizing various software, i.e. Microsoft Office, etc
• Must have knowledge of Windows 7, basic networking and personal computer hardware troubleshooting
• Mandatory shift work required including evenings, weekends and holidays
• Ability to work independently at all times
• Responsible for On Air production support including newsrooms/studios/control rooms
• Knowledge of Production applications an asset (iNews, PRX, Harris systems)
• Answers telephone support requests
• Manage assigned tickets in a timely fashion
• Supports remote access (Citrix, VPN, WAN) to business applications
• Supports corporate email on mobile devices
• Creates and updates technical documents for knowledge database
• Minimum of 2 years experience with, Troubleshooting IT issues for Windows 7 workstations and MS Office 2010
• Experience with mobile devices and (McAfee EMM/BES)
• Experience with HP Service Manager

Help Desk Support Associate Resume Examples & Samples

• Understanding of Financial Markets and terminology
• Some experience using online databases
• Ability to handle constantly changing flow of traffic

Associate Help Desk Support Resume Examples & Samples

• Thorough SABRE knowledge, airline and/or travel agency background preferred
• Dealing with both internal and external customers
• Excellent communication skills, written and verbal in English

Help Desk Support Engineer Resume Examples & Samples

• Provide day-to-day support (e.g., break/fix, how to expertise, monitoring, testing) for business applications or infrastructure to end users in both Office and Plant environment
• Co-ordinates with Support team to ensure that problem are resolved on-time
• Perform Windows 7/8 SCCM provisioning process to stage desktops and laptops
• Setup and perform data transfer for users
• Act as Team member to deploy Global IT’s new initiatives, example: Windows 8 installation and upgrade to Windows 10
• Attend to CCSN tickets and provide technical (hardware and application) support to users
• Submit CCSN Requests. Example: New user creation, request for Secure-ID soft token
• Attend to adhoc requests, example: Town-hall setup, Open Meetings setup, Workshop setup, Audio setup for Seasonal or Occasional celebration
• Attend to vendor who will be onsite: examples: Server room and switch rooms air conditioner servicing, FM200 integrity test, Zebra printer service maintenance etc.
• Provide support to Warehouse Wireless devices (Handheld Terminals & Printers)
• Associate Degree with concentration in Computer Science
• Two (2) to three (3) years of experience Help Desk support activities. Experience of supporting end users on desktop support and day-to-day activities
• Basic understanding of Desktop, Server, LAN & WAN Environment and troubleshooting experience
• Windows OS knowledge and related problem resolution
• Desktop/printer trouble shooting
• Customer Focus: Making customers (external and internal) and their needs a primary focus of one's actions; developing and sustaining productive customer relationships; creating and executing plans and solutions in collaboration with the customer
• 1-2 years support center experience
• Strong PC skills
• Amazing Customer Service Skills
• Ability to interface with all levels of staff

Help Desk-support Service Specialist Resume Examples & Samples

• All work must be completed on-site at Ft. Knox
• Knowledge of and experience with Windows 7
• Helpdesk (HDI) certification is required
• Experience on an enterprise helpdesk
• Experience with supporting remote users through telephone discussion
• 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
• Must be able to work any shifts

Help Desk Support Spec Resume Examples & Samples

• Responsible for providing helpdesk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT Remedy Enterprise helpdesk system
• Monitor Service Desk for tickets assigned to the queue and process first-in first- out based on priority
• Modify configurations, utilities, software default settings, etc. for the local desktop or laptop workstation
• Utilize and maintain the helpdesk tracking software with appropriate Knowledge Points and updates them as necessary by documenting internal procedures
• Install, test and configure new laptop workstations, peripheral equipment and software and maintain inventory of all equipment, software and software licenses
• Manage PC setup and deployment for new employees using standard hardware, images and software and adhere to Army Gold Master Standards
• Perform timely laptop hardware and software upgrades as required by end user and in accordance with approved software and hardware list
• Identify all applicable applications and systems needed in a new build for Transition Division laptops
• Create the build incorporating identified applications and systems
• Deploy build to all identified Transition Division laptops
• Update build with all applicable patches and updates
• Maintain all non-deployed laptops on the network to ensure that they remain on the domain
• Coordinate and ship laptops to Transition Division in the field (utilizing existing shipping account)
• Conduct spot check inventories in accordance with identified resource inventory procedures
• Assist in answering TAP-XXI IT support emails
• Associate Degree (or equivalent years of experience) in the field of Computer Science, Information Systems, Engineering or related field and 2+ years of related experience as Help Desk Specialist. Significant experience may substitute for minimum educational requirements
• Work at an enterprise leave help desk to design, develop, implement Install, test and configure new laptop workstations, peripheral equipment and changes to the end user specific applications and services
• Monitor system hardware and software services and recommends effective utilization of resources and investigate potential system performance problems and implements emergency recovery procedures
• Respond to system and environment problems by analyzing the problem, formulating a solution, and quickly repairing the system to avoid costly interruption of services to end users
• Maintain knowledge of hardware, software, and/or systems products to continuously improve system utilization, performance and financial benefits
• Minimum two years of technical experience on an enterprise helpdesk
• Previous experience with enterprise helpdesk application
• Helpdesk (HDI) certification is required within the first 90 days of hire
• Knowledge of ISO/ITIL processes and documentation standards a plus
• Possess a SECRET clearance or have the ability to get one. Must have an interim SECRET to begin work on the contract
• Must sign a non-disclosure and privileged level access agreement
• A self-starter, capable of working both independently and in team environments
• Strong customer service, organizational skills, knowledge of applicable DoD/Government policies and procedures
• 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
• Must possess a CompTIA Security+ certification
• Experience in use of Service Desk telephone and ticketing management software; Remedy and Automatic Call Distribution (ACD) experience is a plus
• Excellent hardware and software troubleshooting skills
• Experience working in a highly visible, constantly changing, fast paced, high level government environment supporting military, government and contractor personnel is desired

Systems Administration / Help Desk Support Resume Examples & Samples

• Windows Server 2008R2; 2012R2
• MS Office 2007/2010/2013
• Windows deployment services
• Active Directory and Deployment via Group Policy
• Windows DNS and DHCP
• Windows Certificate services
• Hyper-V and other virtualization platforms
• Switching and Routing
• Printer support
• Cisco equipment and appliances
• Key management licensing
• Ability to diagnose; research; and debug a variety of complex system or networking problems
• A Good understanding of various types of physical media; how they work; and their limitations
• A high level understanding of operating systems and file systems
• Good organizational skills. This includes listening; note taking; documenting etc
• Must be willing to learn new technology and provide expert level support to all customers
• Excellent interpersonal skills. The ability to communicate and work as a member of a team is a must

Help Desk Support Rep Resume Examples & Samples

• Responds to telephone calls, e-mails and in person requests. Uses personal knowledge, technical documentation and reference database systems/sources to analyze and solve end-user problems
• Creates and keeps updated IT documentation (inventories, setup, etc.)
• Keeps track of help desk requests and provides Help Desk statistics to manager
• Assists the Systems/Network administrator with daily and special project operations including management of user accounts, systems security verification and performs other duties as assigned
• Assists in developing training materials and conducts training classes on the applications that make up the standard desktop configuration
• Assists providing standard training for all new employees and refresher lessons for current employees
• Understands PC and network environments, diagnostic and system monitoring tools, Information Technology policies and current software applications/utilities, and equipment platforms
• Troubleshoots software setups and configurations
• Escalates problems that require skills and/or knowledge beyond the Analyst's experience and training to the Systems/Network Administrator
• Prepares and installs images of standard desktop configurations
• Installs applications and applies updates to these programs
• Proactively seeks and implements solutions that will reduce the cost and time associated with supporting the applications and recognizes and analyzes trends in errors so as to identify and install long term solutions to problems
• Some college education or Information Technology related experience
• Proficient computer skills to include, but not limited to Outlook
• Excellent communication skills both oral and written
• Must act professionally
• Ability to manage time and plan tasks to meet deadlines, and the ability to set priorities
• Must be able to work well in a team environment as well as individually
• Strong sense of ethics, including the need for strict confidentiality
• Troubleshoot hardware/software and resolve issues throughout the day and document results
• Utilize excellent customer service skills and exceed customers’ expectations
• Copy and move files through the network without connecting to device
• Create, print objects and the use of print servers
• Use PSTools and WUSE to push windows updates
• Ability to learn corporate applications (use of, error messages, reporting procedures)
• Knowledge of Cisco switches (terminology, port switching, connecting to switches)
• Assigning IP addresses to devices connected to the network
• New setup of workstations and make them presentable (cubicle or office)
• Document and manage surplus inventory
• Excellent customer service skills are a must
• Working experience with Cisco call manager, Cisco contact enter and possible finesse will be definitely beneficial
• Must have experience in resolving PC, tablet, surface book, printer, scanner and software
• Demonstrate a high layer of professionalism even under pressure
• Be a team player and contribute knowledge as well as ask for help
• Must possess working knowledge of
• Windows operating systems (Windows 7, 8/8.1, Surface PRO and Surface RT)
• Windows Mobile OS, Android OS, and Apple iOS
• Microsoft Office 2010
• Active Directory (modifying user accounts, resetting passwords, unlocking accounts)
• DNS and DHCP (Research configuration and custom reservations)
• Remote Desktop Connection (ability to use and teach users how to connect)
• DameWare (Connect to remote users and resolve issues)

Help Desk Support Manager Resume Examples & Samples

• Manage Server backups to include retrieval and storage of tapes
• Collaborates with customer to resolve application, printer, and computer problems, as needed
• Support, setup, administer and troubleshoot for end-user devices, including PCs, printers, other peripheral devices, and Blackberry devices
• Maintains accurate database of hardware accessories, spare, assigned, and emergency Blackberries and accessories
• Produces and updates Standard Operating Procedures (SOPs) for Blackberry, Android & Apple users
• Responsible for answering requests via in-bound and out-bound call, email and CMS ticket
• Assist with basic installation, removal, and trouble-shooting of FIS developed products
• Analyze each request to verify it contains all of the required information to effectively work the request
• Interact with multiple systems that effect the transmissions of maintenance and monetary files for 5,500+ clients which, in turn, are responsible for 25,000+ daily files
• May participate in technical projects
• Communicates technical information to both technical and nontechnical end-users
• The TSR1 works on-call rotations to assist our Secure File Transmissions clients
• Requires a high degree of mental dexterity so the TSR1 can seamlessly multi-task between the products and clients
• Basic MS-Windows and Internet Explorer settings
• Basic knowledge of FTPS and HTTPS
• Self-motivated and an excellent team player
• 1-3 years of experience in a helpdesk environment
• Working knowledge of computers and computer software with emphasis on hospital supported software applications and Microsoft Applications
• Experience monitoring system backups and the changing of backup tapes
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Experience working in a team-oriented, collaborative environment with minimal supervision
• Ensure all PC’s and equipment at the Brant location is operational at all times
• Assist System Support Analysis in maintenance of current network infrastructure (including servers, printers, communication devices)
• Working closely with the System Support Analysis in understanding priorities, and in some cases mentor our users in Brant warehouse with respect to problem resolution and, where possible, train these individuals to be able to resolve Level 1 type problems ‘on their own&#8217
• Provide telephone technical support when needed
• Provide ‘entry-level’ training on basic applications (Word, Excel, Outlook) as needed
• Keep inventory and order hardware supplies and computer consumables, including toners, backup media
• 1) Train and develop Level 1 & 2 Staff
• 3) Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes
• 4) Research new technology, and implement it or recommend its implementation
• 5) Products/Software
• Bachelor's degree in Computer Science, Information Systems or equivalent
• 1-3 years of desktop support, help desk and end user support experience
• Excellent problem solving, interpersonal, and reasoning skills
• CompTIA A+, CompTIA Network, CompTIA Security+, ITIL Foundation Certification preferred

Help Desk Support, Computing Services Resume Examples & Samples

• Bachelor’s degree in Information Systems or related field or equivalent combination of training and experience
• At least 1 year of related experience with Help desk and end user support
• Ability to interact with campus community
• Ability to maintain accurate and detailed records
• Working knowledge of computer operating systems (including UNIX) and common tools including networking, email clients and web browsers
• Certifications from ITIL Foundation and CompTIA are preferred
• Ability to work 11am - 7pm preferred

Technical Help Desk Support Resume Examples & Samples

• Accept inbound calls and handle customer requests
• General Pharmacy system troubleshooting
• Assistance with adjudication issues
• Intermediate PC, Windows, Network and Hardware troubleshooting
• General networking knowledge (routers, switches, VPN, connectivity)
• Experience with Windows 7/XP
• Application troubleshooting background
• Positive attitude
• Strong schedule adherence
• Minimum 1 year experience in a call center environment preferred

p/t Help Desk Support Tech for Stores Resume Examples & Samples

• Perform 1st level troubleshooting for JCPenney stores as relates to POS, scanners, store workstations, iDevices, printers, etc
• Troubleshoot hardware failures, store application errors, phone/voicemail issues, Windows 2003/2008 server errors, Microsoft Office and OS support, and password administration
• VDI/VMWare experience, troubleshooting sessions and using VMWare tools
• Ensure accurate and timely updates are made to Incidents using BMC Remedy ticketing system
• Review knowledge articles to resolve Incidents quickly showing continuous improvement in first contact resolution
• Utilize Avaya phone system to answer calls, transfer calls and login/out for breaks
• Provide excellent customer service which creates positive memorable customer experiences
• Exceptional customer service and communication skills
• Prior retail experience is a plus
• Ability to diagnose issues in a complex environment and identify solutions quickly using a knowledge base (training is provided)
• Industry certifications (e.g. A+, MCP) are nice to have
• Knowledgeable of Windows operating system, Microsoft Office, and basic troubleshooting of hardware and software
• Bachelor's degree in Computer Science or related field is helpful
• 1-2 years' experience working in a Service Desk/call center environment is preferred

Senor Help Desk Support Engineers Resume Examples & Samples

• BS in Information Systems is preferred
• Strong technical skills in areas such as networks, servers, computer room operations, plant floor PCs, RFID, etc
• Ability to work collaboratively with global IT teams, including Network Ops, GTAM, AM and AD
• Ability to troubleshoot Ability to think logically through problems for quick resolution to issues

Senior Help Desk Support Engineer Resume Examples & Samples

• Ability to handle a large and varied workload and deliver projects on time
• Experience dealing with customers possessing a wide range of computer skills
• Aptitude to learn new systems
• Effective prioritization, time management, and project management skills
• Self-starter, highly motivated, sound business judgment and leadership qualities
• Ability to work flexible hours/rotating shifts, and overtime, including some weekends and holidays when necessary
• Ability to troubleshoot
• Ability to think logically through problems for quick resolution to issues
• Understands typical IT support-oriented service level agreements and how to achieve SLA results
• Works across several teams to restore service rapidly during service interruptions
• Works with clients and other business units to achieve established SLA(s) / OLA(s)
• Monitors and works with clients/3rd party vendors to facilitate data transmissions
• 3 to 5 years of experience in a similar role monitoring IT systems
• Exceptionally strong working in a Team orientated environment

Financial Report Writing Help Desk Support Resume Examples & Samples

• Minimum of 2 yrs day to day working knowledge of SQL databases, Queries, Crystal Reports or Reporting Services reporting
• Working knowledge of Cognos reporting software highly desired
• Experienced in writing reports for Business Intelligence and trending desired
• Working knowledge of a Microsoft OS-based server/client environment desired
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
• Demonstrated ability to persuade and influence others on the best approach to take
• On call weekend support rotation
• Ability to learn and support new systems and applications in order to facilitate tier 3 triage and trouble shooting
• Oracle DB and System Administration experience for basic tasks including maintenance of user accounts and permissions
• Experience writing and tracking trouble tickets/problem reports and providing metrics/feedback to internal and external customers
• Maintain a help desk providing Tier 3 support to triage, troubleshoot, respond to user calls, and resolve issues identified
• Provide an initial response to tickets escalated to the Tier 3 support from the Tier 1 or Tier 2 help desk, conduct follow up to user reported issues, and provide status updates following an established Service Level Agreement (SLA)
• Create, maintain and fix database user accounts, roles, and permissions
• Create, maintain and fix system user accounts, roles, and permissions
• Resolve trouble tickets to completion and communicate directly with users to ensure customer satisfaction before closure
• Respond to MARCS Systems service requests and user questions
• Perform data corrections
• Document, track, and resolve user support issues using FDA established tracking tools
• Provide regular status updates and communications regarding all open tickets to the user and, for high and urgent priority tickets, to the COR
• Minimum of 2 yrs day to day working knowledge of a Microsoft OS-based server/client environment, IBM iSeries environments, or a Unix-based OS
• Experience in troubleshooting file transmission issues, typically using FTP or SFTP
• Experience working with security certificates for HTTPS or other SSL encrypted communications
• Experience working with Apache or IIS web servers
• Experience in troubleshooting LAN/WAN network connection issues
• Experience in troubleshooting network printer connection issues
• Knowledge of FIS' products and services highly desired
• Knowledge of financial services industry highly desired
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Excellent analytical, decision-making, problem-solving, team, and time management skills
• Is resourceful and proactive in gathering information and sharing ideas
• Occasional on call night and weekend support rotation
• Provide support for a fast growing business group of 600+ employees multiple downtown San Francisco Bay Area locations. Excellent customer service and engagement are our highest priorities
• Travel to other local sites using a variety of transport methods (walking, taxi, train, etc.)
• Heavy focus on Mac support, with a smaller population
• Also local support for network, wireless, and phones systems (with engagement from level 2 support.)
• A least 2 years experience with OS X/mac-OS – El Capitan and later, especially including system image deployment, maintenance, software and system testing and encryption and security tools (McAfee and FileVault)
• At least 2 years support and administration including remote administration, end user support and interaction with other support groups including executive support
• At least 1 year experience with productivity tools running on Mac’s including MS Office, Lync
• At least 1 year Mac experience in a medium to large environment
• At least 1 year experience with platform management and integration preferably JAMF Casper Suite, SCCM or equivalent
• At least 1 year experience with ticketing and traffic reporting tools (Zendesk, HPSM, or equivalent)-Not Mandatory
• Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues
• Apply expert knowledge to assist with Windows 10 issue resolution, FileSite, Outlook, MS Office 2013, Worksite, DTE, IE, Citrix, Acrobat, STBWeb and legal research tools to troubleshoot and resolve problems
• Educate users and team members on software and support issues
• Communicate clear, concise, step-by-step procedures to users
• Escalate Firm-wide system problems according to Department guidelines
• Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support
• Prioritize issues based on urgency and according to Department guidelines
• Follow up with users to ensure issues have been satisfactorily resolved
• Document troubleshooting steps to share with User Support and others as appropriate
• Make suggestions for departmental technical procedures and troubleshooting knowledgebase
• Troubleshoot with vendor support to resolve technical issues
• Understand all methods of accessing the Firm's systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, GoToMyPC, VPN
• Configure, test, and troubleshoot BlackBerry smartphones and other mobile devices
• Troubleshoot and resolve basic telephone equipment problems
• 2 to 4 years of relevant experience required
• Ability to present information effectively verbally and in writing
• Ability to communicate step-by-step procedures to users in a clear and concise manner
• Basic math skills: addition, subtraction, multiplication, division
• Working knowledge of Windows 7, iManage, MS Office, document comparison software (i.e. DeltaView), Diaries System, SharePoint, telephone support, BlackBerry, smartphones, tablets and laptops
• Ability to effectively prioritize and plan work to meet deadlines in high pressure environment
• Provide a point of contact for end-users to receive support and maintenance of MGO’s desktop computing environment
• Installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and peripherals to ensure optimal workstation performance
• Provide support remotely (via phone, email, or instant messenger) or in person with hands-on help and or training at the desktop level
• Provide software support by assisting users with the efficient and effective use of various company applications
• The position provides opportunities to work on special projects and will be asked to assume increasing responsibilities as time goes on
• Performs other duties as directed by IT
• Associates or BS degree (or equivalent experience) in MIS or technology-related field
• Sharepoint administration experience
• Outstanding customer service skills: ability to assist others in person and over the phone
• Intermediate knowledge of the Windows XP Operating System
• Intermediate Microsoft Office experience
• Demonstrated ability to manage complex projects with multiple stakeholders
• Troubleshooting and resolving single customer issues with Windows, Mac, and Linux, Microsoft Office, Exchange, VPN, SharePoint, Mobile devices (including BlackBerry), and permissions
• Provide first-contact, remote support for desktops, laptops, printers, peripherals and other computer related devices
• Troubleshoot and resolve system hardware and software problems
• Have previously worked in a Helpdesk environment
• Have experience supporting the following areas –in this order of relevance starting with more relevant
• Respond and resolve tickets and incidents in accordance with company IT policies and procedures as they relate to customer support and updates
• Maintain inventories of all IT assets using the inventory collection process to secure Commonwealth assets
• Manage the upgrade of hardware and software when necessary to insure that all services are provided in a secure and timely fashion. This includes but is not limited to new Anti-Virus, Operating System patches, or other mandated software upgrades as directed by company standards and practices
• Clearly communicate and/or escalate to their supervisor any IT operations issues or disruptions (planned or unplanned) to minimize user impact
• Assist Telecom with movement of IP phones as required
• Work collaboratively with internal and external groups in a team environment to improve overall customer service and support
• Provide / utilize any and all resources available through company and other sources for assistance with problem resolution
• Implementation of IT enterprise images for Desktops /Laptops according to procedures and policy to insure a consistent environment
• Responsible for timely response and support during scheduled and authorized non-business hours to insure continuity of services to the network environment
• Install and move assets as required according to policies and procedures
• Assist / lead with meetings special projects and other requests as required to maximize the efficient use of IT resources
• Complete all activities within security policies and practices to insure the safety and privacy of data, its clients and its resources
• Act as the contact person for office wiring / cable installations and performs related duties as required
• Required to travel to various sites as needed or requested
• Participate in team meetings as required
• Install, configure, and support state issued mobile devices
• Troubleshooting and resolving Network issues and infrastructure as required
• Configure and maintain backup and restore process to include swapping tapes, restoring files, and transfer of media in accordance with policies and procedures
• Participate in the development of the documentation of servers, infrastructure and practices by providing written and/or verbal communications to effectively maintain a resource of standard practices
• Provide consultative IT services to IT management and site teams as needed
• Mentor other IT professionals to insure their professional growth and skill set improvement
• Build and restore severs as required
• Maintain Disaster recovery package for server rooms as required
• Review server event logs on a daily basis to ensure optimal performance and identify potential issues
• Perform all duties as required and directed
• Knowledge of hardware / Microsoft Desktop and Server operating systems through current version
• Experience supporting MS Office Suite / working with Active Directory
• Knowledge of, and experience with the Local Area Networks (physical and logical)
• Knowledge of capabilities and limitations of computer hardware, Servers, PCs, Laptops, Printers and Peripherals
• Knowledge of IT industry standards
• Can communicate professionally both verbally and written with peers and management
• Ability to understand the laws, rules, regulations, policies, and procedures, standards and guidelines governing all activities
• Knowledge and experience with basic security measures and requirements
• Valid driver license and access to a vehicle

Wawf Help Desk Support Resume Examples & Samples

• Typically requires a Bachelor’s degree or equivalent, and two to four years of related work experience
• Must be able to pass NACI to obtain CAC for access the USMC network
• At least one year of experience using or supporting WAWF

IT Help Desk Support Associate Resume Examples & Samples

• High school diploma required; Associate's degree in Computer Science, MIS or similar disciplines strongly preferred
• Minimum 3 years IT Help Desk experience
• Must be able to independently build PC's and manage all site phases of the PC deployment process
• Ability to prioritize requests while simultaneously managing multiple tasks
• Initiative, with high energy and enthusiasm
• Strong organizational skills, with high focus on details
• Effective verbal & written communication skills
• Superior customer focus orientation with consistent demonstration of a positive attitude
• Focus on teamwork and personal flexibility
• Familiar with technical terms, concepts, & components of networks & databases
• Prior knowledge and experience with SAP
• Prior knowledge and experience with Office 365
• Past education, experience, or training in relevant computer fields
• Provide technical and procedural assistance via phone, email and chat
• Diagnose and resolve technical software issues related to the Prometheus Analytics
• Application infrastructure stack
• Research issues using available information resources
• Implement issue resolution and/or advise user on appropriate action
• Provide Root Cause Analysis reports
• Escalate problems to tier 2 and tier 3 level support as required
• Track and route problems and requests and document solutions
• Assist senior IT staff as needed
• Working knowledge of Ubuntu and/or Red Hat Linux
• Working knowledge of MySQL or other relational databases
• Demonstrated knowledge of basic shell scripting or other scripting language
• Demonstrated knowledge of basic SQL queries
• Comfortable with VPN and Remote Access technologies
• Ability to assist others with complex issues in a professional manner
• Learning and initiative skills
• Strong problem analysis and problem solving skills
• Install and modify computer hardware, peripherals and software
• Write training manuals and provide on-boarding and conduct user training sessions
• Manage PC setup and deployment for new employees using standard hardware and software
• Follow up with business users to ensure issue has been resolved
• Following agreed procedures and quality standards, notify users of disruptions to normal service delivery
• Assist the BI Analyst and Network Administrator as needed

Help Desk Support Agent Resume Examples & Samples

• Extensive work experience within own function
• Work is frequently completed without established procedures
• Works independently
• May act as a resource for others
• May coordinate others activities
• Associate's Degree (or higher) OR High School Diploma 3+ years of call center experience
• Ability to gain access to Cerner Community Behavioral Health/CCBH (formerly known as Anasazi)
• 2+ years of Help Desk experience with user applications support OR
• 2+ years experience using mental health computer application (including data entry and report submission)
• 1+ year of Customer Service experience
• 6+ months of experience with providing basic training in group settings
• Experience with computer hardware
• Customer service experience in a call center
• Excellent customer service skills and good oral and written communication skills
• Must be a detail-oriented self-starter team player
• Excellent listening skills and ability to take direction
• Represents company to external and/or internal customers, answering product or service-related questions
• Provide IT Support to the Information Technology Division at Naval Surface Warfare Center, Crane (NSWC Crane) located in Crane, Indiana
• Excellent interpersonal skills to communicate with customers and other team members
• Must be able to obtain and maintain a secret security clearance. Prior to first day of employment must have successfully completed security paperwork and have approved fingerprint cards
• Must be 8570 IAT I certified prior to first day of employment and must provide documented proof of certification
• Previous help desk experience highly desired

Help Desk Support Service Resume Examples & Samples

• Qualified candidate must have a diverse technical support background and the ability to support a wide range of technical issues at a high level
• Minimum qualification is 3 years’ experience in Help Desk operations
• A+, Network+ and Microsoft Certified Solutions Associate (MCSA) Windows 7 certifications
• Answer and resolve inbound technical calls at a corporate help desk, efficiently and professionally, in a call center environment
• Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution
• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP / Windows 7 environment
• Using remote control tools to assist customers when needed
• Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking or ticketing software
• Anticipates customer needs and proactively identifies solutions
• Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time
• Escalate high priority, high impact issues to the internal support teams
• Adhere to a regimented schedule (start/end times, lunches, breaks, off phone time, etc.)
• Bachelor's degree preferred, but HS Diploma/GED and 1+ years of experience accepted
• 1+ year of experience in a technical call center environment. (preferably in a help desk with experience with resetting passwords and verifying permissions)
• Experience using an incident or call tracking software or customer service software
• Must be authorized to work for any US employer
• Analyze and resolve application and/or technical support issues upon first contact with internal employees by responding to incoming support requests by way of telephone and electronic communication (e.g. e-mail messages, instant messaging, ticketing system, etc.)
• Ability to resolve problems via remote management tools or provide/dispatch deskside support (occasional travel to locations may be required)
• Develop polished and professional learning content suitable for direct distribution to employees such as job aids, quick reference guides, FAQs and multimedia visual aids
• Conduct periodic training sessions such as individual new hire onboarding and on-the-job training
• Obtain/maintain the customer-focused, professional and technical skill sets needed to support the organization's support needs (e.g. application, hardware, network infrastructure, etc.) as well as the implementation of any new initiatives/solutions that the company pursues
• Participate in IT Emergency Pager Rotation
• Primary customer service contact, addressing household concerns, answering questions and ensuring long-term and accurate usage of equipment
• Builds solid, productive panelist relationships through positive communication
• Investigates and resolves proprietary system generated panelist performance issues
• Strong customer service and human relations skills
• Fluent in both Spanish and English languages
• Outbound and inbound call experience
• Problem solving, and performance analysis abilities
• Capable of working evenings and at least one weekend day each week
• Excellent organizational skills and ability to meet deadlines
• High School Diploma required, College degree or equivalent experience preferred
• Viewed as having the experience and enough knowledge to be able to handle unusual and seldom-occurring job events with minimal assistance from others
• Advanced skills in a particular software application or specialty such as electronic mail, or the ability to access and manipulate computer data using SQL and DDA, or client-server environment
• High school education or equivalent and 3+ years technical training
• Provide first line response for users requiring assistance with information technology issues
• Escalates more involved problems
• Provide timely password resets
• Troubleshoot computer and basic networking issues
• Create new users and assign permissions in Active Directory
• Create email accounts and maintain email distribution groups
• Move and setup computer workstations and all related equipment for staff and new hires
• Maintain complete and accurate computer asset information
• Create and maintain documentation of process and projects
• Assists with downloading and posting of files as needed
• AA in Information Technology or equivalent work experience
• Working knowledge of Windows XP/Windows 7
• Strong conflict/problem resolution skills
• Provide IT support in accordance with companies standard operating procedures (SOPs)
• Perform diagnostics and research that may be required for application installations or removals
• Perform standard Windows 7 operating system tasks that include: Mapping network drives, Printers, File copy functions, Manual installation of software applications
• 6 months+ of customer service experience
• Technical education
• Non-Technical Skills/Personality

Help Desk Support Services Resume Examples & Samples

• Responsible for day-to-day operation of PACS equipment including image workflow, archiving, auto routing, prefetching and other related activities
• Provide primary desktop support for our client support team and radiologists
• Monitor and troubleshoot network, VPN, ISP and system issues, via phone and remote access
• Monitor mission-critical computer systems within the organization
• Monitor the real-time flow of patient data between medical facilities, data center servers and radiologists and respond to issues as they arise
• Responsible for on-call duties when scheduled
• Varied working hours may be required
• Coordinate and conduct end user training sessions as needed
• Create documentation and training materials when needed
• Maintain and produce required reports
• Problem solving management techniques to eliminate problems
• Team coordination, including schedule management for coverage and on-call
• Time management for team for Kronos and payroll issues
• Oversee projects for team assignments so as not to interfere with helpdesk coverage
• Oversee, communication within the helpdesk and to vendors & customers
• Provide status on any or all service impacting activity that effects the helpdesk support to direct manager
• Oversee Training for helpdesk team
• Help develop and use helpdesk reports to manage the helpdesk and continued advancement of the technical skills of the team
• Mentor employees, conduct performance evaluations if applicable, counsel and provide disciplinary actions to assigned personnel with a goal of developing a team oriented approach with positive results. Assist in driving performance management. Comply with all employment laws and support affirmative action/equal opportunity and diversity goals
• Help Desk/Phone support
• Server+ or something similar a nice to have

Help Desk Support, NC Resume Examples & Samples

• Utilize Remedy to properly document and respond to incidents, service requests, updates, patches, configuration changes and maintenance for a wide variety of equipment to include printers, workstations, laptops, servers and network equipment
• Identify and/or troubleshoot problems and interface with external service providers on a wide range of issues to include networks, Microsoft Exchange, Active Directory, DNS and DHCP
• Troubleshoot laptop, desktop, peripheral and server hardware problems and coordinate maintenance with vendors as required
• Create and manage Microsoft Active Directory objects to include computers, security groups, distribution groups, and users
• Configure and troubleshoot iOS and Android mobile devices
• Monitor, troubleshoot and repair basic network problems to include the management of internal office cabling
• Test locally approved hardware for compatibility and usability with customer gold images and other baselines
• Support information assurance (IA) staff in creating and maintaining certification and accreditation (C&A) packages
• Install, repair and configure computer equipment and peripherals
• Maintain and update disaster recovery procedures
• Assist in performing configuration and security compliance scans to include remediation of findings
• Answer Service Desk Phones / Chat / Email
• Create and route tickets
• Tier 1 Customer Support and Troubleshooting
• Successful candidates must possess excellent customer care skills including telephone, verbal and written skills
• Beneficial skills include experience with public sector customer care and Cisco Unified Contact Center IPT system
• Must have telephone help desk experience in a call center environment
• Knowledge and troubleshooting experience in Microsoft Office 2007/2010/2013/365 (ie Word, Excel, PowerPoint, Access)
• Knowledge and troubleshooting experience in Microsoft Outlook 2007/2010/2013
• Knowledge and troubleshooting experience in Windows XP, 7, 8.1 Operating Systems
• Knowledge of Citrix and VPN
• Knowledge of Active Directory and user account changes a plus
• Knowledge of mobile devices (ie Apple, Android, Windows phones and tablets)
• Ticketing system experience is a very strong plus
• Support customers via phone and remotely to assist with service call tracking and dispatch
• Assist billing team with meter reading retrieval from customer where data collection agent cannot be connected
• Log and monitor service calls through our ARC developed web based application
• Place service calls with service vendors for MPS placed equipment
• Keep customers informed of progress and status of calls
• Assist customers with media and supply orders placing orders through our online supply portal as needed
• Good communication skills required
• Answer inbound phone calls from 800 number and direct to the correct department or assist with opening service or supply calls
• Must work well individually and also in a team environment
• Knowledge of large and small format devices preferred
• Must be able to multitask while maintain quality and control
• 1+ year in a copier/printer support role preferred or equivalent experience in customer support role
• Familiar with computers and web browsers
• Great phone etiquette
• Reliable transportation
• 1+ years in a customer service support role with heavy phone support a must with the ability to interact with web based applications through a browser. Help desk or service call workflow would also be preferred. The considered candidate must have excellent customer service and phone skills
• 2 years + technical support experience or certifications
• Basic networking support experience or training
• Previous experience using and supporting Win XP & Win 7
• Must be able to work weekends/evenings on a regular basis
• Some travel to local stores may be required from time to time for training
• Previous experience in a technical help desk environment
• Previous experience troubleshooting wireless components
• Prior experience supporting a retail environment
• Familiarity with ITIL framework best practices
• Provide quality first level support to users via telephone and email with limited direction
• Escalate issues to senior staff and/or other departments as appropriate
• Communicate issues effectively to team as well as other groups
• Document issues according to established processes
• Follow defined departmental policies, processes and procedures
• Meet predetermined schedules and mandated deadlines
• Ability to manage multiple and, sometimes, competing priorities with some guidance
• Process requests for hardware and software
• 3 to 5 years experience serving on a telephone response Help Desk/Service Desk
• Knowledge of Ticket Management Systems (e.g., ServiceNow)
• 3+ years experience with PC hardware/software desktop support
• A Bachelor's degree from an accredited institution or an equivalent combination of education, including certifications and experience. Degree or certifications should be in Computer Science, Information Systems or a related area
• Must have legal right to work in the U.S
• Windows 7, 8, 8.1
• Microsoft Office 2010, 2013 (Outlook, Word, Excel, PowerPoint)
• RSA Administration
• Mobile Devices (Blackberry, iPhone, Android)
• Virtual Private Networks (VPN)
• Active Directory & Exchange Account Creation and Maintenance

IT Help Desk Support Engineer Resume Examples & Samples

• Telephone support and/or shift hours mandatory
• Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool
• Respond to all escalations on a timely manner in line with the Incident Handling Policy
• Provide updates to the customers per the Incident Handling guidelines. Updates include managing updates notifications, Email and Telephone communication
• Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents
• Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner
• Perform technical escalations in line with Incident Handling policy
• Ensure incidents are routed to the proper next level/organization as part of the incident management process
• Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly
• Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications
• Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support
• To resolve by himself/herself most of the incidents relevant to the scope of expertise
• Undertake any other reasonable task as assigned

Robotics Process Automation Help Desk Support Resume Examples & Samples

• Receive training on robotic process automation and service desk support tools
• Record/troubleshoot/diagnose incoming tickets using the support portal and tools
• Analyze and resolve, or determine routing of the ticket, based on the defined process, recording each step along the way into the support desk system
• Coordinating with vendors, clients and team members based on ticket routing/escalation
• Obtain and record all pre-requisite information for the ticket before reaching out to any team members, and update the ticket information as the ticket advances to resolution
• Participate in engagement hand off when clients are eligible to receive support, and maintain the database for easily identifying resources assigned to a client
• Attend incoming support calls and create tickets timely, accurately and completely
• Update ticket statuses and comments after each interaction precisely
• Escalate to management at appropriate times
• Manage the knowledge base with latest updates on product releases, organize and maintain articles and FAQ’s
• Analyze tickets periodically to determine relevant FAQ material and generate metrics
• Make recommendations to the management to constantly help improve processes
• Outreach to clients and team members with best practices and other informational updates
• 2+ years’ experience of working on a help/service desk
• Excellent interpersonal communications skills
• Excellent customer service, written and verbal communication is a must
• Experience using cloud based ticketing portals
• Excellent troubleshooting skills applying logic
• Taking ownership of tickets and driving to quick and effective resolutions
• Articulate, speaks and writes English well
• Self-starter, accustomed to working in a busy and dynamic environment
• Knows how to prioritize requests effectively and efficiently and work with a sense of urgency as determined by the client or management
• Able to work with various systems, platforms, operating systems, languages, tools and technologies
• Projects professionalism, enthusiasm, and a “can do” attitude
• Works well with others in a team atmosphere
• Knowledge of and skill in supporting: Microsoft Products (Internet Explorer, Outlook, Word, Excel, etc)
• Knowledge of and skill in supporting: printers, monitors, keyboards and other computer devices
• Knowledge of office equipment such as: phone system, voice mail, personal computer, calculator, facsimile, and copy machine
• Ability to pay close attention to detail and coordinate various activities simultaneously (multitasking)

Help Desk Support, Analyst Resume Examples & Samples

• Requires individual to exhibit outstanding and uncompromised customer service at all times
• Serve in a leadership role by assisting other associates with incidents and providing updates to the team on impacting issues
• Ensure that all incidents created/updated/followed up by the team are properly created, escalated, and updated according to defined processes
• Serve as a service desk Subject Matter Expert (SME) resource
• Assist management with staffing, scheduling, and new hire training
• Maintain an expert capability level within ticketing and alerting systems
• Troubleshoot issues by consistently using defined troubleshooting questions and methods
• Multi-task between multiple critical or high severity issues
• Initiate event bridges that result from an outage or critical event. Must be able to correctly determine the impact and urgency of issues and respond appropriately, according to pre-defined process
• ITILv3 Foundation certified
• Associates Degree in a related technical discipline, or the equivalent combination of education, technical training, or work experience

Lead Ci-aco Help Desk Support Coordinator Resume Examples & Samples

• Performs SF training in-services with newly hired MPV CI/ACO Help Desk Support Coordinators in the use of the SF Application
• Performs SF training in-services with newly hired MPV CI/ACO Help Desk Support Coordinators in provisioning end users in Access Dignity Health (ADH) and in the Athena Health Population Health web based application
• Perform SF training and in-services with newly hired Clinical Integration Network (CIN) staff in use of the SF application and the continuous training of existing network staff as needed
• Coordinates/distributes CI/ACO Help Desk Service Requests to MPV CI/ACO Help Desk Support Coordinator team members
• Assists Credentialing/CI-ACO Help Desk Manager in the development of written policies and procedures for CI/ACO help desk functionality and reporting
• Active participant in weekly/monthly conference calls and web ex meetings with the various CI/ACO networks, Dignity Health SF and IT Staff in relation to upcoming CI projects and/or improvement in SF functionality
• Acts as the primary contact for CI/ACO Network staff, MPV and Dignity Health corporate staff, physicians and their medical office staff accessing data from SalesForce.com, CI/ACO Provider websites and the Dashboard reporting tool
• Completes, troubleshoots and resolves CI/ACO Help Desk Service Requests in support of CI/ACO Networks, Dignity Health initiatives and the Salesforce application and/or forward to appropriate CI Network Staff, Dignity Health staff for resolution
• As directed by Credentialing/CI-ACO Help Desk Manager, CI/ACO Network Program staff, Dignity Health SF or Dignity Health IT, directs the CI/ACO Help Desk Support Coordinators to open support tickets with Population Health Management (PHM), for break/fix items related to the Dashboard reporting tool, CI/ACO Websites, Care management and referral solutions and other Dignity Health enterprise CI/ACO applications submitted by end-users
• Communicates with or directs CI/ACO Help Desk Support Coordinators to communicate with end-users regarding status/disposition of all support requests
• Perform Quality Check on all proposed candidates for participation and active participating providers as directed by CI/ACO Network
• Provide first line response for users requiring assistance with basic technical issues and problems pertaining to district office applications
• Provide first line response for agents requiring assistance with basic questions and issues pertaining to handheld computer
• Provide first line response for users requiring assistance with basic questions and issues pertaining to agent web portal
• Diagnose and resolve basic technical hardware and software issues on the platforms for which the helpdesk bear responsibility
• Track issues to resolution, updating the internal knowledgebase and/or communicating information to relevant business units
• Assist in developing ideas and procedures for improving field-based applications and reducing support calls and issues
• Assist in the coordination and control of equipment provided to the district offices and agents
• Quality assurance testing of hardware and software prior to roll out to user base
• High school diploma required. College degree or equivalent IT experience with technical support issues preferred
• 1-3 years experience and one year help desk experience preferred
• Above average verbal communication, documentation, and problem resolution skills

It-help Desk Support Level Resume Examples & Samples

• Functions as the first line of support for the end user
• Assists with problem triage, resolution and/or escalation
• Provides low level monitoring of the system monitoring tools, helping to circumvent a problem from developing
• Takes the lead in personnel and equipment moves/adds/changes and replacement
• Responds to and diagnoses problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps
• Records the action(s) taken and follow up on deferred actions
• Reallocate problem calls to an alternative relevant support group
• Resolves less complicated problems immediately
• Is aware of and adheres to escalation procedures
• Works with and uses a trouble ticket help desk system
• Has intermediate knowledge of back office applications
• Helps maintain a help desk user self help/self diagnosis and solution system
• Associates degree in computer science/engineering or equivalent
• 1 year of experience in an information technology field, with at least 6 months in a customer facing role
• A valid TN Driver's License is required
• Oral and written communication, interpersonal, and analytical skills
• Basic knowledge of computer hardware, operating systems and network related technologies
• Use of MS Office Suite of software products (Outlook, Word, PowerPoint, Excel) and experience with MS Exchange and Active Directory
• English language skills required
• Flexible hours
• Less than 10% travel is required
• Associates Degree in a relevant field and at least two years of related experience. (HS Diploma - GED / 5 years Associates / 2 years)
• Use of collaboration tools (chat, instant meetings, SMS Remote Desktop, Virtual and Computer-Based Training)
• Candidate MUST have an active Security+ (CE) certification. Security+ (CE) certification expiration date must be provided for all candidates
• Answers, evaluates and prioritizes incoming calls, voicemail, e-mail and in-person requests for IT service in a professional courteous manner
• Follows standard help desk operating procedures to accurately log all requests using establishing request tracking software
• Builds rapport and elicits problem details from help desk customers
• Prioritizes problem requests and escalates when required to the appropriately experienced technician
• Notifies IT management of all critical requests and issues
• Learns fundamental operations of commonly used software, hardware, and other equipment
• Provides solutions, advice and/or recommendations in a quick and timely manner
• Provides knowledge transfer of important events during shift change to next Help Desk Support personnel
• Provides continuous monitoring of the Network Operation Center system monitoring screens and react to service degradation indicators
• Provides periodic on-call support as the business requires
• Excellent knowledge of common operating systems and software applications
• Excellent Knowledge of basic computer hardware and end-user desktop environments
• 2-4 years customer service experience preferred
• Experience working in a fast-paced high demand environment
• System implementation experience is preferred
• Strong oral communication skills
• Ability to effectively prioritize and multitask effectively in a high pressure environment
• Ability to provide the coaching and guidance required for junior technicians of the team
• Provide timely, independent production support for PTD's products
• Log new client issues reported via email and phone within Lotus Notes and ServiceNow ticketing systems
• Answer incoming phone calls and escalate to proper teams
• Responsible for daily client communication, service request management and assignment of production issues to corresponding Level 2 support teams
• Ensure that the client is educated on relevant FIS products
• Work within predetermined issue response time frames where applicable
• Work with management to achieve system and corporate goals
• Quick learner and self-motivator
• Strong written and verbal communication
• Able to work independently and within a team
• Strong analytics and problem solving abilities
• Highly organized with the ability to manage a heavy workload in a dynamic environment
• Basic understanding of the exchange traded derivatives and securities industry is helpful, but not required
• Demonstrate a willingness to aggressively pursue industry knowledge
• Fluency in Spanish and/or French is highly desired

Manager, Help Desk Support Resume Examples & Samples

• Manage multiple medium-sized Support Teams working as per ITIL framework i.e. Incident Management, Request Fulfilment, Access Management, Change Management, Problem Management
• Interact with Business Partners/Clients
• Be accountable and responsible for GS team’s deliverables
• Project risk management - identifying, reporting and tracking towards closure
• To take care of all required operational / logistics things on GS and projects side e.g. Internal resource management, VISA processes, Travel arrangements
• Time tracking
• Liaise with other teams and all stakeholders
• To work directly with clients to deliver on business and organizational goals; communicating with broad range of BUs / client stakeholders, both technical and non-technical
• Facilitate kick-offs, strategic planning sessions with BUs, clients and management to determine the scope and objectives
• To prepare and present senior management review presentations
• Publish weekly/monthly dashboards
• Conduct weekly meetings with BU, Clients and Team
• Prepare and maintain project management document from GS process point of view
• Knowledge of CMMI and other quality processes
• Should understand dashboard and metrics (Financial, Capacity, Utilization, Quality)
• Proficiency in MS office tools (Power Point, word and excel etc.)

Help Desk Support Asociate Resume Examples & Samples

• 3+ years of relevant experience in a technical support/help desk environment. Preferably supporting global clients with excellent communication skills
• Strong understanding of OS, Office suite, Outlook, VPN, Wireless, Mobility, Desktop and laptop issues
• Perform Real-Time Monitoring, Investigation, Correlation, Analysis, Reporting and Escalations of Security incidents from multiple log sources - Firewalls, Web servers, IDS, IPS, McAfee ePO & Symantec Web Gateway (SWG)
• Perform imminent malware (Angler EK, Qakbot) attack analysis through IPS, SWG logs and Wireshark tool & take appropriate steps
• Configure policies, rules and also blocking suspected IPs in IDS, IPS and SWG
• Do patch rating for servers/workstations as per Microsoft Security Bulletin released on every Patch Tuesday. And also execute post patch activity for our security/DMZ servers
• Prepare client Daily/Weekly/Monthly/Quarterly incidents status reports and share with higher management. Created documents for technical/operational references also
• Sharing security advisories on various threats (DDoS, Trojans, ransomwares) to the management regularly
• Conducting bi-weekly review calls with higher management to discuss about emerging cyber threats and also to track SLA
• Co-ordinated with other security towers and onshore teams for day to day operations
• Trained beginners on processes & best practices for uniform organization throughput
• Strong in technical and analytical skills
• Solid experience in problem analysis and resolution of common software problems
• Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success. Should be positive, proactive, and readily embraces change
• Ability to handle clients professionally during all interfaces
• Should be capable of working in a 7*24 support environment
• Provide troubleshooting and technical support via phone, web based tools internal supported applications
• Advise customers regarding the product's proper use and address specific user issues and requests
• During problem escalations, act as a liaison between customers and Tier 2 supports. Candidate will assist the customer base during various installation processes
• Adequate knowledge of products, system utilities, and operating systems to investigate system issues and provide accurate solutions to them
• Represent CompuCom in a professional manner and communicate effectively to stakeholders
• Maintain the highest level of customer satisfaction by resolving all technical and non-technical issues and concerns
• Provide deskside technical support as well as telephone based support with and without remote-control tools
• Troubleshooting of IT related problems from software to hardware, such Laptops, PCs, and Printers
• Thorough troubleshooting and information gathering prior to escalating issues
• Creating/maintaining user accounts, resetting passwords, creating groups etc
• Arrange for external technical support where problems cannot be resolved in-house
• Other duties as assigned by Technology Service department leadership
• Microsoft Remote Desktop Services
• Sonicwall Firewalls
• HP iLO and System Insight Manager
• HP ProCurve switches
• Microsoft SQL Server 2005/2008/2008R2
• Microsoft, VMware, Citrix and Sonicwall certifications would be considered a strong asset
• Provide Level I Help Desk support and resolve problems to the end user's satisfaction
• Monitor Service Desk for tickets assigned to the queue and process first-in, first-out based on priority, as well as priority level set on the ticket itself
• Assist field sales with mobile devices, both hardware and software
• Walk staff through problem-solving process
• Report unresolved issues to the Service Desk escalation
• Experience processing and managing high volume Tier 1 and 2 helpdesks (at least 40,000 tickets annually) related to computer problems, domain account/access, password resets, CAC pin resets, and mapping to shared drives/printers/peripherals
• ITIL Foundational Certification required (must provide certification)
• Security + CE Certification required (must provide certification)
• Level 1 troubleshooting and resolution including, but not limited to, Active Directory, Zero Client (CDP), CHCS, AHLTA, Essentris, and other supported systems
• Coordinates with end-user regarding installation or upgrades for legacy software
• Researches future equipment needs and keeps abreast of any changes in equipment and features provided by those assets
• Produces and updates Standard Operating Procedures (SOPs) for Blackberry, Android and Apple users
• Establish an automated notification for IDS, Firewall alerts, and other system failures to allow monitoring by contractor for after hour services
• Support of client operating systems and devices
• Support conference room technologies (audio visual, communications and collaboration systems)
• Provide training and support for the technologies used across campus to enhance collaboration and communication within Fluke and Fortive
• Five+ years of experience working in a IT support environment
• Conference room technology (Audio Visual, Communication and Collaboration) system support experience
• Experience supporting Windows 10 and Microsoft Office tools
• Associate degree in IT or related field
• Excellent interpersonal, verbal and written skills
• The ability to communicate and deliver training and support instructions on technical system
• Light to medium lifting/moving equipment

Tier One Help Desk Support Analyst Resume Examples & Samples

• Excellent Customer Service skills: candidates must be able to empathize with end users to provide exceptional customer service skills
• Remote VPN and User Account: ideal candidates will have a working knowledge of VPN remote access and user account troubleshooting in Active Directory
• Provide exceptional customer service while empathizing and relating to end users technical needs

POS Help Desk Support Resume Examples & Samples

• Will be Monitoring and triaging issues from inbound/outbound calls with field technician, network operations and vendors. Primary duties will be to support Hand Held Point of sale units and monitor POS systems and respond to escalations as required
• Really focused on strong customer service skills, outgoing, and clear and concise communicator and aptitude to solve problems
• Documents and reviews user problems using tracking software
• Ensures that second through fourth level technical problems are identified, tracked, resolved, and referred to the correct support groups as needed
• Knowledge of help desk support
• Demonstrated ability to take independent initiative
• Solid analytical and multi-tasking skills that result in solid decision-making skills and time management
• Enjoys speaking on the phone
• Ability to manager high volume with high accuracy
• Independently take the initiative to drive change in the organization through influence and leadership
• Associates degree in a business related field
• 3-5 years of IT customer service experience
• Worked within a Windows 7
• Supported mobile devices( iPhone/Android)
• Performing user account creation and modification in Active Directory
• Knowledge of enterprise desktop and user administrative tools including Apple/Mac, Active Directory, SCCM 2012, and McAfee EPO
• Intermediate hardware and software troubleshooting skills in a fast paced environment required
• Qualified candidates must have five years general IT experience. Three years prior specific experience in customer support
• Ability to work on various assignments simultaneously
• Communicate tactfully, verbally and in writing with department heads, managers, co-workers and vendors to resolve problems and negotiate resolutions
• Working knowledge of computers, internet access, and the ability to navigate within an automated system as well as a variety of software packages such as Outlook, Excel and Word
• Provide technical support to the user community in solving day-to-day issues and completing support tasks (call logging, troubleshooting / diagnosis, and resolution or escalation for desktop/laptop PCs, Apple computers and devices, phones, mobile devices, AV equipment, conference rooms, wired and wireless networks.)
• Provide End User training on tools and applications pertinent to the studio
• Configure, administer, and troubleshoot multiple systems to include Windows, Macs, Android, iOS
• Build, Image and Deploy Mac systems and Windows systems from scratch
• Assist in on-boarding / departure process of employees. Setup computers, monitors, printers
• Well-versed and comfortable troubleshooting Apple Mac computers and associated peripherals
• Well-versed and comfortable troubleshooting Windows 7 and Windows 10
• Performs basic administration tasks such as user account provisioning/deprovisioning, setup and decommissioning of telephones, printers, peripherals, hardware recovery and recycling
• Identify and troubleshoot basic network problems including switches, routers, Wireless, and Bluetooth
• Assists with Data Recovery, Data Integrity, and Data Backups

Help Desk Support Tech Resume Examples & Samples

• Handle calls and tickets in Remedy to troubleshoot MS Office, Office 365 and network connectivity issues
• Will be responsible for troubleshooting Hardware as well as software issues
• This team will become the experts for office 365 so these two consultants will have the opportunity to train on the products
• Provides Help Desk support that includes: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other workgroups
• Contributes current technical information and best practices to the knowledge base
• Experience with a Service Management tool, such as Service Center or Service Now
• Experience troubleshooting network connectivity, including LAN, broadband and VPN, 802.11 wireless and cellular-based internet services
• Experience using and troubleshooting email applications, such as Outlook or Lotus NotesSearch Jobs US
• Dealing with support calls from customers
• Managing incident tickets
• Managing the escalation of incident tickets
• Remote troubleshooting of Omnicell equipment, Windows and Windows Server
• Supporting our field-based Technical Service Engineers
• Scheduling maintenance of systems
• Analysis of department performance
• Testing and repairing faulty equipment returned to base
• Performing quality and safety checks
• Dispatching parts to engineers, and other duties related to supporting our installation teams and customers
• Participation in an on call rota, comprising of out of hours’ telephone triage and out of hours’ field based customer response
• Experience of working in a customer support / helpdesk role
• ITIL Awareness
• Must have 1st and 2nd Line Helpdesk Support Experience
• Excellent organizational skills which would lend themselves to scheduling other staff
• Good general computer skills, particularly in Excel, Windows and Windows Server. Working knowledge of computer hardware and networks is required
• Experience of working in or for NHS or Private Hospitals would be beneficial but not essential
• Educated to a good standard, including Maths and English. Any fundamental IT, Electrical or Engineering qualifications (either academic or professional) would be advantageous. Willingness to learn is essential
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Box, Outlook) and Experience with Skype/Lync
• Experience working with Windows Operating Systems and basic Network, Wifi Connectivity Issues and Cell Phone and Tablet Support
• Experience providing exceptional customer support to end users over the phone
• Seeking IT professional with an eager, positive attitude and ability to work as a team player
• A 4-year degree in Computer Science, Engineering, or related discipline is required
• Knowledge of commonly used concepts, practices, and procedures in the IT field
• Knowledge of computer hardware & software including the clients standard desktop & server operating systems, tools& utilities
• Successful completion of the IT Entry Logic and Problem Solving Test
• Passage of HAIR drug screening test is required
• Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions
• Availability to work rotating shifts and holidays and be on-call
• Strong analytical, communication, problem solving, and organizational skills
• Ability to work without close supervision while ensuring that tasks are done effectively and consistently
• Strong verbal communication skills, including the ability to document operations procedures
• Ability to effectively interact with a diverse user base
• Troubleshooting and resolving single customer issues with Windows, Mac, and Linux, Microsoft Office, Exchange, VPN, SharePoint, Mobile devices, permissions and ownership of a wide variety of account administration tasks
• Have experience supporting Account lockouts, VPN and networking, dispatching support, Outlook email and calendaring, Windows, laptop/desktop patch update, Linux basic command line use and Mac
• Provide examples of process improvement or waste elimination
• Leadership Principles in their work history and actions
• Strong Customer and communication skills
• Fluent verbal and written communication in English. This includes the ability to explain technical terminology to non-technical end users
• Well-developed troubleshooting skills
• Advanced Linux and/or Mac experience
• Ideally you are educated in Information Technology or related field and hold professional qualifications relating to Microsoft, Linux, and/or Cisco
• Ensure on meeting daily Key Performance Indicators
• Receiving end user calls
• Provide excellent verbal and written customer service for commission based agents being mindful of the financial services producer environment
• Incident resolution and recovery
• Ticket Closure
• Excellent troubleshooting skills, search skills, ability to approach problems logically
• Technology support and/or programming experience highly preferred
• Basic understanding of financial services sales and agent/callers’ perspective as they working in an commission based producer environment
• Customer service aptitude
• Customer service orientation and ability to work in a team
• Exceptional interpersonal and communication skills and ability to build rapport
• Strong keyboard and typing skills
• Salesforce Knowledge/Certification preferred
• Bachelors or Associates Degree
• SFDC Certifications
• Bilingual Requirements: Spanish and/or Portuguese

EMS Help Desk Support Resume Examples & Samples

• Receive incoming calls to EDI department providing accurate and timely support and problem resolution for electronic data interchange (EDI) questions from external and internal customers
• Responsible for providing support to external Trading Partners regarding submission and receipt of electronic batch transactions. Responsible for coordinating all activities involving the electronic testing process within established guidelines, answer questions regarding formats for all supported file specifications and answer questions regarding edits received on electronic response reports
• Responsible for providing technical support of billing software
• Responsible for provider client software support of billing
• Work directly with approximately 400 software vendors and clearinghouses regarding explanation of record specifications, implementation guides and telecommunication issues
• Instruct Trading Partners on new and current EDI telecommunication requirements. Must maintain a working knowledge of all EDI connectivity requirements including Internet file transfer, secure file transfer protocol (SFTP) and real time connectivity protocols. Must display the ability to learn about new connectivity methods and communicate concisely and accurately to Trading Partners
• Identify and investigate potential EDI connectivity problems
• Because of the financial impact to a Trading Partner’s business, periodic conditions arise which require tact and judgement based upon the knowledge of health care transactions and our EDI System. EDI Helpdesk Support Staff must be able to explain realistic problem resolutions to unhappy customers
• Must be capable of spending 85% of the workday on the phone and 75% of the workday on a PC entering data
• High school education or equivalency is required
• Minimum of two years experience in claims processing, membership, customer service or working in a hospital or physicians office is required
• Knowledge of PC hardware and software required (Windows and Microsoft Office applications)
• Knowledge of one of the following is required: health plan claim system, health plan membership system, provider billing system or provider Electronic health record (EHR)
• Knowledge of BluePrints (FootPrints) or other service desk or customer management systems is preferred
• Must be able to learn and use time sheet system and OnDemand
• Knowledge of American National Standard Institute (ANSI) X12 formats and implementation guides or clinical data standards is preferred
• Excellent communication skills are required to interview Trading Partner’s (including all levels of Medical Office personnel, outside software vendors, Clearinghouses, employer groups and internal and external programming staff) in EDI problem determination of software (BCBSKS/ASK free billing software, practice management system software interface or communication software) and network connectivity problems and issues support
• Must be professional and work well with all customers, both internal and external in explaining problem resolution
• Must have the ability to learn and understand complex record layouts and implementation guides specifications including both the business and technical rules
• Must be able to instruct all Trading Partners as to the use of the record layouts and implementation guides. This includes both the business and technical uses
• A minimum of 5 years of technical support experience is required
• Systems Administration background preferred
• Strong knowledge of Office applications, Exchange email, Blackberry, VPN, SharePoint, Active Directory, LDAP, printing and Client operating systems including Windows 7 and 10, Macintosh OS 10.x, Ubuntu and Red Hat Linux
• Validated ability to troubleshoot and identify the root cause of issues
• A history of dealing well with ambiguity, prioritizing needs, and delivering measurable results in a dynamic environment
• Ability to program to solve problems and automate repetitive tasks in a common scripting or programming language such as Perl, PowerShell, and/or VBScript
• Experience packaging software with SMS or SCCM
• Flexibility, thinking on your feet, and strong analytical skills
• Demonstrated skill and real passion for operational excellence
• Experience in a Systems Administration or Engineering role
• Bachelor degree in Information Technology or related field
• Must have the ability to abide by all of Carters policies and procedures; specifically the attendance policy
• Must know, understand and follow all Standard Operating Procedures
• Retail Experience and or IT experience is a plus
• Working knowledge of Windows XP or WEPOS
• Experience with Epicor Retail Suite is a plus
• Proficient Typing Skills
• Microsoft Windows, A+ or Cisco Certifications are a plus
• Must have a sense of urgency
• High school diploma or a GED required
• Minimum 6 months of customer service experienceAbility to work in a highly structured environment
• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer

Help Desk Support, Temporary Resume Examples & Samples

• Provide primary end-user support by responding to and addressing all Helpdesk support calls
• Resolve hardware and software problems of end-users from moderate to difficult scope and coordinate the resolutions of complex issues
• Create and configure new user accounts and configure and deploy computer hardware to end users in the CEBs
• Install and/or upgrade corporate software on company computers
• Maintain the operation of the existing Citrix equipment used to support remote sales personnel
• Perform other duties as may be assigned by IT management
• Assist in the management and use of the Video Conferencing systems and Web based collaborating systems such as Webex and Go-to-Meeting
• 1 to 3 years of experience
• Strong knowledge of PC based systems (Desktops and Laptops), mobile devices (Android, Apple) and associated wireless, printer and other PC connected technologies
• Strong working knowledge of Windows 7/8, Microsoft Office 2007/2010 and Microsoft Exchange
• Strong understanding of IT Infrastructure including networking and file sharing
• Strong customer service skills, responsiveness and the strong desire to learn
• Good communication skills required for customer interaction, problem description and problem solving
• Strong work ethic and professional attitude
• Ability to work in a break-fix environment and be able to prioritize and juggle multiple demands and deadlines

IT / Help Desk Support Intern Resume Examples & Samples

• Collect, document and manage help desk tickets
• Assist with deployment and management of endpoint software
• Contribute to troubleshooting efforts for computer hardware and software support incidents
• Set up and configure equipment for new hires
• Help to fulfill service requests ranging from staff moves to software installation
• Assist with asset management and inventory
• Office applications
• Data collection and analytical acumen
• Effective organizational, time management and multi-tasking skills
• Typically requires high school diploma or equivalent, and six months of related experience
• 1+ years of experience triaging calls, researching moderately complex problems and questions, responding with answers and interventions, providing on site assistance, tracking calls
• 1+ years of experience serving in help desk capacity providing phone and in-person support to users in the areas of software, peripherals, etc., problems; and serves as the initial point of contact for troubleshooting and resolving these problems
• 1+ years of experience interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Software knowledge/experience with Active Directory, remote desktop, VPN, SecurID, Internet Explorer, Adobe
• Desired knowledge in Citrix, Skype for business, Smart Card/CAT card support

Help Desk Support Coordinator Resume Examples & Samples

• Monitors help desk calls and responds appropriately to user requests and problems identified through review. Assists in coordinating the schedules of help desk personnel to ensure proper coverage. Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
• Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems
• Must be US Citizen
• Ability to provide creative solutions to customers to address feature gaps, to display original thinking, and to develop innovative approaches and ideas
• Ability to express technical problems and solutions that the average end user can understand
• Ability to maintain a positive attitude in general and evoking an attitude of service toward the customer
• Strong verbal, written and effective communication skills
• Strong background in SaaS deployment and support required
• Background in Healthcare IT processes preferred
• Knowledgeable in phone, email or chat support
• Monitor service even through completion
• Experience in phone based remote role
• Familiar with computer technology
• Time management skills
• Knowledgeable in call routing and case management processes as well as case logging systems
• Minimum 6 months to 1 year supporting customers in a moderately complex helpdesk environment
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary
• Answer incoming calls from technicians
• Resolve issues following customer provided procedures
• Document issue resolution in customer provided ticketing system
• Expedite issues unable to be fixed at help desk
• Serve as backup to Depot services
• Test and configure equipment to be deployed to end users
• If interested, please send resumes to [email protected]**EEO Employer
• DoD 8570.1 Compliance and Security+ Certification
• Require a High School diploma with 6 to 8 years of Help Desk Support experience, with a technical associate degree + 2 years of Help Desk Support experience
• Working knowledge of Microsoft Office 2013, Win 8 -10 OS
• Exchange, VPN, Webex, Symantec Antivirus, Active Directory
• Working knowledge of iPhones and iPads
• Working knowledge of networked and stand-along printers
• Working knowledge of video teleconferencing
• Experience installing, troubleshooting, and repairing PC hardware and software
• A good working knowledge of PC hardware, software, mobile computing devices, peripheral equipment, and networking principles and functions
• Solid technical troubleshooting skills and a working knowledge of current technologies
• A+ certification is required
• Desk side experience
• Desktop experience with both hardware and software
• Mobile device experience
• Provide remote support and resolve issues for users whom may be at remote offices or home office users
• Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or on-line documentation repository
• Identify areas deserving attention in the technical support environment, and consult with management
• Associate's Degree from an accredited college or university required, equivalent experience will be considered in lieu of degree
• At least two (2) years of relevant Help Desk experience required
• Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies
• IT Help Desk support experience preferred
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project)
• Government experience preferred
• Highly detail-oriented, organized, timely, and customer service-oriented
• Excellent attention to detail and good analytical skills
• Responsible for providing first level support for all end-users
• Troubleshoot and resolve hardware, software and voice/data communication systems issues
• Escalate calls when appropriate. Write concise, informative tickets
• Follow up on all tickets in a timely manner and follow through to resolution
• Experience using ticketing systems, writing technical support documentation and computer proficiency with hardware and software technologies are required
• The ability to multi-task, prioritize and work under pressure are required. Be willing to work flexible hours when appropriate
• Excellent customer service, verbal and written communication skills are a must. 3-5 years prior customer service, call center or help desk experience is required
• Support from 8:00am ET to 5:00pm ET weekdays
• Incident support of customer designated standard and non-standard coreload software
• Configure and deploy desktops and laptops
• Service Request support for installs, moves, adds and changes (IMACs)
• Support of laptops, desktops, tablets, smartphones telephony devices, printers, conference room equipment, infrastructure computing, Cisco Telepresence
• Daily multifunction printer check and conference room checks
• Must have at least 3+ years of experience supporting PC hardware and software. Must have a strong working knowledge of Windows 7
• Must be able to work with minimal supervision
• Must have the drive to dig into issues and suggest resolutions for repeat issues for implementation
• Internet Explorer /Chrome/Firefox
• Printer support and maintenance
• Windows 7 Core Image support
• Documentation creation and updating
• Associate Training
• Escalation point for Help Desk
• Walkup support rotation
• Escalate calls when appropriate
• Write concise, informative tickets
• The ability to multi-task, prioritize and work under pressure are required
• Be willing to work flexible hours when appropriate

Help Desk Support, Associate Resume Examples & Samples

• Provide technical support within Service Desk Team to internal users
• Support other cross functional Teams within IT when required
• Determines and resolves incidents and fulfil service requests, over the phone or remotely, related with our technology platform
• Support User Access Management (Active Directory, outlook, corporate applications)
• Troubleshoots and resolves PC hardware, software, terminal services, Windows operating system, Microsoft Office, VPN software, and printer equipment issues
• Uses ticket system tool to manage assigned Incidents and Service Requests, prioritize work effort, and track progress against deadlines/milestones/service levels
• Participates in the Team's 24x7 coverage model
• 1 year Knowledge installing, configuring, and supporting Windows operating system
• 1 year Knowledge building and configuring desktop and/or laptops in a Windows environment
• 1 year Knowledge of basic networking concepts. CCNA
• Basic administration knowledge of following technologies is a plus
• Excellent customer service orientation
• Good troubleshooting/problem solving skills
• Associate’s degree in IT or similar field and 2+ yrs of related experience managing/supervising IT support staff; Additional 2 yrs experience managing/supervising IT staff may be substituted for Associate’s
• Recent experience within last 12 months supervising employees in a phone support environment, familiar with service desk industry standards and SLA measurements
• ITIL Foundations certification or ability to obtain within 3 months of hire
• Strong people/leadership/coaching skills
• Experience with full employee life cycle
• Proven experience providing technical support in a corporate environment
• Familiarity with Government IT environment and administrative processes
• Technical certifications such as A+, N+, MCP, MCSE, CCNA
• Strong PC, application and network troubleshooting skills
• Proven verbal and written communications skills supporting end users in a call center environment and using remote support tools when required
• Top tier customer service skills and a commitment to the quality of the customer’s experience
• Hands on experience with Windows XP/W7, Active Directory and Microsoft Office
• Minimum 2 years prior Help Desk or Desktop support experience
• Experience with end user desktop support in a multi-building, corporate campus environment
• Posses a high level of independent judgment within established procedures
• Bachelor’s degree in CIS, MIS or a related field
• Windows 7 and Office 2007/10 experience
• Third party software familiarity, install and troubleshooting
• Strong knowledge of TCP/IP, DNS, DHCP and VLAN’s
• Familiarity with network cable and ability to make and crimp network cables
• Ability to use Fluke for network testing

Level, Help Desk Support Associate Resume Examples & Samples

• Experience with Active Directory and O365
• 2-3 years' experience in hardware and software support wit hte ability to perform troubleshooting and root cause analysis
• Strong customer service skills and capable of providing phone and deskside Level 2 support
• Excellent communication and customer interaction skills
• Ability to multitask in a dynamic environment with changing priorities
• Team player who is willing to provide support to a variety of tasks and to support unplanned high priority customer activities
• All candidates need to be able to work 1st/2nd/3rd shift hours and occasional weekends
• Need to be able to keep a log of all calls and be able to interpret instructions/scripts
• Need to be able to assess when something isn’t going the way it should, and have confidence to raise hand when help is needed
• Communication skills need to be *very strong* as well as written communication. No exceptions
• Must work well in fast paced, stressful environments
• All will work onsite at the client office in Bentonville, AR
• Experience with WAN/LAN connectivity, routers, firewalls, and security and
• Experience with remote management and monitoring /service desk support of end users
• The ideal candidate will have a minimum of three years of IT Support relating to technical issues involving Microsofts core business applications and operating systems
• May require an associate's degree in a related area and entry level to 3 years of experience in the field or in a related area
• Associate’ degree and three years’ experience in a comparable position
• Or a relevant combination of education, training, and experience
• Knowledge of Windows operating systems and applications
• Working knowledge of concepts, practices, procedures, protocols and implementation of electronic mail, networking, and the Internet
• Experience providing technical assistance and support for incoming queries and issues including troubleshooting as well as determining appropriate technical solutions for users related to computer systems, software and hardware
• Knowledge of installing, modifying and repairing computer hardware and software
• Experience performing email administration – working with system administrators to resolve problems, resolve user requests for assistance, administer mailing lists and educate on email best practices
• Prepare training materials, provide live training and desk side assistance
• Participate in the selection, training and supervision for the Help Desk student staff to maintain a proficient computer consulting service for the students, faculty and staff
• Requires excellent written and verbal communication skills
• Requires a professional approach to providing high quality services
• Requires high degree of confidentiality
• Willingness to work flexible hours as needed
• Knowledge of Linux and MacOS operating system and applications
• Knowledge of hand-held devices (Android, IOS, W8) and interaction with traditional IT services
• Experience with Help Desk trouble ticket systems
• MS Office, Windows XP, and Windows 7
• Remote access support tools, anti-virus software
• ITIL concepts and best practices, COTS software support
• VPN, and Knowledgebase tools
• Previous experience in a call center environment and experience in desktop and networking support
• IT concepts, help desk software is preferred

Level Help Desk Support Technician Resume Examples & Samples

• Excellent communication Skills both verbally and written
• Experience supporting eBiz and Marketing resources from a help desk
• AMCT Certification or similar preferred

Level, Help Desk Support Technician Resume Examples & Samples

• Experienced with Microsoft Office support in a professional environment. (Office 2010/2013 experience required)
• Experienced with Windows 7/10 support in a professional environment
• MAC certified or several years of MAC experience
• Has a solid understanding of Network infrastructure
• Experience with ticket management, ticketing queue software
• Organized, very thorough, and methodical in their approach to problem resolution
• Tenacious and willing to contact anyone at any level for a resolution
• Preferably Casper certified
• A+ or HP Certifications a plus
• Provide phone, email and in person support for 1000+ users in a multi-site environment
• Create, manage and modify systems for new hires and staff changes
• Knowledge of providing support to users within a Virtual Desktop Environment (VDI) on VMware
• Respond to calls/emails and independently identify and resolve problems
• Identify the nature of user problems, any loss of service, their impact to the user and the userÕs needs for a resolution
• Provide detailed technical support on a timely basis to non-technical users
• 2+ years of experience in a helpdesk environment with a ticketing system and SLA's in place
• MCSA is highly desired
• Demonstrate an understanding of VMware and virtualized environments
• Must have mortgage industry background
• Must have experience with Mortgage company applications such as Calyx Point and Delmar product suite
• Strong in Microsoft suite of product; Outlook, Word, Excel, PowerPoint etc
• Ability to work in a fast paced fluid environment
• High level of integrity and confidentiality required
• The Desktop Support Technician provides desk side support to a user community of approximately 2,200 on-site at a federal government facility in downtown Washington DC
• The Technician will use their knowledge of the Microsoft Windows 10 OS and Windows 7, Microsoft Office 2016 and O365, and Microsoft Active Directory to resolve and respond to customer questions and requests
• The most qualified candidates will be able to excel in these areas while working in a structured environment where service level agreement (SLA) performance and other best practice measurements are established as both team and individual goals
• Troubleshoot desktop and remote connectivity issues
• Configuration of Windows 7 and Windows 10 Desktop settings
• Assist with and troubleshoot client side network printing in Microsoft AD environment
• Software Installs and troubleshooting
• Respond to all support calls in a time and priority appropriate manner
• Maintain a positive and supportive attitude when communicating with requestors
• Coordinate with other help desk staff to ensure that in-office support is available during the store hours of operation. (including opening and closing procedures)
• Maintain a contact list of all systems staff that may be able to assist in resolving issues, including pager numbers, home phone numbers and mobile phone numbers
• Install User Documentation in the Documentation Viewer written by yourself and others
• Maintain and work a list of projects, when there are no support requests pending
• Undergraduate degree in Computer Sciences or Information Technology preferred or equivalent experience. Customer service experience in an IT environment, including the ability to communicate effectively with users at all technical levels. Must have ability to troubleshoot issues. Must have knowledge of windows operating environment. Experience with helpdesk ticketing systems
• Provide onsite hands on technical support and insightful advice to customers
• Focus on providing customers with best in class support experiences
• Acknowledge and address all customer queries, requirements and needs with patience and empathy
• Provide guidance and training to customers on current technology and IT policies
• Educate customers on new technology and processes to enhance technology adaption
• Promote self-help through the self-service portals
• Manage customer expectations to enhance the overall IT support experience
• Ability to provide outstanding customer service and support,
• Ability to maintain composure and customer focus in high pressure situations
• Ability to work independently, while engaging and supporting the overall team
• Minimum 3 + years of experience in customer service/support, client services or technical support role
• Bachelor Degree from an accredited College or University with a concentration in IT, Computer Science or related disciplines

Help Desk Support Team Lead Resume Examples & Samples

• Active leadership role supporting the day-to-day activities of the service desk
• Ensure calls and tickets are answered within appropriate customer service standards
• Use knowledge bases to diagnose and solve problems or properly escalate
• Use strong technical knowledge and experience in the areas of problem determination, creative solutions, and analysis
• Identify opportunity for and implement process improvements
• Responsible for proper escalation, performing root cause analysis, and resolving high level problems
• Responsible for Team communications and updates
• 1 year of experiencing working as a help desk agent
• High level of excel knowledge including pivot tables and advance reporting techniques
• 1 year knowledge/use of telephony systems
• 1 year knowledge/use of Service Desk ticketing solutions
• Extremely good time management skills; ability to multi-task
• Excellent grammar and English communication skills
• ITIL v3 Certification
• Visual Basic knowledge a plus
• As a VIP Technician, you will be the front line of CompuCom and interface with VIP customers onsite at their location and provide each user with white glove service for all IT related questions
• Troubleshooting their issue
• Resolving it or ensuring that the correct process is followed for resolution
• Customer advocate and coordination point for all customer issues and requests
• On-call and after hours support as needed. Skills need to succeed
• Advanced knowledge of installation and operation of relevant software, hardware, and other equipment
• Minimum of 3-5 years of related experience and training
• Microsoft MCP Certified a plus
• Ability to manage multiple, simultaneous tasks, client relationships and expectations
• Strong communication skills, Positive Attitude, Learning skills, Problem solving, Adaptability, Planning and organizing skills, Attention to detail
• Stress tolerance Additional skills required
• Videoconferencing (Telepresence Technology)
• TP/Conference Rooms (Technology Health check, Audio Video, Touch Panels)
• Room Scheduling System (Steelcase Room Wizards)
• Voice-Telecom (Avaya, ClearOne)
• Presentation TV's

Finpac Help Desk Support Resume Examples & Samples

• 2) Recommend, test, plan, and schedule system software upgrades and security releases on all workstations and servers
• 4) Demonstrates compliance in assigned job function and applies to designated job responsibilities. Takes personal initiative following all policies and procedures, Bank Secrecy Act, compliance regulations, and completes all required and job-specific training. Raises and/or addresses compliance issues for evaluation, investigation and resolution
• 5) Research new technology, and implement it or recommend its implementation
• 6) Products/Software
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• High School Diploma, GED, equivalent certification or military experience
• At least 1 year of help desk support experience
• Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
• Mac integrated basics certificate or 1 + year of equivalent Mac support experience
• 1+ year of experience working with Windows 7 and Windows 10 Operating systems and 1+ year of experience troubleshooting Windows 7 and Windows 10 Operating systems
• Analyze each request to verify it contains all the required information to effectively work the request
• The HDSR works on-call rotations to assist our Secure File Transmissions clients
• Requires a high degree of mental dexterity so the HDSR can seamlessly multi-task between the products and clients
• *The final shift will be 11AM-8PM Monday – Friday. There is a rotational on-call duty that is required along with regular hours worked and occurs in 4 week intervals. On-call times are 8PM-10PM Monday – Friday, 12PM-6PM weekends and on holidays. The volume is low.***
• Work on Service Desk Tickets that come in via phone or email
• Troubleshooting, analysis and problem solving
• Follow up on outstanding requests and ensure timely resolution
• User Administration
• Coordination to Service Providers, i.e. Repair and Service of End Devices
• Manage and monitor internal assets to ensure accurate inventory records
• The instruction of users on all things IT
• Team player, independent work is expected
• Service oriented mindset and approach to work
• Apprenticeship, certification, or associate degree in IT related field or similar experience
• Working knowledge of MS Office and Adobe products, client operating systems (Windows 7) and AD (Active Directory) with a desire to improve your knowledge to expert level
• Min. 3+ years of related IT Service Desk or operations experience
• Excellent knowledge in Help Desk Services and User Documentation
• Good communication skills, including creation of user documentation and technical documentation
• Fluent communication in English
• Coordination and Organization skills
• Team player with a focus on service orientation
• Proficient reading skills
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly (Based on in house documentation)
• Technical Diploma preferred
• Ability to work in a competitive performance driven environment
• Ability to handle repetitiveness of calls from customers
• Holiday schedule to be decided by Management
• Comply with blackout periods as determined by Management
• There will be shift work involved
• Provide troubleshooting support via the Helpdesk hotline
• Remote desktop support – needs to be familiar with remote control software to work on workstations not local
• Active directory – Needs to be able to create new user accounts and ensure they get the correct permissionsccess
• In-depth knowledge and experience with troubleshooting and repair of workstations, printers, and other client
• Hardware; Microsoft Windows Operating Systems (7, 10), Microsoft Office Suite (2010, 2013) and MAC OS X
• 2 – 4 years of previous Helpdesk support experience with ticketing systems
• Basic Network Troubleshooting

Help Desk Support Tier Resume Examples & Samples

• A selfless heart
• A tireless resolve
• Monitor and respond quickly and effectively to requests received through the IS Helpdesk
• Collect appropriate and accurate information
• Properly escalate unresolved issues to the next level of support
• Provide technical assistance and support to Concentra colleagues for issues related to computer systems, corporate and clinical applications, and desktop hardware
• Respond to email, chat, and web messages from colleagues seeking help
• Walk colleagues through problem solving processes
• Log all information and interactions through corporate ticketing system
• Preserve and grow your knowledge of Helpdesk procedures, products, and services
• Proven working experience in Helpdesk/Call Center support or 2+ years of experience working in operational support role
• Able to work with minimal direction
• Ability to think outside the box
• Understanding of IT concepts/practices and experience with common service desk software
• Willingness to work any shift in a 24x7x365 environment, including weekends and holidays
• 3+ years of experience in computer hardware/software support
• Familiarity with government IT environment and administrative processes
• Strong working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and other commonly used commercial products
• Ability to lead and direct the work of others
• A+ Certification is required
• 2-3 years of experience in a similar role
• Great communication/people skills

IT Help Desk Support Emeai Resume Examples & Samples

• He/She provides specialized technical support to an area of Information Systems services related to hardware, infrastructure, software, databases, networks or servers in order to ensure effective and efficient availability, deployment and maintenance of all Information Systems assets
• The IT Help Desk Support identifies, researches, analyzes and resolves information systems problems
• He/She records and documents hardware/software problems, system crashes, actions and solutions on the technical database in the problem management system in order to facilitate the monitoring of trends, recurring issues and service delivery
• In addition, he/she supports Division cell phone accounts including configuration and issue resolution
• The incumbent provides second level support by troubleshooting and repairing hardware (computers, and equipment), infrastructure (networks) or software (web-based applications, databases, word processing programs) and implementing corrective action to ensure timely resolution of user’s Information Systems issues
• He/She provides specialized advice to users on the optimal use of computer equipment and software to increase effective and efficient use by clients
• The incumbent installs PC and software, hardware and cabling, including non-standard configurations, providing connectivity where necessary
• Moreover, he/she orders and receives inventory items and forms required for processes such as computer setup, disposal of office equipment, etc
• The IT Help Desk Support responds to service desk calls and emails within a timely manner and provides status updates on open tickets
• He/She escalates more complex issues appropriately
• The incumbent provides feedback on commonly encountered problems and misunderstandings to enhance user documentation and/or training programs
• He/She displays excellent customer service skills, as well as in-depth knowledge of information systems and technology
• Qualified IT Specialist (vocational training) with several years of relevant experience in a similar type of position with progressive levels of responsibility
• Solid knowledge of computer systems
• Experience with network operation systems, LAN/WAN Protocols and PC/Server platforms
• Implementation and support experience including: Cisco, Juniper, Microsoft Office Products, Linux, Symantec, Solar, Winds, VMware, SAP, SQL Database
• Above average customer service, communication and time management skills
• Ability to work in team oriented, collaborative environment
• Hands-on hardware and software trouble shooting experience
• Analytical, mathematical and creative problem-solving skills
• Attention to detail, self-motivated and directed
• Ability to conduct research into systems issues and products
• Fluency in speaking & writing in English, German

IS Help Desk Support Technician, a Resume Examples & Samples

• Provides tier 1 Service Center phone support assisting with clinical and technical questions and issues for PHC work force members
• Knowledge of basic principles and methods of information processing, operating systems, system utilities and technical methodologies used in desktop applications support
• Good listening, analytical and problem-solving skills
• Ability to assess the needs of customers for IS-related requirements and get problems resolved
• Ability to work independently and stay focused and friendly under pressure
• Excellent communication, facilitation, project management, organizational and time management skills

Entry Level Help Desk Support Resume Examples & Samples

• Assist customers with inquiries (phone and email), such as applying course credits, providing log in credentials, course assignments/changes, and “how to’s”
• Generate attendance reports in OmNovia, Outlook and the BOU system
• Add dealership profiles to the system and assign curriculum to students
• Create usernames and assign curriculum for BD College attendeees
• Assist Consultants (Executive Coaches and Process Coaches) – address inquiries and system error messages. Activate student profiles and ensure proper courses are assigned
• Upload new courses
• Create and maintain course calendars; convert to .pdf; publish to clients
• Produce monthly and quarterly reports via MS Excel spreadsheet
• Create Outlook calendar invites for each course facilitator
• Send course reminders to students
• Update Workbooks with new course information
• Create and edit information in Sales Force
• Good communication skills-ability to interface with clients over the phone
• Ability to analyze and troubleshoot level 1 technical issues
• MS Office proficient
• Ability to multitask and manage distractions and interruptions daily
• Ability to understand customer needs and expectations and provide excellent service
• High School diploma or some college
• Customer support background
• Outstanding communication and customer service skills
• Effective in a high-paced work environment, requiring multi-tasking to meeting multiple deadlines
• Provide first-level problem resolution for information systems services, including problem definition, research and resolution of complex situations
• Provide employees and clients with support and instruction via e-mail, telephone, remotely and on-site for various software and hardware issues
• Troubleshoot and resolve PC related problems involving Microsoft software and numerous 3rd party software applications in a distributed environment; (Windows XP,7,8,10 and MAC OS X 10.7-10.11.3)
• Track and log all Help Desk calls
• Thorough knowledge of Windows 7&10 Operating Systems, proficiency with Windows 8 and Macintosh OS required
• Thorough knowledge of Active Directory, SCCM, Exchange admin center, Microsoft Office 2010 -16, especially Excel; Office 365 CRM, along with Webmail, Citrix, RDP, Multifactor Identification and F5 environment an asset
• Diploma in Technology and/or MCSE certification an asset; CompTIA A+ Certified or proven equivalent experience
• Quote services - Thomson ONE / Market Q / Capital IQ / FactSet experience required
• Experience with the following applications is also considered an asset

Information Systems Help Desk Support Analyst Resume Examples & Samples

• Associates degree from an accredited institution preferably in Computer Science, Information Systems, or a related computer field with major courses in computer and computer operating systems
• 2+ years of experience providing technical support and troubleshooting
• Outstanding communication skills – written and verbal
• Ability to support network and systems hardware and software with minimal supervision
• Ability to prioritize, multitask and work under time constraints
• Ability to manage diverse personalities with superior customer service skills
• Support Migration from Office Exchange to Office 365
• Ability to explain technical concepts and details to technical and non-technical audiences
• Strong phone, communications (written and verbal) and interpersonal skills required
• Chosen candidate will utilize SalesForce CRM tool and be required to take detailed and concise notes on customer interactions
• The candidate selected for this role will need to have demonstrated initiative, creativity, exemplary customer service, excellent presentation skills and be able to adapt to change
• The Adoption & Retention Specialist will also take Tier 1 Support calls and triage them for answers or escalate via ticketing system to second tier support resources
• Proficiency or knowledge of the following products or the software for business industry a plus: Microsoft Office 365 or other Microsoft productivity platforms
• Sales experience not required but beneficial. Customer support experience a plus, especially in the software industry
• Knowledge of Windows 7 and 10 operating systems
• Knowledge of MS Office Suite and how to maneuver through each of the applications within
• Any understanding of ticketing and documentation would be nice to have, or at least proven ability to document outside of a ticketing system
• Experience within Active Directory
• Experience Supporting Mac Hardware/ Software
• Demonstrates an overall understanding of operations in order to interact with customers regarding various inquiries (technical and non-technical)
• Independently recognizes and diffuses escalated customer situations while setting accurate expectations for issue resolution
• Communicates with customers in a professional manner in all situations while demonstrating courtesy, patience and troubleshooting skills in customer relations
• Verifies network outages and escalates to appropriate fix agents to ensure timely resolution (Tier 2, field operations, etc.) with a primary emphasis on a quality first call resolution
• Processes change of service requests
• Accurately documents problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system
• Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time
• Manages the overall customer call queue to ensure timely response to incoming customer calls
• Opens tickets and records/maintains necessary documentation to track ticket through resolution

Appl Help Desk / Support Spec Resume Examples & Samples

• Serve as the technical lead for LINCS application support. Analyze and resolve systems issues with users and provide guidance and instruction on system functionality. Lead in the implementation of solutions that involve multiple users/functions
• Address system support issues including integrations between LINCS and other institutional applications by interactions with managers, IT developers and system end-users. Serve as an advisor on institutional committees as the LINCS representative
• Evaluate and prioritize requests for system enhancements or changes and make recommendations on implementation. Participate and/or lead in the customer requirements definition, design and user acceptance testing of system changes and enhancements and facilitate customer feedback sessions
• Assist auditors, managers, resource analysts and others requesting data from LINCS with defining complex ad-hoc report requests
• Disseminate information to end users regarding systems downtime, issues and enhancements through written and verbal communications including presentations to large forums
• Deliver formal and informal training to various user groups and one-on-one. Maintain and update LINCS user guides and manuals
• Oversee the design and information use and reporting, monitor and track systems support metrics (problem resolutions and enhancement requests) using the JIRA system
• Administer and maintain LINCS user roles, data tables, report administration, and other system administration functions
• Bachelor’s Degree in a relevant business field, or equivalent combination of technical training and education
• Significant experience providing systems support with advanced analytical skills to troubleshoot and resolve user issues. Demonstrated ability to resolve complex problems using independent judgement and creative solutions. Experience with systems support issue tracking software
• Significant experience with supply chain management systems and working knowledge of procurement practices. Extensive knowledge of multiple end-user business environments
• Experience maintaining and manipulating database systems, monitoring database integrity and implementing quality assurance procedures. Experience developing test cases for user acceptance and performing software testing to debug and suggest detailed refinements to ensure quality
• Experience researching new tools, technologies and methodologies to formulate and prepare recommendations to management. Experience with data analysis, defining report requirements and providing statistical data and reports to high-level management
• Experience designing, implementing, overseeing and managing end-user training programs and documentation
• Excellent verbal, written, presentation and interpersonal communication skills necessary to interact effectively with all levels of Laboratory personnel. Ability to work independently and as a member of a team. Strong ability to pay attention to detail, accuracy and efficiency
• Demonstrated organizational skills with experience in multi-tasking and prioritizing multiple and complex tasks in a dynamic work environment under time constraints with changing priorities. Ability to use discretion and tact in handling sensitive business information
• Experience with LINCS, ShipIt, UCM, JIRA, and LLNS’ purchasing system policies, procedures and applicable requirements
• In-depth knowledge of LINCS data and advanced analytical skills to accurately define and capture ad hoc report requests
• Knowledge of both business and system processes between LINCS and Finance

Related Job Titles

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Help Desk Support Resume: Examples and Best Practices

A well-crafted Help Desk Support Resume is critical for job seekers who want to land a Help Desk Support job. A Help Desk Support Resume serves as an introduction to the job candidate and provides a snapshot of their experience and qualifications.

A Help Desk Support Resume that is poorly written or lacks information can immediately disqualify a candidate from consideration. Conversely, a well-written and tailored Help Desk Support Resume can set a candidate apart from the competition and increase their chances of getting an interview.

Key Elements of a Help Desk Support Resume

When it comes to creating a help desk support resume, there are some key elements that every candidate should include. These elements will not only showcase your relevant experience and qualifications, but will also make it easier for potential employers to contact you for an interview. In this section, we will discuss the five key elements that should be included in every help desk support resume.

A. Contact Information

The first element of your help desk support resume should be your contact information. Make sure to include your full name, phone number, email address, and physical address. You can also include links to your LinkedIn profile or other professional online profiles. This information should be placed at the top of your resume so that potential employers can easily find it.

B. Summary Statement/Objective Statement

The second element of your help desk support resume should be a brief summary or objective statement. This statement should be one or two sentences that summarize your skills and experience. Make sure to tailor this statement to the job you are applying for. If you are unsure what to include, review the job description and company website for guidance.

C. Relevant Skills and Qualifications

The third element of your help desk support resume should be a list of your relevant skills and qualifications. Make sure to include any software, hardware, or systems that you are proficient in. You should also include any certifications or relevant training that you have completed. This section should be tailored to the job you are applying for so that potential employers can easily see how your skills match their needs.

D. Work Experience

The fourth element of your help desk support resume should be a detailed list of your work experience. Make sure to include the dates of employment, job titles, and key responsibilities. You should also include any accomplishments or positive feedback that you received while on the job. This section should be in reverse chronological order so that potential employers can see your most recent experience first.

E. Education and Certifications

The final element of your help desk support resume should be your education and certifications. Make sure to include the name of the institution, degree or certification earned, and the graduation date. You can also include any relevant coursework or projects. This section should be placed after your work experience section.

A strong help desk support resume should include all of these key elements. By tailoring your resume to the job you are applying for and highlighting your relevant experience and qualifications, you will increase your chances of getting an interview and landing the job.

Best Practices for Writing a Help Desk Support Resume

As a help desk support professional, it’s essential to create a resume that not only highlights your skills and experience but also demonstrates that you’re an excellent candidate for the job. Here are some best practices to follow when writing your help desk support resume:

A. Tailor Your Resume to the Job

Tailor your resume to the specific help desk support position you’re applying to. Read the job posting carefully and ensure that your resume highlights your relevant experience, skills, and education. Include any certifications or credentials that are required for the job.

B. Use Keywords and Phrases from the Job Posting

Use keywords and phrases from the job posting throughout your resume. This will help you stand out from other applicants and show the hiring manager that you have a deep understanding of the position requirements. Make sure to use specific technical terms and industry jargon that are relevant to the job.

C. Highlight Your Achievements and Responsibilities

Highlight your achievements and responsibilities in your previous roles. Be specific about your accomplishments and quantify them whenever possible. For example, if you reduced call wait times, include the percentage by which you reduced them.

D. Keep it Brief and to the Point

Keep your resume brief, concise, and to the point. Help desk support managers are usually very busy and don’t have time to read lengthy resumes. Try to limit your resume to one or two pages, using bullet points to summarize your experience and skills.

E. Use Action Verbs and Quantify Your Achievements

Use action verbs and quantify your achievements throughout your resume. This will help you convey a sense of action and accomplishment in your previous roles. For example, instead of saying “Answered customer calls,” say “Resolved customer issues by answering 50+ calls per day with a 95% customer satisfaction rating.”

Follow these best practices when writing your help desk support resume and stand out from the rest of the applicants. Remember, your resume is your first chance to make an impression, so make it count!

Examples of Help Desk Support Resumes

Sample help desk support resume #1.

Name: John Doe

Summary: 5+ years of experience in providing technical support and troubleshooting to end-users.

• Experience with Windows and Mac OS
• Knowledgeable in Microsoft Office Suite and Google Suite
• Excellent communication and customer service skills
• Knowledge in network administration
• Experience in remote desktop support
• Adept in ticketing systems and knowledge bases

Experience:

• Technical Support Specialist, XYZ Company (2 years)
• Provided level 1 and 2 support to end-users for software, hardware and network issues
• Configured and installed software, hardware, network and peripheral devices for new users
• Maintained accurate records of service requests and resolutions through a ticketing system
• Help Desk Analyst, ABC Company (3 years)
• Resolved technical issues via phone, email or remote access
• Collaborated with team members to investigate and troubleshoot complex issues
• Provided first-class customer service to end-users

Bachelor of Science in Computer Science, XYZ University Relevant coursework: Networking fundamentals, Operating Systems, Database Management

Sample Help Desk Support Resume #2

Name: Jane Smith

Summary: 8 years of experience in technical support and problem-solving with a reputation for excellent interpersonal skills.

• Proficient in Mac and Windows environments
• Adept in Citrix, Active Directory and Exchange
• Skilled in remote support
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Proven ability to work effectively both independently and in a team environment

1. Technical Support Engineer, DEF Company (5 years)

• Resolved technical support requests for software, hardware, network, and server issues
• Provided new employee onboarding training and support
• Monitored backups and ensured all servers were up-to-date with software patches

2. Help Desk Manager, GHI Company (3 years)

• Managed a team of four help desk analysts
• Provided remote and on-site support to internal and external customers
• Maintained ticket tracking system and provided monthly reports to management

Sample Help Desk Support Resume #3

Name: Mike Johnson

Summary: Help desk support specialist with over 7 years of experience providing top-notch technical support and customer service to end-users.

• Proficient in Windows and Mac OS
• Strong knowledge of Microsoft Office and other software applications
• Experience with network management and remote desktop support
• Excellent communication and interpersonal skills
• Ability to prioritize and work well under pressure

1. Help Desk Support Specialist, XYZ Corporation (4 years)

• Provided technical support and troubleshooting for software and hardware issues
• Assisted end-users with account setup, password resets, and system configurations
• Utilized remote desktop tools to resolve issues efficiently
• Documented support requests and solutions in the ticketing system
• Collaborated with cross-functional teams to resolve complex technical problems

2. Technical Support Analyst, ABC Company (3 years)

• Responded to support tickets and provided timely resolutions to end-user problems
• Installed, configured, and maintained software and hardware systems
• Performed system upgrades and patches to ensure optimal performance
• Assisted in training new team members on support processes and procedures
• Collaborated with vendors and escalated issues as needed for prompt resolution

Tips for Crafting a Stand-Out Resume Summary

A. Importance of a Strong Resume Summary

The resume summary serves as the first impression on potential employers. It is a brief paragraph located at the top of the page that summarizes your skills, experiences, and accomplishments. A strong resume summary can set you apart from other candidates by highlighting your unique value proposition and attracting the attention of the hiring manager.

A well-crafted resume summary can also give a clear idea of your career goals, your experience, and what you can offer to the company. It’s an opportunity for you to showcase your strengths and highlight how your skills align with the job you are applying for.

B. Examples of Effective Resume Summaries

Customer-oriented Help Desk Support with 5 years of experience providing technical assistance and support to internal and external stakeholders. Proficient in troubleshooting hardware and software issues, managing IT assets and helping end-users with their technical needs. Certifications include CCNA and CompTIA A+.

IT Specialist with a strong background in Tier 1 and 2 support experience. Equipped with excellent communication skills to provide efficient solutions for hardware and software issues. Proficient in MS Office programs, Active Directory, and remote access applications.

Help Desk Technician with over 3 years of experience in providing technical support for internal and external customers. Expertise in proactive system monitoring, hardware and software installation, and server management. Certifications include MCSA and ITIL Foundation.

C. Tips for Writing an Effective Resume Summary

Keep it concise: Your resume summary should be no more than 3-4 sentences long. Focus on highlighting your most relevant skills and experiences.

Tailor it to the job: Read the job description carefully and adjust your summary to emphasize how your skills align with the job requirements.

Highlight your accomplishments: Use strong action verbs to describe your accomplishments and quantify them with specific numbers.

Showcase your skills: Highlight the skills that you bring to the table and how they can add value to the organization.

Use keywords: Incorporate keywords that are relevant to the job description and industry standards. This will help your resume get past the automated tracking systems and noticed by human recruiters.

A strong resume summary can make all the difference in your job search. By focusing on your skills and experiences, tailoring it to the job you are applying for, and using strong action verbs and keywords, you can craft a stand-out resume summary that highlights your unique value and enhances your chances of getting hired.

Common Mistakes to Avoid in Help Desk Support Resumes

When creating a Help Desk Support resume, it is important to avoid common mistakes that can harm your chances of landing an interview. Here are some things to watch out for:

A. Generic Resumes that Lack Details

Avoid creating a generic resume that lacks specific details about your experience and qualifications. Make sure to tailor your resume to the specific job you’re applying for by highlighting relevant skills and accomplishments.

B. Typos and Grammatical Errors

Nothing can destroy your chances of getting an interview faster than typos and grammatical errors. Make sure to proofread your resume carefully for mistakes in spelling, grammar, and punctuation.

C. Including Irrelevant Information

Avoid including information that isn’t relevant to the job you’re applying for. Information about your hobbies or personal interests, for example, may not be important to a potential employer unless they directly relate to the position.

D. Exaggerating Accomplishments and Skills

Exaggerating your accomplishments and skills can be tempting, but it is not a good way to impress potential employers. Stick to the facts and provide concrete examples of your achievements to demonstrate your value as a Help Desk Support professional. Keep your resume concise and avoid using too many words to describe your accomplishments and skills.

Help Desk Support Resume Template and Format

If you’re looking to pursue a career in Help Desk Support, it’s essential to have a well-formatted and professionally crafted resume that stands out from the crowd. The following sections will guide you through the steps required to create a winning Help Desk Support resume.

A. Proper Formatting of a Help Desk Support Resume

A well-structured Help Desk Support resume should be divided into different sections, including:

• Contact Information
• Objective Statement
• Professional Summary
• Certifications

Technical Skills

• Professional Experience

These sections should be arranged chronologically, starting with the most recent and ending with the oldest. It’s essential to customize your resume to cater to the specific employer’s needs while highlighting your skills and experience.

B. Recommended Font, Margins, and Spacing

Choosing the right typeface and font size is crucial in making your resume legible and easy to read. It’s recommended to use a standard font, such as Arial, Times New Roman, or Calibri, with a font size between 10pt and 12pt.

When it comes to margins, it’s suggested to set them at 1 inch all around, allowing sufficient white space for readability. Additionally, proper spacing between paragraphs and sections is crucial. Using a single line break or double spacing, depending on your preference, can ensure the reader’s attention.

C. Resume Templates for Help Desk Support Professionals

Thankfully, several Help Desk Support resume templates can serve as a basis for crafting your own. These templates, easily customizable and tailored to your needs, can save you time and make your resume aesthetically pleasing.

While there’s no ‘one size fits all’ approach to resume templates, selecting one that caters to the required skillset, industry, and experience can help you land your dream job. When using a resume template, remember to adjust it to your individual work experience, education, and skillset.

Crafting a winning Help Desk Support resume requires effort, attention to detail, and customization to the specific employer’s needs. Utilizing these best practices of proper formatting, font, margins, and spacing, along with selecting an appropriate resume template, can help set you apart from the crowd and land you a job.

How to Showcase Soft Skills in a Help Desk Support Resume

When it comes to applying for a help desk support role, it’s important to acknowledge the value of soft skills. While technical ability is crucial to the position, possessing soft skills can make all the difference in providing exceptional customer service.

A. Importance of Soft Skills in a Help Desk Support Role

In a help desk support role, you will be the face of the company for many customers. It’s important to have exceptional soft skills to handle difficult customers, diffuse tensions, and offer effective solutions. Soft skills can also assist in creating a positive customer experience, which can lead to repeat business and positive reviews.

B. Examples of Relevant Soft Skills

Some of the essential soft skills you should possess as a help desk support professional include:

• Communication: Clear and concise communication is key to resolving customer issues. Active listening and adapting your communication style to suit the customer’s needs and personality can also increase their satisfaction levels.
• Empathy: Being able to identify with your customers’ concerns can help them feel heard and understood. This can result in a positive outcome, even in challenging situations.
• Time Management: Effectively managing your time and workload can increase your efficiency and the number of customers you’re able to assist.
• Problem-solving: As a help desk support professional, you will encounter a wide variety of issues. Being able to think critically and offer creative solutions is essential to succeeding in this role.

C. Tips for Highlighting Soft Skills in Your Resume

To showcase your soft skills effectively, consider the following tips:

Utilize the job description: Review the job description and ensure that you include any keywords or phrases that are mentioned. This can demonstrate that you possess these skills and are a strong match for the position.

Use specific examples: Rather than simply stating that you have excellent communication skills, provide examples of instances where you utilized these skills to solve a problem or create a positive customer experience.

Quantify your achievements: If possible, quantify the impact of your soft skills. For example, mention the percentage increase in customer satisfaction ratings following your implementation of a new time management technique.

Emphasize team collaboration: Collaborative skills can be particularly important in a support role. Highlight any instances where you worked with others to provide exceptional customer service.

Showcasing your soft skills as a help desk support professional can strengthen your application and increase your chances of landing your dream job. By utilizing these tips and highlighting your relevant skills, you can stand out as an excellent candidate for the role.

Qualifications and Certifications to Include in Your Help Desk Support Resume

As a help desk support professional, your resume should highlight your qualifications and certifications to demonstrate your expertise in the field. Here are some tips on what to include:

A. Relevant Qualifications for Help Desk Support Professionals

When listing your qualifications, focus on those that are relevant to the help desk support role. These may include:

• Education: A degree in computer science or a related field can demonstrate your knowledge of IT concepts and technical skills.
• Relevant experience: If you have prior experience in a help desk or customer service role, highlight the skills you developed that are relevant to the position. This may include strong communication skills, problem-solving abilities, and technical troubleshooting experience.
• Other training or certifications: If you have completed any training programs or certifications that demonstrate your knowledge of IT software or hardware, be sure to include them.

B. IT Certifications for Help Desk Support Professionals

In addition to your relevant qualifications, you may also want to include any IT certifications that you have earned. Some of the most common certifications for help desk support professionals include:

• CompTIA A+: This certification covers hardware and software technologies, making it relevant for help desk technicians.
• ITIL: This certification demonstrates knowledge of IT service management, including service design and delivery, incident management, and problem management.
• Microsoft Certified Solutions Expert (MCSE): This certification demonstrates expertise with Microsoft technologies, which are commonly used in help desk environments.

C. Tips for Highlighting Your Certifications and Qualifications

When listing your certifications and qualifications, make sure they are prominent and easy to read. To ensure that they stand out:

• Include them in a separate section of your resume labeled “Certifications” or “Qualifications.”
• Use bullet points to break up the information and make it easier to read.
• Focus on those certifications and qualifications that are most relevant to the job you are applying for.
• Use descriptive, action-oriented language. For example, instead of just listing a certification, describe the skills and knowledge you gained through the training program.

By highlighting your relevant qualifications and certifications in your resume, you can demonstrate to potential employers that you have the skills and expertise needed to succeed as a help desk support professional.

How to Optimize Your Help Desk Support Resume for Applicant Tracking Systems

A. how applicant tracking systems work.

Applicant Tracking Systems (ATS)  are software systems that help recruiters and employers manage the recruitment process. These systems can quickly and easily filter through resumes to identify the most qualified candidates based on their skills, experience, and other key factors.

Essentially, the ATS acts as a gatekeeper, screening all of the resumes that come through and only allowing the most qualified applicants to move on to the next stage of the hiring process. It uses algorithms to scan resumes for keywords and phrases that match the job description, as well as other criteria such as work experience, education and certifications obtained.

Without proper optimization for ATS, a Help Desk Support resume may be overlooked despite its overall merit.

B. Best Practices for Optimizing for Applicant Tracking Systems

Here are some tips to help you optimize your Help Desk Support resume for ATS:

Use relevant keywords and phrases. When crafting your Help Desk Support resume, be sure to include key skills, experiences, and certifications that are relevant to the job description. This will help your resume to appear more prominently in an ATS scan.

Follow a clear, easy-to-read format. To make sure that the ATS can easily read your Help Desk Support resume, stick to a clear and easy-to-read format. Use bullet points and section headings to organize your information, and avoid using images or graphics.

Use job-specific titles when describing your experience. Use the exact titles of your previous positions, as listed in the job description. This will help the ATS to recognize your experience and qualifications.

Keep it professional. When designing your Help Desk Support resume, stick to a professional and simple format. Avoid using fancy fonts or graphics, and make sure that your contact information is prominent.

C. Common Mistakes to Avoid in Optimizing for Applicant Tracking Systems

Avoid the following mistakes when optimizing your Help Desk Support resume for ATS:

Using irrelevant keywords: Don’t over-stuff your Help Desk Support resume with irrelevant keywords in an effort to get past an ATS. Your resume should be genuine and relevant to ensure proper scoring.

Submitting an unformatted resume: Avoid submitting a resume with a poorly structured format that cannot be processed by ATS.

Using unconventional design elements: Do not use unconventional design elements such as photos, graphics, icons, or tables which can break formatting.

Failing to review your resume: It is crucial to review your resume before submission to avoid mistakes in formatting, spelling, and grammar as these may compromise your candidacy.

By following these best practices and avoiding common mistakes, you can optimize your Help Desk Support resume for ATS and increase your chances of getting noticed by the employers.

In addition to the relevant soft skills, Help Desk Support professionals are required to have technical knowledge and expertise to provide solutions and assistance to customers. In order to showcase your technical skills, it’s important to create a separate section in your resume highlighting your proficiency in various technical areas. Here are some examples:

Hardware Skills

Help Desk Support professionals must have a thorough understanding of the hardware components of a computer system. This includes knowledge of different types of hardware such as desktops, laptops, printers, and scanners. Additionally, professionals should have expertise in diagnosing hardware issues and providing recommendations for maintenance or replacement.

Software Skills

An important aspect of Help Desk Support is troubleshooting software-related problems. One must have knowledge about operating systems like Windows, Linux, and Mac OS. Additionally, proficiency in software applications such as Microsoft Office and Adobe Suite is a must.

Network and Security Skills

With the increasing usage of cloud technologies and remote work, network and security skills are becoming more and more important. Familiarity with network topology, protocols, and administration is necessary for providing assistance for connecting, configuring, and troubleshooting network and server issues. Knowledge about firewalls, anti-malware software, and data-security measures are also key to addressing the security concerns of customers.

Remote Support Tools

Help Desk Support professionals must be familiar with remote support tools such as Remote Desktop Protocol (RDP), Virtual Private Networks (VPNs), and TeamViewer. These tools enable professionals to provide remote assistance and securely diagnose and troubleshoot customer problems from a distance.

Mobile Devices and Applications

With the shifting trend towards mobile devices, Help Desk Support professionals must also have expertise in providing assistance for mobile devices and applications. Knowledge about smartphone operating systems such as iOS and Android, and proficiency in mobile applications such as email and messaging apps, is a must.

Highlighting your technical skills is an essential aspect of creating an effective Help Desk Support resume. These skills set you apart from other candidates and demonstrate to the employer that you have the required knowledge to troubleshoot and solve customer issues.

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

Build your resume in 15 minutes, help desk support specialist: resume samples & writing guide, xavier evans, employment history.

• Create and maintain user accounts
• Identify and diagnose technical problems
• Train users on new systems and software

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

• Install, configure, and maintain computer systems
• Provide feedback on the effectiveness of IT systems and procedures
• Assist with the setup and maintenance of computer hardware
• Maintain inventory of hardware and software
• Document technical support issues and resolutions
• Monitor and maintain computer networks

Tony Ingram

Professional summary.

• Resolve customer complaints and escalations

Yvette Adams

• Troubleshoot hardware and software issues
• Provide technical support and assistance to users
• Update and maintain software applications

Kenny White

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Table of Content

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

help desk support specialist Job Descriptions; Explained

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

help desk support specialist

• Event and alert handle (Windows, Linux and networking devices) – incident handled on internal ticketing system
• Install, repair, maintain, and upgrade Windows desktop and Windows notebook computers.
• Provide PC and Mobile support, diagnose, troubleshoot and resolve internal issues with hardware maintenance, installations and upgrades
• Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance 
• Solve problems within Microsoft office (outlook, excel, etc.)
• Install, repair and set up computer peripherals
•  Perform set-up, break-down, and transport of company electronic equipment on an as-needed basis
• Answer user inquiries regarding computer software/hardware operation to resolve problems.
• Refer major hardware/software problems or defective products to vendors or technicians for service.
• Develop training materials/procedures, or train users in the proper use of hardware or software.

help desk support specialist Job Skills

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

How to include technical skills in your resume:

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

• Network Administration
• System Administration
• Technical Support
• Troubleshooting
• Operating Systems
• Windows Server
• Computer Hardware
• Active Directory
• Network Security
• Virtualization
• Cloud Computing
• Software Installation

How to include soft skills in your resume:

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

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

How to Improve Your help desk support specialist Resume

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

Albert Irving

• Assist users with access to the network and other computer systems

Include your Contact Information and Job Descriptions

Missing job descriptions lessens your chances of getting hired..

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

How to Optimize Your help desk support specialist Resume

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

Walt Walker

• Train userss on new systems's and softwares
• Assist with the setup's and maintenances of computer hardwares
• Maintain inventories of hardwares and softwares
• Maintian inventroy of hardwar and softwar
• Creat and maintain user acconts
• Troubleshoot hardwar and softwar issues.
• Assist users with accesss to the network and other computer systemss
• Troubleshoot hardware and softwares issues
• Provide feed-back on the effectiveness of IT systems and proceduress

Correct Grammar and Address Gap Years in Your Resume

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

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

help desk support specialist Cover Letter Example

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

To the respected Oracle Recruitment Team

I am a passionate Help Desk Support Specialist with 1 years of experience in Information Technology (IT). I am excited to submit my application for the Associate Help Desk Support Specialist position at Oracle, where I believe my skills and expertise would be a great asset to your team.

Throughout my life, I have pursued my passion for Software Development and sought out opportunities to learn and grow. My experience in Information Technology (IT) has given me valuable skills such as Project Management and Computer Literacy that have allowed me to improve professionally and personally. I am excited to bring these skills and my passion as a Help Desk Support Specialist to the position and work with a team of like-minded individuals to achieve our common goals.

I cannot stress enough how thrilled I am about the chance to join a team of like-minded individuals who share my values and passion for this amazing field. Thank you for considering my application and I hope for the chance to work together.

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

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Help Desk Specialist resume examples for 2024

A help desk specialist resume should highlight a range of skills, from customer service and technical support to troubleshooting and remote desktop management. According to Robert Vinaja Ph.D., Assistant Professor of Computer Information Systems at Texas A&M University San Antonio, "The skills that stand out will depend on the job position you apply for. I do not think there is a set of universal skills that will stand out for any job. Instead, your resume skills must match the expected requirements for a specific job." Technical proficiency is important, but so is the ability to communicate effectively with clients and provide timely solutions to technical problems. As George Miller , Associate Professor Computer Science at Tiffin University, puts it, "For graduates any experience stands out on a resume and it does not need to be related to their field of study. I tell students to do whatever to get experience. This can be with community volunteer work, at their college through clubs and organization and with professional employment."

Help Desk Specialist resume example

How to format your help desk specialist resume:.

• The job title on your resume should match your application for the role.
• Ensure your work experience focuses on achievements, rather than responsibilities.
• Recruiters and hiring managers suggest fitting your resume on one page.

Choose from 10+ customizable help desk specialist resume templates

Choose from a variety of easy-to-use help desk specialist resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your help desk specialist resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Help Desk Specialist resume format and sections

1. add contact information to your help desk specialist resume.

Help Desk Specialist Resume Contact Information Example # 1

Montgomery, AL 36043| 333-111-2222 | [email protected]

2. Add relevant education to your help desk specialist resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Help Desk Specialist Education

Help Desk Specialist Resume Relevant Education Example # 1

Associate's Degree In Business 2002 - 2004

Arizona State University Phoenix, AZ

Help Desk Specialist Resume Relevant Education Example # 2

Bachelor's Degree In Business 2011 - 2014

3. Next, create a help desk specialist skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an help desk specialist resume

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

A media access control or simply MAC is a network policy that identifies or determines how the data is being transferred in two particular servers through a network cable. The purpose of a MAC protocol is to prevent network or technical issues and simplify transferring the information or data.

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.

Top Skills for a Help Desk Specialist

• Customer Service , 12.7%
• Troubleshoot , 7.9%
• Technical Support , 6.4%
• Desk Support , 5.9%
• Other Skills , 67.1%

4. List your help desk specialist experience

The most important part of any resume for a help desk specialist is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of help desk specialists" and "Managed a team of 6 help desk specialists over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Implemented a small test pilot for Expression Web Super Preview for Windows Internet Explorer.
• Improved desktop support efficiency by thoroughly documenting all procedures.
• Administered helpdesk call tracing system using Remedy
• Escalated critical issues to level 2.
• Worked with Windows NT, DOS operating systems.
• Evaluated issues for ISO Quality impact and recommended/implemented enhancements that improved system reliability and performance.
• Worked closely with Marketing, SW/FW developers and Hardware Designers to design and support Modem based Marketing Requirements.
• Delivered orientation/training for basic use of Windows 95/NT 4.0 operating systems.
• Involved in CCMS prototype GUI application development using Oracle 8 and Developer 2000 in a MS Windows NT platform.
• Installed, administered, and supported a Windows NT based server/client Resource Domain for a 100-users research team in Bell Labs.
• Returned old PCs to stock and repackage them to be re-shipped to leasing office.
• Performed the imaging, network configuration and setup of PCs.
• Deployed, Installed and configured POS machines in Best Buys stores in Southern California.
• Performed printer upgrade migration for approximately 1500 HP printers at American Airlines repair facility in Tulsa OK.
• Assisted users with RSA VPN tokens and installed the software for them to access the VPN.
• Managed multiple projects and developed strategies related to software and hardware implementation.
• Implemented an 'Internet of Things' solution for existing devices and sensors using a single board Linux computer with python and LabView
• Provisioned configurations for MAC users on OSX 8, & local machines with VMWare Player instances.
• Installed virtual and physical Linux boxes on Mac and Windows machines.
• Worked closely with database and network administrator on escalated tickets to ensure problems were resolved in timely manner.

5. Highlight help desk specialist certifications on your resume

Specific help desk specialist certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your help desk specialist resume:

• Security 5 Certification
• Certified Network Computer Technician (CNCT)
• Certified Instrumentation Specialist (CIS)
• Cisco Certified Entry Networking Technician (CCENT)
• Cisco Certified Network Associate (CCNA)
• CCNP Service Provider Operations (CCNP)
• Microsoft Certified Desktop Support Technician (MCDST)
• Computer Service Technician (CST)
• Dell Certified Systems Expert (DCSE)
• Microsoft Certified Technology Specialist: .NET Framework 3.5, Windows Workflow Fnd Applications (MCTS)

6. Finally, add an help desk specialist resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your help desk specialist resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common help desk specialist resume skills

• Customer Service
• Troubleshoot
• Technical Support
• Desk Support
• Phone Calls
• Client Facing
• Remote Desktop
• Help-Desk Support
• Computer System
• Network Printers
• Technical Problems
• User Accounts
• Provide Technical Assistance
• User Support
• Technical Assistance
• Helpdesk Support
• Software Issues
• Customer Support
• Customer Satisfaction
• Workstations
• Microsoft Windows
• Windows Server
• Technical Issues
• Password Resets
• Problem Resolution
• Network Troubleshooting
• Trouble Tickets
• Software Applications
• Level Support
• Network Connectivity

Help Desk Specialist Jobs

Links to help optimize your help desk specialist resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Help Desk Specialist resume FAQs

How do i add experience to my resume for customer service, search for help desk specialist jobs.

Updated March 14, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Help Desk Resume: Template for Download & Practical Examples

As a Help Desk Support Specialist, troubleshooting other people’s problems is your bread and butter. But have you figured out how to identify problems in your own resume? Let us give you technical support for once and provide you with some corrective steps for your career!

Help Desk Resume Example MSWord® Download our free Help Desk Support Specialist Resume template in Word and troubleshoot your own career!

Struggling with tech woes? Help desk support specialists are your digital superheroes, swooping in to save the day with unmatched IT skills and a proactive approach.

Whether it’s offering remote assistance or orchestrating seamless network operations , these experts are the lifeline in the chaotic digital realm.

Thinking about joining the ranks of these IT knights? Learn with us how to write a resume for IT help that’s as strong as your problem-solving skills. 

Dive in to build a resume that lands you that dream job !

Help Desk Resume Sample

Talented computer support specialists are always in demand. 

It is expected that the need for skilled staff in this field will keep rising in the years to come. In fact, about 49,200 job openings are projected for support specialists each year.

Even so, future candidates need to be aware that this is not your regular 9-to-5 job. Due to the nature of the industry, there is a need for 24-hour availability —nights, weekends, and holidays included. 

Before we get into the nitty-gritty of how to write a professional help desk resume, we’ve put together an example for you to look over.

[Maria Johnson]

[Help Desk Analyst]

[Chicago, IL 600007 | 111-333-1111 | [email protected]]

>> Summary <<

Dedicated and experienced Help Desk Analyst with over 9 years in the IT field, exceptional problem-solving abilities and technical acumen in various environments. Successfully handled and resolved 20% of help desk cases at the current role, illustrating a strong track record in improving system functionalities and fostering client relationships. Adept at working in high-pressure situations and maintaining a high level of professionalism and efficiency.

• Database Management (MongoDB, MySQL)
• Frontend Development
• JavaScript, JQuery, Node.js
• Hardware Troubleshooting
• Network Configuration
• Operating System Administration (Windows, Linux)
• IT Security Best Practices
• Problem-solving and Analysis
• Knowledge of IBM RS/6000 Systems
• Application and Desktop Support

Help Desk Analyst

Example Co., Chicago IL. 

May 2019 – present

• Expertly fix hardware issues including desktop PCs, printers, IBM RS/6000s, and networks – performed 100+ successful hardware and software repairs per week.
• Manage the 24/7 support for application and desktop software, ensuring a remarkable 98.8% uptime rate.
• Maintained 99% satisfaction rating in monthly end-user scoring through applied interpersonal skills and providing fast solutions in a team of 6.

Help desk Analyst

Hudson, Chicago, IL

February 2016 – April 2019

• Coordinated with onsite technicians and clients to complete replacement of access and switch points at remote sites
• Diagnosed and resolved 20+ computer and printer problems per week in a busy corporate office
• Established positive relationships with 10 new clients
• Completed documentation for projects and training

Certification

CompTIA A+ – issued by Google IT Support, 202

Bachelor of Communication

University of Seattle, Seattle

What’s the Best Help Desk Resume Format?

Help desk specialists stand as the crucial bridge between users and IT teams , dedicating themselves to resolving problems and maintaining optimal system performance daily. 

When crafting your resume, your presentation should encapsulate not just your proficiency but also your unique approach to problem-solving .

The reverse-chronological resume format is the premier choice for Help Desk Specialists. It allows recruiters to follow your career trajectory clearly, showcasing your growth and problem-solving strategies over time. 

This layout narrates your story of adapting and overcoming challenges in different roles , making a strong case for your expertise and abilities.

Regardless of the format you choose, ensure to include accurate contact details and utilize a professional, distinct font. Keep your content concise and focused on relevant work experiences and skills, adhering to the principle that less is more. 

Remember, recruiters appreciate succinct resumes that encapsulate vital information without forgoing substance.

If you are having trouble deciding what your resume should include, you can always check out our free help desk resume templates that are bound to help you build your help desk resume.

How to Write a Help Desk Resume Summary or Resume Objective

When starting to work on your resume, the first thing to think about is your introductory objective or summary . 

When choosing between a summary or an objective, you need to consider your professional background. 

• A resume objective is the best way to give an overview of the skills you possess from your education and their experiences. Moreover, it should include your career goals and aspirations. 
• A resume summary is a more suitable option to outline your skills and work experience. 

Whichever format you decide on, both types of introduction need to be short and precise.

The length of this content should not exceed more than three or four sentences. They should be enough to paint a good picture of you as a qualified potential candidate.

Help Desk Resume Summary Example

These opening few lines may open endless job opportunities for you, therefore use them wisely. 

How can you catch the recruiter’s attention? 

Study the requirements listed in the help desk job description and try to reflect them by using industry keywords in your introduction

Communicate your value and make the recruiter aware of how hiring you would benefit the company. Use strong, active language to sell your strengths and achievements.

A professional summary should include your current role and how many years of experience you have, along with a metric or two that demonstrates one or more important accomplishments. 

Here is an example of a weak resume summary for Help Desk application.

Enthusiastic help desk analyst looking to gain experience and use personal skills to serve the company’s best interests.

This example is poor because it is overly vague and does not convey any specific skills , experiences, or achievements that would make the candidate stand out as a Help Desk Specialist. 

It relies on generic terms like “enthusiastic” and “personal skills,” which don’t give a clear picture of the candidate’s qualifications. 

Additionally, it mentions the desire to “gain experience,” which could potentially signal to employers that the candidate is not yet qualified for the role.

A good Help Desk resume summary should be written more like this:

Knowledgeable and expert IT professional, with over 7 years of customer support experience, seeking an opportunity to deliver training as a Help Desk Support Specialist. Skilled in providing customer and end-user help desk support by identifying and resolving IT issues in both Microsoft and Apple operating systems. 98% of incident tickets were completed to client satisfaction and within company’s specified time limit.

Highlighting over 7 years of experience in the field , the summary efficiently outlines the candidate’s strong skill set, including familiarity with a variety of operating systems and software packages. 

Moreover, it showcases their customer support background and ability to troubleshoot IT issues, effectively presenting a candidate eager and equipped to contribute as a Help Desk support specialist. 

That final sentence also includes a metric which confidently displays their achievements in client satisfaction and time-management.

How to Write an Entry-Level Help Desk Resume Objective

Preparing a captivating Help Desk Analyst resume objective may be challenging for some, but we have just the advice you need. First off, remember that the objective should illustrate what you can contribute to the company . 

This is the information that should be included: 

• Your motivation for applying
• Name the software you are proficient in
• Provide information on your education and certifications
• Underline what actions you can contribute to the company

Get the recruiter to notice you by using industry terminology and keywords. Look at the job description and make sure your statement fulfills it.

Entry-Level Help Desk Objective Example

Below is an example of a help desk analyst resume objective to give you an idea of the direction in which you should be heading with your objective:

Highly motivated IT graduate seeking a position in a challenging helpdesk environment. Strong communication skills and solid knowledge of Microsoft operating systems and software packages. Looking for an opportunity to put my technical problem-solving skills to use at XYZ company.

The resume objective concisely outlines the candidate’s strengths including skills , as well as their foundation in operating systems and software packages. 

It also conveys ambition and a readiness to grow professionally , emphasizing a desire to use their technical problem-solving skills in a challenging environment. 

This paints the candidate as motivated and eager to leverage their foundational knowledge in a substantive role

How to Describe Your Help Desk Experience

Help desk candidates must remember that content is king when it comes to compiling a resume, regardless of the quantity. 

IT support services encompass a selection of skills that are used in different support jobs in the industry, such as analytical skills , effective communication, the ability to learn quickly, etc. Reflect on skills you possess that you should present in the experience section of your resume. 

To offer you some help, read the useful tips below to understand what an experience section should include:

• Link the qualifications given in the help desk analyst job description to your experience in a skillful way.
• Use a reverse-chronological format to list the working experience from the most current position backward.
• When presenting your accomplishments, always use bullet points . Paragraphs appear too heavy for this type of information. Give a clear overview of your experience in no more than five help desk resume bullets.
• When writing the experience section, provide information about the previous employment. Name the company that employed you, the position you held there, and the employment duration.
• Simply listing your experience won’t do! Use action verbs to describe your tasks and achievements, and keywords to add texture to your descriptions. 

Help Desk Resume Examples: Experience

Being a help desk support specialist requires providing technical assistance to users.  

Remember to align your experience with the qualifications required by the company.

When preparing a Help Desk Support Specialist resume, you might want to include core competencies like the ability to deploy, configure and support operating systems on mobile and desktop, a quick-thinking and resourceful nature, and an understanding of information security in user devices and systems.

Here is what your experience section should look like:

Help Desk Technician

Illinois Office of Inspector General, Chicago, IL

2019 – present

• Managed over 10,000 help desk tickets via JIRA, maintaining a detailed equipment inventory using ServiceNow.
• Reduced system downtime by 30% through expert troubleshooting utilizing Windows Troubleshooter and Remote Desktop.
• Elevated customer satisfaction by 25% by offering responsive help desk support and fostering positive customer relationships.
• Consistently exceeded customer satisfaction targets through proactive and adept problem-solving.

Entry-Level Help Desk Resume: Experience Section

Entering the job market as a beginner is not easy. Candidates lack the confidence they need to go up against experience in a rather competitive job market industry. 

The good news is there are are cases when companies have chosen to hire entry-level candidates for their fresh views on the industry and the ability to train them from scratch.

When brainstorming your experience section, think back to all the situations when your help was needed with tech support. 

Perhaps you volunteered to maintain the computer network for a local organization ? Or did you complete an internship in the IT sector?

These early experiences can shape us for our future careers and you should link them to the job you are applying for. Let us look at an example of how to do this.

IT Intern XYZ 

School District, Jackson, USA 2021 – 2022

• Supported daily IT operations for a 30-person team, ensuring smooth hardware and software functioning through basic troubleshooting.
• Managed user accounts in Microsoft Active Directory, facilitating new user setups and appropriate access controls.
• Aided in IT equipment inventory and budget management, contributing to efficient procurement processes.
• Created a user-friendly guide to common IT issues, reducing IT department workload by empowering users to solve basic problems.

Is Your Education Section Troubleshooted? It Might Be

Working in IT support demands up-to-date knowledge due to rapid technological advancements. Educational expectations vary based on the role and company. 

For instance, larger software companies often require a bachelor’s degree , while technical roles might need specialized degrees in engineering or IT. 

Beyond formal education, recruiters value relevant certifications, which validate expertise in specific products or systems. Before applying, research a company’s tech stack and seek related certifications. 

Staying informed in the IT landscape , not just relying on experience, can make the difference in landing your desired position.

Help Desk Resume Education Section Example

Now that you know education requirements vary between positions and companies, do a little research on the company you are applying to. 

Review the job description and try to match your qualifications to the ones listed. Include any relevant projects or coursework that can strengthen your application.

To help you understand what the education section should look like , take a look at the below example:

BSc. Degree in Computer Information Systems 

NYC College, New York, NY

• Member of Math Society. 
• Final year project: led the update of computer systems at a local community centre as well as training users.

ALWAYS Use a professional font and strong keywords to attract the recruiter’s attention when presenting yourself. Now’s not the time to be modest! 

The Best Help Desk Skills for a Resume

Help desk support employees trace and detect unexpected problems and then create apt solutions for them. Due to the nature of the job—help desk—patience is a necessary virtue. 

Working with a large number of teams requires them to be calm and able to communicate with all types of clients . Some of the most important qualities these employees should have include:

• Listening skills —this skill is high up on the list. If support teams don’t understand the customer’s problem, then they won’t be able to fix it. Careful listening encourages asking the right questions to clarify a certain situation.
• Customer-services skills —Getting calls from users frustrated with the hardware or software is not easy, which is why a help desk specialist needs to be patient and sympathetic with all clients. 
• Speaking skills —Not everyone understands the technical language and support teams need to explain the solution in the simplest terms possible, so the users understand it. 
• Problem-solving skills —You must know how to locate the problem, analyze it, and offer a solution.

Find all the key hard and soft skills future help desk employees are looking for below.

For roles within IT, it can be beneficial to list the software you are proficient in and technical skills you have at the top of your resume , just after the opening summary or objective. Recruiters will need to know this information first.

Soft Skills

• Problem-solving
• Collaboration skills
• Multi-tasking
• Meticulousness
• Organizational skills
• Active listening
• Critical thinking

Hard Skills

• Technical Support
• Computer Literacy
• Google Suite
• Microsoft App Knowledge
• Email Support
• Database Management (Apache Hive, Elasticsearch, MongoDB, Oracle PL/SQL)
• User Interface and Query Software Proficiency (Amazon Redshift, Blackboard, ServiceNow, Transact-SQL)
• Experience with Development Environment Software (Apache Kafka, Apache Maven, Microsoft .NET Framework, Microsoft PowerShell)
• Operating System Expertise (Apple iOS, Bash, Microsoft Windows Server, UNIX Shell)
• Web Platform Development (Django, Google Angular, Microsoft ASP.NET, Spring Framework)

Select the best help desk resume skills that reflect those given in the job description. These skills have to reflect your proficiency in the job at hand. Don’t try to oversell your skills—recruiters have a nose for lies that appear on resumes . 

How to Add Other Sections for an Effective Resume

Extra sections can give recruiters an idea of who the candidate is outside their academic and professional profile. 

Again, when thinking about what to put in this section, always connect the information to the job you are applying for .

Give an overview of projects you have completed and industry organizations you belong to. If you haven’t listed your certifications in the the education section, you can create a subheading to list them here.

Help Desk Resume Samples: “Other” Sections

Below is an example of how you might include extra sections. Remember that any certifications or volunteer work should also be listed in a reverse chronological order.

Continued learning

• Completed various engineering and IT courses, focusing on network management and data security, XYZ University, 2019-2021
• ITIL Foundation Certification, awarded by AXELOS Global Best Practice, 2020
• Microsoft Certified: Windows Server Fundamentals, Microsoft, 2021

>> Languages <<

Fluent in English, Italian, and German, offering a strong advantage in multilingual IT support environments

>> Personal Interests and Endeavors <<

Regular participant in community tennis and basketball leagues, demonstrating teamwork and leadership capabilities

Checklist to Keep in Mind

If you have followed all the instructions we have provided in the guide above, you should have no trouble creating an impressive Help Desk resume.

Go through our key takeaways to make sure that you have covered all the aspects for updating your resume :

• Use a professional font and strong keywords to attract the recruiter’s attention when presenting yourself.
• Choose the reverse-chronology resume format as the best form of presenting your professional experience.
• Write a strong resume objective or summary to introduce yourself
• Use the experience section to emphasize your accomplishments and the impact that you made in any of your previous positions.
• Include the skills that highlight your strengths, talents, and software proficiency
• Use Extra Sections to present projects, continued learning, and other information relevant to the application.
• List all your degrees, licenses, and certificates that will make you stand out in the crowd 

Don’t forget to check out our other resume examples and a variety of modern and professional templates to help you make your own!

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Help Desk Support Specialist Resume Examples

Are you looking to create a Help Desk Support Specialist Resume? It is important to highlight the right skills and experiences on your resume to get noticed by potential employers. This guide will provide you with a step-by-step guide on how to create a strong resume, as well as tips and examples of resumes for Help Desk Support Specialists. By following this guide, you can ensure that your resume stands out and that you have the best chance of landing the job you desire.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

Start building your dream career today! 

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Help Desk Support Specialist

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

A highly organized and results- oriented Help Desk Support Specialist with a proven track record of providing outstanding customer service and problem- solving skills. Adept at troubleshooting and resolving complex technical issues while maintaining a friendly and professional demeanor. Skilled at implementing best practices and procedures to ensure maximum customer satisfaction. Possesses excellent communication and organizational skills.

Core Skills :

• Strong problem solving and troubleshooting skills
• Knowledge of computer hardware and software
• Excellent customer service and communication skills
• Proficient in all Microsoft Office applications
• Ability to follow directions and take initiative
• Experience with remote support
• Knowledge of network administration principles

Professional Experience : Help Desk Support Technician, January 2018- Present ABC Company, Los Angeles, CA

• Provided technical assistance and troubleshooting for customers regarding software, hardware, and network issues
• Resolved customer inquiries and complaints in an efficient and timely manner
• Ensured customer satisfaction by providing quality customer service
• Assisted with setting up and configuring computers and other software
• Provided remote support to end users
• Performed system maintenance and updates
• Provided training and assistance to new and existing customers

Education : Bachelor of Science in Computer Science, 2016 University of California, Los Angeles, CA

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Help Desk Support Specialist Resume with No Experience

Highly motivated recent graduate looking to become a Help Desk Support Specialist. Skilled in customer service, problem solving and communication. Seeking a role where I can use my strong organization and technical skills to provide exceptional customer service and support.

• Proficient in Microsoft Office Suite, Windows Operating System and Database software
• Excellent communication, customer service and problem- solving skills
• Ability to multitask and prioritize tasks
• Knowledge of IT security and systems management
• Ability to work independently and in a team environment

Responsibilities :

• Assisting customers with technical issues via phone and email
• Troubleshooting hardware, software and network issues
• Diagnosing and resolving technical issues
• Maintaining documentation of customer requests and resolutions
• Updating and maintaining IT systems and software
• Monitoring system performance and making necessary upgrades

Experience 0 Years

Level Junior

Education Bachelor’s

Help Desk Support Specialist Resume with 2 Years of Experience

Recent college graduate with two years of experience as a Help Desk Support Specialist. Proven ability to troubleshoot and diagnose software and hardware malfunctions for customers on a daily basis. Expertise in Windows and Mac operating systems, networking equipment, and computer hardware. Exceptional customer service orientation with a commitment to providing timely and accurate solutions.

• Proficiency in Windows, Mac OS, and Linux operating systems
• Knowledgeable in network security protocols and protocols
• Strong customer service and communication skills
• Well- versed in computer hardware, software, and peripherals
• Ability to troubleshoot and diagnose hardware and software malfunctions
• Excellent problem- solving and analytical skills
• Knowledge of programming and scripting languages
• Proficient in Microsoft Office Suite
• Provide technical assistance and support for incoming queries and issues related to computer hardware and software
• Resolve technical issues for customers and provide accurate solutions in a timely manner
• Receive and evaluate customer reports to determine technical issues and the appropriate solutions
• Provide assistance to customers in the installation and use of hardware, software, and peripherals
• Assess and maintain technical documentation including user manuals, reference materials, and configuration guidelines
• Identify, diagnose, and resolve network problems and hardware malfunctions
• Manage customer accounts and keep records of customer interactions

Experience 2+ Years

Help Desk Support Specialist Resume with 5 Years of Experience

Highly experienced Help Desk Support Specialist with five years of experience in providing technical assistance to customers, troubleshooting and resolving hardware and software issues, and helping customers understand and use computer applications. Adept at identifying and resolving customer inquiries and complaints quickly and efficiently. Self- motivated and committed to providing excellent customer service.

• Troubleshooting and problem solving
• Customer service and support
• Hardware and software maintenance
• Network configuration and support
• Technical documentation
• Project management
• Provided first- level technical support for hardware and software issues for customers
• Responded to customer inquiries and complaints in a professional, timely, and accurate manner
• Performed troubleshooting and issue resolution for hardware and software problems
• Installed and configured computer systems, hardware, and software, including operating systems
• Assisted customers with understanding and using computer applications
• Developed training programs and materials to help customers understand software and hardware
• Researched and documented customer inquiries and complaints in a database

Experience 5+ Years

Level Senior

Help Desk Support Specialist Resume with 7 Years of Experience

Help Desk Support Specialist with 7 years of experience providing technical assistance and customer service. Proficient in troubleshooting hardware, software and network issues, as well as providing technical advice and solutions to customers. Highly organized and attentive to detail, working accurately to ensure customer satisfaction.

• Extensive knowledge of customer service principles and practices
• Proficient in hardware, software and network troubleshooting
• Experience in providing technical advice and solutions
• Highly organized and attentive to detail
• Able to work in fast- paced environments
• Able to quickly learn new technologies
• Handling customer inquiries and complaints in a timely and professional manner
• Diagnosing, troubleshooting and resolving hardware, software and network issues
• Providing technical advice and solutions to customers
• Installing and configuring computer systems
• Upgrading and patching computer systems to ensure up- to- date security
• Performing regular maintenance on systems and networks
• Maintaining records of customer interactions and solutions
• Documenting procedures and policies for IT systems

Experience 7+ Years

Help Desk Support Specialist Resume with 10 Years of Experience

Highly experienced Help Desk Support Specialist with 10 years of experience in analyzing, troubleshooting and resolving customer inquiries, hardware/software issues and providing technical support. Possess excellent problem solving skills, a collaborative attitude and excellent communication skills. Adept at managing multiple tasks, setting and achieving customer service goals and exceeding customer expectations.

• Technical Support
• Troubleshooting
• Hardware/Software Issues
• Customer Service
• Problem Solving
• Communication
• Time Management
• Goal Setting
• Analyzed customer inquiries and provided technical assistance in a timely and efficient manner.
• Resolved hardware/software issues and responded to customer inquiries via phone, email and in person.
• Troubleshooted technical issues and provided step- by- step instructions to customers.
• Assisted customers in setting up and configuring various software applications.
• Collaborated with other departments to ensure customer satisfaction and timely resolution to customer issues.
• Communicated with customers to ensure customer service standards were met.
• Managed multiple tasks effectively and consistently met customer service goals.
• Updated customer records in the database and documented all customer interactions.

Experience 10+ Years

Level Senior Manager

Education Master’s

Help Desk Support Specialist Resume with 15 Years of Experience

Results- driven Help Desk Support Specialist with 15 years of experience providing technical support to internal and external customers. Proven ability to coordinate complex procedures and troubleshoot challenging IT issues. Demonstrated ability to maintain up- to- date knowledge of IT systems and trends. Specialize in providing technical support and training to customers.

• Technical expertise in Windows and Mac operating systems, hardware, networks, and computer software
• Skilled in resolving customer inquiries and providing technical guidance
• Experience working with various software applications, including Microsoft Office
• Excellent problem- solving and communication skills
• Ability to document trouble tickets and provide timely follow ups
• Strong customer service skills
• Ability to work independently and as part of a team
• Responsible for providing technical support for hardware and software issues
• Troubleshoot customer inquiries and provide solutions in a timely manner
• Resolve IT- related problems and escalate as necessary to management
• Implement system updates, upgrades, and patches
• Develop training materials and provide technical support to customers
• Monitor hardware, software, and network performance
• Manage system backups and document troubleshooting procedures
• Provide customer support and technical expertise when needed

Experience 15+ Years

Level Director

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

What should be included in a Help Desk Support Specialist resume?

The Help Desk Support Specialist is a highly important role in any organization. As such, employers are looking for certain qualifications and skills from potential candidates. When applying for a Help Desk Support Specialist role, you should make sure your resume is tailored to the job you’re applying for. Here is a list of the essential items to include in a Help Desk Support Specialist resume:

• Technical Skills: Companies are looking for individuals with a strong technical background, so make sure you list your technical skills prominently on your resume. Include any certifications and training you’ve received, as well as any software and hardware you’ve worked with in your job history.
• Problem-Solving Skills: Employers are looking for Help Desk Support Specialists with strong problem-solving skills. List any relevant experience you have troubleshooting technical problems or providing solutions to customer issues.
• Customer Service Skills: Help Desk Support Specialists also need to possess great customer service skills. List any experience you have working with customers, as well as your ability to handle difficult customer service situations.
• Communication Skills: Help Desk Support Specialists need to have strong communication skills. List any relevant experience you have communicating technical information to customers or other technical teams.
• Attention to Detail: Employers are looking for applicants who have the ability to pay attention to detail and spot potential problems. Include any past experience you have paying close attention to detail.

By including these essential items in your resume, you will be sure to stand out from the competition when applying for a Help Desk Support Specialist role.

What is a good summary for a Help Desk Support Specialist resume?

A Help Desk Support Specialist resume should include a brief summary that outlines the key skills and qualifications they possess. The summary should demonstrate their ability to effectively diagnose and troubleshoot technical problems, provide excellent customer service, and possess a strong knowledge of multiple computer systems, software, and hardware. Additionally, the summary should emphasize the fact that they are proficient in creating technical documentation, training users, and managing customer service related issues. Furthermore, they should also highlight any certifications they have obtained, such as CompTIA, that help demonstrate their expertise. Finally, listing any educational degrees or relevant experience can help them stand out.

What is a good objective for a Help Desk Support Specialist resume?

A Help Desk Support Specialist is an IT professional who provides technical assistance and support for users of computer hardware and software. When writing a resume for a position as a Help Desk Support Specialist, your objective should demonstrate your knowledge of the technical and customer service aspects of the job, as well as your enthusiasm for helping customers.

The following are some of the objectives that would make a great addition to a Help Desk Support Specialist resume:

• Provide excellent customer service and technical support to customers through efficient problem solving and troubleshooting.
• Stay up-to-date on all the latest software, hardware, and other computer technologies in order to provide the best technical support.
• Effectively prioritize tasks and manage time in order to meet customer needs in a timely manner.
• Educate customers on the use of computer hardware and software systems.
• Work collaboratively with a team to provide an exceptional customer experience.
• Keep abreast of new trends and technologies in order to make recommendations that improve customer service and experience.

How do you list Help Desk Support Specialist skills on a resume?

When creating a resume for a Help Desk Support Specialist position, there are certain skills and qualifications that should be highlighted in order to demonstrate your ability to successfully perform the required job duties. In order to present yourself as a competitive candidate, you should create a resume that comprehensively lists your Help Desk Support Specialist skills.

When listing your Help Desk Support Specialist skills on your resume, there are certain qualities employers will be looking for. These qualities are essential to the role and should be showcased in your resume. The following are some key qualities and skills to list on your resume in order to help you stand out from other candidates:

• Technical knowledge: Employers will want to see that you have a strong understanding of technology and are able to provide technical support to customers. Be sure to include any technical qualifications or certifications you have earned.
• Troubleshooting skills: As a Help Desk Support Specialist, you will be expected to troubleshoot technical issues and provide solutions to customers. Be sure to include any experience you have with troubleshooting in your resume.
• Communication abilities: As a Help Desk Support Specialist, you will need to possess excellent verbal and written communication skills. Employers will be looking for candidates who can communicate effectively with customers and provide helpful, accurate information.
• Interpersonal skills: Employers will want to see that you are able to respond calmly and professionally to customer inquiries. Mention any experience you have working with customers in your resume.
• Problem-solving skills: Employers want to see that you are able to think critically and provide effective solutions to customer issues. Be sure to include any experience you have with problem-solving in your resume.

By showcasing these skills, you can demonstrate to employers that you have the qualifications to successfully perform the required job duties of a Help Desk Support Specialist. Make sure to include these skills and qualifications on your resume in order to make a

What skills should I put on my resume for Help Desk Support Specialist?

Help Desk Support Specialist is an important role in many organizations, providing technical support to customers and employees. When creating your resume, it is important to include the skills necessary to be successful in the role. Here are some skills to include when putting together your Help Desk Support Specialist resume:

• Technical Knowledge: Help Desk Support Specialist must have strong technical knowledge in order to troubleshoot customer and employee issues. This includes knowledge of computers, operating systems, and computer networks.
• Problem Solving: Help Desk Support Specialists need to be able to quickly identify and solve customer and employee issues. This requires excellent problem solving skills and the ability to think quickly.
• Customer Service: Help Desk Support Specialists must provide excellent customer service. This means being patient, friendly, and understanding of customer and employee needs.
• Communication: Help Desk Support Specialists must have strong communication skills, both verbal and written. This includes the ability to explain technical concepts to customers and employees who may not be as technical.
• Organization: Help Desk Support Specialists must be organized in order to keep track of customer and employee issues. This includes the ability to prioritize tasks and keep track of customer and employee data.

By including these skills on your resume, you will be demonstrating to potential employers that you have the skills necessary to be successful in the role of Help Desk Support Specialist.

Key takeaways for an Help Desk Support Specialist resume

Help Desk Support Specialists are integral in any business, providing technical assistance to customers. This key role helps customers efficiently solve problems and manage their IT issues. For those looking to break into the field, here are some key takeaways for crafting an effective Help Desk Support Specialist resume.

• Highlight Technical Skills: Help Desk Support Specialists are expected to have strong technical skills, such as a knowledge of computer hardware and software, network administration, and troubleshooting. Be sure to include your technical skills in your resume and emphasize any certifications you have that make you a qualified candidate.
• Demonstrate Customer Service Skills: Help Desk Support Specialists must be able to effectively communicate with customers and provide them with helpful guidance. Emphasize your customer service experience, such as resolving customer complaints, providing technical support, and responding to customer inquiries.
• Showcase Problem-Solving Abilities: As a Help Desk Support Specialist, you need to be able to accurately diagnose and troubleshoot customer issues. Include any relevant problem-solving experience you have, such as identifying and resolving technical issues or providing IT solutions to customers.
• List Relevant Certifications: Many employers require that Help Desk Support Specialists have specific certifications. If you have earned any certifications related to Help Desk Support, be sure to list them on your resume.

These key takeaways should help you craft an effective Help Desk Support Specialist resume. Be sure to include your technical skills, customer service skills, problem-solving abilities, and relevant certifications to demonstrate your qualifications for the role.

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Help Desk Specialist Resume Sample

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Help Desk Specialist Resume Sample (Full Text Version)

Valeria fiorilli.

Certified Help Desk Specialist accustomed to working in multitasking and fast-paced environments. Adept at providing excellent customer support and knowledge on any IT related issues and installing, configuring, and maintaining computer hardware and software. Offers well-developed communication skills, extensive problem-solving skills, and ability to handle complaints effectively.

Work experience

• Answered calls, responded to emails, and provided help desk support to clients using various operating systems, such as Windows, iOS, and Linux.
• Configured systems, installed software, and replaced broken hardware.
• Collaborated with colleagues on the development of new help desk procedures and policies to maximise the efficiency and cut unnecessary costs.
• Conducted inventory reports and participated in weekly meeting with managers.
• Provided technical support and expertise, resolved any clients' IT related issues.
• Communicated with customers via phone and/or email; handled more than 50 calls and 50 emails on a daily basis, ensuring the quality of customer support was at the highest level possible.
• Installed, maintained, and updated computer hardware and software.
• Troubleshot complex networks and fixed any threads and bugs.
• Awarded Employee of the Month twice.

First Class Honours

Clubs and Societies: Business Club, TEDx Club, Riding Club

Graduated with Distinction (Grade 1 - A/excellent equivalent in all 6 subjects)

Volunteering

Certificates.

Milan Šaržík, CPRW

Milan’s work-life has been centered around job search for the past three years. He is a Certified Professional Résumé Writer (CPRW™) as well as an active member of the Professional Association of Résumé Writers & Careers Coaches (PARWCC™). Milan holds a record for creating the most career document samples for our help center – until today, he has written more than 500 resumes and cover letters for positions across various industries. On top of that, Milan has completed studies at multiple well-known institutions, including Harvard University, University of Glasgow, and Frankfurt School of Finance and Management.

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Help Desk Specialist Resume Sample

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Work Experience

• Troubleshoot connectivity and computer issues on end user’s machine
• Responsible for providing Service Desk services that support users by addressing events, user incidents and requests either by responding and resolving them internally within SENS3 or by transferring responsibilities to external service providers to assist in resolving them, while continuing to proactively monitor and assist in resolving them on each user’s behalf
• Experience with FWS, PIPS, and portal required
• U.S. citizenship (required for federal security clearance)
• Coordinates a team to provide first-tier level of support to residents, staff and management of Housing and Dining Services (HDS)
• Oversees the day-to-day operations of a multiple location IT Help Desk environment
• Participates in a team work environment that results in contribution to achievement of project goals and objectives, periodically participating in a lead role for a project or a phase of a project
• Hires, schedules, and evaluates the work performance of approximately 18 hourly student Help Desk staff
• Monitors services provided to assure quality, performance and production goals for the Help Desk are met
• Proficiency with Microsoft Excel , Microsoft Office, and data bases
• Hands on help desk technical support in a Windows environment
• Demonstrated experience in hardware support, parts replacement and imaging
• Hands on experience with Active directory
• Microsoft OS experience required
• Hands on and over the phone technical support experience required
• US citizenship with the ability to pass a government sponsored background investigation, if needed
• Level 1 Helpdesk supporting company's Hardware/Software, and Mobile Devices
• Log all calls into Remedyforce ticketing system for future reference
• Assist in the development of our Knowledgebase
• Excellent customer service & organizational skills
• A high level of work performance and professionalism in dress and attitude
• Strong organizational and customer relations skills

Professional Skills

• Typing skills 25+ words per minute. Able to spend considerable time on the phone. Excellent technical troubleshooting and problem solving skills
• Time& work management skills that involve prioritizing multiple tasks and maintaining an organized, clean work space to effectively deliver results
• Provide excellent interpersonal communication skills to support the delivery of outstanding customer experience in a team-based environment
• Demonstrate strong communication skills, both verbally and written
• Communicate effectively and efficiently, demonstrating strong written and communications skills
• Manage and enhance the user experience with technology using strong guest service skills
• Excellent PC skills, including hardware and software operating systems

How to write Help Desk Specialist Resume

Help Desk Specialist role is responsible for customer, troubleshooting, interpersonal, technical, software, analytical, communications, telephone, basic, organizational. To write great resume for help desk specialist job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Help Desk Specialist Resume

The section contact information is important in your help desk 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 Specialist Resume

The section work experience is an essential part of your help desk 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 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 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 Specialist resume experience can include:

• Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas
• Strong telephone communication skills. Excellent phone support and troubleshooting
• Two or more years of previous experience in a professional environment with solid phone support skills
• Demonstrates solid interpersonal, customer service and telephone etiquette skills
• Demonstrate effective verbal and written skills
• Solid organizational skills and ability to prioritize work to meet project deadlines

Education on a Help Desk Specialist Resume

Make sure to make education a priority on your help desk 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 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 Specialist Resume

When listing skills on your help desk 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 specialist skills:

• Effectively seeks out those who can provide coaching in new job skills
• Strong customer management skills, with a good grasp of learning styles
• Good listening, written and oral communication skills with a strong desire to deliver exceptional customer service to the user community
• Demonstrated interest in computer technology as evidenced through course work, extracurricular activities, and/or prior work experience
• Excellent oral and written communications skills with customers and peers; tactful and effective customer communications
• Excellent written and verbal skills that foster effective communication within the team, company, and end users

List of Typical Experience For a Help Desk Specialist Resume

Experience for it help desk specialist resume.

• Excellent written, oral, and interpersonal communications skills, including excellent customer service and self-motivation skills
• Excellent communication skills and the ability to work in a team environment spanning the globe
• Strong trouble shooting skills and a desire to solve the problem at hand
• Solid teamwork and interpersonal skills; enjoys working with multiple customers
• Excellent in person support skills with high level government VIP's

Experience For Senior Help Desk Specialist Resume

• Outstanding hardware and software troubleshooting skills
• Vision, hearing, speech and typing skills
• Two or more years of experience with desktop support or call center experience
• Utilize solid MS Office 2016 application experience to troubleshoot customer issues
• Self-motivated and able to learn new technologies, skills, and applications
• Proven Help Desk experience
• Provide professional telephone skills with proper phone etiquette required
• Upper-intermediate English language skills
• Proven experience as a help desk specialist or other customer support role

Experience For Software Licensing Help Desk Specialist Resume

• Prior Service Desk experience
• Prior work experience in Help Desk Support or Technical Support environments
• The ability to effectively respond to questions from managers, coworkers and customers
• AA and three years related experience or the equivalent combination of experience and education
• Prior IT help desk phone support experience
• Displays time management, organizational and problem-solving skills

Experience For Lead Help Desk Specialist Resume

• Answering, evaluating, and prioritizing incoming calls/trouble tickets
• Providing excellent customer service; handling incoming work orders, emails, and phone calls for a customer base of over 3500
• Working knowledge and experience with Microsoft Windows 7, Office 2010, Active Directory, and Exchange
• Understanding of computer security best practices for protecting user information and data and experience with Antivirus software and other security procedures
• Experience in logging and tracking problems and requests from open to close, using an issue tracking tools such as Solarwinds
• Attention to detail while meeting deadlines and managing changing priorities
• Experienced in building, setup and removal of desktop equipment including PCs, laptops, imaging phones, peripherals and software

Experience For Help Desk Specialist, Associate Resume

• Troubleshoot/diagnose and repair equipment, restoring it to good working order utilizing warranties wherever possible
• Experience Monitoring and supporting ticket workflows
• Experience with networking is required, including
• Experience in deploying new systems and replacement user systems as needed and appropriate urgency surrounding such requests
• Experience documenting work in a trouble ticketing system

Experience For Help Desk Specialist Tier Resume

• Experience working with a ticketing system such as Asana, Remedy, ServiceNow, or equivalent
• Experience providing PC troubleshooting and desktop application assistance over the phone
• Knowledge of computer and software fundamentals including thorough troubleshooting experience
• Experience using issue tracking and documentation tools like JIRA and Confluence
• Experience with common desktop tools and technologies, including Microsoft Office and SharePoint required
• Excellent investigative and problem solving abilities
• Demonstrates ability to establish a positive relationship with client while seeking solutions
• Answer, evaluate, and accurately prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users

Experience For Mid Level Help Desk Specialist Resume

• Previous experience using IT service desk management systems such as Remedy, BMC, Numara etc
• Answers, evaluates, and prioritizes incoming telephone calls, voice mails and e-mail requests for assistance
• Technical experience supporting hardware and software in
• Experience providing technical support to Windows workstations
• Experience providing user support

Experience For Service Desk / Help Desk Specialist Resume

• Experience providing phone and/or in-person support
• Strong knowledge of customer care processes and techniques while providing exceptional customer service
• Strong writing background required
• Experience in providing information technology support
• Extensive experience with hardware, software, and network troubleshooting
• 6+ months of experience providing phone and/or in-person support

Experience For Com-f Junior Help Desk Specialist With Secret Clearance Resume

• Experience with Active Directory for account creation is required
• Computer experience
• Experience monitoring operational activities of all cells
• Experience coordinating with impacted mission partners and communication of outages and plans
• Interact with all levels of our customer base and provide excellent customer service
• MCSA Windows 7 certification (Microsoft Certified Solutions Associate) or ability to obtain one prior to start date (paid for by ASRC Federal)
• Excellent problem solver and fantastic communicator
• Communications, verbal and written that deliver an effective, clear, concise message
• Three (3) years of Help Desk experience

Experience For Senior Help-desk Specialist Resume

• Experience with Microsoft Windows.Knowledge of Windows Active Directory, TCP/IP and network technologies
• One to two years administrative/clerical experience
• Experience in SCCM- System Center Configuration Manager
• Experience in Windows Active Directory Administration
• Experience with training users (in person and / or online)
• Determines when it is necessary to forward/assign a problem to the appropriate group and prioritizes accordingly
• Demonstrated ability to balance the demands of multiple projects, conflicts, and time pressures constructively and efficiently to meet organizational needs
• Demonstrate an understanding of the job description, performance expectations, and competency assessments

List of Typical Skills For a Help Desk Specialist Resume

Skills for it help desk specialist resume.

• Proven ability to operate effectively in a team environment
• Excellent listening and questioning skills; ability to present ideas in understandable language
• Excellent problem solving skills, initiative to be proactive within the role, and ability to work independently
• Apply technical skills, knowledge, and troubleshooting experience to proprietary applications and systems
• Knowledge of network operating systems and network setup. Strong telephone communication skills

Skills For Senior Help Desk Specialist Resume

• Excellent phone support and troubleshooting skills
• Strong problem solving and assessment skills
• Strong communication skills, with a passion for developing customer relations
• Excellent communication skills (written and verbal), as well as an ability to follow standards
• Demonstrate patience, communication skills, empathy, respect, and customer care

Skills For Software Licensing Help Desk Specialist Resume

• Work effectively in a team environment and demonstrate high ethical standards
• Possess effective time management and project management skills
• Excellent time management and organization skills. Ability to manage multiple concurrent tasks with minimal supervision
• Strong customer support background and verbal communication skills
• Professional customer service skills with the proven ability translate technical findings

Skills For Lead Help Desk Specialist Resume

• Develops/demonstrates ability to use analytical skills to solve problems with occasional guidance
• Strong organizational skills and ability to troubleshoot digital copiers required
• Good oral and written communications skills and customer responses
• Excellent interpersonal skills and the ability to provide verbal directions
• Strong interpersonal skills and a team player mindset

Skills For Help Desk Specialist, Associate Resume

• Strong active listening, oral and written communication skills
• Excellent customer service skills with ability to interpret end user questions and troubleshoot
• Proven customer service, interpersonal and verbal and written communication skills
• An ability to prioritize and organize work effectively
• Technical Help Desk or Service Desk experience with demonstrated aptitude/skill in both software and hardware is required, to include

Skills For Help Desk Specialist Tier Resume

• Excellent organizational and time management skills, especially the ability to manage multiple concurrent tasks
• Team player with excellent communication skills and works well under pressure
• Excellent organization skills and ability to follow up and follow through are essential
• Demonstrate customer service, leadership and team skills
• Demonstrate detail orientation and analytical skills
• Demonstrated ability to work effectively with a diverse group of faculty, students, administrators, staff, and others
• Applies basic systems testing to verify with user groups that installations are operating effectively
• Documentation or publishing skills (job aids, training manuals, etc.)
• Experience troubleshooting general networking, wireless , and connectivity problems; and knowledge/experience with remote desktop and VPN

Skills For Mid Level Help Desk Specialist Resume

• A firm understanding of Windows/ Mac OS and applications with a broad range of technical knowledge and creative troubleshooting skills
• 6+ months proven experience working with cloud based file sharing such as Dropbox, OneDrive, iCloud, or equivalent
• 6+ months proven experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud, or equivalent
• Computer skills needed include working knowledge of the following
• Experience and strong knowledge of Windows 7 & 10 operating systems; Windows Active Directory & Group Policy and the Microsoft Office application suite
• Experience troubleshooting Windows 10, MS Office 2016 and strong ability to support MS Outlook

Skills For Service Desk / Help Desk Specialist Resume

• Basic knowledge and troubleshooting skills for laser jet, ink jet, and label printers, scanners, and fax machines required
• Basic knowledge and troubleshooting skills related to computer hardware and software required
• Basic knowledge and troubleshooting skills related to TCP/IP network connectivity issues required
• Customer service skills, particularly when handling difficult situations
• Solid experience with mobile devices is required, including but not limited to: iOS, Android and Blackberry platforms
• Five years’ experience in Information Technology required including at least 3 year of customer service experience in IT
• One year Information Technology experience, including work experience in customer service is required

Skills For Com-f Junior Help Desk Specialist With Secret Clearance Resume

• Proven knowledge of and hands-on experience with workstation operating systems, applications, hardware and systems integration
• Basic troubleshooting skills for iOS and Android devices
• Technical troubleshooting skills with Windows 7-10 workstations, basic Active Directory (add/delete users, password resets), MS Office 2010-2013
• Prior experience in an IT support environment providing direct level two end user support
• Continuously develop individual knowledge and troubleshooting skills to improve issue resolution speed and quality
• Strong demonstrable experience with MS operating systems (Windows 2000, Windows XP, Windows 7, Server 2003/2008)
• Prior experience with a ticketing system, such as ServiceNow
• Prior experience using a remote access tool, such as Bomgar
• Customer Service Skills (phone support)

Skills For Senior Help-desk Specialist Resume

• ) Strong customer support experience
• Have the ability to quickly learn support skills for new applications
• Basic MS Office skills to include Word, Excel and Outlook
• Interface and communicate effectively with government personnel and other contractor staff
• One (1) year experience in IT required including at least one (1) year of customer service experience in IT

List of Typical Responsibilities For a Help Desk Specialist Resume

Responsibilities for it help desk specialist resume.

• Hearing and speaking abilities to effectively communicate through the telephone and in person
• Demonstrated troubleshooting techniques, and a strong working knowledge of Microsoft Windows operating systems, including Internet Explorer
• Experience using help desk ticketing software and experience with Mac and iOS platforms
• Develop and sustain high-quality, empathetic, informed telephone and customer communication skills
• Organize, prioritize and schedule workload; office experience required
• Versatile communication skills – is able to support any users
• H.S. Diploma / GED and 4+ years of experience in an IT or call center environment and 2 years of experience in a customer service position

Responsibilities For Senior Help Desk Specialist Resume

• Two to four years related experience; or equivalent combination of education and experience
• Related work experience, Experience with A+, Net+, MCP or MCDST
• Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, Office, etc.) is required
• Exceptional written, verbal, and non-verbal communication skills
• Work effectively and responsibly in a team or independently
• Diagnose and resolve basic technical skills

Responsibilities For Software Licensing Help Desk Specialist Resume

• Communicate results effectively in both oral and written form; compose correspondence and reports
• Create and foster a positive, helpful and effective user experience. Ensure and confirm that issues are resolved to the customer's satisfaction
• Understanding of and demonstrated ability in the use of call tracking software and related tools for documentation of call center operations
• Understanding and/or experience in detecting potential cyber security attacks and breaches, and how to resolve common problems
• Document management experience (most mid to large sized law firms have this as do most Perot employees); blacklining, redlining, track changes; troubleshooting
• Experience and understanding of cyber security issues such as phishing, ransomware, and related attacks and providing protection and resolution of issues
• Experience delivering technical training to end users on software applications and hardware support in a classroom and/or one-on-one setting
• Experience working with a ticketing system such as Asana, Remedy, ServiceNow, Zendesk or equivalent

Responsibilities For Lead Help Desk Specialist Resume

• Related experience supporting computers and peripherals such as printers, monitors, docking stations and AV equipment
• Past experience working in a training environment
• Experience with troubleshooting and providing local/remote desktop support
• Experience troubleshooting Windows Desktop Operating Systems 7/8.x/10
• Experience working with desktop/server IT systems using Windows or Linux

Responsibilities For Help Desk Specialist, Associate Resume

• Help desk experience diagnosing and resolving technical problems with both software and hardware
• Solid understanding of Call Tracking Software
• Experience working with a ticketing such as Asana, Remedy, ServiceNow, or equivalent
• 6+ months experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud, or equivalent
• Experience with setup and troubleshooting of all aspects of network printing (network print servers, spoolers, and related devices)
• Experience setting up various Windows services such as IIS, FTP, RDP General understanding of Active Directory concepts and functions
• Have excellent English writing and speaking ability (essential)
• Provide effective verbal and written communications to customers keeping them updated with process and status
• Experience within the following: Windows 10, PCs, Active Directory

Responsibilities For Help Desk Specialist Tier Resume

• Experience in Help Desk support and remote user support for resolving application and hardware issues is required
• Experience with Footprints, Remedy, or a similar Help Desk Ticketing
• Experience in using Microsoft Word, Excel, and Outlook
• Direct experience with incident troubleshooting and escalation
• Experience working in a customer call center or Help Desk environment desirable

Responsibilities For Mid Level Help Desk Specialist Resume

• Experience troubleshooting Microsoft Windows O/S (Windows 7 and Windows 10) and Microsoft Office Suite
• Experience handling Level 3 Tech Support calls or those escalated to high level or expertise
• Experience with the use of ticketing systems
• Experience with managing student staff in Higher Education
• Experience with handling inventory of supplies or equipment

Responsibilities For Service Desk / Help Desk Specialist Resume

• Experienced in Hardware and Software Troubleshooting
• Experience supporting PC’s, Laptops, Mobile Devices and current versions of Microsoft Office
• Experience with basic administration of the following
• Experience in working with IBM, Lenovo, HP, and Dell hardware
• Solid understanding of Citrix Systems application is required

Responsibilities For Com-f Junior Help Desk Specialist With Secret Clearance Resume

• Solid understanding of Network fundamentals is required
• Experience with ticketing systems such as Remedy, SMS or ServiceNow
• Strong troubleshooting, analytical, and logical thought capabilities
• Three years professional experience in working in a Client Services, IT Help Desk Environment, or related field
• Experience with Windows 7/10, Microsoft Office 2007/2010/2013, PC Hardware, Printer Hardware, Microsoft active directory, remote access, and ticketing systems
• Skill in customer service, communication and problem solving
• Experience trouble shooting PCs and printers in a client server environment required
• Work experience supporting Windows, OS X, and mobile platforms and applications

Responsibilities For Senior Help-desk Specialist Resume

• Excellent understanding of Windows 7 and Windows 10 computer systems, mobile devices, and other technical products
• Prioritize and organize work in a fast-changing environment
• Experience in a help desk or troubleshooting environment
• Three or more years' experience in the Help Desk support and remote user support for resolving application and hardware issues is required
• Experience with Network Troubleshooting (DHCP, Connectivity, DNS, etc.)
• Experience working as a Helpdesk Technician or other customer service role
• History of being on time and strong attendance record
• Good understanding of computer systems and mobile devices
• Experience with training users (in person and/or online)

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Help Desk Support Specialist Resume Samples

The role of a Help Desk Support Specialist is to take charge of maintaining customer’s relationship with the company, provide answers to customer’s queries and handle all other needs related to technical support. The Help Desk Support Specialist Resume demonstrates these key responsibilities – providing technical assistance and support for all incoming queries and issues relating to the system’s hardware and software; helping customers by delivering effective solutions, following up with customers to ensure that the issues are solved properly, identifying and resolving technical problems for end-users; running reports to determine malfunctions.

Employers want their Specialists with these attributes – proven work experience in providing level 1 support for IT operations, excellent communication skills, experience in assisting customers on phone and through web form submissions or social media; proven analytical skills and the ability to work even under stressful conditions. As far as education is concerned, hiring companies want a bachelor’s degree in Computer Science or Information Technology Engineering.

• Resume Samples
• Help Desk Support Specialist

Help Desk Support Specialist Resume

Summary : An expert troubleshooter and Helpdesk Support Specialist with strong interpersonal skills, and A.A.S in Computer Networking, and Network + certified, seeks a role offering professional growth and development.

Skills : Certified Hardware/Software Service Technician.

Description :

• Oversee the daily performance of computer systems.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
• Answer incoming phone calls and assist users in resolving issues.
• Setup backup procedure for laptops in a regional setting utilizing crashplan.

Sr. Help Desk Support Specialist Resume

Summary : To work in a modem organization with the latest technological standards where can expand knowledge and further experience in the IT industry. Working towards Network Engineering and System Administration.

Skills : Windows Server 2012 R2, Windows Server 2008, Windows 7, Windows 8, Help Desk Support, Group Policy, Troubleshooting, Hyper-V, Virtualization.

• Provided on-site enhancement, upgrade, and support services to contracted small business clients for business-critical workstation and network systems.
• Collaborated with clients to plan infrastructure expansion and upgrades based on business goals and assessment of existing technologies.
• Installed and configured operating systems and application software, and recommended antivirus and security procedures and tools.
• Performed periodic backups as part of the client's business continuity strategy.
• Trained users in equipment and application use.
• Grew the client base from the ground level to more than 300.
• Provided exceptional service resulting in referral-driven business expansion.
• Delivered printing solutions and peripherals, e.g., scanners/copiers, digital senders, and fax machines.

Jr. Help Desk Support Specialist Resume

Summary : Resolve technical related issues for end-users throughout the business and district. Install, maintain, and support district hardware and software. Improve the learning environment by helping staff and customers with integrate technology into the learning environment.

Skills : Help Desk Support, DHCP, DNS, Structured Cabling, Share Point, Windows Server 2008.

• Manage all new computer orders, manage and complete all task through the ticketing systems.
• Re-image core load and transfer all files from old machine and migrate to new machine from refresh projects.
• Provide leadership and support to other technicians' onsite.
• Provide configuration to new machine, verified all files and system restored properly.
• Provide service with system diagnostic and troubleshooting computers.
• Include perform a team leader and overseeing technicians and deploy new computers and transfer all images/files.
• Provide migration project and technical support for Rouse Properties at Westwood Mall, Jackson MI.

Lead Help Desk Support Specialist Resume

Summary : High-energy Massage Therapist with knowledge of a wide range of massage methods and techniques. Able to relate well with staff and clients alike and succeed in high-end, challenging and busy environments.

Skills : Microsoft Office, Office 365, Sharepoint, Networking,.

• Oversaw the daily performance of computer systems.
• Answered user inquiries regarding computer software or hardware operation to resolve problems.
• Installed and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Referred major hardware or software problems or defective products to vendors or technicians for service.
• Conferred with staff, users, and management to establish requirements for new systems or modifications.

IT Help Desk Support Specialist Resume

Summary : An aspiring team worker, hard working and dedicated professional who wants to meet the challenges posed in the industry and to contribute towards the growth of the organization along with self-motivation.

Skills : Type 50 wpm, proficient in Word, Excel and Outlook, general computer and internet usage.

• Assisted 80+ customers via email, telephone and on-site calls per day by troubleshooting on hardware and software.
• Installed operating systems Windows 2000, Windows XP, and Microsoft Outlook for internal and external customers.
• Attended new product launches to keep abreast of the most current product upgrades.
• Trained customers and sales representatives in the use of new equipments.
• Completed A + Certification through Ricoh to better assist clients with technical inquires.
• Helped customer to solve their problem and ensure that all agreements are met.
• Assessing customer issues for suggesting solutions and recommend them the appropriate action.
• Recommend procedures to improve customer service.

Help Desk Support Specialist/Analyst Resume

Summary : An accomplished business professional in the areas of customer service and technical support. Gained valuable experience in organizational management and supervisory skills for all levels of customers and staff.

Skills : Outstanding knowledge of software maintenance.

• Answer questions or resolve computer problems for clients via telephone or electronically on a daily basis.
• Troubleshoot, diagnose, resolve and document technical service request.
• Provide assistance or troubleshoot user concern of computer hardware and software, including printing, software Troubleshoot installation/access/electronic mail/operating systems on a daily basis.
• Document each call process and procedures.
• LAN/WAN network connectivity issues Active Directory account modifications password reset and permissions setting.
• Troubleshoot account, remote, wireless, Troubleshoot VPN access/ connectivity issues.
• Monitor and respond to operating and network error messages.

Help Desk Support Specialist III Resume

Summary : Responsible for Maintaining and administering computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.

Skills : Help Desk Tech, IT Help Desk.

• Communicates and enforces company and accounting practices & policies.
• Schedules and conducts software training seminars for site management, property accounting and investment manger personnel.
• Monitors support calls in the Service Desk database and reviews monthly results to recognize and address problem trends.
• Assists the sites and corporate accounting personnel in the correction of posting errors on month-end closes & reports.
• Imports data and conversions when necessary.
• Responsible for the set up of new properties, as well as, the transition of terminated or lost properties.
• Participates in the implementation of, and compliance with, technology related policies.

Help Desk Support Specialist II Resume

Summary : To obtain a position in the Information Technology field that will allow to utilize expertise in Computer networking, System administration, network security and telecommunication skills.

Skills : IT Specialist, IT Desk Support.

• Ensured Help desk work orders were completed in a timely manner.
• Setup and installation of the Commander Video Tele Communication systems (VTC).
• Provided technical support to user of the Defense Messenger System.
• Instructed, Supervised three help desk support specialist provided on the job training resulting in more proficient confident soldiers.
• Accounted for over $100,000.00 of Automation equipment.
• Trained 14 Personnel on how to terminate Cat-5 cable and install it onto the network.
• Migrated and transferred user data from 350 Windows Nt to Windows 2000.

Help Desk Support Specialist I Resume

Summary : To obtain a challenging position with an organization where client service experience, Technical skills, Leadership, and Language skill would be of value.

Skills : COBOL, Assembler, Desktop Support, Help Desk Support, Customer Service, Management, Sales, Instructor, Insurance.

• Assist clients over the phone to provide technical support on company's software product Cross Link.
• Collect data from the clients to maintain compliances with software licensing.
• Trouble shoot network usage and computer peripherals; perform system backups and data recovery.
• Assist clients on how to correct syntax errors as well as how to generate a report.
• Log all problem tickets into the system and resolving any issues.
• Assist clients on how to find information within the Software.
• Respond, assign, and monitor open tickets.

Summary : To establish a long-term career in a company where I may utilize my Help Desk Support Specialist professional skills and knowledge to be an effective Associate Program Manager and inspiration to those around me.

Skills : IT Support, Network Engineer.

• Analyzed computer hardware and software issues.
• Tested solutions, and documented resolution steps.
• Imaged computers using Norton Ghost imaging software.
• Initiated and managed special projects with little supervision.
• Promoted to assistant team lead for tier two level support.
• Interviewed with help desk candidates, and helped determine candidate eligibility for help desk position.
• Oversaw help desk operations on occasions.

Table of Contents

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Resume Worded   |  Resume Skills

Skill profile, help desk support specialist, improve your resume's success rate by using these help desk support specialist skills and keywords ..

• Hard Skills and Keywords for your Help Desk Support Specialist Resume
• ATS Scan : Compare Your Resume To These Skills
• Sample Resume Templates
• How To Add Skills
• Help Desk Support Specialist More Resume Templates

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Frequently asked questions.

• 3. Effective Action Verbs for your Resume

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Looking for keywords for a specific job search for your job title here., © 2024 resume worded. all rights reserved., help desk support specialist resume keywords and skills (hard skills).

Here are the keywords and skills that appear most frequently on recent Help Desk Support Specialist job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Go to Sample Templates ↓ below to see how to include them on your resume. Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

• Technical Support
• Active Directory
• Windows Server
• Computer Hardware
• Service Desk
•  Find out what your resume's missing
• Operating Systems
• BMC Remedy Ticketing System
• System Administration
• Troubleshooting
• Microsoft Exchange
• Network Administration
• Android Development
• Information Technology
• IT Hardware Support
• IT Service Management

Resume Skills: Software & Tools

• MS Office Suite
• LogMeIn Rescue
• Microsoft Office Suite
• Google Workspace
• Remote Desktop
• PC/Mac Hardware
• Antivirus Software
• Firewall/Security systems
• Database management
•  Match your resume to these skills

Resume Skills: Programming

Resume skills: operating systems.

• Windows (7/8/10)

Resume Skills: Networking

• Wireless Networks
• Diagnostics and Troubleshooting

Resume Skills: Hardware

• Network Routers

Resume Skills: Managed IT Services

• Microsoft SCCM
• Microsoft Azure

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Alternatively, you can also include a Skills section where you can list your technical skills in order of your proficiency. Only include these technical skills or keywords into your resume if you actually have experience with them.

   Does your resume contain all the right skills? Paste in your resume in the AI Resume Scan ↓ section below and get an instant score.

Compare Your Resume To These Help Desk Support Specialist Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Help Desk Support Specialist Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences , education or skills section , like we've shown in the examples below. use the examples below as inspiration..

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Only include these technical skills or keywords into your resume if you actually have experience with them.

How do I add skills to a Help Desk Support Specialist resume?

Go through the Help Desk Support Specialist posting you're applying to, and identify hard skills the company is looking for. For example, skills like Technical Support, Operating Systems and Active Directory are possible skills. These are skills you should try to include on your resume.

Add other common skills from your industry - such as Windows, Office 365 and Windows Server - into your resume if they're relevant.

Incorporate skills - like Android Development, VMware and Networking - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

Communication is often an important component of the role of a Help Desk Support Specialist, so when writing your resume, include examples of how you communicated with stakeholders, team members or customers, or produced content.

A good Help Desk Support Specialist has strong attention to detail, so try to include examples of where you handled complex projects or processes.

Try to add the exact job title, Help Desk Support Specialist, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Word Cloud for Help Desk Support Specialist Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Help Desk Support Specialist job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

Get your Resume Instantly Checked, For Free

Upload your resume and we'll spot the issues in it before an actual help desk support specialist recruiter sees it. for free., help desk support specialist resume templates.

Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example Logistics Support Specialist

An effective Description of the templates...

Download this resume template

Logistics support specialists ensure that a company's products arrive at their destinations in a timely and efficient manner by working with customers and vendors. In addition, they provide support to customers by planning and implementing the pick-up and delivery of the company's products or services. However, the skills/techniques section explains more details and gives the recruiter more perspective. Additionally, this job seeker highlights, "open to remote work" on their resume — this is something that's becoming more common more recently due to work from home becoming more normal.

Tips on why this template works

   include tools that are used in logistics and supply management.

Showing that you can use tools relevant to logistics management shows that you will be able to deliver efficiently. For example, tools like Microsoft Project are essential for logistics management.

   Demonstrate your financial management skills

Finance plays a vital role in every organization. One of the core factors of logistics management is procurement, and financial management has a significant role in procurement. Having financial management skills will demonstrate how you can help strategize, plan, organize and utilize the organization’s resources.

Resume Example Desktop Support Representative

This professional is also a customer service representative. They are mainly responsible for customer and client queries, complaints and inquiries. They are usually the first contact point with customers whenever an issue crops up and for introductory information. In some cases, they can perform proactive maintenance and other technical assistance. This desktop support representative resume example highlights the applicant’s core duties and responsibilities throughout their career. Being a highly technical field, the resume has a separate skills section that showcases the applicant’s skill set. All of these are built on a solid Computer Information Technology educational background.

   Summarize your key strengths/achievements in desktop support using a resume summary

Hiring managers do not have enough time to go through entire resumes. So they mostly skim through in under 8 seconds as they look for the ideal candidate. Therefore, condense your key achievements and strengths in the resume summary where they can’t be missed. Keep it short and precise, 3-4 sentences. Notice how this applicant captures their expertise in Windows OS in the resume summary.

   Use numbers to show your impact as a desktop support representative

Numbers Don’t Lie – show the hiring manager that you’re results-oriented by quantifying your accomplishments. Use numbers and percentages when highlighting what you’ve done and achieved. For example, simply saying “Enhanced customer satisfaction and reduced costs” isn’t as impactful as “Enhanced customer satisfaction by 48% and reduced costs by an average of 37% by….”

Resume Example Desktop Support Analyst

Support analysts analyze, repair and maintain computer software and hardware systems. They can also communicate directly with clients while responding to tickets, troubleshooting or resolving problems. In larger organizations, they may be tasked with developing and enforcing IT policies that promote the organization’s overall objectives. This desktop support analyst resume template solely focuses on the applicant’s relevant job experience. This is useful if an applicant targets a specific role and wants to match their skill set to those in the job description. Moreover, a solid academic background in Information Technology demonstrates the applicant’s foundational knowledge and ties to their career.

   Tailor your resume to the desktop support analyst job

So you might have worked in several different desktop support roles, and it may be impractical to list everything you’ve done in your career. The standard practice is to structure your resume to focus more on the new role you’re applying for. You could feature other responsibilities that match those of the job you’re applying for. This resume effectively captures this concept.

   Focus on desktop support analyst keywords and experience only

Using technical language effectively demonstrates your expertise in the job position you’re applying for. So terms and phrases like “laptop rollout deployment,” “load sets for Windows,” “software version tracking,” “troubleshooting,” and so on makes your resume sound professional and prove you’re familiar with such concepts.

Resume Example Desktop Support Specialist

A desktop support specialist is an upper-tier role. The holder of this office essentially performs the functions of a desktop support analyst but on a broader scope. In addition to technical support, a desktop support specialist also offers administrative support. These professionals typically have extensive knowledge of an organization’s IT infrastructure and, therefore, oversee its maintenance. As this desktop support specialist resume template indicates, applicants for such top-tier desktop support roles must demonstrate a wealth of experience and an expansive skill set. So, the resume focuses more on these two components. The resume shows the applicant’s broader knowledge (Master’s degree in Psychology), which can be handy when working with other people and teams on projects.

   Demonstrate your coordination and organization skills

At this level, hiring managers are more interested in applicants with people, coordination and organizational skills. These are important for cooperative teamwork, mentoring, supervision, and project management. This resume showcases the applicant’s ability to train other employees, cooperate/work with different teams, and lead projects.

   Go all out with your desktop support specialist skills

Notice how this resume template highlights many of the applicant’s technical skills. Desktop support roles are typically skill-intensive, so if you have the skills, flaunt them. For such senior positions, more skills show you have the baseline abilities to fill the position. It also shows you’re an ambitious person.

Resume Example Desktop Support Engineer

This professional carries out various duties, including fixing software and hardware issues, security and server problems, and customer queries and inquiries. Apart from a strong educational background, proven work experience and advanced knowledge of computers, chipsets, hardware and software systems, and peripherals are major requirements for applicants. This desktop support engineer resume example shows an applicant with extensive industry experience and an equally impressive skill set. The resume zeroes in on the recent roles and responsibilities the applicant performed in the capacity of a support engineer in other workstations. A strong educational background in Network Engineering coupled with a CompTIA A+ certification strengthens this resume significantly.

   Show impact or ability to impact the bottom line

One of the top-selling points for applicants seeking high-profile roles like these is the ability to impact the company’s bottom line, i.e., costs and revenues. So, demonstrate how your contributions directly or indirectly led to increased revenue, reduced costs, or improved work efficiency. For example, this applicant indicates they “designed a training course that increased efficiency by 25%.” This shows they possess the expertise to identify and eradicate deadweights to boost efficiency.

   Show why you’re the ideal desktop support engineer candidate

For top-tier roles like this one, it’s vital to prove that you can handle the demands of the position. This means showing the hiring manager you have the proper academic credentials, experience, and certifications. Notice the emphasis on ‘proper.’ For example, highly valued degrees are Information Technology, Computer Networking and Computer Science. Similarly, top in-demand certifications include Citrix Certified Administrator, Microsoft Certified Systems Engineer (MCSE), etc.

Resume Example Software Support Technician

Have you ever used the tech support chat to solve a random problem on any software like Microsoft? The person helping you out with a solution is a software support technician. A software support technician is in charge of fixing software application problems, identifying system errors, and documenting solutions. They improve the customer experience within SaaS companies! To efficiently produce support tickets and resolve customers' difficulties, a software support technician needs to be very organized, have great communication, and have computer tool and application navigational abilities. Academically, you will need to have a bachelor's degree in computer science or IT support as well as some prior experience working as a support technician. This is how you make an interesting software support technician resume:

   Display your academic success in computer and information technology.

Employers need candidates with experience in computer science and knowledge of the subject. To grab their attention, be sure to highlight your degrees, certifications, and any merit-based honors in the field.

   Highlight important problem-solving achievements in your career.

Before users became aware of the software server's outage, did you diagnose any issues? Have customers praised your customer service abilities in reviews? In a prior position, did you create simple FAQs? Your resume should include these. It helps potential employers identify you as a practical and technical solution to their tech problems.

What skills do hiring managers want to see on a Help Desk Support Specialist resume?

Some popular Help Desk Support Specialist hard skills are Technical Support, Active Directory, Windows Server, Windows, Computer Hardware, Office 365, Service Desk and Operating Systems. Depending on the job you apply to, skills like VMware, Linux, Android Development, Troubleshooting and Networking can also be good to include on your resume.

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume. It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters. Start targeting your resume

Most resumes get auto-rejected because of small, simple errors. These errors are easy to miss but can be costly in your job search. If you want to make sure your resume is error-free, upload it to Score My Resume for a free resume review. You'll get a score so you know where your resume stands, as well as actionable feedback to improve it. Get a free resume review

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Find out what keywords recruiters search for. These keywords will help you beat resume screeners (i.e. the Applicant Tracking System).

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