resume sample for help desk

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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

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• Write Your Help Desk Resume

Being a help desk technician is all about being the go-to support hero for tech-related woes. You’re the friendly face or voice that guides users through their IT troubles, from computer hiccups to forgotten passwords. 

Your knack for problem-solving and communication makes you a troubleshooter extraordinaire. However, crafting a resume that showcases your IT prowess can be as tricky as decoding a complex error message. 

If you’re ready to put your skills on paper and land that dream job, we’re here to lend a hand. Our expert-written help desk resume examples can help you with everything from picking the right job skills to making your experience pop. To top it all off, use our free cover letter builder for the complete application.

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Why this resume works

• It may not seem like much at first but specifying how you used industry-specific tools to make quantifiable differences can go a long way! Don’t sleep on your technical experience either! Add any instances when you monitored and improved a network’s security.

Entry Level Help Desk Resume

• The essence is to demonstrate that you’ve actually put textbook theories to work, which culminated in tangible outcomes in the real world. Maybe it’s a summer job as a cashier, where you mastered your customer service. If such is not an option, capitalize on the job-relevant seminars you attended, and the college projects you carried out.

Help Desk Analyst Resume

• You want to stay clear of terms like “aided” and “assisted” and instead bring out the big guns—words that convey leadership (think led, authored, negotiated), accomplishments (think overhauled and upgraded), and technical prowess (think analyzed, monitored, and executed).

IT Help Desk Resume

• Can’t forget about regulations too now, can we? If you’ve ever helped a company save costs on potential compliance fines, make sure to mention it and prove your dedication to any employer!

Help Desk Technician Resume

• Once done, back up these metrics with actionable points like increasing a system’s uptime rate from 87% to 98.3%, or improving overall productivity by 26%.

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

When it comes to showcasing your skills as a help desk technician, you’ve got a toolbox full of tech expertise that employers are eager to see. Your resume is where you can dive into it. Be specific and steer clear of vague, generic terms—your IT-focused resume should shine a spotlight on your technical prowess.

Zoom in on the hard skills you’ve honed. List the software applications you’re fluent in, any cyber security frameworks you’ve mastered, and, of course, any programming languages that you’ve conquered. 

Highlight your know-how in networks, malware detection, and understanding system vulnerabilities. Remember, the key is to match the skills you have with what the job demands.

Need some help?

15 top help desk skills

• Ticketing Systems
• Hardware Knowledge
• Network Troubleshooting
• Cybersecurity
• Mobile Device Support
• Active Directory

Your help desk work experience bullet points

Your days working as a help desk technician are often a whirlwind of assisting users, resolving IT issues, and ensuring smooth tech operations. However, when it comes to your resume, it’s the remarkable achievements that truly matter.

Your work ensures that everything runs smoothly without interruptions or costly downtimes, and it’s important that you highlight this. Showcase moments you’re proud of, whether speeding up response times, reducing system downtime, or increasing user satisfaction. 

Quantify your achievements with metrics whenever possible to lend them more weight and set yourself apart from the competition.

• Highlight how quickly you were able to acknowledge and address user requests or IT issues.
• Showcase your ability to resolve issues on the first interaction, minimizing the need for multiple support interactions and improving user satisfaction.
• Use surveys or feedback data to quantify user satisfaction and report consistent ratings of 95% or higher.
• Quantify how your support efforts reduced system or network downtime, resulting in increased productivity and cost savings.

See what we mean?

• Developed a weekly backup schedule through Acronis Backup which decreased data loss incidents by 97%
• Led a project to update password security policies using LastPass, curbing security breaches by 56%
• Facilitated 1,742 remote support sessions using TeamViewer, resolving 92% of issues without on-site intervention
• Leveraged Microsoft Teams’ bot and integration features to automate routine tasks, enhancing team productivity by 18%

9 active verbs to start your help desk work experience bullet points

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

• Showcase relevant coursework and academic projects that demonstrate your technical abilities. For instance, you could mention a group project where you contributed to designing and implementing a help desk ticketing system for your IT class. These hands-on experiences provide valuable insights into your capabilities and problem-solving skills.
• Your hobbies and interests can be a goldmine of relevant skills. If you’re passionate about building computers, troubleshooting software, or managing home networks as a hobby, don’t hesitate to mention it. Show how your love for technology extends beyond the classroom and into your personal life, highlighting your dedication to the field.
• Use a career objective statement to outline your aspirations as a help desk technician. Be specific about the kind of support you want to provide and the impact you aim to make. This helps employers understand your goals and motivations, even if you have limited professional experience .

3 Tips for Writing a Help Desk Resume With Prior Experience

• Working in a help desk environment means working with people, but don’t list “teamwork” in your skills section. Instead, emphasize your customer-centric mindset by adding metrics like the number of resolved support tickets or the average 5-star rating you get every month.
• If you’ve developed expertise in specific areas of help desk support, such as hardware troubleshooting, software configuration, or network diagnostics, don’t be afraid to brag about it. For instance, if you’re skilled in remote desktop support, emphasize how your proficiency can benefit remote workers.
• List any certifications that align with the help desk field. Certificates such as CompTIA A+, CompTIA Network+, or HDI Support Center Analyst can boost your credibility. 

You can include a career summary , but it’s optional. If you choose to have one, make it job-specific. Focus on your key proficiencies, such as specific operating systems (Windows, Linux, MacOS) that directly relate to the job.

It’s usually better to focus on your technical skills, namely hardware and software proficiencies. Talk about your in-depth knowledge of Spiceworks, RDP, backing up data, and IT security—your soft skills will shine through your cover letter.

Metrics that demonstrate your impact can set you apart. Highlight statistics such as reduced response times, increased user satisfaction scores, first call resolution rates, or decreased system downtime. 

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IT Help Desk Support Resume Examples

Writing a resume for an IT Help Desk position can be challenging, especially if you are new to the field. It is important to showcase your technical and analytical skills, as well as your customer service abilities. The most effective resumes will demonstrate your ability to troubleshoot problems and develop solutions, while including key qualifications and certifications. In this blog post, we will be providing a comprehensive guide, along with examples, to help you craft an attention-grabbing resume that will help you land the job of your dreams.

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

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IT Help Desk Support

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

I am a detail- oriented IT Help Desk Support professional with 5 years of experience in providing excellent customer service, resolving complex technical issues, and configuring and troubleshooting computer systems, software, and hardware. My expertise in IT also extends to problem solving, data analysis, and diagnostics. I am adept at working in a fast- paced environment and am highly organized, with excellent communication and interpersonal skills.

Core Skills :

• Systems and Software Troubleshooting
• Configuration and Maintenance
• Customer Service
• Data Analysis
• Problem Solving
• Diagnostics

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

• Provide technical support to end- users for hardware and software issues
• Utilize problem- solving and diagnostic skills to resolve issues
• Respond to user inquiries via phone, email, and chat
• Maintain accurate records of customer interactions and system updates
• Configure and troubleshoot computer systems and networks

Help Desk Analyst, XYZ Company, 2013 – 2015

• Provided support to end- users on basic computer systems and software
• Troubleshot and resolved complex technical problems
• Responded to customer requests in a timely manner
• Updated and maintained customer records
• Assisted in maintaining and updating internal help desk documents

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

Recent computer science graduate with a desire to assist customers with technical support related issues. Possesses strong knowledge of computer hardware and software, as well as experience troubleshooting and providing customer service in a customer service role. Eager to apply technical knowledge to help customers with their IT needs and ensure a positive customer experience.

• Proficiency in Windows, Mac OS and Linux operating systems
• Knowledge of computer hardware, software, and networking components
• Ability to install and configure software and hardware
• Excellent troubleshooting and problem- solving skills
• Excellent customer service and listening skills
• Ability to communicate complex technical information in a simple way

Responsibilities

• Provide help desk support to customers with technical issues
• Answer incoming customer calls and emails in a timely and professional manner
• Diagnose computer hardware and software issues and provide solutions
• Troubleshoot customer technical issues and resolve them quickly and efficiently
• Install and configure new hardware and software when needed
• Keep up to date with the latest technologies and best practices in IT support

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

Highly organized and knowledgeable IT Help Desk Support professional with two years of experience troubleshooting hardware and software issues for a wide range of clients. Possesses the ability to work independently and collaboratively to provide efficient customer service in a timely manner. Skilled in providing technical assistance, installation and configuration of systems, and maintaining system documentation.

• Hardware Troubleshooting
• Software Installation
• System Configuration
• Technical Assistance
• Communication

Responsibilities :

• Provided assistance with hardware and software repairs and installation.
• Assisted customers with technical problems via phone and email.
• Answered user inquiries regarding software, hardware and network operations.
• Provided technical assistance to customers in a courteous and professional manner.
• Offered customer support in the installation and configuration of systems.
• Maintained system documentation and updated technical knowledge.
• Assisted in troubleshooting network and server issues.
• Provided training to users on the use of new software.

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

Highly organized and motivated IT Help Desk Support professional with 5+ years of experience in the technical support field. Proven track record in troubleshooting complex technical issues and providing effective solutions to meet customer needs. Possessing an in- depth knowledge of computer software, hardware, and networks. Skilled in written and verbal communication in order to build meaningful relationships and deliver exceptional customer service.

• Software/Hardware Troubleshooting
• Technical Support
• Problem- solving
• Computer Languages
• Responded to customer inquiries regarding IT- related problems and provided step- by- step troubleshooting instructions
• Diagnosed and resolved technical hardware and software issues for remote and onsite clients
• Installed and configured computer hardware, software, and related peripherals
• Assisted in the maintenance of computer networks and related computing environments, including systems software, applications software, and all configurations
• Created and maintained IT documentation and procedures
• Monitored and maintained performance of computer systems and networks
• Ensured data integrity and security of computer systems and networks

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

Highly organized and motivated IT Help Desk Support professional with 7 years of experience providing technical support and leading IT projects. Possesses a comprehensive knowledge of computer hardware, software, and network systems. Expert in troubleshooting and providing user- friendly solutions. Skilled in customer service and working in a team environment.

• Network Administration
• Troubleshooting
• Hardware & Software Design
• Technical Documentation
• User Support & Training
• Provided technical support and assistance to customers, staff, and administrators
• Installed, configured and tested hardware, software, and networks
• Performed system backups, maintenance and upgrades
• Diagnosed and resolved hardware, software and network related issues
• Provided basic training to staff and administrators
• Set up user accounts and connected users to networks
• Maintained detailed records of hardware and software installations and upgrades
• Monitored and optimized system performance and security
• Assisted with the implementation of IT policies and procedures

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

IT Help Desk Support professional with 10+ years of experience in providing direct technical assistance to customers, troubleshooting technical and system issues, and performing system maintenance and upgrades. Proven ability to understand customer issues and provide resolutions quickly and efficiently. Experienced in using the latest diagnostic tools, remote desktop support, and ticket tracking systems. Thrives in a fast- paced environment, working under pressure to meet customer service and satisfaction goals.

• Troubleshooting/Problem Solving
• Software/Hardware Installation and Upgrades
• Diagnostics and System Maintenance
• Remote Desktop Support
• Ticket Tracking Systems
• Data Backup and Recovery
• Software/Hardware Support
• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Managed and resolved customer service problems, reported to management and documented resolutions.
• Answered customer inquiries via phone, email, and chat.
• Ensured customer satisfaction by providing customers with the necessary tools to resolve their issues.
• Performed remote troubleshooting and system maintenance and upgrades.
• Used the latest diagnostic tools, remote desktop support, and ticket tracking systems to resolve customer service issues.
• Provided guidance and instructions to customers on the use of hardware, software, and network systems.
• Assisted in the installation, configuration, and maintenance of computer hardware, software, and network systems.
• Provided technical advice and support to customers in areas including networking, data backup and recovery, and software/hardware support.

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

Highly experienced IT Help Desk Support professional with 15 years of providing support for customers and resolving technical issues. Excellent customer service and communication skills, paired with extensive knowledge in Windows, Linux, and Mac OS systems. Proven track record of success in resolving a wide range of technical issues, troubleshooting software and hardware problems, and providing training and support to end- users.

• System Diagnostics
• System Administration
• Computer Security
• Windows/Linux/Mac OS
• Troubleshoot and resolve technical issues for customers
• Consult with customers to diagnose and troubleshoot computer- related problems
• Respond to customer inquiries and provide assistance in resolving technical issues
• Configure and install hardware and software systems
• Install and configure operating systems, patches, and updates
• Monitor system performance and security
• Train end- users on the use of software applications
• Maintain accurate documentation of technical issues, resolutions, and customer service logs
• Develop and implement technical policies, procedures, and best practices.

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 IT Help Desk Support resume?

A IT Help Desk Support position requires technical skills, problem solving abilities and excellent customer service. Therefore, it is important for a candidate to showcase these qualifications in their resume. Here are some suggested items to include on a IT Help Desk Support resume.

• Experience working with computers and technology
• Software and hardware troubleshooting skills
• Proficiency in customer service
• Experience providing remote and in-person problem solving support
• Knowledge of computer networks and system administration
• Ability to work in a fast-paced environment
• Ability to manage multiple tasks and prioritize accordingly
• Excellent communication skills
• Ability to quickly learn and adapt to new technologies

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

A good summary for an IT Help Desk Support resume should highlight the job candidate’s technical knowledge, customer service experience, and problem-solving skills. The summary should also mention any certifications or other qualifications that make the individual a good fit for the role. Ultimately, a good summary should demonstrate the candidate’s expertise in troubleshooting, diagnosing, and resolving technical issues, as well as their ability to interact with customers in a friendly and professional manner.

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

A good IT Help Desk Support resume objective should succinctly showcase your technical skills and knowledge, as well as your ability to provide customer service. When writing your objective, focus on the qualities that make you an ideal candidate for the position and keep it short and to the point.

Here are some points to include in your objective for an IT Help Desk Support resume:

• Experienced in troubleshooting and resolving IT hardware, software, and network issues
• Dedicated to providing effective customer service and support
• Ability to diagnose and troubleshoot technical issues and problems quickly and accurately
• Proficient in the use of various IT support tools and software
• Knowledgeable in the installation of new hardware and software
• Proven ability to maintain user accounts, passwords, network security, and data integrity
• Excellent communication and interpersonal skills

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

When applying for an IT Help Desk Support position, it is important to highlight your technical skills and knowledge in the field. Your resume should be tailored to the job you are applying for, and should include your qualifications, experience, and skills. Here are some tips on how to list IT Help Desk Support skills on your resume.

• Include a summary of your qualifications. This should be a brief overview of your experience and qualifications relevant to IT Help Desk Support.
• Include a section featuring your technical knowledge and proficiency. Here you should list any certifications, programming languages, and other technical skills you possess that are relevant to the job.
• Detail any past experience related to IT Help Desk Support. Include examples of tasks you have completed, such as troubleshooting hardware/software issues or providing technical support to customers.
• Highlight any customer service or communication skills that are related to the job. This could include skills in active listening, problem-solving, and conflict resolution.
• Mention any relevant specializations or areas of expertise. For example, you may be specialized in network administration or cloud computing.

By showcasing your qualifications, experience, and skills, you can create a resume that will make you stand out in your job search.

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

If you’re looking to get into a career in IT Help Desk Support, then you’ll need to make sure that your resume has all the right skills. You should include keywords relevant to the position such as problem-solving, customer service, and technical support. Here are some of the most important skills to include on your resume when applying for an IT Help Desk Support job:

• Excellent problem-solving skills: As an IT Help Desk Support professional, you’ll need to be able to quickly identify and solve technical problems. You should demonstrate your ability to diagnose issues and provide solutions.
• Excellent customer service: You should be able to provide excellent customer service to your clients. This means being able to understand their issues and providing them with helpful and friendly advice.
• Knowledge of software and hardware: You should have a good understanding of software and hardware, as well as the ability to troubleshoot common issues.
• Good communication skills: You should be able to communicate clearly with clients both verbally and in writing. This includes being able to explain technical terms and instructions in a way that is easy to understand.
• Ability to work independently: You should be able to work independently and efficiently, without needing to be constantly supervised.
• Patience and persistence: You should have the patience to be able to work with clients who may not be as tech-savvy as you are. You should also have the persistence to keep trying different solutions until you find the right one.

By showing potential employers that you have these skills, you’ll be able to demonstrate that you’re well-suited to a career in IT Help Desk Support.

Key takeaways for an IT Help Desk Support resume

When writing a resume for an IT Help Desk Support role, there are a few key takeaways to keep in mind.

First, highlight any technical skills you have that are relevant to the role. Employers will want to know that you have a good understanding of the tools and software used in an IT Help Desk Support role, so make sure to include any certifications or qualifications you may have.

Second, emphasize your customer service skills. Any employer hiring for an IT Help Desk Support role will be looking for someone who is able to communicate effectively with clients and address their concerns in a professional manner. Make sure to highlight any customer service experience you have had in the past, as well as any communication or problem-solving skills.

Third, highlight any experience you have with troubleshooting. Employers will want to know that you are able to quickly identify and resolve technical issues, so make sure to include any experience you have with troubleshooting.

Finally, make sure to emphasize any experience you have with training users. Employers will be looking for someone who is able to effectively train users on the various tools and software used in an IT Help Desk Support role, so make sure to include any experience you have with training users.

By keeping these key takeaways in mind while writing your resume, you will be sure to make a great first impression when applying for an IT Help Desk Support role.

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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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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!

Do you like helping others who are 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. 

If you are looking for remote work , this might be the role for you, as often you will need to connect remotely to fix and troubleshoot user’s problems.

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 resume 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 updating your resume , the first thing to think about is your introductory objective or summary . 

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

• A resume objective is the best way to give an overview of the skills you possess from your education and your 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.

You might consider using a generative AI chatbot like ChatGPT to help you write your resume introduction . You can give the bot a word limit if you are struggling to fit in all the information you want to include. Just make sure you edit the introduction afterward to sound like you.

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, perhaps gained from an internship experience, your schooling, or personal programming projects .

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 yours:

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 resume format to list your work 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 bullet points.
• 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

2021 – 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 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.

You can also include any extracurricular activities that might be relevant to the job , such as any technology competitions you might have entered or won at your college or school.

If you have developed any AI skills at college that you can include on your resume, now is the time to show them off. There is a skills gap in the IT sector, so AI skills are in demand!

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 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. Make sure you demonstrate your active listening skills in your resume.
• Customer-service 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 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.

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.

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

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 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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3 Help Desk Resume Examples - Here's What Works In 2024

As a help desk specialist, you keep the company up and running by providing technical support. your role is to help both end-users and employees troubleshoot their issues with software or hardware. that is why help-desk professions are so important in any organization. do you want to take your resume to the next level check out this guide. we’ll help you create your own help desk resume with three customizable templates and insightful tips. let’s get started..

A help desk is an IT system and the main point of contact between a company and its users. It provides support for both its personnel and customers. Additionally, these systems include self-service resources such as articles and a community channel. They have a contact channel where users can request a help desk analyst to help them solve their issues with products. Employees can also talk to technicians if they need help with setup or networking issues. 

Help desk technicians must be proficient at troubleshooting and networking. These are two main things you should mention in your resume. You should also have excellent communication skills and logical thinking to resolve issues efficiently. 

According to the Bureau of Labor Statistics (BLS), the majority of entry-level computer support specialists have an associate degree in a computer science -related field. However, some employers will hire candidates with only a high-school diploma and relevant IT experience. You can also include relevant certifications in your resume to stand out. 

Most help desks work with support tickets to keep track of the volume of requests and prioritize those with higher urgency. As a help desk specialist, you can work on multiple bulks of tickets with a prioritization approach.

In this guide, we’ll discuss some of the different help desk roles and give you tips on how to optimize your resume. Take a look below to get more insights about each career.

Help Desk Resume Templates

Jump to a template:

• Help Desk Analyst
• Help Desk Technician
• IT Help Desk (Entry Level)

Jump to a resource:

• Keywords for Help Desk Resumes

Help Desk Resume Tips

• Action Verbs to Use
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 3: Help Desk Analyst Resume Example

Help desk analysts assist customers and employees with technical support via email or phone calls. They have a customer service role as well as an IT technician. That’s why it is vital to demonstrate outstanding interpersonal skills in your resume. Sometimes you will be talking to people who don’t have a technical background, so you must be patient and explicative.

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Tips to help you write your Help Desk Analyst resume in 2024

   demonstrate your knowledge of help desk software..

Most help desk analysts work with specialized software like Jira to optimize operations. This type of software helps technicians with ticket prioritization and automation. Therefore, it is crucial to mention in your resume that you are familiar with these systems.

   Highlight your technical skills.

Some employers might overlook your educational background if you have the right skills and experience. That’s why it is important to put some effort into this section. Include skills like troubleshooting, networking, customer service, etc. It is vital to focus on your technical competencies.

Skills you can include on your Help Desk Analyst resume

Template 2 of 3: help desk technician resume example.

A help desk technician’s primary goal is to improve customer satisfaction by helping them resolve technical issues with the organization’s product. That’s why your resume should be tailored to the IT industry. They will also assist employees with technical queries. Another relevant help desk technician's responsibility is to educate employees on how to use machinery and software.

Tips to help you write your Help Desk Technician resume in 2024

   indicate your familiarity with agile principles..

Most help desk technicians work with an Agile approach. This helps them reduce productivity leaks and encourages collaboration among team members and stakeholders. That’s why it is worth mentioning your knowledge of this system in your resume. Technicians who are familiar with Agile principles are generally more efficient.

   Mention your abilities to cooperate with teams.

As we mentioned earlier, help desk technicians often assist employees with technical support, but they must also help them understand how to use software and hardware responsibly. Therefore, collaboration and team work skills are competencies that you must highlight in your resume.

Skills you can include on your Help Desk Technician resume

Template 3 of 3: it help desk (entry level) resume example.

Help desk centers usually work in tiers, meaning that technicians have a designated level of complexity with technical support. Some of them handle advanced issues while others focus on basic setup tasks and lower-level troubleshooting. That is precisely the work of an entry-level IT help desk specialist since they don’t have extensive experience on their resume.

Tips to help you write your IT Help Desk (Entry Level) resume in 2024

   include volunteering experience in it..

Having a lack of professional experience in help desk centers doesn’t have to prevent you from applying to this position. You can also include relevant experience in volunteering and internships. These days, this type of on-the-job training has a lot of value in the IT industry.

   Highlight projects in which you used your transferrable skills.

If you have worked in personal or extracurricular projects where you used your technical support skills, you can mention that in your resume. This is a good idea to demonstrate your value. You can highlight skills from this experience, such as problem-solving and troubleshooting.

Skills you can include on your IT Help Desk (Entry Level) resume

We consulted with hiring managers from companies like IBM, Dell, and Accenture to gather their best tips for creating a winning help desk resume. The following tips will help you showcase your technical skills, customer service abilities, and problem-solving expertise to land your next help desk job.

   Highlight your technical skills

Employers want to see the specific technical skills you possess that are relevant to the help desk role. Include a 'Technical Skills' section on your resume and list the software, hardware, and systems you are proficient in.

• Proficient in Windows, macOS, and Linux operating systems
• Experienced with help desk software including Zendesk, Freshdesk, and ServiceNow
• Skilled in remote desktop tools such as TeamViewer and LogMeIn
• Knowledge of networking protocols including TCP/IP, DHCP, and DNS

   Emphasize your customer service experience

Help desk roles require excellent customer service skills. Highlight any customer service experience you have, even if it's not directly related to IT.

• Answered phones and responded to emails
• Helped customers with their problems

Instead, quantify your achievements and provide specific examples:

• Maintained a 95% customer satisfaction rating while handling 50+ support tickets per day
• Resolved complex technical issues for non-technical customers, resulting in a 20% reduction in escalations to higher-level support

   Show your problem-solving skills

Employers want to see that you can troubleshoot and solve complex technical problems. Use bullet points to describe specific examples of how you used your problem-solving skills to resolve issues.

• Diagnosed and resolved a recurring network connectivity issue, resulting in a 30% reduction in related support tickets
• Collaborated with cross-functional teams to identify and implement solutions to a critical system outage, minimizing downtime by 50%

   Tailor your resume to the job description

Customize your resume for each job application by using keywords from the job description. This will help your resume pass through applicant tracking systems (ATS) and grab the attention of hiring managers.

For example, if the job description mentions specific skills like 'ITIL' or 'Salesforce', make sure to include those keywords in your resume if you have those skills.

Experienced help desk professional with 3+ years of experience providing technical support for Windows and macOS systems. Skilled in ITIL best practices and experienced with Salesforce CRM. Achieved a 98% customer satisfaction rating and resolved over 500 support tickets per month.

   Include relevant certifications

Certifications demonstrate your expertise and commitment to your field. If you have any relevant certifications, such as CompTIA A+, ITIL, or HDI certifications, make sure to include them on your resume.

List your certifications in a separate 'Certifications' section or include them in your 'Education' section. For example:

• CompTIA A+ Certification, 2021
• ITIL Foundation Certification, 2020
• HDI Desktop Support Technician Certification, 2019

   Highlight your achievements

Use metrics and data to showcase your achievements and demonstrate your impact in previous roles. This will help you stand out from other candidates and show the value you can bring to the organization.

• Resolved customer issues in a timely manner
• Improved customer satisfaction scores

Instead, quantify your achievements:

• Consistently resolved customer issues within a 2-hour average response time, resulting in a 95% customer satisfaction rate
• Implemented a new ticketing system that increased first-call resolution rates by 20%
• Trained and mentored 5 new help desk technicians, resulting in a 30% increase in team productivity

Writing Your Help Desk Resume: Section By Section

  header, 1. put your name on the first line.

Your name should be the most prominent element in your header, making it easy for hiring managers to identify whose resume they're reviewing. Use a larger font size than the rest of your contact details.

• John Smith | 123 Main St, Anytown, CA | (555) 555-5555 | [email protected]

Instead, format your header with your name on its own line:

• John Smith 123 Main St, Anytown, CA | (555) 555-5555 | [email protected]

2. Include essential contact details

After your name, list your key contact details so employers can easily get in touch:

• Phone number
• Professional email address
• LinkedIn profile URL (optional)
• City and state of residence

John Smith (555) 555-5555 | [email protected] | linkedin.com/in/johnsmith | Seattle, WA

Including your full mailing address is no longer necessary. Listing your city and state is sufficient and protects your privacy.

3. Optionally include your target job title

While not required, you can include your target job title in your resume header to immediately communicate the role you're seeking. This helps busy hiring managers quickly understand your career goals.

Here's an example of a resume header that includes the target job title:

• John Smith IT Help Desk Specialist (555) 555-5555 | [email protected] | Seattle, WA

However, avoid listing multiple job titles or unrelated roles, as that may confuse hiring managers about your career focus.

  Summary

A resume summary is an optional section that highlights your most relevant qualifications for the job you're applying to. While it's not required, it can be a strategic way to provide additional context about your career goals and the value you'd bring to the role, especially if you're changing careers or industries. Avoid using an objective statement, which focuses on your own goals rather than how you can contribute to the company.

When writing a summary for a help desk position, focus on your technical skills, problem-solving abilities, and customer service experience. Keep it concise and avoid repeating information that's already included in other sections of your resume.

To learn how to write an effective resume summary for your Help Desk resume, or figure out if you need one, please read Help Desk Resume Summary Examples , or Help Desk Resume Objective Examples .

1. Highlight your technical expertise

Employers hiring for help desk roles are looking for candidates with a strong foundation in technical support and troubleshooting. In your summary, showcase your proficiency in the specific technologies, software, and systems relevant to the position.

For example, instead of using a generic statement like this:

• Experienced IT professional with a background in technical support

Provide specific details about your technical skills:

• Help desk professional with 5+ years of experience troubleshooting Windows, Mac, and Linux operating systems, as well as network connectivity issues and software installation

By highlighting your technical expertise upfront, you'll demonstrate to hiring managers that you have the necessary skills to excel in the role.

To ensure your resume includes the right technical skills and keywords, try using Targeted Resume . This tool analyzes your resume against a specific job description and provides feedback on how well your qualifications align with the requirements.

2. Emphasize your customer service skills

In addition to technical expertise, help desk positions require strong communication and customer service skills. Use your summary to showcase your ability to interact with users, explain complex technical concepts in simple terms, and provide patient, empathetic support.

Help desk technician with a proven track record of providing exceptional customer service and resolving complex technical issues. Skilled in active listening, clear communication, and maintaining a positive attitude under pressure. Committed to delivering timely, effective solutions to ensure user satisfaction and productivity.

By emphasizing your customer service skills, you'll show hiring managers that you have the interpersonal abilities necessary to succeed in a help desk role.

Avoid using generic soft skill buzzwords like "team player" or "strong communicator" in your summary. Instead, provide specific examples or metrics that demonstrate your customer service abilities, such as consistently maintaining high user satisfaction ratings or successfully resolving a high volume of tickets.

3. Tailor your summary to the specific role

To make your summary more impactful, customize it to the specific help desk position you're applying for. Review the job description carefully and identify the key skills, technologies, and experience the employer is seeking.

For example, if the job description emphasizes experience with a particular ticketing system or customer relationship management (CRM) software, make sure to highlight your proficiency with those tools in your summary:

• Experienced help desk technician with expertise in using Zendesk and Salesforce to efficiently manage and resolve customer support tickets

By tailoring your summary to the specific requirements of the role, you'll demonstrate to hiring managers that you're a strong fit for the position and increase your chances of landing an interview.

After tailoring your resume to the job description, use Score My Resume to get instant feedback on how well your resume matches the key criteria hiring managers look for. This tool analyzes your resume on over 30 essential factors and provides personalized suggestions for improvement.

  Experience

Your work experience section is the most important part of your resume as a help desk professional. It's where you show hiring managers how you've applied your technical skills and knowledge to solve problems, support customers, and contribute to your team's success. In this section, we'll break down the key steps to writing a compelling work experience section that will catch the attention of hiring managers.

1. Focus on your help desk achievements

When describing your work experience, don't just list your day-to-day responsibilities. Instead, focus on your key achievements and the impact you made in each role. Use specific examples and metrics to quantify your successes.

For instance, instead of writing something generic like this:

• Responded to customer inquiries and resolved technical issues
• Collaborated with team members to improve support processes

Highlight your achievements with specific details and numbers:

• Maintained a 95% customer satisfaction rating by promptly addressing and resolving an average of 50+ support tickets per day
• Implemented a new ticketing system that reduced average resolution time by 30%, improving team efficiency and customer satisfaction

2. Highlight your technical skills and tools

As a help desk professional, your technical skills and knowledge of specific tools are crucial to your success. Make sure to showcase your expertise by mentioning the specific technologies, systems, and tools you've worked with in each role.

For example:

• Proficient in troubleshooting hardware, software, and network issues across Windows, macOS, and Linux environments
• Experienced in using ticketing systems like Zendesk, Freshdesk, and JIRA to manage and track support requests
• Skilled in remote support tools such as TeamViewer, LogMeIn, and Bomgar for efficient issue resolution

Developed and maintained comprehensive knowledge base articles using Confluence, reducing ticket volume by 20% and empowering customers to find solutions independently.

3. Show your career progression

Hiring managers love to see candidates who have grown and advanced in their careers. If you've been promoted or taken on additional responsibilities within your help desk roles, make sure to highlight that progression in your work experience section.

For instance:

• Promoted from Help Desk Technician to Senior Help Desk Analyst within 18 months, based on strong performance and technical expertise
• Took on additional responsibilities as a Team Lead, mentoring and training 5 junior help desk staff members

By showcasing your career growth, you demonstrate your ability to learn, adapt, and take on new challenges – qualities that are highly valued in the fast-paced world of help desk support.

  Education

The education section of your help desk resume should be concise and highlight your most relevant qualifications. It's important to format this section correctly and include the right information to showcase your skills and knowledge. Here are some tips to help you write an effective education section on your help desk resume.

1. Put education at the top if you're a recent grad

If you've recently graduated or have limited work experience, place your education section above your work history. This will draw attention to your academic achievements and relevant coursework.

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: May 2022 Relevant Coursework: Network Administration Database Management IT Service Management

2. Include relevant certifications

Help desk positions often require specific certifications. If you have earned any relevant certifications, include them in your education section or create a separate 'Certifications' section.

Relevant certifications for help desk roles include:

• ITIL Foundation
• Microsoft Certified Solutions Associate (MCSA)

Here's an example of how to list certifications:

Certifications: CompTIA A+ (2021) ITIL Foundation (2020)

3. Keep it concise if you're a senior professional

If you have extensive work experience in help desk roles, your education section should be brief. Include your degree, university name, and graduation year (optional).

Senior help desk professionals should avoid:

• Listing irrelevant or outdated degrees
• Including graduation dates that may lead to age discrimination
• Mentioning high school education

Instead, keep it simple:

Bachelor of Science in Information Technology University of Texas at Austin

Action Verbs For Help Desk Resumes

Help desk analysts must possess excellent communication skills and be extremely reliable. To demonstrate this in your resume, it is important to use the right language. You can streamline your resume by adding bullet points to your work history and describing your experience and achievements. 

These bullet points should start with strong action verbs that accurately describe your experience. Action verbs provide trustworthiness and improve readability, so this is an excellent way to impress your potential employer.

• Streamlined
• Interpreted
• Troubleshooted
• Strengthened

For more related action verbs, visit Customer Service Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Help Desk Resumes

Skills for help desk resumes.

As a help desk analyst, you must have a combination of technical support and customer service skills, since you’ll be working with people. You must have analytic thinking, attention to detail, patience, and team working skills. These are traits that you should highlight in your resume.

The skills section is very important for a help desk specialist's resume, so you should spend some research in advance. Try to find related job posts and find opportunities for skills that you can add. This way, your resume has better chances of getting past applicant tracking systems and it’s more relevant for your potential employer. 

• Technical Support
• Troubleshooting
• Active Directory
• Computer Hardware
• Help Desk Support
• Windows Server
• Customer Service
• Operating Systems

Service Desk

• Microsoft Access
• Printer Support
• Remote Desktop
• Software Installation
• Information Technology
• System Administration
• Computer Repair
• Microsoft Exchange
• Network Administration
• Computer Hardware Troubleshooting

How To Write Your Skills Section On a Help Desk Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Help Desk Resumes

This word cloud highlights the important keywords that appear on Help Desk job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Other administrative resumes, desktop support.

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• Help Desk Analyst Resume Example
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• Tips for Help Desk Resumes
• Skills and Keywords to Add
• All Resume Examples
• Help Desk CV Examples
• Help Desk Cover Letter
• Help Desk Interview Guide
• Explore Alternative and Similar Careers

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Looking for an IT Help Desk resume?

[ Click here to directly go to the complete IT help desk resume sample ]

IT help desk is an important part of any organization.

As an IT help desk professional, it is your responsibility to provide technical support to customers and uphold the productivity of an organization.

And in this blog, we have listed all the tricks and tips to help you frame the perfect job-winning IT help desk resume that can get you on the radar of the recruiters.

Before going further, take a look at our IT help desk sample resume to know what an ideal resume should look like:

• Programming Languages: Java, Python, C#, C++
• Service Management Software: TOPdesk, ServiceNow, Spiceworks, Jira Service Desk, SolarWinds Service Desk
• Oversaw 15+ help desk staff members who were tasked with assisting customers remotely, by e-mail or phone, or in-person
• Played a key role in hiring, scheduling , and providing employee evaluations and feedback
• Administered repairing, upgrading , and complete configuration of 200+ PCs and related peripherals
• Performed periodic hardware & software checks to ensure that they are functioning properly; improved quality by 17%
• Motivated the team members, administered training materials and gave KTs to small or large audiences once a month
• Trained 150+ non-IT employees on analyzing & repairing minor hardware/software failures to increase efficiency by 15%
• Performed random audits to ensure that the help desk team of 50+ employees is providing good customer service
• Increased client satisfaction by 30% through effective communication and problem solving
• Attended major support calls (~20/day ), 5+ walk-in customers, and 30+ emails daily for Tier 2 & 3 levels technical support
• Developed, executed, and followed IT operational policies, standards, and work instructions for customer support
• Installed and updated hardware & software and recommended computer equipment to reduce the overall cost by 18%
• Designed & performed tests on 15+ applications as per the required standards and ensured data security
• Documented all software/applications upgrades & modifications and maintained the IT & software Inventory
• Responded to user's inquiries ( 25+ daily ) regarding computer, email, phone connectivity, software or hardware inquires
• Answered, evaluated, and prioritized incoming telephone , voicemail, e-mail, and in-person requests for assistance
• Collaborated with 7+ vendors to troubleshoot issues related to IT equipment, LAN/WAN connectivity, and software
• Installed and configured computer systems & installed/updated to the latest software/applications for 30+ employees
• Responded to 15+ customer inquiries in a day, diagnosed the issue and assisted them in troubleshooting challenges
• Updated, maintained & monitored all aspects of computer networks and resolved network related issues
• Assisted in resolving technical issues concerning 15+ client's accounts and the company's software infrastructure
• CompTIA A+ Certified Professional | CompTIA | Apr '17
• GPA: 4.5/5.0

Here is a brief overview of our 2022 It Help Desk Resume Blog:

• Unless you are a job hopper or looking for a change in your career, make use of the reverse-chronological format.
• Create separate sections to highlight your key skills and technical skills in an IT help desk resume skills.
• If you are a certified professional, make sure that you mention the details in your IT help desk technician resume.

To analyze more about what to put on a resume for IT help desk job, keep reading.

You will also learn how to write a job-winning IT help desk support resume while simultaneously learning:

• What to put on a resume for IT help desk job that can make you stand out.
• How to highlight your skills in an IT help desk entry level resume.
• How to create a keyword optimized IT help desk resume.
• How to compose a suitable IT help desk resume summary.
• How to optimize your IT help desk resume skills.

Hiration's Online Resume Builder is here to help you write the perfect IT help desk resume with professional assistance.

Our Online Resume Builder is stocked with a huge library of resume examples and an IT help desk resume template that will make your job application easier and effective!

All you have to do is replace the pre-filled information in our example templates with your details as per the targeted job application requirements.

Follow the given steps and learn how to write an IT help desk resume that will further help you communicate your skills to the recruiters:

Pick the Right IT Help Desk Resume Format

Include distinct sections to organize your it help desk resume, start by framing your it help desk resume header, draft a flawless it help desk professional experience section, provide the details of your education in the it help desk resume, highlight your it help desk resume skills, conclude your it help desk resume with a suitable summary/objective, use hiration’s services to create the perfect it help desk resume.

Here is a list of all the topics that you will learn in this blog:

[ Back to Table of Content ]

The Applicant Tracking System is a reliable software used by most recruiters and employers during the hiring process.

And the right resume format can help you enhance your IT help desk resume in the most effective way and make it easier for the recruiters to recognize your professional expertise.

Pick the most suitable resume format from the most distinct ones described below:

Reverse-Chronological: This is one of the best and the most preferred resume format because your most recent and relevant professional details are highlighted upfront to make it recruiter-friendly. Additionally, it is also ATS-friendly and hence gives you a higher chance to get recognition from the recruiters.

Functional: This format is not the best kind to be used as it is not effective enough to help you rank high on the ATS. But for freshers, job-hoppers, and people looking for a change in their career, this resume format can have its benefits. Try and avoid using it if you have a smooth sailing career trajectory.

Combination: This resume format can be effective for framing your IT help desk resume if you have extensive years of professional experience ranging between 15-20 years. You can highlight both your skills as well as your work experience and describe them in detail.

In case you are not sure about which resume format to use to frame your resume for IT help desk, you can always rely on our resume experts at Hiration.

Here is an opportunity to get your resume reviewed by professionals to make it recruiter friendly and ATS-compliant.

There are two types of resume sections and you need to know exactly which sections to include in your resume that can help you frame a job-winning resume.

The sections listed below are the traditional or standard sections that should be included in your resume at all times:

• Personal Information
• Profile Title
• Summary/Objective
• Professional Experience

The below-given sections are optional and you can include them whenever required or deemed necessary to add value to your standard sections:

• Certifications (if any)
• Additional Information (if any)
• Awards & Recognitions (if any)

To learn more about resume sections you can go through Hiration's 2022 Guide to adding the right sections in a resume .

Or you can simply go to Hiration’s Online Resume Builder and create an IT help desk support resume that can help you get shortlisted for the job of your dreams.

If you are someone who uses "CV" or "Resume" as your resume header, you have to stop stating the obvious and start saving precious space on your resume.

Your name should be written at the topmost part of your IT help desk resume to maintain its unique identity and make it allow the recruiters to keep an easier track of your resume.

Use the largest font size in the range of 16-20 font size and simply leave a space between your first name and last name.

In case of a middle name, just write the initial of your middle name, add a full stop and place it between your first and the last name.

To get an in-depth knowledge of curating the perfect resume header, you can go through Hiration’s 2022 Guide To Writing The Perfect Resume Header .

Look at the IT help desk resume example illustrating an ideal resume header that we have made with Hiration’s Online Resume Builder :

IT Help Desk Resume: Personal Information

Provide the required details to make sure that the recruiters get in touch with you for any likely shortlist.

An ideal personal information section should contain the following:

• Contact Number: Provide the contact number that you actively use through which the recruiters can easily get in touch with you.
• Email Address: Provide an email address that has your real name to maintain a professional approach.
• Current Location: If you are applying for a job abroad, mention your state and country. Else simply mention your current city and state of residence.

Additionally, you can also mention the details of the following as per your discretion:

• LinkedIn profile link
• Link to an online portfolio

For more details on this section read Hiration's 2022 Guide to composing your contact information .

Refer to the sample IT help desk resume given below to see what an ideal personal information section looks like in an IT help desk support resume:

Our Online Resume Builder can help you put together an impeccable IT help desk entry level resume.

IT Help Desk Resume: Profile Title

The second-largest text in the range of 14-16 font size should be used to curate your profile title on a resume.

It communicates your current designation, your functional industry, and the level of seniority in your field of work.

If you are tempted to exaggerate your profile title, get rid of the thought because it can only spell doom for your job application.

Be accurate with what you have professionally done and where you stand in your professional podium for the recruiters to recognize your professional status.

An ideal profile title should look like the one shown in our below-given IT help desk sample resume:

Our AI-powered Resume Review Service is available to give your resume an in-depth and constructive analysis within minutes of uploading it on our tool!

Since the professional experience section takes up most of your resume you need to make the best use of this section.

Every relevant work experience or the current job profile that you are holding should be described for the recruiters to easily recognize your professional expertise and raise your chance of being shortlisted for the targeted job profile.

To ensure that you frame an impressive professional experience section, you need to apply the following factors:

STAR Format

• Frame Points

Bucketing & Bolding

[ Back to Table of Content ] Use the STAR format to describe your work details for the recruiters to easily recognize your potential:

STAR refers to:

• S: The s ituation, backdrop, or context of your contributions.
• T: The actual t ask that was assigned to you.
• A: The strategy you put into a ction to execute the assigned task.
• R: The r esult or outcome of your action in the form of an achievement figure.

Framing Points

[ Back to Table of Content ] What do employers look for in resume for IT help desk?

Well, the answer is simple!

They simply look for those applicants who are qualified to shoulder the responsibilities of an IT help desk.

Just as simple as the answer is to the question asked, your professional experience statement should be simple and easy to understand too.

Let us look at the two sets of IT help desk resume examples that we have given below for you to understand the effectiveness of framing your points and how it can be easily done.

IT Help Desk Resume Example 1

"As an IT help desk for the XYZ company I was assigned to oversee 10 help desk staff members who were given the task to remotely assist the customers and clients, through e-mail or phone. I also played a key role in the process of scheduling meetings, hiring, and providing evaluations of the employees. I have successfully administered the complete configuration of 150+ personal computers for two different departments by repairing and upgrading. Additionally, I performed periodic hardware or software checks to ensure that they were properly functioning and improve the quality of work by 15%."

IT Help Desk Resume Example 2

Oversaw 10 help desk staff members who were assigned to remotely assist customers, via e-mail or phone Played a key role in the process of scheduling, hiring, and providing evaluations of employees Administered the complete configuration of 150+ PCs for two departments by repairing and upgrading Performed periodic hardware/software checks to ensure the proper functioning and improve 15% work quality

Framing Points: Analysis

From the two IT help desk resume examples illustrated above, we can observe that:

• Writing a long paragraph to describe your professional roles & responsibilities as an IT help desk does not do justice to your expertise and potential. It is hard to recognize your skills at a glance and most recruiters may not spend enough time going through the whole paragraph.
• Whereas, framing one-liner bullet points are easier to read and hence the recruiters would easily recognize the positive impact you had on your work. Moreover, one-liner points tend to focus on your main involvements and do not highlight vague points.

In conclusion, you can curate ATS-friendly resumes by using bullet points to frame one-liners and communicate your professional caliber to the recruiters.

[ Back to Table of Content ] Another important factor that can contribute towards enhancing your professional experience section is bucketing and bolding.

To understand why it is so, look at the two IT help desk resume examples give below.

Administered materials for training materials and conducted KTs to both small and large audiences every month Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software Increased 50% client satisfaction through effective communication and problem solving Attended support calls (~30/day) and 40+ emails for Tier 2 & 3 levels technical support Provided customer support as per the IT operational policies and standards to ensure the best service

Training & Customer Satisfaction Administered materials for training materials and conducted KTs to both small and large audiences every month Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software Increased 50% client satisfaction through effective communication and problem solving Client Relationship Management Attended support calls (~30/day) and 40+ emails for Tier 2 & 3 levels technical support Provided customer support as per the IT operational policies and standards to ensure the best service

Bucketing & Bolding: Analysis

• Framing points in one-liner alone are not enough to get the attention of the recruiters as it does not make the highlights of your points stand out for the recruiters to easily recognize.
• Whereas applying bucketing and bolding makes it easier for the recruiters to recognize the most significant points without having to read through the whole resume.

In conclusion, you must always list all the similar points under the relevant buckets by creating unique headings. And enhance your framed points to communicate your work experience for the recruiters to easily read and comprehend.

To understand this section in detail and learn how to master it, read Hiration's guide on framing the work experience in your resume .

IT help desk resume sample for Professional Experience

Here is an IT help desk resume sample signifying an ideal professional experience section:

IT Help Desk Resume Keywords

To make sure that your IT help desk entry level resume ranks high on the ATS, you need to keyword-optimize your resume.

Suitable keywords can be found in the IT help desk job description.

Before you start sending out your resumes to the recruiters, make sure that you compare your job description and the keywords included by the recruiters in the job listing.

Pick the most relevant and significant keywords that highlight your professional skills and list them in your professional experience section and key skills section.

You can also add suitable keywords in your IT help desk resume summary and IT help desk resume skills sections.

Including the right keywords in your resume can raise your chances of ranking high on the ATS and give your better opportunity to end up being recognized by the recruiters who can give you the required shortlist.

Every time you wonder what to put on a resume for IT help desk job, remember that your educational qualification can raise your chances of landing your dream jobs.

Do not skip the education section in your resume, especially if you are writing an IT help desk entry level resume.

The education section of your resume should ideally consist of the following details:

• Name of the school/university you have attended.
• Name of the courses you have pursued.
• The location of your school/university.
• Enrollment and graduation dates in the month & year format.

We have an exhaustive guide written just for this section on Hiration's 2022 Guide on how to list education on your resume .

Refer to the IT help desk support analyst sample resume showcasing the ideal education section for your resume:

IT Help Desk Resume: Certifications

Apart from the details of your educational qualification, you can also add any relevant certifications that validate your eligibility to practice your line of work.

The certification section of your IT help desk support resume should consist of the following details:

• Certification course name.
• Name of the institute of affiliation.
• Location of the institute of affiliation.
• Enrollment and completion date of the course in the month & year format.

Hiration's 2022 Guide on listing certifications on a resume has more in store for you to get a better understanding of this section.

The below-given sample resume for IT help desk is showcasing what an ideal certifications section for your resume looks like:

Create an impeccable resume with the help of our Online Resume Builder .

It is safe to say that this section can do wonders for your resume and raise your chances of being shortlisted by the recruiters if curated effectively.

Most of the skills that need to be highlighted in this section are ideally present in your professional experience section. So simply scan through your one-liners and pick those skills that have been justified, then list them in this section.

To use this section in your favor and rank high on the ATS, add suitable and relevant keywords that are mentioned in the job description.

Make sure to read Hiration's 2022 Guide on what skills to put on a resume and learn more about curating the perfect skills section.

Here is an IT help desk resume sample showcasing the perfect key skills section:

IT Help Desk Resume Summary

A resume summary is an important feature of a resume that can help you give the recruiters an insight into your resume in just a few lines without wasting their time.

It is most suitable if you compose this section in the end because that way it will be easier for you to decide which points to skip and which points to mention.

Compose an IT help desk resume summary only if you have more than 3 years of work experience to highlight in your resume.

Try to keep it short and precise in 3-5 lines and add suitable keywords

There is more about this section in our Resume Summary Guide so make sure that you go through it to learn how to compose a suitable IT help desk resume summary.

Attached below is an IT help desk resume sample showcasing the ideal resume summary:

In the meanwhile, make resume-writing an effortless affair with Hiration's Online Resume Builder now!

IT Help Desk Resume Objective

Compose an IT help desk resume objective if you are a fresher writing an IT help desk resume entry level or have very less experience to highlight in your resume.

It gives an overview of your resume just as an IT help desk resume summary.

The only difference is that you need to keep professional experience on the sideline and focus on your skills and describe how you can contribute towards the higher goals of an organization.

Read Hiration's 2022 Guide on Resume Objectives to learn more about resume objectives.

Looking for a state-of-the-art resume builder and review services to help you build an impeccable It help desk resume?

Visit our Online Resume Builder and explore the best we have to offer you.

Resume Review & Free Resume Templates

Send us your existing resume to get it reviewed by the resume professionals at Hiration.

Your resume will be reviewed in compliance with the below-mentioned parameters:

• Compliance with industry norms ** Conversion Scope
• ATS Compliance
• Content Relevance
• Recruiter Friendliness
• Design Compatibility
• Global Compatibility
• Performance Assessment
• Resume Formatting (font, margins, the order of sections, etc.)

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Key Takeaways

• Always use the right resume format that best suits the trajectory of your career and the requirements of your job application.
• Label your resume with your name as the header and provide your contact details along with an accurate profile title.
• Frame action-oriented one-liner points and apply the bucketing and bolding to make them effective.
• Make sure that your resume is keyword optimized to rank high on the ATS and raise your chances of being shortlisted by the recruiters.
• Clearly mention the details of your education and certification to enhance your resume.
• Create a separate section to highlight your most significant skills.
• Compose a suitable IT help desk resume summary to give an overview of your resume.

Now that this blog has come to an end, we advice you to make use of all the IT help desk resume examples and IT helpdesk resume samples while writing the best resume.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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Help Desk Support Resume Sample

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Work Experience

• Harmoniously working with other employees and customers
• Effectively coordinate a number of projects simultaneously
• Demonstrating initiative and problem-solving skills
• Contributing to the successful completion of project initiatives
• Provide a point of contact for end-users to receive support and maintenance of MGO’s desktop computing environment
• Participation in an on call rota, comprising of out of hours’ telephone triage and out of hours’ field based customer response
• Help desk experience
• Experience with issue tracking/help desk software
• Analyze verified Trouble Tickets and assign a classification, priority, and severity to facilitate timely and appropriate processing of the issue
• Communicating and collaborating with multiple external organizations regarding the resolution of issues, including DISA, Sites and various other vendors
• Reproduction, analysis and reporting of valid problem defects
• Utilization of basic SQL and Oracle commands to investigate and resolve reported issues
• Technical and functional knowledge of the MHS applications
• Processing Trouble Ticket for resolution based upon the classification
• Maintains, analyzes, and troubleshoots end-user devices, including desktops, laptops, tablets, phones, printers, scanners, copiers, and all associated peripherals
• Identify and escalate situations requiring urgent attention, track, route, and redirect issues to correct support resources to ensure timely resolution of issues reported
• Monitor incoming tickets and process in priority order
• Cost per Contact
• First Contact Resolution Rate
• Average Speed of Answer
• Monitoring Military Health Systems (MHS) trouble ticketing system queues, entering and managing software problem incidents
• Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue
• Coordinate with the MHS Help Desk and/or ticket originator to confirm or obtain additional information as needed

Professional Skills

• Demonstrated problem solving ability and strong documentation skills, and demonstrated organizational skills and the ability to multi-task
• Excellent written and verbal skills, excellent customer service skills
• Strong ability to develop business relationships and communicate effectively with the user community - Strong troubleshooting skills
• Demonstrate effective soft skills, active listening skills, and ability to empathize with customer’s situation
• Very Strong customer service Skills and communication skills
• Excellent written skills, ability to effectively and efficiently document user questions, issues, and requests
• Communication Skills - Professional and effective communication skills over multiple media platforms: Telephone, email, in-person

How to write Help Desk Support Resume

Help Desk Support role is responsible for customer, technical, troubleshooting, software, interpersonal, organizational, database, microsoft, windows, basic. To write great resume for help desk support job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Help Desk Support Resume

The section contact information is important in your help desk support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Help Desk Support Resume

The section work experience is an essential part of your help desk support resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous help desk support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular help desk support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Help Desk Support resume experience can include:

• Good phone and people skills to communicate effectively with customer
• Good interpersonal and communication skills; ability to relate well and cooperate with others
• Excellent and demonstrated communication and customer support skills
• Excellent problem-solving skills and patience in dealing with frustrated users
• Excellent communication, interpersonal, troubleshooting and customer service skills
• Thrive in a fast-paced environment with good organizational and problem solving skills

Education on a Help Desk Support Resume

Make sure to make education a priority on your help desk support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Help Desk Support Resume

When listing skills on your help desk support resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical help desk support skills:

• Strong written and verbal communication skills. Good telephone manner
• Excellent communication skills; Demonstrates a customer orientation
• Prior work experience some prior experience as a Help Desk Support Analyst
• Strong oral and written communication skills, to include reading, writing, speaking, and understanding English
• Excellent analytical and problem-solving skills, adept at identifying root cause and finding solutions
• Prior experience successfully leading or managing a team of Technical IT resources with demonstrated progression of increased scope and complexity

List of Typical Experience For a Help Desk Support Resume

Experience for help desk support technician resume.

• Background in customer service and excellent problem solving skills
• PC literacy (including Microsoft Office Suite), along with strong technical skills
• Prior experience supporting clients in professional manner
• Prior experience in a data center environment
• Effectively manage length of calls/handle time
• Strong multitasking abilities; detailed oriented; excellent problem solving abilities
• Experience installing, configuring, and maintaining servers and workstations
• Experience using ticketing systems and writing technical support reports and documentation
• Experience working with Help Desk software applications, which includes following pre-defined workflow and business processes

Experience For Help Desk Support Analyst Resume

• Two years experience working with and supporting computers, software, printers, telephony, enhanced classroom technologies, and network devices
• Experience working with and supporting Microsoft business productivity applications, e.g. Office 2013/2011/2016,Visio, OneNote, Project, etc
• Experience working with and supporting Adobe software applications, e.g. Adobe Acrobat, Photoshop, Illustrator, InDesign, etc
• Communicate troubleshooting processes and resolutions to promote team learning, feedback, and effectiveness
• Experience training others in applications and systems fundamentals, and writing basic technical documentation would be considers an asset
• Capable of prioritizing activities
• Experience with desktop user support required, preferably in a help desk/customer service setting required

Experience For Help Desk Support Spec Resume

• Monitor and follow up with all trouble tickets to ensure completion giving priority to Track tickets in system to ensure timely completion
• Experience of working on a help/service desk
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 8, and 10, Office 2013 & 2016, and Office 365
• Hands on experience troubleshooting Microsoft Office products primarily Microsoft Office 2010, 2013, 2016 and Office 365
• Good working knowledge of Google and Microsoft Office Products especially Excel
• 2-4 yrs customer service experience
• Comptia A+ strongly prefered
• A+ certification strongly prefered
• Analyze, organize, prioritize, implement, and control business activities and transactions

Experience For Help Desk Support Associate Resume

• Function in multiple accounts with multiple skill set requirements
• Manage service ticket queue, prioritize requests and perform work to meet or exceed clients’ expectations
• Combine demonstrated technical qualities with exceptional customer service in daily responsibilities
• Demonstrated knowledge of Windows operating systems
• Good understanding of Cisco SSL VPN and Citrix setup and configuration
• Good understanding of Malware/Virus/Rootkit apps
• Basic networking knowledge & experience
• Experience with Microsoft Windows and PC Hardware

Experience For Help Desk Support Representative Resume

• Experience with Mac OS and Apple products
• Desktop support, help desk and end user support experience
• Basic HTML experience is required
• Understanding of basic networking technologies and protocols (Local area networking, DNS, Security, IP routing, HTTP, VPN,etc.)
• Receiving, logging and managing calls from internal/external customers via the Cisco ACD Call system
• Looking for someone who is familiar or supported the UNIX and Linux environment (Having just an understanding around what it is, is fine)
• Understanding computer operating systems (Mac, Windows, Android, iOS), hardware, protocols, and standards
• Troubleshooting and has a fundamental understanding of UPMC System support/Knowledge repository and ability to navigate to resolve common customer issues
• Performing file transfers Perform project work when required; and, Troubleshooting issues to a resolution

Experience For Robotics Process Automation Help Desk Support Resume

• Creating and updating user accounts via Active Directory
• Working knowledge of fundamental operations of relevant software, hardware and other equipment specifically mobile applications on Android and iOS
• Working knowledge of Windows 7/8.1, MS Office suite (2007 and above) and Windows 2008/2012 Server environment
• Working knowledge of XP and Windows 7
• Understanding ITIL terms and processes
• Answering Support Calls/Answer Support Chats Provide customer service support to any or all customers via calls/chats
• Meeting Participation Attend meetings on time, ask questions and apply feedback

Experience For Help Desk Support Agent Resume

• Securing UPMC Data/Information Protect the integrity and confidentiality of all data and information through physical and electronic measures
• Working knowledge of all current versions of Microsoft Windows and Microsoft Office applications
• Working knowledge with Microsoft Office suites products as well as Anti-virus/span software
• Understanding of system resources and allocation
• Understanding of network essentials, troubleshooting network and cable connectivity using Fluke equipment
• Diagnosing, troubleshooting and providing solutions for technical user problems

Experience For IT Help Desk Support Emeai Resume

• Working knowledge of networking including TCP/IP, DHCP, DNS, etc
• Closing Help desk calls on first contact, as well as escalating tickets for tier two teams
• Troubleshooting issues with the EMR system
• Responding to Support tickets and emails
• Safeguarding classified and other sensitive material
• Understanding of MS Office and other standard software
• Mapping of network printers and network share drives
• Monitoring the status of equipment such as; PCs, printers
• Continuing education in a computer related field

Experience For Help Desk Support Asociate Resume

• Proof, review, and update existing IT How To’s, format all existing documents using new template
• Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service Utilizes scripts and available tools when assisting customers
• Familiarity with multiple operating systems, including Windows 7, 8.1, 10, iOS, and Android
• Follow pre-established procedures and proactive in recommending improvements to existing procedures
• Thorough understanding of mobile applications and their operating systems (iOS and Android)
• Provide Video teleconferencing scheduling support
• Proficiency in navigating and configuring the OS
• Basic troubleshooting knowledge of mobile computing devices, such as table, PCs, notebook PCs, and Blackberries

Experience For It-help Desk Support Level Resume

• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
• System Interruption Response and Handling Follow the System Interruption Handling process consistently
• Handle minor triage issues with basic troubleshooting and escalating all other issues to Level 2 and 3 support
• Our client is looking for a motivated and enthusiastic individual that is looking to grow their IT career within a technical support environment
• Set up new computers including connecting keyboard, mouse, and monitor to PC’s. Check for proper operation and installation software
• Responsible for safeguarding confidential information and documenting issues and resolutions
• Supports enterprise-wide compliance initiatives by complying with control requirements and standards when fulfilling requests
• Develop a full understanding of the processes and procedures in scope by the team in order to deliver a high quality provisioning service to our customers
• Assist with on boarding of new Agents by training and allow others to shadow

List of Typical Skills For a Help Desk Support Resume

Skills for help desk support technician resume.

• Technical Skills/Problem Solving Understand the basics of UPMC technologies. Apply basic problem solving skills to achieve resolution
• Excellent problem diagnosis and problem solving skills. Ability to analyze customer problems by type and severity for problem determination and resolution
• Able to exhibit good problem solving skills
• Attention to details and excellent problem-solving skills
• Excellent telephone skills and ability to deal with all situations with exceptional customer service

Skills For Help Desk Support Analyst Resume

• Top tier customer service skills and a commitment to the quality of the customer’s experience
• Communication skills need to be very strong as well as written communication. No exceptions
• Excellent verbal/phone and written communication skills required
• Utilize excellent customer skills to meet or exceed customers’ expectations
• Effectively manage priorities, communicate progress and raise impediments as needed
• Good listener and communicator to effectively assist customers and provide resolutions
• Highly motivated and energetic with excellent communication skills and who can integrate well at all levels

Skills For Help Desk Support Spec Resume

• Excellent people and oral communication skills
• Good organizational and time management skills; self-starter
• Good diagnostic and analytical skills
• Excellent oral and written communication skills with the ability to translate technical information to non-technical staff
• Excellent interpersonal, written and communication skills required
• Work independently as a team member with strong communication and interpersonal skillsSearch Jobs US
• Uses effective customer service and communication skills

Skills For Help Desk Support Associate Resume

• Effectively prioritize work efforts
• Excellent PC and data entry skills
• Outstanding interpersonal and soft skills
• Proficient typing skills (using two hands and all fingers) to be able to record troubleshooting information while talking on the phone
• Experience using and supporting the use of smartphones for business, including the use of business email applications such as Good Mobile

Skills For Help Desk Support Representative Resume

• Proven experience troubleshooting and resolving Windows 10, Microsoft Office 2013/2016 issues. Including Microsoft Project and Microsoft Visio
• Proficiency with server and application troubleshooting, analysis, critical thinking and problem solving skills
• Prior experience working in a help desk support role for a small company
• Time management and problem-solving skills
• Strong experience troubleshooting Windows 7
• Work effectively in a team environment and with a wide range of professionals at all levels

Skills For Robotics Process Automation Help Desk Support Resume

• Work effectively with remote cross functional teams on complex problems
• One to three years proven Help Desk experience
• Professional and businesslike manner and communicates effectively with customers and associates
• Monitor and respond quickly and effectively to requests received through the IT help desk
• Monitor and respond quickly and effectively to calls or chats received to the Service Desk

Skills For Help Desk Support Agent Resume

• Use of the tools and knowledge available to effectively troubleshoot and resolve issues
• Develop and maintain superior customer service and incident management skills
• Strong preference given to candidates with SCCM or imaging experience with a similar tool
• Solid experience with Windows 7 and 10 in the Manufacturing Industry
• Proven relevant Service Desk experience with in the past 4 years
• Effectively communicate IT policies and procedures to the EWU user community
• Demonstrated ability to de-escalate customers, turning bad experiences to positive ones

Skills For IT Help Desk Support Emeai Resume

• Training and/or documentation experience (education considered in lieu of experience)
• Competence in general computer operation skills
• Effectively communicate in both spoken and written form to diverse constituencies, both technical and non-technical
• Analyze each request to verify that it contains the required information to effectively work the request
• Proven experience as a help desk Analyst or other customer support role
• Smart phone troubleshooting and set up skills required

Skills For Help Desk Support Asociate Resume

• Customer Service – client facing and communication skills
• Effectively probes customers in order retrieve the actual problem or the underlying cause of a problem
• Extraordinary analytical & problem solving skills
• Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors
• Monitor and respond quickly and effectively to calls or chats received to the Client Service Desk
• Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk
• Effectively communicate issues and status updates with business users, service providers, and management teams
• Bilingual language skills - Spanish highly desirable

Skills For It-help Desk Support Level Resume

• Oral and Written Communication /Good to Excellent Grammar
• Maintain accurate database of hardware and accessories with the communication skills to keep the COR aware of needs and requirement of the program
• Monitor and respond quickly and effectively to calls or chats received to the company’s desk
• Creating and updating tickets via Footprints ticketing system according to specified priority levels
• Identifying and escalating priority issues per client specifications
• Problem-solving by collecting data, establishing facts, and drawing valid conclusions on a timely basis to assist clients with their support needs
• Software Experience: Interactive Intelligence, Service Now, Staffing/Scheduling applications, Erlang modeling, Knowledgebase tools, ACD/Call management systems

List of Typical Responsibilities For a Help Desk Support Resume

Responsibilities for help desk support technician resume.

• Strong written and verbal interpersonal skills, and customer service ability
• Excellent teamwork skills and detail-oriented
• Looking for someone who has had call center experience. Technical experience is necessary, but really needs to know the fast-paced environment of a call center
• Well developed troubleshooting skills
• Strong experience troubleshooting Windows 7 and Windows 10
• Prior IT Service Desk Management or help desk operations experience
• Deals effectively with antagonistic situations, using appropriate interpersonal communication to reduce tension/conflict

Responsibilities For Help Desk Support Analyst Resume

• Microsoft Office Skills - Outlook, Word and Excel
• Prior technical help desk experience
• Experience with Active Directory (resetting passwords, creating and deleting groups)
• Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues
• Experience wtih some sort of ticketing system. The client is eventually going to be implementing Service Now

Responsibilities For Help Desk Support Spec Resume

• Experience using ticketing systems, writing technical support documentation and computer proficiency with hardware and software technologies is required
• Experience working in an enterprise IT environment diagnosing and resolving various computer hardware and software related problems
• Experience using IT ticketing system
• Experience installing and uninstalling software
• Experience with installing desktop backup software and restoring data

Responsibilities For Help Desk Support Associate Resume

• Any experience within Active Directory at a very basic level (creating users, resetting passwords, etc.)
• Any experience within Active Directory at a very basic level (creating users, resetting passwords, etc.) is nice to have
• Experience working within a fast-paced, high request volume, enterprise-level Provisioning Operations service
• Experience with Incident Tracking and Ticketing tools, such as Service Now, HP Service Manager or similar
• Experience working with Windows 7 and Windows 10 Operating systems
• Experience troubleshooting Windows 7 and Windows 10 Operating systems
• Experience using various Windows Operating systems, i.e., Windows 10, Windows 7
• 3) Experience creating helpdesk tickets through a ticketing system
• Experience troubleshooting with a windows 7 environment and troubleshooting office 2010 user issues

Responsibilities For Help Desk Support Representative Resume

• Experience using a ticketing systems (Heat, ServiceNow, or Remedy are all acceptable)
• Nice to have previous experience using SNOW (Service Now) Ticketing system
• Experience working with engineering, network and software teams
• Experience with incident tracking, best help desk practices, Office Products, and basic NOC and SOC understanding
• Experience using and administering SharePoint sites
• Experience working in help desk/phone support and troubleshooting technical issues related to both hardware and software
• Experienced with supporting computer technology and software such as Windows, Office Suite, Remote Tools, Ticketing, and VPN
• Experienced in call routing and case management processes as well as case logging systems
• Experience working with a ticketing system and be able to document and escalate tickets

Responsibilities For Robotics Process Automation Help Desk Support Resume

• Previous experience working with ServiceNow ticketing systemSearch Jobs US
• Experience supporting and troubleshooting network connectivity
• Previous experience using a call/incident tracking system
• Experience writing Standard Operating Procedures (SOP)
• Experience providing tier one help desk support, triaging calls, password resets, etc
• Experience using a ticketing system such as Remedy
• ) Active Directory- Experience setting up new users, password resets and cleaning up permissions
• Experience using knowledge management systems
• Good understanding of IT operations processes

Responsibilities For Help Desk Support Agent Resume

• Experience troubleshooting two-factor authentication issues
• Experience providing support by Remote Desktop Connection
• Experience troubleshooting wired and wireless data communications and connectivity issues
• Monitors and operates the Help Desk Ticket Systems in accordance with operating instructions
• Experience working as an IT help desk staff
• Help Desk Experience; resolving issues
• Experience using a PC

Responsibilities For IT Help Desk Support Emeai Resume

• Work a flexible schedule as necessary and intelligently juggle sometimes conflicting priorities
• Experience working within an Agile-focused team
• Proven success working in high-volume, 24x7 technical call centers
• Hands-on experience with Microsoft Windows XP or Windows 7 operating system
• Service Now helpdesk ticketing system experience is desirable
• Experience documenting technical information into a knowledge-base and/or process documentation
• Experience using web-browsers, i.e., Internet Explorer, Firefox, Google Chrome, Safari etc. and various versions thereof

Responsibilities For Help Desk Support Asociate Resume

• Experience using MS Office, MS Excel, MS Outlook
• Basic to general understanding of computer systems, preferably with electronic health record systems or a combination of education and experience
• Experience giving technical support over the phone
• Experience troubleshooting MS Office / Outlook
• Experience with network troubleshooting, connectivity issues, network errors, etc
• Experienced in supporting Windows
• Motivated individual with a curious mindset looking to advance technical experience
• Related experience with a ticketing system- service now

Responsibilities For It-help Desk Support Level Resume

• 2) Experience supporting Email issues (Preferably outlook)
• 3+ yrs. experience with desktop/software troubleshooting is required
• Ideal applicant would have past experience working with remote employees over the phone
• Experience in direct end user support including Microsoft Office applications. (Required)
• 2yrs experience working in Help Desk/Tech. Support capacity

Related to Help Desk Support Resume Samples

Desk side support resume sample, help desk support specialist resume sample, help desk technical support resume sample, center support resume sample, tech, tech support resume sample, expert support resume sample, resume builder.

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Help Desk Specialist Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the help desk specialist 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.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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• 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
• Provide assistance by phone, GoTo Assist, in person, and using the ManageEngine ticket system
• Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
• Assist with management of IT resources including workstations, laptops, projectors and their inventory
• Assist Manager (or other supervisor as assigned) with project management and execution
• Operates personal computer terminals and LAN attached to workstations to perform job function and general clerical/administrative work
• Serving as liaison to various departments within Chipotle to provide assistance and access to store financials and customer records
• May perform end-user training as it regards assistance with supported applications
• Work with IT management to ensure operating efficiencies are met and maintained throughout the organization
• Use of Active Directory and Global Policies for account management and overall network security
• Maintain Servers on multiple individual networks to include Exchange 2000/2003, 11S 6.0, Windows 2003 Active Directory, Brightstor Arcserve for Windows
• Describe workflow processes verbally and visually using flow charts or diagrams
• Providing remote tier 1 & 2 IT hardware and software support to restaurants, regional office and regional users
• Help provide technical assistance and support for Workflow Management services
• Provide technical assistance and support for Enterprise Watch services
• Provide mid-level analysis and technical support for customers and their networked computers and peripherals
• Review, assign, reconcile and support the management of tickets throughout their lifecycle
• Monitor and support ticket workflows
• Helps coordinate with IT service providers and communicates outages and plans for recovery
• Install and provide desktop support for Windows Operating System, Microsoft Office and Adobe software
• Update the internal knowledgebase with issue resolution details
• Basic working knowledge of Active Directory
• A strong grasp of basic hardware and network support principles
• Excellent knowledge of troubleshooting procedures
• Ability to follow standard operating procedures and ability to complete help desk ticket information on a timely basis
• Strong working knowledge of Microsoft server, Microsoft Active Directory
• Ability to develop instructions in a logical, detailed flow
• Ability to deliver quality customer service through both phone and face to face interactions
• Be able to create good relations with colleagues and clients
• Possess a high level of professionalism and strong level of customer services

15 Help Desk Specialist resume templates

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• Provide Tier 1 service or phone support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems
• Document problems and resolutions within call tracking application and provide updates to the knowledge base where applicable
• Configure and install software for end-users' desktops and laptops
• 1-3 years customer service experience with emphasis on hardware/software troubleshooting
• Effective verbal, telephone, written and interpersonal communication skills
• Strong personal time management skills
• Ability to relate to diverse age and demographic backgrounds
• Computer literate and working knowledge of operating systems (Windows/Mac), word processing (Microsoft Word), spreadsheet (Excel) and E-Mail (Notes) software applications required
• Flexible in work schedule
• Answer the IT Hotline phone & E-mail providing support for all offices with a focused local support of the New York office
• Position will be called upon to troubleshoot hardware and software questions regarding Houlihan Lokey systems
• Provide support to remote users on connectivity issues arising from the use of Citrix using high-speed Internet access
• Install and configure hardware including Dell workstations, Lenovo and Samsung laptops, HP LaserJet printers, networked copiers, mobile devices (including Blackberry units, iPhones, iPads, and Android devices), WiFi & WWAN cards, LCD projectors, Bloomberg Terminals, and other computer/network peripherals
• Install and configure operating system and application software including standard Houlihan Lokey software such as Windows 7, Microsoft Office 2010, Microsoft Outlook 2010 in an Exchange 2010 environment, Citrix ICA clients, Adobe products and Capital IQ financial information software, as well as special non-standard applications and custom applications created specifically for Houlihan Lokey
• Provide general user support on all installed Houlihan Lokey applications, operating systems, and hardware both in person and over the phone
• Carry out basic Citrix administration using the Citrix Management Console, including disconnecting sessions, observing server load, and shadowing user sessions
• Carry out basic Windows 7 & Windows 2003/2008 network administration including administering user passwords, account lockouts, computer naming, troubleshooting network print devices, including network-attached copiers
• Assist with the configuration and administration of Windows 7 workstations, including their peripheral devices such as multiple monitors, docking stations, keyboards, mice, and other USB connected devices
• Provide local hands-on assistance with user moves, including the relocation of computers, laptops, monitors, phones and headset devices as needed
• Provide end-user support for wireless connections involving WiFi or wirelesss WAN network cards
• Act as a local contact for technical based vendors, coordinating printer and other on-site repairs of end-user equipment
• Other duties may be assigned as needed by their manager
• Provides in-depth support and leads problem-solving and implementation efforts for specific technology products or applications
• Responds to inquiries and requests for assistance with organization's computer systems or PCs and resolves customer inquiries for one or more products or services
• Displays sensitivity to callers' needs and situations
• Actively uses and updates the knowledge of product in order to resolve issues
• Mentors team members to broaden team knowledge and technical skills
• At least 2 years experience with providing effective and efficient real-time support for a variety of desk-top technology users
• Ability to remain focused
• Exceptional problem solving/analytical skills
• Ability to learn technical product information
• Ability to follow procedural guidelines and document thoroughly
• Ability to interact with customers in a polite and professional manner
• Effective conflict resolution skills including appropriate handling of angry or frustrated clients
• Exceptional telephone etiquette
• Strong team player
• Exceptional listening skills
• Exceptional PC, Mainframe, printers, server, email and Internet skills
• Ability to identify, track and resolve issues
• (developing) understanding of technology in direct responsibility
• (developing) General understanding of related technologies
• (developing) Customer Service
• Providing high-level customer service
• Providing excellent desktop and mobile device support
• Communicating clearly with users, setting expectations
• Working independently and as a member of a world-wide support team
• Diagnosing and resolving problems/issues with: Microsoft Windows
• PC applications
• Network connectivity, including Wi-Fi
• Mobile devices and associated apps Laptop PCs
• Blackberries
• Meeting room technology Video conferencing
• Monitors / projectors
• Conference phones
• VPN / remote access
• VOIP telephones
• Escalating issues appropriately, reaching out for assistance when a problem cannot be solved immediately
• Participating with support team in creating and maintaining support documents
• Working closely with other IT groups, other departments, to complete tasks
• Monitoring systems and processes
• Administering users in Active Directory and applications
• Coordinating with vendors to purchase, deploy and RMA hardware
• Evaluating priority and triaging multiple conflicting assignments; and
• Instructing users on technology
• Flexibility working in a fast-paced, high-expectations environment
• Excellent listening, interpersonal, written, and oral communication skills
• Pays extreme attention to details
• Ability to work in a team-oriented and collaborative environment; and
• Eagerness to learn new technologies and applications, and ability to absorb new topics quickly
• 1-2 years of experience in a Help Desk or customer service position required
• The successful candidate must be a team player with strong customer service and communication skills
• Candidate must be willing and able to learn new technologies; and
• Candidate must be proficient with the following technologies

IT Help Desk Specialist Resume Examples & Samples

• Document known issues and resolutions or workarounds
• Assist in administering help desk software
• Provides support for store stores as part of an on-call rotation after hours
• Windows and Microsoft Office Applications (Word, Excel, Outlook)
• General Server and Personal Computer knowledge
• Understanding of point of sales terminal, in-store application and equipment is a plus
• Basic familiarity with the range and variety of software and systems used in the EMS Store and Base Camp environments
• Deliver high level customer service skills
• Demonstrate effective verbal and written skills. Able to effectively communicate with diverse individuals
• Demonstrate integrity and respect for individuals and ethical behavior
• Familiar with a basic range of Information Technology concepts, practices, and procedures
• Successfully combine creative problem solving with thorough problem analysis
• Demonstrate skill in gathering, processing, analyzing, and disseminating large amounts of diverse information in meaningful ways
• Ability to Prioritize and organize work to minimize downtime when problems arise
• Work productively and flexibly in a fast-changing, demanding environment
• Ability to work individually as well as in a group environment
• Must be able to update tasks on progress to keep everyone informed
• Knowledge of commonly used concepts, practices, and procedures within the information technology industry
• AS or BS in Information Systems, Computer Science, or a technical discipline (or equivalent experience)
• 6+ months of relevant Technical experience
• Bachelor's Degree in Computer/Information Systems, Business, Communications or related field
• Able to multitask efficiently and effectively

Escalated Help Desk Specialist Resume Examples & Samples

• Tracks call volume and reasons to communicate training needs to appropriate parties
• Potentially assist with coaching and training initiatives as needed
• Will support multiple sites and clients
• Minimum 6 months Fraud/Customer Service/Collections experience in a call center environment
• Previous Help Line Experience Proven history of strong interpersonal skills and two-way communication
• Self-motivated with solid organizational, creative problem solving and time management skills, with the proven ability to meet deadlines
• Strong team player: leadership skills with strong ability to take initiative
• Demonstrated ability to analyze processes and implement changes
• Ability to adapt to an ever-changing environment Self-motivated with solid organizational, creative problem solving and time management skills, with the proven ability to meet deadlines
• Attention to detail required Working knowledge of Fraud systems and tools
• Demonstrated high level of integrity
• Ability to process information, analyze data and offer effective solutions
• Demonstrated ability to handle and prioritize multiple tasks
• 2 or more years of experience supporting a diverse desktop environment with an understanding of the mainframe, client/server and Internet environments
• Ability to multitask
• Previous experience in a Help Desk environment, Level 1 or Level 2 Analyst
• Windows 7 support and mobile devices knowledge
• Educated to degree level or similar
• Confident telephone manner
• IT literate – with a working knowledge of Microsoft Office an advantage
• Second language would be an advantage
• Highly organised with good attention to detail
• Self-motivated combined with the ability to work as part of a team
• Ability to take instructions and implement the correct procedure as required
• Receive incoming help requests via phone and through the electronic ticketing system
• Act as lead help desk contact for escalated inquires relating to corrupt documents, complicated conversions, and the like
• Act as liaison between HB and CCC Macro Pro. Responsible for the testing and rollout of updates. Must work closely with the trainer so firm wide announcements about changes are timely and informative
• Perform daily videoconference, teleconference and laptop setups
• Stay up to date with all software and hardware used and supported by the firm, including all audio-visual devices and systems
• MUST have law firm experience
• At least two years of technical job experience
• Customer service-oriented attitude and a team player
• Experience with MS Office 2010/2013, Windows 8 and 10, Laptop and MS Surface, CCC Macro Pro, FileSite, iPhone and Androids
• Responsible for performing installations and configuring computers/laptops using standard processes and tools
• Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual required or job-specific training. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Responsible for other duties as assigned. Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become "The World's Greatest Bank."
• High school diploma or GED or the equivalent in vocational training. College degree in information technology preferred
• Previous practical experience in a personal computer network environment. One year of IT related Help Desk experience required
• A+ certification required. MCDST (Microsoft Certified Desktop Support Technician) certification preferred
• Good working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools. Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment

Mortgage Help Desk Specialist Resume Examples & Samples

• Resolve and provide user support of the RMO system software
• Perform initial problem determination by asking client troubleshooting questions at loan level detail
• Communicate the status of all problems and/or issues to users regarding RMO along with resolution
• Track and log calls with issue and resolution
• Lead by example; independently makes decisions on course of action to get the client back into production in a timely manner
• Detect patterns of callbacks effecting client or environment, assess impact and take action
• Solicit feedback and ideas for improvement of the RMO functionality directly from the users
• Assist the IT partners in the development or enhancements of the RMO system
• Keep users and management informed of trends, problems and unexpected delays within RMO
• Create and maintain business workflow rules
• Assist in user training along with development and updates of the RMO training manual
• Focus on the delivery of excellent service
• Take ownership and responsibility of client technical problems
• Be a positive, professional resource for clients and support partners
• Manage challenging calls, maintain control
• Minimum of 2+ years residential mortgage loan
• Excellent level of verbal and written communication skills
• Effective telephone skills
• Ability to make sound decisions based on logical reasoning
• Effecting listening skills
• Exceptional organizational skills and ability to multi-task and handle several priorities at once
• Ability to work in a fast-paced & high-volume environment
• 6 months in a customer service/call center environment preferred
• 2 years of college preferred
• Familiarity with Salesforce.com extremely helpful
• Ability to operate effectively in a team environment
• Enthusiastic and pro-active; think quickly and solve problems efficiently and effectively
• High energy and engaging personality with the ability to convey patience and empathy, and calm in potential stressful situations
• Dependability regarding completion of assignments and attendance Excellent problem solving and decision making skills
• Must have high attention to detail
• Troubleshoot problems to resolution or escalate to Tier 2 support when necessary
• Reset or configure network accounts access
• Process hardware and software requests by coordinating user setup, upgrades, and installations
• All other projects and duties as assigned
• Excellent Technical and Analytical skills
• Capable of maintaining corporate and job-related confidential information
• A bachelor’s degree in computer science or a related discipline
• Knowledge of basic computer hardware (e.g. desktops, laptops, printers, PDA’s)
• Exceptional interpersonal skills, with a focus on listening and questioning
• Certifications are a plus
• 2+ years of experience in an IT Help Desk Analyst role
• Experience with Windows 8, Microsoft Active Directory and utilization of GPOs
• Experience with Helpdesk ticketing systems, i.e. Track-it by Numara
• Experience with Mobile device management, including IOS and Android devices
• Proven ability to multi-task, juggle multiple projects and effectively determine priorities
• Excellent internal customer service skills
• Windows PC/laptop management via Active Directory, MS System Center Suite
• Proven analytical, troubleshooting and problem solving skills
• Strong research skills to find and effectively evaluate new products and technology
• Attention to detail and strong organizational skills

Mid-level Help Desk Specialist Resume Examples & Samples

• Troubleshoot connectivity and computer issues on end user’s machine
• Image and build desktops and laptops for new hires or machine upgrades and deploy them to desks
• Basic telecommunications support
• Assist with purchasing and equipment procurement
• Help maintain inventory control
• Maintain production images of machines
• Exposure to project management methodologies
• Answer user inquiries regarding computer software or hardware operation to resolve problems either in person or over the phone
• Write standard operating procedures for IT and End Users
• Walk customer through problem-solving process
• Follow up with customers to ensure issue has been resolved
• Gain feedback from customers about computer usage
• Bachelor’s degree is required, 3.2 GPA or higher
• Good judgment, professionalism, and good communicator
• PC hardware troubleshooting skills, good knowledge of Windows 7 & 10
• Basic knowledge of networking topology
• Help desk support role experience a plus
• Ability to multitask and properly prioritize
• Analyze and develop computer software possessing a wide range of capabilities, including numerous engineering, business, and records management functions. Develop plans for automated information systems from project inception to conclusion
• Analyze user interfaces, maintain hardware and software performance tuning, analyze workload and computer usage, maintain interfaces with outside systems, analyze downtimes, and analyze proposed system modifications, upgrades and new COTS
• Analyze the problem and the information to be processed. Define the problem, and develops system requirements and program specifications, from which programmers prepare detailed flow charts, programs, and tests
• Coordinate closely with programmers to ensure proper implementation of program and system specifications. Develop, in conjunction with functional users, system alternative solutions
• Maintain on-call service for after hours support of these applications, including evenings, weekends and holidays
• Desktop Security Applications: McAfee and Symantec Antivirus
• Mainframe Technologies: The Client uses an IBM mainframe running the OS/390 operating system. DASD, MVS Redirect, RJE printing, VPS printing, DB2, TSO, ADSM and Wylbur. The Government will furnish training in SILK, a specific web server
• Network Services: TCP/IP and other standard internet protocols, Websense Proxy Server, DNS, firewalls, Internet, Internet II, LAN, Videocast, 802.11 Wireless, IPv6, Secure Shell (SSH), Telnet, Cisco Virtual Private Network (VPN)
• IT Security: Security problems include hoaxes, malicious attacks, and viruses. Also includes a knowledge of PKI, encryption, digital signatures and the use of Smartcards (PIV). BDS Secure File Transfer
• Telecommunications: Octel voicemail systems, ISDN telephones, VOIP technology (Cisco and Microsoft Lync)
• Windows and UNIX Infrastructure & Hosting: DDNS, DHCP, File Services, Print Services, Terminal Services, Web Services, and WINS, Tru64 UNIX and Sun Solaris operating systems with an understanding of Oracle and SQL databases
• Account creations/ User ID Management: Microsoft Active Directory tools including Microsoft Exchange Administrator, Quest ActiveRoles Server, Active Directory Management
• Email (messaging): email technologies include Blackberry, Central Fax Service, the MS Exchange Central Email Service, L-Soft Listserv, Office 365, Expertise in Outlook (including add-ons), Outlook Web Access (OWA), Mac OS X Mail, Entourage, web browser mail, and Pine clients; Listserv administration and management
• Mobile Devices and Tablets: Research in Motion (RIM) Blackberry technologies; Apple iPhone; Apple iPad; Android Phones; Microsoft Surface
• Note: This list is not a comprehensive list of all technologies supported by the IT Service Desk. It shows only a representation of the IT environment
• Strong analytical, estimating and problem solving skills
• Excellent communication, interpersonal and collaboration skills
• Ability to present and explain technical information to diverse audiences
• Ability to be flexible, adaptable and learn new concepts quickly
• Ability to work effectively in a team environment with aggressive deadlines and multiple priorities
• Demonstrated understanding of ITIL processes, operations and procedures
• Experience with processes involving problem identification, recovery, escalation and resolution
• Able to function well in a fast-paced and adaptive environment
• Scientific Information Systems: UNIX-based ALW and Helix systems, Porpoise and Web of Science citation and literature searching services. Knowledge of UNIX and high performance computing systems
• Enterprise Systems: Plumtree's portal, ORACLE Financials, PeopleSoft, Netegrity Siteminder, and Eclipsys. specific systems include the, nVision, ITAS, DW, HR systems, PMS, NBS, CGE Travel, eRA, CRIS, NED, Client Login, TechTracS, Qlikwiew; NEES; NIDB; DDRMS; ServiceNow IT Service Management Tool, Spok toolset including scheduling and paging
• High school diploma or equivalent and 2 ? 4 years of prior relevant experience
• Mainframe Technologies: The client uses an IBM mainframe running the OS/390 operating system. DASD, MVS Redirect, RJE printing, VPS printing, DB2, TSO, ADSM and Wylbur. The Government will furnish training in SILK, a specific web server
• Email (messaging):email technologies include Blackberry, Central Fax Service, the MS Exchange Central Email Service, L-Soft Listserv, Office 365, Expertise in Outlook (including add-ons), Outlook Web Access (OWA), Mac OS X Mail, Entourage, web browser mail, and Pine clients; Listserv administration and management
• Enterprise Systems:Plumtree's portal, ORACLE Financials, PeopleSoft, Netegrity Siteminder, and Eclipsys. specific systems include the, nVision, ITAS, DW, HR systems, PMS, NBS, CGE Travel, eRA, CRIS, NED, Client Login, TechTracS, Qlikwiew; NEES; NIDB; DDRMS; ServiceNow IT Service Management Tool, Spok toolset including scheduling and paging
• High school diploma or equivalent and 1 ? 3 years of prior relevant experience
• Provide telephone support to end-user community on hardware, software and network related issues, questions and use
• Provide first level problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of problem
• Open, track and close trouble tickets
• Monitor service desk for tickets assigned to the queue and process on a first-in first-out based on priority
• Report issues to the service desk for escalation
• Ensure problem ownership and promote end-user satisfaction
• Track activities of field engineers to whom the ticket was assigned
• Document internal Help Desk procedures
• Experience working as a team player
• Excellent communication skills and possess the ability to manage assignments independently
• Good organizational skills and the ability to handle multiple tasks concurrently
• Strong decision making and problem solving abilities
• Experience working in a fast-paced and high energy environment
• Experience being flexible in response to changing requirements such as surges
• Experience supporting enterprise solutions from Department of Defense, Defense Health Management Systems Program Management Offices (DHMSM, DMIX and JOMIS)
• CompTIA A+ Certification, CompTIA Net+ Certification, CompTIA Security + Certification
• Bachelor’s degree in Computer Science or a related technical field and two (2) to four (4) years of related work experience required

Help Desk Specialist, Entry Level Resume Examples & Samples

• Address customers IT related issues, questions, and/or concerns in a Quick, courteous and accurate manner
• Generate and help to resolve Trouble Tickets for tracking problem resolution
• Install hardware and peripheral components such as monitors, keyboards, printers and disk drives on users’ premises
• Perform direct user support and issue resolution using a trouble ticket system
• Load appropriate software packages such as operating systems, networking components and office applications
• Provide telephone and in-person support to end-users
• Coordinate activities with other department level personnel
• Provide updates, status and completion information to manager and/or users, via voice mail, e-mail or in-person communication
• Assist in research and procurement of computer accessories and supplies
• BS or BA degree in a technical field with zero (0) to four (4) years of related experience preferred
• Security+ Certification preferred or completed within three (3) months
• Provide Tier I contact and incident resolution to customers with hardware, software, and application problems
• Enterprise problem resolution using established SOPs and Run Books
• Resolution of incidents during the first call or at Tier I
• Documenting incident status using incident management systems and database tools
• Support data transfer activities across networks and classification levels (cross domain)
• Prepare for and support Emergency Action Planning and preparation activities for a variety of scenarios
• High School diploma or GED and 3+ years of related experience in a Windows environment, call center, and/or service desk environment
• Working knowledge of computers, printers, laptops and common windows applications
• Currently possess a qualifying DoD 8570 Certification at IAT II with Continuing Education (CE) enrollment
• Currently possess a TS/SCI clearance

Senior Help Desk Specialist Resume Examples & Samples

• Helps coordinate with impacted mission partners and communicates outages and plans for recovery
• Communicates the status and any incidents or concerns to ESC staff, GDOs and other stakeholders
• Maintains documentation and SOPs

Help Desk Specialist, Principal Resume Examples & Samples

• Experience with service desk support, monitoring. and management tools (i.e., Siebel, E-requestor, Altiris, Remedy etc.)
• Experience with Microsoft Business Class Applications. MS SharePoint
• Experience in managing all phases of Enterprise IT Operations issue workflow in any Ticketing Service Desk Model
• Experience in planning and forecasting resource needs in DOMEX IT Service Infrastructure
• Experience in facilitating meetings to solicit feedback from users
• Experience in defining, acceptance criteria and coordinating and executing user acceptance
• Required certified DoD 8570 Level II IAT
• ITIL V3 Fundamentals trained

Shipyard Applications Help Desk Specialist Resume Examples & Samples

• Provide support for the applications to assist with customer issues and to monitor system performance and integrity
• Troubleshoot application issues and resolve and escalate to higher level for resolution
• Maintain application designator settings in accordance with application instructions
• Create and maintain system accounts including maintenance of system access records
• Perform Remedy Ticket recording and monitoring
• Troubleshoot reported application issues including but not limited to environment and data issues. Provide recommended corrective actions. Execute corrective actions as approved. Document issues, lessons learned, and corrective actions in the SDLC tools
• Perform as the interface to other agencies in the troubleshooting of various application related client/server anomalies and assist in the resolution of these problems
• Provide real time status of application, system and environment problems and outages as required
• Provide weekly reports and metrics of reported problems and resolution
• Monitor the IT Helpdesk software systems, proper Help Desk ticket routing and escalation of Help Desk calls, and responding to IT network emergencies
• Work with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
• Recommend systems modifications to reduce user problems
• Refer more complex problems to intermediate and/or senior level Help Desk Specialists
• Exhibit knowledge of IT Helpdesk policies and procedures
• Deliver consistently high quality customer service in a Help Desk environment with superior customer service skills
• Demonstrate strong communication skills and ability to interact effectively with customers on the phone and through email in accordance with IT Help Desk Service Level Agreements (SLAs)
• Understand technical issues and effectively resolve client IT software and hardware requests
• Strong verbal and written Communication skills
• Project management and problem solving skills
• Basic IT knowledge of hardware and software systems
• H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position; OR Associate's degree with 2 years’ experience in an IT or call center environment or Bachelor’s degree
• Typing skills 25+ words per minute Able to spend considerable time on the phone
• Excellent computer troubleshooting and problem solving skills
• Possess skilled abilities to customize an operating system
• Ability to install/configure “off the shelf” applications. Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.)
• Demonstrated ability to configure a PC for connection to a network using a common networking protocol
• Understanding of and has demonstrated the ability to use call tracking software and related tools for documentation of call center operations
• Understanding of and has displayed the ability to use knowledge base and other online solution resources
• Demonstrated ability to prepare new/used PC equipment for, and perform, a fresh (scratch) install of an operating system (manually, not from an image)
• Knowledge, training or certification in the following is helpful: HDI, itSMF, ITSM, ITIL. Knowledge or experience in remote access, multi-factor authentication and/or mobile device management (AIRWATCH) is also helpful

Help Desk Specialist Senior Resume Examples & Samples

• In-depth working experience of Windows XP, Windows 7 and Windows 2003 including: application installation, Active Directory and Organization Units
• Effective customer service skills, including oral and technical written communications
• Knowledge of data backup systems, principles, and safeguards
• Familiarity with Antivirus software and security settings
• Able to describe PC architecture and operation
• Familiarity with TCP/IP, switches, firewalls, routers, and their basic operation
• Must be able to lift up to 15 pounds
• Experience supporting DHS, Federal Civil, Intelligence and/or DoD Customers
• Ability to assist others in solving problems and working with them to implement the solution
• Basic skills or experience using trouble ticket systems
• Familiar with Unix operating systems to include installation, network configuration, and performance monitoring
• Experience with license managers in Windows and Unix environments
• Use of Windows Event Monitors in system analysis
• Four (4) or more years of administrative support experience required
• 4-year college degree or equivalent technical training (with High School Diploma or equivalent) preferred
• Mortgage Origination or Processing experience required
• General Networking and PC hardware support
• Microsoft Outlook, Windows 7 or higher, Encompass 360
• Ability to work independently and effectively organize, prioritize and accomplish multiple tasks
• Strong interpersonal and communications skills required
• Minimum software or applications experience required/preferred
• Minimum experience required using mobile technology
• Diagnose, resolve, and follows up on issues relating to various user concerns
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments
• Serve as a technical liaison to project managers
• Identify areas deserving attention in the technical support environment, and consults with management
• Ensure tickets are accurately documented and resolved in a timely manner
• Work after hours and at other NOAA facilities may be required periodically
• Associate's Degree plus 4 year's relevant experience required
• 8 years of relevant experience in lieu of degree
• Proven ability to lead a team
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Visio and Project)
• Must be highly detail-oriented
• Must be organized, timely, and customer service oriented
• Excellent oral and written communication and customer service skills
• Responsible for processing Service and Work Order Request (SOR and WOR)
• Construction of daily reports for Site Management
• Capable of learning a data entry system (MRO) and using all applications within the system
• Ability to communicate effectively with US Military
• Create and manage databases; excel spreadsheets, word documents, powerpoint
• Perform simple, routine, and repetitive administrative functions and complete routine reports and correspondence
• Must be Proficient in Microsoft Office Applications (Word, Excel, Power Point & Outlook)
• Must possess excellent English speaking and writing abilities
• Must have good organizational skills
• Must handle and manage multiple tasks
• Must be flexible with working hours
• Typically, two (2) to three (3) years of experience in an administrative position

O&M Help Desk Specialist Resume Examples & Samples

• Ability to identify, diagnose and resolve issues for users of various telecommunications services Strong customer service focus Knowledge of various telecommunications services and next generation mobility technology
• Experience in an IT help desk or service desk environment
• Understanding and experience in using an incident management system such as Remedy ITSM
• High level of written communication and documentation skills
• Skills to develop documentation for the team and user manuals for use by team members as well as for non-technical end-users
• Respond to helpdesk tickets according to our SLA
• Build and install new computer systems
• Troubleshoot and repair workstation hardware and software
• Support Tier 1 Shortel and voicemail Administration
• Troubleshoot remote users by phone
• Great service attitude
• Experience performing hardware and software upgrades
• Experience with phone systems a plus
• Active participant in team projects and contribution and able to work independently or in groups
• Ability to lift 75lbs

Help Desk Specialist, Meade Resume Examples & Samples

• Work with DISA customer to ensure the weekly and monthly reports provide the value desired consistently
• Support and classification of all incidents or requests including ticket creation, management, escalation and follow-up and technical assistance and support for the incoming queries and issues related to computer systems, software and hardware
• Take holistic approach to managing the DoDCAF's Help Desk services
• Ensure that all HD personnel are properly trained on the operation and management of VMware, Horizon View, and ensuring that all administrators can support remote customers
• Provide weekly and monthly status reports to DoDCAF leadership

Telehealth Help Desk Specialist Resume Examples & Samples

• 3+ years of experience with scheduling and managing Skype for Business video sessions for clients
• Experience with providing help desk support or customer service
• Knowledge of healthcare appointment scheduling and patient intake processes
• Ability to mitigate basic technology issues for providers and patients through managing a support line or system
• Ability to use and manipulate Web and mobile applications with ease and educate stakeholders on how to use these products
• Ability to work full time on the client site at Naval Hospital Jacksonville
• Active Secret clearance required
• BA or BS degree and 3 years of experience in a DoD environment or 7 years of experience in a professional work environment in lieu of a degree
• Experience with working in the healthcare sector or a hospital or clinic
• Experience with clinical training and business process flow
• Ability to work in a fast-paced environment, including working with various stakeholders such as doctors, nurses, patients, IT professionals, and administrative support
• Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems
• Provides phone and in-person support to users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications
• 1-4 years of relevant experience
• Ability to work independently or with a team
• Provide leadership and guidance to others
• Strong interpersonal skills to interact with clients from a business development andtechnical expert perspective
• Must be able to obtain government security clearance, per contract requirements (DoD Clearance Level: Secret)
• Manage Help Desk requests
• Provide frontline computer trouble shooting / problem resolution
• Process System Access requests
• Coordinate hardware repair
• Install and configure desktop computers and printers
• Perform administrative duties (ordering supplies, receiving of equipment, and
• Candidates must be US citizens or Green Card holders
• 2 years of recent relevant experience
• Bachelor’s Degree in Computer Science or related degree (experience can be substituted in lieu of degree)
• Proficient in Microsoft Office products
• Experience in ticketing systems strongly preferred
• Ensure a high level of end-user satisfaction through ownership, resolution and appropriate escalation of issues and support tickets
• Provide strong technical resource and senior escalation point for numerous technologies, including Mac, Linux, network, and mobile device issues
• Leverage and create tools and SOPs to improve team’s efficiency and productivity
• Manage relationship with vendors for service repairs, orders, and maintenances

Help Desk Specialist, Associate Resume Examples & Samples

• Monitor, track and prioritize assigned tasks and trouble tickets. Escalate where applicable
• Assist with incident routing and assignment
• Utilize CISCO Unified Provisioning Manager for VoIP telephony MACDs
• Issue, troubleshoot and maintain inventory of RSA security tokens
• Travel to other facilities, as required
• Perform other duties, as assigned
• HS & 4-6 years of experience
• At least two (2) years experience with Windows OS and Microsoft Office desktop support
• Experience with MS SCCM, MS SCSM, McAfee e-Policy, CISCO UPM and RSA security tokens
• May install software or perform hardware testing remotely
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• 5-7 years' experience required
• Basic ability to work independently and manage one's time
• Diagnose, resolve, and follow up on issues relating to various user concerns
• Associate's Degree from an accredited college or university required (at least four years of equivalent experience considered in lieu of degree)
• At least four (4) years of relevant experience required
• Organized, timely, and customer service oriented
• Adaptable, flexible and able to deal with ambiguity and change
• Experience supporting Windows 7 operating system, Office application suite, and other applications
• Mature approach with a focus on customer service, responsiveness, rapport- building, listening, and questioning skills
• Ability to effectively handle and troubleshoot most calls related to hardware, software, and basic network functions
• Persistence to pursue problems until they are solved
• Balance and good judgment to know when to ask others on the team or escalate the issue
• Staying up to date on the latest technologies which are part of the network you are assigned to support
• This will require independent reading and learning of technologies; utilizing the existing SOP's and manuals to learn the software and functional aspects, along with help desk procedures of the network is required
• Due to the high level of customer activity coupled with the requirements for quick, correct responses to end users, little mentoring and hands-on training will be available
• All hours worked must pertain to the specific position of supporting the customer at the Help Desk
• Required to work rotating on-call schedule
• Provides resolutions to out of the ordinary issues for users
• If unable to diagnose problem, will work with Systems Engineers to diagnose and resolve problem
• Responds to tier two and higher trouble tickets
• Ensures problem ownership and promotes end-user satisfaction
• Closes activities of tickets assigned
• Position requirements
• Minimum of two (2) years previous experience in a professional environment with solid phone support skills
• Minimum of two (2) years previous desktop support or call center experience
• Exceptional ability and knowledge of PC, laptop and printer hardware configuration, deployment and troubleshooting
• Security Requirements
• Providing excellent customer service and technical guidance in support of our Zale store managers and Jewelry Consultants as they serve our retail guests
• Taking calls from our stores, creating a trouble ticket, and documenting the incident
• Diagnosing the store issue and troubleshooting the software/hardware/peripheral problems
• Recommending a solution or resolving the issue immediately
• Escalating unresolved issues to appropriate resolving groups via trouble tickets
• High school diploma or equivalent is required; some college preferred
• 1-2 years’ technical Help Desk or Service Desk experience with demonstrated aptitude/skill in both software and hardware is required, to include
• Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
• Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
• If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket. If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with
• Assist users with account creation. accessing and using IT systems
• Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
• Receive, triage and route tickets to Tier 2 Help Desk according
• Analyze, log and track. issue and problem tickets related to Intel ink application
• Compile and organize data for monthly status reports
• Provide trend analysis and metrics to the Government based on gather data and monthly status reports
• Provide daily written and oral communications, make recommendations for improving documentation
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Update and maintain the Help Desk Handbook to stay consistent with current processes and
• Provide recommendation to the Government on issues/problems identified and reported in trend analysis
• Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
• Three (3) years demonstrated Help Desk experience
• Assist users with account creation, accessing and using IT systems
• Analyze, log and track issue and problem tickets related to Intel ink application
• Provide daily written and oral communications, make recommendations for improving
• One (1) year demonstrated Help Desk experience

Help Desk Specialist for Abis Resume Examples & Samples

• Bachelor’s degree in a Technical, Math or Business discipline from an accredited college or University is required with One (1) year demonstrated Help Desk experience; Associates degree and Two (2) years of Help Desk experience
• Three (3) years’ experience may be substituted for a Bachelor’s degree
• Working Knowledge and experience with Remedy
• Working Knowledge and experience with Active Directory
• Current DoD 8570.01M certification (e.g. A+ CE or Security CE+)
• ABIS experience

Senior Help Desk Specialist for Abis Resume Examples & Samples

• Bachelor’s degree in computer science (CS), information systems or equivalent technical degree
• 5+ years of experience with installing, configuring, and maintaining operating system workstations and servers
• 5+ years of experience with Systems Administration
• Experience with routers, switches, and network fabric
• Microsoft Certified System Engineer or MCITP credential in both Microsoft Windows Server 2003 and 2008 or infrastructure environments
• Cisco Certified Design Associate (CCDA) or Cisco Certified Network Associate - Routing and Switching (CCNA)
• ), or equivalent work experience
• Or equivalent combination of education and experience
• Must have demonstrated experience in technical workflow automation, troubleshooting, problem solving hardware and software issues, and reporting using a problem ticket reporting system (for example, ServiceNow or Jira)
• Intermediate to advanced knowledge of commonly used concepts, practices and procedures within Microsoft Windows Server, Active Directory, Exchange Server, and mobile device management solutions
• Understanding of domain/corporate IT environment including PC/Laptop setup and multi-function printing, including intermediate knowledge of network technologies (LAN, WAN, wireless) and VPN clients (Cisco)
• Must have excellent written communication, oral communication and client interface skills. Must be an excellent team player and capable of interacting with a variety of technical co-workers, vendors and clients
• Technical Help Desk Experience
• Experience with Windows 7 and 8
• Experience with Internet Explorer 8, 9, 10, 11
• Strong Microsoft Office 2010/2013 skills
• Experience with Voice over IP Telephony systems
• Strong verbal communication skills
• The Help Desk Specialists install, upgrade and maintain desktop and portable computer hardware, software, printers and associated equipment including Blackberry Handheld devices
• Help Desk specialists use the automated trouble ticket systems to record actions taken to resolve and provide technical assistance to DMA end users
• Help Desk Specialists assist with user password issues and access, ensure security compliance and accountability in system access and supports other user issues using documented standard operating procedures and in accordance with DMA best practices

Service Desk / Help Desk Specialist Resume Examples & Samples

• Ensure incoming IT support calls are recorded accurately
• High School diploma or GED and three years of experience in Microsoft Windows based enterprise environment with call center or service desk experience
• Minimum DoD 8570 compliance IAT II – (GSEC, Security + CE, SSCP, or CCNA-Security)
• A+, Network+

Help Desk Specialist, Biometric Watchdesk Resume Examples & Samples

• Monitor unclassified as well as classified networks for the upload of biometric files and images to be manually submitted
• Manually transfer biometric files, biometric images, and response files from one domain to another
• Perform a two person review as well as a “dirty word search” on all cross-domain transfers from the classified network to the unclassified network
• Answer user questions concerning biometrics, transactions, family-of-systems and other user inquiries
• While working closely with the System Administrators, monitor system health and the current operational status of the biometrics repository(s)
• Identify and correct, as able, files that error in the repository(s)
• Categorize all Watchdesk submissions and follow industry-leading processes and established work flows for problem resolution
• Write and update standard operating procedures for common and recurring Watchdesk tasks
• Submit work flow documentation to the Government for review and approval and unresolved items that affect the design of the DoD system to the system Change Control Board for consideration
• Utilize government provided automated tools to the maximum extent possible to capture trends, trouble call resolution status and track metrics to operate and maintain the 24x7x365 day Watchdesk
• Generate both standard reports as well as ad hoc reports for specific customers or for all submissions
• Remove biometric records from the repository(s) with proper Government approval and keep a record of the removal
• Ingest the Watchlist into the database for updates on a routine basis
• Provide the Government with a monthly Biometrics Watchdesk Metrics Report that identifies and tracks trouble calls, call resolution and other watch desk metrics
• Review and analyze data to identify trends and provide recommendations for improvements and training as part of the Biometrics Watch Desk Metrics Report
• Use existing automated help desk tools and continually assess new automated tools that can provide improvements to both users and the DoD authoritative biometric repository operations
• Handle sensitive and confidential situations with demonstrated poise, tact and diplomacy
• High school diploma or equivalent with 4+ years of related help desk experience
• Experience with a variety of computer software applications such as Microsoft Word, Excel, Access, and PowerPoint
• Knowledge of the DoD biometrics environment, customer knowledge base, data, domain knowledge, and policies to operate and maintain 24x7x365-day Watchdesk service operations of all DoD biometric systems submitting to the DoD authoritative biometrics repository(s)
• 2) Experience with troubleshooting Windows 7 and MS Office 2010
• 3) Experience with Active Directory (adding/deleting user profiles)
• 4) Ability to troubleshoot Citrix issues
• Provide first line support for any information technology issues and problems
• Identifies, researches, and resolves technical problems
• Document all troubleshooting steps within trouble ticket
• Perform password resets
• Support desktops, laptops, tablets, smart phones and applications
• Escalate critical incidents to Help Desk Manager
• Escalate fully documented problems as required to Tier 2 and support teams
• Act as a liaison between customers and Tier 2 teams
• Quickly and accurately determine incident scope and impact
• Follow up on tickets at pre-defined intervals until resolved
• Manage staff availability to provide support coverage for multiple locations across continenttal US
• Assist with development of processes and procedures to improve delivery of IT support
• Assist with evaluation and selection of IT support tools and resources
• Monitor, track and prioritize assigned tasks and trouble tickets
• Analyze metrics and balance workload for the team
• Resolve complaints and manage customer feedback to promote end user satisfaction
• Provide additional Tier 1 and Tier 2 support
• Ship/deliver IT equipment (must be able to lift up to 50 lbs)
• At least five (5) years management experience
• At least five (5) years experience with Windows OS and MS Office support
• At least five (5) years experience in a service desk environment managing and resolving incidents/service requests
• Bachelors degree and 6-8 years of related experience or 8-10 years in lieu of degree
• Experience with Microsoft System Center applications (SCCM, SCSM, SCOM)
• Experience with IT Service Management Tools (Remedy, ServiceNow, etc.)
• Experience with ISO 20K Service Management (Incident, Problem, Change, etc.)
• Experience supporting VPN connectivity
• Experience with networking, including DHCP, DNS, IP reservation
• Experience with Windows Server 2003, 2008 and/or 2012
• Experience with mobile device support/management
• Working knowledge of LAN and WAN topologies and architecture
• Working knowledge of Server and PC operating systems - such as Windows 2008 and 2012, Windows 7 and 10
• Experience configuring, implementing, and supporting MS Office 2007/2010/2013, anti-virus, back-ups and other various desktop applications
• Working knowledge of PC hardware and components including processors, mother boards, accessories, cards, peripherals
• Understanding of workstation installation, configuration, administration, troubleshooting, performance tuning, preventative maintenance
• Knowledge including installation, and troubleshooting of Microsoft Office products, Adobe products, AntiVirus, Security Certificates, VPN, and mobile devices
• Understanding of internet standards such as - DNS, SSL, DHCP, SMTP, SNMP, DFS and other protocols
• Excellent verbal and written communication to all levels in the organization
• Ability to interface with the public, technical and engineering personnel in order to discuss issues pertaining to problems, purchases or technical specifications
• Must be a self-starter and motivated to see projects through to completion
• Must be process driven
• Must be familiar with ITIL framework
• Microsoft /Cisco/VMware/ITIL certifications
• 5 yrs information technology experience
• High School, Associates Degree or Technical School education
• Certifications from recognized programs that indicate mastery of systems, tools, and techniques relevant to the assignment may substitute for some experience
• Strong MS Office skills
• Ability to think independently and know when to elevate issues for help
• Attention to detail and accuracy in work produced; follow up strength to ensure customer satisfaction

It-help Desk Specialist Resume Examples & Samples

• Strong customer service skills including verbal and written communications
• Superior time management skills, including sense of urgency and proactive approach
• Strict adherence to professional ethics
• Abilility to work independently and in a team environment
• Ability to work on and successfully complete multiple projects at the same time
• At least two years of relevant technology experience in related technical environment preferred
• Strong knowledge in Microsoft Office desktop application software
• Bachelor’s degree in Computer Science or related degree
• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
• Please view Equal Employment Opportunity Posters provided by OFCCP here
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information
• Help ensure a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets; maintain proactive and timely communication with customers via multiple mediums (voice, tickets, email, IM, walk-ups)
• Manage small projects and provide technical leadership to junior Helpdesk technicians
• Act as strong technical resource and senior escalation point for Cisco Unified Communications Manager, including Cisco Voice and Jabber Client integration on multiple operating systems
• Develop tools to improve helpdesk efficiency and productivity
• Develop and document processes and procedures for improving efficiencies and decreasing response times
• Ability to work independently as well as part of a global team
• Experience as a customer advocate
• Well-organized self-starter
• Ability to deliver on time
• Ability to manage multiple tasks with minimal supervision
• 2+ years experience maintaining multiple operating systems, hardware and packages
• 4+ years experience in a customer-driven, results-focused Operations environment
• 4+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware
• 3+ years experience administering network and collaboration tools
• Proven record of creating policies, procedures, and technical documentation
• Demonstrated history of working on multiple projects simultaneously
• Team-first attitude and strong interpersonal skills
• 2+ years experience maintaining Cisco voice products, endpoint troubleshooting and Real time monitoring
• High level of competence with Cisco Unified Communication Manager and associated tools
• Knowledge of bulk account management, device and user management and creation
• Strong knowledge of networking fundamentals and protocols (CCNA Voice or equivalent level of experience)
• Strong knowledge of Microsoft Active Directory
• Providing phone support to users of legacy business applications by serving as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, etc. problems
• Establishing, configuring and administering all customer accounts for the internal systems including administrative support regarding user accounts and privileges for legacy business applications
• Monitoring a Remedy service account for trouble tickets created and forwarded by external agencies such as DHS Service Desk
• Coordinating with application developers and testers to identify and assign issues to the proper team for research and resolution
• Tracking all trouble tickets through resolution
• Providing periodic reports to Information Technology Division management, including metrics on quantity of trouble tickets, time to resolution, etc
• 1) provide technical assistance and support for incoming queries and issues related to customer systems
• 2) respond to queries either in person; via written communication; or over the phone
• 3) coordinate access control to the systems and maintain access control documentation
• 4) ask questions to determine nature of the problem
• 5) walk customer through problem-solving process
• 6) track requests from query to completion and provide monthly statistics
• 7) follow-up with customers to ensure issue has been resolved
• 8) work cohesively with development team to troubleshoot issues
• Diagnose, research and resolve technical issues relating to various user concerns
• Utilize standard technology such as telephone, email, and web browser to complete work tasks
• Document, track and monitor technical problems to ensure a timely resolution
• Record daily activities and transactions by documenting details of inquiries, incidents, comments and action taken
• Receive and track the trouble tickets and assign them to a technical specialist
• Associate's Degree from an accredited college or university required, equivalent experience considered in lieu of degree
• At least two (2) years of relevant experience required
• Experience in Customer Support or Call center support required
• Knowledge of and the ability to monitor logs and scheduled events, and report on problems/anomalies
• Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
• Ability to work well under pressure and to meet deadlines as needed
• Ability to remain in a stationary position for an extended period of time
• Experience with and/or ability to use call center telephony equipment
• At least 4 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
• PC/workstation hardware
• PC/workstation software
• Hand-held device software

Senior Unix Help Desk Specialist, Tier Resume Examples & Samples

• Bachelor's degree and a minimum of nine (9) years of related experience or additional work experience in lieu of a degree
• Solid Unix skills with a focus on customer service
• Working experience with the IGC tool suite (Informatica, Teradata, WebLogic is a plus
• Linux scripting and/or Python
• Experience with troubleshooting and problem solving
• Basic SQL, ETL, Business Objects and understanding IGC architecture are a plus
• Troubleshoot and resolve application and infrastructure problems that impact the functionality of IGC to include troubleshooting the IGC tool suite
• Diagnostics, isolation and referral of COTS related problems
• Perform system configuration changes
• Coordinate with Level I and Level III Help Desks and track level II tickets through closure
• Exercise Control Management responsibilities include activating required exercise feeds to support the specific exercise requirements in coordination with USTRANSCOM J3 Directorate
• Monitor exercise status and coordinate with exercise data providers and IDE
• Establish user account permissions to access exercise data
• Perform patching of ticket management system and perform Remedy System Administration
• Three to Five (3-5) years of experience required with at least 4 years of experience using Remedy
• Execute scripts, answer calls, troubleshoot/resolve/and or escalate technical issues, open and close tickets, correlate events and incidents for management of Information Technology Services
• Five years’ experience in Information Technology required including at least 3 year of customer service experience in IT
• Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks
• Operates with appreciable latitude in developing methodology and presenting solutions to problems
• Contributes to deliverables and performance metrics where applicable
• High School diploma and Security + Certification
• Experience with both Mac and PC Environments
• Good Customer Service Skills
• Advanced desktop support skills
• MS Office 2013
• Setting up and supporting conference rooms
• Add/remove computer to domain
• Add/remove users to computers
• File sharing
• Print sharing
• Windows XP SP310.7, Windows 7 configuration, maintenance
• Patch management
• Application level troubleshooting
• Knowledge of LAN/WAN infrastructure
• Operating System
• Computer hardware
• Assisting users, user support and vendors at tier 1, and 2 levels as required by the issue
• Analytical thinking and problem solving

Com-f Junior Help Desk Specialist With Secret Clearance Resume Examples & Samples

• Provides technical support to users for basic computer related technical problems. Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue
• Experience with solving computer-related problems
• Customer Service Experience required
• Experience with Call Tracking System required
• A+ certification required
• Experience with the following desired
• Answers Service Desk phones in a timely and efficient manner. Answers phones quickly and responds to the caller in a professional manner
• Enters, updates, and closes calls in Magic call tracking system. Opens a new call record describing the problem for each new call received. Updates and closes open calls when the problem is resolved
• Places hardware service calls when appropriate. Accurately determines when hardware service is required and place calls to service vendors describing the failure and the steps taken to determine the failure
• Follows up with our restaurants and service vendors to ensure prompt service delivery
• Practices clear, correct verbal and written communication skills with our users and service organizations
• Resolves most non-maintenance problems with an accurate knowledge of system procedures and tools
• Demonstrates teamwork with Senior Specialists, the Support staff, and upper management. Communicates and follows through on any job or task assigned by second level support staff in a timely and accurate manner. Keeps management informed of important issues and follow proper escalation procedures
• Maintains a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to help our callers. Practice excellent customer service skills
• Keeps abreast of the latest hardware and software developments offered by Restaurant Systems. Establish a thorough knowledge of the systems and procedures used by all concepts
• Experience using standard word processing and spreadsheet software
• Excellent communication skills - written, oral and telephone
• Strong analytical skills & detailed oriented
• Strong organizational and follow-through skills
• Ability to handle multiple tasks in a fast paced environment while using sound judgment to make accurate, efficient decisions
• Must be flexible to work nights/weekends in a 24 hour/7 days a week operation
• Bachelor’s Degree in Computer Science, Information Technology or related field

Senior Help-desk Specialist Resume Examples & Samples

• Provide customer support, deskside support, network operations and troubleshooting
• Assist with IT asset management, software installation, and testing
• Provide systems engineering, training, VIP support, mobile device support, and after hours support
• Provide OCONUS location support to Guantanamo Bay Cuba and coordinate through the NCR technicians' onsite at OMC
• 7+ years of IT support desk experience
• 7+ years of Windows administration experience
• 7+ years of project management experience (NOT REQUIRED)
• 3+ years DOD experience
• Windows 7 (Experience supporting Classified workstations)
• Active Directory (Manage users, groups, and workstations.)
• Configure network file permissions
• Knowledge of VTC and other video technologies
• Ability to travel to GTMO (Cuba)
• Microsoft Certified IT Professional (MCITP), MCP, or MCTS
• CompTIA Security+
• Some experience with CaseCatalyst 13, Dragon, ForTheRecord (FTR), Concordance Image, TimeMap8, and CaseMap
• Assists with technical support issues and responds to all problems in a timely, courteous manner
• Troubleshoots, isolates, documents, and resolves problems reported by users; organizes problem resolution based on type and severity of outage
• Informs users of progress and recommends method to eliminate multiple calls on previously reported problems
• Identifies problem trends and makes recommendations to management in order to minimize ongoing issues
• Assists with hardware and software installations
• Builds and maintains PC systems; performs quality analysis and follow-up
• Sets-up and deploys company mobile devices; troubleshoot sand resolves mobile issues
• Assists with 1st and 2nd level support after normal business hours for all critical network systems
• Identifies and differentiates between hardware and software problems to assist with problem identification and resolution
• Initiates network troubleshooting and determination of appropriate escalation path
• Communicates accurate technical information to management, support staff and users
• Deploys and troubleshoots issues with VoIP Telephone system
• Resolves and works proactively on virus issues and initiatives
• Responds to a rapidly changing technical environment and the requirements of the user community
• Keeps current and knowledgeable on all corporate approved software, as well as general technological advances
• Manages projects as assigned by the Helpdesk Manager
• 2 - 4 years related work experience, minimum of 1 year experience in microcomputer hardware and peripherals repair and maintenance with previous exposure to a Microsoft network environment preferred
• Provides Help Desk support during routine work hours
• Receives calls from customers, analyzes their needs, enters respective caller details into a trouble ticket system, provides follow-up on unresolved tickets after a designated time frame
• Maintains basic level of technical skills required to provide customer support
• Prepares standardized and specialized reports using the trouble-ticket system
• Assists in preparing standardized procedures to common customer problems
• Provides phone and in-person support to end users on a variety of Information Technology related issues
• Documents and tracks the details of the problem, both status and resolution, within the help desk tracking application
• Follows through and communicates with the user while working the problem and ensures successful and timely completion of the problem
• Provides assistance with division office moves
• Administer user accounts for several different computer systems
• Completes work orders
• One year certificate from college or technical school; or three to five years related experience and/or training; or equivalent combination of education and experience
• Must have extensive experience with Microsoft Windows 7/8 Operating Systems, Microsoft Active Directory, Microsoft SMS/SCCM, Microsoft Exchange 2007/2010, Microsoft Lync, Microsoft Print Services, Microsoft Office 2010/2013, Microsoft Forefront Virus Protection, Citrix Metaframe functionality and ICA clients
• JDEdwards experience preferred but not required
• AS/400 experience is a plus
• Experience with Radmin/VNC/Dameware or other remote connectivity software a plus
• Experience with Zeacom, Capterra, Aspect or other call center IVR software a plus
• Windows phone support
• Experience with Avaya IPO/PBX a plus
• A+ and/or MCICT,MCITP , MCP, MCDST, XP/MCP certifications, Dell Hardware (laptops, desktops and printers) not required but a plus
• Must be able to work in a computer data center or around several running computers
• Must be able to troubleshoot computer components

Mid Level Help Desk Specialist Resume Examples & Samples

• Oversee the daily performance of computer systems and networks
• Respond to requests for technical assistance in person, via phone, electronically. Advise user on appropriate action
• Detects, isolates, documents, quickly reports, and resolves system outages, or problems encountered during operations, which includes the collection of diagnostic data, restoring the system operation, development of workarounds, and other activities necessary for recovery of a system
• Specify users and user access levels for each system
• Diagnose and resolve technical hardware and software issues
• Approve, schedule, plan, and supervise the installation and testing of new products and improvements to computer systems
• Coordinate deployment of workstation software, communications services and equipment, server replacements and upgrades, and other IT changes
• Plan, coordinate and implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure
• Follow standard help desk procedures
• This is a grade/level E02 position which requires a BS Degreeand 2 years OR possess the equivalence of 10 years direct experience in lieu of a degree
• Computer System maintenance and troubleshooting
• Knowledge of system and network performance monitoring
• Knowledge of relevant problem tracking applications
• Comprehension of customer service practices
• Follow processes and procedures for resolving system anomalies
• Problem analysis
• Verbal and written communication skills, including maintenance of detailed problem tracking information
• Must have a current DODI 8570.01-M IAT Level I Certification or must obtain the certification within first 60 days of employment
• System administration experience to include UNIX, Linux, and Windows platforms
• Knowledge and understanding of Enterprise Management Systems to include HP SM9
• Certification from Help Desk International
• IP address management
• Maintain User workstations consisting of Windows 2000/XP, Office 2000/XP/2003. Knowledge of additional software a plus
• Maintain Cisco Routers and switches used for network connectivity
• Use of in house Audio Visual System, to include setup of presentations from external sources
• Setup and maintenance of Phone system
• Provide Web site support and limited connectivity to other JT&E Programs
• Setup/Maintain Office printers/copy machines
• Operate/maintain Defense Message System (DMS)
• Answer Help Desk line and respond to customer requests
• Knowledge of the JT&E Program
• Web page development
• Understanding of Security Procedures for Classified storage and information dissemination
• Brightstor Arcserve Backup
• Cisco Router and Switch Configuration
• Additional Software required by the programs.. Adobe Office Suite (Photoshop, InDesign, Acrobat), Corel Draw, WinZip, Netscape, Symantec Anti Virus/Mail Security for Exchange. * Understanding on Email Gateway configuration as well as Front End/Back End Exchange Configurations
• Oracle Server setup and maintenance (physical hardware, not running the actual Oracle Database)
• Joint duty or active participation in a joint duty assignment is a plus
• Provide first contact and incident resolution to customers for incoming requests and issues related to software, hardware, and business applications
• Diagnose and resolve technical hardware and software issues via phone, electronically, or in person
• Monitor help desk tracking system for new requests, escalate requests when applicable, and assign tasks to appropriate help desk members
• Promote customer self-help capability by creating newsletter articles, FAQs, job aids, technical documentation, and training materials
• Prepare and present training, demos, and drop-in sessions
• Provide documentation for requests, issues, and resolutions
• Propose verbal and written recommendations and solutions to IT issues through research and personal knowledge
• Understand IT project timelines and clearly articulate project goals
• Prepare and report help desk metrics to management
• Research and evaluate new products and technologies that are of interest to the IT department or OSA community
• A Bachelor’s or Associate’s Degree in technology OR equivalent education in related field plus 2 years of hands-on work experience in the IT industry
• Current working knowledge of computers, printers, laptops, Windows OS and common windows applications
• Proficiency in Microsoft Office Suite
• Strong customer service and communication skills
• Ability to communicate effectively, both orally and in writing, and ability to communicate complex technical concepts to IT and non-IT audiences
• Excellent inter-personal skills and ability to work independently and as part of a team
• Two to five years of experience on multiple platforms
• Familiarity with KACE, SharePoint, Checkbox Online, or similar products
• Demonstrated ability to build effective relationships across diverse internal and external groups
• High potential for strong and immediate contributions
• Responding to and diagnosing problems through discussion with users
• Ensuring a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
• Supervising operation of help desk and serves as focal point for customer concerns
• Providing support to end users on a variety of issues
• Responds to telephone calls, email and personnel requests for technical support
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Recommends systems modifications to reduce user problems. - Will respond to moderately complex or non-routine user questions on a variety of systems issues
• Document problems and resolutions through a tracking program
• Supporting shift work
• Minimum one year supporting help desk activities; responding to moderately complex or non-routine user questions on Solaris-, UNIX-, and Windows-based computer systems
• 2+ years related experience
• Experience using a problem tracking program, for example, Remedy or Service Now
• Experience supporting Intelligence, DoD, or DHS Customers
• Experience supporting applications in a virtual environment
• Experience working with an Agile development team
• Basic network engineering and configuration experience

Email Help Desk Specialist Resume Examples & Samples

• High school diploma or equivalent; 2 years of college preferred
• Strong analytical skills and ability to apply those real-time
• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
• Excellent problem solving and decision making skills
• Excellent oral and written communication skills and interpersonal skills
• Dependability regarding completion of assignments and attendance
• Strong knowledge of customer care processes and techniques
• Dedication to providing exceptional customer service
• Self-motivated to achieve greatness in a fast-paced work environment
• Knowledge of golf and tee times distribution preferred
• Providing remote tier 1 & 2 IT hardware and software support to restaurants, regional office and regional users
• Ensuring IT issues are escalated to the appropriate level IT Support team members when necessary
• Obtaining end-user information and logging all incoming calls and emails into appropriate ticketing system
• Working a dynamic schedule through an on-call rotation process seven days a week
• Ensuring restaurants and regional users are completely satisfied with IT support services
• Serving as point of contact for other members of IT
• Following up on open issues via phone, email or ticketing system
• Attending monthly store visits with local Regional IT Support Specialist/IT Support Manager
• Participating in educational opportunities and obtaining job related certifications
• Have excellent customer service, organization, and communication skills
• Possess strong process management skills
• Understand software, hardware, telephony and connectivity
• Have an A.A. in Computer Science, or an equivalent in education and experience, with six (6) months or more experience in a help desk environment; A+ certification and HDI certification preferred
• Be able to acquire data, multi-task, work independently and focus on objectives while being detailed oriented
• Possess strong problem solving skills
• Have experience with issue management and facilitation
• Enjoy minimal travel
• Previous experience working in a help desk/technical atmosphere required
• Intermediate technical PC skills including knowledge of operating systems, networking, and/or hardware required
• Knowledge of mobile devices and 'shrink wrap' technology preferred
• Must be detail oriented and have strong communication, customer service, analytical and problem solving skills
• Ability to maintain confidentiality is essential
• 2+ years related work experience required
• Associates Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification. Prior Army or Army Recruiting experience is a plus
• Knowledge of ISO/ITIL processes and documentation standards a must
• Secondary certification relative to the Computing Environment (A+, Microsoft)
• Basic Hardware and software troubleshooting
• 2 years’ experience providing PC troubleshooting and desktop application assistance over the phone
• Experience providing end-user computing support for Microsoft Windows XP, Vista, and Windows 7
• Associates degree or equivalent work experience
• Experience using remote desktop technologies to provide remote end-user assistance
• Experience with system imaging technologies and file system partitioning tools
• Experience providing end-user desktop support for Apple hardware and the Mac OS X operating system
• Experience with remote software distribution technologies for Windows operating system. (e.g., AD published MSI files, WSUS, SCCM, Live)
• Previous work experience supporting Microsoft Windows in a corporate or academic environment
• Previous experience supporting Linux desktops
• Previous experience supporting Mac OS
• Recent Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Certified Technology Specialist (MCTS)

Tier, Help Desk Specialist Resume Examples & Samples

• 1+ years of helpdesk/systems experience (Required)
• 1-3 years experience and an A+ certification. Tier 1 support
• A+, Network+, or Security+ certification (Required within six months of hiring)
• Master’s degree and 5 years of experience, Bachelor’s degree and 7 years of related experience, or High School and 11 years of related IT experience
• Must have at least 5 years of experience in providing Help Desk support in an MS Windows environment: Troubleshooting call-in, desk-side, and server-side IT hardware and software problems; developing related procedures and knowledge base; coordinating and performing activities for operating system and server refreshment projects; providing training on newly implemented technologies and systems
• Must be a US Citizen or US Permanent Resident (Green Card holder)
• Must be able to obtain and maintain a US Position of Public Trust
• Microsoft MTA, MSCA, and/or MCSE certifications
• MS-Office Suite expertise
• HP-Service Manager familiarity
• Customer management skills
• VMware familiarity
• Gathers data and provides basic troubleshooting techniques for all computer software and hardware issues
• Ability to apply basic analytical skills and present facts to ensure proper problem determination
• Resolves all basic technical support issues, tracks and documents pertinent information in a timely manner according to Standard Operating Procedures
• Utilizes available tool set to monitor, identify and resolve basic problems
• Escalates issues within Service Level Agreements, follows up and updates customers on status inquires
• Partners with ICT and business contacts and effectively communicates relevant ICT company related matters to ensure rapid resolution
• Emits a positive, enthusiastic service attitude at all times and understands how to handle difficult situations using proper discretion and respect
• Complies with all specified department, unit and Help Desk Best Practices processes, goals and metrics
• General understanding of the various lines of business within the Crawford entity, their function and importance to ensure solutions align with business needs
• Upholds the Crawford Code of Business Conduct at all times
• May be required to be the designated on call person to handle problems after normal business hours/and or during weekends utilizing a pager or cell phone as well as schedule change assignments
• Participates in special projects or performs duties in other areas as requested
• Operate as the first contact for all internal technical support requests via email, phone & in person
• Respond to requests from staff requiring assistance with issues relating to desktop computing and telephony on both Macintosh and Windows (80/20) workstation hardware and software, application support, and connectivity issues
• Full Microsoft Office 365 service administration including; OneDrive, SharePoint, Exchange, Groups, Mail, Calendaring
• Administer file services both locally and in cloud services
• Video conferencing, desktop and softphone configuration and deployment.Inventory and procurement hardware and licensing
• Remote administration via online tools to deploy software applications and technical solutions
• Printer configuration and support
• Assist coordination of office renovations and new builds
• Work as part of an international team of “Solutionators” to provide top tier technical and customer service to our community of incredible staff spanning the globe
• Ensures staff are kept informed of time delays associated with the problem resolutions, the nature of the problem or the volume of outstanding issues requiring resolution
• Meet with IT management on a regular basis to discuss, evaluate, and implement any change to services that may be required
• *QUALIFIED APPLICANTS MUST HOLD APPROPRIATE CITIZENSHIP OR DOCUMENTS PERMITTING THEM TO RESIDE AND WORK IN CANADA***
• Two years experience in customer service / help desk related position
• A+ or Network+ required
• Comptia Security+ required 180 days after hire date
• Bachelor's Degree (or internationally comparable degree) – Preferred
• Bachelor’s Degree (or internationally comparable degree) – Computer Science or a related field - Preferred
• A+ Certification – Preferred
• Experience with Networking Technology – Preferred
• A minimum of 2 years customer service experience in a client service or help desk environment (equivalencies may be considered) – preference will be given to candidates with banking or financial experience
• Working knowledge of the Bank’s core systems, desktop and user applications (Temenos T24, Windows 7, Office 2010)
• Strong experience in ticketing systems (i.e. ServiceNow, Remedy, FrontRange)
• Aptitude for information technology and a strong desire to learn
• Provide end users with quality support by providing first level incident resolution, including moderately complex issues requiring analysis and in-depth systems and application knowledge
• Accurately record all incidents in ServiceNow and escalate where required
• Provide support to Help Desk Specialist I with resolution of tickets/issues
• Administer user accounts and groups, including but not limited to Temenos T24, Active Directory, Exchange, Doxim, Sun GL and WAVE
• Assist with documenting and maintaining knowledge base articles/documentation for support staff and end users
• Assist with relatively simple projects involving Banking Operations, Infrastructure Operations, End User Computing, Application Maintenance Support and Service Management
• Working knowledge of fundamental operations of relevant software, hardware and other equipment (Windows 7)
• Knowledge of service desk ticket tracking applications (Microsoft System Center Service Manager)
• Knowledge of virtual desktop environments a plus
• Knowledge of network printer support a plus
• This position requires a Top Secret clearance, with the employee clearable to SCI w/ Counterintelligence Polygraph
• Experience working in an environment with multiple networks of varying classification
• CompTIA Network+ Certifications
• 1+ year of Help Desk experience
• College Degree in a related field
• Working knowledge of SharePoint
• Microsoft Office/Suite proficient (Access, Excel, etc.)
• Experience supporting a Retail corporation
• High school diploma or general education degree (GED) required
• Excellent customer service, interpersonal, and organizational skills
• Ability to work in a fast paced changing environment
• Good analytical and communication skills, sound judgment, and the ability to work effectively with customers and other IT staff
• Must be dependable, reliability, and a self-starter
• Must be a results oriented, team player
• Excellent decision making and problem solving skills
• Understanding of Windows based applications
• Familiarity with relevant Operating Systems, Microsoft products, and Networking
• Experience with Internet Explorer, Google Chrome, and Mozilla Firefox browsers
• Ability to recognize priority issues and escalate accordingly
• Translate technical terms into non-technical language when working with customers
• Understanding of computer terms and acronyms
• Ability to learn, document, and train new processes and procedures
• Experience with Peregrine Service Center, Heat or similar ticketing systems
• Experience with printers, Desktops, Laptops, Tablets, and other Smart Devices
• Daily work hours - Monday through Friday 9:30AM - 6:00PM
• Bachelors degree in Computer Science or Management Information Systems, or similar discipline preferred
• 2 - 3 Years' experience in providing end user technical support
• Willing to work shift rotations until 9:00PM, Saturday 8:00AM - 2:00PM, and Holiday hours as needed

Operations Help Desk Specialist Resume Examples & Samples

• Demonstrates a technically proficient technical knowledge in the functionality of several of the following products
• Analysis and reconcilement of various reports daily; online banking, funds transfers, etc
• Maintains a good working relationship with bank employees. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization
• Additional duties as required
• 2-5 years: Specialized experience, specifically in banking: operations, retail, branch operations, balancing, reconciling
• 2-5 years: General experience
• Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements at a moment’s notice, sometimes in very stressful situations
• Provide desk-side information technology support to U.S. Army war- fighter customers/users at a military installation
• Must correspond professionally and promptly with co-workers and supervisors, in person, verbally and in writing
• Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others  
• CompTIA Security+ certification earned before 2011 with enrollment in their Continuing Education program OR a CompTIA Security+ certification earned on or after 1 January 2011 with automatic enrollment in their Continuing Education program AND at least one additional related computing environment (desktop OS) certification. Examples: MCITP (Enterprise Desktop Support Technician), A+, MCDST, MCP or HDI Desktop Support Technician

POS Help Desk Specialist Resume Examples & Samples

• Good troubleshooting and diagnostic skills are a must
• Basic knowledge of PC hardware, SQL and networking is preferred
• Ability to work some evenings and weekends and to travel to stores
• Must maintain a current, valid driver’s license
• A+ certification or other PC certificates helpful, but not required
• Prior Help Desk Support is also helpful
• Manage small projects and provide technical leadership to Helpdesk administrators
• Provide a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets; maintain proactive and timely communication with customers via multiple mediums (voice, tickets, email, IM)
• Act as a strong technical resource and escalation point for multiple technologies, including Mac and Linux desktop systems
• Extensive Experience as a customer advocate and Technical Lead as part of a global Help Desk staff
• Experience supporting a high tech and software development environment
• 5+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware
• 4+ years experience maintaining Linux operating systems, hardware and packages
• 3+ years experience administering Mac\Windows client operating systems and packages
• High level of competence with Mac OS, Windows and Ubuntu Linux operating systems
• Knowledge of packaging, scripting and automation
• Strong knowledge of networking fundamentals and protocols (DHCP, DNS, HTTP, basic switching)
• Microsoft, Linux and Mac Certifications are desirable but not essential – actual on-the-job experience is key
• Five years’ experience in Information Technology required including at least 3 years of customer service experience in IT
• Journeyman- Possesses and applies expertise on multiple complex work assignments
• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks
• Perform help desk functions, including tracking help desk tickets, assigning help desk tickets to other organizations, and collecting necessary information to populate help desk ticket fields
• Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
• Provides support to end users on a variety of issues
• Responds to Help Desk calls and tickets. Resolves technical problems. Follows documented procedures and records activities properly in the Help Desk service management system
• Participates in Bank projects including the setup of new branches and the conversion of acquired branches
• Prepares documentation for disgnosing and resolving new problems. Assists in the preparation of new procedures
• Escalates significant incidents and provides periodic updates through resolution
• Updates system access rights on internally and externally operated systems for Bank personnel and contractors. Supports the setup access rights for new hires, transfers and return from Leave of Absence. Disables access rights for terminations and people going on Leave of Absence
• Assists with replacing or repairing failed equipment from time to time
• Performs other duties which may be assigned from time to time
• Bachelors Degree or higher in a Compter Science discipline
• Certification in Microsoft network computing technologies such as A+ or MCP Certification in Help Desk Management -- HDI
• Experience using a Service Managemenmt software such as Remedy, HelpStar/ServicePRO or ServiceNow
• Experience working on a Help Desk
• ITIL Certified or experience in ITIL service delivery
• Provide Tier 1 help desk support for AFRC personnel to report incidents and make service requests for services and applications
• Provide coordination and distribution of outage notices, center wide emails, and overhead paging
• Provide conference room schedule and set up support; coordinate customer audio/visual and room configuration requirements
• Provide assistance with training, outreach, and documentation efforts for end-user services and applications
• Provide Operator service for the AFRC main phone line. Redirect callers as needed to the correct person/office
• Submit tickets in support of on/off boarding of employees
• High school diploma or equivalent (technical school training)
• 1-2 years directly related work experience
• Experience working in a call center environment
• Ability to clearly make announcements via a public address system
• Good communication skills, both verbal and written
• General knowledge of Windows and Mac IT systems
• US Citizenship is required for this role on Edwards, AFB
• IT troubleshooting experience with software and/or hardware issues
• Experience utilizing a help desk ticketing system
• General knowledge of Microsoft SharePoint
• Troubleshoot, resolve or escalate problems or incidents correctly and document all of the foregoing
• This role will primarily be taking remote access and non-clinical calls for the help desk
• Typing skills 25+ words per minute
• Able to spend considerable time on the phone
• Ability to install/configure “off the shelf” applications
• Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.)
• Responsible for providing the first-line of telephone technical support of hardware, systems, and software applications for customers and/or employees
• Answers questions about installation, operation, configuration, customization, and usage of assigned products
• Applies diagnostic techniques to identify problems, investigate causes and recommend and implement solutions to correct common failures
• Provide remote support and trouble shoot issues with customers to resolve issues
• Escalates complex problems to higher level of expertise within organization
• Previous computer technical support experience preferred. A+, MCP, Dell or other industry identified certifications are preferred but not required
• Active Directory, Expert
• Microsoft SharePoint Services, Expert
• Microsoft Exchange, Expert
• Microsoft Office Communication, Expert
• Microsoft Unified Communications, Expert
• Use of a variety of resources including co-workers, support teams, knowledgebase, etc. to resolve customers’ technical issues
• Provide excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment is a must
• Explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications
• Be able to quickly learn support skills for new applications
• Effective time management and project management skills are expected
• Scope of support may be limited to a specific subset of calls
• Must maintain a positive and supportive attitude while working in a fast-paced and continuously-changing environment
• Have an upbeat personality as well as a proven balance of outstanding customer service/focus and strong technical expertise to be able to provide an exceptional customer experience
• Previous call center/phone support experience in a technical/customer support role preferred
• Ability to work well independently as well as with others in a team-based environment
• Knowledge or experience in remote access, multi-factor authentication (RSA) and/or mobile device management (AIRWATCH) and Windows 10 is also helpful
• 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; OR Associate's degree with 2 years of experience in an IT or call center environment or a Bachelor’s degree
• Provide customer event support in a fast-paced environment with minimal supervision
• Maintain logs, records and files
• Develop, draft, write and edit reports and briefs
• Provide end-user support
• Prepare and/or maintain documentation, procedures and methods, including user references
• Escort personnel during events
• Excellent verbal and written communication skills in language to be supported
• Experience in troubleshooting in a technical environment
• Software and hardware knowledge of computing, storage and peripheral devices
• Understand the customer to be an advocated for the customer

Help Desk Specialist Lognet Resume Examples & Samples

• Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product
• AA or equivalent + 0 yrs experience
• Must have an active Secret Clearance
• Must have an IA Level 2 (Security + CE) certification
• Provide support for the Executive Office for Immigration Review
• Troubleshooting and ultimately resolving end user issues via phone or in person
• If unable to diagnose the problem in a timely manner and/or the problem requires physical interaction the issue will be escalated to another support tier
• You will open, track and close issues utilizing the Service Manager ticketing system as well as ensure that the issue is resolved in a timely manner and provide updates throughout the process while you are working this issue
• Customer service experience is highly desired as this is a highly used skill set for the position
• Completing common work orders
• Address and resolve basic incidents and requests
• Dispatching work orders
• Log all incidents and requests
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Engages other Help Desk resources or appropriate IT resources to resolve incidents that are beyond the scope of their ability or responsibility
• Provide phone support
• Customer Service Skills
• 4-year Bachelor Degree
• 2-years Call Center experience
• Answer and respond to customer phone calls and emails
• Create and manage tickets in Remedy
• Resolve users’ issues; primarily related to email, account passwords, network connectivity as well as requests for information
• Create SOPs and other documentation as needed
• Provide first level problem resolution on the telephone with users
• Walk the user through a series of steps to determine problem and classify level, priority and nature of problem
• Dispatch field engineers from appropriate team to diagnose problem and/or problem requires physical interaction with end user
• Open, track, and close trouble tickets
• Track activities of field engineers to whom tickets were assigned
• C4I Systems Helpdesk Specialist will support a high-volume Naval Command, Control, Communications, Computers, Intelligence (C4I) Service Center
• He/She will perform basic troubleshooting methods to remotely isolate Fleet problems from a system level perspective to a sub system resolution
• Candidate will document precise details of system problems for analysis by Tier II or Tier III support elements
• He/She will also perform Service Center Trouble Ticket status checks with both internal and external customers
• Candidate will process user account access applications for higher level review and approval
• He/She will perform password resets as required
• He/She will be expected to work independently to solve problems quickly and completely
• Candidate will be on-call over weekends on a rotational basis with other team members and may be required to work extended hours, as needed
• An Associate's degree from an accredited institution in engineering, information technology, or a related technical field is a plus
• A valid High School diploma or GED and at least three (3+) years related experience in information technology and/or C4I systems support is required
• Must be professionally proficient with Microsoft Office and other common business software applications
• Must be knowledgeable of standard network security and information assurance concepts, practices and procedures
• Prior experience as an operator, systems administrator, or maintainer supporting Naval C4I systems and subsystems (Global Command and Control System Maritime (GCCS-M), OR Naval Tactical Command Support System (NTCSS) is highly desired, but not required
• Familiarity with the Remedy AR Help Desk tick generation software is also desired, but not required. Current DoD 8570 baseline certification, equivalent to IAT II (or higher)
• Examples include: CompTIA Security+, GIAC Security Essentials Certification (GSEC), and ISC2 System Security Certified Practitioner (SSCP)
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists
• Must have an active Secret clearance
• Must have an IA Level 2 - Security + CE
• Escort non-ManTech personnel supporting ManTech IT equipment/services
• Utilize McAfee e-Policy to Encrypt workstations
• Write and edit knowledgebase articles for both end users and technical analysts to resovle common issues
• A+, Security+ or Network+ Certification
• Provide first-level remote IT services or assist in the delivery of higher level services to our customers Properly enter all calls into the helpdesk system
• Ability to use remote desktop applications to troubleshoot end user PC related problems
• Take ownership for customer problem resolution Possesses working knowledge of customer support business and technology processes: Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. Identify customer-training issues on standard and non-standard products
• Able to contribute to technical discussions with other team members and contributes to the decision-making process
• Able to demonstrate proficiency with Helpdesk tools, Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices Able to demonstrate basic hardware and software trouble shooting skills
• Good problem solving and critical thinking skills
• Organizational skills and ability to attend to details
• Ability to travel as required
• 0-5 years in a technical customer environment Call Center experience preferred
• Retail or financial service industry experience is a plus
• Excellent verbal and written communication and interpersonal skills; attention to detail and accuracy; along with time management and organizational skills
• Ability to work independently and as part of a team to meet deadlines
• Experience with Windows 7/10 Operating Systems and MS Office 2007/20102013
• Strong experience troubleshooting, supporting deploying Windows Workstation
• Experience with Active Directory to register CAC certificates
• Experience with account creation and Outlook
• Ability to document, research, identify and solve technical problems on initial call and/or triage where appropriate for resolution
• Must be able to support and troubleshoot both classified and unclassified networks
• Strong customer service experience
• DoD 8570 Certification at start of position
• Demonstrated excellent written and oral communication skills
• Familiarity with Windows 7/10 workstation OS image creation/deployment
• Supporting Outlook messaging issues
• 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
• Assist users at remote sites in configuring equipment to allow them to access HSDN and C-LAN networks and applications; and provide in-person support to resolve trouble tickets that cannot be resolved remotely
• If travel is required, it must be approved by the Government

Software Licensing Help Desk Specialist Resume Examples & Samples

• Ensure accuracy of orders submitted through the router
• Analyze product mix on orders and/or quotes and makes upsell and cross sell recommendations as appropriate
• Assist with Software Assurance Benefits (SAB) activation calls and walkthroughs on Microsoft’s Volume Licensing Service Center (VLSC) site
• Participate in campaigns focused on driving upsell goals
• Enter all anniversary orders into SPS within Microsoft time lines
• Provide Licensing Specialists with information that supports achievement of
• On-time Renewals and True-ups
• Support software licensing specialists and account managers with operational and administrative tasks associated with licensing tasks
• Respond to email or phone inquiries from Account Managers and Account Executives
• Become a subject matter expert for all assigned software and order processes
• Continuously identify opportunities for process development and improvement
• Responsible management of accuracy for all assigned software orders
• Respond to all Select Plus Proration Requests utilizing Microsoft Proration Tool
• Provide quality assurance by checking and ensuring all steps for software agreements are followed
• Proactively manage the Select/Select Plus annual payment orders
• Handle order escalations with internal departments and vendors
• Submit Microsoft Licensing Statement (MSL) requests
• Handle inbound Microsoft Inside Territory Manager (ITM) requests
• Handle Next Generation Volume Licensing (NGVL) requests
• Assist with EA Workbook and True Up Worksheet builds
• Create Microsoft contracts upon request
• Provide guidance to sales on quotes and opportunity pricing based on established pricing structures
• Engage with internal departments such as Purchasing, PPM, Finance and the Bid Desk to assist in the completion of daily operational requests
• Effective management of software practice tools
• Act as escalation point for all contractor requests
• Achieve necessary certifications in assigned license programs as needed
• Associate’s degree in Business or equivalent experience
• 2-yrsexperience with MS Office applications (Word, Outlook, PowerPoint)
• 2-yrs customer service experience
• Proven track record of high satisfaction ratings from project stakeholders
• Strong internal and external customer focus
• Committed to building and maintaining strong working relationships with management and staff
• Demonstrated strict attention to detail, accuracy and completeness
• Ability and willingness to conduct research and learn new systems/reports
• Well organized with the ability to prioritize project work
• Must work proactively and manage multiple tasks
• Proficient with Microsoft Outlook, Word and Excel in addition to basic computer knowledge
• Good communication skills with internal and vendor stakeholders
• Maintain positive working relationships with management and staff
• Experience in similar role
• Provides first line of support and problem resolution for technology products or applications
• Analyzes simple to moderate issues and determines appropriate technical area or vendor to resolve problems
• Actively uses and updates the knowledge of product in order to resolve issues. -Understands and desires to meet individual and Service Center goals
• Basic experience troubleshooting PC hardware & iPads
• Customer Service experience specific to phone support
• Active Directory experience resetting passwords is a plus
• Provide remote support using Bomgar
• Provide tier 1 phone support for all corporate and field employees (1,400 properties)
• Troubleshoot Windows 7
• Troubleshoot PCs, laptops & iPads
• Troubleshoot Dell, HP & Lexmark printers (connecting to the network)
• POS Support (training is provided)
• Resetting passwords using Active Directory
• Heat is the current ticketing system
• This group receives roughly 500-600 calls daily
• There is anywhere from 5 to 9 agents working on the desk at a time
• Ability to work in fast paced environment
• Good analytical and communication skills
• Dependable, reliable and self starter
• Results oriented self starter

Associate Help Desk Specialist Resume Examples & Samples

• Knowledge and experience in desktop support and be able to the JWAC environment
• Provide support, maintenance, deployment, and enhancement to the desktops, servers, printers/peripherals, and network infrastructure
• Support the provisioning of service desk/help desk support during the working hours of 0700-1600 Monday through Friday
• Lift and move equipment weighing up to 50 pounds

Help Desk Specialist, Junior Resume Examples & Samples

• 2 years of experience in a professional work environment
• 1+ years of experience with IT or computer information systems
• Experience with resolving Tier 1 and Tier 2 help desk trouble tickets
• Experience in working with Microsoft Office
• Knowledge of networking concepts and technologies
• Experience with using a ticketing system, including Remedy and supporting Windows and Linux administration
• Knowledge of the architecture and terminology used in enterprise–scale IT environments
• Knowledge of the DoD Enterprise Service Management Framework (DESMF)
• 3 years of experience in a professional work environment
• Ability to perform hardware and operating system troubleshooting
• DoD 8570 IAT Level II Certification or ability to obtain within 90 days of hire
• Experience with working for or providing support to the DoD
• Experience with DoD programs and initiatives
• Experience with using a ticketing system, including Remedy
• Experience with supporting Windows and Linux administration
• Experience with supporting networking and security hardware
• High School Diploma or equivalent (GED) is required. Additional certifications may be required
• One (1) year Information Technology experience, including work experience in customer service is required
• Knowledge and understanding of how technology can be applied to provide advanced system support
• Advanced knowledge of PC hardware and peripherals associated with applications
• Effective communication skills, ability to read and follow instructions accurately, timely and effectively
• Excellent customer service skills and the ability to work with all levels within the organization and working within a team
• Ability to perform daily work activities of the position assuring prompt and effective response to customer needs
• Proficient in analysis and problem solving, ability to assess customer needs and determining appropriate solutions
• Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies
• Solve Customer problems over the phone (software installation, networking, etc.)
• Provide support to internal/external sales personnel, resellers, and end user customers
• Set up and maintain data bases for customers and resellers in back office systems
• Accomplish tasks without considerable direction and /or supervision
• Proficiency with Microsoft Excel, Microsoft Office, and data bases
• Knowledge of network operating systems and network setup
• Strong telephone communication skills
• Excellent phone support and troubleshooting
• Prior work experience in Help Desk Support, Customer Service and or Technical Support environments
• Prior administrative experience, with an emphasis on working with databases
• Preferred: Advanced Networking skills would be a plus

IHT Help Desk Specialist Resume Examples & Samples

• Provide general interpretative guidance on the OPM handbook, Tiered Investigation Guide, and subsequent clarifications, and their application to field investigations, including coverage
• Determines whether additional scheduling of investigative item(s) is necessary according to established guidelines, parameters, and standard operating procedures
• Provide guidance on reporting investigations into and navigating FWS, PIPS, and CMS systems
• Assist the field investigators in reworking deficient cases
• Proficiently use the Internet to research addresses and phone numbers and will be able to provide guidance and tips regarding specific geographical areas
• Regular and punctual attendance during assigned working hours
• Ability to provide timely responses to inquiries
• Assist internal and external customers in the sale and support of products and services
• Provide technical assistance and support to clients relating to use, operation, and maintenance of equipment
• Review blueprints, plans, bills of material, and other customer documents to ensure salability and proper integration of equipment
• Issue return authorizations and manage the return materials process including failure analysis and coordination of vendor returns of non-conforming product
• Assist QC and Product Development in testing and validation of existing and new products
• Assist the Department Manager in maintaining the item master database as directed
• RMA / Quality Control Clerk functions - creating and communicating Returns to customers and processing returns when they arrive at the facility
• Product testing and validation of returns and products
• This will be the primary function of the position

Lead Help Desk Specialist Resume Examples & Samples

• Responsible for documenting, creating and following policy & procedures
• Function as a mentor for Help Desk Specialists providing training and guidance for complex desktop issues
• Project management of PC related projects
• Contribute towards driving future desktop platform & service
• Resolve Level II and advanced level PC problems
• Build and test all OCC desktop images (physical & virtual) and write related documentation
• Document all PC software and hardware procedures
• Write and maintain all PC (physical, virtual and application) related baselines
• Provide management with weekly status report
• Refer major hardware problems to service personnel for correction
• May provide dedicated PC support for departments and special projects (application testing and implementations)
• Perform on-site support PC support for all scheduled Disaster Recovery tests and emergency situations
• Resolve any/all open Disaster Recovery issues prior to next scheduled Disaster Recovery test
• Represent PC Administration in project turnover meetings
• Installation and replacing end user IT workplace equipment (pc’s, smartphones, printers, collaboration tools)
• Support managing local servers and networks in collaboration with global IT teams
• Processing and taking ownership of tickets from customers
• Administration of IT assets (hard- and software)
• Training and education of users in relation to IT workplace and collaboration tools
• Contributing to improvement of IT services and knowledge databases
• Supporting local applications (where applicable and in line with global policies)
• Following (internal and external) audit requirements
• Being specialist or expert in one or more relevant IT areas
• Responsible for support customers regionally or globally in their area of expertise
• Mentoring colleagues and/or students in the team
• Establishing good relationships with business users in all levels and within the SCA IT community
• Minimum of Associates Degree
• ITIL Certification preferably
• Two plus (2+) years experience of service desk
• Hours:10am-7pm (CST) or 8am-5pm (PST)
• Knowledge of Office, Office 365, and Windows Software
• Customer oriented
• Structured and organized
• Communication skills
• Sense of urgency/stress resistant
• Training and presentation skills
• Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed
• Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution
• Assists less experienced staff in developing appropriate responses
• Must have an AA or equivalent + 0 yrs experience
• Must have experience with Call Tracking System & Customer Service
• Nice to have BMC Remedy, AMC C2 Systems, & Tier 1 Help Desk
• Required Certifications: A+, Network +, or Security +
• Provide desk-side support and assistance when needed
• Assist users in maximizing use of networks and computing systems
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
• Understand and comply with all elements of the Promega Quality System outlined for the position
• Able to work effectively under minimal supervision
• Able to communicate in a friendly and effective manner with non-technical and technical people
• Excellent problem-solving, interpersonal, verbal and written communication skills
• Ability to maintain patience, a customer-friendly attitude and work in a team environment
• Ability to maintain a safe and clean working environment
• 2 years work experience in a similar environment
• Frequently required to sit, stand, walk, talk, hear, bend and reach
• Identify, research, analyze, diagnose, resolve and close service tickets in a quality and timely manner
• Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity
• Troubleshoot technical problems with Local Area Networks & Wide Area Networks
• Provide Tier 1 support for Cisco unified communications applications such as Call Manager & Unity Connection
• Engage vendor support for issues requiring product support
• High School Diploma required; Associates Degree in Information Technology or related, preferred
• 1+ years of customer service or technical support experience. Technology Services or Managed Service Provider industry experience preferred
• Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications, and wireless networking
• This position will be under general supervision, responsible for receiving all user comments, questions, and complaints about software and systems utilized by the client
• Support will be performed via telephone and remote system log on
• This individual shall be capable of understanding the use of the application from a user perspective and capable of implementing software and hardware repair via remote log on
• Ability to communicate clearly to a wide spectrum of users is required
• Assists in solving problems within general guidelines, and applies a wide range of techniques and resources to detect, identify, and compensate for or eliminate problems
• Monitor service delivery and service support to ensure timely IT support services to the user community located in the National Capital Region, and various remote and contingency sites
• Follow escalation procedures for resolving IT issues at the appropriate level of experience (i.e., Tier 1, 2 or 3) and providing appropriate and timely notification to Government representatives for awareness and resolution
• Answer and respond to calls from the TM and/or ATM for urgent requirements and priority support
• Give a prompt and professional response to user requests and resolution of incident tickets
• Provide useful metrics and support the creation of reports that track call data, incident management performance, and problem management performance
• Provide one-on-one, desk-side help
• Maintain Remedy database for users to communicate with the service desk in order to provide real-time technical assistance, information to promote customer awareness, and customer driven problem resolution
• Provide Level 1 support for UNIX applications, Solaris 9 & 10 administration
• Experience working with fax machines, computer software and telephone technology
• Required Certifications: A+, Network+, Security+
• Must have or be able to obtain a Secret Clearance
• Act as a team lead and work with members of the Help Desk Senior Staff to oversee daily operation of Help Desk Desktop and Infrastructure Support teams, including
• Maintain schedule for Help Desk Desktop and Infrastructure Support Staff to ensure appropriate coverage
• Monitor daily phone and system reports to ensure the staff is performing their job responsibilities
• Ensure the appropriate escalation process is followed to achieve proper resolution of the problem
• Identify system wide issues and escalate, if necessary, and follow up on issues to be sure all parties (support teams and customers) are informed and kept up to date
• Provides computer related hardware/software technical phone support and guidance for all of FMCNA employees. Responds to customer calls and questions, identifies, researches, and troubleshoots the issue, determines appropriate action and carries out solution or escalates to management
• Utilizes knowledge of computer software/hardware, resolves intermediate to highly difficult problems
• Researches and evaluates technical information and online departmental procedures for problem resolution. Recommends procedure changes and updates procedure manuals as required
• Monitors the centralized tracking system and resolves issues. Monitors emails sent to Help Desk Senior Staff Team. Researches and analyzes management reports. Determines strategies to streamline the process and reduce calls. Make recommendations to management
• Tracks Help Desk calls from start to completion and provides 24/7 on-call escalation support
• Develop and maintain troubleshooting scripts to be used by the Help Desk Desktop Team, to allow for ongoing training and sharing of job knowledge between the team members
• Assist with various projects as assigned by direct supervisor
• Must have excellent communication skills – verbal, written and auditory
• Effective collaboration skills between various levels of Support within the IT Organization
• Efficient and effective documentation skills
• Must be able to work flexible hours, some holidays and weekends
• Overtime may be required including nights, weekends and holidays
• Must be able to work in a fast-paced team-oriented environment
• Must have good technical aptitude and be a quick learner
• Ability to deal professionally with high volume and high stress situations
• Proficient with Microsoft Office and other software

AP Help Desk Specialist for Fortune Company Resume Examples & Samples

• Evaluating vendor invoices and determining status
• A minimum of an Associate’s degree with 1 year business experience; OR a High School diploma with 2+ years business experience
• Experience working in an Accounts Payable or customer service role
• Experience working with Microsoft Office suite
• Experience working in a publicly-traded company
• Seven (7) or more years engineering experience in the design, development and implementation of Microsoft Windows Enterprise Systems to include developing and testing software solutions; analyzing system performance standards, analyzing systems flow, data usage and work processes; conferring with users and management to derive system requirements; problem investigation and resolution
• Engineering experience with Microsoft Active Directory to include: Granting privileged Access, Configuring Active Directory Directory Services (ADDS), Group Policy Objects, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), File Sharing services, Active roles Server (ARS)
• Intermediate or advanced PowerShell scripting
• Experience installing, configuring, upgrading and migrating Microsoft Windows 2012 R2 servers
• Experience providing Tier 3 support in an enterprise level, globally distributed environment. SYS ADMIN LEVEL II preferred
• Experience creating quality Detailed Design documents, Test Plans, Implementation Plans and Standard Operating Procedures
• Demonstrated aptitude for learning and rapidly mastering new applications and technology
• Excellent organization and communication skills, both written and verbal
• Proven ability to multi-task and to prioritize rapidly-changing task assignments
• Windows Server 2013
• SCOM/SCCM Integration
• Design and/or implementation of enterprise-wide virtualized systems using Citrix and/or VMware technologies
• Dell Quest tools: Change Auditor, Identity Manager, Total Privilege Access Manager, GPOADmin
• Provide support for items such as
• Operating system and internet browser issues
• Desktops, laptops, mobile devices, printers, scanners and other hardware
• Provision general account administration activities
• Utilize an incident tracking system to accurately create, work, and resolve tickets
• Communicate with supervisors, peers, and end users to effectively solve issues
• Providing effective and professional communication
• Ability to follow detailed procedures under stressful conditions
• Availability to work flexible hours in a 24x7x365 environment
• Teleworking capability strongly preferred (must have home work space, high-speed Internet, and compatible Windows computer)
• Excellent Customer Service skills
• Proficiency in Microsoft operating systems
• Troubleshoot user e-mail issues, internal applications, security issues, and desktop hardware/software errors
• Troubleshoot, or escalate issues as appropriate, in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved
• Provide support for desktop and mobile devices as well as application system environments locally at the Help Desk or remotely if needed
• Utilize excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of help desk procedures, products and services
• Work proficiently with minimal daily guidance
• 1+ years experience in a technical support role in either a corporate or retail environment
• 1+ years of experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems
• 1+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
• 6+ months proven experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud or equivalent
• 1+ year experience working with a ticketing system such as Asana, Remedy, ServiceNow, Zendesk or equivalent
• 3+ years experience in a technical support role in either a corporate or retail environment
• 3+ years of experience in support and troubleshooting Windows and Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems
• 3+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
• 2+ years experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud or equivalent
• 3+ year experience working with a ticketing system such as Asana, Remedy, ServiceNow, Zendesk or equivalent

Encompass Application Help Desk Specialist Resume Examples & Samples

• 1) Paperless support to all branches
• 2) Paperless training material
• 3) Assist Senior Encompass Application Specialist
• Assist with managing the Paperless e-mail inbox
• Create and maintain binders for paperless project
• Post all paperless announcements to Company Intranet
• Create and update paperless reports with information regarding Branches that are taken live
• Attend IT meetings regarding the paperless project
• Create and maintain Business Rules binder
• Update Encompass Banker user guides, tutorials, and Power Point presentations as directed
• Assist team members with general and specific Encompass questions
• Provide backup support for Passwords
• Coordinate with the Training Department to keep them updated of any relevant changes regarding paperless training materials
• Assist the Senior Encompass Application Specialist. This includes, but is not limited to
• Provides technical support for desktop, departmental, and mainframe hardware and software computing issues
• Escalates problem incidents and assigns inquiries to management and/or other teams as appropriate. Provides clear and complete descriptive information regarding the nature of the problem
• Provides ongoing training and direction to first level support staffing with attention to triage/communication improvements
• Monitors trends to identify any major system problems and uses professional judgement combined with established protocols to set priorities. Provides a comprehensive assessment to all Information Technology teams to prevent system outages and/or to facilitate problem resolution
• Assigns, maintains, configures and monitors user and work group accounts on all applicable platforms. Ensures completeness and accuracy of information, and confirms appropriate authorization
• Responsible for computer system sign-on access privileges including account creation, activation, maintenance, and deletion
• Resolves problems with account access privileges on request
• Communicates Information Technology policies to the user community, including, but not limited to, access, procurement, installation, and support
• Communicates with users to ascertain that requests/problems are resolved and that users are satisfied with the resolution. Initiates and follows up on any additional required action
• Conducts informational/educational sessions for user community both in group and individual sessions
• Contributes to the development of Help Desk standards, procedures, and policies. Contributes to the design and implementation of all Help Desk systems to provide a high quality, responsive service that facilitates problem reporting and resolution
• Effectively markets Information Technology by developing and maintaining positive working relationships with physicians, department managers, support staff, and department colleagues
• Maintains state-of-the-art technical knowledge to support an increasing inventory of desktop, departmental, and mainframe software and hardware products
• Actively participates in team meetings, bringing forward challenges and offering solutions for the users' working environment
• Contributes to strategic and tactical planning of Help Desk services
• Contributes to publications regarding User Services
• Develops and maintains departmental software including table maintenance and knowledge bases
• Carries pager during scheduled work hours and responds to pages in a timely fashion
• Works independently, reporting to the Help Desk Team Leader and the Associate Director on a regular basis
• Works a flexible schedule when necessary
• High School Diploma or equivalent (GED) required. Additional certifications may be required
• Work experience in customer service and/or Information Technology is preferred
• Basic knowledge and understanding of how technology can be applied to provide standard system support
• Basic knowledge of PC hardware and peripherals associated with applications
• Basic analysis and problem solving skills to assess the customer needs and determine appropriate solutions

Help Desk Specialist Tier Resume Examples & Samples

• Provide phone, email, and help-desk support for local and off-site users
• Manage and monitor problem ticket treads. Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Maintain a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance
• Maintain and monitor all incidents records within the ticketing system and provide assistance in their resolution when reviewing incident records
• Document customer requests in call tracking system and record the action(s) taken and follow up on deferred actions
• Keep customers informed of progress and status of calls/tickets
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
• Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate
• Resolve all customer calls/issues within 20 minutes timeframe or escalate the call or ticket to the appropriate queue/group for resolution (Tier 1, Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, and Audio Visual Support)
• Respond to and diagnose problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps
• Provide assistance and participate on new project(s) testing and deployment/delivery
• Ensure all staff respond to customers in a friendly and professional manner
• Ensure that all responses given are technically accurate
• Provide 2nd level escalation support to the Tier 1 Help Desk
• Provide remote and on-site troubleshooting for hardware and software support
• Resolve Call Center Tech Support tickets and provide desk-side support to the rest of the Civil Division customers
• Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third party software
• Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system
• Work with VIPs, providing a “white glove” service where necessary
• Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors
• Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted
• Travel to all Civil Division sites in the Washington, DC National Capitol Region as needed for break/fix tickets
• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort
• Participate in project deployment
• Coordinate the logistics of and conduct the movement of assets and equipment to various Civil Division facilities when needed
• Maintain an organized resource/hardware Government furnished storage room(s). The Government shall give the contractor many resource/hardware items, and it is expected that the contractor keep track of all of it, and will be able to quickly retrieve an item from the storage room(s)
• Interfaces with multiple levels of end users; residents, departmental staff and management, and departmental/campus technical staff
• Participates in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends
• Performs quality monitoring for team in order to ensure quality service and customer satisfaction, and that business objectives are achieved
• Three years of experience as a coordinator in an information technology support environment
• Technical or bachelor's degree in related field
• Experience in building relationships with end-users, software developers, and IT support teams
• Excellent interpersonal and communication skills, both written and oral
• Ability to multi-task and meet critical deadlines while in a fast-paced environment
• Technical writing/user documentation experience
• Previous supervisory or team lead experience in a call center or customer service related function
• Experience in supporting Windows OS, Mac OSX and Linux
• Experience troubleshooting Client/Server applications and Ethernet/Internet connectivity
• Experience in the installation and configuration of operating systems, software applications and network clients
• Answer incoming queue calls and voicemail messages, using department procedures
• Utilize the helpdesk electronic ticketing system, Track-It, according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests
• Configure and troubleshoot Windows 7 in a Microsoft network environment on both desktop and laptop computers
• Provide first-line support and resolution of all data/voice system problems and requests
• Resolve at least 70% - 80% of all calls received, and to coordinate escalation procedures to the appropriate Information Technology staff and/or vendor(s) for those requests that cannot be resolved over the phone
• Provide desktop support at San Diego locations, including troubleshooting PC hardware/software, and network printers
• Interact and collaborate with other staff regarding requests, problems, updates, and resolutions
• Create and manage user accounts, the administration of shared resources, and group membership within a Microsoft Active Directory network operating system environment
• Create and manage user accounts in Google Apps Enterprise portal
• Administer AS400/Client Access user accounts and resolve MS Windows related printing issues
• Follow escalation procedures for situations which require a Helpdesk Supervisor or Helpdesk Manager to become involved
• Notify Helpdesk Manager and Helpdesk Supervisor of any changes within Information Technology that may cause a change in escalation, major outage, server issue, major move, and/or staffing issue
• High school diploma or equivalent required, Associate’s degree from a technical school, or similar technical training, along with a minimum of two years total experience in helpdesk related role(s)
• Strong knowledge of technical equipment and common software packages
• Advanced user-level hardware and software skills, including MS-DOS, Microsoft Windows (7, XP, Vista, Microsoft Office (2003, 2007), Microsoft Access, Microsoft Outlook, Microsoft Internet Explorer, Norton Anti-virus
• Intermediate Networking skills
• Fundamental knowledge of mainframe computers, and Telephony
• Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques
• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment
• Excellent verbal and communication skills required
• Passionate about delivering excellence in customer service within a team environment
• Ability to read, analyze, and interpret general business/technological periodicals, procedures, and journals
• Ability to write procedure manuals
• Ethical, with a commitment to company values
• 2-3 years: The incumbent in this position typically will possess 2 - 3 years previous related experience

Entry Level Help Desk Specialist Resume Examples & Samples

• Troubleshoot and provide excellent first contact customer service support to our end users for questions, problems or issues related to; hardware, software, business applications and networking
• Contribute positively to our customer service, incident, and request service level agreements
• Coordinate escalation and resolution of technical issues with IT teams
• Document, develop, and contribute to ongoing IT process improvement
• Support access provisioning efforts in a dynamic IT environment
• Provide support for key business projects
• Participate in coaching and training for other team members
• Commitment to individual goals by completing ongoing training and development
• Create a positive and professional work environment
• Perform responsibilities within established SOX and Security compliance criteria
• A four year degree is required or a high school diploma with 3 years of customer service experience with a displayed aptitude for IT achieved through such efforts to include be not limited to: volunteerism, coursework, vocational training, school clubs, etc. is required
• Service Desk/Help Desk experience is preferred
• Availability to work alternative shifts (hours of operation 7:00am-7:30pm) is required
• Strong customer service, communication, and follow-up skills are fundamental to your success in this role
• Ability to work independently and in a dynamic environment is also of value
• Monitor, support and troubleshoot the IT infrastructure for operating issues involving failures, degradation and event correlation using various software and hardware monitoring tools
• Work with internal and external clients via the phone to resolve basic problems
• ­ Perform troubleshooting and problem resolution for all types of the IT infrastructure as assigned - hardware, software, telecommunication, business application, customer connectivity, etc
• ­ Escalate more complex problems to senior staff members
• ­ Follow detailed technical documentation and standard operating procedures to perform various responsibilities
• ­ Answer internal or external users' inquiries regarding computer hardware and software to resolve problems
• ­ Configure and set up of workstations and laptops
• ­ Participate in troubleshooting and quickly arrive at workable solutions, advise other on resolution and solutions in issues
• ­ Enter commands and observes system functioning to verify correct operations and detect errors
• ­ Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
• ­ Read technical manuals, read trade magazines and attend conferences and seminars to maintain knowledge of software
• ­ Perform the system backups by initiating nightly and weekly backups
• ­ Refer major software problems or defective products to development departments
• ­ Inspect equipment and read order sheets to prepare for delivery to users
• ­ All other duties as assigned
• ­ 5 years experience in a call center or helpdesk environment is preferred
• ­ Communication skills, particularly phone skills
• ­ Interpersonal skills
• ­ Ability to work in a fast paced high volume work environment
• ­ Knowledge of Microsoft Windows and Office Platform (MCP preferred)
• ­ Knowledge of MacOS, TCP/IP, XML,FTP, Webex, Internet Explorer, Microsoft Active Directory, Microsoft Exchange 2003, Captaris RightFax
• ­ Team Player

ATM Help Desk Specialist Resume Examples & Samples

• Analyzes moderate to complex issues and determines appropriate technical area or vendor to resolve problems
• Maintains written documentation for each call; escalates complex problems to the next level of support as required by documented procedures; communicates efficiently and effectively with customers
• Responds to customer calls, e-mail, chat, and other request tools for technical support
• Understands and desires to meet individual and Service Center goals
• ITIL Service Management Foundation certification preferred
• At least 2 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
• Ability totype 42 (WPM) Words per Minute or more
• Remote computing
• Server software
• Provide client services and end-user support; respond to user requests and problems; troubleshoot, research, and provide solutions for all issues; implement special projects and solutions as requested by users and department heads
• Install and configure all required applications; research and troubleshoot problems relating to these applications; upgrade all software applications as needed
• Determine image configuration requirements; standardize the setups and user environments of all Macintosh computers where possible
• Create, maintain and update master hard drive images of complete Macintosh system setups, including operating system installations and configuration, application installations and serializations, Client network setup and configuration email setup, printer setup, internet access, and remote access; deploy these images regularly on new and rotated computers using a combination of Apple Software Restore, Net Restore and UNIX command-line scripts
• Facilitate all Apple warranty repairs; maintain Apple Care accounts on all Macintosh computers; handle all relations with Apple, including the delivery and repair of all malfunctioning in-warranty computers
• Maintain and update inventory database of all department computers and computer-related equipment; keep track of all assets, serial numbers, purchase dates, and location of all assets
• Perform weekly (or as needed) operating system upgrades, including applying security patches, updating operating system modules and components, installing bug fixes, and updating virus protection software; optimize and fine-tune all operating system installations for optimal performance, speed and network throughput
• Install, Configure, Maintain and update OSX operating system and application inventory
• Repair damaged or faulty hardware, replace computer parts as needed, perform diagnostic testing on faulty hardware, order all needed replacement computer parts. Serve as liaison between Client and Apple on all covered/warranty issues
• Procure new hardware and software as required; work with internal Client ordering processes to bring assets in based on business requirements
• Provide client support and technical issue resolution in person as well as via email, phone and other electronic means (video conferencing, Client Social Network)
• Provide training to clients in the use of system and applications, referring them to knowledge base and online resources for more in depth answers
• Participate in continual service improvement on operational issues in client compute rsystems
• The ideal candidate will also possess the following skills
• Strong interest in technology, particularly Apple products, and agility at learning new products and features
• Ability to deliver great customer experiences in any environment and to be invigorated by constant personal interaction
• Apple Certified Technician
• Strong communication skills that let you converse as freely and comfortably with smallgroups as with individual customers
• Experience with Apple/PC related creative design, web, print, and video applications
• Proficient with setting up and troubleshooting with remote protocols such as ssh, rdp, vncor sftp
• Experience with Enterprise backup application as well as Time Machine backup
• Experience with Apple Script and Java Script
• Able to promptly answer support related email, phone calls and other electronic communications (video conferencing, Client Social Network)
• Experience with Patch management and monitoring tools
• Proficiency in supporting Apple OS and Windows OS as well as staple applications such as MSOffice, Adobe CC, Apple Mail app
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and are subject to change as technical scope evolves. Additional desired technical qualifications include
• 8 years of experience in a service support environment
• Completion of senior level IT related technical certification/program
• Working knowledge of PC/laptop hardware architecture
• Advanced knowledge of Mac and Windows
• Knowledge of LANs, broadband and remote access technologies
• Knowledge of Client software product installations
• ITIL Fundamentals
• Provide Tier II/III contact and incident resolution to customers with hardware, software, and application problems
• Document incident resolution and status in incident database tools (i.e. BMC Remedy)
• Create and manage user accounts, schedule video teleconferences, and provide remote troubleshooting support to customers
• Provide input and update to standard operating procedures
• Working knowledge of computers, printers, laptops, and common Windows applications
• Act as the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff
• Troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing
• Provide excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment
• Able to quickly learn support skills for new applications is also very important for the Help Desk Specialist to be successful in this position
• Excellent technical troubleshooting and problem-solving skills
• Manage time effectively and manage projects effectively
• Maintain a positive and supportive attitude while working in a fast-paced and continuously-changing environment
• Upbeat personality as well as a proven balance of outstanding customer service/focus and strong technical expertise to be able to provide an exceptional customer experience
• 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; OR Associate's degree with 2 -years of experience in an IT or call center environment or a Bachelor’s degree
• Possess skilled abilities to customize an operating system. Ability to install/configure "off the shelf" applications
• Responsible for providing the first point of contact for IT related break-fix issues
• Acts as an advocate for the customer ensuring proper focus is maintained and attention brought to customer needs
• Demonstrates competencies to perform basic identification, evaluation, prioritization, and resolution of issues relating to hardware, software, networking, and other computer related technologies
• Minimum 2 - 3 years prior IT Help Desk experience
• Must have knowledge of ITIL standards for service delivery, service management, and support
• Knowledge of incident management and problem management
• Knowledge of Windows and Macintosh operating systems and peripheral installation and support
• Knowledge of PC networking in a Windows environment
• Knowledge of desktop/laptop/mobile systems and remote support
• Associate's Degree or above required
• Candidate must have experience in an enterprise corporate environment
• Experience with writing SOPs and knowledge base articles needed
• Tehcnical expertise in the area of HP/Dell manufacturer platform to include knowledge of BIOS and driver updates
• Experience with hardware replacement such as hard drives, memory, keyboards on laptops and desktops
• Working experience with replacing and/or upgrading an end user from one system to another
• Must have experience imaging equipment; Microsoft SCCM preferred
• Must have proven track record in a high volume support desk with proven first call resolution
• Ability to utilize remote tools such as remote assistance and teamviewer
• Must have experience with MS Office 2010/2016 with expert knowledge of Outlook
• Strong knowledge of Windows 7 is required
• Candidate will provide technical support via phone and desk side to internal employees ranging from staff to executive level members, a professional demeanor is required
• Typically requires a bachelor’s degree or equivalent and five to seven years of related work experience
• Experience with the TMIP software suite
• Naval shipboard experience
• Must have a DoD Secret security clearance
• 8570 Compliance
• A willingness to work in an energetic, fast-paced, team environment

Junior Help Desk Specialist With Secret Clearance Resume Examples & Samples

• Experience working with organizational functional and personnel
• Experience working with help desk software
• Nice to have experience: BMC Remedy, AMC C2 Systems, & Tier 1 Help Desk
• Assist customers and employees in resolving technology problems in a timely manner
• Support Dell and HP hardware: PCs, printers, scanners, I-phones, networking equipment, virtualization, and other enterprise technology
• Supported software: Microsoft Office Suite 2010, Adobe Acrobat, McAfee Antivirus, Symantec Endpoint Protection, Open Text Document Management (DM), Internet Explorer, Firefox, Blackberry, Good Technology, ITSM and many other GAO applications
• Supported Operating Systems: Windows 7/8/10 and MAC
• Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of technical support specialists to whom the tickets were assigned
• Maintain high level of proficiency with the GAO products and services
• When necessary, interact professionally with third-party vendors to seamlessly provide services for our users and customers
• Comply with established operating policies and procedures in order to maintain adequate controls and to support GAO
• Supports equipment moves/adds/changes
• Support account moves/adds/deletions with in AD
• Produces/maintains SOPs. Develops best practices for processes and procedures (ITIL process environment)
• Provides first and second level contact and incident resolution to customers with hardware, software, and application problems; includes both customer telephone support as well as electronically submitted requests
• Provide rapid response to customers needing immediate assistance
• Attempts to resolve as many incidents as possible: Efficiently escalates incidents to appropriate team when required
• Support mobile devices such as IPhones, IPads, BlackBerrys and Air Cards
• All help desk duties as requested and as needed
• VTC session setups
• Delivery and setup of all IT equipment (computers, monitors, printer, blackberries, etc.) to include AV deliveries and setup
• Education: Demonstrated tech experience. Associate’s degree in technology or Bachelor’s in any field, or the pursuit of such degree, is preferred but not required
• Help Desk Institute or Service Desk Institute certification
• Demonstrated initiative with a strong sense of urgency and purpose
• Aptitude and drive for learning new technology
• Demonstrated success in customer service and relationship building
• Ability to handle multiple tasks and effectively manage assigned workload
• Ability to complete multiple projects simultaneously, and in a timely manner
• Capable of working independently and within in a team
• Good communication skills (verbal and written)
• Ability to work with users of all technological skill levels throughout the hierarchy of the organization
• Must have thorough knowledge of Microsoft Windows and Office software
• Mac, Linux experience is a plus
• Front Range ITSM experience is a plus
• Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs
• Information Technology: 3 years

Related Job Titles

10 Best Resume Builders to Create A Great Resume – 2024 Guide

A re you exhausted from investing endless hours into creating an impeccable CV? This article introduces the top resume builders that will revolutionize your job application approach. Bid farewell to monotonous formatting and greet a remarkable resume that distinguishes itself from the rivalry. Prepare yourself to secure your dream job with self-assurance effortlessly!

>> Unlock Your Career Potential With Super Star Resume

10 Best Resume Writing Services

• Super Star Resume - Best overall
• ZipJob - Best for guarantees
• Resumeble - Best with custom bundles
• Let’s Eat, Grandma - Best for range of career service
• ResumeSpice - Best for job seekers of any level
• TopResume - Best customer service
• Resume Writing Services - Best for affordability
• Craft Resumes - Best for quick turnaround
• Resume Companion - Best value resume writing service
• Resume.com - Best free service

When creating this compilation, we considered different elements such as affordability, ease of use, accessibility, the privacy policies of the companies involved, and more. The highest-rated services offer advice, templates, and tools and allow you to consult with experts who can help you craft an impressive resume highlighting your strengths to potential employers.

Our collection comprises free services and those that make use of professional writers’ skills. Some options require a subscription or one-time payment.

>> Secure Your Dream Job With Super Star Resume

Super Star Resume - Best Resume Builder Overall

Star Rating: 4.9/5

Super Star Resume is an innovative resume builder that completely transforms creating professional resumes. By offering a user-friendly interface and a range of powerful features, Super Star Resume enables individuals to produce exceptional resumes that effectively showcase their abilities, accomplishments, and work history.

• Skilled and seasoned writers
• Customized strategy aligned with unique career objectives
• Timely delivery of resumes
• More significant expense compared to certain other resume writing services
• Restricted selection of additional services
• Availability may be restricted depending on demand and geographic location
• Intuitive resume builder: An intuitive interface that simplifies the resume creation process, offering modern templates for a professional look.
• Customization choices: Users can personalize their resumes by selecting from various font styles, colors, layouts, and sections to align with their unique style.
• Comprehensive content suggestions: Access to a collection of expertly curated bullet points, action verbs, and industry-specific phrases to craft impactful resume content.
• Real-time previews and editing: Real-time previewing and editing capabilities ensure a visually appealing and error-free final resume.
• Integration with professional networking platforms: Integration with LinkedIn allows users to maintain consistency between their online presence and resume.
• Tailored resumes for different job applications: The duplication feature facilitates the creation of multiple resume versions, each customized for specific job applications or industries.
• Resume analytics and tracking: Users can monitor the views and downloads of their resumes, gaining valuable insights to optimize their job search strategies.
• Professional Resume : $169
• Resume With Cover Letter : $199
• All-Included : $199

>> Use Super Star Resume to Secure Your Dream Job

ZipJob - Best Resume Builder for Guarantees

Star Rating: 4.7/5

ZipJob is widely regarded as an excellent option for resume creation, especially for those who value guarantees. Their impressive 60-day assurance ensures that individuals searching for employment will experience a surge in interview invitations within this period.

If this desired outcome cannot materialize, ZipJob proactively offers a complimentary review and revision of your resume. This guarantee highlights their commitment to client contentment and showcases their unwavering belief in the superior quality of their resume writing services.

• The starting package is cost-effective
• Complimentary ATS check included
• 60-day interview assurance with higher-tier packages
• The design and layout made it challenging to read the resume
• The summary section was overly lengthy and filled with clichés
• The formatting of the education and training sections was subpar
• Expert resume writers: ZipJob provides access to a team of expert resume writers with the skills and knowledge to review, evaluate, and optimize your resume for compatibility with Applicant Tracking Systems (ATS) and hiring managers.
• ATS optimization: Meaning they ensure your resume is structured and formatted to navigate and succeed in ATS filters effectively. Employers commonly use these filters to assess and rank resumes during the initial screening process.
• Keyword optimization: The resume builder online offered by ZipJob assists you in identifying and integrating pertinent keywords and industry-specific terminology. This practice heightens the visibility of your resume, making it more likely to capture the attention of hiring managers.
• Job-specific content suggestions: ZipJob provides valuable advice regarding the most relevant and influential content to include in your resume for different job titles and industries. This guidance is invaluable in customizing your resume for specific roles.
• Cover letter writing assistance: ZipJob supports the creation of impactful cover letters that complement your resume, strengthening your overall job application.
• Unlimited revisions: One noteworthy feature of ZipJob is the option for unlimited revisions and updates to your resume. This ensures that your resume not only meets but continues to meet your specific requirements and mirrors your professional growth.
• Collaboration with resume writers: the platform facilitates direct collaboration with the resume writers, enabling you to share additional information, discuss specific requirements, and seek clarifications at any stage of the resume creation process.
• Launch Package: $139 (or $48/mo)
• Fast Track Package: $189 (or $65/mo)
• Premium Package: $299 (or $27/mo)

>> Use ZipJob to Secure Your Dream Job

Resumeble - Best Resume Builder With Custom Bundles

Star Rating: 4.3/5

Resumeble is a highly efficient and user-friendly resume builder that empowers individuals to create professional and compelling resumes. With Resumeble, crafting a standout resume becomes a streamlined process thanks to its intuitive interface and extensive range of customizable templates.

Whether you’re a recent graduate, a seasoned professional, or someone looking to change careers, Resumeble caters to all needs and skill sets. It offers helpful suggestions and expert advice to ensure your resume showcases your unique qualifications and achievements in the best possible light.

• A 60-day interview guarantee is included
• Budget-friendly package deals are available
• It’s more established than some other websites
• Keyword optimization: This feature helps optimize your resume by suggesting relevant keywords aligned with your target industry or job, enhancing your visibility to Applicant Tracking Systems (ATS) and recruiters.
• Content import: Resumeble allows you to import your existing resume or LinkedIn profile, saving you the time and effort of manual data entry.
• Real-time editing: You have the convenience of editing and modifying your resume in real time, providing the flexibility to experiment with various formats, sections, and content.
• ATS compatibility: Resumeble ensures your resume is ATS-compatible, essential for better visibility and a higher chance of being shortlisted by employers using Applicant Tracking Systems.
• Download options: The platform offers various download formats, including PDF, Word, and plain text, ensuring compatibility with diverse application processes.
• Cover letter builder: Resumeble features an integrated cover letter builder, streamlining the creation of professional and personalized cover letters that complement your resume.
• Career Pro Package : $159.00
• Professional Package : $299.00
• Premium Package : $399.00

>> Use Resumeble to Secure Your Dream Job

Let’s Eat, Grandma - Best Resume Builder for Range of Career Service

Star Rating: 4/5

Let’s Eat, Grandma is an inventive and progressive tool for creating impressive resumes. The platform streamlines the resume-building process, making it easier for job seekers to craft exceptional resumes. With Let’s Eat, Grandma, individuals can create unique resumes that catch the eye of employers and set them apart from the competition.

This user-friendly platform offers a range of customizable templates that allow users to tailor their resumes to showcase their specific skills and experiences. Let’s Eat, Grandma also provides expert advice and recommendations to help ensure that your qualifications and achievements are effectively highlighted in your resume.

• Complimentary resume evaluation
• Choices available for individuals from entry-level to executive-level positions
• Extensive collaboration opportunities
• Not specialized in academic CVs or federal resumes
• Relatively higher pricing compared to some other services
• Potential for a longer turnaround time compared to competing services
• Expert choice: You can save your resume in multiple formats (PDF, Word, plain text) or easily share it with potential employers via email or a link, simplifying the distribution of your resume.
• Error highlighting: The builder can identify potential errors, inconsistencies, or missing information within your resume and provide suggestions or alerts for improvement.
• Section prompts: Pre-written prompts for various resume sections (e.g., work experience, education, skills) can help you structure your resume effectively and ensure you include essential details in each area.
• Customizable sections: You can add, remove, or rearrange sections to tailor your resume to emphasize your strengths and relevant experiences.
• Keyword optimization: The resume builder can recommend industry-specific keywords based on the job description, enhancing your resume’s chances of passing through Applicant Tracking Systems (ATS) and grabbing the attention of hiring managers.
• Starter Package : Priced at $439, but there is an anti-inflation sale price of $389.
• Accelerated Package : $549.
• The premium Package : $689, but the anti-inflation sale price is $614.
• Executive Concierge Service : $1,899 or as low as $119/month.

>> Use Let’s Eat, Grandma to Secure Your Dream Job

ResumeSpice - Best Resume Builder for Job Seekers of Any Level

Star Rating: 3.8/5

ResumeSpice , a renowned online resume builder, streamlines crafting professional resumes. This platform provides job seekers with a user-friendly interface and a wide selection of templates, enabling them to create impressive resumes that align with their career objectives.

With ResumeSpice’s seamless experience, users are guided through each resume section effortlessly while receiving valuable tips throughout the process. From personal details and work history to skills and accomplishments, this platform ensures that all crucial aspects of a resume are comprehensively addressed.

• Additional assistance
• Timely service
• ATS optimization
• Guaranteed interviews
• Restricted revisions
• Insufficient customization options
• Restricted refund policy
• User-friendly interface: ResumeSpice boasts an intuitive and user-friendly platform, simplifying the resume creation process and offering a seamless experience to users.
• Extensive template library: The platform offers a vast selection of professionally designed templates tailored to various industries and job positions. Users can explore different styles and layouts to find the perfect match for their needs.
• Import and export options: ResumeSpice enables users to import their existing resumes in formats like PDF or Word for easy editing and updates. Users can conveniently export their finalized resumes in multiple formats, facilitating sharing with employers or uploading to job portals.
• Mobile-friendly design: ResumeSpice is optimized for mobile devices, allowing users to create and modify their resumes using smartphones or tablets.
• Cloud storage: The platform provides secure cloud storage for users’ resumes, ensuring accessibility and updates from any device with an internet connection.
• Resume tracking: ResumeSpice includes tools for tracking the performance of submitted resumes, such as monitoring views, downloads, and application outcomes. These features empower users to evaluate their progress and make data-driven enhancements to their job search strategies.
• Entry Level Resume : $479
• Professional Resume : $589
• Executive Resume : $699

>> Use ResumeSpice to Secure Your Dream Job

TopResume - Best Resume Builder for Customer Service

Star Rating: 3.6/5

TopResume is an outstanding resume builder explicitly tailored for customer service professionals. It offers a seamless and user-friendly experience, enabling users to create exceptional resumes effortlessly. The platform goes beyond just providing a basic resume template, offering valuable suggestions and tips to optimize the content.

This ensures that each resume created on TopResume is unique and attention-grabbing in the highly competitive job market.

Besides its user-friendly interface, TopResume provides expert review services. These services allow skilled professionals to provide personalized feedback on resumes, helping enhance their overall quality further. By leveraging this feedback and incorporating attention to detail, customer service professionals can create compelling resumes that effectively capture the attention of potential employers.

• Streamlined registration process
• Well-designed and formatted one-page resume
• The summary and Job Scope sections were overly extended
• The training section needed to have prominence
• Skill-based sections: The resume builder features dedicated sections highlighting essential customer service skills, including communication, problem-solving, conflict resolution, and relationship building.
• Expert review services: TopResume provides expert review services where experienced professionals offer personalized feedback and recommendations to enhance the overall quality of your resume.
• ATS compatibility: The platform ensures that the resumes created are compatible with Applicant Tracking Systems (ATS), which employers commonly use for scanning and filtering resumes.
• Download and sharing options: Users can download their resumes in various formats, such as PDF or Word, and easily share them with potential employers or upload them to job portals.
• Industry-Specific Tips: TopResume offers industry-specific tips and guidance to assist users in tailoring their resumes to the customer service field, helping them stand out among competitors.
• Cover letter builder: Besides resume building, TopResume provides a builder that empowers users to craft professional and compelling cover letters customized for customer service roles.
• Mobile accessibility: The platform is mobile-friendly, allowing users to create, edit, and update their resumes while on the go, using their smartphones or tablets.
• Entry level : Up to 200$.
• Professional level : Up to 200$-400$.
• Executive level : Up to $350-$700.

>> Use TopResume to Secure Your Dream Job

Resume Writing Services - Best Resume Builder for Affordability

Star Rating: 3.3/5

While Resumewritingservices.org may be a different size than its competitors, it stands out due to its team of talented and experienced resume writers. The website is user-friendly and provides exceptional service. However, this service’s true strength lies in its writers’ expertise.

Resumewritingservices.org sets itself apart by offering a comprehensive consultation process and goes beyond expectations by providing unlimited calls with its resume writers. This personalized approach distinguishes them from other companies and guarantees each client receives individual attention and support.

• Experienced resume writers of the highest caliber
• Unlimited phone consultations and revisions
• More expensive than rival services
• A limited range of products
• Skilled and experienced resume writers: Resumewritingservices.org takes pride in its team of highly trained and professional resume writers who possess a deep understanding of crafting effective resumes.
• Personalized service: Resumewritingservices.org offers a personal touch by providing unlimited calls with their resume writers. This unique feature allows clients to engage in direct communication and close collaboration with the writers throughout the resume creation process.
• Competitive job market expertise: The writers at Resumewritingservices.org have knowledge of current job market trends. This ensures that the resumes they create are optimized to excel in today’s fiercely competitive job market.
• Quality Assurance: The service maintains a rigorous quality assurance process to guarantee that the resumes delivered to clients meet the highest standards and align with their expectations.
• Timely delivery: Resumewritingservices.org is committed to delivering resumes within the agreed-upon timeframe, ensuring clients receive their documents promptly.
• Client satisfaction guarantee: Resumewritingservices.org offers a client satisfaction guarantee, assuring clients are fully content with the final resume. The service is ready to provide revisions if necessary.
• Affordable pricing: Resumewritingservices.org provides pricing options that are competitive and transparent, making professional resume writing accessible to a wide range of job seekers.

Resumewritingservices.org employs a pricing system that is clear and easy to understand for their resume-building services. The initial package begins at $270 , including a comprehensive consultation with a skilled resume writer and developing an individualized resume.

They offer extra options that enable customers to personalize their packages based on their unique preferences. This adaptable pricing strategy guarantees that clients can choose the services that align with their requirements and financial constraints.

>> Use Resume Writing Services to Secure Your Dream Job

Craft Resumes - Best Resume Builder for Quick-Turnaround

Star Rating: 3/5

Craft Resumes stand out as a well-established writing and editing service known for its ability to deliver effective outcomes. Our dedication to providing a 24-hour turnaround guarantees you’ll receive the initial version of your resume promptly.

Navigating our user-friendly website is effortless, making it easy to use our services. At Craft Resumes, we specialize in crafting customized resumes to match your skills, qualifications, and aspirations for your career.

• Speedy completion
• Customized CVs
• Intuitive site
• Insufficient details
• Absence of assurances
• Quick turnaround: Craft Resumes commits to delivering the initial draft of your resume within 24 hours, ensuring a speedy and efficient service.
• Expert Writers: Craft Resumes prides itself on its team of experienced writers who possess expertise across various industries and stay up-to-date with current hiring trends. They’re dedicated to making your resume stand out and catch the attention of potential employers.
• Unlimited revisions: We provide unlimited revisions to guarantee your complete satisfaction. If you have specific changes or additions in mind, our team will collaborate with you closely to implement the modifications.
• Confidentiality and Privacy: At Craft Resumes, we prioritize the confidentiality and privacy of your personal information. You can trust that your data will be handled securely and with the utmost discretion.
• Tailored resumes: We specialize in tailoring resumes to align with your career objectives, industry, and job requirements. Each resume is personalized to accentuate your unique strengths and qualifications.
• Resume Writing : $229.00
• Basic : $279.99
• Optimal : $339.99
• All-In-One : $499.99

>> Use Craft Resumes to Secure Your Dream Job

Resume Companion - Best Value Resume Builder

Star Rating: 2.8/5

Resume Companion is a virtual platform and service that specializes in aiding individuals in creating resumes that are professional and impactful. It offers an array of resources and tools to assist job seekers in crafting interesting resumes that effectively showcase their skills, experiences, and qualifications.

A prominent feature of Resume Companion is its user-friendly resume builder. This tool allows users to select from various professionally designed templates and personalize them based on their specific requirements.

Users can effortlessly incorporate their personal information, employment history, educational background, skill set, and other pertinent details to produce a customized resume tailored to their needs.

• Intuitive user interface
• High-quality templates
• Efficiency-boosting functions
• Cost-effective choice
• Restricted editing features without subscription
• Absence of extensive customization options
• Limited availability of extra services
• Cover letter builder: Resume Companion goes beyond resumes and provides users with a tool for crafting customized cover letters tailored to specific job applications. This feature guides users through the process, helping them effectively present their qualifications and make a compelling case to prospective employers.
• ATS optimization: In today’s job market, many companies use Applicant Tracking Systems (ATS) to screen resumes. Resume Companion helps users ensure their resumes are ATS-friendly. The platform offers valuable tips and insights on incorporating relevant keywords, formatting the document correctly, and increasing the likelihood of passing through the ATS screening process.
• Educational resources: Resume Companion extends its services by offering an informative blog and educational materials that cover various aspects of resume writing, job search strategies, interview techniques, and career development guidance. These resources provide users with valuable insights and advice to help them create impressive resumes and enhance their job search efforts.
• Download and sharing options: Upon completing their resumes, users can conveniently download their documents in multiple formats, including PDF and Word. Resume Companion also makes it easy for users to share their resumes online or print them offline.
• Customer support: Resume Companion values user satisfaction and offers customer support to assist with users’ questions or concerns while utilizing the platform. Users can access support through email or the platform’s contact form.

Resume Companion provides a cost-effective solution for individuals seeking an all-inclusive service. It’s vital to remember subscription renewal is required to access future editing services. In summary, Resume Companion offers a wallet-friendly option for those who desire a user-friendly resume-building experience without needing advanced writing abilities.

>> Use Resume Companion to Secure Your Dream Job

Our Ranking Methodology for Best Resume Writing Services

To comprehensively and objectively rank the top resume writing services, it is essential to have a thorough methodology. The first step in this process was conducting extensive research and analysis. This involved gathering a comprehensive list of reputable resume-writing services from multiple sources such as online searches, customer reviews, industry directories, and personal recommendations.

• Feature analysis: Evaluate the functionalities provided by each resume builder, considering elements like template variety and quality, customization flexibility, user-friendly editing and formatting options, import/export capabilities, spell check and grammar tools, and integration with job search platforms and professional networks.
• Template collection: Examine the assortment and quality of templates. Look for a wide range that suits various industries, job levels, and design preferences, considering these templates’ aesthetics, readability, and contemporary design.
• Editing and customization: Scrutinize the adaptability and user-friendliness of the editing and customization tools each resume builder provides. Assess the capacity to add or modify sections, reorganize content, and tailor resumes to specific job requirements.
• User interface and experience: Analyze the user interface and the overall user experience each resume builder offers. Evaluate the ease of navigation, instruction clarity, guidance or prompts, and the platform’s responsiveness.
• Integration with job search platforms: Determine whether resume builders offer seamless integration with popular job search platforms and professional networks like LinkedIn or ATS systems. Consider how well the resumes can be transferred and their compatibility with these platforms.
• Additional resources: Evaluate if the resume builders provide extra resources such as sample resumes, tools for creating cover letters, interview tips, or career advice. Consider the breadth and practicality of these supplementary resources.
• Mobile-friendliness: Gauge the mobile-friendliness and responsiveness of the resume builders, recognizing the growing trend of mobile job searching and application processes.
• Customer support: Reflect on the accessibility and quality of customer support services, encompassing options like live chat, email support, or knowledge bases. Assess the responsiveness and helpfulness of the support team.
• Pricing and value for money: Appraise the pricing plans presented by the resume builders in terms of the value they offer based on features, usability, and overall service quality.
• Industry reputation: Consider the standing and trustworthiness of the resume builders, considering factors such as awards, recognition, partnerships, and user feedback from reputable sources.

Buyer’s Guide: Why Use a Resume Builder?

Crafting a well-crafted CV comes naturally to particular job seekers. However, even the most seasoned experts may need help in resume writing. If you find yourself in need of help with creating a compelling resume, here are several ways in which the best online resume builder can be beneficial:

Resume builders provide users with pre-designed templates and helpful tips, streamlining the process of writing a resume and alleviating stress.

Offers Writing Tips

Promoting oneself requires considerable effort. Only some people possess writing skills, even if they enjoy self-promotion. To showcase one’s experience and knowledge effectively, a resume builder can help select the most appropriate words and phrases.

Improves Design

In every field, there are unique standards for an impressive resume. If you need to gain knowledge in design or the tools, resume builders can provide free templates to enhance your resume’s visual appeal and quality.

Applicant Tracking Systems (ATS)

Recruiters often use ATS systems to scan resumes. A good resume builder will help with formatting to ensure that your resume is easy for these systems to read.

What’s the Best Resume Builder?

The ideal resume builder for each individual may differ according to their specific requirements. If you prefer a tool that offers step-by-step guidance in creating your resume, we suggest using a builder that provides helpful tips and recommendations. If you prefer a resume builder that auto-generates a summary, we recommend using a tool that extracts information from your LinkedIn profile.

For those who enjoy having creative control over their resumes, we suggest using a platform with features. By selecting the resume builder that aligns with your needs and suits your industry and personal style, you’ll significantly increase your chances of capturing the attention of hiring managers.

Resume Builder vs. Resume Writing Service: What Matters for You

When it comes to crafting a resume, there are three options available. You can opt to create it independently, use a resume builder tool, or enlist the services of a professional resume writer. Your best choice will depend on your writing abilities, available time, and financial resources.

Do-It-Yourself

You have the choice to construct a resume entirely by yourself. The benefit of this option is that it costs nothing but requires a significant amount of effort. Along with composing all the information, you must possess graphic design skills.

This approach works well if you have these abilities, but with them, your options for creating a resume are unlimited. To overcome this limitation, you can use a resume builder or enlist the help of a resume writing service.

Resume Builder

A tool for creating resumes allows you to input your details into a template, resulting in an original appearance and layout with no design work. The top resume building tools also offer suggestions on enhancing your resume and tailoring it to match the specific job you are applying for.

While you are still responsible for writing the content, once it is written, you can quickly transfer that information into any other template with just a few simple clicks. Some of these services are free and many like to promote themselves as such, but most require a small payment to download your finished resume.

Professional Resume Writing Service

Professional resume writing services are expensive, but they offer the convenience of handling all the work for you. An experienced writer will gather relevant information about your background and transform it into a unique and engaging resume.

The process typically takes a few days, and the level of originality in the outcome largely relies on your choice of company and writer. However, we will not delve into these services further in this guide.

Are Resume Builders Worth It?

Definitely, without a doubt. An effective resume creator will guarantee that your CV is formatted correctly to navigate Applicant Tracking Systems and ultimately reach the hands of recruiters.

Is It Unprofessional to Use a Microsoft Word Resume Template?

Relying on a template will not set you apart, and there is a high likelihood that your application will be dismissed because your resume is identical to those of other job seekers.

Final Thoughts

Choosing the right resume builder is crucial in today’s competitive job market. Creating a professional and impactful resume that stands out from the crowd can significantly impact your job search. With the right tool, you can save time, improve your chances of landing an interview, and ultimately secure your dream job.

When selecting a resume builder, consider your specific needs and priorities. Look for features like customizable templates, industry-specific examples, and the ability to export your resume in different formats. Consider user reviews and ratings to ensure you choose a reputable and reliable platform.

Remember, an exceptional tool for crafting resumes should give you the power to present your skills, experience, and accomplishments effectively. It should simplify and expedite creating a resume without hassle. Investing in a reliable resume builder is investing in your professional future.

Therefore, explore the different options available for resume builders. Test out their free trials or demos and choose the best fit for your objectives. Our top recommendation is Super Star Resume . This meticulously designed resume can open doors to exciting career prospects and be a dependable companion on your journey toward success.

Ahad Waseem is a business, blockchain, and cybersecurity writer who often takes on art, politics, and economics too. As a linguistic engineer who writes to solve problems, he’s written for various tech and business publications. When he’s not writing, he’s probably on horseback, caring for his houseplants, or training Bonsai trees. He can be reached at [email protected] . McClatchy’s newsrooms were not involved in the creation of this content. We may earn a commission if you make a purchase through one of our links.

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