Help Desk Specialist Resume Sample
Laury Gerlach
6199 Hulda Parkways,
Phoenix,
AZ
+1 (555) 139 3385
Work Experience
Help Desk Specialist
08/2015
-
PRESENT
Phoenix, AZ
- Troubleshoot connectivity and computer issues on end user’s machine
- Responsible for providing Service Desk services that support users by addressing events, user incidents and requests either by responding and resolving them internally within SENS3 or by transferring responsibilities to external service providers to assist in resolving them, while continuing to proactively monitor and assist in resolving them on each user’s behalf
- Experience with FWS, PIPS, and portal required
- U.S. citizenship (required for federal security clearance)
- Coordinates a team to provide first-tier level of support to residents, staff and management of Housing and Dining Services (HDS)
- Oversees the day-to-day operations of a multiple location IT Help Desk environment
- Participates in a team work environment that results in contribution to achievement of project goals and objectives, periodically participating in a lead role for a project or a phase of a project
IT Help Desk Specialist
07/2008
-
03/2015
Dallas, TX
- Hires, schedules, and evaluates the work performance of approximately 18 hourly student Help Desk staff
- Monitors services provided to assure quality, performance and production goals for the Help Desk are met
- Proficiency with Microsoft Excel , Microsoft Office, and data bases
- Hands on help desk technical support in a Windows environment
- Demonstrated experience in hardware support, parts replacement and imaging
- Hands on experience with Active directory
- Microsoft OS experience required
- Hands on and over the phone technical support experience required
Software Licensing Help Desk Specialist
09/2002
-
06/2008
Phoenix, AZ
- US citizenship with the ability to pass a government sponsored background investigation, if needed
- Level 1 Helpdesk supporting company's Hardware/Software, and Mobile Devices
- Log all calls into Remedyforce ticketing system for future reference
- Assist in the development of our Knowledgebase
- Excellent customer service & organizational skills
- A high level of work performance and professionalism in dress and attitude
- Strong organizational and customer relations skills
Education
Friends University
1998 - 2002
Bachelor's Degree in Computer Science
Professional Skills
- Typing skills 25+ words per minute. Able to spend considerable time on the phone. Excellent technical troubleshooting and problem solving skills
- Time& work management skills that involve prioritizing multiple tasks and maintaining an organized, clean work space to effectively deliver results
- Provide excellent interpersonal communication skills to support the delivery of outstanding customer experience in a team-based environment
- Demonstrate strong communication skills, both verbally and written
- Communicate effectively and efficiently, demonstrating strong written and communications skills
- Manage and enhance the user experience with technology using strong guest service skills
- Excellent PC skills, including hardware and software operating systems
How to write Help Desk Specialist Resume
Help Desk Specialist role is responsible for customer, troubleshooting, interpersonal, technical, software, analytical, communications, telephone, basic, organizational.
To write great resume for help desk specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Help Desk Specialist Resume
The section contact information is important in your help desk specialist resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Help Desk Specialist Resume
The section work experience is an essential part of your help desk specialist resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous help desk specialist responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular help desk specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Help Desk Specialist resume experience can include:
- Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas
- Strong telephone communication skills. Excellent phone support and troubleshooting
- Two or more years of previous experience in a professional environment with solid phone support skills
- Demonstrates solid interpersonal, customer service and telephone etiquette skills
- Demonstrate effective verbal and written skills
- Solid organizational skills and ability to prioritize work to meet project deadlines
Education on a Help Desk Specialist Resume
Make sure to make education a priority on your help desk specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk specialist experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Help Desk Specialist Resume
When listing skills on your help desk specialist resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical help desk specialist skills:
- Effectively seeks out those who can provide coaching in new job skills
- Strong customer management skills, with a good grasp of learning styles
- Good listening, written and oral communication skills with a strong desire to deliver exceptional customer service to the user community
- Demonstrated interest in computer technology as evidenced through course work, extracurricular activities, and/or prior work experience
- Excellent oral and written communications skills with customers and peers; tactful and effective customer communications
- Excellent written and verbal skills that foster effective communication within the team, company, and end users
List of Typical Experience For a Help Desk Specialist Resume
1
Experience For IT Help Desk Specialist Resume
- Excellent written, oral, and interpersonal communications skills, including excellent customer service and self-motivation skills
- Excellent communication skills and the ability to work in a team environment spanning the globe
- Strong trouble shooting skills and a desire to solve the problem at hand
- Solid teamwork and interpersonal skills; enjoys working with multiple customers
- Excellent in person support skills with high level government VIP's
2
Experience For Senior Help Desk Specialist Resume
- Outstanding hardware and software troubleshooting skills
- Vision, hearing, speech and typing skills
- Two or more years of experience with desktop support or call center experience
- Utilize solid MS Office 2016 application experience to troubleshoot customer issues
- Self-motivated and able to learn new technologies, skills, and applications
- Proven Help Desk experience
- Provide professional telephone skills with proper phone etiquette required
- Upper-intermediate English language skills
- Proven experience as a help desk specialist or other customer support role
3
Experience For Software Licensing Help Desk Specialist Resume
- Prior Service Desk experience
- Prior work experience in Help Desk Support or Technical Support environments
- The ability to effectively respond to questions from managers, coworkers and customers
- AA and three years related experience or the equivalent combination of experience and education
- Prior IT help desk phone support experience
- Displays time management, organizational and problem-solving skills
4
Experience For Lead Help Desk Specialist Resume
- Answering, evaluating, and prioritizing incoming calls/trouble tickets
- Providing excellent customer service; handling incoming work orders, emails, and phone calls for a customer base of over 3500
- Working knowledge and experience with Microsoft Windows 7, Office 2010, Active Directory, and Exchange
- Understanding of computer security best practices for protecting user information and data and experience with Antivirus software and other security procedures
- Experience in logging and tracking problems and requests from open to close, using an issue tracking tools such as Solarwinds
- Attention to detail while meeting deadlines and managing changing priorities
- Experienced in building, setup and removal of desktop equipment including PCs, laptops, imaging phones, peripherals and software
5
Experience For Help Desk Specialist, Associate Resume
- Troubleshoot/diagnose and repair equipment, restoring it to good working order utilizing warranties wherever possible
- Experience Monitoring and supporting ticket workflows
- Experience with networking is required, including
- Experience in deploying new systems and replacement user systems as needed and appropriate urgency surrounding such requests
- Experience documenting work in a trouble ticketing system
6
Experience For Help Desk Specialist Tier Resume
- Experience working with a ticketing system such as Asana, Remedy, ServiceNow, or equivalent
- Experience providing PC troubleshooting and desktop application assistance over the phone
- Knowledge of computer and software fundamentals including thorough troubleshooting experience
- Experience using issue tracking and documentation tools like JIRA and Confluence
- Experience with common desktop tools and technologies, including Microsoft Office and SharePoint required
- Excellent investigative and problem solving abilities
- Demonstrates ability to establish a positive relationship with client while seeking solutions
- Answer, evaluate, and accurately prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users
7
Experience For Mid Level Help Desk Specialist Resume
- Previous experience using IT service desk management systems such as Remedy, BMC, Numara etc
- Answers, evaluates, and prioritizes incoming telephone calls, voice mails and e-mail requests for assistance
- Technical experience supporting hardware and software in
- Experience providing technical support to Windows workstations
- Experience providing user support
8
Experience For Service Desk / Help Desk Specialist Resume
- Experience providing phone and/or in-person support
- Strong knowledge of customer care processes and techniques while providing exceptional customer service
- Strong writing background required
- Experience in providing information technology support
- Extensive experience with hardware, software, and network troubleshooting
- 6+ months of experience providing phone and/or in-person support
9
Experience For Com-f Junior Help Desk Specialist With Secret Clearance Resume
- Experience with Active Directory for account creation is required
- Computer experience
- Experience monitoring operational activities of all cells
- Experience coordinating with impacted mission partners and communication of outages and plans
- Interact with all levels of our customer base and provide excellent customer service
- MCSA Windows 7 certification (Microsoft Certified Solutions Associate) or ability to obtain one prior to start date (paid for by ASRC Federal)
- Excellent problem solver and fantastic communicator
- Communications, verbal and written that deliver an effective, clear, concise message
- Three (3) years of Help Desk experience
10
Experience For Senior Help-desk Specialist Resume
- Experience with Microsoft Windows.Knowledge of Windows Active Directory, TCP/IP and network technologies
- One to two years administrative/clerical experience
- Experience in SCCM- System Center Configuration Manager
- Experience in Windows Active Directory Administration
- Experience with training users (in person and / or online)
- Determines when it is necessary to forward/assign a problem to the appropriate group and prioritizes accordingly
- Demonstrated ability to balance the demands of multiple projects, conflicts, and time pressures constructively and efficiently to meet organizational needs
- Demonstrate an understanding of the job description, performance expectations, and competency assessments
List of Typical Skills For a Help Desk Specialist Resume
1
Skills For IT Help Desk Specialist Resume
- Proven ability to operate effectively in a team environment
- Excellent listening and questioning skills; ability to present ideas in understandable language
- Excellent problem solving skills, initiative to be proactive within the role, and ability to work independently
- Apply technical skills, knowledge, and troubleshooting experience to proprietary applications and systems
- Knowledge of network operating systems and network setup. Strong telephone communication skills
2
Skills For Senior Help Desk Specialist Resume
- Excellent phone support and troubleshooting skills
- Strong problem solving and assessment skills
- Strong communication skills, with a passion for developing customer relations
- Excellent communication skills (written and verbal), as well as an ability to follow standards
- Demonstrate patience, communication skills, empathy, respect, and customer care
3
Skills For Software Licensing Help Desk Specialist Resume
- Work effectively in a team environment and demonstrate high ethical standards
- Possess effective time management and project management skills
- Excellent time management and organization skills. Ability to manage multiple concurrent tasks with minimal supervision
- Strong customer support background and verbal communication skills
- Professional customer service skills with the proven ability translate technical findings
4
Skills For Lead Help Desk Specialist Resume
- Develops/demonstrates ability to use analytical skills to solve problems with occasional guidance
- Strong organizational skills and ability to troubleshoot digital copiers required
- Good oral and written communications skills and customer responses
- Excellent interpersonal skills and the ability to provide verbal directions
- Strong interpersonal skills and a team player mindset
5
Skills For Help Desk Specialist, Associate Resume
- Strong active listening, oral and written communication skills
- Excellent customer service skills with ability to interpret end user questions and troubleshoot
- Proven customer service, interpersonal and verbal and written communication skills
- An ability to prioritize and organize work effectively
- Technical Help Desk or Service Desk experience with demonstrated aptitude/skill in both software and hardware is required, to include
6
Skills For Help Desk Specialist Tier Resume
- Excellent organizational and time management skills, especially the ability to manage multiple concurrent tasks
- Team player with excellent communication skills and works well under pressure
- Excellent organization skills and ability to follow up and follow through are essential
- Demonstrate customer service, leadership and team skills
- Demonstrate detail orientation and analytical skills
- Demonstrated ability to work effectively with a diverse group of faculty, students, administrators, staff, and others
- Applies basic systems testing to verify with user groups that installations are operating effectively
- Documentation or publishing skills (job aids, training manuals, etc.)
- Experience troubleshooting general networking, wireless , and connectivity problems; and knowledge/experience with remote desktop and VPN
7
Skills For Mid Level Help Desk Specialist Resume
- A firm understanding of Windows/ Mac OS and applications with a broad range of technical knowledge and creative troubleshooting skills
- 6+ months proven experience working with cloud based file sharing such as Dropbox, OneDrive, iCloud, or equivalent
- 6+ months proven experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud, or equivalent
- Computer skills needed include working knowledge of the following
- Experience and strong knowledge of Windows 7 & 10 operating systems; Windows Active Directory & Group Policy and the Microsoft Office application suite
- Experience troubleshooting Windows 10, MS Office 2016 and strong ability to support MS Outlook
8
Skills For Service Desk / Help Desk Specialist Resume
- Basic knowledge and troubleshooting skills for laser jet, ink jet, and label printers, scanners, and fax machines required
- Basic knowledge and troubleshooting skills related to computer hardware and software required
- Basic knowledge and troubleshooting skills related to TCP/IP network connectivity issues required
- Customer service skills, particularly when handling difficult situations
- Solid experience with mobile devices is required, including but not limited to: iOS, Android and Blackberry platforms
- Five years’ experience in Information Technology required including at least 3 year of customer service experience in IT
- One year Information Technology experience, including work experience in customer service is required
9
Skills For Com-f Junior Help Desk Specialist With Secret Clearance Resume
- Proven knowledge of and hands-on experience with workstation operating systems, applications, hardware and systems integration
- Basic troubleshooting skills for iOS and Android devices
- Technical troubleshooting skills with Windows 7-10 workstations, basic Active Directory (add/delete users, password resets), MS Office 2010-2013
- Prior experience in an IT support environment providing direct level two end user support
- Continuously develop individual knowledge and troubleshooting skills to improve issue resolution speed and quality
- Strong demonstrable experience with MS operating systems (Windows 2000, Windows XP, Windows 7, Server 2003/2008)
- Prior experience with a ticketing system, such as ServiceNow
- Prior experience using a remote access tool, such as Bomgar
- Customer Service Skills (phone support)
10
Skills For Senior Help-desk Specialist Resume
- ) Strong customer support experience
- Have the ability to quickly learn support skills for new applications
- Basic MS Office skills to include Word, Excel and Outlook
- Interface and communicate effectively with government personnel and other contractor staff
- One (1) year experience in IT required including at least one (1) year of customer service experience in IT
List of Typical Responsibilities For a Help Desk Specialist Resume
1
Responsibilities For IT Help Desk Specialist Resume
- Hearing and speaking abilities to effectively communicate through the telephone and in person
- Demonstrated troubleshooting techniques, and a strong working knowledge of Microsoft Windows operating systems, including Internet Explorer
- Experience using help desk ticketing software and experience with Mac and iOS platforms
- Develop and sustain high-quality, empathetic, informed telephone and customer communication skills
- Organize, prioritize and schedule workload; office experience required
- Versatile communication skills – is able to support any users
- H.S. Diploma / GED and 4+ years of experience in an IT or call center environment and 2 years of experience in a customer service position
2
Responsibilities For Senior Help Desk Specialist Resume
- Two to four years related experience; or equivalent combination of education and experience
- Related work experience, Experience with A+, Net+, MCP or MCDST
- Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, Office, etc.) is required
- Exceptional written, verbal, and non-verbal communication skills
- Work effectively and responsibly in a team or independently
- Diagnose and resolve basic technical skills
3
Responsibilities For Software Licensing Help Desk Specialist Resume
- Communicate results effectively in both oral and written form; compose correspondence and reports
- Create and foster a positive, helpful and effective user experience. Ensure and confirm that issues are resolved to the customer's satisfaction
- Understanding of and demonstrated ability in the use of call tracking software and related tools for documentation of call center operations
- Understanding and/or experience in detecting potential cyber security attacks and breaches, and how to resolve common problems
- Document management experience (most mid to large sized law firms have this as do most Perot employees); blacklining, redlining, track changes; troubleshooting
- Experience and understanding of cyber security issues such as phishing, ransomware, and related attacks and providing protection and resolution of issues
- Experience delivering technical training to end users on software applications and hardware support in a classroom and/or one-on-one setting
- Experience working with a ticketing system such as Asana, Remedy, ServiceNow, Zendesk or equivalent
4
Responsibilities For Lead Help Desk Specialist Resume
- Related experience supporting computers and peripherals such as printers, monitors, docking stations and AV equipment
- Past experience working in a training environment
- Experience with troubleshooting and providing local/remote desktop support
- Experience troubleshooting Windows Desktop Operating Systems 7/8.x/10
- Experience working with desktop/server IT systems using Windows or Linux
5
Responsibilities For Help Desk Specialist, Associate Resume
- Help desk experience diagnosing and resolving technical problems with both software and hardware
- Solid understanding of Call Tracking Software
- Experience working with a ticketing such as Asana, Remedy, ServiceNow, or equivalent
- 6+ months experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud, or equivalent
- Experience with setup and troubleshooting of all aspects of network printing (network print servers, spoolers, and related devices)
- Experience setting up various Windows services such as IIS, FTP, RDP General understanding of Active Directory concepts and functions
- Have excellent English writing and speaking ability (essential)
- Provide effective verbal and written communications to customers keeping them updated with process and status
- Experience within the following: Windows 10, PCs, Active Directory
6
Responsibilities For Help Desk Specialist Tier Resume
- Experience in Help Desk support and remote user support for resolving application and hardware issues is required
- Experience with Footprints, Remedy, or a similar Help Desk Ticketing
- Experience in using Microsoft Word, Excel, and Outlook
- Direct experience with incident troubleshooting and escalation
- Experience working in a customer call center or Help Desk environment desirable
7
Responsibilities For Mid Level Help Desk Specialist Resume
- Experience troubleshooting Microsoft Windows O/S (Windows 7 and Windows 10) and Microsoft Office Suite
- Experience handling Level 3 Tech Support calls or those escalated to high level or expertise
- Experience with the use of ticketing systems
- Experience with managing student staff in Higher Education
- Experience with handling inventory of supplies or equipment
8
Responsibilities For Service Desk / Help Desk Specialist Resume
- Experienced in Hardware and Software Troubleshooting
- Experience supporting PC’s, Laptops, Mobile Devices and current versions of Microsoft Office
- Experience with basic administration of the following
- Experience in working with IBM, Lenovo, HP, and Dell hardware
- Solid understanding of Citrix Systems application is required
9
Responsibilities For Com-f Junior Help Desk Specialist With Secret Clearance Resume
- Solid understanding of Network fundamentals is required
- Experience with ticketing systems such as Remedy, SMS or ServiceNow
- Strong troubleshooting, analytical, and logical thought capabilities
- Three years professional experience in working in a Client Services, IT Help Desk Environment, or related field
- Experience with Windows 7/10, Microsoft Office 2007/2010/2013, PC Hardware, Printer Hardware, Microsoft active directory, remote access, and ticketing systems
- Skill in customer service, communication and problem solving
- Experience trouble shooting PCs and printers in a client server environment required
- Work experience supporting Windows, OS X, and mobile platforms and applications
10
Responsibilities For Senior Help-desk Specialist Resume
- Excellent understanding of Windows 7 and Windows 10 computer systems, mobile devices, and other technical products
- Prioritize and organize work in a fast-changing environment
- Experience in a help desk or troubleshooting environment
- Three or more years' experience in the Help Desk support and remote user support for resolving application and hardware issues is required
- Experience with Network Troubleshooting (DHCP, Connectivity, DNS, etc.)
- Experience working as a Helpdesk Technician or other customer service role
- History of being on time and strong attendance record
- Good understanding of computer systems and mobile devices
- Experience with training users (in person and/or online)
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