Helpdesk Technician Resume Sample
Madge Bogisich
6396 Marks Inlet,
Chicago,
IL
+1 (555) 235 4293
Work Experience
Senior Helpdesk Technician
12/2015
-
PRESENT
Boston, MA
- Deploy of new PC's, laptops, software and peripheral equipment
- Ability and desire toward learning The Company's technology, support policies, and methods
- Ability and desire toward learning organization's Healthcare's technology, support policies, and methods
- Abide by organization's policies and procedures
- Attempts to answer all questions
- Problem solving: the individual identifies and resolves basic user and technical problems in a timely manner, gathers and analyzes information skillfully
- Customer service: the individual manages difficult client/customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance and meets commitments
Helpdesk Technician
03/2009
-
10/2015
New York, NY
- Use discretion when dealing with sensitive or confidential data
- Create technical product documentation for hardware/software installations, troubleshooting techniques and problem resolution
- Helps determine technical needs of supported systems
- Participates as a team member on projects
- Perform basic computer builds and configuration for new hires
- Installation and configuration of operating system(s), desktop applications and security/antivirus related software
- Deploy new computer equipment, including workstations and printers
- Support basic Microsoft related technologies such as Windows OS, Office and Exchange,
Junior Helpdesk Technician / Installer
10/2002
-
10/2008
Philadelphia, PA
- WinForm application understanding
- SQL basics (services and users)
- Operating System understanding (windows, macOS, etc.)
- Outlook organization and communications skills
- Ability and desire toward learning Healthcare's technology, support policies, and methods
- Provide primary technical support for proprietary systemand related hardware
- Strong desktop support skills, including Windows XP and Windows 7
Education
Doane University - Crete Campus
1996 - 2001
Bachelor's Degree in Computer Science
Professional Skills
- Excellent Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Exceptional written and oral communication skills, strong documentation skills required
- Strong organizational and multitasking skills with the ability to manage priorities and workflow while providing accurate documentation and accountability
- Strong troubleshooting skills and proven ability to use the tools at hand to research and resolve problems
- Demonstrate excellent customer service & communication skills
- Strong team orientation with excellent written and communications skills
- Strong technical writing skills including technical diagramming using flowcharts, data flow diagrams and other applicable documentation methods
How to write Helpdesk Technician Resume
Helpdesk Technician role is responsible for customer, troubleshooting, organizational, technical, windows, microsoft, communications, software, mac, listening.
To write great resume for helpdesk technician job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Helpdesk Technician Resume
The section contact information is important in your helpdesk technician resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Helpdesk Technician Resume
The section work experience is an essential part of your helpdesk technician resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous helpdesk technician responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular helpdesk technician position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Helpdesk Technician resume experience can include:
- Strong organization skills with excellent attention to detail and accuracy
- Good technical support skills to assist and troubleshoot non-technical users on a variety of operating systems, hardware, devices, software and environments
- Strong analytical, technical, problem solving and organizational skills
- Strong interpersonal, relationship-building, and customer service orientation skills
- Solid experience using MS Office, with good knowledge in Excel and Access
- Provide high level of customer service, while maintaining good organizational and communication skills
Education on a Helpdesk Technician Resume
Make sure to make education a priority on your helpdesk technician resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your helpdesk technician experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Helpdesk Technician Resume
When listing skills on your helpdesk technician resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical helpdesk technician skills:
- Skill in effectively prioritizing assignments and tasks
- Be able to communicate effectively to users and IT members to help understand or effectively troubleshoot issues or requests as they are submitted
- Communicate clearly and effectively with both oratory and written skills
- Good decision-making & problem solving skills
- Excellent organization, communication, writing and interpersonal skills
- Excellent Windows 7, 8, 8.1, & 10 administration, installation, and troubleshooting skills
List of Typical Experience For a Helpdesk Technician Resume
1
Experience For IT Helpdesk Technician Resume
- Strong Mac OSX 10.9 and 10.10+ skills
- Solid Windows 7 skills in a support role
- Customer-oriented strong customer service skills
- Excellent communication skills are necessary to relay technical information to non-technical users
- · Excellent written and verbal communications skills
- Proficient in telephone usage and effective communication skills
2
Experience For Senior Helpdesk Technician Resume
- Mac OS skills in troubleshooting
- Help desk/call center experience or IT customer-facing experience
- Experience in IT or an equivalent combination of work experience and education
- Proven experience as a Helpdesk technician or other customer support role
- Enhanced problem-solving skills to get to the core of the incident for faster resolution
- Prior experience working with diverse cultures and different time zones
- Demonstrated ability to meet priority assignments and task deadlines
- Min 2-3 years of experience in IT or an equivalent combination of work experience and education
- Update and maintain skills in use of current technology and information management systems
3
Experience For MPS Helpdesk Technician Resume
- Effectively communications with users in resolving issues as measured by customer satisfaction
- Prior Tier I help desk experience
- Some experience with Word, Powerpoint, SAP, and Excel, strongly desired
- Keep good communication with end-users and provide ongoing training
- Provide a value added experience with outstanding customer service
4
Experience For IT / Technology Services Helpdesk Technician Resume
- Experience troubleshooting VOIP
- Experience with HelpDesk or call tracking software required
- Proven problem solving is essential
- Experience working with PC hardware and software
- Handle multiple and changing priorities with confidence
- Experience providing first line response in a very customer centric way
5
Experience For Junior Helpdesk Technician / Installer Resume
- Experience with current Windows operating systems, configuration with the ability to train users in their operation
- Preferably 1-4 yrs. Experienced Employees specializing in IT/Computer - Hardware or equivalent
- Experience tracking user account creation/termination requests, and reset requests
- Experience working within a fast-paced environment is required in order to meet aggressive schedules
- Proficiency with Microsoft Office suite and strong technical knowledge of current Windows operating systems required
- Experience with Helpdesk ticket tracking software and knowledge of remote desktop support tools such as RDP, VNC, etc
- Correctly prioritizing tickets as needed (Low, Normal, High, Urgent, Critical)
6
Experience For Helpdesk Technician Level Resume
- Experience providing desktop support for Microsoft Office Suite 2010,2013, 2016
- Perform diagnostics and resolution. Escalates high priority requests and unresolved issues to the appropriate resources within IT
- Three to five years Customer Service and/or Customer Contact Center experience
- Advanced Computer and Application experience
- Identify technical issue, resolve if within skill set and escalate to the appropriate team, if necessary
- As time permits, follow up with prior assisted customers to ensure total customer satisfaction was accomplished
7
Experience For Online Helpdesk Technician Resume
- HelpDesk Technician experience
- 6+ Months of Help Desk experience
- Experience in desktop support roles – both over the phone and in person
- Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request
- Verify that the computer labs are available and in good working order
8
Experience For Junior Internal IT / Helpdesk Technician Resume
- Experience diagnosing problems remotely
- Supervise the good implementation of repairs and check the correct operation of the products after intervention
- Analyze and prioritize issues to minimize customer “”down time”” due to computer hardware or software failures
- Relevant help desk and/or technical support experience, preferably with an A+ or Network+ certification
- Advanced troubleshooting/repair experience to include printer repair, phone systems, client anti-virus issues, and connectivity issues
- Experience with Active Directory, administration, the creation of user accounts, and Internet email
- Work in a supportive, fast-paced team environment with a strong commitment to accountability
- Strong desire to serve with excellence
9
Experience For Helpdesk Technician, Co-op Resume
- Technical knowledge of PC, desktop hardware, and internal components. Hands-on hardware troubleshooting experience
- Support experience within a Mac-based environment and the ability to implement both Mac and PC workstation upgrades and support
- Supports, cooperates with, and implements specific procedures and programs for
- Provide excellent customer service performing basic troubleshooting of computers and other related devices in person or via remote computer access and phone
- Experience working a service desk or in a help desk setting
- Monitor ticketing system and take ownership of unowned tickets, prioritize by severity and date/time received
10
Experience For Tier Helpdesk Technician Resume
- Knowledge of and/or experience supporting Windows and MS Office products
- Team player, self-motivated, organized, detail oriented and able to handle changing priorities
- Experience responding to technical trouble tickets
- IT Phone Support experience
- Previous successful customer service experience is considered an advantage
- One year experience in an end user support environment
- Experience as an IT Specialist or related position in an office environment
- Provide excellent services through phone to IT users for basic end user related hardware's and software's, desktop related LAN network systems
- Technology experience, preferably in a fast-paced environment
List of Typical Skills For a Helpdesk Technician Resume
1
Skills For IT Helpdesk Technician Resume
- Skill in providing technical assistance, guidance and training to customers of varying levels of skills and expertise
- Soft skills that include critical thinking, excellent oral and written communication and active listening
- Excellent MS Office 2010, 2013, & 2016 administration, installation, and troubleshooting skills
- Excellent PC Desktop/Laptop hardware installation and troubleshooting skills
- Strong analytical skills with a focus on business process mapping and the ability to apply system solutions to business problem
- Demonstrated effective experience in troubleshooting issues of a technical nature
- Strong communications skills and pleasant phone demeanor are essential
- Strong customer service skills with the ability to work in a team environment but work independently as well
- Able to effectively prioritize, multitask and cross-train other team members
2
Skills For Senior Helpdesk Technician Resume
- Reviewing all incidents opened to ensure priorities are correct (accurately classifying, prioritizing and recording the service requests)
- Typing and communications skills to ensure quick and accurate entry of service request details
- · Incredible troubleshooting skills that leverage critical thinking
- Provide permanent solutions to users by effectively diagnosing issues or when necessary escalate recurring issues to work towards a permanent solution
- Skill in establishing and maintaining effective work relationships
- Solid experience with operating systems like OSX and PC
- Prior experience working as a Tier I or Tier II Helpdesk Technician
- Prior experience working within the Intelligence Community
3
Skills For MPS Helpdesk Technician Resume
- Valid driver’s license in good standing and reliable transportation for purposes of travel to branch office locations
- At least one year of experience in IT support, or other experience demonstrating a desire to enter this career path
- Intermediate networking skills such as TCP/IP, DHCP, DNS, PowerShell; Can troubleshoot network connectivity problems
- Basic desktop/software troubleshooting skills
- Experience in a Technical Support and/or Systems Administration function or an equivalent combination of work experience and education
4
Skills For IT / Technology Services Helpdesk Technician Resume
- Experience in IT or an equivalent combination of work experience and education
- Verify that suggested solutions effectively resolve the users' problems through verbal and/or email follow-up
- Experience in IT, or an equivalent combination of work experience and education
- Address support tickets assigned based on priority/urgency in an efficient, effective and timely manner
- Communication skills for timely and regular interaction with all involved parties
- Applies job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity
- Able to communicate thoughts effectively; Agile and interactive
- Strong IT helpdesk experience
- Effectively escalates issues and problems that are not resolvable, to ensure business needs are met quickly
5
Skills For Junior Helpdesk Technician / Installer Resume
- Effectively communicate technical issues, risks, and approaches to customers and co-workers at all levels
- Effectively manage customers under stress
- Experienced in providing customer service and strong telephone etiquette with previous helpdesk support is required
- Exceptional customer service communications skills
- Answering inquiries received at the Help Desk and accurately classifying, prioritizing and recording the service requests into Zendesk Ticketing system
6
Skills For Helpdesk Technician Level Resume
- Building customer trust and value by providing a quality experience on every contact
- Working closely with our global helpdesk and Infrastructure teams to design and deploy an effective enterprise Mac infrastructure
- Enterprise printing/faxing/scanning hardware troubleshooting experience
- Experience designing, specifying, and developing solutions for complex heterogeneous computing infrastructure
- Experience coordinating, tracking and performing system testing
- Experience setting up/rebuilding Windows machines and transferring/saving user profiles and data
7
Skills For Online Helpdesk Technician Resume
- 1) Experience setting up desktop and laptops to include imaging and configuring
- Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records
- Experience producing and delivering end user documentation as well face-to-face and online training and presentations
- Experience supporting, deploying, imaging Windows 7
- Answer inquiries received at the Help Desk and accurately classifying, prioritizing, and recording the service requests
- Experience troubleshooting and resolving PC hardware and software issues (including Microsoft Office)
- Good understanding of networking principals, including TCP/IP
- 3) Strong understanding of connectivity issues in understanding of cabling connections to devices
- Basic telephony and networking troubleshooting experience
8
Skills For Junior Internal IT / Helpdesk Technician Resume
- Experience working in a higher education computing department
- Experience providing computing support services within an enterprise level helpdesk
- Experience testing and evaluating software for quality control and proper operations
- Experience recommending hardware and software solutions, including new acquisitions and upgrades
- Experience using tracking systems such as Remedy
- Strong technical understanding of technology, including various hardware, software and network systems
9
Skills For Helpdesk Technician, Co-op Resume
- Ensures timely resolution/referral of user problems by understanding the impact to the user and by assigning an appropriate priority
- Responds to High and Critical priority tickets/projects according to standard operating procedures
- Experience formatting and configuring iPhones and iPads for reuse
- Experience providing desktop support for Windows and Mac OSX Operating Systems
- Experience with desktop operating systems including Windows 7, 8 and 10
- Excellent understanding of Microsoft Operating Systems Win XP to Windows 10
- Good understanding of Group Policies and troubleshooting of them
- · Experience supporting web based applications using multiple browser bases (required)
10
Skills For Tier Helpdesk Technician Resume
- Development of reporting processes to inform management and help decision-making about support activities, priorities and performance
- Answer inbound contacts with effectiveness and efficiency pertaining to products and solutions of GTS Services acheiving a case resolution of 95%
- Technical troubleshooting experience
- Video Conferencing systems experience desired
- Experience supporting end users in local and wide area networks
- Experience troubleshooting desktop or mobile systems, workstations, and network issues in a heterogeneous environment
- Coordinate the testing of assigned core software releases prior to installation
List of Typical Responsibilities For a Helpdesk Technician Resume
1
Responsibilities For IT Helpdesk Technician Resume
- Verify that solutions effectively resolve the users' problems through verbal or email follow up
- Roughly a year of prior experience in a help desk environment
- Phone skills, training, verbal communication, and coaching
- Skill in installing, configuring, maintaining and trouble-shooting personal computers, related equipment and software applications
- Experience setting up and troubleshooting video conferencing systems (Blue Jeans, Cisco, etc.)
- Strong working knowledge of core applications including Windows 10, Microsoft Office, imaging tool, Active Directory
- Experience with firewall concepts and technologies, including VPN, Routing, NAT Translations, Content Filtering and so on
- Experience installing and configuring Windows 7, 8, & 10, networked and local printers, and business applications
2
Responsibilities For Senior Helpdesk Technician Resume
- Experience supporting and repairing hardware such as desktops, laptops, keyboards, printers, mobile devices, iPad and tablets, etc
- Experience troubleshooting in a Windows 7 operating systems
- Strong professional and technical writing ability
- Strong understanding of current computer, telephonic and mobile technology
- Experience within an IT department providing 1st line support
- Experience troubleshooting applications
- Experience professionally supporting technologies such as Microsoft office, Windows, and MAC
- Experience with LAN and Cabling
- Experience troubleshooting Windows OS and Microsoft Office Suite
3
Responsibilities For MPS Helpdesk Technician Resume
- 3) Experience supporting applications i.e. password resets, connectivity issues
- ) of experience with providing technical support to end users
- Three or more years of experience with Microsoft administration, Microsoft Exchange and network infrastructure
- Resolves work orders. Elevates complex and/or high priority problems to the appropriate support group for resolution
- Strong Network and PC/Mac knowledge
- Strong Microsoft Office (Excel, Word, Access, etc.), Adobe applications, Windows 7/10
- Experience as a Help Desk Technician or equivalent
4
Responsibilities For IT / Technology Services Helpdesk Technician Resume
- Provide Support for less experienced members of the team
- Work with the local office technical support teams to prioritize and optimize response times to customer service requests across the region
- Elevate complex and/or high priority problems to senior team members or the appropriate support groups for resolution
- Relevant experience
- Active directory experience REQUIRED
5
Responsibilities For Junior Helpdesk Technician / Installer Resume
- IT HelpDesk experience, preferably in the Telecom Industry
- One or two years experience in Information Technology
- AV: Cisco Gear experience
- Good understanding of computer systems, mobile devices and other technical products
- Good understanding of Windows 10
- Experience troubleshooting Microsoft Office 2016 applications, especially Word, Excel, and Outlook
- Experience in resolving virus and malware issues
- Basic experience configuring printers
6
Responsibilities For Helpdesk Technician Level Resume
- Experience with managing Office365 and Active Directory users
- Excellent knowledge of PC based hardware and software systems
- Experience with US Air Force Systems
- Previous experience in a customer service and/or IT support environment
- Previous technical support and customer service experience
7
Responsibilities For Online Helpdesk Technician Resume
- Remote support help desk experience
- Desired: Experience with Server 2008 R2, Server 2012, VMware ESX or HyperV
- Typically require 2-5 years of related experience
- Combination of education and experience, okay
- Multitask and prioritize a busy workload
- Experience in a computer/tech engineer role
- Mentoring and training Level 1 technicians along with making sure they are following all procedures and SLA’s are being met
8
Responsibilities For Junior Internal IT / Helpdesk Technician Resume
- Logging, categorizing and actioning all incoming ticket activity in the Helpdesk application
- Understanding of Active Directory (creating accounts, deleting accounts, resetting passwords)
- Maintaining operating software, including OS, applications, library versions, etc
- Providing system performance tuning and monitoring the server system logs, messages, and alerts
- Supporting users via phone and remotely in regards to their technical issues while documenting in ServiceNow ticketing system
- Correlating and documenting recurring incidents and incident resolution
- Following up on any outstanding issues with customers regarding status and closure of incidents/requests
- Maintaining and upgrading computers utilizing SCCM
- Assisting with automation of onboarding and offboarding processes
9
Responsibilities For Helpdesk Technician, Co-op Resume
- Working knowledge and understanding of Google Apps
- Assisting in the day-to-day systems operation, analysis and troubleshooting
- Directing the installation, testing and setup of new hardware and software
- Coordinating the process for IT hardware/software procurement and distribution along with managing all inventory
- Processing software's and hardware's by coordinating user setups, installations and upgrades
- Working with vendor support contacts to resolve technical problems with desktop computing equipment and software
- Checking the queue for tickets that have come in after other shifts have ended and working tickets that can be worked
- Multitasking expertise and ability to track multiple ongoing projects or problems at once
10
Responsibilities For Tier Helpdesk Technician Resume
- Imaging and ghosting PC's
- Collaborating on Mac networking challenges
- Bring in senior IT Staff as needed to resolve issues
- Determining whether the problem is caused by hardware such as modem, printer, cables, or telephone
- Providing an escalation point for all requests, incidents, and problems to Level 1 technicians
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