Desktop Services Resume Sample

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Winnifred Grady
4054 Schuppe Island,  Dallas, TX
+1 (555) 114 5308

Work Experience

Senior Desktop Services Technician
04/2017 - PRESENT
Boston, MA
  • Experience in an IT Support Environment with at least 2 years in a supervisory role
  • Industry certifications to include A , Microsoft, and ITIL
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 8 and 10
  • CompTIA IT Certifications
  • Experience in an IT Support Environment
  • Experience in an IT leadership role
  • Some experience working with networks and servers
Desktop Services Technician
11/2011 - 11/2016
Houston, TX
  • Six years related work experience
  • A valid drivers license
  • Tracks hardware and software purchases and ensures the company’s inventory is kept up to date including Asset tagging and PO tracking
  • Basic knowledge of Microsoft windows and/or Apple environment with the ability to efficiently diagnose computer system issues and implement effective solutions
  • Work often requires reading and writing in technical or complex areas
  • Mental ability to conduct technical interactions with other departments
  • Troubleshoot, solve problems, and make logical decisions
Desktop Services Technician Intern
10/2007 - 05/2011
Los Angeles, CA
  • Builds and maintains branch servers
  • Fulfills the role of desktop architecture design and development and includes all related new and existing technology as subject matter expert
  • Five years information technology experience
  • Two years experience in enterprise architecture
  • Demonstrated ability to collaborate on cross-team and cross product technical issues
  • Supports diagnosing, troubleshooting and remediating hardware and software issues on desktop, laptop, printer (MFP) and scanner devices
  • Oversees removal of desired equipment and circuit disconnects


Kaplan University - Cedar Rapids Campus
2002 - 2007
Bachelor's Degree in Information Technology

Professional Skills

  • Strong analytical skills, with strong problem-solving capability
  • Good problem solving and analytical skills and able to transfer skills and knowledge to other team members
  • Excellent critical and analytical thinking skills and expertise in structuring & articulating a logical argument
  • Strong relationship management skills including senior stakeholder management
  • Appropriate planning skills for workload prioritisation and deliveries
  • A high level of independence as demonstrated through clear problem-solving and communication skills and the delivery of high-quality work
  • Strong problem analysis and problem-solving skills

How to write Desktop Services Resume

Desktop Services role is responsible for technical, hardware, software, travel, security, mac, training, drive, microsoft, troubleshooting.
To write great resume for desktop services job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Desktop Services Resume

The section contact information is important in your desktop services 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
  • Email
  • Telephone number

Work Experience in Your Desktop Services Resume

The section work experience is an essential part of your desktop services 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 desktop services responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular desktop services position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Desktop Services resume experience can include:

  • Operational innovation including technology, people, processes and skills to deliver service and delivery improvements
  • Strong experience with diagnosing Windows and macOS issues required
  • Demonstrated experience managing a distributed team to deliver IT services at an enterprise scale
  • Two years working in IT desktop support center with demonstrated experience with problem/incident identification and resolution
  • Expert level technical skills supporting the desktop environment, both physical and virtual
  • Experience working in a manufacturing or shipping environment

Education on a Desktop Services Resume

Make sure to make education a priority on your desktop services resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your desktop services 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 Desktop Services Resume

When listing skills on your desktop services 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 desktop services skills:

  • Level of attention, professionalism, and communications skills required to effectively support a senior leadership team
  • Good time management / planning – manages personal workload effectively, sets realistic and achievable targets and delivers those targets
  • Two years' experience in IT desktop support with demonstrated experience in problem/incident identification and resolution
  • Two years' experience in IT desktop support with demonstrated experience in problem/incident identification, resolution, research and development
  • Manage multiple small projects simultaneously while adapting priorities quickly and effectively
  • Excellent presentation skills and executive delivery

List of Typical Experience For a Desktop Services Resume


Experience For Desktop Services Technician Resume

  • Proven project management and response skills. (required)
  • Experience in supporting various local and network based printing technologies
  • Practical experience managing and supporting globally-utilized services on-site and remotely
  • Experience with Windows OS scripting
  • Experience working in an IT support or related role

Experience For Desktop Services Engineer Resume

  • Experience with PC configuration and security, security patching
  • Advanced-level customer service experience. (required)
  • Experience with networks, wireless communication, security software and procedures
  • Create support documentation. Train teams in new technologies and processes. Evaluate support needs and develop effective support materials and monitors
  • Working technical knowledge of current protocols, operating systems, and standards
  • Experiencing managing 3rd party providers

Experience For Senior Desktop Services Technician Resume

  • Tracking and reporting defects and issues
  • Understanding of Microsoft Systems Center Configuration Manager
  • Working knowledge of Citrix Xen Desktops and Xen Apps
  • Working knowledge of Ivanti End Point Management suite/LANDesk Management Suite
  • Working knowledge of Windows 10, 7, Active Directory

Experience For Desktop Services Analyst Resume

  • Provisioning of end-user access to systems and file shares. 5%
  • Managing available internal and external resources to ensure that activities / projects are completed (time, cost and quality)
  • Working knowledge of a range of diagnostic utilities, such as Registry, Virus, Spyware and Adware tools
  • Liaising with Aviva Global Business Units
  • Working knowledge of LANDesk Management Tools
  • Providing support services to end users
  • Documenting issues and resolutions
  • Troubleshooting basic IT infrastructure and application components

Experience For Desktop Services Specialist Resume

  • Assists in developing, maintaining, and supporting the branch and corporate workstation operating system images
  • Comfortable with installing, configuring and upgrading Windows and Mac applications, peripherals, and mobile devices
  • High level negotiation, problem solving and decision making ability in a environment with competing demands
  • Advanced understanding and working knowledge of Microsoft network environment, including Active Directory
  • Install Operating System and configure PC’s according to company standards for deployment
  • Maintain and improve system monitoring and failure procedures, to proactively resolve issues impacting our associates
  • Responsible for managing software licensing in the desktop environment

Experience For Desktop Services Supervisor Resume

  • Performs testing on branch and corporate applications and operating system patches
  • Assists in maintaining and supporting the branch and corporate workstation remote control solution
  • Enable employees by providing remote and hands-on assistance in resolving technology support issues
  • Assist in monitoring Corporate technology and maintaining service level agreements to meet established standards
  • Act as a central point of contact for procuring Jamf assets to ensure efficient provisioning and delivery
  • Work with the Documentation & Training team to create clear and concise employee guides and training items to facilitate proactive employee engagement

Experience For Manager, Desktop Services Resume

  • Exercises sound judgment in selecting methods, techniques and evaluation criteria for obtaining results
  • Manage incoming workload using approved toolsets with timely resolution of incidents and requests based on the teams service level agreements
  • Document and communicate reoccurring issues to the appropriate teams and assist with establishing a long-term resolution
  • Understand ITIL overview and tier structure support using ticket tracking system
  • Provide support for printing/scanning and mobile devices
  • Log all incidents into a ticketing system, including a description of the problem and the implemented solution
  • Proficiency with managed ‘image base’ deployments, including helping to setup and implement new architecture
  • Advanced computing and mobile device knowledge, as well as knowledge in hardware troubleshooting and repair
  • Knowledge of networking, i.e. Datacoms & Voice, Active Directory (User environment) Network Printing, TCP/IP, Ethernet & LANS

Experience For Desktop Services Consultant Resume

  • Position requires occasional evening or weekend hours to support special projects and support deployments
  • Serve as liaison with fellow AAIT support departments (i.e. Network Ops/Desktop Engineering)
  • Document and audit customer interactions in the incident management system including asset management
  • Basic knowledge in networking topics: LAN/WAN, TCP/IP
  • Works with the MV Service Desk Manager concerning strategic and tactical plans for desktop support and ITSM direction
  • Resolve basic requests independently, such as application password resets, network access issues, Microsoft Office tools and messaging software

Experience For Senior Desktop Services Tech Resume

  • Determine root cause by reviewing procedures and actions taken by user(s)
  • Competent in using Excel to create custom formulas, graphs, pivot tables, and VLOOKUP functions
  • Can support multiple operating systems
  • Ensure only approved software is installed and software licensing is maintained
  • Trains business partners on use of equipment and infrastructure operating systems and software
  • Upporting mobile users in a corporate office environment
  • Installs and supports a variety of PC operating systems (Windows 7/10) and Mac OS, as well as commercial and proprietary application software packages
  • Develop and oversee weekly shifts and on-call schedules, ensuring uninterrupted support coverage

Experience For Analyst, Desktop Services Resume

  • Ensure staff is resolving tickets within agreed upon SLAs, related to operations and end-user requests
  • Ensure all business impacting incidents are fully documented and properly escalated to the applicable support teams
  • Provide desk side end user and phone support to our local and remote customers while resolving all Incidents within each BU’s identified service levels
  • Identify and escalate situations requiring urgent attention to the Senior Manager or the appropriate support organization
  • Manager desktop incidents, requests, and tasks ensuring adherence to defined TTR (Time to Respond & Time to Resolve) and Service Level Agreements or Objectives
  • Manage Desktop or User Support Services projects and/or personnel around key initiatives in advancing technology, standards, policies/procedures or practices

List of Typical Skills For a Desktop Services Resume


Skills For Desktop Services Technician Resume

  • Experience in a desktop support, or similar role; experience in an academic environment helpful
  • Proven ability to multitask and prioritize workload
  • Two years' in IT desktop support with demonstrated experience in problem/incident identification, resolution, research and development
  • Experience with business requirement gathering, RFx process, and project/charter brief document writing/presenting
  • Image creation, software packaging and scripting experience
  • Experience of configuring mobile devices e.g. iOS, Android and Blackberry utilizing mobile device management platforms

Skills For Desktop Services Engineer Resume

  • Provide training and coaching to less experienced team members
  • Experienced with replacing/installing hardware/software on PC’s locally and remotely
  • Experience removing viruses and spyware using various tools
  • Experience troubleshooting basic network, software and printing problems locally and remotely
  • Experience supporting Microsoft PC Operating Systems and Microsoft Office
  • Solid understanding of Virtual Desktop Infrastructure (VDI) including Thin Clients
  • Strong independent decision-making capabilities

Skills For Senior Desktop Services Technician Resume

  • Econd Level Desktop Support experience supporting Microsoft Windows
  • Experience in computing environments
  • Specific user support experience with operating systems, microcomputers, networks, LANs, and network software
  • Experience developing day-to-day computer support processes
  • Software packaging and image creation experience
  • Experience maintaining file services

Skills For Desktop Services Analyst Resume

  • Experience working with security systems like Anti-Virus, Web Proxy, etc
  • Experience working with outside vendors/service providers
  • Operate, maintain, troubleshoot and provide expert level support for a wide variety of areas on the Charles River Campus including
  • Experience within the Information Technology field, providing support of desktops, laptops, software and peripherals both locally and remotely
  • Experience with various PC imaging technologies

Skills For Desktop Services Specialist Resume

  • Experience supporting Mac OS X and iOS
  • Proven expertise with software packaging
  • Plan, prioritize, organize, schedule and execute assignments
  • Experience in a related technology environment
  • Experience of general administration of Exchange 2013 & MDM providers such as Microsoft InTune and MobileIron
  • Experience\exposure to trade floor support
  • Experience of video workflows and technologies
  • Hands-on experience administrating Cisco telephony, Adds/Moves/Changes
  • Establish and maintain effective operational plans, processes, standards and procedures

Skills For Desktop Services Supervisor Resume

  • Completed three-year College diploma or academic equivalent in a related field, and three years of relevant experience
  • Excellent knowledge of Microsoft Windows and Office
  • Experience with Microsoft Windows XP, 7 et 8.1 et MS Office 2010 + 2013
  • Experience with Active Directory, Exchange, SCCM
  • High level experience in the identification and continuous improvement of IT based customer service initiatives
  • Extensive equipment support experience with Dell and HP hardware

Skills For Manager, Desktop Services Resume

  • Two years of demonstrable project management experience
  • Good communicator who can discuss technical subjects in layman terms
  • At least 6 months of experience with macOS and iOS operating systems
  • Experience working in a compliance-driven environment
  • Operate, maintain, troubleshoot and provide expert level support for a wide variety of areas on the Charles River Campus including:
  • Service Now ITSM management experience required

Skills For Desktop Services Consultant Resume

  • Experience with Microsoft Group Policy
  • Experience with Trend Micro Security Suite
  • Experience with Dell hardware and peripherals
  • Exposure and support experience with Cisco VPN technologies
  • Respond to, research and troubleshoot incoming requests and prioritize accordingly
  • Equivalent work experience

Skills For Senior Desktop Services Tech Resume

  • Enterprise architecture and technical design experience
  • Help desk support experience (preferably as a Supervisor or Lead)
  • ITIL Experience/Qualifications – Qualified to ITIL Foundation Level
  • Supervisory experience
  • Microsoft System Center Configuration Manager or other global desktop administration and management software experience
  • 3-5 of experience in a related technology environment

Skills For Analyst, Desktop Services Resume

  • Experience in mobile device support
  • Four years related work experience
  • Prioritize and resolve technical support issues remotely, via telephone, and in person as assigned
  • Experiencing working on project requirements, design, and implementation relating to technical implementations
  • Executing standard troubleshooting procedures

List of Typical Responsibilities For a Desktop Services Resume


Responsibilities For Desktop Services Technician Resume

  • Is able to effectively address any difficult customer/situation
  • Support and improve NYPL’s current computing infrastructure leveraging Active Directory, SCCM, vPro, DirectAccess, JAMF Pro, DNS, DHCP, etc
  • Simulates or recreates user problems to resolve operating difficulties, understanding implications for pervasiveness/ extendibility
  • Writes and maintains technical and user training documentation
  • Mentors and provides on-the-job training and support to lower level staff (both permanent and contract employees)
  • Maintain asset-tracking information where appropriate
  • Maintain and manage the SPX Windows image standard as well making continuous improvements and upgrades
  • Certifications in MSDST, ITIL, A+, or equivalent

Responsibilities For Desktop Services Engineer Resume

  • Configure and roll-out new hardware and software deployments to meet the customer’s timelines
  • Maintain close working relationship with Senior Desktop/Field Services Technical leads across Desktop/Field support group seeking opportunities for new and improved processes to increase efficiencies, effectiveness and overall customer satisfaction
  • Prepare and maintain technical documentation for use throughout the enterprise
  • Maintain and update regional SharePoint repositories
  • Keep management apprised of current issues and challenges
  • Subject matter expert to create and maintain critical .ini files
  • Work various shifts, weekends, holidays, on-call and travel as required

Responsibilities For Senior Desktop Services Technician Resume

  • Passionate about technology and eager to learn
  • Basic knowledge about Windows 7/10 and Mac OS X
  • Troubleshoot and solve hardware issues with computers and peripheral devices
  • Communicative in spoken and written English (B2 level preferably)
  • Document all support related activities in AGCO’s approved Service Desk application
  • Deploy, and support NYPL’s existing enterprise computing and server platforms leveraging technologies such as Active Directory, SCCM, JAMF Pro, and DirectAccess as well as related infrastructure services (DHCP, DNS)
  • Package, test and deploy software and updates to NYPL’s multiple platforms
  • Self-maintain an acceptable level of technical knowledge on our company’s applications and services

Responsibilities For Desktop Services Analyst Resume

  • Provide remote and on-site support to locations around the USA, in areas of PC support, including installations, troubleshooting, and hardware and network support
  • Troubleshoot and repair incidents escalated from Level 1 and Level 2 Service Desk Teams
  • Assist with implementation of Change Control tasks where required
  • Create, update, and manage Windows OS images with Microsoft Deployment Toolkit (MDT)
  • Deploy and manage Trend Micro Desktop antivirus and encryption software

Responsibilities For Desktop Services Specialist Resume

  • Install and configure hardware and software for MV employees
  • Interface with infrastructure, database, and development personnel when required
  • Follow MV IT Policy and MV IT Security policies and procedures
  • Participate in the MV IT on-call rotation
  • A+, Network+, MCP or MCTS certifications desired and exposure to IT based methodologies
  • Provide advanced level client/desktop service and support to over 1,200 employees in the assembly, installation, imaging, configuration, optimization, maintenance, repair, testing, and upgrading of client-facing technologies

Responsibilities For Desktop Services Supervisor Resume

  • Advanced troubleshooting and diagnostics for optimum performance by users of desktop computers, laptops, handheld/wireless devices, printers, copiers, and related computing technologies adhering to departmental procedure and company policy
  • Gather relevant information and communicate regular updates to manager and teammates regarding progress, risk management, potential business impact, resource management, timing, overruns, etc.
  • Ensure complex customer needs are promptly reported, tracked through the IT Service Management Desk, monitored, addressed, documented, and resolved in a timely and effective manner ensuring customer satisfaction; and
  • Experience delivering solutions at an enterprise level including supporting hardware, software, laptops, desktops, smart phones/tablets, and related products/services. (required)
  • Effective end-user call management, prioritization and escalation expertise; ability to identify, organize and prioritize requests and forward to the proper tier of technicians. (required)
  • Working knowledge of associated hardware and peripherals
  • Review and recommend improvements to current working practices and procedures
  • High quality documentation, reports and information for all technical solution/consulting engagements

Responsibilities For Manager, Desktop Services Resume

  • SQL & Splunk queries and reporting
  • Evaluate, recommend, and deliver on enhanced desktop solutions, including automation opportunities and delivery efficiencies
  • Responsible for A/V meeting delivery and endpoint management
  • Implement technical solutions to contractual requirements supporting SSAE16, ISO, SOC2, and other frameworks
  • Performs testing on proposed new hardware for the branch and corporate workstation environments
  • Assists in packaging branch and corporate applications for distribution
  • Delivery of IT services sufficient to meet Global IT Services customer SLAs & strategic objectives
  • Implementation of managed changes to the Global IT Services operational environment

Responsibilities For Desktop Services Consultant Resume

  • Root cause analysis of major incidents and action plans to mitigate risks of reoccurrence
  • Investigate and test new tools, systems, techniques, and software products
  • Responsible for process development, documentation, and continuous improvement in the desktop environment
  • Evaluate applicable new technology, build consensus and plan to introduce cost justifiable technology to the department
  • Manage and mentor desktop services team resources
  • Create a plan, establish policies, guidelines, metrics to guarantee high level of associate satisfaction with desktop service delivery

Responsibilities For Senior Desktop Services Tech Resume

  • Establish a hardware replacement strategy, and identify and document hardware standards across the organization
  • Establish and maintain a centralized desktop, peripheral, and application inventory
  • Manage budget associates with desktop environment and associate support needs
  • Work with Security Operations to formulate security recommendations and design security services related to desktop services environments
  • Perform project leadership tasks on select desktop services projects
  • Provide Tier II technical support to end users
  • Work in our Tech Cafe’s
  • Work tickets assigned to queues
  • Execute installations and setups

Responsibilities For Analyst, Desktop Services Resume

  • Communicate and create / update Run Books
  • Exemplify teamwork in a highly visible, fast paced environment
  • Work with Desktop Services Manager and Company leadership to meet Corporate IT strategic goals and align technology with Jamf's goals
  • Act as a local point-of-contact to Jamf offices for maintenance of work stations, collaboration equipment and similar systems
  • Assess available hardware/software in anticipation of current and future needs throughout all local departments and facilities

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