Helpdesk Specialist Resume Sample
Angie Heller
901 Morar Street,
Dallas,
TX
+1 (555) 608 9214
Work Experience
Helpdesk Specialist
06/2017
-
PRESENT
San Francisco, CA
- Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, electronic organizers, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, telephones, copi..
- Provides technical support to users for computer-related technical problems on assigned account(s)
- Provides back-up assistance on other accounts as needed
- Respond to employee phone, mail, email, fax, visits etc., troubleshoot problem issues or receive IT requests. Enter issues into call tracking system. Resolve or assign requests to the appropriate support group(s)
- Follow-up on outstanding issues and requests; perform quality assurance call backs as needed
- Knowledge and concepts of computer hardware and software support within a Windows environment
- Logically troubleshoot and resolve complex technology issues
IT Helpdesk Specialist
11/2011
-
03/2017
Detroit, MI
- Prepare and use technical documentation and flow charts
- Manage assigned vendors when problems are escalated
- Demonstrate ownership of the support ticket lifecycle
- Tier 1 and 2 PC/Computer support
- Lift 15-40 lbs
- Work experience
- Good understanding of raw materials and their requirements
- Support the company in submission and resolution of trouble tickets (Level 1)
- Experience supporting a PKI enabled Microsoft Windows based infrastructure
Helpdesk Specialist s
04/2005
-
10/2011
Houston, TX
- Experience working with Automated Call Distribution systems
- Able to work well in pressure/stress related situations
- Provide assistance to the end users by documenting new hardware/software requirements
- Experience in supporting Audio Visual Solutions
- IT troubleshooting: obtain an issue, analyze it, try to solve using knowledge base or collect maximum of information for delegation to the second level
- Installation of additional software if approved by management
- Creation of user documentation FAQ manuals
- Computer and other equipment (projector, printer, scanner, fax, phone device, etc) setup and configuring
- Fixing computer and other equipment
Education
Virginia International University
2000 - 2004
Bachelor's Degree in Computer Science
Professional Skills
- Excellent problem solving skills and proven ability to follow through on requests
- Detailed oriented and excellent organizational skills, accuracy and reporting experience
- Intermediate troubleshooting skills including walking users of various skill levels through problem duplication, discovery, and application of solutions
- Strong organizational skills, meeting timelines with effective record keeping
- Effectively prioritize time & work to tight deadlines, strong multi-tasking abilities
- Strong client-facing customer service and communication skills
- Strong desktop support skills, including Windows 7 and Windows 10
How to write Helpdesk Specialist Resume
Helpdesk Specialist role is responsible for customer, english, reporting, troubleshooting, basic, mac, russian, german, wireless, security.
To write great resume for helpdesk specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Helpdesk Specialist Resume
The section contact information is important in your helpdesk 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 Helpdesk Specialist Resume
The section work experience is an essential part of your helpdesk 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 helpdesk 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 helpdesk specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Helpdesk Specialist resume experience can include:
- Desire to learn new skills and extend existing knowledge of IT technologies
- Basic Hardware/Software troubleshooting skills
- Five years’ experience in Information Technology required including at least 3 years of customer service experience in IT
- Effectively communicate orally and in writing (Thai and English)
- Evaluates and recommends modifications to process for improvements; participates effectively in team assignments
- Effectively communicate technical information, both verbal and written, to a wide range of end users
Education on a Helpdesk Specialist Resume
Make sure to make education a priority on your helpdesk specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your helpdesk 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 Helpdesk Specialist Resume
When listing skills on your helpdesk 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 helpdesk specialist skills:
- Monitor helpdesk workload and prioritize work orders effectively
- Networking troubleshooting skills
- Have at least 1 year of proven experience supporting Account lockouts, VPN and networking, Outlook email and calendaring
- Ensure that all computers are secured effectively by installing and updating antivirus and encryption software
- Two (2) to five (5) years of demonstrated experience providing support in a Helpdesk environment
- Basic technical skills working with computer systems and technologies
List of Typical Experience For a Helpdesk Specialist Resume
1
Experience For IT Helpdesk Specialist Resume
- Proven working experience in delivering high quality help desk support
- Prior experience in a help desk or customer service setting
- Prioritize all incidents properly to enable effective escalation
- Error-free written communication skills
- Demonstrated experience with AV support (audio/video event, Skype, Webex, online collaboration, etc.)
- Use customer service soft skills to address upset customers and remediate complaints without the need for supervisor involvement
2
Experience For Oracle Helpdesk Specialist Resume
- Learn effectively and retain information
- Written and oral communication skills to present ideas in a clear and concise manner
- Prior helpdesk experience
- Written and verbal communication skills in Russian and English
- Experience leading technical personnel in the fields of business process management and/or managing a service desk environment
- Basic scripting experience using PowerShell or Java Script
- Experience working with cloud-based file sharing services such as Dropbox, OneDrive, iCloud or equivalent
- ) Experience with using a ticketing system
3
Experience For Global Helpdesk Specialist Resume
- Experience working with a ticketing system
- Perform diagnostics and work with user as needed to properly document, prioritize, and queue incoming requests requiring 2nd level support
- Perform routine support tasks such as security, imaging, inventory, and software installs, leveraging more experienced IT Specialist as required
- Knowledge information experience sharing with colleagues
- Experience working with customers with no technology background
- Experience providing Call Center and Tier support at Service Desk to technical and non-technical customers
- Monitor and respond first-in first-out based on priority to requests received through the phone queue, ticketing system, or walk-up support
- Experience with a ticketing system, preferably What's Up Gold
4
Experience For Helpdesk Specialist s Resume
- Experience working on a technical helpdesk
- Support experience in a commercial enterprise supporting a Windows based network
- Experience troubleshooting PCs in a Windows network
- Experience in IT Helpdesk and/or Deskside support position of an international organization; installation, administration and troubleshooting
- Good working knowledge if OSX
5
Experience For Technical Helpdesk Specialist Resume
- Relevant technical experience required
- High volume helpdesk experience
- Technical experience in AFNet
- Provide the scientists User access to operate in the various systems in the PDP database
- Experience preferably in a, Technical Support, Call Center environment, or Desktop support role
- Customer Service experience and ability to work with customers to resolve issues over the phone
6
Experience For PDM Helpdesk Specialist Resume
- Experience with GoToAssist or similar remote support tools
- Build and maintain strong relationships and awareness with team and cross functional IT colleagues, business colleagues and key stakeholders
- AA or equivalent + 3 yr related experience
- Two years’ experience in a service environment
- Blackboard or other LMS experience
- Solid knowledge of the Windows (8 and 10) OS
- Strong knowledge of Windows OS, Word, and Excel
- Experience with call center inbound and outbound phone system
- Experience with Microsoft Active Directory basic administration
7
Experience For Helpdesk Specialist, Temp Resume
- Experience with Microsoft Exchange basic administration
- Experience with terminal emulation software
- Experience with thin clients
- Experience with Citrix client connectivity
- Experience with Remote Desktop Client
- Hands-on experience in a technical support environment
8
Experience For WFM Helpdesk Specialist Resume
- Experience in PC support required
- Advanced Mac support skill level required
- Help Desk experience
- Experience and knowledge of help desk call tracking management system such as Remedy
- Follows all processes, procedures, and guidelines to ensure repeatable customer experiences
- Or more of work experience in an Information Technology, Helpdesk or Call Center environment
- Good knowledge of computer hardware and software
9
Experience For Senior Helpdesk Specialist Resume
- Logging and dispatching trouble tickets, creating and managing Active Directory accounts, imaging PC/Macintosh laptops
- Resolving of long term issues by contacting colleagues, supplier and management
- Adhering to agreed SLAs and metrics utilising the ITSM platform (ServiceNow) for call management and escalation as appropriate
- Troubleshooting and resolving technical issues via phone when possible
- Challenging and interesting role with huge possibilities of development
10
Experience For Associate Helpdesk Specialist Junior Resume
- Contacting service-centers re hardware repair
- Providing value-added service through Senior Executive Support, when required
- Working knowledge of help desk software and remote control
- Educating end users in appropriate solutions selection and usage
- Working knowledge of typical office software (word processor, spreadsheet, email, etc.)
- Working knowledge of help desk software and IT systems and applications
- Supporting PDAs: configuration support, synchronization support
List of Typical Skills For a Helpdesk Specialist Resume
1
Skills For IT Helpdesk Specialist Resume
- Fluent English and good German language skills
- Excellent interpersonal skills and the ability to work well with a diverse population
- Effective organizational skills that include the ability to manage workload, multi-task, and work under pressure with project deadlines
- Highly professional and proficient in customer service skills
- Continue to advance and grow IT knowledge and help desk operational excellence skills
2
Skills For Oracle Helpdesk Specialist Resume
- Work effectively via email, on the phone, in an office, wherever the users are
- Communication skills both in person and over the phone
- Hands-on, Effective Helpdesk Process Knowledge and Experience
- Understanding of SCORM, AICC and experience identifying, troubleshooting and resolving problems with the system and course design
- Identifying and escalating all issues and can prioritize and work in a fast-paced sometime noisy environment
- Experience supporting, configuring, troubleshooting iOS and Android devices
- Familiarity with or experience troubleshooting mobile operating systems including iOS and Android
3
Skills For Global Helpdesk Specialist Resume
- Experience troubleshooting of network connectivity issues including TCP/IP, routing, DHCP, and DNS
- Experience using, troubleshooting and supporting MS Windows desktop OS (windows 7 64-bit, Windows 8) and Microsoft Office Professional 2010/13
- Experience in troubleshooting and supporting Mobile phones
- Experience utilizing a ticketing system to track requests
- Effective at multi-tasking and handling disruptions
- Experience administering and troubleshooting Windows-based client systems
- Experience administering Mac OS X operating systems, hardware and software
- Experience using the BMC Footprints Incident Management platform for case handling
- Experience working in an information technology environment in a higher education setting
4
Skills For Helpdesk Specialist s Resume
- Strong working knowledge of Windows Operating Systems
- Strong working knowledge and troubleshooting of MS Office products
- Experience using and supporting Mac desktop OS (10.7+)
- Experience working with mobile devices, (Iphones and/or Androids)
- Demonstrated knowledge of a ticket tracking system. (Remedy, ServiceNow, etc.)
- Troubleshoot and repair IT issues affecting end user experience – “from the desk to the wall”
- Strong work ethic: Ontime, focused, respectful, partnering, want to learn
- Experience with testing Windows devices and iPads
- Experience in a Windows 10/Server 2008/Server 2012 environment and supporting all Microsoft Office applications is required
5
Skills For Technical Helpdesk Specialist Resume
- Experience setting up virtual machines in VWWare ESX
- Hardware software understanding and practical experience of set up configure
- Professional experience supporting Microsoft Windows computer users
- Experience supporting Macintosh computer users in a business or educational environment
- Establish and maintain effective working relationships with other work units
- IT experience supporting workstation configuration for Windows 7, 10, MS Office 2003-2016, and other company-standard software
- Technical experience utilizing PowerShell
- Technical experience utilizing Remedy
- Technical experience remediating MS-based Windows workstations
6
Skills For PDM Helpdesk Specialist Resume
- 4+ experience in high paced repair environment, preparation, troubleshooting PC, printer, network connectivity, mobile devices and other technical issues
- Level 1 LAN/WLAN/VPN network troubleshooting experience
- Working help desk or technical support experience
- Experience providing customer service in an information technology environment
- Helpdesk experience
7
Skills For Helpdesk Specialist, Temp Resume
- Experience with Dell and Apple laptops
- Experience in encryption of laptops and PCs
- Experience with enterprise migrations
- Experience with Citrix and VPN
- Help Desk experience
8
Skills For WFM Helpdesk Specialist Resume
- Hardware and software experience on PC and/or Macintosh platforms
- Demonstrated knowledge of ITIL awareness
- Strong IT customer service with positive attitude
- Up to 2 years of relevant experience
- Relevant certifications and education background in IT (e.g. BTEC level 3, HND, BSc) are welcome as part of a strong candidacy
9
Skills For Senior Helpdesk Specialist Resume
- Experience in IT-related position
- Previous experience in a medical laboratory ideally with exposure to our product range
- Tertiary qualifications in Science or equivalent and at least 2 years experience in a relevant industry
- Experience in a customer-driven, results-focused Helpdesk environment
- Professional experience in Microsoft Windows support
- Experience in Helpdesk or Call Center support
- Active Directory user support experience
- Researching, reading, and interpreting a wide variety of technical computing and network data
- Working with other team members in developing solutions by preparing and evaluating alternative workflow solutions
10
Skills For Associate Helpdesk Specialist Junior Resume
- Assisting the team through sharing of knowledge; demonstrating team spirit, collaboration, and user support
- Performing backlog work from other technicians to ensure helpdesk is meeting SLA’s and ensuring helpdesk availability for walk up support
- Solving problem tickets with BMC Remedy ticketing system
- Documenting technical process for user training
- Understanding of imaging
List of Typical Responsibilities For a Helpdesk Specialist Resume
1
Responsibilities For IT Helpdesk Specialist Resume
- Act as a team member of International GPS IT organization and as such support projects and activities also outside Hungary, in close and harmonious cooperation with for example the Krakow IT team and others
- Applies understanding and knowledge of information systems products and services to assist users. Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
- Prior helpdesk experience
- Desire to learn and advance your skills in the IT field
- +1 year of customer service and communication skills
- Experience in an IT support role
2
Responsibilities For Oracle Helpdesk Specialist Resume
- Experience in an IT hardware support role
- Experience in a Windows 10/Server 2012/Server 2016 environment and supporting all Microsoft Office applications is required
- Work experience in an Information Technology, Helpdesk or Call Center environment
- Strong technical knowledge of Windows 10, MS Office 2013 Products, Active Directory
- Experience in a deployed location
3
Responsibilities For Global Helpdesk Specialist Resume
- Apple Macintosh experience
- 6 months of Help Desk experience
- Working technical knowledge of current operating systems, and standards
- Supporting a Windows based network
- Operating system patches for workstations, and other critical systems
4
Responsibilities For Helpdesk Specialist s Resume
- Presenting ideas, solutions and research into hardware and software issues and products as required and communicate them in a user-friendly language
- Ondersteuning van vastgoedactiviteiten, waaronder collega-verhuizingen, verhuizingen van kantoren, integraties en sluitingen
- Tier 1 provides (basic technical troubleshooting), i.e., receiving, assigning, escalating, resolving, tracking and reporting of customer technical issues
- Active Directory Understanding (Mapping Drives, Unlocking Accounts, Network Printers, NTFS permissioning)
- Provide basic network support including patching, cable running and organizing
- Supports cross-team functions such as invoicing, purchasing, licensing, etc
- Familiarity with basic IT concepts – identity admin systems, email systems, networking and connectivity, video conferencing and teleconferencing
- Knowledge of Microsoft Windows 7 and Windows 10 workstation operating systems, including fresh installations and troubleshooting
5
Responsibilities For Technical Helpdesk Specialist Resume
- Perform PC setups & moves for users including connecting to LAN
- Provide assistance to the R&D scientists on any matter concerning raw materials and their routing
- Maintains broad understanding of various types of hardware and software, including Windows, MAC, and iOS environments
- Basic understanding of IP addressing and basic network protocols
- Assist Tier 2 and Tier 3 with installing network equipment and basic troubleshooting
6
Responsibilities For PDM Helpdesk Specialist Resume
- Coordinate with vendors on basic facility issues; including new wiring installs, UPS battery tests, network cable runs, and cubicle moves
- Familiarity Unix/Linux based operating systems and network monitoring solutions
- Assist server teams with installing network equipment and basic troubleshooting
- Familiarity with using ticketing systems to manage workload
- Develop and conduct peer training to transfer knowledge regarding advance technical solutions
- Basic familiarity with a Windows domain environment including Active Directory, Print and File Sharing services and NTFS permissions
- Assess training needs and develop new training to share with the Support team
- Input into Continuous Service Improvement for delivery of services, including process enhancements, Knowledge Base articles, and user training material
- Provide user training and guidance through various methods, including face to face and group sessions
7
Responsibilities For Helpdesk Specialist, Temp Resume
- Zorg voor training en begeleiding van gebruikers via verschillende methoden, waaronder face-to-face en groepssessies
- Maintains broad understanding of various types of hardware and software, with an emphasis on Mac/iOS environments and Audio/Video technologies
- Provide technical and procedural training for our customers and business partners in both formal and informal settings
- Supports Highway District Offices and Remote Depots’ technology needs, this includes maintaining computer systems
- Administer Help Desk call tracking system
- Escalate calls to higher level support as needed, allowing time to maintain established SLA
- Install & configure software packages including standard workstation software and some special application software
- Setup & perform basic troubleshooting of phones
- Create and update tickets in ticket tracking system
8
Responsibilities For WFM Helpdesk Specialist Resume
- Help in routing the raw materials to various Approval groups
- OS install and troubleshooting
- Install, upgrade, and troubleshoot Windows 7 operating systems and Microsoft Office Suites platforms
- Configure mobile devices, including Microsoft Outlook software
- Worked with users to configure and troubleshoot mobile devices (blackberries and iPhones) troubleshooting outlook and exchange
- Analyze customer problems and research database for possible solutions and/or tasks the appropriate section capable of resolving the problem
- Intermediate written and upper-intermediate speaking English
- Self-motivated and a self-starter, following projects through to completion
- Mastery in Windows operating system (Windows 7, 8, 10) environments
9
Responsibilities For Senior Helpdesk Specialist Resume
- Keep track of IT inventory, asset tagging equipment and organize the IT storage
- DoD 8570 certified within 6 months of starting
- Familiarity with SNMPv3, DNS, & TCP/IP based routing
- Work independently and utilize one's own resources for problem solving
- Regular attendance during regularly-scheduled business hours
- Available on-call some nights and weekends to assist in dealing with outages
10
Responsibilities For Associate Helpdesk Specialist Junior Resume
- Responsibility and team-playing
- IT hardware technical troubleshooting repair
- Participate in regularly schedule off-hours maintenances, which can include (but are not limited to) the following activities
- Storage room inventory or clean-up involving equipment more than 25 pounds
- Keep track of IT inventory using database and manage the inventory storage
- Some technical training at the entry level
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