Helpdesk Support Resume Sample

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Payton Cartwright
77567 Connelly Gardens,  Houston, TX
+1 (555) 558 2127

Work Experience

Helpdesk Support Specialist
11/2017 - PRESENT
Dallas, TX
  • Provides first line support for users requiring assistance with information technology issues and problems. To include but not limited to hardware, software, application and network problems in a professional and timely resolution. Escalates more involved problems to the appropriate Tier 2 and Tier 3 support teams
  • Communicates with end users by phone, email and/or using a help desk management system. Providing direction and guidance to employees seeking procedural or product assistance
  • Tracks issues to resolution updating the internal knowledgebase and/or communicating updates with relevant business units
  • Participates in projects with other teams in ET to include new branches, department relocations, remodels, upgrades and lease refreshes
  • Hands on help desk technical support in a Windows environment
  • Excellent customer service skills, telephone demeanor and overall professionalism required
  • Hands on experience with Active directory
Helpdesk Support
03/2014 - 07/2017
San Francisco, CA
  • Current driver’s license, car registration and auto insurance required
  • Active Secret Clearance (no sponsorship can be provided)
  • Troubleshot Windows, Outlook, and Active Directory
  • Receive and log all calls/emails for assistance to the Help Desk Hotline
  • Perform problem analysis, research and problem solving
  • Provide timely response to all Help Desk calls/emails for assistance
  • Escalate more complex systems problems to senior members of team
Intern, Helpdesk Support
04/2010 - 09/2013
Los Angeles, CA
  • Microsoft OS (Windows 7 and Windows 10) experience required
  • Hands on and over the phone technical support experience required
  • Excellent verbal communication and documentation skills
  • Understanding and sense of urgency/priority of VIP requests and recognition of VIP names and faces (locally)
  • US citizenship with the ability to pass a government sponsored background investigation, if needed
  • Tracking and documenting the appropriate comments, and close or escalate the incident tickets and related issues in a
  • Prepare weekly activity reports
  • Stay current with system information, changes and updatesSearch Jobs US


Kettering University
2005 - 2009
Bachelor's Degree in Computer Science

Professional Skills

  • Demonstrate analytical and problem solving skills, and good organizational skills
  • Excellent customer facing skills and demonstrated ability to obtain information from the customer in order to resolve errors or problems
  • Exceptional customer service skills, listening, and interpersonal skills
  • Project Management skills i.e. project coordinator, project assistant skills
  • Outstanding communication skills, enthusiasm, and ability to handle multiple tasks and prioritize support requirements
  • Demonstrated knowledge of coding skills in Python, C, C++, or Javascript
  • Excellent technical problem-solving skills and the ability to understand complex and abstract concepts

How to write Helpdesk Support Resume

Helpdesk Support role is responsible for customer, troubleshooting, technical, interpersonal, windows, training, organization, digital, research, wireless.
To write great resume for helpdesk support job, your resume must include:

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

Contact Information For Helpdesk Support Resume

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

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Helpdesk Support Resume

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

Representative Helpdesk Support resume experience can include:

  • Strong troubleshooting, problem solving, and incident management skills
  • This team handles all phone support for users of different levels including Executive support; it is required to have strong customer service skills
  • Strong customer focus with outstanding interpersonal and soft skills
  • Managing the incidents effectively end to end in alignment with the ITIL processes and interfacing with Program Management Offices, Technical Resources
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning
  • Experience in technical support (preferably in a helpdesk) with experience with resetting passwords and verifying permissions

Education on a Helpdesk Support Resume

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

Additional details to include:

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

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

Professional Skills in Helpdesk Support Resume

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

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

  • Excellent communication and interpersonal skills when dealing with both internal/external customer/staff
  • Use excellent customer service and problem solving skills to see technical issues through to resolution
  • Strong verbal & written communication and interpersonal skills
  • Outstanding Organization, time management, follow-up skills
  • Outstanding customer service and interpersonal skills required
  • Perform analysis necessary to resolve inquiries by leveraging training provided and effectively utilizing existing resources/documentation

List of Typical Experience For a Helpdesk Support Resume


Experience For Helpdesk Support Analyst Resume

  • Strong desktop support skills, including Windows and desktop/laptop hardware
  • Exceptional assessment and organizational skills, attention to detail and excellent follow-through
  • Team-oriented and ability to effectively work within a collaborative environment
  • Experience providing excellent customer service and support
  • Strong Help Desk Support background with recent experience on Windows 7 & 10
  • Telephone etiquette skills are essential. Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure
  • Excellent ability to manage multiple tasks concurrently and to prioritize work
  • Clinical care delivery experience - Demonstrates a service philosophy in all interactions with clinicians and colleagues

Experience For Helpdesk Support Specialist Resume

  • Assists with efforts to analyze and prioritize incoming requests and alerts
  • Experience in one or more of the following EMR applications: Epic, Cerner, McKesson and Meditech
  • Experience in one or more of the following EMR applications – Epic, Cerner, McKesson and Meditech
  • Experience supporting customer both hands on and in remote environments
  • Tact, discretion, and good judgement required for dealing with confidential information

Experience For Intern, Helpdesk Support Resume

  • PC imaging and deployment knowledge/experience Qualifications
  • Utilize effective communication in describing customer inquiry and issue parameters
  • Experience in similar role (i.e. Helpdesk)
  • Experience with ticket creation, macro and reporting functions
  • Experience working remotely on network printers
  • Some college and/or equivalent related Help desk, IT experience
  • Help desk experience
  • Helpdesk/ desktop support experience

Experience For Technical Helpdesk Support Resume

  • Experience with MS Office 2010/13 and Office 2011 for Mac, particularly Outlook and Excel
  • PDX Pharmacy system/application experience required
  • Escalate problem (when required) to the appropriately experienced technician
  • Culture: They have a strong focus on compliance and security for their members
  • Excellent Customer Service work ethic

Experience For IT Specialist / Helpdesk Support Resume

  • Excellent customer service traits
  • AP support experience
  • 6-12 months experience in technical support role
  • If possible some ADP payroll experience or knowledge would be great
  • Experience with SCCM and or MS Office 365 highly desired
  • Excellent customer service support over the phone

Experience For Clinical Helpdesk Support Analyst Resume

  • Strong knowledge of peripheral and accessory/adapter hardware
  • Strong knowledge of mobile device (iOS, Android) configuration and support
  • Experience with HP enterprise printers
  • One year of experience in Windows Server administration
  • Deep knowledge and experience in installation and support of both Office and Mac applications

Experience For Glaas Helpdesk Support Resume

  • Experience within a Windows environment
  • Physical security or IT experience
  • Strong email communication and ability to craft and administer business professional emails
  • Excellent verbal and written communication ability for technical and non-technical audiences
  • A good general knowledge of TCP/IP networks and basic services used such as DNS, DHCP, SMB, FTP, VPN, VLAN, etc
  • Manage multiple tasks and establish priorities
  • Experience in an IT related help desk or service desk environment

Experience For Level Helpdesk Support Resume

  • Knowledge and experience with virtualized environments, preferably with AWS
  • Previous experience in customer focused environments
  • Support environment experience
  • Smartphone support experience
  • Experience with ticketing systems and managing tickets
  • Experience working with IC PKI’s (Setup and support)
  • Experience in working with regional distributed users and support teams

Experience For IT Technician Helpdesk Support Resume

  • Experience working collaboratively in a fast-paced team environment
  • Experience troubleshooting Skype for Business
  • Experience supporting Microsoft software and hardware
  • Strong working knowledge of desktop and laptop computer hardware components, Windows 10, and Microsoft Office
  • Relevant help desk experience using Cisco Finesse, Microsoft Office Suite, Active Directory, ServiceNow
  • Maintain effective working relationships with supervisor and coworkers
  • Experience supporting Healthcare end users and applications, specifically Epic
  • Three to five years’ experience working with computer technology in a business environment required
  • Basic technical troubleshooting experience (Hardware, software, POS, etc.)

Experience For Team Lead Helpdesk Support Resume

  • Previous Ticketing System Experience
  • Professional experience in an IT or customer service setting
  • Experience with ServiceNow or another similar ticketing tool
  • Windows/Mac Support experience/Help Desk Support or an IT Analyst role, resolving basic Tier 1 support calls
  • Experience in a high volume call center (40+ engagements per day) handling both trouble calls and emails
  • Experience with Active Directory and the Remedy ticketing system
  • Provides excellent customer service while delivering thorough technical support to clients via email, phone, or other methods

List of Typical Skills For a Helpdesk Support Resume


Skills For Helpdesk Support Analyst Resume

  • User training experience or presentation skills
  • Work effectively in a group environment Strong customer orientation
  • Task prioritization skills
  • Strong project management, time management, initiative, and interpersonal skills required
  • Effective presentation, oral, and written business communication skills with various audiences and levels
  • Excellent written and verbal communication skills to a wide range of end users
  • Exceptional written and oral communication skills, including typing

Skills For Helpdesk Support Specialist Resume

  • Experience working in IT Experience working with Remedy Able to communicate with peers and customers
  • Strong troubleshooting experience in MS Office applications (especially Outlook), VPN/network connectivity, and Windows XP and Windows 7 Operating Systems
  • Exceptional customer service skills, including outstanding oral and written communications
  • Basic carpentry skills for prototyping
  • LAN/WAN troubleshooting and administration skills
  • Strong Customer Service mentality and strong multitasking ability
  • Effectively troubleshoot and resolve cases according to established procedures
  • Exceptional call handling skills

Skills For Intern, Helpdesk Support Resume

  • Collaborate effectively with other Technology teams to resolve support issues and create long-term supportable solutions
  • Customer service skills via phone, instant message (IM) or e-mail
  • Three years prior specific experience in customer support
  • Multi-task efficiently and effectively is key
  • Office 2010 with concentration of skills on Outlook in an Corporate Exchange environment
  • Organizational and written communication skills
  • Function effectively as a team member within IT as well as other areas of the organization

Skills For Technical Helpdesk Support Resume

  • Demonstrated experience in user support
  • Windows, Office and Office 365, Outlook, Network and Connectivity, Active Directory, Remote Troubleshooting, Hardware, and Customer Service skills also desired
  • Solid IT help desk support experience
  • Work with peers/business partners to resolve issues and effectively implement change
  • Soft skills, professionalism, organization

Skills For IT Specialist / Helpdesk Support Resume

  • Written and oral communications skills with Dealer and Caterpillar personnel (Fluent in English)
  • Effectively identify incidents that require escalation to management and/or referral to other departments
  • Effectively, clearly and professionally communicate resolutions to customers
  • Understands standard systems development lifecycle processes and applies our methodology effectively on client engagements
  • Solid experience in technical and users support in MNC environments
  • Supervisory skills are an asset but not a requirement

Skills For Clinical Helpdesk Support Analyst Resume

  • Starting pay depends on experience but can range from $20hr-$32hr
  • Assigning Caterpillar priority to Service Request
  • Record incidents and request in the ticketing system including capturing request details, assessing impact, and applying priority and categorization
  • Strong working knowledge of Microsoft based operating systems, including troubleshooting Microsoft Office programs within a network environment
  • Experience performing Help Desk first level support for a wide range of issues and customers as well as troubleshooting and resolving issues for remote users

Skills For Glaas Helpdesk Support Resume

  • Experience learning and supporting/troubleshooting proprietary systems (application support)
  • Experience working with a ticketing systems
  • Experience with adding/removing end users accounts, preferably in Active Directory
  • Hands on experience of configuring network equipment including switches and routers
  • Excellent judgment within given parameters. For example, when to recommend repairing a PC instead of replacing a PC or vice versa
  • Excellent understanding of cloud networking and topology

Skills For Level Helpdesk Support Resume

  • Trouble-shooting and diagnosis of technical issues for users using -Maintain objectivity in effective problem resolution
  • Experience in PC/Mac operating systems, network troubleshooting and productivity software (MS Excel, MS Word, MS Outlook, etc.)
  • Field incoming requests to the Service Desk via telephone, ticketing system and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Remote troubleshooting experience and producing documentation
  • Experience providing first and second level support in a Help Desk or Service Desk setting
  • Experience providing technical support including the support of executives in a corporate environment
  • Strong knowledge of standard PC Hardware / Software / Operating Systems used by Arhaus
  • HD Experience within Microsoft Environment (Windows XP and 7) Level 1, password resets, basic troubleshooting, triage calls, active directory

Skills For IT Technician Helpdesk Support Resume

  • Experience working in a similar environment i.e. call center, IT lab, warehouse
  • Experience in monitoring project events through completion
  • Experience providing technical phone support to customers or internal teams
  • Technical experience with troubleshooting desktop hardware issues (PCs, printers, scanners)
  • Experience providing helpdesk support

Skills For Team Lead Helpdesk Support Resume

  • Experience of basic PC knowledge/troubleshooting (Printers, Windows O/S, etc.)
  • Experience operating within in a Windows environment
  • A good working knowledge of voice and data cables, jacks, and patch panels
  • Good working knowledge of the windows command line and/or power shell
  • Experience troubleshooting software issues

List of Typical Responsibilities For a Helpdesk Support Resume


Responsibilities For Helpdesk Support Analyst Resume

  • Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first – understand who the ‘VIP’ and other special users are
  • Experience providing excellent desktop support
  • Great communication skills, able to clearly communicate steps to resolve end user’s issues
  • Experience working with "help desk ticketing tools" i.e. Remedy, ServiceNow, Heat, CA, etc
  • Experience troubleshooting and OS imaging on Windows 7/8
  • Experience working in a helpdesk environment

Responsibilities For Helpdesk Support Specialist Resume

  • Experience troubleshooting Office 2010/2013
  • Experience in one or more of the following EMR applications: NextGen, Epic, and Allscripts
  • Strong Mac OSX 10.11, 10.10, 10.9 and 10.8 in an Active Directory Environment
  • Documenting and maintaing an inventory of all computing equipment including PCs, monitors, printers, scanners, and other peripheral equipment
  • Demonstrating proficiency in assigned systems, etc by acting as Subject Matter Expert (SME) for the customer, resolving problems and answering questions

Responsibilities For Intern, Helpdesk Support Resume

  • Creating, modifying, and closing work orders in the agency’s ticketing system
  • Setting up, creating profiles and moving users within Active Directory
  • Installing and supporting Windows and Mac based hardware and software (inlcuding peripheral devices such as printers and USB devices)
  • Researching and developing new and emerging technologies to achieve better overall system reliability and performance
  • Troubleshooting, monitoring, and maintaining desktop applications
  • Maintaining technical expertise in assigned areas by actively participating in all training opportunities
  • Imaging PC’s and migrating user’s data to a new PC
  • Setting up IP address and correcting routers

Responsibilities For Technical Helpdesk Support Resume

  • Working knowledge of desktop virtualization technologies, including Citrix and VMware
  • Assisting with the procurement of software, desktops, laptops & peripherals and ensuring stock control is maintained via weekly stock checks
  • Installing and testing new version of software packages
  • Working with staff members to ensure the proper configuration and maintenance of existing and newly installed systems
  • Supporting current Windows operating systems and Microsoft Office Suites
  • Installing and configuring of Samsung and IOS devices
  • Providing ‘entry-level’ training on basic applications (Word, Excel, Outlook) as needed
  • Managing and implementing moves
  • Installing/managing peripherals, printers, and scanners

Responsibilities For IT Specialist / Helpdesk Support Resume

  • Testing and deploying standard and non-standard software and hardware
  • Working knowledge of desktop, laptop, printers, and mobile hardware troubleshooting and configurations
  • Troubleshooting computer hardware, network and stand-alone printers, laptops and scanners
  • Working knowledge of Cisco IP phones, switches, routers, and related equipment
  • Reviewing proofs and controls and help desk tickets around our FSA environment

Responsibilities For Clinical Helpdesk Support Analyst Resume

  • Setting up user accounts and basic use of Active Directory
  • Maintaining open dialogue with current staff members to stay apprised of systems status and issues
  • Willing to entertain entry-level candidates that have just attained or are about to complete their A+ certification
  • Working knowledge of Active Directory, group policy, NTFS security
  • Working knowledge of PC’s and their components. Dell and Lenovo are most relevant, but knowledge of any other brand is acceptable
  • Understanding of service desk principles and processes
  • Troubleshooting email issues
  • Setting up their PC to printer
  • Setting up new pcs that they received

Responsibilities For Glaas Helpdesk Support Resume

  • Helping restore applications back on their PC
  • Working knowledge of Microsoft Office i.e. Outlook, Windows, Excel, SharePoint
  • Escalating the inquiry when needed to subject matter experts
  • Navigating key Caterpillar product support systems
  • Troubleshooting physical and virtual desktops
  • Dealing with malware
  • Troubleshooting hardware and software problems for staff workstations (desktops and laptops)
  • Ticketing System is custom built
  • Working knowledge of remote access tools or VPN

Responsibilities For Level Helpdesk Support Resume

  • Responsible for maintaining, supporting, troubleshooting, and installation of all server, desktop, and networking systems
  • Responsibilities include maintaining, developing and supporting pharmacy systems and applications, as well as answering questions
  • Administer provisioning and de-provisioning of users according to business procedures and SLAs
  • Supervisor responsibilities to include, but not limited to: staffing, training, coaching, performance management and problem resolution
  • Maintain, monitor and support all networking equipment including NIC configuration, hubs, switches, routers, and cabling
  • Utilize basic network/printing, etc. troubleshooting techniques using the Windows Command Line Interface
  • Makes entries for incoming issues and all activities that pertain to any existing issues within the incident tracking system
  • Aptitude for identifying sensitive situations and acting/responding in an appropriate manner

Responsibilities For IT Technician Helpdesk Support Resume

  • Assist with maintaining and documenting data closets, and troubleshoot networking issues
  • Helpdesk needs include phone support, handling minor triage issues with basic troubleshooting and escalating all other issues to Level 2 and 3 support
  • 2) Windows 7 OS - Troubleshooting on various issues including internet connectivity, email issues, adding printers etc
  • If someone on this team finds their passion in IT, the hiring manager is willing to do everything to help them get where they want to be
  • Is resourceful and proactive in gathering information and sharing idea
  • Tests, maintains, and monitors computer programs and systems, including coordinating the installation of computer programs and systems

Responsibilities For Team Lead Helpdesk Support Resume

  • Maintain and track a list of open issues, assigning tasks to appropriate staff, and creating RMAs
  • Alpha testing, functional verification, and manufacturing production support
  • Knowledge of basic networking and connectivity - DHCP, DNS, Cabling, etc
  • Problem solving and implementing solutions
  • Utilize appropriate quoting practices to ensure fair pricing of products among vendors

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