IT / Help Desk Resume Sample

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Shanie Maggio
3909 Romaguera Valley,  Dallas, TX
+1 (555) 371 6210

Work Experience

IT Help Desk Associate
01/2017 - PRESENT
Dallas, TX
  • Timely completion of all work
  • Working closely and harmoniously with fellow workers
  • Adherence to all safety, health and privacy act rules and regulations
  • Effective communication and time management
  • Complete administrative tasks, such as tracking help desk calls, assisting with organizational efforts and asset management
  • IT team projects as assigned
  • Answering end users’ questions about systems and applications
IT Help Desk Coordinator
02/2010 - 08/2016
New York, NY
  • Windows Server & Desktop operating systems
  • Windows and Network Administration
  • IT Service Management Software Experience (HEAT)
  • Solid understanding of IP networking (LAN/WAN/Wireless)
  • Remote help tools like SCCM, RDP and Dame Ware
  • Monitoring software (Splunk, IP Monitor, etc.)
  • Information Sciences, Technology, Computer Science
IT Help Desk Student Assistant
07/2003 - 01/2010
Dallas, TX
  • Experience in a Helpdesk or Customer Service environment
  • Experience in handling technical support calls in an in-bound call center environment
  • Strong knowledge of standard PC hardware/software/operating systems
  • Commitment to team concept
  • Work in a fast paced & high volume environment
  • Production support or technical support experience required
  • Proficient in all MS Office Suite including O365


Walla Walla University
1999 - 2003
Science's Degree in Information Systems

Professional Skills

  • Excellent organizational skill to prioritize project timelines effectively and ability to multi-task on competing priorities
  • Strong PC Skills including MS Word, Outlook, and Excel
  • Possess excellent telephone etiquette and oral and written communications skills
  • Resourceful and excellent customer service skills
  • Professional appearance and strong written and verbal communication skills
  • Demonstrated experience working in a 24/7 production support environment.
  • Demonstrated ability to develop business relationships and communicate effectively with the user community

How to write IT / Help Desk Resume

IT / Help Desk role is responsible for basic, software, events, travel, research, reporting, wireless, security, mac, database.
To write great resume for it / help desk job, your resume must include:

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

Contact Information For IT / Help Desk Resume

The section contact information is important in your it / help desk 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 IT / Help Desk Resume

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

Representative IT / Help Desk resume experience can include:

  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007
  • Possess experience with computer imaging and configuration
  • Min. 1 years of experience with a ticketing system (Heat, Remedy, ETC..)
  • Experience working with remote control software
  • Experience with Microsoft Active Directory, file/print servers, directory structure, access rights, and network printing
  • Good understanding of TCP/IP networks

Education on an IT / Help Desk Resume

Make sure to make education a priority on your it / help desk resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it / help desk 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 IT / Help Desk Resume

When listing skills on your it / help desk 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 it / help desk skills:

  • Experience and demonstrated proficiency in troubleshooting desktop operating systems and associated hardware and peripherals
  • Problem Solver – able to resolve problems effectively
  • Computer Savvy – proficient with basic computer skills
  • Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, and delegation)
  • Incident Management experience ¿ Managing incidents including business expectations and communication
  • Good working knowledge of various versions of Microsoft Windows including both workstation and server versions

List of Typical Experience For an IT / Help Desk Resume


Experience For IT Help Desk Associate Resume

  • Act as Lead for the local Service Desk supervising 4-5 Service Desk Analysts
  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Install and maintain end user PCs and laptops using Windows, MacOS, anti-virus, etc
  • Maintain corporate backups using Symantec Backup Exec
  • Remotely connects to end user’s PC to fix problems
  • Remotely connects to end user’s PC to fix problems and desk side support
  • Assist users and answer technical questions about Gmail, Google Apps, MyPima, and other PCC systems and software
  • Help users configure their mobile devices to connect to PCC wireless networks
  • Consistently and accurately track, update, and close assigned support requests

Experience For IT Help Desk Coordinator Resume

  • Support to in house applications as well as standard business applications
  • Perform routine Active Directory administration tasks
  • MS Active Directory Group Policy configuration, deployment and management
  • MS WSUS patch management
  • Symantec Backup Exec configuration and administration
  • Proficiency in Microsoft Products and Applications; Office 365, SharePoint
  • Aptitude to be the first point of contact for corporate IT support and team

Experience For IT Help Desk-grand Rapids Resume

  • Provide shared drive access
  • Troubleshoot corporate computer systems and applications
  • Develop and maintain asset management program
  • Provide voice and data communication network support
  • Trains users on software and hardware use as needed
  • Participates in On-Call Rotation as scheduled by IT Support Services Management
  • Configuration and support of desktop HW, SW, printers and peripherals
  • Receives user requests via ticket system for technical assistance
  • Documents, refines, executes and closes user request tickets

Experience For IT Help Desk / Service Desk Analyst Resume

  • Performs phone support and analysis/ticket creation of user phone request
  • Instructs user on problem resolution
  • Promotes complex issues to technical specialists in the NEC or System Support
  • Assures problem resolution to created tickets within the allotted timeframe (72 hours for simple issues)
  • Manage NEARNG DISA EE and mobile devices via tickets submitted by users
  • Serve as the first-line technical specialist that responds to all help tickets assigned using phone, messaging, email and SolarWinds DameWare for remote support
  • Serves as primary phone support contact at System Support Helpdesk
  • Manages printer fleet through software and fields all help request tickets for all MFD devices; coordinates with RICOH contract support staff for resolution

Experience For IT Help Desk Lead Resume

  • Analyzes and diagnoses hardware and software problem tickets with the technical guidance and assistance of other System Support Helpdesk or information technology staff
  • Submits change requests to System Support Supervisor for network hardware and/or software
  • Conducts adds and removes of permissions to user permission tickets with approvals from user Supervisor
  • Provides general ticket-based resolution support to printers and laptops at all NEARNG armories (remote support only, no travel to physical locations)
  • Mobile device management of DISA service-provided phones/smartphones via tickets submitted by users
  • Troubleshoot basic network issues
  • Escalate unresolved calls to the infrastructure support team

Experience For Tier, IT Help Desk Resume

  • Troubleshoot and resolve hardware and software problems for end users and corporate systems
  • Knowledge of technologies in use, including, Intel, Mac, and Cisco hardware and various operating systems including Windows, Linux, MacOS, Citrix XenServer and Cisco IOS
  • Provide end user support for Android and Apple iOS devices
  • Aptitude to be the first point of contact for customers and interaction with server and network teams
  • Versatile leadership qualities and the ability to manage change
  • Present ideas, expectations and information in a concise, well-organized way

Experience For Ssllc IT Help Desk Analyst Resume

  • Maintaining a positive, service-oriented attitude in general, seeks to educate end users, assist in resolving operational issues and promote the collaboration benefits of the Office365 platform
  • Project management skills and solid time management
  • Provide assistance to associates and troubleshoot issues related to hardware and software
  • Diagnose hardware onsite and accurately determine replacement parts
  • Install peripherals (printers, scanners, etc.)

Experience For IT Help Desk-san Juan Resume

  • Replace CAT 5/5E/6 patch cables, jacks and patch panels
  • Min. 1 year phone based support
  • IT Help Desk experience including knowledge and experience with the principles, methods, and techniques involved in IT Help desk operations, support technician operations, and basic Active Directory
  • Carry out tasks with minimal direct supervision
  • Handles problems that the first-tier of help desk support is unable to resolve
  • Configuration and support of desktop HW, SW, printers and peripherals

Experience For IT Help Desk Lead / Supervisor Resume

  • Eager to learn with can-do attitude
  • Expert knowledge of Windows applications (usage, configuration and support)
  • Format Windows computers
  • Administration of ITSM
  • Disable user accounts

Experience For Senior Coordinator, IT Help Desk Resume

  • Create user accounts
  • Update user access
  • Effective communication to support end user community, able to question the user to get adequate information. Collaborative attitude and creative thinking, ability to think “outside of the box” to assist end user to create a forward-thinking solution. Uses open-ended questions and active listening to help define user requirements and stage potential solutions

List of Typical Skills For an IT / Help Desk Resume


Skills For IT Help Desk Associate Resume

  • Experience using and installing relevant IT hardware, software and other equipment
  • Proven ability to type 35 WPM
  • Min. 1 year Service Desk or Help Desk experience
  • Experience with Mac OSX 10.6+ & Windows 7
  • Relevant Healthcare IT experience considered in lieu of education

Skills For IT Help Desk Coordinator Resume

  • Experience with Microsoft Office 2007, 2010, and 2013
  • Experience with Microsoft Windows XP, 7 and 8
  • Computer Science/Information systems background with2years of IT experience
  • Strong knowledge of DHCP, DNS, SMTP, FTP, SFTP,TCP-IP, RDP, VPN, Vlan Configuration
  • Experience with industry standard backup procedures
  • Time Manager – able to manage multiple assignments and tasks, set priorities
  • Strong Work Values – dependable, positive attitude
  • Completes all DoD Enterprise Portal Services tickets (after prior approvals are complete) through DISA (DEPO)
  • Experience in the Service Desk Lead role

Skills For IT Help Desk-grand Rapids Resume

  • Computer Science/Information systems background with 2 years of IT experience
  • IT experience, BA in Computer Science or Information Systems
  • Working on the new building renovation project by recommending and supporting technology changes
  • Developing, maintaining and implementing servers /systems in a mixed technology environment
  • Analyzing existing systems and making proactive recommendations for improvements
  • Receiving, logging and managing calls from internal staff via telephone and email

Skills For IT Help Desk / Service Desk Analyst Resume

  • Working knowledge of TCP/IP and general networking principles
  • Developing solutions for complex network, desktop, and server problems
  • Working on IT Apps
  • Configuring computers with the appropriate software and security configurations. Perform software upgrades and configuration enhancements
  • Supporting large company events such as the Global Webcast done by the CEO
  • Supporting systems and applications in a large LAN/WAN environment
  • Provide and revoke system access during on-boarding, off-boarding of new financial consultants

Skills For IT Help Desk Lead Resume

  • Perform admin tasks of maintaining users on third party application - Pershing, Sales Reporting
  • Positive Communicator ( listening, speaking and writing)
  • Perform routine Active Directory administration tasks including adding/removing users from the domain, group policies, Office365
  • Provide the support to search historical emails containing specific keywords or meeting specific criteria
  • Support Finance, Risk etc by searching oracle DB containing account and client information
  • Provide month end reporting and data processing activities
  • Independently research a problem using available resources, such as manuals, training materials and the Internet
  • Conduct onsite repairs for clients and internal customers by troubleshooting software and hardware, including Copier Workstations and Printers
  • Assist server staff with maintaining production systems and performing system upgrades

Skills For Tier, IT Help Desk Resume

  • Proficiency and understanding how to complete essential responsibilities of job with minimal training
  • Maintain understanding of TCP/IP and networking concepts
  • Provide ad-hoc support by running miscellaneous run data queries from Oracle database
  • FPA008: a monoclonal antibody that inhibits the CSF-1 receptor and is being studied in multiple tumor settings and pigmented villonodular synovitis (PVNS)
  • FPA144: a monoclonal antibody targeting FGFR2b for selected gastric cancers
  • Possess a working knowledge of the Microsoft Office Suite and Windows 7/10
  • Capable of working in an environment of near-100% system availability and be able to render solutions to issues in a timely manner
  • Diagnoses and troubleshooting Level 2 problems encountered with personal computer hardware, software and peripherals

Skills For Ssllc IT Help Desk Analyst Resume

  • Documents service orders and perform follow up of completed orders for management information reporting and customer satisfaction
  • Coordinates user requests with external vendors according to policies and procedures
  • Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training or follow-up
  • Supporting systems and applications in a large LAN/WAN environment
  • Troubleshoot remote user issues connecting via Virtual Private Network
  • Trains users on software and hardware on site or in classroom, or recommend outside contractor to provide training
  • Conducts office automation feasibility studies, including work flow analysis, space design, and cost comparison analysis

Skills For IT Help Desk-san Juan Resume

  • Phone Based Support Answer incoming client calls on a wired headset at your desk, average 25-40 calls per day
  • Responsible for providing corporate end user support
  • Handle Tier 3 escalations requests directly by phone and/or using remote access tool (Bomgar)
  • Systems Imaging deployment and management
  • Familiarity with network troubleshooting process and tools
  • Ability and willingness to work in an environment providing 24x7x365 support
  • Utilize HEAT ticketing system to process requests

Skills For IT Help Desk Lead / Supervisor Resume

  • Microsoft updates and application patching
  • Analyzes requests and determines course of action, ticket creation or routing
  • Fulfills computer imaging tasks in support of baseline lifecycle plan based on tickets input by the System Support Supervisor
  • 2nd and 3rd line support - troubleshooting of IT related problems from in-house software to hardware, such as mobile, Laptops, PCs and Printers
  • Log all calls in the Service Desk Call Logging system (SCSM)
  • Provide support via phone, email and instant messaging
  • Assist with maintaining corporate servers in a mixed technology environment

Skills For Senior Coordinator, IT Help Desk Resume

  • Provide first-level support for requests coming into company help desk
  • Applies knowledge of customer service techniques as required to address problems with PC based tools and products
  • Enable user access after system lock-out situation of end user
  • Provide necessary software upgrade support to all front office and back office
  • Create and maintain email distribution list for Finance, Compliance, Risk and other admin tasks
  • Provide system support to ensure spam and virus protection is in place throughout the network
  • Create and support auto-job that perform routine weekly/month activities in systems
  • FP-1039: a FGF ligand trap for mesothelioma
  • Technical knowledge of modern Hardware and Software

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