IT Helpdesk Resume Sample
Cassie Wisoky
7745 Amya Club,
New York,
NY
+1 (555) 358 8246
Work Experience
IT Helpdesk Associate
10/2016
-
PRESENT
San Francisco, CA
- Maintains a thorough knowledge of the organization and adheres to all organizational standards
- Keeps immediate supervisor well-informed of activities and recommends corrective actions
- Provide support for Microsoft based environment running Windows 7, Windows 2003/2008 servers ie. ,FileBound DMS,
- Provide support for Desktop Hardware and Software
- Answers after hours support calls
- Accountable for the asset management at assigned location
- Supports the installation and maintenance of the organization’s local area network hardware/software
IT Helpdesk
12/2011
-
05/2016
Dallas, TX
- Respects confidentiality in discussing consumer/participant, staff, volunteer and organizational matters; also maintains confidentiality of organization, project, fiscal and personnel related information
- Monitors and approves IT related expenditures under approval authority
- Creates and maintains LAN/WAN maintenance logs
- Utilizes the Requirements Log System to identify and timely complete technology requirements
- Provide technical assistance and support for incoming queries and issues
- Install, test, configure and provide technical advice on telecommunications
- Resolve submitted helpdesk ticket and work requests
- Perform basic desktop and laptop configuration and troubleshooting
IT Helpdesk Intern
01/2007
-
11/2011
New York, NY
- Manages network operations to include: troubleshooting connectivity problems; installing & maintaining routers; adding/terminating users; assigning rights and access; resetting passwords; establishing e-mail addresses; assessing and reporting operational status; performing backups and restores; etc
- Conducts technology orientation and exit briefing for all staff; prepares technology and systems for new and departing staff
- Maintains SOX compliance and assist in SOX testing
- Troubleshoot ERP system
- Administrates and maintains Citrix and VMWare infrastructure
- Performs routine preventive maintenance on hardware and software
- Participates on committees, task forces, workgroups, etc. As directed, facilitates technology meetings and user groups
Education
American InterContinental University - Atlanta
2003 - 2007
Bachelor's Degree in Information Technology
Professional Skills
- Excellent skills in: documentation skills, attention to detail
- Technical helpdesk background / technical support experience. Strong troubleshooting skills
- Strong multi-tasking and task prioritization skills
- Strong analytic skills and ability to apply critical thinking and a methodical approach to problem identification and resolution
- Strong teamwork skills with the ability to establish and maintain positive and effective working relationships with all departments and employees
- Exceptional customer service skills and experience with direct interaction with customers
- Working knowledge and experience with desktop computer hardware with experience in ordering and configuration
How to write IT Helpdesk Resume
IT Helpdesk role is responsible for microsoft, interpersonal, troubleshooting, software, customer, basic, printing, teamwork, database, training.
To write great resume for it helpdesk job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For IT Helpdesk Resume
The section contact information is important in your it helpdesk 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 IT Helpdesk Resume
The section work experience is an essential part of your it helpdesk 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 helpdesk 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 helpdesk position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative IT Helpdesk resume experience can include:
- To operate without direct supervision. To have exceptional time management skills. To be dependable and take full responsibility for the tasks presented
- Previous customer contact experience combined with telephone service skills
- Demonstrated interpersonal and teamwork skills
- Managing Work: Effectively managing one's time and resources to ensure that work is completed efficiently
- Understanding of Remote Access tools to troubleshoot and resolve issues effectively
- Solid PC and operating systems experience
Education on an IT Helpdesk Resume
Make sure to make education a priority on your it helpdesk resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it helpdesk 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 Helpdesk Resume
When listing skills on your it helpdesk 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 helpdesk skills:
- Good troubleshooting skill, high level of service mind, and good interpersonal skill
- Excellent communication, writing/documentation, prioritization and organizational skills
- Excellent and strong belief in customer service skills
- Good organizational skills, with excellent oral and written communication
- Proven technical skills with a strong familiarity with Microsoft Office Suite
- Good problem solving and consultative skills
List of Typical Experience For an IT Helpdesk Resume
1
Experience For IT Helpdesk Intern Resume
- Computer skills: practicing Microsoft MCSA/MCITP /MCDST
- To communicate effectively and professionally with the Executive and deliver immediate service upon request
- Effectively communicate both verbally and in written form to all levels of Firm staff
- Broad experience with web based computing services (video conferencing, CRM software,
- Good working knowledge of Microsoft Office, G Suite (Google Apps), including advanced tools
- Good working knowledge of client operating systems (Windows 7, Windows 10, Chrome OS and Mac OS)
- Experience supporting mobile device and client operating systems (Android and IOS)
- Excellent command in Thai and English (Spoken, Technical Reading and Writing)
- A strong ability to remain focused with a hard working, professional and flexible attitude while multi-tasking at an extremely fast pace
2
Experience For IT Helpdesk Associate Resume
- Experience with desktop and server operating systems, including XP, Vista, Windows 7
- Experience in working within a distributed matrix organization of a global enterprise
- Very good knowledge of Windows operating system
- Helpdesk/networking experience
- Experienced in supporting HP Laptop, PC, Printer, Cisco Switches
- Experience to recognize and recommend changes to support procedures and user guidance as part of an ongoing improvement
- Demonstrate professionalism, diligence, care, patience, and empathy in all interactions
- Prioritise and dispatch IT Helpdesk unresolved work items to relevant teams
3
Experience For IT Helpdesk Administrator Resume
- Work in an effective, consistent manner, maintaining quality assurance and compliance with established directives, policy and best practices
- Provide effective and efficient support to our users while logging this information in our Service Desk management tool
- Good understanding of the organisation’s goals and objectives
- Technical support experience in a non-scripted Customer Contact Center
- Experience in Helpdesk, call center/phone support role
4
Experience For IT Helpdesk Coordinator Resume
- Extensive experience with the MS Office suite
- Direct and prioritize the day to day activities of help desk. As required, performs hands-on technical system administration
- Provide excellent customer service and support to our users here and abroad as a front-line support specialist
- Operate and maintain overall enterprise backup system(s); monitor daily schedules; notify appropriate parties when backups are incomplete
- The ability to prioritize tasks and respond with a sense of urgency
- Experience in any automated software deployment methods
5
Experience For Global IT Helpdesk With Spanish Resume
- Have at least 1 to 3 years of experience in IT service tasks
- HelpDesk/IT Support Experience
- A strong work ethic and the ability to work well under pressure
- Extensive application support experience with South State Bank supported applications
- IT support experience in a Microsoft environment
- Experience with AD group policy, Exchange/Outlook
- Creating/Updating training material, quick tip sheets, documentation
- Helping and extending support to the existing core IT team in their day to day functions
6
Experience For IT Helpdesk Co-op Resume
- Testing and performing quality assurance tasks related to internal projects
- Answering phone calls and handling to a high standard of Customer Service
- Working knowledge of a range of diagnostic utilities, including Event Viewer, Performance Monitor
- Understanding of Local Area Networking (LAN) and TCP/IP concepts
- Working knowledge of MS Office 365, Windows, Mac OS X, Box
- Working knowledge of Cisco/Avaya phone systems desired
- Housing is not provided
- Operating systems (OS)
- Understanding of ServiceNow or similar ITSM tools
7
Experience For Associate IT Helpdesk Resume
- Imaging computers and desktop/laptop setup
- Logging of incidents, service requests, changes and problem tickets in the Service Desk application (Remedy via phone and email)
- Maintaining system performance by conducting system monitoring and analysis and executing performance tuning
- Troubleshooting system hardware, software, networks and operating system
- Knowledge of installing, troubleshooting, repairing, and supporting network, server, computer, phone system, and printer hardware
- Knowledge of technical troubling shooting and problem solving techniques
8
Experience For IT Helpdesk Consultant Resume
- Provide training and instruction to end users on new technology or changes to existing systems
- Assist in creating and maintaining a knowledge based on common problems and resolutions for the Help Desk
- Help enable our team to succeed by keeping laptops, desktops, and servers in optimum working order
- Ensure all Sarbanes-Oxley documentation, including checklists, are completed according to relevant SOPs
- Extensive knowledge in supporting Microsoft Systems, Application, Messaging, Network, Intranet, Extranet, SunSystems, Property Management Systems
- Basis understanding of 2-factor authentication using tools such as Bitlocker, Duo Mobile
9
Experience For It-helpdesk Intern Resume
- Install desktop software and full imaging of software
- Assist in configuring various equipment (laptops, tablets, smartphones, etc.) and new user work-spaces
- Support PC hardware components, operating system software, and application software
- Possess ability to work under pressure and multi-task while working under deadlines
- Service ticketing solutions, Google application suites, CMS software)
- LDAP, DHCP, license management, workstation imaging, access controls)
- User and access management, setting up of new users
- Solve basic and intermediate problems relating to all supported systems
- Responsible for logging issues and Help Desk software
10
Experience For Interim IT Helpdesk Resume
- Responsible for providing technical assistance and support related to
- Assists with the day-to-day activities of helpdesk personnel, including PC builds, application installs, and equipment setups
- Configure and support Microsoft platforms including Windows, Office, and Active Directory
- Receive, respond to and resolve inbound Client contacts on client products, including NON-Technical issues as needed
- Manage unresolved incidents utilizing appropriate resources within required timelines
- Document and communicate to appropriate resource any recurring/critical client issue received
List of Typical Skills For an IT Helpdesk Resume
1
Skills For IT Helpdesk Intern Resume
- Self motivated and directed, with the ability to effectively prioritize and execute tasks under remote management
- Good capability of managing stress and conflicts and strong leadership
- Above average skills in: managing tasks, customer service
- Basic troubleshooting skills on Macs and Windows platforms
- Handle several tasks simultaneously and effectively
- Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback
2
Skills For IT Helpdesk Associate Resume
- Superior communication and interpersonal skills are necessary
- Service internal and external customers cost effectively; log and track customer support requests
- Experience working in an IT ticketing system like ServiceNow or Remedy
- Good listening and questioning ability
- Knowledge or experience in The Fire System and Air Conditioning System such as Novec 1230 system
- Broad knowledge and skill in: Windows client/server technology and OS, Microsoft Office suite, basic networking concepts
- Demonstrates understanding of the customer’s business needs and is able to achieve and maintain high customer satisfaction ratings
- Gather additional detail when needed prior to routing to resource teams
3
Skills For IT Helpdesk Administrator Resume
- Strong ability to handle multiple and concurrent tasks with frequent interruptions while maintaining professionalism, accuracy, and efficiency in each task
- In depth experience in administration of at least two of the following
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 8 & 10 and Office 2010
- Organized and excellent communicator
- Previous experience in a chat and phone based support role
- Experience in Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies
4
Skills For IT Helpdesk Coordinator Resume
- Experience in Access Control and CCTV
- Experience with Mac environment
- Experience on Multinational environment
- Good knowledge in English written and verbal communication
- Plan work ahead and to prioritize workload
- Demonstrated ability to: work within a team capacity, follow instruction
5
Skills For Global IT Helpdesk With Spanish Resume
- Experience with Cisco VPN Client; RSA, Remote Desktop Support tools
- Strong working knowledge of desktop and laptop functionality
- Experience with Microsoft desktop and server operating systems
- Proven track record of providing SLAs and Service Desk deliverables
- Relevant technical experience
- Strong industry and travel IT knowledge
- Very good knowledge of office tools (MS Office)
- In Service Desk or IT related experience at multinational companies
6
Skills For IT Helpdesk Co-op Resume
- Excellent proficiency with all Microsoft Office and other standard desktop applications
- Active experience/certification in Information Technology Information Library (ITIL)
- Good knowledge of network issues
- Provide professional customer support services (experience in
- Experience in troubleshooting hardware and software problems
- Very good knowledge of Windows operating system, Lotus Notes
- Recent help desk troubleshooting experience
- Manage help tickets, i.e. ticket assignment, prioritization, escalation and resolution. (using JIRA)
- Coordinate internal resources as necessary to ensure effective resolution
7
Skills For Associate IT Helpdesk Resume
- IT environment experience
- Recommend new procedures to improve effectiveness of the group
- Configuring and troubleshooting profiles, file and folder permissions and network connectivity
- Understanding around mobile communication devices
- Supporting 800-900 users locally in LA (multiple buildings in the Beverly Hills, LA area) and about 7,000+ users globally
- Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions
8
Skills For IT Helpdesk Consultant Resume
- Applied Learning: Assimilating and applying new job-related information in a timely manner
- Responsible for the deployment and tracking of all desktop and laptop hardware including peripherals using asset management software
- Network troubleshooting and working with VPN client software
- Handle immediate need activities such as video conferencing setups, new employees joining and office reconfigurations
- Train users in the use of internally developed systems by providing individual and/or group training sessions
- Provide support on gathering, reporting, and analysis of performance data on Web infrastructure
- Polycom Video Conferencing Administration
9
Skills For It-helpdesk Intern Resume
- Working in a network Windows XP/7 / Windows Server environment
- Technical knowledge of PC and desktop hardware, including Dell, Lenovo and Apple
- Proficient in using a computer and Microsoft Office (Outlook, Word, Excel, etc.)
- Ensures that correct resolutions are found and involves appropriate areas in resolving problems, when needed
- Actively participates in preventive maintenance, by documenting common problems and scripts for customer support
- Develops and maintains knowledge of Incident tracking system, Knowledge Bases and of the help desk’ procedures and business environment
10
Skills For Interim IT Helpdesk Resume
- Availability to work up to 24 hours per week; opening is for immediate availability
- Respond to end-user inquiries regarding the status of incidents
- Willingness and ability to work overtime and have the ability to work on a rotating after-hours schedule
- Provides first level support for all LAN based PC’s on both the operating system and the applications levels
- Communication: There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion
- Setup and support desktop telecommunications terminals (phones, voicemail services and inbound routing)
- Perform basic server administration (power cycle, troubleshooting connectivity issues)
List of Typical Responsibilities For an IT Helpdesk Resume
1
Responsibilities For IT Helpdesk Intern Resume
- Taking ownership of tickets and ensuring successful completion within stated SLA
- A can-do attitude to learn and support computer hardware, including adding and removing peripherals
- Capable of working independently, managing multiple tasks simultaneously
- Familiarity with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls)
- Serve as a single point of contact for tickets, phone calls, chat, etc., from internal customers regarding IT issues, requests, and queries
- Maintain the IT knowledge base life cycle (create, modify, and retire) following established process
- Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership
- Interacts with network services, software systems engineering and/or applications development to restore service and/or identify and correct problems
- Field and log service requests into ticketing system
2
Responsibilities For IT Helpdesk Associate Resume
- Gather information to gain an understanding of the user’s job / function, and the issue
- Responsible for LAN, WAN, PABX setting up for ad hoc
- Answer helpdesk phones and route calls accordingly; record call tickets in Help Desk call logging application
- Daily interaction with all levels of associates to perform various Tier I and possible Tier II level troubleshooting
- Perform client processing jobs for various media types based on run documentation
- Monitor the enterprise backup environment including the tape and disc management. Perform manual backups as requested
- Interface with outsource service providers as required to build, change, tune, and otherwise support global infrastructure supporting SBS
- Provide trouble-shooting and corrective active support to developers for Web related applications
- Collaboration Tools: Video/Audio conferencing(WebEx), SharePoint, Cisco Jabber,
3
Responsibilities For IT Helpdesk Administrator Resume
- Telecom: Cisco Unified Communications, Polycom, Ring Central ACD/IVR
- Maintain the confidentiality, security and exercise the appropriate level of discretion regarding all firm issues and information
- Accommodate flexible work hours, including weekends
- Record, track, and document the Service Desk request problem-solving process
- Software installation and basic network troubleshooting
4
Responsibilities For IT Helpdesk Coordinator Resume
- Windows operating system and mobile devices
- Deal with daily operation and trouble shooting in areas of infrastructure and wintel
- Collect issue reports and new requests from users on SharePoint applications, coordinate with developing team and key users to ensure on-time IT delivery
- Knowledge of current Windows desktop operating systems
- Assist with the administration of a variety of server systems, virtual server environments, and networking systems
- Introductory knowledge of server operating systems (Windows Server and Linux)
- Receive and utilize training proficiently to implement in the work environment
- Troubleshoot and solve common network issues using physical and logical diagnostic tools
- Resolve specialized hardware and software problems with customers having little or no background in computers
5
Responsibilities For Global IT Helpdesk With Spanish Resume
- Answer tickets and emails pertaining to users’ computer problems
- Knowledge of basic computer hardware, including PCs, printers, scanners, etc
- Manage support tickets, ensuring timely updates and resolution
- Engage in support activities as directed by the Assistant Manager, IT, or as required by the business
- Immediate response to requests for assistance concerning all types of technology currently utilised by the business. To proactively learn how to support adopted technologies
- Maintain the computer fleet, and rotate computers on a three year cycle
- Respond to email and verbal requests to provide initial diagnosis/resolution. Manage the IT Helpdesk Mailbox, and record incidents and problems in the IT call logging system
6
Responsibilities For IT Helpdesk Co-op Resume
- Maintain a hardware inventory in the asset management system
- Perform administrative and support tasks for the IT department
- Supervise the local Data Centre, and assist extended infrastructure teams any time required
- Be proactive and use initiative to assess and act upon other areas, such as asset deployment and disposal, documentation, maintenance of a clean and tidy work environment, monitoring and ensuring the security of the data centre and other IT infrastructure and assets
- Partner with the facilities department (CORE) in the maintenance and operation of AV, Internet, telephony & telecommunications equipment
- Provide exceptional customer service and work with all internal cast members and departments
7
Responsibilities For Associate IT Helpdesk Resume
- Ensure commitment to Company policies, procedures and objectives
- Perform initial diagnosis on IT requests and provide resolution, and escalate when necessary
- Maintain IT inventory records as appropriate
- Own the Help Desk. Manage the help desk tickets via Manage Engine’s ServiceDesk product. Enter and categorize tickets. Escalate and route more complex issues based on priority. Document resolutions into the IT Support Knowledge Base/WIKI
- Sharp mind-set and capability for analysis and judgment
- Possess a positive and proactive attitude towards customer support and desire to help people
- Familiarity with MS Windows domain environment (Windows Server, Active Directory,
8
Responsibilities For IT Helpdesk Consultant Resume
- Provide technical support to VUE’s customers
- Technology education (computer science or similar)
- Abitlity to work as a team member
- Highly proficient in spoken and written German language
- Ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology
- Knowledge of MS Office suite of products and Microsoft office 365 Cloud
- Knowledge of various network technologies including cabling topologies, Wi-Fi, gateways, routers, switches and interconnecting LAN/WAN communication protocols such as Ethernet
9
Responsibilities For It-helpdesk Intern Resume
- Work in a fast-paced team oriented environment, supporting multiple sites
- Work with end users and technical staff comfortably
- Provide technical support for all users at all sites
- First and second level support in areas such as
- Provide telephone and online technical support to users
- Give accurate and efficient answers to questions
- Give first line support for all assigned Information Technology departments
10
Responsibilities For Interim IT Helpdesk Resume
- Replaces defective or inadequate software packages
- Teamwork: The IT Operations team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to work as one group spread out across North America
- Helps organize and streamline department related documents and procedures
- Write, edit and proof project documentation and correspondence
- Knowledgeable about assigned Client, service offerings, policies/standards, and processes
- Performs to and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality and overall customer satisfaction
- Provide level 1 and level 2 support; troubleshoot IT-related problems
- Maintain exceptional customer service for all support queries and adhere to all service management principles
- Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area
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