Help Desk Technician Resume Sample

Updated on: June 30, 2019

People working in the help desk capacity should understand that their work is essential as they usually provide tier 1 support to customers.

However, if you are a help desk technician, you are more likely to provide tier 2 support, which does not make it easy but offers a little more leeway concerning problem resolving time.

 

Helpdesk technicians need to ensure that their resume tells an employer not only how excellent their technical skills are but also how well-versed they are in providing superior customer services.

The following sample resume for Help Desk Technician position will guide you on how to write a job-winning resume for a help desk position.

See also: Cover Letter for Help Desk Technician Resume

 

 

Help Desk Technician Resume Example

 

Pamela Grunch
357 Example Place | Brooklyn, NY 33330 | (000) 765-9845 | [Email]


HELP DESK TECHNICIAN

Troubleshooting | Communication | Customer Service

SUMMARY
• Results-driven and energetic professional with 7+ years of work experience in the diverse helpdesk roles
• Highly skilled in responding to tickets generated by users promptly
• Demonstrated ability to diagnose and fix problems of operating systems
• Track record of working with end users and providing useful Tier 2 and Tier 3 support
• Hands-on experience in responding, tracking, and following up to telephone, emails and end-user requests for help

IT SUPPORT SKILLS

– Windows XP, 7, 8
– Productivity Software
– Printer troubleshooting
– Network Connectivity
– Inventory Tracking
– LAN/WAN
– System Upgrades
– System Recovery
– Driver Installation
– New User Training
– Server Setup
– Wireless/VPN

KEY ACCOMPLISHMENTS
• Achieved Technician of the Year award in 2018
• Designed and implemented a new ticketing system which increased efficiency 20%
• Improved corrective actions through resolution and follow up
• Identified software bugs and enhancement requests
• Ensured precise handling of service requests
• Contributed to the overall network team in laying of new infrastructure

HELP DESK EXPERIENCE

Help Desk Technician
AAA COMPANY, Brooklyn, NY | 2013-present

• Provide technical support to customers via telephone, email and through tickets
• Analyze and troubleshoot software and hardware issues
• Identify and resolve problems of network configuration, web hosting, and domain registration
• Respond to queries pertinent to package details, e-commerce solutions, email configurations, and search engine submission packages
• Create help desk documentation with step by step instructions on problem resolving techniques

Help Desk Assistant
CLOUD SPHERE, Brooklyn, NY | 2009-2013

• Assisted end-users in troubleshooting and resolving IT issues
• Sent tickets to appropriate departments utilizing a ticket tracking system
• Solved workstation-related minor problems
• Installed the operating system, software, antiviruses and patches
• Maintained documentation of processes and tickets

EDUCATION

BS in Computer Science
BROOKLYN CITY UNIVERSITY, Brooklyn, NY – 2008

ADDITIONAL SKILLS
• Bilingual: English and Spanish
• Proficient in Microsoft Office Applications

 

 

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