People working in the help desk capacity should understand that their work is very important 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 provides for a little more leeway in terms of problem resolving time.

Help desk technicians need to ensure that their resume tell an employer not only how good their technical skills are but also how well-versed they are in providing excellent customer services.

The following sample resume for Help Desk Technician position will guide you how to write a job winning resume for 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 | pamela @ email . com


Troubleshooting ● Communication ● Customer Service


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

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


● Achieved Technician of the Year award in 2012
● 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 overall network team in laying of new infrastructure


Help Desk Technician | AA COMPANY, Brooklyn, NY | April 2009 – Present

• Provide technical support to customers via telephone, email and through tickets
• Analyze and troubleshoot software and hardware issues
• Identify and resolve issues pertaining to 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 Intern | CLOUD SPHERE, Brooklyn, NY | Summer 2008

Assisted end users in troubleshooting and resolving IT issues:

• Sent tickets to appropriate departments utilizing ticket tracking system
• Solved minor workstation-related issues
• Installed operating system, software, antiviruses and patches
• Maintained documentation of processes and tickets

BS in Computer Science

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