One of the most important jobs in the world is that of an IT help desk technician or associate, as everything is dependent on information technology.
Typically, it is the job of an IT help desk associate to provide assistance to users, especially when they face a technical issue.
Their main work is to ensure that problems are solved, and that downtime is minimized.
To be considered eligible to work as an IT help desk technician, one has to possess a degree in information technology.
Previous work experience serves to help one in obtaining a job.
An individual for this position is hired after careful scrutiny of job application documents, especially the resume.
As an applicant for this position, your resume should speak highly of many aspects of your profile, such as knowledge of information technology metrics, and problem-solving processes.
Recommended: IT Help Desk Technician Cover Letter Sample
Here is a resume sample to help you write one along similar lines:
IT Help Desk Resume Example
William Smith
Cleveland, OH
(000) 918-4652
[email protected]
IT HELP DESK TECHNICIAN
SUMMARY
Seasoned IT Help Desk Associate with over 8 years of firsthand experience in providing technical assistance and support related to systems and products. Effectively able to answer queries, and address system and related issues. Focused on resolving issues, and reducing downtime, through the implementation of preventative measures.
KEY ACHIEVEMENTS
• Successfully implemented a data-saving technique that saved data from an otherwise dead drive.
• Singlehandedly provided remote troubleshooting services, minimizing client downtime by 50%.
• Increased systems efficiency by 25%, through the seamless installation of preventative measures.
PROFESSIONAL EXPERIENCE
IT Help Desk Technician
Technical Works, Cleveland, OH
Sep 2017 – Present
• Receive calls from clients and determine their specific technology-related issues
• Ask questions regarding problems in order to find out the gravity of the problem
• Provide suggestions to resolve the issue in a simple manner
• Assist clients in installing and configuring their systems
• Provide technical support in an in-person capacity, as well as over the phone
• Set up accounts for new users, and assist them in using them
• Repair and replace equipment and software
• Perform remote troubleshooting through screen-sharing applications
• Provide accurate IT related products information
• Direct unresolved issues to the next level of support
• Suggest possible improvements in information technology processes
• Accommodate client disabilities by suggesting the right IT tools and equipment use
IT Help Desk Associate
Clutch Solutions, Cleveland, OH
Jul 2013 – Sep 2017
• Served as the first point of contact for clients requiring information technology help
• Assisted clients in installing software applications
• Support problem identification processes, and assisted in resolving issues
• Followed up with clients to ensure that provided solutions had been sufficient
EDUCATION
Bachelor’s Degree in Information Technology
Ohio State University, Cleveland, OH
CORE SKILLS & COMPETENCIES
- Requests Monitoring
- Systems Maintenance
- Upgrades Management
- Equipment Inventory
- Troubleshooting
- Remote Troubleshooting
- Diagnostic Techniques
- Logging Status Updates
- Improvements Suggestion
- Walkthroughs
- Installation and Configuration
IT Help Desk Technician Job Duties for Resume
- Engage clients in conversation to determine specific problems and issues that they are facing.
- Query clients to figure out the information technology problem at hand.
- Provide clients with information on possible hardware and software issues.
- Assist clients in comprehending the need for the installation of software or hardware to counter issues.
- Respond to queries over the telephone, and through complaint tickets.
- Install software and hardware on clients’ systems.
- Perform remote troubleshooting activities to ensure minimum downtime for remote users.
- Record events and problems, and ensure resolutions are also provided.
- Set up accounts for new users, and assist them in understanding their use.
- Guide clients through different steps in order to help them resolve issues.
- Run diagnostic programs to determine the gravity of issues.
- Install and maintain antimalware and antivirus programs.
- Perform preventative maintenance on computers, such as hardware and software cleaning.
- Write training and user manuals to help clients understand processes without human intervention.
- Follow up with clients to ensure that provided solutions have been effective in the long run.
- Suggest IT products and services that clients may want to use.
- Install peripheral devices such as printers and scanners.
- Redirect clients to other resources in cases of low efficacy of provided resolution.
- Train users to use hardware and software in accordance with their specific requirements.
- Escalate situations that need immediate attention to the next levels of IT support.