Desktop Support Technician Resume Guide

Desktop support technicians provide technical assistance to computer users. They install, configure, maintain and troubleshoot hardware and software systems for end-users in an organization. They also assist with network connectivity issues as well as password resets and other system access problems.

You’ve got the technical know-how to fix any computer issue, but potential employers don’t yet know who you are. To make yourself stand out from other applicants, write a resume that highlights your expertise in desktop support and troubleshooting.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Desktop Support Technician Resume Sample

Carlos Gislason
Desktop Support Technician

[email protected]
793-460-1024
linkedin.com/in/carlos-gislason

Summary

Reliable desktop support technician with over five years of experience in providing technical assistance to customers. Experienced in troubleshooting, diagnosing and resolving hardware, software and network issues on both Windows & Mac systems. Skilled at managing multiple tasks simultaneously while working independently or as part of a team environment. Proven ability to quickly learn new technologies combined with strong communication skills make me an ideal candidate for this position.

Experience

Desktop Support Technician, Employer A
Colorado Springs, Jan 2018 – Present

Configured, installed and maintained over 500 computer systems, printers and other peripheral devices with minimal supervision; optimized system performance by 20% for all end-users.
Compiled detailed technical support reports to keep track of hardware/software assets across the organization; successfully decreased total IT expenses by $10,000 in 6 months.
Documented all maintenance activities related to network infrastructure & user accounts according to company policies and procedures; improved data security by 70%.
Independently troubleshot issues such as virus infections, software incompatibilities, hardware problems and slow connection speeds on a daily basis while providing timely resolutions within hours or less in most cases.
Revised existing processes related to desktop repair operations based on feedback from users, resulting in an overall reduction of downtime associated with workstations by 50%.

Desktop Support Technician, Employer B
Surprise, Mar 2012 – Dec 2017

Reorganized the entire desktop operations of a 500-person office, resulting in 30% faster response times and improved employee productivity by 5%.
Developed comprehensive troubleshooting procedures for hardware and software issues that reduced resolution time from 1 hour to 15 minutes on average.
Resolved over 2,000 tickets related to network connectivity, system errors & performance optimization within the last year; consistently achieved customer satisfaction ratings above 95%.
Installed new systems components such as printers and scanners according to technical specifications while ensuring compatibility with existing networks and devices; completed projects up to 10 hours ahead of schedule on multiple occasions.
Consistently maintained high levels of security across all computer systems by regularly installing antivirus updates & patches in accordance with industry compliance standards.

Skills

Troubleshooting
Technical Support
Active Directory
Computer Hardware
Windows 7
Networking
Windows
Windows Server
Software Installation

Education

Associate Degree in Information Technology
Educational Institution XYZ
Nov 2011

Certifications

CompTIA A+
CompTIA (Computing Technology Industry
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

Your resume summary is like a movie trailer – it should provide the employer with an overview of your experience and qualifications as a desktop support technician. Here is where you can highlight your technical skills, such as proficiency in Windows 10 and Office 365, knowledge of networking protocols, or ability to troubleshoot hardware/software issues quickly. You could also mention any relevant certifications or awards that demonstrate your commitment to excellence in this field.

Below are some resume summary examples:

Skilled desktop support technician with 7+ years of experience in troubleshooting and resolving hardware, software, network, and system issues. Experienced in supporting multiple operating systems (Windows/Mac OS) as well as a variety of applications. At XYZ Corporation developed technical documentation for end-users to use when reporting IT problems. Proven ability to collaborate effectively within teams and build strong relationships with stakeholders at all levels.

Accomplished desktop support technician with 10+ years of experience in troubleshooting hardware and software issues. Expertise in Windows, MacOS, Linux, and network administration. Successfully reduced IT-related downtime from 72 hours to just 8 hours at XYZ Corporation by implementing a proactive maintenance system. Received accolades for outstanding customer service while providing technical support over the phone and onsite visits as needed.

Seasoned Desktop Support Technician with 8+ years of experience providing top-notch technical support to a wide range of users. Skilled in troubleshooting hardware and software issues, performing system maintenance tasks, resolving user queries, and maintaining accurate records. Seeking to join ABC Tech as the next Desktop Support Technician where I can leverage my skills for improved customer satisfaction and operational efficiency.

Hard-working desktop support technician with 7+ years of experience in providing IT-related services and troubleshooting on-site problems. Demonstrated expertise in setting up, configuring, and maintaining desktop/laptop systems for over 500 users. Skilled at resolving hardware/software issues both remotely and through desk visits. Recognized for quickly diagnosing complex technical challenges to ensure minimal downtime.

Determined desktop support technician with 7+ years of experience troubleshooting hardware and software issues for small businesses. Skilled in resolving IT problems both remotely and onsite, often exceeding customer expectations by finding creative solutions to complex technical difficulties. Seeking a desktop support role at ABC Tech where I can leverage my expertise in providing exceptional service to their customers.

Detail-oriented IT professional with 7+ years of experience providing top-notch technical support for end users. Proven success diagnosing and resolving complex network issues, managing IT assets, and providing training to new staff members. Looking to join ABC Technology as a Desktop Support Technician where I can utilize my knowledge in Windows OS/MS Office Suite and help build an efficient customer service team.

Energetic and experienced Desktop Support Technician with 7+ years of experience providing technical assistance in a corporate environment. Expertise in troubleshooting hardware and software issues, managing user accounts, and configuring IT systems for optimal performance. Recognized by ABC Company for reducing incidents of outages by 40% through proactive maintenance and repair strategies.

Proficient desktop support technician with 5+ years of experience troubleshooting hardware and software issues in corporate settings. Certified Microsoft professional committed to keeping technology systems running efficiently for ABC Tech’s clients. At XYZ, reduced network downtime by 40% through proactive maintenance while also providing comprehensive training solutions.

2. Experience / Employment

Next comes the work history section, which should be written in reverse chronological order, meaning your most recent job is listed first. Stick to bullet points and provide detail about what you did and the results achieved.

For example, instead of saying “Provided technical support,” you could say, “Resolved over 150 customer inquiries per week via phone or email regarding hardware/software issues; reduced average response time from 3 days to 1 day.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Installed
Configured
Troubleshot
Monitored
Resolved
Diagnosed
Upgraded
Tested
Replaced
Implemented
Assisted
Documented
Analyzed
Managed
Supported

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Coordinated
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Optimized
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Achieved 95% customer satisfaction rating and resolved over 200 technical issues for end-users in the last year.
Managed installation and configuration of computers, printers, scanners, hard drives & other peripherals for more than 70 clients across multiple sites; decreased system downtime by 40%.
Accurately diagnosed software bugs and hardware errors on desktops/laptops to quickly identify root causes of problems while providing timely solutions to minimize impact on users’ productivity.
Prepared detailed documentation such as user manuals and troubleshooting guides that helped reduce support calls volume by 25%.
Structured preventive maintenance plans with regular checkups on server infrastructure that improved network performance levels by up to 22%.

Upgraded over 60 PCs and laptops with latest software versions, resulting in a 20% increase in system performance.
Utilized troubleshooting techniques to diagnose & repair hardware and network connectivity issues for more than 80 users per day; reduced average resolution time from 8 hours to 4 hours.
Reliably resolved over 95% of technical problems without escalating them further within the IT department or outsourcing providers; saved $1,500 in external costs last quarter.
Mentored 5 junior technicians on basic desktop support skills such as installation/configuration of computer peripherals, active directory management and user account administration tasks via hands-on training sessions each week.
Monitored server logs regularly to identify potential threats & errors before they caused significant damage to data systems; prevented 45 security breaches since joining the company 2 years ago.

Implemented hardware and software upgrades for 150+ desktop systems, resulting in a 20% improvement of performance throughout the company.
Assessed technical issues across multiple departments and proactively provided solutions to resolve them; reduced downtime by 25%.
Confidently handled escalated support calls from users who experienced more complex problems and provided timely resolutions with minimal disruptions.
Assisted staff members on proper computer usage, programs installation/troubleshooting and user account maintenance; trained 10 new employees within one month to become adept at using their assigned device or system without any guidance required afterwards.
Improved IT infrastructure security protocols by installing necessary patches & antivirus updates on all desktops, ensuring that the organization’s data remained secure against malicious attacks or unauthorized access attempts.

Tested, maintained and repaired over 500 desktop systems, laptops, printers and other related peripherals within a 3-month period; reduced repair turnaround time by 15%.
Actively monitored all IT infrastructure components for outages or performance issues; identified 12 security threats in the past 6 months and implemented effective countermeasures to mitigate them.
Analyzed customer feedback on current network configurations to improve system stability & reliability while ensuring optimal user experience at all times.
Advised approximately 150 users regarding technical troubleshooting steps and best practices when using computers, phones, software applications etc.; successfully resolved 93% of incidents reported within 1 hour of initiation.
Reduced downtime across various functional areas by 20% through proactive maintenance activities such as patching OS/software updates or upgrading hardware components where necessary.

Competently supported and maintained over 450 desktops, laptops, printers and other peripheral devices; reduced system downtime by 30% through proactive maintenance.
Replaced hardware components including CPUs, hard drives, memory cards & motherboards on 200+ machines to improve the overall performance of systems.
Optimized data networks for optimal speed and efficiency with up-to-date software updates; increased average download speeds across all PCs by 27%.
Troubleshot technical problems related to operating systems (Windows/Mac), applications & security settings within 2 hours on average per callout request.
Formulated comprehensive user guides & FAQs documents as a reference source for novice users while resolving their desktop issues quickly without any disruption in workflows or loss of data integrity.

Participated in the installation, configuration and troubleshooting of over 200 desktop computers, laptops and other peripherals across 10 departments; reduced downtime by 50%.
Facilitated network connectivity setup for new employees in multiple locations using a variety of tools such as VPNs, cabling systems & remote access solutions.
Spearheaded the implementation of automated software updates on all desktops to ensure that security patches were applied correctly; improved system stability by 40%.
Successfully rolled out a company-wide data backup strategy with cloud storage solutions to protect confidential information from accidental deletion or malicious attacks; upgraded user productivity by 25%.
Coordinated IT training sessions for non-technical staff members covering topics such as computer basics, device usage guidelines & best practices for online safety; boosted knowledge retention rate among trainees to 85%.

Streamlined computer systems for over 200 clients, resulting in increased system performance by 27%.
Represented company at various industry events and tradeshows to promote the latest IT solutions; generated $20,000+ worth of business with new customers.
Diagnosed hardware & software issues promptly using troubleshooting methods while providing technical support remotely or on-site as needed; reduced average resolution time from 3 hours to 1 hour per issue.
Supported users with installation and setup of operating systems (Windows/Mac OS), office suites (MS Office) and other general applications; updated 50+ desktop PCs within 24 hours during a major upgrade push last month.
Resourcefully recommended cost-effective alternatives that allowed businesses to save up to 20% on their annual IT budget while meeting all customer requirements without compromising quality standards.

Demonstrated technical proficiency in resolving desktop support issues for over 500 users; successfully implemented new hardware and software solutions, resulting in a 25% decrease of customer trouble tickets.
Expedited the resolution process by responding to inquiries with an average response time of 3 minutes per call, achieving 100% customer satisfaction ratings from end-users.
Presented detailed reports on system usage analysis and proposed recommendations to IT manager to improve performance; improved efficiency by 10%.
Introduced user-friendly tutorials and training sessions for staff members across various departments about computer applications; reduced help desk calls related to program operation queries by 15%.
Thoroughly tested network connections before deployment of any new systems or upgrades; minimized downtime incidents due to technical malfunctions by 20%.

3. Skills

Even though two organizations are hiring for the same role, the skillset they want an ideal candidate to possess could differ significantly. For instance, one may be on the lookout for an individual with experience in troubleshooting Windows 10 while the other is looking for someone with expertise in Mac OS.

This means that you should make sure to tailor your skills section of the resume according to each job posting. This will help ensure that applicant tracking systems (ATS) pick up on those keywords, allowing your application to pass through and be seen by a human recruiter or hiring manager.

In addition, it would also be beneficial if you were able to further elaborate on these skillset points in other parts of the resume like the summary or work history sections.

Below is a list of common skills & terms:

Access
Active Directory
Citrix
Computer Hardware
Computer Hardware Troubleshooting
Computer Repair
Customer Satisfaction
DHCP
DNS
Databases
Desktop Computers
Disaster Recovery
HTML
Hardware
Help Desk Support
Information Technology
Java
Laptops
Linux
Microsoft Exchange
Microsoft SQL Server
Network Administration
Network Security
Networking
OS X
Operating Systems
Printers
Process Improvement
Remote Desktop
Routers
SQL
Security
Servers
SharePoint
Software Documentation
Software Installation
System Administration
System Deployment
TCP/IP
Team Leadership
Teamwork
Technical Support
Time Management
Troubleshooting
VMware
VPN
Windows
Windows 10
Windows 7
Windows Server
Windows XP
Wireless Networking

4. Education

Including an education section on your resume will depend on how far along you are in your career. If you just graduated and have no work experience, your education should be mentioned below your resume objective. However, if you have significant work experience to showcase, omitting the education section is perfectly fine.

If an education section is included, try to mention courses related to desktop support technician roles such as networking fundamentals or computer hardware maintenance.

Associate Degree in Information Technology
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your expertise in a certain field. They are an indication that you have been tested and certified by an authoritative body, which can be very attractive for employers looking for qualified candidates.

Including certifications on your resume is especially important if the job description requires specific skills or qualifications related to those certifications. This will show potential employers that you possess the necessary knowledge and experience required for the position.

CompTIA A+
CompTIA (Computing Technology Industry
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Carlos Gislason, this would be Carlos-Gislason-resume.pdf or Carlos-Gislason-resume.docx.

7. Cover Letter

Attaching a cover letter to your job application is a great way to show potential employers that you are serious about the role. It is made up of 2 to 4 paragraphs and should be tailored specifically for the position you are applying for.

Cover letters give you an opportunity to explain why you’re the best fit for the job, highlight your skills and provide insight into who you are as a person. Even though they may not always be required, it’s worth taking time out to write one in order to make sure your resume stands out from other applicants.

Below is an example cover letter:

Dear Damion,

I am applying for the Desktop Support Technician position at XYZ Company. With over 7 years of experience providing desktop support in a corporate environment, I have the knowledge and skills to be an asset to your team.

In my current role as Desktop Support Technician at ABC Corporation, I provide Tier 2 support for 3000+ users across 10 locations. I troubleshoot hardware and software issues, setup new equipment, and train users on proper usage. I also create documentation and process improvements to streamline support operations.

Through my work experiences, I have developed strong problem-solving and customer service skills. I am able to quickly assess issues and find solutions that meet the needs of the user while minimizing downtime. My patient nature ensures that even frustrated users remain calm throughout the support process. My goal is always to leave the user feeling confident in their ability to use their computer or device effectively.

I would love to bring my knowledge and expertise to your organization as part of your desktop support team. Thank you for your time and consideration; I look forward to hearing from you soon about this opportunity!

Sincerely,

Carlos