Help Desk Technician Resume Guide

Help desk technicians provide technical support to customers and clients who have questions or problems with their computer systems. They analyze the problem, troubleshoot issues, answer queries and provide solutions as needed.

You have the technical knowledge and problem-solving skills to be a great help desk technician. But hiring managers don’t know about you yet, so you need to write a resume that highlights your abilities and presents them in the best light possible.

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

Help Desk Technician Resume Sample

Richie Koss
Help Desk Technician

[email protected]
621-479-3119
linkedin.com/in/richie-koss

Summary

Enthusiastic and highly-skilled help desk technician with 10+ years of experience providing technical support to a diverse range of clients. Adept at troubleshooting and resolving complex hardware, software, network and system issues in timely manner. Committed to delivering excellent customer service while using strong interpersonal skills to build relationships with customers. Seeking an opportunity at ABC Tech where I can apply my knowledge and expertise in the IT field.

Experience

Help Desk Technician, Employer A
Tampa, Jan 2018 – Present

Reorganized the help desk system, improving workflow and increasing customer satisfaction by 25%.
Improved the existing ticketing system, reducing response time for technical inquiries from 20 minutes to 5 minutes on average.
Tested new software programs and hardware peripherals for compatibility with existing IT systems; identified and resolved over 100 issues in a month’s period of time.
Confidently provided technical support to customers via phone, email or chat channels; assisted more than 200 clients per week without difficulty or complaints arising from any users’ end of service received.
Facilitated training sessions for team members covering topics such as troubleshooting techniques & protocols, product installation methods and overall best practices related to providing efficient helpdesk services at all times.

Help Desk Technician, Employer B
Washington, Mar 2012 – Dec 2017

Accurately resolved over 600 customer service inquiries per month related to software and hardware issues, resulting in a 15% reduction in help desk tickets.
Implemented procedures for monitoring system performance and troubleshooting any technical problems; successfully identified root cause of network failure incidents within 30 minutes on average.
Coordinated with IT team members when providing assistance for complex cases, helping them resolve escalated user requests quickly and efficiently by the end of each shift.
Revised existing Help Desk processes to reduce response time from 8 hours to 4 hours; improved operational efficiency by 25%.
Structured detailed documentation outlining common user errors & solutions that was used as reference material for new help desk technicians; saved an average of 10 man-hours every week due to reduced training time required.

Skills

Troubleshooting
Computer Hardware
Technical Support
Active Directory
Windows 7
Windows
Networking
Windows Server
Teamwork

Education

Associate’s Degree in Computer Science
Educational Institution XYZ
Nov 2011

Certifications

CompTIA A+ Certification
CompTIA (Computing Technology
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

The summary or objective at the beginning of your help desk technician resume should be used to showcase your most impressive skills and accomplishments. For example, you could mention how many years of experience you have in customer service, the number of tickets resolved per day/week/month that you achieved while working for a previous employer, or any certifications related to IT support that you possess. Additionally, it is important to highlight any specialties such as software troubleshooting or network maintenance.

Below are some resume summary examples:

Well-rounded Help Desk Technician with 5+ years of experience providing technical support for customers, solving complex problems, and maintaining systems. Skilled in troubleshooting hardware/software issues on various platforms. Proven record of success in resolving customer complaints quickly and efficiently while improving overall satisfaction levels by 15%. Looking to join ABC Tech as a Help Desk Technician to continue providing top-notch customer service.

Reliable help desk technician with 5+ years of experience providing remote, email and phone-based technical support. Skilled at troubleshooting hardware/software issues in a timely manner and identifying root causes to prevent future occurrences. At XYZ, achieved 95% resolution rate on customer inquiries within the first call and reduced downtime by 25%. Passionate about helping customers achieve an optimal user experience for their technology needs.

Determined Help Desk Technician with 7+ years of experience in IT customer service and technical support. Proven track record of successfully resolving over 10,000 client inquiries at ABC Company. Skilled in troubleshooting hardware/software issues for Mac OS, Windows OS, Linux systems as well as mobile devices (Android & iOS). Possess excellent interpersonal skills necessary to build a positive rapport with customers and colleagues alike.

Energetic and experienced help desk technician with 7+ years of experience providing technical support and troubleshooting for a wide variety of hardware, software, and network-related issues. Seeking to apply my knowledge in an IT role at ABC where I can make use of my superior customer service skills to deliver outstanding results. At XYZ Corporation, successfully resolved 95% of all escalated incidents within 24 hours.

Passionate help desk technician with 3+ years of experience providing technical support for enterprise-level clients. Highly skilled in troubleshooting hardware and software problems, configuring new systems, and training end users on system applications. Seeking to join ABC Tech as a help desk technician where I can use my expertise to provide excellent customer service and resolve complex issues quickly.

Driven Help Desk Technician with 8+ years of experience resolving technical problems in a professional and timely manner. Expertise in troubleshooting hardware, software, network, and mobile device issues. Proven track record of providing excellent customer service while maintaining an upbeat attitude under pressure. Committed to staying up-to-date on the latest technology trends for maximum efficiency.

Skilled Help Desk Technician with 5+ years of experience in providing top-notch technical support services to end users. Exceptional problem-solving skills, coupled with the ability to troubleshoot and resolve IT issues quickly and efficiently. Proven track record of helping clients improve their user experience by resolving software/hardware conflicts and ensuring seamless access to critical systems.

Amicable and experienced Help Desk Technician with 7+ years of experience providing technical and customer service support to clients in a variety of settings. Skilled at resolving complex IT issues quickly, while maintaining excellent communication with customers. Looking to join ABC Tech as an expert Help Desk Technician to help their team provide superior tech solutions.

2. Experience / Employment

Next comes the work history section, where you provide details on your employment. This should be written in reverse chronological order, with the most recent job listed first.

In this section, it is best to use bullet points for clarity and ease of reading. When writing out what you did at each position, focus on providing detail and quantifiable results if possible. For example, instead of saying “Provided technical support,” say something like “Responded to over 200 customer inquiries per day via phone or email; reduced average response time from 4 hours to 2 hours.”

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

Troubleshot
Resolved
Assisted
Monitored
Configured
Diagnosed
Responded
Analyzed
Documented
Tested
Upgraded
Installed
Implemented
Managed
Educated

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:

Resolved over 75 customer inquiries per day via call, email and chat support channels, addressing issues with hardware, software and network connectivity while maintaining a 90%+ satisfaction rate.
Upgraded 1000+ desktops/laptops to Windows 10 OS with minimal disruption to users; reduced system downtime by 30%.
Developed easy-to-understand user manuals for all IT systems in use at the company’s 50 offices worldwide; improved employee productivity by 15%.
Reliably provided technical assistance onsite or remotely within 1 hour response time for critical incidents such as server crash or data loss events; decreased average resolution times from 8 hours to 4 hours over 6 months of service delivery.
Prepared detailed reports outlining troubleshooting steps taken after each incident evaluation and distributed them weekly among team members to ensure quality assurance standards were met at all times.

Achieved an average customer satisfaction rating of 4.5/5 after resolving over 2,500 technical support requests within the last year.
Reduced time taken to resolve an issue by 25% on average through prioritizing incoming tickets and providing quick solutions with minimal disruption to clients’ operations.
Substantially improved system performance for 500+ users across two locations by proactively diagnosing & fixing hardware related issues in a timely manner.
Assisted senior team members with complex IT projects such as network maintenance, server upgrades & software installations; completed all tasks accurately and efficiently in just 5 hours per project on average.
Demonstrated strong problem-solving abilities and troubleshooting skills when handling customer queries for desktop applications, operating systems and other computer peripherals via live chat or phone calls.

Documented technical issues and resolutions in an organized manner, resulting in a 20% improvement of help desk ticket resolution times.
Advised over 200 customers daily on technical related inquiries via phone, email and chat; upsold premium services to 50+ clients each month.
Mentored 3 junior technicians with troubleshooting techniques while ensuring that all customer service standards were met at all times.
Educated customers on best practices for utilizing available software tools to improve their computing experience; increased customer satisfaction ratings by 12%.
Independently resolved 500+ user support tickets within the given deadline without any assistance or oversight from management staff members.

Introduced a new ticket system that streamlined help desk processes and reduced response time by 45%.
Formulated technical solutions for over 200 customer queries each day; achieved a 95% resolution rate within the first call.
Analyzed problem areas in existing hardware & software systems to identify root causes of IT issues, providing comprehensive troubleshooting steps and recommendations where needed.
Actively monitored networks, identified potential security risks and upgraded protection measures resulting in successful prevention of 10+ cyberattacks this year alone.
Developed an online knowledge base with step-by-step instructions for resolving common user problems; reducing repeat calls from customers by 40%.

Meticulously troubleshot and resolved over 500 technical issues for customers in a timely manner, resulting in an 8% increase of customer satisfaction ratings.
Responded quickly to all inquiries via phone, email or live chat; exceeded monthly ticket resolution targets by 15%.
Spearheaded the implementation of new systems and software upgrades while ensuring minimal disruption to daily operations; reduced repair time on hardware components by 20%.
Troubleshot user access errors, system malfunctions & network connectivity problems with expertise, allowing users to return back online within one hour on average per case.
Optimized existing help desk processes for better efficiency through automation tools; saved up to 200 hours annually across 3 departments combined as a result of process improvements implemented.

Presented technical assistance, advice and guidance to over 200 help desk customers daily; successfully resolved 80% of technical queries within the first contact.
Configured new computer systems for customers with different hardware peripherals, operating system software and accompanying applications per request.
Successfully diagnosed various network or software issues remotely in an accurate and timely manner; reduced downtime by 50%.
Represented the company at regional IT conferences as a speaker on topics related to troubleshooting complex technical problems effectively; engaged 20+ prospects for potential business opportunities during each event attended.
Expedited resolution of customer requests by identifying root causes behind problems quickly using latest diagnostic tools & technologies; increased customer satisfaction ratings from 75% to 92%.

Installed, configured and maintained over 500 computer systems and network components, ensuring smooth operations of the company’s IT infrastructure.
Streamlined help desk processes by creating documentation for new procedures; reduced ticket resolution time by 25% within one month.
Participated in system upgrades and troubleshooting activities daily to identify root causes of technical problems quickly; resolved 100+ customer issues through phone support each week.
Utilized remote access tools such as TeamViewer to provide clients with on-demand assistance when needed; increased customer satisfaction ratings from 85% to 92%.
Thoroughly tested hardware devices prior to installation or repair, reducing warranty claims by 15%.

Assessed customer inquiries and responded to over 200 technical support requests per day, resolving complex hardware & software issues in a timely manner.
Managed team of 3 IT technicians responsible for providing help desk services; trained new staff members on system processes and improved customer service satisfaction ratings by 15%.
Compiled detailed reports on all computer-related problems, documentations of solutions & resolutions provided as well as user feedbacks from customers within 24 hours or less.
Diagnosed and troubleshot technical issues related to computers, applications systems, networks & peripherals with speed and accuracy that exceeded expectations; reduced average call resolution time by 30 minutes.
Resourcefully solved network connectivity problems through remote access tools while educating users on proper maintenance procedures; decreased downtime incidents due to misconfigured settings by 40%.

3. Skills

Two organizations that have advertised for a position with the same title may be searching for individuals whose skills are quite different. For instance, one might be looking for someone who is an expert in Windows 10, while the other may require knowledge of Linux.

It’s essential to tailor your skills section to each job you are applying for since many employers use applicant tracking systems (ATS). These computer programs scan resumes for certain keywords before passing them on to a human.

To make sure that you include all the necessary information, read through the job posting carefully and list any relevant qualifications there that apply to you. You can also elaborate further on these skills by discussing them in more detail in other sections such as the summary or experience section.

Below is a list of common skills & terms:

Active Directory
Communication
Computer Hardware
Computer Hardware Troubleshooting
Computer Repair
Customer Satisfaction
Data Entry
HTML
Hardware
Help Desk Support
Information Technology
Java
JavaScript
Laptops
Linux
Microsoft Exchange
Network Administration
Network Security
Networking
Operating Systems
Problem Solving
SQL
Security
Servers
Software Documentation
Software Installation
System Administration
Team Leadership
Teamwork
Technical Support
Time Management
Troubleshooting
VMware
Windows
Windows 10
Windows 7
Windows Server
Windows XP

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, mention your education below the resume objective. However, if you have significant help desk technician experience to showcase, omitting the education section is perfectly fine.

If an education section is included, try to highlight courses or certifications related to IT support or customer service that may be beneficial for a help desk technician role.

Associate’s Degree in Computer Science
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your expertise and proficiency in a certain field. They provide potential employers with evidence that you have been tested by an accredited organization, proving that you are more qualified than other applicants.

When applying for jobs, make sure to include any certifications relevant to the position on your resume. This will help show hiring managers that you have the necessary skills and knowledge required for the job.

CompTIA A+ Certification
CompTIA (Computing Technology
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 Richie Koss, this would be Richie-Koss-resume.pdf or Richie-Koss-resume.docx.

7. Cover Letter

Attaching a cover letter to your job application is an excellent way to showcase your qualifications and demonstrate why you’re the perfect fit for the role. They are usually made up of 2 to 4 concise paragraphs that give recruiters more insight into who you are, what motivates you, and how well-suited you are for the position.

Cover letters provide a personal touch that can make all the difference in getting noticed by hiring managers. Even if it’s not required as part of your job application, writing one is highly recommended as it could be just what sets yours apart from other applicants!

Below is an example cover letter:

Dear Enos,

I am writing to apply for the help desk technician position at XYZ Company. With over five years of experience in customer service and IT support, I am confident I can be a valuable asset to your team.

In my current role as a help desk technician at ABC Corporation, I provide level one support for software, hardware, and network issues. I have successfully resolved complex technical problems for both internal and external customers. In addition, I regularly train new staff on company policies and procedures related to IT support.

I possess excellent communication skills that allow me to effectively communicate with non-technical users about their technical issues. My ability to stay calm under pressure has helped me resolve difficult customer complaints efficiently. In addition, my strong organizational skills enable me to keep track of multiple tasks simultaneously and meet deadlines consistently.

The skills and experience I have acquired make me an ideal candidate for the help desk technician position at XYZ Company. I look forward to speaking with you soon about this opportunity.

Sincerely,

Richie