Help Desk Support resume examples

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Skillful Help Desk Support resume

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Bachelor of Science: Major: Mathematics; Minors: Computer Science & Anthropology, 2017
St Lawrence University - Canton, NY

Computer Science; Relevant Coursework:  Introduction to Computer Programming (Python), Techniques of Computer Science (Java), Data Structures, Computer Organization (Assembly Language), Symbolic Logic, Theory of Computation

Mathematics; Relevant Coursework: Complex Analysis, Group Theory, Linear Algebra, Calculus I, II & III, Bridge to Higher Math, Symbolic Logic, Theory of Computation, Applied Statistics

 Computer Skills:

  • Microsoft (Word, PowerPoint, Publisher, Excel, Access, Skype for Business)
  • Windows and macOS
  • Linux
  • Python, Java, Assembly Language, HTML, PHP, CSS

 Other Skills:

  • Attention to detail
  • Interpersonal skills
  • Team player
  • Working with shifting priorities
  • Adherence to high customer service standards
Information Systems Specialist, 09/2017 to 01/2018
CVS Health Business Integration Center Smithfield, RI
  • Employed remote troubleshooting using company software and contacted clients to guide them fix existing system issues.
  • Evaluated previous procedural reports and employed the information to diagnose future hardware and software incidents.
  • Maintained client confidence and protected operations by keeping information confidential.
  • Provided after-hours support for project efforts when needed.
  • Contributed to team work by requesting for and sharing information on a wide range of system issues.
Help Desk Assistant/Computer Repair Room Technician, 04/2016 to 05/2017
St. Lawrence University Canton, New York
  • Provided professional on-site and remote technical support using Bomgar Remote Support software.
  • Performed troubleshooting on network and printer connectivity, desktop configuration and network access issues.
  • Imaged about 100 computers with updated software for Spring 2017.
  • Troubleshot and repaired android, ios and symbian devices for donation to local kids.
  • Analyzed and made recommendations to IT staff on hardware and software information for better documentation.
Sourcing Intern, 06/2015 to 07/2015
General Electric Nairobi, Kenya
  • Collaborated with a four- person team to oversee GE fleet and guest houses in Angola.
  • Presented team's progress at the main sourcing team meeting of GE sub-Saharan Africa (SSA).
  • Analyzed usage of employees' fuel cards in Sonils, Angola to compile a report for the sourcing team.
  • Participated in the clearing of payments to a fleet supplier by analyzing bottlenecks in the Source to Pay suite.
  • Presented a complete internship report to GE Africa CEO which included savings stats amounting over $3 million.
Additional Information
Varsity Cross Country & Track and Field, St Lawrence University, Canton, NY; Fall 2013-Fall 2016
  • Trained and practiced with a team up to 28 hours weekly to compete in conference, state and national competitions.
  • Competed in the 2014 cross-country national championship, and the 2014 track and field ECAC championship.
Finance and Logistics Chair, Project Pengyou, St Lawrence University, Canton, NY; Fall 2016-Spring 2017
  • Managed the funds and fundraisers for club activities to maximize number and quality of events.
Volunteer, Phone and Tablet Repair Program, St Lawrence University, Canton, NY; Spring 2017
  • Teamed up with a group of volunteers to fix phones donated by local community for local high school youth.

Fluent in: English, Swahili, Kalenjin (Mother language)

  • Steve Millington,  Help Desk Manager, St. Lawrence University IT;  E:, T: 315.229.5963
  • Anne Jason, Executive Sourcing Manager, GE Africa; E:, O: +254 20 421 5102

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Job-winning Help Desk Support resume

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Professional Profile
Computer Technician with background in imaging, printer installation, memory installation, hard drive installation, motherboard replacement and general troubleshooting. Seeking challenging position with opportunities for expanding upon existing skill base.
  • Mobile application devWeb application design elopment
  • Networked applications
  • Strong communication skills
  • Managing tight deadlines
  • Working independently
  • Leadership
  • Web application design
  • E-Learning application development
  • Object-oriented design
  • Working with large data sets
  • Computer vision
  • Software Development Life Cycle principles (SDLC)
  • HTML
  • CSS
  • Windows Server 2003
  • Windows XP
  • Windows 8
Relevant Experience
Improved IT department effectiveness by APPROPRIATION LETTERS.
Professional Experience
Pronunciation Specialist - Special Needs Center for Day Care (ALDAMMAM, KSA) January 2016 - Current

Provided individual students with personalized educational, behavioral and emotional support.
·         Training from International Medical Center in Information Technology department - Jeddah
.         Applied best practices of software development while staying abreast of advances in the practice.

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Experienced Help Desk Support resume

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Professional Summary

Certified IT professional experienced in providing technical support with minimal supervision. Knowledgeable in troubleshooting, networking and system management. Optimistic, self-starter with excellent communication skills; exposure to leadership experience with a passion for success that is performance driven and focused on productivity, teamwork, and dedication to excellence.

  • Windows Operating Systems
  • Networking (TCP/IP, DHCP, DNS)
  • Diagnosis & Troubleshooting
  • Active Directory
  • Hardware/Software Support
  • Malware Protection
  • Quality Assurance
  • Mobility and Devices
  • Hardware Assembly
  • Virtualization
  • Application and Server Monitoring
  • Database Management
Work History
Desktop Support Specialist, 07/2018 to 12/2018
CompuCom Systems Inc. Fort Mill, SC
  • Used ticketing systems to manage and process actions taken.
  • Escalate problems and issues to a higher level of support
  • Interface with other technicians, operations, and customers and makes decisions on operating procedures, analytical approaches, and configuration options.
  • Built and provided end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Trained users on technical resources, including desktops, laptops and mobile devices.
  • Configured security protocols and user accounts.
  • Consistently met deadlines and requirements for all production work orders.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
Help Desk Support (Temporary), 09/2017 to 12/2017
Bank of America Charlotte, NC
  • Managed call flow and responded to technical support needs of customers.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Resolved password resets, Network connectivity, and application inquires.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Prepared reports and communication for senior management and clients.
  • Maintained personal knowledge of recent environmental/software updates to ensure accurate customer communication
Customer Service Representative, 01/2017 to 12/2017
Spectrum Charlotte, NC
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Reviewed and solved account and billing discrepancies.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Accurately documented, researched and resolved customer service issues. 
  • Described product to customers and accurately explained details and care of merchandise..
  • Answered customer questions about product availability and processing times.
Customer Service Representative, 09/2014 to 06/2016
Convergys Corporation Charlotte, NC
  • Answered a constant flow of customer calls with up to 200 calls in queue per minute
  • Provided 4G LTE support and for Wi-Fi enabled vehicles.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.

Quality Assurance Associate Experience

  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Met or exceeded service and quality standards every review period.
Certification Program: Information Technology My Computer Career - Charlotte, NC

Anticipated Gradation 08/2019

Certification: Information Technology, 2018
IT Ready Program - Charlotte, NC

From 01/2018 - 06/2018

Associate of Science: Simulation and Game Development, 2014
Central Piedmont Community College - Charlotte

From 06/2010 - 05/2014

Certifications & Training
  • CompTIA A+ 
  • Microsoft Technology Associate (MTA), Server
  • Microsoft Technology Associate (MTA), Security
  • Microsoft Technology Associate (MTA), Networking
  • Linux Essentials

Additional Certifications will be obtained  in 2019 including through an accredited training program, including:

  • CompTIA Server +, CompTIA Networking +, MTA Mobility, Microsoft Windows 10, and CCNA

Banking & Call Center Service Training - Customer Service , Solution Selling, Call Center Fundamentals, Teller Services, Office Administration, Lock-box Operation, Bank Regulatory Compliance , Microsoft Office Suite 2010, Cloud Technology and Social Media Etiquette.

System Knowledge

Windows (XP, 7, 8, 8.1, Vista, and 10), Linux (Fedora, Ubuntu), Mobile Devices (Mac OSX, Android, iOS, Windows Phone), Microsoft Office 2003 and higher, Office 365, C#, Microsoft Visual Studio, Adobe (Photoshop, Acrobat), ServiceNow, Microsoft Exchange, Workday, Salesforce, Citrix, FDR, Microsoft Active Directory, Terminal and Thin Client Systems, RSA Token, Oracle VirtualBox, Gaming Engine (Unity and Unreal Engine), ADP Portal, Kronos, VIOP, Avaya Communicator