It Help Desk Technician Resume Samples

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IT Help Desk Technicians provide answers to customer and employee questions. Typical duties listed on an IT Help Desk Technician resume are diagnosing problems, documenting conversations, taking calls, and solving complex incidents. Based on our collection of example resumes for the job, IT Help Desk Technicians should demonstrate computer proficiency, technical skills, customer focus, attention to details, teamwork, and problem-solving orientation. Successful candidates for the job hold a degree in computer science or information technology.

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1

IT Help Desk Technician

Installed, maintained, diagnosed and resolved end user inquiries and service requests related to the operation and use of desktop, laptop, printers, operating systems and related IT systems.

  • Installed, repaired, and performed preventive maintenance on PC's, printers, and related IT equipment.
  • Performed installations, upgrades, and backups of software applications and operating systems.
  • Troubleshot software, hardware, and network failures related to PC and printer operation.
  • Created, maintained and deleted user accounts on a variety of Servers, following established security policies and procedures.
  • Created and maintained documentation of troubleshooting / problem resolution procedures.
Candidate Info
3
years in
workforce
3
years
at this job
2

IT Help Desk Technician

Troubleshot, resolved, and documented 1.1K monthly hardware, software, and peripheral technical support tickets for over 500 end users across 100 retail stores and offices as part of a six-member help desk team.

  • Provided support and end user training on Windows servers, workstations, printers, registers, and POS equipment.
  • Maintained and supported POS terminal and management software, electronic journal, Exchange, and credit/debit and transaction software at all stores with the Dameware remote administration software.
  • Configured, repaired, backed up, and created Acronis images for corporate and storefront desktop workstations.
  • Scheduled and coordinated telephone and data line testing and repair with three service providers.
  • Documented process problems and solutions for future use in a shared internal technical support forum.
  • Installed, configured, and updated remote connections, VPN Clients, office software, Adobe, Java, Malwarebytes, and Kaspersky anti-virus.
  • Removed viruses, malware, and rootkits from workstations as needed using Malwarebytes and Kaspersky.
Candidate Info
11
years in
workforce
2
years
at this job
AAS
Computer Information Systems
3

IT Help Desk Technician - Development Tier 1 Support

Provided first level technical support via phone and email to end-users regarding hardware, software, and network related problems and questions in 360 PeopleSoft platform.

  • Performed add/modify/delete of new faculty and staff in 360 PeopleSoft systems.
  • Analyzed and troubleshoot all levels of desktop, application, and network issues and notified appropriate team member.
  • Identifies, researched, and resolved technical problems including documenting and monitoring problems in cases to ensure satisfactory and timely resolution.
  • Responded to telephone calls from customer support lines, generating troubled tickets, and collaborating with campus-based and central IT staff to coordinate second and third level technical support.
Candidate Info
6
years in
workforce
1
month
at this job
C
Information Security For The Enterprise
BBA
Accounting
MS
Mis
4

IT Help Desk Technician

Provided user, system and network support for a Wireless Networking Distribution Company with three locations throughout the United States totaling 50+ users. Supported over 20+ physical servers, 15+ virtual servers, 50+ desktops, Shoretel VoIP phones, and a terminal server environment. Was in charge of onboarding new employees, including setting up new Active Directory accounts and Exchange email addresses; creating user accounts within Shoretel and Everest sales software; configuring switch ports to assign vlans based on user's job function.

  • successfully migrated all warehouse shipping stations from Windows XP to Windows 7 while also updating UPS Worldship shipping software to greater increase warehouse production.
  • was able to virtualize many servers to cut energy and hardware costs. Also created a sandbox of virtual machines for developemental testing inside of a DMZ zone.
  • Helped implement a helpdesk ticketing system to better track open items and create a knowledge base to solve reoccurring issues with more efficiency.
  • Installed and configured Milestone NVR solution to monitor and record cameras at all offices on virtual servers.
Candidate Info
7
years in
workforce
4
years
at this job
5

IT Help Desk Technician

Responded to help desk tickets call-center requests and provided hands-on customer support and customer support via remote tools Remote Desktop Connection to 1000 users

  • Maintained Windows XP and Vista operating systems. Performed updates and troubleshot applications' errors
  • Prepared board rooms for internet connectivity, ensured operational projector, audio, etc.
  • Performed installation, troubleshooting, and repair, of PCs including internal parts and performed network administrative duties and fault isolation
  • Performed LAN Ethernet troubleshooting in response to customer complaints; implemented new network connects
  • Oversees systems and network hardware/software/firmware upgrades
  • Provided training and technical support for users with varying levels of IT knowledge
Candidate Info
7
years in
workforce
3
months
at this job
BS
Business Administration
MS
Management Information Systems
6

IT Help Desk Technician

Installed and maintained hardware and software utilized domestically and internationally

  • Provided troubleshooting assistance on site and to deployed personnel via telephone
  • Managed Blackberry department deploying and maintaining approximately 150 telephones
  • Wired buildings for computer network and telephone service, including the physical installation of secure routers and firewalls
  • Installed/maintained an IP office phone system in multiple sites
  • Created and maintained a Microsoft Access inventory database for hardware and software
  • Assisted with audio installation, gate security software, and network installation
Candidate Info
22
years in
workforce
6
years
at this job
BS
Criminology And Criminal Justice
7

IT Help Desk Technician

Answered Help Desk phones based on prescribed scrip in support of 35000 internal and external associates.

  • Used appropriate systems to perform on line data gathering, analysis and interpretation from business partners regarding network, hardware, operating systems, application software and other problems on all platforms.
  • Diagnosed and resolved software and hardware configuration problems during the initial call utilizing the appropriate technical support.
  • Appropriately identified the severity of an incident and logged all customer information into the Problem Management tracking system utilizing the correct categorization, prioritization, and group assignment.
  • Escalated problems to the Technical Specialist Level II's or above within the support structure.
  • Maintained and followed up of all unresolved incident tickets while paying particular attention to all SLA requirements.
  • Responsible for repairs and upgrades to software and hardware configurations utilizing software delivery and remote control tools.
Candidate Info
9
years in
workforce
2
years
at this job
8

IT Help Desk Technician

Processed Active Directory changes involving profile display corrections, account lockouts, password resets, enabling/disabling accounts, adding member groups, and adding / removing them from a Microsoft 2000 Exchange Server

  • Handled email setups, troubleshot and supported Active Directory profile issues, involving administrator rights for corrupted profiles, setting of permissions and the creation of user profiles
  • Learned the IT processes and systems used by the Department of Defense working within a complex IT infrastructure
  • Performed remote computer management and troubleshooting
  • Maintained Extensive knowledge of Microsoft Windows and Microsoft Office troubleshooting
  • Used Netmeeting, Tivoli, and other remote troubleshooting processes
Candidate Info
1
year in
workforce
1
year
at this job
C
Information Systems Security & Networking
9

IT Help Desk Technician

Answering inbound calls and responding to emails from all users from all branches on the company network concerning all PC issues and creating trouble tickets in Numara Track it.

  • First point of contact for all user computer issues for Miami corporate branch
  • Managed the help desk; resolved all primary issues and assigned tickets to all other technicians and any complex network issues to network administrators.
  • Supported hand-held computers for all sales personnel for all branches including initial set up of devices, minor repairs, reconfiguration, deployment, and troubleshooting issues for users in the field.
  • Password resets and unlocks via Active Directory.
Candidate Info
7
years in
workforce
11
months
at this job
AA
Chemical Engineering
BS
Chemical Engineering
10

IT Help Desk Technician

Assisted users with hardware and software. Identified, researched, and resolved technical problems. All work logged in JIRA work tracking system. Performed work in multiple buildings including offices, conference rooms, manufacturing clean rooms and out of state office. Hardware included desktops, laptops, cell phones, VOIP desk phones and projectors.

  • Setup new users' computers with software and settings. Imaged new computers then added required software.
  • Active Directory: Created, edited and disabled user profiles.
  • Installed and implemented Cisco Telepresence conferencing system utilizing multiple monitors, cameras and VOIP. Installed additional system at Chicago office.
  • In charge of deployment and management of over 300 cell phones in US, UK, and Asia. Main point of contact with Verizon and AT&T.
Candidate Info
2
years in
workforce
1
year
at this job
Electrical Engineering

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