Help Desk Technician Resume examples & templates
Copyable Help Desk Technician Resume examples
9:03 AM — Sam's barely had time to sip her coffee when the first ticket comes in: "Can't access the CRM system, help!" Three more tickets pop up on her dashboard while she's remoting into the sales manager's computer to discover it's (once again) a forgotten password issue. Between resolving printer jams, configuring new laptops, and walking the CFO through connecting to the VPN for the fifth time this month, Sam manages to document solutions for the knowledge base and mentor the new hire on troubleshooting network connectivity issues. This is life as a Help Desk Technician — equal parts technical problem-solver, translator of tech-speak, and digital first responder.
The field has evolved dramatically from the days of "have you tried turning it off and on again?" Today's help desk professionals navigate complex cloud infrastructures, support remote workforces, and often serve as the first line of defense against cybersecurity threats. According to CompTIA, 86% of IT professionals started their careers in technical support roles, making it a crucial gateway into the tech industry. As organizations continue adopting hybrid work models and implementing AI-assisted support tools, help desk technicians who can blend technical troubleshooting with strong communication skills will find themselves increasingly valuable in tomorrow's workplace.
Junior Help Desk Technician Resume Example
Tyler Martinez
San Diego, CA 92123 | (619) 555-0187 | tyler.martinez94@gmail.com | linkedin.com/in/tylermartinez94
Enthusiastic Help Desk Technician with 1+ year supporting end-users in fast-paced environments. Quick learner with excellent troubleshooting skills and customer service orientation. Computer Science graduate with CompTIA A+ certification and experience resolving hardware, software, and network issues for 200+ users.
EXPERIENCE
Help Desk Technician – TechSolve Inc., San Diego, CA (May 2023 – Present)
- Respond to 30+ daily tickets through ServiceNow, maintaining 92% first-call resolution rate
- Troubleshoot hardware and software issues for Windows 10/11 workstations and MacOS systems
- Set up workstations for new employees, including OS installation, software configuration, and network access
- Created simple how-to guides for common issues that reduced repeat tickets by 17%
- Assist with basic Active Directory tasks including password resets and user account management
IT Support Intern – Pacific Medical Group, San Diego, CA (Jan 2023 – Apr 2023)
- Provided first-level technical support to clinical and administrative staff across 3 locations
- Assisted senior technicians with printer maintenance and network troubleshooting
- Documented common technical issues in the knowledge base to improve team efficiency
- Helped migrate 75+ users from legacy email system to Microsoft 365
Customer Service Representative (Part-time) – Best Buy, San Diego, CA (Aug 2021 – Dec 2022)
- Helped customers with basic technical questions about products and services
- Coordinated with Geek Squad for customer device repairs and troubleshooting
- Maintained product knowledge across multiple technology categories
EDUCATION
Associate of Science in Computer Science
San Diego City College, San Diego, CA (Graduated December 2022)
Certifications
- CompTIA A+ (Certified February 2023)
- Microsoft 365 Fundamentals (MS-900) (Certified March 2023)
- Currently studying for CompTIA Network+ certification
TECHNICAL SKILLS
- Operating Systems: Windows 10/11, MacOS, basic Linux
- Hardware: PC component installation, peripheral setup, basic hardware troubleshooting
- Software: Microsoft Office 365, Google Workspace, Adobe Creative Cloud
- Ticketing Systems: ServiceNow, Freshdesk
- Networking: TCP/IP, DHCP, DNS, basic routing and switching
- Remote Support: TeamViewer, Microsoft Remote Desktop, Zoom
- Security: Password management, MFA implementation, basic security practices
- Programming: Basic HTML, CSS, and Python
SOFT SKILLS
- Clear communication with non-technical users
- Problem-solving and critical thinking
- Time management and prioritization
- Team collaboration
Mid-level Help Desk Technician Resume Example
Marcus Jenkins
Chicago, IL | (312) 555-8192 | mjenkins@emaildomain.com | linkedin.com/in/marcusjenkins
Detail-oriented Help Desk Technician with 5+ years of experience resolving complex technical issues and delivering exceptional customer support. Known for reducing ticket resolution times by 31% through process improvements and technical expertise. Skilled in troubleshooting hardware/software issues across Windows, macOS, and Linux environments with a knack for explaining technical concepts to non-technical users.
PROFESSIONAL EXPERIENCE
Senior Help Desk Technician | TechWave Solutions | Chicago, IL | January 2021 – Present
- Serve as escalation point for 7 junior technicians, providing guidance on complex troubleshooting scenarios and mentoring new team members
- Reduced average ticket resolution time from 3.7 hours to 2.5 hours by implementing a knowledge base system and training team on efficient ticket management
- Manage and maintain 215+ workstations and peripheral devices across 3 office locations
- Created 14 step-by-step documentation guides for common technical issues, resulting in 27% faster first-call resolution rates
- Collaborate with Network Admin team during major system upgrades and migrations, minimizing downtime by 43%
Help Desk Technician II | Meridian Healthcare Group | Chicago, IL | March 2019 – December 2020
- Provided tier 1 and 2 technical support for 400+ users across 5 medical facilities, maintaining a 97% satisfaction rating
- Diagnosed and resolved software/hardware issues for Windows and macOS systems, printers, VoIP phones, and medical equipment interfaces
- Implemented automated software deployment tools that cut installation time by 78% across the organization
- Assisted with onboarding 30+ new employees quarterly, configuring workstations and providing basic system training
IT Support Specialist | TechStart Solutions | Oak Park, IL | June 2018 – February 2019
- Responded to ~35 daily support tickets through phone, email, and chat channels
- Troubleshot network connectivity issues, printer malfunctions, and basic software problems for small business clients
- Set up and configured new workstations, including OS installation and software deployment
EDUCATION & CERTIFICATIONS
Associate of Applied Science, Computer Information Systems
Harper College, Palatine, IL – 2018
Certifications:
- CompTIA A+ (2018, renewed 2021)
- Microsoft Certified: Modern Desktop Administrator Associate (2020)
- ITIL Foundation v4 (2021)
- CompTIA Network+ (2022)
TECHNICAL SKILLS
- Operating Systems: Windows 7/10/11, macOS, Linux (Ubuntu, CentOS)
- Active Directory & Group Policy management
- Remote support tools (TeamViewer, LogMeIn, Remote Desktop)
- Ticketing systems (ServiceNow, Zendesk, Jira Service Desk)
- Hardware troubleshooting & component replacement
- Network diagnostics & basic configuration
- Virtualization platforms (VMware, Hyper-V)
- Microsoft 365 administration & troubleshooting
- Basic scripting (PowerShell, Bash)
- VoIP phone systems & configuration
Senior / Experienced Help Desk Technician Resume Example
Marcus Reeves
Denver, CO 80219 • (303) 555-4218 • marcusreeves@email.com • linkedin.com/in/marcusreeves
Dedicated IT support professional with 9+ years helping users resolve technical issues across diverse environments. Known for quickly diagnosing complex problems while maintaining exceptional customer service. Skilled at documenting solutions and training staff on new systems. Track record of reducing ticket resolution times and implementing process improvements that stuck.
PROFESSIONAL EXPERIENCE
Senior Help Desk Technician | Crestview Healthcare Systems | Denver, CO | May 2020 – Present
- Lead a team of 5 technicians supporting 1,200+ users across 4 hospital locations, maintaining 97.8% first-call resolution rate
- Developed standardized troubleshooting workflows for common EHR issues, cutting average resolution time from 42 to 17 minutes
- Spearheaded migration from legacy ticketing system to ServiceNow, creating custom workflows that reduced ticket handling steps by 31%
- Coordinate with network team on critical infrastructure projects while maintaining 24/7 help desk coverage during upgrades
- Introduced monthly knowledge-sharing sessions for tier 1 support staff, reducing escalations by 22% in six months
Help Desk Specialist | Techsource Solutions | Boulder, CO | Aug 2017 – Apr 2020
- Provided remote and on-site technical support for 14 client companies (750+ endpoints) in various industries
- Managed Active Directory user accounts, group policies, and access permissions across multiple client environments
- Troubleshot connectivity issues with VPNs, wireless networks, and VoIP systems with 93% same-day resolution
- Created 40+ how-to guides for common user issues that reduced repeat tickets by 28%
- Managed and maintained inventory of 300+ hardware assets using ServiceDesk Plus
Technical Support Representative | Nexus Communications | Fort Collins, CO | Jun 2015 – Jul 2017
- Handled 35-45 daily support calls for internet service customers, maintaining 4.8/5 customer satisfaction rating
- Diagnosed and resolved connectivity issues, email configuration problems, and basic network troubleshooting
- Collaborated with field technicians to coordinate on-site visits when remote resolution wasn’t possible
- Got promoted twice in 18 months due to consistent performance and technical aptitude
EDUCATION & CERTIFICATIONS
Bachelor of Science in Information Technology
Colorado State University, Fort Collins, CO | 2015
Certifications:
- CompTIA A+ (2015, renewed 2021)
- CompTIA Network+ (2016, renewed 2022)
- Microsoft 365 Certified: Modern Desktop Administrator Associate (2019)
- ITIL Foundation v4 (2020)
- ServiceNow Certified System Administrator (2021)
TECHNICAL SKILLS
- Ticketing Systems: ServiceNow, Zendesk, ServiceDesk Plus, Jira Service Desk
- Operating Systems: Windows 7/10/11, macOS, iOS, Android, basic Linux
- Network: TCP/IP, DNS, DHCP, VPN, wireless, basic firewall configuration
- Hardware: Desktop/laptop troubleshooting, printer setup, peripheral devices
- Software: Microsoft 365 suite, Active Directory, Group Policy, MDM solutions
- Security: MFA implementation, password policies, security awareness training
- Communication: Remote support tools, documentation, knowledge base creation
ADDITIONAL INFORMATION
Volunteer IT Support, Denver Food Bank (2018-Present)
Member, Help Desk Institute (HDI) – Colorado Chapter
Languages: English (native), Spanish (conversational)
How to Write a Help Desk Technician Resume
Introduction
Your resume is basically your ticket to the interview room for Help Desk positions. In an industry where hundreds of applications flood hiring managers' inboxes for a single opening, a strong resume isn't just helpful—it's essential. I've reviewed thousands of
IT support resumes over my career, and the difference between those that get calls and those that don't often comes down to a few critical elements. Let's break down exactly what you need to stand out in the competitive help desk job market.
Resume Structure and Format
Keep your resume clean and scannable—just like a well-organized ticket system. Most hiring managers spend about 7.4 seconds on initial resume scans (yep, that little time).
- Length: 1 page for juniors, 2 pages max for experienced techs
- Font: Stick with readable classics like Calibri, Arial, or Verdana (10-12pt)
- Margins: 0.5" to 1" all around
- File format: Save as PDF (maintains formatting across systems)
- Sections: Contact info, summary, skills, experience, education, certifications
For technical roles like help desk, a chronological or hybrid format works best. The hybrid format lets you highlight specialized technical skills while showcasing your work history.
Profile/Summary Section
Think of this as your elevator pitch. In 3-5 lines, summarize who you are professionally.
Don't just list what you want—focus on what you bring to the table. Hiring managers care about what you can do for them, not what they can do for you.
Example: "Customer-focused Help Desk Technician with 3+ years resolving 30+ daily tickets across Windows and Mac environments. CompTIA A+ certified with expertise in Active Directory and remote troubleshooting. Maintained 93% first-call resolution rate while handling tier 1 and 2 support issues."
Professional Experience
This is where most help desk resumes fall flat. Don't just list job duties—show impact! Each bullet should follow this formula when possible: Action + Context + Result.
- Weak: "Provided technical support to users"
- Strong: "Resolved 500+ monthly support tickets for a 200-employee organization, reducing average resolution time from 4.3 hours to 2.1 hours"
For each position, include 4-6 bullets that emphasize:
- Volume (tickets handled, users supported)
- Efficiency metrics (resolution times, satisfaction scores)
- Systems/software you've supported
- Special projects beyond day-to-day duties
- Process improvements you implemented
Education and Certifications
In IT support, certifications often carry more weight than degrees. List them prominently, including expiration dates for current certs. Common valuable certifications include:
- CompTIA (A+, Network+, Security+)
- Microsoft certifications (MTA, MCSA)
- ITIL Foundation
- HDI certifications
For education, include degree, institution, and graduation year. If you're still working on a degree, list your expected completion date.
Keywords and ATS Tips
Most companies use ATS software to filter applications before human eyes see them. To get past this first hurdle:
- Match keywords from the job description (but don't keyword stuff)
- Include technical skills in a separate "Technical Skills" section
- List software by name (ServiceNow, JIRA, Zendesk, etc.)
- Use standard job titles (Help Desk Technician vs. "Computer Problem Solver")
Industry-specific Terms
Sprinkle these throughout your resume to signal you know the field:
- Ticketing systems (specific ones you've used)
- Remote desktop tools
- Active Directory
- SLAs/OLAs
- ITIL framework
- Escalation procedures
- Knowledge base maintenance
Common Mistakes to Avoid
After reviewing countless help desk resumes, these errors show up again and again:
- Focusing on responsibilities instead of achievements
- Forgetting to list specific technologies/systems
- Typos and grammar errors (fatal in a role that requires attention to detail!)
- Generic objectives like "Seeking a challenging position..."
- Missing contact info or using unprofessional email addresses
Before/After Example
Before: "Answered phones and helped users with computer problems."
After: "Provided tier 1 and 2 technical support across a mixed Windows/Mac environment, maintaining 97% customer satisfaction while reducing average ticket resolution time by 18% through improved knowledge base contributions."
Remember, your resume should prove you can solve problems efficiently—just like you'll do on the job. Good luck with your help desk job search!
Related Resume Examples
Soft skills for your Help Desk Technician resume
- Clear technical communication – able to translate complex issues into understandable terms for non-technical staff
- Conflict management during high-pressure situations (particularly when users are frustrated with system issues)
- Active listening skills to identify the real problems behind vague user descriptions
- Time management while juggling multiple support tickets with varying priority levels
- Patience and empathy when dealing with repeat callers or technologically challenged users
- Stress resilience during system outages or when faced with tight resolution deadlines
Hard skills for your Help Desk Technician resume
- CompTIA A+ & Network+ Certifications
- Windows OS Troubleshooting (7/10/11)
- Active Directory User Management
- ServiceNow Ticket Management
- Remote Desktop Support Tools (TeamViewer, LogMeIn)
- Basic Network Configuration & Diagnostics
- Hardware Installation & Maintenance
- VMware Virtual Desktop Infrastructure (VDI)
- ITIL v4 Fundamentals