Help Desk Support Resume Example

Do you love IT products? Are you a natural trouble-shooter and communicator – someone who can easily explain complicated technical features to computer end-users who don’t know a firewall from a flash drive? If so, you might want to consider sending out applications and resumes for help desk support jobs.

According to the Bureau of Labor Statistics’ Occupational Outlook Handbook, the need for talented computer support specialists is expected to increase by 11% by 2026 – faster than the average rate of growth for most jobs. The 2017 median pay for these jobs was $52,810 a year (approximately $25.39 per hour).

Help desk support is one of those career fields where you don’t necessarily need a bachelor’s degree. Many employers will hire candidates with associate’s degrees, especially if they have proven customer-service skills, attentive listening skills, strong speaking and writing talents, and the ability to trouble-shoot simple and complex computer issues.

Here is an example of a resume designed for a help desk support role. The resume includes a summary of qualifications section. When creating your resume for computer support jobs, you should also consider including a technical skills section that lists the computer software and hardware you have knowledge of.

STACY PATTERSON
408 S. Enola Drive, Enola, PA 17025 · (709) 732-1234
spatter@email.net

SUMMARY OF QUALIFICATIONS

Experienced and knowledgeable information technology professional seeking to contribute training and acquired skills within a help desk support role. Well-versed in SAP and Windows Active Directory.

Works well independently or in a group setting, providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support. Easily identifies and resolves technical issues and concerns. Excellent communication and presentation capabilities.

EDUCATION & TRAINING

KnowledgeSoft, Inc., Mechanicsburg, PA​
Courses in Intranetware 4.11 Administration and 4.1a Advanced Administration

Shippensburg University of Pennsylvania, Shippensburg, PA,
John L. Grove College of Business
B.S. in Information Technology

Harrisburg Area Community College, Harrisburg, PA
A.A. (Honors)

East Pennsboro Area High School, Enola, PA

TECHNICAL SKILLS

Platforms: Windows 7/10, Mac OS X, Android

Software: MS Office Suite 2013+ (Word, Excel, PowerPoint, Access, Outlook), Office 365SAP, Adobe, McAfee, Norton Utilities, Intranetware 4.11, SAP SE

Hardware: TCP/IP, DHCP, and DNS protocols, LAN/WAN, routers, Ethernet, SAN, VPN

PROFESSIONAL EXPERIENCE

Pennsylvania Office of Inspector General, Harrisburg, PA (01/2017 – Present)
Help Desk Technician

Provide computer help desk support via telephone communications with end-users. Perform diagnostics and troubleshooting of system issues, document help desk tickets/resolutions, and maintain equipment inventory lists.

• Authored organization’s first-ever manual of Help Desk standard operating procedures (SOPs).
• Implemented continuous improvement process enhancements that reduced trouble ticket response time by 45%.
• Consistently met ambitious customer satisfaction targets.

Tri-County Association for the Blind, Harrisburg, PA (11/2015 - 1/2017)​
Production Associate

Performed various administrative duties such as mass-mailings to support fundraising efforts for the blind and other organizations for the disabled.

• Compiled literature, prepared mailing labels and envelopes, and disbursed via postal service.
• Accounted for and verified IBM equipment parts, assembled office supplies, and ensured proper packaging.

Pennsylvania Commission on Crime and Delinquency, Harrisburg, PA (09/2013– 11/2015)
Information Technology Technician

Provided computer help desk support and technical training on hardware/software to end-users.

• Documented help desk tickets/resolutions as well as providing overall assistance in daily administration of a SAP Community Network (SCN).
• Performed set-up, breakdown, and transport of agency equipment on an as-needed basis.

As you draft your resume for computer support technician roles, try to incorporate as many industry-specific keywords into your document as possible. Many employers currently use automated applicant tracking systems to rank the resumes they receive. If your resume lacks the keywords these systems are programmed to identify, it may never reach the eye of a human hiring manager.

Your best guide to which keywords you should use are the texts of the job descriptions to which you are applying. Look for the terms they use in their “Minimum Qualifications” and “Preferred Qualifications” sections. Also have a look at these common tech support skills that employers typically seek in their job candidates.

As soon as you hear back from an employer that they’d be interested in meeting you, it’s time to rehearse for your interview so that you’ll make as big of an impression in person as you did on your resume. Here are some help desk interview questions to review as you prepare.