Do you love IT products? If you’re a techie who’s also a natural trouble-shooter and communicator, you might want to consider a career in tech support.
According to the Bureau of Labor Statistics’ Occupational Outlook Handbook, the need for talented computer support specialists is expected to increase by 9% by 2030. The 2020 median pay for these jobs was $55,510 a year (approximately $26.69 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 degrees, especially if they have proven customer-service skills, attentive listening skills, strong speaking and writing talents, and the ability to troubleshoot simple and complex computer issues.
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 know.
Help Desk Support Resume Example
408 S. Enola Drive
Enola, PA 17025
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.
Pennsylvania Office of Inspector General, Harrisburg, PA (01/2020 – 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 (11/2018 - 1/2020)
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 (09/2016– 11/2018)
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 provided overall assistance in daily administration of an SAP Community Network (SCN).
- Performed set-up, breakdown, and transport of agency equipment on an as-needed basis.
EDUCATION & TRAINING
Shippensburg University of Pennsylvania, Shippensburg, PA
B.S. in Information Technology
KnowledgeSoft, Inc., Mechanicsburg, PA
Courses in Intranetware 4.11 Administration and 4.1a Advanced Administration
- 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
Tips for Writing a Help Desk Support Resume
To impress the hiring manager and boost your chances of landing the job, do the following:
Use the Right Keywords
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.
Match Your Qualifications to the Job
To choose the best keywords, review the job description for the position you’re targeting and match your qualifications to their requirements. 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.
Practice Answering Help Desk Interview Questions
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.