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It Help Desk Technician Resume Example

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JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Friendly Help Desk Technician with 3 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Skills
  • Microsoft Office 2013, 2016 & 2019
  • Google Chrome, Safari, Internet Explorer, & Microsoft Edge
  • Microsoft Windows Operating System 7, 8, 8.1, & 10
  • Printer Maintenance & troubleshooting
  • Installing and Troubleshooting Adobe Creative Cloud Suite
  • In Depth Hardware troubleshooting & maintenance for Desktops & laptops
  • Deploying and maintaining Windows Operating Systems
  • Active Directory
  • Adobe
  • Hardware
  • Hardware installation
  • Desktops
  • Edge
  • Hardware troubleshooting
  • Internet Explorer
  • Inventory
  • Laptops
  • Microsoft Office
  • Windows Operating Systems
  • Microsoft Windows
  • Operating System 7
  • Printer
  • Software
  • Installation
  • Troubleshoot
  • Troubleshooting
  • Workflow
  • Remote System Analysis
  • Support Ticket System Management
  • Software diagnosis
  • Desktop support
  • Mac systems
  • TCP/IP
  • Application support
  • Data recovery
  • Customer service
Work History
01/2018 to Current IT Help Desk Technician Gannett Co. Inc. | Nashville, TN,
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Tested new product offerings prior to release to assist development team in bug identification.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Configured hardware, devices and software to set up work stations for employees.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Performed tests of functionality, security and performance of different workstations and devices.
11/2017 to 11/2018 Part Time Clerical Turlock Engineering Dept | Turlock, CA,
  • Maintained 95% accuracy over 1 year while entering AMerican Health Association Certificate data into the AHA card website.
  • Boosted file efficiency and reduced storage space with proactive management of records and elimination of redundancy.
  • Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
  • Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Delivered clerical support by efficiently handling wide range of routine and special requirements.
01/2017 to 01/2018 IT Computer Lab Monitor Coastal Carolina Community College | City, STATE,
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Provided instruction to all lab users on proper use of all equipment.
  • Diagnosed hardware problems and fixed faults or contacted appropriate repair service.
  • Handled lab equipment, cleaned keyboards, monitors and disk drives.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Increased customer service success rates by quickly resolving issues.
  • Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
01/2014 to 01/2014 IT Tech Assistant Southwest Onslow High School | City, STATE,
Education
Expected in 2019 Associate | Applied Science, Computer Information Technology Networking Management Coastal Carolina Community College, Jacksonville, NC GPA:
  • Awarded a Network Management Certificate alongside the degree.
Expected in 2018 Associate | Applied Science, Computer Information Systems Coastal Carolina Community College, Jacksonville, NC GPA:
  • Awarded a Information Systems Certificate alongside the degree.
Certifications
Networking Management 2019 Information Systems 2018 Career Readiness Certificate-Level Silver 2014 Microsoft Office 2010 Specialist Certification 2013

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Resume Strength

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  • Personalization
  • Strong Summary
  • Target Job

Resume Overview

School Attended
  • Coastal Carolina Community College
  • Coastal Carolina Community College
Job Titles Held:
  • IT Help Desk Technician
  • Part Time Clerical
  • IT Computer Lab Monitor
  • IT Tech Assistant
Degrees
  • Associate
  • Associate

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