IT Helpdesk Resume Example

Common Responsibilities Listed on IT Helpdesk Resumes:

  • Respond to and resolve IT support tickets submitted by end-users
  • Install, configure, and troubleshoot hardware and software for end-users
  • Provide technical support for desktops, laptops, printers, and mobile devices
  • Manage user accounts and permissions in Active Directory
  • Monitor and maintain network infrastructure, including switches, routers, and firewalls
  • Perform regular backups and disaster recovery procedures
  • Conduct security audits and implement security measures to protect against cyber threats
  • Collaborate with other IT teams to resolve complex technical issues
  • Train end-users on new software and hardware systems
  • Document IT processes and procedures for future reference and training purposes


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IT Helpdesk Resume Example:

IT Helpdesks play a critical role in providing technical support and maintenance of systems, networks, and applications. Companies count on IT Helpdesks to ensure smooth operations and customer satisfaction, so listing tangible results in terms of time saved, uptime, efficiency, and client satisfaction is a must. IT Helpdesks should showcase their ability to troubleshoot, maintain and repair hardware and software, install and configure applications/software, and provide users with technical support and training. Additionally, they should demonstrate the ability to research, integrate, develop, and launch technical solutions and initiatives.
Ava Rodriguez
(233) 320-4073
IT Helpdesk
Dedicated IT Helpdesk professional with 3+ years of experience in managing and resolving user issues. Successfully implemented security protocols and integrated a cloud-based system to streamline operations and improve customer service. Exceeded expectations during end-user onboarding and reduced total system downtime by 40%, resulting in a 95% customer satisfaction rating.
IT Helpdesk
6/2022 – Present
TechHive Inc.
  • Implemented security protocols, monitored and maintained company systems, and resolved user issues before escalations with an average response time of 6 minutes
  • Evaluated and introduced new IT solutions, including hardware and software, to increase employee productivity by 30%
  • Developed and trained end-users on company-specific applications and software that decreased help desk tickets over 45%
IT Technician
6/2020 – 6/2022
IT Support Pros
  • Reduced total system downtime by 40% through successful diagnostic and preventive maintenance on systems, networks, and applications
  • Researched and successfully integrated a cloud-based system to streamline operations and improve customer service
  • Flawlessly maintained and updated inventory of IT resources, troubleshooting any issues and providing solutions in a swift and effective manner
Technical Support Representative
1/2020 – 6/2020
TechWise Solutions
  • Constructed and launched video tutorials and user guides to help end-users on how to use the system with improved accuracy and efficiency
  • Assisted in the installation and configuration of various software and hardware, ensuring minimal error and zero downtime
  • Consistently exceeded expectations for end-user onboarding, providing them with technical support and training and leading to a 95% customer satisfaction rating
  • Network troubleshooting and diagnostics
  • System/Server administration
  • Data/System security protocols
  • End-user support & training
  • Remote IT Infrastructure management
  • System integration and configuration
  • Cloud computing and storage
  • Installation of hardware and software
  • Antivirus, anti-malware and malware removal
  • Network monitoring and performance optimization
  • User account administration & management
  • Network and system scripting
  • Documentation and user guides creation
  • Scripting & Automation technologies
  • Incident handling & resolution
  • Helpdesk ticketing software
  • IT asset inventory management
  • Video conferencing & remote access tools
  • VoIPand telecommunication techniques
  • Change & Problem Management principles
Bachelor of Science in Computer Science
2016 - 2020
Drexel University of Technology
Philadelphia, PA
  • Information Technology
  • Computer Science

Top Skills & Keywords for IT Helpdesk Resumes:

Hard Skills

  • Troubleshooting and Problem Solving
  • Technical Support and Customer Service
  • Network Administration and Maintenance
  • Operating System Installation and Configuration
  • Hardware and Software Installation and Configuration
  • Remote Desktop Support
  • Active Directory Management
  • Firewall and Security Management
  • Backup and Disaster Recovery
  • Cloud Computing and Virtualization
  • Mobile Device Management
  • ITIL Framework and Service Management

Soft Skills

  • Communication and Interpersonal Skills
  • Problem Solving and Troubleshooting
  • Time Management and Prioritization
  • Attention to Detail and Accuracy
  • Patience and Empathy
  • Adaptability and Flexibility
  • Customer Service and Support
  • Technical Aptitude and Knowledge
  • Teamwork and Collaboration
  • Active Listening and Feedback Incorporation
  • Analytical and Critical Thinking
  • Stress Management and Resilience

Resume Action Verbs for IT Helpdesks:

  • Troubleshooted
  • Resolved
  • Analyzed
  • Documented
  • Communicated
  • Collaborated
  • Diagnosed
  • Escalated
  • Configured
  • Tested
  • Trained
  • Implemented
  • Prioritized
  • Investigated
  • Repaired
  • Coordinated
  • Facilitated
  • Monitored

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Resume FAQs for IT Helpdesks:

How long should I make my IT Helpdesk resume?

The ideal length for an IT Helpdesk resume typically depends on the individual's experience and career stage. However, as a general rule, your resume should be no more than one to two pages long. For entry-level or early-career IT Helpdesk professionals, one page is usually sufficient. Experienced IT Helpdesk professionals with extensive accomplishments and a longer work history may require two pages, but it's essential to ensure that every piece of information is relevant and valuable. When determining what to include on your resume, prioritize the most relevant and recent experience, skills, and achievements. Focus on the accomplishments that demonstrate your expertise in IT Helpdesk and your ability to drive results. Use concise language and bullet points to describe your experience and achievements, and avoid long paragraphs or unnecessary details. Customizing your resume for each job application, focusing on the skills and experiences most relevant to the specific IT Helpdesk role you're applying for, will help you present a targeted and impactful resume, while also ensuring you stay within the one to two-page limit.

What is the best way to format a IT Helpdesk resume?

The best way to format an IT Helpdesk resume is to create a clear, concise, and visually appealing document that effectively showcases your technical skills, experience, and achievements. Here are some tips and recommendations for formatting an IT Helpdesk resume: Consistent formatting: Ensure consistency in formatting throughout your resume, including font size, typeface, and spacing. Using a consistent format helps make your resume easy to read and navigate, making it more likely that hiring managers will review your entire document. Clear section headings: Clearly label each section of your resume (e.g., "Summary," "Experience," "Skills," "Certifications") with bold or underlined headings. This helps guide the reader's eye and makes it easier for them to find the information they're looking for. Use bullet points: Use bullet points to present your technical experience and achievements in a concise and easy-to-read format. This helps break up large blocks of text and enables hiring managers to quickly scan your resume for relevant information. Highlight technical skills: IT Helpdesk roles require a strong technical skillset, so be sure to highlight your technical skills prominently in your resume. Consider creating a separate section for your technical skills and certifications. Include relevant experience: When describing your work experience, focus on relevant IT Helpdesk experience and achievements. Be sure to highlight any experience with specific software, hardware, or systems that are relevant to the role you're applying for. Reverse chronological order: Present your work experience in reverse chronological order, starting with your most recent position and working backward. This format is preferred by most hiring managers, as it allows them to easily review your career progression and most recent accomplishments. Overall, the key to formatting an effective IT Helpdesk resume is to focus on clarity, consistency, and relevance. By presenting your technical skills and experience in a clear and concise format, you can increase your chances of landing an interview and ultimately securing the job.

Which keywords are important to highlight in a IT Helpdesk resume?

When crafting your resume, it's essential to include relevant keywords and action verbs that showcase your skills, experience, and accomplishments in the IT Helpdesk domain. This will help your resume stand out to recruiters and hiring managers. Here are some keywords and action verbs you should consider incorporating into your resume: Keywords: 1. Technical Support 2. Troubleshooting 3. Helpdesk Ticketing System (e.g., Zendesk, ServiceNow, JIRA) 4. Remote Support 5. Hardware/Software Installation 6. Network Administration 7. Operating Systems (e.g., Windows, macOS, Linux) 8. ITIL (Information Technology Infrastructure Library) 9. VPN (Virtual Private Network) 10. Active Directory 11. Customer Service 12. Incident Management 13. Problem Resolution 14. SLA (Service Level Agreement) 15. Desktop Support

How should I write my resume if I have no experience as a IT Helpdesk?

Writing a resume with little to no experience in IT Helpdesk can be challenging, but it's not impossible. By focusing on your transferable skills, relevant coursework or certifications, and demonstrating your passion for IT Helpdesk, you can create a resume that stands out to hiring managers and recruiters. Here are some tips to help you craft an effective resume: Emphasize transferable skills: Even if you don't have direct IT Helpdesk experience, you likely have transferable skills that are valuable in the field. These can include customer service, problem-solving, communication, attention to detail, and technical aptitude. Make sure to highlight these skills throughout your resume. Showcase relevant coursework or certifications: If you've completed any relevant coursework or certifications, such as CompTIA A+ or Network+, make sure to include them on your resume. This demonstrates your commitment to the field and your willingness to learn and grow in your career. Highlight any relevant experience: If you have any experience in a related field, such as customer service or technical support, make sure to include it on your resume. Explain your role in these experiences and the skills you developed that are relevant to IT Helpdesk. Demonstrate your passion for IT Helpdesk: Include a brief statement about why you are interested in IT Helpdesk and what motivates you to pursue a career in this field. This can help hiring managers understand your enthusiasm for the work and your commitment to the role. Overall, focus on highlighting your transferable skills, relevant coursework or certifications, and any relevant experience or projects you have worked on. By demonstrating your passion for IT Helpdesk and your willingness to learn and grow in the field, you can create a resume that stands out to potential employers.

Compare Your IT Helpdesk Resume to a Job Description:

See how your IT Helpdesk resume compares to the job description of the role you're applying for.

Our new Resume to Job Description Comparison tool will analyze and score your resume based on how well it aligns with the position. Here's how you can use the comparison tool to improve your IT Helpdesk resume, and increase your chances of landing the interview:

  • Identify opportunities to further tailor your resume to the IT Helpdesk job
  • Improve your keyword usage to align your experience and skills with the position
  • Uncover and address potential gaps in your resume that may be important to the hiring manager

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