IT Help Desk Support Resume Samples

Description :

1. Provided technical support for software and hardware issues, ensuring timely resolution for users.
2. Diagnosed and troubleshot peripheral devices, including printers and scanners, enhancing operational efficiency.
3. Conducted security compliance checks on PCs, ensuring all devices met the latest security standards.
4. Managed the deployment of Windows 10 across 300+ desktops, streamlining the upgrade process.
5. Utilized SCCM for user profile management, ensuring seamless transitions during system updates.
6. Installed and configured software applications, both manually and via SCCM, to meet user needs.
7. Developed a comprehensive knowledge base for common issues, improving team response times.

Experience

2-5 Years

Level

Junior

Education

BS

Description :

1. Provided comprehensive help desk support, addressing user inquiries and troubleshooting hardware/software issues.
2. Prioritized and managed incoming requests via phone, email, and in-person, ensuring timely resolution.
3. Configured and installed Windows and Mac OS workstations to meet network requirements.
4. Utilized knowledge bases and FAQs to assist users with software updates and troubleshooting.
5. Installed and maintained network cabling and local area network equipment for optimal performance.
6. Conducted user training on operating systems and applications to enhance user proficiency.
7. Demonstrated exceptional customer service by actively listening and providing timely follow-ups.

Experience

7-10 Years

Level

Senior

Education

College

Description :

1. Provided comprehensive IT support for users, ensuring high-quality customer service and issue resolution.
2. Utilized Active Directory for user account management, including password resets and account creation.
3. Supported software deployment and hardware troubleshooting, ensuring smooth operations during system upgrades.
4. Configured and maintained peripheral devices, creating service tickets for unresolved issues.
5. Analyzed and implemented technological solutions to improve system performance and user experience.
6. Assisted users with the installation and configuration of desktop and laptop systems, adhering to company standards.
7. Collaborated with infrastructure teams to resolve technical issues and enhance system reliability.

Experience

5-7 Years

Level

Executive

Education

Associates

Description :

1. Resolved customer queries via email, phone, and chat within established turnaround times.
2. Took ownership of the resolution process for all customer-related issues, ensuring timely follow-up.
3. Identified issues outside the help desk environment and escalated to appropriate support teams.
4. Documented all support inquiries using HP Service Manager, Outlook, and PHI Tracking Tool.
5. Maintained current knowledge of product enhancements and quickly adapted to changes.
6. Complied with security and support policies to protect sensitive information.
7. Troubleshot and repaired critical PC and MAC systems, peripherals, and mobile devices.

Experience

2-5 Years

Level

Junior

Education

BA

Description :

1. Created and escalated incidents and service requests using ITIL principles in the ticketing system.
2. Provided support and troubleshooting for Office 365 migration for users on various devices.
3. Initiated critical incident processes for IT infrastructure and service outages.
4. Supported users across the US, Canada, Mexico, and offshore locations.
5. Handled incoming calls from healthcare providers, ensuring professional service.
6. Documented each call and provided resolutions within 24 hours, enhancing service quality.
7. Escalated calls as per guidelines and collaborated with teams for effective communication.

Experience

2-5 Years

Level

Junior

Education

College

Description :

1. Led the transition of the service desk in-house, supporting 500 users with effective troubleshooting and problem resolution.
2. Installed, configured, and repaired desktops and laptops, ensuring minimal downtime during upgrades and maintenance.
3. Utilized remote support tools to assist users with hardware and software issues, enhancing service delivery.
4. Documented incidents and created training materials, improving knowledge sharing and operational efficiency.
5. Collaborated with technical teams to expedite issue resolution, ensuring timely support for end users.
6. Provided support for mobile devices, including email setup and troubleshooting for iPhones.
7. Managed inventory of IT equipment, ensuring accurate documentation and timely distribution of resources.

Experience

5-7 Years

Level

Executive

Education

Bachelor Of Engineering

Description :

1. Delivered tier one support for hardware and software issues for over 25,000 users across 16 states.
2. Troubleshot and resolved hardware, OS, and application issues efficiently.
3. Addressed connectivity issues, printer setups, and new PC installations promptly.
4. Served as the primary contact for user support calls, ensuring accurate logging and allocation.
5. Provided first-line technical support, achieving time-of-call resolutions when possible.
6. Offered ad-hoc support for all computer systems, troubleshooting and resolving issues.
7. Monitored system performance and capacity planning to meet changing demands effectively.

Experience

2-5 Years

Level

Junior

Education

College

Description :

1. Managed user account unlocks and password resets, providing effective troubleshooting for end users.
2. Maintained user accounts via Active Directory, ensuring accurate access and security protocols.
3. Utilized remote tools to diagnose and resolve issues on laptops and desktops, guiding users through self-diagnosis.
4. Deployed software applications remotely using SCCM, enhancing user productivity with timely updates.
5. Ensured user accounts were current by navigating various systems and mainframes.
6. Handled an average of 33 calls daily, documenting each incident through the ServiceNow ticketing system.
7. Monitored and resolved internal and external help desk tickets, ensuring timely support delivery.

Experience

2-5 Years

Level

Junior

Education

College

Description :

1. Provided IT help desk support, addressing software, hardware, and network issues for end-users.
2. Utilized administrative rights for software installation, recovery, and remote access.
3. Managed escalated tickets, ensuring timely communication with users and support teams.
4. Created and managed user accounts in Active Directory and Microsoft Exchange.
5. Configured and installed hardware and software, diagnosing and resolving related issues.
6. Troubleshot VoIP technologies, ensuring reliable communication systems.
7. Delivered technical support to employees, enhancing productivity across the organization.

Experience

10+ Years

Level

Management

Education

College

Description :

1. Delivered exceptional technical support via phone, email, and remote access, ensuring timely issue resolution.
2. Diagnosed and resolved a wide range of IT issues, including software, hardware, and network problems.
3. Managed Windows and antivirus updates for secure computing environments.
4. Authored comprehensive help desk documentation to assist users in troubleshooting common issues.
5. Configured and deployed new workstations and peripherals for incoming employees.
6. Administered print servers, ensuring optimal printer performance and driver updates.
7. Prioritized and tracked help desk tickets, maintaining accurate records for reporting and analysis.

Experience

7-10 Years

Level

Senior

Education

Certification