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Sample resume for experienced IT help desk employee

Sample resume for experienced IT help desk employee

If you want to work on an IT help desk, your resume needs to best portray your unique experience in the technology field. For inspiration, view the sample resume below, and download the IT help desk resume template in Word. And if you need more help, get a free resume evaluation today from the experts at Monster's partner TopResume.

Additionally, you can search for IT help desk jobs on Monster.


IT Help Desk Resume Sample

Brianna Davis
Sometown, ME 55555 | LinkedIn URL | | (555) 555-5555

Technical Support Specialist | Helpdesk Technician

Dedicated helpdesk professional currently providing technical support in a 450+ user environment. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.


Technical Troubleshooting
End User Training
Virus Detection, Removal & Prevention
IT Infrastructure & Performance Tuning

System Upgrades & Optimization
Security, Backup & Recovery Solutions
Technical & User Documentation
Relationship Management

Technical Summary


Microsoft Certified System Engineer (MCSE), Microsoft Certified Professional (MCP)


Windows, Unix, Linux, Mac OS X, iOS, Android


LANs / WANs / SANs, TCP / IP, VoIP, DNS, HTTP, Wireless / VPN Architecture, Cisco Routers & Switches, Firewalls, Cisco IOS, Active Directory Domain Controllers


iPads, iMacs, tablets, desktops, laptops, printers, scanners, projectors


Zendesk, Microsoft Dynamics NAV, Norton / McAfee Antivirus, Symantec Backup Exec, Symantec Ghost Solution Suite, Norton Internet Security

Professional Experience

Abc Company, Sometown, ME  |  Desktop Support Specialist, 6/2014 to Present

Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.

  • Closed 95% of trouble tickets on the first call without escalation.
  • Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
  • Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
  • Set up secure WiFi, LAN and VoIP networks at remote locations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.

DEF Company, Sometown, ME  |  Helpdesk Representative, 12/2010 to 5/2014

Provided level 1 and 2 technical support for 150+ users. Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.

  • Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions.
  • Awarded “Star Employee” three times for delivering outstanding technical support and customer service.

Education & Training

ABC COLLEGE, Sometown, ME  |  Associate of Science in Computer Information Systems

Courses: Server Infrastructure | Windows Server 2016 Enterprise | Cloud Configuration | Network Architecture, Operations, Security and Troubleshooting

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