It is the responsibility of a Help Desk Engineer to provide technical assistance and support to customers with regards to their computer systems, hardware or software issues. The job description entails running diagnostic problems, isolating problems and implementing solutions. Other related duties are listed on the Help Desk Engineer Resume as follows – conducting an initial inquiry, managing simple hardware, software and network issues; resolving complex issues; maintaining a detailed record of services made and conducting regular system testing duties.
To carry out this viable IT role, job applicants are expected to depict and demonstrate the following aptitudes – strong knowledge and understanding to solve hardware and software issues; ability to identify exact issues and devise corrective solutions; and proficiency with ticket maintenance. Most of the resumes exhibit a bachelor’s degree in Computer Science or information systems.
Objective : Dedicated and hard-working student with critical thinking and problem-solving skills seeking an entry-level position in which can apply the strong foundations gained through years of experience to enhance current abilities.
Skills : Technical Support, Customer Service.
Description :
Monitored incoming tickets in the CommitCRM and ConnectWise ticketing systems.
Performed timely support for users based on a scheduling system in 30-minute increments, occasionally going to 15-minute increments during high call volume periods.
Handled low, medium, and high priority tickets.
Supported Windows XP, Windows 7, Windows 8, Windows 8.1, Windows 10, and Mac environments.
Placed phone calls for appointments and follow-up tickets.
Emailed and called clients regularly to ensure proper communication about their tickets.
Maintained regular positive feedback from clients regarding support given.
Experience
0-2 Years
Level
Entry Level
Education
Bachelor's
Sr. Help Desk Engineer Resume
Summary : Responding to customer queries and escalate issues to System Engineers or System Administrators; Updating Standard Operating Procedures documents to adapt to new system functionality or configuration changes.
Skills : Microsoft Office, Microsoft Project, Project Management.
Description :
Trained off-shore Google team, and monitor their test activities.
Performed Webservices testing.
Designed test cases for Google AdWords application includes proxy setting and i18N and Gmail features for different Browsers on Mac, Linux, and Windows.
Performed Exploratory /Adhoc, Functional and Acceptance (User & Basic), and regression testing.
Actively participated in project planning, daily stand-ups, reviews, retrospectives, sprint/release planning, demos, and other Scrum-related meetings.
Promoted QA productivity through automation, tools, and other best practices.
Performed Active Directory modification for user information and password resets.
Experience
10+ Years
Level
Senior
Education
BBA
Help Desk Engineer I Resume
Objective : Problem solver, who understands business principles, and is experienced across multiple IT platforms. Looking to advancecareer in the IT field and to expand knowledge and abilities. Professional, dedicated and loyal employee.
Worked on Help Desk tickets that come in via phone or email.
Deployed and re-provisioned the Mobile Phone system.
Generated ticket with Microsoft ticketing system.
Monitored and managed system alerts and notifications and respond appropriately through service tickets.
Wrote Change Request and SEV's through email notifications.
Monitored Stakeholders Cameras using Genetec and Security Desk.
Troubleshoot and document cameras with issues.
Experience
2-5 Years
Level
Junior
Education
Bachelor's
Help Desk Engineer II Resume
Headline : To apply technical expertise all throughout the full software life cycle to ensure production and delivery of products and services that meet client specifications. Along with a competent software developing team, and with strong personal knowledge, skills, and experience in software developing,
Provided Tier 2 support to users on a variety of technical issues.
Responded to request via email and telephone.
Researched issues to provide the best solution.
Took detailed notes on each issue I address so if escalation is needed the next technician will have as much information as possible.
Provided users with information that will help them prevent the problem from reoccurring.
Prioritized help requests so the most urgent issues are handled first.
Investigated client system security intrusions.
Experience
5-7 Years
Level
Executive
Education
Associate
Help Desk Engineer Resume
Summary : To obtain a Help Desk Engineer position and be a major contributor within your organization by using my strong troubleshooting skills, ability to find simple and cost effective solutions, customer service background, ability to work in a team environment or on own and using willingness to continue to learn.
Provided support for 100+ users in five different locations nationwide.
Troubleshoot network connectivity, iPads, PCs, switches, servers, firewall, IP phones, and mobile devices.
Responded to, escalated, and resolved all tickets.
Worked with the IT manager to ensure all tickets are resolved in a timely manner.
Created users in active directory, resets passwords, create distribution groups, and troubleshoots any active directory issues.
Managed the company's Mobile Device Management program.
Configured and supported mobile devices for remote users in different states.
Experience
7-10 Years
Level
Management
Education
Bachelor's
Asst. Help Desk Engineer Resume
Objective : Responsible for developing training materials such as exercises and visual displays, and also Assisting user on-boarding with new and old platforms, Installing of personal computers, software, and peripheral equipment
Skills : Management Skills, Organizing Skills, .
Description :
Coordinated all high-end custom requests with Help Desk Leader, Mfg.Engineering and Management during the approval process.
Researched solutions of manufacturability for customer's requests.
Maintained accurate information systems including standard product drawings and priority procedures lists.
Served as a resource to Engineering on new product development from custom requests.
Collaborated with editors and Rep.Offices on order write-up, pricing, and print requirements.
Maintained Help Desk Database index for product availability and limitations for all product lines.
Supplied information to Management as needed.
Experience
2-5 Years
Level
Junior
Education
Diploma
Help Desk Engineer Resume
Headline : Help Desk Engineer Positions that will allow utilize education and experience in Information Technology while contributing to the growth and development of employer.
Skills : Helpdesk, Remote Helpdesk, Exchange Server, Active Directory, Windows Server.
Description :
Responsible for implementing vendor Software and customized set up on-site and over the phone.
Interpreted evaluated and resolved where possible telephone inquiries pertaining to the functional operation of all installed and supported applications and hardware and software products.
Analyzed moderately complex inquiries and determines appropriate technical area or vendor to resolve problems.
Consulted with supervisor and technology staff when the appropriate course of action was unclear Follow up on specific inquiries or request to ensure client satisfaction.
Reported problems with procedures and recommends improvements.
Performed technical duties, interprets, evaluates, and resolves problems of complex technical nature.
Provided support for remote users.
Experience
5-7 Years
Level
Executive
Education
Communications
Help Desk Engineer Resume
Summary : Help Desk Engineer works closely with end-users to address, troubleshoot, and resolve issues that are experienced by end-users. To ensure the satisfaction of the customer, and work to resolve their issues as quickly as possible.
Responded to and diagnosed problems through discussion with end-users.
Ensured a timely process through which problems are controlled including problem recognition, research, isolation, resolution, and follow-up procedures.
Provided support to end-users on a variety of issues related to the product.
Worked closely with test engineers to identify, research, and resolve technical issues.
Documented, tracked, and monitored issues to ensure timely resolutions.
Utilized support services within and related to the product in order to restore service and/or resolve end-user issues.
Simulated or recreated issues to resolve user problems.
Experience
10+ Years
Level
Senior
Education
Communications
Help Desk Engineer/Consultant Resume
Summary : Seeking a Help Desk Engineer position in the IT field where can effectively utilize and contribute skills. Efforts to build high-quality solutions.
Skills : Microsoft Office, Customer Service, Customer Relationship Management, Billing.
Description :
Responded to phone calls and emails about computer issues and requests.
Resolved and/or escalated tickets assigned according to SLA Utilized remote support tools to assist users/clients using ConnectWise, N-Able, Dameware, and Go To Assist.
Created, edited, and/or deleted Active Directory user accounts.
Configured PC, Laptops, Servers, and VoIP phones for clients.
Installed and configured software for clients. Manages user email accounts.
Assisted users with configuring email on iOS and Android devices.
Traveled between client sites when needed for installs or repairs.
Experience
7-10 Years
Level
Consultant
Education
Bachelors
Help Desk Engineer Resume
Objective : To establish a long-term career in a company where I may utilize my Help Desk Engineer professional skills and knowledge to be an effective Associate Program Manager and inspiration to those around me.
Supported in fixing their VPN, MS Office Applications, Hardware, Software, Smartphone, Product issues.
Interacted with product, development teams to understand the functional specifications.
Performed Exploratory /Adhoc, Functional and Acceptance (User & Basic), and regression testing.
Actively participated in project planning, daily stand-ups, reviews, retrospectives, sprint/release planning, demos, and other Scrum-related meetings.
Worked with team to keep company files organized and updated.
Recommended system modifications to reduce user issues.
Kept antivirus, computers, and servers updated and secure.
Experience
0-2 Years
Level
Entry Level
Education
BBA In Computer
Help Desk Engineer Resume
Headline : The solution-oriented user supports professionals with nine years of experience providing hardware, software, and web-based technical support in military, government, and educational environments. Strong problem solving and leadership capabilities and a demonstrated ability to explain complex technical issues to non-technical users.
Skills : Communication, Research, and Planning, Human Relation, Leadership, Customer Relations, Work Survival, Innovation, Interpersonal Abilities, Mathematical.
Description :
Maintained TrackIt Technician ticketing system for ticket creation and management of approximately 150 ends IMLS clients request daily prioritizing assigned request levels.
Acknowledged client's request via e-mail, on-site, and/or ticketing system in a timely manner.
Generated and analyzed the Helpdesk Performance Metric reports to COTR monthly achieving an 80 - percent average consistently of the agency's Acceptable Quality Levels in response to meeting customers' needs.
Completed the task of imaging and PC rollout of Surface Pro 3 machines for agency staff within 1 month, improving user experience with new technology through effective communication and training.
Supported Network Administrator with database and system backups routinely; relabeling, replacing, and wiping tapes.
Inventoried IT equipment to users and individual locations.
Delegated to compute relocation and/or replacement of equipment in the Inventory Management database and Equipment Transition Form.
Experience
5-7 Years
Level
Executive
Education
Associate Of Science
Help Desk Engineer Resume
Objective : Help Desk Engineer is responsible for supporting the company's customers by providing technical assistance and troubleshooting.
Skills : Microsoft Office, Windows, Hardware Troubleshooting, Software Troubleshooting.
Description :
Expedited request or task which requires approval or other action to OCIO manager(s).
Deployed security software.
Configured client-side firewall policies.
Installed and configured workstations and upgrade.
Created and modified users in Active Directory and email accounts in Microsoft Exchange Server.
Recorded description of resolution when the request has been completed.
Confirmed with end-user the issue is indeed resolved before the ticket is closed.
Experience
2-5 Years
Level
Junior
Education
Communications
Help Desk Engineer Resume
Summary : Help Desk Engineer position leveraging vast knowledge and experience. Personal highlights: Dependable, reliable, hardworking, efficient team player with good communication skills. Experienced, knowledgeable, flexible individual, able, and willing to take the initiative. Quick logical mind, fast learner, never reluctant to help others or ask for help.
Skills : MS Office, Designing Skills, Help Desk.
Description :
Setup Windows domain user's account (approximately 8000 users and groups) and password setup and management (Active Directory 2000, 2003, 2008, 2012).
Trained users in the usage of installed software and hardware.
Printed and network equipment setup, management, support, and repair (Lenovo, DELL, HP, Brothers, Cisco routers, hubs and switches, wireless AP).
Tracked, assigned, followed, and resolved cases using in-house troubleshooting tickets system for hardware and software issues (based on JIRA system).
Timely response to Help Desk tickets submitted via Jira to ensure user request is prioritized and resolved in a timely manner appropriate to their severity.
Coordinated with other IT team members to resolve issues as quickly as possible based on the severity and priority of the request.
Escalated user request to appropriate IT, manager, as required.
Experience
10+ Years
Level
Senior
Education
BBA In Computer
Help Desk Engineer Resume
Objective : Help Desk Engineer Professional technical training has produced a Hands-on visionary with advanced technical expertise.Strong skill set in developing, analyzing, and implementing complex network environments.
Skills : CompTIA A+, CompTIA Network+, Microsoft MCP, Machinist, Welder, Forklift Operator, Press Operator, Medical Specialist.
Description :
Contracted by IT Coalition, Inc. and brought onboard to install, maintain and service LAN's, computers, and printers.
Experienced with operating systems, Windows 7, Windows XP, Windows NT, and Windows 2000.
Trained new employees and instrumental in getting employees up to speed on troubleshooting software, hardware, and how to use the VOIP, Avaya phone system.
Trained and instructional video session using a webcam for Q&A Open Forum on How to Perform Duties for Microsoft Office 2010 and the new ribbon and backstage view features.
Maintained the highest number of closed help desk requests with first call resolution.
Resolved Tier 1, 2, and 3 tech support working with Desktop and end-users incorporate and internet environments.
Managed incoming end-user Help Desk tickets, calls, and e-mails on a day-to-day basis.
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