Help Desk Resume Examples, Job Description, and Skills

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What You Should Focus on for a Help Desk Resume

The average IT help desk technician needs great technical skills and the ability to troubleshoot problems with computer hardware and software – but featuring these skills is only part of building the perfect help desk resume. In this article, you will learn what you should focus on and some tips to help you create your resume.

Because digital and technical skills are in high demand, it is easier to find an IT help desk role with little to no experience than it might be in other fields. Nonetheless, a great resume will help you be competitive when applying for the very best technical support jobs. Focus on skills that concern information technology and your service desk experiences when writing your resume.

The Basic Structure of a Help Desk Resume

Despite being newer, IT is a fairly traditional industry in many senses and this means that the perfect resume is one that is simple, clean-cut, and easy to read. As such, you should use traditional, simple resume formats to make your resume applicant tracking system (ATS)-friendly. This basic structure will create an effective help desk resume for you:

Contact information

The header of any resume should contain the same information; your full name, phone number, email address, and your LinkedIn profile link (if applicable). The purpose of this section is to provide recruiters with the information they need to contact you. 

Resume summary or objective

Whether your resume includes a resume summary or resume objective statement will depend on your level of work experience. A resume summary highlights all the skills and qualifications that make you the best candidate for the job. A resume objective statement also features a statement of your career goals and can work for job seekers with less experience. 

Skills

Your help desk resume skills section should be a summary of the technical skills, hard skills, and soft skills that make you the best candidate for the job. Some examples of skills commonly listed on a help desk resume include:

• Troubleshooting
• Knowledge of operating systems
• Customer service skills
• Desktop support
• LAN/WAN troubleshooting
• Problem-solving
• Interpersonal skills
• TCP/IP
• Cisco
• Active directory 

These are just some of the skills that you might list in your skills section. Take the time to read through the job description, pick out skills that are mentioned, and mirror the language that they use. 

Work history

Your work history should be presented in reverse chronological order no matter which resume format you use. Provide up to 10 years of work history on your help desk resume, provide specific job titles, and list your key achievements in each role. For example, you could highlight times when you resolved particularly complex technical issues.

Education

Your education section will likely be of minimal importance once you have a good amount of work experience, but formal academic achievements like an associate’s degree or a bachelor’s degree that proves your computer skills are useful to list here. 

Presenting your skills, experience, and education in this order creates a resume with a functional format, which suits job seekers who lack work experience. But, if you have many years of experience, you should consider a reverse chronological resume format in which the work history section is placed before the skills section. ResumeHelp has a range of resume templates in both formats that you can access via the resume builder.

Six Key Do’s and Don’ts for a Help Desk Resume

DO

• Give specific examples

Don’t be vague when discussing your achievements! If you increased system efficiency by 15% or reduced escalations from end-users by 9%, say so rather than using vague language like “improved efficiency” or “lowered escalations”. 

• Discuss hardware specialties

If you are better at working with certain kinds of hardware or have certified or specialist skills, let hiring managers know. This will help you stand out.

• Proofread more than once

One typo can undermine all your hard work, so take time to proofread well or ask a family member or friend to help you.

DON’T

• Be passive when discussing your achievements

Use active language when discussing your previous work or achievements. Phrases like “Was responsible for X” are fairly weak while saying “Created a ticketing system” or “Developed an analytical process” shows that you take ownership of your work. When you combine this with specific figures you can really wow a recruiter!

• Overcomplicate your format

While it can be tempting to include flashy design elements, this is not necessary for a traditional field like IT. For example, the average help desk specialist will not need to use graphic design skills, so there’s no need to showcase it on your resume. Furthermore, a resume layout that goes overboard on graphic elements can read poorly in applicant tracking systems (ATS) that hiring managers often use to scan resumes.

• Focus on your training, certifications and practical experience

While formal education can be useful for certain senior positions, IT is one of those fields where on-the-job experiences and skills learned through specialized training outweigh theoretical knowledge.