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Click here to directly go to the complete desktop support resume sample.

How to write a desktop support resume?

One desktop support job receives over 1,000 job applications. Is your resume good enough to outshine them all?

If it isn't, it's time to focus on your resume to take that coveted job home.

Domain expertise won't fetch you your dream job if your IT desktop support resume skills fail to reflect on your resume.

Before we begin, take a look at the below-mentioned desktop support resume sample to observe what an ideal desktop support engineer resume should look like.

To get a shortlist today, your desktop technician resume needs to reflect the professionalism that you carry in your bones. Only then will you come close to getting shortlisted for the job of your dreams.

Here’s a summary of our IT Desktop Support Resume 2023 Blog:

  • Write the resume summary only if you have more than 3 years of experience in the IT industry.
  • Create two different sections for your key skills & technical skills.
  • Add a project section to showcase your technical expertise in the IT industry.
  • Use the correct resume format for maximum impact on the Desktop Support recruiter.
  • Add certificates such as Cisco Certified Network Associate, Microsoft Certified Professional, etc. That's not all.

We have illustrated 10+ IT desktop support resume samples in this guide to help you visually comprehend the guidelines and DOs and DONTs that we have given in this blog.

This is aimed at helping you learn from practical examples, making this blog a fun learning experience for you.

By the end of this blog, you will be able to singlehandedly compose a shortlist-worthy desktop support technician resume and you will learn:

  • What is a IT desktop support resume & why do you need it?
  • What are the key sections of desktop support resume?
  • How to effectively write the desktop support resume header?
  • How to present your personal information in the desktop support resume?
  • How to write the professional experience section in the desktop support resume?
  • What a desktop engineer resume summary is written?
  • How to identify and write the key skills in the desktop engineer resume?

. . . All so you can get the job that you want!

In the meanwhile, you can use Hiration's Online Resume Builder to write a masterpiece of a computer support technician resume, help desk analyst resume or the best IT resume for a hassle-free resume writing experience.

Our Online Resume Builder comes with a customized and pre-designed IT desktop support resume template that you can easily modify to suit your needs & preference and create the best IT resume.

All you have to do is put your details in this IT desktop support resume template. That's all!

Moving on, here's a list of what you will learn in this blog:

Desktop Support Salary

Desktop support salary

The average salary of a desktop support technician as quoted by various websites is mentioned below:

  • Glassdoor : $48,185/year
  • Payscale : $19.83/hour

Desktop Support Roles & Responsibilities

It is important to scan through the job description of your desktop support job, doing so will ensure that you are well aware of the required skill set and responsibilities that come with the job.

Following are a few roles & responsibilities that an IT desktop support professional need to fulfill:

  • Perform the installation of devices such as PCs, telephone systems, wireless networks, printers, and scanners
  • Provides advice and guidance to colleagues regarding incidents
  • Ensure the maintenance of the installed devices and guide the team regarding incidents
  • Resolving technical issues with respect to software applications or network systems
  • Prepare reports for senior leadership and maintain client databases
  • Documentation of technical issues and utilizing call logging system

What is a Desktop Support Resume & why do you need it?

A desktop support technician resume is a piece of document that carries important information about you such as your educational background, desktop support resume skills, and your professional trajectory.

Your resume talks about your last job profile and highlights the story of your professional life.

Simply putting down the above-listed information in your tech support resume is not enough. Information needs to be customized according to the needs of the ATS.

Since most companies today have started using the Applicant Tracking System (ATS) to shortlist candidates, you don't stand a winning chance at getting shortlisted if your desktop support technician resume is not ATS-compliant.

In other words, you need to write an ATS-compliant IT desktop support resume.

Read on to learn how an ATS-compliant resume is composed.

While you're at it, get your existing tech support resume professionally reviewed by Hiration’s AI-powered Resume Review Service to get a quick analysis of your resume within minutes!

Desktop Resume Sample

  • Administered hardware & software support for 1000+ devices and a varied user base of 5000+ users
  • Facilitated hardware support including support, maintenance, troubleshooting and repair of PCs & peripherals
  • Provided detailed descriptions of issues in trouble ticket system & followed up to ensure swift resolutions
  • Solved departmental technical emergencies to minimize data loss by 95% , meet deadlines & support user needs
  • Partnered with Tier 2 & Tier 3 help desk peers based in US & China to resolve complex issues that needed escalation
  • Designed PC images based on hardware and departmental security needs on a weekly basis
  • Planned, procured, configured , and implemented upgrades on Dell & Lenovo workstations, laptops & servers
  • Created & managed hardware inventory for laptops, desktops, servers & printers for 5+ office locations & 10+ job sites
  • Received outstanding ratings on performance reviews each year for customer service & technical problem solving
  • Supported 500+ user stations in a Windows 10 environment for 10+ clients on a monthly basis
  • Resolved trouble tickets 50% faster than other desktop support technicians & replaced hardware for 500+ devices
  • Identified a recurrent software issue & fixed malware problems that saved 20,000 hours of productivity time per year
  • Top 5 percentile of the class
  • CompTIA A+ Certification | Computing Technology Industry Association (CompTIA) | Jan '14 - Feb '14
  • Languages: Spanish, English, French, and Portuguese

Desktop Support Resume Format

There are types of resume format:

  • Reverse-chronological format
  • Functional resume format
  • Hybrid/Combination resume format

The desktop support resume format that you pick should be one that addresses your needs. It needs to be ATS-compliant and should be one that best projects your professional expertise and desktop support resume skills.

It should be ATS compatible and recruiter-friendly too.

From the above-listed resume formats, two of them satisfies this need. We have listed them below:

  • Reverse-Chronological Format
  • Hybrid/Combination Resume Format

The Reverse-Chronological Resume Format is a resume format that follows the reverse timeline order for structuring resumes.

The Hybrid/Combination Resume Format follows the reverse-timeline order and gives equal weight to your skills.

If you are a mid-level or senior-level professional with years of work experience to your name, you can use both the reverse-chronological and hybrid/combination resume format.

If you are an entry-level professional or someone who has switched jobs too many times in a year, the hybrid/combination resume format is the ideal resume format for you.

Since the reverse chronological resume format gives weight to the timeline of your work experience, it is not ideal for frequent job switchers as it exposes career gaps. Similarly, it is not ideal for entry-level professionals because you don't have much work experience to talk about in your desktop support technician resume.

IT Desktop Support Resume Sections

Organize your desktop support resume into the following sections:

  • Personal Information
  • Profile Title
  • Summary/Objective
  • Professional Experience
  • Certifications (if any)
  • Additional Information (if any)

To learn more about resume sections, read Hiration's 2023 Guide to sections in a resume .

Additionally, you can also use Hiration’s Online Resume Builder to stand a high chance of getting shortlisted for the job of your dreams.

It comes with a pre-designed desktop resume template that you can personalize to suit your specific qualifications and work history.

Read on and learn what each section should look like with 10+ technical support resume samples that we have mentioned in this guide.

How to write a Desktop Support Resume

Writing an impeccable tech support resume demands that you follow the stages we have mentioned below:

  • Stage 1: Master Desktop Support Resume
  • Stage 2: First Draft of Desktop Support Resume
  • Stage 2: Final Draft of Desktop Support Resume

Master Desktop Support Resume

Composing your master desktop support resume is the first stage of resume-writing.

In this stage, you have to compile all your information and store it in one place. Doing this helps in information-accessibility which helps you in two ways:

Resume writing in the present : Since you have readily available information, all you have to do now is pick relevant information from your master resume and organize this information to suit the needs of your current target profile.

Resume update in the future : Information accessibility means that you won't have to rely on memory alone when the need to update your tech support resume arises in the future. This helps facilitate a swift resume update.

First Draft of Desktop Support Resume

As part of the second stage of resume writing, you need to compose the below-mentioned sections:

  • Awards & Recognition (if any)

Final Draft of Desktop Support Resume

The third and final stage of writing your tech support resume demands that you compose the below-listed sections at the end:

A help desk technician resume objective/summary is to be written at the end. Since it's a closing statement or overview of your resume, it is best to compose it after concluding the rest of your tech support resume.

Right before you compose your desktop support resume objective/summary, compose the key skills section. Doing this after composing the other sections helps you effectively endorse your desktop support resume skills as it becomes that much easier to identify them.

Desktop Support Resume: Header

Your resume header is a crucial element of your technical support resume.

It's the first thing that a recruiter should see when evaluating your resume and it should communicate who the resume belongs to in one glance.

This is why it is best practice to write your real full name as your resume header.

Here's what you can do to perfect it:

  • Write it at the extreme top of your technical support resume.
  • Increase its visibility by using the largest font size of 16-20 points .
  • If you have a middle name, write your first name, followed by the first initial of your middle name in capital letters, followed by your last name.
  • Example: Maria Henry Deville should be written as "Maria H. Deville" in your tech support resume.

To get a better understanding of resume headers, read Hiration’s 2023 Guide To Writing The Perfect Resume Header .

Here's a desktop support resume sample illustrating the ideal resume header for your resume.

Head Section in Desktop Support Resume

This is a snapshot of a tech support resume that we have made with Hiration’s Online Resume Builder . You can use our builder to edit the template of desktop support resume samples or use it to create your own help desk support resume.

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Desktop Support Resume: Personal Information

The personal information section of your tech support resume should reflect important contact-centric information such as:

  • Updated mobile number
  • Professional email ID
  • Current Location

LinkedIn URL

Updated mobile number.

If a recruiter likes your IT desktop support resume, shortlist you, he/she will use the mobile number you have provided to get in touch with you.

This is why you should be extremely careful and enter the digits correctly.

Here are some rules that you should follow to compose this section:

  • Use your country’s ISD code as a prefix before your phone number
  • Put a plus sign (+) before the ISD code
  • Eg: +1 37648 21511

Professional E-mail Address

As the official mode of communication for professional exchange, a recruiter or hiring manager will use your email ID to get in touch.

The preliminary interaction almost always happens over email, so make sure that your tech support resume correctly illustrates your email ID.

Hiration Pro Tip : Avoid using flimsy nicknames while drafting your email address in your resume. Make sure that your email ID is professionally written.

Current Location of Residence

The location of your tech support resume refers to the current city and state of your residence.

Here are some things that you should know to compose this with perfection:

  • Do not mention irrelevant location details such as your house number, street number, and your locality name in your tech support resume.
  • Use the city/state code format for showcasing your location in your tech support resume.
  • Eg: If you're from Los Angeles, California; this should be written as "Los Angeles, CA" in your resume.
  • If you're applying for jobs abroad, use the city/country code format to illustrate your location. Eg: Los Angeles, US.

Adding a LinkedIn URL to your personal information section will act to your advantage since it gives you the space to showcase your achievements, projects, and networking skills along with a glimpse of your personality.

You can also add the link to your GitHub or Personal website in this section.

Desktop Support Resume Sample for Personal Information

For a better explanation of this section, read Hiration's 2023 Guide to composing your contact information .

To learn what an ideal personal information section should ideally look like, take a look at the IT support resume sample below:

Personal Information Section in Desktop Support Resume

This is a snapshot of a tech support resume that we have built using Hiration’s Online Resume Builder .

It comes with a pre-designed & pre-filled desktop support resume template that you can easily modify to suit your needs & preference.

Moreover, this pre-designed desktop support resume template has pre-arranged font size, spacing, design and you also have the option of changing your template as we have 25+ design templates that you can choose from.


Desktop Support Resume: Profile Title

Profile titles are important elements of tech support resumes. It communicates the following information to the recruiter.

  • Your current designation.
  • Your functional industry.
  • Your seniority level.

Give your profile a professional touch by considering the following points:

  • Write your profile title in the second-largest text size.
  • This should ideally be in the font range of 14-16 points .

Here's an IT support resume sample showcasing the ideal profile title:

Profile Title Section in Desktop Support Resume

In the meanwhile, get your hands on our highly unique AI-powered Resume Review Service to get an in-depth and constructive analysis of your techsupport resume within minutes of uploading it on our tool.

Keep an eye out on the bottom-left corner of this page!

Desktop Support Resume: Professional Experience

The professional experience section of your help desk technician resume is one of the most important sections.

It consists of career-specific information such as where you have worked, how long you have worked, and in what capacity you worked, etc.

  • Frame points
  • Use the STAR format
  • Use Grouping & Highlighting

Framing Points

There are two types of people when it comes to writing tech support resumes.

Type 1 : Paragraph users Type 2 : Point users

Here are two desktop support resume examples.

Your job here is to quickly evaluate it.

"As part of my job description as a desktop support manager at XYZ, I was responsible for handling trouble ticket system. I was part of the core team that single-handedly identified issues in this system to arrive at meaning resolutions of the same. At times I ended up collaborating with Tier 2 & 3 help desk peers who were based in China to resolve complex issues that needed escalation. Facilitating support, maintenance, troubleshooting, and repair of PCs and peripherals was also part of my core job as a support specialist. Other roles included catering to an active user base of over 10,000 users around the world. I helped them with both hardware & software support".

  • Identified issues in trouble ticket system to ensure swift resolutions
  • Minimized data loss by 98% by solving departmental technical emergencies
  • Catered to a user base of 10,000+ users with hardware & software support
  • Facilitated support, maintenance, troubleshooting and repair of PCs & peripherals
  • Collaborated with Tier 2 & Tier 3 help desk peers to resolve complex issues that needed escalation

Framing Points: Analysis

An impactful technical support resume is one that is reader-friendly and highly comprehensible.

If the professional experience section is not readable, your technical support resume would have a very slim chance of getting evaluated.

This means that even though you might be highly proficient, your resume has a high chance of getting overlooked.

The likelihood of your resume getting overlooked is high when you use paragraphs.

On the contrary, when you use one-liner points as demonstrated in example 2, your desktop support technician resume becomes more readable and comprehensible.

It is properly spaced out and information is presented using crisp one-liner points which makes it easy to read & comprehend.

It also uses action verbs such as 'facilitated', 'catered', and 'communicated' which gives your desktop support technician resume a more assertive and professional tone.

STAR Format

Now that you know the importance of good readability and the role played by one-liner points in all this, the next step is to optimize each one-liner point.

This can be done using the STAR format.

STAR stands for the following:

  • Situation : The situation/backdrop/context of your contributions.
  • Task : The actual task that was assigned to you.
  • Action : The strategy you used to execute the assigned task.
  • Result : The result/outcome of your action in the form of an achievement figure.

The STAR format makes each one-liner point more relevant as it helps you showcase the extent of your professional capabilities with the help of performance figures.

Using numbers shows exactly how your contributions helped in the growth of the organization.

Thus, you should use the STAR format to structure each one-liner point.


Grouping & Highlighting

Now the next step is to organize each one-liner point in such a way that its visibility increases.

You can do this by using grouping & highlighting.

Here are two desktop support resume examples to demonstrate this:

  • Assisted 50+ weekly customers with troubleshooting
  • Facilitated hardware & software support to 500+ customers every month
  • Designed 10+ PC images every week based on departmental security needs
  • Received outstanding ratings on performance reviews for technical problem solving
  • Configured & implemented upgrades on Dell & Lenovo workstations, laptops & servers
  • Managed hardware inventory for laptops, desktops, servers & printers with 100% efficiency

Technical Support, Troubleshooting & User Assistance

Security Upgrades & Inventory Management

Key Achievements

Grouping & Highlighting: Analysis

The above desktop support examples show that while using points is a good way of endorsing your roles & responsibilities in your support specialist resume, it is not enough to enhance its effectiveness.

Example 1 uses points while example 2 uses grouping & highlighting.

Grouping is the practice of organizing similar one-liner points under unique subheadings. Doing this helps a recruiter identify your key roles & responsibilities in one go.

Highlighting is the practice of highlighting important words by marking them in bold. Doing this helps the recruiter identify your key achievements in each one-liner point in one go.

Grouping & Highlighting is a powerful tool in your hands because it helps enhance the visibility of your resume. Enhanced visibility further helps in enhancing the effectiveness of your resume.

Desktop Support Resume Sample for Professional Experience

Most technical support resumes fall short because they lack structure & organization: something you don't have to worry about when you use the STAR format to structure each one-liner point and optimize them using grouping & highlighting.

Here's a desktop support resume sample showcasing the ideal professional experience section:

 Professional Experience Section in Desktop Support Resume

To learn more about this section and what you can do to perfect it, read Hiration's Blog on how to compose the work experience in your resume .

Desktop Support Resume: Education

The education section of your resume should ideally communicate the following points:

  • Name of the school/university you have attended.
  • Name of the courses you have pursued.
  • The location of your school/university.
  • Enrolment and graduation dates in month & year format .

The education section is one of the most important must-have sections of your resume. Make sure that you incorporate it into your technical support resume.

Get a grip over this section and learn the intricacies of this section by reading Hiration's 2023 Guide on how to list education on your resume .

Here's a desktop support resume sample showcasing the ideal education section for your technical support resume:

Education Section in Desktop Support Resume

Desktop Support Resume: Certifications

Now comes the additional sections of your desktop support technician resume.

While this section is not a pre-requisitive, don't make the mistake of leaving this information out if you have done relevant certifications.

Relevant certification can bolster your shortlist chances tremendously. So if you have them, make a separate 'certifications' section and list down the following information in it:

  • Certification course name.
  • Name of the institute of affiliation.
  • Location of the institute of affiliation.
  • Enrollment and completion date of the course in month & year format.

Arrange these points in the below format:

{Name of certification} | {Affiliating Institution} | {Location} | {Date} (month & year format)

For a more detailed explanation, read Hiration's 2023 Guide on listing certifications on a resume to get a better understanding of this section.

Here's a technical support resume sample demonstrating the ideal certifications section for your desktop support technician resume:

Certifications Section in Desktop Support Resume

This is a snapshot of a desktop support technician resume that we have composed using Hiration's Online Resume Builder .

Use our Online Resume Builder to say goodbye to the hair-splitting task of individually adjusting the spacing, font size, and template.

Your only task is to fill your details in our professionally designed desktop support specialist resume template to make a shortlist-ready desktop support technician resume.

We have curated a list of certifications for your Desktop Support resume that might help you in staying up-to-date with the industry trends:

  • Jetking Certified Hardware and Networking Engineer
  • Cisco Certified Network Associate
  • Microsoft Certified Professional
  • Microsoft Certified Solutions Expert
  • Information Technology Infrastructure Library

Desktop Support Resume: Additional Information

Now comes the additional information section. This is where you should put down any miscellaneous information that does not fit anywhere else.

For example, hobbies & languages are things that you can write in this section.

That being said, you should only use this section if you think it can positively impact your job application in any way.

If it fails to do this, there's no point in having this section in your IT support technician resume as it will unnecessarily take up space.

The technical support resume sample that we have attached below illustrates a perfectly-composed additional information section for your IT support technician resume.

Additional Information Section in Desktop Support Resume

Desktop Support Resume Key Sections

Desktop support resume: key skills.

It is in the key skills section that you get the opportunity to endorse your desktop support resume skills without coming across as a showoff.

This is why the 'key skills' section is important.

Here's what you can do to compose this section with perfection:

Compose it after concluding the professional experience section : The main points for this section comes from the professional experience section. Your job is to identify your top desktop support specialist resume skills and replicate them in this section.

Pick the desktop support resume keywords from your target job & incorporate them in this section : Your target desktop support job will have a list of desktop support resume keywords. These keywords are those skills that a hiring body looks for in the ideal candidate. Identify these keywords & replicate them in this section. Don't blatantly cut-copy-paste. Use only those keywords that you're skilled in.

For more details on this section, read Hiration's 2023 Guide on what skills to put on a resume .

Here's an IT support resume sample illustrating the perfect key skills section:

Skills Section in Desktop Support Resume

This is a snapshot of an IT support technician resume that we have built using Hiration's Online Resume Builder .

Use our Resume Builder to compose a key skills section as stunning as this.

It is imperative to create a different subsection titled "Technical Skills", it allows the recruiter to better understand your technical expertise.

Desktop Support Resume Summary

Think of your resume summary as a concluding statement of your IT support technician resume and make it worth their while.

Your job here is to communicate your skills & proficiency in such a way that it proves that you are the right fit for the given job.

Here’s a list of what you can do to write an effective resume summary:

  • Write a resume summary only if you have a minimum work experience of 3 years. If you don't, write a desktop support resume objective.
  • Write your summary at the end after concluding all other sections. This helps you identify your career highlights which helps you paint a vibrant summary.
  • Keep your summary length limited to 3-5 lines and don't exceed this limit.

For a more detailed explanation of resume summaries, read Hiration's 2023 Resume Summary Guide .

Attached below is a technical support resume sample showcasing the ideal resume summary for your technical support engineer resume:

Summary Section in Desktop Support Resume

Desktop Support Resume Objective

You should write a desktop support resume objective if:

  • You have no work experience.
  • You have less than 3 years.

On deeper levels, a desktop support resume objective is the same as a resume summary. The goal of both is to get you shortlisted.

The only problem here is that you don't have much work experience to talk about.

So instead, focus on the skills that make you unique in this section. Instead of talking about what you're looking for in the organization you wish to work with, talk about the value you can deliver in your next organization.

Show how the desktop support resume skills can benefit the organization.

If you're able to do this, you're already on the path to success.

Read Hiration's 2023 Guide on Resume Objectives to learn how you can write an effective desktop support resume objective.

In the meanwhile, make resume-writing an effortless affair with Hiration's Online Resume Builder to write impeccable shortlist-worthy technical support resumes.

Resume Review Service

Get your resume reviewed with Hiration's unique AI-powered Resume Review Service.

With us, your technical support engineer resume will be evaluated in compliance with the below-mentioned parameters:

  • Compliance with industry norms
  • Content Relevance
  • Recruiter Friendliness
  • Design Compatibility
  • Conversion Scope
  • ATS Compliance
  • Global Compatibility
  • Performance Assessment
  • Resume Formatting (font, margins, the order of sections, etc.)

And here's the best part:

You will get 2 resume templates for free!

Online Resume Builder for Desktop Support Resume

Resume writing does not have to be so hard.

Give yourself the much-needed help with Hiration's Online Resume Builder .

Here is a list of the resources that come with our Online Resume Builder:

  • Option to save unlimited resumes
  • 25+ resume designs
  • Full rich-text editor
  • Unlimited PDF downloads
  • 100+ resume templates
  • 1-click design change
  • A sharable link
  • Live resume editor

With 25+ design templates and 100+ profile-specific resume examples , our resume builder is built to give you the ultimate resume writing experience.

Key Takeaways

  • Use the reverse-chronological order if you're a mid-level or senior-level professional and a hybrid/combination resume format if you're a frequent job switcher or an entry-level professional or if you have gaps in your resume.
  • You should always write your real full name as the resume header of your technical support engineer resume.
  • Your resume header should ideally be in the font size of 16-20 points and your profile title should be in the font size of 14-16 points .
  • Do not mention unnecessary information in the personal information section of your resume. Brief documentation of your mobile number, email ID & location is more than enough.
  • Use the city/state code format to illustrate your location for job applications in your country of residence and use the city/country code format to illustrate your location if you are looking for job opportunities in other countries.
  • Don't use paragraphs to showcase your roles & responsibilities. Instead, use one-liner points and use the STAR format and grouping & highlighting to make these points more visible and impactful.
  • Begin each one-liner point with a power verb.
  • Only write a help desk technician resume objective if you have less than 3 years of work experience.

This brings us to the end of this blog.

Follow the guidelines we have outlined in this blog to write an impeccable computer support technician resume or help desk analyst resume.

The technical support resume samples that we have attached in this blog have done a fantastic job of illustrating what each section should look like. Go back and evaluate it to know what it should look like.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

desktop support resume sample doc

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desktop support resume sample doc

IT Desktop Support Resume Sample

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Work Experience

  • Experience troubleshooting over the phone
  • Strong attention to detail with troubleshooting and project management skills
  • Advanced knowledge of Active Directory Users & Computers
  • Advanced knowledge of Windows XP/7, Microsoft Office 2010, 2013, anti-virus software and working with printer issues
  • Troubleshoot and resolve PC & Laptop issues relating to hardware, software, security, and network
  • Past work experience in a high-paced customer focused service setting and an ability to self-prioritize tasks
  • Supervises activities related to the operation and staffing of the IT service desk including, but not limited to
  • Assists in the installation and configuration of appropriate hardware, systems, and applications for users. Ensures new users are equipped with the appropriate technical devices and support
  • Installs, supports, and maintains PC applications in a Windows based Active Directory environment. Software includes Operating Systems, MS Office, Remote Access Technologies, System Management tools and various business unit software titles
  • Assists in developing long-term strategies and capacity planning for meeting future desktop hardware needs
  • Assess functional needs to determine system purchase specifications
  • Keeps up to date on emerging technologies and recommends changes as appropriate
  • Experience in the following
  • Develop performance measurement framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills
  • Monitoring the ticketing system to ensure issues are being addressed in a timely manner
  • Installation and/or troubleshoot equipment (Desktops, laptops and printers)
  • Collaborate with manager to ensure new staff have proper equipment
  • Resolves problems identified via Help Desk Trouble Tickets; troubleshoots and provides support to all end users as needed
  • Maintains and provides technical support to the company’s computer systems, including, but not limited to: software programs, hardware devices, operating systems, mobile devices, printers, and phone configurations
  • Ensures desktop computers, laptops, tablets, and mobile devices interconnect seamlessly with diverse systems
  • Enforces Network Security and Appropriate Use Policies
  • Ensures secure operation of all hardware devices and services through the use of security and encryption tools, and through extensive staff training and documentation
  • Provides 2nd & 3rd level support in performing analyses, testing, and updates of hardware systems. Diagnoses and solves recurring hardware and software faults to ensure the most efficient computer systems and devices for users
  • Collaborates with staff and IT management to ensure that current suite of programs are meeting the needs of employees
  • Writes technical specifications for purchase of PCs, desktop hardware, and related products

Professional Skills

  • Excellent documentation skills and ability to communicate effectively with technical and non-technical audiences
  • Strong problem solving skills; Ability to deal with problems involving a few concrete variables in non-standardized situations
  • Prior experience with Helpdesk experience and ticketing systems management in a customer service environment
  • Good communications and analytical skills; demonstrated working knowledge of computer systems and integrated software application programs
  • Strong interpersonal skills and the ability to work/learn as part of a team in a challenging and fast paced environment
  • Highly motivated to solve problems; proven troubleshooting skills and ability to analyze problems by type and severity
  • Excellent customer service in face-to-face, telephone or electronic interaction with clients, good language and communications skills

How to write IT Desktop Support Resume

IT Desktop Support role is responsible for customer, interpersonal, troubleshooting, analytical, communications, software, reporting, technical, hardware, wireless. To write great resume for it desktop support job, your resume must include:

  • Your contact information
  • Work experience
  • Skill listing

Contact Information For IT Desktop Support Resume

The section contact information is important in your it desktop support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Telephone number

Work Experience in Your IT Desktop Support Resume

The section work experience is an essential part of your it desktop support resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous it desktop support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it desktop support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative IT Desktop Support resume experience can include:

  • Strong interpersonal skills and the ability to work/learn as part of a team
  • Strong interpersonal skills, deeply customer focused, and team focused
  • Have excellent spoken and written communication skills in English
  • Looking for a mix between customer service experience and a strong technical resource
  • Experience providing desktop support with Microsoft Office within a network environment including strong Windows 7/10, Outlook, Office 2010/2016 and Linux
  • Posses relevant computer skills, with an understanding of current PC operating systems and basic network concepts

Education on an IT Desktop Support Resume

Make sure to make education a priority on your it desktop support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it desktop support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in IT Desktop Support Resume

When listing skills on your it desktop support resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical it desktop support skills:

  • Aptitude for providing positive customer service and good communication skills
  • Strong leadership and customer support skills, able to analyze & solve complex issues
  • Excellent communication (i.e. written and verbal), interpersonal and analytical skills
  • Possess strong interpersonal and organization skills
  • Relavent experience in desktop support and/or helpdesk experience or equivalent of education/work experience
  • Excellent customer service skills with the ability to communicate clearly and concisely with all levels of staff

List of Typical Experience For an IT Desktop Support Resume

Experience for it desktop support technician resume.

  • Apply ITIL framework and troubleshooting techniques in order to effectively assess, diagnose, resolve and or escalate incidents and problems
  • Demonstrate support and administration experience in at least three of the following areas
  • Strong knowledge and experience with help ticketing systems such as Jira Service Desk
  • Prior IT or desktop support experience
  • 2) Empeccable customer service skills and follow through. Understands practice and process and offer solutions to resolve the issue
  • Looking for 2 to 5 years of experience
  • Being responsible for the effective acquisition, installation, maintenance, and use of desktop technology

Experience For IT Desktop Support Administrator Resume

  • In a desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem solving, outstanding customer support
  • Experience installing, maintaining and supporting Microsoft Office and O365 applications
  • Supervisory experience leading or managing technical support technicians in an IT Service Desk environment
  • Provide training and guidance of contract support prior-to and during peak season
  • Demonstrated ability of recording keeping and documentation
  • Experience creating and managing user accounts in Windows Active Directory and Microsoft Exchange
  • IT experience. (Setting up/imaging computers .Intermediate software knowledge Altiris & Symantec.)
  • Experience working in a service desk environment supporting 500+ customer-base across multi-site organization

Experience For IT Desktop Support Associate Resume

  • Strong knowledge of ticketing systems such as JIRA, ServiceNow, Remedy
  • Experience migrating from a Microsoft Windows 7 to Windows 10 platform
  • Be a contributing member of a Technical Team Skill-set
  • Experienced in supporting PDA’s (Blackberry, Droid, iPhone and iPad)
  • Skilled troubleshooter with superior analytical, evaluative, and problem-solving abilities

Experience For Supervisor, IT Desktop Support Resume

  • Work experience in the following
  • Establishes acceptable SLA’s on ticket prioritization and completion
  • Experience with remote control support tools
  • Server and desktop hardware configuration and build experience, familiarity with both hardware of software RAID
  • Strong communication both verbal and nonverbal is critical
  • Tier II Desktop/Helpdesk troubleshooting experience
  • IT internship or 1-2 years of desktop support experience

Experience For IT Desktop Support Technical Analyst Resume

  • Desktop support experience in medium to large corporate environment
  • Relevant experience in customer service
  • Experience in IT related fields
  • Deploying desktop computers and peripherals as well as recording and tracking assets during deployment
  • Maintaining operation of desktop infrastructure, ensuring maintenance and supportability
  • Monitoring computer processing systems

Experience For IT Desktop Support Intern Resume

  • Maintaining Asset Management Information for IT assets
  • Supporting a build/release process
  • Troubleshooting Cisco VPN connectivity
  • Setting up User accounts in Active Directory
  • Troubleshooting/ break-fix HW related issues
  • Providing remote support to users
  • Performing tests on computer equipment and programs
  • Setting up computer equipment

Experience For IT Desktop Support Supervisor Resume

  • Teaching clients to use programs
  • Diagnosing computer problems
  • Deploying standard Desktops
  • Supporting Windows OS 10
  • Ordering computer parts
  • Coordinating resources to solve problems
  • Developing solutions to routine technical problems of limited scope

Experience For IT Desktop Support Coordinator Resume

  • Following specific, detailed instructions
  • Being assigned to small projects or to phase(s) of larger projects
  • Being responsible for the purchase and installation of hardware/software
  • Representing the bridge between technology and business needs
  • Providing in-person, walk-up or remote support
  • Performing mass workstation deployments and migrations
  • Understanding of customer service techniques

Experience For ARO IT Desktop Support Resume

  • Providing 1st / 2nd level IT support to employees for resolution or escalation
  • Ensuring that problem escalation process is followed within the pre-defined procedures
  • Ensuring all support requests are logged into Global Help Desk
  • Following company IT procedures and policies
  • Providing feedback on suggested improvements
  • Monitoring and maintaining equipment rooms and stock Installing/configuring hardware and software (including security updates) on new and existing equipment
  • Recycling all expired IT equipment and technologies, ensuring correct disposal according to policy
  • Maintaining audio visual equipment including desk and mobile phones, projectors, and video conference units

Experience For Manager, IT Desktop Support Resume

  • Administering end user requests and projects
  • Contributing to the completion of routine technical tasks
  • Assist software engineering team in developing, testing, deploying, and supporting new systems
  • Business Software Support. Installing, Updating and Troubleshooting Varian suite of applications including MS Office
  • Assist staff supporting installation, configuration, and ongoing usability of computers, equipment, software and services, printing, networking and more
  • A broad understanding of hardware and software, operating systems and basic computer programing
  • Documentation of all systems including existing and new applications, scheduled maintenance, and incoming direct wires/demark information
  • Provide day-to-day IT support to local and remote offices using ticketing system, in-person, via IT support line, email and instant messaging
  • Relevant Microsoft Desktop training ideally working towards or possessing MCSA for Windows Desktop

List of Typical Skills For an IT Desktop Support Resume

Skills for it desktop support technician resume.

  • Proven experience in troubleshooting IT infrastructure and desktop issues
  • Have the ability to work effectively in a fast-paced, innovative environment demonstrating high energy, a sense of urgency and decisiveness
  • Strong knowledge and experience in reimaging and end-to-end data transfers for Mac and Windows systems
  • Computer Networking skills and knowledge
  • Effectively troubleshoot hardware (PC, Laptops, Printers, Tablets, and Smartphones), software, and system problems required
  • Use interpersonal skills & methods to encourage team & foster inter-team communication
  • Relevant desktop support experience, ideally with experience of working on a service desk

Skills For IT Desktop Support Administrator Resume

  • Analytical and problem-solving skills and ability to learn and retain technical information
  • Organizational skills with emphasis on follow-up
  • Networking equipment – experience with closets, switches, routers, quarterly and/or monthly network upgrades during off hours
  • Strong understanding of wired/wireless networking concepts, general troubleshooting steps, and network tools
  • Strong understanding of ITIL incident management, including upholding SLAs and communication to end users
  • Experience in managing & tracking assets
  • Strong knowledge of Windows-based networking environment and Microsoft office applications including Excel, Access, PowerPoint and Outlook
  • Strong understanding of remote connectivity issues, such as VPN, and wireless networking

Skills For IT Desktop Support Associate Resume

  • Strong background with supporting various operating systems (Win 10, Win 8, Win 7, Mac OS and iOS)
  • Strong knowledge of Microsoft and OS X based operating systems, as well as computer imaging and onsite and warranty for end user equipment
  • Experience installing and maintaining IBM compatible PCs and their related peripherals
  • Experience in supporting Windows/Mac desktop and laptop administration which includes OS imaging, anti-virus, printer and network, and Citrix
  • Experienced setting up and imaging computers
  • Experience deploying and supporting Windows 7/XP
  • Experience operating an IT Helpdesk supporting computer networks, telephones, and VTCs

Skills For Supervisor, IT Desktop Support Resume

  • Experience utilizing a ticketing system such as ServiceNow (Heat, Remedy, etc.)
  • Experience with desktop operating systems including Microsoft, and Mac OS X
  • Three years of direct experience in troubleshooting Microsoft Windows Operating Systems
  • Demonstrated deep proficient in troubleshooting and technical problem solving
  • Good knowledge of Microsoft operating systems and of the Microsoft Office suite

Skills For IT Desktop Support Technical Analyst Resume

  • Experience with imaging tools such as Ghost
  • Experience in administration & management of Windows OS and business productivity applications as well as deploying a Windows OS migration
  • Tier II Desktop/Help-desk troubleshooting experience
  • Experience with imaging and break/fix of IT hardware such as HP
  • Experience managing Hospital clinical applications
  • Experience with researching complex issues with end user software and hardware
  • Experience with TCP/IP, networking, and network hardware configuration. (IE: Cisco)

Skills For IT Desktop Support Intern Resume

  • Experience with imaging and break/fix of IT hardware such as HP and Dell
  • Strong emphasis on being customer focused - Acts as a liaison between IT and the business
  • Knowledge and experience with ticketing systems such as Jira Service Desk
  • Solid working knowledge of Internet standards and protocols (DNS, TCP/IP, etc.)
  • Experience with ITSM & ITIL methodologies along with implementation within a technical support environment

Skills For IT Desktop Support Supervisor Resume

  • Experience in an IT support organization
  • Demonstrates clear desire to be a role model in customer service and execution of IT support
  • Experience in IT deskside support and related incident/problem management workflows
  • Experience in Microsoft Windows 7, Windows 10, Apple OSX, Microsoft O365
  • Deskside experience to address PC problems
  • Experience with end-user support process for desktops and laptops (first-call resolution, problem
  • Prioritize and resolve Helpdesk request and incidents
  • Effective oral and written communicator in person, by phone or via the computer
  • Strong attention to detail – quality driven

Skills For IT Desktop Support Coordinator Resume

  • Experience utilizing active directory for password resets, etc
  • Help Desk ticketing experience
  • Experience working in a SharePoint / Office 365 driven environment is beneficial
  • Excellent understanding of IT client infrastructure operations
  • Strong technical knowledge of IT infrastructure, support processes, and industry standards
  • Strong technical knowledge of configuration management and software distribution tools
  • Good knowledge of the service management discipline
  • Experience in regulatory environment

Skills For ARO IT Desktop Support Resume

  • Demonstrate ability to see issues from the customer’s perspective, assesses urgency of requests and responds accordingly
  • Prioritize workload with high quality and accountability
  • Strong ability to interact with coworkers in-person
  • Prior Help Desk Knowledge
  • Network or Systems experience: Route / Switch or Exchange / SCCM / O365
  • Experience with the ServiceNow Service Catalog application
  • Experience in hardware and software deployment required
  • Working knowledge of hardware and applications including but not limited to
  • Understanding of laptop, tablet and mobile phones and syncing with business applications; guest connectivity for visitors

Skills For Manager, IT Desktop Support Resume

  • Upgrading equipment and conducting data migration to new device
  • Installing/uninstalling PC hardware/software
  • Networking protocols and troubleshooting
  • Working with and managing vendor expectations
  • Maintaining the help desk tracking software
  • Resolving problems with new and existing equipment
  • Lifting and transporting of moderately heavy to heavy objects, such as computers, servers and thermal printers
  • Working knowledge of PC software with emphasis on hospital supported software applications
  • Supporting end users in an IT environment

List of Typical Responsibilities For an IT Desktop Support Resume

Responsibilities for it desktop support technician resume.

  • Maintains effective working relationships with Engineering, Helpdesk, and Core Utility support staffs
  • In a desktop/helpdesk support role with demonstrated proficiency in troubleshooting and technical problem solving
  • Desktop/laptop software, patching and imaging experience
  • Experience with Zoom as we are setting up ‘Zoom Rooms’ for video conferencing, install hardware
  • Windows Server 2012/2016 experience
  • Strong knowledge of MS Office, Office 365/Outlook, Google Apps for Work
  • Demonstrated proficiency with Active Directory
  • Demonstrated proficiency with remote control support tools
  • Onboarding and off boarding team members both in Campbell and remote – collecting monitors, docking stations or setting up

Responsibilities For IT Desktop Support Administrator Resume

  • Performing PC maintenance, upgrades and configurations
  • Helping users in person, via e-mail, IM, and over the phone
  • Relevant Microsoft Desktop training ideally working towards or possessing MCDST
  • Provide support and servicing on a break/fix basis for end user computing and peripheral equipment within the Bank’s network
  • Help support manufacturing environment with rotating on-call schedule
  • Perform imaging of computers and checking for required apps, encryption, etc
  • Collect equipment from departing employees and add it to tracking database

Responsibilities For IT Desktop Support Associate Resume

  • Provide troubleshooting, problem solving and on-site technical support for all levels of IT and the US based user community
  • Capable of operating cyber range and IT lab testing environments
  • Create and maintain a shipping and receiving inventory
  • Able and willing to learn new as well as existing technologies
  • Handle End User IT requests, including walking in, ticket assigned by SD, update the case with appropriate information in the ticket system
  • End user support, including after hours on call support on a rotating schedule
  • Provide documentation on root cause analysis when troubleshooting and resolving issues
  • Capacity for analytical thinking and rapid problem solving in a fast-paced environment

Responsibilities For Supervisor, IT Desktop Support Resume

  • 1) Installing and Configuring PCs (Windows)
  • Recommends hardware and software solutions, including new purchases and upgrades based on observing user
  • Knowledge of current equipment, technology and operating systems (i.e.: Linux, Windows administration, recovery and system performance monitoring tools)
  • Completion of North Slope Unescorted Training course (NSTC Certification)
  • Knowledge of a broad range of technologies including: WAN/LAN, COE Desktop, Core Business Applications and Desktop Products
  • Desktop support team leader coordinating technical resource assignments to support projects and day to day operations
  • Conduct training to project services resources on risk, security assessment process, and data privacy assessment process
  • Remote management of hardware support ,including the implementation and set up of support PC’s

Responsibilities For IT Desktop Support Technical Analyst Resume

  • Provides timely follow-up on staff questions and/or outstanding issues
  • Assists team in conducting periodic physical inventory of computer equipment
  • Knowledge of mobile device operating systems
  • All calls to be logged and reported on using Service Now
  • Focal point for communication and escalation amongst supervisors, technicians, engineering, and Internet operations

Responsibilities For IT Desktop Support Intern Resume

  • The role provides implementation and support for production printing hardware and software systems
  • Configuration and troubleshooting of complex hardware, custom built applications, storage, configuration management and general automation
  • The role requires 24/7 on-call support and occasional racking of servers and cable management
  • Provide configuration and troubleshooting for desktop/laptops, desk phones, and PC peripherals
  • Administrating in a Windows 7/2008/2012 environment

Responsibilities For IT Desktop Support Supervisor Resume

  • Knowledge of mobile device operating systems such as IOS and Android
  • Professional demeanor (Working in Headquarters)
  • Professional demeanor (Working in Sullivan Park)
  • Support all aspects of IT equipment in a fast-paced 24x7 manufacturing environment
  • Work with end users and support personnel to deploy, support, maintain the computing infrastructure
  • Assists staff with installation, configuration, and ongoing usability of laptop computers as well as peripheral equipment and software
  • Computer builds and imaging
  • Documentation and assisting with continuous improvements and recommendations
  • Follows existing processes and use standard methodologies to carry out assigned tasks

Responsibilities For IT Desktop Support Coordinator Resume

  • Provide day-to-day IT support as part of a top-tier 24x7 IT support team supporting a wide range of technology and services
  • Monitor incoming IT ticket queue, respond to requests or escalate to appropriate team
  • Maintain (or working towards) related certifications: A+, Network+, MSCP, etc
  • Field incoming help requests from end users via both telephone and work orders in a courteous manner
  • Basic knowledge of Networking, wireless LAN, IP Telephony, storage and server technology
  • Basic abilities in technical troubleshooting methodology
  • Proficient in Microsoft Office (Word, Excel, Outlook Email and Calendaring, PowerPoint, Access)
  • Knowledge with mobile device operating systems such as IOS and Android

Responsibilities For ARO IT Desktop Support Resume

  • Apply common sense understanding to carry out rough written or oral instructions
  • Work a varied schedule, on-call hours, and long hours during crisis situations as required
  • Routinely moves and transports equipment weighing up to 25 lbs. from one location to another
  • Mobile devices including smartphones and tablets
  • Occasional off-hours support to manage infrastructure changes and technical issues for the central computing and remote office locations
  • Limited supervision with occasional coaching and clearly established policies
  • Acts as a training resource for Gmail, Microsoft Office, and related applications
  • Phone programming in Cisco Call Managers (CUCM)

Responsibilities For Manager, IT Desktop Support Resume

  • Resolve problems with new and existing equipment
  • Assist with taking inventory of all equipment, software and software licenses
  • Mobile device troubleshooting (Android and iOS)
  • Manage asset inventory including peripherals
  • Software installation, updates, removal and troubleshooting
  • Involved in user onboarding and termination process
  • College junior or senior, graduating December 2016 – June 2019
  • Adequate understanding of technical terminology with knowledge of the interrelationship of software, hardware, and network environments
  • Engage customer base through the use of a ticketing system, provide proper follow-up and escalation as needed to ensure resolutions

Related to IT Desktop Support Resume Samples

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Desktop support resume summary examples.

Approved by hiring managers, here are proven resume summary examples you can use on your Desktop Support resume. Learn what real hiring managers want to see on your resume, and when to use which.

Hiring Manager for Desktop Support Roles

  • Desktop Support
  • Desktop Support Supervisor
  • Desktop Support Technician
  • IT Helpdesk Analyst
  • IT Service Desk Analyst
  • IT Support Analyst
  • IT Support Specialist
  • Junior Desktop Support Analyst
  • Senior Desktop Support Engineer
  • Technical Support Engineer
  • Desktop Support resume templates
  • Similar summary examples

Desktop Support Resume Summary Example

Show your experience and specialization.

When you tell recruiters you have "over 7 years of experience" in a specialized role like a Desktop Support specialist, you're signalling that you're not just familiar with the job, but you've probably seen it all. This kind of phrase reflects a depth of knowledge that can only come from years on the job.

Quantify your achievements

By showing that you "reduced response time by 30%" you not only highlight an achievement, but you show that you measure your work. Recruiters appreciate candidates who can quantify their impact and it gives a more concrete idea of what you could bring to their organization.

Demonstrate knowledge of industry methodologies

Implementing "ITIL methodologies" shows that you're proactive and strategic in your work. It's an evidence of well-rounded knowledge in your field and recruiters will see you as someone who can bring improvement initiatives to their team.

Desktop Support Supervisor Resume Summary Example

Demonstrating leadership.

Highlighting your history of "leading high-performing teams" shows potential employers your leadership skills. It's an indication that you're capable of managing and inspiring a team to achieve high standards.

Cost Optimization

By stating that you "reduced IT costs by 25%", you're demonstrating your ability to optimize resources. In today's cost-conscious environment, this ability to deliver results while keeping costs down is highly prized by employers.

Policy Implementation

Mentioning your experience in "developing and implementing IT policies" shows that you understand the importance of structure and rules in an IT setting. It indicates you can balance security and productivity, which is a crucial aspect of any successful IT operation.

Desktop Support Technician Resume Summary Example

Show your problem-solving efficiency.

By saying you were able to "resolve 95% of user issues within the first call", you show you're a rapid and effective problem solver. This will make recruiters see you as a potential asset to their team, as they value efficiency in user support.

Indicate your ability to innovate

Introducing a new system that "increased customer satisfaction by 50%" shows you're not only a problem solver, but also a creative thinker. It tells recruiters you can find innovative solutions that could enhance their operations.

Showcase your multitasking skills

By stating your experience in "managing multiple high-priority tasks", you show that you can handle pressure and still deliver on your responsibilities. Especially in sectors like finance and healthcare, this is a highly valued skill.

IT Helpdesk Analyst Resume Summary Example

Showcasing problem-solving abilities.

When an applicant mentions that they have a history of "providing effective solutions to a high volume of IT issues", it illustrates their ability to troubleshoot and problem-solve under pressure. It tells recruiters that you are able to handle multiple issues at once, which is a vital skill in the IT world.

Demonstrating measurable results

Mentioning how you "improved first call resolution rate by 20%" provides tangible proof of your skills. This gives employers concrete evidence of your abilities and achievements, which is much more persuasive than generic statements.

Highlighting teamwork skills

By mentioning your experience "working with global teams", you display your adaptability and teamwork skills. Employers value employees who can work well with others, especially in diverse and dispersed teams. It also shows your ability to handle cultural and time-zone differences.

IT Service Desk Analyst Resume Summary Example

User experience-centric.

Mentioning your focus on "improving user experience" emphasizes your understanding of the importance of user-centric design in IT. This shows that you appreciate the role of IT as a service provider within the business, and that you strive to ensure that the end-user's needs are met.

Project involvement

By discussing your "implementation of a new ITSM tool", you highlight your involvement in important projects. This can demonstrate to prospective employers your experience in project management and your ability to contribute to major initiatives.

Cost efficiency

When you mention "managing IT assets", and how it reduced hardware costs, you're showcasing your ability to work efficiently and save money. This could be a deciding factor for many companies looking to hire an efficient and cost-conscious IT professional.

IT Support Analyst Resume Summary Example

Displaying technical expertise.

When you talk about "managing system upgrades and software installations", you're letting employers know about your technical expertise. This is a crucial skill for an IT Support Analyst and mentioning it in your summary shows that you know your stuff.

Showcasing impact

A powerful way to demonstrate your value is to quantify your accomplishments like how you "increased system efficiency by 30%". It gives employers a sense of the tangible impact you've had in your previous roles. This could make you an attractive prospect to hiring managers looking for someone who can deliver similar results.

Highlighting soft skills

By stating that you have a record of "providing training to non-technical staff", it demonstrates your ability to communicate complex information in an understandable way. It shows that you can bridge the gap between IT and the rest of the business, a critical skill in today's tech-driven business environment.

IT Support Specialist Resume Summary Example

Articulate your commitment to customer service.

By focusing on "providing excellent customer service", you show recruiters that you understand the importance of user satisfaction in IT support roles. This customer-centric approach is likely to resonate with employers.

Demonstrate your ability to improve processes

A "60% reduction in customer complaints" through a new feedback system shows that you're proactive and capable of improving processes. It reflects an ability to listen to feedback, identify issues and implement changes to enhance customer satisfaction.

Showcase your database management skills

Mentioning your track record in "managing and maintaining large databases" illustrates your technical skills and experience. This is particularly appealing to recruiters as database management is a crucial aspect of IT support jobs.

Junior Desktop Support Analyst Resume Summary Example

Display your problem-solving skills.

By showing that you can "identify and resolve software and hardware issues within a short turnaround time", you display efficiency and expertise. This is a skill highly appreciated by recruiters as it saves organizations time and money.

Show your contribution to large-scale projects

Being part of the "migration of 500+ end users to a new operating system" highlights your ability to work on large-scale projects. It shows you can manage change effectively and contribute to key projects.

Show your ability to thrive under pressure

Stating that you're adept at "working in high-pressure environments" shows that you can keep cool under stress. It's a valued trait in any fast-paced IT environment.

Senior Desktop Support Engineer Resume Summary Example

Highlight your impact on business metrics.

Improving "system uptime by 25% in a Fortune 500 company" lets recruiters know that you understand what metrics matter to the business and that you have the skills to improve them. This kind of achievement sets you apart from other candidates.

Showcase your ability to use tools effectively

Implementing a new diagnostic tool that led to a "40% reduction in problem resolution time" shows your ability to use tech tools effectively to improve outcomes. This shows recruiters that you're not just tech-savvy, but also results-oriented.

Demonstrate leadership skills

Showing that you have a record of "training and leading junior technicians" indicates that you possess leadership qualities. This will make you an attractive candidate for roles that require managing a team or mentoring others.

Technical Support Engineer Resume Summary Example

Demonstrate your infrastructure development skills.

By highlighting your experience in "developing and implementing IT infrastructure", you show that you possess essential skills for a Technical Support Engineer. The ability to develop IT infrastructure is critical for any organization's IT operations.

Highlight your project management skills

Led a team that "successfully completed a critical data migration project ahead of schedule" shows that you've got solid project management skills. Employers value candidates who can lead a team and deliver projects on time.

Demonstrate your ability to manage vendor relationships

Stating that you're adept at "managing vendor relationships" and negotiating contracts to save costs shows that you bring a strategic approach to your work. This will appeal to recruiters as it shows your capability to manage external relationships effectively.

Desktop Support Resume Templates

Cloud engineer.

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IT Specialist

An entry level IT support specialist resume sample that highlights the applicant's certifications and quantifiable value addition.

Technical Support

A well-structured resume for the position of a Technical Support Specialist.

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Administrative Resume Objective Examples

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Desktop Support Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the desktop support manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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  • Desktop Support Managers assist with and/or manage and administer departmental and project budgets and forecasts
  • Oversees team key performance indicators and service delivery standards while continually working towards team and individual improvement
  • Perform standard employee performance, mentoring, training, coaching & management processes
  • Manages a team(s) that provides support for employees with hardware, software and network issues
  • Develop work breakdown structure for projects
  • Desktop Support Managers manage the coordination and prioritization of high-level and/or complex projects within any related Desktop Support departments
  • Manages staff to ensure all duties are performed efficiently and within guidelines
  • Establishing and managing project timelines
  • Establishing and managing project timelines and communication channels
  • Working knowledge of ticketing systems, KPIs and metric analysis
  • Influencing teams outside of the organization to deliver against agreed upon scope of work and completion dates
  • Maintain contact with partner resolver teams to drive efficiency and escalation management
  • Relationship management
  • Meeting management
  • Create, document, and update processes to resolve issues and improve processes
  • Provide guidance and oversight of staff and reporting on SLAs and other analytics to management
  • Prioritize daily activities of the team and QC work on critical and high priority
  • Manage the help desk staff and activities associated with the identification, prioritization, and resolution of reported problems using ITIL best practices
  • Manage SCCM deployment of key software updates for all MGM computers
  • Act as project manager for small to medium projects around desktop infrastructure (i.e., technology upgrades, new hardware and software deployments)
  • Assign technicians to various operations and direct their activities related to help desk tickets
  • Polished and have excellent customer engagement/relationship skills
  • Some knowledge with Mac environment
  • Comfortable with windows environment
  • Ability to travel (US, Mexico, Europe)
  • Deep knowledge of desktop hardware platforms, Windows operating systems (7, 8, 8.1, 10 and conversions) & Microsoft SCCM
  • Excellent communication, customer service, organizational, project and personnel management skills
  • Proven ability to mentor and grow the skill set of team members
  • Proficiency in project management
  • Proficiency at multitasking in a fast-paced environment with focus on timeliness, documentation, and communications with peers and business users alike
  • Proficiency in developing partnership-oriented relationships with internal and external business executives and functional leaders

10 Desktop Support Manager resume templates

Desktop Support Manager Resume Sample

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  • Determines workload, delegate assignments, works with Director, Client Services to promote career development, and evaluate performance, skill growth, competency growth, and assists with performance goals
  • Work with Director, Client Services and Support to manage off hour support and projects (i.e. moves, projects, emergencies, etc.)
  • Manage the call volume for the Client Services and Support team to ensure that the trouble tickets are being resolved on a timely basis
  • Perform breakfix/end-user desktop support to users in multiple locations and provide second level support to the divisional community for software, hardware, and various infrastructure related issues
  • Manage employee Timesheets and time management/projects in Clarity
  • Minimum five (5) years/IS&T Desktop and PC Support experience working in large corporate environment
  • Minimum two (2) years/IS&T manager and supervisor experience working in large corporate environment
  • Service Now or Ticketing Software
  • Mobile Devices Operating systems to include Apple iOS, Microsoft Windows Phone, Android and Blackberry
  • Excellent communication and leadership skills

IT Desktop Support Manager Resume Examples & Samples

  • Excellent interpersonal communication skills, positive and engaging telephone manner and a high degree of customer service aptitude
  • Demonstrable experience and fluent command of the English language
  • Excellent organizational skills and ability to troubleshoot remotely
  • 4 or more years of experience in an IT support organization
  • Commanding knowledge and ability to mentor and train others in
  • Operate in a matrix organization
  • Manage SLA and contractual obligations of client
  • Oversee large budget
  • Bachelor’s degree, or technical training, or equivalent combination of education and experience
  • Excellent communication and presentation required

Desktop Support Manager Kettering, Oh Resume Examples & Samples

  • Leadership of a team of approximately 30 technicians (desktop support and asset management) in multi-site locations
  • Customer liaison and point person for escalated situations
  • Experience in servicing personal computer hardware and software required with a working knowledge of local and wide area networks, communications and host connectivity
  • Budget management experience required

GTI, Remote Desktop Support Manager, IRC Resume Examples & Samples

  • Minimum of 3+ years experience in a lead role in Remote Desktop Support environment
  • Strong written and verbal communications
  • Working knowledge of ticketing systems, Key Performance Indicators (KPI) and metric analysis
  • Strong relationship management and stakeholder engagement skills
  • Supervises, mentors, trains and develops the RTC team members to continually improve the skills and results of the team
  • Works closely with the national support team and the local office leadership to ensure service levels are maintained and coordination of support is meeting the needs of the firm
  • Leads medium sized application and desktop-oriented projects providing leadership for team, task assignment, and oversight, ensuring on time completion of tasks
  • Maintains accurate and timely records, including but not limited to: time tracking systems, ticket queue management and weekly status and metrics reports
  • Monitors, maintains and improves metrics for RTC team
  • Identifies areas for improvement, recommends solutions and owns improvement opportunities
  • Mediates, resolves or escalates customer issues for timely resolution
  • Provides oversight responsibility for multiple locations’ computer equipment inventory and auditing responsibility for accuracy
  • Documents knowledge base articles related to common solutions on ongoing basis
  • Develops and documents procedures and processes including responsibility for changes to environment
  • Coordinates desktop and laptop purchasing within procurement requirements
  • Minimum of 3 years of experience managing technical support staff
  • Ability to be on-call and responsive to escalations from team members
  • Experience providing desktop support in an enterprise environment including support for OS, printers, TCP/IP, NTFS permissions while providing exceptional service
  • Experience managing hardware asset tracking, purchasing, process ownership and oversight for recurring deployments in enterprise environment
  • Strong understanding of core ITIL framework – Incident, Problem, Change and Service Management
  • Supervising multi queue oversight automated help desk systems
  • Strong troubleshooting, data and metrics analysis skills
  • People performance coaching and develop up to 10 team members with varying levels of experience
  • Ability to assess individual team member results and develop a team towards organizational goals and values
  • Ability to regularly travel within assigned region and as needed for national oversight and project support
  • Ability to write professional documentation and oversee team responsibilities around documentation duties

Remote Desktop Support Manager Resume Examples & Samples

  • Experience gathering data and establishing a business case in order to build a persuasive argument in favor of an observed need for improvement
  • Experience in putting together executive summaries covering high level benefits of a project or initiative
  • Influencing teams outside of the organization to deliver against agreed completion dates
  • The ability to manage and drive multiple deliverables
  • The ability to multitask
  • Advanced knowledge of Excel (pivot tables, charting, calculations)
  • Must be seen as a leader in the organization and someone upon whom others depend
  • The ability to keep meetings between multiple parties on task
  • Must be able to resolve conflict and bring meeting participants to agreement on necessary priorities and deliverables
  • Establish and maintain productive and trusting relationship with customer
  • Have an active passport and be OK with occasional domestic and international travel
  • Familiar with leading a team of onsite and remote resources in an desktop/smart hands environment
  • Experience managing managers
  • Pharma experience a plus
  • Financials / P&L experience desired, not completely necessary
  • Promote/develop best practices and work on continual service improvement initiatives
  • Contribute to contract add/change processes
  • 6+ years of working experience in a Service Desk environment as a Supervisor or Manager
  • Troubleshooting skills of desktop, laptop software and hardware
  • Demonstrated execution of IT service process frameworks and best practices
  • Knowledge of Help Desk Ticketing software
  • Experience with security administration of user accounts and rights
  • Experience managing a team’s budget and invoice approvals *LI-HD#IT
  • Service Now or Remedy experience
  • 6+ years working in a Service Desk environment as a Supervisor or Manager
  • Experience managing a team’s budget and invoice approvals
  • Working knowledge of Service Now or Remedy
  • Proven ability to multi-task and have a sense of urgency and attention to detail in a fast paced and changing environment and drive multiple initiatives through completion
  • Strong and mature interpersonal skills, including verbal, written, and listening skills with the ability to influence and lead others
  • Must be flexible in regards to scheduling
  • Strong and mature relationship management and stakeholder engagement skills
  • Facilitation skills as related to conducting, productive, structured, and effective collaborative meetings. Exhibit the ability to keep sessions on task, and compliant with schedule and time constraints
  • Proven conflict resolution skills shall be leveraged as required, with the expectation of amicable and productive outcomes
  • Bachelor's degree or higher, preferably in a technology/business related discipline, or relevant work experience
  • 5+ years experience of managing a high performance operational team
  • Minimum of 3+ years experience in a lead role in Desktop Support environment
  • Experience gathering and analyzing data, pertinent towards building compelling business cases as required to promote senior management endorsement and stakeholder buy in. Such analysis and proper presentation are crucial components in affecting change to observed areas of improvement
  • The ability to manage and drive multiple initiatives through completion
  • Advanced knowledge of Excel (pivot tables, charting, and calculations)
  • Act as the final escalation point for all support services focused around technical problems and information technology issues involving desktop, laptops, mobile devices, or network services from local personnel or from team members using network remote access (VPN)
  • Manage a team that includes remote team members across 6 sites
  • Develop, Monitor, and Assess information technology and infrastructure programs/projects
  • Recommend hardware and software solutions, including new acquisitions and upgrades
  • Evaluate, recommend, and manage all aspects of a diverse work environment including: IT call center operations, a production environment, and a general administration office
  • Develop processes and procedures to control, identify, implement, and maintain delivery of service to meet business needs and user expectations
  • Identify and implement software to maintain endpoint security including backups and antivirus
  • Maintain an accurate inventory of technology assets
  • Ensure shared technology including digital signage and conference rooms are in good working order and operational
  • Managing and mentoring a team with members in multiple remote locations
  • Extensive experience with asset management (both processes and systems)
  • The ability to articulate and implement technical support processes and procedures
  • Defining service level agreements and the ability to manage and report team performance against defined SLAs
  • Supporting telephone systems (asterisk-based systems with softphones a definite plus)
  • Troubleshooting and maintaining both Windows and Mac systems – Linux is a plus
  • Working with internal business partners & stakeholders to coordinate special projects or initiatives like department moves
  • Successful track record working with vendor management and standards
  • Managing mobile devices and PCs in a production environment
  • Defining processes for new user setup as well as for team member departures
  • Setting up systems and processes for computer imaging and the maintenance of standard images
  • Five years’ experience in a technical support positions providing end user technology support
  • One year management experience required
  • Must have experience managing others both on daily functions and projects
  • Requires excellent verbal and written communications skills and strong interpersonal skills to interact positively and productively with associated computer systems, end-users and co-workers

Desktop Support Manager Tier Resume Examples & Samples

  • Manage staff, including motivation, hiring, reviews, training needs and overall performance and report on key service-level metrics and strive for continuous improvement
  • Ensure IT compliance meeting security and other government regulatory standards and practices
  • Promote a professional environment at all times and provide a point of escalation of staff, customers and internal teams with the area of accountability
  • Install and configure software products across installed hardware platforms
  • Troubleshoot product and environment issues
  • Manage trouble tickets
  • Provide VIP Level Support
  • Provide an out-of-hours escalation path for technicians and customers outside of normal office hours and organize backups for colleagues who are unable to fulfil their duties in an out-of-hours environment
  • Manage SLAs and KPIs based support processes
  • Manage a team of individuals and will include performance, conflict, change, and budget management
  • Manages the local End User Services staff
  • Responsible for site setup, user training, desktop/server administration, moves, monitoring, troubleshooting hardware/software issues, installations, maintenance/support, and documentation
  • Works proactively with the Enterprise Service Desk (ESD), Operations and Engineering teams, building efficiencies in processes which enhance overall customer satisfaction
  • Determine agency IT needs by working with Business Leads, IPG IT Management, Operations and engineering teams to reach mutually agreeable solutions
  • Provide weekly monthly overall status reports of location helpdesk tickets/trends and projects. Assist with IT budget planning, procurement, expense approvals for supported site(s)
  • Escalate issues to End Users Services Engineering team as needed to ensure customer satisfaction
  • Manages local office projects and rollouts, acting as lead technology resource to coordinate remote activities
  • Reviews, evaluates and prepares periodic performance reports of staff
  • Ensures efficient and thorough communication with end-users
  • Bachelors degree in Computer Science or related discipline
  • At least six, typically eight or more years experience in technology operations and administration, or an equivalent combination of education and work experience
  • At least three years of previous End User Services management experience
  • This will be a manager over Desktop Support and Depot operations to include; receiving, reimaging, deploying PCs. This role will also be responsible for delivering desktop support across the market
  • Directs the efforts of others in the achievement of the strategic and operational objectives of the group
  • Responsible for career development/planning, performance and pay discussions of team members
  • Communicates and translates Dell vision/strategy to staff
  • Responsible for executing on functional and business goals for the group
  • Addresses problems across functional areas of the business
  • Responsible for meeting budgetary goals and objectives
  • Determines requirements for problem resolution and escalation requirements for Tier 1, 2 and 3 support
  • Monitors and analyzes performance metrics to determine areas of improvement
  • Conducts periodic audits to determine areas needed for improvement
  • Knowledge of BKFS products, services and operations
  • Ability to create and implement plans, programs and procedures
  • Knowledge of general desktop support including hardware, software, and networking concepts
  • Ability to evaluate and implement improvements to department processes
  • Ability to perform effectively in an environment that may require limited information and/or extreme circumstances
  • Ability to demonstrate thorough working knowledge of network and desktop operating systems; including the ability to troubleshoot hardware and software as it pertains to the network and desktop availability
  • Excellent end users service and interpersonal skills
  • Ability to prioritize multiple tasks and projects required, along with strong organizational skills
  • Ability to work effectively in a fast-paced and rapidly changing environment
  • Demonstrated ability to lead, motivate and develop a team and team members
  • Passion for IT and eagerness to stay current with changing technology practices
  • Ability to utilize metrics and data to improve service quality and team performance
  • 40% Oversee desktop support activities
  • 40% Manage desktop IT support staff
  • 20% Work with IT managers and staff in other departments
  • Assist with and may be responsible for managing vendor relationships
  • Desktop Support Managers participate in the development and implementation of division and/or company goals
  • May be called upon to provide guidance to other areas/members of management
  • May become actively involved, as required, to resolve the most complex issues
  • Desktop Support Managers are responsible for all personnel administration within the department, including staffing, performance management, career planning, terminations, etc
  • May be responsible for overseeing other areas such as Asset Management, Systems Management, Help Desk, etc
  • 6 years related experience or post-secondary education with 4 years related experience
  • Prior supervisory experience, preferred
  • Understanding of the components within LAN/WAN networks to include network connectivity and remote access technology
  • Experience with the following applications; MS Office, MacAfee Antivirus, and any experience working with Active Directory is a plus
  • Align technology roadmap with business strategy
  • Ensure alignment of business requirements to technology solutions
  • Contribute to architecture based on deep domain experience of HW/DB/storage/etc
  • Building new environments
  • Make new environment operational for pilot review
  • Executing provisioning and day-to-day support
  • Functioning with good capacity and performance
  • Monitoring errors, Downtime, System monitoring/alerts
  • Respond to applications or business owners, if problems Tuning and performance
  • Provide 24/7, 365 response, Tuning and performance, Proactive issues to maintain infrastructure, Troubleshooting/repair, Address issues that come up with user requests, installs, configurations, etc
  • Diagnosing cause and fixing/problem determination responding to tickets
  • Proactively maintain infrastructure and address issues before they become problems
  • Ensure solutions and systems meet regulatory requirements
  • Maintain awareness of product, assimilate product into environment, proactive monitoring of alarming parameters
  • Contribute to business planning discussions with clients and internal IT functional units
  • Build roadmaps for IT/MIS growth to coincide with growth of business
  • Interpret and translate business requirements into It services and projects
  • Contribute to CIO and architectural planning discussions on IT technology investments
  • Act as technology lead in domain as needed or technical areas where he/she has expertise
  • Discuss strategy for vendors and their technologies
  • Ensure integration an security of technologies
  • Collect information on project/unit performance and run status meetings
  • Communicate priorities to staff so they can organize their work accordingly
  • Provide oversight on projects and governance on client, MUFG and regulatory requirements
  • Maintain emphasis on the importance of maintenance, interoperability, integration, etc. to ensure business continuity and performance
  • Meet in staffs meetings and 1:1's to understand issues, assess group performance and provide direction
  • Act as a liaison to the business
  • Hands on Manager of Network Architects/Engineers/Operations with knowledge in the following network technologies to include Cisco Routers, Switches, Firewalls, Cisco/F5Load-Balancers, ACE, VPN concentrators as well as others for data centers and branches
  • Knowledge in Cisco IP Telephony and management
  • Leading and managing staff in the preparation of high-level network designs
  • Ensuring the smooth planning, implementation, and cutovers of networks
  • Interfacing with systems, applications and project teams in the design and delivery of business supporting projects requiring network platforms
  • Project management and documentation utilizing various tools including MS Project, Visio, Office Suite, in support of business and infrastructure projects
  • Experience in Market Data products
  • Strong interpersonal, collaboration, and communications
  • Manages the operations of a team providing executive level Tier 2 production support for hardware, software, networking, storage and security in a complex computing environment. Responsible for the team’s rapid, high-quality resolution of requests and incidents
  • Manages team members responsible for departmental applications system administration and providing oversight for departmental applications lifecycle management and their alignment with ITS enterprise systems and strategy. Also manages team members responsible for conference room technology, security unit liaison functions, network infrastructure and IT consultation and coordination
  • Responsible for management, development and supervision of desktop support professionals that includes recruitment and selection of high caliber people from diverse cultures, backgrounds and experiences. Provides coaching, training, planning and scheduling functions ensuring staff productivity and efficiency of work. Responsible for the performance management activities such as goal setting, annual performance evaluation, recognition and career development. Addresses staff concerns, complaints, grievances and performance issues in a timely manner
  • Actively coordinates and collaborates with team members and customers to understand, propose and continuously implement service improvements. Assists with analysis, planning, testing and implementation of solutions. Ensures that team members review and edit customer and technical support knowledge base documentation on a regular basis
  • Responsible for maintaining and sharing knowledge of policies and procedures for hardware, software and technical services. Manages processes and interactions; prioritizing/triaging work, taking into consideration skills required and estimated time to complete tasks; develops, implements and ensures processes, procedures and standards are followed; establishes parameters for, and monitors, work quality and performance metrics; conducts root cause analysis to identify systemic issues and prevent future incidents; creates analysis and trending reports for assigned units
  • Promotes cooperation and effectively manages relationships. Builds customer relationships and coordinates with customers to plan operational and project work
  • Oversees and coordinates project implementations such as upgrades and equipment installations. Prioritizes and manages the execution of the resources to the project. Develops implementation plans and timelines of projects, provides status reports, exchanges relevant risk and impact information with management and project teams and meets timelines
  • Stays current with advances in relevant technologies. This can include: on-the-job training, attending courses or conferences, reading, research and testing
  • BUILDING RELATIONSHIPS: Demonstrated ability to develop and maintain positive and cooperative relationships, inside and outside of workgroup, interacting in a friendly, open, ethical, honest and accepting manner. Maintains agreed upon levels of confidentiality
  • COMMUNICATION: Demonstrated ability to communicate effectively with those with differing opinions and levels of understanding, varying style to fit the audience and organizational/unit politics and tailoring presentations for the audience
  • CREATIVE PROBLEM SOLVING / STRATEGIC THINKING: Works with and enables others to plan and implement change utilizing change management strategies. Advocates strongly for new ideas, processes and/or services to increase efficiency, quality and customer/client satisfaction. Collaborates and builds consensus with stakeholders
  • FLEXIBILITY / ADAPTABILITY TO CHANGE: Demonstrated proactivity in proposing, advocating for, planning, implementing, measuring and communicating about effective change approaches with the assigned unit
  • LEADERSHIP / ACHIEVEMENT ORIENTATION: Organizes others by identifying resources needed to accomplish the goal, assigning and prioritizing tasks, understanding the functions and interrelationships of the work area, scoping out length and orchestrating multiple activities to accomplish a goal. Sets and measures performance against goals and evaluates results. Ensures quality of others work. Recognize the achievement and contributions of others
  • QUALITY SERVICE: Demonstrate experience empowering staff to resolve problems and complaints independently, involving staff in the development of service delivery models and actively sharing expertise and best practices
  • Bachelor’s degree in computer science, business computing or a related field or equivalent combination of education, certification and experience
  • Minimum of eight (8) years of information technology experience at an enterprise level in a related role requiring customer service, confidentiality, timeliness, organization, prioritization, troubleshooting and working independently to successfully achieve results
  • Demonstrated management or supervisory experience directing and leading staff to perform productively and efficiently with experience in recruitment, selection, coaching, training, career development, performance management and team building
  • Proven ability to lead teams to meet customer expectations
  • Demonstrated ability to influence others to move toward a common vision or goal
  • Demonstrated understanding of client relationship management, process improvement and project management
  • Demonstrated communication ability in presentation and advanced writing skills (e.g., reflecting sensitivity to tone, audience and situation)
  • Demonstrated ability to work effectively with all levels of an organization
  • Experience with IT service management methodologies (e.g. ITIL)
  • Experience leading a team delivering enterprise level desktop support for hardware, software, networking, storage and security in a complex computing environment
  • Experience with applications life cycle management
  • Managing a team of professionals working in the desktop department
  • Hiring new employees, organizing work, managing priorities, conflicts and human resources, staying within budget, etc
  • Managing resources reporting to him/her in a rigorous and effective manner
  • Planning and using resources effectively (number, profile, management ratios, payroll)
  • Participating in evolving and defining the departments overseen
  • Providing overall project management
  • Coordinating files (budget, resources, processes)
  • Complying with the Member Partnership Management Framework (recruitment, integration, career plan, performance evaluation, meetings, pay equity, satisfaction assessment)
  • Identifying and coaching potential succession candidates
  • Managing suppliers
  • Monitoring service quality
  • Managing operational activities
  • Meeting delivery commitments (capacity, performance, availability, deadlines)
  • Complying with the business unit’s standards and procedures
  • Implementing and monitoring dashboards
  • Setting operational priorities

Help Desk & Desktop Support Manager Resume Examples & Samples

  • Basic system administration of hosted VoIP solution (on-boarding, changing features, moves/adds)
  • Take ownership of client issues and escalate issue to appropriate IS managers as necessary
  • As needed, provide day-to-day support of PC/MAC hardware, software, printing and networking issues
  • Various special projects support as needed
  • Manage and lead a team of Desktop Support technicians located in our Chicago headquarters
  • Execute defined standards for process and policy documentation, change control, software testing and qualification to meet the expectations of the business. Routinely audit these processes to ensure standards are being maintained
  • Participate in budgeting, procurement & expense management process
  • Partner with Service & Support leaders within the organization to align standard operating procedures, leverage best practices and improve service initiatives
  • Perform standard employee performance, mentoring, training, coaching & management processes
  • Create and execute an annual Desktop Maintenance roadmap to include office expansions & relocations, operating system upgrades, hardware & software upgrades, new hire growth, holiday and peak support
  • Asist in the support & response of Tier 2 support cases received through the Service Desk to ensure excellent service delivery
  • Minimum of 4 years’ experience managing desktop support teams or equivalent IT management experience
  • Experienced people leader with relevant technical skills to lead the team
  • The ideal candidate would embody the following traits: versatile, flexible, and a willing to work within fast paced environments with enthusiasm
  • Deep knowledge of desktop hardware platforms, Windows operating systems (7, 8, 8.1, 10 and conversions) & Microsoft SCCM
  • Bachelor’s degree or higher in IT related field
  • Responsible for the management and maintenance of all desktop computing hardware, PC software, and operating systems and licensing
  • Manages maintenance of all software deployments, recommendations, troubleshooting, and appropriate vendor relationships
  • Ensures agreed service level targets are met and relevant qualitative standards are achieved
  • Develops and implements policies and procedures to provide high quality services both internally and externally
  • Generates ideas and implement methods to improve resolution time for incidents
  • Develops enhanced reporting structures for early identification of product faults to minimize impact on business
  • Improves efficiency and effectiveness of desktop support activity by analyzing and proposing recommendations
  • Manages staff levels and scheduling to provide full coverage during required business hours
  • Optimizes customer support, provide staff with regular training and appraisals
  • Works with IT compliance on annual compliance audits and integrating newly acquired companies within current policies and procedures
  • Serves as an escalation point for the Desktop Support team
  • Responsible for all IT desktop related procurement and works with multiple vendors for cost negotiation
  • Bachelor’s degree in Computer Science, a related field or the equivalent experience
  • 5+ years of related experience, including 3+ years in a management role
  • Sound knowledge of Windows operating systems Windows 10 and Microsoft end user Software
  • Thorough understanding of desktop support or helpdesk operations, IT best practices, industry trends and customer service
  • Experience configuring and using SCCM across an enterprise
  • Proven experience of initiating positive changes in a IT Operations environment
  • Strong knowledge of MAC OS
  • Familiarity with Corporate, Distribution Center, and Call Center environments is preferred
  • Commercially aware of software providers with the IT desktop support sector
  • Proven track record tracking and maintaining desktop licensing
  • Microsoft and Adobe licensing terms
  • Windows 7 pro - required
  • Window 8.1 – plus
  • License compliance audits
  • PCI compliance policies
  • Inventory management
  • ESET Endpoint Security
  • Safeguard Sophos FDE
  • Windows Update Patching
  • Change control procedures
  • IT desktop asset procurement

IT / Desktop Support Manager, Needed Resume Examples & Samples

  • Approves personnel activities concerning hiring, training/development and evaluation of staff performance
  • Directs, establishes, plans and implements the policies, processes and procedures to support and design the organization's desktop architecture
  • Assists in the planning and implementation of additions, deletions and major modifications to the supporting regional infrastructure
  • Oversees the administration and maintenance of the company's infrastructure

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  1. Desktop Support Resume

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    Desktop Support Resume Samples 0-5 years of experience Provided computer help desk support via telephone communications and email with end-users. Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.

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    Phoenix, AZ Lindgren, Kihn and Lehner

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