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Help Desk Technician Resume Example

A help desk technician resume needs to pass ATS scans for the exact systems you support while proving fast, accurate troubleshooting. Here is how to show technical range and speed.

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Help Desk Technician Resume Sample

A complete, recruiter-approved example you can use as a starting point. Open it in the builder to edit every line.

EMILY CARLSON

Help Desk Technician

Denver, CO · e.carlson@email.com · (555) 780-1234

Summary

Help desk technician with 3 years resolving Tier 1 and Tier 2 hardware, software, and network issues for a 2,000-employee organization. Maintains a 90% first-contact resolution rate and average ticket resolution time under 2 hours.

Experience

Help Desk Technician · IBM

2022 - Present

  • Resolve 25+ Tier 1/Tier 2 tickets daily via ServiceNow, maintaining a 90% first-contact resolution rate
  • Reduced average ticket resolution time from 3.5 to 1.8 hours by building a self-service knowledge base
  • Manage Active Directory account provisioning and password resets for 2,000+ employees

IT Support Technician · Best Buy (Geek Squad)

2020 - 2022

  • Diagnosed and repaired hardware/software issues for 15+ customers daily, earning a 4.8/5 service rating
  • Installed and configured software for 500+ devices across residential and small-business clients

Education

A.S. Computer Information Systems — Community College of Denver · 2020

Skills

Help Desk Support, Tier 1/Tier 2 Support, Active Directory, ServiceNow, Remote Desktop, Hardware Troubleshooting, Windows/macOS, ITIL Fundamentals, VPN Configuration, CompTIA A+

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Must-Have Keywords for Help Desk Technician Resumes

These are the keywords ATS systems and recruiters search for. Include them naturally in your Skills, Summary, and Experience sections.

Help Desk SupportTier 1/Tier 2 SupportActive DirectoryTicketing SystemsRemote DesktopHardware TroubleshootingSoftware InstallationWindows/macOSServiceNowITILNetwork BasicsSLA

The Right Resume Structure for Help Desk Technician Roles

ATS systems parse your resume top to bottom. The order of your sections matters — here is the order that works best for Help Desk Technician applications:

  1. 1Contact Information
  2. 2Professional Summary
  3. 3Technical Skills
  4. 4Work Experience
  5. 5Education
  6. 6Certifications

ATS Optimization Tips for Help Desk Technician Resumes

  • Lead with ticket volume and resolution speed: tickets closed per day, average resolution time.
  • Name specific systems: Active Directory, ServiceNow, Windows Server, macOS, VPN configuration.
  • Mention Tier 1/Tier 2 escalation experience explicitly — it signals technical range.
  • Show ITIL or CompTIA A+ certification prominently if you have it.
  • Quantify uptime or first-contact resolution improvements you contributed to.
  • Highlight any documentation or self-service tools you built to reduce ticket volume.

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