Helpdesk Engineer Resume Sample

Helpdesk Engineers provide computer and technical support to customers who require assistance. Their duties include resolving computer issues, managing computer performance, answering questions from customers, implementing training procedures, working with customers to resolve issues, and maintaining local networks.

For many, writing a resume can be daunting. If you are working on your own, it is easy to become overwhelmed with the amount of information you need to include and how best to present yourself.

The sample resumes below provide great examples of how to write an effective resume.

The Best Helpdesk Engineer Resume Samples

These are some examples of accomplishments we have handpicked from real Helpdesk Engineer resumes for your reference.

Helpdesk Engineer Resume Sample 1

  • Provided technical support to end-users via email, phone, and web-based chat.
  • Maintained trouble tickets regarding reported problems in Active Directory environment; responded to user requests with appropriate solutions in a timely manner; identified and resolved issues prior to escalation.
  • Amended and enhanced existing documentation for company software packages after conducting research on product features, troubleshooting guides, and installation instructions.
  • Planned the implementation of new software applications tailored towards multiple units within an organization; conducted training sessions on new applications including tutorials with customer service representatives via WebEx.
  • Improved internal IT standard procedures by developing automated system that saved time when creating new users across multiple programs such as Outlook and Active Directory.

Helpdesk Engineer Resume Sample 2

  • Enabled significant improvement of company’s network support by creating improved documentation and training materials.
  • Instantly resolved over 75% of customer accounts through remote connection, remaining issues were quickly addressed with help from back-end engineers.
  • Contributed to design and implementation of 24/7 service ticket system offering 2 hour response time for tickets submitted between 9AM to 5PM EST on weekdays.
  • Accurately identified security flaws in applications during top industry coding conventions, ensuring that code was optimized for performance standards.
  • Created level 4 documentation guiding junior team members which led to over 50% decrease in requests for assistance by customers on the phone or on live chat.

Helpdesk Engineer Resume Sample 3

  • Provided system administration support to 50+ computer workstations for network connectivity, email, and file sharing.
  • Identified errors in the server access logs; resolved database dependency issues through research and demonstrated ability to profile code.
  • Consolidated help desk operations by 30% while reducing costs; recognized by Director of Technology for exceptional performance.
  • Designed wireless router settings enabling secure home internet access; effectively troubleshooted software related malfunctions on laptops.
  • Resolved data center connectivity issues that prevented off site employees from accessing VPN; won Private Cloud Consultant award based on customer satisfaction ratings.

Helpdesk Engineer Resume Sample 4

  • Troubleshoot and resolve advanced and complex problems encountered by customers and other employees.
  • Provide technical guidance to internal staff, third-party vendors, and customers.
  • Pioneered a new support service process to increase throughput for Unix Servers; recognized by management as the top performer in providing solutions to customer problems.
  • Facilitated all user requests through proper documentation; received appreciation from users for becoming an expert on their systems.
  • Promoted after two years of hard work; named Lead Engineer over 40 staff members within 30 days of promotion.

Helpdesk Engineer Resume Sample 5

  • Enforced the Help Desk ticketing system by developing new processes to increase first call resolution.
  • Pioneered an internal knowledge base, which empowered users to resolve more than 80% of their technical issues without accessing support personnel.
  • Provided user account administration for over 120 employees including password resets, mailbox maintenance, and permission management.
  • Introduced company-wide IT standardization project resulting in a lower total cost of ownership through standards on hardware configurations and licensing policies.
  • Achieved 100% on Personal Effectiveness Survey; ranked first out of 50 employees on productivity metrics.

Helpdesk Engineer Resume Sample 6

  • Troubleshooted hardware and software connectivity issues, altered configuration settings, and updated software to resolve connectivity errors for clients.
  • Diagnosed and fixed server crashes by evaluating logs; offered assistance to other engineers as well as executive staff when necessary.
  • Identified security vulnerabilities within the system; drafted written report detailing steps towards resolution along with responsible party responsible for implementation of those solutions.
  • Received exceptional performance rating from Senior Engineer and Program Manager; took initiative to learn new skills applicable to position.
  • Provided application support within a customer-facing team environment; effectively communicated questions and concerns via phone, chat, email, and occasionally in person. Gathered feedback regarding current processes through this medium.

Helpdesk Engineer Resume Sample 7

  • Supported users via phone and e-mail for software issues.
  • Identified customer needs to provide a solution that optimized company resources.
  • Installed new equipment and configured wireless networks, computers, printers, cell phones, network drives.
  • Resolved technical problems quickly through vast knowledge of Microsoft Windows operating systems along with Macintosh OSX and Linux distributions.
  • Mentored junior employees by teaching them how to prioritize tasks and resolve issues in a timely manner.

Helpdesk Engineer Resume Sample 8

  • Troubleshooted and resolved system access issues for over 100 users in a 24/7 helpdesk environment.
  • Acted as escalation point for both internal and external customers to all departments within the department, including technical support, customer service, developers, and project managers.
  • Completed system/database administration tasks such as OS patching, hardware installations, OS upgrades, OS migrations, lockdown security hardening & performance tuning related activities such as application profiling and troubleshooting.
  • Received Employee Recognition award from US Department of Veterans Affairs for my superior results during the CIO’s quarterly IT assessment process. Credited with saving $60 million in hardware costs by utilizing virtualization technology.
  • Developed several custom utilities that enabled fast and efficient testing of new releases before they were delivered to customers.

Helpdesk Engineer Resume Sample 9

  • Managed customer calls, emails and requests.
  • Identified from product data sheets which products were affected by a vulnerability in software.
  • Resolved disk space issues by creating scripts to obtain usage information for SQL servers.
  • Troubleshooted an issue that was preventing users from accessing the server laid out the steps to correct the problem. Implemented Cisco UCCX phone system into company’s current phone system, saving thousands of dollars on monthly bills by identifying overspending on long distance services while using our regular phone provider’s service contract.
  • Quickly solved escalated spam filtering issues after being brought on board late in the day.

Helpdesk Engineer Resume Sample 10

  • Assisted users with issues regarding the installation and use of computer hardware/software by resolving problems according to technician’s guides.
  • Troubleshot, diagnosed, and accurately reproduced bugs in software applications.
  • Participated on a team writing an automated testing tool used for regression testing on the company’s core product line – best quality assurance tool written for this company in 15 years.
  • Improved customer satisfaction by providing top notch support on the helpdesk via proactive monitoring, identifying trends, escalating high priority tickets, and communicating proactively with engineers.
  • Decreased customer frustration during peak usage times following Internet outage; reduced number of repeat calls due to improved communication and empathy towards customers needs.

Helpdesk Engineer Resume Sample 11

  • Provided quick response to customer problems, questions, and complaints.
  • Diagnosed software issues or resolved user requests to resolve registration conflicts between the components of the application suite.
  • Improved helpdesk ticket efficiency through research on available support resources including internal wiki articles, online FAQs, and documentation provided by third party vendors.
  • Troubleshooted installation issues that were preventing users from successfully installing our software in a Windows 7 environment.
  • Consolidated several applications into one complete system in order to save costs for development and maintenance tasks.

Wrap Up

In order to work as a Helpdesk Engineer you will need an associate’s degree in a computer related field, but you may also obtain a certificate from a computer related technical college. Helpdesk Engineers must demonstrate outstanding technical skills, computer skills, communication skills, customer service skills, administrative skills, critical thinking skills, and problem-solving skills in order to succeed.

Resumes are a crucial aspect of any job search. In order to make a good first impression, it is important that your resume be formatted and written professionally. To create the perfect resume, think about what skills and qualities you want your future employer to see.

Hope these samples gave you an idea of what your resume should look like and some tips on how to make sure that your resume stands out from the rest.


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