Help Desk Resume Example (2026 Guide)
Help Desk resume example
A complete sample in the Modern template FitMyRole exports. The person and employers are fictional; the structure, skills and bullet style are what to copy.
Kofi Quansah
[email protected] • (555) 014-7316 • Columbus, OH • linkedin.com/in/kofiquansah
Professional Summary
Help Desk Technician with 3 years of experience providing Tier 1 and Tier 2 support to internal users in healthcare and insurance environments. Supports 1,800 users across 14 clinic locations, handling 35 to 45 ServiceNow tickets a day with 84% first contact resolution. Manages Active Directory accounts, Microsoft 365 licensing, Intune device enrollment and onboarding for 40 new hires a month. Patient, clear with non-technical staff, and careful to document every fix so the next technician can find it.
Technical Skills
- Help Desk Support: Tier 1 and Tier 2 support, ticket triage, phone and walk-up support, remote support, escalation to Tier 3, user onboarding and offboarding
- Identity & Access: Active Directory, Group Policy basics, Microsoft Entra ID, multifactor authentication (MFA), password resets, security group management
- Microsoft 365: Office 365 apps, Exchange Online, Teams, OneDrive and SharePoint permissions, license management, Outlook troubleshooting
- Ticketing & Remote Tools: ServiceNow, Freshservice, Microsoft Remote Desktop, BeyondTrust Remote Support, knowledge base articles
- Endpoints & Hardware: Windows 10 and 11, macOS, Microsoft Intune, Windows Autopilot, laptop imaging, printers and scanners, VPN clients
- Networking Basics: TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, ipconfig and ping diagnostics, network drive mapping
Education & Certification
- Coursework in Networking Fundamentals, Windows Server Administration, Operating Systems and IT Service Management.
Work Experience
Help Desk Technician IIMarch 2025 – PresentScioto Valley Health Partners, Columbus, OH
- Resolve 35 to 45 ServiceNow tickets a day for 1,800 users across 14 clinics, holding 84% first contact resolution against an 80% team target.
- Meet the one-hour response SLA on 98% of urgent tickets from clinical staff, prioritizing issues that block patient check-in or charting.
- Cut onboarding setup time from three days to one by building a ServiceNow checklist that bundles Active Directory, Microsoft 365 and Epic access requests for 40 new hires a month.
- Manage Active Directory accounts, security groups and Microsoft 365 licenses, completing offboarding within four hours of HR notice for compliance.
- Enrolled 600 laptops and tablets in Intune with Windows Autopilot during a clinic device refresh, with fewer than 2% needing a second visit.
- Wrote 30 knowledge base articles on MFA setup, printer mapping and VPN fixes that Tier 1 staff now use for first-call answers.
- Escalate Epic, network and server issues to Tier 3 teams with full notes and user impact, and follow each ticket until the clinic confirms the fix.
Help Desk Technician IJune 2023 – February 2025Olentangy Mutual Insurance, Columbus, OH
- Handled 50 to 60 Tier 1 calls and tickets a day in Freshservice for 650 employees, resolving password, Outlook, Teams and VPN issues.
- Reduced password reset tickets by 35% by rolling out self-service password reset and MFA enrollment with the systems team.
- Escalated server, network and application faults to Tier 2 with screenshots, error codes and steps already tried, meeting the 24-hour response SLA.
- Set up workstations, docking stations and printers for an office move of 120 staff over one weekend.
IT Support InternMay 2022 – May 2023Scarlet Oak Property Management, Columbus, OH
- Provided walk-up and remote support to 90 office and leasing staff across five apartment communities while completing a degree.
- Imaged and deployed 75 Windows 10 laptops and recorded every asset in a new inventory spreadsheet.
- Mapped network drives and printers and fixed Wi-Fi connection issues at leasing offices, logging each fix in the ticket queue.
- Created a one-page new hire IT guide covering email, MFA and printing that cut first-week support calls.
Want yours to read like this? Upload your resume and a job posting, and FitMyRole rewrites it for that job in this template.
Tailor my resumeWhy This Resume Works
- User count, ticket volume and first contact resolution appear in the first bullet (1,800 users, 35 to 45 tickets a day, 84% FCR against an 80% target), the three numbers help desk managers compare.
- Tier 1 and Tier 2 are both named, and the escalation bullet shows what a good handoff contains: screenshots, error codes and the steps already tried.
- Active Directory, Office 365, ServiceNow and Intune appear in the skills and in bullets about real tasks (onboarding, offboarding, a 600-device refresh), so the keywords are backed by work.
- SLAs are stated with terms, a one-hour urgent SLA met on 98% of tickets, which shows the candidate understands response time commitments.
- For an early-career resume the internship is treated as real experience with numbers (90 users, 75 laptops imaged), and the A+ and MS-900 certifications support the skill claims.
Common Resume Mistakes
- No ticket or user metrics.
- Missing AD or ticketing keywords.
- Generic "supported users" without scope.
Keywords Recruiters Look For
- Help desk
- Tier 1
- Active Directory
- Office 365
- Ticketing
- Troubleshooting
- ServiceNow
- Support
Get more interviews. Tailor your resume automatically
Want to tailor your resume to the job you want? Use FitMyRole to analyze your resume and rewrite it for the role. Before sending your next application, run your resume through FitMyRole to tailor it to the job description.
Try FitMyRole free