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Help Desk Technician Resume Example

A strong help desk technician resume foregrounds throughput and service quality: calls or tickets handled per shift, the support tier you work, and your SLA or first-call resolution numbers. It names the tools you live in, like Zendesk, Jira Service Management, or Freshdesk, and shows escalation judgment. A CompTIA A+ credential strengthens entry-level applications.

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Help Desk Technician resume example

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Help Desk Technician

(555) 010-0000 · you@example.com · City, ST · linkedin.com/in/your-name

Professional Summary

Help desk technician with three years answering high call volume on a tier-1 and tier-2 service desk, fluent in Zendesk and remote-support tools, with consistently strong SLA compliance and customer-satisfaction scores.

Experience

Help Desk Technician, Tier 2 — Pinnacle Support Center

2022 – Present

City, ST

  • Fielded 55 to 70 inbound calls and chats per shift in Zendesk while holding a 96% SLA-met rate.
  • Maintained an average customer-satisfaction (CSAT) score of 4.7 out of 5 across 1,800 surveyed tickets.
  • Escalated only 9% of tickets to engineering by resolving most tier-2 software and account issues directly.
  • Reduced average handle time from 9.2 to 6.5 minutes by building canned responses for the top 20 issues.
  • Trained six new technicians on the queue, shortening their ramp from four weeks to two.
  • Logged and tagged tickets consistently, improving the team's reporting accuracy to 98%.
  • Resolved recurring VPN-disconnect complaints by documenting a fix that cut related tickets 44%.

Help Desk Technician, Tier 1 — Valley Tech Helpdesk

2021 – 2022

City, ST

  • Answered 80-plus daily tickets covering password resets, software installs, and connectivity issues.
  • Achieved a 93% first-contact resolution rate on routine tier-1 requests within the first quarter.
  • Cut abandoned-call rate from 12% to 4% by improving queue routing and shift coverage.
  • Walked non-technical callers through fixes calmly, earning the month's top peer-recognition award twice.
  • Documented 25 new troubleshooting steps that joined the shared support knowledge base.
  • Met or beat the 15-minute response target on 97% of priority tickets across the year.

Education

Information Technology Certificate — Technical Institute

2020 – 2021

Certifications & Licenses

CompTIA A+

Skills

Zendesk · Tier 1 and tier 2 support · Remote troubleshooting · Password and account management · Software installation · Connectivity troubleshooting · SLA compliance · Knowledge-base use · Ticket documentation · Customer communication · Active listening · Escalation judgment

What to put on a help desk technician resume

Core skills

SkillWhy it belongs on the resume
ZendeskTriage, tag, and resolve inbound tickets against service-level targets.
Tier 1 and tier 2 supportHandle routine and intermediate issues before escalating to engineering.
Remote troubleshootingDiagnose and fix user problems over phone, chat, and remote sessions.
Password and account managementReset credentials and manage access in directory tools safely.
Software installationGuide users through installs, updates, and configuration steps.
Connectivity troubleshootingResolve Wi-Fi, VPN, and network-access complaints quickly.
SLA complianceMeet response and resolution time targets across a busy queue.
Knowledge-base useApply and contribute documented fixes to speed resolution.
Ticket documentationRecord clear, accurate notes that keep handoffs smooth.
Customer communicationKeep frustrated callers calm and explain steps in plain language.
Active listeningIdentify the real issue from vague reports to avoid wasted steps.
Escalation judgmentKnow when to solve directly and when to route to a higher tier.
What recruiters and ATS filters expect on a help desk technician resume.

Licenses & certifications

List these near the top, exactly as a posting names them: CompTIA A+. Never invent a credential or an expiration you cannot back up.

ATS keywords

ATS keywordATS keyword
help desk technicianZendesk
tier 1 supporttier 2 support
ticketingSLA
first-call resolutionCSAT
remote supporttroubleshooting
CompTIA A+password reset
VPNknowledge base
customer service
Terms an applicant-tracking system scans for — work them in naturally where they are true of your experience.

Three bullets that work — and why

  1. Fielded 55 to 70 inbound calls and chats per shift in Zendesk while holding a 96% SLA-met rate.

    Why it works: Combines per-shift throughput with an SLA percentage, the core help-desk performance pair.

  2. Maintained an average CSAT score of 4.7 out of 5 across 1,800 surveyed tickets.

    Why it works: Quantifies service quality with a recognizable satisfaction metric and a meaningful sample size.

  3. Escalated only 9% of tickets by resolving most tier-2 software and account issues directly.

    Why it works: A low escalation rate signals technical depth and reduces load on higher tiers.

Tailoring it in three steps

  1. Name the ticketing platform

    Match the posting's tool, Zendesk, Freshdesk, or Jira Service Management, in your skills and first bullet so the keyword lands.

  2. Lead with throughput and SLA

    Open with calls or tickets per shift and your SLA or first-call resolution rate, the figures hiring leads scan for first.

  3. Show the right support tier

    Make clear whether you work tier 1, tier 2, or both, and align that with the level the job is hiring for.

FAQ

What metrics belong on a help desk technician resume?

Calls or tickets handled per shift, first-call resolution rate, SLA-met percentage, average handle time, and CSAT scores. These prove throughput and quality far better than phrases like handled customer issues.

What is the difference between a help desk technician and an IT support specialist resume?

A help desk resume emphasizes call and ticket volume, SLA, and tier-based queue work. An IT support specialist resume leans toward endpoint management, Active Directory, and on-site systems. Target the title in the posting.

How do I move from tier 1 to tier 2 on my help desk resume?

Show issues you resolved without escalating, a low escalation rate, and any tier-2 tasks you took on, like account administration or scripted fixes. Quantify the harder tickets you closed yourself.

Is this help desk technician resume template free with no sign-up?

Yes. Download the DOCX or PDF with no account, no payment, and no watermark. The single-column, ATS-safe layout opens cleanly in Word, Google Docs, and LibreOffice.

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