HELP DESK ANALYST SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Updated: Oct 16, 2025 - The Help Desk Analyst has experience supporting programs and contracts of similar scope, working in contract environments, and deploying Microsoft Windows-based servers. This role requires strong technical skills in PC hardware troubleshooting and maintaining lab infrastructure, including desktops, networks, and server systems. The analyst also needs excellent problem-solving abilities, sound judgment under pressure, and strong interpersonal and communication skills to foster trust and collaboration across teams.

Essential Hard and Soft Skills for a Standout Help Desk Analyst Resume
  • Desktop Support
  • Hardware Troubleshooting
  • Ticket Management
  • Technical Support
  • Account Management
  • Device Configuration
  • Office 365 Support
  • Problem Resolution
  • Inventory Tracking
  • Application Support
  • Effective Communication
  • Customer Service
  • Issue Escalation
  • Team Collaboration
  • User Training
  • Follow-Up
  • Appointment Scheduling
  • Professionalism
  • System Collaboration
  • Floor Walks

Essential Hard and Soft Skills for a Standout Help Desk Analyst Resume

1. BS in Information Systems with 1 year of Experience

  • Experience as a Service Desk Analyst or equivalent customer service position.
  • Proficient in Windows, Microsoft Office Applications.
  • Basic keyboarding skills, ability to use a mouse, multiple monitors, and a touchpad.
  • Detail-oriented with excellent time management skills.
  • Exceptional problem-solving and organizational skills.
  • Strong analytical and time management skills.
  • Excellent verbal and written communication skills.
  • High energy levels and should be self-driven.
  • Be able to work in a results-driven environment.

2. BS in Computer Science with 2 years of Experience

  • Experience working in an IT-related position.
  • General understanding of a Microsoft environment.
  • ServiceNow working experience.
  • Windows OS experience, including Microsoft and Apple operating systems.
  • Ability to diagnose and resolve basic computer technical issues.
  • Solid methodical troubleshooting skills.
  • Excellent customer service skills.
  • Strong verbal communication and problem-solving skills.
  • Able to work in a fast-paced environment.
  • Demonstrated ability to provide technical onsite support to end users.

3. BS in Cybersecurity with 6 years of Experience

  • Technical service desk experience.
  • Experience in technical support of computer hardware and software, and internet connectivity issues.
  • Ability to interface with clients as well as work with one or more teams of Level 1 technicians.
  • Excellent customer service skills including phone etiquette, listening skills, empathy, sense of urgency, and enthusiasm.
  • Advanced functionality of the PC and Windows system software.
  • Advanced problem analysis skills.
  • Ability to analyze and interpret a variety of lists, databases, reports, and software applications used in the processing of service requests.
  • Strong leadership skills to interact with customer personnel for upper-level technical support and procedural issues.
  • Excellent verbal and written communication skills with emphasis on customer experience, including handling difficult customers and conflict resolution.
  • Understanding of Knowledge Base or Run-book for technical support.
  • Strong Active Directory skills.

4. BS in Information Technology with 4 years of Experience

  • Technical certifications in Microsoft technologies, CompTIA+ certifications, or equivalent work experience.
  • Hold certifications in computer hardware, operating systems, networking, etc.
  • Fundamental knowledge of computer workstation hardware, networking principles, business applications, and peripheral devices.
  • Experience administering users and computers in a complex enterprise environment.
  • Able to read and understand technical manuals and procedural documentation.
  • Strong written and oral communication skills and effective interpersonal and relationship-building skills.
  • Ability to present ideas effectively to both technical and non-technical stakeholders.
  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • Demonstrated strong customer-service orientation.

5. BS in Software Engineering with 5 years of Experience

  • Proven experience providing end-user support in a desk-side or help desk environment.
  • Strong working knowledge of Microsoft Windows operating systems, including Windows 10 and Windows Server.
  • Hands-on experience with Active Directory for user administration and account management.
  • Practical experience installing and configuring operating systems, networked and local printers, and business applications.
  • Demonstrated ability to handle IT support requests through ticketing systems such as ServiceNow or Remedy.
  • Solid understanding of trouble tickets, problem tickets, and service desk workflows.
  • Familiarity with basic networking concepts, including TCP/IP, DNS, and DHCP.
  • Experience troubleshooting in a client-server environment.
  • Strong analytical and problem-solving skills with the ability to resolve technical issues efficiently.
  • Excellent communication and customer service skills to support non-technical end users.

6. BS in Network Administration with 7 years of Experience

  • Experience with end-user support for 300 or more users, including troubleshooting of hardware and software issues.
  • Experience troubleshooting access-related issues in a large user environment.
  • Experience with Active Directory and Azure AD user management, including creating, unlocking, deleting, and disabling accounts.
  • Experience managing group memberships and assisting with password changes in AD and Azure AD.
  • Experience supporting multi-factor authentication for users.
  • Experience with hardware support for 300 or more desktops, including Windows updates and BIOS/firmware updates.
  • Experience with Apple, Dell, or HP hardware diagnostics.
  • High attention to process and detail.
  • Strong network diagnostic capabilities beyond basic ping tests.
  • Hold an A+ Certification or a Dell Self-Dispatch Certification.
  • Experience working with OS deployment tools such as SCCM, Ivanti, LanDesk, or InTune.

7. BS in Management Information Systems with 2 years of Experience

  • Customer service experience or demonstrated ability.
  • Experience providing basic support and understanding of IS systems, PC, and/or Microsoft applications, mainframe, midrange, WAN, telecommunication, and various clinical applications.
  • An understanding of the interactions between system components.
  • Must be proficient in the use of computers to provide initial system telephone support service.
  • Experience in utilizing a call-tracking tool.
  • Basic knowledge of the call center environment and the importance of time management skills.
  • Well-developed typing/keyboard skills (40 WPM).
  • Working knowledge of Active Directory, e-Directory, or i-Manager.
  • Must be comfortable operating in collaborative, shared leadership environments.
  • Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring, with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

8. BS in Data Science with 10 years of Experience

  • Extensive experience in detailed technical support of Windows and Apple iOS operating systems, with working knowledge of Microsoft Active Directory.
  • Experience configuring and troubleshooting remote connectivity configurations on Windows and Apple devices.
  • Working knowledge of user attribute integration between Microsoft Active Directory and Exchange email systems.
  • Hold certifications, including ITIL (Information Technology Infrastructure Library) and ServiceNow.
  • Broad process and technical knowledge in process improvements, automation, self-service, ticket avoidance, and root cause analysis.
  • Experience managing the full end-to-end customer support experience.
  • Proven ability to enhance end-user productivity through technical support and innovation.
  • Expert in analyzing and resolving simple to complex user device issues on Windows 7 and Apple iOS, including iPads, iPhones, and MacBooks.
  • Skilled in identifying and modifying Microsoft Active Directory entries to resolve technical issues affecting user devices.
  • Demonstrated experience in configuring and troubleshooting remote VPN connectivity on both Windows and Apple platforms.
  • Experience in configuring and resolving personal printing, video conferencing, and teleconferencing services.
  • Experience in configuring and resolving home networking services for end users.
  • Capable of building and maintaining collaborative relationships with external vendor and supplier personnel.
  • Exceptional customer service skills, with excellent interpersonal and communication skills.
  • Highly developed and proven problem-solving skills.

9. BS in Computer Engineering with 4 years of Experience

  • Help desk experience supporting both Mac and Windows environments.
  • Experience administering computers in a multi-platform production environment.
  • Experience with hardware installation and troubleshooting for Apple Mac mini, Mac Pro, and MacBook Pro.
  • Experience with hardware installation and troubleshooting for HP and Dell workstations and laptops.
  • Experience supporting macOS and iOS operating systems.
  • Experience supporting Windows 7 and Windows 10 operating systems.
  • Strong analytical and problem-solving skills.
  • Excellent interpersonal, communication, and organizational skills.
  • Ability to handle several projects simultaneously, either individually or in a team setting.
  • Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team-building culture.

10. BS in Web Development with 6 years of Experience

  • Strong Tier 1-2 administrative and debugging experience.
  • Experience administering Windows Server 2012/2016 and Workstation 7/10/embedded environments.
  • Experience with WSUS/SCCM for application patching
  • Experience with desktop support for users.
  • Experience troubleshooting hardware-related issues.
  • Ability to support hardware installation and startup.
  • Proficient with Veritas NetBackup.
  • Experience with troubleshooting and maintaining data center and office equipment.
  • Basic network experience.
  • Basic understanding of systems engineering concepts, principles, and theories.
  • Ability to grasp and apply new information quickly and effectively handle complex assignments.
  • Must be self-starters and have the aptitude to work independently in a fast-paced, continuously evolving environment.
  • Exercises independent judgment and professionally executes projects with little direction.

11. BS in Cybersecurity with 5 years of Experience

  • Experience providing direct and exceptional user support in a high-performance help desk or service desk environment, specifically phone-based support.
  • Understanding of and experience in Windows-based computers, including Microsoft Windows 10.
  • Experience supporting smartphones, including iPhone and Android devices.
  • Experience supporting Microsoft Office applications.
  • Experience with Citrix or other remote access technologies.
  • Hold ITIL and Microsoft Office Application certifications.
  • Experience using and supporting Adobe Acrobat.
  • Working experience with Avaya telephony systems.
  • Working knowledge of BlackBerry Work.
  • Experience supporting Mac laptops and macOS.
  • Experience deploying operating systems using SCCM.

12. BS in Information Systems with 1 year of Experience

  • Proficiency with computers and related office equipment.
  • Knowledge of the financial services industry.
  • Working knowledge of ITIL, Six Sigma, or Gasper.
  • Proven ability to analyze and resolve problems with attention to detail.
  • Excellent customer service with strong verbal and written communication skills.
  • Excellent verbal and written communication skills.
  • Strong organization, collaboration, and team skills.
  • Should be interested in new and emerging technologies.
  • Willingness to work flexible schedule, including overnight shifts and weekends.

13. BS in Computer Science with 7 years of Experience

  • Enterprise Service Desk experience.
  • Experience providing technical support for computer hardware, software, and internet connectivity issues.
  • Ability to interface directly with clients and collaborate with Level 1 technician teams.
  • Excellent customer service skills including phone etiquette, active listening, empathy, urgency, and enthusiasm.
  • Advanced knowledge of PC and Windows system software functionality.
  • Strong problem analysis and troubleshooting skills.
  • Ability to analyze and interpret lists, databases, reports, and software applications related to service requests.
  • Leadership skills to support upper-level technical issues and customer procedural concerns.
  • Excellent verbal and written communication skills with a focus on customer experience, including conflict resolution and handling difficult customers.
  • Experience using a knowledge base or run-book to provide technical support.
  • Strong multitasking abilities with a focus on prioritization and efficient task management.
  • Ability to work independently with minimal supervision and make informed decisions outside of standard help desk procedures.
  • Capable of managing multiple projects simultaneously, both independently and in a team environment.

14. BS in Information Technology with 3 years of Experience

  • Background in video surveillance, networking, or computer repair.
  • Experience in PC troubleshooting with the ability to demonstrate technical proficiency.
  • Ability to troubleshoot Windows operating systems, including Windows XP, Windows 7, and Windows 8.
  • Ability to remotely diagnose PC hardware issues and communicate findings to employees and customers.
  • Basic knowledge of networking, including configuring IP addresses, Subnet Masks, and Gateways.
  • Experience in setting up and programming CCTV DVRs, HVRs, and NDVRs.
  • Ability to set up and configure various analog and IP-based cameras.
  • Experience troubleshooting connectivity, focus, and lens configuration issues with analog and IP-based cameras.
  • Strong analytical, organizational, and coordination skills.
  • Excellent verbal and written communication skills.

15. BS in Software Engineering with 5 years of Experience

  • Experience providing customer support in a technical field.
  • Technical support experience in a help desk or service desk environment.
  • Scripting experience with PowerShell, VBScript, Winbatch, or Batch.
  • Well-developed communication, organizational, and customer relations skills.
  • Strong technical skills across hardware, software, and operating systems.
  • Positive attitude and professional appearance.
  • Ability to create and maintain operating system images.
  • Knowledge of software and operating system deployments using automation tools.
  • Service-oriented interpersonal and communication skills.
  • Ability to work independently and collaboratively in a team environment.
  • Willingness and ability to be on call.

16. BS in Network Administration with 4 years of Experience

  • Experience providing Tier 1 technical phone support and customer service for all Moffitt end users and affiliated parties.
  • Experience supporting multiple enterprise operating systems, hardware platforms, and software applications.
  • Excellent customer service skills.
  • Previous help desk support experience in a high-volume technical environment.
  • Knowledge and understanding of computer hardware and system architecture.
  • Strong negotiation, communication, interpersonal, persuasion, facilitation, and influencing skills.
  • An ability to maintain the highest level of integrity and confidentiality with company-sensitive information.
  • Proven ability to work effectively under pressure while maintaining professionalism.
  • Able to work with minimal supervision and make decisions relating to issues not spelled out in desk policy or procedures.
  • Strong multitasking skills, including setting priorities, quickly zero in on the critical few and put the trivial aside.

17. BS in Management Information Systems with 2 years of Experience

  • IT Support experience or customer service-related experience.
  • Help Desk Ticketing System experience.
  • Proficiency with recent Microsoft desktop Operating Systems and Office Suites.
  • Demonstrated technical ability.
  • Demonstrated ability to successfully interface with clients with a professional and positive approach to problem resolution.
  • Strong communication skills with the ability to build rapport with customers and the Help Desk team.
  • Excellent customer service skills.
  • Strong IT troubleshooting and critical thinking skills.
  • Positive, professional, and dependable.
  • Can juggle numerous tasks and priorities while maintaining a productive flow of work.

18. BS in Computer Engineering with 3 years of Experience

  • Experience in a customer service or help desk-related environment, with Microsoft certifications.
  • General knowledge of network devices, including switches and firewalls.
  • General knowledge of Office 365, VMware, and Windows 10.
  • Proficiency in Microsoft Office Suite, especially Microsoft Excel.
  • Proficiency in Google Suite, particularly Gmail and Google Docs.
  • Experience with help desk ticketing systems such as Desk, Fresh, or ConnectWise.
  • Experience with IT hardware, software, and managed services technologies.
  • Empathy for the customer during delays or technical issues.
  • Exceptional written and verbal communication skills.
  • Strong organizational skills and the ability to manage time effectively.
  • Strong multi-tasking abilities.

19. BS in Web Development with 6 years of Experience

  • Experience as an SA in programs and contracts of similar scope, type, and complexity.
  • Experience working in a contract environment.
  • Experience deploying Microsoft Windows-based servers.
  • Experience with PC hardware troubleshooting.
  • Experience in maintaining lab system infrastructure, including desktop workstations, the lab computer network, and server computers.
  • Ability to think, act, and be safe.
  • Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
  • Encourage, build, and maintain mutual trust, respect, and cooperation with others.
  • Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person.
  • Ability to apply sound judgement to produce appropriate outcomes in a variety of situations, including high volume and challenging situations.
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