HELP DESK COORDINATOR SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: Aug 6, 2025 - The Help Desk Coordinator possesses experience managing IT Help Desk operations in a Department of Defense (DoD) environment, holding at minimum a Security+ or CISSP certification. This role requires strong technical proficiency in Windows 10, Active Directory (user account management), cable assembly (e.g., RJ-45, DB9, BNC), and hands-on support for desk-side systems and VTC/AV equipment. The coordinator also needs excellent communication skills, the ability to work under pressure, and flexibility to adapt to evolving environments while resolving a broad range of IT issues through tickets, emails, or direct user support.

Essential Hard and Soft Skills for a Standout Help Desk Coordinator Resume
  • Issue Troubleshooting
  • Helpdesk Management
  • Ticketing System
  • Application Support
  • ETL Data Setup
  • Device Configuration
  • Work Order Management
  • Software Installation
  • System Maintenance
  • SLA Compliance
  • Customer Satisfaction
  • Attention to Detail
  • User Follow-Up
  • Escalation Support
  • Request Prioritization
  • Staff Relations
  • Vendor Coordination
  • Team Collaboration
  • Emergency Response
  • Inquiry Response

Summary of Help Desk Coordinator Knowledge and Qualifications on Resume

1. BS in Information Technology with 2 years of Experience

  • Experience providing help desk support, including troubleshooting user issues.
  • Experience in handling complex issues and problems, and refers more complex issues to more experienced staff.
  • Working knowledge of the Microsoft operating system, Windows environment, and web applications.
  • Experience performing work under general supervision.
  • Strong customer service skills.
  • Excellent verbal and written communication skills.
  • Excellent analytical and troubleshooting skills.
  • Ability and desire to provide excellent customer service to internal and external customers 
  • Basic working knowledge of grants management.
  • Ability to use logic and reasoning to develop recommendations and solution alternatives to procedural problems or processes.

2. BS in Network Administration with 3 years of Experience

  • Experience in computer systems/network support.
  • Specialized experience related to a Hardware PC Technician.
  • Experience with PC Network, Windows OS, and Active Directory.
  • Knowledge of desktop support and database operating systems.
  • Security+ CE and/or IAT Level II certification.
  • Advanced systems skills, including Microsoft Excel
  • Excellent communication skills and the ability to build strong relationships with team members, managers, and engineers.
  • Personable and approachable.
  • Ability to adapt well to change and be able to react efficiently to any issues that arise.
  • Enjoy working in a team environment.

3. BS in Computer Science with 5 years of Experience

  • Experience managing IT Help Desk Operations within a DoD environment, with min of SEC+, CISSP.
  • Working knowledge of desk-side and VTC/AV systems support.
  • Experience working with various networks and applications.
  • Experience working with Microsoft Operating Systems (Windows 10).
  • Maintain daily performance of computer systems.
  • Able to respond to email messages, tickets, and phone calls for customers seeking assistance.
  • Able to work directly with customers to resolve a variety of IT-related issues.
  • Experience with Active Directory (i.e., create and delete accounts, group membership, etc.).
  • Experience with cable assembly (ex..RJ-45, RJ-11, DB9, RCA, COAX, BNC, DB25, DB37 etc.).
  • Strong written and verbal communication skills, including presentation development to senior-ranking government officials.
  • Must be flexible and adaptable to changing environments and short-notice changes.
  • Must be able to work in a stressful environment.

4. BS in Cybersecurity with 1 year of Experience

  • Knowledge of computer system components and terminology, and the ability to understand the technical language of software and hardware.
  • Knowledge of principles and processes for providing customer services, which include customer needs assessment, effective communications, and evaluation of customer satisfaction.
  • Excellent customer service skills, including a friendly and patient attitude when faced with challenging situations.
  • Active listening skill, giving full attention to what other people are saying, taking time to understand the points being made, asking questions, and not interrupting at inappropriate times.
  • An ability to talk to others to convey information effectively.
  • Critical thinking ability, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
  • Typing skills and ability to utilize office calculator, computer terminals, personal computers, and other computerized equipment to efficiently carry out work assignments.
  • Ability to communicate with all personality types and interpret user descriptions of problems coming from a non-technical perspective.
  • Familiarity with general office procedures.
  • Ability to prioritize tasks, elicit cooperation, and coordinate total efforts to accomplish a task.
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