HELP DESK SPECIALIST SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: Aug 7, 2025 - The Help Desk Specialist provides technical customer support in a professional environment, with a strong emphasis on issue resolution and user satisfaction. This role requires experience with Microsoft Operating Systems, Office applications, Citrix, handheld devices (iPhones/Androids), iManage, Innova, and incident tracking systems, along with knowledge of ITIL best practices. The specialist also demonstrates excellent communication skills, empathy, and the ability to manage workflows efficiently while adapting to evolving technology initiatives.

Essential Hard and Soft Skills for a Standout Help Desk Specialist Resume
  • Technical Support
  • Hardware Troubleshooting
  • Software Troubleshooting
  • Network Troubleshooting
  • Application Support
  • Ticket Management
  • Endpoint Troubleshooting
  • Incident Management
  • Access Management
  • System Installation
  • User Training
  • Relationship Building
  • Issue Ownership
  • User Guidance
  • Technical Resource
  • Vendor Coordination
  • Key User Role
  • Staff Training
  • User Communication
  • Security Awareness

Summary of Help Desk Specialist Knowledge and Qualifications on Resume

1. BS in Information Technology with 3 years of Experience

  • Experience working as a Customer Support Specialist or similar CS role.
  • Familiarity with the Real Estate, Mortgage, and Insurance industry
  • Experience using Zendesk and remote support tools.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Excellent communication and problem-solving skills.
  • Customer-oriented and cool-tempered.
  • Strong multi-tasking abilities.
  • Patience when handling tough cases.
  • Must maintain a high level of confidentiality with company information.
  • Experience working in a team-oriented, collaborative environment.

2. BS in Cybersecurity with 5 years of Experience

  • Relevant and current certifications (Microsoft, Cisco, CompTIA, etc.).
  • Experience configuring digital phone systems, security access controls, and badging.
  • Experience with Android and Apple devices and MDM systems.
  • Experience with desktop image software.
  • Experience running and terminating network cables.
  • Experience troubleshooting conference room AV equipment.
  • Experience working in an ITAR environment and a DoD cleared facility.
  • Strong written and verbal communication skills to effectively interact with end users, managers, and remote teams.
  • Demonstrate clarity, precision, and professionalism in all communications.
  • Ability to manage multiple tasks simultaneously, prioritize effectively, and make sound judgments regarding time allocation.

3. BS in Computer Science with 4 years of Experience

  • Experience working in technical support.
  • Experience with troubleshooting, issue resolving, and performing root cause analysis.
  • Strong analytical and problem-solving skills.
  • Ability to interface with and influence various levels of authority.
  • Working knowledge of Google Suite as well as MS Windows and Office suite (Word, Excel, PowerPoint, Outlook).
  • Must have good PC skills and be capable of handling stressful situations as well as being quick and professional.
  • Ability to handle a high volume of calls.
  • Must be fluent in English and French, speaking and writing.
  • Must be mature, punctual, and reliable.
  • Available to work on a 24/7/365 shift rotation.
  • Ability to learn new applications easily.

4. BS in Data Science with 2 years of Experience

  • Previous experience in a Business System support role.
  • Experience in a Help Desk or Desktop Support role.
  • Understanding of the business and working with users, and interacting with all levels of the organization.
  • Adaptability and someone who will take the initiative.
  • Strong customer service skills with good oral and written communication skills, and problem resolution
  • PC hardware repair experience
  • Working knowledge of helpdesk methods.
  • Experience working with Support Software, Microsoft Office Applications, and Microsoft Operating System.
  • Experience with supporting all facets of business operations.
  • An ability to pick up and carry desktops and laptops up to 25 lbs.

5. BS in Software Engineering with 6 years of Experience

  • General IT working experience.
  • Specialized experience in at least one or more of the following areas: Help Desk support, PC operating systems, networking, and electronic mail.
  • Proficient use of Remedy Software or other PRS in the recording and tracking of user support, calls, and tickets.
  • Proficiency in providing phone and in-person support to users in the areas of Exchange Mail, Windows, Microsoft, SharePoint, and CHCS/AHLTA.
  • Proficiency in managing/creating Windows Exchange mail user accounts.
  • Proficiency in installing, maintaining, and upgrading government-provided application software.
  • Hold Security+ certifications.
  • Hold DOD 8570.01M and DoD 8140.01.
  • Able to communicate tactfully and effectively, verbally and in writing.
  • Ability to present ideas in user-friendly, business-friendly, and technical language.

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

  • Experience in IT support, with technical proficiency in a broad range of software and hardware.
  • Experience working in a medical environment.
  • Experience using a ticketing system to track incidents.
  • Broad range of network and desktop knowledge.
  • Knowledge of current PC and mobile computing technology.
  • Familiarity with Cisco, ServiceNow, Windows Active Directory, Microsoft Exchange, Remote Assist, and DameWare.
  • Familiar with Windows Server 2003/2008, Microsoft Office 2003/2010, McAfee Enterprise anti-virus, and Microsoft Explorer 7-10.
  • Experience with Microsoft Windows XP/Win7, 8, Linux, Macintosh 10.6-10.7.
  • Experience with Dell Optiplex desktops, Latitude laptops, and Dell/Intermec/HP printers, Blackberry, iPhone, iPad.
  • Working knowledge of TCP/IP, HTTP, and Ethernet.
  • Experience with CITRIX, DHCP, VPN, VDI, VMware, Cisco hardware, encryption, security, SCCM, and many clinical IT applications.
  • Impeccable customer service skills with demonstrated problem-solving ability.
  • Must be able to multitask and prioritize well.
  • Excellent writing and communication skills, with the ability to give verbal instructions patiently to non-technical users.

7. BS in Computer Engineering with 5 years of Experience

  • Experience working in a help desk/desktop support.
  • Must have strong customer service, time management, and written/verbal communication skills.
  • Prior experience in a technology support Help Desk environment.
  • Ability to troubleshoot a variety of hardware and software issues.
  • Knowledge of Microsoft OS (Windows 7 and Windows 10), and Microsoft tools (Office and Outlook).
  • Working knowledge of PC hardware.
  • Basic understanding of networking technologies and protocols, such as basic IP addressing, DNS, DHCP, and VPN client configuration.
  • Experience working with Active Directory.
  • Experience working with Windows Server.
  • Ability to prioritize assigned projects, help desk calls, and emails.
  • Ability to lift to 50 lbs and move computer, network, and A/V equipment.
  • Availability for on-call status, and adapt to varying/changes in work hours as necessitated, depending on support needs changes.

8. BS in Information Systems with 3 years of Experience

  • Previous customer service experience.
  • Understanding of computer concepts (PC Fundamentals/Operating Systems).
  • Basic understanding of restaurant operations.
  • Experience in analyzing and resolving hardware, software, and operational issues within service-level agreements.
  • Basic understanding of the company's operational procedures.
  • Experience logging all incidents into an Incident Management System with clear, concise language.
  • Strong organizational, oral/written communication (Spanish fluency), and problem-solving skills.
  • Able to work in an efficient/fast-paced environment to meet or exceed team and individual service targets.
  • Can achieve an on-target or above rating on quality, service, and productivity metrics.
  • Must follow the proper escalation path to resolve issues.
  • Can work a flexible schedule that may include days, nights, weekends, and holidays to meet support and staffing needs.

9. BS in Computer Networking with 4 years of Experience

  • Desktop support experience in a fast-paced environment of 500+ client computers.
  • Experience working with Windows Active Directory.
  • Knowledge of the Windows 10 desktop operating system.
  • Familiarity with the ITIL approach to incident management.
  • Experience with process improvement.
  • Experience developing training documentation.
  • Experience supporting remote users.
  • Ability to work on-call and flexible hours.
  • Ability and a desire to stay knowledgeable in new and changing technology.
  • Self-motivation to identify issues and develop an appropriate resolution
  • Strong verbal and written communication, attention to detail, and organizational skills.

10. BS in Web Development with 5 years of Experience

  • Experience working with Workstation OS.
  • Working knowledge of TCP/IP stack.
  • Knowledge of the maintenance/installation of all Microsoft software products.
  • Knowledge of PC operating systems and configurations.
  • Fundamental knowledge of Windows Server functions.
  • Strong analytical abilities and experience with the Microsoft Office 365 suite.
  • Experience in deploying, repairing, and configuring PC hardware and software for end users.
  • Be able to update device drivers and OS patches on workstations.
  • Experience troubleshooting connection (Wi-Fi, LAN, VPN) related problems.
  • Experience in installing, configuring, and supporting local and network printers.
  • Attention to detail in completing assigned tasks using the ticketing system.
  • Strong organizational, teamwork, and communication skills.

11. BS in Computer Programming with 3 years of Experience

  • Experience in a program of similar scope, type, and complexity
  • Experience working in and knowledge of customer service and customer support principles and methods.
  • Must be able to present formal and informal training and assistance to customers.
  • Must be able to report, respond to, and resolve customer requests.
  • Experience working with Microsoft Windows (Windows 7 and Windows 10) and Microsoft Office (MS Office 2016), and general Exchange/Outlook support.
  • Experience in troubleshooting basic computer (desktop, laptop, tablet) issues and triaging to resolve requests for service on time.
  • Must be able to work in a fast-paced environment, providing continuous support to users and critical operations monitoring and escalation.
  • Must be able to effectively communicate both verbally and in writing to customers, peers, technical staff, and the Government.
  • Strong sense of job ownership.
  • Organized, motivated, and able to prioritize and multitask.

12. BS in Technology Management with 4 years of Experience

  • Relevant work experience in supporting the IT needs of end users.
  • Experience troubleshooting and solving complex end-user technical problems with Microsoft Windows equipment.
  • Experience in a service desk environment.
  • Ability to obtain a Favorable Public Trust suitability determination (CoPT)
  • Must possess technical skills and knowledge in computer hardware and software, as well as networking systems in use at customer sites.
  • Experience and knowledge of the installation, configuration, and troubleshooting of computers.
  • Ability to work on a computer for long periods and communicate with individuals by telephone, email, and face-to-face.
  • Ability to teach as well as direct customers with strong communication ability.
  • Flexibility to work overtime.
  • Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.

13. BS in Information Technology with 6 years of Experience

  • Strong understanding of Microsoft Windows, PC Hardware, Microsoft Office, PC Imaging, SharePoint 2010, and SharePoint Online.
  • Working knowledge of Apple and Android Phones, Active Directory, folder structures, permissions, and corporate licensing for various software.
  • Corporate Help Desk/Desktop Support experience with proven ability to handle complex issues.
  • Previous Visual Studio experience.
  • Excellent verbal and written communication skills.
  • Professionalism, follow-up, commitment, and attention to detail.
  • Capable of multitasking and the ability to work independently or as a team.
  • Strong analytical skills.
  • Can understand and embody the organization’s culture, philosophy, and values.
  • Patience and empathy to support users with varying levels of technical knowledge, maintaining composure under pressure.
  • Self-awareness of strengths and limitations, with a proactive approach to offering solutions and following best practices.

14. BS in Computer Science with 3 years of Experience

  • Experience configuring, maintaining, and troubleshooting PC hardware and operating systems in a networked environment.
  • Strong desktop support skills, centered around Windows, Mac, and Microsoft Office suites.
  • Strong interpersonal and communication skills.
  • A positive and proactive attitude towards end-user problems.
  • Proven problem-solving and technical support skills.
  • Basic knowledge of TCP/IP networking.
  • Ability to configure client network connectivity.
  • Extremely high accuracy and attention to detail.
  • Able to apply general rules to specific problems to produce answers that make sense.
  • Ability to respond promptly to technical support issues, occasionally during nights and weekends.

15. BS in Cybersecurity with 2 years of Experience

  • Experience providing helpdesk/desktop support in a Microsoft Windows Environment.
  • Experience performing as Tier 1 Help Desk support for TS systems.
  • Be able to create/update/modify scripts to automate the workflow.
  • Must follow documented solutions and guides.
  • Must be customer service-oriented and self-motivated.
  • Demonstrated analytical and problem-solving skills.
  • Strong interpersonal and communication skills, who can work with people at various levels.
  • Ability to lift/move up to 25 pounds regularly.
  • Basic ability to work independently and manage time.
  • An ability to finish assigned tasks and tickets on time.

16. BS in Network Administration with 5 years of Experience

  • Experience with troubleshooting, desk-side support, and network support.
  • Experience with scripting languages such as Python, Ruby, or Node.js.
  • Proficient with the Windows 10 operating system.
  • Experience with Cisco and HP networking hardware.
  • Skilled in the Microsoft Office 365 suite.
  • Knowledge of Active Directory and Group Policy management.
  • Enjoy identifying issues and finding solutions.
  • An ability to communicate well with others and can easily convey technical information to non-technical users.
  • Have a knack for seeking out information and sharing it with others.
  • Good communication skills, both written and oral.

17. BS in Software Engineering with 4 years of Experience

  • Network/application support experience.
  • Superior customer service skills.
  • Experience troubleshooting PCs and printers in a client-server environment.
  • Knowledge of Windows operating systems and the MS Office (Word, Excel, Access, PowerPoint, and Outlook).
  • Experience with Cerner and Microsoft Great Plains.
  • Familiarity with healthcare delivery processes.
  • Ability to work effectively and responsibly in a team or independently.
  • Ability to read, understand, and implement established procedures.
  • Ability to drive to the assigned area to provide end-user support.
  • Ability to transport and move PCs, printers, and related hardware weighing up to 30 pounds.

18. BS in Management Information Systems with 3 years of Experience

  • Related technical experience, preferably help desk support experience.
  • Knowledge of Microsoft and macOS applications/ecosystems.
  • Microsoft Certified Professional (MCP) certified or similar achievements.
  • Experience working with NetSuite or other ERP solutions.
  • Advanced working knowledge of both Windows and macOS.
  • Ability to troubleshoot common software and hardware issues.
  • Strong analytical and problem-solving skills.
  • Excellent verbal and interpersonal communication skills.
  • Ability to work independently and be a self-starter.
  • Outgoing and friendly personality, with the ability to work with team members to solve their problems with a positive attitude.

19. BS in Computer Engineering with 7 years of Experience

  • Experience in maintaining and supporting large office systems.
  • Strong experience with Windows 7/Windows 10/Linux/macOS, Asterisk/Twilio phone systems, HP switches/APs, common scripting languages (e.g., Bash, Ruby, Python, etc.).
  • Experience with version control systems (Git/GitHub), backup/restore architectures and concepts, TCP/IP networking, SSH/SFTP, SMTP, IMAP, HTTP, VPNs, DNS.
  • Experience with Network security concepts (e.g., firewalls, NATs, VLANs, TLS, routing, etc.).
  • Experience writing clear/concise process documentation.
  • Familiarity with SQL, PostgreSQL, and SQLite.
  • Flexible and willing to learn new tools/methods quickly.
  • Comfortable working in a fast-paced environment.
  • An ability to plan and break down projects and estimate the difficulty of constituent tasks.
  • Excellent troubleshooting skills, identify and solve complex problems independently.
  • A strong team player who communicates well with good people skills.
  • An ability to drive projects to completion independently.

20. BS in Information Systems with 5 years of Experience

  • Experience within an IT organization, preferably in a technical support and customer-facing environment.
  • Strong written and verbal communication skills.
  • Self-starter and able to operate with limited onsite supervision.
  • A demonstrated history of customer service and positive interpersonal skills.
  • Experience working within a collaborative environment with both technical and non-technical colleagues.
  • Experience resolving software and hardware problems within a technical environment.
  • Ability to efficiently evaluate technical faults and problems and to prescribe the appropriate remedy, and the ability to document these remedies.
  • Experience with all recent editions of MS Windows 10.
  • Exposure to a wide variety of software applications, including MS Office 365, various cloud applications, backup tools, antivirus tools, etc.
  • An understanding of networking technologies, especially Ethernet routing and switching, wireless LANs, DHCP, DNS, etc.
  • Experience with Windows Autopilot technology, including white glove.

21. BS in Data Science with 6 years of Experience

  • Experience as a Help Desk Technician or Systems/Network Administrator with hands-on experience with Windows 2012/2016/2019, Exchange 2016, and Windows 10.
  • Understanding of Windows Active Directory fundamentals.
  • Experience working with and configuring the following: DNS, DHCP, TCP/IP, switches, routers, access points.
  • Prior experience with server, desktop, and printer hardware, including Lenovo/HP Servers, Lenovo/HP Laptops and Desktops, Printers.
  • Proficiency in Microsoft Suite, including Visio and Project.
  • Solid verbal and written communication skills.
  • Tactful and pleasant phone skills.
  • Demonstrated ability to work in a team environment.
  • Excellent customer service skills.
  • An ability to effectively complete tasks on schedule and document results.
  • High attention to detail and accuracy when processing information.

22. BS in Computer Networking with 4 years of Experience

  • Work experience in Information Systems.
  • Technical support or help desk experience.
  • MSCE, MSCA, MCP, A+, Network+ certifications.
  • Working knowledge of MS Windows 10 OS & NOS and MS Office 2013/2016/Office 365.
  • Working knowledge of Apple hardware and software.
  • Working knowledge of VPN, remote access, and anti-virus technology.
  • Working knowledge of building and repairing desktop and laptop PCs.
  • Understanding of LANs and WANs.
  • Able to use a keyboard and video display terminal to enter, retrieve, and/or audit information and data continually.
  • Able to perform in a fast-paced, high-volume environment.
  • Capable of working with minimal supervision while possessing superior team skills.

23. BS in Web Development with 3 years of Experience

  • Experience working in a technical support role.
  • CompTIA A+, Microsoft MD-100, or equivalent technical certification.
  • Experience with networking hardware and software, such as firewalls, routers, switches, VoIP, and VPN.
  • Mac experience (e.g., macOS Big Sur and Monterey)
  • Tech services or campus helpdesk experience.
  • Proficiency in English and/or bilingual skills.
  • Able to communicate effectively in writing and verbally for the needs of the audience.
  • Customer-focused mindset with the ability to understand and meet customer needs and expectations, delivering exceptional service both directly and indirectly.
  • Must maintain strict confidentiality regarding internal and personnel matters.
  • Open to providing and receiving constructive feedback in a collaborative environment.

24. BS in Digital Media with 5 years of Experience

  • Proven experience as a Help Desk Specialist providing support within a Windows environment using the Microsoft Office Suite.
  • Experience using incident and service request tracking software (ITSM) to manage and resolve tickets efficiently.
  • Demonstrated ability to provide comprehensive help desk services to client organizations with a large user base (1,000+ end-users).
  • Experience supporting executives (EX level or equivalent) with high-level help desk services.
  • Strong knowledge of IT service management processes and tools.
  • Familiarity with BMC Remedy or similar ITSM platforms.
  • Possess an ITIL Foundations Certification.
  • Positive customer service attitude.
  • Excellent communication and problem-solving skills.
  • Ability to manage multiple requests in a fast-paced environment.

25. BS in Computer Programming with 4 years of Experience

  • Experience working in support operation teams.
  • Knowledge of IT services, including G-Suite, Zoom, and Azure Active Directory.
  • A strong team player with excellent communication skills
  • Great planning and execution capabilities.
  • Project management experience.
  • Experience working in Information Security.
  • Service-oriented, detail-oriented, problem solver.
  • Self-motivated, independent, with good learning capabilities.
  • Knowledge of basic cloud systems, networking, and AV design.
  • An ability to coordinate with externally assigned vendors/partners.
  • Experience in creating/updating documentation and delivering supportive training to End Users.
  • Able to successfully track multiple tasks and remain positive and calm under pressure.

26. BS in Technology Management with 3 years of Experience

  • Demonstrate expert knowledge of Microsoft Windows Operating Systems (Windows 10).
  • Experience supporting Microsoft Office products (Excel, Outlook, Access, Word).
  • Working knowledge of Apple products, including iPhones, iPads, and iMacs.
  • Basic network knowledge or work experience.
  • Ability to follow instructions.
  • Strong analytical and problem-solving skills.
  • Solid multi-tasking, follow up and communication skills.
  • Provide outstanding customer service while maintaining a professional and courteous attitude.
  • Self-starter, team-player, and a collaborative personality.
  • Able to work in a fast-paced, growth-oriented, and rapidly changing environment.

27. BA in Graphic Design with 2 years of Experience

  • Relevant experience working in a collaborative end-user support environment.
  • Knowledge of computer software, such as configuration management software, desktop communications software, operating system software, and internet directory services software.
  • Must be proficient in Windows XP, Windows 7, Office 2010, Internet Explorer, and other Microsoft applications.
  • Experience interacting with customers both internally and externally of an organization.
  • Excellent oral and written communication skills.
  • Ability to assist the infrastructure team with maintenance of the environment during peak times.
  • Ability to multitask and collaborate effectively with other personnel to meet deadlines.
  • Ability to work within critical deadlines.
  • Can adjust to rapidly changing priorities and schedules.
  • Ability to provide excellent customer service.

28. BS in Computer Science with 6 years of Experience

  • Proficient with Windows operating systems on both workstation and server platforms.
  • Experience supporting and troubleshooting Microsoft Systems Management Server (SMS) 2.0.
  • Knowledge of Microsoft Exchange and Outlook client/server environments.
  • Strong understanding of TCP/IP networking protocols.
  • Familiarity with High-Speed Backbone Network Service (VBNS) infrastructure.
  • Working knowledge of Multi-Protocol Label Switching (MPLS) technology.
  • Experience supporting Voice over IP (VoIP) systems and Cisco router configurations.
  • Must be proficient in the use of CAPRS, which is used by the agency to detail reported incidents within 2-4 weeks of joining the company.
  • Exceptional customer service orientation.
  • Excellent written, oral, and interpersonal communication skills.

29. BS in Information Technology with 5 years of Experience

  • Technical customer service/word processing experience in a professional environment.
  • Previous law firm experience.
  • Empathize with the user and strive to meet the customer’s needs by providing accurate and definitive solutions, such as best practices or alternatives, to help keep the customer productive.
  • Experience with incident tracking systems.
  • Knowledge and experience with Microsoft Operating Systems, Handheld Data Devices (iPhones, Android phones), iManage, Innova, and Citrix.
  • Familiarity with ITIL foundation and best practices.
  • Strong customer service focus combined with excellent listening, written, and verbal communication skills.
  • Substantial experience in working with/supporting Microsoft Office applications.
  • Demonstrated ability to work effectively as a team member.
  • Ability to embrace change and support technology initiatives.
  • Confidently manage workflow and customer requests on time without sacrificing quality.

30. BS in Cybersecurity with 7 years of Experience

  • Familiarity with local, state, and federal legal requirements and County and departmental policies and procedures.
  • Knowledge of troubleshooting and problem-solving.
  • Ability to provide excellent customer service utilizing telephone and interpersonal skills.
  • Good communication skills, both oral and written.
  • Demonstrated ability to work with a team or independently.
  • Must have a flexible schedule to perform 24-hour on-call duty.
  • Considerable knowledge of communications technology and concepts.
  • Familiarity with hardware configurations, software, operating systems, manual systems, applications systems, data communications, office automation software, networking, and other technical concepts.
  • Proficiency in translating technical specifications to practical applications.
  • Proficiency in acquiring and maintaining skill sets on new and evolving help desk software, desktop, printer, software, and communication technologies.

31. BS in Network Administration with 2 years of Experience

  • Technical help desk and phone support experience, including password resets, Microsoft Office, Outlook issues, and network connectivity.
  • Able to work in a fast-paced and growing help desk environment.
  • Able to take over 40 calls per day and provide level one support to thousands of end users throughout the country.
  • A motivated and self-sufficient individual who is looking to be part of a team.
  • Must have excellent customer service skills and be able to multitask, take tickets, update email requests, and take a high volume of calls at once.
  • Experience troubleshooting internal end-user requests, but must be able to walk through a scenario with a non-technical user.
  • Experience in diagnosing, evaluating, and prioritizing requests for assistance from team members experiencing problems with hardware, application software, Windows operating systems, networking, and other computer-related issues.
  • Must be able to dispatch field service resources for hardware repairs.
  • Good knowledge of the English language.
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