HELP DESK SUPPORT SPECIALIST SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: Aug 11, 2025 - The Help Desk Support Specialist provides technical assistance for Windows operating systems, MS Office applications, and various hardware platforms, while delivering exceptional remote customer support. This role requires previous help desk experience, industry certifications such as MCSA, A+, or Network+, strong troubleshooting skills, and the ability to manage deployments, prioritize tasks, and identify process improvements. The support specialist also demonstrates excellent communication skills, adaptability to shifting priorities, and a commitment to completing tasks promptly while addressing issues proactively.

Essential Hard and Soft Skills for a Standout Help Desk Support Specialist Resume
  • Issue Triage
  • Ticket Management
  • Technical Assistance
  • Work Documentation
  • Technical Writing
  • Help Desk Support
  • Network Management
  • Remote IT Support
  • Problem Diagnosis
  • Windows Support
  • Call Handling
  • Customer Support
  • Remote Communication
  • Knowledge Sharing
  • Vendor Collaboration
  • Technical Translation
  • User Training
  • Vendor Relations
  • Point of Contact
  • Customer Service

Summary of Help Desk Support Specialist Knowledge and Qualifications on Resume

1. BS in Information Technology with 4 years of Experience

  • Experience with desktop support, service desk/help desk, or call center.
  • Experience in help desk ticketing software, incident troubleshooting and escalation, or using remote desktop management tools.
  • Familiarity with ITILv3 or related service delivery frameworks.
  • Must have experience working in a customer-facing role.
  • Must have experience with Microsoft Office and Access Database.
  • Must have a current DoD 8570 IAT Level II Certification (e.g., CompTIA Security+ CE).
  • Hold an ITILv3 Foundations certification.
  • Experience working with Remedy.
  • Strong verbal and written communication skills.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.

2. BA in Digital Media with 2 years of Experience

  • Experience providing service desk/helpdesk support to end-users for PC, client OS, applications, and hardware.
  • ServiceNow or Jira use and knowledge.
  • A basic understanding of Windows TCP/IP networking.
  • Experience working in Active Directory User/Computer Account Administration.
  • Mobile Device support knowledge (iPhone, iPad, Android, etc.).
  • Good public speaking and presentation skills.
  • Strong interpersonal skills and ability to interact and work with staff at all levels, including executives.
  • Excellent written and verbal communication skills.
  • Ability to work independently and in a team environment.
  • Ability to pay attention to detail and be organized.
  • Ability to project professionalism over the phone and in person.

3. BS in Business Information Systems with 3 years of Experience

  • Experience supporting user hardware and software.
  • Excellent organization and communication skills, written and verbal.
  • Able to communicate technical issues to non-technical people.
  • Strong understanding of Microsoft Products such as Windows Client and Server Operating Systems and Office 365.
  • Must have a good working knowledge of PCs and Microsoft Office Software.
  • Working knowledge of productivity software such as Adobe, Managed Antivirus, and Backup Software.
  • Strong multi-tasking capabilities, with the ability to negotiate conflicts and troubleshoot problems.
  • Attentive to details, and can meet deadlines, deal with difficult people while maintaining composure.
  • Sense of urgency, flexible and adaptable, and can work well under pressure.
  • Able to lead the expansion of the existing support center to support additional teams.

4. BS in Computer Science with 5 years of Experience

  • Related IT experience, preferably CompTIA A+ Certification, CompTIA Network+ Certification, and/or MCP.
  • Proficiency in supporting and troubleshooting Microsoft Outlook, Gmail, and associated email protocols.
  • Strong working knowledge of Microsoft Office and G Suite (Google Workspace), including user support and troubleshooting.
  • Hands-on experience with Windows 10, iOS, and macOS environments, including system configuration and basic troubleshooting.
  • Familiarity with Office 365 and Google Workspace administration and support.
  • Experience using and managing support ticketing systems for incident tracking and resolution.
  • Solid understanding of Windows Server environments, with experience spanning versions 2003 through 2016, including basic server administration and user management.
  • Great written and verbal communication skills.
  • Highly organized and able to switch priorities daily.
  • Self-motivated and able to work independently.
  • Able to work late at night and on weekends.
  • An ability to work in a fast-paced, fluid environment with changing priorities.

5. BS in Information Systems with 4 years of Experience

  • Level 1 Helpdesk Support experience in the ICT Industry
  • Hands-on experience with ServiceNow and Excel
  • Proficient in supporting Windows (7/10/11), macOS, and Linux desktops, and familiarity with mobile OS platforms such as iOS and Android.
  • Expertise in Microsoft 365 (Office Suite, Teams, OneDrive), Google Workspace (Docs, Sheets, Gmail), and related productivity platforms.
  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, LAN/WAN) and the ability to troubleshoot connectivity issues.
  • Familiarity with Active Directory, Group Policy, and Windows Server editions (2003 through 2016 and later).
  • Ability to log, track, escalate, and resolve issues within defined SLAs while maintaining detailed documentation.
  • Experience in managing IT inventory, software licensing, and user provisioning/de-provisioning.
  • Strong oral and written communication skills.
  • Good analytical, organisational, and planning skills
  • A team player who can work independently.

6. BS in Software Engineering with 2 years of Experience

  • Experience in the installation and troubleshooting of various operating systems and third-party applications.
  • Experience troubleshooting network printer issues.
  • Working experience in the installation and troubleshooting of Microsoft Office products.
  • Understanding of computer/laptop components.
  • Understanding of Information Security.
  • Solid computer skills including MS Visio, MS Office Suite, Adobe Acrobat.
  • An analytical thinker with a proactive approach to troubleshooting and root cause analysis.
  • Strong interpersonal and communication skills with the ability to explain technical issues to non-technical users effectively.
  • Able to work well in cross-functional IT teams and communicate effectively with other departments.
  • Strong organizational skills with the ability to manage workload and meet deadlines.

7. BS in Cybersecurity with 5 years of Experience

  • Experience working in tech support.
  • Experience troubleshooting Microsoft Outlook/Teams.
  • Experience in MDM solutions.
  • Experience with McAfee software and SCCM endpoint management, and software delivery.
  • Understanding of fundamental networking concepts (IP addressing, DNS, DHCP, VPN, Wi-Fi troubleshooting).
  • Experience with hardware/software inventory tracking and device provisioning.
  • Skilled in documenting incidents, solutions, and procedures for knowledge bases and technical references.
  • Capable of tracking, escalating, and resolving technical issues within service-level agreements (SLAs).
  • Able to manage multiple tickets and prioritize tasks in a fast-paced support environment.
  • Extremely customer-friendly with fantastic communication skills.
  • Quick to learn new systems, technologies, and procedures in dynamic IT environments.

8. BS in Network Engineering with 6 years of Experience

  • Experience providing Service/Help desk support with well-developed troubleshooting skills in an enterprise Windows 7/8/10 environment (password resets, email issues, remote troubleshooting).
  • Experience installing, configuring, and troubleshooting Microsoft Office 365.
  • Experience providing remote support with VPN (the remote tools are Cisco VPN and AnyConnect).
  • Strong customer service and interpersonal skills with organizational ability.
  • Well-developed and effective oral and written communication skills.
  • Knowledge in supporting a Windows-based client computing environment.
  • Significant user support experience.
  • Solid analytical and problem-solving abilities.
  • Well-developed hardware troubleshooting skills in a managed computing environment (e.g., Active Directory)
  • Ability to install and configure laptop, desktop, and server computers, printers, and other peripherals.
  • Broad range of telecommunications, network, and desktop computing knowledge, especially in support of VPN and wireless technologies.
  • Ability to effectively work with corporate, international, and/or field-based information technology staff to ensure a stable working environment.

9. BS in Web Development with 4 years of Experience

  • Certification in ITIL Foundation, A+, Network+, and/or Microsoft Certified Professional.
  • Knowledge of advanced computer hardware, including Dell and Lenovo systems.
  • Experience with desktop and server operating systems, including Windows 10, macOS, iOS, and Android.
  • Extensive application support experience with Office365, Azure, Microsoft Office, Adobe Creative Cloud, McAfee, Active Directory, Bomgar, Virtualization, Multi Factor Authentication tools, and ServiceNow.
  • Ability to use PowerShell and command line tools for issue remediation.
  • Track record of discovering and automating repetitive tasks.
  • Working knowledge of a range of diagnostic utilities.
  • Experience with and usage of the fundamental principles of ITIL.
  • Exceptional written and oral communication skills (Fluent English, additional language skills)
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Strong documentation skills.

10. BS in Cloud Computing with 5 years of Experience

  • Experience in a technical support role, providing support to end-users concerning Windows, MS Office suite, and other COTS applications.
  • Strong customer service skills.
  • Experience with account administration (advanced Active Directory account maintenance activities), distribution of software and software troubleshooting, remote access and VPN support, and service/support request entry via an incident tracking system.
  • Experience in remotely troubleshooting user issues and determining what assistance is needed.
  • Experience collecting and documenting necessary information for appropriate escalation
  • Experience with BMC Remedy or similar ITSM software
  • Experience with Advanced Troubleshooting of Issues with Windows and COTS applications.
  • High quality of oral and written communication.
  • Extremely organized and a focused mind.
  • Strong teamwork and leadership abilities.
  • Excellent research skills and high negotiation capacity.

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

  • IT helpdesk experience with certifications (MCSA, A+, Network+, etc.).
  • A strong background in Support Desk services.
  • Strong background in customer support and logical troubleshooting.
  • Experience in triaging, assigning, and resolving support cases via phone and email.
  • Ability to develop proficiency in ticketing software use and reporting.
  • Proficient in the MS Office suite.
  • Experience troubleshooting Windows 7, 10, and Apple operating systems.
  • Experience working in MS Office Applications and hardware platforms.
  • Must be willing to work in an environment requiring broad experience, adaptability, and quick learning.
  • Excellent verbal and written communication skills and excellent problem-solving skills.

12. BS in Data Science with 4 years of Experience

  • Experience with IT Help Desk.
  • Experience supporting Active Directory.
  • Experience working with a Helpdesk Ticketing System (Jira and RLMS experience).
  • Knowledge of Windows/Linux operating systems with a technical background in a help desk environment.
  • Experience working in a team-oriented, collaborative environment.
  • Strong verbal and written communication skills.
  • General experience includes information systems development and other work in the client, server, application, or related fields.
  • Strong customer service skills.
  • Dedicated, responsible, positive, and professional demeanor.
  • Able to exercise independent judgment and problem-solving skills when determining the nature of an issue, how to resolve it, and when to ask for assistance.

13. BS in Systems Administration with 5 years of Experience

  • Experience with Windows 10 and Mac OS X desktop and laptop.
  • Experience with enterprise computing, including file sharing, centralized printing, user account management, internet email, and shared calendars, basic networking.
  • Experience with enterprise email systems, including MS Outlook.
  • Experience with security and anti-virus in a professional environment.
  • Experience with Smartphones and tablets.
  • Experience using hard disk imaging software.
  • Experience supporting Microsoft productivity applications, e.g., Microsoft Office for both Windows and Mac OS.
  • Experience with Adobe products.
  • Experience with classroom technology.
  • Experience with computing performance software.
  • Experience with problem-tracking software.
  • Excellent presentation skills and a strong customer service orientation.

14. BA in Digital Communications with 2 years of Experience

  • Work experience in a first-level IT Help Desk role.
  • Experience in relevant Microsoft technologies, including Active Directory, Exchange 2010, Office 2010, and SharePoint.
  • Experience in relevant Google Applications, including Docs, Sheets, and Gmail.
  • PC repair and troubleshooting skills with Comp TIA A+ certification.
  • Service-oriented mentality with a strong customer focus.
  • Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences.
  • Strong problem-solving abilities with the ability to use sound judgment when escalating incidents and problems.
  • Ability to interact with both technical and non-technical audiences.
  • Ability to follow directions and respond appropriately.

15. BS in Computer Networking with 3 years of Experience

  • Professional Windows server and workstation OS diagnostic and troubleshooting experience.
  • Personal computer experience.
  • Strong understanding of network systems, Windows and Mac operating systems, printing systems, and business applications.
  • Comp TIA A+ Certification or equivalent experience.
  • Microsoft Windows Certification or equivalent experience.
  • Strong written and verbal communication skills.
  • Good problem-solving skills and the ability to visualize a problem or situation and think abstractly to solve it.
  • Ability to multitask and handle frequently changing flows of traffic.
  • Can remain productive during slow times and be able to multitask effectively during busy times.
  • Exercise patience and professionalism during stressful situations.

16. BS in IT Project Management with 5 years of Experience

  • Experience in administration, maintenance, and end-user support of Windows OS.
  • Experience with Windows OS as both a user and administrator.
  • Strong troubleshooting, analytical, and problem-solving skills.
  • Experience in installing, maintaining, troubleshooting, and using standard systems and software applications, such as MS Office Suite and Microsoft O365 (including Outlook), and SharePoint.
  • Experience with enterprise-level help desk ticketing systems (ServiceNow).
  • Understanding of and experience with TCP/IP networking and related protocols.
  • An understanding of desktop/laptop security tools and applications.
  • Ability and desire to keep abreast of new technologies, including computer software and hardware, smartphones, and peripheral devices.
  • A strong customer service focus, white-glove service.
  • Ability to work effectively and collaboratively as part of a team with excellent organizational skills.
  • Highly detail-oriented, strong document skills, and able to make connections between similar problems.
  • Excellent communications and interpersonal skills, including the ability to build strong working relationships with end-users of diverse personalities and professional backgrounds.

17. BS in Information Technology with 4 years of Experience

  • Experience supporting Windows 10 operating systems.
  • Experience supporting Windows Server 2008/2012/2016 operating systems.
  • Working experience in Customer Service/Technical Support.
  • SSRS/Crystal report writing experience.
  • Excellent troubleshooting and critical thinking skills.
  • Microsoft Office expert - Exchange setup.
  • Active Directory/Domain-oriented environment experience.
  • Hold industry-specific certifications.
  • Customer service-oriented, friendly, and helpful attitude.
  • Strong interpersonal skills and ability to work well with others.

18. BS in Business Information Systems with 2 years of Experience

  • Support/troubleshooting experience with web-based IT systems
  • Ability to learn new tools and technologies
  • Ability to troubleshoot effectively
  • Strong written and interpersonal communication skills, with both technical and non-technical audiences
  • Experience with using online conferencing tools like GoToAssist, Join.Me, etc.
  • Self-motivated and goal-oriented.
  • Ability to work responsibly with or without direct supervision.
  • Ability to provide technical support over the phone with effective phone skills.
  • Professional demeanor, previous customer service experience.
  • Team player, and must work well with diverse people and skillsets.

19. BS in Computer Science with 5 years of Experience

  • Experience installing, troubleshooting operating systems for PCs in addition to core productivity applications like Office365, multiple browsers, and other software.
  • Knowledge of PC and laptop hardware components (external and internal).
  • Experience using remote tools to support remote end-users and systems.
  • Excellent analytical, troubleshooting, and problem-solving skills.
  • Quick learner, can understand and apply existing and new technologies.
  • Experience working in a team-oriented, collaborative environment.
  • Experience writing documentation, both wiki “howtos” and IT processes.
  • Mac and PC administration experience in a managed environment (Active Directory, Azure AD, Intune, Jamf, etc).
  • Reliable/demonstrated written and verbal communication and customer service skills.
  • Demonstrated ability to manage priorities and tasks assigned.

20. BS in Information Systems with 3 years of Experience

  • Level 1 Technical Support experience (30% PC and 70% Mac environment).
  • Strong knowledge of web concepts (i.e., how to clear cache, inspect element, find issues in console, change browser settings, etc.) with all browsers.
  • Knowledge of various browsers, including Safari, Internet Explorer, Firefox, and Chrome, Windows, and Macintosh.
  • Process-oriented and experience using a ticketing system (atSpoke).
  • Experience with Google Suite and Active Directory administration.
  • Strong people skills and a knack for problem-solving.
  • Passion for delivering an excellent consumer experience.
  • Attention to detail and ability to follow processes and procedures.
  • Excellent written and verbal communication skills.
  • Basic knowledge of how an eCommerce business works and operates.
  • Ability to work flexible hours and weekends.

21. BS in Cybersecurity with 4 years of Experience

  • Experience in a technical support role.
  • Experience in a remote technical support role.
  • Current Microsoft Desktop Certification.
  • Experience with current Windows operating systems (XP through Windows 10).
  • Experience with local and network printers.
  • Basic administration of Windows servers.
  • LAN/WAN and basic network troubleshooting and problem solving.
  • Familiarity with email server and spam filtering technology.
  • Must have exceptional communication skills.
  • Must be energetic, self-motivated, and work well in a team environment
  • Ability to work weekends and/or remotely.

22. BS in Software Engineering with 2 years of Experience

  • Customer relations experience, preferably relating to the health industry.
  • Advanced working knowledge of all Microsoft Office Programs.
  • Experience with Zendesk, Salesforce, or a similar Support Ticketing System.
  • Excellent interpersonal skills, including the ability to influence others with diplomacy, tact, and discretion.
  • Outstanding organisational skills and attention to detail.
  • Strong written and verbal communication skills.
  • Ability to engage with a broad range of stakeholders (both internal and external) in the provision of information, support, and advice.
  • Ability to learn and adapt to new technologies.
  • Ability to work independently, self-motivate, and manage multiple conflicting priorities simultaneously.
  • Resourceful, and the ability to research hardware and software issues thoroughly.

23. BS in Network Engineering with 5 years of Experience

  • Experience supporting end-users directly and remotely in SMBs.
  • Strong understanding of the Mac operating system, MS Windows OS, and MS Office 365 products.
  • Real-world experience supporting users in cloud environments, Office 365, Zoom, Slack, Dropbox, Google Workspace, and other cloud tools.
  • Comfortable with SaaS software.
  • Extended experience in supporting remote users (VPN, ZOOM, various productivity apps).
  • Practical knowledge of networking (LAN/ WAN, DNS, DHCP).
  • Practical understanding of information security tools and practices.
  • An independent and self-motivated achiever with strong communication skills.
  • Working experience in a global company spanning multiple regions and time zones.
  • Relevant professional certifications such as CompTIA A+, MTA, MCE, or similar.
  • System and networking background.
  • Knowledge in system management and Scripting.

24. BA in Computer Graphics with 3 years of Experience

  • Experience in (technical) IT administration, preferably at an MSP.
  • Knowledge and experience collaborating with a technical support team for a variety of clients in different industries.
  • Detail-oriented and able to meet committed deadlines, and possess comprehensive knowledge of subject matter.
  • Ability to work in a fast-paced environment.
  • Ability to meet deadlines and service level agreements.
  • Understand network principles and desktop environments.
  • Mature, self-motivated, and professional with excellent written and verbal communication skills.
  • Strong problem-solving abilities.
  • Strong commitment to quality client service.
  • Ability to work independently as well as willing to follow directions and best practices.

25. BS in Cloud Computing with 4 years of Experience

  • Previous IT helpdesk experience.
  • Experience troubleshooting Windows XP and Windows 7 operating systems.
  • Experience in MS Office Applications and hardware platforms.
  • IT Industry certifications (MCSA, A+, Network+, etc.).
  • Great communication skills.
  • Ability to work effectively with a remote customer population.
  • Ability to participate in and/or manage equipment and software deployments/rollouts
  • Ability to balance conflicting priorities.
  • Willingness to identify process gaps and opportunities for improvement.
  • Ability to follow up on open items and complete tasks promptly, including meeting deadlines, along with anticipating and addressing problems/delays.
  • Flexibility in adjusting work schedule to accommodate priority needs, system downtime, and emergencies.
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