IT HELP DESK ANALYST SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: Sep 22, 2025 - The IT Help Desk Analyst has experience in incident and request management within ITIL-based environments, handling tickets using systems such as ServiceNow or Jira Service Desk, and supporting remote or hybrid workforces. This role requires proficiency in tracking and managing IT assets, understanding DNS, DHCP, IP addressing, and troubleshooting connectivity issues, as well as familiarity with Microsoft 365, Azure, AWS, and basic security measures like MFA and endpoint protection. The Analyst also needs strong communication skills, the ability to work independently or within a team under pressure, and competency in automation tools such as PowerShell or batch scripting to ensure accuracy and meet targets consistently.

Essential Hard and Soft Skills for a Standout IT Help Desk Analyst Resume
  • Incident Management
  • Request Management
  • ServiceNow
  • Jira Service Desk
  • DNS Troubleshooting
  • DHCP Configuration
  • IP Addressing
  • Microsoft 365
  • Azure
  • PowerShell
  • Communication
  • Problem Solving
  • Adaptability
  • Teamwork
  • Time Management
  • Attention to Detail
  • Initiative
  • Stress Management
  • Customer Service
  • Learning Agility

Summary of IT Help Desk Analyst Knowledge and Qualifications on Resume

1. BS in Computer Science with 3 years of Experience

  • Certifications (Microsoft, CompTIA, or A+), or equivalent combination of coursework and experience.
  • Working knowledge of Windows 10 and above.
  • Knowledge of Apple iOS software.
  • Experience with MS Teams, MFA, Intune, Azure, and on-premise AD basics, Citrix VDI.
  • SQL Reporting and similar knowledge.
  • Experience in Power Automate and Power BI.
  • Experience installing and troubleshooting PC hardware and software in a regulated network environment.
  • Knowledge of installing Windows 10 or above, Mac, and iOS operating systems.
  • Knowledge of Microsoft Office software (Outlook, Word, Excel, PowerPoint, and Teams)
  • Knowledge of Azure, Active Directory, Exchange, Endpoint (formerly Intune), MFA, and SharePoint.
  • Strong cross-functional communication skills, collaborating effectively with non-technical departments or stakeholders.
  • Have a customer-centric mindset and process improvement thinking.

2. BS in Information Technology with 2 years of Experience

  • End-user support experience or equivalent combination of education and work experience.
  • Understanding of software and hardware deployed within a business.
  • Previous experience with Insurance applications and processes.
  • Experience working with Vertafore Products - AIM and ImageRight.
  • Strong knowledge of troubleshooting Windows Operating Systems and products.
  • Familiarity with SOC 2, HIPAA, or other regulated industry IT requirements.
  • Clear understanding of scope and escalation procedures at each level.
  • Knowledge of remote support tools, e.g., AnyDesk, Bomgar, TeamViewer, or built-in Windows Remote Assistance.
  • Familiarity with IT Inventory Management Systems.
  • Awareness of Application Lifecycle Management (ALM).
  • Effective verbal and written communication skills for the purpose of conveying information to end-users.
  • Good task prioritization and multi-tasking abilities, managing multiple tickets or responsibilities without sacrificing quality.

3. BS in Software Engineering with 5 years of Experience

  • Windows PC work experience with knowledge of a variety of related IT hardware and software.
  • Previous Active Directory experience.
  • Knowledge of and experience with Cisco Phones.
  • Experience supporting VPN and remote access solutions.
  • Experience in assisting in IT audits or compliance checks, and supporting documentation gathering or configuration reviews for audit readiness.
  • Familiarity with tools or practices for restoring user or system data.
  • Knowledge of virtualization technologies, e.g., VMware, Hyper-V, and understanding how virtual machines are used/administered.
  • Understanding of basic firewall and port management concepts.
  • Knowledge of ticketing system workflows and escalation paths.
  • Awareness of GDPR or data protection best practices.
  • A proactive mindset and strong analytical thinking skills.
  • Comfortably adjust quickly to changes in tools, policies, or user demands

4. BS in Cybersecurity with 4 years of Experience

  • Experience within the same role and/or relevant IT qualifications.
  • Experience in Incident & Request Management (ITIL-based environments), handling tickets using systems like ServiceNow or Jira Service Desk.
  • Hands-on experience supporting remote/hybrid workforces
  • Experience in tracking and managing IT assets (hardware/software), including lifecycle management.
  • Understanding of DNS, DHCP, IP addressing, and troubleshooting connectivity issues.
  • Familiarity with MFA, endpoint protection, phishing prevention, etc.
  • Introductory knowledge of platforms like Microsoft 365, Azure, or AWS.
  • Ability to use PowerShell or batch scripting for repetitive tasks.
  • Good communication skills with the ability to adapt and deal with all levels of seniority.
  • Initiative to work alone and take responsibility for work, whilst working within a wider team, and the ability to work well under pressure in a fast-paced environment.
  • Ability to learn various processes and maintain accuracy always.
  • Previous experience of successfully working towards targets and deadlines.
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